For ADM/ACM issued on/before March 31, 2021

Please refer to the following policy:

Based on IATA Resolution 850m, we may issue Agency Debit Memo or invoices on following cases.

1. ANA collects an administrative fee of USD25 / CAD30 / MXN300 / BRL95 for the issuance of ADM.
2. When penalty charge is clearly mentioned, we issue ADMs based on the amount.
3. We may change ADM policy without any advanced announcement.

1. Fare Violations 

1. Incorrect fare application and combinability
2. Incorrect fare value, net amount and tour code
3. Incorrect minimum/maximum stay, advanced purchase rules
4. Incorrect seasonality, flight applications
5. Incorrect codeshare flights applications
6. Incorrect stopovers, transfers and surcharges
7. Incorrect booking class on NH and other airlines
8. Incorrect Fare Basis
9. Open or waitlisted sectors (where reservation is required)
10. Cross border ticketing*

*This is also known as Throwaway Ticketing and is strictly forbidden per IATA Ticketing Handbook Resolution 830a. This is the practice of selling a ticket with a fictitious point of origin or destination in order to undercut the applicable fare, fee or charge.

2. Commission Violations 

1. Incorrect application
2. Incorrect percentage or amount
3. Incorrect/over-collection of mark-up amount

3. Taxes/Fees/Charges and Surcharges Violations 

1. Incorrect collection of Taxes/Fees/Charges and Surcharges
2. Missing Taxes/Fees/Charges and Surcharges
3. Wrongly altered Taxes/Fees/Charges and Surcharges
4. Already used Taxes/Fees/Charges and Surcharges refunded by mistake

4. Refund Violations 

1. Incorrect calculation of refund amount, Taxes/Fees/Charges and Surcharges
2. Incorrect application of cancellation penalty, refund charge
3. Incorrect calculation of refunded commission amount
4. Incorrect form of payment on refunds
5. Refund after document period expired

5. Exchange Violations 

1. Missing or incorrect rebooking fee

6. Mishandling of Schedule Changes 

1. Incorrect ticket exchanges
2. Rebooking fee in each schedule changes

7. Incorrect Waiver Authorization Code (WAC) 

1. Missing input of Waiver Authorization Code (WAC)
2. Incorrect application (ticket) of refund charge
3. Incorrect application(flight) of refund charge
4. Improper use of Waiver Authorization Code (WAC) and false report

8. Improper Use of Credit Card 

1. When the credit card company applies ANA chargeback with regard to fraudulent use, in addition to the ADM administrative fee, whole sales amount is requested by ADM.
2. When the settlement is made with agent`s own cards, Virtual Account Numbers (VAN), wholesale cards or any card other than Customer`s Card, in addition to the ADM administrative fee, 10% of the sales amount is requested by ADM.

9. Violation of Booking Policies and Penalty Charges

10. Others for specific markets *(Country code) means applied market/area 

1. Special cancellation penalty, refund charge for group PNR (JP)
2. Deposit for group PNR (JP, SG & HK)
3. Settlement of reservation deposit (HK)
4. 205 issuance without NH sector (US & PH)
5. Dishonored Draft Ticket (US)
6. Unreported Sales (US)
7. Incorrect or missing Ticket Designator (US)
8. Missing Restrictions in Endorsement Box (US)
9. Commission application for Discount tickets including local market fares (US, SG, HK, TH, TW & ID)
10. Refund including waiver code needs to process by BSP (UK)
11. Need to input conjunction ticket number when collecting penalties by VMPD and EMDs (UK)
12. "Tax Deduction at Source" collection on commission from agent (IN)
13. Incorrect Handling Procedure regarding exchange violations (PH)
14. Incorrect Form of Payment (US & PH)
15. Cancellation charge for group (PH)
16. Non-negotiable late fee (US) - Subject to ADM issued on/after October 01, 2016
    ANA will impose non-negotiable late fee when ADM turns to the following ages.
    For ADMs that are not paid at 240 days, Agent's ticketing privilege will be terminated*.
    *ANA reserves the right to terminate Agent's appointment any time if Agent fails to pay ADM or to be at a disadvantage by Agent.
     

    Memo Age	Late Fee
    Over 120 days	USD50
    Over 180 days	Additional USD100

    
     
17. Chargeback Fee (US & CA)
18. Internal Refund Fee (US & CA)

Agency Credit Memos (ACMs) are applied on following cases.

(ARC) ANA will not accept the request of ACM issuance after 2 years of the original ticket issuance.

1. Adjustment of cancellation penalty, refund charge
2. Adjustment of ADM
3. Adjustment of Refunded ticket, Fare / Tax (JP, KR & SG)
4. Adjustment of deposit for group PNR (HK)
5. Adjustment of incorrect commission (KR & IN)

Disputes

(ARC)

1. All initial ADM objections must be submitted to ANA within 30 calendar days from the ADM issue date, time being of the essence.
2. ANA will not accept any original objection to an ADM after 30 calendar days from the ADM issue date.
3. In the event an Agency’s objection is denied, Agency shall have the opportunity to appeal said denial in writing setting forth reasons therefore and submitted to ANA within 10 days of Agency’s receipt of said denial, time being of the essence.
4. In the event the denial of Agency’s objection is affirmed, Agency shall have the further right to a second appeal of said denial, said appeal to be in writing setting forth Agency’s reasons therefore and submitted within ten 10 days of Agency’s receipt of said second denial, time being of the essence.
5. In the event of a second denial of Agency’s objection, no further appeal is permitted. (BSP)
6. Dispute period for agents is 15 calendar days from the date of issue.
7. In case of disagreement, the agent is obliged to contact the issuing airline within the dispute period through BSPlink.
8. Disputed ADM is not reported to BSP for processing until airline settle within 60 days of receipt.

If you have any further inquiries, please contact as follows;

TC1:
ANA Travel Agency Desk Email: (salessupport@fly-ana.com) for assistance. (US, Canada and Mexico) Office Hours: Mon.-Fri./6:00-17:30 (Los Angeles) or ANA Customer Service Contact Center Tel:+1-310-782-3011 Office Hours: Mon.-Fri./5:30-18:00, Sat.Sun.Holidays/5:30-14:00 (Los Angeles)

TC2 & TC3:
China: Tel: +86-10-8559-9235 / Email: ml_notice_rhcms@ana.co.jp
Office Hours: Mon.-Fri./9:00-17:30, Sat. Sun. Holidays/Closed


We thank you for taking your time to review our ADM/ACM policy and your continued support of ANA.