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Oneworld Ticketing and Disruption Policy Document

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Oneworld Ticketing and Disruption Policy Document oneworld Ticketing and Disruption Policy Document Multilaterally agreed document to support the DRD Strictly confidential to oneworld member airlines Version 3 Updated June 23, 2016 oneworld Management Company (June 23, 2016 v3) Strictly private and confidential to oneworld member airlines Page 1 Contents: Part A: General 1. Document updates………………………………………………………………… Page 3 2. Introduction and overview………………………………………………………… Page 3 3. oneworld customer proposition………………………………………………….. Page 4 4. Definition of a oneworld flight……………………………………………………. Page 4 5. oneworld member affiliate carriers……………………………………………… Page 5 Part B: oneworld ticketing policy and procedures 1. Ticket issuance……………………………………………………………………. Page 8 2. Endorsement Waiver Agreement (EWA) ……………………………………… Page 9 3. oneworld Help Desks (oWL)…………………………………………………….. Page 9 4. Forms of payment………………………………………………………………… Page 9 5. oneworld Fare Products…………………………………………………………. Page 9 6. Locally paid service fees…………………………………………………………. Page10 7. Flight Interruption Manifests (FIMS)…………………………………………….. Page11 8. Voluntary re-routing………………………………………………………………. Page12 9. Voluntary ticket reissue for non-published fares…………………………….. Page13 10. Involuntary re-routing……………………………………………………………… Page13 11. eticket coupon status updates…………………………………………………… Page13 12. Ticket refunds……………………………………………………………………… Page14 13. Miscellaneous Charges and Paper Documents (MCOs, MPDs)…………….. Page14 14. EMDs (electronic miscellaneous documents)………………………………….. Page14 15. Non-published fares (private fares)……………………………………………… Page15 Part C: Customer Disruption Debrief 1. Introduction and overview………………………………………………………… Page17 2. oneworld top tier frequent flyers in times of disruption………………………… Page18 3. Operational notifications………………………………………………………….. Page19 4. Ticket upgrades……………………………………………………………………. Page19 5. Separate tickets……………………………………………………………………. Page20 6. Re-routing the customer – a. Protocol……………………………………………………………………… Page21 b. Booking timeline……………………………………………………………. Page21 7. Special Passenger Handling…………………………………………………….. Page22 8. Groups……………………………………………………………………………… Page22 9. Local airport communication……………………………………………………… Page23 10. Global Support centres (GSCs)………………………………………………….. Page23 11. Airport operational requests………………………………………………………. Page23 12. Revenue Management requests…………………………………………………. Page23 Part D: Other reference resources: 1. Delivery Requirements Document (DRD)……………………………………….. Page24 2. Baggage Policy and Procedures document…………………………………….. Page24 3. Master Carrier Document (MCD)…………………………………………………… Page24 oneworld Management Company (June 23, 2016 v3) Strictly private and confidential to oneworld member airlines Page 2 Part A: General 1. Document updates Changes to this document can be made through the oneworld Management Company (oMC) as follows: - The responsible Contact Group (eg. oneworld Help Desk) to discuss the change and assess the impact across all alliance members - If agreed, the change to be circulated for final approval by the Contact Group prior to implementation - The document to be amended with the update/change and the revision table (below) adjusted - Members to communicate the change to the relevant internal stakeholders - oMC to brief the relevant Delivery Teams Table 1: Revisions Last Date Changes Pages/ Version Updated Section June 2016 Merged oneworld Ticketing Policy Document with All V1 Disruption Policy Document June 22, 2016 Part B: oneworld Ticketing Policy and Procedures; V2 1. Issuance b. Cabotage restrictions between US Territories (GUAM) and USA Removed reference to JO, route is operated by JL June 22, 2016 Part B: oneworld Ticketing Policy and Procedures; V2 3. oneworld Help Desk (oWL) Updated - JL oWL does not have access to S7 PNRs. June 23, 2016 Part B: oneworld Ticketing Policy and Procedures V3 14. Electronic Miscellaneous Documents (EMD) Updated EMD implementation due date - 01 June 2016 2. Introduction and overview This document supports information found in oneworld’s Delivery Requirements Document (DRD). It outlines policy and procedures in regards to disruption handling and ticketing when two or more oneworld members are involved. Customer feedback and market research highlights the need for robust processes to look after the customer ‘when things go wrong’. Implementing alliance wide processes will ensure the customer receives support, consistently, as they travel across oneworld’s members. oneworld Management Company (June 23, 2016 v3) Strictly private and confidential to oneworld member airlines Page 3 Each member should identify their internal stakeholders who require access to this document; processes should be put in place to communicate and manage the most up to date version in the field. Additional information on each member’s policy and procedures can be found in the Master Carrier Document (MCD), found in eworld or on the airlines intranet site. 3. oneworld’s customer proposition ‘Section D – Customer Experience’ of the DRD outlines the service delivery requirements each oneworld member must deliver. It includes information relating to staff training and communication, systems and processes. At the core of the alliance is providing a seamless experience between oneworld members, this can be facilitated in many ways; the DRD reflects this in the following terms: Section D – Customer Experience: Global travel support & ease: Staff from all member airlines are always there to help; on the ground, in the air, wherever our customer’s journey takes them. At every stage of the journey, customers should feel that they are valued customers of the oneworld alliance. All oneworld customers should be treated the same regardless of which airline they are travelling on with their queries answered at the first point of contact. Although all customers are important, additional servicing elements have been documented to ensure oneworld’s top tier frequent flyers (Emerald, Sapphire and Ruby tier members) are recognised for their loyalty (refer to Section B- Frequent Flyers in the DRD and the Disruption section in this document). 4. Definition of a oneworld flight A oneworld flight is defined as multi or single carrier flights operated AND marketed by oneworld carriers or oneworld affiliates. Flights operated or marketed by non-oneworld carriers are not considered oneworld flights. Customers are only eligible for oneworld benefits on oneworld flights. Example Journey Servicing 1. LHR- (BA)- JFK- (AA)-LAX- (QF)- This journey is a combination of oneworld flights SYD between BA and QF. oneworld benefits apply to the full journey and customer would receive full ticket service benefits (if ticketed in a single booking/PNR). oneworld Management Company (June 23, 2016 v3) Strictly private and confidential to oneworld member airlines Page 4 2. HEL- (AY) – HKG - (CX) - BKK- This journey is a combination of oneworld and (TG) - HKT non-oneworld flights between AY, CX and TG. Service benefits only apply to the oneworld flights (AY & CX) in this journey. 5. oneworld member affiliate carriers The following table shows the carriers which operate on behalf of the member, and are considered to be the same as the member carrier in references to “operating” carrier. MAIN MAIN MEMBERS (Full Legal AIRLINE AFFILIATES MEMBERS Name) (Full Legal Name) Announced on July 26, 2010; Implementation Date: March 20, 2012 Air Berlin Air Berlin PLC & Luftverkehrs NIKI Luftfahrt GmbH KG Belair Airlines AG TUIfly GmbH Luftfahrtgesellschaft Walter GmbH (LGW) Announced on September 21, 1998; Implementation Date: February 1, 1999 American American Airlines, Inc. Envoy Air, Inc. Airlines SkyWest Airlines ExpressJet Republic Airlines Inc. Mesa Airlines Air Wisconsin Airlines TransStates Airlines PSA Airlines Piedmont Airlines Compass Airlines Announced on September 21, 1998; Implementation Date: February 1, 1999 British British Airways Plc SUN-AIR of Scandinavia A/S Airways Comair (Proprietary) Limited BA Cityflyer Ltd OpenSkies SASU British Airways (BA) Limited Announced on September 21, 1998; Implementation Date: February 1, 1999 Cathay Cathay Pacific Airways Ltd Hong Kong Dragon Airlines Limited Pacific Airways oneworld Management Company (June 23, 2016 v3) Strictly private and confidential to oneworld member airlines Page 5 MAIN MAIN MEMBERS (Full Legal AIRLINE AFFILIATES MEMBERS Name) (Full Legal Name) Announced on December 9, 1998; Implementation Date: September 1, 1999 Finnair Finnair Oyj Nordic Regional Airlines Announced on February 2, 1999; Implementation Date: September 1, 1999 Iberia Iberia Líneas Aéreas de Air Nostrum Líneas Aéreas del España S.A. Operadora Mediterraneo, S.A. Compañía Operadora de Corto y Medio Radio Iberia Express, S.A. Announced on June 4, 2006; Implementation Date: April 1, 2007 Japan Japan Airlines Co. Ltd. Japan Transocean Air Co. Ltd. Airlines J-Air Co. Ltd. Announced on May 14, 1999; Implementation Date: June 1, 2000 LAN LATAM Airlines Group, S.A. LanPeru, S.A. Airlines Transporte Aéreo S.A. (LanExpress) Aerolane, Líneas Aéreas Nacionales de Ecuador S.A. (LanEcuador) LanArgentina, S.A. Aerovias de Integracion Regional - Aires S.A. TAM Linhas Aéreas S.A. Announced on June 6, 2011; Implementation Date: February 1, 2013 Malaysia Malaysian Airline System None Airlines Berhad Announced on April 9, 2008; Implementation Date: November 10, 2009 Mexicana Compañía Mexicana de Aerovías Caribe, S.A. de C.V. Airlines Aviación, S.A. de C.V. Mexicana Inter, S.A. de C.V. Announced on September 21, 1998; Implementation Date: February 1, 1999
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