BSP Manual for Agents – Local Procedures · BSP Manual for Agents – Chapter 14 – BSP TURKEY...

BSP TURKEY October 2013

English

BSP Manual for Agents – Local Procedures Chapter 14

BSP Manual for Agents – Chapter 14 – BSP TURKEY 01 OCT 13 Page 2 of 22

FOREWORD: This chapter (Chapter 14) covers local BSP procedures applicable in Turkey. For all other applicable BSP procedures please refer to the core BSP Manual for Agents.

CHAPTER 14 - Local Procedures TABLE OF CONTENTS

14.1 ADDRESSES & CONTACTS ................................................................................................................................. 4

IATA Local Office ....................................................................................................................... 4

Contact in IATA Country Office ................................................................................................. 4

Data Processing Centre ............................................................................................................ 4

Clearing Bank ............................................................................................................................ 4

List of Approved Ticketing System Providers ............................................................................ 4

LCAG Delegates ........................................................................................................................ 5

APJC Delegates ........................................................................................................................ 5

14.2 PARTICIPATING AIRLINES ................................................................................................................................... 6

14.2.1 Participating Airlines List and Contact Details ..................................................................... 6

14.3 CUSTOMER INTERFACES – QUESTIONS ........................................................................................................... 7

14.3.1 General ................................................................................................................................. 7

14.3.2 IATA Customer Services Help Desk or Portal ..................................................................... 7

14.3.3 BSPlink – www.bsplink.iata.org ............................................................................................ 7

14.3.4 IATA International homepage - www.iata.org ...................................................................... 8

14.4 STANDARD TRAFFIC DOCUMENTS (STD) ......................................................................................................... 9

14.4.1 STDs used in Turkey ............................................................................................................ 9

14.4.2. Allocation of electronic STDs – Computer Generated Numbers (CGNs) ........................... 9

14.4.3 Recall of Stock ..................................................................................................................... 9

14.5 STANDARD ADMINISTRATIVE FORMS (SAF) .................................................................................................. 10

14.5.1 Administrative forms used in Turkey – General ................................................................. 10

14.5.2 Airline’ own accounting memoranda .................................................................................. 10

14.5.3 ADM/ACM Procedures ....................................................................................................... 10

14.5.4 Ticketing Authority through BSPlink ................................................................................... 10

14.6 BSP BILLING REPORTS – OUTPUT .................................................................................................................. 11

14.6.1 General ............................................................................................................................... 11

14.6.2 BSP Reports available ....................................................................................................... 11

14.6.3 List of BSP Reports with descriptions ................................................................................ 11

BSP Agent Billing Analysis ...................................................................................................... 11

Yearly Sales and Ticket Issues ............................................................................................... 12

14.7 REMITTANCE PROCEDURES ............................................................................................................................ 13

14.7.1 General ............................................................................................................................... 13

14.7.2 Method of Remittance ........................................................................................................ 13

14.7.3 Reporting Errors and Missing Remittance Notice .............................................................. 13

14.7.4 Post-Settlement Errors discovered by Agent, BSP Airline or IATA ................................... 13

14.7.5 Net Remittance ................................................................................................................... 14

14.8 ADMINISTRATIVE CHARGES ............................................................................................................................. 17


14.8.1 Administrative Charges ...................................................................................................... 17

14.9 CREDIT CARD SALES ......................................................................................................................................... 18

14.9.1 General ............................................................................................................................... 18

14.9.2 Ticket Entry on Credit Card Sales ...................................................................................... 18

14.9.3 Face to face transactions ................................................................................................... 19

14.9.4 Non Face to face transactions ........................................................................................... 19

14.9.5 Passengers Signature ........................................................................................................ 19

14.9.6 Reporting of Credit Card Sales by IATA/BSP .................................................................... 19

14.10 REFUNDS ........................................................................................................................................................... 20

14.10.1 General ............................................................................................................................. 20

14.10.2 Direct Refunds (Refund Notice / Automated Refund) ...................................................... 20

14.10.3 Refund Application ........................................................................................................... 20

14.10.4 Credit Card Refunds......................................................................................................... 20

14.10.5 Handling of Refunds by IATA Members ........................................................................... 21

14.11 REPORTING CALENDARS................................................................................................................................ 22

14.11.1 General ............................................................................................................................. 22


14.1 ADDRESSES & CONTACTS

IATA Local Office IATA (International Air Transport Association) Turkey Valikonagi Cad. Huzur Apt. No:9 K:6 D:12 Nisantasi, Sisli 34371 Istanbul – Turkey

Customer service: http://www.iata.org/customer-portal/Pages/index.aspx

E-mail: [email protected]

Telephone: +34 91 545 2443

Operating hours: Monday to Friday from 10:00 am to 13:00 pm (TR time)

Contact in IATA Country Office

Mrs. Funda CALISIR Area Manager, Turkey, Azerbaijan and Turkmenistan Mr. Haluk KIRBAS Manager, Aviation Solutions, Turkey, Azerbaijan and Turkmenistan Mr. Okan OGUR Assistant Manager Campaigns, Turkey, Azerbaijan and Turkmenistan Mrs. Nuran ORTA AKIN Customer Service Representative

Data Processing Centre The data processing of BSP-Turkey is performed by: ACCELYA Bravo Murillo, 377, 7.a 28020 Madrid Spain Phone : + 34 (91) 315 68 40 Fax : + 34 (91) 315 75 62 Any queries / problems regarding the data capture and data processing should be made via Customer Portal (http://www.iata.org/customer-portal/Pages/index.aspx). Clearing Bank

The Clearing / Settlement Bank of BSP-Turkey is: Garanti Bankasi A.S. Elmadag Subesi Harbiye Mah. Cumhuriyet Cad. No:42/C Elmadag 34373 Istanbul - Turkey Phone : + 90 (212) 315 26 56 Fax : + 90 (212) 315 26 80 List of Approved Ticketing System Providers

The contact details of the approved ticketing system providers in Turkey are as follows: GALILEO THY Bilgi Islem Merkezi Ataturk Havalimani Yesilkoy 34830 Istanbul – Turkey Phone : + 90 (212) 465 20 00


Fax : + 90 (212) 465 26 27 e-mail: [email protected] AMADEUS Muallim Naci Caddesi 41 Kat:4 Ortakoy 34347 Istanbul – Turkey Phone : + 90 (212) 310 07 07 Fax : + 90 (212) 236 50 80 e-mail: [email protected] WORLDSPAN Axis House, 242 Bath Road, Hayes Middlesex UB3 5AY United Kingdom e-mail: [email protected] SABRE 3150 Sabre Drive Southlake Texas 76092 USA e-mail: [email protected] LCAG Delegates The LOCAL CUSTOMER ADVISORY GROUP (LCAG) is a forum where Airline delegates discuss operational issues for the BSP. For any requests towards LCAG, please find the current delegates: Mr. Murat CENGIZ (chairperson) - Turkish Airlines ([email protected]) Mr. Levent SENOCAK - Air France ([email protected]) Mr. Barbaros SAHIN - British Airways ([email protected]) Ms. Gina TARAGANO – Lufthansa ([email protected]) Ms. Seniz KARACAN - Qatar Airways ([email protected]) Ms. Bahar BIRINCI – Emirates ([email protected]) Ms. Karin ERBAL – Singapore Airlines ([email protected]) APJC Delegates The AGENCY PROGRAMME JOINT COUNCIL (APJC) is a forum where Airline and Travel Agency delegates may consider all aspects of the Agency Programme in Turkey and make recommendation thereon in the form of agenda proposals to the Passenger Agency Conference. For any requests towards APJC (e.g. suggested changes for PAConf), please find the current delegates: Airlines: Mr. Okan OKSUZ - Turkish Airlines ([email protected]) Mr. Altug BEKDEMIR – United Airlines ([email protected]) Ms. Ayse ONEN - Iberia ([email protected]) Ms. Karlygash OMURBAYEVA – Air Astana ([email protected]) Ms. Bahar BIRINCI - Emirates ([email protected]) Agents: Mr. Muammer GUNER - Eltra Tur ([email protected]) Mr. Moris Kohen KASAR - Moris Seyahat ([email protected]) Mr. Ahmet KOZIKOGLU - Vista Turizm ([email protected]) Mr. Ibrahim KOYUNOGLU – Viking Turizm ([email protected]) Mr. Murad OZCIVELEK - Prowin ([email protected])


14.2 PARTICIPATING AIRLINES

14.2.1 Participating Airlines List and Contact Details For any queries towards a BSP Member Airline you will find contact details for airlines, on which your Travel Agency have had sales, on the BSP Agent Consolidated Billing Statement, which is included among BSP Reports for each remittance. Any accredited Agents can also access the function Airlines on BSPlink / General Queries and in this way retrieve Airline full contact details at any time.


14.3 CUSTOMER INTERFACES – QUESTIONS

14.3.1 General For any questions about your ticket sales and the BSP Procedures, there are several ways to find the answers. This Manual should be one of the first sources for you to check, and depending on the nature of the problem you should then turn to the respective party for help:

• Any problems to complete a ticket sale or problems to extract any reports from your ticketing system? This shall of course be answered by the Helpdesk of your Ticketing System Provider (i.e. Amadeus, Galileo, Worldspan, Sabre)

• Questions about how to issue a ticket, or any queries regarding the rules for a ticket? These should be stated directly to the Airline in question or your ticketing system provider if there is a technical problem.

• Questions on any discrepancies between what you have reported through your ticketing system and what you find on the BSP Reports? Check which document is causing the discrepancy, and then report this to IATA. IATA has several customer interfaces where you can seek information and we wish to point out some of them below.

14.3.2 IATA Customer Services Help Desk or Portal The customer queries are primarily handled through IATA Customer Service Help Desk / Portal at http://www.iata.org/customer-portal/Pages/index.aspx There you can find the following help functions: • Frequently Asked Questions, • Log an Enquiry, • Document & Form Centre,

14.3.3 BSPlink – www.bsplink.iata.org

BSPlink – Basic BSPlink is the user interface for all parties in the BSP Process. This is where you as an Agent will receive all your BSP Reports and corrective actions such as ADM/ACM and will issue VMPD. Also, IATA sends any important operational information using the file download function. Make sure to log into BSPlink on a regular basis and check for any new files, ADMs/ACMs, or BSP Bulletins for new or changed procedures. BSPlink – Enhanced In addition to the Basic functions described above, BSPlink can also be used to extract online reports, search for historic BSP data (document data, ADM’s etc), create groups for many IATA locations, and get e-mail notifications for new files and much more. The Enhanced functions have a cost involved but might very well be worth it. Furthermore the Ticketing Authority is maintained by Airlines on BSPlink so you as an Agent can always check which Airlines that allows you to sell their tickets. For that functionality, Airlines, Agents and Ticketing System Providers can access the system, so BSPlink adds a full transparency between all parties of the process.

For further information please check directly on the BSPlink site found on www.bsplink.iata.org or Contact us via http://www.iata.org/customer-portal/Pages/index.aspx.


14.3.4 IATA International homepage - www.iata.org By entering to www.iata.org you will come to IATA’s global home page. Here you can find information on all IATA activities, find ruling resolutions and also buy any IATA publications via the online store. A search tool is available on the site, which will help you to find the information you are looking for.


14.4 STANDARD TRAFFIC DOCUMENTS (STD)

14.4.1 STDs used in Turkey

• Virtual Multiple Purpose Document (VMPD)

• Electronic Ticket (ET)

Any coupons of the ETs must not be submitted to the airlines excluding the following circumstances:

• the electronic CCCF of ETs against credit card is to be directly reported to the respective airlines if it is instructed by the airline,

• the agent coupon copy of ET issuing for a special fare (discounted tickets) stapled with the relevant document (student card, worker document etc.) is to be directly reported to the respective airlines as long as it is required by the airline, on whose behalf the ticket is issued.

14.4.2. Allocation of electronic STDs – Computer Generated Numbers (CGNs)

• Electronic STDs – Computer Generated Numbers (CGNs) are allocated to agents by GDSes automatically.

14.4.3 Recall of Stock Due to global shortage of Computer Generated Numbers, IATA Head Office must from time to time recall STD stock. This means that stock has a limited lifecycle of 2 to 3 years, from the date of its allocation.


14.5 STANDARD ADMINISTRATIVE FORMS (SAF)

14.5.1 Administrative forms used in Turkey – General

Agents originated SAFs

• Credit Card Charge Form (CCCF), Airlines originated SAFs

• Agency Debit Memo (ADM),

• Agency Credit Memo (ACM).

The full list of SAFs in use is part of Chapter 5 of the BSP Manual for Agents.

14.5.2 Airline’ own accounting memoranda In addition to the SAFs prepared by the Agent, individual BSP Airlines also prepare certain BSP accounting memoranda, which are sent directly by the BSP Airline to the Agent concerned. Where BSPlink ADMs/ACMs have been implemented, the documents are issued under the provisions of resolution 850m, either online in BSPlink, or by using a mass file upload feature. This feature allows the airline (or third party acting on the airline’s behalf) raising the ADM/ACM to issue the document in its own system and upload as a file into BSPlink so the Agent can view it. Non-disputed ACMs/ADMs are automatically reported to the DPC for processing and inclusion in billings. Local dispute periods are automatically taken into account, and online disputing through BSPlink can be activated by the airline. The airline can also download disputed transactions from BSPlink, and load them into their own system for dispute handling. The purpose of these accounting memoranda is to adjust the Agent’s account with the Airline via the BSP. The two accounting memoranda are:

Agency Debit Memo (ADM)

The ADM serves to notify an Agent that unless there is some justification to the contrary, the Agent owes the issuing BSP Airline the amount shown on the ADM for the reasons indicated. In case of disagreement, the Agent is obliged to contact the issuing Airline within the set disputing period, which is 15 calendar days.

An ADM shall only be processed through the BSP, if issued within nine (9) months of the final travel date. Any claims beyond this period need to be addressed outside of the BSP processes.

Agency Credit Memo (ACM)

The ACM is used in those cases where the Airline owes money to the Agent. The Airline submits an ACM to the Agent, setting out the details of the amount to be credited to the Agent.

14.5.3 ADM/ACM Procedures

Where BSPlink ADMs/ACMs have been implemented, the documents are issued either online in BSPlink, or by using a mass file upload feature. This feature allows the airline (or third party acting on the airline’s behalf) raising the ADM/ACM to issue the document in its own system and upload as a file into BSPlink so the Agent can view it.

• The rules governing the issue of Airlines’ ADMs are detailed in resolutions published in the Travel Agent’s Handbook.

14.5.4 Ticketing Authority through BSPlink

Only the Airline can assign Ticketing Authority to their appointed Agents. The Ticketing Authority is assigned through BSPlink by the Airline. Any updates to their Ticketing Authorization List are managed by the Airline directly.


14.6 BSP BILLING REPORTS – OUTPUT

14.6.1 General IATA provides Agents with a range of BSP Reports for each period (two billing periods per month). The reports are provided in electronic form via BSPlink. The BSP reports are final remittance statement. Because the BSP reports are considered as supporting accounting documentation, it is important that Agents will save BSP reports for the time prescribed in the local legislation (normally period of 5 years depending of the country). The reports are available online on BSPlink for the period of 2 months. Old reports can be requested from BSP local office, and if available there is a cost involved with such a rerun. Reports are provided in the .pdf format and are compressed. Agents are required to have appropriate software (e.g. Acrobat Reader and a WinZip program).

14.6.2 BSP Reports available

Agent Output – Basic Package

For you to easily see what standard reports that are included in our Basic Package and available on a regular basis via BSPlink, please use this guide. Use it as a source of information and as a reference when you have queries on any reports.

Report Period 1-2 Annual

BSP Agent Billing Analysis X

Yearly Sales and Ticket Issues

X

14.6.3 List of BSP Reports with descriptions Below are descriptions of BSP reports sent to Agent’s.

BSP Agent Billing Analysis

BSP Agent Billing Analysis provides detailed information for each transaction type followed by a list of all transactions billed to the Agent for the specified Billing Period. “Breakdown of agent sales per carrier”, “Distribution of taxes per ISO code” and “Details on excessive voids or cancelled” can be also found in “BSP Agent Billing Analysis”

Frequency: Periodically

Media: BSPlink

Format: PDF

Price: Standard – free of charge.


Yearly Sales and Ticket Issues

This is by calendar month and it outlines all sales volumes and STD issues for an agent. The report is grouped by airlines showing gross and net issues for international.

Frequency: Annual

Media: BSPlink

Format: PDF

Price: Standard – free of charge


14.7 REMITTANCE PROCEDURES

14.7.1 General IATA produces and forwards to each Agent a billing analysis and summary on behalf of all BSP Airlines. This statement identifies the amount due from/to the Agent, which is to be settled with the Clearing Bank in strict compliance with published remittance dates.

14.7.2 Method of Remittance All BSP payments should be effected to the following account by means of EFT (Electronic Fund Transfer) between banks or bank transfer. CHEQUE PAYMENTS ARE NOT ACCEPTABLE. The agent should ensure mentioning of its IATA agent code and agent name clearly on the “explanation” area of the respective payment transaction for all BSP payments, which are made by EFT or bank transfer. BSP payments via bank transfer should be completed by 17:30 of the Remittance Date specified in the BSP Calendar. BSP payments via bank transfer after the above mentioned hour will be evaluated as an “Overdue Remittance” and irregularity procedure will be applied. Garanti Bankasi’s bank code is “062” for EFT and the branch code of ELMADAG SUBESI is “234”. The account details are: Garanti Bankasi A.S. Elmadag Subesi IATA BSP Hinge Account Account no: 234-6299483 IBAN NO: TR66 0006 2000 2340 0006 2994 83

14.7.3 Reporting Errors and Missing Remittance Notice Where an Agent, for whatever reason, has not received his Notice of Billing Statement by the remittance date, he is required to carry out the following:

• Notify IATA that the Notice of Billing Statement has not been received;

• Establish and agree with IATA the amount due for remittance on the remittance date. Where an Agent’s remittance amount is affected by a Ticketing System Provider, that fails to report parts of agency sales for the referred period or due to Agent’s own negligence to report issued tickets he is required to carry out the following:

• Notify IATA

• Establish and agree with IATA the amount of deposit due for remittance on the remittance date or on a date advised by IATA.

The Agent must ensure that sufficient funds are available to facilitate the settlement process.

14.7.4 Post-Settlement Errors discovered by Agent, BSP Airline or IATA Errors may involve line items and/or total amounts. Frequent errors and errors of a large amount must always be notified to BSP Management. a) Minor Amounts: Where the agent disputes an item of the billing but he recognises that the amount in question is not significant enough to cause him financial hardship, the agent is required to settle the entire billing with the Clearing Bank by


the remittance date. Subsequent correction of the discrepancy shall be initiated by the agent with the Airline concerned, which will issue an Agency Credit/Debit Memo. b) Major Amounts/Suspense Action: When agent identifies that there is a technical billing error in the report, they should directly contact with the respective airline to dispute the transaction of the billing, and once they agreed airline should send the Dispute notice to the Customer Service (CS) SCE through either a case in Salesforce (http://www.iata.org/customer-portal/Pages/contactus.aspx) or an e-mail ([email protected]) 2 working days prior to the remittance date, and would mention the followings: • Reporting Period & Remittance Date, • Airline Code & Airline Name, • Agent Code & Agent Name, • Disputed Amount (should be equal to or more than TRY 5000) CS SCE will acknowledge the reception of the information and will create an internal case for Remittance & Settlement (R&S) SCE and once R&S SCE confirm that the request is received on time for the next remittance process, CS SCE will confirm back to the airline that the dispute notice is received and will be considered if the incumbent agent makes a short-payment.

14.7.5 Net Remittance Net Reporting is an agreement between an Airline and an Agent to report STDs at a value other than the published fare. The difference between the amount entered in the STD’s fare box and the agreed fare may be a Supplementary (Commission) Amount in the Agent’s favour, or the Agent may sell the STD at a reduced price to customer. When an Airline enters into an agreement with Agent authorizing the Agent to sell net reporting STDs, the Airline establishes a special code(s) (eg. Tour code, Commercial Agreement Reference) with the Agent. Net Reporting is applied by completing:

• “NR” in the currency box, advising the BSP processing center that additional data capture may be required,

• A value code and an optional agreement reference in the “Tour Code” of the STD and lodged by the Airline with the DPC.

Value Code consists of 6 characters. 1 character control code, which Z, C, D, K and Q are carried out in BSP-Turkey, plus a 5-digit code provided by the airline. Commercial Agreement Reference (CAR) may, for internal control purposes be supplied by the participating airline to the agent for recording on the STD, in the “Tour Code” box following the value code by separator (“/”). * EUR-TRY exchange rate is applied as 1.50 in the below tour code samples. Code Z – Supplementary Commission Percentage on Gross

TOUR CODE

Z00030

FORM OF PAYMENT

CASH

FARE

EUR 600

EQUIV. FARE PD. TRY 900

TAX

TRY 50 TR

TAX TRY 20 DE

TAX TRY 30 FR

TOTAL

TRY 1000

CURRENCY

NR

CASH COLLECTION

TRY 900

CREDIT

BALANCE

COMM.RATE

7 %

TAX

TRY 100 XT

Z00030 means 3 % supplementary commission on gross (Cash collection + Credit Balance).


Cash Tax Gross Comm. Amount

Discount Net to be paid

900 100 1000 63

(900*7%) 27

(900*3%) 910

(810+100)

Code C – Supplementary Commission Percentage on Net

TOUR CODE

C00030

FORM OF PAYMENT

CASH

FARE

EUR 600


TAX

TRY 50 TR

TAX TRY 20 DE

TAX TRY 30 FR

TOTAL

TRY 1000

CURRENCY

NR

CASH COLLECTION

TRY 900

CREDIT

BALANCE

COMM.RATE

7 %

TAX

TRY 100 XT

C00030 means 3 % supplementary commission on net.



900 100 1000 63

(900*7%) 25,11

(837*3%) 911,89

(811,89+100)

Code K – Fixed Supplementary Commission Amount

TOUR CODE

K00050

FORM OF PAYMENT

CASH

FARE

EUR 600


TAX

TRY 50 TR

TAX TRY 20 DE

TAX TRY 30 FR

TOTAL

TRY 1000

CURRENCY

NR

CASH COLLECTION

TRY 900

CREDIT

BALANCE

COMM.RATE

7 %

TAX

TRY 100 XT

K00050 means 75 TRY (the TRY equivalent of 50 EUR) fixed supplementary commission.



900 100 1000 63

(900*7%) 75 862

(762+100)


Code Q – IATA Commission on Selling Fare (specified by the Value Code)

TOUR CODE

Q00400

FORM OF PAYMENT

CASH

FARE

EUR 600


TAX

TRY 50 TR

TAX TRY 20 DE

TAX TRY 30 FR

TOTAL

TRY 1000

CURRENCY

NR

CASH COLLECTION

TRY 900

CREDIT

BALANCE

COMM.RATE

7 %

TAX

TRY 100 XT

Q00400 means IATA Commission will be calculated from 600 TRY (the TRY equivalent of 400 EUR) and supplementary commission is the difference of 900 and 600 TRY (the equivalent of 600 and 400 EUR).



900 100 1000 42

(600*7%) 300

(900-600) 658

(558+100)

Code D – Net-Net Payable Amount of Airline

TOUR CODE

D00400

FORM OF PAYMENT

CASH

FARE

EUR 600


TAX

TRY 50 TR

TAX TRY 20 DE

TAX TRY 30 FR

TOTAL

TRY 1000

CURRENCY

NR

CASH COLLECTION

TRY 900

CREDIT

BALANCE

COMM.RATE

7 %

TAX

TRY 100 XT

D00400 means airline will receive 600 TRY (the TRY equivalent of 400 EUR) as net-net, irrespective of the fare.



900 100 1000 63

(900*7%) 237

(900-63-600) 700

(600+100)


14.8 ADMINISTRATIVE CHARGES

All references to Sections, Paragraphs and Subparagraphs below are references to Sections, Paragraphs and Subparagraphs as prescribed in Resolution 832 of the Travel Agent’s Handbook, unless stated otherwise.

14.8.1 Administrative Charges As per PAConf approval, the below mentioned administrative fees are valid as from 1st October 2011:

• Late or Dishonoured Remittance Recovery, and

• Reinstatement Recovery


14.9 CREDIT CARD SALES

14.9.1 General Subject to the authority of the ticketing Airline and the procedures set out in this manual, an Agent may accept Credit Cards and/or Charge Cards in full payment for ticket sales on behalf of the plated airline. Failure to comply with the procedures herein and/or the airlines policies may result in the transaction being billed as cash to the Agent’s Billing and once such action is taken, the airline will not retrospectively accept a card as payment for the transaction. Furthermore should a customer dispute and refuse to pay a transaction appearing on their Card Statement where such transaction was generated by an Agent, the airline will raise an ADM for the full value of the rejected transaction and the Agent must settle same. It is important that all Agents understand the general principles of Credit Card transactions. When processing a credit card sale, the Agent should always ensure card acceptance and follow customary safety precautions:

• Does the Airline accept Credit Card as form of payment?

• Does the Airline accept this type of Credit Card as form of payment?

• Is the credit card abbreviation valid? VI – Visa CA – Master Card (including Eurocard) DC – Diners Club AX – American Express Card TP – Airlines own UATP cards (ATCAN)

• Is the card offered a valid card?

• Has it been altered in any way?

• Has it been blacklisted by the issuing Card Company

• Does the signature on the charge form match with that on the card? (a local CC acceptance procedure may involve controlling the Card holder’s identity as customary)

• Is the Card within the validity date?

• Negotiate an approval code from the Credit Card company Whenever the passenger presents a credit card for any STDs (ET or V-MPD), agents must ensure that all the necessary security precautions are carried out before handing over the STD. V-MPD Sales against Credit Cards The agent must validate and issue a Credit Card Charge Form (CCCF), using the credit card in place of a CIP in the ticket imprinter. The agent must write the Airline code number in the appropriate box. The total on the Charge Form must equal the "Total" on the ticket, which must equal the "Credit Balance" plus the "Tax" and the equivalent total in EUR is also to be mentioned on the charge form. The charge form is to be signed by cardholder. ET Sales against Credit Cards Once the agent issues ET sold by credit card, electronic CCCF, produced by the reservation / ticketing system, should be used and CCCF must be signed by the cardholder. Manual CCCF is not used for ET sales. Where the agent improperly reports a credit card sale, it is converted into cash. The agent then has to collect cash from the cardholder.

14.9.2 Ticket Entry on Credit Card Sales When accepting the Credit Card on the behalf of an Airline the credit Card details shall be entered in the Form of Payment box of the ticket. Credit Card number must follow a specific format.


For Entry in the Ticketing System the Agents must control the applicable format with the Ticket System Provider. The format shall cater for Approval code and Date of Validity. For the Manual documents the entry in the Form of Payment box shall follow following format CCVI5456 6785 8574 8899 followed by the expiry date, 12/09 for example Where: “CC” indicates Form of Payment = Credit Card “VI” indicated type of Credit Card (in this case Visa) “5456 6785 8574 8899” indicates credit card number The approval code is entered in its own box.

14.9.3 Face to face transactions For face-to-face credit card transactions the Airline will hold Agents responsible if customary safety precautions were not taken and result in the Credit Card being rejected due to fraudulent use.

14.9.4 Non Face to face transactions These are transactions where the cardholder is not present at time of issue. Such transactions are either made by telephone or mail order or against signature on file. These sales are accepted at the risk of the Agent. Any charges in respect of disputed transactions will be passed back to the issuing office. Where a BSP Airline incurs a loss and such loss is attributable to an Agent’s failure to adhere to the instructions of the Airline in respect of credit card sales, the Airline may invoice the Agent for such loss. (In normal cases, an ADM will be issued by the Airline.)

14.9.5 Passengers Signature All Tickets issued against Credit Card require approval by the Cardholder. This is expressed by a cardholder’s signature. In those cases a Credit Card charge form is used (reporting procedures described in below paragraph) the cardholder shall sign the CCCF. In cases where the ticketing procedure will not require a CCCF the cardholder shall sign the Agent Coupon of the ticket. The agent submits the following to the respective airlines on the day of issue:

• electronic “CCCF” of ET,

• the printout of V-MPD and the appropriate CCCF copies (contractor invoice, contractor, and issuing airline),

14.9.6 Reporting of Credit Card Sales by IATA/BSP All Credit Card Sales are reported on the BSP Billing Analysis and Statement under a separate column. The commission amount is credited to the Agent in cash and as such is deducted from the total balance payable.


14.10 REFUNDS

14.10.1 General An Agent is permitted to effect refunds on STDs that were issued and reported by the Agent himself. In all other cases, prior permission must be obtained from the Airline whose document has been used. In all cases where prior permission to affect a refund must be obtained from the Airline concerned, either as a matter of policy or because the Agent cannot compute the refund himself, an Airline Refund Application/Authority must be issued. In BSPlink, the refunds are made via the “Refund Notice” and/or “Refund Application Authority” screens. In the case of ET refunds, the mentioned BSPlink refund modules have to be used according to the airline direction as “direct refund” or “indirect refund”, or GDSes refund module have to be used for direct refund of ET.

14.10.2 Direct Refunds (Refund Notice / Automated Refund) The mode of the refund (i.e. whether being direct or indirect) is specified by the airline, on whose behalf the ticket is issued. Direct refunds are reported as per the below procedures: The Refund Notice screen of BSPlink is to be used. The agent shall report only the “accountable coupons” of the STDs to the respective airlines on the day of refund. In the case of direct refund via GDSes, the agent shall report the “accountable coupons” of the STDs with the printout of the GDS's Refund Screen to the respective airlines on the day of refund. The definition of the “accountable coupons” above is ALL coupons of the STD except the “Agent” coupon. Please visit www.bsplink.iata.org for BSPlink agent manual.

14.10.3 Refund Application The mode of the refund (i.e. whether being direct or indirect) is specified by the airline, on whose behalf the ticket is issued. Indirect refunds are reported as per the below procedures: The Refund Application / Authority screen of BSPlink is to be used. The agent shall report the “accountable coupons” of the STDs to the respective airline in order to get authorisation. The definition of the “accountable coupons” above is those coupons subject to refund except the “Agent” coupon. Please visit www.bsplink.iata.org for BSPlink agent manual.

14.10.4 Credit Card Refunds Using BSPlink for refund transaction, Refund Notice or Refund Application / Authority screens should be used for STDs issued against credit card. Electronic version of CCRN doesn’t exist in BSPlink. For direct credit card refund, the GDSes system can be used as well. The mode of the refund (i.e. whether being direct or indirect) is specified by the airline, on whose behalf the ticket is issued. Direct and indirect refunds are reported as per the below procedures:

• DIRECT REFUND: The Refund Notice screen of BSPlink is to be used. The agent shall report the “accountable coupons” of the STDs to only the subject airline on the day of refund. In the case of direct refund via GDSes, the agent shall report the “accountable coupons” of the STDs with the printout of the GDS's Refund Screen to only the subject airline on the day of refund.


• INDIRECT REFUND: The Refund Application / Authority screen of BSPlink is to be used. The agent shall report the “accountable coupons” of the STDs to only the respective airline on the day of refund in order to get authorisation.

14.10.5 Handling of Refunds by IATA Members Under the provisions of IATA Resolution 824r, Members have agreed to expedite refunds on unused or partly used traffic documents in accordance with the following practices: Unused traffic documents Members will ensure that valid refunds on totally unused traffic documents are made or authorized not later than the following remittance date after the carrier receives the refund application from the Agent. Partly used traffic documents Members will ensure that refunds on partly used traffic documents are made or authorised by not later than two months after the carrier receives the refund application from the Agent.


14.11 REPORTING CALENDARS

14.11.1 General BSP-Turkey has two reporting periods per month and the agents must report their accounting transactions to the respective airlines. Automated transactions, such as electronic tickets and V-MPDs are not physically reported, but reported via the Ticketing System Providers or BSPlink. Once processing of the periodical data is completed by the DPC, the BSP system outputs (“agent billing analysis” etc.) are posted in the BSPlink on the Billing Date specified in the BSP Calendar. Then, the agents should view and download these output files and effect the respective payment to the Hinge Account, mentioned in Chapter 14.7.2, by the close of business of Agent Remittance (Fortnightly) Date specified in the BSP Calendar. As of 01 January 2005 (01-15 January 2005 reporting period and onwards); the ticketing, reporting and the currency of BSP remittance are TRY (Turkish Lira). The reporting calendar shows all-important dates of the BSP remittance process. Agents are obliged to check the dates in the calendar, which can be viewed and downloaded from http://www.iata.org/customer-portal/Pages/LocalResourceCenter.aspx (by selecting Turkey from “Select a country” and BSP – Travel Agent from “Search by topic”, and clicking GO).

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BSP Manual for Agents – Local Procedures · BSP Manual for Agents – Chapter 14 – BSP TURKEY...

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