Yemen Airways Booking Policy

 
 
Yemenia: Yemen Airways Booking Policy
Dear Industry Partners
We are pleased to summarize below our booking policy procedure for your reference and guidance.
The purpose of this policy is to ensure procedure simplification and guidance to avoid unnecessary costs
that may affect the economics of the airline CRC operation and consequently the agent’s profitability,
Yemen Airways (Yemenia) will be forced to control and monitor costs by implementing this Booking
policy as stipulated below effective 01 January 2015.
In order to achieve effective implementation of this policy Yemen Airways will allow access to its
inventory through GDSs for BSP & accredited Travel Agents(GSAs) only. Non BSP Agents are required
and encouraged to become BSP member or find a BSP agents to sponsor their access to Yemenia
inventory for booking and ticketing purposes as a sub agent. The sponsoring BSP Agent will be issued
an ADM if the sponsored sub agent violate the scope of this booking policy causing unnecessary GDS
cost during the booking Process.
Yemen Airways (Yemenia) will strictly monitor/audit the bookings of all travel agents on any GDS used to
book on any Yemenia flight. The intention is to identify violations contrary to industry practice and this
Booking Policy, where these violations result in causing unnecessary GDS costs on Yemenia or result in
empty seats flying without being occupied by a revenue passenger prompting loss of revenue.
The policy will apply on all bookings, on any flight with Yemenia designator code (IY)
(including * Yemenia code share flights), irrespective or regardless the itinerary is ultimately
ticketed or not ;Yemenia reserves the right to take preventative and corrective measures,
including but not limited to inhibiting access to its inventory and debiting the cost to any
partner engaged in booking malpractices; including the following main violations which will be
considered against the stipulated booking policy hereunder.
Yemenia will issue ADMs to collect amounts or make adjustments to all Travel Agents'
transactions related to the bookings, ticketing (issue & re-issue including penalty fees &
additional collections), refund and use/non use of all Yemenia traffic documents regardless of
which airlines are included in the itinerary. Yemenia fare rules should be applied always as
reflected in the system.
YEMENIA reserves the right to change the scope of this policy and penalty fees where and as
when necessary with prior notification to all BSP agents who should inform their sponsored
sub agents
to take vigilant actions.
Finally, Yemenia would like to thank all partners for their understanding and cooperation in this
regard.
Signed by DMD-C and approved by Yemenia Chairman
2 1St Edition –1 Jan-15
Definitions
1. Travel Partner: any travel agency and/or any other person or entity accessing Yemenia’s
Booking Content
2. OTA: Online travel agency
3. Booking Content: including but not limited to flight availability, fare quote and ticketing,
information pages and PNRs.
4. PNR: Passenger Name Record
5. GDS/CRS: Global Distribution System/Computer Reservation system
6. IATA: International Air Transport Association
7. BSP: Billing and Settlement Plan
8. ADM: Agency Debit Memo ; a charge by Yemenia to Travel Agents for any malpractice or
revenue loss incurred on Yemenia while booking/ticketing by the Travel Agent.
9. ACM: Agency Credit Memo ; a credit advise issued by Yemenia to Travel Agent .
10. Ticket: document which forms the contract of carriage between passenger and carrier(s)
11. Ticket Time Limit(TTL): date or time deadline set by the airline for ticket issuance
12. Policy: Yemenia GDS/CRS Booking policy
13. Back-Back-Ticketing: the booking and/or issuance of Flight Coupons from two or more
different Tickets at round trip fares for the purpose of circumventing applicable tariff rules such
as advance purchase, minimum stay requirements or other restrictions
14. Churning: Excessive or repetitive booking /canceling activity which may or may not result in
a confirmed booking .
15. Duplicate Booking: booking more than one reservation for the same passenger traveling on
or about the same date to one or more of the same or nearby airport destinations, or creating
another PNR for a passenger when one already exists in Yemenia internal reservation system or
in a different CRS/GDS or more than one segment of same sector with different RBD in the
same PNR.
16. Fare Rules: applicable requirements or restrictions associated with a particular fare,
including, but not limited to, non-refund condition, Ticket Time Limits, class of service
requirements, minimum/maximum stay requirements or advance purchase ticketing
requirements.
17. Group Booking: booking of 10 or more passengers on at least one common flight segment
within their itinerary to a common destination in a single PNR or multiple PNRs
18. Inactive Segments: flight segments within the CRS/GDS PNR with status codes HX, NO, UC
and UN
19. Passive Bookings: Passive Segments that do not decrease Yemenia inventory and are only
to be used for ticketing confirmed reservations in Yemenia system.
These are listed in the Travel Service Provider’s CRS/GDS system under passive segment status
codes.
20. API : Advance Passenger Information; including but not limited to DOB (Date of Birth), Issue
and expiry date of passport and Passenger name correctly spelled as in the Passport.
3 1St Edition –1 Jan-15
Policy & Procedures
A. No shows, or Booking on the day of departure without instant
ticketing;
It is prohibited to create No Shows on Yemenia flight. The Travel Partner is required to make
sure that all bookings are ticketed within the ticket time limit set by Yemenia. No booking shall
be permitted to be created within 24hours from the time of departure without instant
ticketing.
Un-ticketed booking resulting in no show; including but not limited to:
i. Not removing segments from PNR when that portion of the Ticket is refunded /voided.
ii. Booking of multiple alternatives of one trip within one Office ID (this can be avoided by
checking passenger name, date, flight etc.)
B. Churning;
The Travel Partner must respect ticket time limit set by Yemenia. All activity resulting in
repetitive cancelation on the booking of the same flight segment in order to circumvent
(extend) Yemenia ticket time limit is considered as a breach of this policy.
C. Booking of multiple alternatives of one trip;
The Travel Partner must not book multiple flights/connections on the same day for the same
passenger (except for roundtrip flights/connections)
D. Fictitious and Speculative Bookings
Fictitious bookings created using fictional names for whatever reason are prohibited. This shall also
apply for PNRs' made for training, test, fare quoting, checking time limit purposes.
Speculative bookings are defined as bookings created for the purpose of securing a visa, or to
secure space for a passenger’s indecisiveness on a specific date of travel, or for securing space to
meet speculated demand. Yemenia will be charged by the GDSs for each segment booked and cancelled.
YEMENIA also considers such practices an intentional wastage to its inventory (Revenue loss).
Bookings created in higher classes that are released close to departure are also considered
Violation to this policy and intentional wastage to Yemenia inventory (revenue loss) .
Repeated malpractice as such will be closely monitored and might lead to denied access for the
default travel agent to Yemenia system in the GDSs.
E. Test PNRs ( Training and Testing in test system only, not live);
All test PNRs must be created in the test environment (QAB). For further information please
contact your GDS.
4 1St Edition –1 Jan-15
F. Queues;
The Travel Partner is responsible for working all queues properly on a regular basis and are
responsible for informing their clients regarding any changes in the PNR affecting passenger’s
travel.
G. Inactive Segments
Inactive Segments (e.g. UN, UC, HX,NO etc.) must be removed from PNR as soon as possible
Uand at the latest 24 hours prior to departure time.
H. Passive Segments
If the travel agency has multiple GDSs, then it must ensure that reservations are made through the
same GDS it intends to use for ticketing. Travel agencies must only enter the applicable status
code for a passive segment created for ticketing purposes. Non-BSP travel agents must not use
passive segments. In all cases, it is mandatory to match all information, names, booking classes , etc.
I. Name Change;
As per Yemenia policy, Name change is not permitted as GDS booking will change to waiting list
or US.
J. Duplicate bookings;
i. This is inclusive of and not limited to the same flight number on the same or different date,
for both active or passive segments across one or more GDSs for the same passenger or any
number of passengers.
ii. Different flight numbers for the same city pair and different dates
iii. Non active bookings created for testing or training; The Travel Agent must use the training
mode for such purposes.
iv. Booking or wait listing in a lower RBD while holding confirmed booking on higher RBD in the
same PNR, and /or in the same or different classes in other PNR’s.
Exceptions in case of irregularities.
Reissues or refunds, not in accordance with fare rules, can be authorized in case of
irregularities (e.g. weather conditions, industrial strike etc). Yemenia will accept derogatory
transactions only if specified under Commercial instructions. Please note that relevant
information must be added in z
5 1St Edition –1 Jan-15
TRAVEL AGENTS’ OBLIGATIONS:
BSP or accredited TRAVEL AGENTS’ BEST PRACTICES:
Train their staff on the Yemenia booking policy and ADM /ACM procedures.
Travel agent should add correct contact/email of passenger for any regulation case.
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 Yemenia will honor flight coupons only if used in sequence and
from the point of origin as displayed on the ticket. Exception is ticket issued for domestic
travel not involving International destination.
Inform customers that at any time, customers could be charged in case of booking
change (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.
Travel Agent informs Yemenia of all Pseudo City Codes (PCC) / office IDs linked, bridged
or emulated to its IATA numbers. Yemenia will hold the BSP agent fully responsible for
all bookings and violations made by all PCCs/office IDs linked to Agent's IATA numbers.
Ensure that un-ticketed PNRs are either ticketed or cancelled 24 hours prior to departure
or within the applicable TTL; otherwise, Yemenia will automatically cancel the unticketed
PNR.
Delete all invalid bookings e.g. HX, NO, UC &UN segments at the latest 24 hours prior to
departure to avoid unnecessary GDS costs & subsequent ADM issuance.
Reservations must consist of the full names of each customer as reflected in the
customer's passport and to add (API) data in booking.
Reservations/ticketing training in “live” PNRs are not permitted, but only in the GDS
training mode.
Duplicate PNRs are not permitted.
Use fare levels and fare basis as stipulated in the system. All fares must be
valid/applicable on date of ticketing.
Issue tickets within the prescribed TTL and inform the customer accordingly.
Agents subscribed to multiple GDSs must issue tickets in the same GDS where the
booking is made, in order to avoid unnecessary GDS costs which may result in ADM
issuance.
To cover the unnecessary GDS cost and the cost of audit process ,Yemenia will charge for
each ADM served and administration fee of USD 15.00 (Fifteen US Dollars) in addition to
the relevant amount for which the ADM is issued. The total amount of the ADM will be
reversed and ACM served only in the case of full acceptance of dispute initiated by the
default agent for the wrong ADM issuance.
If the English version of this policy contradicts with the Arabic version ,the provision of
the English version will overrule .
6 1St Edition –1 Jan-15
ADM procedure in BSP
Yemenia will send notification of its intention to issue ADM(s) to the default agent as
soon as possible via BSP LINK pending ADM execution by 15 days.(Grace period)
In case of the subject ADM is disputed by agent , the default agent should submit a valid
and clear justification for each case during the grace period of 15 Days .If the default
agent fails to do so, the ADM will be executed and the amount deducted in favor of
Yemenia which will be shown in the sales report.
Yemenia will further provide dispute clearance period of 90 days from the date of ADM
issuance for the default agent to submit a dispute case in a manner that will convince
Yemenia to accept the dispute and issue an ACM in agent's favor for the disputed
amount. If agent fails to act within the 90 days' time limit from the date of ADM issuance
, Yemenia will not consider any dispute received thereafter.
If Yemenia fails to counter reply by accepting or rejecting the disputed case within the
grace time of 90 days from the date of receiving agent's dispute letter, agent will be
entitled to receive ACM from Yemenia equivalent to the ADM amount without further
delay.
While communicating to resolve disputes, the parties involved should deal with each
other in a responsible and amicable manner and without using offending or harassing
words to undermine the other party.
Please mention your contact details for an efficient handling by Yemenia.
7 1St Edition –1 Jan-15
*Fees and Penalties Policy
Violation **Charges
Claim PNR not /passive segment eventually ticketed. USD 20.00 Per segment per passenger.
- Duplicate Bookings/Segment.
- Churning
- No show booking for a void, refund & exchange
ticket.
- Booking not ticketed within 24 Hours from
departure will be considered as No-show.
-Non- removal of inactive segments from the queue.
E.g. UC/HX on PNRs 24hours prior to departure.
USD 20.00 Per booking
USD 10.00 per segment per passenger.
IY No show rules in the system applies.
USD 20.00 per Booking per passenger.
USD 20.00 per segment per passenger.
Using invalid RBD (host RBD) with no fare. USD 20.00 Per booking
Creating fictitious Names or fictitious ticket numbers,
Test or Training PNR(s) in live system.
USD 10.00 Per segment per passenger.
** An administration fee of USD 15.00 will apply on
each ADM issued in addition to the above penalty.
For general guidelines on how to properly work with Passive Segments, Inactive Segments,
Waitlisted Segments, Fake Names, usage of correct RBDs, Duplicate Bookings, Queues and
other reservation procedures please refer to IATA Travel Agent’s Handbook


 




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