Industry Agents' Handbook

Terms of Use

The Industry Agents' Handbook (also called Handbook or simply IAH) is published and maintained by ARC on its corporate website - www.arccorp.com. The Handbook includes general information and operational requirements from ARC, as well as rules and instructions supplied by Carriers (all referred to here as Content). The Handbook provides you with information about ARC and the Carriers that will assist you in operating your business and help you comply with industry instructions and rules. We recommend that you and your staff become familiar with all Content in the Handbook.

If you have questions about the Handbook or its Contents, please contact ARC's Customer Care Center at +1 855.816.8003. Verified Travel Consultants (VTCs), which do not issue or report tickets, have a separate Handbook.

ARC has several different classifications for ARC-Accredited Entities, including:

For ease of use, unless we note otherwise, the terms "ARC-Accredited Entity" "ARC Accredited Agent" and/or "Agent" may each be used as an "umbrella" term throughout the Handbook to refer not only to TRAs, but also to CTDs, SEAs, and SECTDs.

Also, unless noted otherwise in the IAH, the terms "Agent Reporting Agreement" "ARA" and/or "Agreement", are used as umbrella terms for the

These agreements are collectively referred to as "ARC Reporting Agreements" or "Reporting Agreements."

Please note, that unless otherwise stated in the IAH, the Content published in the numbered sections of the IAH applies to all ARC-Accredited Entities noted above.

The sections of the IAH designated with a letter (sections A-O) are associated with specified Reporting Agreements. Therefore, you should refer to those sections that are applicable to your specific Reporting Agreement.

Certain sections of the ARA/CTDRA and associated sections of the Handbook are not appropriate for review by the JAB-ARA for competition law reasons, e.g., standards to accreditation. To the extent that such restrictions do not apply, the ARA/CTDRA and associated Handbook sections are subject to review by the JAB-ARA and ARC's Board of Directors.

The lettered sections for the SEARA and SECTDRA will not be published in the IAH but will be sent to those entities separately.

The latest version of the IAH on ARC's website is incorporated by reference and made part of the Reporting Agreement that applies to your ARC Accredited Entity.

The Handbook's Content will be updated when applicable. ARC will notify you of updates electronically, including via your Operational Email Address on record with ARC or by posting on My ARC, ARC's website or at the IAH website, etc. It is your responsibility to review the Handbook Content and updates. Failure to review Content or updates, implement updated procedures and/or supply an Operational Email Address will not relieve an ARC Accredited Entity of its responsibility to comply with the Content or updates.

Links to third party websites are controlled by parties other than ARC. ARC does not operate or control any of the information, products or services on such websites and makes no warranties or representations about such sites. The links are provided for your convenience only and ARC is not responsible for any information on the linked third-party site or the linked site itself. Your access to and use of any linked third party site is solely at your own risk.

These Terms of Use may be amended by ARC at anytime. The amended terms will be posted in on ARC's website and/or at the IAH website and will be effective on the date of posting.

The Handbook and IAH Content are the property of ARC and may not be copied, reproduced or used in any way for commercial purposes without prior written consent of an authorized ARC representative.

July 1, 2013

Data Usage Statement

"ARC currently has the right to utilize the data it receives and processes via the Carrier Services Agreement (CSA), which is the contract all participating carriers have with ARC. This right has been a part of the CSA for many years and is the basis on which ARC may include certain information in its data products.

In the interest of transparency, a similar provision has been made a part of the revised Agent Reporting Agreement (ARA) to ensure parallel understanding of ARC's rights in both the Carrier and Agent agreements.

The requirement of "lawful purpose" in that provision provides substantial protection to the agent that ARC will not (other than in response to a subpoena or an official law enforcement request) produce any transactional data which would reveal personally identifiable information (e.g., passenger name, credit card number) to any party which is not connected to the actual ticket. Further, ARC will not make available any information that could implicate antitrust or competition concerns, e.g., Agency A would not receive Agency B's data. Because ARC products are based on ticket-face information rather than PNR data, customer-specific data will not be included in ARC data products.

ARC's Board of Directors is committed to promoting competition in the provision of airline data intelligence products, which have, for many years, been available only from the global distribution systems (GDSs). ARC's data release policy protects sensitive data that ARC processes, settles or is otherwise in receipt of, and also allows ARC to continue to provide data products that are competitive with the data products already available through GDSs and others. The data release policy provides internal guidelines which have been reviewed and endorsed by privacy, SEC and antitrust counsel. The essence of the policy is that ARC will only release transactional (i.e., ticket-face) data to entities that are connected to, and necessary to the fulfillment of, the contract of carriage - specifically, Agent, Carrier and Credit Card company (if not a cash sale), or to other parties when competition and privacy concerns are adequately met. Any release to a third party, e.g., a convention or visitors bureau, will be in aggregated form only - that is, combined with other data elements so no sensitive, ticket-face data can be identified.

These specific measures are intended to assure the agency community that data interests will be protected and that no data will be released in any unlawful manner.

Section 1: Carrier Participants in Agent's Standard Ticket & Area Settlement Plan

All ARC participating carriers have specified their method of agent appointment as General Concurrence or Specific Appointment.

General Concurrence: The carrier appoints all agents that appear on the ARC Agency List, unless the carrier notifies both ARC and the agent of a decision not to appoint the agent or agency location.

Specific Appointment: The carrier appoints specific agents appearing on the ARC Agency List, and will do so by delivering to each appointed agent a written Certificate of Appointment. Under these terms, ticketing using a carrier's validation code is not permissible unless done under the specific appointment of the validating carrier. Agents seeking a Certificate of Appointment from a carrier should seek such Certificate directly from the carrier.

Please click here to see the list of participating carriers.

Section 2: ARC Financial Instruments

General Information

An Agent's1 Financial Instrument(bond, letter of credit, cash security deposit) is used after termination of the Agent's ARA in order to cover, among other things, amounts owed by Agent to Carriers and ARC for Transactions issued on ARC Traffic Documents supplied in trust to the Agent. This includes, but is not limited to, all amounts owed for Transactions that have been used but not reported or paid for; amounts owed for dishonored drafts; and amounts owed as a result of the loss, misapplication, theft, forgery, or unlawful use of ARC Traffic Documents, unless the Agent has been relieved of liability for such under the ARA. Please review Sections 30 and D of the applicable Reporting Agreement for Financial Instrument requirements and procedures.

You must maintain a Financial Instrument in the form and amount required by ARC for the joint and several benefit of Carriers and AarcRC. At no time will the Financial Instrument be less than $10,000 or more than $70,000, unless you have Associate Branches or become subject to the additional operating requirements under Section 34 of the Agent Reporting Agreement, the parties otherwise agree, or the Travel Agent Arbiter so directs. Entities with one or more Associate Branches have a minimum instrument requirement of $70,000 with a maximum of $150,000. See Section N of the IAH for detailed instrument instructions for this classification type. Please note, Associate Branch requirements are only applicable to Ticket Reporting Agents (TRAs).

1[NOTE: Sovereign Entity Agents (SEAs) and Sovereign Entity CTDs (SECTDs) should review their respective Sovereign Entity Reporting Agreements for applicable information about Financial Instruments forms and procedures. Please contact ARC's Accreditation Services Department at +1 855.816.8003 if you have any questions about Sovereign Entity procedures or applications. ]

Types of Financial Instruments: ARC Bond, Irrevocable Letter of Credit and Cash Security Deposit

The ARC Bond is a performance or financial guaranty type of bond. The Irrevocable Letter of Credit (LOC) is a guarantee of payment issued by a federally insured lending institution. The Cash Security Deposit (CSD) is a cash deposit made directly to ARC as a voluntary alternative to a bond or a letter of credit. You can download forms from the Accreditation Forms Catalog. You are not permitted to change the content of these forms.

New Agency and CTD

Any Entity desiring ARC accreditation must submit a Bond, LOC, or CSD in the minimum amount of $20,000 before the agency may be included on the ARC Agency List. The amount of the Bond, LOC, or CSD may not be reduced below $20,000 until the Agent has been included on the List for two years, at which time, the amount may be decreased to a minimum of $10,000, subject to the formula described in section 30 of the ARA and section D of the IAH.

Branches

Unless applying for an Associate Branch, an Agent on the ARC Agency List who files an application for an additional Branch is not required to submit an additional ARC Financial Instrument because the branch is covered by the Financial Instrument held by the home office. In order to receive ARC approval for an additional Branch however, the Agent must have the coverage as required under Sections 30 and D of the Agent Reporting Agreement. The combined cash sales from all pf the Agents' Locations determines the amount required for the financial instrument.

Submission of Forms

ARC must have signed ORIGINALS of the Bond, the LOC, the LOC Certification letter, or the CSD application and agreement. Bond riders and LOC amendments must also be submitted IN THE ORIGINAL FORM. All bonds and bond riders must be accompanied by a valid power of attorney and all letters of credit by a certification letter.

Change of Ownership involving Non-Accredited Entity

Non-accredited entities seeking approval for the acquisition of an ARC Accredited Agency * (Type 5) must provide a NEW Financial Instrument reflecting the legal name of the proposed new Entity. The Financial Instrument should be submitted at the time the application is submitted or as soon possible after submission of the application. An application is not complete until all required information, including a valid Financial Instrument, is received. The amount of the Financial Instrument will not be less than the amount of the Financial Instrument held by the transferring Agent prior to the approval of the ownership change OR $20,000, whichever amount is greater. This requirement will be in effect for two years from the date of the approval of the application unless the Financial Instrument is required to be higher as provided in the Reporting Agreement. If the acquisition includes an Associate Branch the amount of the Financial Instrument will be as stated in Sections D and N of the IAH.

[* Note: CTDs should review Section 16 of the CTDRA for applicable information about CTD Ownership Changes and Transfers]

Other Ownership Changes

In a Type 2 ownership change, which involves a change of 30% or more in the ownership of an existing agency to new owners, the amount of the Financial Instrument will not be less than the amount of the Financial Instrument held by the Agent prior to the approval of the ownership change OR $20,000, whichever amount is greater. This requirement will be in effect for two years from the date of the approval of the ownership change application unless the Financial Instrument is required to be higher as provided in the agentís Reporting Agreement.

In other ownership changes (Types 1, 3, and 4), the amount of the Financial Instrument will not be less than the amount required of the Agent prior to approval of the ownership change. Additionally, in a Type 3 ownership change application, the Agent must provide a rider, amendment or new Financial Instrument, as applicable, reflecting the new legal name.

Multiple Financial Instruments

You may provide the required Financial Instrument coverage through more than one Bond or LOC, or a combination of Cash Security Deposit Agreement, Bond or LOC. The acceptance of multiple Financial Instruments and the order of claims or draws on such Financial Instruments will be solely at ARC's discretion.

Where to Obtain the Financial Instrument Forms

The United States Treasury issues Circular 570, "Surety Companies Acceptable on Federal Bonds." You may access the Circular 570 at U.S. Treasury Circular 570. Unless otherwise noted, any surety on the current revision of Circular 570 is acceptable to ARC.

ARC will accept an LOC using the ARC required format and language (See Forms Catalog) issued by any federally insured lending institution (FDIC or NCUA) or, at ARC's discretion, a state-chartered lending institution. All Letters of Credit MUST be accompanied by a certification letter.

Go to the Forms Catalog, and then click on Forms 300-309. The Cash Security Deposit (CSD) application is in writeable PDF format. This format enables you to complete the application online, print, and then save the application to your PC. Alternatively, you can save the application to your PC and then complete and print it. The CSD application is a one-time process that does not require any additional documents (financial statement, credit report) or annual renewals to complete. Other than the ONE TIME $100 application processing fee, there are no annual fees or premiums.

Calculations and Maintenance

Computing the Amount Required for Your Bond, Irrevocable Letter of Credit or Cash Security Deposit

The Agent Reporting Agreement requires that a bond, letter of credit (LOC), or Cash Security Deposit (CSD) be in an amount at least equal to the average monthly net cash remittance as determined for the 12-month period ending on the last sales period ending date of the fifth month prior to the anniversary date of the Agent's bond, LOC, or CSD.Unless otherwise required under the Agreement or by the TAA, the Financial Instrument amount determined may not be lower than the prescribed minimum-either $10,000 or $20,000 as applicable and, need not exceed the prescribed maximum, $70,000.

Alternatives to the cash sale standard remittance schedule, styled Variable Remittance options, are described in Section L of the IAH. The only Variable Remittance option, which is included in the Financial Instrument calculation is the Variable Payment with Consolidated Check (PC) option. Therefore, when verifying your average monthly net cash remittance, you must include PC sales, if applicable, with the net remittance for regular cash sales. If you do not have the PC option, you can determine the monthly average by simply using the amount shown for net remittance on your weekly sales summary.

The following chart may help you ascertain the applicable net remittance period based upon the anniversary month of your bond, LOC or CSD:

Anniversary Calculation Date 90 Day Notice Period
Jan. 2015 10/14 09/13-08/14
Feb 2015 11/14 10/13-09/14
Mar 2015 12/14 11/13-10/14
Apr 2015 01/15 12/13-11/14
May 2015 02/15 01/14-12/14
Jun 2015 03/15 02/14-01/15
Jul 2015 04/15 03/14-02/15
Aug 2015 05/15 04/14-03/15
Sept 2015 06/15 05/14-04/15
Oct 2015 07/15 06/14-05/15
Nov 2015 08/15 07/14-06/15
Dec 2015 09/15 08/14-07/15

For example, if your instrument's anniversary date is in July 2015, you would use the cash sales during the entire month of March for the preceding year through the entire month of February of the current year (March 2014 to February 2015) to compute the bondable amount.

If, for any reason when computing the required amount the Agent has fewer than twelve months of sales, the amount shall be at least equal to the average monthly net cash remittance of the preceding months ending on the last sales period ending date of the fifth month prior to the anniversary date of the Agent's bond, LOC or CSD. As noted above, such amount must be between the minimum and maximum provided.

Bond/LOC/CSD Coverage

If the agent has one or more branch or other locations, the bond, LOC or CSD must cover all locations, and computation must be based on the total net cash remittance of all locations.

Periodic Adjustment of the Bond, LOC or CSD Amount

Each Agent must maintain a bond, LOC or CSD consistent with the computation described in the ARA. Accordingly, any required adjustment of the bond or LOC to provide coverage in excess of the minimum must be made each time the Financial Instrument is renewed (anniversary date), reinstated, or replaced. This means, of course, that the Agent must review its Financial Instrument coverage at least once each year. An example of an exception to the annual review is if the Agent submits an application for a branch office. In that case, the Agent's bond, LOC or CSD must be in the proper form and amount before ARC can approve the application.

Unless otherwise required by the Agreement or the TAA, ARC will monitor Financial Instrument amounts once a year and will advise agents 90 days in advance of the anniversary date of the Financial Instrument of amount of any increase required. Agents are required to make the necessary adjustments to their bond, LOC or CSD on or before the anniversary date, (or when a Bond or LOC is reinstated or replaced). If the required amount of increase is greater than $10,000, the agent may increase the bond, LOC or CSD 25% of the total amount required but in no instance less than $10,000. Each increase must be made every ninety days beginning with the anniversary date of the bond or letter of credit.

The consequence of a failure to maintain a proper Financial Instrument coverage in the required form and amount is governed by Sections 30 of the Agent Reporting Agreement, and section D of the IAH.

Bond Cancellation

It is extremely important to maintain a Financial Instrument in the required form and amount at all times. Failure to maintain a Bond, LOC or CSD will result in the inhibition of your ticketing, if a proper replacement Financial Instrument is not received, the termination of your ARC Agreement. (See Section 30 of the ARA and Section D of the IAH)

Important Aspects of Bonds, Letters of Credit and Cash Deposits

This section outlines some of the three types of Financial Instruments and how they work. This information may be useful if the Agent ever has reason to substitute one type of Financial Instrument for another type.

Effective Date: BOND

A bond has an effective date set forth in the first paragraph. This date is so framed that it clearly establishes for the Surety the precise starting point at which the Surety assumes responsibility and liability. Any debt incurred prior to the stated effective date of a bond would not be covered by that bond, even though the discovery of the debt was made subsequent to the bond's effective date.

Effective Date: LETTER OF CREDIT

A letter of credit also provides space for the insertion of a date. In this case, however, the date serves no more purpose than merely establishing the date on which the letter of credit was issued. Upon issuance, the issuer immediately assumes full responsibility up to the limit of the instrument for any debt of the Agent to ARC under the Agreement regardless of when the debt was actually incurred. This is the first major difference between the Bond and LOC.

Effective Date: CASH SECURITY DEPOSIT

The effective date of the Cash Security Deposit (CSD) is established by the issue date of the cashier's or certified funds check that the agent or applicant provides with its CSD application and agreement. This date is also the anniversary date which governs the computation period used to determine the amount of coverage that each agent is required to maintain (see Section 30 of the Agreement).

Cancellation and Effect: BOND

The bond is continuous in nature and does not expire by its own terms. A bond may be canceled only upon prior written 30-day notice from the Surety to ARC. Even an Agent's failure to pay the bond premium does not, in and of itself, cancel the bond. Obviously, in that case, the Agent's failure may cause the Surety to send its 30-day cancellation notice to ARC. Only the Surety can cancel its bond and only with 30 days advance written notice to ARC.

Once canceled, the Surety, nevertheless, remains liable for any claims against the bond for a period of six months. The debts must have been incurred while the bond was in effect, however, and ARC must notify the Surety within 90 days of discovery. The six-month period of continuing liability is important to note as it explains why a Surety probably will not release your collateral during that period, even though the bond has been canceled.

Cancellation and Effect: LETTER OF CREDIT

An important feature of the letter of credit is the automatic extension provision. This provides that the letter will automatically be extended without amendment for an additional year from the present and each future expiration date (described earlier), unless the issuer has advised ARC by certified or couriered letter, return receipt requested, of its intent not to extend the letter. Such notice of intent must be received by ARC not less than 60 days before such expiration date. ARC will not accept an LOC if it does not contain such provision.

The LOC notice requirement is twice as long as the cancellation notice requirement for a bond. Unlike a Surety, the liability of the bank for the letter of credit ceases immediately upon the expiration of its LOC, unless, of course, ARC has drawn against the LOC with the bank on a timely basis, i.e., before the expiration date. Therefore, a bank may release collateral or other pledges immediately following the expiration of an LOC where no ARC draw has been made upon the letter of credit. This is the second major distinction between the two types of instruments.

ARC normally issues a sight draft against the canceled letter of credit ten days before the expiration date. This draw will not be rescinded except upon receipt of an acceptable replacement as explained below.

Cancellation: CASH SECURITY DEPOSIT (CSD)

A Cash Security Deposit (CSD) is an ARC-generated instrument of financial coverage and thus is not "issued" in the sense that a surety Bond or Letter of Credit (LOC) is issued. Because of this distinction, once accepted by ARC, a CSD remains in force as long as the funds are available, without the necessity of being renewed or reinstated until such time as the agent replaces coverage with a Bond or LOC, voluntarily deletes from ARC's Agency List, the agency or is sold, or the Agreement terminated.

Replacements and Substitutions of all three types of Instruments

Keeping in mind the features and effects of Bonds, LOCs and Cash Security Deposits described above, this section summarizes how these features may impact requested changes in your Financial Instrument coverage.

Replacement of a Bond with another Bond

The replacement bond in the required form and amount must be received by ARC and effective no later than the cancellation date of the bond being replaced.

Since the replacement bond will not cover any debts incurred prior to its effectiveness, ARC will not release the previous Surety from liability. The replaced bond will run its course in accordance with its terms.

Replacement of a Bond with a Letter of Credit

The replacement letter of credit in the required form and amount must be received by ARC on or before the cancellation date of the bond.

Upon receipt of written request from the Agent or the Agent's Surety, provided there is no change of ownership (acquisition of agency branch or existing agency with new owners), ARC will release the Surety from liability effective with the issue date of the letter of credit. In this case, you should contact the Surety directly regarding release of any collateral being held in connection with the bond.

Replacement of Letter of Credit with a Letter of Credit (LOC)

A replacement LOC in the required form and amount must be received by ARC at least 15 days prior to the expiration date of the LOC being replaced. If this overlap is not provided, ARC may draw down on the current LOC while it is still in effect so as to protect ARC's interest. If ARC has issued a draft and the funds have not been received, ARC will not cancel its draw until an LOC in the form and amount required has been received. If ARC has received the funds, they will be released after receipt of the required LOC.

Replacement of a Bond with a Cash Security Deposit (CSD)

ARC must receive a complete CSD application including a cashier's or a certified funds check for the full amount of required coverage on or before the cancellation date of the bond.

The procedures and time frame to release the Surety from liability once the Bond is replaced by a CSD is identical to the procedures and time frame employed by ARC when a Bond is replaced by an LOC, as described above..

Replacement of a Letter of Credit with a Cash Security Deposit

If replacement of the LOC is being made for a reason other than expiration, ARC will return the replaced letter of credit to the issuing bank upon receipt of a complete and accurate CSD application and agreement, including funds for the required amount, and a written request from either the agent or the issuing bank.

Replacement of Letter of Credit with a Bond

If the letter of credit is being replaced because it is going to expire, the effective date of the bond must be the same as or earlier than the expiration date of the letter of credit, and the bond must be received by ARC before that expiration date. PLEASE NOTE, however, that since the replacement bond will not cover any transactions that occurred before its effective date, ARC will draw on the letter of credit and hold the funds for 100 days after the effective date of the bond. This is done as a protective measure to provide a limited period of time during which ARC and the carriers can determine if any unpaid transactions occurred before the bond became effective. The funds will be released shortly after the 100 day period if no unpaid transactions have been found.

If the replacement is not due to expiration of the letter of credit but merely as a replacement with a bond due to the agent's preference, the letter of credit will be returned to the issuing bank upon written request from either party after 100 days from the effective date of the bond, provided no debts arise and remain unpaid during that period. As an adjunct to the immediately preceding circumstance the agent, as an alternative, may elect to provide a bond with an effective date 100 days PRIOR to the letter of credit anniversary date. This would entail dual coverage for that period of time, but would ensure that the letter of credit, provided no default occurred in the interim, would be released to the bank upon written request from either the agent or the issuing bank after the 100th day from the effective date of the bond.

Replacement of a Cash Security Deposit with a Bond

If a CSD is replaced with a Bond, ARC will hold the CSD funds for 100 days from the effective date of the required replacement Bond and, following receipt of a notarized request from the signatory of the CSD Agreement, ARC may issue a refund check to that individual absent any discovery of any claims that were incurred prior to the effective date of the Bond.

Voluntary Cancellation of the Reporting Agreement

Following voluntary cancellation of the Reporting Agreement an agent may request either the release of the Surety's liability under the cond, the return of the letter of credit or the refund of the CSD funds. One reason such requests are made, is so that collateral can be returned. The fact is that these instruments simply do not work that way.

If the agent voluntarily cancels its Agreement and a letter of credit is in effect with no expiration pending, the letter of credit will be returned to the issuing bank, upon written request from either the agent or the issuing bank, 100 days from the date the effective date of the voluntary deletion or 100 days from a satisfactory accounting of all ARC obligations, whichever occurs later, and provided no debts arise and remain unpaid during that period.

If, however, the voluntary cancellation of the Agreement occurs at the same time as the expiration of the letter of credit, ARC will draw down on the letter of credit and the funds will be released to this issuing bank after 100 days from the date of a satisfactory accounting of all ARC obligations and provided no debts arise and remain unpaid during that period.

If the Agent has a bond, the Surety may issue a notice of cancellation. Even so, the Surety remains liable under the terms of the bond for any debts which were incurred during the bond's effectiveness. That period runs for six months, during which time the Surety may elect not to release any collateral.

If the agent is covered by a CSD, those funds will be refunded to the signatory of the CSD Agreement; (1) following receipt of a notarized request from such individual 100 days after the effective date of the voluntary cancellation of the Agreement or (2) 100 days from the date a satisfactory accounting and payment of all obligations, whichever occurs later, provided no debts arise and remain unpaid during that period.

Replacement of a Letter of Credit, Bond or Cash Security Deposit (CSD) with a Letter of Credit or a CSD in Conjunction with an ARC Approved Complete Change of Ownership (acquisition of agency branch or existing agency with new owners)

Liability for debts incurred to prior to the effective date of certain changes of ownership do not transfer to the new ARC accredited entity (purchaser). Therefore, when the purchaser replaces the seller's letter of credit with its own letter of credit, bond or CSD, ARC will retain the seller's letter of credit or CSD funds for 100 days from the effective date of the approval of the ownership change to ensure that any debts that may arise which were incurred by the seller to ARC and the carriers will be covered by the seller's letter of credit or CSD funds.

Additionally, if, upon proper notice to ARC, the seller's letter of credit is canceled before the 100 days have elapsed, ARC will draw on the letter of credit. After receipt of the proceeds of the letter of credit, ARC will repay to the issuing bank within 100 days any funds which may remain and which exceed the total amount of claims paid by ARC to carriers for unpaid documents, either directly to the issuing bank, whichever is specified in the original letter of credit.

Effects of Cancellation of either a Bond or an LOC

Agents must be covered at all times by Bond, LOC or CSD. ARC will notify the Agent when it receives notice that a Bond or LOC is to be canceled or will expire. If a replacement Financial Instrument in the required from and amount is not received prior to the cancellation or expiration date, ARC will notify the System Providers to inhibit ticketing and take action as required in the ARA.

Sureties very rarely ask that their original bonds be returned once they are canceled. Banks, on the other hand, frequently request the return of the original letters of credit after cancellation once all ARC provisions for release of same have been met. The issuing bank may request in writing that the letter of credit be returned to the bank. An agent may also request, in writing, that the letter of credit be returned to the bank.

Reclassification of an Agent to Verified Travel Consultant (VTC) Status

The Letter of Credit of an Agent that is seeking to reclassify as a VTC must remain in effect for a minimum of 100 days following the effective date of ARC's written approval of the VTC Reclassification Request.

The bond of an Agent that is seeking to reclassify as a VTC must remain in effect for a minimum of six months following the effective date of ARC's written approval of the VTC Reclassification Request.

If a reclassifying agent is covered by a Bond and the Bond has not been canceled at the reclassification effective date, ARC will take no action. If the Bond has been canceled on or before the effective date of the reclassification ARC will not provide the issuing surety a Release of liability prior to the expiration of the six months date following the bond cancellation date.

If the reclassifying agent is covered by an LOC and the LOC has not been canceled during the 60 days prior to the VTC reclassification effective date, ARC will upon written request from either the agent or the issuing bank, release the remaining LOC proceeds, if any, to the issuing bank 100 days after the effective date of ARC's written approval of the reclassification request absent any outstanding debts to carriers or to ARC.

If the LOC has been canceled and the cancellation date falls within 100 days of the reclassification effective date, ARC will request that the LOC be extended to cover that 100 period or require the agent to provide another form of Financial Instrument or Financial guaranty accepatable to ARC. Alternatively, if the agent is unwilling or unable to extend or renew the LOC ARC will draw on the full amount and hold the funds until the 100 days have elapsed at which time they will be returned to the issuing bank, again, absent any outstanding debts to carriers or to ARC.

If the reclassifying agent is covered by a CSD, ARC will return the remaining CSD funds, if any, 100 days after the effective date of ARC's written approval of the reclassification, upon written request from the signatory of the CSD Agreement absent any outstanding debts to carriers or to ARC.

Tips

Here are a few tips to assist you:

Section 3: My ARC

What Is My ARC?

ARC provides various online services through which Agents can communicates or transact business with ARC and Carriers. These services are known as "ARC Tools" and include, for example Interactive Agent Reporting (IAR), Internet Sales Summaries, Agent's Choice, Memo Manager, Accreditation Web Portal (AWP) and Document Retrieval Service. My ARC is your centralized access point to a growing list of ARC tools and resources. It uses a single sign-on that enables a user to have a single username and password for every application that is behind My ARC. Once a tool is available through My ARC, you will be required to use My ARC to access that tool.

Agent's use of and access to ARC Tools are subject to the terms of the Reporting Agreement, the My ARC terms of use and the tool's terms of use.

My ARC Security Features

Account Creation

All new users of My ARC, regardless of organization, user, or administrator type, are required to navigate the same activation and first time login process. To begin the activation process:

  1. Request a My ARC account from your organization's My ARC Primary Administrator.
  2. After the account is created, a system generated e-mail is sent to you to begin the account activation.
  3. Click the My ARC Activation link (shown in the e-mail) to open the My ARC Activation Login screen and begin the activation process.
  4. If your e-mail service prevents you from clicking the link, copy the entire link address and paste it into your browser's address bar.

User Administration

In My ARC, Administrators have the ability to create and/or manage a user's account information. In addition, administrators have the ability to manage a user's access to tools and approve or deny a user's request for access to a tool. There are four classifications of administrators in My ARC:

My ARC Primary Administer - Roles and Responsibilities

Please be aware that any communication or business transaction with ARC through an ARC Tool (including, for example, authorization of an sales report in IAR, submission of an application form or a change of status request in the Accreditation Tool, etc.) by any individual who has been granted access to an ARC Tool by your My ARC Primary Administrator or Tool Administrator, will be deemed to have been submitted and authorized directly by the Agent. Those submissions and transactions will have the same force and effect as if they were submitted and/or signed (as applicable) directly by an owner or officer of the Agent.

Because of the responsibility, functions and activities of the My ARC Primary Administrator (and those they assign), it is important that you designate the appropriate individual within your company for the My ARC Primary Administrator position.

As a best practice, you should continually review all individual and staff roles with your company that relate to ARC, including the My ARC Primary Administrator, to ensure that the appropriate individuals fill those positions.

Useful Communication Resources

It is important for you to have a method of contacting ARC should the need arise.

The TAC (Travel Agent Communication) message is available to you on a weekly basis, via e-mail. In addition, the TAC message is posted on ARC's website at www.arccorp.com. Please ensure the appropriate person(s) in the office reads the TAC for important information.

Online HELP

Online HELP is available in My ARC. After signing into My ARC, access HELP by clicking on the global HELP header from any My ARC screen. Online HELP will display step-by-step instructions on how to perform tasks.

ARC's Web Page

Visit the ARC corporate website for My ARC login and information about other ARC-related topics.

Contact Us

ARC's Customer Care Center (CCC) is available to assist you with any My ARC or ARC related issues or questions. Our Customer Care Center operates 9:00am - 9:00pm ET (Monday and Tuesday) and 9:00am - 7:30pm ET (Wednesday through Friday). You may reach the CCC at +1 855.816.8003. If you are located in Puerto Rico, please call 1.800.328.0032. You can also reach us via email at CCCHelp@arccorp.com.

Section 4: Ticketing

Making a Reservation

When making any reservation, you must follow the specific rules that have been established by individual carriers. You are required to make a reservation with the carrier whose validation plate will be used to issue any ARC handwritten (manual) ticket or document prior to the issuance of that ticket/document. You may be required to make manually reservations for Automated Prepaid Ticket Advices (PTAs) by phone, fax or other methods with the validating carrier prior to the issuance of the document. You are required to follow the validating carrier's rules, policies, and procedures in the making of such reservations.

The System Providers (GDS/CRS) used by most travel agencies provide immediate information about available seats on a particular flight. When you makes a reservation for a customer through a System Provider, all of the information the carrier possesses about the passenger has been supplied by you, so it is important that the data be as accurate and detailed as possible. Generally accepted reservation practices require the following information to be given to the carrier at the time the reservation is made. This information is generally required by all carriers to create an acceptable reservation; however, it is important to check with each individual carrier for specific requirements. Failure to provide this information may result in a passenger being denied boarding at the individual carrier's discretion.

Itinerary Information

Passenger Information

Please be aware that the Transportation Security Administration (TSA) has implemented a mandatory program, known as Secure Flight, which requires travelers to provide additional information when booking reservations. Secure Flight is a behind-the-scenes program that enhances the security of domestic and international commercial air travel through the use of improved watch list matching. Collecting additional passenger data improves the travel experience for all airline passengers, including those who have been misidentified in the past.

When passengers travel, they are required to provide the following Secure Flight Passenger Data (SFPD) to the airline:

For detailed information on TSA Secure Flight program, please refer to their website at: http://www.tsa.gov/stakeholders/secure-flight-program.

Recommended Reservations Practices

To facilitate consistent handling of reservations and to protect the traveling public, agents, and carriers, the following, simple recommended reservations practices should be followed at all times:

  1. Avoid duplicate reservations - Never make duplicate or multiple reservations for the same passenger on the same flight.
  2. Avoid impossible or illogical reservations - Never make impossible or illogical reservations for the same person. Impossible or illogical reservations include reservations on separate flights that fly during the same time period; multiple reservations from the same origin or destination on the same day (e.g., a passenger is booked to fly from New York to Los Angeles on the 3pm, 4pm and the 6pm flights); or reservations with connections that depart before the arrival of the inbound flight.
  3. Avoid inventory churning - Inventory "churning" is a practice whereby an agent repeatedly creates and cancels reservations in order to circumvent ticketing time limits set by a carrier. This practice ties up inventory and should be avoided. Because carriers wish to protect their inventory and minimize costs, they may track and bill agencies for perceived inventory churning.
  4. Avoid improper canceling and changing of reservations - When a passenger cancels a reservation, such canceled space should be released immediately. Unless the carrier involved approves such a transfer, you must not use this space for another customer even though the customer desires the identical itinerary.
  5. Know Reservation Time Limits - Individual carriers may set time limits on making reservations within a certain minimum timeframe prior to flight departure. The time limits may be set by a carrier on a system-wide basis or may be controlled by such criteria as cabin type, destination, or travel dates. For example, a carrier may specify that no reservations be made for that carrier within X hours of flight departure.

Ticketing

Introduction

ARC standard traffic documents are those documents you are authorized to report through IAR on behalf of ARC carrier participants. These standard traffic documents include:

  1. Automated Ticket/Boarding Pass (ATB)
  2. Automated Miscellaneous Charges Order (MCO)
  3. Automated Tour Order
  4. Automated Electronic Miscellaneous Document (EMD)
  5. 1 Coupon Prepaid Ticket Advice (PTA)
  6. 4 Coupon Passenger Ticket & Baggage Check

See Section 11.0 of this Handbook for specific ticket series assigned to each standard traffic document type.

Standard Ticket

The Standard Ticket is a contract between the carrier(s) indicated in the itinerary of the ticket and the passenger. Each flight coupon:

  1. Authorizes passage between the points and by the routing indicated.
  2. Serves as evidence of payment of the fare shown on the ticket.
  3. Serves as evidence that an interline agreement exists between the carrier named in the routing and the ticketing carrier.
  4. Contains all information necessary to allow proper handling of the online and interline customer and his baggage via the routing shown.
  5. Contains a record of all conditions that must be known at the time of reissuance or refund.
  6. Contains all information necessary for billing purposes between issuing and carrying airline's revenue accounting departments. Value of Flight Coupon(s) is based upon the entry in the Fare Basis box and the fare construction/routing information applicable to transportation covered by the ticket.

This section deals primarily with the instructions for completing manual documents, such as the Passenger Ticket & Baggage Check and the Prepaid Ticket Advice.

Automated tickets (ATB, MCO, Tour Order, EMD, and automated PTA) are generated through an agency's automated system provider (GDS). The information that appears in IAR on these documents is not entered manually, but through the GDS formats and entries you use to create a reservation and issue the ticket. Although the information that prints on the ticket is similar to that on a manual ticket, you, the agent, make no actual written entries on an automated ticket. As such, you should follow your GDS' specific instructions for generating automated tickets.

The principles regarding the issuance and acceptance of tickets applies to all passenger tickets unless otherwise noted within the governing resolution of that specific ticket. Governing resolutions may be found in the Airlines 4 America (A4A) - Trade Practice Manual Volume 4 - Standard Interline Passenger Procedures of Reservations, Ticketing and Baggage. For more information on A4A's Trade Practice Manuals, please refer to their website at: http://www.airlines.org/Pages/Home.aspx

Issuance and Acceptance of Interline Passenger Tickets

The following principles and instructions apply to completion of all passenger tickets, except as otherwise provided within the governing resolution of a specific ticket document.

You must maintain a thorough knowledge of tariffs, routings, fares, etc. in order to effectively service the passenger's request.

Traffic documents must be used and reported in strict numeric sequence and validated on the date entries are made. In the event you withdraw a paper ticket or other document for any reason from stock and don't use it, you must invalidate the ticket or document by writing "VOID" across the face and retain it with the invalidated Agent's coupon for audit or record purposes; all other copies must be destroyed.

Issue one complete ticket to cover the passenger's interline domestic and/or international air transportation. The Interline Passenger Ticket must not be used for supplemental services. Each ticket is required to cover transportation for one passenger only, unless an infant carried free of charge and not occupying a seat is included on the ticket of the accompanying adult with the notation "PLUS INF" following the name entry for the passenger.

When more than four flight coupons are required, issue two or more ticket booklets in conjunction with one another to provide the required number of flight coupons to cover the passenger's itinerary. Tickets issued in conjunction must be of the same form number and must be completed in numeric sequence. For example, an itinerary with six segments requires two flight coupon booklets.

When the ticket form provides more coupons than required for a specific routing, enter "VOID" in each "TO" box following the last valid segment to invalidate surplus flight coupons at the end of the itinerary. Remove the voided flight coupons from the ticket booklet at the time of issuance.

Flight coupons will be honored only in the sequence as shown on the passenger coupons. Flight coupon(s) will not be accepted for carriage, exchange, or refund unless accompanied by the passenger coupon.

Each carrier must be provided with a valid Flight Coupon(s) for the segment(s) over which it is carrying the customer. When preparing the ticket, remember that the carrier must be able to read each coupon for boarding, reissuance, or refund. Be sure to print in block letters with sufficient pressure to register clearly on all coupons. A legible ticket will help you, your customer, and the industry.

Erasures are not permitted on any portion of the ticket. If you mistake a made, void and invalidate the entire ticket and start again.

REMEMBER:

A ticket is good for carriage for one year from date of issue, except as otherwise provided in the ticket, in carrier's tariffs, conditions of carriage, or related regulations. You are required to provide the applicable Notice of Incorporated Terms with all passenger sales.

Selection of the Ticketing Carrier

General Rule

  1. Use the ticketing identification of one of the ARC carriers scheduled to participate in the transportation.
  2. In the event ticketing identification of a carrier scheduled to participate in the transportation is not available, use the identification of any other ARC carrier who has provided authorization for such use.

Clarification of "Ticketing Identification"

  1. For preparation of a manually issued ARC traffic document, ticketing identification will be with the airline name and code of any ARC carrier scheduled to participate in the transportation provided the carrier has given authorization for such use. ("Authorization" in this instance can be either verbal or written from either the home or local office of the authorizing carrier.)
  2. For preparation of an automated ARC traffic document through your GDS, without interface to a carrier's E-ticket database (automated paper ticket), ticketing identification will be determined on the same basis as for manual issuance.
  3. For preparation of an automated ARC traffic document through your GDS, with interface to a carrier's E-ticket database (automated electronic ticket):
    1. Ticketing identification will be the designation of any ARC carrier scheduled to participate in the transportation that is also a signatory to the airline industry's automated ticketing agreement, which authorizes a ticket to be generated in the name of a signatory airline. (A record of such signatories is maintained by the servicing carrier's GDS).
    2. If no such carrier has authorized use of its name, you may instruct the servicing carrier to issue an ARC traffic document in the name of a specific ticketing carrier party to the airline industry's automated ticketing agreement, on behalf of another carrier not a party to that agreement, provided such authorization has previously been given to the servicing carrier by the specific ticketing carrier. (A record of such authorization is maintained by the servicing carrier's computer system).

How to Complete a Manual Ticket

The Interline Passenger Ticket, officially known as the "Passenger Ticket and Baggage Check," provides documentation for passengers using air transportation. The ticket booklet consists of the following:

  1. Front Cover - The presence of the front cover is required during travel
  2. Auditor's Coupon - Green
  3. Agent's Coupon - Pink (Maintain in your agency files)
  4. One, Two, Three or Four Flight Coupons - Required for boarding authority
  5. Passenger's Coupon - The presence of the Passenger's Coupon is required during travel

The ticket booklet is designed so that appropriate entries will copy onto each coupon. The flight coupons are shaded to highlight information applicable to the individual coupon.

The ticket booklet is designed so that appropriate entries will copy onto each coupon. The flight coupons are shaded to highlight information applicable to the individual coupon

4-Flight Manual Ticket - Auditor's Coupon

4-FlightManualTicket - AuditorCoupon

How to Complete Each Box of the 4-Flight Manual Ticket

Each box of the 4-Flight Manual Ticket is explained, illustrated, and completed with an example. The examples, while adequate to demonstrate the basic principles of completing a manual ticket, do not cover every possibility. The boxes are shown larger than normal for illustration purposes. Each box is addressed separately, and the information entered in one box on a page is not necessarily related to any other information entered in other boxes - all information entered in the boxes is for illustration purposes only.

"DATE OF ISSUE", "PLACE OF ISSUE" and "PASSENGER TICKET AND BAGGAGE CHECK ISSUED BY" BOXES

Select the proper airline identification plate according to the instructions listed in the introduction of this section under "SELECTION OF THE TICKETING CARRIER" then follow these steps:

  1. Ensure that your agency identification plate is in the ticket imprinter.
  2. Ensure that the date wheel has been set to reflect the current date.
  3. Imprint the ticket using the airline identification plate - once imprinted, the ticket becomes the carrier's property.
  4. Simultaneously, the date and your agency identification will imprint along with the airline identification.
  5. Remember, a ticket is not valid for transportation unless it has been properly validated.

"NAME OF PASSENGER" BOX

Enter the passenger's surname (last name), followed by a slash, the given (first) name, and optionally the title. When the given (first) name is not available or there is insufficient space on the ticket, the given (first) name may be replaced by the initial. The name field must be truncated (shortened) if necessary to include any required special purpose codes.

If the passenger is holding a reservation at the time of ticketing, the name entered on the ticket must be written identically to the way the name appears in the reservations record. When hyphenated surname or double surname is involved, omit the hyphen or space.

"Name of Passenger" Box

Special Purpose codes that are used when making the reservation should be indicated in the Name of Passenger box. Leave a space after the passenger's name followed by the special purpose code, which can include:

CBBG Cabin Baggage - Use when a separate ticket is issued for a passenger requiring the use of an extra seat for baggage
EXST Extra Seat - Use when a separate ticket is issued for a passenger requiring the use of an extra seat for themselves
PLUS EXST Extra Seat - Use when a passenger requires the use of an extra seat for themselves when the additional seat charge was included on the passenger’s ticket but a separate ticket is not issued
UM Unaccompanied Minor - The passenger’s name must be followed by at least one space or an asterisk and in parentheses the notation “UM” followed by age of the minor
INF or INFANT Infant - The infant’s name must be followed by at least one space or an asterisk and in parentheses the notation “INF” or the word “INFANT.” If a passenger is traveling with an infant that is being carried, the infant may be included on the ticket of the accompanying adult. Following the passenger name, leave at least one space or an asterisk and the code "PLUS INF"
CHD or CHILD Child - To discourage fraudulent use of tickets issued at children’s discounts/fares, the passenger’s name must be followed by at least one space or an asterisk and the code “CHD” or the word “CHILD”

"FROM/TO" BOXES

This section of the ticket shows the passenger's itinerary. Enter in sequence the full name of each city in the itinerary, including origin city, enroute cities, or stopover cities where the passenger will change carriers, and the destination city. When more than one booklet is required (conjunction ticket), the last "TO" city on each booklet becomes the first "FROM" city on the next booklet.

"From/To" Boxes

When a ticket booklet provides a greater number of coupons than required, enter "VOID" in the unused boxes and remove the voided coupons from the ticket booklet.

"From/To" Boxes

Spell out the name of the city when listing city names. Do not use airport codes or abbreviations. When duplicate place names exist such as Portland, Oregon and Portland, Maine, include the state or province (Canada) abbreviation.

"From/To" Boxes

When a city is served by two or more airports, the city name must be followed by the airport name.

"From/To" Boxes

When the itinerary involves arrival at one airport and departure from another airport in the same city, enter the city name followed by the airport name in consecutive boxes by order of use, marking the intermediate coupon "VOID" in the Reservation Information Area.

"From/To" Boxes

When the itinerary involves surface transportation between a deplaning point and the next boarding point, enter the city names in itinerary sequence, and to allow for a flight coupon at the next boarding point, provide a coupon over the surface segment, marking such coupon "VOID" in the Reservation Information Area. Do not use the terms "SURFACE" or "ARUNK."

"From/To" Boxes

"STOPOVER/NO STOPOVER" BOXES

When the fare does not permit a stopover at a particular city, enter an "X" opposite the applicable city. At cities where stopovers are permitted, the entry of an "O" is optional by carrier.

"Stopover/Nostopover" Boxes

CARRIER

Enter the official airline designator (two-letter alpha-numeric code).

"Carrier" Boxes

FLIGHT/CLASS

Enter the flight number followed directly by the appropriate reservations booking designator, based upon reservations records.

"Flight/Class" Boxes

DATE

Enter the two-digit scheduled boarding date followed by the three-letter abbreviation for month.

"Date" Boxes

TIME

Enter the scheduled departure time designating "A" for a.m. or morning, "P" for p.m. or evening, "N" for noon, and "M" for midnight. You may also enter time in 24-hour clock format, but do not mix with "A" or "P" designators.

"Time" Boxes

STATUS

Enter status of passenger's reservations, as follows:

When reservations have not been confirmed, print the word "OPEN" across the "Flight/Class," "Date," "Time," and "Status" boxes.

"Status"

When reservations have been waitlisted without confirmation of other space, the applicable carrier, flight/class, date, and time will be completed and "RQ" shown as the status.

"Status"

When a passenger holds a confirmed reservation, but has requested or is waitlisted on another flight or in a different class of service, enter the confirmed reservation in the "Reservation Information Area" of the ticket.

"Status"

In the "Endorsements/Restrictions" box of the applicable flight coupon(s) enter "RQ", carrier, flight number, class, date, and city codes (when other than cities shown in From/To) of requested flight or class.

"Endorsements⁄Restictions"

"FARE BASIS" BOX

Enter in the "FARE BASIS" box, opposite the segment to which it applies, the primary, secondary, and/or discount code, or combination of codes, that describe the applicable fare.

In the example below, the fare basis of U is a Primary Fare Code that indicates "Shuttle Service - No Reservation Needed - Seat Guaranteed." In the second fare basis, QLNR breaks down as follows: Q is the Primary Fare Code indicating Economy/Coach Discounted. Letters L, N, and R are all Restrictive Qualifier Codes; L indicates the lowest level of a Fare having more than one level; N indicates Night/Off Peak; R indicates Round Trip/Circle Trip. See the A4A Standard Interline Passenger Procedures manual for a list of Fare Basis Codes used when manually constructing a fare basis.

"Fare Basis" Box

"TICKET DESIGNATOR" BOX

Enter the Passenger Type Alpha Code (see section on fare construction) or one of the following Ticket Designator Codes to indicate the type of discount and follow with the percentage of discount, when applicable. For example, a 75% discount is shown as "75" and a 100% discount is shown as "00."

For group travel, enter code "G" or "V" as appropriate, followed by the minimum number of passengers required by tariff.

Ticket Designator Codes

"Ticket Designator" Box

"TOUR CODE" BOX

Enter the official tour code number in case of an Inclusive Tour or a Bulk Inclusive Tour.

"Tour Code" Box

"NOT VALID BEFORE" and "NOT VALID AFTER" BOXES

"Not Valid Before" indicates the earliest return date (day and month). This date should only be entered when applicable, and in the appropriate box on each flight coupon. Do not complete the box until a confirmed reservation is entered on the ticket.

EXCEPTION: Where tariff rules prohibit voluntary reservation changes, or where such changes are only permissible against additional payment, the date to be entered in this box must be the same as the reservation date entered on the same coupon.

"Not Valid After" indicates the expiry date (day and month) of a ticket. When a ticket has a normal 1-year validity and is not issued in conjunction or exchange, you don't need to make an entry.

NOTE: When date entries in the "NOT VALID BEFORE" and "NOT VALID AFTER" boxes apply to two or more consecutive flight coupons, they may be printed across the applicable boxes and must include the date, 3- letter month abbreviation, and the first two digits of the year, e.g., 10 JUN 07.

"Not Valid Before"⁄"Not Valid After" Box

"ALLOW" BOX

This box can be left blank, or enter the applicable amount of free baggage-weight allowance in kilograms or pounds using the letter "KG" or "K," "LB" or "L;" when the free allowance is based on pieces, enter "PC."

"Allow" Box

When the fare used does not permit any free baggage allowance (e.g., Infant's tickets), invalidate the "ALLOW" box by entering "NO," "NIL," or "XX."

"Allow" Box

"FROM/TO," "CARRIER," "FARE CALCULATION" BOXES

Complete this portion of the ticket when:

Enter the applicable fare opposite the segment to which it applies. Separate the Flight Segment entries with a heavy line.

All amounts must be in the same currency or Neutral Units of Construction (NUCs). In the "FARE" box at the bottom of the "FARE CALCULATION" column, enter the sum of amounts in the column. If the fare calculation entries are in Neutral Units of Construction (NUCs), strike out the word "FARE" and enter "NUC" preceding the total.

"Fare" Box

When it is necessary to complete the "FROM/TO", "CARRIER", AND "FARE CALCULATION" sections of the ticket, also complete the Origin/Destination boxes.

Another example: When a Passenger Facility Charge (PFC) is collected, the airport to which the PFC applies and the amount indicator for the dollar amount collected must be shown at the end of the Fare Calculation area. Precede the PFC entry with a heavy line. Show the code "XF" in the "FROM/TO" box. Leave the "CARRIER" box blank. List each PFC collected in the "FARE CALCULATION" box, in itinerary order, the airport code followed by the PFC amount indicator.

When a Flight Segment Tax applies to a domestic segment, the amount collected must be shown in US dollars at the end of the Fare Calculation on the ticket. Precede the Flight Segment entry with a heavy line. Show the code "ZP" in the "FROM/TO" box. Leave the "CARRIER" box blank. List each ZP tax collected in the "FARE CALCULATION" box, in itinerary order, with the airport code followed by the ZP amount indicator. Domestic flight segments that qualify for the "Rural Airport Tax Provision" are exempt from the Flight Segment Tax.

"Fare" Box

CONDENSED ROUTING

When there is insufficient space on the ticket to enter the entire fare calculation, a condensed routing may be used. Show in detail on each individual ticket the exact routing and fare construction covered by that ticket and enter a condensed description of the balance of routing and fare construction before or after the detailed portion. For example, if you issue a conjunction ticket with the following routing:

NYC - RIC - JAX - PBI - MIA - MSY - DFW - SFO - LAX - SEA - CHI - IND - SDF - WAS - NYC - BOS - CHI - IND - NYC

Condensed Routing

EXTENSION STICKER

When there is insufficient space on the ticket for all entries, a Fare Calculation Extension Ladder may be used and a copy of the sticker must be affixed to each flight coupon, passenger coupon and auditor's coupon of the ticket. The Extension Sticker eliminates the need to condense the routing in the Fare Calculation Ladder of the ticket when all the "TO" and "FROM" boxes in the Fare Calculation Ladder of the ticket have been used.

Apply the appropriate sticker to the right of the Fare Calculation Ladder of the corresponding coupon in the ticket booklet after the ticket has been validated. The Extension Sticker is completed according to standard procedures, with the entries beginning on the sticker and ending on the ticket. The Extension Sticker Set may be ordered as part of your ticket stock requisition.

Condensed Routing

"FARE" BOX

Enter the fare (excluding tax) for the complete itinerary covered by the ticket or conjunction tickets. Enter the fare in the currency of the country of commencement of transportation, unless otherwise provided by applicable currency regulations. Precede the amount with the applicable three-character currency code.

Note: The currency code is not required when transportation is entirely within the country of sale or wholly between the US and Canada.

"Fare" Box

"EQUIVALENT FARE PAID" BOX

The amount of fare, and the type of currency in which it is collected, must be entered in this box under the following circumstances:

"Fare" Box

"TAX" BOX

Enter amount of taxes/fees/charges, if any (identifying currency code is not necessary). If the taxes/fees/charges are for a country other than the one in which the ticket is issued, precede or follow the amount by the two-character ISO country code or the applicable Special Fees and Charges code that identifies the tax/fee/charge. Taxes applicable to a single country may be combined into one amount using XT-Combined Tax. If there are insufficient tax boxes to list all taxes separately, then combine them into XT taxes. You must explain all taxes included in the XT(s) - use the Fare Calculation area to list the taxes.

EXCEPTIONS: The following taxes, fees, and charges must always be identified separately on a ticket by the applicable Special Fees and Charges Code:

If a tax/fee/charge for more than one country applies, show each tax/fee/charge separately in the tax boxes. If a passenger is exempt from a normally applicable tax/fee/charge, "EXEMPT," preceded or followed by the applicable ISO country code or Special Fees and Charges Code, may be entered. XF and XT must be broken out.

"Tax" Boxes

"TOTAL" BOX

Enter the applicable currency code and the sum of the amounts shown in "FARE" and "TAX" boxes, provided that when there is an entry in the "EQUIVALENT FARE PAID" box, then the total must be the sum of the equivalent fare paid plus tax, if any.

"Total" Box

Use the appropriate ISO country code and currency code from each country.

"FORM OF PAYMENT" BOX

If payment is by Cash or Check, enter the word "CASH" or "CHECK" in the Form of Payment box. The word "check" may be followed by the account number of the check, if desired.

If payment is by Credit Card, enter or imprint the two-letter credit card designator and the complete credit card number, followed by an "A" and the approval code. For extended payments, enter the letter "E" and circle it in the lower left-hand corner of the "Issued By" carrier validation box.

When a document is being exchanged for another document, enter the form of payment indicated on the original document. If the exchange transaction results in an additional collection to cash, enter the original Form of Payment code, plus A/C for "Additional Collection," followed by the Form of Payment code appropriate to the additional collection, and the amount. If the exchange results in an additional collection to credit, enter "A/C" for Additional Collection, followed by the two letter alpha credit card designator and the complete credit card number, followed by the additional collection amount, followed by an "A" and the approval code.

"Form of Payment" Box

"ORIGIN/DESTINATION" BOXES

When the routing requires the issuance of more than one ticket booklet issued in conjunction with other tickets, on each ticket enter the three-letter city code for original place of departure covered by the first ticket, followed by the three-letter city code of the final destination covered by the last ticket respectively.

"Origin⁄Destination" Box

"INTERNATIONAL SALES INDICATOR"

When any of the following situations apply, enter the applicable code on the right hand side of the "Origin/Destination" box and carry forward on reissues.

¹ - "Country of commencement of transportation" means the country from which travel on the first international sector takes place. Scandinavia (Denmark, Norway and Sweden) and USA/Canada must each be treated as a single country.

"Origin⁄Destination" Box

"BOOKING REFERENCE" BOX

Enter the booking reference. In most cases, this is the Passenger Name Record (PNR) number.

"Booking Reference" Box

"ISSUED IN EXCHANGE FOR" BOX

When you are issuing a ticket in exchange for another ticket or document (e.g., MCO), enter the airline form and serial number of the ticket/document that is being exchanged.

"Issued in Exchange for" Box

"CONJUNCTION TICKET(S)" BOX

You MUST complete this box when more than one ticket booklet is issued to cover a passenger itinerary. When issuing tickets in conjunction:

All ticket booklets must be of the same form number and be in numeric sequence. On EACH ticket, enter the last two digits of all tickets being issued to provide flight coupons covering the passenger's itinerary; e.g., ticket numbers 98/99/00/01.

If you have made an error on one of the tickets, you must void out the entire transaction and start over. Tickets must be used in sequential order and there may not be a break in ticket sequence within a conjunction ticket set.

"Conjunction Ticket(s)" Box

"ORIGINAL ISSUE CARRIER FORM AND SERIAL NUMBER PLACE DATE AGENTS NUMERIC CODE" BOX

Enter the airline, form, and serial number of the ticket or document being exchanged, the place (code) and date of original issue, plus the agent's "numeric code." If consecutively numbered conjunction tickets are involved, enter the ticket number of the first document.

If the document being exchanged is not the original, bring forward all information shown in the "ORIGINAL ISSUE CARRIER FORM AND SERIAL NUMBER PLACE DATE AGENTS NUMERIC CODE" box of the document being exchanged.

"Original Issue" Box

"ENDORSEMENTS/RESTRICTIONS" BOX

The "ENDORSEMENTS/RESTRICTIONS" box is used to record special information relating to the use of either the complete ticket or any coupon thereof. For example:

"Endorsements⁄Restrictions" Box

"COMMISSION" BOX

The "COMMISSION" box appears only on the Agent's and Auditor's coupons of a manual ticket.

The rate of commission to be applied to a ticketing transaction is determined and authorized by the carrier named as the "ticketing carrier." Only the ticketing carrier's commission rules and rate can apply to the total value of the ticket, even though other carriers may participate in the routing.

Commission may be written as a rate (percentage of fare) or as a dollar amount. For commission entered as a rate, only the following codes are acceptable in the COMMISSION box when authorized by a carrier:

0 5.5 10.5 15.5 21 31
1 6 11 16 22 32
1.5 6.5 11.5 16.5 23 33
2 7 12 17 24 34
2.5 7.5 12.5 17.5 25 35
3 8 13 18 26 36
3.5 8.5 13.5 18.5 27 37
4 9 14 19 28 38
4.5 9.5 14.5 19.5 29 39
5 10 15 20 30 40

When commission is written as a rate, the appropriate code should be written in the shaded portion of the COMMISSION box. When a code with a decimal is used, show only one decimal place (tenths - 10.5) NOT two decimal places (10.50); otherwise, you may receive a $10.50 commission instead of the correct 10.5%. For example:

"Commission" Box

Note: The maximum commission that can be processed on a single transaction cannot exceed $99,999.99.

When a commission rate is in excess of 40%, the value cannot be entered as a straight percentage in the COMMISSION box and instead must be calculated and entered as an actual dollar amount. DOLLAR amounts must appear in the un-shaded portion of the box and CENTS must appear in the shaded portion. For example:

"Commission" Box

"TAX" BOX

The "TAX" box appears only on the Agent's and Auditor's coupons of a manual ticket.

There are only two acceptable tax codes: zero "0" or "7.5." Enter "7.5" for domestic travel that is taxable at 7.5%. Enter "0" in the tax box if tax is not applicable.

When tax cannot be calculated as a straight 7.5 percent, enter the actual DOLLAR AMOUNT of the tax(es) collected. DOLLAR amounts must appear in the un-shaded portion of the box and CENTS must appear in the shaded portion. With the new tax tables and varying effective dates for domestic travel taxes, ARC recommends using actual dollar amounts.

Examples

"Tax" Box

"COMM. RATE" BOX

If you entered a commission rate code (percentage) in the "Commission" box, enter the same code in this box. If no commission code applies, leave the box blank.

"Comm.Rate" Box

INTERNATIONAL CODE - X

An International Code "X" is required to identify international sales. The term "domestic air passenger transportation" means air transportation furnished by one or more carriers between points within the United States and/or between the United States and Canada and between points in Canada, only when air transportation is via a point in the United States or on a flight which takes off from and returns to a point in the United States. For this purpose, travel to the United States territories and possessions, such as Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, Midway and Wake Islands, IS NOT considered domestic.

All sales not considered domestic are to be considered International and must be identified by placing an "X" on the document. On manual documents, the international "X" is placed to t he right of the carrier name in the Carrier Validation box.

International Code - X
International Code - S
International Code - XS

Quick Reference Guide to Completion of Manually Issued Tickets

Reference Guide
BOX ENTRY REQUIRED
1 Validate with a ticket validator, stamp, or machine imprinter.
2 This box is completed when an imprinter with a date wheel is used.
3 Validate with plate of ticketing carrier.
4 Enter the passenger’s surname (last name) followed by a slash, the given (first) name, and optionally the title of each passenger. When the given (first) name is not available or there is insufficient space on the ticket, the given (first) name may be replaced by the initials.
5 Enter the passenger’s itinerary. If the ticket includes more coupons than required, enter “VOID” in the unused boxes.
6 If no stopover is allowed, enter an “X” in the “X/O” column preceding the city name.
7 Enter official two-character carrier designator.
8 Enter flight number followed by the applicable class of service code.
9 Enter scheduled date of departure in numeric followed by the first three letters of the month.
10 Enter local departure time.
11 Enter reservation status code.
12 Enter codes representing the fare paid against the applicable segment. The primary code is followed, if necessary, by seasonal and/or fare type codes. Include fare type codes when applicable to individual coupons.
13 Enter passenger type code, e.g. CH, AD if applicable to the entire ticket.
14 Enter the official tour code number in case of an Inclusive Tour or Bulk Inclusive Tour.
15 Enter the earliest return date, if any, in the applicable box for each segment of the itinerary. Do not complete until a confirmed reservation has been entered on the ticket. Enter date by which travel must be commenced/completed for each segment of the itinerary.
16 Enter free baggage allowance as applicable to each segment of the itinerary.
17 Complete fare calculation when required and PFC and ZP breakdowns, if applicable. Complete Fare box (32).
18 Enter applicable fare preceded by the currency code when necessary.
19 Enter the total fare (excluding tax) in the currency collected when payment is in a currency other than that shown in the Fare box or the national currency of the country of sale.
20 Enter amount(s) of tax(es).
21 Enter sum of fare and tax(es), fee(s) or charge(s) in the currency collected.
22 Enter appropriate form of payment code. When issuing a ticket in exchange, even exchange or exchange with refund, show form of payment code identical to that of the original document. For credit card sale or additional collection, follow the instructions on page 26 of this section.
23 Enter the city codes when tickets are issued in conjunction or in exchange. Enter the International Sale Indicator (optional) - SITI, SITO, SOTI, SOTO - following the city codes.
24 Enter the Record Locator Number for the Passenger Name Record (PNR).
25 Enter document number(s) of all tickets issued to cover passenger’s complete itinerary.
26 Enter form and serial number of document being exchanged.
27 Enter number of the original document and place and date (including year) of issue. Enter agent’s numeric code (if any) of the original document.
28 Use for endorsing ticket, recording special ticket restrictions/information showing requested flight when necessary.
29 Enter either the dollar amount or the commission code (percent) of commission earned.
30 Enter the applicable code or the actual DOLLAR AMOUNT of the tax(es) you have collected. Enter the dollar amount whenever taxes other than the US Domestic Transportation Tax are included.
31 Complete this box only if you entered an acceptable commission code in the commission box (29). Do not enter a code if you entered a dollar amount in the commission box (29).
32 Add the fare(s) in the Fare Calculation Ladder (17) and enter the total.

Issuing a Prepaid Ticket Advice (PTA)

General

Note: Be certain that the validating carrier accepts PTAs before issuing the ticket.

The standard Prepaid Ticket Advice (PTA) for agents is an authorization that permits issuance of a ticket at a point other than the point of payment. It may involve domestic or international reservations.

The Prepaid Ticket Advice may be used for the prepayment of tickets, excess baggage charges, transportation taxes, and incidentals expenses directly related to the transportation covered by the Prepaid Ticket Advice, but must not be used for the transmittal of funds only.

A Prepaid Ticket Advice may not be used for the ticketing of local passengers unless there is less than 24 hours (excluding Saturday, Sunday, and federal or state legal holidays) between the time the reservation was booked and the scheduled departure time of the passenger's originating flight.

Rules

Call the local reservation office of the carrier through which the reservations were confirmed, giving the following information:

Collections

If over collection is discovered, or if only part of the PTA is used, a refund covering the difference must be sent by the issuing carrier to the agency, including a statement of the reason for the partial utilization.

In a case of under collection by the agency, the carrier's ticketing office must either collect the difference due directly from the passenger, or request additional collection from the agency.

Cancellations

In the event cancellation of the PTA is requested by the purchaser, the agency must notify the ticketing carrier. If use of commercial wire is requested by the purchaser, the charges will be prepaid and collected from the purchaser by the agency.

If the purchaser requests cancellation after the ticket has been issued, and the ticket is not available to the ticketing carrier, the carrier will advise the agency. The purchaser must be advised that any further attempts to recover the ticket must be between the purchaser and the passenger.

Incoming International PTA's

International carriers are often permitted to refer PTA's, paid for in a foreign country, to agents for ticketing with commissions allowed. Use the code "PT" preceding the actual form of payment entry in the Form of Payment box of the ticket being issued.

When reporting this transaction, a REN must be completed referencing the PTA number of the document originally issued overseas, in the boxes marked "OLD TICKET NUMBER" on the REN.

Reporting

You must report the PTA in the current report period; you cannot voi d or rescind the PTA after it has been called in to the carrier. Unless otherwise instructed by the validating carrier, the Control/Reservation Coupon must be stapled to the Auditor's Coupon of the PTA and included with the weekly sales report for the current period.

You should remind your clients that once a PTA has been called in, it cannot be refunded immediately because an "Authority to Refund a PTA" is required from the carrier.

Illustration of Domestic Prepaid Ticket Advice

Illustration Of Domestic Prepaid Ticket Advice

How to Complete Each Box of a PTA

Each box of the PTA is explained, illustrated, and completed with an example. The examples, while adequate to demonstrate the basic principles of completing a PTA, do not cover every possibility. The boxes are shown larger than normal for illustration purposes. Each box is addressed separately, and the information entered in one box on a page is not necessarily related to any other information entered in other boxes.

"DATE OF ISSUE," "PLACE OF ISSUE," and "ISSUED BY" BOXES

Select the proper airline identification plate and then follow these steps:

Remember, a document is not valid unless it has been properly validated.

"ISSUE TO PASSENGER NAME(S):" BOX

Enter the passenger's surname (last name), followed by a slash, the given (first) name and optionally the title. When the given (first) name is not available or there is insufficient space, the given (first) name may be replaced by the initial. The name field must be truncated (shortened) if necessary to include any required special purpose codes. (i.e., "UM" "CHD")

"Issue to Passenger Name(s)" Box

"ADDRESS" BOX

Enter the passenger's full address.

"Address" Box

"PHONE NO." BOX

Enter the passenger's telephone number, complete with the area code.

"Phone No" Box

"ROUTING/FARE BASIS/RESERVATION DATA" BOX

Enter flight, class of service, date, three-letter city codes of itinerary, and status of reservations using standard reservation status codes.

"Routing⁄Fare Basis⁄Reservation Data" Box

If PFC's and/or combined taxes are shown in the "TAX" boxes, also enter tax detail.

The airport to which the PFC applies and an amount indicator reflecting the dollar amount collected must be shown in the "ROUTING/FARE BASIS/RESERVATION DATA" box. Enter the code "XF" followed by the airport code, in itinerary order, and the amount indicator for each airport for which the PFC has been collected, as in this example:

"Routing⁄Fare Basis⁄Reservation Data" Box

Detail the combined taxes/fees charges at the end of the "ROUTING/FARE BASIS/RESERVATION DATA" box. When combined taxes/fees/ charges amounts are to be detailed in the "ROUTING/FARE BASIS/RESERVATION DATA" box, follow the entries in the "ROUTING/FARE BASIS/RESERVATION DATA" box with the code "XT" and enter the individual amounts in the currency of payment preceded or followed by the appropriate two-letter code. If a passenger is exempt from a normally applicable tax/fee/charge, "EXEMPT" preceded or followed by the applicable ISO country code or a Special Fees and Charges Code may be entered.

"Routing⁄Fare Basis⁄Reservation Data" Box

"REMARKS:" BOX

Indicate "Refundable to Purchaser Only".

"Remarks" Box

"TOUR CODE" BOX

If applicable, enter "IT" for Inclusive Tour or "BT" for Bulk Inclusive Tour plus the Official Tour Code. On tickets for US military groups traveling under a Commercial Air Movement (CAM), enter "GF-CAM" plus the CAM number; e.g., GF-CAM4795.

"Tour Code" Box

"COMMISSION" BOX

The "COMMISSION" box appears only on the Agent's and Auditor's coupons of a PTA.

The rate of commission to be applied to a ticketing transaction is determined and authorized by the carrier named as the "ticketing carrier." Only the ticketing carrier's commission rules and rate can apply to the total value of the ticket, even though other carriers may participate in the routing.

Commission may be written as a rate (percentage of fare) or as a dollar amount. For commission entered as a rate, only the following codes are acceptable in the COMMISSION box when authorized by a carrier:

0 5.5 10.5 15.5 21 31
1 6 11 16 22 32
1.5 6.5 11.5 16.5 23 33
2 7 12 17 24 34
2.5 7.5 12.5 17.5 25 35
3 8 13 18 26 36
3.5 8.5 13.5 18.5 27 37
4 9 14 19 28 38
4.5 9.5 14.5 19.5 29 39
5 10 15 20 30 40

When commission is written as a rate, the appropriate code should be written in the shaded portion of the COMMISSION box. When a code with a decimal is used, show only one decimal place (tenths - 10.5) NOT two decimal places (10.50); otherwise, you may receive a $10.50 commission instead of the correct 10.5%. For example:

"Commission Rate" Box

When a commission rate is in excess of 40%, the value cannot be entered as a straight percentage in the COMMISSION box and instead must be calculated and entered as an actual dollar amount. DOLLAR amounts must appear in the un-shaded portion of the box and CENTS must appear in the shaded portion. For example:

"Commission Rate" Box "Commission Rate" Box

Note: The maximum commission that can be processed on a single transaction cannot exceed $99,999.99.

"TAX" BOX

The "TAX" box appears only on the Agent's and Auditor's coupons of a manual ticket.

There are only two acceptable tax codes: zero "0" or "7.5." Enter "7.5" for domestic travel that is taxable at 7.5%. Enter "0" in the tax box if tax is not applicable.

When tax cannot be calculated as a straight 7.5 percent, enter the actual DOLLAR AMOUNT of the tax(es) collected. DOLLAR amounts must appear in the un-shaded portion of the box and CENTS must appear in the shaded portion. With the new tax tables and varying effective dates for domestic travel taxes, ARC recommends using actual dollar amounts.

"Tax" Box

"PURCHASER NAME", "ADDRESS" and "PHONE NO." BOXES

Enter the purchaser's full name, address and telephone number, including area code.

"Purchaser Name", "Address" and "Phone No." Boxes

"TICKETS TO BE ISSUED BY" BOX

Enter the complete name of carrier and location (city and state or country) where PTA is to be honored.

"Tickets Issued by" Box

"FARE" BOX

Enter the amount of the fare (excluding tax/fee/charges) for the complete itinerary. Show the fare in the currency of the country of commencement of travel, unless otherwise provided by applicable currency regulations. Precede the amount with the applicable three-character currency code unless transportation is entirely within the country of sale or wholly between the United States and Canada.

"Fare" Box

"US TAX" BOX

Enter amount of 7.5% US Ticket Tax or the International Arrival and/or Departure taxes, if applicable.

"US Tax" Box

"OTHER TAX" BOX

Enter amount of taxes/fees/charges, if any (identifying currency code is not necessary). If the taxes/fees/charges are for a country other than the one in which the ticket is issued, precede or follow the amount by the two-character ISO country code or the applicable Special Fees and Charges code which identifies the tax/fee/charge. Taxes applicable to a single country may be combined into one amount using XT-Combined Tax. If there are insufficient tax boxes to list all taxes separately, then combine them into XT taxes. You must explain all taxes included in the XT(s) - use the Fare Calculation area to list the taxes.

EXCEPTIONS: The following taxes/fees/charges must always be identified separately on a ticket by the applicable Special Fees and Charges Code:

If a tax/fee/charge for more than one country applies, show each tax/fee/charge separately in the tax boxes. If a passenger is exempt from a normally applicable tax/fee/charge, "EXEMPT," preceded or followed by the applicable ISO country code or Special Fees and Charges Code, may be entered. XF and XT must be broken out.

When one or more Passenger Facility Charge (PFC's) apply, enter in the "TAX" box the total PFC amount collected preceded or followed by the code "XF".

"Other Tax" Box

If there are not enough tax boxes on the ticket to accommodate all tax/fee/charge entries, combine as many amounts as necessary into one amount. Enter the combined amount preceded or followed by the code "XT" in the OTHER TAX box.

"Other Tax" Box

"OTHER FUNDS" BOX

This is where additional funds may be entered that are being prepaid for the passenger who will be collecting the ticket. Remember, additional funds may not be charged to credit cards.

"Other Funds" Box

"PTA TOTAL" BOX

Enter the total amount of the PTA (fare plus tax). Do not include service charge.

"PTA Total" Box

"EQUIV. AMT. PD." BOX

Enter the equivalent amount paid, followed by the currency code if the payment is made in a currency other than that shown as the fare amount, or if payment is in a currency other than the national currency of the country of sale.

"Equiv. Amt. Pd." Box

"SVC. CHARGE" BOX

Enter the applicable service charge amount preceded by the Special Fees and Charges Code "XP". Service Charges for PTA's are determined by the validating carrier.

"Svc. Charge" Box

"TOTAL" BOX

Enter the total amount collected including all taxes, other funds, and service charges.

"Total" Box

"CURRENCY" BOX

Enter appropriate IATA currency code if the PTA is paid for in currency other than US currency. Since only US currency may be accepted in the United States as a form of payment, this box will usually be left blank.

"Currency" Box

"RATE OF EXCH." BOX

Enter the applicable Bank Exchange Rate.

"Rate of Exch." Box

"ISSUED IN EXCHANGE FOR" BOX

When a ticket is being issued in exchange for another ticket or document (e.g., MCO), enter the airline form and serial number of the ticket/document that is being exchanged.

"Issued in Exchange for" Box

"DATE/PLACE ORIGINAL ISSUE" BOX

Enter the date of issue, the place (airport/city code), and the form and serial number of the ticket(s) being exchanged. If the document being exchanged is not the original ticket, bring forward all information shown in the "ORIGINAL ISSUE, CARRIER FORM AND SERIAL NUMBER, PLACE, DATE, AGENT'S NUMERIC CODE" box of the exchanged document.

"Date⁄Place Original Issue" Box

"COMM. RATE" BOX

If you entered a commission rate code (percentage) in the "Commission" box, enter the same code in this box. If no commission code applies, leave the box blank.

"Comm.Rate" Box

"FORM OF PAYMENT" BOX

If payment is by Cash or Check, enter the word "CASH" or "CHECK" in the Form of Payment box. The word "check" may be followed by the account number of the check, if desired.

If payment is by Credit Card, enter or imprint the two-letter alpha credit card designator and the complete credit card number, followed by an "A" and the approval code. For extended payments, enter the letter "E" and circle it in the lower left-hand corner of the "Issued By" carrier validation box.

When a document is being exchanged for another document, enter the form of payment indicated on the original document. If the exchange transaction results in an additional collection to cash, enter the original Form of Payment code, plus A/C for "Additional Collection," followed by the Form of Payment code appropriate to the additional collection, and the amount. If the exchange results in an additional collection to credit, enter "A/C" for Additional Collection, followed by the two letter alpha credit card designator and the complete credit card number, followed by the additional collection amount, followed by an "A" and the approval code.

"Form of Payment" Box

Refunding a PTA

Once a PTA has been called into the carrier, it cannot be voided. The transaction is fully controlled by the carrier, therefore, the following conditions will apply:

When a Carrier authorizes you to refund a PTA on behalf of your client, the Carrier will issue a standard form titled "Authority to Refund Prepaid Ticket Advice." The carrier will send this form to you to use as authorization to enter the PTA refund into your weekly IAR Sales Report. Please retain the Authority to Refund PTA form for your records. Further details on the refunding of PTA's may be found in Section 6 of this Handbook "Refunds & Exchanges".

Notices and Conditions Forms

See Section 11 of this Handbook for a sample copy of the Notices and Conditions forms required by law to be provided to the passenger You may fax or mail these pages to your client in addition to the customer specific information (Passenger Receipt) required by the federal government. If you can't provide them, your client will receive the terms & conditions from the carrier.

Instructions for Electronic Ticketing

Electronic Ticketing (ET) refers to a method of selling air/rail transportation without the issuance of paper flight coupons to the passenger.

An electronic "ticket" is created at the time of sale. At this point, the electronic ticket will be maintained within the ticketing carrier's Electronic Ticketing Database. All refunds, exchanges, and voids for an electronic ticket, therefore, must be performed and initiated in the carrier's electronic ticketing database.

Only agencies using ATB stock are eligible to participate in Electronic Ticketing. Agencies will book and sell ET sales via their GDS. Carriers will provide the GDSs with data regarding flights for which ET is an option. A ticket will be "ET Eligible" only if ALL segments are deemed by the carrier to be available for ET. If ET is available for the requested routing the GDS will either default to an ET or allow the agent to choose an ET. The GDS will pass a ticketing message to update the carrier's electronic ticket database, and the GDS will print the Charge Form (if applicable), and Passenger Receipt on ATB ticket stock. The agency will then report the transaction in the weekly IAR report with its other non-ET transactions.

How Do I Sell an Electronic Ticket (ET)?

  1. Make a reservation and if the itinerary is ET eligible, the GDS will provide a message. If your client wishes to have an electronic ticket, you can indicate this and initiate ticketing per the GDS instructions. Keep in mind that your GDS may automatically default to an electronic ticket.
  2. Ticketing the itinerary will generate an electronic ticket. When this document prints, only the Passenger Receipt and Charge Form (if applicable) will print. No auditor's or flight coupons will print. An indicator "ETKT" will appear in print line two of any printed ATB documents.
  3. A confirmation number will be provided via the GDS that may be the ticket number, record locator number, or some other such number. You need to pass this number to your client as it may be requested at the airport at the time of boarding.
  4. In addition, the government requires that you provide your client with reservation information, which includes passenger name, flight numbers, dates, times, cities, reservation status, fare breakdown including required tax information, and any additional endorsements and restrictions. This information can usually be found on the printed Passenger Receipt. In addition, all the notices and conditions required upon issuance of a paper ticket should also be provided to your electronically ticketed passengers in writing, no later than check-in for the first flight on their itinerary. If your client is not in your office, you can mail, fax or e-mail this information.

Code-Share Services

When a ticket involves code-share services, you must identify the transporting carrier by its corporate name or any other name under which that service is held out to the public in any schedules that you publish to passengers, any oral communications with passengers during the sales transaction, and in an itinerary provided to the passenger confirming the ticket transaction.

Additionally, when the ticket involves code-share services, a notice must be included in any itinerary sent to the passenger, or, if no itinerary is sent, in a separate written notice provided to the passenger at the time of ticketing as in this example:

IMPORTANT NOTICE: Service between XYZ City and ABC City will be operated by Jane Doe Airlines d/b/a QRS Express.

Section 5: Interactive Agent Reporting (IAR)

What is Interactive Agent Reporting?

Interactive Agent Reporting (IAR) is the electronic sales reporting system developed, owned and operated by the Airlines Reporting Corporation (ARC). The IAR reporting system was introduced in January 1997 and, at that time, contained the functionality for reporting straight sales, debit memos, credit memos, and Recall Commission Statements. In 1998, refunds, exchanges, and agent automated deductions (AADs) were added to the IAR reporting system. In mid-2005, IAR was upgraded to a web-browser based version that takes advantage of web technology, making the system very intuitive, easy to use and more secure.

Security Features

ARC is strongly committed to ensuring that IAR is a secure system and only available to those users who are authorized to view and/or access transactional data. Therefore, IAR is an ARC Tool that's accessible only from My ARC, which which is a secured area of ARC's Corporate Web site and requires a My ARC account for access. Among other tasks, your agency's My ARC Primary Administrator creates and deletes IAR user accounts and IAR Administrators for your agency. My ARC is your centralized access point to a growing list of tools and resources, encompassing a single sign on. In addition, IAR uses industry standard web security and like all ARC systems is protected by firewalls and internal security controls. Please see Section 3 of this Handbook for information about My ARC.

Data Security - Credit Card Masking

In both IAR and the Back Office System (BOS) file the functionality exists to mask the credit card numbers in the Form of Payment and Fare Calculation fields. The purpose of this function is to comply with the Payment Card Industry (PCI) standards, ARC's Corporate Security Guidelines and to better protect transactional data.

In IAR:

In BOS files:

The masking of credit card numbers is managed by your agency's IAR Administrator. IAR Administrators are able to turn the credit card masking feature on and off by username for IAR and by organization for BOS files.

In addition to credit card masking, the IAR User Administration functionality allows IAR Administrators to modify the user profiles of their authorized users as well as for themselves. Users with a BOS File Table user role are able to download BOS files.

IAR Report Processing

ARC's processing week is Monday through Sunday, with the period ending date (PED) being the Sunday date. Although agents submit their sales reports on a weekly basis, ARC supplies transactional data to the carriers throughout the sales week. Transactional Data may be reviewed by ARC or the Carrier at any time during or after the sales week.

Each System Provider (GDS) provides ARC with daily data files called System Providers Reporting Files (SPRF) that contain data for transactions (sales, refunds, exchanges, etc.) issued by agents on ARC Traffic Documents. These files are loaded into the IAR Sales Reports the day after the sale or transaction is issued by the agent. The Agent has one-business day after the date of issue to void or modify the transactions in IAR. After the void/modify window has passed the agents can no longer void or modify the transactions in IAR.

Data relating to sale and transactions will be available to carriers one day after the one business day void/modify window has closed. For example, the data relating to transactions issued on Monday and Tuesday are available for output to the carrier on Thursday, Wednesday sales are available on Friday, etc. All other transactions (Exchanges, Miscellaneous Charges Orders, and Carrier Adjustment Memos) are available for output at the end of the sales week and included with data output for Sunday's sales.

In addition:

  1. Commissions on a sales transaction cannot be modified after the void/modification window has closed.
  2. In the case of an exception transaction that cannot be submitted through IAR, the agent must report the transaction directly to the validating carrier and not to ARC.
  3. A transaction that contains an error will automatically move or roll over to the next open sales report. The agent should make sure that errors in transactions are corrected in the next sales report.
  4. Error transactions in a sales report that has not been reported will roll over to the next open sales report. Errors cannot be corrected in the unauthorized sales report and must be corrected in the next open sales report.
  5. Transactions received from the GDSs will be loaded into the sales report PED in which they were issued even if that sales report has been authorized early prior to the authorized deadline.
  6. Transactions loaded into a sales report that has been authorized prior to the authorized deadline may result in a shortage in the authorized net remittance. To avoid this result, the agent may reverse the authorization of the sales report and reauthorize it to prevent a shortage from occurring.

Error Message Display

IAR displays error messages within a transaction when a condition occurs that cannot be processed. These error messages are clearly visible (in red). In addition, the messages are written so that the user is able to easily determine what entry contained the error and what steps need to be taken to fix the error.

Useful Communication Resources

It is important for you to have a method of contacting ARC should the need arise. The following sections contain important numbers and resources available to you.

How ARC Communicates with You

The TAC (Travel Agent Communication) message is published on a weekly basis on ARC's Web site at: www.arccorp.com under Resources. In addition, agents may choose to register for e-mail notification of each TAC message by completing a ARC Communication E-Mail Profile at: https://www.arccorp.com/communication/index.jsp. Please ensure that the appropriate person(s) in the agency regularly reads the TAC for important information.

Online HELP

Online HELP is available in IAR. After signing in to IAR, access help by clicking on the global HELP header from any IAR screen. Online HELP will display step by step instructions on how to perform tasks.

ARC's Web Page

Visit the ARC Corporate Web site at www.arccorp.com and click the Customer Support tab. Under Product Support, select IAR from the Product list and you can then choose from a variety of online IAR resource options, among other ARC related topics.

ARC's Customer Care Center (CCC)

ARC's Customer Care Center (CCC) is available to assist you with any IAR or ARC related issue or question. Our Customer Care Center operates 9:00am - 9:00pm ET (Monday and Tuesday) and 9:00am - 7:30pm ET (Wednesday through Friday). You may reach the CCC at +1 855.816.8003. If you are located in Puerto Rico, please call 1.800.328.0032. You can also reach us via email at CCCHelp@arccorp.com.

Back Office Reconciliation

Although a back office accounting system (BOS) is not necessary to use IAR, we offer an optional BOS tool that can provide a file of transactional information for use with your back office system. This file can be used to identify differences in transaction data between the IAR Sales Report and your back office. Contact your BOS vendor or click on "Back Office System" or "BOS User Guide" on the ARC web site (www.arccorp.com) under Customer Support, then Product Support, then select IAR for more information. Note: An overview of how to use BOS in IAR can be found at https://www.arccorp.com/forms/bos_user_guide.pdf.

ARC Document Types and Their Usage in IAR

ARC Automated Ticket and Boarding Pass

ARC provides Automated Tickets and Boarding Passes (ATBs) to ARC-accredited entities. ATB stock is an automated paper ticket in which each coupon is imprinted individually as required. Tickets are issued and printed on ATB stock using a GDS. The GDS sends that ATB ticket information overnight to ARC and is available in IAR the following day. The data for tickets issued on ATBs may also be manually entered into IAR.

ARC Electronic Ticketing (E-ticket)

Electronic Ticketing refers to a method of issuing tickets without printing or issuing paper flight coupons to the passenger. The E-Ticket is issued electronically with an accountable ARC ticket number. An e- ticket is created at the time of sale and the transactional data relating to the E-Ticket is maintained in the ticketing carrier's database. All E-Ticket transactions are issued using a GDS. The GDS sends that E-Ticket information overnight to ARC; it is available in IAR the following day. In most cases, voiding E-Ticket directly in IAR also updates the carrier's electronic ticket database. The data for transactions issued on E-Tickets may also be manually entered into IAR.

Other Document Types

ARC Automated Miscellaneous Charges Order (MCO)

An Automated Miscellaneous Charges Order (MCO) is automatically added to IAR via the GDS. All GDSs have functionality to issue automated MCOs and the MCO transactional information is sent overnight from the GDS to ARC where it is made available in IAR the following day. All automated MCO transactions are issued using a GDS which sends that information overnight to ARC where it is made available in IAR the following day. Automated MCOs may also be manually entered into IAR.

Electronic Miscellaneous Document (EMD)

An Electronic Miscellaneous Document (EMD) is a new document type to support the industry's efforts to go paperless. It is designed to be an electronic replacement of remaining miscellaneous and paper documents (MCOs, Tour Orders, and PTAs). Each EMD may consist of 4 coupons and can be conjunctive (up to 16 segments like an E-ticket). Each EMD coupon provides a passenger service.

There are two types of EMDs: an EMD-S (Standalone EMD) which is used independently of a ticket for services such as ground transportation, deposits and residual value; and an EMD-A (Associated EMD) which must reference an E-ticket issued In Connection With the EMDA. Each EMDA coupon is linked to one flight coupon of a ticket and is considered used once the associated ET flight coupon is used.

Carrier Issued Documents

The marketing of airline transportation includes a variety of carrier issued certificates and vouchers. These documents can be used for a variety of purposes and come in a wide range of formats and appearances. For IAR processing purposes the two basic types are:

Type A Certificates

A Type A Certificate is a carrier issued certificate giving authorization to issue a ticket at a reduced fare. It is processed through IAR as a regular sale (straight sale) - not as an exchange. When the sale is issued, the certificate number should be included in the endorsements/restrictions field using the proper GDS format to ensure that the transaction can be automatically loaded to the IAR Sales Report with the certificate information.

If the carrier instructions on your certificate indicate the transaction should be handled as a Type A certificate, then it is included as a regular sale and should not be treated as an exchange. The transaction should be issued as a sale and the certificate number should be included in the endorsements/restrictions field using the proper GDS format to ensure that IAR can accurately include the certificate in the transaction.

Type B Vouchers

A Type B Voucher carries a specific monetary value and is carrier authorization to apply that document value as partial payment on a new ticket. The new ticket is issued as an exchange.

ARC recommends you write the new ticket number of the ticket issued using the certificate on the face of that certificate, which should then be retained for your records. This will assist you in documenting the transaction in the event that ARC or the carrier inquires about the transaction. A copy of the agent's coupon for each transaction is available in the ARC Document Retrieval Service (DRS). Please note: a carrier's document retention requirement may differ from ARC's document retention requirements.

Other Documents used for Transactions in IAR

Universal Credit Card Charge Form (UCCCF)

ARC no longer requires agents to include Universal Credit Card Charge Forms (UCCCF) in the weekly sales report. However, ARC recommends that agents should obtain credit card imprints and cardholder signatures on a manual UCCCF for all transactions that are paid for with a credit card and maintain copies of these documents. Following this procedure, in addition to obtaining a valid authorization/approval code, may afford travel agents the best protection in the event of a credit card charge back. Please see Section 6 (Credit Card Acceptance Procedures, Credit Card Chargeback Policy, and Risk Management Best Practices) of the IAH for more details on credit card sales.

Government Transportation Request (GTR)

A Government Transportation Request (GTR) is a U.S. Government form that is used for authorizing official government travel. Federal policy restricts government agencies from purchasing air transportation from an agent unless under the terms of a specific contract. The policy for acceptance of a GTR as a form of payment or remuneration is individually administered by each validating carrier.

In IAR, regardless of whether the reimbursement is directly from the government or from the carrier, a GTR must be processed as a cash transaction.

Travel Agency Service Fee (TASF)

A Travel Agency Service Fee (TASF) transaction is a document issued by a travel agent to charge a customer for services provided. All GDSs are equipped to issue an automated TASF document. The data pertaining to a TASF transaction is sent each day to ARC where it is made available in IAR the following day. TASFs may also be created in ARC's Agent's Choice tool which will also automatically be sent to IAR. TASFs may also be manually entered into IAR in the rare event the document is not received from the GDS or Agent's Choice.

For information on how to issue a TASF in the GDS, please check the Help pages in your GDS system. For more information on Agent's Choice, visit the Agent's Choice homepage on ARC's corporate web site or click here.

Refund/Exchange Notice (REN)

The Refund/Exchange Notice (REN) was a document designed to simplify and support the manual reporting of refunds and exchanges in the old paper weekly sales report. Prior to IAR, each refund or exchange was required to be submitted with an accompanying REN. Now that IAR has automated the sales report settlement process, the REN document is no longer required but is still available to agents choosing to use it for their own internal documentation purposes.

Adjustments to the Sales Report

Agent Automated Deduction (AAD)

An Agent Automated Deduction (AAD) allows an agent to correct a monetary discrepancy in a previous IAR sales report, up to a maximum of $25.00, in a subsequent IAR sales report (but only if the discrepancy occurred within the previous 12 weeks). In addition, a separate AAD is required for each discrepancy and only one AAD can be applied to a transaction. AADs can only be created directly in IAR.

Debit Memo

A Debit Memo is a carrier-generated document transmitted from a carrier to a travel agency for payment of an obligation. There is no dollar limit placed on a Debit Memo. Although IAR can reference up to 14 individual ticket numbers on a single debit memo, a carrier may issue a single debit memo to cover many more individual ticket numbers than the IAR limit of 14.

Most carriers participate in ARC Memo Manager which provides an easy way for ARC participating travel professionals and carriers to electronically process and settle memos. This application allows processing of all memos, two-way communication, and electronic payments through IAR. For more information on ARC Memo Manager, visit the ARC Memo Manager information page on ARC's corporate web site or click here. (https://www.arccorp.com/solutions/memo-manager-agencies.jsp)

An Agent may also manually enter a Debit Memo in the IAR sales report. If separate Debit Memos have the same document number, you cannot enter both into the same IAR Sales Report. One of the "like numbered" documents must be entered into the following week's IAR sales report.

Credit Memo

A Credit Memo is a carrier-generated document transmitted from a carrier to a travel agency authorizing a deduction by the Agent in their IAR sales report of a specified dollar amount. There is no dollar limit placed on a Credit Memo. Although IAR can reference up to 14 individual ticket numbers on a single credit memo, a carrier may issue a single credit memo to cover many more individual ticket numbers than the IAR limit of 14.

Most carriers participate in ARC Memo Manager which provides an easy way for ARC participating travel professionals and carriers to electronically process and settle memos. This application allows processing of all memos, two-way communication, and electronic payments through IAR. For more information on ARC Memo Manager, visit the ARC Memo Manager information page on ARC's corporate web site or click here.

An Agent may also manually enter a Credit Memo in the IAR sales report. If separate credit memos have the same document number, you cannot enter both into the same IAR Sales Report. One of the "like numbered" documents must be entered into the following week's IAR sales report.

Recall Commission Statement

A Recall Commission Statement is a carrier-generated document issued to a travel agency as a means of recovering commission claimed by the agency. Although IAR can reference up to 14 ticket numbers on a single recall commission statement, a carrier may issue a single recall commission statement to cover many more individual tickets than the IAR limit of 14.

Most carriers participate in ARC Memo Manager which provides an easy way for ARC participating travel professionals and carriers to electronically process and settle memos. This application allows processing of all memos, two-way communication, and electronic payments through IAR. For more information on ARC Memo Manager, visit the ARC Memo Manager Information page on ARC's corporate web site or click here.

An Agent may also manually enter a Recall Commission Statement in the IAR sales report. If separate Recall Commission Statements have the same document number, you cannot enter both into the same IAR sales report. One of the "like numbered" documents must be entered into the following week's IAR sales report.

Voiding Transactions in IAR

Note: The timetables for voiding and modifying transactions are subject to change or modification.

GDS Voids

Currently, transactions must be voided in the GDS by 11:59 PM local time one business day following the date of issue. If a transaction is issued on a Friday, Saturday, or Sunday, it must be voided in the GDS by 11:59 PM local time on Monday. Note that the next day GDS void window applies to all transactions. Therefore, straight sales and refunds become non-modifiable after the void window closes. However, modifications may be made to the following transaction types until the sales report submission deadline: Exchanges, MCOs, AADs, and Adjustment Memos (Debit Memos, Credit Memos and Recall Commission Statements).

IAR Voids

All transactions loaded into IAR from the GDS must be voided by 11:59 PM Eastern Time on the first business day after the issuance of the sale. All transactions manually entered into IAR must be voided by 11:59 PM Eastern Time of the same day the transaction is manually added into IAR.

Voiding Electronic Tickets (E-tickets)

In most cases, a void of an E-ticket performed directly in IAR updates the carrier's E-ticket database. When an agent voids an E-ticket in IAR, ARC sends a real-time message to the ticketing carrier's E-ticket database requesting permission to void the E-ticket. The carrier determines whether or not the E-ticket can be voided. If the E-ticket can be voided, the carrier sends a confirmation message back to ARC, along with an Electronic Settlement Authorization Code (ESAC), verifying that the E-ticket has been voided in the carrier's database and displays a void confirmation message back to the agent in IAR. If the E-ticket cannot be voided, the carrier denies the request in a response message and a message is displayed back to the agent in IAR that the E-ticket cannot be voided.

This E-ticket void functionality helps maintain synchronization between IAR and the carrier's e-ticket database and decreases the number of debit memos issued by carriers that occur as a result of e-tickets being voided in IAR. ARC recommends that the safest and most effective way to void an e-ticket is to use the void procedures established by your GDS. Voids performed in your GDS will occur in IAR overnight and may be viewed in your IAR sales report the next day.

Note: While most carriers support voids of E-ticket sales transactions performed directly in IAR, not all carriers support this method of void.

Voiding Credit Card Sales

Credit card sales can be voided in two ways:

GDS - Electronic Credit Card Billing (ECCB) Void Format

Sales made through a GDS do not appear in IAR until the day after a ticket is issued. In order to avoid the posting of a charge to the cardholder's credit card statement, the GDS ECCB void format must be completed on the same business day as the sale. Agents can use the GDS's ECCB format to void a transaction until 11:59 PM local time one business day following the date of issue. If a ticket is issued on a Friday, Saturday, or Sunday, it must be voided in the GDS by 11:59 PM local time on Monday. GDS voids performed the day after the ticket is issued will create a credit reversal that is sent to the credit card contractor and the void appears in the IAR sales report the next day.

IAR Void Format

Voiding a credit card sale in IAR removes the sale from the sales report and sends a credit reversal to the credit card contractor. Since a sale does not appear in IAR until the next day following the issuance of the transaction, the cardholder is billed if a GDS ECCB void is not done on the same day as the sale. When the IAR void format is used, the ticket is immediately updated in the sales report with a void status code of "V" in IAR list displays. In addition, when a transaction is voided it is included on the IAR void file the next day for inclusion in the ECCB process.

Error Correction

Transaction errors and discrepancies in your IAR report should be corrected every day, and definitely prior to the sales report is authorized/submitted for processing. IAR identifies transactions with specific errors and lists them in an error list with an error status code of "E" on IAR list displays. If the error is not corrected within the sales period in which the sale is issued, the transaction automatically moves or rolls to the following week's sales report. If errors are not resolved in the required time frame, ARC will take action as appropriate. Such transactions will be updated in the IAR sales report with a dual out of period and error status code of "OE".

Reconciling the IAR Sales Report

ARC recommends that the IAR sales report be reconciled on a daily basis. The sales report should have a final reconciliation performed prior to sales report authorization/submission. The following steps will facilitate this process:

Authorizing and Submitting the Sales Report

Once you have verified and reconciled the report, you may authorize and submit it. The ability to authorize/submit the sales report is reserved only for those agents with an IAR User Role that includes access to the authorize/submit function. The IAR Sales Report must be authorized and submitted no later than midnight Tuesday Eastern Time following the sales reporting period ending date (PED). If Monday or Tuesday is an ARC- recognized holiday, the report should be submitted no later than midnight Wednesday Eastern Time.

Once the Sales Report is authorized and submitted, IAR displays a confirmation screen back to the authorizing agent that lists the date and time of authorization/submission as well as the sales report confirmation number. Agents are required to maintain a record of this confirmation of the Sales Report. Agents shall comply with all ARC and individual carrier rules and instructions concerning the submission and retention of supporting paper documentation for each sales report as communicated to the agent by ARC or the carrier. Electronic receipt of the authorized sales report allows ARC to draft the agency's bank account for the net remit amount. The agency's bank account is debited or credited 5 days after the PED.

Recalling a Submitted Sales Report

An IAR sales report that has been authorized and submitted may be recalled up until the sales report submission deadline. Once the submission deadline has passed, a submitted sales report can no longer be retrieved. If for any reason you did not authorize by the submission deadline and then authorize/submit, that sales report may not be recalled or reversed.

Authorizing IAR "No Sales" Report

If an IAR Sales Report does not contain any transactions (no activity) and has not been authorized/submitted by the normal Tuesday at 11:59pm Eastern Time (ET) deadline (or Wednesday at 11:59pm ET during a week with an ARC-recognized Monday holiday), ARC will automatically submit a "No Sales" report on your behalf. Note: this will only occur if the IAR Sales Reports for previous PEDs which did contain transaction have already been authorized and submitted. All financial information on the Authorize and Submit screens of a "No Sales" report will reflect $0.00.

Exception Transactions

Exception transactions are transactions that cannot be processed by IAR (such as refund or exchange documents more than 13 months old, exchanges with old documents issued from a non-affiliated travel agency, etc). Any transaction that cannot be processed in IAR must be reported directly to the validating carrier for handling. For a list of carrier addresses, please see Section 1 of the IAH.

Sales Report Storage and Retention Requirements

Document Storage and Retention Procedures

Document Type Storage
Universal Credit Card Charge Form Retain UCCCFs for at least two years with agent coupon of transaction to which it relates.
Miscellaneous Support Documents
  • WV - Waiver
  • LT - Lost Ticket Application
  • DE - Death Certificate
  • DR - Doctor's Note
Invalidate by:
  • Drawing diagonal line from bottom left corner to top right corner.
  • Writing the word "USED" along the diagonal line.
  • Writing the associated ticket number on the document and/or printing an agent coupon copy to retain with the document.
Refunded Flight Coupons for Paper Tickets Invalidate by:
  • Writing the word "REFUND" across each refunded coupon.
Type A Certificates Invalidate by:

  • Drawing diagonal line from bottom left corner to top right corner.
  • Writing the word "USED" along the diagonal line.
  • Writing the associated ticket number on the document and/or printing an agent coupon copy to retain with the document.
Type B Vouchers and Exchanged Flight Coupons for Paper Tickets Invalidate by:
  • Writing the word "EXCHANGE" across the voucher or flight coupons.
  • Writing the associated ticket number on the document and/or printing an agent coupon copy to retain with the document.

Accessing IAR - Getting Started

IAR Home Page Screen

Upon successful login to IAR the first screen that displays is the IAR Home page screen. This screen shows all available Sales Reports for the ARC number to which the user is authorized access. The default view displays the three most recent sales reports which are:

Home Page Screen

Online Help

Once logged into IAR, online help is readily available. To access online help, click on the global Help header. The global Help header is located on every IAR screen. When you exit online HELP, IAR returns you to the last screen that was entered. This means that you will lose any data that you may have typed on a screen if you did not first enter the screen or transfer from that screen prior to accessing online HELP.

Global Help Header

Close IAR

When your work in IAR is completed, you should terminate your session by clicking the Close IAR link located at the top corner of the IAR Home page screen or the Sales Report screen.

Navigating In IAR

What is Navigation?

Navigation is the term used to describe the process of 'moving around' in IAR. There are two distinct ways to navigate through IAR - within a screen (transaction) and between screens. Navigating within screens is simply having the ability to point and click through the screen. If you are on one field and need to move to the next, simply point your cursor on the new field and click. In addition you can use the Tab button to move between fields should you prefer.

The second method of navigation in IAR is moving between screens. In this area, IAR utilizes Global Headers, Global Footers and Navigation Buttons. Global Headers are a set of main links that appear on every page of the application and allow the user to get to the main sections of the application quickly and easily. Global Footers, (like Global Headers), are another set of main links that allow a user to access information concerning ARC's Privacy Policy, Terms of Use, Security Policy, and Help News. In addition the use of navigation buttons allow a user to move between screens as well as view data that is not displayed on a single screen. The navigation buttons are Next, Previous, Move Top, and Move Bottom.

Screen and Transaction Navigation

By taking advantage of web browser based technology, IAR relies on point and click functionality, drop down boxes, buttons and other controls that allow a user to easily navigate through the screens necessary to complete a Sales Report. In IAR, straight sale transaction comprises only 2 screens and an exchange transaction comprises only 4 screens. Note that all navigation logic is determined by document type.

Straight Sale Transactions:

Ticket Sale Default Navigation Screens

  1. Financial Details
  2. Itinerary/Endorsements

MCO Default Navigation Screens

  1. Financial Details
  2. MCO Information

PTA Default Navigation Screens

  1. Financial Details
  2. Itinerary/Endorsements

Tour Order Default Navigation Screens

  1. Financial Details
  2. Tour Information

Exchange Transactions

Ticket Sale Exchange Default Navigation Screens

  1. Financial Details
  2. Itinerary/Endorsements
  3. Exchange Support
  4. Exchange Summary

MCO Exchange Default Navigation Screens

  1. Financial Details
  2. MCO Information
  3. Exchange Support
  4. Exchange Summary

PTA Exchange Default Navigation Screens

  1. Financial Details
  2. Itinerary/Endorsements
  3. Exchange Support
  4. Exchange Summary

Tour Exchange Default Navigation Screens

  1. Financial Details
  2. Tour Information
  3. Exchange Support
  4. Exchange Summary

General Screen Navigation Functionality

Enter Key

Using the enter key allows you to:

Tab Key

The Tab key moves the cursor forward, left to right, and between fields on a screen.

Screen Tabs

Screen Tabs are located at the top of each screen and allow a user to move to another screen. By using the screen tabs you can:

Ignore Button

When the Ignore button is used:

ET Button

When the ET button is clicked:

Next Button

Click the Next button to move to the next transaction page. Note that:

Previous

Click the Previous button to move to the previous transaction page. Within a transaction the Previous button:

Cancel

Click the Cancel button to end a transaction and not save any changes made. Also note that:

Internet Browsers and Browser Navigation

A browser is a software program that helps you navigate the Web and access text, graphics, hyperlinks, videos, and other multimedia. Browser navigation refers to the standard ability for users to move around in a web-based browser application.

Forward Button

The Forward button navigates to the next location in the browser history. If no history exists, then no forward navigation takes place.

Back Button

The Back button returns you to the previous page you visited. In a newly added transaction that has not been saved using the ET button, if you use the Back button to go to the Sales Report screen and add any data, the newly added transaction will be ignored.

Refresh Button

The refresh button re-loads the IAR screen you are currently viewing.

File, New Window - IAR DOES NOT SUPPORT THIS FUNCTIONALITY

Web browsers allow a user to open a second browser window from the screen that was originally opened (or first screen accessed). IAR does not support this type of functionality because opening multiple windows has the potential to cause data synchronization errors and other system issues. IAR accepts data from the window you are working in, so if you are in a transaction and you press the ET button, the transaction will be closed. If you try to modify the transaction that appears to still be open in a second window, IAR will display an error message.

Print/Save

On the IAR Home page and Sales Report screens, IAR provides a means to print lists which are formatted to fit a standard 8.5"x 11" page. Other IAR pages can also be printed by using the browser's print button. However if the browser's print button is used, you will need to user the browser page setup functionality to manage the printing format. IAR cannot format browser printing. To print or save in IAR:

At the IAR Home page screen,

  1. Click the Printable List drop-down box.
  2. Click the desired print or save option.
  3. The print/save option selected displays in the Printable List textbox.
  4. Click the PRINT/SAVE button.

Global Headers

The four global headers in IAR include: Administration, Home, BOS and Help. To access any of the global headers, at any IAR screen, click on one of the headers and the first screen of the associated link displays.

Note: Only users assigned to the IAR Administrator role will see the global Administration header button. Clicking on this button opens User Administration in the same browser window and displays the IAR Users tab.

Global Headers

Global Footers

IAR utilizes global footers that serve as links to important information. The footers appear at the bottom of every IAR screen so the information can be accessed easily. The global footers include information on IAR Terms of Use, ARC's Privacy Policy, ARC's Security Policy and Help News. To access any of the global footers, click on the footer link and the first screen of the associated link displays.

Navigation Buttons

Navigation button allow a user to move between screens as well as view data that is not displayed on a single screen. The navigation buttons are Next, Previous, Move Top, and Move Bottom.

Global Footers and Navigation

List Navigation

You may view lists of transactions at any time while working in IAR. Viewing these lists, especially prior to submitting a report to ARC, can provide you with information about the transactions that are in the Sales Report. The ability to look at transactions lists in IAR is contained in the Sales Report screen's list tab function. All available transaction qualifiers are located on this screen. By selecting qualifiers, users can create custom lists of Sales Report transactions.

IAR Home Page List Type Drop Down Boxes

Four list types can be selected form the IAR Home page screen:

When used in conjunction with the Access Group and Sales Report Status drop down boxes, the List Type drop-down box allows a user to narrow a search for specific information. To select a List Type:

At the IAR Home Page screen,

  1. Click on the List Type drop down box.
  2. Click the desired list type.
  3. The list type selected displays in the List Type textbox.
  4. Click the CREATE LIST button.
  5. The requested list displays.
List Navigation

List Results

A user can view a list of 20, 50, 100, 250, or 500 results per page. To select the number of results shown per page:

  1. Click the Results drop down box to display count options.
  2. Select a count.
  3. The count will display in the textbox.
  4. Click the CREATE LIST button.

Print /Save List

On the IAR Home Page and Sales Report screens, IAR provides a means to print and save lists which are formatted to fit a standard 8.5" x 11" page. Other IAR pages can also be printed by using the browser's print button. However if the browser's print button is used, you will need to user the browser page setup functionality to manage the printing format. IAR cannot format browser printing. To print or save in IAR:

At the IAR Home page screen,

  1. Click the Printable List drop-down box.
  2. Click the desired print or save option.
  3. The print/save option selected displays in the Printable List textbox.
  4. Click the PRINT/SAVE button.
List Results and Print⁄Save Button

Sales Report Tabs

Sales Report Tabs

The tabs on the Sales Report screen allow a user to access the screens necessary to complete a Sales Report. Tabs include:

Note: Each one of these tabs is explained in further detail in the appropriate and corresponding chapter in this section of the handbook.

Controlling Access to IAR

User Management

The User Management function of IAR allows accredited entities (agents, CTDs, etc.) to control user access to specific financial data within the system.

Access Rights

This term is used to describe a user's right to access specific Sales Reports and the IAR Administrator's rights to manage those users. For example, in IAR, Home Office Location (HOL) administrators are able to create groups of ARC#s that users can be assigned to and subsequently provide those users with flat access to the Sales Reports of those ARC#s in the group. In addition, HOL Administrators are able to manage the users in the ARC#s assigned to those groups.

Controlling User Rights within IAR

In IAR, user roles control what a user can do in a Sales Report. Every user is assigned to one and only one user role. Based upon a user's role, fields in IAR are active, disabled, or hidden. In this way, a user will only be able to perform actions to which they have the rights to perform.

User Profiles

Each individual IAR user will have a user profile which identifies each user's role and Sales Report access group. If you do not have access to the functionality necessary to fulfill your role and responsibilities, please contact your agency's IAR Administrator.

IAR User Roles

In IAR, user rights groups are created and users assigned to a rights group. Functionality will be set for the group and those settings will apply to all users that are members of that group. Based upon a user's group, certain fields in IAR are displayed or hidden from view. In this way, a user is only able to access data and functionalities authorized for the group to which the user is assigned.

Access User Profiles

The Administration IAR Users Tab - Default View

***IAR Administrator Only***

The User Tab default view list shows, in alphabetical order, all IAR users assigned to the Administrator's own ARC# if they are members of the Standard ARC# Access group. If the administrator is assigned to a Custom ARC# Access group, the initial list displays, in alphabetical order, the users belonging to the one or many custom group(s)

Standard IAR Sales Report Access
The Standard group's access to a Sales Report follows ARC's Family Hierarchy structure.

If the user is a Home Office Location (HOL):

If the user is a Branch Host:

If a user is a STP branch:

IAR Administrator's Ability to Manage Users
An Administrator's ability to manage IAR users is dependent upon whether or not they are a part of a HOL, Branch Host, or STP branch.

If the Administrator is in a HOL:

If the Administrator is in a Branch Host:

If the Administrator is located in a STP Branch:

Standard ARC# Access Group

When a user is granted access to IAR, he or she is assigned to the Standard ARC# Access group. Standard Access is the default access group which mean the user has access to the sales report of the ARC# under which the user's My ARC profile was created. The standard ARC# access group follows the ARC family hierarchy structure where an IAR user's access to Sales Reports and Administrator's authority to manage other users will be based upon the IAR username, its associated ARC# as well as the ARC#'s position in the existing hierarchy.

For single location agencies, users only have access to that location. For agencies with multiple locations, users have access to their location plus any subordinate (branch locations), but not to locations above their ARC# in the family hierarchy.

How Standard IAR Sales Report Access Works
An HOL user can view the Sales Reports of all offices below his or her location in the family hierarchy.

A user located at a Branch Host user can view the Sales Repots of offices below his or her location in the family hierarchy but cannot access the Sales Reports of other offices above or across from them in the family hierarchy.

Standard IAR Sales Report Access

The Standard group's access to a Sales Report follows ARC's Family Hierarchy structure.

If the user is a Home Office Location (HOL):

If the user is a Branch Host:

If a user is a STP branch:

IAR Administrator's Ability to Manage Users

An Administrator's ability to manage IAR users is dependent upon whether or not they are a part of a HOL, Branch Host, or STP branch.

If the Administrator is in a HOL:

If the Administrator is in a Branch Host:

If the Administrator is located in a STP Branch:

Custom ARC# Access Group

IAR Custom ARC# Access Group provides users with access to sales reports outside of the limitations of the Standard ARC# group. In addition, the Custom group setting also provides select administrators with the ability to manage user profiles outside of these limitations. NOTE: Custom ARC# Access Groups are not applicable to BOS file creation or retrieval.


User's ARC# Group Assignment

When a user has been assigned to one or more ARC# Access Groups, a dropdown box indicates the groups assigned. The IAR Home Page then displays Sales Reports for the selected ARC# group. To view another assigned group's Sales Reports, the user has to change the drop down selection.

Search and View User Lists

In IAR the Administrator is able to search and view lists of users. By accessing the global Administration header, an alphabetical list of users is displayed in order by last named then first name:

The instructions for searching and viewing a user list are located in IAR Online Help. To access the instructions: At the IAR Home page screen,

  1. Click the global Help header.
  2. Once selected the online help system displays.
  3. Under the table of contents, click Working with User Accounts, IAR Users Tab, Search and View User Lists.
  4. Once selected the instructions display.

Note: If no results are found, the IAR User screen redisplays with a message that no results were found.

Update a User Profile

To update a user profile the user's name must be displayed on the default IAR Users tab. To access the user's profile, click on the EDIT button associated with the user's name and the User Profile screen displays. Make any necessary corrections, edit, or changes and click the Submit button to process the changes.

Note: The use of the Close button on the User profile screen will close the screen and take you back to the IAR User tab but it will not save any edits.

Mask Credit Card Numbers by User

By default credit card numbers are masked for all IAR users and unmasked for all BOS file users. The IAR Administrator has the ability to turn the credit card masking feature on and off by username for both. The instructions for masking or unmasking the ability to view a credit card number are located in IAR Online Help.

Browsing a User Role's Rights

To view a user's rights to perform tasks in IAR, access the User Roles screen and use the up (↑) or down (↓) arrow keys located in the Rights section of the screen.

Move ARC#

To change to another ARC#, enter a new ARC# into the View ARC#: box and click the GO button. The user roles, number of user members, and access rights of each user for the specified ARC# displays.

Viewing Users Assigned a Specific Task

To view a list of users assigned to a specific IAR task, click the # of IAR Users link associated with the role. A list of users displays. To move to the next page of list results, click the Next link. To return to the previous page of list results, click the Previous link. Results can be shown in a list of 20, 50, 100, 250, or 500 user names per page. To clear ARC# box, click the Reset button.

Administrator's Ability to Manage Users

If an Administrator is a HOL he or she will have access to the IAR User Administration function and can manage users of all offices below them in the family hierarchy. The HOL Administrator is the only administrator type that can create or modify ARC# Access Groups and the only administrator type that can assign users to ARC# Access Groups.

The Branch Host or STP Administrator can manage users assigned to the Administrator's own ARC# Access Group assignment. For example, if the Administrator is only assigned "Standard" access, they can only manage users from their own ARC# and those below them in the hierarchy. However, if the Administrator is assigned to a Custom Group (either exclusively or along with the Standard assignment), this Administrator can manage users in all ARC#s assigned in the Custom Group. For all user accounts to which the Administrator can view, they can also view that user's assignment to the Standard ARC# Access Group or Custom Group(s), but cannot make modifications to the assignment. For instructions on managing users:

Note: For Branch and STP Administrators, the standard default view is read-only. For HOL Administrators the default is a modify view and allows for the modification of groups.

Controlling Sales Report Access - ARC# Access Tab

In IAR, HOL Administrators are able to create groups of ARC#s that users are assigned to and subsequently provide those users with flat access to those ARC#'s Sales Reports.

Standard IAR Sales Report Access

An HOL user can view the Sales Reports of all offices below his or her location in the family hierarchy.

A Branch Host user can view the Sales Repots of offices below his or her location in the family hierarchy but cannot access the Sales Reports of other offices above or across from them in the family hierarchy.

An STP branch user only has access to the Sales Report relating to his or her location.

Search and View Lists for a Group

***HOL Administrator Only***

The HOL Administrator has the ability to view ARC Access group information in IAR. To search and view the group information, the Administrator must be logged onto IAR, have accessed IAR User Administration, and have accessed the ARC# Access Group tab. Upon entry to the ARC# Access tab, the Show Results dropdown is set to 20 and the ARC# Access group list is filtered to display in alphabetical order by group name:

Note: The Reset button will "reset" the list to the original (default) list display. In this case:

Add a New ARC# Access Group

***HOL Administrator Only***

The HOL Administrator has the ability to add new ARC# Group(s) in IAR. To add a group, the Administrator must be logged onto IAR, have accessed IAR User Administration, and have accessed the ARC# Access Group tab showing a group list. For detailed instructions on adding a group, please see the IAR Online Help system. To access the instructions:

Edit an ARC# Access Group Profile

***HOL Administrator Only***

The HOL Administrator has the ability to edit ARC# Group(s) in IAR. To edit a group, the Administrator must be logged into IAR, have accessed IAR User Administration, and have accessed the ARC# Access Group tab showing a group list. For instructions on editing a group, please see the IAR Online Help system. To access the instructions:

At the IAR Home page screen

  1. Click the global Help header.
  2. Once selected the online help system displays.
  3. Under the table of contents, select ARC# Access Groups, Edit ARC# Access Groups.
  4. Once selected the instructions display.

Delete an ARC# Access Group Profile

The HOL Administrator has the ability to delete ARC# Group(s) in IAR. To delete a group, the Administrator must be logged into IAR, have accessed IAR User Administration, and have accessed the ARC# Access Group tab showing a group list. For detailed instructions on deleting a group, please see IAR Online Help. To access the instructions:

At the IAR Home page screen,

  1. Click the global Help header.
  2. Once selected the online help system displays.
  3. Under the table of contents, click ARC# Access Groups, Delete ARC# Access Groups.
  4. Once selected the instructions display.

Note:

View ARC# Access Profiles, Group Members and Last Modify

There are several views that are available on the ARC# Access tab. These views include an ARC# Access group's profile, the group members and the details of the last Administrator to modify the group.

For detailed instructions on viewing an Access group profile: At the IAR Home page screen,

  1. Click the global Help header.
  2. Once selected the online help system displays.
  3. Under the table of contents, click ARC# Access Groups, View ARC# Access Profile.
  4. Once selected the instructions display.

For detailed instructions on viewing members of a group: At the IAR Home page screen,

  1. Click the global Help header.
  2. Once selected the online help system displays.
  3. Under the table of contents, click ARC# Access Groups, View ARC# Access Groups and then click View ARC# Group Members.
  4. Once selected the instructions display.

For detailed instructions on viewing user details of the last Administrator to modify the group: At the IAR Home page screen,

  1. Click the global Help header.
  2. Once selected the online help system displays.
  3. Under the table of contents, click ARC# Access Groups, View ARC# Access Groups and then click User Details of Last Administrator to Modify the Group.
  4. Once selected the instructions display

Newly Accredited ARC# Groups

All newly accredited entities are assigned to the Standard Group. To use the ARC# in a Custom Group, the HOL Administrator must make the change to the user's access rights.

Inactivated ARC# Groups

All inactivated ARC#s are removed from the Standard or Custom Group starting with the appropriate PED.

Working With Other Sales Reports Within Your Organization

Move to Another Sales Report Period (Move PED)

IAR gives a user the ability to move to another Period Ending Date (PED). The Sales Reports that are available for a user to view when using this functionality are:

After moving to a different PED, you may perform all normal IAR functions assigned to you as long as the ARC submission deadline for the Sales Report has not passed. For detailed instructions on how to move to another PED:

At the IAR Home page screen,

  1. Type a valid PED into the PED textbox.
  2. Click the CREATE LIST button.
  3. The Sales Report screen displays with the List tab displayed.
  4. A list of transactions for the entered PED displays.

Note: You may also type in the word "PED" to display a list of all active sales reports for a location, which will display the sales reports for the three most recent PEDs.

Move PED

Move to Another ARC Number Sales Report (Move ACN)

The functionality to move to another ARC location's Sales Report allows an agency to 'move' into a subordinate agency's Sales Report and view their sales activity as well as add or modify transactions. You can also move to another ARC number when you need to perform IAR functions in another ARC number, such as for a branch or STP location. Note that you may only access other ARC locations if you have access rights to that group. For detailed instructions on moving to another ACN, please see IAR Online Help. For detailed instructions on how to move to another ARC location:

At the IAR Home page screen,

  1. Type a valid 8-digit ARC location number into the ARC # textbox.
  2. Click the CREATE LIST button.
  3. The Sales Report screen displays with the List tab displayed.
  4. A list of sales reports for the requested ARC# displays.

The ARC# field also allows an agency with multiple locations to view more than a single location. The default on initial entry to the IAR Home page displays the sales report for the three most recent PEDs of your assigned ARC location. However, if you are located at a Home Office Location (HOL) or Branch Host, you may type in the word "ALL" in the ARC # text box instead of an 8-digit ARC location number which then displays a list of active sales reports for all locations associated with your assigned location. This option only works in conjunction with the List Type options of LS - Financial Summary or LC- List Counts and can be combined with the PED text box to list all sales reports for all PEDs or all sales reports for a single PED.

Move ACN

Move to a Different Custom ARC# Group

Moving to another Custom ARC # group allows an agency to move into a different group and take on the IAR access rights of that group. A user would move to another ARC# Custom group when you need to perform IAR functions in that group. For detailed instructions on how to move to a different Custom ARC# Group, please see IAR Online Help. To access the online help system:

At the IAR Home page screen,

  1. Select a custom group from the Access Group drop down box.
  2. Once selected, the group name moves to the top of the box.
Move Custom ARC# Group

List Tab

The Sales Report screen's List tab contains all the transaction list qualifiers available for use in IAR. By selecting qualifiers, users can create custom lists of Sales Report transactions. To access the List tab:

At the IAR Home page screen,

  1. Click an ARC# link to access a Sales Report.
  2. The default Sales Report screen displays set to the List tab.
  3. On the List tab, select the desired qualifiers.
  4. Click the CREATE LIST button.
  5. The Sales Report screen re-displays and shows a list of transactions that meet the criteria set by the chosen qualifier.
  6. Click the CLEAR button to clear the qualifier fields on the List tab.
Select Qualifiers

Displaying and Working with Transaction Lists

Displaying a list of transactions provides a user with information about document numbers, transaction types, forms of payment, document totals, commissions and net remittance amounts. A one-line summary of each transaction from the Sales Report is shown on a List Transactions display.

The List Transactions display gives you the ability to review your Sales Report prior to submitting it to ARC for settlement. You may request a List Transactions display whenever you wish to view transactions within a specific Sales Report PED and/or subordinate ARC number.

You also have the ability of using qualifiers to pinpoint certain transaction attributes and narrow the number of transactions shown on a list. A list transaction display is available for any unsubmitted Sales Report, any submitted Sales Report not past the Tuesday 12:00 PM submission deadline, or the last submitted Sales Report that is past the submission deadline. To view a list of transactions:

At the IAR Home page screen,

  1. Click the ARC# link to access a Sales Report.
  2. The Sales Report screen displays a list of all transactions for the current PED and selected ARC#.
Transaction Lists

List Qualifiers

IAR can assemble more specific data in a transaction list if a qualifier is used. A qualifier is an entry that customizes a list so that only specific transactions are displayed. IAR allows for thousands of qualifier combinations. More specifically a transaction list can be assembled in IAR using the following qualifiers:

Transaction List by ARC#

An authorized user may create a list of transactions for any valid ARC# which he or she is authorized to access. To create a list of transactions for a specific ARC#, type the ARC# into the ARC# text box on the Sales Report screen and click CREATE LIST. A list of transactions for that ARC# displays. Used in conjunction with the other qualifiers shown on the Sales Report screen, allows the user to narrow down the list transaction search results.

Transaction List by PED

A list of transactions by specified period ending date (PED) can be created in IAR. To create a list of transactions by PED, type a PED into the PED text box on the Sales Report screen and click the CREATE LIST button. A list of transactions for that PED displays. Used in conjunction with the other qualifiers and qualifier combinations shown on the Sales Report screen, allows the user to narrow down the list transaction search results.

Transaction Lists

Transaction List by Transaction Status

Transaction Status indicates the condition of the document. For purposes of IAR system functionality, the following statuses may be used as qualifiers:

O -Out of Period - A transaction that is reported in a sales reporting period other than the PED in which it was originally issued receives a status code of "O" for Out of Period

E - Error - A transaction that has one or more errors in its data receives the status code of "E".

Note: If the form of payment is in error and the user has the masking credit card number functionality turned on, the credit card number shown is truncated. Example: AX123456

V - Void - Any transaction that has been voided receives a status code of "V". In the IAR system, a void status means the transaction is invalidated and the sale is reversed.

MDA - Modified - Any transaction in the Sales Report where a change has been made to any part of the transaction. This qualifier will bring back all transactions where there has been a modification.

MCD - Commission Modified - Any transaction in the Sales Report where a change has been made to the commission amount. This qualifier will bring back all transactions where there has been a modification to the commission amount.

MDP - Pricing Modified - Refers to transactions originally auto-priced by a GDS where the price was modified at a later time. This qualifier will bring back all transactions where the price, originally auto-priced by a GDS, was later changed.

MDN - Non-pricing Modified - Refers to transactions originally manually priced by the travel agency where the price was modified at a later time. This qualifier will bring back all transactions where the price, originally manually entered, was later changed.

Note: When two status types apply, both status codes are displayed in the transaction list. If more than two apply, the first two codes are displayed along with an asterisk (*) to indicate more status codes apply than can be displayed. To create a list of transactions by status:

At the List tab on the Sales Report screen,

  1. Click the arrow located to the right of the Status combo box to display a list of available statuses or type the first letter of the qualifier in the box to bring it to the top.
  2. Select a Status.
  3. Click the CREATE LIST button or press the Enter key.
  4. A list of transactions by the selected status displays.
  5. To reset the List tab selections, click the CLEAR button.
List by Transaction Status

Transaction List Document Number Range

The default for all lists begins with the first document number of the PED. However, the document number start and end qualifiers may be used to assemble a list beginning with a specific document number and ending with a specific document number. To create a list of transactions by document number range:

At the List tab on the Sales Report screen,

  1. Type the beginning 10-character document number in the Document# (start) textbox.
  2. Type the ending 10-character document number in the Document# (end) textbox.
  3. Click the CREATE LIST button or press the Enter key.
  4. A list of transactions by specified document numbers displays.
  5. To reset the List tab selections, click the CLEAR button.
Transaction List Document Number Range

Transaction List by Document Type

Document type refers to the type of ticket or document used for a transaction. This entry is used to narrow the scope and range of the list display thus making it easier to pinpoint specific documents. To create a list by document type:

At the List tab on the Sales Report screen:

  1. Click the arrow located to the right of the Document Type combo box to display a list of available document types or type the first letter of the qualifier in the box to bring it to the top.
  2. Select a Document Type.
  3. Click the CREATE LIST button or press the Enter key.
  4. A list of transactions by specified document type displays.
  5. To reset the List tab selections, click the CLEAR button.
Transaction List by Document Type

Transaction List by Transaction Type

Transaction Type qualifier codes refer to the type of transaction that appears in a list display. This entry is used to narrow the scope and range of a list display making it easier to pinpoint specific transaction types. To create a list by transaction type:

At the List tab on the Sales Report screen,

  1. Click the arrow located to the right of the Transaction Type box to display a list of available transaction types or type the first letter of the qualifier in the combo box.
  2. Select a Transaction Type.
  3. Click the CREATE LIST button or press the Enter key.
  4. A list of transaction by selected type displays.
  5. To reset the List tab selections, click the CLEAR button.
Transaction List by Transaction Type

Transaction List by Form of Payment

The transaction list by form of payment allows a user to display a list of transactions by the form of payment listed on the document. Forms of payment include cash or credit. To create a list by form of payment:

At the List tab on the Sales Report screen,

  1. Click the arrow located to the right of the Int'l Indicator box.
  2. Select either International or Domestic or type the first letter of the qualifier in the combo box to bring it to the top.
  3. Click the CREATE LIST button or press the Enter key.
  4. A list of either international or domestic transactions displays.
  5. To reset the List tab selections, click the CLEAR button.
Transaction List by Form of Payment

Transaction List by International Indicator

This qualifier allows a user to display a list of international transactions or domestic transactions. To create a list by international or domestic indicator:

At the List tab on the Sales report screen,

  1. Click the arrow located to the right of the Int'l Indicator box.
  2. Select either International or Domestic or type the first letter of the qualifier in the combo box to bring it to the top.
  3. Click the CREATE LIST button or press the Enter key.
  4. A list of either international or domestic transactions displays.
  5. To reset the List tab selections, click the CLEAR button.
Transaction List by International Indicator

Transaction List by System Provider

This qualifier allows a user to display a list of transactions by system provider. To create a list by system provider: At the List tab on the Sales report screen,

  1. Click the arrow located to the right of the System Provider box to display a list of system providers or type the first digit of the 4-digit system provider code to bring it to the top.
  2. Select a System Provider.
  3. Click the CREATE LIST button or press the Enter key.
  4. A list of transactions by specified system provider displays.
  5. To reset the List tab selections, click the CLEAR button.
Transaction List by System Provider

Transaction List by Date Range

This qualifier allows a user to display a list of transactions by a specified date range. Date ranges used can be PED, entry date, modified date or void date. To create a list by date range:

At the List tab on the Sales report screen,

  1. Click the radio button associated with the type of date range for the list.
  2. Type the start date in the first box (on the left).
  3. Type the end date in the second box (on the right).
  4. Click the CREATE LIST button or press the Enter key.
  5. A list of transactions within a specified date range displays.
  6. To reset the List tab selections, click the CLEAR button.

Note:

Transaction List by Date Range

Transaction List by Commission Amount

Allows a user to narrow a search by commission dollar amount or percentage equal to a certain amount or not equal to a certain amount. To create a list by commission amount equal to:

At the List tab on the Sales Report screen,

  1. Click the Equal To radio button.
  2. Type commission amount or percentage into the textbox.
  3. Click the CREATE LIST button or press the Enter key.
  4. A list of transactions by commission amount equal to a specified amount or percentage displays.
  5. To reset the List tab selections, click the CLEAR button. To create a list by commission amount not equal to:

At the List tab on the Sales Report screen,

  1. Click the Not Equal To radio button.
  2. Type commission amount or percentage in the box.
  3. Click the CREATE LIST button or press the Enter key.
  4. A list of transaction by commission amount not equal to a specified dollar amount or percentage displays.
  5. To reset the List tab selections, click the CLEAR button
Transaction List by Commission Amount

Transaction List by Carrier Code

Allows the user to display a list of transactions by the three-digit carrier code. To create a list by carrier code:

At the List tab on the Sales Report screen,

  1. Type the 3-digit carrier code in the Carrier Code text box.
  2. Click the CREATE LIST button or press the Enter key.
  3. A list of transactions by specified carrier code displays.
  4. To reset the List tab selections, click the CLEAR button.
Transaction List by Carrier Code

Transaction List by ESAC

When an e-ticket is voided through the GDS, the carrier's e-ticket database is updated with a status of void and an Electronic Settlement Authorization Code (ESAC) assigned by the carrier is automatically loaded into the IAR Sales Report with the void transaction. To create a list of transactions with an ESAC:

At the List tab on the Sales Report screen,

  1. Click the VOID ESAC checkbox.
  2. Click the CREATE LIST button or press the Enter key.
  3. A list of transactions with ESAC codes displays.
  4. To reset the List tab selections, click the CLEAR button.
Transaction List by ESAC

Qualifier Combinations

Qualifiers types can be combined. One qualifier from each category (status, document number, document type, transaction type, form of payment, international indicator, system provider, date range, commission and carrier code) can be selected to create very specific list results. IAR will allow you to enter an illogical qualifier combination but the resulting list will be empty. If you are not receiving the results you expect, verify you have selected the correct qualifiers.

Break in Ticket Number Sequence

The List Transactions display begins with the first document of the current day, selected day or PED. Documents are displayed in a sequential ascending ticket number order, from the first document number to the last.

When this normal sequential document number flow is interrupted, IAR flags the break in sequence with an asterisk (*). The asterisk appears to the right of the out-of-order document. Another type of break in the normal sequential document number order occurs when two or more documents legitimately receive the same ticket number. Duplicate ticket numbers are also identified with an asterisk. The presence of these skips or breaks in ticket number sequence does not necessarily indicate an error. The asterisk is provided to visually call your attention to the document and to serve as a checkpoint for you.

Breaks in ticket sequence are only noted on sales or refund transactions within List Transactions displays; that is, asterisks will not be displayed alongside adjustment memos.

Break in Ticket Number Sequence

Display of Conjunction Documents

Conjunction documents occur when a transaction contains more than four segments of itinerary and therefore span more than one document number. The first document number in the conjunction is the primary document. The subsequent secondary document numbers immediately follow the primary number. The primary document and its associated conjunction documents are considered to be a single transaction set.

All pertinent ticket information for the transaction set is only listed on the first line of display with the primary document. The secondary document information lines are left blank except for the conjunction document number and the transaction type (TT) code of "CJ". The 3-digit carrier code is also suppressed from the display. Lines 12 and 13 in the screen shot above show a conjunction set for ticket numbers 1449000011 - 012.

Viewing a Transaction in the Sales Report - View Only Tab

The Sales Report screen's View Only tab contains the list display, last modify and list old commands. In addition, the View Only tab allows you to view documents in a read-only mode, research a document's use in refunds or exchanges or determine whether a transaction was voided in the GDS or directly in IAR. To access the View Only tab:

At the IAR Home Page screen,

  1. Click the ARC# link to access a Sales Report.
  2. The default Sales Report screen displays set to the List tab.
  3. Click the VIEW ONLY tab
  4. Select the desired View Only type.
  5. Type a document number into the 10-character Document# textbox.
  6. Click the GO button.
Viewing a Transaction in the Sales Report - View Only Tab

Document Processing

Viewing, Modifying and Adding Transactions in the Sales Report

You may view or add transactions to the IAR Sales Report at any time prior to the Tuesday, 11:59 PM, Eastern Time submission deadline. This includes ATB and manual 4-flight tickets, MCOs, Tour Orders, PTAs, adjustment memos, AADs, refunds, and exchange transactions. You may also modify transactions prior to the close of the next business day void/modify window.

IAR provides the capability of modifying and adding documents to the Sales Report with easy to use point and click functionality and fill-in entry screens. These screens will be reviewed in this section with the exception of the fill-in screens for AADs, Refunds, and Exchanges. These will be reviewed in the sections that pertain to the specific document and transaction types.

You may view details of a transaction without making any changes to it by using the List Detail option on the View Only tab. The List Detail option is used to view the details of a transaction in any of the following Sales Reports:

Certain financial and informational fields on transactions may not be changed unless those fields contain an IAR-identified error. Because a Sales Report should not be submitted until it is error-free, errors should be corrected using the Transaction Modify command option on the Modify tab. Any changes made using the Transaction Modify command will update the document and the Sales Report as soon as the transaction has successfully completed.

This section provides information on:

Screen Navigation

You will navigate through a series of screens when you are viewing, modifying or adding transactions in IAR. While navigating you will note that there are two types of IAR screens: Mandatory and Conditional.

Viewing a Transaction in the Sales Report

The ability to view a transaction in the Sales Report is provided by the List Detail option on the View Only tab. The List Detail tab gives the user a "View Only" of all the details that support a specific transaction as recorded in IAR. You may use the List Detail entry when you wish to quickly review the passenger name and itinerary on a particular document or to review a transaction after you have manually added it to IAR.

Note: You may not change information displayed on the List Detail screen. Any changes you wish to make to a document can only be done using the Transaction Modify command on the Modify tab or by clicking the ticket hyperlink from the main IAR Sales Report page.

Viewing a Transaction in the Sales Report

List Transaction Detail

This view is used only when you wish to look at specific information without making changes to a transaction. To view the details of a transaction in a read-only mode:

At the View Only tab on the Sales Report screen,

  1. Click the LD-List Transaction Detail radio button.
  2. Type a document number in the 10-character Document# text box.
  3. Click the GO button.
  4. The transaction's Financial Details screen displays.
  5. Click the ET button to end transaction and exit the screen.

Last Modified

IAR allows a user to view the source of a transaction and whether it was modified in IAR using the Last Modified option on the View Only tab. This view is available to assist you to verify and reconcile voids within the available void window and to view if anyone has made manual changes to a transaction once it was loaded to IAR. To search for the last modification made to a transaction:

At the View Only tab on the Sales Report screen,

  1. Click the LM - Last Modified radio button.
  2. Type the document number in the 10-character Document# text box.
  3. Click the GO button.
  4. The list redisplays with the last modified document with the column headings changed to show the document use information.

Find Old/Used Ticket

IAR allows the user to search for a document which has been previously used in a refund or exchange. The list can be requested from any Sales Report, submitted or un-submitted.

The following conditions apply to the Find Old/Used Ticket function:

To search for an old or used ticket:

  1. At the View Only tab on the Sales Report screen,
  2. Click the LO-Find Old/Used Document radio button.
  3. Type the document number in the 10-character Document# textbox.
  4. Click the GO button.
  5. The list redisplays with the old or used ticket listed. The column headings of the list will change to show the document use information.

Modifying a Sales Transaction

When the IAR system detects missing or inaccurate data the transaction is flagged with an "E" error status. Because a Sales Report should not be submitted until it is error free, IAR has the functionality to allow for error corrections. These corrections are made using the Modify tab or by clicking the ticket hyperlink from the IAR Sales Report page. Modifying a transaction permanently updates the IAR record of the document, which is reflected in the submitted Sales Report.

The Modify function may be used to modify information contained in the Sales Report including documents automatically received from the GDS and documents manually added to IAR. This includes MCOs, PTAs, Tour Orders, Adjustment Memos, AADs, Refunds and Exchanges. If a transaction has been manually added to IAR, any modifiable field can be changed or modified at any time prior to the authorization of the Sales Report.

If a transaction has been automatically loaded form the GDS, only certain fields may be modified. For an E-ticket straight sale, there are seven fields open for modification by an agent:

For a paper ticket, all fields are modifiable.

Modifications to transactions in IAR must be performed within the IAR modification window for a sales transaction:

Modifications to Refunds, Exchanges, MCOs, TASFs, Debit Memos, Credit Memos, Recall Commission Statements, and Agent Automated Deduction (AAD) transactions may be made until the IAR sales report submission deadline of 11:59 p.m. EST on Tuesday after the sales report PED.

At the Sales Report screen,

  1. Click the Modify tab.
  2. Click the TM-Transaction button.
  3. Type the document number in the 10-Character Document # textbox.
  4. Click the GO button.
  5. The Financial Details screen displays.
  6. Make any necessary modifications.
  7. Click the ET button to end transaction and save any changes.
  8. Click the Ignore button to move to the Ignore Transaction confirmation screen. If the YES button is used, all changes are lost.

Note: The document hyperlinks listed on the Sales Report go to the transactions in modify mode unless:

  1. It is past the void/modify window date.
  2. The Sales Report is already submitted.
  3. The user does not have rights to modify the transaction.
Modifying a Sales Transaction

Modifying the Commission

IAR allows the user to change the commission amount or commission percentage on an error free non-exchange sale as long as the void/modification window has not passed. Once the void/modification window has closed, no modifications to commissions can occur. The business rules for modifying commission are:

The commission can be modified by using either the Modify tab or by clicking a document link from a Sales Report Transaction List. To modify the commission on a transaction using the Modify tab:

At the Sales Report screen,

  1. Click the Modify tab.
  2. Click the CM - Commission By Percentage radio button.
  3. Enter a percentage into the CM - Commission by Percentage textbox (do not enter %).
  4. Enter the 10-character document number.
  5. Click the GO button.

To modify the commission percentage using a Sales Report Transaction List,

At the Sales Report screen,

  1. Click the check box associated with the transaction(s) to modify.
  2. Click the Edit Commission button.
  3. The Edit Commission screen displays.
  4. Click the Commission by Percent radio button.
  5. Enter the new percentage in the text box (do not enter "%").
  6. Click UPDATE to update the commission on the transaction(s) and return to the original list of transactions on the
  7. Click CANCEL to clear the changes and return to the original list of transactions on the Sales Report screen.

The commission dollar amount can be modified by using either the Modify tab or by clicking a document link from a Sales Report Transaction List. To modify the dollar amount of commission on a transaction using the Modify tab:

At the Sales Report screen,

  1. Click the Modify tab.
  2. Click the CM - Commission by Amount radio button.
  3. Enter a dollar amount into the CM - Commission by Amount textbox (do not enter "$").
  4. Enter the 10-character document number.
  5. Click the GO button.

To modify the commission using a Transaction List: At the Sales

Report screen,

  1. Click the check box associated with the transaction(s) to modify.
  2. Click the Edit Commission button.
  3. The Edit Commission screen displays.
  4. Click the Commission by Amount radio button.
  5. Enter the new percentage in the text box (do not enter "$").
  6. Click UPDATE to update the commission on the transaction(s) and return to the original list of transactions on the
  7. Click CANCEL to clear the changes and return to the original list of transactions on the Sales Report screen.
Modifying the Commission

Manually Adding Transactions to the Sales Report

Nearly all transactions can be issued and processed electronically and must be included in the IAR Sales Report. However, ARC recognizes that there may be some transactions that can only be manually added to the Sales Report.

By manually entering a ticket into the system, IAR instantly records the document and automatically includes it in the Sales Report. Listed below are the document types that can be manually entered into IAR:

Manual documents may be added to the IAR Sales Report by using fill-in entry screens. These screens are used to capture document-related information, such as fare and tax information, ticketing endorsements, conjunction information, certificates etc. The information added to these screens is included in your IAR Sales Report like other transactions that were added to the report electronically.

The same process is used to add any automated document that IAR may not have received, even though it was issued by a GDS. The screens you will encounter in IAR when you add a transaction to the Sales Report will differ depending on the document type entered. What will stay constant is that for each transaction added, the first screen that needs to be completed is the Financial Details screen.

You may add a transaction to the open Sales Report by selecting the Add tab at the top of the Sales Report screen. By adding a transaction, IAR records the sale of the document and includes it with the weekly Sales Report for submission to ARC. Here are the basic steps you use on the Add tab to add a document to the Sales Report:

At the IAR Home page screen,

  1. Click the ARC# link to access a Sales Report.
  2. Click the ADD tab.
  3. The ADD tab default screen displays.
  4. Select an ADD type radio button.
  5. Type a document number into the 14-character Document# textbox.
  6. Click the GO button.
  7. The Financial Details screen displays.
Manually Adding Transactions to the Sales Report

Note: The same process is used to add any automated document that IAR may not have received, even though it was issued through a GDS. The screens you encounter when adding transactions may differ with each document type (such as an airline E-ticket is different than an MCO or Tour Order document).

Financial Details Screen

The first screen that displays each time you add a transaction to the open Sales Report is the Financial Details screen. This is a mandatory screen that must be completed for each transaction added to the report. If another screen is required to complete the transaction, it can be accessed by clicking the Next link on the Financial Details screen or by clicking on any additional screen tabs shown on the Financial Details screen.

Note: When a Prepaid Ticket Advice (PTA) is issued it must be included in the weekly Sales Report even though the carrier issues the actual passenger transportation coupons associated with a PTA.

Financial Details Screen

Itinerary/Endorsements Screen

The Itinerary/Endorsements screen is a mandatory screen for each straight sale transaction (that is not an MCO or Tour Order). This screen captures segment level itinerary information as well as information on endorsements/restrictions and back office remarks.

Note: The maximum number of itinerary segments that can be manually entered into IAR for a PTA is four. A single PTA can cover any number of segments, but because it is an accounting document without flight coupons, it cannot consist of a conjunction of two or more document numbers.

Itinerary⁄Endorsements Screen

Manually Adding a 4-Flight Ticket to the Sales Report

Manually adding a 4-flight ticket (manual handwritten ticket) to the Sales Report requires you to complete the Financial Details screen and the Itinerary/Endorsements screen. To manually add a 4-flight ticket to the Sales Report:

At the Sales Report screen,

  1. Click the ADD tab.
  2. Click the TA- Document radio button.
  3. Type a document number in the 14-character Document# textbox.
  4. Click the GO button.
  5. The Financial Details screen displays.
  6. For instructions on completing the Financial Details screen, see the section entitled Completing the Financial Details Screen.
  7. Click the Next link or Itinerary/Endors tab to access the Itinerary/Endorsements screen. For instructions on completing this screen, see the section entitled Completing the Itinerary/Endorsement Screen.
  8. Click the ET button to end transaction and save the document to the Sales Report.
  9. Click the Ignore button to close the transaction and cancel adding the document to the Sales Report.

Manually Adding a Miscellaneous Charges Order (MCO) document

To manually add a MCO to the Sales Report you must complete the Financial Details screen and the MCO Information screen. To add the MCO:

At the Sales Report screen:

  1. Click the ADD tab.
  2. Click the TA - Document radio button.
  3. Type a document number into the 14-digit Document# textbox.
  4. Click the GO button.
  5. The Financial Details screen displays.
  6. For instructions on completing the Financial Details screen see the section entitled Completing the Financial Details Screen.
  7. Click the MCO Information tab or the Next link.
  8. The MCO Information screen displays.
  9. For instructions on completing the MCO Information screen, see the section entitled Completing the MCO Information Screen.
  10. Click the ET button to end the transaction and save the document to the Sales Report.
  11. Click the Ignore button to close the transaction and cancel adding the document to the Sales Report.
Manually Adding a Miscellaneous Charges Order (MCO)

Manually Adding a Prepaid Ticket Advice (PTA)

A Prepaid Ticket Advice is added to IAR either electronically or manually. If a GDS provides automated (electronic) PTAs, the information is sent overnight from the GDS to IAR. All handwritten PTAs must be manually entered into IAR. To manually add a PTA:

At the Sales Report screen,

  1. Click the ADD tab.
  2. The Sales Report screen displays.
  3. Click the TA - Document button.
  4. Type the document number in the 14-character Document# textbox.
  5. The Financial Details screen displays.
  6. Click the Next link or Itinerary/Endors tab to access the Itinerary/Endorsements screen.
  7. Click the ET button to end the transactions and save the document to the Sales Report.
  8. Click the Ignore button to close the transaction and cancel adding the document to the Sales Report.

Manually Adding a Tour Order (TO) document

ARC has eliminated the processing of the manual Tour Order (TO) document which is now considered to be obsolete. Some GDSs do support an automated TO which is issued on ATB ticket stock and is not considered as being obsolete. If your GDS does not support automated TOs, you may instead issue an automated Miscellaneous Changes Order (MCO) which is supported by all GDSs. To manually add an automated TO:

At the Sales Report screen,

  1. Click the ADD tab.
  2. The Sales Report screen displays.
  3. Click the TA button.
  4. Type the document number in the 14-character Document# textbox.
  5. Click the GO button.
  6. The Financial Details screen displays.
  7. Click the Next link or Tour Information tab to access the Tour Information Screen.
  8. Click the ET button to end the transactions and save the document to the Sales Report.
  9. Click the Ignore button to close the transaction and cancel adding the document to the Sales Report.
Manually Adding a Tour Order (TO)

Manually Adding an Agent Automated Deduction (AAD)

An AAD is a request for reimbursement from a carrier for an error in a transaction that was reported in a previous Sales Report. It may be used to correct a mistake on a transaction in the Sales Report (i.e., overpayment on a transaction, incorrect commission, etc.). In order to use an AAD, the transaction in which the mistake was made must have been reported in an IAR Sales Report within one of the last 12 PEDs. An AAD is included in the IAR Sales Report as a credit to the agency and information concerning the AAD is transmitted to the appropriate carrier through the ARC report settlement process.

An AAD can only be manually added to IAR because they cannot be issued through a GDS. An agent may claim up to $25.00 on an ARC settled document but is limited to one AAD per document. Each refund, exchange and AAD transaction relies on information that was reported in a previous or current Sales Report.

ARC will process AADs that are included in an IAR Sales Report; however the agent is responsible for researching and verifying the circumstances of the transaction. Entering the AAD in IAR does not imply that the carrier agrees with the amount or circumstances surrounding the AAD.

ARC stores detailed data from Sales Reports that were authorized and submitted within the previous 13 months. When an AAD is included in the Sales Report, the IAR system searches the stored data for the fare, tax, total, commission and net remittance found on the original transaction to which the AAD relates. To manually add an AAD to IAR:

At the Sales Report screen,

  1. Click the ADD tab
  2. Click the TD-AAD radio button
  3. Type the document number in the 14-digit Document# field.
  4. Click the GO button.
  5. The AA D screen displays.
  6. Click the ET button to end transaction and save the document to the Sales Report.
  7. Click the Ignore button to close the transaction and cancel adding the document to the Sales Report.

Manually Adding an Adjustment Memo

Adjustment memos are issued by carriers regarding issues with previously reported transactions. Most carriers participate in ARC's Memo Manager service which provides an automated way for ARC participating travel professionals and carriers to electronically process and settle memos. ARC Memo Manager is one of the applications in the suite of MyARC tools and is free of charge.

Memo Manager allows two-way communication between agencies and carriers, eliminates the need to manually enter memo data into IAR and provides immediate access to memo status and information. Use of Memo Manager is not mandatory, however it is recommended especially since a carrier may only distribute their memos through Memo Manager.

If you need to settle a carrier adjustment memo that was not generated through Memo Manager, you must manually enter it into the IAR Sales Report.

There are four types of adjustment memos:

Manually Adding a Debit Memo or TRS Memo

A Debit Memo represents funds owed to the carrier on a previous sale or for an unreported sale. It appears in the Sales Report as a debit amount (positive amount). To add a Debit Memo to IAR:

At the Sales Report screen,

  1. Click the ADD tab.
  2. Click the TA-Document radio button.
  3. Type the document number in the 14-digit Document# field.
  4. Click the GO button.
  5. The Debit Memo screen displays.
  6. Click the ET button to end transaction and save the document to the Sales Report.
  7. Click the Ignore button to close the transaction and cancel adding the document to the Sales Report.
Manually Adding a Debit Memo or TRS Memo

Manually Adding a Credit Memo

A Credit Memo represents money due to the travel agency on a previous sale or for another reason. It appears in the Sales Report as a credit amount (negative amount).

At the Sales Report screen,

  1. Click the ADD tab.
  2. Click the TA-Document radio button.
  3. Type the document number in the 14-digit Document# field.
  4. Click the GO button.
  5. The Credit Memo screen displays.
  6. Click the ET button to end transaction and save the document to the Sales Report.
  7. Click the Ignore button to close the transaction and cancel adding the document to the Sales Report.
Manually Adding a Crebit Memo

Manually Adding a Recall Commission Statement

A Recall Commission Statement is a statement of amount payable to the carrier for the return of commission on a ticket previously issued and reported. In order to report the recall commission statement, it must be added as a transaction to the Sales Report. To add a Recall Commission Statement to IAR:

At the Sales Report screen,

  1. Click the ADD tab.
  2. Click the TA-Document radio button.
  3. Type the document number in the 14-digit Document# field.
  4. Click the GO button.
  5. The Recall Commission Statement screen displays.
  6. Click the ET button to end transaction and save the document to the Sales Report.
  7. Click the Ignore button to close the transaction and cancel adding the document to the Sales Report.
Manually Adding a Recall Commission Statement

Type A Certificates Screen

A Type A Certificate is a carrier issued certificate giving authorization to issue a ticket at a reduced fare. It is processed through IAR as a regular sale (straight sale) - not as an exchange. When the sale is issued, the certificate number should be included in the Endorsements/Restrictions field using the following codes to identify the data (this includes other waivers types as well).

CEType A CertificateLTLost Ticket Application
DEDeath CertificateWVWaiver Code
DRDoctor's Note

Each certificate or code must be preceded and followed by one of the following special characters:

/Slash-Dash
*Asterisk,Comma

Examples:
/CE9991234567890/
*WV123456789012345*
*CE0060691111111*
/CE0123456789012/WV98765432/
,DR987654321098765,CE0123456789012,

If certificate information is not received from the GDS (not included when issuing the ticket or in the wrong format), you will need to manually enter the certificate into IAR.

It is recommended that you write the new ticket number on the face of that certificate and retain it for your records. This documentation will assist you in the event that ARC or the carrier inquires about the transaction. A copy of the agent's coupon for each transaction is available in the ARC Document Retrieval Service (DRS). Please note: a carrier's document retention requirement may differ from ARC's document retention requirements.

If you receive an unnumbered carrier certificate, you must still enter the certificate into IAR to advise the carrier that the fare shown on the ticket was calculated using a discount certificate. You will need to enter the three-digit carrier code as the first three numbers of the certificate followed by up to eleven (11) alphanumeric characters to describe the coupon.

Example: 005ENTRCPNBOOK

IAR supports the use of up to 50 old Type A certificates in a single transaction. Since your GDS cannot support transmission of this many certificates to IAR, you would add the additional certificates using the More Certificates link on the Financial Details screen (up to 4 certificates can be entered on the Financial Details screen). To add additional Type A Certificates to IAR:

At the Financial Details screen.

  1. Click the More Certificates link.
  2. The Type A Certificates screen displays.
  3. Enter up to 50 certificates on this screen.
  4. Click the OK button to save entries.
  5. Click CANCEL to return to the Financial Details screen and not save any entries.

Note: The first three digits of the certificate number must always be the carrier code followed by up to eleven numbers or characters to describe the coupon.

Type A Certificates Screen

Other Documents

Government Transportation Request (GTR) - Payable to Agent

Many federal government agencies purchase air transportation under the terms of a specific contract between the government agency and the agent. Some contracts require the use of a Government Transportation Request (GTR) as a form of payment and/or payment of commission for transactions. The terms of these contracts and the policies for use of GTRs are individually administered by the carrier.

It is important to remember that all GTRs must be reported in the IAR Sales Report as cash transactions. To process a GTR payable to the agent:

At the Sales Report screen,

  1. Click the ADD tab.
  2. Click the TA - Document radio button.
  3. Type a transaction number in the 14-character Document# textbox.
  4. Click the GO button.
  5. The Financial Detail screen displays.
  6. Type Cash in the Form of Payment field.
  7. Click the Next link or click the Itinerary/Endors screen tab to move to the Itinerary/Endorsements screen.
  8. Type Gov't Travel - Refundable by agency only, GR' and the GTR number in the Endorsement Restrictions textbox.
  9. Click the ET button to end the transaction and save the document to the Sales Report.
  10. Click the Ignore button to close the transaction and cancel adding the document to the Sales Report.

Note: Commission on a GTR is claimed in the same way as a normal cash sale. Handle the GTR coupon as agreed between the government agency and the agent

Government Transportation Request (GTR) - Payable to Ticketing Carrier

To process a GTR payable to a ticketing carrier:

At the Sales Report screen,

  1. Click the ADD tab.
  2. Click the TA - Document radio button.
  3. Type a transaction number in the 14-character Document# textbox.
  4. Click the GO button.
  5. The Financial Detail screen displays.
  6. Type GR' and GTR number in the Form of Payment field.
  7. Click the Next link or Itinerary/Endors tab to access the Itinerary/Endorsement screen.
  8. Click the ET button to end the transaction and save the document to the Sales Report.
  9. Click the Ignore button to close the transaction and cancel adding the document to the Sales Report.

Automated Documents not Received from the GDS

In the rate even that an automated ticket is not received via the data transfer from the GDS, you will need to manually enter the transaction and its associated data into the IAR Sales Report. Although some GDSs are able to transmit manual PTAs and 4-flight transactions to IAR, you will most likely need to add these sorts of manual documents directly into the IAR Sales Report.

Adding Duplicate Ticket Numbers

An agent should not attempt to manually add a ticket with the same document number as another ticket into the IAR Sales Report or to additional Sales Reports of multiple-location agencies.

When a ticket is manually added to the Sales Report the, IAR system checks all available Sales Report PEDs (including branch location Sales Reports) for duplicate ticket numbers. If an agent attempts to add a transaction (using the Add tab on the Sales Report screen) which already exists in an active status, IAR will display an error message that a duplicate exists and does not allow the duplicate ticket to be added.

Duplicates are considered to only be transactions that are not voided and belong to the requesting agency or its related family agencies. Refunds are not recognized as duplicates.

Voiding a Transaction in the Sales Report - Sales Report Screen

Transactions voided in your GDS will be reflected as voids in IAR the following day. You can also manually void documents directly in IAR for immediate review, although ARC highly recommends that all ticket activity be processed in your GDS to ensure that all information is correctly updated in both the PNR and electronic ticket record.

A document that has been voided will reflect a status code of "V" on both the List Transactions and List Voids screens. Because a void status takes precedence over all other status types, the "V" status code is displayed alone. Even though other transaction status types may apply to a document (such as "E" for error), these other transaction status codes are no longer displayed after it is voided. However, any status that exists when you void the document remains part of that transaction and is reinstated if you choose to reverse the void status.

Note: All voids of an electronic ticket require an Electronic Settlement Authorization Code (ESAC). The Void ESAC is a required for every IAR void. When a travel agent successfully voids an e-ticket through a GDS, the carrier must approve the void request, issue an ESAC and update the status of the transaction in their e-ticket database to VOID. The carrier communicates this information back through the GDS and the GDS sends that information to IAR that evening which is automatically loaded into the IAR Sales Report. This void process maintains synchronization between the GDS, the carrier's e- ticket database and IAR.

Conversely, if an agent voids an e-ticket in IAR only, IAR communicates with the carrier to request a void and obtain an ESAC (for participating carriers). If the void request from IAR is approved, the carrier issues an ESAC, updates the ticket status to void in their database and returns the void confirmation and ESAC to IAR. IAR then automatically updates the Sales Report.

As mentioned earlier, while most carriers support voids of E-ticket sales transactions performed directly in IAR, not all carriers support this method of void.

Note: If a carrier does not support IAR ET voids, it is the agent's responsibility to obtain approval from the carrier to void the transaction as well as to obtain an ESAC from the carrier to enter into IAR. Failure to obtain a valid ESAC may result in the issuance of a debit memo from the validating carrier.

To void a transaction in IAR: At the Sales Report screen,

  1. Click the check box associated with the transaction to void.
  2. Click the VOID button.
  3. The Void Confirmation screen displays.
  4. If the transaction is an e-ticket, enter the ESAC in the "If the selected document is an e-ticket, please enter the ESAC:" textbox.
  5. Click Yes to add the void status.
  6. Click No to take no action and return to the previous screen.
Voiding a Transaction in the Sales Report - Sales Report Screen

Void Reverse a Transaction in the Sales Report

In some cases, you may reinstate a voided transaction (unvoid) in the IAR Sales Report with the Void Reverse option. This option will reverse the void status of a document so that it is included back into the Sales Report. Most carriers do not support void reverse functionality for E-tickets.

NOTE: It is not possible to reverse the void of any exchange in IAR and a refund may only be reversed if a carrier supports Cancel Refund functionality which must occur the same day as the refund. To reverse a voided transaction:

At the Sales Report screen,

  1. Click the check box associated with the transaction(s) to reverse void.
  2. Click the Reverse Void button.
  3. The void status is removed from the transaction.

Cash and credit card transactions can be voided any time prior to the next business day void window deadline. However Electronic Credit Card Billing (ECCB) procedures apply to transactions issued with a credit card form of payment. The following rules apply to credit card voids:

Voiding a Transaction in the Sales Report - Void Tab

The Sales Report screen's Void Tab contains the commands used to void or void reverse a transaction. To access the Void tab:

At the IAR Home page screen,

  1. Click the ARC# link to access a Sales Report.
  2. The default Sales Report screen displays set to the List tab.
  3. Click the VOID tab.
  4. Select the desired Void type.
  5. Type a document number into the 10-character Document# textbox.
  6. Click the GO button.
Voiding a Transaction in the Sales Report - Void Tab

IAR Void/Modify Window

In most cases, a document may be voided or modified in IAR only through the next business day following document issuance.

The IAR Void/Modify window sets the time frame for when documents can be voided or modified including:

  1. Any transaction loaded into IAR from the GDS may be voided through the first business day after the issuance of the sale. Ideally, a void should be completed in the GDS but may be performed manually in IAR.
  2. Any transaction manually entered into IAR may be voided only on the same day it is entered into IAR.
  3. Any sales transaction loaded into IAR from the GDS may be modified in IAR through the first business day after the issuance of the sale.
  4. A sale transaction manually entered into IAR may be modified in IAR only the same day it is entered into IAR.
  5. A commission on a GDS sales transaction may be modified through the first business day after the issuance of the sale.
  6. A commission on a sale transaction manually entered into IAR may be modified in IAR only on the same day it is entered into IAR.

The chart shown below provides basic information on the void/modify window for documents issued or invoiced through a GDS. Note: A void made in the GDS must be completed by 11:59 PM local time and a void or modification made in IAR must be completed prior to 11:59 PM Eastern Time. The timetable for voiding and/or modifying transactions is subject to change or modification.

Document Issued IAR System Entry Date Last Day to Void or Modify
Monday Tuesday Tuesday
Tuesday Wednesday Wednesday
Wednesday Thursday Thursday
Thursday Friday Friday
Friday Saturday Monday
Saturday Sunday Monday
Sunday Monday Monday

The chart below provides basic information on the void window for documents that are manually entered into the IAR Sales Report. The timetable for voiding and/or modifying transactions is subject to change or modification.

Document Entered into IAR Last Day to Void or Modify
Monday Monday
Tuesday Tuesday
Wednesday Wednesday
Thursday Thursday
Friday Friday
Saturday Saturday
Sunday Sunday

Unapplied Voids and ARC Automated Refunds

An unapplied void is an unusual event that occurs when IAR is unable to apply a GDS-generated void to the corresponding Electronic Ticket sale. This can happen because the void message was received for a sale that has already been refunded or exchanged. It can also happen when a void message was received after the void window has already passed and the sale was reported to the carrier.

In instances where the GDS void is received after the IAR void window has passed, ARC creates and processes an ARC Automated Refund whenever possible. An ARC Automated Refund is a full refund of the original sales ticket transaction and is displayed in IAR as a refund and sent to the validating ARC participating carrier. ARC provides an exception/error code of "A" to indicate that ARC generated the refund which is displayed on carrier output and in DRS. 

The main reasons for unapplied voids are due to one or more of the following "timing" issues:

  1. Time differences between local time at the Agency and the local time at the GDS Data Center. The GDS cut off time for outputting transactions on the daily System Provider Reporting File (SPRF) sent to ARC may be prior to midnight local time where the agency performed the void.
  2. Timing of the receipt of SPRF files by ARC.

Agents may void a sales transaction until 11:59 PM local time of the next business day after the sale was issued. GDS Data Centers create the System Provider Reporting File (SPRF) that is sent to ARC to load to IAR. These SPRFs contain all sales, void and refund activity performed in the GDS for that single day. Each GDS Data Center sends their SPRF file to ARC every evening. Some of these GDS data centers are located in time zones other than where their agency customers are located, which may cause a timing issue if the SPRF is sent to ARC prior to midnight local time where the agent may still be issuing sales, refunds and voids. This timing difference means that GDS activity is held an extra day before being sent to ARC.

While agents can issue GDS voids until 11:59pm local time, the option of also performing the void in IAR is not possible when IAR is unavailable. Each night between 1 AM Eastern Time (ET) and 7 AM ET, IAR is taken off line in order to perform regular system maintenance and to load and process GDS SPRFs.

Example: On Tuesday at 11:30 PM Pacific Time an agent located in California uses their GDS to void a sale transaction that was issued on Monday. That agency's GDS has a Data Center located in Oklahoma (Central Time) which had already sent their daily SPRF to ARC at 1:00 AM Central Time (11:00 PM Pacific, 2:00 AM Eastern). That void won't be sent to ARC until the following day (Wednesday) which is past the standard next business day void window which means the void message cannot be applied to the agent's IAR sales report. Instead, IAR will automatically create an ARC Automated Refund on Thursday for the voided sale.

The ARC Automated Refund is normally created in the same sales report PED as the original sale, however there are times when the automated refund will be created in the following sales report PED. For example, when a GDS void is performed late Monday evening Pacific Time against the sale of a ticket issued the previous business day (Friday, Saturday or Sunday), that void may miss the GDS data cut off window (varies by GDS). This means the GDS cannot deliver the void message to IAR until the following Tuesday evening for processing Wednesday morning. This is too late for ARC to apply the void or to create an automated refund in the same sales report as the original sale, so the automated refund will be created in the next open sales report.

General Business Rules:

  1. An ARC Automated Refund cannot be modified or voided unless the transaction is in error.
  2. The IAR Refund Details screen will display "ARC created document" to indicate the refund was generated by ARC as a result of an unapplied void.
  3. The refund ESAC field will display the ESAC contained in the original void. If the original void message did not contain a void ESAC, the refund ESAC field will display, "ARCAUTOREF".

Refund Details Screen with Original ESAC

Unapplied Voids (ARC Automated Refund

Refund Details Screen with System Generated ESAC

Unapplied Voids (ARC Automated Refund

Refunding Transactions in the Sales Report

A customer may request a refund for a transaction issued on any ARC traffic document that has been reported. The IAR system automatically accepts GDS-issued refunds that were generated using proper GDS formats. IAR also allows you to view, modify and manually enter refund transactions in the Sales Report.

There are two types of refund:

  1. Full Refund - A wholly unused original document with no usage of flight/value coupons is returned for refund.
  2. Partial Refund - A partially used original document where all remaining flight/value coupons are being returned for refund.

Rules for Refunding

Full Refund Entry

The following steps should be used to manually add a full refund in IAR:

At the Sales Report screen,

  1. Click the Refund tab.
  2. Click the RF - Full Refund radio button.
  3. Type the document number to be refunded in the 13-character Document# textbox (3-character carrier code plus 10-character ticket number).
  4. Click the GO button.
  5. The Refund Details screen will be displayed with all original information and financials pre-populated.
  6. Verify that the information is accurate and make any changes necessary.
  7. Click the ET button to move to the Confirm End Transaction screen. Click YES to end the transaction and save all changes. Click NO to return to the Refund Details screen.
  8. Click the Ignore button to move to the Confirm Ignore screen. If you then select the YES button, all changes made will be ignored (lost).

For a complete listing of all IAR field names and definitions, see the glossary at the end of this section.

Please Note:

Partial Refund Entry

The following steps should be used to manually add a partial refund in IAR:

At the Sales Report screen,

  1. Click the Refund tab.
  2. Click the RP - Partial Refund radio button.
  3. Type the document number to be refunded in the 13-character Document# box.
  4. Click the GO button.
  5. The Refund Details screen will be displayed with all information pre-populated except for the financial detail.
  6. Verify that the information is accurate and enter the financial values of the unused coupon(s). Be sure to include base fare, tax breakdown, total, commission and any penalty or waiver code if applicable,
  7. Click the ET button to move to the Confirm End Transaction screen. Click YES to end the transaction and save all changes. Click NO to return to the Refund Details screen.
  8. Click the Ignore button to move to the Confirm Ignore screed. If the YES button is used, all changes are ignored and cannot be recovered.

For a complete listing of all IAR field names and definitions, see the glossary at the end of this section.

Refund of a Prepaid Ticket Advice (PTA)

Once a PTA has been called in to the carrier, it cannot be voided. The transaction is fully controlled by the carrier and the following conditions apply:

Split Payment Refunds

A split payment exchange transaction can occur if a client requests that one portion of a transaction be charged against a credit card and the remaining portion charged against another credit card or paid by cash or check.

However, when a client requests a refund of such a split payment exchange, the refund must be returned to the original forms of payment. In the past, this was accomplished by exchanging the old exchange document for a new automated MCO refunding one form of payment and a refund of that new MCO to refund the remaining form of payment. Unfortunately, with electronic ticketing, most carriers no longer allow an e-ticket to be exchanged for a paper document (an automated MCO is considered to be a paper document).

To properly process refunds of split payment exchanges, it is recommended that the refund be submitted to the validating carrier for refund. IAR will allow the full refund value to be refunded to one of the credit cards used in the exchange, but doing so could result in the carrier issuing a debit memo. IAR does not allow the full refund value to be refunded to either form of payment if the payment was split between a credit card and cash or check.

Note: Use of a voucher, coupon or MCO in an exchange transaction towards the purchase of a ticket is not considered to be a split payment transaction. The value of a Type B voucher or carrier non-transport document is non-refundable.

Split Payment Refunds

Refund Application

The Refund Application is automatically generated and displayed to you upon successful completion of an error-free refund. The Refund Application serves as both confirmation that the refund has been processed in your sales report and as a customer receipt if needed. All information on the Refund Application screen is pre-populated and provides a summary of the refund transaction. Note that "Refund Subject To Carrier Audit" appears on the Refund Application because the refund may be verified by the carrier for validity and accuracy.

At any time after the refund has been created, the Refund Application screen can be redisplayed by following these steps:

At the Refund Details screen,

Refund Application

Exchanging Transactions in the Sales Report

Exchanging transactions is the process used to issue new document(s) using an old document or documents as either full or partial payment. This process may be necessary when a customer requests a change in their airline schedule or itinerary or requires some other change that requires that a new document be issued.

The IAR system automatically accepts GDS-issued exchanges that were generated using proper GDS formats. IAR also allows you to view, modify and manually enter exchange transactions in the Sales Report. Reporting an exchange to IAR records the exchange transaction and includes it with the weekly Sales Report submission.

IAR allows exchanges to be viewed, modified or added in the Sales Report using fill-in screens. These screens allow you to view, modify or add document-related information, such as fare, tax information, administrative penalty and commission on administrative penalty in to the IAR Sales Report.

There are two types of exchanges:

  1. Full Exchange - A wholly unused original document with no usage of value coupons is presented for exchange for a new document.
  2. Partial Exchange - A partially used original document where all remaining value coupons are being returned for exchange for a new document. Also includes non-ARC documents presented for exchange (such as a Type B voucher or carrier non-transport document) if allowed by carrier.

Note: A PTA may not be used as the old document in an exchange, but may be issued as a new document.

Either type of exchange will result in one of the following exchange types:

  1. Additional collection
  2. Refund with exchange
  3. >3. Even exchange

Rules for Exchanging

Full Exchange - Old Document

To add an old document to a transaction and complete a full exchange:

At the Sales Report screen,

  1. Click the Document# to be exchanged.
  2. The Financial Details screen displays.
  3. Move to the Exchanges: Old Document section of the screen.
  4. Type the document number of the transaction to be exchanged (old document) in the Add 13-character Old Document# textbox.
  5. Click the box next to the Exchange All field to indicate that all coupons are part of the exchange.
  6. Click the ADD button to add the document as an exchange in IAR.
  7. The Exchange Support screen displays.
  8. To see a summary of the exchange transaction, click the Exchange Summary tab
  9. Click the ET button to end the transaction and move to the Confirm End Transaction screen. If the YES button is used, all changes are saved.
  10. Click the Ignore button to move to the Confirm Ignore screen. If the Yes button is used all changes are lost.

For a complete listing of all IAR field names and definitions, see the glossary at the end of this section.

Full Exchange - New Document

To add a new document as part of an exchange:

At the Sales Report screen,

  1. Click the Document# to be exchanged.
  2. The Financial Details screen displays.
  3. Move to the Exchanges: New Document section of the Financial Details screen.
  4. Type the new document number in the Add 10-character New Document# box.
  5. Click the box next to the Exchange All field to indicate that all coupons are part of the exchange.
  6. Click the ADD button to add the new document to the exchange transaction.
  7. The Exchange Support screen displays.
  8. To see a summary of the exchange transaction, click the Exchange Summary tab
  9. Click the ET button to end the transaction and move to the Confirm End Transaction screen. If the YES button is used, all changes are saved.
  10. Click the Ignore button to move to the Confirm Ignore screen. If the YES button is used, all changes are lost.
Full Exchange - Old Document

Exchange Support Screen

After all the data is entered into the Financial Details screen, the Exchange Support screen must be completed. This screen is populated with as much information as possible from the IAR Sales Report. To access the Exchange Support screen:

At the Sales Support screen,

  1. Click the Document# to be used in the exchange (note that the Tran Type is EX).
  2. The Financial Details screen displays.
  3. Move to the Exchanges Old section of the screen to see the documents entered to be used in the exchange.
  4. Click the Document# link to display the Exchange Support screen.
  5. The Exchange Support screen displays showing the financial details of the document to be exchanged.
  6. Click the ET button to end the transaction and move to the Confirm End Transaction screen. If the YES button is used, all changes are saved.
  7. Click the Ignore button to move to the Confirm Ignore screen. If the YES button is used, all changes are lost.
Exchange Support Screen

Exchange Summary Screen

The Exchange Summary screen is populated by the data that you have entered into the IAR Sales Report and is a recap of the details involved in an exchange. More specifically this is the final recap of the details involved in the exchange. With the exception of the Adjustment field and the Form of Payment fields, all other details on this screen are non-modifiable. The Adjustment field cannot be populated by a GDS entry. It is an IAR-only field that serves as a refund override to reduce the amount of a system-calculated refund. Entry of data in this field is only allowed when the exchange type is and Exchange with Refund. To access the Exchange Summary screen:

At the Financial Details screen for the document used in the exchange,

  1. Click the Exchange Summary tab.
  2. The Exchange Summary screen displays.
  3. Click the ET button to end the transaction and move to the Confirm End Transaction screen. If the YES button is used, all changes are saved.
  4. Click the Ignore button to move to the Confirm Ignore screen. If the YES button is used, all changes are lost.
Exchange Summary

Remove a Document from an Exchange

There may be instances when an old or new document must be removed from an exchange transaction. Following are the steps for removing either an old or new document from an exchange transaction.

To remove an old document from an exchange transaction: At the Financial Details screen,

  1. Move to the Exchanges: Old Documents section of the screen.
  2. Click the box next to the Document# to be removed (this places a check mark in the box).
  3. Click the "R" box located next to the check box.
  4. The document is removed as part of the exchange.

To remove a new document from an exchange transaction:

  1. At the Financial Details screen,
  2. Move to the Exchanges: New Documents section of the screen.
  3. Click the box next to the Document# to be removed (this places a check mark in the box).
  4. Click the "R" box located next to the check box.
  5. The document is removed as part of the exchange.
Remove a Document from an Exchange

Partial Exchange

Partially used documents and non-ARC document (Type B voucher or a carrier non-transport document) can be used in a partial exchange. To add a partially used old document or non-ARC document to a transaction and complete a partial exchange:

At the Sales Report screen,

  1. Click the Document# to be exchanged.
  2. Move to the Exchanges: Old Document section of the screen.
  3. Type the document number in the Add 13-character Old Document# textbox.
  4. Leave the box next to the Exchange All field blank.
  5. Click the ADD button to add the document as an exchange.
  6. The Exchange Support screen displays.
  7. Click the ET button to end the transaction and move to the Confirm End Transaction screen. If the YES button is selected, all changes are saved.
  8. Click the Ignore button to move to the Confirm Ignore screen. If the YES button is selected, all changes are lost.

For a complete listing of all IAR field names and definitions, see the glossary at the end of this section.

Exchanges with Residual Value (Non-refundable value)

An exchange with residual value is the result of exchanging an old non-refundable document for a new document which has a lesser value than the old document. When the carrier allows this difference to be transferred to an MCO, IAR supports can systematically link that GDS-issued residual value MCO to its associated exchange transaction in the sales report. This MCO auto-linking feature reduces the manual effort required to identify and link residual value MCOs to their associated exchanges and reduces the number of IAR exchange errors.

The Residual MCO Auto-linking feature applies only to residual value MCOs received from the GDS. It does not work for an MCO which was manually entered into IAR by a user.

In order for IAR to perform the link, you must do two things prior to issuing the residual value MCO in the GDS:

  1. The new exchange document number must be listed in the "ISSUED IN CONNECTION WITH" field of the MCO.
  2. Either the word "RESIDUAL" or "FUTURE" (as in Future Air Transportation) must be entered in the "TYPE OF SERVICE" or "VALID FOR" field on the MCO.

Note: When a carrier does not allow any residual value resulting from an exchange to be either issued to an MCO for future use or applied to any exchange penalty, this is known as a "Use It or Lose It" exchange. However, before you issue the new exchange in this situation you should increase the exchange penalty amount to include the residual value so that the new exchange interfaces to IAR for the correct exchange value. If you don't increase the penalty amount, you will need to modify the exchange after it loads to IAR to remove the residual value from the exchange.

For example, if a carrier imposes a $150 administrative fee (exchange penalty) and does not permit a residual value of $200 to be issued to an MCO or applied to the $150 penalty, you should invoice the exchange in your GDS with a penalty amount of $350 so that the exchange interfaces correctly and error-free to IAR. If you do not do this, the exchange will load to IAR as an exchange with a refund value of $50.00.

Preparing Your Sales Report for Authorization

The Sales Report contains all transactions issued and validated during the weekly sales report period. After you have verified that the data contained in your Sales Report is valid and correct, the final step is to authorize the report for submission to ARC.

You must authorize the Sales Report from the IAR Home Page screen. The authorization deadline for the Sales Report is Tuesday at 11:59 pm Eastern Time (ET) on the Tuesday following the close of the sales report period. When an officially recognized ARC holiday falls on a Monday, this regular authorization deadline is extended to Wednesday at 11:59PM ET on the Wednesday following the close of the sales period.

Clicking the authorize command is your approval of the Sales Report and serves as your authorization of the settlement amount (net remittance amount) and of ARC's draft of that amount either to or from your bank account.

Electronic authorization of your report replaces the manual "mailing" of the old manual paper sales report and paper ticket coupons and RENs to ARC. When you click the Auth/Submit button and type in your password to authorize your report, you have electronically advised ARC that your report is complete and accurate.

If you fail to authorize your sales report by Tuesday at 11:59pm ET, any transactions in an error status are rolled (automatically moved) to the next open sales report. Consequently, these errors cannot be corrected in the current unauthorized sales report and must be corrected in the next open sales report.

NOTE: Carriers may charge late reporting fees for any transaction contained in a sales report that is authorized after Tuesday at 11:59pm ET.

Viewing Sales Report Totals

There are four different reports that summarize the transactions in your IAR Sales Report which are designed to help you review the sales report data prior to submission to ARC. These four reports are:

  1. Financial Summary
  2. Financial Detail
  3. List Counts
  4. Total Counts

As with IAR's List Transaction functionality previously described, qualifiers can be used with these four reports to assemble more specific report lists. However, because working with Sales Reports is different than working with transactions, there are a few differences in the qualifier categories.

There are four qualifier categories that can be used for summarizing Sales Report data. The four qualifier categories are:

  1. Access Group
  2. ARC#
  3. PED (Period Ending Date)
  4. Sales Report Status
Viewing Sales Report Totals

Viewing a Sales Report with Transaction(s) in Error

To view a list of Sales Reports that contains transactions in error:

At the IAR Home page screen,

  1. Click the Sales Report Status drop down box.
  2. Click E - Error or type the first letter of the qualifier in the combo box to bring it to the top.
  3. The E - Error status displays in the Sales Report Status textbox.
  4. Click the CREATE LIST button.
  5. A list of only those Sales Reports that contain errors displays.
  6. Click the Print/Save button to print or save the list.

Viewing Authorized Sales Reports

To view a list of authorized Sales Reports:

At the IAR Home page screen,

  1. Click the Sales Report Status drop down box.
  2. Click A - Authorized or type the first letter of the qualifier in the combo box to bring it to the top.
  3. The A - Authorized status displays in the Sales Report Status textbox.
  4. Click the CREATE LIST button.
  5. A list of only those Sales Reports which have been authorized displays.
  6. Click the Print/Save button to print or save the list.

Viewing Unsubmitted Sales Reports

To view a list of unsubmitted Sales Reports:

At the IAR Home page screen,

  1. Click the Sales Report Status drop down box.
  2. Click W - Unsubmitted or type the first letter of the qualifier in the combo box to bring it to the top.
  3. The W - Unsubmitted status displays in the Sales Report Status textbox.
  4. Click the CREATE LIST button.
  5. A list of only those Sales Reports that have not been submitted (authorized) displays.
  6. Click the Print/Save button to print or save the list.

Viewing Sales Reports with No Activity

IAR allows for the viewing of a list of Sales Reports which have had no activity for that sales period. To view a list of Sales Reports with no activity:

At the IAR Home page screen,

  1. Click the Sales Report Status drop down box.
  2. Click N - No Activity or type the first letter of the qualifier in the combo box to bring it to the top
  3. The N - No Activity status displays in the Sales Report Status textbox.
  4. Click the CREATE LIST button.
  5. A list of only those Sales Reports which have no activity displays.
  6. Click the Print/Save button to print or save the list.

Viewing Sales Reports Counts - List Counts

Selection of the LC - List Counts option displays a list of specific transaction type counts for a location or locations. This can be used in conjunction with the Access Group, ARC# and/or Sales Report Status drop down boxes to create even more specific displays. To select List Type - List Counts:

At the IAR Home page screen,

  1. Click the List Type drop down box.
  2. Click List Counts or type the first letter of the qualifier in the combo box to bring it to the top.
  3. The List Counts list type displays in the List Type box.
  4. Click the CREATE LIST button.
  5. Click the Print/Save button to print and/or save the list.
Viewing Sales Report Counts

Viewing Sales Reports Counts - Total Counts

Selection of the TC - Total Counts option displays a list of total counts for a location or locations. This can be used in conjunction with the Access Group, ARC# and/or Sales Report Status drop down boxes to create even more specific displays. To select a total counts list:

At the IAR Home page screen,

  1. Click the List Type drop down box.
  2. Click Total Counts or type the first letter of the qualifier in the combo box to bring it to the top.
  3. The Total Counts list type displays in the List Type box.
  4. Click the CREATE LIST button.
  5. Click the Print/Save button to print and/or save the list.

Viewing the Financial Details of a Individual Sales Report

The financial details of the following types of Sales Reports can be viewed in IAR:

To view the financial details of an individual Sales Report:

At the IAR Home page screen,

  1. Under the Financial Summary section of the screen, click the ARC# link associated with the Sales Report to view.
  2. The financial details of the Sales Report display as the default view.
  3. 3. Click the Print/Save button to print and/or save the financial details of a single Sales Report.
Viewing the Financial Details of a Individual Sales Report

Viewing Financial Summaries of a Sales Report

You can view the financial summary totals of Sales Reports for one or more locations. Viewing the financial summaries of multiple locations can be done for only one PED at a time. If the financial summary is for a single ARC location, more than one PED can be shown. In this case, the financial summary display shows individual PED dates along with the net cash, net credit, sales, and net remittance totals for each PED. To view the financial summary for a single ARC location:

At the IAR Home page screen,

  1. Click the arrow located next to the Access Group box to select the appropriate access group.
  2. Type the ARC# to view in the Begin with box.
  3. Click the List Type drop down box.
  4. Select Financial Summary or type the first letter of the list type in the combo box to bring it to the top.
  5. The Financial Summary selection appears in the List Type box
  6. Click the CREATE LIST button.
  7. The Financial Summary list for the selected ARC# displays.
  8. Click the Print/Save button to print and/or save the financial summary.
Viewing Financial Summaries of a Sales Report

To view the Financial Summary for more than one ARC# location:

At the IAR Home page screen,

  1. Click the arrow located next to the Access Group drop down box to select the appropriate access group.
  2. Click the Begin with check mark box.
  3. Type the beginning ARC# in the Begin with box.
  4. Click the List Type drop down box.
  5. Select Financial Summary or type the first letter of the list type in the combo box to bring it to the top.
  6. The Financial Summary selection appears in the List Type box.
  7. Click the CREATE LIST button.
  8. The Financial Summaries for the selected ARC#s displays.
  9. Click the Print/Save button to print and/or save the financial summaries.

Note: Only agents with access rights to view financial lists may access Financial Summary lists.

Viewing Financial Summaries of a Sales Report

Submitting a Sales Report

As mentioned previously, the Sales Report should not be submitted if it contains any errors; however if an error cannot be corrected prior to the Tuesday 11:59pm ET deadline, that error will be rolled (automatically moved) to the next open sales report. It will be flagged with the dual status of OE for Out of Period and Error. For information on correcting errors, see the section entitled Document Processing.

Once you determine that a Sales Report is complete and all errors that can be cleared are addressed, you must submit the report. The Sales Report submission deadline is Tuesday at 11:59 pm ET following the close of the Sales Report period. To submit a Sales Report:

At the IAR Home page screen,

  1. Click the check box associate with the ARC# to authorize/submit.
  2. Click the Auth/Submit button.
  3. The Submit Sales Report screen displays.
  4. Type your password in the Enter Password box.
  5. Click the SUBMIT button to submit the report.
  6. Click the CANCEL button to cancel the authorization and submission of the Sales Report and return to the Sales

Note: Only agents with access rights to both the Financial List and Authorize/Submit can authorize/submit the Sales Report.

Submitting a Sales Report

For travel agencies with multiple locations, the Authorize/Submit command may be used to authorize multiple sales reports in a single PED by clicking the applicable check boxes.

Submitting a Sales Report

Authorize/Submit Confirmation of Submission Screen

Upon your submission of the Sales Report, IAR automatically generates a unique confirmation number for the report which is displayed to the agent user who has authorized the report via the Authorize Submit Confirmation screen. Along with the confirmation number, the Authorize/Submit Confirmation Submission Screen displays the location, the status, the PED, the user name of the person authorizing the report, the net cash, net credit and net remit totals.

Authorize⁄Submit Confirmation of Submission Screen

ARC strongly suggests that this confirmation information be retained as proof of Sales Report authorization. You may choose to print the Authorize Submit Confirmation screen or you may choose to print or save an electronic copy of the LS - Financial Summary page which can list all authorized sales reports and their associated detail. A truncated confirmation number (first six digits reflecting the PED date are dropped) is also included on the electronic sales report copy stored in the Internet Sales Summary (ISS) tool.

Reversing an Authorized and Submitted Sales Report

Accuracy is a key component of the IAR Sales Report. If you discover that a changes is needed to a Sales Report that has already been submitted, you may choose to use the Authorize Reverse command. The Authorize Reverse command allows you to retrieve the Sales Report from ARC, opening it back up to perform any necessary changes. However, the Authorize Reverse command can only be used prior to the Tuesday at 11:59pm ET sales report submission deadline.

Reversing the authorized status of a report restores your ability to add, modify, or delete transaction information contained in the report (provided the void/modify windows have not passed). Once an authorized sales report is reversed, it is no longer authorized. The old confirmation number will no longer be valid and a new confirmation must be obtained by re-authorizing/re-submitting the Sales Report prior to the Tuesday at 11:59pm ET submission deadline.

Although the Authorize/Submit command may be used to submit multiple Sales Reports, this option is not available with the Authorize Reverse command which allows only one report to be reversed at a time. The Authorize Reverse command applies only to a single ARC# and PED.

To reverse the authorization of a Sales Report prior to the submission deadline:

At the IAR Home page screen,

  1. Click the box associated with the ARC# for the report you want to Reverse Authorize/Submit.
  2. Click the "R" box located under the Rev A/S heading in the far right column.
  3. The Reverse Authorized Status screen is displayed.
  4. Type your IAR password in the Enter Password textbox.
  5. Click the SUBMIT button to approve the reverse the authorized status of the Sales Report, or
  6. Click the CANCEL button to cancel the reversal action and return to the Sales Report screen.

Note: Only agents with access rights to both Financial List and Authorize/Submit can authorize/submit the Sales Report.

Reversing an Authorized and Submitted Sales Report

Screen and Field Names

The following section describes each screen used in IAR along with a brief purpose of each screen and also lists all the fields associated with each screen. This section is divided into 2 tables; one describes the screens and one defines the fields on each screen.

Screen Name Purpose of Screen
Administrator Contact Information Used when a user needs IAR Administrator user role assistance.
IAR Home Default first page of the IAR application.
Submit Sales Report Screen used to submit the Sales Report. A password is required to use this screen and submit this report.
Authorize/Submit Confirmation Submission Screen Screen displays all the confirmation information back to the agent for a Sales Report that is submitted.
IAR Users Default screen when the global Administration header is selected. Allows the Administrator to manage IAR user profiles by adding, deleting, activating/inactivating users. In addition, this is the screen where the Administrator assigns users to specific ARC# access groups or user roles.
User Roles Screen show a list of user roles, the number of user members for specific ARC# locations and the access rights of each role.
ARC# Access Screen where the Administrator can create customized, more manageable location groups with an ARC "family". Also allows the Administrator to grant or restrict access to multiple locations for specific users.
ARC# Access Group Profile Screen is used to manage ARC# Access Groups by creating new groups, editing existing groups or deleting groups.
Help IAR Help System
Sales Report
Sales Report List (tab) Default list screen appears when the List tab is selected. The List tab default screen is used to create lists of transactions using IAR qualifiers.
Sales Report Modify (tab) Default modify screen appears when the Modify tab is selected. This is the screen where a user can modify a transaction and modify commission by dollar amount or percentage.
Sales Report Add (tab) Default add document or AAD screen appears when the Add tab is selected.
Sales Report Refund tab Default refund screen appears when the Refund tabis selected.
Sales Report Void (tab) Default void screen appears when the Void tab is selected. This is the screen where a user can void or void reverse a transaction.
Sales Report View Only (tab) Default View Only screen appears when the View Only tab is selected. This screen allows a user to view a detailed transaction list, determine when a transaction was last modified and find an old/used ticket. This screen does not allow a user to make any modifications to the transactions.
Financial Details Displays the financials of a transaction. Screen is used when adding or modifying a transaction.
Itinerary/Endors Screen used to add or modify the itinerary or endorsements of a transaction.
Edit Commission Screen where commission is modified by dollar amount or percentage.
Confirm Void Screen used to allow a user to review the transactions that have been requested to void. If the YES button is clicked, the transactions are voided. If the NO button is pressed, the transactions are not voided.
Confirm End Transaction Screen used to confirm that a user intends to end a transaction. If the YES button is clicked, the transaction is ended and all changes are saved. If the NO button is clicked, the transaction not ended and returns to the Sales Report screen.
Confirm Ignore Screen used to confirm that a user intends to exit a screen. If the YES button is clicked all charges are lost and the user returns to the Sales Report screen. If the NO button is clicked.
MCO Information Screen used in conjunction with the Financial Details screen to manually add a Miscellaneous Charges Order to the Sales Report.
Tour Information Screen used in conjunction with the Financial Details screen to manually add a Tour Order to the Sales Report.
Agent Automated Deduction Screen used to manually add an Agent Automated Deduction to the Sales Report.
Debit Memo Screen used to manually add a Debit Memo to the Sales Report.
Recall Commission Statement Screen used to manually add a Recall Commission Statement to the Sales Report.
Refund Details Displays the financials of a refund transaction. Screen is used when adding or modifying a refund transaction.
Refund Application The Refund Application is generated after an error free refund is submitted and acts as a confirmation that the refund has been accepted.
Exchange Support Displays the financials of the exchange transaction. Screen is used when adding or modifying an exchange transaction.
Exchange Summary Displays summary exchange transaction information. Included are the new and old document totals and amount due form client.

Field Name Screen Definition
Enter Your ARC# Administrator Contact Information The unique 8-digit ARC location code identifying a specific travel office.
Administrator Administrator Contact Information Name of the IAR Administrator.
Find...by IAR User Administration - IAR Users tab Search function used to find a user by last name, first name, username, ARC# or status.
ARC# IAR User Administration - IAR Users tab The unique 8-digit ARC location code identifying a specific travel office that is associated with a username.
Status IAR User Administration - IAR Users tab Status of the user. The status is either I - Inactive or A - Active.
ARC# Access IAR User Administration - IAR Users tab Links to the ARC# Access Group screen. Used to identify ARC# Access Groups.
IAR Role IAR User Administration - IAR Users tab Links to the IAR Role screen of the user. The IAR role refers to a user's rights to perform tasks.
View ARC# IAR User Administration - Users Role tab View an ARC location's list of user roles, the number of user members for a specific ARC location and the access rights of each role.
Roles IAR User Administration - Users Role tab Refers to the rights that are assigned to a user.
ARC# IAR User Administration - Users Role tab The unique 8-digit ARC location code identifying a specific travel office.
# of IAR Users IAR User Administration - Users Role tab Count of the number of users assigned to a specific role.
Rights IAR User Administration - Users Role tab Refers to a user's rights to perform activities within and upon a sales report(s) and an administrator's rights to manage users in IAR.
Show Results IAR Use Administration - ARC# Access tab When creating a list, a user can opt to view a list of 20, 50, 100, 250 or 500 results per page.
Find...by IAR Use Administration - ARC# Access tab Search function used to fins a list of user roles, the number of user member for a specific ARC# location and the access rights of each user.
ARC# Access IAR Use Administration - ARC# Access tab ARC#s assigned to a group name.
ARC# IAR Use Administration - ARC# Access tab The unique 8-digit ARC location code identifying a specific travel office.
# of IAR Users IAR User IAR Use Administration - ARC# Access tab Count of IAR users.
Modified by IAR Use Administration - ARC# Access tab Name of the Administrator who last made a modification to a group.
Group Name ARC# Access Group Profile Name of the ARC# Access group.
Available ARC#s ARC# Access Group Profile ARC numbers from the selected and custom groups that are available to be added to a new custom group.
Selected ARC#s ARC# Access Group Profile ARC#s from the selected and custom groups that are selected to make a new group.
Status User Profile Identifies the status of a user - either Inactive or Active.
Users ARC# User Profile The unique 8-digit ARC location code identifying a specific travel office associated with a specific user.
Last Name User Profile Last name (surname) of the user.
First Name User Profile First name of the user.
Email User Profile Email address of the user.
User Role User Profile Role assigned to the user.
Available Groups User Profile ARC numbers from the selected and custom groups that are available to be added to a new custom group.
Selected Groups User Profile ARC#s from the selected and custom groups that are selected to make a new group.
Access Group IAR Home page A collection of ARC#s.
ARC# IAR Home page The unique 8-digit ARC location code identifying a specific travel office.
PED IAR Home page The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Sales Report Status IAR Home page The status condition of the Sales Report. The Sales Report is either A - Authorized, E - Error, N - No Activity or W - Unsubmitted.
List Type IAR Home page Category of list transaction report. Types include: LS - Financial Summary, LF - Financial Detail, TC - Total Counts, and LC - List Counts.
Results IAR Home page When creating a list, a user can opt to view a list of 20, 50, 100, 250 or 500 results per page.
Net Cash IAR Home page Sum total of cash sales less refunds, plus or minus adjustment memos and AADs.
Net Credit IAR Home page Sum of the credit sales less refunds equal the total net credit value.
Net Remit IAR Home page Sum of the net cash sales, minus commissions, plus or minus net adjustments.
Confirmation# IAR Home page Number returned by IAR as verification that the Sales Report was submitted.
User IAR Home page Name of user who submitted the Sales Report.
Date IAR Home page Date the Sales Report was submitted to ARC.
Time IAR Home page Time the Sales Report was submitted to ARC.
Trans IAR Home page Number of transactions in the Sales Report.
ARC# Sales Report The unique 8-digit ARC location code identifying a specific travel office.
PED Sales Report The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Status Sales Report IAR assigned status condition of the sales report. Status conditions include: E - Error, A - Authorized, N - No Activity, and W - Unsubmitted.
Document# Sales Report Number assigned to the document that includes the carrier code, document number and check-digit.
Document Type Sales Report Type of ticket or document. Examples of document types are: 4-flight tickets, tour orders, PTAs, debit memos, and credit memos.
Transaction Type Sales Report Type of transaction. Examples of transaction types include: all sales, refunds, exchanges, e-tickets, adjustment memos, and waiver codes.
Form of Payment Sales Report The form of payment on a transaction; either credit card number, cash or check.
Int'l Indicator Sales Report Indicates whether the transaction is for International (I) or Domestic (D) travel. If left blank, IAR will assume domestic travel.
Date Range Sales Report Range of dates that can be used for creating a list of transactions. Selections include: PED, entry date, modified date, and void date.
Commission Sales Report Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf.
Results Sales Report When creating a list, a user can opt to view a list of 20, 50, 100, 250 or 500 results per page.
Void ESAC Sales Report Electronic Settlement Authorization Code - When an agent voids an e- ticket through the GDS, the carrier's e-ticket database is updated with a status of void and an ESAC is assigned by the carrier is automatically loaded into the IAR Sales Report with the void transaction. This void process keeps the carrier's e-ticket database and IAR in sync. If an ESAC code is associated with the document, type the code in the ESAC textbox.
Transactions Sales Report Summary count of transaction statuses in a Sales Report
Printable List Sales Report Print/Save option in IAR. A user can print a list of transactions or save the list to either a spreadsheet or text file.
TT Sales Report Transaction Type. Type of transaction associated with a document number.
Form of Payment Sales Report The form of payment on a transaction; either credit card number, cash or check.
Doc Total Sales Report Total dollar value of all flight coupons.
Comm Sales Report Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf.
Int'l Sales Report Identifies the transaction as either an International sale (I) or a Domestic sale (blank).
Net Remit Sales Report The amount due the carrier from the agent for a sale.
Entry Date Sales Report Date transaction was entered into IAR. Format is DDMMMYY.
Window Date Sales Report Void window date associated with a transaction entry date.
Void Date Sales Report The calendar date when a transaction is voided.
Commission by Percent Edit Commission Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf. In this instance, allows a user to enter a new commission amount by percentage.
Commission by Amount Edit Commission Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf. In this instance, allows a user to enter a new commission by dollar amount.
TA - Document List tab Command used to add a transaction to the sales report (TA - ticket add).
TD - AAD List tab Ticket Display - Agent Automated Deduction.
Document# List tab Number assigned to the document that includes the carrier code, document number and check-digit.
TM - Transaction Modify tab Select to modify a transaction (TM - transaction modify).
CM - Commission Amount Modify tab Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf. In this instance, select to modify the commission on a transaction. Enter either a dollar amount or a percentage.
Document# Modify tab Number assigned to the document that includes the carrier code, document number and check-digit.
TA - Document Add tab Select to add a transaction to an open Sale Report (TA - Transaction Add).
TD - AAD Add tab Ticket Display - Agent Automated Deduction.
Document# Add tab Number assigned to the document that includes the carrier code, document number and check-digit.
RF - Full Refund tab Select to refund an entire transaction (RF - Refund Full).
RP - Partial Refund tab Select to refund only a portion of a transaction (RP - Refund Partial).
Document# Refund tab Number assigned to the document that includes the carrier code, document number and check-digit.
VA - Void Void tab Select to void a transaction in the Sales Report (VA - Void Add).
VR - Void Reverse Void tab Select to reverse the void of the transaction in the sales report (VR - Void Reverse).
Document# Void tab Number assigned to the document that includes the carrier code, document number and check-digit.
Document# Financial Details Number assigned to the document that includes the carrier code, document number and check-digit.
Thru Financial Details The document number through range indicates a conjunction ticket. Type the last three digits of the ending conjunction document number in this field.
Tran Type Financial Details Type of transaction. Examples of transaction types include: all sales, refunds, exchanges, e-tickets, adjustment memos, and waiver codes.
ARC# Financial Details The unique 8-digit ARC location code identifying a specific travel office.
PED Financial Details The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Date of Issue Financial Details The date the document was issued. The format is DDMMMYY.
Entry Date Financial Details Date the document was entered into IAR.
E-Ticket Financial Details Click the box to indicate that the transaction is an e-ticket.
Void ESAC Financial Details Electronic Settlement Authorization Code - When an agent voids an e- ticket through the GDS, the carrier's e-ticket database is updated with a status of void and an ESAC is assigned by the carrier is automatically loaded into the IAR Sales Report with the void transaction. This void process keeps the carrier's e-ticket database and IAR in sync. If an ESAC code is associated with the document, type the code in the ESAC textbox.
Base Fare Financial Details The dollar value of the document excluding all taxes.
Equiv Amt Financial Details Equivalent Amount - The value of the ticket in the currency of payment collected. This field is only completed when travel originates outside of the US and the fare is issued in a currency other than USD.
Currency Code Financial Details The code that is equivalent to the currency collected for the payment of the ticket.
Bank Rate Financial Details The rate used to convert currency amount collected for payment of a ticket if other than USD.
Tax Total Financial Details Total of Tax 1 - Tax 21 taxes on the tax breakdown portion of the screen.
Total Financial Details The total dollar value of the document (fare plus taxes).
Commission Financial Details Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf. It may also be entered as a percentage.
Tax 1 - Tax 21 Financial Details All of the individual taxes that apply to the transaction. The tax code textbox is for the 2-character tax code of each individual tax. The amount box is for the dollar amount of each individual tax.
PFC Financial Details The individual Passenger Facility Charge that applies to the document. The format is to combine the 3-character airport code with the dollar amount.
Form of Payment Financial Details The form of payment on a transaction; either credit card number, cash or check.
Approval Code Financial Details The approval code received from the credit card company when a credit card is used.
Extended Pay Financial Details Indicates the use of the extended payment option available for only American Express or Carte Blanche credit cards.
Misc Support Financial Details Miscellaneous Support - The conditional code used to indicate when specific miscellaneous documentation supports the transaction. Valid codes include: DE - Death Certificate, DR - Medical Doctor's Note, WV - Advance Purchase Waiver, and LT - Lost Ticket Application.
Waiver Code Financial Details Code assigned by a carrier to a travel agent to waive a fee.
Type A Certificate Financial Details If a Type A Certificate is used in support of a document, type the certificate number in the Certificate-1 textbox. If more than four certificates are use, click MORE CERTIFICATES to access the Type A Certificates screen.
Exchange Old Document Financial Details Field used to add an old document(s) to an exchange. Click the Exchange All box to use all coupons in the exchange.
Exchange New Document Financial Details Field used to add a new document(s) to an exchange.
Service Carrier ID Financial Details The 4-digit code of the GDS providing the automated ticketing service. Valid codes include: Amadeus-7906, Apollo/Galileo-5880, Sabre -0011 and Worldspan-5235. In addition to the Service Carrier ID, a 1-digit code indicating the method of ticketing must be used. Valid codes include: ‘/' - tickets issued from a GDS and X - Tickets issued from the agency's back office. Both fields must be left blank for manually added tickets.
Self Sale/Int'l Code Financial Details A code that denotes a self sale and/or International sale on a document. Valid codes include: X - International Sale, S - Self Sale, X/S - Self Sale International (S/X may be used), and ( ) - blank.
Int'l Sale Indicator Financial Details A 4-character code to indicate where the sale and the issuance of the ticket took place in relation to the country of commencement of international travel. Valid codes include SITI - Sold In/Ticketed In, SITO - Sold In/Ticketed Out, SOTI - Sold Out/Ticketed In, SOTO - Sold Out/Ticketed Out, and ( ) - blank.
Fare Calculation Financial Details The details of the fare calculation exactly as printed on the document or the fare ladder from a handwritten 4-flight ticket.
Document# Itinerary/Endorsements Number assigned to the document that includes the carrier code, document number and check-digit.
Thru Itinerary/Endorsements The document number through range indicates a conjunction ticket. Type the last three digits of the ending conjunction document number are entered in this field.
Tran Type Itinerary/Endorsements Type of transaction. Examples of transaction types include: all sales, refunds, exchanges, e-tickets, adjustment memos, and waiver codes.
Status Itinerary/Endorsements Status of the transaction. Status can be O - Out of Period, V - Void, E - Error, MDA - Modified, MCD - Commission Modified, MDP - Pricing Modified, and MDN - Non-Pricing Modified.
ARC# Itinerary/Endorsements The unique 8-digit ARC location code identifying a specific travel office.
PED Itinerary/Endorsements The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
E-Ticket Itinerary/Endorsements Click the box to indicate the transaction as an e-ticket.
Void ESAC Itinerary/Endorsements Electronic Settlement Authorization Code - When an agent voids an e-ticket through the GDS, the carrier's e-ticket database is updated with a status of void and an ESAC is assigned by the carrier is automatically loaded into the IAR Sales Report with the void transaction. This void process keeps the carrier's e-ticket database and IAR in sync. If an ESAC code is associated with the document, type the code in the ESAC textbox.
Passenger Name Itinerary/Endorsements The passenger name consisting of the surname, an oblique "/" and the first name or first initial.
Tour Code Itinerary/Endorsements The tour code that identifies the tour package or carrier special deal under which the document was issued.
Number of Passengers Itinerary/Endorsements This field applies only to PTAs. The number of primary auditor coupons authorized to be issued by the carrier against a PTA. A single PTA may cover more than one passenger.
Rec Loc Itinerary/Endorsements The GDS record locator number for the associated passenger name record (PNR).
Coupon 1 Itinerary/Endorsements Line identifier for the first itinerary segment.
Coupon 2 Itinerary/Endorsements Line identifier for the second itinerary segment.
Coupon 3 Itinerary/Endorsements Line identifier for the third itinerary segment.
Coupon 4 Itinerary/Endorsements Line identifier for the fourth itinerary segment.
X/O Itinerary/Endorsements A one character field indicating the stopover code of the scheduled travel segment. Valid codes include: X - Connection, O - Stopover, V - Void, and ( ) - Blank.
From Itinerary/Endorsements The 3-character code of the itinerary segment origination.
To Itinerary/Endorsements The 3-character code of the itinerary segment destination.
Carrier Itinerary/Endorsements The 2-character code of the carrier providing the service for the itinerary segment.
Flight Itinerary/Endorsements The flight number of the itinerary segment (up to 5-digits.
Class Itinerary/Endorsements The 1 or 2-character code indicating the class of service for the itinerary segment.
Date Itinerary/Endorsements The date of travel for the itinerary segment (format is DDMMM).
Time Itinerary/Endorsements The time of departure for the itinerary segment (up to 5-digits). Either 12 or 24-hour clock formats may be used.
Fare Basis Itinerary/Endorsements The fare basis/ticket designator for the itinerary segment.
Ticket Designator Itinerary/Endorsements A series of characters defining the entitlement of the passenger based on the fare charged.
Issuing Agent ID Itinerary/Endorsements The identification or sign in of the agent issuing the document.
Endorsement/Restrictions Itinerary/Endorsements A free form field to enter information when the fare carries any special information or restrictive conditions relating to the use of either the complete ticket or any of its coupons.
Back Office Remarks Itinerary/Endorsements A free form field to enter remarks for the agency back office hand-off.
Document# MCO Information Number assigned to the document that includes the carrier code, document number and check-digit.
Thru MCO Information Ending document# in a string of document numbers.
ARC# MCO Information The unique 8-digit ARC location code identifying a specific travel office.
PED MCO Information The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Passenger Name MCO Information The passenger name consisting of the surname, an oblique "/" and the first name or first initial.
Issued in Conn MCO Information The related document number (including the carrier code and the check digit) against which a MCO was issued.
Tour Code MCO Information The tour code that identifies the tour package or carrier special deal under which the document was issued.
Type of Service MCO Information The type of service for which a MCO was issued.
To/AT MCO Information To whom the MCO is being issued.
Issuing Agent ID MCO Information The identification or sign in of the agent issuing the document.
Endorsement/Restrictions MCO Information A free form field to enter information when the fare carries any special information or restrictive conditions relating to the use of either the complete ticket or any of its coupons.
Back Office Remarks MCO Information A free form field to enter remarks for the agency back office hand-off.
Document# Tour Information Number assigned to the document that includes the carrier code, document number, and check-digit.
ARC# Tour Information The unique 8-digit ARC location code identifying a specific travel office.
PED Tour Information The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Passenger Name Tour Information The passenger name consisting of the surname, an oblique "/", and the first name or first initial.
Issued in Conn Tour Information Issued in Connection with - enter 14 character document number (3-character carrier code, 10-character document number and 1-character check digit.
Rec Loc Tour Information A string of characters representing a PNR reference and/or carrier data, as entered on the ticket.
Tour Code Tour Information A code identifying tour travel.
Coupon 1-4 Tour Information Line identifier for the first, second, third, and fourth itinerary segments.
Value Tour Information The dollar value of each coupon.
Back Office Remarks Tour Information A free form field to enter remarks for the agency back office hand-off.
Fare Agent Automated Deduction The correct fare dollar amount is entered in the ‘Should Be' textbox associated with the Fare field.
Total Tax Agent Automated Deduction The sum of the individual taxes that match the document. The correct total tax dollar amount is entered in the ‘Should Be' text box associated with the Total Tax field.
Total Sales Agent Automated Deduction Sum of base fares, all taxes and any penalties. The correct dollar amount of the total sale is entered in the ‘Should Be' box associated with the Total Sales field.
Commission Amount Agent Automated Deduction Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf. In this instance, the correct commission dollar amount is entered in the ‘Should Be' textbox associated with the Commission Amount field.
Net Remit Agent Automated Deduction The correct net remit dollar amount is entered in the ‘Should Be' textbox associated with the Net Remit field.
Amount Due Agency Agent Automated Deduction The dollar amount due to the agency.
Remarks Agent Automated Deduction A free form field to enter remarks for the agency back office hand-off.
Document# Debit Memo The document number of the original document to which the debit memo refers. The 3-digit carrier number is pre-formatted and cannot be changed because it must match the carrier code of the debit memo.
Tran Type Debit Memo Transaction type on the debit memo screen defaults to DM. This field is non-modifiable.
Status Debit Memo The status condition of a document.
ARC# Debit Memo The unique 8-digit ARC location code identifying a specific travel office.
PED Debit Memo The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Entry Date Debit Memo Date debit memo is entered into IAR.
Original Memo Date Debit Memo The date the debit memo document was issued by the carrier. Format is DDMMMYY.
Issued to ARC Number Debit Memo The ARC number to which the debit memo was issued.
Amount Due To/From Debit Memo The dollar amount due on the debit memo issued by the carrier.
Remarks Debit Memo A free form field to enter remarks for the agency back office hand-off.
Document# Debit Memo Debit memo document number.
Value Debit Memo The dollar amount of the debit memo.
Document# Credit Memo The document number of the original document to which the credit memo refers. The 3-digit carrier number is pre-formatted and cannot be changed because it must match the carrier code of the credit memo.
Tran Type Credit Memo Type of transaction. Examples of transaction types include: all sales, refunds, exchanges, e-tickets, adjustment memos, and waiver codes.
Status Credit Memo The status condition of a document.
ARC# Credit Memo The unique 8-digit ARC location code identifying a specific travel office.
PED Credit Memo The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Entry Date Credit Memo Date credit memo is entered into IAR.
Original Memo Date Credit Memo The date the credit memo document was issued by the carrier. Format is DDMMMYY.
Issued to ARC Number Credit Memo The ARC number to which the credit memo was issued.
Amount Due To/From Credit Memo The dollar amount due on the credit memo issued by the carrier.
Remarks Credit Memo A free form field to enter remarks for the agency back office hand-off.
Document# Credit Memo Credit memo document number.
Value Credit Memo The dollar amount of the credit memo.
Document# Recall Commission Statement The document number of the original document to which the recall commission statement refers. The 3-digit carrier number is pre-formatted and cannot be changed because it must match the carrier code of the recall commission statement.
Tran Type Recall Commission Statement Type of transaction. Examples of transaction types include: all sales, refunds, exchanges, e-tickets, adjustment memos, and waiver codes.
Status Recall Commission Statement The status condition of a document.
ARC# Recall Commission Statement The unique 8-digit ARC location code identifying a specific travel office.
PED Recall Commission Statement The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Entry Date Recall Commission Statement Date recall commission statement is entered into IAR.
Original Memo Date Recall Commission Statement The date the recall commission statement was issued by the carrier. Format is DDMMMYY.
Issued to ARC Number Recall Commission Statement The ARC number to which the recall commission statement was issued.
Amount Due To/From Recall Commission Statement The dollar amount due on the recall commission statement issued by the carrier.
Remarks Recall Commission Statement A free form field to enter remarks for the agency back office hand-off.
Document# Recall Commission Statement Recall commission statement document number.
Value Recall Commission Statement The dollar amount of the recall commission statement.
Document# Recall Commission Statement The document number of the original document to which the recall commission statement refers. The 3-digit carrier number is pre-formatted and cannot be changed because it must match the carrier code of the recall commission statement.
Document# Refund Details Number assigned to the document that includes the carrier code, document number and check-digit.
ARC# Refund Details The unique 8-digit ARC location code identifying a specific travel office.
PED Refund Details The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Status Refund Details The status condition of the document. Statuses include: Out of Period, Error, Void, Modified, Commission Modified, Pricing Modified, and Non-Pricing Modified. The field is filled in by IAR and will be blank when adding a new document.
Refund Type Refund Details Used to describe whether the refund is full or partial.
Passenger Name Refund Details The passenger name field consists of the surname, and oblique "/" and the first name or first initial.
E-Ticket Refund Details Used to indicate if a ticket is an electronic ticket or non-electronic ticket.
Date of Refund Refund Details Date the transaction is refunded.
ESAC Refund Details Electronic Settlement Authorization Code - When an agent voids an e-ticket through the GDS, the carrier's e-ticket database is updated with a status of void and an ESAC is assigned by the carrier is automatically loaded into the IAR Sales Report with the void transaction. This void process keeps the carrier's e-ticket database and IAR in sync.
System Entry Date Refund Details Date the transaction first enters IAR.
PTA Refund Details Refers to the type of transaction that occurs when a carrier issues a ticket and has it waiting for the passenger at the carrier's airport counter. For this screen, the field is used to indicate if the refund is a PTA.
Coupons Refund Details Coupon(s) numbers for each ticket.
Fare Refund Details The dollar value of the document excluding all taxes and service charges.
Taxes Refund Details Total dollar value of the taxes associated with the refunded document
Total Refund Details Total unused value of the document being refunded.
Admin/Penalty Refund Details Administrative or penalty fee assessed by the carrier to process an exchange or refund.
Refund Refund Details Dollar value of the refunded ticket.
Commission Refund Details Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf. In this instance, it is the commission dollar amount of the document being refunded.
Comm Admin/Penalty Refund Details Collectable commission dollar amount on the administrative or penalty fee. Note: If your GDS does not send IAR the penalty commission amounts then you may manually add this to IAR by clicking the ticket hyperlink or by using the Modify tab, Transaction - TM command.
Tax 1-21 Refund Details Tax breakdown for the document being refunded.
Tax Code Refund Details Code associated with the tax to be refunded.
Amount Refund Details Dollar value of the tax to be refunded.
PFC Code Refund Details Unused Passenger Facility Charge breakdown of the airport code and dollar amount.
Form of Payment Refund Details The form of payment on a transaction; either credit card number, cash or check. In this instance, it is the original form of payment to which the refund is to be applied.
Misc Support Refund Details Miscellaneous Support - A descriptive code used to indicate when specific miscellaneous documentation supports the document. Valid codes include: DE - death certificate, WV - advance purchase waiver, LT - lost ticket form, and DR - doctor's note.
Waiver Code Refund Details Code assigned by a carrier to a travel agent to waive a fee.
Back Office Remarks Refund Details A free form field used to add remarks to interface with an agency's back office system.
ARC# Refund Application The unique 8-digit ARC location code identifying a specific travel office.
PED Refund Application The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Today's Date Refund Application Current date as displayed in IAR.
Issue Date Refund Application Date the refund was entered into IAR.
Document# Refund Application Number assigned to the document that includes the carrier code, document number and check-digit.
Passenger Name Refund Application The passenger name field consists of the surname, and oblique "/" and the first name or first initial. In this instance it refers to the name of the passenger as shown on the refunded document.
Form of Payment Refund Application The form of payment on a transaction; either credit card number, cash or check. In this instance, it is the original method of payment to which the refund was applied.
Total Refund Application Dollar amount of the refund plus any additional charges found in the administrative or penalty fee fields.
Admin/Penalty Refund Application Administrative or penalty fee assessed by the carrier to process an exchange or refund.
Refund Refund Application Total dollar amount of the refunded document.
New Document# Exchange Support A document number refers to the number assigned to the document that includes the carrier code, document number and check-digit. In this instance the field is pre-populated with the new number and is non-modifiable.
ARC# Exchange Support The unique 8-digit ARC location code identifying a specific travel office.
PED Exchange Support The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Exchanges: Old Document Portion of the Screen
Add 13-Character Old Document# Exchange Support Old document number serving as a full or partial payment toward the new document(s).
Exchange All Exchange Support Information is pre-populated. Box is checked is all coupons are being exchanged (full exchange).
Document# Exchange Support A document number refers to the number assigned to the document that includes the carrier code, document number and check-digit. In this instance the document number is the old document number and is non-modifiable.
Status Exchange Support The status condition of the document. The field will be blank unless the document has one of the following conditions: The status condition of the document. Statuses include: Out of Period, Error, Void, Modified, Commission Modified, Pricing Modified, and Non- Pricing Modified. This is a non-modifiable field.
Passenger Name Exchange Support The passenger name on the old document. The passenger name field consists of the surname, and oblique "/" and the first name or first initial.
Total Exchange Support Total dollar value of the old document. This is a non-modifiable field.
Commission Exchange Support Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf. In this instance, it is the commission dollar amount on the old document. This is a non-modifiable field.
Issue Date Exchange Support Date the document to be exchanged was issued. This is a non- modifiable field
Exchange Info Portion of the Screen
Old Document# Exchange Support Information that is brought over from the Sales Report screen listing the document number to be exchanged.
Electronic Ticket Exchange Support A check in the box indicated that the ticket is an e-ticket.
ESAC Exchange Support Electronic Settlement Authorization Code - When an agent voids an e-ticket through the GDS, the carrier's e-ticket database is updated with a status of void and an ESAC is assigned by the carrier is automatically loaded into the IAR Sales Report with the void transaction. This void process keeps the carrier's e-ticket database and IAR in sync.
Exchange All Exchange Support A check mark in the Exchange All box indicates that the exchange is a full exchange.
Coupons Total Exchange Support Listing of coupon numbers for the document being exchange.
Old Fare Exchange Support The dollar value of the unused portion of the document being exchanged.
Old Taxes Exchange Support Total dollar value of the unused taxes from the old document.
Old Total Exchange Support The unused total to be exchanged from the old document.
Old Commission Exchange Support Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf. In this instance, it is the amount of commission based on the unused portion of the old document.
Admin/Penalty Exchange Support Administrative or penalty fee assessed by the carrier to process an exchange.
Comm Admin/Penalty Exchange Support The carrier authorized collectable commission on the administrative or penalty fee. Note: If your GDS does not send IAR the penalty commission amounts then they must be manually added using the Modify tab, Transaction - TM commands.
Tax 1-21 Exchange Support Tax breakdown for the document being exchanged.
Tax Code Exchange Support Codes associated with the tax breakdown for the document being exchanged.
Amount Exchange Support Dollar value of the taxes in the tax fields.
PFC Exchange Support Passenger Facility Charge breakdown of the airport code and charge amount on the document being exchanged.
New Document# Exchange Summary A document number refers to the number assigned to the document that includes the carrier code, document number and check -digit. In this instance the new document number refers to the number brought forward from the original agent input.
ARC# Exchange Summary The unique 8-digit ARC location code identifying a specific travel office.
PED Exchange Summary The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
New Document(s) Total Exchange Summary The sum of the new document(s) individual total values.
Old Document Total Exchange Summary The sum of the old document(s) individual total values.
New/Old Diff Exchange Summary The difference between the total value of all new document(s) and total value of the old document(s). The difference may be positive or negative.
Admin/Penalty Total Exchange Summary Administrative or penalty fee assessed by the carrier to process an exchange. In this instance refers to the sum of individual admin/penalty values of all the old documents.
Adjustment Exchange Summary A refund amount override field to reduce the amount of a system calculated refund. Information can only be entered in this field if the exchange type is refund.
Amount Due From Client Exchange Summary The dollar amount owed by the customer for the transaction.
Old Fare Total Exchange Summary Total dollar value of the fare on the old document.
Old Tax Total Exchange Summary Total dollar value of the taxes on the old document.
Total New Commission Exchange Summary Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf. In this instance, it is the sum of the individual commission amounts of all the new documents.
Total Old Commission Exchange Summary Total dollar value of monies owed by a ticketing carrier to an entity selling on its behalf. In this instance, it is the total dollar value of the commission on the old document.
Commission Penalty Exchange Summary The sum of the individual commission penalty amounts of all the old documents.
Commission Due To/From Exchange Summary The total commission amount owed to or due from the agency.
Form of Payment Exchange Summary The form of payment on a transaction; either credit card number, cash or check. In this instance, it is the method of payment on the additional collection exchange or the payment to which the refund exchange is to be applied. Note: Type the word "EVEN" in this field when processing an even exchange.
Approval Code Exchange Summary The approval code received from the credit card company when a credit card is used.
Extended Payment Exchange Summary Indicates the use of the extended payment option available for only American Express or Carte Blanche credit cards.
ARC# Create BOS Internet File The unique 8-digit ARC location code identifying a specific travel office.
PED Create BOS Internet File The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Summary File Create BOS Internet File A file containing a list of transactions that can be loaded into the user's back office.
Detail File Create BOS Internet File A file that is created for a single transaction.
BOS Internet File Create BOS Internet File A BOS file created by IAR and made available on the BOS tab within IAR.
Status Create BOS Internet File The status condition of the document. Statuses include: Out of Period, Error, Void, Modified, Commission Modified, Pricing Modified, and Non-Pricing Modified.
Document# Create BOS Internet File The 10-character document number excluding the check digit.
Document Type Create BOS Internet File Refers to the type of document. Document types include: Miscellaneous Charges Order (MCO), Tour Order (TO), Prepaid Ticket Advice (PTA), Manually Added Document, Debit Memo, Credit Memo, Recall Commission, Paper and Electronic Ticket.
Transaction Type Create BOS Internet File Refers to the type of transaction. Transaction types include: All Sales, All Refunds, Full Refunds, Partial Refunds, Cancelled Refunds, Exchanges, Companion Exchanges, Adjustment Memos, Agent Automated Deductions and System Cancelled Voids.
Form of Payment Create BOS Internet File The form of payment on a transaction; either a credit card number, cash or check.
Int'l Indicator Create BOS Internet File Indicates whether the ticket is for international or domestic travel.
System Provider Create BOS Internet File Name of the Global Distribution System (GDS) providing the automated ticketing service.
PED Create BOS Internet File The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Modified Date Create BOS Internet File Date the transaction was last modified in IAR.
System Entry Date Create BOS Internet File Date the transaction was entered in IAR
Void Date Create BOS Internet File Date the transaction was voided in IAR.
Commission Create BOS Internet File The commission dollar amount due on the transaction. It may also be entered as a percentage.
Carrier Code Create BOS Internet File Two-character code of the carrier providing the service for the itinerary.
Actual BOS Summary File Fields
Ticketing Airline Code BOS Summary File The 3-character numeric code of the validating carrier.
Document Number BOS Summary File The Standard Traffic Document (STD) number printed or pre-printed on the source document.
Check Digit BOS Summary File The check-digit routine is a device used to improve the accuracy of data input of a series of numbers. The Modulus 7 check-digit routine is used for Standard Traffic Document Ticket Numbers. The check-digit is calculated by dividing the numbered series by seven and declaring the remainder to be the check digit.
Date of Issue BOS Summary File The date the document was issued. The format is DDMMMYY.
Back Office Remarks BOS Summary File This is a 84-character free form field that can be defined by the agency or the BOS provider. An example of use would be to record invoice number and/or client number for matching to the BOS database or to convey information for the front office to the BOS.
Conjunction Ticket Indicator BOS Summary File A conjunction ticket is a continuation of the itinerary of the previous ticket. The indicator field is populated with the last 3-digits of the highest document number.
Error Status BOS Summary File A code that indicates that the transaction contains an IAR identified error.
Void Status BOS Summary File Code that indicates whether or not the transaction is in a void status. These transactions are not reported to ARC when the report is authorized/submitted.
Unresolved Status BOS Summary File An indicator that is currently not used in IAR.
Out of Period Status BOS Summary File Out of period status indicator that occurs when the date of issue is less than the beginning date of the PED.
Pending Status BOS Summary File An indicator that is currently not used in IAR.
Coupon Usage Indicator BOS Summary File Each document is comprised of a specific number of coupons; this indicator gives the status of each flight coupon in the document.
Ticket Document Amount BOS Summary File The total sale amount of the transaction as shown on the document. Total Tax Amount.
Total Tax Amount BOS Summary File The sum of the individual taxes that match the document.
Commission Amount BOS Summary File The commission dollar amount due on the transaction.
Modified Data Indicator BOS Summary File An indicator that is assigned to automated transactions that come into IAR with an error status and the agent has to modify a specific field.
Form of Payment Indicator BOS Summary File Indicator showing the type of payment used for the document - either cash or credit.
PNR Record Locator BOS Summary File The GDS record locator number for the associated Passenger Name Record (PNR).
Returned Coupon Usage BOS Summary File The field is populated as follows: F - Full Refund, P - Partial Refund, N - New Document in an Exchange, O - Old Document in an Exchange, M - Adjustment Memo, and D - Disputed Ticket.
Cancellation Penalty Amount BOS Summary File A fee collected on documents that are returned for an exchange or refund based on the fare rule of the fare basis code.
Commission on Cancellation Penalty BOS Summary File The commission earned when a document is returned or exchanged when the ticketing carrier has imposed a penalty.
Primary Ticketing Airline BOS Summary File The 3-digit numeric carrier code number that validated the ticket.
Primary Document Number BOS Summary File The document number that IAR has assigned as the primary new doc of an exchange or refund.
Primary Document Number Check Digit BOS Summary File The check-digit of the primary document number of an exchange, refund, or adjustment memo.
Primary Conjunction Indicator BOS Summary File Indicates the last 3-digits of a new doc conjunction ticket in an exchange or returned document in a refund.
Returned Document Number BOS Summary File The document number being returned for an exchange/refund transaction.
Returned Conjunction Indicator BOS Summary File The indicator contains the last 3-digits of the returned document number in a conjunction ticket for an exchange/refund transaction.
Form of Payment Account BOS Summary File Account number associated with the form of payment.
STAT/ Self Sale Indicator - International BOS Summary File Code which denotes a self sale and/or international sale on a document. Valid codes include: X - International Sale, S - Self Sale, X/S - Self Sale International (S/X may be used), and ( ) blank.
System Entry Date BOS Summary File The date the document entered IAR.
Coupon Usage Indicator BOS Summary File Each document is comprised of a specific number of coupons; this indicator gives the status of each flight coupon in the document.
Ticket Document Amount BOS Summary File The total sale amount of the transaction as shown on the document. Total Tax Amount.
Total Tax Amount BOS Summary File The sum of the individual taxes that match the document.
Commission Amount BOS Summary File The commission dollar amount due on the transaction.
Modified Data Indicator BOS Summary File An indicator that is assigned to automated transactions that come into IAR with an error status and the agent has to modify a specific field.
Form of Payment Indicator BOS Summary File Indicator showing the type of payment used for the document - either cash or credit.
PNR Record Locator BOS Summary File The GDS record locator number for the associated Passenger Name Record (PNR).
Returned Coupon Usage BOS Summary File The field is populated as follows: F - Full Refund, P - Partial Refund, N - New Document in an Exchange, O - Old Document in an Exchange, M - Adjustment Memo, and D - Disputed Ticket.
Cancellation Penalty Amount BOS Summary File A fee collected on documents that are returned for an exchange or refund based on the fare rule of the fare basis code.
Commission on Cancellation Penalty BOS Summary File The commission earned when a document is returned or exchanged when the ticketing carrier has imposed a penalty.
Primary Ticketing Airline BOS Summary File The 3-digit numeric carrier code number that validated the ticket.
Primary Document Number BOS Summary File The document number that IAR has assigned as the primary new doc of an exchange or refund.
Primary Document Number Check Digit BOS Summary File The check-digit of the primary document number of an exchange, refund, or adjustment memo.
Primary Conjunction Indicator BOS Summary File Indicates the last 3-digits of a new doc conjunction ticket in an exchange or returned document in a refund.
Returned Document Number BOS Summary File The document number being returned for an exchange/refund transaction.
Returned Conjunction Indicator BOS Summary File The indicator contains the last 3-digits of the returned document number in a conjunction ticket for an exchange/refund transaction.
Form of Payment Account BOS Summary File Account number associated with the form of payment.
STAT/ Self Sale Indicator - International BOS Summary File Code which denotes a self sale and/or international sale on a document. Valid codes include: X - International Sale, S - Self Sale, X/S - Self Sale International (S/X may be used), and ( ) blank.
System Entry Date BOS Summary File The date the document entered IAR.
Coupon Usage Indicator BOS Summary File Each document is comprised of a specific number of coupons; this indicator gives the status of each flight coupon in the document.
Ticket Document Amount BOS Summary File The total sale amount of the transaction as shown on the document. Total Tax Amount.
Total Tax Amount BOS Summary File The sum of the individual taxes that match the document.
Commission Amount BOS Summary File The commission dollar amount due on the transaction.
Modified Data Indicator BOS Summary File An indicator that is assigned to automated transactions that come into IAR with an error status and the agent has to modify a specific field.
Form of Payment Indicator BOS Summary File Indicator showing the type of payment used for the document - either cash or credit.
PNR Record Locator BOS Summary File The GDS record locator number for the associated Passenger Name Record (PNR).
Returned Coupon Usage BOS Summary File The field is populated as follows: F - Full Refund, P - Partial Refund, N - New Document in an Exchange, O - Old Document in an Exchange, M - Adjustment Memo, and D - Disputed Ticket.
Cancellation Penalty Amount BOS Summary File A fee collected on documents that are returned for an exchange or refund based on the fare rule of the fare basis code.
Commission on Cancellation Penalty BOS Summary File The commission earned when a document is returned or exchanged when the ticketing carrier has imposed a penalty.
Primary Ticketing Airline BOS Summary File The 3-digit numeric carrier code number that validated the ticket.
Primary Document Number BOS Summary File The document number that IAR has assigned as the primary new doc of an exchange or refund.
Primary Document Number Check Digit BOS Summary File The check-digit of the primary document number of an exchange, refund, or adjustment memo.
Primary Conjunction Indicator BOS Summary File Indicates the last 3-digits of a new doc conjunction ticket in an exchange or returned document in a refund.
Returned Document Number BOS Summary File The document number being returned for an exchange/refund transaction.
Returned Conjunction Indicator BOS Summary File The indicator contains the last 3-digits of the returned document number in a conjunction ticket for an exchange/refund transaction.
Form of Payment Account BOS Summary File Account number associated with the form of payment.
STAT/ Self Sale Indicator - International BOS Summary File Code which denotes a self sale and/or international sale on a document. Valid codes include: X - International Sale, S - Self Sale, X/S - Self Sale International (S/X may be used), and ( ) blank.
System Entry Date BOS Summary File The date the document entered IAR.
Modified Date BOS Summary File The date the document was last modified in IAR.
Modified By BOS Summary File Three-character agent ID code used by the agent who modified the transaction.
Date Voided BOS Summary File The date the document was voided in IAR.
Transaction Code BOS Summary File Two-character code indicating the type of document being reported.
System Entry Code BOS Summary File System entry code is populated for sales and the new document of an exchange only. Valid codes include: R - Received from the GDS, M - Manually Entered into IAR, and Null - Old Document of an Exchange.
Void Entry Code BOS Summary File The void entry code must be used in conjunction with the void status code. If the transaction is void and this indicator is Y, the void was entered directly in IAR. If the status code is V and the void entry code is blank, then the void was received from the GDS.
ESAC Entry Code BOS Summary File This field is related to the Electronic Settlement Authorization Code (ESAC) and how IAR receives the ESAC. Valid codes include: A - Agent entered void in IAR, C - Carrier issued ESAC, P - Print e-ticket flight coupons, F - Printed flight coupons and voided directly in IAR, and G - Printed flight coupons and voided through the GDS.
Electronic Settlement Authorization Code BOS Summary File This code indicates that the airline has authorized the agent to void, refund, or exchange the ticket.
Service Provider ID BOS Summary File A code to identify a System Provider's computer system used to make the reservation and print the ticket.
Tour Code BOS Summary File A code identifying tour travel.
Net Remit BOS Summary File The amount due the carrier from the agent for a sale.
Passenger Name BOS Summary File The passenger name consisting of the surname, an oblique "/" and the first name or first initial.
ARC# Create BOS Detail File The unique 8-digit ARC location code identifying a specific travel office.
PED Create BOS Detail File The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Document Number Create BOS Detail File The 10-character document number excluding the check digit.
Actual Fields in the BOS Detail File
Amount Due To/From an Agency BOS Detail File The dollar amount due to or from an agency in an exchange or refund transaction.
Approval Code BOS Detail File A series of characters assigned by a Credit Card Company's authorization system to confirm the approval of an amount to be charged.
Authorized Amount BOS Detail File An amount received from a credit card company during a credit authorization. This amount is deducted from the customer's authorized credit limit.
Address Verification Code BOS Detail File A code received from a credit card company during credit authorization that indicates the quality of an address verification.
Booking Agent Identification BOS Detail File The 6-digit code of the booking agent entered on the ticket.
Bank Exchange Rate BOS Detail File This element contains the Bank Exchange Rate used to determine the amount to be collect in the currency of payment.
Carrier Code BOS Detail File A 2-digit alpha numeric code assigned to each carrier.
Ticket/Document Number Check-Digit BOS Detail File The check-digit routine is a device used to improve the accuracy of data input of a series of numbers. The Modulus 7 check-digit routine is used for Standard Traffic Document Ticket Numbers. The check-digit is calculated by dividing the numbered series by seven and declaring the remainder to be the check digit.
Certificate Number BOS Detail File Number for promotional, marketing, or discount certificates issued by a carrier that reduces the fare and is not an accountable document or part of an exchange transaction.
Conjunction Ticket Indicator BOS Detail File A conjunction ticket is a continuation of the itinerary of the previous ticket. The indicator for a conjunction ticket is the last 3-digits of the highest number.
Conjunction Ticket Document Number BOS Detail File The 10-digit number of the last ticket in a conjunctive ticket set (excluding the ticket's check-digit).
Client Identification BOS Detail File A code issued by a credit card vendor to identify a customer.
Commission Amount BOS Detail File The commission dollar amount due on a transaction.
Client Identification BOS Detail File A code issued by a credit card vendor to identify a customer.
Class of Service BOS Detail File A designator reflecting the class of service.
Commission Amount BOS Detail File The commission dollar amount due on a transaction.
Commission Rate BOS Detail File The decimal percentage claimed by a travel agency as eligible commission.
Coupon Use Indicator BOS Detail File Each document is comprised of a specific number of coupons; this indicator gives the status of each coupon in the document.
Coupon Value for the Type of Service Issued BOS Detail File This element contains the value of the coupon for services rendered. It is used in association with Tour Orders.
Credit Card Corporate Contract BOS Detail File An indicator identifying the existence of a corporate contract.
Customer File Reference BOS Detail File A number or code assigned by an airline, company or credit card contractor to track or uniquely identify a person, department, or project.
Currency of Fare BOS Detail File A 3-character ISO currency code.
Commission on Cancellation/Administrative Penalty BOS Detail File The commission earned by a travel agency when a document is returned or exchanged when the ticketing carrier has imposed a penalty.
Disputed Document Amount BOS Detail File The disputed amount being collected or returned depending on the adjustment memo type.
Destination Airport Code BOS Detail File The 3-digit airport or city code for the point of disembarkation of a segment.
Date Transaction Voided BOS Detail File The date a transaction was voided. This removes the document and its associated value from the Sales Report. The format is CCYYMMDD.
Endorsement/Restrictions BOS Detail File Remarks provided to ensure common understanding between the passenger and carrier when a fare is restricted as to time of travel, period of validity, voluntary rerouting, or where any other restricting conditions are applicable.
Equivalent Fare Paid BOS Detail File The amount collected in the currency of the country where the ticket was purchased.
ET Indicator BOS Detail File An indicator to determine the source of an e-ticket. Valid codes include: N - Ticket is not an electronic ticket and Y - Ticket is an electronic ticket.
Exchange Transaction Net Remit BOS Detail File The amount due the carrier from the agent for a sale. In this instance it is the net remit amount of an exchange transaction.
Extended Payment Code BOS Detail File A code to indicate whether the customer prefers an extended payment option if the form of payment is American Express.
Fare Amount BOS Detail File This amount is the base fare when added to the tax amounts. The fare is filed in the currency of travel.
Fare Basis/Ticket Designator BOS Detail File A series of characters defining the entitlement of the passenger based on the fare charged.
Fare Calculation Mode Indicator BOS Detail File A code identifying how the ticket was priced.
Form of Payment Account Number BOS Detail File The method of payment the passenger used to purchase the transaction.
Form of Payment Amount BOS Detail File The value corresponding to the form of payment entry that is billed to a credit/debit card.
Form of Payment Type BOS Detail File A contrived field for credit card billing that shows the credit card code and the credit card contractor number.
Fare Calculation Area BOS Detail File Fare calculation details must be written to the record, line by line, exactly as they appear in the fare calculation are on the ticket. The number and length of print lines vary with the type of traffic document.
Flight Date BOS Detail File The scheduled flight departure date. Format is DDMMM.
Flight Departure Time BOS Detail File The local flight departure time as published in the airline's current schedule based on the 24-hour clock or express as A for AM and P for PM.
Flight Number BOS Detail File The flight number applicable to the leg or segment reserved or requested.
GTR/STR Indicator BOS Detail File An indicator identifying that the transaction's original form of payment was either a GTR or STR.
In Connection with Carrier Code BOS Detail File The airline code of the prime Standard Traffic Document with which a miscellaneous document is issued.
In Connection with Document Number BOS Detail File The form and serial number of the prime Standard Traffic Document with which a miscellaneous document is issued.
In Connection with Document Check Digit BOS Detail File The agent coupon check-digit of the document that is issued for air travel to use the ground service provided by the miscellaneous document.
International Sale Code BOS Detail File A code used to indicate where the sale and the issuance of a ticket took place in relation to the country of commencement of international transportation.
Modified Data Indicator BOS Detail File An indicator used to report agency changes to an automate ticket after the GDS printed the ticket.
Multiple Passenger PTA Indicator BOS Detail File The number of auditor coupons that the airline issues against a PTA.
New Ticket/Document Airline Code Number BOS Detail File The ticket/document airline code number of a new document in an exchange.
New Ticket/Document Number Check-Digit BOS Detail File The check-digit of the new document/ticket airline code number in an exchange.
Number Check-Digit New Ticket/Document Number BOS Detail File The document number that has been issued and included in an exchange transaction.
Net Remit BOS Detail File The amount due the carrier from the agent for a sale.
Original Commission Amount BOS Detail File The original commission amount taken on a sale.
Original Commission Rate BOS Detail File The original commission percent taken on a sale.
Original Document Amount BOS Detail File Dollar amount of the old document being returned in an exchange.
Old Document Count BOS Detail File The total number of old documents used in an exchange transaction.
Original Fare Amount BOS Detail File The original fare taken on a document that is now having an ADD issued to claim lost commission.
Original Date of Issue BOS Detail File The original date of issue of a document in an exchange or refund transaction. Valid format is CCYYMMDD.
Original Issue Place Date BOS Detail File The ARC number of the agency that originally issued the ticket.
Original Memo Date BOS Detail File The date the carrier issued a debit memo. Valid format is DDMMMYY.
Original Net Remit of the Settled Document BOS Detail File The amount due the carrier from the agent for a sale. In this instance it is the amount of the net remittance when the original ticket was settled.
Originating Airport Code BOS Detail File The airport code for the starting point of the flight segment.
Original Tax Amount BOS Detail File In an AAD, it is the amount of tax identified as "Listed As" tax.
PFC Amount BOS Detail File The dollar amount portion of the Passenger Facility Charge tax.
PFC Location BOS Detail File The airport code of the PFC tax.
PNR Reference and/or Airline Data BOS Detail File A string of characters representing the PNR reference and/or airline data as entered on the ticket.
Passenger Name BOS Detail File The passenger name consisting of the surname, an oblique "/" and the first name or first initial.
Returned Airline Control Number BOS Detail File The validating carrier code number of the old document in an exchange or refund transaction.
Returned Authorization Code for an ET/PTA BOS Detail File The authorization code provided by the issuing carrier of an e-ticket or PTA.
Returned Commission Amount BOS Detail File The commission amount being returned in an exchange or refund.
Returned Commission Percent BOS Detail File The commission percentage being returned in an exchange or refund.
Returned Coupon Number BOS Detail File Coupon numbers being returned in an exchange or refund transaction.
Returned Coupon Used BOS Detail File This field is populated for a F - Full Refund, P - Partial Refund, N - New Document in an Exchange, or O - Old Document in an Exchange.
Returned Document Amount BOS Detail File The dollar amount of the original document being returned.
Refund Amount Due BOS Detail File The dollar amount due to the customer in a refund transaction.
Returned Fare Amount BOS Detail File The returned fare in an exchange or refund.
Reason for Issuance Description BOS Detail File Contains the contents of the type of service on a MCO.
Returned Tax Amount BOS Detail File The total dollar value of the taxes being returned in an exchange/refund transaction.
Source of Approval Code BOS Detail File When the form of payment is a credit card, this field contains a code to indicate how the approval code was obtained.
Servicing Airline/System Provider BOS Detail File A code to identify a system provider's computer system used to make the reservation and print the ticket.
Should Be Commission Amount BOS Detail File The dollar amount of the "Should Be" commission amount on an AAD.
Should Be Commission Percent BOS Detail File The percent of the "Should Be" commission amount on an AAD.
Should Be Documentm Amount BOS Detail File The dollar value of the "Should Be" document amount on an AAD.
Should Be Fare BOS Detail File The "Should Be" fare amount on an AAD.
Should Be Net Remit BOS Detail File The amount due the carrier from the agent for a sale. In this instance it is the "Should Be" net remit amount on an AAD.
Should Be Total Tax BOS Detail File The "Should Be" total tax amount on an AAD.
Self Sale and International Code BOS Detail File An indicator denoting the type of travel. Can be used to distinguish between international and domestic travel.
Error Status BOS Detail File A code to indicate the transaction status.
Out of Period Status BOS Detail File Out of period status indicator occurs when the date of issue is less than the beginning date of the PED.
Pending Status BOS Detail File Currently not used in IAR.
Stopover Code BOS Detail File A code that indicates whether the passenger is entitled to make a stopover at a city or airport under the terms of the fare used to price the ticket.
Unresolved Status BOS Detail File Currently not used in IAR.
Void Status BOS Detail File Valid statuses are V - Void or Null.
Miscellaneous Support Document Indicator BOS Detail File An indicator to note the presence of support documentation available at the agency's location.
Service Provider BOS Detail File Contains the service provider information as entered on an MCO or Tour Order.
Ticketing Airline Code Number BOS Detail File The validating carrier 3-digit numeric code.
Total Commission Due To/ From BOS Detail File The total commission due to or from an agency in an exchange or refund transaction.
Total Commission on Administrative Penalty BOS Detail File The total commission due to or from an agency on a cancellation penalty.
Ticket/Document Amount BOS Detail File The total sale amount of the transaction as shown on the document.
Ticket /Document Number BOS Detail File The Standard Traffic Document number printed or pre-printed on the source document.
Ticketing Mode Indicator BOS Detail File Indicates the method of ticketing.
Tax/Miscellaneous Fee Amount BOS Detail File The value of the tax/charge/fee named in the Tax/Miscellaneous Fee Type field.
Tax/Miscellaneous Fee Type BOS Detail File Sales tax/fee type codes assigned to identify taxes or miscellaneous fees where the value amount differs from zero.
Total New Commission Amount BOS Detail File Total of the commission taken on all the new documents issued in an exchange.
Total New Document Amount BOS Detail File Total amount of all new documents in an exchange.
Total New Taxes BOS Detail File Total amount of all new taxes in an exchange transaction.
Total Old Commission Amount BOS Detail File The total of all commission amounts from old documents in an exchange transaction.
Total Old Fare BOS Detail File The total of all fare amounts from old documents in an exchange transaction.
Total Old Tax Amount BOS Detail File The total of all tax amounts from old documents in an exchange transaction.
Tour Code BOS Detail File A code used to identify tour travel.
Total Tax BOS Detail File The sum of the individual taxes that match the document.
Total Administrative/Penalty Fee Amount BOS Detail File The total of all administrative/penalty amounts in an exchange transaction.
Use It - Lose It Adjustment Amount BOS Detail File When an issuing carrier authorizes an exchange of an old document and the new document is of lesser value, this element is populated with a value equal to the difference thereby disallowing any monies or credits to be given to a client.
Used in a Refund or Exchange BOS Detail File The number of times this document has been used in a current week for an exchange or refund.
Cancellation/ Administrative Penalty Amount BOS Detail File A fee collected on documents that are returned for an exchange or refund based on the fare rule of the fare basis code.
ARC# Schedule a BOS Internet File Request The unique 8-digit ARC location code identifying a specific travel office.
PED Schedule a BOS Internet File Request The 5-character alphanumeric code that indicates the Sales Report period ending date. The format is DDMMM and is always a Sunday date.
Summary File Schedule a BOS Internet File Request A file containing a list of transactions that can be loaded into a user's back office accounting system.
Detail File Schedule a BOS Internet File Request A file that can be created for a single transaction.
Table Name Schedule a BOS Internet File Request Name of the BOS table associated with the file request. Normally used for more specialized reporting.
Associate with a Reporting Table Schedule a BOS Internet File Request Name of a second table used in the file request. The reporting table zeros in on activity at specific locations.
Reporting PED Schedule a BOS Internet File Request Valid qualifiers are: P - Previous, C - Current, or B - Both.
Date Qualifier Schedule a BOS Internet File Request A qualifier used to show only transactions associated with a certain date. Valid qualifiers include: PED Date, MCO Date, C - Current, or B - Both.
Available Qualifiers Schedule a BOS Internet File Request Entries used to narrow a search for specific transactions. Valid qualifiers include: MOD-ID, Adjustment Memo, Cash, International, Manual Doc, Refund, and Void.
ARC# Download BOS File The unique 8-digit ARC location code identifying a specific travel office.
BOS Delivery ARC# Download BOS File The 8-character agency code number to which the BOS file was sent.
Name Download BOS File Name of the file requested.
Request Date Download BOS File Date the file was requested. Date format is DDMMMYY.
Creation Date Download BOS File Date the file was created. Date format is DDMMMYY.
Last Download Download BOS File Date the file was last downloaded from the BOS tab within IAR. Date format is DDMMMYY.
Status Download BOS File Status of the file. Valid statuses are Requested and Completed.
User Download BOS File Username of agent who requested the BOS file.
Size Download BOS File The size of the file in KBs.
Download Count Download BOS File Number of times the file has been downloaded.
File Name BOS Download History Name of the BOS file to be downloaded.
ARC# BOS Download History The unique 8-digit ARC location code identifying a specific travel office.
BOS Delivery ARC# BOS Download History The 8-digit ARC location code identifying a specific travel office where the file was sent.
Download Date/Time BOS Download History Date and time the file was downloaded by the agency. Date format is DDMMMYY, time format is HH-MM-SS. Status of the file.
Status BOS Download History Status of the file.
User BOS Download History Username of agent who requested the BOS file.
Comments BOS Download History Free form field used to provide comments concerning the status of the BOS file download.
Table Name Scheduled Tables Name of the table.
ARC# Scheduled Tables The unique 8-digit ARC location code identifying a specific travel office.
Type Scheduled Tables Identifies the type of table used.
Reporting Name Scheduled Tables Name of the reporting table.
Creator Scheduled Tables Identifies the agent who created the table.
Modification Date Scheduled Tables Date the table was last modified. Date format is DDMMMYY.
Report Name Reporting Tables Name of the BOS specialized report.
ARC# Reporting Tables The unique 8-digit ARC location code identifying a specific travel office.
Creator Reporting Tables Identifies the agent who created the reporting table.
Modification Date Reporting Tables Date the reporting table was last modified. Date format is DDMMMYY.
#Locations Reporting Tables Number of locations included in the reporting table.
Purge Date Reporting Tables Date the reporting table was or will be removed from the system.
Table Name Reporting Table (Add/ Delete an ARC#) Name of the reporting table.
ARC# Reporting Table (Add/ Delete an ARC#) The unique 8-digit ARC location code identifying a specific travel office.

Section 6: Credit Card Acceptance Procedures, Credit Card Chargeback Policy, and Risk Management Best Practices

Credit Card Acceptance Procedures

As an alternative to accepting cash, most ARC participating carriers accept credit cards as payment for air transportation and related services. Individual agreements between credit card companies and carriers determine the terms and conditions of credit card acceptance. However, to accept credit cards on behalf of an ARC participating carrier, travel agents are required to do the following:

Failure to follow the above steps may render it impossible for carriers to obtain payment from the credit card companies or result in fees associated with improperly authorized transactions. In such circumstances, individual carriers reserve the right to invoice the sale and any other associated fees (including interchange) back to the travel agent.

The requirements outlined above are the minimum requirements. Following these steps does not protect card acceptors from chargebacks initiated by customers or card issuers. ARC recommends that travel agents review industry best practices and manage the risk of fraud or chargeback. Section 8 includes information about the tools available in the credit card industry that can help travel agents manage risk and loss.

Types of Credit Cards

There are generally two types of credit cards: Bankcards (e.g., MasterCard and Visa) and Travel and Entertainment (T&E) Cards (e.g., American Express and Discover). Additionally, some carriers issue Universal Air Travel Plan (UATP) cards and/or airline "online" cards. For both of these card types, the airline issues the cards. Guidelines for acceptance of all of these card types follow.

For the purpose of this section, the term "credit card company" collectively refers to bankcards, T&E cards, UATP cards, and "airline" cards. The following is a list of credit cards and their respective two-letter credit card designator.

AX American Express
CAMasterCard
DSDiscover
DSDiners Club International
JCJCB International
TPUATP (Universal Air Travel Plan)
VIVisa

The following is a listing of "airline" credit cards and their respective two-letter credit card designator.

ASAlaska Airlines Commercial Card

Carrier Credit Card Acceptance Chart

The following Carrier Credit Card Acceptance Chart denotes carriers' acceptance of different credit cards. The chart also identifies any restrictions carriers have for accepting credit cards on their behalf. A blank box indicates the carrier does not accept the credit card.

Carrier Credit Card Acceptance Codes are used to identify the restrictions carriers place on agents when accepting credit cards on their behalf. Definitions for each of these codes immediately follow the chart.

In some cases, the letter "E" will follow the acceptance code. This means the carrier accepts the credit card, but with certain exceptions to the acceptance criteria apply. Carriers' exceptions, when applicable, are listed immediately following the definition of the applicable Carrier Credit Card Acceptance Codes.

Agents should refer to the following chart to ensure that the ticketing carrier's instructions with respect to credit card acceptance have been satisfied.

s

Carrier Credit Card Acceptance Chart

CARRIERS

 

Credit Card Company

CARRIER
CODE/NUMBER
AMEX CA DCI DS JCB UATP VI
ACCESRAIL 9B/450 NR NR       NR NR
ADRIA AIRWAYS JP/165 NR NR NR     NR NR
AEGEAN AIRLINES A3/390 NR NR       NR NR
AER LINGUS EI/053 4 4 4 4 4 4 4
AEROFLOT RUSSIAN AIRLINES SU/555 1 1 1 1   1 1
AEROGAL 2K/547 NR NR       NR NR
AEROLINEAS ARGENTINAS AR/044 NR NR NR NR NR   NR
AEROMAR VW/942   NR       NR NR
AERO MEXICO AM/139 NR NR NR NR NR NR NR
AIGLE AZUR ZI/439 NR NR         NR
AIR ASTANA KC/465 NR NR       NR NR
AIR BALTIC BT/657 NR NR       NR NR
AIR BERLIN AB/745 NR NR       NR NR
AIR BOTSWANA BP/636   NR         NR
AIR BURKINA 2J/226   NR         NR
AIR CANADA AC/014 2 2 2 2 2 2 2
AIR CHINA CA/999 NR NR       NR NR
AIR CHOICE ONE E3/122 NR NR         NR
AIR DOLOMITI EN/101 NR NR NR NR   NR NR
AIR EUROPA UX/996 NR NR NR NR NR NR NR
AIR FRANCE AF/057 7 7 7 7 7 7 7
AIR GREENLAND GL/631 NR NR         NR
AIR INDIA AI/098 NR NR       NR NR
AIR MADAGASCAR MD/258 NR NR   NR     NR
AIR MALTA KM/643 NR NR       NR NR
AIR MAURITIUS LIMITED MK/239 NR NR         NR
AIR MOLDOVA 9U/572 NR NR NR       NR
AIR NAMIBIA SW/186 NR           NR
AIR NEW ZEALAND NZ/086 2 2 2 2 2 2 2
AIR NIUGINI PX/656 NR         NR  
AIR RAROTONGA GZ/755              
AIR SERBIA JU/115 NR NR       NR NR
AIR SEYCHELLES LTD. HM/061 NR NR NR     NR NR
AIR TAHITI VT/135              
AIR TAHITI NUI TN/244 NR NR NR NR   NR NR
AIR TRANSAT TS/649 1 1         1
AIRCALIN SB/063 NR NR       NR NR
ALASKA AIRLINES AS/027 2 2 2 2   2 2
ALITALIA AIRLINES AZ/055 6 6 6 6 6 6 6
ALL NIPPON AIRWAYS NH/205 2E 2E 2E 2E 2E 2E 2E
AMASZONAS S.A. Z8/464 NR            
AMERICAN AIRLINES AA/001 2 2 2 2 2 2 2
AMTRAK 2V/554 2 2 2 2   2 2
ANDES LINEAS AEREAS OY/650              
APG AIRLINES GP/275 NR NR       NR NR
ARIK AIR W3/725   NR       NR NR
ARKIA ISRAELI IZ/238   NR         NR
ARUBA AIRLINES AG/209 NR NR         NR
ASERCA AIRLINES R7/717   NR       NR NR
ASIANA AIRLINES OZ/988 2 2 2 2 2 2 2
ASKY AIRLINES KP/032              
ATLASJET KK/610   NR         NR
AUSTRIAN AIRLINES OS/257 4 4 4 4 4 4 4
AVIANCA AV/134 6E 6E 6E 6E 6E 6E 6E
AVIANCA BRAZIL O6/242   NR       NR NR
AVIOR 9V/742 NR NR         NR
AZERBAIJAN AIRLINES J2/771 NR NR         NR
AZUL LINHAS AEREAS AD/577 NR NR       NR NR
BAHAMASAIR UP/111 NR NR NR NR NR NR NR
BANGKOK AIRLINES PG/829   NR         NR
BIMAN BANGLADESH AIRLINES BG/997              
BH AIR 8H/366              
BOLIVIANA DE AVIACION OB/930   NR         NR
BOUTIQUE AIR INC 4B/184 NR NR         NR
BRITISH AIRWAYS BA/125 3E 3E 3E 3E   3E 3E
BRUSSELS SN/082 NR NR NR NR   NR NR
BULGARIA AIR FB/623 NR            
CAMBODIA ANGKOR AIR K6/188              
CARIBBEAN AIRLINES BW/106 3E 3E       3E 3E
CATHAY PACIFIC AIRWAYS CX/160 6E 6E 6E 6E 6E 6E 6E
CAYMAN AIRWAYS KX/378 NR NR   NR   NR NR
CHINA AIRLINES CI/297 7 7       7 7
CHINA EASTERN AIRLINES MU/781 NR NR       NR NR
CHINA SOUTHERN AIRLINES CZ/784 6E 6E       6E 6E
CITYJET WX/689   NR       NR NR
CONDOR DE/881 NR NR       NR NR
CONTOUR AIRLINES LF/522-4 NR NR   NR     NR
COPA CM/230 3 3 3 3   3 3
CORSAIRFLY SS/923 NR NR       NR NR
CROATIA AIRLINES OU/831 NR NR       NR NR
CSA CZECH AIRLINES OK/064 7 7 7 7   7 7
DELTA AIR LINES DL/006 2 2 2 2 2 2 2
DYNAMIC AIR 2D/054   NR   NR     NR
EGYPTAIR MS/077 2 2       2 2
EL AL ISRAEL LY/114 NR NR NR NR   NR NR
ELITE AIRWAYS 7Q/087 NR NR         NR
EMIRATES EK/176 3 3 3 3   3 3
ETHIOPIAN AIRLINES ET/071 NR NR       NR NR
ETIHAD AIRWAYS EY/607 NR NR NR NR NR NR NR
EUROSTAR 9F/814 NR NR         NR
EVA AIRWAYS BR/695 4 4       4 4
EXECUTIVE EXPRESS AVIATION 6G/504 NR NR         NR
FIJI AIRWAYS FJ/260 NR NR       NR NR
FINNAIR OY AY/105 4 4 4     4 4
FLEXFLIGHT W2/365 NR NR         NR
FLYBE AIRLINES BE/267 NR NR NR     NR NR
GARUDA INDONESIAN AIRWAYS GA/126 4 4       4 4
GEORGIAN AIRWAYS A9/606              
GREAT LAKES AVIATION Z5/846 NR NR NR NR NR NR NR
GULF AIR GF/072 NR NR NR     NR NR
HAHN AIR HR/169 NR NR       NR NR
HAINAN AIRLINES HU/880 NR NR NR NR NR NR NR
HAWAIIAN AIRLINES HA/173 3 3 3 3 3 3 3
HONG KONG AIRLINES HX/851 NR NR       NR NR
HUNNU AIR MR/861              
IBERIA OPERADORA IB/075 7 7 7 7 7 7 7
ICELANDAIR FI/108 2 2 2 2   2 2
INSELAIR ARUBA 8I/778   NR NR NR   NR NR
INSEL AIR INTERNATIONAL BV 7I/958 NR NR       NR NR
INTERCARIBBEAN AIRWAYS JY/653   NR         NR
INTERJET 4O/837 NR NR       NR NR
ISLAND AIR WP/347 NR NR NR NR NR   NR
JAPAN AIR LINES JL/131 5 5 5 5 5 5 5
JET AIRWAYS 9W/589 NR NR NR NR   NR NR
JETBLUE AIRWAYS B6/279 2 2 2 2 2 2 2
KAM AIR RQ/384              
KENYA AIRWAYS KQ/706 NR NR       NR NR
KOREAN AIR KE/180 2 2 2 2 2 2 2
KUWAIT AIRWAYS CORP KU/229 4 4       4 4
LA COMPAGNIE B0/002 NR NR         NR
LACSA AIRLINES LR/133 3 3 3 3 3 3 3
LAM MOZAMBIQUE TM/068              
LAN AIRLINES S.A. LA/045 NR NR NR NR NR NR NR
LAN ARGENTINA 4M/469 NR NR NR NR NR   NR
LAN ECUADOR XL/462 NR NR NR NR NR NR NR
LAO AIRLINES QV/627   NR NR   NR   NR
LC PERU W4/107   NR   NR   NR NR
LIAT LTD. LI/140   NR NR NR   NR NR
LOT POLISH AIRLINES LO/080 3E 3E 3E 3E   3E 3E
LUFTHANSA GERMAN AIRLINES LH/220 3E 3E 3E 3E 3E 3E 3E
MALAYSIA AIRLINES SYSTEM MH/232 6 6 6   6 6 6
MAYA ISLAND AIR LIMITED 2M/391   NR       NR NR
MERIDIANA AIRLINES IG/191 NR NR       NR NR
MIAT MONGOLIAN AIRLINES OM/289   NR NR     NR NR
MIDDLE EAST AIRLINES ME/076 2 2         2
MOKULELE AIRLINES MW/415 NR NR         NR
MONTENEGRO AIRLINES YM/409              
MYANMAR AIRWAYS INTERNATIONAL 8M/599              
NATIONAL AIRLINES N8/416              
NORWEGIAN AIR SHUTTLE ASA DY/328 NR NR       NR NR
OLYMPIC AIRWAYS OA/050 7 7       7 7
OMAN AIR WY/910 NR NR NR     NR NR
ONEJET J1/528 NR NR NR NR     NR
ONUR AIR 8Q/066   NR         NR
PACIFIC COASTAL AIRLINES 8P/905 NR NR         NR
PAKISTAN INT'L AIRLINES PK/214   NR         NR
PAWA DOMINICANA 7N/185 NR NR         NR
PEGASUS PC/624   NR         NR
PENAIR KS/339   2E 2E 2E 2E   2E
PERUVIAN AIRLINES P9/602   NR       NR NR
PHILIPPINE AIRLINES PR/079 7 7       7 7
PORTER AIRLINES PD/451 NR NR       NR NR
PRECISION AIR PW/031   NR NR NR NR   NR
PROFLIGHT ZAMBIA P0/659 NR NR         NR
PUBLICCHARTERS.COM P1/351 NR NR   NR   NR NR
QANTAS AIRWAYS QG/081 7 7 7 7   7 7
QATAR AIRWAYS QR/157 NR NR NR NR   NR NR
RAVN ALASKA 7H/808   2E 2E 2E 2E 2E 2E
ROYAL AIR MAROC AT/147 7 7       7 7
ROYAL BRUNEI AIRLINES BI/672   NR       NR NR
ROYAL JORDANIAN AIRLINES RJ/512 6 6 6 6 6 6 6
RWANDAIR WB/459   NR       NR NR
S7 S7/421 NR NR NR NR NR   NR
SAFI AIRWAYS 4Q/741              
SANTA BARBARA AIRLINES S3/249 NR NR       NR NR
SATA INTERNATIONAL S4/331 NR NR       NR NR
SAUDI ARABIAN AIRLINES SV/065 NR NR NR NR NR NR NR
SCANDINAVIAN AIRLINES SK/117 7 7 7 7   7 7
SEABORNE AIRLINES BB/376   NR   NR     NR
SHANDONG SC/324           NR  
SICHUAN AIRLINES 3U/876   NR       NR NR
SILVER AIRWAYS 3M/449   NR         NR
SINGAPORE AIRLINES SQ/618 6E 6E 6E 6E 6E 6E 6E
SOLOMON AIRLINES IE/193 NR         NR  
SOMON AIR SZ/413              
SOUTH AFRICAN AIRWAYS SA/083 3E 3E 3E 3E   3E 3E
SOUTHERN AIRWAYS EXPRESS 9X/677 NR NR         NR
SOUTHWEST AIRLINES WN/526 1E 1E 1E 1E 1E 1E 1E
SRI LANKAN AIRLINES UL/603 1 1       1 1
SUN COUNTRY SY/337 NR NR NR NR     NR
SURINAM AIRWAYS PY/192 8 8   8     8
SWISS LX/724 3 3 3   3 3 3
TAAG ANGOLA AIRLINES DT/118 NR NR NR     NR NR
TACA INT'L AIRLINES TA/202 3 3 3 3 3 3 3
TACV-CABO VERDE AIRLINES VR/696              
TAG AIRLINES 5U/911              
TAM AIRLINES JJ/957 NR NR NR NR NR NR NR
TAME AIRLINES EQ/269   NR         NR
TAP - AIR PORTUGAL TP/047 2 2 2 2   2 2
TAROM ROMANIAN AIR RO/281 7 7       7 7
THAI AIRWAYS INT'L TG/217 6E 6E 6E 6E 6E 6E 6E
Tradewind Aviation TJ/4922 NR NR   NR     NR
TROPIC AIR 9N/789   NR         NR
TUI FLY TB/612   NR       NR NR
TUNISAIR TU/199 NR NR     NR NR NR
TURKISH AIRLINES TK/235 2E 2E 2E 2E   2E 2E
UKRAINE INTERNATIONAL PS/566 NR NR       NR NR
UNITED AIRLINES UA/016 2 2 2 2 2 2 2
UT AIR UT/298 NR NR NR     NR NR
VARIG GOL LINHAS AEREAS G3/127 NR NR       NR NR
VIA AIRLINES VC/359 NR NR       NR NR
VIETJET AIR VJ/978              
VIETNAM AIRLINES VN/738 NR NR       NR NR
VIRGIN AMERICA AIRLINES VX/984 NR NR NR NR   NR NR
VIRGIN ATLANTIC AIRWAYS VS/932 2 2 2 2 2 2 2
VIRGIN AUSTRALIA VA/795 NR NR NR     NR NR
WAMOS AIR EB/460   NR         NR
WESTJET WS/838 NR NR NR NR   NR NR
WINDWARD ISLAND AIRWAYS WM/295 NR NR NR NR NR   NR
XIAMEN AIRLINES MF/731 NR NR       NR NR
XL AIRWAYS SE/473   NR         NR
YAKUTIA R3/849              

Key-Credit Card Acceptance:
Blank = Carrier does not accept card;
NR = Card accepted with no restrictions;
Codes 1-8 = See definitions following chart.

Carrier Credit Card Acceptance Codes

The following are definitions for the codes used in the Carrier Credit Card Acceptance Chart:

Code Definition
NR No restriction
1

Valid for air transportation only
Exceptions:
Air Transat - All segments must be routed on Air Transat
Southwest Airlines - All segments must be routed on Southwest Airlines
Aeroflot Russian Airlines - Aeroflot does not accept US Airways UATP card transactions
Sri Lankan Airlines - Sri Lankan Airlines tickets should be issued only with fares extended/owned by UL. Fares published by other carriers between Colombo (CMB) and the United States with Sri Lankan Airlines segment should not be ticketed on Sri Lankan Airlines

2

At least one segment must be routed on ticketing carrier
Exceptions:
All Nippon Airways - At least one international segment must be routed on an All Nippon Airways flight
Pen Air - In lieu of the above, one segment routed on AS flights 3200 through 3299 is also acceptable
Ravn Alaska - In lieu of the above, one segment routed on AS flights 4800 through 4899 is also acceptable
Turkish Airlines - Where transoceanic travel is a part of the itinerary, at least one transoceanic segment must be routed on Turkish Airlines

3

At least one segment must be routed on ticketing carrier. Valid for air transportation only
Exceptions:
British Airways - Credit card may be accepted for tours or land arrangements in connection with British Airways travel only
LOT Polish Airlines - Where transoceanic travel is a part of the itinerary, at least one transoceanic segment must be routed on LOT Polish Airlines
Lufthansa German Airlines - Where transoceanic travel is a part of the itinerary, at least one transoceanic segment must be routed on Lufthansa
South African Airways- Where transcontinental travel is part of the itinerary, at least one transcontinental segment must be routed on South African Airways

4

50% or more of the segments must be routed on ticketing carrier

5

25% or more of the total fare value must be routed on ticketing carrier.

6

50% or more of the total fare value must be routed on ticketing carrier
Exceptions:
Avianca Airlines - Cardholder signature (and credit card imprint when applicable) required on charge forms for all credit sales. Any financial loss incurred due to a non-face-to-face transaction is the responsibility of the travel agency issuing the ticket/document for which the loss is incurred. A Debit Memo issued by Avianca to a travel agency in connection to an incurred loss by the travel agency (chargeback or other), must be paid by the travel agency upon receipt of the Debit Memo. Avianca will not extend a Debit Memo payment due date, despite any ongoing investigative and/or collection effort by the responsible travel agency
Cathay Pacific Airways - 50% of the total fare value or a minimum of one transpacific segment must be routed on Cathay Pacific or Dragonair
China Southern Airlines- 50% of the total fare value or a minimum of one transpacific segment must be routed on China Southern Airlines
Singapore Airlines - 50% of the total fare value or a minimum of one transpacific or one transatlantic segment must be routed on Singapore Airlines
Thai Airways - Will not accept any one charge in excess of $10,000

7

50% or more of the total fare value must be routed on ticketing carrier. Valid for air transportation only

8

Miscellaneous
Bangkok Airlines- Credit card payments are only accepted for a minimum of two Bangkok Airlines segments

Credit Card Authorizations

Travel Agents must obtain authorizations on all credit card sales. Credit card authorizations are to be obtained through a Global Distribution System (GDS) at the time of ticketing.

In a situation when the authorization link is unavailable through the GDS, agents may obtain credit card authorizations by calling the appropriate credit card company authorization service. The following are the toll free numbers and instructions:

"Airline" Credit Cards

As with other credit card transactions, all sales paid for with airline "On-Line" credit cards must be authorized. Likewise, the approval codes must be entered on all coupon records. The following instructions with respect to obtaining authorizations are provided:

Alaska Airlines Commercial Card (AS) - 1 (206) 392-7720

50 percent of the total fare value must be on Alaska Airlines. For card-less accounts, travel agents must obtain identification from unknown customers and contact the Alaska Airlines Commercial Card voice authorization center at (206) 392-7720 to confirm that the customer is authorized to use the account.

American Express - 1 (800) 528-2121

The American Express Voice Authorization Service offers the ability to obtain basic credit card authorizations, do Address Verification (AVS) and to do Cardholder Name Verification. When calling the American Express voice authorization service, have the following information available and follow the voice prompts.

  1. American Express card number
  2. Expiration Date

To use Address Verification have the cardholder street address, city, state, and zip code available.

To use the Name Verification option, have the cardholder's first and last name.

JCB International - 1 (800) 522-8788

When calling JCB, provide the authorizer with the following information:

  1. JCB Merchant Number - 0002016020
  2. JCB Account Number and Expiration Date
  3. Amount of Transaction

Discover Network - 1 (800) 347-1111

Have the following information available:

  1. Merchant number: 6011 0160 1101 601
  2. Card account number
  3. Card Identification Data (see below)
  4. Expiration date
  5. Transaction amount

UATP - 1 (855) 292-1651

Follow the instructions provided via the automated response system followed by the # key for each step. If you encounter difficulties, report the problem to UATP at 1-800-222-4688.

Have the following information available:

  1. Three-digit Ticketing Carrier Code
  2. Eight-digit Agency Code Number
  3. UATP Account Number and Expiration Date (if applicable)
  4. Amount of Transaction (including dollars and cents)

Disclosure of Terms and Conditions

The terms and conditions of sale (i.e., deadlines, penalties, and/or fees for canceling, refunding, or exchanging tickets) must be disclosed to the cardholder prior to the transaction taking place. To minimize the risk of financial liability in the, event of a credit card chargeback associated with the terms and conditions, obtain acknowledgement in writing from the cardholder that the terms and conditions of sale have been made disclosed. Travel agents may be required to show proof that the cardholder, prior to the completion of the sale, accepted the terms and conditions of the sale. This is also true for sales initiated via the Internet or the telephone, i.e. non face-to-face transactions. Internet travel agents are encouraged to clearly and concisely state the terms and conditions of the sale and require cardholders to "click to accept" the terms and conditions.

Verbal disclosure of the terms and conditions of sale to the cardholder is not accepted by the credit card companies as a legitimate defense against credit card chargebacks related to a cardholder's claim that the terms and conditions of sale were not disclosed prior to the sale taking place.

Guide to the Preparation of the Universal Credit Card Charge Form

GuidetoPreparationofUniversalCreditCardChargeForm
  1. Obtain the signature of the cardholder and compare with the signature on the credit card.
  2. Enter the three digit carrier code.
  3. Imprint the date of sale and the agency Identification.
  4. Enter the name of the passenger and connection with the subscriber, if other than the cardholder.
  5. Enter the authorization/approval code received from the credit card company.
  6. Enter the airport/city code, fare basis, and carrier codes of the ticket routing (if applicable).
  7. Enter the credit card name or two letter alpha code.
  8. Enter the carrier code and ticket number(s) of tickets issued.
  9. Imprint card.
  10. Enter fare, tax, and total of all tickets issued.

Note: The signed, imprinted form should be retained in a secured location at the issuing travel agency for a period of two years.

Credit Card Chargeback Policy

The purpose of this chargeback policy is to relieve travel agents of liability for chargebacks identified as fraud when proper card acceptance procedures are followed at the point of sale. Therefore, absent evidence of negligence or fraud on the part of travel agencies, their employees, sales representatives, or agents of the agencies, travel agents will be relieved of liability for debit memos that are issued as a result of a fraud related chargeback provided the card acceptance procedures are followed along with the requirements of the Credit Card Chargeback policy.

The Credit Card Chargeback Policy is based on credit card company rules for merchants in the travel industry and given the current technology available through the travel agency distribution channel via the GDSs. The policy is subject to change as credit card company rules change or as technological infrastructure changes are made.

Credit Card Acceptance Procedures

Failure to follow the 2-step process outlined in this policy, and respond to carriers' requests for legible supporting documentation substantiating compliance with the credit card chargeback policy within the following timeframes, will result in agents being held financially liable for disputed transactions.

Step #1
Follow the instructions and procedures contained in the Credit Card Acceptance Procedures portion of this handbook and the Credit Card Chargeback Policy.

Step #2
Complete at least one of the following procedures.

1. Manual Credit Card Imprint & Cardholder Signature
Obtain and enter on the credit card charge form a complete and legible manual imprint of the credit card, as well as the cardholder's signature. The credit card charge form must be physically imprinted and signed at the issuing agency. Compare the signature on the charge form to that which is on the signature panel of the credit card and verify that the two are reasonably similar.

An example of a Credit Card Charge form follows, and they can be ordered from ARC through the ARC Document Services order process. Signed and imprinted charge forms should be retained on file for a period of at least two years from the sale date.

2. Limited Power of Attorney Agreements - Applicable to UATP and Airline "On-line" cards only
Have in place at the time the transaction takes place, an original, valid, executed Limited Power of Attorney Agreement (example follows). Note that a Limited Power of Attorney Agreement will relieve travel agents of liability for a credit card chargeback resulting from a cardholder claim that the use of their account was not authorized. A Limited Power of Attorney Agreement will not, however, relieve travel agents of liability for a credit card chargeback that is the result of a fraud committed by an individual whose identity was not verified by the agent to be the same as that of the cardholder. Therefore, in order for a Limited Power of Attorney Agreement to be considered valid, travel agents must demonstrate that procedures were followed to verify that the person who executed the Limited Power of Attorney Agreement was acting on behalf of the corporate account, and the individual(s) purchasing the ticket(s) is authorized by the corporate account to do so.

ASTA's SAMPLE LIMITED POWER OF ATTORNEY AGREEMENT

Credit Card Acceptance Risk Management Best Practices and Frequently Asked Questions

The goal of this section is to provide information to help travel agents make informed decisions about credit card acceptance and the associated risk of fraud. Given that (1) most travel agency transactions are initiated in a card not present environment and (2) airline tickets are generally electronic (i.e., paperless) in nature, travel agents are encouraged to use all of the tools, and all of the data available to them, to evaluate the risk of fraud and make informed business decisions about whether or not to complete a sale. When accepting credit cards, it is not only important for travel agents to confirm the card is valid and active by securing an authorization/approval code (procedures outlined above), but also to validate the identity of the cardholder. Given the previous two points, keep in mind, the more information a travel agent has to confirm the identity of the cardholder, the less likely the agent is to receive a debit memo for a fraud-related credit card chargeback.

Credit card companies have developed several tools designed to help credit card merchants manage risk; however, no single tool will eliminate fraud. The best practice in the industry is to use all of the tools available, along with all the data available about the cardholder and the transaction, to evaluate risk of fraud. As part of the process of managing risk, any merchant accepting credit cards, including travel agents, must determine acceptable levels of risk.

Ever since credit has been offered as a form of payment by merchants, it has been the responsibility of the merchant to validate the identity of the customer. This concept hasn't changed since local drug store or department store merchants started to allow customers to put transactions "on account" to be paid later. With the introduction of credit cards, the credit card companies defined who would accept liability should a credit card transaction be identified as fraudulent. In general, the determination was that if a merchant received authorization from the card issuer, obtained an imprint of the card (or a card swipe, which is the modern day equivalent of a manual "knucklebuster" imprint) and a signature from the customer (reasonably similar to the signature on the card), they had collected the information necessary to prove that they had validated the identity of the cardholder. In the event of a fraud chargeback, if a merchant can provide a signed and imprinted charge form, the financial liability shifts to the entity that issued the credit card. This standard still exists today. Another option for many merchants is to obtain a successful swipe of a card's magnetic stripe. Since the travel agencies' point-of-sale systems lack the ability to obtain a magnetic strip read, a card imprint is still required.

Over the years, merchants, including airlines and travel agencies, have changed the way products and services are made available to consumers. Initially, the trend moved toward phones and then to the Internet, both of which are considered card not present sales channels. By choosing to support card not present sales channels, merchants no longer have the information required by the credit card companies (i.e., a signed and imprinted charge form) should a transaction result in a fraud chargeback. As merchants consciously broaden the distribution of their products and therefore increase the risk of accepting fraudulent sales, merchants must implement risk management strategies to accept more good sales than bad sales and thereby increase profitability.

As the distribution of products changes, credit card companies created new tools to help manage fraud. Whether putting holograms on cards, photos on cards or making changes to the magnetic stripe, credit card companies have worked to address the fraud concerns of the time. With the prevalence of card not present transactions, credit card companies continue to develop tools to assist merchants in managing the risk associated with credit card acceptance. While Verified by Visa and MasterCard SecureCode offer a shift in liability from the merchant in some situations, to date credit card companies have not developed a tool that provides a shift in liability for card not present transactions, for all card types, for "soft goods" such as airline e-tickets. Given that the liability for card not present transactions falls on the merchant, many travel agents and carriers have developed sophisticated systems to manage risk. These systems generally include the use of several credit card company fraud management tools in conjunction with third-party transaction-scoring tools, and other data available about the cardholder and the transaction, to assist in making a decision about whether or not to accept the transaction. This approach has become a well established best practice for managing fraud. The information that follows describes some of the credit card company tools that can be used to manage the risk of fraud and chargebacks. The use of these tools does not offer a shift in liability in the event a sale results in a fraud chargeback.

Credit Card Authorization

All credit card companies require that a credit card authorization be obtained for every transaction in the travel industry. Without an authorization, for some card types, an immediate chargeback can be initiated and a fee from the credit card company can be assessed to the merchant. This is the most basic verification that a card number is valid and that the funds (aka. "open to buy") are available on the account. Simply obtaining an authorization doesn't provide a card acceptor with any protection against fraud or chargebacks.

Address Verification Service (AVS)

Address Verification Service (AVS) is a tool offered by American Express, Discover, MasterCard, Visa, JCB and Diners Club International. It allows merchants to verify that the billing address provided by the customer matches the billing address associated with the card. AVS can be an effective tool for validating customer identity because, in many instances, individuals perpetrating fraud do not know the customer billing address. However, it is important to note, in some cases, individuals perpetrating fraud may know the customer billing address. Using AVS doesn't provide a merchant with protection against fraud or chargebacks.

AVS is available through the following GDSs by card type (Note that these tools may not be available on all platforms within the GDS; therefore, to obtain information about the availability of these tools on your specific platform, contact your GDS representative):

GDS American Express Diners Club International Discover JCB MasterCard Visa UATP
Amadeus X   X   X X  
TravelPort X   X   X X  
Sabre X   X   X X  

Card Identification (CID), Card Verification Value (CVV2), and Card Verification Code (CVC2)

Visa, MasterCard, Discover, and American Express each provide a valuable service that allows agents to validate the un-embossed code (three or four digits) on a credit card. Validating that the un-embossed number matches the number associated with the card helps to demonstrate that the customer has a valid card in his//her possession. This prevents individuals with stolen just credit card numbers from using the numbers to make fraudulent purchases. This tool has been proven to be a valuable risk management tool, however as with AVS individuals perpetrating fraud often have the code. Using CID, CVV2 or CVC2 doesn't provide a shift in liability in the event of a chargeback. The following is an example of how CID is represented on a Discover card. It is similar with other cards, but in the case of American Express, the CID is on the front of the card.

Note: Never write down or retain the unembossed number associated with a customer's card.

CID

CID, CVV2 and CVC2 are supported by the GDS for the following card types:

GDS American Express Discover/Diners Club International and JCB MasterCard Visa UATP
Amadeus   X X X N/A
TravelPort X X X X N/A
Sabre X X X X N/A

3-D Secure - On-line fraud management tools (Verified by Visa and MasterCard SecureCode)

Both Visa and MasterCard offer online tools that allow Internet merchants to authenticate the identity of a cardholder through a cardholder-generated PIN (personal identification number) associated with the account. These online tools facilitate authentication by providing an interface directly to the card issuer to validate the PIN. Online merchants that use Verified by Visa and MasterCard SecureCode have built the infrastructure into their websites to interface through these tools directly to the card issuer. Merchants who use 3-D Secure receive a shift in liability for fraud chargebacks for consumer card transactions when PIN authentication is attempted. In other words, there is a shift in liability even when the card issuer and/or cardholder do not participate in the program. It is important to note that there isn't a shift in liability for corporate card transactions. It is also important to note that, the infrastructure required via the GDS through ARC is not in place to support the shift in liability should travel agencies use 3-D Secure. If you are an Internet agency using Verified by Visa or MasterCard SecureCode and would like to use it for airline ticket sales, please contact the ARC Credit Card Services department at +1 703.816.8031.

Third-Party Scoring Tools

Several third-party transaction-scoring tools are available to help merchants effectively manage their fraud risk by flagging transactions that appear high risk. These real-time, transaction-scoring tools use existing credit card company tools, data about the customer, and data about the transaction, to provide merchants with information they need to manage risk. The scoring tools use all of the data available to flag high-risk transactions and then provide the information to the merchants, usually through an online tool, so they can identify transactions that require additional review. Many of the largest travel industry merchants use these third-party scoring tools, which have helped to prevent tens of millions of dollars in fraudulent bookings.

Other Tips for Detecting Fraud

Information is key when evaluating the risk of fraud. By evaluating all of the data available about a transaction and the customer, a merchant can determine if the data suggests a risk of fraud higher than the merchant is willing to take. The following are examples of information often available about a transaction that helps evaluate the identity of a cardholder and/or the risk that the transaction could result in a fraud chargeback. Please note that none of these items alone provides a full evaluation of the customer or the transaction, but the elements are best used together to paint a complete picture.

Chargeback Management

Consumers in the United States have a guarantee that if they are not involved in a transaction that has been billed to their account or they did not receive the product or service promised, they have the ability to question the charge and/or "charge-it-back". Credit card merchants are required to engage in a process to respond to these inquiries, or chargebacks. The following is a list of suggestions for travel agents to respond to inquiries or debit memos for chargebacks:

Things to include in your response to the carrier:

Payment Card Industry Security Standards

Any ARC participant that accepts credit cards as payment for goods and/or services is expected to keep all credit card numbers and personal information secure whether in hard copy or electronically and be compliant with the Payment Card Industry Data Security Standard (PCI-DSS).

ARC Security Standards and Compliance with PCI- DDS requirements

ARC, as both a merchant and/or processor (service provider) on behalf of many merchants and businesses (including all ARC participating Carriers and Agents), is regarded as a top level service provider that handles large volumes of credit card data and is thus subject to strict Payment Card Industry- Data Security Standard (PCI-DSS) requirements. In fact, in 2006, ARC was very pleased to be the first "Level 1" entity in the travel industry to be PCI Compliant, and we actively participate in the PCI Security Standards Council (see http://www.visa.com/cisp/ for PCI compliant service providers).

Meeting and exceeding the strict PCI standards for data security goes hand-in hand with ARC's own data security policies.

ARC is assessed annually under the PCI Security Standards Council ("PCI-DDS") standards as outlined by PCI Standards Organization - https://www.pcisecuritystandards.org/. The annual assessment reviews and verifies over one hundred aspects of ARC's security controls and procedures to ensure compliance with the PCI-DDS standards. ARC is currently in compliance with all applicable PCI DSS requirements published by the PCI Security Standards Council relevant to the services it provides for Agents and Carriers to maintain the security of cardholder account data ARC possesses or otherwise stores, processes or transmits. Below is the current list of applicable requirements:

PCI DSS Requirement

Description of Requirement

Applicable To ARC

1

Install and maintain a firewall configuration to protect cardholder data

X

2

Do not use vendor-supplied defaults for system passwords and other security parameters

X

3

Protect stored cardholder data

X

4

Encrypt transmission of cardholder data across open, public networks

X

5

Protect all systems against malware and regularly update anti-virus software or programs

X

6

Develop and maintain secure systems and applications

X

7

Restrict access to cardholder data by business and need to know

X

8

Identify and authenticate access to system components

X

9

Restrict physical access to cardholder data

X

10

Track and monitor all access to network resources and cardholder data

X

11

Regularly test security systems and processes

X

12

Maintain a policy that addresses information security for all personnel

X

Conclusion

Many tools are available to help merchants manage the risk of credit card fraud, they don't offer a shift in liability from the merchant to the card issuer for all card types - with the exception of a signed and imprinted credit card charge form or a limited power of attorney agreement for specific card types. For card not present transactions, tools like Address Verification (AVS), Card Identification verification (CID, CVV2 and CVC2), Verified by Visa and MasterCard SecureCode, when used in conjunction with other red flags for fraud, allow merchants to review transactions and evaluate fraud risk. It is up to the individual merchant to determine what level of risk they are willing to take when accepting credit cards.

Frequently Asked Questions:

1. Why are travel agents held to a different standard for credit card acceptance and fraud chargeback protection than airlines?

Travel agents are not held to a different standard for credit card acceptance and fraud chargeback protection than airlines. Both airlines and travel agents accept the risk associated with accepting a credit card as a form of payment and must determine their own risk tolerance.

It is worth noting that many airlines have additional technological infrastructure available, which makes their credit card acceptance procedures and requirements slightly different. For example, for face-to-face transactions, many airlines have magnetic stripe readers, which allow them to obtain an electronic read of the card instead of a card imprint. In addition, some airlines have implemented 3D Secure (Verified by Visa and MasterCard SecureCode) on their web sites, which offers them some protection against fraud chargebacks depending on the level of authentication and the card type.

2. What are credit card companies doing to help on-line card acceptors to validate the identity of the cardholder and therefore reduce the risk of fraud?

Credit card companies are always looking for new ways to help merchants validate the identity of cardholders and reduce fraud. 3D Secure (Verified by Visa and MasterCard SecureCode) is a PIN-based tool available for online, customer-facing, consumer card transactions. This tool is not applicable for corporate card transactions. 3D Secure works by linking directly from the merchant website to the card issuer to validate the cardholder PIN. When a merchant attempts 3D Secure, they are relieved of liability for the applicable transactions, regardless of the participation of the card issuer and the authentication of the PIN.

3. Why is there no longer protection for doing Address Verification with Visa and American Express?

Previously Visa and American Express offered a shift in liability when actual paper tickets were sent to the cardholder's billing address. With e-ticketing, the protection is no longer available because paper tickets are no longer sent to the billing address.

4. Why is it that when I shop with other card present merchants, they aren't required to obtain an imprint of my card?

Most card present merchants have the infrastructure in place to read a magnetic stripe of a card. The reading of a magnetic stripe as part of the authorization process replaces the need to obtain a manual imprint. Studies validated that a large majority of travel agency transactions were card not present. Therefore, the infrastructure to place magnetic stripe readers in travel agency offices for airline ticket sales was not developed.

5. Will I be protected if I require my customer to fax a copy of a signed charge form?

No. In a card not present environment, it is important to obtain as much information about the customer as possible to manage risk; however, only an actual imprint of the card on a credit card charge form will offer a shift in liability for a fraud chargeback.

6. Will I be protected if I obtain a copy of the front and back of my customer's credit card along with a copy of the front and back of their driver's license?

No. In a card not present environment, more information is better for managing the risk of fraud. However, only an actual imprint of the card on a credit card charge form will offer a shift in liability for a fraud chargeback.

7. What should I do when presented with a credit card that doesn't have raised numbers and therefore can't be embossed?

In general, credit card companies require that merchants provide proof that the card was present when providing support for a fraud chargeback. Since the infrastructure to obtain a card swipe isn't in place via the GDS, the only way to validate that the card was present is to obtain a card imprint. Given that an imprint cannot be obtained on an unembossed card, travel agents must evaluate the risk of fraud and determine if they are willing to accept the transaction. Agents unwilling to accept the risk that the transaction could be fraudulent should request a different form of payment.

Section 7: Reporting and Remitting Irregularities and How to Correct Them

This section is designed to assist you if you are experiencing difficulties complying with the reporting and remitting obligations of the Agent Reporting Agreement (ARA). This section lists some of the circumstances identified by agents and ARC that may impact complompliance with the reporting and remitting terms of the ARA. It also identifies some of the common corrective actions that agents have adopted to remedy those problems.

This material is intended for general guidance of agents and is in no way intended either to alter the terms of the Agreement or to be an exhaustive list of compliance issues or corrective actions. Agents should be familiar with the terms and provisions of the ARA and the Handbook and their specific responsibilities. If you have questions regarding this section, please contact the Customer Care Center at +1 855.816.8003.

Common Remitting and Reporting Problems

  1. Inadequate investment capital; operations conducted thin margins.
  2. Over-extension of credit to clients, particularly commercial accounts.
  3. Faulty deposit practices: Funds deposited too infrequently, to the wrong bank account or not in sufficient time to prevent an overdraft. These include deposits made the day the ARC draft is scheduled to be presented, as well as deposits made to a bank account other than that to which the ARC draft is presented.
  4. Dependence on uncollected funds, for example, assuming funds are immediately available upon deposit when, in fact, there has been insufficient time for clearance and collection of deposited items by the agent's bank.
  5. Comingling of ARC and general agency funds; conflicting transactions may arise.
  6. Assignment of essential agency duties exclusively to a specific employee, so there are no back ups or alternative arrangements in place in the event of that employee's unavailability.
  7. Lack of communication or breakdown of arrangements with a bank such that a bank would fails to timely notify the agent of an overdraft situation so that funds may be transferred or deposited before the draft is dishonored.
  8. Failure to maintain adequate funds in the ARC account.
  9. Dishonored client payments, resulting in overdraft or dishonored ARC drafts.
  10. Errors in the performance of assigned duties and misinterpretation of the agreement by agency employees, for example, failure to deposit funds or replenish overdraft in ARC designated bank account in a timely fashion.
  11. Failure to provide sufficient notification to ARC of an intention to change the ARC designated bank account (the completed Bank Account Change Form (ARC Form 614) must be received by ARC at least one week prior to the beginning of the affected sales period and must indicate the first sales period ending date (PED) to which the bank change applies). Bank account issues may also arise in connection with ownership changes or when the agent's bank has merged with, or has been bought by another bank and the transit routing number has been changed. This is also a concern if the agent's account has been closed due to fraud or some other issue and requires prompt communication with ARC to correct the situation.
  12. Failure to report tickets in the period in which validated.
  13. Failure to report tickets in any sales period.
  14. Improperly voiding an electronic ticket, or in the event you issue a paper ticket, voiding the ticket prior to receipt of the actual unused flight coupons from the customer. Should the client fail to return the ticket and/or use it for transportation and/or exchange or refund, the ticket could be considered to be an unreported/improperly reported sale by the carrier.
  15. Authorizing and submitting reports before all transactions have been received from the GDS and applied to the Sales Report.

Common Corrective Actions for Remitting Problems

  1. Increase investment capital.
  2. Place adequate/additional funds in the ARC designated bank account to provide a margin of safety.
  3. Reduce overhead and unnecessary expenditures.
  4. Develop a responsible credit policy that allows for increased collection of receivables. Consider modification to customer payment terms by reducing the number of days to remit payment as well as modification of payment methods, requiring/encouraging more cash, certified check, approved credit card, or personal check transactions (but only where sufficient time is available for collection before delivery of tickets).
  5. Adopt procedures governing bank deposits to assure that they are (a) made on a regular and frequent basis to the proper account; and (b) deposited, allowing sufficient time to clear prior to the ARC draft date.
  6. Maintain a separate bank account for the sole purpose of depositing, safeguarding and remitting payment to ARC.
  7. In matters of financial and administrative management, provide for review of deposits and disbursements of funds by more than one person.
  8. A commonly used corrective measure is a written overdraft protection agreement, issued by your bank. This overdraft protection agreement provides for automatic overdraft coverage, either by means of a line of credit or transfer of funds arrangement, in an amount equal to approximately twice the agent's average weekly sales period draft, plus an undertaking by the agent to replenish within five working days any credit drawn upon from the credit line of funds transferred to cover an ARC draft. Pursuant to such an arrangement, the bank agrees in writing to the agent to pay ARC drafts automatically, without the need for prior reference to, or approval from, the agent, by drawing on the agent's credit line or transferring funds from another account maintained by the agent. Additionally, the agent uses the account to which the automatic line of credit or transfer of funds agreement is tied solely for payment of its ARC drafts. The use of a written overdraft protection agreement for at least one year allows time for some of the other financial and administrative corrective actions taken by an agent to work to prevent overdrafts (See sample overdraft protection agreement at the end of this section).

Common Corrective Actions for Reporting Problems for Handwritten or Paper Tickets

  1. Do not void, or manually void, and remove tickets from the sales report unless the unused flight coupons from that ticket set are first returned by the client to the agency and/or an electronic ticket has been properly voided (Industry Agents' Handbook, Section 5 - IAR).
  2. Enter handwritten/manual tickets and PTAs into your IAR report on a daily basis so that none will be overlooked when the weekly report is submitted.
  3. Check your IAR report daily for any errors so they can be quickly corrected.
  4. In the preparation of weekly sales reports, assign to one individual the responsibility of accounting for all tickets to be included in the report, and assign a second individual the responsibility of verifying the inclusion of all tickets. Provide for additional back up personnel to handle these tasks when those individuals are unavailable.

General Comments

  1. You are required, pursuant to the terms of the ARA, to remit on a weekly basis for all transactions issued on ARC Traffic Documents. This remitting obligation is not excused by an inability or failure to collect amounts due from your customers or other accounts receivable. Consequently, you must tailor your agency's credit policy in such a way that it will not interfere with your obligations under the ARA to pay for all transactions weekly.
  2. It is your responsibility to have sufficient collected funds on deposit when ARC drafts are presented, or alternatively, to have an established line of credit or similar agreement with your bank that will operate automatically to provide overdraft protection, without the necessity for your prior notice or approval. Written overdraft agreements with the bank are advisable since they may serve as proof of the banking arrangement, to avoid misunderstandings, and to fix clearly the responsibilities of the parties.
  3. Lines of credit and/or overdraft protection arrangements with your bank should be automatic and not be dependent upon your prior notice or approval prior to implementation. Arrangements that are not triggered automatically provide no guarantee of automatic payment of drafts upon presentment. These types of arrangements frequently break down for a number of reasons, for example, absence or unavailability of bank officers or agency personnel familiar with the overdraft arrangement; new and uninformed bank personnel; bank clerical errors; and failed last minute attempts by the agent to cover an overdraft after notice from the bank. Please note, that overdraft arrangements and lines of credit do not transfer responsibility for payment of ARC drafts to the bank or a third party.
  4. If you are presented with a sudden closing of your ARC designated bank account, or some other action that results in an inability to access funds in your ARC bank account (garnishment, etc.) you are advised to contact ARC immediately so that bank account change procedures can be started and the number of dishonored drafts may be minimized. (Contact ARC at +1 703.816.8003 for instructions to expedite a bank change and make immediate arrangements for payment of any dishonored ARC drafts.)
  5. It is your responsibility to provide effective day-to- day financial and administrative management of the agency, and, accordingly, you are responsible for the actions or omissions of your employees, contractors and other representatives which may lead to financial and/or reporting irregularities. Common examples of such actions and omissions are: failure to follow instructions; errors in bookkeeping; incompetence or inexperience; mismanagement; and absences due to illness, vacations, or business commitments. This same principle applies to the acts or omissions of an independent management firm hired to carry out the agent's reporting and remitting duties.
  6. Personal guarantees of payment with respect to your account by bank officers do not constitute a "line of credit" that will operate automatically to prevent overdrafts. Similarly, the letter of credit in effect between you and a bonding/surety company, or you and ARC, is not considered a "line of credit" or an automatic overdraft protection on the ARC account.
  7. Notice to ARC of a change in agency ownership does not fulfill the requirement of notice of a change of bank accounts. Care must be taken to satisfy both obligations. Sufficient funds must be kept in the former owners' bank account to meet ARC drafts until the effective date of an ARC draw on the new owner's new bank account.
  8. You must notify ARC of any and all changes to your bank account and the locations to which the change applies (home officer, branch locations, etc.).
  9. You are responsible for maintaining business practices in such a way as to prevent monetary disputes by third parties, which may result in a dishonored ARC draft. The dishonor of an ARC draft may result when your ARC account is depleted, blocked or frozen because of transfers from, or charges against, the account made by a bank, creditors or other third party in pursuing claims against you. Such claims may include a writ of attachment obtained by a third party, debiting or freezing the account in connection with repayment of a revolving loan, loans to owners and shareholders, a corporate note, or pursuant to demand obligations.
  10. You are obligated to ensure sufficient, collected funds are in your ARC account prior to the presentment of ARC drafts. Pursuant to the terms of the Agreement, Carrier funds must be held in trust until satisfactorily accounted for to the Carriers. Should an ARC draft be delayed for a period of time, these funds must remain in the account until the draw is actually made.
  11. You must report tickets in the period in which each is issued and/or validated regardless of whether clients have paid for and/or picked up the tickets.

Sample Overdraft Protection Agreement

Section 8: Taxes, Fees, and Charges

Overview

ARC agents are required to collect, and report all federally - imposed taxes, fees and charges. Agents must also collect and report certain taxes, fees, and charges levied by foreign countries. The proceeds from all U.S. air passenger taxes are deposited in the Airport and Airway Trust Fund. Information about the Trust Fund may be found at the Federal Aviation Administration (FAA) website. The proceeds are generally used to fund U.S. government operations for air travel. Congress established this fund so that the expenses incurred by the government in operating the air traffic system would be borne by the people using the system.

Taxes, fees and charges are applied when the ticketing transaction is ticketed and issued through the System Provider (GDS/CRS). Please contact your carrier and/or the System Provider if you have any questions about taxes, fees, or charges for a specific ticket or transaction. The information in this section relates to tickets are purchased in the U.S. The tax treatment of tickets purchased outside the U.S., including Canada and Mexico is not within the scope of this section.

The most common taxes and fees that you will collect are the U.S. Ticket Tax, U.S. International Departure Tax, U.S. International Arrival Tax, and the Passenger Facility Charge. The following is a general description of these items:

When issuing tickets, all taxes, fees, and charges must be clearly shown on the transaction. The amount of the tax, fee, and charge must include the two-letter code for each tax, fee, and charge collected. If there are more taxes, fees, and charges than available tax area on a ticket, the agent should identify as many individual taxes, fees, and charges as possible. Combine the remaining taxes, fees, and charges into a total tax. The combined amount is shown in the last tax area of a ticket with a “XT” two-letter designator. The individual amounts and codes must be provided in the fare calculation area.

Codes for United States Taxes, Fees, and Charges

The following summarizes some of the possible U.S. taxes, fees, and charges that can be assessed on tickets issued within U.S. This summary does not include the tax amounts. Please refer to your System Provider or issuing carrier for the actual amounts, current rules and exemption, and for the most current listing.

Designator Name of Tax/Fee/Charge Description
U.S. U.S. Ticket Tax A percentage of the base fare of a tickets issued for transportation within the continental U.S.
U.S. Alaska/Hawaii Ticket Tax A variable percentage of the base fare determined by the exact itinerary for flights between the U.S. and Alaska/Hawai.
U.S. Alaska/Hawaii International Travel Facilities Tax Tax imposed on domestic segments beginning or ending in Alaska or Hawaii
U.S. U.S. International Departure Tax Tax on transportation beginning in the U.S. and ending outside the U.S.
U.S. U.S. International Arrival Tax Tax on transportation beginning outside the U.S. and ending inside the U.S.
YC U.S. Custom Fee Assessed to passengers arriving outside the custom territory of the U.S.
XY Immigration Fee Assessed for travel from any international point into the U.S., Puerto Rico, Guam and the U.S. Virgin Island
XA Animal and Plant Health Inspection Service Fee Assessed for travel from any international point into the U.S. and Puerto Rico
*XF Passenger Facilities Charge A fee assessed by an airport for airport improvements.
*ZP U.S. Flight Segment Tax Assessed for each domestic flight segment
AY Ticket Security Fee Assessed on for flights departing the U.S.
XT Combined Taxes, Fees, and Charges This code is used when the number of taxes collected exceeds the number of allocated tax space on a ticket
Q Fuel Sur Charge A fuel charge assessed by an airport for flight

*XF; Passenger Facilities Charge (PFC) - For a one way ticket, PFCs can be collected on a maximum of two segments. For a round trip ticket, PFCs can be collected on a maximum of four segments.

*ZP; U.S. Flight Segment Tax - ZP taxes do not applicable to free tickets (non-companion), rural areas, and international tickets (this includes a U.S. stopover of 12 hours or less – the 12 Hour Rule).

Section 9: Travel Industry Related Laws and Regulations

Businesses operating in the United States and around the world are required to comply with applicable governmental laws, rules, and requirements. Carriers may also require travel agents to comply with applicable laws, including regulations issued by the U.S. Department of Transportation (DOT).

From time to time, ARC may post copies of some of these laws and regulations in this section of the Handbook for informational purposes only.

Please note, the information in this section is not all inclusive and may be subject to amendment and updating by governmental, regulatory, or other authorities. Because of variations in the legislative and rule-making process, we cannot guarantee that the versions shown are accurate or up to date. Visitors to this section should check with the carrier, governmental agency, or relevant legal authority for the most current information and/or instructions.

*Note - Links to third-party websites are controlled by parties other than ARC. ARC does not operate or control any information, products, or services on such websites. You acknowledge and agree that such links are provided for your convenience only and ARC is not responsible for any linked third-party site or the linked site itself. Your access and use of any linked third-party site is solely at your own risk.

DOT requirements on the Display of Carrier Operating Information (Code-Share display)

Section 10: Paper Ticketing Overview

How to Order ARC Traffic Documents and Administrative Forms

Newly Approved Agents

All ARC accountable and non-accountable documents are ordered through the Document Ordering System. To access the Document Ordering System, you must have a My ARC account. If you don't have a My ARC account, you may request one through your company's My ARC Primary Administrator. Please contact ARC's Customer Care Center at +1 703.816.8003 or send your inquiry via e-mail to ccchelp@arccorp.com if you have any other questions about My ARC or the Document Ordering System.

Using the Document Ordering System

ARC's Document Ordering System provides you an easy way to order traffic documents, non-accountable, ARC Mini Itins and other print products. A help guide is available to walk you through the online ordering process. The help guide is available on the Document Ordering System home page. If you need additional assistance, please contact ARC's Customer Care Center at +1 855.816.8003 or send your inquiry via e-mail to ccchelp@arccorp.com.

Re-Ordering of Ticket Stock

How Much Time to Allow for Shipments to Arrive?

The time elapsed, from when ARC receives your order until delivery of documents to your agency, will generally not exceed 7 business days for all ground shipments and all other methods will follow UPS delivery service levels. Special situations (such as high-processing volume, shipper work stoppages, or inclement weather) can cause delays out of the normal delivery schedule. You can submit orders 24 hours a day, 7 days a week, but orders are shipped Monday through Friday with the exception of observed holidays when offices are closed. If you do not receive your order within 7 business days, please contact ARC's Customer Care Center.

Emergency Orders

If an urgent need for tickets or non-accountable documents arises, you can place an Emergency Order via the Document Ordering System. You must submit your order BEFORE 4:00pm EST to receive it the Next Business Day.

Checking Order Status

You can check the status of you order using the Document Order System or you may call ARC's Customer Care Center between the hours of 9:00am - 9:00pm EST, Monday-Tuesday; 9:00am - 7:30pm EST, Wednesday-Friday. Tracking numbers are available in the Document Ordering System the same day your order ships. Most orders are shipped ground UPS.

Maximum Order: A 3-Month Ticket Supply

You may maintain a 3-month supply of traffic documents on hand, which is determined by the Document Ordering System.

Requesting More Than a 3-Month Supply

If your location's usage will exceed its 3-month supply of traffic documents, you may contact ARC to request an increase based on your business requirements. ARC will review each situation on a case-by-case basis to determine the best course of action to assist. Contact ARC's Customer Care Center at +1 703.816.8003.

Change of Address

If your travel agency location's ticket shipment address (including suite number) will change due to a move, please submit either a Change of Location Form (#608) or a Miscellaneous Change Form (#618). Both forms are available on ARC's web site. You may also contact the Customer Support Center for assistance. ARC can't ship tickets to an address change that is not approved and updated by the ARC Accreditation Department. Please note that ARC will not ship tickets to the old or new address until ARC has processed and approved your change of location application.

ARC shipping vendors have instructions not to deliver shipments to a location other than the address of record listed on the shipping label. Thus, even if your agency is just moving down the hallway in the same building, the shippers will be return your order to ARC if there is an address discrepancy.

If a shipment is retuned to the ARC warehouse because the address on file has not been updated you will bear the expense of reshipping the items that were ordered.

Storage of Traffic Documents

Please review the Security Guidelines for ARC Traffic Documents, Section B of the IAH for information about storeage of ARC Traffic Documents. If you have further question, please call the ARC Customer Support Center for assistance.

Shipment to locations other than Physical Address of Agency

Shipment of Branch Location Ticket Stock to Another Affiliated Branch/HOL Location
Agencies with multiple locations may elect to have shipments for branch offices sent to another branch office or the Home Office Location within the agency family.

ATB Documents General Information

ATB Storage & Handling

ATB documents, particularly thermal ATBs, are very sensitive to environmental conditions. Proper handling will reduce the possibility of printer performance issues such as jams. ATB boxes should always be stored with the red arrows pointing up. You should use older shipments completely before boxes from newer shipments. Storage temperature should remain constant, no colder than 40° Fahrenheit and no hotter than 90° Fahrenheit. ATB coupons should never be exposed to prolonged sunlight or extreme humidity. If your agency uses thermal ATB documents, it may be beneficial to advise customers to store ATB ticket sets away from direct sunlight or heat to prevent the coupons from graying or, in more extreme cases, blackening.

ATB 1 & 2 Ticket Differences

Distinctions between ATB 2 and ATB 1 tickets include:

ARC Accountable Documents Document Format Thermal Document Format ARC Stock Number Quantity per box
Automated Ticket/Boarding Pass (ATB) 3.25" height horizontal fold; no magnetic stripe Yes ATB 1 3426 1,000
Automated Ticket/Boarding Pass (ATB) 3.25" height horizontal fold; with magnetic stripe Yes ATB 2 8212 1,000
Automated Ticket/Boarding Pass (ATB) 3.25" height horizontal fold; no magnetic stripe No ATB 1 1164 1,000
Automated Ticket/Boarding Pass (ATB) 3.25" height vertical fold; no magnetic stripe No ATB 2 1186Z 1,000
Passenger Ticket and Baggage Check (4 Flight) 3.25" height multi-part carbon No NA 1035A 10
Prepaid Ticket Advice (PTA) 3.25" height multi-part carbon No NA 1094A 10

Conversion between ATB Formats

When converting from one ATB format to another, you need to work with your GDS provider to ensure your ticketing system has been configured and updated for the new ATB format. You should not order the new ATB stock until advised by the GDS.

Purpose of Packing Slip

The packing slip is used to verify that the ticket stock recorded by ARC as shipped is, in fact, in agreement with the stock you physically received. This is especially important with accountable document shipments.

How a Ticket Shipping Order is Packed

All shipments should arrive with a packing slip, which lists all documents shipped including the stock control numbers for each traffic document ordered. Only one packing slip is placed in shipments consisting of multiple cartons and is inserted in the first carton. The shipping vendor may not deliver all cartons on the same day; therefore, it is possible that the first carton received will not contain the packing slip and it will be necessary to wait (2 or 3 business days) for the remaining carton(s) to verify receipt.

Shipment Issues

If an issue arises during the course of a shipment here are the procedures that should be followed.

Ticket Numbers listed are incorrect

Check the packing slip to verify that the ARC Stock Control Numbers assigned to the shipment are correct. If there is an error, call or e-mail the Customer Care Center.

Ticket Numbers Listed were not received

This may be due to the shipment being sent in more than one carton and the cartons becoming separated. You should wait 2 to 3 days to see if the tickets come later. If there is still a problem call or e-mail the Customer Care Center.

Not all products arrive at the same time

This may be due to the shipment being sent in more than one carton and the cartons becoming separated. You should wait 2 to 3 days to see if other cartons arrive. If they do not, call or e-mail ARC's Customer Care Center.

Defective Ticket Stock

If you are having problems with automated ticket stock, it may be a problem that can be corrected by a minor printer adjustment. Contact your GDS Provider for assistance. If the problem persists, call or e-mail the Customer Care Center.

Destroying Traffic Documents and Airline Identification Plates

When ARC Traffic Documents Need to be Destroyed and How

Here are examples of situations where accountable ARC Traffic Documents should be destroyed:

You need to destroy all such stock and submit an "Affidavit of Traffic Document and Airline Identification Plate Destruction" form (Form 116). This form is available in the ARC Form Catalog.

Preparing the "Affidavit of Traffic Document and Airline Identification Plate Destruction"

Download Form 116 (Affidavit of Traffic Document and Airline Identification Plate Destruction)

Complete the entire form electronically, prepare the affidavit carefully, and proofread the stock control numbers to ensure accuracy. If you are destroying large quantities of stock and the inventory will not fit on one page, use additional forms as necessary.

Fax the completed form to ARC at +1 (703) 341-1228.

Once you fax the completed "Affidavit of Traffic Document and Airline Identification Plate Destruction" to ARC, you need to destroy the documents and or plates listed on the form per the ARC destruction guidelines.

Please Do Not Send Any Ticket Stock or Airline Identification Plates to ARC

Methods for Destroying Ticket Stock

Due to chemical emissions into the environment, it is illegal in many municipalities to burn carbonized manual documents, or thermal or magnetic stripe ATBs. Shredding is the common means of ticket destruction. If your agency does not have access to a shredder, there are companies in many cities that will destroy documents for a fee. Documents can also be hand-torn into thirds.

Methods for Destroying Airline Identification Plates

The plates must be cut in half, which can be done using heavy-duty scissors or any other means. There are document destruction companies throughout the U.S. that will destroy the plates for a fee.

FAQ

  1. What do you do if you use a box out of sequence?
    Finish the box and return to the proper sequence.

  2. What do you do if you use a ticket within a box out of sequence?
    Return to the proper sequence and finish using the box. This will not cause a reporting problem.

  3. Can agencies transfer boxes of accountable documents?
    No! If you need tickets immediately, place an emergency order. Agencies may transfer non-accountable documents.

  4. Are ATB tickets accountable?
    ATBs and all other ARC accountable documents (4-Flight-PTA) are valuable financial instruments. They should be stored with the same care that you would use with cash or other negotiable instruments.

  5. Can agencies order emergency supplies that exceed allocation limits?
    Yes, with ARC approval, but not all requests are approved. Contact the Customer Care Center at +1 703.816.8003. Orders must be submitted BEFORE 4:00pm EST to be received the next business day.

ARC Documents

Accountable and Non-Accountable Forms

Standard Accountable ARC Traffic Documents

ARC manages ticket form code numbers from ranges allocated according to industry resolution. For automated tickets, ARC assigns blocks of form codes to the System Providers (GDSs) for issuance of ARC documents by travel agencies. ARC manages the pre-printed automated ticket stock and allows agencies to order supplies through the Document Ordering System available from My ARC tools.

The first digits of each ticket/document number represent the form code identifying the type of industry document issued, such as an ATB/ET passenger ticket, EMD or automated MCO. The remaining digits of the 10-digit ticket number are considered serial numbers. After assigning blocks of form codes to GDSs and that form number range has been exhausted, ARC moves on to the next available range. Eventually, ARC must repeat (or recycle) a previously issued form code range. It is normal for a range to be recycled approximately every 3 to 4 years.

The following accountable ARC documents are available for use by travel agents and are settled in the weekly IAR sales report:

ARC Document Types (Effective June 01, 2016)

Form Code Range

Automated Ticket and Boarding Pass (ATB)
E-Ticket and Paper

7000 - 7999
8600 - 8749

Travel Agent Services Fee (TASF)

0500 - 0999

Automated Miscellaneous Charges Order (MCO)

1960 - 1969
5050 - 5059
8150 - 8159

Electronic Miscellaneous Document (EMD)

4570 - 4589
8000 - 8149
8160 - 8179
8300 - 8399
8590 - 8599
8800 - 8899

Debit Memo (Carrier generated*)

8960 - 8969

Credit Memo (Carrier generated*)

8970 - 8976

Automated Agent Deduction (AAD)

8977 - 8979

Recall Commission Statement (Carrier generated*)

8980 - 8989

* Although each Carrier originates these forms, the recommended common format greatly facilitates handling and processing.

Standard Non-Accountable Forms

The following non-accountable forms are available for use by travel agents:

Form Stock Number
Ticketing Forms  
Universal Credit Card Charge Form 1201
Refund Exchange Notice (REN) 2564
Adjustment Forms  
Sales Summary Adjustment Request 1282
Notices  
ATB Notice Set 1293
Government Tax & User Fee Notice 2612
ATB Notice for MCOs, TOs, PTAs 2962
Mini Itins  
Bright White 5106
Global View 5154

ATB Printers
Last revision - Jan 2008

SABRE

Printer Manufacturer Model ATB Stock Type
Genicom/TI ATB1600 3426,8212
Datasouth Journey Desktop 3426,8212
IER 577 3426,8212
AMT Datasouth A3300 1186
Unimark 4500 3426,8212
Unimark 5000 1164
Unimark Sprite 8212
Miltope
Genicom
3800
1500
3426
8212

AMADEUS

Printer Manufacturer Model ATB Stock Type
IER 577 3426
IER 517 3426
Unimark Sprite 3426
Unimark Mark 1 3426

WORLDSPAN

Printer Manufacturer Model ATB Stock Type
TI / Genicom 885 1186
TI / Genicom 895 1186
TI / Genicom 1600 3426
Unimark Sprite 3426

GALILEO

Printer Manufacturer Model ATB Stock Type
Fujitsu ADP 2809 8212
Fujitsu ADP 3009 8212
Fujitsu ADP 3019 8212
Fujitsu ADP 3119 8212
Unimark Sprite 8212

Section 11: ARC Specialist Training and Certification Program

Overview

The ARC Specialist Training and Certification Program provide travel agents with training, an examination, and certification to become an ARC Specialist (AS). The AS is a travel agent who has demonstrated the knowledge of ARC's Area Settlement Plan (ASP) by passing a stringent training program followed by an examination. All travel agents who successfully pass the exam receive a certificate and the "ARC Specialist" designation.

While any travel agent who passes the AS examination is certified, the ARC Specialist Qualifier (ASQ) is a travel agent who has officially been designated by their agency's owner or officer as the "qualifier" to be responsible for the day-to-day ARC functions for their agency. The designation is dependent on ARC's approval.

Purpose

The purpose of the certification program and a designated "qualifier" is to make certain that ARC accredited agencies have at least one (1) person on staff that is knowledgeable about ARC's operations and ARC's processing and settlement plan. This will ensure that each ARC accredited agency has the ability to maintain the day-to-day ARC functions, including ticketing, sales reporting and stock maintenance. In addition, it also provides the ARC accredited agency with someone who is familiar with the Agent Reporting Agreement (ARA).

All agency locations that would like to become an ARC accredited agency or maintain their accreditation status must have an ASQ on staff.

Once a certification has been obtained, it is valid for as long as the AS maintains the certification through the annual continuing education process.

For additional information about the ARC Specialist Training and Certification Program, please send an email to ARCSpecialist@arccorp.com.

Curriculum

The following is a list of topics that are covered within the ARC Specialist Training and Certification Program:

ARC Training and Examination

The ARC Specialist training and examination is offered in a classroom format at ARC's headquarters in Arlington, Virginia or at a specified ARC site location. In addition to the classroom format, a self-paced course and examination can be taken online through the ARC online training site. This enables you to take the course and examination on any day and time that you choose.

Upon request, ARC can provide on-site training and examinations at an Agent's office location. For more information, please send an e-mail to ARCSpecialist@arccorp.com.

ARC Specialist Continuing Education Courses

The ARC Specialist Continuing Education (CE) courses are available only to agents with a current ARC Specialist certification. An ARC Specialist must complete one (1) CE course each year by the end of the calendar year (12/31) to maintain their ARC Specialist certification.

CE courses are available online at the ARC online training site. ARC accredited agents who meet the requirements to take a CE course will see the available CE courses listed in the online training site's Course Catalog under their existing online account. If you do not meet the requirements to take a CE course or if you create a new online training account, you will not be able to access the CE courses.

Cost

The following training and/or examination fees are per person:

Classroom$550
San Juan, Puerto Rico$400
Online Training and Examination$450
Examination Only (online and Classroom)  $250
Continuing Education CourseFree

Refund Policy

If the registrant needs to cancel a registration for a class and/or examination, the registrant must notify ARC via e-mail at ARCSpecialist@arccorp.com immediately. A cancellation fee will be applicable. The penalty fee is as follows:

Please note, there are no refunds for the online training and/or examination. NO EXCEPTIONS WILL BE MADE.

No Show Policy

If the registrant fails to attend class and did not cancel or transfer a registration, the registration is considered a "No Show". All fees paid, will not be refunded. NO EXCEPTIONS WILL BE MADE.

Transfer Policy

If the registrant is unable to attend a registered class, the registrant has the option to transfer the registration to another person. The original registrant must send their notification of the transfer to ARC via e-mail to ARCSpecialist@arccorp.com at least one (1) week (7 calendar days) prior to the first day of the class.

Schedule and Registration

Click here to view the class schedule, and to register for a class and/or examination. When registering for the classroom option, it is strongly advised to register prior to the registration deadline to guarantee acceptance into the class. Space is limited!

A confirmation e-mail is sent to the registrant once the registration has been processed. The e-mail will specify the class location, hotel information and the necessary materials the registrant will need to bring to the class and examination.

For the online training and examination, the registrant will have 90-days to complete the training and examination. The 90-day timeframe begins immediately after successfully registering. In addition, the online examination must be completed within 90-minutes upon initiation of the examination.

A passing score for the examination is 70%.

Revocation of Certification

ARC reserves the right to revoke an ARC Specialist certification for cause at any time. The reason and basis for revocation include but are not limited to the following:

Section 12: Fraud Prevention Program

As a trusted source of fraud prevention education and investigative support to the travel industry, ARC's team of fraud analysts work in partnership with travel agents, airlines, law enforcement and global distribution systems to mitigate financial losses.

As part of ARC's commitment to provide our customers with up-to-date fraud prevention solutions and best practices to minimize losses due to fraud, our fraud prevention area on ARC's website, includes valuable resources, best practices, and training programs to help support our customers efforts to make the U.S. travel agency sales channel a safe and secure place to shop and do business. Please check out ARC's Fraud Prevention area at https://www.arccorp.com/support/fraud-prevention.jsp.

Due to the sensitive and proprietary nature of the fraud prevention information, certain information is only accessible through the password protected My ARC site. Please see Section 3 of the IAH for information about My ARC.

Other Fraud Prevention Programs

Audit Program
The primary purpose of the audit program is to review and inspect the ARC Traffic Documents supplied in trust to the Agents, as well as of the Agent's records of transactions issued on ARC Traffic Documents, in order to review compliance to the ARC Agent Reporting Agreement (ARA). This activity is conducted pursuant to Section 10 of the ARA. The principal areas reviewed during an agency audit are:

Records such as the following may be reviewed:

Audits are assigned on the basis of information developed by ARC and/or received by ARC from carriers, consumers, or other Agents. The inspection may take place on-site at the Agent's location.

The Agent will be apprised of the reasons or purpose for the audit. Due to the nature of the audit function, scheduling logistics, and priorities, a specific time and date cannot always be arranged. ARC will endeavor to conduct the audit inconspicuously and without undue disruption of routine office business. Arrangements should be made to provide the auditor with suitable workspace in the agency.

ARC auditors will provide identification prior to commencing the audit. If there should be any doubt as to the person's identity, the Agent should call the ARC's fraud prevention team at +1 703.816.8137, for verification. The auditor will also explain the scope of the audit and identify the documents to be reviewed. If the auditor needs to copy certain documents, and copying equipment is not available in the agency, the Agent may accompany the auditor to make the needed copies.

Recommended Computer Security Practices

ARC recognizes that many travel agencies may have their own carefully planned internal Information Security Policies. The information stored in an Agent's computer system is obviously very sensitive to the agency, its customers, ARC, individual carriers, credit card companies, and others. Agencies should protect such sensitive information from external and internal intrusion.

For agencies that currently do not have an Information Security Policy, ARC strongly recommends that one be developed. A Security Policy has two (2) purposes: 1) protecting the Agency from inappropriate resource use, security risks, and legal liabilities; and 2) ensuring the Agenct's employees efficiently and effectively use resources for appropriate applications. A Security Policy should be clear and specific in detailing the guidelines that should be followed.

Some of the more commonly included areas within an Information Security Policy include:

The use of layered security to protect your agency's data is essential. Layered security protects your key network access points and protects against multiple types of attacks. Also, if one layer of security is penetrated, the other layers should continue to protect your sensitive data. Types of security layers include:

When developing an information security policy, or just securing your network, ARC recommends reviewing information on the following web sites as a starting place.

Section 13: Independent Arbitration Panel Rules of Procedure

1. Introduction

These rules govern appeals to the Independent Arbitration Panel (Panel) from determinations of the Airlines Reporting Corporation (ARC) in accordance with the certificate of incorporation of ARC. Paragraph Fifteenth of that document deals with, among other things, the composition, selection, and decisional authority of the Panel; defines the type of ARC "determination" which is subject to appeal, as well as the limitations on the Panel's jurisdiction in such matters; and contains a description of the persons who may appeal. Paragraph Fifteenth is reproduced as Attachment I to these rules and made a part hereof by reference.

Except where inconsistent with requirements applicable to it, the Panel reserves the right to alter, amend, and modify these rules as experience requires. It may also waive particular rules in an appeal proceeding where appropriate in the interests of fairness.

2. The Travel Agent Arbiter Program, Inc.

The Panel is housed within the Travel Agent Arbiter Program, Inc. (TAAP) for administrative purposes. TAAP, therefore, provides all administrative, budgetary, clerical and other support services for the Panel. In this capacity, TAAP shall serve as the recipient of all filings called for by these rules, which are to be addressed to the Panel in care of TAAP, 2100 Polomar Airport Road, Suite 214-24, Carlsbad, CA 92011; [taaprogram@gmail.com; telephone +1 760.448.1143].

3. The Panel

The Panel, consisting of three regular members, will designate a Chairman, an office which will be rotated among the members periodically. The Chairman will be responsible for dealing with TAAP on behalf of the Panel on all administrative and procedural matters that do not require the attention of the panelists.

4. The Parties

The parties to an appeal proceeding are the appellant and ARC. Unless the Panel directs otherwise, other persons having an interest in the subject matter of an appeal will make their positions known to the Penal through either party.

5. Notice of Appeal

An appeal proceeding is instituted by the filing of a notice of appeal within 15 calendar days after the date of the determination being appealed. The notice shall be accompanied by a check or money order in the amount of $1000 from each named Appellant, payable to the TAAP, which will be used to defray all or part of the appellants' share of the expenses incurred by the Panel in the proceeding.

The notice of appeal shall contain a narrative description of the determination, its procedural history, the relief requested, and such other facts as may be necessary to establish the Panel's jurisdiction.

6. Appellant's Supporting Documentation

Within 30 calendar days after the filing of the notice of appeal, the appellant may file documentation in support of its appeal.

Such documentation shall clearly identify evidentiary material on which the appellant relies and separate it from argument in support of the appellant's position. If evidentiary exhibits are submitted and require explanation, each should be accompanied by a narrative. Conclusions which the appellant wishes the Panel to draw from the evidence shall be separately stated as argument.

7. ARC's Answer

ARC's answer shall be filed within 20 calendar days after the date of receipt by ARC of the appellant's documentation. The same requirements as to content specified in Rule 6 shall apply.

In addition, ARC's answer shall contain a concise and complete response to all allegations and requests for relief contained in the appellant's pleadings, and shall clearly indicate which such allegations or requests are not contested.

8. Appellant's Reply

Appellant's reply shall be due 15 calendar days after it has received ARC's answer. The appellant shall also indicate the specific areas of agreement and disagreement with ARC's position as reflected in its answer.

9. Hearings

The parties shall notify the Panel in writing, by no later than the due date for the appellant's reply, whether they desire an evidentiary hearing, an oral argument, or both.

If the Panel determines pursuant to such a request, or on its own initiative, that a hearing is necessary or desirable, it will enter an order within seven (7) days after receiving the appellant's reply setting the matter for hearing no later than 45 calendar days from the date of such order. The order will set forth such procedural ground rules for the conduct of the hearing as may be appropriate.

10. Stenographic Record

Ordinarily a stenographic record of a hearing is the responsibility of the party desiring it, who shall make the necessary arrangements, coordinate them with TAAP acting on the Panel's behalf and with the opposing party, and pay the costs. However, the Panel may on its own initiative direct that such a transcript be made, in which case the costs will be divided equally between the parties.

11. Decisions

The Panel will render a written decision and serve it on the parties within 30 calendar days after the close of the record. The record shall be deemed to be closed upon the conclusion of the hearing or upon the filing of the last pleading in the appeal authorized by the Panel, whichever shall later occur.

The written decision shall contain separately stated Findings of Fact (in numbered paragraphs), and Conclusions of Law, and shall provide a clear and concise statement granting, rejecting or otherwise making recommendations concerning appeals.

12. Filing and Service of Documents

As indicated in Rule 2, all pleadings addressed to the Panel and authorized by these rules are to be submitted for filing to the Office of TAAP. The filings should be made in an original and four (4) copies and shall be served by the party submitting them upon the other party.

All such documents and pleadings shall be filed and served by messenger, express mail, or expedited courier delivery services. They will be considered to have been filed and served when actually received.

Other communications, such as letters and notices, may be filed and served by ordinary first class mail.

If the due date for a filing falls on a Saturday, Sunday, or Federal legal holiday, the date for filing will be extended to the next business day.

No pleadings other than those authorized by the rules shall be accepted for filing and docketed without the prior approval of the Panel.

13. Prohibited Communications

No party shall offer, nor shall any panelist entertain, any private communication, written or oral, with respect to the merits of a pending appeal. All procedural requests shall be addressed to the Panel in care of TAAP, not to the Chairman or other panelists.

14. Retention and Release of Panel Records

The records of appeal proceedings, including the pleadings, transcript of the hearing, if any, and the decision, shall be retained at the Office of TAAP for such period as the Panel shall direct. No part of any record shall be released to a non- party by TAAP or any panelist without the express consent of both parties to the appeal proceeding in question.

15. Costs

The costs incurred by the Panel as the result of an appeal proceeding shall be divided evenly between the parties as follows: fifty-percent from ARC, and fifty-percent from all of the appellants combined.

Attachment 1 - Certificate of Incorporation of Airlines Reporting Corporation
A Closed Corporation
******************

Fifteenth. The Corporation shall establish an Independent Arbitration Panel (IAP) comprised of three persons, none of whom may be employed by or affiliated with the Corporation, any air carrier (Carrier), any travel agent (Agent), or any agent association or organization. The three (3) persons and their terms of office shall be selected by the Corporation's Joint Advisory Board - Agent Reporting Agreement (JAB-ARA); however, such selection and terms shall be subject to ratification by a majority vote of the Board of Directors of the Corporation (the Board).

The Corporation hereby delegates, subject to the terms and conditions of the Article, authority to the IAP (1) to hear appeals on any and all matters affecting agents and the Corporation, and (2) to grant or reject, or otherwise make recommendations concerning, appeals.

Each such appeal must be in writing, be made by at least two (2) members of the JAB-ARA, one of whom must be an Agent organization, after the matter being appealed has been reviewed by the JAB-ARA and subsequently by the Board, and be made to the IAP within 15 days following the Board's determination with which the two or more members of the JAB-ARA disagree.

In each appeal in which the relief requested is to direct that the Board implement a proposal that it has rejected or has failed to act upon, the appellants shall sustain the burden of demonstrating to the IAP that the proposal is fair and equitable to all parties and that the Board has unreasonably withheld its approval.

"Determination," as used in this resolution, means both an action taken by the Board, and the failure of the Board to act on a proposal; provided, however, that in each appeal made with respect to a failure of the Board to act on a proposal the proceeding shall be stayed automatically for 60 days from the filing of the notice of appeal.

Notwithstanding the above, the IAP shall have no power to hear an appeal regarding the following:

  1. a proposal related to those provisions of the Corporation's Agent Reporting Agreement that establishes initial accreditation standards (other than financial standards);
  2. a proposal arising from the good faith review of possible alternatives to the Corporation's uniform remittance procedure, or from the good faith review of the Corporation's bond requirement, which reviews were undertaken pursuant to, respectively, paragraphs 8 and 9 of the settlement agreement dated April 7, 1987 between the Corporation and the other parties to Association of Retail Travel Agents, Ltd. (ARTA) v. Air Transport Association of American, et al., Civil Action No. 84-2942, (D.D.C. April 8, 1987);
  3. any matter that was specifically addressed and agreed upon in the settlement agreement (other than determination by the Board to change arrangements agreed upon in the settlement agreement); and
  4. any matter relating to the internal administration of the corporation.

Section 14: Office of Travel Agent Arbiter Rules of Practice and Procedure

Address

The office of the Travel Agent Arbiter is located at:

2400 Palomar Airport Rd.
Suite 214-24
Carlsbad CA 92011
+1 760.448.1143
Email Address: TAAProgram@gmail.com

Guide to the Arbiter's Rules of Practice and Procedure
(Ed. Note: This guide was prepared and provided to ARC by the Travel Agent Arbiter)

This quick-reference guide to the Travel Agent Arbiter's Rules of Practice and Procedure (which follow in their entirety) is designed to assist the agent who may be unfamiliar with either the Travel Agent Arbiter Program or the arbitration process, or both. It is not meant to be a substitute for the Rules, but merely a starting point for the uninitiated.

1. What kind of cases can the Arbiter resolve?

Virtually any dispute regarding any aspect of the contractual relationship between the Airlines Reporting Corporation (ARC) and the agent if the parties are unable to resolve it informally. Either the agent or ARC may file a complaint against the other, and where both agree, agents and individual airlines may also bring their disputes to the Arbiter (see sec. 2.E.). Typical disputes: ARC's 'finding' that "reasonable care" was not used for the security of ticket stock in a daytime theft; ARC's disapproval of an application; an agent's request to release it from the "personal guaranty of performance".

2. What can't be brought before the Arbiter?

Questions involving matters of "general applicability" or ARC policy matters are usually not appropriate (although the Independent Arbitration Panel may be the correct forum for these disputes). Also, any dispute already in court, unless directed by the court or such agent/carrier disputes as debit memos, commission or fare structure disputes or an individual carrier's revocation of the agent's appointment are excluded. However such agent/carrier disputes may be brought to the arbiter if both sides agree to do so in writing (see Sec. 2.E Rules).

3. Who is the Arbiter, what is an Arbitration, and what will it cost?

The TAA is a neutral, impartial third-party whose authority to resolve disputes in a final and binding manner is established in the Agent Reporting Agreement (ARA) and /or various ARC resolutions. The TAA is an employee of a non-profit corporation funded in equal parts by the agent community and the airline industry through assessments collected by ARC; however, neither has any influence over the Arbiter in any proceeding. The Corporation's Board consists of three agent groups and three airline representatives; ARC is not a member.

Arbitration is a quicker, less expensive method of resolving legal disputes without court litigation. The rules are flexible and the proceedings informal and relatively brief. The decisions will be final and binding on both sides.

No costs are assessed in an ARC-Agency case; the TAA's expenses are paid by the Program, which receives its funding through a small share of the annual ARC assessments.

4. What must I do if ARC files a complaint against me?

In the usual case, the agent has 15 calendar days in which to file a response [sec. 3.G.(3).]; cases involving "expedited appeals" have their own unique rules (see sec. 3.E. and 3.F.). Your answer must address each of the allegations, and may include your own complaint and/or request for damages. A failure to file a complete answer could result in a decision against you [sec.3.G.(4).].

a. In addition, your answer should contain:

5. How do I file a complaint against ARC?

First, be sure the matter is within the TAA's authority. If so and informal discussions with ARC are unsuccessful, a written "complaint" is sent to ARC and the TAA (be sure copies of everything you send to the Arbiter are sent to ARC at all stages).

  1. The complaint:
  2. details the problem and supports the allegations with references to the ARA

6. What will the decision be based upon?

The Arbiter must base the decision solely on the evidence presented, either in writing and/or at the hearing, through documents and live testimony. Each point must be established by a fair preponderance of all the convincing and substantial evidence presented on the record.

7. What if I don't like the decision?

By the terms of the ARA, the parties have agreed to submit to arbitration, which is "final and binding." Ordinarily, courts will not accept appeals based on disagreement with an arbitral decision unless characterized by extreme unfairness or disregard of the facts or law. Courts will, however, enforce an arbitration decision, which is properly reached.

The TAA's Rules provide an internal appeal (sec. 7.D.). Within ten days of receipt, you may ask the TAA to reconsider the decision who may then review all or part of the record, and may even reopen the hearing if an error is found or new and previously unavailable evidence is offered.

8. Are the decisions always made public?

Once a decision is 'final' the TAA makes it available to the press and public. This is an important aspect of the program's emphasis on educating the industry and in demonstrating the openness and objectivity of the process (sec.7.E.). The record, however, is not open to public access, but only by written permission of the parties.

9. How long will this all take?

Depending on the complexity of the case, a hearing can be scheduled within 30 days of the first filing of a complaint; it has been the Arbiter's practice to issue a decision within 10-14 days of the close of the hearing.

10. Whom do I call if I have questions?

Contact the TAA's office:

2400 Palomar Airport Rd.
Suite 214-24
Carlsbad CA 92011
+1 760.448.1143
Email Address: TAAProgram@gmail.com

Remember, only procedural questions can be handled here. At ARC, Thomasine Williams, Lead - Arbitration and Recovery, is available to handle most issues, which may involve a potential arbitration. Her phone number is +1 703.816.8127, and email is twilliams@arccorp.com, and agents may feel free to discuss a possible settlement with ARC at any time prior to or during an arbitration. The TAA will not participate in these negotiations, but does encourage them wholeheartedly.

Rules of Practice and Procedure

Section 1: Guiding Principles

The Rules of Practice and Procedure of the Office of the Travel Agent Arbiter are meant to assure a prompt, efficient, and impartial review of each matter properly submitted. The rules grant to each party the following rights as a minimum: to move for dismissal, summary judgment, or other appropriate relief; to submit in writing any relevant information which it deems appropriate; to appear personally or through counsel and present evidence and argument in support of its position; to hear the evidence and arguments of the other party; to cross examine the other party. Proceedings shall be informal, and the parties shall not be required to adhere to strict rules of evidence. Parties submitting disputes for resolution to the Travel Agent Arbiter should understand the importance of the process and its results to the industry in general, and know that final decisions will always be made available to the public, although the hearing records will remain confidential, and access will only be permitted through written authorizations from all parties concerned. Furthermore, requests to conceal the identity of people, places and things in these published decisions will be carefully scrutinized and will not be granted except in circumstances where great prejudice or harm could result to one's reputation, business interests or rights generally.

The guiding principles for all decisions of the Travel Agent Arbiter (TAA) include, where appropriate and relevant (a) the provisions of the Airlines Reporting Corporation (ARC) Agent Reporting Agreement (ARA) , (b) the ARC Carrier Services Agreement, and (c) all applicable resolutions of the Board of Directors of ARC, as well as the requirements published in the Industry Agents' Handbook.

As used in these rules, the acronym TAA shall refer to the Travel Agent Arbiter and, except as the context may otherwise require, each Associate Travel Agent Arbiter.

In counting days under these Rules, calendar days shall be used, unless the day for response is a Federal holiday or weekend, in which case the next regular business day is to be considered the proper response date.

Any notice or other mailing required under these Rules shall be considered properly served if proof of actual delivery or attempted delivery to the party's address of record is established. Any time prior to the close of the record any party may be heard concerning any alleged failure to receive a notice or other required mailing. Each party to a proceeding herein shall be deemed to have consented to receive such notice or mailing at its address of record. Refusal to accept delivery of any such document at such address shall not act as a stay of the proceeding nor prohibit the issuance or implementation of any order or decision. Each party shall immediately advise each other party and the TAA of any change in its mailing address, phone/fax numbers or email address which occurs during the pendency of a proceeding.

* Please note that these Rules are also applicable to Corporate Travel Departments (CTDs) under the Corporate Travel Department Reporting Agreement (CTDRA) and to CTD applicants. Unless otherwise stated in these Rules or the CTDRA, the terms Agent and ARA also refer to CTD and CTDRA, respectively.

Section 2: Jurisdiction

The TAA shall have jurisdiction over the following matters:

  1. Request to Review ARC's Disapproval of Application
    A request for Review (hereinafter "Review") by an applicant which has been denied inclusion on the Agency List by ARC. For purposes of these Rules, the term "applicant" shall include agents whose proposed changes of ownership, name, or location has been disapproved by ARC.
  2. Complaint by ARC Against Agent
    A complaint against an Agent by ARC alleging that the Agent has breached any provision of the Agreement.
  3. Petition to Release Personal Guaranty Requirement
    A petition to release an agent of the requirement to maintain a "Personal Guaranty of Performance of Agent's Agreement."
  4. Complaint by Agency Against ARC
    All individual complaints arising under the Agent Reporting Agreement (as distinguished from matters solely between an Agent and a Carrier) except the following:
    1. Policy matters, or what might be described as matters of general applicability;
    2. Matters in litigation in a court of competent jurisdiction;
    3. Matters which are specifically removed from the TAA's jurisdiction;
    4. Decisions of the Travel Agent Commissioner issued on or before December 31, 1987;
    5. Prior decisions of the Travel Agent Arbiter or an Associate Travel Agent Arbiter covering the same matter;
    6. Prior decisions of ARC issued on or before December 31, 1987;
    7. Revocation of an Agent's appointment by an individual carrier, under Section 11.5 of the ARA;
    8. Claims arising under any provision of any State or Federal antitrust law or regulation.
  5. Complaint by an Agent Against a Carrier or by a Carrier Against an Agent
    Any complaint arising out of any dispute between an ARC- approved Agent and a Carrier party to the ARC Carrier Services Agreement, in which all parties to the dispute have consented in writing to (1) the jurisdiction of the TAA, and (2) the final and binding nature of the decision rendered therein.

    All costs incurred by the TAA in acting upon a dispute between an ARC-approved Agent and a Carrier party to the ARC Carrier Services Agreement, shall be assessed in equal shares against the parties to the dispute, unless the TAA shall direct otherwise as circumstances and equity require. All monies so collected shall be retained in the funds of the Travel Agent Arbiter Program, Inc. (TAAP) and used to affect the costs of operating the office of TAA in whatever manner the Chief Executive Officer (CEO) and Board of TAAP so decide.
  6. Later-Defined Subjects
    Any other subject matter hereafter defined by the Joint Advisory Board (JAB-ARA) which definition is ratified by the Board of Directors of ARC.
  7. Expedited Appeal from Inhibition of Issuance of ARC Traffic Documents, and/or Withholding/Removal of Traffic Documents
    1. An appeal by an Agent after ARC has inhibited issuance of ARC Traffic Documents (or has withheld or removed traffic documents) based on any of the following allegations:
    2. Failure to pay a dishonored ARC draft on demand.
    3. Unreported sales coupled with a clear and present danger of substantial loss to the carriers.
    4. Failure to submit a sales report and tender a certified check in payment thereof, within the time frame stated within ARC's notice concerning failure to submit a sales report.
    5. Any fraud situation coupled with a clear and present danger of substantial loss to the carriers.
    6. A total lapse of Financial Instrument (bond, security deposit) or letter of credit coverage.

    In all such cases the Agent shall have the right to request expedited proceedings in accordance with Section 13 of these rules. Any such appeal shall conform to the filing requirements found in Section 3 of these rules.

  8. Application for Approval of Emergency Provisional Remedy
    An application to permit ARC to inhibit issuance of, and/or to remove or withdraw ARC Traffic Documents or take other action against, an agent, as a provisional remedy on an emergency basis when any one or more of the following allegations are the basis of such application:
    1. An unauthorized ownership change.
    2. A shortage in a settlement authorization.
    3. A failure to increase a Financial Instrument to the required amount.
  9. Disputes Arising Under the ARC Travel Agency Service Fee Processing Agreement
    All disputes arising under the ARC Travel Agency Service Fee Processing Agreement.
Section 3: Document Filing Requirements
  1. General Requirements
  2. 1. Documents must be copied to all parties

    Any document filed with the TAA by any person concerning any pending proceeding must be copied to all parties contemporaneously with the submission to the TAA, who shall not act upon any such document unless it contains this (or an essentially similar) certification: "I certify that on (date) a true copy of this entire document was mailed/delivered to all parties, namely

    Signed ------------------------

    2. Form & Contents

    No precise form of Review, Petition, or Complaint is required, but each shall be legible, typewritten, prepared on 8 1/2 x 11" paper, or electronically transmitted in a format compatible with the software currently employed by the Arbiter's office, and contain the TAA docket number once assigned. It will be the responsibility of the sending party to ensure that any electronic transmission of material to the TAA is, in fact, received by the TAA and all parties, or in the alternative the sending party may also transmit the material contemporaneously by fax, mail, or prepaid delivery service and so indicate on the front page thereof and in the certificate of service.

    3. Waiver of Oral Hearing and Request for Pre-Hearing Conference

    Every Request for Review, Appeal, Petition, or Complaint shall contain a separately numbered paragraph indicating the filing party's desire to have the TAA (a) conduct an oral hearing or (b) issue a decision upon the record without hearing. Each Review, Petition, Appeal or Complaint shall also indicate, in a separately numbered paragraph, whether the party desires a pre-hearing conference with the respondent. Such conference is subject to the provisions of Section 5.C. herein. Failure to request an oral hearing shall act as a waiver of same; upon motion and for good cause shown, or upon the TAA's own initiative, such waiver may be overridden in the interests of fairness and the need to obtain a full and complete record.

    4. Hearing Dates, Location

    Each Complaint, each Request for Review, each Petition, each Appeal and each response thereto must have appended a list of the dates on which the party submitting the documents will be available for hearing during the next 45 days, even though the filing party itself may not require a hearing, except in the case of an expedited proceeding. If the complainant, applicant, petitioner, or appellant believes that for cost or other reasons it would be more practical to conduct an oral hearing at a place other than the TAA office, it shall so state the reasons and provide a proposed alternative location(s) and a statement of agreement to reimburse TAAP for all reasonable travel and other expenses so incurred. Any party to the proceeding may file, within 5 days of receipt of such request (for hearing at a place other than the TAA office), a statement in support of or opposition thereto with the TAA and the other parties.

    5. Reduced Rate Carrier Transportation to Hearings

    Any person participating in a proceeding before the Travel Agent Arbiter as either a complainant, petitioner, appellant, respondent, or applicant, as those terms are referred to in the Rules, may request the TAA to issue a "Request for Reduced- Rate Transportation" for the purpose of allowing (a) an owner, officer, partner (or full-time employee), and (b) counsel to or another representative of the participant, to attend the hearing, at a requested 75% discount. In addition, up to two (2) witnesses may be included at a requested 50% discount.

    Any person requesting such transportation shall file with the TAA a list of the name(s) and itineraries of the persons for whom such transportation is requested. For all witnesses a brief summary of the anticipated testimony and a statement of its relevance to the matter will be included with the request for transportation.

    Upon receipt of a properly completed and timely request, the TAA shall forward a written certificate to the requester, whose responsibility it will be to obtain the necessary transportation. Any such reduced-rate transportation is to be provided by the carrier solely in accordance with any terms, rules and conditions it may establish. The TAA does not have the authority to order any carrier to provide any transportation. Failure to obtain such transportation shall not be a sufficient reason to delay or postpone a scheduled hearing.

  3. Request for Review of ARC Disapproval of Application (Sec. 2.A.)
  4. Each Request for Review shall:

  5. Complaints (Secs. 2.B., 2.D., 2.E., 2.F.)
  6. Every complaint shall:

  7. Petitions Re: Personal Guaranty (Sec. 2.C.)
  8. Each petition shall identify the Agent filing the Petition by name, location, and ARC Number, and shall state that the requirements for filing such Petition, as set forth in the ARA, have been met. The petition shall include a succinct description of the remedy requested, with a reference to that section of the ARA allegedly authorizing such remedy.

  9. Expedited Appeals from ARC Removal Actions (Sec.2.G.)
  10. An appeal pursuant to Sec. 2.G. of these rules shall be made in writing by the agent and filed with the TAA within ten days after ARC has inhibited issuance of ARC Traffic Documents or has removed/withdrawn ARC Traffic Documents from the agent. The appeal shall state that it is being made pursuant to Sec. 2.G., contain a statement of the reasons why the agent believes ARC's action to be improper, and provide a brief description of the evidence which the agent intends to present in support of its position.

  11. Application for Emergency Provisional Remedy (Sec.2.H.)
  12. The application shall be delivered in the manner proscribed for expedited proceedings defined elsewhere in these Rules.

    The application shall describe, at a minimum, the following:

    1. The legal and factual basis for the provisional remedy requested
    2. The likely extent and nature of the injury to be suffered unless such emergency action is allowed.
    3. The nature and extent of the final remedy, which will be requested.
    4. The complete name, office and email address and telephone number(s) of the agent(s) involved.

    Upon receipt of the application the TAA will endeavor to contact the agent as soon as possible, by telephone, email, telegram, or other means. If ARC requests an immediate hearing on the application, the TAA shall schedule same within three business days thereof and so immediately notify all parties. If the Agent is unwilling or unable to attend such hearing the TAA shall proceed to issue a written decision (or an oral decision if the circumstances so warrant) on the application and promptly notify all parties thereof.

  13. Respondent's Answer
    1. Basic Requirements
    2. Every named respondent to a proceeding before the TAA (unless these rules and the nature of the proceeding require otherwise) shall specifically admit, deny, or, where appropriate, disclaim knowledge of each and every allegation in the Review, Petition, or Complaint and set forth any defenses to the charges which will be relied upon by the respondent. Each response shall also include:

      Failure to request an oral hearing shall act as a waiver of same; upon motion and for good cause shown, or upon the TAA's own initiative, such waiver may be overridden in the interests of fairness and the need to obtain a full and complete record.

    3. ARC Response to Request for Review of Application Disapprovals
    4. In addition to the above, ARC shall include in its response a copy of all documents in its possession upon which it relied in reaching its decision to disapprove the application.

    5. Filing Times
    6. Every answer to a Review, Petition, or Complaint shall be filed with the office of the TAA (as provided for in Sec.1 of these Rules) within 15 calendar days after receipt of the Review, Petition, or Complaint, not counting the day of receipt. However, in the case of an expedited proceeding as defined elsewhere in these Rules, an answer shall be filed within 72 hours of receipt.

    7. Failure to Answer
    8. Failure to answer within the allotted time frame shall constitute an admission of all allegations contained in either the Review, Petition, or Complaint for purposes of allowing the TAA to act thereon and enter a decision and order as may be appropriate, without further replies or proceedings unless requested by the TAA. Prior to the issuance of a decision in such instance the TAA will notify the respondent of such intentions at least 24 hours before any decision is issued. If the respondent then informs the TAA within 24 hours that it wishes to furnish an answer to the Review, Petition, or Complaint the TAA shall consider all the facts and circumstances and, in his discretion, may provide a reasonable response time (but no more than 10 days) in which such answer may be filed. However, if the complainant informs the TAA that its complaint has been returned as undeliverable after attempted service upon the agent's address of record, and the TAA's notice to the agent has also been returned as undeliverable, no further notice shall be necessary, and the TAA may close the record and proceed to a decision based on the evidence submitted if appropriate under all the circumstances.

Section 4: Motions

Motions may be made or submitted by the parties at any time. Except for motions made during the course of a hearing, motions shall be in writing, and shall set forth the grounds upon which the motion is based, the specific relief sought, and may be accompanied by affidavit or other evidence a movant desires the TAA to consider. The pendency of a motion will not serve to stay the procedural steps in any matter before the TAA.

Section 5: TAA's Response to Documents

  1. Docket Number
  2. Upon receipt of a properly completed Review, Petition, or Complaint, the TAA shall assign a docket number and so inform the parties in writing. Such number will appear on all documents thereafter filed by any party. However, any delay in receiving this notification of docketing shall not relieve the respondent from any of the other requirements of these Rules, including the 15 day response period of Sec. 3.G., provided a copy of the Review, Petition, or Complaint was actually received by the respondent.

  3. Incomplete Documents/Motion for More Specific Statement
  4. The TAA shall endeavor to see that all documents filed are complete and in accordance with the Rules and all other applicable requirements. Upon a motion for more specific statement from any party, or upon his own initiative, the TAA may request additional information as may be required for whatever reason. Such motion must be filed within the allotted response period, upon receipt of which the TAA will either grant, modify or deny the motion and establish a new timetable for responses from each party thereafter.

  5. Pre-Hearing Conferences/Stipulations
  6. Any party to a Review, Petition, or Complaint may request, at any time prior to an oral hearing or decision on the record without oral hearing, as the case may be, that a pre-hearing conference be held for any purpose, including defining issues, stipulating to evidence, and scheduling further proceedings. Any such request will be served upon the other parties and the TAA in the same manner as any Review, Petition, or Complaint and shall clearly indicate the reasons for such request. The TAA may schedule a pre-hearing conference when, in his opinion, the nature of the proceeding or the request is such that the inconvenience to the parties will be outweighed by the potential benefits of such a conference.

    Any party to a proceeding may also request any other party to provide stipulations to facts, admissions, or agreements or other procedural or substantive issues prior to hearing, and may request the TAA to so order any party refusing to provide same. Any such request will be made in accordance with the rules provided herein for the filing of documents.

    The TAA, in his discretion, shall schedule a pre-hearing conference to discuss such request or shall rule upon such request without hearing. In either case, the TAA shall inform the parties of his decision and shall establish a timetable for compliance therewith, if necessary. The TAA may postpone any scheduled hearing or conference pending compliance with such request. If a party refuses to comply with such request and/or order of the TAA, the TAA shall proceed to conduct an oral hearing and/or issue a decision upon the record without oral hearing, as the case may be, and may consider the reasonableness of such refusal in his decision, order and remedy as appropriate.

    Any pre-hearing conference may be held by either the TAA, ATAA or other impartial third party assigned by the TAA and acceptable to all parties.

  7. Exchange of Information and Documents
  8. Each party shall:

    1. file with the TAA and all other parties not less than seven (7) days prior to any hearing a complete set of all documentary exhibits which it intends to introduce into the record at such hearing; and
    2. furnish the name, address, telephone number and summary of anticipated testimony from each witness it intends to have testify on its behalf at the hearing.

Section 6: Hearings

  1. Parties
  2. The only parties to proceedings hereunder shall be the complainant, requester, petitioner or applicant and the respondent(s) thereto. Additional parties may be added upon request of any person or party, subject to the TAA's discretion and the interests of justice, equity and efficiency.

  3. Representation
  4. Any party may be represented by any person of its choosing at any stage of any proceeding hereunder. For purpose of service of documents pursuant to these Rules, service upon such representative shall constitute service upon the party, until such representation is withdrawn in a writing served upon all parties and the TAA.

  5. Notice and Location of Hearing
  6. Except in the case of expedited proceedings, the TAA shall notify all parties in writing of the time, date and location of all oral hearings and conferences at least ten days prior thereto, where feasible.

  7. Attendance
  8. Parties, their representatives and witnesses shall be the only persons entitled to attend oral hearings, unless upon agreement of all parties thereto. Upon the request of any party the TAA shall require any witness to remain outside the hearing room until such witness is called upon to testify. Any properly notified party who fails to appear and has not requested a postponement shall not be entitled to later request any further reconvening. The TAA may proceed to take evidence and issue a decision in the absence of any party without any further notification.

  9. Order of Proceedings
  10. In the usual proceeding, a hearing shall be opened by the recording of the place, time and date of the hearing, the presence of the TAA and parties, and counsel or other representative, if any, and of receipt by the TAA of the Request for Review, Complaint, or Petition, and any answers, motions or other documents. Thereupon the hearing shall proceed in the following manner:

    1. The TAA shall dispose of all outstanding motions and other preliminary matters.
    2. The TAA may, if appropriate, ask for statements clarifying the issues involved.
    3. The party, which submitted the request for Review, the Complaint, or the Petition, as the case may be shall then present its claim, proofs, and witnesses qualified to sponsor the evidence it intends to offer. Such witnesses shall be subject to cross-examination by the opposing party.
    4. Thereafter, the responding party shall present its defense, proofs, and witnesses, who similarly shall submit to cross-examination, by the applicant, complainant, or petitioner.
    5. The TAA shall specifically inquire of all parties if they have any further proofs to offer or witnesses to be heard. Upon receiving negative replies, the TAA shall permit such closing arguments as the parties may desire to make, and then shall declare the hearing adjourned. The record will be closed at that time unless held open for the receipt of post-hearing exhibits and/or briefs authorized by the TAA. In the latter event, the record shall be deemed to be closed upon issuance by the TAA of a notice with respect to post-hearing exhibits or upon the date briefs are filed, whichever shall later occur.

    The TAA may vary this procedure and may take such other or further actions to facilitate and expedite disposition of the proceeding. Proceedings shall be conducted in a manner which is consistent with the rights of the parties and affords full and equal opportunity to all parties for the presentation of any relevant and material evidence, but no other formal rules of evidence shall apply.

  11. Record of Hearing
  12. The TAA will provide either a tape recording or a verbatim stenographic record of each oral hearing and, upon request of a party, arrange for a transcript thereof, the costs of which will be borne by the requesting party or parties.

    In the case of a telephone conference call hearing, however, this requirement for a verbatim record shall not apply.

    The record upon which the TAA's decision shall be based shall consist of the oral hearing tape or transcript, if any, and all exhibits received by the TAA in evidence.

    In the case of the loss or failure to the recording equipment or tape(s), the TAA may base the decision solely on his own notes and recollections in addition to exhibits. In such event the TAA shall notify the parties of such loss in advance of the issuance of a decision, and take any further action appropriate to the circumstances.

  13. Evidence
    1. Oral hearings
    2. Any party may offer evidence, subject to the ruling of the TAA, at any properly noticed hearing session.

      The TAA shall admit all relevant, material and non-repetitious evidence and testimony.

    3. On-the-record decisions
    4. Whenever the parties have waived their right to oral hearing, the parties may offer any evidence for the TAA's consideration by submitting a copy thereof, in identical form, to all other parties as well as the TAA.

  14. Dismissal
  15. Any party may request dismissal of the proceeding at any time by motion to the TAA, provided, however, that once an answer or other responsive pleading has been filed no party may seek to have the proceeding dismissed for the purpose of litigating the claims in the proceeding in federal or state court or before some other governmental body. In the case of an oral hearing such motion shall only be made in the presence of other parties at such hearing. In the case in which such hearing has been waived the movant shall copy all other parties and the TAA shall inform all parties in writing of his ruling prior to issuing a decision.

    The TAA on his own motion may dismiss any proceeding if he determines the moving party has failed to establish a prima facie case of its allegations. Any such dismissal shall be in writing and be considered a final decision under these Rules.

  16. Withdrawal
  17. No party may withdraw from any proceeding for the purpose of litigating the identical claims in a state or federal court or before any other governmental body.

    Subject to the above limitation, any party that initiates a proceeding before the TAA may withdraw it at any time prior to the issuance of a decision.

  18. Adjournments/Postponements
  19. The TAA may adjourn, postpone or grant an extension of time to any party for any purpose upon a showing of good cause. Any party requesting such adjournment, postponement or extension shall first notify all other parties and attempt to obtain their consent prior to contacting the TAA. The TAA shall issue a ruling in writing, or may direct the requesting party to inform all other parties in writing of the granting of such request.

Section 7: Decisions

  1. Without Hearing
  2. Once the parties have submitted their evidence, unless the TAA believes that additional information is necessary, he may proceed to issue a decision without hearing in those cases where the parties have waived their rights thereto.

    The decision shall be in writing and served upon the parties by certified/registered mail or priority delivery service. It shall contain findings of facts, conclusions of law, order and remedy in paragraphs separately stated, and shall state the date on which such decision shall be considered effective.

  3. After Hearing
  4. Following the close of any oral hearing the TAA shall consider the testimony and evidence submitted to him and proceed to issue a written decision, with findings, conclusions, order and remedy separately stated. Such decision shall be mailed, certified/registered, return receipt requested, or sent by priority delivery service, to all parties.

  5. Binding Effect/Judicial Enforcement
  6. All decisions, whether following oral hearing or not, shall be binding on the parties and considered final, subject to the provisions for reconsideration below (Sec. 7.D.). However, any party may seek judicial relief to enforce the decision.

    Subject to the final and binding nature of the decisions rendered hereunder, nothing herein shall affect adversely any party's rights to seek judicial relief to enforce any of the terms of the Agent Reporting Agreement.

  7. Reconsideration
  8. Within ten calendar days of receipt of the decision, any party thereto may request the TAA to reconsider such decision, in whole or in part, by filing a request with the TAA. Such request shall:

    A successive petition for rehearing, re-argument, or reconsideration filed by the same party or parties, and upon substantially the same ground as a former petition which has been considered by the TAA shall be denied. Any party to the decision may file a response to such request for reconsideration within ten days of receipt. The response may include a request for (a) a reopening of the hearing, (b) a denial of the request, or (c) additional time in which to respond to the request. The TAA shall then proceed to either (a) issue a revised decision based on the request and response(s), or (b) deny the request, or (c) reopen the record and/or the hearing on such terms as he deems appropriate to the situation, after which the TAA shall issue a revised decision, the effect of which will be to revoke the earlier decision unless specified otherwise by the TAA. The effective date of any decision shall be stayed pending a ruling on any properly submitted request for reconsideration, unless otherwise provided by the TAA in the decision.

  9. Public Release of Decision And Finality of Decision
  10. Five days after a decision is considered to be final, the TAA shall make such decision available to the public. Pending such decision the TAA shall not comment publicly on the identity of the parties or the issues involved in such proceedings except to the extent any such comment is necessary to the fulfillment of the TAA's duties under these Rules. For these purposes a decision shall be considered final when either (a) more than ten (10) days have passed since the receipt of the initial decision by all parties and no timely request for reconsideration has been filed with the TAA, or (b) after a timely request for reconsideration was filed the TAA has either (i) issued a revised decision or (ii) denied the request.

  11. Ex Parte Communications
  12. The TAA and his staff shall be available at all times to provide general information concerning the operations of the office, to receive comments and suggestions with respect thereto, and to respond to questions concerning practice and procedure. All such inquiries are welcome. However, no party shall offer, nor shall the TAA and his staff entertain, any private communication with respect to the merits of any matter involved in a pending proceeding. Except for procedural inquiries and at conferences conducted upon due notice to those concerned, communications addressed to the TAA concerning pending cases shall be in writing and served upon all parties.

Section 8: Standards of Conduct

The TAA and persons appearing before him shall conduct themselves in accordance with the highest standards of professional ethics. The TAA and his staff, in all proceedings, and in accordance with the provisions of the applicable ARC Agreements, shall:

Section 9: Amendment of Rules

Requests for amendment of these rules may be filed with the TAA at any time, and copies of such requests shall be served by the persons submitting them on the President of ARC, the Board members of the TAAP and on such other interested persons as the TAA shall direct. Comments concerning rule- making proposals shall be filed within the time period specified by the TAA, who shall maintain at his offices a file of rule-making proposals and comments which shall be available for public inspection.

Section 10: Access to and Retention of Records And Request to Expunge Identifying Information

All pleadings, correspondence, exhibits and other materials which form a part of the record for decisions in each docketed proceeding shall be retained by the TAA for a period of one year after decision or for such further period as the TAA shall deem appropriate. Access to such records shall be permitted only upon written authorization from the party submitting same, except that when the TAA is served with a proper judicial subpoena for the production of any such records the TAA shall promptly notify all parties in writing, furnish a copy of the subpoena itself, and then shall release certified copies of such records to the court and, upon request of such court, make the originals available for inspection at the office of the TAA. Any party to a proceeding, at any point prior to the issuance of a final decision by the TAA, may for good cause shown request that any identifying name, place or thing be expunged from the written decision which is made public pursuant to these rules, and the TAA shall grant such request if substantial prejudice to the rights of any party or person would be jeopardized thereby. Any request to seal such records shall be filed contemporaneously with all other parties to the proceeding, who shall have a reasonable opportunity to comment thereon as determined by the TAA on a case by case basis. In no case, however, will any records ever be sealed against access of any party to the proceeding, and upon request of any party the TAA shall reveal to them, in confidence, the names, places or things so expunged from the publicly issued decision.

Section 11: Remedial Actions

In determining the remedial action, if any, applicable in a case, the TAA shall consider all relevant circumstances surrounding particular events involved in the case. In imposing a monetary award as the remedial action, the TAA shall follow the principle of compensatory damages, except where the TAA finds gross negligence or willful disregard for the rights of the other party. In each case in which a punitive monetary award is made, the money so collected shall be set aside in a separate fund to be used for a purpose determined to be appropriate by the JAB-ARA which purpose shall be ratified by the ARC Board of Directors. Any party may submit proposed findings, conclusions and remedial actions in lieu of or in addition to any brief. The TAA may, upon his initiative, circulate for comment among the parties a proposed remedial plan of action or monetary or punitive award. Upon receipt of comments by the parties the TAA may adopt, alter or reject all or any part of such comments and such proposal and proceed to issue his decision.

Section 12: Precedent

Decisions of the Travel Agent Commissioner and the TAA and the Associate Travel Agent Arbiter shall have non- binding precedential value only.

Section 13: Expedited Proceedings

In any case in which an expedited proceeding is provided elsewhere herein, or in any case in which a motion for expedited proceedings is made, the respondent shall file all supporting evidence with the TAA and the opposing party within 72 hours of receipt of the Agent's appeal or the ARC complaint, and the TAA shall schedule an oral hearing (unless waived) to begin not later than three business days thereafter, or as soon as the parties agree. If an oral hearing is waived the TAA shall expedite review of the documents and proceed to issue a decision within five days of the close of all proceedings therein.

Any party may object to the motion for expedited proceedings, but such objection must be received within the time allotted for a response. If the objection is denied by the TAA the substantive response will then be due not later than 24 hours after actual receipt of the notice of such denial.

If either party so desires, an expedited hearing may be held by telephone conference call provided it is feasible for all parties to so participate and the circumstances so warrant.



Section A: Notices

Section B: Security Guidelines for ARC Traffic Documents

Section C: Retention and Inspection of Agent Records

Section D: Financial Instrument

Section E: Carrier Participants in Agent's Standard Ticket & ARC Settlement Plan

Section F: Examples of Breaches by Agent

Section G: Personal Guaranty of Payment and Performance

Section H: Use of ARC Online Services and Tools

Section I: Examples of Change in Ownership

Section J: Instructions for Temporary Closure

Section K: Reports and Settlements

Section L: Variable Remittance

Section M: Administrative and Compensatory Fees

Section N: Associate Branch Supplementary Agreement

Section O: Additional Office Types