Travel Agent's Handbook 800, 812 and 818g 2018 edition

513 Pages·2017·3.92 MB·English

Travel Agent’s Handbook
Resolution 800, 812 & 818g Edition
Effective 1 June 2018
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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])
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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.
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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’.
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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.
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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