Airline Abuse of Resolution 830d

For the past several months, ACTA has been reminding members of the change to IATA Resolution 830d and the correlation to the new Canadian Air Passenger Protection Regulations (APPR). As noted, while the new APPR represent the responsibility of the air carriers, the air carriers need to ensure that anyone who is authorized to sell tickets in the carrier’s name complies with the Notice requirements to provide information regarding cancellations, delays and denial of boarding as defined in the regulations. It means a change in the contact information you’ll have to provide carriers in the Passenger Name Record (PNR) so that carriers can meet their responsibilities under the regulations. IATA has also now mandated under Resolution 830d that IATA appointed agents must also collect customer contact information and make available to airlines for the purposes of airline contact during irregular operations. 

ACTA collaborates on an ongoing basis with other Travel Agency Associations from around the world and has learned that there are reports of abuse in some countries of this customer contact information.  The criteria provided to airlines, by IATA Resolution 830d, is that the customer contact information provided to airlines from travel agencies is only supposed to be used for operational disruptions. Some country Travel Agency Associations have identified that numerous marketing emails were sent to customers, completely unrelated to airline operation disruption. The list of marketing emails include:

  • Upcoming ticketing time limit with the message to contact the airline directly in that regard
  • Customer satisfaction survey
  • Information that check in is open
  • Option to upgrade directly with the airline
  • General flight information on baggage allowance + option for seat purchases directly with the airline

IATA has acknowledged that over the past 6 months, numerous complaints and letter of concerns from Travel Agents and Travel Agency Associations were received in regards to the Airline’s use of such consent and respective data that is now mandatory for the Travel Agent to collect and report for each passenger. In response, IATA sent a note to its member airline Members reminding them that as per the criteria/business rules of Resolution 830d, Airlines must ensure that the customer contact information data collected through IATA Accredited Agents must be used exclusively for the purposes as indicated in Resolution 830d. Member Airlines were reminded that any alternative usage other than such described in Resolution 830d, may expose Airlines to legal consequences.

ACTA is surveying our Members to find out if you are aware of any specific examples of abuse in this regard. If so, please send your information confidentially to Heather Craig-Peddie, Vice President of Advocacy and Member Relations at hcraig-peddie@acta.ca.