Today's Edition
ISIDORA CIRIC (ABU DHABI)
Travellers will face fines of up to Dh5,000 for safety breaches under Etihad Rail's new Passenger Charter, the steepest penalty in a table that otherwise charges as little as Dh200 for travelling without a ticket or putting feet on train seats.
The charter, effective for bookings made from June 1 onwards, sets the ground rules for the UAE National Railway Network's passenger services, covering everything from ride fares and refunds to onboard conduct, disruption rights, and luggage limits.
Rules Before the Ride
Etihad Rail advises passengers to arrive at the station at least 20 minutes early to avoid missing a journey.
Ticket sales close five minutes before the train is due to leave, and automated boarding gates close two minutes in advance. After that cut-off, passengers will no longer be allowed onto the platform.
Every passenger must hold a valid reservation before boarding, with the ticket showing the correct date, time and passenger name. They may also be asked to show proof of identity that matches the details listed on the ticket.
Children under 14 must travel with an adult, and anyone travelling without a valid ticket must buy a Flex fare at the standard onboard rate. Repeat ticketless travel, meanwhile, may lead to refusal of access to services.
Fares, Changes and Refunds
Etihad Rail offers three fare types across Comfort and Premium classes, with the fare type deciding how much room passengers have to change plans.
Saver tickets are the least flexible: they cannot be changed, refunded or transferred, and seat selection comes at a fee unless it’s been automatically allocated up to 24 hours before departure.
Value tickets allow free seat selection and unlimited free date and time changes up to 72 hours before departure, subject to any fare difference. Each subsequent change costs Dh20 on top of any fare difference, and both refunds and ticket transfers remain off the table.
Flex tickets offer free seat selection and transfers, as well as unlimited date and time changes before departure and up to 30 minutes after the scheduled train time, subject to availability and any difference in fare.
They can be refunded in full when cancelled more than 24 hours before departure, while later cancellations carry a 30% fee.
Route changes are barred on all fare types, meaning that passengers can only change the date or time where their ticket allows it. Return tickets will be treated as separate journeys, so changing, cancelling or missing one leg does not automatically affect the other.
Children aged up to 17 receive a 50% discount, and passengers aged 60 and above receive a 20% discount, with proof of age requested where needed. Infants aged up to two travel free when seated on an accompanying adult's lap.
What Happens When Trains are Delayed
In case of any delays, passengers will be immediately notified via email, SMS and WhatsApp, station screens, onboard screens, and station announcements.
Passengers whose train is delayed by 30 minutes or more before departure may choose not to travel and request rebooking on another service.
If Etihad Rail cancels a trip, passengers will be offered rebooking or an alternative transport option where available.
Disruption after boarding will be handled by helping passengers reach their final rail destination at no extra cost.
If a passenger misses a rail-to-rail connection because of an Etihad Rail delay, they will be rebooked on the next available service for free.
That guarantee does not cover taxis, car parks, the Dubai Metro, Etihad Rail shuttle buses in Abu Dhabi or other transport operators.
Passengers who decide to end their journey early for reasons not caused by Etihad Rail will not receive a refund or compensation for the unused part of the trip. The same applies if a passenger misses a train at an intermediate station for reasons not caused by the operator.
Luggage, Pets and Prohibited Items
Each passenger, including children aged three and above, may bring two pieces of luggage free of charge: a personal item that fits under the seat and a carry-on bag measuring up to 55cm by 40cm by 23cm. Infants do not have a separate luggage allowance.
Strollers are accepted free of charge when travelling with a child, provided they are folded before travel. Wheelchair and mobility aid spaces must be reserved at booking, and only electric wheelchairs with integrated, manufacturer-installed batteries are allowed.
Domestic pets, including dogs and falcons, may travel in an approved carrier measuring up to 55cm by 40cm by 23cm. The carrier replaces the passenger's carry-on allowance, so travellers cannot bring both a pet carrier and a separate cabin bag. Assistance dogs are allowed but must be booked in advance through the Contact Centre.
Passengers cannot bring bicycles, scooters, e-scooters or e-bikes on board, even if they can be folded or dismantled.
Alcoholic beverages, vaping devices, electronic shisha, e-cigarettes, weapons, fireworks, flammable substances, illegal drugs, large sports equipment, oversized musical instruments and items with strong odours are also prohibited.
Fines for Common Offences
The highest fixed fine listed in the charter is Dh5,000 for major safety breaches.
This includes, but is not limited to, tampering with emergency alarms, emergency brakes or fire extinguishers, falsely activating emergency systems, trespassing on railway land, misusing emergency exits, throwing objects at or from a train or platform, and damaging trains or station property.
Passengers may be fined Dh500 for disruptive behaviour, such as causing train delays, smoking or vaping in prohibited areas, causing a disturbance, using abusive or threatening language, possessing controlled substances, or taking commercial photos and videos without prior approval.
The Dh200 category includes many of the everyday breaches passengers are more likely to encounter during a trip.
Among the listed offences are littering, intoxication, travelling without a valid ticket, using a discounted ticket without being eligible, misusing or altering tickets, sitting in a higher class than booked, occupying a reserved seat without authorisation, carrying prohibited or restricted items, putting feet on seats, and failing to follow staff directions.
Personnel may refuse travel, remove passengers from trains or stations, impose temporary service bans or report offences to the authorities, with no refund or compensation for passengers removed over rule breaches.
Etihad Rail may also impose fines from Dh100 up to Dh10,000 for offences not specified elsewhere, depending on the seriousness.
According to the charter, paying a fine does not prevent the case from being referred to the competent authorities, including public prosecution, where further penalties or imprisonment may apply.
