AGENCY DEBIT MEMO (ADM) POLICY

Transcription

1 AGENCY DEBIT MEMO (ADM) POLICY OMAN AIR (WY/910) in cmpliance with IATA Reslutin 850m hereby revises its ADM plicy t its Travel Partners effective 01-Jun OMAN AIR reserves the right t issue ADM fr ticketing/bking vilatins r nn-cmpliance practices including but nt limited t the fllwing: Fares & Exchange Audit All fares, fare rules & General Cnditins f Carriage Taxes & all surcharges Cmmissin/Discunt vilatin Tur Cde / Deal Cde vilatin Carrier Identificatin Plate (CIP) vilatin Fare calculatin check and surcharges reprted in fares checks Flight cnditins Sales/ Travel restrictins Day Time restrictins Endrsement checks like Valid n WY nly fr WY restricted fares including Refund/Nn-Refundable cnditins Stpver & Transfer cnditin Bking class/class f travel Minimum/ Maximum stay requirement Advance Purchase Rules Seasnality checks / Blackut checks RBD vilatin Grup sales vilatin & fr depsits/penalties fr grup sales Add-ns & cmbinatin vilatin Gvernment fares applicability Ticket expiry check Rebking fees, recalculatin n reissue and reruting Bking class Vs ticketed class mismatches Reissuance withut prper endrsements/ther Airline tickets Interline tickets issued when n interline agreement exists Paper ticket issuance when E-Ticketing is pssible Other vilatins such as unreprted sales, rate cnversin vilatins, frm f payment discrepancies, any ticketing vilatin as cvered by the Oman Air s Cnditins f Carriage N shw charges wherever applicable Lcal taxes / Gvt. levies fr which cllectin and remittance is under Airline s respnsibility Credit Card Chargeback Deprtatin cst including fines frm authrity due t nn-verificatin f travel dcuments at the time f ticketing Excess baggage allwance check 1

2 Refund Audit Refund fare, taxes & surcharges Cmmissin/Discunt/Incentives Cancellatin penalty / N shw charges Refund f Used, NOGO cupns and expired dcuments Duplicate refunds thrugh BSP link and GDS FOP checks Incrrect IATA claim (Only the issuing agent can claim the refund f that ticket. Different IATAs frm the same agency is permitted) Out f sequence refund claim 2

3 GDS Best Practices t avid BIDT ADMs: D s Ensure t prvide custmer s first and last names exactly identical t the custmer s passprt fr internatinal jurney r ID card fr dmestic jurney. Recrd passenger family name alng with full cmplete first name and secnd name if any. Recrd date f birth f the child & infant passengers in the name field, as well as the requisite SSR. Ensure that WY recrd lcatr answer back is received n yur GDS PNR. Ensure that APIS/Secure flight, passprt details, passenger cntact inf including mbile are updated t PNR. Crrectly update the status cdes f all segments and ensure segment sequence cntrl taking care f minimum cnnectin time at each transit pint etc. Cancel all the In-active segments frm the PNR when advised by WY thrugh UN, NO, HX, WK, WN, UC, UL, DL messages. Such cancellatins t be dne at the earliest pprtunity available and invariably at least 24 hurs prir t flight departure. Ensure messages received frm hst fr duplicate bking, duplicate segment, Ticketing time limit, ticketing rules and ther instructins are strictly cmplied with. Agencies must take timely fllw up actin fr issuance t tickets within the time limits ntified. Agencies with multiple GDS shuld ensure that bking and ticketing fr a specific jurney f the custmer, ccurs in the same GDS. When custmer advises t cancel the bking, agency shuld cancel Oman Air bking and release the inventry immediately. Ensure that bking matches with ticket cupn sequence. Ensure that applicable gvernment regulatins are cmplied with and custmer security credentials are prvided in the bking fr use f gvernment authrities. Ensure that PNR is prvided with custmer cntact including crrect mbile number in the crrect field. This will facilitate Oman Air t reach the custmer when required t cmmunicate flight delay, re-schedule, cancellatin, disruptin etc. Ensure fr any change in itinerary all special service request (SSRs) are re-prcessed. Nte that SSRs are flight and passenger specific and shuld nt be requested fr entire PNR tgether. Agencies shuld actin the Queues prmptly and ensure that passengers are ntified fr any change in his/her bkings. Must always use latest and updated fares; Pre-stred and r manual pricing shuld be avided. Must reprt genuine ticket numbers that is valid fr travel and assciated t the itinerary in the PNR. Must ensure cllectin f all taxes, fees and service charges impsed by lcal and freign gvernment. Must ensure cllectin f varius penalties fr re-issue, refund, cancellatin, n shw etc. 3

4 Dn ts Avid creating segments in a cancelled PNR. Avid making changes t hst PNR under the cntrl f Oman Air. D nt create active/passive bking transactins fr achieving GDS prductivity / incentive targets. D nt make duplicate / multiple bkings fr a same custmer/jurney D nt break marriage lgic f segments. D nt frce t create wait list segment n a clsed flight. D nt create bkings in fictitius names. D nt change passenger names nce PNR is created. D nt create bkings that vilate minimum cnnecting time specified. D nt mit t cmplete the cntact details, SSRs, APP/APIS security inf, r prvide inaccurate inf. 4

5 Summary f GDS misuse and ADM Rate N. GDS Abuses Descriptin Identificatin Parameters ADM Rate 1 Duplicate Bkings / Segments Duplicate r multiple cnfirmed bkings that remain active withut cancellatin in the same mnth Bking fr a passenger n same Origin & Destinatin, same segment Date & IATA, PCC, n same r different Flights, same r different class and acrss same r different PNRs Up t 30 Jun 2016: Active bking/ segment transactin X number f passengers X $20 01 Jul 2016 nwards: Active bking/ segment transactin X number f passengers X $15 2 Churning Churn refers t repeated bking & cancellatin within the same PNR Bking fr a passenger n same Origin, Destinatin, Segment Date, Flight, PCC, PNR, Agent name and IATA with different bking class. Threshld fr ADM 3 churns fr Ecnmy and 8 churns fr Business & First class are allwed. Up t 30 Jun 2016: $20 per vilatin in a PNR beynd threshld X number f passengers. 01 Jul 2016 nwards: $15 per vilatin in a PNR beynd threshld X number f passengers. All fictitius r test bkings such as Smith/A/B/C/D/E created. Up t 30 Jun 2016: Bking/segment transactin X number f passengers X $ 20 3 Fictitius/ Test Bkings Fake bkings which are made t blck inventry. 01 Jul 2016 nwards: Bking/segment transactin X number f passengers X $ 15 4 Passives Bkings (Nt ticketed/nt cancelled) Passive segments if nt ticketed r nt cancelled. Passive segments are identified with help f the status cde GL,AK, DS, AN, BK, BN,BS, GN, HN, MK, ML, PK, QK, QN YN,GK,PN,MN,PU,NO and YK Up t 30 Jun 2016: Bking/ segment transactin X number f passengers X $ Jul 2016 nwards: Bking/ segment transactin X number f passengers X $ 15 5 Waitlist Segments nt Segments that are waitlisted r d nt hld cnfirmed inventry in airline system Waitlist segments are identified with help f the status cde PA, PB, PC, PD, RL, DL, HL,LL, PL, WL, Up t 30 Jun 2016: Waitlist bking/ segment transactin X number f passengers X $ 20 5

6 cancelled nt ticketed AL, BL, JL, XL & TL Threshld fr ADM - Maximum 2 waitlist segments in a PNR. Beynd 2 is cnsidered as misuse. 01 Jul 2016 nwards: Waitlist bking/ segment transactin X number f passengers X $ 15 6 Invalid Bking Class Invalid bkings class vilatins are thse Vilatin fr which particular sale f RBD is nt permitted. Bkings ther than First Class Business Class P, F J, C, D, R Ecnmy Class Y, H, M, B, K, I, Q, T, G, N, L, U, O, E. Up t 30 Jun 2016: Bking/segment transactin X number f passengers X $ Jul 2016 nwards: Bking/segment transactin X number f passengers X $ 15 7 DS segments nt cancelled nt ticketed These are pen segments with unspecified flight/carrier. Smetimes used fr cnnectin flights, preceding/fllwing waitlisted segments. DS segment can be identified with help f status cde Up t 30 Jun 2016: Bking/segment transactin X number f passengers X $ Jul 2016 nwards: Bking/segment transactin X number f passengers X $ 15 8 Bkings withut valid ticket numbers Bking with invalid, false, restricted, used, refunded, vided ticket numbers Active (nt cancelled) bkings which are nt ticketed befre departure is cnsidered as vilatin Up t 30 Jun 2016: Bking/segment transactin X number f passengers X $ Jul 2016 nwards: Bking/segment transactin X number f passengers X $ 15 Segments with UN, NO, HX, WK, WN, UC, UL, DL status. Up t 30 Jun 2016: Bking/segment transactin X number f passengers X $ 20 9 Inactive segments Failure t actin the bking messages/cmmunicatins 01 Jul 2016 nwards: Bking/segment transactin X number f passengers X $ 15 Nte: - Fr the cmplete Reservatins, Ticketing and ADM plicy, please refer t lcal Oman Air representative. 6

7 All ADMs will be issued via BSP link/arc as per applicable BSP/ARC guidelines. Any dispute must necessarily be made specifying reasn fr dispute within the stipulated perid as per IATA reslutin 850m. In case Oman Air rejects an agent dispute, an explanatin fr this rejectin will be prvided t supprt Oman Air s psitin. ADM Administratin Fee Oman Air will levy an administratin fee f USD 10 r equivalent in lcal currency per ADM fr thse raised thrugh sales / refund audits. Effective 1 Nv 2014, the Administratin fee will be revised as USD 20 per ADM. Cntact infrmatin Fr further inquiries related t ADMs, please cntact yur lcal Oman Air ffice r the Ids mentined n the ADM. Oman Air reserves the right t edit r amend the ADM plicy at any time withut advance ntificatin. 7