• SKY AIRLINE is governed by IATA resolutions 850m and 890 for the issuance of ADMs. 
• The collection of ADMs will be applied in the event of any type of irregularity, non-compliance or error related to the fare rules, reservation policies, issuance, reissue, refund, calculation of taxes, settlement of the sale, commissions, taxes and penalties. 
• SKY AIRLINE may include administrative charges associated with the issuance of the ADM or the type of irregularity. This fee is non-refundable. 
• The minimum amount of ADM established by SKY AIRLINE is 5 USD or its equivalent in local currency, and may be modified if frequent irregularities are detected. 
• The exchange rate used for the ADM shall correspond to that of the day of issuance of the latter. 

Administrative fee: 

• The administrative fee applied is USD 12 per issue. 
• The administrative fee is non-refundable unless the agency's dispute is accepted due to an error attributable to SKY AIRLINE. 
• Disputes and appeals are allowed strictly via BSP Link or ARC Link (where enabled). Requests not accepted via Agency Support Desk or Emails. 
• The administrative fee may be identified within the ADM under the code TX. 
• The omissions of information in the issuance of Tickets that, as a consequence, generate ADMs, will be a ected by the administrative charge, even if the amount of the irregularity is disputed later. Therefore, even when the ADM is reversed, the collection of the administrative fee will be maintained. 

Disputes: 

The ADM dispute process shall consider the following: 

• Disputes and appeals will be made through the only open channel that the company has available, which is currently ARC/BSP LINK (where this functionality is enabled). 
• If the ADM is not yet billed, the agency can search for the ADM by the number and within the option "Dispute" will appear. 
• If the ADM has already been invoiced, they have to make the dispute through the PBD (Post Billing Disputes) option. 
• The deadlines associated with disputes are those indicated in the IATA resolutions mentioned above and are summarized below:

Disputes must incorporate all documentation necessary for case review.

SKY AIRLINE reserves the right to withdraw the issuance authorization in the event of refusal to pay for ADMs included in the corresponding settlement.

ADM penalties for agencies:

The ADMs generated by non-compliance with fare rules are translated into balances that equate to the di erence between the fare issued and the published fare applicable on the date of issue, for the class of reservation issued or the next higher class applicable. These irregularities include:

* According to a statement dated June 30, 2023 

** "IATA Resolution 890, section 3.4 This Resolution authorizes the acceptance of only one customer card when the Member/Carrier's commercial card acceptance contract is used to collect payment for the sale of passenger air transportation and ancillary services. The Agent may not accept any other card or payment method using the Member/Carrier's commercial card acceptance agreement, including any card issued in the name of the Agent or a person authorized to act on the Agent's behalf, unless specifically authorized by such Member/Carrier. The Agent shall be entirely and exclusively liable for any breach of this Paragraph 3.4 vis-à-vis the Member/Carrier concerned."

Refunds for voids, charges for non-issued items & double charges: 

The maximum period to receive these cases will be 3 months, from the date of the charge. No claims accepted afterwards. SKY`s response time is 30 calendar days. 

The corresponding process is detailed as follows:

Cancellations: Cases in which the agency changes ticket status to VOID but the charge is not canceled on the passenger's card:

• The status of the ticket and date of cancellation will be validated. 
• If it was successfully voided/cancelled, the transaction will be verified on the payment platform and will be credited if applicable. 
• In the event that it is not possible to override, ACM will be issued. 

Non-Issued with Charges: Charges on the passenger's card that are not associated with any SKY product:

• For charges not related to the purchase of a product, the indication is to manage the chargeback with the bank. 
• In the event this cannot be resolved, support will be requested ref. prior process from the bank. 

Double charges: Duplicate charges for the same transaction:

• For duplicate charges associated with the purchase of a product, the indication is to manage the chargeback with the bank. 
• In the event this cannot be resolved, support will be requested ref. prior process from the bank. 

For queries related to point 4, these should be channeled through the Agency Support e-mails, depending on each country.