Agency Debit Memos

1. SunExpress General Information
2. ADM (Agency Debit Memo) Issuance
3. ADM Dispute Handling
4. ACM (Agency Credit Memo) Issuance
5. ADM Reasons
5.1 Booking
5.2 Fare Audit
5.3 Exchange Audit
5.4 Plating Violation
5.5 Commission Audit
5.6 Taxes, fees and surcharge Audit
5.7 Refund Audit
5.8 Unreported Sales/Double Usage
5.9 Usage
5.10 Chargebacks
6. Contact Information
7. Glossary

1. SunExpress General Information

Agency Debit Memos (ADM) are a legitimate accounting tool used by all BSP (Billing and Settlement Plan) Airlines to collect amounts or make adjustments to Agent transactions related to the issuance and use of Standard Traffic documents issued by the Agent, regardless of whether the transactions are processed via GDS, B2B or B2C platforms. Alternative uses of Agency Debit Memos may exist, provided that consultation has occurred either individually with the Agent, with the local representation of the Agent, or through the applicable local joint consultative forum.

SunExpress publishes its respective ADM policies per market on BSP. These policies apply to GDS, B2B and B2C transactions and are in line with IATA Resolution 850m (Passenger Agency Conference Resolutions Manual). All provisions of the resolutions agreed by the Passenger Agency Conference will apply.

2. ADM (Agency Debit Memo) Issuance

Agency Debit Memos (ADM) provide a detailed explanation of the charge being applied. A complementary document, which outlines the reason for the debit and includes charge details, is attached to the respective debit memo. The ADMs also provide contact information for the departments knowledgeable about the debit memo and give further details regarding the reason behind the charge.

Agency Debit Memos will only be processed through BSP if issued within nine months of the final travel date. Any debit actions initiated after this period will be handled directly between BSP Airline and the Agent, for example, through the issuance of an invoice. Whenever possible, corrections for XQ transactions should be aggregated into a single ADM with daily uploads into BSP-Link. This means that an ADM may cover multiple corrections for more than one ticket. The ADM fee is applied only once per ADM, regardless of the number of corrections included.

To cover the costs of the audit process, a fixed ADM administrative fee of 10 EUR or the equivalent may be added to each ADM, whether processed through GDS, B2B or B2C platforms.

3. ADM Dispute Handling

In accordance with IATA Resolution 850m, an agent shall have a maximum of 15 days in which to review and dispute an ADM. For SunExpress disputes of ADMs are to be handled via BSP Link Debit Memo Manager within the given set-up after reception of the ADM, indicating the reason for dispute and including supporting documentation. Disputed ADMs will be clarified in a timely manner, limited to within 60 days maximum in BSP Link debit Memo Manager. In case of rejected disputes, detailed information and explanations about reasons for rejection will be provided to the Agent.

4. ACM (Agency Credit Memo) Issuance

If Agency Debit Memos are found to be unjustified, an Agency Credit Memo (ACM) will be issued to credit the respective amount. This applies only if the ADM has already been billed. If the ADM has not yet been billed, it will be cancelled. In cases where over-collection in fare is discovered with a ticket or ticket reissues/exchange that requires corrections in favor of the customer, an Agency Credit Memo can be issued upon request by the Agent. Such ACM requests will be issued against a fee.

5. ADM Reasons

5.1 Booking

Booking Manipulation refers to the improper or deceptive management of reservations within a GDS/ B2B/ B2C booking system to gain an unfair advantage.
DOB entry is missing in PNR: All ticket issuing offices are responsible for carefully checking all eligibility requirements according to fare rules. In order to avoid misuse and ensure revenue integrity the DOB (date of birth) information is mandatory for the following discount/fare types:
- Infant Discounts (IN)
- Children Discounts (CH)

Infant/Child Passenger: There is a special type code for infants (INF) and children (CHD) traveling with an adult passenger. The date of birth of the infant/child must always be included.

Inactive Segments refer to flight segments in a PNR (Passenger Name Record) that are no longer valid or have been changed by the airline but remain in the booking system without being updated or removed by the travel agency. If a reservation is affected by a flight change, cancellation, or ticketing time limit, SunExpress Airlines sends a notification to the agent's GDS queue. The agent must accept the changes in the PNR and cancel any inactive segments (UN, UC, NO, HX, WK, WL, WN) at least 24 hours prior to departure.
Speculative / Fictitious Bookings (bookings containing fictitious names)
These are classified as reservations where a booking is made in GDS, B2B or B2C platforms using fictional names or codes, with no intention of travel and not associated with a passenger's request to purchase a ticket. Additionally, creating such PNRs to hold or block reservations due to anticipated demand, customer hesitation, or for any other reason – especially to bypass SunExpress Airline's fare rules or policies – is prohibited. Travel service providers must refrain from creating fictitious, test, or training bookings in the live GDS, B2B or B2C environment, as this prevents airline seats from being sold.
Block Bookings (option bookings on a particular flight, several times in a row), taking advantage of ticketing time limits.
Fake Ticket Number refers to an invalid, fabricated, or non-existent ticket number entered into a Passenger Name Record (PNR) in a GDS (Global Distribution System) to bypass system restrictions or hold a reservation without proper ticket issuance.
Churning refers to the practice of repeatedly booking and canceling the same itinerary (in the same or different classes of service) in one or more passenger name records (PNRs) or through GDS/B2B/B2C platforms.
This is prohibited for any reason, including extending ticketing time limits, holding inventory, fare shopping, or meeting GDS/B2B/B2C productivity targets. If identified, it may result in charges per segment and significant invoice amounts. If a booking is made 5 or more times, all existing bookings will be canceled, and penalties will be applied starting from the 9th cancellation.
No-show without ticket, refunded or voided ticket:
A no-show happens when a passenger misses their flight or when a travel agent does not cancel a booking, whether it is ticketed or not. If the passenger fails to board the first leg of the flight, a warning message will be sent out and the rest of the itinerary will be canceled after a specific time.
Dupe Bookings Duplicate bookings refer to creating multiple reservations for the same passenger, whether for identical or different itineraries, on the same or different flights, within the same time frame. This includes any bookings made in the same class of service or format. Additionally, making reservations that cannot logically be used on each segment across one or more PNRs or through GDS/B2B/B2C platforms is prohibited. Travel agents must not create duplicate bookings for any reason, nor should they duplicate bookings from other agencies or CRS/GDS systems. If a duplicate booking is detected, the agency will receive a warning for confirmation, and the PNR will be automatically canceled if no response is received.
Married Segment Abuse manipulating flight segments that must be sold together to bypass pricing rules
Hidden City Ticketing a practice where a passenger books a flight with a layover but disembarks at the layover city instead of the final destination to take advantage of lower fares

For the above-mentioned cases, SunExpress will charge 25 EUR before departure per flight segment. SunExpress will charge the net fare of the fare class if no show has been produced after departure.

5.2 Fare Audit

Incorrect fare application and combinability (e.g., routing or sales restrictions)
Incorrect fare value (under-collection)
Non-compliance of fare rules e.g., minimum/maximum stay, advanced purchase rules
Seasonality, flight applications
Codeshare flights not allowed on specified routings, fares
Incorrect Fare Base Code, Ticket Designator & incorrect or missing Tour operator Code
Open or wait-listed sectors (where reservation is required)
Free baggage allowance discrepancies
Incorrect form of payment according to contract