Passenger Services Conference Resolutions Manual
which travel is interrupted, immediately after completion
of formalities and religious customs, if any, but in no
event later than forty-five (45) days after the travel is
interrupted. The ticket will be endorsed “Return Account
Death (name)” and such endorsement shall be authenticated by validation or other official stamp.
3.2.2 A death certificate must be presented to the
reticketing carrier either at the place and time of reticketing, or in the country where death occurred. In the latter
case details shall be transmitted to the reticketing office
before reticketing. Should a death certificate not be
available at the time of re-routing, a new ticket shall
be issued at the normal one way fare applicable to the
journey to be undertaken. Upon the later presentation of
the certificate refund may be arranged.
4.
REFUND
The Member making the originating sale may:
4.1 in case of death before commencement of travel
arrange for refund of the fare paid;
4.2 in case of death after commencement of travel
arrange for any necessary refund in accordance with
Resolutions 735d and 737.
5.
GROUP TRAVEL
In the event a passenger(s) is discontinuing travel with
the group in accordance with the provisions of this
Resolution, this shall not affect the entitlement to travel at
the group fare of the remaining passengers in the group.
6.
CHANGE OF CARRIER
Tickets may be endorsed to another Member for carriage.
GOVERNMENT RESERVATIONS
CANADA
Acceptance of Resolution 735c (previously 277b) is subject to
the understanding that, unless otherwise clearly defined in the
tariffs, it shall apply to any and all types of group fares, including
Bulk and/or Inclusive Tour Group Fares notwithstanding current
reservations of the Canadian Transportation Agency on certain
IATA group type fare Resolutions, and the applicable fare for the
return journey separate from the group to the place of origin
without stopover en route shall be the group fare paid provided it
does not exceed the amount of the carrier's lowest available
individual travel fare applicable for the class of service and over
the route actually flown between the point of origin and the point
of interrupted group travel. (4.12.72)
RESOLUTION 735d
INVOLUNTARY CHANGE OF CARRIER,
ROUTING, CLASS OR TYPE OF FARE
PSC(32)735d
Expiry: Indefinite
Type: B
RESOLVED that:
1.1 ‘INVOLUNTARY REROUTE’ means a change to a
passenger's itinerary as ticketed due to an interruption in
the operation of a carrier's flight or inability to provide
transportation for confirmed space.
1.2 “MISCONNECTION” occurs when a passenger is
unable to use reserved accommodation out of a connection point due to late arrival or cancellation of delivering
flight.
1.3 ‘NEW OPERATING CARRIER (NOC)’ means the
carrier(s) selected for onward carriage from the point
where an involuntary reroute became necessary and any
subsequent connecting carrier in the disrupted itinerary.
1.4 ‘NORMAL FARES’ means a fare established in the
Resolution 040/050/060 series for intermediate, first or
economy class service and any other fare denominated
and published as a normal fare (e.g. C2,F2,Y2). Children's fares and infant's fares which are established as a
percentage of the fares referred to above are also
considered to be normal fares.
1.5
‘ORIGINAL
means
MARKETING
CARRIER
(OMC)’
1.5.1 the carrier whose airline designator is originally
recorded as the transporting carrier on the affected
electronic flight coupon.
1.5.2 the carrier responsible for the reissuance of the
original flight coupon(s), for the issuance of a Flight
Interruption Manifest or for setting the involuntary
indicator.
1.5.3 in a code share situation, the Original Marketing
Carrier may be different from the Original Operating
Carrier.
1.6
‘ORIGINAL OPERATING CARRIER (OOC)’ means
1.6.1 the carrier on whose flight a passenger is originally
scheduled to be carried and who is responsible for the
condition which creates the need for an involuntary
change in the passenger's journey,
1.6.2 the carrier responsible for the reissuance of the
original flight coupon(s), for the issuance of a Flight
Interruption Manifest or for setting the involuntary
indicator.
1.6.3 in a code share situation, the Original Operating
Carrier may be different from the Original Marketing
Carrier.
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32ND EDITION, JUNE 2012
Resolution 735d
1.7
‘ORIGINAL RECEIVING CARRIER’ means the
carrier on whose flight a passenger is originally ticketed to
be carried from a connection point.
1.8 ‘SPECIAL FARES’ means any fare other than a
normal fare.
1.9
‘TICKET HANDLER’ means an airline used to
perform ticketing services on behalf of the Operating
Carrier, in locations where the Marketing/Operating Carrier does not have its own ticketing point and using a
different system to that of the Operating Carrier.
2.
GENERAL PROVISIONS
2.1 The following circumstances shall justify an involuntary change of carrier, routing, class of service:
2.1.1
a Member cancels a flight;
2.1.2 a Member fails to operate a flight reasonably in
accordance with schedule;
2.1.3 a Member fails to stop at a point to which the
passenger is destined or is ticketed to stop over (whether
over or under carriage);
2.1.4 a Member is unable to provide previously confirmed space;
2.1.5 a Member causes a passenger to miss a connecting flight on which he holds a reservation.
2.2 In the foregoing circumstances Original Marketing/
Operating Carrier, or the Ticket Handler acting on their
behalf, with due consideration to the passenger's reasonable interests, shall:
2.2.1 arrange for involuntary refund in accordance with
Resolution 737; or
2.2.2 provide onward carriage to the destination or point
of stopover named on the ticket, if necessary at a higher
cost and without additional charge to the passenger, as
follows:
2.2.2.1(a) for a flight interruption en route on the same
or another of its own aircraft;
2.2.2.1(b) for other than flight interruption en route on
the service of the original receiving carrier or
or
2.2.2.2
Ticket Handler acting on their behalf, and the New
Operating Carrier(s).
2.4 Where onward carriage is provided pursuant to
2.2.2.2 the following additional conditions shall also apply:
2.4.1 The provisions of resolution 766, paragraph 10.6
shall be adhered to.
2.4.2 except for normal fares, if onward carriage is
arranged more than 24 hours prior to departure of the
New Operating Carrier's flight, re-routing may only take
place with the prior approval of the New Operating
Carrier;
2.4.3 if onward carriage is arranged less than 24 hours
prior to departure of the New Operating Carrier's flight:
2.4.3.1 re-routing/upgrading to a higher compartment
class (cabin class) may only take place with the prior
approval of the New Operating Carrier;
2.4.3.2 re-routing within any compartment class (cabin
class) may take place without prior approval of the New
Operating Carrier.
2.5
Where onward carriage is provided pursuant to
2.2.2:
2.5.1 in the case of misconnections at the scheduled
connecting point, new reservations, acceptable to the
passenger, shall first be requested from the Original
Receiving Carrier(s) before being requested from any
New Operating Carrier;
2.5.2 upgrading to a higher compartment class (cabin
class) shall be permitted only when, at the time of making
new reservations, space is not available in the same
compartment class (cabin class) originally paid for and
that when upgraded, the passenger need not be downgraded during his carriage on the applicable flight;
2.5.2.1 carriage at a higher cost shall be permitted only
when accommodation similar to that paid for is not
available on the flight of any Member which is due to
depart from the point of involuntary change before the
flight of the selected New Operating Carrier. When
requesting such carriage, the New Operating Carrier is to
be advised that the reservations are on an involuntary
upgrading basis;
2.5.2.2 when a passenger is carried by a Member at a
higher cost, it shall be at no additional charge to the
Original Marketing/Operating Carrier.
on any other transportation service(s).
2.3 Provided the Original Marketing/Operating Carrier,
or the Ticket Handler acting on their behalf, has observed
all the provisions of this Resolution, the New Operating
Carrier(s) shall accept the new flight coupons provided for
‘Involuntary Reroute’ irrespective of the fare basis entered
on the flight coupon(s).
2.3.1 Flight coupons for transportation covered by IATA
Resolution 788 (other than ID50 which are covered
under 2.3) shall be accepted by mutual agreement
between the Original Marketing/Operating Carrier, or the
32ND EDITION, JUNE 2012
3.
BAGGAGE
3.1 A passenger shall be entitled to the free baggage
allowance applicable to the fare originally paid.
3.2 The Original Marketing/Operating Carrier, or the
Ticket Handler acting on their behalf, shall return checked
baggage to the passenger or transfer it to the New
Operating Carrier. If the Original Marketing/Operating
Carrier, or the Ticket Handler acting on their behalf
fails to complete either of these transactions, that
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Passenger Services Conference Resolutions Manual
airline shall expedite the baggage in accordance with
Resolution 743a.
the affected original electronic ticket flight coupon(s) as
bilaterally agreed. The involuntary indicator ‘I’ shall be set
in accordance with Resolution 722f.
4.
Unsolicited Airport Control shall be in accordance with
Resolution 722f.
REFUNDS
Where the transportation cost for the revised routing or
class of service is lower than the fare originally paid, the
Member effecting the involuntary change shall arrange for
the difference to be refunded to the passenger. Where a
passenger is carried in a lower class of service, the
refund shall be the difference between the higher and
lower fares for the re-routed section(s) or the amount
calculated in accordance with Resolution 737, whichever
is higher Original Marketing/Operating Carrier, or the
Ticket Handler acting on their behalf shall absorb any
difference between the amount of the refund as calculated and the balance remaining after all claims for
carriage have been ascertained.
5. ABSORPTION OF PASSENGER'S
EXPENSES
In an interline journey, it is the responsibility of the carrier
responsible for a delay causing involuntary change of a
passenger's journey to arrange for a reasonable alternative route within a reasonable time and, if such time limit
is not feasible, to comply with the requirements of
absorption of passenger's expenses as may be incurred
during the period of the passenger's delay at the place
where the involuntary change occurred and to absorb
such expenses at subsequent points en route where they
are a direct consequence of such a change, provided that
they are limited to essential expenses such as hotel
room, suitable meals and beverages without regard to
class of service, ground transportation, transit taxes, and
reasonable communications costs necessarily incurred by
the passenger because of the involuntary change.
6.
PROCEDURAL REQUIREMENTS
6.1 Transfer of control of a flight coupon(s) by the
Validating Carrier shall constitute endorsement of that
coupon(s) under the provisions of Resolution 736.
6.1.1 For electronic coupons, the “i” involuntary indicator
shall be set in accordance with Resolution 722f.
6.4
The Original Marketing/Operating Carrier, or the Ticket
Handler acting on their behalf, shall provide a reissued
ticket and ensure that the ticket is immediately acceptable
at check-in (including self-service and online) with the
New Operating Carrier(s). This procedure should be
applied when the Original Marketing/Operating Carrier, or
the Ticket Handler acting on their behalf, has been able to
confirm or waitlist flight inventory with the New Operating
Carrier. It should be applied irrespective of the fare type
(e.g. Free Ticket(s), Frequent Traveler, AWARD, IT/BT
and BULK).
The reissued ticket shall only include those coupons
affected by the rerouting in order to provide onward
carriage to the next point of stopover named on the
original electronic ticket.
6.4.1 The new ticket shall reflect that it was issued as
the result of an involuntary reroute.
6.4.2 Carry forward to the new ticket the Original Fare
Calculation, Fare, Tax/Fee/Charge, Equivalent Fare Paid
and Fare Basis. Carry forward to the new ticket the
original Baggage Allowance or leave blank.
6.4.2.1 The provisions of this paragraph shall apply only
in respect of reissue when the same cabin class is
booked in the flight coupons affected by the disruption.
Reservation procedures for upgrading to a higher compartment are covered in section 2.4.3.1.
In cases where an involuntary change results in a change
from the original connecting flight(s) and the fare basis
differs on the coupon(s) affected by the disruption,
the fare basis to be used on all reissued coupons shall be
the fare basis of the first flight coupon affected by the
disruption.
Examples:
Original Routing: OSL - LH - X/HAM -KL - AMS
Fare Basis Codes: YW KPEX
6.2 Airline Redirect of electronic ticket flight
coupon(s)
If acceptable to the New Operating Carrier and the
Validating Carrier, the Original Operating Carrier may
redirect the affected original electronic ticket flight coupon(s) as bilaterally agreed. The involuntary indicator ‘I’
shall be set in accordance with Resolution 722f.
Redirect Airport Control shall be in accordance with
Resolution 722f.
6.3
Unsolicited Airport Control
If acceptable to the New Operating Carrier, the Original
Operating Carrier may send Unsolicited Airport Control of
536
Procedures for Reissue
New Routing: OSL - KL - AMS
New Fare Basis: YW
or
New Routing OSL - SK -X/LON - BA - AMS
New Fare Basis YW YW
Original Routing: TYO AF X/PAR KL AMS
Fare Basis Codes: JLOW COW
New Routing: TYO - KL - AMS
New Fare Basis: JLOW
32ND EDITION, JUNE 2012
Resolution 735d
or
New Routing TYO - SK -X/CPH - KL- AMS
New Fare Basis JLOW JLOW
6.4.2.2 In cases where an involuntary change results in
a change from the original connecting flight(s) and the
fare basis and cabin class differ on the coupon(s) affected
by the disruption, the fare basis to be used on all reissued
coupons shall be the fare basis of the first flight coupon
affected by the disruption. Upgrading to a higher cabin
class that is not shown on the coupons affected by the
involuntary rerouting shall only be permitted in accordance with the procedures for upgrading to a higher
compartment covered in section 2.4.3.1.
The fare basis to be applied to the reissued ticket shall
refer to the fare basis that was shown on the first coupon
affected by the disruption of the original ticket irrespective
of the actual cabin class of travel.
Examples:
Original Routing: TYO AF X/PAR KL AMS
Fare Basis Codes: FOWAF COWKL
New Routing: TYO - JL - AMS
New Fare Basis: FOWAF
or
New Routing TYO - SK -X/CPH - KL- AMS
New Fare Basis FOWAF FOWAF
Examples:
Original Routing: AMS KL X/PAR AF TYO
Fare Basis Codes: COWKL FOWAF
New Routing: AMS - JL - TYO
New Fare Basis: COWKL
or
New Routing AMS - KL -X/CPH - SK- TYO
New Fare Basis COWKL COWKL
6.4.3 The first five places of the endorsement/restriction
text shall reflect the characters ‘INVOL’.
6.4.4 The Not Valid After data element shall reflect the
date of departure of the flight(s) on which the passenger
has been involuntary rerouted.
Alternatively, if the original NVA date is later than the new
travel date, the original NVA date may be used or may be
left blank.
6.4.5 The Not Valid Before data element shall reflect the
date of departure of the flight(s) on which the passenger
has been involuntary rerouted or may be left blank.
6.5 Request Airport Control with Involuntary
Indicator (i)
When the Original Operating/Marketing Carrier, or the
Ticket Handler acting on their behalf, requests airport
32ND EDITION, JUNE 2012
control for an involuntary reroute, the involuntary indicator
shall be included in the request. The request for control
shall only include those coupon(s) affected by the disruption. Upon receipt of a request airport control message
that includes the involuntary indicator, the Validating
Carrier shall not deny the request when the coupon status
is open for use and the requesting carrier is part of the
ticketed itinerary affected by the disruption.
6.5.1 Where the result of the reissue is a new electronic
ticket, it shall be issued in accordance with
Resolution 722f.
6.5.2 A paper ticket shall only be issued when the new
itinerary is ineligible for an electronic ticket. In these
circumstances, the paper ticket shall be issued in accordance with Resolution 722. The provisions set forth in
paragraph 7 shall apply for the involuntary rerouting of
paper tickets.
6.6
Provision of New Itinerary Receipt
The Original Operating/Marketing Carrier as the new
Validating Carrier, when providing a replacement electronic ticket, shall deliver an itinerary/receipt to the passenger in accordance with Resolution 722f.
6.7 Usage of Flight Interruption Manifest
(FIM)
A FIM shall only be used for a diversion en route when
the applicable electronic flight coupon(s) is not available,
in accordance with Resolution 735e.
Exception: For an involuntary change of carrier and/or
routing, in the event that the original electronic ticket
cannot be reissued or transferred to the New Operating
Carrier, a FIM may be issued provided the Original
Operating Carrier has control of all the affected electronic
flight coupons. The Original Operating Carrier shall advise
the Validating Carrier via a Change of Status message
that the electronic coupons have been exchanged.
6.8 Examples for Obtaining Control in an
Involuntary Reroute Scenario
Example 1: Involuntary rerouting when connecting
flight is cancelled
Validating Carrier: BB
Original Ticketed Routing: CPH CC X/LON BB BOM CC
BKK (no stopover at LON)
Flight LON BB BOM is cancelled
Point of rerouting CPH
New routing: CPH DD X/FRA DD BOM (no stopover at
FRA)
Reissue is performed by carrier BB for the sectors CPH
CC X/LON BB BOM for travel CPH DD X/FRA DD BOM
(no stopover at FRA).
Carrier BB requests control back from CC to enable the
original Validating Carrier to reissue the ticket.
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Example 2: Involuntary rerouting by Original Operating Carrier when originating flight is cancelled
Validating Carrier: BB
Point of rerouting: GVA
New routing: GVA EE ZRH
Original Ticketed Routing: CPH CC X/LON BB BOM CC
BKK (no stopover at LON)
Reissue is performed by carrier CC for sector GVA EE
ZRH only as Carrier CC already has airport control of the
affected flight coupon.
Flight CPH CC LON is cancelled resulting in a missed
connection LON BB BOM
Point of rerouting CPH
Example 5: Involuntary rerouting by Original Operating Carrier at origin change from a connecting flight
to a direct flight
New routing: CPH DD X/FRA DD BOM (no stopover at
FRA)
Validating Carrier: BB
Reissue is performed by carrier CC for the sectors CPH
CC X/LON BB BOM for travel CPH DD X/FRA DD BOM
(no stopover at FRA).
Original Ticketed Routing: GVA CC X/ZRH BB X/DXB BB
X/ BKK DD SYD
Flight GVA CC ZRH is cancelled
Carrier CC requests control of coupon LON BB BOM with
the involuntary indicator (I) to enable the Original
Operating/Marketing Carrier of the disrupted flight to
reissue the ticket for travel to BOM. The Validating Carrier
shall not deny the request.
Point of rerouting: GVA
Example 3: Involuntary rerouting by Original Operating Carrier due to missed connection
Carrier CC has control of GVA ZRH and must request
control of coupons ZRH DXB and DXB BKK from Validating Carrier BB using the involuntary indicator.Carrier
BB shall not deny the airport control request.
Validating Carrier: BB
Original Ticketed Routing: GVA CC X/ZRH BB X/DXB BB
X/BKK DD SYD (no stopover at ZRH, DXB and BKK)
Flight GVA CC ZRH arrives late into ZRH resulting in a
missed connection to DXB and subsequent missed connection to BKK.
New routing: GVA EE BKK
Reissue is performed by carrier CC for sectors GVA CC
X/ZRH BB X/DXB BB X/BKK.
Example 6: Involuntary rerouting by Original Operating Carrier at origin changing from a direct flight to
connecting flights
Validating Carrier: BB
Point of rerouting: ZRH
Original Ticketed Routing: GVA CC DXB BB X/BKK DD
SYD
New routing: ZRH DD X/FRA DD BKK (no stopover at
FRA)
Flight GVA CC DXB is cancelled
Reissue is performed by carrier CC for sectors ZRH BB
X/DXB BB X/BKK for travel ZRH DD X/FRA DD BKK (no
stopover at FRA).
Carrier CC requests control of the coupons affected by
the disruption ZRH BB X/DXB BB BKK with the involuntary indicator (I) to enable the Original Operating/
Marketing Carrier of the disrupted flight to reissue the
affected flight coupons for travel to BKK.
Point of rerouting: GVA
New routing: GVA EE X/ZRH EE DXB
Reissue is performed by carrier CC for sectors GVA CC
DXB.
Carrier CC has control of GVA DXB and reissues the
ticket over the connecting point of ZRH.
Carrier BB shall not deny the request. Carrier CC may not
request control of the coupon BKK DD SYD with an
(I) indicator as this coupon is not affected by the
disruption.
7. PROVISIONS FOR THE INVOLUNTARY
REROUTING OF PAPER TICKETS
Example 4: Involuntary rerouting by Original Operating Carrier at origin change from one Operating
Carrier to a New Operating Carrier–direct flight
7.1 The endorsement requirement of Resolution 736
shall apply.
Validating Carrier: BB
7.2
Original Ticketed Routing: GVA CC ZRH BB X/DXB BB
X/BKK DD SYD
The Original Marketing/Operating Carrier or Ticket Handler acting on their behalf shall:
Flight GVA CC ZRH is cancelled
7.2.1 present the original flight coupon(s) for onward
carriage. When so presented, they shall be accepted by
the New Operating Carrier, provided that provisions of
7.2.3 of Resolution 735d are applied, taking into account
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PROCEDURAL REQUIREMENTS
No Change of Routing
32ND EDITION, JUNE 2012
Resolution 735d
the applicable endorsement procedures, on the understanding that an endorsement to the New Operating
Carrier must not be withheld. When the passenger is in
possession of the flight coupon(s), a Flight Interruption
Manifest (FIM) shall not be issued nor shall the New
Operating Carrier request the issuance of a FIM, or
Example 2: Change from a ‘direct’ flight to ‘connecting’ flights
7.2.2 issue a FIM where the passenger has surrendered
the flight coupon(s) prior to the occurrence of the involuntary reroute, in order to provide the least possible delay or
inconvenience to the passenger. When so presented, the
FIM shall be accepted.
Rerouting using original flight coupons is permitted since
origin and destination did not change and new routing is
by one carrier.
Note: Whenever possible the original flight coupon(s)
should later be substituted for the FIM.
Change from a ‘direct’ flight to ‘connecting’ flights with an
onward sector, the latter not being effected by the
change.
7.2.3 when the original paper flight coupon(s) are presented for onward carriage, the Original Operating Carrier
shall enter “INVOL REROUTE” on the applicable flight
coupon(s). When such onward carriage is at a higher or
at a lower cost, the Original Operating Carrier shall enter
and validate “INVOL UP” or “INVOL DOWN”, as applicable, in the “Restrictions/Endorsements” box of the
appropriate flight coupon(s) and the carbonised passenger coupon(s) or the ATB passenger receipt(s). When the
passenger is downgraded and it is known which class of
service he will be downgraded to, enter “INVOL DOWN
TO (enter applicable class of service code) CLASS”;
provided further that when the Original Operating Carrier
is physically unable to do so, the New Operating Carrier
shall enter and validate this notation.
7.3
Change of Routing
The Original Operating Carrier taking into account the
applicable endorsement procedures, on the understanding that an endorsement to the Original Operating Carrier
shall not be withheld shall:
7.3.1
reticket the passenger; or
7.3.2 issue Flight Interruption Manifest(s) (FIM(s)) in
accordance with paragraphs 1.2 and 2 of Resolution 735e
in order to provide onward carriage with the least possible
delay or inconvenience to the passenger; or
7.3.3 if acceptable to the New Operating Carrier, present the original flight coupon(s) for onward carriage when
there is no change in the origin and destination and the
new routing is to be flown by one receiving carrier over
two or more sector(s).
In such case, the Original Operating Carrier shall enter
“INVOL REROUTE” in a blank area, other than the
“SCAN AREA” on the applicable coupon(s).
Original Ticketed Routing: OSL SK FRA
New Routing: OSL KL AMS KL FRA (no stopover)
Example 3: Two or more carriers, no change in
Connecting Point
Original Ticketed Routing: OSL KL AMS KL FRA (no
stopover)
New Routing: OSL SK CPH SK AMS KL FRA (no
stopover)
Rerouting using original flight coupons is permitted since
origin and destination of each original flight coupon did
not change.
Example 4: Change from ‘connecting’ flights to a
‘direct’ flight
Original Ticketed Routing: OSL LH HAM LH AMS (no
stopover)
New Routing: OSL KL AMS
Rerouting using original flight coupons is permitted since
origin and destination did not change.
7.3.4 nothing in this paragraph shall prevent the New
Operating Carrier from reissuing the ticket when the
Original Operating Carrier is unable to do so.
7.4 In all cases where the passenger is reticketed to
cover carriage via a different routing, carry forward to the
new ticket the original “Fare Calculation”, “Fare”, “Tax/
Fee/Charge”, “Equiv. Fare Paid” and “Total” entries and
show the revised routing being reflected only in the “Good
for Passage” section. Optionally, “NO ADC” may be
entered in the “Total” box. The “Restrictions/
Endorsements” box on all appropriate coupons shall be
marked “INVOL REROUTE”.
7.5 The withdrawn flight coupons of tickets shall be
endorsed across the face of coupons “EXCHANGED” (or
another notation to the same effect), in order to prevent
their fraudulent reuse lost or stolen.
Example 1: Change in Connecting Point
Original Ticketed Routing: OSL KL AMS KL FRA (no
stopover)
New Routing: OSL SK CPH SK FRA (no stopover)
Rerouting using original flight coupons is permitted since
origin and destination did not change and the new routing
is by one carrier.
32ND EDITION, JUNE 2012
539