BSP MANUAL FOR AGENTS LOCAL PROCEDURES NEW ZEALAND

BSP MANUAL FOR AGENTS
LOCAL PROCEDURES
NEW ZEALAND
CHAPTER 14
EFFECTIVE JUNE 2011
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CONTENTS
FOREWARD: This chapter (Chapter 14) covers local BSP procedures applicable in New Zealand. For all
other applicable BSP procedures please refer to the core BSP Manual for Agents.
Chapter 14 – Local Procedures
TABLE OF CONTENTS
14.1
Address & Contacts
Contact in Local Office
Regional Data Processing Centre
Clearing Bank
List of Approved Ticketing System Providers
Local Customer Advisory Group – LCAG
Agency Programme Joint Council Delegates (APJC)
4
4
4
4
4
5
5
14.2
Participating Airlines
14.2.1 Participating Airlines
14.2.2 Airline Contact Details
6
7
7
14.3
Customer Interfaces – Questions
14.3.1 General
7
7
14.4
IATA Customer Service
14.4.1 IATA New Zealand Homepage
14.4.2 IATA International Homepage
14.4.3 BSPlink
7
7
8
8
14.5
Standard Traffic Documents – STD
14.5.1 STDs used in New Zealand
14.5.2 Allocation of Electronic STDs
14.5.3 For Agents
14.5.4 For Passengers
14.5.5 Key features of ETs
14.5.6 Agency Requirements for issuing Electronic Tickets
14.5.7 Passenger Itinerary Receipt
14.5.8 Trans Tasman ET
14.5.9 ET Cancellations
8
8
8
8
9
9
9
9
9
9
14.6
ET Refunds
14.6.1 General
14.6.2 Refund Application to an ET Airline
10
10
10
14.7
ET Exchanges
14.7.1 Exchanging an ET for a new ET
10
10
14.8
ET Sales Returns
10
14.9
BSP Processing and Billing
10
14.10
Rejected ET Transactions
10
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14.10.1 Exchange ETs
14.10.2 ET Refunds
14.10.3 Cancelled ETs
10
10
11
14.11
Standard Administrative Forms
14.11.1 Administrative Forms used in New Zealand
14.11.2 Airlines own Accounting Memoranda
14.11.3 Agency Debit Memo – ADM
14.11.4 Agency Credit Memo – ACM
14.11.5 ADM/ACM Procedures
11
11
11
11
11
11
14.12
Credit Card Sales
14.12.1 General
14.12.2 Ticket Entry on Credit Card Sales
14.12.3 Face to Face transactions
14.12.4 Non face to face transaction
14.12.5 Passengers signature
14.12.6 Reporting of Credit Card Sales by IATA/BSP
12
12
12
12
13
13
Refunds
14.13.1 General
14.13.2 ET Refunds
14.13.3 Refund Application/Refund Notice
14.13.4 Refund via IATA Customer Portal
14.13.5 Online BSPlink Refund Application
14.13.6 Handling of Refunds by IATA Members
13
13
13
13
14
14
BSP Billing Outputs
14.15.1 General
14.15.2 BSP Reports available
BSP Output – Basic Package Quick Reference
List of BSP Reports with descriptions
14
14
14
15
Remittance Procedures
14.15.1 General
14.15.2 Method of Remittance
14.15.3 Reporting Errors and Missing Remittance Notice
14.15.4 Post-Settlement Errors discovered by Agent
14.15.5 Post-Settlement Errors discovered by the BSP Airline
14.15.6 Post-Settlement Errors discovered by IATA
16
16
17
17
17
17
14.16
Net Remittance
17
14.17
Sanctions, Administrative and Clearing Bank Charges
14.17.1 Administrative Charges
Overdue or Dishonour Fee
17
14.13
14.14
14.15
14.18
Billing Outputs
Interest and Clearing Bank charges
14.17.2 Sanctions
18
Reporting Calendars
18
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14.1
ADDRESSES & CONTACTS
IATA Local Office
IATA New Zealand
6th Floor
59-67 High Street
Auckland
New Zealand
DX: CX10023
Website: www.iata.org/worldwide/asia_pacific/new_zealand
ALL Queries: www.iata.org/customer-portal - Click Log an Enquiry
Hours
Monday – Friday
8.30am – 5.00pm
CONTACT IN LOCAL OFFICE
Ian Lorigan
Area Manager, South West Pacific
Based in Sydney, Australia
Dylan Albuquerque
Manager – Passenger Services
Glenys Wilson
Assistant Manager – Cargo Services
Lorraine Mascarenhas
Assistant Manager Passenger Services
Cecilia Bale
BSP Customer Service
Tisa Visesio
BSP Customer Service
DATA PROCESSING CENTRE
Account Centre of China Aviation (ACCA)
12 Building Xi Ba He Beili
Beijing
P.R. China
CLEARING BANK
Citibank
IATA BSP Hinge Account Number is 31 – 2840 – 0024071 – 02
LIST OF APPROVED TICKETING SYSTEM PROVIDERS
Galileo
Sabre
Amadeus
GDSL
SABR
AGTD
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LOCAL CUSTOMER ADVISORY GROUP – LCAG
The LOCAL CUSTOMER ADVISTORY GROUP (LCAG) is a forum where Airline Delegates
discuss operational issues for the BSP. For any requests towards LCAG, please find the current
delegates:
Jason O’Connell
Annemarie Williams
Melinda Vickers
Peter Winter
Carol Hudson
Ian Herald
Rudy Santos
Gee Chew
Dzulkefli Zakaria
Lorraine Mascarenhas
Dylan Albuquerque
Ian Lorigan
Air New Zealand
Air New Zealand
Qantas Airways
Qantas Airways
Cathay Pacific
Cathay Pacific
Singapore Airlines
Malaysian Airlines
Malaysian Airlines
IATA
IATA
IATA
Jason.o’[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
AGENCY PROGRAMME JOINT COUNCIL (APJC) DELEGATES
The AGENCY PROGRAMME JOINT COUNCIL (APJC) IS A FORUM WHERE Airline and Travel
Agency delegates may consider all aspects of the Agency Programme in the country/area and
make recommendation thereon in the form of agenda proposals to the Passenger Agency
Conference.
Airlines
Gee Chew
Dzulkefli Zakaria
Jason O’Connell
Annemarie Williams
Ian Herald
Kenneth Chiu
Murray Wild
Richard Baker
Savio Rodrigues
Sonia Francis
TAANZ Members
John Wilson
Peter Barlow
Andrew Bowman
Mark Abbot
Ross Manson
Neil Gestro
Malaysian Airlines
Malaysian Airlines
Air New Zealand
Air New Zealand
Cathay Pacific
Cathay Pacific
Singapore Airlines
Singapore Airlines
Emirates
Emirates
[email protected]
[email protected]
Jason.o’[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
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14.2.1 PARTICIPATING AIRLINES
Participating Airlines List
The below list shows participating Airline Members of BSP New Zealand
Aer Lingus
Aeroflot Russian Airlines
Aerolineas Argentinas
Aerosvit Ukranian Airlines
Aerovias De Mexico
Air Astana
Air Austral
Air Berlin
Air Botswana
Air Caledonie International
Air Canada
Air China
Air India
Air Macau
Air Madagascar
Air New Zealand
Air Niugini
Air Pacific
Air Tahiti
Air Tahiti Nui
Air Vanuatu
Alaska Airlines
Alitalia – Compagnia Aerea Italiana
American Airlines
Asiana Airlines
Austrian Airlines
Bangkok Airways
British Airways
Cathay Pacific Airways Ltd
China Airlines
China Eastern Airlines
China Southern Airlines
Compania Panamena De Aviation
Croatia Airlines
Delta Airlines Inc
Deutsche Lufthansa A.G
El Al Israel
Emirates
Ethiopian Airlines
Etihad Airways
Eva Airways Corp
Finnair
Garuda Indonesia
053
555
044
870
139
465
760
745
636
063
014
999
098
675
258
086
656
260
135
244
218
027
055
001
988
257
829
125
160
297
781
784
230
831
006
220
114
176
071
607
695
105
126
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EI
SU
AR
VV
AM
KC
UU
AB
BP
SB
AC
CA
AI
NX
MD
NZ
PX
FJ
VT
TN
NF
AS
AZ
AA
OZ
OS
PG
BA
CX
CI
MU
CZ
CM
OU
DL
LH
LY
EK
ET
EY
BR
AY
GA
Hahn Airlines
Hainan Airlines Company Ltd
Hawaiian Airlines
Heli Air Monaco
Hong Kong Airlines Ltd
Japan Airlines
Jet Airways
Jetstar
Kenya Airways
KLM Royal Dutch Airlines
Korean Airlines Co Ltd
LATAM Airlines Group S.A. dba LAN Airlines
Malaysian Airline System
Oman Air
Pacific Wings
Philippine Airlines
Qantas Airways
Qatar Airways
Royal Air Maroc
Royal Brunei
Royal Jordanian
Scandinavian Airlines
Shenzen Airlines
Siberia Airlines
Singapore Airlines
Solomon Airlines
South African Airways
Sri Lankan
Swiss
Tam Linhas Aerelas SA
Thai Airways International
Turkish Airlines
United Airlines
US Airways
Vietnam Airlines
Virgin Atlantic Airways
Virgin Australia
Vladivostok Air
169
880
173
747
851
131
589
041
706
074
180
045
232
910
568
079
081
157
147
672
512
117
479
421
618
193
083
603
724
957
217
235
016
037
738
932
795
277
HR
HU
HA
YO
HX
JL
9W
JQ
KQ
KL
KE
LA
MH
WY
LW
PR
QF
QR
AT
BI
RJ
SK
SH
S7
SQ
IE
SA
UL
LX
JJ
TG
TK
UA
US
*VN
VS
VA
XF
14.2.2 AIRLINE CONTACT DETAILS
For any queries towards a BSP Member Airline you can contact the Local IATA Office, or
you can contact your Airline Representative.
BSPlink Enhanced Agents can access the function Airlines on BSPlink and in this way
retrieve Airlines contact details at anytime.
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14.3
CUSTOMER INTERFACES – QUESTIONS
14.3.1 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 part for help:
Any problems to complete a ticket sale or to extract any reports from your
ticketing system.
This shall of course be answered by the Helpdesk of your Ticketing system Provider (i.e
Sabre, Amadeus, Galileo)
Questions on how to issue a ticket, or any queries regarding the rules for a ticket.
These should be stated directly to the Airline in question or your ticketing system
provider if there is a technical problem
Questions on any discrepancies between what you have reported through your
ticketing system and what you find on the BSP Reports
Check which document is causing the discrepancy and then report this to IATA.
IATA has several customer interfaces where you can seek information and we wish to
point out some of them below.
14.4
IATA CUSTOMER SERVICES
14.4.1 IATA New Zealand Homepage
www.iata.org/worldwide/asia_pacific/new_zealand
The IDFS New Zealand homepage will have local information regarding this market,
including, Customer Bulletins and Circulars, and, as well as links to other IATA products
and services.
14.4.2 IATA International Homepage
By entering www.iata.org you will come to the IATA Global Homepage. 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 find the information you are looking for.
14.4.3 BSPlink
www.bsplink.iata.org
BSPlink – Basic
Free of Charge
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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.
Also, IATA sends any important operational information using the Download
Communication 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 a change in procedures.
BSPlink – Enhanced
$60.00NZD per Enhanced User/per month
In addition to the Basic functions described above, BSPlink can also be used to extract
online reports, search for historic BSP data (document data, ADMs etc), create groups
for many IATA locations, and get email notifications for new files and much more. The
Enhanced function has a cost involved but might very well be worth it.
Furthermore the Ticketing Authority is maintained by the 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.
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.
For further information please check directly on the BSPlink site found on
www.bsplink.iata.org or Customer Service via IATA Customer Portal.
14.5
STANDARD TRAFFIC DOCUMENTS – STD
14.5.1 List of all types of all STDs used in New Zealand
ET
Electronic Ticket via Ticketing System Provider
V-MPD
Virtual Multiple Purpose Document via BSPlink
14.5.2 Allocation of Electronic STDs – Computer Generated Numbers (CGNs)
Electronic Ticketing is Resolution 854 which governs the implementation and operation
of automated and electronic ticketing systems in a BSP country or area. Guidelines
based on the technical, and other, specifications incorporated in the PAConf and PSC
Resolutions for the implementation and operation of Electronic Ticketing in a BSP have
been issued to all IATA Managers. A Member or any other party wishing to make
facilities available to Agents for the automated issuance of STDs, must advise the local
IATA Manager who will verify the technical compatibility of the system with the operation
of the BSP, and its compliance with relevant IATA Resolutions in regard to document
printing and data reporting formats.
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Electronic Ticketing (ET) is a method to record the sale of passenger transportation
without the issuance of paper flight coupons. The flight coupons issued for carriage are
held electronically in the airline system via the GDS system used by the Agent.
Electronic Tickets are also refunded via the issuing GDS.
ET is an efficient ticketing method for Agents and passengers.
14.5.3 For Agents:
As there are no paper tickets to account for, stock control for Agents is much easier.
Electronic Tickets are automatically reported to the BSP DPC for billing. Electronic
Tickets may only be refunded electronically creating opportunities for interfacing to back
office systems and providing more accurate accounting and control.
14.5.4 For Passengers:
With an ET, the passenger does not need to queue at the airport ticket desk to pickup a
ticket and can go straight to check-in in the Terminal or at the gate, saving time. Many
airports/airlines have Self-Service facilities for ticket/boarding pass issuance using ET
which speedup the check-in process. Where Agents are permitted to issue Electronic
Tickets, Flight Coupons are created by Agents in the airline’s system via an Agents GDS
Terminal.
14.5.5 Key features of ET are:
*
The flight coupons are not printed on physical STDs
*
The airline whose ticketing authority is used for the ET transaction will retrieve the
flight coupons data when the passenger reports to the airline check-in point or
ticketing location.
*
When creating an ET, the GDS system schedules display will show which flights
are available for ET and will confirm whether an ET transaction is accepted.
*
ET may only be issued where all segments can be ticketed as ET.
14.5.6 Agency Requirements for issuing Electronic Tickets
To issue E-Tickets an agency must:
Be an IATA Accredited Agent directly appointed by an ET Airline
Have received ET issuance instructions from your Ticketing System Provider (TSP) and
been notified that your Agency has been setup.
Have received authorization and instructions from an ET Airline
14.5.7 List of BSP New Zealand Electronic Ticketing Airlines
With the 100% Electronic Ticketing successfully implemented all airlines are compliant; if
you are having difficulties please contact the Local IATA Office. Please note that there
are cases where Electronic Ticketing cannot be issued by an IATA Accredited Agent and
requires an airline to issue the ticket, a known case is for infant tickets.
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14.5.8 Electronic Ticket Training
Your Agency must receive instructions on how to issue electronic Tickets, before going
LIVE. .
Subsequent ET Airlines will not require that you complete training again. However,
airline documentation will be provided describing any specific E-Ticketing requirements
for that Airline.
Your ET Airline/s and your Ticketing System Provider, (although the usual Help-Desk
Support), will be your point of contact for any questions you may have.
14.5.9 ET Serial Numbers
Each Ticketing System Provider holds a range of ET serial numbers. Your ticketing
System will automatically allocate a ticket range to your Agency when you start ticketing.
As you run out of stock, the Ticketing system will allocate another range without any
prompting. Allocation is in blocks of 250 or 1,000 depending on your Ticketing System.
14.5.10 Passenger Itinerary Receipt
It is MANDATORY that the issuing travel agency shall deliver an Itinerary/Receipt plus
the Legal Notices to the passenger at point of sale.
The Passenger Itinerary Receipt is generated by your TSP when you issue an Electronic
Ticket.
Itinerary Printing and Provision of Legal Notices
*
*
*
Terms and Conditions are available electronically for printing onto your own
letterhead – please visit the IATA New Zealand website or the IATA Agent
Homepage – www.iata.org/agenthome.
The back of the Terms and Conditions document maybe used for printing the
Itinerary Receipt, or alternatively the Terms and Conditions maybe stapled to the
Itinerary Receipt
Any ET Airline requiring the Terms and Conditions will provide their own
document to each Agent.
14.5.11 Trans Tasman ET
The Australian Customs Department have advised that passengers who wish to make
duty free purchases at a duty free store in any Australian city (i.e not at the Airport)
MUST be able to provide their ET Itinerary Receipt printed on the issuing agent
letterhead.
14.5.12 ET Cancellations
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You may only cancel an ET if the fare rules and the Airline so authorizes. Additionally,
CANCELLATION OF AN ELECTRONIC TICKET MAY ONLY BE COMPLETED ON
THE DAY OF ISSUE.
Therefore cancellation requests CANNOT be applied for Electronic Tickets and BSP will
reject them, leaving the ticket as LIVE:
*
On the day of issue
You can cancel an ET and your Ticketing System will report it as a cancelled sale
on your billing analysis
*
After the day of issue
All ETs must be refunded in the manner as shown below, or as specifically
instructed by the ET Airline.
14.6 REFUNDS
The Agent must firstly refer to the Refund Authority Chart as to whether they may refund
via their Ticketing System (and if so, which type of refunds are allowed) or whether they
must submit a Refund Application Form to the Airline.
The Refund Authority Chart is frequently uploaded into BSPlink in the Download
Communications site, or contact the carrier directly.
14.6.1 ET Refunds
Based on Airline Authority to complete auto refunds, and the refund types allowed (eg
full, partial, cash, credit, etc), complete a refund entry via your Ticketing System. Your
TSP will then obtain authority from the issuing Airline – which verified that the coupons
were open and available for refunding.
If you wish, after issuing the ET Refund, print 1 copy of the Refund Form for your files.
14.6.2 Refund Application to an ET Airline
Submit a Refund Application Form with the E-Ticket details. The Airline will audit the
refund and process accordingly.
14.7
ET EXCHANGES
14.7.1 Exchanging an ET for a new ET
Complete your request to exchange through your Ticketing System Provider to gain the
ET Airline Authority to exchange. This checks that the coupons are open and available
to be exchanged.
If you wish, you can print the Exchange Authorization Form and file.
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14.8 ET Sales Returns
All ET issuances are submitted by the Ticketing System Provider. If the airline requires
a copy of any ET issuance, please submit directly to the airline.
14.9 BSP Processing and Billing
E-tickets are reported and processed in the same way as all BSP neutral documents
through the BSP. However, several transactions will be subject to some checking before
being processed. These are ET exchanges, ET refunds and cancelled ETs. If they fail
the checking they will either be rejected or noted as not containing any authorization on
the Unauthorised Transaction Report.
ET issuances will flow straight through to billing and will appear as another ticket range
on your Billing Analysis.
14.10 Rejected ET Transactions
As noted above, three types of transactions will be checked to ensure they have an
airline authority before being accepted for processing. These authority codes (ESAC –
Electronic Settlement Authorisation Code) are important as they confirm that the ET
Airline has adjusted their copy of your E-ticket to the new status.
14.10.1 Exchange ETs
The ET Airline will provide the TSP with an authorisation code to be attached to your
exchange transaction data when you complete the ticket.
If it is not provided, the E-ticket will STILL BE PROCESSED, but it will appear on your
Unauthorised Transaction Report with a warning that there was no authorisation code.
14.10.2 ET Refunds
If you are issuing an automated ET refund through your TSP, then the ET Airline will
provide the TSP with an authorisation code to be attached to your refund data when you
complete it.
If this is not present when BSP check your data, the refund will appear on the
Unauthorised Transaction Report. You will then be required to complete a Refund
Application Form to submit to the Airline.
14.10.3 Cancelled ETs
Cancellation (only on the day of issue) will require your TSP to check with the Airline and
gain an Authorisation Code to be attached to the cancelled ticket data.
If the Authorisation Code is not present when your data is checked by BSP, the
cancelled ET will be rejected and will appear on the Unauthorised Transaction Report.
To resolve this rejection, you will need to contact the ET Airline as detailed in their ET
Airline Specific instructions.
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14.11 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 – 3
years, from data of its allocation.
14.12 STANDARD ADMINISTRATIVE FORMS (SAF)
14.12.1 Administrative Forms used in New Zealand – General
List of all types of Administrative Forms used in New Zealand
RA
CCCF
Refund Application/Authority
Standard Credit Card Charge Form
14.12.2 Airlines’ 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 ACM/ADMs 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:
ADM
ACM
SPDR
SPCR
Agency Debit Memo
Agency Credit Memo
Settlement Plan Debit – IATA issuance only
Settlement Plan Credit – IATA issuance only
14.12.3 Agency Debit Memo (ADM), Settlement Plan Debit (SPDR)
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 a disagreement, the Agent is obliged to contact the issuing Airline
with the set disputing period, which is 21 calendar days.
An ADM shall only be processed through the BSP, if issue within nine (9) months of the
final travel date. Any claims beyond this period need to be addressed outside the BSP
processes.
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14.12.4 Agency Credit Memo (ACM), Settlement Plan Credit (SPCR)
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.
14.12.5 ADM/ACM Procedures
Where BSPlink ADM/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 airlines’ 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 (TAH)
*
ADMs are legitimate accounting tool for use by all BSP Airlines to collect amounts
or make adjustments to agent transactions in respect of the issuance and use of
Traffic Documents issued by or at the request of the Agent.
*
Alternative use of ADMs may exist provided that consultation has taken place
either individually with the Agent or a local representation of Agents, or through
the applicable local joint consultative forum.
*
ADMs shall only be processed through the BSP if issued within nine month of the
final travel date. Any debt action initiated beyond this period shall be handled
directly between the BSP Airline and Agent.
*
Airlines are required to publish and communicate in writing their ADM policies to
Agents in advance of implementation.
*
Following issue by the Airline, depending on each individual Airline procedure you
may either receive via email or post or BSPlink. Airlines shall provide Agents with
the phone or fax number and email address of a person or department that has
knowledge of the concerned ADM
*
The Agent is allowed 21 calendar days from the date shown on the ADM/ACM to
dispute the Memo. After 21 days the non-disputed Memo is forwarded by the
issuing Airline to BSP for inclusion in the next available Billing Analysis
*
If it is established that an ADM is not valid it must be cancelled
*
Where ADMs are withdrawn by BSP Airlines, any administration fee that may
have been levied will be withdrawn, or refunded to the Agent. In the event the
ADM is refunded to the Agent, the Airline cannot charge an administrative fee
associated to the refund.
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*
Following consultation and if both parties agree a disputed ADM may be referred
to the Travel Agency Commissioner to be resolved.
*
An ADM that has been included in the BSP billing will be processed for payment.
Any subsequent dispute of such ADM, if it is upheld by the Airline, will be dealt
with directly and where applicable may result in the issue of an Airline Credit
Memo (ACM)
14.13 CREDIT CARD SALES
14.13.1 General
Subject to the authority of the ticketing Airline and the procedures set out in this manual,
an Agent may accept Credit Cards and/or Charge Cards in full payment for ticket sales
on behalf of the plated airline. Failure to comply with the procedures herein and/or the
airlines policies may result in the transaction being billed as cash to the Agent’s Billing
and once such action is taken, the airline will not retrospectively accept a card as
payment for the transaction. Furthermore should a customer dispute and refuse to pay a
transaction appearing on their Card Statement where such transaction was generated by
an Agent, the airline will raise an ADM for the full value of the rejected transaction and
the Agent must settle same. It is important that all Agents understand the general
principles of Credit Card transactions.
When processing a credit card sale, the Agent should always ensure card acceptance
and follow customary safety precautions:
*
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 (including Eurocard)
*
DC – Diners Club
*
AX – American Express Card
*
TP – Airlines own UATP cards
*
Is the card offered a valid card?
*
Has it been altered in any way?
*
Has it been blacklisted by the issuing Card Company
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*
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
14.13.2 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
14.13.3 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.
14.13.4 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).
14.13.5 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.
14.13.6 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.
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14.14 REFUNDS
14.14.1 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.
14.14.2 Direct Refunds
For instructions on how to raise a refund via their GDS, the agent must contact their
GDS for advice. It’s recommended for an agent to print a copy of the refund and file in
the office.
14.14.3 Refund Application
Electronic Refund via IATA New Zealand Website
The Electronic Refund Application Form consists of one master copy that can be
downloaded from IATA website – www.iata.org/customer-portal. BSP Administration
Forms can be found in the Resource Centre site.
Once Downloaded, the Refund Application form can be saved onto your C:\ drive and
can be accessed when a new refund application is required, by simply clicking the
RESET button at the top of the form.
COMPLETE an online Refund Application form and submit to the Airline for the
following types of refunds:
*
*
*
*
*
PARTIAL refunds (unless Airline authorised reporting of partials to BSP)
Exchanges or documents with exchanges associated with them
Credit Sales that were Rejected to Cash
Manual Credit Sales and OPTAT Credit Card Sales, unless these are processed
through your Ticketing System
Documents that have NOT been processed through BSP
PLEASE ENSURE YOU COMPLETE THE FORM ONLINE BEFORE PRINTING
IMPORTANT: YOU CANNOT SAVE THE INFORMATION AFTER COMPLETION,
ONLY PRINT.
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Section 1
Completion Procedure (AIRLINE COPY ONLY)
Begin the Application by filling out all of the above information in the FIRST
section
of the online form:
Agent Name
Agency Code
Airline code
Date of issue
Agent’s Contact person
Contact Tel No
Contact Email
Year / Month / No: {Period}
Issuing agent name
Use Drop down & input check digit
Refunding Airline
Should be auto populated with today’s date
Issuing consultant name
Issuing consultant phone number
Issuing consultant email address
DISREGARD THIS FIELD
Section 2
Procedure (AIRLINE COPY ONLY)
Continue the Application by filling out all of the above information in the SECOND
section of the online form:
*
*
*
Passenger Name
Used Transportation (Date/Flight No/Routing)
Stat field
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*
*
*
*
*
*
Tick either of the following boxes
Used / Voluntary
Unused / Voluntary
Used / Involuntary
Unused / Involuntary
Other
You may also insert free format text in the ‘Agt Remarks’ field. Please ensure you leave
the A/L Remarks field empty.
Section 3
Completion Procedure (AIRLINE COPY ONLY)
Continue the Application by filling out all of the above information in the THIRD section of
the online form:
Airline code
Form & Serial No
Cpn.No
Rpt Period
Original Document
Airline
Serial No
Date Issued
Place (alpha city code)
Issuing Agency
Form of Payment
Credit Card Number
should auto populate once you input Airline code in area 1 on
the form
Ticket number
Click on the coupons to be refunded
If it is obtainable you may enter the original reporting period
of which the refunded ticket was reported
This area is only applicable if you have an original document
related to the ticket being refunded on the form.
3 digit code
Original ticket/doc number
dd/mm/yyyy
I.e AKL/CHC
use drop down options
Please tick either Cash/Chq or UATP/CC by simply clicking
on either box.
Enter clients credit card number
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Credit Card Expiry Date Credit Card Expiry date (mm/yyyy)
Cardholders Name
Enter cardholders name
AMOUNT fields
Please input refundable amount in one of the amount boxes
which will be audited by the Airline concerned. If Split
payment occurs you have two amount fields, one can be
used for Cash/Chq and the other for UATP/CC.
DISTRIBUTION OF COMPLETED ONLINE REFUND APPLICATION:
Once completed the application you may select the Print option, two copies of the Online
Refund Application will print out
* Airline Copy
* Agent Copy (duplication copy
PLEASE FORWARD THE AIRLINE COPY ATTACHED WITH SUPPORTING
DOCUMENTS TO THE AIRLINE CONCERNED. . THE AGENT COPY CAN BE
RETAINED BY YOUR AGENCY FOR REFERENCE.
14.14.4 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 no later than two months after the carrier receives the refund
application from the Agent.
*
Refund Application via BSPlink
*
Enhanced Agents will be able to issue Refund Application/Authority
*
Refund Application/Authority issued via “Document Enquiry (TAIP) option
*
Issue Refund Application/Authority via Document Enquiry option is the
recommended and straightforward method. Once the form is completed click
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the “Accepted” button. The issued Refund Application/Authority can now be
queried in the “Refund Application/Authority Query”.
*
For complete instructions proceed to “Download Centre” at www.bsplink.iata.org
14.15 BSP BILLING REPORTS – OUTPUTS
14.15.1 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 account documentation it is important that Agents save the BSP reports for
the time prescribed in the local legislation (normally a period of 7 years depending on the
country). The reports are available online on BSPlink for the period of 2 months. Old
reports can be requested from BSP local office, and if available there is a cost involved
with such a rerun.
Reports are provided in pdf format and are compressed. Agents are required to have
appropriate software (eg Acrobat Reader and a Winzip Program)
14.15.2 BSP Reports available
Agent Output – Basic Package Quick Reference
REPORT
BSP Agent Billing Statement and Analysis
Agent Unauthorised Transaction Report
Agent Refund Rejection Report
Agent Remittance Notice
Agent Invalid VC Report
Credit Card Exception Report
Tax Summary Report
FILE NAME
RPAGSTM
RPAGETEX
RPAGRFRJ
RPAGTRMT
RPAGVCER
RPCCEXCP
RPAGTAX1
List of BSP Reports with descriptions
Below are descriptions of BSP reports sent to Agents. Please note that the File Name
stated eg STMmmpE, will reflect the month and period such as STM012x represents
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
Frequency:
Periodically
Media:
BSPlink
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Format:
File Name:
Price:
PDF
RPAGSTM
Standard – free of charge
Agent Unauthorized Transaction Report
This report displays any cancelled, reissued or refunded ET sales without Airline
Settlement Authorisation Code supplied, plus any agent issuing ET transactions without
airline authority. Also cancellation requests (CANR’s) that could not be processed will
appear.
Frequency:
Media:
Format:
File Name:
Price:
Periodically
BSPlink
PDF
RPAGETEX
Standard – free of charge
Agent Refund Rejection Report
This report displays all rejected refund transactions in Airline order, by Document
number with the reason for rejection. Refund rejection is based on the Data Correction
Refund checks prefixed ‘R’. Rejected refunds may be automatically deleted during RET
load. The Agent received this report so they can be resubmit a corrected refund to the
BSP or directly to the Airline.
Frequency:
Media:
Format:
File Name:
Price:
Periodically
BSPlink
PDF
RPAGRFRJ
Standard – free of charge
Tax Summary Report
This report displays Summary of the Tax Types for each Agent, giving totals for each
Tax Type and divided into Cash and Credit, Refunds and ADMs and ACMs.
Frequency:
Media:
Format:
File Name:
Price:
Periodically
BSPlink
PDF
RPAGTAX1
Standard – free of charge
Agent Remittance Notice
This is an Agent Remittance Notice produced after billing reconciliation.
Frequency:
Periodically
Media:
BSPlink
Format:
PDF
File Name:
RPAGTRMT
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Price:
Standard – free of charge
Agent Invalid VC Report
This report is based on commission checks setup through the ISIS Variable Commission
module. Checks are made between the tickets itinerary data and the permitted
commissions for the Airline, and the system will adjust the commission rate if it is
reported incorrectly for the routing. Any tickets that had commission changes are listed
in this report.
Frequency:
Media:
Format:
File Name:
Periodically
BSPlink
PDF
RPAGVCER
Credit Card Exception Report
This report lists all Credit Card transactions that have rejected to cash to which the agent
is then billed.
Frequency:
Media:
Format:
File Name:
Price:
Periodically
BSPlink
PDF
RPCCEXCP
Standard – free of charge
14.16 REMITTANCE PROCEDURES
14.16.1 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.
14.16.2 Method of Remittance
Agents are required to settle their BSP Billings by way of deposits into the BSP Hinge
Account at Citibank on the specified remittance date as per the BSP
Reporting/Remittance Calendar.
To avoid any delays or unpaid remittance IATA strongly recommend that all agents are
on a Direct Debit.
14.16.3 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.
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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:
1.
2.
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.
14.16.4 Post-Settlement Errors discovered by Agent
Where a post-settlement error is discovered by a travel agent, the agent is to contact the
airline concerned. Once a reporting period has been remitted and settled BSP are not
permitted to make any amendments to an agency’s’ remittance so the airline should be
the first point of contact.
14.16.5 Post-Settlement Errors discovered by the BSP Airline
Where the airline discovers an error, they may decide to correct the error by raising an
ACM or ADM.
Once an airline has established the corrective measure the carrier is to inform the agent.
14.16.6 Post Settlement Errors Discovered by IATA
If IATA discovers an error, the agent and/or airline will be notified.
14.17 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.
14.18 SANCTIONS, ADMINISTRATIVE AND CLEARING BANK CHARGES
All references to Sections, Paragraphs and Subparagraphs below are references to
Sections, Paragraphs and Subparagraphs as prescribed in Resolution 818g of the Travel
Agent’s Handbook, unless stated otherwise.
14.18.1 Administrative Charges
The following administrative charges will apply upon an Agent’s failure to comply with
BSP’s reporting and remitting procedures
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Overdue or Dishonour Fee
NZD50.00 plus bank fees
Billing Outputs
Agents and Airlines have their billing outputs available in BSPlink for two months after
which they will be archived from BSPlink.
If a request is received the cost for BSP to provide the outputs:
Three months or less
NZD50.00 plus GST
Greater than three months
NZD50.00 plus GST
NZD50.00 (per period) plus IATA Administration Fee
NZD100.00 (per period) plus IATA Administration Fee
If the output is archived from BSP, and ACCA are required to provide the output the cost
is based on a case by case basis with the additional cost of the IATA Administration Fee
of NZD50.00 plus GST.
Interest and Clearing Bank Charges
If a remittance has dishonoured and after an investigation it’s found to be an agency
error, the agency will be charged a NZD50.00 fee and in addition any and all bank
charges.
14.18.2 SANCTIONS
New Zealand BSP is governed by the rules and regulations set out in resolution 818g.
Failure to comply with the procedure set out in resolution 818g shall be grounds for IATA
to give the Agent written notice of removal from the Agency List.
Immediately upon a further instance of irregularity being recorded on such list in respect
of a Location during any 12 consecutive months the Agency Administrator shall advise
IATA Management and he shall take default action with respect to that Location in
accordance with section dealing with Defaulting Airline Owing Money to the Clearing
Bank.
When an Agent is to be declared in default, the Agency Administrator immediately
notifies IATA Management, all members and Airlines. The Agency Administrator must
also advise the Agent in writing that default action has been invoked.
The Agency Administrator demands an immediate account and settlement of all amounts
owing by the Agent in respect of the Location(s) concerned for all pending transactions
currently in the BSP system.
He also immediately requests the Data Processing Centre (DPC) to produce a special
billing analysis for that Agent and an inventory of its stock of Traffic Documents, and
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further notifies that Clearing Bank, the local representatives of Members and Airlines of
the default action.
The IATA Management shall also advise all other effected parties involved (eg Ticketing
System suppliers, CRs, GDS, etc) of the decision and subsequent actions taken by the
IATA member with respect to the Agent concerned. The IATA Manager shall instruct the
GDS to inhibit ticketing capability, and any processing of ADMs/ ACMs or Refunds in
BSPlink. BSPlink functionality must be limited to file delivery only.
14.18.3 CHANGES WITHIN AN AGENCY REQUIRING PRIOR IATA APPROVAL
Under the terms of the Passenger Sales Agency Agreement entered into each IATA
Accredited Agent, an Agent proposing to effect certain changes within its agency must
so notify the Agency Administrator through the IATA Agency Services Office. The
details of the procedural requirements for cases of change of ownership, legal status,
name or location are shown in the Sales Agency Rules.
The following brief summary of the provisions is given to assist Agents to understand the
important of advising IATA in advance of proposed changes in their agencies. Copies of
the appropriate forms and notices together with answers to enquiries can be obtained
from the IATA Agency Services Office and it is to this office that the notification of
change should be submitted:
All changes of ownership, legal status, name or location of the agent that may impact its
accreditation status shall be notified to the agency administrator prior to the change to
enable processing in accordance with the respective provisions mentioned in section 10
of Resolution 818g.
It is important to notify IATA at least 30 days in advance of the effective date of any future
change of ownership, legal status, name or address of the IATA accredited agency. Such
advance notice will enable the IATA office to take the steps necessary to ensure the
continuation of a normal trading relationship between the IATA accredited Agent and
appointing Member Airlines.
Information & fees regarding changes can be obtained from:
http://www.iata.org/ps/accreditation-travel/accreditation-travel/Pages/change.aspx
14.18.4 Changes of Ownership/Equity or Legal Status
The old owners should inform IATA before the change of ownership takes place to
facilitate approval of the change prior to its effective date.
14.18.5 Changes of Name
If an Accredited Agent wishes to change its name, or the name under which any of its
Approved Locations is operated, it must give prior notice and make an application for
approval of the change
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14.18.6 Changes of address
If an Accredited Agent wishes to change the place of any of its Approved Locations it
must give prior notice of and make an application for approval of the change.
14.18.7 Changes affecting security
Each Approved Location’s security arrangements are specifically inspected and this
forms part of the IATA Accreditation process. When an Approved Location undergoes
building alterations, such as changes to doors or windows, which might affect the validity
of the original security inspection, the Agent must inform the IATA Agency services
Office in writing before the work starts.
14.18.8 Maintaining Criteria
It is essential for an IATA Accredited Agent to maintain the standards necessary for
accreditation. A review of the Agent’s criteria can take place at any time and a full
review of the Accredited Agent’s financial standing is carried out on a regular basis.
Failure to submit, by the specified date, financial documents requested by the Agency
Services Manager to conduct a financial review of the Agent is in itself grounds for
review of the Agent’s eligibility to be retained on the Agency List.
14.19 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
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