Computer Reservations System (CRS): Booking and Ticketing Procedures

Transcription

1 1 Cmputer Reservatins System (CRS): Bking and Ticketing Prcedures Please nte that effective January 1 st, 2014, segment status changes due schedule changes must be actined as sn as pssible and at least 48 hurs prir t flight departure. Air Canada requires that nly ne reservatin exists per passenger(s) per itinerary. Please review and adhere t this list f acceptable bking practices: 1. If yur agency uses mre than ne CRS, yu must bk and ticket within the same CRS. 2. Yu may nt duplicate segments by mving segments between CRS. Air Canada will nt be liable fr duplicate segment fees incurred by the mvement f segments between CRSs, r assciated with the PNRs invlved in travel agency CRS cnversins. Air Canada Call Centres will nt assist an agency attempting t claim a PNR wned by anther CRS. 3. Yu may nt create active r passive duplicate bkings, including any cmbinatin f bkings fr a passenger(s) which lgically cannt be flwn. 4. Passive segments are nt permitted. On an exceptinal basis, Air Canada will allw passive segments fr grup PNRs (10 r mre passengers) bked by Air Canada that include interline space, r an authrizatin frm Air Canada. Grup PNRs must nly be claimed nce and immediately prir t ticketing. 5. Travel agents wh issue tickets n behalf f sub-agents must use the riginal live CRS bking. 6. Yu may nt hld inventry fr ptential future sales. The full name and title f each passenger must be entered at the time f bking. Name changes are nt permitted. Name crrectins are permitted nly if they are misspelled, r t reflect legal dcuments. 7. Fictitius r speculative bkings, including blcking r hlding a reservatin due t expected demand r the custmer s indecisin are nt permitted under any circumstances. 8. Whenever pssible, limit the use f pen segments. 9. Segment status changes due t schedule changes, irregular peratins, flight firming, flight cancellatins r ther circumstances will be queued t yur CRS, and must be actined at least 24 hurs prir t flight departure. This includes cancelling ticketed r un-ticketed segments with a status cde f UN, NO, HX, WK, WL, r WN. Yu must als actin r cancel segments with status cdes UC, US, r DS. Please nte that effective January 1 st, 2014, segment status changes due schedule changes must be actined as sn as pssible and at least 48 hurs prir t flight departure. 10. All CRS bkings must be ticketed as per tariff rules r immediately cancelled in the CRS when nt required, prir t departure. 11. Multiple bkings and cancellatins fr the purpse f extending the ticket time limit are nt permitted. 12. Yu may nt use the Air Canada airline designatr with fictitius flight numbers t stre flight infrmatin fr a carrier nt listed in the CRS. 30/11/2013 4:30 PM. Infrmatin subject t change withut ntice.

2 2 13. Test r training PNRs must nly be built in Training mde and must nt affect Air Canada s seat inventry. 14.1) Air Canada reserves the right t issue debit mems r invices (regardless f pint f sale) when: a. Passenger(s) n shw a flight bked in yur CRS withut valid ticket number(s). b. Yur agency vids a client's ticket and des nt cancel the assciated flights. Debit Mem r Invice Penalties will be assessed per passenger/ per PNR fr nn-ticketed bkings that result in n-shws in the amunt f: a. $100 CAD/USD in the Ecnmy Class cabin fr Canadian and Transbrder itineraries b. $150 CAD/USD in the Business Class cabin fr Canadian and Transbrder itineraries c. $150 CAD/USD in the Ecnmy and Internatinal Business Class cabins fr internatinal itineraries NOTE - ALL CRS bkings must be ticketed per tariff rules r immediately cancelled in the CRS when nt required, prir t departure. c) Yur agency attempts t circumvent married segment rules. This means that cnnecting service is bked n an "rigin - destinatin" and cancelled in rder t gain access t internatinal inventry. A debit mem r invice will be raised in the amunt f $250 CAD/USD per passenger/per PNR fr married segment identified and bked in rder t gain access t Internatinal inventry. 14.2) Air Canada reserves the right t issue debit mems r invices when yur agency fails t cancel duplicate space which is ticketed and nt refunded prir t departure. Vilatins may include multiple tickets that were issued fr the same passenger and bked in the GDS; bked in the GDS and nline; multiple nline bkings and multiple tickets in the same PNR. What is cnsidered a duplicate bking? Any space held fr the same passenger that cannt all be flwn, due t timeline and/r illgical itinerary. This includes when yu hld: mre than ne bking fr the same passenger; in the same r different PNR; with the same r different travel segments; in the same r different bking classes; in the same r different CRS system. DEBIT MEMO AMOUNTS OR INVOICE PENALTIES: Prir t departure, cancel space: Step 1: agency shuld qute the OSI line with dupe refund and crss refer the ticket that is ging t be used. Step 2: when the agency refunds the dupe, the agency will simply receive a debit mem fr $50 CAD/USD errr fee because the agency fllwed these instructins and crrected their errr. If the agency cntacts Refund Services t prcess the same refund as described abve Air Canada will charge: $100 CAD/USD fr Canadian and Transbrder itineraries $150 CAD/USD fr Internatinal itineraries in errr fees plus a $100 CAD/USD prcessing fee 30/11/2013 4:30 PM. Infrmatin subject t change withut ntice.

3 3 If the agency cntacts Refund Services t prcess the same refund as described abve and there is seat spilage, Air Canada will charge (regardless f pint f sale) a $100 CAD/USD prcessing fee, the applicable change fee f the mst restrictive fare rule assciated with the NO SHOW ticket PLUS: $100 CAD/USD fr Canadian and Transbrder itineraries $150 CAD/USD fr Internatinal itineraries If the agency cntacts Refund Services t prcess a refund where there are 2 tickets assciated with 1 PNR and 1 bked seat (n seat spilage); a $100 CAD/USD prcessing fee plus a $50 CAD/USD errr fee will be charged Nte: Abve penalty may exceed value f the duplicate ticket If the agency prcesses the refund and there is seat spilage Air Canada will charge (regardless f pint f sale) If yu d nt crss reference the dupe tickets (as utlined abve), the agency will receive an undisputable debit fr the full value f ticket If yu d crss reference the ticket and fllw prcedures, in additin t a $100 CAD/USD prcessing fee and the change fee f the mst restrictive fare rule assciated with the NO SHOW ticket, Air Canada will charge a debit mem f : 1. $100 CAD/USD fr Canadian and Transbrder itineraries 2. $150 CAD/USD fr Internatinal itineraries Nte: Abve penalty may exceed value f the duplicate ticket T prevent debit mems: a) Please actin AC messages advising yu t cancel duplicate space. b) Cancel ne f the tickets prir t departure, crss reference the refunded PNR with the secnd ticket number and prcess the refund directly t the custmer. Refund Audit will review and will nly charge an errr fee f $ tax. 15. Air Canada reserves the right t inhibit access t inventry and/r bking capability fr any travel agency that has: - Overdue (mre than 30 days) debit mems r invices fr bking infractins; - Engaged in fraudulent bking and ticketing activities; - Ten r mre n-shw passengers r a 25% n-shw factr in any given mnth. 16. Air Canada requires all e-ticket eligible itineraries be issued electrnically. Paper verride fr custmer preference is nt permitted. Air Canada reserves the right t issue debit mems r invices with a penalty f $50 CAD/USD r equivalent lcal currency per infractin. 17. All cnfirmed and/r waitlisted space in yur CRS must be cancelled prir t refunding r viding a ticket. 18. Air Canada prhibits Back t Back, Thrwaway and Crss Brder tickets. Such tickets undercut the applicable fare. This practice is cntrary t the Industry Reslutins and Applicable Tariffs and Fares. It culd result in a debit mem issued fr the applicable fare difference and/r requiring the passenger t pay the difference at airprt. Back t Back tickets: a cmbinatin f 2 r mre rund-trip fares fr the purpse f circumventing applicable tariff rules, such as advance purchase and minimum stay requirements. Thrwaway/Crss Brder Tickets: rund-trip fares used fr ne-way travel, r the purchase f a ticket frm a pint ther than the custmer s actual riginating city, r t a pint beynd the custmer s actual destinatin. 30/11/2013 4:30 PM. Infrmatin subject t change withut ntice.

4 4 Fees and Charges: If Air Canada determines that a CRS subscriber has engaged in practices that cnflict with these prcedures, the travel agency will be subject t: - A $50 CAD¹/USD administratin charge per debit mem fr agencies in Canada and the USA - A $8 CAD¹/USD charge per passenger per infractin with the exceptin f the fees assciated with n shw passengers, married segment rules and Back t Back/Thrwaway and Crss Brder Tickets as per sectins 14, 17 and 18. ¹ Equivalent lcal currencies fr agencies utside Canada and the USA Frequently Asked Questins 1. What is the gal f the CRS bking and ticketing prcedures? The gal is t eliminate nn- value added expenses resulting frm travel agencies inapprpriate bking practices. Sme agencies are nt aware that certain practices incur unnecessary csts t the airline, which are nt related t the passenger s actual revenue. The CRS Audit prgram educates agencies abut Air Canada s bking and ticketing prcedures. 2. What happens when a travel agency des nt cmply with the CRS bking and ticketing prcedures? If Air Canada determines that a travel agency s bking and ticketing practices d nt cmply with ur plicy, debit mem(s) and an administratin charge f $50 CAD/USD per debit mem may be issued. 3. Can a travel agent bk passive segments? N. Passive segments must nt be used fr any purpses ther than fr grup PNRs with OAL segments. Please cntact yur CRS prvider fr further infrmatin n prcedures t address yur specific requirements such as invicing and back-ffice needs. Please nte: Grup PNRs with OAL space bked by Air Canada: these PNRs may nt be claimed using the grup claim functinality. Air Canada requires an OSI message with ticket numbers and reference t the AC grup PNR number. 4. With grup bkings, hw can a travel agent avid multiple PNR claims? The agency can nly claim the Grup PNR (s) nce, just befre ticketing. 5. Fr grup bkings with deviatins, will Air Canada authrize passive segments? Air Canada will nt authrize passive segments n grup bkings with deviatin under any circumstances. In the event f a change requiring a divisin frm the riginal grup PNR, yu can reclaim the changed PNR and reissue the ticket (s) t reflect the change 6. Hw can a travel agent prvide training using the AC designatr? All CRSs prvide travel agencies with a test/training mde fr this purpse. Please cntact yur CRS prvider fr instructins. 30/11/2013 4:30 PM. Infrmatin subject t change withut ntice.

5 5 7. When are multiple bkings /cancellatins cnsidered inapprpriate? Multiple bkings/cancellatins f the same segment fr the same passenger are inapprpriate fr the purpse f extending ticket time limit. 8. Hw can a travel agent qute an accurate fare with taxes and surcharges if I can nt bk a PNR? A PNR des nt need t be created t prvide pricing r schedule infrmatin. Yu can build an itinerary fr fare qute purpses withut ending the file; i.e. ignre the PNR instead f using END transactin. 9. Hw can a travel agent avid duplicate segments when custmers request them? It is the agency s respnsibility t ensure its travel agents adhere t Air Canada s bking and ticketing prcedures. Duplicate segments incur nn-value added segment fees and decrement inventry that will nt be used. 10. Can the travel agent make a name change? N. Crrectins are permitted when custmers names are misspelled r t reflect legal name n travel dcuments. 11. Are travel agencies mnitred fr nt cancelling un-ticketed bkings and/r nt actining messages sent by Air Canada in agency queues? Yes. Travel agencies are mnitred fr nt cancelling un-ticketed bkings. Travel agencies are respnsible t cancel any un-ticketed bking in their CRS prir t departure date and t actin Air Canada messages received in agency queues. 30/11/2013 4:30 PM. Infrmatin subject t change withut ntice.