Jet Airways Travel Service Provider Articles of Participation 04 January 2019

Transcription

1 Jet Airways Travel Service Provider 04 January 2019 Document Status V1.7

2 Version Control : Version Last Modified Date Reason for Amendement Apr-2018 Final Legal updates and Go Live version July-2018 Fictitious Booking/Ticketing amendement Introduction of Admin Fee Introduction of GST (POS India) Aug-2018 Section 6.0 Move ADM Policy from legacy web posting location Section Amending bookings post ticket voiding Section Revised No Show Policy Définitions updated Jan-2019 Section Revised No Show Policy 2

3 Table of Contents 1. Introduction Definitions Validation to Sell Jet Airways (589) Plated Tickets Duties of Travel Service Providers No Redistribution of Jet Airways Content Prohibition of New Online Distribution Transparency in Display of Fares Convenience Fees and Merchant Expense GDS Booking Policy Policy Best Booking Practices Ticketing Policy Policy Violations Debit Memo Process Flow Booking Violation Fee Structure Effective 01 July Compliance with Applicable Laws, Rules and Regulations Jet Airways Intellectual Property Guest Service Withdrawal of Ticketing Guideline for Jet Airways as Validating/ Plating Carrier Off-Shore/Cross Border Ticketing Non-Accredited Subscribers BSP ADM Policy Per IATA resolution 850m, ADMs issued for reasons mentioned below: Form of Payment Violations ADM Processing Admin Fees Examples of Admin Fee and GST Application Customer Card Acceptance (RESO 890) Use of Jet Airways Merchant of Record (MOR)

4 1. Introduction These ( Articles ) establish the policies, procedures and conduct (collectively referred as guidelines ) required to be strictly adhered to by all Travel Service Providers who provide or otherwise deal with Jet Airways ( Jet ) Content while distributing, displaying, advertising, booking, ticketing or selling any Jet product or service (collectively referred as Services ) to any third party including an end guest. The Articles shall uniformly apply to all Travel Service Providers and are effective immediately. The Articles also subsume the existing GDS Booking Policy published 01 July 2015 as applicable to Jet s Travel Service Providers. In as much as the Travel Service Provider is a travel agency, these guidelines outlined below set forth the additional rights of Jet s over and above the rights conferred upon it in the IATA Passenger Sales Agency Agreement and the ARC Agent Reporting Agreement ( ARA ), as may be amended from time to time. The terms and conditions of transportation of guests on our flights are contained in Jet s Contract of Carriage. Travel Service Providers shall provide Services within the parameters of their respective Authorizing Agreement, these Articles and Jet s Contract of Carriage, as applicable. In the event of any conflict between these documents, the terms of these Articles shall prevail. Each Travel Service Provider s concurrence with these guidelines shall occur by its continuing performance under the IATA Passenger Sales Agency Agreement or the ARC ARA or the respective Authorizing Agreement, or their use of Jet Content in any way, as the case may be. These Articles are subject to modification and updated accordingly without further notice. 2. Definitions 1. Accredited Subscriber Travel Service Provider appointed by IATA or ARC to issue airline traffic documents. 2. ADM means Agency Debit Memo 3. ARA The Agent Reporting Agreement 4. ARC- The Airline Reporting Corporation 5. Authorizing Agreement(s) The applicable agreement(s) establishing the terms of the relationship between Jet and Travel Service Providers and under which a Travel Service Provider is authorized to act as an agent for the sale of Jet products and services. 6. BSP means Billing Settlement Plan of IATA. 7. Content Solely for the purpose of these Articles, may include, but is not limited to, flight schedules, fares, fare data, seat availability, inventory availability, seat assignment, service enhancements, flight information, frequent flyer program account information, and ancillary products and services offered by Jet. 8. Customer Card means a physical payment card or a one-time use or fixed account number that is issued in the name of a guest purchasing passenger air transportation or ancillary services and/or who is responsible for settling the transactions with the entity that has issued the card, excluding the Travel Service Provider, or any Person acting on behalf of the Travel Service Provider and any of the Travel Service Provider s contracted suppliers. 9. Fare Rules Applicable rules and or restrictions associated with a particular fare, including but not limited to, price, non-refundability, ticket time limits, class of service requirements, minimum/maximum stay requirements, or advance purchase ticketing requirements. 4

5 10. GDS - shall mean Global Distribution System (commonly referred to as a CRS or computerised reservation system). A GDS collects stores, processes, displays and distributes information through computer terminals concerning air and/or ground transportation, lodging and other travel related products and services offered by travel suppliers and which enables Travel Service Providers, corporations and/or travel wholesalers to (i) reserve or otherwise confirm the use of, or make enquiries or obtain information in relation to, such products and services and/or (ii) process transactions for the acquisition or use of such products and services. For the avoidance of doubt, GDS shall include but not be limited to each of the GDS operated by Amadeus, Sabre and Travelport and their respective successors and assigns, and any other system with multiprovider content offering such content to Travel Service Providers, corporations and/or travel wholesalers. 11. IATA - The International Air Transport Association 12. Metasearch An internet website, or a Person that obtains schedule, fare and availability data from airlines and/or other Travel Service Providers and aggregates such data into an integrated display based upon user searches, and then may direct guest referral traffic to a 3rd party for booking and ticketing. Examples of Metasearch sites include, but are not limited to: ixigo.com, kayak.com, skyscanner.com, google.com/flights and tripadvisor.com. Any future internet websites that fall within this definition if they are substantially similar to those in the list shall be included under this definition. 13. Non-Accredited Subscriber A Travel Service Provider not appointed by IATA or ARC to issue airline traffic documents. For the avoidance of doubt, any Travel Service Provider whose bookings do not contain a valid IATA/ARC number of an Accredited Subscriber in a Jet PNR will be deemed a Non-Accredited Subscriber. 14. Online Travel Agency (OTA) An entity that processes tickets via the Internet, not including corporate self-booking tools. Examples of OTAs include, but are not limited to, makemytrip.com, yatra.com, via.com, expedia.com, orbitz.com, priceline.com, travelocity.com, cleartrip.com, ebookers.com and cheapoair.com. 15. Person means any individual, firm corporation, partnership, association, limited liability company, joint stock company, trust, unincorporated organization or other entity. 16. Prohibited Practices Travel Service Provider actions in violation of these Articles or the applicable Authorizing Agreement, including but not limited to Travel Service Provider violations with respect to any Back Date Ticketing, Churning, Duplicate Booking, Hidden Cities/Points Beyond Ticketing, Impossible/Illogical Booking, No-Show, Off Plating and Throwaway Ticketing, circumvention of Married Segment Control logic, inventory access violations and any violation of Jet s Contract of Carriage. 17. Traffic Documents shall have the meaning ascribed to it in IATA Resolution Travel Service Provider(s) Any travel agency, OTA, a GDS subscriber, any other Person accessing Jet s Content via the Internet or any other electronic means and shall also include an Accredited Subscriber or a Non-Accredited Subscriber. 3. Validation to Sell Jet Airways (589) Plated Tickets To become an authorized Travel Service Provider to sell Jet s tickets and services, a Travel Service Provider must be fully accredited with IATA and/or ARC. A Travel Service Provider may contact IATA or ARC directly to obtain country specific accreditation information. 5

6 During the accreditation process for both IATA and ARC, Travel Service Provider information is reviewed to determine if the Travel Service Provider is credit-worthy and meets the requirements to become an authorized Travel Service Provider. After successfully completing the accreditation process, the Travel Service Provider is provided access for booking and ticketing through their respective GDS. Effective 30 April 2018, Jet discontinued General Concurrence method for the assignment of ticketing authority for its plate (589) for all newly appointed IATA travel agencies in Greece, the United Kingdom, and Ukraine. New Travel Service Providers interested in obtaining ticketing authority for Jet (589) plates in these respective BSP countries should contact for assistance. 4. Duties of Travel Service Providers 4.1. No Redistribution of Jet Airways Content While providing Services, Travel Service Providers are strictly prohibited from: (a) providing access to, displaying or otherwise distributing, directly or indirectly, any Jet Content to any other party, including without limitation another Travel Service Provider or any Metasearch; (b) receiving any referral, web page click-through or link from any webpage of any Metasearch in connection with or association with any search result on such webpage that is attributed to any Jet s product or service to any webpage used by a Travel Service Provider, including, without limitation, any advertising link or other hyperlink, or (c) placing or otherwise having any advertising link on any Metasearch webpage in connection with or associated with any search result on such webpage that is attributed to any Jet s product or service in such search result, in each case, without the prior written consent of Jet or pursuant to a definitive written agreement in effect with Jet. Each Travel Service Provider is responsible for ensuring the compliance of these Articles by all its employees, representatives, affiliates, agencies and contractors, regardless of location, including any future updates and amendments thereto. In addition, each Travel Service Provider acknowledges and agrees that, as between the Travel Service Provider and Jet, Jet owns, controls and retains all right, title and interest in and to its Content and all copyright, data and other intellectual property rights relating thereto Prohibition of New Online Distribution Effective 30 April 2018, no new online distribution of Jet Content is permitted by any Travel Service Provider without the express written permission of Jet. Any violation of this policy may result in suspension of Content access and loss of Jet s accreditation and plating capabilities of the violating Travel Service Provider, until such Travel Service Provider becomes compliant with these Articles. Nevertheless, prior to confirming any disciplinary action against any Travel Service Provider, the pattern of functioning will be closely monitored and irregularities, if any, viz-a-viz the Articles of this document will be brought to his attention with a view to extend an opportunity to cure such defects considered contradictory to these Articles. 6

7 To request permission for any new online distribution of Jet s Content, please submit the form located in the link below to onlinedistribution@jetairways.com. Online distribution request form available online 4.3. Transparency in Display of Fares Travel Service Provider must adhere to all Fare Rules. Jet prohibits, and Travel Service Provider is liable for, any Prohibited Practice that circumvents the applicable Fare Rules. Travel Service Provider must issue a valid ticket or cancel the PNR within the applicable Ticket Time Limit. Jet reserves the right to use an automatic program to cancel segments when ticketing has not occurred within the applicable Ticket Time Limit, however, the Travel Service Provider is responsible for adhering to Ticket Time Limits. Any publication, display, distribution, communication or other use of any Jet product or service including without limitation any fare of Jet, shall at all times include all applicable taxes, airport charges, and all other charges and fees that are applicable at the time of publication, whereby the taxes, airport charges, and other charges and fees (e.g., security or fuel charges) are to be specified and added to the applicable product or service. Optional charges are to be communicated transparently at the start of each booking process or transaction and are to be presented to, and accepted by, the guest on an opt-in basis. Where taxes, airport charges, and other charges and fees are charged by Jet, these are to be applied unchanged. All Jet products and services, including fares, shall clearly indicate or provide a valid hyperlink for the applicable terms and conditions stipulated by Jet from time to time Convenience Fees and Merchant Expense To the extent a Travel Service Provider charges the guest a Convenience Fee for the issuance of any Jet Airways tickets, the Travel Service Provider must charge the ticket using the Travel Service Provider s merchant account. Any merchant expense passed through to Jet in such circumstances will be debited back to the Travel Service Provider for the full amount of the merchant expense plus an administrative fee of USD $50 per ADM GDS Booking Policy To improve the accuracy and availability of inventory, Jet has previously established clear and uniform guidelines for reserving, booking and ticketing itineraries using a GDS. It is important that all Travel Service Providers using a GDS adhere to these policies to prevent revenue leakage to Jet s inventory and avoid violations of reservations, fare and ticketing guidelines. Jet reserves the right to audit all booking transactions to identify non-compliant booking practices. 7

8 Policy Duplicate Bookings Travel Service Provider must not create duplicate bookings for any reason, including in the same passenger name record (PNR) or across PNRs for the same passenger Duplicates include booking the same passenger confirmed/re-confirmed on same or different flight, class, date or route where it is not possible for the passenger to travel simultaneously Travel service provider must not create impossible traveling itineraries by holding concurrent flights for the same time period where it is not possible for the passenger to travel simultaneously. Example of Duplicates across PNRs: 1a. OCLTZH 1.1BHARDWAJ/KBMR 2.1BHARDWAJ/DEEPIKAMRS 3.1BHARDWAJ/DEEPSHIKHAMS 4.1BHARDWAJ/KARTIKAYMR 1 JET 301Y 19MAY T BOMDEL HK /E 2 JET 302Y 22MAY F DELBOM HK /E 1b. IQASIK 1.4BHARDWAJ/KBMR/DEEPIKAMRS/DEEPSHIKHAMS/KARTIKAYMR 1 JET 301W 19MAY T BOMDEL HK /E 2 JET 302W 22MAY F DELBOM HK /E Same passengers have been booked on two PNRs with same itinerary, different class *********************************************************** 2a. BUHMPH 1.1VIJAYKUMAR/M V MR 2.1KAMALA/M MRS 3.1ADITYA/M MR 1 JET 301Y 30MAY J BOMDEL HK /E 2b. MJEKEF 1.1KAMALA/M MRS 2.1ADITYA/M MR 1 JET 333M 30MAY J BOMDEL HK /E Same passengers have been booked on two PNRs, different flight numbers of same date, one departing at 0700 other departing at *********************************************************** 8

9 Example of Duplicate segments within same PNR: MJEKEF 1.1BHARAT/B MRS 2.1ANIL/M MR 1 JET 331Y 30MAY J BOMDEL HK /E 2 JET 406M 30MAY J BOMDEL HK /E 3 JET 264Y 01JUN M DELKTM HK /E Passenger booked twice on same date, same route, different flight numbers within same PNR. *********************************************************** Example of Illogical Itinerary: MJEKEF 1.1CHANDRA/B MRS 2.1KHURANA/M MR 1 JET 2305Y 30MAY M BOMDEL HK /E 2 JET 12Y 30MAY J BOMSIN HK /E Passenger booked on BOM-DEL and BOM-SIN of same date, one departing at 2230 other at *********************************************************** Note: The extract of PNRs produced above is for illustration purposes only and is purely fictitious in nature, having no relation with any live/purged PNR of Jet Airways. Fictitious Bookings/Names Travel Service Providers must not create any fictitious bookings, testing or training bookings that block Jet s inventory in the live GDS environment Training environments are provided by all GDS and Travel Service Providers must use this mode for testing situations or training personnel Creating PNRs for training purposes using active environment is strictly prohibited. Fictitious names include bookings with spurious or fake names, names of famous personalities with no intent to travel, bookings made for testing purposes, bookings made with intention of blocking inventory Examples of Fictitious Names: Mouse/Mickey Tango/AAA Patel/A/B/C Test/Jetairways Test/ABC NTBA/XXX SHAH/TEST Inactive Segments Travel Service Providers must take timely follow-up action on reservations that have been cancelled by Jet by releasing inactive segments from the bookings 9

10 Travel Service Providers must ensure that all inactive segments such as HX, NO, UC, UN, etc. are removed from the active PNR to its history at least 24 hours prior to departure and within the same calendar month that the segment has been cancelled by Jet Churning and Cancellation of Bookings Travel Service Providers must avoid repeated cancelling and re-booking of the same or different flight, class, date or route (known as churning) to circumvent ticketing time limits and avoid excessive cancellations for achieving GDS productivity targets or any other reason whatsoever; as this leads to unreasonably high booking/cancelling volumes resulting in higher GDS fees for Jet Churning also includes repeated re-booking of segments cancelled by Jet, repeated booking and cancelling segments within the same PNR or across PNRs and within the same GDS or across GDS Example of Churning of Booking: KIPAKW 1.1SHAH/A MR 1 Jet 301M 29SEP T BOMDEL HK /E Booking created X1«NXT REPLACES 1 Booking cancelled 01M2«1 Jet 333M 29SEP T BOMDEL SS /E Rebooked X1«NXT REPLACES 1 Cancelled 01Y2«1 Jet 333Y 29SEP T BOMDEL SS /E Rebooked X1«NXT REPLACES 1 Cancelled 01Y2«1 Jet 333Y 29SEP T BOMDEL SS /E Rebooked Note: The extract of PNRs produced above is for illustration purposes only and is purely fictitious in nature, having no relation with any live/purged PNR of Jet Airways. Waitlist Travel Service Providers must not repeatedly create waitlisted bookings, since these do not increase chances of confirming availability and result only in higher booking volumes and increased GDS fees for Jet Travel Service Providers must ensure all waitlisted bookings are removed from the active PNR at least 24 hours prior to departure Passives 10

11 Passive bookings must be created for ticketing purposes on FIT PNR s only and must match with existing booking on the Jet s reservation system Passive bookings are permitted for ticketing against bookings held on the Jet s system only Passive bookings are not permitted against live bookings on the same GDS system Passive bookings are not permitted against live bookings across different GDS by the same Travel Service Provider Passive segments must not be used to satisfy GDS productivity requirements or to circumvent Fare Rules Passive Ticketing for Group Bookings are not permitted Invalid Ticketing Travel Service Provider must not retain bookings with invalid ticket numbers Invalid ticket numbers include restricted, used, refunded voided or non-existent ticket numbers Travel Service Provider must not issue confirmed tickets against bookings that are on request or non-confirmed status in Jet s internal reservation system Travel Service Provider must ensure that the class code used for issuing ticket is identical to the code that exists in the PNR For interline itineraries, Travel Service Provider must validate Jet s bookings with ticket numbers of only those airlines that have a ticketing and baggage agreement with Jet. Guest Service Fees To the extent a Travel Service Provider charges fees of any kind to guests, including, but not limited to transaction fees and convenience fees, such fee on Jet shall not be greater than lowest fee charged to book the same O&D on another carrier. No-show Policy On 04 January 2019, a new No-show Policy was published for sales and travel effective immediately A guest will be treated as a No-show under the following conditions a. Who doesn t show up for the flight, or b. Who cancels or amends his/her booking and tickets are reissued / refunded / voided i. Domestic India journey: within 2 hours of the flight s scheduled departure time ii. International journey: within 5 hours of the flight s scheduled departure time All No-show cases will attract No-show penalties per applicable fare rules ADMs will be raised in when No Show Penalties are not collected per the applicable fare rules To avoid No-Shows ADM: Travel Service Provider must cancel all bookings where guests do not intend to travel Travel Service Provider must cancel all bookings when a ticket is Refunded/ Voided/Exchanged Bookings must be cancelled in advance as per above mentioned criteria to avoid any ADMs. Minimum Connecting Time Violation (MCT) Travel Service Providers must adhere to MCTs while booking onward connecting segments Married Segment Control (MSC) To ensure that the Origin & Destination (O&D) Controls are maintained in Availability and the PNR, MSC has been implemented MSC is a term used to identify two or more segments in an itinerary which are actioned as a single unit Married Segments are indicated in the itinerary with asterisk (*) as shown in the example below: 1 JET 2308W 30AUG BLRMAA* SS /E 11

12 2 JET 613W 30AUG MAAIXZ* SS /E Partial cancellations of Married Segments are not permitted in a PNR Travel Service Providers must never break married segments Booking an O&D in separate availability requested per leg shall be considered an MSC abuse Travel Service Providers who break MSC with the intent to access otherwise unavailable booking classes will be charged with an ADM The Travel Service Provider who issued the ticket will be held liable for any violation, regardless of where the booking originated This includes scenarios where an Accredited Travel Service Provider issues a ticket for a booking created by a Non-Accredited Travel Service Provider Amending Bookings Post Ticket Voiding Effective 01Aug18 for POS IN and 01Sep POS ROW, changes made in an original booking after voiding a ticket are no longer permitted This includes changes to Flight, Date, RBD and Routing Applicable for both Domestic and International journeys. Origin - Destination (O&D) Availability Abuse Travel Service Providers must never break O&D availability to get a better availability access Availability is based on Point-of-Sale (POS) O&D Availability on a given flight may differ by POS Bookings should be created using O&D availability and not segment availability When a flight shows an Availability Display as part of a connection, the entire connection or travel option must be booked and sold together When POS availability is used from one country where the availability is higher than the availability of Point of Origin (POO), but is ticketed from the Origin POS it would be considered a violation o Example: Travel Service Provider in POS IN books LHR-BOM-BKK where the availability is in K class, but for POS GB on the same flight is available only from Q class o If this scenario is ticketed in K in POS GB, it would be considered an incorrect Availability used for ticketing and an ADM will be issued The Travel Service Provider issuing the ticket will be held liable for any Jet Booking Policy violations This includes scenarios where an Accredited Travel Service Provider issues a ticket for a booking created by a Non-Accredited Travel Service Provider Best Booking Practices Travel Service Providers must never create any active or passive bookings or transactions for achieving productivity or incentive targets set by GDS Travel Service Providers must take appropriate and timely follow-up action for any un-ticketed booking to ensure that there is no spoilage of Jet s inventory Travel Service Providers using more than one GDS must book and ticket a specific passenger itinerary within the same GDS Travel Service Providers must not create PNRs to hold or block reservations due to expected demand, guest indecision or to circumvent any of Jet s fare rules or policies Travel Service Providers must not change passenger names once a PNR is created Travel Service Providers must not create bookings that violate MCT requirements 12

13 Travel Service Providers must provide guest s first and last names which are identical to the guest s passport Travel Service Providers must comply with applicable government regulations and provide guest s security information in PNRs as required Travel Service Providers must provide guest s mobile contact number and address in the correct fields or through an OSI element to Jet to facilitate flight disruption handling of guest due to delays, re-schedules, etc. In case of changes to itineraries within a PNR, it is necessary to re-request any special service requests from the original booking - this includes unaccompanied minors and special meal requests When an SSR message is needed for only part of the itinerary, the special service request must be flight specific and not requested for all flights Travel Service Providers must action queues promptly and ensure that the guest is notified of any changes to his or her booking as soon as possible Ticketing Policy Travel Service Providers must always use the latest and updated fares rather than pre-stored fares to issue tickets Travel Service Providers must adhere to ticketing time limits and ensure that booking is either ticketed or cancelled before expiry of ticketing time limit Travel Service Providers must report genuine ticket numbers that are valid for travel on associated PNRs Travel Service Providers must collect and report accurately all taxes, fees and surcharges imposed by local and foreign government Travel Service Providers must ensure collection of penalties for no show, cancellation, re-issue, etc. as applicable Policy Violations Jet reserves the right to hold the Travel Service Provider liable for any loss or damage due to non-adherence to this policy by the relevant Travel Service Provider Jet reserves the right to block any Travel Service Provider s access to view, book or ticket Jet s inventory in case of non-compliance to this policy Jet further reserves the right to cancel any un-ticketed PNRs of Travel Service Providers who have been identified as non-compliant to this policy Debit Memo Process Flow Jet will send debit memos monthly to the Travel Service Provider Travel Service Providers can request details to dispute the debit memo within 10 business days of receiving the memo with the following details: o GDS name o Agency name o IATA number o POS City, Country o All PCC of the Travel Service Provider o Contact name and address where report is to be sent 13

14 Jet will respond within 10 business days of having received the request from the Travel Service Provider After receiving Jet s response, Travel Service Provider must submit formal dispute within 30 business days of original debit memo date Jet will respond to the formal dispute within 20 business days of the formal dispute receipt Jet reserves the right to use BSP link for raising debit memos Booking Violation Fee Structure Effective 01 July 2015 POS India Policy CHARGES (in US$ per segment or per PNR) Invalid Class of Service vs. the Fare As per fare differential Rules Duplicate Booking, Impossible and/or USD 5 PER PAX PER SEGMENT Illogical Bookings Training, Fictitious and/or Speculative USD 20 PER PAX PER SEGMENT Bookings Un-cancelled Inactive Segments USD 5 PER PAX PER SEGMENT Immediate ticket voiding after USD 5 PER PAX PER SEGMENT issuance; flight segments not cancelled at the time of voiding Churning with the sole and clear USD 5 PER PAX PER SEGMENT purpose of speculating Invalid Ticket number USD 5 PER PAX PER SEGMENT Un-ticketed/RFND/VOID ticketed Noshow ticketed cabin based no show penalty) USD 5 PER PAX PER SEGMENT (in addition to normal Minimum Connecting Time (MCT) USD 150 ADM fee (Pure Domestic Travel wholly within India) USD 300 ADM fee (Except above) Married Segment Control (MSC) An ADM will be raised for the fare difference between the Y class fare and the fare collected, plus an ADM fee of USD 500 (or equivalent in local BSP currency) per abused segment per passenger O&D Availability Abuse An ADM will be raised for the fare difference between the Y class fare and the fare collected, plus an ADM fee of USD 500 (or equivalent in local BSP currency) per abused segment per passenger. Amending Booking Post Ticket Void USD 25 Administrative Fee 12% Fee on Total ADM value GST 18% on Administrative Fee Rest of World (Excluding India) Policy Invalid Class of Service vs. the Fare Rules Duplicate Booking, Impossible and/or Illogical Bookings CHARGES (in US$ per segment or per PNR) As per fare differential USD 10 PER PAX PER SEGMENT 14

15 Training, Fictitious and/or Speculative USD 20 PER PAX PER SEGMENT Bookings Un-cancelled Inactive Segments USD 10 PER PAX PER SEGMENT Immediate ticket voiding after issuance; USD 10 PER PAX PER SEGMENT flight segments not cancelled at the time of voiding Churning with the sole and clear purpose USD 10 PER PAX PER SEGMENT of speculating Invalid Ticket number USD 10 PER PAX PER SEGMENT Un-ticketed/RFND/VOID ticketed Noshow USD 10 PER PAX PER SEGMENT (in addition to normal ticketed cabin based no show penalty) Minimum Connecting Time (MCT) USD 150 ADM fee (Pure Domestic Travel wholly within India) USD 300 ADM fee (Except above) Married Segment Control (MSC) An ADM will be raised for the fare difference between the Y class fare and the fare collected, plus an ADM fee of USD 300 (or equivalent in local BSP currency) per abused segment per passenger O&D Availability Abuse An ADM will be raised for the fare difference between the Y class fare and the fare collected, plus an ADM fee of USD 300 (or equivalent in local BSP currency) per abused segment per passenger Amending Booking Post Ticket Void USD 25 Administrative Fee 12% Fee on Total ADM value NOTE: A Travel Service Provider who issues the ticket will be held liable in case of any violation of the Jet s Booking Policy. This can occur even in scenarios where an IATA agent issues a ticket for a booking that has been created by a Non-IATA or sub agent. Jet reserves the right to change the Debit Memo fees at any time Compliance with Applicable Laws, Rules and Regulations All Travel Service Providers must fully comply with all applicable laws, rules, and regulations in connection with the provision of Services, and shall not engage in any action deemed to be an unfair or deceptive trade practice or unfair competition. It is the Travel Service Providers responsibility to become familiar with and ensure compliance with any laws, rules, or regulations which applies or becomes applicable to its activities at all times Jet Airways Intellectual Property Each Travel Service Provider shall respect and adhere to the guidelines relating to Jet s service marks, trademarks, trade names, Flight Data and other intellectual property, including, but not limited to, the following: No Travel Service Provider shall bid on any Jet s intellectual property, including Content, with any online search engines No Travel Service Provider shall use of any Jet s trademark service marks, trade names or other intellectual property in domain/sub-domains With respect to any key word purchase program or other pay for placement program offered by any online search engine such as, without limitation, Google, Baidu, Bing, and Yahoo, no Travel Service Provider shall bid, instruct or direct any third party to bid, on any Jet name, trademarks, service marks, trade names or other intellectual property Jet Airways shall be included as a broad, negative keyword match for all air related queries on any search engine 15

16 Each Travel Service Provider shall strictly respect Jet s intellectual property, including without limitation service marks, trademarks, trade names and logos on their own websites and any permitted third-party websites 4.8. Guest Service Each Travel Service Provider shall fully support guests prior to departure: Travel Service Providers must properly handle any guest support issues prior to day of departure Travel Service Providers must provide guest contact information (mobile phone and address) in every PNR that includes a Jet s flight segment to assist Jet s last-minute guest service needs including, but not limited to flight delays, flight cancellations, schedule changes, etc. Travel Service Providers must ensure the protection of guest personal data (i.e., credit card information, etc.) in accordance with the applicable data protection laws, if any Travel Service Providers must send to the guest clear information regarding their Jet Airways travel (including, but not limited to, booking reference code, ticket number, origin/destination, flight date(s)/flight number(s) and flight time(s)) 4.9. Withdrawal of Ticketing Guideline for Jet Airways as Validating/ Plating Carrier Effective 01 March 2018, Jet withdrew the circular pertaining to usage of Jet (589) stock for OAL fares where Jet s participation is less than 50% in the entire journey This circular supersedes the earlier guidelines given under ref 001/Intl ticket/14 With this withdrawal, Jet will accept all auto-priced tickets where there is no under collection for any participating carrier Additionally, it should be ensured that Jet s stock is used correctly and in accordance to the IATA and ARC Reservation & Ticketing guidelines Jet reserves the right to raise ADMs for Jet s ticket stock where there is misuse or abuse and under collection of fare, fuel charges, surcharges or taxes in general Should you require any clarification in this matter please contact the Central Help Desk Off-Shore/Cross Border Ticketing Jet s fare availability and commission structure may vary from country to country. Travel Service Providers appointed by Jet shall not, directly or indirectly, circumvent Jet s availability or commission rate structure by booking segments in one country and transferring them to another country, which includes, but is not limited to, the following: By establishing or using an international branch office, satellite ticket printer or electronic transfer of booking and ticketing data; Through commission sharing or referral arrangements with a Travel Service Provider in another country, or otherwise Jet reserves the right to collect any amount of inappropriately retained commissions and/or raise debit memos against any such inappropriate POS availability circumvention. Jet also reserves the right to terminate the ticketing authority of such Travel Service Provider who indulges in practices contravening Jet s rules regarding its availability or commission structure. 16

17 5. Non-Accredited Subscribers Effective 01 May 2016, Jet withdrew its Content from all non-iata/arc Accredited Travel Service Providers in all GDS in India. Effective 30 April 2018, Jet began withdrawing its Content from all non-iata/arc Accredited Travel Service Providers in all GDS outside of India. In the event an Accredited Subscriber wishes to work with a Non-Accredited Subscriber, the Accredited Subscriber shall first review the conditions for consideration outlined in the Letter of Undertaking located in the link below. Once reviewed, the completed Letter of Undertaking shall be submitted to accreditation.jet@jetairways.com. Letter of Undertaking form available online Although many Non-Accredited Subscriber may be affiliated with an Accredited Subscriber that issues tickets on their behalf, each booking source and Travel Service Provider, whether Accredited or not, is considered unique and is required to comply with all Jet s policies, including but not limited to these Articles and Jet s Contract of Carriage. Notwithstanding the foregoing, the ticketing Travel Service Provider will be responsible for any violations, of any kind, committed by another Travel Service Provider when ticketing on behalf of, or based upon bookings made by, the other Travel Service Provider. Jet reserves the right to continue to withhold Content from any Non-Accredited Subscriber and/or remove Content from a Non-Accredited Subscriber whose Content was previously reinstated for any reason. For more information, please contact accreditation.jet@jetairways.com. 17

18 6. BSP ADM Policy 6.1. ADMs may be issued under following events/scenarios: Non-compliance of fare rules/divergence from any principle Incorrect booking class Incorrect fare calculation Incorrect commission claimed Incorrect/commission of applicable taxes/surcharges/rebooking penalties/cancellation penalties Incorrect refund calculation A credit card charge is disputed by guest resulting a chargeback to Jet from the card issuing company Additionally, ADMs may also be issued when the Travel Service Provider fails to adhere to the following rules: Voiding of tickets is strictly not allowed. Apply most restrictive rules for construction and combination of fares as per IATA Resolution 100. While re-issuing ticket to a higher fare, apply refund rules of the original fare irrespective of the refund rules specified in the re-issued fare. If the payment towards the purchase of ticket has been made by way of cash, refund shall be processed only in cash. If the payment towards the purchase of ticket has been paid by way of a credit/debit card, refund shall be processed only in respective credit/debit card Form of Payment Violations ADM will be raised for form of payment violations for sectors within India per general policy. If the ticket has been paid for in cash, refund should be processed in cash only. If the ticket has been paid for by credit/debit card the refund should be processed on the respective credit/debit card only. In case of any violations USD 50 will be levied per document ADM Processing ADMs will only be submitted for processing through the BSP to adjust sales if issued within nine (9) months of final travel, or when the final travel date cannot be established, the expiry date of the document. For any charge due beyond this period, Jet will agree with the Travel Service Provider bilaterally to establish the best settlement method and only submit an ADM through the BSP process if agreed in writing by the Travel Service Provider. Jet complies with local BSP procedures in providing Travel Service Providers with a minimum period of notice to review any ADM and dispute it. Jet will endeavour to provide as much information as possible on an ADM to ensure it is specific in its detail about the reason a charge is being made. If Jet rejects the dispute, an explanation for the rejection will be sent to the Travel Service Provider. Jet will levy admin charges to cover the cost of ADM issuance by Jet 18

19 6.4. Admin Fees P O S R e g i o n Countries Codes Amount Remarks India India IN 12% fee calculated on total value of ADM Sales and Refund applicable on ADM issued effective 01-March % GST added on the ADM value and on the Admin Fee Africa Asia Pacific 1 Asia Pacific 2 Europe Middle East SAARC Botswana, Egypt, Kenya, Mauritius, Malawi, Tanzania, Uganda, South Africa, Zambia, Zimbabwe & Mozambique Australia, Indonesia, Cambodia, Macau, Malaysia, New Zealand, Philippines, Singapore, Thailand & Vietnam China, Japan, Taiwan, Korea & Hong Kong Austria, Belgium, Bulgaria, Switzerland, Cyprus, Czech Republic, Germany, Denmark, Estonia, Spain, Finland, France, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Netherlands, Norway, Portugal, Romania, Sweden, Slovenia, Slovakia, Turkey, Ukraine, Russia & Poland UAE, Bahrain, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar & Saudi Arabia Bangladesh, Sri Lanka & Nepal BW, EG, KE, MU, MW, TZ, UG, ZA, ZM, ZW & MZ AU, ID, KH, MO, MY, NZ, PH, SG, TH & VN CN, JP, TW, KR & HK AT, BE, BG, CH, CY, CZ, DE, DK, EE, ES, FI, FR, GR, HU, IS, IT, LV, LT, NL, NO, PT, RO, SE, SI, SK, TR, UA, RU & PL AE, BH, IL, JO, KW, LB, OM, QA & SA USD 17 - Equivalent in local currency at the time of issuance USD 20 - Equivalent in local currency at the time of issuance USD 32 - Equivalent in local currency at the time of issuance Effective for ADMs issued from 1st Sep'12 Effective for tickets sold from 1st Sep'12 Effective for tickets sold from 1st Sep'12 15% Effective for ADMs issued from 1st Sep'12 15% Effective for ADMs issued from 1st Sep'12 BD, LK & NP 15% Effective for ADMs issued from 1st Sep'12 19

20 UK & Ireland Great Britain & Ireland GB & IE 10% Effective for ADMs issued from 1st Sep'12 US & CA USA & Canada US & CA 0% No Admin fee 6.5. Examples of Admin Fee and GST Application EXAMPLES OF ADM ADMIN FEE Scenario 1 - Fare Under Collection + GST Applicable on Routing Fare ADM 1000 K3 Say 5% (5 or 12 Based on Cabin) 50 ADM Value 1050 Admin 12 % 126 GST on Admin 18% Scenario 2 - Fare Under Collection + GST NOT Applicable on Routing Fare ADM 1000 K3 Say 0% 0 ADM Value 1000 Admin 12 % 120 GST on Admin 18% 21.6 Scenario 3 - Tax Under Collection + GST NOT Applicable on Routing UDF 150 K3 Say 0% 0 ADM Value 150 Admin 12 % 18 GST on Admin 18% 3.24 Scenario 4 - Tax Under Collection YQ + GST Applicable on Routing YQ 450 K3 Say 5% (5 or 12 Based on Cabin) 5 ADM Value 455 Admin 12 % 54.6 GST on Admin 18%

21 Scenario 5 - Commission Incorrect Claim Commission 100 K3 Say 5% (5 or 12 Based on Cabin) 0 ADM Value 100 Admin 12 % 12 GST on Admin 18% Customer Card Acceptance (RESO 890) The Travel Service Provider may accept Customer Cards as payment for the sale of passenger air transportation and ancillary services on behalf of the Member/Airline whose Traffic Document is being issued, subject to the provisions of Resolution 890 and the BSP Manual for Agents, as applicable Travel Service Providers are permitted to accept cards as payment for ticket sales on behalf of Jet, when Jet is the plating carrier 6.7. Use of Jet Airways Merchant of Record (MOR) The use of the Jet s MOR by a Travel Service Provider shall be in accordance with IATA Resolution 890 (Card Sales Rules) The authorization shall be valid ONLY for the Customer Card and in no event a card issued in the name of the Travel Service Provider, or in the name of a person permitted to act on behalf of the Travel Service Provider, or in the name of the Travel Service Provider s officer, partner or employee, shall be used in connection with the sale of Jet s Traffic Documents to any customer of the Agent The Travel Service Provider is not allowed to use Jet s MOR for online sales unless a previous and written authorization has been provided by Jet In case of violations, Jet will raise an ADM of 3% of the amount paid with the credit card or USD 50 whichever is higher to recover the credit card commission incurred on behalf of the Travel Service Provider. 21