Lufthansa etix Info No. 36

FRA EB/P March 2007 Lufthansa etix Info No. 36 for Check-In, Lost & Found, Ticketing and Call Center Content 1. Etix Statistics 2. etix Interlining with Air One (AP) and Adria Airways (JP) 3. Changes when issuing FIMs for etix Passengers in Case of Flight Irregularities 4. Check-in of etix Passengers of Customer Airlines in Germany 5. Data Quality of Check-in Records of etix Passengers 6. Sign-in Authority to Reset Status Sequence revoked (Station Agents) 7. Fly paperless in Germany d etix The electronic Ticket

1. etix Statistics etix Use etix Destinations In January 2007 the etix use stood at 75,7% wordwide. In Germany even 88,3% of all tickets issued were sold as etix.* 159 of the 187 Lufthansa destinations can now be reached with an electronic ticket. Reference: You can find an overview of all etix destinations in AMADEUS under GGAIRLHETIXDESTINATION etix Interlining You can find a list of all Lufthansa destinations in the Internet under http://www.lufthansa.com/online/portal/lh/de/info_and_services/travel_pre paration?l=de&nodeid=1755898#ancn65539 In January 2007 Lufthansa was able to offer 18 etix Interlinings which cover 75,5% of all the coupons issued within interlining.* *Quelle: etix Cockpit 01/2007, FRA EB/T March 2007 Page 2

2. etix Interlining with Air One (AP) and Adria Airways (JP) New etix Interline Partner AP and JP As already published, Lufthansa has been offering etix Interlining with Air One (AP) and Adria Airways (JP) since February of 2007. Below you will find detailed information about the handling of the two electronic Interlinings. AP and JP ETKT Destinations It is now possible to reach all AP and JP destinations with an electronic etix on top of all LH destinations. Reference: You can find an overview of all etix destinations in AMADEUS under GGAIRLHETIXDESTINATION 2.1 What to observe during Check-In Access to electronic tickets of AP and JP Passengers with an electronic AP or JP ticket can be accepted for LH flights. Like the procedure with other etix interline partners you can use the already know procedures for the access to electronic tickets of AP or JP. You can retrieve the JP electronic tickets with the same transactions as the Lufthansa etix. The tickets are stored in the same data base as LH etix, just like those of BD, LO and OS. No infants The etix Interlining agreement with AP and JP does not include infants. No etix ID Agreement ID-etix of cooperation partners and Interlining partners must not be accepted on LH flights! This is also true for AP and JP, as no etix Interlining agreement was made for ID travel. Itinerary Receipts cannot be printed during passenger acceptance. The passenger receives his itinerary receipt at the time of ticket issue. AP and JP Boarding Passes Just like LH boarding passes, the AP and JP boarding passes contain an information about the electronic ticket and thereby can be easily differentiated from paper ticket boarding passes. March 2007 Page 3

Ticket Sales The e-indicator informs you whether etix is offered for a specific destination or not. Overview of the Differences in Product The following table shows you, which features are available as part of the etix interlining (Y). BD LO C9 OU JK LX OZ TG TP SK UA LH AC NH NZ SQ JP AP OS Remarks Group Travel Y N N N N emco on routings operated by YY Y Y Y Y Y Please add MCO number and information on rebooking fee as OSI element to the PNR as OAL cannot see the MCO emco for YY-Eticket Y N Y N Y FS ETIX NP at start Y* N N N Y* * not for start of of travel with YY travel in Scandinavia / Finland / Switzerland INF for YY routing Y N N N* Y on 220-etix open segments Y N* N* N* Y * Please book WL at the time of issue FOID Optional Y N* Y Y Y * Input of FOID for AC/NH/ NZ/SQ not possible. OAL etix Database N Y N* Y N* * C9/BD/JP/LO/ OS/OU use the LH database, therefore there is not OAL data base for these carriers Search via FOP CC N Y N Y N + Flight Date ID etix on YY Y N N N N segment 2.2 What to observe regarding Reservation and Ticketing by XD/B-L Further information regarding etix Interlining Further information on the topic etix interlining can be found in the etix handbook (GuideRes: etix KP > cell 11 etix Info > Option 5 etix Handbook ) esp. in Q Chapter 4, etix Interlining Sales Q Chapter 9, etix Interlining Changes after ticket issue March 2007 Page 4

3. Changes when issuing FIMs for etix Passengers in Case of flight Irregularities Background Information In June 2006 the IATA Resolution 735d was changed to the effect that a FIM may be issued only for etix passengers in case of a DIVERSION. This change implies that we adapt our internal procedures and proceses to assure that other carriers will carry LH passengers. Effects on etix Passengers The rule of exception FIM instead Reissue due to lack of time for etix no longer applies. If a rerouting of an etix passenger becomes necessary, then an etix invol reissue must be performed at all times. Simplification of the INVOL Reissue in GUIDE*RES Until now ETKTS of other other Interline Partners, which were issued in a different reservation system, did not contain complete TST details so that a reissue always involved great manual effort. In order to simplify such an INVOL-Reissue for an ETKT of other Interline Partners, a new functionality was created in GUIDE*RES which now automatically enters all tickets details into the reissue-mask for ETKTs of Interline Partners. The time consuming manual collection of data is no longer necessary and a fast INVOL Reissue is now possible. Reference: Etix KP, Cell 4, Option 1, check NO TST Note: In case more than one passenger is booked in the respective PNR, then this process will set up a TST for all passengers and all necessary fare elements are set to reissue. The Pop-up with Default to option 2 will be displayed. Please, be sure to enter the pax association of the respective passenger, so that the FO-lin can be set up correctly. For passengers to follow call up the respective etix via Retrieve etix account, Cell 1 and enter the resulting FO element via Invol etix Reissue > Option 2. March 2007 Page 5

Teletype FIM deactivated The bilateral agreements with SK, OS and JK which used to include the sending a teletype FIM have now become etix interline agreements. LH is also the handling agent for all these partners and check-in for these airlines is done in the LH Check-in system. Given these new circumstances, agents now have a direct access to the ETKT coupons of these partners and the sending of a teletype FIM has therefore become obsolete. In case of a flight irregularity please always perfrom an update of the respective etix for the new flight. Due to the above the mentioned facts and the IATA guidelines the issuance of teletype FIMs will not be possible anymore. As soon as the necessary changes to the different systems have been done, we will inform you separatly. Note: Lufthansa will continue to accept the teletype FIM of these airlines in the future. Please, attach a copy of the teletype FIM to the ticket envelope. Change in he PSM Chapter The PSM chapter 13 was updated accordingly, the revised version will be available in April 2007. March 2007 Page 6

4. Check-in of etix Passengers of Customer Airlines in Germany Background Information The number of airlines performing e-ticketing is increasing steadiliy. This trend is enforced by the IATA initiative for sole e-ticket use by the end of 2007. This also includes the airlines handled by Lufthansa particularly in Germany who demand that Lufthansa as their handling agent facilitates the use of e-tickets. Presently Lufthansa uses two different methods when handling etix passengers of Customer Airlines: 1) Working Copy Methode This method has been familiar to you for many years for the handling of SK, OS and LO flights and others. You find a copy of the etix in our data base. 2) PNL/ETL Method: The so-called PNL/ETL Handling implies that the ground handling agent (in this case Lufthansa) receives only a PNL (Passenger name list) which includes the ticket number TKNE for those passengers who travel with an e-ticket. There is no copy of the e-ticket in our data base, but the check-in is handled based on the PNL and the TKNE item therein. After flight closure an ETL (e-ticket list) is transmitted to the Customer Airline. This list contains all passengers on board holding an electronic ticket. The Customer Airlines then marks the e-tickets as USED in their data base based. This method applies when handling Customer Airlines at Geman stations. These airlines are handled in Flight Check-in at most German stations, however, there are some airlines which are handled in the common Check-in (e.g. Luxair in Frankfurt). In order to assure a smooth handling, we would like to point out what needs to observed when handling an etix passenger of a Customer Airline. March 2007 Page 7

Handling of a CAL etix Passenger in Pictures When handling a CAL etix passenger, identify the passenger in the Register Identify via Name and flight number. It is not possible to identfiy the passenger by entering a Frequentl Flyer card number or by entering the FOID. Pictures recognizes that the passenger does hold a TKNE in his passenger record but that he is travelling on a Customer Airline which does not transmit the etix data to us. The next register already informs you via the warning triangle Paperless Ticket that this passenger is an etix customer of a Customer Airline and that he does not need to present a paper ticket. Example: LG 9308 Handle the passenger as usual in Pictures. The layout of the boarding corresponds to the layout of the LH etix boarding passes. Proof of Transportation As proof of transportation an etix customer of a Customer Airline must present a booking confirmation or any other document which specifically states that this passenger is holding a valid electronic ticket. Please always have the passenger also present a photo identification! March 2007 Page 8

Passenger does not wish to fly as booked or Passenger is not shown as etix on the Passenger List If an etix passenger is not listed on the passenger list or if he does not wish to fly as booked, then please proceed as follows: 1. Step: Verify that the passenger is holding a confirmed reservation (and thereby a valid electronic ticket) for the flight or that he is permitted to select a different flight either by a written confirmation or by contacting the respecitve ticket counter/airline representative. Note: Please be aware that the Seach Alternative Button is always activated for passengers of Customer Airlines, even if the passenger is holding a restricted ticket. It is therefore always necessary to confirm, that the passenger is permitted to change his reservation. 2. Step Check-in the passenger and enter a message (incl. TKNE). The ticket number can be obtained from the booking confirmation presented resp. by contacting the representative of the airline in question. Example: TKNE 049 1234567890 3. Step: Note down on the boarding pass that the passenger is an etix passenger. What else to observe 1. Through Check-in Presently a through check-in from one flight to another flight in a different system is not possible. 2. ETX Item in Pictures The passenger lists in Passenger Acceptance will always display an N (for NO) in the ETX column. If you wish to verify whether the passenger is an etix passenger, then please call up a passenger list with the item ETX via the central navigation. Further Information Further Information regarding the special handling of Customer Airlines can be found in the HEL PAS pages. March 2007 Page 9

5. Data Quality of etix Check-in Records of etix Passengers Problems concerning the build- up of Check-in Records for etix Passengers Procedure for the acceptance of etix passengers Due to agent or system errors the check-in records of etix passengers are consistenly build up incorrectly. Our IT department is working on a detailed analysis to detect possible causes and define possible solutions so that the check-in records will be build up correctly. It is possible to update the incorrectly build up check- in records with the correct etix data by using the correct procedure at time of check-in. Once more we would like to inform you about the correct way of accepting of etix passengers. The acceptance of an etix passenger always starts with the search for an available etix coupon. The acceptance of the etix passenger will be performed afterwards. There are serveral ways in the register Identify to search the etix data base for an available etix coupon. 1. Possibility (FOID Access): Please insert a FOID (Form of Identifikation) in the register Identify. Choose the correct FOID type from the drop down menue afterwards.the following FOID types are available: Frequent flyer card, German bank account card, a credit card or the ticket number. Confirm the input by pressing the button ok or search etix. If only one etix coupon ist available for the acceptance, Pictures will automatically stop in the next register. If more than one etix coupon is available a coupon selection must be performed. Example: 1. Input of FOID and choice of FOID type 2. Confirm with Search etix or OK March 2007 Page 10

2. Possibility (nonfoid): Please insert name and flight number in the register Identify. Confirm your input by using the button search etix. If only one coupon ist available for the acceptance, Pictures will automatically stop in the next register. If more than one etix coupon is available a, coupon selection has to be performed. Note: Pictures searches the passenger list only for a check-in record after the input of name and flight number and the confirmation by using the button ok. In case this check-in this record was build up incorrectly without any etix information the passenger will be checked in as a paper ticket guest. Exampel: 1. Input of flight number and name 2. Confirm with Search etix March 2007 Page 11

Procedure in case the passenger was accepted incorrectly If an etix passenger was accepted as a paper guest by mistake, please proceed as follows: 1. step: Please cancel the passenger with cancel pax in the register accept. Baggage details and existing additional items should not be canceled. ONTO segments schouls also be canceled. 2. step: Please accept the passenger as described above. Pictures now takes the already existing check-in records and updates them with the necessary etix data. Note: Please make sure that the passanger holds etix boarding passes for his entire routing to avoid additional clarification at the gate. Onto Handling via the etix Help Disk If the check-in was performed only for the feeder flight, then use the button Add segment in the register Identify and add the onto segment manually. Should you encounter further problems when through checking passengers, then you may have the etix help desk perform the check-in for the onto flight. If the help desk performs the check-in for the onto flight, then it is not possible to collect the baggage data for the onto flight. This data must be collected manually at the transfer station. It is therefore advisable not to issue the boarding pass for the onto flight. This will assure that the passenger will have to contact the counter at the transfer station. The agents of the help desk will enter a message into the check-in record, so that the agents at the transfer station know that the data of the baggage still needs to be collected. This will help to avoid any left behind baggage. March 2007 Page 12

6. Authority to Reset the Status Sequence revoked (Station Agents) Background Information We have already informed you the in the last etix info that it is possible to reset coupons with the status SQNCE to ECX, IXC and MXC directly without having to go via a reset. This change in status can be performed by all agents of the ticket counter. Sign-in Authority revoked by 01 April 2007 It is therefore no longer necessary to perform a reset at the ticket counters. The sign-in authorities for the reset of the designated agents will therefore gradually be revoked beginning 01 April 2007. If the system should set the status SQNCE incorrectly, then please refer to the etix help desk. Sing-in Authority will remain for Agents of the City Offices Designated agents of the Lufthansa Service Centers will keep the authority to perform a reset. The reason for this is, that an agent at the travel agency cannot perform a refund for a ticket which was issued in a different reservation system and which holds the status SQNCE. We have requested a system change which will permit the refund for sales isssued by a different reservation system. March 2007 Page 13

7. Fly paperless in Germany - by XD/B-L As of 01 April electronic Tickets only for German domestic flights with Lufthansa Background Information Reservation and issue International Tickets Effective 01 April 2007 German domestic tickets will be issued as electronic tickets only. By doing so, Lufthansa is going one step further in complying with IATA endeavour to issue electronic tickets only and no more paper tickets by the end of the year. The e-fare only tariff condition will automatically be included in the tariff note on that day and is thereby stored in the pricing/ticketing regardless of kind of tariff and location. The following German domestic routes, for which the issue of an etix is not possible, are excluded from this rule until further notice: - Travel to/from Westerland (GWT) - Rail & Fly routes - Travel to/from Saarbrücken (SCN) with German Railway with Codeshare number Pricing requests via Amadeus which include the note : FARE VALID FOR E TICKET ONLY indicate that the issue of a paper ticket is no longer possible. Furthermore the ticket type indicator in the TST will still be set to E. It is therefore not possible to issue paper tickets via the option Print Paper Ticket any longer for all German domestic tickets eligible for etix which were priced automatically. When issuing tickets which include a German inbound flight and an international onward flight, you still have the option between an etix and a paper ticket with the higher ticket service charge. Paper tickets issued before 1 April 2007 remain valid and will be accepted. Further Information Further information can be found in the etix hand book, chapter 5 e- ticket only fares. March 2007 Page 14

Should you have any further questions pertaining to this info, please contact: Check-in: FRA EB/P Fabian Rupietta Telephone ++49 69 696 47885 Fax ++49 69 696 90797 Email fabian.rupietta@dlh.de, SITA FRAOJLH Reservation, Ticketing: FRA IE/R-R Markus Ulrich Telephone ++49 69 696 42625 Fax ++49 69 696 91664 Email markus.ulrich@dlh.de, SITA FRAMNLH FRA XD/B-L Birgit Eder Telephone ++49 69 696 48136 Fax ++49 69 696 72487 Email birgit.eder@dlh.de FRA XD/B-L Claudia Görgen Telephone ++49 69 696 72549 Fax ++49 69 696 72487 Email claudia.goergen@dlh.de With best regards, FRA EB/P p.p Fabian Rupietta March 2007 Page 15