CUBA BOOKINGS. Effective 12:01AM on May 1, 2012:

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1 CUBA BOOKINGS Air Canada has aligned its commercial activities with Air Canada Vacations for travel to Cuba. As a result, effective May 1, 2012, all customers purchasing air-only travel from Canada to Cuba will be required to make their bookings with and purchase tickets from Air Canada Vacations. Effective 12:01AM on May 1, 2012: 1. All Canada - Cuba fares will be removed from GDSs, AC2U and Air Canada Rewards for Small Business; 2. As all fares will be removed, files that have not been ticketed can no longer be issued. Agencies will need to cancel the original booking and contact Air Canada Vacations to create a new file, subject to availability. Air Canada Vacation s terms and conditions will apply; 3. To action date changes on GDS tickets that include travel to Cuba, agencies will need to re-book and re-issue the ticket with the new dates indicating INVOL/RRTE in the OSI field. No additional collection or change fee will apply; 4. To action date changes on web-based tickets that include travel to Cuba, the agency will need to contact Air Canada Vacations to create a new file. (please refer to the grid on page 2) 5. New air-only reservations to Cuba must be made by Air Canada Vacations; 6. The Havana service flight number will change from: a. AC970 to AC1798 for Toronto to Havana b. AC971 to AC1799 for Havana to Toronto 7. A message will display on GDSs, AC2U and Air Canada Rewards for Small Business: a. when an eligible city pair is entered in the search field advising customers/agencies to contact Air Canada Vacations b. as a sidebar on the Manage My Bookings, Manage ac2u Bookings (accessible via page and the Rewards for Business modify web service advising customers/agencies to contact Air Canada Vacations c. on the ac2u modify web service advising customers/agencies to contact Air Canada Vacations Information correct at time of printing. 6/8/2012 1

2 CHANGES TO EXISTING GDS BOOKINGS CHANGES TO EXISTING WEB-BASED BOOKINGS UNTICKETED PNRs FLIGHT PASSES AEROPLAN BOOKINGS eupgrades ONLINE TRAVEL OPTIONS PURCHASE ADVANCE BOOKING OF SPECIAL SVC REQUESTS AIRPORT ANCILLARY PURCHASE NOTIFICATION MESSAGES SCHEDULE CHANGES EXISTING BOOKINGS (applies to tickets issued prior to May 1 st ) PUBLISHED FARES/ CORPORATE CONTRACTED FARES/LEISURE NET FARES - Re-book and re-issue the ticket with the new dates indicating INVOL/RRTE in the OSI field. No change fees or ADCOL will apply. GROUP FARES - If possible, we encourage you to issue un-ticketed files by midnight April 30, Air Canada Groups will continue to handle all un-ticketed files until the payment deadline specified in the existing contract. - Once the payment has been made, the file will be transferred to ACV for final handling. PUBLISHED FARES: Cancel the original Air Canada booking Contact Air Canada Vacations at , option #1 or to make a new booking with the new dates Complete and submit the refund form available on the Agent References section of including the new ACV ticket # The refund will be processed to the original form of payment without penalty - You will not be able to issue a ticket as there are no fares in the system. Please contact ACV to make a new booking. - Until April 30, you can continue to book Cuban destinations using eligible Flight Passes - If eligible, complimentary space-available upgrades for flight passes can continue to be booked online for travel on/after May 1 provided the reservation was made prior to May 1 - Aeroplan will communicate available options to members with existing reservations. - Can continue to be booked via the eupgrade online tool Available until the end of May: Advance seat assignment, Maple Leaf Lounge access, On My Way, Meal vouchers Available until the end of May: advance booking of PETC, UMNR, MEDA. All applicable fees will apply. Available until the end of May: all fees for excess baggage; all handling fees for sports equipment : BIKE, SURF; handling fees for rifles; unaccompanied minor Fees; Pets in Cabin/ Cargo A message will appear on: - ACO/ADO when customers enter an eligible itinerary and on the Manage My Bookings page directing them to the ACV website or the ACV Call Centre. - AC2U and Rewards for Small Business when customers enter an eligible itinerary on the Manage ac2u Bookings page or modify web service directing them to the ACV website or the ACV Call Centre. - Online DRS CIC*170/44 for GDSs Agent References section of the ADO - As a result of the flight number change, you may receive schedule change notification; no action is required on your part. - In the event of an actual schedule change, ACV will contact you. Information correct at time of printing. 6/8/2012 2

3 TO MAKE A NEW BOOKING AEROPLAN BOOKINGS FLIGHT PASSES AGENCY REDUCED RATE PRODUCTS VATS COMMISSION NEW BOOKINGS/ RESERVATIONS MADE ON/AFTER May 1 st AIR-ONLY FARES: Agencies will be required to book with either: 1. ACV at , option #1 or OR 2. NETAIR at , option #1 and then option #5 GROUP BOOKINGS: New groups must be booked by Air Canada Vacations at , option #2. To complete last minute bookings, please contact ACV or NETAIR by phone as you will not be able to complete last minute bookings online. - New bookings using Aeroplan Miles can no longer be made - Cuban destinations will be removed from all eligible Flight Passes. - Air Canada AD75s and Escapes cannot be used on ACV flights - Cannot be applied to new air-only bookings made by ACV - Air-only tickets issued by ACV will attract a 5% commission - Air-only tickets issued by NETAIR will reflect a 5% NET DISCOUNT Information correct at time of printing. 6/8/2012 3

4 QUESTIONS & ANSWERS: 1. Will agencies continue to have access to fares and availability? Agencies in Canada will still see availability but will not be able to access fares via the GDS or online. New air-only bookings must be made with Air Canada Vacations. 2. What information will agencies need to access Air Canada Vacation s website? Agencies will require a sign-on and password to access Air Canada Vacation s website. 3. Does Air Canada Vacations sell travel originating in Cuba? Yes, Air Canada Vacations can sell tickets originating in Cuba for POS CDA agencies including one-ways, round-trips and open jaw itineraries. 4. Will Air Canada Vacations terms and conditions apply to the air-only tickets sold on/after May 1st? Yes. As the ticket is issued by Air Canada Vacations, fares will be subject to Air Canada Vacation s terms and conditions which include, deposit and payment requirement, ticketing deadlines and cancellation fees. 5. Are Air Canada Vacations fares upgradeable? Yes. However, when booking with Air Canada Vacations online or with an agent on the phone, you will always be quoted the lowest available fare class which may not be upgradeable. If you need a fare that is eligible for an upgrade, you must contact Air Canada Vacations by phone and request the fare by booking class. 6. How should an agency handle tickets that were to be used as a future travel credit? For GDS tickets: Book a new itinerary with ACV. Refund the original ticket, less the change fee, indicating INVOL/RRTE and the new ACV ticket number in the OSI field. For online tickets: submit the original ticket for refund by completing the Cuba Refund form and re-book a new itinerary with ACV. 7. How should agencies process any date changes (same routing) for GDS tickets issued prior to May 1 st? Agencies should re-book and re-issue the ticket with the new dates indicating INVOL/RRTE in the OSI field. This process can also be used for itinerary changes for a Cuba destination, e.g if your customer has a YYZ-HAV-YYZ itinerary but would like to change to YYZ-VRA-YYZ, you can also re-book and re-issue the ticket with the new dates indicating INVOL/RRTE in the OSI field. 8. How should agencies process any date changes (same routing) for online tickets issued prior to May 1 st? Agencies will need to cancel their original booking and re-book a new itinerary with ACV or NETAIR as follows: o From the Manage My Bookings tab on enter the PNR # o Cancel the original Air Canada booking o Once the new file has been booked with Air Canada Vacations or NETAIR, complete and submit the refund form available on the ADO for the original booking, including the new Air Canada Vacations ticket # o The eligible refund will be processed to the original form of payment without penalty 9. Why does the agency need to make new booking with Air Canada Vacations for a date change for customers with an online ticket? Air Canada Vacations has to make a new booking because they cannot make changes to an Air Canada PNR. 10. How should agencies process any itinerary changes on tickets that include Cuba, e.g customer has a ticket for YYZ-HAV-YYZ and would like to use it for YYZ-SFO-YYZ? Process as per the fare rules. Information correct at time of printing. 6/8/2012 4

5 11. Can clients travelling to Cuba with ACV continue to use web check-in or kiosks? Yes. 12. How are clients with a Flight Pass impacted? Effective May 1, Cuban destinations will be removed from all eligible Flight Passes. Until midnight April 30, 2012, you can continue to book Cuban destinations using eligible Flight Passes. If eligible, the complimentary space-available upgrade offered can continue to be booked online provided the reservation was made prior to May How should agencies process any refunds from their clients with tickets issued prior to May 1 st? If eligible, refunds of tickets (GDS or online) that include Cuba can be processed as they are today. The refund will go back to the original form of payment. 14. Will clients have to pay more than they would pay on Air Canada? Air Canada Vacations has the same fares as Air Canada and so for the most part, clients should not experience dramatic differences in fares. 15. Does Air Canada Vacations pay a commission on air-only tickets to Cuba? Yes. Air Canada Vacations pays a 5% commission on air-only Cuba tickets. Information correct at time of printing. 6/8/2012 5