1. travel
2. transports
3. air travel
4. airlines

Introduction
Air New Zealand (NZ) and Singapore Airlines (SQ) have entered into a Strategic Alliance.
As part of this Alliance, from 6 January 2015, Air New Zealand will commence operations on the SingaporeAuckland vv route, and together with Singapore Airlines, will offer a year-round twice daily frequency.
Singapore Airlines will continue to operate daily services on the Christchurch-Singapore vv route. A summary
of the flight details are as follows:
•
•
•
Air New Zealand will take over SQ281 from 6 January 2015. Passengers will be re-accommodated to
SQ4281.
Air New Zealand will take over SQ282 from 7 January 2015. Passengers will be re-accommodated to
SQ4282.
Singapore Airlines will continue to operate one tranche of the Singapore-Auckland vv route (SQ285
and SQ286) and the Singapore-Christchurch vv route on (SQ297 and SQ298).
The carriers will codeshare on each other's services between New Zealand and Singapore as well as to other
destinations throughout South East Asia, the United Kingdom, Europe and South Africa, through Singapore
Airlines and its subsidiary SilkAir. Singapore Airlines will also codeshare on Air New Zealand's domestic
services extensively.
Together, Air New Zealand and Singapore Airlines will provide customers with the convenience of a
significantly larger network with increased flight frequency. Customers will also enjoy a range of premium
inflight products and services on board Air New Zealand's newly refurbished Boeing 777-200ER as well as
Singapore Airlines' Airbus A380, Boeing 777-200ER (retrofitted) and Boeing 777-300ER aircraft.
This document contains servicing and handling guidelines for the re-accommodation of passengers booked
on SQ281 and SQ282 for travel from 6 and 7 January 2015 respectively.
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Servicing Quick Reference Guide
Item
Details
1 Flight Change
Inform pax of change in flight.
2 Flight Schedule
Inform pax of SQ4282 new flight schedule. SQ4281 schedule is unchanged.
PPS Value / KF
3
Tier bonus
If pax tickets by 8 October 2014, for travel on/after 31 March 2015, PPS Value and
KF tier bonus will be awarded as per SQ rules. Otherwise, it will follow current
codeshare practice.
4 Seat product
Please refer pax to NZ’s website for details.
5 Seating
Inform pax of new seating. If pax is not agreeable, provide with NZ PNR for them to
self-service on NZ Website.
6 Meals
NZ only caters 14 standard IATA meals. Rebook onto SQ if SPML is required.
7 Other SSR
Rebook onto SQ if required SSR not offered by NZ.
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Baggage
changes
9 Finalization
NZ’s baggage allowance will be applied, but may not be shown on the e-ticket.
Ensure pax are informed of new allowance.
Change TK sectors to HK and end transaction. Ensure ticket elements are in order.
Email new itinerary to pax.
2
Servicing Steps
Please follow the below steps when servicing passengers.
1. Flight Change
1.1. Inform passenger of the change in flight to either SQ4281/2.
1.2. For passengers on G/I/X RBD, they will be re-accommodated to NZ281/2 instead of SQ4281/2 due to
fare restrictions. Inform pax accordingly.
2. Flight Schedule
The below flight schedule will be effective 6 Jan 2015. For passengers on SQ4282/NZ282, inform them that
the flight will depart 10 minutes later than SQ282. For passengers on SQ4281/NZ281, there is no change
in timing from SQ281.
Departures from New Zealand
Flight
AKL – SIN
SQ286
NZ282 /
AKL – SIN*
SQ4282
Departures from Singapore
Flight
NZ281 /
SIN – AKL*
SQ4281
SIN – AKL
SQ285
Depart
1330
0115
(retimed from SQ’s 0105)
Arrive
1900
0645
(retimed from SQ’s 0635)
Depart
Arrive
0850
2345
2050
1145+1
*Note: SIA currently operates five times per week, with six to seven trips per week during peak season. Once Air NZ
takes over the service, it will be on a daily frequency.
3. Maintaining of tier bonus / PPS value accrual
3.1. If passenger is a member, inform him that they will still maintain their tier bonus / PPS Value / earn
based on QNVK at 50% and 10% respectively as per ticketed previously as a one-time exercise. This
only applies for flights before or on 31 Mar 2015.
3.2. If passengers are not ticketed, inform passenger that if they ticket by 8 October 2014 and travel
before / on 31 March 2015, they will still be able to maintain the above tier bonus / PPS Value.
3.3. If passenger does not meet these requirements, mileage accrual eligibility and earn levels will be
determined by the class of travel and booking class of NZ (the operating carrier), as per current
codeshare practice.
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4. Seat Product
4.1. Should passengers ask about the seat product for the flight, inform them that NZ will be using their
newest Boeing 777-200ER. Below are some of the features if requested:
4.2. For business class passengers, also inform them that the seat is now a lie-flat seat in a 1-2-1 config.
4.3. If pax would like to see the product for themselves, direct them to NZ’s website below:
Website: http://www.airnewzealand.co.nz/787-9-experience(TBA)
(product on their re-fitted B777-200ER is the same as that on their B787-900 aircraft)
Economy
Seat
Skycouch
-
IFE & In-Seat Feature
-
31-33” seat pitch, 5” recline
Ergonomic seat design with adjustable headrest
A trio of Economy seats with armrests that could be raised into the
back of the seat
A footrest will extend from under each of the three seats, which can be
pulled up to create a flat, flexible space
Note: There are limited Skycouch on each flight and this can only be
purchased directly from Air NZ
10.6 inch personal widescreen touch screen
Over 580 hours of Gate to Gate on-demand entertainment, including
the latest movies, popular TV shows and multiplayer games
Audio and Video-on-demand at every seat with iPod and USB
connectivity
Premium Economy
Seat
- 42” seat pitch, 9” recline and width of 19.3” with a 5” wide armrest
- Leather seat with armrests, full leg rest and foot bar
IFE & In-Seat - 11” personal widescreen touch screen
- Over 580 hours of Gate to Gate on-demand entertainment, including
Feature
the latest movies, popular TV shows and multiplayer games
- Audio and Video-on-demand at every seat with iPod and USB
connectivity
4
Business Premier
Seat
IFE & In-Seat Feature
-
Leather 6’ 7.5” lie-flat bed (1-2-1 seat config with herring bone layout)
Direct aisle access for all passengers
Ottoman footrest doubles as visitor seat
Soft memory foam mattress, full length duvet and two pillows
11” personal entertainment screen
Over 580 hours of Gate to Gate on-demand entertainment, including
the latest movies, popular TV shows and multiplayer games
In-seat power available at every seat and iPod and USB connectivity
Noise cancelling headphones
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5. Seating
5.1. Check if passenger has any seat requests, and inform passenger of the new seating as arranged by NZ
(KK status in PNR). Those which are listed as “Pending Need” are still being processed by NZ and may
take up to a week to complete.
5.2. Singapore Airlines is unable to see NZ’s seat map, and thus cannot RQST on SQ4281/4282. We also
cannot sell any paid seats (Skycouch, Preferred). Please inform passengers that enquire about these
seats that they are only available for customers who purchase directly from NZ. Should passengers
wish to purchase these seats, we shall be able to offer you a full refund and book with NZ. Please
note that we cannot guarantee the same fare as ticketed before, should you agree to a refund.
5.3. If passenger is not agreeable with the seating or would like to select their own seat, they can visit NZ’s
website at http://www.airnewzealand.com to select their seat.
6. Meal Requests
6.1. Check if passenger has any meal requests. NZ is only able to cater the 14 IATA standard meal types
listed on the next page. Thus, all BTC and Yummy Meal requests will not be fulfilled. If passenger’s
meal request is intact, it should be displayed as KK in the SSR.
6.2. If passenger’s request is not in the list, it will initially appear as HN and eventually be changed to UN
/ UC in the SSR. However, NZ will take some time to change the status. Thus, should you see HN,
delete the SSR and check if passenger is agreeable to any of the SPMLs offered by NZ.
6.3. If passenger must have a specific meal request, rebook passenger to SQ285/6. Inform passenger that
NZ can only cater the 14 IATA standard meals, and is unable to provide an allergen-free environment.
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MEAL
IATA CODE
NZ
Asian Vegetarian Meal
AVML
Baby Meal
BBML
Bland Meal
BLML
Children Meal
CHML
Child Meal for Infant
CHMLI
Diabetic Meal
DBML
Fat Free Meal
FFMLM
Fruit Platter Meal
FPML
Gluten Intolerant Meal
GFML
Hindu Non Vegetarian Meal
HNML
Japanese Meal
JPMLM
x
Junior Meal
JNML
x
Kosher Meal
KSML
Low Calorie Meal
LCML
x
Low Fiber/Residue Meal
LFBRS
x
Low Fat Meal
LFML
Non-Beef Meal
NBMLM
x
Non-Carbohydrate Meal
NCBHD
x
Non-strict Nut Free Meal
NFMLA
x
Low Lactose Meal
NLML
x
Post Weaning Meal
PWMLN
x
Low Salt Meal
LSML
x
Muslim Meal
MOML
Seafood Meal
SFML
x
Semi-Fluid Meal
SMFUM
x
Soft Fluid Meal
SFUML
x
Vegetarian Jain Meal
VJML
Vegetarian Lacto-ovo Meal
VLML
Vegetarian Oriental Meal
VOML
Vegetarian Raw Meal
RVML
Vegetarian Vegan Meal
VGML
x
x
x
*
x
x
Ulcer Diet Meal
UCDEM
*Note that this meal require 48 hours or more advance notice.
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SQ
x
*
*
7. Other SSR
7.1. Check if passenger has any other SSR, eg. WCHR, MAAS, UMNR etc. Please note in the below table
the SSR offered and not offered by NZ.
7.2. UMNR: Please try to convince UM to transfer to SQ285/6, as this will facilitate easier handling for all
parties. If passengers are unable to transfer, Air NZ may accept UM that are already booked and
ticketed, as long as no interline travel is involved. However, they will have to be rebooked onto
NZ281/2. If passenger’s parents are willing for their child to travel without UM assistance, they can
then be re-accommodated onto SQ4281/2, even if they are on interline.
SPECIAL ASSISTANCE
IATA CODE
NZ
Blind Passenger
BLND
Bicycle
BIKE
Bassinet Seat
BSCT
Bulky Baggage
BULK
Cabin Baggage (in seat)
CBBG
Deaf Passenger
DEAF
Extra Seat For Passenger Comfort
EXST
Infants (including Infant with Seat, IFS)
INFT
Medical Transportation i.e. Oxygen, Stretcher
MEDA/OXY/STCR
Meet And Assist
MAAS
Sports Equipment
SPEQ
Wheelchair: Dry Cell
WCBD
Wheelchair: Wet Cell
WCBW
Wheelchair: Cabin Seat
WCHC
x*
Wheelchair: Ramp
WCHR
x*
Wheelchair: Steps
WCHS
Wheelchair: Manual Powered
WCMP
Wheelchair: Onboard
WCOB
Excess Baggage
XBAG
UNACCOMPANIED MINOR
UMNR
Live Animals In the Hold
AVIH
DEPORTEE Escorted
SQ
x*
x*
x*
x*
x*
x
x*
x*
DEPA
x*
x*
DEPORTEE UNescorted
DEPU
x*
x*
Live Animals in Cabin
PETC
x*
x*
* Note that requests can only be provided if booked on operating carrier (operating carrier rules will
apply). As the passengers will be re-accommodated to SQ marketing code in general, Air NZ will not
be able to accept these requests.
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8. Baggage Allowance
8.1. With the change to the NZ operated flights, NZ’s baggage allowance will apply. However, NZ’s
baggage allowance may not be shown on the e-ticket. It is important that Travel Agents inform
customers of the new baggage allowance. See below for the various baggage allowances on NZ.
8.2. NZ will follow the IATA Res 302 of Most Significant Carrier for any interlining passengers. Refer to
Annex A for more details on IATA Res 302.
Checked Baggage
Cabin Class
Frequent Flyer Status
Standard
Business
Krisflyer Elite Gold
Class
(Star Alliance Gold)
PPS Club
Standard
Economy
Krisflyer Elite Gold
Class
(Star Alliance Gold)
PPS Club
Cabin Baggage
Cabin Class
Frequent Flyer Status
Business
All
Class
Standard
Economy
Krisflyer Elite Gold, PPS
Class
Club
(Star Alliance Gold)
Allowance
3 pieces at 23 kg each
No additional allowance
No additional allowance
1 piece at 23 kg
1 additional piece at 23 kg
1 additional piece at 23 kg
Allowance
2 pieces total 14 kg (10 kg max per
piece) + personal item
1 piece at 7 kg + personal item
2 pieces total 14 kg (10 kg max per
piece) + personal item
Other Baggage Allowances
- No additional checked baggage
Infant
- Infant related items may be carried free of charge, ie car
Baggage
seat, collapsible stroller or portable cots
- Infant receives one piece of carry-on baggage, up to 7 kg
- No charge if within permitted baggage allowance (items can
Sporting
be up to 2m in length)
Baggage
- Otherwise standard excess charges apply
Over Piece Charges
Piece (Max 23 kg & 158 cm per piece)
1st
2nd
3rd and Subsequent
Overweight
Oversize
Ex-NZ
NZD 200
NZD 250
NZD 350
NZD 200
NZD 200
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Ex-SIN
SGD 200
SGD 250
SGD 350
SGD 200
SGD 200
9. Finalization
9.1. As auto-revalidation will be used, there will be no need to revalidate the ticket. Ensure that that
booking is shown as ticketed as some bookings may not have been revalidated properly.
9.2. When pax is agreeable with all the seat/meal/SSR items, simply change the TK sectors to HK and end
the transaction.
9.3. After which, email the new itinerary to pax.
9.4. If the itinerary needs to be amended, manual revalidation may or may not work. Please contact
Singapore Airlines Reservations.
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Annex A
1. IATA Res 302 of Most Significant Carrier
The Most Significant Operating Carrier rule will be applied to baggage allowances when booking airfares on
Air NZ, Singapore Airlines or SilkAir across the Alliance.
Note that the rules for sporting gear, infant allowances, additional FFP baggage allowance as well as excess
baggage charges will all also be based on the Operating Carrier rule.
IATA define baggage rules based on a customers’ checked journey through or within three geographical
zones, called IATA Tariff Areas:
•
•
•
Area 1: Americas - North America, South America, Central America and Hawaii.
Area 2: Europe - Europe, Africa and the Middle East.
Area 3: Asia-Pacific - Asia and Oceania.
Customers
will receive
the baggage
allowance of
the Most
Significant
Operating
Carrier per
checked
journey,
which is
dependent
on the movements airlines make between these zones.
The Most Significant Operating Carrier will be decided in the following order:
1. The baggage rules of the first Operating Carrier in the journey to cross from one IATA area to
another will apply should such a crossing of areas occur i.e. the first carrier that crosses the
boundary between Asia and Europe in an AKL-SIN-LHR journey.
2. If the above rule is not relevant to the journey to be taken (i.e. when the journey falls within
a single IATA Traffic Area) then the baggage rules to be applied will be those of the first carrier
that crosses from one sub-area to another, i.e. the first carrier that crosses the sub-area
between Auckland and Singapore (which lies between Australia and Indonesia/Malaysia) on a
journey AKL-SIN-KUL.
3. If neither of the above apply, the baggage rules used should be those of the first carrier in the
journey to operate an international flight when travel is within a sub-area i.e. the first carrier
to operate a flight between New Zealand and Australia in a WLG-AKL-SYD itinerary.
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Note that should there be a stop-over in the itinerary then the baggage allowance for the individual sector in
the itinerary will be that of the Operating Carrier for the given sector.
2. Further Clarifications
•
•
•
The Most Significant Operating Carrier can change throughout a customer’s itinerary. For example, if a
customer travels from Singapore to Auckland on SQ and then returns on an Air NZ flight, they will receive
Singapore’s allowance on the outbound flight and Air NZ’s on the inbound flight.
Stop-overs will impact baggage allowances. If a customer travels from Auckland to London on Air NZ then
Singapore Airlines with a stopover in Singapore, they will receive Air NZ’s allowance for the first sector and
Singapore’s allowance on the second sector. A modified version of example A.
If the Most Significant Carrier has no published fares, the allowance of the carrier the passenger is checked
in with at the beginning of their checked journey applies.
3. Exceptions
•
•
When travelling to/from or via the USA or Canada, US DoT for CTA baggage rules will apply respectively.
For ticketed journeys that have an origin or destination within the USA the baggage rules will be
determined by the First Marketing Carrier who can choose to adopt one of following options:
o
First Marketing Carrier rules, i.e. apply their baggage policy for the entire itinerary; or,
o
US DoT approved Most Significant Carrier rules, i.e. the Most Significant Carrier for the first checked
baggage journey, whose rules will be applied for future journeys within the booking.
For further examples refer to section v on “Communication of baggage allowances to customer”. You can get
help on these rules through the online iFlyBags calculator: http://www.iflybags.com/passengercharges.aspx.
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