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Booking and Ticketing Policy

Revised Oct. 1, 2008

Table of Contents

Article I - Purpose

This Booking and Ticketing Policy ("Policy") sets forth procedures that must be followed by any Travel Service Provider booking and/or ticketing air transportation on Continental Airlines, Inc., Continental Micronesia, Inc., any carrier 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 Travel Service Providers. It is the Travel Service Provider's responsibility to ensure that all of its employees and contractors, in all of its locations, comply with this Policy, including future updates.

Article II - Definitions

  1. Accredited Subscriber - a Travel Service Provider, including a corporate travel department (CTD), appointed 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. Booking Fee - has the meaning set forth in Article V.
  8. Churning - excessive or constant book/cancel activity.
  9. Corporate Travel Department (CTD) - The ARC Approved CTD is intended for the purpose of purchasing carrier transportation and services for its own employees, owners, and officers. (i.e. in-house travel department).
  10. CRS/GDS - Computer Reservation System/Global Distribution System.
  11. 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.
  12. 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.
  13. Flight Coupon - a portion of the Ticket that indicates travel points between which the coupon is good for carriage.
  14. 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.
  15. 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.
  16. IATA - International Air Transport Association.
  17. 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.
  18. Inactive Segments - flight segments within the CRS/GDS PNR with status codes HX, NO, SC, TK, UC, UN, US or WK.
  19. Married Segments - a travel itinerary that contains at least one connection but which is sold as a single origin/destination.
  20. Non-Accredited Subscriber - a Travel Service Provider not appointed by ARC or IATA to issue airline traffic documents.
  21. No-Show - inventory spoilage caused by Travel Service Provider's failure to issue tickets and/or cancel unticketed reservations.
  22. Passive Bookings - these are listed in the Travel Service Provider's CRS/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.
  23. PNR - Passenger Name Record.
  24. 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.
  25. 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.
  26. Ticket Time Limit - date or time deadline required for ticket issuance as set forth in the applicable Fare Rule.
  27. Travel Service Intermediary (TSI) - a Travel Service Provider that is engaged in the sale or brokerage of travel-related services or the provision of such services to the general public but is not appointed to issue airline tickets or travel related documents.
  28. Travel Service Provider - any travel agency, Accredited Subscriber, Non-Accredited Subscriber, CTD, CRS/GDS user, and any other person or entity accessing Continental's internal reservation system content via the Internet or any other electronic means.
  29. Verified Travel Consultant (VTC) - a Travel Service Provider that is engaged in the sale or brokerage of travel-related services or the provision of such services to the general public but is not appointed to issue airline tickets or travel related documents.

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, it may result 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 directly with Continental. Travel Service Provider is not permitted to claim PNRs between agencies, branches 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 changes from one CRS/GDS provider to another, Travel Service Provider must notify Continental at GDS.Distribution@coair.com at least thirty (30) days prior to the migration.
  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 reservation.
  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.
  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 bookings in anticipation of expected demand.
  10. Inactive Segments - Travel Service Provider must remove Inactive Segments from their CRS/GDS PNR at least 24 hours prior to the scheduled departure of each flight segment.
  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 - Only an Accredited Subscriber can book passive segments 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 Subscribers are prohibited from booking any passive segments.
  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 VII 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 or not 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 original carrier.
  17. Queues - Travel Service Provider is responsible for promptly working all queues.
  18. 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.
  19. 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.
  20. Ticket Time Limit - 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.
  21. 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 Subscriber - Any Travel Service Provider whose bookings do not contain a valid ARC/IATA number in the point of sale of the PNR is deemed a Non-Accredited Subscriber by Continental. It is the Travel Service Provider's responsibility to ensure that its CRS/GDS provider transmits the correct point of sale information.
  2. Adherence to Policy - Although many Non-Accredited Subscribers are affiliated with an Accredited Subscriber that issues tickets on their behalf, 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. Approved Industry Registration Number - Each Non-Accredited Subscriber must obtain an approved industry registration number. Continental currently accepts the following approved industry registration
    4. Verified Travel Consultant (VTC) Issued by ARC, see www.arccorp.com
    Travel Service Intermediary (TSI) Issued by IATAN, see www.iatan.org
    Travel Industry Designator Service (TIDS Issued by IATA, see www.iata.org/tids
    Any Non-Accredited Subscriber that is not located in the 50 United States, the District of Columbia, the U.S. Virgin Islands or Puerto Rico must obtain a TIDS number from IATA.
  4. Notice to Continental - Upon receipt of an approved industry number, the Non-Accredited Subscriber must send the VTC, TSI or TIDS number to Continental at GDS.Distribution@coair.com. The following information must be included in the notice: Non-Accredited Subscriber name and address, CRS/GDS provider and pseudo city code, phone and fax numbers, email address and affiliated ticketing travel agency's name, ARC/IATA number and pseudo city code.
  5. Point of Sale Information - Each Non-Accredited Subscriber must advise its CRS/GDS provider(s) to update its point of sale information with the approved industry registration number. All Travel Service Providers are encouraged to check their point of sale to ensure that current and accurate information is transmitted to Continental (contact your CRS/GDS for verification).
  6. Enforcement - Failure to obtain an approved industry registration number, notify Continental and update the CRS/GDS point of sale may cause the loss of access to view and book Continental's inventory whether or not a policy violation has occurred. The Non-Accredited Subscriber will remain inhibited until the approved industry registration number is obtained and updated in the subscriber profile so that it is transmitted automatically in the point of sale of a PNR. Unticketed PNRs are subject to cancellation.
  7. Reinstatement - Access to the Continental internal reservation system may be reinstated only if the Non-Accredited Subscriber obtains an approved industry registration number and pays any fee required by Continental as provided below. A Non-Accredited Subscriber that has been restricted should contact Continental at GDS.Distribution@coair.com. The Non-Accredited Subscriber will be responsible for payment of any booking violation contained in this policy. Persistent violations of the Policy will result in permanent restriction from Continental's inventory.

Article V - Booking Fees

  1. Overview - Amadeus, Apollo/Galileo, Sabre and Worldspan offer optional participation levels for their subscribers. The specified CRS/GDS Opt-In program and ADP options are referred to herein as "Preferred Booking Channels" (see chart below). Travel Service Providers that do not utilize a Preferred Booking Channel, and connect to Continental through "Other Booking Channels" (see chart below), must pay Continental a distribution service fee of $3.50 per net booked segment (herein, a "Booking Fee"). Travel Service Providers that utilize Other Booking Channels may have limited access to Continental's inventory and fares. Travel Service Providers who utilize Preferred Booking Channels are not subject to Booking Fees from Continental.
  2. Applicability - The policies and procedures outlined in this Article V only apply to bookings originated by, or on behalf of, ARC Accredited Agencies and outlets, including corporations with a CTD designation; and Non-Accredited Subscribers, 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.
  3. Fee Structure - Any Travel Service Provider that utilizes Other Booking Channels, as displayed in the chart below, will be assessed a Booking Fee in connection with all Other Booking Channel net bookings. This table may be updated periodically by Continental. Travel Service Providers should monitor the Travel Agency Information Center (www.continental.com/agency).
  4. Invoicing and Settlement
    1. 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 CRS/GDS.
      2. Billing Periods. Billing periods begin on the first calendar day of the month and end on the last calendar day of the month
    2. 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 V.
      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 Travel Service Provider/CTD and/or Non-Accredited Subscriber location. In addition, Continental may also pursue any other Remedies set forth in this Policy.

Article VI - Group Bookings

  1. Group Works - Travel Service Provider must make all Group Bookings for travel on Continental directly through Continental's Group Works Department at any Continental Airlines Reservation Office, 1-800-525-1700 or 1-281-821-9549.
  2. Violation - 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 - Fees and Penalties for Non-Compliance

  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, and Travel Service Provider agrees to pay, 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 ARC/IATA 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. 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. - 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 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 Travel Agency Information Center 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.
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