Group Policies GROUP POLICY REVISION : 27 JANUARY P a g e 0

Transcription

1 GROUP POLICY REVISION : 27 JANUARY 2017 P a g e 0

2 Contents INTRODUCTION DEFINITIONS GROUP REQUEST / BOOKING PROCEDURE GROUPS DEPOSIT AND TICKETING TIME LIMITS FUEL SURCHANGE YQ AND Q GROUPS STANDARD TERMS AND CONDITIONS GROUP TYPES LEISURE OR HOLIDAY GROUPS SCHOOL & EDUCATIONAL GROUPS LABOUR GROUPS SPORT GROUPS MARINE GROUPS INTERLINE GROUPS UMRAH GROUPS HAJJ GROUPS MEETING AND INCENTIVE GROUPS (MICE) GOVERNMENT GROUPS SERIES GROUPS MH GROUP CLAIM GROUP FORM OF PAYMENT ADM PROCESS & POLICIES GROUP DESK CONTACT DETAILS AND WORKING HOURS P a g e 1

3 1. INTRODUCTION This document outlines the Malaysia Airlines Berhad policies and procedures for the handling of group business. All policies and procedures in this document supersede any existing policies and procedures that are in place. These conditions represent the minimum requirements. This document segments the groups market (e.g. Ad-Hoc Groups, Series Groups, Labor Groups etc) and for each segment provides a description of the segment together with the applicable request/booking procedures and associated policies and terms and conditions. P a g e 2

4 2. Definitions: Group: A party of 10 or more passenger in Economy, 8 or more in Business and 5 or more in First (excluding infants) traveling together constitute a group. ** First & Business Class seats on group will be subjected to route evaluation Group Fare: The group fare quote is subject to the availability of seats at the time of PNR processing. Any subsequent changes in routing, dates and flights would require a re-assessment of the fare. Deposit Amount: In order to avoid the risk of inventory spoilage, every group confirmation requires a deposit amount (advance payment) to be collected. Deposit Time Limit: A time limit to collect the advance payment. At the time of Group confirmation, Malaysia Airlines Berhad assigns a deposit collection time limit. Ticketing Time limit: In order to ensure the 100% materialization, Malaysia Airlines Berhad assigns a ticketing time limit after deposit collection. Customer Types in Groups: There are several customer type based on business nature and traffic type, e.g. Leisure and holiday groups, Meeting and Incentive Groups, Religious Groups, Labor Groups etc with different terms & condition applicable. Interline Group: Groups that are sold in conjunction with interline partner s air sectors, e.g. DXB-CDG, HKG-LAX. Groups Add-ons: Additional passenger to an already booked group. In case of add on group requests required, please submit via and mention main PNR reference number. Groups Tour Code: In order to keep a track of groups revenue and utilization, certain group tour/ticketing will be given a Tour Code Travel Pattern: A pattern is a set of departures to a common travel destination. Long Haul Flights: United Kingdom, Australia and New Zealand flights are considered as Long Haul Flights Short Haul Flights: Domestic and the rest of the sectors not mentioned in Long Haul definitions are considered as Short Haul Flights P a g e 3

5 3. Group Request /Booking Procedure All group requests must be submitted only via to 4. Groups Deposit and Ticketing Time Limits 4.1 Deposit: In order to secure a group booking and to avoid the risk of inventory spoilage, every group confirmation requires a deposit amount (advance payment) to be collected Deposit Amount: Minimum 10% of the fare or MYR 100 (whichever is the highest) on Short Haul flight & minimum 10% of the fare or MYR 200 (whichever is the highest) on Long Haul flight (excluding taxes and surcharges) must be collected as non-refundable deposit. For Peak dates, special events and where a group takes a significant proportion of the aircraft capacity, Malaysia Airlines Berhad may stipulate a higher deposit requirements and/or more restrictive ticketing time limits. This will be indicated at the time of group confirmation Deposit Transfer: Deposits are non-transferable i.e. they cannot be used for part payment for another group Deposit Refund: Refundable: Under group claim, group deposit will be refunded 24hrs after ticket issuance. Non-Refundable: Group deposit is nonrefundable incase of whole group cancellation, or if the cancellations are more than 20% of the total group size. The deposit to be retained for every individual cancellation in excess of 20% 4.2 Ticketing: Full nonrefundable payment at ticketing time limit allows ticketing to be done at 72 hours before departure. 5. Fuel Surcharge YQ and Q for Groups 5.1 Description: Malaysia Airlines treats fuel surcharge a part of fare while evaluating a group, and therefore it is included in fare approved. P a g e Request Submission: Please ensure the requested group fare must be inclusive of fuel surcharge. Addition to YQ, if there is any Q surcharge applicable as well, please ensure that Q should also be added in the requested fare Group Approved Confirmation: The group fare approved on the confirmation is inclusive of YQ and Q. Any other applicable surcharges e.g. YR or weekend surcharges (if any) to be added separately at the time of ticket issuance Deposit Collection: Deposit has to be collected based on the value of the approved fare upon groups confirmation.

6 6. Groups Standard Terms and Conditions Group Policies 6.1 Deposit and Ticketing Time Limits: The table below details the minimum deposit amount to be collected, the timeframe within which it should be collected and the ticketing time limits to be applied. Bookings X Days to Departure Above 90 days 31 and 90 days 11 and 30 days Materialization Grace Period (After Confirmation) 21 days 7 Days 72 hours Deposit Amount 10% of the fare or MYR100 for Short Haul Flights & 10% of the fare or MYR200 for Long Haul Flights Deposit to be Collected Within 60 days of confirmation Within 14 days of confirmation Within 7 days of confirmation (if applicable) Tickets to be issued /Full Payment collected Domestic & The Rest Flights 14 days before departure 14 days before departure 10 days before departure UK, AUS & NZ Flights 21 days before departure 21 days before departure Within 7 days of confirmation 10 and less N/A N/A Immediate full payment Immediate Immediate Note: If full (nonrefundable) payment is collected at ticketing deadline, the tickets then can be issued up to 72 hours before departure. 6.2 Deposit Time Limit Revision: Malaysia Airlines Berhad has the authority to overwrite the deposit time limit assigned at the time of group confirmation. 6.3 Ticketing Time Limit Revision: Malaysia Airlines Berhad has the authority to overwrite the ticketing time limit assigned at the time of group confirmation. 6.4 Cancellations: a) Twenty percent (20%) of the total group size is allowed to be cancelled provided the minimum group size must remain 10 - before ticket issuance this is allowed FOC, after full nonrefundable payment (before ticketing) is subject to penalty of MYR50 for Domestic Flights & MYR100 for International Flights each ticket. b) Any cancelation for more than 20% after the grace period and before deposit payment, penalty of MYR50 for Domestic Flights & MYR100 for International Flights each seat is applicable. c) Any cancellation for more than 20% after deposit payment, deposit will not be refunded for cancelled seat. d) In any case number of passenger dropped below 10, normal system fares applies subjected to RBD availability in the system and additional fares / charges. e) Any cancellation after group claim or after tickets issuance will be non-refundable. P a g e 5

7 6.5 Refund: All group tickets are non-refundable with exception of Name Change (refer 6.7), the original ticket has to be submitted for refund and MYR100 admin fee is applicable. 6.6 Date changes: The entire group must travel together; however, up to 20% of the total group size is allowed to make one date change on the inbound date/flight. These changes can take place before or after departure. Before ticket issuance changes are allowed FOC subject to the same fare/class availability. After ticketing, the date change fee of MYR50 for Domestic Flights & MYR100 for International Flights will be charged per passenger. If same fare level is not available, the additional difference of fare should be charged. 6.7 Name Changes: Before and after Ticketing: Name changes allowed at MYR50 for Domestic Flights & MYR100 for International Flights per passenger. A new ticket has to be issued for new passenger and the original ticket to be refunded with a charge of MYR100 as admin fee. 6.8 Up-Sell: Group Tickets can be up-sold at system fare difference, the most restrictive terms and conditions would be applicable. Push upgrade process/rates can also be applied if available. 6.9 Child Fare: Child discount is applicable for maximum 20% of the total group size Child Discount: Child is entitled for 15% discount on adult system fare or subject to tactical terms and condition Group Size: Minimum 10 or more passenger qualify for a group fare, if the group reduces to less than 10 passengers, the booking will be treated as individual passenger and the group fare and terms and conditions will no longer be applicable. Individual market fare will apply Open Dated Return: Not Permitted Booking Churn: In order to avoid the deposit time limit, stations/agents are not permitted to cancel a group booking and then request to reinstate STPC: Groups are not eligible for STPC. P a g e 6

8 6.15 Stopover: Stopovers will be allowed at the group s own expense No- Show: If a group passenger(s) no-shows on the outbound journey, the entire onward and return journey will be cancelled. MYR150 for Domestic Flights & MYR300 for International Flights is the no-show fee in-case of a date change (Cancellations within 24hours will be treated as no-shows) Quotation Validity: All group quotations (group fare without space confirmation) are valid for 72 working hours from the time of quotations and are always subject to seat availability Utilization: 80% utilization for each group after materialization grace period is mandatory. In-case utilization falls below 80%; Malaysia Airlines Berhad either will retain the deposit amount if cancellations are before Ticket issuance or full value of the ticket if cancellations are after ticket issuance or full non-refundable payment collected Deviation: Only 20% of the group are allowed to deviate from the original groups (ie different exit point for inbound sector). The deviation cost will be at MYR50 for Domestic Flights & MYR100 for International Flights per passenger. 7. Group Types 7.1 Description: There are two major group Types Adhoc Groups: A party of 10 or more passenger (excluding infants) traveling together on the same outbound and or inbound flights and dates. This is a one-off movement for specific dates. Adhoc group type based on the business nature of different traffic segment such as : Leisure or Group Holidays School or Educational Groups Labor Groups Sports Groups Marine Groups Interline Groups Umrah Hajj Groups Meeting and Incentive Groups (MICE) Government Groups P a g e 7

9 7.1.2 Series Groups: Minimum of 8 consecutive movements of a similar group size (minimum 10 passengers) from the same agent or 200 passenger from same travel agent in a travel pattern e.g. 10 passenger every Tuesday over the travel period 01Mar to 31Oct. 8. Leisure or Holidays Groups 8.1 Description: A party of 10 or more passenger (excluding infants) traveling together on the same outbound and inbound flights and dates 8.2 Request / booking procedure: Procedure). 8.3 Terms and Conditions: Standard terms and conditions detailed in section 4 & 6 (Groups Standard Terms and Conditions) apply. 9. School / Educational Groups 9.1 Description: Students traveling on educational trips. 9.2 Request / booking procedure: Procedure). 9.3 Terms and Conditions: Standard terms and conditions detailed in section 4 & 6 (Groups Standard Terms and Conditions) apply. Except Child Group Size: Child Group size of 20% from the entire group size will not be applicable. 10. Labour Groups 10.1 Description: Labor / manpower group movement Request / Booking Procedure: Procedure). P a g e 8

10 10.3 Terms and Conditions: Standard terms and conditions detailed in section 4 and 6 (Groups Standard Terms and Conditions) apply with exception of: Child Fare / Child Discount: Not permitted Stopover: Not Permitted 11. Sport Groups 11.1 Description: Sports Teams traveling all year round for professional or amateur sport Request / Booking Procedure: Procedure) Terms and Conditions: Standard terms and conditions detailed in section 4 and 6 (Groups Standard Terms and Conditions) apply with the following exception: Name Changes: Due to late selection announcements or any sudden injury, the name changes are allowed FOC even after ticketing. A new ticket has to be issued for new passenger and the original ticket to be refunded with a charge of MYR100 as admin fee. 12. Marine Groups 12.1 Description: Engineers / Contractors / Inspectors / maintenance staff traveling to carry out work on a vessel whether in dock or at sea, cruise ship crew including on-board entertainers and medical staff, dredging Crew Request / Booking Procedure: Procedure) Terms and Conditions: Standard terms and conditions detailed in section 4 & 6 (Groups Standard Terms and Conditions) apply with the following exception: Child Fare / Child Discount: Not permitted Stopover: Not Permitted P a g e 9

11 13. Interline Groups 13.1 Description: Malaysia Airlines online sectors combined with interline partners network, e.g. DXB-CDG on EK OR HKG- LAX on CX Request / Booking Procedure: Procedure) with the following additions Terms and Conditions: Standard terms and conditions detailed in section 4 & 6 (Groups Standard Terms and Conditions) apply with the following exception: Deposit and ticketing time limits advised by interline partners for interline sectors and or any other terms and condition from Interline partners. 14. Umrah Groups 14.1 Description: Religious group movement to JED. The travel period starts from two months after the hajj and last up-till end of Ramadan. Group finalization is often close to departure, typically as late at 5 7 days before departure due to late visa issuance Request / booking procedure: Procedure) Terms and Conditions: Standard terms and conditions detailed in section 4 & 6 (Groups Standard Terms and Conditions) apply except: Cancellation: 20% of the total group size is allowed to be cancelled provided the minimum group size must remain 10. Before ticket issuance this is allowed FOC, after ticketing or full nonrefundable payment this is subject to an admin fee of MYR100 for each ticket. In any case number of passenger dropped below 10, normal system fares applies subjected to RBD availability in the system and additional fares / charges. Any cancellation more than 20% after tickets issuance will be non-refundable. Given that group finalization is typically close to departure, if required full payment may be taken at the ticketing deadline with ticketing then taking place at 72hrs before departure. P a g e 10

12 15. Hajj Groups 15.1 Description: Once a year religious movements to JED for the purpose of performing Hajj only on Personal VISA (not via Tabung Haji) Request / Booking Procedure: Demand to JED during this period are subjected to Saudi Government Regulations on carrying Hajj Passenger on normal commercial flights. Therefore any request need to be submitted in advance in order for Malaysia Airlines to get a special approval from the Saudi Government. Last minute request are not be entertained Terms and Conditions: Standard terms and conditions detailed in section 4 & 6 (Groups Standard Terms and Conditions) apply with the following exceptions Deposit and Ticketing Time Limits Bookings X Days to Departure Deposit Amount Deposit to be Collected Tickets to be issued /Full Payment collected Above 90 days Within 14 days of confirmation 08 weeks before departure 60 to 90 days 25% Within 10 days of confirmation 06 weeks before departure 40 to 59 days Within 07 days of confirmation 01 Month Before Departure 39 days or less 100% Within 03 days of confirmation Within 05 days of confirmation Note: these time limits are indicative and may change. Exact time limits will be communicated at the time of confirmation Cancellations: Not allowed. 100% utilization is mandatory Refunds: Not permitted. Refund after departure only permitted in case of death of passenger. Death certificate needs to be provided Date Changes: 20% of original group size allowed to make one In Bound date change Before ticketing - FOC; after ticketing at MYR300. In case of NO SHOW, charge MYR Name Changes: Before and after MYR300 per ticket (new ticket to be issued with old ticket no. as cross reference in the Endorsement box of the new ticket) Stopover: Not Permitted 16. Meeting and Incentive Groups (Mice) 16.1 Description: A party of 10 or more passengers (excluding infants) traveling together on the same outbound and inbound flights and dates for the specific purpose of attending a meeting or as a corporate incentive. P a g e 11

13 16.2 Request / booking procedure: Procedure) Terms and Conditions: Standard terms and conditions detailed in section 4 & 6 (Groups Standard Terms and Conditions) apply for this segment with the exception that increased flexibility regarding deviations from the group will be considered at the time of group request and Grace Period Time from the date of booking confirmation is not applicable provided the agents are able to provide the letter from corporate company on a bidding process for quotation. 17. Government Groups 17.1 Description: A party of 10 or more Malaysian Government personnel travelling in a group 17.2 Request / booking procedure: Procedure) Terms and Conditions: Standard terms and conditions detailed in section 4 & 6 (Groups Standard Terms and Conditions) apply for this segment with the exception of: Deposit Payment : Nil Deposit payment Cancellation : Cancellation before ticketing is allowed without penalty with a minimum passenger travelling is 10 person. Any booking less than 10 person will be treated as FIT booking. Cancellation after ticket issuance will be charge administration fee of MYR50 for Short Haul Flights & MYR100 for Long Haul Flights Direct Booking Payment by cash / warrant / credit card / cheque Agents Booking Payment by Government warrant only 18. Series Groups 18.1 Description: Tour operator allocations are a series of departure on a weekly or on alternative week s basis for a period of at least 6 months. Any business less than this must be handled as ad-hoc group. As such movements typically cut across peak, off-peak and shoulder periods, Malaysia Airlines Berhad will evaluate requests based on the overall value of the movement to the company rather than considering individual requests in isolation Tour operator: A seller of packaged holidays, FIT and GIT. P a g e 12

14 IT (inclusive Tour): product consisting of several components packaged i.e. Air, accommodation, transfers etc Business Size: Two Hundred plus passengers per agent on MH over a period of 6 months Applicability: High season allotments not to exceed 50% of total seats requested Request / Booking Procedure: Procedure) with the following additions Booking Period: Series are normally managed seasonally, but can be processed at any time of the year. Cutoff date for allocation request is 6 months prior to first departure. Note: Requests would be handled on first come first serve basis Terms and Conditions: Ad-hoc Standard terms and conditions detailed in section 4 and 6 (Groups Standard Terms and Conditions) apply with the following exceptions Deposits: No deposit is required but the agent must achieve a minimum 80% Utilization for seats that they have held at 45 days before departure Cancellations Penalties: If the agent cancels seats within 45 days of departure and Utilization falls below 80% the following penalties apply: days before departure: MYR50 for Domestic Flights & MYR100 for International Flights per cancel seats days before departure: 50% of the base fare. Within 10days of departure: full group fare Ticketing Time Limits: Submission of names and ticketing should take place no later than 14 days before departure. Failure to do so will result in cancellation of seats with applicable cancellation penalties charged. Unnamed seats may be guaranteed after 14 days with full nonrefundable payment collected through EMD Materialization: Utilization is measured over a 2-months travel period starting from the first departure within the series. Materialization below 80% might result in reducing remaining allotments or all series groups held will be cancel. P a g e 13

15 19. MH GROUP CLAIM 19.1 Description The MH Group Claim functionality is to enable Travel Agent to take over the responsibility of their Group PNR s that was initially created and booked by MH Group Desk. The Travel Agent s PCC and IATA info is to be inserted in the OSI field of the PNR by the MH Group Desk Team. This info will be verified during the claim process to ensure that only the authorised agent can view and claim the particular PNR. Once claimed, the Travel Agents will be responsible for the PNR and issue tickets for their group passenger before the time limit imposed MH Group Claim Process 1. Travel Agent submits Group Request to MH Group Desk through a dedicated address POS MYS : mysales.group@malaysiaairlines.com 2. MH Group Desk team evaluates and processes the request. Example: GRPF, inventory availability and peak season etc. 3. Travel Agent issues EMD-S for deposit payment and a scan copy to MH Group Desk at least 24 hours before GRPD expiry. 4. MH Group Desk input OSI on Travel Agent s PCC/IATA info. Example: OSI:MH CLAIM/HDQ1B/P4B8/ The PCC/IATA info is validated against the GDSA/GDSV table in SITA. Only Travel Agents listed in the table will be able to View/Claim the PNR. I. Entry to View PNR: QMH/*WMGY7 II. Entry to Claim PNR: QMH/*CLM 6. Travel Agent services the PNR after Claim Example: Passenger name, FQTV, DOCS, Meal Request, OSI etc. 7. Travel Agent finalizes on the PNR and issues the tickets. ** Group can be claim within 3 days prior to ticketing deadline. If claim earlier, ticket must be issued within 24hrs after claim. P a g e 14

16 19.3 MH Group Claim Flow Travel Agent submit Group Request to MH Group Desk via dedicated MH Group Desk team evaluate request Booking created by Group Desk and input OSi on Travel Agent PCC/IATA info Travel Agent issue EMD- S Deposit at least 24hrs before group deposit deadline Group Desk advise on Group Confirmation to Travel Agent via Validating GDSA/GDSV table in SITA Travel Agent claim and service the PNR 3 days prior to ticketing deadline Travel Agent finalize the PNR and issue the group tickets before the ticketing deadline P a g e 15

17 19.4 MH Group Claim Policy 1. Always perform Direct Access PNR View to ensure group is booked accordingly before Claiming the PNR. 2. Observe and adhere to the Group Time Limits imposed to the PNR : a. GRPD : Deposit Deadline b. GRPN: Names advice c. GRPT: Tickets issuance 3. Booking will be auto-cancelled upon expiry of the above Time Limit where conditions are not met. 4. Condition for PNR Claim: a. When the group is 100% firm to be ticketed. b. Group size must be 32 passengers or less per PNR booking. 5. Once Claimed, Group is deemed to be 100% materializing. The Full Fare (GRPF fare) shall than be charged (ADM) for any cancellation after PNR is Claimed. 6. Transaction Permitted for Travel Agent after PNR Claim: a. Insert passenger names before GRPN expiry. b. Insert APIS and FQTV info. c. Add relevant OSIs, SSRs. d. Divide/Split PNR e. Cancel segment/ entire booking (subject to ADM penalties) f. Amend GRPF to higher value g. Meal Request (strictly observe request format to ensure processing by MH) h. Seat Request (strictly observe request format to ensure processing by MH) i. Issue tickets; in batches of 7 tickets (due messaging limitation) before GRPT expiry. 7. Transaction NOT permitted for Travel Agent after PNR claim: a. Add segments b. Reduce PNR c. Special Service handling e.g; WCHR, MEDA d. Change of Passenger Name e. Amend GRPF to lower value (Note unauthorised reduction of GRPF may cause PNR to be cancelled) 8. Above actions are to be referred to and undertaken by MH Group Desk. 9. If booking is not being claim as per deadline, Full deposit payment will be forfeited and booking will be auto cancel. Strictly no reinstatement of booking will be entertain MH Group Claim Non Sync Issue 1. NON Sync of PNR between GDS and MH System leads to mishandling of Group. 2. Travel Agent is fully responsible to make every effort to avoid non-synchronisation of their PNR between the GDS and MH system. 3. Always cross check the PNR in MH System via Direct Access PNR View (- by same PCC and IATA only) after every transaction. 4. MH Contact point for non-sync issue Mailbox: MH.GDS.UNSYNC@malaysiaairlines.com P a g e 16

18 20. FORM OF PAYMENT Payment can be made via cash / credit card / EMD / cheque / warrant. 21. ADM PROCESSES & POLICIES For all group type, the ADM will be send to the agents automatically via BSP link if the MR rate is below the target as soon as the group is uplifted/ cancelled. - Illustration for Series/Ad Hoc Booking for a group of 30 passengers: Example 1 Materialization of 80% is not achieved Seats accepted (after Grace Period) =30pax Seats not materialized =10 (30pax- 20pax) Pax Uplifted =20 pax Materialization rate =67% ( 20 pax/30 pax) MR target =80% Cost per seat =RM50 To be billed in ADM ( for MR <80%) =4 pax X RM 50 Total ADM amount =RM Example 2 - Materialization of 80% is achieved Seats accepted (after Grace Period ) =30pax Seats not materialized =5 Pax Uplifted =25 pax Materialization rate =83% ( 25pax/30 pax) MR target =80% Cost per seat =RM50 To be billed in ADM ( for MR <80%) =RM0 Total ADM amount =RM0 P a g e 17

19 22. Group Desk Contact Details and Working Hours Phone: Working Hours: 8.30am 5.30pm (Monday Friday) Close on National or Selangor State Holidays P a g e 18