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IB Trade Guidelines (075

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IB Trade Guidelines (075 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.
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