Booking and Ticketing Policies
I. General Booking and Ticketing Procedures
II. Non-Accredited Agencies
III. Booking Fees/Charges
Set forth below are the policies (the “Policies”) established by Aerovias de Mexico, S.A. de C.V. (“Aeromexico”) relating to all booking and ticket-purchasing activities engaged in by travel agencies, travel service providers and all other entities involved in the sale of Aeromexico travel services (individually, an “Agency” and, collectively, “Agencies”). The Policies are designed to permit Aeromexico to continue to reduce its distribution costs and to ensure maximum availability of Aeromexico inventory to Agencies and other Aeromexico customers through the recovery of costs associated with abusive and non-productive practices and the rewarding of superior Agency productivity. The Policies are subject to change from time to time at the sole discretion of Aeromexico, and continued bookings and sale of Aeromexico travel services by an Agency constitutes acceptance of and an undertaking by such Agency to comply with the Policies.
I. General Booking and Ticketing Issuance Procedures
The following presents the general booking and ticketing issuance procedures applicable to all Agencies. For ease of reference, the topics have been arranged in alphabetical order.
Cancellations: If a passenger cancels their reservation with an Agency, this should immediately cancel the reservation and free inventory within the Aeromexico system. Flight segments should be cancelled up to four hours before the flight or the passenger will be considered a NO SHOW and consequently leaving the Agency responsible. The Agencies should not utilize this segment/itinerary/inventory for another client, even if the new client desires the same itinerary.
Claiming Reservations: Agencies shall use the Claim a PNR function provided by their Global Distribution System/Computer Reservation System (“GDS/CRS”) wherever possible to issue a ticket for a reservation booked on Aeromexico. Agencies are not permitted to claim PNRs between agencies and/or GDS/CRS systems. Claim a PNR should only be at passenger request and for the purpose of issuing a ticket.
Class of Service: Agencies shall not issue a ticket unless the requested class of service is available for sale and confirmed in Aeromexico’s internal reservation system. The class of service shall correspond to the appropriate fare related to that class of service. e.g. Sell a Class B segment and force the GDS/CRS to register a cheaper rate.
Customer Name/ID: Each customer’s full first and last names are required in all bookings. e.g., HERNANDEZ/JUANMR, HDZ/JUANMR and other variants are not permitted. Agencies are also required to have complete passenger contact information for Aeromexico’s reference.
Duplicate Bookings: Agencies shall not create a Duplicate Booking for any reason nor duplicate any reservation booked by another agency or existing in another GDS/CRS or in Aeromexico’s internal reservation system.
Fare Rules: Agencies shall adhere to all Fare Rules. Aeromexico prohibits and Agencies shall be liable for any booking or ticketing practice that circumvents or attempts to circumvent applicable Fare Rules, including not taking into account the status of immediate purchase, implementation on other flights which do not correspond to the fare to avoid change fees, ignoring minimum or maximum stay requirements, etc.
Fictitious Ticket Numbers, Invalid Tickets and/or without proper issuance OW/RT: Agencies shall issue and report a valid ticket number for the customer and itinerary in the PNR. Aeromexico prohibits Agencies from providing a ticket number that does not match the customer and/or itinerary to circumvent ticketing requirements or to satisfy a Ticket Time Limit. Any PNR detected with an invalid ticket number will be immediately cancelled by Aeromexico and the Agency will be solely responsible for any claim asserted by the passenger as a result of this cancellation.
Fictitious Names and Other Speculative Bookings: Agencies shall not make any speculative bookings using fraudulent or fictitious names. Examples of such bookings include the use of a valid surname followed by initials (i.e., LOPEZ/A, DOUGLAS/A/Z) and fictitious or celebrity names (i.e., TEST/TEST, TEST/PNR, DONALD/PATO, KENNEDY/JOHN). Agencies shall not block seats or hold any speculative reservation in anticipation of expected demand.
Inactive Segments: An Inactive Segment shall be removed from the GDS/CRS PNR prior to the day before departure. Agencies are responsible for promptly working queues. Agencies shall cancel unnecessary segments with status codes such as DL, DS, HX, IX, MM, NO, RM, UC, UN, US, UU, WK and WL. Removing those segments and status codes will help reading, pricing and ticketing the PNR.
Interline Ticketing: Agencies shall not validate any ticket on Aeromexico if the ticket contains a flight segment on any other airline, unless that other airline is an Aeromexico Interline Partner (for interline agreements check, Agencies should check their GDS/CRS information pages/system tables). In addition, any tickets that are validated on Aeromexico shall contain at least one Aeromexico flight segment.
Multiple GDS: Agencies with multiple GDSs/CRSs shall book and issue tickets using the same GDS/CRS. This method will improve Agency productivity and prevent unproductive bookings in Aeromexico’s inventory.
Name Changes: Agencies are prohibited from making any changes to a passenger name within a PNR. It is recommended that the passenger’s last name be confirmed before entering into the reservation to avoid falsities as a result of a passenger’s name change.
Passive Bookings: An Agency with an ARC/BSP/IATA number (an “Accredited Agency”) may only create passive bookings in its GDS/CRS system for the purpose of ticketing an already-existing reservation in Aeromexico’s internal reservation system. Invalid passive segments will be rejected. Any Agency without an ARC/BSP/IATA number (a “Non-Accredited Agency”) is prohibited from creating any passive bookings.
Prohibited Practices: Aeromexico strictly prohibits and will hold Agencies responsible for any losses resulting from any action by Agencies in violation of these Policies, including, but not limited to: a) Churning: Concept used in the processes of entry integrity and purging of inventory for airlines where the action of reserve-cancel-reserve-cancel in flight segments where no passenger is boarded an action that subsequently causes the skewing of available inventory for Aeromexico. Three sales and cancellations of the same flight segment within a PNR in the GDS/CRS will be permitted; in the case of a flight segment over the allowed action limit (reserve-cancel-reserve-cancelled) said segment that be considered accountable for corresponding charges. b) Duplicated reservations. c) Reservations with illogical or impossible itineraries. d) No-Shows resulting from flight segments where a passenger was not issued a ticket within four hours of the flight time/date e) fictitious reservations f) Invalid ticket number which are fictitious and not issued proper OW/RT g) Time Limit h) Holding of spaces.
Protection Bookings: Agencies shall not create any booking on Aeromexico flights for the purpose of protecting or re-protecting any customer in connection with irregular flight operations. This includes misconnections, oversold flights, flight cancellations, delays or any other flight interruption on Aeromexico or any other carrier. Any such booking for the purpose of protecting or re-protecting a customer shall be made only by the originating carrier.
Schedule Changes: Agencies shall process all schedule changes carried out by Aeromexico and/or code share flights. Agencies have within their GDS/CRS systems specific queues where any schedule changes are allocated. Agencies are responsible for processing and updating their own PNRs and also advising their passengers of any update and/or change to their itinerary.
If a change in schedule occurs once the passenger’s trip has commenced we ask that you contact the affected passenger-to-be and to notify them of the change. For this reason it’s important to enter contact information correctly for the reservation to backup the Agency and Aeroméxico.
Taxes: Agencies shall collect, report and accurately code all taxes, fees and charges/surcharges imposed by the country where the booking is made and/or any country that the passenger’s itinerary may involve.
Exception: Tax on “Law Nonimmigrant – UK.” This tax applies only to foreigners entering the country, in the case of a Mexican citizen who identifies themselves with a passport or official ID, this tax should not apply and must be removed manually in order to issue their ticket.
Tickets with cancellation/annulment (Void) different from date of issue: The cancellation of a ticket (Void) without any charge to the Agency will only be permitted if and when the associated reservation to the ticket has also been cancelled the same day of the transaction (cancellation of the ticket) or when a new ticket is issued within 24hrs. Reservations with active segments on a voided ticket that have not yet been replaced by a new ticket within the 24hrs, will be cancelled and will subject to subsequent charges.
Training and Testing: Agencies can create test or training PNRs only in the “training mode” of its GDS/CRS system, but not with live inventory in Aeromexico’s internal reservation system. Any expense incurred by Aeromexico as a result of test bookings performed with live inventory shall be charged directly to the Agency as set forth in the section entitled “Booking Fees/Charges” set forth below in these Policies.
Time Limit: Agencies should respect the time limit set by Aeromexico through its automated processes and/or rate regulation. Once Aeromexico has established a time limit, agencies will not be permitted modify reservations to establish a new time limit.
II. Non-Accredited Agencies
Classification of Non-Accredited Agencies: Aeromexico will consider an Agency to be a Non-Accredited Agency if an ARC/BSP/IATA number is not included in the point of sale data received by Aeromexico from the GDS/CRS or by other electronic means. All Agencies are encouraged to check their points-of-sale to ensure that current and accurate information is sent to Aeromexico (contact the appropriate GDS/CRS for verification).
Adherence to Policy: Although many Non-Accredited Agencies are affiliated with an Accredited Agency that issues tickets on behalf of the Non-Accredited Agency, each Agency, whether accredited or not, is considered separate and is required to comply with all applicable Aeromexico policies, including, but not limited to, these Policies.
Valid Registration Number: Each Non-Accredited Agency shall obtain a registration number to allow Aeromexico to determine the source of each booking and such registration number shall be included in the point-of-sale information transmitted to Aeromexico with any booking. Aeromexico currently accepts the following sources of registration numbers: a Reservation Service Provider number (RSP) issued by ARC/BSP or a Travel Industry Designator (TIDS) issued by IATA. Any Non-Accredited Agency shall obtain a valid RSP or TIDS to carry out booking activities on Aeromexico.
Notice to Aeromexico: Upon receipt of a valid registration number, the Non-Accredited Agency shall send it to Aeromexico. The following information shall be included in the notice: Non-Accredited Agency name and address, GDS/CRS provider, registration number, pseudo city code, phone and fax numbers, and affiliated ticketing Agency’s(ies’) name, ARC/BSP/IATA number and pseudo city code. Aeromexico contact details will be communicated shortly from Aeromexico’s local or regional office, or headquarters.
Point-of-Sale Information: Each Non-Accredited Agency shall advise its GDS/CRS to update its point-of-sale information with the registration number. If the GDS/CRS does not update the point-of-sale information, the registration number will not be transmitted correctly to Aeromexico and the Non-Accredited Agency will be in violation of these Policies.
Enforcement: Any Non-Accredited Agency that fails to comply with these Policies will be restricted from accessing, viewing and booking inventory in the Aeromexico internal reservation system and unticketed PNRs will be subject to cancellation. Furthermore, in addition to any other legal or equitable remedies available, Aeromexico may charge any Non-Accredited Agency, and such Non-Accredited Agency agrees to pay Aeromexico, the fees and/or other charges for abuses related to unproductive bookings and/or any violations of these Policies in accordance with the provisions contained in the section entitled “Booking Fees/Charges” set forth below in these Policies. Access to the Aeromexico internal reservation system may be reinstated only if the Non-Accredited Agency becomes compliant and pays any such fees and/or other charges. A Non-Accredited Agency that has been restricted for non-compliance should contact its Aeromexico Sales Executive.
Reinstatement: To be reinstated following any violation of these Policies, a Non-Accredited Agency must sign an agreement to comply fully with these Policies in the future. In addition, such Non-Accredited Agency shall pay Aeromexico a non-refundable reinstatement fee of US$100.00 with a cashier’s check or money order thereby validating the registration number. Further violations of these Policies will result in permanent expulsion from Aeromexico’s inventory.
Effective July 1, 2008, Aeromexico will commence applying the following Charges (plus any applicable added value or other similar tax) to any Agency that does not comply with or violates any of these Policies.
Eligible Bookings: Agencies that do not comply with or violate these Policies will be invoiced based upon net booked segments or PNR information, based on the billing data provided monthly to Aeromexico by the GDS/CRS, as well as on information obtained from Aeromexico’s internal reservation system. For example, if an Agency creates a 2-segment PNR for a single passenger to travel from MEX-CUN-MEX and/or MEX-JFK-MEX, this booking counts as two gross flight segments. Then, if the Agency cancels the final flight segment (CUN-MEX and/or JFK-MEX), the Agency would be charged only for creating one net booked segment.
Billing Periods: Billing periods begin on the first calendar day of the month and end on the last calendar day of the month. Relevant billing periods for purposes of booking fees/charges are the “transaction month” (i.e., the calendar month for which booking fees/charges are being assessed), the “reporting month” (i.e., the calendar month following the transaction month) and the “collection month” (i.e., the calendar month during which settlement of the booking fees/charges shall be due from the Agencies).
Process: Invoices for charges resulting from abuses and/or other violations of these Policies will be provided to the Agencies within 45 days subsequent to the conclusion of the transaction month, generally on or around the first day of the collection month. For example, the invoice for a July transaction month will be sent on around the first day of the September collection month.
Settlement: Agencies shall pay any invoice containing booking fees/charges within 30 days of the invoice date. Each Agency expressly agrees that Aeromexico (or any third party engaged by Aeromexico, including ARC/BSP, for such purpose) may draft against the Agency’s bank account (including the ARC/BSP account established pursuant to the ARC Agent Reporting Agreement, the CTD Reporting Agreement and/or the BSP Billing & Settlement Plan) for the purpose of collecting the booking fees/charges assessed pursuant to these Policies.
Enforcement: If payment is not received by Aeromexico within 30 days from the date of invoice or if any amount drafted from an Agency account as set forth under “Settlement” above is subsequently reversed, each Agency expressly agrees that Aeromexico may deduct the outstanding balance amount from payments of any type due from Aeromexico to the Agency (including commission payments). Aeromexico may also pursue other available remedies. Additionally, failure to pay will constitute an additional violation of these Policies. If any booking fees/charges resulting from abuses and/or other violations of these Policies remain outstanding, Aeromexico may (under both ARC/BSP rules and these Policies) immediately restrict its access to Aeromexico’s internal reservation system.
Credits and Exceptions: Credits may be issued only when it has been determined that a billing error has occurred. Credit memos will be issued to the Agency, which may be applied against all or a portion of their next invoice. No other exceptions are recognized.
Aeromexico reserves the right to modify the tables set forth below periodically; Agencies should monitor these Policies at its own GDS/CRS information pages to remain up to date.
|Invalid Class of Service vs. Fare Rules (per PNR)||$50.00 per PNR plus difference in fare|
|Duplicate Bookings, including Impossible and/or Illogical Bookings (per segment/passenger)||$3.50 per segment/passenger plus an administrative fee of $50.00|
|Training, Fictitious and/or Speculative Bookings (per segment/passenger)||$3.50 per segment/passenger plus an administrative fee of $50.00|
|Inactive Segments which have not been cancelled (per segment/passenger)||$50.00 per PNR|
|Segments not cancelled at the time of voiding when an immediate ticket-voiding after issuance occurs (per PNR)||$50.00 per PNR|
|Practices violating terms in accordance with fare regulation||$50.00 per PNR|
|Churning (per segment/passenger)||$3.50 per segment/passenger plus an administrative fee of $50.00|
|PNRs which have not been issued a ticket that result in a No-show (per segment/passenger)||$3.50 per segment/passenger plus an administrative fee of $50.00|
|Invalid/Fictitious Ticket Number and/or ticket issued without correct OW/RT (per passenger)||$3.50 per segment plus $50.00 per passenger|
|Block Space (per passenger)||$3.50 per segment plus $50.00 per passenger|
|Time Limit (per passenger)||$3.50 per segment plus $50.00 per passenger|
In addition to the charges set forth above, Aeromexico reserves the right to charge the Agency any additional costs actually incurred by Aeromexico as a result of a violation. Such additional charges may include, but are not limited to, (i) fare differentials between improper fares booked and the lowest available fare available at the time of booking for the itinerary booked, (ii) the cost of the fare corresponding to a violation that blocks available inventory from being sold to another passenger, (iii) any additional cost for Aeromexico based on bookings fees Aeromexico is charged by a GDS/CRS attributable to any violation and (iv) the cost of an improperly booked and unused segment.