Agency Debit Memo (ADM) Policy

1. Home /

2. Booking support /

3. Agency Debit Memo (ADM) Policy

Booking & Ticketing Policy

Etihad Airways recognizes the Global Distribution System (GDS) as a valuable distribution channel, and as such, we currently participate in

all major systems. As part of our participation, we pay incremental fees for travel agent bookings. Billable activity includes sell, cancel,

waitlist, change, schedule change, etc.

This policy applies to all GDS subscribers including travel agents and any person or entity accessing Etihad Airways

circumstance, Etihad Airways sends a notification directly to the original booking agents GDS queue. This notification

communicates the change and directs the booking agent to accept the changes in the passenger name record (PNR)

and remove the inactive segments.

Changes to itinerary segment status resulting in inactive segments require action at least 24 hours prior to departure.

This includes cancelling ticketed or un-ticketed segments with a status code of UN, NO, HX, WK, WL, or WN.

2. Waiting lists:

Travel Service providers must not repeatedly create waitlisted booking, since these do not increase chances of

confirming and result only in higher booking volumes and increased GDS fees for Etihad Airways.

Travel Service providers must ensure all waitlisted bookings are removed from the active PNR at least 24 hours prior

to departure.

4. Duplicate segments on a booking /alternative segment for the same passenger:

A Travel services provider must not create impossible traveling itineraries in a single booking. It is not allowed to hold

concurrent flights for the same travel period where it is not possible for passenger to travel simultaneously.

Debit memos of USD10 per passenger per segment will then be raised against travel agencies found in violation.

5. Fictitious/speculative booking & ticket numbers:

Holding on to Etihad Airways inventory until a passenger or ticketing opportunity arise increases the airlines booking

fees and reduces the availability of Etihad Airways product. Your cooperation is requested to use the GDS only when

it relates directly to passenger’s request or intention to purchase a ticket.

Creating segments, passive or active, or a combination of both, to meet GDS productivity agreements is a breach of

standard industry procedures. This includes the ticketing of duplicate space from one GDS to another to fulfill booking

6. Passive bookings:

An acceptable passive segment is entered into a GDS for the purpose of ticketing. It must match an existing booking

in Etihad Airways internal reservation system. The use of mismatched segments to issue tickets is strictly prohibited.

Industry standards require that passive segments be used “for the purpose of ticketing” only after a booking has been

made in an airline inventory system. Etihad Airways does not allow passive segments to be used for other reasons,

including but limited to:

 Satisfying GDS productivity requirements

 Circumvent fare rules

 Fulfill administrative function

If a passive segment is rejected by Etihad Airways then the passive segment should be cancelled immediately by the

married segment abuse.

The agent that issues the ticket will be held liable in case of any EY booking policy violations. This can occur even in

scenarios where an IATA agent issues a ticket for a booking that has been created by a Non-IATA agent.. An ADM

will be raised for the fare difference between actual Origin/Destination (O&D) pair used for booking and the O&D pair

ticketed, plus an ADM fee of USD 300 (or equivalent in local BSP currency) per segment/passenger.

8. Fare rules:

Adhere to all ticketing and fare rules, ensure that the booking is either ticketed or cancelled prior to the expiry of the

ticketing time limit. Etihad Airways reserves the right to use an automatic program to cancel segments when ticketing

has not occurred within the ticketing time limit

9. Training/Test bookings:

Agents must never break the origin-destination availability to get a better availability access. Availability is based on

point of Sale POS: O&D. Availability on a flight may differ from POS to POS. Booking should be created using the OD

availability and not segment availability. When a flight shows an “Availability Display” as part of a connection, the

entire connection or travel option must be sold together. Bookings sold initially must not be separated and arrive at an

OD pair.

When POS availability is used from one country where the availability is higher than the availability of point of Origin

and it is ticketed from the POS of origin it would be considered as a violation of Incorrect Availability.

Example: Agent in POS AU books ATH-AUH-SYD were the availability is in Q class, but for POS GR on the same

flight is available only from K class and the above is ticketed in Q in POS GR it would be considered an incorrect

Availability used for ticketing and ADM will be raised.

The agent that issues the ticket will be held liable in case of any EY booking policy violations. This can occur even in

and the O&D pair ticketed, plus an ADM fee of USD 300 (or equivalent in local BSP currency) per

Invalid ticket numbers include restricted, used, refunded, voided or non – existent ticket numbers associated with

confirm segments in a booking. A valid ticket should be provided immediately or booking needs to be cancelled if

ticket is voided/refunded/flown. Once identified, such booking is subject to automatic cancellation and Debit memos

of USD10 per passenger per segment will then be raised against travel agencies found in violation.

12. Interline Ticketing:

Travel Service provider must not validate any ticket on Etihad Airways if the ticket contains a flight segment(s) on any

other airlines unless the other airline is a Etihad interline partner and has a ticketing and baggage agreement with

Etihad. In addition, any ticket validated on Etihad must contain at least one Etihad flight segment. A listing of Etihad’s

interline partners is available via Travel Service Provider’s GDS system. We permit stand alone tickets only for our

Partner Airlines where they are not present in local BSP.

each Carrier pursuant to the ARC ARA and the IATA Passenger Sales Agency Agreement (as may be amended from

time to time)

Each agent’s concurrence with these principles, rules, and instructions shall occur by such agent’s continuing

performance under the ARC ARA or the IATA Passenger Sales Agency Agreement.

B- Consequences for policy violations

Damages- Etihad Airways reserves the right to hold the travel service provider responsible and liable for any losses

and damages due to violation of this policy by the relevant travel service provides.

ADM Issuance:

ADM will be processed through BSP/ARC and issued within 9 months of the final travel date or the expiry date of the

document, when the final travel date cannot be established.

that are lower that the amount above mentioned, related to more transactions of the same kind and with the same

Sales & Refund ADM Policy

1. Introduction

In accordance of the IATA resolution 850m Etihad Airways is hereby furnishing ADM policy. Etihad Airways will issue

an ADM to collect amounts or make adjustments to Etihad Airways traffic documents issued by, or at the request of

the Agent. An ADM may also be used to collect amounts where a traffic document has not been issued, if agreed with

the Agent, for example, for deposits for group sales.

2. Policy

2.1 KEY POINTS