Agency Information

Agency Informationand ADM Policy

Dear Agency /Partner,

As Atlasglobal(Ukraine) we care about your satisfaction. We have prepared this guideline for you in order to avoid any inconvenience. Acting in accordance with the guidelines contained in this document will ensure that your transactions are conducted in smooth and complete manner and will reduce your ADM workload and your costs. Therefore, we recommend you to carefully examine this document (update as of January 12^th, 2018.) and kindly advice to follow the rules mentioned.

Yours sincerely,

Atlasglobal(Ukraine)

General Information:

As of 15 May 2017, through check-in cannot be made for passengers holding more than one ticket for their transit route. Check-in will be made for the destination of the respective ticket only. Passengers have to claim their baggage at the transfer point and apply to the relevant airline counter for check-in procedures of their connection flight. Passengers can only benefit from through check-in if their flights are all on one ticket.

ADM POLICY GENERAL RULES:

Minimum ADM Fee:

Atlasglobal(Ukraine) (Ukraine) may issue ADM for all infractions detected or may set a minimum ADM value according to infraction type and agency. A single ADM may be issued for infractions that occurred within the same period by the same Agency. Minimum  amount  of  one  ADM document  of  any  type,  without administrative fee 50USD.

Service Fee:

Atlasglobal(Ukraine)  may charge a service fee for valid ADM’s. Agencies will be informed about level of service fee and other related rules prior to execution. Service fee will be added to ADM amount.

ADM issue periods:

ADM’s are issued according to deadlines/periods set by IATA. Atlasglobal(Ukraine)  may issue ADMs without any time limit in case of fraud and fraudulent transactions.

Resolution of Disputes:

Agencies can dispute ADMs through the sales reporting channel ie BSPlink etc. If this is not possible, disputes can be made through other ways that Atlasglobal(Ukraine)  will specify. Objections to ADMs that are issued by Atlasglobal(Ukraine)  should not be made later than 14 days. Disputes after this period will be rejected. Detailed information and clarification should be added to the disputes. Objections with missing documents and information will be rejected.

Exchanges/reissues:

Passengers will be accepted as "no-show" if the voluntary exchange/reissues are not processed on the ticket 2 hours before the original flight date and time. In this case, no-show rules will be applied. In case a ticket needs to be exchanged/reissued, first thing to be checked is if the ticket is used or not. Once this checked, fare difference and/or penalties (adult-child-infant etc) should be calculated accordingly. In Exchange / reissue transactions, it is not enough to change the reservation in PNR, ticket must be changed at the same time. Fare difference must be calculated according to the same day exchange rates and in the local currency where the transaction is being made. If a passenger, holding a confirmed ticket does not show up before departure (by the end of check-in time; or else if passenger processed with online check in but didn’t show up by the end of the boarding time), will be considered as no show. Please carefully check related fare rules in case of no show. In all exchanges / reissues carried out in CRS Systems and for which penalty is to be collected, the penalty amount must be collected with CP tax code.

Refunds:

Refund can be made for tickets issued within the last 12 months. During refund for tickets, where reissue/exchange action has been done before, the fare rules of the original ticket will be valid.

Validation of ticket and coupon status must be checked before refund.

Segments must be cancelled 2 hours before the schedule flight date and time. Otherwise, the passenger will be accepted as no show and no-show rules will be applied.

During refund, the calculation of the refundable fee and (if applicable) tax must be made in accordance with the rules.

Along with the penalty amount, no-show penalty should also be charged if applicable. If commission has been paid, these commission amounts should also be charged back.

Refund should always be made according to the most restrictive fare rule. (Before & After Departure: When combining fares the most restrictive cancellation rule apply for the entire pricing unit)

If the refund penalty is higher than the refund amount, the difference is deducted from the tax. If the tax amount is not enough to cover the penalty, the passenger will not be refunded at all.

In case of refund due to death, it is obligatory to keep the death certificate and forward it to the Airline when requested

TAX Refund on Non-refundable Tickets:

In case of non-refundable tickets, according to ticket fare rules, the tax refund must be made directly to the passenger or to the relevant company in case of corporate customers.

ADM shall be issued to the agency who performs abusive refunds or who cannot document or confirm refund to passenger.

Others:

Involuntary Situations/Schedule Changes: When involuntary situations and schedule changes occur, the procedures of related authorities and Atlasglobal(Ukraine)  must be applied. All violations will be subject to ADMs. Involuntary changes should be done within 7 days after the original flight date. Please indicate this on the PNR/Ticket in case if you made a change due to Invol.

Sequential Coupon Usage:

As of June 01, 2017, Atlasglobal(Ukraine)  Airlines will apply “sequential coupon usage” on its international flights. Sequential coupon usage will be applied for tickets consisting of only international flights. Tickets comprising only domestic and/or Cyprus (Ercan) flights will be considered outside of this practice

Following rules will apply with the beginning/commencement of this application:

. Restrictions will apply for “open ticket” procedures (issueing an open ticket or changing a ticket into open ticket)

. Passengers will only be accepted on the flight according to the same flight sequence as on the ticket

. In case a passenger fails to use a flight of a ticket, the passenger will be considered as No-show on the respective flight and no-show rules will apply consequently

. If a flight is not flown on a ticket, the Airline has the right to cancel the consequent flights of the ticket (IATA Rules – Recommended Practice 1724 Coupon Sequence, clause 3.3.).

ADM Categories.

1. Fare rules.

In  case  of  ticket  issue  and  (or) reissue: Incorrect use of published fare with the violation of rules of published  fare:  validity,  season, stopover, rules of fare combination etc. The amount (USD) will be calculated as difference between fare, which corresponds to the conditions of issued ticket: validity, season etc. and applied fare.Reason for ADM issue: Reference to the details of ticket issue and fare rules.

1. Booking class

In  case  of  ticket  issue  and  (or) reissue: Incorrect use of published fare with the violation of booking class. The amount (USD) will be calculated as difference between maximum published fare in the related class of service and applied fare. Reason for ADM issue: Reference to the details of ticket issue and fare rules.

1. Rulesforapplication fees

In  case  of  ticket  issue  and  (or) reissue: Difference between maximum published fare in the related class of service and applied fare. Reason for ADM issue: Reference to the details of ticket issue and fare rules.

1. Ticket refund

In  case of refund application on fully unused or partially used ticket: Calculation of the refund amount does not correspond to the rules of the fare used. The amount (USD) will be calculated as difference between the refund amount according to the rules of the applicable fare and calculation used for refund amount. Reason for ADM issue: reference to the details of ticket issue and fare rules.

1. Penalties.

Ticket reissue without use of the fare penalty related to the fare rules, upgrade (recalculation) to the higher fare. The amount (USD) will be calculated as amount of the penalty related to the fare rules, upgrade (recalculation) to the higher fare. Reason for ADM issue: reference to the details of ticket issue and fare rules.

1. Comission.

Ticket issue with the use of commission which doesn’t correspond to the actual Agent’s agreement or Annex to the Agreement. If the ticket is refunded, the commission amount must be recalled. The amount (USD) will be calculated as difference between applied commission and commission, that corresponds to the actual Agent’s agreement or annexes to the Agreement.  Reason for ADM issue: Reference to the details of ticket issue.

1. Involuntary reissue.

7.1. In case of involuntary reissue – absence in the ticket (in the field Endorsement) remark “INVOL”.

7.2.   In case if involuntary changes are required but ticket was not reissued by agent; else, passenger was not informed regarding changes in his itinerary.

7.3.   Travel agencies are obliged to follow up their GDS queues timely and to delete the inactive segments from PNRs within the same day.

The amount (USD) will be USD50+ticket cost and/or any other airline expenses caused by avoidance of involuntary reissue and/or not informing passenger regarding involuntary schedule change. Reason for ADM issue: reference to the details of ticket issue/passenger’s complain.

1. SSRs and Contacts.

8.1. Absence in PNR direct contact information of the passenger (e-mail address and mobile phone number which will be available on all the segments of journey) using SSR field for the possibility of direct contact between the Carrier and passenger 72 hours but not later than 24 hours prior to schedules departure time.

8.2. Absence of information in PNR using in field SSR remark that confirms personal deny of the passenger from the dis           closure his/her contact information.

8.3. Absence of DOCS updated information (nationality, passport number, validity date, issuance country, gender) and date of birth.

8.4. Incorrect/wrong format of special services request (PETC, MEAL, and WHEELCHAIR etc.)

The amount (USD) will be USD50 per SSR/segment. Reason for ADM issue: details and/or historical information of the file of reservation (PNR).

9. Space Churning

Atlasglobal(Ukraine)  strictly prohibits any repeated booking or canceling (churning) of the same itinerary in the same class or different classes of service across one or more PNRs or GDSs including, without limitation, to circumvent or extend ticketing time limits, hold inventory or to meet GDS productivity requirements. These practises are subject to a fine of USD50per segment per passenger.

10.  Fictitious names and other speculative bookings

Creation of PNRs is only allowed in relation to a direct passenger’s request or intention to purchase a ticket. Agents must not create fictitious bookings which include the use of a valid surname followed by initials (e.g. Smith A/B/C, Smith/AAA, Test/T etc.) or celebrity names (e.g. Mouse/Mickey, Bond/James etc.) for test purposes. The amount (USD) will be USD50 per pax/segment. Reason for ADM issue: details  and/or historical inf ormation of the file of reservation (PNR).

11.   Dupes

Creation of dupe or overlapping bookings, segments or O&Ds is not permitted. The amount (USD) will be USD50 per pax/segment. Reason for ADM issue: details  and/or historical information of the file of reservation (PNR).

12.   Credit card fraud

Unauthorised credit card chargebacks. The amount (USD) will be 50 per pax/segment + ticket cost. Reason for ADM issue: details  and/or historical information of the file of reservation (PNR).

13.   VOID related issues

In case if ticket is voided within 24hrs from the issuance time but the segments in the booking are kept valid/not cancelled. The amount (USD) will be 50 per pax/segment + ticket cost (in case if ticket was used (partially or fully) by passenger). Reason for ADM issue: details  and/or historical information of the file of reservation (PNR).

References & Contact:

References:

IATA Resolution 818g

IATA Resolution 824

IATA Resolution 850m

Other rules of IATA and all related authorities

Contact Information:

You can contact your sales office or you can write to below e-mail address for ADM procedures or any ADM issued to your travel agency.

Sales-ua@atlasglb.com

Right to Change the Document:

There may be minor variations to our general policy in certain countries and Atlasglobal(Ukraine)  has the right to amend this document at any time.