ASATA Regional MeetingIATA Passenger Agency ProgammeDevelopments & UpdatesMarch 2017

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Agenda IATA Customer E-Statement (ICE) Governance Working Group – APJC

New Membership and Next steps

PCI DSS Compliance ADM working group project NewGen ISS & IATA Organizational Change Ticketing Authority – Avoiding withdrawal Question & Answer

IATA Customer e-Statements (ICE)

PASSENGER AGENCY PROGRAM DEVELOPMENTS

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• Customer Friendly tool designed to show agency’s recent BSP billings & payments

• Key Features:• Outstanding balance for recent cycles• Payment Breakdown per accredited location• Upcoming remittance date• Email Notifications• Support proactive management of late remittance due to error• End to end Management of remittances; from billing availability to

payment and receipt confirmation

BSP ZA DEVELOPMENTS

IATA Customer E-Statement (ICE)

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Governance Working Group (APJC)

PASSENGER AGENCY PROGRAM DEVELOPMENTS

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BSP ZA DEVELOPMENTSLocal Governance Group - APJC

Func

tiona

l exp

ertis

e

Agency Program Joint Council (APJC) Membership (Currently under review and to be formally confirmed)

Airlines: South African Airways, British Airways, Air France, Emirates & Air

Mauritius

Agents: Bid Travel, Sure Voyager Travel, Flight Centre Travel Group, Travel

Counsellors and XL The Travel Professionals ASATA (Observer)

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LOCAL GOVERNANCE – APJCLocal Financial Criteria (LFC) – Next steps

Pax

Cargo

Airports, Civ Av, ANS

Travel and Tourism

IT

Phase 2 - PSG Alignment Expectations:

1. Increase remittance frequency from monthly to fortnightly or weekly2. Review local financial criteria including:

2.1. review of financial ratios and tests using r800f as a guideline ensuring the criteria is fit for purpose for the review of all agents

2.2. removal of financial security discounts 2.3. review the financial security calculation and consider to update to

the best practice calculation in r800f

APJC ZA meeting planned for 31st March 2017

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• Provider has successful completed the Annual Provider assessment and has met IATA

Requirements as per Resolution 850p.

• The provider has also successfully managed its obligations for recent default cases and

recoveries.

LOCAL GOVERNANCE – BSP ZAAlternative Form of Financial Security

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PCI DSS Compliance

PASSENGER AGENCY PROGRAM DEVELOPMENTS

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PASSENGER AGENCY PROGRAM DEVELOPMENTS

PCI DSS Compliance

Pax

Cargo

Airports, Civ Av, ANS

Travel and Tourism

IT

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Payment Card Industry (PCI) Data Security Standard (DSS) compliant

• Effective 1 June 2017, PCI DSS compliance will be a mandatory

condition to obtain and retain accreditation as an IATA Accredited Agent

in all its Accredited locations under the Passenger Sales Agency Rules in

Resolution 818g.

• Non-compliance with PCI DSS security standards could result in 2

instances of irregularity being recorded against your agency.

A set of technical and operational conditions, for all entities that store, process and transmit payment card data, with the aim to preserve payment card security.

VisaMasterCardAmexDiscoverJCB

Payment Card Industry Security Standards Council

PCI Data Security Standard

What is PCI DSS

PASSENGER AGENCY PROGAM DEVELOPMENTS

PCI DSS Compliance

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PCI DSS & Travel Agency BusinessThe breach or theft of cardholder data affects the entire payment

card industry with a knock on effect.

Agency potential liabilities: • Lost confidence, so customers go to other merchants.• Diminished sales.• Fraud losses.• Higher subsequent costs of compliance.• Legal costs, settlements and judgments.• Fines and penalties.• Termination of ability to accept payment cards.• Going out of business.

PASSENGER AGENCY PROGAM DEVELOPMENTS

PCI DSS Compliance

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The role of IATA in PCI DSS Compliance• Require that BSPlink and the data processing systems are PCI

DSS compliant.• Set standards where payment cards are used as forms of

identification or as forms of payment in self-service common use terminals.

• Demand that all its service providers are PCI DSS compliant and annually provide evidence of valid compliance

PASSENGER AGENCY PROGAM DEVELOPMENTS

PCI DSS Compliance

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PCI DSS Compliance Procedure 1. Evidences acceptable

PCI DSS Attestation of Compliance (AOC) which must be completed by aQualified Security Assessor (QSA).

Self-assessment questionnaire signed by an authorized officer. The results of quarterly vulnerability scans if applicable.

2. When to submit Upon individual request that you will receive from IATA

3. How to submit Scanned copies as an attachment to your case or email to the case

To support current and future IATA Accredited Agents learn more about how to become PCI DSS compliant, obtain or re-validate compliance, we have developed a dedicated webpage to PCI DSS compliance.

PASSENGER AGENCY PROGAM DEVELOPMENTS

PCI DSS Compliance

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ADM Working Group Project

PASSENGER AGENCY PROGRAM DEVELOPMENTS

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Focuses for 2017• Standardizing ADM Processes

• Commission Control Setup

• Credit Card issues

• One-on-ones with Airlines, Agents & GDSs.

Tangible outcomes:• Best Practices for Agents that we define, will form part of the new

global BSP Manual for Agents

• Best Practices for Airlines, we will be making an attachment to the Resolutions 850m

• The ADM Project Team will produce a Best Practice Guide including all Best Practices

FDS – ISS DEVELOPMENTS

Agency Debit Memo Working Group (ADMWG) Project

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We are conducting a global Market Research through a survey campaign in order to understand the situation of airlines and travel agents with regards to ADMs as well as to provide concrete solutions for specific needs.The purpose is to obtain market-based data that proves what is really at stake with ADMs and understand the best way for IATA to promote best practices efficiently.

Your involvement in this study is fundamental for IATA to have a precise comprehension of the market. Please help us spread the word to EVERYONE in the industry possible!

Airlines- please let your fellow agents know that you are in a working group, which aim is to reduce ADMs and a better relationship with them, AND ask them to help us by completing the survey!

Agents- please let your Head Office- Rev. Accounting people know about this study and help us by completing the survey!

Travel Agent’s Association- please help us promote this initiative to your members by placing the survey link on your newsletters and mention that you are part of the ADMWG, we welcome any comments from your Agents!

Agency Debit Memo Working Group (ADMWG) Project

FDS – ISS DEVELOPMENTS

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NewGen ISS & Organizational

Change

PASSENGER AGENCY PROGRAM DEVELOPMENTS

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• Collaborative approach to the development and introduction of NewGen ISS• Contributions from Passenger Agency Program Global Joint Council

(PAPGJC) and Agency Program Joint Councils (APJCs) • In September 2016, the Passenger Agency Conference (PAConf), adopted

Resolution for the introduction of the new accreditation models, IATA EasyPayand Global Default Insurance.

• Resolution text related to Remittance Holding Capacity will be presented to PAConf in 2017 following the outcome of a joint Agent/Airline Working Group.

• Pilot of all NewGen ISS components will begin in the second half of 2017

PASSENGER AGENCY PROGRAM DEVELOPMENTS

NewGen ISS - Status

Global Default InsuranceAgency Accreditation Models IATA EasyPay Risk Management

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• IATA is restructuring the operations of IATA’s Financial Settlement Systems in preparation for the major product and service enhancements.

• New Generation IATA Settlement Systems (NewGen ISS) will expand and improve the product offering associated with IATA’s Financial Settlement Systems.

• This development will necessitate more intense customer support than could be efficiently achieved within the current structure.

PASSENGER AGENCY PROGRAM DEVELOPMENTS

IATA ORGANIZATIONAL CHANGE

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As a result, IATA will be equipped to take on the industry challenges and grow

• Creating a Global Delivery Center for the operations of FDS which will be delivered across Madrid, Singapore and Montreal.

• 24/7support model• All time zones covered• BCPs for transition and operations• Enabling our regional teams to be even more focused on

taking care of our customers and developing our markets.

• Consolidating Amman and Miami ISS operations into Madrid GDC.

• Consolidating Agents Invoicing & Collection and Billing & Reporting into Singapore GDC to provide global coverage.

• Integrating the FDS Operations functions from Geneva with the GDC operations in Madrid and Montreal to be closer to the front-line or relevant teams, respectively.

GDC

Consolidation

Integration

H

H

HH

How: we are aligning our organization to support the upcoming changes from NewGen ISS and focusing on the customer

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PASSENGER AGENCY PROGRAM DEVELOPMENTS

IATA ORGANIZATIONAL CHANGE

Putting our customers at the heart

180 countries, allreporting to HQ

5 regional hubs,each reporting to HQ

Pre-2013 2013-2017 2017 onwards

CENTRAL CONTROL GLOBAL DEVELOPMENT,REGIONAL DELIVERY

CUSTOMER CENTRIC

Delivery organised around the customer

YMQ

GVA

YMQ

GVACUSTOMER

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Ticketing Authority

FDS –ISS OPERATIONS

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Airline Suspension

• Recent cases resulting in default actions resulting from airline suspension highlighted need for clarification of the process.

• Follow the instructions as communication; • Suspend all ticketing activities• Settle outstanding billings directly with airline

• Total amounts due to BSP for future Remittances should not contain amounts due to or from suspended airline

• No refunds may be deducted• Adjust advance payments made before next remittance

• Review the details of remittances made in advance to the clearing bank ahead on next remittance date

• Make required adjustment to ensure “full payment”• ICE Platform will reflect the adjusted billing amounts due

FDS – ISS OPERATIONS

Ticketing Authority

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Measures to Avoid Ticketing Authority Withdrawal – Airline Suspension

• Ensure that agency profile in Sales force and BSPLink is updated accurately• Subscribe to IATA Customer E-Statements

• Proactively manage your interactions with the BSP• Recent cases resulting in default actions resulting from airline suspension

highlighted need for clarification of the process.

FDS – ISS OPERATIONS

Ticketing Authority

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PASSENGER AGENCY PROGRAM & BSP UPDATES

Question & AnswersFu

nctio

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xper

tise

13-Mar-1727

Thank you