IB Trade Guidelines

(075 - tickets)

 Booking beyond date range...  Customer relations...  Disruption & Involuntary change (075 tickets)...  Domestic shuttle flights...  Dupe tickets or bookings...  EMD...  EXST & CBBG...  Fares & taxes...  Historical flight or PNR data...  HX segments...  Infant / Child...  Name correction...  Offload...  Paid seating...  Refunds & exceptions...  Ticket re-issue & revalidation...  UMNR & YP...  Vueling...

Booking beyond date range

 Travel agent to contact ‘IB Trade Helpdesk’ to advise that passenger requires inbound date.  ‘IB Trade Helpdesk’ to enter a vendor remark authorising the inbound date change and ticket can be re-issued free of charge once the date is in system range.  Travel agent is required to contact ‘IB Trade Helpdesk’ once the change is made to advise new ticket number to avoid an ADM.  If the agent should request another date other than the one given at the time of booking, fare rules apply.

Customer relations

 Feedback and complaints to be submitted on www.iberia.com  If passenger is not satisfied with the CR response, they need to give feedback online and quote the existing CR number.

Contacts: Postal Address for Luggage claims: Apdo. 36299 – 28080 MAD Fax. (luggage claims only): +34 915149958 Postal address for Pax claims: Apdo. 36315 – 28080 MAD Go up

Disruption & Involuntary change (075 tickets)  Rebooking must be done by issuing travel agent. ‘IB Trade Helpdesk’ can assist with availability and guidelines only if necessary.  IB system to automatically revalidate tickets on flights impacted by schedule change where the route remains unaffected.  In cases where a re-issue is required, the travel agent MUST enter a remark INVOL ASC in the endorsement field.  Travel agent to re-issue the ticket once passenger has accepted the offered alternative. It is recommended this takes place soon after the rebooking to avoid automated cancellation of unticketed segments. Re-issued ticket in these cases will be considered as acceptance of the involuntary change and the fare rule will apply thereafter.  If the re-protected segment is cancelled due to ticket not being re-issued by the travel agent on time then rebooking will be subject to availability. Re-instatement is not possible.  Involuntary change affecting a long haul route, to or from Europe where guidelines have been followed and there is no same day connection, travel agent needs to contact the ‘IB Trade Helpdesk’.

Disruption

 Disruption policy and guidelines are issued by Iberia on occasions when such policy is necessary. The same applies to Vueling.  Where refunds are permitted, these must be processed by travel agent in the GDS. Remark INVOL ASC to needs to be entered.

Involuntary changes

 Travel agent needs to follow the standard customer guidelines for any scheduled flight cancellation and scheduled time change.  Vueling operated flights booked as IB5xxx have their own specific carrier guidelines which apply to any booking containing IB5xxx involuntary flight.  Where refunds are permitted these must be processed via BSP or ARC with an endorsement indicated INVOL ASC.

Flight cancellation

 The system may automatically re-protect passengers on to an alternative flight.  Passengers will have the choice to re-book if the alternative is not acceptable.

IB or IB* (JB route)

 Rebook onto IB (exc IB5xxx) or BA.  JB routes rebook onto IB, IB*BA/BA, IB*AA/AA, IB*AY/AY,IB*US/US.  Maintain original destination (can be different airports in same city) and apply to 3 days prior to departure or 14 days after departure, same class or if necessary the lowest class (IB not U, X, T) within the same cabin. The validity may be extended.  If the passenger requires alternative outside of the 3 & 14 day rule, the change will be permitted but only in the same class/cabin and extension to validity will not be permitted.

IB5xxx Vueling operated

 Rebook only onto IB5xxx (exc IB prime).  Maintain original route and apply to 3 days prior to departure or 14 days after departure and same class.  If there is no same class available, then rebooking to next available fare is permitted.  Travel agent to re-issue with the additional collection and the endorsement indicated as INVOL ASC.

IB* Codeshare (non JB)

 Rebook on IB* marketing (exc IB5xxx) same or lowest available class in same cabin, first dare before or after original departure.

Connecting flights (non JB)

 Rebook onto operating carrier, maintain same class/route.

Cancellation occurs within 24hrs of departure and no alternatives are available.

 IB flights (exc IB5xxx) can be rebooked using oneworld carriers and maintain the same routing and where possible the same class or the lowest in the same cabin (IB not U, X, T) & on to operating carrier.  IB5xxx (exc IB) if no alternative generated in the PNR, then apply full refund.  Booking must contain OSI YY INVOL CHANGE IB.

Refund (only if any above options is accepted)

 Full refund 075 tickets to the original form of payment.

If passenger declines the above options (excludes IB5xxx passengers), travel agent may offer an alternative gateway on IB, BA. Onward travel and additional cost between the gateway and the original destination to be at passenger own expense. Travel agent must enter a vendor remark to confirm passenger acceptance of any additional expense from rebooked gateway to original destination. JB routes rebook onto IB, IB*BA, IB*AA must not be more than 300 miles of the original airport. Original class dates & validity applies.

Delayed departure

 If the flight delay is on the day of travel there is no segment change in the PNR and airport staff will take necessary action.  Non airport staff may assist with rebooking only if the passenger has not checked in with luggage.

IB or IB8 (JB routes)

 Spanish domestic/European fights  Delay over 2 hours or outbound/inbound is same day and passenger requests a change, rebooking is possible onto another IB (exc IB5xxx) or IB*..  Long haul flights  Delayed over 5 hours and passenger requests a change, rebook on IB.  JB routes rebook onto IB, IB*BA, IB*AA, IB*AY, IB*US.  Same destination up to 3 days after original flight, same class or if necessary the lowest class (IB not U, X, T) within the same cabin.  The validity may be extended.  If passenger requires a date outside the 3 day rule, then the change to be permitted only in same class/cabin & extension to validity will not be permitted.

IB5xxx Vueling operated

 Handled by airport staff only.

IB* codeshare (non JB)

 Rebook on IB* marketing (exc IB5xxx) same or lowest class in same cabin, within 3 days of original date.

Connecting flights (non JB)

 Rebook onto operating carrier, maintain same class/route.

Refund (only if any above options is not accepted)

 Full refund 075 tickets to the original form of payment.

Time change

 Flight number remains unchanged and the change is to the departure or arrival time and may also affect connecting flights on the same through fare or ticket resulting in change to the origin – destination elapse flying time.

IB or IB* (JB route)

 Changes less than 120 minutes  Passenger, who does not accept the new flight time, can be rebooked using IB (exc IB5xxx) and JB routes on to IB, IB*BA, IB*AA, IB*AY, IB*US on the same day or within 2 days before or after the original departure date.  Keep the same class/cabin or the lowest available class in same cabin if IB operated (IB not U, X, T).  NO refunds permitted.  Changes more than 120 minutes  Passenger, who does not accept the new flight time, can be rebooked onto IB (exc IB5xxx) or JB routes on to IB, IB*BA, IB*AA, IB*AY, IB*US on the same day or within 2 days before or after the original date.  Keep the same class and cabin or the lowest class in same cabin if IB operated (IB not U, X, T).

IB* Codeshare (non JB)

 Rebook on IB* marketing (exc IB5xxx) sale or lowest class in same cabin, 2 days before or after the original date.

Connecting flights (non JB)

 If a connection flight forms part of a disrupted itinerary and is on the same ticket, then re-book to allow for a suitable connection & transfer point within the fare rule using same class and operating carrier.

IB5xxx Vueling operated

 Changes less than 120 minutes.  Rebook on to IB5xxx only within 2 days before or after the original departure date in same class.  If there is no same class available, then rebooking to next available fare is permitted and travel agent will re-issue with the additional collection and the endorsement indicated as INVOL ASC.  NO refunds permitted.  Changes more than 120 minutes.  Rebook on to IB5xxx only within 2 days before or after the original departure date in same class.  If there is no same class available, then rebooking to next available fare is permitted and travel agent will re issue with the additional collection and the endorsement indicated as INVOL ASC.

Refund (only if any above options is accepted)

 Full refund 075 tickets to the original form of payment.

REMINDER Refunds due involuntary cases must be processed via BSP or via ARC and indicate INVOL ASC

Domestic shuttle flights

 Shuttle service exists on route MADBCNMAD, these are non bookable flights, available on a first come basis.  They are in all GDS availability displays with a standard flight number followed by letters E J Y.  Only full business or economy fares in C & Y can be sold on these flights.  For the purpose of pricing & ticketing, the PNR should contain an open segment in C or Y class.  It is mandatory to include:  A form of ID (e.g. passport, credit card, national ID or frequent flyer card) in the PNR  A passanger will be asked to present this document at check in.  PNR dispalyed SSR FOID IB-PP12345567/P1  Amadeus PNR FZ PP12345567

Dupe tickets or bookings

 Full refund to be authorised only in cases where there is only 1 PNR by the same travel agency and tickets have been issued on the same day.  Refund less a service fee if the same travel agency has 2 identical bookings for the same passenger.  If a duplicate booking exists via IB.com and through a travel agency and both have tickets issued, then the last ticket to be issued should be refunded. o If this is via IB.com then passenger needs to contact the call centre.  If travel agent is refunding then the service fee GBP30/EUR30/USD75 or EUR equivalent applies.  US and Canada travel agents: issue a VMPD or EMD for the service fee. RA must be made via ARC and not the GDS. The RA must indicate the MISC doc number issued for the refund.  In all other cases where duplicates exist or tickets are partially used and out of sequence, the fare rules apply.  Travel agent can process any of the above cases via their GDS.

EMD

 EGCD/VIB display countries for IB EMD.  EGSD/VIB display services for IB EMD.  Refunds for EMD must be processed by: o IB refunds team (US) o BSPlink (Europe and Canada)  EMD-A requires a ticket to be issued and displayed in the PNR, either as SSR TKNE or FA field (not FHE).  EMD-A documents must be re issued by the IB helpdesk if there is any change to the associated flight, whether voluntary or involuntary.  XBAG - only 1pc can be booked in the PNR. Any other pieces have to be purchased at check in. Amadeus only.  IB EMD for ancillaries may not be available to all GDS in all markets. ‘IB Trade Helpdesk’ would issue EMD in these cases.  IB EMD is not currently interline able with other carriers.  Penalties to a fare to be collected through EMD. VMPD through BSP or ARC can be used in selected markets.  EMD not currently available in Sabre, penalty can be collected as Q charge until such time EMD is available.

EXST & CBBG  Must be booked on operating carrier and for LHRMAD (BA5xx) IB process will apply.  Cannot be combined with an inbound BA process.  Not accepted on IB5xxx (VY).

EXST

 Booked for passenger comfort or physical condition: o Two seats must be booked simultaneously. o The name field must contain the keyword 1.Brown/John(IDEXST ) 2.Brown/EXST o Enter SSR EXST YY-for comfort /p2 o A lateral seat is blocked for the passenger at check in o The charge for the extra seat will automatically price and is reflected as a Q o Charge on the passenger’s ticket. o The fare basis must contain a space after and then EX example VLTNM EX.

CBBG

 Booked for musical instruments or bulky fragile items.  Two seats must be booked simultaneously.  The name field must contain the keyword 1.Brown/John 2.Brown/CBBG  Enter SSR CBBG YY-CELLO/P2  Max weight permitted for CBBG 75kgs/165lbs  A lateral seat should be assigned.  The charge for the CBBG is applied to the CBBG ticket as a Q charge only, which may have to be constructed.  The tickets need to be cross referenced.  The fare basis must contain a blank space after and then CB example VLTNM CB

Note: EXST & CBBG cannot be added to existing PNR.

Fares & taxes

 ‘IB Trade Helpdesk’ can assist with queries related to fares.  Travel agent must make recalculation in their own GDS as fares may differ from IB system.  Fares & YQ apply at the ticketing stage, there are some exceptions by market where the fare & YQ will be honored at time or reservation, trade agent is permitted to create manual pricing & ticket in these cases, no special waiver is required.

Certain letters within a fare basis identify special & private fares example: OTORT2GB (TO tour operator)

 Seat only TN  Offers OF  Tour operator TO  North Atlantic seat only & offers TN….JB  North Atlantic tour operator & offers TO….JB  Visit friends & relatives TQ  Humanitarian RG  CruiseLong haul CR short haul AS  Early bird EBJB  Marines SCMAR  Student ZS  Touchdown /agt promo XLAD & XHAD  Fare families 4K (end of basis)  Other fare types FQNIB/001  South America air pass FQNLA/I072  Explorer round the world rules, fares & booking tool http://www.oneworld.com/  Resident fare & ‘familia numerosa’ can only be priced & ticketed in Spain.  Infant turn 2 years during trip must purchase a child fare for the entire journey and occupy a seat.

Fare reporting

 If travel agent is unable to view private fares, this must reported their local sales team to verify the PCC has been submitted correctly.  If the PCC is correct, travel agent needs to complete and follow the instruction on ‘IB fares reporting form’. (NOTE: please ensure you advise an agent how to access the form )  Any fares anomalies must be reported through ‘IB fares reporting form’.

Taxes & YQ Fuel charge

 Government taxes and charges are refundable if the ticket has not been used – travel agent to process in GDS. US travel agents should process these via ARC.  YQ (carrier fuel charge also known in CA/US as carrier charge) forms part of the taxes and is non-refundable if the fare is non-refundable.  Airline fees are non-refundable.  Travel agent requiring assistance in calculating taxes on partially flown tickets needs to request it in BSP (EU).  Trade in US should request assistance from ARC and trade in Canada should request this from their GDS helpdesk.

Historical flight or PNR data

 Travel agent requiring the past date information needs to contact the GDS.  For insurance purpose it can be requested via IB.com & Vueling.com under customer relations section.

HX segments

 Cancelled flights due to travel agent error cannot be re-instated.  Travel agent must re book from availability.  If the cancelled space is identified by ‘IB Trade Helpdesk’ as a system or IB error than they will endeavor to re-instate the seats and travel agent must re-issue original tickets to ensure these are received again by IB to avoid the space cancellation.  GN status code is NOT accepted for IB or IB*.

Infant / Child

 Infant who turns 2 before the end of the journey must pay as a child for the entire journey; this will also apply for any other carrier included on the 075 paper.  Adding an infant to a ticketed PNR – contact IB Trade Helpdesk for assistance: o Check that the adult fare allows infant discount and that the class would be the same as the adult. o Travel agent to add the infant to the name or associate with the adult depending on GDS. o Travel agent to issue both adult and infant tickets together; end & re-open the PNR. o As the adult ticket already exists travel agent should void the new adult ticket issued, this will leave the infant ticket in the PNR, end & re-open the PNR. o Travel agent to check the ticket is received by IB.

Name correction

 Passenger name must match passport. Tickets are non-transferable and therefore a complete name change is not acceptable (exception, for marriage and proof is required).  Policy applies only to bookings with IB, IB*BA/BA, IB*AA/AA (not IB5xxx – refer to Vueling section in this document).  PNR with OAL segments cannot be changed. Cancellation and rebooking is required.  If the ticket is issued or more than 3 characters need to be changed, then the travel agent must call for authority.  Travel agent will be asked to generate the correct spelling in a vendor remark with CHNT (change name to), avoiding any further name error.  Penalty fee applies.

Example:

 PNR name: 1.Buller/Sam Miss  Travel agent vendor remark: OSI IB CHNT Butler/Samantha accept PENF EUR30  Frequent Flyer passenger names cannot be update if validated by the system.

Name correction before ticket is issued

 Travel agent can make the name correction between 1- 3 characters, via their GDS, authority is not required.  If the system restricts the change, travel agent must contact ‘IB Trade Helpdesk’ for an authority to be entered in PNR and then their GDS Helpdesk will make the change once they see the airline approval. In the event of the booking class is still open, then it is suggested travel agent to start the booking from a start.  Name correction greater than 3 characters requires an authority from the IB Trade Helpdesk.  Travel agent must make the name correction in their GDS, if they receive a response ‘restricted’ they should then contact their GDS helpdesk to check the PNR for the airline authority and update the trade host PNR (exception Sabre see ‘Steps to follow’).

Name correction after ticket is issued

 A set fee will apply per name correction at time of re issue GBP30/EUR30/USD25 or EUR eqv.  The fee is collected via EMD-S. For those markets where EMD-S has not yet been launched, the fee is collected via Q charge and the FE must indicate NM CORR.  Audit checks are in place and failure to comply will result in an ADM to the value of the fee, even if the fee has already been collected.  An authority must be entered by the IB Trade Helpdesk.  The correction & the re-issue must be made by travel agent in their GDS, if they receive a response ‘restricted’ they should then contact their GDS helpdesk who will check for the airline authority and update the host PNR (exception Sabre see ‘Steps to follow’).

Sabre: Steps to follow

1. Travel agent to send vendor remark with request: OSI IB CHNT Butler/Samantha miss accept PENF EUR30 2. Authority with EMD: SSR OTHS ZZ- auth CHNT Butler/Samantha miss raise EMD PENF EUR30 conjunction tkne and emd 3. Authority with Q charge: SSR OTHS ZZ- auth CHNT butler/Samantha PENF Q EUR30 FE nm corr 4. Travel agent must make the name correction in their PNR or request assistance from the GDS helpdesk. 5. Travel agent to immediately call back ‘IB Trade Helpdesk’ to inform the host PNR has been updated. 6. ‘IB Trade Helpdesk’ to make the update in the IB PNR, so that all systems are in synchronised.

Offload

 Passenger who has already checked in for a flight and needs to make a change to their ticket will need to be offloaded from the check in manifest.  Travel agent must request the offload via a vendor remark OS IB - rqst offload pax nm/ flt/date  Once this request can be seen in the PNR the ‘IB Trade Helpdesk’ can action the request.

Paid seating

 Non Amadeus users must contact the ‘IB Trade Helpdesk’.

Refunds & exceptions

 Travel agent must process refunds via their GDS in accordance with the fare rule or in cases of disruption when guidelines have been issued.  Refunds due involuntary schedule time change or scheduled cancelled flight then via BSP (EU/CA) or ARC (US).

24 hour booking, cancellation & refund

 This special condition has been extended to travel agents in all markets where 075 have been issued.  A full refund will be given for those passengers who change their mind within 24hrs of booking.  This condition requires that all 4 steps take place within 24hrs: i.e. booking, ticketing, cancellation and refund.  Refund in these cases must be done by travel agent in their GDS.  If the cancellation is over a weekend, the passenger must contact the call centre to inform of the cancellation and avoid a no show. The refund is made by the travel agent on Monday and processed in BSP or ARC not their GDS.

Ticket re-issue & revalidation

 All re-issues to be handled by travel agent. IB Travel Helpdesk to assist with changed only in cases when travel agent ticket has been re-issued by IB and travel agent lost control over the ticket.  If the PNR is still in the agency control, then the travel agent must make the PNR changes.  Once the pax has commenced their journey and changes need to be made to a ticket which was re-issued by IB then the pax should contact the pax IB call centre or via their travel agent.

UMNR & YP

 UMNR & YP are accepted on flights operated by IB, IB8000 (YW), IB5000 (VY), IB3600-3999 (I2), BA4xx & BA5xx (x UK)  UMNR: 5 to 12 yrs. Please note there is a maximum limit per aircraft for ages 5- 8. The system to confirm or deny the request depending on numbers.  YP: 12 to 18 yrs.  No overnight connections allowed.  Travel agent must sell the flights with the UM indicator and age. SS1V1/UM08 will automatically create an SSR UMNR in the PNR.  The PNR must contain in OSI entries Name-Address-Tel of the guardian delivering and collecting the child at airports.  Service fee must be automatically added to the fare construction as a Q charge, otherwise the travel agent must add this charge manually.  Pricing in Amadeus FXP/RU08  UM’s cannot be seated by emergency exit.

UK routes - BA/IB

 Interline agreement is in place for LHRMAD route when sold onwards with IB to long haul destinations.  Book LHRMAD BA4xx or BA5xx and IB onwards. IB process and 075 plate applies.  No UMNR permitted within 48hrs.

Vueling

 Vueling product and flight inventory process different to IB.  All information can be found in ‘Iberiagencias.com’ or the ‘ggairibvueling’.

Key differences:

 One cabin.  Name correction not possible on any bookings containing IB5xxx flight. Whether the name correction or change (marriage certf) it must be a new PNR. If the same class is not availbale, a new ticket must be purchased and the original can be refunded less a fee the fee GBP25/EUR30/USD25 or EUR equiv. Helpdesk to allow for refund waiver.  Travel agent can refund via BSP. US/Canada travel agent should issue a VMPD for the fee and then process a full refund via, ensure the refund makes reference to the misc doc number to avoid ADM.  HX flights cancelled in error by agent cannot be re-instated. Travel agent must apply the fare rule and purchase a higher fare.  XBAG is paid at the airport.

Following services cannot be requested on IB5xxx and should be booked directly as a VY segment with Vueling: AVIH - live animals in hold BULK - oversized baggage in hold CBBG - oversized baggage in cabin BIKE - bicycles BSCT - cots STCR - strechers WCHC - wheelchair to seat.. WEAP - fire arms EXST - extra seat MEDA- medical cases, such as oxygen & incubators