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BSP Procedures Briefing 1 Competition Law & IATA This training is being conducted in compliance with the Provisions for the Conduct of the IATA Traffic Conferences. Pursuant thereto, we will not discuss fares or charges, nor are we allowed to discuss remuneration levels of any intermediaries engaged in the sale of passenger air transportation or any other competitively sensitive topics. 2 BSP Procedure Briefing Introduction to IATA Nordic and Baltic and the BSP Reporting Routines BSPlink Coffee break 1 hour 15 minutes into the session 3 Section 1 What is BSP What is BSP: A carrier neutral accounting system Historically use of neutral document Settlement mechanism for Airlines and Travel Agents Producer of reports and statistics System works within IATA Distribution and Financial Services Dependant on Agency Accreditation System of bank guarantees, Financial control Criteria control 5 What is BSP: Agents A B C D AGENT: Sell tickets on many carriers - Reports to one central point = BSP AIRLINE: Many sales outlets - Reports received from one central point = BSP AA BB CC DD Airlines 6 BSP -Billing and Settlement Plan JAPAN - 1971 SCANDINAVIA - 1986 Fully implemented 1988 7 2 BSPs – 8 Countries Sweden 1986 Norway 1986 Denmark 1986 incl Greenland and Faroe Islands Finland 1988 incl Öland Island Iceland 1990 Estonia 1993 Latvia 1995 Lithuania 2000 8 Customer support log a case with your problem on line www.iata.org/customer_portal_europe 9 10 Customer support E-mail : firstname.lastname@example.org Tel (N&B): + 46 8 51992462 (9-12.00hrs) Tel ( FIN): +358 (0)981710364 (9-12.00hrs) www.iata.se (General info about BSP Nordic and Baltic) or www.iata.fi (General info about BSP Finland) www.bsplink.iata.org (BSPlink and vMPD) www.iata.org/agenthome (resolutions) IATA code to be stated whenever in contact with BSP (email!) Primary service language: English 11 MANAGEMENT Travel FINANCE DEPARTEMENT SOLNA-SWEDEN Airlines Agents SCE Service Centre Europe BSPlink Customer Services BSP DPC Data Processing 10 Credit 4 Ticketing Card Systems Acquirers 8 Clearing Banks 12 Updated Agency Info Each Agent will inform IATA about any changes to: Contact person Ticketing System Provider Bank account no Info requirement for accreditation purposes: Change of Ownership, Change of Legal status, Name, address If you miss to inform IATA your agency could be closed with immediate effect! Advice us in advance of change!! You’ll find accreditation guides at: http://www.iata.org/ps/certification/accreditation-travel/branches.htm 13 Section 2 BSP Remittance Remittance = Payment The Agent remits according to the reporting calendar: Each country holidays are observed Reporting calendar on Customer Portal 15 16 17 Current until the end of P2 Dec 2009 18 Reports to be sent in to IATA Send in Annual report formated according to local legislation. IATA follow the same rules as the authorties in your country. Agents not providing requested AR within 30 days of request will be susspended. Each week delay will result in delay fee Action approved by the APJC 19 Direct Debiting System In order to be able to withdraw the monies from the agent account BSP need a power of attorney signed by the agent and registered by the clearing bank (DK/SE/NO) The form must contain the limit of direct debiting as well as signature of the authorized personnel. The form must not be limited to time periods . (NO) 20 Power of Attorney for Autogiro - NO Specific for Norway is top limit of amounts per month 21 Always Remember ! Inform BSP about change of the account at least 30 days in advance 22 IATA Resolution 818 IRREGULARITIES AND DEFAULTS 4 Irregularities in 12 months = Default action Dishonoured Remittance: 2 Irregularities No payment in 24hrs: another 2 Irregularities = Default action! = No ticketing! Agent CAN be reinstated following a financial review Bank guarantee for all reinstated agents after default. 23 Section 3 Ticket Issues 4 Ticketing Facilities AMADEUS GALILEO SABRE WORLDSPAN Any change must immediately be communicated to BSP! 25 Ticketing Authority Ticketing Authority is to be negotiated by the Agent from the airlines. BSP is not a part of this commercial process Airlines approve by updating via BSPlink. Control at your end! GDS will see your Authority tables Your Ticketing system will automatically be informed GDS given 24 hours by reso 854 In practical terms much faster vMPD might require separate authority 26 Conditions of contract… Must be handed over to the passenger (E-mail, printed, webb page) PDF for E-ticket can be found at IATA travel Centre: http://www.iatatravelcentre.com/tickets Remains of OPATB-2 Ticket Covers! 27 Selection of the Ticketing carrier First International Carrier Or First Transatlantic Carrier Or The carrier that has majority of TPM ( miles) in the ticket 28 Ticketing Carrier Selection Interline Agreement is prerequisite to mix carriers in same ticket When two carriers have own ET but have no interline agreement: Investigate is fare for 2 separate ET will be same and primarily issue 2 ET rather than a paper ticket when possible But check MCT Check thru possibility Will airline issue ticket vs vMPD 29 Passenger’s name Rules in Ticketing Handbook DOE/JOHN CHD ( optional 08, optional DOE/JOHNMR CHD) DOE/JOHN INF DOE/JOHN MR DOE/JOANNA MRS (MS) DOE/JOHN 19FEB66 More useful abbreviations: DEPA – Deportee with an escort DEPU – Deportee unaccompanied EXST – extra seat UM10 – unaccompanied minor – age 10 SP – Special needs pax- Use SSR line for details DIPL and COUR – courier STCR – stretcher 30 Passenger’s name Spelling of name: ICAO doc 9303 Follow machine readable portion of the passport Alliteration: ä=ae æ=ae ð=th ü=ue ö=oe ø=oe å=aa 31 Missing Traffic Document and CIP Report ….until last paper ticket is out there 32 Section 3 Ticket Issues sub-section vMPD Multi Purpose Documents in use BSP – Virtual MPD ( vMPD) Available on BSPlink Safety options favoured buy airlines Requires Cancellation request Refund via Refund Application GDS –vMCO Integrated into GDS back office option Cancellation within same day as issued Refund option decided by individual carriers Direct in GDS Refund Application Airline dedicated MCO Issued as exchanges to agency issued STDs 34 Virtual MPD/MCO Reason for issue Each airline tailors the available reasons Common use: PTA /ToD E-ticket not available to destination Third Party Service Deposit for Service Excess Luggage Rebooking/ Cancellation fee Use as per Individual instruction from Airlines 35 36 Section 4 Refunds Refunds Rules of refunding tickets are submitted in the respective note. Always consult Passenger Air Tariff or the airline before refunding the tickets. If in doubt use Refund Application Form on BSPlink and submit it to the airline 38 Refund Only documents issued by your Agency location. REFUND IN YOUR TICKETING SYSTEM Or issue a REFUND APPLICATION via BSPlink If not E-ticket send in flight coupons to be refunded and passenger receipt to the Airline together with a copy of the refund application DO NOT REGISTER THE REFUND APPLICATION IN YOUR OWN TICKETING SYSTEM 39 Refund of Taxes A Coupon may only be refunded once(!) If an agent has refunded a portion of a ticket (for instance tax only) same number may not be refunded twice. Instead ask the Airline to issue an ACM. 40 Refund of non-BSP documents is not allowed Exception: In connex reissues and if the original ticket has been issued by you and is a BSP document! Example: Client travels C/class with BA ticket issued by you; returns Y/class with 117 ; MCO on exceeding amount issued by SK Ticket issued against PTA on airlines own stock but against your original MPD Refund via ticketing system or Refund Application or request for ACM. 41 47 Refund Application Shall be addressed by the airline in the next period following that of issue Approved Rejected Under Investigation 48 Section 5 Credit Cards Issues against Credit Card Whenever presented with a credit card - take necessary security precautions: signature verification, validity of credit card, credit limit, blacklist check, approval code, check that issuing Airline accepts the credit card presented If credit card checked face to face and transaction duly signed on Agent Coupon or CCCF then the Airline takes the risk. If not the Agent takes the risk. Resolution 890 Agents may not use CC issued in the name of the travel agency or owner or employee of the travel agent for payment for airline tickets 50 CC Passenger 1 CC Acquirer BSP CC System 1 3 1 1 2 2 Data from 2 3 Billing 2 Report CCCF/CCRN Agent AIRLINE Supplied by airline 3 51 BSP Credit Card Report • Shows ONLY transactions where Airlines participate in BSP Credit Card Billing • Transactions where Airlines collect money on their own are only listed on Agent Billing Analysis and not on Credit Card Report CC may be collected by • BSP, (shown on CC list) • By Airline based on their BSP report (not shown on CC list, only on B/A) • or by Airline using CCCF (not showen on CC list only B/A) PCI compliance • all agents shall ensure PCI compliance at own location • BSP output sports masked credit card numbers 52 Section 5b Credit Cards subsection TASF Travel Agent Service Fee via BSP Issued in GDS Voluntary use (but need to sign up) Settled back to agent from BSP as cash Levels of fees A) to GDS B) to Credit Card Company 54 Levels of TASF fees 55 Section 6 Reporting to BSP Remaining Paper Tickets what to forward directly to the airline Reissued Standard Traffic Documents during the reporting; NB. Remember to attach reissued and validated documents! Refunded paper tickets clearly marked REFUND with bold letters and registered in your ticketing system. If supporting documents, staple BEHIND the coupon 57 BSP Processing BSP processes all incoming data GDSes BSPlink ADM/ACM, vMPD, Refunds data Cenral Billing Invoices MyIATA invoices and produces: Report for Airlines ( Daily and Reporting Period) Reports for Agents (Reporting Period) Data is fed to BSPlink Enhanced Functions (Reporting Period) Banking Orders ( Settlement Period) Credit Card Billing Invoices (Daily) 58 Correction of Sales By Airlines: ADM = Agency Debit Memo (invoice) ACM = Agency Credit Memo (credit note) By Agents: ADM Request ACM Requests 59 60 Undisputed = Pending Settlement Will be reported in next report = Under dispute period 61 Section 7 BSP Reports BSP output Available media: Electronic transmission / BSPlink https://www.bsplink.iata.org: Manuals available from login page Download centre Online Help available in the application Necessary Software Netscape 6.0 or Explorer 5.0 (or higher) to access the Internet WinZip to decompress reports Acrobat Reader to read the reports 64 BSP reports for agents: Main BSP Reports Agent Billing Analysis and Statement (PD 1+2) Provides detailed list of transactions Agent Consolidated Billing Statement (PD 2) Is your accounting supporting document – Provides amounts per Airlines To be saves according to Accounting Legislature of the Country Additionally Agent Tax Summary Report (PD 1+2) Credit Card Reports ( see earlier sections) Annual Sales report (PD 2 DEC) RET Load Error Report ( when applicable) 65 Agent Billing Analysis and Statement 67 68 69 Comments on Billing Analysis 70 RET LOAD ERROR REPORT -Produced for : -All Agents -All Airlines -All GDS’s Provides list of transactions not reported up to standards -Agent entry Errors? -GDS technical errors? 3 levels of remarks: -Warnings -Billing Critical -Billing Critical - Transaction is deleted (Deleted) Full list of warning and description is found on www.iata.se under reporting errors on the menu 71 72 Action required by the agent WN (Warning) analyse the problem, make sure not to repeat the error BC (Billing Critical) Contact Airline to ensure the proper settlement BC (Billing Critical) + error action Deleted Contact Airline to ensure proper setlement Some warnings are not neccessary to be corrected: The purpuse is to show the airline that it may be a problem 73 Typical Agent entry error: Credit Card Number confused ( too short or digits reorganised) Expiry date of CC passed Over refunded ( original and refund do not match) Refunded to wrong agent Same coupon refunded twice Tax code entered incorrectly Refunded to another airline Refunded ticket never reported in the first place 74 Typical System Provider Errors Incorrect data reported: (2+2 is not 4 ) Incorrect data reported: (bug ?) Data missing: Data reported twice? Logical conflict Incorrect serial number used for an agent 75 IATA ID Card Programme Identifies employees of IATA accredited Agencies Identification when travelling on AD tickets Identification when claiming traditional Industry Discounts Provides agents with access to a new discount system www.agentexperiance.com Industry Suppliers Non-industry suppliers Each year renewal Supplier verification www.checkacode.com Apply now at: http://www.iata.org/ps/certification/idcard/apply.htm 76 GOOD LUCK!
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