Vistara – Booking and

GDS Policy

Dear Travel Partner,

Vistara (UK), in its efforts to reduce distribution costs and minimize the unproductive costs associated with the
distribution of its services, would like to inform all concerned that we will implement the following booking and
ticketing policy with immediate effect. This policy shall be applicable to all travel service providers who are
authorized to create bookings and/or issue tickets on UK flights.

The UK hereby reserves the right to audit all relevant booking and ticketing transactions to identify all non-
compliant booking and ticketing practices. We enforce this policy via a range of internal and external audit
services including (but not limited to) Revenue Integrity, BIDT Audit, and Sales Audit.

This policy is subject to change anytime upon intimation from Vistara.

1. BOOKING PRACTICES

This section outlines a few non-compliant booking practices that are audited by Revenue Integrity (RI) . There
are a number of other non-compliant booking practices, which the UK does not allow, and which if identified
will be penalized.

a. DUPLICATE BOOKINGS f. TICKET QUALITY

b. MINIMUM CONNECTION TIME g. WAITLIST REMOVAL
c. FICTITIOUS BOOKINGS h. INCOMPLETE ITINERARIES
d. NAME CHANGES i. NO-SHOWS
e. TICKET TIME LIMITS

A description of these non-compliant practices is given below, along with the automated actions that UK will carry
out on PNRs identified as having these booking discrepancies.

Duplicates

The travel service provider should not create duplicate bookings in the same or different PNRs. Duplicates include
booking the same passenger confirmed/re-confirmed on the same or different flight, class, date or route where it
is not possible for the passenger to travel simultaneously. This aims to reduce the costs associated with inactive
segments and other booking-related practices, which cause negative inventory consequences.

The automated RI audit will check all passenger segments within every PNR for duplicates, which might exist in
the same PNR or different PNRs. These checks occur right through the booking lifecycle, from creation through
each change up until departure.

As part of the RI audit process duplicate, PNR if detected will be cancelled.

Minimum Connection Time

TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
 The travel service providers must adhere to Minimum Connection Time (MCT) while booking onward connecting
segments. Bookings with MCT below the published time should not be created. This policy aims to improve On-
Time Performance (OTP) and to minimise misconnections for the benefit of the travellers.

The automated RI audit will check all transfer segments (i.e. those with feed or discharge segments in the
journey) to identify bookings found to have connections outside of valid MCT.

Name Changes

A name change means that the person traveling is replaced by another person. Changes of family name or first
name are thus not permitted within the same PNR. Hence, if a change is needed it is always recommended to
create a new booking post cancelling the original PNR, based on current availability. The original unused ticket
may be refunded according to fare rules and a new ticket is to be issued as per the actual applicable fare.

Ticket Time Limits

Travel service provider must adhere to ticketing time limit and ensure that booking is either ticketed or cancelled
before expiry of ticketing time limit. Though, UK has an automated program to cancel segments when ticketing
has not occurred by the applicable Ticket Time Limit, however, the Travel Service Provider is responsible to
ensure that any un-ticketed PNR is cancelled within the time limit.

Ticket Quality

Travel service provider must report genuine ticket numbers that is valid for travel on associated PNRs. UK does
not allow the use of fictitious or duplicated ticket number. Any PNR having inappropriate ticket number will be
cancelled.

Waitlist Removal

Travel service provider must not repeatedly create waitlist segments. Such bookings do not increase chances of
confirming, however, results only in higher booking volumes and increases GDS cost. Also ensure to remove
waitlist segment from active PNR at least 24 hrs. prior to departure.

Incomplete Itineraries

It is not permitted to make reservations different from the passenger’s real itinerary including fictitious segments
with the aim to undercut the applicable fare. This includes booking and issuing round-trips for the purpose of
one-way use or partial travel only as well as amending itineraries without passenger request.

No-Shows

Travel service provider must avoid ticketed or un-ticked No-Show, whenever passenger misses his flight or when
a Travel Agent fails to cancel a booking will eventually leads to inventory spoilage. Un-ticketed segments which
result in no-show may also incur a No-Show fee.

A no-show occurs when the Travel Agent fails to cancel a booking that is not required by the customer, which
eventually leads to inventory spoilage. Failure to cancel a redundant ticketed or un-ticketed reservation in due
time may result in a no-show.

Other Controls on Inventory Wastage

TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
  The travel service provider should never create any booking/transaction for achieving GDS incentive
targets.
 Travel service providers that use more than one GDS must book and ticket a specific passenger itinerary
within the same GDS.
 The travel service provider must always undertake appropriate timely actions for any un- ticketed
bookings or cancellations from customers.
 Travel service provider should not create any fictitious bookings (testing or training bookings) that blocks
UK’s inventory in the live mode.
 It is not permitted to break the Married Segments. In case of violation agents will be subject to fines and
reservations (Ticketed/Un-ticketed) will be canceled.
 For Bookings that do not follow the O&D logic and any practice used to manipulate the system against
the married segment logic, debit will be raised for violation. The charges will be the fare difference
(highest RBD Base Fare - Issued RBD Base Fare) + YQ/YR+Q Surcharge +USD 100 Per PAX/Per Violated
Segment+ Admin Charges (20% of Net ADM value) + applicable GST.
 Training environment is provided by all GDS, so agents must use Training mode for testing purpose. It is
not recommended to create PNR's for training purpose in Production mode.
 Itinerary segment status resulting in inactive segments require action at least 24 hours prior to flight
departure. This includes cancelling ticketed/ un-ticketed segments with a status code of UN, NO, HX,
WK, WL, WN, or TK. In addition, timely cancellation of unnecessary segments in PNRs with the following
status codes: UC, US and DS is required.
 Redemption classes (I, X) must not to be sold by travel service provider.

Vistara reserves the right to raise ADMs for other fraudulent practices from time to time and not necessarily
limited to the above violations.

Minimizing GDS Costs

 Travel service provider should avoid repeated cancellations and rebooking the same flight
(“churning”) to manipulate the ticket time limit. Any passenger booking seen more than 3 (three) times
will be liable for cancellation of all existing bookings, with appropriate cost recovery.
 Travel service provider must use the GDS itinerary pricing function instead of creating a PNR with
active/non-active segment merely for performing fare quotations.
 Travel service provider shall ensure there is no additional booking fee generated from GDS
migration, such as extra cancellation or duplicate booking activities. Travel service provider must use
GDS “Bridge and Branch” or “PNR queue” function to access the active PNR in the same GDS for ticketing
purposes.

Accurate Information Provided During the Reservation Process

 Travel service provider must provide customer’s first and last names which are identical to those in the
customer’s valid photo ID card (Government issued cards) for domestic travel.
 A single letter is not permitted in the name field. For example: if the full name is Dsouza/Mary it should
be as Dsouza/Mary and not Dsouza/M.
 If you only have a single name as your last and first name, then repeat the name in both last and given
name fields. For example: Mary/Mary. Avoid using numeric or special characters such as dash (-) and
single quote(').
 Travel service provider must provide customer’s first and last names which are identical to those in the
Passports for International travel.
 Travel service provider must comply with applicable government regulations and provide all the relevant
details on PNR.

TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
  Travel service provider must provide passenger mobile contact number on the relevant GDS phone field
or OSI or SSR element to facilitate the disruption handling. Example - (OSI YY CTCM _and the nos. - no
further data to be filled in this field).
 Travel service provider must review booking constantly and cancel all unwanted segments.
 Travel service provider must not reuse the cancelled inventory for another customer, even if the other
customer desires an identical itinerary. A new PNR must be created in such case.
 In case of changes to itineraries in a passenger name record (PNR), it is necessary to re-request any
special service requests from the original booking
 Travel service provider must action queues promptly and regularly to ensure that all the segment status
codes are updated, and they must notify passengers accordingly.
 Travel service provider must not commit any special services to passenger without confirmation from
UK.

Force Booking

Force Booking for existing or Non-Existing RBD of UK Inventory structure: -

The base fare of the highest RBD + YQ/YR/Q surcharge + Admin Charges (20% of Net ADM value) + applicable GST
(per passenger)

Any such attempts will result in the cancellation of the UK segments (irrespective of Ticketed or un-ticketed).

Responsibility changes of the party (RP)

12 USD(Per PNR) + 5 USD Per pax (violation charges)+ 10 USD(Admin Charges)

2. TICKETING POLICY (applicable only to authorized ticketing agents of UK)

This section outlines non-compliant ticketing practises that are audited by Sales Audit. The travel service provider
must:

 Use only up-to-date fares instead of the PNR pre-stored fares

 Adhere to all IATA Fare Rules and the fare rules imposed by UK
 Strictly adhere to UK PNR time limits
 Ensure identical class codes for booking and issuing the ticket
 Accurately collect/report all taxes, fees and charges/surcharges
 Report genuine ticket numbers valid for travel on associated PNRs
 Cancel any booking with invalid ticket or status (e.g. non-existent, voided, used, refunded)

3. ADM POLICY (UK will issue ADMs for the following discrepancies)

This section outlines further non-compliant practises that will result in ADMs being issued:

a. Short reporting of fares, taxes and surcharges

b. Violation of ticketing rules and failure to meet the fare conditions including but not limited to:-
 Minimum number of passenger requirement
 Sale period/travel validity period
 Restricted days and flight application
 Booking class/class of travel
 Child/Infant discount
 Refund/Non-Refundable condition
TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
  Re-issue/Refund/No-show penalties
 Combinability
 Minimum/Maximum stay
 Advance purchase condition
c. Incorrect issue of RBDs
d. Various taxes to be paid to the Income Tax Department including Tax Deduction at Source on commission
earned by agents
e. other violations, which include BSP billing errors, discrepancies in the form of payment, agency commission,
conversion rate violations, unreported sale, void charges, RAF etc.
f. Refunds:
 Recall of excess refund claimed.
 Recall of refund for partially utilized ticket, without prior authorization of UK Refunds section
 Incorrect Refund Admin Fees and taxes.
g. Improper/Abusive GDS Booking Practices.
h. Travel Service providers must immediately cancel all bookings where guest do not intend to travel to avoid no
show ADM.

Vistara reserves the right to raise ADMs for any other fraudulent practices from time to time and not
necessarily limited to the above violations.

4. POLICY VIOLATIONS

The following general policies apply:

 Vistara reserve the right to hold the travel service provider responsible and charge for any loss or
damage due to non-adherence to this policy by the relevant travel service provider.
 Vistara reserve the right to block any travel service provider’s access to view, book or ticket UK's
inventory in case of non-compliance to this policy.
 Vistara further reserve the right to cancel any un-ticketed PNRs of travel service providers who have
been identified as non-compliant to this policy.
 Vistara will enforce this policy by issuing ADMs for bookings where corrective action is not taken, and
where a cancellation is made. The ADM will be issued to the travel service provider responsible for the
booking. In the case of non-IATA agents, we will hold the ticketing IATA agent responsible.
 For each violation of our GDS/CRS booking policy, a fee of USD 5 per segment per passenger will apply.
All ADMs will have an administrative charge of USD 10 shall be collected under tax code “MF”.
Additionally, GST shall be levied (calculated on the gross ADM amount) at the applicable rate and shall
be collected under tax code “3K” on all ADMs.

TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
 Sales and Refund ADM Policy of TATA SIA AIRLINES LIMITED (Effective 1st June
2018)

Table of content:

1. Background

2. Scope

3. Key points of Vistara ADM policy

4. Disputes

5. Reason for ADM issuance

6. Waiver rules

7. Contact details

1. Background
In accordance with IATA Resolution 850m, Vistara would like to publish its ADM (Agency Debit Memo) policy to all
travel agents. The purpose of this document is to provide clarity for all circumstances under which ADMs will be
raised.

2. Scope
Vistara will issue ADMs to collect the amounts or adjust the agent’s transactions related to the violation of Vistara
fare products or the issuance and the use of Vistara Traffic documents, issued by the agent, or at the request of
the agent, regardless of which airlines are included in the itinerary of the Vistara Traffic Document. Generally, the
ticketing agent shall be responsible for any breach of the currently valid guidelines, tariffs and policies in
connection with the ticketing process, even if the booking was made by another agency (sub agents); in case of
any other breach of the guidelines, the respective booking agency shall be liable.

3. Key points of Vistara ADM policy

a. Vistara audits all ticketing and booking-related transactions of any PNR that contains a UK segment or a
228 document.
b. Vistara wishes to provide guidelines to ensure compliance to the general policies and avoid the issuance
of ADMs. Additionally, to our ADM policy, please refer to our Vistara – Booking & GDS Policy.
TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
 c. Unless otherwise specified, Vistara will raise an ADM to the next applicable published fare and/or will
charge the outstanding amounts of tax/fee/surcharge.
d. An administrative fee of 20% calculated on the net ADM amount shall be charged per ADM. Additionally,
GST shall be levied (calculated on the gross ADM amount) at the applicable rate and shall be collected
under tax code “3K” on all ADMs.
e. Vistara reserves the right to retain the ADM administrative fee and GST levied on ADM (collected as 3K
tax) on those cases where ADMs are reversed on the goodwill or at our own discretion.
f. Refunds of any UK tickets must be processed within the validity of the ticket. Any refunds processed
thereafter will not be eligible for any refunds, including taxes.
g. Vistara will only issue more than one ADM in relation to the same original ticket, if different adjustments
apply. This does not apply when an ADM is cancelled and raised again for the same reason but for a
different value. Vistara will only include more than one transaction on any ADM if the reason for the charge
is the same, details will be provided in the ADM.

4. Disputes
a. Disputes must be submitted through BSP link (or equivalent tool for ARC/ASD/TKP) within 15 days after
ADM issuance. Whenever ADMs are reduced for commercial reasons, levied ADM Administration Fee will
not be waived. Once ADM is billed, agent should contact sales team to obtain ACM within one year of ADM
issuance. Post verification if ADM is found incorrect, ACM will be created to reverse the ADM.
b. Tata SIA Airline Limited will endeavor to handle disputes in a timely manner, in compliance with applicable
IATA resolutions and regulations. If we reject the dispute an explanation of the reason will be
communicated to the agent.
c. Any dispute submitted after an ADM has been included in the BSP (ARC/ASD/TKP) settlement will not be
dealt with, if the agent has supplied insufficient information to support the dispute or the airline’s decision
is subject to further commercial consideration. Once the ADM is settled in BSP, all queries should be
forwarded to our sales team with enough supporting, and post investigation if deemed correct ACM will
be created to reverse the ADM. Agents are advised to avoid unnecessarily disputing or doing Post Billing
Dispute any ADM, for such repeated issues, we reserve the right to withdraw the right to revoke
ticketing authority and report the issue to IATA governing bodies.

5. Reason for ADM Issuance:

5.1. Incorrect ticketing/fare audit

1. Any fare/ticketing rules have been ignored or violated; ADM will be raised to the next applicable published
fare of the respective cabin class.
2. If a ticket has not been issued by IATA resolution 852, Vistara will charge a fee of INR5000 (equivalent in
local currency) along with the ADM Administration Fee and applicable GST.
3. If fare/ticketing rules, e.g., sales restrictions, of other carriers issued on UK (228) document having ignored
or violated, an ADM will be raised for the next applicable published fare of the respective cabin class.

5.2. Commission audit

1. Over-claim of commission
2. Commission on penalties (commission not allowed on penalties)

5.3. Tax audit

1. Under-collection of taxes, airline fees and surcharges

5.4. ASR/SSR
1. An ADM of will be raised if the applicable fee for the confirmed special service request (ASR/SSR) has not
been collected

5.5. Refunds
1. Over-claim refunds of fares, taxes, fees and/or surcharges.
2. Missing cancellation/refund penalties
3. Double refunds
4. Refund of non-refundable change fees

TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
 5. Refund of non-refundable EMDs without written approval from Vistara
6. Over-claim commission while refunding.
7. Any excess refund
8. Applicable GST on penalties(cancellation/no show) to be deducted from the paid K3 tax only, and should
not be added to penalties, as penalties are exclusive of GST (refer tax pages for GST applicability). ADM
will be created for applicable K3 tax due to be deducted from the paid K3 tax, irrespective of any short
refund.

5.6. Exchange/Reissue
1. Reissue due to name change is not allowed. In case ticket reissued with different passenger name, the new
(reissued) ticket will be treated as fresh sale and difference of fare and applicable taxes/fees/surcharges
will be applicable.
2. EMDs must be issued “in connection with” the new (reissued) ticket and not the original/exchanged ticket
number.
3. If a ticket has not been correctly revalidated, Vistara reserves the right to charge applicable fee.
4. Rebooking and reissues must be done within the original booking (PNR) or corresponding split PNR. It is
not allowed to create a new PNR to process a rebooking, in case the original PNR is accessible.
5. Applicable GST on change fee/no show penalty to be collected separately as K3 tax only and should not be
added to change fee/no show penalty, as change fee are exclusive of GST (refer tax pages for GST
applicability). ADM will be created if additional K3 tax not collected, irrespective of any excess collection
on the ticket.

5.7. Credit card fraud

1. Unauthorized credit card chargebacks

5.8. Unreported sale

1. Any ticket which has not been reported or paid through BSP/ARC/TKP/ASD will be charged by ADM for the
applicable fare amount and applicable taxes
2. For US market (in ARC) refund or void must be reported thru GDS only. Void or refund thru IAR is strictly
not allowed. Tickets refunded or voided thru IAR will be treated as unreported sale and will attract an ADM
equivalent to applicable fare and taxes as a fresh sale, along with other charges as mentioned in this policy.
For any queries please contact sales team at email IDs given at the bottom.

5.9. Void of tickets:

Effective 10-February-2020, Vistara permits, Voiding of tickets:

a) For SALE transactions across all Point of Sales (POS), including United States of America, &
b) For a combination of Domestic & International Sectors on a ticket.

However, we urge Agencies to note the EXCEPTIONS listed below where Voiding is not allowed:
a) Tickets issued for purely domestic travel within India where the flight departure of the first leg is less
than 7 days from the date of fresh issue (SALE),
b) Tickets issued for international sectors on PROMOTIONAL fares, with fare base having the word
“EB/HOT/SALE/BLITZ”.

In case of Non-compliance, Debit (s) will be raised to Booking/Ticketing agent as per applicable Cancellation/No-
Show Penalty
along with ADMIN Fees & GST as stated in the policy.

5.10. Violation of IT/Private/Published Fares

1. For the following violations, Vistara shall raise an ADM for the applicable published fare of the respective
cabin class and/or applicable taxes or the next applicable fare.
I. A published fare must never be issued as an IT fare, unless advised by Vistara in written, else ADM
will be raised to same or the next higher RBD.
TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
 II. A ticket issued with specific tour code, must never be reissued using another tour code, unless
advised by Vistara in written, else the ADM will be raised to the applicable published fare for the
same or next higher RBD.
III. If a private and/or published fare has been issued with an authorized or unallocated tour code,
ADM will be raised to the same or the next higher RBD.
IV. If a private fare has been issued without indicating the applicable tour code in the ticket, ADM
will be raised to the same or the next higher RBD.
V. If a published fare ticket has been incorrectly exchanged to a private fare, ADM will be raised to
the same or next higher RBD.
2. Private fares of other airlines must not be issued on 228 stocks. Vistara reserves the right to raise an ADM
for the full published fare of the respective cabin class.

5.11. EXTRA SEAT (EXST) TRANSACTION DUE TO COVID-19, (VALID TILL 31 MAR 2025).

1. Passenger booked for EXST must be booked in the same PNR with two inventories with EXST identification.
Any more extra seat booked will be liable for a debit memo for the applicable charges incurred.
2. Sale of ticket: A single ticket must be issued for both inventories in the same PNR for a passenger availing
EXST facility. Base fare (including all Q-surcharges) needs to double (multiplied by 2). Remaining ticketed
taxes (incl YR/YQ), except K3 tax code (GST India tax) needs to be collected once only. Applicable K3 tax
code (GST India tax) needs to be re-calculated on the new base fare, YR and YQ and collected as K3 tax
code. If separate tickets are issued, none of them will be treated as EXST seat transactions, and debit
memo will be raised for any fare or TFC short collected on any manually priced tickets. For K3 taxes
collection (GST India taxes) please refer tax pages of India in GDS.
3. Exchanges: One single transaction in a single ticket is mandatory for the inventory for a passenger.
CHANGE FEE + NO SHOW CHARGES as per fare rules, needs to be doubled (multiply by 2) and collected.
For each exchanges CHANGE FEE/NO SHOW CHARGES needs to be collected similarly (by multiplying by
2). Applicable new fare (including all Q-surcharges) needs to be doubled (multiply by 2) and the difference
to be calculated from the base fare of the original/previously issued ticket and this difference needs to be
collected in the new ticket; also other difference in TFCs needs to be collected in along with the fare
difference in the new ticket, K3 tax difference needs to be recalculated on the fare difference, YR and YR
and collected and cabin class, please refer tax pages of India in GDS for detailed explanation of K3
taxes/GST India taxes.
4. Refunds: Both the inventories of the passenger need to be cancelled in GDS, while processing refund in
GDS CANCELLATION/NO SHOW PENALTY must be doubled (multiply by 2) and collected as REFUND penalty
charges. For partially utilized tickets, fare rules need to be referred, and accordingly apply one-way or half
RT fare and applicable TFCs which needs to be deducted from the total amount and finally apply doubled
CANCELLATION/NO SHOW penalty. Debit memo will be raised for any revenue losses due to refund
transaction error otherwise. For refund related queries related to K3 tax code (GST India) please refer tax
pages of India in your GDS, which describes briefly K3 tax refund scenarios.
5. Importantly please note that Corporate or any other discounted ticket can be issued on the same fare
levels, but any penalties applicable due to exchanges or refunds for EXST inventory would be applicable as
per published (retail) fare rules. Any discrepancies will attract debit memos.
6. Baggage allowance will be as original revenue passenger ticket. No baggage allowance for EXTRA SEAT.
For discrepancies in ticketing with baggage allowance, debit memos will be created as per excess baggage
charges applicable @INR500/- per kg for travel within India, and @USD12.00 per kg for any other
destinations.
7. For partially utilized tickets, published (retail) fare rules need to check and applied. Any violations will
attract debit memos for any short collections.

5.12. Form Of Payment (FOP):

a. Vistara reserves the right to raise an ADM for 3% of the value, if – Refund to a method
of payment other than the method of payment of the original transaction. E.g.,
Payment card transaction refunded to cash, & Payment through card xxx123 refunded
TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
 to card xxx456 in breach of IATA Resolution 824r. An administration fee applies to each
ADM in addition to the amount for which the ADM is raised.

b. Vistara reserves the right to raise an ADM for 3% of the value of the tickets plus admin
fees and GST, if - If the travel agency issues a ticket using a non-preferred bank
TMC/Commercial Cards. All ticket issuance under the scheme will be governed by IATA
Reso 850m and 890. Credit card chargebacks will be the sole responsibility of the
concerned travel agency. Kindly note this policy will not be applicable to Corporate
Cards issued to corporations.

5.13. Electronic Miscellaneous Document (EMD):

Effective: 24-August-2021 for Travelport and 02-September-2021 for Sabre partnered Agents can issue EMD
through their GDS.

Important information:
 All services will be issued through EMD-A document type.
 Services must be purchased within the assigned time limit and are subject to auto-cancellation.
 EMDs cannot be issued for infants.
 Same service/SSR cannot be added or issued again till the time EMD is voided or refunded and SSR
deleted.
 Baggage-related procedures will remain as per the respective country’s policies.
 The prices will get clubbed in 1 EMD for any service if SSR is incorporated for the entire journey (if
applicable).
 For customers embarking on a journey originating or terminating in an airport located in the State of
Arunachal Pradesh, Assam, Manipur, Meghalaya, Mizoram, Nagaland, Sikkim, Tripura or Bagdogra in
West Bengal, the GST exemption will apply to/from the following airports: DIB, GAU, JRH, IXI, IXS, TEZ,
IMF, SHL, AJL, DMU, IXA, IXB, DEP, IXT, IXV, TEI, ZER, RUP, IXH, IXN and IXQ which means that any
customer traveling to/from the above airports is not liable to pay K3 tax for any ancillary service (except
Lounge service).
 GST tax (K3) of 5% for travel in Economy class and 12% for travel in Premium Economy or Business class
will be displayed respectively on the EMD document for domestic journeys and journeys commencing
Ex-India.
 Any service/price is subject to withdrawal or change at any time without any prior notice.
 PNRs must be priced before adding/pricing any service.
 PNRs must be ticketed before issuing any service.
 Club Vistara Platinum members will be able to select Vistara Select seats at no charge
 For Vistara Select EMDs – please use RFIC – A/ RFISC – 0B5
 All Ancillaries are non-refundable except in the event of the booking being canceled by the passenger (12
hours prior for Domestic and International bookings) or the scheduled flight being canceled by the Airline.
 Currently, the issuance of EMD is permitted for the below-stated countries/POS.

Terms and Conditions:

 EMDs are non-exchangeable. Any manual exchanges will be subject to ADM’s.
 EMD’s can be voided till midnight on the day of issuance only and are non-refundable post-midnight.
 All ancillaries are non-refundable if cancelled as stand-alone.
 **Issuance of manual EMD’s is not permitted.
 EMD’s must be cross referenced to the related tickets.
 EMD’s cannot be issued on Interline/Codeshare PNR’s.
 EMD refunds (incl. Seat fee standalone) should not be processed and will be subject to ADM’s.
 Ancillary services like Chargeable Seats for PLAT and Lounge for PLAT/GOLD members are non-chargeable.
To apply for the exemption, travel agents must follow the below correct sequence:
TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
 “PNR< ADD FQTV number < ADD SSR (Ancillary Service) < Price Ancillary Service”

Violation of Above TnC’s will attract debit notes for the full value along with applicable administrative fees as
stated in the policy

**Please refer to your Technology Partner’s helpdesk for technical support, Issuance of EMD’s and specific entries.

Region BSP Country Country Code

Asia Pacific AUSTRALIA Australia, Kiribati AU, KI
Europe AUSTRIA Austria AT
Middle East
and Africa GULF AREA Bahrain BH
Asia Pacific BANGLADESH Bangladesh BD
BELGIUM AND
Europe LUXEMBOURG Belgium BE
The Americas CANADA Canada, Saint Pierre and Miquelon CA, PM
North Asia CHINESE TAIPEI Chinese Taipei (Taiwan) TW
Europe CYPRUS Cyprus CY
Europe NORDIC AND BALTIC Denmark DK
France, Monaco, Mayotte, French
Guyana, Guadeloupe, Martinique, FR, MC, YT, GF, GP,
Europe FRANCE Reunion Island MQ, RE
Europe GERMANY Germany DE
Europe GREECE Greece GR
North Asia HONG KONG Hong Kong (SAR), China HK
Asia Pacific INDIA India IN
Europe IRELAND Ireland IE
Europe ITALY Italy, San Marino IT, SM
Asia Pacific JAPAN Japan JP
Middle East
and Africa EASTERN AFRICA Kenya, Ethiopia, Tanzania, Uganda KE, ET, TZ, UG
Asia Pacific KOREA SOUTH Korea South KR
Middle East
and Africa KUWAIT Kuwait KW
North Asia HONG KONG Macao (SAR), China MO
Asia Pacific MALAYSIA Malaysia MY
Asia Pacific NEPAL Nepal NP
Europe NETHERLANDS Netherlands NL
New Zealand, Cook Islands, Niue_ New
Asia Pacific NEW ZEALAND Guinea NZ, CK, NU
Middle East
and Africa GULF AREA Oman OM
Middle East
and Africa GULF AREA Qatar QA
Europe RUSSIA AND CIS Russia RU
Middle East
and Africa SAUDI ARABIA Saudi Arabia SA
Asia Pacific SINGAPORE Singapore SG
Europe SPAIN Spain ES
Asia Pacific SRI LANKA Sri Lanka LK
TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101
 SWITZERLAND/LIECHTENSTE
Europe IN Switzerland CH
Asia Pacific THAILAND Thailand TH
Middle East
and Africa GULF AREA United Arab Emirates AE
Europe UNITED KINGDOM United Kingdom, Gibraltar GB, GI
United States of America, American
The Americas USA Samoa US, AS

5.14. CARRIER VALIDATION RULE

According to the definition in IATA Resolution 852, an Airline can be used as a validating Carrier provided that:

6. Waiver Rules
Vistara only accepts disputes if the waiver has been given in writing. No disputes will be entertained if the waiver
is not in writing. Involuntary changes or refunds will be handled according to the prevailing policy, from time to
time.

7. Contact details
Disputes must be submitted through the BSP link or equivalent ARC/ASD/TKP tool within 15 days from the ADM
issuance. Once ADM is billed, any queries related to the ADM or ADM policy please contact our sales team or sales
support team, email ID for the same:

Agents in India: north.salessupport@airvistara.com; south.salessupport@airvistara.com;

west.salessupport@airvistara.com; east.salessupport@airvistara.com

Agents other than India: overseassalessupport@airvistara.com

Vistara reserves the right to raise ADMs for other fraudulent practices from time to time and is not
necessarily limited to the above violations.

Tata Singapore Airline Ltd

Updated by Hussain Saeed Bori

Dated: 06-Mar-24

TATA SIA Airlines Ltd.

Registered Office Address: Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Corporate Office Address: Intellion Edge, Tower A, 9th and 10th Floor, South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101