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Booking and Ticketing Policy

Revised Jan. 15, 2007

Table of Contents

Article I - Purpose

This Booking and Ticketing Policy ("Policy") sets forth procedures that must be followed by any travel service provider ("Travel Service Provider"), including a travel agency or CTD, booking and/or ticketing air transportation on Continental Airlines, Inc., Continental Micronesia, Inc., ExpressJet Airlines, Inc. (d/b/a Continental Express), and/or certain "Continental Connection" carriers as applicable (hereafter collectively referred to as "Continental", unless the context otherwise requires that the provision should reference only Continental Airlines, Inc.). This Policy is incorporated by reference and is a part of any applicable agreement or arrangement pursuant to which Travel Service Provider is authorized to act on behalf of Continental, including but not limited to, the ARC Agent Reporting Agreement, to which this is a Supplement. Any of such applicable authorizing agreements or arrangements is referred to herein as an "Authorizing Agreement".

Terms and conditions of transportation on Continental are also contained in Continental's Contract of Carriage. Travel Service Providers should conduct business within the parameters of the Authorizing Agreement, this Policy and the Contract of Carriage. In the event of any conflict between such documents, the foregoing documents shall be given priority in reverse order, such that the provisions of Continental's Contract of Carriage control, where applicable.

This Policy applies to all CRS/GDS users and travel agents (Accredited and Non-Accredited; Domestic and International) and any person or entity (such as a travel agency) accessing Continental's internal reservation system content via the Internet or any other electronic means. It is the Travel Service Provider's responsibility to ensure that all of its employees and contractors, in all of its locations, are familiar with this Policy, including future updates.

Article II - Definitions

As used in this Policy, the following terms, whether or not capitalized, shall have the meanings ascribed below:

  1. Accredited Agency - a travel agency, including a corporate travel department (CTD), approved by ARC or IATA to issue airline traffic documents.
  2. Administrative Booking - bookings created for administrative or accounting purposes such as for printing itineraries or invoices.
  3. ADP - Alternative Distribution Provider.
  4. ARC - Airlines Reporting Corporation.
  5. Back Date Ticketing - the issuance of a ticket with an indicated date of issuance that is earlier than the actual date of issuance.
  6. Back-to-Back Ticketing - the booking and/or issuance and/or use of Flight Coupons from two or more different Tickets at round trip fares for the purpose of circumventing applicable tariff rules (such as advance purchase/minimum stay requirements or other restrictions).
  7. Churning - excessive or constant booking/canceling activity to circumvent Ticket Time Limits or to meet CRS/GDS productivity requirements.
  8. CTD - Corporate Travel Department as designated by ARC.
  9. CRS/GDS - Computer Reservation System/Global Distribution System.
  10. Duplicate Booking - booking more than one reservation for the same passenger traveling on or about the same date to one or more of the same or nearby airport destinations (such as, IAHMIA and IAHFLL or EWRSNA and EWRSFO), or creating another PNR for a passenger when one already exists in Continental's internal reservation system or in a different CRS/GDS. Duplicate Bookings also include, but are not limited to, a similar or same itinerary booked on both Continental and another air carrier.
  11. Fare Rules - applicable requirements or restrictions associated with a particular fare, including, but not limited to, non-refundability, Ticket Time Limits, class of service requirements, minimum/maximum stay requirements, or advance purchase ticketing requirements.
  12. Flight Coupon - a portion of the Ticket that indicates travel points between which the coupon is good for carriage.
  13. Group Booking - booking 10 or more passengers on at least one common flight segment within their itinerary to a common destination in a single PNR or multiple PNRs.
  14. Hidden Cities Ticketing or Points Beyond Ticketing - the booking and/or issuance and/or use of a reservation or ticket from an initial departure point on the ticket which is before the passenger's actual point of origin of travel, or to a more distant point(s) than the passenger's actual destination being traveled even when the booking or purchase and use of such tickets would produce a lower fare.
  15. IATA - International Air Transport Association.
  16. Impossible/Illogical Booking - includes, but is not limited to, bookings for the same passenger on concurrent flights that fly in the same time period, on or near the same day; multiple bookings for the same passenger between the same origin/destination; Duplicate Bookings; or, bookings with connections that depart before the arrival of the inbound flight.
  17. Inactive Segments - flight segments within a PNR with status code HX, NO, SC, TK, UC, UN, US or WK.
  18. Married Segments - a travel itinerary that contains at least one connection but which is sold as a single origin/destination.
  19. Non-Accredited Agency - a travel agency without ARC or IATA accreditation that accesses Continental's internal reservation system content through a CRS/GDS or other electronic means.
  20. No-Show - inventory spoilage caused by Travel Service Provider's failure to issue tickets and/or cancel unticketed reservations.
  21. Passive Bookings - these are listed in the Travel Service Provider's GDS system under passive segment status codes. Passive segments do not decrement Continental's inventory and are only to be used to ticket reservations booked directly with Continental.
  22. PNR - Passenger Name Record.
  23. Throwaway Ticketing - the booking and/or issuance and/or use of connecting and/or round-trip tickets for the purpose of one-way or partial travel only.
  24. Ticket - the record of agreement, including electronic tickets, e.g., "Continental Electronic Tickets" or "eTickets," for the carrier(s) to provide transportation and related services under certain terms and conditions to the Passenger named on the Ticket in accordance with applicable governing tariffs and regulations.
  25. Ticket Time Limit - date or time deadline required for ticket issuance as set forth in the applicable Fare Rule.

Article III - Booking and Ticketing Practices

  1. Administrative Bookings - Travel Service Provider must utilize auxiliary segments or non-billable status codes to produce invoices and itineraries or for administrative or accounting purposes. For example, non-billable status codes include the following: AMADEUS - GK, APOLLO - BK, SABRE - YK, WORLDSPAN - use a TVL Air Segment.
  2. Cancellations - If a customer cancels his or her reservation with Travel Service Provider, Travel Service Provider must immediately cancel the reservation and release Continental's inventory. Otherwise, this results in a No Show for which Travel Service Provider will be responsible. Travel Service Provider must not use the canceled inventory for another customer, even if the other customer desires the identical itinerary.
  3. Claiming Reservations - Travel Service Provider must use CRS/GDS claim functionality wherever possible to issue a ticket for a reservation booked on Continental. Travel Service Provider is not permitted to claim PNRs between agencies and/or CRS/GDS systems.
  4. Class of Service - Travel Service Provider must not issue a ticket unless the requested class of service is available for sale and confirmed in Continental's internal reservation system.
  5. CRS/GDS Migration - If Travel Service Provider transfers from one CRS/GDS provider to another, Travel Service Provider must notify Continental at least thirty (30) days prior to the transfer. Travel Service Provider should send CRS/GDS transfer information to Continental at newett@coair.com.
  6. Customer Name/ID - Customers' full first and last names are required in all bookings. Additional security information about the customer may be required by government agencies and Travel Service Provider should ensure that the PNR satisfies the applicable government requirements, including that the customer's name in the reservation matches customer's name as it appears on customer's passport or government issued photo identification.
  7. Duplicate Bookings - Travel Service Provider must not create a Duplicate Booking for any reason, or duplicate any reservation booked by another agency or that exists in another CRS/GDS or Continental's internal reservation system. It is the responsibility of the Travel Service Provider to determine if the customer already made a booking.
  8. Fare Rules - Travel Service Provider must adhere to all Fare Rules. Continental prohibits, and Travel Service Provider is liable for, any booking or ticketing practice that circumvents the applicable Fare Rules, including but not limited to Back-to-Back Ticketing, Hidden Cities, Points Beyond, or Throwaway Ticketing. Travel Service Provider must issue a valid ticket or cancel the PNR by the applicable Ticket Time Limit. In certain circumstances, Continental uses an automatic program to cancel segments when ticketing has not occurred by the applicable Ticket Time Limit, however, Travel Service Provider is responsible for any unticketed PNR that Travel Service Provider booked and Continental determines to be a No Show.
  9. Fictitious Name and Other Speculative Bookings - Travel Service Provider must not make any speculative bookings using fraudulent or fictitious names. Non-exclusive examples of such bookings include the use of a valid surname followed by initials (e.g., Williams/A/B/C, Lee/A/S/D/F, Johnson/X/Y/Z) and fictitious or celebrity names (e.g., Test/PNR, Mouse/Mickey, Lincoln/Abraham). Travel Service Provider must not block seats or hold any speculative reservation in anticipation of expected demand.
  10. Inactive Segments - An Inactive Segment must be removed from the CRS/GDS PNR prior to the day before departure. Travel Service Provider is responsible for promptly working queues.
  11. Interline Ticketing - Travel Service Provider must not validate any ticket on Continental if the ticket contains a flight segment(s) on any other airline unless the other airline is a Continental Interline Partner. In addition, any ticket that is validated on Continental must contain at least one Continental flight segment. A listing of Continental's Interline Partners is available at www.continental.com/agency.
  12. Married Segments - Continental may provide a level of availability on Married Segments that differs from the level of availability provided by Continental if the segments were sold separately. Travel Service Provider must not separate Married Segments for any purpose nor manipulate the CRS/GDS system to circumvent Continental's Married Segment Control logic.
  13. Passive Bookings - An Accredited Agent can only create passive bookings in its CRS/GDS system for the purpose of ticketing an already existing reservation in Continental's internal reservation system. Invalid passive segments will be rejected. Non-Accredited Agencies are prohibited from creating any passive bookings.
  14. Passports and Visas - Travel Service Provider must not book an itinerary for the sole purpose of obtaining customer's visa, passport, or any other documents.
  15. Prohibited Practices - Continental strictly prohibits, and will hold the Travel Service Provider responsible for any losses due to Travel Service Provider's actions in violation of this Policy or the applicable Authorizing Agreement, including but not limited to Travel Service Provider's actions with respect to any Back Date Ticketing, Back-to-Back Ticketing, Churning, Duplicate Booking, Group Booking in violation of Article VI below, Hidden Cities/Points Beyond Ticketing, Impossible/Illogical Booking, No Show, and Throwaway Ticketing, and any other Prohibited Practices outlined in the Contract of Carriage. In addition to other legal or equitable remedies available, Continental may charge Travel Service Provider and Travel Service Provider agrees to pay to Continental the fees described in Article VI for any such violation. For the avoidance of doubt, Travel Service Provider shall be responsible for its actions in violation of these policies, including booking violations, regardless of whether a ticket is issued
  16. Protection Bookings - Travel Service Provider must not create any booking on Continental for the purpose of protecting or re-protecting any customer in connection with irregular flight operations. This includes misconnections, an over-sale on Continental or any other carrier, flight cancellations, delays or any other flight interruption on Continental or any other carrier. Any such booking for the purpose of protecting or re-protecting a customer must be made only by the originating carrier.
  17. Taxes - Travel Service Provider must collect, report and accurately code all taxes, fees and charges/surcharges imposed by the U.S government, as well as taxes, fees and charges/surcharges levied by foreign countries.
  18. Ticket Numbers - Travel Service Provider must issue and report a valid ticket number for the customer and itinerary in the PNR. Continental prohibits Travel Service Provider from providing a ticket number that does not match the customer and/or itinerary to circumvent ticketing requirements or to satisfy a Ticket Time Limit.
  19. Training and Testing - Travel Service Provider can create test or training PNRs only in the "training mode" of its own CRS/GDS system, but not with live inventory in Continental's internal reservation system.

Article IV - Non-Accredited Agencies

  1. Non-Accredited Agency Classification - Continental will consider Travel Service Provider to be a Non-Accredited Agency if an ARC/IATA number is not included in the point of sale data received by Continental from the CRS/GDS or other electronic means. All Travel Service Providers are encouraged to check their point of sale to ensure that current and accurate information is sent to Continental (contact your CRS/GDS for verification).
  2. Adherence to Policy - Although many Non-Accredited Agencies are affiliated with an Accredited Agency that issues tickets on behalf of the Non-Accredited Agency, each booking source and Travel Service Provider, whether accredited or not, is considered unique and is required to comply with all Continental policies, including but not limited to this Policy and the Contract of Carriage.

  3. Valid Registration Number - Each Non-Accredited Agency must obtain a registration number to permit Continental to determine the source of each booking and such registration number must be included in the point of sale information transmitted to Continental with any booking. Continental currently accepts the following sources of registration numbers:

    Reservation Service Provider (RSP)
    Issued by ARC, see www.arccorp.com

    Travel Industry Designator Service (TIDS) 
    Issued by IATA, see www.iata.org/tids

    Any Non-Accredited Agency that is not located in the United States, Puerto Rico or U.S. Virgin Islands must obtain a TIDS number from IATA
  4. Notice to Continental - Upon receipt of a valid registration number, the Non-Accredited Agency must send it to Continental at newett@coair.com. The following information must be included in the notice: Non-Accredited Agency name and address, CRS/GDS provider, registration number, pseudo city code, phone and fax numbers, and affiliated ticketing travel agency's name, ARC number and pseudo city code.
  5. Point of Sale Information - Each Non-Accredited Agency must advise its CRS/GDS provider(s) to update its point of sale information with the registration number. If the CRS/GDS does not update the point of sale information, the registration number will not be transmitted correctly to Continental and the Non-Accredited Agency will be in violation of this Policy.
  6. Enforcement - Any Non-Accredited Agency that fails to comply with this Policy will be restricted from accessing, viewing and booking inventory in the Continental internal reservation system and unticketed PNRs are subject to cancellation. Access to the Continental internal reservation system may be reinstated only if the Non-Accredited Agency becomes compliant and pays any fee required by Continental as provided below. A Non-Accredited Agency that has been restricted for non-compliance should contact Continental at newett@coair.com.
  7. Reinstatement - To be reinstated following a violation of this Policy, the Non-Accredited Agency must sign an agreement to fully comply with the Policy in the future. In addition, the Non-Accredited Agency must pay Continental a non-refundable reinstatement fee of $50.00US with a cashier's check or money order and must have a valid registration number. Further violation of the Policy will result in permanent restriction from Continental's inventory.

Article V - Booking Fees

1. OVERVIEW

Several GDSs (Sabre, Galileo, Worldspan and Amadeus) have each announced new optional participation levels for their Travel Service Provider subscribers. Under the structure of these "Opt-In" programs, the GDS subscriber will receive guaranteed access to Continental's "full content", including all published fares, inventory and schedules, along with most private fares. In addition, GDS subscribers who select the Opt-In programs will not be subject to distribution service fees from Continental. The GDS Opt-In program and ADP options are both referred to herein as "Preferred Booking Channels" (see chart below). Travel Service Providers that do not elect to participate in the GDS' Opt-In programs or to connect to Continental through another Preferred Booking Channel, but instead elect to connect to Continental through "Other Booking Channels" (see chart below), will have limited access to Continental's fares and inventory and Continental will charge such travel agencies and CTDs a distribution service fee of $3.50 per net booked segment (herein, a "booking fee"). This Article outlines the policies and procedures applicable to this initiative.

2. EFFECTIVE DATE

Effective September 1, 2006, your Travel Service Provider's continued sale of air transportation on Continental will evidence our mutual agreement that this initiative (as set forth in this Article) constitutes a modification of your responsibilities and duties under the ARC Agent Reporting Agreement as additional terms and conditions, and will become contractually binding beginning September 1, 2006. These policies and procedures are subject to change upon notice from Continental.

3. ELIGIBLE AGENCIES

The policies and procedures outlined in this Article only apply to bookings originated by, or on the behalf of, Non-Accredited Agencies, ARC-Accredited Agencies and outlets, including corporations with a CTD designation, located within the 50 United States, the District of Columbia, the U. S. Virgin Islands or Puerto Rico, with respect to bookings originated in or via the United States, the U. S. Virgin Islands or Puerto Rico.

4. FEE STRUCTURE

Only a Travel Service Provider that elects to utilize Other Booking Channels, as displayed in the chart below, will be assessed a booking fee. The booking fee will be applied to all Other Booking Channel net bookings originated or changed on or after September 1, 2006 (January 1, 2007 in the case of Amadeus). This table may be updated periodically by Continental. Travel Service Providers should monitor this web site (www.continental.com/agency) to remain up to date.

Booking Channel Product* Booking Fee
Preferred Booking Channel
  • Sabre Efficient Access Solution
  • Galileo Content Continuity Program
  • Worldspan Super Access
  • Amadeus Content Plus
  • G2 Switchworks
  • FareLogix
 None
Other Booking Channel
  • All other Sabre, Galileo, Worldspan
    and Amadeus products
 $3.50 per net booked segment

* Please contact the GDS or ADP for more information about their products.

5.INVOICING AND SETTLEMENT

A. Invoicing.

  1. Eligible Bookings. For each Other Booking Channel, Travel Service Providers will be invoiced based upon net booked segments created, including passive segments, using the billing data provided to Continental by the GDS. For example, if a Travel Service Provider uses an Other Booking Channel to create a 2-segment PNR for a single passenger to travel from IAH-EWR-IAH, this booking counts as two gross flight segments. Then, if the Travel Service Provider cancels the final flight segment (EWR-IAH), the Travel Service Provider would be charged only for creating one net booked segment.
  2. Billing Periods. Billing periods begin on the first calendar day of the month and end on the last calendar day of the month. Relevant billing periods for purposes of the booking fees are the "transaction month" (i.e. the calendar month for which fees are being assessed); the "reporting month" (i.e. the calendar month following the transaction month) and the "collection month" (i.e. the calendar month during which settlement of the booking fees shall be due from the Travel Service Provider).
  3. Process. Normally, invoices for booking fees resulting from the use of Other Booking Channels will be provided to the Travel Service Provider within 45 days after the conclusion of the transaction month, generally on or about the first day of the collection month. For example, the invoice for September transaction month will be sent on or about the first day of the November collection month.

B. Settlement.

  1. Payment Terms. Travel Service Providers must pay invoice within 30 days of invoice date. Each Travel Service Provider expressly agrees that Continental (or any third party engaged by Continental (including ARC) for such purpose) may draft against the Travel Service Provider's bank account (including the ARC account established pursuant to the ARC Agent Reporting Agreement or the CTD Reporting Agreement) for the purpose of collecting the booking fees assessed pursuant to this Article.
  2. Enforcement. If payment is not received within 30 days from the date of invoice or if any amount drafted from the Travel Service Provider pursuant to paragraph a) above is subsequently reversed, each Travel Service Provider expressly agrees that Continental will deduct the outstanding balance amount from any payments due from Continental to the Travel Service Provider. Continental may also pursue other remedies. Additionally, failure to pay will constitute a violation of the Policy. If charges resulting from the use of Other Booking Channels remain unresolved, Continental may (pursuant to the ARC Agent Reporting Agreement and this Policy), upon written notice to Travel Service Provider, immediately terminate its appointment of any agency/CTD or agency/CTD location. In addition, Continental may also pursue any other Remedies set forth in this Policy.
  3. Credits and Exceptions. Credits may be issued only when it has been determined that a billing error has occurred. Credit memos will be issued to Travel Service Providers that may be remitted to pay all or a portion of their next invoice. No other exceptions are recognized.

Article VI - Group Bookings

  1. Travel Service Provider must make all Group Bookings for travel on Continental directly through Continental's Group Works Department at the following numbers
    • Any Continental reservations office;
    • 1.800.525.1700 or 281.287.7443 for Domestic Group Travel; or
    • 1.800.243.4399 or 281.821.9549 for International Group Travel.
    • International Travel service providers please contact your local Continental office.
  2. Violation of Continental's Group Booking Policy may result in cancellation of bookings and assessment of fees against Travel Service Provider as stated in Article VII of this Policy. Travel Service Provider may be required to provide proof of ticketing for all customers in any associated Group Booking that Continental deems to be a No-Show. In addition, Continental and Travel Service Provider may be parties to a Group Booking contract that provides for additional or alternative fees.

Article VII - Remedies for Failure to Comply

  1. Fees - In addition to other legal or equitable remedies available to Continental for Travel Service Provider's violation of this Policy, Continental reserves the right to charge Travel Service Provider a fee of $50.00US per passenger, per PNR for each Policy violation. In addition, Continental reserves the right to assess additional fees if the applicable Policy violation(s) involve First Class or BusinessFirst inventory.
  2. Loss of Access/Termination - Frequent violations of this Policy and/or failure to pay any outstanding fee(s) may result in (i) the loss of access to view, book and ticket Continental inventory and/or (ii) the termination of Travel Service Provider's agency appointment. Continental may assess an additional fee(s) to restore access capabilities through Travel Service Provider's CRS/GDS(s) if Travel Service Provider is reinstated. Travel Service Provider also must pay any other outstanding monies owed to Continental at the time of termination, including any such amounts that are identified by Continental following such termination.
  3. Damages - In addition to the other remedies set forth in this Article, Continental may charge Travel Service Provider, and Travel Service Provider agrees to pay, for any losses incurred by Continental arising out of or in connection with any violation of this Policy and/or Travel Service Provider's engaging in any Prohibited Practices. These damages could include, but are not limited to, loss of revenue and the difference between the fare charged and the actual fare available at the time of the violation or booking, use or issuance of the ticket.
  4. Other Remedies - Continental reserves the right to terminate any and all applicable agency appointment(s) of any Travel Service Provider that does not comply with this Policy. Continental reserves the right to offset from any available source any amount owed to Travel Service Provider by Continental in order to satisfy any of the fees, costs, damages or other remedies owed to Continental as a result of Travel Service Provider's violation of this Policy.

Article VIII - Miscellaneous

  1. Effectiveness and Acceptance of Terms
    TRAVEL SERVICE PROVIDER'S CONTINUED BOOKING AND/OR SALE OF AIR TRANSPORTATION ON CONTINENTAL SHALL EVIDENCE THE MUTUAL AGREEMENT OF CONTINENTAL AND TRAVEL SERVICE PROVIDER THAT THE TERMS AND CONDITIONS SET FORTH IN THIS POLICY SHALL BE APPLICABLE TO ALL ACTIONS BY TRAVEL SERVICE PROVIDER (INCLUDING ANY NON-ACCREDITED AGENT) IN CONNECTION WITH THE BOOKING OR SALE OF AIR TRANSPORTATION ON CONTINENTAL AND SHALL CONSTITUTE ADDITIONAL TERMS AND CONDITIONS OF TRAVEL SERVICE PROVIDER'S APPOINTMENT (I) PURSUANT TO THE ARC AGENT REPORTING AGREEMENT OR (II) AS AN IATA AGENCY, AS APPLICABLE.
  2. Notices to Travel Service Provider by Continental
    In addition to the methods for sending notice provided by the applicable Authorizing Agreement with respect to Accredited Agencies, any notices authorized or permitted to be given by Continental to Travel Service Provider under this Policy or any applicable Authorizing Agreement may be given to any accredited Travel Service Provider via the agency extranet website maintained by Continental and accessible at www.continental.com/agency.
  3. Right to Inspect and Audit
    Continental shall have the right to enter any of Travel Service Provider's office locations upon reasonable notice for the purpose of inspecting Travel Service Provider's books and records relating to air transportation sold directly or indirectly on Continental and to ensure Travel Service Provider's compliance with the provision of the applicable Authorizing Agreement, this Policy and/or Continental's Contract of Carriage.