Board Write

Regarding COVID-19 ticket handling guideline, please be advised the revised rule waiver information as follow:

1. Applies for Tickets Issued : On or before April 1, 2020
    
2. Issued On : KE 180 Ticket Stock
    
3. Applicable to Travel On : Revenue KE International Ticket (KE 180 ticket stock)
   * Including KE Marketing/OAL operating Codeshare flights
    
4. Date of Impacted Travel : February 2 – October 31, 2020
    
5. Affected Area(s) To/From/Through : All KE International Routes (All Region)
    
6. Waiver AUTH : 0RCTFRWSTA
   • You may indicate the waiver AUTH in the endorsement box
      
7. Waivers & Conditions
   • Refund Penalty Waiver
     • Totally Unused Ticket : Full refund is available (Including Non-Refundable ticket)
     • Partially Used Ticket : Refund Penalty will be waived.
     • No-Show Penalty will be waived when refund the ticket
     • Limited to departure date between February 22 – June 30, 2020
   • 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)
     • Totally Unused Ticket : New travel date can be scheduled any date on/before February 28, 2021 regardless of ticket validity.
     • Partially Used Ticket : 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
       Limited to departure date between February 22 – June 30, 2020
     • Fare Difference Waiver (In addition to Waiver 2: One-time Reissue Fee Waiver)
       • ‘Fare Difference Waiver’ can be applied on top of one-time reissue fee waiver when condition met. Any Tax/Surcharge difference must be collected
       • Child → Adult (Fare Difference will be waived)
       • Infant → Child (Fare Difference will NOT be waived)
     • Totally Unused Ticket - If new travel date is :On/before July 31, 2020
       • Cabin Class, Routing*, and Carrier must be the same
       • If original Booking Class is unavailable, rebook with the lowest available Booking Class in the same cabin.
         (Please note that this waiver is only applicable for COVID-19 effect.
         Ex. Reissue ticket for mileage upgrade purpose is NOT allowed.)
     • Totally Unused Ticket -Between August 1, 2020 – February 28, 2021
       • Booking Class, Routing*, and Carrier must be the same
       • Rebook with higher Booking Class → Fare difference must be collected
       • Routing (except KE domestic flight) must be the same as the original ticket
         [Example]
         1) SEA-(KE)-ICN → SEA-(KE)-ICN : YES
         2) SEA-(KE)-ICN → SEA-(DL)-ICN: NO
         3) SEA-(KE)-ICN → SEA-(DL)-LAX-(KE)-ICN : NO
     • On/After March 1, 2021 - Not applicable for fare difference waiver
     • Partially Used Ticket - Not applicable for fare difference waiver
     • If the case does not meet above condition - Not applicable for fare difference waiver
   • Exchange for Credit Voucher (EMD) : U.S ARC agencies – Amadeus User ONLY
   • Please contact your sales representative for more detail.
      
8. 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

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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