In accordance with Resolution 850m by IATA, we would like to inform you about the ADM (Agent Debit Memo) issuance policy that is being applied by Vueling Airlines (VY-030) with the aim of complying with the company’s guidelines for ticket issuance, refunds and best practices.
1. Reasons for raising ADMs
1.1 Passive Segments
An ADM will be raised for the value of €5 for each passenger and Passive Segment if Vueling incurs a charge from the GDS.
1.2. Malpractice
Here is a list of causes for raising ADMs when Vueling’s guidelines are not complied with:
1.3. Reimbursement
The fact that the system allows automatic refunds via GDS does not imply acceptance by Vueling. These will be audited within the established time frames.
1.4. Issuance
Here are the most common reasons for raising ADMs to ensure our fare structure is been correctly applied:
1.5.VOIDs
An ADM for the value of the Fare, YQ and YR taxes will be raised when a ticket is VOID but flight segments have not been cancelled before departure.
2. Issuance and Dispute
ADMs will be issued via BSPlink and can only be disputed the same way for 15 days, even if the ADM has not been billed, from the date it was loaded. And even if it has been billed, the agency can dispute any transaction issued in the last 12 months via “Post Billing dispute”.
In the event of disagreement, it is essential to provide the documents related to the case through BSPlink (VY commercial team authorisation, EMD, any proof supporting any incident related to the flight, etc.).
Once a dispute has been recorded in BSPlink, it must be settled between the travel agency and the airline involved within 30 days. A maximum of two messages can be exchanged per party (once these messages have been used up they can continue to communicate outside BSP). If the issue is not resolved in 30 days, the ADM will be removed from BSPlink and the dispute will be marked as “No Agreement reached – to Agent” and a credit note will be issued to the agency.
3. Response Dispute Period
Once the dispute is settled via the BSPlink, Vueling will reply within 20 days.
4. Language of ADMs
The language used in the settlement of an ADM will be English and Spanish.
5. Administrative Fee due to ADMs issuance
In order to cover ADMs administration costs, €20 fee (or the equivalent in local currency) will be charged for each issued ADM. In the case of malpractice, the fee will be charged per booking/PNR. For issuances or reimbursements, the fee will be charged per ticket linked to the ADM if the amount is equal to or larger than €10.
6. Contact
Contact information for ADM/ACM questions and issues is: consulta.adms@accelya.com.
