1. SkyTeam Ambassador Training SkyTeam Sales & Ticketing

2. SkyTeam Ambassador Training Contents 1 1 Involuntary Endorsement Waiver Agreement Involuntary Endorsement Waiver Agreement 1 1 3 3 New Fare Products 2 2 Lost Ticket Application Process 4 4 SkyTeam ID Agreement Dynasty Flyer Program 5 5

3. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – Code Share Involuntary Endorsement Code Share Involuntary Endorsement Definition ： Endorsement is no longer needed between the SkyTeam airlines to reroute the connecting passengers to their final destination on code-share flights, whether or not they are on beyond or trunk flights. To Do ： Passengers’ tickets are rerouted in following priority: On the original operating carrier, or On another SkyTeam carrier which is party to this agreement, or On a non-SkyTeam carrier. :

4. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – Lost Ticket Lost Ticket Definition ： The SkyTeam process only applies to ： Partially used tickets. City pair and booking class and cabin same as original (lost) ticket. To Do ： With full details of lost ticket: To issue a replacement ticket and collect the lost replacement charge based on original ticketing carrier rules. Fill Lost Ticket Application Form and forward to RAD for billing. To Do ： Without details of lost ticket: To issue a new ticket and inform passenger to refund new ticket to original ticketing carrier after travel.

5. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – Lost Ticket Lost Ticket Example ： ITINERARY ： ATL DL LAX CI TPE CI LAX DL ATL TICKET ： ISSUED BY DL(006) PAPER TICKET If passenger lost his/her ticket in TPE and contact CI office ， CI’s agent should do ： To call DL STSD to ask lost ticket details. To issue a replacement ticket and collect the replacement charge as DL rules.

6. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – New Fare Products New Fare Products Round the World Fare Pass(RTW) RTW allows passengers to circle the globe via travel on any or all of SkyTeam’s members. America, Asia and Europe Fare Passes Such fare passes allow SkyTeam customers purchasing a transatlantic, transpacific or intercontinental ticket to America, Asia or Europe to also purchase three or more one-way intra-region flight segments at reduced fares.

7. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – RTW Fares Illustration of Fares (KE Fares)

8. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – RTW Fares Participating Carriers AF/AM/AZ/CZ/DL/KE/KL/KQ/OK/RO/SU/UX/VN Travel Pattern Travel must commence from and return to the same country. Canada & USA, China & HKG, Scandinavia, Southwest Pacific is considered as the same country.

9. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – RTW Fares Travel Pattern Travel must include only one transatlantic crossing between Area 1/2 and only one transpacific crossing Area 3/1 and only one transcontinental crossing Area 2/3. Maximum Mileage per Fare 39,000 to 20,000 miles for 5 ranks. Advance Purchase 7 days prior to departure or 72 hours after reservation, whichever is earlier.

10. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – RTW Fares Minimum & Maximum Stay 10 days to 12 months Stopover Min/max 3-15 stopovers. Varied limitation to city & region. Transfer

11. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – RTW Fares Surcharge On sectors within/between the continental USA/Canada where business class is not offered, passengers will be accommodated in first class at the time of booking at a surcharge (Q) of USD 100.00 per flight segment. Combination with Pass RTW fare is combinable with one SkyTeam Euro Pass, Asia Pass, America Pass and China Pass. Ticket Issuance Ticket must be issued on AF/AM/AZ/CZ/DL/KE/KL/KQ/ OK/SU/UX/RO/VN stock only.

12. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – RTW Fares Rebooking/Reissuing/Rerouting Penalty USD100/CAD150 Child and Infant Discount Accompanied child and infant with seat - 75% of adult fare. Accompanied infant without seat - 10% of adult fare. UM is not applicable for RTW fare.

13. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – Asia Pass Eligibility Passenger must originate from TC1/2 via AF/AM/AZ/CZ/DL /KE/KL/KQ/OK/RO/SU/UX/VN. This Asia Pass should not be sold with AD/ID tickets. Advance Purchase Reservation of the 1st international sector must be made 7 days prior to departure. Only one ticket at these fares will be issued with each trip originating from TC1/2. Ticket number must be cross referenced. Maximum stay - 60 days.

14. SkyTeam Ambassador Training SkyTeam Sales & Ticketing – Asia Pass Numbers of coupons - 3 (minimum) to 8 coupons Fares - SkyTeam fare levels and codes for Asia Pass in Asia (in USD)

15. SkyTeam Ambassador Training SkyTeam ID Agreement lDuty Travel MIBA (Multilateral Interline Business Travel Agreement) 1. C/Y-ID50S1, 2. C/Y-ID50C1(For duty crew), 3. C/Y-ID00S2, 4. CIDMMzS1, YIDMMzS1 ID Agreement lLeisure Travel lZED Agreement lID Agreement

16. SkyTeam Ambassador Training Dynasty Flyer Program Mileage & Award Benefit Award ticket –Each partner from SkyTeam offers DFP members the possibility to spend miles on any member airline’s own flights carrying the SkyTeam code. –DFP members may redeem award tickets on any SkyTeam coded and operated flights. –SkyTeam partners offer and support a multi-carrier award product that allows for travel on one or more SkyTeam partner in the same itinerary.

17. SkyTeam Ambassador Training Dynasty Flyer Program –DFP members must confirm their reservations in advance by calling China-Airlines reservation before issuing the award ticket. –Awards are not permitted on embargo periods of each partners’s airlines. –Upgrade Award is not available for Award ticket. –Award ticket with SkyTeam airlines must be for a round trip flight. –SKT free award ticket with SkyTeam airlines allows a maximum of six sectors.

18. SkyTeam Ambassador Training Dynasty Flyer Program –After reservation, members may proceed to China Airlines downtown ticketing office for award ticket issuance before ticket time limit(5 Days before departure). Airport counter do not issue or re-issue award tickets. –Each SKT free award travel is allowed only one open-jaw or one en-route stopover per roundtrip journey at eligible city on the fare routine within eligible regions. –Ticket valid for one year for the date of issuance.

19. SkyTeam Ambassador Training Dynasty Flyer Program EXAMPLE: Multi-carrier award ticket redemption Q: Can a DFP member redeem a round trip award ticket for TPE-CI-LAX-DL-SAO-DL-LAX-TPE at CI office? A: Yes, a DFP member can redeem a multi-carrier award ticket as above itinerary if passenger has enough usable miles in/her account and has to issue the award ticket at CI downtown office 5 days prior to departure after all reservation confirmed. Remarks: award ticket can ony be redeemed on SKyTeam coded and opreated flights.

20. SkyTeam Ambassador Training Dynasty Flyer Program Mileage & Award Benefit Modification of an award ticket –Policy of modification of an award ticket is subject to member airlines’ own FFP rules. –Flight/date may be changed before or after departure. –Route may be changed for wholly unused award tickets by issuing airlines. –A handling fee of TWD$1,500 (or the equivalent of US$50 in local currencies) will be charged for re-issuance on each CI free award ticket.

21. SkyTeam Ambassador Training Dynasty Flyer Program Refund of an award ticket –A handling charge of 4% mileage on an unused award ticket will be deducted from the account of the member holding the ticket. US$50 or the equivalent in local currency can replace the above mileage. Valid redeemed miles can be refunded into members’ account. –Only the balance taxes and fees can be refunded for the partially used award ticket. No redeemed miles can be refunded.

22. SkyTeam Ambassador Training Quiz Q : Can a passenger buy an Asia Pass in Taiwan ? A : Q : CAL's Dynasty member request to change his award ticket, how should he do ? A : 1. The award ticket should be ….. 2. Go to ticketing counter to pay …..