Please find the attachment from China Southern Airlines regarding the free refund policy of CZ tickets.
Kindly requesting you to go through the notice and manage your passengers’ tickets accordingly.
Dear trade partners .
This new circular received from head office on 28 JAN 2020. This is INVOL refund tickets issued before 28 JAN 2020 . But not applicable for INVOL change except WUHAN sector . Thank you .
Please do not hesitate to contact us if you have any queries.
We appreciate your support and look forward to serving you again in the near future
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With Regards
Dhiraj Chandra Shrestha
Deputy Sales Manager
CHINA SOUTHERN AIRLINES
West Wing , Second Floor
Hiti Sadan , 501/35 Narayanhiti Path
Kathmandu , Nepal
Hiti Sadan , 501/35 Narayanhiti Path
Kathmandu , Nepal
Phone No : 4427261 /62, 4440754
24/7 Emergency Response China Hotline: 0086 40086 95539
Notice regarding special handling of recent tickets in CZ
In order to fully cooperate with the Party Central Committee's joint prevention and control of epidemic situation, according to the requirements of the Civil Aviation Administration's "Supplementary Notice on Waiver of Refund Fees for Civil Aviation Tickets", after research and decision, the rules for the free refund of China Southern Airlines tickets are adjusted as follows:
I. ITINERARIES INVOLVING WUHAN'S ENTRY AND EXIT (INCLUDING STOPOVERS) WILL BE IMPLEMENTED IN ACCORDANCE WITH THE ORIGINAL POLICY, AS FOLLOWS:
(i) Applicable flight tickets
If you purchase 784 tickets (including reward tickets and mileage redemption tickets) before January 31, 2020 (including), the itinerary involves the actual flights operated by Wuhan Airlines in and out of Wuhan (including stopovers) and code-share flights using CZ flight numbers. Tickets travel date from January 1, 2020 (inclusive) to March 29, 2020 (inclusive).
(ii) Exemption policy
a. For the first time, an application for rescheduling can be applied for free during the validity period of the ticket, and no change fee, and fare differences within same cabin are waived.
b. An application for reschedule renewal shall be made in accordance with the applicable conditions of the ticket.
c. During the validity period of the ticket, the refund procedure can be handled free of charge at the original ticket purchase unit or by contacting China Southern Airlines.
d. For international tickets departing from overseas, it is allowed to freely endorse or change the itinerary and destination (Mainland China only) only in China Southern Airlines, no change fee and no difference will be charged for reissue. Endorsement on other carriers not permitted.
e. Multiple changes are involved. In special cases, it is required to apply for free. Only at the ticket offices of China Southern Airlines, counters of China Southern Airlines airports and China Southern customer service.
2. POLICIES FOR ALL OTHER ITINERARIES:
(I) Applicable flight tickets
a. 784 tickets (including reward tickets, mileage redemption tickets) purchased or reissued before 00:00 on January 28, 2020, and the travel date is from 08:00 on January 28, 2020 to 23:59 on March 29, 2020 China Southern Airlines actually operated flights or code-share flights using CZ flight numbers.
b. Exemption policy: For tickets that meet the above scope and have not been refunded, cancellation of seat reservation before flight departure can be refunded for free during the validity period of the ticket.
(II) Ticket processing in the transitional period
- Applicable flight ticket:
784 tickets (including reward tickets and mileage redemption tickets) purchased or reissued before 00:00 on January 24, 2020, and the travel date is from 00:00 on January 24, 2020 to 23:59 on January 27, 2020 China Southern Airlines actually operated flights or code-share flights using CZ flight numbers.
- Exemption policy:
For tickets that meet the above scope and have not been processed for refund, within the validity period of the ticket, go to the original ticket purchase unit or contact the directly-affiliated organization of China Southern to handle the refund business free of charge.
III. Policies and regulations in other special circumstances
(a) All front-line medical system personnel can refund their tickets free of charge during the validity period of the ticket with their work permit;
(b) Passengers with fever suspected of new-type coronavirus pneumonia who have been diagnosed with or have close contact with new-type coronavirus pneumonia can refund their tickets free of charge within the validity period of the ticket with the diagnosis certificate of the medical institution at or above the county level (including);
(c) Tickets purchased by the above personnel are applicable to all routes, and the travel dates are from January 1, 2020 (inclusive) to March 29, 2020 (inclusive), and are actually operated by China Southern Airlines or code-shared using CZ flight numbers flight.
3. THE MANAGEMENT METHODS FOR THE SPECIAL HANDLING OF TICKETS ARE AS FOLLOWS:
(1) These measures shall be strictly implemented in accordance with the domestic and international General Conditions of Carriage of Passengers and Baggage of China Southern Airlines Co., Ltd .;
(2) If a passenger purchases a ticket from a ticket sales unit directly under China Southern (China Southern Airlines official website, APP, WeChat mini-program, call center, direct ticket office), the ticket is refunded from the original payment channel.
(3) Passengers who purchase tickets from non-China Southern Airlines sales units shall, in principle, go back to the place where the tickets were purchased. Passengers who do have special circumstances to handle in China Southern's own channels, operate as follows:
i. The fare can only be refunded to the passenger's account;
ii. If a non-passenger applies for a refund, he or she can only go to the counter directly under China Southern to handle the refund. At the same time, the agent must hold their original ID card and the original ID card of the passenger, and the bank card in the passenger's name for the refund procedure.
This document is only for company's internal operation guidance, and the external release document will be notified separately. Due to frequent changes in the external situation, if any unit encounters special circumstances, the authorization can be disposed of on-the-fly, and the procedures can be resubmitted later.
This notice is effective from the date of issue, and the previous notice of ticket processing due to this incident will not be executed after this day.
Hereby notified.
China Southern Airlines Network Revenue Department
January 28, 2020
CC: Ground Service Department, Market Development Department, Platform Operation Department, Customer Service Department, Revenue Management Department.
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