[يونس2008]

السلام عليكم

تعميم من لوفتهانزا



Booking errors cost Lufthansa 7 million € a year

Imagine if every year 2,000 fully booked Airbus A380s took off without a single passenger on
board. This is exactly what would happen if we do not take action against booking errors. For
this reason we kindly ask you for your support to avoid unnecessary costs — both for your
travel agency and for Lufthansa.

Every year Lufthansa faces more than 1 million misused booking segments which according
to the IATA Travel Handbook and IATA Resolution 830a, are considered to be misuse. As a
consequence, Lufthansa decided in 2010 to introduce a ‘Compensation fee for booking
misuse’ in some countries. It is charged to travel agents through ADM. This is an established
practice that has been used for years by many airlines throughout the world. Lufthansa
intends to introduce the fee worldwide in all markets later this year.

At this point, we would like to make some improvements in terms of process and definition.

Our target is to achieve a clear understanding and acceptance of the Compensation Fee by
Agents and thereby also reducing time and costs incurred.


Compensation fees — what needs to be taken into account from 01MAY14 onwards.

Travel agents will be charged the following amounts for booking errors:

Booking error Charge or compensation fee
Inactive segments 5 euros per passenger / segment
Fictitious Names 5 euros per passenger / segment
TTL Bypass – Fake Tickets / Churning 10 euros per passenger / segment
No Shows 5 euros per passenger / segment

Definitions

Inactive Segments

Inactive Segments: Changes to itinerary segment status resulting in Inactive Segments
require action and must be removed from PNR face at least 24 hours before departure. This
includes cancelling ticketed or non-ticketed segments with a status code of HX (holding
cancelled), UC (unable, flight closed), UN (unable, flight cancelled), NO (no action taken).
Segments with an inactive status codes will be charged.


Fictitious Names and other Speculative Bookings

Customers’ full first and last names are required in all bookings. Administrative Bookings or
Bookings to make a quotation should be done with ghost segments. Test and Training PNRs
can be done in the GDS training mode.
Travel Agencies should not make any speculative bookings using fraudulent or fictitious
names. This includes valid surname followed by initials and fictitious or celebrity names.
Segments with fictitious or incomplete first and/or last names will be charged.



Ticket Time Limit Bypass

Travel Agencies must issue a valid ticket or cancel the PNR by the applicable Ticket Time
Limit. Lufthansa uses an automatic programme to cancel segments when ticketing has not
occurred, however, the travel agency is responsible for any non-ticketed PNR booked and
Lufthansa determines to be No-Show.
Bypassing a Ticket Time Limit will be charged.


Ticket Time Limit Bypass: Fake Ticket Number

The travel agency must issue and report a valid ticket number for the customer and itinerary
in the PNR. It is not allowed to provide a ticket number that does not match the customer
and/or itinerary to circumvent ticketing requirements or to satisfy a Ticket Time Limit.

Ticket Time Limit Bypass: Churning

The travel agency must not engage in excessive or constant book/cancel activity to
circumvent ticketing requirements or to satisfy a Ticket Time Limit. Cases where a new
booking is done before cancelling the old one will be charged.


No shows

The travel agency is responsible for any non-ticketed PNR booked and not cancel and
Lufthansa determines to be No-Show. No Shows without a ticket, with a voided, refunded or
fake Ticket will also be charged.