1.0 Definition of Terms
ADM Agency Debit Memo; document sent to a receiving agency with the aim of recovering unreported revenue from that agency.
ACM Agency Credit Memo; document sent to a receiving agency with the aim of giving credit which is due to that receiving agency.
IATA International Air Transport Association
2.0 Agency Debit Memo (ADM) POLICY
In accordance with the IATA Resolution 850m (Passenger Agency Conference Resolution Manual) AWA has developed this Revenue Recovery Policy relating to Reservations and Fare Audits and the applicable procedures for communicating, disputing and settling Agency Debit Memos (ADMs).
The airline performs Revenue Audit checks on all revenue documents issued, refunded, reissued and revalidated. Agents should note that all resolutions agreed by the Passenger Agency Conference will be applied in this regard.
3.0 ADM Issuance
AWA will issue an ADM for any differences revealed during an audit between the applicable fare and the fare collected and remitted by the agent.
The minimum ADM value is USD 5.00 or equivalent in local currency, except for taxes which will be recovered in full. Persistent under-collection (multiple occurrences below USD 5.00) may also be recovered.
Multiple ADMs may be issued for the same ticket if unrelated charges apply. Grouping of tickets is allowed if audit reasons are identical and issued by the same agent.
4.0 ADM Administrative Fee
AWA may charge an administrative fee for ADMs issued after January 1, 2019. This fee is USD 10 for international sectors and USD 5 for domestic sectors.
5.0 ADM Settlement
ADMs must be settled via My ARC if issued within nine months after the final travel date. After that period, settlement must be handled directly between the airline and the agency.
6.0 ADM Dispute Handling
Agents may dispute ADMs within 15 days via My ARC with valid justification. AWA will respond within 60 days. If a dispute is rejected, justification will be provided.
7.0 ADM Reasons
ADMs may be issued for reasons including but not limited to:
- Incorrect fare value leading to underpayment
- Incorrect calculation or collection of taxes, fees, charges, or surcharges
- Missing taxes, fees, charges, or surcharges
- Refund of already used taxes, fees, or surcharges
- Commission and discount violations
- Rebooking fees and reissue/rerouting recalculations
- Incorrect refund calculations
- Incorrect cancellation penalties or commission amounts
- Refund after document expiration
- Missing or incorrect rebooking fee
All refund requests for expired documents require prior approval from AWA.
Violations of booking policies may attract penalty charges.
