1
Croatia Airlines
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Revenue
&
Network
Management
Subject: CROATIA AIRLINES NAME CHANGE POLICY – Summary
Date: 7JUN2024
To: Croatia Airlines Selling Offices, Selling Agents & GSA -
The Name change policy is already applicable to our customers with bookings on OU
operated flights and with tickets plated with OU/831 code, hence the purpose of this
document is consolidation of all previous versions of the Name change policy in order to
have all the necessary information in one place.
This policy applies for both online as well as the agent distribution channel. The
policy differs name changes and name updates as described below.
General information
For each passenger the title and full name according to travel documents must be
entered at the time of booking.
The policy applies for non-ticketed PNRs and for PNRs with tickets if the journey has not
commenced.
The policy applies with following restrictions:
Only for PNRs with OU operating live segments if booked under OU flight
number, no OAL segments in the PNR are permitted
If the ticket is issued in the PNR, changes or updates are allowed only for
OU/831 tickets
Definitions:
Name update:
Change of max three characters in passenger name element
Confusion of family name/first name (e.g. Joseph/Jansen Mr changed into Jansen/Joseph Mr)
Change of title (e.g. Jansen/Joseph Ms change into Jansen/Joseph Mr)
Adding DOB in name element (e.g. Jansen/Joseph Mr change into
Jansen/Joseph Mr (IDDOB02DEC97)
Name change:
Any change in the name element not mentioned under name update,
(e.g. change of passenger, inserting additional surname, adding middle name, change
nickname into a correct name, legal name change, etc.)
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Croatia Airlines
–
Revenue
&
Network
Management
If unclear, e.g. completely different first name (passenger has several First names) OU should
ask passenger for a proof of identity like a copy of passport or in case of marriage/divorce
copy of marriage/divorce certificate.
Conditions:
Before ticketing:
Name update:
No charge.
Name change:
Charge 20€ for name change.
For PNRs containing segments for travel only within Croatia charge €15 (VAT should not
be collected).
In case the ticket should be refunded, the name change fee remains non-refundable.
After ticketing:
Charge applies for all OU tickets if the itinerary contains at least one international sector
FARE
TYPE
EASY OPTI FLEX BWISE BUSY GROUPS REWARD ID/AD/ZED IT/NEGO/SEAMEN
Name
update
€ 70 € 40 FREE FREE FREE FREE
waiver
required
waiver
required
waiver required
Name
change
€ 120 € 70 € 40 € 120 FREE € 40
not
allowed
not
allowed
waiver required
Charge applies for all OU tickets issued for transportation wholly within Croatia
FARE
TYPE
EASY
OPTI
FLEX BWISE
BUSY GROUPS REWARD ID/AD/ZED IT/NEGO/SEAMEN
Name
update
€ 13 € 7 FREE
FREE
FREE FREE
waiver
required
waiver
required
waiver required
Name
change
€ 30 € 15 € 10 € 30
FREE € 7
not
allowed
not
allowed
waiver required
VAT must not be added to the charge.
If the waiver is required for your fare type, please contact your Croatia Airlines
Country manager.
Waivers are not possible for reservations/tickets marked with "not allowed". PNR must be
cancelled and a new reservation is required. After the ticketing refund policy as per fare
rule applies.
3
Croatia Airlines
–
Revenue
&
Network
Management
Procedures:
Online
Please contact our customer support at contact@croatiaairlines.hr
GDS Bookings
GDS Amadeus:
Before ticketing:
Issue EMD-S with RFISC code 0L7. Request a name change by sending e-mail to your
Croatia Airlines country manager not later than four working days prior to departure. EMD
must be shown in the PNR.
PNRs without EMD will not be processed for any reason.
After ticketing:
Create a new PNR with the correct name. Do not cancel old PNR prior to creating new
PNR with correct RBD with HK status. Contact your Country manager for the support in
obtaining seat confirmation.
Issue EMD-S with RFISC code 0L7. EMD must be shown in the PNR.
Reissue the ticket using the same RBD, same fare type, base fare and ROE as it is at
the original ticket. No rebooking fee required.
Cancel the old PNR to avoid a debit memo.
Other GDSs
Before ticketing:
Issue EMD-S for the required amount as per table above.
Create a new PNR with the correct name. Do not cancel old PNR prior to creating a new
PNR with correct RBD with HK status.
New PNR must be in the same RBD as the old one. Contact your Country manager for the
support in obtaining seat confirmation.
4
Croatia Airlines
–
Revenue
&
Network
Management
After ticketing:
Create a new PNR with the correct name. Do not cancel old PNR prior to creating new
PNR with correct RBD with HK status. Contact your Country manager for the support in
obtaining seat confirmation.
Reissue the ticket using the same RBD, same fare type, base fare and ROE as it is at the
original ticket. No rebooking fee required. Add the required amount for name change as
DU tax into the reissued ticket.
Cancel the old PNR to avoid a debit memo.
If you have any questions or suggestions, please contact your nearest Croatia Airlines
office or contact us via www.croatiaairlines.com
Thank you for your support!
CROATIA AIRLINES
Pricing, Distribution & Commercial Agreements Department
www.croatiaairlines.com
