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Frequently Asked Questions
(Sírvase encontrar la versión en Castellano en el documento que se encuentra al final de estas líneas.)
1. What do the services of the Travel Agency Commissioner cost?
The Commissioner’s services are pre-funded by the industry and are provided without further charge to users.
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2. What kinds of disputes does the Travel Agency Commissioner handle at the request of an Agent?
Those listed in Resolution 820e, Paragraph 1.1. The list is exhaustive with regards to the authority of the Travel Agency Commissioner to review cases on the request of an Agent.
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3. Do I need the services of a lawyer when dealing with the Travel Agency Commissioner´s?
You have the right to be represented by legal counsel if you so wish. The proceedings are however simple, so there is no requirement or assumption that you are represented by a lawyer.
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4. How long does a Travel Agency Commissioner case usually last?
Not very long, as a rule. The procedures are simple and informal and the emphasis is on securing an early solution to the problem in hand. Weeks rather than months usually suffice to complete a review and arrive at a decision.
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5. If I am appealing an IATA decision or action, such as the termination of my IATA accreditation, what is my status during the Commissioner review?
The termination decision may, at the request of the Agent and under certain conditions, be placed in suspense pending the outcome of the review. Please see Resolution 820e section 1.2.2.4 for further guidance.
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6. What other services can the Commissioner provide?
The Commissioner is not permitted to counsel, train, coach or in any similar capacity offer guidance to individual agents, travel agencies, travel agency associations, airlines or IATA, except as specifically provided under the terms of Resolution 820d. The Commissioner may however answer punctually requests for information, if these requests are not linked to any case of review or other dispute.
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7. Are the Travel Agency Commissioner’s decisions published?
Only to the parties directly concerned in the dispute. However, for example news of reinstatement of a suspended or cancelled Agent, as a matter of practicality, will need to be communicated to all airlines. The Agency Administrator will get a copy of a decision also if he/she is not a party, and the members of the PAPGJC have access to the decisions, if not one of the parties opposes to this. The consolidated annual report to the Passenger Agency Conference distill the essence of cases handled during the period covered.
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8. I have received an ADM from a BSP and I dispute its correctness. If I don’t pay it, I could be in default. Can the Commissioner help?
Check the Passenger Sales Agency Rules which apply in your country. Res 818g Attachment A section 1.7.8 and section 1.10.5, as well as Res 832 section 1.7.10 and section 1.10.4, lays out the protest routine and subsequent dispute procedure that applies. See also the BSP Manual for Agents. ADMs are normally not within the remit of the Commissioner.
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9. How approachable is the Commissioner?
The office of Travel Agency Commissioner exists to help facilitate the working relationship between IATA Accredited Agents and the airline side of the industry. All reasonable calls, emails and requests for review are given serious consideration and prompt attention. If you have an urgent situation you should preferably advice not only by e-mail or fax, but also leave a message on the phone indicating that you have sent a fax or e-mail.
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10. How do I contact the Travel Agency Commissioner?
Send an e-mail to the address of the Commissioner situated in your IATA Area
(see “contacts”).
Spanish version
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Request for TAC Review:
What shall a Request for Review to the Travel Agency Commissioner contain?
(Sírvase encontrar la versión en Castellano en el documento que se encuentra al final de estas líneas.)
Note that the Travel Agency Commissioner ("TAC") does not have access to any other material than the material submitted by the Parties. He or she does not have direct access to any IATA files nor any airline´s nor to any systems used by any party for handling questions or claims.
- To ensure that there are no unnecessary delays and according to Rule # 4 of the Rules of Practice and Procedure for Area One, Two and Three a request for Review shall contain the following information:
a. The name, address and telephone number, e-mail contact and address for service of notice to the person lodging the Request for Review, as well as the full legal name and address of the legal entity on whose behalf the Request for Review (The Applicant) is submitted.
b. A copy of the decision (if there is such a decision available) for which the Review is requested, and a description of the claimed circumstances on which the Request for Review is based. If the Request for Review is being filed by the Agency Administrator, it shall contain full particulars of the alleged violation or the basis for the Review sought, in sufficient detail to enable a complete response or rebuttal from the Agent. An Applicant shall also clearly state what action it wishes that the Commissioner takes, or in other words what corrective action and/or remedial action in the Applicant´s view should be taken to put matters right.
c. Evidence to show that the Request for Review is being filed within the time limit of normally 30 calendar days of the decision in question (as prescribed in Rule # 2 and in Resolution 820e., § 1.2.2.1, 1.2.2.2. or 1.2.2.3).
d. With regard to the temporary measures (also called "interlocutory relief") that the Commissioners may confer once a TAC Review has been granted, please note the following:
When a request for review includes an application of these measures to temporarily hold the action of the Agency Administrator, the Commissioner may require a financial guarantee of the Agent, and/or set alternative requirements, as a condition for granting such relief, as foreseen in Resolution 820e, § 1.2.2.4; and
e. Any other information that will help the Commissioner understand the situation in full, as for example if there are ongoing discussions with the other party, if an Agency is no longer operating or other relevant information.
Spanish version
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