SURINAM AIRWAYS BOOKING POLICY AND RELATED FEES
This Surinam Airways (SLM) Sales agency policy provides booking and ticketing rules and definitions for individual sales. This policy will be part of the agency agreement.
This policy is to support agents in their booking process and should help agents to avoid errors.
The booking and ticketing policies are related to creation of bookings, sales, issuances of SLM fares and documents, exchanges and reissues of documents, refunds and other SLM related topics. For group bookings and ticketing, other policies and restrictions can apply.
SLM audit all transactions. Through this audit, a check is made to see if all transactions are made according to this policy. Non-compliance with the SLM policy can lead to penalties, Agent Debit Memos (ADM) or invoices. Repeated violations of this policy and/or failure to pay outstanding fees and/or ADMs can result in the loss of access to view, book, and ticket from the SLM inventory.
SLM Policy complies with the IATA resolutions, which also cover the obligations of travel agencies. SLM can update this policy without any prior notice. The latest version of this policy will be sent to you on a yearly basis.
Churning:
It is not permitted to repeatedly book and cancel segments across one or more PNR’s and/ or use multiple GDS’s for the same passenger, within the same class or different classes of service, with the goal to circumvent or extend ticketing time limits, hold or gain a better access to inventory or to meet GDS productivity targets.
If an agent repeatedly books and cancel segments across one or more PNR’s and/ or use multiple GDS’s for the same passenger, a fixed fee of USD50.00/EUR50.00 will be charged per booking.
Duplicate Bookings:
The travel agent cannot book the same customer on several flights on the same day, or on several consecutive days for the same journey knowing that travel is not possible on all booked segments. In case the travel agent uses more than one GDS, it is not allowed to book the same customer via multiple GDS’s for the same flight. In case of cancellation of duplicate bookings by PY, a fixed amount per passenger and per cancelled segment is charged:
- USD15.00/EUR15.00
Fraudulent, Fictitious, Speculative and Test Bookings :
In case of Fraudulent, fictitious, speculative and test bookings, a fixed amount per passenger and per cancelled segment is charged:
- USD15.00/EUR15.00
Group Bookings:
It is not permitted to request Group bookings when the booking is not directly related to a request of a customer. Nor is it permitted to create bookings to avoid the Group booking procedures. This includes creation of “hidden groups” by making multiple separate individual bookings intended as a group booking.
In case of hidden groups, a fixed amount per O&D per ticket is charged:
- USD50.00/EUR50.00
Inactive bookings:
In case of inactive segments remaining in the PNR within 24 hours before departure, a fixed amount per segment per passenger is charged:
- USD10.00/EUR10.00
Passive Segments:
In case of unpermitted passive bookings, a fixed amount per passenger and per segment is charged:
- USD10.00/EUR10.00
Waitlist segments:
It is not permitted to create “duplicate” waitlist segments for the same flight for the same customer in the same cabin within the same PNR or within different PNR’s.
It is not permitted to create and request a waitlist segment on a lower booking class for a customer who has already a confirmed flight in the same cabin.
In case of unpermitted waitlist bookings, a fixed amount per passenger and per segment is charged:
- USD7.50/EUR7.50
Contact details:
In accordance with the terms of resolution IATA830d and order to allow SLM to advise the passenger if irregular flights operations, the travel agent must imperatively indicate the passengers contact details (Mobile phone and email address) in the Passenger name Record. (PNR).
In this respect, the travel agent must ensure that the passenger's consent is obtained in compliance with all applicable data protection regulations. The travel agent must inform the passenger that failure to transmit said contact details to SLM, will lead to passenger not being able to be provided with information related to irregular flights operations. In the event the passenger exercises his right not to provide his contact details then it is incumbent on the travel agent to indicate that the passenger has declined to provide such contact details and to enter the refusal in the PNR in order to limit any liability provided for by laws and regulations for the carriers. Eg Passenger refused provide contact details.
In all cases where the passenger's contact details are not entered in the PNR and in the absence of any indication that the passenger has exercised his right not to provide his contact details, then a fixed amount per PNR is charged:
- USD20.00/EUR20.00
Note : The agent shall be solely liable for the consequences of its failure to comply with any Resolution governing reservations.
Ticket Time limit Circumvention
A Ticket Time Limit (TTL) is set in the PNR to ensure the issuance of the ticket is done in time. This TTL can differ for each fare. It is not permitted to enter a false or voided ticket number in the PNR or add a waiver remark to delay the ticketing date for ineligible bookings. Bookings cancelled by the airline due to the TTL being expired must be removed in the GDS by the travel agent immediately.
Day of departure – Un-ticketed bookings:
All un-ticketed bookings which are not cancelled at least 24h before departure are subject to a cost recovery fee per segment of:
- USD5.00/EUR5.00
Airlines have the right to audit and send ADM for all transactions. These ADMs are handled as per IATA resolution 850m.
PY will issue an ADM in following cases:
- The salesagent Collects, Reissues or Refund an incorrect air fare, Incorrect Taxes Fee’s and Charges.
- In case of difference between booking class and fare basis, ADM is raised based on the applicable fare for the sectors flown.
ADM reason: Incorrect booking class or fare basis - Applying of incorrect commission regulation by the salesagent.
ADM reason: Incorrect Commission - The salesagent does not comply with the applicable Penalty regulations in case of reissue or refund.
ADM reason: incorrect penalty - In the case of the use of a voided or refunded ticket by the passenger.
ADM reason: Use of Voided or Refunded ticket - Non disputable credit card Charge back received from the credit card company.
ADM reason: Charge Back - An ADM for misplating is given when fares of other airlines for which PY plate is not allowed, are used on PY ticket stock. This pricing rule can be found in the “sales restriction” in the fare note.
ADM is raised with a fixed amount of: USD 15 or EUR 15
ADM reason: Misplating - fare not permitted on PY ticket stock.
In case of ADM’s related to surcharges, commissions, taxes and fees, a minimum of USD 1 (or equivalent in local currency) applies. For other reasons, no ADM below USD 3 (Or equivalent in local currency) is sent.
In case of persistent practices of under collection (multiple occurrences of underpayments regardless the amount, by the same Agent), Surinam Airways reserves the right to recover these underpayments by sending an ADM. No ADM minimum amount applies in this case.
Normally one ADM will be issued for one ticket.
If there are more than one ticket with the same reason for issue, these tickets will be grouped to put on one ADM.
To cover audit process cost, a fixed amount of USD10/EUR 10 is added to each ADM equal or greater than USD3 (or equivalent in local currency)
The salesagent will have a maximum of 15 days to review ADM’s before these are processed by the BSP billing system.
