Croatia Airlines - Booking policy

Booking policy

Croatia Airlines Booking Policy


AIRLINE NAME: CROATIA AIRLINES

AIRLINE ALPHA + NUMERIC CODE: OU - 831



Croatia Airlines Booking Policy – 01.02.2020.


The purpose of this policy is to set out general rules for accessing Croatia Airlines inventory.
The Policy is effective from February 1st, 2020 and it supersedes Croatia Airlines GDS Booking
Policy dated May 1st, 2013.

The Policy applies to all GDS/CRS users including travel agents, travel service providers and all travel
professionals accessing Croatia Airlines inventory via the Internet or any other electronic means. Any
travel agent must ensure that all its employees accessing Croatia Airlines inventory on all of its
locations are familiar with this Policy.

Croatia Airlines intends to monitor all transactions to identify non-compliant practices. Croatia Airlines
reserves the right to reimburse the cost by sending Agency Debit Memo with a cost recovery fee as set
out in this Policy and in Croatia Airlines ADM/ACM Policy.

Croatia Airlines reserves the right to restrict the access to its inventory, temporary or permanently, to
any GDS/CRS user if repeated noncompliance practice will be registered.

Croatia Airlines requires all travel agents accessing OU inventory to comply with IATA resolution 830d
RESERVATIONS PROCEDURES FOR ACCREDITED AGENTS. Please follow these instructions any time and without exceptions.

1. Desired practice
When booking a Croatia Airlines flight, please create a PNR for your customer by following
these simple guidelines:
▪ Request space and create reservation only for the desired flights and only if it is required by
the passenger or any person requesting it on behalf of the passenger,
▪ Use Reservation Booking Designators only if it is compliant with the fare,
▪ Read Fare rule carefully, advise passenger of restrictions and advantages of the chosen fare
type,Croatia Airlines Booking Policy – 01.02.2020.
Croatia Airlines – Network & Revenue Management
▪ Use available RBD. Refrain from waitlist and do not waitlist segments on the flight where
passenger is already confirmed,
▪ Take special care of Minimum Connecting Time. Do not create PNR and do not end the
transaction if the connecting time is below the minimum required,
▪ Insert passenger contact details in the PNR as SSR CTCM or CTCE,
▪ Use advantages of auto pricing if it is available for the chosen Fare type. Do not override it
manually,
▪ Use advantages of Automated Ticket Changer if it is available in your GDS or your market and
for the selected fare,
▪ Respect ticketing deadline from the Fare rule, if any,
▪ Respect ticketing deadline alert sent by Revenue Integrity System or RI Specialist,
▪ Cancel the reservation immediately if you're advised to do so by the passenger.

2. Non-compliant practices
According to IATA Resolution 830d, travel agent is liable for the consequences of its failure to comply
with the resolution. Agency debit Memo will be sent for the following misuse of the distribution
channels:
1.1 Failure to remove Inactive segments from the PNR
Inactive segment can be identified with the segment status HX/UC/NO/US/UN
All inactive segments must be cancelled from the PNR immediately when received but no later than
24 hours prior to departure.
Inactive segments that are not cancelled 24 hours prior to departure are subject to the Cost Recovery
Fee.
1.2 Failure to remove waitlisted segments from the PNR
Waitlisted segment can be identified with the segment status HL/HN/UU
All waitlisted segments must be cancelled from the PNR at least 24 hours prior to departure. Travel
agents must not repeatedly create waitlisted segments.
Waitlisted segments that are not cancelled on time as well as repeatedly requested waitlists are
subject to the Cost Recovery Fee.
1.3 Churning
Repeated cancelling and rebooking of space with the purpose of circumventing ticketing time limits of
the fare rule or the ticketing time limits set down by revenue integrity system.Croatia Airlines Booking Policy – 01.02.2020.
Croatia Airlines – Network & Revenue Management
Churning is not allowed for any reason and in case of high number of repeatedly booked segments
could result with high amount charged for Cost Recovery Fee.
1.4 Duplicate bookings / Redundant segments
Segments booked (confirmed or waitlisted) for one passenger in the same or different PNR, in the same
or different GDS used by the same agency and for the same flight or for a different flight that logically
cannot be flown.
It is not allowed to create duplicate segments any time. Each duplicate segment will result with the
charge sent to the agent for cost recovery.
1.5 Fictitious or speculative bookings or ticket numbers, test PNRs
Segments booked for speculative reasons like holding the space blocked from the inventory or segments
that are not requested by the passenger, or segments booked for the purpose of test or training.
It is strongly prohibited and will result in sending of ADM for cost recovery if false ticket number is
entered into the PNR or false name used.
1.6 Failure to cancel reservations after ticket refund or cancellation.
Segments are active in the reservation but ticket status was changed to ER or EV.
Reservation must be cancelled at the same time ticket status was changed to void or refund. Each
segment left active after ticket status change will result with ADM issuance.
1.7 Hidden groups
Blocking space by means of many separate individual bookings instead of the established group
procedure.
Blocking space by means of many separate individual bookings instead of the established group
procedure is prohibited. Such bookings are subject to immediate cancellation without prior
notification. For further information please refer to Croatia Airlines Group Policy.
1.8 Failure to notify the customer of the reservation status
Agent received reservation status change (TK/UN/UC etc.) failed to notify the customer about the
change while customer’s contact details were not available in the PNR in the format CTCM or CTCE at
the time of reception of status change message.
According to IATA resolution 830d travel agent is responsible to inform the passenger about change in
reservation status.
Agent’s failure to notify the customer does not initiate raising of ADM by itself. However, should the
customer complain result in any kind of compensation paid to the customer, based on EU 261/2004 or
any other regulation, Croatia Airlines will reimburse the paid amount from the responsible agent.Croatia Airlines Booking Policy – 01.02.2020.
Croatia Airlines – Network & Revenue Management
Responsible agent is considered to be IATA agent issuing ticket that was used by the passenger on day
of travel.
1.9 Minimum Connecting Time override
Transfer time at any transfer point in the routing was below required minimum connecting time at the
time of ticketing
Ticket issuance while failing to observe the prescribed minimum connecting will not lead to ADM
issuance by itself. However, should the customer miss the connection at the station where MCT was
overridden, it will result with ADM issuance in the following cases:
Should the customer complaint result in any kind of compensation paid to the customer, based on EU
261/2004 or other regulation, Croatia Airlines will reimburse the paid amount from the responsible
agent.
Should the misconnection result with additional cost in terms of involuntary rerouting, hotel
accommodation, transfers, meals etc., Croatia Airlines will reimburse the cost from the responsible
agent.
Responsible agent is considered to be IATA agent issuing ticket that was used by the passenger on day
of travel.

3. Cost recovery Fee
Cost Recovery Fee for Non-Compliant practices described under 2 1.1. – 2.1.6. will be debited in the
amount of 5€ per passenger per segment.

4. Administrative fee
All Agency Debit Memos issued by Croatia Airlines are subject to administrative fee. For further info
refer to Croatia Airlines ADM/ACM Policy.

5. Closing remarks
Croatia Airlines will always issue Agency Debit Memo in accordance with IATA resolution 850m ISSUE
AND PROCESSING OF AGENCY DEBIT MEMOS (ADMS),
Deadlines specified in 850m Paragraph 4 ISSUANCE PRINCIPLES for ADM issuance and ADM dispute
must be observed.
Croatia Airlines requests all agents issuing OU/831 travel documents to familiarize with IATA resolution
830a CONSEQUENCES OF VIOLATION OF TICKETING AND RESERVATION PROCEDURES.
Croatia Airlines requests all agents issuing OU/831 travel documents and / or accessing Croatia Airlines
inventory to familiarize with IATA resolution 830d RESERVATIONS PROCEDURES FOR ACCREDITED
AGENTS.


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