BSP Manual for Agents Local Procedures Chapter 14. KAZAKHSTAN April 2011 English

Transcription

1 BSP Manual for Agents Local Procedures Chapter 14 KAZAKHSTAN April 2011 English

2 FOREWORD: This chapter (Chapter 14) covers local BSP procedures applicable in Kazakhstan. 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 Contacts in IATA Local Office...4 Data Processing Centre.4 Clearing Bank..4 LGAG Delegates.5 APJC Members PARTICIPATING AIRLINES Participating Airlines List Airline Contact Details CUSTOMER INTERFACES QUESTIONS General IATA Customer Services Help Desk or Portal IATA Kazakhstan Homepage BSPlink IATA International Homepage STANDARD TRAFFIC DOCUMENTS (STD) STDs used in Kazakhstan Allocation of electronic STDs.Computer Generated Numbers (CGNs) Recall of STDs STANDARD ADMINISTRATIVE FORMS (SAF) Administrative forms used in Kazakhstan Airline own accounting memoranda ADM Dispute Procedures Ticketing Authority through BSPlink BSP BILLING REPORTS OUTPUT General BSP Reports available List of BSP Reports with descriptions REMITTANCE PROCEDURES General...13 BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 2 of 20

3 Method of Remittance Reporting Errors and Missing Remittance Notice Post-Settlement Errors discovered by Agent Post-Settlement Errors discovered by the BSP Airline Post Settlement Errors Discovered by IATA Net Remittance SANCTIONS, ADMINISTRATIVE AND CLEARING BANK CHARGES Administrative Charges Interest and Clearing Bank Fees 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 Procedure for Direct Refund Procedures for Refund Application/Notice...18 A method for Indirect Refund Handling of Refunds by IATA Members REPORTING CALENDARS General...19 DEFINITION EXPLANATIONS...20 BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 3 of 20

4 14.1 ADDRESSES & CONTACTS IATA BSP Bulgaria Office IATA BSP Kazakhstan Office* 128 Vitosha Blvd. 13 Al-Farabi Avenue 1463 Sofia Nurly Tau Business Centre Bulgaria 1 V Block - 3rd floor - Office #301 (Shared OFC - TMF Kazakhstan) Almaty, Kazakhstan * Legal/post address in Kazakhstan Customer service Internet: karamalakj@iata.org stoychevs@iata.org Web or other method of Customer Service Contact Mobile in Kazakhstan: Telephone: Mon Fri 12:00 20:00 h Contacts in IATA Country Mr. Jordan Karamalakov Contact: Mr.Stanislav Stoychev Contact: Area Head, Bulgaria, Kazakhstan, Kyrgyzstan and Azerbaijan karamalakj@iata.org Assistant manager Passenger Service stoychevs@iata.org Data Processing Centre Accounting Centre of China Aviation (ACCA) 5 Floors, 12 Building Xibahebeili Changyang District Beijing China Telephone: Fax: Clearing Bank CITIBANK Kazakhstan JSC 41a, Kazibek Bi Str.; Almaty Please use the following account details for transfers in: KZT (BSP Hinge) Beneficiary International Air Transport Association branch in Kazakhstan Account Number KZ T Bank MFO CITIKZKA GTS Relationship Manager: Ms Lylia Starchenko tel. (7272)505558, ; liliya.starchenko@citi.com Treasury: Ms Baibolova, Gulmira tel (7272) ; fax (7272) gulmira.baibolova@citi.com BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 4 of 20

5 List of Approved Ticketing System Providers GDS Amadeus office in Kazakhstan 58, Nauryzbay Batyra str., office , Almaty T: ext 120 F: ext 140 Contacts persons: Karina Saudanbekova Help Desk & Training karina@amadeus.kz Alina Eyuboglu Functional Customer Support aeyuboglu@amadeus.kz GDS Abacus office in Kazakhstan Innowa Tower, 52 Abay ave.. Almaty, , tel.: +7 (727) Fax: +7 (727) Contacts person: Pavel Spitsyn General Manager p.spitsin@abacus.kz LCAG P Delegates The LOCAL CUSTOMER ADVISORY GROUP - Passengers (LCAG - P) is a forum where Airline delegates discuss operational issues for the BSP. Current Members of LCAG-P for Kazakhstan are the local senior managers of the following 7 carriers: KL, LH, TK, LH/OS, KC, SU LCAG-P Chairperson: Mr. Dick van Nieuwenhuyzen Air France KLM Country Manager Dickvan.Nieuwenhuyzen@klm.com LCAG-P Deputy Chairman: Hasan Mutlu Director for Kazakhstan Turkish Airlines hasanm@thy.com APJC Members The Agency Programme Joint Council (APJC) is established and operational as of 01 January The Council may consider all aspects of the Agency Programme in Kazakhstan and make recommendations in the form of agenda proposals to the Passenger Agency Conference which shall inform the Council of action taken, and the reason for the decision made. Conversely, the Agency Administrator shall refer to the Council for comments and recommendations all proposals submitted to the Passenger Agency Conference which fall within the Council's authority. Current Members of APJC are: 5 Carriers: KC, KL, TK, LH/OS and EY 5 Agents: Otrar Travel, Global Air, Transavia, HRG Worldwide and International Travel Plus APJC Chairperson: Mr. Richard Ledger Director Sales Worldwide of Air Astana Richard.Ledger@airastana.com APJC Vice-Chairperson. Yevgeniya Nigmatovna Sauranbayeva CEO HRG Kazakhstan yevgeniya.sauranbayeva@kz.hrgworldwide.com Secretary of APJC: Mr. Jordan Karamalakov Country Manager Kazakhstan IATA KaramalakJ@iata.or BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 5 of 20

6 14.2 PARTICIPATING AIRLINES Participating Airlines List The list of participating Airlines of BSP Kazakhstan is available on BSPlink (General Queries) at where an updated version is always available Airline Contact Details AGENT 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 (Amadeus, Abacus,) 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 Customer Services Help Desk or Portal The customer queries are primarily handled through IATA Customer Service Help Desk / Portal at There you can find the following help functions: Frequently Asked Questions Log an Enquiry Document & Form Centre IATA Kazakhstan Homepage - The IATA Kazakhstan home page will have local information regarding this market, Customer bulletins and circulars, and BSP/CASS performance information, as well as links to other IATA products & services. BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 6 of 20

7 BSPlink BSPlink Basic BSPlink Basic is not offered to IATA Agents in Kazakhstan. BSPlink Enhanced 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. BSPlink is paid service. The cost is 40 EUR per month for each location. The collection of fees is done on monthly basis from YMQ via SPDR. 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. In addition to the Basic functions, 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, 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 that allows 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 Customer Service Portal at IATA International Homepage - By entering to you will come to IATA s global home page. Here Agent 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 to find the information required STANDARD TRAFFIC DOCUMENTS (STD) STDs used in Kazakhstan ETKT = Electronic Ticket (ET or e-ticket) holds the information previously held on a paper ticket in a electronic format VMPD = Virtual Multiple Purpose Document, an electronic (internet) version of the paper MPD, designed to replace all miscellaneous paper documents issued by travel agents. VMCO = Virtual Miscellaneous Charge Order, an electronic version of paper MCO issued via GDS PNR, which represents an instrument of exchange, where no value coupon is needed, for example for PTA or collection of amendment fees. BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 7 of 20

8 The full list of STDs in use is part of Chapter 1 of the BSP Manual for Agents Allocation of electronic STDs. Computer Generated Numbers (CGNs) CGN`s are generated upon request to IATA Local Office. IATA Office provides the CGN`s to GDS. The GDS than automatically assigns ranges to the separate IATA Approved locations 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 STANDARD ADMINISTRATIVE FORMS (SAF) Administrative forms used in Kazakhstan Refund Application/Authority (RAA) via BSPlink only Refund Notice via GDS ticketing systems only Agency Credit Memo (ACM) via BSPlink and mass upload Agency Debit Memo (ADM) via BSPlink and mass upload 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. Non-disputed 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) 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. BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 8 of 20

9 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 Procedure 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. ADM Dispute Procedures If it is definitely established that an ADM is not valid, it must be cancelled. An ADM that has been included in the BSP billing will be processed for payment. Any subsequent dispute (post-billing dispute) of such ADM, will be dealt directly between the two parties concerned and, where applicable, may result in the issue of an Airline Credit Memo (ACM). Following consultation and if both parties concerned agree, a disputed ADM may be referred to the Travel Agency Commissioner to be resolved 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 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). 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 14 BSP Kazakhstan, APRIL 2011 Page 9 of 20

10 BSP Reports available Agent Output Basic Package For you to easily see what standard reports that are included in our Basic Package and available on a regular basis via BSPlink, please use this guide. Use it as a source of information and as a reference when you have queries on any reports. Report Period 1-4 Annual BSP Agent Billing Statement and Analysis BSP Agent Consolidated Billing Statement Agent Credit Card Detail Report Agent TAX Type Summary Agent Net Remit Tickets Error Report Agent Unreported Documents Report Agent Remittance Notice Agent Annual Sales Volume & STD Usage Agent Financial Year Summary X X X X X Period 4 X X X BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 10 of 20

11 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 Statement and Analysis 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. More information This report has a summary of all sales for billing period displayed (Summary Box) at the top. NTFA (Net Fare Amount) are not displayed on Comments column. The NTFA can be calculated (Balance Payable amount less Tax amounts). "Supplementary Commission Rate" (percentage) in addition to "Supplementary Commission Amount" is displayed. Exchange tickets, Check Digit and Coupon Usage Indicator on exchanged ticket number are displayed ("Comments" column). Tour Code is displayed on Comments column. Tax on Commission is displayed in a separate column (but it is not currently applicable in Ireland) Date of Issue is displayed on its own column. No total amounts per tax type are displayed, but can be found in Agent Tax Type Summary Report. Breakdown of sales per airline is displayed. Frequency: Media: Format: File name: Price: Periodically BSPlink PDF STMmmpE (see description above) Standard free of charge. BSP Agent Consolidated Billing Statement This report consolidates totals for each Billing Period in the month up to and including the current Billing Period. More information This report has a total amount per billing period displayed. Frequency: Media: Format: Periodically BSPlink PDF File name: CONSmmpE (see description above) BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 11 of 20

12 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. 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. Frequency: Media: Format: File name: Price: Monthly BSPlink PDF RPAGUNREP Standard free of charge. BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 12 of 20

13 Agent Remittance Notice This is an Agent Remittance Notice produced after billing reconciliation, showing the amount due for the remittance from the agents account. Frequency: Media: Format: Monthly BSPlink PDF File name: AGMTmmpX (see description above) Price: Standard free of charge 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 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. BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 13 of 20

14 Method of Remittance The amount to be remitted needs to reach IATA BSP KZ Hinge accounts (KZT) in the Clearing bank Citibank Kazakhstan before 2 o clock p.m. (14:00)on the Remittance Date as per BSP Calendar. The ONLY methods of payment allowed is the bank transfers of Kazakh Tenge (KZT). BSP-KZ Hinge Account number is: KZ T Bank MFO CITIKZKA; Citibank Kazakhstan It is strongly recommended to make one bank transfer for each IATA location. As an exception one consolidated remittance for the Head Office and ALL accredited Branch Offices of one Agent is allowed. Agents are notified that if the Clearing Bank receives remittance information after 4 p.m. such payment will be registered on the next day bank statement and this fact will be considered as IRREGULARITY 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 Post-Settlement Errors discovered by Agent If Agent discovers a billing error after Remittance Date, Agent should approach the airline concerned with adjustment request. Where the airline agrees with such request, an ADM or ACM is raised for adjusting the amount under/over remitted Post-Settlement Errors discovered by the BSP Airline CORRECTIONS OF ERRORS DISCOVERED BY BSP AIRLINES ARE MADE BY ADM OR ACM SEND TO THE AGENT. IN SOME CASE WHEN DELIBERATE NON-REPORTING/NON-PAYMENT ACTIONS OF AGENT ARE DETECTED BY THE AIRLINE, THE CARRIER CONCERNED MAY REQUIRE IATA TO ISSUE A NOTICE OF IRREGULARITY, BASED ON IATA RESOLUTION 832. AIRLINE SHOULD NOTIFY AGENT IN WRITING FOR SUCH DISCREPANCY WITH A COPY TO IATA, WHO WILL THEN TAKE APPROPRIATE ACTIONS. BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 14 of 20

15 Post Settlement Errors Discovered by IATA If unreported documents are detected by IATA, they will inform Agent in question in writing, requesting the outstanding referred amount to be paid immediately. If Agent failed to comply with this request, IATA will, based on Resolution 832, issue a Notice of Irregularity and further proceed with Default Actions, if needed Net Remittance NET REPORTING (NR) IS AN AGREEMENT BETWEEN AN AIRLINE AND AN AGENT TO REPORT STDS AT A VALUE OTHER THAN THE PUBLISHED FARE. SUCH PRACTICE IS NOT IMPLEMENTED IN BSP-KZ SANCTIONS, ADMINISTRATIVE AND CLEARING BANK CHARGES All the provisions of Resolutions 818g and 832, apply to BSP Kazakhstan, as prescribed in IATA Travel Agent s Handbook, unless stated otherwise below Administrative Charges Annual agency fees Annual agency fees with respect to the Head Office Locations, each Branch Office Location, each STP Location, each ET Location, and all other locations included within the Agency Programme. Annual agency fees for each calendar year shall be paid not later than December 1 of the preceding year in accordance with the instructions of the Agency Administrator. Invoices for such fees shall be sent out by the Agency Administrator not later than November 1 of each year. Late or overdue remittance According to IATA Resolution 832, any case of late overdue remittance will be registered as follows: 1 st case in 12 consecutive months = 2 (two) Notices of Irregularity 2 nd case in 12 consecutive months = plus 2 (two) Accumulation of Irregularity. The LCAG-P in Kazakhstan proposed the following administrative fees for late overdue remittance, which was approved by the 32 nd IATA PAConf in October 2009 and came into force as of 01 January 2010: 1 st case in 12 consecutive months = KZT nd case in 12 consecutive months = KZT For collection of those fees IATA branch KZ issuing Local Invoices wit VAT which have to be paid separately to IATA ( It is not included in the billing) According IATA rules all authorizations of Agent in Technical Default are deleted automatically. After reinstatement Agent have to apply again for Authorization to the Airlines. If the Irregularity is excused and withdrawn according IATA Resolutions, the Irregularity record is deleted, but administrative fees have to be paid. BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 15 of 20

16 Interest and Clearing Bank Fees In case an Interest Amount, debited by the Clearing bank to BSP Kazakhstan as a result of Agent Late Payment or failure to report/remit due payment, such interest will be further charged to Agent. All bank charges related with the remittance are born by Agent Sanctions Notice of Irregularity and Default According to IATA Resolution 832, any case of Irregularity will be registered as follows: 1 st case in 12 consecutive months = 2 (two) Notices of Irregularity 2 nd case in 12 consecutive months = plus 2 Accumulation of Irregularity, resulting in Default Action. In case of Default the following actions shell be taken: Advise the Agent in writing, with a copy to ISS that Default Action has been invoked and Agent was excluded from BSP System. Demand an immediate accounting and settlement of of the all amounts owing by the Agent in respect of the Location(s) concerned whether or not the Remittance Date for payment thereof has arrived and transmit to the Clearing Bank the accounting obtained and any monies received; Notify the Clearing Bank, the local representatives of Airlines participating in the BSP concerned, and the local representative of any Member having the Agent under appointment of the Default Action 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 an Agent generated such transaction, 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: 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 VI Visa CA Master Card (including Eurocard) BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 16 of 20

17 o o o DC Diners Club AX American Express Card TP Airlines own UATP cards (ATCAN) 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 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. BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 17 of 20

18 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 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. BSP-KZ participating airlines have the right to establish their own refund procedures regarding specific rules/requirements, applicable for their appointed Agents only. Such rules should be submitted to Agents in written Procedure for Direct Refund Direct Refund is a refund transaction, initiated by Agent through a Refund Notice and processed via GDS ticketing system only, where the airline authorization is not needed. Transactions Eligible for Direct Refund Electronic Ticket (TKTT) Procedures for Refund Application/Notice A method for Indirect Refund is a refund transaction, initiated by Agent through a Refund Application/Notice via BSPlink system only, where the airline authorization is mandatory needed. Transactions Eligible for Direct Refund Electronic Ticket (TKTT) Virtual MCO (VMCO) 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 14 BSP Kazakhstan, APRIL 2011 Page 18 of 20

19 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. Reporting Calendars are posted on IATA Customer Services portal Document & Form Centre>Travel Agents>Reporting Calendars>Kazakhstan. IATA BILLING & SETTLEMENT PLAN KAZAKHSTAN 2011 Reporting Period Billing date Agent Remittance date No From To 1 01 Jan 07 Jan 10-Jan 17-Jan 2 08 Jan 15 Jan 18-Jan 24-Jan 3 16 Jan 23 Jan 26-Jan 31-Jan 4 24 Jan 31 Jan 03-Feb 07-Feb 5 01 Feb 07 Feb 10-Feb 14-Feb 6 08 Feb 15 Feb 18-Feb 22-Feb 7 16 Feb 23 Feb 26-Feb 02-Mar 8 24 Feb 28 Feb 03-Mar 09-Mar 9 01 Mar 07 Mar 10-Mar 15-Mar Mar 15 Mar 18-Mar 25-Mar Mar 23 Mar 26-Mar 30-Mar Mar 31 Mar 03-Apr 07-Apr Apr 07 Apr 10-Apr 14-Apr Apr 15 Apr 18-Apr 22-Apr Apr 23 Apr 26-Apr 29-Apr Apr 30 Apr 03-May 06-May May 07 May 10-May 16-May May 15 May 18-May 20-May May 23 May 25-May 30-May May 31 May 03-Jun 07-Jun Jun 07 Jun 10-Jun 14-Jun BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 19 of 20

20 22 08 Jun 15 Jun 18-Jun 22-Jun Jun 23 Jun 26-Jun 30-Jun Jun 30 Jun 03-Jul 08-Jul Jul 07 Jul 10-Jul 14-Jul Jul 15 Jul 18-Jul 22-Jul Jul 23 Jul 26-Jul 29-Jul Jul 31 Jul 02-Aug 05-Aug Aug 07 Aug 09-Aug 12-Aug Aug 15 Aug 17-Aug 22-Aug Aug 23 Aug 26-Aug 31-Aug Aug 31 Aug 03-Sep 07-Sep Sep 07 Sep 10-Sep 14-Sep Sep 15 Sep 18-Sep 22-Sep Sep 23 Sep 25-Sep 30-Sep Sep 30 Sep 03-Oct 07-Oct Oct 07 Oct 10-Oct 17-Oct Oct 15 Oct 18-Oct 21-Oct Oct 23 Oct 25-Oct 28-Oct Oct 31 Oct 03-Nov 07-Nov Nov 07 Nov 10-Nov 14-Nov Nov 15 Nov 18-Nov 22-Nov Nov 23 Nov 26-Nov 30-Nov Nov 30 Nov 03-Dec 07-Dec Dec 07 Dec 10-Dec 14-Dec Dec 15 Dec 18-Dec 23-Dec Dec 23 Dec 27-Dec 30-Dec Dec 31 Dec 04-Jan Jan-12 DEFINITION EXPLANATIONS Reporting period: Shows the start and end date for the Reporting Period (format DD-MMM) Billing Date: The date on which the DPC must produce billings to agents, according to data reported by the GDSs. Agent Remittance date: means the Clearing Bank s close of business on the latest value date by which the Agent s remittance must reach the Clearing Bank, where the preconditioned transfer is same value date. BSP Manual for Agents Chapter 14 BSP Kazakhstan, APRIL 2011 Page 20 of 20