SECTION 3 SAABSP BILLING, DISPUTES AND CORRESPONDENCE

Transcription

1 SECTION 3 SAABSP BILLING, DISPUTES AND CORRESPONDENCE 3.1 INTRODUCTION The SAA BSP (Billing and Settlement Plan) Support department handles queries from agents and process relevant rectifications of errors that occurred throughout the reporting process. Errors will be corrected via respective Refunds, ADMs (Agent Debit Memos) and ACMs (Agent Credit Memos). The department s main aim is to deliver a service to the Travel Agent community by means of assisting the agent with their errors, and to prevent over payments back to agents. Travel Agents / Consultants must please note that SAA is not responsible for processing items via the BSPLink. SAA only upload files to BSPLink from SAP (Systems Applications and Products) system and download files for archive purposes because in most countries the billing analysis hard copies are no longer provided. SAA also has the request facility for automated ticket images which are required as we do not receive the automated ticket audits from most countries and the only copy for the airline is the electronic image. Hence the extent of our department s access in summary is the upload and download of files and the document request facility used to retrieve ticket detail. Our Revenue Accounting system is called Rapid ( Proration Interline Billing and Decision support) which we refer to, to verify all sales and flown data. For the purpose of Refund requests, upon investigation various documents are resourced and printed from internal systems (SAP / Rapid / BSP Link / Amadeus) and attach to your correspondence. 3.2 HOW WE RECTIFY AN AGENT AND BILLING ERRORS Any rectification due to an agent error will attract and administration fee plus vat per ticket. Please refer to 3.13 SERVICE LEVELS AND COST RECOVERIES. The following are some of the most frequently found reasons why an agent will contact by means of ing the SAABSP@flysaa.com department for assistance pertaining to the error and the request for the correction. a. ADMS FOR INCORRECT EXCHANGED TICKETS RELATING TO NAME CHANGES Submit copy of the billed Fare Audit ADM and relevant tickets.

2 An ACM will be issued to agent minus the 15% audit fee plus vat and administration fee of R250 plus vat. Note: Rather follow the correct procedures for Name change Refunds. Apply on a Refund application. Normal fare rule applies if no new dupe ticket provided b. AGENT EXCHANGE ERRORS Incorrect passenger ticket utilized to issue another passenger s ticket. SAME DAY OF ERROR: Agent to VOID the incorrect new exchanged ticket. This will result in the original exchanged ticket to reflect as open and the incorrect exchanged ticket as void. Ensure to now reissue correctly. IF THE ERROR IS ONLY DETECTED THE NEXT DAY: Do not allow the incorrect passenger to utilize the ticket. Issue the original passenger with a new ticket AND exchanged the correct original ticket which is still open. Remember to forward documents with incorrect exchanges to saabsp@flysaa.com to rectify. A refund will be calculated less administration fee. Original return (more than one sector) ticket exchanged to a single sector ticket (2 coupons into one). Issue a new ticket for the missing / dropped sector and forward a copy of the original ticket. A refund will be calculated on original ticket less administration fee. c. VOID TRANSACTION PROCESSED AS A VALID SALE Agent failed to successfully cancel a document on the sales report due to printer error or duplicate issue. Agents must provide a sales report reflecting the sale and copy of the ticket which must now be refunded. An ACM will be issued less administration fee d. FORM OF PAYMENT INCORRECT / INCORRECT CREDIT CARD USED Forward unused original ticket with incorrect credit card details and a copy of the new duplicate ticket with the correct credit card details. A full refund to the credit card and an ADM for the administration fee will be issued to the agent e. COMMISSION CLAIMED INCORRECTLY OR NOT AT ALL 1% commission applies for domestic sales and 1, 01% for international sales.

3 Submit a copy of the ticket. An ACM will be issued less administration fee f. OVERCHARGES ON FARE / TAXES / CHARGES Example: Child fare charged as adult. Submit copy of e-ticket, fare sheet and Identification document / birth certificate. For CASH an ACM will be issued to agent. For CREDIT CARD a refund to the client, and an ADM for commission retrieval to agent. g. DUPLICATION OF FARE WHEN NEW EXCHANGE TICKET IS ISSUED Submit copies of original ticket plus the new / exchanged ticket For CASH an ACM will be issued to the agent less administration fee. For CREDIT CARD a refund will be processed to the client. ADM will be issued to agent for the administration fee. h. DU TAX PROCESSED AS FARE Submit a copy of the ticket plus the ADM Received from the audit company. An ACM will be issued to the Agent minus the commission paid by SAA, minus 15% Audit recovery fee and administration fee. i. DIRECT REFUNDS DONE IN THE GDS BY TRAVEL AGENTS - REJECTED ON BSPLINK Submit copy of e-ticket Submit copy of direct refund and rejection report as per BSPLink A refund will be processed minus the admin fee for the rectification. Note: For a direct refund processed via the GDS with a non-refundable fare (NRF) one must insert the fare and same NRF amount in cancellation field. j. DIRECT REFUNDS DONE ON GDS CANCELLATION PENALTIES CHARGED SHOULD BE ADMIN FEE Submit copy of e-ticket Submit copy of direct refund For Cash: A refund will be processed minus the administration fee for rectification

4 For Credit card: A refund will be processed to the credit card. The administration fee will be issued as an ADM k. DIRECT REFUNDS DONE ON GDS CANCELLATION PENALTIES CHARGED INCORRECTLY Submit copy of e-ticket Submit copy of direct refund For Cash: A refund will be processed minus the administration fee for rectification For Credit card: A refund will be processed to the credit card. The administration fee will be issued as an ADM l. DUPLICATE TICKETS ISSUED TO THE SAME PASSENGER / SAME DAY / SAME DETAILS Submit copy of both e-tickets stipulating the ticket that needs to be cancelled to ensure that the passenger is not checked in on the wrong ticket. For Cash: A refund will be processed minus the administration fee for rectification For Credit card: A refund will be processed to the credit card. The administration fee will be issued as an ADM Note: Any itinerary discrepancies or if no copy of valid ticket attached to your request the normal fare rules will be applied on the refund. m. VAT OVERCHARGED Submit copy of e-ticket. For Cash: A refund will be processed minus the administration fee for rectification For Credit card: A refund will be processed to the credit card. The administration fee will be issued as an ADM n. SAA UNABLE TO TRACE CUSTOMER BOOKING Passenger could not travel on original ticket due to SAA not able to trace the booking. Submit copy of original ticket and new flown e-ticket. For Cash: A refund will be processed minus the administration fee for rectification For Credit card: A refund will be processed to the credit card. The administration fee will be issued as an ADM o. GDS REFUND INCORRECT AMOUNTS INSERTED Submit copy of original ticket and direct refund processed.

5 For Cash: An ACM refund will be processed minus the administration fee for rectification For Credit card: A refund will be processed to the credit card. The administration fee will be issued as an ADM p. GDS REFUND ON EXPIRED TICKET FARE AUDIT ADM RECEIVED Submit copy of original ticket and direct refund processed as well as billed Fare Audit ADM. For Cash: An ACM refund will be processed on taxes only minus the administration fee for rectification plus 15% audit recover fee For Credit card: A refund will be processed on taxes to the credit card. The administration fee will be issued as an ADM plus 15% audit recover fee 3.3 NAME CHANGE REQUESTS AS PER THE SAA NAME CHANGE POLICY In order for SAA Head office Refunds to process a refund rectify we need: a. A copy of the valid ticket reflecting the same dates / routes / name. b. Copy of the passport / RSA ID reflecting the valid name as per the new ticket issued. c. A copy of the billing reflecting both tickets and BSPLink reflecting that we received the funds. d. Valid flight coupons for refund. SAA will process a refund less administration fee of R plus VAT. Note: Any itinerary discrepancies or if no copy of valid ticket attached to your application request the normal fare rules will be applied on the refund. 3.4 CREDIT CARD AS FORM OF PAYMENT REFLECTS ON THE TICKET BUT THE BILLING REFLECTS AS CASH SAA will not accommodate any 083 document which was processes as cash and subsequent request from the agent is forwarded to SAA to change the form of payment to credit card. 3.5 TICKETS ISSUED WITH INCORRECT DEPARTURE POINT SAA will not accommodate such requests. Normal fare rules will apply. 3.6 INCORRECT TICKET NUMBER UTILIZED FOR REISSUE / EXCHANGE (DIFFERENT PASSENGERS) SAA will not accommodate a change once the passenger has flown on an incorrect exchange ticket. Therefore apply for a refund on both (original and incorrect) exchange tickets and Issue a new ticket.

6 3.7 VOYAGER (FREE AWARD TICKETS AND AWARD UPGRADES) Effective 18 March 2006 Travel Agent / Consultants may not issue Voyager award tickets or sell (book) Voyager award classes within their respective reservations system. The book by miles web booking procedure must be applied. 3.8 REVALIDATION For revalidation purposes any additional charges will be collected from the passenger. Where the fare rule permits and in order to avoid customer inconvenience at the airport, the ticket should rather be re-issued together with any mandatory additional fare collections reflected as a non-standard implementation as a DU tax code. To ease the understanding of SAAs requirements pertaining to Revalidation and Reissue, please take note of the following: Revalidation versus Reissue: Always first consult the fare rule before affecting any change to the itinerary. Scenario 1(a): If the fare rule stipulates: CHANGES PERMITTED. NOTE - CHANGES PERMITTED SUBJECT TO THE APPLICABLE BOOKING CLASS BEING AVAILABLE. Action to be taken by the ticketing agent: Rebook the new flight in the same booking class. Only revalidate the SAA e-ticket to the new flight. Scenario 1(b): If the fare rule stipulates: CHANGES ANY TIME CHANGES PERMITTED. NOTE -IN THE EVENT OF CHANGES TO TICKETED FLIGHTS AND WITHIN TICKET VALIDITY CERTAIN DOMESTIC REISSUES MAY BE OVERRIDDEN BY THOSE OF SA INTERNATIONAL FARES.--IF CHANGES ARE MADE TO THE FIRST TICKETED FLIGHT COUPON THE ITINERARY- MUST BE RE-PRICED USING CURRENT FARES AT TIME OF CHANGE. --IF CHANGES ARE NOT MADE TO THE FIRST FARE COMPONENT/FARE BREAK ACCESS THE FARE AT TIME OF TICKETING DATE. SAME FARE ON 1ST COMPONENT IS USED. NO CHANGE TO BOOKING CLASS-NO ADDITIONAL AMOUNT TO COLLECT. CHANGE TO BOOKING CLASS - THE FARE NEEDS TO BE RE-ASSESSED WITH THE APPLICABLE FARE CONDITIONS OF THE NEW BOOKING CLASS. --PRIVATE TARIFFS ARE INCLUDED.--SA FARES ARE USED. -- CHILD/INFANT DISCOUNTS APPLY. Action to be taken by the ticketing agent: Rebook the new flight in the same booking class. NOTE: Please ensure that you read the entire CHANGES rule should the first ticketed flight coupon be changed. Because if the first ticketed flight coupon was not traveled and now changed, then one must first confirm if the fare is still applicable, therefore when you re-price the new flight date (in the same booking class) that the fare is still

7 the same as the original ticketed fare. Should the fare have increased then, you need to reassess the entire ticket and reissue the new fare and collect the additional taxes. Scenario 2: If the fare rule stipulates: CHANGES ANY TIME CHANGES PERMITTED. NOTE - A REBOOKING FEE OF ZAR 150//EXCLUDES VAT// MUST BE PAID PER SECTOR/ SUBJECT TO THE APPLICABLE BOOKING CLASS BEING AVAILABLE. Action to be taken by the ticketing agent: Rebook the new flight in the same booking class. Reissue the e-ticket: At time of reissuing the new ticket, maintain the original fare, and reassess all the taxes as per the BSR on the date of ticket reissue and collect any differences, and reflect the rebooking fee of ZAR171 as a DU tax code. Print the new e-ticket reflecting the additional collection on the same day of the reassessment. Scenario 3: If the fare rule stipulates: CHANGES ANY TIME CHANGES PERMITTED. NOTE - A REBOOKING FEE OF ZAR 150//EXCLUDES VAT// MUST BE PAID PER SECTOR/ SUBJECT TO THE APPLICABLE BOOKING CLASS BEING AVAILABLE. IF THE APPLICABLE BOOKING CLASS IS NOT AVAILABLE A REBOOKING FEE OF ZAR 150 //EXCLUDES VAT// MUST BE PAID PLUS THE APPLICABLE UPGRADE FARE PER SECTOR. Action to be taken by the ticketing agent: Rebook the new flight and next available combinable booking class. Reissue the e-ticket: At time of reissuing the new ticket, reflect the new fare, and reassess all the taxes as per the BSR on the date of ticket reissue and collect any differences, and reflect the rebooking fee of ZAR171 as a DU tax code. Print the new e-ticket reflecting the additional collection on the same day of the reassessment. Scenario 4: For Interline Electronic Tickets (IET), such e-tickets must be reassessed, irrespective of the fare rule and must be reissued. 3.9 MAILING OF ADM / ACMS ELIMINATED DUE TO THE BSPLINK Since the BSPLink implementation, SAA will no longer accept MAIL/DOCEX/FAX: any copies of ADM/ACMs or refund requests SAA POLICY ON BOOKINGS OUT OF SYSTEM RANGE Effective 11 April 2005, South African Airways will allow one free change where the return date cannot be booked at the time of ticketing due to the flight date out of system range

8 constraints. This arrangement applies only on SAA Fares and when the ticket is issued or re-issued on South African Airways 083 ticket stock. This free change can be made before or after departure depending on when the required date comes into system range. It is recommended to have the ticket re-issued before departure due to the fact that South African Airways does not have offices or representation at all destinations. SAA cannot give authority to have tickets re-issued by any other airline. South African Airways cannot guarantee the booking class and the passenger is free to change to another booking class (fare rule will apply) provided that the 12-month ticket validity is not exceeded. South African Airways has therefore simplified the flight date out of system range procedure: Agent makes booking in own system, books the latest available date in the applicable class. Agent contacts SAA Trade support to endorse the booking with the flight date out of system range return date one free change, which was not visible at time of booking. Agent will issue the ticket on booked dates. Agent monitors the booking and when the return date comes into system range, the agent cancels the ticketed return date and books the desired (endorsed) return date. SAA will re-issue or revalidate free of charge. Or Trade support will endorse a waiver for the agent to reissue the free change. When the return date comes into system range and the booking class as per the original ticket is not available, then the passenger has one of the following two options: - Cancels the ticketed return date and book the same class on another date and SAA will re-issue / revalidate free of charge. - If the same booking class is not available as ticketed, the passenger will have to pay the difference in fare but not the change of booking fee. In addition: Some South African Airways stations have in place administration fees for the re-issuance / revalidation of tickets. These admin fees cannot be seen as change fees and cannot be waived. No exceptions will be made to the abovementioned conditions VALUED ADDED TAX (VAT) 1. As per the VAT ruling on the service fee is deemed to be in the arrangement of international transportation that it will be zero rated for all international tickets issued. For Domestic tickets the service fee will be inclusive of 14% VAT. 2. The 1.01% commission rate will be zero rated for international tickets and the 1% commission rate will attract VAT at the rate of 14% for all domestic tickets. It is the responsibility of the agent to register for VAT and provide IATA with the VAT registration number.

9 3. It will be the responsibility of the agent to ensure that at time of collection the service fee attracts the applicable VAT as per option chosen. 4. SAA will not pay back any amounts incorrectly collected or reflected on the SAA 083 tickets or be responsible for any VAT calculations on the amounts so collected. 5. It is the responsibility of the agent to issue proper VAT invoices to their clients. The agent will have to issue an invoice that clearly shows VAT payable to the carrier and VAT payable to the agent, as the ticket is in effect a double supply of goods and or services. 6. All other charges levied by SAA, including the Credit card commission recovery, will attract 14%. All other VAT rules as it applies today will remain AUTHORISED BSP AGENTS USING SAA (083) DOCUMENTS WORLD-WIDE BSP AGENTS USING SAA (083) EMDS THE SUNSET DATE FOR ISSUING THE IATA VMPD is 30 JUNE 2014 **** Exception as per IATA StB steering group on 28/10/2013 until end October 2014 for Australia, Chinese Taipei, Hong Kong, India, Japan, Korea (South), Malaysia, Singapore, Sri Lanka, Gulf Area, Italy, Russian Federation, Turkey, Ukraine. Surcharge of 0.5$ per VMPD during July-Oct This means additional GDS processing costs will apply for VMPDs code 1, J or K issued **** SAA ONLY APPROVES THE FOLLOWING STANDALONE EMD CODES 0BK, 997, AND 996 TO BE USED BY TRAVEL AGENTS WHEN SELECTING THE SAA CARRIER 083 TICKETING AUTHORITY. 0BK = PTA FOR EXCESS BAGGAGE EMD The Fare and tax boxes must be shown separately and not as one total. The remarks field must be completed with all the relevant flight details. Example: SAA Excess baggage rate for one piece on domestic is ZAR250 inclusive of VAT. When completing the EMD mask: - The ZAR219 must reflect in the fare box and the VAT of ZAR31 must reflect in the tax box as ZAR31ZV And - The XP PTA service fee code applies per PTA and must also reflect in its own separate tax box as a XP tax code. The fee is ZAR228 domestic and ZAR200 for regional/international flights.

10 OSI entries applicable to all GDS and to be completed by the Travel Agent and reflected in the Reservation: OS SA PTAU EXCESS BAGGAGE EMD OS SA PTAU DATE OF ISSUE 22 SEP 13 IATA OS SA PTA ISSUE TO VORSTER/MADELEIN MISS OS SA PTAU C/PASSENGER CONTACT DETAILS OS SA PTAU B/SA 313 G 20JUN JNB CPT HK1 OS SA PTAU R/EMD FOR EXCESS BAGGAGE 1 PIECE OS SA PTAU F/ZAR219 AND ZAR31ZV OS SA PTAU T/TOTL TOTAL VALUE OF EMD ZAR250 (DO NOT REFLECT XP SERVICE FEE IN BOOKING IT MUST ONLY BE REFLECTED ON THE EMD) Note: EMD s for excess baggage can only be requested for point to point SAA operated flights/routes. No prepaid excess baggage ticket / EMD will be processed to the USA/Australia or any foreign carrier and if travel is within 72 hours, and to all other destinations within 48 hours. The EMD-standalone PTA for excess baggage is only good for the flights and dates specified in the remarks of the EMD and as completed by the Travel Agent in the OSI field in the reservation. Please note some of our outstations are manned by ground handlers and excess baggage payment for passengers departing from these stations cannot be guaranteed. If the correct entries are used no problems should be encountered for any destinations departing from South-Africa. Procedure at the airport on the day of departure: Passenger to have baggage weighed at check in station. Proceed to ticket sales desk with excess slip. The SAA Ticketing Agent will display the Travel Agent booking and use the EMD details and issue in exchange for the Travel Agent EMD code 0BK (provided that payment details were inserted correctly) an Associated Excess Baggage EMD. The Passenger will then proceed to Check-in and SAA will check the passenger in as per standard procedure. 997 = GROUP DEPOSIT EMD The Full amount in the Fare box. (The amount as specified example 25% deposit) Ensure to complete the REMARKS field on the EMD with the Group Name, Group Authority number, Flight, Date, Class and number of passengers. The Group Deposit is only good for the Group and date of travel and is not transferable to another group or date of travel. Note: One EMD per PNR/Booking

11 996 = REFUNDABLE BALANCE EMD The Refundable fare and taxes (each refundable tax) must be reflected separately and the ticket number issued in connection with the refund must be clearly reflected on the EMD. Once the EMD is issued the EMD must be forwarded on BSPLink as a refund application. Note: SAA HAS SPECIFIC REQUIREMENTS WHEN COMPLETING THE EMD MONITORY FIELDS. Failure to complete the field(s) as per the above instructions will result into an Agent Debit Memo (ADM). SAA will only permit the BSP agents to make use of the above 3 types of standalone EMDs. Penalty fees must be collected on the E-ticket as a DU tax code which must include the vat (where applicable). Example Penalty fee of R300 must reflect on the ticket as a tax code ZAR342DU. The Agent who fails to only use the above EMD codes (0BK, 997 and 996) and if the DU tax code for the applicable penalty is not reflected on the exchanged ticket will receive an ADM. No auto-refunds permitted. EMD refunds must be submitted via the BSPLink as an application. Failure to do so will result in an ADM. Please refer to your local GDS helpdesk for remaining EMD ticketing input entries such as how to complete the EMD Issued in connection with and Remarks fields FARES / TAXES TOO LONG DUE TO DECIMALS OR ROUND THE WORLD (RTW) SECTORS For Taxes: Due to the respective system restriction we first require the agent to shorten the fare calculation area by taking out the spaces. Then: Reflect and Increase the YR tax code value with the sum of the example 3 or 4 taxes as part of the YR tax in the tax area on the ticket. It is the agent s responsibility to manually endorse in the endorsement box the breakdown of the YR tax code consists of example YR total of R600 breakdown UB100 GB300 WC100 YR100. Failure to do so will result in an Agent Debit Memo (ADM). Once the agent issued the ticket (same day of issuance): The Ticket number, Ticket image AND a short explanation why the ticket could not be issued as per standard issuance procedure must be ed by the Issuing Agent to fraudprevention@flysaa.com to ensure that this YR code on the ticket is excluded from the audit and also to ensure that we account for the taxes accordingly.

12 3.14 SERVICE LEVELS AND COST RECOVERIES Currently we process a number of ADMs and ACMs through our office relating to the correction of agent errors. To provide this kind of service is costly, and hence we have decided to implement the following charging module to cover our back office expenses: Administration fees per Ticket will be raised for issuance of ADMs / ACMs / Refunds: REASON Billing errors caused by the agent Over-claims and duplicate claims Out of sequence tickets Direct refunds rejected on BSPLink All other errors caused by the agent AMOUNT R250 plus VAT per ticket. R250 plus VAT per ADM (if as a result of an agent error) R250 plus VAT per ticket. R250 plus VAT per ticket. R250 plus VAT per ticket. As part of the SAA Cost Compression initiative any ticketed Exchange error or error which resulted in a Zero Octa ADM which is subsequently reversed with an ACM by the SAA BSP Support department and will attract an administration fee of R250 + VAT plus 15% + VAT Audit fee recovery. For the following items (per ticket) the R250 plus VAT administration fee will not be raised: Data processing centre capture errors, provided that this can be proved. Fare audit and refund audit ADMs have a different charging module; please refer to the Fare audit ADM specification document. If an ACM is issued on an ADM on which such a charge was already raised, SAA will not penalize the agent again OUR SUPPORT TO YOU Agents or Travel Consultants must ONLY initiate correspondence directly with SAA. Note: All transactions received and registered are processed with a turnaround time of 10 working days. The SAA BSP Support department will assist you when you have made an error. The administration fee will cost you R250+VAT per ticket which will be collected on an ADM or deducted on a cash refund plus fare rules will be applied. When you receive an ADM please read the Reason for the ADM. Any transaction which you could have processed via the auto refunds process which does not require a waiver or favour will result in an increased administration fee of R500 plus VAT for something that could have been processed via your GDS. Please take note of our web URL address to view SAA Fare Audit manual. The address is:

13 The standard administration fee ADM of R250 plus VAT applies per ticket and should a transaction be forwarded to our department which should have been done by the Agent via the GDS, an additional R500 plus VAT ADM will be applicable. Any ADM or Fare Audit ADM received on a transaction processed via the GDS, that should have been processed on BSPLink as a refund application or by SAABSP@FLYSAA.COM will attract an additional audit fee of 15% plus VAT on the value of the ADM plus standard fare rules and our BSP administration fee plus VAT will apply. SAA will reclaim the 50% admin / cancellation fee (MF/CP) received at time of ADM reversal. Agents should ensure that they address the disputes as per the contact details on the ADM. Our friendly team are here to help you with your required SAABSP query and can be contacted on the SAABSP correspondence department contact telephone number: or to: saabsp@flysaa.com Remember when in doubt give the SAA BSP Department a shout! 3.16 COST RECOVERY FOR UNCONFIRMED UNACCOMPANIED MINORS/ELDERS/ MEDICAL REQUIREMENTS UNCONFIRMED MINORS AND ELDERS South African Airways will charge a fee of R plus vat per case where unaccompanied minors or elders are not confirmed according to the service request reservation requirements. The reason being is that there are specific legal requirements regarding the number of minors or elders that can be accommodated per flight, and also the legal aviation requirements regarding the ratio of accompanying flight attendants and support staff for these people OTHER REQUIREMENTS Similar requirements are for medical special requests such as Oxygen requirements where the passenger is dependent on the medical support and the special service request has not been confirmed by SAA. Where these specific requirements have not been confirmed it can lead to the non-availability of such equipment on the aircraft and can lead to passengers been refused carriage. Agents may be charged for the non-adherence to the requirements on a case-by-case basis A TECHNICAL ADM SAA reserves the right to issue technical ADMs on ADHOC basis due to the result in revenue losses to the airline because of Agency negligence. Example: Fictitious bookings, duplicate bookings, churning, etc.

14 3.18 AGENT SERVICE FEES ARE NOT PERMITTED ON 083 With effect from 1 May 2007 South African Airways will no longer permit the usage of the XP tax code on our SAA 083 documents for the collection of Travel Agent Own Service fee charges within the BSPZA and includes the following countries: South Africa, Namibia, Swaziland, Lesotho and Botswana. Therefore please find below the revised options which will allow the BSPZA Travel Agents to collect their own service fees over and above the fares and taxes of the airline but not reflect the service fee on the SAA 083 ticket. SAA would like to remind the Travel Trade that the amount of any Service Fee is decided entirely between an agent and its client(s) and assumes at all times that the agent is transparent with their client regarding the fee. The options available effective 01 May 2007 to the BSPZA Travel Agents are: OPTION: POINT OF SALE DEVICE (POS) This would be the device used by the Agents issued by their bank of choice. This will have the effect of the airline s transaction being separate from that of the agent and two separate transactions will reflect on the client s statement. The bank costs will be for the agents account. The point of sale device instructions and procedure are either already known by the agents or will be dealt with by the banks when agents obtain such devices directly from the banking institution OPTION: IATA TASF (TRAVEL AGENT SERVICE FEE) CARD SETTLEMENT & CASH REPORTING SERVICE FOR IATA AGENTS IATA can provide a card settlement and cash reporting service, through the BSP, available to all IATA agents with no contract to sign. This is based on additional or separate transactions, captured and authorised by the GDS which then results as processed and settled through the BSP. This process would allow the travel agent to make/enter additional entries via the Global Distribution System (GDS) for the service fee, to that of the normal ticketing entry to the ticketing record. The GDS would pass this information (ticketing data and agent service fee) to the DPC (Data processing centre) on the Daily Reporting tape. The DPC will handle the airline transaction in the current process and then in a separate process compile invoices to the credit card company against the merchant number of IATA. IATA will collect the monies from the credit card company and pay the agent the monies so collected. IATA will recover its cost from the agent.

15 3.19 SAA HEAD OFFICE REFUNDS South African Airways Head office Refunds will only process the following Travel Agent refunds as per the following categories, therefore do not send these transactions to the department as we will not assist. Only contact head office via the BSPLink as an application for these transactions: Name Changes Involuntary Refunds Group Refunds Waiver and Favour Authority Refunds (Example: Medical and Death) PTA / VMPD / EMD Exchanges (reflecting different validating carrier) Changes in IATA agent number (example: due to non-activity) Change of form of payment (example: credit card has expired) Expired tickets have no refund value if presented after 12 months from date of document issue. NOTE: Any expired ticket refunded via the GDS will attract an additional 15% audit fee on the entire value of ticket submitted for refund and SAA will reclaim the 50% admin / cancellation fee (MF/CP) received at time of ADM reversal. Therefore the ACM will be issued and will attract the 15% audit fee plus vat calculated on the entire ADM value plus the standard administration fee. Refund Reminders: It is important to note that a refund may only be processed when the agent received in writing the request for refund from the passenger / sponsor. The waiver of fees for change of dates, Agent issuing errors, or any other form of error will be a cost to the agent and will not be the responsibility of SAA. The standard cost of a refund will be recovered in the form of either an Administrative fee (R250 plus vat) or Cancellation fee (as per the fare rule) which ever of the highest fee will be applicable, and should SAA process your refund which does not comply as per the SAA Head Office Refunds Categories, SAA will charge an additional administrative fee of R500 plus vat in the form of an ADM. Any direct GDS refund errors will attract an additional administration fee ADM of R250 plus vat and the 15% audit fee plus vat on the entire value of the ADM.