2017 SERVICES FUND CANADIAN AGENCIES. October 2017 (update)

Transcription

1 2017 SERVICES FUND CANADIAN AGENCIES October 2017 (update)

2 UPDATES TO SERVICES FUND RULES Some clarifications have been added to the Services fund document based on feedback received in the last months. NMRF authorization and process NEW Services fund eligibility Examples added for Atlantic advance purchase usage Go to 'Insert', 'Header & Footer' and type in title Go to 'Insert', 'Header& Footer' and type in the date 2

3 SERVICES FUND INTRODUCTION Last December 13, 2016, Air Canada introduced Services Funds to our Canadian agency partners. The introduction of the Air Canada Services Fund replaced our current Online Waiver (VAT) unit based program for our agency partners. In March 2016, you were allocated a specific numbers of VATs based on your agency s 2015 revenue performance, we have converted the balance of your unused VATs to a Services Fund value. Your 2017 Services Fund is valid for tickets issued until February 28, 2018, regardless of departure date. Unused Services Fund values will not be paid out. 3

4 SERVICES FUND TERMS & CONDITIONS All Services Fund parameters are subject to the following terms and conditions: 1. Permitted on 014 tickets only 2. Bookings on flights operated by Air Canada, Air Canada Express and Air Canada Rouge 3. Atlantic service itineraries that include our Joint Venture partners: Lufthansa Group (Lufthansa, Austrian Airlines, Swiss, Brussels Airlines) and United Airlines provided the itinerary includes at least one transatlantic segment marketed and operated by Air Canada. This also includes: i. Itineraries with intra-europe Air Canada marketed flights (codeshares) or marketed and operated by Lufthansa, Austrian, Swiss, Brussels Airlines eligible itineraries: Example 1: Example 2: AC872 YYZ FRA / AC9158 FRA VIE (connection or stop in FRA) AC6209 VIE YYZ AC872 YYZ FRA / LH1348 FRA WAW (connection or stop in FRA) 4. Permitted on the following fare products/ticket types: i. Original or exchanged tickets ii. Published fares (except Business class) iii. Corporate contracted discount fares iv. Leisure contract discount fares v. Meeting and Convention fares 4

5 SERVICES FUND TERMS & CONDITIONS (CONT D) Your Services Fund may not be used for the following: Past bookings/travel or retroactively To be able to use CSF for Name Change it has to be on an active ticket and not a cancelled (credit status) ticket. The new booking must be made under the original traveller s name and then the CSF name change applied to it, in order to change the name Codeshare flights, or any itinerary with other airline segments that are not Joint Venture carriers Group contracts Bereavement/compassionate fares Agency Reduced Rate Fares (AD75s/Escapes) Aeroplan Reward tickets Flight Passes Barter tickets Debit memos As a reward for your customers 5

6 USING YOUR SERVICES FUND Your Services Funds must be applied through the Services Fund Tool* accessible online from Once your Services Fund number is entered in the Service Fund Tool, the value will be decremented; it cannot be reversed. Once you have entered your Services Fund number in the Services Fund tool, you MUST enter it in the Tour code box of the ticket: If the tour code box is used for a contract number, enter the Services Fund number in the endorsement field/box. A ticketing error fee of $50.00 plus taxes will be assessed when: the Services Fund number is not entered on the ticket (either in the tour code or endorsement box). The Services Fund number is entered directly in the GDS (without using the Services Fund tool) Old VAT numbers are used instead of the Services Fund number. NMRF Services Fund number, new ticket number and 'NMRF' are not entered in an OSI line on the refunded file. Note: OSI must be added before cancelling the file to be refunded or it will not appear in our Air Canada system. *Unless specified by Air Canada Sales. ** Please refer to the Online Tool document for detailed information on the online tool. 6

7 SERVICES FUND GUIDELINES Service Fund Types: APUR: Advance Purchase and late ticketing CHNG: Change fee MIMX: Minimum/maximum stay NMRF: Name change/refund (due to name change) When you select a Services Fund type, the value will be decremented per passenger A maximum of two (2) Services Fund types can be entered per PNR. If 2 Services Fund types are already entered on a PNR, no additional types can be added. Example: V for APUR and then for CHNG, it cannot be used for a third time. 7

8 SERVICES FUND GUIDELINES (CONT D) APUR: Advance Purchase MIMX: Min/Max Stay CHNG: Change Fee GDS BOOKINGS ONLY Eligible itineraries System-wide in Economy and Premium Economy only* (not permitted for Pacific itineraries booked in Premium Economy) System-wide in Economy and Premium Economy only* (not permitted for Pacific itineraries booked in Premium Economy) System-wide in Economy and Premium Economy only* (not permitted for Pacific itineraries booked in Premium Economy) Atlantic itineraries in Business Class Atlantic itineraries in Business Class Atlantic itineraries in Business Class Others terms and conditions of use Permits waiving of advanced purchase rules for existing bookings when an error has been made All fares including expired fares must be stored in the PNR Waiver can only be provided on ticketed PNR. Waiver allowed only after the outbound flight(s) has been flown. Must be a through fare. No broken fares. Applies to waive change fees when fare permits change Must be a through fare. No broken or point to point fares Ticket must be re-issued via Ticket Exchange notice Re-issue ticket and process an even exchange even when there is NO ADCOL When there is an ADCOL, re-issue the ticket and collect applicable amounts through the automated exchange 8

9 SERVICES FUND GUIDELINES (CONT D) NMRF: Name Change/Refund (Cannot be used to refund a ticket only. A new ticket must be issued in order to use NMRF) Applicable for GDS, Online, Air Canada Corporate Rewards BOOKINGS ONLY Terms and conditions for use To be able to use CSF for Name Change it has to be on an active ticket and not a cancelled (credit status) ticket. The new booking must be made under the original traveller s name and then the CSF name change applied to it, in order to change the name. Before cancelling the itinerary and PNR on the file to be refunded, enter the Services Fund number, the new ticket number and 'NMRF' in an OSI line. If there are no active segments on the PNR when your remarks are added, your message won't be transmitted to Air Canada and the agency will be subject to a debit memo. Applies to bookings with fully unused segments (cannot be used when travel has commenced). If a segment of the itinerary is operated by LHG, this waiver cannot be used. Applies to a new ticket (does not apply to exchanged tickets) The new ticket must be for travel (ticketed on and wholly operated by Air Canada) within the same region/market as the original ticket (if the original ticket was YYZ- YVR-YYZ, the new ticket must be for travel within Canada) The new ticket must be of equal or higher value Cannot be used to refund the unused value of a non-refundable exchanged ticket If the PNR has multiple passengers, you are required to divide the PNR Go to 'Insert', 'Header & Footer' and type in title Go to 'Insert', 'Header& Footer' and type in the date 9

10 SERVICES FUND GUIDELINES (CONT D) NMRF: Name Change/Refund (Cannot be used to refund a ticket only. A new ticket must be issued in order to use NMRF) Applicable for GDS, Online, Air Canada Corporate Rewards BOOKINGS ONLY Ticketing Procedures Cancel the original PNR: For GDS bookings, add the required OSI remarks, cancel the original PNR and refund the ticket. For online bookings*, cancel the original PNR, complete the Ticket Refund Application form accessible from and include the following information: NMRF refund request in the subject line of the The new and original ticket number The new and original itinerary The new and original ticket issuance date Original passenger s name New passenger s name Services Fund Number TYPICAL TURNAROUND TIME IS 8-10 BUSINESS DAYS. DUE TO UNFORESEEN, UNCONTROLLABLE CIRCUMSTANCES TIMEFRAME MAY INCREASE. IT CAN TAKE UP TO 2 STATEMENTS BEFORE CUSTOMER SEES REFUND ON CREDIT CARD. Go to 'Insert', 'Header & Footer' and type in title Go to 'Insert', 'Header& Footer' and type in the date 10

11 QUICK REFERENCE FOR ADVANCE PURCHASE FOR TRANS-ATLANTIC (*EMEAI) *EMEAI: Europe, Middle-East, Africa, India Sub-Services Fund Description Ticketing Days Before Departure Economy Cabin: 3-Day AP Fare 7-Day AP Fare 10-Day AP Fare 14-Day AP Fare 21-Day AP Fare 30-Day AP Fare Business Cabin 3-Day AP Fare 7-Day AP Fare 14-Day AP Fare 28-Day AP Fare 50-Day AP Fare 90-Day AP Fare Permits waiving of advanced purchase rules for existing bookings when an error has been made, as per the published fares. Fare must be stored and no changes made to the PNR. Must be a through fare. No broken or point to point fares. JV partners are allowed on the ticket. P, C, D and Z fare tickets issued in the US or CA with UA operated flights do not qualify for this waiver. Permits waiving of advanced purchase rules for existing bookings when an error has been made, as per the published fares. Fare must be stored and no changes made to the PNR. Must be a through fare. No broken or point to point fares. JV partners are allowed on the ticket. P, C, D and Z fare tickets issued in the US or CA with UA operated flights do not qualify for this waiver. 1-2 days 3-6 days 7-9 days days days days 1-2 days 3-6 days days days days days Guaranteed Airfare/Expired Fare Missed Ticketing /Ticketing Time Limit Extends guarantee of an expired fare for an additional 24 hours (1 business day) beyond the allowed 24 hours. Permits waiving of advance purchase rules for existing bookings when an error has been made, fare must be stored and no changes made to the PNR. Must be a through fare. No broken or point to point fares JV partners are allowed on the ticket. P, C, D and Z fare tickets issued in the US or CA with UA operated flights do not qualify for this waiver Extends guarantee for an additional 24 hours (1 business day) after automatic cancellation of the booking Permits waiving of advance purchase rules for existing bookings when an error has been made and fare must be stored. Must be a through fare. No broken or point to point fares JV partners are allowed on the ticket. P, C, D and Z fare tickets issued in the US or CA with UA operated flights do not qualify for this waiver 11

12 QUICK REFERENCE EXCLUSIVE TO TRANS-ATLANTIC (EMEAI) Services Fund TYPE Sub Services Type BOOKING SOURCE CLASS OF SERVICE EXPIRED FARES Economy Class 3-Day AP Fare 7-Day AP Fare 10-Day AP Fare 14-Day AP Fare 21-Day AP Fare 30-Day AP Fare GDS ONLY Economy Class Premium Economy Business Class Yes *All fares including expired fares must be stored in the PNR APUR/Late ticketing Business Class 3-Day AP Fare 7-Day AP Fare 14-Day AP Fare 28-Day AP Fare 50-Day AP Fare 90-Day AP Fare Guaranteed Airfare/Expired Fare Missed Ticketing /Ticketing Time Limit CHNG MIMX - GDS ONLY Economy Class Premium Economy Business Class - GDS ONLY Economy Class Premium Economy Business Class NMRF - GDS AC.COM/AGENTS AC2U Economy Class Premium Economy Business Class 12

13 EXAMPLES FOR ATLANTIC SERVICES FUND APUR-Sub-Services Fund 1. Economy Class ticket 2. Departure date July 15 st with a 7 days AP Fare 3. Error was made and change is required 4. Ticket issued or Fare is stored and no changes were made 5. The 7 days AP Services fund ($550) can be used if within 3 to 6 days prior to departure (July 10th-12th). Services Fund-APUR Sub-Services/7-Day AP Fare Apur-Guaranteed airfare/expired Fare 1. Economy Class ticket 2. Booked on July 15 th, ticket not yet issued 3. Fare is expired but still available to sell at higher cost-fare stored 4. July 16 th, Services fund ($250) can be used Services Fund-APUR Sub-Services/Guaranteed Airfare/Expired Fare Go to 'Insert', 'Header & Footer' and type in title Go to 'Insert', 'Header& Footer' and type in the date 13

14 QUICK REFERENCE: ALL OTHER ROUTES Includes: Canada, USA, Sun/Caribbean, South America, Pacific Services Fund TYPE Sub Services Type SYSTEM-WIDE BOOKING SOURCE CLASS OF SERVICE EXPIRED FARES APUR/Late ticketing CHNG YES GDS ONLY Economy Class Premium Economy 1 Business class 3 - YES GDS ONLY Economy Class Premium Economy 1 Business class 3 Yes *All fares including expired fares must be stored in the PNR MIMX - South America, Sun/Caribbean, Pacific GDS ONLY Economy Class 2 Premium Economy 1 Business class 3 NMRF - YES GDS AC.COM/AGENTS AC2U Economy Class Premium Economy 1 Business class 3 1 Not applicable for Pacific PY itineraries 2 Not applicable on Canada or US Itineraries, 3 Not applicable for Business class Itineraries 14

15 SERVICES FUND VALUES: TRANS-ATLANTIC (EMEAI) SERVICES FUND SUB SERVICES FUND TYPE CABIN SERVICES FUND VALUE Advance Purchase (APUR) 3-Day AP Fare $700 7-Day AP Fare $ Day AP Fare $500 Economy Class 14-Day AP Fare $ Day AP Fare $ Day AP Fare $250 3-Day AP Fare $1,400 7-Day AP Fare $1, Day AP Fare $800 Business Class 28-Day AP Fare $ Day AP Fare $ Day AP Fare $500 Guaranteed Airfare / Expired Fare All classes $250 Missed Ticketing / Ticketing Time Limit All classes $250 Min/Max Stay & Day of Week Economy Class $750 Min/Max Stay & Day of Week Business Class $2,500 Change Fee (CHNG) Economy Class $300 Change Fee (CHNG) Business Class $450 Name Change (NMRF) Economy Class $600 Name Change (NMRF) Business Class $900 Min/Max Stay (MIMX) Min/Max Stay & Day of Week Economy Class $750 Min/Max Stay (MIMX) Min/Max Stay & Day of Week Business Class $2,500 15

16 SERVICES FUND VALUES: ALL OTHER ROUTES EXCEPT TRANS-ATLANTIC (EMEAI) MARKET SERVICES FUND SERVICES FUND VALUE Canada/USA Advance Purchase (APUR) $250 Canada/USA Min/Max Stay (MIMX) Not Applicable Canada/USA Change Fee (CHNG) $250 Canada/USA Name Change (NMRF) $250 SUN, Caribbean, South America Advance Purchase (APUR) $400 SUN, Caribbean, South America Min/Max Stay (MIMX) $400 SUN, Caribbean, South America Change Fee (CHNG) $400 SUN, Caribbean, South America Name Change (NMRF) $400 Pacific Advance Purchase (APUR) $500 Pacific Min/Max Stay (MIMX) $750 Pacific Change Fee (CHNG) $300 Pacific Name Change (NMRF) $600 Note: Services Fund not applicable on Business class Itineraries 16

17 ENCOUNTERING ISSUES OR HAVE QUESTIONS? Documents available for you: Services Fund Online Tool Services Fund Agency Admin Q&A Video: Contact 17