RE-BOOKING/CANCELLATION PROCEDURES FOR PASSENGERS TICKETED ON UL DOCUMENT Effective 12 October 2021, issued on 11 October 2021 Table of Contents General Conditions ……………………………………………………………………………………………………………….. 03 1 Change General Rules ……………………………………………………………………………………………………………… 04 1.1 Date Change Only 1.1.1 Flight is cancelled 1.1.1.1 Ticket has UL Segments only 1.1.1.1.1 Ticket has not exceeded 1-year validity (1) …………………………………………………… 04 1.1.1.1.2 Partially utilized ticket exceeding 1-year validity 1.1.1.1.2.1 Ticket still retrievable in the system (2) ………………………………………… 05 1.1.1.1.2.2 Ticket is not retrievable in the system (3) …………………………………….. 05 1.1.1.1.3 Fully unutilized tickets exceeding 1-year validity 1.1.1.1.3.1 Ticket still retrievable in the system (4) ……………………………………….. 06 1.1.1.1.3.2 Ticket not retrievable in the system (5) ………………………………………… 06 1.1.1.2 Ticket has UL and OAL segments 1.1.1.2.1 Ticket has not exceeded 1-year validity (6) …………………………………………………… 06 1.1.1.2.2 Partially utilized ticket exceeding 1-year validity 1.1.1.2.2.1 Ticket still retrievable in the system (7) ………………………………………… 07 1.1.1.2.2.2 Ticket not retrievable in the system (8) ………………………………………… 07 1.1.1.2.3 Fully unutilized ticket exceeding 1-year validity 1.1.1.2.3.1 Ticket still retrievable in the system (9) ………………………………………… 07 1.1.1.2.3.2 Ticket not retrievable in the system (10) ………………………………………. 08 1.1.2 Flight is not cancelled 1.1.2.1 Ticket has UL Segments only 1.1.2.1.1Ticket has not exceeded 1-year validity (11) …………………………………………………. 08 1.1.2.1.2 Partially utilized Ticket exceeding 1-year validity 1.1.2.1.2.1Ticket still retrievable in the system (12) ……………………………………….. 08 1.1.2.1.2.2Ticket not retrievable in the system (13) ……………………………………….. 09 1.1.2.1.3 Fully unutilized tickets exceeding 1-year validity 1.1.2.1.3.1 Ticket still retrievable in the system (14) ……………………………………… 09 1.1.2.1.3.2Ticket not retrievable in the system (15) ……………………………………….. 09 1.1.2.2 Ticket has UL and OAL segments 1.1.2.2.1 Ticket has not exceeded 1-year validity (16) ………………………………………………… 10 1.1.2.2.2 Partially utilized ticket exceeding 1-year validity 1.1.2.2.2.1 Ticket still retrievable in the system (17) ………………………………………. 10 1.1.2.2.2.2 Ticket not retrievable in the system (18) ………………………………………. 10 1.1.2.2.3. Fully unutilized ticket exceeding 1-year validity 1.1.2.2.3.1 Ticket still retrievable in the system (19) ……………………………………… 11 1.1.2.2.3.2 Ticket not retrievable in the system (20) ……………………………………… 11 1.2 Date and Route Change Only 1.2.1 Flight is cancelled 1.2.1.1 Ticket has UL Segments only 1.2.1.1.1 Ticket has not exceeded 1-year validity (21) …………………………………………………. 11 1.2.1.1.2 Partially utilized Ticket exceeding 1-year validity 1.2.1.1.2.1 Ticket still retrievable in the system (22) ………………………………………. 13 1.2.1.1.2.2 Ticket not retrievable in the system (23) ………………………………………. 14 1.2.1.1.3 Fully unutilized tickets exceeding 1-year validity 1.2.1.1.3.1 Ticket still retrievable in the system (24) ………………………………………. 14 1.2.1.1.3.2 Ticket not retrievable in the system (25) ………………………………………. 15 1.2.1.2 Ticket has UL and OAL segments 1.2.1.2.1 Ticket has not exceeded 1-year validity (26) …………………………………………………. 16 1.2.1.2.2 Partially utilized ticket exceeding 1-year validity 1.2.1.2.2.1 Ticket still retrievable in the system (27) ………………………………………. 16 1.2.1.2.2.2 Ticket not retrievable in the system (28) ………………………………………. 16 1.2.1.2.3 Fully unutilized ticket exceeding 1-year validity 1.2.1.2.3.1 Ticket still retrievable in the system (29) ………………………………………. 17 1.2.1.2.3.2 Ticket not retrievable in the system (30) ………………………………………. 17 1.2.2 Flight is not cancelled 1.2.2.1 Ticket has UL Segments only 1.2.2.1.1 Ticket has not exceeded 1-year validity (31) ………………………………………………… 17 1.2.2.1.2 Partially utilized Ticket exceeding 1-year validity 1.2.2.1.2.1 Ticket still retrievable in the system (32) ………………………………………. 19 1.2.2.1.2.2 Ticket not retrievable in the system (33) ………………………………………. 18 1.2.2.1.3 Fully unutilized tickets exceeding 1-year validity 1.2.2.1.3.1 Ticket still retrievable in the system (34) ………………………………………. 18 1.2.2.1.3.2 Ticket not retrievable in the system (35) ………………………………………. 19 1.2.2.2 Ticket has UL and OAL segments 1.2.2.2.1 Ticket has not exceeded 1-year validity (36) ………………………………………………… 19 1.2.2.2.2 Partially utilized ticket exceeding 1-year validity 1.2.2.2.2.1 Ticket still retrievable in the system (37) ……………………………………… 19 1.2.2.2.2.2 Ticket not retrievable in the system (38) ……………………………………… 20 1.2.2.2.3 Fully unutilized ticket exceeding 1-year validity 1.2.2.2.3.1 Ticket still retrievable in the system (39) ……………………………………… 20 1.2.2.2.3.2 Ticket not retrievable in the system (40) ………………………………………. 20 Voucher …………………………………………………………………………………………………………………………………… 21 Refund …………………………………………………………………………………………………………………………………….. 21 General Conditions This document is indicating the exceptions which SriLankan Airlines has adopted due to the pandemic over and above the general handling procedure/policies. The following options are available to all passengers who have purchased their tickets on SriLankan Airlines, who wish to alter their travel plans due to flight disruption or upon customers’ requirement. Options available for a customer are. • Change of ticket • Refund of ticket • Voucher for further transportation (EMD RSVC) This exception applies when tickets are within the following criteria unless otherwise specified in a particular scenario given in this document. This exception policy primarily applies over and above the general voluntary (customer requirement)/involuntary (due to carrier disruption) change/refund policy. Eligibility criteria to apply this policy ▪ Ticket numbers starting with 603. ▪ Fully unutilised/Partially utilised tickets. ▪ Individual/Group fare tickets. ▪ Online/Interline routings unless otherwise specified in any scenario. ▪ Fares ticketed on public/private, online/interline/code share/end on end fare types unless otherwise specified in any scenario. ▪ Tickets issued on or after 1st April 2019 till 31st December 2021. ▪ Flight date on ticket to travel on or after 26th January 2020. ▪ When the flight is disrupted, authority granted for passenger to be rebooked on available UL operated flights provided the same destination is maintained, up to 31st May 2022 on involuntary basis. (Refer to scenario 1-10 / 21-30) * Any specific country laws/civil aviation regulations will supersede this policy. Should you have any queries / clarifications pertaining to interpretation of such laws and regulations please seek guidance from UL legal team. * Any market specific exceptions shall be handled outside the above policy. Please contact respective Manager Revenue Management. * All dates mentioned above may be revised due to the evolving situation pertaining to COVID-19. Change General Rules ▪ Rebooking/re-issuance must be completed on or prior to 31st December 2021. ▪ This will be applicable for all fare families. o All P9 (promo restricted fare family) tickets are permitted to be manually reissued. o Combinations are permissible ▪ Any change in taxes shall be applicable for voluntary/involuntary change. ▪ If ticket is in suspended status, no show penalty to be deducted when processing change. o No-show fee shall be waived off for all re-issuances for travel up to 30th April 2020. ▪ If a passenger is re-booked on a flight by Reservation Services (CMBUL0INV) due to flight disruption however passenger does not wish to travel on the automatically reaccommodated flight, such changes can be processed on involuntary basis prior to the departure of reaccommodated flight to avoid no show fee(coupon suspension). Refer to applicable scenario based on routing of holding ticket. ▪ For involuntary reissuances, the service fee in CAT 16 for Agency issuance does not apply. ▪ Ticket endorsement o If flight for which change is being done is not cancelled ▪ Endorsement – “COVID19 AUTH” o If flight for which change is being done is cancelled ▪ If fare difference collected (flights beyond 31st March 2021) - “COVID19 AUTH” ▪ If fare difference not collected – “INVOL COVID19 AUTH” ▪ Purged tickets in the system shall not be eligible for change and exchange to a voucher. Eligible for refund only. HWSD approval shall not be required to process such refunds. 1.1. Date Change only 1.1.1. Flight is cancelled Scenario No 1 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only Yes Ticket not exceeded 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. • Fare difference within same cabin shall be waived off for travel commencement and completion up to 31st May 2022. This shall be valid only for UL operated sectors that have been cancelled, provided the same destination is maintained. • If passenger wishes to travel on a date beyond 31st March 2022, ticketed fare rule shall apply. ▪ Applicable fare difference to be collected from passenger. • If passenger wishes to travel on a date beyond 31 May 2022, ticketed fare rule shall apply. Consider as a voluntary change. Applicable fare difference/penalty etc to be collected from the passenger. • If a passenger holding an infant ticket requires a child ticket due to change in age, the child ticket can be issued without charging any fare difference ▪ Child passenger would require a seat ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. • If a passenger holding a child ticket requires an adult ticket due to change in age, the adult ticket can be issued without charging any fare difference ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. Scenario No 2 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only Yes Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system Yes • Authority granted for passenger to be rebooked on available UL operated flights provided the same destination is maintained, up to 31st May 2022. Penalty charges waived off. Fare differences shall not apply. Ticket may be reissued on system using the relevant involuntary entries (FXI) as permitted. • If a passenger holding an infant ticket requires a child ticket due to change in age, the child ticket can be issued without charging any fare difference ▪ Child passenger would require a seat ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. • If a passenger holding a child ticket requires an adult ticket due to change in age, the adult ticket can be issued without charging any fare difference ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. Scenario No 3 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only Yes Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system No • Please proceed with refund options Scenario No 4 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only Yes Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. • Authority granted for passenger to be rebooked on available UL operated flights provided the same destination is maintained, up to 31st May 2022. • If a passenger holding an infant ticket requires a child ticket due to change in age, the child ticket can be issued without charging any fare difference ▪ Child passenger would require a seat ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. • If a passenger holding a child ticket requires an adult ticket due to change in age, the adult ticket can be issued without charging any fare difference ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. Scenario No 5 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only Yes Fully Unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system No • Please proceed with refund options. • HWSD approval shall not be required to process such refunds. Scenario No 6 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only No Ticket not exceeded 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. • Rebooking on codeshare and Interline Sectors. ** ▪ Passengers may be rerouted on codeshare or interline partners to original destination if flight is cancelled. ▪ If rebooking is done within 48 hours to new flight departure, fare difference does not apply. • Ticket to be reissued using “I”/ “INVOL” indicator ▪ If rebooking is done prior to 48 hours of new flight departure, however new flight is within ± 2 days of original departure, fare difference does not apply • Ticket to be reissued using “S” / “SKCHG” indicator ▪ For all other situations where codeshare / interline sectors are involved applicable fare difference shall apply. • ** For Interline Tickets using JETSTAR group carriers such as JQ/3K/BL/GK, if end on end combination had been used with a “Non-Refundable Fare” of such carrier (as can be ascertained from their fare rule), and if such JETSTAR group flight had not been cancelled, fare applicable as per new JETSTAR Group flight/RBD must be collected in full. Scenario No 7 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only No Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system Yes • If itinerary includes OAL segments (codeshare / interline) please proceed with either Voucher or Refund options. Scenario No 8 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only No Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system No • If itinerary includes OAL segments (codeshare / interline) please proceed with Refund options. • HWSD approval shall not be required to process such refunds. Scenario No 9 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only No Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system Yes • If itinerary includes OAL segments (codeshare / interline) please proceed with either Voucher or Refund options. Scenario No 10 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only No Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system No • If itinerary includes OAL segments (codeshare / interline) please proceed with Refund option. • HWSD approval shall not be required to process such refunds. Scenario No 11 Date Change Only Yes Flight is Cancelled No Ticket has UL Segments only Yes Ticket not exceeded 1-year validity Yes Ticket retrievable in the system Yes • Change penalty does not apply. ▪ Tickets issued with routings involving CMBSYD/CMBMEL and change required on any one of these sectors irrespective of OD and POS. ▪ Change penalty shall not apply ONLY if: • A positive PCR test taken within 72 hours of the flight’s departure is submitted OR • Passenger is unable to travel to Australia due to regulations imposed by government of Australia pertaining to COVID-19 ▪ Applicable fare difference to be collected from passenger. Exception • Ticketed fare rule shall apply Scenario No 12 Date Change Only Yes Flight is Cancelled No Ticket has UL Segments only Yes Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system Yes • Please proceed with voucher or refund option Scenario No 13 Date Change Only Yes Flight is Cancelled No Ticket has UL Segments only Yes Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system No • Please proceed with refund option. • HWSD approval shall not be required to process such refunds. Scenario No 14 Date Change Only Yes Flight is Cancelled No Ticket has UL Segments only Yes Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. ▪ Tickets issued with routings involving CMBSYD/CMBMEL and change required on any one of these sectors irrespective of OD and POS. ▪ Change penalty shall not apply ONLY if: • A positive PCR test taken within 72 hours of the flight’s departure is submitted OR • Passenger is unable to travel to Australia due to regulations imposed by government of Australia pertaining to COVID-19 ▪ Applicable fare difference to be collected from passenger. Exception • Ticketed fare rule shall apply Scenario No 15 Date Change Only Yes Flight is Cancelled No Ticket has UL Segments only Yes Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system No • Please proceed with refund option. • HWSD approval shall not be required to process such refunds. Scenario No 16 Date Change Only Yes Flight is Cancelled No Ticket has UL Segments only No Ticket not exceeded 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. ▪ Tickets issued with routings involving CMBSYD/CMBMEL and change required on any one of these sectors irrespective of OD and POS. ▪ Change penalty shall not apply ONLY if: • A positive PCR test taken within 72 hours of the flight’s departure is submitted OR • Passenger is unable to travel to Australia due to regulations imposed by government of Australia pertaining to COVID-19. ▪ Applicable fare difference to be collected from passenger. Exception • Ticketed fare rule shall apply Scenario No 17 Date Change Only Yes Flight is Cancelled No Ticket has UL Segments only No Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system Yes • If itinerary includes OAL segments (codeshare / interline) please proceed with either Voucher or Refund options. Scenario No 18 Date Change Only Yes Flight is Cancelled No Ticket has UL Segments only No Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system No • If itinerary includes OAL segments (codeshare / interline) please proceed with Refund options. • HWSD approval shall not be required to process such refunds. Scenario No 19 Date Change Only Yes Flight is Cancelled No Ticket has UL Segments only No Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. ▪ Tickets issued with routings involving CMBSYD/CMBMEL and change required on any one of these sectors irrespective of OD and POS. ▪ Change penalty shall not apply ONLY if: • A positive PCR test taken within 72 hours of the flight’s departure is submitted OR • Passenger is unable to travel to Australia due to regulations imposed by government of Australia pertaining to COVID-19. ▪ Applicable fare difference to be collected from passenger. Exception • Ticketed fare rule shall apply Scenario No 20 Date Change Only Yes Flight is Cancelled No Ticket has UL Segments only No Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system No • If itinerary includes OAL segments (codeshare / interline) please proceed with Refund options. • HWSD approval shall not be required to process such refunds. Scenario No 21 Date Change Only No Flight is Cancelled Yes Ticket has UL Segments only Yes Ticket not exceed 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. • Fare difference within same cabin shall be waived off for travel commencement and completion up to 31st May 2022. This shall be valid only for UL operated sectors that have been cancelled, provided the same destination is maintained. ▪ Interchangeability of flight sector (same cabin) will be allowed within each group for flights given below, for any passenger booked on UL operated flights that have been cancelled. Group A CMBDEL / CMBBOM / CMBCCU Group B DELCMB / BOMCMB / CCUCMB Group C CMBHYD / CMBBLR / CMBTRV / CMBTRZ / CMBCOK / CMBIXM / CMBCJB / CMBMAA Group D HYDCMB / BLRCMB / TRVCMB / TRZCMB / COKCMB / IXMCMB / CJBCMB / MAACMB Group E CMBSYD / CMBMEL Group F MELCMB / SYDCMB Group G CMBPEK / CMBPVG / CMBCAN Group H PEKCMB / PVGCMB / CANCMB Group I CMBRUH / CMBDMM / CMBJED Group J RUHCMB / DMMCMB / JEDCMB Group K CMBKHI / CMBLHE Group L LHECMB / KHICMB Group M CMBMLE / CMBGAN Group N MLECMB/ GANCMB Group O CMBAUH / CMBDXB Group P AUHCMB / DXBCMB ▪ It is mandatory for passengers to complete, sign and submit the relevant R&I form together with copy of their passport prior to issuance of new ticket. ▪ New tickets can only be issued at any UL offices (CTO/ATO/GSA/GCC/PSA/IBE) after submission of R&I & passport copy by passenger. ▪ For itineraries containing codeshare / interline sectors applicable fare differences shall apply. * If a passenger who has changed his/her itinerary based on options given above wish to revert to their original route may do so if there is a UL operated flight on the original route. Fare difference does not apply to such situations. * For passengers originally booked on MEL and SYD UL operated direct flights – Passengers who are compelled to change their travel to a future date due to capacity restrictions imposed by Australian authorities, may change to an earlier date if seats become available. No fare difference will apply. * Passengers booked via SIN/KUL/BKK to SYD or MEL and if flights on their original route are canceled may be rerouted on UL direct flight to SYD or MEL. Fare difference shall not apply. • If passenger wishes to travel on a date beyond 31st May 2022, ticketed fare rule shall apply: ▪ Applicable fare difference to be collected from passenger. • If passenger wishes to travel on a date beyond 31 May 2022, ticketed fare rule shall apply. Consider as a voluntary change. Applicable fare difference/penalty etc to be collected from the passenger. • If a passenger holding an infant ticket requires a child ticket due to change in age, the child ticket can be issued without charging any fare difference ▪ Child passenger would require a seat ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. • If a passenger holding a child ticket requires an adult ticket due to change in age, the adult ticket can be issued without charging any fare difference ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. Scenario No 22 Date Change Only No Flight is Cancelled Yes Ticket has UL Segments only Yes Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system Yes o Authority granted for passenger to be rebooked on available UL operated flights provided the same destination is maintained, up to 31st May 2022. Penalty charges waived off. Fare differences shall not apply. Ticket may be reissued on system using the relevant involuntary entries (FXI) as permitted. ▪ Interchangeability of flight sector (same cabin) will be allowed within each group for flights given below, for any passenger booked on UL operated flights that have been cancelled. Group A CMBDEL / CMBBOM / CMBCCU Group B DELCMB / BOMCMB / CCUCMB Group C CMBHYD / CMBBLR / CMBTRV / CMBTRZ / CMBCOK / CMBIXM / CMBCJB / CMBMAA Group D HYDCMB / BLRCMB / TRVCMB / TRZCMB / COKCMB / IXMCMB / CJBCMB / MAACMB Group E CMBSYD / CMBMEL Group F MELCMB / SYDCMB Group G CMBPEK / CMBPVG / CMBCAN Group H PEKCMB / PVGCMB / CANCMB Group I CMBRUH / CMBDMM / CMBJED Group J RUHCMB / DMMCMB / JEDCMB Group K CMBKHI / CMBLHE Group L LHECMB / KHICMB Group M CMBMLE / CMBGAN Group N MLECMB/ GANCMB Group O CMBAUH / CMBDXB ▪ Interchangeability permitted on MELCMB & SYDCMB sectors. Fare difference to be calculated considering combination of flown sector fare with current system filed fare for the new sector (E.g. Current CMBSYD fare to be considered for ½ RT combination). Any additional Q surcharges shall not apply. ▪ Child passenger would require a seat ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. Group P AUHCMB / DXBCMB o If a passenger holding an infant ticket requires a child ticket due to change in age, the child ticket can be issued without charging any fare difference o If a passenger holding a child ticket requires an adult ticket due to change in age, the adult ticket can be issued without charging any fare difference Scenario No 23 Date Change Only No Flight is Cancelled Yes Ticket has UL Segments only Yes Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system No • Please proceed with refund options. • HWSD approval shall not be required to process such refunds. Scenario No 24 Date Change Only No Flight is Cancelled Yes Ticket has UL Segments only Yes Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. • Authority granted for passenger to be rebooked on available UL operated flights provided the same destination is maintained, up to 31st May 2022. Penalty charges waived off. Fare differences shall not apply. Ticket may be reissued on system using the relevant involuntary entries (FXI) as permitted. ▪ Interchangeability of flight sector (same cabin) will be allowed within each group for flights given below, for any passenger booked on UL operated flights that have been cancelled. Group A CMBDEL / CMBBOM / CMBCCU Group B DELCMB / BOMCMB / CCUCMB Group C CMBHYD / CMBBLR / CMBTRV / CMBTRZ / CMBCOK / CMBIXM / CMBCJB / CMBMAA Group D HYDCMB / BLRCMB / TRVCMB / TRZCMB / COKCMB / IXMCMB / CJBCMB / MAACMB Group E CMBSYD / CMBMEL Group F MELCMB / SYDCMB Group G CMBPEK / CMBPVG / CMBCAN Group H PEKCMB / PVGCMB / CANCMB Group I CMBRUH / CMBDMM / CMBJED Group J RUHCMB / DMMCMB / JEDCMB Group K CMBKHI / CMBLHE Group L LHECMB / KHICMB Group M CMBMLE / CMBGAN Group N MLECMB/ GANCMB Group O CMBAUH / CMBDXB Group P AUHCMB / DXBCMB • If a passenger holding an infant ticket requires a child ticket due to change in age, the child ticket can be issued without charging any fare difference ▪ Child passenger would require a seat ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. • If a passenger holding a child ticket requires an adult ticket due to change in age, the adult ticket can be issued without charging any fare difference ▪ Ticket issuance to be done manually and not required to reprice as reissued involuntary basis. Scenario No 25 Date Change Only Yes Flight is Cancelled Yes Ticket has UL Segments only Yes Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system No • Please proceed with refund options. • HWSD approval shall not be required to process such refunds. Scenario No 26 Date Change Only No Flight is Cancelled Yes Ticket has UL Segments only No Ticket not exceeded 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. • Rebooking on codeshare and Interline Sectors. ** ▪ Passengers may be rerouted on codeshare or interline partners to original destination if flight is cancelled. ▪ If rebooking is done within 48 hours to new flight departure, fare difference does not apply. • Ticket to be reissued using “I”/ “INVOL” indicator ▪ If rebooking is done prior to 48 hours of new flight departure, however new flight is within ± 2 days of original departure, fare difference does not apply • Ticket to be reissued using “S” / “SKCHG” indicator ▪ For all other situations where codeshare / interline sectors are involved applicable fare difference shall apply. • ** For Interline Tickets using JETSTAR group carriers such as JQ/3K/BL/GK, if end on end combination had been used with a “Non-Refundable Fare” of such carrier (as can be ascertained from their fare rule), and if such JETSTAR group flight had not been cancelled, fare applicable as per new JETSTAR Group flight/RBD must be collected in full. Scenario No 27 Date Change Only No Flight is Cancelled Yes Ticket has UL Segments only No Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system Yes • If itinerary includes OAL segments (codeshare / interline) please proceed with either Voucher or Refund options. Scenario No 28 Date Change Only No Flight is Cancelled Yes Ticket has UL Segments only No Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system No • If itinerary includes OAL segments (codeshare / interline) please proceed with Refund options. • HWSD approval shall not be required to process such refunds. Scenario No 29 Date Change Only No Flight is Cancelled Yes Ticket has UL Segments only No Fully unutilized ticket exceeding 1-year validity No Ticket still retrievable in the system Yes • If itinerary includes OAL segments (codeshare / interline) please proceed with either Voucher or Refund options. Scenario No 30 Date Change Only No Flight is Cancelled Yes Ticket has UL Segments only No Fully unutilized ticket exceeding 1-year validity No Ticket still retrievable in the system No • If itinerary includes OAL segments (codeshare / interline) please proceed with Refund options. • HWSD approval shall not be required to process such refunds. Scenario No 31 Date Change Only No Flight is Cancelled No Ticket has UL Segments only No Ticket not exceed 1-year validity Yes Ticket retrievable in the system Yes • Change penalty does not apply. ▪ Tickets issued with routings involving CMBSYD/CMBMEL and change required on any one of these sectors irrespective of OD and POS. ▪ Change penalty shall not apply ONLY if: • A positive PCR test taken within 72 hours of the flight’s departure is submitted OR • Passenger is unable to travel to Australia due to regulations imposed by government of Australia pertaining to COVID-19. ▪ Applicable fare difference to be collected from passenger. Exception • Ticketed fare rule shall apply Scenario No 32 Date Change Only No Flight is Cancelled No Ticket has UL Segments only Yes Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system Yes • Please proceed with voucher or refund option Scenario No 33 Date Change Only No Flight is Cancelled No Ticket has UL Segments only Yes Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system No • Please proceed with refund options • HWSD approval shall not be required to process such refunds. Scenario No 34 Date Change Only No Flight is Cancelled No Ticket has UL Segments only Yes Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. ▪ Tickets issued with routings involving CMBSYD/CMBMEL and change required on any one of these sectors irrespective of OD and POS. ▪ Change penalty shall not apply ONLY if: • A positive PCR test taken within 72 hours of the flight’s departure is submitted OR • Passenger is unable to travel to Australia due to regulations imposed by government of Australia pertaining to COVID-19. ▪ Applicable fare difference to be collected from passenger. Exception • Ticketed fare rule shall apply Scenario No 35 Date Change Only No Flight is Cancelled No Ticket has UL Segments only Yes Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system No • Please proceed with refund option. • HWSD approval shall not be required to process such refunds. Scenario No 36 Date Change Only No Flight is Cancelled No Ticket has UL Segments only No Ticket not exceeded 1-year validity Yes Ticket still retrievable in the system Yes • Change penalty does not apply. ▪ Tickets issued with routings involving CMBSYD/CMBMEL and change required on any one of these sectors irrespective of OD and POS. ▪ Change penalty shall not apply ONLY if: • A positive PCR test taken within 72 hours of the flight’s departure is submitted OR • Passenger is unable to travel to Australia due to regulations imposed by government of Australia pertaining to COVID-19. ▪ Applicable fare difference to be collected from passenger. Exception • Ticketed fare rule shall apply Scenario No 37 Date Change Only No Flight is Cancelled No Ticket has UL Segments only No Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system Yes • If itinerary includes OAL segments (codeshare / interline) please proceed with either Voucher or Refund options. Scenario No 38 Date Change Only No Flight is Cancelled No Ticket has UL Segments only No Partially utilized Ticket exceeding 1-year validity from date of commencement of journey. Yes Ticket still retrievable in the system No • If itinerary includes OAL segments (codeshare / interline) please proceed with Refund options. • HWSD approval shall not be required to process such refunds. Scenario No 39 Date Change Only No Flight is Cancelled No Ticket has UL Segments only No Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system Yes • If itinerary includes OAL segments (codeshare / interline) please proceed with either Voucher or Refund options. Scenario No 40 Date Change Only No Flight is Cancelled No Ticket has UL Segments only No Fully unutilized Ticket exceeding 1-year validity Yes Ticket still retrievable in the system No • If itinerary includes OAL segments (codeshare / interline) please proceed with Refund options. • HWSD approval shall not be required to process such refunds. Voucher ▪ Ticket may be exchanged for a travel voucher valid up to two years from the date of issuance of the voucher for the unutilized ticket coupons. ▪ Fully unutilized, partiality utilized tickets on online /interline routing that are retrievable on the system are eligible for issuance of travel vouchers. ▪ This voucher can be used to avail multiple tickets from UL within validity period. ▪ Travel voucher may be transferred with indemnity. ▪ Travel voucher is refundable. ▪ If ticket is in suspended status, no show penalty to be deducted prior to issuance of travel voucher. o No-show fee shall be waived off for all re-issuances/re-funds for travel up to 30th April 2020. ▪ If ticket contains a CMBMEL, CMBSYD sector that is not cancelled, refund penalty shall be deducted prior to issuance of travel voucher. o Refund penalty shall on be waived if a positive PCR test result taken within 72 of the flight’s departure is submitted. ▪ For Interline Tickets using JETSTAR group carriers such as JQ/3K/BL/GK, if end on end combination had been used with a “Non-Refundable Fare” of such carrier (as can be ascertained from their fare rule), and if such JETSTAR group flight had not been cancelled, fare applicable as per JETSTAR Group flight cannot be transferred to travel voucher without obtaining prior approval from JETSTAR. Please contact UL Interline team. ▪ For all guidelines on voucher issuance please refer “Covid 19 Voucher_Policy Procedure with Sample issuance_28Sep2021” ▪ Purged tickets in the system shall be eligible for refund only, not eligible to exchange to a voucher. HWSD approval shall not be required to process such refunds. Refund ▪ Request for refund, penalty waived off for all fare families including P9. ▪ Expired tickets purged from system - HWSD approval shall not be required to process such refunds. ▪ If ticket is in suspended status, no show penalty to be deducted when processing refund. o No-show fee shall be waived off for all re-issuances/re-funds for travel up to 30th April 2020. ▪ If a passenger is re-booked on a flight by Reservation Services (CMBUL0INV) due to flight disruption however passenger does not wish to travel on the reaccommodated flight, such refund can be processed on involuntary basis prior to the departure of reaccommodated flight to avoid no show fee (coupon suspension). ▪ For tickets on CMBSYD/CMBMEL bound flights that are not cancelled, penalty free refund shall apply only if a positive PCR test result taken within 72 of the flight’s departure is submitted. ▪ It is permitted to arrive at the residual value (unutilized fare and/or YQ portion) of the holding ticket by using ATC refund entries. The entries can be used on all UL documents irrespective of place of issue and date of issue. The refund penalty would be deducted when the voluntary refund entry input used, at such instance a manual amendment is required to the refund panel. Refrain from using TRFU, TRFP entries (page 2 of the ATC refund guide). In the current context due to many technical reasons the ATC refund entries may fail. If failed, it is necessary to refer to ticketed fare rule to arrive at the residual value. Reiterating the general refund policy – it necessary to refund unused country taxes of any routing/fare type. The ticketed fare rule applies unless otherwise specified in this document or if authorized in the Waiver exception policy. For ATC entries please refer to “ATC Refund Guide”. ▪ Carbon offset EMDs shall not be refunded. ▪ ** For Interline Tickets using JETSTAR group carriers such as JQ/3K/BL/GK, if end on end combination had been used with a “Non-Refundable Fare” of such carrier (as can be ascertained from their fare rule), and if such JETSTAR group flight had not been cancelled, such value cannot be refunded without obtaining prior approval from JETSTAR. Please contact UL interline team ▪ Purged tickets in the system shall be eligible for refund only. HWSD approval shall not be required to process such refunds.