bmi incorporate the following policies when performing the audit of BSP submissions and when processing any disputes that arise as a result of the audit;
ADM Process
ADM's (agency debit memos) are raised for errors on bmi tickets and can include any of the below:
• CIP violation
• class error
• commission calculation
• fare calculation error
• min/max stay violation
• season error
• stopover violation
• tax calculation
1. bmi's system will automatically check BSP submissions and flag tickets that have been incorrectly issued - paper tickets on e-ticket routes, incorrect taxes paid etc.
2. Any such tickets will be summarised and the appropriate fees applied.
3. bmi's system will raise an ADM, via BSPlink (where applicable), per agent per period with a maximum of 20 incorrect tickets on each.
4. If no disputes are raised or disputes are rejected your agency pays via next BSP remittance.
ADM Dispute procedures
Agents are advised to refer any disputes, with sufficient dispute information, onto the contact address displayed at the top left hand corner of the ADM.Any unsupported disputes will be disregarded.
• An acknowledgement of dispute receipt will be sent out to Agents and a decision will be made within 30 days of receipt of Dispute.
• Any ADM that is disputed after the expiry of the dispute period needs to be registered within 9 months from the ADM issue date. No dispute will be processed after this date i.e. no dispute that is raised later than 10 months after ADM issue date will be considered.
• Agents are urged to utilise the BSPlink dispute facility (where applicable) when querying ADMs, as this will halt billing of the ADM whilst dispute is investigated.
• If dispute is accepted, approval will be via BSPlink ‘APPROVE DISPUTE’ option or by ACM issue (depending on Dispute method).
• If dispute is part approved (i.e. LESS AUDIT OR ERROR CHARGES), the ‘REJECT DISPUTE’ option will be selected and an ACM for ADM value less charges will be issued.
Rejections will be via the link or response by email or fax. “
Re-issued tickets
Tickets that have been re-issued are audited as all other tickets – any undercollections and/or violations of the terms and conditions that are applicable for the fare type used will be collected by ADM.
A change fee is charged because a ticket has to be re-issued, therefore the re-issued ticket must be issued at the time any changes occur. The date the new ticket is issued will be taken as the time of change. Any delays on ticket issue may result in an ADM, for example in the case of a ‘no changes after departure’ fare rule.
The following exemptions apply;
• INVOLUNTARY RE-ROUTING
‘invol reroute’ plus details of original flight must be annotated in the endorsement box.
• SCHEDULE CHANGES
‘schedule change’ plus details of original flight must be annotated in the endorsement box (this includes reaccomodation of cancelled flights/routes)
• ADDITIONAL PAYMENT COLLECTED ON MCO/MPD
Details of the MCO/MPD must be shown in the ‘form of payment’ field.
If a ticket has been exchanged due to one of the above, the relevant information must be included. If it is not, the ticket will be audited as normal and an ADM issued.
Any requests to cancel an ADM issued due to insufficient information will be subject to a ‘cancellation charge’ of £25 (or equivalent) OR a 20% percentage audit charge whichever is higher – not exceeding the value of the ADM.
Booking dates
From 1st August 2005, bmi communicated that original booking dates are to be shown in the endorsement box on all tickets. Tickets not displaying the booking date will be audited by ticket issue date. The cancellation of any ADMs arising due to the lack of booking date information will be subject to a ‘cancellation charge’ of £25 (or equivalent) OR a 20% percentage audit charge whichever is higher – not exceeding the value of the ADM.
GDS Errors
ADMs arising from incorrect loadings in the CRS will not be cancelled unless bmi is at fault. Agents are to refer to their CRS supplier regarding incorrect quotes.
Authorisations of deviations from documented fares, rules and/or charges
Verbal authorisations will not be accepted as a valid reason for an ADM dispute.
Agents must to refer to any authorisation in the endorsement box and gain written confirmation of authorisation in order to support any dispute. The cancellation of any ADMs arising due to the lack of this information will be subject to a ‘cancellation charge’ of £25 (or equivalent) OR a 20% percentage audit charge whichever is higher – not exceeding the value of the ADM.
Taxes, duties and charges extra to fares
These are applicable at time of ticketing. Any quotes given at time of booking are as a guide only and agents are required to pay levels that are in force at time of ticket issue – unless communicated otherwise by BD. In the event that taxes are raised subsequent to ticket issue but are applicable to travel date such taxes are subject to collection. Agents should in such circumstances when ever possible arrange to have the ticket reissued to avoid the inconvenience to passengers of additional collections at airports.
Information regarding the YQ surcharge can be found on www.flybmi.com/trade
All conjunction tickets / MPDs must be cross referred to in order to prevent unnecessary ADMs.
Refunds
Cancellation and re-issue of any incorrect tickets that would normally incur a penalty for change or cancellation fee must be completed within 24hrs to avoid ADM. Any after this time must be requested from bmi refunds department via BSPlink.
ADMS issued for incorrect tickets which are subsequently refunded (after the ADM issue date) will be cancelled less a ‘cancellation charge’ of £25 (or equivalent) OR a 20% percentage audit charge whichever is higher – not exceeding the value of the ADM.
Other charges
By way of revenue protection, fares issued on BD plate in violation of restrictions stipulated by other carriers, will be raised to the applicable published fare that is chargeable to bmi by that other carrier(s) by way of ADM issue. Any dispute must be raised with the ticketed carrier (3rd party) as bmi will not enter into correspondence where it’s ticket stock has been issued incorrectly for third party usage.
Tickets issued for totally offline sales are considered as CIP abuse unless permitted under a GSA agreement. Bmi will levy a minimum £25 (or equivalent) charge against such issues and for tickets on which a non-BD tourcode / farebasis has been used.
This charge is for incorrect ticketing only.
CIP abuse charges and charges to cover audit and administration costs (standard = £25, or equivalent, OR 20% of ADM value – whichever is higher) will not be refunded unless it is proven these charges have been applied incorrectly.
Full details of bmi’s agency debit process can be found on the trade website - www.flybmi.com/trade