USE and ISSUANCE of AIR CANADA E-TICKETS – Europe, Middle East & Africa

USE AND ISSUANCE OF AIR CANADA E-TICKETS – Europe, Middle East & Africa

Effective 1st June, 2008, tickets can no longer be issued using BSP neutral paper ticket stock. The following processes will assist you in issuing e-tickets on or after 1st June, 2008.

1. E-Tickets as of 1st June, 2008

Tickets can no longer be issued using BSP neutral paper ticket stock using Air Canada airline accounting code (AC 014).

The IATA 100% ET mandate is a worldwide initiative to be followed by all countries, with the exception of the U.S., who uses ARC as their clearing house.

If a neutral paper ticket is erroneously issued on or after 1st June, 2008, it will not be accepted for normal sales reporting and travel. You must record paper ticket as VOID and issue them as ET.

If a carrier chooses to settle directly with an agency, the agency will be able to issue paper using that particular carrier’s plate and their ticket stock. Air Canada will not provide agencies with its own ticket stock.

2. Carrier Identification Plates

Air Canada will send a letter to all agencies with procedures to return the 014 CIPs.

3. GDS Providers and Paper Tickets

Amadeus, Sabre, Worldspan, Galileo and Apollo will be inhibiting paper ticketing for all BSP countries. Effective midnight, 31st May, 2008, all tickets must be issued electronically.

Abacus, Axess, Infini, Topas and Travelsky will also be inhibiting paper for International points of sale.

If the GDS ET link is down for an extended period of time, you can either: Wait until the link is restored, or Contact your nearest Air Canada Call Centre For markets where this is available book at www.aircanada.com/agents

Update Issued 30th May, 2008 – Subject to change without notice 1

4. Air Canada Policy for Other Documents (V-MCO and V-MPD)

When your GDS supports the use of V-MCO Air Canada’s preference is for this to be used. If, however, the GDS doesn’t support V-MCO then you may use V-MPD as follows:

Air Canada will be activating V-MPDs in BSPlink for the following reasons ONLY: • Groups deposit and full payment, prior to ticket issuance (code “J” in BSPlink). (See 16. Groups and IET below) • Tickets that cannot be issued electronically (code “1” in BSPlink)

The GDS PNR associated to the V-MPD must be queued to the Air Canada PTA desk, in order for the prepaid to be set up. V-MPDs issued for non ET eligible itineraries must be queued to Air Canada at least 10 business days prior to travel date. For urgent PTAs / paper tickets on weekends and bank holidays (out of hours) please contact your nearest Air Canada call centre. When issuing VMPD for paper tickets, please ensure that ticketing deadline and fare rules are met. When setting up paper ticket for infant on interline itinerary, issue ETickets for adults. Issue VMPD for infant only and queue GDS PNR for paper ticket to be issued by Air Canada.

Once a V-MPD is marked ‘used’ by Air Canada, same-day void is no longer permitted.

For V-MPD, full or partial refund can be done through the BSPlink. For paper MPDs issued prior to 1st June, 2008, full or partial refund can be done through the automated refund functionality.

Paper MPDs may previously have been issued for a number of reasons, other than groups and prepaids. Please review the new procedures in the grid below for:

Reasons: Procedures:

Change fee Reissue the ticket and collect the change fee amount in change penalties box in your exchange mask or format Additional collection Reissue the ticket to reflect the applicable additional collection Excess baggage To be paid at the airport or directly to call centres Plating fee A debit memo will be issued to collect the plating fee; review CIC*26/13 or the online DRS UM fees Contact Air Canada reservations with credit card number Split Payment Process the credit card through agency vendor account and report the ticket to AC as a cash sale LTIB Passenger must purchase a new ticket and request refund through Air Canada LTIB process Exchange with refund If fare permits refund, then refund and issue new ticket. If fare non-refundable, then residual value is forfeited

NOTE: A $50 ticketing error fee will be assessed for unauthorized use of V-MPDs and further misuse could result in deactivation of V-MPD ability.

For more information please visit: www.aircanada.com/en/drs/index.html

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5. Air Canada BSP Markets V-MPD Activation

Air Canada participates in numerous BSPs in Europe, Middle East & Africa however the V-MPD option has only currently been activated in the following markets:

Austria, Bahrain, Botswana, Belgium, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Israel, Italy, Kenya, Latvia, Lebanon, Lithuania, Luxembourg, Netherlands, Norway, Poland, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Tanzania, Uganda, United Arab Emirates and United Kingdom

Please note that when Air Canada is not the first carrier in the itinerary a notice of 10 days prior to travel is required to allow the paper ticket to be mailed. Allow at least 2 business days if the first flight is operated by Air Canada and contact your Air Canada call centre.

V-MPD is not currently available in the following markets:

Croatia, Cyprus, Czech Republic, Hungary, Jordan, Malta, Oman, Portugal, Slovakia, Slovenia and Turkey

Only ETickets will be accepted from these markets and any Infant, Group or Ground Handling exceptions will have to be issued on the stock of the involved interline carrier or on two separate tickets.

V-MCO is also not accepted from these markets where Air Canada does not have a local Air Canada or GSA office from which to mail a paper ticket.

6. Air Canada ET Eligible Destinations

All Air Canada destinations, online and code-share, are ET eligible with the exception of AC* code-share on Air Jamaica (JM) between Toronto-Kingston.

If you need to issue a ticket for travel between Toronto – Kingston, a V-MPD (PTA, option #1 in BSPlink) must be issued.

The GDS PNR associated to the V-MCO / V-MPD prepaid must be queued to the Air Canada PTA queue in order for the prepaid to be set up. (See 8 Handling by PTA Desk)

Air Canada will issue and mail the ticket. Include in the PNR the mailing address where the ticket is to be mailed. Allow 10 business days for mailing the paper ticket if Air Canada is not the first carrier in the itinerary. Allow at least 2 business days if the first flight is operated by Air Canada and contact your local Air Canada call centre.

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7. Interline E-Ticket agreements (IET) on Air Canada

Air Canada has interline agreements with the 88 carriers.

For a complete list of interline partners refer to the grid below for the list of carriers where IET is possible (subject to change) or see On-line DRS information on following link: www.aircanada.com/en/drs/index.html

If the itinerary is not covered by an interline agreement, two separate tickets must be issued, similar to the current procedure.

LAPSA (PZ) is the only carrier with whom AC does not have an IET, as this carrier is not yet ET eligible. To issue a ticket from / to a PZ destination, you need to issue a V-MCO / V-MPD (PTA, option #1 in BSPlink) for the non-ET eligible itinerary.

The GDS PNR associated to the V-MCO / V-MPD prepaid must be queued to the Air Canada PTA queue in order for the prepaid to be set up. (See 8 Handling by PTA Desk)

8. Handling by PTA Desk

PTA messages for paper exceptions issued against V-MCO / V-MPD can be queued to the following Air Canada GDS queues.

Galileo: QEB/XAC/4

Sabre: QP/QAC65/4

Amadeus: QE/LONAC1100/0

Worldspan: E-mail copy of PNR and fare to: [email protected]

If unable to queue, or instructed otherwise, you can e-mail or fax a copy of your GDS PNR, including fare quote, to your local Air Canada office. Contact your local Air Canada office for instructions.

Allow 10 business days for mailing the paper ticket if Air Canada is not the first carrier in the itinerary. Allow at least 2 business days if the first flight is operated by Air Canada and contact your local Air Canada call centre.

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9. Infant Ticketing on Interline Journeys

Although Air Canada has enabled the IET infant functionality for infants with interline partners, it does not mean that each individual carrier has developed the same abilities. As soon as they develop the functionality, they will become an eligible IET infant partner.

Effective June 1st, 2008, Air Canada has IET functionality with the following STAR partners:

AI*, BD, JK, KF, LX, MS*, NH, NZ, OS, OZ, SA, SK, SQ, TG, TK, TP, US (* future member)

For a complete list of infant IET partners refer to the grid at the end of this document. This grid will change as more infant interline partners are implemented. See On-line DRS information on following link: www.aircanada.com/en/drs/index.html

Where infant IET is not eligible, agents will issue the adult ETickets in the normal way. Then issue a V-MCO / V-MPD (PTA, option #1 in BSPlink) in order for Air Canada to issue the infant paper ticket on your behalf.

The GDS PNR associated to the V-MCO / V-MPD prepaid must be queued to the Air Canada PTA queue in order for the prepaid to be set up. (See 8 Handling by PTA Desk)

Air Canada will issue and mail the ticket. Include in the PNR the mailing address where the ticket is to be mailed. Allow 10 business days for mailing the paper ticket. Allow at least 2 business days if the first flight is operated by Air Canada and contact your local Air Canada call centre.

10. Interline Ticketing to / from non-ET eligible stations

There may be destinations served by our interline partners where we don’t code-share and have yet to be turned up as ET. For travel originating from these locations and where Air Canada is represented you need to issue a V-MCO / V-MPD (PTA, option #1 in BSPlink) for the non-ET eligible itinerary and queue the GDS PNR to Air Canada to issuance.

The GDS PNR associated to the V-MCO / V-MPD prepaid must be queued to the Air Canada PTA queue in order for the prepaid to be set up. (See 8 Handling by PTA Desk)

Air Canada will issue and mail the ticket. Include in the PNR the mailing address where the ticket is to be mailed. Allow 10 business days for mailing the paper ticket.

For markets where Air Canada is not represented by its own organization or a GSA but participates in the local BSP Air Canada will not offer paper ticketing via V-MCO / V-MPD.

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11. Additional Collections

The original ticket will have to be exchanged for a new ticket, showing the ADCOL amount.

Reissue the ticket and collect the change fee amount in change penalties box in your exchange mask and format:

Endorse ticket: RBKG FEE GBP75.00 FOR ACxxx/DATE

Only when a ticket cannot be re-issued per above then a V-MCO / V-MPD may be used and the PNR queued to the Air Canada PTA queue. (See 8 Handling by PTA Desk)

Please note Air Canada will only process requests where agent ticketing is not possible.

12. Previously Issued Paper Tickets

With passengers holding paper tickets for travel after May 31st, 2008, Air Canada has a contractual obligation to accept those customers. This applies to both 014 and OAL issued paper tickets, regardless of point of sale.

Passengers holding an MPD / MCO issued by Air Canada Airports or Customer Relations, can have it exchanged for a ticket by agencies. Any ADCOL would require credit card or cash form of payment. Mark paper MPD / MCO coupon as exchanged with notation of new ETicket number.

13. Exchange of Paper Tickets

Paper tickets that require an exchange must be exchanged to ETs after May 31st, 2008.

If the paper ticket is for a non-ET eligible itinerary, travel agents can update the booking in their GDS and queue the PNR to the Air Canada PTA queue. (See 8 Handling by PTA Desk)

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14. Future Paper Tickets

Air Canada will not issue any paper tickets and will support the 100% ET mandate for all itineraries where ET is possible.

Paper tickets will be issued only for non ET eligible routes, in exchange for agency issued V-MPDs. All paper tickets issued against a V-MPD will be sent by mail to the requested address. Therefore, any V-MCO / V-MPD used for issuance of non ET eligible itineraries must be queued to Air Canada.

Allow 10 business days for mailing the paper ticket. Allow at least 2 business days if the first flight is operated by Air Canada and contact your local Air Canada call centre.

If Air Canada is issuing the ticket against a V-MCO / V-MPD for an agency, since the ticket is issued in exchange for the document the sale will be reported against the travel agency IATA number.

15. Refunds / Part Refunds

Currently and after 31st May, 2008, agencies can refund tickets using the GDS automated refund functionality, and retain the refunded passenger coupons in their office. Galileo is currently working on this functionality to be available by 1st June, 2008.

VMPD refunds can be processed through BSPlink. V-MCOs can be refunded through the GDS refund functionality.

16. Issuance of Open Segments

An agency may issue IET open segments if eligible. However, Air Canada will not issue tickets on your behalf for interline itineraries where open segments are not permitted. It is recommended that you book a segment in order for an ET to be issued.

17. Split Payments (example: credit card and cash) and ET

Air Canada does not allow split FOP (form of payment) using our vendor number. The agency could process the credit card through their vendor account and report the ticket to AC as a cash sale.

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18. Groups and IET

V-MCO / V-MPD are to be used for the payment of group deposits. Deposits will be refunded after ticket issuance and be handled as a separate transaction from final group ticketing.

Air Canada group bookings containing only Air Canada coded and operated flights may be ticketed in your GDS. You must use group claim whenever possible unless, as with Galileo, this functionality is not available. Galileo users are able to construct their group itinerary using passive segments to ticket.

To ensure that e-ticket data transfers to the Air Canada PNR please consult your GDS to confirm the number of tickets that can be issued at a time as in some cases this might be limited to 9 (or even as few as 4 tickets) due to message size issues.

Group claim is not available for Air Canada group bookings that include interline or AC code-share segments. For all such bookings passive segments must be created and the tickets issued in your GDS. Air Canada Reservations, Groups or General Sales Agent must be advised ticket numbers for the group. Once group ticketing has taken place passive segments MUST be removed from the PNR.

In all cases, but especially those when group claim is not available, you must contact Air Canada Reservations or Groups or General Sales Agent to confirm that all names and ticket numbers have transferred correctly to the Air Canada host PNR.

If the group booking includes a non-ET eligible itinerary then a paper ticket will be issued in exchange for agency issued V-MCO / V-MPDs. All paper tickets issued against a V-MCO / V-MPD will be sent by mail to the requested address. Therefore, any V-MCO / V-MPDs used for issuance of non ET eligible group itineraries must be queued to Air Canada at least 30 business days prior to travel date or by your ticketing deadline.

When a group cannot be ticketed in your GDS and Air Canada is required to issue tickets, V-MCO / V-MPDs must be used for full payment.

When a group booking includes interline itinerary and an agency has issued e-tickets from a passive PNR, ticket numbers must be passed on to Air Canada. Air Canada Reservations, Groups or General Sales Agent will contact the other airline to ensure that their PNR contains the correct names and e-ticket numbers.

19. Round the World Fares

Star Alliance RTW (Round the World fares) will be ET eligible by 1st June, 2008. These have been limited to a maximum of 16 segments effective 1st May, 2008 as per IATA standards. Therefore re-issues will need to have the same number of segments or less.

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20. Ground Handling Exceptions

There are certain cities that are ET eligible by Air Canada but are inhibited from 014 ET due to Ground Handling issues. These are:

DL: CDG / HAJ / NCE / ZRH JK: AOI / DUB / FRA / MUC / SSG / VIE TP: FRA / LUX / MUC

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Airlines with Interline Ticket Agreements (IET) on Air Canada and Infant IETs

Airline Code Infant ET Airline Code Infant ET Adria Airways JP Icelandair FI Aeroflot SU Iran Air IR Yes AEROMÉXICO AM Japan Airlines JL Yes Air China Limited CA Jet Airways 9W Yes Air Creebec YN Kenya Airways KQ Air France AF Yes KLM KL Air Jamaica Limited JM Korean Air KE Yes Air Mauritius MK Yes Kuwait Airways KU Air New Zealand NZ Yes LACSA LR Air One AP Lan Airline LA Air India AI Yes Lan Argentina 4M Air Tahiti TN Yes Lan Perú LP Alaska Airlines AS LanEcuador XL Alitalia AZ Yes LOT Polish Airlines LO All Nippon Airways NH Yes Lufthansa LH America West Airlines HP Lapsa PZ* American Airlines AA Malaysia Airlines MH Yes Asiana OZ Yes Malev MA Yes Austrian OS Yes MEA Middle East Airlines ME Yes Avianca AV Yes Mexicana MX Bearskin JV Northwest Airlines NW Biman BG Yes Philippine PR Yes Blue1 KF Yes Qantas QF BMI BD Yes Qatar Airways QR Yes British Airways BA Yes Royal Jordanian RJ Yes Calm Air MO* SAA SA Yes Canadian North 5T SAS SK Yes Carribean Air BW Saudi Arabian Airlines SV Yes Cathay Pacific CX Yes Shanghai Airlines FM Cayman Airways KX Yes SIA Singapore Airlines SQ Yes Central Mountain Air 9M Spanair JK Yes China Southern Airlines CZ SriLankan UL Yes Continental Airlines CO Yes SWISS LX Yes Croatia Airlines OU Yes TACA TA Czech Airlines OK Yes TAM Linhas Aereas JJ Yes Delta Air Lines DL TAP - Air Portugal TP Yes Dragonair KA Yes Thai Airways TG Yes Egyptair MS Yes THY Turkish Airlines TK Yes Emirates EK Yes United Airlines UA Ethiopian Airlines ET Yes US Airways, Inc. US Yes EVA Air BR Vietnam Airlines VN First Air 7F Yes Virgin Atlantic VS Gulf Air GF Yes Wideroe WF Iberia IB Yes Yemenia IY

* IET pending

Subject to frequent changes as more interline partners are implemented. For up-to-date list, please refer to online DRS using the following link: www.aircanada.com/en/drs/index.html

Update Issued 30th May, 2008 – Subject to change without notice 10