BSP Manual for Agents Local Procedures Chapter 14. United Kingdom January 2012 English

Transcription

1 BSP Manual for Agents Local Procedures Chapter 14 United Kingdom January 2012 English

2 FOREWORD: This chapter (Chapter 14) covers local BSP procedures applicable in United Kingdom. For all other applicable BSP procedures please refer to the core BSP Manual for Agents. CHAPTER 14 - Local Procedures TABLE OF CONTENTS 14.1 ADDRESSES & CONTACTS... 4 IATA Local Office... 4 Data Processing Centre... 4 Clearing Bank... 4 List of Approved Ticketing System Providers... 4 LCAG Delegates... 5 APJC Delegates PARTICIPATING AIRLINES Participating Airlines List Airline Contact Details CUSTOMER INTERFACES QUESTIONS General IATA Country homepage IATA Customer Services Help Desk or Portal BSPlink IATA International homepage STANDARD TRAFFIC DOCUMENTS (STD) STDs used STANDARD ADMINISTRATIVE FORMS (SAF) Administrative forms used General Airline own accounting memoranda ADM/ACM Procedures Ticketing Authority through BSPlink BSP BILLING REPORTS OUTPUT General BSP Reports available List of BSP Reports with descriptions REMITTANCE PROCEDURES General Method of Remittance Reporting Errors and Missing Remittance Notice Post-Settlement Errors discovered by Agent Post-Settlement Errors discovered by the BSP Airline 17 BSP Manual for Agents Chapter January 2012 Page 2 of 23

3 Net Remittance SANCTIONS, ADMINISTRATIVE AND CLEARING BANK CHARGES Administrative Charges Interest and Clearing Bank Charges Sanctions CREDIT CARD SALES General Ticket Entry on Credit Card Sales Face to face transactions Non Face to face transactions Passengers Signature Reporting of Credit Card Sales by IATA/BSP REFUNDS General Direct Refunds/Refund Notice Refund Application Handling of Refunds by IATA Members REPORTING CALENDARS General...23 BSP Manual for Agents Chapter January 2012 Page 3 of 23

4 14.1 ADDRESSES & CONTACTS IATA Local Office IATA United Kingdom Spencer House 23 Sheen Road Richmond upon Thames TW9 1BN United Kingdom Customer Services Internet: Telephone: Monday to Friday 9:00-12:00 (local time) Data Processing Centre ADP-GSI C/ Bravo Murillo, 377 Pl. 7-A Madrid Spain Tel.: Clearing Bank RBS (Natwest) City of London Office PO Box Princess Street London EC2R 8PA List of Approved Ticketing System Providers GALILEO, SABRE, AMADEUS, WORLDSPAN, DELIGHT, CARMEL, FARELOGIX BSP Manual for Agents Chapter January 2012 Page 4 of 23

5 LCAG Delegates The LOCAL CUSTOMER ADVISORY GROUP (LCAG) is a forum where Airline delegates discuss operational issues for the BSP. For any requests towards LCAG, please find the current delegates: Kate Trepczynska (Chair) British Airways (kate.trepczynska@ba.com) Paul Taylor Air Canada (Paul.Taylor@aircanada.ca) Mohamed El Harrari Air France (moelharrari@airfrance.fr) Harry Moriarty American Airlines (Harry.Moriarty@aa.com) Karen Dean BMI (karen.dean@flybmi.com) Kevin Brown Continental Airlines (Kevin.brown@co.com) Druvi Gunawardena Emirates (druvi.gunawardena@emirates.com) Munazza Naqvi Gulf Air (munazza.naqvi@gulfair.com) Laura Manisi (IBCS) Heli Air Monaco (laura.manisi@ apg-ga.co.uk) Kumi Kitao Japan Airlines (kumi.kitao@jal.com) Bev Burgess KLM (Beverley.burgess@klm.com) Nils-Oliver Hesselink Lufthansa (nils-oliver.hesselink@dlh.de) Richard Migdley SAA (RichardMidgley@flysaa.com) Rakesh Patel Singapore Airlines (rakesh_patel@singaporeair.com.sg) Julie Killick United Airlines (Julie.killick@united.com) Kate Winchester Thai Airways (katew@thaiairways.co.uk) Stefano Casaregola US Airways (stefano-casaregola@usairways.com) Angela Lochlin Virgin Atlantic (angela.lochlin@fly.virgin.com) APJC Delegates The AGENCY PROGRAMME JOINT COUNCIL (APJC) is a forum where Airline and Travel Agency delegates may consider all aspects of the Agency Programme in the country/area and make recommendation thereon in the form of agenda proposals to the Passenger Agency Conference. For any requests towards APJC (e.g. suggested changes for PAConf), please find the current delegates: Paul Wait - Chairman Virgin Atlantic (Paul.A.Wait@fly.virgin.com) Doreen Mackenzie ABTA (dmckenzie@knocktravel.co.uk) Claire Trevis ABTA (Claire.Trevis@lowcostholidays.com) Lindsay Ingram ABTA (Lindsay@newmont.travel) Katie Ingram ABTA (Katie.Ingram@statravel.co.uk) Melanie Thompson ABTA (melanie.thompson@tuitravel.com) Tony Berry GTMC (tony.berry@hrgworldwide.com) Peter Drummond GTMC (peterdrummond@horncastle.co.uk) Ajay Sodha GTMC (asodha@keytravel.co.uk) Aman Kohli SPAA (kohlitravel@btclick.com) Bruno Jayer Harry Moriarty Marin Ryan Nigel Masson Clive Wratten Nigel Tyson Yeoh Phee Teik Julie Killick Air France (brjayer@airfrance.fr) American Airlines ((Harry.Moriarty@aa.com) British Airways (martin.ryan@ba.com) Emirates (nigel.masson@emirates.com) Etihad Airways (CWratten@etihad.ae) KLM (Nigel.Tyson@KLM.COM) Singapore airlines (pheeteik_yeoh@singaporeair.com.sg) United Airlines (julie.killick@united.com) BSP Manual for Agents Chapter January 2012 Page 5 of 23

6 14.2 PARTICIPATING AIRLINES Participating Airlines List The list appearing in Appendix A includes participating Airline members of BSP per country. BSP Manual for Agents Chapter January 2012 Page 6 of 23

7 Airline Contact Details For any queries towards a BSP Member Airline you will find contact details for airlines, on which your Travel Agency have had sales, on the BSP Agent Consolidated Billing Statement, which is included among BSP Reports for each remittance. BSPlink Enhanced Agents can access the function Airlines on BSPlink and in this way retrieve Airline contact details at any time CUSTOMER INTERFACES QUESTIONS General For any questions about your ticket sales and the BSP Procedures, there are several ways to find the answers. This Manual should be one of the first sources for you to check, and depending on the nature of the problem you should then turn to the respective party for help: Any problems to complete a ticket sale or problems to extract any reports from your ticketing system? This shall of course be answered by the Helpdesk of your Ticketing System Provider (i.e. Sabre, Amadeus, Galileo, Worldspan) Questions about how to issue a ticket, or any queries regarding the rules for a ticket? These should be stated directly to the Airline in question or your ticketing system provider if there is a technical problem. Questions on any discrepancies between what you have reported through your ticketing system and what you find on the BSP Reports? Check which document is causing the discrepancy, and then report this to IATA. IATA has several customer interfaces where you can seek information and we wish to point out some of them below IATA Country homepage - The IDFS Ireland home page will have local information regarding this market, including airline key contacts, Customer bulletins and circulars, and BSP/CASS performance statistics, as well as links to other IATA products & services IATA Customer Services Help Desk or Portal The customer queries are primarily handled through IATA Customer Service Help Desk / Portal: BSPlink BSPlink Basic BSPlink is the user interface for all parties in the BSP Process. This is where you as an Agent will receive all your BSP Reports and corrective actions such as ADM/ACM and Refund Applications are entered and maintained by Airlines and Agents. Also, IATA sends any important operational information using the file download function. Make sure to log into BSPlink on a regular basis and check for any new files, ADM/ACMs, or BSP Bulletins for new or changed procedures. BSP Manual for Agents Chapter January 2012 Page 7 of 23

8 BSPlink Enhanced In addition to the Basic functions described above, BSPlink can also be used to extract online reports, search for historic BSP data (document data, ADM s etc), create groups for many IATA locations, and get notifications for new files and much more. The Enhanced functions have a cost involved but might very well be worth it. Furthermore the Ticketing Authority is maintained by Airlines on BSPlink so you as an Agent can always check which Airlines allow you to sell their tickets. For that functionality, Airlines, Agents and Ticketing System Providers can access the system, so BSPlink adds a full transparency between all parties of the process. For further information please check directly on the BSPlink site found on or Contact Us via IATA International homepage - By entering to you will come to IATA s global home page. Here you can find information on all IATA activities, find ruling resolutions and also buy any IATA publications via the online store. A search tool is available on the site, which will help you to find the information you are looking for. BSP Manual for Agents Chapter January 2012 Page 8 of 23

9 14.4 STANDARD TRAFFIC DOCUMENTS (STD) STDs used ET = Electronic Ticket Resolution 854 governs the implementation and operation of automated and electronic ticketing systems in a BSP country or area. Guidelines based on the technical, and other, specifications incorporated in the PAConf and PSC Resolutions for the implementation and operation of Automated and Electronic Ticketing in a BSP have been issued to all IATA Managers. A Member or any other party wishing to make facilities available to Agents for the automated issuance of STDs, must advise the local IATA Manager who will verify the technical compatibility of the system with the operation of the BSP, and its compliance with relevant IATA Resolutions in regard to document printing and data reporting formats. Electronic Ticketing (ET) is a method to record the sale of passenger transportation without the issuance of paper flight coupons. The flight coupons issued for carriage are held electronically in the airline system via the GDS system used by the Agent. Electronic Tickets can also be refunded via the issuing GDS. v- MPDs = Virtual Multiple Purpose Documents This is an electronic version of the manually issued MCO and is issued in BSPlink. The BSP Airlines must specifically authorise the issuance of vmpds by an Agent in BSPlink.If an Agent needs to issue a vmpd on a certain airline but the system will not permit it, contact the BSP Airline and request the authority. The vmpd can be issued for any of the services for which the manual MCO or automated MPD is issued and can be issued for either Cash or Credit Forms of payment. The serial number of the vmpd is generated at time of issuance from a central market repository The vmpd may not be amended once it issued and it may only be cancelled on the day of issue, after the day of issue a refund application must be made to the plated airline The vmpd is automatically reported to the DPC and will appear on Billings sorted by serial number. Automated MPD (multi purpose document) It is equal to vmpd, but issued through your GDSs instead of BSPlik BSP Manual for Agents Chapter January 2012 Page 9 of 23

10 14.5 STANDARD ADMINISTRATIVE FORMS (SAF) Administrative forms used General Minor Adjustment Notice (MAN) The Minor Adjustment Notice MAN is used for correcting ticketing errors in data processing, discovered when reconciling the Agent s BSP Billing Analysis. Such errors must specifically relate to Tax or Commission values, where such values entered in the Remittance Area of the ticket, Refund Notice of ACM/ADM have been transposed or calculated incorrectly onto your billing. The MAN may also be used to claim commission on commissionable Tax/Fee/Charges subject to the BSP Airline Authority. The MAN may NOT be used for: refunds, fare calculation errors, adjustments to Net Remit Supplementary Commission values or other adjustments not specified in this section. When travel agents need to issue a MAN for a value higher than the Maximum permitted by the authorising airline, the document is automatically issued as an ADM Request (for MAN Debit) or as an ACM Request (for a MAN Credit): these documents are subject to airline approval. SPCR (Settlement Plan Credit) ACM (as per following section) issued by IATA for commercial invoice purposes SPDR (Settlement Plan Debit) ADM (as per following section) issued by IATA for commercial invoice purposes ADMD (Agent Debit Memo Default) ADM (as per following section) issued by IATA for clawback purposes when BSP settles on reported sales basis ACMD (Agent Credit Memo Default) ACM (as per following section) issued by IATA for clawback purposes when BSP settles on reported sales basis Airline own accounting memoranda Individual BSP Airlines also prepare certain BSP accounting memoranda, which are sent directly by the BSP Airline to the Agent concerned. Where BSPlink ADMs/ACMs have been implemented, the documents are issued under the provisions of resolution 850m, either online in BSPlink, or by using a mass file upload feature. This feature allows the airline (or third party acting on the airline s behalf) raising the ADM/ACM to issue the document in its own system and upload as a file into BSPlink so the Agent can view it. Nondisputed ACMs/ADMs are automatically reported to the DPC for processing and inclusion in billings. Local dispute periods are automatically taken into account, and online disputing through BSPlink can be activated by the airline. The airline can also download disputed transactions from BSPlink, and load them into their own system for dispute handling. The purpose of these accounting memoranda is to adjust the Agent s account with the Airline via the BSP. The two accounting memoranda are: Agency Debit Memo (ADM) Agency Credit Memo (ACM) BSP Manual for Agents Chapter January 2012 Page 10 of 23

11 Agency Debit Memo (ADM) The ADM serves to notify an Agent that unless there is some justification to the contrary, the Agent owes the issuing BSP Airline the amount shown on the ADM for the reasons indicated. In case of disagreement, the Agent is obliged to contact the issuing Airline within the set disputing period, which is calendar 30 days. An ADM shall only be processed through the BSP, if issued within nine (9) months of the final travel date. Any claims beyond this period need to be addressed outside of the BSP processes. Agency Credit Memo (ACM) The ACM is used in those cases where the Airline owes money to the Agent. The Airline submits an ACM to the Agent, setting out the details of the amount to be credited to the Agent ADM/ACM Procedures Where BSPlink ADMs/ACMs have been implemented, the documents are issued either online in BSPlink, or by using a mass file upload feature. This feature allows the airline (or third party acting on the airline s behalf) raising the ADM/ACM to issue the document in its own system and upload as a file into BSPlink so the Agent can view it. The rules governing the issue of Airlines ADMs are detailed in resolutions published in the Travel Agent s Handbook Ticketing Authority through BSPlink Only the Airline can assign Ticketing Authority to their appointed Agents. The Ticketing Authority is assigned through BSPlink by the Airline. Any updates to their Ticketing Authorization List is managed by the Airline directly. BSP Manual for Agents Chapter January 2012 Page 11 of 23

12 14.6 BSP BILLING REPORTS OUTPUT General IATA provides Agents with a range of BSP Reports for each period (usually four billing periods per month). The reports are provided in electronic form via BSPlink. The BSP reports are final remittance statement. Because the BSP reports are considered as supporting accounting documentation it is important that Agents will save BSP reports for the time prescribed in the local legislation (normally period of 7 years depending of the country). The reports are available online on BSPlink for the period of 2 months. Old reports can be requested from BSP local office, and if available there is a cost involved with such a rerun. Reports are provided in the.pdf format and are compressed. Agents are required to have appropriate software (e.g. Acrobat Reader and a WinZip program). BSP Manual for Agents Chapter January 2012 Page 12 of 23

13 BSP Reports available Please, check and mark (X) when necessary, your Local Data Processing Centre reports available for Agents AT BELUX CH CY ES FI FR GR IE IT MT NL N&B PT UK Agent Annual Sales Volume & STD Usage X X X X X X X X X Agent Credit Card Detail Report X X X X Agent Financial Year Summary X X X X X Agent Net Remit Tickets Error Report X X X X X X Agent Refund Rejection Report X Agent Remittance Notice X X X X X Agent TAX Type Summary X X X X X BSP Agent Analysis and Billing Statement X X X X X X X X X X X X BSP Agent s Group Billing (R2489) X Document facsimile report X Factura X IATA TAX Summary for Agents - International X RET Validation Error Report (Agent) X Agent remuneration Audit Report (R2373) X Agent Invalid Supplementary Commission Report (r2005) X

14 List of BSP Reports with descriptions Below are descriptions of BSP reports sent to Agent s. Please note that the File Name stated e.g. STMmmpE, will reflect the month and period such as STM012X for January period 2. BSP Agent Billing Analysis and Statement This set of reports provides the detailed information ticket by ticket, billed to the Agent for the specified Billing Period (Billing Analysis). The transactions are sorted by the four main groups, being ISSUES, ADM, ACM and REFUNDS, and within each category, sorted by ticket document number. Information totals are also provided in the form of a Billing Statement / Agent Remittance Notice (total amounts due for the billing period) or a Breakdown of Sales per Carrier (includes total amounts due, but split by airlines). More information Exchange tickets, Check Digit and Coupon Usage Indicator on exchanged ticket number are displayed ("Comments" column). Tour Code is displayed on Comments column. Date of Issue is displayed on its own column. In some cases tax totals are displayed on the last page of the billing analysis and in other countries this information is provided on a separate report (Agent TAX Type Summary Report) Frequency: Media: Format: File name: Price: By reporting or billing period BSPlink PDF It varies from country to country Standard free of charge.

15 Agent Credit Card Detail Report This report shows credit card transactions that have been forwarded by IATA within the Credit Card Invoicing Scheme. Frequency: Media: Format: File name: Price: Periodically BSPlink PDF AGDTX100 Standard free of charge. Agent TAX Type Summary Report This report provides a summary of the tax types for each Agent, giving totals for each tax type and broken up into cash and credit, refunds and ADMs and ACMs. Frequency: Media: Format: Periodically BSPlink PDF File name: TAX1mmpX (see description above) Price: Standard free of charge. Agent Net Remit Tickets Error Report This report prints all the Net Remit error tickets for an agent. The tickets are sorted by ticket number. The itinerary details are also included in this report, as well as the error for the ticket. Frequency: Media: Format: Periodically BSPlink PDF File name: NETEmmpX (see description above) Price: Standard free of charge. BSP Manual for Agents Chapter January 2012 Page 15 of 23

16 Agent Annual Sales Volume & STD Usage This is by calendar month and it outlines all sales volumes and STD Usage for an agent. The report is grouped by airlines showing gross and net issues for domestic and international. Frequency: Media: Format: File name: Price: Annual BSPlink PDF STGSVyyX (see description above) Standard free of charge Agent Financial Year Summary This report gives agents financials by calendar month. Frequency: Media: Format: File name: Price: Annual BSPlink PDF STGFYyyX (see description above) Standard free of charge BSP Manual for Agents Chapter January 2012 Page 16 of 23

17 14.7 REMITTANCE PROCEDURES General IATA produces and forwards to each Agent a billing analysis and summary on behalf of all BSP Airlines. This statement identifies the amount due from/to the Agent, which is to be settled with the Clearing Bank in strict compliance with published remittance dates Method of Remittance See below, applicable remittance method: Country Direct Debit Transfer Cheque United Kingdom BSP X United Kingdom CASS X X Reporting Errors and Missing Remittance Notice Where an Agent, for whatever reason, has not received his Notice of Billing Statement by the remittance date, he is required to carry out the following: Notify IATA that the Notice of Billing Statement has not been received; Establish and agree with IATA the amount due for remittance on the remittance date. Where an Agent s remittance amount is affected by a Ticketing System Provider, that fails to report parts of agency sales for the referred period or due to Agent s own negligence to report issued tickets he is required to carry out the following: Notify IATA Establish and agree with IATA the amount of deposit due for remittance on the remittance date or on a date advised by IATA. The Agent must ensure that sufficient funds are available to facilitate the settlement process. Notifications to IATA have to be addressed with proper notice through the customer portal Post-Settlement Errors discovered by Agent If an Agent discovers a billing error after remittance date, the Agent is to approach the BSP Airline concerned with an adjustment request. Where the BSP Airline agrees with the Agent's adjustment claim, an ADM or an ACM is raised for the amount over- or under remitted Post-Settlement Errors discovered by the BSP Airline Corrections of errors discovered by a BSP Airline are made by sending an ADM or an ACM to the Agent. In some cases when unreported documents are detected by the BSP Airline, it may require IATA to issue a notice of Irregularity, based on the Resolution 832. The Airline will notify the Agent in writing of such discrepancy with a copy to IATA who will then take appropriate action. BSP Manual for Agents Chapter January 2012 Page 17 of 23

18 Net Remittance Net Reporting is an agreement between an Airline and an Agent to report STDs at a value other than the published fare. The difference between the amount entered in the STD s fare box and the agreed fare may be a Supplementary (Commission) Amount in the Agent s favour, or the Agent may sell the STD at a reduced price to customer. When an Airline enters into an agreement with Agent authorizing the Agent to sell net reporting STDs, the Airline establishes a special code(s) (eg. Tour code, Commercial Agreement Reference) with the Agent. Please mark (X) the applicable local Net Remittance Method for your country. Net Remittance Method 1 - Value Coding Net Remittance Method 2 - Using the Fare Area of the Remittance Area Net Remittance Method 3 - Using the Commission Percentage of the Remittance Area Net Remittance Method 4 - Using the Commission Amount of the Remittance Area Net Remittance Method 5 - Contract Coding AT BELUX CH CY ES FI FR GR IE IT MT NL N&B PT UK X(2A)

19 14.8 SANCTIONS, ADMINISTRATIVE AND CLEARING BANK CHARGES All references to Sections, Paragraphs and Subparagraphs below are references to Sections, Paragraphs and Subparagraphs as prescribed in Resolution 832 of the Travel Agent s Handbook, unless stated otherwise Administrative Charges Dishonour Cheque Charge In the case that payment of a cheque is dishonoured, IATA may apply this charge to corresponding agent Interest and Clearing Bank Charges Late Payment Fee For cases where the travel agent pays remittance amount late, IATA may apply an interest rate charge against the missing amounts multiplied by the number of days the amount remains outstanding Sanctions Reinstatement Fee When a reinstatement action is triggered after a default process, IATA may apply a penalty fee.

20 14.9 CREDIT CARD SALES General Subject to the authority of the ticketing Airline and the procedures set out in this manual, an Agent may accept Credit Cards and/or Charge Cards in full payment for ticket sales on behalf of the plated airline. Failure to comply with the procedures herein and/or the airlines policies may result in the transaction being billed as cash to the Agent s Billing and once such action is taken, the airline will not retrospectively accept a card as payment for the transaction. Furthermore should a customer dispute and refuse to pay a transaction appearing on their Card Statement where such transaction was generated by an Agent, the airline will raise an ADM for the full value of the rejected transaction and the Agent must settle same. It is important that all Agents understand the general principles of Credit Card transactions. When processing a credit card sale, the Agent should always ensure card acceptance and follow customary safety precautions with Airlines, as necessary: Does the Airline accept Credit Card as form of payment? Does the Airline accept this type of Credit Card as form of payment? Is the credit card abbreviation valid? o o o o o o VI Visa CA Master Card (including Eurocard) DC Diners Club AX American Express Card TP Airlines own UATP cards (ATCAN) JCB Japan Credit Bureau Is the card offered a valid card? Has it been altered in any way? Has it been blacklisted by the issuing Card Company Does the signature on the charge form match with that on the card? (a local CC acceptance procedure may involve controlling the Card holder s identity as customary) Is the Card within the validity date? Negotiate an approval code from the Credit Card company Ticket Entry on Credit Card Sales When accepting the Credit Card on the behalf of an Airline the credit Card details shall be entered in the Form of Payment box of the ticket. Credit Card number must follow a specific format For Entry in the Ticketing System the Agents must control the applicable format with the Ticket System Provider. The format shall cater for Approval code and Date of Validity For the Manual documents the entry in the Form of Payment box shall follow following format Where: CCVI followed by the expiry date, 12/09 for example CC indicates Form of Payment = Credit Card VI indicated type of Credit Card (in this case Visa) indicates credit card number BSP Manual for Agents Chapter January 2012 Page 20 of 23

21 The approval code is entered in its own box Face to face transactions For face-to-face credit card transactions the Airline will hold Agents responsible if customary safety precautions were not taken and result in the Credit Card being rejected due to fraudulent use Non Face to face transactions These are transactions where the cardholder is not present at time of issue. Such transactions are either made by telephone or mail order or against signature on file. These sales are accepted at the risk of the Agent. Any charges in respect of disputed transactions will be passed back to the issuing office. Where a BSP Airline incurs a loss and such loss is attributable to an Agent s failure to adhere to the instructions of the Airline in respect of credit card sales, the Airline may invoice the Agent for such loss. (In normal cases, an ADM will be issued by the Airline.) Passengers Signature All Tickets issued against Credit Card require approval by the Cardholder. This is expressed by a cardholder s signature. In those cases a Credit Card charge form is used (described in later paragraph) the cardholder shall sign the CCCF. In cases where the ticketing procedure will not require a CCCF the cardholder shall sign the Agent Coupon of the ticket Reporting of Credit Card Sales by IATA/BSP All Credit Card Sales are reported on the BSP Billing Analysis and Statement under a separate column. The commission amount is credited to the Agent in cash and as such is deducted from the total balance payable. BSP Manual for Agents Chapter January 2012 Page 21 of 23

22 14.10 REFUNDS General An Agent is permitted to effect refunds on STDs that were issued and reported by the Agent himself. In all other cases, prior permission must be obtained from the Airline whose document has been used. In all cases where prior permission to affect a refund must be obtained from the Airline concerned, either as a matter of policy or because the Agent cannot compute the refund himself, an Airline Refund Application/Authority must be issued ect Refunds/Refund Notice Procedures for automated reporting of refunds via GDS / Ticketing System Validate that the ticket is refundable according to the rule of the ticket issued. Register the refund in the same Ticketing System where the original document was issued (contact your ticketing system if unsure if this is possible, or if you have any queries about how to perform the task in the system) Refund Application The Refund Application is to be used in all cases where the Agent is not allowed to issue a refund notice on the original GDS /Ticketing system (partial refunds, class downgrade, ). The Agent is to complete all details about the refund requested on the BSPLink system, print a copy of the request and attach any documents or coupons related to it in order to send the full application to the ticketing BSP Airline. The BSP Airline computes the refund request, and approves or rejects the application directly on BSPlink. Procedures for Refund Application on BSPlink Access the Refund Application in BSPlink through the function Issue Refund Application from the Document Enquiry screen and thus have the form auto populated with the basic values from a chosen document. After processing the Refund Application, the system will confirm the completion of the action and a Refund Application number is issued. If your agency is an enhanced BSPlink user, you may also control the status of a Refund Application at any time by looking in the Refund Application Query. ONLY FOR ENHANCED USER? Print out the Form, attach any documents or coupons related to the refund requested and send this directly to the Airline in question using the address on the BSP Billing Statement or Address provided by the Airline for this purpose. The Airline will respond by approving or rejecting your application in BSPlink. In case of an approval, they will keep the Refunded document and you will find the processed information on your Billing Analysis for the next reporting period. You can follow the rejection/approval process by using Refund Application Query in BSPlink (BSPLink enhanced users). The status will show pending for any applications not yet handled by the Airline, and Authorised or Rejected for those who are. In order to monitor any action taken by the Airline, BSPlink Enhanced users can take advantage of the alert function in BSPlink. Approved Refund Applications will automatically be forwarded for processing at the DPC and will appear on your next coming Billing Analysis; you will not receive any stub for reporting or the refunded document back from the Airline Handling of Refunds by IATA Members Under the provisions of IATA Resolution 824r, Members have agreed to expedite refunds on unused or partly used traffic documents in accordance with the following practices: Unused traffic documents Members will ensure that valid refunds on totally unused traffic documents are made or authorized not later than the following remittance date after the carrier receives the refund application from the Agent. Partly used traffic documents Members will ensure that refunds on partly used traffic documents are made or authorised by not later than two months after the carrier receives the refund application from the Agent. BSP Manual for Agents Chapter January 2012 Page 22 of 23

23 14.11 REPORTING CALENDARS General The reporting calendar shows all important dates of the BSP remittance process. Agents are obliged to check the dates in the calendar To access your local reporting calendar, please visit: BSP Manual for Agents Chapter January 2012 Page 23 of 23