1. SkyTeam Ambassador Training SkyTeam Reservation

2. SkyTeam Ambassador Training Review (1/4) How to switch system between CI and other SkyTeam member airlines’? Q: If we want to switch to Korean Air’s system, what should we type? A: You are right!

3. SkyTeam Ambassador Training Review (2/4) To indicate the booking source, a new field POS is added to the PNR right after the field owner. Q: What is the full name of POS? A: You are right!

4. SkyTeam Ambassador Training Review (3/4) Each member carrier of SkyTeam is required to establish a SkyTeam Support Desk and operate 24 hours a day, 7 days a week, for the sole use of front-line staff of other member airlines. Q: Which 3 departments are designated to operate our Support Desk? A: You are right!

5. SkyTeam Ambassador Training Review (4/4) Special category of service and passengers such as UM(Unaccompanied Minor) 、 AVIH(Animal in Hold).., since the regulation and restrictions is different between each airlines, we must comply with………..? Q: Comply with the marketing carrier’s rules or the operating carrier’s? A: You are right!

6. SkyTeam Ambassador Training AV Display 1 1 PNR of Code Shared Flight 2 2 Award Upgrade 3 3 Preferred Seating 4 4 Guaranteed Seat 5 5 Content Elite Qualification Miles 6 6 Priority Reservation Waitlist 7 7

7. SkyTeam Ambassador Training AV Display (1/2) ● We may check AV Display of the other SkyTeam member airlines in CI environment. For example : 10MAY SEL-HKG KE FLIGHT ● Input the entry A10MAYSELHKG@KE you can see the AV Display in KE environment as following:

8. SkyTeam Ambassador Training AV Display (2/2) ** AVAILABILITY DISPLAY - @KE ** 10MAY FRI 0001-2359 SEL HKG 10MAY FRI 1200 SEL - HKG HONG KONG.HK 01 ICN HKG 01-0830 01-1055 KE0603 P5 C9 O9 I9 333 D5 Y9 S9 K9 T9 Q9 M9 H9 02 ICN HKG 01-1010 01-1245 KE0613 P6 C9 O9 I3 333 D2 Y9 S9 K9 T9 Q9 M9 H9 AD@KE

9. SkyTeam Ambassador Training PNR of Code Shared Flight ● If the flight is code shared with China Airlines operating flight, there will be 2 carrier code displayed in PNR in that marketing carrier’s system. For example : CZ/CI (CI is the operating carrier) 3 CZ/CI 9602 T 15NOV HKGTPE HK7 1025 1205 4 CZ 3098 H 16NOV TPECAN HK7 1430 1630 OWNER-CA MESBQM POS-001 PEK099/MESBQ

10. SkyTeam Ambassador Training ● Benefits for upgrade redemption are depending on SkyTeam member carriers’ frequent flyer program and are only valid on the operating carrier according to bilateral agreement. For example: ● A Delta’s gold card member can make a reservation on CI501 TPE-PVG upgraded I class by using his mileage. (But not allowed to book CI8501 that is operated by CZ3096) Award Upgrade (1/7)

11. SkyTeam Ambassador Training More examples: ● TPE-SZX CI8527 = CZ3088 (Marketing carrier → CI 、 Operating carrier → CZ) Q: Is CI DFP member allowed to redeem award upgrade on the flight CI8527? A: Not allowed, CI DFP member should redeem award upgrade on the flight CZ3088. Reason: Because CI8527 is not operated by CI. Award Upgrade (2/7)

12. SkyTeam Ambassador Training Award Upgrade (3/7) Points to Note ● CI DFP members may redeem upgrade awards on any SkyTeam flights except on AZ/VN/RO/KQ/UX/MU. ● The passenger must issue a full fare economy class ticket. ● The itinerary must involve international country-to-country flight operated by a SkyTeam carrier participating in the mileage upgrade program.

13. SkyTeam Ambassador Training Award Upgrade (4/7) CarrierAFDLKEKLCI Eligible Booking Classes for Upgrade Award Y/BYYYY Award Booking Class DJIDI

14. SkyTeam Ambassador Training Award Upgrade (5/7) If a CI DFP member wants to redeem award upgrade on KE flight, the procedure is: → The passenger call CI reservation department to request for redeeming upgrade award on KE flight. → It is applicable on KE self-operated international flight and not allowed to upgrade for domestic and code shared flight..

15. SkyTeam Ambassador Training Award Upgrade (6/7) → If the passenger has enough mileage to upgrade and hold a full fare economy class ticket, CI Support Desk will contact KE Support Desk to book upgrade seat on KE flight. → After receiving confirmed upgrade reservation from KE Support Desk, CI will redeem eligible mileage from passenger’s DFP account for upgrade award and reissue ticket.

16. SkyTeam Ambassador Training Award Upgrade (7/7) Points to Note ● SkyTeam upgrade is not available during the peak season of each SkyTeam member airlines. ● The time limit (T/L) for the passenger reissue upgrade ticket is: CI → At least 5 days prior to the date of flight AF → Depending on how long ago the seat is confirmed prior to flight departure. eg. If the seat is confirmed more than 10 days prior to departure, the T/L is 7 days prior to departure.

17. SkyTeam Ambassador Training Preferred Seating Points to Note ● SkyTeam Elite Plus and SkyTeam Elite members shall able to select a preferred seat on an international long haul flight through an advance request. ● Long Haul Flight: the flying time is 6 hours or more

18. SkyTeam Ambassador Training Guaranteed Seat Points to Note ● For SkyTeam Elite Plus members only. ● A confirmed economy class reservation is guaranteed on any SkyTeam member airlines operated long haul flight worldwide including sold-out flights. ● The reservation must be made at least 24 hours prior to departure. ● The passenger must issue a full fare ticket.

19. SkyTeam Ambassador Training Elite Qualification Miles (1/2) Points to Note ● The mileage earned on any SkyTeam member airlines flights can be credited to CI DFP account and counted towards DFP membership advancement. ● The passenger should advise his China Airlines membership card number when making a reservation, so the FQTV information in SSR could be input in PNR. When passenger completed his journey, the mileage will be credited to CI DFP accont automatically in a week.

20. SkyTeam Ambassador Training Elite Qualification Miles (2/2) Points to Note ● In this case, if the passenger is both a member of China Airlines and KLM. If the passenger does not give his CI membership card number when making a reservation and checking-in at airport counters on KLM flight, the mileage normally will be credited to KLM Flying Blue account. ● Once the mileage is credited to KLM Flying Blue account, the mileage will not be transferred to CI DFP account.

21. SkyTeam Ambassador Training Priority Reservation Waitlist ● SkyTeam Elite Plus and SkyTeam Elite members are granted a higher waitlist priority on CI reservation. ● RR office is authorized to use PB/PC code to push waiting segment in the following order: 1. SkyTeam Elite Plus members → PB 2. SkyTeam Elite members → PC

22. SkyTeam Ambassador Training Q & A (1/4) Q: If we want to check AV Display of KE SEL-HKG flight on 10MAY, what entry should we input? (1) A10MAYSELHKG///KE (2) A10MAYSELHKG@KE (3) A10MAYSELHKG$KE

23. SkyTeam Ambassador Training Q & A (2/4) Q: CZ/CI 9602 T 15NOV HKGTPE CZ 3098 H 16NOV TPECAN OWNER-CA MESBQM POS-001 PEK099/MESBQ Which is the operating carrier of CZ/CI 9602 in CZ system? (1) CZ (2) CI (3) CI and CZ both

24. SkyTeam Ambassador Training Q & A (3/4) Q: Is KE member allowed to redeem award upgrade on the flight CI9220? (CI9220 = JL0030 、 TSA-HND) (1) Yes, it is allowed (2) No, it is not allowed

25. SkyTeam Ambassador Training Q & A (4/4) Q: Who will have the benefit of a guaranteed confirmed economy class reservation on any SkyTeam member airlines operated long haul flight? (1) SkyTeam Elite Plus member (2) SkyTeam Elite member (3) CI GOLD member