TURKISH AIRLINES RESERVES THE RIGHT TO AMEND/ ABOLISH THIS DOCUMENT.

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2 Contents Introduction GENERAL APPLICATIONS Contact Time Limit to Issue ADM Minimum ADM Amount Service Fee Disputes Discount Documents Violations/Irregularities Beyond Agency s Control RULES FOR SALE PROCESSES Ticket Validity Rules for Rebooking and Rerouting Changing of Domestic Flights in International Tickets Rules for Exchange Applications Rules for Reissue Applications Rules for Refund Applications Refund Validity and Refund Rules RULES FOR RESERVATION Definitions Reservation Procedures Speculative/Fake Reservation Passenger Follow-up /Test Reservations Ineffective Reservations Married Segments Duplicate Reservations Inactive Reservations

3 Ticketing and Time Limit Rules Group Reservations OTHER IMPORTANT RULES Coupon Status Refund of YR Tax No Show Penalty Fare/ Class Differences Duplicate Ticketing and Reservations

4 Introduction Dear Travel Partner, In an effort to eliminate preventable cost and effort and to offer our customers the best possible service and availability, Turkish Airlines cautiously reviews all reservation activities, at the same time addressing avoidable GDS costs. This document shall provide you a clear overview of the conditions under which an ADM will be issued and explains the rules that Turkish Airlines applies to ensure the proper issuance of tickets, in compliance with tariffs, rules, general conditions of carriage and other instructions provided by Turkish Airlines, IATA and the GDS. Infractions made and/or not corrected will result in an Agency Debit Memo (ADM), in accordance with IATA-Resolution 850m. Please take a moment to review the booking and ticketing applications listed and described below. We thank you for your support and co-operation and look forward to assisting you in case of any further questions. 4

5 1. GENERAL APPLICATIONS Turkish Airlines endeavors to provide as much information as possible on an ADM for its reason. Turkish Airlines reservation and ticketing rules are valid for all IATA and non-iata agencies indicating GDS s convenient usage limits. These all rules aim to protect from penalty and sanction applied by airline. Agency employees are responsible for knowing THY current rules and applications. Agencies responsibility starts when they reach reservation system. Rules which are related to reservation and ticketing processes which are done by agencies are indicated in the number of 830d, 824, 850m instructions of IATA with all details. Agencies have to make ticketing according to IATA General Rules and also fares, notifications and regulations published by Turkish Airlines. Turkish Airlines reserves the right to issue ADM in case of determining any airlines damage subject to any inconvenience about fare and fare rules. Turkish Airlines can apply additional sanctions in the cases that the damage detected which purposely given to the partnership. These rules will be beneficial for all business partners in case of depending above rules and also make all business partners possible to generate more quality service for passengers Contact You can contact with sale office that you depend for your ADM problems Time Limit to Issue ADM Turkish Airlines issues ADMs within 9 months after the last date of travel (IATA Res.850M 3.1), and makes all efforts to issue them quickly and accurately. However, there are two exceptions that 9 months rule does not fall into. 5

6 -Tickets issued by directly Turkish Airlines (online, sales office, ticket counter etc.) have a 1 year time limit. -Suspicious conditions/audits and inspections/ intentional processes have no time limit Minimum ADM Amount Turkish Airlines indicates minimum ADM amount for agencies and don t issue ADM for these tickets which are under this amount. But if there are tickets more than one due to same reason, ADM is issued collecting all amounts. Minimum ADM amount application is not valid for commission, tax and fraud processes Service Fee Turkish airlines may charge service fee for right ADMs informing agencies before application Disputes An agency can dispute an ADM issued by Turkish Airlines. Disputes can be processed in accordance with your sales method below: BSP : Choose ADM Dispute from BSP link. ARC : Through ARC Memo Manager Troya : Contact the office you are associated with In case you decide to dispute, please remember the following: Please deliver your dispute within 15 days. Disputes undelivered within this period will not be admitted. Please study your ADM carefully and reply in the time allocated, otherwise your dispute will not be valid. Please submit your written dispute including any and all documents to support it. 6

7 1.6. Discount Documents All discounts applied may require back dated documentations, therefore all necessary documents should be present at the time of the issuance of the discount. Remember to keep those documents since they may be required from time to time for audit purposes. Unless otherwise specified, discount documents must be kept for two years Violations/Irregularities Beyond Agency s Control Turkish Airlines will not issue ADM because of technical difficulties which agencies face. ADMs which are detected as the result of auditing of tickets are upgraded to first applicable fare in the fare scale. 2. RULES FOR SALE PROCESSES 2.1. Ticket Validity Unless otherwise specifically provided in the fare note, the validity for totally unused tickets is one year starting from the issue date of the original ticket and for the partly used tickets it is 1 year from the first date of travel. Ticket can be used depending on the fare validity (maximum stay) once travel starts. Unless otherwise stated in the applicable fare notes; for the unused ticket, the validity, in case of reissuing new ticket, is 1 year starting from the first flight day. If new ticket is not used and is issued as an open ticket, the validity of the new ticket shall apply starting from the new issue date and it is 1 year again. In case of re-issuing the new ticket once again (i.e. re-issuing the same ticket for 2 times over and over) the validity of the new ticket is again 1 year starting from the issue date if it is an open ticket and again 1 year starting from the date of first flight if it is not an open ticket. 7

8 Example 1 Totally unused ticket issued on 08JUN12 presented for reissue on 06JUN13 for a travel commencing on 07 JUN 13 Such ticket will have a validity till 07 JUN 14 Example 2 Totally unused ticket issued on 08JUN12 presented for reissue on 08JUN13 for a travel commencing on 12OCT13 Such ticket will have a validity till 12OCT Rules for Rebooking and Rerouting Changing of Domestic Flights in International Tickets In case of adding into a domestic segment or removing from a domestic segment from an international ticket; In case of rebooking (*) or rerouting (*) a domestic segment of an international ticket; If the fare notes allow changes without penalty; if any penalty, collect fare and tax difference. If the fare notes do not allow changes without penalty, then the penalty should not be collected only for the domestic flight. If penalty is applicable, fare and tax difference should also be collected. If the fare notes do not allow any change, then should not be changed. Note that if there is no-show in the domestic part of an international ticket, then all no-show restrictions have to be applied under all circumstances. With a ticket issued in economy and comfort class, a passenger can be permitted to switch to a higher class (business class) on the same date and in the same flight by reissuing the ticket provided that the fare difference is paid. In this case, change penalty should not be collected, if there is. (This does not cover special upgrade promotions which are planned for comfort and business class upgrades at various times.) In case of other changes, current applications should be kept. (Domestic tickets issued in TRY, Miles & Smiles tickets and all non-revenue tickets are out of scope.) 8

9 Unless otherwise stated in the fare notes, exchange penalty for an adult is exactly the same for a child. In case of exchange, the penalty shall not be collected for an infant passenger if he does not take up a seat. (*) In case O&D system does not allow partial cancellations, related fine should be collected if the international flight is affected by the cancellation and the date as well as the time of the international flight changes. It is because of the fact that this kind of change in not a change in the domestic flight any more. However, the relevant fine will not be collected as long as the date and the time of the international flight remains unchanged even if the class changes in the recent flight. Example: Original flight 1 TK2159 Y TU 25JUN ESBIST HS1 X Y M01.1E 2 TK1029 W TU 25JUN ISTSOF HK Y M01.2E In case of cancellation of domestic segment by X1 PARTIAL CANCELLATION IS NOT ALLOWED FOR THIS MARRY GROUP In case of conveying a domestic flight to another one such as.1/tk2117; REQUESTED CLASS IS NOT AVAILABLE FOR THIS MARKET If the system rejects the cancellation through warnings above, as a final applicable resolution:.1ox 0TK2117Y25JUNESBISTNN1 With this entry, the new flight is found by RTDP and the former flight is cancelled as below: RTDP DENIED - OX CONDITIONAL MARRIAGE CANCEL This means that cancellation of a domestic segment alone is not accepted as an appropriate application by O&D system. Married segments must be cancelled all together and should be reissued. As a result of this, if no seat in the same class is left behind and a different class is accepted, fine will not be collected. 1 TK2117 Y TU 25JUN ESBIST HS1 X Y M01.1E 2 TK1029 S TU 25JUN ISTSOF HK Y M01.2E 9

10 2.3. Rules for Exchange Applications Exchange is converting a totally unflown ticket to a new ticket as a result of the passenger s request for a change of flight number, date, route, class or cabin. Exchange is conducted on the basis of applicable IROE and fares of new flight on the date of the transaction. If fare notes include the fare note New fare may be equal or higher for a totally unused ticket; even if the fare of the new international journey is lower, new journey will be reassessed on the basis of equal or higher fares. Since it is not possible to refund by lowering fares, you should conduct your transaction with equal or higher fares. (Passenger can be advised so if refunding the ticket and issuing a new ticket is in favor of the passenger). If fare notes include the fare note New fare may be lower, equal or higher for a ticket to be exchanged, refund EMD can be issued in case the class of lower fare is available. The amount to be refunded is calculated in the currency of the original ticket and is exchanged to the currency of the transaction by applicable exchange rates of the sales office (FZS). Then EMD can be refunded. In case both refund and ADC (additional collection) occur after reassessment, EMD will be issued without netting. The passenger can pay the ADC by any kind of form of payment he prefers. If there is any outstanding balance as a result of exchange, then EMD can be issued both for TK and agency tickets. Such EMDs are valid only for refund applications and they can be refunded in 2 years starting from the issue date of the original ticket. While exchanging a ticket, even though the local fares of new ticket and original ticket are the same, there can exchange rate differences. In such cases, if the exchange rate is higher, it should be collected. If it is lower, it should be refunded to the passenger. Tax on the ticket having the same level and the same codes are subject to the same application. Higher amount of tax should be collected and lower amount of taxes should be refunded to passenger. Example: USD TR tax equals to TRY on 11th April (issue date of the original ticket) and USD TR tax equals to TRY on 12th June (exchange date) If the difference between new and the original fare and the difference between new and the original tax level are positive, it should be collected; but if they are negative, it should be refunded by issuing EMD. 10

11 Penalties should be converted to the local currency of the country of exchange by using the applicable currency rates. Ticket service charge (DU) should be converted to the local currency of the country of exchange by using the applicable rates of the Sales Office of Turkish Airlines on the date of transaction in accordance with the regional applications of Marketing & Sales Department of Turkish Airlines Rules for Reissue Applications After the commencement of the travel, the passenger may request flight, date, route, cabin or a class change. In this case, the original ticket should be reissued to a new ticket based on the fares valid on the original ticket s issue date. Irrespective of currency used, the ticket can be reissued outside the original country of issuance after the commencement of the travel, but reissue must be done by the pricing commands including original ticket date and original ticket city code. If fare notes include the fare note New fare may be equal or higher for a partly used ticket; even if the fare of the new international journey is lower, new journey will be reassessed on the basis of equal or higher fares. Since it is not possible to refund by lowering fares, you should conduct your transaction with equal or higher fares. (Passenger can be advised so if refunding the ticket and issuing a brand new ticket is in favor of the passenger). If fare notes include the fare note New fare may be lower, equal or higher, refund EMD can be issued in case the class of lower fare is available by lowering the fare. The amount to be refunded is calculated in the currency of the original ticket and is exchanged to the currency of the transaction by applicable rates. (BSR) (FZS). Then EMD can be refunded. In case both refund and ADC (additional collection) occur after reassessment, EMD will be issued without netting. The passenger can pay the ADC by any kind of form of payment he prefers. If there is any outstanding balance as a result of reissue, then EMD should be issued both for TK and agency tickets. Such EMDs are valid only for refund applications and they can be refunded in 2 years starting from the issue date of the original ticket. While reissuing, there may be rate differences in local currency and the currency of the country of the reissue may also be different from the local currency as well. In this case, applicable 11

12 exchange rates (FZS) of the transaction date should be used in order to convert local currency to the currency of the country of the reissue. The change penalty shall be converted to the local currency by using the applicable rates where the transaction has been done on the date of transaction. Ticket service charge (DU) should be converted to the local currency of the country of reissue by using the applicable rates of the Sales Office of Turkish Airlines on the date of transaction in accordance with the regional applications of Marketing & Sales Department of Turkish Airlines. Before refunding or reissuing an electronic ticket, it is important to check the electronic ticket s status which you will reissue or refund. If the coupon status is either flown or checked-in and if you still reissue or refund, ADM will be issued for this transaction. REISSUE APPLICATION HAS BEEN CHANGED AND WILL BE APPLIED FOR TICKETS ISSUED ON AND AFTER DECEMBER 2, 2013 AS STATED BELOW; Where any fare is combined with another fare and only one fare component is changed, the penalty conditions of the changed fare component will apply for reissue & no-show. When more than one fare component is being changed, the highest penalty (more restricted) of all changed fare components for reissue & no-show will apply. Revalidation will no longer be used except miles tickets, pass tickets, VIP / free upgrade applications and involuntary cases. In case of reservation changes, reissue / exchange applications should be used in order to change flight / date / time Rules for Refund Applications Refund Validity and Refund Rules TK tickets, EMDs and MCOs are valid for refund up to two (2) years from the date of issue of the original ticket. Ticket will lost validity for refund after two years from the date of issue of the original ticket although it is still valid for travel. 12

13 All fare notes of reissued/exchanged tickets should be checked retrospectively and refund restrictions should be studied carefully in case of refund in 2 years after the issue date of the original ticket. If domestic sector of an international ticket has been used and if the passenger requests a refund, then recalculation should be done on the basis of after departure fare notes even if the international sector of the ticket has not been used and the calculation of the flown domestic sector should be done in EUR of domestic fares. If the ticket is subject to no-show for the domestic sector of an international ticket, all noshow restrictions on fare notes should be applied in case of reissue/refund. Refund amount will be calculated by using applicable rates of the issue date of the original ticket in case of refund application (For example tickets issued in Turkey in TRY, but calculated by EUR fares). If a ticket (totally unused/partially used) is not refundable in terms of fare notes, unused YR tax will not be refunded as well. Unless otherwise stated, all unused taxes shall be refunded. It is possible to end up with (-) value in case of refund for a refundable ticket (i.e. there may not be any fare for refund, on the contrary it is possible to encounter negative values to refund in local fares). You cannot deduct this negative value from the refundable taxes. Moreover, all refundable taxes should be refunded even if there is no refundable amount for the original fare. If the fare note for the use of coupons respectively is breached by the agency, call center, sales or check-in employee as a result of passenger request (even if the system allows to do so), and if the unused section of the ticket is refundable, the fare of the used coupons and the used taxes should be calculated, then the outstanding balance should be refunded. A ticket issued in an abroad TK Sales Office can be refunded in another abroad TK Sales Office if the same currency is used in total section of the ticket. Tickets also issued by USD, EUR, GBP, CHF, JPY, KWD, SEK, NOK, AUD, CAD, DKK currencies can be refunded by getting approval from the issuing Sales Office. In case exchange rates are not present, IATA clearing House rates can be used. 13

14 A ticket issued by an abroad TK sales office in all currencies (except issued in Iran and Sudan) can be refunded in in Turkey by getting approval from the issuing Sales Office. In case exchange rates are not present, IATA clearing House rates can be used. If there is a refund penalty in fare notes; - If the penalty currency and the local currency are the same, you should deduct the penalty from the local fare. Example : Fare: EUR / Penalty EUR = Refund EUR - If the penalty currency and the local currency are the same, but converted to another currency; penalty should be converted to the currency of the country of payment by using applicable rates of the issue date of the ticket. Example: Fare: EUR EQU TRY (15 FEB) Penalty: 100 EUR, FZSEUR100.00TRY (15FEB) = TRY Refund: TRY TRY237.00= TRY If the penalty currency and the local currency are different, penalty should be converted to the currency of the country of payment at applicable rates of issue date of the ticket. Example : Fare: 7200MAD EQUTRY (15 FEB) Penalty: 100 EUR FZSEUR100.00TRY.15FEB = TRY Refund: TRY TRY = TRY Refunds conducted by a credit card have to be refunded to the passenger whose name appears on the credit card which was used for payment. This is an IATA rule. IATA rules states that; Refunds of the ticket for transportation paid by Credit Card will only be made to the Credit Card Account of the person to whom such Credit Card has been issued for. (As per IATA Passenger Air Tariff, General Rules, ) Unless otherwise stated in the fare notes, refund penalty for an adult is exactly the same for a child. In case of any refund, the penalty shall not be collected for an infant passenger if he does not take up a seat. 14

15 Therefore, before starting to follow the related procedure, all processes must be executed by checking below mentioned dates. In case of refund, the original issue date of totally unused tickets (2 years), In case of exchange, the issue date of exchange ticket (1 year), For the tickets partly used, the date of first flight coupon (1 year + applicable fares notes stated duration 3. RULES FOR RESERVATION All procedures completed by agencies are monitored closely and all violations / irregularities are reported periodically. All procedures that are considered as violations of the reservation procedures will result in an ADM of EUR for each PNR except MS Violation/ System Abuse procedures. Any violation that will be considered as such will result in an ADM of EUR per passenger within each PNR Definitions Speculative/Fake Reservations: Reservations made to fill sales quotas with fake names or nonexisting passengers. Passenger Follow-up /Test reservations: Reservation made for test/training of employee/passenger follow up (to issue an itinerary or an invoice) Repeated Reservations: Repeated reservations are those reservations that are created and cancelled continuously which aim to postpone the reservation or those which aim to fill the sales quota. Duplicate Reservations: PNR or segment created for the same passenger with the same or different route. No Show in Reservation: Agency does not issue the ticket for a valid reservation and/or it does not cancel the reservation for a booked flight which leads to the loss of inventory. Inactive (Passive) Reservations: An inactive reservation is the one which originally takes place in the airline system and entered to GDS with the intention of ticket issuance but remains inactive. Ineffective Reservations: Segments which are associated with the following status codes: PN, HX, UN, NO, SC, TK, UC, US or WK Group Reservation: Reservations that have been created for 10 or more passengers. 15

16 Travel Service Provider: Institution that provides booking/ticketing service for the passengers. Queue: An agency directs its reservation to another agency Reservation Procedures Agencies must avoid below mentioned violations including, but not limited to: Speculative/Fake Reservation Reservations created after passenger s flight has started Reservations made with fake names: name and/or surname (A,B,C,etc. or using celebrity names) Reservation that is not possible to accomplish: Reservations with more than one destination, reservations made for flights that leave before the arrival of the connecting flight Reservations for passengers that will not be travelling and blocking seats or trying to reach GDS segment quota Reservations that passengers request cancellation but are not cancelled Creating open segments for other intentions except ticket issuance Noteworthy volume of cancellations Reservations made within 24 hours before departure and noteworthy amount of cancellations (on the same day) Passenger Follow-up /Test Reservations Test Reservations: These reservations should not be created in a Live system, but should be created only in test environment Reservations created for training purposes Reservations for keeping the track of work flow Reservations created to keep passenger information such as visa information Reservations created to keep a copy of the itinerary. For this process please use the entries below; 16

17 SABRE-YK Status code- 0TK006J01NOVORDISTYK1 Turkish Airlines Debit Memo/Reservation rules and regulations AMADEUS-Ghost Segment SSTK108Y12JULISTESBGK1/ /PNR NO Help options: HE SS, MS625 WORLDSPAN-Travel Segment: Availability screen Check Help Pages -HELP TVLC Galileo Tour Segment: 0TURTKBK1IST26NOV-FREE FORMAT Help options: H/AUXS Ineffective Reservations PNRs not cancelled with the following status codes: PN, HX, UN, NO, SC, TK, UC, US or WK. When a standby segment is confirmed, then all other standby segments have to be cancelled. Note: People in charge are responsible for controlling queues and cancelling all ineffective segments on PNR. The cancellation of ineffective segments have to be realized at least 24 hours before flight Married Segments Married Segment abuses/violations are being monitored by Turkish Airlines and the bookings created and/or ticketed accordingly will be sentenced to ADM. 17

18 Apart from the ADM penalty stated at the beginning of the procedures, the total amount of any ADM that will be issued for married segment abuse/violations will be as follows: Total number of passengers X 500 EUR) per PNR The following practices will be considered as Married Segment abuse; Manipulation on married segments Partial cancellation of any married segment made against rules, Any activity to use fake flights/destinations in order to book for lower classes for the desired segments. Besides receiving an ADM, the agencies responsible for such abuses may also be blacklisted for using Turkish Airlines services such as availability display, booking and ticketing. In case the agency in charge of the reservation and the agency in charge of ticketing are different, both agencies will be fined System Abuse All the transactions made intentionally to be able to retrive confirmed space for the lower fares/closed classes will be considered as System Abuse and those agencies responsible for such transactions will be restricted to display or sell any Turkish Airlines service/flight. Also such PNRs/segments will be sentenced to ADM with the amount of 500 EURX PSGR within the PNR. A few examples are given below which should not be considered as the whole group of system abuses; -To send the oubound flight first in order to change the point of commencement of the whole journey, -To hold the sell transaction for a long time before EOT in order to be able to cause a link down, etc. We would like to mention once again about that system abuse is not limited to the two examples given above, but just two of them. 18

19 Duplicate Reservations A Duplicate Reservation is a reservation in which one or more CRS make a reservation for the same passenger. The descriptions below are duplicate reservations: Reservations made for the same or different dates with the same flight number Reservations made for the same or different dates to the same destination with different flight numbers Reservations made for the same or different dates with different destinations Reservations made from the same or nearby airports Similar reservations made on Turkish Airlines and another airline Inactive Reservations Only reservations in the original carrier s system should be used for ticketing purposes. Non-IATA agencies that do not have authority to issue tickets should not create inactive reservations. All inactive reservations created will be checked by Turkish Airlines robot system program and reservations that do not match the criteria will be rejected with the status code NO (code sent when reservation does not comply with rules) and the reason will be displayed in PNR. Turkish Airlines gives great significance to removing all NO status codes from the system right away to prevent any unnecessary CRS costs. If they are not cancelled right away, an ADM will be issued for each segment with NO status code. To assist you in the matter and assure passenger satisfaction, below you can find a comprehensive explanation of messages that are sent with NO status code. If you have further questions and for more information you can either call us or send an to gds@thy.com. If inactive (passive) segments are created in the carrier s system, it should only be used for ticketing purposes and the class of reservation should be the same as in the original carrier s system. Since Non-IATA agencies do not have authority to issue tickets, they should not issue passive reservations. Reservations should not be created to keep a copy of the itinerary or receipt purposes. Please see section for entries for this information (3.2.2). All reservations rejected by the carrier with NO status code should be cancelled from the PNRs right away. 19

20 Passive reservations created by the agencies are rejected by a message with NO status code in case below-metioned cases arise: No Ticketing Authority: Sent to the agencies that do not have authority to issue tickets. No Matching PNR Found: Sent to agencies for passive reservations that do not have a corresponding position in the carrier s system. Spelling Error Correct Name: Sent to the agencies if the name of the passenger does not match the name in the carrier s system. PNR is Under Control of Another Agency: Sent to the agencies if the active reservation has been created by another agency in the carrier s system. This kind of reservation should be issued as a ticket by PNR queue if the agencies utilize the same system. Class Mismatch Cancel and Verify: Sent to the agencies if the class do not match in the active and the passive reservation. Holding Active Booking From You: If agencies make active and inactive reservation, ticketing must be completed with active reservation. PL Segments are not Accepted: Inactive standby reservation codes are not accepted. Passive Segment Message Previously Received: A message for the inactive reservation was already received. No Exact Match Please Verify: The number of passengers in the Turkish Airlines system and the number of passengers in the inactive reservation do not match. Active Segment in the Airlines System is Waitlisted: If there is an unconfirmed waitlisted segment in the active reservation, an inactive reservation cannot be made. Invalid Airport Code Cancel and Verify: Agencies have created inactive reservation with wrong airport/city code. This should be fixed. Flight Number Mismatch-Cancel and Verify: The flight number in the passive reservation and the flight number in the carrier s system do not match. There is an Active Booking on the Same CRS: The active booking is under the control of another agency. Active PNR is Cancelled in Airlines System: The original PNR in the carrier s system is cancelled. Please check the original PNR. Name Mismatch-Cancel and Verify: Names in the original PNR and names in the inactive reservation do not match Ticketing and Time Limit Rules Repeated Reservations: Repeated reservations are those reservations that are created and cancelled continuously which aim to postpone the reservation or those which aim to fill the sales quota. 20

21 Noteworthy cancellations. Time limit and fare notes must be followed and ticketing should be completed with proper segment status codes. If a segment is not confirmed by Turkish Airlines, ticket should never be issued as confirmed status. Confirmed tickets should not be issued for segments that do not have confirmed status code. Reservations should not be made to check fare or other information. The reservation and ticket should be in the same reservation class. Reservations should be ticketed by the same GDS the original reservation was made by. PNRs can be transferred by the commands below provided that the same GDS system is used. SABRE : 6*TA/PCC (for details please check F*SQLRT) AMADEUS : ES PCC-B (PCC) PCC City code given by GDS GALILEO : QEP/PCC (PCC) PCC City code given by GDS WORLDSPAN : QEP/PCC (PCC City code given by GDS Group Reservations ***Procedures about inactive group reservations*** It is obligatory to enter TCP information to the passive reservation in order not to encounter any kind of red in case of ticketing each passenger separately by creating passive reservations for the active group reservations on Turkish Airlines system. Before entering *EOT* please enter TCP into the PNR as follows: 3OSI TK TCP30 (number of passengers in the reservation), GROUP NAME 4. OTHER IMPORTANT RULES 4.1. Coupon Status Before refunding or reissuing an electronic ticket, it is important to check the electronic ticket s status which you will reissue or refund. If the coupon status is either flown or checked-in and if you still reissue, refund or void, ADM will be issued for this transaction. 21

22 4.2. Refund of YR Tax Under the paragraph of Cancellations in the fare notes; YR tax will not be paid back to the passenger in case of no-show for non-refundable tickets. This procedure is executed in case of refund. In case of exchange or reissue, fare notes in the paragraph of changes should be taken into account. For instance, if YR tax of an original ticket becoming non refundable in any case because of reissue or exchange, is higher than that of new, EMD/MCO must be issued in order to pay the tax difference back to the passenger No Show Penalty If a passenger has a reserved seat but does not show up before departure, he is accepted as no-show. It is possible to determine whether the passenger is subject to no-show or not by checking the departure time of the ticket even if the passenger has either a new reservation or a new flight on his PNR record. This kind of no-show definition is not applicable for tickets that only have domestic flights. On the other hand, in accordance with the rule CHANGE IS BEFORE ORIGINAL SCHEDULED FLIGHT stated in the fare notes, passenger s request of change must be reflected on the ticket before the original flight s scheduled departure. Otherwise the passenger will be accepted as no-show and should be acted in accordance with the no-show rules in CAT16. In sum, in order to decide whether a ticket is subject to no-show or not, you should check the time of the transaction on the ticket, but you should not check the time of the flight cancellation Fare/ Class Differences Class, represents groups for diversified fares depending on different factors such as minimum/maximum stay rule, advance purchase rule etc. although the cabin, the service in the cabin and the seats are exactly the same. In some cases the class booked (reserved) and the class of the ticket issued are different and it is seen that some agencies issue tickets with the fare of the class booked (reserved). However, this is an incorrect practice. Ticket must be issued with the fare of the ticket issued. 22

23 In case there is a difference between the class booked and the class of the ticket issued, an ADM will be issued if there is an uncollected fare difference between the former and the latter Duplicate Ticketing and Reservations Agency can demand refund of one of the tickets completely in case of issuing dublicate ticket for same passenger. In case, agency should make refund process applying sale office and taking Waive Code. To be evaluated a ticket as dublicate passenger name and surname, route, date of travel and class, fare informations have to be same in both of tickets. 23