Oneworld Baggage Policy & Procedures Document

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oneworld Baggage Policy & Procedures Document Multilaterally agreed document to support the DRD

Strictly confidential to oneworld member airlines

Version 17.0 Updated June 01, 2016

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Index Update table 3 1.0 oneworld Baggage Policy 5 1.1 Definition of oneworld itinerary (includes separate ticket check-in requirement) 5 1.2 oneworld affiliates 7 2.0 Checked Baggage 9 2.1 Baggage Policies 9 2.2 Piece Policy Delivery 10 2.3 Checked Baggage Piece Allowance Policies 10 2.4 Infant Checked Baggage Piece Allowance Policies 10 2.5 Weight Policy Delivery 10 2.6 Checked Baggage Weight Allowance Policies 10 2.7 Infant Checked Baggage Weight Allowance Policies 10 2.8 Maximum Allowable Baggage Weights 10 2.9 Heavy Bag Policy 10 3.0 oneworld Baggage Delivery Standard 11 4.0 Carry-on Baggage 11 4.1 Delivery 11 4.2 Carry-on Baggage Allowance 11 5.0 Mobility Aids 12 5.1 Delivery 12 6.0 Transfer Baggage 12 6.1 Delivery 12 7.0 Pets as Baggage 13 7.1 Delivery 13 7.2 Pets as Baggage Policies 13 8.0 Excess Baggage 14 8.1 Delivery 14 8.2 Disruption 16 8.3 Sporting Equipment Allowances and Policies 16 9.0 Frequent Flyer Benefits 16 9.1 Delivery 17 10.0 Priority Baggage Delivery 18 10.1 Delivery 18 10.2 Priority Baggage Delivery Policy by Carrier 18 11.0 Mishandled/Missing Baggage 19 11.1 Time Limits – PIR’s & Claims (Checked Baggage) 19 11.2 Litigation Claims 19 11.3 Delivery 19 12.0 Baggage Tracing 20 12.1 AHL/DPR File Creation 21 12.2 Best Practice 21 12.3 Emergency/Interim Expenses 21 13.0 Claims (Delay, Loss, Damage or Pilferage) 22 13.1 Communication 23 13.2 Handling each other’s claims 23 14.0 Baggage Scenarios 23 14.1 Baggage charges on an interline journey 23 14.2 Baggage charges and involuntary reroute 24 14.3 Separate Ticket check-in scenarios – member obligations 24 Appendix 1 -- LZ Contact and Claim Department Details 26 Appendix 2 – IATA Resolution 302 29 Appendix 3 – US DoT Regulations 30 Appendix 4 – Canadian Transportation Agency (CTA) ruling 31 2

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Update table

Description Carrier Date /// Changes made pre-2015 removed /// Addition of interim ’charge and keep’ process for excess oMC 16 Jan 2015 baggage payment handling Revision to Section 3.0, oneworld Baggage Delivery oMC 01 Aug 2015 Standard, Section 10.0, Priority Baggage Delivery and Appendix 2, IATA Resolution 302. Revison to: oMC 01 June 2016  Section 1.0 oneworld Baggage Policy, 1.1, oneworld V16 itinerary, Updated definition and added separate ticket in a single PNR details – per DRD requirement  Section 1.0 oneworld Baggage Policy, 1.2, oneworld member affiliate carriers Added a list of affiliates as reference  Section 4.0 Carry-on baggage, 14.2 Carry-on baggage allowance Merged First & Business Class, Economy Class and Infant carry-on baggage allowance policies into one section  Section 6.0 Transfer Baggage, Updated separate ticket/single PNR policy – per DRD requirement  Section 14.0 Baggage Scenarios, 14.3 member obligations Added scenarios that describe member obligations from a servicing and cost perspective. Removed definition of a through-checked flights as it was added in Section 1.0 oneworld Baggage Policy, 1.1 oneworld itinerary  Section 14.0 Baggage Scenarios, 14.4 Seperate ticket - what constitutes a oneworld itinerary Added verbiage to Section 1.0 oneworld Baggage Policy, 1.1 oneworld itinerary  Appendix 1 - LZ Contact and Claims Department details Removed US Airways contact details (now AA) Revision to: oMC 01 June 2016  Section 2.0 Checked Baggage, 2.2 Piece Policy Delivery V17 Added Canadian Transportation Agency (CTA) rule reference  Section 2.0 Checked Baggage, 2.5 Weight Policy Delivery Changed wording from Piece to Weight  Section 2.0 Checked Baggage, 2.6 Checked Baggage Weight Allowance Policies Changed wording from Piece to Weight  Section 2.0 Checked Baggage, 2.7 Infant Checked Baggage Weight Allowance Policies Changed wording from Piece to Weight Added Appendix 4 to reference the Canadian Transportation

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Agency (CTA) rules

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 1.0 oneworld Baggage Policy

The following baggage policy information will assist all staff from oneworld member airlines to help customers travelling on a oneworld itinerary. The oneworld baggage policy will develop from this basic policy.

1.1 Definition of a oneworld Itinerary (includes separate ticket check-in requirement)

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).

2. HEL- (AY) – HKG - (CX) - BKK- (TG) This journey is a combination of oneworld and - HKT non-oneworld flights between AY, CX and TG. Service benefits only apply to the oneworld flights (AY & CX) in this journey.

oneworld members have agreed to offer through check-in services for those customers who hold separate tickets in the same PNR/booking. The DRD requirement states:

‘’oneworld members will provide through services for a oneworld journey ticketed in a single PNR; this includes segments ticketed separately but booked in the same PNR (and/or referenced in a single PNR during the time of booking)’’

Through services are defined as the customer and their baggage being through checked to their final destination. Customers that are through checked should also be looked after in times of disruption in line with IATA Resolution 735d and oneworld requirements outlined in the Ticketing and Disruption Document.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Refer to examples below:

Disruptions Through check-in (obligations under (includes BPs, Interline baggage IATA Resolution Scenario baggage to final (baggage only to 735d and oneworld destination and final destination) Ticketing and regulatory checks) Disruptions Document) a. Single ticket number for interline journey, in a single PNR/ Covered as part of booking; eg:  through check-in  - FCO x/LHR WAS - tkt nbr xxxxx123 obligation - Single PNR AB12CD b. Two tickets for interline journey (ie, segments ticketed separately) Covered as part of in a single PNR/ booking, eg: (Note 1) through check-in (Note 2) - FCO-LHR – tkt nbr xxxxx123 obligation - LHR-WAS - tkt nbr xxxxx124 - Single PNR AB12CD c. Two tickets for the journey in two different PNRs/ bookings, eg: - FCO-LHR – tkt nbr xxxxx123    - LHR-WAS – tkt nbr xxxxx124 - Two separate PNRs AB12CD and EF34GH

1. Baggage allowances and any additional excess baggage charges should be calculated at original point of origin (as per member policy and industry guidelines). Excess charges should not be collected at the mid-point. 2. IATA Resolution 735d details disruption handling guidelines for all IATA members; it follows requirements for ticketed journeys that include a stopover/transfer. Where there are separate tickets in a single booking, 735d does not apply unless bilaterally agreed. For oneworld members, this has been agreed multi-laterally with the DRD change. The revised change does not apply to schedule changes outside of check-in/airport control.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 1.2 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

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 Mediterraneo, España S.A. Operadora S.A. 7

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17

MAIN MAIN MEMBERS (Full Legal AIRLINE AFFILIATES MEMBERS Name) (Full Legal Name) 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 Qantas Qantas Airways Limited Airlink Pty Limited Airways Sunstate Airlines (Qld) Pty Limited Eastern Australia Airlines Pty Limited National Jet Systems Pty Limited Jetconnect Limited

Announced on October 8, 2012; Implementation Date: October 30, 2013 Qatar Qatar Airways, Q.C.S.C. None Airways

Announced on October 17, 2005; Implementation Date: April 1, 2007 Royal ALIA – The Royal Jordanian None Jordanian Airline Plc Airlines

Announced on May 15, 2009; Implementation Date: November 15, 2010 8

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17

MAIN MAIN MEMBERS (Full Legal AIRLINE AFFILIATES MEMBERS Name) (Full Legal Name) S7 Airlines JSC Siberia Airlines Globus LLC

Announced on June 12, 2012; Implementation Date: May 1, 2014 SriLankan SriLankan Airlines Ltd. None Airlines

* If any oneworld carrier operates a flight outside of a scheduled service (i.e.-charter), they will not be included in this agreement.

2.0 Checked Baggage

2.1 Baggage Policies

The following table lists which carriers operate the piece policy and which carriers operate the weight policy (or both if applicable):

Baggage Policy Carrier Piece Weight AA/US All destinations AB All destinations AY All destinations BA All destinations The Americas and point-to-point (non- CX stop) flights between Hong Kong and All destinations, except… New Zealand IB All destinations JL All destinations JJ All other destinations South & Central America Domestic flights: Argentina, Chile (includes Easter Island), Colombia, Ecuador & Peru To/From: - South America to Tahiti/Europe LA All destinations, except… Between: - Australia and New Zealand - Spain and Germany - Brazil and South America & the Caribbean MH All destinations QF The Americas All destinations, except… QR The Americas All destinations, except… RJ All destinations S7 All destinations UL North America and Asia Pacific All other destinations

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17

2.2 Piece Policy Delivery:

All oneworld baggage policies relating to interline travel will be delivered in compliance with IATA Resolution 302, and where applicable, the exceptions to Resolution 302 as laid down in the U.S. DoT ruling, Order 2009-9-20 <05OCT09>, 14CFR (Code of Federal Regulations) 399.87 and CTA (Canadian Transportation Agency ruling , order 2014-A-158 (01APR15) (refer to Appendix 2,3 and 4)

2.3 Checked Baggage Piece Allowance Policies:

For information on carriers baggage piece allowance policies, please refer to the MCD, or individual carriers’ websites.

2.4 Infant Checked Baggage Piece Allowance Policies:

For information on carriers infant baggage piece allowance policies, please refer to the MCD, or individual carriers’ websites.

2.5 Weight Policy Delivery:

2.6 Checked Baggage Weight Allowance Policies:

For information on carriers baggage weight allowances, please refer to the MCD, or individual carriers’ websites.

2.7 Infant Checked Baggage Weight Allowance Policies:

For information on carriers infant baggage weight allowances, please refer to the MCD, or individual carriers’ websites.

2.8 Maximum Allowable Baggage Weights:

For information on carriers maximum allowable baggage weights, please refer to the MCD, or individual carriers’ websites.

2.9 Heavy Bag Policy:

For information on carriers heavy bag policies, please refer to the MCD, or individual carriers’ websites.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 3.0 oneworld Baggage Delivery Standard oneworld members shall bilaterally establish baggage delivery SLA’s with their baggage service providers at all airports. Minimum time for First, Business Class and Priority Bags and maximum time for last bag should be agreed, monitored and audited regularly. These timings will vary, depending on the facilities and infrastructure available at each airport. Even where airport facility and infrastructure limitations severely impact the ability to meet the bilaterally agreed SLA times, First Class, Business Class and Priority Bags should always be delivered to the baggage hall in advance of all other bags.

4.0 Carry-On Baggage

The oneworld member airline will advise customers of the most restrictive piece and weight for their oneworld itinerary at time of booking or check-in.

Customers are encouraged to check any carry-on baggage that may exceed the most restrictive allowance to avoid inconvenience en-route.

For information on carriers carry-on baggage allowances, please refer to the MCD, or individual carriers’ websites.

Note: Customers should be advised that due to restrictive stowage space on many small aircraft (under 100 seats), carry-on baggage might be required to be stowed in the hold for that service.

4.1 Delivery:

Each oneworld member offers a different allowance due to different levels of competition in their home markets and different operating restrictions. oneworld customers should not be disadvantaged due these differences but should be made aware of the differences to assist their travel experience;

4.2 Carry-on Baggage Allowance:

For information on carriers First & Business Class, Economy Class and Infant carry-on baggage allowances, please refer to the MCD, or individual carriers’ websites.

Note: Wherever possible, the customer should be advised of the most restrictive allowance on their oneworld itinerary and encouraged to check their excess carry-on baggage to avoid the inconvenience of having it taken from them and checked during their travel. Whenever possible, passengers who offer to check carry-on baggage with a linear dimension no greater than 115cm (45ins) which is in excess of the most restrictive allowance on the customers oneworld itinerary, should not be penalised with excess baggage charges for such pieces.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 5.0 Mobility Aids

Customers who need assistance from their mobility aid (includes wheelchairs, baby buggies etc.) will be allowed to carry these items free of charge. Note: Large or heavy items (e.g. wheelchairs) may need to be carried as checked baggage. Customers should be advised of these requirements at time of booking.

5.1 Delivery:

All oneworld members offer free carriage of mobility aids, and it is important that these items are readily available to the passenger aircraft-side at their destination when accepted as checked baggage. If the mobility aid cannot be returned to the customer as they leave the aircraft, alternative assistance must be offered until their aid is returned to them (especially wheelchairs and baby buggies)

6.0 Transfer Baggage

Customers travelling on a oneworld journey, that has been ticketed and booked in a single PNR/booking, will have their bags through checked to the final destination.

MCTs at the transfer point should always be observed.

Customers should be advised that where a transfer to another oneworld service is required which is in excess of 12 hours, baggage may have to be collected on arrival and re-checked with the outbound carrier, due to local customs or security regulations.

For transfers to the next oneworld service, which are over 12 hours, storage arrangements should be confirmed with a oneworld member before travelling.

Note: For any oneworld codeshare/interline journey involving a connection to Jetstar (JQ) domestic QF Australia service or Vueling , the bags should only be tagged as far as the international gateway1. They may not be interlined onto the domestic JQ or IB5000 flight.

Note: Baggage must not be interlined &/or through checked for transfer from international to domestic flights via Russia. All customers must claim their bags and recheck the bags for the domestic Russia flight. Baggage can be checked in 23 hours prior to departure at DME.

6.1 Delivery:

Information about maximum dwell times between oneworld services should be readily available to reservations and check-in staff, to ensure customers are not inconvenienced and their baggage is secured between connecting services.

1 Some oneworld member’s systems may not be able to differentiate between a JQ flight and a QF flight as the JQ flights are marketed as QF. In this case a bag tag will be produced to the final destination and QF will manage manually at the gateway 12

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 7.0 Pets as Baggage

Some oneworld members accept pets as baggage (dogs and cats only on most services). AA, AB, AY, IB, RJ and S7 allow some small pets and Service Dogs (seeing eye and hearing dogs) to travel in the passenger cabin. Only Service dogs may travel in the cabin on BA, CX, JL, LA, and QF services under special circumstances.

A charge (IATA Excess Baggage Rule) is made for the pet and its container. oneworld members are unable to through check pets as baggage to other oneworld carriers without prior agreement between the carriers.

Customers should contact a oneworld reservations office before travelling with a pet on a oneworld itinerary to confirm the booking for their pet for their itinerary.

7.1 Delivery:

Current practice continues for all oneworld members. Information about acceptance of pets as baggage, embargoes, carriage procedures and reservations contacts for booking pets as baggage on all oneworld members should be readily available to telephone sales and check-in agents to ensure customers are not inconvenienced and their pets are cared for during their travel experience on oneworld services.

7.2 Pets as Baggage Policies:

For information on carriers pets as baggage policies, please refer to the MCD, or individual carriers’ websites.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 8.0 Excess Baggage

If customers have excess baggage, the applicable fees to final destination will be collected at the point of origin and calculated using agreed methods relevant to the journey as indicated in published tariffs. Until all carriers have implemented fully paperless handling, collection and recharge methods for excess baggage fees will differ, based on each carriers EMD implementation status.

From 01st March 2015, in the absence of interline EMD capability, all carriers have agreed to implement an interim ‘charge and keep’ solution for excess baggage fee handling on all itineraries involving BA sectors. All other alliance interline journeys will be handled as per current processes. The interim solution and current paper processes will remain in place until all carriers have implemented interline EMD capability or the 01st April 2016 IATA deadline for completely paperless handling, whichever is sooner. (For detail on actual processes, see section 8.1 below)

Where interline EMD is not available and paper excess baggage coupons are issued, these will be attached to the boarding pass as per each carriers current processes.

Where a customer has been under-charged or not charged at all, for excess baggage on a oneworld interline itinerary due to a mistake or omission by staff at the point of origin, that customer will not subsequently be charged at their connection point. (This policy is only applicable to connecting flights on the same day where the customer has been through-checked to their final destination and does not apply when a customer has a stopover (a connection in excess of 24 hours) and is required to check in again for the onward portion. In this instance, the check-in at the connection point will be treated as point of origin, and applicable excess charges to destination should be charged)

Carriers do not have the authority to waive excess baggage charges for an onward sector on behalf of another carrier, without the prior agreement of that carrier.

8.1 Delivery:

Where a customer checks in baggage on an alliance interline journey and an excess baggage fee is payable, members will handle the payment collection in one of the following ways:

Process 1 – Full interline EMD capability (standard proration/recharge process) Where individual carrier pairs have implemented interline EMD, excess baggage fees will be calculated, collected, prorated and settled through standard agreed EMD processes.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17

Process 2 – ‘Charge and Keep’ on itineraries including BA sectors: Method 1 Where interline EMD capability has not been implemented, but the fee collecting carrier has ‘Interline Lite’ capability, the following process will be followed:  ‘Interline Lite’ enabled carrier issues EMD-A coupon for each sector in the checked journey.  Customer is given a receipt for payment (detailing document #)  Customer presents receipt to onward carrier at transfer point  Receipt is accepted as proof of payment by onward carrier for the additional baggage.  Onward carrier follows own process as required – e.g. edit doc# into DCS  Receipt handed back to customer.  No proration or recharge of the collected fee will take place.

Process 3 – ‘Charge and Keep’ on itineraries including BA sectors: Method 2 Where interline EMD capability has not been implemented, and the fee collecting carrier does not have ‘Interline Lite’ capability, the following process will be followed:  Carrier collects payment and issues document as per current process i.e. paper EBT/EMD-S  Customer is given either coupon and receipt or receipt only (detailing document #)  Customer presents receipt and/or coupon to onward carrier at transfer point  Receipt and/or coupon is accepted as proof of payment by onward carrier for the additional baggage.  Onward carrier follows own process as required – e.g. edit doc# into DCS  Receipt and/or coupon handed back to customer.  No proration or recharge of the collected fee will take place.

Process 4 – Non-iEMD Enabled Carrier Pairs (does not include itineraries involving BA sectors) Carriers to follow current processes:  Carrier collects payment and issues document as per current process i.e. paper EBT/EMD-S  Customer is given coupon and receipt (detailing document #)  Customer presents receipt and coupon to onward carrier at transfer point  Receipt and/or coupon is accepted as proof of payment by onward carrier for the additional baggage.  Onward carrier uplifts the coupon and follows own process as required  Receipt is handed back to customer.  Proration and recharge of the collected fee will take place through existing Revenue Accounting procedures.

During the interim period, carriers may move from Processes 2, 3 & 4 to Process 1 at any time, as and when interline EMD capability is initiated. This will be managed on a bi-lateral basis between individual carrier pairs.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17

Example table: Originating Connecting Coupon and/ Proration Examples Carrier Carrier or Receipt to and customer recharge Process 1 Interline EMD Interline EMD Receipt only Yes LHR - BA - xHEL - AY - NRT enabled enabled Process 2 ‘Interline Lite’ No interline Receipt only No LHR - BA - xHKG - CX - PUS enabled (BA) EMD capability Process 3 No interline BA Coupon and/ No NRT - JL - xFRA - BA - LHR EMD capability or receipt* Process 4 No interline No interline Coupon and Yes KUL - MH - xSYD - LA - SCL EMD capability EMD capability receipt * Originating carrier may choose to hand coupon and receipt to the customer in order to limit airport processes, however the customer will not be required to hand the coupon to BA staff at the transfer point.

8.2 Disruption:

Where a customer who has paid an excess baggage fee on their original itinerary to the forwarding carrier is subsequently disrupted, as per the policy in 8.0 above, that customer will not be charged any additional excess baggage fees by the new receiving carrier. (See also IATA Resolution 735d)

Proration and recharge will take place based on each carrier’s EMD and revenue accounting capabilities.

8.3 Sporting Equipment Allowances and Policies:

oneworld members charge for items of baggage that exceed the free allowance in accordance with IATA Baggage Rules. There are special allowances, procedures and charges for some items of sports equipment and musical instruments. Customers should be advised to contact a oneworld member before travelling with such items.

For information on carriers sporting equipment allowances and policies, please refer to the MCD, or individual carriers’ websites.

9.0 Frequent Flyer Benefits

oneworld members will offer all oneworld Emerald status customers one additional bag (where the piece concept applies) or an additional 20kgs (where the weight concept applies) over and above the ticketed cabin allowance. oneworld members will offer all oneworld Sapphire status customers one additional bag (where the piece concept applies) where the ticketed cabin allowance is 0 or 1 piece or an additional 15kgs (where the weight concept applies) over and above the ticketed economy cabin allowance. oneworld Ruby status customers may also take advantage of Frequent Flyer additional baggage allowances on some oneworld members, however, these additional allowances will only be available when travelling on an aircraft of the oneworld member offering this benefit. 16

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 9.1 Delivery: Each oneworld member will continue to offer additional baggage allowances to their frequent flyers on their own services, however in addition to this:

Emerald status customers All oneworld Emerald status customers will be offered either one additional bag (weight dependent on the ticketed cabin allowance*), or an additional 20kgs, above the ticketed cabin allowance, dependent on whether the piece concept or the weight concept is applied. * If the ticketed cabin allowance is 2@23kgs, the Emerald customer will receive an additional bag at 23kgs; if the ticketed cabin allowance is 3@32kgs, the Emerald customer will receive an additional bag at 32kgs.

Sapphire status customers All oneworld Sapphire status customers will be offered the following additional baggage allowance:  On international or domestic itineraries using the baggage allowance weight system - 15kgs in addition to the ticketed Economy allowance.  On international itineraries (including domestic sectors flown as part of international itineraries) using the baggage allowance piece system – a second bag, weighing up to 23kgs, when the ticketed allowance is one bag.  On purely domestic itineraries with flights using the baggage allowance piece system – the assurance of at least one piece of checked baggage, weighing up to 23kgs, even when the regular ticketed allowance has no free allowance. oneworld Ruby status customers should be advised that any additional allowance they receive on their home carrier may not be honoured by other oneworld members.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 10.0 Priority Baggage Delivery oneworld members will provide reciprocal priority baggage handling for all oneworld Emerald and Sapphire customers when travelling in any cabin on an eligible oneworld flight or itinerary. British Airways is currently exempted from this requirement.

On a oneworld itinerary, oneworld members will tag customer’s baggage for priority delivery, using the oneworld priority baggage tag, as per the table below:

Check-in Process oneworld priority oneworld logo on oneworld logo on baggage tag priority baggage baggage tag tag Conventional airport Yes Yes No check-in Airport kiosk check-in, Yes Yes No conventional bag drop Airport kiosk check-in, Yes Yes No kiosk printed bag tag, conventional bag drop Airport kiosk check-in, No N/A No kiosk printed bag tag, (The word Priority should automated bag drop be clearly printed on the thermal baggage tag) Home Print Bag Tag, Yes Yes Yes conventional bag drop Home Print Bag Tag, No N/A Yes automated bag drop (The word Priority should be clearly printed on the baggage tag)

(For detailed information on the oneworld Priority Baggage Tag, refer to the oneworld Co- Branded Priority Baggage Tag Template Guidelines, V1e 1st March 2010)

10.1 Delivery: oneworld Emerald and Sapphire status customers will have their baggage tagged for priority delivery when travelling in any cabin on an eligible oneworld flight or itinerary and this baggage will be delivered to the arrivals hall in advance of all non-priority baggage, based on the standards mentioned in Section 3.0, oneworld Baggage Delivery Standard. oneworld Ruby status customers should be advised that any priority baggage handling they receive on their home carrier may not be honoured by other oneworld members.

10.2 Priority Baggage Delivery Policy by Carrier:

For information on carriers priority baggage delivery policies, please refer to the MCD, or individual carriers’ websites.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 11.0 Mishandled / Missing Baggage

Customers travelling on a oneworld itinerary whose baggage may be delayed or damaged, may advise a baggage services representative of any oneworld member immediately. A mishandled / missing baggage file will be opened and may subsequently be updated by an airport representative of any oneworld member worldwide.

Claims for mishandled / missing baggage may be made in writing to any oneworld member within the statutory period (7 days after travel for damaged baggage and 21 days from the date of which the passenger made available for delayed baggage).

11.1 Time Limits – PIRs & Claims (Checked Baggage):

For information on carriers time limits for PIR’s & Claims, please refer to the MCD, or individual carriers’ websites.

11.2 Litigation Claims:

In the event that a claim is received by a non-participating carrier and results in litigation, the receiving oneworld Member will acknowledge to the customer that the correspondence has been received and forwarded to the operating carrier (the carrier that has raised the WorldTracer file).

11.3 Delivery:

Any oneworld member may handle a mishandled / missing baggage complaint from any oneworld customer travelling on a oneworld itinerary; this simply means that a representative from any oneworld member will have the ability to create a Mishandled (AHL), or Damage/Pilfered (DPR) file on behalf of any oneworld customer.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 12.0 Baggage Tracing

 oneworld carriers will have access to / or a system linked to SITA WorldTracer.  oneworld carriers will be able to access each other’s files. This is achieved in WorldTracer using DPC access.  Any system linked to WorldTracer must transpose files to WorldTracer within 24 hours after creation  To help with tracing activities, all on-hand baggage is to be added into WorldTracer within the same day that the bag arrived

12.1 AHL/ DPR File Creation:

 oneworld staff may create an AHL or DPR file for any oneworld carrier. Special software enhancements within WorldTracer will allow this to occur (DPC access).

 When creating the AHL or DPR file, the operating carrier will be the file reference in the header and the oneworld carrier creating the file will be reflected by use of the -PC- (partner code) element in the AHL or DPR mask.

 To ensure accurate input the -PC- element will become a mandatory element in all users unique mask. As this will impact on files that are only carrier specific, the PC element in these files should be completed with - N- for none (e.g. a LHRBA file which only involves a BA customer, will reflect the -PC- code as -N-).

Codeshare Handling agent of oneworld passenger passenger oneworld carrier WT File reference Station/operating Station/handled Station/ operating carrier airline carrier PC Element Marketing carrier N or Handled airline oneworld carrier code creating file

 The operating carrier will be identified on the baggage tag, however this should be clarified verbally with the customer. If the baggage flights and dates differ from the customer’s itinerary, this should be reflected in the -BR-element as per current procedures.

 When the AHL file is created on behalf of a oneworld carrier, the creating carrier will not receive the WorldTracer matches and system prompts. These will all be placed on the action file of the station and airline for that you are acting on behalf of (e.g. a customer goes to BA in LHR and he has just arrived on CX. BA will create a LHRCX file and CX in LHR will then receive the file prompts. Cathay Pacific will then action and trace the bag.  Once an AHL / DPR file has been created on behalf of a oneworld carrier, the customer should be advised:

o “Mr Smith, your file reference number is XXX (station and carrier whom file was created for). We will now pass this information on YYY (carrier concerned) for further action. We can however continue to provide updates, should you wish to contact us, here is our telephone contact” etc. 20

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 12.2 Best Practice:

 Handling agents need to be informed of the oneworld process and offered advice on where to direct the passengers if they are unable to help (e.g. passenger who has made a report to QF asks a handling agent representing BA or CX at a non QF station for assistance, the handling agent should direct the passenger to either a BA or CX airport office where the staff should be able to open a QF WorldTracer file)  UK Data Protection legislation requires that passengers must be informed that personal details may be communicated to partner carriers to assist with baggage tracing and claim settlement. If a carrier’s Conditions of Carriage does not include IATA PSC, RP1724 Article 6.3, please use the following printed statement on PIR - ‘The passenger recognises that personal data has been given to British Airways for the purposes of tracing delayed baggage and settlement of claims for damaged baggage. For these purposes the Passenger authorises British Airways to retain such data and to transmit it to its own offices, other carriers or the providers of ancillary services, in whatever country they may be located.’

12.3 Emergency/Interim Expenses:

 To decide the level of emergency/interim expenses to be paid, if you are already handling the oneworld carrier, current procedures will apply. If you are not the handling agent for the oneworld carrier, apply the local procedures for your own carrier. All payments must be shown in the WorldTracer file in the CS element.  Overnight kits (RONs) will be offered wherever possible as per the above procedure.  If a file is retired from active display (non-updateable file) send communication to the appropriate oneworld member at one of the following SITA addresses:

Airline SITA Address Airline SITA Address AA HDQLZAA LA SCLLZLA AB TXLLLAB MH HDQLZMH AY HELLZAY QF SYDQYQF BA LHRBVBA QR DOHCBQR CX HKGTICX RJ AMMDIRJ IB QLMLZIB S7 DMELLS7 JL TYOLZJL UL CMBBMUL JJ HDQJJAP US HDQLZUS

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 13.0 Claims (Delay, Loss, Damage or Pilferage)

Generally, the file reference owner will resolve the claim to settlement. However, the customer may choose to return the baggage questionnaire or claim form to any oneworld carrier who will then process the claim to final settlement.

 There will be no prorate or re-charge to any oneworld carrier, however, these costs and prorate details must be recorded and shared.  Mishandling expense proration figures are to be calculated using the following methods: . Include all delayed, loss, damage or pilferage claims (no courtesy claims) . Include interim/consequential expenses paid up to final claim settlement, including overall settlement . Do not include any baggage delivery charges . Report claims over $50.00 USD . Follow MIP report (WorldTracer Interline Prorate Report) when available . Include number of baggage claims in overall report . Include interim expenses paid out in advance of claim settlement, when available . Mishandling investigations to be conducted for each claim using calculation based on sector length/mileage  In situations where a oneworld carrier ground handles another oneworld carrier, the handling contract will dictate procedures.

When settling claims on behalf of another oneworld carrier, it is imperative that ALL cost information is available in the WorldTracer file. The elements CS must be completed in as much detail as possible. To avoid duplicate payments, the settling carrier should check with the file reference station/carrier to check any payments made prior to final settlement.

 Pilferage claims are handled as any other claim and a copy of each file sent to the following nominated addresses for oneworld members on the itinerary shown in the file:

Airline SITA Address Airline SITA Address AA HDQLZAA LA SCLLZLA AB TXLLLAB MH HDQLZMH AY HELLZAY QF SYDDSQF BA LHRBVBA QR DOHCBQR CX HKGTICX RJ AMMDIRJ IB QLMLZIB S7 DMELLS7 JL TYOLZJL UL CMBBMUL JJ HDQJJAP US HDQLZUS  To close a WorldTracer file after settlement of a claim, use an Irregularity Code (Reason for Loss - RLs) (IATA RP1743e) and the Fault Station (FS). If the FS cannot be identified, the station on the passenger itinerary prior to the station accepting the report should be used as FS.

 When closing a file in a system linked to WorldTracer, the information that the file has been closed must be transposed to the WorldTracer file with the information for the WorldTracer RL (currently all files transposed from BMAS will show only RL78), FS and CS elements to ensure WorldTracer stations know the file is closed and what payments have been made. The RL and FS information is also required for baggage performance management data. 22

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 13.1 Communication: All carriers will use the DFTC display in WorldTracer to show contact information and hours of operation for Central Baggage Service and Baggage Claims. This information should be available in printed form for each carrier’s oneworld Help Desk.

13.2 Handling each other’s claims: oneworld passenger will receive an acknowledgement by the claim-receiving carrier within 14 days of receiving the claim or baggage questionnaire

14.0 Baggage Scenarios

The scenarios below have been discussed and agreed by the Baggage Contact Group and are provided here to assist in the communication of the correct delivery of the oneworld baggage policy to front line staff.

14.1 Baggage charges on an interline journey:

Itinerary: JFK – (Carrier A) – LHR – (Carrier B) – TLS (and return) Customer: Carrier A Gold Status (oneworld Ruby)

Customer is entitled to second bag without charge on Carrier A. Carrier A does not charge any excess for LHR - TLS sector. Is this correct? Should carrier A charge excess for the LHR-TLS sector?

On the return journey, Carrier B charges the customer EUR49 in TLS for the additional bag for the entire journey. Is this correct? Should Carrier B take into account the customers’ status with Carrier A? How do IATA Reso302 and/or the US DoT ruling affect the allowance on this itinerary?

Agreed Position Carrier specific additional allowances and benefits are not interlineable and sit outside of IATA Reso302 and US DoT rulings. Carrier A is the MSC under US DoT guidelines (first marketing carrier) and as such Carrier A’s allowance (1 piece at 23kgs) is selected JFK – LHR – TLS. Carrier A can waive the second bag charge for this customer on the JFK - LHR sector, but not LHR - TLS without the prior consent of Carrier B. On the return, Carrier A is still the MSC, so the allowance is again 1 piece at 23kgs. As carrier B is unable to apply Carrier A’s additional allowance, Carrier B is correct to charge EUR49 for the TLS – LHR – JFK return itinerary. This excess baggage payment should be prorated between carrier B and Carrier A.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17

14.2 Baggage Charges and Involuntary Reroute:

Itinerary: BZE – (Carrier A) – MIA – (Carrier A) – MAD Customer: No tier status. Customer paid second bag charge in BZE for both sectors.

Due to late arrival of Carrier A flight into MIA, customer is reprotected MIA – (Carrier B) – MAD What happens to the bag charge already paid by the customer to Carrier A? Does Carrier B absorb this charge?

Does the above scenario differ if the customer had originally paid for excess baggage, as opposed to additional baggage (second bag charge waived), wholly on Carrier A? An excess baggage coupon has been generated for the original Carrier A itinerary.

The customer is given back the baggage at MIA and proceeds to Carrier B. Should Carrier B reassess the excess baggage charges and charge the customer again, or accept the customer ‘as seen’?

Agreed Position In involuntary reroute scenarios, customers will not be charged for excess baggage by the receiving carrier. (Baggage fees are not interlineable, excess baggage charges are).

14.3 Separate ticket through check scenarios – member obligations

The following scenarios describe member obligations from a servicing and cost perspective.

Baggage scenario Boarding Bags Member actions/ obligations - Pass Tagged agreed position A. Customer travelling on a BP issued Bags tagged If a customer’s baggage is oneworld itinerary with AMM HKG to SYD through checked to the final separate tickets booked in the only destination, this satisfies the same PNR/booking; customer requirement of a oneworld has excess baggage interline itinerary, regardless of whether or not the customer Itinerary: receives an onward boarding AMM – (RJ) – HKG – (QF) – SYD pass; the agreed procedure in Section 8.0 of the Baggage - RJ through checks the bag Policy and Procedures document however does not produce the applies i.e. Where a customer second BP for the HKG-SYD has been under-charged or not sector (for any number of charged at all, for excess reasons including system failure); baggage on a oneworld interline RJ did not charge any excess itinerary due to a mistake or baggage fees at AMM omission by staff at the point of - Customer proceeds to QF origin, that customer will not transfer desk in HKG to collect subsequently be charged at their boarding pass and is charged connection point. In this scenario, excess for HKG-SYD sector even the customer should not be though baggage has been charged for excess baggage for 24

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 through checked and the the HKG-SYD sector when customer does not handle the collecting their onward boarding baggage in HKG. pass in HKG.

Questions: - If a customers’ baggage is through checked, but the customer is not, does this constitute ‘through check-in’? - What if the customers boarding pass was not generated due to a system issue? Does this change if there is no IATCI agreement between RJ and QF? B. Customer travelling with Separate Bags tagged If a customer is holding separate oneworld airlines however BPs issued only to LAX tickets, in separate PNRs/ itinerary is on separate tickets, for each leg by AA. bookings there is no oneworld in separate PNRs/bookings by AA and obligation to through check them. CX Bags tagged Itinerary: respectively LAX – HKG This type of journey will not be SLC – (AA) – LAX – (Carrier CX) separately by treated as a oneworld itinerary, – HKG CX in LAX and oneworld baggage rules do not apply. SLC – LAX is a domestic flight LAX – HKG is an international If the bags are mishandled on the flight first sector, it is the responsibility of the carrier operating this sector Customer is not through checked to deal with the claim. (AA) as travelling on separate tickets booked in separate PNRs/ As a courtesy CX should choose bookings. to follow up with LAX AA.

On arrival at LAX, the customer’s baggage does not arrive on the baggage belt. Customer files claim with AA, then proceeds to the CX flight.

CX accepts the customer without baggage, but on arrival at HKG, customer approaches CX baggage services to file a separate report for the same missing baggage. .

Questions: - Which carrier should deal with this claim?

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Appendix 1

LZ Contact and Claims Department details are for internal oneworld member use only – NOT for publication to oneworld customers. The contact details listed below have been provided to support oneworld members’ communication when handling claims involving oneworld itineraries.

AA Tracing and Inventory Manager / Admin and Phones Manager – [email protected] +1-972-425-6564 Central Baggage Resolution Office (CBRO) Manager / oneworld claims - [email protected] +1-480-693-2369 HDQ Policies and Procedures – [email protected] +1-817-967-2290 AB WorldTracer Coordinator: Silvia Klug - [email protected] +49 (0)30 3434 4640 LZ -Handling by: Baggage Express GmbH Address: Gartenstr. 52, 12529 Schönefeld, Germany Phone: +49 30 2404 77 510, Fax: +4930 2016 32 827 Email: [email protected] XF: HDQAB Sita: TXLLLAB

Claim Settlement: For customers: www.airberlin.com/complaint oneworld Carrier/Internal contact (not for pax) [email protected] AY LZ is for central tracing unit: [email protected] Claims: [email protected] For customers: www.finnair.com  information and services  feedback BA Customer Relations Global Compensation Manager and Claims – Complaint correspondence, Paul O'Flynn –paul.o'[email protected] +44 7789 615892 Baggage prorates – [email protected] +44 191 211 4736 Manager Arrivals Experience T5&T3 – Garry Comber [email protected] +44 7789 612468 WorldTracer Coordinator – Philip Drake – [email protected] Telex: BLKPDBA For customers: www.ba.com CX Baggage policies and procedures – Fancy Lam [email protected] SITA:HKGTACX

Baggage tracing and claims HKG: hkg#[email protected] SITA: HKGLLCX Other stations – contact local station

Legal and court cases – Stanley Fung [email protected] SITA: HKGTICX

WorldTracer Coordinator – Stanley Fung [email protected] SITA: HKGTICX

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 For customers: 852- 2215- 2235- Fax or HKGTICX for Customer Relations E-mail AHQ#[email protected]

IB WorldTracer coordinator: Ana Belen Gonzalez [email protected] Tel: +34 91 587 3070 OW Policies & Procedures: Francisco Lopez Rueda [email protected] Proration Statistics : Ricardo Ferrando [email protected] Tel: +34 91 329 8576 Inventory: MADLZIB / MADLPIB / MADLIIB Tracing: QLMLZIB Tel: +34 91 514 9944 / Fax: +34 91 514 99 58

Baggage Claims: [email protected] Passenger Claims: [email protected] Claims manager: [email protected]

For customers: http://www.iberia.com/en/baggage

JL Baggage policies and procedure [email protected] +81-3-5460-3672 [email protected] +81-3-5460-3674 [email protected] +81-3-5460-3674 WorldTracer Coordinator [email protected] +81-3-5460-3674 [email protected] +81-3-5460-3674 Baggage tracing and claims [email protected] +81-3-5460-3674 JJ World Tracer Coordinator – Priscila Brigeiro E-mail: [email protected] Phone: +55-11-5582-8785

World Tracer Co-coordinator – Joyce Soares E-mail: [email protected] Phone: +55-11-5582-3224

Proration: Vitória Mariane E-mail: [email protected]

XF: HDQJJ

LA Central Baggage Manager - Iván Navarrete Ph: +56-22-5658661 Fax: +56-22-5658671 E-mail: [email protected]

Airport procedures – Nelly Lopez [email protected]

For customers - [email protected] MH Central Baggage Tracing Office Airport Operations Malaysia Airlines Level 3 Main Terminal Building KLIA 64000 Sepang Selangor Malaysia Tel No: 603-8776 3747 Fax: 603-8787 4670 Email: [email protected]

QF Qantas Baggage ServicesQCE1 10 Bourke Road

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Mascot NSW 2020 Phone: 1300 306 980 [email protected] Telex: SYDQYQF

QR WorldTracer Coordinator – Naseer Ahmed Email: [email protected] – Telex: DOHLZQR

Central Baggage Tracing Office Email: [email protected] – Telex: DOHLZQR Phone: +974 4010 3449

Central Baggage Claims Office Email: [email protected] – Telex: DOHCBQR Phone: +974 4010 5169 and +974 4010 5180

RJ Risk Management and Insurance Department

OFFICE NO 00962-6- 5202073 FAX NO 00962-6- 5202094 SITA ADDRESS AMMLZRJ E.MAIL ADDRESS [email protected]

S7 Lost and found department Tel: 7 495 543 92 60 Email: [email protected] SITA: DMELLS7

UL Working group member Name - Inga Rodrigo Job Title - Manager Customer Affairs Email - [email protected] Phone - +94197331315

Complaint Correspondence Name - Mifthiya Anis Job Title - Customer Affairs Manager Email - [email protected] Phone - +94197331331

Customer Affairs Contact Details- General Email - [email protected] Hot Line- +94197331627

Baggage Claims Email - [email protected] Hot Line- +94197331393 Fax number- +94197335145

Reporting contact Names - Trina Peiris and/or Dinithi Rodrigo Job Title - Customer Affairs Executive Emails - [email protected] and/or [email protected] Phone - +94197331390 / +94197331349

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Appendix 2

IATA Resolution 302 Resolution 302 came into force on 01st April 2011 and defines a methodology to determine which carrier’s rules apply at any given itinerary.

Resolution 302 resolved that, unless otherwise agreed, the following baggage provisions selection process should apply for interline journeys, 1) Baggage provisions are defined as free baggage allowance rules and baggage charges. 2) For the purposes of baggage provisions selection, the following 4 step process should apply for interline journeys: a) Step 1: If the published baggage provisions among all participating carriers are the same; these provisions will apply. b) Step 2: Where one or more published baggage provisions differ between participating carriers, apply any common provisions and where provisions differ the published baggage provisions of the Most Significant Carrier (MSC) (In case of code share flights this will be the Marketing Carrier, unless that carrier publishes a rule stipulating that it will be the Operating Carrier). c) Step 3: If the MSC does not publish baggage provisions for the journey concerned apply the published baggage provisions of the carrier accepting the baggage at check-in. d) Step 4: If the carrier accepting the baggage at check-in does not publish baggage provisions for the interline journey concerned apply the baggage provisions of each operating airline sector-by-sector. 3) Most Significant Carrier (MSC) The MSC is, a) For travel between two or more IATA areas, the carrier performing carriage on the first sector that crosses from one area to another. Exception: IATA area 123 only, the carrier providing carriage on the first sector that crosses between IATA Area 1 and IATA Area 2. b) For travel between IATA Tariff sub-areas, the carrier performing carriage on the first sector that crosses from one sub-area to another. c) For travel within an IATA sub-area, the carrier performing carriage on the first international sector.

US DoT Exceptions to Resolution 302

U.S. Exception (US DoT Order 2009-9-20 <05OCT09>) (a) For passengers whose ultimate ticketed origin or destination is a U.S. point, the baggage provisions selected at the beginning of the itinerary shall apply throughout the itinerary, regardless of stopovers, and (b) In the case of code-share flights that include a point in the United States, the most Significant Carrier (MSC) shall be the Marketing Carrier.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17

Appendix 3

14 CFR (Code of Federal Regulations) Part 399 ‘Enhancing Airline Passenger Protections’

Effective August 23rd 2011

(Except for amendments relating to 14 CFR 399.84, 399.85(b) and (c), 399.87, 399.88, 399.89 which become effective on January 24th 2012)

399.85 Notice of baggage fees and other fees.

(a) If a U.S. or foreign carrier has a website accessible for ticket purchases by the general public in the U.S., the carrier must promptly and prominently disclose any increase in its fee for carry-on or first and second checked bags and any change in the first and second checked bags or carry-on allowances for a passenger on the homepage of that website (e.g., provide a link that says “changed bag rules” or similarly descriptive language and takes the consumer from the homepage directly to a pop-up or a place on another webpage that details the change in baggage allowance or fees and the effective dates of such changes). Such notice must remain on the homepage for at least three months after the change becomes effective.

(b) U.S. and foreign carriers, agents of either, and ticket agents that advertise or sell air transportation in the United States are required to maintain a website to clearly and prominently disclose, on the first screen where a fare quotation for a specific itinerary is provided, that additional airline fees for baggage may apply and where consumers can see those baggage fees. (Not original text)

(c) U.S. and foreign carriers, agents of either, and ticket agents must include information regarding the passenger’s free baggage allowance and/or the applicable fees for a carry-on bag and the first and second checked bag on e-ticket confirmations for air transportation within, to or from the United States (Not original text)

399.87 Baggage allowances and fees

For passengers whose ultimate ticketed origin or destination is a U.S. point, U.S. and foreign carriers must apply the baggage allowances and fees that apply at the beginning of a passenger’s itinerary throughout his or her entire itinerary. In the case of code-share flights that form part of an itinerary whose ultimate ticketed origin or destination is a U.S. point, U.S. and foreign carriers must apply the baggage allowances and fees of the marketing carrier throughout the itinerary to the extent that they differ from those of the operating carrier.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Appendix 4

Interline Baggage Rules for Canada

The Canadian Transport Agency (CTA) Order 2014-A-158 does not stipulate any further requirements/exclusions over and above IATA Resolution 302 and US DoT Order 2009- 9-20 <05OCT09>.

The extract below is taken from Order No. 2014-A-158.

Considerations and findings:

[22] Presently, any of the existing baggage rules application methodologies (IATA Resolution 302, the U.S. DOT approach or the Agency's existing practices) are applicable in Canada. The Agency's practices apply notwithstanding the fact that IATA Resolution 302 is being applied to all international itineraries (except for transportation to/from the United States) and the U.S. DOT Rule 399.87 applies to transportation between Canada and the United States Due to the conflicting approaches, the Agency has concluded that harmonization and consistency in the application of interline baggage rules is necessary.

[23] The Agency notes that both IATA Resolution 302 and U.S. DOT Rule 399.87 have required industry system changes to be developed internationally to support their implementation. The Agency does not doubt that considerable expense and disruption could result if it implements a third approach to interline baggage rules.

[24] The Agency has considered the costs and benefits of developing a unique Canadian approach and concluded that it would result in additional costs with no obvious benefits to passengers given that there is already an approach in place that the Agency would find to be consistent with the legislative provisions that it administers. Accordingly, in consideration of which approach would be most suitable to Canada, the Agency finds that a third "made in Canada" approach is not necessary.

[25] Having concluded that a unique Canadian approach would be costly and unnecessary, the Agency considered the features of two international approaches currently in place.

[26] After examination, the Agency finds that IATA's Resolution 302 is inconsistent with the principles adopted by the Agency and the legislative provisions that the Agency

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 administers. Therefore, it is not the best option for Canadian application for three fundamental reasons: a. Passengers would not be provided with a seamless travel experience as there could be many MSCs on a more complex itinerary resulting in a passenger encountering differing and conflicting baggage rules while en route; b. It is inconsistent with the Agency's requirement that the marketing carrier's tariff apply (including baggage rules) in code-share situations, given that the IATA rules are applicable to the operating carrier; c. Resolution 302 is silent on the disclosure requirements to passengers, resulting in a lack of transparency to passengers of the applicable baggage rule.

[27] However, the Agency finds that the U.S. DOT approach has many desirable features that best satisfy the Agency's principles and the legislative provisions that it administers as it: a. provides for a single set of baggage rules for itineraries issued on a single ticket which minimizes contradiction, conflict and confusion on interline itineraries and provides for a seamless travel experience; b. provides for an explicit requirement to disclose to passengers the applicable baggage rules for their interline itinerary resulting in greater transparency to passengers; c. mirrors the Agency's position, with respect to code sharing in that the marketing carrier's - not the operating carrier's - baggage rules apply to an itinerary: d. clearly impacts Canadian carriers that participate in interline transportation to the United States, which represents Canada's major international market. Harmonization with this approach would help to avoid imposing unique requirements on industry that conflict with other jurisdictions, particularly within the North American context.

[28] Therefore, the Agency concludes that alignment with U.S. DOT Rule 399.87 is in conformity with its own legislative provisions and, is reasonable, and that U.S. DOT Rule 399.87 does not create undue prejudice to the passengers.

Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17