[Test] Travel Bank to Etihad Credit - PSS Migration

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Key Message

A new credit program will replace the existing Travel Bank product. Below are the details and timelines for the different activities in line with this change.

What’s happening?

14 Feb: We're upgrading our system to introduce a new Etihad Credit program, therefore, Travel Bank will be deactivated both online & offline on 14 Feb 12am UAE Time.

14 Feb-10 Mar: Blackout period, no travel bank transactions can be processed.

11 Mar: Launching the Etihad Credit Self Service portal on the website. Existing Travel Bank account holders will also receive their new Etihad Credit account details with PIN number automatically, and guests can use their credits again from this day on etihad.com as well as with the Contact Centre/Live Chat Team.

Things to keep in mind

Please inform our guests proactively to use their Travel Bank credits before 14 Feb 12am UAE time if they're planning to book travels or ancillaries during the blackout period.

Guest Comms Message & Templates

“From 11 March 2023, your Travel Bank account will change into an Etihad Credit account; a brand-new platform that lets you add, store and spend Etihad vouchers, track your balance and see your transaction history. Whilst we upgrade our system, you won’t be able to book with Travel Bank from 14 February 2023. You don’t need to do anything; we’ll simply share your log in details with you when your new Etihad Credit account has been set up.”

All about Etihad Credit

Here's an overview of how the Etihad Credit works. More details & FAQ will be published on the Res manual and our website at a later stage.

When guests opt for a refund or are entitled to compensation, they'll receive a voucher together with a pin code via email.

They can add the voucher using the voucher number and the pin to their own Etihad Credit account to pay for flights or extras, or gift it to someone else.

Key functionality:

Pay with Etihad Credit on etihad.com or when you call us. Pay for the full amount with your voucher or combine it with another payment method.

Log back into your Etihad Credit account at any time to check your balance, see when vouchers expire or update your details.

Travel Bank vs Etihad Credit

	Travel Bank	Etihad Credit
What can I pay for?	Flights and extras like upgrades, seats and bags when flying with us	Same as Travel Bank
Is it linked to the Etihad Guest account?	Yes	No, it’s an individual account
Currency	Travel Bank accounts are created in the currency of the country listed in guests’ Etihad Guest profile. The currency of the account cannot be changed after it has been created, but credits can be used towards bookings in any currency.	Etihad Credit vouchers are issued in the same currency as the ticket or extra guests have purchased. If that currency is different to the default currency of their Etihad Credit account, their voucher will be converted based on the current exchange rate and credits can be used towards bookings in any currency.
Combined form of payment	Travel Bank + Credit Card= Yes Travel Bank + Guest Miles= No	Etihad Credit+ Credit Card= Yes, via website , Contact Centres and Live Chat Etihad Credit + Guest Miles= Yes, via Contact Centres, and Live Chat
Transfer	Non-transferable, but Travel Bank holders can pay for another person.	Vouchers may be transferable. Once a voucher is added to the account as credit, it becomes non-transferable. However, Etihad Credit holders can still pay for another person.
Validity	It depends on the type of credit received. Guests can email travelbank@etihad.ae to check their credit validity.	It depends on the vouchers that have been added to the account. Guests can check the validity of their vouchers online by logging into their Etihad Credit account.

Further Information

Please find attached document to know what you can say for booking scenarios, and to know when & how our guests are notified of the change.

Keywords: Travel Bank, Etihad Credit