Turkish Airlines shapes the proper utilization on general distributing systems in line with booking rules in order to protect agencies from penalty and sanctions applied by the airline and are binding for all IATA and non-IATA agencies.
Agencies’ responsibility starts once they reach the Turkish Airlines reservations system. Agency employees are obliged to be knowledgable about Turkish Airlines applicable rules and workflow.
We urge all Travel Service Provider reservation staff to strictly follow procedures and regrettably non-compliance of these rules will result with debit to the service provider. Travel Service Provider will also be prohibited from selling Turkish Airlines inventory. Rules which are related to reservations and ticketing done by the agencies are indicated in 830d, 824, 850m instructions of IATA with all details. Agencies have to conduct ticketing according to IATA General Rules and also fares, notifications and regulations published by Turkish Airlines.
Turkish Airlines holds the right to apply changes to its Debit Memo/Booking policy without notifying beforehand therefore it is under the responsibility of Travel Service Provider to update its employees of regulations. Turkish Airlines can apply below mentioned ADM amounts to all booking practices which are not applicable rules and workflow.
It is advisable to follow the below mentioned rules to maintain a good level of service for all business partners.
Inactive Booking: Segments in PNR with status code PN, HX, UN, NO, SC, TK, UC, US or WK.
Group Booking: A booking made for 10 or more passengers in a PNR.
Duplicate Booking: A booking for the same passenger on the same/different route for the same/similar dates.
Customer Tracking and Testing Booking: A booking created for testing, employee training, or customer tracking (itinerary or invoice printing).
No-Show: A booking where the passenger does not board the flight although the booking has been confirmed or the ticket is issued.
Passive Booking: Non-active booking entered in the GDS to issue ticket for active booking originally hosted in the airline system.
Travel Service Provider: Agency or organization providing travel service.
Speculative / Fictitious Booking: A booking created by using fake names for passengers who do not actually exist, for different purposes such as filling the sales quota
Churning: Segments that are repeatedly cancelled and rebooked to circumvent time limits or to meet GDS productivity.
2. ADM TYPES
2.1. Speculative /Fictitious Bookings ;
ADM is issued / 35.-EUR flat fee to all booking practices listed in below will be collected.
2.2. Passive Bookings
ADM is issued / 35.-EUR flat fee per PNR to the agency for all booking practices listed below will be collected.
All NO status codes must be deleted from PNR as this booking is rejected by airline.Travel service supplier will recieve NO status code for airline upon the below circumstances:
|NO Ticketing Authority||This message is only sent to non-accredited agencies.|
|NO Matching PNR Found||This message is sent when the passive segment does not match any record in the airline’s system.|
|Spelling Error Correct Name||Passenger’s name should be entered accordingly to the active booking created in the airline’s system.|
|PNR Is Under Control Of Another Agency||Active booking held in the airline’s system has been created by another agency. The booking should be queued to agency for ticketing, provided that both agencies are using the same GDS.|
|Class Mismatch Cancel And Verify||The class of the passive segment does not match the class of the original booking.|
|Holding Active Booking From You||Active segment held in the airline’s system is originally created by the same agency. Agency should issue ticket off the active record.|
|PL Segments Are Not Accepted||Passive waitlists are not accepted, as passive segments are only to be entered to issue ticket for confirmed segments.|
|Passive Segment Message Previously Received||This message alerts agent that the segment has already been entered and accepted.|
|No Exact Match Pls Verify||The number in the party does not match the record held by the Turkish Airlines.|
|Active Segment In The Airline’s System Is Waitlisted||Agency cannot enter passive segment until the waitlisted segment has been confirmed.|
|Invalid Airport Code Cancel And Verify||Agency has entered a passive segment with a wrong airport code / city code.|
|Flight Number Mismatch-Cancel And Verify||Flight number of passive segment does not match the flight number in the airline’s system.|
|There Is An Active Booking On The Same GDS||Another agency has originally created the active PNR|
|Active PNR Is Cancelled In Airlines System||Active booking has been cancelled in the airline’s system. Please check the original PNR.|
|Name Mismatch-Cancel And Verify||When the names in the PNR do not match the names received previously. Mismatch exceeds 2 characters (two letters)|
A booking more than one reservation for the same passenger within one or more GDS created by the same agency The following bookings are considered duplicate bookings ADM is issued / 35.-EUR flat fee will be collected.
The same flight number on the same or different date. Flight segments in a PNR are active or passive.
Different flight numbers for the same city pair for the same or for a different date.
Different destination point on the same or different date.
Same or nearby airport.
Similiar itinerary booked on other airline/codeshare airline /joint venture airline and Turkish Airlines
2.4. Test Bookings
Bookings created in a live mode for agency training/ business tracking purposes / obtaining customer visa are considered test bookings ADM is issued /35.-EUR flat fee will be collected.
|Sabre||YK Status Code||0TK006J01NOVORDISTYK1|
|Amadeus||Ghost Segment||SSTK108Y12JULISTESBGK1/08000900/PNR NO See Help Pages: HE SS,MS625|
|Worldspan||Travel Segment||(From availability screen) 01Y1@TVL See Help Pages: HELP TVLC|
|Galileo||Tour Segment||0TURTKBK1IST26NOV-FREE FORMAT See Help Pages: H/AUXS|
Agent should monitor the queues regularly and remove all inactive segments. All inactive segments must be removed 24 hours prior to departure time. The following bookings are considered inactive bookings ADM is issued /35.-EUR flat fee will be collected.
2.6. Sytem Abuse/Married Segment Violations
System Abuse / Married Segment violations are being monitored by Turkish Airlines and the bookings created and/or ticketed accordingly will be sentenced to ADM. Following fee will be collected from the creator-owner /ticketing agencies.
Besides having an ADM , the agencies responsible for such abuses may also be blacklisted for using Turkish Airlines’ services ;such as availability display, booking and ticketing. In case the creator/owner and the ticketing agencies are different , both agencies will be sentenced to such penalty.
2.6.1. Married Segment Violations
The following are considered “Married Segment Violations”.
2.6.2. Sytem Abuse
All the transactions made intentionally to be able to retrive confirmed space for the lower fares/closed classes will be considered as “System Abuse” and those agencies responsible for such transactions will be restricted to display or sell any Turkish Airlines service/flight.
A few examples are given below which should not be considered as the whole group of system abuses;
We would like to mention once again about that “system abuse” is not limited to the two examples given above, but just two of them.
2.7. High ratio of ‘No-Show’ Bookings
For such abuses, responsible agency will be subject to an ADM that will be calculated as the highest fare on the related route. Any kind of ticketing causing remarkable no-shows, such as but not limited to ;
2.8. Uncommitted Bookings
Uncommitted Bookings are bookings not finalized with EOT (End of Transaction). If they are held longer than the usual time necessary to close the sale, seats are blocked in our flight inventory and TK risks not able to sell such seats. Without creating a PNR to hold or block a seat on flight inventory is considered as abuse and will be sentenced to ADM. 50.-EUR flat fee will be collected per international flight seat and 150. TRY ADM per domestic seat.
2.9. Group Reservations/ Hidden Groups
Booking 10 or more passengers with at least one common flight and/or destination within their itinerary shall be requested as a group booking. Booking them under two or more individual PNR is considered as “Hidden Group". Such bookings are subject to ADM. A 50.-EUR flat fee will be collected for every passenger under a PNR per international flight, and 150. -TRY ADM per domestic flight.
In order to avoid any rejections when issuing individual tickets with a passive status code for active group bookings held in Turkish Airlines reservations system, it is mandatory to add a *TCP*(to complete party) information to the passive PNR.
Please use the following *TCP* format prior to *EOT* entry 3OSI TK TCP30 (nbr.of psgrs in the group), GROUP NAME
2.10. Special Time Limit
Agency who has been offered by “special time limit” must issue the tickets according to this time limit requirements otherwise this privilege will be cancelled and will be sentenced to ADM. A 50.-EUR flat fee will be collected for every seat/PNR per international flight and 150.-TRY ADM per domestic flight.
Irrespective of the PNR, all booking and cancellation transactions created for the same passenger, same flight/s, same flight date/s for at least 4 times or more will be called as Churned Booking Transaction and will be subjected to ADM . The ADM amount will be 10.-EUR per segment.
2.12. Contact Information of Passenger
During the reservation process, the passenger's contact information (e-mail or phone number) must be entered correctly in the relevant field, In case the airline needs to contact the passenger. If the passenger cannot be reached due to incorrect contact details, the responsibility rests with the agency.
3. TIME LIMIT AND TICKETING RULES
|Sabre||6*TA/PCC (see F*SQLRT for details)|
Dear Travel Partner,
Turkish Airlines provides you this document about our ADM policy in an effort to take down your costs and efforts and to offer you the best possible service.
We would like you to know that our agencies’ satisfaction is our top priority. Hence, we do our best to cut your ADMs as a result of reservations, ticketing and your other transactions via IT developments and by providing you comprehensive information.
We aim to provide you a comprehensive and detailed basis about our ADM policy for you so that you avoid possible incorrect transactions.
Please study this booklet to make sure that your transactions would hold error-proof. We thank you for your support and co-operation and look forward to assisting you in case of any further queries.
You can send e-mails to ADMDISPUTE@THY.COM for your ADM related enquiries.
1.2.Time Limit to Issue ADM
For IATA and ARC agencies, time limits determined by these institutions will be applied. Turkish Airlines issues ADMs within 9 months after the last date of travel for sales transactions/the refund date for refunded tickets. For non-IATA agencies ADMs will be issued within 1 year after the last date of travel/refund date.
Time limits in ADM issuance do not infringe upon Turkish Airlines right to issue/collect ADMs without being subject to any time limits in case of fraud and fraudulent transactions unless there are other restrictions (legal, administrative, commercial) as those time limits have been set to accomplish the audit.
1.3. ADM Disputes
ADMs will be communicated via BSPLINK for BSP agencies and Memo Manager for ARC agencies and via e-mail for non-IATA agencies.
Mind the following terms in case of ADM disputes:
It is of great importance that you should contact your sales offices before utilizing the SPCR which credits the agencies’ accounts in case of failure to consent with the airline once the dispute process is over.
1.4. Minimum ADM Fee
Minimum ADM amount, pertaining the right to change it on the basis of sub-categories relies on the related SVP that the audit department is affiliated to; is 20 TRY for domestic departures and 10 EUR for international departures.
1.5. Service Charge
Service charge is 15 EUR for international departures and 15 TRY for domestic departures per each and every document.
The following terms will be applied for the service charge:
1.6. Transactions Based on Documents
Business partners/agencies are responsible to keep the documents for 1 year and to present the documents within 20 days once the audit department wants to audit them in case of tickets that require a document such as death, denied boarding, FFP award tickets etc.
Business partners/agencies are also responsible to keep a copy of the documents that provide a basis for the discount for 5 months and to present them within 20 days for discounted tickets if the audit department wants to audit them.
Failure to present the documents or to present invalid documents will eventually lead to ADMs that the difference between the discounted fare and the regular fare will be issued as an ADM.
1.7. Fraud and Fraudulent Transactions
If it was found out that the fraudulent transactions are done by business partners/agencies, “FRAUD PENALTY” up to 10 times the amount of the discrepancy will be applied. Fraudulent transactions with respect to ticketing will be penalized as follows:
2.1. Ticket Validity
Unless otherwise specifically provided in the fare note, the validity for totally unused tickets is one year starting from the issue date of the original ticket and for the partly used tickets it is 1 year from the first date of travel. Ticket can be used depending on the fare validity (maximum stay) once travel starts.
Unless otherwise stated in the applicable fare notes; for the unused ticket, the validity, in case of re-issuing new ticket, is 1 year starting from the first flight day. If new ticket is not used and is issued as an open ticket, the validity of the new ticket shall apply starting from the new issue date and it is 1 year again.
In case of re-issuing the new ticket once again (i.e. re-issuing the same ticket for 2 times over and over) the validity of the new ticket is again 1 year starting from the issue date if it is an open ticket and again 1 year starting from the date of first flight if it is not an open ticket.
Totally unused ticket issued on 08JUN12
presented for reissue on 06JUN13 for a travel commencing on 07 JUN 13
Such ticket will have a validity till 07 JUN 14
Totally unused ticket issued on 08JUN12
presented for reissue on 08JUN13 for a travel commencing on 12OCT13
Such ticket will have a validity till 12OCT14
2.2. Rules for Rebooking and Rerouting
2.2.1. Changing of Domestic Flights in International Tickets
In case of adding into a domestic segment or removing from a domestic segment from an international ticket;
In case of rebooking (*) or rerouting (*) a domestic segment of an international ticket;
Note that if there is “no-show” in the domestic part of an international ticket, then all “no-show” restrictions have to be applied under all circumstances.
(*) In case O&D system does not allow partial cancellations, related fine should be collected if the international flight is affected by the cancellation and the date as well as the time of the international flight changes. It is because of the fact that this kind of change in not a change in the domestic flight any more. However, the relevant fine will not be collected as long as the date and the time of the international flight remains unchanged even if the class changes in the recent flight.
Example: Original flight
1 TK2159 Y TU 25JUN ESBIST HS1 X 1700 1805 Y M01.1E
2 TK1029 W TU 25JUN ISTSOF HK1 1935 2055 Y M01.2E
InIn case of cancellation of domestic segment byX1
PARTIAL CANCELLATION IS NOT ALLOWED FOR THIS MARRY GROUP
In case of conveying a domestic flight to another one such as .1/TK2117;
REQUESTED CLASS IS NOT AVAILABLE FOR THIS MARKET
If the system rejects the cancellation through warnings above, as a final applicable resolution:
With this entry, the new flight is found by RTDP and the former flight is cancelled as below:
RTDP DENIED - OX CONDITIONAL MARRIAGE CANCEL
This means that cancellation of a domestic segment alone is not accepted as an appropriate application by O&D system. Married segments must be cancelled all together and should be reissued. As a result of this, if no seat in the same class is left behind and a different class is accepted, fine will not be collected.
1 TK2117 Y TU 25JUN ESBIST HS1 X 0800 0905 Y M01.1E
2 TK1029 S TU 25JUN ISTSOF HK1 1935 2055 Y M01.2E
2.3. Rules for Exchange Applications
Exchange is converting a totally unflown ticket to a new ticket as a result of the passenger’s request for a change of flight number, date, route, class or cabin. Exchange is conducted on the basis of applicable IROE and fares of new flight on the date of the transaction.
Example: USD 15.00 TR tax equals to TRY 26.80 on 11th April (issue date of the original ticket) and USD 15.00 TR tax equals to TRY 28.47 on 12th June (exchange date)
If the difference between new and the original fare and the difference between new and the original tax level are positive, it should be collected; but if they are negative, it should be refunded by issuing EMD
2.4. Rules for Reissue Applications
After the commencement of the travel, the passenger may request flight, date, route, cabin or a class change. In this case, the original ticket should be reissued to a new ticket based on the fares valid on the original ticket’s issue date. Irrespective of currency used, the ticket can be reissued outside the original country of issuance after the commencement of the travel, but reissue must be done by the pricing commands including original ticket date and original ticket city code.
REISSUE APPLICATION HAS BEEN CHANGED AND WILL BE APPLIED FOR TICKETS ISSUED ON AND AFTER DECEMBER 2, 2013 AS STATED BELOW;
Where any fare is combined with another fare and only one fare component is changed, the penalty conditions of the changed fare component will apply for “reissue & no-show”. When more than one fare component is being changed, the highest penalty (more restricted) of all changed fare components for “reissue & no-show” will apply.
In case of reisse of tickets issued by the combinations of RT, OJ, Side Trip and End on End;
Revalidation will no longer be used except miles tickets, pass tickets, VIP / free upgrade applications and involuntary cases. In case of reservation changes, reissue / exchange applications should be used in order to change flight / date / time.
3.1 Refund Validity and Refund Rules
Therefore, before starting to follow the related procedure, all processes must be executed by checking below mentioned dates.
4.1. Coupon Status
Before refunding or reissuing an electronic ticket, it is important to check the electronic ticket’s status which you will reissue or refund. If the coupon status is either “flown” or “checked-in” and if you still reissue, refund or void, ADM will be issued for this transaction.
4.2. Refund of YR Tax
Under the paragraph of “Cancellations” in the fare notes;
4.3. No Show Penalty
If a passenger has a reserved seat but does not show up before departure, he is accepted as “no-show “. It is possible to determine whether the passenger is subject to “no-show” or not by checking the departure time of the ticket even if the passenger has either a new reservation or a new flight on his PNR record. This kind of “no-show” definition is not applicable for tickets that only have domestic flights.
On the other hand, in accordance with the rule “CHANGE IS BEFORE ORIGINAL SCHEDULED FLIGHT” stated in the fare notes, passenger’s request of change must be reflected on the ticket before the original flight’s scheduled departure. Otherwise the passenger will be accepted as “no-show” and should be acted in accordance with the no-show rules in CAT16. In sum, in order to decide whether a ticket is subject to “no-show” or not, you should check the time of the transaction on the ticket, but you should not check the time of the flight cancellation.
4.4. Fare/ Class Differences
Class, represents groups for diversified fares depending on different factors such as minimum/maximum stay rule, advance purchase rule etc. although the cabin, the service in the cabin and the seats are exactly the same.
In some cases the class booked (reserved) and the class of the ticket issued are different and it is seen that some agencies issue tickets with the fare of the class booked (reserved). However, this is an incorrect practice. Ticket must be issued with the fare of the ticket issued. In case there is a difference between the class booked and the class of the ticket issued, an ADM will be issued if there is an uncollected fare difference between the former and the latter.