Please refer to the PHM manual (Passenger Handling Manual), – CHAPTER 4- “PASSENGERS IRREGULARITIES“, which deals with the assistance/services provided to passengers in case of flight irregularities.
Link: /manuale-tarom
Compared to the provisions contained in the PHM and based on the IATA 735d Resolution INVOLUNTARY CHANGE OF CARRIER, ROUTING, CLASS OR TYPE OF FARE, we make the following clarifications:
A/ Definitions/ Differentiation of flight irregularities
- INVOL – IRROPS: any change in the itinerary of a passenger (cancellation/delay/change of operating hours) of a flight no later than one day before the day of operation or on the day of operation compared to the segment affected by the flight irregularity.
- PLANNED SCHEDULE CHANGE: any change that occurs in the itinerary of a passenger (cancellation/delay/change of operating hours) for a flight with more than 2 days compared to the segment affected by the flight irregularity occurred.
When re-issuing the ticket, the following differentiation shall be observed:
- In case of INVOL-IRROPS, the FARE CALCULATION line shall be copied, preceded by the I, FC-I indicator and FE line: INVOL/ FLIGHT NUMBER/DATE
- In case of PLANNED SCHEDULE CHANGE, the FARE CALCULATION live shall be copied, preceded by the S, FC-S indicator and FE line: INVOL/FLIGHT NUMBER/DATE
B/List of priorities in choosing the company/companies for pax rerouting:
- TAROM
Note: On RO* flights (Code Share flights/ Free Sale formula operated by other companies, where RO is Marketing Carrier) the rerouting shall be done only if there are available seats in the same RBD (reservation class). Otherwise, the involuntary rerouting shall be done interline, on the flight operator, in the lowest available RBD, in the same class of services.
- Sky Team Companies
- Code Share Partners
- Other companies
- Other means of transport
C/ In case of re-routing option, the distinction between INVOL- IROPS and PLANNED SCHEDULE CHANGE shall be taken into account compared to the initial reservation. The passenger shall choose, depending on his interests, for a date before or after the departure of the original flight.
When choosing the new itinerary for involuntary rerouting, the class of services initially paid shall be taken into account.
However, if a passenger holding an economy class ticket cannot be involuntarily re-routed to the same class of services due to the lack of available seats, he may be re-routed on flights operated by TAROM and in Business class, if seats are found, without paying the class difference.
At the same time, the involuntary rerouting will take into account the maximum validity of the initial ticket (partially used ticket – one year from the start of the trip; unused ticket – one year from the date of issue).
D/ The involuntary rerouting procedure will apply regardless of the duration of the flight delay affected by the irregularity, if the regulations require it, or the passenger requests the involuntary rerouting (loss of connection on the same ticket, compromising the purpose of the trip).
If the delay exceeds 5 hours from the initial schedule, the passenger will be able to choose between refund and involuntary rerouting.
Involuntary rerouting will be done up to the destination or to the point in the ticket from which the trip can continue according to the ticketed itinerary.
If the passenger holds two separate TAROM tickets, issued exclusively on TAROM flights, they will be considered as a single ticket for the purpose of applying the TAROM procedure for FLIGHT IRREGULARITIES, provided that the MCT (Minimum Connecting Time) is observed, in case of involuntary rerouting.
E/ The modification of the operating schedule of a TAROM flight will be treated as follows:
- Similar to the delay, if the new schedule is later than the one originally written in the ticket, respectively:
Delay up to 5 hours: involuntary rerouting;
Delay from 5 hours onwards: at the choice of pax, refund or involuntary rerouting.
- Involuntary rerouting, at the passenger’s request, if the new schedule precedes the initial one registered in the ticket.
F/ The passenger affected by the flight irregularity, holder of a TAROM ticket involuntarily reissued on a new itinerary, has the right to return only once on the initial decision of rerouting only on TAROM flights, without any additional payment.
If the flight irregularity qualifies for a refund and the passenger initially opted for involuntary rerouting, he/she has the right to subsequently opt for the refund of the initial ticket.
The other returns will be considered voluntary transactions and will be treated according to the tariff conditions that govern the initial ticket.