Travel Agent's Handbook 800, 812 and 818g 2018 edition PDF
Preview Travel Agent's Handbook 800, 812 and 818g 2018 edition
Travel Agent’s Handbook Resolution 800, 812 & 818g Edition Effective 1 June 2018 n Is CIFICCEAN Christmas Is French Polynesia Henderso Pitcairn Is PAO Fanning Is Fiji Is aledonia Is New Zealand ati w C Marcus Is Wake Is Marshall Is siaKirib Ne ne A S NorthernMariana Is Micro STRALI 3 NS SLAND U O I A R C I I V F N CI A E A ASI Cocos Is DIANEAN A AND AND, P C C L N I A IO AMER RICA W ZE S F AREA ARCTICOCEAN UROPE MENAMENA A Madagascar Prince Edward Is 2 TRAL, SOUTH DDLE EAST, A USTRALIA, NE ATA Jan Mayen Is eland Faroe Is E AFRIC Ascension Is St. Helena Is RTH, CEN ROPE, MI R EAST, A I GREENLAND Ic Azores Is muda IsCanary Is ATLANTICOCEAN UTHRICA South Georgia Antarctica AREA 1 • NO AREA 2 • EU AREA 3 • FA er OE B M S A 1 NORTHMERICA Galapagos Is Easter Is A C N I FA IE utian Is ACOC an Is e Is Ale P waii enc Ha wr a L St. Travel Agent’s Handbook Resolution 800, 812 & 818g Edition Effective 1 June 2018 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 regula- tions. 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. © International Air Transport Association. All Rights Reserved. No part of this publication may be re- produced, recast, reformatted or transmitted in any form by any means, electronic or mechanical, including photocopying, recording or any informa- tion storage and retrieval system, for any commer- cial purpose, without the prior written permission from the International Air Transport Association. For clarity, this publication may be reproduced, down- loaded and used internally for the purpose of ex- ecuting obligations associated with the publication. Travel Agent’s Handbook Resolution 800, 812 & 818g Edition, 2018 ISBN 978-92-9229-647-6 © 2018 International Air Transport Association. All rights reserved. Montreal—Geneva FOREWORD “FROM THE AGENCY ADMINISTRATOR” Welcome to the 2018 edition of the 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 Accredited Agent. Starting from 2018, the Travel Agent's Handbook for Resolutions 800, 812 and 818g will be consolidated in onebook.Youwill beabletoidentifythespecificResolutionbythecolouronthecoverpage,where: • Resolution800(including832)isgreen • Resolution812isblue • Resolution818g isred Section 1 of this Handbook contains useful information. Further General Information can be found on the dedicatedAgenthomewebsite(seebelowfordetails). 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,totheadvantagebothoftheiremployerand themselves. 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 theamendmentsmadein2017,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 EFFECTIVE1JUNE2018 Travel Agent's Handbook SALIENT ASPECTS OF NEW OR AMENDED RESOLUTIONS General Various amendments to resolutions to align references to “Notice of Irregularity” and the number of instances associatedwithit. Resolution 800–Passenger Sales Agency Rules Section 5: Amendments relating to the concept of General Concurrence being replaced by the Agent Appointment. Section14:NewAgencyfees. Attachment ‘A’–Notice of Change AddingprovisionsofAgentconsenttosharingofpersonalinformation. Resolution 800a–Application Form for Accreditation as an IATA Passenger Sales Agent AddingprovisionsofAgentconsenttosharingofpersonalinformation. Resolution 812–Passenger Sales Agency Rules–NEW AnewresolutionformalizingtheSalesAgencyRulesunderNewGenISS. Resolution 812a–Alternative Transfer Method Providers & Alternative Transfer Methods’ Rules–NEW A newresolutionformalizingtheuseof AlternativeTransfer Methods. Resolution 818g–Passenger Sales Agency Rules Paragraph 1.11: Clarifying that an ADM issued for a chargeback cannot be disputed using the Post Billing Disputemechanism. Paragraph 2.1.18: Amendment in the non-compliance action to be taken when an Agent is unable to prove theyarePCIDSScompliant. Section 3: Amendments relating to the concept of General Concurrence being replaced by the Agent Appointment. Section14:NewAgencyfees. Attachment ‘A’–Reporting & Remitting Paragraph 1.10.5: Adding the paragraph about Travel Agency Commissioner review that was accidentally removedpreviously. Paragraph 1.11: Adding exceptions to the global post billing dispute process for Argentina and Russian Federation(duetolocal law). Paragraph1.1:Replacementofwording “credit limit” with“cashrisklimit”. Paragraph 1.10.3: Adding provisions that IATA will report Agent Defaults to credit reporting agencies and AirlinesReportingCorporation(ARC). Attachment ‘B’–Notice of Change AddingprovisionsofAgentconsenttosharingofpersonalinformation. ii EFFECTIVE1JUNE2018 Foreword Attachment ‘C’–Section 1.6 Settlement–The Remittance Date ModifiedexceptionforIndia. Resolution 820e–Review by the Travel Agent Commissioner Paragraph 1.3.2: Supporting the changes to Resolution 890 by including “without a Member's individual consent”. Resolution 832–Reporting & Remitting Procedures Paragraphs 1.10.3 & 2.6.2: Adding provisions that IATA will report Agent Defaults to credit reporting agenciesandAirlinesReportingCorporation(ARC). Resolution 846–NewGen ISS Transition AddingreferencestoAlternativeTransferMethods. Resolution 848–IATA EasyPay Addingaparagraphcovering“WaiverandIndemnity”. Resolution 850–Billing and Settlement Plans AddingreferencetoIATA EasyPay. Paragraph 1.c.(ii)(c) of Attachment ‘F’: Adding provision that a suspended BSP Airline must respond to any refundrequestfromAgentsinatimelymanner. Resolution 850m–Issue and Processing of Agency Debit Memos (ADMs) VariousamendmentsasagreedandsubmittedbytheADM WorkingGroup. Resolution 858–Blocked Funds–NEW Anewresolutionformalizing actionstobetakeninthe eventofBlocked Fundsin aBSP. Resolution 860a–Passenger Agency Programme Global Joint Council Adding that the Chair/Chief Executives from UFTAA, WTAAA and ECTAA have the possibility to attend PAPGJCmeetings,andtheirtravelexpenseswillbereimbursed. EstablishingaseparatefeeforPAPGJCagentrepresentatives’travelexpensestobepaidbyAgents. Resolution 866–Definitions of Terms used in Passenger Agency Programme Resolutions Modified definition of ‘BSP Manual For Agents’, ‘Appointed’, ‘Card Holder’, ‘Face-to-Face Transaction’, ‘Non-Face-to-FaceTransaction’ and‘Signature-on-FileTransaction’. Removeddefinitionfor‘GeneralConcurrence’. Newdefinitionsfor‘Closed-LoopNetwork’, ‘Customer Card’and ‘Open-LoopNetwork’. iii EFFECTIVE1JUNE2018 Travel Agent's Handbook Resolution 890–Customer Card Sales Rules Complete update of Resolution 890 and specifically the old clause 1.4 (new 3.4) to acknowledge that each Airline should be able to make its own commercial decision concerning the credit card and payment products itwouldacceptforticketssoldbyitsappointedAgents. Resolution 896–Alternative Transfer Method Providers & Alternative Transfer Methods [Transparency in Payments Transition] Anewresolutionformalizingtheuse of AlternativeTransferMethods. REFERENCE MARKS USED FOR RESOLUTIONS Thefollowingsymbolsplacedagainstanitemindicatechangesfromthepreviousedition: Symbol Meaning Additionofanewitem Changetoanitem Cancellationof anitem 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. iv EFFECTIVE1JUNE2018 Table of Contents TABLE OF CONTENTS Page Section1—Information AccreditationandAppointmentProcedure .............................................................................................. 1 ChangesWithinanAgencyRequiringPriorIATAApproval .................................................................... 2 Section2—Passenger AgencyConferenceResolutions—Thisispartofthecontractbetween TravelAgentsandIATA Members Resolution Number 010 InterpretationandHierarchyofRulespertainingtotheSalesAgencyProgramme ......... 4 800 PassengerSalesAgencyRules ....................................................................................... 5 800a ApplicationFormfor AccreditationasanIATAPassengerSalesAgent .......................... 32 800f Agents' Financial EvaluationCriteria ................................................................................ 36 800x EmergencyChangestoReportingandRemittance.......................................................... 39 800z ElectronicTicketing ........................................................................................................... 40 810z ExtensionofAgencyProgrammeinthePeople'sRepublicofChina................................ 41 812 PassengerSalesAgencyRules......................................................................................... 42 812a AlternativeTransferMethodProviders & AlternativeTransferMethods'Rules................. 104 814i AgencyProgrammeJoint Council—Israel......................................................................... 107 818g PassengerSalesAgencyRules ....................................................................................... 108 Section1—AgencyProgrammeJoint Council .................................................................. 110 Section2—QualificationsforAccreditation ....................................................................... 111 Section3—Procedures ..................................................................................................... 115 Section4—IssueofStandardTrafficDocuments.............................................................. 117 Section5—lntegrityofStandardTrafficDocuments–Custody,Protectionand Proper Issuance............................................................................................................................. 118 Section6—ReportingandRemitting ................................................................................ 119 Section7—(IntentionallyLeftBlank) ................................................................................. 120 Section8—ConsequencesofDefault ............................................................................... 120 Section9—ConditionsforPayment of Commission andOther Remuneration ................ 121 Section10—ChangeofOwnership, LegalStatus,Name or Location .............................. 121 Section11—ReviewsbytheTravelAgencyCommissioner ............................................. 126 Section12—Arbitration ..................................................................................................... 126 Section13—MeasuresAffectinganAgent'sStanding ..................................................... 127 Section14—AgencyFees ................................................................................................ 128 Section15—IndemnitiesandWaiver ................................................................................ 130 Attachment‘A’—Reportingand Remitting ........................................................................ 130 Attachment‘B’—NoticeofChange ................................................................................... 142 Attachment‘C’—Reporting& RemittanceExceptions ...................................................... 146 Attachment‘D’—ApplicationofAgencyFees ................................................................... 148 820d OfficeofTravel AgencyCommissioner ............................................................................ 149 820e ReviewsbytheTravelAgencyCommissioner ................................................................. 151 822 IATANumericCode .......................................................................................................... 155 824 PassengerSalesAgencyAgreement (VersionII) ............................................................ 156 824a ApplicationoftheTerm‘Commission’ .............................................................................. 161 824c BreachofContract LiabilityApplicabletoIATAAccreditedAgentsinthePeople's RepublicofChina............................................................................................................... 161 824d DepositReceiptstobeIssuedbyAgents ......................................................................... 162 Travel Agent's Handbook Resolution Page Number 824r RefundstoAgents ............................................................................................................ 162 828 RemittanceofAmountsCollectedasPartor FullSpecialAdvancePayment forSpecialFares ............................................................................................................... 163 830a ConsequencesofViolationofTicketingandReservationProcedures ............................. 163 830d ReservationsProceduresforAccreditedAgents .............................................................. 164 832 ReportingandRemittingProcedures ................................................................................ 165 Section1—ReportingandRemittingthroughthe BillingandSettlementPlan (BSP) ...... 167 Section2—ReportingandRemittingDirectlytoMembersin non-BSPCountries ........... 173 Section3—ConsequencesofDefault toBSPsand toMembers ...................................... 177 Attachment‘A’—FrequencyofAgentRemittances ........................................................... 179 838 ChangeofTrafficDocumentsbyAgents .......................................................................... 180 844 NewGenISSPilotTests ................................................................................................... 181 846 NewGenISSTransition .................................................................................................... 181 848 IATAEasyPay ................................................................................................................... 182 850 BillingandSettlementPlans ............................................................................................. 183 Attachment‘F’—Procedures forSuspensionofaBSPAirline ......................................... 187 850e IndustrySettlementSystems ............................................................................................ 189 850m IssueandProcessingofAgencyDebitMemos(ADMs) ................................................... 189 850p FinancialSecurities ........................................................................................................... 191 852 DesignationandSelectionof TicketingAirline .................................................................. 192 858 BlockedFunds................................................................................................................... 193 860a PassengerAgencyProgrammeGlobalJoint Council(PAPGJC) ..................................... 194 862 JointAgentandAirlineConsultativeMeetings ................................................................. 196 866 DefinitionsofTermsUsedinPassengerAgencyProgrammeResolutions...................... 197 868 PassengerAgencyConferenceSteeringGroupandtheAgencyAdministrator .............. 202 880 ReducedFaresforAccreditedPassengerSalesAgents ................................................. 204 880a IATATravel Agent Identity(ID) Card ................................................................................ 210 Attachment‘A’—RecognitionandAcceptanceoftheIATATravelAgentIDCard ........... 211 Attachment‘B’—CountriesWherethe IATATravelAgent IDCardisin Circulation ........ 212 Attachment‘C’—ApplicationForm .................................................................................... 215 884 ReducedFaresforDelegatesAttendingOfficialJointIndustryMeetings ........................ 216 886 Members' GroupVocationalTrainingTripsfor AccreditedPassengerSalesAgents ...... 217 886a ReducedFaresforPassengerAgents(IATA/UFTAAProfessionalExaminations) .......... 219 886p ReducedFareTransportationforPersonsOfficiallyTravellingtoTravelAgency CommissionerHearings .................................................................................................... 219 890 CustomerCardSalesRules ............................................................................................. 220 892 DisclosureofPositionsTakenat anIATAMeeting .......................................................... 223 896 AlternativeTransferMethodProviders & AlternativeTransferMethods[Transparencyin PaymentsTransition] ........................................................................................................ 224 Section3—LocalFinancialCriteriafortheAccreditationandRetentionofAgents—This ispart of thecontractbetweenTravelAgents andIATAMembers LocalFinancialCriteria............................................................................................................................. 229
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