BSP Manual for Agents Local Procedures. Chapter 14 TEMPLATE FOR THAILAND JUNE 2011 ENGLISH

Transcription

1 BSP Manual for Agents Local Procedures Chapter 14 TEMPLATE FOR THAILAND JUNE 2011 ENGLISH BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 1 of 20

2 FOREWORD: This chapter (Chapter 14) covers local BSP procedures applicable in Thailand. 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 IATA Local Office Contacts in IATA Thailand Data Processing Centre Clearing Bank List of Approved Ticketing System Providers LCAG-TH Delegates APJC-TH Delegates 14.2 PARTICIPATING AIRLINES Participating Airlines List Airline Contact Details 14.3 CUSTOMER INTERFACES - QUESTIONS General IATA Customer Services IATA Thailand homepage BSPlink IATA International homepage STANDARD TRAFFIC DOCUMENTS (STD) STDs used in Thailand Electronic Tickets Allocation of electronic STDs Computer Generated Numbers (CGNs) Recall of STDs v-mpd (Virtual Multi-Purpose Document) Net Remit Credit Card (NRCC) 14.5 STANDARD ADMINISTRATIVE FORMS (SAF) Administrative forms used in Thailand - General Airline' own accounting memoranda ADM/ACM Procedures SPDR/ SPCR STD Cancellation Procedures Carrier Identification Plate Order of Priority in Selection of The Ticketing Airline Ticketing Authority through BSPlink 14.6 BSP BILLING REPORTS OUTPUT General BSP Reports available List of BSP Reports with descriptions BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 2 of 20

3 TABLE OF CONTENTS (Continue) 14.7 REMITTANCE PROCEDURES General Method of Remittance Reporting Errors and Missing Remittance Notice Net Remittance 14.8 SANCTIONS, ADMINISTRATIVE AND CLEARING BANK CHARGES Administrative Charges Late or incomplete Remittance Interest and Clearing Bank Charges Sanctions Notice of Irregularity and Default 14.9 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 Procedures for Direct Refunds Procedures for Refund Application/Notice Handling of Refunds by IATA Members REPORTING CALENDARS General FORMS **************************************************************************************************************** BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 3 of 20

4 14.1 ADDRESSES & CONTACTS IATA Local Office International Air Transport Association Room 1107, 11 th Floor, Vanit II Building 1126/2 New Petchburi Road Makkasan, Rajdhavee Bangkok Thailand Telephone: Fax: Office map (refer to Attachment 5) Contact hours: 08.30a.m. 5.30p.m. (Monday Friday) For fast response to ALL routine (non-critical) matters please log cases via our customer service portal at: or send an to Please note where telephone calls or s received for non-critical matters, agents will be requested to submit their enquiry via the customer service portal Contact persons at IATA Thailand Office Tim Colehan Tel: Country Manager - Thailand colehant@iata.org Porntip Manityakul Tel: ext. 102 Assistant Manager / Agency Accreditation mamp@iata.org Varapan Meefuengsart Tel: ext. 103 Assistant Manager / Passenger meefuengsv@iata.org Nathinee Harnratanakul Tel: ext. 112 Assistant, Finance and Administration harnratann@iata.org Pilan Kankaw Tel: ext. 111 Assistant Manager / Cargo kankawp@iata.org Sujitra Punyashthiti Tel: ext. 0 Customer Service Representative punyashths@iata.org Data Processing Centre ACCA - rdpc.support@acca.com.cn Clearing Bank Deutsche Bang AG, Bangkok Branch 27 th Fl., Athenee Tower (Next to Plaza Athenee Hotel Building) 63 Wireless Road, Lumpini Pathumwan, Bangkok BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 4 of 20

5 List of Approved Ticketing System Providers THAI-AMADEUS Unit ,Fl.34th The offices of Central World Rama I Rd.,Pathumwan,Bangkok Tel : Fax : For HELPDESK : ABACUS THAILAND 24 Fl, Jasmine City Building, 2 Soi Prasarnmitr, Sukhumvit Rd., Klongoey-Nua, Wattana, Bkk Tel Fax GALILEO THAILAND CO., LTD. 2/4 Nai Lert Tower Building, 7th Floor Wireless Road, Bangkok Tel: , Fax: LOCAL CUSTOMER ADVISORY GROUP (LCAG-TH) DELEGATES The LOCAL CUSTOMER ADVISORY GROUP (LCAG) PASSENGER is a forum where Airline delegates discuss operational issues for the BSP. LCAG-P Members are elected for two year terms by all participating airlines in the BSP. The current LCAG P Thailand members have reached their two year term and therefore the membership should be refreshed. For any requests regarding LCAG, either contact the airline listed below or contact Tim Colehan, LCAGP TH Secretary: colehant@iata.org Current LCAG-TH delegates: 1. Thai Airways International 2. Lao Airlines 3. SAS Scandinavian Airlines 4. Lufthansa 5. Qatar Airways 6. United Airlines 7. Air France 8. Cathay Pacific 9. Swiss International 10. British Airways/Qantas Airways 11. Bangkok Airways 12. Gulf Air 13. Delta Airlines 14. Kuwait Airways 15. Malaysian Airlines 16. Srilankan Airlines 17. Korean Air 18. Singapore Airlines BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 5 of 20

6 AGENCY PROGRAMME JOINT COUNCIL (APJC-TH) DELEGATES From 1 June 2011, Resolution 818g (Agency Sales Rules) replaced Resolution 810. As part of the change, the Executive Council (EC) was replaced by a new local Council of airlines and agents called Agency Programme Joint Council (APJC). The APJC is important because, it reviews and makes proposals to the Passenger Agency Conference (PAConf) on all aspects of the accreditation and retention of IATA Agents including the Financial Criteria (level and type of financial security) and remittance and settlement frequency, etc. This affects and impacts both agents and airlines. To raise any matters with the APJC, kindly contact either the airline or agent delegates below, or contact Tim Colehan, APJC Secretary: colehant@iata.org Current APJC-TH delegates: 1. Thai Airways International 2. Singapore Airlines 3. Etihad Airways 4. Emirates 5. Cathay Pacific 6. Bangkok Airways 7. Delta Airlines 8. Air France 9. Thai Travel Agents Association (TTAA) 10. Thai Travel Agents Association (TTAA) 11. Thai Travel Agents Association (TTAA) 12. Thai Travel Agents Association (TTAA) 13. Int'l Air Ticket Agency Association (ITA) 14. Int'l Air Ticket Agency Association (ITA) 15. Int'l Air Ticket Agency Association (ITA) 16. Int'l Air Ticket Agency Association (ITA) 14.2 PARTICIPATING AIRLINES Participating Airlines List There are currently 98 participating airlines in BSP Thailand. Please go to /Address Maintenance / Address Query Airlines to see BSP participating airlines list Airline Contact Details Please go to /Address Maintenance / Address Query Airlines to see contact details 14.3 CUSTOMER INTERFACES QUESTIONS/QUERIES 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 - these shall be answered by the Helpdesk of your Ticketing System Provider (i.e. Amadeus, Abacus and Galileo,) BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 6 of 20

7 Questions about how to issue tickets, or any queries regarding the rules for a ticket should be stated directly to the Airline in question or your ticketing system provider if there is a technical problem. For questions on any discrepancies between what you have reported through your ticketing system and what you find on the BSP Reports should be handled as follows Firstly check which document is causing the discrepancy and then report this to IATA Thailand office through or bkkcs@iata.org PLEASE IN ORDER TO PROVIDE FAST & EFFICIENT SERVICE FOR ALL BSP PARTICIPANTS WE REQUEST ALL ROUTINE ENQUIRIES TO BE MADE THE DEDICATED CUSTOMER SERVICE PORTAL OR VIA TO BKKCS@IATA.ORG. PHONE CALLS WILL NOT BE ANSWERED. IATA has several customer interfaces where you can seek information and we wish to point out some of them below IATA Customer Services The customer queries are primarily handled through IATA Customer Service Help Desk / Portal Link: IATA Thailand homepage - IATA Thailand home page will have local information regarding this market, including airline key contacts, as well as links to other IATA products & services BSPlink 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, update 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 those 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 Customer Service Desk / Portal link ==> 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 14 Thailand 1 June 2011 Page 7 of 20

8 14.4 STANDARD TRAFFIC DOCUMENTS (STD) STDs used in Thailand ET = Electronic Ticket vmpd = Virtual Multiple Purpose Document issue via BSPlink NRCC = Net Remit Credit Card Electronic Ticket (ET) An electronic ticket (ET) holds the information previously held on a paper ticket. It requires a database, integrated with the airline's passenger service systems, that interfaces with all partners for the real time processing of passengers by ground handlers and interline partners. Electronic Ticket provides benefit to agents by eliminating costs of ticket printers, maintenance, and ticket distribution. Removes cost and liability of ticket stock control Allocation of electronic STDs Computer Generated Numbers (CGNs) Amadeus (1A) ETKT serial starts with 2523, 2524 Abacus (1B) ETKT serial starts with 4999, 9605 Galileo (1G) ETKT serial strats with 3144, Recall of STDs Due to global shortage of Computer Generated Numbers, IATA Head Office must from time to time recall STD stock. This means that stock has a limited lifecycle of 2 to 3 years, from the date of its allocation vmpd (Virtual Multi-Purpose Document) Virtual Multiple Purpose Document is to be used for all types of transactions listed under Reason for Issuance on the VMPD as follow: Excess Baggage Ticket Special Service Ticket (eg unaccompanied minor charges) Tour Order (eg. inclusive tours, car hire, accommodation) Prepaid Ticket Advice Specified MCO (eg. specified air or surface transportation, taxes, deposits) Agents Refund Voucher By using BSPlink Virtual MPD, airlines are no longer required to distribute Carrier Identification Plates (CIP). Action required for IATA Travel Agent: 1. Download user Virtual MPD user guide for agents in BSPLink 2. Go to > click on Manuals > Select V-MPD Manual Agents from BSPlink Customer Manuals 3. Set up alerts and language under configuration 4. Issue MPDs. Please refer to user guide for Agents. 5. Query Virtual MPD daily, by period or by Virtual MPD number 6. In case of an error Void transaction during the same day BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 8 of 20

9 Net Remit Credit Card (NRCC) scheme is on voluntary basis. The process being, Airlines can select any BSP Agents that they would like them to accept credit card on airline's behalf by completing the prescribed Authorization Form. Once IATA received the form, K- Bank would be advised. Airline and Agents would be approached/contacted by K-Bank to execute the appropriate Merchant Agreement and installation of EDC (Electronic Data Capture) would followed at the selected agent's locations (See attachment) 14.5 STANDARD ADMINISTRATIVE FORMS (SAF) Administrative forms used in Thailand - General Agency Sales Transmittal Form (ASTF) input via BSPlink on reporting date according to BSP Calendar for Agent. Agency Sales Transmittal Envelope Standard Credit Card Charge Form (CCCF) Standard Credit Card Charge Refund Form (RCCF) Airline' own accouting memoranda In addition to the SAFs prepared by the Agent, individual BSP Airlines also prepare certain BSP accounting memoranda, which are sent directly by the BSP Airline to the Agent concerned via BSPlink. 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 Agent can view it in BSPlink within 14 days after ADM/ACM is issued. Non-disputed ACMs/ADMs are automatically reported to the DPC for processing and inclusion in billings. Local dispute periods (14 days) 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) 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. 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. BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 9 of 20

10 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. To view ADMs / ACMs issued by Airlines in BSPlink: Log on to Click on ADM/ACM Queries. Specify ADM or ACM, then click on ADM to be billed (for current period) and/or ADM pending settlement (for future period). Then click on document number to view ADM/ACM SPDR/SPCR SPDR/SPCR transactions have been introduced as IATA-own accounting documents to distinguish these from Airline issued ADM/ACMs. The concept of SPDRs/SPCRs are similar to airline issued debits (ADMs) or credits (ACMs) to an agent. They are adjustment transactions used by IATA for administrative charges or used by IATA as per Resolution. 832 to remove a billing disputed ADM from the settlement due from an agent. The latency period continues to apply to airline raised ADMs/ACMs without any changes to the previous procedures. The SPDR/SPCR transactions may be issued for: Agent invoicing for BSP Services (e.g. BSPlink fee charges) Locally raised debits and credits and other adjustments unrelated to Agent Invoicing (e.g. remittance excess balance) STD Cancellation procedure Cancelled Documents Voided Documents Agents are required to report any cancelled or voided Traffic Documents on the same day as the day of issuance and in that days sales report generated by the Ticketing System Supplier to the Data Processing Centre Carrier Identification Plate For the purpose of issuing Manual STDs Airlines will supply Agents with their Carrier Identification Plates (CIP). Some Airlines have a policy of distributing the CIP automatically to all Agents; some prefer to be contacted by /letter of request Order of Priority in Selection of The Ticketing Airline The selection of the ticketing airline should be governed by the following strict order of priority, which must be observed at all times. a) the ticketing airline shall be any BSP Airline participating in the transportation, or a BSP Airline acting as the GSA for any airline participating in any sector of the transportation in the country of ticket issuance, subject to the existence of a valid interline agreement between the ticketing airline and each transporting airline, b) only if none of the situation described in subparagraph a) apply, and, if authorized in writing to issue a Traffic Document for transportation entirely over the routes of other airline(s) by the airline (including the one through which the reservation is made), the ticketing airline may be any other airline. BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 10 of 20

11 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 are managed by the Airline directly BSP BILLING REPORTS OUTPUT General IATA provides Agents with a range of BSP Reports for each period (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 10 years). 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 and some are in txt. formats and are compressed. Agents are required to have appropriate software (e.g. Acrobat Reader and a WinZip program) BSP Reports available Report Weekly Period BSP Agent Billing Statement and Analysis X BSP Agent Consolidated Billing Statement Agent Credit Card Detail Report Agent TAX Type Summary Output/Selling VAT on Commission Report Agent Unreported Documents Report Agent Remittance Notice Agent Insurance Billing Statement X X X X X X X 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 Manual for Agents Chapter 14 Thailand 1 June 2011 Page 11 of 20

12 BSP Agent Billing Statement and Analysis BSP Agent Consolidated Billing Statement Agent TAX Type Summary Report This Agent Statement provides a summary for each Airline followed by a list of ALL transactions billed to the Agent for the specified Billing Period. The transactions are sorted by the four main groups, being ISSUES, ADM, ACM and REFUNDS. Frequency: Media: Format: File name: Weekly BSPlink PDF & TXT RPAGSTM This report consolidates totals for each Billing Period in the month up to and including the current Billing Period. Frequency: Media: Format: File name: Weekly BSPlink PDF RPAGCONS 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: File name: Weekly BSPlink PDF RPAGTAX1 Agent Unreported Documents Report The ticket stock is to be issued and reported sequentially (in the same order as supplied). This report prints all the ticket numbers that are detected to have a sequence error during the month. The document also contains instructions to correct the status of the unreported documents. Agent Remittance Notice Frequency: Media: Format: File name: Weekly BSPlink PDF RPAGUNREP This is an Agent Remittance Notice produced after billing reconciliation, showing the amount due for the remittance from the agents account. Frequency: Media: Format: File name: Periodically BSPlink PDF RPAGRMT BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 12 of 20

13 Output/Selling VAT on Commission Report Agent Insurance Billing Statement This is VAT report on agent commission subject to VAT 7% and WHT 3%. Frequency: Media: Format: File name: Weekly BSPlink PDF & TXT RPAGVAT This report gives agents total STDs issued Frequency: Media: Format: File name: Weekly BSPlink PDF RPAGTINS 14.7 REMITTANCE PROCEDURES General IATA produces and forwards to each Agent a billing analysis and summary on behalf of all BSP Airlines. Remittance Notice report is a 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 on BSP Thailand Calendar for Agents Method of Remittance All BSP agents have to remit their good funds to IATA Hinge Account according to Billing report (Agent Remittance Notice RPAGTRMT ) on remittance date stated in BSP Thailand Calendar. Clearing Bank: Deutsche Bank AG, Bangkok Branch 27 th Fl., Athenee Tower (Next to Plaza Athenee Hotel Building) 63 Wireless Road, Lumpini Pathumwan, Bangkok Customer servises : Channels available Deutsche Bank AG, Bangkok Branch Kasikorn Bank PCL. Siam Commercial Bank PCL. Bank of Ayudhya PCL. Bangkok Bank PCL. BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 13 of 20

14 Value Added Service : SMS Alert (4 days before remittance date) o o o To enroll for SMS Alert service, pre-registered contact mobile number is required. Please request the SMS Form for IATA Customer Services at or send an to bkkcs@iata.org Complete SMS Form and submit to IATA for enrollment Method of payment for agents Please note as per Resolution 818g the preferred form of payment in BSP Thailand is electronic namely House transfer (for agents banking with DB) Baht Net or Direct Debit 1. Bahtnet Transfer, using PAYER ID 2. Direct Debit 3. Bill Payment, using Special Deposit Slip (SDS) or Agent Remittance Card 4. House Transfer, using PAYER ID (Agents also maintain account with Deutsche Bank, BKK Branch Bahtnet Transfer (using PAYER ID) Input PAYER ID, assigned by IATA in Beneficiary s Account field Beneficiary Bank is Deutsche Bank AG, Bangkok Branch PAYER ID is unique for each agent location HO and Branch office is assigned different ID Direct Debit Agent provides instruction to debit the designated account number on each remittance date How to register o Complete Letter of Consent (LOC) with authorized signatories and return to the bank for account registration o Debit account registration requires 3 weeks after submitting completed LOC to DB o There are 4 banks offer this Direct Debit service namely; Kasikorn Bank, Siam Commercial Bank, Bank of Ayudhaya and Bangkok Bank. o Agent has to request for Direct Debit Letter of Consent (LOC) form at IATA office (attachment 2). o Ensure that there is sufficient fund in the bank account on remittance date at 8.00a.m.before Direct Debit. If there is a shortage, agent is required to arrange for full payment in cash as per billing report and remit to IATA Hinge Account in other ways as method above. SDS-Slip (Special Deposit Slip) SDS-slip can be downloaded from BSPlink. The special deposit slip which automatically capture payment information of each IATA s billing cycle - enhanced with barcoding technology How to generate SDS Agents can conveniently download SDS through BSPlink and print out to make payment at servicing bank counters. However, this payment method is applicable only for single cheque or cash payments per SDS. It will not support multiple payments per SDS. BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 14 of 20

15 Banks that accept SDS-Slip are:- o Deutsche Bank AG, Bangkok Branch o Siam Commercial Bank o Bank of Ayudhaya o Bangkok Bank o Kasikorn Bank Bill Payment Service (Using Agent Remittance Card) Agent Remittance Card is used for IATA remittance payment, agent can use remittance card at DB or partner banks, whether the payment is by cash or cheque, multiple payments can be applied only payment by agent remittance card. Lost of Agent Remittance Card How to handle? Contact IATA Thailand, request for instant 1 st replacement of card (Subject to charge of THB200.- per new card issuance) For 2 nd replacement card onwards, it will take 1-3 week-time for the new card issuance (Subject to charge of THB per new card issuance) While waiting for the new card, please proceed remittance payment to IATA with Bahtnet Transfer using PAYER ID Service Fees House Transfer (DBBKK Account) : Free of Charge BahtNet Transfer BKK : THB UPC : THB Inter region fee 0.1% Direct Debit : - BAY BKK : THB 15.- UPC : THB KBANK, BBL BKK : THB 30.- UPC : THB SCB BKK : THB 30.- UPC : THB Inter region fee 0.1% Bill Payment: - DB, BAY, SCB, KBANK, BBL BKK : Free of Charge UPC : THB Inter region fee 0.1% BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 15 of 20

16 Cut Off Time House Transfer (DBBKK Account) : 15:30 hrs on remittance day BahtNet Transfer : Subject to Remitting Bank Direct Debit : Per IATA s remittance schedule Bill Payment: DB CASH : 15:30hrs on remittance day Cheque : 14:00hrs on remittance day BAY, SCB, KBANK, BBL CASH : 15:30hrs on remittance day Cheque : 14:00hrs on remittance day NOTE: Any shortage or overdue remittance on the remittance date, a 13.5% interest from the outstanding amount will be imposed counting from. However, should the monies due cannot be settled, IATA has to carry out the procedure to default the agent with the penalty fee of THB plus interest charge from the day after remittance date as shown on BSP Calendar. Issuing of Receipt/Tax Invoice and Credit Note Agent is responsible to issue receipt/tax invoice or Credit Note to airline. All concerned documents MUST BE submitted to IATA or directly to Airline s Office Reporting Errors and Missing Remittance Notice Where an Agent, for whatever reason, has not received his Notice of Billing Remittance by the remittance date, he is required to carry out the following: Notify IATA that the Notice of Billing Remittance 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 remittance process. BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 16 of 20

17 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 SANCTIONS, ADMINISTRATIVE AND CLEARING BANK CHARGES Administrative Charges Late or incomplete Remittance In case of agent late payment, an admin charge of THB 500 will be collected in additional to any other applicable charges Interest and Clearing Bank Charges A 13.5% interest charge will be levied from the short pay amount Sanctions Notice of Irregularity and Default An Administrative Charge will be levied in accordance with Subparagraph 1.7.1(b) Clearing Bank Charges for each instance of Late or Incomplete Remittance, to cover for the additional administrative work associated with an Agent failure to remit in accordance with the requirements prescribed in Paragraph 1.6 Settlement The Remittance Date. Each instance of Late or Incomplete Remittance will result in the Agent being issued with a Notice of Irregularity as prescribed by Paragraph 1.9 Notification of Irregularity. Each Notice of Irregularity issued pursuant to Subparagraph Overdue or Dishonoured Remittance will generate two instances of Irregularity. Billing and Settlement of the Administrative Charges will be carried out in accordance with 1.7.1(c) Billing and Settlement of Charges and ISS Management shall notify the Agent and Location concerned in accordance with Subparagraph 1.7.1(d) Notification of Charges 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 BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 17 of 20

18 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: 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? VI Visa CA Master Card AX American Express Card 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 CCVI followed by the expiry date, 12/09 for example Where: CC indicates Form of Payment = Credit Card VI indicated type of Credit Card (in this case Visa) indicates credit card number 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. BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 18 of 20

19 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 Standard Credit Card Charge Form (CCCF) This form can be used in honour of Normal Fare ticket issuance only in which 3% merchant fee absorbed by the concerned airlines while the issuing agent receives full normal commission from the airlines. Agent must by-hand within 24 hours of ticket issuance, completed CCCF s white, green and pink copy to concerned airlines. Failure to comply, issuing agent shall be in no argument but full responsibility on any incurred airlines administrative charges due to late submission. Yellow copy to be kept as agent reference, blue to the cardholder. Refund Credit Card Charge Form (RCCF) This form can be used for full/partial refund on Normal Fare ticket issuance only in which 3% merchant fee absorbed by the concerned airlines while the issuing agent receives full normal commission from the airlines. Agent must by-hand within 24 hours of ticket issuance, completed CCCF s white, green and pink copy to concerned airlines. Failure to comply, issuing agent shall be in no argument but full responsibility on any incurred airlines administrative charges due to late submission. Yellow copy to be kept as agent reference, blue to the cardholder. CCCF specimen is shown hereinafter; 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 Procedures for Direct Refunds/Auto-Refunds Agents should always perform the totally unused refund in their Ticketing System (Auto Refund), whenever possible. Original form of payment on the ticket must always be the same on the refund reported. BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 19 of 20

20 Procedures for Refund Application 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 through BSPlink 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 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 obtain BSP Calendar, please go to FORMS C14-Attachment BSP Thailand Calendar C14-Attachment 2 Direct Debit Form C14-Attachment 3 SDS-Slip (Special Deposit Slip) C14-Attachment 4 Tax Invoice/ Credit Notes C14-Attachment 5 IATA Thailand Office Map BSP Manual for Agents Chapter 14 Thailand 1 June 2011 Page 20 of 20