Travel Agent Communications

PED 12/29/2013

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ARC New Year's Holiday Information

ARC's offices will be closed on Wednesday, Jan. 1, 2014, in observance of the New Year's holiday.

Holiday Sales Report Submission
Weekly sales reports for PED Dec. 29, 2013, must be authorized by 11:59 p.m. EST on Tuesday, Dec. 31.

Holiday Ticket Modification/Voiding Schedule
The GDS void/IAR reconciliation dates for tickets issued on Tuesday, Dec. 31 will be extended until Thursday, Jan. 2, 2014.

Emergency Document Orders Prior to New Year's Day
The RR Donnelley warehouse will be closed Tuesday, Dec. 31 and Wednesday, Jan. 1. UPS will be closed on Wednesday, Jan. 1. Orders placed after 4:00 p.m. EST on Friday, Dec. 27 for next day delivery will be processed on Monday, Dec. 30 to be delivered on Thursday, Jan. 2, 2014, and second-day deliveries will be processed on Monday, Dec. 30, 2013, for delivery on Friday, Jan. 3, 2014.

If you have any questions, please contact the Customer Care Center at (855) 816-8003 or ccchelp@arccorp.com.


Update to Your Agent Reporting Agreement

The settlement of funds between agents and carriers is an essential part of ARC's operations. Until 2006, ARC outsourced agent and carrier account settlement to National Processing Company (NPC). As part of an overall insourcing initiative, ARC tapped its wholly owned subsidiary Settlement Plan Management, Inc. (SPMI) to perform the settlement function.

As part of ARC's efforts to promote transparency and update our processes, SPMI's role is now reflected in the Agent Reporting Agreement (ARA). The following ARA amendment will be effective December 30, 2013.

Section 3.5
ARC and its affiliates may from time to time receive funds from Agents and/or Carriers pursuant to this Agreement, including but not limited to any Financial Instruments required hereunder, and ARC agrees, on behalf of itself and its affiliates, that ARC and/or its affiliates shall manage such funds (less any fees due and payable from time to time to ARC and/or its affiliates) during the term of this Agreement.

Operationally, this will not result in any changes for your business. Please contact ARC's Customer Care Center at (855) 816-8003 or ccchelp@arccorp.com if you have any questions about this update.


Increased Fee for Paper Sales Summary Report

For those agents receiving their Agent Sales Summary report in paper format, the 2014 fee for this service will be $51 per month.


2014 ARC Annual Agent Fees

We would like to remind you that the 2014 annual agent location fee of $210 will be collected for each of your office locations via electronic draft from your designated bank account on January 23, 2014. It will appear on your bank statement as "ARC Core Participation Fee." A separate draft of $210 will be issued for each active agency and STP location of record as of January 12, 2014. For consolidated drafting agents, only one draft will be assessed for all of your ARC approved locations.

For a complete summary list of 2014 ARC Agency Fees and Descriptions, please click here, or visit arccorp.com and select "2014 ARC Agency Fees," under the "Resources" drop-down menu.


ARC Launches ARC Memo Manager 3.7

We are pleased to announce on Thursday, Dec. 19, we made some updates to Memo Manager. Included in this release are key enhancements identified during our work with the Debit Memo Working Group. Changes include the following:

  • Adding the ability to delete an attachment
  • Giving agents the ability to dispute a group of memos and carriers the ability to accept or reject the disputes on a group of memos
  • Adding a Last Correspondent column to the Memo Summary screen, which displays the entity type that left the most recent correspondence
  • Adding the customer type for the last correspondence to the Edit Search function
  • Giving carriers the ability to close a group of memos

For more details on these enhancements, please reference the release notes.

If you have any questions about Memo Manager, please contact our Customer Care Center at (703) 816-8003.


Least Wonderful Time of the Year - Holiday Season Fraud Alert

Fraudsters are unusually active during this particular holiday time frame. Last year during this holiday season, 22 agents experienced unauthorized/stolen tickets. Face value of the 97 tickets issued totaled over $290,000, with the average incident totaling over $13,000! Don't be one of those agents this year.

Be on the lookout for phishing emails and advise everyone who has GDS access (employees and ICs) to remember one thing: Do not log in to your GDS through an email. You may also check with your GDS to see if they have a program to "turn off your ticketing" when your agency is closed (evenings, weekends and holidays).

Phishing emails instruct the reader to click on the link(s) to confirm your credentials or to check on your client's booking. In all the examples, the links lead to a replica of your GDS login screen. You may believe it is real, but it is not! Recent phishing emails include the following subjects:

  • "We are pleased to deliver your travel itinerary through TripCase" from TripCase Vacations
  • "Your Reservation Itinerary" from Delta Air Lines
  • "Your E-Mail Confirmation from United" from United Airlines
  • "Maintenance Activity Notification" from your GDS - highlighting a new level of security
  • "Your Travel Reservation or Confirmation" from GOGO Vacations

Q: What should you do now?
A: Ask employees and independent contractors if they "confirmed" their login IDs or logged into your GDS believing that the email was authentic. If they did, have them immediately change their GDS password and then contact your GDS for any further instructions they may have for you. Determine if your GDS has a program to "turn off your ticketing" when your agency is closed, and if they do, implement that program before the holidays.

Q: What should you do during this holiday season?
A: Carefully monitor your booking and ticketing in your GDS on the holidays and the weekend in between Christmas and New Year's (or the whole week if you are closed for the holidays). If you find unauthorized/stolen tickets or bookings, immediately attempt to void them through the GDS and contact your GDS for further instructions. Immediately change the password of the employee or IC whose credentials were used to issue the tickets. If you find unauthorized/stolen tickets/bookings, provide the details to ARC's Fraud Prevention team at fifp@arccorp.com or (855) 358-0393, and staff will contact you with important follow-up information. If you need urgent assistance during this holiday season, send an email to derickson@arccorp.com.

Examples of phishing emails and other valuable information can be found at ARC's Fraud Prevention section on My ARC. If you believe you have received a phishing email, please forward the email to fifp@arccorp.com with the subject: Possible Phishing Email.

Please circulate these fraud alerts to everyone who has access to your GDS account.


Tip of the Week: Unable to Find a Previous Tip of the Week?

Did you know that each Tip of the Week published in the weekly Travel Agent Communication (TAC) is stored in the Tip of the Week library? This archive is useful when you cannot find a previous tip or can't remember when that tip was published.

There are three ways to access the Tip of the Week library:

1. From ARCCorp.com, click on Customer Support, Resources and then select "Tip of the Week – Agents." You will see the Tip of the Week list, separated by year. Each tip is listed by PED date and subject.

2. The second way to access the list is from the Travel Agent Communications (TAC) archive on ARCCorp.com. Just click on Customer Support and then Travel Agent Communications. When the list opens, select the PED and that week's Tip of the Week is listed as the last topic of that TAC.

3. The third way to access the Tip of the Week archive is directly from the My ARC home page. Once you are logged in to My ARC, you will see a Tip of the Week block listing the last five Tips of the Week. You can select any of those links or select the "more" link to go directly to the full archive.

If you have any questions, please contact the Customer Care Center at (855) 816-8003 or ccchelp@arccorp.com. We're more than happy to assist you.


Please distribute the ARC TAC among staff and colleagues.


ARC Customer Care Center | Tel. (703) 816-8003 | Fax (703) 816-8039 | csc@arccorp.com

ARC Corporate Communications | Tel. (703) 816-8525 | Fax (703) 816-8168 | corpcom@arccorp.com

www.arccorp.com