Agent slapped with R54k ADM

KURT Bäuerle-Sims, XL Oceanair
Travel consultant, is facing a R54k
ADM after following the advice of
a TAP Air Portugal consultant.
Kurt booked a ticket for his client
on TAP Air Portugal to travel LisbonFrankfurt-Johannesburg
return. After the
passenger arrived in Johannesburg, she
requested a last-minute change to the
return date.
As the same booking class was no
longer available, Kurt contacted the
airline’s offices in Maputo.
He was advised to change the
Johannesburg-Frankfurt leg on the
same ticket and issue a separate ticket
for the flight from Frankfurt to Lisbon.
Kurt asked for a confirmation email
but was told by the airline that the
systems were down at the time.
Pressed for time, he made the changes
without the paper trail.
Shortly after issuing the ticket, Kurt
received an ADM from the airline to
the value of R54 000. Kurt tried to
dispute the matter, but TAP declined
the dispute.
When TNW contacted TAP Air Portugal
for comment, the airline simply cited
the origin and destination of the
fare component no longer being the
same as the original routing. LisbonFrankfurt-Johannesburg
was reissued
to Frankfurt-Johannesburg. As this is
against the regulations, the airline said
the ADM stood.
Cases like this are difficult, explains
Advocate Louis Nel. He says in
hindsight the agent should have
carefully noted the adviser’s name and
should have insisted on a confirmation
by email.
Louis adds, however, that if an agent
is given guidance by an airline, it could
be argued that such advice supersedes
the rules. “The airline should be
bound by this if the adviser was duly
authorised,” he says.