4Z ADM Policy

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.

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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.

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 its employees, agents, and contractors, in all of its locations, are familiar with this policy.

Airlink will issue ADMs/invoices to collect amounts or adjust all Travel Agents and Staff transactions with regards to the bookings, ticketing, sales, and refunds as per IATA Res 850M and 830A.

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Airlink will issue ADMs/invoices to collect amounts or adjust all Travel Agents and Staff transactions with regards to the bookings, ticketing, sales, and refunds as per IATA Res 850M and 830A .

Compliance with this policy is mandatory to maintain integrity in Airlink Revenue Accounting Systems and compliance with IATA Standards.

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Airlink does not encourage any deviations from conditions set out in the policy document as well as our conditions of carriage.

The scope of the audit is not exhaustive and will be applied to the context mentioned in the ADM matrix below.

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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.

** 1 and 2 denote equivalent amount in currency of collection .

• 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 attached to your dispute on BSPLINK
• To raise all disputes as per BSP/ARC guidelines applicable.
• Address all disputes to the e-mail address provided in the ADM.
• Only BSPLINK disputes will be accepted.

• Aim to minimize irregularities in issuing/managing tickets through audits.
• Provide as much information and detail for the reason behind the charge issued 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.

• 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 (15 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 audit company and 4Z.
• 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 15 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.

• 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.

• The minimum amount, for which an ADM is raised, is ZAR 50 and equivalent in other currencies.
• 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.

• 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.
• The waiver number must be updated in the endorsement block on the ticket.
• Any omissions will nullify the waiver. ADM’s will not be reversed in cases where waivers were omitted at ticket issuance or were obtained after ticket issuance.
• In the case of ADM reversal (ACM), such reversal will be less admin and audit fee.