Table of Contents

Introduction

Definitions

General Distribution Policy

• 1. Application of General Distribution Policy
• 2. Authorization to Sell Transportation Services on Ibom Airlines
• 3. Ibom Airlines Policies & Procedures
• 4. Fares Available Through GDS
• 5. Not Available Through GDS

Reservations

• 6. Carrier Distribution Policy
• 7. Ibom Flyer Numbers in a Reservation
• 8. Ibom Flyer Redemption Tickets in GDS Channels
• 9. No Show Policy

Fares

• 10. Fare Information
• 11. General Fare Rules (Fare Pricing Policy and Voluntary Travel Changes)

Tickets

• 12. Overnight Connections
• 13. Ticketing Time Limit
• 14. Forms of Payment
• 15. Restriction on Revalidation of Tickets
• 16. Restriction on Refunding and Reissuing Tickets
• 17. Young Traveler
• 18. Voluntary Changes
• 19. Cancellation and Exchange Policies
• 20. Name Correction Policy
• 21. Extra Seat

Service Interruptions/Irregular Operations (“IROPs”)

• 22. IROPs Policy
• 23. Schedule Changes and Ticket Revalidation/Reissuance Policy
• 24. Travel Advisories with Waiver Codes

Auditing & Debit Memo Policy

• 25. Notice of Booking Policy Enforcement – Audit
• 26. Debit Memo Policy and Violation Information
• 27. ADM Issuance Process
• 28. ADM Disputes and Administrative Collection
• 29. Ticket Agent and Ibom Air Responsibilities

 

INTRODUCTION

Ibom Airlines (“Ibom Air”) has determined to increase the means of distribution of its transportation services to the business community and adopts this Global Distribution System Policy (“Policy”) for that purpose.

This Policy applies to the sale by authorized ticket agents, including Travel Management Companies (“TMCs”), of transportation performed by Ibom Airlines using approved Global Distribution Services (“GDS”) to facilitate the sales. The Policy is for the guidance of authorized ticket agents/TMCs and approved GDS providers only; it creates no legal obligations on the part of Ibom Air to any party.

The sale of transportation performed by Ibom Airlines is subject to, and governed exclusively by, Ibom Air’s Conditions of Carriage (“CoC”) and the terms and conditions contained in the CoC. No party other than Ibom Air is authorized to vary the terms and conditions of the CoC or to create any obligation or undertaking by Ibom Airlines not set forth explicitly in the CoC.

Subject to the specific conditions, exceptions, and limitations provided in this Policy and/or the CoC, authorized ticket agents/TMCs may act on behalf of Ibom Air in the sale of transportation services on Ibom Air under the CoC.

 

 

DEFINITIONS

• Agent means for purposes of this Policy, a ticket agent, including any TMC that is authorized to sell transportation services on Ibom Airlines.
• Carrier means Ibom Airlines and its officers, employees, contractors, and agents acting in their official capacities.
• Irregular Operation means a delay or cancellation to an Ibom Air flight within 72 hours of the originally scheduled departure.
• Maximum Connection Time means the maximum allowed time between two connecting flights on Ibom Air, as filed by Ibom Air through ATPCO. Maximum Connection Time may be exceeded under irregular operations.
• Minimum Connection Time means the minimum allowed time between two connecting flights on Ibom Air, as filed by Ibom Air through ATPCO. Minimum Connection Times vary by airport and season and may change over time.
• Electronic Miscellaneous Document (“EMD”): an IATA approved document issued by BSP-accredited travel agencies to process the payment of cash for travel on Ibom Airlines and hold residual value for nonrefundable tickets.
• One-way means Scheduled Air Service on the Carrier from an originating airport to a destination airport.
• Passenger means any person, except members of the Crew working on the flight, who is carried or will be carried in an aircraft with the consent of Carrier and is bound by the Conditions of Carriage.
• PNR means the electronic six-digit alpha-numeric confirmation number issued by Carrier or an authorized Ticket Agent, which provides for the Carriage of the Passenger occupying a single seat.
• Scheduled Air Service means any current or future flight published on Carrier’s website or in a computer reservation system used by Carrier or a schedules services providing organisation (OAG/Cirium).
• Special Service Requests (SSR) means Passenger requests for special services including, but not limited to, wheelchair, oxygen, and hearing or visual impairment services.
• Ticketing Time Limit (TTL) means that term as employed in Section 15.
• Ticket Validity is one year from the original ticket issuance date. All travel must be completed by the expiration date of the fare product purchased. Reissued tickets assume the validity date of the original ticket and travel must be completed within one year of original ticket issuance date.

 

 

GENERAL DISTRIBUTION POLICY

1. Application of General Distribution Policy

   • 1.1. The Policy applies to tickets sold through GDS providers approved at Full Participation with Ibom Airlines.
   • 1.2. The GDS providers currently approved at Full Participation are:
     • 1.2.1. Amadeus

2. Authorization to Sell Transportation Services on Ibom Airlines

   • 2.1. Ibom Airlines is a Participating Carrier of IATA BSP and uses the specific appointment method of appointing travel agencies for new Ticket Agent applicants.
     • 2.1.1. Ibom Airlines may apply additional and different appointment standards than BSP and Ticket Agents must apply with Ibom Airlines to obtain ticketing authority. Any inquiries regarding this process should be directed to tmcaccounts@ibomair.com.
   • 2.2. A Ticket Agent’s ability to sell transportation services on Ibom Airline is contingent upon compliance with Ibom Airlines’ policies and guidelines for bookings, inventory availability, ticketing, refunds, exchanges, tariffs, etc. Failure to meet these policies and guidelines, and violations of Ibom Airlines’ policies may result in loss of a Ticket Agent’s ability to sell transportation services on Ibom Airlines. Ibom Air reserves the right to recover losses associated with Ticket Agent actions through the various channels available independently or in conjunction with BSP processes.
   • 2.3. A Ticket Agent is fully responsible for any actions taken by their subagents, contractors, staff, servants, and any others who may control a booking made on their behalf.

3. Ibom Air Policies & Procedures

   • 3.1. Passengers ticketed in the GDS will be subject to the same conditions as direct channel Passengers per the Ibom Airlines Conditions of Carriage.
   • 3.2. This GDS Policy is subject to change at any time, without notice, and is the responsibility of the Ticket Agent to be aware and follow all current Ibom Airlines policies.
   • 3.3. Passengers ticketed in the GDS should be given notice of the policies set forth in Ibom Airline’s CoC.

4. Fares available through GDS

   • 4.1. The following fares are available and may be booked through GDS:
   • 4.1.1. Ibom Diamond, Ibom Gold, Ibom Silver, and any subsequent fare class in Premium cabin with substantially the same characteristics.
   • 4.1.2. Ibom Flex, Ibom Discount, Ibom Saver; and subsequent fare class in Economy (or coach) cabin with substantially the same characteristic

5. Not available through GDS

   • 5.1. The following are not available for booking through the GDS and would have to be added directly by Ibom Air to a GDS-booked itinerary. Note that each additional service requires a ticketed reservation before adding the optional service.
   • 5.1.1. Pets. Traveling with pets must be handled by Ibom Airlines Personnel at the airport.
   • 5.1.2. Baggage Fees. Any fees related to baggage can be paid for at the airport. See Ibom Airlines’ Checked Baggage policies for details.
   • 5.1.3. Unaccompanied Minors (UMNR): Reservations for Travelers, age 5-11 years traveling alone, are not permitted in the GDS. It is the responsibility of the Agency to rebook the Customer by contacting Ibom Air Contact Center on 070012FLYIBOM (070-012-359-4266). Take note, issuing tickets for an Unaccompanied Minor will result in a Debit Memo and Agencies who repeatedly book UMNR reservations in the GDS shall be subject to loss of ticketing authority.
   • 5.1.4. Select sales fares/market specific promotional fares or fares that are initiated to promote specific offers, such as new-market introductory fares.
   • 5.1.5. Transferability: Ibom Air tickets are non-transferable; open coupons on a partially-flown ticket cannot be transferred. E.g.: outbound is flown, inbound is not flown.

•  

 

RESERVATIONS

6. Carrier Distribution Policies.

• • 6.1. Maximum Number of Passengers in a GDS Booking o 6.1.1. Ibom Air allows a maximum of 9 passengers in a reservation.
    • 6.1.2. For groups of 10 or more contact Ibom Airlines Contact Center at 070012FLYIBOM (070-012-359-4266) or reservations@ibomair.com.
  • 6.2. Maximum Connection Time
    • 6.2.1. Any itineraries built that exceed Ibom Air’s filed maximum connection times will price and function as separate, one-way segments.
  • 6.3. Minimum Connection Time
    • 6.3.1. Ticket Agents may not book itineraries with connections shorter than the Minimum Connection Time published by Ibom Air through the GDS.
    • 6.3.2. Ticket Agents are responsible for any travel disruptions and penalties caused by not following this guidance and booking nonstandard connections. An ADM will apply.
  • 6.4. Corporate Discounts
    • 6.4.1. Ticket Agents that are booking on behalf of a corporate body that has a discount through Ibom Air must use the instructions provided to the corporate body.
  • 6.5. Customer Contact Methods for operational notifications
    • 6.5.1. Ibom Air allows Ticket Agents to provide Passengers’ contact methods through the following fields:
    • 6.5.1.1. CTCE (Email) o 6.5.1.2. CTCM (Mobile Phone Number)
    • 6.5.1.2.1. Include country code prefix when listing CTCM or Customer may fail to receive mobile notifications; (for NG, add +234 prefix).
    • 6.5.1.3. CTCR (Refuse Contact)
    • 6.5.2. Check with your GDS provider for specific instructions on CTC formatting.

7. Ibom Flyer Numbers in a Reservation

• • 7.1. GDS tickets will earn Ibom Flyer Goldstars at the same rate as direct channel tickets.
  • 7.2. The name on a reservation must exactly match the name on the Ibom Flyer account to earn Goldstars.
  • 7.3. If a Customer’s Ibom Flyer number is not included at the time of booking, it must be added through one of the following methods: o 7.3.1. By calling Ibom Air at 070-012-359-4266, or:
  • 7.3.2. Upon check-in at Ibom Airline counters at an airport.
  • 7.4. Customers can request Past Flight Gold Stars within four (4) months after completion of travel using their reservation confirmation through Ibom Flyer “Missing Gold Stars” on www.ibomair.com/ibomflyer.

8. Ibom Flyer Redemption Tickets on GDS Channels

• • 8.1. The GDS channel does not support booking Ibom Flyer Redemption tickets. All Goldstar redemptions must occur through Ibom Air direct channels.

9. No Show Policy

• • 9.1. As set forth in the Conditions of Carriage, all Passengers who fail to show up at check-in counter and are not recorded on the flight when the flight is flown at scheduled departure time are subject to the following No-Show Policy:
    • 9.1.1. All segments are automatically cancelled, and funds are left on the ticket for future use on Ibom Airlines within one year of original ticket issuance.
    • No Show fees/policy and other appropriate charges shall apply to the fares at the time of reissuance or refund.

 

FARES

10. Fare Information

• • 10.1. See Fare Rules information as filed with ATPCO on the GDS. (See Section 4 for fares that are available to be booked through the GDS.)
    • 10.1.1. Fare means the price paid for air transportation including all mandatory taxes and fees. It does not include ancillary fees for optional service

11. General Fare Rules

• • 11.1 Fare Price Policy
    • 11.1.1. Fare price and availability are not guaranteed until the ticket is issued.
  • 11.2 Same Day (Voluntary) Travel Changes
    • • • 11.2.1 Same-day changes shall attract appropriate fees as stated in the fare rules.
        • 11.2.1.1 Same-day changes performed by Ibom Air always initiate a re-issuance of the ticket, thereby removing Ticket Agent control of the ticket.
        • 11.2.2. Click here to view Ibom Air Ticket Change Policy.

 

 TICKETS

12. Overnight Connections

• • 12.1. Overnight connection is defined as any booking with a flight that arrives before 0359hrs (local time) and departs after 0359hrs (local time) with four hours or less between the two segments. Ibom Air holds no liability for itineraries which offer overnight connections on its network.

13. Ticketing Time Limit (TTL)

• • 13.1. Ticketing Time Limit (TTL) for GDS bookings will have bookings expire at 23:59hrs local time, NEXT DAY (not next business day).
    • 13.1.1. Note: For voiding tickets, Ticket Agents will have the ability to void until 23:59hrs local time on the same business day of issuance.
  • 13.2. Fare rules supersede the TTL.
  • 13.3. Bookings will be cancelled upon expiry of TTL if PNRs are not ticketed.
  • 13.4. Fares are subject to change until ticketed.
  • 13.5. Once a reservation is cancelled by Time Limit rule; it must not be reinstated; a new PNR must be created. Violations will attract a debit memo.

14. Forms of Payment

• • 14.1. Ibom Air allows the following payment combinations for GDS transactions:
    • 14.1.1. Allowed: 1 Form of Payment + 2 Additional (Ticket and/or EMD)
    • 14.1.2. Not Allowed: More than one Credit Card Form of Payment o 14.1.3. Forms of Payments consist of the following: o 14.1.3.1. Cash
  • 14.2. PayPal is not accepted for payment through GDS channels.
  • 14.3. Ibom Air does not allow the use of an Agency credit card for payment on the GDS

15. Restriction on Revalidation of Tickets

• • 15.1. Ibom Airlines does not allow Ticket Agents to revalidate tickets. All exchanges should be performed as a reissue of the ticket.

16. Restriction on Refunding and Reissuing Tickets

• • 16.1. Travel Agencies can reissue a new ticket and process the refund back to the original form of payment. Refunds or reissuance may not be performed by a different Travel Agency. Violation of this policy shall attract Debit Memo and loss of ticket authority.
  • 16.2. All refunds must be processed to the original form of payment(s).
  • 16.3. Travel Agencies can only refund tickets issued by their Agency.
  • 16.4. Refunds are allowed within one year of original ticket issuance date.
  • 16.5. All refunds must be settled through IATA BSP.
  • 16.6. Travel Agents may reissue tickets for travel that will be completed within one year from the original date of issuance. Reissuing tickets before the ticket expiration date for travel that occurs after the expiration date will result in travel interruptions and denial of travel. This act shall attract a Debit Memo.
  • 16.7. Promo fares expire twelve months from the original date of issuance; unless otherwise stated in fare rules. Reissuing a Promo fare is not allowed unless upgrading to Ibom Discount fare. Exchanges or downgrades are not allowed with the Promo fare.

17. Young Traveler

• • 17.1. Ibom Airlines does not provide Young Traveler (ages 12-17 traveling alone) service. Agencies who repeatedly book YT reservations in the GDS shall be subject to loss of ticketing authority.
  • 17.2. Travelers aged 2 – 11 that are traveling with a parent or guardian 18 years of age or older on a separate PNR must have the parents QI (RLOC) added to the OSI field of the child’s PNR and vice versa.

18. Voluntary Changes

• • 18.1. Cancellation and Change Fee Policy
    • 18.1.1. Ibom Air charges a fee for changes or cancellations; see the Ticket Change Policy. Fare and tax differences may apply.
    • 18.1.2 Ibom Air Tickets shall not be reissued to lower fares (downgrade). Violation of this policy shall attract a debit memo.
  • 18.2. Loss of Ticket Agent control and refundability following Ibom Air Reissue.

• • • 18.2.1. Ticket Agents will not have the ability to refund or exchange tickets that have been reissued by Ibom Airlines. All further exchanges and cancellations will need to be done by Ibom Air agents or through Ibom Air direct channels.
    • 18.2.2. Credit from tickets issued by or reissued by Ibom Air shall not refunded.

19. Cancellation and Exchange Policies:

• • 19.1. Ticket Cancellations
    • 19.1.1. Cancellations may be performed in the GDS.
    • 19.1.1.1. Passengers cannot cancel their booking on ibomair.com. To cancel any booking contact the issuing agent.
    • 19.1.1.2. Agencies may be affected by an “Airport Control” status when modifying a reservation within 24 hours of departure. Please call Ibom Air at 070012FLYIBOM.
  • 19.2. Ticket Exchanges
    • • 19.2.1. No Ticketing Agency is permitted to exchange or reissue tickets that result in a fare downgrade. A debit memo will be issued to the agency that violates this policy. Additionally, Ticketing Authority may be withdrawn with repeat violation.
      • 19.2.2. Ticket revalidation by Agency is not permitted. Tickets must always be reissued.
      • 19.2.3. When exchanging an itinerary that has been partially flown, exchange and pricing are permitted on unflown coupons only. Flown coupons should not be included in an exchange
      • 19.2.4. Tickets and EMDs are valid in the GDS for travel for one year from the original date of issue. Exchanged Tickets and EMDs must be rebooked, and travel must be completed within one year from the original ticket issuance date. Exchanging tickets before the expiration date for travel after the expiration date is violation. A Debit memo will be issued to the violating agency and Ticketing Authority may be withdrawn.

20. Name Change Policy

• • 20.1. Ibom Air does not permit name change on any of its bookings for any reason. For name corrections contact Ibom Air Customer Contact Center on reservations@ibomair.com for advice.

21. Extra Seat

• • 21.1. Passengers requesting an Extra Seat (Customers of Size, large musical instrument, etc.) may call 070012FLYIBOM to book the extra seat or email at reservations@ibomair.com.

 

SERVICE INTERRUPTIONS/IRREGULAR OPERATIONS (“IROPs”)

22. IROPs Policy

• • 22.1. For the purposes of this Policy, irregular operations (IROP) include but is not limited to; a delay or cancellation of a scheduled flight within 72hrs of departure or an aircraft equipment change impacting the accommodation of all Customers presented at check-in.
    • 22.1.1. Ticket Agents may not self-serve IROP-affected flights. Ticket Agents must contact Ibom Air to rebook a segment on an IROP affected flight. Travel must be rebooked in the original class of service when available. Violation of this policy will result in debit memo(s).
    • 22.1.2 Refunds
    • 22.1.2.1. Refunds- Ticket Agent must enter ‘IROP505110720’ (3digit flight number and 6-digit affected date in Day-Month-Year) in the REN (Refund Exchange Notice) when refunding a reservation affected by an irregular operation greater than 180 minutes for domestic flights and 360 minutes for international flights and there is no reasonable travel alternative.
  • 22.2. Accommodation Procedures
    • 22.2.1. When IROPs occur, Ibom Air will handle all Passengers according to the provisions of the Conditions of Carriage and NCARs 2023 Regulations.
  • 22.3. Flight Cancellation and Delays Notifications:
    • 22.3.1. Customers may receive the following notifications for changes in the operation of a scheduled Ibom Airlines flight:
    • 22.3.1.1. Flight cancellation o 22.3.1.2. Flight departure delay o 22.3.1.3. Flight re-accommodation o 22.3.1.4 Flight Updates

23. Schedule Changes and Ticket Revalidation/Reissuance Policy

• • 23.1. If Ibom Air changes the operating schedule of a flight outside of 72 hours prior to departure, then Ibom Air will notify you of the change and advise available options. The Ticket Agent shall follow one of the following actions:
    • 23.1.1. Accept the schedule change by reissuing the ticket as an even exchange.
    • 23.1.2. Cancel the PNR and fully refund the ticket.
    • 23.1.2.1. Ticket Agents must enter the following refund waiver in the REN (Refund Exchange Notice) if the Passenger requests to cancel and refund their reservation after a schedule change:
    • 23.1.2.1.1. SC505110920
      • 23.1.2.1.1.1. Use “SC” to denote this reissue is the result of an Advanced Schedule Change
      • 23.1.2.1.1.2. Then enter 3-digit flight number of affected flight after “SC”
      • 23.1.2.1.1.3. Insert affected flight date in 6-digit format, Day-Month-Year.

24. Travel Advisory with Waiver Codes

• • 24.1. Situations that affect multiple flights may result in Ibom Air generating a Waiver Code to re-accommodate Passengers as needed.
    • 24.1.1. Note: if a ticket has already been reissued by Ibom Air, then all changes will need to be made by Ibom Air agents.

 

 

AUDITING & DEBIT MEMO POLICY

25. Notice of Booking Policy Enforcement

• • 25.1. 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.

26. 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 non-compliance 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.

• • 26.1. For GDS transactions, Ibom Air utilizes BSPLink for issuance, correspondence and reporting of Agency Debit Memos (ADM)
    • 26.1.1. 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.
  • 26.2. Booking practices that will result in Debit Memo issuance:
•  

BOOKING VIOLATIONS

 

POLICY VIOLATIONS

 

27. ADM Issuance Process

• • 27.1. ADMs will be raised and issued via the BSPlink/ (Airline Reporting Corporation) and in line with IATA regulations.
  • 27.2. 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.
  • 27.3. Ibom Airlines reserves the right to revise administration fee with or without prior notification.
  • 27.4. 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.
  • 27.5. 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.
  • 27.6. Ibom Airline recommends daily monitoring of ADMs through BSPlink/ (Airline Reporting Corporation) by travel agents.
  • 27.7. For the Revenue Integrity function, any grievous abuse identified from any travel agent will lead to withdrawal of ticketing authority.

28. 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.

 

29. 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.

1. 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.
2. 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.