Guidelines for Travel Agencies

Note to Airlines: The aim of this document is to describe all EMD services opened to Travel Agencies by the Airline QR. Your EMD services distribution policy will be valid for all Travel Agencies, worldwide, meaning that this file has to be prepared only one time. These guidelines will be therefore communicated to all ACOs in which you have requested to be EMD distributed. Please keep in mind that this document is only a template / proposal. Please feel free to adapt it to your specific situation and to change everything according to your needs. Amadeus Central - EMD Implementation Team Electronic Miscellaneous Document QR EMD Distribution Guidelines Guidelines for Travel Agencies Effective from 11th May 2015

INDEX WHAT IS AN EMD?...4 What is the difference between an Associated versus a Standalone EMD?... 4 How to Create Chargeable Services in the PNR Depending on the EMD Type... 4 What are RFICs/RFISCs?... 5 How RFICs/RFISCs are used in the EMD TSM... 5 What is the EMD Coupon Structure?... 5 When to use an SVC Segment... 5 When to use an SSR Element... 6 Travel Agencies not yet using EMD... 6 SERVICE 1 (SERVICE CODE ON 4 CHAR)...7 A. Service description and purpose...7 B. detailed EMD flow...7 1/ Initial PNR... 7 2/ Booking... 7 3/ Pricing... 7 4/ Issuance... 7 5/ EMD display (EWD)... 8 6/ Other Airline s specificities (if applicable)... 8 SERVICE 2 (SERVICE CODE ON 4 CHAR)...9 A. Service description and purpose...9 B. detailed EMD flow...9 1/ Initial PNR... 9 2/ Booking... 9 3/ Pricing... 9 4/ Issuance... 9 5/ EMD display (EWD)... 10 6/ Other Airline s specificities (if applicable)... 10 SERVICE 3 (SERVICE CODE ON 4 CHAR)... 11 A. Service description and purpose... 11 B. detailed EMD flow... 11 1/ Initial PNR... 11 2/ Booking... 11 3/ Pricing... 12 4/ Issuance... 12 5/ EMD display (EWD)... 13 6/ Other Airline s specificities (if applicable)... 13 EMD SALES CANCELLATION (VOID)... 14 EMD REFUND... 27 EMD EXCHANGE (REISSUE)... 29 List of EMD entries... 30 3

WHAT IS AN EMD? EMD stands for Electronic Miscellaneous Document. An EMD allows you to sell and track the usage of charges, for example excess baggage charges, change fees and a residual value. The EMD is the solution for all fees collected outside a ticket. It will replace all existing virtual miscellaneous documents and IATA VMPDs by end 2013. Please keep in mind that EMD is basically an empty (but secure) shell that has to be priced manually. EMD automatic pricing is anyhow possible with the Amadeus Ancillary Services solution or with Amadeus Ticket Changer. These solutions are not included in the IATA EMD solution and are sold independently of EMD. This document deals therefore with EMD only. What is the difference between an Associated versus a Standalone EMD? There are two types of EMDs, the standalone EMD (EMDS) and the associated EMD (EMDA) that can be associated to e-ticket coupons. The two types differ in their behaviour and usage. Here are the main characteristics: Standalone EMD (EMDS) A standalone EMD is issued for a residual value or the collection of miscellaneous charges that are not lifted with an e-ticket coupon. For example group deposits and change fees. The standalone EMD can consist of a single or multiple value coupons depending on airline background settings. It can be issued in connection with individual e-ticket coupons or an eticket. It can be linked with an e-ticket for reference. It can be consumed at issuance or used at different stages. It has no interaction with the airline systems (reservation systems and DCSs). Associated EMD (EMDA) An associated EMD is issued for the collection of miscellaneous charges and excess baggage charges that are lifted (considered used) at the same time as the e-ticket coupon. For example, sports equipment and excess baggage. The associated EMD can consist of a single or multiple value coupons that are directly linked to individual flight coupons. Each EMD coupon that is associated to an eticket is referenced in the e-ticket record with the corresponding e-ticket coupon. The carrier and the routing of the EMDA and the e-ticket coupons must match. An EMDA can be automatically or manually associated or disassociated. Only airline agents can manually associate and disassociate EMDAs. The EMDA's final usage depends on the e-ticket coupon it is associated to, providing it does not become disassociated. How to Create Chargeable Services in the PNR Depending on the EMD Type To create a chargeable service or fee for which you want to issue an EMD, you can either enter a Special Service Request (SSR) element in the PNR for EMDs that are associated to a flight segment (EMDA) or a Manual Auxiliary Segment (SVC) for EMDs that are not associated to a flight segment (EMDS). 4

What are RFICs/RFISCs? An RFIC is a Reason-For-Issuance Code (coded on 1 character, example: A, C, ). It defines which group of services an EMD belongs to. The RFICs are compliant with the IATA standard. An RFIC can have multiple Reason-For-Issuance Sub-Codes (RFISCs) coded on 3 alphanumeric characters (examples: 0BT, 99I, ). The RFISCs are airline-specific, even if some ATPCO recommendations do exist. How RFICs/RFISCs are used in the EMD TSM When you create an EMD Transitional Stored Miscellaneous (TSM) document or EMD pricing record, the RFIC and RFISCs and their description are automatically filled in the EMD TSM. All services contained in an EMD belong to the same reason for issuance. An EMD may contain only one RFIC but several RFISCs for different services or fees. Each EMD coupon is based on the RFISC. An EMD cannot contain both chargeable special service requests (SSRs) and manual auxiliary segments (SVCs) in one TSM. The system automatically performs a split when the EMD TSM is created. On the next page you can find different EMD Reason for issuance codes (RFIC) and Reason for issuance sub codes (RFISC). If the RFIC is the same, on same EMD there can be different RFISCs: EMD: Coupon OULHEL HELSTO STOHEL HELOUL Note that one EMD cannot Service code PETC PETC AVIH AVIH contain RFIC RFISC C C C C 0BT 0BT 0BS 0BS services created from SVC and SSR elements. If in addition to services above passenger has XBAG STOHEL & HELOUL, that would have to be issued on separate EMD because there can only be one service/flight segment on same EMD. What is the EMD Coupon Structure? An EMD may contain up to 16 coupons, where up to four coupons can have the same EMD number. If an EMD contains more than four coupons, a conjunction EMD will be issued (up to four document numbers). The EMD coupon status indicates the current usage of the service or fee. When an EMD is associated to an e-ticket, the coupon status change of the e-ticket and the EMD coupons are partly synchronized (intermediate statuses do not come over from e-ticket to EMD). When to use an SVC Segment For standalone services that do not need to be associated to a flight segment, you enter an auxiliary segment in the PNR. This type of auxiliary service segment must be entered with an HK action code (confirmed) and it can be associated to one passenger only. 5

The system creates a service segment (SVC) that is not sent to the airline system and not transmitted to the airline's Departure Control System (DCS). This means that it is not taken into account for reservation or booking purposes by the airline. When to use an SSR Element If you want to book a special service that is associated to a flight segment, excess baggage or sports equipment, for example, you can use a Special Service Request (SSR) element. Service must be confirmed before EMD can be issued based on SSR element. When Travel Agent exchanges e-ticket coupon that has EMD-A attached to it, EMD is automatically disassociated. Travel agency must contact Airline 1st level Ticketing Help Desk in case EMD-A needs to be reassociated to another ticket or needs to be refunded. Travel Agencies not yet using EMD Amadeus Travel Agencies who are not using EMD yet, can see EMD FA element in the PNR, but they are not able to display EMD. At the end of the FA element agent can see from which element the EMD has been created and that gives the hint of what EMD has been issued for. 6

SERVICE 1 PYMT Deposits And Downpayments A. Service description and purpose This SVC code is intended to be used for any Group deposit other than deposits related to QR Holidays. This EMD is a Stand-Alone EMD (EMD-S). B. detailed EMD flow 1/ Initial PNR - Please refer to Point 2/. 2/ Booking - IU QR NN1 PYMT 25% DEPOSIT FOR ABC GROUP PNR/XYZABC 3/ Pricing - Manual TSM-P update is required. 4/ Issuance - EMD status at issuance time should be O OPEN for use. 7

5/ EMD display (EWD) 6/ Other Airline s specificities (if applicable) - All QR EMDs are non-interlinable. - The EMD needs to be forwarded to QR s Station Group Desk for further action. - Exchange/Reissuance of EMD is permitted for the same service only. - Exchange/Reissuance is permitted to equal or higher amount and not a lower one. - Maximum value of an EMD should not exceed USD10,000 (Approved by HQ Finance AR team). 8

SERVICE 2 QRHD QR Holidays Deposit A. Service description and purpose This SVC code is for Deposits related to any QR Holidays transaction. This EMD is a Stand-Alone EMD (EMD-S). B. detailed EMD flow 1/ Initial PNR - Please refer to point 2/. 2/ Booking - IU QR NN1 QRHD DEPOSIT FOR BRAZIL PACKAGE 3/ Pricing - Manual TSM-P update is required. - All details about the package is required to be entered in the Document remark and Coupon remarks. 4/ Issuance - EMD status at issuance time should be O OPEN for use. 9

5/ EMD display (EWD) 6/ Other Airline s specificities (if applicable) - All QR EMDs are non-interlinable. - The EMD needs to be forwarded to QR Holidays if the Agent is in DOH or to the nearest QR Sales office outside DOH for further action. - Exchange/Reissuance of EMD is permitted for the same service only. - Exchange/Reissuance is permitted to equal or higher amount and not a lower one. - Maximum value of an EMD should not exceed USD10,000. (Approved by HQ Finance AR team) 10

SERVICE 3 XBWT Excess Baggage Weight Concept A. Service description and purpose This RFISC is an SSR code for Excess Baggage where the Weight Concept applies. This EMD can only be issued for flights operated by QR and QR flights booked with a QR prefix. Since this EMD is an associated one, interlining is out of scope. This EMD is an Associated EMD (EMD-A). This excludes all sporting equipment. B. detailed EMD flow 1/ Initial PNR 2/ Booking - SR XBWT NN1-10KGS/S2/P1 - SR XBWT NN1-5KGS/S3/P1 11

3/ Pricing - Manual TSM-P update is required. 4/ Issuance - EMD status at issuance time should be O OPEN for use and associated to an E-ticket. 12

5/ EMD display (EWD) 6/ Other Airline s specificities (if applicable) - All QR EMDs are non-interlinable. - QR EMDs may not be issued for QR prefixed flights operated by an OAL. - QR EMDs may not be issued for flights Marketed by OAL and operated by QR - QR EMDs may not be issued in connection with an OAL document even though the flight is operated by QR with a QR prefixed flight number. - Exchange/Reissuance of EMD is permitted for the same service only. - Exchange/Reissuance is permitted to equal or higher amount and not a lower one. - If the passenger is not using the EMD, it is mandatory to disassociate the EMD from the e-ticket as the EMD coupon would be marked as flown along with the e-ticket coupon and no refund will be allowed on such used EMD. - Total Excess baggage is subject to acceptance at check-in. 13

SERVICE 4 XBPC Excess Baggage Piece Concept A. Service description and purpose This RFISC is an SSR code for Excess Baggage where the Piece Concept applies. This EMD can only be issued for flights operated by QR and QR flights booked with a QR prefix. Since this EMD is an associated one, interlining is out of scope. This EMD is an Associated EMD (EMD-A). This excludes all sporting equipment. B. detailed EMD flow 1/ Initial PNR 2/ Booking - SR XBPC NN1-1PC/S2/P1 - SR XBPC NN1-1PC BETWEEN 23-32KGS/S3/P1 14

3/ Pricing Two TSM-Ps will be required as the types of Excess baggage requests for Segment 2 & 3 are different. The TSM-P for Segment 2 is for 1 PC of baggage within 23Kgs. The TSM-P for Segment 3 is for a baggage which is overweight between 23-32 Kgs. These are to be priced manually. The First TSM-P for 1 PC of Excess Baggage The Second TSM-P for the Overweight Excess Baggage between 23-32Kgs 4/ Issuance - EMD status at issuance time should be O OPEN for use and associated to an E-ticket. 15

5/ EMD display (EWD) The First EMD for 1 PC of Excess Baggage The Second EMD for the Overweight Excess Baggage between 23-32Kgs 16

6/ Other Airline s specificities (if applicable) - All QR EMDs are non-interlinable. - QR EMDs may not be issued for QR prefixed flights operated by an OAL. - QR EMDs may not be issued for flights Marketed by OAL and operated by QR - QR EMDs may not be issued in connection with an OAL document even though the flight is operated by QR with a QR flight number. - Exchange/Reissuance of EMD is permitted for the same service only. - Exchange/Reissuance is permitted to equal or higher amount and not a lower one. - If the passenger is not using the EMD, it is mandatory to disassociate the EMD from the e-ticket as the EMD coupon would be marked as flown along with the e-ticket coupon and no refund will be allowed on such used EMD. - Total Excess baggage is subject to acceptance at check-in. 17

SERVICE 5 AVIH Animal in hold & PETC Pet in Cabin A. Service description and purpose Both these RFISC have to be added using the SSR code, i.e.; AVIH & PETC. These SSRs are not auto confirmed. These SSRs are not auto confirmed. Agents need to contact their nearest QR office to complete all formalities related to AVIH & PETC. These EMDs can only be issued for flights operated by QR and QR flights booked with a QR prefix. Since this EMD is an associated one, interlining is out of scope. This EMD is an Associated EMD (EMD-A). All Travel Agents are requested to issue an EMD-S using service code PYMT, RFISC 997 for Deposit B. detailed EMD flow and downpayments and forward it to the nearest 1/ Initial PNR Qatar Airways office to exchange the EMD for the appropriate service related to Animal in Hold & Pet in Cabin. This is a temporary setup for the transition period of service automation process for Travel agents rollout; which is now progressing on testing phases. We apologise for any inconvenience caused. 2/ Booking - SR AVIH NN1-1DOG IN KENNEL DIM 108 X 70 X 78CMS TTL WT 32KGS BREEDDOBERMAN/S2/P1 Note: - Similar to AVIH, the same process may be followed for PETC. QR only allows Falcons as PETC. Complete all formalities related to AVIH or PETC and have the SSR segment confirmed prior to issuance of the EMD. 6/ Other Airline s specificities (if applicable) - All QR EMDs are non-interlinable. - QR EMDs may not be issued for QR prefixed flights operated by an OAL. - QR EMDs may not be issued for flights Marketed by OAL and operated by QR - QR EMDs may not be issued in connection with an OAL document even though the flight is operated by QR with a QR flight number. 18

- Exchange/Reissuance of EMD is permitted for the same service only. Exchange/Reissuance is permitted to equal or higher amount and not a lower one. If the passenger is not using the EMD, it is mandatory to disassociate the EMD from the e-ticket as the EMD coupon would be marked as flown along with the e-ticket coupon and no refund will be allowed on such used EMD. - Animal in Hold (AVIH) The following animals shall not be accepted: Animals younger than eight weeks and/or fragile Primates that are being carried for research purposes Female with suckling young without a veterinary certificate stating that both mother and young one are fit to travel Cats and dogs more than six weeks pregnant without a veterinary certificate stating that the animal is fit to travel and there is no risk of birth during the journey Rodents such as mice, rats, marmots, rabbits are not allowed as checked baggage (only as cargo) certain breeds of dogs and cats (see below), as these animals, variably, are susceptible to increased risk of heat stroke (when exposed to stress or temperatures above 21 C): The above-mentioned list is subject to changes. The restriction applies mainly on pure breeds. - Pet in Cabin (PETC) : QR only allows Falcons as PETC Falcons may be accepted in the passenger cabins of all Qatar Airways aircraft subject to the following conditions: a. Passenger(s) wishing to carry falcon(s) in the aircraft cabin may do so only in economy class. b. Only one falcon may be carried per passenger in the economy class cabin. c. A maximum of six (6) falcons (passenger cabin - economy class) may be accepted on any Qatar Airways flight. d. Falcons shall always be hooded when carried in the passenger cabin. e. Falcons shall have a valid health certificate and entry permit according to the requirements of the countries of entry or transit. Refer to customs regulations (TIM) of the state concerned on the carriage of falcons and its embargo period(s), if any. f. Falcons will be carried in the passenger cabin at the owner s risk. g. A chain or cord shall be attached to a leg of each bird. The other end of the chain or cord shall be securely fixed to the handler, to prevent the bird from flying while in the cabin. 19

SERVICE 6 BIKE Bike GOLF Golf Equipment FISH Fishing Equipment SKIE Ski Equipment SPEQ Sporting Equipment A. Service description and purpose All the above RFISC have to be added using the SSR code. These SSRs are not auto confirmed. To have these SSRs confirmed Agents need to contact their nearest QR office to complete all formalities related to the type of service. These EMDs can only be issued for flights operated by QR and QR flights booked with a QR prefix. Since this EMD is an associated one, interlining is out of scope. This EMD is an Associated EMD (EMD-A). All Travel Agents B. detailed EMD flow are requested to issue an EMD-S using service code PYMT, RFISC 997 for Deposit and 1/ Initial PNR downpayments and forward it to the nearest Qatar Airways office to exchange the EMD for the appropriate service related to Bike, Golf Equipment, Skie Equipment, Fishing Equipment & Sporting Equipment. This is a temporary setup for the transition period of service automation process for Travel agents rollout; which is now progressing on testing phases. We apologise for any inconvenience caused. 20

6/ Other Airline s specificities (if applicable) - All QR EMDs are non-interlinable. - QR EMDs may not be issued for QR prefixed flights operated by an OAL. - QR EMDs may not be issued for flights Marketed by OAL and operated by QR - QR EMDs may not be issued in connection with an OAL document even though the flight is operated by QR with a QR flight number. - Exchange/Reissuance of EMD is permitted for the same service only. - Exchange/Reissuance is permitted to equal or higher amount and not a lower one. - If the passenger is not using the EMD, it is mandatory to disassociate the EMD from the e-ticket as the EMD coupon would be marked as flown along with the e-ticket coupon and no refund will be allowed on such used EMD. The most commonly accepted Sporting Equipment are listed below. It is not limited to the below list: - Bicycle (BIKE) a. Bicycles shall be adequately packed by the owner. b. A strong cardboard box is considered suitable packing. This box will protect the bicycle and the baggage of the other passengers. Bicycles accepted at check-in packed in other material c. Though this is not mandatory, the tires may be deflated if deemed necessary for loading. d. Handlebars shall be turned lengthwise make the baggage less bulky and easier to load. The pedals shall be removed - Fishing Equipment (FISH) - Golf Equipment (GOLF) - Ski Equipment (SKIE) - Surfboard, Windsurfing Equipment, Kayaks a. Fishing equipment normally consists of two rods, one reel, one landing net, one pair of fishing boots and one fishing tackle box. b. Fishing equipment shall be adequately packed by the owner. a. Golf equipment is defined as a golf bag containing a set of clubs and a pair of golf shoes. b. Golf equipment shall be adequately packed by the owner. a. Snow ski equipment is defined as: one pair of skis, one pair of ski poles, one pair of boots, or one snowboard, one pair of boots b. Water ski equipment is defined as: one pair of standard water skis, or one slalom water ski All ski equipment shall be adequately packed by the owner. a. Qatar Airways shall accept wind surfing boards and kayaks as baggage provided that: they are less than 3 m the mast / sail is detachable and collapsible b. Passengers wishing to take wind surfing boards or kayaks of greater length shall be referred to Qatar Airways Cargo Department. c. Surfing equipment and kayaks shall be adequately packed by the owner. 21

- Scuba Diving Equipment a. Diving equipment normally consists of a suit, vest, socks, mask, shoes, torch, webs, knife, oxygen cylinder and a regulator. b. Diving cylinders shall be: empty adequately packed - Trekking Equipment Trekking equipment shall be adequately packed by the owner. 22

Service 7 WEAP Sporting firearms A. Service description and purpose All the above RFISC have to be added using the SSR code. This SSR is auto confirmed, however Agents are required to adhere to QR policies and procedures with regards to Sporting Firearms. They may contact the nearest QR office for more details. This EMD can only be issued for flights operated by QR and QR flights booked with a QR prefix. Since this EMD is an associated one, interlining is out of scope. This EMD is an Associated EMD (EMD-A). B. detailed EMD flow 1/ Initial PNR 2/ Booking - SR WEAP NN1-TTL7KG/1SPORTING ARCHERY SET/S2-3/P1 23

3/ Pricing - The TSM-P is required to be priced manually 4/ Issuance - EMD status at issuance time should be O OPEN for use and associated to an E-ticket. 5/ EMD display (EWD) 24

6/ Other Airline s specificities (if applicable) - All QR EMDs are non-interlinable. - QR EMDs may not be issued for QR prefixed flights operated by an OAL. - QR EMDs may not be issued for flights Marketed by OAL and operated by QR - QR EMDs may not be issued in connection with an OAL document even though the flight is operated by QR with a QR flight number. - Exchange/Reissuance of EMD is permitted for the same service only. - Exchange/Reissuance is permitted to equal or higher amount and not a lower one. - If the passenger is not using the EMD, it is mandatory to disassociate the EMD from the e-ticket as the EMD coupon would be marked as flown along with the e-ticket coupon and no refund will be allowed on such used EMD. - Sporting Firearms (WEAP) The classification of a sporting weapon may depend on the circumstances and intention of the use of the weapon, such as certification to a sporting competition or specifications on the firearm s license as to the use of weapon. Should there be any doubt on whether a firearm is a sporting weapon or munitions of war, guidance shall be sought from nearest QR Office who will be able to assist you with necessary information from QR safety and security team. a. Loaded firearm: A loaded firearm means a firearm, which has a live round of ammunition, cartridge, detonation or powder in the chamber or in a clip, magazine or cylinder. b. Sporting weapons: There is no internationally agreed definition of sporting weapons. The classification of a sporting weapon may depend on the circumstances and intention of the use of the weapon, such as a certification to a sporting competition or specifications on the firearm s license as to the use of the weapon. c. All ammunition shall be carried in the aircraft hold as checked baggage only, with prior approval of Qatar Airways. Such ammunition shall consist of small arms ammunition for sporting purposes only, excluding ammunition with explosive or incendiary projectiles, both of which are totally prohibited for carriage by air. d. The maximum gross weight of the ammunition must not exceed 5kgs per passenger and must not be combined into more than one package. 25

EMD SALES CANCELLATION (VOID) - QR s policy is to VOID the EMD on the same day of issuance same as in case of an Electronic Ticket and the status of the EMD should be O OPEN for use. OR 26

OR 27

EMD REFUND - QR EMD is refundable only if the status of the EMD is OPEN and within 364 days from date of issue. 28

EMD EXCHANGE (REISSUE) - Exchange/Reissuance of EMD is permitted for the same service only. Exchange/Reissuance is permitted to equal or higher amount and not a lower one. In case of a lower amount please contact your nearest QR Sales Office for reissuance. 29

List of EMD entries IU SR SVC creation SSR creation EGVD/CXX EGCD/VYY Display available EMD airlines in XX country Display available countries for an airline Display list of EMD services offered by an Airline and details for each of them EGSD/VYY TMI TQM TMX TMF TMH TTM Manual creation of TSM-P, V= validating carrier YY = Airline Code TSM-P update TSM-P display Delete TSM-P Remove change flag Display history EMD issuance EWD EWH EMD display EMD history display TRF TRFU TRFP TRFIG TRDC EMD refund EMD refund update Refund validation Cancellation of refund process Cancellation, voiding EMR EMD reprint TMC/VYY 30