Board Write

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 : Flight cancelled between March 4 ~ October 31, 2020
    
4. Handling Guideline (Refund/Reissue)

• Refund
  • Totally Unused : Full refund is available (Includes Non-Refundable Ticket)
  • Partially Used : Unused portion is refundable.
• 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.
    EX) SYD/ICN → SYD-(GA)-BKK-(KE)-ICN
                                AKL-(MH)-KUL-(MH)-ICN
    (No need to collect fare difference, tax, or surcharge)

* Region Group

• 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
  • Totally Unused Ticket
    • The ticket validity can be extended up to February 28, 2021 regardless of the ticket validity with the condition of travelling as originally ticketed itinerary. (Limited to one time only)
    • Limited to the same routing (except KE domestic) and the same carrier
    • Same KE Booking Class and SPA Booking Class must be observed, but if not possible, the lowest available Booking Class in the same cabin can be applied
  • Based on the new onboard date :
    If Child → Adult : Fare difference will be waived
    If Infant → Child : Fare difference must be collected (KE ONLY)
• Partially Unused Ticket
  • The ticket validity can be extended up to February 28, 2021 with the condition of travelling as originally ticketed itinerary. (Limited to one time only)
  • Additional date change within the validity is not permitted after the ticket is reissued.
  • Limited to the same routing (except KE domestic) and the same carrier
  • Same KE Booking Class and SPA Booking Class must be observed, but if not possible, the lowest available Booking Class in the same cabin can be applied
  • Based on the new onboard date :
    If Child → Adult : Fare difference will be waived
    If Infant → Child : Fare difference must be collected (KE ONLY)

5. Waiver AUTH : 0RCTFRWASW You may visit our Global Kalmate website to find the most updated information:

6. 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

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.
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