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Home , China Southern Airlines

China Southern Airlines Company Limited

AIRLINE ADM POLICY IN ALL BSP

AIRLINE ALPHA + NUMERIC CODE: CZ - 784

Dear agents, Unless otherwise specified, China Southern Airlines will generally issue ADM in all BSP for the following four major reasons:

1. Incorrect Commission...... 2 2. Unnecessary GDS Booking fee of GDS ...... 13 3. Ticket Handling...... 15 4. Irregularities Operations On US Related Flights...... 16 5. Credit Card Surcharge For Sales in Australia And New Zealand...... 17

China Southern Airlines regards all ADM as being disputable but retains the right to issue ADM for the above mentioned anomalies which can only be disputed through correspondence with the airline or its representative.

China Southern Airlines reserves the right to change any of these requirements without advance notification. All parties involved will be notified of any changes.

1 1 Incorrect Commission

Please herewith receive our commission conditions on the published fares (net fare not included) issued on China Southern Airlines’ (CZ) ticket stock unless notified otherwise:

Please note the different percentages according to these conditions. If any different policy shown in GDS system, agents have to manually modify the commission in accordance with this policy during ticketing.

1.1 For sales in , 1.1.1 When the journey origin from HONGKONG region (including the international or regional ticket of child / infant / student / ship’s crew member/labour/emigrant), and the journey is carried wholly by CZ (including code-share flight) or carried by CZ and other carriers (by using published fare or published fare in combination with SPA), the commission is simplified as 5% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.1.2 When the journey origin from any other region except HONGKONG region (including the international or regional ticket of child / infant / student / ship’s crew member /labour /emigrant), and the journey is carried wholly by CZ (including code-share flight) or carried by CZ and other carriers (by using published fare or published fare in combination with SPA), the commission is simplified as 0% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.1.3 In the first point above, when the journey includes CZ’s routes only, which is carried wholly by CZ or carried by CZ and other carriers, the commission is simplified as 0% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.1.4 When the journey is wholly carried by other carriers, no commission will be applied;

1.2 For sales in Macao，

2 1.2.1 When the journey origin from all the points except for mainland China, Vietnam, Korea and United Arab (UAE), the commissions are as below: 1.2.1.1 When the journey is carried wholly by CZ (including code-share route when CZ acts as marketing carrier, similarly hereinafter), which includes CZ’s international/regional routes, the commissions is simplified as 5% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.2.1.2 When the journey is carried by CZ and other carriers, the commission is simplified as 5% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.2.1.3 When the journey includes CZ’s domestic routes only, which is carried by CZ and other carriers or carried wholly by CZ, no commissions will be applied. 1.2.2 When the journey is wholly carried by other carriers, no commissions will be applied. 1.2.3 When the journey origin from the points of mainland China, Vietnam, Korea and United Arab Emirates (UAE), no commission will be applied.

1.3 For sales in , 1.3.1 When the journey origin from Taiwan region (including the international or regional ticket of child / infant / student / ship’s crew member), and the journey is carried wholly by CZ (including code-share flight) or carried by CZ and other carriers (by using published fare or published fare in combination with SPA), the commission is simplified as 4% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.3.2 When the journey origin from any other region except Taiwan region (including the international or regional ticket of child / infant / student / ship’ s crew member), and the journey is carried wholly by CZ (including code-share flight) or carried by CZ and other carriers (by using published fare or published fare in combination with SPA), the commission is simplified as 0% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.3.3 In the first point above, when the journey includes CZ’s Mainland China routes only, which is carried wholly by CZ or carried by CZ and other

3 carriers, the commission is simplified as 0% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.3.4 When the journey is wholly carried by other carriers, no commission will be applied;

1.4 For sales in Japan， 1.4.1 When the journey origin from Japan and the journey is carried wholly by CZ (including code-share flight when CZ acts as marketing carrier), the commission is 2% of the corresponding published fares. 1.4.2 When the journey origin from any country or region except Japan, and the journey is carried wholly by CZ(including code-share flight when CZ acts as marketing carrier), the commission is 0% of the corresponding published fares. 1.4.3 When the journey is carried by CZ and other carriers or carried wholly by other carriers, no commission will be applied.

1.5 For sales in Canada, 1.5.1 When the journey originates from North America, Central America and South America, including child/ infant/ labor/ emigrant/ student/ ship’s crew member tickets, the commissions are as below: 1.5.1.1 When the journey is wholly operated by CZ (including code-share flight when CZ acts as marketing carrier), the commissions are as below: 1.5.1.2 For and , the commission is simplified as 7% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.5.1.3 For Economy and Premium , the commission is simplified as 6% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.5.1.4 For First class or Business class in combination with Economy class (including ), the commission is 6%; 1.5.1.5 When the journey is operated by CZ (including code-share flight when CZ acts as marketing carrier) and other carriers, the commission is simplified as 4% of the corresponding published fares, or the corresponding published fares and the SPA fares

4 (excluding all taxes, surcharges and fees). 1.5.2 When the journey originates out of North America, Central America and South America, including child/ infant/ labor/ emigrant/ student/ ship’s crew member tickets, no commission will be available. 1.5.3 When the journey only includes CZ’s domestic routes, which is carried by CZ and other carriers or carried wholly by CZ, no commissions will be available. 1.5.4 When the journey is operated wholly by other carriers, no commission will be available.

1.6 For sales in Central & South America (including Guatemala, Honduras, El Salvador, Nicaragua, Costa Rica, Panama, Cuba, Haiti, The Dominican Republic, Jamaica, Trinidad and Tobago, Barbados, Grenada, The commonwealth of Dominica, Saint Lucia, Saint Vincent and the Grenadines, Bahamas, Guyana, French Guiana, Suriname, Venezuela, Colombia, Brazil, Ecuador, Peru, Saint Kitts and Nevis, Bolivia, Chile, Argentina, Paraguay, Uruguay, Belize, Antigua and Barbuda) on/after 1st Apr 2019 (date of issuance). 1.6.1 When the journey origin from Central and South America Region and the journey is carried wholly by CZ (including code-share flight when CZ acts as marketing carrier), or carried by CZ and other carriers with CZ’s international or regional route included, the commission is 3% of the corresponding published fares. 1.6.2 When the journey origin from any country or region except Central and South America Region and the journey is carried wholly by CZ(including code-share flight when CZ acts as marketing carrier), or carried by CZ and other carriers with CZ’s international or regional route included, the commission is 0% of the corresponding published fares. 1.6.3 When the journey is carried by CZ which includes CZ’s domestic routes（excluding Hong Kong/Macao/Taiwan）only, or carried wholly by other carriers, no commission will be applied. 1.6.4 When a ticket is reissued on/after 01st Apr 2019，the new commission can be applied to the fare difference between the original fare and the new fare, but the differences of taxes, surcharges and fees are excluded. If any

5 different policy shown in GDS system, agents have to manually modify the commission in accordance with this policy during ticketing.

1.7 For sales in Russia, Ukraine and Belarus, 1.7.1 When the journey origin from all the points except for local market, no commissions will be applied. 1.7.2 When the journey origin from the points of local market, the commissions are as below: 1.7.2.1 When the journey is carried wholly by CZ (including code-share route when CZ acts as marketing carrier, similarly hereinafter), the commission is simplified as 7% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.7.2.2 When the journey is carried by CZ and other carriers, the commission is 5% of the corresponding published fares 1.7.2.3 When the journey is carried wholly by other carriers, or carried by CZ and other carrier including CZ's domestic flights only, no commissions will be applied.

1.8 For sales in Kazakhstan, Kyrgyzstan, Tajikistan, Turkmenistan, Uzbekistan, Pakistan, Iran, Azerbaijan, Georgia, 1.8.1 When the journey origin from the points of local country: 1.8.1.1 The journey is wholly carried by CZ, the commission is simplified as 9% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.8.1.2 The journey is carried by CZ and other carriers, the commission is simplified as 7% of the corresponding published fares (excluding all taxes, surcharges and fees); 1.8.2 When the journey origin from all the points except for local country, no commission will be applied; 1.8.3 When the journey is carried wholly by other carriers, no commissions will be applied.

1.9 For sales in Yemen, including child/infant/ labour/ emigrant/student/seaman member tickets, the commissions are as below:

6 1.9.1 When the journey is carried wholly by CZ (including code-share route when CZ acts as marketing carrier, similarly hereinafter), the commission is simplified as 7% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.9.2 When the journey is carried by CZ and other carriers with CZ’s international, regional or domestic route included, the commission is 7% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.9.3 When the journey is carried wholly by other carriers, no commission will be applied.

1.10 For sales in Israel, 1.10.1 The route carried wholly by CZ（including CZ code-share flights which CZ is Marketing Carrier or Operating Carrier, the commission is 1% of CZ published fare (excluding all taxes, surcharges and fees). 1.10.2 The route carried by CZ （including CZ code-share flights which CZ is Marketing Carrier or Operating Carrier） and other carriers, the commission is 1% of CZ published fare (excluding all taxes, surcharges and fees). 1.10.3 The route carried wholly by other carriers, no commission.

1.11 For sales in Tunisia and Morocco, 1.11.1 For all CZ validated tickets in Tunisia and Morocco, including child/infant/labour/emigrant/student/ship’s crew member tickets, the commissions are as below: 1.11.1.1 When the journey is carried wholly by CZ (including code-share route when CZ acts as marketing carrier, similarly hereinafter), the commission is simplified as 0.1% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.11.1.2 When the journey is carried by CZ and other carriers with CZ’s international or regional route included, the commission is 0.1% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.11.1.3 When the journey is carried by CZ and other carriers which includes CZ’s domestic route only, no commission will be applied. 1.11.1.4 When the journey is carried wholly by other carriers, no commission will be applied.

7 1.12 For sales in The Republic of Kenya, The United Republic of Tanzania, The Republic of Uganda ,The Republic of South Africa 1.12.1 When the journey origins from The Republic of Kenya, The United Republic of Tanzania, The Republic of Uganda, the Republic of South Africa, the commissions are as below: 1.12.1.1 When the journey is carried wholly by CZ (including code-share route when CZ acts as marketing carrier, similarly hereinafter), the commission is simplified as 1% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.12.1.2 When the journey is carried by CZ and other carriers with CZ’s international or regional route included, the commission is 1% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.12.1.3 When the journey is carried by CZ and other carriers which includes CZ’s domestic route only, no commission will be applied. 1.12.1.4 When the journey is carried wholly by other carriers, no commission will be applied. 1.12.2 When the journey origins from all points out of India, no commission will be applied.

1.13 For sales in Oceania (Australia, New Zealand, Fiji and southwest pacific), 1.13.1 When the journey origins from the points in Oceania, including child/infant/labor/emigrant/student/ship’s crew member tickets, the commissions are as below: 1.13.1.1 When the journey is carried wholly by CZ (including code-share route when CZ acts as marketing carrier, similarly hereinafter), the commission for Australia is simplified as 5% of the corresponding published fares and fuel surcharges (excluding taxes showed as TAX and other surcharges and fees). The commission for New Zealand is 5% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.13.1.2 When the journey is carried by CZ and other carriers with CZ’s international or regional route included, the commission for

8 Australia is simplified as 5% of the corresponding published fares and fuel surcharges (excluding taxes showed as TAX and other surcharges and fees). The commission for New Zealand is 5% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.13.1.3 When the journey is carried by CZ and other carriers which includes CZ’s domestic route only, no commission will be applied. 1.13.1.4 When the journey is carried wholly by other carriers, no commission will be applied. 1.13.2 When the journey origins from all points out of Oceania, no commission will be applied.

1.14 For sales in India before 1st Sep 2019, 1.14.1 When the journey origins from India, including child / infant / student / ship’s crew member tickets, the commissions are as below: 1.14.1.1 When the journey is carried wholly by CZ (including code-share route when CZ acts as marketing carrier, similarly hereinafter), the commission is simplified as 3% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.14.1.2 When the journey is carried by CZ and other carriers with CZ’s international or regional route included, the commission is 3% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.14.1.3 When the journey is carried by CZ and other carriers which includes CZ’s domestic route only, no commission will be applied. 1.14.1.4 When the journey is carried wholly by other carriers, no commission will be applied. 1.14.2 When the journey origins from all points out of India, no commission will be applied.

1.15 For sales in India on/after 1st Sep 2019, 1.15.1 When the journey origin from India and the journey is carried wholly by CZ (including code-share flight when CZ acts as marketing carrier), or carried by CZ and other carriers with CZ's international or regional route included, the commission is 1% of the corresponding published fares.

9 1.15.2 When the journey origin from any country or region except India and the journey is carried wholly by CZ (including code-share flight when CZ acts as marketing carrier), or carried by CZ and other carriers with CZ's international or regional route included, the commission is 0% of the corresponding published fares. 1.15.3 When the journey is carried by CZ which includes CZ's domestic route （excluding Hong Kong/Macao/Taiwan）only, or carried wholly by other carriers, no commission will be applied. 1.15.4 When a ticket is reissued on/after 01st Sep 2019,the new commission can be applied to the fare difference between the original fare and the new fare, but the differences of taxes, surcharges and fees are excluded. If any different policy shown in GDS system, agents have to manually modify the commission in accordance with this policy during ticketing.

1.16 For sales in Sri Lanka, 1.16.1 When the journey origins from the agency country or region, including child / infant / student / ship’s crew member tickets, the commissions are as below: 1.16.1.1 When the journey is carried wholly by CZ (including code-share route when CZ acts as marketing carrier, similarly hereinafter), the commission is simplified as 5% of the corresponding published fares and fuel surcharges (excluding taxes showed as TAX and other surcharges and fees). 1.16.1.2 When the journey is carried by CZ and other carriers with CZ’s international or regional route included, the commission is 5% of the corresponding published fares and fuel surcharges (excluding taxes showed as TAX and other surcharges and fees). 1.16.1.3 When the journey is carried by CZ and other carriers which includes CZ’s domestic route only, no commission will be applied. 1.16.1.4 When the journey is carried wholly by other carriers, no commission will be applied. 1.16.2 When the journey origins from all points out of the agency country or region, no commission will be applied.

1.17 For sales in Bangladesh,

10 1.17.1 When the journey origin from all points except for Bangladesh, no commissions will be applied. 1.17.2 When the journey origin from the points of Bangladesh, the commissions are as below: 1.17.2.1 When the journey is carried wholly by CZ(including code-share route when CZ acts as marketing carrier, similarly hereinafter), the commission is simplified as 7% of the corresponding published fares; 1.17.2.2 When the journey is carried by CZ and other carriers, the commission is 7% of the corresponding published fares 1.17.2.3 When the journey is carried wholly by other carriers, or carried by CZ and other carrier including CZ's domestic flights only, no commissions will be applied. For sales in Bangladesh, both gross fare and fuel surcharge (YR) is allowed to take commission.

1.18 For sales in Cambodia, 1.18.1 When the journey origin from Cambodia and the journey is carried wholly by CZ (including code-share flight when CZ acts as marketing carrier), or carried by CZ and other carriers with CZ’ s international or regional route included, the commission is 4% of the corresponding published fares. 1.18.2 When the journey origin from any country or region except Cambodia and the journey is carried wholly by CZ (including code-share flight when CZ acts as marketing carrier), or carried by CZ and other carriers with CZ’s international or regional route included, the commission is 0% of the corresponding published fares. 1.18.3 When the journey is carried by CZ which includes CZ’ s domestic routes (excluding Hong Kong/Macao/Taiwan) only, or carried wholly by other carriers, no commission will be applied. 1.18.4 When a ticket is reissued on/after 01st Jan 2019，the new commission can be applied to the fare difference between the original fare and the new fare, but the differences of taxes, surcharges and fees are excluded.

1.19 For sales in Singapore and Johor in Malaysia:

11 1.19.1 When the journey origins from Singapore, including child / infant / student / ship’s crew member tickets, the commissions are as below: 1.19.1.1 When the journey is carried wholly by CZ (including code-share route when CZ acts as marketing carrier, similarly hereinafter), the commission is simplified as 4% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.19.1.2 When the journey is carried by CZ and other carriers with CZ’s international or regional route included, the commission is 4% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.19.1.3 When the journey is carried by CZ and other carriers which includes CZ’s domestic route only, no commission will be applied. 1.19.1.4 When the journey is carried wholly by other carriers, no commission will be applied. 1.19.2 When the journey origins from all points out of Singapore, no commission will be applied.

1.20 For sales in Thailand, Maldives, Laos, Brunei, The Philippines, Burma, Indonesia and Malaysia except Johor, 1.20.1 When the journey origins from the agency country or region, including child / infant / student / ship’s crew member tickets, the commissions are as below: 1.20.1.1 When the journey is carried wholly by CZ (including code-share route when CZ acts as marketing carrier, similarly hereinafter), the commission is simplified as 5% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.20.1.2 When the journey is carried by CZ and other carriers with CZ’s international or regional route included, the commission is 5% of the corresponding published fares (excluding all taxes, surcharges and fees). 1.20.1.3 When the journey is carried by CZ and other carriers which includes CZ’s domestic route only, no commission will be applied. 1.20.1.4 When the journey is carried wholly by other carriers, no commission will be applied.

12 1.20.2 When the journey origins from all points out of the agency country or region, no commission will be applied.

1.21 For sales in Sweden, Denmark, Norway , Finland, Iceland, Poland, Moldova, Latvia, Estonia, Lithuania, Czech, Slovakia, Hungary, Austria, Germany, United Kingdom， Ireland， Italy, Malta, Netherlands, Belgium, Luxembourg, Greece, Cyprus, France, Monaco, Spain, Portugal, Andorra, Croatia, Slovenia, Bosnia and Herzegovina, Macedonia, Romania, Bulgaria, Albania, Serbia, Switzerland, Algeria, United Arab Emirates(UAE), U.S.A, Mexico, Korea, Vietnam, Nepal ,no commission will be applied.

1.22 For sales in Saudi Arabia, Turkey, Kuwait, Lebanon, Oman, Qatar, Jordan, Bahrain, Iraq, Syria, Egypt, Nigeria, Republic of the Congo, Cote d'Ivoire , Gabon, Cameroon, Senegal, Benin, Mali, Burkina Faso, Niger, Ghana, Togo, Chad, Democratic Republic of the Congo, Mauritania, Ethiopia, including child/infant/labour/emigrant/student/seaman member tickets, no commission will be applied.

1.23 For sales in Zambia, Angola, Zimbabwe, Malawi, Mozambique, Botswana, Namibia, Swaziland, Lesotho, Madagascar, Comorin and Mauritius, including child/infant/ labour/emigrant/student/seaman member tickets, no commission will be applied.

1.24 For sales in areas except mentioned above, 1.24.1 The route carried wholly by CZ, the commission is 9% of fare. 1.24.2 The route carried by CZ and other carriers, the commission is 7% of fare. 1.24.3 The route carried wholly by other carriers, no commission.

2 Unnecessary GDS Booking fee of GDS To reduce the costs associated with inactive segments and other booking-related practices which cause negative inventory consequences, China Southern Airlines (CZ) has implemented a formal GDS booking policy. 2.1 GDS Booking

13 2.1.1 Booking policy terms AGENT has responsibility to take action base on the following recommendation list to avoid unnecessary booking fee of GDS: (1) Tickets must be booked and issued within the same GDS. (2) Do not issue passive tickets. (3) Holding inventory for future is prohibited. False or speculative booking, including blocking seats or holding a reservation due to expected demand, or the customer’s indecision, are not permitted under any circumstances. (4) Cancel bookings before ticketing deadlines (5) During booking, agents should leave passengers’ contact or agents’ mailbox information in PNR. When agent receive Q message concerning schedule change or flight cancellation, agent has the responsibility to inform passenger as soon as possible through effective ways, such as email, phone call or messages on APP. (6) Promptly remove all non-productive segments with status codes of HX/NO/UC/UN/HL from the PNR. Promptly remove all non-productive segments with status codes of HX, NO, UC, UN, HL, SC, TL, TN, UU, US, PN ,WL, WN ,DL, DS, IX, MM, RM, GL from the PNR.

2.1.2 Irregularities booking operation Making fake or virtual bookings includes but is not limited to the followings: (1) Making duplicated reservations on the same segment and/or same flight with a same passenger name; (2) Making duplicated reservations on the same segment and/or same flight in consecutive days with a same passenger name; (3) Using fake ticket number on bookings. Fake ticket number includes non-existent number, number of the voided or refunded ticket, or number does not match PNR information (passenger name, flight number, flight date, bookings class, date of issuance, etc.) (4) Making duplicated bookings with same passenger identity information; (5) Making reservation with fake passenger identity information; (6) Making reservation but not generating PNR in 10 minutes; (7) Voiding/refunding/reissuing/exchanging a ticket or knowing travel has been canceled by a passenger but not cancelling the original booking in

14 time; (8) Making reservation but not to issue relevant tickets, or making partial issuance to part of the passengers or part of the travel segments; (9) Making reservation with duplicated segments or obvious misconnections; (10) Making fake or duplicated bookings using auto computer program; (11) Making reservation on K/Q/N class for domestic flights or N/R class for international flights individually without booking connecting segments at the same time.

2.2 The standard of punishment 2.2.1 Accredited agents

For violation on booking policy terms and cost unnecessary booking fee of

GDS, the agent should compensate for the loss.

(1) In case that agents fail to inform passenger of schedule change or flight cancellation which leads to passenger complaints, agents should pay 1000 RMB compensation or equal local currency per ticket. (2) Duplicate booking - Multiple seats for a passenger, including but not limited to multiple seats with the same origin and destination, or multiple flight trips that are not possible at the same time, and duplicated booking in different GDS. The agent should compensate for $8 per flight segment for duplicate booking. (3) Churning - More than 3 times of cancellation and booking on the same passenger name, flight date and itinerary. 5 US dollars compensation for each segment since the fourth time. (4) Inactive Segments - It is agent’s responsibility to monitor the queues and release inactive segments with HX, UN, UC, NO, SC, TK, TL, TN, UU, US, PN, WL, WN, DL, DS, IX, MM, RM, GL or WK status codes from the booking. Fail to remove these segments in 24 hours before departure would result in a 5 US dollars compensation for each segment. (5) Fictitious Name - pay 8 US dollars per flight segment for compensation. Any other violations - 5 US dollars compensation for each segment.

15 2.2.2 Unaccredited agents If more than 3 times violations are found, the agent will be blocked according to the BIDT billing audit data. If the agent applies for unblocking, it must compensate for the loss according to the violation standard of the accredited agents beforehand.

3 Ticket Handling The following irregularities ticket handling operations may cause punishment: (1) Uncompleted passenger contact details (2) Unreported (3) Under collected taxes (4) Under collections of fares / incorrect fares (5) Double Refunds – Refunds via BSPlink and manual (6) Credit card chargebacks / Fraudulent use of credit card (7)Re-issuance without endorsements of other airline tickets (8) Booking classes versus fare basis class as per fare rules (9) Published fares and/or fare rules not respected (10) IT fares and/or fare rules not respected (11) Ticketing deadline violation (12) Cancellation fees or Administration fees not deducted on refunds (13) Other fees that are not collected or under collected, including but not limited to: no show fees, change fees, rebooking fees. (14) Interline tickets issued when no interline agreement exists (15) Ticket issued with an OPEN segment status whereas the fare basis does not permit an open segment status (16) Ticket issued with a segment status NOT CONFIRMED whereas the fare basis demands that all segments be confirmed

4 Irregularities Operations on Reserving the US related flights The Transportation Security Administration (TSA) regulated that the operating airlines must go through the process of Secure Flight system

16 verification for passenger who fly to, fly away from or fly across the United States. It cannot go through the Secure Flight system if the personal information edited after the passenger reservation record has been created. Please noted that: 4.1 When dealing with reservation for the U.S. related flights, all agents should inform passengers to provide correct and complete personal information. 4.2 Within 72 hours prior to the departure of U.S related flight, any departments and agents are not allowed to edit the passenger personal information (SSR DOCS), including but not limited to editing name or surname, replenishing names, editing genders, date of birth, passport numbers, increasing/ deleting characters or space. When a passenger asks for a relevant change, agent should also inform the passenger of the regulation. Any relevant change must be processed according to the regulation of voluntary refund. If the change meets name modification regulation, it is a must to cancel the original PNR, refund the ticket, rebook the PNR and issue a new ticket. 4.3 For those agents which have their own websites or self-constructed systems, should conduct system improvement for avoiding violated operations. 4.4 On the account of the violated operation of agents, the violated agent should compensate for the loss of penalization to our company by TSA or the loss of refusing the related flight for entry.

5 Credit Card Surcharge For Sales in Australia And New Zealand

For sales in Australia and New Zealand on/after 1st JUL 2019 (date of issuance),when the tickets are paid by credit card, the surcharge for the passenger should be collected. If agents fail to collect the surcharge, China Southern Airlines will issue ADM accordingly.

17 6 Appendix

China Southern Airlines Local office contact information:

Office MARKET DIVISION Public Email Saudi Arabia；Turkey and other countries of Middle East Area except Iran, Israel, Afghanistan, Countries of Africa except Morocco, Algeria, Tunisia,Kenya, Uganda, wangleid@csai Dubai Office Tanzania，Zambia，Angola，Zimbabwe， r.com Malawi，Mozambique，Botswana， Namibia，South Africa，Swaziland， Lesotho，Madagascar，Comoros and Mauritius

18 Kenya, Uganda, Tanzania，Zambia， Angola，Zimbabwe，Malawi，Mozambique， huanggw@csa Nairobi Office Botswana，Namibia，South Africa， ir.com Swaziland，Lesotho，Madagascar， Comoros，Mauritius liuzhea@csair. London Office England, Ireland com Russia Area expect for Novosibirsk region, Ukraine Area, Belarus; Estonia, Latvia, wen.wang@m Moscow Office Lithuania and Moldova in Eastern Europe; ail.ru Mongolia csair.manila@ Manila Office The Philippines gmail.com New South Wales, Canberra Area, The [email protected] Office Southwest Pacific Area excluding Australia m.au and New Zealand [email protected] Office Vitoria, Tasmania, m.au Queensland( Except for the area north of [email protected] Office Mackay) , Fuji .au Michaelwang Office West Australia @csair.com.au Simon.ao@csa Adelaide Office South Australia ir.com.au North of Mackay in Queensland [email protected] Cairns Office area( except for Mackay), Northern om.au Territory, [email protected] Office New Zealand North Island Area m.nz rebecca@csair. Christchurch Office New Zealand South Island Area co.nz

19 Western Europe: Holland, Belgium, Luxemburg, Central Europe: Poland, Czech, Slovakia, Hungary; The Countries in Office [email protected] Balkans: Greece, Israel, Cyprus, Austria; Northern Europe: Sweden, Norway, Finland, Denmark, Iceland gloriacsair@ou Delhi Office India tlook.com flight364@cs-a Bangkok Office Thailand, Sri Lanka, Laos, Maldives ir.truemail.co.t h aileen_sincz@y Singapore Office Singapore, Malaysia Bahru Area ahoo.com.sg Malaysia (except for Bahru Area, kulcsn@gmail. Kuala Lumpur Office Area and Langkawi Area), Brunei com penddcz@126. Penang Office Malaysia: Penang Area, Langkawi Area com Western Europe: France and Monaco; Southwest Europe: Spain , Portugal, Andorra and San Marino; The Countries in odile.toiron@c Balkans: Yugoslavia, Croatia, Slovenia, Paris Office hinasouthern.f Bosnia and Herzegovina, Macedonia, r Romania, Bulgaria, Albania, Serbia; Central Europe: Switzerland, Liechtenstein; Northern Africa: Morocco, Algeria, Tunisia [email protected] Roma Office Italy, Malta, Vatican, San Marino om gaojian@cs-air Frankfurt Office Germany .de czbusiness@cs Korea Region Korea -air.co.kr [email protected] Japan Region Japan p Rangoon Office Burma zheng-lei@csa

20 ir.com [email protected] Phnom Penh Office Cambodia m zhenglz@csair. Jakarta Office Indonesia com sgnsales@csair Ho Chi Minh Office Central and South Area of Vietnam .vn Hanoi Office North Area of Vietnam [email protected] liuwenbin@csa Kathmandu Office Nepal ir.com [email protected] Dacca Office Bengal om [email protected] Office Taiwan area of China om.tw Uygur [Uighur] Autonomous Region, and Kazakhstan, Kyrgyzstan, Uzbekistan, Tajikistan, Turkmenistan, [email protected] Xinjiang Office Armenia, Georgia, Afghanistan, m Azerbaijan, Pakistan, Iran and Novosibirsk Region of Russian Federation's territory [email protected] Alma-Ata Office Kazakhstan om [email protected] Astana Office Kazakhstan om @csai Ashkhabad Office Turkmenistan r.com Hoche Office Kyrgyzstan [email protected] bishkek@csair. Bishkek Office Kyrgyzstan com [email protected] Baku Office Azerbaijan m [email protected] Teheran Office Iran om

21 dushanbe@csa Duschanbe Office Tajikistan ir.com khujand@csair Khujand Office Tajikistan .com tashkent@csai Tashkent Office Uzbekistan r.com [email protected] Tbilisi Office Georgia m novosibirsk@c Novosibirsk Office Novosibirsk sair.com New York, New Jersey, Florida, Ohio, North Carolina, Washington, D.C., Pennsylvania, Georgia, Indiana, Michigan, Virginia, Maryland, Minnesota, Louisiana, Puerto Rico (country), the Bahamas czyyzsa@cs-air New York Office (country), Alabama，Connecticut， .ca Delaware，Kentucky，Maine， Massachusetts，Mississippi，New Hampshire，Aquidneck Island，south Carolina，Tennessee, Vermont, West Virginia Central and South America except for the management region of New York Office CZSUPPORT@ Office San Francisco Office and Mexico City CSAIR.US Office

Ontario, Quebec, New Brunswick, Nova czyyzsa@cs-air Toronto Office scotia, Prince Edward Island, .ca Newfoundland and Labrador region

North Carolina St Tennessee ate, sfosales@csair. San Francisco Office Washington, Oregon, Alaska, Montana, us Idaho, Wyoming, Canada(Except for the management Office [email protected] region of Toronto Office)

22 Mexico atencionaclien Mexico City Office tes.mex@csair. us

We sincerely appreciate your understanding and cooperation. Thank you for your continued support.

China Southern Airlines

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