欢迎! “You’ve likely heard similar testimonials in the RTW e-Learning module. We know that many of our travel agents recognise that the Star Alliance RTW.

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欢迎! “You’ve likely heard similar testimonials in the RTW e-Learning module. We know that many of our travel agents recognise that the Star Alliance RTW product is the best of its kind in the industry, but we also know there is some anxiety around booking the product. Our goal today is to ease that anxiety and calm any fears about getting ADMs when selling Star Alliance RTW to your clients, by walking you through booking the RTW product.” Provide your personal welcome message: Your name Briefly describe your background with Star Alliance

培训日程 星空联盟简介 星空联盟环球套票 星空联盟欧洲通票 星空联盟常旅客权益

星空联盟简介 星空联盟/张静

…星空联盟-真正全球通达的航线网络

星空联盟简介 关于我们: 通过培训,您将可以: 星空联盟是26家航空公司组成的独特的合作伙伴关系。 服务于193个国家,每日航班量将近18000架次。 星空联盟成立于1997年,做为全球领先的航线网络提供行业最高标准的客户服务,安全和基础 技术设施。 星空联盟持续为所有客户开发和提供方案,以确保乘客得到一系列的权益,并与旅游业界合作 ,帮助为其客户提供最好的产品。 通过培训,您将可以: 了解星空联盟的票价产品和服务。 了解您的客户乘坐我们的成员航空公司的权益。 了解星空联盟航线网络如何满足您的客户的需求。 *currently RTW is autopricable in Amadeus, and partly (not including surcharges) in Galileo.

品牌历史 一个航空联盟的由来 1997年5月,由加拿大航空公司、德国汉莎航空公司、北欧航空公司、泰国国际航空公司和 美国联合航空公司共同创立。 第一个由独立航空公司组成的全球性航空联盟 现在由26家成员公司组成 有将近1269个航班目的地可供选择

品牌承诺和荣誉 作为世界上第一家和世界领先的航空公司联盟,我们在幕后工作,不断提高国际乘客的旅行体验,使他 们的旅途更顺畅,更放松。这包括: 扩大我们在全球将近1,270个目的地的航线网络,抵达更多客户新增业务目的地 使客户可以在星空联盟航线网络范围内累积和兑换里程。 确保乘客无论使用星空联盟航线网络去哪里旅行,他们的级别都能被识别,并可以全联盟内享受银 卡或金卡权益, 以及更多 对客户的品牌承诺为星空联盟赢得了一系列奖项,表彰其在许多领域取得的成就,其中包括: 被Skytrax评选为世界最佳航空公司联盟(2007,2009,2011,2012) 被Business Traveller评选为最佳航空联盟(2011,2012) 被英国 Business Traveller评选为最佳联盟(2008,2010) 被Air Transport World评选为市场领导奖(ATW 2008)

星空联盟票价产品 环球套票 环太平洋套票 5种航空通票

星空联盟票价产品确认工具和网上速订 票价产品确认工具(Fare Product Validator) 网上速订工具(Book & Fly) 这个工具可以帮您更自信地预订环球套票产品。在将信息输入到您的GDS中之前,您可登陆 fare-validator.staralliance.com去验证。 可以确认航程,并提供可分解成票价和税费的具体价格。 可提供3个数据:票价、税费、票价和税费的合计 网上速订工具(Book & Fly) 可以评估不同的航班选择 显示所有现有的航班路线 为星空联盟所独有 专为客户设计

通过星空联盟航线网络累积里程的重要提示 预订任何符合条件的航班和订座舱位时,请输入乘客的常旅客会员编号; 并提醒您的客户: 搭乘任意航班在办理登机手续时,出示他们的常旅客会员卡以确保里程计入账户 保存机票收据和登机牌,以防里程或积分未计入账户时,他们需要将机票和登机牌寄往航空 公司常旅客计划服务中心。 一般从申请之日起 6 到 8 周内,积分或者里程可以被补登。

资源 为了帮助您预订我们的任何产品或任何成员公司,星空联盟可提供的资源有: 星空联盟官方网站 http://www.staralliance.com/en/ 环球套票信息: http://www.staralliance.com/en/fares/round-the-world-fare/round-the-world- fare-tc/ 乘客“网上速订” http://www.staralliance.com/en/booking/book-and-fly/ 环太平洋套票信息: http://www.staralliance.com/en/fares/circle-fares/ 区域航空通票信息: http://www.staralliance.com/en/fares/airpasses/ 下载星空联盟iPhone手机应用程序: http://www.staralliance.com/en/services/apps/iphone 下载星空联盟iPad应用程序: http://www.staralliance.com/en/services/mobile_services/ipad/ 下载星空联盟安卓应用程序: http://www.staralliance.com/en/services/mobile_services/android/ 或使用 Google Play Store 可关注我们的 : Twitter:@ staralliance(http://www.twitter.com/staralliance) Face book:http://www.facebook.com/staralliance

OTT – 代理人在线培训计划 目前6个国家推出了线上课程 登陆页面: 澳大利亚 巴西 中国 香港 英国 法国 登陆页面: https://www.onlinetraveltraining.com/free-courses/providers/star-landing-home

OTT – 代理人在线培训计划 比赛 注册指南

感谢关注! 姓名: 张静 邮箱 coordinator.cn@staralliance.com 电话: 0086-010-61463456

星空联盟环球套票 星空联盟/张静

星空联盟环球套票 产品介绍: 环球套票是星空联盟最成功的 产品之一 适用于所有26家星空联盟成员 航空公司承运航班 操作简便,可使用任意成员航 空公司票证开票 无论您梦想要去往何处,星 空联盟 (Star Alliance™) 环球 套票将带您去往世界的任何一 个角落,帮助您实现自己的愿 望。 AC/A3/AV/BR/CA/CM/JP/ LH/LO/LX/MS/NH/NZ/OS/ OU/OZ/SA/SK/SN/SQ/TA(LR)/ TG/TK/TP/UA/ZH NOTE: Global changes Remove Regional Carrier Reference on slides, we no longer have Regional members Booking Classes are harmonised across the member carriers, yet fare rules need to be checked and applied based on carriers. This is not clear on many of your slides. Please change. Beginning on slide 5 NOTE: is the specific change that needs to be made to the slide. I have bolded it in the notes and is usually at the bottom. I added copies of the slides from overview changes to come, can you please verify that these are the same as you have on each of the products. I am not sure of the changes, but ask that you verify you have the correct information as we have received signoff from the product owner.

星空联盟环球套票 中国大陆出发运价表 最大 允许 里程 经济舱 票价类别 价格 Min /Max 商务舱 头等舱 26000 YRWSPCL 22990 Min 3 Max 5 CRWSPCL (NEW) 60410 Max 15 29000 YRWSPCL1 25350 Max 7 34000 YRWSPCL2 29460 Max 10 39000 YRWSPCL3 33880 Max 12 YRWSTAR1 27540 CRWSTAR1 67530 FRWSTAR1 109250 YRWSTAR2 32030 CRWSTAR2 77020 FRWSTAR2 122870 Min 3 Max 15 YRWSTAR3 37170 CRWSTAR3 85230 FRWSTAR3 138940 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 按照里程及订座舱位确定价格 儿童/婴儿折扣: 头等舱/商务舱票价:儿童没有折扣。首位不占座的 (2 岁以下)婴儿支付适用成人票价的 10%,另加费用、税费和附加费。 如果在环球旅行期间婴儿年满 2 岁,则需补齐环球套票 的成人票价;儿童及婴儿在整个行程中必须与支付星空联盟环球套票成人票价的旅客在同一 客舱内。 经济舱:儿童(2 至 11 岁)的票价为适用成人票价的 75%,购票时需提供年龄证明。 首 位不占用座位的 (2 岁以下)婴儿支付适用成人票价的 10%,另加相应的税费和附加费。 通过星空联盟“网上速订”工具无法购买婴儿票。 请联系星空联盟成员航空公司或任意代 理旅行社。

星空联盟环球套票 使用条件: 起始点须为同一国家,但可以不在同一城市 依照IATA行业标准,环球票将全球分成3个区域 (Traffic conferences,IATA 会议区域): TC1:北美、中美洲、南美洲、格陵兰、加勒比、夏威夷群岛 TC2:欧洲(乌拉尔山以西)、亚述尔群岛、冰岛、中东、非洲、 塞舌尔群岛 TC3:亚洲(乌拉尔山以东)、大洋洲(澳大利亚、新西兰和南太平洋群岛) 星空联盟环球套票 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 使用条件: 按一个方向环球旅行,每个区域只能经过一次 一套环球票必须而且只能跨越一次太平洋和一次大西洋。只允许横跨欧洲、非洲/ 中东和亚洲一次 本票不允许首次跨洲航段为地面运输航段。 在上述各区域内,旅行方向可以变更。 星空联盟环球套票 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 使用条件 – 中途停留: 中途停留定义为超过24小时的停留;全程至少3次停留,最多15次停留 对于特别经济舱环球特惠套票,必须包含 3 到 5/7/10 /12 次中途停留,具体取决于 行程的总里程数 (见下页表格) 任一国家不得超过3次停留(美国为5次) 对于从美国/加拿大开始的旅行: 经停美国本土/加拿大的次数不得超过 4 次(每个 国家不超过 3 次) 对于从欧洲境内始发的旅行: 在欧洲经停的次数不得超过 5 次(每个国家不超过 3 次) 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 使用条件 - 中转: 中转是指停留少于 24 小时,在任意城市均可转机,但在同一座城市不超过 3 次。 舱级 最大里程 最少中途停留 最多中途停留 头等舱 正常3 39000 3 15 正常2 34000 正常1 29000 商务舱 特别 26000 经济舱 特别3 12 特别2 10 特别1 7 5 使用条件 - 中转: 中转是指停留少于 24 小时,在任意城市均可转机,但在同一座城市不超过 3 次。 在始发国家/地区允许不超过 2 次国内转机和不超过 2 次国际转机,在其他国家的国际转机次数限制为 4 次。 例外:当从美国/加拿大/泰国/挪威开始旅行时,在始发国家/地区允许不超过 4 次国内转机和不超过 4 次国际转机 。 允许缺口旅程,地面运输段须计入总里程,缺口旅程不超过5个。(如果地面运输段的时间超过24小时,则计算为一次中途停留) 全程最多允许16张乘机联(地面段,多机场城市包含在内。)

星空联盟环球套票 最短停留时间和最长停留时间 最短停留时间: 最后的国际航段旅行(洲际航段,如果从欧洲开始旅行)必须在首次开始 的国际航段(洲际航段,如果从欧洲开始旅行)飞行的10 天后开始。 对于澳大利亚和新西兰始发的旅程,头等舱和商务舱旅客不受最短停留时间限制。 经济舱 旅客行程中最后一个国际航班与首个国际航班必须至少间隔7 天。 最长停留时间: 所有旅行必须在自起始地出发后一年内完成。

星空联盟环球套票 使用条件–出票时限:不接受出发当天的预定出票 经济舱 起飞前30天(含)之前的订座至少需要在起飞前21天出票 起飞前29天至8天之前的订座至少需要在起飞前7天出票 起飞前7天(含)之内的订座至少需要在起飞前24小时出票 头等舱/商务舱 在起飞前24小时内完成出票 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 使用条件 – 机票变更: 起飞前变更:日期/承运人/航班变更免费,如需换票产生USD125换 票费;路线变更收取USD125更改费(婴幼儿等额)。 起飞后变更:日期/承运人/航班变更免费,如需换票产生USD125换 票费;路线变更收取USD125更改费(婴幼儿等额) 路线变更后新票价的计算方法: 从新航程始发地开始重新计算全航程里程总数 如新行程须升高票价等级,须补差价;如票价等级降低,差额不退 注意:票价、税费和费用仅在购票当天起有效,如在旅程开始前自 愿更改路线的,应重新予以计算。 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 使用条件 – 退票: 起飞前 在出发之前取消行程将收取 150 美元取消费。 例外情况: 如果旅客、其家人或同行旅客死亡,则不收取费用。此时需 要提供相关证明。 起飞后 行程将不再是环球旅行,故退款额为已支付的环球套票票价与完成旅行 部分的适用费用之间的差额,并收取 150 美元的取消费。 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 免费托运行李规定:全程适用计件行李制。 对于环球套票,整个行程都应用行李件数限制规则。 整个行程中: 经济舱乘客为每人1件且不超过 20kg 商务舱乘客为每人2件且总重不超过 30 kg 头等舱乘客为每人2件且总重不超过 40 kg 某些情况下,各个航空公司可能实施更高的免费行李额。 若您需要更高行李 限额,请咨询各个航空公司。 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 其他注意事项: 不适用航班(非星联成员承运航班) 各承运人订座舱位和替换舱位 特殊预定舱位 北欧航空公司环球套票 超级经济舱全价舱(S)时,需要支付附加费 500 美元。持环球通票头等舱或商务舱机票的乘客无需支付此附加费。 新西兰航空公司的太平洋豪华经济舱可以由环球经济舱机票的乘客预订, 预订0等舱各航段附加费为 400 美元,但奥克兰 - 洛杉矶、洛杉矶 - 伦 敦每航段附加费为 500 美元,奥克兰 - 伦敦航段附加费为1000 美元。 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 商务舱/超级经济舱附加费 (以Q值形式标注在横式中,儿童及婴儿折扣适用) AC: 对于预定以下航程间波音 B772LR 或 B773ER 的 Z 舱机票旅客,需要支付 加拿大航空公司商务舱附加费(Q 附加费)每航段 300 美元: 蒙特利尔与法兰克福/巴黎/伦敦 多伦多与香港/慕尼黑/巴黎/法兰克福/上海/东京/北京/伦敦/悉尼 温哥华与悉尼/香港/伦敦/北京/上海/东京 OZ:   对于预定以下航程韩亚航空公司波音 B772LR 或 B773ER 的 D 舱机票的旅 客,需要支付商务舱附加费(Q 附加费)每航段 620 美元: 首尔与伦敦/洛 杉矶/旧金山/纽约之间

星空联盟环球套票 SQ: 搭乘新加坡航空公司空客 A380 的头等舱环球套票的旅客,如果预 定了空客 A380 降级头等舱(A 级 ),需要支付新加坡航空公司头等 舱附加费。

星空联盟环球套票 SQ: 搭乘新加坡航空公司波音 B773ER 、空客 A380 或 A345 的环球套票 商务舱旅客,如果预定了商务舱( D 舱)折扣票,需要支付新加坡航 空公司商务舱附加费。

星空联盟环球套票 举例说明1: PEK–LON-FRA//CDG–MUC–MIL–X/FRA–JFK–SEA–SFO–HNL–BKK-NRT–PEK CA LH LH LH LH UA UA UA UA TG TG NH 全程公务舱,总里程26,851英里,停留点10个 适用票价类别:CRWSTAR1,CNY67,530 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 中国大陆出发环球套票Special特价: 停留点: 经济舱SPCL =全程最少有3次停留,最多5次停留 其他规定同正常环球票价规定及使用条件 最大允许 里程 (英里) 经济舱 票价类别 价格 公务舱 头等舱 26000 29000(new) 34000(new) 39000(new) YRWSPCL YRWSPCL1 YRWSPCL2 YRWSPCL3 22990 25350 29460 33800 CRWSPCL(new) - 60410 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 举例说明2: PEK – HKG – SIN – LHR – YVR – LAX –X/SFO – PVG CA SQ SQ AC AC UA UA 全程经济舱,总里程21,860英里,停留点5个 适用票价类别:YRWSPCL,CNY22,990 如果X/SFO → -SFO 停留点6个 适用票价类别: YRWSPCL1,CNY25,350 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 举例说明3: CAN – NRT- IAD – ORD – YVR – X/LAX –FRA – PEK NH NH UA UA AC LH CA 全程公务舱,总里程22,659英里,停留点5个 适用票价类别:CRWSPCL,CNY60,140

星空联盟环球套票 Q& A 问题1: 每套环球票最多允许多少张航班票联?地面运输段和多机场城市如何考虑? 答案: 最多允许 16 张航班票联(乘机联)。 地面运输段和多机场城市计入航班票联。 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 Q& A 问题2:儿童的年龄如何定义?环球票是否提供儿童折扣? 答案: 头等舱/商务舱票价:不提供儿童折扣 , 首位不占座婴儿为成人 票价的10%。 经济舱票价提供儿童折扣: 按现行成人票价的 75% 收取,另加 适用的费用、税金和附加费,需要提供年龄证明。 首位 2 岁以下不占座婴儿支付适用成人票价的 10%,另加相应 的费用、税金和附加费。 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 Q& A 问题3: 如何定义中途停留,通常环球票允许多少次中途停留? 答案: 中途停留为超过 24 小时的停留。 环球票一般至少需要 3 次中途停留,并允许最多15 次中途停留。 (经济舱SPCL =全程最少有3次停留,最多5次停留。经济舱SPCL1= 全程最少有3次停留,最多7次停留。经济舱SPCL2=全程最少有3次 停留,最多10次停留。经济舱SPCL3=全程最少有3次停留,最多12 次停留。商务舱SPCL =全程最少有3次停留,最多15次停留。) 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

星空联盟环球套票 Q& A 问题4: 环球套票只能按一个方向环球旅行,每个TC区域只能经过一次,区域内旅 行方向也不允许变更。 对吗? 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

感谢关注! 姓名: 张静 邮箱 coordinator.cn@staralliance.com 电话: 0086-010-61463456

TEA BREAK (15 min)

星空联盟欧洲通票 德国汉莎航空/季萍

This rule applies to an air pass within EU. 星空联盟欧洲通票 Rule Application: This rule applies to an air pass within EU. WITHIN EUROPE AND CIS COUNTRIES DEFINED AS: ALBANIA/ARMENIA/AUSTRIA/AZERBAIJAN/BELARUS/BELGIUM/BOSNIA HERCEGOVINA/BULGARIA/CROATIA/CYPRUS/CZECH REPUBLIC/DENMARK/ESTONIA/FINLAND/FRANCE/GEORGIA/GERMANY/GREECE/HUNGARY/IRELAND/ITALY/LATVIA/LITHUANIA/LUXEMBURG/MACEDONIA/MALTA/MOLDOVA/NETHERLANDS/NORWAY/POLAND/PORTUGAL/ROMANIA/RUSSIA/SERBIA&MONTENEGRO/SLOVAKIA/SLOVENIA/SPAIN/SWEDEN/SWITZERLAND/TURKEY/UKRAINE/UNITEDKINGDOM 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed. NOTE: we do not have Regional Members, please remove from the slide

Participating carriers: 星空联盟欧洲通票 Participating carriers: A3/JP/LH/LO/LX/OS/OU/SK/SN/TK/TP Note: must NOT be on one or more of the following flts Flt number with Operated by A3 EY/OA//S7/US JP JU/YM LH AI/B6/4U/JJ/JU/QR/2A LO B2/LG/SU/VV LX AF/EN/F7/JJ/KM/LY/OL/PS/WK/4U/LX7400-7465(火车)/LX7490-7499(汽车) OS AF/A9/BT/KM/LG/PS/RO/UN/YM/4U SK BT/FI/FV/OL/OV/SU/2N SN AT/BT/EY/HU/KM/OV/PS/QK/RO/TF/ZW/9B/9W TK AI/AT/EY/IG/KM/LG/MH/PK/US/XQ/ZY/9W/TK7000-7399 TP AY/AZ/EK/EY/PS/S4/S7/US/VR/TP9650-9699 1. Talk about the characteristics in details. 2. Illustrate on the map the different areas (a map of the world showing IATA areas will be available on the screen ) 3.Give example of backtracking LAX FRA NYC LHR refused because the itinerary includes two crossings to the atlantic. 4.Trainer must clarify that all domestic sectors before the first international/intercontinental sector must be confirmed. Also the first international/intercontinental sector must be confirmed. Example: SSH/HRG/CAI/BKK/TYO/…………. The ticket must be issued with ssh/hrg/cai/bkk sectors confirmed.

星空联盟欧洲通票 Class of Service: Q class (Economy) MIN coupon: 3 Max coupon: 10 Fare Basis : EUSTAR? ?—Coupon number EUSTARCH7 --Child total 7coupons EUSTARIN7 --INF total 7 coupons OSI: OSI YY PSS FARE PER COUPON FLOWN ON DIRECT FLIGHTS IN USD:

星空联盟欧洲通票 MIN. Minimum Stay : NO MAX. Maximum Stay: Same as for the intercontinental ticket. But no more than 3 MONTHS Stopovers: MIN 2 Stopover required. Stopover limited to one in each city. 1. State the two types 2. Begin to talk about the first type 3. Explain what does levels mean and how they are calculated FQMCAIBKKTYOLAXNYCFRACAI 4.Entery for mileage calculation and in case of surface FQMCAIBKK—TYOLAXNYCFRACAI 5. Use the flip chart to show the fare basis codes and let the audience share you in guessing the fare basis. FRWSTAR1 FRWSTAR2 FRWSTAR3 CRWSTAR1 CRWSTAR2 CRWSTAR3 YRWSTAR1 YRWSTAR2 YRWSTAR3 6. Remind the audience about the piece concept for the different classes Ref guide p66-68 . Link here the importance of harmonised baggage is clear 7. Remind them to read the rules of each fare as there are exceptions

星空联盟欧洲通票 TF.TRANSFERS Changing FLTS at a Transfer/Connecting point requires an additional coupon. Individual sectors may not be travelled more than ONCE in each direction. The cities on IATA list with multiple A/P shall be considered one city. EL.ELIGIBILITY AVLB for residents of a country outside EU in connection with travel to/via EU(DEFINITION OF EUROPE SEE CAT.RU) EU Pass should be sold outside of EU. 1. State that we are talking about the second type and show the very first difference between the two types (economy class only) 2. Explain there is only one level 3. Draw their attention that the RBD is different also (mainly M/CL in premium economy, H/CL in special) 4. Remind them to read the rules of each fare as there are exceptions 5. Always link between both types with the comparison and let the audience share you in linking 6- highlight that there are exceptions and surcharges to be applied according to different cases such as exceptions in RBDS, stopovers, transfers, aircraft types, penalties, .....rules must be read carefully

星空联盟欧洲通票 Sales Restrictions: 1.A Separate TIX shall be issued. 2.Only 1 Star EU-Pass ticket in connection with any Star carrier intercontinental ticket issued outside of EU for travel to/via EU. 3.Cross Reference: Endorsement Box (see next page) 4.Note: sold in combination with Redemption/Bonus program YES ID/AD/IP NO

星空联盟欧洲通票 policy applies. TE.TICKET ENDORSEMENTS: EU Pass ticket Endorsement box: VLD STAR ALLIANCE ONLY / REFUND RESTRICTED/ INTL TKT 220XXXXXXXX Long haul ticket Endorsement box: STAR ALLIANCE EU AIRPASS ISSUED CD. Child discounts: CHD 2-11YRs 75% INF <2YRs 10% (if INF turns 2YR during the journey, CHD fare must be applied for the whole journey) UMNR not permitted! Baggage Allowance: Same as long haul ticket in case of combining two or more carriers, the most restrictive baggage policy applies.

星空联盟欧洲通票 PE.PENALTIES (No CHD/INF discount) CANCELLATIONS: BEF DEP: USD75 AFT DEP: The difference BTW Paid fare and Flown normal fare. CHANGES: RBKG: no penalty RRTG: USD50 (plus fare/tax difference if any)

FRA-(LH) BRU-(SN) PAR-(LH) MAD-(OS) VIE : 星空联盟欧洲通票 Sample: LH intercontinental ticket already issued, now need FRA-(LH) BRU-(SN) PAR-(LH) MAD-(OS) VIE : Each segment TPM :190miles、155miles、652miles、1122miles Fare: USD106 + 106 + 133 + 162 + TAX Fare Basis: EUSTAR4 Face Value: USD507 Equal to: CNY3560 ( BSR 7.01030) F/C:FRA LH BRU 106 SN PAR 106 LH MAD 133 OS VIE 162 USD507 END 可以借助星空联盟网站的AIRPASS计算器查询适用航班和票价。 HTTP://WWW.STARALLIANCE.COM/EN/FARES/REGIONAL-FARES/EUROPE-AIRPASS/ 1. Begin with the PNR, fe (entry for endorsement restrictions), os (time limit purposes) 2. Calculate the mileage with the entry 3. Get the fare through the suitable entry (FQD) 4. Show them how to calculate the taxes (FQP) 5. Start putting the fare manually on the flip chart in front of the audience 6. Let the audience share in this example .

星空联盟欧洲通票 How to copy the applicable tax? FRA MUC LH L L 01MAY LNN26OW 01MAY01MAY 1P EUR 32.00 01MAY11FRA LH MUC32.00EUR32.00END CNY 280 XT CNY 259RD CNY 67DE CNY 161YQ CNY 76OY CNY 326XT CNY 843 MUC LH Q Q 01MAY QNC42OW 1P EUR 146.00 01MAY11FRA LH MUC146.00EUR146.00END CNY 1240 XT CNY 259RD CNY 67DE CNY 364YQ CNY 2006

星空联盟欧洲通票 问题: 1.代理人来电询问他们的客人已到达欧洲境内,临时增加行程路线,问他们现在能 否代开段票,客人能在境外直接使用. 答:不可以。 必须出发前开票,同时两张票互相关联。

星空联盟欧洲通票 2.这样的行程可以使用AIRPASS吗? FRA LH VIE LH FRA LH VIE OS CPH 答:不可以。 FRA-VIE 同一方向重复飞行 VIE 同一城市停留2次

星空联盟欧洲通票 3.代理人出的国际票CA,出在 999-XXX票本上, 3 段PASS 票为LH 航段,可以出 在220-XXX吗? 答:不可以。 请开在999票本上。

星空联盟欧洲通票 4. 请看以下例子: 例: SK 849 Q 07NOV ARNOSL 0945 1045 SK 455 Q 08NOV OSLCPH 0915 1025 SK1673 Q 09NOV CPHTXL 0815 0915 问: 以上三段可以开 EU STAR PASS吗? 答: 不可以!不满足2个Stopover. 如果以上航段误用STAR PASS 来开, ADM罚到IATA正价,损失巨大!

星空联盟欧洲通票 5. 请看以下例子: SK 849 Q 07NOV ARNOSL 0945 1045 SK1467 Q 08NOV OSLCPH 1220 1330 SK 679 Q 09NOV CPHTXL 1220 1320 LH 191 Y 11NOV TXLFRA 1445 1600 -----长航段机票 LH 728 Y 11NOV FRAPVG 1735 1115+1 问:如果行程改按以上的安排,SK部分可以用STAR PASS吗? 答: 不可以,SO只有OSL一点,TXL不算停留点!

Q&A Q&A Q&A Q&A Q&A Q&A Q&A Q&A Q&A Q&A Q&A Q&A Q&A Q&A Q&A Q&A Q&A 1. Count the new products 2. Name them. 3. Show them one by one by types: RTW, Circle Fares, Airpasses NOTE: Remove Regional Carrier line on screen

感谢关注! Name: Connie Ji Tel: +86 (0) 21-53524999 Email:connie.ji@dlh.de 1. Count the new products 2. Name them. 3. Show them one by one by types: RTW, Circle Fares, Airpasses NOTE: Remove Regional Carrier line on screen

星空联盟常旅客权益 国航/连娜

星空联盟成员航空公司

高端旅客对星盟的需求与期望 提供一致的高质量高标准服务 令人信任的飞行表现,注重安全和保安措施 轻松愉悦的旅行体验 常旅客的各种优惠待遇和身份识别 方便快捷的全球网络连接 Star Alliance Fare & Discount Products, NOV2011

Tier members Base members 星空联盟成员航常旅客计划基本情况 目前,星空联盟有26家成员公司,18家成员航设立了FFP, 共拥有会员2.09亿人(截至2013年12月)。 Tier members 2,167,868 3,406,435 WORLDWIDE Base members ACTIVE 32,435,908 INACTIVE 171,615,487 MEMBERSHIP TOTAL 209,625,698

星盟成员航常旅客计划名称和贵宾会员分类

星盟成员航常旅客会员基本权益 乘坐所有星盟成员航航班可以累积里程/积分,累积的里程/积分属定级里程 ,可以用于所属常旅客计划贵宾会员升级 使用里程/积分兑换星盟成员航奖励机票和奖励升舱 星盟金卡/银卡会员享乘坐星盟成员航航班按星盟标准享受相应的贵宾服 务与优惠

小测试 Quiz 1 :星空联盟共有18个常旅客计划这个说法对吗?为什么? 星盟负责制定标准和规则,没有自己的常旅客计划,只有成员公司才建有自己的常 旅客计划。 Quiz 2:承运航空公司负责补录里程吗? 关于会员里程账户的所有需求由会员所属航空公司负责,只有会员所属公司才掌握 会员的账户信息,因此,当会员乘坐伙伴航班遗漏里程时,需要向所属公司提出 补录需求,并提供登机牌原件+电子客票行程单,以便客服人员准确获取乘机信息 。星盟有一整套的数据交换和处理流程(系统+手工),以保障相应里程最迟在 21天内进入会员账户。(注意:会员需提供正确的航班信息,且航班和舱位是允 许累积里程的)

星空联盟贵宾会员服务 星盟金卡 *G 优先订座候补 优先机场候补 优先办理值机手续 优先行李托运 在条件许可的情况下优先登机 额外的免费行李额—可获得额外托运行李额为1件或20公斤 免费进入全球机场的星盟金卡(Star Gold)休息室候机,同时还可携一名乘坐当日星空联盟实际承运航班的旅客进入休息室候机 星盟银卡 *S

星盟金卡/银卡标识

星空联盟贵宾会员在系统中的身份识别 订座系统 全日空ANA Mileage Club金卡会员 SSR FQTV CA HK1 PEKSHA 1501 Y19OCT NH4131254633*G/P1 离港系统 汉莎Miles & More银卡会员 FF/LH992002249647344/*S

Davies与Fiona都能免费享受休息室服务吗? Davies与Fiona可以享受的免费行李额各是多少呢? Quiz 3 加航的SUPER ELITE会员(STAR GOLD)Davies 乘坐4月2日的SQ807航班从北京前往新加坡,碰巧 在机场遇见了乘坐CA991前往温哥华的同事Fiona, 她只是美联航普通级别会员。他们两人购买的都是 经济舱的机票,请问: Davies与Fiona都能免费享受休息室服务吗? Davies与Fiona可以享受的免费行李额各是多少呢?

星盟奖励升舱——Star Alliance Upgrade Awards 联盟间升舱产品 英文全称Star Alliance Upgrade Awards,简称(SAUA) 是指星盟成员航空公司会员乘坐另一成员航空公司航班,可以使用里程将 原付费舱位升至高一等级,享受高一等级舱位的服务 星盟是目前唯一一家提供SAUA产品的航空联盟

星盟奖励升舱——Star Alliance Upgrade Awards 规则: 适用于星盟成员实际承运且挂同一家星盟成员代号的定期航班; 最迟于航班起飞前24小时提出申请(Booking Window); 某些特殊服务,如:UM STCR WCHC EXST等属于受限申请,依据承运人的 规定。 购买指定舱位的付费机票,才可以申请SAUA,允许升舱的舱位依据承运人 由承运人规定,通常为Y B C D,系统会进行校验,不适用的舱位将会被 拒绝; 只能升至相邻舱位,不能跨舱位升舱。不设置公务舱的机型,允许会员升 至头等舱,且只扣减经济舱升至公务舱的里程。 由会员通过网站自助办理

订座系统SAUA旅客信息显示 **ELECTRONIC TICKET PNR**                                                      1.BURNS/STEPHANIE MARIE MRS MLYW5C                                              2.  CA1703 O   SA19MAR11HGHPEK HK1   0900 1055      E --T3                      3.  UA888  M   SA19MAR11PEKSFO HK1   1340 1007      E                           4.  UA820  A   SA19MAR11SFOSEA HK1   1327 1539      E                           5.P U /17 17-WILSON                                                             6.P U /18 18-STEVEM//AMAZON.CO                                                  7.P U /48 48-LAPORTE//AMAZON.COM                                                8.SSR SEAT CA HK1 PEKHGH 1706 O17MAR 02AN/P1/RS                                 9.SSR TKNE CA HK1 PEKHGH 1706 O17MAR 9997981537172/1/P1                        10.SSR TKNE CA HK1 HGHPEK 1703 O19MAR 9997981537172/2/P1                        11.SSR OTHS 1V CA1701/19MAR UPGRADE BOOKED BY PAX                               12.SSR OTHS 1V CA1706/17MAR UPGRADE BOOKED BY PAX                               13.SSR DOCS CA HK1 PEKHGH 1706 O17MAR ////17JUN69/F//BURNS/STEPHANIE/MARIE          /P1                                                                         14.SSR DOCS CA UN1 HGHPEK 1701 O19MAR ////17JUN69/F//BURNS/STEPHANIE/MARIE          /P1                                                                         15.SSR DOCS CA NN1HGHPEK 1703 O19MAR ////17JUN69/F//BURNS/STEPHANIE/MARIE         /P1                                                                         16.SSR STAR CA HK1 HGHPEK 1703 O19MAR UA00120104578/0162807635268/Y/P1         - 17.OSI YY CTCP U17 17-WILSON                                                    18.OSI YY CTCP U18 18-STEVEM//AMAZON.CO                                         19.OSI YY CTCP U48 48-LAPORTE//AMAZON.COM                                       20h.QTS1V/NH4FZV/0TB5/50650202/DTW/1V/T/US     

离港系统SAUA旅客信息显示 PR指令提取旅客的各种详细信息时,在旅客的详细信息显示界面,对于SAUA旅客, 新增加了SAUA信息显示行,其中包括了旅客的Sponsor常旅客航空公司、卡号、 认证编号和原始付费舱位等信息。 输入: >PR: CA1221/16DEC08YPEK,BN001 输出: >PR: CA1221/16DEC08YPEK,1 PNR RL ABCDE 1. AAA/A BN001 13C O LHW SAUA-CERT NO 1234567890123/LH 12345678901234567890/B /CA1221 16DEC O PEKLHW

Quiz 4 韩亚的Diamond会员(STAR GOLD)Yenna被临时安排参加在美国总部召开的 紧急会议,行政秘书刚刚在晚上6点为她定妥了第二天上午10:40起飞的 UA898航班,飞往芝加哥。由于临近起飞时间且航班比较满,已经没有折 扣票价,只好购买了Y舱。开始Yenna还暗自欣喜,可以多累积些里程,但 一想到13个小时的长途飞行,就开始犯愁了。Yenna突然想到卡里还有不 少的里程,于是赶快上网想申请升舱,但是试了几次,总是不成功,你知 道是为什么吗?

星盟奖励机票的最低出票时限——TTL 订座时间 出票时限 2010年1月1日起开始实施 在距离起飞96小时之前订座 订座后72小时 在距离起飞96小时之内订座 订座后24小时 注:不分舱位,不分航线。

星盟奖励机票和奖励升舱的订座舱位 奖励机票 奖励升舱 经济舱 X 经济舱→公务舱 I 公务舱 公务舱→头等舱 O 头等舱 注:如无公务舱布局,系统会自动升至头等舱。

TG & NH: SSR FQTR TG(或NH) HK/CA123456789/Pn/Sn 奖励票座位查询与订座 AV: F TG & NH: SSR FQTR TG(或NH) HK/CA123456789/Pn/Sn

在系统中输入会员卡号 订座系统 >SSR: FQTV YY(订座系统显示航空公司代号)HK/XX123456789(卡号)/Pn/Sn< 离港系统 PA1, FFXX/123456789(卡号)

Breakdown Retro Mileage Credit Report – Q1/2014

Any questions?

感谢关注! 姓名:连娜 电话:86-021-22353735 邮箱:lianna@airchina.com