Effective 1 June 2018 - iata.org

1 Travel Agent's Handbook resolution 800, 812 & 818g Edition Effective 1 June 2018. I ATA A R E A S. A R C T I C. O C E A N. GREENLAND. Jan Mayen Is Iceland Faroe Is St. Lawrence Is ASIA. Aleutian Is NORTH EUROPE. AMERICA. Azores Is P A C I F I C. P A C I F I C. Bermuda Is O C E A N. O C E A N Canary Is MENA Marcus Is Northern A T L A N T I C Mariana Is Hawaiian Is Wake Is O C E A N. AFRICA Marshall Is Micronesia Fanning Is Kiribati Christmas Is Galapagos Is Ascension Is SOUTH Cocos Is AMERICA French Polynesia St. Helena Is I N D I A N Fiji Is O C E A N Henderson Is Easter Is AUSTRALIA New Caledonia Is Madagascar Pitcairn Is New Zealand Prince Edward Is South Georgia 1 2 3. Antarctica AREA 1 NORTH, CENTRAL, SOUTH AMERICA AND ENVIRONS. AREA 2 EUROPE, MIDDLE EAST, AFRICA. AREA 3 FAR EAST, AUSTRALIA, NEW ZEALAND, PACIFIC ISLANDS.

2 Travel Agent's Handbook resolution 800, 812 & 818g Edition Effective 1 June 2018. International Air Transport Association Montreal Geneva NOTICE. DISCLAIMER. The information contained in this publication is subject to constant review in the light of changing government requirements and regula- tions. No subscriber or other reader should act on the basis of any such information without referring to applicable laws and regulations and/or without taking appropriate professional advice. Although every effort has been made to ensure accuracy, the International Air Transport Association shall not be held responsible for any loss or damage caused by errors, omissions, misprints or misinterpretation of the contents hereof. Furthermore, the International Air Transport Association expressly disclaims any and all liability to any person or entity, whether a purchaser of this publication or not, in respect of anything done or omitted, and the consequences of anything done or omitted, by any such person or entity in reliance on the contents of this publication.

3 International Air Transport Association. All Rights Reserved. No part of this publication may be re- produced, recast, reformatted or transmitted in any form by any means, electronic or mechanical, including photocopying, recording or any informa- tion storage and retrieval system, for any commer- cial purpose, without the prior written permission from the International Air Transport Association. For clarity, this publication may be reproduced, down- loaded and used internally for the purpose of ex- ecuting obligations associated with the publication. Travel Agent's Handbook resolution 800, 812 & 818g Edition, 2018. ISBN 978-92-9229-647-6. 2018 International Air Transport Association. All rights reserved. Montreal Geneva FOREWORD. FROM THE AGENCY ADMINISTRATOR . Welcome to the 2018 edition of the Travel Agent's Handbook, which contains the current text of Passenger Agency Conference Resolutions that apply to iata Accredited Agents.

4 This Handbook will normally be updated annually and is legally required to be provided to each Approved Location of an iata Accredited Agent. Starting from 2018, the Travel Agent's Handbook for Resolutions 800, 812 and 818g will be consolidated in one book. You will be able to identify the specific resolution by the colour on the cover page, where: resolution 800 (including 832) is green resolution 812 is blue resolution 818g is red Section 1 of this Handbook contains useful information. Further General Information can be found on the dedicated Agenthome website (see below for details). The Passenger Agency Conference Resolutions and locally established criteria, which together form part of the Passenger Sales Agency Agreement, can be found in Sections 2 and 3 respectively of this Handbook. The rules and criteria contained in Sections 2 and 3 are mandatory and must be adhered to by agents participating in the Programme in the country/area governed by these rules.

5 The Manager of each Approved Location is recommended to draw this Handbook to the attention of staff involved in selling international air transportation and issuing tickets. There are items of information in the handbook which will strengthen travel agents' knowledge of their trade and make them more Effective in their work, to the advantage both of their employer and themselves. The Agency Programme is constantly under review and is the subject of on-going dialogue between airlines and agents. As a result, adjustments and improvements are progressively introduced in order to keep the programme relevant to the industry's needs in the marketplace. The changes in this handbook incorporate all the amendments made in 2017, a summary of which is provided in the Salient Aspects' section below. The Agenthome website ( ) provides a wealth of information for iata Accredited Agents.

6 In addition to the individual Passenger Agency Conference resolutions, Agents will also be able to download copies of essential publications (Travel Agent's Handbook, BSP Manual for Agents) and other reference material. Agency Administrator (email: Effective 1 JUNE 2018 i Travel Agent's Handbook SALIENT ASPECTS OF NEW OR AMENDED RESOLUTIONS. General Various amendments to resolutions to align references to Notice of Irregularity and the number of instances associated with it. resolution 800 Passenger Sales Agency Rules Section 5: Amendments relating to the concept of General Concurrence being replaced by the Agent Appointment. Section 14: New Agency fees. Attachment A' Notice of Change Adding provisions of Agent consent to sharing of personal information. resolution 800a Application Form for Accreditation as an iata Passenger Sales Agent Adding provisions of Agent consent to sharing of personal information.)

7 resolution 812 Passenger Sales Agency Rules NEW. A new resolution formalizing the Sales Agency Rules under NewGen ISS. resolution 812a Alternative Transfer Method Providers & Alternative Transfer Methods'. Rules NEW. A new resolution formalizing the use of Alternative Transfer Methods. resolution 818g Passenger Sales Agency Rules Paragraph : Clarifying that an ADM issued for a chargeback cannot be disputed using the Post Billing Dispute mechanism. Paragraph : Amendment in the non-compliance action to be taken when an Agent is unable to prove they are PCI DSS compliant. Section 3: Amendments relating to the concept of General Concurrence being replaced by the Agent Appointment. Section 14: New Agency fees. Attachment A' Reporting & Remitting Paragraph : Adding the paragraph about Travel Agency Commissioner review that was accidentally removed previously.

8 Paragraph : Adding exceptions to the global post billing dispute process for Argentina and Russian Federation (due to local law). Paragraph : Replacement of wording credit limit with cash risk limit . Paragraph : Adding provisions that iata will report Agent Defaults to credit reporting agencies and Airlines Reporting Corporation (ARC). Attachment B' Notice of Change Adding provisions of Agent consent to sharing of personal information. ii Effective 1 JUNE 2018. Foreword Attachment C' Section Settlement The Remittance Date Modified exception for India. resolution 820e Review by the Travel Agent Commissioner Paragraph : Supporting the changes to resolution 890 by including without a Member's individual consent . resolution 832 Reporting & Remitting Procedures Paragraphs & : Adding provisions that iata will report Agent Defaults to credit reporting agencies and Airlines Reporting Corporation (ARC).

9 resolution 846 NewGen ISS Transition Adding references to Alternative Transfer Methods. resolution 848 iata EasyPay Adding a paragraph covering Waiver and Indemnity . resolution 850 Billing and Settlement Plans Adding reference to iata EasyPay. Paragraph (ii)(c) of Attachment F': Adding provision that a suspended BSP Airline must respond to any refund request from Agents in a timely manner. resolution 850m Issue and Processing of Agency Debit Memos (ADMs). Various amendments as agreed and submitted by the ADM Working Group. resolution 858 Blocked Funds NEW. A new resolution formalizing actions to be taken in the event of Blocked Funds in a BSP. resolution 860a Passenger Agency Programme Global Joint Council Adding that the Chair/Chief Executives from UFTAA, WTAAA and ECTAA have the possibility to attend PAPGJC meetings, and their travel expenses will be reimbursed.

10 Establishing a separate fee for PAPGJC agent representatives' travel expenses to be paid by Agents. resolution 866 Definitions of Terms used in Passenger Agency Programme Resolutions Modified definition of BSP Manual For Agents', Appointed', Card Holder', Face-to-Face Transaction', Non-Face-to-Face Transaction' and Signature-on-File Transaction'. Removed definition for General Concurrence'. New definitions for Closed-Loop Network', Customer Card' and Open-Loop Network'. Effective 1 JUNE 2018 iii Travel Agent's Handbook resolution 890 Customer Card Sales Rules Complete update of resolution 890 and specifically the old clause (new ) to acknowledge that each Airline should be able to make its own commercial decision concerning the credit card and payment products it would accept for tickets sold by its appointed Agents.