SCHEDULE CHANGES

NOV 2019 – JAN 2020

PLANNED SCHEDULE CHANGES ICELANDAIR Update: August 2019

CONTENTS PLANNED SCHEDULE CHANGES ...... 2 WHAT IS A PLANNED SCHEDULE CHANGE? ...... 2 RESPONSIBLE PARTY ...... 2 SCHEDULE CHANGE HANDLING ...... 2 TICKET REISSUE ...... 2 FORTHCOMING POLICY UPDATES ...... 2 GENERAL REISSUE GUIDELINES ...... 3 ICELANDAIR SEGMENTS IMPACTED: ...... 3 OTHER AIRLINE SEGMENTS IMPACTED: ...... 3 HOW TO REISSUE: ...... 3 GENERAL REFUND GUIDELINES...... 3 ICELANDAIR PLANNED SCHEDULE CHANGES ...... 4 COPENHAGEN ...... 4 CHICAGO ...... 5 DUBLIN ...... 5 LONDON GATWICK...... 6 MINNEAPOLIS ...... 7 MUNICH ...... 7 PARIS ...... 8 PORTLAND ...... 8 SAN FRANCISCO ...... 9 VANCOUVER ...... 9 ICELANDAIR ZONES ...... 10 GUIDELINES FOR CODESHARE FLIGHTS ...... 11 GUIDELINES FOR INTERLINE FLIGHTS ...... 12 RIGHT TO CARE ...... 14 FREQUENTLY ASKED QUESTIONS AND ANSWERS: ...... 15

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PLANNED SCHEDULE CHANGES

WHAT IS A PLANNED SCHEDULE CHANGE?

▪ A planned schedule change is an adjustment to a flight schedule made by either Icelandair (FI) or another airline (OA) more than 14 days in advance. ▪ Rebooking or refund is allowed if schedule change results in: 1. Misconnections 2. Unacceptable time change 3. Cancellation, no reprotection offered

RESPONSIBLE PARTY

▪ The 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. ▪ 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, PNRs 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.

SCHEDULE CHANGE HANDLING

❖ The carrier with the revised schedule will send an 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 may apply. ▪ In order to avoid an airline debit memo (ADM), we kindly ask you to use the correct reservation booking designator (RBD) for each airline

FORTHCOMING POLICY UPDATES

▪ Updated guidelines will be sent out as soon as new agreements are made with other airlines.

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GENERAL REISSUE GUIDELINES

Schedule changes made more than 24 hours prior to departure of the originally scheduled time should be handled by the stock owner. Any changes made within 24 hours prior to departure should be handled by the airline that made the change. ICELANDAIR SEGMENTS IMPACTED:

FI*FI - Flights marketed and operated by Icelandair:

▪ Rebook to alternative FI*FI in the original class of service (RBD) ▪ If the original RBD is not available, please book the lowest RBD within the same cabin ▪ G class with Icelandair should only be used for groups ▪ Return flight may be changed to maintain trip length

FI*OA - Flights marketed by Icelandair and operated by another airline:

▪ Book the closest available scheduled Icelandair flight, within 7 days before or 7 days after the originally booked flight. Always book within the same cabin ▪ Return flight may be changed to maintain trip length OTHER AIRLINE SEGMENTS IMPACTED:

OA*OA – Flights marketed and operated by another airline:

▪ For schedule changes made more than 24 hours prior to departure, the stock owner must reissue ▪ Icelandair codeshare flights should be treated as FI*FI flights ▪ Book the closest available scheduled Icelandair flight, within 7 days before or 7 days after the originally booked flight. Always book within the same cabin ▪ Rebook to first available FI flight. Change of destination only allowed within the same zone. HOW TO REISSUE:

Tickets should be reissued by the Travel Agent

▪ Process as an even-exchange with the following endorsements: ENDBOX: REI DUE SKCHG/FIXXX(or OAXXX)/DDMMM* OS FI: REI DUE SKCHG/FIXXX (or OAXXX)/DDMMM* ▪ Please disassociate or re-associate any EMD’s issued for ancillary services.

GENERAL REFUND GUIDELINES

Refunds are allowed without pre-authorization in the following scenarios:

1. Flight is cancelled, no acceptable protection found. 2. Schedule change results in misconnection, no acceptable protection found. 3. Change results in unacceptable time change, no acceptable protection found. 4. Delay/time change of flight is more than two (2) hours from the originally scheduled time of departure.

Pre-authorization is required for any other scenario not listed. Please contact [email protected] for authorization.

Icelandair does not use waiver codes, thus the FE line needs to be inserted in the booking to avoid an ADM.

Please process refund as follows:

ARC agencies – please process refund via ARC

BSP agencies – please process refund via BSP-link by using the following endorsements:

▪ WAIVER CODE BOX: REF DUE SKCHG/FIXXX/DDMMM* ▪ OS FI: REF DUE SKCHG/FIXXX/DDMMM*

* FIXXX = FI flight number *DDMMM = DAY + MONTH (i.e. 02MAY)

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ICELANDAIR PLANNED SCHEDULE CHANGES

COPENHAGEN

Route Date Flight No. Change 27.10.2019 FI206/207 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 28.10.2019 FI206/207 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 1.11.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 1.11.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 2.11.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 4.11.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 7.11.2019 FI206/207 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 8.11.2019 FI206/207 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 8.11.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 9.11.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 15.11.2019 FI206/207 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 15.11.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 16.11.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 17.11.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 22.11.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 22.11.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 23.11.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS KEF - CPH 24.11.2019 FI206/207 FLIGHT CANCELLED - PAX ON OTH CPH FLTS CPH - KEF 29.11.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 29.11.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 30.11.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 1.12.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 6.12.2019 FI206/207 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 6.12.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 7.12.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 8.12.2019 FI206/207 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 13.12.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 13.12.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 20.12.2019 FI216 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 21.12.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 23.12.2019 FI206/207 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 27.12.2019 FI212 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 28.12.2019 FI203 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 31.12.2019 FI212 FLIGHT CANCELLED - PAX ON OTH CPH FLTS 03.01.2019 FI206/207 FLIGHT CANCELLED - PAX ON OTH CPH FLTS

The flights have been cancelled and passengers have been rebooked on earlier or later flights to/from Copenhagen on the same day. Passengers that have been re-accommodated to a new flight: • Full Refund • Courtesy change to another date +/- 7 days on a flight operated and marketed by Icelandair. • No hotel costs will be reimbursed by Icelandair. Continued on page 6 www.icelandair.com | agents.icelandair.com | [email protected] 4 PLANNED SCHEDULE CHANGES ICELANDAIR Update: August 2019

Passengers that will miss their connections:

• Full Refund • Travel to/from Copenhagen +/- 7 days on a flight operated and marketed by Icelandair. • Travel to/from another FI destination within the same zone. Flight must be operated and marketed by Icelandair. • Icelandair will reimburse train tickets between airports. • Claims must be sent though www.icelandair.com and will be handled after travel.

CHICAGO

Route Date Flight No. Change 05.11.2019 FI852/853 FLIGHT CANCELLED - PAX IN UN 12.11.2019 FI852/853 FLIGHT CANCELLED - PAX IN UN KEF – ORD 19.11.2019 FI852/853 FLIGHT CANCELLED - PAX IN UN ORD – KEF 26.11.2019 FI852/853 FLIGHT CANCELLED - PAX IN UN 03.12.2019 FI852/853 FLIGHT CANCELLED - PAX IN UN 10.12.2019 FI852/853 FLIGHT CANCELLED - PAX IN UN

The flight has been cancelled and passengers will have a UN segment in their reservations. Please offer the following options: • Full Refund • Travel to/from Chicago +/- 7 days on a flight operated and marketed by Icelandair. • Travel to/from another FI destination within the same zone. Flight must be operated and marketed by Icelandair. • Icelandair will reimburse train tickets between airports. • Claims must be sent though www.icelandair.com and will be handled after travel.

DUBLIN

Route Date Flight No. Change 06.11.2019 FI416/417 FLIGHT CANCELLED – PAX IN UN KEF – DUB 13.11.2019 FI416/417 FLIGHT CANCELLED – PAX IN UN DUB – KEF 20.11.2019 FI416/417 FLIGHT CANCELLED – PAX IN UN 27.11.2019 FI416/417 FLIGHT CANCELLED – PAX IN UN

The flights have been cancelled and passengers will have a UN status in the reservation. Please offer the following options: • Full Refund • Travel to/from Dublin +/- 7 days on a flight operated and marketed by Icelandair. • Travel to/from another FI destination within the same zone. Flight must be operated and marketed by Icelandair. • Icelandair will reimburse train tickets between airports. • Claims must be sent though www.icelandair.com and will be handled after travel.

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LONDON GATWICK

Route Date Flight No. Change 03.11.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 09.11.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 10.11.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 16.11.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 17.11.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 23.11.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 24.11.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 30.11.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT

KEF – LGW 01.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT LGW – KEF 03.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 04.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 07.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 08.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 10.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 11.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 14.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 15.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 22.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT 29.12.2019 FI470/471 FLIGHT CANCELLED - PAX ON OTHR LON FLIGHT

All passengers have been rebooked to our flights to/from London Heathrow or an evening flight to/from London Gatwick

For passengers that have been offered an alternative flight on the same day:

• A full refund can be offered • A courtesy change to another FI flight +/- 7 days is allowed (within same cabin) No hotel or transport costs will be reimbursed by Icelandair

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MINNEAPOLIS

Route Date Flight No. Change 07.11.2019 FI657/656 FLIGHT CANCELLED - PAX IN UN 14.11.2019 FI657/656 FLIGHT CANCELLED - PAX IN UN 21.11.2019 FI657/656 FLIGHT CANCELLED - PAX IN UN KEF – MSP 28.11.2019 FI657/656 FLIGHT CANCELLED - PAX IN UN MSP – KEF 05.12.2019 FI657/656 FLIGHT CANCELLED - PAX IN UN 12.12.2019 FI657/656 FLIGHT CANCELLED - PAX IN UN 19.12.2019 FI657/656 FLIGHT CANCELLED - PAX IN UN 26.12.2019 FI657/656 FLIGHT CANCELLED - PAX IN UN

The flights have been cancelled and passengers will have a UN status in the reservation. Please offer the following options: • Full Refund • Travel to/from Minneapolis +/- 7 days on a flight operated and marketed by Icelandair. • Travel to/from another FI destination within the same zone. Flight must be operated and marketed by Icelandair. • Icelandair will reimburse train tickets between airports. • Claims must be sent though www.icelandair.com and will be handled after travel.

MUNICH

Route Date Flight No. Change 05.11.2019 FI532/533 FLIGHT CANCELLED - PAX IN UN KEF – MUC 12.11.2019 FI532/533 FLIGHT CANCELLED - PAX IN UN MUC – KEF 19.11.2019 FI532/533 FLIGHT CANCELLED - PAX IN UN 26.11.2019 FI532/533 FLIGHT CANCELLED - PAX IN UN

The flights have been cancelled and passengers will have a UN status in the reservation. Please offer the following options: • Full Refund • Travel to/from Munich +/- 7 days on a flight operated and marketed by Icelandair. • Travel to/from another FI destination within the same zone. Flight must be operated and marketed by Icelandair. • Icelandair will reimburse train tickets between airports. • Claims must be sent though www.icelandair.com and will be handled after travel.

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PARIS

Route Date Flight No. Change 02.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 03.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 04.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 07.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 10.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 11.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 14.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 15.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 17.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 18.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 CDG – KEF 21.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 KEF – CDG 22.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 24.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 25.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 28.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 29.11.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 01.12.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 02.12.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 06.12.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 08.12.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 09.12.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543 16.12.2019 544/545 FLIGHT CANCELLED – PAX ON FI542/543

The flights have been cancelled and passengers have been rebooked on another flight to/from Paris on the same day. All changes will be subject to fare rules.

PORTLAND

Route Date Flight No. Change

KEF – PDX 26.10.2019- FI664/665 FLIGHT CANCELLED - PAX IN UN PDX – KEF 29.12.2019

Options to be announced

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SAN FRANCISCO

Route Date Flight No. Change 30.10.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 31.10.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 06.11.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 07.11.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 13.11.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 14.11.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 20.11.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 21.11.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 27.11.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT KEF – SFO 28.11.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT SFO – KEF 04.12.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 05.12.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 11.12.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 12.12.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 18.12.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 19.12.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 01.01.2020 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 02.01.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 08.01.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT 09.01.2019 FI862/863 FLIGHT CANCELLED – PAX ON OTHER SFO FLIGHT

The flights have been cancelled and passengers have been moved to FI863/862 the day before their original travel date. Please offer the following options: • Full Refund • Travel to/from SFO +/- 7 days on a flight operated and marketed by Icelandair. • Travel to/from another FI destination within the same zone. Flight must be operated and marketed by Icelandair.

VANCOUVER

Route Date Flight No. Change 16.10.2019 FI697 FLIGHT CANCELLED - PAX IN UN 17.10.2019 FI696 FLIGHT CANCELLED - PAX IN UN 17.10.2019 FI697 FLIGHT CANCELLED - PAX IN UN KEF – YVR 18.10.2019 FI696 FLIGHT CANCELLED - PAX IN UN YVR – KEF 19.10.2019 FI697 FLIGHT CANCELLED - PAX IN UN 20.10.2019 FI696 FLIGHT CANCELLED - PAX IN UN 23.10.2019 FI697 FLIGHT CANCELLED - PAX IN UN 24.10.2019 FI696 FLIGHT CANCELLED - PAX IN UN

The flights have been cancelled and passengers will have a UN segment in their reservations. Please offer the following options: • Full Refund • Travel to/from YVR +/- 7 days on a flight operated and marketed by Icelandair. • Travel to/from another FI destination within the same zone. Flight must be operated and marketed by Icelandair. • Icelandair will reimburse train public transport between airports. • Claims must be sent though www.icelandair.com and will be handled after travel.

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ICELANDAIR ZONES

EU ZONE 1 EU ZONE 2 US/CA ZONE 1 US/CA ZONE 2 ARN AMS BOS ANC BLL BRU EWR DEN BGO CDG IAD PDX CPH DUS JFK SEA DUB FRA MCI SFO GLA GVA MCO YEG GOT HAM MSP YVR HEL MAD ORD LGW MUC PHL LHR MXP YUL MAN TXL YYZ OSL ZRH

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GUIDELINES FOR CODESHARE FLIGHTS

Passengers must be holding ONE TICKET issued on 108 ticket stock. Non-revenue and industry discount tickets are excluded

Planned Schedule Changes – FI flight changed and/or planned schedule change with other airline (OA)

FI flight rebooked, same booking class booked or the next available booking class in the same cabin of service.

If OA’s flight is in the ticket, then: flights must be rebooked to the same final destination. Same booking class for OA’s flight number if available.

When FI*OA - Flights marketed by Icelandair and operated by another airline are cancelled the passenger must be rebooked with the operating airlines flight number according to the table below:

Please note: Only airline operated flights may be used. No codeshare flights are allowed.

Airline Booking classes (RBD) AS – Alaska Airlines If AS flight number booked, please use the following booking classes: Economy from lowest to highest: R, T, G, K, V, L, Q, H, M, B, S, Y Business class from lowest to highest: P, F AY – Finnair If AY flight number booked, please use the following booking classes: Economy from lowest to highest: Between HEL and CPH/OSL/STO and v.v.: W, R, Z, O, Q, N, S, V, L, T, P, M, K, H, B, Y Business class from lowest to highest: Between HEL and CPH/OSL/STO and v.v.: I, D, C, J B6 – JetBlue If B6 flight number booked, please use the following booking classes: Economy from lowest to highest: P, S, U, O, Z, M, W, R, V, L, B, Q, H, K, E, Y Business class from lowest to highest: I, D, C, J SK – SAS Scandinavian If SK flight number booked, please use the following booking classes: Please book the lowest booking class available, both for economy class and business class.

SU – Aeroflot If SU flight number booked, please use following booking classes: Economy from lowest to highest: Between MOW and OSL/CPH/STO/AMS and v.v.: E, T, L, H, K, U, M, B Business class from lowest to highest: Between MOW and OSL/CPH/STO/AMS and v.v.: I, D, C

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GUIDELINES FOR INTERLINE FLIGHTS

Passengers must be holding ONE TICKET issued on 108 ticket stock. Non-revenue and industry discount tickets are excluded

Planned Schedule Changes – FI flight changed and/or planned schedule change with other airline (OA)

FI flight/date changed or flight route cancelled If FI needs to rebook on other airlines (add a coupon) in order to get the passenger to the next available FI gateway.

OA’s might have rebooked passenger on a new flight. If not or that flight must be changed, please use the booking classes as per below if possible.

Please note: Only airline operated flights may be used. No codeshare flights are allowed.

Airline Booking classes (RBD) AF/KL – Air France/KLM Business published fares & normal economy published fares: Please book the lowest class available, both for economy class and business class. Business unpublished & economy special fares published/unpublished: Economy from lowest to highest: R, E, Q Business class from lowest to highest: Z AS – Alaska Airlines Published/unpublished (private) fares: Economy from lowest to highest: R, T, G, K, V, L, Q, H, M, B, S, Y Business class from lowest to highest: P, F AY – Finnair Published/unpublished (private) fares: Economy from lowest to highest: Between HEL and CPH/OSL/STO and v.v.: W, R, Z, O, Q, N, S, V, L, T, P, M, K, H, B, Y Between HEL and TYO/OSA/NGO/FUK v.v.: S, M, H Between HEL and HKG/SIN/BKK/PEK/CKG/SHA/DEL/SEL and v.v.: O, S, T, H Between HEL and BUD/PRG/LED/MOW/WAW/VNO/RIX/TLL and v.v.: R, O, S, T, H Between HEL and MHQ/TKU/TPM/JOE/KUO/VAA/OUL/RVN/IVL and v.v.: R, O, S, T, H Business class from lowest to highest: Between HEL and CPH/OSL/STO and v.v.: I, D, C, J Between HEL and TYO/OSA/NGO/FUK v.v.: I Between HEL and HKG/SIN/BKK/PEK/CKG/SHA/DEL/SEL and v.v.: I Between HEL and BUD/PRG/LED/MOW/WAW/VNO and v.v.: I A3 – Aegean Airlines Published/unpublished (private) fares: Economy from lowest to highest: U, S, K, Q Business class from lowest to highest: Z, D BE – FlyBe Published/unpublished (private) fares: Economy from lowest to highest: A, X, E, S, B, T, R Business class from lowest to highest: Not applicable BT – Air Baltic Published fares: Please book the lowest class available, both for economy class and business class. Unpublished (private) fares: Economy from lowest to highest: U, W, A, Q, M Business class from lowest to highest: D

B6 – JetBlue Published/unpublished (private) fares: Economy from lowest to highest: P, S, U, O, Z, M, W, R, V, L, B, Q, H, K, E, Y Business class from lowest to highest: I, D, C, J EK – Emirates Published/unpublished (private) fares: Economy from lowest to highest: Q, K Business class from lowest to highest: O EY – Etihad Airways Published/unpublished (private) fares: Economy from lowest to highest: U, V, L, Q, M, K, H Business class from lowest to highest: W, D

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Airline Booking classes (RBD) IB - Iberia Published fares: Please book the lowest class available, both for economy class and business class Unpublished (private) fares: Economy from lowest to highest: N, V, L Business class from lowest to highest: D JP – Adria Airways Published/unpublished (private) fares: Economy from lowest to highest: S, V, Q Business class from lowest to highest: D LG – Luxair Published/unpublished (private) fares: Economy from lowest to highest: L, M Business class from lowest to highest: Z LO – LOT Polish Airlines Published/unpublished (private) fares: Economy from lowest to highest: W, V, T, K, H Business class from lowest to highest: Z LX – Swiss Air Lines Published fares: Please book the lowest class available, both for economy class and business class Unpublished (private) fares: Economy from lowest to highest: T, H Business class from lowest to highest: Not applicable OK – Czech Airlines Published fares: Please book the lowest class available, both for economy class and business class. Unpublished (private) fares: Economy from lowest to highest: N, V, U, Q, X, L, A, T, K, H, B, M, Y Business class from lowest to highest: I, D, C, J OS – Austrian Airlines Published/unpublished (private) fares: Booking classes for OS: Economy from lowest to highest: S, W Business class from lowest to highest: Z PD – Porter Airlines Published/unpublished (private) fares: Economy from lowest to highest: I, J Business class from lowest to highest: Not applicable SK – SAS Scandinavian Published/unpublished (private) fares: Please book the lowest class available, both for economy class and business class. SU – Aeroflot Published/unpublished (private) fares: Economy from lowest to highest: Between MOW and OSL/CPH/STO/AMS/LED/VOG/ROV and v.v.: E, T, L, H Between MOW and BER/MUC/FRA/HEL/PAR/BRU/LON/ZRH and v.v: T, L Between LED and PAR/SVX/OVB/ROV/KRR/KZN/KUF/UFA/CEK/PEE/OMS and v.v: T, L Business class from lowest to highest: D

SY – Sun Country Published/unpublished (private) fares: Economy from lowest to highest: L, Z, V, W, S, Q, H, I, E, M, B, Y Business class from lowest to highest: C, D, X TG – Thai Airways Published/unpublished (private) fares: Economy from lowest to highest: V, S, K, T, Q Business class from lowest to highest: Z, D WS - WestJet Published/unpublished (private) fares: Economy from lowest to highest: L, K, T, X, S, N, Q, H, M, B, Y Premium class from lowest to highest: W

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RIGHT TO CARE

Icelandair is a European airline, therefore when we cancel flights the passengers' rights are protected in EC 261/2004.

When flights are cancelled more than 14 days in advance passengers are not entitled to compensation.

The accommodation rules connected to cancellations are:

„In the event of re-routing when the time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, we must reimburse accommodation in the following cases:

▪ Where a stay of one or more nights becomes necessary, ▪ Where a stay additional to that intended by the passenger becomes necessary “

We consider a stay necessary when passengers are not reasonably able to return home.

Hotel accommodation is based on article 9 of EC 261/2004 as the right to care. According to the article, it makes no difference when the cancellation was made. Passengers are therefore always entitled to the right to care; however, it is important to view hotel reimbursement in connection with the new flight. According to published guidelines under EC 261/2004, the right to care subsists only as long as passengers have to wait for re-routing, under comparable transport conditions, to their final destination at the earliest opportunity.

Passengers who wish to be reimbursed for their ticket are not entitled to hotel reimbursement.

Examples of hotel reimbursement include:

- If a passenger held a confirmed reservation with FI on the 16th and the new flight is the 17th we must reimburse accommodation when he reasonably cannot return home. - If a passenger has a USA-KEF-EUR flight in one ticket and KEF-EUR is cancelled and a hotel night becomes necessary in KEF we need to reimburse hotel accommodation in KEF.

Icelandair considers 215 EUR to be a reasonable price for a double hotel room. Hotel costs are not reimbursed until after the flight has been flown, please advise passengers to send the receipt through the following link: https://www.icelandair.com/support/contact-us/flight-disruptions/

Important:

If a passenger decides to travel earlier than originally planned and is requesting an accommodation charge to be reimbursed after he arrives at his final destination, Icelandair is not obligated to reimburse accommodation under article 9 as the right to care no longer subsists even though he is indeed forced to add an additional night at his destination.

If we take the same example as above regarding a confirmed reservation with FI on the 16th, if the flight is cancelled and the new flight is scheduled on the 15th, we are not liable for any reimbursement under article 9 of EC 261/2004. “

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FREQUENTLY ASKED QUESTIONS AND ANSWERS: Can we change without charge after the first change, when customer changes his mind at later stage? No, any changes after a passenger has been re-accommodated are subject to fare rules.

Can the passenger change the return flight? Yes, the passenger can change the return flight provided same class is available, and the ticket must be reissued at same time as the new flight is approved by passengers. This only applies to flights marketed and operated by Icelandair, if another airline is involved a fare difference may apply.

Can the passenger change his decision last minute before departure and change to different destination, long after changes were made? No, any last-minute changes are subject to fare rules and a change fee and penalty may apply.

If the passenger has two separate tickets travelling from Europe to North America or vice versa and one flight is affected by a schedule change causing a misconnection. Can we fully refund both tickets? No, only the ticket affected by the schedule change can be fully refunded, any other tickets are refunded according to fare rules.

Can the origin or destination be changed? When using flights marketed and operated by Icelandair the origin and destination may be changed within the same zone. When other airlines are involved it is not possible to change the origin or destination.

Do we prefer to use Partner Airlines? Yes, we do, when possible and FI flight are not available.

Which Airlines are in Partnership with Icelandair? Scandinavian Airlines, Finnair, Aeroflot, JetBlue and Alaska Airlines.

If we only have available seats on Saga Premium, can we use them? No, passengers must be rebooked within the same cabin.

Can we upgrade the passengers due to the inconvenience caused by the schedule change? No, unfortunately, we cannot upgrade all passengers and we would like to treat all our passengers equally.

What happens to excess baggage, prepaid food, class up and extra leg room seats? If traveling with another airline, we will refund any services that cannot be used due to the schedule change. This request is to be submitted by the passenger on the Icelandair website. If passengers are rebooked to another Icelandair flight with the same routing the services can be re-associated.

There is an Unaccompanied Minor (UMNR) affected by a schedule change, what should I do? Icelandair only accepts unaccompanied minors on flights marketed and operated by Icelandair. No interlining is permitted. A new service request needs to be requested and approved by Icelandair prior to reissue; please do not reissue tickets unless a new service has been confirmed on the flight.

The passenger has an animal in the hold/pet in cabin, what should I do? Icelandair only accepts animals on flights marketed and operated by Icelandair. No interlining is permitted. Passengers travelling with animals must be re-protected on another Icelandair flight and the service needs to be confirmed. Please note that AVIH is limited to 4 crates per flight and PETC to 1 animal per flight.

If passenger needs to stay extra night due to a schedule change, will Icelandair pay for accommodation? Yes, please see more detailed information under right to care in this document.

If the passenger has a prepaid hotel and tours at destination and will arrive a day later, will we refund those services? No, Icelandair will not refund any pre-paid services.

We have cancelled flight and only have available flights from another city, will Icelandair reimburse transport costs between airports? Yes, Icelandair will reimburse reasonably priced transport costs between airports. A reasonable transportation cost is considered to be a train ticket, airport shuttle or gasoline expenses.

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