Irregular operations handling

When a flight is delayed, cancelled or re-routed, special guidelines and procedures have been created for re-booking and notification to the passengers and onward Star Alliance member carriers. Special rules and exceptions apply for EU carriers and non-EU carriers operating from the EU.

Communication to the Customer

For all disrupted services, communication to customers must be provided immediately when known, and not later than scheduled boarding time with updates every 15 minutes or as appropriate.

Communication between Star Alliance Member Carriers

A common SITA address, K9, at all stations is available to send messages regarding customer disservice or intra-airline information for action by a customer service staff member. This may include information regarding customers with new connections due to the delay.

Star Alliance Telex Format

A common template has been developed for transmittal of customer messages/ information.

Y.

QK JFKK9UA

.NRTK9NH
###############################################################
VERY IMPORTANT / STAR ALLIANCE PASSENGER SERVICE REQUEST
###############################################################
FROM: AGENT SUZUKI / KIXKINH / ALL NIPPON AIRWAYS
RE: REBOOKING REQUEST FOR DISRUPTED FLIGHT
FLT NO: NH0153 / DATE: 02SEP99 / SECTOR: KIX-BKK
DEP: 14:55L (LOCAL TIME) / ARR: 23:45L (LOCAL TIME)
PAX NAME: KUROKI/TOSHIHIDEMR NOGUCHI/HIROMR KATO /TOMASITOMR
TTL NBR OF PAX: 3 PAX
INFO: ATTN UA - NH0153 CLD NRTJFK STP PSGR PRO ON NH0983 NOW MSCNX JFK TO ORD STP PLS REBOOK ON NEXT AVAILABLE FLIGHT STP BAG TAG DETAILS NH000000000

Amenities - Controllable*

In the event of a controllable delay, Star Alliance member carriers will provide amenities such as accommodation, refreshment, meals and transportation for customers as appropriate.

Amenities – Uncontrollable*

In the event of an uncontrollable delay, Star Alliance member carriers will provide amenities to premium customers (First, Business and Star Alliance Gold) travelling on an intercontinental journey including connection to/from domestic services.

Intercontinental refers to travel between Europe, Asia, North America, South America, Australia, New Zealand and Africa.
A connection is defined as one that does not exceed 24 hours.
Some carriers apply the amenities provision to international journeys. Please check procedures manual.

*Special conditions apply for EU registered carriers and non-EU registered carriers operating from the EU.

Rebooking

The policies apply in all irregularity situations.
When a customer’s travel plan is disrupted due to a flight irregularity and rebooking is required, the following procedures apply to all Star Alliance member carriers. Alternative transportation may apply when no flights are available on the same day or protection is not acceptable to the customer.

The policies apply to all customers with confirmed reservations and those who have been accepted on the flight.

Rebooking will be done wherever an irregularity takes place; everything else is an exceptional case.

If no common reservations system exists, make same-day rebooking on another airline by phone in order to avoid the risk that bookings may be rejected later.

Onward Carriage

Provide onward carriage with the least possible delay to the destination shown on the ticket(s).
Note: NZ: provided onward tickets are on the same ticket or issued in conjunction.

Same Rated Routing*

Rebook on the same rated routing whenever possible.

*Special conditions apply for EU registered carriers and non-EU registered carriers operating from the EU.

Carrier Order

Rebook in the following carrier order, depending on frequency of flights and the customer’s best interest:

• Own airline
• Star Alliance member airline
• Non-Star Alliance member airline (OAL)

Passport or Visa

Identify any passport or visa constraints that would affect rebooking customers via alternative routing.

Same Booking Class

Rebook in the same booking class whenever possible.

Higher Cabin Class

If booking in a higher cabin class is required, preference must be given to Star Alliance Gold and full-fare customers.

Rebooking in a higher cabin class on another Star Alliance carrier or another airline is only permitted with prior approval of the new receiving carrier. Additional cost may apply.

Standby

Previously inconvenienced customers that receive standby status should receive special priority.

Alternative Transportation

Alternative transportation, such as taxi, train or bus will be provided on request or when no alternative flights are available.