Dear partners,

We want to remind you that EL accepts refund request only through BSP link with refund application.No other refund channel is permitted, unless prior EL’s approval.

Ellinair would like to bring to your attention important information in order to avoid any possible ADM charges:

1) YQ surcharge is non - refundable for all booking classes except  M* and  Y*.
 *In case of combined fares only M and Y coupons will be refunded.

2) Cancellation of ticket (Void)
a) is not permitted for  E, P, U, T, S, W booking classes.
b) is not permitted for same day issuance in case of non-show.
c) is not permitted in all booking classes within two hours or less prior departure. 

3) Repetitive pnrs creation  (same passenger / flight / date).
a) Pnr churnings (cancellations/rebookings) are limited up to two times.
b) Double or multiple bookings for the same passenger(dupe pnrs) are not permitted.
c) Test bookings and pnr creations for pricing only are not permitted.

4) Unproductive or inactive segments should be checked and deleted.

 More information about our ADM policy can be retrieved from our website
www.ellinair.com on main page under subpage Travel information/Travel agents.

Agency Debit Memo (ADM) Policy

Any violation of the above mentioned rules result in ADM issuance.
There is 10 Euro administrative fee for each ADM document processing.

With compliments
Ellinair Commercial department

Agency Debit Memo (ADM) Политика

AGENCY DEBIT MEMOS (ADM) ΠΟΛΙΤΙΚΗ

Effective 1 August 2017

Introduction

Ellinair  (EL)Agency Debit Memo (ADM) Policy is intended to make clear to BSP accredited travel agents (Agent) the circumstances under which ADMs will be issued and the frame in which the EL applies.

An ADM will be issued to notify the Agent that, unless evidence exists to the contrary, the Agent owes the Airline the amount shown on the ADM for the reasons indicated below.

EL ADM applies to all GDS users: accredited travel service suppliers.

ADMs will be processed through BSP within  twelve months of the final travel date or, when the final travel date cannot be established the expiry date of the travel document or in the case of Refunds within  twelve months of the BSP remittance date. For interline tickets where EL operates at least in one leg,ADM can be issued during 12 months of the final travel date. Passive bookings are not allowed at any interline bookings, except for prior approval from EL.

• 1. EL policy

1.1. EL will issue an ADM to collect amounts or make adjustments to agent transactions related to the issuance and use of EL traffic documents, issued by, or at the request of the Agent, regardless of which airlines are included in the itinerary of the EL traffic document. An ADM may also be used to collect amounts where a traffic document has not been issued, if agreed with the Agent, for example, deposits for group sales.

1.2.An ADM will represent a single charge or multiple charges if the reason for the charge is the same. Different  ADM type-charges will not be included in the same ADM.

1.3.EL will include details and, where appropriate, supporting documentation to make clear the reason why a charge is being made in an ADM.

1.4.EL  will provide the Agent with the contact details of  EL, which the Agent can contact to discuss the ADM or the contact details of a  representative.

• 2. Refunds

2.1. To adjust refunds, an ADM will only be issued within  twelve months of the BSP remittance date on which the document was settled. For any charge due beyond this period, EL will agree with the Agent bilaterally for the ADM charge.

• 3. Disputes

3.1. EL complies with local BSP procedures in providing Agents with a minimum period of time to review any ADM and dispute it.

3.2. If an Agent disputes an ADM through BSP Link, EL will investigate and contact the Agent.

3.3. If an Agent disputes an ADM before billing:

A. Agent should  send an e-mail.
B. EL will investigate provided evidence and communicate decision to the Agent within 30 days after dispute receiving. Any dispute should be addressed with no more than three ADMs. Any additional ADM may have additional charge from EL side.

• 4. Agency Best Practices

The Agent should:

4.1. Not dispute an ADM where the reason is valid and evidence to the contrary is not available. EL has the right to contact the GDS for further investigation and confirmation.

4.2. Raise all disputes within the BSP dispute period in accordance with Resolution 850m. The travel agent should dispute the amount within 15 working days from the date of issuance. EL suggests the ADM submission to be included in the same billing period. In case the Agent has monthly remittance with IATA, the ADM could be included in the next calendar month.

4.3. Ensure that when an ADM is disputed the claims are detailed and well justified.

4.4. Ensure that the contact details (phone numbers, fax numbers and email addresses) for the Agent are up to date in BSP Link.

ADM Category	ADM Subject	Amount, EUR (equivalent in local currency)
1. Administrative fee	An Administrative fee for processing one ADM document. If ADM is canceled by EL for commercial reasons, Administrative fee will be paid in any case by the Agent.	10 EUR
2. Minimum ADM amount	Minimum amount of one ADM document of any type, excluding administrative fee.	10 EUR
3.  Terms of fares use	In case of issuance and (or) re-issuance of a Ticket: Improper use of fare with fare rules violation: period of validity, season, number for permitted stopovers, rules of fares combination and so on.	The difference between the fare that corresponds to the terms of routing and the applied fare.
4.  Booking classes	In case of issuance and (or) re-issuance of a Ticket: Improper use of the fare with booking class violation.	The difference between the highest published fare in the relevant service class and the applied fare. In case of improper and multiple re-issued tickets, 2 EUR charge would be applied per re-issued ticket number.
5. Airport taxes	Improper use of airport taxes and other fees.	The difference between the amount of taxes/fees that meet the criteria of carriage and the taxes/fees amount that was applied.
6.  Same day cancellation policy  (VOID ticketing)	EL accepts same day cancellation ticket only to specific booking classes (refer to https://ru.ellinair.com/article/fare_rules). Any violation of this rule, results in ADM issuance the next calendar month. Void is not permitted for same day issuance in case of non show. Void is not permitted in all booking classes within 2 hours (or less) prior departure	Charge equals the whole fare.
7.  Ticket refund	EL accepts refund request only through BSP link refund application. No other refund channel is permitted, unless prior EL’s approval In the case of refund for unused or partially used tickets: Calculated amount of the refund does not correspond to the rules of the applied fare rules.	Refund Administrative fees apply. The difference between the amount of the refund in accordance with the rules of the applicable fare and applied calculation of the refund. All fields of Refund Application should be completed by the travel agent. Otherwise, Administrative fee would be applied.
8.  Re-issuance	Re-issuance of the Ticket without applying the correct change fees, wrong fare calculation of the new fare.	Amount of the penalty in accordance with the fare rules, recalculation to a higher fare.
9.  Discounts	Improper use of a special fare (fare with discounts, including age, corporate, confidential, sea, tour operator discounts, etc.), as follows: Any lack of  approval of the applied discount on the ticket; Specifying the incorrect amount of discounts (TP, KK and others) or absence of appropriate discount suffix in the fare basis; Absence of an appropriate information in the name field of the ticket (INF, CH, ZZ, CD, DOB), number of diplomatic card (DD) in the Endorsement field or lack of any other discount information in the endorsement field or other fields that can be required by EL rules; Applying of unreasonable discount.	The difference between the applied fare and corresponding published fare in same booking class. If the applied fare doesn't correspond to the published fare directly, upgrade should be made till the next higher published fare in the appropriate service class or according to the airline's class hierarchy.
10. Commission	Mistaken commission recalculation from the Agent could be requested only on the monthly production.	The difference between the amount of commission applied and the amount of commission that meets current Agency Agreement or the Annexes to the Agreement. Administrative fee is applied.
11.  Multiple / ficticious bookings	Double or multiple bookings for the same passenger who logically can not take a trip on the booked route. PNR churnings are limited up to two times.  Check daily your queues and ascertain that all the PNRs do not contain segments that you don't need. All the segments with the status code HX / UC / UN / US / NO should be deleted from the PNR always by using the right cancellation codes which are the following: - ‘ΧΚ’ for SABRE, Galileo and Worldspan - ‘DL’ or ‘ERK’ for Amadeus	10 EUR per passenger/segment if the booking/fictitious is in the same PNR. 20 EUR per passenger/segment if the multiple/fictitious booking is in different PNR
12.  Test bookings	Creating test booking in favour of fictitious names for fare calculation, services verification with the purpose of education and so on. The test bookings could be done only after EL’s approval for flights not earlier than 24hous prior departure and must be cancelled the same day.	20 EUR per passenger/segment if the test booking would not be cancelled at least 24 hours prior departure and not after EL’s approval
13. Unproductive segments	In case of any changes in the status of the booking segments (including schedule changes) by the carrier (less than 24 hours before departure), cancellation of the booking segments with codes HX, UN, UC, NO, SC, TK, US, PN, WK was not made by the Agent. In case of the ticket cancelation/refund PNR was not canceled. Check daily your queues and ascertain that all the PNRs do not contain segments that you don't need. All the segments with the status code HX / UC / UN / US / NO should be deleted from the PNR always by using the right cancellation codes which are the following: - ‘ΧΚ’ for SABRE, Galileo and Worldspan - ‘DL’ or ‘ERK’ for Amadeus	10 EUR per passenger/segment
14. Inactive segments	The use of passive segments or segments with any status except HK for Ticket issuance in the case of absence of seats in GDS.	50 EUR per passenger/per segment
15.  Cancelled bookings	EL fully understands the cases were bookings could be cancelled. However, the percentage of cancellations over the total number of bookings, should not exceed the below thresholds: For bookings more than 200 per calendar month: maximum cancellation percentage allowance is 45%. In case of multiple violation of this rule, within a calendar year, EL has the right to increase the ADM charge without prior notice to the Agent.	0.5 EUR per exceeding cancelation. (ADM issuance the next calendar month)
16.  Contacts	PNR doesn't contain direct passenger contact information or contact information of authorized person available 24/7 for carrier flight irregularity direct communication. Sufficient contact information is a mobile telephone number and e-mail. EL sends notifications to the PNR’s issued by Travel Agents and travel agents should respond as soon as possible and inform the passenger.	The charge equals the total refunded amount to the passenger.
17. APIS / DOCS	PNR doesn't contain mandatory information about API (Advanced Passengers Information) for required destinations or has invalid, mistaken API in SSR field. EL strongly recommends to request valid travel documents from the passengers during the booking procedure.	200 EUR per passenger/per segment for invalid, mistaken API information.

GLOBAL DISTRIBUTION SYSTEM (GDS) ΠΟΛΙΤΙΚΗ

• Сбор за неявку пассажира к вылету (no-show fee)

При неявке пассажиров на рейсы Ellinair влечет за собой дополнительные эксплуатационные расходы для нашей компании из-за создания свободных мест на рейсах. С 20/06/2016 года применяется следующая политика выставления счетов:

 

- Неявка по категориям Y, M:
Возврат денежных средств возможен до вылета рейса. В случае неявки пассажиров в аэропорт, взимается плата в 50,00 евро (или эквивалентная сумма в долларах США). 
- Неявка по остальным категориям:
ΣВ случае неявки пассажиров в аэропорт, взимается плата в 40,00 евро (или эквивалентная сумма в долларах США).

• Процедура аннулирования билетов (void) 

Процедура аннулирования билетов возможна только в тот же день и только по тем тарифам, условия которых это позволяют. Для остальных тарифов, где эта опция недоступна, применяется процедура оплаты через BSP в форме ADMs по соответствующему тарифу. 

• Верное управление систем бронирования

Подчеркиваем необходимость правильного управления бронирования и предоставляем вам список с руководствами для верного управления систем бронирования 

1. QUEUES: Каждый день чистите ваши Queues и убеждайтесь, что все PNRs не содержат сегменты, которые вам не нужны
   Все сегменты со статусом HX / UC / UN / US / NO необходимо удалять из PNR, всегда используя верные коды аннулирования, а именно: 
   - 'XK' для SABRE, Galileo и Worldspan 
   - 'DL' или 'ERK' для Amadeus
2. Segments not in use: освобождайте позиции, которые вы не используете. Отмена и снятие сегментов должны производиться как можно скорее и не позднее, чем за один день до даты вылета.
3. Booking Classes: всегда используйте верный класс бронирования, соответствующий тарифу. 
4. Separate PNRs:не создавайте отдельные PNRs по одному пассажиру на одном и том же рейсе. Используйте один и тот же PNR для исходящего и входящего бронирования. Сохраняйте единство маршрута в одном и том же PNR. 
5. PNRs with several routings: PNRs должны содержать только бронирования, связанные с парой пунктов назначения того же рейса и билета. Не создавайте в рамках одного PNR бронирования с различными, но альтернативными маршрутами, связанными с отдельным возвращением и другими билетами.
6. Cancellation & Re-booking (churning PNRs): не допускаются множественные аннулирования и повторные бронирования по одному и тому же пассажиру. 
7. Ticket Time Limit: соблюдайте рамки и правила, которыми руководствуется категория каждого тарифа.
8. Informative PNRs: не создавайте PNRs для целей информирования относительно маршрутов или цен. Вы можете получать соответствующую информацию без завершения бронирования, нажимая на «End Transaction» в PNR.
9. Passive Bookings: бронирование с пассивными статусами (коды AK AL PK PL MK GK GL BK BL и т.д.) допустимы только в целях выдачи билетов, когда у вас нет доступа к начальному бронированию. Убедитесь, что новое пассивное бронирование полностью соответствует в следующих данных начальному: ФИО пассажира, класс бронирования, номер рейса, дата, статус бронирования.
10. Booking Classes & Ticketing: не создавайте бронирования по одному классу бронирования с выдачей билета с другим классом бронирования. 
11. Multi GDS Users: если вы являетесь подписчиком на более чем один GDS, используйте один и тот же GDS для бронирования и выдачи билетов.
12. Waitlist Bookings: уделяйте особое внимание создаваемым листам ожидания, аннулируйте те сегменты, которые невозможно подтвердить.
13. Double Bookings: не создавайте двойное бронирование по любой причине по одному и тому же пассажиру.

Тариф для моряков (SEAMEN FARES)

Авиакомпания Ellinair с 04.01.2017 года предлагает специальные тарифы для моряков по следующим маршрутам SKG-MOW (все аэропорты) и обратно, SKG-KBP и обратно, SKG-MRV и обратно. Системы бронирования обновлены, и предпосылкой для выдачи является введение OSI element при бронировании. А также, необходимо предоставить при проверке билетов удостоверение личности моряка.

Для упрощения вашей работы, мы предоставляем вам способ регистрации OSI element в системе:
- 3OSI EL PSGR IS SEAMAN (Worldspan/Travelport)
- SI.EL*SEAMAN (Galileo/Travelport)
- OSELSEAMAN (Amadeus)
- 3OSI EL SEAMAN (Sabre)

Следует сводная таблица правил конкретных тарифов:

	Winter Season	Summer Season
Booking class	X	V	W	S
Fare Basis	XSEAOW	VSEAOW	WSEAOW	SSEAOW
Bag Allowance	40 KGS
RT Fare	2 x One Way
OSI element	Mandatory OSI  to EL  << SEAMAN>>
Changes	FREE OF CHARGE IN THE SAME RBD