Ticket Handling Guideline for Involuntary Flight Cancellation Due to COVID-19

*4th Amendment*
Ticket Handling Guideline for Involuntary Flight Cancellation Due to COVID-19

Regarding involuntary flight cancellation due to COVID-19, please be advised the rule waiver information as follow:

  1. Background : Involuntary Flight Cancellation due to COVID-19
  2. Applicable Ticket : Revenue KE international ticket (KE 180 ticket stock)
    * Including DL coded KE operated (KE 180 ticket stock)
  3. Applicable Period
    • Period of Travel : Flight cancelled between March 4 ~ August 31, 2020
  4. Handling Guideline (Refund/Reissue)
    • Refund - Full refund is available (Includes Non-Refundable Ticket)
    • Reissue
      • 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.
        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.A/S.W.A/Oceania
        North America Central & S. American

        Europ/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.

    • Ticket Validity Extension

      • If the original ticket is valid between March 4 and August 31, 2020, the validity can be extended up to December 18, 2020 with the condition of travelling as originally ticketed itinerary.

  5. Waiver AUTH : 0RCTFRWASW

    • You may indicate the waiver AUTH in the endorsement box

    • You may visit our Global Kalmate website to find the most updated information: https://kalmate.koreanair.com/global/s/

      • 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

  6. Please be advised that KE Sales Support Desk is unable to receive any inquiry through phone calls due to a high volume of inquiry from ongoing COVID 19. As we are only able to receive email inquiry (salessupport@mail.koreanair.com), we will respond via email in a timely manner.

 

End of Message