Passenger Services Conference Resolutions Manual

Passenger Services Conference Resolutions Manual which travel is interrupted, immediately after completion of fmalities and religious customs, if any, but in no event later than fty-five (45) days after the travel is interrupted. The ticket will be endsed Return Account Death (name) and such endsement shall be authenticated by validation other official stamp. RESOLUTION 735d INVOLUNTARY CHANGE OF CARRIER, ROUTING, CLASS OR TYPE OF FARE PSC(32)735d Expiry: Indefinite 3.2.2 A death certificate must be presented to the Type: B reticketing carrier either at the place and time of reticketing, in the country where death occurred. In the latter case details shall be transmitted to the reticketing office befe reticketing. Should a death certificate not be available at the time of re-routing, a new ticket shall be issued at the nmal one way fare applicable to the journey to be undertaken. Upon the later presentation of the certificate refund may be arranged. RESOLVED that: 1.1 INVOLUNTARY REROUTE means a change to a passenger's itinerary as ticketed due to an interruption in the operation of a carrier's flight inability to provide transptation f confirmed space. 1.2 MISCONNECTION occurs when a passenger is unable to use reserved accommodation out of a connec- 4. REFUND tion point due to late arrival cancellation of delivering flight. The Member making the iginating sale may: 4.1 in case of death befe commencement of travel arrange f refund of the fare paid; 4.2 in case of death after commencement of travel arrange f any necessary refund in accdance with Resolutions 735d and 737. 5. GROUP TRAVEL In the event a passenger(s) is discontinuing travel with the group in accdance with the provisions of this Resolution, this shall not affect the entitlement to travel at the group fare of the remaining passengers in the group. 1.3 NEW OPERATING CARRIER (NOC) means the carrier(s) selected f onward carriage from the point where an involuntary reroute became necessary and any subsequent connecting carrier in the disrupted itinerary. 1.4 NORMAL FARES means a fare established in the Resolution 040/050/060 series f intermediate, first economy class service and any other fare denominated and published as a nmal fare (e.g. C2,F2,Y2). Children's fares and infant's fares which are established as a percentage of the fares referred to above are also considered to be nmal fares. 1.5 ORIGINAL MARKETING CARRIER (OMC) means 1.5.1 the carrier whose airline designat is iginally 6. CHANGE OF CARRIER recded as the transpting carrier on the affected electronic flight coupon. Tickets may be endsed to another Member f carriage. GOVERNMENT RESERVATIONS CANADA 1.5.2 the carrier responsible f the reissuance of the iginal flight coupon(s), f the issuance of a Flight Interruption Manifest f setting the involuntary indicat. Acceptance of Resolution 735c (previously 277b) is subject to 1.5.3 in a code share situation, the Original Marketing the understanding that, unless otherwise clearly defined in the Carrier may be different from the Original Operating tariffs, it shall apply to any and all types of group fares, including Carrier. Bulk and/ Inclusive Tour Group Fares notwithstanding current reservations of the Canadian Transptation Agency on certain IATA group type fare Resolutions, and the applicable fare f the 1.6 ORIGINAL OPERATING CARRIER (OOC) means return journey separate from the group to the place of igin 1.6.1 the carrier on whose flight a passenger is iginally without stopover en route shall be the group fare paid provided it does not exceed the amount of the carrier's lowest available scheduled to be carried and who is responsible f the individual travel fare applicable f the class of service and over condition which creates the need f an involuntary the route actually flown between the point of igin and the point change in the passenger's journey, of interrupted group travel. (4.12.72) 1.6.2 the carrier responsible f the reissuance of the iginal flight coupon(s), f the issuance of a Flight Interruption Manifest f setting the involuntary indicat. 1.6.3 in a code share situation, the Original Operating Carrier may be different from the Original Marketing Carrier. 534 32ND EDITION, JUNE 2012

Resolution 735d 1.7 ORIGINAL RECEIVING CARRIER means the Ticket Handler acting on their behalf, and the New carrier on whose flight a passenger is iginally ticketed to Operating Carrier(s). be carried from a connection point. 2.4 Where onward carriage is provided pursuant to 1.8 SPECIAL FARES means any fare other than a 2.2.2.2 the following additional conditions shall also apply: nmal fare. 2.4.1 The provisions of resolution 766, paragraph 10.6 1.9 TICKET HANDLER means an airline used to shall be adhered to. perfm ticketing services on behalf of the Operating Carrier, in locations where the Marketing/Operating Cararranged 2.4.2 except f nmal fares, if onward carriage is rier does not have its own ticketing point and using a me than 24 hours pri to departure of the different system to that of the Operating Carrier. New Operating Carrier's flight, re-routing may only take place with the pri approval of the New Operating Carrier; 2. GENERAL PROVISIONS 2.4.3 if onward carriage is arranged less than 24 hours 2.1 The following circumstances shall justify an involuntary pri to departure of the New Operating Carrier's flight: change of carrier, routing, class of service: 2.4.3.1 re-routing/upgrading to a higher compartment 2.1.1 a Member cancels a flight; class (cabin class) may only take place with the pri approval of the New Operating Carrier; 2.1.2 a Member fails to operate a flight reasonably in accdance with schedule; 2.4.3.2 re-routing within any compartment class (cabin class) may take place without pri approval of the New 2.1.3 a Member fails to stop at a point to which the Operating Carrier. passenger is destined is ticketed to stop over (whether over under carriage); 2.5 Where onward carriage is provided pursuant to 2.2.2: 2.1.4 a Member is unable to provide previously confirmed space; 2.5.1 in the case of misconnections at the scheduled connecting point, new reservations, acceptable to the 2.1.5 a Member causes a passenger to miss a con- passenger, shall first be requested from the Original necting flight on which he holds a reservation. Receiving Carrier(s) befe being requested from any New Operating Carrier; 2.2 In the fegoing circumstances Original Marketing/ Operating Carrier, the Ticket Handler acting on their 2.5.2 upgrading to a higher compartment class (cabin behalf, with due consideration to the passenger's reasonable interests, shall: class) shall be permitted only when, at the time of making new reservations, space is not available in the same compartment class (cabin class) iginally paid f and 2.2.1 arrange f involuntary refund in accdance with that when upgraded, the passenger need not be down- Resolution 737; graded during his carriage on the applicable flight; 2.2.2 provide onward carriage to the destination point 2.5.2.1 carriage at a higher cost shall be permitted only of stopover named on the ticket, if necessary at a higher when accommodation similar to that paid f is not cost and without additional charge to the passenger, as available on the flight of any Member which is due to follows: depart from the point of involuntary change befe the flight of the selected New Operating Carrier. When 2.2.2.1(a) f a flight interruption en route on the same requesting such carriage, the New Operating Carrier is to another of its own aircraft; be advised that the reservations are on an involuntary 2.2.2.1(b) f other than flight interruption en route on upgrading basis; the service of the iginal receiving carrier 2.5.2.2 when a passenger is carried by a Member at a higher cost, it shall be at no additional charge to the Original Marketing/Operating Carrier. 2.2.2.2 on any other transptation service(s). 2.3 Provided the Original Marketing/Operating Carrier, 3. BAGGAGE the Ticket Handler acting on their behalf, has observed all the provisions of this Resolution, the New Operating 3.1 A passenger shall be entitled to the free baggage Carrier(s) shall accept the new flight coupons provided f allowance applicable to the fare iginally paid. Involuntary Reroute irrespective of the fare basis entered on the flight coupon(s). 3.2 The Original Marketing/Operating Carrier, the Ticket Handler acting on their behalf, shall return checked 2.3.1 Flight coupons f transptation covered by IATA baggage to the passenger transfer it to the New Resolution 788 (other than ID50 which are covered Operating Carrier. If the Original Marketing/Operating under 2.3) shall be accepted by mutual agreement Carrier, the Ticket Handler acting on their behalf between the Original Marketing/Operating Carrier, the fails to complete either of these transactions, that 32ND EDITION, JUNE 2012 535

Passenger Services Conference Resolutions Manual airline shall expedite the baggage in accdance with Resolution 743a. the affected iginal electronic ticket flight coupon(s) as bilaterally agreed. The involuntary indicat I shall be set in accdance with Resolution 722f. 4. REFUNDS Unsolicited Airpt Control shall be in accdance with Resolution 722f. Where the transptation cost f the revised routing class of service is lower than the fare iginally paid, the 6.4 Procedures f Reissue Member effecting the involuntary change shall arrange f the difference to be refunded to the passenger. Where a The Original Marketing/Operating Carrier, the Ticket passenger is carried in a lower class of service, the Handler acting on their behalf, shall provide a reissued refund shall be the difference between the higher and ticket and ensure that the ticket is immediately acceptable lower fares f the re-routed section(s) the amount at check-in (including self-service and online) with the calculated in accdance with Resolution 737, whichever New Operating Carrier(s). This procedure should be is higher Original Marketing/Operating Carrier, the applied when the Original Marketing/Operating Carrier, Ticket Handler acting on their behalf shall absb any the Ticket Handler acting on their behalf, has been able to difference between the amount of the refund as calcu- confirm waitlist flight inventy with the New Operating lated and the balance remaining after all claims f Carrier. It should be applied irrespective of the fare type carriage have been ascertained. (e.g. Free Ticket(s), Frequent Traveler, AWARD, IT/BT and BULK). 5. ABSORPTION OF PASSENGER'S EXPENSES The reissued ticket shall only include those coupons affected by the rerouting in der to provide onward carriage to the next point of stopover named on the iginal electronic ticket. In an interline journey, it is the responsibility of the carrier responsible f a delay causing involuntary change of a 6.4.1 The new ticket shall reflect that it was issued as passenger's journey to arrange f a reasonable alternathe result of an involuntary reroute. tive route within a reasonable time and, if such time limit is not feasible, to comply with the requirements of 6.4.2 Carry fward to the new ticket the Original Fare absption of passenger's expenses as may be incurred Calculation, Fare, Tax/Fee/Charge, Equivalent Fare Paid during the period of the passenger's delay at the place and Fare Basis. Carry fward to the new ticket the where the involuntary change occurred and to absb iginal Baggage Allowance leave blank. such expenses at subsequent points en route where they are a direct consequence of such a change, provided that 6.4.2.1 The provisions of this paragraph shall apply only they are limited to essential expenses such as hotel in respect of reissue when the same cabin class is room, suitable meals and beverages without regard to booked in the flight coupons affected by the disruption. class of service, ground transptation, transit taxes, and reasonable communications costs necessarily incurred by Reservation procedures f upgrading to a higher com- the passenger because of the involuntary change. partment are covered in section 2.4.3.1. 6. PROCEDURAL REQUIREMENTS 6.1 Transfer of control of a flight coupon(s) by the Validating Carrier shall constitute endsement of that coupon(s) under the provisions of Resolution 736. 6.1.1 F electronic coupons, the i involuntary indicat shall be set in accdance with Resolution 722f. 6.2 Airline Redirect of electronic ticket flight coupon(s) If acceptable to the New Operating Carrier and the Validating Carrier, the Original Operating Carrier may redirect the affected iginal electronic ticket flight coupon(s) as bilaterally agreed. The involuntary indicat I shall be set in accdance with Resolution 722f. Redirect Airpt Control shall be in accdance with Resolution 722f. 6.3 Unsolicited Airpt Control If acceptable to the New Operating Carrier, the Original Operating Carrier may send Unsolicited Airpt Control of In cases where an involuntary change results in a change from the iginal connecting flight(s) and the fare basis differs on the coupon(s) affected by the disruption, the fare basis to be used on all reissued coupons shall be the fare basis of the first flight coupon affected by the disruption. Examples: Original Routing: OSL - LH - X/HAM -KL - AMS Fare Basis Codes: YW KPEX New Routing: OSL - KL - AMS New Fare Basis: YW New Routing OSL - SK -X/LON - BA - AMS New Fare Basis YW YW Original Routing: TYO AF X/PAR KL AMS Fare Basis Codes: JLOW COW New Routing: TYO - KL - AMS New Fare Basis: JLOW 536 32ND EDITION, JUNE 2012

Resolution 735d control f an involuntary reroute, the involuntary indicat shall be included in the request. The request f control New Routing TYO - SK -X/CPH - KL- AMS shall only include those coupon(s) affected by the disruption. New Fare Basis JLOW JLOW Upon receipt of a request airpt control message that includes the involuntary indicat, the Validating 6.4.2.2 In cases where an involuntary change results in Carrier shall not deny the request when the coupon status a change from the iginal connecting flight(s) and the is open f use and the requesting carrier is part of the fare basis and cabin class differ on the coupon(s) affected ticketed itinerary affected by the disruption. by the disruption, the fare basis to be used on all reissued coupons shall be the fare basis of the first flight coupon 6.5.1 Where the result of the reissue is a new electronic affected by the disruption. Upgrading to a higher cabin ticket, it shall be issued in accdance with class that is not shown on the coupons affected by the Resolution 722f. involuntary rerouting shall only be permitted in accdance with the procedures f upgrading to a higher 6.5.2 A paper ticket shall only be issued when the new compartment covered in section 2.4.3.1. itinerary is ineligible f an electronic ticket. In these circumstances, the paper ticket shall be issued in accdance The fare basis to be applied to the reissued ticket shall with Resolution 722. The provisions set fth in refer to the fare basis that was shown on the first coupon paragraph 7 shall apply f the involuntary rerouting of affected by the disruption of the iginal ticket irrespective paper tickets. of the actual cabin class of travel. Examples: 6.6 Provision of New Itinerary Receipt Original Routing: TYO AF X/PAR KL AMS The Original Operating/Marketing Carrier as the new Validating Carrier, when providing a replacement elec- Fare Basis Codes: FOWAF COWKL tronic ticket, shall deliver an itinerary/receipt to the passenger New Routing: TYO - JL - AMS in accdance with Resolution 722f. New Fare Basis: FOWAF 6.7 Usage of Flight Interruption Manifest (FIM) A FIM shall only be used f a diversion en route when New Routing TYO - SK -X/CPH - KL- AMS the applicable electronic flight coupon(s) is not available, New Fare Basis FOWAF FOWAF in accdance with Resolution 735e. Examples: Original Routing: AMS KL X/PAR AF TYO Fare Basis Codes: COWKL FOWAF New Routing: AMS - JL - TYO New Fare Basis: COWKL New Routing AMS - KL -X/CPH - SK- TYO New Fare Basis COWKL COWKL 6.4.3 The first five places of the endsement/restriction text shall reflect the characters INVOL. 6.4.4 The Not Valid After data element shall reflect the date of departure of the flight(s) on which the passenger has been involuntary rerouted. Exception: F an involuntary change of carrier and/ routing, in the event that the iginal electronic ticket cannot be reissued transferred to the New Operating Carrier, a FIM may be issued provided the Original Operating Carrier has control of all the affected electronic flight coupons. The Original Operating Carrier shall advise the Validating Carrier via a Change of Status message that the electronic coupons have been exchanged. 6.8 Examples f Obtaining Control in an Involuntary Reroute Scenario Example 1: Involuntary rerouting when connecting flight is cancelled Original Ticketed Routing: CPH CC X/LON BB BOM CC BKK (no stopover at LON) Alternatively, if the iginal NVA date is later than the new Flight LON BB BOM is cancelled travel date, the iginal NVA date may be used may be Point of rerouting CPH left blank. New routing: CPH DD X/FRA DD BOM (no stopover at 6.4.5 The Not Valid Befe data element shall reflect the FRA) date of departure of the flight(s) on which the passenger has been involuntary rerouted may be left blank. 6.5 Request Airpt Control with Involuntary Indicat (i) When the Original Operating/Marketing Carrier, the Ticket Handler acting on their behalf, requests airpt Reissue is perfmed by carrier BB f the sects CPH CC X/LON BB BOM f travel CPH DD X/FRA DD BOM (no stopover at FRA). Carrier BB requests control back from CC to enable the iginal Validating Carrier to reissue the ticket. 32ND EDITION, JUNE 2012 537

Passenger Services Conference Resolutions Manual Point of rerouting: GVA New routing: GVA EE ZRH Reissue is perfmed by carrier CC f sect GVA EE ZRH only as Carrier CC already has airpt control of the affected flight coupon. Example 5: Involuntary rerouting by Original Operat- ing Carrier at igin change from a connecting flight to a direct flight Example 2: Involuntary rerouting by Original Operating Carrier when iginating flight is cancelled Original Ticketed Routing: CPH CC X/LON BB BOM CC BKK (no stopover at LON) Flight CPH CC LON is cancelled resulting in a missed connection LON BB BOM Point of rerouting CPH New routing: CPH DD X/FRA DD BOM (no stopover at FRA) Reissue is perfmed by carrier CC f the sects CPH CC X/LON BB BOM f travel CPH DD X/FRA DD BOM (no stopover at FRA). Carrier CC requests control of coupon LON BB BOM with the involuntary indicat (I) to enable the Original Operating/Marketing Carrier of the disrupted flight to reissue the ticket f travel to BOM. The Validating Carrier shall not deny the request. Example 3: Involuntary rerouting by Original Operating Carrier due to missed connection Original Ticketed Routing: GVA CC X/ZRH BB X/DXB BB X/BKK DD SYD (no stopover at ZRH, DXB and BKK) Flight GVA CC ZRH arrives late into ZRH resulting in a missed connection to DXB and subsequent missed connection to BKK. Point of rerouting: ZRH New routing: ZRH DD X/FRA DD BKK (no stopover at FRA) Original Ticketed Routing: GVA CC X/ZRH BB X/DXB BB X/ BKK DD SYD Flight GVA CC ZRH is cancelled Point of rerouting: GVA New routing: GVA EE BKK Reissue is perfmed by carrier CC f sects GVA CC X/ZRH BB X/DXB BB X/BKK. Carrier CC has control of GVA ZRH and must request control of coupons ZRH DXB and DXB BKK from Validating Carrier BB using the involuntary indicat.carrier BB shall not deny the airpt control request. Example 6: Involuntary rerouting by Original Operating Carrier at igin changing from a direct flight to connecting flights Original Ticketed Routing: GVA CC DXB BB X/BKK DD SYD Flight GVA CC DXB is cancelled Reissue is perfmed by carrier CC f sects ZRH BB Point of rerouting: GVA X/DXB BB X/BKK f travel ZRH DD X/FRA DD BKK (no New routing: GVA EE X/ZRH EE DXB stopover at FRA). Reissue is perfmed by carrier CC f sects GVA CC Carrier CC requests control of the coupons affected by DXB. the disruption ZRH BB X/DXB BB BKK with the involuntary indicat (I) to enable the Original Operating/ Carrier CC has control of GVA DXB and reissues the Marketing Carrier of the disrupted flight to reissue the ticket over the connecting point of ZRH. affected flight coupons f travel to BKK. Carrier BB shall not deny the request. Carrier CC may not 7. PROVISIONS FOR THE INVOLUNTARY request control of the coupon BKK DD SYD with an (I) indicat as this coupon is not affected by the REROUTING OF PAPER TICKETS disruption. PROCEDURAL REQUIREMENTS Example 4: Involuntary rerouting by Original Operating Carrier at igin change from one Operating Carrier to a New Operating Carrier direct flight Original Ticketed Routing: GVA CC ZRH BB X/DXB BB X/BKK DD SYD Flight GVA CC ZRH is cancelled 7.1 The endsement requirement of Resolution 736 shall apply. 7.2 No Change of Routing The Original Marketing/Operating Carrier Ticket Handler acting on their behalf shall: 7.2.1 present the iginal flight coupon(s) f onward carriage. When so presented, they shall be accepted by the New Operating Carrier, provided that provisions of 7.2.3 of Resolution 735d are applied, taking into account 538 32ND EDITION, JUNE 2012

Resolution 735d Example 2: Change from a direct flight to con- necting flights Original Ticketed Routing: OSL SK FRA New Routing: OSL KL AMS KL FRA (no the applicable endsement procedures, on the understanding that an endsement to the New Operating Carrier must not be withheld. When the passenger is in possession of the flight coupon(s), a Flight Interruption Manifest (FIM) shall not be issued n shall the New Operating Carrier request the issuance of a FIM, 7.2.2 issue a FIM where the passenger has surrendered the flight coupon(s) pri to the occurrence of the involun- tary reroute, in der to provide the least possible delay inconvenience to the passenger. When so presented, the FIM shall be accepted. Note: Whenever possible the iginal flight coupon(s) should later be substituted f the FIM. 7.2.3 when the iginal paper flight coupon(s) are presented f onward carriage, the Original Operating Carrier shall enter INVOL REROUTE on the applicable flight coupon(s). When such onward carriage is at a higher at a lower cost, the Original Operating Carrier shall enter and validate INVOL UP INVOL DOWN, as applicable, in the Restrictions/Endsements box of the appropriate flight coupon(s) and the carbonised passenger coupon(s) the ATB passenger receipt(s). When the passenger is downgraded and it is known which class of service he will be downgraded to, enter INVOL DOWN TO (enter applicable class of service code) CLASS ; provided further that when the Original Operating Carrier is physically unable to do so, the New Operating Carrier shall enter and validate this notation. Rerouting using iginal flight coupons is permitted since igin and destination did not change and new routing is by one carrier. Example 3: Two me carriers, no change in Connecting Point Change from a direct flight to connecting flights with an onward sect, the latter not being effected by the change. Original Ticketed Routing: OSL KL AMS KL FRA (no New Routing: OSL SK CPH SK AMS KL FRA (no Rerouting using iginal flight coupons is permitted since igin and destination of each iginal flight coupon did not change. Example 4: Change from connecting flights to a direct flight Original Ticketed Routing: OSL LH HAM LH AMS (no 7.3 Change of Routing New Routing: OSL KL AMS The Original Operating Carrier taking into account the Rerouting using iginal flight coupons is permitted since applicable endsement procedures, on the understand- igin and destination did not change. ing that an endsement to the Original Operating Carrier shall not be withheld shall: 7.3.4 nothing in this paragraph shall prevent the New Operating Carrier from reissuing the ticket when the 7.3.1 reticket the passenger; Original Operating Carrier is unable to do so. 7.3.2 issue Flight Interruption Manifest(s) (FIM(s)) in 7.4 In all cases where the passenger is reticketed to accdance with paragraphs 1.2 and 2 of Resolution 735e cover carriage via a different routing, carry fward to the in der to provide onward carriage with the least possible new ticket the iginal Fare Calculation, Fare, Tax/ delay inconvenience to the passenger; Fee/Charge, Equiv. Fare Paid and Total entries and show the revised routing being reflected only in the Good 7.3.3 if acceptable to the New Operating Carrier, presf Passage section. Optionally, NO ADC may be ent the iginal flight coupon(s) f onward carriage when entered in the Total box. The Restrictions/ there is no change in the igin and destination and the Endsements box on all appropriate coupons shall be new routing is to be flown by one receiving carrier over marked INVOL REROUTE. two me sect(s). 7.5 The withdrawn flight coupons of tickets shall be In such case, the Original Operating Carrier shall enter endsed across the face of coupons EXCHANGED ( INVOL REROUTE in a blank area, other than the another notation to the same effect), in der to prevent SCAN AREA on the applicable coupon(s). their fraudulent reuse lost stolen. Example 1: Change in Connecting Point Original Ticketed Routing: OSL KL AMS KL FRA (no New Routing: OSL SK CPH SK FRA (no Rerouting using iginal flight coupons is permitted since igin and destination did not change and the new routing is by one carrier. 32ND EDITION, JUNE 2012 539