ADM policy
DEFINITIONS AND ABBREVIATIONS
Direct Agents - Agents selling transportation / services on the terms of a direct (bilateral) Agency agreement concluded with them with SCAT Airlines JSC.
AGENCY COMMISSION - is the amount paid to the Agent as full compensation for services rendered to the Carrier.
COMPUTER RESERVATIONS SYSTEM (CRS) - is a real-time information system providing data on fares, flight schedules, seat availability, and enabling subsequent reservation and issuance of airline tickets.
PASSENGER SEGMENT - is an air transportation of one passenger on one segment.
CARRIER - is an aviation company registered in accordance with the laws of a country, engaged in regular and/or charter transportation.
TRAFFIC DOCUMENT (TD) - ET, EMD, on which the transportation or service is documented, electronic passenger ticket (ET) itinerary/receipt, electronic miscellaneous document (EMD) receipt for various charges, confirming payment for transportation or service.
CLAIMS MANAGEMENT POLICY (ADM POLICY) - is a document regulating work with agent network, including a list of possible violations (non-compliance with fare conditions, reservation rules, sales, etc.) with corresponding penal sanctions, as well as the procedure for their resolution.
SEGMENT - is one direct flight between a pair of cities (airports).
SUBAGENT - is a legal entity or individual with whom the Agent has an agreement on registration and sale of the Carrier's transportation. This person shall operate in accordance with the rules and instructions of the Carrier. The Agent shall remain responsible to the Carrier for the actions of this person.
TCH is the executive management body within the Air Transport Settlement System (ATSS), responsible for carrying out tasks assigned by the conferences of the participants of the Air Transport Settlement System (ATSS) and the Supervisory Council of Airlines for Settlements (SCAS), which serve as the legislative governing bodies of the ATSS.
IATA is the International Air Transport Association.
DOCS - is passenger's passport details (document type/country of issuance/document number/nationality/date of birth/gender/document expiry date/last name/first name).
DOCO - is visa details (document type/document number/document issuance place/document issuance date/document destination country/last name/first name).
DOCA - is a format for transmitting the first address of a tourist in the destination country upon arrival (address type/country/address/city/state or province/postal code/last name/first name).
FOID - is brief information about the passport/identity document number.
AGENCY CREDIT MEMO (ACM) is a claim accepted by the Carrier, issued in favor of the Agent.
AGENCY DEBIT MEMO (ADM) is a claim issued by the Carrier to the Agent.
BSP - is a method through which the issuance and provision of standard transportation documents and other reporting forms, as well as settlements based on these documents, are carried out between participating airlines of the BSP system on one side, and accredited agencies on the other, as described in the Passenger Transportation Sales Rules for Agencies (IATA Resolutions 800, 812, 818g) and in the Resolution.
IATA 850 - BSP Mutual Settlement System, as well as its appendices.
BSPlink is an Internet-based platform system created on behalf of IATA, functioning to provide Agencies and Airlines access to information regarding their participation in the BSP system, as well as for facilitating the exchange of information between individual Airlines and Agents.
1. GENERAL PROVISIONS
1.1. ADM policy applies to:
1.1.1. Direct Agents;
1.1.2. Agents operating through the BSP system;
1.1.3. Agents working through the TCH system.
1.2. This ADM Policy shall be published via:
1.2.1. The Airline's own website https://www.scat.kz ;
1.2.2. The IATA portal;
1.2.3. The TCH website.
1.3. This ADM Policy has been developed in accordance with:
1.3.1. Rules, technologies, policies and instructions of the Carrier.
2. MAIN PRINCIPLES OF CARRIER'S ADM POLICY
2.1. The list of violations and corresponding penalty sanctions of the Carrier is provided in Appendix 1.
2.2. The Carrier and the Agent interact within the framework of claims management according to the following scheme:
2.3. The carrier shall issue an ADM as follows:
2.3.1. The Carrier has the right to issue ADMs to the Agent within 12 months from the departure date of the first flight segment, except for carriages involving other Airlines (in this case, within one year from the date of invoice presentation by other Airlines). For transportation documents for which a refund has been made, the Carrier has the right to issue ADMs to the Agent within one year from the date of the refund transaction.
2.4. An Agent can dispute an ADM within the following timeframes:
2.4.1. For Agents: twice and only through a "Reduction/Cancellation" request. The first time within 20 calendar days from the moment of issuing the ADM. In case of refusal to cancel the ADM, the Agent can resubmit the "Reduction/Cancellation" request within 12 calendar days after the first refusal.
2.4.2. When entering a dispute regarding an issued ADM, the Agent is required to provide all necessary information and supporting documentation in the system where the claims process with the Carrier is conducted, within 10 business days. In case these conditions are not met, the Carrier shall reject the Agent's dispute and the ADM shall be payable by the Agent. The Carrier reserves the right to request original copies of the attached supporting documents from the Agent.
2.4.3. The dispute shall be conducted via email. In case the Agent disagrees with the issued ADM, this should be addressed to claims@scat.kz .
2.5. If the ADM is not disputed by the Agent within the specified timeframes, it shall be included in the report to the Carrier and the Agent shall be liable to pay for the corresponding reporting period.
2.6. The Agent shall be responsible to the Carrier for the actions of its Subagents as if those were the Agent's own actions.
2.7. The ADM/ACM is generated in the currency of the Agent's reporting.
Application No. 1
| No. | Violation | Penalty |
|---|---|---|
RESERVATION |
||
|
1
|
Complete absence/lack of certain data/incorrect input in the PNR and airline ticket regarding passenger's identity document, visa details in accordance with the approved IATA standards (DOCS, FOID, DOCO, DOCA). *The information must be entered through an SSR request (mandatory fields are specified in "DEFINITIONS" section for each type of document) |
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents) Additionally, if the Carrier has suffered losses and/or claims have been made by the passenger or by authorized governmental and/or regulatory authorities - compensation for damages |
|
2
|
The absence of specifying gender/status (MR/MRS) when entering passenger data into the reservation
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
3
|
The absence of contact information in the PNR or the input of incorrect passenger contact details (phone number, email). The Agent is required to input passenger contact information through SSR requests: SSR:CTCM - for the passenger's phone number SSR:CTCE - for the passenger's email address |
15,000 KZT per reservation (or the equivalent amount in the revenue remittance currency for foreign agents) Additionally, if the Carrier has suffered losses and/or claims have been made by the passenger or authorized governmental and/or regulatory authorities due to passenger non-notification - compensation for incurred losses |
|
4
|
Arranging transportation without a confirmed (including canceled by the airline) SSR service that requires mandatory request for processing and confirmation by the Carrier and its provision (EXST, CBBG, NSST, AVIH, PETC, BIKE, SPEQ)
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
5
|
Violation of the procedure for transportation of unaccompanied children in accordance with the "Service Technology and Rules for the Transportation of Unaccompanied Children on Flights of SCAT Airlines
|
5000 KZT for each booking (or the amount equivalent to the currency of the transfer of proceeds for foreign agents)
|
|
6
|
Reservation and processing of transportation with a violation of the minimum connecting time (less than 1 hour), including in separate reservations.
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
7
|
Changing the passenger's last name and/or first name in the reservation and/or airline ticket without the Carrier's permission
|
15,000 tenge for each case of violation (or the amount equivalent to the currency of proceeds transfer for foreign agents)15,000 KZT for each instance of violation(or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
8
|
Registration of group transportation of children without parental supervision not confirmed by the Airline
|
20,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents) Additionally, the Agent shall pay the difference between the discounted fare and the full published fare of the same brand. |
|
9
|
Registration of group transportation without Airline's approval
|
20,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
10
|
Registration of group transportation without Airline's approval with passengers having an oversized, heavy, excess baggage
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
| 11 |
For seat freezing by the following methods: 11.1. For long-term freezing reservation (longer than 1 hour) by manually entering the e-ticket number (SSR:TKNM, FHE) into the reservation on flight segments that do not match the ticket; 11.2. Creating duplicate or multiple reservations for the same passenger. In this case, a duplicate means the presence of at least two confirmed reservations in the system, created by the same agency for the same passenger on the same flight. The presence of a ticket and the time of duplicate discovery (before or after the flight departure) is irrelevant; 11.3. Long-term or systematic "freezing" of a segment taken from the system (blocked) on the display screens of the CRS without actually creating a PNR; 11.4. Multiple cancellations and repeated reservations (more than 3 times) of flight segments in the same reservation for automatic re-calculation and extension of the time limit. |
20,000 KZT, and additionally, the Agent shall pay the cost of transportation at the published fare of the reservation class per violation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
12
|
Creating reservations with false, test names and/or last names in the production section of the reservation system Examples of false names and/or last names: Test/Charlie, Smith/A/B/C, GTRP/XXX, Mouse/Mickey, etc. |
5,000 KZT per reservation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
13
|
Cancellation of flight segments in a registered reservation, voiding, or refund of ticket without the passenger's or their authorized representative's request
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents) Additionally, the agent shall pay the amount of the incurred damage |
|
14
|
Errors made by the agent during reservation and registration of transportation, resulting in the choice of flight, fare, or route not matching the passenger's request.
|
5,000 KZT per reservation Additionally, the agent shall pay the amount of the incurred damage |
|
15
|
Transferring reservations for the Carrier's flights beyond the country of their initial creation and/or issuing airline tickets in a different country than reservation of segments with the aim of increasing the commission reward.
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
16
|
Registration of transportation with an open date if, according to the fare rules, an open date is prohibited
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
17
|
Using passive segments/ghost segments
|
5,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
18
|
Untimely cancellation by the agent of inactive segments with statuses “HX”, “UN”, “UC”, “NO”, “HL”, “SC”, “TK”, “TL”, “TN”, “UU”, “US” , “PN”, “WL”, “WN”, “DL”, “DS”, “IX”, “MM”, “RM”, “GN”, “WK”
|
15,000 KZT per reservation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
FARE REGULATIONS |
||
|
19
|
Discrepancy between reservation classes, fares in the PNR, and in the ticket
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents) The agent also pays a fee up to the fare of the corresponding reservation class |
|
20
|
Undertake of taxes/fees - during ticket issuance/reissuance
|
The amount of fee up to the correct amount of taxes/fees according to the issued transportation
|
|
21
|
Incorrect manual input of information in the fare mask or ticket: fare type, fare currency, taxes, fees, fare amount, baggage allowance, applied exchange rate
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents
|
|
22
|
Application of IT technology in issuing transportation based on a published fare
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
23
|
For incorrectly applied fare/discounts (mismatch of fare by brand) |
15,000 KZT per ticket +fee up to the fare corresponding to the conditions of transportation |
|
24
|
Incorrectly calculated penalty/surcharge based on fares during ticket exchange or refund
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents The agent shall also pay the difference between the penalty amount collected from the passenger established by the Carrier |
|
25
|
Collecting agency commission from the passenger for additional services provided by the Airline (seat sales, excess baggage)
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
26
|
Incorrect utilization of published fares (openly offering transportation for sale with a fare price below or above the published fare without Carrier's agreement)
|
15,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents) Additionally, the agent shall pay the amount of the incurred damage |
|
27
|
Other types of violations of reservation procedures in reservation systems, non-compliance with fare application rules, rules of air transportation of passengers, baggage, and cargo of SCAT Airlines.
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
TICKETING |
||
|
28
|
Issuing a ticket in a reservation without assigning the Carrier's "Record Locator". When making changes to a reservation and reissuing a ticket without checking the "RecordLocator" |
5,000 KZT per reservation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
29
|
Issuing tickets with unconfirmed segment (“HL”, “HN”, “SS”, “LL”, “UU”, “NN”, “GN”, “GL”, “PL”, “TN”, “TL”, “UN”, “US”, “NO”, “XR”, “OX”, “PX”, “HX”, “UC”, “PN”) or with the status “SA”, “RQ” status without the Carrier's permission
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
30
|
Collection of taxes or fees on subsidized flights. And imposing penalties for re-reservations and/or refund of tickets issued on subsidized flights.
|
5,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
31
|
Registration of interline transportation in the absence of an interline agreement between carriers
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
32
|
Registration of air ticket with the use of a discount not supported by documents entitling to a discount
|
The Agent shall pay the difference between the discounted fare and the full published fare of the same brand
|
|
33
|
Changing the passenger's last name and/or first name in the electronic ticket upon the agent's request confirmed by the Carrier
|
5,000 KZT per ticket on domestic flights in Kazakhstan 15 USD per ticket on international flights (or the equivalent amount in the revenue remittance currency for foreign agents |
|
34
|
Absence or incorrect input of baggage allowance norms in the ticket during the reservation and reissuing of transportation
|
15,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
35
|
Downgrading the fare level and/or brand during ticket exchange/reissue without prior approval from the Carrier
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
36
|
Performing the voiding (VOID) procedure more than 3 (three) hours after issuance of the ticket or cancellation of the ticket after the online registration is removed. Voiding (VOID) of the ticket during flight check-in, on the day of departure, and/or after the flight has departed. *After 3 hours from the ticket issuance, in the event of a schedule change or flight cancellation by the Carrier, as well as on the day of departure, the Agent must perform a forced or voluntary ticket refund |
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
37
|
Failure to cancel seats when a passenger refuses transportation (in case of refund, voiding, or reissuance of the ticket) within 1 hour.
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
38
|
Violation
Cancellation of a reservation without prior removal of the ticket from check-in (ticket with a CHECKED-IN status)
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
39
|
Violation
Ticket refund: when processing a refund for unused or partially used air tickets, the calculated refund amount does not comply with the fare rules
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents) Additionally, the agent shall pay the amount of the incurred damage. |
|
40
|
Exchange/refund of tickets for which these operations are prohibited
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents) Additionally, the agent shall pay the amount of the incurred damage |
|
41
|
For refund of YR tax in case of voluntary ticket refund
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents) Additionally, the agent shall pay the amount of the incurred damage |
|
42
|
Failure to refund the commission fee of 0.1% for voluntary or involuntary refunds
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
43
|
Forging an itinerary receipt
|
20,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
EMD/MCO/CPB |
||
|
44
|
Issuing an EMD for a service not confirmed by the Carrier
|
5,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)) Additionally, the agent shall pay the amount of the incurred damage |
|
45
|
Failure to cancel an SSR request for an additional service when the passenger declines the service and/or requests a refund for the issued EMD
|
5,000 KZT per EMD
|
|
46
|
Corrections, incorrect or missing completion of mandatory fields during issuance of EXB, MCO, accountable forms.
|
5,000 KZT (or the equivalent amount in local currency for foreign agents)per violation
|
|
47
|
For the loss of the MCO (EXB on paper form)
|
15,000 KZT per document (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
48
|
Violation
Absence of validator/stamp/imprint on MCO/EXB.
|
5,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
49
|
Violation
Failure to reissue the service (EMD) for a new date during the re-reservation of transportation
|
5,000 KZT (or the equivalent amount in local currency for foreign agents)per violation
|
REPORTING |
||
|
50
|
Late/incorrect provision of the electronic version of the report, providing an incomplete set of financial reporting documents as stipulated in the Instructions. Incorrect preparation of the report
|
5,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
51
|
Absence or non-compliance of the required documents confirming the forced refund
|
15,000 KZT per ticket (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
52
|
In case of the absence of the printed refund form with the passenger's acknowledgment of receiving the refund in cash in the documents attached to the report
|
5,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
53
|
Failure to provide (or incorrect preparation of) the original report on the sale of air transportation within the timeframes specified in the Instructions to the Agent Agreement
|
The agent pays a penalty of 1% (one percent) of the revenue amount for the reporting period for each overdue day after the established date of submitting the report
|
|
54
|
For not remitting the entire sales amount due for the reporting period to the Carrier's bank account within 3 banking days, (including) following the last day of the reporting period
|
The Agent shall pay a penalty of 1 (one) % of the outstanding amount for each calendar day of payment delay
|
|
55
|
Non-compliance of the RFISC with the provided paid service when issuing an EMD (as well as incorrect indication of the segment number, city pair, transit city when issuing an EMD, discrepancies in the amounts of applied RFISC/GDS/report)
|
2,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
56
|
Failure to provide a report on the category of the flown passenger (CHD, ADT, INF, WCHC, WCHR, DEP)
|
5,000 KZT per violation (or the equivalent amount in the revenue remittance currency for foreign agents)
|
|
57
|
Violations resulting in losses for the Carrier
|
The agent shall pay the amount of the incurred damage
|
You can contact our call center or office of the Airline "SCAT" . Detailed information about the conditions of carrying of special equipment is available at the link: Transportation of sports equipment
We are ready to do everything to ensure that your pet flies with the least stress and maximum safety. It is necessary to notify the Airline in advance, and make an appropriate remark in your booking. Detailed information about the conditions of transportation of animals is available at the link: Transportation of animals