Mark Up refers to the dollar or percentage amount you, the agent, add to a gross airfare and taxes.

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1 Important information regarding this document. Mark Up refers to the dollar or percentage amount you, the agent, add to a gross airfare and taxes. Fees/ Surcharges refers to additional costs charged by a credit card company, airline or Air Tickets. Bank requirements - refers to the Bank advising Air Tickets on process for reversal of money to credit card 1. What is NYOP Merchant? NYOP merchant is a facility that Air Tickets is offering you to: - Mark up a credit card amount (default is up to 25% or up to $ for airfare and taxes) - You can apply to have the default amount varied. - Receive your air commission plus credit card mark up 2. How do I get the NYOP Merchant option in SmartTickets? You will need to register online. This is Manager Access only via the SmartTickets Admin tab, located at the top right of your SmartFares/SmartTickets login page. You will also need to agree to the Terms and Conditions and nominate your mark-up preference (dollar or percentage) to use the NYOP Merchant application. 3. How do I know that I can use NYOP Merchant? Once approved an will be sent to you from the Air Tickets Accounts team, led by John Minieri, advising that your NYOP Merchant facility has been activated. 4. Can I use NYOP Merchant option for all Airlines? The NYOP Merchant facility is currently available for use on the following airlines* 3U 9W AA AC AF AY BA BI BR CA CI CX CZ DL EK EY FJ GA HA JL KE KL LA LH LX MF MH MK MU NH NZ OD OS PR QF QR SA SQ TG TK UA VA VN VS * This list can change without notice 5. Can I charge more than the gross airfare and taxes to the credit card? Yes, the default is either up to $ or up to 25% above the airfare and taxes for each ticket using NYOP Merchant. Refer to question 1 for additional information. 6. Will my client be able to see a separate charge for my mark-ups on their statement? No. The price you nominate per ticket in the NYOP Merchant box will be the charge that that will appear on the Statement. You will also see Air Tickets as the supplier on the statement. 7. I have multiple passengers in a booking, will my client see one transaction or multiple transactions on their Credit Card statement? Your client will see a charge for each individual ticket on their credit card statement. 1

2 8. What payment type will show on my ticket? All tickets using NYOP Merchant function will be issued as a CASH transaction. 9. What merchant name will appear on my client s statement? Air Tickets will show as the supplier, or merchant, on your client s credit card statement. 10. What fees or surcharges will be applied if I use NYOP Merchant? Card Type Debit Card* Credit Card* Visa 0.8% 1.4% MasterCard 0.9% 1.3% American Express - 1.7% * Charges on Debit and Credit Cards can change without notice. The Merchant Fee (Surcharge) amount should be considered when you are entering the total NYOP Merchant amount to be charged, as the Surcharge amount is deducted from your mark-up. 11. Can I use my company credit card through NYOP Merchant? Yes you can use your company credit card. The NYOP Merchant facility Terms and Conditions will apply. 12. How can I check the NYOP Merchant amounts are correct? You are able to check these amounts on your Ticket Advice and also your weekly Air Tickets statement. 13. Can I cancel tickets issued with the NYOP Merchant option on the same calendar day? Yes. You can cancel tickets issued with NYOP Merchant facility the same way you would cancel any Tickets issued in SmartTickets Online. No change to the current cancellation process. 14. Will the card used be credited when NYOP Merchant tickets are cancelled on the same calendar day? Yes. The amount will be credited if tickets are cancelled prior to 6pm Sydney time (banking requitements)*. IE: be aware of necessary time zone adjustments as tickets need to be cancelled before close of SYD banking hours (6pm AEDST). * For full explanation refer to Important Information section on page Does Air Tickets charge any fees if I need to cancel my NYOP Merchant tickets on the same calendar day? 2

3 There are no fees charged when an NYOP Merchant document is cancelled on the same calendar day. Any other applicable ticket fees will apply. 16. Is there a cut-off time for credit card transactions to be reversed? Yes. Credit card cancellations should be finalised by 6pm Sydney time. (bank requirements*) IE: be aware of necessary time zone adjustments as tickets need to be cancelled before close of SYD banking hours (6pm AEDST). * For full explanation refer to Important Information section on page If I cancel tickets on the same calendar day what will the card holder see on their credit card statement? If you cancel the tickets before 6pm Sydney time on the same calendar day, charges will be reversed on the same business day. (Depending on the credit card, we believe that no charge will show on the statement). If you cancel the tickets after 6pm Sydney time on the same calendar day, charges will be reversed the next calendar business day. (Charge will show on the card holder statement with Air Tickets showing as the supplier) NOTE: Ticket MUST be cancelled, as per IATA rules, before midnight your local time. If tickets not cancelled by this time, tickets will need to be submitted for Refund. Any fees relating to the refund will be charged back to you. This is separate from any credit card payment. 18. What if my passenger disputes the credit card charges? (all disputes and charge backs are the responsibility of the Travel Agent) Normal dispute process will apply: - Passenger disputes the charges with the bank. - Bank will contact Air Tickets (as we are the merchant) - Air Tickets will contact you, the agent, to provide in writing that the card holder has authorised the charges to their card. - You, the agent, will supply Air Tickets with the previously mentioned signed authority. This will be used by Air Tickets as proof of client authorisation, to the bank. - If there is no evidence of this authority Air Tickets will on-charge you, the agent, for the full amount plus any associated costs. 19. How do I receive my mark-up credit when using the NYOP Merchant facility? You will receive the credit mark-up amount as well as commission amount as a credit to you in your weekly statement. 20. I have issued tickets using the NYOP Merchant facility, is it possible to refund these tickets after date of issue? Yes, if you have not cancelled your tickets on the same calendar day you can submit your NYOP Merchant tickets for refund. Any credit due or mark-up due will be recalled. 3

4 21. Am I still able to queue my NYOP Merchant tickets for refund via SmartTickets? Yes. The tickets using this facility will be refunded as normal. 22. When I refund my NYOP Merchant ticket, do I need to refund my mark-up? With NYOP Merchant, you can nominate the mark-up amount you want to refund. Any amounts due to Air Tickets will be charged back. 23. Is the NYOP Merchant surcharge refundable? Yes. Your NYOP Merchant surcharge is fully refundable on any unused ticket. 24. If I have a partial refund for my client, is the NYOP Merchant surcharge refundable? Yes, a proportion of the surcharge can be refunded. The used portion of the credit card surcharge is deducted from the original credit card surcharge. See example for calculation: - Original ticket value including tax = $ Credit Card surcharge on original ticket 1.3% * = $ Used ticket value including tax = $ Used Credit Card surcharge 1.3%* (of $130.00) = $ Deduct used surcharge value ($1.69) from original surcharge value ($6.50) this amount $4.81 is the surcharge that will be refunded. *Surcharge percentages can change without notice. 25. If I refund a ticket that used NYOP Merchant, when will my client receive this refund? This is dependent on how the refund was processed and which airline. Your client will receive the refund on their credit card statement once Air Tickets has received the refund from BSP/IATA which can be between 2 and 8 weeks.(may be longer depending on the circumstances) Refunding an NYOP Merchant ticket directly to Client credit card can only be completed within 220 days from the ticket issue date. Refund applications finalised by the airline after the 220 days limit will be treated as cash transactions and the refunded amount will be credited to the agency account. It will then be the agent responsibility to refund the amount back to the Card holder. 26. Do I receive extra commission as I have a mark -up? No, commission is only paid on the airfare and tax (where applicable) on the ticket. 27. Can I use NYOP Merchant facility if I have a part cash/credit transaction? No. At this time, NYOP Merchant is not available for part cash/credit transactions. 28. What happens if the airline I am using doesn t allow Merchant transactions? If you are in the process of ticketing using NYOP Merchant and the airline is not available for Merchant ticket, you will receive a message to choose a different Form of Payment. Then taken back to the previous screen to select a new Form of Payment. 4

5 29. Can I use NYOP Merchant if I queue a ticket to the Ticket Centre? No. At this time. NYOP Merchant is only available for use on certain airlines and only via SmartTickets Online. 30. Can I select the filed fare when I am issuing a ticket via NYOP Merchant? Filed fares cannot be used when selecting NYOP Merchant. Let SmartTickets Online quote and issue the ticket. This will stop the possibility of duplicate credit card charges being applied. 5