APPLICABLE FRAMEWORK
These instructions are applicable in the following cases of flight irregularities:
- Cancellation of a TAROM flight
- Delay of a TAROM flight compared to the operating schedule
- Modification of the operating schedule, previously communicated
GENERAL CONDITIONS
- The passenger has a TAROM ticket and has a seat confirmed on a TAROM flight (RO operator)
- The agent is not obliged to follow these instructions, having the possibility to use anytime the services of a TAROM Agency (http://www.tarom.ro/en/contact/national-agencies)
- In other flight irregularity situations (unfavourable weather conditions, strikes, closed airports etc.), if necessary, TAROM shall disseminate specific instructions.
WORK PROCEDURE
In the queue specific to each system, the agents shall receive their own bookings affected by the schedule changes made by TAROM company. Each booking shall contain the old segment with the status “UN” – cancelled adn the new segment on which the passenger was protected, automatically, with the status “TK” – reprotected.
There are also situations when the passengers are not automatically reprotected, case in which the booking shows only the segment with the status “UN”. This queue must be operated in the shortest amount of time possible.
The sales agents shall check each booking, shall contact the passenger and shall inform him accordingly. 2 situations occur:
1) the passenger accepts the reprotection automatically performed by the company.
In this case, the agent shall issue again the ticket with the new travel data from the PNR, mandatorily mentioning in ENDO/RESTRICTIONS box the following text: INVOL DUE SCHED CHNGE RO 123/DDMMM or INVOL DUE CANCEL RO 123/DDMMM
2) the passenger does not accept the automatic reprotection carried out by the company. In this case, one of the following variants is applicable:
2.1) Full refund of the ticket/coupons value affected by the flight irregularity from the issuing agency, in the following conditions:
- TAROM flight cancelled
- Delay of at least 5h compared to the time of departure in the ticket
Refund variants:
- Totally unused ticket: full restitution (fare + taxes), no authorisation;
- Partially used ticket: the value of the coupon(s) affected by the flight irregularity shall be refunded.
Refund method:
- GDS
- BSP
Note: If a pro rata calculation is necessary, this shall be applied by Refund Application in BSP.
2.2) Involuntary rerouting on another flight/other flights operated by RO, except that/those offered by automatic reprotection. The following shall be complied with:
- The new booking is made on the flights operated by RO in RBD (booking class) initially or in the lowest RBD available, corresponding to the services class initially paid for;
- No time limitation shall be taken into consideration, namely no. of days +/- compared to the initial booking. The passenger shall choose, depending on his interests, a date previous or ulterior to the departure date of the initial flight.
- The maximum validity of the initial ticket shall be considered (partially used ticket: one year from the travel start; unused ticket: one year from the issuance date).
- If the flight irregularity affects the initial duration of the travel, the other flight(s) of the route operated by RO shall be rescheduled, upon the request of the passenger.
- If the passengers affected by the flight irregularity were not automatically protected by RO, the involuntary rerouting shall comply exactly with the initial route made of flights operated by RO, with a booking in the same RBD or in the lowest RBD available corresponding to the services class initially paid for.
- If other transporter(s) is/are involved on the passenger route, those sectors can be taken in the new ticket involuntarily converted, provided that no parameter (sector/sectors in the initial route, RBD, no. of the flight, date, Fare Basis) is changed.
NB: In all of the above mentioned cases, the new tickets shall be reissued according to the procedure of involuntary reissuance, taking all boxes from the initial ticket, except the new route (FROM/TO) and the box ENDORSEMENT/RESTRICTION, where the reason of the involuntary rerouting shall be mentioned according to the above mentioned art. 1).
3) Rerouting on a RO* flight (RO Marketing Carrier) operated by the Code Share partner.
The rerouting shall be made in the same RBD mentioned in the initial ticket, strictly within the validity of the initially paid fare and complying with its applicability conditions ADVP/Min stay/Max stay.
In any of the situations which are not covered by this instruction, or when you need TAROM assistance, you shall guide the passenger to an own TAROM agency for involuntary rerouting or you shall contact, via e-mail, a TAROM agency (http://www.tarom.ro/en/contact/national-agencies) in order to solve the case or the TAROM Call Centre (e-mail: [email protected]).
In this case, the agent shall reintroduce in the booking the ticket series in an OSI element: RO TKNE 2815566777888 even in its own system the ticket series continues to be active. Thus, the potential booking cancellation caused by the discrepancies occurring between Gabriel-Amadeus systems – another booking system is avoided, regarding the ticket series, as a result of the changes made in the bookings.
The passenger affected by the flight irregularity, holder of a TAROM ticket involuntarily reissued on a new route, has the right to reconsider only once the initial decision of rerouting only on TAROM flights, with no extra payment. If the flight irregularity qualifies for a refund and the passenger initially chose involuntary rerouting, he has the right to choose subsequently the initial ticket refund.
Other reconsiderations of the decision shall be considered voluntary transactions and shall be treated in accordance with the fare conditions governing the initial ticket.