oneworld Baggage Policy & Procedures Document Multilaterally agreed document to support the DRD Strictly confidential to oneworld member airlines Version 17.0 Updated June 01, 2016 1 Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Index Update table 3 1.0 oneworld Baggage Policy 5 1.1 Definition of oneworld itinerary (includes separate ticket check-in requirement) 5 1.2 oneworld affiliates 7 2.0 Checked Baggage 9 2.1 Baggage Policies 9 2.2 Piece Policy Delivery 10 2.3 Checked Baggage Piece Allowance Policies 10 2.4 Infant Checked Baggage Piece Allowance Policies 10 2.5 Weight Policy Delivery 10 2.6 Checked Baggage Weight Allowance Policies 10 2.7 Infant Checked Baggage Weight Allowance Policies 10 2.8 Maximum Allowable Baggage Weights 10 2.9 Heavy Bag Policy 10 3.0 oneworld Baggage Delivery Standard 11 4.0 Carry-on Baggage 11 4.1 Delivery 11 4.2 Carry-on Baggage Allowance 11 5.0 Mobility Aids 12 5.1 Delivery 12 6.0 Transfer Baggage 12 6.1 Delivery 12 7.0 Pets as Baggage 13 7.1 Delivery 13 7.2 Pets as Baggage Policies 13 8.0 Excess Baggage 14 8.1 Delivery 14 8.2 Disruption 16 8.3 Sporting Equipment Allowances and Policies 16 9.0 Frequent Flyer Benefits 16 9.1 Delivery 17 10.0 Priority Baggage Delivery 18 10.1 Delivery 18 10.2 Priority Baggage Delivery Policy by Carrier 18 11.0 Mishandled/Missing Baggage 19 11.1 Time Limits – PIR’s & Claims (Checked Baggage) 19 11.2 Litigation Claims 19 11.3 Delivery 19 12.0 Baggage Tracing 20 12.1 AHL/DPR File Creation 21 12.2 Best Practice 21 12.3 Emergency/Interim Expenses 21 13.0 Claims (Delay, Loss, Damage or Pilferage) 22 13.1 Communication 23 13.2 Handling each other’s claims 23 14.0 Baggage Scenarios 23 14.1 Baggage charges on an interline journey 23 14.2 Baggage charges and involuntary reroute 24 14.3 Separate Ticket check-in scenarios – member obligations 24 Appendix 1 -- LZ Contact and Claim Department Details 26 Appendix 2 – IATA Resolution 302 29 Appendix 3 – US DoT Regulations 30 Appendix 4 – Canadian Transportation Agency (CTA) ruling 31 2 Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Update table Description Carrier Date /// Changes made pre-2015 removed /// Addition of interim ’charge and keep’ process for excess oMC 16 Jan 2015 baggage payment handling Revision to Section 3.0, oneworld Baggage Delivery oMC 01 Aug 2015 Standard, Section 10.0, Priority Baggage Delivery and Appendix 2, IATA Resolution 302. Revison to: oMC 01 June 2016 Section 1.0 oneworld Baggage Policy, 1.1, oneworld V16 itinerary, Updated definition and added separate ticket in a single PNR details – per DRD requirement Section 1.0 oneworld Baggage Policy, 1.2, oneworld member affiliate carriers Added a list of affiliates as reference Section 4.0 Carry-on baggage, 14.2 Carry-on baggage allowance Merged First & Business Class, Economy Class and Infant carry-on baggage allowance policies into one section Section 6.0 Transfer Baggage, Updated separate ticket/single PNR policy – per DRD requirement Section 14.0 Baggage Scenarios, 14.3 member obligations Added scenarios that describe member obligations from a servicing and cost perspective. Removed definition of a through-checked flights as it was added in Section 1.0 oneworld Baggage Policy, 1.1 oneworld itinerary Section 14.0 Baggage Scenarios, 14.4 Seperate ticket - what constitutes a oneworld itinerary Added verbiage to Section 1.0 oneworld Baggage Policy, 1.1 oneworld itinerary Appendix 1 - LZ Contact and Claims Department details Removed US Airways contact details (now AA) Revision to: oMC 01 June 2016 Section 2.0 Checked Baggage, 2.2 Piece Policy Delivery V17 Added Canadian Transportation Agency (CTA) rule reference Section 2.0 Checked Baggage, 2.5 Weight Policy Delivery Changed wording from Piece to Weight Section 2.0 Checked Baggage, 2.6 Checked Baggage Weight Allowance Policies Changed wording from Piece to Weight Section 2.0 Checked Baggage, 2.7 Infant Checked Baggage Weight Allowance Policies Changed wording from Piece to Weight Added Appendix 4 to reference the Canadian Transportation 3 Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Agency (CTA) rules 4 Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 1.0 oneworld Baggage Policy The following baggage policy information will assist all staff from oneworld member airlines to help customers travelling on a oneworld itinerary. The oneworld baggage policy will develop from this basic policy. 1.1 Definition of a oneworld Itinerary (includes separate ticket check-in requirement) A oneworld flight is defined as multi or single carrier flights operated AND marketed by oneworld carriers or oneworld affiliates. Flights operated or marketed by non-oneworld carriers are not considered oneworld flights. Customers are only eligible for oneworld benefits on oneworld flights. Example Journey Servicing 1. LHR- (BA)- JFK- (AA)-LAX- (QF)- This journey is a combination of oneworld flights SYD between BA and QF. oneworld benefits apply to the full journey and customer would receive full ticket service benefits (if ticketed in a single booking/PNR). 2. HEL- (AY) – HKG - (CX) - BKK- (TG) This journey is a combination of oneworld and - HKT non-oneworld flights between AY, CX and TG. Service benefits only apply to the oneworld flights (AY & CX) in this journey. oneworld members have agreed to offer through check-in services for those customers who hold separate tickets in the same PNR/booking. The DRD requirement states: ‘’oneworld members will provide through services for a oneworld journey ticketed in a single PNR; this includes segments ticketed separately but booked in the same PNR (and/or referenced in a single PNR during the time of booking)’’ Through services are defined as the customer and their baggage being through checked to their final destination. Customers that are through checked should also be looked after in times of disruption in line with IATA Resolution 735d and oneworld requirements outlined in the Ticketing and Disruption Document. 5 Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 Refer to examples below: Disruptions Through check-in (obligations under (includes BPs, Interline baggage IATA Resolution Scenario baggage to final (baggage only to 735d and oneworld destination and final destination) Ticketing and regulatory checks) Disruptions Document) a. Single ticket number for interline journey, in a single PNR/ Covered as part of booking; eg: through check-in - FCO x/LHR WAS - tkt nbr xxxxx123 obligation - Single PNR AB12CD b. Two tickets for interline journey (ie, segments ticketed separately) Covered as part of in a single PNR/ booking, eg: (Note 1) through check-in (Note 2) - FCO-LHR – tkt nbr xxxxx123 obligation - LHR-WAS - tkt nbr xxxxx124 - Single PNR AB12CD c. Two tickets for the journey in two different PNRs/ bookings, eg: - FCO-LHR – tkt nbr xxxxx123 - LHR-WAS – tkt nbr xxxxx124 - Two separate PNRs AB12CD and EF34GH 1. Baggage allowances and any additional excess baggage charges should be calculated at original point of origin (as per member policy and industry guidelines). Excess charges should not be collected at the mid-point. 2. IATA Resolution 735d details disruption handling guidelines for all IATA members; it follows requirements for ticketed journeys that include a stopover/transfer. Where there are separate tickets in a single booking, 735d does not apply unless bilaterally agreed. For oneworld members, this has been agreed multi-laterally with the DRD change. The revised change does not apply to schedule changes outside of check-in/airport control. 6 Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 1.2 oneworld member affiliate carriers The following table shows the carriers which operate on behalf of the member, and are considered to be the same as the member carrier in references to “operating” carrier. MAIN MAIN MEMBERS (Full Legal AIRLINE AFFILIATES MEMBERS Name) (Full Legal Name) Announced on July 26, 2010; Implementation Date: March 20, 2012 Air Berlin Air Berlin PLC & Luftverkehrs NIKI Luftfahrt GmbH KG Belair Airlines AG TUIfly GmbH Luftfahrtgesellschaft Walter GmbH (LGW) Announced on September 21, 1998; Implementation Date: February 1, 1999 American American Airlines, Inc. Envoy Air, Inc. Airlines SkyWest Airlines ExpressJet Republic Airlines Inc. Mesa Airlines Air Wisconsin Airlines TransStates Airlines PSA Airlines Piedmont Airlines Compass Airlines Announced on September 21, 1998; Implementation Date: February 1, 1999 British British Airways Plc SUN-AIR of Scandinavia A/S Airways Comair (Proprietary) Limited BA Cityflyer Ltd OpenSkies SASU British Airways (BA) Limited Announced on September 21, 1998; Implementation Date: February 1, 1999 Cathay Cathay Pacific Airways Ltd Hong Kong Dragon Airlines Limited Pacific Airways Announced on December 9, 1998; Implementation Date: September 1, 1999 Finnair Finnair Oyj Nordic Regional Airlines Announced on February 2, 1999; Implementation Date: September 1, 1999 Iberia Iberia Líneas Aéreas de Air Nostrum Líneas Aéreas del Mediterraneo, España S.A. Operadora S.A. 7 Strictly confidential to oneworld member airlines oneworld Baggage Policy and Procedures Document v17 MAIN MAIN MEMBERS (Full Legal AIRLINE AFFILIATES MEMBERS Name) (Full Legal Name) Compañía Operadora de Corto y Medio Radio Iberia Express, S.A. Announced on June 4, 2006; Implementation Date: April 1, 2007 Japan Japan Airlines Co. Ltd. Japan Transocean Air Co. Ltd. Airlines J-Air Co. Ltd. Announced on May 14, 1999; Implementation Date: June 1, 2000 LAN LATAM Airlines Group, S.A. LanPeru, S.A. Airlines Transporte Aéreo S.A. (LanExpress) Aerolane, Líneas Aéreas Nacionales de Ecuador S.A. (LanEcuador) LanArgentina, S.A. Aerovias de Integracion Regional - Aires S.A.