Presentation on theme: "Revenue Recovery Manager – Tim DeLaney 07/23 & 25/2013"— Presentation transcript:
0 Welcome to Travel Leaders Agent Boot Camp Understanding Delta Ticketing Policies and Avoiding Debit Memo’sPhone:Passcode: #
1 Revenue Recovery Manager – Tim DeLaney 07/23 & 25/2013 Welcome to Agent Boot Camp Understanding Delta Ticketing Policies and Avoiding Debit Memo’sRevenue RecoveryManager – Tim DeLaney07/23 & 25/2013
2 Revenue Recovery Who we are… Our Goal… Revenue Recovery is part of the Finance Division and consists of the Audit team and the Accounting & Collection teamThe Audit team is responsible for ensuring revenue is protected against ticketing errors, control weaknesses and fraudulent and abusive ticketing practicesThe Accounting & Collection team provides timely recovery of agency receivables and associated accounting and reportingBoth teams partner with outside vendors augmenting audit and collectionabilities thereby maximizing revenue opportunityOur Goal…The goal of this presentation is to understand Delta’s Policies and Procedures in regards to booking and ticketing Delta transactions in order to avoid issuance of debit memos
3 Revenue Recovery - Debit Memo Statistics Top 5 Reasons for Memo IssuancePOS CommissionBooking Violations (Churning, Dup Segments, etc.)Expired ExchangesCredit Card RejectionsRefund ErrorsTop 5 Reasons for Memo DisputesBooking Policy ViolationExchange Travel Not Completed by Expiration dateCommission Taken on Non-commissionable TicketDeparture City Not Authorized on Commission ProgramRefund of a Non-Refundable Ticket / Over Refunded
5 Dispute Resolution for Travel Leaders Revenue Recovery - Debit Memo StatisticsDispute Resolution for Travel Leaders(01/01/2012 – 06/30/2013)Historical dispute information indicates Travel Leaders:Disputed 11% of Delta issued Debit Memos during the last 18 monthsOf the disputes submitted, Delta found:Rejected back to Travel Leaders (memos valid) %DL extended settlement offers %DL closed based on support provided %Memo amount adjusted %Statistics provided do not include booking violation disputes as they are managed by Delta’s Distribution Strategy Team.
6 Top Five Debit Memo’s #1 Commission Errors Reason’s for these Debit Memo’s:Incorrect or Missing Ticket DesignatorIncorrect Commission ClaimedInvalid ItineraryIncorrect application of Commission when combining fare classesExpired ProgramKey Factors to Avoid POS Commission Debit Memo’s:Perform quality control checks to ensure program data is entered correctly into MercaviaContact if program requirements are not clear before entering into MercaviaUtilize Mercavia to ensure the correct POS Program (i.e. AC747, AC777)See POS FAQ on Mercavia.comSend all potential int’l commission itineraries to Include the following:Provide the POS Program (i.e. AC747)Your ARC #Your Phone #Cut and paste your: Itinerary and Fare LadderPNR
7 Top Five Debit Memo’s #2 Booking Violations What's a Booking Violation?Duplicate Bookings:Duplicate segments in a PNR or Duplicate segments across PNRs including overlapping and non-flyable itinerariesChurning:Repetitive booking & cancelling during the month with little to no change in itinerary. Performed to circumvent ticketing time rules, GDS productive targets, customer convenience, etc.Inventory Circumvention:Circumventing/bypassing the inventory management controls applied on origin and destination (O&D) availability requests either before or after the End TransactionFictitious Names:Speculative or fictitious names designed to hold inventoryInvalid name changes:Name changes in violation to Delta’s published policyInactive Segments:Segments cancelled by Delta for ticketing time limit which are not removed by the agency prior to departure
8 Top Five Debit Memo’s #2 Booking Violations Steps to Prevent a Booking Policy Debit Memo:Always re-issue the ticket the same day any change is madeDo not break married segmentsDo not book fictitious names to hold inventoryDo not book and cancel continuously in order to circumvent ticketing time limitsWhen re-looking for other potential flight options for a passenger within an existing booking, do not end the record each time you look at a new option as this counts against your churning allowance on that booking.Familiarize yourself with Delta’s name change policyTo prevent inactive segments remember to cancel the segments when the PNR is queued back to your agency for action. It is the responsibility of the agency to cancel the un-ticketed PNRs prior to the scheduled departure date Remember - TICKET OR CANCEL.If you book a second booking prior to canceling the first booking, a debit memo will be generated even if you immediately cancel the first booking. Remember – BOOK/CANCEL/REBOOKBookings may not be made reserving one or more seats on the same flight or conflicting flights for any identical time frame, regardless of the class of service or input code used to make the reservations, i.e. Impossible Trips.
9 Top Five Debit Memo’s#3 Expired Exchanges Reasons for these Debit Memo’s:Confusion regarding Delta’s Ticket Validity Policy (Domestic vs. International)Key Factors to Avoid Expired Exchange Debit Memo’s:Delta’s ticket validity policy is a global policy that is applied for all Delta issued tickets and does not vary based on fare rules. It is expected that all our agency partners ensure the appropriate guidelines have been applied, even when using a GDS exchange tool, as many GDS systems are not programmed to apply carrier specific contract of carriage rules.Agencies must check published fare rules for any additional restrictionsDOMESTICFor travel between and/or within Canada, United States, Puerto Rico and U.S. Virgin Islands, your ticket must be reissued and all travel completed within one year from the original date of issue.INTERNATIONALIf travel was not started, your ticket must be reissued and travel must begin within one year of the original date of issue. If travel was started, your ticket must be reissued and all travel must be completed within one year of the start date.
10 Top Five Debit Memo’s#4 Credit Card Rejection Memos What is it a Credit Card Rejection?The practice of Credit Card companies reversing funds previously paid for a variety of reasons:Invalid or no approval codeExpired Credit CardCardholder rejected charge due to fraud, unsatisfactory service, passenger circumvents non-refundable fare policyKey Factors to Avoid Credit Card Rejection Memos:Stay Informed - Monitor ARC Fraud CommunicationsWatch for Unusual or High Risk Sale PatternsKnow your customer – Beware of non face to face transactionsPerform Due Diligence (i.e. Require 24 hr hold on all tickets while validation is performed)Report suspected fraud to local authorities, credit card merchant bank, ARC. etc. Obtain a police report.Report Fraud to Delta Tip Line:
11 Tips for Avoiding Credit Card Fraud Exercise Caution:First contact via or teletype messaging (unknown party)Origins & Destinations that do not include point of sale countryOne-way trip or High Value Ticket (Customer not concerned with price point)Customer requests reissue within short time frame (2-4 hours)Customer provides one card after another when not authorized, or customer attempts multiple FOP’sChange in passenger name requested after original booking is madeCustomer provides bogus addresses and/or phone numbers to circumvent ability to validate the cardRepeated usage of same card number for multiple sales in short time intervalThird party sales - Providing “stories” to support the purchase in the name of 3rd party; differs from cardholder’s name (sales when passenger name and cardholder name differ)Customer books one ticket, then calls back to purchase additional tickets (aka testing the system)Ensure Due Diligence:Ensure staff is trained to detect and avoid fraudDevelop in-house procedures to validate cardholder IDTrust your instincts – If it seems too good to be true it usually is!
12 Top Five Debit Memo’s #5 Refund Errors What are these? Errors associated with the Refund of a Non-Refundable fare or incorrect calculation of Refund dueHow to Avoid Receiving a Memo:Always check published fare rules for refundability restrictionsWhen refunding tickets with different fares check each fare rule as the most restrictive rule may be applicableEnsure appropriate penalties are collectedReturn commission previously claimed
13 ARC Memo Manager What is ARC Memo Manager? How does it work? ARC Memo Manager (AMM) is a web-based tool created by ARC to manage distribution, collection and correspondence for Debit & Credit MemosDelta utilizes AMM to process all Debit & Credit MemosAgencies can monitor memo status by utilizing the search features offered in the AMM productSearch Options are available at the Home, Branch, Carrier and Memo Status LevelHow does it work?Delta generates memos in our internal receivable system and transmits an electronic file to AMM each nightARC’s Ticket Resolution Service performs collection actions on memo types that are considered seriously non-compliant to the Agent Reporting AgreementDelta sends a PDF or Excel document to ARC containing detailed information. ARC attaches these documents to the Memo.
14 Contesting Debit Memo’s Tips for Receiving Faster & Effective Responses for Disputed Memos:Submit Disputes through AMM. Delta’s preferred method for managing Debit Memo disputes is to utilize this industry channel, This allows Delta to work disputes in the order received, ensure no disputes are overlooked (orblocked by DL firewalls) and measure internal service levels.Review Debit Memos in a timely mannerSubmit Dispute responses back through AMMProvide sufficient detail/documentation to support your disputeCarrier Actions:Internal SLA to respond to agency correspondence within 10 business days 5.2 Days)Collection, Correspondence and Booking Violation Teams check AMM daily for disputes and correspondenceDepartmental mailboxes & voice message system is monitored throughout the dayCommon Errors to Avoid When Disputing a Debit Memo:Failure to select the “Dispute” radio button in AMM will exclude your dispute from being transmittedDo not direct your dispute through multiple channels (Delta Sales, Collections Mailbox, Booking Policy Team)Ensure proper supporting documentation is included
15 Revenue Recovery – Frequently Asked Questions Q – Does Delta apply a fee for the audit to all debit memos?A – At this time Delta does not apply a fee, however there are certain memo types where a fee is included in the memoamount, i.e. credit card rejections, no-shows, booking violations, unreported sales, etc.Q – Does Delta utilize a third party to perform debit memo collection actions?A – Overall – On a limited basis we will use ARC’s Ticket Recovery services to assist us in collection of credit card rejection memos, unreported sales and some agency refund errors where permitted under the ARC Agency Agreement.Q – What is the process for an agency to submit a debit memo dispute?A – ARC agencies submit disputes and inquiries via ARC Memo Manager.Q – Does Delta waive debit memos?A – Delta policy does not allow for waiving a valid receivable item. If a memo is incorrect it will be reversed. Ifcorrect, Delta expects payment in full upon receipt.Q – How do I dispute a debit memo after payment has been made?A – After payment has been made agents are no longer able to dispute through ARC MM . Disputes must be sent directly to Delta to our departmental address: or .Q – My agency did not receive a response to a dispute. What do we do?A – Provide 10 working days for a response (currently at 5.2 days). Follow-up s can be sent to or . Please provide relevant details: memo number, ARC agency number, and any additional support.* Only after your initial dispute via ARC Memo Manager.
16 Revenue Recovery – Contact InformationDebit Memo Inquires:Submit via ARC Memo ManagerPlease allow 10 business days for a responseIf no response within 10 business days then direct follow up inquires to:Phone:Fax:Courier: Delta Air Lines, Inc.1030 Delta BoulevardAdmin Bldg. Dept. 816Atlanta, GARefund Department:Phone:Delta On-Line Information:www……………………… (Coming in August 2013; watch for details)
17 Revenue Recovery – Contact InformationAir France Debit Memo Inquires:Fax for general questions on AF debit memo policy:To dispute an AF debit memo:Air France Refund Department:Hours 9:00a.m. – 5:00P.m. EST (Mon-Fri)AF/KL On-line Resources:
18 Revenue Recovery - Quiz How Well Do You Know Us?To Guarantee you take the correct and maximum commission allowed on a Delta JV ticket, Travel Leaders agents should:Call Travel Leaders Support ServicesAsk another agent who sells a lot of international businessSend an to with all the necessary detailsDelta’s domestic and international ticket validity policies are the same.TrueFalseTo avoid a debit memo for an invalid name change you could check the Delta policy on wordagentdirect.com and/or call Delta’s 24/7 Sales Support Center.The most effective way to avoid earning debit memos for inactive segments is to monitor your agency queue and regularly cancel un-ticketed segmentsIf you book a second booking prior to cancelling the first booking, a debit memo will be generated even if you immediately cancel the first booking.When dealing with a customer you personally have never worked with before, it is wise to require a 24 hour hold on all tickets while you verify the validity of the credit card, address, contact, etc. with the credit card company