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New deposit handling procedure for groups

[Posted April 16, 2014]

To ensure a timely refund processing, we are streamlining our group deposit handling with an automated procedure. Therefore, in the near future we will be switching over to ARC Memo Manager as a conduit for accepting group deposits in the U.S. and BSP link for Canada. Effective <b>May 1, 2014</b> the Group Department will implement this procedure and it will be the only method for group deposits and penalties. After you receive your Group Travel Agreement, a group deposit request will come via:

1.) ARC Memo Manager in the U.S.—payment due within 14 days of load date
2.) BSP link in Canada—payment to be withdrawn within 14 days of issue date

It will be imperative that you advise your accounting and/or back office of this new procedure in order to ensure the group deposit is processed. Detailed information will be communicated in your Group Travel Agreement, but feel free to contact your group representative for clarification as well. This new procedure will greatly improve the current refund process. Group deposit refunds will be processed via ARC Memo Manager and BSP link, reducing the waiting time. We thank you for your continued support and look forward to servicing your groups more efficiently.
_____________________

 

Adjustment to reservation option for requested seats in Economy Class

Currently, free seat reservations are possible in all booking classes on intercontinental routes in Lufthansa Economy Class. As of April 28, 2014, Lufthansa will be introducing optional, paid-for seat reservations in the lowest-priced Economy Class booking classes on intercontinental routes. Passengers who are traveling in classes W, S, T, L, and K, will therefore be able to reserve the seat they want in advance on all long-haul flights for a uniform charge of $35/€25 per flight segment. It will, of course, still be possible to choose a seat free of charge when checking in from 23 hours before departure. For HON Circle Members and Senators, and those traveling with them, seat reservations on both intercontinental and continental flights will remain free of charge. Please note that the option of reserving seats for a fee will also apply to Lufthansa group bookings.

In making this decision, Lufthansa is following its competitors' lead and will also be in a better position with this offer to satisfy the requirements of the different customer segments. It means that in the future, too, we will be able to offer price-sensitive passengers flights at attractive fares, without having to give up our claim to provide a full service.

The conditions for rebookings and refunds are the same as those that apply to requested seat reservations on continental routes. Processing will also be done through the already familiar new IATA-standard Electronic Miscellaneous Document (EMD). Since the EMD is not yet interline-enabled, you will at first only be able to book seat reservations on 'pure' Lufthansa flights (Lufthansa operated* and Lufthansa flight number) in conjunction with a Lufthansa document. At the moment, seat reservations can only be sold through Amadeus. Other GDS's are already in preparation and should be available by the middle of this year.

As of April 28, 2014, paid-for seat reservations will also be possible via LH.com. This will not only apply to bookings created in Amadeus, but also to bookings from other GDS's. The detailed 'Information on operational implementation' for reserving requested seats on continental flights, with which you are already familiar, now also contains all the information about seat reservations on intercontinental routes. You will find this here: Travel Agency Information Operational Details. If you have any questions, please do not hesitate to contact your Lufthansa Sales & Service Team.

*Includes Lufthansa wet-lease flights which are operated by Air Dolomiti (EN), Augsburg Airways (IQ), Eurowings (EW), Lufthansa CityLine (CL), PrivatAir and Tyrolean Airways (VO), (can be identified in Amadeus by the indicator " * " in the AN, e.g. CL*LH4840).

 

Thank you for your active support/ flight operations largely back to normal starting Saturday

After the end of the strike by the pilots’ union, Vereinigung Cockpit (VC), at midnight tonight, we are working on the basis that as of tomorrow, Saturday, April 5, 2014, Lufthansa and Germanwings flights can again be operated to the normal timetable. Irregularities may still occur here and there for operational reasons.

The first flights from the Far East will arrive in Germany early on Saturday morning. This very rapid return to normal operations is possible because, during the strike, we stationed the majority of aircraft and their crews at the airports from which they were due to take off as scheduled once the industrial action ended.

We are aware that you are currently faced with an exceptional challenge in terms of workload which far exceeds the usual amount. Your personal commitment and professionalism have made a decisive contribution to reducing the impact on our shared customers as much as possible. Although we mobilized all the capacity in our call centers for you, the high volume of calls meant that you still had to wait for answers. Only through your active support was it possible to change the bookings and reissue tickets for the countless passengers affected.

Therefore, we would like to offer you our sincerest thanks for your tireless efforts for our customers and for the many ‘extra miles’ that you have gone with us already over these last few days and for those which may still lie ahead of you.

We very much hope, despite the great inconvenience this pilot’s strike has caused, that you will continue to back us and will also put your trust in Lufthansa in the future.

 

Important rebooking information and TWP for Pilot Strike


For rebooking information click here
For Travel Waiver Policy click here

 

LHG Ticketing Waiver Policy - Pilots Strike Action 02-04 April

For more information click here

 

LH Group Ticketing Waiver Policy- Travel warning Guinea due to Ebola Virus

For more information click here

 

LH Group Ticketing Waiver Policy- Strike of Airport Operation Staff

For more information click here

 

LH Group Ticketing Waiver Policy- Strike of Airport Operation Staff

For more information click here

 

LH Group Ticketing Waiver Policy- Strike of FRAport Staff

Fore more information click here

 

ADM Quick Reference Guide for US Travel Agents

For more information click here

 

LH Group Ticketing Waiver Policy- Political Unrest IEV Version 4

For more information click here

 

LH Group Ticketing Waiver Policy- Political Unrest IEV

For more information click here

 

LH Group Ticketing Waiver Policy- Situation Sinai (Egypt)

For more information click here

 

LH Group Ticketing Waiver Policy- political unrest IEV

For more information click here

 

LH Ticketing Waiver Policy- CDG Strike Action

For more information click here

 

LH Group Ticketing Waiver Policy- SN Possible Cockpit Crew Strike Action

For more information click here

 

New refund fee for credit card chargebacks

Please be advised that LH has instituted a new processing fee for the handling of Credit Card Chargebacks. If, at the end of this process, a technical refund must be done to clear the chargeback on a wholly unused ticket, there will be a $100 “Refund Processing Fee” charged by Lufthansa.

Please avoid all possible chargeback situations by having a customer signed UCCCF form done at time of ticket purchase. Please clearly advise and explain all ticket restrictions including non-refundable amounts and change fee charges to our mutual clients at time of Sale.

 

LH Group Ticketing Waiver Policy- Situation Egypt v8

For more information click here

 

LH Group Ticketing Waiver Policy- Situation Lebanon

For more information click here

 

LH Ticketing Waiver Policy- Situation Egypt v7

For more information click here

 

LH Group Ticketing Waiver Policy- Situation NBO airport v3

For more information click here

 

LH Group Ticketing Waiver Policy- Situation Egypt v6



For more information click here
















 

LH Group Ticketing Waiver- Situation Egypt v5

for more information click here

 

LH Ticketing Waiver Policy 15/2013 –Ground Handling Strike CDG June 19 13

For more information click here.

 

LH Group Ticketing Waiver- Situation Egypt v4

For more information click here

 

LH Group Ticketing Waiver Policy – Situation Egypt

For more information click here.

 

No Lufthansa strike action for Monday, Jun 24, 2013

There are erroneous, outdated reports on a website stating a Lufthansa strike action for Monday Jun 24, 2013. This is incorrect and all Lufthansa flights are scheduled for normal operations.

The union negotiations that affected Lufthansa in April have long since been settled.

 

LH Group Ticketing Waiver Policy- French Air Transport Unions strike planned for 11-13 June, 2013

For more information click here.

 

Update: LH Group Ticketing Waiver Policy- Flooding in Austria/PRG/BUD area

For more information click here

 

Flight Cancellations at St. Petersburg Airport (LED) between 3 and 7 September 2013

As a result of the G20 Leaders' Summit being held in Saint Petersburg, the city's Pulkovo Airport (LED) will be closed to air traffic from 3 to 7 September 2013. Lufthansa is therefore forced to cancel their flights to and from Saint Petersburg (LED) in this period. All affected bookings will be placed on UN on 28 May 2013 and appear in your queue.
The Lufthansa flights affected by these cancellations are:
Flight Number Date Route
LH1432 04.09-06.09.2013 FRA-LED
LH1433 04.09-06.09.2013 LED-FRA
LH1436 04.09-06.09.2013 FRA-LED
LH1437 04.06-06.09.2013 LED-FRA
LH1438 03.09-05.09.2013 FRA-LED
LH1439 04.09-06.09.2013 LED-FRA
LH2566 03.09-05.09.2013 MUC-LED
LH2567 03.09-05.09.2013 LED-MUC
LH2564 04.09-06.09.2013 MUC-LED
LH2565 04.09-06.09.2013 LED-MUC
LH2998 04.09-06.09.2013 DUS-LED
LH2999 04.09-06.09.2013 LED-DUS


Unfortunately, due to the lack of alternative flights on the days in questions, automated rebookings for already booked flights are not possible. Passengers with Lufthansa tickets can be rebooked in accordance with the Lufthansa Standard Long-term INVOL Rules. These are available here .
If you have any further questions, your Lufthansa Sales and Service Team will be happy to help.


































 

LH Ticketing Waiver Policy- ANA Grounding 787

For more information click here

 

LH Group Ticket Waiver Policy- LH Warning Strike Action

For more information click here

 

Expected Heavy Snow Fall in Frankfurt

For more infomation click here

 

LH Group Ticketing Waiver Policy - Strike Action Security Staff DUS/CGN on 25Jan13

For more information click here.

 

Update: LH Only TWP 1_2013 ANA Grounding 787

For more information click here

 

Heavy Snowfall in Austria

For more information click here.

 

Weather warning/heavy snowfall US East Coast

For more information click here.

 

LHG Reaccomodation Policy - Grounding OLT (OL 704)

For more information click here.

 

Disruptions to flight operations at FRA and MUC

For more information click here.

 

LH Ticketing Waiver Policy

For more information click here.

 

LH Group Ticketing Waiver Policy 01/2013

For more information click here.

 

Adjustment to excess baggage charges with effect 15 Jan 2013


For more information click here.

 

Improved involuntary handling after schedule changes

We first published the revised Lufthansa rules on dealing with long-term schedule changes in July 2012. Lufthansa has further improved these in response to your questions and suggestions. We are certain that with these improvements we will make it even easier for you to handle reservations and Lufthansa tickets after long-term schedule changes.

The key improvement is that you can now also make rebookings in an alternative booking class (RBD) within the same class of carriage for the Lufthansa Group airlines (OS, LX, SN), if the original booking class is not available at the time of the rebooking. As with the rebooking of Lufthansa flights, you will not require Lufthansa’s prior approval (waiver) for these.

The updated rules also include a few explanations on dealing with route segments flown by other airlines on Lufthansa tickets.

If you have any questions, please do not hesitate to contact your Lufthansa Sales and Service Team.

 

LH Expanded Waiver Policy

LH Expanded Waiver Policy – US Eastcoast Weather Situation - posted Oct. 29, 2012
Please continue to check Lufthansa.com(USA) for continuing updates.

 

General Information

Travel agents are a diverse group, just like the destinations we sell and the customers we serve. Working together, we'll keep travel rewarding for the whole community. At your fingertips are the tools and information to help you fulfill your customers' travel needs.

 

Incorrect use of Multiple Purpose Documents


For more information click here.

Please ensure that you are using the proper ID code when issuing MPD’s. Our recent analysis shows hundreds of MPDs with the incorrect ID code: UMFEEDOM instead of the correct ID code AIRTRANSP - for MPDs that are for air travel, not UMNR fees. Please review the MPD document codes with your ticketing staff to make certain the correct ID codes are used.

 

LH Group Ticketing Waiver Policy - Heavy Snowfall, BRU airport

For more information click here.

 

LH Group Ticketing Waiver Policy 02/2012

For more information click here.

 

LH Goodwill Policy for The General Strike in Spain and Portugal

For more information click here.



 

Avoid ADMs - Quick Reference Guide available from Lufthansa

In an effort to offer our customers the best possible service and seat availability, Lufthansa carefully reviews all reservation and ticketing activity. This enables us to address preventable GDS costs and to eliminate unnecessary cost and effort for you, as an agent, including avoidable ADMs.

The Quick Reference Guide on Lufthansa's ADM (Agent Debit Memo) policy provides you with a transparent overview of the circumstances under which an ADM will be issued. It explains the guidelines that Lufthansa applies to ensure the proper issuance of tickets so that they are in compliance with tariffs, rules and general conditions of carriage.

There are experts who are able to work around the existing rules and misuse the system. Putting in safeguards to prevent this manipulation has become a science of its own and we felt the need to produce a document that can provide you with relevant background information. In addition, we believe this document will clarify the most common misperceptions and misinterpretations of the existing rules, making your job easier and, hopefully, reducing ADMs overall.

Please take a moment to review the booking practices listed in the Quick Reference Guide and and don't hesitate to approach your Lufthansa contact if you have any further questions!

 

Lufthansa’s Ticket Time Limit System now includes cancellation of waitlisted segments on given ticketing deadline

Ticket Time Limit (TTL) is an instrument to enforce ticket issuance within the given time window. After TTL expiration date, unticketed LH segments are automatically scheduled for cancellation. This is done so seats booked by customers who are not traveling are released and made available for sale. Cancellations are now applicable to all flight segments, after TTL has expired, regardless of existing waitlist segments. We encourage you to book alternatives with confirmed segments and issue tickets before TTL expiration date.

 

New baggage rules for flights to/from the USA

Under the Customer Protection Rules program adopted by the US Department of Transportation, the following new baggage rules apply to flights from/to the USA:

If you have any further questions about how the baggage rules are shown, please contact your relevant GDS. Thank you for your support.

Consistent baggage rules will apply to all stages of a journey to and from the USA; these include both the free baggage allowance and the excess baggage fees

The baggage rules that apply will be those set by the first carrier listed on the ticket. There are two options here: either the ‘First Carrier’ or the ‘Most Significant Carrier’ rule

For LH/OS the ‘First Carrier’ rule applies. This means that for a journey to/from the USA, the baggage regulations and fees applicable to LH/OS apply to the entire journey if an LH/OS flight number is listed as the first flight number on the ticket.

LH/OS have accordingly uploaded their baggage rules into the sales systems (GDS). (For example, in Amadeus they are downloadable via the Fare Quote/Pricing transactions, the illustration used is BG:LH).



 

Improved Process for Schedule Change handling by Travel Agency



In order to make it easier for you to process reservations and Lufthansa tickets with advance notice schedule changes, Lufthansa has introduced two important innovations:

1. Effective since July 1, 2012 you will be able to make certain rebookings/alterations of Lufthansa tickets after schedule changes yourself, on the basis of defined rules.

2. You will find these rules on the attachment here on eXperts.
Under these rules you can offer your customers an alternative after a schedule change in many cases without prior approval, or waiver, from Lufthansa.

An important innovation in the processing of schedule changes is a time limit: free rebookings must be made within 14 days of the schedule change. This ensures that all customers are treated equally and avoids the problem, in the case of long-term timetable changes, of availability issues and protection booking space not being available. Obviously customers must be informed about this 14-day deadline. We therefore recommend that you communicate details of this deadline to your customers immediately after you receive the schedule change, by incorporating it into the appropriate standard e-mail texts, for example.

In the initial phase up to 1 August 2012 (date of the schedule change) rebookings can still be made beyond the 14-day period if necessary. However, for schedule changes from 1 August onwards, the 14-day rule must be adhered to in every case.

For cases which cannot be processed according to the defined rules, please speak to your Lufthansa contact as usual.

3. Effective since June 18, 2012 Lufthansa has activated automatic revalidation after schedule changes on Lufthansa tickets for all current Lufthansa code-share partner airlines.

In many cases this clearance will save you having to do a reissue and therefore constitutes a significant simplification of the process. If the automatic revalidation is not effective in individual cases, a manual revalidation by Lufthansa or a reissue will be required.

Click here for details, and here for additional information.



 

Bundled flight operations at Tyrolean Airways as of 1. July

You may have noticed that OS flights in the CRS are now displayed as „OS operated by VO“. We’d like to inform you about the background and implications:


We are reforming our company and are creating a single, bundled flight operations: As of July 1 2012, the Austrian Airlines flight operations will be transferred to our 100 percent subsidiary Tyrolean Airways. Starting with this day, all flights will be operated by Tyrolean Airways, which operated more than 50 percent of the Austrian flights already. For our customers, this has no impact at all. The flight numbers remain unchanged such as the product on board: Our charming crew will continue to personally take care of our passengers. Passengers can fly with Austrian as safe and as reliable as before.

In the long run, we will gain competitiveness and become healthier with the reform. Our customers will feel the results, because we are already preparing the first next steps: We will refurbish our entire long haul fleet as of fall 2012 with a completely new cabin interior. In particular, our business class with the lie-flat-seats, Do&Co chef on board, the “highest coffee house in the world” and the “on board sommeliers” will be one ofEurope’s most attractive ones. Also, the Economy Class product will see improvements, such as a contemporary video-on-demand system and the tasty Do&Co Catering.

To cut this short: Austrian will remain Austrian. The transferred flight operations and CRS updates will not affect your everyday business. But we will be more successful and more attractive to our customers than before.


Q&A
Why will flight Nr. XY be operated by Tyrolean?
We are transferring the Austrian Airlines flight operations to our 100 percent subsidiary Tyrolean Airways. Starting with July 1 2012, all flights will be operated by Tyrolean. Your flight NUMBER will be operated with a AIRCRAFT TYPE.

What is a business transfer?
A business transfer is the movement of a part of a company to another one. Concretely, we are transferring the Austrian Airlines flight operations to our 100 percent subsidiary Tyrolean Airways. This will take effect on July 1 2012.

Why are you doing the business transfer?

The business transfer was necessary to create a basis for a successful future of Austrian Airlines. With the transfer, we are creating a cost level which is by far lower than the current one. It is the basis for future growth.

When will this take effect?
The business transfer will take effect on July 1 2012. Starting with this point of time, we have a single, bundled flight operations in our company.

What does that mean to me?
In the short run, everything will stay the same for customers: our charming crew will pamper you on board and your flights with Austrian will be as safe and as reliable as now.
But: We will gain competitiveness and become healthier after the business transfer. Our customers will feel the results, because we are preparing the first next steps: We will refurbish our entire long haul fleet as of fall 2012 with a completely new cabin interior. In particular, our business class with the lie-flat-seats, Do&Co chef on board, the “highest coffee house in the world” and the “on board sommeliers” will be one ofEurope’s most attractive ones. Also, the Economy Class product will see improvements, such as a contemporary video-on-demand system and the tasty Do&Co Catering.
In summary: Austrian will remain Austrian. But we will be more successful and more attractive to our customers than before.

 

Reminder - Austrian Airlines Married Segment Logic

It has become necessary again to draw your attention to Austrian Airlines’ adherence to, and enforcement of, Married Segment Logic. There has been an increase in married segment abuse with OS segments and we need to remind you that ADMs are issued for any PNR where the inventory was obtained illegally via manipulation.

The ADM charge is USD 350 per ticketed passenger. This is in addition to the previous information we have listed in the GDS systems.

For your information a list of the “non-fare related” ADMs for Austrian are listed below:

· Violation of sales restriction
· Commission issues (incorrect application, over commission)
· Invalid or incomplete ticket designator data
· Invalid / no ticketing agreement
· Free baggage allowance discrepancies
· Service Fees and Taxes
· Married segment misuse (breaking of married segments or ticketing of only one sector) will result in an ADM of 300€ per passenger (or USD 350)
· Transactions that were not reported by the agent on time through ARC/BSP
· Incorrect refunds
· No show fees for unticketed bookings
· Non compliance with group agreements
· Use of fake / manual ticket numbers

 

UPDATE: Free Baggage Allowance

For LH/OS/SN tickets issued on or after 17Feb12, and for LX tickets issued on or after 01Mar12, the free baggage allowance from LH/LX/OS/SN gateways in the U.S. to LH/LX/OS/SN gateways in India, United Arab Emirates, Turkey, Saudi Arabia and Qatar has been amended as follows:

Allowance:
Economy Class, 2 checked pieces permitted free of charge

From Eastbound Origins:
ATL BOS CLT DEN DFW DTW IAH LAX MIA JFK/EWR ORD MCO PHL SEA SFO IAD

To Destinations:
India, Saudi Arabia, Turkey, Qatar and United Arab Emirates

From Westbound Origins:
India, Saudi Arabia, Turkey, Qatar and United Arab Emirates

To Destinations:
ATL BOS CLT DEN DFW DTW IAH LAX MIA JFK/EWR ORD MCO PHL SEA SFO IAD

Via point:
Travel must be via Europe

Valid for flights operated and marketed by:
LH/LX/OS/SN only Itineraries/tickets that include other carriers, the free baggage allowance defaults to 1 free checked piece.

Sales Period:
For LH/OS/SN effective immediately through 31Oct2012
For LX effective 01Mar12 through 31Oct12

 

New booking class "bump up" on LH feeder flights

In order to enhance availability forAC/CO/UA transatlantic flights (marketed and operated), we are now permitting a booking class "bump-up" on LH feeder flights in Area 2 and between Area 2 and Area 3.
This applies to fares booked in Economy Classes W, S, T, L and K only, and only for LH operated feeder flights from AC/CO/UA transatlantic flights – codeshare flights not permitted.

For example:
AC/CO/UA - booked in T class on transatlantic flight, LH feeder flight T class required. In the event T class is closed on the LH feeder flight, you would be permitted to book one class up - in this case to S class.
Please see the following chart outlining this new Booking class option. Should you have any questions, please do not hesitate to contact your Lufthansa sales team.

Transatlantic Beyond Germany
MarketedOperatedRBDMarketedOperatedBeyond DE RBDBump RBD
Scenario 1AC/CO/UA
AC/CO/UA
WLHLH*WV
AC/CO/UA
AC/CO/UA
SLHLH*SW
AC/CO/UA
AC/CO/UA
TLHLH*TS
AC/CO/UA
AC/CO/UA
LLHLH*LT
AC/CO/UA
AC/CO/UA
KLHLH*KL
Scenario 2AC/CO/UALHWAC/CO/UALH*WNot Available
AC/CO/UALHSAC/CO/UALH*SNot Available
AC/CO/UALHTAC/CO/UALH*TNot Available
AC/CO/UALHLAC/CO/UALH*LNot Available
AC/CO/UALHKAC/CO/UALH*KNot Available
Scenario 3LHLHWLHLH*WNot Available
LHLHSLHLH*SNot Available
LHLHTLHLH*TNot Available
LHLHLLHLH*LNot Available
LHLHKLHLH*KNot Available
Scenario 4LHAC/CO/UAWLHLH*WNot Available
LHAC/CO/UASLHLH*SNot Available
LHAC/CO/UATLHLH*TNot Available
LHAC/CO/UALLHLH*LNot Available
LHAC/CO/UAKLHLH*KNot Available
 

* Includes LH market flights of LH regional carriers. LH Regional = C3, CL, EN, EW, IQ

 

Automated Exchanges

Lufthansa is pleased to announce that effective October 4, 2011 we are fully integrated with your respective GDS Automated Exchanges product. With this enhancement the reissue of Lufthansa tickets qualifies the usage of the optimal premium solution of your Refunds and Exchanges product. For general product information and / or functionalities please contact your GDS Help Desk.

For Amadeus users, this is the official introduction of the ATC – Automatic Ticket Changer. More information may be found under GGAIRLHAGENTATC where you can find guidance on the use of the ATC for Lufthansa tickets

 

Lufthansa’s new booking class structure

Lufthansa is introducing worldwide a new booking class structure for travel on or after July 1, 2011.

The goal is to create a harmonized and unified booking class system for the Lufthansa Group Airlines (Lufthansa, Austrian Airlines, British Midland International, SWISS) and the North Atlantic partner airlines (Air Canada, Continental and United) making it more transparent and easier for you to sell.

The main change will be the introduction of 3 additional booking classes within the Economy Compartment. There are no changes planned for Business Class or First Class at present. In addition, the implementation of this improved booking class structure offers a variety of new attractive up-sell levels, thereby improving sales opportunities for you.

The new booking class structure for Lufthansa will be implemented in the reservations systems during the last week of June, effective for travel on/after July 1, 2011.

> New Booking Class FAQs

 

Schedule change process aligned with goodwill policies and IATA Reso 838

Lufthansa has aligned its schedule change process with its other goodwill policies and IATA Reso 838 – therefore, effective immediately

Invol rebookings/reroutings/re-issues on 220 tickets are restricted to LH ticketing offices and cannot be done by the travel agents, unless:

1) the change applies to/from LH operated flights only. This means the travel agent may rebook from an LH flight to an LH flight and exchange the ticket themselves as INVOL.

2) a waiver is obtained for the travel agent to do the exchange. If an airline - other than Lufthansa marketed and operated - is to be rebooked in order to protect the passenger, a waiver must be given to the travel agent, or LH has to do the reissue itself.

If a reasonable alternative cannot be found, in order to protect a passenger whose ticketed itinerary has undergone a schedule change, a refund may be done by the travel agency. It is best to obtain a refund waiver upfront in order to avoid an ADM that will need to be disputed later with proof of schedule change.

 

Lufthansa policy concerning the booking of married segments

Pursuant to our communication on 17MAR2011 and 12APR2011 regarding Lufthansa’s policy on married segment manipulation, we would like to advise you of important revisions to this policy and new procedures, which are effective 01APR2012.

Effective April 1, 2012 Lufthansa revised its worldwide policy regarding the audit of married segment adherence. Please see below for the revised ADM fees that will be imposed on travel agencies using manipulation for the Breaking of Married Segments. The audit process has been enhanced and is now fully automated:

The new fees for the automated audit are as follows and are applied per passenger and per broken segment:
Economy Class (Cont): 150 Euro or equivalent in local currency
Business Class (Cont): 250 Euro or equivalent in local currency
Economy Class (Intercont): 250 Euro or equivalent in local currency
Business/First Class (interkont): 400 Euro or equivalent in local currency


Please be reminded booking class inventory varies according to specific Origin-Destination cities requested. The Lufthansa booking policy requires connecting flight segments to be booked from a single availability display from point of Origin to point of Destination. Flight segments sold together are designated as “married segments” and must not be separated. Rebooking or cancellation of any one of the married segment must, at the same time, be applied to the connecting flight segment.

Married segment logic provides Lufthansa the capability to control changes made to the initial sale. Should a partial cancellation be required, Lufthansa may or may not allow the cancellation according to the availability.

Lufthansa married segment procedure:

Book married segments from the current availability display
When rebooking, cancel all connecting flight segments of a
married Origin & Destination
Rebook all new selected flight segments of a married Origin & Destination in the same entry
Lufthansa strictly forbids the practice to “un-marry / divorce” flight segments to circumvent the Married Segment Control Logic.

Married Segment abuse:

Booking manipulation of married segments
Cancellation of partial itineraries
Booking flights to a fictitious destination in order to find flight availability in a lower booking

Lufthansa monitors Married Segment abuse and will hold the Agent responsible for any loss due to action in violation of this policy.
Violations of this Policy will result in actions that may include loss of access to view, book and ticket Lufthansa’s inventory, as well as compensation paID to Lufthansa.

For information please contact your Lufthansa Sales and Service Teams.

 

Audit of flight segment status

LH is auditing tickets holding Waitlist - WL (RQ status on ticket) where a confirmed reservation is required. The Flight Booking Element, as delivered by ARC CAT (Carrier Accounting Tape) is being checked against the ticketed fare rules.

Agency Debit Memos for the next applicable fare for which confirmed reservation is not required will be issued on those tickets in which such condition is not observed.

Please check the fare rules carefully to see if the requirement that “reservations are required for all sectors” is present, if so, a waitlisted segment is not acceptable as it does not comply with the fare rules .

 

Update of the LH PNR audit for accurate collection of change fees

As you know, the LH change fee audit applies only after initial ticket issuance. Prior to initial ticketing, all and any changes may be made to a PNR. We have the following two additional clarifications -

1) It has been clarified that, for this audit, each change that is finalized with EOT (end of transaction) is subject to the collection of the applicable change fee, if the PNR has been ticketed. So please ensure that we have made all your necessary changes, reviewing that all is correct, before ending the record of a ticketed PNR. The change fee must be collected at time of change via the ticket exchange.

2) etix “automatic revalidation” appearing in Amadeus:
We have received many questions regarding the necessity to exchange a ticket when the Amadeus PNRs has a remark that says “ticket revalidated”. Please be advised that an Amadeus automatic “revalidation” is not an exchange – it is simply a synchronization of PNR flight data with ETIX flight data – the fare ladder remains unchanged. The ticket issuing travel agency is still responsible for doing a proper exchange and collecting the applicable change fee and any difference in fare (if applicable)

 

New Secure Flight Passenger Data entry in PNR

As part of the Secure Flight Programme recently approved by the United States authorities, passengers booking a U.S. flight must provide additional personal data. This regulation applies for all flights from November 1, 2010 regardless of when the booking was made.

Please read the attached "Secure Flight Rule" with questions and answers. The exact transactions for each GDS are included. This will enable you to provide this Secure Flight Passenger Data to Lufthansa via SSR in the PNR.

Thank you for your support, which will significantly help you and your customers avoid any transportation difficulties.

 

Updated Free Baggage Allowance for travel from North America

For tickets issued on or after November 15, 2010, changes will take effect to the free baggage allowance for Lufthansa Economy Class passengers traveling from North America.
With this new regulation, Economy Class passengers may now check-in free of charge, one piece of luggage between the U.S., Canada, Mexico and also Australia/New Zealand (via US/CA) and Europe (including Yekaterinburg), and India.

The dimensions of the first free checked bag are max 23kg (50lb), max 158cms (62inches). For the second checked piece max 23kg (50lb), max 158cms (62inches), a flat rate of USD/CAD 50 will apply. Excess baggage charges will apply for any overweight, oversized or additional pieces. First and Business Class passengers can check-in up to two pieces of luggage free of charge.

In addition, the Piece Concept will now also apply to and from West Africa on Lufthansa and codeshare flights with Brussels Airlines and Ethiopian Airlines. This permits two pieces of checked luggage free of charge, with the dimensions noted above.

Learn more about Free Baggage Allowance changes

 

New PNR audit to determine change fee payment

Lufthansa has implemented a new PNR audit which will reconcile the number of changes made to a ticketed booking with the number of change fees collected on the exchanged tickets. For example, if a restricted fare rule states changes are permitted at a charge of USD 250.00 and there are 6 changes made, the amount collected in change fees on the exchanges should total USD 1500.00.

A test phase was just concluded and there were a significant number of U.S. market PNRs where the change fee was collected only once or twice while there were 8 or 9 changes to the booking. With the implementation of this audit, there will be ADMs raised for uncollected change fees.

 

Lufthansa alters Conditions of Carriage

In order to be able to continue to offer our customers attractive and competitive fares, Lufthansa will give passengers the option of making a reservation with or without a prescribed flight coupon sequence. This fare condition must be accepted on an individual basis by the passenger:

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  • If customers wish to take all the flights in the sequence as booked, they have the choice of the usual fares, all of which contain this fare condition.
  • If passengers themselves wish to determine the sequence in which they take the flights and to use the ticket flexibly, they can now select a newly introduced fare, which is not restricted by the above-mentioned fare condition. This new fare, which will be offered for all travel classes (Economy, Business and First Class), is higher than the fares that specify the sequence in which flights must be taken.
 

What are the conditions attached to the new fare?

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  • Passengers are free to determine the sequence in which they use the flight coupons
  • Flexible conditions (no minimum stay, no advance booking time limit; no charge for rebooking or ticket transfer; cancellation free of charge).

  • Offered as a one-way fare on all connections with a Lufthansa flight number (codeshare connections only if local traffic rights are available), e.g. DRS-MUC or MUC-GRU in the available travel classes (First, Business, Economy Class).
  • The new fares are offered as one-way sector fares.
  • To enable transit travel, e.g. roundtrip DRS-SAO, the respective one-way fares for the individual flight legs can be combined in one ticket or added on, e.g. DRS-MUC + MUC-SAO + SAO-FRA + FRA-DRS
  • The new fare will not be offered as a Preferred Fare.
  • Before they start their journey, passengers can upgrade from a fare offered on condition of sequential use of the flight coupons to a fare that permits the non-sequential use of the coupons. This is not possible, however, once passengers have embarked on their journey.
  • The new fare will be offered worldwide.
 

Why is the new fare even more expensive than the existing flexible fare?

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  • The new coupon fare product is positioned above the highest fully flexible fare in the respective travel class.
  • The new fare is based on existing one-way fares. Since the new fare gives passengers maximum flexibility in designing their itinerary, the price of the ticket must reflect any differences due to the direction of the flight or to different market levels.
 

What will happen in the event that a passenger who has booked a ticket with a flight sequence that can be individually determined does not then adhere to the sequence?

In the event of the non-sequential use of a ticket, the ticket will remain valid. However, the fare for the legs that the customer wishes to fly will be recalculated in compliance with the fare applicable at the time of making the reservation.

 

How does this affect tickets that have already been issued?

As of April 29, 2010, Article 3.3.1 in our General Conditions of Carriage will no longer be applied. Therefore, this clause will no longer apply to any ticket issued on or before April 28, 2010. With immediate effect, Lufthansa will accept a ticketed passenger who does not use the flight coupons in sequence, provided the passenger is still confirmed on the originally booked flight. Lufthansa will not recalculate the fare that would normally be applicable when ticket coupons are used out of sequence on the flight in question.

Contacts for travel agents

1-888-688-2345 Reservations
1-800-581-6400 Miles & More
1-888-261-0814 Lufthansa Private Jet
1-866-954-4768 Group travel


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