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Page 1: Fare audit Manual final[1] - South African Airways · SALES AND FARE AUDIT Revenue Accounting AGENT MANUAL Reference Number SAA-RS-01 JUNE 2014 Effective Date 2007 Revision / Amendment

Controlled Document when PDF

SAA SALES AND FARE

AUDIT AGENT MANUAL

01 July 2014

SAA travel agents website address URL is:

https://www.flysaa.com/za/en/TravelAgents/index.html

NOTICE

This document contains confidential information, which is proprietary to South African Airways. No part of its contents may be used, copied, disclosed or conveyed to any party in any manner whatsoever without prior written permission from the South African Airways document owner. All rights reserved.

Page 2: Fare audit Manual final[1] - South African Airways · SALES AND FARE AUDIT Revenue Accounting AGENT MANUAL Reference Number SAA-RS-01 JUNE 2014 Effective Date 2007 Revision / Amendment

Revenue Accounting

SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

Revision / Amendment Number 2.0 (Final)

Revision / Amendment Date SECTION 1-5 31/05/2014/RS

Printed Controlled Document when PDF Page 2 of 12

SOUTH AFRICAN AIRWAYS PROCESSING OF SALES AND FARE AUDIT AGENT MANUAL EFFECTIVE 01 JULY 2014

TABLE OF CONTENTS 1.   OBJECTIVES / PURPOSE .......................................................................................................................... 6  2.   BACKGROUND ........................................................................................................................................... 6  3.   SCOPE ......................................................................................................................................................... 6  4.   AUDIENCE ................................................................................................................................................... 6  5.   ENFORCEMENT .......................................................................................................................................... 6  6.   DEVIATION .................................................................................................................................................. 6  7.   NON-COMPLIANCE .................................................................................................................................... 6  8.   COMPLIANCE REQUIREMENTS ............................................................................................................... 7  9.   POLICY STATEMENTS ............................................................................................................................... 7  10.   RELATED DOCUMENTS ............................................................................................................................ 7  11.   GLOSSARY OF TERMS AND ABBREVIATIONS ...................................................................................... 7  12.   INTRODUCTION .......................................................................................................................................... 7  13.   CONTACT DETAILS: SAA REVENUE ACCOUNTING DEPARTMENTS ................................................. 8  14.   OTHER IMPORTANT SAA DEPARTMENT CONTACT DETAILS ........................................................... 10  SECTION 1 – DATA PROCESSING CENTRE (DPC) ........................................ Error! Bookmark not defined.13  1.   INTRODUCTION .......................................................................................... Error! Bookmark not defined.13  1.1.1   REFUNDS .......................................................................................... Error! Bookmark not defined.13  1.1.2   EXCHANGE / WITHDRAWN PAPER TICKETS: GSA’S ................... Error! Bookmark not defined.13  SECTION 2 – CREDIT CARD SALES ................................................................ Error! Bookmark not defined.14  2.1   CREDIT CARD FRAUD PROTECTION ............................................. Error! Bookmark not defined.14  2.2   TELEPHONE BOOKINGS .................................................................. Error! Bookmark not defined.15  2.3   AUTHORISATION .............................................................................. Error! Bookmark not defined.15  2.4   CREDIT CARD RULES AND REGULATIONS ................................... Error! Bookmark not defined.16  2.4.1   OBTAINING APPROVAL CODES ..................................................... Error! Bookmark not defined.16  2.4.2   FLOOR LIMITS .................................................................................. Error! Bookmark not defined.16  2.4.3   TABLE OF FLOOR LIMITS (Subjected To Change) .......................... Error! Bookmark not defined.16  2.4.4   EXTENDED PAYMENT ..................................................................... Error! Bookmark not defined.17  2.4.5 ADMINISTRATION .............................................................................. Error! Bookmark not defined.17  2.4.6   UATP CARDS .................................................................................... Error! Bookmark not defined.17  2.5   CREDIT CARD ACCEPTANCE PROCEDURES FOR MANUAL, AUTOMATED AND ELECTRONIC

TRANSACTIONS ................................................................................ Error! Bookmark not defined.17  2.5.1   VALIDITY OF A CREDIT CARD ........................................................ Error! Bookmark not defined.18  2.5.2   VALIDITY OF CCCF .......................................................................... Error! Bookmark not defined.18  2.5.3   CONFIDENTIALITY OF CREDIT CARD ACCOUNT NUMBERS ...... Error! Bookmark not defined.18  2.5.4   STANDARD TICKETING RULES PERTAINING TO CREDIT CARDSError! Bookmark not defined.19  2.5.5   ISSUES MADE PARTLY CASH AND PARTLY CREDIT CARD ........ Error! Bookmark not defined.19  2.5.6   LOCATION FOR CREDIT CARD ACCEPTANCE ............................. Error! Bookmark not defined.19  

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Revenue Accounting

SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

Revision / Amendment Number 2.0 (Final)

Revision / Amendment Date SECTION 1-5 31/05/2014/RS

Printed Controlled Document when PDF Page 3 of 12

2.5.7   CREDIT CARDS ACCEPTED BY SAA .............................................. Error! Bookmark not defined.20  2.5.8   CREDIT SALES PROCEDURES: CCCF ISSUANCE ........................ Error! Bookmark not defined.20  2.5.9   CCCF SUBMISSION PROCEDURE .................................................. Error! Bookmark not defined.21  2.6   POINTS TO REMEMBER WHEN COMPLETING THE CCCF ........... Error! Bookmark not defined.21  2.6.1   EXAMPLE OF COMPLETED CREDIT EXAMPLE CARD CHARGE FORMError! Bookmark not defined.21  2.7   FREQUENT ERRORS FOUND ON THE COMPLETION OF A CCCFError! Bookmark not defined.22  2.7.1   EXPIRED CREDIT CARD USED ....................................................... Error! Bookmark not defined.22  2.7.2   CLIENT UNDER OR OVER CHARGED ............................................ Error! Bookmark not defined.23  2.7.3   NO SIGNATURE ON THE CCCF ...................................................... Error! Bookmark not defined.23  2.7.4   INCORRECT CURRENCY CODE USED .......................................... Error! Bookmark not defined.24  2.7.5   INCORRECT CREDIT CARD CODE USED ...................................... Error! Bookmark not defined.24  2.7.6   NO CREDIT CARD NUMBER ON THE CCCF .................................. Error! Bookmark not defined.25  2.7.7   CCCF NOT VALIDATED AND CREDIT CARD NUMBER INCORRECTError! Bookmark not defined.25  2.7.8   NO APPROVAL CODE OBTAINED ................................................... Error! Bookmark not defined.26  2.7.9   NON-PAYMENT ON CREDIT CARD SALES .................................... Error! Bookmark not defined.26  2.7.10   CREDIT CARD TRANSACTION PROCESSED AS CASH ON BILLINGError! Bookmark not defined.27  2.7.11   INCORRECT CREDIT CARD REFLECTED ON BILLING ................. Error! Bookmark not defined.27  2.7.12   IMPORTANT: MASKING OF CREDIT CARD DATA ..................... Error! Bookmark not defined.27  2.7.13   ADM DISPUTES ............................................................................ Error! Bookmark not defined.27  SECTION 3 – SAABSP BILLING, DISPUTES AND CORRESPONDENCE ...... Error! Bookmark not defined.28  3.1   INTRODUCTION ................................................................................ Error! Bookmark not defined.28  3.2   HOW WE RECTIFY AN AGENT AND BILLING ERRORS ................ Error! Bookmark not defined.28  3.3   NAME CHANGE REQUESTS AS PER THE SAA NAME CHANGE POLICYError! Bookmark not defined.32  3.4   CREDIT CARD AS FORM OF PAYMENT REFLECTS ON THE TICKET BUT THE BILLING

REFLECTS AS CASH ........................................................................ Error! Bookmark not defined.32  3.5   TICKETS ISSUED WITH INCORRECT DEPARTURE POINT .......... Error! Bookmark not defined.32  3.6   INCORRECT TICKET NUMBER UTILIZED FOR REISSUE / EXCHANGE (DIFFERENT

PASSENGERS) .................................................................................. Error! Bookmark not defined.32  3.7   VOYAGER (FREE AWARD TICKETS AND AWARD UPGRADES) .. Error! Bookmark not defined.33  3.8   REVALIDATION ................................................................................. Error! Bookmark not defined.33  3.9   MAILING OF ADM / ACMS ELIMINATED DUE TO THE BSPLINK ... Error! Bookmark not defined.34  3.10   SAA POLICY ON BOOKINGS OUT OF SYSTEM RANGE ................ Error! Bookmark not defined.34  3.11   VALUED ADDED TAX (VAT) ............................................................. Error! Bookmark not defined.35  3.12   AUTHORISED BSP AGENTS USING SAA (083) DOCUMENTS ...... Error! Bookmark not defined.36  3.13   FARES / TAXES TOO LONG DUE TO DECIMALS OR ROUND THE WORLD (RTW) SECTORSError! Bookmark not defined.38  3.14   SERVICE LEVELS AND COST RECOVERIES ................................. Error! Bookmark not defined.39  3.15   OUR SUPPORT TO YOU ................................................................... Error! Bookmark not defined.39  3.16   COST RECOVERY FOR UNCONFIRMED UNACCOMPANIED MINORS/ELDERS/ MEDICAL

REQUIREMENTS ............................................................................... Error! Bookmark not defined.40  3.16.1   UNCONFIRMED MINORS AND ELDERS ......................................... Error! Bookmark not defined.40  3.16.2   OTHER REQUIREMENTS ................................................................. Error! Bookmark not defined.40  3.17   A TECHNICAL ADM ........................................................................... Error! Bookmark not defined.40  3.18   AGENT SERVICE FEES ARE NOT PERMITTED ON 083 ................ Error! Bookmark not defined.41  3.18.1   OPTION: POINT OF SALE DEVICE (POS) ....................................... Error! Bookmark not defined.41  3.18.2   OPTION: IATA TASF (TRAVEL AGENT SERVICE FEE) CARD SETTLEMENT & CASH

REPORTING SERVICE FOR IATA AGENTS .................................... Error! Bookmark not defined.41  3.19   SAA HEAD OFFICE REFUNDS ......................................................... Error! Bookmark not defined.42  SECTION 4 - FARE AUDITS .............................................................................. Error! Bookmark not defined.43  

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Revenue Accounting

SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

Revision / Amendment Number 2.0 (Final)

Revision / Amendment Date SECTION 1-5 31/05/2014/RS

Printed Controlled Document when PDF Page 4 of 12

4.1 FARE AUDITING: INTRODUCTION AND BACKGROUND .................... Error! Bookmark not defined.43  4.2 SAA SUPPORTS THE IATA RESOLUTION 850M ................................ Error! Bookmark not defined.44  4.2.1 SAA COMPLIES WITH THE IATA RESOLUTION 818G. .................. Error! Bookmark not defined.44  4.3   TRAFFIC DOCUMENTS SUBJECT TO FARE AUDIT ....................... Error! Bookmark not defined.45  4.4   SAA FARE AUDIT CATEGORIES ...................................................... Error! Bookmark not defined.45  4.4.1   VIOLATIONS AND HOW TO MINIMIZE SUCH VIOLATIONS .......... Error! Bookmark not defined.46  4.4.2   INVOLUNTARY SCHEDULE CHANGES FOR SA FLIGHTS ............ Error! Bookmark not defined.57  4.5   THE AUDITING OF REFUNDS .......................................................... Error! Bookmark not defined.60  4.5.1   AUTOMATED REFUNDS AVAILABLE TO TRAVEL AGENTS ......... Error! Bookmark not defined.60  4.5.2   KEY POINTS APPLIED WHEN CONDUCTING A REFUND AUDIT . Error! Bookmark not defined.62  4.5.3   ITEMS AUDITED BY THE REFUNDS AUDIT DEPARTMENT .......... Error! Bookmark not defined.64  4.5.4   ADDITIONAL IMPORTANT NOTES APPLIED TO THE AUDITING OF REFUNDSError! Bookmark not defined.66  4.6   PENALTY STRUCTURE FOR CARRIER IDENTIFICATION PLATE (CIP) VIOLATIONSError! Bookmark not defined.68  4.6.1   DESIGNATION AND SELECTION OF A TICKETING AIRLINE ....... Error! Bookmark not defined.69  4.6.2 CIP SELECTION NOTES ................................................................... Error! Bookmark not defined.70  4.6.3 DEFENITIONS AND EXPLANATIONS .............................................. Error! Bookmark not defined.72  4.7 GUARANTEED FARE INDICATORS .................................................... Error! Bookmark not defined.73  4.7.1 GALILEO (1G) .................................................................................... Error! Bookmark not defined.73  4.7.2 WORLDSPAN (1P) ............................................................................. Error! Bookmark not defined.74  4.7.3 AMADEUS (1A) .................................................................................. Error! Bookmark not defined.74  4.8 FARE AUDIT PROCESS ....................................................................... Error! Bookmark not defined.74  4.8.1 CONDUCTING OF FARE AUDITS .................................................... Error! Bookmark not defined.74  4.8.2 ISSUANCE AND DISTRIBUTION OF ADMS ..................................... Error! Bookmark not defined.75  4.9 QUERY AND DISPUTE PROCESSES AND TIME LINES .................... Error! Bookmark not defined.75  4.9.1 DISPUTE CHANNELS ...................................................................... Error! Bookmark not defined.75  4.9.2 FARE AUDIT QUERY LEVEL AND DISPUTE LEVEL ....................... Error! Bookmark not defined.76  4.9.3 ISSUANCE OF ACMS ........................................................................ Error! Bookmark not defined.78  4.10 GENERAL INCLUSIONS OF ADMS FROM THE DISPUTE PERIOD Error! Bookmark not defined.79  4.11 FARE AUDIT AND REFUND AUDIT FEES ........................................ Error! Bookmark not defined.79  SECTION 5 - REFUND RULES AND REGULATIONS ...................................... Error! Bookmark not defined.82  5.1 INTRODUCTION ................................................................................... Error! Bookmark not defined.82  5.1.1 COST OF SERVICES PROVIDED AND THE NUCLEUS OF THE REFUND POLICYError! Bookmark not defined.82  5.2 IATA APPOINTED AGENTS OR TRAVEL CONSULTANTS ................ Error! Bookmark not defined.83  5.3 BSPLINK REFUND APPLICATION PROCESSES FOR BSPZA .......... Error! Bookmark not defined.83  5.3.1 THE REFUND PROCESS .................................................................. Error! Bookmark not defined.84  5.4 ADMINISTRATION FEES AND CANCELLATION PENALTIES FOR REFUNDSError! Bookmark not defined.84  5.4.1 SAA HEAD OFFICE REFUNDS WILL ONLY PROCESS THE FOLLOWING TRAVEL AGENT

REFUNDS .......................................................................................... Error! Bookmark not defined.86  5.5 VOLUNTARY REFUND ......................................................................... Error! Bookmark not defined.86  5.6 INVOLUNTARY REFUND ..................................................................... Error! Bookmark not defined.87  5.6.1 TERMS AND CONDITIONS OF REFUNDS ...................................... Error! Bookmark not defined.87  5.7 FAILURE BY SAA TO PROVIDE CARRIAGE ...................................... Error! Bookmark not defined.88  5.8 REFUND PAYMENT OF TRAVEL DOCUMENTS BY AGENTS OR TRAVEL CONSULTANTSError! Bookmark not defined.88  5.8.1 VOLUNTARY REFUNDS ..................................................................... Error! Bookmark not defined.88  5.8.2 INVOLUNTARY REFUNDS ................................................................ Error! Bookmark not defined.89  5.9 PERSON TO WHOM THE REFUNDS WILL BE MADE ....................... Error! Bookmark not defined.89  5.10 RIGHT TO REFUSE A REFUND ........................................................ Error! Bookmark not defined.89  

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Revenue Accounting

SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

Revision / Amendment Number 2.0 (Final)

Revision / Amendment Date SECTION 1-5 31/05/2014/RS

Printed Controlled Document when PDF Page 5 of 12

5.11 CURRENCY ........................................................................................ Error! Bookmark not defined.89  5.12 METHOD OF REFUND PAYMENT BY AGENTS AND TRAVELLING CONSULTANTSError! Bookmark not defined.89  5.13 SUPPORTING DOCUMENTATION .................................................... Error! Bookmark not defined.90  5.14 THE REFUND OF LOST, STOLEN OR DESTROYED TRAVEL DOCUMENTError! Bookmark not defined.90  5.15 MEDICAL CERTIFICATES .................................................................. Error! Bookmark not defined.91  5.16 APPLICABLE FARES .......................................................................... Error! Bookmark not defined.91  5.17 REFUND AMOUNT ............................................................................. Error! Bookmark not defined.91  5.17.1 VOLUNTARY REFUND .................................................................... Error! Bookmark not defined.91  5.17.2 THE REFUND OF A DOCUMENT UPGRADEABLE TO THE NEXT HIGHER FAREError! Bookmark not defined.92  5.17.3 INVOLUNTARY REFUND ................................................................ Error! Bookmark not defined.92  5.18 AUTOMATED BSP REFUND PROCESSES ...................................... Error! Bookmark not defined.92  5.19 FEES CHARGED IN THE BSPZA MARKET ....................................... Error! Bookmark not defined.93  5.20 SPECIFIC REFUND REQUIREMENTS FOR H/O APPROVAL .......... Error! Bookmark not defined.93  5.20.1 INCORPORATION REFUNDS (ADVANCED) ................................. Error! Bookmark not defined.93  5.20.2 GROUP REFUNDS .......................................................................... Error! Bookmark not defined.94  5.20.3 LOST TICKET .................................................................................. Error! Bookmark not defined.94  5.20.4 UNUSED TICKETS .......................................................................... Error! Bookmark not defined.94  5.20.5 RETRO-ACTIVE REFUNDS WHERE APPLICABLE EG: STUDENTError! Bookmark not defined.94  5.20.6 VOLUNTARY AND INVOLUNTARY DOWNGRADING ................... Error! Bookmark not defined.95  5.20.7 AGENT ERROR – NEW TICKET ISSUED ....................................... Error! Bookmark not defined.95  5.20.8 PASSENGER LOST TICKET AND PURCHASED ANOTHER TICKET (FOI)Error! Bookmark not defined.95  5.20.9 FLIGHT INTERRUPTIONS OR CANCELLATIONS ......................... Error! Bookmark not defined.96  5.20.10 COMPANY DECLARED ................................................................. Error! Bookmark not defined.96  ANNEXURE A: ADMINISTRATION FEE AND CHARGES PER REGION ........ Error! Bookmark not defined.97  

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Revenue Accounting

SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

Revision / Amendment Number 2.0 (Final)

Revision / Amendment Date SECTION 1-5 31/05/2014/RS

Printed Controlled Document when PDF Page 6 of 12

1. OBJECTIVES / PURPOSE This policy allows for a transparent overview of the circumstances under which an Agency Debit Memo will be issued and explains the guidelines that South-African Airways applies to ensure the proper issuance of tickets, in compliance with our tariffs, rules, general conditions of carriage and other instructions provided by the airline. It further allows the airline to issue ADM’s to collect amounts for fare/refund/tax and charges under –collected by the issuing agents.

2. BACKGROUND South-African Airways as per the IATA requirement will publish their policy and procedure .The application of a sales audit ensures that the highest level of ticketing accuracy and compliance to the airlines policy and procedures as well as the Conditions of Carriage as set out by the airline.

3. SCOPE All 083 ticket stock documents issued by BSP agents world-wide as well as its approved General Sales Agents shall be included in the sales audit. Inclusive of the audit scope is the monitoring of GDS abuse.

4. AUDIENCE The policy applies to all our BSP and General Sales Agents world-wide appointed by South-African Airways to sell carrier services on behalf of South African Airways.

5. ENFORCEMENT As per the resolution all services sold pursuant to this agreement shall be sold on behalf of the Carrier and in compliance with the Carriers’ tariffs, Conditions of Carriage and written instructions of the Carrier as provided to the agent. The agent shall not in any way vary or modify the terms and conditions set forth in any Traffic Document used for services provided by the Carrier, and the agent shall complete these documents in a manner prescribed by the Carrier.

6. DEVIATION South African Airways does not encourage any deviations from conditions set out in the policy document as well as our Conditions of carriage.

7. NON-COMPLIANCE Non-compliance will result in an Agency Debit Memo or Internal Debit Memo to be issued to the issuing office.

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Revenue Accounting

SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

Revision / Amendment Number 2.0 (Final)

Revision / Amendment Date SECTION 1-5 31/05/2014/RS

Printed Controlled Document when PDF Page 7 of 12

8. COMPLIANCE REQUIREMENTS Compliance with this policy is mandatory to maintain integrity in SAA Revenue Accounting systems and compliance with IATA standards.

9. POLICY STATEMENTS The revised policy is effective from 01June 2014 and will be applied to all services sold on 083 ticket stock. An ADM may be issued to collect amounts where traffic documents have not been issued e.g. persistent GDS abuse.

10. RELATED DOCUMENTS The policy is subject to but not limited to the below publications South African Airways Conditions of Carriage Passenger Service Conference Resolution Passenger Agency Conference Resolution

11. GLOSSARY OF TERMS AND ABBREVIATIONS

Term Description

EMD Electronic Miscellaneous Document

IATA International Air Traffic Association

CIP Carrier Identification Plate

GSA General Sales Agent

12. INTRODUCTION South African Airways presents an updated and revised Fare Audit Manual, on an interactive and user-friendly platform. The platform was chosen to ensure ease of reference and to provide guidance and direction to our clients (both the travel trade and internal South African Airways departments who liaise with the travel trade). We, at South African Airways, understand the importance of our clients and internal departments understanding our policies and procedures and compliance thereof, and we trust that this manual will be a practical and functional tool to guide and direct our clients to a clearer and more concise understanding of these policies and procedures.

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Revenue Accounting

SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

Revision / Amendment Number 2.0 (Final)

Revision / Amendment Date SECTION 1-5 31/05/2014/RS

Printed Controlled Document when PDF Page 8 of 12

We maintain that the spirit of the written word will always be an important element in conducting our business notwithstanding changes to our systems or the refinement of our practices. The intention of this manual is to provide a balance between examples, clause and sub-sections to create a clear and concise understanding of the interpretation thereof, and is continually updated and amended to ensure compliance to our daily operational practice as well as any industry, governmental or IATA resolutions and regulations. As part of our review of Revenue Protection initiatives we have introduce a second pass audit and have appointed WNS Solutions to perform this task as and when required. I would like to express my gratitude and thanks to all who have contributed valuable time, effort and hard work to guarantee a product we are all proud of! Lastly to you our valued Agents, we thank you for selling and promoting South African Airways! Kind regards, The South African Airways, Passenger Revenue Accounting Team.

13. CONTACT DETAILS: SAA REVENUE ACCOUNTING DEPARTMENTS

HEAD OF REVENUE ACCOUNTING: Mr. George Mellett SENIOR SECRETARY TO HEAD OF DEPARTMENT: Ms. Anna-Marie Botha Tel: (011) 978 1268 Fax: (011) 978 1270 [email protected] SENIOR MANAGER AREA NAME TEL NO FAX NO E-MAIL Sales Processing Mr. Pierre Van Der

Westhuizen Tel: (011) 978

1279 Fax :

(011) 978 1270

[email protected]

TICKETING SUPPORT: Revenue Accounting Ticketing Support MANAGER: Miss Madelein Vorster AREA NAME TEL NO FAX NO E-MAIL BSP , DPC Refund Rejections, PTAs and Correspondence. Refer to Section 3

SAABSP Tel: (011) 978 3600

Fax: (011) 978 1235

[email protected]

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Revenue Accounting

SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

Revision / Amendment Number 2.0 (Final)

Revision / Amendment Date SECTION 1-5 31/05/2014/RS

Printed Controlled Document when PDF Page 9 of 12

of this manual. SALES PROCESSING (BSP, OVERBOARDER AND OWN STATION SALES) SALES PROCESSING MANAGER: Mr. Gordon Harrison AREA NAME TEL NO FAX NO E-MAIL Rapid ((Revenue Accounting Proration Interline Billing and Decision support) Rejections

Louisa Olivier Tel: (011) 978 1233

Fax: (011) 978 1156

[email protected]

SALES ACCOUNTING AND CREDIT CARD BILLINGS ACCOUNTS CONTROL MANAGER: Mrs. Santha Moodley AREA NAME TEL NO FAX NO E-MAIL

Bank ( Credit Card) Charge backs queries. Refer to Section 2 of this manual.

Basil Veldsman

Tel: (011) 978 1153

Fax: (011) 978 1156

[email protected]

REFUNDS DEPARTMENT Refunds Processing Manager: Mrs. Nomsa Keforilwe SAA Refunds Address: SAA REFUNDS DOCEX 302 JOHANNESBURG AREA NAME TEL NO FAX NO E-MAIL Team Leader. Refer to Section 5 of this manual.

Domestic / International

Tel: (011) 978-1786

Fax: (011) 978-1784

[email protected] or [email protected]

REVENUE PROTECTION: REVENUE PROTECTION: : Mrs. Raylene Saggeus AREA NAME TEL NO FAX NO E-MAIL CIP (TICKETING AUTHORISATION)

Nani Masigo Tel: (011) 978 6036

Fax: (011) 978 1235

[email protected] or [email protected]

BLACKLISTING OF 083 DOCUMENTS

Nani Masigo - Fax: (011) 978 1235

[email protected] or [email protected]

SALES NOT REPORTED queries

Tel: (011) 978 6036

Fax: (011) 978 1235

Refer to ADM instruction

ZERO OCTA ADM / WNS ACM/ TAX / REFUND AUDIT / World-wide queries and disputes. Refer to Section 4 of this manual.

ZERO OCTA (ZO) WN Solutions

- + 44 (0) 2087832391 + 44 2076552106

[email protected] [email protected]

FARE AUDIT Queries (other then Zero Octa ADMs)

Salomé Karamalidis

Tel: (011) 978 5235

Fax: (011) 978 1235

Refer to ADM instruction

PTA / MCO Over and Under Utilisation

- - - Refer to ADM instruction

OTHER SALES AND FLOWN REVENUE ACCOUNTING MANAGERS

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SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

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Revision / Amendment Date SECTION 1-5 31/05/2014/RS

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AREA NAME TEL NO FAX NO E-MAIL DOCUMENT CONTROL & Flown Processing

Mrs. Caroline Potsane

Tel: (011) 978 9079

Fax: (011) 978 1007

[email protected]

INTERLINE PROCESSING

Mrs. Felicity Sekoto Tel : (011) 978 1240

Fax : (011) 978 1007

[email protected]

Quality Control Mrs. Anne Midoux Tel : (011) 978 1325

Fax : (011) 978 1007

[email protected]

14. OTHER IMPORTANT SAA DEPARTMENT CONTACT DETAILS SOUTH AFRICAN AIRWAYS Head Office: JOHANNESBURG Airways Park, Jones Road, O R TAMBO International Airport Private Bag X13, O R TAMBO International Airport, Republic of South Africa, 1627 RESERVATIONS Trade Support: (Travel Agents only) Share Call 0860 102 705 Fax: (011) 978 2653 Domestic Fares Share Call 0860 102 705 Fax: (011) 978 2653 International Fares Share Call 0860 102 705 Fax: (011) 978 2653 Central Reservations: (General Public calls only)

Tel: (011) 978 1111 or share call: 0861 606 606

Fax: (011) 978 1106

Cargo Tel: (011) 978 3366 Fax: (011) 978 3847 GROUPS Groups Sales Tel: (011) 978-1100 Fax: (011) 978-1702 Groups Sales e-mail [email protected] SALES

Sales (Trade Support) Tel: 0860 102 705 Marketing / Sponsorship Queries Tel: (011) 978 6899 Fax: (011) 978 9183 Customer Care 0860 003 146 (toll free)

Tel: (011) 978 2888 Fax: (011) 978 9567 / 9572

Customer Care E-mail Address [email protected] or [email protected]

Voyager Service Centre Tel: (011) 978 1234 Fax: (011) 978 1551 Blue Tier

Toll Free 0800 003 145 Tel: (011) 978 1234

Silver And Gold Tier

Toll Free 0800 600 572 Tel: (011) 978 1212

Platinum And Lifetime Platinum Toll Free 0800 004 570 Tel: (011) 978 1555

Voyager Program Contact Numbers Travel Agents Phone (Tickets only) Tel: (011) 978 9231/978 9459/978 9485/ 978 6294

Fax: (011) 978 9065 (collection of tickets only)

Awards E-mail: [email protected] Fax: (011) 978 1825/1551

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SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

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Revision / Amendment Date SECTION 1-5 31/05/2014/RS

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Corporate Sales support / Travel rands Tel: (011) 978 3620 Fax: (011) 978 2018 Travel Rands E-mail address [email protected] Sales & Support Tel: (011) 978 2057 Fax: (011) 978 1060 Sales & Support E-mail address [email protected]

JNB INTERNATIONAL AIRPORT: International check-in Tel: (011) 978 2089/2361 Domestic check-in Tel: (011) 978 3625/2087 Passenger Services DOM. Tel: (011) 978 2582/1367 Ticket Sales INT. Tel: (011) 978 9356/2469/9355 Flight Inquiries (ACSA) Tel: 086 727 7888 Lost Baggage / Claims 0800 003 445 (toll free)

Tel: (011) 978 3733/1376 Fax: (011) 978 1853

PTA office Tel: (011) 978 3600 Refunds Tel: (011) 978 1786 Visit our website www.flysaa.com Flysaa.com Call Centre Tel: 086 459 722 (for online queries)

Western Province

Cape Town Reservations Tel: (021) 936 1111 - General

Public

International Fares Share Call: 0860 102 705 Cape Town International Airport

Physical Address Terminal 5, CPT International Apt Postal Address P O Box 72, CPT Int. Apt, 7525 Senior Manager Tel: (021) 936 2164 Fax: (021) 936 2144 Reception Tel: (021) 936 2111 Fax: (021) 936 2340 Marketing & Sales Tel: (021) 488 5000/9 Sales & Support - CPT E-mail address: [email protected]

Tel: (021) 488 5000/9 Fax: (021) 424 3779

Team Leaders Domestic Tel: (021) 936 2621 Manager on Duty (Dom) Tel: (021) 936 2201/1104 Manager on Duty (Int) Tel: (021) 936 2379 Passenger Services (Dom) Tel: (021) 936 2216/2025/3131 Passenger Services (Int) Tel: (021) 936 2358 Lost Property - Dom (06h00 - 21h00) Tel: (021) 936 2202/2203/2891 Fax: (021) 936 2535

Lost Property - Int (07h00 - 21h00) Tel: (021) 936 2301 / 2525 Fax: (021) 936 2527

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SALES AND FARE AUDIT AGENT MANUAL

Reference Number SAA-RS-01 JUNE 2014

Effective Date 2007

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Revision / Amendment Date SECTION 1-5 31/05/2014/RS

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Windhoek: Reservations & Ticketing: Tel: +(26461) 273340 Sales & Admin Tel: +(26461) 273350

Kwazulu Natal

Durban Reservations Tel: (031) 250 1111 - General Public International Fares Share Call: 0860 102 705 Sales & Support for DUR/ADMIN E- mail address: [email protected]

Tel: (031) 450 2256

Fax: (031) 201 2933

Durban International Airport Check-in Domestic Tel: (031) 450 2336 Fax: (031) 450 2029 Passenger Services Tel: (031) 450 2042

Tel: (031) 450 3388 Fax: (031) 450 2029

Reception Tel: (031) 450 2210 Fax: (031) 450 2029 Baggage Enquiries Tel: (031) 450 2217/2207 Fax: (031) 450 2347

Eastern Cape

Eastern Cape East London Reservations Tel: (043) 700 1111 International Fares Share Call: 0860 102 705 Fax: (043) 736 2790 Passenger Services Tel: (043) 706 0211 Fax: (043) 736 2790 Airport Team Leader Tel: (043) 706 0218 Fax: (043) 736 2790 Lost Property Tel: (043) 706 0216 Port Elizabeth: Reservations Tel: (041) 507 1111 Fares Share Call: 0860 102 705 Sales & Support - PE E-mail address: [email protected]

Tel: (041) 507 7376/7366

Fax: (041) 507 7288

Passenger Services Tel: (041) 507 7201 Tel: (041) 507 7345

Fax: (041) 581 1250

Airport Team Leader Tel: (041) 507 7298 Lost Property Tel: (041) 507 7227 Fax: (041) 581 1250