IMPORTANT REMARKS

  1. Change of date and/or flight and/or rerouting into A3/OA flights is permitted only when the schedule change is more than 31 minutes and/or, causes misconnection and/or there is only one flight per day.
  2. Endorsement Box: 
    a) Passengers affected by cancelled A3 flights: “INVOL REROUT DUE TO A3 CANCELLATION”
    b) Passengers affected by a strike: “INVOL REROUT DUE TO ATC OR H.C.A.A STRIKE”
    c) In any other scenario:  “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
  3. The passenger may be offered a full refund (using refund notice via CRSs) only when the time difference between the original flight and the new flight is of 31 minutes and above or when the passenger has a misconnection.
  4. Waiver code for refund 
    a) Passengers affected by cancelled A3 flights: “DUE TO A3 CANCELLATION”
    b) Passengers affected by a strike: “DUE TO ATC OR H.C.A.A STRIKE”
    c) In any other scenario:  “DUE TO A3 FLIGHT RE-SCHEDULE”

Important notes

Travel agencies in all markets can only proceed with involuntary reissue in the scenarios below:

Tickets 390/050

  • When the original and the new itinerary includes and will include only A3 prime/OA prime flights
  • When original and new itinerary includes and will include only A3 marketing/OA operating and/or OA marketing/A3 operating flights

In all other below scenarios, the involuntary reissue must and should be processed only by A3 offices:

  • OAL stocks
  • Itinerary includes and will include A3 marketing/OAL operating except OA,
  • Itinerary includes and will include OAL operating flights
  • Re-protection agreements
Important :

A3 policy is compliant with IATA, where there is involuntary reissue, only affected /impacted coupons must be involuntary reissued in a new ticket.

All coupons that are not affected /impacted must remain as open for use in the original ticket.

But as this procedure is not supported technically by other GDSs (only Travelport and Amadeus support this process), for all GDSs when travel agent proceeds with involuntary procedure, the entire ticket must be reissued and not only affected coupons.

This is an exceptional process only for GDSs (including Amadeus) and not for A3 offices.

A3 offices will continue to follow the IATA policy.

Example:

SKG-ATH-BRU-ATH-SKG
SKG-ATH flight is cancelled
New itinerary with flight from AXD-ATH
AXD-ATH-BRU-ATH-SKG
 
AXD-ATH-BRU-ATH-SKG The affected/impacted coupons are only coupon 1 for SKG-ATH to AXD-ATH
And coupon 2 ATH-BRU as is connecting flight with  AXD-ATH
Procedure for A3 offices:
Coupons 3 and 4 (BRU-ATH-SKG) are not impacted and should not be transferred to the new ticket 
 
Procedure for GDSs
All above coupons (including 3 and 4) should be reissued and transferred to the new ticket.

Attention:

Involuntary rerouting can and should only be processed by the carrier. Travel agencies are not permitted to proceed with involuntary rerouting for several reasons. Most important:

  • IATA resolution 735D
  • To avoid mistakes/errors should the passenger request another change to the ticket (the involuntary should change to voluntary)
  • When there is a change in carrier, this is also a rerouting. Need to avoid mishandling and errors with interline agreements and with rules/policy of other airlines.
  • To avoid issues with free baggage allowance updates.

Definition

A schedule change is any modification to the operation of a flight which may require passenger notification. This may be a change in arrival or departure times, flight number or Reservations Booking Designator (RBD), frequency of operation or airports served.

According to the Passenger Air Tariff, in case of involuntary rerouting and subsequent changes, reissuance of tickets and change of reservations data on the ticket are restricted to air carriers only.

Eligibility


Exceptionally Aegean will permit changes of reservations and involuntary reissues to be performed by travel agencies only for the below cases (1-5) and for certain applicable dates*, according to the following conditions:

Change of date and/or flight and/or rerouting into A3 flights is permitted only when the schedule change:

  • Is more than 31 minutes and/or,
  • Causes misconnection and/or,
  • There is only one flight per day.

*Applicable dates per each case (1-5) can be found in the following table

APPLICABLE DATES PER EACH CASE (1-5)  INVOLUNTARY REISSUE TICKET             

APPLICABLE DATES PER EACH CASE (1-5)

1. Passengers affected by cancelled A3 flights
Involuntary reissue for the summer timetable can be performed within 10 days from the date that you were notified through your GDS about the flight cancellation.             

INVOLUNTARY REISSUE TICKET

INVOLUNTARY REISSUE TICKET

The new ticket shall reflect that it was issued as the result of involuntary reroute.

For this reason you must follow the next steps for involuntary reissue:

a) The fare construction (FC) must begin with the involuntary indicator I- plus the exact FC of the original ticket (= carry forward to the new ticket the Original Fare Calculation, Fare, Tax, Equivalent Fare Paid and Fare Basis)

b) Enter into the Endorsement Box:

1. “INVOL REROUT DUE TO A3 CANCELLATION”
2. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
3. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
4. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
5. “INVOL REROUT DUE TO ATC OR H.C.A.A STRIKE”

INVOLUNTARY REISSUE TICKET 

The new ticket shall reflect that it was issued as the result of involuntary reroute.

For this reason you must follow the next steps for involuntary reissue:

a) The fare construction (FC) must begin with the involuntary indicator I- plus the exact FC of the original ticket (= carry forward to the new ticket the Original Fare Calculation, Fare, Tax, Equivalent Fare Paid and Fare Basis)

b) Enter into the Endorsement Box:

1. “INVOL REROUT DUE TO A3 CANCELLATION”
2. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
3. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
4. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
5. “INVOL REROUT DUE TO ATC OR H.C.A.A STRIKE”

APPLICABLE DATES PER EACH CASE (1-5)

2. Passengers affected by frequency reduction of A3 flights
Involuntary reissue for the summer timetable can be performed
within 10 days from the date that you were notified through your
GDS about the frequency reduction. 
                            

INVOLUNTARY REISSUE TICKET

INVOLUNTARY REISSUE TICKET

The new ticket shall reflect that it was issued as the result of involuntary reroute.

For this reason you must follow the next steps for involuntary reissue:

a) The fare construction (FC) must begin with the involuntary indicator I- plus the exact FC of the original ticket (= carry forward to the new ticket the Original Fare Calculation, Fare, Tax, Equivalent Fare Paid and Fare Basis)

b) Enter into the Endorsement Box:

1. “INVOL REROUT DUE TO A3 CANCELLATION”
2. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
3. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
4. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
5. “INVOL REROUT DUE TO ATC OR H.C.A.A STRIKE”

APPLICABLE DATES PER EACH CASE (1-5)

3. Passengers affected by discontinued routes of A3 flights
Involuntary reissue for the summer timetable can be performed
within 10 days from the date that you were notified through your
GDS about the discontinued route.             

INVOLUNTARY REISSUE TICKET

INVOLUNTARY REISSUE TICKET

The new ticket shall reflect that it was issued as the result of involuntary reroute.

For this reason you must follow the next steps for involuntary reissue:

a) The fare construction (FC) must begin with the involuntary indicator I- plus the exact FC of the original ticket (= carry forward to the new ticket the Original Fare Calculation, Fare, Tax, Equivalent Fare Paid and Fare Basis)

b) Enter into the Endorsement Box:

1. “INVOL REROUT DUE TO A3 CANCELLATION”
2. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
3. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
4. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
5. “INVOL REROUT DUE TO ATC OR H.C.A.A STRIKE”

APPLICABLE DATES PER EACH CASE (1-5)

4. Passengers affected by time changes of A3 flights
Involuntary reissue for the summer timetable can be performed
within 10 days from the date that you were notified through your
GDS about the time change.             

INVOLUNTARY REISSUE TICKET

INVOLUNTARY REISSUE TICKET

The new ticket shall reflect that it was issued as the result of involuntary reroute.

For this reason you must follow the next steps for involuntary reissue:

a) The fare construction (FC) must begin with the involuntary indicator I- plus the exact FC of the original ticket (= carry forward to the new ticket the Original Fare Calculation, Fare, Tax, Equivalent Fare Paid and Fare Basis)

b) Enter into the Endorsement Box:

1. “INVOL REROUT DUE TO A3 CANCELLATION”
2. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
3. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
4. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
5. “INVOL REROUT DUE TO ATC OR H.C.A.A STRIKE”

APPLICABLE DATES PER EACH CASE (1-5)

5. Passengers affected by re-scheduled or cancelled A3 flights
due to strike/work suspension of A.T.C or H.C.A.A

INVOLUNTARY REISSUE TICKET

INVOLUNTARY REISSUE TICKET

The new ticket shall reflect that it was issued as the result of involuntary reroute.

For this reason you must follow the next steps for involuntary reissue:

a) The fare construction (FC) must begin with the involuntary indicator I- plus the exact FC of the original ticket (= carry forward to the new ticket the Original Fare Calculation, Fare, Tax, Equivalent Fare Paid and Fare Basis)

b) Enter into the Endorsement Box:

1. “INVOL REROUT DUE TO A3 CANCELLATION”
2. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
3. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
4. “INVOL REROUT DUE TO A3 FLIGHT RE-SCHEDULE”
5. “INVOL REROUT DUE TO ATC OR H.C.A.A STRIKE”


1.Passengers affected by cancelled A3 flights


Flights cancelled more than 14 days in advance, no compensation will be paid to passengers, as per EU regulation 261/2004

At the time of flight cancellation, all passenger reservations will be cancelled and PNR status will become UN.

A passenger with a ticket that has already been issued will need to be contacted by the travel agency that created the reservation and shall be offered an alternative A3 flight (same routing) on the same day or one day before/after, at no additional cost in the same RBD (waitlist is not accepted) and the travel agency will proceed with involuntary reissue according to the procedure described in the table above.

2.Passengers affected by reduction in frequency of A3 flights

 

All reservations are automatically re-accommodated onto flights on the same day where possible.

A passenger with a ticket that has already been issued will need to be contacted by the travel agency that created the reservation. Re-accommodation will take place in the same RBD and a ticket that has already been issued will be automatically revalidated.

If the travel time of the flight onto which passengers are being re-accommodated is not convenient for them or if they will miss connections due to the timing of the newly booked flight, passengers may be re-accommodated to an alternative A3 flight (same routing) within the same day or one day before/after, at no additional cost in the same RBD (wait list is not accepted) and the travel agency will proceed with involuntary reissue according to the procedure described in the table above.

3.Passengers affected by discontinued routes of A3 flights


At the time of flight cancellation, all passenger reservations will be cancelled and the PNR status will become UN. A passenger with a ticket that has already been issued will need to be contacted by the travel agency that created the reservation and shall be offered an alternative A3 flight (same routing) on the same day or one day before/after, at no additional cost in the same RBD (wait list is not accepted) and the travel agency will proceed with involuntary reissue according to the procedure described in the table above.

4.Passengers affected by time changes of A3 flights


For the rescheduled flights, all PNRs will be updated with the new timings and PNR status will become TK.

Passengers will need to be contacted by the travel agency that has created the reservation to inform them of the change of time. Then the travel agency must change the PNR status to HK and tickets that have already been issued will be automatically revalidated.

When some or all tickets in a PNR have not been automatically revalidated by A3, you will need to proceed with involuntary reissue in accordance with the procedure described in the table above (‘involuntary reissue ticketing procedure’).

A passenger with a ticket that has already been issued and who faces a misconnection, or when the time difference between the original flight and the new flight is from 31 minutes or more, may be re-accommodated onto an alternative A3 flight (same routing) on the same day or one day before/after, at no additional cost in the same RBD (wait list is not accepted) and the travel agency will proceed with involuntary reissue according to the procedure described in the table above.

Attention!!!

For round trip tickets, where the schedule change takes place on the outbound flight, a change of the return flight is allowed, but rebooking must be made:

  1. Into the same booking class and same compartment as originally booked.
  2. At the same time the schedule change is performed.
Example:

ΑTHSKG M 10NOV 08:00am , schedule change into :ATHSKG M 10NOV 09:10am
SKGATH S 22NOV 16:00pm , may change to: SKGATH S 22NOV 17:00pm

For return or connection tickets issued on a different ticket from the flight modified, a change is allowed without any additional collection in fare and taxes and in rebooking fee if applicable

 

Example:

1st ticket: 390 3455555555 KLXSKG Y 1ONOV 11:00am, New time: 12:30.
2nd ticket: 390 3466666666 SKGFRA T 10NOV 13:00pm, Rebooked into SKG Q ATH K FRA.

((The passenger must not pay any fare/ taxes difference or rebooking fees if applicable).

Note: When the return/onward flight is on separate ticket with ANY other carrier the rules and conditions of the separate ticket apply.

5.Passengers affected by re-scheduled or cancelled A3 flights due to strike/work suspension of A.T.C or H.C.A.A

For rescheduled flights, all PNRs will be updated with the new timings and the PNR status will become TK.

For cancelled flights, all passenger reservations will be cancelled and PNR status will become UN.

In both cases passengers need to be contacted by the travel agency that has created the reservation. Only in the case of rescheduled flights should the travel agency change the PNR status to HK and tickets already issued will be automatically revalidated.

When some or all tickets in a PNR have not been automatically revalidated by A3, you will need to proceed with involuntary reissue in accordance with the procedure described in the table above (‘involuntary reissue ticketing procedure’).

A passenger with a ticket that has already been issued and who faces a misconnection, or when the time difference between the original flight and the new flight is of 31 minutes and above, may be re-accommodated onto an alternative A3 flight (same routing) on the same day or one day before/after, at no additional cost in the same RBD (wait list is not accepted) and the travel agency will proceed with involuntary reissue according to the procedure described in the table above.

6.Passengers with Ticketed Group bookings affected by any of the cases 1-5

For ticketed group bookings please contact your dedicated Aegean Group desk. (Τηλ. 210 3315503-504, 210 3315511-512)

7.Passengers affected due to delay in A3 flight departure

For the flights that a last-minute delay in flight departure is announced (passenger is in the airport), you can proceed to involuntary refund only if the delay is over 5 hours (as per European Regulation 261).

8.Rerouting

It is allowed when the original flight is no longer operated, or the frequency of the flight is decreased. In this scenario, you can check alternative Aegean operated flight in another city/airport of the same country or if not available an Aegean operated flight in the nearest country (same region).
Example: ATH- EIN to become ATH-AMS
*Involuntary rerouting is suggested, when there are no available flights with the original operating carrier or alternative flight is not convenient to customer. Involuntary reroute can only be for the same travel day as original canceled flight.

9.Alternative carrier selection

Alternative carrier selection, when there are no alternative Aegean flight(s) / misconnection is caused/ cancellation is within 24 hours prior to departure, is evaluated* by sending request to Aegean hub in category “Involuntary reissue due to schedule change or misconnection”.
*re-protection agreements are in place.

Attention!!

Points 1-9 above only concern flights that have been cancelled and/or rescheduled or trips that are impacted by such cancellations (e.g. connecting flights), but do not concern in any other flights that are operated normally according to schedule.

Involuntary Refund

  • Active Travel Agencies are permitted to refund travel documents originally issued by themselves (same IATA as original issuing agency).
  • Travel agents are not permitted to refund tickets issued by Aegean Airlines or Olympic Air.
  • Active Travel agencies are not permitted to refund a travel document that is not originally issued by their own IATA (OFFICE).

In casses 1,7,8 & 9 the passenger may always be offered a full refund of the ticket using refund notice via CRSs.

In cases 2, 3 & 4 the passenger may be offered a full refund (using refund notice via CRSs) only when the time difference between the original flight and the new flight is of 31 minutes and above or when the passenger has a misconnection.

In case 5 for cancelled flights the passenger may always be offered a full refund (using refund notice via CRSs ) and for re-scheduled flights may be offered a full refund only when the time difference between the original flight and the new flight is of 31 minutes and above or when the passenger has a misconnection.

In all these cases, if the change or cancellation causes a misconnection and the connecting flight exists in a different PNR and can be proved (OAL/boat/train etc. ticket must be show) full refund is allowed (via BSP link).

Important notice: In the schedule change scenarios when A3 proceeds to involuntary reissue of the original issued ticket (e.g new tkt starts from 390-24…), thus the original ticket issued by travel agent is status “EXCHANGE”, refund can only be processed with a Refund Application (R/A) via BSP link.