Help & Contact

FAQ

FAQs for Travel Agents

Which flights, rail and shuttle services can be issued on a HR-169 ticket?
How do I apply for a Hahn Air (HR-169) ticketing authority?
Why should I and how do I use the Quick Check tool on the HR website?
  • Every Hahn Air partner airline is available for multi-airline ticketing; this means it can be issued in combination with other Hahn Air partner airlines on one HR-169 ticket. Most of them are available for single airline ticketing, too.
  • As the interline tables of your GDS can only show the generic relationship between Hahn Air and one partner airline, we do recommend you always use the Quick Check tool.

The Quick Check tool is located in the upper-right corner on www.hahnair.com.

  • Go to www.hahnair.com
  • Select your country of ticketing
  • Choose the carrier(s) you want to issue on HR-169 and click on “check” for confirmation. You can check a combination of up to five carriers by using the option ‘add carrier’. Please read the information and remarks shown in the result display carefully.
  • If you need a written confirmation, enter your contact details and we will send you the answer via email.
Do HR-169 tickets include an insurance cover in case of carrier insolvency?
  • HR-169 documents include Securtix® a unique insurance cover, which provides reimbursement in case of insolvency of the operating carrier.
  • Here you can find further information.
     
Which payment methods are accepted by Hahn Air?
  • Hahn Air accepts different payment methods (cash and credit card).
  • Please note that in some countries, certain forms of payment may temporarily be excluded due to local or market restraints.
  • Use the Quick Check on Hahn Air’s website to check available payment options in your country.
  •  Inform your customers that Hahn Air will debit their credit card / bank account.
Are there any rules for entering the ticket number?
  • Each carrier has its own format for entering ticket numbers. For details, please contact the respective partner carrier of Hahn Air directly.
  • Their contact information can be found in the section 'Partner Carriers' on Hahn Air’s website.
How do I confirm baggage issues, waiting lists or special requests (sports equipment, wheelchair, instruments, etc.)?
  • Hahn Air has no access to the reservation systems of partner carriers.
  • Please contact the operating carrier directly for any special requests, waiting lists and (lost) baggage issues.
  • Their contact information can be found in the section 'Partner Carriers' on Hahn Air’s website.
Where can I find information about the baggage rules?
  • Please go to the website of the respective partner carrier to find detailed baggage information. The contact information can be found in the section 'Partner Carriers' on Hahn Air’s website.
Is online check-in possible with a Hahn Air ticket?
  • In general, it is only possible to check in at the airport.
  • For tickets with the 2-letter code 5W immediately after issuing the HR-169 ticket you need to continue straight away with the Check-in for your client: Follow this link checkin.hahnair.com. Enter the last name of the passenger as well as the PNR Locator and continue.
  • It is mandatory to issue a boarding pass for 5W-Rail&Shuttle services.
If a private passenger has any questions, whom should he contact?
  • Please note that Hahn Air Service Desk is a support desk for travel agencies only. If you are a private passenger please contact the travel agency where you purchased the HR-169 ticket for any ticketing requests.
  • If your travel agent needs assistance, the agency can contact our Hahn Air Service Desk 24/7.
Does HR offer toll-free numbers to contact the Service Desk team directly?

Hahn Air offers toll-free numbers worldwide to contact the Service Desk team directly and free of charge by phone. Please check the availability of a toll-free number in your home country here.

Can non-IATA/IATAN agencies order tickets directly at Hahn Air?
  • No, Hahn Air tickets cannot be ordered by non-IATA/IATAN agents.
  • Your IATA/IATAN fulfilment partner can issue any HR-169 document for your booked passengers.
How will passengers be advised about passport, visa and health regulations?
  • It is responsibility of the passengers to get information about the visa and immigration regulations of the country they need to visit.
  • We recommend you to inform your client accordingly. More information can be found here.
How do I reissue if coupon (CPN) status is (U”) (unavailable)?
  • The coupon status first needs to be changed to “O”.
  • Please send an email to service@hahnair.com in order to get the CPN status changed accordingly.
  • Please make sure you always reissue according to the fare rules of each airline included in the ticket.
Is it possible to rebook the passenger and reissue the ticket if the customer does not accept the alternative flight option offered by the operating carrier?
  • Yes, you can rebook the passenger when complying with the following rules: it is compulsory to rebook the passenger only on the same airline, on the same departure date (or the next possible departure date) and in the same booking class.
  • You must not change the airline. Once you have rebooked, reissue the document and add the following text in the endorsement box "INVOL REISSUE DUE TO SC of xxxx (flight number/date)".
In case of an HR-169 ticket, how should I proceed if the operating carrier reschedules a flight or changes the departure times of the booked flights?
  • You need to reissue an HR-169 ticket in case of involuntary changes (operating carrier reschedules the flight) and this is free of charge. Please add the following text in the endorsement box “INVOL REISSUE DUE TO SC XXXX (flight number and date). Please also set an I-indicator in front of the fare calculation (I-XXX YY ZZZ40.00NUC40.00END).
  • All ticket details of the new ticket must match the ones from the original ticket. If you decide to rebook on a different airline (not the alternative given by the operating carrier), the new operating carrier will recalculate the ticket value and ask Hahn Air to collect an eventual fare difference via ADM (Agency Debit Memo) from the issuing agency.
  • If you receive a UN/UC without alternative, please kindly only rebook to the next available flight (before or after the cancelled one) if you get the same carrier, same booking class and same routing.
  • If you get an alternative which is inadequate for your passenger, please do not cancel it without contacting our Hahn Air Service Desk under service@hahnair.com as they will have to investigate if an involuntary refund can be granted or if the alternative given is considered as reasonable by the Operating Carrier and thus has to be accepted. In such case, a cancellation from your side would result in a voluntary action and a refund would be processed according to fare rules.
  • Please note that some airlines never authorise refunds in case of schedule changes and they require the usage of the ticket at a different date as the only option.
     
Can Hahn Air authorise a refund if an operating carrier makes a schedule change and no alternative flights are offered, or if the alternatives are not acceptable for the customer?
  • In general, a refund will be authorised for changes to the schedule over three hours and if no alternative flight options are available.
  • Please be aware that for some airlines this time frame may vary, please contact our service desk for support.
  • When the schedule change leads to a mismatch in connecting to an onwards flight, refund can only be authorized if both flights are issued on the same HR-169 document. Please cancel the booking before you apply for the refund.
Is revalidation of a Hahn Air (HR-169) ticket permitted?
  • Revalidation of tickets issued on HR-169 is technically not supported.
  • All Hahn Air (HR-169) tickets need to be reissued by the travel agency having issued the ticket originally.
Is it possible to make a name change on the PNR?
  • Hahn Air does not permit any name change unless the fare rules explicitly allow it. In such cases please contact our Service Desk under service@hahnair.com before you perform any change.
  • If the name is changed in the PNR, the agent exposes the passenger to the risk of being denied boarding by the operating carrier.
How do I proceed if an HR-169 ticket has been issued with a misspelled/ incorrect passenger's name?
  • Please create a new PNR with the correct name, (same itinerary, same airline, same date, not a lower fare basis), and reissue the ticket.
  • Don’t forget to cancel the original booking in your GDS!
  • In case the operating carrier requires a fee for the name correction, this must be collected at the moment when the ticket is reissued.
  • A name change to a completely new passenger is not allowed. In this case, the refund of the incorrectly issued ticket must be processed according to the fare rules.
  • Some airlines do not allow neither name corrections nor name changes.In this case please contact service@hahnair.com for further information.
How many characters can be inserted in the name box to issue a ticket?

If you are going to issue a ticket for a passenger with a long name, or just one name, please contact your GDS service desk for assistance.

Can a refund free of charge be approved for double issued tickets?
  • If two tickets were issued by mistake in the same PNR with identical fare, routing and flight dates for the same passenger name, please submit a refund application and attach all necessary documentation. No fee will apply in these cases.
  • In case of double tickets issued from different PNRs, the refund can be processed according to the fare rules.
How do I collect the penalty for rebooking?
  • All penalties will be collected under the DU tax code, ARC agents use CP code.
  • Exception for Brazil: Please collect the penalty fee as additional collection which has to be added to the TOTAL box of the new ticket. Amadeus users can issue an EMD to charge penalties.
Can a HR-169 ticket be voided within 24 hours?
  • Unless otherwise specified on the fare rules, to void an HR-169 ticket is only possible on the same day of issuance (not 24 hours).
  • If the void function is not available, please fill in a refund application request via BSP Link on the same day.
  • In case of U.S. (ARC), please send an email to accounting@hahnair.com.
Why should a refund be done via BSP Link?
  • Miscalculated refunds: due the high percentage of miscalculated GDS refunds and the fact that subsequently ADMs have to be issued, it is faster to process refunds directly via BSP, to avoid refund control. Please note that we charge EUR 30 per ticket for any ADM we have to issue for miscalculated refunds.
  • Refund of used tickets: we offer our electronic ticketing platform to ca 300 airlines. Sometimes it takes longer until the real coupon status is reflected in the ticket. This can lead agents to process the refund on used tickets. Please note that we charge EUR 90 per ticket for any ADMs issued for used tickets that have been refunded.
  • The refund processing via BSP link reduces the risk for agents to receive ADMs for miscalculated refunds and refunds of used tickets.
  • Our refund service is free of charge, and we grant the refund processing via BSP link within 14 days from the date of issuance of the refund applications.
How do I apply for a refund?
  • Please click here to obtain detailed information on how to process a refund for HR-169 tickets.
  • For any further support, you may contact Hahn Air Revenue Accounting Department at accounting@hahnair.com
  • ARC Users: Please refund tickets via the GDS. If this is not possible, please contact Hahn Air at accounting@hahnair.com
  • Refund Policy
What should be considered regarding involuntary refunds?

The affected flight segments must be canceled immediately, like all alternative segments. Otherwise, the refund may be only processed according to the fare rules.

How do I refund a ticket if the coupon (CPN) status in “U“ (unavailable)?
  • BSP Users: If you need to refund a HR-169 document, please apply for a refund via BSP Link even if the CPN status is “U”. There is no need to contact Hahn Air to have the CPN status changed.
  • ARC Users: Please send an email to accounting@hahnair.com for further instructions.
Why should the PNR History be attached to the Refund Application?

Hahn Air acts as a validating carrier hence access to the PNRs is mostly denied. To process your refund request correctly, PNR history is needed.

Questions about ADMs?

If you have any question regarding ADMs, please click here.

Which airlines can be booked under the H1 code?
  • Under the H1 code you can book flights with airlines that are normally not available in your GDS and issue them on HR-169 tickets.
  • H1-Air (Hahn Air Systems) offers additional airline and charter content. Click here to find all H1-Air partners.
How do you issue a ticket for a route available under the H1 code?
  • Use our usual reservation and ticketing process.
  • Book the desired H1-Air route(s) in your GDS.
  • Perform automatic pricing with Hahn Air (HR) as validating carrier and issue the HR-169 ticket.
In which GDSs and markets are flights under the H1 code available?

The flights of the H1-Air partner airlines are available worldwide in all GDSs (Abacus, Amadeus, Apollo, Axess, Galileo, Infini, Sabre, Sirena, Travelsky, Worldspan) under the two-letter code H1 and can be issued on the Hahn Air HR-169 ticket.

Can multiple H1-Air partners be included on one ticket?
  • Yes, multiple H1-Air partners can be included on a single HR-169 ticket.
  • However, a 5W-Rail&Shuttle partner cannot be displayed with an H1-Air partner on the same ticket.
  • Please note that in some cases different airlines have different baggage allowances. For further details please go to the website of the respective partner carrier to find detailed baggage information.
Can I also apply the Hahn Air ADM waiver in an H1-Air booking?

Yes, as they are issued on a HR-169 ticket.

How can the passenger tell with which H1-Air partner he is travelling?
  • The travel agency must clearly indicate the operating carrier when issuing the ticket.
  • The operating carrier is the airline/rail/shuttle company that operates the flight/journey.
  • Hahn Air is not the operating carrier for connections available under the H1 code.
  • The travel agency can find all information about the operating carrier(s) as well as further details (e.g. flight numbers, departure times) of booked H1-Air flights by generating the H1-Air travel details here. The information can be printed, downloaded as a pdf and forwarded to the passenger via email.
What if H1-Air passengers want to travel with pets?

For any enquiries regarding pets please contact our Service Desk.

Who should passengers turn to should they have questions while travelling?
  • To the operating carrier. The operating carrier is the airline/rail/shuttle company that operates the flight/journey. Hahn Air is not the operating carrier for connections available under the H1 code.
  • Should the operating carrier not be able to help, the customer must contact his travel agency. If the travel agent needs assistance, the agency can contact the Hahn Air Service Desk for assistance.
How can I access my H1-Air Travel Details?

Simply enter the following information into the correct fields of the H1-Air Travel Details page:

  • Fill in the field marked 'Last name' with the surname (last name) of one of the passengers with a reservation.
  • Fill in the field marked 'Booking reference or ticket number' with either the 5 to 8 digit, alphanumeric record locator (often called booking reference/number/code or PNR) or with the 13 digit, numeric ticket number. A Hahn Air ticket number will always begin with 169 followed by 10 numbers.
  • Don't forget to agree to the Terms and Conditions before hitting the "Search" button.
  • Please note that you can only access bookings that have been made under the H1 code.
Which partners can be booked under the 5W code?
  • You can book rail and shuttle partners that are normally not available in your GDS and issue them on HR-169 tickets.
  • 5W-Rail&Shuttle enables access to international rail and shuttle connections.
  • Click here to find all 5W-Rail&Shuttle partners.
How do you issue a ticket for a route available under the 5W code?
  • Use our usual reservation and ticketing process.
  • Book the desired 5W-Rail&Shuttle route(s) in your GDS.
  • Perform automatic pricing with Hahn Air (HR) as validating carrier and issue the HR-169 ticket.
  • An online check-in is mandatory.
  • Carry out online check-in at checkin.hahnair.com on behalf of your customers and generate the PDF, which can be printed out or emailed to the customer to print. Additional information about the process can be found on our website.
Does the passenger have to bring a printed boarding pass if he has a ticket for a 5W-Rail&Shuttle partner?
  • Yes, a printed boarding pass must always be brought along. It is not sufficient to have a PDF on a mobile device.
  • A mobile boarding pass is currently not available.
How do I generate a boarding pass for my customer when I have issued a ticket for 5W-Rail&Shuttle services?
  • Carry out online check-in  on behalf of your customers and generate the PDF, which can be printed out or emailed to the customers to print themselves.
  • Additional information about the process can be found on our website.
Can multiple 5W-Rail&Shuttle partners be included on one ticket?
  • Yes, multiple 5W-Rail&Shuttle partners can be included on a single HR-169 ticket.
  • However, a 5W-Rail&Shuttle partner cannot be displayed with an H1-Air partner on the same ticket.
  • Please note that in some cases different airlines have different baggage allowances. For further details please go to the website of the respective partner carrier to find detailed baggage information.
Can I also apply the Hahn Air ADM waiver in an 5W-Rail&Shuttle booking?

Yes, as they are issued on a HR-169 ticket.

How can the passenger tell with which 5W-Rail&Shuttle partner he is travelling?
  • The travel agency must clearly indicate the operating carrier when issuing the ticket.
  • The operating carrier is the airline/rail/shuttle company that operates the flight/journey.
  • Hahn Air is not the operating carrier for connections available under the  5W code.
Who should passengers turn to should they have questions while travelling?
  • To the operating carrier. The operating carrier is the airline/rail/shuttle company that operates the flight/journey. Hahn Air is not the operating carrier for connections available under the 5W code.
  • Should the operating carrier not be able to help, the customer must contact his travel agency. If the travel agent needs assistance, the agency can contact the Hahn Air Service Desk for assistance.
How do I make group reservations?

Use the group request form here or send an email to hr-groups@saspo.com. In the case of email requests, we require the the group name, number of air passengers as well as your complete contact details. In the case of email requests, we require the desired flight times, routes, number of air passengers and group name, as well as their complete contact details, addresses and, if available, their IATA number. 

Does Securtix® insolvency protection also apply for group tickets?

Insolvency protection applies for all group tickets. For flights booked on Hahn Air’s partner airlines and issued on HR-169 tickets the passengers are automatically insured via Hahn Air’s service Securtix®. For all flights booked on other airlines and not issued on HR-169 tickets, Saspo Direct will take over the costs involved with airline insolvency, similar to that of Hahn Air’s service Securtix®.

More about Securtix®

Can group tickets be issued via the travel agency?

All group tickets may only be issued by Saspo Direct GmbH following receipt of payment. The travel agency will receive the ticket numbers via email or fax.

Which payment options are available for group tickets?

Group tickets can be paid for either via invoice or credit/debit card (American Express, Visa, MasterCard or HR e-Payment). Please note that any bank fees incurred shall not be assumed in the case of bank transfers. A 2,5% bank charge will be added to the invoice amount in the case of CC payments. Tickets are only issued following receipt of full payment.

 

Why am I not able to enter my user account if the registration form has already been submitted?

Once the form is filled in and you hit 'Register' you receive an automatic confirmation email which contains a link to activate your account. After clicking on it you will be able to enter and use your account for the first time. If you haven’t received the confirmation email yet, please check your spam folders.

What is 'My Hahn Air' ?

My Hahn Air is the password-protected section of Hahn Air’s website for registered agents only.

How do I benefit as a registered agent?
  • You will receive an ADM-waiver for your agency which in turn allows you to waive one ADM (Agency Debit Memo) per year relating to HR-169 e-ticketing.
  • You will be kept informed via the HR Newsletter on the latest Hahn Air news.
  • You can use our prefilled forms to simplify your daily tasks with Hahn Air.
How can I register on Hahn Air’s website?

Simply fill out our registration form

Does registering with Hahn Air’s website involve any costs?

No. Registration is completely free of charge.

I forgot my password, how can I get a new one?

Simply use our 'Forgot your password' function in the login box.

How do I apply for an HR e-Payment Account?

Simply register on our website and go to the HR e-Payment section under “My Hahn Air” and apply for an HR e-Payment Account free of charge.

Does the application and usage of an HR e-Payment Account involve any costs?

No, it is 100% free of charge.

What is the limit for loading an HR e-Payment Account?

The lower limit is a sufficient amount of money to cover a booking. There is no upper limit.

How do I check the balance of my HR e-Payment Account?

The balance and details of each transaction can be checked when you log into your personal DataMineSM account on our website. Just log into 'My Hahn Air ' and visit 'HR e-Payments'.

How can I charge credit on the HR e-Payment Account?

Via SWIFT and via our payment page. Just log into 'My Hahn Air ' and visit 'HR e-Payment'.

How long does the authorisation via swift take?

Within the EU it usually takes one working day (two days for paper-based payment transactions) and four days if your transaction is not made in Euro. For transactions outside the EU please contact your local bank for details.

What is the cost of a transaction?

Costs differ in various countries. Please contact your local bank for details.

Does Hahn Air use agencies’ money to generate business?

No, the money is stored on the travel agency’s bank account hosted by Partner Bank. Hahn Air does not have any access to this.

To check carriers banned within the EU please visit the EU Air Safety List.

FAQs for Private Passengers

Can I buy a ticket with Hahn Air?

Hahn Air is a B2B (business to business) company. We offer distribution services exclusively to travel agents and air, rail and shuttle companies, not directly to passengers. To purchase a Hahn Air ticket please contact an IATA travel agency or an online booking portal of your confidence and choice.

Why do I have a ticket issued by Hahn Air?
  • Hahn Air is a ticketing service provider that enables travel agencies to sell transportation services of 300 air, rail & shuttle partners worldwide.
  • As a service provider, Hahn Air acts as a B2B company. Travel agencies can use the Hahn Air document/ticket (starting with 169-…. followed by a 10-digit number) to issue such services for their customers. Payments are made via the travel agencies.
What should I do if I if I don’t understand why my credit card is charged by Hahn Air?
  • Hahn Air has agreements with around 300 transportation companies. If you purchased a ticket within your last statement period on a Hahn Air partner airline the ticket could have been issued on Hahn Air document. Payments are done through the travel agencies, however Hahn Air appears on the credit card statement as the validating/ticketing carrier. Usually a ticket number is linked to each transaction. Within the credit card statement, a 13-digit ticket number (starting with 169-… followed by 10 more digits) should have appeared with your transaction.
  • If you are sure that you have not booked a Hahn Air service via a (online) travel agency, please contact your bank for further investigation.
I have a ticket with a H1 flight but I cannot find the check-in on your webpage. How can I check-in online?

All H1 flights are operated by another operating carrier, not by Hahn Air. You need to verify if it is possible to check-in online on the operating carrier’s webpage. Some webpages do not recognize the Hahn Air ticket number and it is only possible to check-in at the airport. If you don’t know who the operating carrier for your flight is, please contact your travel agency.

Is it possible to check-in online with a Hahn Air ticket?

For flights not showing H1, you should always try to check-in online on the operating carrier’s webpage. Some webpages do not recognize the Hahn Air ticket number and it is only possible to check-in at the airport. If you don’t know the operating carrier for your flight, please contact your travel agency.

Who should I contact if I need to change the date of my flight or if I want to cancel my itinerary?

You need to contact the travel agency or booking portal where your ticket was purchased. Hahn Air does not change itineraries, reissue ticket or process any refunds. Your travel/online agent will process the rebooking/refund according fare rules.

My name is not correct on the booking/ticket. How can I correct it?

To correct the name in the booking it is necessary to contact the travel agency with whom you purchased the ticket. They will be able to check if a correction is possible or not.

In the case of a flight cancellation how do I apply for the refund of the ticket?

In order to request a refund it is necessary to contact the travel agency where the ticket was purchased, since the payment was made to the travel agency. Because of technical reasons the travel agency should apply for the refund.

Who should I contact in case of flight changes (departure time or date) or cancellations from the operating airline?

You need to contact the travel agency or booking portal where your ticket was purchased. Hahn Air does not change flights or cancel them. This is done by the airline that operates the flight (operating carrier). Only your (online) travel agency is able to process the rebooking/ refund of the ticket.

How do I book a special assistance request (e.g. seat assignment, special meal request, traveling with pets, etc.)?

As a ticketing carrier, Hahn Air is not entitled to assist directly regarding such issues. Please refer your request to your travel agency or the operating carrier directly.

How can I find the baggage allowances for my flight? Is it possible to pay for extra-luggage?

As a ticketing carrier Hahn Air is not entitled to offer assistance regarding baggage issues, these are determined by the operating carrier. Please contact your travel agency or the operating carrier directly.

How do I add my frequent flyer account to my booking?

Hahn Air is a ticketing carrier. As such, we are not able to add any frequent flyer account to your booking. Please refer to the operating carrier to check if the frequent flyer program you are a member of is eligible to accrue mileage on your ticketed flights. You may also contact your travel agency for assistance on this.

What do I do if the travel agency referred me to Hahn Air?

Hahn Air is a B2B company not B2C; please insist that the travel agency contact us. If you are not sure about which travel agency you purchased the ticket with, please send us the ticket number starting with 169-… followed by a 10-digit number and we will try to point you in the right direction.