1. Notice of Booking Policy Enforcement
- 1.1. Ibom Air will audit all GDS bookings to ensure compliance with Policies and Procedures. Violating Ticketing Policies and Procedures will result in the issuance of a Debit Memo sent through BSP for the value of the violation. To cover the cost of the audit process, Ibom Airline shall levy for each ADM, a service charge. In the event of repeat violations, Ibom Air may revoke an Agent’s ability to sell and ticket from Ibom Air inventory and hold its employees or sub-agents responsible.
2. Debit Memo Policy and Violation Information
Airlines Agency Debit Memo (ADM) policies are guidelines used by carriers to collect revenue lost due to travel agent errors, misuse of inventory, or noncompliance with ticketing rules. Common ADM triggers can be grouped into: booking violations, and policy violations. They are typically processed through IATA BSP within 9 months of travel.
In compliance with IATA Resolution 850m, Ibom Airlines publishes its Agency Debit Memo (ADM) policy for all travel agents. It is expected that travel agents become familiar with these therefore we seek your cooperation to effectively implement the policy.
This policy applies to all Global Distribution System (GDS) and other booking platform subscribers including travel agents and any person or entity accessing Ibom Airlines inventory. The purpose of this document is to make clear and transparent as many circumstances under which ADMs will be raised.
It is the responsibility of the Global Distribution System (GDS) and other booking platform subscribers to ensure that all its employees, agents and contractors, in all of its locations are aware of this policy.
ADMs are a legitimate accounting tools used by Ibom Airlines to collect amounts or make adjustments to agent transactions related to the issuance and use of Traffic Documents.
Ibom Air will raise ADM on a Billing and Settlement Plan (BSP) and Airlines Reporting Corporation (ARC) to participating agents on incorrect ticketing/reporting and other prohibited practices for bookings which are not made in compliance with Ibom Air booking and ticketing practices, resulting in revenue leakage and loss of revenue opportunity. Where applicable, Ibom Air has used specific references from relevant International Air Transport Association (IATA) resolutions.
Travel agents’ obligations are described in IATA resolution 824, which indicates 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 issue ADMs for all transactions that are not made in compliance with required booking and ticketing practices. Ibom Air reserves the right to revise the amount and amend the ADMs issuance process. Unless the agent produces credible evidence, the agent owes the Airline 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.
- 2.1. For GDS transactions, Ibom Air utilizes BSPLink for issuance, correspondence and reporting of Agency Debit Memos (ADM)
- 2.1.1. For any questions or concerns that cannot be resolved through BSPLink, Ticket Agents can contact Ibom Air Contact Center on 070012FLYIBOM or email at reservations@ibomair.com.
- 2.2. Booking practices that will result in Debit Memo issuance:
BOOKING VIOLATIONS
| VIOLATION | SCOPE | PENALTY ($) |
|---|---|---|
| Churning | Ticket Agents should refrain from repeatedly cancelling and re-booking. Ibom Air understands rebooking is a necessary practice to accommodate customers. However, any cancellation/rebook of the same Customer, flight, date, and route to extend the ticketing time limit, to circumvent a fare rule, or to achieve GDS productivity targets are prohibited and on the 3rd attempt and any subsequent attempts thereafter will result in a debit memo for each segment/passenger or a debit memo per segment/per passenger. | 175 |
| Inactive Segments | It is the Ticket Agent’s responsibility to monitor the queues and release inactive segments with HX, UN, UC, NO, SC, TK, TL, TN, UU, US, PN, WL, WN, DL, DS, IX, MM, RM, GL or WK status codes from the booking. | 175 |
| Fictitious Names, DOB and other Speculative Bookings | Ticket Agents are requested to refrain from making bookings with fictitious names in an effort to block inventory. Examples of fictitious names are follows: 1. Mouse/Mickey 2. Obama/Barack 3. Test/Charlie 4. GTRP/XXXX | 175 |
| Creating PNRs for the purpose of training or testing is prohibited. | Such bookings include the use of a valid surname followed by initials: 1. Smith/A/B/C 2. Lee/A/S/D/F 3. Johnson/X/Y/Z) | 175 |
| Celebrity or famous personality bookings can be genuine; however, Ibom Air may take action after an evaluation and review of booking pattern. Since there is no business need for a fictitious booking, an ADM will be issued even if there is one fictitious booking found. To ensure accurate Secure Flight Line (DOCS), fictitious dates of birth are not allowed. Ibom Air will utilize BSP/ARC to communicate and track the payment of all Debit Memos. | 175 | |
| Inadequate Contact Information | IATA resolution 830d requires the travel agent to record passenger’s contact details for the airline to contact passengers in time of flight reschedules and operational disruptions. Ibom Air requires that the SSR CTCE and SSR CTCM field must be populated with the passenger’s correct email and mobile number at the time of PNR creation. If the passenger refuses to provide their contact details, the travel agent is to input SSR CTCR in the PNR. Should the passenger miss his/her flight due to a failure to receive notifications, and an audit of the PNR proves that the travel agent did not record the passenger’s contact information the airline reserves the right to pass on the cost of re-accommodation and applicable compensations (e.g. NCARs 2023 Part 19.8/EU261; etc) to the travel agent. | 175 |
POLICY VIOLATIONS
| VIOLATION | SCOPE | PENALTY ($) |
|---|---|---|
| Fare rule violations | Travel agents should not fail to comply with the specific terms, conditions, or restrictions attached to a ticket. | 150 |
| Name changes or corrections | Name change or corrections are not permitted. | 150 |
| Travel Agency refund or reissuance violations | Agencies are not allowed to break airline-mandated ticketing rules during a ticket change or cancellation. | 150 |
| Missing or invalid waiver codes | Waiver code not included at reissuance. | 150 |
| Purchase of Extra Seat in GDS | Not permitted in GDS. | 150 |
| Refund of nonrefundable fares and taxes | Agents are not allowed to refund nonrefundable taxes and charges. | 150 |
| Usage or refund of expired tickets and EMDs | This is prohibited and the Agent will be charged prevailing Y or W or J fare in addition to the penalty. | 150 |
| Applying unpermitted commission rates | The penalty shall be applied and the commission value shall be forfeited. | 150 |
| Tax errors | Non-application of applicable taxes. | 150 |
| Credit card chargebacks | Credit card payments not accepted in BSP NG and BSP GH. | 150 |
| 150 | ||
| Refund to incorrect FOP | This is prohibited. | 150 |
| Altering Fare Basis Code | This is prohibited. | 150 |
| Fare under collection | Not allowed. | 150 |
| Exercising transferability on partially flown ticket | Tickets are nontransferable. | 150 |
| Flight credit (EMD) transferability misuse | This is not allowed. | 150 |
| Exempting Tourism Tax(es) | This is not allowed. | 150 |
| Involuntary endorsement | This is prohibited. | 150 |
| Marriage segment violation | This is prohibited. | 150 |
| Ticketing outside fare rules | This is prohibited. | 150 |
| Fare combination on incorrect fare basis | This is not allowed. | 150 |
| Reinstating an expired or cancelled PNR | This is not allowed. Agents are to create a brand new PNR once the old PNR expires or is cancelled. | 150 |
| Incorrect reissue | This is not allowed. | 150 |
| Fare Construction error | This is prohibited. | 150 |
| Ticketing Unaccompanied Minors | Reservations for Travelers, aged 5-11 years traveling alone, are not permitted. | 150 |
| Minimum Connection Time | Ticket Agents may not book itineraries with connections shorter than the Minimum Connection Time published by Ibom Air through the GDS. Ticket Agents are responsible for any travel disruptions and penalties caused by not following | 150 |
| this guidance and booking non-standard connections. An ADM shall apply. | 150 | |
| Downgrades | Ibom Air Tickets shall not be reissued to lower fares. Violation of this policy shall attract a debit memo. | 150 |
| Validity extension | Exchanging tickets before the expiration date for travel after the expiration date is violation. |
- 2.3. Debit Memo Service Charge
- 26.3.1. The Service charge/Administrative fee shall be $20 per ADM issued.
3. ADM Issuance Process
- 3.1. ADMs will be raised and issued via the BSPlink/ (Airline Reporting Corporation) and in line with IATA regulations.
- 3.2. To cover the cost of the audit process, Ibom Airlines shall levy for each ADM an administrative fee of USD20.00 (or equivalent amount in local currency). This charge may be reversed only upon full acceptance of the dispute for wrong ADM issuance by Ibom Airlines.
- 3.3. Ibom Airlines reserves the right to revise administration fee with or without prior notification.
- 3.4. Ibom Airlines will endeavour to provide enough supporting information on any ADM to ensure it is detailed enough about the reason a charge is being raised.
- 3.5. If Ibom Airlines raises an ADM for non-compliance with fare rules, the general principle applied is to raise the fare to the next applicable fare.
- 3.6. Ibom Airline recommends daily monitoring of ADMs through BSPlink/ (Airline Reporting Corporation) by travel agents.
- 3.7. For the Revenue Integrity function, any grievous abuse identified from any travel agent will lead to withdrawal of ticketing authority.
4. ADM Disputes & Administrative Collection
- The applicable Administration fee shall be applied on all ADMs raised after the dispute is resolved in favour of the airline.
- Agents shall dispute the ADMs in the respective BSPlink within a maximum period of 15 days or as per the time limit assigned by the local BSP whichever is earlier.
- All correspondence in respect of disputes must be directly communicated on the communication details mentioned on the ADM. If Disputes are accepted by IBOM AIRLINE all fees and charges associated with such ADM’s will be reversed with an ACM in the respective BSPlink.
- Agents when disputing ADM must provide supporting documentation.
- No dispute shall be entertained by IBOM AIR whose billed date is more than 60 days old.
- The contact details of persons with whom correspondence can be initiated will be available in the respective ADMs of the BSPlinks.
- The dispute period of all Manual ADMs should be within 15 Days from the submission date. All disputes submitted by agents to IBOM
- AIRLINES must be supported with relevant supporting documents.
- IBOM AIR expects travel agents not to dispute an ADM where the reason is valid and evidence to the contrary is not available and to raise all disputes as per applicable BSP/guidelines. If the dispute is invalid or evidence to the contrary is not available, administration fee of USD 20.00 per ADM shall be applicable.
Travel Agents’ Responsibility: The Travel Agent’s obligations are described in IATA Resolution 824.
Airline’s Responsibility: Provide as much information and detail about why a charge is being made to ensure its accuracy and minimize irregularities in issuing/managing tickets through audits.
If the ADM penalty charges relate to a GDS or other platform error, the Agent should seek reimbursement of associated costs directly from the GDS.
CONTACT AND INFORMATION DETAILS
All ADM disputes/requests for supporting/additional information should be addressed to the below mentioned email ID.
Email ID: tmcaccounts@ibomair.com.
The airline contact details provided in the ADM should not be used for any dispute communications.
Your cooperation is requested to use the Global Distribution System (GDS) and any other booking platform engaged.
AGENCY DEBIT MEMO (ADM) SCHEDULE
IBOM AIR reserves the right to hold the travel agent responsible and liable for any losses and damages due to violation of this policy.
This Schedule defines different violations or non-compliance practices which shall result in the issuance of ADM.
5. Ticketing Agents and Ibom Air Responsibilities
This section is to clearly define the role and expectations from Booking/Ticketing Agents as well as the Airline’s.
A. Ticketing Agents’ responsibility:
- Proper issuance of tickets, in compliance with Tariffs, Rules, General conditions of carriage and instructions provided by the Carrier. Travel Agent’s obligations are described in IATA Resolution 824.
- Inform passengers, where required, that the Airline reserves the right to make inspections concerning the use of Traffic Documents and to demand, if needed, the payment of the difference between the fare paid and the applicable one. In case of refusal, the Airline reserves the right to deny boarding of the passenger.
- Advise passengers that the Airline will honour every flight coupon only when correctly used, following the right sequence and from the point of origin as per fare calculation shown on the ticket. An irregular use of ticket or flight coupon sequence will invalidate the entire Traffic Document.
- Re-issue a ticket if changes pertaining to flight/date/booking class are made after ticket issuance and whenever the payment of a charge or a difference is needed. Ticket to be reissued irrespective of Additional Collection (ADC) or no ADC.
- Inform passengers that the Airline reserves the right to collect any difference in taxes implemented by respective Government Authorities.
- Check passenger’s eligibility for typological fares (e.g. Seaman, Resident and Government) 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 on the Travel Agent (e.g. in case of passengers holding tickets with special TO fares without being eligible to travel with such fares).
- To train their staff in ADM procedures; their purpose and the dispute period that exists.
- To ensure that when an ADM is disputed, the response is specific in detail and the relevant supporting information is sent to the Ibom Airline address. indicated on the ADM.
- Not to dispute an ADM where the reason is valid and evidence to the contrary is not available.
- To raise all disputes as per applicable BSP guidelines.
B. Ibom Airlines’ responsibility:
- To minimise irregularities in issuing/managing tickets through audits.
- Provide as much information and detail about the reason a charge is made to ensure its accuracy.
- To avoid recurrence of irregularities, agree with the Agent concerned the most suitable corrective action if the volume and types of anomalies are deemed to be above average.
Ibom Air Station/Country Manager will attempt to address these issues bilaterally with the agent concerned.
