ADMs: How do you avoid them and what are your rights?

WHILE ADMs are a
hot topic among
agents, a recent
poll on eTNW showed that
90% of agents have not
read Iata’s ADM handbook.
Natalie van der Merwe,
central ticketing services
manager at Pentravel, says
while reading Iata’s ADM
handbook can assist to
an extent, agent-airline
communication is
imperative. “It’s a tedious
read and it can also be
ambiguous. We try to
have a good relationship
with each airline so that
we can clear up this
ambiguity.”
She adds that one of the
biggest ADM challenges
is when airlines make
changes to their rules
and regulations and fail
to communicate them
to the industry. “More
communication is needed
from the airlines so that
we have the opportunity
to comply and better avoid
ADMs.”
It is recommended
that you initiate and
maintain a solid line of
communication with the
airlines. While it can be
challenging to establish,
the value cannot be
overemphasised. Here
you can query ambiguities
and check in regarding
possible updates that have
not yet been released on
BSP-Link, or the GDS.
If you have received an
erroneous ADM, BSP-Link
is the first port of call.
Nicolene Van Blerk, BSP
team leader at Club Travel,
explains the process of
dispute: “You have 15
days to dispute the ADM
through BSP-Link. If you
do not dispute it within
15 days, the status of the
ADM changes to billed. If
you miss the 15-day period
you will need to contact
the airline directly. In
order to dispute an ADM,
gather all the evidence
and upload it to BSP-Link.
After the 15-day period
has expired, you will be
notified as to whether or
not your dispute has been
successful. If successful
an ACM (agency credit
memo) will be issued.”
To ensure that you
catch an ADM within the
15-day grace period, look
out for Iata notifications.
“When an ADM is issued
Iata does send a general
notification that there is
something awaiting your
attention on BSP-Link,”
says Nicolene. “We find
that the most proactive
approach is to have a staff
member check BSP-Link
daily to find out whether
or not an ADM has been
received, this way you will
never miss the 15-day
grace period.”
If you receive an ADM
where you were negligent,
it is important that
your agency enters into
discussions with you
regarding the manner of
repayment.
In South Africa, the Basic
Conditions of Employment
Act, section 43 states:
“Deductions off an
employee’s basic salary
for damage or loss caused
by the worker may only be
made if the employer has
followed a fair procedure
and given the worker a
chance to show why the
deduction should not be
made, if the worker agrees
to the deduction in writing
and if the total deduction
is not more than 25% of
the worker’s nett pay.”
You have the right to
query any process that
doesn’t comply with this
Act and ensure that your
agency is complying with
fair labour practice.