RJ will audit all bookings made by Travel Agents on any GDS on an RJ flight for the purpose of identifying violations to RJ’s Booking Policy where these violations result in RJ incurring unnecessary GDS costs or result in inventory spoilage and wastage.
The policy will apply on all bookings created on any flight with an RJ designator code (including *RJ code share flights) regardless if the itinerary is ultimately ticketed.
RJ is publishing its GDS Booking & Ticketing policies to elevate awareness amongst Travel Agencies on best practices and the unfavoured consequences to violations.
Adherence to booking guidelines will benefit RJ as well as the Travel Agents community. Emphasis has been placed on issues that should be avoided by Travel agents to avoid RJ unnecessary GDS fees and as such avoiding agents being debited by RJ for the incurred unnecessary cost.
Churning is the act of repeatedly cancelling and rebooking the same or different itinerary for the same or on different classes across one or more GDSs. This practice is unacceptable by RJ for any reason whatsoever, including but not limited to:
- Extending Ticket Time Limits
- Circumventing Fare Rules
- Holding the inventory in anticipation to a more competitive fare
RJ will be charged by the GDSs for each cancellation whether the itinerary gets eventually ticketed or not. RJ considers churning unacceptable practice. Travel Agents engaged in such practice will be subject to Churning Cost Recovery Charge in accordance to the Cost Recovery Scheme set below
Note: When creating a new record using the “Lowest Fare” entries, all changes should be done before ending the transaction. Changing the classes of service after end of transaction will result in unnecessary GDS transaction fees.
Fictitious bookings created using fictional names for whatever reason are prohibited.
e.g. names: DONALD/DUCK, CHECK/MARK, AHMAD/MONA …etc.
Are bookings created for the purpose of securing a visa or to secure space for a passenger’s indecisiveness on a specific date of travel or for securing space to meet speculated demand.
RJ considers such practices an “intentional wastage” to its inventory. These PNRs are subject to an Administrative and Cost Recovery Charge is accordance to the Cost Recover Scheme set herein below.
Creating PNRs using active sell segment status codes for the following purposes is strictly prohibited, Training purposes. Instead, please check with your GDS support on how to sign-in “Testing mode” when training your personnel.
- Fare-quoting (pricing) purposes. Instead, please use non-billable segment states codes or Fare Quotation entries.
- Verify ticket time limits or test RJ responses. Instead, please consult RJ Sales Representatives in your area.
RJ will be charged by the GDSs for each segment booked and cancelled whether these segments get ticketed or not. Travel Agents creating Training or Test PNRs will be charged by RJ with the relevant Cost .so Agents
Kindly asked to use the Test system.
Groups may only be booked by RJ’s Local Group Desk.
It is prohibited to create multiple bookings in anticipation to secure space for a speculative Group PNR as such all bookings will cancelled and travel agent will be charged with the relevant cost.
No-show or Excessive Refunded/Void Tickets
PNRs created and tickets voided or refunded as passenger(s) no longer need the itinerary should be cancelled immediately.
Voiding and refunding tickets for the purpose of circumventing fare, fare rules, ticket time limits or blocking space is prohibited
No-show segments for un-ticketed or previously voided/refunded are wasted inventory. Travel Agents creating these PNRs will be charged by RJ with the relevant Administrative and Inventory Wastage Charges in accordance to the Cost Recovery Scheme set below. And the Agent will bear the fare difference .
Duplicate bookings created by a Travel Agent across one or more GDS, for the same passenger or any number of passengers, on one or multiple PNRs are prohibited including, but not limited to:
- Identical itineraries on the same or different flight numbers for the same or different Booking class or cabin
- Itineraries with multiple segments where it is logically impossible to travel
In case the itinerary has a confirmed booking on a higher class, and a lower class is waitlisted, the waitlisted segment will be systematically excluded from any “waitlisting clearance.”
In case the itinerary has a higher class waitlisted and a confirmed booking on a lower class, the lower class segment will automatically be cancelled once the higher class is confirmed.
If the waitlist is cleared and PNR was not ticketed, the same or an earlier Ticket Time Limit will apply. If the PNR was previously ticketed, a new Ticket Time Limit will be triggered. Please ensure you reissue the ticket prior to the Ticket Time Limit expiration.
RJ will change the status code to a waitlisted PNR that can not be cleared to the status code “UC/HX” (unable to confirm) at least 36hours prior departure.
Travel Agents should remove the inactive “UC/HX” code immediately and upto 24hours prior departure otherwise will be charged with the relevant cost.
When a passenger requires a change of reservation, the Fare Rules are to be applied (MIN/MAX Stay, etc) and any Reservation Change Penalties or difference in fare.
If no reservation change penalty applies and/or no change in class, then ticket may be revalidated by RJ www.rj.com. Please contact the nearest RJ office for a revalidation after verification to applicable collections.
Inactive segments result in unproductive segment fees which are charged to RJ by GDSs. These segments include the status codes: * HX, NO, UN, US, UC, UU, DL, WK, WL, WN, TL,TK ;In all cases ,the inactive segments that are not cancelled 72 hours prior to departure Will be considered a violation to Royal Jordanian policy and travel Service provider will be Charged the cost of such practice. Inactive segment not cancelled are subject to debit memos.
Inactive segment remaining the PNR within 24 hours prior to departure and un ticketed are subject to fee.
- HX: Holding cancel
- NO: No action taken
- UN: Unable, does not operate
- US: Unable to accept sale
- UC: Unable flight closed - have not wait listed
- UU: Wait list have wait listed
- DL: Delete segment from face of PNR
- WK: Cancellation from waiting list
- WL: Was waitlisted
- WN: Was needed due to schedule change
- TL: Advise time change on waitlisted segment
- TK: Confirming - advise passenger new times
Royal Jordanian Airlines will charge back travel service providers for cancellation fees if the cancellations volume exceeds 5% of booking. It is in the best interest of each Travel agent to service genuine booking and minimize cancellations to avoid the charge back of GDS cancellation fees. Monthly report will be issued by Royal Jordanian Airlines for each travel service provider summarizing the cancellation volume and fees that will be charged back by Royal Jordanian through an agency Debit memo (ADM).
A PNR for a passenger (active segment) must not be created in a GDS with the intention to drive tickets (passive segments) for the same passenger in another GDS. If a Travel Agency has multiple CRSs, then it must ensure that reservations are made through the same CRS it intends to use for ticketing.
Travel agency must only enter the applicable status code for a passive segment created for ticketing purposes.
Non-BSP Travel Agents must not use passive segments, in all cases, it is mandatory to match all information, names, booking classes, and ticket numbers; failure to do so means the ticket number will not be generated to the PNR and consequently the PNR will be cancelled at TKTL.
Travel agents will be charged with the relevant cost for such actions.
Secure Flight is a behind-the-scenes program developed by the Department of Homeland Security (DHS)/Transportation Safety Administration (TSA), to enhance the security of domestic and international commercial air travel through the use of improved watch-list matching. It is designed to improve the travel experience for all passengers, including those who been misidentified in the past. e.g. DOCS (passenger passport information).to insure all of that Travel Agent and RJ staff should add the correct passport information ,and they will be liable for any expenses and penalties if occurred by the wrong or fake information .
Married segments are two or more segments tied together (indicated in the PNR) - for more specific information please contact your GDS. Those segments are sold from availability display as a connection and the marriage must not be separated under any circumstances. Travel Partner is not permitted to circumvent CSA’s Married Segments Control logic.No Shows, or Bookings on the day of departure without instant ticketing
It is prohibited to create No Shows on RJ flight. Travel Partner is required to make sure that all bookings are ticketed within the ticket time limit set by RJ. No bookings created on the day of departure without instant ticketing are permitted.
Travel Partner is responsible for working all queues properly on a regular basis and is responsible for informing its clients regarding any changes in the PNR affecting passenger’s travel.
*Un-ticketed booking resulting in no show
Including but not limited to:
- Not removing segments from PNR when that portion of the Ticket is refunded/voided.
- Booking of multiple alternatives of one trip within one Office ID (this can be avoided by checking passenger name, date, flight etc.).
*EMD (Electronic Miscellaneous Document) issuance:
The correct reason for issuance code and reason for issuance sub-code should be used by travel agent, as per the codes distributed by RJ to the market.
Uncommitted Bookings are bookings not finalized with EOT (End of Transaction). If they are held longer than the usual time necessary to close the sale, seats are blocked in RJ’s inventory and RJ risks being priced out and not able to sell such seats. Hence we regularly monitor the number and time of seats being held. We assume 30 minutes would be the average time for closing a sale. Uncommitted bookings held longer than average are interpreted as non-active bookings blocking seats in RJ´s inventory.
Bookings are to be cancelled immediately when the customer stops the sales process. Double or Multiple bookings for one and the same passenger are not allowed. In future Royal Jordanian will retain the right to close sessions of uncommitted bookings:
- Held longer than the time needed for sale where RJ assumes risk of not being able to (re)sell them
- Close booking sessions where the agent holds uncommitted seats in different booking classes (RBDs) on one flight.
RJ reserves the right to take preventative measures, including but not limited to, inhibiting access to its inventory, by any Travel Agent engaged in booking malpractices.Cost Recovery and Administrative Fees
Depending on the type of violation, RJ will charge the Travel Agency the relevant Cost Recovery Fee. Mentioned in the table below
Note: there will be 10 $ charge fee per ADM raised by RJ
|Violations||Cost Recovery Fee||Inventory Wastage|
|Churning||US$20 per segment, per passenger|
|Fictitious, Speculative, Test or Training Bookings||US$20 per segment, per passenger||J/class: US$300 per segment per passenger |
Y/class: US$50 per passenger per segment
|Group Booking||US$20 per segment, per passenger||J/class: US$300 per segment per passenger |
Y/class: US$50 per passenger per segment
|No-show and cancellation twice or more within 24hours for a non-ticketed segment||US$ 30 per segment, per passenger|
|Inserting fake passport information or incorrect (DOCS ) |
Secure Flight Passenger Data (SFPD)
|US $300 per passenger|
|Excessive Void/refund for Ticketed segment within 24hours prior departure||US$50 per segment per passenger|
|Duplicate Bookings||US$10 per segment, per passenger|
|Inactive Segments||US$10 per segment, per passenger|
|Passive Segments by non-BSP||US$10 per segment, per passenger|
|O&D violation and marriage segment breaking||US$300 per segment, per passenger, plus difference for the O&D violation and for marriage segment breaking|
|EMD (Electronic Miscellaneous Document) abusive||full correct EMD value will be raised|
In the case of fare violation or issuing separate tickets to get a lower fare instead of a two way ticket an ADM ,Will be raised against the agent in difference between the fares.
RJ will require a Travel Agent that violates the above policies to sign a Letter of Intent to ensure compliance to RJ’s Booking policies as a condition to reinstate access.
RJ reserves the right to use the current Debit Memo processes or other methods of settlement to recover the fees associated with booking policy violations.
RJ reserves the right to change the structure of the Cost Recovery Scheme or modify the amounts related as set hereinabove.