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Agency Debit Memo (ADM) Policy

Key Points of PNG Air Policy:

  • An ADM will be issued through the BSP only within nine months of final travel.

  • A floor limit of PGK20.00 applies to an ADM, but see 2.3 for exceptions for recurring occurrences of underpayment.

  • PNG Air will not levy administration charges to cover the cost of ADM issuance by PNG Air.


1. Scope

1.1  PNG Air will issue an ADM to collect amounts or make adjustments to agent transactions related to the issuance and use of PNG Air traffic documents, issued by, or at the request of the Agent.


2. PNG Air Practice

2.1  An ADM will only be submitted for processing through the BSP to adjust sales if issued within nine months of final travel, or when the final travel date cannot be established, the expiry date of the document. To adjust refunds, an ADM will only be issued within nine months of the BSP remittance date on which the document was settled. For any charge due beyond this period, PNG Air will agree with the Agent bilaterally the best settlement method and only submit an ADM through the BSP process if agreed in writing by the Agent.

2.2  An ADM will not be issued for a value less than PGK20.00 or equivalent. However, if there is a persistent practice of under-payment (multiple occurrences of under payments less than PGK20.00 or equivalent) by the same Agent (IATA location), PNG Air may raise an ADM to recover the under-payments.

2.3 PNG Air will endeavour to provide as much information as possible on an ADM to ensure it is specific in its detail about the reason a charge is being made.

2.4 PNG Air instructions specify any change fees must be collected via a Q surcharge in the fare construction. Failure to follow this procedure may result in a charge to be collected by ADM for incorrect ticketing procedures.

2.5  PNG Air will only issue more than one ADM in relation to the same original ticket, if different, unrelated charges apply. (This does not apply when an ADM is cancelled and raised again for the same reason but for a different value.)

2.6  PNG Air will endeavour to handle a rejected or disputed ADM in a timely manner. Where an Agent has disputed an ADM within the dispute period, provided the dispute was sent to the email address notified on the ADM in question, PNG Air will acknowledge receipt of the Agent’s dispute, either via a status change in BSPlink or through a separate communication and stop the submission of the ADM onto the Agent’s billing analysis. If PNG Air rejects the dispute an explanation for the rejection will be sent to the Agent. Agents with BSPlink access may dispute an ADM via their BSPlink dispute facility within the ADM dispute period. If PNG Air do not agree with the dispute, an explanation will be communicated to the agent prior to rejection of the dispute on BSPlink. The communication will give the agent a time period within which to respond with additional information for PNG Air to re-investigate the dispute. If no response is received by PNG Air within the time period indicated in the communication, the ADM will be submitted for settlement to BSPlink.

2.7  If an Agent disputes an ADM after it has been included in the BSP settlement PNG Air will:

  1. Within 30 days of the receipt of the dispute acknowledge receipt to the Agent.
  2. Investigate and communicate their decision on the dispute within 30 days from the date of receipt of the dispute. In circumstances where the Agent has furnished insufficient information to support the dispute or the airline decision is subject to further commercial consideration, PNG Air will communicate their decision no later than 2 months from the date of receipt of the dispute.

2.8  PNG Air will not levy administration charges to cover the cost of ADM issuance by PNG Air.  PNG Air wants to address causes that give rise to ADM issuance and for this reason the airline will contact an Agent if the volume and types of errors of that Agent’s transactions are deemed to be above average or are recurrent. PNG Air will attempt to address these issues bilaterally with the Agent concerned.

2.9  PNG Air will not use an ADM to collect third party costs not directly associated with the initial ticket issuance of a passenger journey.


3.  PNG Air expects travel agents:

3.1  To train their staff in ADM procedures; their purpose and the dispute period that exists.

3.2  To ensure that when an ADM is disputed, the response is specific in detail and the relevant supporting information is sent to PNG Air to the email address indicated on the ADM.

3.3  Not to dispute an ADM where the reason is valid and evidence to the contrary is not available.

3.4  To raise all disputes within the BSP dispute period (according to IATA Resolution 850m).

3.5  To ensure that their contact details (phone numbers, fax numbers and email addresses) are up to date in BSPlink.

3.6  To provide specific contact details when logging a dispute in BSPlink to enable PNG Air to make contact concerning the dispute.