BACKGROUND:
Airlink publishes, as per IATA requirements, its Agent Debit Memo (ADM) Policy to Travel Agents to
ensure the reasons for issuance of ADM’s by Airlink is understood and can be avoided and to explain
the guidelines that will be applied by Airlink.
Airlink will be performing a sales audit to monitor ticketing accuracy and compliance to the airlines
policies and procedures and adherence to the Conditions of Carriage as set out by Airlink. GDS abuse
will also be included in the sales audit.
SCOPE:
This policy applies to all services sold on 749 ticket stock by travel agents and any person or entity
accessing Airlink internal reservation system content via the Internet or any other electronic means. It is
the responsibility of the GDS subscribers to ensure that all of its employees, agents and contractors, in
all of its locations, are familiar with this policy.
Airlink will issue ADMs/invoices to collect amounts or make adjustments to all Travel Agents and Staff
transactions with regards to the bookings, ticketing, sales and refunds as per IATA Res 850M and 830A.
COMPLIANCE REQUIREMENTS:
Compliance with this policy is mandatory to maintain integrity in Airlink Revenue Accounting Systems
and compliance with IATA Standards.
Airlink does not encourage any deviations from conditions set out in the policy document as well as our
conditions of carriage.
ADM Matrix (to be prioritized and phased in with 4Z recovery amounts/competitive impact?)
The scope of the audit is not exhaustive and will be applied to the context mentioned in the ADM matrix
below.
The following matrix allows for a transparent overview of the circumstances under which an Agency
Debit Memo or Internal Debit Memo will be issued to booking/ticketing Agents and defines various
violations/non-compliance practices. These guidelines that Airlink will apply is to ensure the proper
issuance of tickets in compliance with our tariffs, rules, general conditions of carriage and other
instructions provided by the airline.
Violations | Scope of Audit | Outcome | Cost Recovery Fee |
|---|---|---|---|
Churning | The act of repeatedly cancelling & rebooking the same/different itinerary for the same/different classes across one or more | A Debit memo | Abuse penalty of R390.00 plus VAT per segment per passenger will be |
High Cancellation Rate | A cancellation of more than 75% of the | A Debit memo | A fee of R390.00 plus VAT will be applied per passenger segment booked |
Under collections of Fares, TFC & charges | Example: Fare is R1000 which is ticketed at a | A Debit memo | The fare/TFC/Charges |
Fictitious,Test or | Verification of bookings created with fictitious | A Debit memo | R390.00 plus VAT per |
Booking Class Violation | RBD “M” Class booking made with a “XOW” fare basis, an agent has booked in a class with a higher availability and a very low fare class. | A Debit memo | Should the passenger travel on the higher booking class, the difference between the ticketed fare and the booking class travelled will be collected – provided that it is combinable. |
Speculative bookings | Bookings made when no definite passengers exists, in anticipation of | A Debit memo will be raised to the Booking/ Ticketing agent | Fixed amount of R390.00 plus VAT, per passenger, per segment |
Fare Rules and Condition | Non-adherence to specified fare rules as stipulated by Airlink E.g. | A Debit memo | Fixed amount of R390.00 plus VAT, per |
Private and Corporate Fare Abuse | Where we have Private or other special fares, and agent does not | A Debit memo will be raised to the Booking/ Ticketing agent | Difference between fare paid |
Bookings & Ticketing of Infants and Child | INF/CHD indicator not endorsed on ticket according to standard | A Debit memo | Fixed amount of R390.00 plus |
CIP Violation | When a carriers CIP is selected, ensure that all subsequent voluntary exchange/reissues must | A Debit memo | Admin Fee of R390.00 plus VAT per ticket. |
Contractual missing or | Such as but not limited | A Debit memo | An admin fee of R390.00 plus VAT |
Commissions | Incorrect calculation/ application of | A Debit memo | The difference in over-claimed |
Group | Conditions specified in the 4Z group’s contract will be audited such as fare, taxes, surcharges, | A Debit memo will be raised to the Booking/ Ticketing agent | An ADM of R550.00 plus VAT, |
Cross Border Selling | Cross border selling is the practice of selling | A Debit memo will be raised to the Booking/ Ticketing agent | An ADM for applicable fare |
Baggage | Incorrect Baggage charge, ticket reflects | A Debit memo will be raised to the Booking/ Ticketing agent | The Kilograms in excess/under |
VAT on commission | Agent must remember that in the event of a | A Debit memo will be raised to the Booking/ Ticketing agent | Collection of Vat applicable plus |
No show | Verification of holding bookings with | A Debit memo | An R550.00 admin fee per sector, per passenger for any unticketed/voided /refunded tickets with booking still live in the system. In addition, NO SHOW |
Schedule Change | Segments created due to schedule changes | A Debit memo | R550.00 plus VAT will be applicable. Should any |
Duplicate | Verification on created duplicate PNRS for | A Debit memo | Fixed Admin fee of R550.00 plus VAT per passenger, per segment. |
Fare | Validation on purchased tickets with | A Debit memo | Fare difference to first higher fare where Wait List (WL) is permitted plus the admin fee of R390.00 plus VAT. |
Reissue | Validation on reissued documents | A Debit memo | Fare/tax/ commission difference plus Admin fee of R390.00 plus VAT. |
Minimum | Verification on bookings that undercut required MCT | A Debit memo | Fixed admin fee of R550.00 |
Refund Violation | Validation on documents claimed for refund, | A Debit memo | Fare/Tax & commission |
Split Bookings | Any abusive use of split bookings which | A Debit memo | An Admin fee of R390.00 |
Credit Card Charge back | In case Airlink is debited by the credit card | A Debit memo will be raised to | Airlink will charge the agent for the entire cost of the chargeback plus a R550.00 Admin Fee plus VAT |
Ticket Not | In case of discrepancy in the sales information /reporting of agents, an ADM is | A Debit memo will be raised to | Value of unreported sale |
TRAVEL AGENT’S, GSA’s, Online Travel Agents (OTAS) and Airline Staff OBLIGATIONS:
Travel Agents obligations are described in IATA Resolution 824 and ARC ARA in which it is stated
that all tickets must be issued in compliance with the Carriers fares, conditions, general conditions
of carriage and written instructions provided to them.
TRAVEL AGENTS’, GSA’s, OTAs and Airline Staff BEST PRACTICES:
Train their staff to comply with Airlink booking policy guidelines as well as the IATA Resolutions and ARC -ARA -ADM Procedures.
Make available the Carriers‟ General Conditions of Carriage “to the customer and advise the customer of the fare conditions, eligibility - when required, and free baggage allowance.
Inform customers that Airlink will only honor flight coupons if used in sequence and from the point of origin as displayed on the ticket. Otherwise the ticket will be rendered invalid, customer denied boarding and no refund will be accepted.
Inform customers that at any time, customers could be charged the fare difference (plus change fee, if applicable) between the paid travel plan and the effective one, or risk denied boarding. Travel Agents should take payments systematically for any changes made to the original booking.
Inform the Carrier of all Pseudo City Codes (PCC) / office IDs linked, bridged or emulated to its main agent codes. The carrier will hold the agent fully responsible for all bookings made by all PCCs/office IDs linked to their agent codes
Action all queues on a daily basis and delete all HX, NO, UC, UN & US segments 24hrs prior to departure to minimize GDS costs.
Action all TK segments daily and advise clients accordingly.
Reservations must consist of the full names of each customer as per the customer’s ID/Passport.
Reservations/ticketing training in “live” PNRs is not permitted, only in the GDS training mode.
Use fare levels and fare basis as stipulated by the carrier. All fares must be updated and applicable at date of ticketing.
Inform passengers that the Airline reserves the right to collect any differences in taxes implemented by respective Government Authorities.
Ensure that the baggage allowance on the ticket is in accordance with the fare conditions and the GDS.
Agents subscribed to multiple GDS must issue tickets in the same GDS where the booking is made and not generate unnecessary GDS costs.
Check passenger’s eligibility for Private and other special fares (e.g. Seaman, Corporate, staff, etc.) or Tour Operator (TO) fares, before issuing a ticket and to inform the passenger that the proof of eligibility may be requested by the Airline at any time. The
Airline reserves the right to settle with the customer or alternatively an ADM shall be raised to the respective Travel Agent.
To ensure that when an ADM is disputed, the response is specific, in-depth and the relevant supporting information is sent to Airlink.
To raise all disputes as per BSP/ARC guidelines applicable.
Airlink Responsibility:
Aim to minimize irregularities in issuing/managing tickets through audits.
Provide as much information and detail for the reason behind the charge issued in order to ensure its accuracy.
To avoid recurrence of irregularities when the type and volume of anomalies are deemed to be above average, concurrence with the respective Agent is required regarding the most suitable corrective action. Airlink will endeavor to address these issues bilaterally with the respective agent concerned.
4Z reserves the right to take preventive measures, including but not limited to, inhibiting access – point of sale closure (POSCI) to its inventory by any Travel Agent/OTA engaged in booking malpractices.
General ADM Process Worldwide
In compliance with IATA Resolution 850M and ARC ARA processes,
An ADM can be sent out by the airline via BSP/ARC Link within 9 months after final travel date. When final travel date cannot be established, expiry date of the document will be used.
After this period, payments will be settled directly between the travel agent and the airline. In line with IATA Resolution 850m, Airlink will send ADMs via BSP/ARC link with no financial consequences during the latency period (14 days or period fixed by the local BSP/ARC -link organization).
When making a dispute, a valid and clear justification must be provided at all times otherwise the dispute cannot be handled. Responsible behavior in case of ADM disputes is required from both the Travel Agent /OTAs and the Airline staff.
Please mention your contact details for an efficient handling by 4Z.
Airlink will reply to your dispute within 60 days (in consistency with IATA Resolution and ARC ARA procedures) giving a clear explanation of acceptance or denial of the dispute.
Should Airlink reject a dispute and Agent wants 4Z to re-investigate, agent is requested to respond to 4Z within 14 days to provide additional new information. Otherwise ADM will be submitted for settlement to BSP/ARC link.
For non BSP/ARC cases, the ADMs shall be circulated by the respective local Airlink office.
ADM Issuance Process
An ADM relates to a specific transaction and will not be used to group unrelated transactions together. However more than one charge can be included in an ADM if the reason for the charge is the same and a detailed supporting list is provided with the ADM.
No more than one ADM will normally be raised in relation to the same original ticket issuance. When more than one ADM is raised in relation to the same ticket, it shall be specified for a different adjustment to previous issues.
Except where otherwise agreed in the local market, ADMs will not be used to collect third party costs not directly associated with the initial ticket issuance of passenger journey.
However GDS wastage costs form an exception and will be settled through ADMs.
In case deviations of the fare rules are found on tickets during an audit process, Airlink will systematically generate ADMs reflecting value of difference between the applicable fare and the applied fare.
Minimum ADM Amount
The minimum amount, for which an ADM is raised, is $10.
Airlink can issue one ADM with multiple reasons for one original ticket in regard to minimum amount. In case of persistent practices of under collection (multiple occurrences of underpayments of less than USD 1 by the same IATA/ARC Agent, 4Z reserves the right to recover these underpayments by issuing an ADM.
In case of ADM related to fuel surcharge, other surcharges, commission, taxes, penalties and fees, no minimum applies and an ADM will be generated for value due.
ADM Dispute
Airlink will endeavor to handle rejected or disputed ADMs in a timely manner in compliance with applicable IATA resolutions and regulations. The travel agent can dispute the ADM as perthe “Latency period” applicable in respective BSP/ARC country/market practice.
Airlink shall evaluate the reasons for the dispute and approve where it is proved that the charge was not due.
For any un-resolved disputes, Airlink reserves the right to deduct the disputed amount from applicable Agent’s incentive program.
Visit our Travel Agent Helpline webpage here for more contact information.
1. BACKGROUND
Airlink publishes, as per IATA requirements, its Refund Policy to Travel Agents and
Travel Consultants to create a clear understanding of the Policy applicable to the
Refund and Cancellation process with regard to the travel documents of Airlink.
The responsibility to clearly explain not only the conditions of the fare purchased, but
also the refund rules and regulation pertaining to the applicable purchase is the
responsibility of the Selling Agent.
The general travelling public and Airlink passengers often indicate they were not
aware of the refund and cancellation terms and conditions applicable to the services
purchased.
Many of the uncertainties regarding the refund and cancellation process can be
prevented at the first point of purchase/contact.
2. SCOPE
This policy applies to all services sold on 749 ticket stock by travel agents. It is the
responsibility of the GDS subscribers to ensure that all of its employees, agents and
contractors, in all of its locations, are familiar with this policy.
Airlink will apply a Cancellation Penalty or an Admin Fee (whichever is higher). It will
be the responsibility of the Agent/Travel Consultant to collect amounts or make
adjustments to the refund of travel documents.
3. COST OF SERVICES PROVIDED AND THE NUCLEUS OF THE REFUND POLICY
Any kind of service requested by a passenger and provided for, incurs an expense. To
confirm the service provided for, a suitable valid travel document indicating the
required service is issued, not free of charge, but at a cost.
The cost for issuing such a travel document or service rendered will therefore be
recovered whenever a request for a refund or cancellation is received by Airlink. The
interaction between Airlink Selling Point or the Agent and the passenger forms the
nucleus of the Refund and Cancelation Policy.
4. IATA APPOINTED AGENTS OR TRAVEL CONSULTANTS
All IATA appointed Agents or Travel Consultants are considered to be fully competent
and able to transact reservations and issue travel documents on behalf of Airlink.
To expedite refunds and to limit all the unnecessary delays to the refund process, all
IATA appointed Agents will make sure that their Travel Consultants are able and
authorized, to quote airfares, effect reservations, process refunds and issue travel
documents, in accordance with this policy.
Any Agent or Travel Consultant will confirm and display on the travel document being
issued, all the necessary elements depicting exact terms and conditions applicable to
that travel document. The omission to do so could render the Agent or Travel
Consultant liable in accordance to the terms and conditions related to any service or
travel document and will be unjustifiable.
- NOTE: Airlink will not be responsible for any cost incurred by such an error or any others made by an Agent or Travel Consultant
5. BSPLINK REFUND APPLICATION PROCESS FOR BSPZA
The Airlink Head Office Refunds Department will only authorize refunds on BSPLink.
The refund process takes up to a maximum of 21 working days to be finalized once all
required supporting documentation has been made available.
- NOTE: An application on BSPLink should only be made upon receipt of a request to do so from a passenger by the travel agent.
All relevant supporting documentation must be attached to the online application.
For E-Tickets / EMD’s
Attach copies of all documentation to the online application, e.g. death certificate,
medical certificate, hospital bill, etc.
Downgrades:
Attach copies of all documentation to the online application (including the boarding
pass)
EMD for a group deposit
Attach copy of authority obtained from groups department to refund
6. THE REFUND PROCESS
The refund process is very dynamic and involves electronic and manual systems that
are managed and validated at different intervals by trained staff.
It is regulated by:
- Government regulations
- Conditions of carriage
- IATA resolutions
- Fare rules and conditions
An originally issued travel document, used in accordance with the service/s for which it
was issued, has no other additional costs over and above the displayed amount.
When a passenger requests a refund, an amendment, a cancellation or a modification,
for a specific service/s that was rendered, it constitutes a change of the original formal
contract. The party or person, who has requested the change, in part or in total, will pay
all costs, or penalties applicable and relevant to the change/s of the initial contract.
Any cost that is waived during the refund process will be a direct loss for the
Agent/Travel Consultant/Airlink
- Note: Any Agent’s error of incorrect issuance or any other form of errors will be a cost for the Agent or Travel Consultant, and will not be the responsibility of Airlink.
The refund cost will be recovered in the form of either an:
- Administrative Fee or
- Cancellation Fee
Note: This is for the BSPZA market only as all countries will charge as per the market they serve.
To allocate the applicable costs of an originally issued travel document, which will no longer be
used as issued, in total or in part, it is necessary to establish whether that required change of
the original travel document is: Voluntary or Involuntary
7. ADMINISTRATION FEES AND CANCELLATION PENALTIES FOR REFUNDS
ADMINISTRATION FEES
Administration fees are charged for the work performed to process a refund on a traffic
document. This is not to be confused with a cancellation penalty.
An administration fee is to be charged where there is no cancellation fee on the fare concerned.
This fee is applicable even when a travel agent is processing the refund direct.
In cases where the cancellation is less than the administration fee, the latter will be applicable.
- Note: All refunds that should have been processed on GDS but are forwarded to the airline will attract an additional admin fee of ZAR500.00 plus VAT over and above the applicable administration/cancellation fee.
IATA BSP AGENTS
In certain markets, Airlink may grant Agents a percentage or fixed portion of the administration
or cancellation fee imposed on travel documents being refunded.
In the following instances, Agent or Travel consultant will forfeit any administration fees where:
- A. The Agent or Travel consultants send or refer refunds to the Airlink Refund Office.
- B. The Agent or Travel Consultant incorrectly computes the value of a refund, or neglects to apply the cancellation fee in accordance to the rules and regulations of that specific travel document.
IATA BSP Agents reserve the right to charge any additional administration fee from their clients
to cover their operational expenses, but this must then be collected and communicated to their
clients outside the BSP process.
CANCELLATION FEES
A cancellation fee is payable as stipulated by the particular fare rules. Cancellation penalties
may vary according to the conditions of sale, and is normally related to the conditions of the
transportation contract sold, and not to be confused with an administration fee for a refund.
- Note: Either an administration or cancellation fee (whichever is the highest) will be charged when processing a refund for the BSPZA market.
REFUNDING OF TAXES ONLY
In the event where the entire fare is non-refundable, the non-refundable amount (excluding
vat) must be reflected in the remittance area, therefore, the amount must reflect in the
cancellation penalty area followed by the vat in the vat box.
8. Airlink HEAD OFFICE REFUNDS WILL ONLY PROCESS THE FOLLOWING TRAVEL AGENT
REFUNDS
- Involuntary Refunds
- Group Refunds
- Waiver and Favour authority (e.g. death, medical - all waiver requests must be done by a refund application on BSP Link).
- Exchange tickets
- Changes in IATA agent number
- Change in the form of payment
- Incorrect spelling of Passenger name
- Expired Tickets
Note: Any refund forwarded directly to Airlink not falling into the above categories will attract an additional administration fee of R500.00 plus VAT.
9. VOLUNTARY REFUND
A voluntary refund is a refund where the reason for the refund of a totally unused travel
document or the unused portion of it, is solely attributed to action of the passenger or the lack
thereof.
Examples are:
- Decision not to travel
- Error by Agent or Travel Consultant in issuing the travel document
Note: All the necessary penalties and cancellation fees will normally apply in these instances.
10.WAIVER REQUESTS FOR VOLUNTARY REFUNDS:
Waivers of cancellation fees or administration fees on voluntary refunds must be referred to Airlink
Head Office Refunds department and may not be paid out by any station or directly by a travel agent
without the approval of that department. All waiver requests must be done by a refund
application on BSP Link.
Consumer Protection Act (CPA) directive for refunds: Consumer Protection Act is the law
applicable in South Africa which gives consumers the right to receive a full refund in case of
Illness/Death.
Illness:
- The hospital Account/Admission form must be obtained
- Eligible for a Full Refund
Note: Fare rules will apply where no hospital account/admission form is received to
substantiate illness. Medical Certificates are not covered by the Consumer Protection Act.
Death:
- A Death certificate must be obtained
- Eligible for a Full Refund
Note: Death and illness should coincide with the dates of travel.
Each country has its own government regulations pertaining to consumer protection/rights.
INVOLUNTARY REFUND
An involuntary refund is the request for a refund of a totally unused, or the unused portion of
a travel document, which can be solely attributed to the airline being unable to provide the
contracted conveyance of a passenger as detailed on the travel document.
Attributed to the following:
- Safety or legal requirements
- Cancellation of a flight
- The airline fails to operate a flight according to the schedule
- Fails to stop at a point to which the passenger is destined to stopover.
- Unable to honour confirmed space
- Unable to honour the class of booking
- Unable to deliver passenger to a connecting flight for which the passenger holds a confirmed reservation issued within the same travel document.
Note: Under this clause, all the administrative or cancellation fees will be waived.
Waiver requests for involuntary refunds: Waivers of cancellation fees or administration fees
on involuntary refunds must be referred to Airlink Head Office Refunds department and may
not be paid out by any station or directly by a travel agent without the approval of the
relevant department. In the case whereby a Travel Agent has proof or evidence that led to
such an involuntary refund request, such proof must be submitted to Head Office for the
purposes of validation. This will ensure that the involuntary refund is properly supported with
circumstantial evidence. All waiver requests must be done by a refund application on BSP Link.
Note: Denied boarding due to incorrect documentation (e.g. Visa) or incorrect advice from an
Embassy’s Airline Liaison Officer does not constitute an Involuntary Refund.
12.TERMS AND CONDITIONS OF REFUNDS
The validity of a travel document is one year for international and six months for domestic
flights; calculated from the day of commencement of a flight (partially used) or the date of
issue for an open or unused travel document. Special / Restricted Fares will determine the
validity as per the special fare rule.
The validity of a travel document for refund purposes is twelve (12) months from date of issue.
Travel documents that are older that (12) months may not be refunded.
- Note: This policy applies for documents issued in South Africa only.Subject to applicable Government Regulations and their currency control restrictions, an Agent / Travel consultant or Carrier will refund only, to the person who has paid for the travel document in the original form of payment, via the original issuing agent office.
13. FAILURE BY AIRLINK TO PROVIDE CARRIAGE
On failure by Airlink to provide carriage in accordance with the contract of carriage, or where a
passenger requests an involuntary refund, the refund for an unused travel document or
portion thereof will only be made by Airlink in accordance with the clauses and conditions of
this policy. Refer to our website: www.flyairlink.com
Agents and Travel Consultants may re-issue an Airlink travel document only if the airline failed
to provide the transport in accordance with the terms and conditions thereof and upon the
airline’s notification or authorisation.
14. REFUND PAYMENT OF TRAVEL DOCUMENTS BY AGENTS OR TRAVEL CONSULTANTS
VOLUNTARY REFUNDS
Totally unused travel documents and partially used travel documents:
- The Agent or Travel consultant will refund the travel documents issued by that same Agency if the motivation for the refund is on a voluntary basis. In the event of an ADM due to duplicate usage Airlink will request from the Travel Agent the written request for refund as instructed by the customer to the Travel Agent.
- A voluntary refund requires that all applicable administrative or cancellation fees be applied.
Note: Waiver of these fees will only be approved and sanctioned by Airlink's Refunds Department.
VMPD’s /EMD’s - All VMPD’s/EMD’s refunds will be forwarded to the carrier whose document
has been used to originate the transaction.
- Note: Voluntary refunds will be made by the Carrier who originally issued the travel document or by the Agent who issued the travel document when authorization is received. All BSP ETICKETS/VMPD’s/EMD’s issued for groups require authority from the groups department before they can be finalized.
INVOLUNTARY REFUNDS
All Agents or Travel Consultants will forward involuntary refunds to the ISSUING AIRLINE for
refund and processing.
All involuntary refunds HAVE to be referred to H/O Refunds Department for authorization.
Only once such authorization has been received, may the station pay out such refund.
- Note: Airlink will only process travel documents under this clause.
15 PERSON TO WHOM THE REFUNDS WILL BE MADE
Airlink will make a refund to the travel agent via BSP according to the form of payment as
indicated in the ticket purchased. The only acceptable deviation would be where the credit
card indicated in the ticket has changed and there is proof substantiating that fact (letter from
the credit card institution/bank declaring the change).
Refunds for closed agents will be dependent on the reason for closure thereof.
16 RIGHT TO REFUSE A REFUND
Airlink may refuse to refund a travel document if application thereof, is made later than
TWELVE MONTHS after the date of issue of document.
The Carrier may refuse the refund on a travel document, which has been presented, to a
Carrier or Government officials of a country as evidence of intention to remain in that country.
Unless the passenger establishes to Airlink's satisfaction, that he or she has received
permission to remain in that country or that he or she will be departing from that country on
another Carrier or other means of transport.
17. CURRENCY
All refunds will be subject to Government laws, rules and regulations or orders by the country
in which the travel document was originally purchased and of the country in which the refund
is being made.
Subject to the foregoing provision, refunds will normally be made in the currency in which the
ticket was paid for, but may be made in another currency in accordance with Carrier's
Regulations and its applicable rates of exchange.
18.METHOD OF REFUND PAYMENT BY AGENTS AND TRAVELLING CONSULTANTS
An Agent or Travel Consultant may only process refunds on travel documents that were issued
by them. The refund will always be processed in the same way as the original transaction form
of payment, i.e. cash or credit card.
If another Agent has issued a travel document or Travel Consultant not affiliated to Airlink, or
outside of South Africa, or by another Carrier, the person requesting the refund must be
referred to that issuing office for a refund.
Lost document refunds, expired travel documents, unused VMPD’s/EMD’s must be referred
and submitted to the issuing Carrier together with the appropriate refund application and
their required attachments.
19. SUPPORTING DOCUMENTATION
A refund will only be processed if the ticket number and supporting documentation, as
required, have been attached to the correct refund application form and forwarded to our
offices for processing.
Only in the following instances will photocopies of the documents required for a refund be
accepted:
- Death certificates,
- Hospital bills
- Passport or ID
- The Agent or Travel consultant's copy of the document,
- In the case of cabin occupancy downgrade, the copies of the passenger's travel document together with a boarding pass of the passenger.
20. MEDICAL CERTIFICATES
The waiver of the cancellation fee will only be considered for illness of a passenger or
immediate family member based on the fare rules. Please note that the refund admin fee is
still applicable.
It is recommended that the passenger be advised and encouraged to take out a cancellation
and curtailment insurance cover. The insurance cover will protect and compensate for all
those eventualities or penalties that will be levied to those airfares they have chosen to
purchase.
Immediate Family is defined and limited to spouse, children (including adopted children)
parents, brothers, sisters, grandparents, grandchildren, fathers-in-law, mothers-in-law,
brothers-in-law, sisters-in-law, sons-in-law, and daughters-in-law. Blood relations to family
members will need to be proved upon request and all decisions are subject to Airlinks
discretion. Refunds due to medical reasons with a medical certificate are not guaranteed.
21. APPLICABLE FARES
The applicable fares are those published by or on behalf of Airlink, or if not published,
constructed in accordance with the Carrier's rules and conditions relevant to that fare which
are subject to Government Requirements and the Carriers Regulations.
The applicable fare is the fare for the flight or flights in effect on the date of commencement
of the carriage covered by the first flight coupon of the ticket. When the amount that has been
collected is not the applicable fare, the difference for the applicable fare shall be paid by the
passenger or, as the case may be, refunded by the Carrier, in accordance with the Carrier's
Regulations.
22. REFUND AMOUNT
VOLUNTARY REFUND
If a passenger or issuing agent, wishes a voluntary refund of a travel document for a reason
other than those set out for an involuntary refund, the amount of refund shall be:
- • If no portion of the travel document has been used, an amount equal to the fare paid, less any applicable administration or cancellation fees.
- If a portion of the travel document has been used, the refund will be the amount equal to the difference between the fare paid and the applicable fare for travel between the points of which the ticket has been used, less any applicable administrative or cancellation fees.
Note: Not all fares are refundable according to the fare rules and regulations that are
stipulated under this clause.
THE REFUND OF A DOCUMENT UPGRADEABLE TO THE NEXT HIGHER FARE
Currently several fare bases stipulate the rule that the ticket is non-refundable but
upgradeable to the next higher fare. Should the ticket be upgraded to a higher fare, the
original fare rules will be considered in case of a refund calculation.
23. INVOLUNTARY REFUND
If the refund is due on an involuntary basis, the amount of refund shall be:
• Equal to the fare paid, if no portion of the ticket has been used.
• If a portion of the ticket has been used, the refund will be the higher of: a. The one-way fare
(less applicable discounts and charges) from point of interruption to destination or point of
next stopover
OR
b. The difference between the fare paid and the fare for the transportation used.
Note: In both these instances the administrative or cancellation fees, if any applicable to that
fare, will be waived and absorbed by Airlink.
24. AUTOMATED BSP REFUND PROCESSES
Automated Refunds are available in the BSPZA market. This means that Agents will use their
GDS to finalise refunds that do not require Airline authorization.
Agents should refer to their GDS manual for procedures on how to process auto refunds.
Note:
- Airlink has no consultants to assist with the agents GDS policy and procedures.
- The normal Refund procedure, rules and regulations will apply.
- Partial and Full Refunds will be accepted via the auto refunds process.
- XP, OC and DU tax codes are non-refundable.
- The Cancellation or Administration fee will always be applicable.
- Non-refundable fares are non-refundable.
- Airlink will continue to audit the billing and ADM's will be issued for violations.
Those travel documents which have been issued incorrectly, either due to "system error" or
"agents’ error" or " duplicate issue", must be VOIDED and reported as such to BSP within the
same sales reporting period. If these errors are detected only after the corresponding
reporting period of the date of issue, they are to be processed as "normal" refunds, applying
any administrative or cancellation penalties due. It is the duty of the Agent to correctly
recuperate or claim from the source of origin the fees if the passenger is not liable for them.
These documents are "NOT INVOLUNTARY" refunds
25. FEES CHARGED IN THE BSPZA MARKET
The standard refund administration fee is R440.00 plus VAT. This is for refunds that by their
nature require Airline authorisation and for refunds processed directly by travel agents. The
charge is applicable to all voluntary refunds.
Note: The standard refund administration fee of R440.00 plus VAT is also applicable to refunds
processed through the GDS
The alternative refund administration fee is R500.00 plus VAT.
- This is for refunds which should have been finalised by the agents directly using their GDS.
- This administration fee will either be collected through an ADM (if the FOP on the ticket is credit card) or deducted from the refund (if the FOP is cash).
- The alternative refund application fee will be over and above the standard refund administration fee of R440.00 plus VAT, or applicable cancellation fee
Note: Only Cash and Credit Card are valid payment types for BSP Agent refunds.
26 SPECIFIC REFUND REQUIREMENTS FOR HEAD OFFICE APPROVAL
INCORPORATED REFUNDS
Correspondence with Another Airline
- Voluntary/Involuntary downgrade
- Missing coupons due to incorrect exchange
Retroactive refund
- Request from OAL & follow up correspondence
- Refund application
- Copies of all TICKETS/EMD/VMPD’s involved
- Flight details (referral notices handed to PSGRS by other Airlines, Boarding Passes, etc.) that may be of assistance in finalizing the refunds.
GROUP REFUNDS
Supporting Documentation
- Unused tickets
- Purged PNR • TICKET/EMD/VMPD
- Copies of TICKET/EMD/VMPD’s involved Group department authorisation
- Obtain group authorisation document stipulating the waiver rules and regulations according to the group contract.
UNUSED TICKETS
Supporting documentation
- Refund Application.
- Unused Coupons
- Permanent Residence Certificate where Applicable
VOLUNTARY AND INVOLUNTARY DOWNGRADING
Supporting Documentation
- Refund application/Approval Forms completed in detail
- Copies of all TICKETS’s/EMD’s/VMPD’s involved
- Flight details
- Boarding passes
- In-/Voluntary downgrading notices handed to PSGRS by Airline concerned.
AGENT ERROR – NEW TICKET ISSUED. The agent issues a ticket incorrectly for the passenger
and is forced to issue a new ticket and cancel the original one – Name errors.
Supporting documentation
• The agent must prove that a new ticket was issued for the same itinerary before a waiver on
the fare rules can be granted. Waivers are at the discretion of Airlink and are not guaranteed.
Note: The agent has the ability to cancel such incorrect ticket the same day on his/her SALES
REPORT. This will eliminate an unnecessary refund. If such agent did not cancel the ticket on
the SALES REPORT, the standard administration fee plus VAT will be charged as indicated.
FLIGHT INTERRUPTIONS OR CANCELLATIONS
Request must be sent to Airlink Head office for a waiver number (all waiver requests must be
done by a refund application on BSP Link).
Visit our Travel Agent Helpline webpage here for more contact information.
Travel on 4Z/749 Ticket stock.
- Passengers will be permitted one free date change for tickets with a travel date commencing prior to 31 December 2020. The free date change must fall within the ticket validity, which has been extended for both regional and domestic to two years from original date of issue. The original routing must remain the same.
- The above will ensure that any new tickets issued for travel prior to 31 December 2020 will be entitled to one free date change, within ticket validity and subject to booking class availability.
- For any changes requested for flights operating in 2021, standard fare rules and change fees will apply.
- All original flights must be cancelled prior to departure and tickets must be re-issued prior to 31 December 2021.
- No-show policy will apply if flights are not cancelled prior to departure ie. The applicable sectors will be forfeited.
- New flight/s must be in the same booking class as the original ticket. If the class is not available, the difference in fare must be collected. Rebooking fees will be waivered for original departure dates prior to 31 December 2020.
- If the Airlink flight forms part of an itinerary with another airline and it is issued on that Airline’s ticket stock, please refer to and abide by their respective policy.
- These provisions are applicable to all published, net/group fares as well as group deposits.
- Waiver authority must be endorsed on the new ticket and in the booking.
WF20.4Z.10028 – PEN WAIVER DUE TO COVID19
Cancellation requests.
- Waivers will not be given for cancellations.
- Refund must be processed as per fare rules.
Policy at a Glance
| Original Date of Issue | Prior to 31 December 2020 |
| Original Travel Date | 20 April 2020 - 31 December 2020 |
| Itinerary | Standalone Airlink 4Z/749 flights only |
| Permitted travel dates | Any date provided within ticket validity, subject to booking class availability. |
| Re-issue | On / before 31 December 2021 |
| Penalty waiver authority | WF20.4Z.10028 – PEN WAIVER DUE TO COVID19 |
| Refund/Rerouting | As per fare rules. |
Visit our Travel Agent Helpline webpage here for more contact information.
Airlink advises that it has reached agreement with South African Airways in business rescue (for the re-accommodation of SAA tickets issued from 6 December 2019 for travel on Airlink flights. In
terms of the agreement, Airlink will re issue and re accommodate SAA (083) tickets issued on Airlink
SA8 flights on Airlink (749) tickets for travel on future Airlink 4Z flights.
Airlink’s ticketing team will manage the re issue and re accommodation process. “This process is time consuming and we thank our travel partners and customers for their patience whilst our team of ticketing agents processes the ticket re-accommodation and re-issuing said Rodger Foster", MD and CEO.
Once tickets have been re-accommodated and re-issued Airlink customers will be able to contact Airlink’s customer care team to arrange their re-booking in accordance with Airlink’s published policy. It is important for Airlink customers to be aware that in terms of Airlink’s (now discontinued) franchise relationship with SAA, ticket sale revenue resides with SAA for all 083 SA8 tickets until such time as the flight liability has been fulfilled. The re-accommodation agreement will allow the transfer of the ticket sale revenue together with liability for service delivery to Airlink. Therefore until the re accommodations have been affected, Airlink cannot arrange re-bookings as the ticket sale revenue is in SAA’s possession.
Regrettably the re-accommodation solution does not apply to tickets purchased prior to 6 December 2019. Airlink customers holding SAA tickets purchased before 6 December 2019 should refer to SAA ’s business rescue practitioners, Mr. Les Matuson and Mr. Siviwe Dongwana, for further guidance.
Re-accommodation of 083 tickets issued from 6 December 2019 on Airlink SA8 flights will begin immediately and will endure for the next few weeks on condition that Airlink receives from SAA the ticket revenue associated with the re-accommodated tickets bearing in mind that SAA remains in the uncertain situation of being in business rescue.
Airlink apologizes to our valued customers and travel trade partners for the inconvenience of the prolonged wait in reaching this positive outcome. Airlink regrets the inconvenience to customers who purchased SAA tickets prior to 6 December 2019 on Airlink flights.
About Airlink
Airlink is a privately owned, BBBEE Level 4 business, with strong institutional shareholders and a respectable track record of consistent profitability over the past 28 years. The regional feeder airline is headquartered in Johannesburg, has the largest fleet of commercial jetliners in Southern Africa, operates more than 5 600 flights per month on 55 routes to 39 destinations in nine African countries with a better than 95% on time performance. Last year Air link carried almost two million passengers on their more than 63,000 flights.
See our Q&A about the 4Z re-accommodation and reissue of SAA tickets process here.
Download PDF
Question
Will Airlink automatically reissue all the tickets or must I send a list of my bookings to Airlink?
- Answer - Airlink has the database of SA8/083 tickets issued in the period from 06 December 2019 onwards and will reissue according to a pre-determined process.
Question
What is the re-accommodation and reissue process?
- Answer - The processing of the re-accommodations and reissues will be divided into two categories. The first category applies to: -
- Suspended SA8/083 tickets where passenger no-showed – refund on taxes only (as per fare rules).
- Open SA8/083 tickets over the lockdown period that require re-accommodation.
Point 1 and 2 above relates to tickets issued from 06 December 2019 for travel between 06 December 2019 up to 10 June 2020. The bookings will be re-accommodated in sequential ticket number order onto fictitious flight numbers. Once all these reissues have been done, Airlink will send out a media request asking people who had bookings in that period to contact Airlink with details of their new dates. Please note that this does not apply to passengers who have no-showed on Airlink flights – these tickets will remain non-refundable. The definition of a no-show is a passenger who does not cancel his/her booking even though the flight is still operating.
The second category applies to: -
- Original SA8/083 tickets to be re-accommodated onto 4Z/749 tickets
Point 1 above relates to all tickets issued from 06 December 2019 for travel from 11 June 2020 onwards. The rebooking’s and reissues will be handled in date order and Airlink will get in touch with each passenger/agent, where contact details are available, to ascertain if they are still going to travel on the current dates or if they require a date change.
Question
How long will this rebooking process take?
- Answer - It is impossible to say but it could take months on the basis that there are tens of thousands of tickets to reissue. Airlink will process the bookings as fast as possible.
Question
There seems to be a discrepancy regarding the dates in the media release
- Answer - The heading and first paragraph of our most recent press release mentions “after the 06 December 2019”. It should read “from 06 December 2019”, in terms of defining the date period for these reissues.
Question
Why can Airlink not reissue tickets prior to 06 December 2019?
- Answer - Airlink was given authorization by SAA’s business rescue practitioners to reissue tickets booked from the 06 December only – this is the day after SAA went into business rescue. All tickets issued prior to this date fall outside the scope of the agreement and are subject to a moratorium in terms of SAA’s business rescue process. The ticket sale funds for all SA8 tickets reside with SAA, and therefore Airlink is unable to accept these tickets unless the associated funds are made available.
Question
What should we do with tickets issued prior to 06 December 2019?
- Answer - SAA has advised that they will issue vouchers to the value of those tickets for use towards any SAA designated future flight. This appears to be the only option right now, other than to wait and see what happens to SAA and the government guarantees that are meant to be in place to cover the value of all the tickets.
Question
Can agencies play any part in the re-issuing process?
- Answer - As much as Airlink would like Agencies to assist with rebooking and reissuing flights from 083 ticket stock to 749 ticket stock, this would be deemed a CIP Violation. Airlink has been given temporary permission to commit this violation in order to move the flights across but unfortunately this cannot be extended to operators and agents.
Question
Once the tickets have been reissued onto 4Z/749 stock, can we still make a date change?
- Answer - Yes, one free date change is permitted within 2 years of the original date of issue (the date of issue of the original SA8/083 ticket, not the new re-issued date on 4Z/749)
Question
When is the cut-off date to reissue my ticket with the new date?
- Answer - All date change re-issues must be completed prior to 31 December 2021, or earlier in the case of any bookings made between the 06 - 31 December 2019. As the extended ticket validity is two years from date of original issue, all travel must be completed prior to the last day of the validity.
Question
Will re-routings be permitted?
- Answer - Re-routings will be as per fare rules.
Question
Will the difference in fare and taxes be collected when rebooking?
- Answer - One free date change will be permitted within the 2-year ticket validity. When reissuing on the same routing and same booking class, the reissue will be at no ADC utilizing the applicable waiver auth (this will be done by Airlink). In the event that the same booking class is not available, the difference in fare and taxes must be collected but the rebooking fee will still be waived.
Please note that when Airlink reissues the ticket from SA8/083 to 4Z/749, this does not constitute utilization of the free change. This process is merely to get the booking across into the new system and onto the new code. The free date change is reserved for use by the passenger when deciding on a new date.
Question
What if the original ticket was issued prior to 06 December but reissued for another date after the 06 December 2019?
- Answer - The original date of issue precludes Airlink from reissuing the ticket onto 4Z/749.
Question
Once the tickets have been re-accommodated onto 4Z/749, will all future changes need to be handled by Airlink.
- Answer - Yes, Airlink will have control of the bookings due to the reissuing process.
Question
What will happen to the SSR’s and seats in our previous booking?
- Answer - Airlink will endeavour to try and replicate as many of the original requests as possible for all bookings.
Question
Should passengers decide not to travel, can they request a refund?
- Answer - Airlink will incur a 13% Interline Service Charge billed to Airlink for reissuing the tickets. Airlink will absorb these costs for all tickets that maintain their bookings and travel within the 2-year ticket validity. However, in the event of a refund, the interline service charge will be deducted from the base fare and YQ component of the ticket, plus the applicable cancellation fee will be applied as per the fare rules.
Question
What happens if my booking was cancelled due to a schedule change?
- Answer - Any Airlink schedule changes prior to 11 March 2020 are classified as changes to our network and a full refund may be requested. Any schedule changes/cancellations of flights from the 11 March 2020 (the day the world Health Organization declared COVID-19 a global pandemic) are considered force majeure and standard refund processes apply – refund as per fare rules. This will remain in place until such time as domestic, regional and international travel bans are lifted worldwide.
Question
How long can I expect my refund to take?
- Answer - Due to the vast volume of refund requests coming through, the processing time may take up to four months from date of submission. Every effort will be made to process refunds as quickly as possible.
Question
How can I go about requesting a refund?
- Answer - Please send your refund request to e-ticketing@flyairlink.com along with the relevant documentation – please see below .
Question
How will I be refunded?
- Answer - Once a ticket has been reissued to 4Z/749, the original form of payment can no longer be accessed properly. With that in mind, all original tickets issued utilizing a credit card can only have their refund processed via EFT. Please send through a bank confirmation letter or bank statement, not older than 3 months, reflecting the name of the person who paid for the original ticket, account number (plus swift code if applicable), physical address of the bank, physical address of the account holder along with the ticket number, when requesting a refund.
Question
Will the new 4Z Tickets be seen in the original booking?
- Answer - In some instances both the old and new flights details will be seen in the original booking but due to the various reservation systems involved, this may not always be the case.
Question
What happens if I already have a voucher for SAA in exchange for my Airlink ticket but prefer to have my original Airlink flight instead?
- Answer - We are still waiting for a response from SAA regarding the possibility of voiding the voucher and permitting the original ticket to be reissued to the corresponding Airlink flight.
Question
What happens if I am waiting for a voucher from SAA and do not want my ticket on Airlink reissued?
- Answer - Please email e-ticketing@flyairlink.com immediately and advise that you are waiting for a SAA voucher and do not want your ticket reissued onto an Airlink flight. Please note that there is no guarantee that Airlink can extract the booking in time, but will do our best.
Question
Are tickets transferrable to another passenger?
- Answer - Tickets are non-transferable.
Question
Are we guaranteed of having SA8 tickets booked after 06 December 2019 reissued onto 4Z/749 ticket stock?
- Answer - Airlink will continue to reissue tickets on the basis that the funds for these tickets are paid over. In the event that payment for the reissued tickets are no longer made, Airlink will have no choice but to suspend ticket reissues immediately.
Question
What types of tickets will be accommodated from SA8/083 to 4Z/749?
- Answer - All published fares, group fares and FIT fares.
Question
Are there any tickets that will not be re-accommodated from SA8/083 to 4Z/749?
- Answer - We are unable to accept any Industry (rebated), Agency or Voyager Redemption tickets for re-issuing
Question
What happens if my ticket is part of a multi-sector itinerary containing SAA flights issued on SA8/083?
- Answer - All Airlink SA8 sectors will be removed from the original itinerary and reissued onto 4Z/749 flight numbers. The remaining itinerary will stay as booked.
Question
If I have already issued a new ticket on 4Z/749 in place of my old SA8 ticket, what happens to that old ticket now?
- Answer - In the event that you have already bought a new ticket that matches the old ticket in name and routing, please send both tickets to e-ticketing@flyairlink.com who will verify them both and send the original ticket in for refund.
Question
When will Airlink commence operations again?
- Answer - At this stage the South African government has given no indication of when domestic, regional and international flights may recommence.
Question
What are the contact details to get in touch regarding rebooking’s or general queries?
- Answer - On account of the lockdown and suspension of air travel, Airlink only has skeleton staff working, largely on a remote basis. E-ticketing@flyairlink.com or customercare@flyairlink.com can be contacted with any queries. Please note that due to excessive email volumes, the response may be delayed.