As a service to its customers and at AEGEAN AIRLINES specific request, IATA may make available, via ARC, communications from AEGEAN AIRLINES to its appointed agents. Such communications in no way represent or reflect the opinions or policies of IATA. The information contained in these communications is provided by and remains the responsibility of AEGEAN AIRLINES in the communication and is intended only for the access, use and benefit of certain designated ARC users. IATA accepts no liability for any misrepresentation contained in such material; for the accuracy of the content; for any use of, or reliance on, the information contained in such material; and/or for the access of such materials by ARC users to whom such material is not directed. Any problems or complaints concerning such material must be referred directly to AEGEAN AIRLINES on whose behalf such material has been made available. CONTACT DETAILS HEAD OFF.DETAILS: 31, Viltanioti Street Kifissia Athens-Greece P.C 145 64 WEB SITE www.aegeanair.com CALL CENTER +30 210 62 61 000 AGENTS HELP DESK [email protected] CHIEF ACCOUNTANT: [email protected] BSP REVENUE: [email protected] CHARTER DEPT. [email protected] GROUP DESK [email protected] TICKETING POLICY Basic Commission International 0% Domestic (whole routing 0% within Greece) CREDIT CARD ACCEPTANCE Visa Accepted Master Card Accepted American Express Accepted UATP Accepted TRAVEL DOCUMENTS E-Ticket Accepted V-MPD via BSP LINK Not Accepted EMD via CRS Accepted REISSUES From agent Kindly be informed that reissue/rerouting ticket allowed by travel agents if point of origin is within the same country, otherwise reissue/rerouting ticket must be processed by airline carrier, only. Fee should be displayed in the new E-ticket as tax item: - Rebooking/ Cancellation Fees: DU - Non-Show Fees: DV OTHER CHARGES Rebooking Fees According Fares Rules Cancellation Fees According Fares Rules REFUND PROCEDURE 1. E-mail will be sent to Revenue Accounting Department in order ACM to issue through ARC MEMO MANAGER to the below recipients.. [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] 2. Dupe tickets: In case of full refund request due to dupe ticket issuance (all ticket details must be same and not no-show), 50 EUR cancellation penalty apply per refund ticket converted in USD. ADM POLICY An ADM may be raised for any irregularity related to the issuance and use of Traffic Documents issued by or at the request of the Agent. In consultation with Agents, individually or collectively, alternative uses of ADMs may exist. 1. Minimum ADM value There is no minimum value for an ADM raise 2. ADM Administration fees ADM administration fee of 20 euro or converted to local currency apply to each ADM. 3. Issuance Via ARC Memo Manager • Issue debit memos within nine months of the last travel date for straight and exchange sales, and within nine months of the date of refund. • Issue chargeback memos within 45 days of the chargeback. • Issue usage fraud memos (determined by an established pattern) within two years. • Issue interline memos within nine months of other airline (OAL) reject billing. 4. Dispute According to debit memo resolution and prevention once a debit memo has been issued, all parties should commit to timely response, through research and consistent communication in an effort to resolve the debit memo. Debit memos should ideally be resolved within 90 calendar days of memo issuance. Response Timing | Agency Responsibilities Acknowledge the receipt of a debit memo within 10 business days of issuance. This will be indicated by an automatic change in memo status when the agency opens the debit memo. Return chargeback responses to the airline within seven calendar days of issuance. Dispute any memos within 30 calendar days of issuance. (This includes memos sent to the GDS; agencies should notify the airline if a memo has been sent to the GDS.) | Airline Responsibilities Respond to disputes within 30 calendar days of receipt of the dispute. | GDS Responsibilities Respond back to the agency within 30 calendar days of receipt of a debit memo. Contacts Head office: [email protected] Fax: +30 210 6261910 GSA: Cosmopolitan Travel Services www.ctsfares.com 248 W 35th Street Suite 501 New York, NY 10001 General Manager: Patrick Dunne Email: [email protected] .