Agency Debit Memo (ADM) Πολιτική


Effective 1 August 2017


Ellinair  (EL)Agency Debit Memo (ADM) Policy is intended to make clear to BSP accredited travel agents (Agent) the circumstances under which ADMs will be issued and the frame in which the EL applies.

An ADM will be issued to notify the Agent that, unless evidence exists to the contrary, the Agent owes the Airline the amount shown on the ADM for the reasons indicated below.

EL ADM applies to all GDS users: accredited travel service suppliers.

ADMs will be processed through BSP within  twelve months of the final travel date or, when the final travel date cannot be established the expiry date of the travel document or in the case of Refunds within  twelve months of the BSP remittance date. For interline tickets where EL operates at least in one leg,ADM can be issued during 12 months of the final travel date. Passive bookings are not allowed at any interline bookings, except for prior approval from EL.

  • 1. EL policy

1.1. EL will issue an ADM to collect amounts or make adjustments to agent transactions related to the issuance and use of EL traffic documents, issued by, or at the request of the Agent, regardless of which airlines are included in the itinerary of the EL traffic documentAn ADM may also be used to collect amounts where a traffic document has not been issued, if agreed with the Agent, for example, deposits for group sales.

1.2.An ADM will represent a single charge or multiple charges if the reason for the charge is the same. Different  ADM type-charges will not be included in the same ADM.

1.3.EL will include details and, where appropriate, supporting documentation to make clear the reason why a charge is being made in an ADM.

1.4.EL  will provide the Agent with the contact details of  EL, which the Agent can contact to discuss the ADM or the contact details of a  representative.

  • 2. Refunds

2.1. To adjust refunds, an ADM will only be issued within  twelve months of the BSP remittance date on which the document was settled. For any charge due beyond this period, EL will agree with the Agent bilaterally for the ADM charge.

  • 3. Disputes

3.1. EL complies with local BSP procedures in providing Agents with a minimum period of time to review any ADM and dispute it.

3.2. If an Agent disputes an ADM through BSP Link, EL will investigate and contact the Agent.

3.3. If an Agent disputes an ADM before billing:

A. Agent should  send an e-mail.
B. EL will investigate provided evidence and communicate decision to the Agent within 30 days after dispute receiving. Any dispute should be addressed with no more than three ADMs. Any additional ADM may have additional charge from EL side.

  • 4. Agency Best Practices

The Agent should:

4.1. Not dispute an ADM where the reason is valid and evidence to the contrary is not available. EL has the right to contact the GDS for further investigation and confirmation.

4.2. Raise all disputes within the BSP dispute period in accordance with Resolution 850m. The travel agent should dispute the amount within 15 working days from the date of issuance. EL suggests the ADM submission to be included in the same billing period. In case the Agent has monthly remittance with IATA, the ADM could be included in the next calendar month.

4.3. Ensure that when an ADM is disputed the claims are detailed and well justified.

4.4. Ensure that the contact details (phone numbers, fax numbers and email addresses) for the Agent are up to date in BSP Link.


ADM Category 

ADM Subject

Amount, EUR (equivalent in local currency)

1. Administrative fee

An Administrative fee for processing one ADM document.

If ADM is canceled by EL for commercial reasons, Administrative fee will be paid in any case by the Agent. 

10 EUR

Minimum ADM amount

Minimum amount of one ADM document of any type, excluding administrative fee.


10 EUR

Terms of fares use

In case of issuance and (or) re-issuance of a Ticket:

Improper use of fare with fare rules violation: period of validity, season, number for permitted stopovers, rules of fares combination and so on.

The difference between the fare that corresponds to the terms of routing and the applied fare.

Booking classes

In case of issuance and (or) re-issuance of a Ticket:

Improper use of the fare with booking class violation.

The difference between the highest published fare in the relevant service class and the applied fare.

In case of improper and multiple re-issued tickets, 2 EUR charge would be applied per re-issued ticket number.

Airport taxes

Improper use of airport taxes and other fees.

The difference between the amount of taxes/fees that meet the criteria of carriage and the taxes/fees amount that was applied.

Same day cancellation policy  (VOID ticketing)

EL accepts same day cancellation ticket only to specific booking classes (refer to

Any violation of this rule, results in ADM issuance the next calendar month.

Void is not permitted for same day issuance in case of non show.

Void is not permitted in all booking classes within 2 hours (or less) prior departure

Charge equals the whole fare.

Ticket refund

EL accepts refund request only through BSP link refund application. No other refund channel is permitted, unless prior EL’s approval

In the case of refund for unused or partially used tickets: Calculated amount of the refund does not correspond to the rules of the applied fare rules. 

In case of visa rejection (where ticket has been issued in advance) refund administrative fees apply.

Refund Administrative fees apply.

The difference between the amount of the refund in accordance with the rules of the applicable fare and applied calculation of the refund.

All fields of Refund Application should be completed by the travel agent. Otherwise, Administrative fee would be applied.


Re-issuance of the Ticket without applying the correct change fees, wrong fare calculation of the new fare.

Amount of the penalty in accordance with the fare rules, recalculation to a higher fare.


Improper use of a special fare (fare with discounts, including age, corporate, confidential, sea, tour operator discounts, etc.), as follows:
Any lack of  approval of the applied discount on the ticket;
Specifying the incorrect amount of discounts (TP, KK and others) or absence of appropriate discount suffix in the fare basis;
Absence of an appropriate information in the name field of the ticket (INF, CH, ZZ, CD, DOB), number of diplomatic card (DD) in the Endorsement field or lack of any other discount information in the endorsement field or other fields that can be required by EL rules;

Applying of unreasonable discount.

The difference between the applied fare and corresponding published fare in same booking class.

If the applied fare doesn't correspond to the published fare directly, upgrade should be made till the next higher published fare in the appropriate service class or according to the airline's class hierarchy.

10. Commission


Mistaken commission recalculation from the Agent could be requested only on the monthly production.

The difference between the amount of commission applied and the amount of commission that meets current Agency Agreement or the Annexes to the Agreement.

Administrative fee is applied.

Multiple / ficticious bookings

Double or multiple bookings for the same passenger who logically can not take a trip on the booked route. PNR churnings are limited up to two times. 

Check daily your queues and ascertain that all the PNRs do not contain segments that you don't need. All the segments with the status code HX / UC / UN / US / NO should be deleted from the PNR always by using the right cancellation codes which are the following:

- ‘ΧΚ’ for SABRE, Galileo and Worldspan

- ‘DL’ or ‘ERK’ for Amadeus


20 EUR per passenger/segment if the multiple/fictitious booking is either in the same or in different PNR

Test bookings

Creating test booking in favour of fictitious names for fare calculation, services verification with the purpose of education and so on.

The test bookings could be done only after EL’s approval for flights not earlier than 24hous prior departure and must be cancelled the same day.


20 EUR per passenger/segment if the test booking would not be cancelled at least 24 hours prior departure and not after EL’s approval

13. Unproductive segments

In case of any changes in the status of the booking segments (including schedule changes) by the carrier (less than 24 hours before departure), cancellation of the booking segments with codes HX, UN, UC, NO, SC, TK, US, PN, WK was not made by the Agent.

In case of the ticket cancelation/refund PNR was not canceled.

Check daily your queues and ascertain that all the PNRs do not contain segments that you don't need. All the segments with the status code HX / UC / UN / US / NO should be deleted from the PNR always by using the right cancellation codes which are the following:

- ‘ΧΚ’ for SABRE, Galileo and Worldspan

- ‘DL’ or ‘ERK’ for Amadeus


10 EUR per passenger/segment

Inactive segments

The use of passive segments or segments with any status except HK for Ticket issuance in the case of absence of seats in GDS.

50 EUR per passenger/per segment

Cancelled bookings

EL fully understands the cases were bookings could be cancelled. However, the percentage of cancellations over the total number of bookings, should not exceed the below thresholds:

For bookings more than 200 per calendar month: maximum cancellation percentage allowance is 45%.

In case of multiple violation of this rule, within a calendar year, EL has the right to increase the ADM charge without prior notice to the Agent.

0.5 EUR per exceeding cancelation.

(ADM issuance the next calendar month)


PNR doesn't contain direct passenger contact information or contact information of authorized person available 24/7 for carrier flight irregularity direct communication. Sufficient contact information is a mobile telephone number and e-mail. EL sends notifications to the PNR’s issued by Travel Agents and travel agents should respond as soon as possible and inform the passenger.


The charge equals the total refunded amount to the passenger.


PNR doesn't contain mandatory information about API (Advanced Passengers Information) for required destinations or has invalid, mistaken API in SSR field.

EL strongly recommends to request valid travel documents from the passengers during the booking procedure.

200 EUR per passenger/per segment for invalid, mistaken API information.

18. Form of Payment

Ellinair does not accept VANs (Virtual Account numbers) as payment method.

However in case of using VANs for ticket issuance, Ellinair reserves the right to charge any additional costs incurred

Possible  charges will be based on any  incurred  bank commission difference.  



  • Χρέωση no-show fee 

H μη εμφάνιση των πελατών  (no-show pax) στα δρομολόγια της Ellinair , επιβαρύνει με επιπρόσθετο κόστος λειτουργίας την εταιρεία μας, λόγω δημιουργίας κενών θέσεων στα δρομολόγια μας. Από τις 20/06/2016 ισχύει η παρακάτω πολιτική χρεώσεων:


- Χρέωση no-show fee σε premium κατηγορία ναύλων Υ,Μ:

Επιστροφή του ναύλου και των φόρων επιτρέπεται μέχρι την αναχώρηση της πτήσης.Σε περίπτωση μη εμφάνισης του επιβάτη στο αεροδρόμιο (No-show) θα υπάρχει χρέωση 40,00 Ευρώ no-show fee ή η αντίστοιχη ισοτιμία σε δολάρια ΗΠΑ. Στην συγκεκριμένη περίπτωση η έκδοση και ακύρωση εισιτηρίου την ίδια μέρα (void ticket) δεν επιτρέπεται. 

- Χρέωση no-show fee σε όλες τις υπόλοιπες κλάσεις:

Σε περίπτωση μη εμφάνισης του επιβάτη στο αεροδρόμιο ( No-show) θα υπάρχει χρέωση  40,00 Ευρώ  no-show fee  ή η αντίστοιχη ισοτιμία σε δολάρια ΗΠΑ. Στην συγκεκριμένη περίπτωση η έκδοση και ακύρωση εισιτηρίου την ίδια μέρα (void ticket) δεν επιτρέπεται. 

  • Διαδικασία void (ακύρωσης) εισιτηρίων 

Η διαδικασία void (ακύρωσης) εισιτηρίων είναι εφικτή μόνο αυθημερόν και μόνο σε ναύλους των οποίων οι όροι το επιτρέπουν. Για  τους υπόλοιπους ναύλους για τους οποίους δε παρέχεται αυτή η δυνατότητα,  ισχύει  η διαδικασία χρέωσης μέσω BSP με τη μορφή των ADMs στον αντίστοιχο ναύλο.

  • Σωστή διαχείριση των συστημάτων κρατήσεων

Επισημάνουμε την αναγκαιότητα της σωστής διαχείρισης των κρατήσεων και σας αναφέρουμε μία λίστα με βοηθητικές οδηγίες για τη σωστή διαχείριση των συστημάτων κρατήσεων 

  1. QUEUES: Ξεκαθαρίστε καθημερινά τις Queues σας και βεβαιωθείτε ότι όλα τα PNRs δεν περιέχουν segments που δεν χρειάζεστε.
    Όλα τα segments με status code HX / UC / UN / US / NO θα πρέπει να αφαιρούνται από το PNR χρησιμοποιώντας πάντα τους σωστούς κωδικούς ακύρωσης που είναι:
    - ‘ΧΚ’ για SABRE, Galileo και Worldspan
    - ‘DL’ η ‘ERK’  για Amadeus
  2. Segments not in use: Ελευθερώστε τις θέσεις που δεν σας ενδιαφέρουν. Ακυρώσεις και αφαιρέσεις segments πρέπει να γίνονται το  συντομότερο δυνατόν και όχι αργότερα της μίας μέρας πριν από την ημερομηνία αναχώρησης.
  3. Booking Classes: Χρησιμοποιείτε πάντα το σωστό booking class το οποίο συμφωνεί με τον ανάλογο ναύλο.
  4. Separate PNRs: Μην δημιουργείτε ξεχωριστά PNRs για τον ίδιο επιβάτη με το ίδιο δρομολόγιο. Χρησιμοποιήστε το ίδιο PNR για outbound και inbound κρατήσεις. Κρατήστε ολόκληρο το δρομολόγιο μέσα στο ίδιο PNR.
  5. PNRs with several routings: Τα PNRs πρέπει να περιέχουν μόνο τις κρατήσεις που σχετίζονται με τα ζεύγη των προορισμών του ιδίου ταξιδιού και εισιτηρίου. Μην δημιουργείτε μέσα στο ίδιο PNR κρατήσεις με διάφορα άλλα εναλλακτικά δρομολόγια που σχετίζονται με ξεχωριστή επιστροφή και άλλα εισιτήρια.
  6. Cancellation & Re-booking (churning PNRs): Δεν επιτρέπονται οι πολλαπλές  ακυρώσεις και επανακρατήσεις για τον ίδιο επιβάτη.
  7. Ticket Time Limit:Τηρείτε τα χρονικά όρια και τους κανονισμούς που διέπουν την κατηγορία του κάθε ναύλου.
  8. Informative PNRs: Μην δημιουργείτε PNRs για σκοπούς πληροφόρησης σε ότι αφορά δρομολόγια η τιμές. Μπορείτε να πάρετε πληροφορίες και για τα δύο χωρίς να ολοκληρώσετε την κράτηση κάνοντας “End Transaction” στο PNR.
  9. Passive Bookings: Κρατήσεις με passive status codes (AK AL PK PL MK GK GL BK BL κ.λ.π.) επιτρέπονται ΜΟΝΟ για σκοπούς έκδοσης εισιτηρίων όταν δεν έχετε πρόσβαση στην αρχική κράτηση. Βεβαιωθείτε ότι συμφωνεί η νέα passive κράτηση απόλυτα με την αρχική κράτηση στα παρακάτω στοιχεία: Όνομα επιβάτη, Booking class, Αριθμός Πτήσης, ημερομηνία, status της κράτησης.
  10. Booking Classes & Ticketing: Μην δημιουργείτε κράτηση σε ένα booking class και εκδίδετε εισιτήριο, σε άλλο διαφορετικό booking class.
  11. Multi GDS Users: Εάν είστε συνδρομητής σε περισσότερα από ένα GDS, χρησιμοποιείτε το ίδιο GDS τόσο στην κράτηση όσο και στην έκδοση εισιτηρίου.
  12. Waitlist Bookings: Δώστε ιδιαίτερη σημασία στα waitlists που δημιουργούνται και ακυρώστε τα segments εκείνα που δεν μπόρεσαν να επιβεβαιωθούν.
  13. Double Bookings: Μην δημιουργείτε διπλοκρατήσεις για οποιοδήποτε λόγο για τον ίδιο επιβάτη.