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BSP Training to Airline

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BSP Training to Airline

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  1. BSP Training to Airline IATA HK 30 May 2006

  2. IATA HK • IDFS: AAS, BSP, CASS, DPC • Address: • 1203 Harcourt House, 39 Gloucester Road, Wanchai • Contact: • 2528-9321 (Tel) 2520-0329 (Fax) • Web site & email address: • http://www.iata.org/hk • cshkg@iata.org • Office hours: • 0830-1230 & 1330-1730 (Monday - Friday) • Regional offfice: • North Asia regional office in BJS

  3. IATA HK - Contacts

  4. Agent (225) Airline (73) CRS (6) IATA HK DPC BJS ACCA ITS BJS Clearing Bank Citibank Acquiring Bank (6) BSP HK BSPlink

  5. Ticketing System Providers

  6. Airline Charges (I) • BSP joining fees • USD 10,000 - HK & MO • one-off payment at the time of participation • Standard Traffic Document (STD) charges • USD 0.062 (HKD 0.484) per coupon • monthly collection via global charging structure • Data Processing (DP) charges • USD 0.013 (HKD 0.101) per transaction • monthly collection via global charging structure

  7. Airline Charges (II) • Local Management Fee (LMF) • 50% equally shared by all airlines, 50% in pro rata to UTP & remittance $ • annual amount advised by IATA HQ & re-cut at year-end • quarterly local collection by ACM • BSPlink login fees • USD30 per login (non-IATA airlines only) • monthly local collection by ACM • Charges for optional product • monthly local collection by ACM

  8. Agent - Monitor/Control • Assessment before approval • Annual financial/staff/STD review • Bank guarantee from agents who fail assessment • Ad hoc on-site STD/staff audit • Ticket limit • Working supply of ticket stock • Industry Trust Fund

  9. Industry Trust Fund • Protection of 30% to airlines • Disbursement after all efforts of recovery • Fund managed by TIC • Agents contribute $3 per valid ticket • Reimburse agents when fund > $10 million • Reimburse agents when agents relinquish • New Terms & Conditions finalized in July 2005

  10. 3 Airline Working Group • Local Customer Advisory Group (LCAG) • CX, CI, KA, JL, MH, LH, LX, NX, OZ, QF, SQ, TG, UA, IATA • advise to ISS management on local customer service issues • Executive Council (EC) • CX, JL, KA, MH, SQ, TG, UA, IATA & 7 agent representatives • consider all aspects of agency program • ISS Operation Working Group (IOWG) • BA, CI, CX, GF, JL, KA, KL, LX, MH, NH, QF, SQ, UA, IATA • follow up LCAG issues & make recommendations  meeting minutes to all airlines by email

  11. BSP Operations Please refer to BSP calendar (P. 1-2)

  12. Resolution 832 Section 1 4 irregularities within 12 consecutive months  DEFAULT admin charge  HKD/MOP 500.00 per transaction

  13. Void Ticket Charges • Total allowance of 15%: • 7% for technical voids • 8% for other voids • 3-tier void ticket charges • 20% >no of void > 15% ($15 @) • 50% >no of void > 20% ($30 @) • > 50% ($150 @)

  14. Unreported Transaction • 1st instance • $500 per transaction • 2nd instance • 1 irregularity + penalty of 50% of gross fare to airline • 3rd instance & onward • 1 irregularity + penalty of 50% of gross fare to airline + $500 admin charge to BSP penalty to airline - minimum $1000 & maximum $5000

  15. Documents ISS Service Provisions-Passenger BSP Calendar agent sales summaryP(P 3-4) BSP statisticsP(P 5) IATA Agency ListQ(P 6-11) ticket limit listQ(P 12-13) ticket distribution listM(P 14-15) IDFS HK Updates (P.16) airline contact (P 17-26) Document for Airline Forms • ECCB participation(P 27) • airline contact(P 28) • refund grid(P 29) • refund eligibility time frame (P 30) • BSP Quick Reference (P 31) • email address (P 32) D  Daily M  Monthly P  Bi-monthly Q  Quarterly

  16. Document for Agent • BSP Calendar • Travel Agents Handbook Resolution 810 • BSP Manual for Agents • BSP Quick Reference (P 33-35) • Refund Grid (P 36) • Refund Eligibility Time Frame (P 37) • BSP Newsletter (P 38)

  17. Standard Admin Forms • Refund Notice (P 39) • Universal Credit Card Charge Form

  18. Standard Traffic Document • Auto Ticket • on OPATB2 coupon • Flight Coupon, Agent Coupon, Pax Receipt, Credit Card Charge Form • E-Ticket • on plain paper • share same pool of ticket number & same ticket limit with ATB2 • Flight Coupon, Agent Coupon, Pax Receipt, Credit Card Charge Form • Auto MCO • on OPATB2 coupon • separate ticket limit & ticket number (form code: 191, 192) • Exchange Coupon, Agent Coupon, Pax Receipt, Credit Card Charge Form

  19. OPATB2 Net Payable = 952-[(952+20618)*9%]+118 = - 871.30

  20. ET on Plain Paper ABACUS TRAVEL ETKT **AGENT COUPON** 99999992 **ITINERARY** CATHAY PACIFIC AIRWAYS 1 OF 1 CGHDLR/1B CX 504B HKGNRT 10APR CHAN/TAI MAN MR BEE17 12MAR03 OCX 509B NRTHKG 15APR BEE17 SUBJECT TO REFUND CHARGES HKG CX TYO Q4.23 446.22CX HKG446.22NUC896.67END R OE7.798680SITI HKD 7000 80HK FP/VI4100000000000001 M00880009/06 134SW FCI04 40YR HKD 7254 160 9698127788 2 PRI FFVV 7766/ HKD 7000 0700254

  21. ET in HK • Implemented in 1998 • Certified ET system providers • Abacus, Sabre, Amadeus, Worldspan, Galileo, TravelSky • test not required if launched in other BSP via same GDS • IATA ET target • 40% by 2005 ! • 72% by 2006 !! • 100% by 2007 !!! • ET implementation Stat(P.40) • Reissuing Paper Ticket into ET(P.40)

  22. Auto MCO

  23. Auto Ticket & AMCO in Billing Analysis Comments: Tour code  Credit Card details  RFIC

  24. Ticket Limit • Controlled by CRS • Limit in terms of number of ticket per period • Airline decide on total ticket limit • Agent decides allocation among CRS (P 41) • New authorization or permanent change • must be coordinated by IATA office • inform IATA 1 working day in advance • effective from 1st day of next BSP period • Temporary change • airline liaise with GDS directly

  25. Remit Schemes Normal & 3 Net Remit schemes:

  26. Credit Card Sales • By default, for normal tickets only • Net fare on credit card at individual airline’s discretion • NR2A • airlines absorb all merchant fees • implementation without involvement of IATA • NRCC • airlines absorb merchant fees on net-fare • agents absorb merchant fees on mark-up • Inform IATA at least 1 month in advance before implementation • Refund with airline directly • Daily ECCB processing

  27. Credit Card Charge Form • 2 types of CCCF • automated ATB CCCF coupon • manual CCCF (submission of CCCF required only) • Submission • 1st 3 cps of CCCF + copy of agent coupon (submission of CCCF required only) • Reporting deadline • 2 working days after ticket issue • penalty at HKD 500.00 per transaction • Reconciliation • DPC follow up unreported cases • reconciliation report to airline at the end of sales period

  28. Output for Airlines • 2 daily output: • CSI for airlines report (invoice report-RPAICCDT) • Daily credit card summary (RPAIDCSM) • Zipped into 1 file • HKafXXXX _yyyymmdd_eccbyymmdd.zip • CCCF sent to airlines by DHL every Monday

  29. Invoice Report & Summary • Invoice report (RPAICCDT) (P. 42-44) • details of every credit transaction • filename: HKafXXXX_yyyymmdd_adhi00.pdf • Invoice summary (RPAIDCSM) (P. 45) • total sales per card • total sales of all agents • filename: HKafXXXX_yyyymmdd_dcsmhi00.pdf

  30. Refund Procedures Refund with BSP or Airline? Check against BSP Quick Reference No( in-Direct Refund) Yes (Direct Refund) BSPlink Refund Application Auto Refund Refund Notice Printout Refund Notice + + Supporting Documents Supporting Documents Separate envelopes Sort in ascending for different Airlines order Send to BSP as part of report submission Send to BSP as part of report submission

  31. Auto Refund • For tickets refundable with BSP • Refund Notice not for reconciliation purposes • Exceptions • net refund amount with decimals • commission rate has decimals • late MCO from airline • no ticketing authorization • guidelines for agents

  32. Auto Refund - Refund Notice Calculation of net refund amount: 1. Net Refund = (6990*.93)+120+93+234-125=6822.70 2. Net Refund = (6990+120+93+234-125)-(6990*0.07)=6822.70

  33. Auto Refund - BSP Report (Cash)

  34. Auto Refund – BSP Report (Credit Card) • Balance Payable (CC sales only) = -357.70 (recall commission) • Balance Payable (Cash+CC) = -18.00 (Transaction Cash – Taxes – Commission)

  35. Auto Refund – (Credit Card) 954

  36. Refund Notice

  37. BSPLink Refund Application workflow Agent issue RA in BSPlink Agent submit RA printout + supporting docs to airline Airline check if docs are complete & refund is valid Yes No Airline calculate or check ref amount Airline reject RA in BSPlink Airline check if refund is credit card (submission of CCCF required) Agent follow up RA Yes No Airline enter & auth ref amount in RA Airline send refund to their HO Airline reject RA in BSPlink Ref amount auto inclusion in report

  38. Refund Application (I) • Use BSPlink Refund Application form (P 46) • paper refund application not accepted (except basic agents only) • Refund Application number • prefix “5400” + 6-digit serial number • Submission to airline directly: • Printout + Flight Coupons + Passenger Coupon • Printout + Electronic Ticket record (E-ticket) • “Refund to Passenger” is gross refund amount • Net Refund = Refund to Pax - Commission

  39. Refund Application (II) • Authorize or reject • airline start processing upon receipt of documents • auto inclusion in current billing once authorized • Operations • airline can only modify the stub area • agent can delete or modify if not authorized • airline cannot delete when authorized • value in "Sub total credit" is exactly the amount to be refunded to the cardholder via credit card company

  40. Refund Application Query Authorize or reject

  41. Refund Authorization & Rejection 0 Click to reject Click to authorize

  42. Refund Authorization Airlines Remarks

  43. Refund Application – Credit Card credit card number

  44. Refund Application in Billing–Credit Card

  45. Airline – ECCB report Airline – Billing report Refund Application in Billing – Credit Card

  46. Refund Application in Billing - Cash

  47. ADM & ACM Workflow Airline issue ADCM in BSPlink Agent dispute the ADCM Yes No Agent provide additional info or doc to airline ACM auto inclusion in current report ADM will be automatically kept on hold for 14 days Airline deactivate ADCM in BSPlink Airline investigate if dispute is honourable No Yes Airline delete original ADCM in BSPlink Airline activate ADCM in BSPlink Airline raise ADCM of different amount ADCM auto inclusion in report Yes No AL raise new ADCM No further action  IATA Resolution 850m ADCM in report

  48. ADM & ACM Issuance • 2 options BSPlink: online form & upload • Operations • “Reason for Memo” – 20 lines x 45 • no modification once issued • can delete or deactivate if not billed • ADCM number • ADM – “60” + 3-digit airline code + 5-digit serial number • ACM – “81” + 3-digit airline code + 5-digit serial number • Fare & Tax • for ADM, Airline’s Calculation > Agent’s Calculation • for ACM, Airline’s Calculation < Agent’s Calculation

  49. ADCM Form specify billing period (ADM will be automatically kept on hold for 14 days) only “Difference” will be reported

  50. ADM & ACM Query (I)