Travel Agent’s Handbook
Travel Agent’s Handbook
Effective 1 June 2009
Effective 1 June 2009
General Information
General Information
TABLE OF CONTENTS
TABLE OF CONTENTS
The
The Passenger
Passenger Agency
Agency Programme
Programme
1
1
Agent/IATA
Agent/IATA Relationship
Relationship
2
2
Travel
Travel Agency
Agency Commissioner
Commissioner
3
3
Code of Practice for Credit Card and Other
Code of Practice for Credit Card and Other
Card Transactions made against an Airline's
Card Transactions made against an Airline's
Merchant
Merchant Agreement
Agreement
4
4
Payment
Payment Card
Card Industry
Industry -
- Data
Data Security
Security Standards
Standards
7
7
Inclusive
Inclusive Tour
Tour Codes
Codes
7
7
Code
Code of
of Reservations
Reservations Ethics
Ethics
8
8
Guidelines
Guidelines on
on Correct
Correct Usage
Usage of
of CRS
CRS Reservations
Reservations Systems
Systems
9
9
IATA
IATA International
International Travel
Travel &
& Tourism
Tourism Training
Training Programme
Programme
10
10
Carriage
Carriage of
of Dangerous
Dangerous Goods
Goods
11
11
Use
Use of
of IATA
IATA Logo
Logo
15
15
Resolution
Resolution 049x
049x -
- Fare
Fare Changes
Changes
15
15
Resolution
Resolution 204c
204c -
- Free-Reduce
Free-Reduce Fares
Fares for
for Tour
Tour Conductors
Conductors
16
16
Glossary
Glossary of
of Commonly
Commonly Used
Used Terms
Terms
20
20
Appendices
Appendices
List of IATA Member Airlines appointing by General Concurrence
List of IATA Member Airlines appointing by General Concurrence
-
- Europe,
Europe, Middle
Middle East
East and
and Africa
Africa
25
25
-
- Asia
Asia and
and Pacific
Pacific
27
27
-
- Canada
Canada &
& Bermuda
Bermuda
28
28
-
- Latin
Latin America
America &
& the
the Caribbean
Caribbean
29
29
Missing
THE
PASSENGER
AGENCY
THE
PASSENGER
AGENCY
PROGRAMME
PROGRAMME
The Passenger Agency Programme The Passenger Agency Programme
The IATA Passenger Agency Programme is a The IATA Passenger Agency Programme is a global programme designed to facilitate the global programme designed to facilitate the secure distribution and sale of airline tickets secure distribution and sale of airline tickets through a network of financially vetted and through a network of financially vetted and reliable accredited sales locations.
reliable accredited sales locations.
The Programme is administered by IATA on The Programme is administered by IATA on behalf of its
behalf of its Members. Members. Policy development Policy development andand changes to the operating Passenger Sales changes to the operating Passenger Sales Agency Rules and the rules governing Agency Rules and the rules governing reporting and settlement of sales are controlled reporting and settlement of sales are controlled by the Passenger Agency Conference
by the Passenger Agency Conference
The Programme incorporates two main The Programme incorporates two main features namely:
features namely:
−
− AccreditationAccreditation whereby any person maywhereby any person may
seek approval to promote and sell seek approval to promote and sell international air transport on behalf of IATA international air transport on behalf of IATA Members, by satisfying specific basic Members, by satisfying specific basic criteria and entering into contractual criteria and entering into contractual relations with those airlines.
relations with those airlines.
−
− Billing and Settlement Plans (BSPs)Billing and Settlement Plans (BSPs),,
which provide to both airlines and Agents which provide to both airlines and Agents the benefits of standardization and the benefits of standardization and automation in the issuing, reporting and automation in the issuing, reporting and accounting of passenger air transportation accounting of passenger air transportation using neutral standard electronic tickets. using neutral standard electronic tickets. The Passenger Agency Conference
The Passenger Agency Conference (also(also know as PAConf) takes action on matters know as PAConf) takes action on matters (excluding remuneration levels) relating to the (excluding remuneration levels) relating to the relationships between airlines and recognised relationships between airlines and recognised
passenger sales agents and other
passenger sales agents and other
intermediaries. intermediaries.
PAConf is the body that supervises all policy PAConf is the body that supervises all policy development as well as decides the rules development as well as decides the rules governing the reporting and settlement of sales governing the reporting and settlement of sales of the IATA Passenger Agency Programme. of the IATA Passenger Agency Programme.
The Billing and Settlement Plan The Billing and Settlement Plan
The Billing and Settlement Plan (BSP) is a The Billing and Settlement Plan (BSP) is a system designed to simplify the selling, system designed to simplify the selling, reporting and remitting procedures of IATA reporting and remitting procedures of IATA Accredited Passenger Agents on behalf of BSP Accredited Passenger Agents on behalf of BSP Airlines.
Airlines.
The first BSP developed by IATA was launched The first BSP developed by IATA was launched in 1971 in Japan. Today BSP is a worldwide in 1971 in Japan. Today BSP is a worldwide system covering over 160 countries and system covering over 160 countries and territories.
territories. In 2008, In 2008, more than more than 58,000 Agents58,000 Agents and 400 Airlines participated in the BSP and 400 Airlines participated in the BSP network, generating gross sales through the network, generating gross sales through the BSP of over USD 240 billion.
BSP of over USD 240 billion.
The BSP reduces Airline distribution costs and The BSP reduces Airline distribution costs and at the same time provides Agents with a at the same time provides Agents with a cost-effective system for selling the products and effective system for selling the products and services of those Airlines that elect to services of those Airlines that elect to participate in the
participate in the BSP. BSP. The existence of The existence of a BSPa BSP enables Airlines and Agents alike to save on enables Airlines and Agents alike to save on administrative overheads, whilst streamlining administrative overheads, whilst streamlining their services to the customer.
their services to the customer.
It provides more time for BSP participants' It provides more time for BSP participants' selling activities since the administrative burden selling activities since the administrative burden on management is greatly reduced by the on management is greatly reduced by the simplification of the issuance, controlling and simplification of the issuance, controlling and reporting of sales and settling of monies due. reporting of sales and settling of monies due. For further information on the BSP, please refer For further information on the BSP, please refer to the BSP Manual for Agents (download from to the BSP Manual for Agents (download from www.iata.org/agenthome
www.iata.org/agenthome).).
_____________________________________ _____________________________________
AGENT/IATA RELATIONSHIP
AGENT/IATA RELATIONSHIP
The overall decision-making authority lies with The overall decision-making authority lies with the Passenger Agency Conference (PAConf) the Passenger Agency Conference (PAConf) composed of senior managers drawn from all composed of senior managers drawn from all Member Airlines of IATA.
Member Airlines of IATA.
The PAConf adopts Resolutions by unanimous The PAConf adopts Resolutions by unanimous vote which, upon receipt of approval from vote which, upon receipt of approval from concerned governments, become binding upon concerned governments, become binding upon all IATA Member airlines and their appointed all IATA Member airlines and their appointed agents.
agents. It meIt meets regularets regularly once ly once a year a year butbut special meetings can be called at short notice special meetings can be called at short notice to deal with issues requiring immediate to deal with issues requiring immediate attention.
attention.
The experience, views and recommendations The experience, views and recommendations of these bodies and of individual airlines are of these bodies and of individual airlines are fed back to the PAConf which decides when fed back to the PAConf which decides when adjustments in existing rules or new rules are adjustments in existing rules or new rules are advisable.
advisable. The The PAConf PAConf also also considersconsiders recommendations and proposals from outside recommendations and proposals from outside sources and is at liberty to
sources and is at liberty to act upon them withinact upon them within the limits of its prescribed authority which is to the limits of its prescribed authority which is to take action on matters concerning relationships take action on matters concerning relationships between airlines and recognized passenger between airlines and recognized passenger sales agents and other intermediaries but sales agents and other intermediaries but excluding questions of remuneration levels. excluding questions of remuneration levels.
To be meaningful and effective any body of To be meaningful and effective any body of regulations must be seen to be reasonable and regulations must be seen to be reasonable and fair to
fair to those who those who are subject are subject to them. to them. TheThe IATA Agency Programme tries to meet those IATA Agency Programme tries to meet those requirements through daily contact between requirements through daily contact between some 58,000 travel agency locations around some 58,000 travel agency locations around the world and more than 260 airlines.
the world and more than 260 airlines.
It can do it more effectively where travel agents It can do it more effectively where travel agents communicate freely and openly with the airlines communicate freely and openly with the airlines and where they support their national and where they support their national associations.
associations.
PAConf draws on a variety of field support on PAConf draws on a variety of field support on an ongoing
an ongoing or ad or ad hoc basis. hoc basis. The day-toThe day-to-day-day operation of the Agency Programme which operation of the Agency Programme which involves dealing with matters associated with involves dealing with matters associated with seeking, obtaining and retaining IATA seeking, obtaining and retaining IATA accreditation by travel agents is handled by a accreditation by travel agents is handled by a local IATA Agency Services Office (ASO), local IATA Agency Services Office (ASO), generally one for a country or for a group of generally one for a country or for a group of countries. The activities of the ASOs are countries. The activities of the ASOs are overseen and controlled by the Agency overseen and controlled by the Agency Administrator through the respective Area Administrator through the respective Area offices (Beijing, Geneva, Miami or Singapore, offices (Beijing, Geneva, Miami or Singapore, as appropriate).
as appropriate).
The diagram below shows the relationship and The diagram below shows the relationship and communications flow between Agents, Airlines communications flow between Agents, Airlines and IATA.
It can be seen that most travel agents, through It can be seen that most travel agents, through their representatives on the Agency their representatives on the Agency Programme Joint Council (APJC), or through Programme Joint Council (APJC), or through their national or international Travel Agents' their national or international Travel Agents' Associations, have the ability to provide input to Associations, have the ability to provide input to the
the Passenger Passenger Agency Agency Conference. Conference. TheThe
Agency Programme Joint Council is
Agency Programme Joint Council is
empowered by its terms of reference to discuss empowered by its terms of reference to discuss items of interest and propose changes to the items of interest and propose changes to the IATA Agency Programme, as described in the IATA Agency Programme, as described in the Passenger Sales Agency Rules.
Passenger Sales Agency Rules.
Other IATA Passenger Conferences are: Other IATA Passenger Conferences are:
-- Passenger Services ConferencePassenger Services Conference - having- having jurisdiction over such technical matters as jurisdiction over such technical matters as ticketing, reservations and baggage ticketing, reservations and baggage handling procedures.
handling procedures.
-- Passenger Passenger Tariff Tariff CoordinatingCoordinating Conferences
Conferences - having jurisdiction over- having jurisdiction over passenger fares, excess baggage rates passenger fares, excess baggage rates and levels of agency commission.
and levels of agency commission.
_____________________________________ _____________________________________
TRAVEL AGENCY COMMISSIONER
TRAVEL AGENCY COMMISSIONER
Introduction Introduction
The Office of Travel Agency Commissioner The Office of Travel Agency Commissioner was set up in the early 1980’s to provide the was set up in the early 1980’s to provide the industry with a neutral official that would act to industry with a neutral official that would act to resolve disputes arising under the Passenger resolve disputes arising under the Passenger Agency Pr
Agency Programme. ogramme. Such disputes Such disputes can arisecan arise between Accredited Agents and Airlines as between Accredited Agents and Airlines as wellwell as the IATA Administration.
as the IATA Administration.
In all matters the Travel Agency Commissioner In all matters the Travel Agency Commissioner works as an impartial arbiter without any works as an impartial arbiter without any day-to-day involvement or control by any Agent, to-day involvement or control by any Agent, Agency Association, group of Associations, Agency Association, group of Associations, Airline or IATA.
Airline or IATA.
The authority for the Office of Travel Agency The authority for the Office of Travel Agency Commissioner is contained in Resolution 820d Commissioner is contained in Resolution 820d and the terms of reference appear in and the terms of reference appear in Resolution
Resolution 820e. 820e. Both Both resolutions resolutions areare reproduced in the Travel Agent’s Handbook. reproduced in the Travel Agent’s Handbook. Authority and Scope
Authority and Scope
Resolution 820d sets out the procedure for Resolution 820d sets out the procedure for appointing a Travel Agency Commissioner. appointing a Travel Agency Commissioner. The appointment is made on behalf of the The appointment is made on behalf of the industry, with IATA on the one hand, and industry, with IATA on the one hand, and UFTAA and
UFTAA and WTAAA on WTAAA on the other. the other. The OfficeThe Office of Travel Agency Commissioner is jointly of Travel Agency Commissioner is jointly funded by the airlines and the travel agents. funded by the airlines and the travel agents. The Travel Agency Commissioner is expected The Travel Agency Commissioner is expected to deal promptly, practically and as simply as to deal promptly, practically and as simply as possible with disputes between the different possible with disputes between the different parties in the IATA Passenger Agency parties in the IATA Passenger Agency Programme.
Programme. If any If any party is party is aggrieved by aggrieved by aa Travel Agency Commissioner decision, they Travel Agency Commissioner decision, they can refer their grievance to arbitration for final can refer their grievance to arbitration for final resolution.
resolution.
Understandably, because the IATA Member Understandably, because the IATA Member airlines write the rules and the IATA staff apply airlines write the rules and the IATA staff apply them, there is a tendency for most Travel them, there is a tendency for most Travel Agency Commissioner reviews to be requested Agency Commissioner reviews to be requested by Accredited
by Accredited Agents. Agents. Typical cause for Typical cause for reviewreview is the Accredited Agent's grievance that it has is the Accredited Agent's grievance that it has been wrongly treated under the terms of the been wrongly treated under the terms of the Passenger Sales Agency Rules.
Passenger Sales Agency Rules.
The IATA Agency Administrator may also seek The IATA Agency Administrator may also seek a review of an Accredited Agent to determine if a review of an Accredited Agent to determine if that Agent or one of its Locations has breached that Agent or one of its Locations has breached the Passenger
the Passenger Sales Agency Sales Agency Agreement. Agreement. TheThe grounds on which an Accredited Agent may grounds on which an Accredited Agent may seek a review of a grievance are set out in seek a review of a grievance are set out in Resolution 820e. An IATA Member airline Resolution 820e. An IATA Member airline seeking a review usually channels its request seeking a review usually channels its request through the Agency Administrator.
Resolution 820e requires each Travel Agency Resolution 820e requires each Travel Agency Commissioner to publish rules of practice and Commissioner to publish rules of practice and procedure, making it plain how the procedure procedure, making it plain how the procedure may be activated and used. Those rules are may be activated and used. Those rules are
published on the Travel Agency
published on the Travel Agency
Commissioners’ website
Commissioners’ website http://www.travel-
http://www.travel-agency-commissioner.aero
agency-commissioner.aero..
Locating the Travel Agency Commissioners Locating the Travel Agency Commissioners
Area 1
Area 1 — The Americas, except USA — The Americas, except USA Travel Agency Commissioner – Area 1 Travel Agency Commissioner – Area 1 Ms. Verónica Pacheco-Sanfuentes Ms. Verónica Pacheco-Sanfuentes 4047 Del Ray Road
4047 Del Ray Road Sechelt, British Columbia Sechelt, British Columbia Canada VON 3A1
Canada VON 3A1 Tel.:
Tel.: +1 (604) +1 (604) 740 740 98449844 Fax:
Fax: +1 (604) +1 (604) 740 740 98339833 Email:
Email: [email protected]@tacommissioner.com
Area 2
Area 2 — Europe, Africa, Middle East — Europe, Africa, Middle East Travel Agency Commissioner – Area 2 Travel Agency Commissioner – Area 2 Ms. Helene Cedetorn Ms. Helene Cedetorn Karlavägen 30 Karlavägen 30 172 76 Sundbyberg 172 76 Sundbyberg Sweden Sweden Tel: Tel: +46 +46 (0) (0) 8 8 28 28 03 03 0404 Email:
Email: [email protected]@tacommissioner.com
Area 3
Area 3 — Asia/Pacific — Asia/Pacific Mr. Jo Foged Mr. Jo Foged 685 Remuera Road 685 Remuera Road Remuera Remuera Auckland 1050 Auckland 1050 New Zealand New Zealand Tel: Tel: +64 +64 9 9 522 522 21532153 Fax: Fax: +64 9 +64 9 522 522 21522152 Email:
Email: [email protected]@tacommissioner.com
_____________________________________ _____________________________________
CODE OF PRACTICE FOR CREDIT
CODE OF PRACTICE FOR CREDIT
CARD
AND
OTHER
CARD
CARD
AND
OTHER
CARD
TRANSACTIONS MADE AGAINST
TRANSACTIONS MADE AGAINST
AN
AIRLINE'S
MERCHANT
AN
AIRLINE'S
MERCHANT
AGREEMENT
AGREEMENT
Resolution 890 provides for an airline's card Resolution 890 provides for an airline's card acceptance merchant agreement to be used for acceptance merchant agreement to be used for card transactions through Agents under card transactions through Agents under specific terms of authority and liability.
specific terms of authority and liability.
The following Code of Practice is strongly The following Code of Practice is strongly recommended to Agents for all card recommended to Agents for all card transactions, including those for which their transactions, including those for which their own merchant agreements are used, and in own merchant agreements are used, and in particular as regards the ways to mitigate the particular as regards the ways to mitigate the risk of fraud losses.
risk of fraud losses.
FACE-TO-FACE TRANSACTIONS FACE-TO-FACE TRANSACTIONS
For face-to-face credit card transactions (when For face-to-face credit card transactions (when both the card and the Cardholder are present), both the card and the Cardholder are present), Agents must ensure that all the necessary Agents must ensure that all the necessary security precautions are carried out before security precautions are carried out before handing over the ticket.
handing over the ticket.
The Agent in particular must ensure that the The Agent in particular must ensure that the card details are captured by use of a manual card details are captured by use of a manual imprinter, a card swipe or a chip reading imprinter, a card swipe or a chip reading (electronic card reader). Card details may, in (electronic card reader). Card details may, in addition to obtaining a manual imprint, be addition to obtaining a manual imprint, be entered in the GDS PNR by an Agent for card entered in the GDS PNR by an Agent for card authorization and for billing by the BSP.
authorization and for billing by the BSP. Details of the card required in an imprint: Details of the card required in an imprint:
•
• card numbercard number •
• Cardholder nameCardholder name •
• expiry date and, where applicable,expiry date and, where applicable,
effective date of card effective date of card
The Agent shall obtain authorisation for each The Agent shall obtain authorisation for each transaction from the Card Company, and transaction from the Card Company, and subsequently record it in the assigned space subsequently record it in the assigned space on the charge form, and into the GDS PNR. on the charge form, and into the GDS PNR. The Agent shall verify the expiry date, and The Agent shall verify the expiry date, and where appropriate, the effective date of the where appropriate, the effective date of the card.
card.
The signature of the Cardholder on the charge The signature of the Cardholder on the charge form shall be witnessed by the Agent, and form shall be witnessed by the Agent, and matched against the signature on the reverse matched against the signature on the reverse of the card.
of the card.
All standard ticketing rules and regulations All standard ticketing rules and regulations must be complied with:
must be complied with:
•
• only one type of STD may be covered byonly one type of STD may be covered by
one charge form one charge form
•
• only one Airline per charge formonly one Airline per charge form •
•
• completion of the ‘Form of Payment’ box,completion of the ‘Form of Payment’ box,
showing the credit card two-letter identifier showing the credit card two-letter identifier followed by the Credit Card Number
followed by the Credit Card Number
•
• check that the issuing Airline will honourcheck that the issuing Airline will honour
the credit card presented the credit card presented
NON-FACE-TO-FACE TRANSACTIONS NON-FACE-TO-FACE TRANSACTIONS Agents are liable for the full amount for any Agents are liable for the full amount for any non-face-to-face transactions, which take place non-face-to-face transactions, which take place when the card and Cardholder are not when the card and Cardholder are not simultaneously present at the Agent’s simultaneously present at the Agent’s premises.
premises.
When made available by the GDS, an Agent is When made available by the GDS, an Agent is most strongly recommended to validate the most strongly recommended to validate the Card Verification Value (3 digit code on the Card Verification Value (3 digit code on the back of a MasterCard or Visa card, 4 digits on back of a MasterCard or Visa card, 4 digits on the front of an American Express card) for all the front of an American Express card) for all non-face-to-face transactions.
non-face-to-face transactions.
The Agent’s attention is drawn to the fact that The Agent’s attention is drawn to the fact that card issuers may approve an authorization card issuers may approve an authorization request despite a security code mismatch. This request despite a security code mismatch. This information is always present in the response information is always present in the response that contains the approval code and should be that contains the approval code and should be passed by the GDS. Agents are invited to treat passed by the GDS. Agents are invited to treat with extreme caution transactions approved with extreme caution transactions approved with a CVV mismatch and to validate further with a CVV mismatch and to validate further the order by verifying the personal data the order by verifying the personal data provided by the customer.
provided by the customer.
The following procedures are strongly The following procedures are strongly recommended as the minimum practices to be recommended as the minimum practices to be used for non face-to-face transactions. used for non face-to-face transactions. Although these procedures do not guarantee Although these procedures do not guarantee the transaction, they reduce the risk to Agents, the transaction, they reduce the risk to Agents, who need to know their customers, and take all who need to know their customers, and take all relevant precaut
relevant precautions and ions and care. care. This Code This Code ofof Practice is also recommended for all other Practice is also recommended for all other credit and charge card transactions when the credit and charge card transactions when the Airline’s merchant agreement is not being Airline’s merchant agreement is not being used.
used.
The section on fraud that follows these The section on fraud that follows these recommended practices should also be recommended practices should also be read and understood before undertaking read and understood before undertaking non face-to-face transactions.
non face-to-face transactions.
GENERAL GENERAL (i)
(i) the the Agent Agent should should obtain obtain the the Cardholder'sCardholder's billing address, as detailed on the billing address, as detailed on the Cardholder's card statement, and/or the Cardholder's card statement, and/or the security code on the card if applicable, security code on the card if applicable, (ii)
(ii) the Agent the Agent should verify should verify the Cardholder’sthe Cardholder’s address and other personal data supplied, address and other personal data supplied, such as day and evening phone number such as day and evening phone number (mobile phone numbers are harder to (mobile phone numbers are harder to verify)
verify) (iii)
(iii) the Agent the Agent should, in should, in the event the event of a of a mailmail order transaction, retain the original order transaction, retain the original customer order,
customer order,
(iv) the Agent should, where available, use (iv) the Agent should, where available, use address verification services provided by address verification services provided by the card company,
the card company, (v)
(v) the Agent the Agent should retain should retain all documents all documents andand supporting information relating to card supporting information relating to card sales for a minimum of 13 months after the sales for a minimum of 13 months after the date of sale.
date of sale.
SIGNATURE-ON-FILE (Lodged or Deposited SIGNATURE-ON-FILE (Lodged or Deposited Cards)
Cards)
(a) Where the Cardholder requests the Agent, (a) Where the Cardholder requests the Agent, and the Agent agrees, to issue tickets or and the Agent agrees, to issue tickets or other documents against a Card, in cases other documents against a Card, in cases where the charge form bears the remark where the charge form bears the remark ‘signature-on-file’ in the place of the ‘signature-on-file’ in the place of the signature, a clear written arrangement signature, a clear written arrangement between credit card holder and the Agent between credit card holder and the Agent should exist. Disputes between the should exist. Disputes between the Cardholder and the Agent do not Cardholder and the Agent do not necessarily release the credit card holder necessarily release the credit card holder from his/her liability towards the card from his/her liability towards the card issuer.
issuer.
(b) Signature-on-file type agreements are (b) Signature-on-file type agreements are contracts between the Agent and the contracts between the Agent and the Cardholder that enable Agents to sign the Cardholder that enable Agents to sign the charge form on behalf of the Cardholder. charge form on behalf of the Cardholder. Such agreements should contain the Such agreements should contain the following provisions:
following provisions: (i)
(i) definition definition of of agreement's agreement's duration,duration, (ii)
(ii) The The Cardholder'sCardholder's • name • name • card type • card type • account number • account number
• contact details (NOT a mobile number) • contact details (NOT a mobile number) (iii)
(iii) Invoicing Invoicing address,address, (iv)
(iv) terms terms for for termination termination by by each each party,party, (v)
(v) requirement requirement for for amendments amendments to to be be mademade in writing,
in writing, (vi)
(vi) the the expiry expiry date of date of the the card,card, (vii)
(vii) names and sample names and sample signatures of allsignatures of all parties authorised to make purchases parties authorised to make purchases under the agreement,
under the agreement, (viii)
(viii) a telephone password, wa telephone password, where appropriate,here appropriate, (ix)
(ix) authorisations to authorisations to be obtained be obtained for all for all salessales regardless of the floor limit,
regardless of the floor limit, (x)
(x) in cases in cases where a where a physical card physical card is theis the subject of the agreement, an imprint of the subject of the agreement, an imprint of the card on the signed sales draft (the card on the signed sales draft (the imprinted draft should be signed by the imprinted draft should be signed by the same person who signs the agreement). same person who signs the agreement).
It is mandated (unless prohibited by local It is mandated (unless prohibited by local legislation) that the Cardholder provides proof legislation) that the Cardholder provides proof of identify at the time of signing any such of identify at the time of signing any such agreement.
agreement.
CARD FRAUD CARD FRAUD Card fraud
Card fraud is rapidly increasing. is rapidly increasing. In addition In addition toto the recommended practices above, Agents the recommended practices above, Agents should be especially cautious if, amongst other should be especially cautious if, amongst other things:
things: (a)
(a) the orthe order is der is made fromade from a m a mobile phonemobile phone and a business or contact number (day and a business or contact number (day and evening number) is not provided, or is and evening number) is not provided, or is refused;
refused; (b)
(b) the customethe customer is r is not able not able to provide to provide thethe security code which appears on most security code which appears on most Cards in issue, the location of it being Cards in issue, the location of it being dependent on the card type;
dependent on the card type;
(c) the booking is made for a long haul (c) the booking is made for a long haul destination with immediate departure destination with immediate departure dates;
dates;
(d) the booking is made by a new customer not (d) the booking is made by a new customer not known to the Agent, especially if they are known to the Agent, especially if they are requesting tickets for a third party traveller; requesting tickets for a third party traveller; (e)
(e) the the booking booking is is for for immediate immediate departure;departure; (f)
(f) the ordethe order is r is made by made by fax, or fax, or the the customercustomer offers to send a copy of the Card by fax. offers to send a copy of the Card by fax. Do not accept a copy of the Card as Do not accept a copy of the Card as additional security as the details may have additional security as the details may have been changed;
been changed; (g)
(g) the customer calls the customer calls in to collect in to collect the ticketthe ticket but cannot present the Card. If the but cannot present the Card. If the Cardholder is present you must follow Cardholder is present you must follow face-to-face Authorisation procedures; face-to-face Authorisation procedures; (h)
(h) The passenger The passenger name is name is changed after changed after thethe original booking is made;
original booking is made; (i)
(i) The customThe customer requests er requests one ticket, one ticket, thenthen calls back to ask for additional tickets. The calls back to ask for additional tickets. The total cost of the tickets issued and printed total cost of the tickets issued and printed should be treated as one transaction. should be treated as one transaction. IF YOU SUSPECT THAT A TRANSACTION IF YOU SUSPECT THAT A TRANSACTION MAY BE FRAUDULENT, CALL YOUR VOICE MAY BE FRAUDULENT, CALL YOUR VOICE AUTHORISATION CENTRE AND ASK THEM AUTHORISATION CENTRE AND ASK THEM FOR A ‘CODE 10’ AUTHORISATION.
FOR A ‘CODE 10’ AUTHORISATION.
You must request an authorisation for each You must request an authorisation for each transaction.
transaction. Group bookings Group bookings may be may be treated astreated as one transaction, or as individual transactions one transaction, or as individual transactions with an authorisation code for each ticket. with an authorisation code for each ticket. Agents must treat with caution unusual orders Agents must treat with caution unusual orders placed from outside the country and for routes placed from outside the country and for routes and carriers they are not accustomed to sell, and carriers they are not accustomed to sell, when paid for with credit cards.
when paid for with credit cards.
Requests from unknown middlemen should not Requests from unknown middlemen should not be answered, and orders should only be be answered, and orders should only be accepted from aggregators with whom a prior accepted from aggregators with whom a prior business relationship has been established. business relationship has been established. Agents are reminded that an authorization Agents are reminded that an authorization approval never guarantees payment for a approval never guarantees payment for a Card-not-present transaction, and that in such cases, not-present transaction, and that in such cases, Resolution 890 stipulates that the Agent Resolution 890 stipulates that the Agent remains liable for any fraud.
remains liable for any fraud.
For risk mitigation, the Agent should make all For risk mitigation, the Agent should make all efforts to provide in the authorization request efforts to provide in the authorization request the 3-digit card security code featured on the the 3-digit card security code featured on the back of
back of the card. the card. If the If the authorization approvalauthorization approval comes with the 'CVX2 mismatch' warning, comes with the 'CVX2 mismatch' warning, meaning the security code was incorrect, meaning the security code was incorrect, Agents should consider the sale as risk
Agents should consider the sale as risk prone.prone. _____________________________________ _____________________________________
PAYMENT
CARD
INDUSTRY
–
PAYMENT
CARD
INDUSTRY
–
DATA SECURITY STANDARDS
DATA SECURITY STANDARDS
The Payment Card Industry in its efforts to The Payment Card Industry in its efforts to prevent the fraudulent use of credit cards and prevent the fraudulent use of credit cards and to strengthen data security standards has to strengthen data security standards has introduced a standard that is applicable to all introduced a standard that is applicable to all their members, merchants and service their members, merchants and service providers. This standard is mandated by the providers. This standard is mandated by the Payment Card Industry to protect all card Payment Card Industry to protect all card account information that is processed, stored account information that is processed, stored oror transmitted by any entity regardless of the transmitted by any entity regardless of the industry. Airlines and Agents are therefore industry. Airlines and Agents are therefore required in the interests of securing their own required in the interests of securing their own data security and to avoid penalties imposed by data security and to avoid penalties imposed by the Payment Card Industry to comply with the the Payment Card Industry to comply with the Payment Card Industry standards. The Agency Payment Card Industry standards. The Agency Conference has therefore adopted the following Conference has therefore adopted the following text in Resolution 890:
text in Resolution 890:
The Agent shall ensure their full compliance The Agent shall ensure their full compliance with the Payment Card Industry (PCI) Data with the Payment Card Industry (PCI) Data Security Standards, as provided by the Card Security Standards, as provided by the Card companies and made available to agents companies and made available to agents through IATA, and that all sensitive card data through IATA, and that all sensitive card data obtained during the process of completing a obtained during the process of completing a card sales transaction is handled, stored, and card sales transaction is handled, stored, and transmitted with due regard to the security of transmitted with due regard to the security of the data.
the data.
For information the compliance standards For information the compliance standards produced by the Payment Card industry can be produced by the Payment Card industry can be accessed via the following Internet link:
accessed via the following Internet link: https://www.pcisecuritystandards.org/
https://www.pcisecuritystandards.org/
Additional information may be obtained from Additional information may be obtained from individual credit card company websites as per individual credit card company websites as per the following examples:
the following examples:
http://www.visaeurope.com/aboutvisa/security/ http://www.visaeurope.com/aboutvisa/security/ ais/aisprogramme.jsp ais/aisprogramme.jsp http://www.mastercard.com/us/merchant/securi http://www.mastercard.com/us/merchant/securi ty/sdp_program.html ty/sdp_program.html
Any questions concerning these standards Any questions concerning these standards should be addressed to your acquirer, to the should be addressed to your acquirer, to the appropriate contact within the Payment Card appropriate contact within the Payment Card industry shown on the above website link, or industry shown on the above website link, or directly through your service supplier.
directly through your service supplier.
_____________________________________ _____________________________________
INCLUSIVE TOUR CODES
INCLUSIVE TOUR CODES
A tour code may be assigned by the airline A tour code may be assigned by the airline principally involved in the tour; it helps identify principally involved in the tour; it helps identify the carrier and the specific tour and has a the carrier and the specific tour and has a
particular marketing and management
particular marketing and management
accounting significance for the airline. The accounting significance for the airline. The correct entry of a tour code is
correct entry of a tour code is thus important.thus important. The following is an explanation of the inclusive The following is an explanation of the inclusive tour code to be entered in the ‘Tour Code’ box tour code to be entered in the ‘Tour Code’ box of a ticket:
of a ticket:
Characters 1 — 2: BT 1
Characters 1 — 2: BT 111or IT2or IT222whichever iswhichever is applicable
applicable
Character 3: last digit of year of approval of Character 3: last digit of year of approval of tour
tour
Characters 4 — 5: two-character Airline Code Characters 4 — 5: two-character Airline Code of sponsoring airline which has approved the of sponsoring airline which has approved the tour. In the case of an airline using a tour. In the case of an airline using a three-letter Airline Code, use characters 4 — 6. letter Airline Code, use characters 4 — 6. Characters 6 — 14: identifies the particular Characters 6 — 14: identifies the particular tour; the airline may use less than the eight tour; the airline may use less than the eight characters allocated.
characters allocated. Note:
Note: Accredited Agents who plan to produce Accredited Agents who plan to produce Inclusive Tours should also ensure that they Inclusive Tours should also ensure that they adhere to the detailed instructions of the airline adhere to the detailed instructions of the airline concerned. concerned. __________________ __________________ 1 1
BT Bulk Inclusive Tour/Tour Operator BT Bulk Inclusive Tour/Tour Operator Package (TOP) Fares within Europe.
Package (TOP) Fares within Europe.
2 2
IT Inclusive Tour. When the individual IT Inclusive Tour. When the individual inclusive tour fare is applicable to groups which inclusive tour fare is applicable to groups which must travel together, for the manual ticket, must travel together, for the manual ticket, enter code ‘GTT’ (Group Travel Together) in enter code ‘GTT’ (Group Travel Together) in the ‘EN
the ‘ENDORSEMENTS’ DORSEMENTS’ box of box of the tickets. the tickets. IfIf travel together is not required for the whole travel together is not required for the whole itinerary, follow ‘GTT’ by the codes of the cities itinerary, follow ‘GTT’ by the codes of the cities between which the group must travel together. between which the group must travel together. The routing may be condensed.
CODE OF RESERVATIONS ETHICS
CODE OF RESERVATIONS ETHICS
To provide customers with a worry-free To provide customers with a worry-free experience and to guarantee smooth handling experience and to guarantee smooth handling of reservations, travel agents, airlines, CRSs of reservations, travel agents, airlines, CRSs and other providers, must keep accurate and and other providers, must keep accurate and complete records covering all reservations complete records covering all reservations transactions.
transactions.
All dealings should be conducted in a All dealings should be conducted in a business-like manner, keeping in mind at all times the like manner, keeping in mind at all times the need for correct and efficient handling of each need for correct and efficient handling of each transaction.
transaction.
The IATA Reservations Services Manual is The IATA Reservations Services Manual is designed to provide a central source of designed to provide a central source of reservations procedures and practices for use reservations procedures and practices for use by all reservations staff. It should be used for by all reservations staff. It should be used for reference purposes by reservations operational reference purposes by reservations operational staff and, equally important, as a source of staff and, equally important, as a source of training instruction.
training instruction.
The Manual promotes a much broader The Manual promotes a much broader understanding, usage and acceptance of understanding, usage and acceptance of standard reservations procedures, and enables standard reservations procedures, and enables travel agents, airlines, CRSs and other travel travel agents, airlines, CRSs and other travel industry organisations to conduct their industry organisations to conduct their every-day business in the most efficient and day business in the most efficient and economical manner with a more effective economical manner with a more effective response to customers.
response to customers.
RESPONSIBILITY OF AIRLINES, CRSs and RESPONSIBILITY OF AIRLINES, CRSs and OTHER PROVIDERS
OTHER PROVIDERS
Subscribers, e.g. Travel agents, connected to Subscribers, e.g. Travel agents, connected to an airline, CRS or other provider's reservation an airline, CRS or other provider's reservation system, shall adhere to the appropriate system, shall adhere to the appropriate reservations procedures contained in IATA reservations procedures contained in IATA Resolutions. These procedures shall be Resolutions. These procedures shall be provided by the Airline, CRS or other provider provided by the Airline, CRS or other provider to the Subscriber.
to the Subscriber.
Whether working in an automated or manual Whether working in an automated or manual mode, always adhere to standard reservation mode, always adhere to standard reservation message procedures, as defined in ATA/IATA message procedures, as defined in ATA/IATA Reservations Interline Message Procedures — Reservations Interline Message Procedures — Passenger (AIRIMP).
Passenger (AIRIMP).
The following rules apply at all times. The following rules apply at all times. Booking Space or Services
Booking Space or Services
When it is necessary to contact a service When it is necessary to contact a service supplier by telephone, in the interest of supplier by telephone, in the interest of efficiency and accuracy, always establish and efficiency and accuracy, always establish and pre-check the details of the required service, pre-check the details of the required service, such as, for airlines: the complete itinerary, such as, for airlines: the complete itinerary, minimum connecting time intervals, flight minimum connecting time intervals, flight number(s) and any special service information number(s) and any special service information and requirements before calling the service and requirements before calling the service supplier.
supplier.
Never deliberately make duplicate reservations Never deliberately make duplicate reservations for the same customer(s). When reservations for the same customer(s). When reservations for a party or group are not confirmed, never for a party or group are not confirmed, never
requesting this in smaller numbers in individual requesting this in smaller numbers in individual transactions.
transactions.
Always try to obtain a telephone contact and/or Always try to obtain a telephone contact and/or address for the customer(s).
address for the customer(s).
Where there is an indication that a customer Where there is an indication that a customer already holds an airline ticket or has an already holds an airline ticket or has an equivalent payment voucher for other services equivalent payment voucher for other services that are being booked, obtain from the that are being booked, obtain from the customer the name precisely as it appears on customer the name precisely as it appears on the ticket or voucher.
the ticket or voucher.
When arranging flight bookings ensure that the When arranging flight bookings ensure that the actual operating carrier of the service(s) actual operating carrier of the service(s) booked is made clear to the customer. This is booked is made clear to the customer. This is particularly important for code-shared flights. particularly important for code-shared flights.
Cancelling Booked Services Cancelling Booked Services
Whenever a customer cancels a reservation, Whenever a customer cancels a reservation, such cancelled services must be immediately such cancelled services must be immediately released back to the service supplier(s) released back to the service supplier(s) concerned.
concerned.
When a customer changes an itinerary, ensure When a customer changes an itinerary, ensure that all space and supplementary services no that all space and supplementary services no longer required are cancelled at the time the longer required are cancelled at the time the new reservations are made.
new reservations are made.
RESPONSIBILITY OF TRAVEL AGENTS RESPONSIBILITY OF TRAVEL AGENTS The rules defined in ‘Booking Space or The rules defined in ‘Booking Space or Services’ and ‘Cancelling Booked Services’ Services’ and ‘Cancelling Booked Services’ apply equally to reservations originated by apply equally to reservations originated by travel agents.
travel agents.
Additionally, travel agents should: Additionally, travel agents should:
•
• where practical, always request or processwhere practical, always request or process
all airline reservations for a specific all airline reservations for a specific itinerary, and advise all subsequent itinerary, and advise all subsequent changes, through one airline or CRS. changes, through one airline or CRS. Where this is not practical, each airline or Where this is not practical, each airline or CRS with which reservations have been CRS with which reservations have been made must be informed that the made must be informed that the reservation is in connection with an reservation is in connection with an itinerary;
itinerary;
•
• always provide the service supplier withalways provide the service supplier with
which reservations are made with a which reservations are made with a customer
customer contact. contact. This This enables enables continuitycontinuity of customer service during the hours when of customer service during the hours when the office of the travel agent is
the office of the travel agent is closed;closed;
•
• request and/or sell airline space or otherrequest and/or sell airline space or other
services only at the specific request of a services only at the specific request of a customer. Travel agents shall make customer. Travel agents shall make reservations transactions in accordance reservations transactions in accordance with the terms in the agreement with the with the terms in the agreement with the provider of the electronic system;
provider of the electronic system;
•
• ensure that the airline ticket or otherensure that the airline ticket or other
accountable document is issued in accountable document is issued in
reservation for each element of the reservation for each element of the service(s) booked and within the service(s) booked and within the applicable time limits specified or agreed applicable time limits specified or agreed for the issuance of such accountable for the issuance of such accountable documents;
documents;
•
• never issue a ticket or other accountablenever issue a ticket or other accountable
document, or create a passive segment, document, or create a passive segment, indicating a definite reservation for a indicating a definite reservation for a particular service unless confirmation of particular service unless confirmation of such reservation has been received from such reservation has been received from the service supplier either directly, or via a the service supplier either directly, or via a CRS, or via another service supplier; CRS, or via another service supplier;
•
• when making reservations for a group,when making reservations for a group,
strictly adhere to the time limits established strictly adhere to the time limits established with the service supplier for the notification with the service supplier for the notification of individual customer names and release of individual customer names and release back all unsold services at this time. back all unsold services at this time. Where appropriate, advise the service Where appropriate, advise the service supplier of the price or price level that is supplier of the price or price level that is being offered to the customer(s).
being offered to the customer(s).
_____________________________________ _____________________________________
GUIDELINES ON CORRECT USAGE
GUIDELINES ON CORRECT USAGE
OF CRS RESERVATIONS SYSTEMS
OF CRS RESERVATIONS SYSTEMS
Passive Bookings Passive Bookings
Should only be used in the following instances, Should only be used in the following instances, if it is not possible to use the live PNR;
if it is not possible to use the live PNR;
— When ticketing reservations made directly — When ticketing reservations made directly
with the airline, with the airline,
— When ticketing on behalf of another agent, — When ticketing on behalf of another agent, — When ticketing for groups.
— When ticketing for groups. All Information must match. All Information must match.
Always use “claim PNR” where possible. Always use “claim PNR” where possible. Live Bookings
Live Bookings
Do not hold space under speculative names or Do not hold space under speculative names or NTBA.
NTBA.
Do not make excessive reservations/waitlists Do not make excessive reservations/waitlists for the same passenger.
for the same passenger.
When booking group space do not request When booking group space do not request through the system always telephone the through the system always telephone the airline group department, unless you have a airline group department, unless you have a group facility procedure agreed with the airline. group facility procedure agreed with the airline. Ensure the correct booking class is used Ensure the correct booking class is used according to the fare quoted.
according to the fare quoted. Cancel
Cancel
Ensure you remove from the PNR any inactive Ensure you remove from the PNR any inactive segments (UN, UC, HX, NO).
segments (UN, UC, HX, NO).
Release all unwanted reservations or waitlists. Release all unwanted reservations or waitlists. Ticketing
Ticketing
Ensure ticketed classes correspond to those Ensure ticketed classes correspond to those which are booked.
which are booked.
Ensure you ticket within the time limit according Ensure you ticket within the time limit according to the fare rule.
to the fare rule. Queues
Queues
Regularly work your queues and ensure that all Regularly work your queues and ensure that all status codes are actioned accordingly.
status codes are actioned accordingly. Multiple CRS(s)
Multiple CRS(s)
If your agency uses more than one CRS, If your agency uses more than one CRS, ensure you always book and drive your ticket ensure you always book and drive your ticket from the same CRS.
from the same CRS.
_____________________________________ _____________________________________
IATA
INTERNATIONAL
TRAVEL
IATA
INTERNATIONAL
TRAVEL
AND
TOURISM
TRAINING
AND
TOURISM
TRAINING
PROGRAMME
PROGRAMME
The IATA International Travel and Tourism The IATA International Travel and Tourism Training Programme provides agents with the Training Programme provides agents with the necessary tools to improve their knowledge necessary tools to improve their knowledge and professional skills in an increasingly and professional skills in an increasingly demanding and changing market. Courses are demanding and changing market. Courses are designed to benefit entry level to senior designed to benefit entry level to senior management agency personnel, in such management agency personnel, in such specialized areas as fares and ticketing, specialized areas as fares and ticketing, marketing, and Global Distribution Systems. marketing, and Global Distribution Systems. Courses are available through distance Courses are available through distance learning as well as being taught in IATA learning as well as being taught in IATA Authorised Training Centres worldwide, and Authorised Training Centres worldwide, and each leads to its own Diploma or
each leads to its own Diploma or Certificate.Certificate. Course content in the IATA International Travel Course content in the IATA International Travel & Tourism Training Programme is updated & Tourism Training Programme is updated annually and supports travel industry priorities, annually and supports travel industry priorities, such as electronic ticket transactions and the such as electronic ticket transactions and the environment.
environment.
For fully updated programme and course For fully updated programme and course information, as well as links to our more than information, as well as links to our more than 200 IATA Authorised Training Centres 200 IATA Authorised Training Centres
worldwide, please refer to
worldwide, please refer to
www.iata.org/ps/resellers/index.htm
www.iata.org/ps/resellers/index.htm..
Each course of the Career Path Programme Each course of the Career Path Programme are each organized into five subject-matter are each organized into five subject-matter themes:
themes: Travel Travel Environment, Environment, Products,Products, Support Services, Fares and Ticketing/ Support Services, Fares and Ticketing/ Electronic Booking Tools (EBT), Strategy and Electronic Booking Tools (EBT), Strategy and Management.
Management. Each leads to Each leads to its own diploma.its own diploma. THE IATA/UFTAA FOUNDATION COURSE THE IATA/UFTAA FOUNDATION COURSE LEADS TO THE IATA/UFTAA FOUNDATION LEADS TO THE IATA/UFTAA FOUNDATION DIPLOMA
DIPLOMA
In line with IATA's ‘Simplifying the Business’ In line with IATA's ‘Simplifying the Business’ initiative, the IATA/UFTAA Foundation Course initiative, the IATA/UFTAA Foundation Course now includes
now includes practical e-ticketing practical e-ticketing content. content. TheThe IATA/UFTAA Foundation Course is offered in IATA/UFTAA Foundation Course is offered in English, French and Spanish.
English, French and Spanish. 13 modules:
13 modules:
•
• The Travel and Tourism Industry and theThe Travel and Tourism Industry and the
Travel Professional Travel Professional
•
• Geography in Travel Planning 1Geography in Travel Planning 1 •
• Travel FormalitiesTravel Formalities •
• Land Transport – Rail 1Land Transport – Rail 1 •
• Land Transport – Car and CamperLand Transport – Car and Camper •
• HotelsHotels •
• Air Fares and Ticketing 1Air Fares and Ticketing 1 •
• Water Transport – Ferries and Cruise 1Water Transport – Ferries and Cruise 1 •
• Tour Packages 1Tour Packages 1 •
• Air Transport EssentialsAir Transport Essentials •
• Customer ServiceCustomer Service •
• Technology in the Travel Industry 1Technology in the Travel Industry 1 •
• Electronic Booking Tools (EBT) (CD-ROM)Electronic Booking Tools (EBT) (CD-ROM)
THE IATA/UFTAA CONSULTANT COURSE THE IATA/UFTAA CONSULTANT COURSE LEADS TO THE IATA/UFTAA CONSULTANT LEADS TO THE IATA/UFTAA CONSULTANT DIPLOMA
DIPLOMA 9 modules: 9 modules:
•
• Geography in Travel Planning 2Geography in Travel Planning 2 •
• Land Transport – Rail 2Land Transport – Rail 2 •
• Land Transport – Bus and CoachLand Transport – Bus and Coach •
• Accommodation (other than Hotels)Accommodation (other than Hotels) •
• Water Transport – Cruises and PrivateWater Transport – Cruises and Private
Charters Charters
•
• Tour Packages 2Tour Packages 2 •
• Law and Regulations 1Law and Regulations 1 •
• Selling SkillsSelling Skills •
• Air Fares and Ticketing 2Air Fares and Ticketing 2
THE IATA STEPPING INTO MANAGEMENT THE IATA STEPPING INTO MANAGEMENT COURSE LEADS TO THE IATA STEPPING COURSE LEADS TO THE IATA STEPPING INTO MANAGEMENT DIPLOMA
INTO MANAGEMENT DIPLOMA 7 modules:
7 modules:
•
• Managerial Skills 1Managerial Skills 1 •
• Negotiation SkillsNegotiation Skills •
• Tour Packages 3 – Special Interest ToursTour Packages 3 – Special Interest Tours •
• Meetings, Incentives, Conferences andMeetings, Incentives, Conferences and
Exhibitions Exhibitions
•
• Administration and AccountingAdministration and Accounting •
• Marketing 1Marketing 1 •
• Technology in the Travel Industry 2Technology in the Travel Industry 2
THE IATA SENIOR MANAGEMENT COURSE THE IATA SENIOR MANAGEMENT COURSE
LEADS TO THE IATA SENIOR
LEADS TO THE IATA SENIOR
MANAGEMENT DIPLOMA MANAGEMENT DIPLOMA 5 modules: 5 modules: • • Marketing 2Marketing 2 •
• Law and Regulations 2Law and Regulations 2 •
• Technology in the Travel Industry 3Technology in the Travel Industry 3 •
• Managerial Skills 2Managerial Skills 2 •
• Finance and Business PlanningFinance and Business Planning
In addition, the IATA International Travel and In addition, the IATA International Travel and Tourism Training Programme offers two Tourism Training Programme offers two specialised certificate courses.
specialised certificate courses.
IATA GDS FARES & TICKETING COURSE IATA GDS FARES & TICKETING COURSE (for Amadeus, Galileo or Sabre Users)
(for Amadeus, Galileo or Sabre Users)
This is a self-teach e-learning or CD-ROM This is a self-teach e-learning or CD-ROM course that teaches basic and advanced fare course that teaches basic and advanced fare construction principles, as well as GDS entries construction principles, as well as GDS entries to price journeys and issue tickets. It is to price journeys and issue tickets. It is designed for both travel consultants and airline designed for both travel consultants and airline personnel, whose main task is to sell personnel, whose main task is to sell international air transportation on behalf of international air transportation on behalf of IATA Member airlines. Successful completion IATA Member airlines. Successful completion of the final examination leads to the IATA GDS of the final examination leads to the IATA GDS Fares and Ticketing Certificate.