PLANNED SCHEDULE CHANGES ICELANDAIR Update: January 2019 (update 1) This policy provides guidelines and requirements for schedule changes. In Planned Schedule Changes you will receive specific guidelines on preferred airlines to be used in each case. Please note that the specific guidelines will have a limited validation. General • Schedule change is a planned adjustment to flight schedules made by either FI or OA (OA = Other Airline). • This policy applies only to itineraries issued on FI/108 ticket stock, including schedule changes to FI Codeshare and OA flights ticketed FI/108. In all cases, PNR’s are ticketed and passenger must be holding one ticket. • For all schedule changes ticketed other than FI/108, the policy of the ticketing carrier applies. • Updated guidelines will be sent out as soon as new agreements will be made with other airlines. • Rebooking or refund is allowed if schedule change results in: 1. Misconnections 2. Unacceptable time change 3. Cancellation, no reprotection offered Responsible Party • Responsible party is the ticketing source, whether agency or FI, which will notify the customer and complete the transaction as described in Schedule Change Handling below. Schedule Change Handling ❖ The carrier with revised schedule sends Advice of Schedule Change (ASC) showing the flight changes. • Reconcile the PNR by accepting changes and removing any old segments. • Ensure all connections are valid in the new itinerary per published minimum connect times between all flights. • If the new itinerary is acceptable, please reissue as applicable. • If changes are limited solely to time changes and/or equipment changes, it is not necessary to reissue the ticket. • If the new itinerary is unacceptable and necessary changes are allowed as outlined here, please follow the procedures as described in this document. • If necessary, changes are beyond those outlined here, call your local FI reservations number. ❖ A single ticket reissue is permitted. • The first reissue is allowed per this policy without additional collection, penalty or fee. • Any further or additional changes are subject to fare recalculation and any applicable fees or penalties. Ticket Reissue • Reissue as per the guidelines provided in this document • NOTE: If a passenger is holding two separate tickets, the ticket affected by the Planned Schedule Change must be reissued accordingly to the Planned Schedule Change processes. The other ticket can be changed but fare difference and/or penalty fee can apply. Index/Contents • Guidelines for Reissue, see page 2 • Guidelines for Refund, see page 2 • Guidelines for Planned Schedule Changes on preferred airlines with limited validity, see pages 3-4-5 • Guidelines for Planned Schedule Changes Code Share flights, see page 6 • Guidelines for Planned Schedule Changes Interline flights, see pages 7-8 www.icelandair.com I agents.icelandair.com I [email protected] P a g e | 1 PLANNED SCHEDULE CHANGES ICELANDAIR Update: January 2019 (update 1) Reissue and Refund guidelines Scenario of impacted flights How to reissue FI*FI Segments are impacted • Icelandair does not use waiver codes. FI*FI = Marketed/Operated by FI • Process as even-exchange with following endorsements • Rebook to alternative FI*FI in original class of (to avoid an ADM): service (RBD). ENDBOX: REI DUE SKCHG/FIXXX/DDMMM* • If original RBD is not available, book lowest RBD in OSIFI: REI DUE SKCHG/FIXXX/DDMMM* same cabin. * FIXXX = FI flight number, DDMMM = day + month FI*OA or OA*OA Segments are impacted • FI*OA ticket must be reissued by Travel Agent. FI*OA = Marketed by FI/Operated by OA • Example of FI*OA routing: OA*OA = Marketed/Operated by OA FI 451 15JUN LHRKEF 1305 1510 • Book the closest available scheduled Icelandair FI 683 15JUN KEFSEA 1720 1805 FI7675 15JUN SEAYVR 2010 2059 flight, within 7 days before or 7 days after original (FI7675 is operated by AS2703) booked flight. Always book within the same cabin. • FI code share flights are treated as FI flights (see also here • Return flight may be changed to maintain trip above: "FI*FI segments are impacted"). length. • OA*OA = if more than 24hrs before departure, stock owner must reissue. • Within 24hrs before departure: the airline who has made the schedule change is responsible for the reissue. • Rebook to first available FI flight. Change of destination only allowed within same zone: EU1: GLA BGO DUB MAN OSL LHR LGW BLL GOT ARN CPH HEL EU2: AMS BRU HAM CDG FRA TXL DUS ZRH MAD GVA MXP MUC US1/CA1: YHZ BOS BWI JFK EWR IAD MSP ORD CLE MCI PHL TPA MCO DFW YYZ YUL US1/CA2: PDX ANC DEN SFO SEA YEG YVR • Please disassociate/re-associate any EMD's issued for ancillary services • Process as even-exchange with following endorsements (to avoid an ADM): ENDBOX: REI DUE SKCHG/FIXXX (or OAXXX)/DDMMM* OSIFI: REI DUE SKCHG/FIXXX (or OAXXX)/DDMMM* * FIXXX = FI flight number, OAXXX = OA (Other Airline) flight number, DDMMM = day + month Refunds Refund procedure • Icelandair does not use waiver codes, thus the FE lines Refunds are allowed w/o pre-authorization in the following need to be inserted in the booking to avoid an ADM. situations: • Process refund as follows: 1. Flight is cancelled, no acceptable protection found. ARC agencies: please process refund via ARC 2. Change results in misconnect, no acceptable BSP agencies: please process refund via BSP-link protection found. by using following endorsements: 3. Change results in unacceptable time change, no WAIVER CODE BOX: REF DUE SKCHG/FIXXX/DDMMM* acceptable alternative found. OSIFI: REF DUE SKCHG/FIXXX/DDMMM* Pre-authorization is required for any other scenario not * FIXXX = FI flight number, DDMMM = day + month listed • Right to reimbursement: if a delay/time change of a flight Please contact [email protected] for is more than two (2) hours from the scheduled time of authorization. departure, passengers can request a full refund. www.icelandair.com I agents.icelandair.com I [email protected] P a g e | 2 PLANNED SCHEDULE CHANGES ICELANDAIR Update: January 2019 (update 1) Guidelines for PREFERRED AIRLINES WITH LIMITED VALIDITY. Passenger must be holding one ticket, 108 stock This particular reprotection agreement is ONLY VALID for this DFW cancellation. A new agreement will be made for each planned schedule change. Option 1 – primary option to be used as much as possible B6 DFW-BOS Below is the information. The items marked in red are a MUST! in the booking. We always need to use the lowest booking class per flight. Agents must enter the OSI line according to the agreement. Ticketing must enter the info into FE line and then use their normal ticketing entries for planned schedule change. B6 – JET BLUE Between DFW and BOS First travel on/after 06MAR19 Last travel on/before 20DEC19 B6 reprotection agreement only applies to tickets originally issued on FI/108 or plated on neutral ticket stock on behalf of FI. • Revenue passenger tickets include tickets issued to the public with no fare shown, frequent award tickets and free tickets, but exclude industry (ID, AD) and industry employee non-revenue type trip passes. • All tickets shall be reissued by FI or its appointed agents on FI stock. • Reissued tickets will state “FIDFW19” in the endorsement and/or tour code box. • FI will not make speculative bookings on B6 flights. FI will confirm space on B6 only once it has confirmed that the passenger accepts the revised routing. • FI will request its agents to add the following information in an OSI at the time of booking: OS B6 DFW PROTECTION * OS B6 CTCP * (with customer’s home/mobile contact number) * When you enter the OSI line for the code share you enter them by using the FI code, not B6. • Passengers may be protected on B6 flights or FI/B6 code share flights. ECONOMY BUSINESS B6 flight number from low to high (P being the lowest) from low to high (I being the lowest) DFW/CLE-BOS v.v. P S U O Z M W R V L B Q H K E Y I D C J = PLEASE ALWAYS TRY TO BOOK THE LOWEST RBD’S AS THE RATES ARE VERY HIGH FOR THE HIGHER RBD’S!!! = Option 2 and 3 – if option 1 does not work AA DFW-ORD or DL DFW-MSP Below is the information. The items marked in red are a MUST! in the booking. We always need to use the lowest booking class per flight. Agents must enter the OSI line according to the agreement. Ticketing use their normal ticketing entries for planned schedule change. AA – AMERICAN AIRLINES Between DFW-ORD First travel on/after 06MAR19 Last travel on/before 01DEC19 - to be continued on page 4 - www.icelandair.com I agents.icelandair.com I [email protected] P a g e | 3 PLANNED SCHEDULE CHANGES ICELANDAIR Update: January 2019 (update 1) - continued from page 3 – AA reprotection agreement only applies to tickets originally issued on FI/108 or plated on neutral ticket stock on behalf of FI. It applies to “SKCHG” tickets issued by FI. • Revenue passenger tickets include tickets issued to the public with no fare shown, frequent award tickets and free tickets, but exclude industry (ID, AD) and industry employee non-revenue type trip passes. • All tickets shall be reissued by FI or its appointed agents on FI stock. • First characters in the endorsement of the reissued ticket must read SKCHG • FI will contact and advise the passenger of the re-accommodation on AA • FI will request its agents to add the following information in an OSI: OS AA REROUTE DUE DFW DISCONTINUE OS AA PER PROTECT AGMT OS AA Psgr home/agency telephone number • Passengers may be protected on flights marketed and operated by AA only.