Sr No Stage Guidelines Creation of RAOs for Passage.

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1 Air India Ltd. SOP for Online Ticketing of SOL Passage Sr No Stage Guidelines 1 Creation of 1. The following RAOs can be ticketed online RAOs for using SOL Online Ticketing portal. Passage. a. The RAOs can be ticketed through the portal during the current passage year. i.e. Passage for Passage year can be ticketed through the portal upto 30 th September 2017 only. Passage year is considered from 1 st Oct to 30 th Sep. b. Only RAO created through ESS will be available for online ticketing, the RAOs created by the Passage administrators cannot be ticketed online. c. Employee has to select the online ticketing option for the RAO after creation of RAO. Only the RAO is selected for Online-ticketing the same will not be available for Printing. The RAO selected for Printing will not be available for Online ticketing. d. The RAOs with more than six sectors cannot be ticketed online due to System limitations. Employees should not select online ticketing option for such RAOs. e. The RAOs with Air India Express Sectors (AICL) cannot be ticketed using the portal. f. Open Jaw tickets cannot be ticketed on the portal as such Employees should not select online ticketing option for Open Jaw tickets. g. The employees whose passage is on hold will not be able to use the Portal for ticketing. They may contact their passage administrators for issuance of their passage. h. The Retired employees will not be able to use the portal presently. i. Employees are advised to ticket RAOs for infant s offline. 2. For change in the mode of ticketing of the RAO prior to Ticketing, the RAO has to be cancelled by the passage administrator for restoration of the quota. 3. Partial ticketing / cancellation of partially used RAO is not permitted. (The RAO has to be ticketed for all the members / PAX in the RAO. Even if one sector utilized from the full

2 RAO, the same cannot be partially cancelled. ) In case you are unsure please create separate RAOs. 4. Please check the name before creating the RAO especially for international travel. a. In case of your dependents please match the name record with their Passport name to avoid inconvenience in travel and check-in process. If required please get the same by getting in-touch with your personnel department with documentary proof. This is a one-time action which will simplify the SOL travel process for you. b. In case your name contains only first or last name, then please select print option as Ticketing of such RAOs through online ticketing portal is not possible due to PSS limitations. c. Name cannot be longer than 55 characters (including last, first and middle names). d. If passenger(s) do not have Last Name, then Last Name will be considered as First Name 2 Ticketing Of RAO through Online Ticketing Portal The name record of the employee is maintained as per PAN card details as SAP is primarily a HR system with integrated Payroll and these are taxation requirements. In case your name on the PAN Card and Passport are different, please use Offline ticketing process for International travel as the name on the Ticket cannot be edited as per passport details which is the requirement for International travel. Employees are advised to complete their ticketing sufficiently in advance. 1. A charge of 1.5% is levied as for the online payment transaction of the total amount. 2. SOL Tickets on confirmed basis would be available in select booking class only i.e. RBD R for Business Class and RBD P for Economy Class. (Fare Basis ID00R1). Confirmed Reservation status in these designated RBDs is on space available basis only. (RBDs Reservation Booking Designator).

3 3. SOL Tickets on unconfirmed basis would be available in i.e. RBD R for Business Class and RBD N for Economy Class. ( Fare Basis ID00R2) 4. The number of seats being assigned for confirmed passage may vary from flight to flight dependent upon the flight profile, peak periods and likely demand. The Management reserves the right to impose embargo on designated sectors. Illustrative List of such sectors would be notified on intranet click.airindia.in and ERP portal. 5. The confirmed ticket will be issued subject to the availability of seats and embargo of SOL travel. In case the confirmed seat is not available on a particular flight on a specified date, waitlist for the confirmed SOL will be created. 6. For high demand flights there will be no provision for WL. 7. In case of availability of seats at the time of check-in the waitlisted Confirmed SOL will have a priority over the unconfirmed SOL ticket. 8. In case the employee wishes to utilize the same ticket for any other flight, the same will be treated on par with the unconfirmed SOL ticket. 9. In case of the error while ticketing : a. In case where few tickets of the RAO are generated and received by the user or b. In case the payment is successful, but no ticket is generated by the system. The concerned employees to contact nearest Passage Section of the Personnel Department. Based on the nature of error the matter would be escalated and resolved, in consultation with IT, Finance or Commercial 10. A Dedicated Counter has also been set up in Reservation Office at Safdarjung Airport, New Delhi to assist SOL passengers. Phone No SOLReserve.Nr@airindia.in

4 3 Dress Code 1. It is expected that all employee, while while on SOL travelling on leave will dress in accordance travel with the standards of good taste including being neat, clean and well groomed. 2. The employees should dress in traditional / formal nothing which does not include seethrough/torn/formfitting clothing, shorts and miniskirts. Further in business class, casual clothes/ footwear are not acceptable. 3. The employees who do not adhere to the prescribed dress code may be denied boarding. 4. This dress code will apply to all employees and their dependents, including children. 4 Travel on SOL Passage 1. Eligible persons are expected to hold all pertinent travel documents such as passport, visas and health certificate required by the country of destination and points enroute, in case offloading should become necessary for commercial or other reasons. It is recommended that all employees and their eligible nominees have comprehensive travel insurance during international travel. 2. Free Baggage Allowance as offered to commercial passengers, on the date of travel would be applicable. 3. The SOL passengers must present proper identification upon check-in and whenever requested. 4. The carriage of baggage is subject to the space availability. 5. Excess baggage: the regular full-fare passenger s rules apply and it must be paid in full at the normal rates. 6. Seat requests are not permitted on Staff Travel. If the flight is open, the check-in agent may ask if you want an aisle or a window seat, but this depends on availability. Even if you are assigned a specific seat at check-in, this may be changed to accommodate commercial requirements. 7. No special service requirement is permitted when travelling on standby travel. 8. Amenity bags will not be given to

5 employees who travel in premium cabins. If offered, we ask that you politely decline. 9. Check in be effected at designated counters only, wherever applicable. 10. SOL Tickets cannot be sold, purchased, donated, traded, or exchanged for goods or services. This is misconduct and the employee is liable for Disciplinary action. 11. Employees must not discuss with revenue passengers the costs or conditions of their ticket. 12. Access to Domestic and Arrival Lounges, in India or abroad is not permitted. 13. Employees holding confirmed tickets who could not be accommodated on their intended flight are not entitled to Denied Boarding Compensation (DBC). 14. Employees with disabilities are eligible for similar support services offered to revenue passengers. 15. In case of ticketing for a confirmed passage to destination station where advance passenger information is mandatory, you are required to update the APIS form correctly while ticketing the Passage. 16. Employees are expected to be polite and courteous with the staff at the check-in counters and Cabin crew on board and follow instructions given. 5 Cancellation of Tickets 1. The RAO ticketed online can only be cancelled through SOL E-Ticketing helpdesk by sending the copies of the tickets to SOL.Refund@Airindia.in, the same cannot be refunded at the booking offices. The refund will be processed as per the mode of payment. 2. After cancellation of the tickets the RAO will be cancelled for recrediting the quota only during the current passage year. In case the Tickets are cancelled after the passage year, the RAO will not be cancelled. 3. There may be some time lag in the process of cancellation of the Tickets. 6 User Policy User shall keep their log in Password confidential at all times and undertake not to divulge the Password to any other

6 person under any circumstances whatsoever and shall not permit any unauthorized person to use their Password. User agrees to be liable for all transactions made pursuant to the use of the web account log in Password with or without the knowledge or consent. User acknowledges that Air India is under no obligation or duty to verify the authenticity of any person or his Credit card, Debit Card or any other Online Payment Option. Any loss arising will be borne by the User. Air India will not be liable for any loss, damage or expense incurred or however caused, through any unauthorized disclosure or unauthorized use of their web account log in Password, Credit Cards, Debit Cards, Online Banking Channel or any other payment mode.