Frequently
asked questions
Active pharmaceutical solutions: Our premium offering for pharmaceutical or healthcare products that are required to be shipped in a very steady and reliable environment, from shipper to consignee with no break in the chain. Working with the best partners around the world, we offer lease agreements for active and hybrid containers, which are controlled to maintain a set temperature between -80°c to +30°c.
Passive pharmaceutical solutions: Booking and handling of your non-active pharmaceutical shipments, wether in +2°c +8°c (COL), +15°c +25°c (CRT) or +2°c +25°c (ERT) ranges during the main steps of a shipment journey. We are able to shield temperature sensitive products from the elements and extreme weather conditions and specially design for passive packing pharmaceuticals.
Active/Hybrid container services are offered at Etihad online stations only. To book an active or an hybrid container, please contact your local Etihad Airways Ground Services Agent or Cargo Contact Centre in the UAE.
Yes. We take temperature readings before and after the flight, as well during handling and storage.
Active containers will be transferred immediately to a cool room or warehouse upon arrival, and from the warehouse to the aircraft one hour before departure.
Passive packages are covered by pre-cooled thermal blankets.
Products are covered by pre-cooled thermal blankets and we use cool dollies for tarmac in cooperation with our GHA partners in certain stations.
We offer three temperature ranges: COL (+2 degrees Celsius to +8 degrees Celsius), CRT (+15 degrees Celsius to +25 degrees Celsius) and ERT (+2 degrees Celsius to +25 degrees Celsius).
Yes. An onboard alert is sent to our Hub Control Centre and to the destination for prompt handling, storage and delivery.
We’ll send an automatic pre-alert to prioritise the shipment towing to and from the aircraft, ensuring that it is kept in a room temperature-controlled warehouse. Thanks to our speedy ground logistics, we’re able to prioritise handling on the tarmac and avoid prolonged exposure to unsuitable temperatures.
Yes. Commodities under perishables, live human organs and narcotics classified as restricted goods will not be accepted.
Yes, please just make sure that dry ice is requested in advance.
Yes. The devices must be approved before it can be used during transportation.
Please refer to list of approved cargo tracking devices.
We are constantly looking to expand our portfolio of approved devices and provide customers with greater flexibility. If you would like to request for an approval of a new device, please e-mail us at CSC@etihad.ae. Kindly ensure that you mention 'New Approval' in the subject line and attach the following documents along with your email.
Please note that device approvals are dependent on the quality of the documents provided and are assessed on a case by case basis.
Yes. The type of cool room available in Abu Dhabi are:
Packaging materials and tqualities are listed in Section 6.2.1 of PCR (Perishable Cargo Regulations).
Yes.
Yes. We need one day notice to arrange this for you.
Our trucking service provider in Abu Dhabi has a hard-sided reefer truck.
Yes, the temperature can be set to +2˚C and above.
Thermal blankets are used to maintain temperature while transporting the unit from the A/C to the cold storage room.
No.
D-60 minutes for aircraft bays adjacent to cold storage and D-72 minutes for all other bays.
A number of methods are employed to keep perishables within a desired temperature range. Some shippers use, and some airlines provide refrigerated ULDs or active temperature controlled ULD’s.
The most common method of maintaining perishables within a desired temperature range is to include a quantity of wet ice, dry ice or gel pack either in the packaging with the content or with the packaging when loaded in or on a ULD.
Please email a request to the Equine Product Manager, including details of the origin and destination.
The Equine manager will then send you a confirmation and AWB number along with your booking information and details. They’ll also request all of the required documents and permits.
There will not be a dedicated horse attendant on the flight, but our Equine Manager will take care of everything before and after the flight to ensure that your horse has a safe and comfortable trip.
If you’re in the UAE, please call 02 5990099 or email cargocontact@etihad.ae. From anywhere else in the world, please refer to our GSA contact list to find your local GSA.
Please email your booking request to cargocontact@etihad.ae with the desired date, origin and destination.
Our team will send a confirmation with the airway bill number, booking information and flight details. They’ll also request all required documents for assessment and forwarding. For customers outside of the UAE, please contact your local GSA.
Each animal requires different documentation, depending on the type of the animal (whether it is under CITES- Convention on International Trade in Endangered Species of Wild Fauna & Flora), the final destination and the country of origin.
Almost all animals will need to have a health certificate, import /export permit and vaccination passport.
No food will provided for your pet.
No, you must provide your own cage which meets IATA regulated standards. Your local vet can help with this.
Yes, you can ship a car on an all wide-bodied aircraft, subject to availability.
No, but covers are always recommended to protect your car.
Yes, please contact our FlightValet team for more information and pricing.
You can call us on +971 2 599 0099 or email FlightValet@etihad.ae.
Any item that doesn’t require specialised stowage – for instance, boxes, suitcases, extra baggage, bales, packages and small furniture items – and isn’t classified as a restricted or perishable item, or dangerous goods.
Yes!
Yes! Please contact us to book.
No, all of these items require proper documentation and special packaging and must be arranged by an authorised shipping or a freight forwarding agent.
No, we provide an airport-to-airport service for general cargo. Please speak to shipping or freight forwarding agent who can arrange for your items to be collected and delivered straight to your door.
The cut-off time is three hours before departure. Available at Etihad Airways online destinations only.
No, there are no weight restrictions.
FastTrack cargo is always our top priority.
You can claim missing miles for shipments flown and paid before 31 December 2021. Please email your AWB number and Etihad Guest membership number to payloadrewards@etihad.ae
If you have been active in the last 24 months and you have a postitive miles balance, you will be able to redeem your miles after 31 December 2021.
Miles you earn should appear in your account within 45 days of your final payment.
You can check the number of miles you have earned in your Account History by logging into the Etihad Guest website. Simply enter your Payload Rewards membership number and password.
You will still be able to redeem any miles you have, but you will not earn any more Tier Miles.
You will only earn miles for transactions shipped and flown before 31 December 2021.
You can use your miles to pay for flights, upgrades, hotels and car rentals, as well as thousands of products in our Reward Store. You can even donate your miles to charity. Find out more at etihadguest.com.
Yes, as long as your account hasn't been deactivated. To do this, you must provide us with the name, email address and passport copy of the new admin, as well as a company authorisation letter. Read more in our terms and conditions.
Yes, you must update your account by 31 December 2021 as per our terms and conditions. To do this, you must provide us with a company authorisation letter and your IATA code.
Please check your junk/spam folders and check that you have entered the correct email address. If you still need help accessing your account, please email payloadrewards@etihad.ae.
There are a number of reasons why your account could have been deactivated. It may be because of inactivity or fraud, or another reason covered as in our terms and conditions.
You can no longer regsiter for a Payload Rewards account.
No, you will only earn miles for transactions made with Etihad Cargo with a valid AWB number for shippments flown and paid before 31 December 2021.
You can email us at payloadrewards@etihad.ae or reach out to your local Sales Representative
A relationship between the initial party tendering cargo for air transportation and a freight forwarder (FF), regulated agent or known consignor.
Etihad Customers (FF) need to complete the Etihad EBR Declaration Form based on the current business relationship with the shipper.
To meet the established business relation criteria, the FF shall ensure the initial shipper/consignor comply with at least one of the following three criteria:
1. is a Known Consignor (KC) under the security program of the national authority;
or
2. has an account with the forwarder that was established prior to 29 August 2024, and one of the following:
3. has an account with the forwarder established on/after 29 August 2024, and the forwarder has all the following records related to the shipper:
The FF shall retain the records of EBR compliance for a minimum of 120 days.
An entity that tenders cargo for air transportation, has an established business relationship with a regulated agent or foreign air carrier, and implements security controls approved or required by the appropriate authority for handling cargo.
Yes, cremated human remains can be shipped as funeral urns only. You will require a cremation certificate from the crematorium.
Yes, a dedicated storage facility is available.
Four to five hours before departure.
No, please arrange transport to/from the airport with the shipper.
Yes. Prior approval from the airport health authorities and consignee are required.
Yes, subject to prior arrangement.
This depends on the destination, though this is usually around two to three hours.
