ADM Policies

ADM policies

ADM policy

ADM policy

WestJet’s practice

This Booking and Ticketing Compliance Policy (the “Policy “) sets forth the rules and guidelines for all Travel Service Providers (hereafter referred to as “Agent” or “Agency”) of air transportation operated and/or marketed by the WestJet Group.

Agency obligations are described in IATA Resolution 824, which states that an Agent should issue tickets in compliance with Carrier’s fares, fare rules, general conditions of carriage and written instructions of the carrier. Without limitation, accuracy and completeness of booking and ticketing is the responsibility of the Agency. Airlines have the right to audit and issue Agency Debit Memos (ADM) for all transactions. The WestJet policy for audit and memo issuance will be handled per IATA Resolution 850m.

WestJet’s audit scope includes but is not limited to:

 

  • Ticket issuances, refunds, reissues, and exchange transactions with automated and/or manual fare quotes, inclusive of all fare elements for published and negotiated program fares and conditions.
  • Surcharges, fees, and taxes related to ticket issuance, reissuance, exchange, and refund transactions.
  • Commission-related claims for ticket issuance, refunds, reissues, and exchange transactions.,
  • Adherence to form of payment acceptance and billing procedures.
  • Collection of all applicable administrative charges, fees, surcharges, and additional collections such as ancillary fees when applicable.
  • Booking and ticketing abuse including but not limited to churning, inactive and passive segments, duplicate, fraudulent, and fictitious bookings, invalid name changes, missing secure flight passenger data and inventory circumvention.

Further definitions and details are outlined in the audit scope appendix.

WestJet issues and manages ADMs according to IATA Best Practices, along with the specific guidelines below:

WestJet reserves the right to raise an ADM without limitation of minimum value.

WestJet will provide a detailed explanation in the ADM to ensure clarity regarding the reason for issuance.

WestJet will raise and release ADMs no later than 9 months after transaction occurrence.

WestJet reserves the right to apply Administrative Fees for specific transactions and scenarios as outlined in our Agency Debit Memo – Fee Schedule.

Agents are responsible for reviewing and actioning all memos issued to the BSP and ARC systems upon receipt. In the case of an Agency Credit Memo (ACM), Agents are responsible for accepting and actioning a refund where applicable.

Disputes

WestJet complies with IATA Industry Best Practices by accepting valid, timely disputes for ADMs. Disputes must comply with the requirements below with all correspondence submitted in the applicable system.

portal.iata.org

Disputes If there is disagreement or clarification required for an ADM, the Agent is responsible for initiating the dispute process in BSPLink. WestJet will respond via BSPLink, providing an explanation supporting the memo or adjusting as required.

ADM disputes
-Must be initiated during the pre-billing period (15 days from issue)
-Require valid reasoning and supporting documentation
-That are successful will be accepted, and the Agency will not be billed
-That are rejected, are valid and the Agent will be billed for the ADM
Post billing disputes (PBD) If the Agency disagrees with an ADM for which they have been billed and can provide new information, the Agent is responsible for initiating the Post Billing Dispute process via BSPLink. WestJet will respond via BSPLink, providing an explanation supporting the memo or adjusting as required.

Post billing disputes
-Require valid reasoning and supporting documentation
-That are successful will be accepted by WestJet, and the funds will be returned to the Agency via IATA/BSP
-That are rejected are valid and no funds will be returned to the Agent.

myarc.arccorp.com

Disputes If there is disagreement or clarification required for an ADM, the Agent is responsible for initiating the dispute process in ARC. WestJet will respond via ARC, providing an explanation supporting the memo or adjusting as required.

ADM disputes
-Should be initiated within the first 15 days from issue
-Require valid reasoning and supporting documentation
-That are successful will be accepted, and the Agency is not required to make payment
-That are rejected, are valid and the Agent is responsible for payment of the ADM.

As a service to its customers and at an airline’s specific request, IATA may make available, via BSPLink, communications from that airline to its appointed Agents. Such communications in no way represent or reflect the opinions or policies of IATA. The information contained in these communications is provided by and remains the responsibility of the specific airline named in the communication and is intended only for the access, use and benefit of certain designated BSPLink users. IATA accepts no liability for any misrepresentation contained in such material; for the accuracy of the content; for any use of, or reliance on, the information contained in such material; and/or for the access of such materials by BSPLink users to whom such material is not directed. Any problems or complaints concerning such material must be referred directly to the named airline on whose behalf such material has been made available.

Audit scope appendix

ADM values related to violations will be applied as follows:

  • Any fare difference based on the next available fare level that qualifies for the attributes booked at time of ticketing, including applicable taxes.
  • Any fees, surcharges, or taxes that were under-collected or not requested as applicable.
  • Any amounts representing the spoilage of inventory.
Item1 Description
Ancillaries Any PNR with unpaid ancillaries present.
Booking and inventory abuse

Failure to adhere to booking and ticketing policies including but not limited to:

Churn: Repeatedly booking, cancelling, and rebooking segments without intent to ticket. (Charged per incident upon the fifth churn).

Duplicate Segments: Booking the same itinerary multiple times for the same guest.

Fictitious Names: Using fake or placeholder names.

Passive Segments: Adding segments without completing ticket issuance with the airline.

Waitlist Segments: Bookings made on sold out flights.

Invalid class: Addition of a flight in a class of service not offered by the airline.
Carrier identification plate Validation of an OA segment on 838 Ticket Stock:

  • Where no ticketing and/or baggage agreement exists
  • Without at least one WS operated or marketed segment
  • Where fare rules require ticketing on OA stock.
Commission errors Any miscalculation of commission claimed on issuances/exchanges or failure to return commission on refunds.
Credit card chargebacks Circumstances where a guest or issuing party claims they did not authorize the credit card purchase.
Dual CRS Use of more than one CRS/GDS to complete a booking; creation of passive segments in a different GDS; or movement of segments between multiple CRS/GDS.
Duplicate ticketing Any issuance of a duplicate ticket for the same guest.
Form of payment errors
  • Ticket issuance using a credit card not permitted.
  • Refund to non-original form of payment.
Group booking Creation of multiple PNRs to circumvent WestJet Group Desk booking procedures.
Inventory circumvention Actions such as changing the point of commencement, breaking segment marriages, or booking flights to skip segments (Hidden City) to reduce costs.
Itinerary changes and inactive segments
  • Non-action of schedule changes within 14 days (or 72 hours prior to departure).
  • Failure to adhere to Schedule Change policies regarding waiver codes during exchanges/refunds.
Irregular operations (IROP) Failure to adhere to WestJet’s IROP policy, including incorrect ticket action and missing waiver codes.
Names and name changes
  • Creation of booking without accurate full names and Secure Flight Passenger Data (SFPD).
  • Manipulation of SFPD after ticketing.
  • Non-compliance with name correction policies.
Split ticketing Breaking a single logical booking into separate tickets to avoid taxes or fees.
Taxes Discrepancies including:

  • Under collection during issuance/exchange.
  • Refund of non-refundable taxes.
  • Incorrect coding or failure to requote.
Ticket validity Reissuance or refund of a ticket beyond its validity period.
Ticketing and fare discrepancies Shortages in fare collection, differences in penalties, or general undercharges.
Ticketing errors
  • Missing/incorrect endorsements, designators, or waiver codes.
  • Issuance of paper tickets.
Un-ticketed segments Ticket counts not matching inventory (including lap infants) or not releasing inventory after void/cancellation.

1ADM values will be calculated per the related violation and an administrative fee will be applied, per the ADM fee schedule.
2Definitions and details of scenarios provided in the Audit Scope Appendix in the ADM policy.
3All fees will be converted to local international currency using the exchange rate at time of issuance.