Issue date October 01st, 2018
Dear Agent,
With this document TUI AIRLINES Belgium dba TUI fly (TB/612) publishes the policy on AGENCY DEBIT MEMO (ADM) in accordance with IATA resolution 850m. The purpose of this document is to provide clarity for all circumstances under which ADMs will be raised.
This notice replaces any previous one. This policy can be subject to modifications through an official notice by TUI AIRLINES Belgium with 30 days of anticipation.
We take this opportunity to remind you that Travel Agents (Agent) are responsible for the proper issuance of tickets, in compliance with tariffs, rules, general conditions of carriage and instructions provided by the Carrier. Agent obligations are described in IATA Resolution 824.
The Agent is asked to inform passengers that the Carrier reserves the right to make inspections concerning the use of Traffic Documents (tickets) and to demand, if needed, the payment of the difference between the fare paid and the applicable one. If payment is refused, boarding may be denied.
The Agent should also inform passengers that the Carrier will honor every flight coupon only when correctly used.
TUI fly Belgium will issue ADMs to collect amounts or make adjustments to agent transactions related to the violation of TUI fly Belgium fare products, PNR and/or booking related transactions or the issuance and use of TUI fly Belgium traffic documents, issued by, or at the request of the agent, regardless of which airlines are included in the itinerary of the TUI fly Belgium traffic document.
Subject to agreement with the Agent, alternative uses of ADMs may exist: an ADM could also be issued for debits that are not directly related to Traffic Documents, e.g. deposits or penalties for group sales.
Unless there is justified evidence to the contrary, the agent owes the TUI fly Belgium the amount shown on the ADM as per the reasons outlined in the memo. The Carrier will endeavor to provide as much information and detail the reason a charge is being made in order to ensure its accuracy.
The purpose of the audit is to minimize the irregularities in issuing or managing tickets. Therefore, if the volume and types of anomalies are deemed to be above average, the Carrier will determine with the Agent concerned the most suitable solution.
Commission
No commission will be given to agencies for Ticket Sales or ADMs issued by TUI fly Belgium.
Creditcard Acceptance
The following creditcards are currently accepted in the markets
BE: MC, VI
US: MC, VI
GDS Procedures for extra Services
The passenger is allowed to take 20kg of luggage free of charge
Hereby the procedure to be followed for the extra luggage , Fly Deluxe, Premium Class Services: Bookable until 72 hours before departure.
- Send a mail to gds@tui.be to obtain a waiver code from Tui fly Belgium GDS Team
- reissue only 1 ticket with ADC (additional charge) of XXX Euro (xxx EUR x 2 Pax), to be collected with Tax Code MF (amount of extra service)
- include Waiver Code XXXX in Endorsement box (attention: only valid same day)
- send the new ticketnumber to gds@tui.be
- no refund is possible in case of cancellation
Refunds
Refunds may only be processed by the agent within 1 year after date of original issue.
ADM Minimum amount
The minimum amount fixed for the issuance of a single ADM is 5 EUR (or equivalent amount in local currency), excluding taxes / fees / charges for which the debit memo may be of lower value as well. Differences that are lower than the amount above mentioned, related to more transactions of the same kind and with the same memo reason, may be included in one single ADM.
This minimum value shall not be applicable in case of persistent errors also.
ADM Administrative Fees
To cover the cost of the audit process, TUI fly Belgium will levy a handling fee of 35 EUR (or equivalent amount in local currency) for each ADM (Tax-Code 6P is used).
Types of ADMs issued by TUI fly Belgium include, but are not limited to:
Reservations
TUI fly Belgium carries out systematic booking control by paying special attention to any incorrect procedure that may cause malpractice regardless of ticket issuance, thus generating a revenue loss and for which an ADM may be raised.
To avoid ADMs we recommend the following (all amounts are per person per ticket, unless mentioned otherwise):
Duplicate booking / dupe segments / alternative segments for the same passenger:
Do not create duplicate bookings for the same passenger and remove any excess segment/booking at the same time when booking the new one. All violations will be charged with the amount of 35 EUR (or equivalent amount in local currency) per booked segment.
False ticket numbers:
Do not enter false ticket numbers. Bookings which contain fictitious ticket numbers will be screened. Once identified, the full TB Y-OW Fare will be applied by ticket.
Fictitious names/Training/Test 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) or celebrity names (e.g. Mouse/Mickey, Bond/James) for any test purposes. Agents and GDS shall use a Test Environment for training purposes. Creating bookings for training using active sell segment status codes is prohibited. All violations will be charged with the amount of 35 EUR (or equivalent amount in local currency) per booked segment.
Bookings which contain fictitious names will be screened and is subject to automatic cancellation.
VOID Tickets:
A PNR containing uncancelled segments and voided tickets will be subject to the charge of the price of the uncancelled booked journey.
Waiting lists:
Remove any excess segment which will not be used in case of confirmation from the waiting list.
Not cancelled waiting list segments will be subject to a charge of 35 EUR (or equivalent amount in local currency).
Block Space by Individual Bookings:
No block space allowed by means of many individual bookings instead of the established group procedure. Such bookings are subject to immediate cancellation without previous notice. In case of already ticketed block space reservations, the full TB Y-OW Fare will be applied per issued ticket.
Churning:
Canceling and rebooking the same flight, class, date or route to circumvent the ticketing time limit of the fare rule is not permitted. Participating in this activity prevents other agencies from selling available space and ultimately block seats from all of our customers. The carrier reserves the right to send an ADM of 35 EUR per segment (or equivalent amount in local currency) for each reservation where this repeated cancelling and rebooking actions exceed an acceptable level.
Segment removal:
whenever TUI fly Belgium changes the advice code to UN, NO, HX, TL in GDS Amadeus (equivalent codes in 3rd party GDS), these segments must be removed from the PNR no later than 48 hours prior to flight departure, otherwise TUI Airlines Belgium will charge the amount of 35 EUR or equivalent amount in local currency per passenger segment.
Passive segments:
TUI fly Belgium does not allow the booking of passive segments. We will charge the amount of 35 EUR (or equivalent amount in local currency) per passenger segment, irrespective whether the passive segment will be removed from the PNR or not.
Above fees are applied on all classes on TB operated flights or code-share flights under TB flight numbers. The policy aims at offering Agents and Customers a better seat availability by reducing the bookings which are not materialized or are not handled in a proper manner, but are merely blocking valuable seats.
Fare Violations
Incorrect fare combination and combinability (e.g., routing and sales restrictions)
Incorrect fare value (under collections)
Minimum/ Maximum stay, advanced purchase rules
Seasonality, flight applications
Stopovers and transfers
Incorrect RBD (booking class), on TB and on other Airlines
Incorrect Fare Basis
Open/ waitlisted sectors (where reservation is required)
Commission Violations
Incorrect application.
Over-collection of standard and supplementary commission.
Service Fees, Surcharges and Taxes
Incorrect collection of taxes and surcharges
Missing taxes/ surcharges
Wrongly altered taxes/ surcharges
Refund Violations
Incorrect calculation of refund amount, taxes and surcharges
Incorrect application of cancellation penalty
Incorrect calculation of refund commission amount
Incorrect form of payment on refunds (versus sale)
Exchange violations
Missing/ under collection of additional collection (both autopriced and non-autopriced tickets)
Missing rebooking fees (calculated per transaction)
Other violations such as but not limited to:
Invalid/ no ticket agreement and incorrect ticketing according to IATA resolution 852
Double refund (processed through BSPLink and manually)
Chargebacks are subject to an additional fee of 35 EUR to cover the costs.
Transactions not reported by the agent on time through BSP/ ARC
The Agent shall dispute ADMs within the time frames as per IATA resolution via BSPLink or ARC Memo Manager
When logging a dispute the Agent will provide the reason for dispute and the contact details (e-mail address and/or phone numbers) for any clarification or supporting information needed. Failure to provide the reason for dispute will lead to rejection of the dispute.
The Carrier will endeavor to handle the ADM disputed in a timely manner, at most within 60 days of receipt of the dispute. In this regard we remind that the raising of the dispute via BSPLink suspends the billing and payment of ADM, until the dispute is not defined.
The Carrier will examine the reasons for the dispute and will approve it where it is proved that the charge was wrong/not due and/or evidence to the contrary is provided. In case of full approval of the dispute, the Carrier will delete the ADM, in case of partial agreement an Agency Credit Memo (ACM) will be issued for the value accepted.
Disputes can only be accepted if the waiver has been given in written form, if the refund, reissue or revalidation has
been made as a sign of goodwill by TUI fly Belgium. Verbal authorization will not be accepted.
1. Stage – ADCM Contact: tb_team@maureva.com
2. Stage – Commercial Issues: gds@tui.be
Thank you in advance for your cooperation.