Board Write

COVID-19 Ticket Handling Guideline Summary

When handling (reissue or refund) the ticket, please indicate the applicable waiver AUTH in the endorsement box in order to avoid any debit note.

• If you have any questions, please contact your sales representative or Agency Sales Support Desk.
• Agency Sales Support Desk
• Toll Free : +1-800-525-6311
• Open Hours : 06:00 ~ 18:00 PST (MON~FRI / Closed on Holidays)
• Email : SalesSupport@mail.koreanair.com
   

Special Reissue Fee Waiver (0RCTFRWIHW)

1. Reference : 20200317 COVID-19 Special Reissue Fee Waiver (Amendment)
2. Waiver AUTH : 0RCTFRWIHW
3. Affected Area(s) To/From/Through :
   • All KE International Routes (All Region)
4. Applies for tickets issued : March 10, 2020 ~ April 30, 2020
5. Issued On : KE 180 Ticket Stock, * Including non-changeable/reissue tickets
6. Applicable to Travel On : Revenue KE International Ticket (KE 180 ticket stock)
   * Including KE Marketing/OAL operating Codeshare flights
   - Based on KE Long Haul portion flights
     [Example] ICN - (KE) - LAX - (AA) - SAN : Yes
     [Example] DFW - (AA) - ICN - (KE) - SGN : No
7. Date of Impacted Travel : On/After March 10, 2020 ~
8. New Travel/Reissue Date : Within the original ticket validity
   • Totally unused ticket : One year from the original ticket issuance date
   • Partially used ticket : One year from the departure date (1st segment)
9. Waivers & Conditions
   • 1. One-time Reissue Fee Waiver
     • Waiver AUTH is applicable to all totally unused or/and partial used tickets
     • Ticket must be reissued within the original ticket validity
     • New travel date must be within the original ticket validity
     • Any fare/tax/surcharge differences must be collected if Itinerary, Booking Class, Cabin Class, or Seasonality changes from the original ticket.

Flights to/from all cities in China (0RCTFRWCCC)

1. Reference : 20200224 COVID-19 Ticket Handling Guideline for China Routes (4th Amendment)
2. Waiver AUTH : 0RCTFRWCCC
3. Affected Area(s) To/From/Through :
   • Flights to/from all cities in China (Including HKG, MFM, TPE / Excluding ULN)
4. Applies for tickets issued on or before January 28, 2020
5. Issued On : KE 180 Ticket Stock
6. Applicable to Travel On :
   Revenue KE International Ticket (KE 180 ticket stock)
   * Including KE Marketing/OAL operating Codeshare flights
7. Date of Impacted Travel : January 20 ~ April 25, 2020
8. Waivers & Conditions
   • 1. One-time Reissue Fee Waiver
     • Apply to all revenue tickets; totally unused and/or partially used tickets (Regardless of fare rule such as non-changeable tickets)
     • New travel date must be within the original ticket validity
     • A period of one year from the date of original ticket issuance
     • No-Show Penalty will be waived when reissue the ticket
     • Any fare/tax/surcharge difference must be collected
   • Refund Penalty Waiver
     • Full refund is available (including Non-Refundable ticket)
     • No-Show Penalty will be waived

Flights to/from Americas (U.S/Canada/Mexico) (0RCTFRWFGA)

1. Reference : 20200310 COVID-19 Ticket Handling Guideline (9th Amendment)
2. Affected Area(s) To/From/Through :
   • Flights from Americas (U.S/Canada/Mexico) to Korea or to other destinations in Asia via Korea
   • Flights from Asia* to Americas (U.S/Canada/Mexico)
   • Applicable Asia countries:
     • EAST ASIA : Korea, China, Japan, Chinese Taipei, Hong Kong, Macao, Mongolia
     • SOUTH EAST ASIA : Brunei, Cambodia, Christmas Island, Cocos(Keeling) Island, Guam, Indonesia, Kazakhstan, Kyrgyzstan, Laos, Malaysia, Marshall Islands, Micronesia, Myanmar, Northern Mariana Island, Palau, Philippines, Russia in Asia (XU), Singapore, Tajikistan, Thailand, Timor Leste, Turkmenistan, Uzbekistan, Vietnam
     • SOUTH ASIA SUBCONTINENTAL  : Afghanistan, Bangladesh, Bhutan, India, Nepal, Pakistan, Sri Lanka, Maldives
   • HNL/NRT v.v KE Operating Flight included
3. Applies for tickets issued on or before March 9, 2020
4. Issued On : KE 180 Ticket Stock
5. Applicable to Travel On : Revenue KE International Ticket (KE 180 ticket stock)
6. * Including KE Marketing/OAL operating Codeshare flights
7. Date of Impacted Travel : ~ June 30, 2020

Involuntary Flight Cancellation (0RCTFRWASW)

1. Reference : 20200317 COVID-19 Ticket Handling Guideline for Involuntary Flight Cancellation (3rd Amendment)
2. Waiver AUTH : 0RCTFRWASW
3. Affected Area(s) To/From/Through :
   • All KE International Routes (All Region)
   • All flights that are involuntary cancelled due to COVID-19
4. Applies for tickets issued on or before the departure date
5. Issued On : KE 180 Ticket Stock
6. Applicable to Travel On : Revenue KE International Ticket (KE 180 ticket stock) * Including DL coded KE operated (KE 180 ticket stock)
7. Date of Impacted Travel : March 4 ~ May 31, 2020
8. Waivers & Conditions
   • 1. One-time Reissue Fee Waiver
     • Involuntary rerouting is only permitted under the condition of origin/destination within the same region* regardless of seasonality as long as within the original ticket validity.
     • If necessary, rerouting to other airline is allowed. See below example.
     • EX) SYD/ICN → SYD-(GA)-BKK-(KE)-ICN
                                   AKL-(MH)-KUL-(MH)-ICN
     • (No need to collect fare difference, tax, or surcharge)
       • * Region Group

         Korea	Japan	China (includes ULN, HKG, TPE)	S.E.Asia / S.W.Asia / Oceania
         North America	Central & South America	Europe / Middle East (includes MOW,LED)	Africa	CIS in Asia (includes TAS, IKT, VVO)

     • Within original ticket validity, rebook with the same Booking Class as originally ticketed. If original Booking Class is unavailable, rebook with the lowest available Booking Class in the same cabin.
     • After ticket has been reissued once with re-accommodated flight schedule :
       • If passenger changes his/her mind and request for,
         • Voluntary Refund → Refund is available without Refund Penalty with below waiver AUTH.
         • Voluntary Change → ONE-TIME Reissue Fee will be waived with below waiver AUTH but any fare/tax/surcharge differences must be collected. (Additional Reissue Fee Waiver)
       • Refund Penalty Waiver
         • Full refund is available (including Non-Refundable ticket)
         • No-Show Penalty will be waived
       • Ticket Validity Extension: If the original ticket is valid in between March 4 and May 31, 2020, the validity can be extended up to August 31, 2020 with the condition of travelling as originally ticketed itinerary.

Waivers & Conditions

1. 1. One-time Reissue Fee Waiver
   • New ticket must be reissued on/before June 30, 2020
   • Apply to all revenue tickets; totally unused and/or partially used tickets (Regardless of fare rule such as non-changeable tickets)
   • New travel date must be within the original ticket validity
     • A period of one year from the date of original ticket issuance
   • No-Show Penalty will be waived when reissue the ticket
   • Any Tax/Surcharge difference must be collected
2. Fare Difference Waiver (In addition to Waiver 1: One-time Reissue Fee Waiver)
   • Can be applied on top of one-time reissue fee waiver when either condition (a) or (b) met
     • a) If new travel date is on/before May 31, 2020
       • Ticket must be totally unused
       • Itinerary must be the same as the original ticket
       • Cabin Class must be the same
       • If original Booking Class is unavailable, rebook with the lowest available Booking Class in the same ticketed cabin.
       • (Please note that this waiver is only applicable for COVID-19 effect. Ex. Reissue ticket for mileage upgrade purpose is NOT allowed.)

• b) If new travel date is between June 1 ~ December 31, 2020
  • Ticket must be totally unused
  • Itinerary must be the same as the original ticket
  • - Booking Class must be the same * Rebook with higher Booking Class → Fare difference must be collected

• c) If new travel date is on/after January 1, 2021 and/or if the ticket is partially used and/or if the case does not meet above
  • Not applicable for fare difference waiver

3. Refund Penalty Waiver (TAE route ONLY)

• Full refund is available for TAE routes (including Non-Refundable ticket)
• No-Show Penalty will be waived
• One of the following documents is required to verify:
  • Flight Itinerary contains ICN-TAE v.v segment
  • Bus/Train Tickets (TAE Arrival/Departure)
  • Hotel Accommodation Confirmation/Receipt (TAE)
  • Other documents that verify that the passengers will travel to/from TAE

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