Etihad Rail sets passenger rules, with ticket gates closing two minutes before departure

Etihad Rail has established guidelines for its passenger train journeys, emphasizing the importance of ticket gates closing two minutes prior to the scheduled departure. According to the company's website, travellers must scan their tickets and pass through ticket gates before they close, as they cannot use the same ticket to re-enter the secure departure area.

Instead, a new ticket is required for re-entry. If a passenger misses their train, they must purchase a new ticket for the subsequent service. Should a passenger wish to travel beyond the destination printed on their ticket, they can buy an additional ticket for the remaining section of their journey, provided there are available seats.

Both digital tickets and station purchases are accepted; however, train staff may request to inspect the ticket again. Ticket vending machines are available at stations, yet some fare categories may not be accessible through these machines. Sales at the machines will cease shortly before departure. In certain cases, tickets may also be purchased during the journey from staff on board the train, depending on the fare category.

Etihad Rail allows passengers to book tickets for others, provided the correct details are entered. Accepted payment methods encompass credit and debit cards, Apple Pay, Google Pay, and compatible digital wallets. Changes or cancellations to bookings depend on the fare category, with some fares permitting alterations while others do not.

Changes can be managed through the Etihad Rail app or website, station ticket machines, or the contact centre. Refunds are contingent on the ticket category and the timing of the cancellation. Some fares are non-refundable, while flexible tickets may qualify for refunds under specific conditions. In the event of a service cancellation, Etihad Rail will inform passengers of their options, which may include rebooking, alternative transportation, or a refund.