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Refguide 10 Ds Final 19Uhr09 RefGuide_2010_Umschlag_Ref.Guide_Umschlag 29.03.10 12:36 Seite 1 ™ REFERENCE GUIDE STAR ALLIANCE ™ MEMBERS AND LEGEND KEY Star Alliance welcomes Aegean Airlines and TAM STAR ALLIANCE STAR Spanair Future Members www.staralliance.com 14th Edition, May, 2010 May, 14th Edition, REFERENCE GUIDE For Employees of Star Alliance Members Carriers RefGuide_2010_Umschlag_Ref.Guide_Umschlag 29.03.10 12:36 Seite 2 Star Alliance Members WELCOME 2010 Adria Aegean Air Canada Air China Airways Airlines AC CA JP A3 APRIL MAY JUNE OCTOBER NOVEMBER DECEMBER Air New Air New ANA Asiana Welcome to the 14th edition of the Star Alliance Reference Guide. Zealand Zealand NH Airlines SMTWT F S SMTWT F S SMTWT F S SMTWT F S SMTWT F S SMTWT F S NZ NZ OZ 1 23 1 1234 5 1 2 1 23456 1234 Austrian Blue1 bmi Brussels OS KF BD Airlines 456 7 8 9 10 2345678 678 9 1011 12 3456 7 89 789 10 11 12 13 5678910 11 SN 11 12 13 14 15 16 17 9 10 11 12 13 14 15 13 14 15 16 1718 19 10 11 12 13 14 15 16 14 15 16 17 18 19 20 12 13 14 15 16 17 18 2010 marks another year of growth for the Alliance. This edition includes baggage, airport and frequent Continental Croatia EGYPTAIR LOT Polish 18 19 20 21 22 23 24 16 17 18 19 20 21 22 20 21 22 23 24 2625 17 18 19 20 21 22 23 21 22 23 24 25 26 27 19 20 21 22 23 24 25 CO Airlines MS Airlines flyer information for both TAM and Aegean Airlines (to join second quarter). These two airlines bring the OU LO membership to 28. Air India is also expected to join later this year, bringing the membership to 29. 25 26 27 28 29 30 23 24 25 26 27 28 29 27 28 29 30 24 25 26 27 28 29 30 28 29 30 26 27 2829 30 31 30 31 31 Lufthansa Scandinavian Shanghai Singapore LH Airlines Airlines Airlines This guide is designed to provide a user-friendly tool that gives quick access to the information needed to SK FM SQ deliver a smoother travel experience to international travellers. South African Spanair SWISS TAM Airways JK LX JJ SA Information may change during the course of the year, so please continue to consult your airline’s 2010 2011 TAP THAI Turkish United publications and information systems for changes and updates, as well as for operational information and Portugal TG Airlines UA TP TK procedures. JULY AUGUST SEPTEMBER JANUARY FEBRUARY MARCH US Airways US SMTWT F S SMTWT F S SMTWT F S SMTWT F S SMTWT F S SMTWT F S We hope this book continues to serve your needs. We welcome your feedback at [email protected]. 1 23 123456 7 1234 1 123 45 123 45 4567 8 9 10 8 9 10 11 12 13 14 56 7 8 9 10 11 23 4567 8 76 8 910 11 12 76 89 10 11 12 Lounges Thank you, Star Alliance Internal Communications 11 12 13 14 15 16 17 15 16 17 18 19 20 21 12 13 14 15 16 17 18 9 10 11 12 1314 15 1413 15 1617 18 19 1413 1516 17 18 19 18 19 20 21 22 23 24 22 23 24 25 26 27 28 19 20 21 22 23 24 25 16 17 18 1920 21 22 2120 22 2324 25 26 2120 2223 24 25 26 25 26 27 28 29 30 31 29 30 31 26 27 28 29 30 23 24 25 26 27 28 29 2827 2827 29 30 31 STAR ALLIANCE First Class Contract 30 31 GOLD Locations TX CK TD Transfer Ticketing Check-in Desk Gates RefGuide_10_ds_final_19Uhr09_Layout 1 29.03.10 12:17 Seite 3 TABLE OF CONTENTS Reference Guide Overview Airports Information Welcome 2 Priority Baggage Handling 64 Greetings from new members 4 Free Checked Baggage Allowances 66 Vision/Mission 6 Special Checked Baggage 72 Customer Expectations 6 Carry-on Baggage Policy 128 Facts and Figures 7 Irregular Operations Handling 129 Star Alliance Websites 12 Interline E-ticketing FAQ - Airports 134 Lounge Access 136 General Information Lounge Access Chart 142 Customer Benefits 14 Destinations with Lounges 146 Frequent Flyer Programmes 18 Reservation Call Centres 22 Reservations 46 Major Airport Maps 164 Booking Class Alignment 48 Ticketing Procedures 54 Interline E-ticketing FAQ - Reservations 58 GDS Access Codes for Fare & Discount Products 62 3 RefGuide_10_ds_final_19Uhr09_Layout 1 29.03.10 12:17 Seite 4 Greetings from Aegean Airlines On behalf of our 2,500 colleagues in Aegean, thank you for welcoming us into Star Alliance. Becoming a member of Star Alliance represents both an honour and a great opportunity for our company. In the near future our customers will be able to enjoy the network, privileges and loyalty rewards of the largest and most recognised airline alliance in the world. Aegean Airlines, which celebrated its 10th anniversary in 2009, is the largest airline in Greece. With a fleet of 31 aircraft we operate 52 domestic and international routes with Theodoros Vassilakis more than 200 daily flights. In 2009, Aegean carried more than 6.5 million passengers. President, Aegean Airlines Aegean has been repeatedly awarded by the Athens International Airport as the single largest contributor to the airport’s passenger growth and by ERA in recognition of its operating performance, commercial success and commitment to customer comfort and satisfaction. We have also received the SKYTRAX World Airline award as the best regional airline in Europe for 2009. As we continue to grow our network and further develop our services, we are committed to becoming valuable contributors to Star Alliance. Theodoros Vassilakis President, Aegean Airlines 4 RefGuide_10_ds_final_19Uhr09_Layout 1 29.03.10 12:17 Seite 5 Greetings from TAM We at TAM are very proud and honoured to join Star Alliance! We are the leaders in Brazil, with a fleet of 132 aircraft and 770 daily flights. Our perspectives for growth are multiplied with the integration into the largest global airline alliance. In our country, we serve 42 destinations daily, and with agreements with regional companies, we reach 82 airports. We have a primary role in connecting Brazilians abroad and foreigners with our country. Today we fly to 18 international destinations in the United States, Europe and Latin America, and we also have codeshare agreements that allow our clients to Líbano Miranda travel to another 72 international destinations. With our participation in Star Alliance, our Barroso presence as a global airline is consolidated. CEO, TAM In 2010, the company will complete 34 years of existence. TAM was born as a small company, founded by a pilot, Captain Rolim Adolfo Amaro. He has taught us the “Spirit to Serve”, the permanent search for the best for our clients. These are our roots, the synthesis of our history, and the basis of the work done by our family of 25,000 people. Thank you very much for the support from Star Alliance in this new moment in our history! Líbano Miranda Barroso CEO, TAM 5 RefGuide_10_ds_final_19Uhr09_Layout 1 29.03.10 12:17 Seite 6 VISION To be the leading global airline alliance for the high-value international traveller. MISSION To contribute to the long-term profitability of its members beyond their individual capabilities. CUSTOMER EXPECTATIONS Star Alliance was formed to better meet the needs of international travellers. Following extensive research with these valuable customers, we learned that they want and expect the following from the Alliance: • a consistent delivery of best quality and comfort standards • trusted performance with focus on safety and security • an enjoyable and relaxing travel experience • Frequent Flyer privileges and status recognition • Convenient and hassle-free global access Customers want us to provide them with these specific, tangible benefits every time they travel with each of the member carriers. 6 RefGuide_10_ds_final_19Uhr09_Layout 1 29.03.10 12:17 Seite 7 FACTS AND FIGURES Combined Total of the 28 Star Alliance Member Airlines Total revenue US$ 176.2 billion Revenue passenger km 1,247.4 billion Annual passengers 625.2 million Daily departures 20,674 Number of employees more than 460,000 Countries served 178 Airports served 1,121 Fleet 3,991 Lounges 980 7 RefGuide_10_ds_final_19Uhr09_Layout 1 29.03.10 12:17 Seite 8 Number of Star Alliance Members Fleet size employees Major hub airports Adria Airways (JP) 12 aircraft 706 Ljubljana Aegean Airlines (A3) 31 aircraft 2,300 Athens Air Canada (AC) 335 aircraft 24,700 Montreal, Vancouver, Calgary, Toronto Air China (CA) 243 aircraft 20,211 Chengdu, Beijing, Shanghai Air New Zealand (NZ) 100 aircraft 10,500 Auckland, Hong Kong, Los Angeles ANA (NH) 214 aircraft 34,410 Osaka, Nagoya, Tokyo Asiana Airlines (OZ) 71 aircraft 8,134 Seoul Austrian (OS) 91 aircraft 7,200 Vienna 34 aircr Blue1 (KF) 12 aircraft 450 Helsinki bmi (BD) 54 aircraft 4,470 London Brussels Airlines (SN) 49 aircraft 3,000 Brussels Continental Airlines (CO) 604 aircraft 42,210 Cleveland, Newark, Guam, Houston 8 RefGuide_10_ds_final_19Uhr09_Layout 1 29.03.10 12:17 Seite 9 Number of Star Alliance Members Fleet size employees Major hub airports FACTS AND FIGURES Croatia Airlines (OU) 12 aircraft 1,131 Zagreb EGYPTAIR (MS) 64 aircraft 7,300 Cairo LOT Polish Airlines (LO) 49 aircraft 3,720 Warsaw Lufthansa (LH) 534 aircraft 108,123 Frankfurt, Munich Scandinavian Airlines (SK) 210 aircraft 15,000 Stockholm, Copenhagen, Oslo Shanghai Airlines (FM) 60 aircraft 5,680 Shanghai Singapore Airlines (SQ) 109 aircraft 14,142 Singapore South African Airways (SA) 55 aircraft 8,000 Johannesburg Spanair (JK) 45 aircraft 3,038 Barcelona, Madrid SWISS (LX) 77 aircraft 7,000 Basel, Geneva, Zurich TAM (JJ) 134 aircraft 24,000 Brasilia, Rio de Janeiro, Sao Paulo TAP Portugal (TP) 72 aircraft 6,900 Lisbon, Porto 9 RefGuide_10_ds_final_19Uhr09_Layout 1 29.03.10 12:17 Seite 10 Number of Star Alliance Members Fleet size employees Major hub airports Thai Airways Intl.
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