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Introduction of ANA Booking Policy and revised ADM

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Last updated:10th December, 2014
ANA, All Nippon Airways
Introduction of ANA Booking Policy and revised ADM/ACM Policy
Please be advised that we will introduce ANA Booking Policy and the present ADM/ACM Policy will be
revised accordingly.
1. Effective Date
On December 10th, 2014 (Wed)
2. Applicable Flights
All NH segments (include International, Domestic, NH marketing flights) booked through GDS/CRS by
travel service providers
3. Policy Details
Please refer to the attached documents.
ADM/ACM Policy revision points are as follows.
1) ADM administrative fee collection
2) ACM administrative fee (only JP) collection
3) Penalty charge for Booking Policy violation
4) Dispute description
We collect ADM administrative fee and Penalty Charge by entering the following codes.
ADM administrative fee: By entering TAX code “OB”
Penalty Charge: By entering TAX code “DV”
4. Notification
We publish the policies as follows.
1) DRS (each GDS’s information page)
2) Upload URL in each countries’ BSP Link (only ADM/ACM Policy)
When there are any changes to these policies, we will update the above documents.
5. Inquiry from the travel service provider
As described in each policy
Attachment 1: Booking Policy
Attachment 2: ADM Policy
End of document
Attachment 1
ANA Booking Policy
Effective Date : 10th December, 2014
General Description
The following ANA Booking Policy (“Policy”) has been established to set clear expectations for
subscribers concerning the use of a GDS/CRS for reserving, booking and ticketing air transportation on
ANA (all NH flights). Enforcing these rules benefits customers as this allows us to offer passengers a
greater number of seats while reserving last seat availability for business customers.
GDS/CRS practices that are considered a violation of ANA's policies will be addressed appropriately by
issuing of ADM/invoice, cancellation and/or restriction of reservation, and so on. Please review the
following that encompasses booking rules, abusive type ticketing practices and fees associated with
each.
*Travel Service Providers who issue tickets for other Travel Service Providers should inform all of your
partners to comply with this policy.
*As mentioned in IATA resolution, ANA can provide Travel Service Providers with this policy.
IATA Resolution 824, 3.3.1
The Agent is authorized to sell air passenger transportation on the services of the Carrier and on
the services of other air carriers as authorized by the Carrier. The sale of air passenger
transportation means all activities necessary to provide a passenger with a valid contract of
carriage including but not limited to the issuance of a valid Traffic Document and the collection of
monies therefore. The Agent is also authorized to sell such ancillary and other services as the
Carrier may authorize;
IATA Resolution 824, 3.3.2
All services sold pursuant to this Agreement shall be sold on behalf of the Carrier and in
compliance with Carrier’s tariffs, conditions of carriage and the written instructions of the Carrier
as provided to the Agent. The Agent shall not in any way vary or modify the terms and conditions
set forth in any Traffic Document used for services provided by the Carrier, and the Agent shall
complete these documents in the manner prescribed by the Carrier;
IATA Resolution 830a, 1
All Agents be reminded that practices such as those listed herein, in other applicable
Resolutions, or in Carriers’ written instructions, but not limited thereto, violate the governing
conditions referred to above. They harm Members' legitimate interests and can accordingly result
in action being taken under the provisions of the Sales Agency Rules and Passenger Sales
Agency Agreement.
* For any questions, please contact as follows.
TC1: ANA Travel Agency Desk
+1-800-262-2250(US, Canada, Mexico)
or ANA Customer Service Contact Center
+1-310-782-3011
United Kingdom/ Ireland: +44(0)20-8762-8852,
uksales@ana.co.jp
France/ Belgium/ Netherland/ Luxembourg:
+33(0)1-53-83-52-55, anares@ana.co.jp
Germany: +49(0)211-865-950,
infogermany@ana.co.jp
Austria/ Czech/ Slovakia/ Poland: +49(0)211-865-950,
anacsc@ana.co.jp
Switzerland: +41(0)22-909-1050, gva@ana.co.jp
Italy: +39-066-501-1600, rominfo@ana.co.jp
Sweden/ Denmark/ Norway/ Finland/ Kenya/ Turkey/
Spain/ Portugal: +44(0)20-8762-8845,
emea.support@ana.co.jp
China: +86-10-8559-9234, cpn_anachina@ana.co.jp
Hong Kong: +852-2848-4168
Korea: +82(0)2-752-1160
Taiwan: +886(0)2-2521-1989
Thai: +66(0)2-238-5121
Singapore: +65-6323-4333
Vietnam: +84(0)4-3926-2808(Hanoi),
+84(0)8-3821-9612(Ho Chi Minh City)
Indonesia: +62(0)21-837-80-687
Philippines: +63(0)2-553-8000
Malaysia: +60(0)3-2032-1331
Myanmar: +95(0)1-255-412/413
India: +91(0(22-6147-0787/0737(Mumbai),
+91(0)124-440-6411(Delhi)
Japan: ANA Support International
+81(0)3-6743-3892
Definitions
1. Agency Debit Memo (ADM) - An invoice issued to a Travel Service Provider to collect
additional monies owed to ANA for ticketing outside the Fare Rules or any violation of ANA
ADM/Booking Policy.
2. GDS/CRS - Global Distribution System/Computer Reservation System.
3. Fare Rules – Applicable requirements or restrictions associated with a particular fare,
including, but not limited to, non-refund ability, Ticket Time Limits, class of service requirements,
minimum/maximum stay requirements, or advance purchase ticketing requirements.
4. I ATA – International Air Transport Association.
5. PNR – Passenger Name Record.
6. Ticket – The record of agreement, including electronic tickets for the carrier(s) to provide
transportation and related services under certain terms and conditions to the passenger named on
the Ticket in accordance with applicable governing tariffs and regulations.
7. Travel Service Provider – Any travel agency, Accredited Subscriber, Non-Accredited
Subscriber, Corporate Travel Department, GDS/CRS user, and any other person or entity
accessing ANA’s internal reservation system via the Internet or any other means.
Policy
1. Passenger Name
Customers' full first and last names are required in all bookings. Travel Service Provider should
ensure that the customer’s name in the reservation matches customer’s name as it appears on
customer’s passport. Title should be also registered.
Travel Service Provider must not make any speculative bookings using fraudulent or fictitious
names. Examples of such bookings are a valid surname followed by initials and fictitious or
famous names (e.g., JOHNSON/A/B/C, TEST/PNR). When ANA detects speculative bookings
using fraudulent or fictitious names, the reservation may be cancelled.
2. Contact Information
Travel Service Provider must provide its telephone number, the name of inquiry person and the
telephone number of passenger available in the daytime in the PNR. If possible the passenger’s
local phone contact, mobile phone number and e-mail address should also be registered.
3. Secure Flight Passenger Data (SFPD)
To comply with the Transportation Security Administration (TSA) U.S. security programs, the
SFPD information must be registered into the PNR 72 hours prior to the departure. PNRs created
within 72 hours prior to departure must include SFPD when the PNR is booked.
Failure to provide the data may result in the inability to transport or enter the boarding area.
1) Applicable Flights
- Flights departing to/from/within the U.S. (including OAL flights and code-share flights)
- All flights overflying the U.S. as determined by the TSA. * Including U.S domestic flights.
- Codeshare flights operating by all American carriers
2) Secure Flight Passenger Data (SFPD)
Full Name / Gender / Date of Birth / Redress Number
4. Fictitious Booking
It is prohibited to make fictitious bookings not directly related to a request from a passenger.
Bookings for the quotation, training or to gain GDS/CRS incentives are not permitted under any
circumstances.
Travel Service Provider may create a test or training PNR only in the training mode of a GDS/CRS
provider.
5. Booking Class
Booking and ticketing must be made in the appropriate booking class and must correspond with a
valid fare and fare rule for the complete itinerary.
6. Married Segment Control
Married Segments are defined as a travel itinerary that contains at least one connection but which
is sold as a single origin/destination.
ANA may provide a level of availability on Married Segments that differs from the level of
availability provided by ANA if the segments were sold separately. Booking must be made from
origin to destination. Travel Service Provider must not separate Married Segments for any
purposes nor manipulate the GDS/CRS system to circumvent ANA’s Married Segment Control
logic. When making changes, Travel Service Providers must cancel the entire origin/destination
including connection and rebook the new origin/destination containing the connection.
7. Duplicate Booking
Duplicate Booking is defined as booking more than one reservation for the same passenger
traveling on or about the same date to one or more of the different classes or non-flyable flights
(such as, LAXNRT and SFONRT) or overlapping time flights, creating another PNR for a
passenger when one already exists in ANA’s internal reservation system or in a different
GDS/CRS.
Travel Service Providers must not create a Duplicate Booking for any reason, or duplicate any
reservation booked by another Travel Service Provider or that exists in another GDS/CRS or
ANA’s internal reservation system. Travel Service Providers are responsible to determine if the
customer already made a reservation.
ANA may ask Travel Service Provider to fix any Duplicate Booking. Reservations will automatically
be cancelled if Duplicate Bookings are not rectified within the set time limit. Ticketed PNRs and
reservations with one or more departed flights are also applicable.
8. Cancellation
Travel Service Provider must immediately cancel the reservation and release ANA's inventory if a
customer cancels his or her reservation with Travel Service Provider. Travel Service Provider must
not re‐use the canceled inventory or reservation for another customer, even if the other customer
desires the identical itinerary; a new PNR must be created.
9. No Show
No Show is a passenger who fails to cancel the booking by the departure time
Travel Service Provider is responsible for cancelling any ticketed or un-ticketed bookings prior to
departure when the passenger will not be traveling.
When ANA detects a No Show, the remaining booking and down-line space may be cancelled.
10. Inactive Segments
Inactive Segments are flight segments within the GDS/CRS PNR with status codes HX, UN, UC
and NO.
Changes to itinerary segment status resulting in Inactive Segments requires Travel Service
Provider to take action and must be removed from the GDS/CRS PNR at least 24 hours prior to
flight departure. This includes cancelling ticketed or un‐ticketed segments with a status code of
HX, UN, UC and NO.
11. Churning
Churning is an excessive or constant book/cancel activity.
Travel Service Provider must not engage in Churning to circumvent ticketing time limits of the Fare
Rules.
12. Ticket Time Limit
Ticket Time Limit is date or time deadline required for ticket issuance as set forth in the applicable
Fare Rule and/or Flight Firming Policies.
Travel Service Provider is responsible for issuing a valid ticket within the Ticket Time Limit. Due to
automated ticketing deadline control, differences could exist between the fare rule ticketing date
and the system generated ticketing deadline message. In these and similar cases, the more
restrictive ticketing deadline date applies. Failure to issue ticket by Ticket Time Limit, the
reservations will automatically be cancelled.
13. Fictitious Ticketing/Ticket Number
It is prohibited to manually insert a fictitious or previously used ticket number that does not match
with the passenger and existing itinerary in the PNR. All PNRs with fictitious or previously used
ticket numbers will be cancelled.
14. Passive Segment
Passive Segments are flight segments with different status codes (such as PK, GK) according to
GDS/CRS. They are mainly created for issuing tickets for the PNR booked by another GDS/CRS.
Travel Service Providers are prohibited from issuing tickets using passive segments except in
certain group bookings.
When Travel Service Providers issue tickets on behalf of other Travel Service Providers
(sub-agent), the original live PNR booked by the sub-agent shall be used within the same
GDS/CRS.
15. Group Booking
Bookings of 10 or more passengers on the same flight must be made through ANA and handled as
a group PNR. Creating individual PNRs to disguise the size or presence of a group is not
permitted.
Please contact ANA if you do not know about group PNR.
16. Minimum Connecting Time (MCT)
Minimum connecting times vary between airports. It is required that all connecting flights meet
each MCT rule.
17. Queues
Travel Service Provider is responsible for promptly working all queues.
Travel Service Provider is expected to inform passengers of any schedule change, flight
cancellation or other exceptional circumstance informed by ANA.
18. Others
ANA reserves the right to expand the above Booking Policy at any time with or without advance
notice.
End of document
Attachment 2
Agency Debit Memo (ADM) / Agency Credit Memo (ACM) policy of All Nippon
Airways
Based on IATA Resolution 850m, we may issue Agency Debit Memo or invoices as
following cases.
1) ANA collects an administrative fee* for the issuance of ADM.
2) When penalty charge is clearly mentioned, we issue ADMs based on the amount.
3) We may change ADM policy without any advanced announcement.
*Please refer to the each country’s BSPlink for the amount of ADM administrative fee.
1. Fare violations
a) Incorrect fare application and combinability
b) Incorrect fare value, net amount and tour code
c) Incorrect minimum/maximum stay, advanced purchase rules
d) Incorrect seasonality, flight applications
e) Incorrect codeshare flights applications
f) Incorrect stopovers, transfers and surcharges
g) Incorrect booking class on NH and other airlines
h) Incorrect Fare Basis
i) Open or waitlisted sectors (where reservation is required)
2. Commission violations
a) Incorrect application
b) Incorrect percentage or amount
3. Taxes/Fees/Charges and Surcharges violations
a) Incorrect collection of Taxes/Fees/Charges and Surcharges
b) Missing Taxes/Fees/Charges and Surcharges
c) Wrongly altered Taxes/Fees/Charges and Surcharges
d) Already used Taxes/Fees/Charges and Surcharges refunded by mistake
4. Refund violations
a) Incorrect calculation of refund amount, Taxes/Fees/Charges and Surcharges
b) Incorrect application of cancellation penalty, refund charge
c) Incorrect calculation of refunded commission amount
d) Incorrect form of payment on refunds
e) Refund after document period expired
5. Exchange violations
a) Missing or incorrect rebooking fee
6. Mishandling of Schedule changes
a) Incorrect ticket exchanges
b) Rebooking fee in each schedule changes
7. Incorrect Waiver Authorization Code(WAC)
a) Missing input of Waiver Authorization Code(WAC)
b) Incorrect application (ticket) of refund charge
c) Incorrect application(flight) of refund charge
d) Improper use of Waiver Authorization Code(WAC) and false report
8. Improper use of credit card
9. Violation of booking policies and penalty charges*
*Please refer to the each country’s BSPlink for the amount of Penalty charges.
Items
Contents
a) Secure Flight
Passenger Data (SFPD)
Penalty will be imposed if you failed to register SFPD
which is obligated to input by Transportation
Security Administration (TSA).
Penalty will be imposed if you make fictitious
bookings.
Penalty will be imposed if you intentionally break
Married Segment Control Policy.
Penalty will be imposed if you make duplicate
bookings for the same passenger and we make a
rational decision that they have an impact on our
inventory.
Penalty will be imposed if you failed to remove
un-ticketed segments with a status code of HX, UN,
UC and NO from the GDS/CRS PNR at least 24 hours
prior to flight departure.
Penalty will be imposed if you engage in churning to
circumvent or extend the ticketing time limit set forth
in the fare rules or flight firming policies.
Penalty will be imposed if you do not issue the tickets
according to the applicable ticket time limit set forth
in the fare rules or flight firming policies.
Penalty will be imposed if you manually insert a
fictitious or previously used ticket number that does
not match with passenger and/or existing itinerary in
the PNR.
Penalty will be imposed if you issue the tickets using
passive segments with exception of group ticketing.
Penalty will be imposed if you make scattered
bookings and reserving 10 or more passengers on the
same flight.
b) Fictitious Bookings
c) Married Segment
Control
d) Duplicate Bookings
e) Inactive Segment
f)
Churning
g) Time Limit Cancel
h) Fictitious Ticketing
i)
Passive Segments
j)
Group Bookings
Penalty Charge*
per passenger
per passenger,
per segment
per passenger,
per segment
per passenger,
per segment
per passenger,
per segment
per passenger,
per segment
per passenger
per passenger
per passenger
per passenger
10. Others for specific markets (Country code) means applied market/area
*Within JP market, ADM administrative fee is not applicable for 10-a) and b).
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
Special cancellation penalty, refund charge for group PNR (JP)*
No-show charge for group PNR (JP&ID)*
Deposit for group PNR (JP, SG & HK)
Settlement of reservation deposit (HK)
205 issuance without NH sector (US, PH)
Dishonored Draft Ticket (US)
Unreported Sales (US)
Incorrect or missing Ticket Designator (US)
Missing Restrictions in Endorsement Box (US)
Commission application for Discount tickets including local market fares (US, SG, HK,
TH, TW& ID)
k) Refund including waiver code needs to process by BSP (UK)
l) Need to input conjunction ticket number when collecting penalties by VMPD and
m)
n)
o)
p)
EMDs (UK)
“Tax Deduction at Source” collection on commission from agent (IN)
Incorrect Handling Procedure regarding exchange violations (PH)
Incorrect Form of Payment (PH)
Cancellation charge for group (PH)
Agency Credit Memos (ACMs) are applied as following cases.
1.
2.
3.
4.
5.
Adjustment of cancellation penalty, refund charge
Adjustment of ADM
Adjustment of Refunded ticket, Fare / Tax (JP, KR& SG)
Adjustment of deposit for group PNR (HK)
Adjustment of incorrect commission (KR& IN)
Disputes
(ARC)
1) All initial ADM objections must be submitted to ANA within 30 calendar days from the
ADM issue date, time being of the essence.
2) ANA will not accept any original objection to an ADM after 30 calendar days from the
ADM issue date.
3) In the event an Agency’s objection is denied, Agency shall have the opportunity to appeal
said denial in writing setting forth reasons therefore and submitted to ANA within 10 days
of Agency’s receipt of said denial, time being of the essence.
4) In the event the denial of Agency’s objection is affirmed, Agency shall have the further
right to a second appeal of said denial, said appeal to be in writing setting forth Agency’s
reasons therefore and submitted within ten 10 days of Agency’s receipt of said second
denial, time being of the essence.
5) In the event of a second denial of Agency’s objection, no further appeal is permitted.
(BSP)
6) Dispute period for agents is 15 calendar days from the date of issue.
7) In case of disagreement, the agent is obliged to contact the issuing airline within the
dispute period through BSPlink.
8) Disputed ADM is not reported to BSP for processing until airline settle within 60 days of
receipt.
If you have any further inquiries, please contact as follows;
TC1: ANA Travel Agency Desk
Tel:+1-800-262-2250 (US, Canada and Mexico) Office Hour: Mon.-Fri./6:00-17:30 (Los
Angeles)
or ANA Customer Service Contact Center Tel:+1-310-782-3011
Office Hour: Mon.-Fri./5:30-18:00, Sat.Sun.Holidays/5:30-14:00 (Los Angeles)
TC2 & TC3: Please refer to each country’s BSPlink.
China: Tel:+86-10-8559-9234 Email: cpn.anachina@ana.co.jp
Office Hour: Mon.-Fri./9:00-17:30, Sat.Sun.Holidays/Closed
We thank you for taking your time to review our ADM/ACM policy and your continued
support of ANA.
10th December, 2014
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