PLANNED SCHEDULE CHANGES ICELANDAIR Update: January 2019 (update 1)

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1 This policy provides guidelines and requirements for schedule changes. In Planned Schedule Changes you will receive specific guidelines on preferred airlines to be used in each case. Please note that the specific guidelines will have a limited validation. General Schedule change is a planned adjustment to flight schedules made by either FI or OA (OA = Other Airline). This policy applies only to itineraries issued on FI/108 ticket stock, including schedule changes to FI Codeshare and OA flights ticketed FI/108. In all cases, PNR s are ticketed and passenger must be holding one ticket. For all schedule changes ticketed other than FI/108, the policy of the ticketing carrier applies. Updated guidelines will be sent out as soon as new agreements will be made with other airlines. Rebooking or refund is allowed if schedule change results in: 1. Misconnections 2. Unacceptable time change 3. Cancellation, no reprotection offered Responsible Party Responsible party is the ticketing source, whether agency or FI, which will notify the customer and complete the transaction as described in Schedule Change Handling below. Schedule Change Handling The carrier with revised schedule sends Advice of Schedule Change (ASC) showing the flight changes. Reconcile the PNR by accepting changes and removing any old segments. Ensure all connections are valid in the new itinerary per published minimum connect times between all flights. If the new itinerary is acceptable, please reissue as applicable. If changes are limited solely to time changes and/or equipment changes, it is not necessary to reissue the ticket. If the new itinerary is unacceptable and necessary changes are allowed as outlined here, please follow the procedures as described in this document. If necessary, changes are beyond those outlined here, call your local FI reservations number. A single ticket reissue is permitted. The first reissue is allowed per this policy without additional collection, penalty or fee. Any further or additional changes are subject to fare recalculation and any applicable fees or penalties. Ticket Reissue Reissue as per the guidelines provided in this document NOTE: If a passenger is holding two separate tickets, the ticket affected by the Planned Schedule Change must be reissued accordingly to the Planned Schedule Change processes. The other ticket can be changed but fare difference and/or penalty fee can apply. Index/Contents Guidelines for Reissue, see page 2 Guidelines for Refund, see page 2 Guidelines for Planned Schedule Changes on preferred airlines with limited validity, see pages Guidelines for Planned Schedule Changes Code Share flights, see page 6 Guidelines for Planned Schedule Changes Interline flights, see pages 7-8 P a g e 1

2 Reissue and Refund guidelines Scenario of impacted flights FI*FI Segments are impacted FI*FI = Marketed/Operated by FI Rebook to alternative FI*FI in original class of service (RBD). If original RBD is not available, book lowest RBD in same cabin. FI*OA or OA*OA Segments are impacted FI*OA = Marketed by FI/Operated by OA OA*OA = Marketed/Operated by OA Book the closest available scheduled Icelandair flight, within 7 days before or 7 days after original booked flight. Always book within the same cabin. Return flight may be changed to maintain trip length. Refunds Refunds are allowed w/o pre-authorization in the following situations: 1. Flight is cancelled, no acceptable protection found. 2. Change results in misconnect, no acceptable protection found. 3. Change results in unacceptable time change, no acceptable alternative found. Pre-authorization is required for any other scenario not listed Please contact agentsupport@icelandair.is for authorization. How to reissue Icelandair does not use waiver codes. Process as even-exchange with following endorsements (to avoid an ADM): ENDBOX: REI DUE SKCHG/FIXXX/DDMMM* OSIFI: REI DUE SKCHG/FIXXX/DDMMM* * FIXXX = FI flight number, DDMMM = day + month FI*OA ticket must be reissued by Travel Agent. Example of FI*OA routing: FI JUN LHRKEF FI JUN KEFSEA FI JUN SEAYVR (FI7675 is operated by AS2703) FI code share flights are treated as FI flights (see also here above: "FI*FI segments are impacted"). OA*OA = if more than 24hrs before departure, stock owner must reissue. Within 24hrs before departure: the airline who has made the schedule change is responsible for the reissue. Rebook to first available FI flight. Change of destination only allowed within same zone: EU1: GLA BGO DUB MAN OSL LHR LGW BLL GOT ARN CPH HEL EU2: AMS BRU HAM CDG FRA TXL DUS ZRH MAD GVA MXP MUC US1/CA1: YHZ BOS BWI JFK EWR IAD MSP ORD CLE MCI PHL TPA MCO DFW YYZ YUL US1/CA2: PDX ANC DEN SFO SEA YEG YVR Please disassociate/re-associate any EMD's issued for ancillary services Process as even-exchange with following endorsements (to avoid an ADM): ENDBOX: REI DUE SKCHG/FIXXX (or OAXXX)/DDMMM* OSIFI: REI DUE SKCHG/FIXXX (or OAXXX)/DDMMM* * FIXXX = FI flight number, OAXXX = OA (Other Airline) flight number, DDMMM = day + month Refund procedure Icelandair does not use waiver codes, thus the FE lines need to be inserted in the booking to avoid an ADM. Process refund as follows: ARC agencies: please process refund via ARC BSP agencies: please process refund via BSP-link by using following endorsements: WAIVER CODE BOX: REF DUE SKCHG/FIXXX/DDMMM* OSIFI: REF DUE SKCHG/FIXXX/DDMMM* * FIXXX = FI flight number, DDMMM = day + month Right to reimbursement: if a delay/time change of a flight is more than two (2) hours from the scheduled time of departure, passengers can request a full refund. P a g e 2

3 Guidelines for PREFERRED AIRLINES WITH LIMITED VALIDITY. Passenger must be holding one ticket, 108 stock This particular reprotection agreement is ONLY VALID for this DFW cancellation. A new agreement will be made for each planned schedule change. Option 1 primary option to be used as much as possible B6 DFW-BOS Below is the information. The items marked in red are a MUST! in the booking. We always need to use the lowest booking class per flight. Agents must enter the OSI line according to the agreement. Ticketing must enter the info into FE line and then use their normal ticketing entries for planned schedule change. B6 JET BLUE Between First travel on/after Last travel on/before DFW and BOS 06MAR19 20DEC19 B6 reprotection agreement only applies to tickets originally issued on FI/108 or plated on neutral ticket stock on behalf of FI. Revenue passenger tickets include tickets issued to the public with no fare shown, frequent award tickets and free tickets, but exclude industry (ID, AD) and industry employee non-revenue type trip passes. All tickets shall be reissued by FI or its appointed agents on FI stock. Reissued tickets will state FIDFW19 in the endorsement and/or tour code box. FI will not make speculative bookings on B6 flights. FI will confirm space on B6 only once it has confirmed that the passenger accepts the revised routing. FI will request its agents to add the following information in an OSI at the time of booking: OS B6 DFW PROTECTION * OS B6 CTCP * (with customer s home/mobile contact number) * When you enter the OSI line for the code share you enter them by using the FI code, not B6. Passengers may be protected on B6 flights or FI/B6 code share flights. ECONOMY BUSINESS B6 flight number from low to high (P being the lowest) from low to high (I being the lowest) DFW/CLE-BOS v.v. P S U O Z M W R V L B Q H K E Y I D C J = PLEASE ALWAYS TRY TO BOOK THE LOWEST RBD S AS THE RATES ARE VERY HIGH FOR THE HIGHER RBD S!!! = Option 2 and 3 if option 1 does not work AA DFW-ORD or DL DFW-MSP Below is the information. The items marked in red are a MUST! in the booking. We always need to use the lowest booking class per flight. Agents must enter the OSI line according to the agreement. Ticketing use their normal ticketing entries for planned schedule change. AA AMERICAN AIRLINES Between First travel on/after Last travel on/before DFW-ORD 06MAR19 01DEC19 - to be continued on page 4 - P a g e 3

4 - continued from page 3 AA reprotection agreement only applies to tickets originally issued on FI/108 or plated on neutral ticket stock on behalf of FI. It applies to SKCHG tickets issued by FI. Revenue passenger tickets include tickets issued to the public with no fare shown, frequent award tickets and free tickets, but exclude industry (ID, AD) and industry employee non-revenue type trip passes. All tickets shall be reissued by FI or its appointed agents on FI stock. First characters in the endorsement of the reissued ticket must read SKCHG FI will contact and advise the passenger of the re-accommodation on AA FI will request its agents to add the following information in an OSI: OS AA REROUTE DUE DFW DISCONTINUE OS AA PER PROTECT AGMT OS AA Psgr home/agency telephone number Passengers may be protected on flights marketed and operated by AA only. All other code share flights are excluded. ECONOMY BUSINESS AA from low to high (Q being the lowest) from low to high (I being the lowest) DFW-ORD v.v. Q N S V/G* L M K H I D * G is for groups ECONOMY BUSINESS AA from low to high (S being the lowest) DFW-REK v.v. S V L M I = PLEASE ALWAYS TRY TO BOOK THE LOWEST RBD S AS THE RATES ARE VERY HIGH FOR THE HIGHER RBD S!!! = DL DELTA AIR LINES Between First travel on/after Last travel on/before DFW-MSP 06MAR19 20DEC19 DL reprotection agreement only applies to tickets originally issued on FI/108 or plated on neutral ticket stock on behalf of FI Revenue passenger tickets include tickets issued to the public with no fare shown, frequent flyer award tickets, and free tickets but exclude industry (ID, AD) and industry employee non-revenue type trip passes All tickets shall be reissued by FI or its appointed agents on FI stock. The new e-ticket will be issued using the original fare basis with the designator "SKCHG" in endorsements FI will contact and advise the passenger of the re-accommodation on DL FI will request its agents to add the following information in an OSI: OS DL SKCHG REROUTE DUE TO FIXXX CANCELLED OS DL PER DL/FI PROTECT AGMT OS DL Psgr home/agency telephone number Passengers may be protected on flights marketed and operated by DL only. All other code share flights are excluded. DL ECONOMY BUSINESS from low to high (V being the lowest) from low to high (Z being the lowest) DFW-MSP v.v. V X T U L K Q H M B Z I D NOTE! In case of groups, please contact DL s interline group desk: grpinterlineblock@delta.com = PLEASE ALWAYS TRY TO BOOK THE LOWEST RBD S AS THE RATES ARE VERY HIGH FOR THE HIGHER RBD S!!! = P a g e 4

5 Option 4 try to avoid this option as much as possible UA DFW-ORD or DEN Below is the information. The items marked in red are a MUST! in the booking. We always need to use the lowest booking class per flight. Agents must enter the OSI line according to the agreement. Ticketing use their normal ticketing entries for planned schedule change. UA - UNITED AIRLINES Between First travel on/after Last travel on/before DFW-ORD/DEN 06MAR19 20DEC19 UA reprotection agreement only applies to tickets originally issued on FI/108 or plated on neutral ticket stock on behalf of FI. Revenue passenger tickets include tickets issued to the public with no fare shown, frequent flyer award tickets, and free tickets but exclude industry (ID, AD) and industry employee non-revenue type trip passes. All tickets shall be reissued by FI or its appointed agents on FI stock. The new e-ticket will be issued using the original fare basis with the designator "SKED CHG" in endorsements FI will contact and advise the passenger of the re-accommodation on UA FI will request its agents to add the following information in an OSI: OS UA INVOL REROUTE DUE TO SKD CHG OS UA PER UA/FI PROTECTION AGREEMENT OS UA Psgr home/agency telephone number Passengers may be protected on flights marketed and operated by UA only. All other code share flights are excluded. UA ECONOMY from low to high (G being the lowest) DFW-ORD/DEN v.v. G K L T S W V Note: Business class not applicable = PLEASE ALWAYS TRY TO BOOK THE LOWEST RBD S AS THE RATES ARE VERY HIGH FOR THE HIGHER RBD S!!! = P a g e 5

6 Guidelines for CODE SHARE flights Passenger must be holding one ticket, 108 stock Planned Schedule Changes FI flight changed and/or planned schedule change with other airline (OA) FI flight rebooked, same booking class booked or the next available booking class in same cabin of service. If OA s flight is in the ticket then: rebook, must be the same final destination. Same booking class for OA s flight number if available. Airline AS Alaska Airlines AY Finnair B6 JetBlue SK SAS Scandinavian SU Aeroflot Booking classes (RBD) If AS flight number booked, please use following booking classes: Economy from lowest to highest: R, T, G, K, V, L, Q, H, M, B, S, Y Business class from lowest to highest: P, F If AY flight number booked, please use following booking classes: Economy from lowest to highest: Between HEL and CPH/OSL/STO and v.v.: W, R, Z, O, Q, N, S, V, L, T, P, M, K, H, B, Y Business class from lowest to highest: Between HEL and CPH/OSL/STO and v.v.: I, D, C, J If B6 flight number booked, please use following booking classes: Economy from lowest to highest: P, S, U, O, Z, M, W, R, V, L, B, Q, H, K, E, Y Business class from lowest to highest: I, D, C, J If SK flight number booked, please use following booking classes: If SU flight number booked, please use following booking classes: Economy from lowest to highest: Between MOW and OSL/CPH/STO/AMS and v.v.: E, T, L, H, K, U, M, B Business class from lowest to highest: Between MOW and OSL/CPH/STO/AMS and v.v.: I, D, C P a g e 6

7 Guidelines for INTERLINE flights Passenger must be holding one ticket, 108 stock Planned Schedule Changes FI flight changed and/or planned schedule change with other airline (OA) FI flight/date changed or flight route cancelled If FI needs to rebook on other airlines (add a coupon) in order to get the passenger to the next available FI gateway. OA s might have rebooked passenger on a new flight. If not or that flight has to be changed, please use the booking classes as per below if possible. Airline AF/KL Air France/KLM AS Alaska Airlines AY Finnair A3 Aegean Airlines BE FlyBe BT Air Baltic B6 JetBlue EK Emirates EY Etihad Airways Booking classes (RBD) Business published fares & normal economy published fares: Business unpublished & economy special fares published/unpublished: Economy from lowest to highest: R, E, Q Business class from lowest to highest: Z Economy from lowest to highest: R, T, G, K, V, L, Q, H, M, B, S, Y Business class from lowest to highest: P, F Economy from lowest to highest: Between HEL and CPH/OSL/STO and v.v.: W, R, Z, O, Q, N, S, V, L, T, P, M, K, H, B, Y Between HEL and TYO/OSA/NGO/FUK v.v.: S, M, H Between HEL and HKG/SIN/BKK/PEK/CKG/SHA/DEL/SEL and v.v.: O, S, T, H Between HEL and BUD/PRG/LED/MOW/WAW/VNO/RIX/TLL and v.v.: R, O, S, T, H Between HEL and MHQ/TKU/TPM/JOE/KUO/VAA/OUL/RVN/IVL and v.v.: R, O, S, T, H Business class from lowest to highest: Between HEL and CPH/OSL/STO and v.v.: I, D, C, J Between HEL and TYO/OSA/NGO/FUK v.v.: I Between HEL and HKG/SIN/BKK/PEK/CKG/SHA/DEL/SEL and v.v.: I Between HEL and BUD/PRG/LED/MOW/WAW/VNO and v.v.: I Economy from lowest to highest: U, S, K, Q Business class from lowest to highest: Z, D Economy from lowest to highest: A, X, E, S, B, T, R Business class from lowest to highest: Not applicable Published fares: Unpublished (private) fares: Economy from lowest to highest: U, W, A, Q, M Business class from lowest to highest: D Economy from lowest to highest: P, S, U, O, Z, M, W, R, V, L, B, Q, H, K, E, Y Business class from lowest to highest: I, D, C, J Economy from lowest to highest: Q, K Business class from lowest to highest: O Economy from lowest to highest: U, V, L, Q, M, K, H Business class from lowest to highest: W, D P a g e 7

8 Airline IB - Iberia JP Adria Airways LG Luxair LO LOT Polish Airlines LX Swiss Air Lines OK Czech Airlines OS Austrian Airlines PD Porter Airlines SK SAS Scandinavian SU Aeroflot SY Sun Country TG Thai Airways WS - Westjet Booking classes (RBD) Published fares: Please book lowest class available, both for economy class and business class Unpublished (private) fares: Economy from lowest to highest: N, V, L Business class from lowest to highest: D Economy from lowest to highest: S, V, Q Business class from lowest to highest: D Economy from lowest to highest: L, M Business class from lowest to highest: Z Economy from lowest to highest: W, V, T, K, H Business class from lowest to highest: Z Published fares: Please book lowest class available, both for economy class and business class Unpublished (private) fares: Economy from lowest to highest: T, H Business class from lowest to highest: Not applicable Published fares: Unpublished (private) fares: Economy from lowest to highest: N, V, U, Q, X, L, A, T, K, H, B, M, Y Business class from lowest to highest: I, D, C, J Booking classes for OS: Economy from lowest to highest: S, W Business class from lowest to highest: Z Economy from lowest to highest: I, J Business class from lowest to highest: Not applicable Economy from lowest to highest: Between MOW and OSL/CPH/STO/AMS/LED/VOG/ROV and v.v.: E, T, L, H Between MOW and BER/MUC/FRA/HEL/PAR/BRU/LON/ZRH and v.v: T, L Between LED and PAR/SVX/OVB/ROV/KRR/KZN/KUF/UFA/CEK/PEE/OMS and v.v: T, L Business class from lowest to highest: D Economy from lowest to highest: L, Z, V, W, S, Q, H, I, E, M, B, Y Business class from lowest to highest: C, D, X Economy from lowest to highest: V, S, K, T, Q Business class from lowest to highest: Z, D Economy from lowest to highest: K, T, X, S, N, Q, H, M, B, Y Business class from lowest to highest: W P a g e 8