Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub
Star Alliance Switzerland ZRH Airport, 26MAR15
Star Alliance Confidential Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub
ANA SUITE LOUNGE/FIRST Class
-Spend every moment in total comfort before your departure. Just sit back and relax.
- Enjoy a buffet menu unique to the ANA LOUNGE, including appetizers and a wide selection of warm meals.
-ANA SUITE CHECK-IN/LOUNGES in Japan: NRT/HND/OSA
- ANA First Class passengers at FRA/MUC/DUS use Lufthansa Senator Lounges
Star Alliance Page 57 Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub
ANA LOUNGE/BUSINESS Class
-Eligible customers : Business Class customers on ANA and/or Star Alliance member carrier operated flights.
-ANA LOUNGES in Japan:
NRT/HND/OSA
- ANA Business Class passengers at FRA/MUC/DUS use Lufthansa Senator Lounges
Star Alliance Page 58 Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub
* Applicable to ANA´s Premium Economy passengers
Star Alliance Page 59 Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub
Travel assistance for disabled customers
ANA provides assistance to passengers with dissabilites or for those ill or injured, to assure a safe and comfortable travel experience.
Travel assistance is available to all ANA customers at any ANA destination
ANA Easy Travel service
ANA Group offers Easy Travel service (Rakunori service) to elderly passengers, passengers traveling with an infant, children traveling alone, and passengers who need special assistance. Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub Austrian Airlines Services at Hub Vienna Austrian Airlines Vienna Airport
• Fastest Transfer Airport with 25 minutes minimum connecting time • Short transfer ways due to 3 level-concept (change level not terminals) • 80 laptop chairs with built-in power outlets, privacy screens and free Wi-Fi in the entire airport building • Children's corner with interactive media Austrian Airlines Lounges at Vienna Airport
• 3 Schengen and 3 Non-Schengen Lounges • Each of them with a HON Circle Lounge, a SENATOR / STAR ALLIANCE GOLD Lounge and a BUSINESS Lounge • 80 laptop chairs with built-in power outlets, privacy screens and free Wi-Fi in the entire airport building • Six vast and modern lounges on more than 2000 m² Austrian Airlines Service for HON Circle members
• Own separate Check-in area with own security lane • Limousine service on the apron or to the next long-haul flight with our partner Porsche Austria • Personal Assistant Service • Selected culinary creations of our exclusive catering partner DO & CO Austrian Airlines further Services red|cab (NEW as of Feb15: family & limousine) For only 29 Euros passengers can use our transfer service from Vienna and surrounding areas to the airport and back. www.red-cab.at red|lounge For 35 Euros only Austrian Economy Class passengers can access the Business Lounge in Vienna and benefit from all lounge amenities red|extra bag On selected Austrian flights passengers can increase the baggage allowance by one bag via Web Check-in starting from 70 Euros. red|upgrade: online upgrade during Web Check-in to Business Class 36 hours prior to departure red|legroom: more legroom on your next Austrian Economy Class flight! Reserve your seat in the emergency exit row Economy Class Menüs à la carte
Last Minute Order - At Vienna Airport you can order your menu even spontaneously up to one hour before departure at the DO & CO last minute order desk.
http://alacarte.doco.com Austrian Airlines Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub
• Services:
• Reservations changes, ticket sales, excess baggage collections are provided all day by Swissport Ticket Desk.
• Lost and Found services are offered by Swissport and open from 06h00 till 23h00
• Check-in: Swissport; dedicated manned Star Alliance desks or self-service kiosks. Check-in opens all day on Swiss side of airport. Our guests are also encouraged to check-in online via www.brusselsairlines.com.
• Fast lane access for guest travelling in Bizz@Class, Flex@Fast as well as Star Alliance Gold guests and Miles and More Senator/HON’s
• Priority boarding: offered for following guests
Star Alliance Page 70 Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub
• Lounge: Skyview Lounge. Access given to Bizz@Class clients and Star Alliance Gold customers. Located next to gates 42 and 43.
Support:
• During Irregularities, guest support is provided both by Brussels “Outstation support officers” and Swissport ticket desk locally who work together to find quick and efficient solutions.
• SMS is sent to customers by our dedicated “outstation support team” in Brussels to inform of cancelation/delay.
• Guests are rerouted via other LH Group carriers or Star Alliance hubs. Depending on flight availability transfers are also offered by train to Zurich to catch long-haul flights.
• In case of no alternatives for same day, local hotel accommodation is provided
Star Alliance Page 71 Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub
• Services/Support:
• The Zurich – Brussels route is operated by SWISS. Our NPG on board product is not offered on this route, guests travel in either “Economy or Business class” depending on fare paid.
• Brussels Airlines guests enjoy the services offered by SWISS at Zurich Airport (LX check-in counters, lounges, etc) depending on class of travel.
• In case of irregularities, SWISS takes care of our guests and rerouting is done locally following SWISS’ procedures. Depending on time of cancelation customers are rerouted either at the gate, transfer area or within the main check- in hall, all handled with the help of Swissport.
• For voluntary reservation changes (SN ticket stock only), guests are invited to call our dedicated call centre on 044 511 83 05.
Star Alliance Page 72 Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub LOT – Polish Airlines support & services for customers at airport in Warsaw (WAW)
Bag Delivery
You no longer have to worry about your baggage upon your arrival to Warsaw ‐ we will deliver it to the address of your choice. All you need to do is fill out a form with your contact information and... place an order!
111.00 PLN = 29.00 CHF
Star Alliance Page 74 Limo Service
is a service created especially for you! Service which enhances standard trip from the very beginning, created for people who appreciate luxury. With it you can easily and comfortably move between the gate and the plane at Chopin airport in Warsaw. ∙ service available 24/7 ∙ the service enables Volvo limousine ride from Gate ‐ Aircraft/Aircraft ‐ Gate ∙ the service is available on flights PLL LOT for which the aircraft will be substituted on the tarmac. ∙ order this service is only possible in the case of European and domestic flights. ∙ the service is provided by qualified drivers in high standard vehicles ∙ the service must be ordered at least 24h before cruise ∙ cancellation is possible not later than 24h before service, sending by e‐mail addresses: [email protected] and acc‐[email protected]
120.00 PLN = 32.00 CHF
| Page 75 Taxi Sawa Pickup/Dropoff
• service available 24/7 • the passengers are picked up from Sawa Taxi stand • the service is provaided by qualified drivers in high standard vehicles • fixed price warranty regardless of the traffic jam or detour • the settle payment using taxi code which you got in sms • the service must be booked not later than 24h before departure • cancellation is possible not later than before 8pm of the day before service
from 29.00 PLN = 8.00 CHF
| Page 76 Meet & Greet
Meet & Greet is a service created especially for you! Now you can forget about travel‐related stress and feel like a real VIP! All this is available at a very attractive price.
Meet and Greet package includes the following:
∙ assistance with check‐in –as you enter the terminal in Warsaw, you will be greeted by your personal Assistant who will help you to carry your luggage to the check‐in counter. We suggest you contact our Check‐in Coordinator to advise the time of your arrival at the airport. Phone no you will received on your voucher;
∙ priority check‐in at the Business Class counter –the time you spend waiting in a queue will be shortened to a minimum;
∙ transit to your gate –after a fast pass through security control you will be escorted to your gate by a representative of our ground personnel;
∙ priority boarding –in the event of boarding though an air bridge you can board the plane at any convenient moment. 150.00 PLN = 40.00 CHF
| Page 77 Business Lounge Polonez
Benefits available for passengers: ‐ bathroom with shower ‐ free Wi‐Fi access ‐ computes and television ‐ polish and foreign press (also available on tablets) ‐ hot meals for lunch only ‐ cold snacks available all day long ‐ alcoholic and non‐alcoholic beverages
Access to LOT Business Lounge 'Polonez': ‐ LOT Business Class passengers ‐ LOT Premium Class passengers ‐ service requires additional fee (120 PLN) ‐ HON, SEN, FTL (selected flights) and Star Alliance Gold members ‐ LOT Economy PLUS ‐ service requires additional fee (120 PLN)
Star Alliance Confidential | S/CEO, 09 Jan 2013, Frankfurt | Page 78 Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub Stop over – feel good
Services von Lufthansa Frankfurt und München Lufthansa Services
Die Lufthansa Lounges
Die First Class, Senator und Business Lounges bieten höchsten Komfort – mit viel Raum zum Entspannen und Arbeiten, für einen kleinen Snack oder um sich in den modernen Duschbädern zu erfrischen.
Mit der Eröffnung des neuen Lufthansa Flugsteigs A in Frankfurt wurde auch das Lounge-Angebot für die Passagiere ausgeweitet. 14 Lufthansa Lounges verteilt über alle Terminalbereiche sowie das exklusive Lufthansa First Class Terminal laden zum Entspannen, Erfrischen und Wohlfühlen ein. Lufthansa Services
Die Lufthansa Lounges
Sieben Lufthansa Lounges auf einer Fläche von rund 5.000 Quadratmetern machen den Aufenthalt zum Vergnügen. Darunter befinden sich die Lufthansa Business Lounge mit bayerischem Biergarten, ein Senator Café und eine exquisite Lufthansa First Class Lounge.
Einzigartiger Service – die Lufthansa First Class Lounge
Die Lufthansa First Class Lounge kann von ankommenden, umsteigenden und abfliegenden Passagieren genutzt werden. Einzigartig ist die exklusive Passkontrolle in der Lounge, die einen direkten Zu- und Ausgang zu beiden Abflugebenen ermöglicht. Bei einer Vorfeldposition können HON Circle Member und First Class Reisende den Limousinen-Service der First Class Lounge nutzen. Sie werden direkt bis zum Flugzeug gefahren. Lufthansa Services
Family Check-in Bereich
Familien mit Kindern bis zu 12 Jahren dürfen das Lufthansa Family Check-in im Terminal 2 nutzen. Über eine Kindertreppe können die kleinen Gäste den Check-in Vorgang beobachten. Geht ein Plüschtier mit an Bord, erhält es seine eigene „Kuscheltierbordkarte“. Dazu bekommen sie auch gleich die Broschüre „Familienlotse“, in der sie alle relevanten Informationen für einen angenehmen Aufenthalt finden.
Selbstverständlich haben Familien auch die Möglichkeit, sich ihre Bordkarten schon ab 23 Stunden vor Abflug bequem von zu Hause aus, mobil oder online selbst auszustellen und ihr Gepäck an den Gepäckautomaten am Münchener Flughafen abzugeben.
Der Family Check-in Bereich in München befindet sich in der Abflughalle an den Schaltern 423–424.
Mit einer ganz besonderen Bordkarte können auch Kuscheltiere eingecheckt werden. Lufthansa Services
Lufthansa Transfer und Arrival Service – Umsteigen leicht gemacht
Um das Umsteigen für Lufthansa Passagiere noch angenehmer zu gestalten, werden sie am Flughafen Frankfurt durch Servicemitarbeiter in Empfang genommen, die bei Fragen rund um den Anschlussflug, den Weg zum Gate, die nächstgelegenen Lounges etc. behilflich sind. So wird der Anschlussflug sicher erreicht und das Umsteigen leicht gemacht. Für First und Business Class Reisende steht ein eigener Ansprechpartner zur Verfügung.
Der Service wird bei allen Ankünften in Ankommergängen (Non- Schengen unclean) und allen Busankünften angeboten.
Fluggäste, die darüber hinaus einen eigenen Begleitservice wünschen, können weiterhin den Lufthansa Guide Service und den Lufthansa Family Service gegen Gebühr buchen. Lufthansa Services
Lufthansa Guide Service & Lufthansa Family Service
Internationalen Fluggästen, die Hilfe bei der Orientierung am Flughafen benötigen oder einen exklusiven Begleitservice wünschen, bietet Lufthansa einen kostenpflichtigen Guide Service an. Sie werden von einem speziellen Lufthansa Guide direkt am Flugsteig oder an einem anderen Treffpunkt abgeholt und zum gewünschten Ziel begleitet: zum Beispiel zum Anschlussflug, Zug, Hotel, Shuttle- Bus oder zur Lounge.
Die Lufthansa Guides des Lufthansa Family Service sind Familien bei der Orientierung am Boden behilflich. Die Guides führen sie zum Beispiel zum Check- in und erklären dort Sicherheitsvorschriften, begleiten sie zum Gate und zur Gepäckausgabe, aber auch zu Restaurants, Hotels oder Mietwagenanbietern.
Auch den älteren Familienmitgliedern ist der Lufthansa Family Service gerne behilflich. Kann der Fluggast nur langsam gehen, wägen die Guides die benötigte Zeit zum Wechseln des Flugzeugs ab oder geleiten ihn auf Wunsch zu Apotheken oder Sitzgelegenheiten.
Die Lufthansa Guides am Flughafen München sind in 33 Sprachen buchbar. Die kostenpflichtigen Services gelten nur für Lufthansa Reisende und können über das Lufthansa Verkaufsbüro oder telefonisch über das Lufthansa Service Center gebucht werden. Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub Scandinavian Airlines support & services for customers at airports
SAS APPs SMS AND MOBILE SAS Railway Station Book, check in, select seat Check in and receive Check-In for and review your EuroBonus information on baggage, flights from Zurich and membership. Ours APPs will whether your flight is on Geneva Airport: At over 50 railway stations, you can inspire you to explore the schedule and much more by check in and at the same world together with us and SMS and our mobile portal. time receive your boarding browse some fantastic card Internet www.flysas.ch destinations. Internet Check-In, choose SAS Newsstand (Available for Ipad, Iphone, your seats, pay for extra Now read News from around Android and Windows Phone) services (Lounge Access, the World in the SAS App on Extra Baggage, Empty Seat the day of your departure – Beside and much more!) for free! SAS Fast Track
SKIP THE LINE AT SECURITY AIRPORTS: Gdansk Milano Vilnius CONTROL Aberdeen Genève Malpensa or Warszawa Amsterdam Göteborg Linate Wroclaw SAS Fast Track is the quickest way Aten Hannover München Zürich through security when flying Business or Barcelona Hamburg Nürnberg Chicago SAS Plus. EuroBonus Gold members Berlin Helsingfors Oslo New York regardless of ticket type are always Birmingham Köln Palma San welcome. Also for passengers flying in Bologna Copenhagen Paris Francisco SAS Business with one of our codeshare Brussels London Poznan Washington partners. Dublin Heathrow Stockholm Düsseldorf Madrid Thessaloniki Frankfurt Manchester Venedig SAS Lounges
Relax in our SAS Lounges. Feel free to stop by and try the SAS launches Café Lounges! SAS will unveil its delicious buffet, fresh salads and new wines. The SAS new Café Lounge concept at Trondheim & Tromsø lounges offers smart office spaces and a fast Internet Airports in Norway in April & May. connection. We also have the work of some of Scandinavia's SAS Café Lounges will complement existing SAS best interior designers in terms of the décor. lounges & are designed for SAS' most frequent flyers. SAS Café Lounges will offer a dedicated and relaxing Available for SAS Plus & Business, EuroBonus Pandion, environment where SAS customers can spend time & Diamond and Gold incl. Star Gold. work effectively. Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub Ground Services Zurich Airport Fast, seamless, convenient SWISS and Zurich Airport offer an infrastructure and services to create a seamless hub system focused on speed and efficiency for the benefit of all travellers.
SWISS, Lufthansa, Austrian Airlines and 8 fellow Star Alliance carriers together under one roof in the Star Alliance Terminal
Zurich Airport top in Europe
In 2014 Zurich Airport was again rated Europe’s leading airport. It is the tenth time in succession that Zurich has won this award for its user-friendliness and consistently high quality standards.
Free Internet at Zurich Airport Zurich Airport offers passengers and visitors the opportunity to surf the Internet free of charge at the airport for 60 minutes. either wireless via Wi-Fi or at fixed Internet stations. It is thus meeting a frequently expressed need of travellers. Zurich Airport
Continuous modifications and upgrades at Bellevue Lounge Zurich Airport improve passenger flow and E offer greater comfort.
A Central Security − Security checkpoint in departure hall between Check- in 1/2 B − Priority lane for frequent flyers, Business and First Class Lounge customers Dock B − Dock for Schengen- and Non-Schengen flights − Fewer SWISS open-stand departures/arrivals as all Non-Schengen flights depart from dock B Dock B Centralized security – Attractive observation deck where both airport visitors and passengers can experience the fascinating hustle and bustle on the airport apron SWISS lounges Exclusive facilities for the most valued guests
Before your departure, during transit and on arrival – our comfortable, tranquil lounges are the perfect place to escape the hustle and bustle of an international airport. Come and enjoy our outstanding service and Swiss hospitality and take it easy while you wait.
. SWISS First / HON Circle . SWISS Senator Lounge & Bistro . SWISS Business . SWISS Arrival Lounge . Star Alliance SWISS Arrival Lounge
For premium customers arriving early morning, open until 13h00. The luxurious 700 sq. m. lounge offers arriving passengers a wide range of services.
– elegant SWISS design – state-of-the-art equipment – 20 showers – ironing service – 3 hotel-style bedrooms – extensive buffet with a wide selection of cold and warm breakfast dishes – comfortable Vitra chairs – 10 computer workstations, free W-LAN SWISS Business: Arrival service by special bus
. pick-up of passengers in Zurich at an open parking position . for speedy progress through the airport . SWISS-branded Mercedes Sprinter City . carries up to 15 passengers . quick and comfortable transport to the airport arrivals hall . New: expansion of service at further major European destinations Smoother to the Dock E
Agreeable pre-flight formalities for long-haul flights from Dock E:
A special shuttle service is provided between the SWISS lounge and dock E for passengers with access to the First Class and VIP lounge. New lounges will be opened
. Brand-new 2,000-square-metre Business and Senator Lounges
. Terrace with views of the airport and its runways and the Alps beyond
. Both lounges will offer a range of freshly-prepared meals
. The Senator Lounge will also boast a staffed bar
. New lounges will be opened at Zurich Airport’s Dock E in the fourth quarter of this year Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in ZRH/Switzerland or main hub
THAI is taking special care of our premium passengers with the following services:
• Separate entry and check-in area for our First- and Businessclass passengers
• Every Firstclass passenger gets personally picked up at the gate with our electro carts for drop off at the fast track immigration lane or the lounge. Same procedure applies before departure from the lounge to the gate. IMMIGRATION
Upon Arrival: Fast track immigration lane for premium passengers. Even families with children are allowed to use this quick option for immigration.
Immigration to Thailand domestic destinations is taking place in Bangkok already. Luggage is checked trough to the final destination (international airports only)
For Departure: Three separate immigration counters exclusively for THAI premium passengers located right next to the check-in and leading straight to the lounge entrance. ROYAL ORCHID SPA LOUNGE
Our Royal Orchid Spa Lounge is open exclusively for our premium passengers.
Firstclass passengers can pamper themselves in a Spa Suite with several massages. (Thai, Swedish, Oil, Hotstone etc.) The suite also features Jacuzzi and rainforest showers for ultimate comfort.
Business class passengers have the choice of a complimentary foot or neck&shoulder massage of 30 minutes. Some additional THAI special services
Assistance for wheelchair passengers and unaccompanied minors UMNR
Louis Tavern lounge access or day rooms in transit (with costs)
Novotel across the airport terminal
Last minute upgrade options Y to C or C to F (at check-in / at the gate or in the aircraft itself)