Travel Agent Communications

PED 03/23/2014

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ETREA Document No Longer Required

Travel agents are no longer required to print and/or store the Electronic Ticket Refund Exchange Authorization (ETREA) document. This non-accountable ARC document is considered to be obsolete.

Originally, the ETREA served as support or replacement of refunded or exchanged e-ticket coupons and could be printed on plain paper. Also, the Electronic Settlement Authorization Code (ESAC) was displayed on the ETREA and provided proof that the e-ticket coupons were properly refunded or exchanged with carrier permission.

The ESAC continues to be required in IAR for any refunded, exchanged or voided e-ticket transaction. The ESAC is displayed in IAR, in the Document Retrieval System (DRS) and in the Internet Sales Summary (ISS) report. For these reasons, the physical paper ETREA no longer adds value to the settlement process for agents, carriers or ARC. All references to the ETREA have been removed from the Agent Reporting Agreement and the Industry Agents Handbook.

Please note: Failure to follow each carrier's individual e-ticket exchange, refund or void policies may result in a penalty (debit memo) from the carrier. Please be sure that any carrier-assigned ESAC is properly documented.

May I see some ID please? Fake IDs continue to be sent to travel agents!

Travel agents continue to receive forged, altered and counterfeit IDs, i.e., drivers' licenses and passports, from passengers (aka criminals). So how can you spot fake documents? Enlarge each of the copies you receive via email and examine the areas of each document, looking for changes in fonts, uneven alignment of data, jagged edges of the pictures, etc. Do not accept if you see any of the following:

  • An unsigned credit card
  • The signature box appears to have been altered: White areas or erasures appear in the box.
  • Fuzzy copies of drivers' licenses or passports: The only things not fuzzy are the entries, i.e., name, address, birthday, etc., which may appear crystal clear and in a different font.
  • Required information is missing or wrong, e.g., no date of birth on a driver's license or the U.S. city is misspelled.
  • Picture is photoshopped into the copies, e.g., the border of the picture obscures other parts of the license.
  • U.S. passport does not have "United States Department of State" on the bottom border under the picture and date of issue and expiration date.

Compare the copies you receive to authentic ID's by subscribing to I.D. Checking Guide (less than $30 per year!). This guide includes color photos and descriptions of every state's drivers' current and past licenses, U.S. passports and much more! Contact them directly at 800-227-8827 or to get your guide today.

ARC provides fraud prevention resources and best practices on MyARC's landing page. Check them out today! Resources include credit card acceptance and chargeback prevention tips for agents and best practices for spotting credit card red flags.

You can contact ARC's fraud prevention team at any time at 855-358-0393 or

2011 ARC Transaction History File Now Available

ARC's Transaction History File containing your organization's transaction data for all of 2011 is now available on CD. Please keep in mind that ARC's Document Retrieval Service (DRS) provides online access to only the past 39 months of ticketed transaction data.

ARC's Transaction History File provides you with your settled and voided transaction information for all PEDs in 2011. It comes equipped with free viewer software that allows you to easily search for a specific transaction, view it on screen and print it onto a single page. Plus, the software is self-contained—there's nothing to install!

You can import the Transaction History File into several popular software programs, such as Microsoft Excel and Access, in order to create reports, manage, sort and analyze the data as you please. For more information, please call 703-816-8530, email or visit ARC's Transaction History File page online.

Tip of the Week: How Long Must I Keep Copies of Traffic Documents?

The Agent Reporting Agreement requires agents to keep documents for two years from the sales report submission deadline of those documents. However, many agents also choose to follow their own, more restrictive document retention policies, similar to IRS or banking industry guidelines.

The official ARC requirements can be located in Part 2, Section 12 of the Agent Reporting Agreement (ARA) and Section 14, Section C of the Industry Agents Handbook (IAH).

ARC also offers two tools as part of the core set of ARC products, which are included in the cost of ARC participation:

These ARC tools are designed to alleviate the space limitations and access issues agents face regarding storing, accessing and researching ticketing data.

Please contact the customer care center at 855-816-8003 or with any questions.

Please distribute the ARC TAC among staff and colleagues.

ARC Customer Care Center | Tel. (703) 816-8003 | Fax (703) 816-8039 |

ARC Corporate Communications | Tel. (703) 816-8525 | Fax (703) 816-8168 |