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Agent information

Rail&Fly

© DB, Jo Kirchherr

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Index

Index ................................................................................................................................................. 2

1 Preface .......................................................................................................................................... 3

2 Booking Rail&Fly Segments ................................................................................................... 3

3 Travel Documents for the Rail Journey ............................................................................... 4

4 Valid Dates of Rail&Fly Tickets .............................................................................................. 7

5 Lost Document Procedure for Rail&Fly ............................................................................... 7

6 Changing Date of Travel/Re-Routing .................................................................................... 7

7 Rail&Fly Refunds ....................................................................................................................... 7

8 Passengers Travelling without a Rail&Fly Ticket ............................................................. 7

9 Delay of Trains – Passengers Rights ................................................................................... 8

10 Contact in Case of Technical Irregularities ...................................................................... 8

Key Points of Rail&Fly eTicketing ............................................................................ factsheet

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1 Preface

This information for agencies includes all information, which you will need as an agency to book Rail&Fly and inform your air passengers.

It also contains information that you should be sure to share with your customers.

2 Booking Rail&Fly Segments

As numerous airlines do not accept open segments for eTickets, virtual connections to and from QYG (Rail-way Germany) have been published in the GDS under carrier code 9B (AccesRail).

Please inquire and book the flight connections including Rail&Fly segments from/to QYG and mention the requested German airport (i.e. AN15AUGQYGMCY/XFRA).

Please book the Rail&Fly segment to the departure airport for the same day as the flight departure date. Please note that the connections stated to and from QYG are not actually valid travel times, since the code QYG stands for any DB railway station. Passengers can obtain their individual journey times in the usual way: Through DB sales outlets, travel agencies or online via www.bahn.de or the DB Navigator App.

After the booking process, you will receive SSR messages with one Pickup Number per passenger and Rail&Fly-segment as well as a link to the URL www.rail-chekckin.com and www.bahn.de/railandfly.

Pickup Numbers or respectively Online eTickets are not activated until the electronic ticket including the Rail&Fly segments has been issued. A pickup of the Rail&Fly ticket is only possible from 72 hours before departure.

To ensure that passengers have all the required documents for their rail journey, it is important to include all information on the SSR messages concerning Rail&Fly available to your customers.

The Pickup Numbers are required if the passenger wants to pick up his ticket at a DB long-distance vending machine. If he would like to print the ticket online or wants to download it on his smartphone, he needs the URL link to www.rail-checkin.com.

The latest customer information about Rail&Fly tickets is available at www.bahn.de/railandfly and can be downloaded and printed either in German or English. We strongly recommend that you print the information in the required language for your customers. It is essential that you inform the customer of the specific features of Rail&Fly e-ticketing.

--- TST RLR ---

RP/DUSL12177/DUSL12177 RS/SU 09JUN17/083OZ 3H87E4

1.DOE/JOHN MR

2 9B3037 F 15AUG 5 QYGFRA HK1 2000 2100 E*

3 XY 007 C 15AUG 5 FRAMCY HK1 2320 0625 2 *1A/E*

4 XY 006 C 22SEP 5 MCYFRA HK1 1850 0620 I *1A/E*

5 9B3007 F 23SEP 6 FRAQYG HK1 0900 1000 T E*

6 AP 0551-123456789

7 TK TL10JUL/DUSL12177

8 SSR MAAS 9B HK1 TKT PICKUP NBR 9567088 OBTAIN TICKET PRIOR

BOARDING TRAIN FROM SELF SERVICE MACHINE/S2

9 SSR MAAS 9B HK1 TKT PICKUP NBR 49662318 OBTAIN TICKET PRIOR

BOARDING TRAIN FROM SELF SERVICE MACHINE/S5

10 SSR OTHS 9B HK/ PSGR INFO TO PRINTOUT SEE

WWW.BAHN.DE/RAILANDFLY

11 SSR OTHS 9B HK/ TICKETS CAN ONLY BE PRINTED 72 HOURS PRIOR TO EACH

DEPARTURE OR VISIT WWW.RAIL-CHECKIN.COM TO CHECK IN WITHIN

72 HOURS BEFORE TRAIN DEPARTURE

12 FP CASH

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3 Travel Documents for the Rail Journey

For travel to and from the airport with Rail&Fly your customers need the following documents:

█ Rail&Fly ticket

█ flight schedule/itinerary receipt

█ valid passport/ID card

After the issue of the flight ticket and 72 hours before the respective journey, two one-way tickets – one for the outbound trip and one for the return - are ready for pick up/print out.

Passengers must pick up the tickets before the start of respective rail journey. It can be done online at www.rail-checkin.com. Alternatively, the passenger has the possibility to pick up his Rail&Fly ticket on DB long-distance vending machine, available with the entry of the Pickup Number provided in the flight booking.

For the return journey, the passenger can choose a different ticket type than he used for his outbound jour-ney. For passengers travelling with Rail&Fly Amsterdam, there is no option of choosing a ticket type. For Rail&Fly Amsterdam only the online option is available.

Once the passenger has picked up the ticket for a journey the other ticket option will be cancelled and it is not possible to switch to the other ticket type anymore.

A) Collect the ticket online

At www.rail-checkin.com the passenger can collect his ticket at home or on the way. For the login he needs his name, as stated on the flight booking (itinerary receipt), and his flight ticket number or PNR locator. Once he has called up the ticket, it can either be printed out or downloaded as mobile ticket. In the case of loss, the passenger is free to log in at the website and print his ticket again.

The passenger can choose whether he wants to print out the ticket or download it as a Mobile Ticket.

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B) Rail&Fly ticket via DB vending machine (only for German domestic train feeder)

Each passenger with his own air ticket receives a Pickup Number per Rail&Fly segment, which can be used to collect the Rail&Fly tickets from the DB long-distance ticket machine. This means that members of a group booking can use different DB stations for travel to/from the airport.

Therefore, it is essential that you inform the passengers of all Pickup Numbers stored in the booking. The Pickup Number itself will not be accepted as a ticket on board the train.

Rail&Fly tickets can be picked up from more than 5,600 DB ticket machines at all major railway stations and numerous regional stations throughout Germany.

A simple ticket pickup process has been specially developed for printing Rail&Fly tickets: in just a few steps, the passenger simply follows the Rail&Fly user prompts on the ticket machine display to access the input box for the ticket Pickup Number(s). The passengers only have to follow the instructions for “All offers – Ticket collection”, then select "Rail&Fly".

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Specimen

SUNSHINE TRAVEL GMBH DATE 25APR2017

SONNENPLATZ 42 BOOKING REF 3H87E4

12345 SONNDERSHAUSEN

TELEPHONE: 04711-654321 DOE/JOHN MR

FAX : 04711-654333

SERVICE FROM TO DEPART ARRIVE

---------- ------------------ ------------------ ------ ------

ACCESRAIL 9B 3037

WED 29APR RAILWAY GERMANY DE FRANKFURT DE 2000 2100

RAILWAC INTL

NONSTOP TERMINAL TN DURATION 1:00

NON SMOKING

RESERVATION CONFIRMED – CLASS: F

MEET AND ASSIST SERVICE TKT PICKUP NBR 9567088 OBTAIN

TICKET PRIOR BOARDING TRAIN FROM SELF SERVICE MACHINE

CONFIRMED

FLIGHT OPERATED BY 2A DEUTSCHE BAHN AG

EQUIPMENT: TRAIN

GERMANY AIRL XY 007

THU 30APR FRANKFURT DE MAROOCHYDORE 2320 0625

INTL INTL SAT 02OCT

TERMINAL 2 DURATION 25:05

1 STOP NON SMOKING

RESERVATION CONFIRMED – C CLASS

ON BOARD: MEAL

EQUIPMENT: AIRBUS 380-800

GERMANY AIRL XY 006

FRI 22MAY MAROOCHYDORE FRANKFURT DE 1850 0620

INTL INTL SAT23OCT

1 STOP TERMINAL 2 DURATION 26:30

NON SMOKING

RESERVATION CONFIRMED – C CLASS

ON BOARD : MEAL

EQUIPMENT : BOEING 747-400

ACCESRAIL 9B 3019

SAT 23MAY FRANKFURT DE RAILWAY GERMANY DE 0900 1000

INTL RAILWAC

NONSTOP TERMINAL TN DURATION 1:00

NON SMOKING

RESERVATION CONFIRMED – CLASS: F

MEET AND ASSIST SERVICE TKT PICKUP NBR 49662318 OBTAIN

TICKET PRIOR BOARDING TRAIN FROM SELF SERVICE MACHINE

CONFIRMED

FLIGHT OPERATED BY 2A DEUTSCHE BAHN AG

Muster

Period of validity

Pickup Number (DB order num-ber)

Ticket number The last 8 digits of the air tick-et number

Date on which ticket was printed at the ticket vending machine

Name of the airline

PNR Locator

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4 Valid Dates of Rail&Fly Tickets

Each of the Rail&Fly tickets - for the outbound and return journeys - is valid on two consecutive days.

The tickets for the rail journey are valid only on the day prior to the flight departure from Germany and the day of departure itself, and on the day of arrival of the flight in Germany plus the following day.

5 Lost Document Procedure for Rail&Fly

There are different policies in terms of Online eTicket and the DB vending machine ticket.

A) Online collected ticket

In the case of loss, the passenger can log on www.rail-checkin.com and collect the ticket again.

B) DB vending machine ticket In the case of loss, this ticket cannot be reprinted. As it is not possible to prove that a lost ticket was not actually used, no refund can be given ("Lost Document" procedure does not apply).

6 Changing Date of Travel/Re-Routing

A) Ticket collected online

When the ticket has not been collected/printed, you can reissue the ticket without any problem. If the ticket has already been collected, you must contact the airline on which ticket stock you issued the ticket. The air-line will decide if the Rail&Fly segment can be reissued or not. It is not possible to reissue the Rail&Fly ticket at a DB Travel Centre.

B) DB vending machine ticket

If the Rail&Fly tickets still state the original travel data after a change of booking or re-routing, the passenger has to take the printed Rail&Fly ticket to the nearest DB Travel Centre on the day of travel or maximum one day before, present the new flight schedule /itinerary and have the ticket altered. Failure to do so means, that the Rail&Fly ticket will not be valid on board the train.

7 Rail&Fly Refunds

Rail&Fly is a product offered by airlines to their passengers, so that not only the prices, but also the re-booking and cancellation conditions of Rail&Fly vary from airline to airline consequently. For more detailed information, please contact the airline concerned, to which a potential request for refund is addressed as well. If the passenger has already picked up a Rail&Fly ticket at a DB long-distance vending machine, this ticket has to be attached in the original to the refund application.

8 Passengers Travelling without a Rail&Fly Ticket

If a Passengeris unable to show his Rail&Fly ticket on aboard a train (e.g., owing to technical fault or loss), the conductor issues a subsequent fare collection or passenger has to purchase a new ticket. In that case, please send the following documents

█ The newly purchased ticket in the original (with bank account) or proof of subsequent fare collection

█ Screenshot of the booking history including the rail segment and copy of the pricing

█ Pickup Number

█ Flight ticket Number

█ Description of the occurrence

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directly to the airline concerned. The claim cannot be checked or processed without the above documents.

9 Delay of Trains – Passengers Rights

If a passenger makes claim for compensation due to delayed or cancelled trains, you can also (by passing the airline concerned) contact the ServiceCenter Fahrgastrechte of DB directly. For detailed information please refer to www.bahn.de/p/view/home/kontakt/fahrgastrechte-formular.shtml.

10 Contact in Case of Technical Irregularities

As Rail&Fly is a product offered by the airlines and sold via flight reservation system, Deutsche Bahn is una-ble to provide support. If you have any questions or problems, please contact the airline concerned directly.

In case of any irregularities with the issue, activation of the order numbers or the booking of the Online eTick-et, you can also contact AccesRail (info@accesrail.com, Tel: 001-514-733-4962, Fax: 001-514-733-5541), in English and German language. Please note that if your inquiry is submitted in German, it will take longer to process.

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Key Points of Rail&Fly eTicketing

█ Book the Rail&Fly segment corresponding to the flight segment (Please book the Rail&Fly segment to the departure airport for the same day as the flight departure date).

█ Journey times stated for the connections to/from QYG in the airline’s CRS are no real data and therefore are not valid. Please inquire about the current DB timetable times from a DB ticket outlet, DB-licensed agency, DB navigator app or at www.bahn.de

█ It is essential that you include the Rail&Fly segment when issuing the virtual air ticket. If the rail segment is not included in the pricing and the booking of the flight, no train ticket will be activated.

█ Inform your customers of all Pickup Numbers and the website www.rail-checkin.com (otherwise they will not be able to collect the Rail&Fly tickets).

█ Print out the flight schedule/itinerary for your customers.

█ Tell your customers about the information which is available at www.bahn.de/railandfly (ideally, print out the information).

█ Rail&Fly tickets cannot be printed until 72 hours before the start of the respective rail jour-ney.

█ The ticket type (collecting at vending machine or via internet) for outbound and return jour-ney may be different; at the desire of the passenger (Rail&Fly Amsterdam, Brussels, Liège and Zurich do not not have these options – only Online collection is available).

█ The “Lost Document” procedure does not apply, i.e. no refunds will be made if the passen-ger loses the Rail&Fly ticket which was printed at a DB vending machine.

█ Rail&Fly tickets which have not been used have to be sent in to the airline concerned on completion of the journey.

█ For information about customer complaints and requests for refunds, please refer to the in-formation for agencies (available at www.bahn.de/iataagents).

█ Support is provided only by the airline. In case of any irregularities in connection with Pickup Number or booking of Online eTicket, you can also contact AccesRail (info@accesrail.com, Tel. 001-514-733-4962, FAX 001-514-733-5541) in English and German language. Please note that if your inquiry is submitted in German, it will take longer to process.

Up-to-date information about Rail&Fly is available at

www.bahn.de/iataagents

Factsheet