SkyTeam Reference Guide 2010 Issued in August

N.B: 1. This Reference Guide is issued in three formats: printed booklet, printable PDF and interactive PDF (clickable); moreover, it is also accessible at SkyPlace. 2. We intend to issue a revised and updated Reference Guide once per year. Please keep this in mind while using it. If you think you do not have the latest version please contact the SkyTeam Support Desk at your airline or your SkyTeam manager.

Welcome Dear SkyTeam Colleagues, The following Reference Guide represents an in-depth overview of the most important aspects of our SkyTeam members’ operations and respective customer benefits. SkyTeam has reached a special milestone in 2010, with our 10-year anniversary. The success and steady growth of the Alliance could not have happened without your support and commitment. For this, we would like to extend our sincere thanks to all of you. Your continued enthusiasm and contribution are key to the success of SkyTeam and each of its 13 members. You will notice that our two newest members, Tarom and Vietnam Airlines, are included here, as we have expanded further into the important Asian and Eastern European markets. Please familiarize yourself with each section of the Reference Guide. We also ask that you regularly check for updates of your own airline’s guidelines as items continue to change and evolve. If you have any input that will help us improve future versions, including whether the information included should be changed or made available differently, please send your comments to Ms Alessandra Lucheschi ([email protected]). As a frontline colleague, you are very often the provider of a great first impression for each airline, which helps to create the Seamless SkyTeam Experience we continually strive to deliver. Please accept our sincere appreciation for helping us care more about each customer!

Marie-Joseph Malé Managing Director SkyTeam 1

FFP Frequent flyer cards Frequent flyer benefits

p4 p4-9 p10

Lounge access

In-flight Service

p11

Customer Care

p12

Rerouting and Endorsement

p12

Involuntary

p12

Voluntary

p12

Hub Maps

p13

Airport Customer Service

p34

Seamless procedure

p34

Bag irregularities Lost ticket application

Glossary

2

p35

p36

SkyTeam

3

FFP Frequent flyer cards Elite Plus

4

Elite Plus

5

FFP

Elite

6

Elite

7

FFP

Base Member

8

Base Member

9

FFP

Frequent flyer benefits SkyTeam Elite •

Priority Check-in

SkyTeam Elite Plus •

Preferred Seating

•

•

Priority Boarding

•

•

Priority Reservation Waitlist

•

•

Priority on Airport Standby Listings

•

•

Elite Qualification Miles

•

•

Priority Baggage Handling

•

SkyTeam Lounge Access with a guest, whatever the Class of Travel may be*

•

Guaranteed Reservation on Sold-Out Flights**

•

* SkyTeam lounge access when travelling on or connecting to/from a same-day international flight operated by one of the SkyTeam airlines. ** Guaranteed full coach class reservation on long-haul SkyTeam flights for Elite Plus members with 24 hours’ advance notice (consult your SkyTeam airline for flight restrictions).

Lounge access Complimentary access to more than 400 lounges worldwide. • Elite Plus passengers: SkyTeam Elite Plus Frequent Flyers, travelling in any class of service, have access to all of the member airlines’ lounges when they are travelling on or connecting to/from a same-day international flight operated by one of the SkyTeam airlines. They are allowed one guest (travelling on a SkyTeam flight too). A valid Elite Plus membership card is required for admittance. • Elite passengers: SkyTeam Elite and Base Member levels do not have access if travelling in Y class. • First & Business passengers: Lounge access is permitted for all First or Business Class passengers, departing on or connecting to/from a same day international flight operated by a SkyTeam airline. Business or First Class boarding pass is required for admittance. 10

• Priority During peak periods access can be limited. SkyTeam Elite Plus passengers will have priority over premium cabin customers. • Billing Each lounge is responsible for tracking the appropriate SkyTeam customers for billing purposes.

In-flight Service • On-board announcements: All departure and arrival announcements include a reference to the SkyTeam alliance and code-share partner airline(s). • Languages on-board: English spoken on all flights, as well as the language of origin and destination on long-haul flights (6 hours and more), via in-flight staff or via pre-recorded audio/video announcements. • Warm and friendly service: Cabin crew personalizes the various offers with a smile, always making eye contact when greeting customers. • Clean cabin environment: The cabin is tidied regularly by the crew. When moving through the cabin, the cabin crew collects cups, glasses and other in-flight service items. • Elite recognition: Flight attendants should recognize, in priority order, SkyTeam Elite and Elite Plus customers on-board. SkyTeam tier level is indicated on the passenger information lists (PIL). Recognition service is applicable in priority to Premium class. • In-flight customer surveys: Support and distribute SkyTeam Customer Satisfaction Surveys (invitation cards, questionnaires etc.) on-board accordingly to the SkyTeam agreements. • On-board media: All SkyTeam carriers jointly display the SkyTeam Customer Benefits in–flight video. • All SkyTeam flights are smoke-free

11

Customer Care • Processing of claims: Customer correspondence will be handled by the receiving carrier, regardless if it is the operating or marketing carrier, unless the following exceptions are involved: personal injury, legal issues, disability, an employee’s name of a SkyTeam airline specifically mentioned in the passenger letter, and/or damaged/loss/pilfered baggage (last operating carrier). In these instances, the operating carrier of the carrier whose employee is mentioned, as appropriate, will be responsible for processing the passenger’s letter. • Response time: Each airline will respond to customer correspondence from SkyTeam Elite and Elite Plus passengers within 9 calendar days, and within 30 calendar days for all other passengers. A copy of the passenger’s letter and the airline’s response may be sent to the marketing / operating carrier as appropriate. • Compensation: SkyTeam coordinates its customer care procedures so that passengers will receive the same high standard of customer care from all airlines. These procedures define the responsibilities of each airline to avoid double processing claims on code-share flights.

Rerouting and Endorsement Involuntary:

Endorsement is no longer needed between SkyTeam members to reroute the connecting customers to their final destination on code-share flights whether they are on beyond or on trunk flights. The following guidelines apply to all SkyTeam ticketed passengers including FF award tickets (excluding non-rev and AD/ID tickets). Passengers impacted by IROPS are no longer required to return to issuing/plated carrier for endorsement on IROP ticket change. During IROP situations in beyond gateways, extend present waiver agreement to final destination provided passengers are rerouted in following priority: • On the original operating carrier, or • On another SkyTeam carrier which is party to this agreement, or • On a non-SkyTeam carrier (upon passenger request with Elite/Elite Plus/First Class/Business Class passengers).

Voluntary:

For passenger transportation documents issued in connection with block space code-share flights (i.e. trunk routes), passengers ticketed to travel on one party’s allotment shall not be included on the other party’s allotment without proper endorsement. Proper endorsement shall state “endorsed to XX by XX”. In cities where both carriers operate, the endorsement must be validated by the applicable carrier endorsement stamp. Tickets lifted under the terms of this agreement shall be settled at the fare collected, subject to application of any bilateral settlement terms. 12

Hub Maps AMSTERDAM Amsterdam Airport Schiphol www.schiphol.nl

13

Hub Maps ATLANTA Hartsfield-Jackson Atlanta International Airport www.atlanta-airport.com

14

Hub Maps BEIJING Beijing Capital International Airport www.bcia.com.cn

15

Hub Maps BUCHAREST Henri Coanda International Airport www.otp-airport.ro

16

Hub Maps CINCINNATI Cincinnati/Northern Kentucky International Airport www.cvgairport.com

17

Hub Maps DETROIT Detroit Metro Airport www.metroairport.com

18

Hub Maps GUANGZHOU Guangzhou Baiyun International Airport www.baiyunairport.com

19

Hub Maps HANOI Noi Bai International Airport www.nacorp.com.vn

20

Hub Maps HO CHI MINH CITY Tan Son Nhat International Airport www.sac.vn

21

Hub Maps MADRID Madrid-Barajas Airport www.aena.es

22

Hub Maps MEMPHIS Memphis International Airport www.mscaa.com

23

Hub Maps MEXICO CITY Benito Juárez International Airport www.aicm.com.mx

24

Hub Maps MINNEAPOLIS SAINT PAUL Minneapolis-Saint Paul International Airport www.mspairport.com

25

Hub Maps MOSCOW Sheremetyevo International Airport www.svo.aero

26

Hub Maps NAIROBI Jomo Kenyatta International Airport www.kenyaairports.co.ke

27

Hub Maps NEW YORK John F. Kennedy International Airport www.panynj.gov/airports/jfk.html

28

Hub Maps PARIS Paris-Charles de Gaulle Airport www.aeroportsdeparis.fr

29

Hub Maps PRAGUE Prague Ruzyne Airport www.prg.aero

30

Hub Maps ROME Leonardo da Vinci-Fiumicino Airport www.adr.it

31

Hub Maps SEOUL Incheon International Airport www.airport.kr

32

Hub Maps TOKYO Narita International Airport www.narita-airport.jp

33

Airport Customer Service Seamless procedure • Gate announcements Each airline will include a specific SkyTeam and code-share partner announcement in gate announcements. • Denied Boarding Compensation and downgrades on “free flow” code-shared flights First rule: solicit volunteers from all customers. In the event a flight or particular class (F, C or Y) is oversold, involuntary upgrades/downgrades and involuntary denied boarding are to be selected, whenever possible, from the operating carrier’s ticketed passengers. Bonus and compensation: operating carrier rules apply to all customers. • IROPS Anything that causes a flight to deviate from the planned schedule, not including major weather disruptions or airport closures. Amenities: Differentiated amenities are offered to premium cabins, SkyTeam Elite and Elite Plus frequent flyers. In case of rerouting: 1. reroute on operating carrier, 2. on SkyTeam member, 3. on another carrier upon passenger request. • Flight cancellation Flight cancellation less than 24 hours prior to departure: Operating carrier rules apply to all customers. Operating carrier will protect passengers to furthest known downline city. The operating carrier will handle irregular operations that occur within 24 hours. Possible exceptions depending on existing code-share agreement. Flight cancellation more than 24 hours prior to departure: Rebooking done by marketing carrier will assist marketing carrier customers. 24-hour rule depends on existing code-share agreement between carriers.

Bag irregularities Bags Files are opened under last operating carrier who is responsible for cost including OPE (Out of Pocket Expenses) and bag delivery. 34

Out of Pocket Expenses: SkyTeam Baggage Service “Out of Pocket Expenses” procedure provides immediate payment for delayed bags based on information provided by last operating carrier (unless passenger requests claim to be handled by the marketing carrier). Discretion must always be used based on the situation/needs of each customer, and RON (Remain Over Night) kit issuance applies for delayed bags when following conditions are met: • the customer is not at his/her place of residence. • baggage is not announced by a forwarding message within 24 hours for long-haul flights (international flight of 6 or more hours) and within 4 hours for non long-haul flights. Itinerary must be for international travel (not including stopovers) Alternatively to all SkyTeam Elite/Elite Plus & Premium Cabin passengers (P, F, J, C), cash advance compensation is given in some entirely exceptional cases.

Lost ticket application The SkyTeam process only applies to partially used tickets. City pair booking class and cabin must be same as original (lost) ticket. Original ticketing carrier and carrier providing LTA assistance must be SkyTeam carriers. Tickets issued by SkyTeam carriers may be identified by the 1st three digits (i.e.) AM-139 AF-057 AZ-055 OK-064 DL-006 KL-074 KE-180 SU-555 CZ-784 UX-996 KQ-706 VN-053 RO-938. Customer must be referred to original ticketing carrier if present at a given airport for faster service. For example: ICN KE XATL DL MIA DL XATL KE ICN. • If a passenger lost his/her ticket in MIA, they may contact DL office in MIA in order to reissue the replacement ticket. • DL agent calls KE STSD (SkyTeam Support Desk) to ask about lost ticket details. • When complete information is shown in OSI or provided by the KE STSD, DL agents issue the replacement ticket and fill out the DL LTA form for the passenger and collect the lost replacement charge as KE rules. • If DL agents cannot receive ticket details from KE STSD, they sell new ticket MIA DL XATL KE ICN and inform the passenger to refund his/her new ticket to OTC. Original carrier should use OSIXXSKYT to provide information.

35

Glossary • ATI: Anti Trust Immunity. Authorization to coordinate schedules, fares, initiatives and share revenue produced in market regardless of which carrier is operating the flight.

• Operating carrier: Airline that operates the flight and allows a code-share partner to market its two letter code and sell seats on its flight. • OPE: Out of Pocket Expenses for delayed bags.

• ATO: Airport Ticket Office • Beyond: Destinations/market routes that feed to or from a hub or gateway market. • Block space agreement: Code-share marketing carrier purchases a specified number of seats from the operating carrier and sells. • Code-share: An agreement between two airlines that allows one carrier to use its two letter airline code to purchase and market seats aboard an aircraft operated by another carrier. • CTO: City Ticket Office • Free flow: An automation program in which the operating and marketing carriers in a codesharing relationship exchange inventory and availability. • Marketing carrier: Non-operating carrier that puts its two letter code on a partner’s flight and sells them as its own (two letter code written on the ticket).

36

• STSD SkyTeam Support Desk: The Support Desk of each airline has the following assignments: - Answer frontline staff of other SkyTeam airlines on questions related to: its airport services, its products, its fare conditions, its frequent flyer program rules. - Change PNR on request. - Authorize ticket changes with or without additional collection. - Apply specific services to Elite or Elite Plus passenger such as guaranteed Y booking. • Tier level: Frequent Flyer status (i.e. Tier 1 is Elite and Tier 2 is Elite Plus). • Trunk route: The code-share operated flights which operate to/from the two partners’ home countries.

Member Airlines

37

FFP

p40

Frequent flyer cards

p40

Program name

p41

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat Priority check-in Preferred seat

p42

Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p43 p43

Alliance display Seat assignment PNR view functionality UMNR

p44

Lost ticket application Pets

38

Bag Acceptance

p46

Travel Classes

p47

39

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

40

Program name: Award ticket: Upgrade:

Aeroflot Bonus

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Upgrade is possible on any SkyTeam operated flight. Award upgrade is NOT TRANSFERABLE.

Excess bag:

No.

Free extra bag allowance: Free extra baggage allowance is valid for Aeroflot Bonus members on SU operated flights. Free extra bag allowance in weight/piece concept: • Silver + 10 kg or 1 p.c. • Gold + 20 kg or 2 p.c.

Modification of an award ticket: Rebooking – 20 Euros, if made within 7 days prior to departure; Rerouting (change of destination within the same time zone) – 35 Euros. No duplicate if lost OR STOLEN.

Guaranteed seat: Aeroflot Bonus Gold members/SkyTeam Elite Plus members will be guaranteed a confirmed Economy Class reservation on any SkyTeam-operated long-haul flight worldwide - including sold-out flights. The reservation must be made at least 24 hours prior to departure and a full coach fare ticket purchased. In case there are no seats available in Y class on long-haul flights for a SkyTeam Elite Plus member, PNR with a waitlist in Y booking class should be transmitted to the queue 56 of the control centre JQQ.

Priority check-in: Elite/Elite Plus members and Business Class passengers can use Business Class check-in counter. 41

FFP

Preferred seat: Yes, “selected seating” service for Elite/Elite Plus passengers.

Reservation waiting list priority: If desired class of service is not available at the time of booking, SkyTeam Elite/Elite Plus members will be given priority status on the reservation waitlist, provided waitlists are accepted in desired class.

Priority boarding: Priority boarding is applied to Elite/Elite Plus members.

42

Sales and Ticketing Reservation class of service: • • • •

J: J-C-D-O-Z FFP: O Y: Y-S-B-M-H-K-X-V-T-Q-W-L-U-G-N-E FFP: X

Alliance display: *S: select all SkyTeam network flights Input: 1 DATE ITINERARY ¥ /*S Example:125SEPCDGSVO¥/*S

Seat assignment: Display seat map without PNR: 4G*SU111Y12JULSVOSXF For code-share flights the response is: Message not found. Display seat map on PNR: 4g1*, where 1 is a segment number, then request the seat: 4G1/12A-1.1.

PNR view functionality: PNR View implemented by all SkyTeam partners. This tool allows SU agents to view a PNR booked in the computer system of a SkyTeam airline. At the same time all SkyTeam partners can display PNR booked in SU reservation system (Sabre). Visible fields: Name, Contacts, OSI, Flight segment, SSR (Special meals, FQTV, Oths), Confirmed seat number. ATTN: PNR displayed cannot be modified (check with partners' Support Desk) • retrieve by airline code + PNR reference: @QXX/DPTBVC (XX: airline code) • retrieve by airline code + flight number + date + passenger name: • @QXX/*894/14MAR-SMITH (XX: airline code). Exception : to retrieve NW PNR instead of @QXX goes @NWA

43

Sales and Ticketing

UMNR: • Age Requirements 5-11 years old (included), until 16 on parents' request. • Fees/Fares: 5-11years old (included) - mandatory - Full Fare plus 40 Euros fee per leg. 12-15 years old (included) - optional - Full Fare plus 40 Euros fee per leg. • Accompanying adult: must be not younger then 18 years old. • Extra service on parents’ request in case of transfer: Up to 3 hours - beverages and hot drinks offer - 5 Euros; From 3 up to 6 hours - hot meal service - 20 Euros. • Restrictions: According to Russian law, for UMs under 18 years old – Russian citizens have to provide notarized agreement from parents, guardian or trustees for leaving Russian Federation. If period of expected stay abroad exceeds 3 months, this agreement has to be notarized by the trusteeship body. This rule is applicable only in the case of leaving Russian Federation.

Lost ticket application: Fee amount to be collected - 100 Euros for international flights; 50 Euros – for domestic flights

Pets: • PETS in cabin: Requests for transportation of pets must be made 36 hrs prior to departure and must be confirmed by the carrier. The quantity of transported animals is limited - no more than 2 pets per cabin and no more than 4 pets per plane. Weight of the animals and birds including weight of containers (cages) and food is not included in free baggage allowance, except for guide-dogs. Passenger should present a certificate issued by competent authorities and other documents required by veterinary authorities of any country to which, from which or through which pets are transported. Weight of the container with animal must not exceed 8 kg and sum of three dimensions 115 cm in case of transportation in the cabin and 50 kg and sum of three dimensions 203 cm in case of transportation in the baggage hold. 44

• AVIH: Passenger must provide a container of the proper size for transportation in the baggage hold, allowing the animal to stand up at full height. Container must be locked properly. Maximum dimensions of container must not exceed 158 cm in total, maximum weight – 50 kg. In case of exceeding maximum dimensions (but no more then 203 cm in total), an additional request must be made and confirmed by the carrier. Only one animal per container is allowed.

45

Bag Acceptance • Weight concept Baggage allowance: • • • • •

Business class, President and Premier - 30 kg; Economy class – 20 kg; For infant free baggage allowance is 10 kg Extra 10 kg - for Aeroflot Bonus Silver card-holders Extra 20 kg - for Aeroflot Bonus Gold card-holders.

• Piece concept Baggage allowance: • Business class is allowed to carry 2 pieces of baggage with maximum weight 32 kg each. Sum of three dimensions of each piece must not exceed 158 cm. • Economy class is allowed to carry 2 pieces of baggage with maximum weight 23 kg each. Sum of three dimensions of each piece must not exceed 158 cm. • For infants free allowance is 1 piece of registered baggage with maximun weight 10 kg. Sum of three dimensions must not exceed 115 cm. • 1 bag - for Aeroflot Bonus Silver card-holders. • 2 bags - for Aeroflot Bonus Gold card-holders. • Cabin baggage • Business class – 1 piece, maximum weight - 15 kg; • Economy class – 1 piece, maximum weight - 10 kg. Weight of cabin baggage is not included in free baggage allowance. Maximum 3 dimensions of one piece of cabin baggage - 115 cm (55x40x20 cm) regardless of class of service. In addition to the cabin baggage allowance, passenger can take one of the following items into the cabin: • a coat, cloak or blanket; • an umbrella or a walking stick; • a lady's bag/man’s case; • food for the baby and a baby carry-cot; Please specify, that child stroller is carried as checked baggage in excess of free baggage allowance. • invalid chair and/or crutches (if needed); • photographic camera; • a laptop 46

Travel Classes • PRESIDENT: Business class on long-haul flights (over 6 hrs) on B767 and A330. • PREMIER: Business class on medium-haul flights (2-5 hrs) on A319, 320, 321. • Business class: on Il 96, TU 154. • Economy class: on Il 96, TU 154.

47

FFP

p50

Frequent flyer cards

p50

Program name

p51

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat Priority check-in Preferred seat Reservation waiting list priority

p52

Priority boarding

Sales and Ticketing Reservation class of service

p53 p53

Alliance display Seat assignment PNR view functionality UMNR

p54

Lost ticket application Pets

48

p55

Bag Acceptance

p56

Travel Classes

p57

49

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

50

Program name: Award ticket:

Club Premier

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Upgrade: Club Premier members only on AM-coded AM-operated flights and complimentary upgrades for elite members on AM-coded DL-operated flights within North America.

Excess bag:

Not allowed.

Free extra bag allowance:

No free extra bag allowance.

Modification of an award ticket: Before ticket issue: changes are allowed without a fee. After ticket issue: 150 MXP + IVA for domestic routes and 25 USD + IVA for international routes.

Guaranteed seat: Confirmed Economy Class reservation on any AM-operated flight, full fare Y ticket, the space must be requested at least 24 hours before departure.

Priority check-in: SkyTeam Elite and Elite Plus may check-in at Premium Class counters.

Preferred seat: Yes, on any AM-operated flight.

51

FFP

Reservation waiting list priority: Passengers are identified automatically with Elite status transfer and ranked accordingly.

Priority boarding: Premium Class passengers along with SkyTeam Elite Plus and Elite are invited to board first or at their own convenience. Passengers are required to present SkyTeam Elite/Elite Plus membership card.

52

Sales and Ticketing Reservation class of service: • • • •

J: J-A-D-R J/FFP: C Y: Y-B-M-S-K-Q-N-W-P-H-X-T-L-V Y/FFP: U

Alliance display:

*SKY: select all SkyTeam network flights: A 01JUL MEXSVO-*SKY

Seat assignment: >6-*8702/07JULCDG.< If answer is: SEAT DISPLAY NOT AVAILABLE FOR DATE PLS REFER TO AF7702 /Y/07JULCDGNCE Display AF seat map with the operational flight number: 6-*7702-AF/CDG.Y/NCE Available seats are recognized by a letter (except E "exit" rows) 6-A1#NW Answer: *FLT OP BY AF-ASA PENDING. Close and recall: ER, IR.

PNR view functionality: • Is available for all SkyTeam partners. PNR View is a tool used to view a PNR booked in the computer system of a SkyTeam airline. • Visible fields: Name, Contacts, OSI, Flight Segment, SSR (Special Meals, FQTV, TKNE, Oths.). ATTN: PNR displayed cannot be modified (check with partners’ Support Desk). • Retrieval by PNR reference + airline code: *LMTRS4@XX (XX airline code) • Retrieval by flight number + date + board point + passenger name: XX7702/20JULCDG-DIAZ@XX (XX airline code).

53

Sales and Ticketing

UMNR: • Supervision and Acceptance Service includes greeting the child at the airport, escorting them to the aircraft, in-flight supervision, escorting them between connecting flights, supervision by dedicated ground personnel and escorting them to parents or guardians within the airport facilities. UMNR service is provided on direct and connecting flights, as long as connection does not imply changing airports within a city; code-share flights are included. • Age Requirements Under 3 years old: must be accompanied by an adult of at least 18 years old. Between 3 and 5 years old: must be accompanied by a 13 years old (or older). Between 5 and 14 years old: UMNR service is provided. Between 14 and 18 years old (21 for US citizens): optional UMNR service may be provided upon request. • Minimum age for accompanying adult: 18 • Restrictions: Transfer between 2 airports of the same city is not permitted. UMNR service is not permitted when itinerary includes connections to airlines with which AM does not operate codeshare flights. UMNR must be checked-in at least 2 hrs and 30 min before time of departure. Time between connecting flights must be at least 75 minutes. • Fees: Domestic flights – $350 MXN / each segment, fee is for each UMNR, even though the PNR includes more than one. International flights – $100 USD / each segment; fee is for each UMNR, even though the PNR includes more than one.

Lost ticket application:

In process.

54

Pets: • AVIH: All AVIH (including PETC) must travel in the cargo hold of the aircraft in an appropriate cage lined with absorbing and leakproof material and locked. AVIH are not included in the free baggage allowance, and the corresponding fee must be paid. AM will only accept dogs, cats and domestic birds and they must be checked in the load compartment. All other animals must be transported and checked in as cargo. For connecting flights, operating carrier policies apply. Contact SkyTeam Support Desk for additional support on connecting partners. • Certificates: Cats and dogs may travel with a sanitary certificate within Mexico. Other animals require local sanitary certificates from SAGARPA. For international travel, corresponding authorities from the destination country must issue health certificates for any AVIH. Quarantine measures must be observed when necessary. • Charges: > Domestic flights: $45 > International flights: • • •

USD PLUS TAXES from/to Europe and South America $120 USD PLUS TAXES from/to United-States $90 USD PLUS TAXES from/to Asia $220 USD PLUS TAXES

• Service Animals: • Certified, professionally trained service animals which assist customers with disabilities: In some cases, a certificate stating that the animal is trained to assist the customer with disabilities may be requested. These animals can travel on board next to the customer with disabilities. According to applicable Health and Aviation regulations, transportation of animals in the passenger cabin is only allowed for guide dogs and some service animals accompanying customers with disabilities. Animals that may pose a threat to the health or safety of the passengers and crew are not permitted, such as reptiles, ferrets, spiders, rodents, ponies, pigs and/or monkeys that because of their size or health restrictions cannot be admitted in the passenger cabin. • Service Animals travelling with a passenger with disabilities must be vaccinated, clean and on a leash. If you are travelling with a service animal, you must provide a certificate in your doctor’s letterhead paper, stating that you require the services of this animal due to your treatment. The certificate must be issued no more than a year before your travel date. You must also consider that your service animal must fulfill requirements that are applicable to your itinerary. • Charges: Transportation of Service Animals is free of charges. 55

Bag Acceptance • Complimentary baggage allowance PNR CLASS

DESTINATION FROM/TO

NATIONAL USA CENTRAL AMERICA EUROPE SOUTH AMERICA (except Peru) PERU ASIA

J

A, D, R, C, O

Y, B, M, S

E, Z, K, Q, N, H, X, T

I, V, L, W, P, G, U

1 piece

2 pieces

2 pieces

1 piece

1 piece

30 kg. total

30 kg. total

25 kg.

25 kg.

25 kg.

2 pieces

2 pieces

2 pieces

1 piece

1 piece

32 kg/70 lb e/p

32 kg/70 lb e/p

23 kg/50 lb e/p

23 kg/50 lb

23 kg/50 lb

2 pieces

2 pieces

3 pieces

2 pieces

2 pieces

32 kg/70 lb e/p

32 kg/70 lb e/p

23 kg/50 lb e/p

23 kg/50 lb e/p

23 kg/50 lb e/p

2 pieces

2 pieces

3 pieces

2 pieces

2 pieces

32 kg/70 lb e/p

32 kg/70 lb e/p

23 kg/50 lb e/p

23 kg/50 lb e/p

23 kg/50 lb e/p

3 pieces

3 pieces

3 pieces

2 pieces

2 pieces

32 kg/70 lb e/p

32 kg/70 lb e/p

23 kg/50 lb e/p

32 kg/70 lb e/p

32 kg/70 lb e/p

3 pieces

3 pieces

3 pieces

2 pieces

2 pieces

32 kg/70 lb e/p

32 kg/70 lb e/p

23 kg/50 lb e/p

23 kg/50 lb e/p

23 kg/50 lb e/p

3 pieces

3 pieces

3 pieces

2 pieces

2 pieces

32 kg/70 lb e/p

32 kg/70 lb e/p

32 kg/70 lb e/p

32 kg/70 lb e/p

32 kg/70 lb e/p

INTERNATIONAL ROUTES COMBINATION USA - BRAZIL - USA ALL EXCEPT USA - BRAZIL - USA

3 pieces

3 pieces

3 pieces

2 pieces

2 pieces

32 kg/70 lb e/p

32 kg/70 lb e/p

32 kg/70 lb e/p

32 kg/70 lb e/p

32 kg/70 lb e/p

3 pieces

3 pieces

3 pieces

2 pieces

2 pieces

32 kg/70 lb e/p

32 kg/70 lb e/p

23 kg/50 lb e/p

23 kg/50 lb e/p

23 kg/50 lb e/p

*** Maximum total measurement (length+width+height): 62 inches/1.58 cm. *** • Passengers travelling with infants One stroller, bassinet or baby carrier weighing a maximum of 44 lbs/20 kg and mesuring a maximum of 45 inches/1.15 cm (length+width+height) folded is permitted at no extra charge. • Carry-on 1 piece not exceeding 10 kilos/22 lbs and 1.15 m (45 in). In addition to a portfolio or handbag or laptop computer.

56

Travel Classes • Clase Premier: Business First Class. • Clase Turista: Coach Cabin.

57

FFP

p60

Frequent flyer cards

p60

Program name

p61

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat Priority check-in Preferred seat Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p62 p62

Alliance display Seat assignment PNR view functionality UMNR Lost ticket application

p63

Pets

58

Bag Acceptance

p64

Travel Classes

p65

59

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

60

Program name: Award ticket:

Flying Blue

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Upgrade: Flying Blue Miles on UX/AF/KL/KQ/DL/AM/OK/SU/AZ/KE/RO/VN – operated flights only. Excess bag:

Yes on UX/AF/KL/KE/KQ/SU – operated flights only.

Free extra bag allowance:

Flying Blue Elite and Elite Plus benefits on Air Europa 1 piece 23 kg/50 lbs (SE, GE and PE).

Modification of an award ticket: Before ticket issued, changes are not charged. After ticket issued, before or after departure, flight/date/route changes: 40 Euros. Free of charge if Flex Award ticket. Miles recredited at member’s request. Clearance and rules will be given by the Support Desk of issuing airline (AF/KL). The Support Desk could use OSXXSKYT to specify rules and fee appliance. Change of origin/destination are possible only by the issuing airline desk.

Guaranteed seat: Air Europa offers this benefit to Elite Plus members in full fare Y ticket, at least 24h before departure and to Elite members in full fare Y ticket, at least 7 days before departure.

Priority check-in: Preferred seat:

Business class counters.

Yes. Selected Seating Service.

Reservation waiting list priority: Priority boarding:

Passengers are identified automatically with Elite status transfer and ranked accordingly.

Elite and Elite Plus members may board first, or at their own convenience. To benefit, passengers are required to present SkyTeam Elite/Elite Plus membership card. 61

Sales and Ticketing Reservation class of service: • • • • •

F: C-D F/FFP: Z J: I JY: Y-S-K-V-M-B-R-U-W-O Y/FFP: A

Alliance display:

*S: select all SkyTeam network flights: AN*S01SEPPMIFRA

Seat assignment:

24 hours before departure.

PNR view functionality: • Yes, available for all. PNR View is a tool used to view a PNR booked in the computer system of a SkyTeam member. AF, KL, UX, KQ and OK are Amadeus system users. Visible fields: Name, Contacts, OSI, Flight segment, SSR (Special meals, FQTV, Oths), Confirmed seat number. ATTN: PNR displayed cannot be modified (check with partners’ Support Desk). • Retrieval by airline code + PNR reference: DP XXBL6KX7 (XX: airline code). • Retrieval by flight number + date + itinerary(optional) + passenger name DP XX1740/01FEB DCALGA - SMITH/J (XX:airline code).

UMNR: • Supervision and Acceptance Child escorted onto the flight, introduced to the flight attendant, and escorted between connecting flights. Upon arrival, dedicated ground personnel will meet them and escort them to parents or guardians. Request must be made 48 hours before departure.

62

• Age Requirements 5-11 years old: 20 Euros per sector on domestic non-stop flights, 30 Euros per sector on European, Middle East, Africa and long-haul flights and 60 Euros per sector for connecting flights. 12-17 years old: fee to be collected on a voluntary basis. • Minimum age for accompanying adult: 18 unless being the own parents of the child(ren). • Restrictions: No seat allocation in Emergency Exit rows.

Lost ticket application: Pets:

Collection fee: 50 Euros, in USA 100 USD.

Request for AVIH or PETC shall be made 48 hours prior to departure. • AVIH: Operating carrier rules apply. Contact operating airline’s Support Desks for information. Dogs considered potentially dangerous in accordance with Royal Decree 287/2002, of 22 March, developing Law 50/1999, of 23 December, about the legal patterns on the tenance of potentially dangerous animals, shall be adequately muzzled to avoid any damage to the structure of the container or causing bodily harm to persons, strangers to the animal, that may need to handle the animal. • PETC: Only dogs, cats, birds other than birds of prey, fish, aquarium turtles and some rodents such as hamsters, guinea pigs or rabbits are permitted, maximum weight animal + container (55x35x25 cm = 8 kg). Acceptance is limited.

63

Bag Acceptance • Piece concept Short and medium haul: “C” Class 2 pieces 23 kg (50 lbs) each and “Y” Class 1 piece 23 kg (50 lbs). Long-haul: “C” Class 3 pieces 23 kg (50 lbs) each, “Y” Class (full fare) 2 pieces 23 kg (50 lbs) each and “Y” Class (other fares) 1 piece 23 kg (50 lbs). Infants with no seat are entitled to same allowance as adults. • Carry-on > In Club Business class 1 item + 1 smaller sized item + 1 accessory (handbag, coat, attaché case, camera, umbrella or laptop computer with a maximum thickness of 15 cm) total weight = 14 kg (short or medium haul) and 18 kg (long haul), maximum dimensions 55x35x25 cm. > In Economy 1 item + 1 accessory (bag, handbag or laptop computer with a maximum thickness of 15 cm) total weight = 10 kg, maximum dimensions 55x35x25 cm.

64

Travel Classes • Club Business • Economy

65

FFP

p68

Frequent flyer cards

p68

Program name

p69

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket

p70

Guaranteed seat

p71

Priority check-in Preferred seat Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p72 p72

Alliance display Seat assignment PNR view functionality UMNR

p73

Lost ticket application Pets

66

Bag Acceptance

p74

Travel Classes

p75

67

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

68

Program name:

Flying Blue

Participant Airlines: Award ticket:

AF/KL/UX/KQ/RO/SB

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Upgrade: a) Flying Blue internal Upgrade benefit on UX/AF/KL/KQ/RO/SB operated flights only. b) SkyTeam FFP mileage upgrade available to all SkyTeam FFP members (excluding AZ/MilleMiglia members). Eligible itineraries must include at least one international countryto-country flight operated by a SkyTeam member airline. KQ, UX and AZ-operated flights are excluded.

Excess bag:

Yes on UX/AF/KL operated flights only.

Free extra bag allowance:

Flying Blue benefits on UX/AF/KL/KQ operated flights (for KQ, operated flights from AMS to NBO only).

Weight concept

Piece concept

AF doesn't apply the weight concept rule anymore since April 1st 2010.

1 additional piece of baggage not exceeding 23 kg for Elite and Elite Plus customer whatever the class of travel is.

69

FFP

Modification of an award ticket Immediate re-issuing for electronic tickets. • Re-issuing at Air France / KLM counters exclusively for paper tickets. • Modification is submitted to an immediate new reservation.

Description

Fees

Before issuance

Modification or cancellation

No fees

After issuance, before departure

Modification on flight number, date and destination in the same award zone

• 45 euros per ticket or 70CAD for Canada, or 70USD for USA, Central America, South America (or equivalent of 45 € in local currency) for a modification or cancellation

• If booked on SkyTeam, modification allowed on any other SkyTeam flight • New reservation must be immediate • Miles recredit (plus taxes) allowed at member’s request After issuance, after departure

Modification on flight number and date

• no fees on Flex award

• If booked on SkyTeam, modification allowed on any other SkyTeam flight

• 45 euros per ticket or 70CAD for Canada, or 70USD for USA, Central America, South America (or equivalent of 45 € in local currency) for a modification or cancellation

• New reservation must be immediate

• no fees on Flex award

• No change of route

• Miles recredit (plus taxes) allowed at member’s request only if the award ticket is composed of AF, KL or UX segments After return

If the trip has not been made, award ticket is not valid anymore.

AF KL webawards

Modification or cancellation not allowed. No refund of Miles.

Clearance and rules will be given by the Support Desk of issuing airline. The Support Desk could use OSXXSKYT to specify rules and fee appliance. Change of origin/destination is possible only by the issuing airline desk.

70

Guaranteed seat: Conditions: • For Platinum and Gold Elite passengers: confirmed Economy Class reservation on any SkyTeam long-haul flight worldwide (international, 6 hours or more), full fare Y ticket, at least 24 hours before departure. • For Silver Elite passengers: confirmed Economy Class reservation on any SkyTeam long-haul flight worldwide (international, 6 hours or more), full fare Y ticket, at least 7 days before departure. Air France passengers benefit from this offer on flights from France to North America, South America, Asia, Africa, Middle East (except Israel), the Caribbean and the Indian Ocean destinations.

Priority check-in: Preferred seat:

Passengers can enjoy priority check-in when travelling First or Business class or by showing their SkyTeam Elite or Elite Plus membership card.

• LONG-HAUL: Yes. Selected Seating Service. • MEDIUM-HAUL: Business only. • SHORT or SHUTTLE-HAUL: no seat assignment.

Reservation waiting list priority: Priority boarding:

Passengers are identified automatically with Elite status transfer and ranked accordingly.

• Elite and Elite Plus members may board first, or at their own convenience. To benefit, passengers are required to present their SkyTeam Elite/Elite Plus membership card. • There is no priority boarding on AF domestic flights

71

Sales and Ticketing Reservation class of service: • F: P - F FFP: A / FLEX: P • J: J - C - D - I - Z FFP: O / FLEX: C - J • ALIZE: S - A FFP: E / FLEX: S • Y: Y-S-K-H-T-V-L-M-Q-B-R-U-W-A-N-E-G FFP: X / FLEX: M - Y Elite passengers are entitled to other booking class for award tickets such as W on COI and long haul flights.

Alliance display:

*S: select all SkyTeam network flights: AN*S01SEPPARSEL

Seat assignment: SMAF8984/C/12MAYCDGATL Example of a DL operated flight: Answer will be: UNABLE - CODESHARE FLIGHT PLS REFER TO DL 029/J/12MAYCDGATL Display DL seat map with this flight number: SMDL 029/J/12MAYCDGATL Sign, close and re call; ER: NN should be replaced by KK if available. PNR view functionality: • Yes, available for all. PNR View is a tool used to view a PNR booked in the computer system of a SkyTeam airline. • AF, KL, UX, KQ and OK are Amadeus system users. • Visible fields: Name, Contacts, OSI, Flight segment, SSR (Special meals, FQTV, Oths), Confirmed seat number. ATTN: PNR displayed cannot be modified (check with partners’ Support Desk). • Retrieval by airline code + PNR reference: DP XXBL6KX7 (XX: airline code). • Retrieval by flight number + date + itinerary(optional) + passenger name DP XX1740/01FEB DCALGA - SMITH/J (XX:airline code).

72

UMNR: • Supervision and Acceptance Child escorted onto the flight, introduced to the flight attendant, and escorted between connecting flights. Upon arrival, dedicated ground personnel will meet them and escort them to parents or guardians. • Age Requirements 4–11 on domestic flights and on flights to/from French overseas departments. 5-14 on internationnal flights. Fees applied. Optional for 12-17 on AF/KL operated and franchised flights only for domestic and Overseas French territories destinations. Optional for 15-17 on AF/KL operated and franchised flights only for international destinations. Fees applied. • Minimum age for accompanying adult: 18 • Restrictions: Connecting flights: • Connection not permitted between an international flight and the TGV (high speed train) at CDG. • Transfer between 2 airports of the same city is not permitted (ORY-CDG for example) except for terminal stations with no possibility of an onward flight on departure from the same hub. • For international/domestic or domestic/international flights, the minimum connecting time is extended by 60 min. • For domestic flights (continental France and Corsica), no extension.

Lost ticket application: Pets: •

Fee amount: 50 Euros, in USA 100 USD.

AVIH: Operating carrier rules apply. Interlining of pets is allowed between partners. Contact operating airline’s Support Desk for information. Air France has placed an embargo on pets for passengers connecting via Paris (CDG): Any passengers travelling with animal in hold (AVIH) to/from a destination beyond Paris with connection must check the animal as cargo if the connecting time is less or equal to 2 hours. AVIH have to be checked again at the connecting point. This applies to both SkyTeam partner and Air France operated flights. Only dogs and cats are permitted in hold.

• PETC: Only dogs and cats are permitted, maximum weight animal + container = 6 kg. Acceptance is limited, except within continental France and Corsica. 73

Bag Acceptance • Piece concept Premium Affaires 3 pieces 23 kg (50lbs) each. W class Premium Economy and Premium Voyageur 2 pieces 23 kg (50lbs) each. Y class exceptions travel to Africa 2 pieces 23 kg (50 lbs) each. P - J - C classes (La Première and Affaires): 3 pieces 23 kg (50 lbs) each. Maximum 3 dimensions 158 cm per piece. Y class (Voyageur class): 1 piece 23 kg (50 lbs) each (except for travel originating in Brazil: 2 pieces 32 kg). Maximum 3 dimensions 158 cm per piece. Infants with no seat are entitled to 1 checked baggage 10 kg + 1 cabin baggage + 1 light folding stroller (umbrella stroller). • Carry-on > In LA PREMIERE and AFFAIRES 1 item + 1 smaller sized item + 1 accessory (handbag, coat, attaché case, camera, umbrella or laptop computer with a maximum thickness of 15 cm) Total weight = 18 kg, maximum dimensions 55x35x25 cm (including wheels and handle). > In Voyageur, Premium Voyageur and Alizé classes 1 item + 1 accessory (bag,handbag or laptop computer with a maximum thickness of 15 cm) Total weight = 12 kg, maximum dimensions 55x35x25cm (including wheels and handle).

74

Travel Classes • LA PREMIERE is the AF first class available on a selection of long-haul routes only. • AFFAIRES is the AF business class available on the long-haul network. • PREMIUM VOYAGEUR is the AF upgraded economy class available on the long-haul network where passengers benefit from additional ground and in-flight services, compared with Voyageur passengers. • ALIZE is available on French Caribbean and Indian Ocean routes only; comfort and services are midway between those provided in Affaires and Voyageur. • VOYAGEUR is the AF economy class available on the short-, medium- and long-haul network. • PREMIUM AFFAIRES is the AF business class available on the medium-haul network. • PREMIUM ECONOMY is the AF upgraded economy class available on the medium-haul network where passengers benefit from additional ground and in-flight services, compared with Voyageur passengers. • LA NAVETTE is the domestic flight shuttle service available within France.

75

FFP

p78

Frequent flyer cards

p78

Program name

p79

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat Priority check-in

p80

Preferred seat Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p81 p81

Alliance display Seat assignment PNR view functionality UMNR

p82

Lost ticket application Pets

76

Bag Acceptance

p84

Travel Classes

p85

77

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

78

Program name: Award ticket: Upgrade:

Flying Blue

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Flying Blue members may redeem award upgrades on any SkyTeam flight except for AZ-operated flights.

Free extra bag allowance: Flying Blue Elite members enjoy free additional baggage allowance on AF/KL/KQ & UX operated flights (piece concept applies as per 28th March 2010 for AF/KL). • Economy class: Silver/Gold/Platinum: 2 pieces (max of 23 kg per piece); on some routes to/from Africa/South America 3 pieces • Business class: Silver/Gold/Platinum: 3 pieces (max of 23 kg per piece) All Flying Blue members may also redeem miles for excess baggage allowance on AF/KL/KQ (only on routes AMS NBO/CDG NBO) and UX operated flights. NOTE: Extra baggage awards are not allowed on KL flights to/from USA/Canada/Mexico.

Modification of an award ticket: A change fee of 45 Euros or 70 CAD for Canada, or 70 USD for USA, Central America, South America (or equivalent of 45 Euros in local currency) for a modification or cancellation. The fee is waived for Flex Awards.

Guaranteed seat: Elite Plus members are guaranteed a confirmed reservation in S class on all KLM intercontinental flights, if requested up to 24 hours prior to departure. KL offers a highly automated process for Guaranteed Seat confirmation requests if the seat can be waitlisted and the Elite Plus FQTV is in the PNR. If the seat cannot be wait-listed, please book an alternate KL flight to create a KL PNR and contact the SkyTeam Support Desk for further assistance

79

FFP

Priority check-in: Dedicated counters for Elite Plus, Elite, World Business Class and Europe select customers.

Preferred seat: Economy Comfort: • All Flying Blue members ticketed in the X/S/B booking classes and Platinum Elite members will enjoy free access to advance seat reservation via all online and offline booking channels. • Flying Blue Gold Elite members are entitled to paid access at a 50% discount. • Flying Blue Silver Elite members are entitled to paid access at a 25% discount.

Reservation waiting list priority: Elite Plus and Elite customers are automatically granted a higher waitlisted priority based on their status.

Priority boarding: Elite and Elite Plus members may board first, or at their own convenience. To benefit, passengers are required to present SkyTeam Elite/Elite Plus membership card. Available on all flights (when boarding via jetway).

80

Sales and ticketing Reservation class of service: • Business (C) – J C I Z D Z = revenue class and used for mileage award upgrades from S/X class. D = Mileage award tickets and mileage award upgrades from B/M class. • Economy (M) – X S B M H Q K L T V E N W W = Mileage award tickets. S = revenue class used for Flex Awards for EUR/ICA

Alliance display:

*S: select all SkyTeam network flights: AN*S01SEPPARSEL

Seat assignment: Advance Seat Reservations possible only 90 days prior to departure in: • Europe Select on intra-European flights. • World Business Class and Economy class on intercontinental flights. Also available online to all customers using www.klm.com, (Manage My Booking).

PNR view functionality: • • • •

Dual Access (permanent by-pass) in place with DL Direct Access in place with AM PNR view in place with CZ, KE & SU AF/KL/KQ/OK/UX share the same reservations and distribution platform (Amadeus Altea Reservation).

81

Sales and Ticketing

UMNR: • Supervision and Acceptance Child escorted onto the flight, introduced to the flight attendant and escorted between connecting flights. Upon arrival, dedicated ground personnel will meet them and escort them to parents or guardians. • Age Requirements Required for 5 up to 14 years included. Optional for 15 up to 17 years included. • Minimum age for accompanying adult: 18 years old • Dedicated children's lounges: Junior Jet Lounge at AMS • Restrictions: • No overnight stopover • No change of airport allowed • No connections on ‘flights’ operated by train/bus

Lost ticket application:

• At KL direct sales points = 80 Euros • At AF direct sales points = 65 Euros • At DL direct sales points = 100 USD / 120 CAD

Pets: • AVIH: Conditions: See GGAIRKLPETS, MS331 for General Conditions Restrictions: See GGAIRKLPETS, MS070 for more restrictions AUSTRALIA/IRELAND/SOUTH AFRICA/HONG KONG/KENYA/UNITED ARAB EMIRATES: NO AVIH ALLOWED. PETS ONLY AS MANIFESTED CARGO. IT IS NOT ALLOWED TO ACCEPT PETS AS BAGGAGE TO ANY DESTINATION IN THE UNITED KINGDOM. Information on AVIH (old QRG) can be removed.

82

• PETC: Conditions: See GGAIRKLPETS, MS421 for General Conditions. Only cats and dogs permitted; PETC maximum 1 per cabin section. Max. weight: 6 kg. Max dimension: In (soft) pet travelbag max 55x35x25 cm. Restrictions: See GGAIRKLPETS, MS070 for more restrictions. AUSTRALIA/IRELAND/SOUTH AFRICA/HONG KONG/KENYA/UNITED ARAB EMIRATES: NO PETC ALLOWED. IT IS NOT ALLOWED TO ACCEPT PETS AS BAGGAGE OR IN THE CABIN TO ANY DESTINATION IN THE UNITED KINGDOM.

83

Bag Acceptance For tickets issued on/after 28 March 2010 – the piece concept applies worldwide on KL > For travel in World Business Class/Europe Select – 3 pieces of max 23 kg each > For travel in Economy (including Economy Comfort) – 1 piece of max 23 kg each > Elite and Elite plus passengers 1 piece extra > For infants not occupying a seat in all classes – 10 kg remains Please note there are exceptions to the 1 piece concept, information can be found in GGAIRKL BAGGAGE. New flat excess baggage charges for the piece concept worldwide are introduced for short, medium and long haul. • Excess Baggage > Baggage weighing between 23 and 32 kg 100 Euros/USD100/CAD100 or equivalent in local currency > Above 32 kg the baggage must be carried as freight > Second piece of checked baggage in economy class 55 Euros/USD55/CAD55 or equivalent in local currency > Third piece of checked baggage in economy class 200 Euros/USD200/CAD200 or equivalent in local currency > Advanced baggage allowance booked online: 20% discount on excess baggage charge • Carry-on > World Business Class/Europe Select: 2 pieces of hand baggage 1 bag size of 55x35x25 cm and 1 smaller item size of 45x20x35 cm plus an accessory (handbag or briefcase or camera or laptop or items smaller than these mentioned) with a total weight of max. 18 kg. > Economy incl. Economy Comfort: 1 piece of hand baggage: 1 bag size of 55x35x25 cm plus an accessory (handbag or briefcase or camera or laptop or items smaller than these mentioned) with a total weight of max. 12 kg. • Priority treatment: World Business Class/Europe Select as well as Elite/Elite Plus checked bags shall be tagged with a priority yellow tag for Priority handling. • Taxation: Excess Baggage is governed by operating carrier rules.

84

Travel Classes • World Business Class • Europe Select • Economy Class

85

FFP

p88

Frequent flyer cards

p88

Program name

p89

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat Priority check-in Preferred seat Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p90 p90

Alliance display Seat assignment PNR view functionality UMNR Lost ticket application

p91

Pets

86

Bag Acceptance

p92

Travel Classes

p93

87

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

88

Program name: Award ticket: Upgrade:

MilleMiglia Program

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

MilleMiglia Members may use their miles to upgrade on AZ, XM, VE, AP operated flights. Applicable to single leg.

Free extra bag allowance:

Weight concept +20 kg for Club Freccia Alata Plus (CFP) and Club Freccia Alata Member (CFA). Weight concept +10 kg for Club Ulisse Member.

Modification of an award ticket: Change date or time of departure: is possible without fee. Change routing or ticket beneficiary: Fee involved (5000 miles or 55 Euros).

Guaranteed seat:

Priority check-in:

Preferred seat:

Conditions: confirmed Economy Class reservation for Elite Plus Members, on any SkyTeam long-haul flight worldwide for full fare Y tickets sold at least 24 hours before departure. Customer waiting to travel on a full partner flight should contact the SkyTeam Support Desk of the operating carrier.

Elite and Elite Plus members, travelling in Magnifica/Business as well as Economy class may check–in on dedicated counters and where available in the lounges (the lounges are available only for Elite Plus members).

• LONG-HAUL: Yes • MEDIUM-HAUL: Yes (aisle or window, on international flights)

Reservation waiting list priority: Priority boarding:

Passengers are identified automatically with Elite status transfer and ranked accordingly.

Elite and Elite Plus members who wish to board early shall simply present their membership card at the gate. Available on all flights. 89

Sales and Ticketing Reservation class of service: • • • • • •

F: F/FFP: J: J,C,D,I J/FFP: Z Y: Y-B-M-H-K-V-T-N-Q-X-R-O-L-W Y/FFP: U

Alliance display:

A15AUGROMNYC//*S

Seat assignment: In AZ system availability is active for 11 months from the current date. No specific seat assignment on medium-haul flights (just window or aisle choice).

PNR view functionality: Yes, available for all. PNR View is a tool used to view a PNR booked in the computer system of a SkyTeam airline.

UMNR: • Supervision and Acceptance Child escorted onto the flight, introduced to the flight attendant, and escorted between connecting flights. Upon arrival, dedicated ground personnel will meet them and escort them to parents or guardians. • Age Requirements Age 5-14 mandatory on domestic flights (Italy) (additional fee will be applied) Age 5-15 mandatory on international and intercontinental flights (additional fee will be applied) • Minimum age for accompanying adult: 18 • Dedicated children's lounges: FCO, MXP • Restrictions: UMNR not allowed on last connecting flight of the day and multi-legged itineraries 90

Lost ticket application: Collection fee: • 50 Euros within IATA Europe. • 100 USD outside IATA Europe.

Pets: • AVIH: No pets or service animals are accepted in the UK except through air freight. Air France has placed an embargo on pets for passengers connecting via Paris (CDG): Any passenger travelling with animal in hold (AVIH) to/from a destination beyond Paris with connection in CDG must check the animal as cargo if the connecting time is less or equal to 2 hours. Operating carrier rules apply. Contact operating airline’s Support Desks for information. Limited number of AVIH permitted according to type of aircraft. • PETC: Small pets such as dogs, cats, birds, hamsters, ferrets are allowed under specific conditions. Limited number of PETC permitted, according to aircraft type.

91

Bag Acceptance • Weight concept 30 kg / 66 lbs in J/C 20 kg / 44 lbs in Y 10 kg / 22 lbs for infant in all classes. • Piece concept > Standard Economy: 2 pieces, 23 kg/50 lbs each. Flights from/to Brasil: 2 pieces, 32 kg/70 lbs each (travels originating from Brasil only) – 2 pieces, 23 kg/50lbs each (travels originating from the rest of the network). > Flights to USA and North America and vv., from CEE, ECE, ALG, CAS, TUN: 1 piece 23 kg/50lbs > Flights from/to other pc destinations: 2 pieces, 23 kg/50lbs > Magnifica: 2 pieces, 32 kg/70 lbs each, except for flights to USA and North America and vv., from CEE, ECE, ALG, CAS, TUN: 1 piece, 32 kg/70 lbs. > Premium Economy: same as Standard Economy, except for flights to USA and North America and vv., from CEE, ECE, ALG, CAS, TUN: 1 piece, 32 kg/70 lbs Infant allowance: > 1 piece 115 cm/23 kg (all pc destinations except for travels to/from USA and North America not originating from CEE, ECE, ALG, CAS, TUN). > 1 piece 115 cm/10 kg (only travels to/from USA and North America not originating from CEE, ECE, ALG, CAS, TUN). > 1 piece 115 cm/32 kg (only travels to/from USA and North America originating from CEE, ECE, ALG, CAS, TUN). • Carry-on 1 piece plus small personal carry-on item in coach. 55x35x25 cm, max sum total of all three sizes 115 cm (3.8 feet), max weight: 8kg. • Priority treatment: Premium cabin as well as Elite Plus checked bags shall be tagged with a Priority yellow tag for Priority handling. • Taxation: Baggage taxation is governed by operating carrier rules. 92

Travel Classes • Magnifica Class • Business Class • Classica Plus - Economy Plus Class • Economy Class

93

FFP

p96

Frequent flyer cards

p96

Program name

p97

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat Priority check-in

p98

Preferred seat Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p99 p99

Alliance display Seat assignment PNR view functionality UMNR Lost ticket application

p100

Pets

94

Bag Acceptance

p101

Travel Classes

p101

95

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

96

Program name: Award ticket:

Sky Pearl Club

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Upgrade: • Sky Pearl Club Upgrade on CZ operated and coded flights. • SkyTeam Mileage upgrade available to all SkyTeam FFP members (excluding AZ). Eligible itineraries must include at least one international country-to-country flight operated by a SkyTeam member airline.

Excess bag:

No

Free extra bag allowance:

Sky Pearl Club members on CZ coded and operated flights: • Weight concept: Gold +15 kg, Silver +10 kg; • Piece concept: Gold/Silver + 1 piece.

Modification of an award ticket: A 200 RMB or equivalent local currency fee applies for the date or time change to the Sky Pearl Club award ticket on SkyTeam partner airlines.

Guaranteed seat: Conditions: confirmed Economy Class reservation on any SkyTeam long-haul flight worldwide (international, 6 hours or more), full fare Economy ticket, at least 24h before departure. To make a request to China Southern flights: input “OSI CZ SKYT Y FULL FARE/GUARANTEED Y RQ FRM PAX” To make the request on ST member’s flights with the input of “OSI XX(two-letter company code) SKYT Y FULL FARE/GUARANTEED Y RQ FRM PAX” and contact the SkyTeam Support Desk of the operating partner for confirmation.

97

FFP

Priority check-in: Preferred seat:

First Class or Business Class check-in counter on CZ international flights only.

• LONG-HAUL: Yes.*on seat map if available. • MEDIUM-HAUL: Yes.*on seat map if available. • SHORT or SHUTTLE-HAUL: Yes.*on seat map if available.

Reservation waiting list priority: After entering the membership card number, passengers are identified automatically with Elite status and ranked accordingly.

Priority boarding: Elite and Elite Plus members may board first, or at their own convenience. On CZ international flights only.

98

Sales and Ticketing Reservation class of service: • • • • • •

F: F/A F/FFP: P J: C/D/J J/FFP: I Y: W/Y/T/K/H/M/G/S/L/Q/U/E/V/B/X /N/R Y/FFP: Z/O

Alliance display:

*S: select all SkyTeam network flights: AN*S01SEPPARSEL

Seat assignment:

Normal CZ entries for seat assignment

PNR view functionality: Yes, available for all. PNR View is a tool used to view a PNR booked in the computer system of a SkyTeam airline.

UMNR: • Supervision and Acceptance Child escorted onto the flight, introduced to the flight attendant, and escorted between connecting flights. Upon arrival, dedicated ground personnel will meet them and escort them to parents or guardians. • Age Requirements: Required for 5-11 years old. Optional 12-16 • Minimum age for accompanying adult: 18 • Restrictions: Not allowed on change flight transport

99

Sales and Ticketing

Lost ticket application: Fee amount to be collected under marketing rules: 500 CNY (80 USD).

Pets: • AVIH: Household pets are accepted for transport as checked baggage with prior approval from the carrier. Assistance dogs for passengers with disabilities could be carried in the passenger cabin or loaded in the animal conditioned compartments with prior approval from the carrier. Snakes will not be accepted for carriage. Animals contaminated with infectious diseases will not be accepted for carriage. Strongly smelling animals will not be accepted for carriage. The carrier is entitled to require the shipper to provide attendant(s) for the escorted shipment. • PETC: Accepted service animals: seeing-dog only. One seeing-dog accepted per plane.

100

Bag Acceptance • Weight concept: International flight: 40 30 20 10

kg kg kg kg

/ 88 lbs in P / F / 66 lbs in J / C / 50 lbs in Y (AM 25 kg / 55 lbs.) for infant in all classes.

• Piece concept: > Maximum 3 dimensions 158 cm per piece. Infant allowance: 1 piece 10 kg (22 lbs) + 1 stroller + cabin bag. > To and from United States: Economy: 2 pieces, 23 kg (50 lbs) each. Business: 2 pieces, 32 kg (70 lbs) each. > To and from Europe: Economy: 1 piece, 23 kg (50 lbs) each. Premium Economy: 2 pieces, 23 kg (50 lbs) each. Business: 3 pieces, 23 kg (50 lbs) each. • Carry-on: To and from Europe Economy: 1 piece 12 kg (26 lbs) with max. size 55x35x25 cm + 1 accessory. Premium economy and business: 2 pieces 18 kg (40 lbs) + 1 accessory, one with max. Size 55x35x25 cm, another with max. size 45x20x35 cm. • Additional routes: Economy, Premium Economy and Business: 1 piece 5 kg (11 lbs) with max. Size 20x40x55 cm + 1 accessory. First: 2 pieces 5 kg (11 lbs) per bag with max. size 20x40x55 cm each + 1 accessory. *accessory is applicable to briefcase/camera bag/notebook or laptop, etc.

• Priority treatment: Premium cabin as well as Elite Plus checked bags shall be tagged with a Priority tag for Priority handling on international flights

Travel Classes • First class • Business class • Economy class 101

FFP

p104

Frequent flyer cards

p104

Program name

p105

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat

p106

Priority check-in Preferred seat Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p107 p107

Alliance display Seat assignment PNR view functionality UMNR Lost ticket application Pets

102

Bag Acceptance

p108

Travel Classes

p109

103

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

104

Program name: Award ticket:

OK Plus

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Upgrade: • OK Plus members can spend their miles for SkyTeam upgrade on all SkyTeam operated flights (except flights operated by AZ,VN,RO,KQ,UX). Applies only for already issued, full-fare economy, electronic tickets. • Stand by airport upgrade for OK Plus Silver, Gold or Platinum Card holders (OK tickets only except RBD N, U or W) free of charge on OK operated flights. For OK Plus Silver Card holder are charged 2,000 miles for each flight segment of the trip, when the destination is from 2,000 to 3,999 miles distant, and 4,000 miles for each flight segment when the destination is 4,000 or more miles distant. Subject to operating conditions. • Confirmed upgrade for OK Plus Platinum Card holder and for one accompanying person travelling together (both OK e-ticket with RBD Y or M only) free of charge on OK operated flights, on request at special telephone line between 24 and 2 hours prior to departure. Subject to operating conditions.

Excess bag:

Yes, OK Plus members for OK Plus miles on OK-coded OK operated flights.

Free extra bag allowance: OK Plus Silver / Gold / Platinum benefit on OK-coded OK operated flights: • Silver 10 kg free of charge • Gold 20 kg free of charge • Platinum 30 kg free of charge and 10 kg for one accompanying person.

Modification of an award ticket:

No charge before ticket use.

105

FFP

Guaranteed seat: • Elite Plus members have a guaranteed booking in Economy Class; if they order and pay for a full-fare Economy ticket more than 24 hours before departure. Applies on international longhaul flights (6 hours or more) to the Middle East (except for Israel). • Elite Plus wanting to travel on full partner flight should contact the SkyTeam Support Desk of the operating partner.

Priority check-in: Preferred seat:

Business Class counter.

All flights - for Business Class only.

Reservation waiting list priority: Passengers are identified automatically with Elite status transfer and ranked accordingly.

Priority boarding: Elite and Elite Plus members may board first, or at their own convenience. To benefit, passengers are required to present SkyTeam Elite/Elite Plus membership card. On all flights. (except boarding via bus).

106

Sales and Ticketing Reservation class of service: • • • • • •

F: F/FFP: J: J, C, D J/FFP: Z Y: Y, M, B, H, K, T, A, L, X, Q, U, V, N, S, W, G, O Y/FFP: E

Alliance display:

*S: select all SkyTeam network flights: AN*S01SEPPARSEL

Seat assignment:

J Class seat assignment available on all flights.

PNR view functionality:

Yes, available for all. PNR View is a tool used to view a PNR booked in the computer system of a SkyTeam airline.

UMNR: • Supervision and Acceptance Child escorted onto the flight, introduced to the flight attendant, and escorted between connecting flights. Upon arrival, dedicated ground personnel will meet them and escort them to parents or guardians. • Age Requirements: mandatory from 5 to 11 years of age, optional from 12 to 17 years of age. • Minimum age for accompanying adult: 15

Lost ticket application: Pets: •

Collection fee: 100 USD / 50 EUR / 35 GBP.

AVIH: Operating carrier rules apply. Interlining of pets is allowed between partners. Contact operating airline’s Support Desk for information. No pets or service animals are accepted in the UK except through air freight. Embargoes for AVIH during summer months due to high heat.

• PETC: Limited to 1 in J Class and 2 in Y Class. 107

Bag Acceptance • Weight concept 30 kg / 66 lbs in J/C 20 kg / 44 lbs in Y 10 kg / 22 lbs for infant in all classes. • Piece concept In economy: 1 piece, 23 kg (50 lbs) 2 pieces, 23 kg (50 lbs) each - Elite or Elite Plus passenger, or - M or Y RBD passenger. In premium cabin (F and C): 2 pieces, 32 kg (70lbs) each. Infant allowance: 1 piece 115 cm/10kg (3.8 feet/22 lbs). • Carry-on 1 piece plus small personal carry-on item in coach. 56x45x25 cm, max sum total of all three sizes 115 cm (3.8 feet). • Priority treatment: Premium cabin as well as Elite Plus checked bags shall be tagged with a Priority yellow tag for Priority handling.

108

Travel Classes • Business Class • Economy Class

109

FFP

p112

Frequent flyer cards

p112

Program name

p113

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat Priority check-in Preferred seat

p114

Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p115 p115

Alliance display Seat assignment PNR view functionality UMNR Lost ticket application

p116

Pets

110

Bag Acceptance

p117

Travel Classes

p117

111

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

112

Program name: Award ticket:

SkyMiles

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Upgrade: All Medallion level members in the SkyMiles program receive unlimited Complimentary Medallion Upgrades, subject to availability, on most published coach fares within the United States.

Excess bag:

No.

Free extra bag allowance: DL Elite and Elite Plus level SkyMiles members are allowed one additional free piece of luggage (three total) on DL operated aircraft. Also, DL Elite and Elite Plus level SkyMiles members are exempt from overweight bag charges.

Modification of an award ticket: A 150 USD fee applies for any changes to an award ticket (SkySaver and SkyChoice) including: • Date, time, destination, stopover, open jaw, routing, and carrier changes. • Changing an open return. • If a waitlisted segment clears to or from a different origin or destination.

Guaranteed seat: Available for full Y fares, ticketing must be completed at least one hour before departure. SkyMiles Platinum Medallion members are eligible for Guaranteed Y on SkyTeam flights. Elite Plus wanting to travel on a full partner flight should contact the SkyTeam Support Desk of the operating carrier.

Priority check-in:

First class, Business Elite and Medallion counters, where available.

113

FFP

Preferred seat: • LONG-HAUL: Yes. P on seat map. Available to SkyTeam Elite members or others booked in full fare Y/B/M classes. • MEDIUM-HAUL: Yes. • SHORT OR SHUTTLE-HAUL: Yes, except on Delta Shuttle operated flights.

Reservation waiting list priority: Passengers are identified automatically with Elite status transfer and ranked accordingly. Waitlisted not available in all classes of services, check with DL’s SkyTeam Support Desk for additional clarification.

Priority boarding: Elite and Elite Plus members may board first, or at their own convenience. To benefit, passengers are required to present SkyTeam Elite/Elite Plus membership card. Not available on Delta Shuttle.

114

Sales and Ticketing Reservation class of service: • • • • • •

F: F, A F/FFP: R, V, G J: D, J, I, C J/FFP: O, X, Z Y: Y-B-M-H-Q-K-L-U-T-S Y/FFP: N-E

Alliance display:

*S: select all SkyTeam network flights: AN*S01SEPPARSEL

Seat assignment:

331 days prior to departure.

PNR view functionality:

Yes, available for all. PNR View is a tool used to view a PNR booked in the computer system of a SkyTeam airline.

UMNR: • Supervision and Acceptance Child escorted onto the flight, introduced to the flight attendant, and escorted between connecting flights. Upon arrival, dedicated ground personnel will meet them and escort them to parents or guardians. • Age Requirements: Required for 5-14 years old. • Children's lounges: Dusty’s Den at ATL, CVG, JFK, LAX, MCO, SLC, DTW, MSP and MEM (Seasonal hours of operation – check delta.com). • Minimum age for accompanying adult: 18 • Restrictions: UMNR not allowed on last connecting flight of the day UMNR ages 5-7 may travel on non-stop or through flights only. UMNR ages 8-14 unaccompanied minors may connect only to/from Air France and KLM.

115

Sales and Ticketing

Lost ticket application: Collection fee: 100 USD. Fee is subject to change.

Pets: • AVIH: Interline of pets is allowed between partners. Contact DL’s SkyTeam Support Desk for information on restrictions and embargos. Aircraft Limitations: Delta Mainline/Delta Shuttle - 6 total (2 premium cabin and 4 in economy). • PETC: Limited to 1 in F cabin 1 in J class 2 in Y cabin.

116

Bag Acceptance • Piece concept > Domestic Travel (between or within the United States/San Juan/U.S. Virgin Islands and Canada • Economy: 1 piece, 23kg (50lbs) $15 online/$20 airport and 2nd piece, 23kg (50lbs) $25 online/$30 airport • Premium cabin (F and C): 3 pieces, 32kg (70lbs) each. > International travel (between United States/Europe/Asia/Central and South America/Mexico) • Economy: 1 piece, 23kg (50lbs) and 2nd piece, 23kg (50lbs) $25 online/$30 airport (exception to and from Europe $50) . • Premium cabin: (F and C) 3 pieces, 32kg (70lbs) each. • Infant allowance: 1 piece 115cm/10kg (3.8 feet/22 lbs). • Carry-on: 1 piece plus small personal carry-on item in coach. 56x45x25 cm, max sum total of all three sizes 115 cm (3.8 feet). • Priority treatment: Premium cabin as well as Elite Plus checked bags shall be tagged with a Priority yellow tag for Priority handling on international flights of over 6 hours. • Charges: Baggage taxation is governed by marketing carrier rules.

Travel Classes • Business Elite (International only) • First Class (Domestic only) • Economy Class

117

FFP

p120

Frequent flyer cards

p120

Program name

p121

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat

p122

Priority check-in Preferred seat Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p123 p123

Alliance display Seat assignment PNR view functionality UMNR Lost ticket application

p124

Pets

118

Bag Acceptance

p125

Travel Classes

p125

119

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

120

Program name: Award ticket: Upgrade:

Flying Blue

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Flying Blue members may spend award upgrades on AF/KL/KQ/DL & UX- operated flights.

Excess bag: Flying Blue Elite members enjoy additional baggage allowance (AMS/BOM/AMS only) & UX-operated flights. Silver Elite - 05 kg/11 lbs Gold Elite - 10 kg/22 lbs Platinum Elite - 20 kg/44 lbs No additional baggage allowance is applicable on piece concept routes.

on

AF/KL/KQ/DL

All Flying Blue members may also spend excess baggage allowance on AF/KL/KQ (AMSNBO/CDG-NBO routes)/DL (AMS/BOM/AMS only) and UX operated flights. Excess baggage awards may not be redeemed when piece concept applies on KL/KQ/DL operated flights.

Free extra bag allowance: Flying Blue benefits on UX/AF/KL/KQ (AMS-NBO/CDG-NBO routes) operated flights.

Modification of an award ticket: Before ticket issued, changes are not charged. After ticket issued, before or after departure, flight/date/route: 40 Euros or 60 CAD for Canada, or 60 USD for USA, Central America, South America (or equivalent of 40 Euros in local currency) for a modification or cancellation. Free of charge if Open Miles ticket. Miles recredited at member’s request.

121

FFP

Guaranteed seat: KQ provides a highly automated process for handling SkyTeam Guaranteed Seat requests. This feature is offered to Elite Plus members wait-listed in S class at least 24 hours prior to departure on inter-continental flights.

Priority check-in:

Premier World (Business Class) & Flying Blue Platinum & Gold Elite & Elite plus.

Preferred seat: Select Seating offered to Elite Plus and Elite members, 90 days prior to departure on all intercontinental flights.

Reservation waiting list priority: Elite Plus & Elite members are automatically awarded a PA & PB waitlisted status on all waitlisted segments.

Priority boarding: Elite and Elite Plus members may board first, or at their own convenience. To benefit, passengers are required to present SkyTeam Elite/Elite Plus membership card. Available on all flights (when boarding via jet way).

122

Sales and Ticketing Reservation class of service: • J: J/C/I/Z/D • YZ: S/B/M/K/H/L/Q/T/V/X/G/E/N/U/W • D / W: FFP award seat classes

Alliance display:

*S: select all SkyTeam network flights: AN*S20SEPNBOLHR

Seat assignment:

Advance Seat Reservation possible 90 days prior to departure in all classes of service on KQ operations.

PNR view functionality: Yes available for all SkyTeam partners. PNR view is a tool used to view a PNR booked in the computer system of a SkyTeam carrier. AF, KL, UX, KQ and OK are Amadeus system users. Dual Access in place with KL.

UMNR: • Supervision and Acceptance Child escorted onto the flight, introduced to the flight attendant, and escorted between connecting flights. Upon arrival, dedicated ground personnel will meet them and escort them to parents or guardians. • Age Requirements: Required for 5-14 years old. Optional for 15 +. • Children's lounges: KAA Children’s Lounge at NBO. • Minimum age for accompanying adult: 15 except 18 to/from USA, Canada, Mexico. • Restrictions: No overnight stopover. No change of airport allowed. No connections on flights operated by train/bus.

123

Sales and Ticketing

Lost ticket application: At KQ direct sales points = 80 Euros At KL direct sales points = 80 Euros

Pets: • AVIH: Operating carrier rules apply. Interlining of pets is allowed between partners. Contact operating airline’s Support Desk for information. No pets or service animals are accepted in the UK and Nairobi except through air freight. • PETC: Only guide dogs permitted; PETC maximum 1 per cabin section. Criteria for acceptance as checked baggage: 1. IATA Live Animals Regulations (LAR) applies. 2. Pets shall not be accepted for carriage in the cabin, other than guide dogs accompanied by the guide dogs certificate; the check-in agent shall input the SSR code “AVIC”. 3. One passenger may check in three pets at the most. 4. The check-in agent shall input the SSR code “AVIH”on the DCS for checked in pets, to enable load planning and preparation of the NOTOC by load control. 5. Pets shall be packed in a strong IATA approved kennel with a metal door, suitable for travel by air. Any wheels shall be removed. Wire mesh kennels are not acceptable.

124

Bag Acceptance • Free baggage allowance

• > > > >

ECONOMY

BUSINESS

Africa To Asia & Middle East

40

50

Intra Africa

30

40

Europe

2 (PC) at 23 kg each

3 (PC) at 23 kg each

Piece concept In economy: 2 pieces, 23 kg (50lbs) each In premium cabin (F and C): 2 pieces, 32 kg (70lbs) each. Pieces with a weight over 32 kg/70,5 lbs are not allowed and must be carried as Freight. Baggage items which exceed the maximum dimensions or weight can only be transported as freight by KQ.

• Carry-on > Premier Class: 1 piece size 55x38x20 of max 10 kg, 1 additional smaller piece the total weight not to exceed 12 kg. > Economy class: 1 piece size 55x38x20 of max 10 kg, inclusive of personal items. • Priority treatment: Premium cabin as well as Elite Plus checked bags shall be tagged with a Priority yellow tag for Priority handling. • Taxation: Baggage taxation is governed by operating carrier rules.

Travel Classes • Premier World Business Class • Economy Class

125

FFP

p128

Frequent flyer cards

p128

Program name

p129

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat Priority check-in Preferred seat

p130

Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p131 p131

Alliance display Seat assignment PNR view functionality UMNR Lost ticket application

p132

Pets

126

Bag Acceptance

p133

Travel Classes

p133

127

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

128

Program name: Award ticket: Upgrade:

SKYPASS

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

SKYPASS miles on SkyTeam flights except on AZ, KQ, VN and UX.

Excess bag:

No

Free extra bag allowance:

SKYPASS members on KE flight only. SKYPASS Morning Calm club: 10 kg. SKYPASS Morning Calm premium club: 20 kg. SKYPASS Million Miler Club: 30 kg. *Korea – USA/Canada route is excluded. (However, Morning Calm premium and Million Miler members are permitted 1 extra piece on Korea – USA/Canada route where piece system is applied).

Modification of an award ticket: Unused ticket; possible to change without charge. Used ticket: not authorized to change. (If seats are available, date or time change is allowed).

Guaranteed seat: Conditions: confirmed Economy Class reservation on any SkyTeam long-haul flight worldwide (international, 6 hours or more), full fare Y ticket, at least 24h before departure. Elite Plus wanting to travel on a full partner flight should contact the SkyTeam Support Desk of the operating carrier. Korean Air offers this benefit on flights of over 6 hours.

Priority check-in:

Exclusive check-in: First class or Business class counter for Elite Plus members. Morning Calm counter for Elite members.

129

FFP

Preferred seat (not applicable to group passenger): • LONG-HAUL: For all Premium passengers and Economy class Elite and Elite Plus passengers on all routes including their companion. • MEDIUM-HAUL: Yes all classes. • SHORT OR SHUTTLE-HAUL: Yes, all classes.

Access to SkyTeam airlines lounges: Complimentary access to SkyTeam airlines lounge with a companion for Elite Plus members. Access is permitted on the same day of departure or connection on a flight operated by a SkyTeam airline.

Reservation waiting list priority: Passengers are identified automatically with Elite status transfer and ranked accordingly.

Priority boarding: Elite and Elite Plus members may board first, or at their own convenience. To benefit, passengers are required to present SkyTeam Elite/Elite Plus membership card.

Priority baggage handling: Prioirity baggage handling for Elite Plus members in case of SkyTeam operated flights.

Priority airport Stand-by: Airport Stand-by Priority is applicable to Elite and Elite Plus members to all SkyTeam-operated flights except Korean Air-operated flights.

130

Sales and Ticketing Reservation class of service: • • • •

F: F, P, R F/FFP : A C: C, J, O, Z C/FFP : D (FFP/FOC) I (FFP/UG) • Y: W,Y,K,T,M,H,E,B, L,S,Q,V,G,N,X • Y/FFP: U

Alliance display:

A01SEPPARSEL**S

Seat assignment:

Normal KE entries for seat assignment.

PNR view functionality: Yes, available for all. PNR View is a tool used to view a PNR booked in the computer system of a SkyTeam airline.

UMNR: • Supervision and Acceptance Child escorted onto the flight, introduced to the flight attendant, and escorted between connecting flights. Upon arrival, dedicated ground personnel will meet them and escort them to parents or guardians. • Age Requirements: Ages 5-11 Ages 12-14: mandatory when connecting to SkyTeam carriers*. * Connecting UM is not applicable on the flights to/from US/Canada. Optional for 12-16 on KE online routes when UM possess adult fare ticket. • Minimum age for accompanying adult: 12 • Restrictions: Not allowed on the last connecting flight of the day. The authorization request should be made at least 24 hours prior to the departure flight. 131

Sales and Ticketing

Lost ticket application:

Collection fee: 50,000 WON (50 USD).

Pets: Only dogs, cats and certain household birds permitted. Rodents such as rabbits, hamsters and guinea pigs are not permitted. American Pit Bull Terrier, Rottweiler, Dobermann etc. are not permitted. No pets are accepted in the UK/Australia/New Zealand/Fiji/HK etc. except through air freight. UM (Unaccompanied Minors) are not allowed to carry any pets. • AVIH: Operating carrier rules apply. Interlining of pets is allowed between partners. Contact operating airlines Support Desks for information. 1 AVIH per passenger is allowed. Not exceed 32 kg (70 lbs), not exceed 246 cm (97 inch) Max 4 AVIH accepted per flight. Not accepted on B737 except on domestic sector flights. • PETC: Not exceed 5 kg (11 lbs), not exceed 115 cm (45 inch) 1 PETC per passenger is allowed. The numbers of PETC are limited by A/C type. 1 in F cabin, 1 in C cabin, 4 in Y cabin for B747.

132

Bag Acceptance • Weight concept: 40 30 20 10

kg kg kg kg

/ / / /

88 66 44 22

lbs lbs lbs lbs

in P/F in J/C in Y for infant in all classes.

• Piece concept: > In economy: 2 pieces, 23 kg (50 lbs) each. > In premium cabin (F and C): 2 pieces, 32 kg (70 lbs) each. > Infant allowance: 1 piece 115 cm/10 kg (3.8 feet/22 lbs). • Carry-on: 1 Piece, 12kg (26 lbs) plus small personal carry-on item in economy. *small personal item is applicable to one of the laptop computer, briefcase and purse, etc. 2 Pieces, 18kg(40 lbs) in premium cabin (F and C). Max sum of three sizes 115cm (3.8 feet) per bag. • Priority treatment: Premium cabin as well as Elite Plus checked bags shall be tagged with a Priority yellow tag for Priority handling.

Travel Classes • First Class • Prestige Class • Economy Class

133

FFP

p136

Frequent flyer cards

p136

Program name

p137

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket

p138

Guaranteed seat Priority check-in Preferred seat Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p139

p140 p140

Alliance display Seat assignment PNR view functionality UMNR

p141

Lost ticket application Pets

134

Bag Acceptance

p142

Travel Classes

p143

135

FFP Frequent flyer cards

Elite Plus

Elite

286C 296C 299C

286C 296C 299C

032C

CARTE FB TAROM GOLD

COOL GRAY 11C Métallisé

4525C- Métallisé

COOL GRAY 8C Métallisé

CARTE FB TAROM PLATINUM OR Fond

ARGENT Fond

Nº dossier : 2009280E

Base Member

032C

4505-4495C Métallisé

Nº dossier : 2009280E

Date : 23/02/10

Date : 23/02/10

Validation DA/DC :

BLANC Validation DA/DC :

BLANC

Validation Client

Validation Client EMBOSSAGE

EMBOSSAGE

286C 296C 299C 032C ARGENT Fond COOL GRAY 11C Métallisé

136

Program name:

Flying Blue

Participant airlines: Award ticket: Upgrade:

AF/KL/RO/UX/KQ/SB

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Mileage upgrade is available for Flying Blue members on AF/KL/RO/UX/KQ/SB operated flights. Valid for eligible booking classes only.

Excess bag: Flying Blue members can purchase 5 kg extra baggage allowance with miles on AF/KL/RO**/UX/KQ operating flights. ** This facility will not be available on RO operated flights starting with June 05th, but at a later stage.

No extra baggage award for Piece-Concept* destinations, nor for oversize luggage and/or animals.

Free extra bag allowance: Flying Blue benefits on AF/KL/RO/UX/KQ operated flights (for KQ, operated flights from AMS to NBO only). Weight concept

Piece concept

For Club 2000

Silver Elite 5 kg / 11 lbs

1 additional piece of maximum 23 kg on AF/KL and RO (from July 1st 2010).

1 additional piece of maximum 23 kg on AF/KL and RO (from July 1st 2010)

Gold Elite + 10 kg / 22 lbs Platinum Elite + 20 kg / 44 lbs (up to July 1st 2010)

• All AF and KL routes are now under piece concept rules. • RO will change its baggage policy to piece concept starting July 01st 2010.

137

FFP

Modification of an award ticket: Before the ticket is issued, the changes are not charged. Changes allowed after issuance: • Before departure: flight number/date/destination may be changed on payment of 45 EUR fees per PNR; • After departure: flight number/date may be changed on payment of 45 EUR fees per PNR. Awards can be refunded before departure on payment of 45 EUR fees. Changes are allowed free of charge for the Flex Award tickets. Miles recredit (plus taxes) allowed at member’s request. No refund allowed in case of No Show.

Guaranteed seat: Not applicable, as RO does not operate any long haul international flight.

Priority check-in:

Passengers can enjoy priority check-in when travelling First or Business class or by showing their SkyTeam Elite or Elite Plus membership card. Business class counters available.

Preferred seat: (obs: it is applicable for Elite/Elite Plus passengers who shall be able to select a preferred seat on an international long haul flight) C/S cabin: seat maps available on all RO operated flights. Seat assignment available 180 days PTD, not available anymore under 24H PTD (PTD–prior time departure). Normal Amadeus entries for seat assignment.

Reservation waiting list priority: Passengers are identified automatically with Elite status transfer and ranked accordingly.

138

Priority boarding: Elite and Elite Plus members may board first or at their own convenience. To benefit, passengers are required to present their SkyTeam Elite/Elite Plus membership card. There is no priority boarding on RO domestic flights.

139

Sales and Ticketing Reservation class of service: • • • •

C: C, J, D, Z C/FFP: Z S: S, Y, B, M, K, R, H, G, L, Q, N, T, U, V, W, E ,X S/FFP: X

Alliance display:

*S: select all SkyTeam network flights: AN*S01DECBUHPAR

Seat assignment:

C/S cabin: seat maps available on all RO operated flights. Seat assignment available 180 days PTD, not available anymore under 24H PTD (PTD–prior time departure). Normal Amadeus entries for seat assignment.

PNR view functionality: • Yes, available for all. PNR view is a tool used to view a PNR booked in the computer system of a SkyTeam member. • AF, KL, OK, UX and RO are Amadeus system users. Retrieval PNR by: - PNR reference: >RTZ65PG3 - PNR reference + passenger name: >RT-23KL7T-PINK • Visible fields: Name, Contacts, OSI, Flight segment, SSR (Special meals, FQTV, Oths), Confirmed seat number. • AZ, CZ, KE, SU, VN are not Amadeus system users. Retrieval PNR by: - airline code + PNR reference >DP XX ZBL6KX (XX: airline code). - flight number + date + itinerary (optional) + passenger name >DP XX1740/01FEB DCALGA – SMITH/J (XX: airline code).

ATTN: PNR displayed cannot be modified (check with partners’ Support Desk).

140

UMNR: • Supervision and Acceptance Child will be escorted by dedicated personnel from the check-in desk to the aircraft, will be introduced to the Senior Cabin Crew, and, if applicable, will be escorted between connecting flights. Upon arrival, ground personnel meets the child and escort him to parents/legal guardian. • Age Requirements: 5-11 for all flights Optional: 12-17 only by parents/legal guardians request. • Minimum age for accompanying adult: 18 • Restrictions: According to the Romanian Law, Romanian citizens aged under 18 cannot travel alone. They must travel only accompanied by an adult (parent or legal guardian). For more information, please contact TAROM agencies. • Applicable fees: Please contact TAROM agencies.

Lost ticket application: EUR 50/ADT PAX, EUR 30/CHD PAX - INTERNATIONAL ROUTES; EUR 20/ADT PAX, EUR 12/CHD PAX – RO DOMESTIC ONLY ROUTES; (OR EQUIVALENT) *The service charge as indicated will be charged per passenger/adult and child. *the service charge will not apply to infants documents or documents lost by mail.

Pets: • AVIH: Operating carrier rules apply, interlining of pets is allowed between partners. For information please contact TAROM agencies. No pets or service animals are accepted in the UK and UAE, except through air freight. A 318: no AVIH allowed. • PETC: Only dogs and cats permitted Max number : according to A/C type Max weight: 5 kg Max dimension of container: 42x30x21 cm

141

Bag Acceptance • > > >

Piece concept (starting July 1st 2010) In economy class: 1 piece, 23 kg (50.5 lbs) each. In business cabin: 3 pieces, 23 kg (50.5 lbs) each. Infant allowance: 1 piece, 10 kg + 1 folding pushchair.

• Carry-on Business and Economy: 1 piece size 55x35x25 cm of max. 10 kg incl personal items, 1 additional smaller piece (a lady’s bag/man’s case, photo/video camera, laptop, other similar sized items) Infants with no seat are entitled to: 1 checked baggage 10kg + 1 light folding stroller (umbrella stroller). • Priority treatment: Elite Plus checked bags shall be tagged with a Priority yellow tag for Priority handling. • Taxation: Excess baggage is governed by operating carrier rules.

142

Travel Classes • Business Class • Economy Class

143

FFP

p146

Frequent flyer cards

p146

Program name

p147

Award ticket Upgrade Excess bag Free extra bag allowance Modification of an award ticket Guaranteed seat

p148

Priority check-in Preferred seat Reservation waiting list priority Priority boarding

Sales and Ticketing Reservation class of service

p149 p149

Alliance display Seat assignment PNR view functionality UMNR Lost ticket application Pets

144

Bag Acceptance

p150

Travel Classes

p151

145

FFP Frequent flyer cards

Elite Plus

Elite

Base Member

146

Program name: Award ticket:

Golden Lotus Plus

Each partner offers passengers the possibility to earn and spend miles on any member airline’s own flights carrying the SkyTeam code.

Upgrade: Golden Lotus Plus Members: may spend award upgrades with paid tickets when all flight sectors are on VN codes. Platinum, Gold and Titanium Members: Priority for complimentary upgrades to Business Class for members having confirmed seats in Economy/Deluxe Economy Class when these seat classes are oversold at check-in and Business Class is still available. Platinum and Gold Members: Priority for complimentary upgrades to Deluxe Economy Class are offered at the airport to members holding Economy Class tickets on VN-operated flights having Deluxe Economy Class when seats are still available.

Excess bag: All Golden Lotus Plus Members may also spend miles for excess baggage awards on VN-operated flights.

Free extra bag allowance: Golden Lotus Plus Members enjoy free extra baggage allowance on VN-operated flights Titanium Elite: + 10 kg Gold Elite: + 15 kg Platinum Elite Plus: + 25 kg.

Modification of an award ticket: Award ticket is valid one year. Ticket can be rebooked but itinerary changes are not possible. Ticket totally unused: Can refund taxes and charges but redeemed mileage cannot be recredited to member’s account.

147

FFP

Guaranteed seat: • Platinum (Elite Plus) members are ensured seats when buying full fare Economy ticket on international and domestic flights between: Hanoi, Ho Chi Minh City and Danang when reservation is made at least 24 hours in advance. • Gold (Elite) members are ensured seats when buying full fare Economy ticket on domestic flights between: Hanoi, Ho Chi Minh City and Danang when reservation is made at least 48 hours in advance and 72 hours on international flights. • Titanium (Elite) members are ensured seats when buying full fare Economy ticket on domestic flights between: Hanoi, Ho Chi Minh City and Danang when reservation is made at least 72 hours in advance and 96 hours on international flights.

Priority check-in: Preferred seat:

Gold, Titanium (Elite) members and Platinum (Elite Plus) members enjoy check-in at Business class counter.

Gold, Titanium (Elite) members and Platinum (Elite Plus) members can choose seats on the flights as required on long-haul international flights of 6 hours or more by sending seat request first.

Reservation waiting list priority: Gold, Titanium (Elite) members enjoy priority in the waiting list and Platinum (Elite Plus) enjoy highest priority.

Priority boarding: Gold (Elite) members and Platinum (Elite Plus) members enjoy boarding with Business passengers. Titanium (Elite) members are invited for boarding before other Economy class passengers.

148

Sales and Ticketing Reservation class of service: • • • • • •

F: (Nil) F/FFP: (Nil) C: C,D,J C/FFP: J Y: Y, W, K, S, G, B, H, X, L, M, T, O, N, R, Q, E. Y/FFP: U

Alliance display:

Select all SkyTeam network flights: 1[DATE][SEGMENT]¥/*S

Seat assignment:

330 days prior to departure. Seat maps avalibale on long-haul flights only (Europe, Japan).

PNR view functionality:

Q[CARRIER CODE]/*[RECORD LOCATOR] or Q[CARRIER CODE]/*[FLIGHT NUMBER]/[FLIGHT DATE]-[NAME]

UMNR: • Supervision and Acceptance Service includes greeting the child at the check-in counter airport, escorting them to the aircraft, in-flight supervision, escorting them between connecting flights, supervision by dedicated ground personnel and escorting them to parents or guardians at the arrival airport. • Age Requirements: Required for 2 years up to 12 years old. • Minimum age for accompanying adult: 18 years old.

Lost ticket application: Pets:

Fee amount for SKT ticket: 100 USD

Pets carried as checked baggage include dog, cat and bird. Other animals can only be carried as cargo. Procedures for carrying animals as cargo are not mentioned in this regulation. Request for AVIH should be made at least 24 hours prior to ETD. 149

Bag Acceptance • Weight concept > In TC3 Except to/from Australia: (as specified in article b below) - Business class: 30 kg; - Economy class: 20 kg. > TC2/AU-VN-HAN/SGN…; TC2/AU-VN-HAN/SGN–VN-TC3 …; HAN/SGN – VN-TC2/AU-VN-HAN/SGN –VN-TC3 … - Business class: 40 kg; - Special Economy (I/Z): 40 kg; - Economy class: 30 kg. > Inf: 10 kg. • Piece concept > Number and size of bags: - Business Class : Two pieces of baggage of which the sum of three dimensions of each does not exceed 158 cm (62 inches). - Economy Class: Two pieces of baggage (measured together) of which the sum of three dimensions does not exceed 273 cm (107 inches), provided the sum of three dimensions of each bag does not exceed 158 cm (62 inches). > Weight a piece: 23 kg/1 piece > Inf: one piece of checked baggage of which the sum of the three dimensions does not exceed 115 cm and the weight does not exceed 23 kg plus one collapsible stroller. • Carry-on > Business class: 2 pieces x 7 kg; > Economy class: 1 piece x 7 kg Sum of three dimensions shall not exceed 56x36x23 cm

150

Travel Classes • Business Class • Economy Class

151

152

Calling from Europe

p154

Calling from Asia

p156

Calling from Americas

p158

Calling from other Countries

p160

Support desk phone numbers

153

Support desk phone numbers

Calling from Europe

CALLING FROM

NUMBER TO DIAL

CALLING FROM

NUMBER TO DIAL

1 800 882 881

Russia

8 800 333 5555

Ireland

Czech Republic

800 800 158

Italy

800 905 668

France

0805 98 0010

The Netherlands

8 000 203 592

Germany

8 000 001 151

UK

8000260033

Spain

900 98 52 88

Germany

0 800 1810418

France

0 800 91 71 35

Moscow

800 463 94 73

France, UK, Italy

00 800 900 10001

Czech Republic

00 800 142 123

00 800 86 86 86 86

Russia

France UK

Italy 00 800 86 86 86 86

Ireland

Spain

The Netherlands

Others countries

+33 1 57 02 10 57

0800 189 0485

France

080 907 794

Germany

or 0033 155 698 456

The Netherlands

0800 759 8326

Czech Republic

0800 142 570

Russia

0800 205 41031

Ireland

1800 552 109

UK

0800 032 7107

Italy

0800 787 135

France

0 800 9032 97

Czech Republic

0 800 14 21 43

Germany

0 800 1824 310

Russia

0 810 800 2153 1044

UK

0 800 096 475 6

Holland

0 8000 22 01 46

Spain

900 996 947

Italy

0 800 13 94 28

154

CALLING FROM

NUMBER TO DIAL

CALLING FROM

NUMBER TO DIAL

France

0800 909 896

Russia

Germany

0800 181 0163

1800 657 206

• Call via Rostelecom (Moscow) • Call via Rostelecom (St Petersburg) • Call via Sovintel (Moscow) • Call via Sovintel (St Petersburg) • From Sakhalin Ismands

00 800 8808 0800

Anywhere

+ 420 239 007 579

00 800 830 7460

Spain

900 947 640

Czech Republic

800 14222101 799 7999

Russia

810 800 200 31353

Italy

0800 873 773

The Netherlands

0800 0022 0712

UK

0808 234 4562

Czech Republic Ireland

800 001 112

(pin: 3102)

84 957 473 322 88 127 473 322 9602 222

(pin: 3103)

3468 022 16 161

France, Germany, Ireland, UK The Netherlands

France, Germany, UK, Italy

Anywhere

254 20 327 4747

France, Germany

00 800 0799 7999

UK, Italy The Netherlands

Czech Republic

800900095

Germany

08005890992

France

0805980046

The Netherlands

0800 020 5896

Ireland

1800 946 276

UK

08000260192

Italy

800 089 720

Czech Republic

800 700 363

Italy

800 873 179

France

0800 916619

Russia

8 10 8002 8441012

Germany

0800 181 7929

The Netherlands

0 800 022 8743

Ireland

1 800 550 379

UK

0 800 680 0639

155

Support desk phone numbers

Calling from Asia

CALLING FROM

NUMBER TO DIAL

Japan

0053 1160 728

Korea

00798 613 60996

China

108 003 300 034

Korea

00 798 148 004 558

North of China

10 800 712 1591

South of China

10 800 120 1591

Anywhere

00 34 871 20 30 63

China

8008 30 30 40

Other countries

822 778 1303

China

31 20 206 84 71

Japan

0053 131 005

South Korea

0030 831 10002

Korean

00 798 3917 1398

Japan

00 442 239 21 11

China

10 800 39 000 25 156

CALLING FROM

NUMBER TO DIAL

CALLING FROM

Korean

007 988 620 508

China

Japan

006 633 886 001

NUMBER TO DIAL

800 830 3939 [email protected]

0034 800 400 915 005 310 860 014

Korea

Korea

DACOM KTA ONSE

Japan

IDC KDD TELECOM

Anywhere

280 000 800 800

Other countries

+420 239 007 579

002 800 830 746 001 800 830 746 008 800 830 746

Northern China

1 0800 714 1208

Southern China

1 0800 140 1205

0061 800 830 74 001 800 830 746 0041 800 830 74 254 20 327 4747

Korea

82 2 2194 1999

Japan

0061 010 800 2194 1999 001 010 800 2194 1999 0041 010 800 2194 1999

North of China

1 0800 820 2512

South of China

1 0800 282 3001

Japan

0066 33 800665

North of China

10 800 713 1357

Korea

00 308 13 2526

South of China

10 800 130 1316

Vietnam

1800555564

157

Support desk phone numbers

Calling from Americas

CALLING FROM

NUMBER TO DIAL

CALLING FROM

NUMBER TO DIAL

Canada

866 221 7291

Mexico

1 800 31 1693

Chile

008 056 90 001699

USA

866 879 7647

USA

1 877 21391 42

Sao Paulo

800 8917698

Chile

800 835641

Mexico

01 800 021 4750

Anywhere

00 34 871 20 30 63

USA, Canada, Mexico, Puerto Rico,

187 79 54 32 71

US Virgin Islands

USA

Other countries, North, Central,

00 800 86 86 86 86

South America

1800 692 0255

Panama

00800 044 9502

Canada Mexico

USA

18 006 173 159

Chile

12 300 207 110

Canada

18 884 310 583

Mexico

18 668 158 547

Brazil

00 083 9911 96

158

CALLING FROM

NUMBER TO DIAL

CALLING FROM

NUMBER TO DIAL

USA

1 877 267 8987

Chile

12 300 203 382

1 866 491 7475

Mexico

18 665 960 853

Canada

1 866 493 6581

USA, Canada

011 800 8808 0800

Other countries

+ 420 239 007 579

Canada

008 002 266 503

USA

1 800 830 7460

Mexico

001 800 830 7460

Anywhere

254 20 327 4747

USA, Canada

1 877 626 8326

Mexico

001 877 626 8326

Canada

8663522711

USA

coming soon

Canada

1 800 963 0097

Mexico

01 800 681 9578

Chile

1230 020 9724

USA

1 800 969 9735

159

Support desk phone numbers

Calling from other Countries

CALLING FROM

NUMBER TO DIAL

Angola, Luanda

244 2 430682

Egypt, Cairo

20 2 3900429, 3937409

Anywhere

00 52 55 9132 4747

Anywhere

00 34 871 20 30 63

Anywhere

+1 954 835 3271 US -33 1 57 02 10 57 FRANCE

Anywhere

0031 202 068 471 0016 127 252 627

Anywhere

34 871 20 30 63

Anywhere

0086 208 668 2000

Anywhere

+420 239 007 579

Anywhere

1 404 714 5104

Anywhere

254 20 327 47 47

Anywhere

82 2 21 94 1999 (SEL) 353 1 799 7999 (DUB) 1 213 484 5758 (LAX)

Anywhere

0040 21 2014070

Anywhere

(844) 39 38 17 20 (844) 39 38 17 21 160

Notes

161

Support desk phone numbers

Notes

162

SkyTeam Network

163

SkyTeam Network

AFRICA

ETHIOPIA GABON GHANA GUINEA IVORY COAST KENYA

LIBERIA LIBYA MALAWI MALI MAURITANIA MOROCCO

MOZAMBIQUE NIGER NIGERIA

PEOP. REP. OF CONGO PEOP. REP. OF DJIBOUTI REP. DEM. FO CONGO

RWANDA SENEGAL SIERRA LEONE SOUTH AFRICA SPAIN (CANARY IS.)

SUDAN TANZANIA

TOGO

ALG LAD CAI HRG SSH COO GBE OUA BJM DLA NSI BGF NDJ SSG BSG ADD LBV ACC CKY ABJ KIS MBA NBO ROB TIP LLW BKO NKC CMN RAK OUD RBA MPM NIM ABV KAN LOS PHC BZV PNR JIB FIH FKI FBM KGL DKR FNA CPT JNB ACE FUE LPA SPC TFS TFN KRT DAR JRO ZNZ LFW

TUNISIA

ZIMBABWE

DJERBA TUNIS ENTEBBE/KAMPALA LUSAKA NDOLA HARARE

DJE TUN EBB LUN NLA HRE

COMORO IS. DEM. REP. MADAGASCAR FRANCE (INDIAN OCEAN) MALDIVES MAURITIUS MAYOTTE SEYCHELLES ISLANDS

MORONI TANANARIVE REUNION IS. MALE MAURITIUS DZAOUDZI MAHE IS.

HAH TNR RUN MLE MRU DZA SEZ

ARMENIA AUSTRALIA

EREVAN SYDNEY BRISBANE MELBOURNE BAKU DACCA PHNOM PENH SIEM REAP NADI PAPEETE HONG KONG BANGALORE BOMBAY DELHI DENPASAR JAKARTA-CENGKARENG AKITA AOMORI FUKUOKA HAKODATE HIROSHIMA KAGOSHIMA KOMATSU NAGASAKI NAGOYA NIIGATA OITA OKAYAMA OSAKA SAPPORO SENDAI SHIZUOKA MT FUJI TOKYO-HANEDA TOKYO-NARITA TOYAMA ALMA-ATA ASTANA BISHKEK OSH LUANG PRABANG VIENTIANE KOTA KINABALU KUALA LUMPUR PENANG GUAM ISLAND

EVN SYD BNE MEL GYD DAC PNH REP NAN PPT HKG BLR BOM DEL DPS CGK AXT AOJ FUK HKD HIJ KOJ KMQ NGS NGO KIJ OIT OKJ KIX CTS SDJ FSZ HND NRT TOY ALA TSE FRU OSS LPQ VTE BKI KUL PEN GUM

UGANDA ZAMBIA

AZERBAIJAN BANGLADESH CAMBODIA FIJI FR. POLYNESIA HONG KONG INDIA

INDONESIA JAPAN

KAZAKHSTAN KYRGYZSTAN LAOS MALAYSIA

MARIANA ISLANDS

164

MONGOLIA MYANMAR NEPAL NEW ZEALAND P. R. CHINA

ASIA/PACIFIC

CEN. AFRICAN EMPIRE CHAD EQUATORIAL GUINEA

CODE

AFRICA

BENIN BOTSWANA BURKINA FASO BURUNDI CAMEROON

CITY ALGIERS LUANDA CAIRO HURGHADA SHARM EL SHEIKH COTONOU GABORONE OUAGADOUGOU BUJUMBURA DOUALA YAOUNDE BANGUI N'DJAMENA MALABO BATA ADDIS ABABA LIBREVILLE ACCRA CONAKRY ABIDJAN KISUMU MOMBASA NAIROBI MONROVIA TRIPOLI LILONGWE BAMAKO NOUAKCHOTT CASABLANCA MARRAKECH OUJDA RABAT MAPUTO NIAMEY ABUJA KANO LAGOS PORT HARCOURT BRAZZAVILLE POINTE NOIRE DJIBOUTI KINSHASA KISANGANI LUBUMBASHI KIGALI DAKAR FREETOWN CAPE TOWN JOHANNESBURG ARRECIFE FUERTEVENTURA LAS PALMAS SANTA CRUZ LA PALMA TENERIFE TENERIFE-N LOSRODEO KHARTOUM DAR ES SALAAM KILIMANJARO ZANZIBAR LOME

AFRICA/ INDIAN OCEAN

ALGERIA ANGOLA ARAB REP. OF EGYPT

ASIA/PACIFIC

COUNTRY

SAIPAN ULAN BATOR YANGON KATHMANDU AUCKLAND AKSU ALTAY ANQING ANSHAN BAISHAN CHANGBAISHAN AIRPORT BAOSHAN BAOTOU BEIHAI BEIJING BUERJIN CITY KANASI CITY CHANGCHUN CHANGDE CHANGSHA CHANGZHI CHANGZHOU CHENGDU CHIFENG CHONGQING DALI CITY DALIAN DANDONG DAQING SHI DATONG DAYONG DONGSHENG DUNHUANG ENSHI FUYANG FUZHOU GUANGZHOU GUILIN GUIYANG HAIKOU HAILAR HAMI HANGZHOU HARBIN HEBEI HANDAN HEFEI HEIHE HOHHOT HUANGYAN JIAMUSI JINAN JINGHONG JINING JINJIANG JIUJIANG KARAMAY KASHI KHOTAN KORLA KUNMING KUQA LANZHOU

SPN ULN RGN KTM AKL AKU AAT AQG AOG NBS BSD BAV BHY PEK KJI CGQ CGD CSX CIH CZX CTU CIF CKG DLU DLC DDG DQA DAT DYG DSN DNH ENH FUG FOC CAN KWL KWE HAK HLD HMI HGH HRB HDG HFE HEK HET HYN JMU TNA JHG JNG JJN JIU KRY KHG HTN KRL KMG KCA LHW

PAKISTAN PHILIPPINES REPUBLIC OF KOREA

CODE

SINGAPORE SOC. REP. OF VIETNAM

TAIWAN TAJIKISTAN THAILAND

TURKMENISTAN UZBEKISTAN ARGENTINA BELIZE BRAZIL

CANADA

CHILE COLOMBIA

165

GANZHOU KUNSAN KWANGJU PUSAN SEOUL-INCHEON SEOUL-GIMPO TAEGU ULSAN WON-JU-ARPT YOSU SINGAPORE BAN ME THUOT CA MAU CAN THO COONG CON DAO DALAT DANANG DIEN-BIEN-PHU DONG HOI HAIPHONG HANOI HO CHI MINH HUE NHA-TRANG PHUQUOC PLEIKU QUINHON RACH GIA TAMKY TUY HOA VINH CITY KAOHSIUNG TAIPEI DUSHANBE KHUDZHAND (LENINABAD) BANGKOK CHIANG MAI PHUKET ASHKHABAD TASHKENT

KOW KUV KWJ PUS GMP ICN TAE USN WJU RSU SIN BMV CAH VCA VCS DLI DAD DIN VDH HPH HAN SGN HUI NHA PQC PXU UIH VKG VCL TBB VII KHH TPE DYU LBD BKK CNX HKT ASB TAS

BUENOS AIRES BELIZE CITY BRASILIA FORTALEZA MANAUS RIO DE JANEIRO SALVADOR SAO PAULO CALGARY CHARLOTTETOWN EDMONTON HALIFAX LONDON MONTREAL OTTAWA QUEBEC REGINA SASKATOON THUNDER BAY TORONTO VANCOUVER WINNIPEG SANTIAGO BOGOTA

EZE BZE BSB FOR MAO GIG SSA GRU YYC YYG YEG YHZ YXU YUL YOW YQB YQR YXE YQT YYZ YVR YWG SCL BOG

COSTA RICA ECUADOR EL SALVADOR GUATEMALA HONDURAS

MEXICO

THE AMERICAS

LXA LYG LJG LLF LYI HZH LZH LYA MXZ OHE MDG KHN NAO NKG NNG NTG NNY NGB IQM TAO NDG SYX SHA PVG SWA SHE SZX SJW JZH TYN TSN TEN TXN URC WEH WNZ WUH WUX WUS WUZ XIY XMN XFN XNN NLT XUZ YNZ YNJ YNT YIH LDS INC YIN YIW YCU ZHA CGO HJJ ZUH ISB CEB MNL CJU CJJ HIN

ASIA/PACIFIC

CITY LHASA LIANYUNGANG LIJIANG CITY LING LING LINYI-ARPT LIPING LIUZHOU LUOYANG MEIXIAN MOHE COUNTY MUDANJIANG NANCHANG KIANGSI NANCHONG NANJING NANNING NANTONG NANYANG NINGBO QIEMO QINGDAO QIQIHAR SANYA SHANGHAI-HONGQIAO SHANGHAI-PUDONG SHANTOU SHENYANG SHENZHEN SHIJIAZHUANG SONG PAN TAIYUAN TIANJIN TONGREN TUNXI URUMQI WEIHAI WENZHOU WUHAN WUXI WUYISHAN WUZHOU XI AN XIAMEN XIANGFAN XINING XINYUAN CITY NALATI ARPT XUZHOU YANCHENG YANJI YANTAI YICHANG YICHUN SHI YINCHUAN YINING YIWU YUN CHENG ZHANGJIANG ZHENGZHOU ZHI JIANG ZHUHAI ISLAMABAD/RAWALPINDI CEBU MANILA CHEJU CHEONG JU CITY CHINJU

THE AMERICAS

ASIA/PACIFIC

COUNTRY

NICARAGUA PANAMA REPUBLIC PERU USA

LIBERIA SAN JOSE GUAYAQUIL QUITO SAN SALVADOR GUATEMALA CITY ROATAN SAN PEDRO SULA TEGUCIGALPA ACAPULCO AGUASCALIENTES CAMPECHE CANCUN CHIHUAHUA CIUDAD DEL CARMEN CIUDAD JUAREZ CIUDAD OBREGON COZUMEL CULIACAN DURANGO GUADALAJARA HERMOSILLO LA PAZ LEON-GUANAJUATO LOS MOCHIS MATAMOROS MAZATLAN MERIDA MEXICALI MEXICO CITY MONTERREY MORELIA NUEVO LAREDO OAXACA POZA RICA PUEBLA PUERTO VALLARTA QUERETARO REYNOSA SAN JOSE DEL CABO SAN LUIS POTOSI TAMPICO TAPACHULA TIJUANA TOLUCA TORREON VERACRUZ VILLAHERMOSA ZACATECAS ZIHUATANEJO MANAGUA PANAMA CITY LIMA ABERDEEN AKRON/CANTON ALBANY ALBANY ALBUQUERQUE ALEXANDRIA ALLENTOWN ALPENA AMARILLO ANCHORAGE APPLETON ASHEVILLE

LIR SJO GYE UIO SAL GUA RTB SAP TGU ACA AGU CPE CUN CUU CME CJS CEN CZM CUL DGO GDL HMO LAP BJX LMM MAM MZT MID MXL MEX MTY MLM NLD OAX PAZ PBC PVR QRO REX SJD SLP TAM TAP TIJ TLC TRC VER VSA ZCL ZIH MGA PTY LIM ABR CAK ABY ALB ABQ AEX ABE APN AMA ANC ATW AVL

CODE HTS ATL AGS AUS BWI BGR BTR BJI BIL BGM BHM BIS BMI BOI BOS BZN BRD TRI BUF BUR BTV BTM CPR CDC CID CMI CHS CRW CLT CHO CHA MDW ORD HIB CVG CLE COS COU CAE CSG GTR CMH DAL DFW DAY DAB DEN DSM DTW DVL DHN DLH ELP EKO ELM ERI ESC EUG EVV FAI FAR XNA FAY FNT FLO

FRESNO FT. DODGE FT. LAUDERDALE FT. MYERS FT. SMITH FT. WAYNE GAINESVILLE GILLETTE GRAND FORKS GRAND JUNCTION GRAND RAPIDS GREAT FALLS GREEN BAY GREENBRIER GREENSBORO/HIGH POINT GREENVILLE GREENVILLE/SPARTANBURG GULFPORT/BILOXI HARRISBURG HARTFORD CT/SPRINGFIELD HELENA HILTON HEAD ISLAND HONOLULU HOUSTON-HOBBY HOUSTON-INTERCONTINENTAL HUNTSVILLE/DECATUR IDAHO FALLS INDIANAPOLIS INDIO/PALM SPRINGS INTERNATIONAL FALLS IRON MOUNTAIN ITHACA JACKSON JACKSON/VICKSBURG JACKSONVILLE, FL JACKSONVILLE, NC JAMESTOWN KAHULUI KALAMAZOO KALISPELL KANSAS CITY KEY WEST KILLEEN KNOXVILLE KONA LA CROSSE LAFAYETTE LANSING LAS VEGAS LAUREL/HATTIESBURG LEWISTON LEXINGTON/FRANKFORT LIHUE LINCOLN LITTLE ROCK LONG BEACH LOS ANGELES LOUISVILLE LOVELL/CODY LUBBOCK LYNCHBURG MADISON MANCHESTER MARQUETTE MASON CITY

166

FAT FOD FLL RSW FSM FWA GNV GCC GFK GJT GRR GTF GRB LWB GSO GLH GSP GPT MDT BDL HLN HHH HNL HOU IAH HSV IDA IND PSP INL IMT ITH JAC JAN JAX OAJ JMS OGG AZO FCA MCI EYW GRK TYS KOA LSE LFT LAN LAS PIB LWS LEX LIH LNK LIT LGB LAX SDF COD LBB LYH MSN MHT MQT MCW

THE AMERICAS

CITY ASHLAND KY/HUNTINGTON ATLANTA AUGUSTA AUSTIN BALTIMORE BANGOR BATON ROUGE BEMIDJI BILLINGS BINGHAMTON BIRMINGHAM BISMARCK BLOOMINGTON BOISE BOSTON BOZEMAN BRAINERD BRISTOL BUFFALO BURBANK BURLINGTON BUTTE CASPER CEDAR CITY CEDAR RAPIDS/IOWA CITY CHAMPAIGN CHARLESTON, SC CHARLESTON, WV CHARLOTTE CHARLOTTESVILLE CHATTANOOGA CHICAGO-MIDWAY CHICAGO-O’HARE CHISHOLM/HIBBING CINCINNATI CLEVELAND COLORADO SPRINGS COLUMBIA, MO COLUMBIA, SC COLUMBUS, GA COLUMBUS, MS COLUMBUS, OH DALLAS DALLAS/FT.WORTH DAYTON DAYTONA BEACH DENVER DES MOINES DETROIT DEVILS LAKE DOTHAN DULUTH EL PASO ELKO ELMIRA ERIE ESCANABA EUGENE EVANSVILLE FAIRBANKS FARGO FAYETTEVILLE, AR FAYETTEVILLE, NC FLINT FLORENCE

THE AMERICAS

THE AMERICAS

COUNTRY

MEDFORD MELBOURNE MEMPHIS MERIDIAN MIAMI MILWAUKEE MINNEAPOLIS/ST.PAUL MINOT MISSION/MCALLEN MISSOULA MOBILE MOLINE MONROE MONTGOMERY MONTROSE MUSCLE SHOALS MYRTLE BEACH NANTUCKET NASHVILLE NEW BERN NEW ORLEANS NEW YORK-KENNEDY NEW YORK-LA GUARDIA NEWARK NEWBURGH NEWPORT NEWS/WMSBURG NORFOLK OAKLAND OKLAHOMA CITY OMAHA ONTARIO ORLANDO PANAMA CITY-FLORIDA BEACHES PANAMA CITY, FL PASCO PELLSTON PENSACOLA PEORIA PHILADELPHIA PHOENIX PIERRE PITTSBURGH POCATELLO PORTLAND, ME PORTLAND, OR PROVIDENCE RALEIGH/DURHAM RAPID CITY REDMOND RENO RHINELANDER RICHMOND ROANOKE ROCHESTER, MN ROCHESTER, MI ROCK SPRINGS SACRAMENTO SAGINAW SALT LAKE CITY SAN ANTONIO SAN DIEGO SAN FRANCISCO SAN JOSE SANTA ANA SANTA BARBARA

MFR MLB MEM MEI MIA MKE MSP MOT MFE MSO MOB MLI MLU MGM MTJ MSL MYR ACK BNA EWN MSY JFK LGA EWR SWF PHF ORF OAK OKC OMA ONT MCO ECP PFN PSC PLN PNS PIA PHL PHX PIR PIT PIH PWM PDX PVD RDU RAP RDM RNO RHI RIC ROA RST ROC RKS SMF MBS SLC SAT SAN SFO SJC SNA SBA

VENEZUELA

THE CARIBBEAN

ARUBA BERMUDA B.W.I. BAHAMAS

BARBADOS CUBA DOMINICAN REPUBLIC

FRANCE (FR. GUIANA) FRANCE (GUADELOUPE) FRANCE (MARTINIQUE) GUYANA HAITI JAMAICA LEEWARD IS. NETH. ANTILLES

PUERTO RICO SURINAM

CODE

ARUBA BERMUDA PROVIDENCIALES FREEPORT GEORGE TOWN NASSAU BARBADOS HAVANA PUERTO PLATA PUNTA CANA SANTIAGO SANTO DOMINGO CAYENNE POINTE A PITRE FORT DE FRANCE GEORGETOWN PORT AU PRINCE KINGSTON MONTEGO BAY ST. KITTS BONAIRE CURACAO ST. MAARTEN SAN JUAN PARAMARIBO

AUA BDA PLS FPO GGT NAS BGI HAV POP PUJ STI SDQ CAY PTP FDF GEO PAP KIN MBJ SKB BON CUR SXM SJU PBM

TRINIDAD & TOBAGO USVI (ST.CROIX) USVI (ST.THOMAS) WEST INDIES

WINDWARD IS. ALBANIA AUSTRIA BELARUS BELGIUM BULGARIA CROATIA

CYPRUS CZECH REPUBLIC

DENMARK ESTONIA FINLAND FRANCE

GERMANY

167

PORT OF SPAIN TOBAGO CHRISTIANSTED CHARLOTTE AMALIE ANTIGUA GRAND CAYMAN ST. LUCIA GRENADA

POS TAB STX STT ANU GCM UVF GND

TIRANA VIENNA MINSK ANTWERP BRUSSELS SOFIA DUBROVNIK SPLIT ZAGREB LARNACA BRNO KARLOVY VARY OSTRAVA PRAGUE BILLUND COPENHAGEN TALLINN HELSINKI AJACCIO ANNECY BASTIA BIARRITZ BORDEAUX BREST BRIVE CAEN CALVI CLERMONT-FERRAND DEAUVILLE FIGARI LE HAVRE LILLE LIMOGES LORIENT LOURDES LYON MARSEILLE METZ/NANCY MONTPELLIER MULHOUSE NANTES NICE PARIS-CHARLES DE GAULLE PARIS-ORLY PAU PERPIGNAN QUIMPER RENNES RODEZ STRASBOURG TOULON/HYERES TOULOUSE BERLIN-SCHOENEFELD BERLIN-TEGEL BREMEN COLOGNE

TIA VIE MSQ ANR BRU SOF DBV SPU ZAG LCA BRQ KLV OSR PRG BLL CPH TLL HEL AJA NCY BIA BIQ BOD BES BVE CFR CLY CFE DOL FSC LEH LIL LIG LRT LDE LYS MRS ETZ MPL MLH NTE NCE CDG ORY PUF PGF UIP RNS RDZ SXB TLN TLS SXF TXL BRE CGN

GREECE

HUNGARY ISRAEL ITALY ITALY

EUROPE

SRQ CIU SAV AVP SEA SHV SUX FSD SBN GEG SGF SGU STL BQK SCE SUN SYR TLH TPA TVF TOL TVC TUS TUL TUP TWF VLD VPS DCA IAD ALO ATY CWA PBI WYS HPN ICT ILM CCS

THE CARIBBEAN

CITY SARASOTA/BRADENTON SAULT STE. MARIE SAVANNAH SCRANTON/WILKES-BARRE SEATTLE SHREVEPORT SIOUX CITY SIOUX FALLS SOUTH BEND SPOKANE SPRINGFIELD ST. GEORGE ST. LOUIS ST. SIMONS ISLAND STATE COLLEGE SUN VALLEY SYRACUSE TALLAHASSEE TAMPA THIEF RIVER FALLS TOLEDO TRAVERSE CITY TUCSON TULSA TUPELO TWIN FALLS VALDOSTA VALPARAISO WASHINGTON-REAGAN WASHINGTON-DULLES WATERLOO WATERTOWN WAUSAU WEST PALM BEACH WEST YELLOWSTONE WHITE PLAINS WICHITA WILMINGTON CARACAS

EUROPE

THE AMERICAS

COUNTRY

LATVIA LITHUANIA LUXEMBOURG MACEDONIA MALTA MOLDOVA MONTENEGRO NETHERLANDS NORWAY

POLAND PORTUGAL REPUBLIC OF IRELAND ROMANIA

DRESDEN DRS DUSSELDORF DUS FRANKFURT FRA HAMBURG HAM HANNOVER HAJ LEIPZIG LEJ MUNICH MUC MUNICH NEUBIBERG AIR BASE MIG NUREMBERG NUE STUTTGART STR ATHENS ATH HERAKLION HER THESSALONIKI SKG BUDAPEST BUD OVDA VDA TEL AVIV-YAFO TLV ALGHERO AHO ANCONA AOI BARI BRI BOLOGNA BLQ BRINDISI BDS CAGLIARI CAG CATANIA CTA CROTONE CRV FLORENCE FLR GENOA GOA LAMETIA-TERME SUF LAMPEDUSA LMP MILAN-ORIO AL SERIO BGY MILAN-LINATE LIN MILAN-MALPENSA MXP NAPLES NAP OLBIA OLB PALERMO PMO PANTELLERIA PNL PESCARA PSR PISA PSA REGGIO CALABRIA REG ROME FCO TRAPANI TPS TRIESTE TRS TURIN TRN VCE VENICE VERONA VRN RIX RIGA VILNIUS VNO LUXEMBOURG LUX SKOPJE SKP MLA MALTA KISHINEV KIV PODGORICA TGD AMS AMSTERDAM BERGEN BGO OSL OSLO-GARDERMOEN OSLO-TORP TRF STAVANGER SVG TRONDHEIM TRD KRS KRISTIANSAND KRAKOW KRK WARSAW WAW LIS LISBON DUBLIN DUB SNN SHANNON BACAU BCM BAIA MARE BAY

EUROPE SERBIA SLOVAKIA

SLOVENIA SPAIN

SWEDEN

SWITZERLAND

CODE OTP CLJ CND IAS OMR SUJ SBZ SCV TSR TGM AER AAQ ASF BAX SVX GDZ IKT KGD KEJ KHV KRR KJA GDX DME SVO NJC OVB OMS PEE PKC ROV KUF LED TJM UFA VVO VOG UUS BEG BTS KSC ILZ LJU ALC BCN BIO GRX IBZ LEN MAD MAH AGP OVD PMI SLM SCQ SVQ VLC VLL VGO ZAZ GOT LPI ARN BSL

TURKEY UK (ENGLAND)

EUROPE

RUSSIA

CITY BUCHAREST-OTOPENI CLUJ CONSTANTA IASI ORADEA MARE SATU MARE SIBIU SUCEAVA TIMISOARA TIRGU MURES ADLER/SOCHI ANAPA ASTRAKHAN BARNAUL EKATERINBURG (SVERDLOVSK) GELENDZIK IRKUTSK KALININGRAD KEMEROVO KHABAROVSK KRASNODAR KRASNOJARSK MAGADAN MOSCOW-DOMODEDOVO MOSCOW-SHEREMETYEVO NIZHNEVARTOVSK NOVOSIBIRSK OMSK PERM PETROPAVLOVSK-KAMCHATSKY ROSTOV SAMARA (KUJBYSEV) ST. PETERSBURG TYUMEN UFA VLADIVOSTOK VOLGOGRAD YUZHNO-SAKHALINSK BELGRADE BRATISLAVA KOSICE ZILINA LJUBLJANA ALICANTE BARCELONA BILBAO GRANADA IBIZA LEON MADRID MAHON MALAGA OVIEDO PALMA SALAMANCA SANTIAGO DE COMPOSTELA SEVILLE VALENCIA VALLADOLID VIGO ZARAGOZA GOTHENBURG LINKOEPING STOCKHOLM BASEL

UK (SCOTLAND)

UK (WALES) UKRAINE

MIDDLE EAST

COUNTRY

BAHRAIN IRAN JORDAN KUWAIT LEBANON OMAN QATAR SAUDI ARABIA

SYRIA UNITED ARAB EMIRATES

BERNE GENEVA ZURICH ANTALYA ISTANBUL JERSEY BIRMINGHAM BRISTOL HUMBERSIDE LEEDS/BRADFORD LIVERPOOL LONDON-CITY LONDON-GATWICK LONDON-HEATHROW MANCHESTER NEWCASTLE NORWICH SOUTHAMPTON TEES-SIDE ABERDEEN DUNDEE ANGUS EDINBURGH GLASGOW CARDIFF KIEV ODESSA SIMFEROPOL

BRN GVA ZRH AYT IST JER BHX BRS HUY LBA LPL LCY LGW LHR MAN NCL NWI SOU MME ABZ DND EDI GLA CWL KBP ODS SIP

BAHRAIN IS. TEHRAN AMMAN KUWAIT BEIRUT MUSCAT DOHA DAMMAM JEDDAH RIYADH DAMASCUS DUBAI ABU DHABI

BAH IKA AMM KWI BEY MCT DOH DMM JED RUH DAM DXB AUH

168

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