REFERENCE GUIDE 2015 STAR ALLIANCE WELCOMES AVIANCA IN BRAZIL FOR EMPLOYEES OF STAR ALLIANCE MEMBER CARRIERS 18th Edition, July 2015 WELCOME WELCOME TO THE 2015 EDITION OF THE STAR ALLIANCE REFERENCE GUIDE This edition includes baggage, airport and frequent flyer information for our newest member, Avianca in Brazil. Its flights, operated under the Avianca logo and the O6 two-letter code, add new unique destinations in the fast-growing Brazilian market. The addition of Avianca in Brazil brings the Star Alliance membership to 28 airlines. This guide is designed to provide a user-friendly tool that gives quick access to the information needed to deliver a smoother travel experience to international travellers. Information changes regularly, so please continue to consult your airline’s publications and information systems for changes and updates, as well as for operational information and procedures. We welcome your feedback at
[email protected]. Thank you, Star Alliance Internal Communications 2 TABLE OF CONTENTS OVERVIEW AIRPORTS INFORMATION 68 Welcome 2 Priority Baggage Handling 69 Greetings from Avianca in Brazil 4 Free Checked Baggage Allowances 70 Vision / Mission 5 Special Checked Baggage 75 Facts & Figures 6 Carry-on Baggage Policy 133 Irregular Operations Handling 134 GENERAL INFORMATION 10 Interline E-Ticketing FAQ - Airports 139 Customer Benefits 11 Frequent Flyer Programmes 15 Reservation Call Centres 19 LOUNGE INFORMATION 141 Reservations Special Service Items 51 Lounge Access 142 Booking Class Alignment 53 Lounge Access Chart 148 Ticketing Procedures 60 Destinations with Lounges 151 Interline E-Ticket FAQ - Reservations 64 GDS Access Codes 67 MAJOR AIRPORT MAPS 173 World Time Zones 254 Star Alliance Services GmbH, Frankfurt Airport Centre, Main Lobby, D-60546 Frankfurt∕Main Vice-President, Director, Internal Editor Layout Photography Corporate Office Communication Garry Bridgewater, Rachel Niebergal, Ted Fahn, British Airports Authority Christian Klick Janet Northcote Sherana Productions Peridot Design Inc.