VERSION 5 | FEBRUARY 2019

(replaces version 4)

The oneworld Alliance Staff Training Booklet

Welcome

As an employee of a oneworld member airline, you

play an important role in helping to fulfill the alliance’s
promise of designing and delivering the best possible
seamless travel experience to our customers.

As an alliance, our goal is to manage the

customer at the FIRST POINT OF CONTACT

What is oneworld?
oneworld brings together 13 strong airline brands, providing
services, benefits and value to our customers.
oneworld member airlines:
• have developed a set of benefits for premium
customers that start from the time of booking
through to the airport experience, inflight, until
the customer arrives at their final destination.
• are committed to delivering these benefits consistently to be
the best in class, in standards, service and quality.
These benefits create the alliance premium proposition.
Premium customers expect to receive these benefits when travelling
on any oneworld member airline.

Two decades. 13 airlines. One bright alliance.

Create the world’s most seamless and rewarding
Vision traveller experience between member airlines
Deliver benefits beyond individual member offerings, to
Mission gain and retain high value international business travellers
Members Travellers
Principles • Build advocacy, influence choice • Receive benefits that
and grow revenue with key enhance service with
segments member airlines
• Simplify member delivery, • Get recognised for
remove operational complexity their status in new
and reduce cost innovative ways
• Leverage technology to provide • Integrate oneworld
better customer service, create with their digital lives
innovative new products and
services and scale up successes

oneworld Airline Members and Affiliates

In addition to the oneworld member airlines, there are a number of

oneworld affiliate airlines that help extend the reach of our network
to even more global destinations.
These affiliates offer the full range of oneworld services and
benefits in conjunction with individual oneworld member airlines,
meaning, our customers can enjoy even greater choice and
flexibility when they fly with oneworld.
Full member Code Affiliates Code
American Eagle (including flights operated on its behalf by Compass Airlines, Envoy
AA AA
Mesa Airlines, Piedmont Airlines, PSA Airlines, Republic Airlines, SkyWest Airlines)
BA BA CityFlyer, British Airways (BA) Limited, Comair, SUN-AIR BA
CX Cathay Dragon KA
AY Nordic Regional Airlines AY
IB Iberia Express, Iberia Regional Air Nostrum IB
JAC Japan Air Commuter JN
JTA Japan Transocean Air NU
RAC Ryukyu Air Commuter RC
JAR J-AIR JL
JAC Hokkaido Air System JL
LATAM Airlines Argentina 4M
LATAM Airlines Colombia 4C
LATAM Airlines Ecuador XL
LA
LATAM Airlines Peru LP
LATAM Airlines Brazil JJ
LATAM Airlines Paraguay PZ
MH No affiliates
QantasLink: Airlink (National Jet Systems), Eastern Australia Airlines, Jetconnect, QF
QF Network Aviation, Sunstate Airlines
QR No affiliates
RJ No affiliates
S7 Globus S7
UL No affiliates

What is Your Role in Delivering the Premium Proposition?

• Deliver oneworld’s products

and services consistently
• Recognise oneworld premium
customers when travelling on
your airline
• Treat the other members’ top
tier frequent flyers the same as
you would treat your own
• Work together as a team, stay
globally connected and make
customer-focused decisions

oneworld Frequent Flyer Top Tier Benefits

A top tier frequent flyer member status is identified
by a gemstone symbol displayed on the frequent
flyer cards. The tier status is also printed on the
boarding card.
The chart below lists the benefits offered by all member
airlines to all oneworld top tier frequent flyers.
EMERALD
Notes:
• Access to preferred or pre-reserved seating is in accordance with the
airline operating the flight. SAPPHIRE
• Priority baggage handling is not available on flights operated by
British Airways.
• Fast track security is available at select airports.
RUBY
Exceptions may apply. For full details see oneworld.com or eworld.

Emerald frequent flyers, travelling on any oneworld

member, have the following additional baggage allowance
over and above their ticketed baggage allowance:
Access to Business • When travelling on the weight system –
Class priority check-in an additional 20kgs (44lbs)
Access to preferred or • When travelling on the piece system: one (1) additional bag
pre-reserved seating
Priority on waitlists Sapphire frequent flyers, travelling on any oneworld
and when on standby member, have the following additional baggage allowance
Access to Business over and above their ticketed baggage allowance:
Class lounges • When travelling on the weight system on an
Priority boarding international or domestic itinerary - 15 kgs in addition
to the ticketed Economy baggage allowance.
Extra baggage • When travelling on the piece system on any international
allowance
or domestic itinerary – one (1) additional bag, weighing
Priority baggage up to 23 kgs, up to a maximum of two pieces
handling
¡¡On purely domestic itineraries, using the baggage
Fast track at
security lanes
allowance “piece” system, with no ticketed baggage
entitlement - the assurance of one piece of checked
Access to First Class
priority check-in
baggage, weighing up to 23 kgs.
¡¡Note: This benefit is not available on British Airways
Access to First Class
lounges ‘Hand Baggage Only’ fares on select short-haul routes.

Frequent Flyer Tiers & Cards

Emerald Sapphire Ruby
Airline

American Airlines
AAdvantage
Concierge Key Executive Platinum Platinum Pro Platinum Gold

British Airways
Executive Club
Gold Silver Bronze

Cathay Pacific
Marco Polo Club
Invitation Diamond + Diamond Gold Silver

Finnair
Finnair Plus
Platinum Lumo Platinum Gold Silver

Iberia
Iberia Plus
Singular Infinita Platino Gold Silver

Japan Airlines
JAL Mileage Bank (JMB)
JAL Global Club (JGC) JMB Diamond JGC Premier JMB Sapphire JGC Sapphire JGC Crystal JMB Crystal

LATAM
LATAM Pass
Black Signature Black Platinum Gold

LATAM Fidelidade
Black Signature Black Platinum Gold Plus Gold

Malaysia Airlines
Enrich
Platinum Gold Silver
Qantas
Qantas Frequent
Flyer Chairman’s Lounge Platinum One Platinum Gold Silver

Qatar
Privilege Club
Platinum Gold Silver

Royal Jordanian
Royal Club
Hawk Sparrow Jay

S7
Priority
Platinum Gold Silver

SriLankan Airlines
FlySmiLes
Platinum Gold Classic

Lounge Access Policy

Top tier frequent flyers are offered exclusive access to premium airport
lounges around the world on the day of a departing flight, marketed and
operated by any oneworld member airline, regardless of cabin class being
flown (exceptions are noted below).
oneworld lounge access policy
oneworld Class of Eligibilty Lounge
tier status travel Customer Guest First Business
EMERALD F
J/C
YP
Y
SAPPHIRE F
J/C
YP
Y
RUBY F
J/C
YP
Y
No tier status F
No tier status J/C
Notes: To gain access to a lounge: Eligible frequent flyer programme members must show their
frequent flyer programme membership card and a valid ticket and/or boarding card for a departure
marketed and operated by any oneworld airline from that city on that day • First or Business Class
customers must show a valid ticket and/or boarding card for a departure marketed and operated
by any oneworld airline from that city on that day • Infants (under the age of two) are permitted
lounge access with the eligible oneworld customer and will not be registered as a Guest.
At peak periods, access to some lounges may be restricted because of capacity constraints. Access
may not apply at a limited number of lounges operated by third parties. Lounge access is not
available to American Airlines’ AAdvantage members travelling on wholly North American itineraries
(within the USA, Canada, Mexico (except Mexico City), Bermuda, Bahamas and the Caribbean).
Code-share flights carrying the codes of oneworld member airlines but operated by non-oneworld
airlines do not offer oneworld services and benefits. American Airlines and Qantas offer programmes
enabling a customer to pay to gain access to their lounges. These lounge members do not
automatically gain access to other oneworld carrier lounges as part of the oneworld agreement,
but may qualify based on oneworld lounge access rules. Access to arrivals lounges, BA’s Concorde
Lounges, pre-flight dining and spa facilities is not covered by oneworld agreements.
 Member Airline Baggage Policies
Each oneworld member has its own policy for check-in and carry-on baggage.
In addition, Emerald and Sapphire cardholders are entitled to an additional
check-in baggage allowance, *refer to the frequent flyer top tier benefits table.
For notes and exceptions, highlighted by the * symbol in the chart below,
please see details below the chart.
Airline First Class Business Class Premium Economy Economy Emerald Sapphire Ruby
2 pieces (23 kgs)*3/4 CONCIERGE KEY/ PLATINUM PRO/
3 pieces 2 pieces 2 pieces EXECUTIVE PLATINUM PLATINUM GOLD
3/4 Baggage charges Waived checked bag Waived checked bag
(32 kgs each)*1 (32 kgs each) (23 kgs each)*2 may apply for the charges, and 1 additional
Waived checked bag charges for one piece
first/second piece charges for two pieces
piece (32 kgs)
CLUB WORLD/ WORLD WORLD GOLD SILVER
3 pieces EUROPE TRAVELLER PLUS EURO TRAVELLER A minimum check baggage
1 additional free bag allowance of two pieces BRONZE
(32 kgs each) 2 pieces (32 kgs each) 2 pieces (23 kgs each)*5 1 piece (23 kgs)*5/6/7/8/9 (32 kg) (32 kgs each)
INVITATION/ GOLD SILVER
50 kgs*10 40 kgs*10 35 kgs*11 30 kgs*12 DIAMOND +/DIAMOND 1 additional piece (23 kgs) An additional 10 kgs if
1 additional piece (23 kgs) or an additional 15 kgs on the weight system
or an additional 20 kgs
2 pieces 1 piece PLATINUM LUMO/ GOLD SILVER
Not applicable Not applicable PLATINUM 1 additional piece (23 kgs) 1 additional piece (23 kgs)
(23 kgs each)*13 (23 kgs)*14 1 additional piece (23 kgs)
SINGULAR/ GOLD SILVER
2 pieces 2 pieces 1 piece INFINITA/PLATINO Free excess baggage and Free excess baggage and
Not applicable (32 kgs each)*15 (23 kgs each) (23 kgs)*16/17/18/19 Free excess baggage and 1 additional piece (23 kgs) 1 additional piece (23 kgs)
an 1 additional piece (23 kgs) when allowance is 0 to 1 bags when allowance is 0 to 1 bags
JGC/JMB/ JMB SAPPHIRE
3 pieces 3 pieces 2 pieces 2 pieces JGC PREMIER/ JGC SAPPHIRE/ JMB CRYSTAL
(32 kgs each) (32 kgs each) (23 kgs each) (23 kgs each) JMB DIAMOND JGC CRYSTAL 1 additional piece
(32 kgs)*20
1 additional piece (32 kgs) 1 additional piece (32 kgs)

3 pieces 3 pieces 0-2pc BLACK SIGNATURE/ PLATINUM

Not applicable BLACK GOLD PLUS/
(depending on the fare/
(23 kgs each) (23 kgs each)
each piece up to 23 kg) 1 additional piece (23 kgs)
1 additional piece (23 kgs) GOLD

PLATINUM GOLD SILVER

50 kgs*21 40 kgs Not applicable 30 kgs*22 An additional 100% An additional 50% An additional 5 kgs if
baggage allowance on top baggage allowance on top on the weight system
of the travel entitlement of the travel entitlement
CHAIRMAN’S LOUNGE GOLD SILVER
PLATINUM ONE/PLATINUM An additional 19 kgs An additional 12 kgs
50 kgs*23 40 kgs*23/24 40 kgs*25 30 kgs*25/26/27/28 An additional 20 kgs above above the fare classes above the fare
the fare classes allowance*29 allowance*30 classes allowance*30
PLATINUM
An additional 20 kgs on GOLD SILVER
50 kgs*31/32/33/34 40 kgs*31/32/33/34 Not applicable 30 kgs*34/35/36/37 the weight system or an An additional 15 kgs if An additional 10 kgs if
additional piece (32 kgs) on the weight system on the weight system
on the piece system
CROWN 1 piece PLATINUM HAWK GOLD SPARROW SILVER JAY
Not applicable 1 piece at 30 kgs and Not applicable 1 additional piece 1 additional piece 1 additional piece
1 piece at 23 kgs*38 (30 kgs)*39 (32 kgs) (23 kgs) (23 kgs)
up to 32 kgs up to 23 kgs PLATINUM GOLD SILVER
Not applicable 1pc-2 piece Not applicable 0-1 piece 1 additional piece (25 kgs) 1 additional piece (15 kgs) An additional 5 kgs
(depends on the fare) (depends on the fare)
PLATINUM GOLD CLASSIC
1 additional piece 1 piece 1 piece
Not applicable 40 kgs*40 Not applicable 30 kgs*41 (irrespective of (when ticketed (when ticketed
ticketed allowance) allowance is 1 piece only) allowance is 1 piece only)

Airline Exc. # Exception

Except on two Class Domestic flights, where the allowance is 2 pieces

AA 1 (32 kgs each)
Except to/from Domestic US/PR/VI and Canada, Mexico, Caribbean, Central
AA 2 America, and Colombia/Ecuador/Guyana/Venezuela, where bag charges
may apply
Except To/From South America (excludes Colombia/Ecuador/Guyana/
Venezuela) and Transpacific, where customers receive 2 free pieces. Except
AA 3 To/From Transatlantic, Colombia, Ecuador, Haiti, Panama, San Salvador and
Venezuela, where customers receive 1 free piece. Except To/From Cuba if the
customer originates their journey in Cuba
Except Basic Economy fares where bag charges apply for the first and
AA 4 second piece
BA 5 Except to and from Brazil, which has an allowance of 1 piece total, 23 kgs each
Except to and from West Africa and Kenya, which has an allowance of
BA 6 2 pieces total, 23 kgs each
Except connections between India and USA/Bermuda/Canada, which have
BA 7 an allowance of 2 pieces total, 23 kgs each
Except journeys that originate in Saudi Arabia going to USA/Bermuda/
BA 8 Canada, which have an allowance of 2 pieces total, 23 kgs each. Except to
and from Japan, which has an allowance of 2 pieces total, 23 kgs each
BA 9 Except to and from Japan, which has an allowance of 2 pieces total, 23 kgs each
For most flights, (except Americas/Auckland), Emerald (Diamond)/Sapphire
(Gold) have additional 20 kgs/15 kgs +1 additional piece (up to 3 pieces,
CX 10 weight within Free Bag Allowance). There is extra allowance for Silver
members (+10 kgs), but does not apply to Ruby members
To Americas, Emerald (Diamond) have 1 additional piece (up to 3 pieces),
CX 11 Additional 1 piece also applies to Gold Members, but not for Sapphire members
To New Zealand, Emerald (Diamond) have 1 additional piece (up to 3 pieces),
CX 12 Additional 1 piece also applies to Gold Members, but not for Sapphire members
Except to and from Asia, which has an allowance of 3 pieces total,
AY 13 23 kgs each
Flights to/from Japan, all Economy Class tickets 2 piece allowance, Economy
AY 14 Pro/Flexible 2 piece allowance, Economy Value/Basic ticket 1 piece allowance,
Economy Light (Europe/Middle East) 0 piece allowance
Except on Business Fares on flights to and from Central America, South America,
IB 15 Asia and South Africa which have an allowance of 3 pieces total, 32 kgs each
IB 16 Except Basic Economy fares which have 0 pieces allowance
China and Japan have an allowance of 2 pieces in all Economy fares
IB 17 (23 kgs each)
Brazil and Colombia have an allowance of 2 pieces in Economy (23 kgs each)
IB 18 except on Basic Economy fares which have 0 pieces allowance
Senegal has an allowance of 2 pieces in Economy (23 kgs each) except on
IB 19 Basic Economy fares which have 1 piece allowance
Except Premium Economy and Economy class, which can apply 1 additional
JL 20 piece/23 kgs
First Class, rebranded to Business Suite, product offerings are the same as
MH 21 First Class
Free Bag Allowance for Economy class is 30 kgs. However, FBA of 20 kgs is
MH 22 applicable for passenger travelling on Economy Class within MH Domestic routes
QF 23 Except the piece based system which allows 3 pieces up to 32 kgs each
QF 24 Except domestic services, which allows 2 pieces up to 32 kgs each
QF 25 Except the piece based system which allows 2 pieces up to 32 kgs each
QF 26 Except domestic services which allows 1 piece up to 23 kgs
Except domestic services operated by a Bombardier Dash-8 aircraft which
QF 27 allows 1 piece up to 23 kgs
Except domestic services operated by a Bombardier Dash-8 aircraft to/from
QF 28 Lord Howe Island is 1 piece up to 14 kgs. Baggage above 14 kgs and up to
23 kgs may not travel on same flight due to aircraft weight restrictions
Except the piece based system which allows an additional piece up to 32 kgs
QF 29 above the fare class allowance in all classes
Except the piece based system which allows an additional piece up to 23 kgs
QF 30 in Economy and Premium Economy and an additional piece up to 32 kgs in
Business and First above the fare class allowance
Except QR operated flights between Brazil and Argentina, which have an
QR 31 allowance of 2 pieces total, 32 kgs each
Flights to/from Brazil Y class, 2pieces at 23 kgs each.Flights to/from
QR 32 Argentina, Canada are allowed F/C class: 2pieces at 32 kgs each and Y class:
2 pieces at 23 kgs each
Except QR operated flights between Doha and Casablanca, which have an
QR 33 allowance of 60 kgs
QR 34 Except to and from Africa, which has an allowance of 65 kgs
Except to and from Brazil, Argentina and North America, which has an
QR 35 allowance of 2 pieces total, 23 kgs each
Except QR operated flights between Doha and Casablanca, which have an
QR 36 allowance of 45 kgs
QR 37 Except to and from Africa, which has an allowance of 45 kgs
From/to North America, Cairo, Khartoum and KSA which has an allowance of
RJ 38 2 pieces total 32 kgs each
From/to Europe (except Copenhagen) and from/to Tunisia, the allowance is
RJ 39 one piece up to 23 kgs. From/to North America, Cairo, Khartoum and KSA
which has an allowance of 2 pieces total 23 kgs each
Except to and from The Americas, which has an allowance of 2 pieces total,
UL 40 23 kgs each
Except to and from The Americas, which has an allowance of 1 piece total,
UL 41 23 kgs

oneworld connect
oneworld connect provides an avenue of growth and increased
revenue for the oneworld alliance, whilst delivering more customer
benefits and an even smoother, seamless global travel experience
for the frequent flyer.
oneworld connect enables us to link up with other airlines whose
networks are relevant to a subset of our members, without
becoming a full oneworld member.
oneworld connect partner oneworld connect sponsors
Fiji Airways (FJ) American Airlines (AA)
British Airways (BA)
Cathay Pacific (CX)
Qantas (QF)

oneworld connect Customer Services and Benefits

Extended by oneworld connect Offered between oneworld connect
partners to eligible customers from partners and their oneworld sponsors
all oneworld members
• Access to priority check-in desks • Through check-in of bags and passengers
for all oneworld Emerald, Sapphire • Earn mileage rewards1
and Ruby frequent flyers • Earn frequent flyer status points1
• Priority boarding for all oneworld • Access to select lounges at key airports
Emerald and Sapphire frequent for premium and top-tier customers
flyers • Additional services and benefits may
be offered on a bilateral basis
1
For oneworld connect frequent flyers only if the airline offers a frequent flyers programme

**oneworld connect sponsor airlines, please refer to your airline’s

internal reference tools for detailed oneworld connect partner benefits

oneworld Statistics
Daily
oneworld airlines Destinations Countries
Departures
Fleet

1,010 159 13,796 3,571

345 56 6,985 1,533
200 75 950
315
125 40 600
34 99 440 179
141 58 360 80
78 20 827 231
143 27 1,208 316
58 21 265 80
85 16 847 214
160 76 360 199
53 33 94 24
203 30 260 100
39 22 70 21

‘How can you support a oneworld customer?’

• Disruption handling: all oneworld airlines should accept any
other oneworld airline tickets regardless of fare type, airline
restrictions, or endorsements.
• The Endorsement Waiver Agreement (EWA), signed by all
oneworld airlines, allows member airlines to process each
other’s published fare tickets including:
• voluntary re-routing
• involuntary re-routing
• net fare tickets
• When customer baggage is delayed or lost,
open a claim in SITA WorldTracer.

Where to Find Help

• Refer to your airline information pages,
reference material, web and manuals.
• Ask supervisors/local on-site experts.
• Call your airline’s oneworld Help Desk.

What is the oneworld oWL Help Desk?

The oneworld Help Desk (oWL) helps frontline
employees deliver oneworld services and benefits to our customers.
Frontline staff can contact their oneworld Help Desk by
telephone or email.
oWL Help Desks do not have direct contact with customers
or travel agents.

oWL CAN HELP WITH: oWL CANNOT HELP WITH:

• Updating coupon status • Redemption and tracking of
• Validating frequent flyer status frequent flyer points or award
tickets
• Servicing/changing itineraries • Baggage - lost/mishandled/
• Verifying flight information damaged/tracing
• Handling special customers • Load control or yield/revenue
• Booking reconfirmation management inquiries
• oneworld Explorer Fares • Waitlist checking or clearing
• Seat allocation • Inclusive holiday packages or
tours, for bookings or servicing
• Checking status of reservations • Staff travel
• Reissuing tickets • Non-oneworld enquiries
• Flight disruption recovery • Airport operational system entries
• Re-instating flight segments • Hardware or software system
problem reporting

Reference Tools:

1. oneworld.com
2. Your airline website
3. eworld (access your airline intranet and click on the
oneworld orb to access eworld, oneworld’s intranet)
4. Your oWL Help Desk