Computer Reservation Systems (CRS) booking and ... - Air Canada
Computer Reservation Systems (CRS) booking and ... - Air Canada Computer Reservation Systems (CRS) booking and ... - Air Canada
13. Test or training PNRS must only be built in “ Training mode ” and must not affect our seat inventory. 14. Air Canada reserves the right to issue debit memos or invoices for situations where passengers no show on agency CRS PNRs that do not have valid ticket numbers on file. Debit memos or invoice penalties will be on a zone basis for following amounts: o Travel within North America $250 CA or equivalent local currency per instance o International Travel $ 350 CA or equivalent local currency per instance 15. Air Canada reserves the right to inhibit access to inventory and/or booking capability for any travel agency that has: o Overdue debit memos or invoices for booking infractions more than 30 days past due o Engaged in fraudulent booking and ticketing activities o 10 or more no-show passengers or a 25% no-show factor in any given month 16. You must adhere to all terms and conditions regarding the use of Aeroplan Upgrade Certificates when booking upgrade space on Air Canada flights. 17. Air Canada requires all e-ticket eligible itineraries be issued as e-ticket. Paper override for customer preference is no longer permitted. Air Canada reserves the right to issue debit memos or invoices with a penalty of $ 50 CA or equivalent local currency per instance. 18. All confirmed and/or waitlisted space in your computer reservation system (CRS) must be cancelled prior to refunding or voiding a ticket. Fees and Charges If Air Canada determines that a CRS subscriber has engaged in practices that conflict with the guidelines listed in this Computer Reservation System (CRS) booking & ticketing procedures, Air Canada will assess the following penalty from the travel agency: A charge of $ 20 CA or equivalent local currency per passenger per segment will apply for each of the above mentioned infractions, with the exception of the fees associated with no show passengers and paper tickets as noted in paragraph 14 and 17. Frequently Asked Questions 1. What does the CRS audit program consist of? Air Canada first introduced the CRS audit policy in 1997. The goal was to eliminate non- value added expenses resulting from travel agencies inappropriate booking practices and to inform travel agencies on Air Canada’s booking and ticketing procedures through different CRS systems. 2. What happens when a travel agency does not comply with the CRS audit policy? Air Canada provided travel agencies with extensive communication when we introduced our booking and ticketing procedures. Air Canada now monitors inappropriate booking practices and may issue debit memos/invoices upon initial identification of inappropriate booking practices. Subject to change without prior notice. Revised May 31 st , 2007. 2
3. Why does Air Canada feel it is necessary to issue CRS guidelines? The airline industry is continually reviewing distribution costs in order to reduce expenses that do not add value for our mutual customers. We believe that some agencies are unaware that certain practices incur unnecessary costs to the airline industry and many times these charges are not related to the ticketed passenger’s actual revenue. These guidelines help us educate agencies about Air Canada’s booking and ticketing procedures. 4. How will travel agencies know if they are affected? All agencies are expected to adhere to our booking and ticketing procedures. Should an agency not comply, they may receive a debit memo/invoice with a report detailing anomalies in segments/PNRs created during a specific period. 5. Can travel agencies book passive segments? No. Passive segments must not be used for any purposes other than for group PNRs with OAL segments. Please contact your CRS provider for further information on procedures to address your specific requirements such as; invoicing and back-office needs. Air Canada will allow passive bookings for group PNRs booked by Air Canada where there is OAL space in the PNR. These PNRs may not be claimed using group claim functionality. We require an OSI message with the ticket numbers and the reference to the AC group PNR number. 6. How can a travel agency provide training when they are unable to create PNRs using the AC designator? All CRSs provide travel agencies with a //test/training// mode for this purpose. 7. When are multiple bookings/cancellations considered inappropriate? Multiple bookings/cancellations are inappropriate when Air Canada identifies a pattern of excessive cancellation and rebooking of segments within the same or different PNRs to extend time limit. 8. How can a travel agency quote an accurate fare including taxes and surcharges if they can not book a PNR? A PNR does not need to be created in order to provide pricing or schedule information. An agency can build an itinerary for fare quote purposes as long as they do not end the file, i.e. ignore PNR instead of END transaction. 9. What is considered a duplicate booking? Any combination of bookings for the same passenger held simultaneously, which cannot all be flown due to timeline and/or illogical itinerary. This includes instances where there is more than 1 booking for the same passenger in the same or different PNR, with the same or different travel segments, in the same or different booking classes, in the same or different CRS system. 10. How can agencies avoid duplicate segments when customers request them? It is the agency’s responsibility to adhere to Air Canada’s booking and ticketing procedures. Duplicate segments incur non-value added segment fees and decrement inventory when in fact the client cannot physically travel all booked segments. 11. Is the travel agency allowed to make a name change? Subject to change without prior notice. Revised May 31 st , 2007. 3
3. Why does <strong>Air</strong> <strong>Canada</strong> feel it is necessary to issue <strong>CRS</strong> guidelines?<br />
The airline industry is continually reviewing distribution costs in<br />
order to reduce expenses that do not add value for our mutual customers.<br />
We believe that some agencies are unaware that certain practices incur<br />
unnecessary costs to the airline industry <strong>and</strong> many times these charges<br />
are not related to the ticketed passenger’s actual revenue. These<br />
guidelines help us educate agencies about <strong>Air</strong> <strong>Canada</strong>’s <strong>booking</strong> <strong>and</strong><br />
ticketing procedures.<br />
4. How will travel agencies know if they are affected?<br />
All agencies are expected to adhere to our <strong>booking</strong> <strong>and</strong> ticketing<br />
procedures. Should an agency not comply, they may receive a debit<br />
memo/invoice with a report detailing anomalies in segments/PNRs created<br />
during a specific period.<br />
5. Can travel agencies book passive segments?<br />
No. Passive segments must not be used for any purposes other than for<br />
group PNRs with OAL segments.<br />
Please contact your <strong>CRS</strong> provider for further information on procedures<br />
to address your specific requirements such as; invoicing <strong>and</strong> back-office<br />
needs.<br />
<strong>Air</strong> <strong>Canada</strong> will allow passive <strong>booking</strong>s for group PNRs booked by <strong>Air</strong><br />
<strong>Canada</strong> where there is OAL space in the PNR. These PNRs may not be<br />
claimed using group claim functionality. We require an OSI message with<br />
the ticket numbers <strong>and</strong> the reference to the AC group PNR number.<br />
6. How can a travel agency provide training when they are unable to<br />
create PNRs using the AC designator?<br />
All <strong>CRS</strong>s provide travel agencies with a //test/training// mode for this<br />
purpose.<br />
7. When are multiple <strong>booking</strong>s/cancellations considered inappropriate?<br />
Multiple <strong>booking</strong>s/cancellations are inappropriate when <strong>Air</strong> <strong>Canada</strong><br />
identifies a pattern of excessive cancellation <strong>and</strong> re<strong>booking</strong> of segments<br />
within the same or different PNRs to extend time limit.<br />
8. How can a travel agency quote an accurate fare including taxes <strong>and</strong><br />
surcharges if they can not<br />
book a PNR?<br />
A PNR does not need to be created in order to provide pricing or<br />
schedule information. An agency can build an itinerary for fare quote<br />
purposes as long as they do not end the file, i.e. ignore PNR instead of<br />
END transaction.<br />
9. What is considered a duplicate <strong>booking</strong>?<br />
Any combination of <strong>booking</strong>s for the same passenger held simultaneously,<br />
which cannot all be flown due to timeline <strong>and</strong>/or illogical itinerary.<br />
This includes instances where there is more than 1 <strong>booking</strong> for the same<br />
passenger in the same or different PNR, with the same or different<br />
travel segments, in the same or different <strong>booking</strong> classes, in the same<br />
or different <strong>CRS</strong> system.<br />
10. How can agencies avoid duplicate segments when customers request<br />
them?<br />
It is the agency’s responsibility to adhere to <strong>Air</strong> <strong>Canada</strong>’s <strong>booking</strong> <strong>and</strong><br />
ticketing procedures. Duplicate segments incur non-value added segment<br />
fees <strong>and</strong> decrement inventory when in fact the client cannot physically<br />
travel all booked segments.<br />
11. Is the travel agency allowed to make a name change?<br />
Subject to change without prior notice.<br />
Revised May 31 st , 2007.<br />
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