d2.tta.cl2.02 trainee manual...d2.tta.cl2.02 nominal hours: 40 element 1: identify a billing and...

Administer a billing and settlement plan

D2.TTA.CL2.02

Trainee Manual

Administer a billing

and settlement plan

D2.TTA.CL2.02

Trainee Manual

Project Base

William Angliss Institute of TAFE 555 La Trobe Street Melbourne 3000 Victoria Telephone: (03) 9606 2111 Facsimile: (03) 9670 1330

Acknowledgements

Project Director: Wayne Crosbie Project Manager Jim Irwin Chief Writer: Alan Hickman Subject Writer: Carlene Harlock Editor: Jim Irwin DTP/Production: Daniel Chee, Mai Vu, Cindy Curran

The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand and Viet Nam.

The ASEAN Secretariat is based in Jakarta, Indonesia.

General Information on ASEAN appears online at the ASEAN Website: www.asean.org.

All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox Development for Tourism Labour Divisions for Travel Agencies and Tour Operations”.

This publication is supported by the Australian Government’s aid program through the ASEAN-Australia Development Cooperation Program Phase II (AADCP II).

Copyright: Association of Southeast Asian Nations (ASEAN) 2015.

All rights reserved.

Disclaimer

Every effort has been made to ensure that this publication is free from errors or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. The ASEAN Secretariat and William Angliss Institute of TAFE are not responsible for any injury, loss or damage as a result of material included or omitted from this course. Information in this module is current at the time of publication. Time of publication is indicated in the date stamp at the bottom of each page.

Some images appearing in this resource have been purchased from stock photography suppliers Shutterstock and iStockphoto and other third party copyright owners and as such are non-transferable and non-exclusive. Clip arts, font images and illustrations used are from the Microsoft Office Clip Art and Media Library. Some images have been provided by and are the property of William Angliss Institute.

Additional images have been sourced from Flickr and SXC and are used under Creative Commons licence: http://creativecommons.org/licenses/by/2.0/deed.en

File name: TM_Administer a billing settlement plan_291015

http://www.asean.org/http://creativecommons.org/licenses/by/2.0/deed.en

© ASEAN 2015 Trainee Manual


Table of contents

Introduction to trainee manual ............................................................................................... 1

Unit descriptor ....................................................................................................................... 3

Assessment matrix ................................................................................................................ 5

Glossary................................................................................................................................ 7

Element 1: Identify a Billing and Settlement Plan (BSP) ..................................................... 11

Element 2: Comply with IATA BSP reporting procedures ................................................... 27

Element 3: Comply with IATA BSP billings and statements requirements .......................... 37

Element 4: Comply with IATA BSP agents’ remittance procedures .................................... 43

Presentation of written work ................................................................................................ 47

Recommended reading ....................................................................................................... 49

Trainee evaluation sheet ..................................................................................................... 51

Trainee self-assessment checklist ....................................................................................... 53

Introduction to trainee manual


Administer a billing and settlement plan 1


To the Trainee

Congratulations on joining this course. This Trainee Manual is one part of a ‘toolbox’ which is a resource provided to trainees, trainers and assessors to help you become competent in various areas of your work.

The ‘toolbox’ consists of three elements:

A Trainee Manual for you to read and study at home or in class

A Trainer Guide with Power Point slides to help your Trainer explain the content of the training material and provide class activities to help with practice

An Assessment Manual which provides your Assessor with oral and written questions and other assessment tasks to establish whether or not you have achieved competency.

The first thing you may notice is that this training program and the information you find in the Trainee Manual seems different to the textbooks you have used previously. This is because the method of instruction and examination is different. The method used is called Competency based training (CBT) and Competency based assessment (CBA). CBT and CBA is the training and assessment system chosen by ASEAN (Association of South-East Asian Nations) to train people to work in the tourism and hospitality industry throughout all the ASEAN member states.

What is the CBT and CBA system and why has it been adopted by ASEAN?

CBT is a way of training that concentrates on what a worker can do or is required to do at work. The aim is of the training is to enable trainees to perform tasks and duties at a standard expected by employers. CBT seeks to develop the skills, knowledge and attitudes (or recognise the ones the trainee already possesses) to achieve the required competency standard. ASEAN has adopted the CBT/CBA training system as it is able to produce the type of worker that industry is looking for and this therefore increases trainees chances of obtaining employment.

CBA involves collecting evidence and making a judgement of the extent to which a worker can perform his/her duties at the required competency standard. Where a trainee can already demonstrate a degree of competency, either due to prior training or work experience, a process of ‘Recognition of Prior Learning’ (RPL) is available to trainees to recognise this. Please speak to your trainer about RPL if you think this applies to you.

What is a competency standard?

Competency standards are descriptions of the skills and knowledge required to perform a task or activity at the level of a required standard.

242 competency standards for the tourism and hospitality industries throughout the ASEAN region have been developed to cover all the knowledge, skills and attitudes required to work in the following occupational areas:

Housekeeping

Food Production

Food and Beverage Service

Front Office


2


Travel Agencies

Tour Operations.

All of these competency standards are available for you to look at. In fact you will find a summary of each one at the beginning of each Trainee Manual under the heading ‘Unit Descriptor’. The unit descriptor describes the content of the unit you will be studying in the Trainee Manual and provides a table of contents which are divided up into ‘Elements’ and ‘Performance Criteria”. An element is a description of one aspect of what has to be achieved in the workplace. The ‘Performance Criteria’ below each element details the level of performance that needs to be demonstrated to be declared competent.

There are other components of the competency standard:

Unit Title: statement about what is to be done in the workplace

Unit Number: unique number identifying the particular competency

Nominal hours: number of classroom or practical hours usually needed to complete the competency. We call them ‘nominal’ hours because they can vary e.g. sometimes it will take an individual less time to complete a unit of competency because he/she has prior knowledge or work experience in that area.

The final heading you will see before you start reading the Trainee Manual is the ‘Assessment Matrix’. Competency based assessment requires trainees to be assessed in at least 2 – 3 different ways, one of which must be practical. This section outlines three ways assessment can be carried out and includes work projects, written questions and oral questions. The matrix is designed to show you which performance criteria will be assessed and how they will be assessed. Your trainer and/or assessor may also use other assessment methods including ‘Observation Checklist’ and ‘Third Party Statement’. An observation checklist is a way of recording how you perform at work and a third party statement is a statement by a supervisor or employer about the degree of competence they believe you have achieved. This can be based on observing your workplace performance, inspecting your work or gaining feedback from fellow workers.

Your trainer and/or assessor may use other methods to assess you such as:

Journals

Oral presentations

Role plays

Log books

Group projects

Practical demonstrations.

Remember your trainer is there to help you succeed and become competent. Please feel free to ask him or her for more explanation of what you have just read and of what is expected from you and best wishes for your future studies and future career in tourism and hospitality.

Unit descriptor



Unit descriptor


This unit deals with the skills and knowledge required to Administer a billing and settlement plan in a range of settings within the travel industries workplace context.

Unit Code:

D2.TTA.CL2.02

Nominal Hours:

40

Element 1: Identify a Billing and Settlement Plan (BSP)

Performance Criteria

1.1 Define and explain the role and operation of the IATA BSP

1.2 Describe the advantages of the IATA BSP

1.3 Identify participants and suppliers in a BSP

1.4 Identify and explain how the IATA BSP works

1.5 Identify the role and function of IATA BSP documents and manuals

1.6 Expand and explain BSP acronyms and abbreviations

1.7 Explain the Glossary of Terms for the IATA BSP

1.8 Describe the automation of interfaces between agents, airlines and the BSP

1.9 Describe IATA management of the BSP

Element 2: Comply with IATA BSP reporting procedures


2.1 Identify required submission dates

2.2 Describe accountable transactions

2.3 Complete AST form

2.4 Complete Group Sales Summary Form (GSS)

2.5 Process airlines’ own accounting memoranda

2.6 Process Missing Traffic Document Report form

2.7 Process Returned Documents form

Unit descriptor

4


Element 3: Comply with IATA BSP billings and statements

requirements


3.1 Process Agents’ Billings

3.2 Process refund documentation

Element 4: Comply with IATA BSP agents’ remittance procedures


4.1 Implement agents’ remittance procedures

4.2 Handle irregularities and defaults

Assessment matrix



Assessment matrix

Showing mapping of Performance Criteria against Work Projects, Written Questions

and Oral Questions

The Assessment Matrix indicates three of the most common assessment activities your Assessor may use to assess your understanding of the content of this manual and your performance - Work Projects, Written Questions and Oral Questions. It also indicates where you can find the subject content related to these assessment activities in the Trainee Manual (i.e. under which element or performance criteria). As explained in the Introduction, however, the assessors are free to choose which assessment activities are most suitable to best capture evidence of competency as they deem appropriate for individual students.

Work

Projects

Written

Questions

Oral

Questions



1.1 1 1

1.2 Describe the advantages of the IATA BSP 1.2 2 2

1.3 Identify participants and suppliers in a BSP 1.3, 1.4 3 3

1.4 Identify and explain how the IATA BSP works 1.5 4 4


1.6 5 5


1.7 6 6


1.8 7 7


1.9 8 8

1.9 Describe IATA management of the BSP 1.10 9 9

Assessment matrix

6


Work

Projects

Written

Questions

Oral

Questions


2.1 Identify required submission dates 2.1 10 10

2.2 Describe accountable transactions 2.2 11 11

2.3 Complete AST form - 12 12

2.4 Complete Group Sales Summary Form (GSS) - 13 12

2.5 Process airlines’ own accounting memoranda 2.3 14 13

2.6 Process Missing Traffic Document Report form - - -

2.7 Process Returned Documents form - - -

Element 3: Comply with IATA BSP billings and statements requirements

3.1 Process Agents’ Billings 3.1 15 14

3.2 Process refund documentation 3.2 16 15


4.1 Implement agents’ remittance procedures 4.1 17 16

4.2 Handle irregularities and defaults 4.2 18 17

Glossary



Glossary

Term Explanation

Accountable transaction A transaction relating to an issued travel document, including electronic airline tickets and refunds.

Accredited agent Endorsed and licensed to sell and issue airline tickets.

ACM Agent Credit Memo. A notification sent from the airline through the BSP system to a travel agency when an airline owes the travel agency money.

ADM

Agent Debit Memo. A notification sent from the airline through the BSP system to a travel agency when the travel agency owes the airline money.

Agent Travel agent/agency issuing airline tickets through a GDS and participating in an IATA BSP.

Agent Group A term referring to a group of users of BSPlink.

Billing date

The date on which the DPC must produce billings to agents, according to data submitted by the Ticket System Provider.

BSP Billing and Settlement Plan –central system which enables payments between travel agencies and airlines.

BSP airline An airline participating in the IATA BSP.

BSPlink The IATA developed internet-based system used to facilitate interaction and exchange of information between all participants in the BSP.

BSP Calendar The calendar established by BSP that includes important dates for reporting, billing and remittance.

Clearing Bank An organisation appointed by IATA BSP to settle financial transactions between travel agencies and BSP airlines.

Consolidator

Issues tickets on behalf of travel organisations. A consolidator negotiates preferential commission rates with airlines and then offers these to airlines.

CRS

Central Reservation System (also Computer Reservation System) use by travel enterprises and airlines for airline bookings.

Glossary

8


Term Explanation

Direct debit

A system of payment where agents authorise IATA to debit their accounts for the amount they owe on the remittance date.

DPC Data Processing Centre. The DPC is the central point to which travel agency issued ticket sales are reported.

E-ticket Electronic documentation for an airline ticket.

GDS

Global Distribution System – a CRS used as a single point of access for travel agents to make airline, hotel and car hire reservations.

IATA

International Air Transport Association – the peak industry body for most of the world’s airlines. IATA ensures inter-airline cooperation in promoting safe, reliable and secure airline services.

Interline travel A transfer from the service of one airline to another airline.

Issue ticket After payment is collected from the client the ticketing process can occur in the agent GDS.

Itinerary Details of a passenger’s travel schedule in date order.

Online transfer Transfer from a flight on one airline onto another flight on the same airline.

PNR

Passenger Name Record in a GDS. A PNR is a booking containing passenger personal details, flight itinerary and ticket details.

Remittance date

The latest date by which the agent's remittance must reach the Clearing Bank. For payments by direct deposit, this is the date when the Clearing Bank debits the agent's bank account.

Reporting period The time span established for reporting of agent sales.

Settlement date The date on which BSP airlines receive payments.

Taxes

Government charges and fees that may apply to an airfare, based on the airports and countries visited on the flown itinerary.

Ticketing The process of issuing an airline ticket for a CRS booking.

Glossary



Term Explanation

Ticketing authority Permission from an airline to an agent, allowing the agent to issue tickets on their behalf.

TSP

Ticket System Provider. A GDS that allows an agent to issue airline tickets in according with IATA requirements is referred to as a TSP.

V-MPD

Virtual Multi-Purpose Document. A V-MPD is issued for payments to an airline for services other than air travel. For example, excess baggage, land arrangements such as hotel or transfers.

Glossary

10


Identify a Billing and Settlement Plan (BSP)



Element 1:

Identify a Billing and Settlement Plan

(BSP)

1.1 Define and explain the role and operation of the

IATA BSP

Introduction

Throughout the world, travel agencies sell a range of products including tickets on domestic and international airlines. Many of these agencies and airlines participate in an IATA Billing Settlement Plan (BSP). This topic will provide an overview of the purpose and role that an IATA BSP plays in simplifying sales transactions between many of the world’s travel agents and the world’s scheduled airlines.

IATA – International Air Transport Association

The International Air Transport Association (IATA) is the peak industry body for many of the world’s airlines. IATA ensures inter-airline cooperation in promoting safe, reliable and secure airline services. Their mission is to represent, lead and serve the airline industry.

The first BSP developed by IATA was launched in 1971. The Billing Settlement Plan (BSP) was designed to simplify the selling, reporting and remitting procedures of IATA accredited

agents on behalf of BSP airlines. At this time, all documentation including tickets and forms were issued on paper. Over the last 10 years, paper documentation has been phased out and all airline ticketing documentation is now electronic. Electronic ticketing and automation have simplified the BSP processes significantly.

In most industries in everyday society, sellers will pay their supplier for products and services before selling them to customers. However, in the case of travel agencies, airline products and services are paid for after they have been sold to the travel customers.

The BSP is a system whereby travel agents can sell many airline travel products and services and report these sales to each airline through one central BSP system. The BSP could therefore be described as a central point for the flow of funds and data between agents and airlines.

According to the IATA website, at the end of 2014 there were BSP operations in 181 countries and territories around the world. There are more than 55,000 agencies and over 400 airlines participating in the BSP. Over USD250 billion of transactions were processed in 2014.


12



Introduction

To fully understand the advantages of the IATA BSP, it is useful to imagine if this centralised system did not exist. This can be considered from the viewpoint of a travel agent and also an airline.

An airline will have tickets sold throughout the world by many different travel agents. Imagine if every single time a ticket was sold the airline had to collect payment from the agent.

A travel agent will sell many tickets each day on a variety of different airlines. Imagine if every time an agent sold a ticket they had to pay the airline directly. This is even more complicated if you imagine that an agent may sell a ticket with an itinerary including multiple airlines. This is called interline travel. In this situation, each airline that is flown on the itinerary and therefore included on the ticket, will need to receive payment. How would the agent calculate how much money to pay each airline?

When imagining these scenarios, it is clear that there would be an extremely large amount of administration and complication if airlines and agents had to deal with money directly between themselves for each airline ticket sold or refunded. The costs would be significant and the process would be complicated. The IATA Billing Settlement Plan (BSP) arranges these payments between airlines and agents who participate in the IATA BSP. There are many advantages which are listed below and some of these concepts will be explained further in the following topics in this unit.

Advantages of the IATA BSP

Agents will receive one report for all sales on all BSP airlines during a specified period (usually a week). The agent can then make a single payment for all BSP airlines and IATA arranges payment to each airline

Airlines receive one payment during a specified period which covers payment from all IATA agents

All airline tickets are now issued electronically. Electronic tickets are issued by agents through a Global Distribution System (GDS) which links to BSP, through a Data Processing Centre, to report all sales electronically. The process describing how this occurs will be explained later in this unit

Less resources are required and paper waste is reduced significantly as all reports can be accessed online

The IATA BSP is monitoring the process and acts as a neutral body in any disputes

Simplified staff training through courses organised locally specific to BSP

Agents are provided with a cost-effective system for selling the products and services of the airlines that elect to participate in the BSP

Agents can sell tickets on a wide range of airlines and include itineraries/tickets with interline travel

Agents can spend more time selling airline tickets rather than dealing with the administration.





Introduction

There are a number of different parties involved in the IATA BSP. These parties can be described as participants and suppliers. Participants are the users of the BSP, including agents and airlines. The suppliers provide the various services involved in the BSP and include functions both within and outside IATA. This topic will provide information on each of the participants and suppliers involved in the BSP and will include some of their responsibilities.

Participants

IATA BSP Airlines

Airlines that choose to participate in the IATA BSP are referred to in this manual as BSP airlines. According to the IATA website, at the end of 2014 there were over 400 airlines worldwide participating in the IATA BSP. BSP airlines may operate international or domestic services, or both.

Airlines must apply to IATA in order to participate and must meet a range of criteria in order to be eligible. For example, the airline must have an internationally recognised IATA designator code, must operate scheduled flights and allow the issuance of electronic tickets. The IATA designator code is a three digit code which forms part of an electronic ticket number. For example, the airline designator code for Singapore Airlines is 618.

IATA Accredited agents

Travel agents with IATA accreditation are automatically eligible for participation in a BSP within their country or region. According to the IATA website, there are approximately 55,000 travel agencies worldwide participating in the IATA BSP.

IATA accredited travel agencies have a unique numeric code which appears on every passenger airline travel document they produce.

There are obligations that IATA agents have which include having funds available and making payments on time.

Suppliers

Global Distribution System (GDS) / Automated Ticket System Provider

A GDS is a Global Distribution System and is used by travel agencies to book and issue tickets for airline travel, hotel accommodation, car rental and other travel products. In the travel industry, a GDS is also frequently referred to as a CRS (Computer Reservation System). Commonly used GDS/CRS systems used in the travel industry include Sabre, Amadeus, Galileo, Worldspan and Abacus.


14


For IATA BSP purposes, a GDS is also described as an Automated Ticket System Provider (TSP) as the primary purpose of the GDS is for the agent to book flights and issue electronic airline tickets. The GDS is an integral part of the BSP system as it will transmit agency sales data to the Data Processing Centre. There are contracts between the GDS and IATA BSP Management which ensures that the GDS is capable of providing the required functions so that this can occur.

Some of the requirements of the GDS as a TSP include:

Ability to issue electronic tickets in accordance with IATA requirements

Ability to provide data in the required format to the specified Data Processing Centre

Ability to stop the issuance of electronic tickets of agents within 24 hours, if required by the BSP Manager.

Data Processing Centre

The Data Processing Centre (DPC) is the central point to which travel agency issued ticket sales are reported. This information is automatically and electronically reported from the agent’s GDS to the DPC. The DPC analyses all the sales data provided by the agency’s GDS and produces a sales report for each travel agencies and each airline.

The responsibilities of the DPC include:

Controlling the timely receipt of data from the TSPs

Capturing, recording and validating the data supplied by the TSPs

Monitoring and reporting any discrepancies

Preparing and dispatching billings to agents and BSP airlines through BSPlink

Notifying the Clearing Bank and the BSP Manager of amounts due by agents

Notifying BSP airlines and the BSP Manager of the number of transactions processed and providing them with statistical data as agreed in the contract.

Clearing Bank

The Clearing Bank is an organisation appointed by IATA BSP to settle financial transactions between travel agencies and BSP airlines.

The Clearing Bank is responsible for:

On time receipt and control of agents' payments (remittances)

Reporting of remittance discrepancies to BSP Management

Timely settlement to BSP airlines of remittances received from agents

BSP Manager

The BSP Manager is the IATA official designated by BSP Management as the person that manages a BSP for a particular region or country. The BSP Manager ensures that guidance and information are available at the local level to all parties concerned in the BSP and that proper control is exercised.





Introduction

IATA accredited agents must have access to a GDS in order to issue tickets for airlines participating in the BSP. It is the agent’s responsibility to arrange a contract with a GDS and undertake the required training in order to use the GDS proficiently.

This unit will describe how the BSP collects ticket sales information for tickets that an agent has issued through a GDS. It will also outline how the BSP organises the information collected to create reports for both agencies and airlines. It is important to remember that this entire BSP process is now electronic and automated.

Agent set up requirements

Before a travel agency can begin selling travel on behalf of airlines, the following preliminary steps must be taken:

The agent must have access to an IATA-approved ticketing system (a GDS)

A range of electronic ticket numbers are assigned to the agency GDS by BSP

The agent must obtain ticketing authorities of BSP airlines on whose behalf they intend to issue electronic tickets. This is done by contacting each airline individually

The agent receives access to BSPlink including instructions on the issuance of electronic administrative forms such as Refund Requests and Virtual MPDs.

Agent selling process

How the selling process works:

Customers shop for air transportation

Travel agents offers advice, flights and fares

Customers makes a decision to buy

Travel agent makes a reservation in the GDS by creating a PNR

Agent requests and receives payment from the customer and uses GDS to issue a ticket.

Reporting of air ticket transactions

The agent's GDS automatically transmits the information regarding the issued tickets daily to the Data Processing Centre (DPC). It also transmits information on any air ticket cancellations and refund requests.

With the received data, the DPC will begin to produce an ‘Agents Billing Analysis’ for the agent. This analysis includes all reported ticket sales and refunds during the Billing Period.

At the end of the Billing Period, the agent can access their Billing Analysis through BSPlink. The agent is responsible for checking the accuracy of all transactions.


16


Agent payments and transactions

The Agent pays the airlines through the BSP system. This is done through one net periodic remittance which covers all its BSP transactions. The BSP preferred and most commonly used method of payment is by electronic funds transfer (EFT) or direct debit (DD).

BSP will then pay all the airlines that were ticketed in this period. When there are multiple airlines on a ticket, BSP makes payment to the main carrier and they disburses funds to the other airlines.

Airline payments and transactions

As well as preparing an ‘Agent Billing Analysis’ for each agent, the DPC also produces an ‘Airline Billing Analysis’ for each airline. The Airline Billing Analysis contains all tickets and refunds issued for the airline by all its agents during a billing period.

Each BSP airline will receive an analysis of sales made by agents on its behalf.

BSP will forward payment to the airlines on behalf of the agents.

The Accounts Department of each BSP Airline audits incoming data and addresses accounting memoranda (credits/debits) to agents as necessary.

Accounting memoranda will be explained later in 2.5

Process airlines’ own accounting memoranda.




1.5 Expand and explain BSP acronyms and

abbreviations

Introduction

There are a number of IATA BSP documents and manuals which an agent needs to be familiar with in order to participate effectively in the IATA BSP. The main manuals that describe the operations of BSP are the BSP Manual for Agents and the Travel Agents Handbook. All agents are encouraged to ensure that employees understand the contents of these documents.

This topic will also list other sources of information and explain the use of the term ‘accountable documents’ to include electronic tickets and miscellaneous documents.

BSP Manual for Agents

The BSP Manual for Agents is the core manual and defines the basic elements and rules of BSP operations. Approved IATA accredited agencies must adhere to the BSP procedures found within the manual. The BSP Manual does not include local variations to procedures and working methods that are implemented in some local areas only. In the BSP Manual, agents may be referred to their local publication for more details.

Local Procedures/Information

Agencies will be informed of local variations to procedures through their local BSP Management. These procedures are an addition to the BSP Manual under ‘Local Procedures / Information’. Local Procedures are sometimes referred to as Chapter 14, which is where it is located in each version of the manual.

BSPlink Manuals and Functionality Guides

BSPlink is the global interface for travel agents and airlines to access the IATA Billing and Settlement Plan (BSP). There are a range of Manuals which can be accessed from the BSPlink website. These Manuals are written for both agents and airlines.

Travel Agents Handbook

The Travel Agent’s Handbook includes rules and procedures for travel agencies to follow to be in compliance with IATA regulations and procedures. It specifies industry practices as well as any regulatory standards agencies should be aware of.


18


Standard Traffic Documents (STDs)

Standard Traffic Documents include tickets and multi-purpose documents (MPD). Prior to 2008 when electronic ticketing completely replaced paper documents for air travel, these documents were hard-copy, paper documents. Now, STDs are electronic however, both of these documents are issued by agents in different systems.

Agents issue electronic tickets on behalf of BSP participating airlines. Ticketing is undertaken using the agent’s GDS after the agent has booked flights, added passenger details and collected payment.

A multi-purpose document (MPD) is used by the agent to make payment to airlines for non-air services such as excess baggage, ground transportation and accommodation. The document is now called a Virtual MPD (abbreviated to V-MPD) and the agent will issue this through BSPlink.

V-MPDs are accountable documents and are included in the standard BSP billing process.

BSP Calendar

The BSP calendar is another document created by IATA which agents and airlines can access. It contains reporting and remittance dates for a 12 month period. Each BSP may have a slightly different calendar to allow for local public holidays.

The BSP calendar will be explained further in 2.1 Identify required submission dates.




1.6 Expand and explain BSP acronyms and

abbreviations

Introduction

In all aspects of the travel industry, codes and abbreviations are widely used. Many terms related to the BSP are abbreviations and some are acronyms, using the first letter of each word in an industry specific term. When the term is spoken by pronouncing each letter, this is an abbreviation. For example, BSP is an abbreviation frequently used rather than saying ‘Billing Settlement Plan’. When the term is spoken as a word, this is referred to as an acronym. For example, IATA is an acronym as it is pronounced as a word, rather than saying each letter individually.

Within the travel industry, the use of the abbreviated terms BSP and IATA are commonly used. The table below includes a range of terms relating to the BSP that are abbreviated and used in the travel industry.

Acronym/

Abbreviation Term Explanation

ACM Agency Credit Memo A notification sent from the airline through the BSP system to a travel agency when an airline owes the travel agency money.

ADM Agency Debit Memo A notification sent from the airline through the BSP system to a travel agency when the travel agency owes the airline money.

BSP Billing and Settlement Plan

The centralised system used to report transactions and make payments between airlines and travel agencies.

DPC Data Processing Centre

The entity contracted for BSP to verify and process reported agency sales; to provide reports to the BSP (for both airlines and travel agents) to settle payments between both parties.

ET Electronic Ticket An electronic record for the issuance of the passenger air ticket.

GDS Global Distribution System

A computerised system containing information about schedules, availability, fares and related services and through which reservations can be made and tickets issued.

IATA International Air Transport Association

International Air Transport Association – the peak industry body for most of the world’s airlines. IATA’s mission is to represent, lead and serve the airline industry. IATA ensures inter-airline cooperation in promoting safe, reliable and secure airline services.


20


Acronym/

Abbreviation Term Explanation

JALWG Joint Agency Liaison Working Group

Groups are composed of representatives drawn from the local Travel Agents' Associations and from BSP airlines to discuss BSP strengths and issues.

PAConf Passenger Agency Conference

The body of IATA Members that has responsibility for matters concerning the relationships between airlines, recognised passenger sales agents and other intermediaries.

PNR Passenger Name Record

A reservation number in a GDS that contains passenger details, itinerary and ticketing information.

PSC Passenger Services Conference

A conference established to take action on matters relating to passenger services including passenger and baggage handling, documentation, procedures, rules and regulations, reservations, ticketing, schedules and automation standards.

SCN Stock Control Number The range of electronic ticket numbers that have been allocated to an agent.

STD Standard Traffic Document

Standard BSP documents including electronic tickets and V-MPDs.

TSP Ticket System Provider An IATA approved GDS that allows accredited agents to issue airline tickets.

V-MPD Virtual Multiple Purpose Document

Allows the agent to make pre-payment to an airline for items such as excess baggage, ground transportation etc.





Introduction

Many of these terms have already been referred to and are also included in the Glossary at the beginning of this Trainee Manual. When referring to BSP Manuals, contracts, training materials and other information relating to BSP and BSPlink, these terms are widely used. Each document will usually contain a Glossary section but it useful to become familiar with these terms now in order to improve your understanding of the IATA BSP.

Term Explanation

Accountable transaction A transaction relating to an issued travel document, including electronic airline tickets and refunds.

Accredited agent A travel agent with authority to issue airline tickets.

Agent code The numeric code attributed to each approved location of an agent.

Agent group A term referring to a group of users of BSPlink.

Agency sales transmittal The agent's list of all accountable transactions during the reporting period.

BSP airline A carrier whose airline designator code is recorded as the transporting carrier on a ticket and which participates in the BSP.

BSP area The country or group of countries in which a BSP operates.

Billing date The date on which the DPC must produce billings to agents, according to data submitted by the Ticket System Provider.

Billing period

The time span, which will comprise one or more reporting periods, for which a billing is rendered. Its duration is established by the PAConf.

BSPlink

The IATA developed internet-based system used to facilitate interaction and exchange of information between all participants in the BSP.

Clearing bank

The bank or other organisation appointed under the applicable BSP to receive remittances from agents and settles funds to airlines.

Direct debit A system of payment where agents authorise IATA to debit their accounts for the amount they owe on the remittance date.

Electronic ticketing

The method to document the sale of passenger transportation (electronic airline tickets) and related services (electronic miscellaneous documents).

Electronic ticketing system

An automated method which has access to airline PNR data, stored in a GDS or airline reservation system for the issuance of electronic tickets.


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Term Explanation

Remittance date

The latest date by which the agent's remittance must reach the Clearing Bank. For payments by direct deposit, this is the date when the Clearing Bank debits the agent's bank account.

Remittance period The time span in respect of which a remittance is made to the Clearing Bank.

Reporting calendar The calendar established by BSP that includes important dates for reporting, billing and remittance.

Reporting date The last day of the Reporting Period.

Reporting period The time span established for reporting of agent sales.

Settlement date The date on which BSP airlines receive payments.

Stock Electronic ticket number ranges which are allocated to agents through their GDS.

Ticketing authority Authorisation from an airline allowing a travel agency to sell their tickets.




1.8 Describe the automation of interfaces between

agents, airlines and the BSP

Introduction

BSPlink is an innovative, internet-based system to facilitate interaction and exchange of information between all participants in the BSP. BSPlink is now the basic platform for all the BSP activities worldwide. This topic provides information on BSPlink, including functionality and advantages.

BSPlink

BSPlink is the global interface for travel agents and airlines to access the IATA Billing and Settlement Plan (BSP). It has been designed to enable all transactions to be performed interactively, with information being entered into and retrieved from the system directly in electronic format. BSPlink is accessible by all participants in every BSP worldwide, facilitating the flow of information between all parties.

BSPlink advantages

BSPlink:

Is easy-to-use, and provides instant on-line access to all data

Allows agents and airlines the freedom and immediacy to perform transactions online

Minimises training requirements for users

Provides online reports that are available instantly.

BSPlink functionality

Downloading of BSP billing and sales reports

V-MPD issuance

ADM/ACM issuance by airline

Allows user level control of access levels

Instantaneous set-up and maintenance of ticketing authorities with immediate messages to CRS

Issuance of refund applications and authorities for review and approval by the airline concerned

On-line authorisation of electronic refund application

Electronic access to BSP reports and statistics.


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Introduction

There are different levels of management of the BSP. When a BSP is implemented, a Local BSP Manager is appointed by IATA Management. Both of these parties will be described in this topic, with some examples of their functions.

Local BSP Manager

The Local BSP Manager is the IATA official designated by BSP Management as the person that manages a BSP for a particular region or country. The BSP Manager ensures that guidance and information are available at the local level to all parties concerned in the BSP.

The Local BSP Manager:

Provides agents with access to BSPlink and instructions on how to use the system

Advises agents and the DPC on BSP procedures

Can impose penalties for non-compliance

Publishes the local BSP calendar.

IATA Management

IATA provides many functions and services for the aviation industry on a global level. IATA Management of the BSP includes the appointment of Local BSP Managers in each BSP region. There are also circumstances which may occur when IATA Management will contact agents directly. These are usually in situations with some urgency. An examples would be when a BSP airline ceases operations and is suspended from participation in the BSP.




Work Projects

It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date.

1.1 Research the IATA website and write down the link to find BSP information in your local country or region

1.2. Travel agents use a Global Distribution System (GDS) to book and ticket flights on BSP airlines. Undertake research to find the names of the most commonly used GDS systems in your local country or region

1.3. Undertake research to identify five IATA accredited agencies in your local region

1.4. Undertake research to identify the three digit IATA designator code of three international airlines operating within your local region

1.5 Speak to an accredited agent that issues airline tickets through their GDS. Ask the agent to describe or demonstrate the process of cancelling and refunding tickets through the GDS

1.6 Access the IATA BSP website and locate the BSP manual for your region and any local procedures that may apply

1.7 Using the IATA website (www.iata.org) research three of the above acronyms / abbreviations to provide more detailed descriptions of these terms. Write your responses in your own words

1.8 Using the IATA website (www.iata.org) identify the name of the BSP area in your local country and see if it incorporates other countries within your local region

1.9 Go to the BSPlink webpage (https://www.BSPlink.iata.org) and list all of the information that can be accessed from this webpage

1.10 Using the IATA website, undertake research on the role of the Local BSP Manager. List your findings here

https://www.bsplink.iata.org)/


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Summary


Define and explain the role and operation of the IATA BSP

IATA – International Air Transport Association

Describe the advantages of the IATA BSP

Identify participants and suppliers in a BSP

Participants

Suppliers

Identify and explain how the IATA BSP works

Agent set up requirements

Agent selling process

Reporting of air ticket transactions

Agent payments and transactions

Airline payments and transactions

Identify the role and function of IATA BSP documents and manuals

BSP Manual for Agents

Local Procedures/Information

BSPlink Manuals and Functionality Guides

Travel Agents Handbook

Standard Traffic Documents

BSP Calendar

Expand and explain BSP acronyms and abbreviations

Explain the Glossary of Terms of the IATA BSP

Describe the automation of interfaces between agents, airlines and the BSP

BSPlink

Describe IATA management of the BSP reporting procedures

Local BSP Manager

IATA Management

Comply with IATA BSP reporting procedures



Element 2:

Comply with IATA BSP reporting

procedures


Introduction

In order for the BSP system to operate efficiently, each participant needs to respect deadlines for the submission of data and remittance of payments. A calendar is established by the BSP that includes important dates for reporting, billing and remittance.

Annual BSP calendar

The BSP calendar is a document created by IATA which agents and airlines can access. It contains reporting and remittance dates for a 12 month period. Each BSP may have a slightly different calendar to allow for local public holidays and other regional considerations.

Here is an example of a section of the 2015 BSP Calendar for Singapore:


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Reporting dates

The calendar displays the first and last days of the report period. All transactions occurring during this period will be included in the Agent Billing.

You will note that each reporting period is approximately 6-7 days and varies throughout the year. Dates in this calendar have deliberately been arranged so that each calendar month contains four BSP periods.

Agent Billing date

This is the date by which the DPC must have produced the Agent Billing reports (based on the data reported daily in the GDS) and when those reports must be available to agencies and airlines. Reports are accessed through BSPlink.

Agent Remittance date

This is the latest date by which the agency’s remittance of payment must reach the Clearing Bank. Generally, payments are made by direct deposit and unless the agent disputes any items on the billing, payment will occur automatically on the agent remittance date from the relevant BSP calendar.

An example:

Period 201501W3 (Year 2015, Month 1, Week 3)

During this period, transactions between Friday 16th January and Friday 23

rd January are

reported from the GDS to the DPC. This includes issued and refunded tickets. Any V-MPDs issued in BSPlink during this period will also be reported.

On Sunday 25th January, the agent can access their Agent Billing report through BSPlink and

analyse this report to check for any errors.

Payment is made from the agent to the Clearing Bank on Friday 30th January.

It is then the responsibility of BSP to disperse these funds to the relevant airlines.





Introduction

Accountable transactions relate to issued Standard Traffic Documents (STDs). STDs were

explained previously in 1.5 Identify the role and function of IATA BSP documents and

manuals. Accountable transactions relating to tickets and V-MPDs will be outlined in this topic.

Issuing Tickets

Once an agent has issued a ticket for a booking made in their GDS, a ticket number is assigned to this booking (referred to as a PNR). The ticket number is allocated to the flight itinerary and is also assigned to a specific carrier. The ticket also has a monetary value (the cost of the airfare and taxes).

Overnight, information on all of the issued tickets is reported from the agent’s GDS to the DPC. These processes have

been explained earlier in 1.4 Identify and explain how the

IATA BSP works.

Each ticket will appear on the Agent Billing which the agent will access through BSPlink.

Refunding Tickets

In the event of a customer cancelling their ticket and requesting a refund, the agent can process this through their GDS. Not all tickets are refundable and most will incur a cancellation penalty from the airline. Additional information on the refund may also need to be entered into BSPlink.

Refunds are accountable transactions and may be processed for:

Unused tickets

Partially used tickets

Non-refundable tickets where only the taxes can be refunded.

When refunds are processed through the GDS, this information is also reported from the Agent’s GDS to the DPC. The airline is notified of the refund request and will need to authorise and process the refunded ticket. This can take 6-8 weeks. Refunds will not appear on the Agent Billing until the money is returned from the airline to the agent.

Virtual-MPDs

A virtual multipurpose document (V-MPD) is used by the agent to make payment to airlines for non-air services such as excess baggage, ground transportation and accommodation. A V-MPD is issued through BSPlink, not through the agent CRS.

A V-MPD is an accountable transaction and any V-MPD issued within a reporting period will appear on the Agent Billing for that period.


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Introduction

Many of the documents and forms used in the BSP are no longer required or have simplified and automated through the use of BSPlink. This topic will describe the original function of the AST form and explain why it is no longer in use.

Agency Sales Transmittal

Prior to the introduction of electronic ticketing in the aviation industry, all documentation was paper-based. Tickets and MPDs were accountable documents that needed to be stored safely within the agency until the time of use. Once tickets were issued (printed) an audit coupon for each ticket needed to be returned to BSP in order to account for all agency sales during the reporting period.

Agents were required to complete an Agency Sales Transmittal (AST). This was a list of all of the STDs and forms that were used during the reporting period. Attached to this list were copies of all required documentation including tickets being returned for refund.

Strict rules were in place that related to:

Accurately completing the form

Attachment of documentation in the correct sequence

Submission dates

Use of couriers to return documents to a centralised location in the local area.

Since 2008, when paper tickets were finally phased out and replaced with electronic ticketing, this process is much simpler. All ticket transactions are now reported through the agent GDS to the DPC and V-MPDs can be issued through BSPlink.





Introduction

As explained in the previous topic 2.3, many BSP processes have been simplified since the implementation of electronic ticketing and the introduction of BSPlink. Similar to the Agency Sales Transmittal (AST), the Group Sales Summary Form (GSS) is also a document that is no longer in use. Although the GSS form is no longer used, it is important to understand the concept of an Agent Group as this is referred to in the instruction manuals and set up of BSPlink.

Agent Groups

An Agent Group is an agency with multiple users and locations. For example, a large organisation may have stores located in multiple cities within a country or region. The Agent Group may wish to access BSP reports that relate to each location and also for the entire group.

BSPlink allows the accredited agency to set up Agent Groups in the enhanced version of BSPlink. The agent will provide contact details for each Group and may also nominate who may access and use various functions in BSPlink.

The BSPlink Training Manual for Agents provides information on how to establish groups and perform various functions within the system. There is also a dedicated BSPlink Training Manual for Agent Groups which provides more specific and detailed information.


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Introduction

BSP airlines prepare BSP accounting memoranda, which are sent directly by the BSP airline to the agent concerned via BSPlink. The purpose of the airline accounting memoranda is to adjust the agent's account with the BSP airline. The two accounting memoranda are Agency Debit Memos (ADMs) and Agency Credit Memos (ACMs). The purpose of each will be explained in this topic, including examples.

ADM – Agent Debit Memo

An ADM issued by an airline, may serve to notify an agent that:

An airline ticket showing an incorrect fare calculation has been issued and payment is due for under payment

An airline ticket showing incorrect taxes has been issued and payment is due for under payment

Commission has been incorrectly overpaid and is to be recalled

A penalty is being charged to the agent for an error.

The rules governing the issue of airlines' ADMs are detailed in resolutions published in the Travel Agent's Handbook.

ACM – Agent Credit Memo

An ACM issued by an airline may serve to notify an agent that:

An airline ticket showing an incorrect fare calculation has been issued and a refund is due for overpayment

An airline ticket showing incorrect taxes has been issued and a refund is due for overpayment.

Reporting of ADMs and ACMs

An airline issues the ADM or ACM with BSPlink

The ADM or ACM is stored in BSPlink. This information is immediately available for the agent to access

The agent can choose to dispute the ADM or ACM if they do not agree. The agent has 14 days in which to do this

If the issuing airline accepts the agent’s disputed item, the ADM/ACM is then cancelled

If not disputed, the ADM/ACM information is sent automatically to the DPC and will appear on the next Agent Billing.





Introduction

Prior to electronic ticketing, Standard Traffic Documents (STDs) were stored at the agent location. When tickets had been issued, the documents had monetary value. BSP therefore had very strict rules about the storage and usage of STDs. Each document needed to be accounted for on the AST.

In the event of documents being lost, the agent was required to advise the BSP Manager by completing a Missing Traffic Document Report (MTDR) form. If the documents were stolen, the agent also needed to immediately notify the local police department.

Since the introduction of electronic ticketing, these issues are no longer a concern. This means that the Missing Traffic Document Report form is no longer in use.


Introduction

The Returned Documents form is also no longer in use within the BSP since the implementation of electronic ticketing and automated reporting.

Throughout this Element a number of forms and processes have been described that are no longer in use. Although this information may not be relevant today, it provides an interesting background for people who are entering the travel industry to work for an agency or airline. It should also indicate the benefits of participating in the IATA BSP and utilising BSPlink.


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Work Projects


2.1 Using the extract from the BSP calendar for Singapore on the previous page, describe in writing the information for the Period 201502W4

2.2. Ask a travel agent to demonstrate or describe the process for requesting a refund through their GDS system. Write down notes on the process

2.3. Speak to a travel agent and ask them for information on ADMs that they have received and possibly disputed. Write your response here




Summary


Identify required submission dates

Annual BSP calendar

Reporting dates

Agent Billing date

Agent Remittance date

Describe accountable transactions

Issuing tickets

Refunding tickets

Virtual MPDs

Complete AST form

Agency Sales Transmittal

Complete Group Sales Summary Form

Agent Groups

Process airlines’ own accounting memorandum

ADM – Agent Debit Memo

ACM – Agent Credit Memo

Reports of ADMs and ACMs

Process Missing Traffic Document form

Process Returned Documents form


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Comply with IATA BSP billings and statements requirements



Element 3:

Comply with IATA BSP billings and

statements requirements


Introduction

The Agent Billing can be downloaded through BSPlink. The number of billings per month and the billing dates are indicated in the local calendar published by the BSP Manager. The Agent Billing can be viewed as a Billing Analysis or as a Billing Statement.

Agent Billing Statement

The Agent Billing Statement includes detailed information on each STD transaction and the net amount due to BSP by the agent for settlement by the remittance date.

Transactions are grouped and sub-totalled as follows – Issues, Agency Debit Memos (ADMs), Refunds, Agency Credit Memos (ACMs). In each group, the documents are listed in numerical sequence.


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Agent Billing Analysis

The Billing Analysis contains a detailed description of all the transactions covered by the Billing Statement. It is called an analysis because it presents agent sales in different formats – by carrier, date, amount (fare and taxes), ticket number or commission.

It is important for the agent to analyse the transactions on the Billing Statement. The DPC does not verify the accuracy of the information from the agent GDS so it is possible that the agent may have made errors when issuing tickets. These errors could relate to the calculation of the airfare, the taxes or the amount of commission requested for the ticket.

Billing Date

This is the date by which the DPC must have produced the Agent Billing reports according to the data reported daily in the GDS, and when those reports must be available to agencies and airlines.





Introduction

Airline ticket refunds are processed through the GDS and BSPlink. The method varies in different circumstances which will be described in this topic.

Global Distribution System

The agent can cancel tickets and apply for a refund using the GDS. This information is reported daily to the DPC however the refund will not appear on the Agent Billing through BSPlink until the funds are returned by the airline.

BSPlink

Agents can process refunds by completing details using a Refund Notice or a Refund Application.

A Refund Notice is used when the ticket is still valid and the amount of the refund is known.

A Refund Application is used when an agent is requesting a refund but can only calculate the approximate refund amount. The agent needs authority from the airline.

Through BSPlink, the agency can question the status of a Refund Application to see if it is pending, authorised, rejected or under investigation.

The Process

Agent issues a Refund Application

Refund Application is stored in BSPlink

Application immediately available for airline

Airline authorisation is received and the refund is sent to the DPC for processing in the next billing period

If it is rejected, the agent is notified and the refund information is not sent to the DPC.


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Work Projects


3.1 Undertake research from the BSP website to access information on the Billing Analysis and record your findings

3.2 Speak to a travel agent and ask them to demonstrate or describe the refund process using their GDS. Make notes and record your findings here




Summary


Process Agents’ Billings

Agent Billing Statement

Agent Billing Analysis

Billing Date

Process refund documentation

Global Distribution System

BSPlink

The Process


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Comply with IATA BSP agents’ remittance procedures



Element 4:

Comply with IATA BSP agents’

remittance procedures


Introduction

The agency makes just one remittance payment covering all its BSP transactions for the billing period for all BSP airlines. The BSP preferred method of payment is by direct debit from the agency’s account. Agents are required to strictly comply with the remittance dates set out in their local BSP calendar. The Agent Remittance date on the calendar is the latest date by which payment must be settled with the Clearing Bank.

Payment by direct debit

Generally, payments are made by direct deposit. Subject to local banking technology, the direct debit of the agents' bank accounts and associated electronic transfer of funds is IATA's operating standard for settlement between agents and the BSP. Procedures for making payments are published in Chapter 14 of the BSP Manual for Agents, which outlines local procedures and information for each BSP country.

In those BSPs where direct debit facilities are available:

Agents are required to provide an authorisation in an approved format for the Clearing Bank to debit their account on instruction from IATA

The net amount due from each agent is withdrawn from its nominated account on the remittance date for each billing period

An agent planning to change banks or bank accounts for BSP settlement purposes must notify the BSP Manager and provide new authority with at least 30 days’ notice.

Unless the agent disputes any items on the billing, payment will occur automatically on the Agent Remittance date from the relevant BSP calendar.

Post settlement errors

If an agent discovers a billing error after the remittance date, the agent will need to contact the BSP airline concerned with an adjustment request. If the BSP airline agrees with the agent's adjustment claim, an ADM or an ACM is raised for the amount over or under-remitted.

If an airline discovers an error after receiving payment, an adjustment is made by the BSP airline by sending an ADM or an ACM to the agent.


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Introduction

The Travel Agent Handbook contains information on applicable rules concerning a range of situations relating to reporting and remittance problems. These rules relate to responsibilities and consequences of not following BSP procedures and situations that will result in the agent receiving a Notice of Irregularity or being in default.

Overdue or dishonoured remittance

If the Clearing Bank does not receive a complete remittance by the remittance date or if an agent's method of payment is dishonoured on or after the remittance date, it advises the Agency Administrator. The Agency Administrator demands immediate payment of amounts due.

If payment is received from the agent on demand (before the close of business of the Clearing Bank on the first day following the demand) the Agency Administrator will send the agent a Notice of Irregularity.

If the remittance is not received on demand, the Agent is declared in default.

Notices of Irregularity

When the Agency Administrator is required to send an agent a Notice of Irregularity, it must be sent by registered letter in the prescribed form to the agent's head office.

The accumulation of four instances of irregularity during any twelve consecutive months results in a default.

Default action

When an Agent is to be declared in default, the Agency Administrator immediately notifies BSP Management and all BSP airlines. The Agency Administrator must also advise the agent in writing that default action has been invoked. STDs will cease being allocated for agents to issue tickets and BSP airline ticketing authority will be withdrawn.

The Agency Administrator demands an immediate settlement of all amounts owing by the agent. The Clearing Bank and the local representatives of BSP airlines are also notified of the default action.

Reinstatement/Action following the default

When the agent has settled all outstanding amounts due to BSP airlines, including Clearing Bank charges, the Agency Administrator advises that any withheld commission shall be paid to the agent. The Agency Administrator will reinstate the agent on provision of a bank guarantee. STDs may then be reallocated to the agent upon advice from at least one BSP airline that they have reallocated their ticketing authority.

Genuine error

If it is established that non-payment or dishonouring of remittance is due to a bona fide bank error, and settlement of all amounts due is received but after default action has taken place, the Agency Administrator will immediately withdraw the default and/or the Notice of Irregularity.




Work Projects


4.1 Access the IATA BSP website and find the BSP manual for your region. Locate Chapter 14 and note any local procedures relating to agent remittance

4.2. Speak to a local travel agent about their BSP remittance procedures. Describe how they avoid situations which may result in a Notice of Irregularity


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Summary


Implement agents’ remittance procedures

Payment by direct debit

Post settlement errors

Handle irregularities and defaults

Overdue or dishonoured remittance

Notices of irregularity

Default action

Reinstatement/Action following the default

Genuine error

Presentation of written work




1. Introduction

It is important for students to present carefully prepared written work. Written presentation in industry must be professional in appearance and accurate in content. If students develop good writing skills whilst studying, they are able to easily transfer those skills to the workplace.

2. Style

Students should write in a style that is simple and concise. Short sentences and paragraphs are easier to read and understand. It helps to write a plan and at least one draft of the written work so that the final product will be well organised. The points presented will then follow a logical sequence and be relevant. Students should frequently refer to the question asked, to keep ‘on track’. Teachers recognise and are critical of work that does not answer the question, or is ‘padded’ with irrelevant material. In summary, remember to:

Plan ahead

Be clear and concise

Answer the question

Proofread the final draft.

3. Presenting Written Work

Types of written work

Students may be asked to write:

Short and long reports

Essays

Records of interviews

Questionnaires

Business letters

Resumes.

Format

All written work should be presented on A4 paper, single-sided with a left-hand margin. If work is word-processed, one-and-a-half or double spacing should be used. Handwritten work must be legible and should also be well spaced to allow for ease of reading. New paragraphs should not be indented but should be separated by a space. Pages must be numbered. If headings are also to be numbered, students should use a logical and sequential system of numbering.


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Cover Sheet

All written work should be submitted with a cover sheet stapled to the front that contains:

The student’s name and student number

The name of the class/unit

The due date of the work

The title of the work

The teacher’s name

A signed declaration that the work does not involve plagiarism.

Keeping a Copy

Students must keep a copy of the written work in case it is lost. This rarely happens but it can be disastrous if a copy has not been kept.

Inclusive language

This means language that includes every section of the population. For instance, if a student were to write ‘A nurse is responsible for the patients in her care at all times’ it would be implying that all nurses are female and would be excluding male nurses.

Examples of appropriate language are shown on the right:

Mankind Humankind

Barman/maid Bar attendant

Host/hostess Host

Waiter/waitress Waiter or waiting staff

Recommended reading



Recommended reading

BSP Manual for Agents including Chapter 14 Local Procedures

BSPlink Manual Agents

GDS Training Manuals

GDS Ticketing Manuals

Travel Agent Handbook