Iberia's ADM Policy

 Following matrix defines different violations or non-compliance practices which will result in the issuance of

 ADM i.e. a debit will be raised to the booking/ticketing agent.

 These violations include but are not limited to the following:

Reason

Scope

Outcome

Penalty

 Errors caused by not

 settled tickets.

 Not settled tickets, or settled

 tickets as void that are used by

 the customers.

 Debit will be raised to

 Booking/Ticketing agent

 Entire value of the ticket

  (violated sector)

 + Administration fee

 of 20€

 Credit sales violation

 No compliance of IB credit sales

 regulations (credit cards,

 vouchers or bonds) provided by

 Congress, Senate or other

 organizations.  

 Debit will be raised to

 Booking/Ticketing agent

 Entire value of the ticket

  (violated sector)

 Reservation Booking

 Designator (RBD)

 violation

 Validation on booked vs. ticketed

 data where there is a mismatch

 between ticketed and booked

 RBD

 Debit will be raised to

 Booking/Ticketing agent

 Fare difference between

 ticketed vs. booked RBD

  +  Administration fee

 of 20€

 Fare /sales violation

 Validation for the compliance of

  fare and sales conditions on all

  purchased tickets. e.g;

• advance purchase,
• add-on fares
• blackout period
• booking class
• under collection of fare
• booking flight condition
• Other Airlines (OAL) carrier condition
• routing, sale date validity,
• travel date validity/ seasonality violation,
• stop over surcharge,
• upsell charge for class upgrade,
• over-claim of commission,
• combination condition,
• min/max stay conditions,
• under collection of taxes and fees,
• weekend surcharge,
• child/infant discounts and all other special discounts,
• date of birth check,
• expiry of fare,
• plating violation: abuse of CIP/plating conditions on IB/OAL plate where the fare rule/fare note does not allow to do so, regardless if the ticket is auto or manually priced.
• Route and flight number

•  Groups tickets: when the TOURCODE has not been included

 Debit will be raised to

 Booking/Ticketing agent

 Fare violation:

 When charged at a lower

  rate, the penalty will be

  the difference between

  the fare charged and the

  corresponding one.

 + Administration fee of

  20€ *

 Tax violation:

 Difference between tax

  charged and the

 applicable one

 + Administration fee

 of 20€ *

 Commission violation:

 Difference between

 commission  charged

 and the applicable one

 + Administration fee of

  20€ *

 (*)The administration fee

     applies in Spain only.

 Europe: 30€

 Rest of world: 30USD$

 Refund violation

 Irregular refunds:

 when fare conditions do not

 permit a refund, excess refund

 amounts, refunds outside the

 rules and without the mandatory

 authorization or without showing

 the established documentation

 or justification.

 Debit will be raised to

 Booking/Ticketing agent

 Incorrect overpayment: 

 difference between

 refunded and applicable

 refund + Administration

  fee *.

 Omission of cancellation

 fee:

 When cancellation fee 

 has not been charged:

 corresponding amount

 depending on fare +

 Administration fee *.

 For non-refundable fare: 

 the total amount of the

 non- refundable fare +

 Administration fee *.

 If correct taxes: the

 amount of taxes refunded

 in excess +

 Administration fee *.

 * Administration fee:

   Spain: 20€

   Europe: 15% of ADM

   Rest of world:9% of ADM

 Reissue violation

 Validation on reissued documents

 Debit will be raised to

 Booking/Ticketing agent

 Difference between

 amount charged  vs. 

 applicable, including fare

 penalty + Administration

 fee *

 * Administration fee:

  Spain: 20€

  Rest of world:

  20€ / 20USD$

 Large Families

 subsidy (Spain only) 

 violation:

 Not including all accreditation

 data: type of accreditation (Identity

 card , date of birth for minors

 without ID, Resident Card in the

 case of foreigners), accreditation

 document, type of subsidy (F1 or

 F2), Municipality code

 Debit will be raised to

 Booking/Ticketing agent

 Subsidy amount:

 5% of the fare for  F1 and

 10% of the fare for  F2

 +

 Administration fee of 20€

 Residents subsidy

 (Spain only) violation:

 Not including all accreditation

 data: type of accreditation (Identity

 card , date of birth for minors

 without ID, Resident Card in the

 case of foreigners), accreditation

 document, type of subsidy (RC,

 RB, RM, RE), Municipality code,

 S.A.R.A. system verification code

 and  HASH code including the 53

 characters.

 Debit will be raised to

 Booking/Ticketing agent

 Subsidy amount applied

  (50%)  +

 Administration fee of 20€

 Married segments

 Any manipulation to circumvent

 the Married Segment Logic will be

 subject to cancellation of the PNR

 (when un-ticketed) or an

 ADM/invoice per passenger and

 per broken segment of the O&D

 (when 075-plated ticket issued).

 In case a travel agent issues a

 ticket based on a PNR with a

 manipulated segment an ADM will

 be issued

 Debit will be raised to

 Booking/Ticketing agent

 The ticketing agent is

 responsible for

 malpractices even if they

 are not the (original) agent

 making the booking.

 Economy class (short-

 haul or continental

 flights): €150 per

 passenger AND per

 broken segments of the

  O&D  +

 Administration fee of 20€

 Economy class

  (intercontinental flight):

 €250 per passenger AND

 per broken segment of

 the O&D +

 Administration fee of 20€

 Business class (short-

 haul or continental

 flights): €250 per

 passenger AND per

 broken segment of the

 O&D  +

 Administration fee of 20€

 Business class

 (intercontinental flight):

 €400 per passenger AND

 per broken segment of

 the O&D  +

 Administration fee of 20€

 O&D bypass

 Any manipulation to circumvent

 the O&D Logic will be subject to

 cancellation of the PNR (when

 un-ticketed) or an ADM/invoice

 per passenger and per direction

 of travel of the O&D (when 075-

 plated ticket issued). In case a

 travel agent issues a ticket based

 on a PNR with a manipulated

 segment an ADM will be issued

 Debit will be raised to

 Booking/Ticketing agent

 The ticketing agent is

 responsible for

 malpractices even if they

 are not the (original) agent

 making the booking.

 Economy class (short-

 haul or continental 

 flights): 

 €150 per  passenger

 AND per direction of

  travel  +

 Administration fee of 20€

 Economy class

  (intercontinental

  flight ) :€250 per

  passenger AND per

  direction of travel +

  Administration fee of 20€

 Business class (short-

 haul or continental 

 flights) : €250 per

 passenger AND per 

 direction of travel  +

 Administration fee of 20€

 Business class 

 (intercontinental 

 flight ):€400 per

 passenger AND per

 direction of travel  +

 Administration fee of 20€

 Excessive Churning

 (Speculative / 

 Fictitious Bookings

 Verification on agency rebooking

 a segment or segments canceled

 either by the agency or airline

 multiple times in one PNR or

 across different PNRs.

 Debit will be raised to

 Booking/Ticketing agent

 5€ segment / passenger

  +

 Administration fee of 20€

  Duplicate Bookings

 Verification on agency created

 duplicate segments

 Debit will be raised to

 Booking/Ticketing agent

 5€ segment / passenger

  +

 Administration fee of 20€

  Inactive bookings

 Verification on agency bookings

 with segment status

 HX/UN/NO/UC/US etc. otherwise

 known as non-productive

 segments.

 Debit will be raised to

 Booking/Ticketing agent

 5€ segment / passenger

  +

 Administration fee of 20€

 Minimum Connecting

 Time (MCT) violation

 Verification on bookings that

 undercut required MCT

 Debit will be raised to

 Booking/Ticketing agent

 When there is no

 misconnection:

 5€ segment/pax

 With misconnection:

 Expenses incurred  +

 Administration fee of 20€

 Fictitious names

 Verification on bookings created

 with fictitious names

 Debit will be raised to

 Booking/Ticketing agent

 Fixed amount 250€ per

 passenger

 +

 Administration fee of 20€

  Day of Departure –

  Un-ticketed Bookings

  and Cancellations

 Whenever possible, following

 best practices should be

 observed:

• Bookings made within 24 hours before departure should be instantly ticketed
•  All bookings made prior to 24 hours before departure should be either ticketed or cancelled at least 24 hours before departure
•  If for ticketing purpose PNR claim is needed, it should take place prior to 24 hours before departure

 Debit will be raised to

 Booking/Ticketing agent

 5€ segment / passenger

 +

 Administration fee of 20€

 Speculative bookings

 Bookings made when no definite

 passengers exists, in anticipation

 of possible sale

 Debit will be raised to

 Booking/Ticketing agent

 Fixed amount 250€ per

 passenger

 +

 Administration fee of 20€

 Bookings created in higher

 classes that are released close to

 departure to make seats available

 in lower classes

 Debit will be raised to

 Booking/Ticketing agent

Fixed amount 250€ per

 passenger

 +

 Administration fee of 20€

 Excessive waitlists

 Debit will be raised to

 Booking/Ticketing agent

 Fixed amount 250€ per

 passenger

 +

 Administration fee of 20€

 Illegal class mix

 A booking made with an illegal

 combination of classes in order

 to secure space that is not then

 ticketed at the correct price

 Debit will be raised to

 Booking/Ticketing agent

 Fare difference to first

 higher fare where mix

 class is permitted +

 Administration fee of 20€

 Back to back

 ticketing / out of

 sequence used

 The issuance or use of coupons

  from two or more tickets issued

 at round trip fares or the

 combination of two or more round

 trip fares end to end on the same

 ticket, for the purpose of

 circumventing applicable tariff

 rules, such as advance purchase

 and minimum stay requirements.

 Debit will be raised to

 Booking/Ticketing agent

 Fixed amount 250€ per

 passenger +

 Administration fee of 20€

 Use of robotic

 macros/scripts

 Use of robotic macros/scripts to

 perform availability functions

 within GDSs

 Debit will be raised to

 Booking/Ticketing agent

 5€ segment / passenger

  +

 Administration fee of 20€

 Baggage allowance

 Verification on baggage allowance

 printed on the ticket vs. the actual

 allowance approved for applicable

 fares/Point Of Sales (POS)/deal

 code, etc. 

 Debit will be raised to

 Booking/Ticketing agent

 Fixed amount 250€ per

 passenger

 +

 Administration fee of 20€

           ADM Issuance Process
           In compliance with IATA resolution 850M:

• ADM will be raised on Iberia traffic documents (075), issued by, or at the request of the agent, regardless of which airlines are included in the itinerary of the IB traffic document.
• Iberia mandates 100% e-ticketing issuance. Where a paper ticket is issued, Iberia may impose a charge that will be collected by ADM.
• To cover the cost of the audit process, Iberia will levy for each ADM an administration fee of 20€ (or equivalent amount in local currency), identifiable by the MF code. This charge will be reversed only upon full acceptance of the dispute for wrong ADM issuance by Iberia. Iberia reserves the right to revise administration fee with or without prior notification.
• An ADM may also be used as a means to collect penalty charge for each seat falling below the agreed materialization rate for group sales.
• Iberia will endeavor to provide as much information as possible on an ADM to ensure it is specific enough about the reason a charge has been raised.
• ADMs will be issued for each specific transaction; however, more than one transaction can be included in one ADM if the reason for the charge is the same for the same agent.
• For GDS misuse, ADMs will be raised if the total misuse amount of the billable misuses, listed herein (Duplicate Cost, Churning Cost, Fake name Cost, Invalid Flight Number Cost, Inactive Bookings costs, Invalid Class of Booking Cost, Other Misuse Costs.), equals or exceeds 20€ in any single audit month. The amount is subject to revision.
• If Iberia raises an ADM for non-compliance with fare rules, the general principle applied is to raise the fare to the next applicable fare.
• Iberia will only issue more than one ADM in relation to the same original ticket, if different, unrelated charges apply. This does not apply when an ADM is cancelled and raised again for the same reason but for a different value.
• Iberia will raise ADM via BSPLINK/ARC as per applicable BSP/ARC guidelines.
• Iberia complies with respective local BSP/ARC procedures in providing agents with a minimum period of notice in order to review ADM raised and dispute it.
• To adjust refunds, an ADM will only be issued within nine months of the BSP remittance date on which the document was settled. For any charge due beyond this period, Iberia will agree with the agent bilaterally the best settlement method.
• ADMs/ACMs may be processed through the BSP/ARC, for a maximum period of 30 days following default action taken against an Agent in accordance with IATA Resolution 818g, attachment “A”, Section 1.0
• For any ADM issued through BSP/ARC link, the date of issue is considered as the date of receipt by the agent. A daily monitoring of ADMs through BSP/ARC link is highly recommended to the agents.
• For non BSP/ARC cases, the ADMs shall be circulated by respective Iberia local office.

           ADM Dispute

•  Iberia shall endeavor to handle rejected or disputed ADMs in a timely manner in compliance with applicable IATA resolutions and regulations. Where an agent has disputed an ADM within the latency dispute period provided the dispute was sent to the address notified on the ADM in question, Iberia will endeavor to handle rejected or disputed ADMs in a timely manner in compliance with applicable IATA resolutions and regulations. The travel agent can dispute the ADM as per the “Latency period” applicable in respective BSP/ARC country/market practice.
• Iberia shall examine the reasons for the dispute and approve where it is proved that the charge was wrong/not due and/or evidence to the contrary is provided.
• For any un-resolved disputes, Iberia reserves the right to deduct the disputed amount from applicable incentives.
• Iberia expects travel agents not to dispute an ADM where the reason is valid and evidence to the contrary is not available and to raise all disputes as per applicable BSP/ARC guidelines. If the dispute is invalid or evidence to the contrary is not available, administration charge of 20€ per ADM will be applicable.
  
  
  

           Booking/Ticketing Agents’ Responsibility:

• To train their staff in ADM procedures; their purpose and the dispute period that exists.
• To ensure that when an ADM is disputed, the response is specific in detail and the relevant supporting information is sent to Iberia to the address/fax indicated on the ADM.
• Not to dispute an ADM where the reason is valid and evidence to the contrary is not available.
• To raise all disputes within the BSP dispute period (according to Resolution 850m).
• To ensure that their contact details (phone numbers, fax numbers and email addresses) are up to date in BSPlink.
• To provide specific contact details when logging a dispute in BSPlink to enable Iberia to make contact concerning the dispute.

   
           Contact and Information Requests
 
           Iberia reminds you that all its ADMs bear identification of their department of origin as well as their address

           and contact details in the top left corner of the format in use. 

           The airline contact details provided in the ADM should not be used for any dispute communications.