Ukraine International Airlines Agency Debit Memo Policy

Effective November 1, 2015

 

Introduction

Ukraine International Airlines (UIA) Agency Debit Memo (ADM) Policy is intended to make clear to Travel Agents the circumstances under which ADMs will be issued and the guidelines that the Airline 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.

UIA ADM applies to all GDS users: accredited and non-accredited travel service suppliers as well as any entity accessing UIA internal reservation system via internet or any other electronic means.

ADMs will be processed through BSP within nine 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 9 months of the BSP remittance date. In case of extra climes from the site of interline partners ADM can be issued during 12 months of the final travel date.

1. UIA policy.

1.1. UIA will issue an ADM to collect amounts or make adjustments to agent transactions related to the issuance and use of UIA traffic documents, issued by, or at the request of the Agent, regardless of which airlines are included in the itinerary of the UIA 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. Unrelated charges will not be included in the same ADM.

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

1.4.UIA will provide the Agent with the contact details of the department at the UIA, which the Agent can contact to discuss the ADM or the contact details of the external auditor in case when ADM was issued by him.

2. Refunds

2.1. 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, the Airline will agree with the Agent bilaterally the best settlement method and only submit an ADM through the BSP process if agreed in writing by the Agent.

3. Disputes

3.1. UIA 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 UIA will investigate and communicate their decision on the dispute in accordance with local BSP procedures.

3.3. If an Agent disputes an ADM before billing:

A. Agent should use online disputing mechanism on BSPlink or send an e-mail.
B. UIA will investigate provided evidence and communicate decision to the Agent within 30 days after dispute receiving.

4. Agency Best Practices:

The Agent should:

4.1. Train their staff in ADM procedures, their purpose and the dispute period that exists.

4.2. Not dispute an ADM where the reason is valid and evidence to the contrary is not available.

4.3. Raise all disputes within the BSP dispute period in accordance with Resolution 850m.

4.4. Ensure that when an ADM is disputed the response is specific in detail and relevant.

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

4.6. Provide specific contact details when logging a dispute in BSP Link, to enable the Airline to make contact with the Agent concerning the dispute.

ADM Category

ADM Subject

Amount, USD (equivalent in local currency)

Foundation of  an ADM processing by the Airline

1.       Administrative fee.

An Administrative fee for processing of one ADM document.

If ADM is canceled because of business reasons by the decision of carrier, Administrative fee will be paid in any case. 

If ADM is canceled as a result of the absence of proof of guilt Agent (through the procedure Dispute), Administrative fee will be canceled

20% of ADM amount

-

2.       Minimum ADM amount.

Minimum amount of one ADM document of any type, excluding administrative fee.

UIA lefts the right to issue ADM for lower amounts, in this case administrative fee will not be applied. 

 If the violation repeats itself, multiple penalties will allowed to be associated in the same document. 

10

-

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, time for permitted stopovers, the rules of fares combination and so on.

The difference between the fare that corresponds to the terms of routing and the applied fare.

Reference to details for the Ticket issuance and airline rules.

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.

Reference to details for the Ticket issuance and airline rules.

5.       Airport taxes 

In case of issuance and (or) re-issuance of a Ticket:

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.

Reference to details for the Ticket issuance and airline rules.

6.       Baggage allowance.

Improper calculation of extra baggage allowance or not correct issue of baggage MCO.   

50 for each wrongly calculated segment of baggage. 

Reference to details for the Ticket issuance and airline rules.

7.       Ticket refund. 

In the case of refund for unused or partially used tickets:

Calculated amount of the refund does not correspond the rules of the applied fare and airline rules. 

The difference between the amount of the refund in accordance with the rules of the applicable fare and applied calculation of the refund. 

Reference to details for the Ticket issuance and airline rules.

8.       Re-issuance.

Re-issuance of the Ticket without applying the correct change fees, wrong calculation of the new fare.

Amount of the penalty in accordance with the fare rules, recalculation to a higher fare.

Reference to details for the Ticket issuance and airline rules.

9.       Discounts.

Improper use of a special fare (fare with any discounts, including age, corporate, confidential, sea, tour operator discounts, etc.), as follows:
Any lack of a sign of 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 UIA 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.

Reference to details for the Ticket issuance and airline rules, proof that Agent does not have any grounds to use the appropriate special fare.

10.   Ticket issuance.

Incorrect filling of the corresponding fields of the tickets;
Improper use of a special fare (fare with any discounts, including age, corporate, confidential, sea, tour operator discounts, etc.), technical errors, when the ADM cannot be issued till the corresponding published fare as specified in the item 9 “Discounts”;
Entering of invalid tour code (TP, KK and others) or tour code absence.
Entering of improper discount amount (TP, KK and others).
Applying «IT» fare in the fare field instead of specifying the amount of the relevant fare and vice versa.

Incorrect calculation of the fare.

20

Reference to details for the Ticket issuance and airline rules.

11.   Commission.

Ticket issuance with specifying commission that does not meet current Agency Agreement or the Annexes to the Agreement. 

The difference between the amount of commission applied and the amount of commission that meets current Agency Agreement or the Annexes to the Agreement.

Reference to details for Ticket issuance.

12.   Coupons consequence and manipulation. 

Violation of the coupons consequence at the time of usage, including issuance of additional coupons to reduce the price of the Ticket.

Difference between the relevant published fare for the current way and the applicable fare.

Reference to details for the Ticket issuance and airline rules, proof that Agent does not have any grounds to issue additional coupons.

13.   Multiple re-booking.

Multiple re-booking for one passenger within one or more booking files (PNR) after the third booking and cancellation.

2 for each segment in the fourth and each subsequent re-booking.

Booking file(s) history (PNR) and / or reference to the details of Ticket issuance,

14.   Double booking.

Simultaneous double or multiple booking for the same passenger who logically can not take a trip on the booked route. 

10 for each segment.

Booking file(s) history (PNR).

15.   Test booking.

Creating test booking in favour of fictitious names for fare calculation, services verification with the purpose of education and so on.

10 for each segment.

Booking file(s) history (PNR).

16.   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.

10 for each segment. 

Details and / or historical information about the booking file(s) (PNR).

17.   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.

200 for each segment.

Reference to the Ticket issuance details, details and / or historical information about booking file (PNR).

18.   Fictitious Tickets numbers.

The use of the fictitious Tickets numbers in booking - use of non-existant or those numbers that have already been issued previously by other passengers. 

100

Details and / or historical information about the booking file (PNR).

19.   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.

 

Formats:

Amadeus: OSI PS CTC 1234567  

Galileo: SI. PS * CTC 1234567

Sabre: 3OSI PS CTC1234567

 

20

Details and / or historical information about the booking file (PNR).

20.   APIS/DOCS.

PNR doesn't contain information about APIS / DOCS passenger that was entered using SSR field. This rule applies only to international flights. Does not apply on domestic flights within Ukraine.

20

Details and / or historical information about the booking file (PNR).

21.   ADM of the other carriers.

If UIA receives the invoice from the other carrier  in the case of applying the other carries fares on the UIA stock.

The appropriate invoice amount of the other carriers including his administrative fee.

The relevant invoice of the other carriers.



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