bsp manual for agents local procedures - iata - · pdf file14.2.2 airline contact details ......

Vietnam 2013 English

BSP Manual for Agents – Local Procedures Chapter 14

BSP Manual for Agents – Chapter 14 – Vietnam Jan 2013 of 20

FOREWORD: This chapter (Chapter 14) covers local BSP procedures applicable in BSP Vietnam. For all other applicable BSP procedures please refer to the core BSP Manual for Agents. This manual will be updated as and when there are changes, new updates.

CHAPTER 14 - Local Procedures

TABLE OF CONTENTS

CHAPTER 14 - LOCAL PROCEDURES ................................................................................... 2 14.1 ADDRESSES & CONTACTS ............................................................................................ 4

IATA Local Office ............................................................................................ 4 IATA Clearing Bank ........................................................................................ 4 Global Distribution System (GDS) .................................................................. 4

14.2 PARTICIPATING AIRLINES ............................................................................................. 5 14.2.1 Participating Airlines List ............................................................................ 5 14.2.2 Airline Contact Details ................................................................................ 6

14.3 CUSTOMER INTERFACES – QUESTIONS ..................................................................... 6 14.3.1 General ...................................................................................................... 6 14.3.2 IATA Customer Services Help Desk or Portal ........................................... 6 14.3.3 BSPlink – www.bsplink.iata.org ................................................................. 8 14.3.4 IATA International homepage - www.iata.org .......................................... 11 14.3.5 Agenthome web page - www.iata.org/agenthome ................................... 11

14.4 STANDARD TRAFFIC DOCUMENTS (STD) .................................................................. 11 14.4.1 STDs used in BSP Vietnam ..................................................................... 11 14.4.2 Distribution of STDs ................................................................................. 11 14.4.3 Initial Distribution of STDs ........................................................................ 11 14.4.4 Automatic Replenishment of Agents’ stock of STDs ................................ 11 14.4.5 Appointment by airline for Ticketing Authority for ET ............................... 11 14.4.6 Appointment by airline for Ticketing Authority for vMPD .......................... 12

14.5 STANDARD ADMINISTRATIVE FORMS (SAF) ............................................................. 12 14.5.1 Administrative forms used in BSP Vietnam - General ............................. 12 14.5.2 Refund Application Authority .................................................................... 12 14.5.2 Agency Debit Memo (ADM) / Agency Credit Memo (ACM) ..................... 12

14.6 LOCAL REPORTING PROCEDURES ............................................................................ 12 14.6.1 STD Cancellation procedure .................................................................... 12 14.6.2 STD reporting procedure ......................................................................... 12

14.7 AIRLINE REPORTING MEMORANDUMS – ADM AND ACM ........................................ 13 14.7.1 ADM Procedures ...................................................................................... 13

14.8 REFUNDS ........................................................................................................................ 14 14.8.1 General .................................................................................................... 14


14.8.2 Procedures for Direct Refunds ................................................................. 14 14.8.3 Procedures for Refund Application .......................................................... 14 14.8.4 Handling of Refunds by IATA Members ................................................... 14

14.9 BSP BILLING REPORTS – OUTPUT ............................................................................. 15 14.9.1 General .................................................................................................... 15 14.9.2 BSP Reports available ............................................................................. 15 14.9.3 List of BSP Reports with descriptions ...................................................... 16

14.10 REMITTANCE PROCEDURES ..................................................................................... 17 14.10.1 General .................................................................................................. 17 14.10.2 Remittance Date .................................................................................... 17 14.10.3 Method of Remittance/Direct Debiting ................................................... 17 14.10.4 Reporting Errors and Missing Remittance Report ................................. 17 14.10.5 Post-Settlement Errors discovered by Agent ......................................... 17 14.10.6 Post-Settlement Errors discovered by the BSP Airline .......................... 18

14.11 SANCTIONS, ADMINISTRATIVE AND CLEARING BANK CHARGES ..................... 18 14.11.1 Administrative Charges .......................................................................... 18 14.11.2 Sanctions (Irregularity / Default) ............................................................ 18

14.12 CREDIT CARD SALES ................................................................................................. 18 14.12.1 Credit Card Sales ................................................................................... 18 14.12.2 Ticket Entry on Credit Card Sales .......................................................... 19 14.12.3 Face to face transactions ....................................................................... 19 14.12.4 Non Face to face transactions ............................................................... 19 14.12.5 Passengers Signature ............................................................................ 19 14.12.6 Reporting of Credit Card Sales by IATA/BSP ........................................ 19

14.13 REPORTING CALENDARS .......................................................................................... 20 14.13.1 General .................................................................................................. 20

14.14 FORMS & MANUALS .................................................................................................... 20 14.14.1 BSP Agent Form .................................................................................... 20 14.14.2 BSP MANUAL ........................................................................................ 20


14.1 ADDRESSES & CONTACTS

IATA Local Office

IATA Vietnam Mr. Do Nhu Phung Country Manager [email protected] Mr. Do Viet Khoa Assistant Manager, Passenger Services [email protected] Address: Room B2, 3

rd floor. IBC Building, 1A Me Linh Square, Dist.1, Ho Chi Minh City, Viet Nam

Tel: +84 8 3823 7686 Fax: +84 8 3823 7685 Customer services: E-mail: [email protected] Web portal: www.iata.org/vietnam Enquiry: http://www.iata.org/enquiry Business Hour: 0900 hr – 1700 hr

IATA Clearing Bank Ms Nguyen Thanh Kim - Global Client Management Manager Address: Sun Wah Tower, 115 Nguyen Hue Boulevard, District 1, Ho Chi Minh City, Vietnam Telephone:(84-8) 3521 1290 (/91) Email: [email protected] Service line: (84 8) 3521 1111 or (84) 1900 1819

Global Distribution System (GDS)

Abacus

Address: # 05-02 Prime Center, 53 Quang Trung, Hanoi, Vietnam Tel: (84-4) 3943 1975 Fax:(84-4) 3943 1972 Email: [email protected]; [email protected]

Amadeus

Address: 170 – 172 Nam Ky Khoi Nghia St., D3, HCMC, Vietnam Tel: (84-8) 3933 0777 Fax:(84-8) 3930 5008 Email: [email protected]; [email protected]

Galileo

Address: #1403, Saigon Riverside Office Center, 2A-4A Ton Duc Thang, Dist 1,Ho Chi Minh City Tel: (84-8) 4562 2433 Fax: +84 (8) 3827 4742 Email: [email protected]; [email protected]

mailto:[email protected]










14.2 PARTICIPATING AIRLINES

14.2.1 Participating Airlines List The below list shows participating Airline members of BSP Vietnam as of Dec 2012:

No Digit code Letter code Airlines name

1 057 AF AIR FRANCE

2 160 CX CATHAY PACIFIC AIRWAYS

3 220 LH LUFTHANSA GERMAN AIRLINES

4 618 SQ SINGAPORE AIRLINES

5 016 UA UNITED AIRLINES INC

6 217 TG THAI AIRWAYS INTERNATIONAL

7 738 VN VIETNAM AIRLINES CORP

8 131 JL JAPAN AIRLINES

9 829 PG BANGKOK AIRWAYS

10 157 QR QATAR AIRWAYS

11 672 BI ROYAL BRUNEI

12 006 DL DELTA AIR LINE INC

13 695 BR EVA AIR

14 297 CI CHINA AIRLINES

15 180 KE KOREAN AIR

16 232 MH MALAYSIA AIRLINES

17 080 LO LOT POLISH AIRLINES

18 784 CZ CHINA SOUTHERN AIRLINES

19 043 KA HONGKONG DRAGON AIRLINES

20 090 IT KINGFISHER AIRLINES

21 169 HR HAHN AIR LINES GMBH

22 747 YO HELI AIR MONACO

23 999 CA AIR CHINA

24 851 HX HONG KONG AIRLINES

25 079 PR PHILIPPINE AIRLINES

26 205 NH ALL NIPPON AIRWAYS

27 555 SU AEROFLOT

28 105 AY FINNAIR

29 870 VV AEROSVIT AIRLINES

30 005 CO CONTINENTAL AIRLINES

31 235 TK TURKISH AIRLINES

32 589 9W JET AIRWAYS (INDIA) LIMITED

33 176 EK EMIRATES

34 706 KQ KENYA AIRWAYS LIMITED

35 465 KC AIR ASTANA


14.2.2 Airline Contact Details

Airline contact details are listed in BSPlink. BSPlink Enhanced Agents can access the function Address Maintenance – Address Query Airlines on BSPlink to retrieve Airline contact details at any time.

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) 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 Customer Services Help Desk or Portal The customer queries are primarily handled through IATA Customer Service Help Desk / Portal: Step 1: Click on the URL www.iata.org/enquiry Step 2: Fill in your query in the template. You can also attached a document /report to us in English or Vietnamese.

http://www.iata.org/enquiry


Step 3: We will receive your query and send you an acknowledgement email with a case number.

Step 4: We will reply to your query in a timely manner. Step 5 : If you have further questions on the same case, please send your questions by replying above email to [email protected] and do not change email subject (which contain tracking code or case number).



14.3.3 BSPlink – www.bsplink.iata.org

BSPlink is the user interface for all parties (Agents, Airlines, BSP and GDSs) in the BSP Process. Each party will have access to its own browser. Agents can use BSPlink 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. Furthermore the Ticketing Authority is maintained by Airlines on BSPlink so you as an Agent can always check which Airlines that allows 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. Also IATA sends any important operational information using the download function. Make sure to log into BSPLink on a Regular basis and check for any new files, ADM/ACM or BSP Bulletins for new or changed procedures. Each agent will be provided a BSPlink ID to access BSPlink, following charge rate will be applied from January 2013:

User type Charge per user Remark

Enhanced user (BSPlink agent ID)

VND 630,000/month (plus 10% VAT)

To be collected every 6 months through BSP remittance on 4

th period of June & December.

Some BSPlink functions:

Files Download This is where Agent will receive all your BSP Reports and Remittance Notice. At the same time, BSP Bulletins, procedures, import notice will also be filed here for your download.

Refund Applications Where you can submit partially used ticket for refund

ADM / ACM Query To view the ADM/ACM issued by airline and raise ADM dispute if it is not correct.

Ticketing Authority To check which Airlines allow you to issue their ticket.

Document Enquiry Agent can query/view billed or rejected documents (E-Ticket, refunds, ADMs, vMPD) back to 16 months

vMPD Agent can issue Multiple Purpose Document

The features are listed below. However, do take note that BSPlink is constantly being enhanced and new features are added. Updates on new features will be posted on the BSPlink newsletter, available on the BSPlink site when you log on.

http://www.bsplink.iata.org/


BSPlink for Agent Features Enhanced

ADM/ACM

ADM to be billed in current period

ADM pending settlement

ADM Deactivated

ADM per reporting period

ACM to be billed in current period

ACM pending settlement

ACM Deactivated

ACM per reporting period

ADM & ACM Query

Charging Query

ADM Request

ACM request

OTHER SERVICES

Sales Summary

Ticket Authority Query

GDS Query

FILES

Download

Upload

Upload Refund Notice Files

Download Communications

BSPLINK AGENT GROUPS

Agent Group Query

GENERAL QUERIES

Airlines

On-line Billing Statement

On-line Billing Analysis

DOCUMENT QUERIES

Stock Inventory

Last Supplies

Rejected Documents

Net-Remit Documents

Document Enquiry

Credit Cards

LOGIN AND PASSWORD

Change login and password

Change mail

SUB-USERS MANAGEMENT

Sub-users Query

Sub-users maintenance

Access Permissions

Query All Subusers


ADD AGENT GROUP

Add Agent Group Primary Account

EMAIL ALERT

Email Alert Maintenance

SALES TRANSMITTAL

Enter Sales Transmittal

Modify Sales Transmittal

Query Sales Transmittal

ADDRESS MAINTENANCE

Query Address

Modify Address

Address Query Airlines

REFUND APPLICATIONS

RA Issue

RA Query

RA Query by reporting period

RA Issue pending auhorisation

RA Supervise

RA Airline Permission

REFUND NOTICES

RN Issue

RN Query

RN Query by reporting period

RN Issue pending auhorisation

RN Supervise

RN Airline Permission

VIRTUAL MPD

Issue MPD

Query & reports

Configuration

Maximum values

V-MPD Airline Permission

V-MPD ONLY USERS MANAGEMENT

V-MPD Only User Query

V-MPD Only User Maintenance

BSP ADJUSTMENTS

Debit to airline

Credit to Airline

Adjustment Query As at 1Apr 09

For further information please check directly on the BSPlink site found on www.bsplink.iata.org or Contact Us via IATA Customer Service Desk / Portal.

http://www.bsplink.iata.org/


14.3.4 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 IATA online store. A search tool is available on the site, which will help you to find the information you are looking for.

14.3.5 Agenthome web page - www.iata.org/agenthome

By entering to www.iata.org/agenthome you will come to IATA’s home page for travel agents. Here you can find information for IATA agents such as ruling resolutions, Travel Agent Handbook, BSP Manual, FAQs etc.

14.4 STANDARD TRAFFIC DOCUMENTS (STD)

14.4.1 STDs used in BSP Vietnam

Standard travel Documents used in BSP Vietnam are:

Electronic Ticket (ET)

Virtual Multiple Purpose Documents (vMPD)

14.4.2 Distribution of STDs The ET numbers are auto allocated to the agents via GDS system in quantity of 250 numbers each time and replenished automatically. The vMPD numbers are auto generated each time an agent issue a vMPD through BSPlink.

14.4.3 Initial Distribution of STDs

At the start of the BSP participation, each agent will be allocated a block of 250 ET numbers from each GDS.

14.4.4 Automatic Replenishment of Agents’ stock of STDs New block of 250 numbers will be automatically replenished to agent by GDS before numbers are totally depleted.

14.4.5 Appointment by airline for Ticketing Authority for ET Airline decides which agent is to be given ticketing authority to issue their ticket. The agent can also approach the airline for the appointment. Airline will activate and deactivate agents’ ticketing authority through BSPlink and GDSs will be notified to update agents’ ticketing table with the airline. Agent can view the airline permission granted in their BSPlink browser as well. Except for circumstances such as default and agent voluntary relinquishment, deactivation will be done by BSP.

http://www.iata.org/

http://www.iata.org/

http://www.iata.org/agenthome

http://www.iata.org/agenthome


14.4.6 Appointment by airline for Ticketing Authority for vMPD

Airline decides which agent is to be given ticketing authority to issue vMPD. This appointment is different from the ET appointment. Airline will activate and deactivate agents’ ticketing authority, set maximum value for vMPD issuance through BSPlink. Agent can see the airline permission granted in their BSPlink browser.

14.5 STANDARD ADMINISTRATIVE FORMS (SAF)

14.5.1 Administrative forms used in BSP Vietnam - General Refund Application Authority

Agency Debit Memo (ADM) / Agency Credit Memo (ACM)

14.5.2 Refund Application Authority

To request refund authorisation from an Airline for a partially used ticket. Refund Application is raised via BSPlink.

14.5.2 Agency Debit Memo (ADM) / Agency Credit Memo (ACM)

Adjustment notice used by airline on agents for adjustment in incorrect ticket sales.

14.6 LOCAL REPORTING PROCEDURES

14.6.1 STD Cancellation procedure

E ticket issued can be cancelled within same day (performed in GDS system). It is known as a VOID. Payment neutralised and agent need not pay for the transaction

It is similar for vMPD. It can be issued and voided in the same day. However, if the vMPD has been marked as “used” by airline, it cannot be voided. This has to be refunded

14.6.2 STD reporting procedure

Reporting All transactions during a period will be reported on BSP billing reports for remittance. Total payable amount of USD transactions will be converted automatically to VND, based on USD selling rate quoted by IATA Clearing Bank on the first business day of the reporting period.

Mandatory ticket notice Issued ET which is good for travel must be accompanied by mandatory ticket notice. The notice can be downloaded from the Agenthome web site:www.iata.org/Agenthome

http://www.iata.org/Agenthome


14.7 AIRLINE REPORTING MEMORANDUMS – ADM and ACM

Agency Debit Memo (ADM)

The ADM serves to notify an Agent that the Agent owes the issuing BSP Airline the amount shown on the ADM for the reasons indicated. In case of disagreement, the Agent is to flag the ADM for dispute in BSPlink.

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.

14.7.1 ADM Procedures

ADMs are legitimate accounting tool for use by all BSP Airlines to collect amounts or make adjustments to agent transactions in respect of the issuance and use of Traffic Documents issued by or at the request of the Agent.

Alternative use of ADMs may exists provided that consultation has taken place either individually with the Agent or a local representation of Agents, or through the applicable local joint consultative forum.

o ADMs shall only be processed through the BSP if issued within nine month of the final travel date. Any debt action initiated beyond this period shall be handled directly between the BSP Airline and Agent.

Airlines are required to publish and communicate in writing their ADM policies to Agents in advance of implementation.

Airlines shall provide Agents with the phone or fax number and email address of a person or department that has knowledge of the concerned ADM

An Agent shall have a minimum of 14 days in which to review an ADM prior to its submission to BSP for processing

An ADM that has been included in the BSP billing will be processed for payment. The amount paid by agent will be withheld in BSP Hinge account. Any subsequent dispute of such ADM, if it is upheld by the Airline, will be dealt with directly and where applicable may result in the issue of an Airline Credit Memo (ACM)

If it is established that an ADM is not valid it must be cancelled

Where ADMs are withdrawn by BSP Airlines, any administration fee that may have been levied will be withdrawn, or refunded to the Agent. In the event the ADM is refunded to the Agent, the Arileine cannot charge an administrative fee associated to the refund.

Following consultation and if both parties agree a disputed ADM may be referred to the Travel Agency Commissioner to be resolved.


14.8 REFUNDS

14.8.1 General An Agent is permitted to effect refunds on STDs that were issued and reported by the Agent itself only.

14.8.2 Procedures for Direct Refunds Please refer to training guide provided by GDSs on Direct Refunds (Auto Refunds). Procedures for automated reporting of refunds via GDS / Ticketing System:

Direct refunds are performed via the GDSs’ auto refund feature for fully unused ticket.

Validate that the ticket is refundable according to the rule of the ticket issued.

Register the refund in the GDS system

14.8.3 Procedures for Refund Application

The Refund Application is to be used in all cases where the Agent is not allowed to or does not know how to raise a refund especially for a partial used ticket. The Agent is to complete all details about the refund requested in BSPlink, attach any documents related to it and send the full application to the ticketing BSP Airline. The BSP Airline computes the refund requested, and approves or rejects the application. Procedures for Refund Application on BSPlink

Access the Refund Application in BSPlink through the function “Issue Refund Application” from the Document Enquiry screen and thus have the form auto populated with the basic values from a chosen document.

After processing the Refund Application, the system will confirm the completion of the action and a Refund Application number is issued. You can also control the status of a Refund Application at any time by looking in the Refund Application Query.

(If applicable) Print out the Form, attach any documents related to the refund requested (ifand send this directly to the Airline in question using the address on the BSP Billing Statement or Address provided by the Airline for this purpose.

The Airline will approve or reject the refund application.

Rejection/Approval process can be viewed through Refund Application Query. The status will show “pending” for any applications not yet handled by the Airline, and “Authorised” or “Rejected” for those who are.

Agent can set up the Email alert function, to be notified whenever airline has taken action on the Refund Applications .

14.8.4 Handling of Refunds by IATA Members The Passenger Sales Agency Rules do not stipulate a time limit for effecting refunds by IATA Members.


Through the adoption of IATA Resolution 824r, Members have agreed to expedite refunds on unused or partly used traffic documents in accordance with the following practices:

Unused traffic documents - Ensure that valid refunds on totally unused traffic documents are made or authorised not later than the following remittance date after the carrier receives the refund application from the Agent.

Partly used traffic documents Ensure that refunds on partly used traffic documents are made or authorised not later than two months after the carrier receives the refund application from the Agent.

14.9 BSP BILLING REPORTS – OUTPUT

14.9.1 General IATA provides Agents with a range of BSP Reports for each period (four billing periods per month). The reports are provided electronically via BSPlink. The BSP reports are the final remittance statement and agent is to refer to this report only. 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).

14.9.2 BSP Reports available

Billing reports in PDF format are available at no cost to agent on a regular basis via BSPlink,

Basic Package Report Period 1-4 Format

BSP Agent Detailed Billing Statement and Analysis

VN_RPAGSTM PDF

Agent Refund Rejection Report

VN_RPAGRFRJ PDF

Other BSP reports are also available for subscription, such as:

Billing/ billing related reports in non-PDF format (i.e. Excel / ASCii)

Agent HOTs files (ASCii)

All statistical, value added or monitoring reports (PDF & Excel). Please contact IATA for report’s content & subscription fee.


14.9.3 List of BSP Reports with descriptions

Below are descriptions of BSP reports sent to Agents. Please note that the File Name stated e.g. STMmmpE, will reflect the month and period such as STM012X for January period 2.

BSP Agent Billing Statement and Analysis

This Agent Statement provides a summary for each Airline followed by a list of ALL transactions billed to the Agent for the specified Billing Period. The transactions are sorted by the four main “groups”, being ISSUES, ADM, ACM and REFUNDS.

More information

This report has a summary of all sales for billing period displayed (Summary Box) at the top.

NR (Net Remit indicator) are displayed in “Comments” column.

“Supplementary Commission Rate” (percentage) in addition to “Supplementary Commission Amount” is displayed.

Exchange tickets, Check Digit and Coupon Usage Indicator on exchanged ticket number are displayed (“Comments” column).

Tour Code is displayed on “Comments” column.

“Date of Issue is displayed on its own column.

No total amounts per tax type are displayed, but can be found in “Agent Tax Type Summary Report”.

Breakdown of sales per airline is displayed.

Note: agent is to make BSP remittance in VND based on the VND amount reflected in

Grand Total: Balance Payable column.

Frequency: Periodically

Media: BSPlink

Format: PDF

File name: STMmmpE (see description above)

Price: Standard – free of charge.

Agent Refund Rejection Report

This is a Refund Rejection report capturing all Refunds or Refund Application raised for the period that has been rejected and not billed. Rejection reasons are provided for agent to do corrective action.

Frequency: Periodically

Media: BSPlink

Format: PDF

File name: AGRFRJmmpX (see description above)

Price: Standard – free of charge


14.10 REMITTANCE PROCEDURES

14.10.1 General

Every period, on behalf of all BSP Airlines, IATA produces and forwards to each Agent (via BSPlink website) two “BSP Agent billing statement & analysis” containing Grand total amount in VND for both transaction types: USD & VND. The sum of these 2 amounts identifies the amount due from/to the Agent, which is to be settled with good value/fund with the Clearing Bank in strict compliance with published remittance dates.

14.10.2 Remittance Date

The Remittance date is the date when the money is due to IATA is published in the Reporting Calendar. All remittances must be paid in full (matches with billing amounts) with good value on/before the remittance date. All remittances must be paid only in VND. Failure to do this could result in default procedures being applied.

14.10.3 Method of Remittance/Direct Debiting All BSP agents have to remit their good funds to designated IATA Account in VND, according to their Billing reports (BSP Agent billing statement & analysis – “RPAGSTM_USD” & “RPAGSTM_VND”). Full amount must be credited on or before remittance date stated in BSP Vietnam Calendar. Clearing Bank:

Citibank N.A. Vietnam, Ho Chi Minh City Branch

Sun Wah Tower,

115 Nguyen Hue Boulevard, District 1,

Ho Chi Minh City, Vietnam.

Telephone: (84 8) 3521 1111 or (84) 1900 1819

Citibank N.A. Vietnam, Ha Noi Branch

International Center,

1st Floor, 17 Ngo Quyen Street,

Ha Noi, Vietnam.

Telephone: (84 8) 3521 1111 or (84) 1900 1819

Payments are made by the following methods: • Bank Transfer (preferred mode of remittance) • Depositing Cash * * Cash deposit must be completed before closing time of Cash counters at Citibank (e.g. 16:00) Agent can contact Citibank service team (please refer to 14.1) to check its account’s balance after making BSP remittances. Please note that Citibank only provide information to agent's registered persons, as listed in Agent BSP contact form submitted to us.

14.10.4 Reporting Errors and Missing Remittance Report

Where an Agent, for whatever reason, has not received his Billing analysis report (RPAGSTM) 3 days before the remittance date, he/she is required to carry out the following:

Notify IATA that the Billing Statement has not been received;

Establish and agree with IATA the amount due for remittance on the remittance date. The Agent must ensure that sufficient funds are available to facilitate the settlement process.

14.10.5 Post-Settlement Errors discovered by Agent

If an Agent discovers a billing error after remittance date, the Agent is to approach 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.

14.10.6 Post-Settlement Errors discovered by the BSP Airline

Correction of errors discovered by a BSP Airline are made by sending an ADM or an ACM to the Agent. In some cases when unreported documents are detected by the BSP Airline, it may require IATA to issue a notice of Irregularity, based on the Resolution 832. The Airline will notify the Agent in writing of such discrepancy with a copy to IATA who will then take appropriate action.

14.11 SANCTIONS, ADMINISTRATIVE AND CLEARING BANK CHARGES

All references to Sections, Paragraphs and Subparagraphs below are references to Resolution 832 of the Travel Agent’s Handbook, unless stated otherwise.

14.11.1 Administrative Charges Charges can be imposed on the following circumstances:

Overdue / Late Remittance

Dishonored Remittance

Bank charges In case of agent late payment, an admin charge of USD 128 will be collected. In addition, a bank charge will be levied from the short payment amount, counting from the day after Remittance date as shown on BSP calendar (Total Bank charge = bank interest plus 2%/365 days x number of days late remittance x outstanding amount).

14.11.2 Sanctions (Irregularity / Default) ACCUMULATED NOTICE OF IRREGULARITIES (NOI) / CHARGES Accumulated NOI of four (4) instances may ultimately lead to an Agent being placed in Default. NOTE: Two (2) NOI is deemed as four (4) instances. Non-payment of BSP sales by the Remittance Date as per BSP Calendar will lead to an Agent being placed in Default.

14.12 CREDIT CARD SALES

14.12.1 Credit Card Sales Agent may accept credit cards and/or charge cards in payment for ticket sales on behalf of the ticketing Airline, provided that Airline accepts the card for payment. Agent accepts that he must comply with the terms and conditions of that Airline’s card agreement. If an Airline does not accept credit card in the ticket and the Agent issued the ticket using Credit Card as payment and entered it into the ticket, the Airline will charge the cost of an issued ticket to the Agent via an ADM. 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? VI – Visa CA – Master Card (including Eurocard) DC – Diners Club AX – American Express Card TP – Airlines own UATP cards (ATCAN)

Is the card offered a valid card?

Has it been altered in any way?

Has it been blacklisted by the issuing Card Company

Does the signature on the charge form match with that on the card? (a local CC acceptance procedure may involve controlling the Card holder’s identity as customary)

Is the Card within the validity date?

Negotiate an approval code from the Credit Card company

14.12.2 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 GDS, the Agents must follow the applicable format with the GDS.

14.12.3 Face to face transactions

If safety precautions were not taken and result in the Credit Card being rejected due to fraudulent use, the Airline will hold Agents responsible.

14.12.4 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.)

14.12.5 Passengers Signature All Tickets issued against Credit Card require approval by the Cardholder, with its signature on the Credit Card charge form (CCCF).

14.12.6 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.


14.13 REPORTING CALENDARS

14.13.1 General The reporting calendar shows all the important dates of the BSP remittance process. BSP reporting calendar is available at IATA website: www.iata.org/vietnam (in Resource Center/ Country: Vietnam/Topic: BSP –Travel Agent). Agents are obliged to check the dates in the calendar to know when to receive the billing reports and when to make remittance. Following columns are shown in the calendar: Issuance Date: Shows the date for the Reporting Period. Any documents issued between these dates are to be reported in the respective period. Reporting Period: How each period is identified. Agent & Airline Report Distribution Date: This date is the latest date when the BSP Billing reports are available in BSPlink. Remittance Date: Date where money must be received in good value by to IATA.

14.14 FORMS & MANUALS

14.14.1 BSP Agent Form BSP Agent Form must be submitted by agent to IATA before joining BSP Vietnam, it contains agent’s important information such as Bank account details/Tax invoice information & Contact persion…. The form template is available at IATA website: www.iata.org/vietnam (in Resource Center/ Country: Vietnam/Topic: BSP –Travel Agent).

14.14.2 BSP MANUAL Updated version of BSP manual for agent, including this document (chapter 14), is available at IATA website: www.iata.org/vietnam (in Resource Center/ Country: Vietnam/Topic: BSP –Travel Agent).

http://www.iata.org/vietnam

