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Sales Manager Russia Blue Panorama Airlines S.p.A. c/o Aviareps AG – General Sales Agent

 

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BLUE PANORAMA AIRLINES POLICY ON AGENT DEBIT MEMO (ADM)

ADM Policy

Background

Blue Panorama Airlines considers you as our key partners in business. We seek your support and cooperation to effectively implement our policy on Agent Debit Memos (ADMs). Therefore, Blue Panorama Airlines would like to

make its ADM policy transparent for all travel agents. You may already be well aware of the practices and fully compliant to the requirements but we wish to reiterate the points through a formal policy document. The purpose of this document is to make clear to agents all the circumstances under which ADMs will be raised.

Scope

This policy is applicable to Blue Panorama Airlines staff and agents selling BV inventory.

Distribution

Blue Panorama Airlines website: www.blue-panorama.com Travel Agents Worldwide

Legal Position

ADMs are a legitimate accounting tool being used by the Airlines to collect amounts or make adjustments to agent transactions related to the issuance and use of Traffic Documents. Alternative uses of ADMs may also exist: an ADM

could also be issued for debits that are not directly related to Traffic Documents, e.g. deposits or penalties for group sales, Global Distribution System (GDS) or booking misuse, (etc).

Blue Panorama Airlines will raise ADM on a Billing and Settlement Plan (BSP) stock holder or non BSP non stock holder participating agents on incorrect ticketing / reporting and other prohibited practices for bookings which are not made in compliance with Blue Panorama Airlines booking and ticketing practices, resulting in revenue leakage and loss of revenue opportunity. Where applicable, Blue Panorama Airlines have used specific references from the relevant International Air Transport Association (IATA) resolutions.

Travel agents obligations are described in IATA resolution 824, in which is stated that the agents should issue tickets in compliance with Carrier’s fares, fare rules, general conditions of carriage and written instructions of the carrier to the agent (e.g. memo, circular, manual, etc). Airlines have the right to audit and send ADMs for all transactions that are not made in compliance with required booking and ticketing practices. Blue Panorama Airlines reserves the right

to revise the amount and amend the ADMs issuance process. Unless the agent produces credible evidence, the agent owes the Airlines the amount shown on the ADM.

These ADMs will be handled as per IATA resolution 850M.

Scope of ADM Issuance / Policy

Following matrix defines different violations or non-compliance practices which will result in the issuance of ADM i.e. a debit will be raised to the booking / ticketing agent. These violations include but are not limited to the following:

Table 1 - ADM matrix

Issue	Scope of Audit	Outcome	Penalty
Booking Designator (RBD) violation	mismatch between ticketed and booked RBD	raised to Booking / Ticketing agent	between ticketed vs. booked RBD
violation	conditions on all purchased tickets (e.g. advance purchase, agency applicability, add-on fares, blackout period, booking class, under collection of fare, booking flight condition, routing, sale date validity, travel date validity / seasonality violation, stop over surcharge, upsell charge for class upgrade, over-claim of commission, combination condition, min / max stay conditions, under collection of taxes and fees, weekend surcharge, child / infant discounts and all other special discounts, date of birth check, expiry of fare, baggage allowance check, regardless if the ticket is auto or manually priced	raised to Booking / Ticketing agent	commission difference
violation	refund check.	raised to Booking / Ticketing agent	commission difference
violation		raised to Booking / Ticketing agent	commission difference
	comparison between RBD on both coupons, flight number / flight date mismatch, ticketed vs. flown routing, collection).	raised to Booking / Ticketing agent	between flown RBD to ticketed RBD
listing	segments	raised to Booking /	Misuse and Billing

agent
segments	segments with purpose other than issuance of tickets in certain conditions	raised to Booking / Ticketing agent	Misuse and Billing Handbook
segments		raised to Booking / Ticketing agent	Misuse and Billing Handbook
	includes: fictitious bookings, invalid day of operation, reject overrides, invalid flight number, invalid city pair, invalid booking class, invalid open segment, invalid waitlist class, and churned segments.	raised to Booking / Ticketing agent	Misuse and Billing Handbook
bookings	/ UN / NO / UC / US etc. otherwise known as non- productive segments.	raised to Booking / Ticketing agent	Misuse and Billing Handbook
Destination (O&D) violation	logic and other various practices used to manipulate the system to accept bookings made against the married segment logic.	raised to Booking / Ticketing agent	EUR 300 per passenger
	for large groups which expressly prohibited as against BV Group Policy and Procedures.	raised to Booking / Ticketing agent	300 per passenger
Connecting Time (MCT)		raised to Booking /	300 per

agent
		raised to Booking / Ticketing agent	300 per passenger
		raised to Booking / Ticketing agent	300 per passenger
		raised to Booking / Ticketing agent	100 per segment per passenger
bookings	anticipation of possible sale	raised to Booking / Ticketing agent	300 per passenger
	close to departure to make seats available in lower classes	raised to Booking / Ticketing agent	300 per passenger
		raised to Booking / Ticketing agent	100 per segment per passenger
	in order to secure space that is not then ticketed at the	raised to Booking /	first higher fare where mix class is

agent
ticketing	commences in a different country than is actually the case or containing flight segments not intended for use	raised to Booking / Ticketing agent	between fare purchased and the actual travel commences
ticketing / out of sequence used	issued at round trip fares or the combination of two or more round trip fares end to end on the same ticket, for the purpose of circumventing applicable tariff rules, such as advance purchase and minimum stay requirements.	raised to Booking / Ticketing agent	EUR 300 per direction per passenger
macros / scripts	functions within GDSs	raised to Booking / Ticketing agent	EUR 5 per hit
allowance	vs. the actual allowance approved for applicable fares / Point Of Sales (POS) / deal code, etc.	raised to Booking / Ticketing agent	EUR 300 per passenger

 

ADM Issuance Process

In compliance with IATA resolution 850M:

ADM will be raised on Blue Panorama Airlines traffic documents (004), issued by, or at the request of the agent, regardless of which airlines are included in the itinerary of the BV traffic document.

Blue Panorama Airlines mandates 100% e-ticketing issuance. Where a paper ticket is issued, Blue Panorama Airlines may impose a charge that will be collected by ADM.

To cover the cost of the audit process, Blue Panorama Airlines will levy for each ADM an administration fee of EUR 10 (or equivalent amount in local currency), identifiable by the MF code. This charge will be reversed only upon full

acceptance of the dispute for wrong ADM issuance by Blue Panorama Airlines. Blue Panorama Airlines reserves the right to revise administration fee with or without prior notification.

An ADM may also be used as a means to collect penalty charge for each seat falling below the agreed materialization rate for group sales.

Blue Panorama Airlines will endeavor to provide as much information as possible on an ADM to ensure it is specific

enough about the reason a charge has been raised.

ADMs will be issued for each specific transaction; however, more than one transaction can be included in one ADM if the reason for the charge is the same for the same agent.

If Blue Panorama Airlines raises an ADM for non-compliance with fare rules, the general principle applied is to raise the fare to the next applicable fare.

Blue Panorama Airlines will only issue more than one ADM in relation to the same original ticket, if different, unrelated charges apply. This does not apply when an ADM is cancelled and raised again for the same reason but for a different value.

Blue Panorama Airlines will raise ADM via BSPLINK as per applicable guidelines.

Blue Panorama Airlines complies with respective local BSP procedures in providing agents with a minimum period of notice in order to review ADM raised and dispute it.

To adjust refunds, an ADM will only be issued within nine months of the BSP remittance date on which the document was settled. For any charge due beyond this period, Blue Panorama Airlines will agree with the agent bilaterally the best settlement method.

ADMs / ACMs may be processed through the BSP, for a maximum period of 30 days following default action taken against an Agent in accordance with IATA Resolution 818g, attachment “A”, Section 1.0

For any ADM issued through BSP link, the date of issue is considered as the date of receipt by the agent. A daily monitoring of ADMs through BSP link is highly recommended to the agents.

For non BSP cases, the ADMs shall be circulated by respective Blue Panorama Airlines local office.

ADM Dispute

Blue Panorama Airlines shall endeavor to handle rejected or disputed ADMs in a timely manner in compliance with applicable IATA resolutions and regulations. Where an agent has disputed an ADM within the latency dispute period provided the dispute was sent to the address notified on the ADM in question, Blue Panorama Airlines will endeavor to handle rejected or disputed ADMs in a timely manner in compliance with applicable IATA resolutions

and regulations. The travel agent can dispute the ADM as per the “Latency period” applicable in respective BSP country / market practice.

Blue Panorama Airlines shall examine the reasons for the dispute and approve where it is proved that the charge was wrong / not due and / or evidence to the contrary is provided.

Blue Panorama Airlines expects travel agents not to dispute an ADM where the reason is valid and evidence to the contrary is not available and to raise all disputes as per applicable BSP guidelines. If the dispute is invalid or evidence to the contrary is not available, administration charge of EUR 10 per ADM will be applicable.

Booking / Ticketing Agents’ and Blue Panorama Airlines’ Responsibilities

This section is to clearly define the role and expectations from Booking / Ticketing Agents as well as Airlines.

Booking / Ticketing Agents Responsibility:

Proper issuance of tickets, in compliance with Tariffs, Rules, General conditions of carriage and instructions provided by the Carrier. Travel Agent’s obligations are described in IATA Resolution 824.

Inform passengers, where required, that the Airline reserves the right to make inspections concerning the use of Traffic Documents and to demand, if needed, the payment of the difference between the fare paid and the applicable one. In case of refusal, the Airline reserves the right to deny board the passenger.

Advise passengers that the Airline will honor every flight coupon only when correctly used, following the right sequence and from the point of origin as per fare calculation shown on the ticket. Any irregular use of ticket or flight coupons sequence will invalidate the entire Traffic Document.

Re-issue ticket if changes pertaining to flight / date / booking class are made after ticket issuance and whenever the payment of a charge or a difference is needed. Ticket to be reissued irrespective of Additional Collection (ADC) or no ADC.

Inform passengers that the Airline reserves the right to collect any difference in taxes implemented by the respective Government Authorities.

Check passenger’s eligibility for typological fares (e.g. Seaman, Resident and Government) or Tour Operator (TO) fares, before issuing a ticket and to inform the passenger that the proof of eligibility may be requested by the Airline

at any time. The Airline reserves the right to settle with the customer or alternatively an ADM shall be raised on the Travel Agent (e.g. in case of passengers holding tickets with special TO fares without being eligible to travel with such fares).

To train their staff in ADM procedures; their purpose and the dispute period that exists.

To ensure that when an ADM is disputed, the response is specific in detail and the relevant supporting information is sent to Blue Panorama Airlines to the address indicated on the ADM.

Not to dispute an ADM where the reason is valid and evidence to the contrary is not available. To raise all disputes as per BSP guidelines applicable.

Blue Panorama Airlines Responsibility:

Try to minimize irregularities in issuing / managing tickets through audits.

Provide as much information and detail about the reason a charge is being made in order to ensure its accuracy.

To avoid recurrence of irregularities, agree with the Agent concerned the most suitable corrective action if the volume and types of anomalies are deemed to be above average. Blue Panorama Airlines will attempt to address these issues bilaterally with the agent concerned.

Contact and Information Requests

All ADM disputes / requests for supporting / additional information should be addressed to the below mentioned email ID.

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The airline contact details provided in the ADM should not be used for any dispute communications.