Agency Debit Credit Policy

Agency Debit/Credit Memo Policy

In accordance with Vietnam Airlines' Sales Accounting Manual and IATA Resolution 850m (Passenger Agency Conference Resolution Manual) Vietnam Airlines would like to detail the Vietnam Airlines Revenue Recovery policy concerning the Agency Debit Memo (ADMs) policy.
The purpose of this document is to make clear to agents all the circumstances under which ADMs will be raised.

1. Scope

1.1 Vietnam Airlines (VN) will issue an ADM to collect amounts or make adjustments to agent transactions related to the issuance and use of VN traffic documents, issued by or at the request of the agent, regardless of which airlines are included in the itinerary of the VN traffic document. An ADM may also be used to collect amounts where a traffic document has not been issued if agreed upon by the agent (example: for deposits for group sales).
1.2   It is VN ticket issuance policy to mandate the use of electronic tickets (ETs).
1.3  All clauses in this document are the standard ADMs policy. In case VN and agent have other bilateral agreement on issuing ADM policy, the bilateral agreement will prevail.

2. Key points:

2.1 Minimum ADM Value 
The minimum ADM value is USD 10 or equivalent, except in the case of taxes. In the case of persistent practice of under collection (multiple occurrences of underpayments of less than USD 10 or equivalent) by the same agent, VN reserves the right to recover those underpayments. More than one ADM in relation to the same original ticket can be raised if different, unrelated charges apply.
Grouping of multiple tickets on one ADM may be allowed under the conditions that the audit reasons are the same for all grouped tickets and all tickets were issued by the same agent.
2.2 ADM Administrative charge
VN will not levy administration charges to cover the cost of ADM issuance by VN.
2.3 ADM Settlement 
Agency Debit Memos will be raised and settled via the BSP link if sent within nine months after final travel date/refund date. Where the final travel date cannot be established for any reasons, the expiry date of the document shall be used. Beyond that date, payment settlement will be handled directly between the airline and the agency.
ARC Debit Memos will be loaded in the ARC Memo Manager. 
2.4 ADM Dispute Handling 
Disputes can only be done via BSPLink. It is VN’s intention to handle disputed ADMs in a timely manner. 
Agents have the right to raise disputes within 15 days of receipt of ADM. If no dispute is raised within this time-frame, the dispute will not be accepted by VN. Upon receipt of dispute, VN will reply within 60 days stating acceptance or denial of the dispute with a clear explanation. 
2.5 ACM Issuance 
In the case unjustified ADMs have been issued by VN or when an ADM requires corrections in favor of the agent, an ACM can be issued to that agent covering the amount due.

2.6 ADM Reasons
2.6.1 All fares, fare rules and booking rules are subject to audit. Included, but not limited to this audit control is the correct application of:
  • Fares and fares conditions
  • Taxes and fuel surcharges
  • Minimum/maximum stay, advance purchase rules, seasonality and flight applications
  • Commissions and discounts (if applicable)
  • Stopovers and transfers
  • Refund error such as unauthorized correction of fare, fuel surcharge, tax, fee/charge, commission refund amount. 
  • Rebooking fees and recalculation of re-issue/rerouting 
  • Plate violations
  • Credit card acceptance violations
  • Card sales violations: No card issued in the name of the agent or any Person permitted to act on behalf of the agent shall be used in connection with the sale of Vietnam Airlines' Traffic Documents to any customer of the agent. Agent will be responsible for any ADM issued by VN in regard to the agent’s violations of this rule.
  • No report ticket 
  • Booking violations
  • Multiple uses of one coupon
  • Ticketing rule violations. 
  • Travel violations: Validation on flown coupon vs. ticketed coupon (e.g. comparison between Reservation Booking Designator (RBD) on both coupons, flight number/flight date mismatch, ticketed vs. flown routing, collection). 
  • Non-compliance to any other published or communicated requirements with regards to usage of VN traffic document.
  • 2.6.2 In specific circumstances, VN may issue an ADM as a penalty in case of a serious agent violation of the VN’s ticketing policies based on the penalty level which the agent has previously been directly informed of or was widely published.

    3. Contact Information

    For further inquiries related to fare audit ADM/ACM, please contact your local Vietnam Airlines' office.
    Vietnam Airlines reserves the right to amend, adapt and/or partially delete the ADM policy at any time with prior notice.

    Online Travel Agents

    Online Travel Agents

    Vietnam Airlines invites companies to become our Online Travel Agents using Vietnam Airlines’ Online Travel Agent Portal to sell tickets for all domestic routes.

    Agent Login

    Agency Login

    Initial requirements for becoming an Online Travel Agent:

    • Feasible business plan

    • Business Certificate registered in Vietnam

    • Office space for serving customers 

    • IT infrastructure for connecting and issuing tickets using Travel Agent Portal

    • Travel Agent account with minimum of 100 million dong.