2017 SERVICES FUND AGENCIES - Air Canada - The … · SERVICES FUND INTRODUCTION Last December 13, 2016, Air Canada introduced Services Funds to our Canadian agency partners. The

2017 SERVICES FUND

CANADIAN AGENCIES

October 2017 (update)

UPDATES TO SERVICES FUND RULES

Some clarifications have been added to the Services fund document based on feedback received in the last months.

▪ NMRF authorization and process “NEW”

▪ Services fund eligibility

▪ Examples added for Atlantic advance purchase usage

Go to 'Insert', 'Header & Footer' and type in title

2Go to 'Insert', 'Header& Footer' and type in the date

SERVICES FUND INTRODUCTION

Last December 13, 2016, Air Canada introduced Services Funds to our

Canadian agency partners. The introduction of the

Air Canada Services Fund replaced our current Online Waiver (VAT)

unit based program for our agency partners.

In March 2016, you were allocated a specific numbers of VATs based on your agency’s 2015 revenue performance, we have converted the balance of your unused VATs to a Services Fund value.

Your 2017 Services Fund is valid for tickets issued until February 28, 2018, regardless of departure date. Unused Services Fund values will not be paid out.

3

SERVICES FUND TERMS & CONDITIONS

All Services Fund parameters are subject to the following terms and conditions:

1. Permitted on 014 tickets only

2. Bookings on flights operated by Air Canada, Air Canada Express and Air Canada Rouge

3. Atlantic service itineraries that include our Joint Venture partners: Lufthansa Group (Lufthansa, Austrian

Airlines, Swiss, Brussels Airlines) and United Airlines provided the itinerary includes at least one

transatlantic segment marketed and operated by Air Canada. This also includes:

i. Itineraries with intra-Europe Air Canada marketed flights (codeshares) or marketed and

operated by Lufthansa, Austrian, Swiss, Brussels Airlines

4. Permitted on the following fare products/ticket types:

i. Original or exchanged tickets

ii. Published fares (except Business class)

iii. Corporate contracted discount fares

iv. Leisure contract discount fares

v. Meeting and Convention fares

4

eligible itineraries:

Example 1: AC872 YYZ FRA / AC9158 FRA VIE (connection or stop in FRA) AC6209 VIE YYZExample 2: AC872 YYZ FRA / LH1348 FRA WAW (connection or stop in FRA)

SERVICES FUND TERMS & CONDITIONS (CONT’D)

Your Services Fund may not be used for the following:

▪ Past bookings/travel or retroactively– To be able to use CSF for Name Change it has to be on an active ticket and not a

cancelled (credit status) ticket. The new booking must be made under the original

traveller’s name and then the CSF name change applied to it, in order to change

the name

▪ Codeshare flights, or any itinerary with other airline segments that are

not Joint Venture carriers

▪ Group contracts

▪ Bereavement/compassionate fares

▪ Agency Reduced Rate Fares (AD75s/Escapes)

▪ Aeroplan Reward tickets

▪ Flight Passes

▪ Barter tickets

▪ Debit memos

▪ As a reward for your customers

5

USING YOUR SERVICES FUND

▪ Your Services Funds must be applied through the Services Fund Tool* accessible online from www.aircanada.com/agents.**

▪ Once your Services Fund number is entered in the Service Fund Tool, the value will be decremented; it cannot be reversed.

▪ Once you have entered your Services Fund number in the Services Fund tool, you MUST enter it in the Tour code box of the ticket:▪ If the tour code box is used for a contract number, enter the Services Fund

number in the endorsement field/box.

▪ A ticketing error fee of $50.00 plus taxes will be assessed when:▪ the Services Fund number is not entered on the ticket (either in the tour code or

endorsement box).▪ The Services Fund number is entered directly in the GDS (without using the

Services Fund tool)▪ Old VAT numbers are used instead of the Services Fund number.

▪ NMRF Services Fund number, new ticket number and 'NMRF' are not

entered in an OSI line on the refunded file. Note: OSI must be added

before cancelling the file to be refunded or it will not appear in our Air

Canada system.

6

*Unless specified by Air Canada Sales. ** Please refer to the Online Tool document for detailed information on the online tool.

SERVICES FUND GUIDELINES

7

Service Fund Types:

APUR: Advance Purchase and late ticketingCHNG: Change feeMIMX: Minimum/maximum stayNMRF: Name change/refund (due to name change)

A maximum of two (2) Services Fund types can be entered per PNR. If 2 Services Fund types are already entered on a PNR, no additional types can be added.

When you select a Services Fund type, the value will be decremented per passenger

Example: V62222222001 for APUR and then for CHNG, it cannot be used for a third time.

SERVICES FUND GUIDELINES (CONT’D)

8

APUR: Advance Purchase

MIMX:Min/Max Stay

CHNG:Change Fee

GDS BOOKINGS ONLY

Eligible itineraries

System-wide in Economy andPremium Economy only* (not

permitted for Pacific itineraries booked in Premium Economy)

System-wide in Economy andPremium Economy only* (not

permitted for Pacific itineraries booked in Premium Economy)

System-wide in Economy and Premium Economy only* (not permitted for Pacific

itineraries booked in Premium Economy)

Atlantic itineraries in Business Class



Others terms and conditions of use

Permits waiving of advanced purchase rules for existingbookings when an error has been made

All fares including expired fares must be stored in the PNR

Waiver can only be provided on ticketed PNR. Waiver allowed only after the outbound flight(s) has been flown. Must be a through fare. No broken fares.

• Applies to waive change fees when fare permits change

• Must be a through fare. No broken or point to point fares

• Ticket must be re-issued via Ticket Exchange notice

• Re-issue ticket and process an even exchange even when there is NO ADCOL

• When there is an ADCOL, re-issue the ticket and collect applicable amounts through the automated exchange

SERVICES FUND GUIDELINES (CONT’D)NMRF: Name Change/Refund

(Cannot be used to refund a ticket only. A new ticket must be issued in order to use NMRF)

Applicable for GDS, Online, Air Canada Corporate Rewards BOOKINGS ONLY

Terms and conditions for use

• To be able to use CSF for Name Change it has to be on an active ticket and not a cancelled (credit status) ticket. The new booking must be made under the original traveller’s name and then the CSF name change applied to it, in order to change the name.

• Before cancelling the itinerary and PNR on the file to be refunded, enter the Services Fund number, the new ticket number and 'NMRF' in an OSI line. If there are no active segments on the PNR when your remarks are added, your message won't be transmitted to Air Canada and the agency will be subject to a debit memo.

• Applies to bookings with fully unused segments (cannot be used when travel has commenced). If a segment of the itinerary is operated by LHG, this waiver cannot be used.

• Applies to a new ticket (does not apply to exchanged tickets)• The new ticket must be for travel (ticketed on and wholly operated by Air Canada)

within the same region/market as the original ticket (if the original ticket was YYZ-YVR-YYZ, the new ticket must be for travel within Canada)

• The new ticket must be of equal or higher value • Cannot be used to refund the unused value of a non-refundable exchanged ticket• If the PNR has multiple passengers, you are required to divide the PNR



SERVICES FUND GUIDELINES (CONT’D)

NMRF: Name Change/Refund (Cannot be used to refund a ticket only. A new ticket must be issued in order to use NMRF)

Applicable for GDS, Online, Air Canada Corporate Rewards BOOKINGS ONLY

Ticketing Procedures

• Cancel the original PNR:• For GDS bookings, add the required OSI remarks, cancel the original PNR

and refund the ticket.• For online bookings*, cancel the original PNR, complete the “Ticket Refund

Application form” accessible from www.aircanada.com/agents and include the following information:

• NMRF refund request in the subject line of the email• The new and original ticket number• The new and original itinerary• The new and original ticket issuance date• Original passenger’s name• New passenger’s name• Services Fund Number



TYPICAL TURNAROUND TIME IS 8-10 BUSINESS DAYS. DUE TO UNFORESEEN, UNCONTROLLABLE CIRCUMSTANCES TIMEFRAME MAY INCREASE.

IT CAN TAKE UP TO 2 STATEMENTS BEFORE CUSTOMER SEES REFUND ON CREDIT CARD.

http://www.aircanada.com/agents

QUICK REFERENCE FOR ADVANCE PURCHASE FOR

TRANS-ATLANTIC (*EMEAI)

11

Sub-Services Fund Description Ticketing Days Before Departure

Economy Cabin:• 3-Day AP Fare• 7-Day AP Fare• 10-Day AP Fare• 14-Day AP Fare• 21-Day AP Fare• 30-Day AP Fare

Permits waiving of advanced purchase rules for existing bookings when an error has been made, as per the published fares. Fare must be stored and no changes made to the PNR. Must be a through fare. No broken or point to point fares.

JV partners are allowed on the ticket. P, C, D and Z fare tickets issued in the US or CA with UA operated flights do not qualify for this waiver.

• 1-2 days• 3-6 days• 7-9 days• 10-13 days• 14-20 days• 21-29 days

Business Cabin• 3-Day AP Fare• 7-Day AP Fare• 14-Day AP Fare• 28-Day AP Fare• 50-Day AP Fare• 90-Day AP Fare

Permits waiving of advanced purchase rules for existing bookings when an error has been made, as per the published fares. Fare must be stored and no changes made to the PNR. Must be a through fare. No broken or point to point fares.

JV partners are allowed on the ticket. P, C, D and Z fare tickets issued in the US or CA with UA operated flights do not qualify for this waiver.

• 1-2 days• 3-6 days• 10-13 days• 21-27 days• 40-49 days• 80-89 days

GuaranteedAirfare/Expired Fare

Extends guarantee of an expired fare for an additional 24 hours (1 business day) beyond the allowed 24 hours.

Permits waiving of advance purchase rules for existing bookings when an error has been made, fare must be stored and no changes made to the PNR. Must be a through fare. No broken or point to point fares

JV partners are allowed on the ticket. P, C, D and Z fare tickets issued in the US or CA with UA operated flights do not qualify for this waiver

Missed Ticketing /Ticketing Time Limit

Extends guarantee for an additional 24 hours (1 business day) after automatic cancellation of the booking

Permits waiving of advance purchase rules for existing bookings when an error has been made and fare must be stored. Must be a through fare. No broken or point to point fares

JV partners are allowed on the ticket. P, C, D and Z fare tickets issued in the US or CA with UA operated flights do not qualify for this waiver

*EMEAI: Europe, Middle-East, Africa, India

QUICK REFERENCE EXCLUSIVE TO TRANS-ATLANTIC (EMEAI)

12

ServicesFund TYPE

Sub Services Type BOOKING SOURCE CLASS OF SERVICE

EXPIRED FARES

APUR/Late ticketing

Economy Class• 3-Day AP Fare• 7-Day AP Fare• 10-Day AP Fare• 14-Day AP Fare• 21-Day AP Fare• 30-Day AP Fare

Business Class• 3-Day AP Fare• 7-Day AP Fare• 14-Day AP Fare• 28-Day AP Fare• 50-Day AP Fare• 90-Day AP Fare

• Guaranteed Airfare/Expired Fare

• Missed Ticketing /Ticketing Time Limit

GDS ONLY Economy ClassPremium EconomyBusiness Class

Yes*All faresincluding expired fares must be stored in the PNR

CHNG

- GDS ONLY Economy ClassPremium EconomyBusiness Class

MIMX

- GDS ONLY Economy ClassPremium EconomyBusiness Class

NMRF

- GDSAC.COM/AGENTSAC2U

Economy ClassPremium EconomyBusiness Class

EXAMPLES FOR ATLANTIC SERVICES FUND

APUR-Sub-Services Fund

1. Economy Class ticket

2. Departure date July 15st with a 7 days AP Fare

3. Error was made and change is required

4. Ticket issued or Fare is stored and no changes were made

5. The 7 days AP Services fund ($550) can be used if within 3 to 6 days prior to departure (July 10th-12th).

Services Fund-APUR Sub-Services/7-Day AP Fare

Apur-Guaranteed airfare/Expired Fare

1. Economy Class ticket

2. Booked on July 15th, ticket not yet issued

3. Fare is expired but still available to sell at higher cost-fare stored

4. July 16th, Services fund ($250) can be used

Services Fund-APUR Sub-Services/Guaranteed Airfare/Expired Fare



QUICK REFERENCE: ALL OTHER ROUTES

14

ServicesFund TYPE

Sub ServicesType

SYSTEM-WIDE BOOKING SOURCE CLASS OF SERVICE

EXPIRED FARES

APUR/Late ticketing

YES GDS ONLY Economy ClassPremium Economy1

Business class3

Yes*All faresincluding expired fares must be stored in the PNR

CHNG

- YES GDS ONLY Economy ClassPremium Economy1

Business class3

MIMX

- South America, Sun/Caribbean,

Pacific

GDS ONLY Economy Class2

Premium Economy1

Business class3

NMRF

- YES GDSAC.COM/AGENTSAC2U

Economy ClassPremium Economy1

Business class3

Includes: Canada, USA, Sun/Caribbean, South America, Pacific

1Not applicable for Pacific PY itineraries2Not applicable on Canada or US Itineraries, 3Not applicable for Business class Itineraries

SERVICES FUND VALUES: TRANS-ATLANTIC (EMEAI)

15

SERVICES FUND SUB SERVICES FUND TYPE CABIN SERVICES FUND VALUE

Advance Purchase(APUR)

3-Day AP Fare

Economy Class

$700

7-Day AP Fare $550

10-Day AP Fare $500

14-Day AP Fare $350

21-Day AP Fare $300

30-Day AP Fare $250

3-Day AP Fare

Business Class

$1,400

7-Day AP Fare $1,100

14-Day AP Fare $800

28-Day AP Fare $700

50-Day AP Fare $600

90-Day AP Fare $500

Guaranteed Airfare / Expired Fare All classes $250

Missed Ticketing / Ticketing Time Limit All classes $250

Min/Max Stay & Day of Week Economy Class $750

Min/Max Stay & Day of Week Business Class $2,500

Change Fee (CHNG) Economy Class $300

Change Fee (CHNG) Business Class $450

Name Change (NMRF) Economy Class $600

Name Change (NMRF) Business Class $900

Min/Max Stay (MIMX) Min/Max Stay & Day of Week Economy Class $750

Min/Max Stay (MIMX) Min/Max Stay & Day of Week Business Class $2,500

SERVICES FUND VALUES: ALL OTHER ROUTES

EXCEPT TRANS-ATLANTIC (EMEAI)

16

MARKET SERVICES FUND SERVICES FUND VALUE

Canada/USA Advance Purchase (APUR) $250

Canada/USA Min/Max Stay (MIMX) Not Applicable

Canada/USA Change Fee (CHNG) $250

Canada/USA Name Change (NMRF) $250

SUN, Caribbean, South America Advance Purchase (APUR) $400

SUN, Caribbean, South America Min/Max Stay (MIMX) $400

SUN, Caribbean, South America Change Fee (CHNG) $400

SUN, Caribbean, South America Name Change (NMRF) $400

Pacific Advance Purchase (APUR) $500

Pacific Min/Max Stay (MIMX) $750

Pacific Change Fee (CHNG) $300

Pacific Name Change (NMRF) $600

Note: Services Fund not applicable on Business class Itineraries

ENCOUNTERING ISSUES OR HAVE QUESTIONS?

▪ Documents available for you:

– Services Fund – Online Tool

– Services Fund – Agency Admin

– Q&A

Video: http://www.screencast.com/t/rUdZHWfeLOHQ

▪ Contact

– [email protected]

17

http://www.screencast.com/t/rUdZHWfeLOHQ