Travel Agent's Handbook, Resolution 818g Edition

391 Pages·2017·4.91 MB·English

Travel Agent’s Handbook
Resolution 818g Edition
Effective 1 June 2017
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Travel Agent’s Handbook
Resolution 818g Edition
Effective 1 June 2017
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 818g Edition, 2017
ISBN 978-92-9229-448-9
© 2017 International Air Transport Association. All rights reserved.
Montreal—Geneva
FOREWORD
“FROM THE AGENCY ADMINISTRATOR”
Welcome to the 2017 edition of the Resolution 818g 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
Agent.
The 818g set of Sales Agency Rules was adopted at the June 2007 Passenger Agency Conference to
address changing regulatory requirements in certain markets where the Passenger Agency Programme
operateswithoutimmunity.
Section 1 of this Handbook contains useful information specific to Resolution 818g countries. Further General
InformationcanbefoundonthededicatedAgenthomewebsite(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,totheadvantagebothoftheir employerandthemselves.
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
theamendmentsmadein2016,asummaryofwhichisprovidedinthe ‘SalientAspects’ section below.
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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Travel Agent's Handbook
SALIENT ASPECTS OF NEW OR AMENDED RESOLUTIONS
General
Various amendments to resolutions to remove outdated terms and to replace references to specific functions
within IATA such as “Agency Services Manager” or “BSP Manager” with the more generic term “IATA”.
Resolution 818g–Passenger Sales Agency Rules
Paragraph 1.2: Description of outdated term ‘Agency Services Office’ replaced with new description for
‘ISS Management’.
Paragraph 2.1.18: new provision enabling IATA to ensure ‘Travel Agents’ compliance with PCI DSS.
Paragraph 2.2.1.3: a number of countries in Central America and Caribbean added to the list of countries
with a 40 day deadline for submitting a Financial Security; and removal of the provision to issue a double
irregularity when an Agent fails to submit a Financial Security by the deadline.
Attachment ‘A’–Reporting & Remitting
Paragraph 1.1.2: New text clarifying the actions to be taken by IATA regarding agents who fail to settle
directly with a suspended pursuant to Resolution 850 Attachment F.
Paragraphs 1.1.7–1.1.9: a number of changes to the provisions for China Only to reflect monitoring on
weekends and public holidays, and that provisions 1.1.5 through 1.1.8 in respect of China Risk Management
will be reviewed by Conference in 2018.
Paragraph 1.6.2.1 (f): included obligation for APJCs to evaluate the period between the Reporting Date and
the Remittance Date at least once per annum.
Section 1.10.5: new provisions detailing how disputes will be handled in order to be dealt with through the
BSP.
Paragraph 2.2.1(iii): new text establishing some baseline requirements that must be met in order for IATA to
consider entering into an alternative repayment agreement on behalf of the affected BSP airlines without the
Agent having to consult with the Airlines directly.
Attachment ‘B’
Completely new “Notice of Change” form and “Statement of International Sales” form.
Attachment ‘C’—Section 1.6 Settlement—The remittance date
Removal of exception for Japan.
Modified exception for New Zealand.
Added exceptions for Estonia, Latvia, Thailand, Vietnam, Singapore, Sri Lanka, Philippines, Malaysia and
South West Pacific (excluding Australia & New Zealand).
Resolution 846–NewGen ISS Transition–NEW
A new resolution formalising the parameters for migrating countries to the new set of Sales Agency Rules for
NewGen ISS.
Resolution 848–IATA EasyPay–NEW
A new resolution formalising IATA EasyPay.
Resolution 850–Billing and Settlement Plans
Complete update of Resolution 850 and Attachment F using simplified language and consistent terminology
to enhance clarity.
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Foreword
Resolution 850p–Financial Securities
Section 4: new Section 4 dealing with the evaluation of Global Default Insurance and Providers, and new
paragraph 2.6 stating that any Provider of Global Default Insurance must meet with the criteria set out in the
newSection4.
Resolution 860a–Passenger Agency Programme Global Joint Council
ThenumberofmembersoftheCouncilisincreased to24.
Resolution 866–Definitions of Terms used in Passenger Agency Programme Resolutions
Newdefinitionsfor‘Global DefaultInsurance’and ‘Remittance’.
Modifieddefinitionsfor‘AgencyProgrammeJointCouncil’andfor ‘ElectronicTicketingAuthority’.
Resolution 868–Passenger Agency Conference Steering Group and the Agency Administrator
ModifiedandincreasedthecompositionofthePSG.
REFERENCE MARKS USED FOR RESOLUTIONS
Thefollowingsymbolsplacedagainstanitemindicatechangesfromthepreviousedition:
Symbol Meaning
Additionofanewitem
Changetoanitem
Cancellationofanitem
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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Travel Agent's Handbook
TABLE OF CONTENTS
Page
Section 1—Information
AccreditationandAppointmentProcedure .............................................................................................. 1
ChangesWithinanAgencyRequiringPriorIATAApproval .................................................................... 3
Section 2—PassengerAgencyConferenceResolutions—This ispartof the contractbetween
TravelAgentsandIATA Members
Resolution
Number
010 InterpretationandHierarchyofRulespertainingtotheSalesAgencyProgramme ......... 4
800a ApplicationFormfor AccreditationasanIATAPassengerSalesAgent .......................... 5
800f Agents' Financial EvaluationCriteria ................................................................................ 9
800x EmergencyChangestoReportingandRemittance.......................................................... 12
800z ElectronicTicketing ........................................................................................................... 13
810z ExtensionofAgencyProgrammeinthePeople'sRepublicofChina................................ 14
818g PassengerSalesAgencyRules ....................................................................................... 15
Section1—AgencyProgramme JointCouncil .................................................................. 16
Section2—QualificationsforAccreditation ....................................................................... 18
Section3—Procedures ..................................................................................................... 22
Section4—IssueofStandardTrafficDocuments.............................................................. 24
Section5—lntegrityofStandardTrafficDocuments–Custody, Protection andProper
Issuance............................................................................................................................. 25
Section6—ReportingandRemitting ................................................................................ 26
Section7—(IntentionallyLeftBlank) ................................................................................. 26
Section8—ConsequencesofDefault ............................................................................... 27
Section9—ConditionsforPaymentofCommission andOtherRemuneration ................ 27
Section10—ChangeofOwnership,LegalStatus,Name or Location .............................. 28
Section11—ReviewsbytheTravelAgencyCommissioner ............................................. 32
Section12—Arbitration ..................................................................................................... 33
Section13—MeasuresAffectinganAgent'sStanding ..................................................... 33
Section14—AgencyFees ................................................................................................ 35
Section15—IndemnitiesandWaiver ................................................................................ 36
Attachment‘A’—ReportingandRemitting ........................................................................ 36
Attachment‘B’—NoticeofChange ................................................................................... 47
Attachment‘C’—Reporting& RemittanceExceptions ...................................................... 50
820d OfficeofTravelAgencyCommissioner ............................................................................ 51
820e ReviewsbytheTravelAgencyCommissioner ................................................................. 54
822 IATA NumericCode .......................................................................................................... 58
824 PassengerSalesAgencyAgreement (VersionII) ............................................................ 59
824a ApplicationoftheTerm‘Commission’ .............................................................................. 63
824c BreachofContractLiabilityApplicable toIATAAccreditedAgentsin the People's
RepublicofChina............................................................................................................... 64
824d DepositReceiptstobeIssuedbyAgents ......................................................................... 64
824r RefundstoAgents ............................................................................................................ 65
828 RemittanceofAmountsCollectedasPartorFullSpecialAdvancePayment
forSpecialFares ............................................................................................................... 65
Table of Contents
Resolution Page
Number
830a ConsequencesofViolationofTicketingandReservationProcedures ............................. 66
830d ReservationsProceduresforAccreditedAgents .............................................................. 67
838 ChangeofTrafficDocumentsbyAgents .......................................................................... 68
844 NewGenISSPilotTests ................................................................................................... 69
846 NewGenISSTransition .................................................................................................... 69
848 IATAEasyPay ................................................................................................................... 70
850 BillingandSettlementPlans ............................................................................................. 71
Attachment‘F’—ProceduresforSuspensionof aBSPAirline ......................................... 75
850e IndustrySettlement Systems ............................................................................................ 76
850m IssueandProcessingof AgencyDebit Memos(ADMs) ................................................... 77
850p FinancialSecurities ........................................................................................................... 78
852 DesignationandSelectionofTicketingAirline .................................................................. 80
860a PassengerAgencyProgrammeGlobalJointCouncil(PAPGJC) ..................................... 80
862 JointAgentandAirlineConsultativeMeetings ................................................................. 83
866 DefinitionsofTermsUsedinPassenger AgencyProgrammeResolutions...................... 83
868 PassengerAgencyConferenceSteeringGroupandtheAgencyAdministrator .............. 89
878 GeneralConcurrence ........................................................................................................ 90
880 ReducedFaresfor AccreditedPassenger SalesAgents ................................................. 92
880a IATATravelAgentIdentity(ID)Card ................................................................................ 98
Attachment‘A’—RecognitionandAcceptanceoftheIATATravelAgentIDCard ........... 99
Attachment‘B’—CountriesWherethe IATATravelAgentIDCard isin Circulation ........ 100
Attachment‘C’—ApplicationForm .................................................................................... 103
884 ReducedFaresforDelegatesAttendingOfficialJointIndustryMeetings ........................ 104
886 Members'GroupVocationalTrainingTripsforAccreditedPassenger SalesAgents ...... 105
886a ReducedFaresforPassengerAgents(IATA/UFTAAProfessionalExaminations) .......... 107
886p ReducedFareTransportationfor PersonsOfficiallyTravelling toTravelAgency
CommissionerHearings .................................................................................................... 107
890 CardSalesRules .............................................................................................................. 108
892 DisclosureofPositionsTakenat anIATAMeeting .......................................................... 111
Section3—LocalFinancialCriteriafortheAccreditationandRetentionofAgents—This ispart
ofthecontractbetweenTravelAgentsandIATAMembers
LocalFinancialCriteria............................................................................................................................. 113
Travel Agent's Handbook