BSP Manual for Agents – Local Procedures
Bangladesh-Chapter 14
January 2012
English
FOREWORD: This chapter (Chapter 14) covers local BSP procedures applicable in
Bangladesh. For all other applicable BSP procedures please refer to the core BSP
Manual for Agents.
CHAPTER 14 - Local Procedures
TABLE OF CONTENTS
14.1 ADDRESSES & CONTACTS………
04
14.1.1 IATA Local Office………... ……. 04
14.1.2 Contact in IATA Country………. 04
14.1.3 Data Processing Centre………. 04
14.1.4 Clearing Bank………. ……. 04
14.1.5 List of Approved Ticketing System Providers………. 04
14.1.6 LCAG Delegates……… ……. 05
14.1.7 APJC Delegates……….……. 06
14.2 PARTICIPATING AIRLINES……….
07
14.2.1 Participating Airlines List……… 07
14.2.2 Airline Contact Details……… 07
14.3 CUSTOMER INTERFACES – QUESTIONS………..
08
14.3.1 General ………. 08
14.3.2 IATA Country homepage - www.iata.org/bangladesh. ... 08
14.3.3 IATA Customer Services Help Desk or Portal……… 08
14.3.4 BSPlink – www.bsplink.iata.org ... 08
14.3.5 IATA International homepage - www.iata.org ... 09
14.4 STANDARD TRAFFIC DOCUMENTS (STD)……….
09
14.4.1 STDs used in Bangladesh………..
09
14.4.2 Allocation of electronic STDs-Computer Generated Numbers (CGNs).09
14.4.3 Recall of STDs………. 09
14.5 STANDARD ADMINISTRATIVE FORMS (SAF)………
10
14.5.1 Administrative forms used in Bangladesh – General………. 10
14.5.2 Airline’ own accounting memoranda………. 10
14.5.3 ADM/ACM Procedures……… 10
14.5.4 Ticketing Authority through BSPlink………. 11
14.6 BSP BILLING REPORTS – OUTPUT……….
11
14.6.1 General ………. 11
14.6.2 BSP Reports available……… 11
14.6.2.1 List of BSP Reports with descriptions……….. 11
14.7 REMITTANCE PROCEDURES……….
20
14.7.2 Method of Remittance……… 20
14.7.3 Reporting Errors and Missing Remittance Notice………. 20
14.7.4 Post-Settlement Errors discovered by Agent………. 21
14.7.5 Post-Settlement Errors discovered by the BSP Airline………. 21
14.7.6 Post Settlement Errors Discovered by IATA……….. 21
14.7.7 Net Remittance………... 21
14.8 ADMINISTRATIVE CHARGES AND SANCTIONS………
23
14.8.1 Administrative Charges……….. 23
14.8.2 Sanctions……….. 23
14.8.2.1 IRREGULARITIES AND DEFAULT………. 23
14.8.2.1.1 General………. 23
14.8.2.1.2 Accumulated Notice of Irregularities (NOI)………….. 23
14.8.2.1.3 Overdue/Late or Dishonoured Remittance…………. 24
14.8.2.1.4 Removal of CIPs / Ticketing Authority……….. 24
14.9 CREDIT CARD SALES………...
24
14.9.1 General ………. 24
14.9.2 Ticket Entry on Credit Card Sales………. 24
14.9.3 Face to face transactions……… 25
14.9.4 Non Face to face transactions………... 25
14.9.5 Passengers Signature………. 25
14.9.6 Reporting of Credit Card Sales by IATA/BSP……….. 25
14.10 REFUNDS………
25
14.10.1 General……… 25
14.10.2 Direct Refunds………... 26
14.10.3 Refund Application/Refund Notice……….. 26
14.11 REPORTING CALENDARS……….
33
14.1 ADDRESSES & CONTACTS
14.1.1 IATA Local Office
IATA : Bangladesh
Address : Star Centre (1st Floor)
Plot No.2, Block No.SE(C), Road No.138 Gulshan Avenue, Gulshan-1, Dhaka-1212,
Telephone : +880-2-8837 195, 8837197, 8818092
Fax No. : +880-2-8837 196
Helpdesk Web Portal :
www.iata.org/customer-portal
Operating hours: Sunday - Thursday
10.00 a.m.– 6. 00 p.m.
14.1.2 Contact in IATA Country
Karthik .S Country Manager [email protected]
Parvez Ibrahim Assistant Manager-Passenger services [email protected]
Palash Saha Assistant Manager – Cargo Services [email protected]
Anjaleen Haider Customer Service Representative [email protected]
Zahidul Karim Customer Service Representative [email protected]
14.1.3 Data Processing Centre
ACCA14.1.4 Clearing Bank
Standard Chartered Bank Limited
67 Gulshan Avenue Gulshan
Dhaka-1212, Bangladesh
14.1.5 List of Approved Ticketing System Providers
The following GDS/CRS are approved ticketing system providers participating in BSP- Bangladesh a) Abacus b) Amadeus c) Galileo d) World span e) Farelogix
14.1.6 LCAG-P Delegates
The LOCAL CUSTOMER ADVISORY GROUP-Passenger (LCAG-P) is a forum where Airline delegates discuss operational issues for the BSP. For any requests towards LCAG-P, please find the current delegates:
Airlines Contact Name Title Email
Biman Mr.Mohammad Shahnewaz Director Marketing &
Sales [email protected]
Emirates Mr.Satish.Sethi Country Manger [email protected] Etihad K.Ashraful Kabir Country Manager [email protected] Cathay Pacific Mr.Nicholas Hays Manager-Bangladesh [email protected] Singapore Airlines Mr. Lionel Siau General Manager [email protected]
Qatar Airways Mr. Faisal A.Quadir Country Manager [email protected] Saudia Mr,Abudullah.A.Al.Qadi Country Manager [email protected] Thai Airways Int Mr.Charoenchai Laksanakorn General Manager [email protected]';
Gulf Air Mr. Abdul Hussain Country Manager [email protected] Air India/Indian
Airlines Mr. Jacob John Country Manager [email protected] Jet Airways Mr.Sudhakar Rao Country Manager [email protected];
'[email protected]' Malaysian Mr Wan Mohd Ebrahem Area Manager [email protected] Kuwait Airways Mr.Samiur Razzak Sales Manager [email protected]
Oman Air Mr. Savio D’Souza Country Manager '[email protected]'
PIA Mr.Agha A Shahi Country Manager [email protected]
Kingfisher Airlines Mr.Gireesh Bhaskar Area Manager [email protected]; RAK Airways Mr.Omar Jahameh Head of Finance [email protected] China Eastern Mr.Jun Kun Bai Country Manager [email protected]
GMG Mr.Erfan Haque GM-Sales [email protected]
14.1.7 APJC Delegates
NAME
AIRILINE/ ASSOCIATION
TITLE
Airlines:
Mr. Mohammad Shahnewaz BG Director Marketing & Sales
Mr. Satish.Sethi EK Country Manager
Mr. Mr. Lionel_Siau SQ General Manager
Mr. Faisal A.Quadir QR Country Manager
Mr. Charoenchai Laksanakorn TG General Manager
Mr.Abdul Hussain GF Country Manager
Mr.Mr Wan Mohd Ebrahem MH General Manager
Association of Travel Agents of Bangladesh
Mr.Lutful Kabir ATAB President -ATAB
Mr.A.K.M.Bari ATAB Vice President-Dhaka Zone
Mr.M.Ataur R.Khan ATAB Secretary General -ATAB
Mr.A.S.M.Ibrahim ATAB Treasurer –ATAB
Mr.M.Abul.Khair ATAB Member
Mr.Kumar Debasish Paul ATAB Member
14.2 PARTICIPATING AIRLINES
14.2.1 Participating Airlines List
The below list shows participating Airline members of BSP Bangladesh as per 29 December 2011. No Airline Name Airline Code Airline Check-
Digit
01 Air India AI 098
02 Air Mauritius MK 239
03 Biman Bangladesh Airlines Ltd. BG 997
04 Cathay Pacific CX 160
05 China Southern Airlines CZ 784
06 Emirates EK 176 07 Etihad EY 607 08 GMG Airlines Ltd Z5 009 09 Gulf Air GF 072 10 Bangkok Airways PG 829 11 Jet Airways 9W 589 12 Kingfisher Airlines Ltd. IT 090 13 Kuwait Airways KU 229 14 Malaysia Airlines MH 232 15 Oman Air WY 910 16 Pakistan Airlines PK 214 17 Qatar Airways QR 157 18 RAK Airways RT 785
19 Saudi Arabian Airlines SV 065
20 Singapore Airlines Limited SQ 618
21 Thai Airways International TG 217
22 YEMENIA Yemen Airways IY 635
23 China Eastern Airlines MU 781
24 Mihin Lanka MJ 817
25 Sri Lankan Airlines UL 603
26 Turkish Airlines INC TK 235
27 Regent Airways RX 652
28 United Airways (BD) Ltd 4H 584
14.2.2 Airline Contact Details
A Travel Agency may access the function Airlines on BSPLink and in this way retrieve contact
14.3 CUSTOMER INTERFACES – QUESTIONS
14.3.1 General
For any questions about your ticket sales and the BSP Procedures, there are several ways to find the answers. This Manual should be one of the first sources for you to check, and depending on the nature of the problem you should then turn to the respective party for help: • Any problems to complete a ticket sale or problems to extract any reports from your ticketing system?
This shall of course be answered by the Helpdesk of your Ticketing System Provider (i.e. Abacus, Amadeus, Galileo, Worldspan,Farelogix)
• Questions about how to issue a ticket, or any queries regarding the rules for a ticket? These should be stated directly to the Airline in question or your ticketing system provider if there is a technical problem.
• Questions on any discrepancies between what you have reported through your ticketing system and what you find on the BSP Reports?
Check which document is causing the discrepancy, and then report this to IATA.
IATA has several customer interfaces where you can seek information and we wish to point out some of them below.
14.3.2 IATA Country homepage -
www.iata.org/bangladesh
The IDFS Bangladesh home page will have local information regarding this market, including airline key contacts, Customer bulletins and circulars, and BSP/CASS performance statistics, as
well as links to other IATA products & services
.
14.3.3 IATA Customer Services Help Desk or Portal
The customer queries are primarily handled through IATA Customer Service Help Desk / Portal:
www.iata.org/customer-portal
14.3.4 BSPlink – www.bsplink.iata.org
BSPlink – BasicBSPlink is the user interface for all parties in the BSP Process. This is where you as an Agent will receive all your BSP Reports and corrective actions such as ADM/ACM and Refund Applications are entered and maintained by Airlines and Agents.
Also, IATA sends any important operational information using the file download function. Make sure to log into BSPlink on a regular basis and check for any new files, ADM/ACMs, or BSP Bulletins for new or changed procedures.
BSPlink – Enhanced
In addition to the Basic functions described above, BSP
link
can also be used to extract
online reports, search for historic BSP data (document data, ADM’s etc), create groups
for many IATA locations, get
email notifications for new files and much more. The Enhancedfunctions has a cost involved but might very well be worth it.
Furthermore the Ticketing Authority is maintained by Airlines on BSPlink so you as an Agent
can always check which Airlines that allow you to sell their tickets. For that functionality, Airlines,
Agents and Ticketing System Providers can access the system, so BSPlink adds a full
transparency between all parties of the process.
For further information please check directly on the BSPlink site found on
www.bsplink.iata.org or Contact Us via
http://www.iata.org/about/worldwide/asia_pacific/bangladesh
14.3.5 IATA International homepage - www.iata.org
By entering to www.iata.org you will come to IATA’s global home page. Here you can find
information on all IATA activities, find ruling resolutions and also buy any IATA publications via the online store. A search tool is available on the site, which will help you to find the information you are looking for.
14.4 STANDARD TRAFFIC DOCUMENTS (STD)
14.4.1 STDs used in Bangladesh
There are two categories of STDs used in BSP Bangladesh
D Off Premise Electronic Ticket (OPET)
D Virtual Multiple Purpose Document (VMPD)
14.4.2 Allocation of electronic STDs - Computer Generated Numbers (CGNs)
OPET ranges will be allocated automatically by the GDS.14.4.3 Recall of STDs
Due to global shortage of Computer Generated Numbers, IATA Head Office must recall from time to time STD stock. This means that stock has a limited lifecycle of 2 to 3 years, from the date of its allocation.
14.5 STANDARD ADMINISTRATIVE FORMS (SAF)
• Refund Notice-TSP
• Refund Application-TSP, BSPlink • Deposit Slip- Provided by Clearing Bank
14.5.2 Airline’ own accounting memoranda
Individual BSP Airlines also prepare certain BSP accounting memoranda, which are sent directly by the BSP Airline to the Agent concerned. Where BSPlink ADMs/ACMs have been implemented, the documents are issued under the provisions of resolution 850m, either online in BSPlink, or by using a mass file upload feature. This feature allows the airline (or third party acting on the airline’s behalf) raising the ADM/ACM to issue the document in its own system and upload as a file into BSPlink so the Agent can view it. Non-disputed ACMs/ADMs are automatically reported to the DPC for processing and inclusion in billings. Local dispute periods are automatically taken into account, and online disputing through BSPlink can be activated by
the airline. The airline can also download disputed transactions from BSPlink, and
loadthem into their own system for dispute handling. The purpose of these accounting memoranda is to adjust the Agent’s account with the Airline via the BSP. The two accounting memoranda are:
• Agency Debit Memo (ADM) • Agency Credit Memo (ACM)
Agency Debit Memo (ADM)
The ADM serves to notify an Agent that unless there is some justification to the contrary, the Agent owes the issuing BSP Airline the amount shown on the ADM for the reasons indicated. In case of disagreement, the Agent is obliged to contact the issuing Airline within the set disputing period, which is calendar 14 days.
An ADM shall only be processed through the BSP, if issued within nine (9) months of the final travel date. Any claims beyond this period need to be addressed outside of the BSP processes.
Agency Credit Memo (ACM)
The ACM is used in those cases where the Airline owes money to the Agent. The Airline submits an ACM to the Agent, setting out the details of the amount to be credited to the Agent.
14.5.3 ADM/ACM Procedures
Airlines issue ADMs/ACMs through BSPlink.
To view the ADMs/ACMs, agents would either log on to BSPlink from time to time to check on the ADM/ACM or by requesting for an email notification through the Email Alert setting in BSPlink, an email will be send to the agent whenever an ADM/ACM has been received.
An ADM issued by Airlines will remain in the BSPlink for 14 days after which it will then be posted into the Agents Billing Statement.
The Agent may dispute the ADM directly with the Airline within the 14 days period. The Airline may then cancel the ADM should the dispute be valid and if otherwise, the ADM will be posted into the billing statement.
Where BSPlink ADMs/ACMs have been implemented, the documents are issued either online in BSPlink, or by using a mass file upload feature. This feature allows the airline (or third party acting on the airline’s behalf) raising the ADM/ACM to issue the document in its own system and upload as a file into BSPlink so the Agent can view it.
The rules governing the issue of Airlines’ ADMs are detailed in resolutions published in the Travel Agent’s Handbook
14.5.4 Ticketing Authority through BSPlink
Only the Airline can assign Ticketing Authority to their appointed Agents. The Ticketing Authority is assigned through BSPlink by the Airline. Any updates to their Ticketing Authorization List are managed by the Airline directly.
14.6 BSP BILLING REPORTS – OUTPUT
14.6.1 General
IATA provides Agents with a range of BSP Reports for each period (usually four billing periods per month). The reports are provided in electronic form via BSPlink. The BSP reports are final remittance statement. Because the BSP reports are considered as supporting accounting documentation it is important that Agents will save BSP reports for the time prescribed in the local legislation (normally period of 7 years depending of the country). The reports are available online on BSPlink for the period of 2 months. Old reports can be requested from BSP local office, and if available there is a cost involved with such a rerun.
Reports are provided in the .pdf format and are compressed. Agents are required to have appropriate software (e.g. Acrobat Reader and a WinZip program).
14.6.2 BSP Reports available
14.6.2.1 List of BSP Reports with descriptions
Weekly Reports:
• Agent Billing Statement and Analysis (RPAGSTM)
A Summary report of sales by airline & a detailed billing analysis
• Excess Ticket Void Charges (RPAGTADM)
A debit advice on excess void charges with detail breakdown
• Agent Remittance Notice (RPAGTRMT)
Debit notice on sales amount due to airlines for each reporting period
• Agent Refund Rejection Report (RPAGRFRJ)
This report displays all rejected refund transactions for each agent
• Agent Tax Summary Report (RPAGTAX1)
This report displays a Summary of the Tax Types, in cash / credit /
Refunds /ADMs/ACMs
Daily Reports:
• Agent Credit Card Report (RPAGCCDT)
This report displays all Credit Card Sales by Credit Card Organization (Available if airline participates in direct invoicing scheme)
• Credit Card Exception Report (RPCCEXCP)
This report lists all Credit Card related errors. Sample of reports as follows:
Agent Credit Card Report (RPAGCCDT)
14.7 REMITTANCE PROCEDURES
14.7.1 General
The remittance (payment) date is shown on the BSP Calendar (refer Section 14.11). This is the date by which the Agent must remit their payment to the Clearing Bank by 4pm normal Banking transaction hour.
The frequency of remittance is twice monthly
14.7.2 Method of Remittance
Agent upon joining BSP will be provided with the bank deposit slip by the Clearing Bank (Standard Chartered Bank) for the purpose of making payment/remittance.
The payment/remittance schedule is as follows: At Remittance day
• Courier service from Standard Chartered Bank will collect cheque* payment from agents’ office.
• Alternatively, agent can deposit Cheque or cash directly at Standard Chartered Bank between 10am-4pm (Subject to change as per Bangladesh Bank Directive).
At Remittance day + 1 day
• Delayed payment has to be made in CASH or Pay order only at Standard Chartered Bank before 4pm (Subject to change as per Bangladesh Bank Directive).
• Outstation Cheque will not be accepted.
*Agents are requested to remit exact amount. Refund of access payment only be made by billing adjustment.
14.7.3 Reporting Errors and Missing Remittance Notice
Where an Agent, for whatever reason, has not received his Notice of Billing Statement by the remittance date, he is required to carry out the following:
• Notify IATA that the Notice of Billing Statement has not been received;
• Establish and agree with IATA the amount due for remittance on the remittance date.
Where an Agent’s remittance amount is affected by a Ticketing System Provider, that fails to report parts of agency sales for the referred period or due to Agent’s own negligence to report issued tickets he is required to carry out the following:
• Notify IATA
• Establish and agree with IATA the amount of deposit due for remittance on the remittance date or on a date advised by IATA.
14.7.4 Post-Settlement Errors discovered by Agent
If an Agent discovers a billing error after the remittance date, the Agent is to approach the BSP the BSP Airline concerned with an adjustment request.
Where the BSP Airline agrees with the Agent’s adjustment claim, an ADM or an ACM is raised for the amount over- or under remitted.
14.7.5 Post-Settlement Errors discovered by the BSP Airline
Corrections of errors discovered by a BSP Airline are made by sending an ADM or an ACM to the Agent. In some cases when unreported document are detected by the BSP Airline, it may require IATA to issue a
notice of Irregularity, based on the Resolution 810. The Airline will notify the Agent in writing of such discrepancy with a copy to IATA who will then take appropriate action.
14.7.6 Post Settlement Errors Discovered by IATA
I
f unreported documents are detected by IATA, they will inform the Agent in question in writingand request the referred amount to be settled immediately. If the Agents fail to comply with this requirement IATA will, with support of the Resolution 810, issue a notice of irregularity and proceed if necessary with Default Actions.
14.7.7 Net Remittance
Net reporting is an agreement between an airline and an agent to report STDs at a value other than the published fare. the difference between the amount entered in the STD’s fare box and the agreed fare may be a supplementary (commission) amount in the agent’s favour, or the agent may sell the std at a reduced price to customer. When an airline enters into an agreement with agent authorizing the agent to sell net reporting STDs, the airline establishes a special code(s) (e.g. Tour code, Commercial Agreement Reference) with the agent.
BSP Bangladesh uses Method 2- Using the Fare Area of the Remittance Area, Calculation 2E for reporting Net Reporting transactions. The Net Reporting calculation is shown below. Tax, tax on commission, and fees has been excluded from the calculation. The gross fare minus Supplementary Amount is an agreed amount on which the standard commission rate is applied to calculate the standard commission amount.
Example:
Gross Fare = 40,194
Agreed Amount = 30,000
Supplementary Amount = 10,194
Standard Commission Amount (7%) = 2,100
Net Fare Amount = 27,900
14.8 ADMINISTRATIVE CHARGES AND SANCTIONS
All references to Sections, Paragraphs and Subparagraphs below are references to Sections, Paragraphs and Subparagraphs as prescribed in Resolution 818g of the Travel Agent’s Handbook, unless stated otherwise.
14.8.1 Administrative Charges
Charges may be imposed on the following circumstances: • Overdue / Late Remittance
• Dishonoured Remittance
• Overdue / Late Submission of Sales Transmittals • Unreported / Late Transactions
• Bank charges
The charges will be collected via ADM and will be billed into the BSP billing statement. It will be shown under item ‘954’ in the statement and at the ADM section.
14.8.2 Sanctions
14.8.2.1 IRREGULARITIES AND DEFAULT
14.8.2.1.1 General
The Country Manager carries out certain functions and actions as prescribed in the IATA Travel Agent’s Handbook against any Agents who fails to adhere to the reporting and remitting procedures as set out in the IATA Resolution 818g (Travel Agent’s Handbook).
The circumstances for this may include;
• Overdue Sales Report • Overdue Remittance
• Dishonoured cheque or payment • Failure to include sales
• Accumulation of the above Irregularities
14.8.2.1.2 Accumulated Notice of Irregularities (NOI)
Accumulated NOI of four (4) instances will ultimately lead to an Agency being placed in Default. NOTE: Two (2) NOI is deemed as four (4) instances.
14.8.2.1.3 Overdue/Late or Dishonoured Remittance
Action will be taken against agency according to the relevant provisions of Resolution 818g.
14.8.2.1.4 Removal of CIPs / Ticketing Authority
CIPs/Ticketing Authority remain the property of BSP Airlines and they can be removed at any time by the Airline concerned or by the Country Manager.
14.9 CREDIT CARD SALES
14.9.1 General
The agent may accept credit cards and/or charge cards in payment for ticket sales on behalf of ticketing airlines, provided that the airline accepts the card for payment.
Please refer to Chapter 10 – Honouring of Credit Cards, in BSP Manual for Agents for credit card acceptance guidelines.
Subject to the authority of the ticketing Airline and the procedures set out in this manual, an Agent may accept Credit Cards and/or Charge Cards in full payment for ticket sales on behalf of the plated airline. Failure to comply with the procedures herein and/or the airlines policies may result in the transaction being billed as cash to the Agent’s Billing and once such action is taken, the airline will not retrospectively accept a card as payment for the transaction. Furthermore should a customer dispute and refuse to pay a transaction appearing on their Card Statement where such transaction was generated by an Agent, the airline will raise an ADM for the full value of the rejected transaction and the Agent must settle same. It is important that all Agents understand the general principles of Credit Card transactions.
When processing a credit card sale, the Agent should always ensure card acceptance and follow customary safety precautions:
• Does the Airline accept Credit Card as form of payment?
• Does the Airline accept this type of Credit Card as form of payment? • Is the credit card abbreviation valid?
14.9.2 Ticket Entry on Credit Card Sales
When accepting the Credit Card on the behalf of an Airline the credit Card details shall be entered in the Form of Payment box of the ticket. Credit Card number must follow a specific format.
For Entry in the Ticketing System the Agents must control the applicable format with the Ticket System Provider. The format shall cater for Approval code and Date of Validity
For the Manual documents the entry in the Form of Payment box shall follow following format CCVI5456 6785 8574 8899 followed by the expiry date, 12/09 for example
Where:
“CC” indicates Form of Payment = Credit Card “VI” indicated type of Credit Card (in this case Visa) “5456 6785 8574 8899 ” indicates credit card number
14.9.3 Face to face transactions
For face-to-face credit card transactions the Airline will hold Agents responsible if customary safety precautions were not taken and result in the Credit Card being rejected due to fraudulent use.
14.9.4 Non Face to face transactions
These are transactions where the cardholder is not present at time of issue. Such transactions are either made by telephone or mail order or against signature on file.
These sales are accepted at the risk of the Agent. Any charges in respect of disputed transactions will be passed back to the issuing office. Where a BSP Airline incurs a loss and such loss is attributable to an Agent’s failure to adhere to the instructions of the Airline in respect of credit card sales, the Airline may invoice the Agent for such loss. (In normal cases, an ADM will be issued by the Airline.)
14.9.5 Passengers Signature
All Tickets issued against Credit Card require approval by the Cardholder. This is expressed by a cardholder’s signature. In those cases a Credit Card charge form is used (described in later paragraph) the cardholder shall sign the CCCF. In cases where the ticketing procedure will not require a CCCF the cardholder shall sign the Agent Coupon of the ticket.
14.9.6 Reporting of Credit Card Sales by IATA/BSP
All Credit Card Sales are reported on the BSP Billing Analysis and Statement under a separate column. The commission amount is credited to the Agent in cash and as such is deducted from the total balance payable.
14.10 REFUNDS
14.10.1 General
An Agent is permitted to effect refunds on STDs that were issued and reported by the Agent himself. In all other cases, prior permission must be obtained from the Airline whose document has been used.
In all cases where prior permission to affect a refund must be obtained from the Airline concerned, either as a matter of policy or because the Agent cannot compute the refund himself, an Airline Refund Application/Authority must be issued.
Refunds are issued through BSPlink and can be processed in two ways:
• Through the issuance of Refund Notice (RN), when airline authorization is not required. Once RN is issued, it will be processed in the current Reporting Period.
• Through the issuance of Refund Application/Authority (RA), when authorization from the airline is required to refund the ticket. RAA will only be processed when the airline approve/authorize it.
NOTE: It is important to know which method applies when processing refund. When in doubt, please check with the Airline.
14.10.2 Direct Refunds
Auto RefundAs per Resolution 824r Auto Refund facility through GDS for fully unutilized tickets are available to all agents, on airlines participating in this Programme.
14.10.3 Refund Application/Refund Notice
PROCEDURES FOR REFUND APPLICATION/AUTHORITY (RA) IN BSPLINK
Refunds not covered by a Refund Notice and requiring authority from the ticketing airline. Such requests for refund must be made electronic using Refund Application/ Authority through BSP Link.
• Log on to www.bsplink.iata.org to access BSPlink
• Click on ‘Refund’ – ‘Refund Application Authority Issue’ to display the RA form. • Complete the RA form (Part A and Part B) in BSPlink.
• Once completed, click on ‘Accept’ and a RA number will be displayed • Indicate the system-generated RAA number on the refund document.
• Submit the refund document and a copy of RA to respective Airline for action.
• Agents need not print the RA copy from BSPlink for submission to the Airline, as airline will be able to view them via BSPlink.
• Monitor the authorization status (Authorized, Pending, Reject) in BSPlink by clicking on ‘Refund’ ‘Refund Application/Authority query’ menu. Click on the respective boxes (Authorized, Pending, Reject) shown to see the status or click all boxes to see the status. NOTE:
1. Ensure all ticket coupons are stamped ‘REFUNDED’
2. Airlines will retain the document upon authorization.
3. There is no need to issue RN anymore. Once authorized, RA will be processed.
Detailed steps on Issuance of Refund Application Authority:
The refund Application/ authority form has two different areas: A. The application part (to be completed by the agent), and B. The authorisation part (to be completed by the airline)
The white fields are mandatory whereas the grey fields are optional. A. Refund Application
1. TO (Airline Code): Enter the three-digit airline code of the ticketing airline.
3. Reasons for Refund: There are four short reasons that can be explained in the Remark field which allows maximum 144 characters. The reasons are:
a) Used/ Voluntary b) Used/ Involuntary c) Unused/ Voluntary d) Unused/ Involuntary
4. Used Transportation (Date/ Flight No/ routing): Enter details of the first sector used of the ticket/document to be refunded.
5. Stat: Not applicable in BSP-Bangladesh.
6. Documents Enclosed for Refund: Information about the ticket/document to be refunded:
7. Airline: Enter three-digit airline code.
8. Form & Serial No.: Enter ten-digit ticket/ document number.
9. Coupons: Tick the corresponding coupons that should be refunded.
10. Rep Period: Enter the reporting period (YYYYMMP) when the ticket/document was reported.
Note: ‘P’ is the period 1 (for 1st week), 2 (for 2nd week), etc.
11. Original Document: Enter information related to the original ticket/document no. in case the refunded ticket were an exchange ticket:
12. Airline: Enter three-digit airline code.
13. Serial No.: Enter ten-digit ticket/document number.
14. Date: Enter date when the refunded document was issued. The format is DD/MM/YYYY and it cannot be superior to the date of the refund.
15. Place: Enter IATA City Code of the place of issue of the original ticket.
16. Issuing Agent:
17. Credit: If the form of payment is by credit card, the corresponding fields should be entered at least with credit amount and entity information. The credit card expiry date (MMYY) field is optional.
Refund Authority:
1. Currency: The system default is local currency BDT
2. Fare: Enter total fare amount of the refund.
3. Commission Amount: Enter agency commission amount recoverable.
4. Tax on Commission: Not applicable in BSP-Bangladesh.
5. ISO Tax Code and Taxes: The applicable ISO code and the tax amount should be entered. Up to seven different taxes can be entered. Taxes are as follows:
a) Standard Taxes: Two alpha characters.
b) XF Tax: Specify the 3-character Airport location identifier to which the Airport or segment tax applies and the amount and the amount corresponding to such tax.. XF taxes would have a maximum amount of 8 characters: XFAAAN
i) AAA refers to Airport Code
ii) N refers to the amount collected in the currency of the country where the Airport is located.
TAX XFMIA1 10
TAX XFBCN2 20
c) XT Tax: XT Tax can only be entered in the last tax box and will be allowed only after rest of the tax boxes have been filled. Automatically, a new box will be displayed in order for the user to enter the breakdown of the XT taxes.
6. BD Tax: BD TAX is for immigration purpose.
7. UT Tax: UT TAX is for security purpose.
8. YQ Tax: YQ TAX is for airline purpose.
9. CP & MF Taxes: Any taxes corresponding to MF (Handling Fee) and CP (Penalty Charges) should be entered in this field.
10. Refund to Passenger is fare + tax amount – penalty charges.
11. Credit: If the form of payment is by credit card, the corresponding fields should be entered at least with credit amount and entity (AX, VI, CA, etc) information. The credit card expiry date (MMYY) field is optional.
12. Tour or CAR Value Code: Enter a valid tour code if applicable. Click the ‘Accept’ button to complete the transaction.
PROCEDURES FOR REFUND NOTICE (RN) IN BSPLINK • Log on to www.bsplink.iata.org to access BSPlink
• Click on ‘Refund’ – ‘Refund Notice Issue’ to display the RN form. • Complete the RN form in the BSPlink.
• Click on ‘accept’ (the RN will be posted to the DPC electronically) • Before submission to BSP, print Refund Notice Query form.
• Attach all refunded documents (stamped REFUNDED on every coupon) to the Refund Notice and submit to LDPC together with the ASTF.
Sample of a Refund Notice
Detailed Steps on Issuance of Refund Notice:
The electronic form of Refund Notice on BSP Link has mandatory white fields and optional grey fields. The fields are as follows:
1. Currency: The system default is Local Currency BDT.
2. Fare: A numerical value should be entered in this field indicating total fare amount of the refund
3. Standard Taxes: Two alpha characters.
4. XF Tax: Specify the 3-character Airport location identifier to which the Airport or segment tax applies and the amount and the amount corresponding to such tax. XF taxes would have a maximum amount of 8 characters: XFAAAN
b) N refers to the amount collected in the currency of the country where the Airport is located
TAX XFMIA1 10
TAX XFBCN2 20
5. XT Tax: XT Tax can only be entered in the last tax box and will be allowed only after rest of the tax boxes have been filled. Automatically, a new box will be displayed in order for the user to enter the breakdown of the XT taxes.
6. BD Tax: BD TAX is for travel purpose.
7. UT Tax: UT TAX is for security purpose.
8. YQ Tax: YQ TAX is for airline purpose.
9. CP & MF Taxes: Any taxes corresponding to MF (Handling Fee) and CP (Penalty Charges) should be entered in this field.
10. Gross Refund: It is the total of the fare + tax amount – the penalty charges. The system automatically calculates this amount.
11. Commission: Enter a number between 0 and 100. By default, it is considered as
percentage (%). If the value entered does not stand for the commission percentage, the (%) box should not be selected.
12. Net Remit: Not required in BSP-Bangladesh.
13. Passenger Name: This field is mandatory.
14. Document Form and Serial Number: This field refers to the information about refunded document.
15. Airline Code: Enter the Airline Code without check digit.
16. Form and Serial Number(s): Enter ten-digit number.
17. Coupons: Tick the corresponding coupons that should be refunded.
18. Date of Issue Refunded Document (DIRD): Enter the date when the refunded document was issued. The format is DD/MM/YYY and cannot be superior to the date of issue of refund.
19. Credit Amount: Specify the amount corresponding to the credit payment.
20. Credit Card: The credit card area is to be completed if the original ticket was paid by credit card. Enter the credit card number and the corresponding entity (AX, VI, CA, etc)
21. Tour Code: Enter the tour code or CAR (Commercial Agreement Reference Value code) (Not applicable in BSP-Bangladesh.
22. Stat: Not applicable in BSP-Bangladesh.
23. Remarks: Up to 10 lines to include any comment.
Upon completion of the form, the agent/airline will issue the document by clicking on the Accept button at the bottom of the screen.
14.11 REPORTING CALENDARS
14.11.1 General
The reporting calendar shows all important dates of the BSP remittance process. Agents are obliged to check the dates in the calendar
