- Perhaps, the situation that is currently developing between British Airways and some Ukrainian travel agencies is taking on the features of a conflict, but, believe me, we by no means want to fight with anyone. The problems that have arisen at present exist not only in Ukraine and not only with our airlines. But here the situation is developing according to an unthinkable scenario. The fact is that travel agencies violate the rules for selling and booking air tickets. And in this case we are talking about agencies accredited by IATA (International Air Transport Association), that is, they have obligations not only to the airlines, but also to the association.
The most flagrant violation is as follows. A travel agency books a ticket when it is cheap. According to the rules, this ticket must be paid for within seven days. In fact, it is either paid for at the old price much later, when the real price is an order of magnitude higher, or not paid for at all. The situation is complicated by the fact that the violation can only be detected when boarding for the flight has ended and the booked seats remain empty. Such behavior is unscrupulous not only towards the airlines, but also towards colleagues from other travel companies who could have sold this ticket and received their commissions.
British Airways regularly conducts an audit of tickets and, as violations are detected, the company asks travel agencies for explanations, and only then, after weighing all the pros and cons, issues invoices. After all, violations can be different: often these are systematic deliberate violations, and sometimes - for reasons beyond the control of the tour operator. In addition, agencies were warned that an audit of tickets is being conducted and that they must carefully comply with the rules of booking and sales.
It should be noted that the invoices issued to agencies are by no means fines. These are compensations for tickets that were booked but not paid for, or paid for after the deadline at the old price.
British Airways is doing everything possible for a peaceful resolution of this situation. We want to maintain partner relations with all agencies. But such relationships presuppose good faith and honesty in doing business. For its part, British Airways entrusts its ticket forms to agencies (we have now suspended their issuance to those agencies that violated the rules and have not yet paid their invoices) and regularly pays commissions. By the way, British Airways did not succumb to the trend of reducing agency commissions; the airline kept them at 9%. In return, we expect professional compliance with the rules for selling and booking tickets.
At the beginning of this year, we met with representatives of travel companies and emphasized that each sold and booked ticket would be checked. In June, we again discussed the current situation together.
Travel companies claim that we changed the fare grid without warning. In fact, changes to fare grids are recorded in the booking systems themselves, and in cases where this does not occur, we always notify agencies in writing. We have repeatedly explained to them that as IATA members they are obliged to strictly follow the ticketing rules established by both the International Air Transport Association and the airline. Otherwise, the company reserves the right to review its relations with agencies and demand compensation for losses.