1. Purpose
The purpose of this policy is to highlight and underline the most important rules and guidelines for travel agencies, related to bookings through Global Distribution Systems and/or related to ticketing, as set by IATA through IATA Resolutions and the IATA Travel Agent’s Handbook.
Additionally, this policy is the official communication to all travel agencies along with its applicable rules and policies being communicated according to IATA Resolution 824, 3.2 and where its consequences of violation of ticketing and reservation procedures are being described according to IATA Resolution 830a, 1.
Ongoing booking and ticketing activities through any GDS shall mean acceptance, agreement and implementation of the present policy.
2. Validity
2.1 This policy is valid for bookings and ticketing including all carriers valid effective immediately and is replacing any other policy in place before.
2.2 The validity of this policy is until further notice and will updated from time to time depending to any new trade’s standards.
2.3 Changes/updates will be communicated anytime by CTS with an effectiveness of at least 14 calendar days.
3. Scope
3.1. Removal of HX/UN/UC/NO segments
3.1.1 Definition
Travel agencies must remove inactive segments with status HX/UN/UC/NO.
3.1.1. IATA rules and recommendations
IATA Travel Agent’s Handbook – General Information
“GUIDELINES ON CORRECT USAGE OF CRS RESERVATION SYSTEMS”
Cancel:
Ensure you remove from the PNR any inactive segments (UN, UC, HX, NO)
Queues:
Regularly work your queues and ensure that all status codes are actioned accordingly.
3.1.2. Airlines’ policy
Within 24h prior to scheduled departure time, airlines are being charged by some GDS providers for inactive segments even if such segments are being removed by the travel agencies ,so carriers charge back to the agents for any HX segment booked and not removed prior to 24hrs before scheduled departure time and which are booked through the respective GDS systems.
3.2 Churning
3.2.1 Definition
Canceling and booking of the same itinerary in the same or different class of service across one or more PNRs or GDS.
3.2.2 IATA rules and recommendations
IATA Travel Agent’s Handbook – General Information
“GUIDELINES ON CORRECT USAGE OF CRS RESERVATION SYSTEMS”
Live Bookings:
Do not make excessive reservations for the same passenger.
3.2.3 Carriers’ policy
Carriers consider as churning if for the same passenger, the same itinerary, in the same or different class of service, in the same or different PNR, in the same or different GDS, is booked and cancelled for more than 5 times. Some do not allow any churning.
3.3 Passive Bookings
3.3.1 Definition
A passive booking is an information segment booked in the GDS without blocking seats from the inventory of the airline.
3.3.2 IATA rules and recommendations
IATA Travel Agent’s Handbook – General Information
“GUIDELINES ON CORRECT USAGE OF CRS RESERVATION SYSTEMS”
Passive Bookings:
Should only be used in the following instances, if it is not possible to use the live PNR:
* When ticketing reservations made directly with the airline
* When ticketing on behalf of another agent
* When ticketing for groups
All Information must match.
Always use “claim PNR” where possible
3.3.3 Carriers’ policy
IATA travel agencies have to use the “bridging” functionality for ticketing of reservations done through Non-IATA agencies. .
Passive segments created through Sabre GDS need to be cancelled immediately after ticketing . If passive segments through SABRE remain in the GDS till the day of departure of the respective segments, or longer, carries will charge the respective IATA travel agency.
3.4 Multiple GDS(s)
3.4.1 Definition
One travel agency can use more than one GDS.
3.4.2 IATA rules and recommendation
IATA Travel Agent’s Handbook – General Information
“GUIDELINES ON CORRECT USAGE OF CRS RESERVATION SYSTEMS”
Multiple GDS(s):
If your agency uses more than one GDS, ensure you always book and drive your ticket from the same GDS
3.4.3 Carriers’ policy
Some carriers charge per passenger per segment in case the booking and ticketing was done within the same agency but not the same GDS.
3.5. Duplicate reservations for the same customer(s)
3.5.1 Definition
Create 2 or more reservations for the same customer for the same itinerary
3.5.2 IATA rules and recommendation
IATA Travel Agent’s Handbook – General Information
“CODE OF RESERVATION ETHICS”
The following rules apply at all times:
… Never deliberately make duplicate reservations for the same customer(s).
3.5.3 Carriers’ policy
Carries may cancel detected duplicate reservations. If the duplicate reservations were made within the same office, carriers may charge per passenger per segment cancelled..
3.6 Request and/or sell airlines space only at the specific request of a customer
3.6.1 Definition
Travel agencies are entitled to book airline space only at the specific request of a customer.
3.6.2 IATA Rules and recommendations
- IATA Travel Agent’s Handbook – General Information “CODE OF RESERVATION ETHICS” Responsibility to Travel Agents: Request and/or sell airlines space or other services only at the specific request of a customer
- IATA Resolultion 830d, 2: The Agent shall request or sell airline space of a passenger handling nature only when the Agent has a request to do so from a customer
3.6.3 Carriers’ policy
Carriers will cancel segments which are identified as not being requested by the passenger and for each such segment will charge per passenger, for the loss of potential revenue opportunities for unreasonably hold space.
Segments which are detected as bookings under wrong name (such as Mickey/Mouse or Clinton/Bill Mr) will also be cancelled and charged as above.
3.7 Not exhaustive
The scope of this policy is not exhaustive. May at any time extend and/or change the scope and will advise the travel agencies accordingly. Serious mis- and/or abuse of GDS and ticketing functionalities will always be dealt by carriers with immediately and outside this policy.
