INDUSTRY AFFAIRS DIVISION

Transcription

1 CHAPTE 5 05 : 00 : 0 ev # : 00 DIVISION

2 CHAPTE 5 05 : 00 : 1 ev # : : March July 01, INDEX / LIST OF EFFECTIVE PAGES EVISION 01/July 01, 2010 Part Title Effective Pages evision No. evision Date 0 General July 01, Agency Affairs Section July 01, 2010 July 01, International Affairs Section Commercial Agreements Section July 01, 2010 July 01, Audit Compliance & Standards Section egulatory Affairs Section Project Management Unit

3 CHAPTE 5 05 : 00 : 2 ev # :: March July 01, TABLE OF CONTENTS Part 0 Introduction 0.0 Title Page List of Effective Pages Table of Contents The Organization Profile 4 Part 1 Agency Affairs Section Procedures 1.1 SOP for Appointing PIA Agents on Domestic Stations SOP for Appointing GSA on International Stations SOP for periodical enewal of B/G & Agreements for PSA`s/IATA agents Policy for issuance of rebated transportation (AD tickets) to sales agents 7 Part 2 International Affairs Section Procedures 2.1 SOP for initiating Air Services Agreements. 2 Part 3 Commercial Agreements Section Procedures 3.1 SOP for entering into Interline Pricing Agreement SOP for entering into Code Share Agreements S.O.P for issuing employees Interline tickets to PK employees S.O.P for issuing interline tickets to other airlines employees 8 Part 4 Audit Compliance & Standards Section Procedures 4.1 SOP for implementation of Quality Management System in Marketing 2 Department 4.2 SOP for Compliance of Outstanding Audit observations raised by 4 Internal Audit, Govt. Audit Part 5 egulatory Affairs Section Procedures 5.1 SOP for ensuring that requirements set by regulatory bodies are met and 2 communicated to all concerned. Part 6 Project Management 1

4 CHAPTE 5 05 : 00 : 3 ev # : THE OGANIZATION

5 CHAPTE 5 05 : 00 : 4 ev # : POFILE Industry Affairs Division is responsible for creating business opportunities for mainstream marketing (sales & spa, employee interline ticketing) through commercial agreements including code-share agreements and alliances with other airlines and coordinating with regulatory authorities of Pakistan for concluding new air services agreements and/or amendments to the existing air services agreements with the objective of obtaining additional traffic rights where so required by PIA. This division is also responsible for concluding annual Hajj agreement with Saudi Arabian Airlines. The Division also liaisons with regulatory authorities to protect the business interests of PIA while negotiating air services agreements with other states. The division guides other divisions of Marketing Department regarding availability of traffic rights on various new sectors under consideration and ensures that PK flights are not scheduled in violation of air services agreements. The division also initiates proposals identifying opportunities for business enhancement. This division is responsible for preparing proposals on National Aviation Policy. It also monitors the implementation of ASA and Aviation policy by checking schedules filed by foreign carriers and the operation of other Pakistani carriers. The Industry Affairs Division is also responsible for coordinating and responding to all letters/queries relating to Marketing Department received from Ministry of Defense, Ministry of Foreign Affairs, other Ministries and members of Senate/National and provincial assemblies and to provide all inputs that may be sought by Civil Aviation Authority of Pakistan and various ministries of Government of Pakistan. Industry Affairs Division coordinates with various domestic and International bodies and represents PIA in different forums to ensure smooth working relationship. Industry Affairs Division is responsible for concluding Agreements with all categories of PK sales agents for Passenger and cargo sales. The division liaisons with IATA, ICAO, Pakistan CAA and Ministries.

6 CHAPTE 5 05 : 01 : 1 ev # : 00 AGENCY AFFAIS SECTION

7 CHAPTE 5 05 : 01 : 2 ev # : : March July 01, SOP for Appointing PIA Agents on Domestic Stations I. Purpose To appoint PIA dedicated Agents in a systematic manner. II. Scope District Office (Domestic) III. Key esponsibilities General Manager Industry Affairs. General Manager Cargo. DGM Agency Affairs. District Manager. Passenger Sales Manager Cargo Sales Manager IV. Procedure Passenger/Cargo Sales Divisions shall evaluate and recommend for the appointment of PSA and CSA respectively. Agency affairs shall advertise in local print media through public affairs division. On fulfilling the requirements, Director Marketing will constitute a committee headed by GM Industry Affairs or his nominee to visit the applicants short listed along with concerned District Manager and Finance Manager or their nominees. The committee shall submit its report to Management for final selection and approval by the competent authority. Upon approval, a letter of intent will be issued to the applicant. Accordingly agreement will be executed with the selected party(s) by Agency affairs upon submission of bank guarantee, and cash security. Accordingly applicant will carry out the branding as per PIA s specifications, through an approved vendor. The agreement will be signed by appointed Agent and MD PIAC according to the schedule of powers. However renewals / amendments of agreements will be signed by GM Industry Affairs after receipt of recommendations from the concerned station. This procedure will also apply in case of change of ownership/legal status/name and location.

8 CHAPTE 5 05 : 01 : 3 ev # : 00 V. eference Document IATA Passenger Agency Conference esolution Manual IATA Agency List - Passenger Sales Agents Area 3 VI. elated ecords Agents requests. Agency affair s verification records.

9 CHAPTE 5 05 : 01 : 4 ev # : SOP for Appointing GSA on International Stations I. Purpose To appoint PIA dedicated Agents in a systematic manner. II. Scope District Offices. (International) III. Key esponsibilities Director Marketing General Manager Passenger Sales General Manager Industry Affairs Deputy General Manager Agency Affairs District Manager/Country Manager IV. Procedure Passenger/Cargo Sales Divisions shall evaluate and recommend territory for the appointment of GSA / PSA (passenger) and GSSA / CSA (Cargo) respectively. The egional Cargo Manager and Sales Manager of the respective territory shall prepare a study to evaluate whether it is economically/commercially beneficial to appoint GSA/PSA/CSA vis-à-vis having PIA office and take approval from Director Marketing. On receipt of management s approval, Agency affairs shall arrange advertisement in the widest circulating newspaper of the respective territory through public relations division or concerned PIA local office. On receipt of applications, Agency affairs shall short list applicants in accordance with the approved criteria and send their financial documents to GM evenue for evaluation. Upon receipt of evaluation report, Director Marketing will constitute a committee headed by himself or his nominee consisting of GMs (Passenger Sales/Cargo) as the case may be or their nominee(s), GM evenue, GM Industry Affairs or his nominee to visit the applicants short listed along with the local Manager. The committee shall submit its report to Management for final selection and approval by the competent authority. Upon approval, the agreement will be prepared by Agency Affairs. Agreement will be signed by the appointed Agent and MD PIAC according to the schedule of powers.

10 CHAPTE 5 05 : 01 : 5 ev # : 00 V. eference Documents IATA Passenger Agency Conference esolution Manual Agency List Passenger Sales Agents Area 3 VI. elated ecords GSA appointment file

11 CHAPTE 5 05 : 01 : SOP for periodical enewal of B/G & Agreements for PSA`s/IATA agents I. Purpose Periodical monitoring of Agents B/G / Agreements to prevent irregularities. II. Scope District Office (Domestic) III. Key esponsibilities DGM Agency Affairs. District Officers. Assistant Manager Agency Affairs. Senior Agency Affairs Officer IV. Procedure Action for the renewal is initiated through head Office agency (Agency Affairs section). All stations are sent alert s 60 days before the expiry of agent s agreements/bank Guarantees for the renewal. 30 days before the expiry final notice is served to the stations to fulfill the requirements before the expiry. After 15 days of expiry notice of disconnection is sought through concerned territory head. V. eference Documents IATA Passenger Agency Conference esolution Manual All related documents. ev # : 00

12 CHAPTE 5 05 : 01 : 7 ev # : March July 01, Policy for issuance of rebated transportation (AD tickets) to sales agents It may kindly be noted that rebated transportation is not an entitlement of agents. It is discretion of the Airline on commercial consideration. ebated transportation should be granted against written requests only duly signed by authorized persons. INTENATIONAL EBATED TANSPOATION 1. General Sales Agents (esolution 888) General Sales Agents Cargo (889) ebated transportation to GSA is governed under the provision of IATA esolution 888/889 against written application on the prescribed format; a copy of the same is attached. Tickets may be issued once in a year for vacation purpose, for one way, round or circle trips at a discount up to 100% of the published fare to officials and employees of the GSA (including members of their immediate families) provided such official or employee devotes all or substantially all of his time to the business of PIA. However stations must obtain approval of the Head office for issuance of such tickets to employees and their families. Official means Chief Executive and Directors/Partners only of the GSA. Class of travel for Chief Executive, Managing Partners and Proprietors along with their spouse only would be First/Club Class on domestic and international routes (excluding children) and rest in the Economy Class including their families. 2. IATA Accredited Agents (esolution 880) Cargo egistered Agents (esolution 881) AD 75% tickets may be granted to IATA Accredited and Cargo egistered agents under the provision of IATA esolution 880/881 against written application on the prescribed format; a copy of the same is attached. Two AD 75% tickets may be issued to Cargo egistered Agents (Head Office location only) and IATA Approved Pax Sales Agents per approved location per calendar year on international routes and AD 50% if spouse is accompanying. The Class of Travels for Chief Executives and their spouse would be first/club class and for the rest Economy class on international/domestic routes. 3. Passenger Sales Agents Passenger Sales agents may be granted rebated transportation at par with IATA approved Passenger Sales Agents.

13 CHAPTE 5 05 : 01 : 8 ev # : March July 01, 2010 General Sales Agents and Passenger Sales Agents may be granted rebated transportation on PK sectors only. Eligibility of person traveling except GSA Sole proprietor, partner, director and/or employee of an Agent when they meet all the following requirements will become eligible to avail rebated transportation facility; (a) (b) (c) (d) (e) (f) have been in the service of the said Accredited Agent continuously and without interruption for not less than 12 months immediately prior to the date of such Application; provided that a period of not less than three months service with the Agent shall suffice where the person traveling was in the service of another Accredited Agent not more than 60 calendar days before commencing his present employment and was eligible under esolution 880/881; and devote in a full-time capacity all or substantially all of his time directly to the promotion and sale of travel, including air transportation, on behalf of the Accredited Agent making such application, either at an Approved Location of the Agent or at the Agent s listed Administrative Office within the same country ; and be salaried and/or on a commission basis and be shown on appropriate disbursement records of the Agent; and in the case where he is an employee whose full-time employment is not on the premises of the Approved Location or the listed Administrative Office of the Agent; work hours not less than those normal for other eligible staff at such Agent s Approved Location, and he must be assigned to such Approved Location or listed Administrative Office and report there in person at least once a month, and have no other gainful employment. Additionally he must be carried regularly and in good faith on the payroll or other relevant disbursement records of the Agent, or have been transferred directly from an Approved Location where he met the requirements of Subparagraph (a) of this paragraph, to another location of the Agent for which an application for accreditation has been made but is still pending; provided that such employee s eligibility shall cease upon the first disapproval of the application; provided further that any tickets issued to such an employee shall not increase the total number of tickets permitted by esolutions 880/881. DOMESTIC EBATED TANSPOATION 1. GSA/IATA approved Pax/Cargo Agents/Domestic Sales Agents Eight AD 75 % rebated tickets per location per calendar year may be issued to General Sales Agents/IATA Approved Passenger Sales Agents (who are selling domestic transportation), and Domestic Sales Agents. Chief Executives and their spouse may be given Club Class and rest Economy Class. Up to eight AD75 rebated tickets may be granted to Cargo egistered Agents based on their international sales performance.

14 CHAPTE 5 05 : 01 : 9 ev # :: March July 01, Passenger Sales Agents Eight (08) AD75% rebated tickets per location per calendar year to Passenger Sales Agents. Chief Executives and their spouse may be given Club Class and to rest Economy Class. 3. Travel Agents Association of Pakistan A) Total 18, AD 75%, Club/Economy Class tickets may be issued to officials of Travel Agents Association of Pakistan during a calendar year. Official means Chairman, egional Chairmen, Executive Committee Members and Secretary General of TAAP. B) Total 7, AD 75% Club/Economy Class tickets may be issued to officials of ACAAP (Air Cargo Agents Association of Pakistan) during a calendar year. Official means Chairman, Vice Chairman, egional Chairmen and Members of Central Executive Committee. District Manager, Karachi will maintain record of issuance of tickets mentioned at (a) and (b) above. Issuance of such AD 75 tickets to any official of TAAP/ACAAP, District Managers on other domestic stations will coordinate and obtain concurrence/clearance from District Manager, Karachi. It may please be noted that AD 50% tickets are not allowed to any agent or their spouses on domestic routes. However, AD50% tickets to spouse of a person may be granted on domestic sectors provided couple is traveling together from point of origin to the international point of destination. In case of default, AD facility will not be extended to such agents, unless full settlement of outstanding is reached. AD facility is extended to those officials/employees of agencies who have completed one year continuous service and agent has completed one year from the date of approval. Grant of advance tickets must be discontinued. However, in emergency cases, AD domestic advance tickets to IATA Approved agents/cargo egistered Agents may be granted through prior approval of the management, whose sales on PK is found 50% or more as compared to the industry sales. Such cases may be referred to KHISAPK/KHIQNPK for Passenger and Cargo Agents respectively for obtaining management s approval. All the above mentioned rebated transportation would be on firm basis. Cases for grant of additional tickets over and above the aforementioned quota may be referred to KHISDPK/KHIFUPK for passenger and cargo agents respectively with proper justification for Management s approval.

15 CHAPTE 5 05 : 02 : 1 ev # : 00 INTENATIONAL AFFAIS SECTION

16 CHAPTE 5 05 : 02 : 2 ev # : SOP for initiating Air Services Agreements. I. Purpose: International Affairs Division deals with Air Services Agreements, Hajj oyalty, Pool and Code Share Agreements II. Scope: International Affairs participates in almost all ASA talks and makes every possible effort to protect PIA s interest and safeguard National Aviation Policy through its inputs and recommendations for amendments in the proposed or existing ASAs. Air Services Agreements lay the foundation for commercial opportunities. III. Key esponsibilities: GM Industry Affairs DGM International Affairs Manager Air Services Agreement Assistant Manager Air Services Agreement Sr. Officer Air Services Agreement IV. Procedure for ASA: Analytical inputs for all Bilateral ASAs and Commercial Cooperation Agreement talks are furnished by International Affairs Division. International Affairs Division ensures that: the articles in the proposed ASA match those of the Pakistan Standard Draft (PSD) for Air Services Agreements that route schedule, traffic rights and frequency/capacity framework is agreed keeping in view the commercial prospects and reciprocity The articles relating to commercial opportunities are worded to protect PIA s interests possibilities to exploit six freedom by other carriers are minimized Hajj oyalty with SV is decided each year Pool and Code Share provisions in ASA provide the base for future commercial agreements Where Commercial Opportunities are identified and ASA does not exist signing of ASA is suggested to CAA & MoD and where ASA is restrictive changes are suggested to remove hurdles to exploit the identified opportunities Conclusion of an ASA in followed by signing of a Memorandum of Understanding (MOU) between the two countries that usually stipulate the specific details that both countries agreed after in the conclusion of ASA.

17 CHAPTE 5 05 : 02 : 3 ev # : 00 VI. eference Document: PSD (Pakistan Standard Draft) ICAO template VII. elated ecords: elated Files.

18 CHAPTE 5 05 : 03 : 1 ev # : 00 COMMECIAL AGEEMENTS SECTION

19 CHAPTE 5 05 : 03 : 2 ev # :: March July 01, SOP for entering into Interline Pricing Agreements I. Purpose: II. Scope: To enhance PK revenue by offering PK capacity to other carriers and by reaching markets where PK does not operate Worldwide III. Key Personnel: General Manager Industry Affairs Deputy General Manager Commercial Agreements Manager Marketing (Interline Pricing) Assistant Manager Marketing (Interline Pricing) Senior/Officer Marketing (Interline Pricing) IV. Procedure: Based on the Head office and station inputs and/or requests received from other airlines Interline Pricing Agreement requirements are assessed. Before entering into an agreement with a new airlines, its IATA membership, MITA, BITA, ICH (IATA Clearing House) membership, IET (Interline E Ticketing) status and future prospects of interline are given due consideration. Based on the above input, dialogue is initiated with interline counterparts. If the other airline agrees to move forward, analysis of business opportunity is carried out and initial proposals are exchanged between the two carriers. If the negotiations materialize, draft agreement with terms & conditions is exchanged for final review. Proposal shall be prepared by Manager Interline Pricing, checked by DGM Commercial Agreements and after vetting by General Manager Industry Affairs, it will be submitted to Director Marketing for approval. Soft copies of new agreements are exchanged with the partner carriers via s. Paper signatures are additionally exchanged if both airlines agree to it.

20 CHAPTE 5 05 : 03 : 3 Special prorates information is sent to evenue Management Division for development and distribution of interline fares based on special prorates. Copy of original agreement is sent to Finance Department, Interline evenue section for billing settlement. ev # :: March July 01, 2010 Any change in interline relationship with other carriers is communicated to evenue Management Division and Interline evenue Section. Any extension with the prevalent agreements terms and conditions is communicated by officer concerned (Interline Pricing) after approval of the required time period from Manager Interline Pricing/ DGM Commercial Agreements. Extension beyond six (06) months will require approval of General Manager Industry Affairs. V. eference Document(s): IATA Prorate Manual Multilateral Interline Traffic Agreement Manual (MITA) evenue Accounting Manual (AM) PK fares VI. elated ecords: Correspondence with partner carriers and PK offices. Interline Agreements.

21 CHAPTE 5 05 : 03 : 4 ev # : SOP for entering into Code Share Agreements I. Purpose: II. Scope: To enhance PK revenue by entering into Code Share and Pool Agreements All airlines that provide good connectivity to PK flights especially to destinations not operated by PK. Enhancement of frequencies through Code Share on already operated routes. III. Key Personnel: IV. Procedure: General Manager Industry Affairs Deputy General Manager Commercial Agreements Manager Marketing (Codeshare/Alliances) Assistant Manager Marketing (Codeshare/Alliances) Senior /Officer Marketing (Codeshare/Alliances) The potential of enhancement in service/revenue is determined. The airline selected for possible code share is contacted and proposal is sent. ASA is checked for presences of article of code share. In case the article does not exists or does not have provision for the code share on specific route, Pakistan CAA /MOD is requested for addition / change in the article. In house evolution of proposal is done in consultation with Passenger Sales and evenue Management. If other airline shows interest, draft of code share is exchanged. Managing Director s approval is sought for negotiation and ultimate singing of code share. After the negotiating process of prices and terms /conditions of the agreement, the text of agreement is finalized and submitted to Director Marketing for approval. Signed copies by both the airline are finally exchanged. SOP is issued to all concerned. V. eference Document(s): Pakistan Standard Draft (PSD) evenue Accounting Manual (AM) PK fares

22 PK Schedule VI. elated ecords: MAKETING DEPATMENT CHAPTE 5 05 : 03 : 5 ev # : 00 Correspondence with partner carriers and PK offices. Code Share Agreements.

23 CHAPTE 5 05 : 03 : 6 ev # :: March July 01, S.O.P for issuing employees Interline tickets to PK employees. I. Purpose: To provide interline ticket facility to PIA staff. II. Scope: Domestic / International Stations III. Key Personnel: General Manager Industry Affairs Deputy General Manager-Commercial Agreements Manager Interline Staff Ticketing Assistant Manager Interline Staff Ticketing Senior Officer Marketing Interline Staff Ticketing Concerned Station s Head IV. Procedure: (a) Tickets issued under Interline Agreement Interline request is first given to the Admin Office for verification that all applicants are entitled to travel and children are under the age of 24 years. Once verified, Interline Section sends an IATA 788 esolution request to the concerned airline for rebated/concessionary travel. Concerned airline usually gives 100% rebated/concessionary sublo travel and all applicable taxes are to be paid by staff concerned. If it is duty travel (only staff allowed no family members), Manager Interline Section will arrange the confirmed seat(s) in EYCL, or arrange issuance of ID50 on confirmed basis in the absence of any ZED Agreement. (b) Tickets issued under Self-ticketing Agreement Tickets against Self-Ticketing Arrangements are issued by the Manager Interline Section duly authorized by concerned Manager Human esources in case of SUBLO travel.

24 CHAPTE 5 05 : 03 : 7 ev # :: March July 01, 2010 (c) Tickets issued under ZED Agreement Tickets under the ZED Agreement can be issued at any PIA Sales office anywhere around the world. Original PIA valid employee identity card, retired employee, Spouse family card or children s card (under 24 years of age) issued by PIA will be checked and photocopy will be required. PIA staff issues the ticket after verifying and get the signature of the collector of tickets on the copy of his/her ID card and other family member s card. The issuing staff attaches copy of the ticket issued to the photocopy of ID card and submits it to the Manager s office (UU/KK). All applicable taxes shall be collected at the time of ticketing. Fuel surcharge shall not be collected. Tickets issued on one airline are acceptable by any other ZED member airline with which PIA has agreement for the same sector provided the agreement with other airline allows the same fare. Ticket can also be accepted on any other segment as long as the distance (distance bracket) is same or lower. This record is to be maintained at the Station for one year from the date of issue. The names of Airlines with which PK has ZED Agreement with applicable BDs are as follows: Airline Code BDs Airline Code BDs EK S DL Y EY Y B6 Y KU V LH N MH Y VS Y SV V (Since 50% rebated for parents on SV is allowed, it should be collected on economy class market fare with booking class B for OW and M for T). V. eference Document(s): PAT Manual VI. elated ecords: elated Files

25 CHAPTE 5 05 : 03 : 8 ev # :: March July 01, S.O.P for issuing interline tickets to other airlines employees. I. Purpose: To provide interline ticket facility to staff of other Carriers. II. Scope: Domestic / International Stations III. Key Personnel: General Manager Industry Affairs Deputy General Manager-Commercial Agreements Manager Interline Staff Ticketing Assistant Manager Interline Staff Ticketing Senior Officer Marketing Interline Staff Ticketing Concerned County Head IV. Procedure: Interline request is received along with copy of concerned staff ID card for issuance of tickets. The request must bear the signature of Country Head or any authorized representative whose signature is already intimated to the office of Manager Interline. Once verified, Interline Section processes the request based on IATA 788 esolution to provide the tickets to the concerned Airline employee for rebated/concessionary travel on reciprocal basis. Interline Section checks the flight position for availability of seat(s) before issuing confirmed ticket depending upon flight position requested, or alternate date is offered. Chief Executives and Senior Executives are given priority in higher classes. Manager Interline Section approves the request and sends the authority to the ticket office for issuance of the ticket to the employee. The concerned Airlines office is informed to collect the ticket from PIA office after paying the applicable taxes/levies/fuel surcharges. Interline requests from Domestic Stations duly recommended by District Managers/Passenger Sales Managers are processed at Interline Section Karachi Booking office.

26 CHAPTE 5 05 : 03 : 9 ev # :: March July 01, 2010 V. eference Document(s): PAT VI. elated ecords: elated Files

27 CHAPTE 5 05 : 04 : 1 ev # : 00 AUDIT COMPLIANCE & STANDADS

28 CHAPTE 5 05 : 04 : 2 ev # : SOP for implementation of Quality Management System in Marketing Department I. Purpose: To ensure that the QMS is in accordance with the international standards requirements such as ISO, IOSA, OHSAS etc. II. Scope: Karachi H/O KBO Lahore Islamabad awalpindi Peshawar Faisalabad Dubai III. Key Personnel: IV. Procedure: Director Marketing General Manager Industry Affairs Quality Management epresentative Deputy General Manager Audit Compliance & Standards Manager Audit Compliance & Standards Assistant Manager Audit Compliance & Standards Senior Officer Marketing Audit Compliance & Standards Support Director Marketing and General Managers on Quality and performance matters. Prepare and monitor Quality performance objectives, set targets and implement a measurement system in Marketing Department in coordination with QM in line with the departmental and PIA s Quality Policy. Continuously coordinate and follow up with District Managers & Sectional Heads for ensuring that the processes needed for the Quality Management system are established, implemented and maintained. Ensure that the customer requirements are being determined continuously through different means and are being met with the aim of enhancing customer satisfaction.

29 CHAPTE 5 05 : 04 : 3 Manage and Control the Quality Control function and Prepare action plans for achievement of quality targets and related activities schedules given by QM from time to time. Measure performance, compile and analyze the data of all areas on a regular basis including the customer satisfaction indices. Identify the critical areas, determine root cause of the problem and Initiate corrective actions in coordination with concerned heads and QM. Encourage, promote, create and motivate Quality Improvements Teams in the department and ensure that departmental quality reviews are held regularly by management on a quarterly basis. Perform any other tasks/duties on special projects as assigned by QM from time to time. V. eference Document(s): Quality Assurance Chapter (Chapter 5A). Other related chapters of Marketing Manual. VI. elated ecords: elated Files ev # : 00

30 CHAPTE 5 05 : 04 : 4 ev # : SOP for Compliance of Outstanding Audit observations raised by Internal Audit & Govt. Audit I. Purpose: II. Scope: To ensure timely closure of the audit observations raised by Govt audit/ Internal Audit through active liaison with the concerned sections. Head Office Marketing Department All Domestic & International Stations III. Key Personnel: IV. Procedure: Director Marketing General Manager Industry Affairs Deputy General Manager Audit Compliance & Standards Manager Audit Compliance & Standards Assistant Manager Audit Compliance & Standards Senior Officer Marketing Audit Compliance & Standards Timely closure of Internal Audit Observations/ which include observations related to: ecoveries pending/write offs Under floatation of DADS/Debit Memos Various anomalies on implementation of different surcharges V. eference Document(s): VI. elated ecords: elated Files To provide status to Management / Ministry of Defence personnel regarding various observations at forums such as Internal Audit Steering Committee, Departmental Accounts Committee, Public Accounts Committee/ Pre-PAC etc. Schedule of Power Credit Policy

31 CHAPTE 5 05 : 05 : 1 ev # : 00 EGULATOY AFFAIS

32 CHAPTE 5 05 : 05 : SOP for ensuring that requirements set by regulatory bodies are met and communicated to all concerned I. Purpose: II. Scope: To comply with requirements set by regulatory bodies such as IATA/ICAO/CAA/MOD and further dissemination of the same to the user sections. Head Office Marketing Department All Domestic & International Stations III. Key Personnel: IV. Procedure: Director Marketing General Manager Industry Affairs Deputy General Manager egulatory Affairs Manager egulatory Affairs Assistant Manager egulatory Affairs Senior Officer Marketing egulatory Affairs Keep a constant watch on the activities and market fares structure of international carriers operating ex-pakistan to match their fares and recommend revision in IATA fares to the management. Supervise various proposals regarding revisions in IATA fares and changes in applicable rules related to IATA/ICAO/CAA/MOD. epresent PIA at forums such as IATA for discussion/approval in various IATA passenger Tariffs coordination conferences which take place regularly in IATA offices at Geneva, Bangkok and Singapore. epresent PIA as its accredited delegate to all IATA passenger tariffs coordinating conferences in order to protect commercial interests of PIA. Liaise with ministry of religious affairs to obtain hajj policy and government approved Hajj fares and circulates them to entire domestic and international network through tariff bulletins. To determine Excess Baggage Charges (EBC) ex-pakistan and their circulation to entire network through bulletins. Ensure that replies to all starred questions received from senators and members of national assembly relating to PIA tariffs. Examine other airlines requests for conclusion of multilateral interline traffic agreement (MITA) with PIA. If found feasible process same to obtain management s approval. ev # : 00

33 CHAPTE 5 05 : 05 : 3 ev # : 00 V. eference Document(s): IATA Manuals VI. elated ecords: elated Files

34 CHAPTE 5 05 : 06 : 1 ev # : 00