Travel Agent's Handbook PDF
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Travel Agent’s Handbook Resolution 818g Edition Effective 1 June 2011 Travel Agent’s Handbook Resolution 818g Edition Effective 1 June 2011 International Air Transport Association Montreal — Geneva NOTICE DISCLAIMER. The information contained in this publication is subject to constant review in the light of changing government requirements and regulations. No subscriber or other reader should act on the basis of any such information without referring to applicable laws and regulations and/or without taking appropriate professional advice. Although every effort has been made to ensure accuracy, the International Air Transport Association shall not be held responsible for any loss or damage caused by errors, omissions, misprints or misinterpretation of the contents hereof. Furthermore, the International Air Transport Association expressly disclaims any and all liability to any person or entity, whether a purchaser of this publication or not, in respect of anything done or omitted, and the consequences of anything done or omitted, by any such person or entity in reliance on the contents of this publication. Travel Agent’s Handbook — Resolution 818g Edition Ref. No: 9734-04 ISBN 978-92-9233-503-8 © 2011 International Air Transport Association. All rights reserved. Montreal — Geneva FOREWORD “FROM THE AGENCY ADMINISTRATOR” Welcome to the 2011 edition of the Resolution 818g Travel Agent's Handbook, which contains the current text of Passenger Agency Conference Resolutions that apply to IATA Accredited Agents. This Handbook will normally be updated annually and is legally required to be provided to each Approved Location of an IATA Agent. The 818g set of Sales Agency Rules was adopted at the June 2007 Passenger Agency Conference to address changing regulatory requirements in certain markets where the Passenger Agency Programme operateswithoutimmunity. Section 1 of this Handbook contains useful information specific to Resolution 818g countries. Further General InformationcanbefoundonthededicatedAgenthomewebsite(seebelowfor details). The Passenger Agency Conference Resolutions and locally established criteria, which together form part of the Passenger Sales Agency Agreement, can be found in Sections 2 and 3 respectively of this Handbook. The rules and criteria contained in Sections 2 and 3 are mandatory and must be adhered to by agents participatingintheProgrammeinthecountry/areagovernedbytheserules. The Manager of each Approved Location is recommended to draw this Handbook to the attention of staff involved in selling international air transportation and issuing tickets. There are items of information in the handbook which will strengthen travel agents' knowledge of their trade and make them more effective in their work,totheadvantagebothoftheiremployerandthemselves. The Agency Programme is constantly under review and is the subject of on-going dialogue between airlines and agents. As a result, adjustments and improvements are progressively introduced in order to keep the programme relevant to the industry's needs in the marketplace. The changes in this handbook incorporate all theamendmentsmadein2010,asummaryofwhichisprovidedinthe ‘SalientAspects’ sectionbelow. The Agenthome website (www.iata.org/agenthome) provides a wealth of information for IATA Accredited Agents. In addition to the individual Passenger Agency Conference resolutions, Agents will also be able to download copies of essential publications (Travel Agent's Handbook, BSP Manual for Agents) and other referencematerial. AgencyAdministrator (email: [email protected]) i EFFECTIVE1JUNE2011 Travel Agent's Handbook SALIENT ASPECTS OF NEW OR AMENDED RESOLUTIONS Resolution 800f – Agents' Financial Evaluation Criteria Variousamendmentstotheresolutiontoalignwiththerequirementtoconductannualfinancialreviews. Resolution 818a – Europe-Accredited Agent Section10– provisionsrelatingtoTechnicalDefaultsdeleted. Resolution 818g – Passenger Sales Agency Rules Area of application amended to include a number of new countries that have migrated from other versions of theSalesAgencyRules. Various amendments deleting outdated references to CIPs and AVPs, and updating provisions relating to StandardTrafficDocuments,SecurityandStockControltoreflectthe100%electronicticketenvironment. Various amendments requiring agents to remit in the currency reported on the ticket and billed to the Agent. NewtextaddedintoSection7dealingwithconsequencesoffailingtoremitinbillingcurrency. AnumberofeditorialchangestoclarifyreviewsbytheTravelAgencyCommissioner. Section 1 – New text clarifying payments made after an Agent’s default pursuant to a bank guarantee, insurancebondorotherformofguarantee. Section14–Insertionofnewprovisiontoallowa10%penaltyfor thelatepayment ofannualfees. Attachment ‘A’, Section 1 – (1) Resolution amendments in respect of Overdue or Dishonoured Remittance to require the Agency Administrator to inform BSP Airlines immediately and simultaneously when sending either a demand for payment to the Agent or a Notice of Irregularity. (2) Irregularity provisions amended consequentonPAConf/32actiontoremovetechnicalirregularitiesfromtherules. Resolution 820e – Reviews by the Travel Agency Commissioner A number of editorial changes to clarify the jurisdiction of the Travel Agency Commissioner, the standard for a requestforinterlocutoryreliefandthestandardfor anawardoftherelief requested. Resolution 850m – Issue and Processing of Agency Debit Memos (ADMs) Section 1 – new provision stating that ADMs must be specific in their detail as to why a charge is being made. Section 3 – new text added to include refunds into the ADM procedure without being constrained by the currenttimelimit. Resolution 850p – Financial Securities Preamble– textamendedtodefineacceptableformsofsecurity. Resolution 852 – Designation and Selection of Ticketing Airline Section1–deletionofoutdatedreferencestomanualSTDs. Resolution 866 – Definitions of Terms Used in Passenger Agency Programme Resolutions Anumberofadditions,deletionsandamendmentstodefinitions. ii EFFECTIVE1JUNE2011 Foreword REFERENCE MARKS USED FOR RESOLUTIONS Thefollowingsymbolsplacedagainstanitemindicatechangesfromthepreviousedition: Symbol Meaning Additionofanewitem Changetoanitem Cancellationofanitem INTENTIONALLY OMITTED sometimes appears in place of a paragraph or subparagraph. This usually means that the provision in question has been deleted. Renumbering of subsequent provisions is thus avoided,therebyeasingtheproblemsofconsequentialcross-referencingamendmentsinotherResolutions. iii EFFECTIVE1JUNE2011 Travel Agent's Handbook TABLE OF CONTENTS Page Section 1—Information AccreditationandAppointmentProcedure .............................................................................................. 1 ChangesWithinanAgencyRequiringPrior IATAApproval .................................................................... 3 Section 2—PassengerAgencyConferenceResolutions —This ispartofthecontractbetween TravelAgentsandIATAMembers Resolution Number 800a ApplicationFormforAccreditationasanIATAPassengerSalesAgent .......................... 4 800f Agents'FinancialEvaluationCriteria ................................................................................ 8 800o On-lineTravelAgent ......................................................................................................... 10 800x EmergencyChangestoReportingandRemittance.......................................................... 11 800z ElectronicTicketing ........................................................................................................... 12 810z ExtensionofAgencyProgrammeinthePeople'sRepublicofChina................................ 12 818a Europe-AccreditedAgent................................................................................................... 13 818g PassengerSalesAgencyRules ....................................................................................... 20 Section1 —AgencyProgramme JointCouncil ................................................................ 21 Section2 —Qualificationsfor Accreditation ..................................................................... 23 Section3 —Procedures ................................................................................................... 25 Section4 —IssueofStandardTrafficDocuments............................................................ 27 Section5 —ApplicationofMinimum Securityfor PremisesandSystems........................ 28 Section6 —ReportingandRemitting .............................................................................. 29 Section7 —(IntentionallyLeft Blank) ............................................................................... 30 Section8 —ConsequencesofDefault ............................................................................. 30 Section9 —Conditionsfor PaymentofCommissionandOtherRemuneration .............. 31 Section10—ChangeofOwnership,LegalStatus,NameorLocation ............................ 31 Section11—ReviewsbytheTravelAgencyCommissioner ........................................... 36 Section12—Arbitration ................................................................................................... 36 Section13—MeasuresAffectinganAgent'sStanding ................................................... 37 Section14—AgencyFees .............................................................................................. 39 Section15—IndemnitiesandWaiver .............................................................................. 40 Attachment‘A’—ReportingandRemitting ...................................................................... 40 Attachment‘B’—NoticeofChange ................................................................................. 50 Attachment‘C’—Reporting& RemittanceExceptions .................................................... 51 820d OfficeofTravelAgencyCommissioner ............................................................................ 52 820e ReviewsbytheTravelAgencyCommissioner ................................................................. 54 822 IATANumericCode .......................................................................................................... 58 824 PassengerSalesAgencyAgreement(VersionII) ............................................................ 60 824a ApplicationoftheTerm‘Commission’ .............................................................................. 65 824c BreachofContractLiabilityApplicabletoIATAAccreditedAgentsinthePeople's RepublicofChina............................................................................................................... 65 824d DepositReceiptstobeIssuedbyAgents ......................................................................... 66 824r RefundstoAgents ............................................................................................................ 66 824s AdherencetoMinimum SecurityStandards —ApplicableIndemnityProvisions ............. 67 Table of Contents Resolution Page Number 828 RemittanceofAmountsCollectedasPartorFullSpecialAdvancePayment forSpecialFares ............................................................................................................... 67 830a ConsequencesofViolationofTicketingandReservationProcedures ............................. 68 830d ReservationsProceduresfor AutomatedAccreditedAgents ............................................ 69 838 ChangeofTrafficDocumentsbyAgents .......................................................................... 69 842 NetworkAgent .................................................................................................................. 70 850 Attachment‘A’—AirlineDirect WebSalesTicketIssuancefor Agents .......................... 76 850e IndustrySettlementSystems ............................................................................................ 77 850m IssueandProcessingofAgencyDebitMemos(ADMs) ................................................... 77 850p FinancialSecurities ........................................................................................................... 79 852 DesignationandSelectionofTicketingAirline .................................................................. 80 860a PassengerAgencyProgramme GlobalJointCouncil(PAPGJC) ..................................... 80 862 JointAgentandAirlineConsultativeMeetings ................................................................. 82 866 DefinitionsofTermsUsedinPassengerAgencyProgramme Resolutions...................... 82 878 GeneralConcurrence ........................................................................................................ 87 880 ReducedFaresforAccreditedPassengerSalesAgents ................................................. 89 880a IATATravelAgentIdentity(ID)Card ................................................................................ 95 Attachment‘A’—RecognitionandAcceptanceoftheIATATravelAgent IDCard ......... 96 Attachment‘B’—CountriesWheretheIATATravelAgentIDCardisinCirculation ...... 97 Attachment‘C’—ApplicationForm .................................................................................. 100 884 ReducedFaresforDelegatesAttendingOfficialJointIndustryMeetings ........................ 101 886 Members'GroupVocationalTrainingTripsfor AccreditedPassengerSalesAgents ...... 102 886a ReducedFaresforPassengerAgents(IATA/UFTAAProfessionalExaminations) .......... 104 886p ReducedFareTransportationfor PersonsOfficiallyTravellingtoTravelAgency CommissionerHearings .................................................................................................... 104 890 CardSalesRules .............................................................................................................. 105 892 DisclosureofPositionsTaken atanIATAMeeting .......................................................... 107 898a ElectronicReservationServicesProviders ....................................................................... 108 Section 3—LocalCriteriafortheAccreditationandRetentionofAgents —Thisispartofthe contractbetweenTravelAgentsandIATAMembers LocalCriteria............................................................................................................................................. 109 Travel Agent's Handbook
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