BSP MANUAL FOR AGENTS LOCAL PROCEDURES NEW ZEALAND CHAPTER 14 EFFECTIVE JUNE 2011 1 of 28 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 2 of 28 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 3 of 28 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 4 of 28 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’connell@airnz.co.nz Annemarie.williams@airnz.co.nz mvickers@qantas.co.nz pwinter@qantas.com.au carol_hudson@cathaypacific.co.nz ian_herald@cathaypacific.com Rudy_Santos@singaporeair.com.sg geechew@malaysiaairlines.com dzultann@malaysiaairlines.com mascarenhasl@iata.org albuquerqd@iata.org lorigani@iata.org 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 geechew@malaysiaairlines.com dzultann@malaysiaairlines.com Jason.o’connell@airnz.co.nz Annemarie.williams@airnz.co.nz Ian_herald@cathaypacific.com Kenneth_mk_chiu@cathaypacific.com murray_wild@singaporeair.com.sg Richard_baker@singaporeair.com.sg savior.rodrigues@emirates.com Sonia.francis@emirates.com john.wilson@stellatravel.co.nz peter.barlow@bcdtravel.co.nz Andrew@first-travel-group.co.nz MarkAbbot@mdslaw.co.nz ross@itntravel.co.nz neil.gestro@stellatravel.co.nz 5 of 28 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 6 of 28 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. 7 of 28 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 8 of 28 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. 9 of 28 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. 10 of 28 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 11 of 28 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. 12 of 28 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. 13 of 28 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. 14 of 28 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. 15 of 28 * 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 16 of 28 * 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. 17 of 28 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. 18 of 28 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 19 of 28 * * * * * * 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 20 of 28 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 21 of 28 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 22 of 28 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 23 of 28 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. 24 of 28 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 25 of 28 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 26 of 28 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 27 of 28 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 28 of 28