LX Agency Support Fare / Reservation Support

Transcription

1 LX Agency Support Fare / Reservation Support Dear agent, for your own facility, When calling or mailing, please always advise the LX VR (vendor locator) Or, if unknown: LX flight number / date / passenger name Agency Support ZRH Agency Support GVA Agency Support LUG The first 30 seconds are charged at the local rate. A rate of CHF 0.50/min applies thereafter for calls from the Swiss landline system. Calls from a mobile telephone may be subject to higher rates or additional charges. Swiss International Air Lines Ltd. Agency Support KSKDS 8058 Zürich Airport agencysupport.zurich@swiss.com Last update 09aug2016 Author: Martine Moraux SWISS reserves the right to amend and / or to adapt and/or to delete rules described in this document at any time Subject to change without prior notice Page 1

2 Table of Contents 1. AGENT DISCOUNT => AD / PEP TRAVEL AGENT DISCOUNT PEP FARES ADM 6 2. ADVANCE BOOKING LIMITATION => OUT OF RANGE BOOKING INTRODUCTION PROCEDURE 6 3. ADVANCE PURCHASE RULE => ADV 6 4. ANIMALS ON BOARD INTRODUCTION ANIMAL IN HOLD => AVIH RESERVATION PET IN CABIN => PETC RESERVATION 8 5. BABY BASKET => BSCT 8 6. BAGGAGE ALLOWANCE => PIECE CONCEPT 8 7. CANCELLED / INFORMATIVE SEGMENTS 8 8. CAR SEAT FOR INFANTS / CHILDREN 8 9. CBBG EXTRA CABIN BAGGAGE => EXST CHECKED BAGGAGE => PIECE CONCEPT CHECK-IN / OUT INFORMATION CODE SHARE COMBINATION LX/LX PUBLISHED FARE NOT BUNDLE FARES CHANGE / REFUND CHANGE / REROUTING CANCELLATION CONTACT MOBILE PHONE COUPON STATUS CUSTOMER RELATIONS => COMPLAINT CHANNEL DOCUMENTS DOUBLE ISSUING DOWN SELLING PUBLISHED FARES DUPE / ADSP DUPE ADSP OR ADB END ON END COMBINATION E*TKT NON ELIGIBILITY EUROPE: ADDING OF A NEW FARE STRUCTURE BUNDLE FARES GENERAL / BUNDLE Sales as from 23JUN OVERVIEW 13 Subject to change without prior notice Page 2

3 23.3. COMBINATION REBOOKING/ REISSUE REBOOKING/ REISSUE PARTLY USED TICKET HANDLING OF OLD FARE STRUCTURE AND BUNDLE AFTER 23JUN HANDLING OF ASR PAID AFTER 23JUN EUROPE: ADDING OF PREPAID BAGGAGE / RFISC EUROPE: ADDING OF A COMFORT PACKAGE BUNDLING / GDS FUNCTIONALITY OVERVIEW EXPECTANT MOTHERS EXTRA-SEAT- CBBG = CABIN BAGGAGE / EXST = MEDICAL OR COMFORT REASON A. PURPOSE B. RESERVATION PROCEDURE EXST FOR OUTBOUND AND INBOUND FLIGHTS CBBG FOR OUTBOUND AND INBOUND FLIGHTS EXST / CBBG FOR OUTBOUND FLIGHT ONLY EXST / CBBG FOR IN AND OUTBOUND FLIGHT ONLY EXST / CBBG CANCELLATION EXST / CBBG FARES ADDITION OF AN EXST ON BOTH LEGS ADDITION OF AN EXST ON THE RETURN LEG FEE CATALOGUE GROUPS HAND BAGGAGE HIP HIGHER INTERMEDIATE POINT => OCCURS ON STOPOVER ONLY HIP ON STOPOVER POINT NO STOPOVER COLLECTION AS PER NC17/HI - NC8/SO HIP ON STOPOVER POINT WITH STOPOVER COLLECTION AS PER NC17/HI - NC8/SO IATA FARES IATA / MF / CF / TO FARES INFANT / CHILD TICKETS WORLDWIDE INVOLUNTARY REISSUE / REROUTING / REVALIDATION/ REFUND LOUNGE INFORMATION LX VALIDATION (FORMER PLATING) => REBOOKING / CHANGE OF CARRIER MAAS => MEET AND ASSIST MARRIED SEGMENTS MCO / VMPD / EMD => SEE ALSO CHAPTER MEALS MEDA => MEDICAL CASE MIDWEEK / WEEKEND FARE APPLICATION => NC2/DA MILES & MORE MILEAGE / ROUTING FARE MINIMUM / MAXIMUM STAY NAME CHANGE 31 Subject to change without prior notice Page 3

4 48. NAME CORRECTION GENERAL NAME CORRECTION BEFORE TICKET INSSUANCE NAME CORRECTION AFTER TICKET ISSUANCE NAME FIELD => MAXIMUM 29 CHARACTERS FOR THE WHOLE NAME FIELD NEWS LETTER => AGENT NEWS NO SHOW OPTIONAL PAYMENT CHARGE => OPC OPEN JAW => NC10 / CO ORIGIN / DESTINATION => O & D OUT OF SEQUENCE PIECE CONCEPT => X BAG PRICING UNIT REBOOKING / CHANGE OF CARRIER REBOOKING / REISSUE REBOOKING / REISSUE OF UN-FLOWN TICKETS REBOOKING / REISSUE PARTLY USED TICKET REBOOKING REISSUE /PARTLY FLOWN TICKET IN FOREIGN CURRENCY REFUND 40 A) AUTOMATED REFUND 41 B) REFUND APPLICATION REFUND / CANCELLATION FARE / INTERNATIONAL SURCHARGE / TAXES => NC16 / PE REISSUE TAX BOX REROUTING REROUTING ONTO A SHORTER LEG REROUTING AND/OR REFUND ONTO A ONE WAY JOURNEY ROUND THE WORLD ROUTING FARES => MILEAGE FARES RULE FOR LX FARES => NC16 / PE SEASONALITY SEATING RECOMMANDATION FOR ASR IN CONNECTION WITH BUNDLING FARES SEPARATE TICKETS SPEQ => SPORTS EQUIPMENT STOPOVERS TAXES TCP => TO COMPLETE PARTY TDC => TICKET DEADLINE CONTROL TDC REMOVAL TELEPHONE TICKETING AGREEMENT TICKET MASKS 53 Subject to change without prior notice Page 4

5 79. TICKET VALIDITY UMNR => UNACCOMPANIED MINOR VMPD ENDING / EMD ACTIVATION IN GDS WAITING LIST WEB CHECK-IN SUPPORT => WCHC / WCHR / WCHS / DIV WRONG REISSUES XBAG HOURS FLEXIBILITY RULE 58 SUMMARY LX PLATED TICKETS CONTACT MOBILE PHONE 60 Subject to change without prior notice Page 5

6 1. AGENT DISCOUNT => AD / PEP TRAVEL 1.1. AGENT DISCOUNT Internet: AD Fares & Conditions Please refer to for rules, booking and ticketing instructions For further questions: please send an to agentdiscount@swiss.com 1.2. PEP FARES Internet: PEP Fares & Conditions Please refer to for rules, booking and ticketing instructions o IATA Agents can issue PEP Tickets by themselves o NON IATA Agents: Booking must be made according LX rules Requests for PEP ticket are made via the online application form Ticket will be issued by LX Reminder: When the Agency Support offers a PEP fare and E-ticket confirmation is sent via , this means that the travel agent can t see any ticket(s) in his GDS System. Do not cancel such bookings as otherwise your ticket becomes invalid for travel 1.3. ADM Please mind that ADM are sent for wrong booking procedure or wrong ticketing No disputes will be taken into account 2. ADVANCE BOOKING LIMITATION => OUT OF RANGE BOOKING 2.1. INTRODUCTION The LX flight schedule opens 11 months in advance. If the return flight is outside the schedule period, a 1 free rebooking is permitted, provided the same booking class is available for the new return date If the ticketed booking class is not available, the passenger needs to pay the fare difference 2.2. PROCEDURE Book the latest possible return flight and issue the ticket Your customer is required to advise the exact date for the return flight at time of original booking Inform your passenger about the rebooking conditions and possible fare difference Contact Agency Support at the time when you issue the ticket and provide them the exact return date Agency Support will add a remark into the booking file as follow: *rebooking FOC if return on DD/MM/YY *fare diff. if any to be collected * It applies for PUBLISHED and TOUR OPERATED FARES issued on LX documents only Above procedure is not valid for WK operated flights (LX 8000-LX8999 due to their seasonality) For all code-share flights, the normal rebooking procedure applies If a fare difference applies due to non-availability of the original booking class, the travel agent must call the Agency Support to request a waiver for rebooking fee and the travel agent reissues the ticket(s) with the fare difference only 3. ADVANCE PURCHASE RULE => ADV ADV means the period between date of sale and departure If two fares with different ADV are combined, the most restrictive rule applies, even in case of reissue Some ADV fares are not combinable with any other fares see NC 10/CO For changes before or after departure - retroactive application/change: always check NC 0/RU - 16/PE See also chapter - Reissue with an advance purchase Subject to change without prior notice Page 6

7 4. ANIMALS ON BOARD 4.1. INTRODUCTION LX allows your pet along on all routes right next to the passenger in the cabin or under conditions in the cargo section of the aircraft Although animals taken into the cabin are deemed hand baggage, still a fee will be charged for their transportation, this regardless of how many other luggage is taken Animal transport is subject to laws and regulations that differ substantially from country to country All original documents are required for the transport (import, export and transit papers, health and Vaccination certificates) The booking of the pet must be made in advance Without the required vaccinations, the owner is responsible for the return flights of both (PAX/PETC) 4.2. ANIMAL IN HOLD => AVIH As long as the AVIH quota is not reached, (warm blooded domestic animal) the pet can be confirmed SSR request must be done before departure as each type of aircraft has different quota for AVIH Mandatory SSR shall include: o Amount and kind of animal o The kennel s measures (L x H x l) including centimetre / inches o The animal s weight with the kennel in kilos Valid veterinarian certificates and export / import documents are required. Please mind that some countries have severe restriction for animals import. (see TIMATIC) AVIH is always subject to charges irrespective of the free baggage allowance. AVIH has to be paid at check-in desk RESERVATION Reservation is required before departure Space is limited and subject to availability Restrictions in kennel size apply for certain flights GDS 1G >SI.PS1-2 / AVIH * 1 DOG 25KG KENNEL 80X60X50CM 1A >SR * AVIH 1 DOG 25KG 80X60X50CM / P1 / S2-3 1S - >3 AVIH / CAT 08LBS 1.1 (all segments) >3 AVIH 2,3/ CAT 08LBS 1.1 (segment 2-3) FEE Fees for animal in hold For unaccompanied transportation of pets, please contact: PET IN CABIN => PETC As long as the PETC quota is not reached, it can always be confirmed o For cats and / or dogs - up to 8kg only (including soft bag max size 55x40x23cm) o Pet must be clean, healthy, odourless, not pregnant and must not annoy other passenger o It must be kept in a soft-sided pet pack during the whole flight under the seat o Only one pet pack per passenger is permitted Exception: hard kennels (118cm TTL) if: No soft pet pack is available at a station After a transfer from another airline onto a LX flight On a I/B trip when the hard kennel was accepted for the O/B SSR request must be done before departure as each type of aircraft has different quota for PETC Mandatory SSR shall include: o Amount and kind of animal o The soft bag s measure (L x H x l) including centimetre or inches o The animal s weight with the soft pet pack in kilos Valid veterinarian certificates and export / import documents are required o Please mind that some countries have severe restriction for animals import (see TIMATIC) o Special seat assignment is required. (To avoid having 2 pets seated next to each other) o PETC is always subject to charges irrespective of the free baggage allowance Subject to change without prior notice Page 7

8 RESERVATION Reservation is required. Space is limited and subject to availability GDS 1G >SI.P1 S1 2 / PETC * 1 CAT 4KG INCL BAG 55X40X23CM 1A >SR * PETC 1 CAT 4KG INCL BAG 55X40X23CM / P1 / S2 3 1S - >3 PETC / DOG 5KG 60X50X (all segments) >3 PETC 2,3 / DOG 5KG 60X50X (segment 2-3) FEE Payment must be done at LX desk before departure: Fees for pet in cabin 5. BABY BASKET => BSCT Valid on all type of aircraft - only for babies up to 8 months and up to 11kg (70x30x20cm BSCT size) Within EUROPE the BSCT is available in Business class only On long-haul flights the BSCT is available in First, in Business and Economy class service BSCT is a service that requires specific seating and is limited to a few seats Due to security reasons and equipment restrictions, infants travelling in Business class on intercontinental flights operated with A /A aircraft are only permitted on seats - row 6 GDS Always book the adult seat first, followed by the BSCT request 1G BSCT is market with a F >S.P1 S1 / 23F >SI.P1 S1 / BSCT 1A BSCT is market with a F >ST / 23F / P1 / S2 >SR* BSCT NN1 / P1 / S2 1S BSCT is market with a B >4 G1 / 23F >3 BSCT BAGGAGE ALLOWANCE => PIECE CONCEPT 7. CANCELLED / INFORMATIVE SEGMENTS When a flight segment is set on status HX NO UC or UN please remove it as soon as possible HX have canceled/holding canceled UC unable, segment closed, not waitlisted NO no action taken UN unable, does not operate A mileage upgrade cannot be transmitted to your GDS once you do hold an informative segment for the same flight affected Please remove the informative segment first before asking for transmission To remove a segment from your PNR without sending a message to airline, use the following entry: 1G - >@ 3 XK 1A - >DL 3 1S - >.3 XK 8. CAR SEAT FOR INFANTS / CHILDREN A regular seat must be booked and child fare must be paid For infants and for children up to 12 years and maximum 27kg The base of car-type seat may not exceed dimensions of 43x43cm (16.9X16.9IN) Infant seat must have shoulder belts A window seat or middle seat of the center row shall be assigned in order not to obstruct exit routes for passenger nearby / No emergency exit rows to be booked It shall not be placed in the rows immediately behind/in front of the exit row A car seat is only permitted to be used during taxi/take-off/landing when it bares an official marking/label stating that it has been approved for aviation use Car seat must be certified for air travel. Please ask customer to check the label on their car seat GDS For infant occupying own seat 1G >SI.P2 S1 / INFT * 11NOV11 OCCUPYING SEAT 1A >SR * INFT MEIER / MARC 11NOV11 OCCUPYING SEAT/P1/S2 1S >3 INFT / MEIER / MARC / 16JUL14 / OS- (INF name number in name field) Subject to change without prior notice Page 8

9 9. CBBG EXTRA CABIN BAGGAGE => EXST 10. CHECKED BAGGAGE => PIECE CONCEPT 11. CHECK-IN / OUT INFORMATION For check-in options / times: swiss.com/check-in Web check-in support: Telephone : swiss.com/webcheckin Check-out from Germany Lufthansa e-ticket helpdesk: Online: Check-out from Austria Austrian Airlines helpdesk: Online: CODE SHARE Please visit the system info pages within your GDS to find out to what airline an SSR request must be sent LX001-LX2999 flights operated by LX or wet lease LX service, charges and baggage policy applies Some services might be restricted due to wet lease aircraft limitations Check-in at LX LX3000-LX4900 code-share flights Operating carrier service, charges and baggage policy* applies (*Except for flights to USA where marketing carrier baggage policy applies) Check-in at operating carrier LX7400-LX7499 ground transportation LX8000-LX8999 leisure flights, mainly seasonal services Operating carrier service, charges and baggage policy applies Check-in at LX or operating carrier Subject to change without prior notice Page 9

10 13. COMBINATION LX/LX PUBLISHED FARE NOT BUNDLE FARES LX / LX combination allows combination of travel compartment For fare combinations, the most restrictive rule applies to the entire ticket for ADV / MIN-MAX stay and stopover CHANGE / REFUND 1 ZRHJNB LX 288 K 10FEB 2245 OK KNNZ28SR 10FEB10FEB 2PC 2 LAXZRH LX 289 C 17FEB 2030 OK CCFFSR... 1PC First fare component may not be changed nor refunded Second fare component allows changes at no fee and is refundable CHANGES are still valid per fare component at actual For REFUND: the most restrictive rule applies or history fare / see Rebooking Logic CHANGE / REROUTING 1 ZRHJNB LX 288 B 10FEB 2245 OK BRFSR...1PC 2 JNBFRA LH 573 W 16MAR 2010 OK WNCSR 16MAR16MAR 1PC 3X/FRAZRH LH 3722 W 17MAR 0830 OK WNCSR 17MAR17MAR 1PC LX does not allow down selling see NC16/PE Please see also chapter REROUTING below. (Important information) CHANGES are still valid per fare component at actual For REFUND: the most restrictive rule applies or history fare / see Rebooking Logic CANCELLATION 1 ZRHJNB LX 288 B 10FEB 2245 OK BRFSR...1PC 2 JNBFRA LH 573 W 16MAR 2010 OK WNCSR 16MAR16MAR 1PC 3X/FRAZRH LH 3722 W 17MAR 0830 OK WNCSR 17MAR17MAR 1PC FCALC ZRH LX JNB BRFSR LH X/FRA LH ZRH WNCSR NUC FARE CHF First fare component can be changed and is refundable against CHF300 per pricing unit Second can be changed and is non-refundable No refund is allowed as the most restrictive rule apply for the entire ticket 14. CONTACT MOBILE PHONE In case of irregularities (schedule change / cancellation within 48hours before departure) LX aims to contact concerned passengers as early as possible. Passenger number will ONLY (no advertising) be used by LX to inform them about irregularity To do so, please insert passenger s mobile phone number into the PNR either in an SSR remark contact Correct entries SR.CTCE * ABCDE99@MAIL.CH/EN address and language SR.CTCM * /IT Phone number and language OSI LX CTCM Incorrect entries OSI LX CTCH MOBILE SEESTR 22 The system reads all the digits in the line and fits them together (here: , resulting in a wrong number) OSI LX CTCM Subject to change without prior notice Page 10

11 15. COUPON STATUS Most used are: O open F flown C checked-in A airport U unavailable S suspended P printed R = refunded please revert to Do not call to change Coupon Status from C onto F as it is technically ok for a re-issue 16. CUSTOMER RELATIONS => COMPLAINT CHANNEL For feedbacks after journey, please contact our customer department online: Customer service or SWISS INTERNATIONAL AIR LINES Monday to Friday from 08h00 to 12h00 CUSTOMER SERVICE BSLLX/KMS P.O. BOX TEL. 061 / BASEL FAX. 058 / DOCUMENTS Kindly order flyer & leaflets direct at: Mailinghouse Unaccompanied Minor form: UMNR assistance form Special Assistance Form / Medical Clearance: SAF/MEDIF form Continuous Positive Airways Pressure Machine: CPAP information sheet 18. DOUBLE ISSUING When an agent issues twice the same ticket o same dates o same flights o same RBDs o same fares A CHF25 penalty will be retained via GDS refund system 19. DOWN SELLING PUBLISHED FARES The same or higher fare policy is maintained o Down-selling is not permitted within the same cabin o Voluntary cabin change is permitted o From First class - RBD F/A to Business RBD C o From First class - RBD F/A to Economy RBD Y o From Business class RBD J/C/D/Z to Economy RBD Y/B o Refund of the fare difference is permitted in this case only Details in NC0/RU and NC16 / PE Subject to change without prior notice Page 11

12 20. DUPE / ADSP DUPE When 2 or more confirmed reservations are made for the same passenger and same legs are booked in different PNRs, a VR (showing the other PNR number) will be sent, in order to cancel the reservation that is no longer needed ADSP OR ADB When2 or more confirmed legs are booked twice in the same PNR. A VR is sent to clean up the file CONSEQUENCE: If no action is taken regarding DUPE, ADSP ADB the system will cancel all flights Please clarify DUPE or contact the Agency Support when no DUPE is involved 21. END ON END COMBINATION End on End are fares (domestic or international) that are embedded within a IC fare; see below: ZRH JFK - QLXRCSRW X/JFK SFO YUA SFO JFK YUA X/CHI ZRH QLXRCSRW ZRH JFK ZRH QLXRCSRW QLXRCSRW This is one pricing unit this is another pricing unit Rebooking of the outbound ZRH NYC SFO (rebooking in 1 transaction) o Segment one: charge CHF210 - as per QLXRCSRW o Segment two: check note NC 16/PE - If fee applies, then collect additionally If not, no charge to be collected on that segment Exception: If in NC 16/PE IN CASE OF FARE COMBINATION, THE MOST RESTRICTIVE CANCELLATION CONDITION APPLIES FOR THE ENTIRE PRICING UNIT Then collect fee accordingly Cancellation before departure: QLXRCSRW YUA JFK SFO JFK YUA YUA = CHF260 per pricing unit = is refundable according notes as END ON END fare 22. E*TKT NON ELIGIBILITY The LX system checks the following settings: o If E*TKT agreement exists between the operating and the marketing carrier o If the E*TKT indicator exists for the same carrier o If the flight is published in LX availability If one of the above condition is not fulfilled an E*TKT cannot be issued on 724 document If a PNR shows a stretch that is E*TKT non eligible yet - but the TDC is near to cancel the booking, the agent must issue separate tickets as we do not request any TDC removal in such cases Subject to change without prior notice Page 12

13 23 EUROPE: ADDING OF A NEW FARE STRUCTURE BUNDLE FARES GENERAL / BUNDLE Sales as from 23JUN2015 The existing LX IC fare structure and this one will remain separate and cannot be combined in a single ticket. VALID FOR: RT and O/W in Economy and Business class within IATA Europe On LX flight numbers, including LX code-share flights see below NOT VALID FOR NOT VALID FOR: RBDs N / X / R / I Light Fares on LX Light Fares on LX LX through fares that includes OAL o ZRH LX STO SK GOT CONDITIONS: Same or higher fare logic still applies (Except for Light Fares as they are non-changeable) Economy CLASSIC may only be rebooked on other CLASSIC fares Economy FLEX may only be rebooked on other FLEX fares BUSINESS, rebooking to any BUNDLE permitted (still equal or higher fare logic remains) See further conditions in the tables below OVERVIEW LIGHT NN CLASSIC NC FLEX RF BUSNS FF FARE BASIS RT O/W VOL RBKG NC16/PE **LGT** K LGT 3 S K LGT OW NO **CLS** K CLS 3 S K CLS OW **FLX** K FLX 3 S L FLX OW **BUZ** P BUZ 0 D P BUZ OW The number and the character shown in Fare Basis are related to the MIN STAY RBD N X NOT VALID R / I NOT VALID AGST FEE FOC CHG W/I CLS ONLY CHG W/I FLX ONLY No changes if NOSH VOL RRTG NC16/PE VOL RFD NC16/PE NO NO Collect fee and fare dif. If needed When combined collect highest fee Adapt taxes if needed CHG 1 st coupon = ACTUAL FARES CHG OTH coupon = HISTORICAL FARES OUT OF SEQUENCE rule and fee remains AGST FEE if O/D remains FOC CHG of TRSFR/STOP ok Per fare comp ** NO AGST FEE FOC CHG with any BUNDLE Same or higher fare logic still applies FOC Per fare comp ** FOC Combined with OAL? = most restrict. rule INVOL CHG Orig. FBA remains NIL ASR NO STANDARD incl. STNDRD / PRFRD incl. FOC HAND BAGGAGE 1 PIECE (Max 8KG 55x40x23CM) 2PIECES FREE BAG NO / NIL / 0PC 1PC 23KG 158CM 2PC 32KG 158CM FOOD / DRINKS YES INCLUDED YES YES P 50% YES 1 add. PC FOC = NO NO seating FOC for: MILES & MORE HON/SEN/FTL/STAR GOLD MEMBER NO golf bag FOC for: HON/SEN/STAR GOLD SWISS golf members Subject to change without prior notice Page 13

14 LIGHT NN CLASSIC NC FLEX RF BUSNS FF SWUP Not permitted with RBD K L E X N LOUNGE NO YES PRIO. CKECK-IN NO YES PRIO. BOARDING NO YES PRIO.BAG NO YES - First bag - Additional bag Additional bag Additional bag Additional bag POSSIBLE ADDITIONAL COLLECTION - STANDARD seat - PREFERRED seat - X LEG ROOM seat - BUSNS Comfort upgrade - PREFERRED seat - X LEG ROOM seat - BUSNS Comfort upgrade - X LEG ROOM seat - BUSNS Comfort upgrade NC 0 / APPL NIL / 0PC Not applicable NC 4 / FLT APPL. LX ops flights only NOT LX NOT LX NO CODE-SHARE FLIGHTS Not applicable NC 5 / ADV RES Reservations are required for all sectors Res for all sectors Except RBD Y Res for all sectors NC 6 / MIN STAY Various NC 7 / MAX STAY 12 MTS NC 8 / STOP K L E S T W V not permitted Unlimited Q H U M B Y unlimited in each direction in each direction NC 9 / TRSFR unlimited NC10 / COMBI any LX BUNDLE any LX - LHG / some OAL ref. to note END-ON-END NO SIDE TRIPS YES NC12 /SURCHGE Not applicable NC 16 / PENALTY NO WAIVER WILL APPLY NC17 / HIF Not applicable NC18 / ENDO *fare restrictions apply* NC19 / CHD - INF When CHD turns 12 en route apply ADT fare on the entire journey When INF turns 2 en route apply CHD fare for the entire journey COMBINATION COMBINATIO N BAGGAGE REBOOKING CANCELLATION example Inbound /Outbound and vice-versa LGT / LGT NIL NOT PERMITTED NON REF LGT / CLS NIL 1PC NOT PERM AGST FEE NON REF NON REF LGT / FLX NIL 1PC NOT PERM FOC NON REF AGST FEE LGT / BUZ NIL 2PC NOT PERM FOC NON REF FOC LGT / OAL NOT PERMITTED CLS / CLS 1PC AGST FEE AGST FEE NON REF CLS / FLX 1PC AGST FEE FOC NON REF AGST FEE CLS / BUZ 1PC 2PC AGST FEE FOC NON REF FOC CLS / OAL 1PC Acc. to fare AGST FEE Acc. to fare Most restrictive rule apply FLX / FLX 1PC FOC AGST FEE FLX / BUZ 1PC 2PC FOC AGST FEE FOC FLX / OAL 1PC Acc. to fare FOC Acc. to fare Most restrictive rule apply BUS / BUS 2PC FOC BUS / OAL 2PC Acc. to fare FOC Acc. to fare Most restrictive rule apply NOT OK OK UNDER CONDITIONS Subject to change without prior notice Page 14

15 23.4. REBOOKING/ REISSUE SAME BOOKING CLASS / NO FARE INCREASE Change of the 1 ST CN /Make a new fare quote /Reissue ticket /Add RBKG fee in tax box DU (if any) original classic fare ticket ISSUED 02JUL Z ZRHLHR LX 316 Q 03DEC 0710 QCLS1S E 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S E ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ROE FARE CHF TAXES CHF36.40CH CHF19.00GB CHF43.50UB CHF80.00YQ TTL CHF reissued classic fare ticket ISSUED 02SEP Z ZRHLHR LX 316 Q 02DEC 0710 QCLS1S O 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ROE FARE CHF TAXES PD36.40CH PD19.00GB PD43.50UB PD80.00YQ CHF105DU TTL CHF105.00A FARE INCREASE Change of the 1 ST CN /Make a new fare quote /Reissue ticket /Add RBKG fee in tax box DU (if any) original classic fare ticket reissued classic fare ticket ISSUED 02JUL Z ZRHLHR LX 316 Q 03DEC 0710 QCLS1S E 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S E ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ISSUED 02SEP Z ZRHLHR LX 316 H 01DEC 0710 HCLS1D O 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON HCLS1D LX ZRH QRC0DSR NUC ROE ROE FARE CHF TAXES CHF36.40CH CHF19.00GB CHF43.50UB CHF80.00YQ FARE CHF TAXES PD36.40CH PD19.00GB PD43.50UB PD80.00YQ CHF105DU TTL CHF TTL CHF434.00A LOWER FARE The same or higher fare logic applies. Such reissue is not permitted original ticket reissued ticket ISSUED 02JUL Z ZRHLHR LX 316 Q 03DEC 0710 QCLS1S E 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S E ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ISSUED 02SEP Z ZRHLHR LX 316 E 01DEC 0710 ECLS2S O 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON 65.53ECLS2S LX ZRH QRC0DSR NUC ROE ROE FARE CHF TAXES CHF36.40CH CHF19.00GB CHF43.50UB CHF80.00YQ TTL CHF The original total NUC amount is The NEW total NUC amount is Q-class is this is a down-sell Subject to change without prior notice Page 15

16 23.5. REBOOKING/ REISSUE PARTLY USED TICKET Always reissue the un-flown coupon(s) only SAME BOOKING CLASS / NO FARE INCREASE Change to any other coupon than the 1 st one? / yes, historical NUC amount to be used original ticket reissued ticket ISSUED 02JUL Z ZRHLHR LX 316 Q 03DEC 0710 QCLS1S F 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S E ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ROE FARE CHF TAXES CHF36.40CH CHF19.00GB CHF43.50UB CHF80.00YQ PD80.00YQ CHF105DU TTL CHF ISSUED 02SEP Z LHRZRH LX 325 Q 07DEC 1710 QCLS1S O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ROE FARE CHF TAXES PD36.40CH PD19.00GB PD43.50UB TTL CHF105.00A HIGHER BOOKING CLASS original ticket ISSUED 02JUL Z ZRHLHR LX 316 Q 03DEC 0710 QCLS1S F 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S E ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ROE FARE CHF TAXES CHF36.40CH CHF19.00GB CHF43.50UB CHF80.00YQ TTL CHF reissued ticket ISSUED 02SEP Z LHRZRH LX 325 H 09DEC 1710 HCLS1D O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QRC0DSR LX ZRH HCLS1D NUC ROE FARE CHF TAXES PD36.40CH PD19.00GB PD43.50UB PD80.00YQ CHF105DU TTL CHF434.00A HANDLING OF OLD FARE STRUCTURE AND BUNDLE AFTER 23JUN15 (FROM) ORIGINAL FARE (TO) NEW APPLICABLE FARE NON REF / REBOOKABLE AGST FEE CLASSIC REFUNDABLE AGST FEE / REBOOKABLE FLEX REFUNDABLE / REBOOKABLE FLEX It is allowed to rebook from any fare into the LIGHT Bundle provided passenger agrees with new fare and conditions but mind same or higher fare logic HANDLING OF ASR PAID AFTER 23JUN15 STANDARD PREFERRED EXTRA LEG ROOM CLASSIC Refund *Refund and issue new EMD *Refund and issue new EMD FLEX refund refund *Refund and issue new EMD *Re-linking and re-associating is technically not possible yet Travel agents must refund and issue new EMD-A or Contact Swiss Service Center in case of difficulties GENERAL REMARK FOR TO FARE IN EUROPE Please, be informed that as from June 23th, LX will stop offering TO fares & special Ticketing Deadline (21days before departure) to EU for travel agents in Switzerland Subject to change without prior notice Page 16

17 24. EUROPE: ADDING OF PREPAID BAGGAGE / RFISC OVERVIEW BAG TYPE 1 st bag (1BF) 2 nd bag (2BF) Additional bag AREA W/I IATA EU (LGT only) To/from AJV W/I IATA EU IC BR see POC NAME GDS PREP 1 ST BAG > UP TO 23KG 158CM GDS PREP 2 ND BAG > UP TO 23KG 158CM RFISC C / AH8 C / ACD C / AIJ LIMIT VALID FOR NOT VALID FOR CONDITIONS REMARKS PAID UPGRADE SPECIAL UPGRADE FROM / TO BRAZIL GDS PREP BAG > UP TO 23KG 158CM ONLY 1 X BAG per BAG TYPE and per PAX EU: 1BF and 1 add. bag permitted 1 BF and 2 add. bags not permitted IC: 2 add. bags not permitted Confirmed bookings LX FLT NBR / OPS LX Confirmed bookings LX0001-LX2999 All RBDs and fare types (Published /Bundle /Corporate /Groups) Permitted at the same adult rate for INF and CHD (no further discount) EMD must be issued on the adult name field (INF not possible Only 1 excess bag per bag type and per passenger is permitted 1BF and 1 additional bag are permitted Travel including OAL Travel including WK OPS FLTs (LX series) Travel including LX flight numbers for LGT fares Point of commencement Brazil Heavy or oversized / heavy and oversized baggage (airport office only) 1 BF and 2 additional bag are not permitted (EU) 2 additional bag are not permitted (IC) All staff tickets Travel agents can issue an EMD-A up to 6 hours before departure Only in connection with 724 documents E*TKT must be issued otherwise no association possible with the ticket) When EMD-A not linked with E*TKT, passenger will not be able to get the paid bag allowance benefit *Re-linking and re-associating is technically not possible yet Travel agents must refund and issue new EMD-A or Swiss Service Center When more than 4PCs of XBAGs, please contact Swiss Service Center EMD-A can be transferred to Business class Travel agent must refund and issue new EMD-A or Swiss Service Center Passenger must contact LX and pay for the 2 nd BF or travel agent goes to swiss.com or Swiss Service Center EUROPE USD120 MIDDLE EAST Add. bag is applicable for all classes USD150 AFRICA 1PC MAX 32KG / 158CM USD200 ASIA USD230 Due to technical limitation and even if technically possible, it is not permitted to sell prepaid bag for outbound Example: o SAO LX ZRH LX SAO o SAO LX ZRH Selling not permitted o ZRH LX SAO selling permitted Subject to change without prior notice Page 17

18 VOLUNTARY REBOOKING REROUTING CHANGE ONTO LX OPERATED FLIGHTS AND WET LEASE CHANGE ONTO LHG / OAL VOLUNTARY REFUNDABLE VOLUNTARY NON REFUNDABLE INVOLUNTARY HANDLING Permitted onto LX ops flights, no change fee applies If bag pre-paid paid with LGT fares: keeping the EMD-A for future transportation is not possible No Interline possible at the moment for EMD-A Rebooking onto LX after EMD-A is issued, EMD-A must be refunded and a new EMD A is issued Rebooking onto LHG / OAL, EMD-A must be refunded via SWISS.com/refunds Routing remains the same? (including transfer points) Routing remains LX? (LX operated flight number / wet-lease) Prepaid bag type / condition remain? Change of routing (also additional or less coupons) Change of O/D a) Routing remains the same? (including transfer points) Or b)-change of routing (also add. or less CPNs) And PAX BF is now oversized (passenger pays at airport desk) Refund and issue new EMD Add RMKS in PNR Refund and issue new EMD From LX onto LHG / OAL flights (passenger contacts LHG OAL) Refund W/I 24 hours after payment After voluntary rebooking onto LHG / OAL After upgrade onto a fare that permits 1BF FOC After upgrade due to overbooking After commercial upgrade - CUPC / CUPF (Original bag allowance remains) After last minute upgrade (Original bag allowance remains) After LAST MINUT / BARGAIN / AGENT / SWISS upgrade (Original bag allowance remains) M & M status changes into a higher status Although no RFD is granted, the new status (benefits / conditions) become effective immediately) EMD is closed status Z TIME CHANGE EQMT CHANGE ASVC / EMD remains associated A/C CHANGE no action required A/C VERSION CHANGE ASVC / EMD must be *re-linked / re-associated* to new FLT NBR CHANGE flight after E*TKT is revalidated/reissued AIRPORT CHANGE EMD-A must be reissued *re-linked* CANCELLATION If no alternative found EMD-A can be refunded AFTER INVOLUNTARY REBOOKING OR REROUTING ONTO LHG / OAL EMD STATUS IS SET ON I Subject to change without prior notice Page 18

19 25. EUROPE: ADDING OF A COMFORT PACKAGE TRAVEL AGENTS REQUEST COMFORT PACKAGE VIA SWISS.COM OR VIA SWISS SERVICE CENTER Service fee applies for agencies tickets if Comfort Package is booked via SWISS Service Center OVERVIEW BENEFIT CONDITIONS COMFORT PACKAGE COMBINATION - Middle seating free of Charge - Lounge access - Priority service (Business check-in and boarding) - Front cabin original condition of the original fare used applies for: - rebooking - refund - baggage allowance LGT fare : NN - No changes - No refund CLS fare : NC - changes against fee - No refund FLX fare : RF - changes FOC - refundable against fee - Premium meal - Mileage accrual as per respective Business RBD booked Remark: Airport taxes will be adapted where needed (UK / FR) Passenger booked in Economy wanting to pay an upgrade in Business ( also for LX flight range LX74xx) Passenger holding Economy confirmed booking on 724 document O/W or return Economy class All RBDs LX Economy class fares, also IT / BT / TO / VFR and Sales Actions (see exceptions below) VALID FOR Per Fare component (on the entire Fare component) Package is valid on all Business RBDs J / C / D / Z / P The amount of the Package is calculated according to the availability in Business It is offered irrespective of the date of issue The fare is calculated from the point of commencement of the entire ticket o Example: ZRH LX BRU LX ZRH the leg BRU ZRH is calculated from POC ZRH o Please mind to adapt airport taxes if needed (UK / FR) Code-share flights Award tickets CHILD discount is not applicable / INFANT pays 10% of the Comfort Package AD / DM tickets This Package cannot be sold via travel agent GDS but via Swiss.com This Package can be sold via SWISS:COM except when: o Un-published fares are used o The departure is within 24 hours o Tickets issued with RBD A or N NOT VALID FOR o o o o o o o o o Coupon status is not OPEN GROUP PNR is involved A conjunction ticket is involved The ticket contains informative or OAL segments The ticket contains any O/J The routing contains a stopover Re-issued tickets containing a Comfort Package POC is TR Turkey or RU Russia Booking containing AVIH/ PETC/ BIKE/ CBBG/ BLND/ DEAF/ MEDA/ STCR/ WCHx/ BSCT/ EXST Re-issued tickets containing a Comfort Package Subject to change without prior notice Page 19

20 VOLUNTARY REBOOKING, REROUTING AND REFUND REBOOKING WHEN BUSINESS CLASS IS NOT AVAILABLE REFUND The fare conditions of the original Bundle issued fare applies The same or higher fare logic still applies for rebooking when TKT has part or total Comfort Package Package is non-refundable The Package amount can be used towards a fare difference Package can also be transferred to a new flights/date REBOOKING WHEN BUSINESS CLASS IS NOT AVAILABLE: 1) no fare difference has to be paid Comfort package remains in the fare construction 2) fare difference has to be paid Package can be used to cover this difference o Any residual value remains in the fare construction o The Package can never be used to cover a new sale nor taxes or rebooking fee Cancellation, totally or partially, the Package is only refundable according to the economy fare rules 26. BUNDLING / GDS FUNCTIONALITY OVERVIEW BUNDLE FARES ASR PRE-PAID BAG COMFORT PACKAGE EMD 1A / 1G / 1S = OK 1A / 1G =OK 1A / 1G / 1S = OK NOT POSSIBLE 1A / 1G / 1S = OK Restricted for ONLINE travel agents 1S =coming soon Only 1xXBAG per BAG TYPE NOT possible for EU = 1 BF + 2 ADD IC = 2 ADD BAGS EMD-A issuing only in connection with 724 documents GDS cannot re-link re-associate or refund EMD but ONLY issue a new one 27. EXPECTANT MOTHERS Mothers-to-be whose pregnancy has proceeded without complications can travel on LX flights up to the end of the 36th week, i.e. up until 4 weeks before their scheduled delivery date For multiple births and without complications, travel up to the end of the 32th week is allowed. While it is not required, we recommend expectant mothers beyond the 28th week of their pregnancies to carry a current letter from a physician stating that the pregnancy is uncomplicated and confirming the expected date of delivery The physician should state that the patient s pregnancy does not prevent her from travelling Pregnant women also run a higher risk of developing a deep-vein thrombosis throughout their pregnancy In view of this, LX advises to discuss about the journey with a gynecologist in advance and also during the flight to wear compression stockings, to drink enough to minimize any additional risk In case of doubts contact SWISS Medical services Subject to change without prior notice Page 20

21 28. EXTRA-SEAT- CBBG = CABIN BAGGAGE / EXST = MEDICAL OR COMFORT REASON 28.A. PURPOSE For music instruments, pieces of art, pieces of value, diplomatic bags etc. (also for comfort reasons) an extra seat EXST/CBBG must be paid. These extra seats can only be booked within the passenger s PNR and must only be issued within the passenger s ticket Only one cabin baggage CBBG up to maximum 75kg or one extra seat is allowed per passenger No free baggage allowance is granted for CBBG / EXST Mileage accrual is permitted. Passenger needs to contact Miles & More for retroactive mileage claim Maximal dimension for CBBG on LX OPS LX NORMAL A/C INSTRUNENT A/C CABIN WINDOW SEATS 110X42X50CM EVERY TYPE 155X42X50CM EVERY TYPE MIDDLE SEATS 132X42X50CM B777/A333/A X42X50CM EVERY TYPE ECO 4 BUSNS 5 (music instr.only) FIRST NONE ECO 2 BUSNS 2 LX 2 OPS WK WINDOW SEATS 110X42X50CM A332/A333 A X42X50CM A332/A333 A320 ECO 1 BUSNS 1 (music instr: only) ECO 2 BUSNS 2 (music instr. only) LX 8 OPS WK WINDOW SEATS 110X42X50CM A332/A333 A X42X50CM A332/A333 A320 ECO 1 BUSNS 1 (music instr: only) ECO 1 BUSNS NONE LX OPS AOW LX OPS LH LX OPS OS 110X42X50CM AOW - F100/E90 LH 733/735 OS DH4/E90 155X42X50CM AOW - F100/E90 LH 733/735 OS DH4/E90 ECO permitted BUSNS permitted 28.B. RESERVATION PROCEDURE Reservation must be made in one PNR GDS 1G NAME FIELD >N.2 BLACK / PETER MR / CBBG SSR >SI.P1 S1 / CBBG NN1*1 CELLO 20KGS 120X60X30CM 1A NAME FIELD >NM 2 BLACK / PETER MR( IDCBBG ) / CBBG SSR >SR * CBBG NN1-CELLO 20KGS 120X60X30CM / P1 / S3 1S NAME FIELD >- 2 PARKER / PETER MR / CBBG SSR >3 CBBG 3 / CELLO 110x42x50 70KG -1.1 EXST (Extra seat) and CBBG (Cabin Baggage) PNR s / name field are no longer allowed They have to be inserted within the same booking file and ticketed under the same family name Please mind that an extra seat must be issued within the passenger s E*TKT ZZ/EXST is not a family name and therefore such ticket cannot be issued Extra seat can be booked for comfort reason or cabin baggage such as cello Airport taxes will be paid once but international surcharge must be collected for each reserved seat CHD / AD / ID / CF / GIT / BT / GROUP fares are not allowed for extra seat fare calculation Also mind EXST / CBBG does not increase the baggage allowance Example: - 2BLACK/PETERMR/EXST or -2BASINGSTOKE/MELVINMR/CBBG Subject to change without prior notice Page 21

22 28.1. EXST FOR OUTBOUND AND INBOUND FLIGHTS 2BLACK/PETERMR/EXST 1 LX 1954 K 10SEP ZRHBCN HK Y-K 2 LX 1955 K 15SEP BCNZRH HK Y-K HFAX SSRNSSTLXHK 1ZRH BCN 1954K10SEP-1BLACK/PETERMR.30B SSREXSTLXHK 1ZRH BCN 1954K10SEP-1BLACK/PETERMR.30A SSRNSSTLXHK 1BCN ZRH 1955K15SEP-1BLACK/PETERMR.28B SSREXSTLXHK 1BCN ZRH 1955K15SEP-1BLACK/PETERMR.28A EXST can be booked normally Enter seat number for passenger and the next following seat number for EXST CBBG FOR OUTBOUND AND INBOUND FLIGHTS 2BASINGSTOKE/MELVINMR/CBBG 1 LX 1954 K 10SEP ZRHBCN HK Y-K 2 LX 1955 K 15SEP BCNZRH HK Y-K HFAX SSRNSSTLXHK 1ZRH BCN 1954K10SEP-1BASINGSTOKE/MELVINMR.30B SSREXSTLXHK 1ZRH BCN 1954K10SEP-1BASINGSTOKE/MELVINMR.30A SSRCBBGLXHK 1ZRH BCN 1954K10SEP-1BASINGSTOKE/MELVINMR.20KG 120x60x30CM (CELLO) SSRNSSTLXHK 1BCN ZRH 1955K15SEP-1BASINGSTOKE/MELVINMR.28B SSREXSTLXHK 1BCN ZRH 1955K15SEP-1BASINGSTOKE/MELVINMR.28A SSRCBBGLXHK 1BCN ZRH 1955K15SEP-1BASINGSTOKE/MELVINMR.20KG 120x60x30CM (CELLO) CBBG has to be requested via SSR SSRCBBGLXHK 1ZRH BCN 1954K10SEP-1BASINGSTOKE/MELVINMR.20KG 120x60x30CM Enter seat number for passenger and the next following seat number for CBBG CBBG seat is always at the window and the passenger s seat is next to it EXST / CBBG FOR OUTBOUND FLIGHT ONLY Original PNR 2BLACK/PETERMR/EXST 1 LX 1486 T 30SEP ZRHPRG HK Y-T 2 LX 1715 K 11DEC PRGZRH HK Y-K HFAX 1 SSRNSSTLXHK 1ZRH PRG 1486T30SEP-1BLACK/PETERMR.30B 2 SSREXSTLXHK 1ZRH PRG 1486T30SEP-1BLACK/PETERMR.30A Cancel inbound segment in original PNR > Book a second PNR 1BLACK/PETERMR 1 LX 1715 K 11DEC PRGZRH HK Y-K Insert Cross reference in OSI remark and reissue the ticket EXST / CBBG FOR IN AND OUTBOUND FLIGHT ONLY Original PNR 2BLACK/PETERMR/EXST 1 LX 1486 T 30SEP ZRHPRG HK Y-T 2 LX 1715 K 11DEC PRGZRH HK Y-K HFAX 1 SSRNSSTLXHK 1PRG ZRH 1715K11DEC-1BLACK/PETERMR.30B 2 SSREXSTLXHK 1PRG ZRH 1715K11DEC-1BLACK/PETERMR.30A Cancel outbound segment in original PNR > Book a second PNR 1BLACK/PETERMR 1 LX 1486 T 30SEP ZRHPRG HK Y-T Insert Cross reference in OSI remark and reissue the ticket EXST / CBBG CANCELLATION 2BASINGSTOKE/MELVINMR/CBBG 1 LX 1954 K 10SEP ZRHBCN HK Y-K 2 LX 1955 K 15SEP BCNZRH HK Y-K Split the original PNR > Create new PNR for passenger only 1BASINGSTOKE/MELVINMR 1 LX 1954 K 10SEP ZRHBCN HK Y-K 2 LX 1955 K 15SEP BCNZRH HK Y-K Reissue the ticket Subject to change without prior notice Page 22

23 28.6. EXST / CBBG FARES A normal fare quote is stored for the passenger SAMPLE/ALANMR 1 ZRHJNB LX 288 U 10FEB 2245 OK URCSR 10FEB10FEB 1PC 2 JNBZRH LX 289 S 20FEB 2030-OK SNCSR 20FEB20FEB 1PC ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX JNB URCSR LX ZRH SNCSR NUC ROE FARE CHF TAXES CHF36.40CH CHF1.50EV CHF2UM CHF15WC CHF27ZA CHF450YQ ADDITION OF AN EXST ON BOTH LEGS SAMPLE/ALANMR EX01 1 ZRHJNB LX 288 U 10FEB 2245 OK URCSR 10FEB10FEB 1PC 2 JNBZRH LX 289 S 20FEB 2030-OK SNCSR 20FEB20FEB 1PC ENDO FARE RESTRICTIONS APPLY * CBBG PAID FCALC ZRH LX JNB URCSR CBBG ZRHJNB LX ZRH SNCSR CBBG JNBBRH NUC ROE FARE CHF TAXES PD36.40CH PD1.50EV PD2UM PD15WC PD27ZA PD450YQ CHF450YQ Collect YQ tax twice ADDITION OF AN EXST ON THE RETURN LEG SAMPLE/ALANMR EX01 1 ZRHJNB LX 288 U 10FEB 2245 OK URCSR 10FEB10FEB 1PC 2 JNBZRH LX 289 S 20FEB 2030-OK SNCSR 20FEB20FEB 1PC ENDO FARE RESTRICTIONS APPLY * CBBG PAID FCALC ZRH LX JNB URCSR LX ZRH SNCSR CBBG JNBBRH NUC ROE FARE CHF TAXES PD36.40CH PD1.50EV PD2UM PD15WC PD27ZA PD450YQ CHF275YQ (Collect YQ tax for each stretch 3 times) The applicable ½ RT fare applies for the EXST When passenger is holding a fictitious RT fare and requests a refund please mind the EXTRA SEAT will be considered as a ONE/WAY 1G NAME FIELD >N.2SAMPLE/ALLAN MR/EXST SSR >SI.P1S1/EXST NN1*PERSONAL COMFORT 1A NAME FIELD >NM2 SAMPLE/ALLAN MR(IDEXST)/EXST SSR >SR*EXST NN1-PERSONAL COMFORT/P1/S3 1S NAME FIELD >2 SAMPLE/ALLAN MR / EXST SSR >3 EXST 1 / PERSONAL COMFORT 1.1 Subject to change without prior notice Page 23

24 29. FEE CATALOGUE CALCULATION / VERIF RTW FARE Also for re-calculation PNR CHF100 RE-ISSUING TKTS PAX CHF 75 CALCULATION / VERIF AIRPASS - First calculation PNR CHF 50 AND OTHERS - Calculation - for reissue - Calculation - for refund - Calculation - for upgrades INSERTION OF SSR PAX CHF 30 INSERTION OF M&M NBRS PAX CHF 30 MEALS PAX CHF 30 CONFIRMATION & BARCODE PAX CHF 30 ADMIN WITH FEE - of a correct TST PAX CHF 30 - *Re-link* of TKNE EU CALCULATION BUNDLING FARE Goodwill until end of DEC15 FOC EU COMFORT PACKAGE Goodwill until end of DEC15 FOC EU PREPAID BAG Goodwill until end of DEC15 FOC ADMIN AT NO FEE - Insertion of a provisional M&M number - Seating HON/SEN - Explanation of a fare note - Secure a DUPE - Check of ticketing agreement - *Re-link* ASR to TKNE - OTHS sent for correct issuing (AD) - OTHS advance. booking limitation - Divorce of married segments - Out of sequence - 24h regulation - Avalanche bag NB all cumulative 30. GROUPS Contact agent.groups@swiss.com 31. HAND BAGGAGE 1. - First class..2 x max. 8kg and dimensions of 55x40x23cm 2. - Business class 2 x max. 8kg and dimensions of 55x40x23cm 3 - Economy class 1x max. 8kg and dimensions of 55x40x23cm The following items can be taken on board additional to above allowance: o Adults and children: 1 lady s handbag or laptop bag or shoulder bag 40x30x10cm o Infants: 1 baby basket or 1 collapsible pram or 1 car seat o hand baggage allowance Subject to change without prior notice Page 24

25 32. HIP HIGHER INTERMEDIATE POINT => OCCURS ON STOPOVER ONLY The HIP is a higher fare (within a fare component) from and to any stopover point, other than the direct fare amount from origin to destination of the Fare Component Some fares have HIP exceptions. They are shown in NC17/HI HIP and STOPOVER are not the same and are therefore totally independent from each other When a STOPOVER is permitted against fee, it happened that both HIP and STOPOVER must to be collected at the same time HIP ON STOPOVER POINT NO STOPOVER COLLECTION AS PER NC17/HI - NC8/SO 01 TXL ZRH S CIF 01FEB 02 ZRH BKK S CIF 10FEB 03 BKK ZRH S CIF 10MAR 04 ZRH TXL S CIF 20MAR Fare calculation : BER LX ZRH LX BKK M ZRHBKK CIF LX ZRH LX BER M ZRHBKK CIF HIP ON STOPOVER POINT WITH STOPOVER COLLECTION AS PER NC17/HI - NC8/SO 01 ZRH TYO S HRCJSR 01FEB 02 TYO OIM S HRCJSR 10FEB 03 OIM TYO S HRCJSR 10MAR 04 TYO ZRH S HRCJSR 20MAR Fare calculation : ZRH LX TYO LX OIM ZRHTYO819.56HRCJSR LX TYO LX ZRH ZRHTYO819.56HRCJSR 2S IATA FARES Please mind, booking classes for IATA fares YIF CIF FIF, are not necessarily the same as shown in the fare display (Contact your GDS helpdesk in order to get the entries for the correct booking classes) 1G- >FDC * 1 // LX 1A- >FQS 1 / ALX 1S- >FQ ZRHATH 15NOV - LX IATA / MF / CF / TO FARES When a ticket is issued on a normal LX published (carrier) fare, the normal price, fare basis and fare calculation must be shown on the ticket NO HIDDEN PRICE PERMITTED o If original fare../mf, the reissue may only be another. /MF fare o If original fare.../to, the reissue may only be another./to fare o If original fare.../cf, the reissue may only be another../cf fare NUC amount, ROE and fare are not shown on the TO/MF fare ticket only Subject to change without prior notice Page 25

26 34. INFANT / CHILD TICKETS WORLDWIDE See NC19 / CD. For infants turning 2nd birthday after the outbound flight, but before any continuation or return the child fare ticket has to be issued for the entire journey A seat must be booked for the part of the trip were the infant if over 2 years, therefore separate a seat may be booked for the entire journey. It is not needed anymore to issue a half infant and half child ticket For children having the 12th birthday after the outbound flight, but before any continuation or return, the adult fare ticket has to be issued for the entire journey GDS CHILD DOB for automatic CHML order 1G >SI.P1/ CHLD*18JAN04 1A >NM 2 SMITH / TOM / CANDY (CHD / 05APR08) 1S >3 CHLD / 05JAN INVOLUNTARY REISSUE / REROUTING / REVALIDATION/ REFUND There is a difference between voluntary and involuntary changes Voluntary: a passenger decides to make changes within his journey o 1.1. Travel agent reissues ticket according to the rules o 1.2. ADM is sent if an agent wrongly reissues/ reroutes / revalidates or refunds its tickets Involuntary: the airline changes/cancels a flight o 1.1. Rebooking is made according LX Agent News information with passenger s agreement o 1.2. Unrestricted fares (free of charge) are involuntary revalidated / reissued by travel agent o 1.3. Restricted fares will be handled by LX or by the travel agents following RP1735g below o 1.4. The involved tickets will always be COMPLETELY REISSUED by agents o 1.5. When an agent wrongly reissues or refunds the tickets, an ADM will follow Remark: within 48hours please contact the operating carrier Outside 48hours please revert to the RP1735g table below: Only one free change will be granted per involuntary case For techn. reason an INVOL rebooking must be made on the operating carrier (no code-share) Otherwise in both cases a refund will be granted REFUND NOTICE = direct refund via BSP link APPLICATION FOR REFUND = refund request via BSP link All refunds for involuntary totally unused or partially used LX/724 tickets must be handled according to the special Agent News that we publish on with an added Remark: LX123/(date) cancelled due to (reason) RECOMMANDED PRACTICE 1735g This practice is not mandatory - Valid for LX documents only - Valid for LX/WK operated flights - Valid within the same compartment only! Economy Premium is valid in Economy only! EXCLUDED REISSUE ONLY VIA LX - Irregularities NO AUTHORIZATION NEEDED (but still must be acknowledge by agency support) 1.LX FLTS/LX OPS - W/I TKT validity - same RBD or next higher available - W/I 7 D before or after original DEP DTE 2. LX FLT NBR-OPS LX/LHG CONX flights AUTHORIZATION NEEDED IF 1/2/3/4/5 are not possible - LX could have other alternatives to propose =>TRVL AGT contacts AGY SUP or REFUND (no handling fee) Subject to change without prior notice Page 26

27 - Tickets with upgrades - Special products (CMA/CMP ) - AD / PEP - Groups - EXST / CBBG / STCR - Change of O/D (when nothing else possible) - W/I TKT validity - same RBD or next higher - W/I 3 D before or after original DEP DATE 3. LX code-share (non LX ops) - W/I TKT validity only same RBD 4. Rebooking to LHG- AC UA OPS flights - W/I TKT validity - same RBD or next higher available - W/I 3 D before or after original DEP DATE 5. LX flights numbers (LHG ops) / OAL CONX - OK to reroute if route W/I routing table - W/I TKT validity - same RBD or next higher available - W/I 3 D before or after original DEP DATE - only same RBD permitted on OAL - see AC/UA alternative 4 - SEGMENTS NOT RELATED TO SCHED CHG MUST REMAIN THE SAME - Any REFUND full or partly is done via BSP link with proof of schedule change Travel agent adds >INVOL SKCHG LX123/15MAR - for EMD in CONX with SKCHG Travel agent adds > INVOL SKCHG LX123/15MAR > TKNE > RFD RQST EMD 724. AGY SUPP adds > 5SAVE/*INVOL SKCHG LX123/15MAR OK TO REISSUE BY TRVL AGT or > 5SAVE/*INVOL SKCHG LX123/15MAR AUTH TO INVOL FULL/PRTLY RFD TKNE 724. For LX: - TRVL AGT handles W/I 14 d after SKCHG - AGY SUPP checks if not several changes done by travel agent For OAL : TRVL AGT handle W/I 3 d after SKCHG AGY SUPP checks if not several changes done by TA REMARK If PNR already HX no VR can be sent - LX will reissue the TKTs or send a CONFIRMATION mail PNR ENDO BOX OSI LX INVOL LX123/15MAR INVOL SKCHG LX123/15MAR (original FLIGHT number / DATE) Whenever the INVOL has been automatically done by LX system the travel agent is still responsible for checking if done as per passenger s wish. Subject to change without prior notice Page 27

28 36. LOUNGE INFORMATION SWISS lounge information Star Alliance lounge finder 37. LX VALIDATION (FORMER PLATING) => REBOOKING / CHANGE OF CARRIER Basic rule for issuance (IATA / mixed fares) 1- Within Europe the validation is made on the first international carrier 2- Worldwide the validation is made on the first long haul carrier 3- When an OAL fare basis is used for the entire ticket: plating is done on that OAL When an LX un-flown ticket should be reissued but no LX stretches remain = such ticket can only be cancelled against fee if any and a new OAL ticket must be issued see NC16 / PE In case of wrong validation, LX will not allow any full refund for wrongly LX document validated with restrictive OAL fares Travel agents issuing wrongly plated document are risking an ADM (CHF200) Original un-flown TKT ETKT 724xxx 1 ZRH LHR LX 2 LHR ZRH LX Rerouting wanted 1 ZRH LHR LX 2 LHR FRA LH 3 FRA ZRH LH The exchange remains on LX Other rerouting wanted 1 ZRH FRA LH 2 FRA LHR LH 3 LHR ZRH LX The exchange is acceptable on LX as a stretch is still flown with LX Other rerouting wanted OR 1 ZRH FRA LH 2 FRA LHR LH 3 LHR FRA LH 4 FRA ZRH LH As per LX fare notes such document may not be exchanged with LX plate as LX stretches are not any more involved in this booking Ticket should be refunded against penalty if any and a new ticket will be issued 38. MAAS => MEET AND ASSIST LX does not provide Meet and Assist services any more. Such request will not be accepted 39. MARRIED SEGMENTS Married segments apply for flights that have to stay together in order to reach the fare break point In case you have to issue 2 different tickets, you must book 2 different files Avoid no-shows, when you issue fictitious return, please always cancel them after outbound is flown and before departure of the inbound At the moment Airlines does not react against fictitious return flights but mind that this no official procedure Example: Routing Original New Consequence PAR ZRH NYC PAR ZRH NYC Cancellation of the PAR ZRH flight only is not possible You have to cancel both flights PAR-ZRH / ZRH-NYC and apply a new availability ZRH NYC Subject to change without prior notice Page 28

29 40. MCO / VMPD / EMD => SEE ALSO CHAPTER 77 MCO / VMCO / VMPD issuance is no longer allowed When rebooking fee apply, ticket must be reissued and fees must be shown in tax box (CHFxxxDU) o Agent is NOT allowed to issue documents for OXYGEN/STRETCHER, only the Airline is entitled to o EXST must be issued within the passenger s ticket o Also document issuance for PETC / AVIH / UMNR / SPEQ / must be made at the airport 41. MEALS Visit Special Meals Special meals must be ordered at least 24hours before flight departure Special surprises (wines/cake) are ONLY bookable on-line Subject to change without prior notice Page 29

30 42. MEDA => MEDICAL CASE Medical clearance is required for: o Stretcher cases o Passengers needing medical attention, extra oxygen or other some medical equipment o Passengers whose conduct, mental status or physical condition renders them a risk to themselves to other persons or to the safety of the flight o Passenger who are both blind and deaf o Passengers needing an extra seat due to medical reasons (exception for US flights) o Passenger who suffer from a disease which is believed to be contagious and could easily be passed on to other passengers on board (incl. typical children s diseases, e.g. measles, chicken pox) o Passenger who have a medical condition with increased risk of deterioration during the flight such as: recent surgery severe respiratory or cardiac disorders severe respiratory or cardiac disorders recent heart attack, stroke, epilepsy and many others o Passenger on long haul flights with a long arm cast (above elbow) or a leg cast/splint which has been made within 5 days prior to departure o Passenger on short haul flights with a long arm cast (above elbow) or a leg cast/splint which has been made within 48 hours prior to departure o Expectant mothers up to the 36 th week of pregnancy with an elevated risk for complications and pre-mature birth due to medical history o Babies under the age of seven days LX requires advance notice for following cases: hours advance notice & 1 hour advance check-in for the use of oxygen hours advance notice & 1 hour advance check-in for use of portable oxygen concentrator (POC) 3. Various advance notice for the accommodation of Stretcher (STCR) passengers 4. Various advance notice for a group of ten (10) or more passengers with a disability 5. Various advance notice for the provision of an on-board wheelchair 6. Various advance notice for the transportation of an emotional support or service animal (dog only) 7. Various advance notice for the accommodation of a passenger with BOTH severe vision and hearing impairments Mind the following type of medical service is not free of charge Please ask the passenger for the form of payment at the same time you request the medical service EXST Travel agent may issue a ticket with EXST (see EXST chapter as specific ticketing required) STCR Issuing LX ONLY - not permitted for travel agents provide Credit Card / expiry date OXYGEN Issuing LX ONLY - not permitted for travel agents provide Credit Card / expiry date Special Assistance Form / Medical Clearance SAF/MEDIF form Continuous Positive Airways Pressure Machine CPAP information sheet Contact and further information SWISS Medical Services Transport of non-infectious samples: stem cells / blood cells This is non-meda case o A SSR remark is mandatory to advise about such transport o No documents are required o Dimension and weight may not exceed those of regular hand luggage o Courier must be able to provide official up to date documents if requested by LX staff Subject to change without prior notice Page 30

31 43. MIDWEEK / WEEKEND FARE APPLICATION => NC2/DA This is only applicable to some fares 44. MILES & MORE LX Agency Support does not handle redemption / upgrade booking and is not authorized to communicate member data information about the frequent flyer program base silver senator circle honcircle@swiss.com For more information visit miles-and-more.ch For more information about Staralliance Gold, Silver benefits, visit staralliance.com GDS 1G >M.LH / LX 1A >FFNLH LX 1S >FFLH / LX Mileage upgrade on LX flight is not possible for: o EUROPE K L E X class o INTERCONRINENTAL K L E T X I class o WORLD WIDE agent offers 45. MILEAGE / ROUTING FARE For most of the fares: only highest F J Y fares are mileage fares - all others are filled as routing fares The LX fare structures remain based on ROUTING The transatlantic carrier is the fare owner and its routing table is relevant Please be aware of possible carrier restrictions see NC4/FL Mind each carrier defines its own applicable routing 46. MINIMUM / MAXIMUM STAY Minimum stay may vary in days between different fares In case of 2 different MIN STAY within a ticket, the most restrictive rule applies LX published fares (except promotional fares) have the same maximum stay of 12 months counted from the date of departure When a published fare is combined with a promotional fare having different MIN / MAX, the most restrictive rule applies 47. NAME CHANGE LX does not allow name changes. When a ticket is issued for a passenger and someone else would like to travel instead o PNR and ticket have to be cancelled with adherence to the fare conditions o A new PNR will be created following availability and a new ticket will be issued Subject to change without prior notice Page 31

32 48. NAME CORRECTION NAME FIELD IS LIMITED TO MAXIMUM 33 CHARACTERS NAME CORRECTION IS MANDATORY AND MUST BE DONE BEFORE DEPARTURE NEVER AFTER DEPARTURE GENERAL Valid for LX flight numbers Under no circumstances a CKECK-IN remark will be added to PNR No penalty applies for name correction on an INFANT ticket The name correction procedure is only valid for un-ticketed PNRs and for un-flown tickets Name correction within the same PNR can only be done up to a max of 2 characters before ticketing Never proceed to any name correction after ticket issuance within your GDS To UK and AJV the name field MUST be the exact reflect of the passport. API-Data is required To other countries, a name correction is not always obligatory (passenger s decision) but it must be clearly a typing error or if 1 first-name is missing in the name field. The correct name shall be entered in APIS Correction due to spelling error/marriage/divorce is accepted as long as passenger remains the same o Correction after marriage: the agent provides the marriage certificate to LX as proof Correction can be done for given name instead of nick name before issuing SIMTH/MAX MR into SMITH / MAX MR SOMMER/ANNEMRS into SUMMER/ANNEMRS WINTER/BILLMR into WINTER/WILLIAMMR NAME CORRECTION BEFORE TICKET INSSUANCE Please find the name correction procedure in a few steps If more than 1 passenger within the PNR, split the PNR BUT NOT cancel yet A new PNR with the correct name must be made (same dates, same flight numbers same fare) IF the same RBDs are no longer available or not even possible to wait list, please contact us o Once the flights are re-instated, issue the ticket(s) Also mind that we can only re-instate the RBDs for the LX flights and NO guarantee is given for OAL flights NAME CORRECTION AFTER TICKET ISSUANCE Please find the name correction procedure in a few steps If more than 1 passenger within the PNR, split the PNR BUT NOT cancel yet A new PNR with the correct name must be made (same dates, same flight numbers same fare) a- If the original RBD is no more available please call Agency Support b- If the same RBD is available, please re-issue the E*TKT in the new PNR (with ad-hoc fee) Travel agent will re-issue the E*TKT and issue an EMD-S with value CHF50 A LX internal remark will be added in PNR to identify the name correction procedure Note In case of a LX/OAL booking, no guarantee is given to reinstate the RBD on the OAL stretch For code-share segments, no guarantee is given (fare restrictions may apply) 49. NAME FIELD => MAXIMUM 29 CHARACTERS FOR THE WHOLE NAME FIELD The name items should read the same as in the passenger s passport LX allows max. 29 characters, including / and title in name field. Title MR MRS is mandatory See below examples: - If a passport shows: Corbusier Jacquemart - Elisabeth Marie Philippine Hélène - Name field will read: CORBUSIERJACQUEMART/ELISAMRS - If a passport shows: Corbusier - Elisabeth Marie Philippine Hélène - Name field will read: CORBUSIER/ELISABETHMARIEPMRS Subject to change without prior notice Page 32

33 50 NEWS LETTER => AGENT NEWS register here 51. NO SHOW No-show is a failure to use a reserved and confirmed flight without cancel advice before departure Always check NC16 / PE. In case of combination depending on the fare structure used Our system will automatically cancel all remaining segments of the same PNR o It is mandatory to make one PNR per journey -avoid cross referenced TKTs W/I the same PNR 52. OPTIONAL PAYMENT CHARGE => OPC For details visit: OPEN JAW => NC10 / CO Occurs when origin and destination are not equal, this is a surface portion of an itinerary and fare 54. ORIGIN / DESTINATION => O & D A Revenue Management System is in place which treats several flight segments as a single unit This is to maintain an efficient seat distribution Availability is based on O and D of the itinerary as well as of point of sales (POS) and other indicators Selection of flights must be done from Origin to Destination. Adding / deleting of single flights segments are not permitted You may encounter different availabilities when checking space for single flight segments versus an entire leg The same situation may occur, when checking the availability within or outside an existing PNR Please note that creation of two PNRs to bypass O&D logic is not permitted o In case of by-passing, a Vendor Remark is added to the PNR: /// XLD DUE TO VIOLATION OF LX BKG POLICY * SWISS REV INTEGRITY ZRH/DTE - Before ticketing => flights are automatically cancelled - After ticketing => ADM will be sent 55. OUT OF SEQUENCE Travel in sequence applies to all fares type Customer must be informed about sequential travel, any changes to an itinerary requires a fare recalculation See also NC15/SR When passengers skip one or more coupons of its issued ticket and uses the rest of the itinerary The new applicable fare is based on the remaining routing and the original date of issue If the recalculated amount is lower than the original, no refund will apply - Change fee will be levied Rebooking condition Fee for coupon sequence change Non re-bookable fares CHF100 Europe CHF200 Intercontinental Plus any applicable fare difference Re-bookable against fee Rebooking fee according to fare conditions Plus any applicable fare difference Re-bookable free of charge Standard reissue procedure with possible fare increase or refund of fare difference Subject to change without prior notice Page 33

34 56. PIECE CONCEPT => X BAG / SEE ALSO BUNDLE FARES Free baggage allowance (FBA) in Economy is 1PC (max 23kg dim. 158cm total) A fee will be charged for a second piece (same weight / same dimension) LX has piece concept worldwide General free baggage allowance AJV / ROW fare structures only F- adult 3 x 32kg + 1 ski equipment infant 1 x 23kg + 1 pushchair C- adult 2 x 32kg + 1 ski equipment infant 1 x 23kg + 1 pushchair Y- adult 1 x 23kg + 1 ski equipment infant 1 x 23kg + 1 pushchair to - from West/East/Central Africa and Japan Y- adult 2 x 23kg + 1 ski equipment infant 1 x 23kg + 1 pushchair RTW fares F- 2 x 32kg + 1 ski equipment C- 2 x 32kg + 1 ski equipment Y- 2 x 23kg + 1 ski equipment Attention, as soon as the FBA is oversized or over weighted other fee will apply cabin free piece weight Dimension F C- oversized max32kg over 158cm oversized max23kg over 158cm Y- too heavy 24-32kg max 158cm oversized and too heavy 24-32kg over 158cm Further information in / baggage free baggage allowance 57. PRICING UNIT A journey or part of it- -priced as separate fare- capable to be ticketed apart ZRH NYC LAX NYC ZRH ZFFSRW VA7GN VA7GN ZFFSRW Fare issued within1ticket ZRH NYC ZRH ZFFSRW ZFFSRW Both ZFFSRW FARE COMPONENTS represents the first Pricing Unit NYC LAX NYC VA7GN VA7GN Both VA7GN FARE COMPONENTS represents the second Pricing Unit Subject to change without prior notice Page 34

35 58. REBOOKING / CHANGE OF CARRIER Original un-flown TKT Rerouting wanted Other rerouting wanted Other rerouting wanted ETKT ZRH LHR LX 2 LHR ZRH LX 1 ZRH LHR LX 2 LHR FRA LH 3 FRA ZRH LH The exchange remains on LX 1 ZRH FRA LH 2 FRA LHR LH 3 LHR ZRH LX The exchange is acceptable on LX as a stretch is still flown with LX OR 1 ZRH FRA LH 2 FRA LHR LH 3 LHR FRA LH 4 FRA ZRH LH As per LX fare notes such document may not be exchanged on LX plating as LX stretches are not any more involved in this booking Ticket should be refunded against Penalty if any and a new ticket will be issued Subject to change without prior notice Page 35

36 59 REBOOKING / REISSUE LX fares: does not allow a rebooking in a lower class within the same compartment, down-selling is not permitted see NC16/PE When a travel agent makes a rebooking, he has to collect change fees (if any), fare difference (if any) and reissue the ticket in 1 transaction (at the same time and before departure date of that particular coupon that needs to be changed) otherwise the ticket loses its validity as per NC16/PE Agency Support will not revalidate nor reissue tickets against travel agents EMD In case of reissue: un-flown or partly flown, ticket(s) and in order to avoid any discrepancies (rate of exchange, fare or tax increase) the new ticket mask should always be done manually and carefully o Actual fare = Applicable NUC amount used when a change occurs on the 1st coupon = new fare quote is made o Historical fare = Applicable NUC amount used when a change occurs on any other coupon than the first one Applicable irrespective if change occurs to outbound or inbound flight ETKT ISSUED 13AUG Z ZRHJFK LX 16 M 03 SEP 0710 OK MRFSRW 1PC F 2 JFKZRH LX 17 M 07 JUL 1710 OK MRFSRW 1PC O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX NYC MRFSRW LX ZRH MRFSRW NUC ROE FARE TAXES CHF CHF41.40CH CHF2.50AY CHF33.00US CHF5.00XA CHF7.00XY CHF5.50YC CHF384.00YQ CHF4.50XF JFK4.50 If a new fare quote is made after the first coupon is flown, the rate of exchange, the fare and some taxes might not be the same anymore That s why you have to prepare a manual TST (or correct anti-date quote) for correct ticket exchanges That s why the recalculation must be based on HISTORICAL fare Wrong way to proceed using ACTUAL fare amount: 1 ZRH JFK X MRFSRW 1PC 2 JFK ZRH X MRFSRW 1PC ENDO FL/CNX/CHG RESTRICTED CONSTR ZRH LX NYC MRFSRW LX ZRH MRFSRW NUC ROE FARE CHF TAX CHF36.40CH CHF2.50AY CHF32.00US CHF4.50XA CHF6.50XY CHF5.00YC CHF400.00YQ CHF4.50XF JFK Inputs are different from original TKT. Reissue should read the information from issuing date not from date of re-issue (16MAY27 example here) as first segment already flown Correct way to proceed using HISTORICAL fare amount: 1 JFK ZRH X MRFSRW 1PC ENDO FL/CNX/CHG RESTRICTED CONSTR ZRH LX NYC MRFSRW LX ZRH MRFSRW NUC ROE FARE CHF TAX PD41.40CH PD2.50AY PD33.00US PD5.00XA PD7.00XY PD5.50YC PD384.00YQ PDF4.50XF JFK4.50 Flown segment(s) must not appear in the exchanged ticket. Please select segment(s) to be flown only! LX does not allow reissues without full NUC amounts in the new fare calculation (except TO fares) Subject to change without prior notice Page 36

37 59.1. REBOOKING / REISSUE OF UN-FLOWN TICKETS SAME BOOKING CLASS / NO FARE INCREASE Change of the 1 ST CN /Make a new fare quote /Reissue ticket /Add RBKG fee in tax box DU (if any) original classic fare ticket reissued classic fare ticket ISSUED 02JUL Z ZRHLHR LX 316 Q 03DEC 0710 QCLS1S E 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S E ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ISSUED 02SEP Z ZRHLHR LX 316 Q 02DEC 0710 QCLS1S O 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ROE ROE FARE CHF TAXES CHF36.40CH CHF19.00GB CHF43.50UB CHF80.00YQ FARE CHF TAXES PD36.40CH PD19.00GB PD43.50UB PD80.00YQ CHF105DU TTL CHF TTL CHF105.00A FARE INCREASE Change of the 1 ST CN /Make a new fare quote /Reissue ticket /Add RBKG fee in tax box DU (if any) original classic fare ticket reissued classic fare ticket ISSUED 02JUL Z ZRHLHR LX 316 Q 03DEC 0710 QCLS1S E 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S E ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ISSUED 02SEP Z ZRHLHR LX 316 H 01DEC 0710 HCLS1D O 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON HCLS1D LX ZRH QRC0DSR NUC ROE ROE FARE CHF TAXES CHF36.40CH CHF19.00GB CHF43.50UB CHF80.00YQ FARE CHF TAXES PD36.40CH PD19.00GB PD43.50UB PD80.00YQ CHF105DU TTL CHF TTL CHF434.00A LOWER FARE The same or higher fare logic applies. Such reissue is not permitted original ticket reissued ticket ISSUED 02JUL Z ZRHLHR LX 316 Q 03DEC 0710 QCLS1S E 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S E ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ISSUED 02SEP Z ZRHLHR LX 316 E 01DEC 0710 ECLS2S O 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON 65.53ECLS2S LX ZRH QRC0DSR NUC ROE ROE FARE CHF TAXES CHF36.40CH CHF19.00GB CHF43.50UB CHF80.00YQ TTL CHF The original total NUC amount is The NEW total NUC amount is Q-class is this is a down-sell Subject to change without prior notice Page 37

38 REISSUE WITH AN ADVANCE PURCHASE original ticket ZDHZRH LX7403 J 28MAY ARCSR2W/OPF 3PC -O XZRHJFK LX 016 A 28MAY ARCSR2W/OPF 3PC -O VOID VOID ORDZRH LX 009 A 05JUN ARCSR2W/OPF 3PC -O XZRHZDH LX7410 J 06JUN ARCSR2W/OPF 3PC -O ENDO FL/CNX/CHG RESTRCTD/CHECK FARE NOTE FCALC BSL LX X/ZRH LX NYC /-CHI LX X/ZRH LX BSL UC RE FA CHF new booking wanted LX 7403 J 28MAY ZDHZRH HK1 LX 16 A 28MAY ZRHJFK HK1 UA 1440 Z 4JUN LGAORD HK1 LX 2609 A 5JUN ORDZRH HK1 LX 7402 J 6JUN ZRHZDH HK1 Before or after departure / please pay huge attention at the notes when rebooking a ticket with ADV It could be that the ADV is mandatory / not mandatory See below: 16. PENALTIES / PE 16. PENALTIES / PE CHANGES BEFORE DEPARTURE CHANGES BEFORE DEPARTURE - CHARGE CHF200 FOR REISSUE/REVAL - CHARGE CHF200 FOR REISSUE/REVAL - THE FOLLOWING RULES APPLY PER FARE - THE FOLLOWING RULES APPLY PER FARE COMPONENT/DIRECTION. COMPONENT/DIRECTION. - CHANGE FEE APPLIES FOR EVERY SINGLE - CHANGES PERMITTED FOR CLOSED TRANSACTION. REROUTING/REBKG - CHANGES PERMITTED FOR REROUTING/REBKG PROVIDED THE FOLLOWING CONDITIONS PROVIDED THE FOLLOWING CONDITIONS ARE ARE COMPLIED WITH- COMPLIED WITH- - REROUTING/REBOOKING PERMITTED REROUTING/REBOOKING PERMITTED PROVIDED ALL CONDITIONS OF THE NEW PROVIDED ALL CONDITIONS OF THE NEW FARE FOR THE ENTIRE JOURNEY EXCEPT FARE INCLUDING ADVANCE PURCHASE ARE ADVANCE PURCHASE ARE COMPLIED WITH. COMPLIED WITH IRRESPECTIVE IF CHANGE OCCURS TO OUTBOUND OR INBOUND FLIGHT. Also mind how to calculate this ADV which is depending on the note 31. VOL CHANGES / VC 31. VOL CHANGES / VC 7.ADV RES IS MEASURED FROM ORIGINAL TKT DATE TO DEPARTURE OF PRICING UNIT 6. ADV RES IS MEASURED FROM REISSUE DATE TO DEPARTURE OF PRICING UNIT SPECIAL WHEN MIN/STAY INVOLVED Original issued ticket with a MIN STAY - 1st leg = non changeable / 2nd leg is changeable 1 LX1068 K 19JUN ZRHFRA HS Y-W 2 LX1073 W 27JUN FRAZRH HS Y-S ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX FRA 27.13R KLGT3S LX ZRH 80.88R WCLS0D NUC ROE FARE CHF Original issued ticket with a MIN STAY, both legs are changeable 1 LX1068 K 19JUN ZRHFRA HS Y-W 2 LX1073 Y 27JUN FRAZRH HS Y-S ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX FRA KCLS3S LX ZRH YCLS0D NUC ROE FARE CHF MIN STAY S/U or V Passenger wants to change his return flight 19jun MIN STAY is no more met. As the most restrictive rule, MIN STAY, applies for the entire journey, original ticket has to be cancelled according to the fare rules and a new ticket has to be issued MIN STAY S/U or VX Passenger wants to change his return flight 20jun = MIN STAY is no more met As the most restrictive rule, MIN STAY, applies for the entire journey, It is possible to upgrade the first leg onto a fare that does not requires a MIN STAY even if that first leg has already been flown Subject to change without prior notice Page 38

39 Original issued ticket with a MAX STAY 1 LX 16 Y 01AUG ZRHJFK HS Y-Y 2 LX 17 K 30OCT JFKZRH HS Y-K ENDO NONREF/FL/CHG RESTRICTED FCALC ZRH LX NYC KKNNZSRW LX ZRH YFFSRW NUC ROE FARE CHF1607 The same logic applies also to MIN- MAX STAY and STOPOVER REBOOKING / REISSUE PARTLY USED TICKET Always reissue the un-flown coupon(s) only MAX STAY for K-fare 3 MONTHS Passenger wants to change his return flight 10feb = MAX STAY is no more met As the most restrictive MAX STAY applies for the entire journey, original ticket has to be cancelled according to the fare rules and a new ticket has to be issued SAME BOOKING CLASS / NO FARE INCREASE Change to any other coupon than the 1 st one? / yes, historical NUC amount to be used original ticket reissued ticket ISSUED 02JUL Z ZRHLHR LX 316 Q 03DEC 0710 QCLS1S F 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S E ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ROE FARE CHF TAXES CHF36.40CH CHF19.00GB CHF43.50UB CHF80.00YQ PD80.00YQ CHF105DU TTL CHF ISSUED 02SEP Z LHRZRH LX 325 Q 07DEC 1710 QCLS1S O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ROE FARE CHF TAXES PD36.40CH PD19.00GB PD43.50UB TTL CHF105.00A HIGHER BOOKING CLASS original ticket ISSUED 02JUL Z ZRHLHR LX 316 Q 03DEC 0710 QCLS1S F 2 LHRZRH LX 325 Q 07DEC 1710 QCLS1S E ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QCLS1S LX ZRH QRC0DSR NUC ROE FARE CHF TAXES CHF36.40CH CHF19.00GB CHF43.50UB CHF80.00YQ TTL CHF reissued ticket ISSUED 02SEP Z LHRZRH LX 325 H 09DEC 1710 HCLS1D O ENDO FARE RESTRICTIONS APPLY FCALC ZRH LX LON QRC0DSR LX ZRH HCLS1D NUC ROE FARE CHF TAXES PD36.40CH PD19.00GB PD43.50UB PD80.00YQ CHF105DU TTL CHF434.00A Subject to change without prior notice Page 39

40 59.3. REBOOKING REISSUE /PARTLY FLOWN TICKET IN FOREIGN CURRENCY original ticket reissued ticket ISSUED 10NOV Z ISSUED 17FEB Z PVGZRH LX FEB 0945 ZRCBB -F 2 ZRHPVG LX MAR 0740 ZRCBB -O 1 ZRHPVG LX MAR 0740 ZRCBB -E ENDO 1CNY CHF FCALC SHA LX ZRH ZRCBB LX SHA ZRCBB NUC ENDO 1CNY CHF FCALC SHA LX ZRH ZRCBB LX SHA DFFBB NUC ROE ROE FARE CNY26270 FARE CNY29870 EQV CHF EQV CNY/CHF TAXES CHF36.40CH CHF13.00CN CHF569.00YQ TAXES PD36.40CH PD13.00CN PD569.00YQ CHF263.00DU TTL CHF TTL CHF807.00A Compare the fare in FARE BOX IN ORIGINAL CIRRENCY (same or higher fare logic still applies) o CNY29870 CNY26270 = CNY3600 Convert the CNY with TODAY S BSR and collect that fare difference Collect rebooking fee if any original ticket CAI X/VIE CIF ZRH flown LON CIF ZRH CAI CIF NUC ROE EGP reissued ticket CAI X/VIE CIF ZRH flown LIS M LISNYC NYC ZRH M ZRHNYC CAI (NUC amount from original date of issue) NUC ROE (ROE from original date of issue) EGP FARE DIFF = new fare calculation EGP Minus latest fare calculation EGP EGP The Fare difference is always done in the original currency of issue and with original ROE Then converted to the currency of the country where the ticket is reissued at the actual (date) BSR 60. REFUND INVOLUNTARY REFUND REQUESTS: For all refunds of LX/724 documents related to Schedule Changes or Cancellations it is absolutely mandatory to contact SWISS for an authorization. Any involuntary refund request can only be authorized if a proof of the Schedule Change is available. Missing prior authorization is considered as voluntary refund and original fare conditions will apply. Subject to change without prior notice Page 40

41 A) AUTOMATED REFUND Automated refund for LX/724 doc. must be handled directly via GDS (travel agent s own responsibility) Amadeus Ticket Changer Refund is possible as from 1 July 2016 B) REFUND APPLICATION 1- PLEASE ISSUE A REFUND APPLICATION VIA BSP LINK FOR FOLLOWING CASES: o Calculation of refund o For tickets totally or partially used with or without cancellation penalty o Refund balances o When a WAIVER is given by Agency Support or Sales: the agent add a remark LXxxx/date/reason o New refund requests How to issue a refund application via BSP link: contact your local IATA BSP coordinator If a ticket has been used, or already refunded, the refund application will be rejected 2- NOTIFICATION OF NEWLY SUBMITTED REFUND REQUEST o notification is not required. Pending refund requests are automatically visible for airlines via BSPLINK and handled 3- REFUND APPLICATION STATUS REQUEST o LX complies with IATA RESO824r. Note that refund requests are usually processed within 30D 4- WAIVER REQUESTS CONCERNING DEATH / VISA REJECTION o Issue a refund application via BSP link and attach all scanned relevant documents as mentioned in the respective fare note o Full refund will not be granted in case of passenger illness even if medical certificate is provided. Passenger has to contact its travel insurance 5- DUPE TICKETS o Issue a refund application via BSP link and attach relevant tickets A double issuing concerns the same dates/flights/rbd/fare Double issuing penalty CHF25/ticket applies and is deducted via GDS refund system o If the refund is wrongly issued o If wrong cancellation fee is being collected o If wrong change fee is collected o LX will issue an ADM of CHF25.00 handling fee on top of wrongly issued refund 6- YQ/YR AND OTHER TAX RULES -> SEE FARE NOTES 7- CANCELLATION OF DIRECT REFUND (INCORRECTLY PROCESSED VIA GDS) o LX cannot stop or cancel such refunds o If your RFD is lower than it should, issue a new refund request via BSP link o If your refund is higher than it should, an ADM will be automatically issued 8- OTHERS o ADM disputes, always to be done via BSP link o Refund requests for additional travel costs (not related to TKT RFD) o Contact Monday to Friday from 08h00 to 11h00 SWISS INTERNATIONAL AIR LINES CUSTOMER SERVICE P.O. BOX ZURICH TEL. 061 / FAX. 058 / Subject to change without prior notice Page 41

42 60.1. REFUND / CANCELLATION FARE / INTERNATIONAL SURCHARGE / TAXES => NC16 / PE REFUND OF UN-FLOWN LX DOCUMENT FARE STRUCTURE AJV REST OF THE WORLD BUNDLE FARE The most restrictive rule applies for the entire pricing unit Per fare component YQ / YR Subject to the most restrictive rule Per fare component TX US / XP / ZP NON REF if fare EXCPTN NON REF REFUND OF PARTLY-FLOWN LX DOCUMENT The calculation of what has really been flown must start from the point of commencement and represents the exact amount that has to be paid. Any supplementary XX fee must be collected The total amount of the original document (airport taxes, International surcharge and any other fee) must be taken into account for any refund calculation For partly used ticket, YQ surcharge and airport taxes are recalculated for the portion of the journey that has really been flown and will be only refunded - IF the new total fare is lower than the original one The non-refundable amount of a reissued ticket remains non-refundable, even after an upgrading, whatever is the new fare Please mind that a stopover is also non-refundable but may be used for a new calculation see also refund and/or rerouting onto one way journey ISSUED 02NOV Z JNBZRH LX 289 Q 27JAN 2015 QRCZA-F 2 ZRHJNB LX 288 Q 05FEB 2245 QRCZA-O ENDO FARE RESTRICTIONS APPLY FCALC JNB LX ZRH QRCZA LX JNB317.32QRCZA NUC ROE FARE ZAR OTHER THAN BUNDLE FARES SEE NC0/ RU THE ONLY APPLICABLE O/W NOT CONTAINING THIS WORDING: RETROACTIVE APPLICATION NOT PERMITTED IS THE YIF FARE Partial refund: a one way economy JNB ZRH must be paid as a JNB ZRH has been flown BUT mind NC0 / AP of the O/W fare display 023/LX09 0. APPLICATION FIRST/BUSNS/ECO UNRESTRICD O/W FARES APPLICATION AREA THESE FARES APPLY WITHIN AREA 2 CLASS OF SERVICE THESE FARES APPLY FOR FIRST BUSINESS ECONOMY CLASS SERVICE TYPES OF TRANSPORTATION THIS RULE GOVERNS ONE-WAY FARES FARES GOVERNED BY THIS RULE CAN BE USED TO CREATE ONE-WAY JOURNEYS. RETROACTIVE APPLICATION NOT PERMITTED 864/LX23 0. APPLICATION FIRST/BUSNS/ECO UNRESTRICD O/W FARES APPLICATION AREA THESE FARES APPLY WITHIN AREA 2 CLASS OF SERVICE THESE FARES APPLY FOR FIRST BUSINESS ECONOMY CLASS SERVICE OTHER CONDITIONS IF A RETURN TICKET SHALL BE USED FOR ONE WAY TRAVEL THE DIFFERENCE BETWEEN THE RETURN FARE AND THE APPLICABLE HIGHER Y/J/F-CLASS ONE WAY FARE HAS TO BE COLLECTED. Due to this rule These low O/W fares cannot be used for the O/W calculation retroactively The applicable O/W to be used for this example will be the full Y-class YIF Subject to change without prior notice Page 42

43 61 REISSUE TAX BOX If a reissue/rerouting/revalidation or refund is wrongly made by the agents an ADM will be issued For un-flown/partial flown TKTs, passenger must pay any new suppl. YQ and/or any higher tax amount The tax box code remains unchanged. Within the reissued document, the existing tax box code from original document will be preceded by a PD (paid) if new taxes apply, they will be collected YQ already paid will be adapted and recalculated as per the result of the new routing calculation 62. REROUTING In order to know if a fare is re-routable or not please always consult NC16/PE In the CHANGE note you might find such wording as: REROUTING PERMITTED PROVIDED ORIGIN AND DESTINATION OF THE FARE COMP. REMAINS THE SAME A few exceptions exits domestic / USA / Scandinavia please refer to PAT REROUTING ONTO A SHORTER LEG 0.APPLICATION SPECIAL OTHER CONDITIONS FARES ONLY APPLY IF PURCHASED BEFORE DEPARTURE. FARES MAY BE USED FOR UPGRADING FROM A LOWER FARE AMOUNT PROVIDED ALL CONDITIONS OF THESE FARES ARE MET. DOWNGRADE TO A LOWER FARE AMOUNT W/I THE SAME COMPARTMENT IS NOT PERMITTED. 16. PENALTIES CHANGES ANY TIME NOTE DOWNGRADING TO A LOWER FARE NOT PERMITTED. Downgrade example Original fare calculation ZRHSIN HRCSR SINHKG HRCSR HKGSIN HRCSR SINZRH HRCSR FT ZRH SIN HKG HRCSR SIN ZRH HRCSR NUC Recalculation lower fare amount NOT ALLOWED ZRHSIN HRCSR VOID HKGSIN HRCSR SINZRH HRCSR FT ZRH SIN HRCSR /- HKG SIN ZRH HRCSR NUC Recalculation onto a correct fare amount ZRHSIN MRCSR VOID HKGSIN HRCSR SINZRH HRCSR FT ZRH SIN MRCSR /- HKG SIN ZRH HRCSR NUC The new routing fare amount is now lower than the original one - This is not applicable even without refund - see NC0/RU NC16/PE - A comparison to a fare amount equal or same has to be done - the fare difference must be collected with rebooking fee if any The only exception to this the following rule: original Change ZRH FRA LH ZRH FRA LH FRA DXB LH CFFSR(CHF7939) FRA DXB LH CFFSR (CHF7939) DXB FRA LX DXB ZRH LX CRFSR (CHF5757) FRA ZRH LX CFFSR(CHF7939) As no higher LX fare exists, it is ok to reissue at NOADC and refund the fare diff. via VMPDK / EMD Subject to change without prior notice Page 43