Qatar Airways considers you as our key partners in business. We seek your support and cooperation to effectively implement our policy on Agent Debit Memos (ADMs). Therefore, Qatar Airways would like to make its ADM policy transparent for all travel agents. You may already be well aware of the practices and fully compliant to the requirements but we wish to reiterate the points through a formal policy document. The purpose of this document is to make clear to agents all the circumstances under which ADMs will be raised.
View the policy in Portuguese.
This policy is applicable to Qatar Airways staff and agents selling QR inventory.
Qatar Airways website: qatarairways.com
Travel Agents Worldwide
ADMs are a legitimate accounting tool being used by the Airlines to collect amounts or make adjustments to agent transactions related to the issuance and use of Traffic Documents. Alternative uses of ADMs may also exist: an ADM could also be issued for debits that are not directly related to Traffic Documents, e.g. deposits or penalties for group sales, Global Distribution System (GDS) or booking misuse, (etc).
Qatar Airways will raise ADM on a Billing and Settlement Plan (BSP)/Airline Reporting Corporation (ARC) stock holder or non BSP/ARC non stock holder participating agents on incorrect ticketing/reporting and other prohibited practices for bookings which are not made in compliance with Qatar Airways booking and ticketing practices, resulting in revenue leakage and loss of revenue opportunity. Where applicable, Qatar Airways have used specific references from the relevant International Air Transport Association (IATA) resolutions.
Travel agents obligations are described in IATA resolution 824, in which is stated that the agents should issue tickets in compliance with Carrier’s fares, fare rules, general conditions of carriage and written instructions of the carrier to the agent (e.g. memo, circular, manual, etc). Airlines have the right to audit and send ADMs for all transactions that are not made in compliance with required booking and ticketing practices. Qatar Airways reserves the right to revise the amount and amend the ADMs issuance process. Unless the agent produces credible evidence, the agent owes the Airlines the amount shown on the ADM.
In cases where an IATA / ARC Agents chooses to have commercial relationship with non IATA / non ARC agents, this commercial relationship is fully the responsibility of the IATA / ARC Ticketing agent. The Ticketing agent is liable for malpractices involved and ADMs will be raised to the ticketing agent accordingly, regardless of their location. This includes:
Such ADMs will be handled as per IATA resolution 850M.
Scope of ADM Issuance/Policy
Following matrix defines different violations or non-compliance practices which will result in the issuance of ADM i.e. a debit will be raised to the booking/ticketing agent. These violations include but are not limited to the following:
Table 1 - ADM matrix
|Issue||Scope of Audit||Outcome||Penalty|
|Reservation Booking Designator (RBD) violation||Validation on booked vs. ticketed data where there is a mismatch between ticketed and booked RBD||Debit will be raised to Booking/Ticketing agent||Fare difference between ticketed vs. booked RBD|
Validation for the compliance of fare and sales conditions on all purchased tickets (e.g. advance purchase, agency applicability, add-on fares, blackout period, booking class, under collection of fare, booking flight condition, Other Airlines (OAL) carrier condition, routing, sale date validity, travel date validity/seasonality violation, stop over surcharge, upsell charge for class upgrade, over-claim of commission, combination condition, min/max stay conditions, under collection of taxes and fees, weekend surcharge, child/infant discounts and all other special discounts, date of birth check, expiry of fare, Pricing Unit Concept (PUC), baggage allowance check, Carrier Identification Plate (CIP)/plating violation: abuse of CIP/plating conditions on QR/OAL plate where the fare rule/fare note does not allow to do so, regardless if the ticket is auto or manually priced.
Select a validating carrier which has ticketing agreements with all airlines in the itinerary.
|Debit will be raised to Booking/Ticketing agent||Fare/tax/ commission difference|
|Fare violation for tickets issued with open/request status||Validation on purchased tickets with open/request status where confirmed reservation is required||Debit will be raised to Booking/Ticketing agent||Fare difference to first higher fare where Wait List (WL) is permitted or fixed amount|
|Refund violation||Validation on documents claimed for refund, duplicate refund check.||Debit will be raised to Booking/Ticketing agent||Fare/tax/ commission difference|
|Reissue violation||Validation on reissued documents||Debit will be raised to Booking/Ticketing agent||Fare/tax/ commission difference|
|Travel audit||Validation on flown coupon vs. ticketed coupon (e.g. comparison between RBD on both coupons, flight number/flight date mismatch, ticketed vs. flown routing, collection).||Debit will be raised to Booking/Ticketing agent||Fare difference between flown RBD to ticketed RBD|
|Additional audit checks||Violation of which will result in the issuance of ADM: dual utilization, Miscellaneous Charges Order (MCO)/Prepaid Ticket Advice (PTA) over-utilization, utilization against void sales and un-reported sales, identification of no show passengers and blocking the future utilization for non-refundable cases as well as conversion of fare collected against such cases into revenue, collection of no show charges for refund transactions where applicable, MCOs issued for class upgrades, Excess Baggage Ticket (EBT)/MCO issued for excess baggage, Passenger Name Record (PNR) check for min/max stay condition in case of e-tickets, materialization rate for group sales.||Debit will be raised to Booking/Ticketing agent||Entire value of the ticket (violated sector)|
|Excessive Churning||Verification on agency rebooking a segment or segments canceled either by the agency or airline four (4) or more times in one PNR or across different PNRs.||Debit will be raised to Booking/Ticketing agent||To be invoiced if the total misuse cost is equal to or exceeds $50 across the audit period. The amount is subject to revision.|
|Duplicate segments||Verification on agency created duplicate segments||Debit will be raised to Booking/Ticketing agent||To be invoiced if the total misuse cost is equal to or exceeds $50 across the audit period. The amount is subject to revision.|
|Other misuse||Verification on agency with other misuse involved, which includes: fictitious bookings, invalid day of operation, reject overrides, invalid flight number, invalid city pair, invalid booking class, invalid open segment, invalid waitlist class, and fake names. Segments cancelled within 24 hours of departure if charged to airline will be recharged to agent.||Debit will be raised to Booking/Ticketing agent||To be invoiced if the total misuse cost is equal to or exceeds $50 across the audit period. The amount is subject to revision.|
|Inactive bookings||Verification on agency bookings with segment status HX/UN/NO/UC/US etc. otherwise known as non-productive segments.||Debit will be raised to Booking/Ticketing agent|
|Origin & Destination (O&D) violation||Verification on bookings that do not follow the O&D logic and other various practices used to manipulate the system to accept bookings made against the married segment logic.||Debit will be raised to Booking/Ticketing agent||Fixed amount of USD300 per passenger|
|Hidden group||Verification on multiple individual ticketed PNRs created for large groups which expressly prohibited as against QR Group Policy and Procedures.
Note: OTA is exempted from this policy
|Debit will be raised to Booking/Ticketing agent||Fixed amount USD300 per passenger|
|Minimum Connecting Time (MCT) violation||Verification on bookings that undercut required MCT||Debit will be raised to Booking/Ticketing agent||Fixed amount USD300 per passenger|
|Fictitious names||Verification on bookings created with fictitious names||Debit will be raised to Booking/Ticketing agent||Fixed amount USD300 per passenger|
|Dupe PNRs||Verification on duplicate PNRs||Debit will be raised to Booking/Ticketing agent||Fixed amount USD300 per passenger|
|Dupe segments||Verification on duplicate segments||Debit will be raised to Booking/Ticketing agent||Fixed amount USD100 per segment per passenger|
|Speculative bookings||Bookings made when no definite passengers exists, in anticipation of possible sale||Debit will be raised to Booking/Ticketing agent||Fixed amount USD300 per passenger|
|Bookings created in higher classes that are released close to departure to make seats available in lower classes||Debit will be raised to Booking/Ticketing agent||Fixed amount USD300 per passenger|
|Excessive waitlists||Debit will be raised to Booking/Ticketing agent||Fixed amount USD100 per segment per passenger|
|Illegal class mix||A booking made with an illegal combination of classes in order to secure space that is not then ticketed at the correct price||Debit will be raised to Booking/Ticketing agent||Fare difference to first higher fare where mix class is permitted|
|Combining negotiated space with free sale inventory||Combination of negotiated space (G class) with free sale inventory within one O&D without authorization||Debit will be raised to Booking/Ticketing agent||Fare difference between G class fare and RBD booked with free sale|
|Cross border ticketing||Ticket issuance in such a way it appears that the travel commences in a different country than is actually the case or containing flight segments not intended for use||Debit will be raised to Booking/Ticketing agent||Fare difference between fare purchased and the actual travel commences|
|Back to back ticketing / out of sequence used||The issuance or use of coupons from two or more tickets issued at round trip fares or the combination of two or more round trip fares end to end on the same ticket, for the purpose of circumventing applicable tariff rules, such as advance purchase and minimum stay requirements.||Debit will be raised to Booking/Ticketing agent||Fixed amount of USD300 per direction per passenger|
|Use of robotic macros/scripts||Use of robotic macros/scripts to perform availability functions within GDSs||Debit will be raised to Booking/Ticketing agent||Fixed amount of USD5 per hit|
|Baggage allowance||Verification on baggage allowance printed on the ticket vs. the actual allowance approved for applicable fares/Point Of Sales (POS)/deal code, etc.||Debit will be raised to Booking/Ticketing agent||Fixed amount of USD300 per passenger|
|POC (Point Of Commencement) violation||Creation of segment (s) not in the right booking sequence as per the journey passenger intends to travel, with the intention to circumvent QR inventory to obtain seats in RBD (s) which may have not been available when the same was requested.||Debit will be raised to Booking/Ticketing agent||Fixed amount of USD300 per passenger. This is the minimum amount Qatar Airways will be charging. It remains the airline prerogative to recover the fare difference where deemed necessary, between the RBD booked and next available RBD that should have been booked when the same was requested from the right availability / booking sequence.|
ADM Issuance Process
In compliance with IATA resolution 850M: