Advance Seat Reservation (ASR) SWISS Booking Guideline

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1 Advance Seat Reservation (ASR) 1. INTRODUCTION GENERAL CONDITIONS ASR PRICING & EXEMPTIONS SEAT CATEGORIES BOOKING CONDITIONS FORM OF PAYMENT SEAT MAP COMBINATIONS WITH OTHER CARRIERS... 6 IMPORTANT THIS IS ONLY VALID ON LX DOCUMENTS AND ONLY FOR LX OPERATED AND MARKETED FLIGHTS ASR booking is valid on LX wet-lease flights (LX0001-LX2999) and LX flight numbers operated by LX Before you can proceed to issue an ASR (EMD-A) for the payment of the seat reservation, the E*TKT has to be issued The ASR (EMD-A) document is NOT interlineable ASR is NOT saleable on code-share flights ASR is only applicable for passenger paying Y-CL No changes for passengers paying for C-CL and F-CL compartment ASR will be available in Amadeus as of 25 August 2014, other GDS will follow step-by-step. During this transition period, SWISS offers an ASR booking & rebooking alternative for travel agencies via LX Service Center 20/08/2014

2 Advance Seat Reservation (ASR) 2/6 1. INTRODUCTION As from 08JUL14 ticketing date and 15JUL14 travel date, passengers travelling in Y-CL will be able to choose their preferred seat from 3 different categories against payment. Seat selection is possible free of charge through the various check-in tools as soon as the check-in window opens No changes on the existing seating rules for First, Business and HON /SEN passengers No changes for CAI / TLV F-CL seating 2. GENERAL CONDITIONS Charge ASR per segment (no O/D) No passenger reduction type applies (CHD / INF / DG / AD etc.) Charge applies for Star Gold members / VIP (except if HON/SEN) Not eligible for staff travel (AD) Currency is selected according point of sale Valid for all Economy RBD / all type of fares (CORP / M&M tickets) Valid on DOM / EU / IC - LX flights operated by LX and LX code booked, LX wet-lease flights no code-share flights possible For groups the ASR is only bookable via offline Group Sales Department 3. ASR PRICING & EXEMPTIONS EU*/DOM (*incl. DXB- MCT v.v.) IC Seat Category Price per flight / passenger Standard Seat /Chargeable Seat (C) CHF9 Preferred Zone (J) CHF19 Extra Legroom (E) (only on A321 on EU fleet) CHF35 Compartments free of charge C-Cl & F-CL, including DXB-MCT Seat Category Price per flight Standard Seat /Chargeable Seat (C) CHF29 Preferred Zone (J) CHF49 Extra Legroom (E) CHF99 Compartments free of charge C- und F-CL Free of charge, irrespective of routing HON / SEN free of charge No charges apply for HON/SEN members Companion of HON/SEN (irrespective of relation to No charges apply for accompanying HON/SEN) passengers of HON/SEN if travelling on same flight and in the same compartment Facility seating UMNR, PETC, BSCT, CBBG, EXST, WCHR, WCHS,WCHC,BLND,DEAF Any accompanied passenger needs to pay for seat reservation.

3 Advance Seat Reservation (ASR) 3/6 4. SEAT CATEGORIES What s the added value for the passenger? Description Routes Extra Legroom (E) Offers more legroom than standard seats. Seat located in emergency exit row or bulk head with additional space At least 10in more space than a regular seat Up to 50in more space than a regular seat Intercontinental routes, selected European routes served with A321 Preferred Zone (J) The added value is the desirable position closer to the exit doors for faster de-boarding. In many cases the inflight service can be expected earlier than in rows further back Preferred location within aircraft, some with more legroom Close to exit doors and right behind Business Class All routes Standard Seat (C) The passenger may choose a seat of personal preference. Comfortable standard seat with at least 32in seat pitch All routes Aircraft Types A321, A330, A340 All (incl. wetlease) All (incl. wetlease) Where are the seats? Conditions Destinationrelated conditions IC Destinationrelated conditions EU A321: 25BCDE and 26AF only A330/A340: are allocated in the exit and bulk head rows (see chapter 4 below) Fixed compartment on intercontinental routes served by A330 (rows 22-28), A340 (rows 23-27) Section of first 4 Economy Class rows on other flights (seat numbers may change after an a/c change or curtain move) Rest of the seats. Note: on EU flights, some seats might be located on an emergency exit row and thus passengers must comply with safety regulations Passengers with an Extra Legroom seat located in an emergency exit row must comply with safety regulations* The passenger reserves a dedicated seat (e.g. 38A) If the passenger cannot fly in the dedicated seat (e.g. due to an irregularity) the passenger has the right to claim a refund. Whenever a refund is processed, it is mandatory to ensure that the SSR seat is cancelled at the same time. The passenger legally reserves only a seat characteristic (Window, Middle, Aisle) and seat type according to terms & conditions and not a dedicated seat number, hence the seat number assigned to passenger has a generic meaning only The seat number is disclosed to the passenger, provided that terms & conditions of ASR are sufficiently communicated during reservation process. If the passenger cannot fly in a seat with the charastic reserved as originally booked, the passenger has the right to claim a refund. Whenever a refund is processed, it is mandatory to ensure that the SSR seat is cancelled at the same time. *Pre-conditions for seating in emergency exit row: Passenger must be at least 15 Must be able to read and understand directives in English and comply with crew instructions in the event of an emergency Must have the capacity and the willingness to assist and perform the required duties without the aid of a companion, parent or other relative Must not travel with another passenger needing assistance in case of emergency Must not have a condition or responsibility that might prevent them from performing these functions or causing them to suffer bodily harm while performing these tasks

4 Advance Seat Reservation (ASR) 4/6 5. BOOKING CONDITIONS ASR can be purchased during reservation process or, at the latest, up until 48 hours prior to departure. ASR will be available in Amadeus as of 25 August 2014, other GDS will follow step-by-step. During this transition period, SWISS offers an ASR booking & rebooking alternative for travel agencies via LX Service Center. ASR BOOKED VIA GDS ASR is only offered up till 48HRS prior departure HON/SEN can still book their seat within 48h from departure via LX Service Center Purchase of different seat category within a journey is permitted: LON LX ZRH standard seat ZRH LX MAD extra legroom seat MAD LX ZRH preferred zone LX LON standard Allocation of ASR for only 1 passenger is technically possible within a PNR of several passengers A Service Deadline Control (SDC) is set: If ASR is booked outside 72 hours before departure, the SDC gives the deadline for 72 hours before departure meaning that the EMD must be issued no later than 72 hours before departure. If ASR is booked within 72 hours 48 hours before departure, the SDC gives 120 minutes to issue the EMD. Subject to change without further notice If no EMD is issued in due time, SDC will cancel the ASR ASR ALTERNATIVE BOOKING/REBOOKING VIA SWISS SERVICE CENTER IF GDS IS NOT YET ENABLED FOR ASR SWISS has set up an ASR booking and rebooking alternative for travel agents if GDS is not yet enabled for ASR. The travel agent can contact the SWISS Service Center (dedicated ASR hotline ), which will book the ASR and issue the EMD. The EMD receipt will be sent to the travel agent s or directly to the customer s , and the SWISS Service Center will transmit the seat data by inserting an OTHS message into the PNR, which will be visible to the agent. SWISS is working closely with our internal system provider and the GDSs to connect all our systems with regard to EMD-A and enable Advance Seat Reservation booking and payment. As soon as your GDS is technically able to issue an EMD-A, you may book and pay for Advance Seat Reservations on SWISS-operated and SWISS wet-lease flights.

5 Advance Seat Reservation (ASR) 5/6 REBOOKING AND REFUND The rebooking of an ASR whose fee has been paid with an EMD-A is free of charge, provided the seat category for the same flight or the new flight with the same routing remains the same or costs less than the ASR fee originally paid. If the seat category for the same or the new flight is more expensive than the original ASR fee, the ASR fee difference has to be paid. The handling process in an exchange scenario is as follows: - Refund the EMD-A originally issued. - Issue a new EMD-A for the new flight/same routing and charge the new ASR fee. Please note that you can only refund and issue a new EMD-A in an exchange scenario. Any non-observance of this process will result in an ADM. EMD IS VOLUNTARILY REFUNDABLE IF: Free refund within 24 hours after seat reservation and ASR fee is paid via EMD. If the EMD has been issued outside 24 hours after reservation, the ASR fee is no longer refundable. When passenger rebooks to a higher compartment In case of rebooking by passenger to a higher compartment (by paying a flat amount, the respective fare difference or via M&M upgrade) ASR is refundable e.g. LMU, SWUP, C-cl push, P-cl upgrade etc. EMD IS NON REFUNDABLE IF: No refund in any voluntary situation e.g. same seat characteristic cannot be met any more, or lower category available only No refund if passenger voluntarily rebooks onto an OAL No refund if customer is not able to be seated in the purchased seat (due to e.g. health reasons) No refund if passenger performs re-seating within check-in window. Irrespective which seat category is chosen (same, lower, higher category than originally purchased) No refund if customer doesn t qualify for extra legroom seats and must be re-seated (see pre-conditions for seating in emergency exit row mentioned above) No refund in case of rebooking by LX to a higher compartment due to commercial reasons (complimentary upgrade offered by LX or due to overbooking e.g SSR item CUPC, UPGR or at gate etc. In case of M&M status change to a higher status (e.g. FTL to SEN or SEN to HON) all ASR benefits and conditions for the new status become effective immediately. However, passenger is not entitled for refund of an ASR that has already been charged. Rebooking to a flight within 48 hours of departure: no seat reservation is possible as seat map is closed. Passenger can choose seat on the new flight through available LX check-in. 6. FORM OF PAYMENT E*TKT(s) MUST be issued prior to issuing an EMD-A SWISS Service Center will collect ASR fee with EMD-A against credit card (according IATA resolution 890)

6 Advance Seat Reservation (ASR) 6/6 7. SEAT MAP For HON/SEN system automatically generates NON CHARGEABLE seat-map. Otherwise it will look as follow in GDS: ON SMOKING ZONE *FOR EXPLANATION OF SYMBOLS SEE BOTTOM* A B AISLE C D E F G AISLE H J K // 22 A* F* A* 22 // // F* A* 23 J* A* $ $ 23 A* F* // // $ $ 25 A* A* A* A* 25 $ $ // // J F 26 F* J* J* J* 26 $ $ // // J J 27 F* J* J* J* 27 $ $ // $ J* 28 J* J* J* J* 28 J* $ EX E* E* 29 A* F* F* A* 29 E* E* EX $ $ 30 C* C* C* C* 30 $ $ C* $ 31 C* C* C* C* 31 $ C* C* $ 32 C* C* C* C* 32 $ $ A AVAILABLE $/X UNAVAILABLE L LIMITED COMFORT C CHARGEABLE E EXTRA LEGROOM J PREFERRED ZONE // OVERWING F FACILITY 8. COMBINATIONS WITH OTHER CARRIERS Flight Scenarios (MC = marketing carrier // OC = operating carrier) Issuance of an LX/724 EMD is possible according to below parameters LX/724 Ticket OAL Ticket (e.g. LH/220) Travel Agent SWISS Service Center Travel Agent LX MC = LX OC LX1954 ZRH-BCN Yes Yes No Yes OAL MC = LX OC LH5571/LX1068 ZRH-FRA No No No No LX MC LX OC (= OAL OC) LX3612/LH1183 ZRH-FRA No No No No SWISS Service Center

1. Introduction Operational Information... 2

1. Introduction Operational Information... 2 Lufthansa description and handling advice regarding the introduction of additional advanced seat reservation options in Economy Class starting 26th November 2013 Travel Agent Information 05 December 2013