QATAR AIRWAYS

PARTNER AGENCY POLICIES

AIRLINE POLICY (COM-100)

Publication Date: 31ST March 2021

PROPRIETARY AND CONFIDENTIAL INFORMATION NOTICE

The information contained in this document is Qatar Airways’ Proprietary Information and is disclosed in confidence. It is the property of Qatar Airways and
shall not be used, disclosed to others or reproduced without the express written consent of Qatar Airways. If consent is given for reproduction in whole or in
part, this notice and the notice set forth on each page of this document shall appear in any such reproduction.
v1.00
1 Introduction 1.5. In case of any conflict between the different
documents comprising the Agreement, the
1.1. These instructions, terms and conditions govern following order of precedence shall apply:
the agent-principal relationship between Qatar
Airways (as defined in Appendix B) and the (a) Clauses 1 to 17 of these Qatar Airways
Agent (as defined in Appendix B) (each a “Party” Partner Agency Policies;
and collectively the “Parties”), its sub-agents (b) a Schedule to these Qatar Airways Partner
and its Qualifying Agent Offices (as defined in Agency Policies;
Appendix B), and form part of the terms of the
appointment of the Agent to sell Products and (c) an Appendix to these Qatar Airways
Services pursuant to any applicable agreement, Partner Agency Policies; and
as updated from time to time, including the (d) a provision in the Governing Travel Agency
following terms and conditions: Agreements,
(a) the International Air Transport Association unless a term of lower order of precedence is
("IATA") Resolution 824 - Passenger Sales expressly identified as prevailing over a term of
Agency Agreement ("IATA PSAA") and a higher order of precedence, in which case such
Resolution 812 - Passenger Sales Agency term shall take priority.
Rules ("IATA PSAR");
1.6. Unless otherwise defined herein, capitalised
(b) all IATA resolutions incorporated by IATA terms shall have the meaning given to them in
PSAA and IATA PSAR applicable to each Appendix B to these Qatar Airways Partner
Qualifying Agent Office; and Agency Policies.
(c) the ARC Agent Reporting Agreement with 2 Commencement and Appointment
respect to the Qualifying Agent Offices in
the United States, 2.1. These Qatar Airways Partner Agency Policies will
become effective on the 30th day, at midnight,
(collectively, the "Governing Travel Agency Doha time, following the Publication Date as
Agreements"). stated on page one of these Qatar Airways
1.2. In respect of Agents which have entered into the Partner Agency Policies (“Effective Date”).
IATA PSAA, these Qatar Airways Partner Agency 2.2. The Agent is deemed to have agreed and
Policies shall constitute the written instructions accepted to be bound by these Qatar Airways
of Qatar Airways pursuant to paragraph 3.2 of Partner Agency Policies (and any amendments
the IATA PSAA and must be complied with by to it), at the earlier date of:
such Agents.
(a) the Agent making any booking and/or sale
1.3. These Qatar Airways Partner Agency Policies of the Products and Services following the
and the applicable Governing Travel Agency Effective Date; and
Agreements shall be referred to collectively as
the "Agreement". (b) the Agent receiving Ticketing authority
from Qatar Airways following the Effective
1.4. These Qatar Airways Partner Agency Policies Date.
comprise the following components:
2.3. If the Agent does not agree to be bound by these
(a) Clauses 1 to 17 in this document; Qatar Airways Partner Agency Policies or any
(b) Schedule 1 (Agent Distribution Guidelines), amendments to it, the Agent acknowledges and
Schedule 2 (NDC Program Terms and agrees that it may terminate the Appointment in
Conditions), including Appendix 1 to accordance with the Agreement prior to the
Schedule 2, Schedule 3 (Payment Policy Effective Date.
Terms), Schedule 4 (Data Sharing 2.4. Qatar Airways appoints the Agent, and the
Agreement), including Appendices N◦1 and Agent hereby accepts such appointment by
N◦2 to Schedule 4, and Schedule 5 (QR Qatar Airways, as the non-exclusive agent to sell
Branding Guidelines); and and handle bookings of the Products and
(c) Appendix A (Qatar Airways ADM Policy) Services during the term of the Agreement in
and Appendix B (Definitions). accordance with the Agreement (the
“Appointment”).
2.5. Unless otherwise stated in these Qatar Airways 4.1. Subject to the Governing Travel Agency
Partner Agency Policies, the Agent shall comply Agreements, Qatar Airways may (at its sole
with all Schedules and Appendices to these discretion), upon written notice to the Agent,
Qatar Airways Partner Agency Policies (to the without cause and without any penalty:
extent applicable), specifically:
(a) suspend or terminate the Agent’s Ticketing
(a) Schedule 1 – Agent Distribution Guidelines; access or authority;
(b) Schedule 2 – Qatar Airways NDC Program (b) terminate the Appointment; and
Terms and Conditions;
(c) exercise any other rights and remedies
(c) Schedule 3 – Payment Policy Terms; available to Qatar Airways, whether in law
or equity, including ceasing or suspending
(d) Schedule 4 – Qatar Airways Data Sharing
the Agent, its sub-agents and/or its
Agreement;
Qualifying Agent Offices from accessing or
(e) Schedule 5 – QR Branding Guidelines; distributing any Carrier Content.
(f) Appendix A – Qatar Airways ADM (Agency 4.2. Without limiting Clause 4.1, Qatar Airways may
Debit Memo) Policy; and suspend or terminate the Agent’s Ticketing
(g) Appendix B – Definitions. access or authority, if:

2.6. The Agent is not granted any right or authority (a) Qatar Airways (acting reasonably) believes
to, and shall not: that the Agent is in breach of Clause 5.3; or

(a) assume or create any obligation or (b) if the Agent breaches Clause 6.
responsibility; or 4.3. Upon the suspension or termination of the
(b) give any warranty, Agent’s Ticketing access or authority, Qatar
Airways may cancel any bookings made on
on behalf of or in the name of Qatar Airways or behalf of such Third Parties and take any other
bind Qatar Airways outside of the scope of the actions permitted under the Agreement in
Appointment in any manner, except with the relation to breach of the Agreement.
prior written consent from Qatar Airways in
each case. Any warranty given by the Agent 4.4. Qatar Airways is only required to resume the
without the prior written authorisation of Qatar Agent’s Ticketing access or authority once the
Airways shall not impose any liability relevant non-compliance has been remedied to
whatsoever upon Qatar Airways. The Agent shall Qatar Airways’ satisfaction.
be fully responsible for all acts, failures to act, 4.5. The expiry or termination of the Agreement shall
and any omissions of the Agent and any be without prejudice to any rights or obligations
warranty given by the Agent. of either Party which have accrued or become
2.7. During the Appointment, the Agent shall not due on or before the date of expiry or
give credit to or deal with any person whom are termination.
designated by Qatar Airways as prohibited 5 Agent responsibilities for Third
parties from time to time.
Parties
3 Qualifying Agent Offices 5.1. To the extent that the Agent engages any
3.1. Upon request by Qatar Airways, the Agent shall employee, directors, sub-agents, services
provide the IATA Number, ARC number or PCC vendors or other Third Party contractors or
and addresses for its Qualifying Agent Offices. advisors (“Agent Personnel”) to support the
Agent’s activities within the scope of the
3.2. Bookings can be made through any authorised
Appointment, the Agent will ensure and be
booking office or sub-agent of the Agent.
responsible and liable to Qatar Airways for the
However, the Agent shall ensure that all
Agent Personnel’s full compliance with the
Ticketing in relation to the Products and Services
Agreement.
must be performed by the Agent at the
Qualifying Agent Offices. 5.2. Without limiting Clause 5.1, the Agent will be
solely responsible to Qatar Airways for all
4 Right to suspend and terminate the bookings and Ticketing made from any
Appointment
 Qualifying Agent Office, including the ADMs for any deficiency or any loss incurred by
obligations to pay any ADM. any non-compliance by the Agent with this
Clause 6.
5.3. If the Agent books and/or Tickets on behalf of
any Third Party (other than passengers), the 7 Audit
Agent shall in all circumstances ensure
compliance by such Third Parties with the 7.1. The Agent acknowledges that Qatar Airways
provisions of the Agreement and the Agent shall operates in a regulated environment. The Agent
at all times be responsible and liable for all must:
activities of such Third Party. (a) allow a Regulator access to any location
from where the Agent uses and/or
6 Compliance with rules, regulations
accesses the Carrier Content;
and instructions
(b) provide Qatar Airways or a Regulator with
6.1. The Agreement shall be subject to, and the information or documents relating to its
Agent agrees to comply with, all applicable laws use of and/or access to the Carrier Content;
and regulations including those applicable to the and
sale of the Products and Services or any other
acts performed by the Agent under the (c) co-operate with an audit by Qatar Airways
Agreement. The Agent shall comply with all or a Regulator of its sale of the Products
applicable provisions of the IATA resolutions and and Services, including making available
facilities, premises, systems, equipment,
guidelines in the sale of the Products and
records and personnel in connection with
Services.
the Agent’s use and/or access of the
6.2. The Agent shall, at all times, comply with the Carrier Content.
reasonable directions and instructions given to
it by Qatar Airways (or its authorised 7.2. Upon notice from Qatar Airways, the Agent will
representatives) concerning the Products and provide Qatar Airways, its auditors and any
Services and shall ensure that all Agent Regulators with access to, and any assistance
that may be required with respect to, the
Personnel shall, at all times, be familiar with all
such directions and instructions as may be Agent’s premises and systems for the purpose of
performing audits or inspections of:
amended from time to time.
6.3. The Agent hereby acknowledges and agrees that (a) its sale of the Products and Services; and
all Products and Services sold by the Agent shall be (b) its use and/or access of the Carrier Content,
subject to:
including operational, security, financial and
(a) the Conditions of Carriage of Qatar Airways; other audits. If any audit results in the Agent
and being notified that it is not in compliance with
any applicable law, audit requirement or other
(b) the tariffs, rules, regulations, and
instructions applicable to such Products requirements set forth in these Qatar Airways
and Services, Partner Agency Policies, the Agent will promptly
take actions to comply with such law, audit
as amended and published by Qatar Airways requirement or other requirements.
from time to time.
8 Promotional programs
6.4. The Agent must comply with the practices on IFP,
including: 8.1. The Agent shall not conduct, and shall ensure
that Agent Personnel shall not conduct, any
(a) informing Qatar Airways as soon as it
promotional activities (including sale or barter
becomes aware of any fraudulent activity;
of promotional awards, mileage, raffles/prizes,
and
CTK Points or Tickets) in relation to any Products
(b) furnishing to Qatar Airways with evidence and Services (“Promotional Activities”), unless
in support of any claims alleging fraudulent otherwise agreed by Qatar Airways.
activity.
8.2. The Agent further acknowledges and agrees that
6.5. Without limiting any rights or remedies available any fraud or abuse concerning Promotional
to Qatar Airways, Qatar Airways may take Activities on the part of the Agent or its
relevant cost recovery actions including issuing Customers may subject the relevant Customers
 to administrative and legal action by Qatar without the express prior written consent of
Airways, including: Qatar Airways.
(a) the forfeiture or invalidation of all: (i) 10.3. The Agent must provide Qatar Airways with
award certificates; (ii) Tickets issued complete and accurate PNR information
against award certificates; and (iii) accrued (including all contact information such as
points/miles in the member’s account; telephone numbers and email addresses
provided by the Customers) as well as any other
(b) suspension or cancellation of the relevant
information required by government and law
accounts; and
enforcement authorities in respect of the
(c) confiscation of Tickets by Qatar Airways, in Products and Services.
which case Qatar Airways shall not be
10.4. The Agent must not provide the Agent’s contact
responsible for any delay or interruption to
information (or any other person’s information)
the passenger’s trip.
in lieu of the Customer’s information without
9 NDC Program the written consent of Qatar Airways and the
relevant Customer.
9.1. To the extent applicable, the Agent may be given
the option to participate in Qatar Airways’ NDC 10.5. The Agent is recommended to include
Program. If Qatar Airways approves the Agent’s cardholder names in bookings where possible in
participation in Qatar Airways’ NDC Program, it order to reduce card fraud.
must comply with the following requirements: 10.6. Qatar Airways will treat all PNR information
(a) the Agent must book and ticket Qatar received in accordance with its privacy policy
Airways’ Carrier Content through a QR and all applicable laws.
Approved NDC Channel. For the purpose of 10.7. The Agent acknowledges and agrees that Qatar
this Agreement, a “QR Approved NDC Airways and its licensors are the sole owners of
Channel” means: (i) a Qatar Airways Qatar Airways IPR and agrees that it shall not
approved NDC channel established by or infringe (nor permit anything to be done by its
on behalf of Qatar Airways; or (ii) the NDC local or international offices which may infringe)
website portal maintained by Qatar Qatar Airways IPR in any way, and the Agent
Airways from time to time, each as further shall not directly or indirectly challenge the
described in Schedule 2; and validity of any of Qatar Airways IPR including the
(b) the Agent must comply with Schedule 2 to provision of any support to, or being a party to,
these Qatar Airways Partner Agency an application to a registration of a trade mark
Policies, together with any instructions, which infringes Qatar Airways IPR.
guidelines and/or technical specifications
as notified by Qatar Airways from time to
11 Confidentiality
time in relation to the Agent’s use of or 11.1. The Agent agrees that Confidential Information
access to any QR Approved NDC Channel. of Qatar Airways will be held in confidence by
the Agent for an indefinite period from the
10 Qatar Airways’ Carrier Content, PNR Effective Date of the Agreement. The Agent
and Qatar Airways IPR agrees not to disclose to Third Parties, without
the prior written consent of Qatar Airways any
10.1. Qatar Airways owns, controls and retains all
right, title and interest in and to its Carrier Confidential Information of Qatar Airways,
except to the Agent Personnel who:
Content and all copyright, database and other
intellectual property rights relating thereto. (a) need to know such information in direct
connection with the Agreement;
10.2. The Agent undertakes not to copy, use,
distribute, market or sell directly or indirectly (b) are informed by the Agent of the
the Carrier Content through any online channels, confidential nature of the Confidential
including to affiliate websites, comparison Information of Qatar Airways; and
websites, general market place websites,
(c) agree with the Agent to be bound by the
discounts and deals websites, social media
confidentiality terms of the Agreement or
platforms or any other online or mobile
terms similar thereto, but not less
applications available to the internet users,
restrictive.
11.2. The Agent shall, upon demand by Qatar Airways, 12.2. The Agent shall ensure appropriate technical
return all of the Confidential Information of and organisational measures are taken against
Qatar Airways to Qatar Airways without keeping unauthorised or unlawful processing of Qatar
any copies thereof. The return of the Airways Data and against accidental loss or
Confidential Information of Qatar Airways shall destruction of, or damage to, the Qatar Airways
not release the Agent from its obligations set out Data.
above.
12.3. In the event of the Agent discovering or
11.3. This Clause 11 shall not apply to information: suspecting any unauthorised or unlawful or
(a) which is in or becomes part of the public accidental processing, loss, destruction of, or
damage to Qatar Airways Data, the Agent
domain except by the Agent’s wrongful act;
commits to making Qatar Airways aware as soon
(b) which the Agent can show was previously as possible, but no later than within twenty-four
known to the Agent; (24) hours after the Agent becomes aware of
(c) which is received from a Third Party such incident. The Agent shall provide a report
without obligation of non-disclosure; or that shall contain at least the following
information:
(d) which is developed by the Agent
independently of and without reliance on (a) the nature of the (actual or suspected)
confidential information received by the unauthorised processing, loss, destruction
Agent under the Agreement. of or damage to Qatar Airways Data,
stating the categories and (by
11.4. The provisions of the confidentiality undertaking approximation) the number of data
in this Clause 11 shall be included in all subjects concerned, and stating the
subcontracts entered into by the Agent for the categories and (by approximation) the
purpose of providing the Services. number of the personal data registers
11.5. The Agent acknowledges that the Confidential affected (datasets);
Information of Qatar Airways is unique and (b) the likely consequences of such (actual or
valuable to Qatar Airways, and that disclosure in suspected) unauthorised processing, loss,
breach of this provision will result in irreparable destruction of or damage to Qatar Airways
damage to Qatar Airways for which monetary Data; and
damages alone would not be an adequate
remedy. The Agent agrees that in the event of a (c) a proposal for measures to be taken to
breach or threatened breach of confidentiality, address the (actual or suspected)
Qatar Airways shall be entitled to specific unauthorised processing, loss, destruction
performance, injunctive or other equitable relief of or damage to Qatar Airways Data,
as a remedy without the necessity of posting a including (where appropriate) measures to
bond. Any such relief shall be in addition to and mitigate any possible adverse effects of
not in lieu of any appropriate relief in the way of such incident.
monetary damages. 12.4. After consulting with Qatar Airways, the Agent
shall take any measures needed to limit any
12 Data Protection adverse effects (unless such consultation cannot
12.1. The Agent warrants to Qatar Airways that: be awaited due to the (actual or suspected)
unauthorised processing, loss, destruction of or
12.1.1. it complies with all applicable Data
damage to Qatar Airways Data).
Protection Legislation, including the
Regulation (as those terms are defined 12.5. The Agent shall provide Qatar Airways Data to
in Schedule 4 to these Qatar Airways such personnel of Qatar Airways which need to
Partner Agency Policies); and have access to such data in order to carry out
their roles in the performance of Qatar Airways’
12.1.2. it will only process Qatar Airways Data in
obligations in connection with the Agent
accordance with the terms of applicable
Distribution Guidelines.
data protection laws and the Data
Sharing Agreement in Schedule 4 to 12.6. The Agent shall provide Qatar Airways with such
these Qatar Airways Partner Agency cooperation and information as may be
Policies. reasonably necessary to verify its compliance
with the requirements of this Clause 12 and/or
 to comply with the directions or decisions of any (a) the negligence, default or willful
competent data protection and privacy misconduct of the Agent and any act or
authority in relation to the Qatar Airways Data, omission of the Agent acting outside the
in a timely manner. Information regarding how scope of the Appointment;
Qatar Airways treats personal data may be
(b) any breach of the Agreement by the Agent
found in Qatar Airways’ Privacy Notice, Data
or an Agent Personnel;
Protection Statement and Conditions of Carriage,
available on the website at (c) any breach of applicable data protection
www.qatarairways.com. laws by the Agent or an Agent Personnel;
or
13 Disclaimer and release
(d) any claim, demand or cause of action
13.1. Qatar Airways disclaims all liability that the referred to in Clause 13.3 brought by the
Agent may suffer or incur arising directly or Agent or an Agent Personnel.
indirectly from a lack of availability, error or
14.2. The Agent shall indemnify, defend and hold
deficiency to Carrier Content from any Channel.
harmless Qatar Airways and the Released
13.2. To the maximum extent permitted by law, Qatar Parties, and keep Qatar Airways and the
Airways makes no guarantee or warranty, other Released Parties indemnified, from and against
than as expressly described in the Agreement. any and all claims made by Customers whose
The Carrier Content is provided on an “as is” and Products and Services are cancelled as a result
“as available” basis and Qatar Airways does not of the Agent’s or an Agent Personnel’s breach of
represent or warrant that the Carrier Content the Agreement.
will be complete, available or error free or it
otherwise reflects the airline content made 15 Dispute
available by other airlines. 15.1. This Clause 15 shall apply except in respect of a
13.3. To the maximum extent permitted by law, the matter reviewed by arbitration pursuant to the
Agent hereby absolutely, irrevocably and IATA PSAR.
unconditionally releases and forever discharges 15.2. If there is a dispute relating to any claim,
Qatar Airways and each entity in the Qatar controversy, or any other matter arising out of,
Airways Group (and their respective successors or in connection with the Agreement, including
and assignees), together with their present and any question regarding its formation, existence,
former directors, officers and employees validity, enforceability, performance,
(collectively, the “Released Parties”), from any interpretation, breach, or termination (the
and all claims, demands or causes of action of “Dispute”), then the Parties shall attempt in
any kind, nature or description (whether arising good faith to promptly resolve the Dispute.
in law or equity or otherwise, existing or
contingent, known or unknown, suspected or 15.3. If the Parties cannot resolve such Dispute within
unsuspected) against any such Released Parties forty-five (45) days after written notification of a
arising from, or in connection with, the Agent’s Party notifying the other Party of the necessity
access to, the availability of, or the lack of of such resolution, then the Dispute may at the
availability of the Carrier Content which the election of either Party be escalated to:
Agent has had, now has or may have prior to, on
or following the Effective Date. Agent’s Qatar Airways’
Escalation Escalation
14 Indemnity
CEO or Principal Senior Vice
14.1. The Agent shall defend, hold harmless,
President Global
indemnify Qatar Airways and the Released
Sales (or an
Parties, and keep Qatar Airways and the
appointed
Released Parties indemnified, against any
delegate)
damage, liability, loss and expenses (including
attorney fees on a solicitor-client basis and court
15.4. If Qatar Airways seeks to resolve a Dispute by
costs) which may be incurred or sustained by
confidential ‘without prejudice’ mediation, the
Qatar Airways and/or the Released Parties,
Agent shall not object. If the Parties agree to a
arising from or in connection with: single mediator, and wish to proceed with a
 single mediator, the mediation will proceed 17 Miscellaneous provisions
accordingly. Should the Parties fail to agree on a
single mediator, they shall each nominate a 17.1. To the extent permitted by applicable law, these
mediator, and the two (2) mediators shall Qatar Airways Partner Agency Policies may be
appoint a third. In which case there shall be amended by Qatar Airways (in its sole and
three (3) mediators. The place of the mediation absolute discretion) upon thirty (30) days’ prior
shall be in Doha, Qatar. The language shall be in written notice to the Agent, or such earlier date
English. Each Party may be represented by as Qatar Airways may require.
lawyers at the mediation. The outcome of the 17.2. If the Agent does not agree to be bound by any
mediation will be binding to the extent it is amendments to the Qatar Airways Partner
agreed in writing. Agency Policies under Clause 17.1 prior to such
15.5. If the Parties fail to resolve a Dispute escalated amendments taking effect, the Agent
to the persons described in this Clause 15, the acknowledges and agrees that it may terminate
Parties may commence legal proceedings. the Appointment in accordance with the
Agreement. Any booking and/or sale of the
15.6. Nothing contained herein shall prevent either Products and Services made by the Agent
Party from, or prejudice the right of either Party following the effective date of such
to obtain, urgent or injunctive relief from any amendments constitute its acceptance to the
court of competent jurisdiction. amended Qatar Airways Partner Agency
Policies.
16 Trade mark licence
17.3. The Agent shall not take any legal proceedings in
16.1. Subject always to the Agent’s compliance with
the name of Qatar Airways without Qatar
its obligations under these Qatar Airways
Partner Agency Policies, Qatar Airways hereby Airways’ prior written consent, nor shall it
without such consent defend, settle, release, or
grants to the Agent a non-exclusive, royalty-
discontinue any action or other legal
free, non-transferable, revocable licence
proceedings, or otherwise prejudicially affecting
(without a right to sub-license) for the duration
the interests of Qatar Airways, but will do all
of the Agent’s Appointment to use the QR Trade
things necessary to defend Qatar Airways’
Marks, in the jurisdictions in which the Agent
interests pending receipt of instructions from
(and any Qualifying Agent Offices) are located,
Qatar Airways. The Agent shall inform Qatar
solely for the purpose of indicating that the
Agent is a seller of the Products and Services. Airways without delay of the institution of any
legal proceedings against the Agent or against
The Agent must:
Qatar Airways.
(a) comply with the QR Branding Guidelines;
17.4. The Parties may jointly prepare press releases
(b) comply with all other guidelines, concerning the existence of the Agreement and
requirements and directions of Qatar the terms of the Agreement. Neither Party may
Airways given from time to time in respect make press releases without prior written
of the Agent’s use of the QR Trade Marks; approval from the other Party’s public relations’
and department. For the avoidance of doubt, no
(c) where any QR Trade Marks are used by the public statements concerning the existence or
Agent, ensure that the QR Trade Marks are terms of the Agreement, no joint marketing,
used by it in a manner that is no less case studies nor joint fact scenarios, will be
prominent than that of the Agent’s own made or released to any medium except with
trade marks and the trade marks of other the prior written approval of both Parties or as
airlines (as applicable). required by law.

16.2. The Agent hereby grants to Qatar Airways a non- 17.5. A provision of the Agreement may not be waived
exclusive, worldwide, royalty-free, sub- in any manner by a Party, except by an
licensable, irrevocable licence to use the Agent’s instrument in writing by that Party or by their
name in sales, marketing, corporate and duly authorised representatives, making specific
financial materials solely for the purpose of reference to the Agreement and to the
indicating that the Agent is a seller of the provisions being waived. The non-exercise of, or
Products and Services. a delay in exercising, any power or right of a
Party does not operate as a waiver of that power
 or right, nor does any single or partial exercise of recover from the Agent the amount of any loss
a power or right preclude any other or further resulting from such cancellations. The Agent
exercise of it or the exercise of any other power acknowledges and agrees that it does not have
or right by a Party. an interest in any matter where there is or is
reasonably likely to be a conflict of interest with
17.6. To the maximum extent permitted under
the Services and that it shall not act for any
applicable law, the Agreement shall be
person where there is or is reasonably likely to
exclusively governed, construed, and
be such a conflict of interest. The Agent shall
interpreted in accordance with the English laws.
undertake on-going and regular conflict of
Any dispute between the Parties, unless
interest checks throughout the term of the
amicably settled, shall be referred to the
Agreement and shall notify Qatar Airways in
competent courts in England whose decision
writing immediately on becoming aware of any
shall be final and binding on the Parties.
actual or potential conflict of interest with the
17.7. Any provision of these Qatar Airways Partner performance of the Services.
Agency Policies which is prohibited or
17.9. All provisions expressly or by implication
unenforceable in a jurisdiction shall be
intended to come into or continue in force on or
ineffective to the extent of such prohibition or
after termination or expiry of the Agreement
unenforceability without invalidating the
shall remain in full force and effect. Without
remaining provisions hereof, and any such
prohibition or unenforceability in one limitation to the foregoing, Clauses 4.5, 10.1,
10.7, 11, 13.3, 14, 17.8 and this Clause 17.9 shall
jurisdiction shall not invalidate or render
survive the termination or expiry of the
unenforceable such provision in any other
Agreement.
jurisdiction.
17.10. The Agreement has been agreed and prepared
17.8. The Agent shall, and shall procure that its Agent
in the English language. In the event of any
Personnel shall, not offer or pay any commission,
conflict between the English language version or
fee, bribe, or consideration of any kind, or grant
any rebates, gifts or entertainment of significant other language versions of the Agreement, the
English language version shall prevail. If,
cost or value to, nor enter into any business
notwithstanding the foregoing, any competent
arrangement with any Employees or officers or
court holds that any Arabic or other translation
agents of Qatar Airways as an inducement or
shall prevail over the English Language version,
reward for doing or forbearing to do or having
done or forborne to do any action in relation to the English Language version shall be referred to
in order to assist in interpretation of the Arabic
obtaining or execution of the Agreement, or any
or other translation.
other agreement with the Agent or for showing
or forbearing to show favour or disfavour to any 17.11. The Agent shall not assign, transfer, or delegate
person in relation to the Agreement or any other any of its rights or responsibilities under the
agreement with Qatar Airways. Qatar Airways Agreement without the prior written consent of
shall have the right to audit any and all such Qatar Airways. The assignment of all or any
records necessary to confirm compliance with portion of the Agreement or any right or
this condition at any time during the term of the obligation hereunder, by the Agent, without the
Agreement and for three (3) years following prior written consent of Qatar Airways, shall be
expiration or termination of the Agreement. void. The Agreement shall be binding upon and
Upon occurrence of any default of the Agent shall inure to the benefit of the Parties and their
under the provisions of this Clause 17.8, Qatar respective successors and permitted assigns.
Airways, at its sole and absolute discretion, shall
17.12. The remedies provided in the Agreement are not
determine and take appropriate action
intended to be exclusive and shall be in addition
necessary in accordance with the rights and
to any other rights or remedies that may be
remedies available under the Agreement or at available to Qatar Airways whether arising in
law. Breach of this condition shall entitle Qatar
contract, in law or in equity for any breach or
Airways to terminate the Agreement, all and all
default by the Agent.
other agreements and contracts between the
Agent (including any Agent’s affiliates) and
Qatar Airways (including any affiliate and
member of Qatar Airways Group) immediately
without any compensation to the Agent and to
 SCHEDULE 1 AGENT DISTRIBUTION GUIDELINES

1 Display Standards 2.5. In addition, the Agent shall display a breakdown

of the final price to be paid by the Customer
1.1. The Agent shall present information in including all applicable Taxes, charges,
accordance with the Minimum Display surcharges and fees without any modification
Standards to its Customers when selling Carrier and demarcating clearly any charges or
Content on behalf of Qatar Airways. For the administrative and/or convenience fees related
avoidance of doubt, this does not prevent the to services provided by the Agent.
Agent from displaying additional information
above and beyond those listed in this Clause 1.1. 2.6. The Agent shall ensure that passenger
reservations are sold as per the terms and
2 Obligations of the Agent conditions of the Ticket, for example a return
2.1. The Agent will ensure that its systems, processes, sold only as a return, and a one-way fare sold as
a one-way fare. Unless otherwise agreed with
displays, advertising materials clearly reflect the
Qatar Airways, with any applicable surcharge
correct identity of the operating carrier as well
as the Total Price, class of travel, rules, paid, point of sale must match the point of
commencement for every Ticket. Additionally,
conditions (including Ticket cancellation and
fares that are meant to be combined with a
exchange policies and rebooking conditions) and
cruise, hotel, tour or car-hire voucher must be
all related information (including flight timings,
sold as so, and Qatar Airways reserves the right
stops made en-route and full names of airports)
to inspect the applicable vouchers at the point
as provided by Qatar Airways and updated from
time to time and that the information will be of passenger check in.
made accessible to the Customer in a non- 2.7. To the extent applicable and in the reasonable
misleading manner. control of the Agent, the Agent shall ensure that
the first price displayed is the Total Price
2.2. In case the Agent is granted access to Non
(including in respect of any website or
Published Fares accessible in the private section
comparison website operated for or on behalf
of its CRS, the Agent undertakes to comply with
the specific distribution rules of the Non the Agent), and is inclusive at all times of all
Taxes, surcharges and applicable fees, and is
Published Fares communicated by Qatar
Airways when the fare is made available to the effectively accessible to the Customer and does
not comprise of any delusive and/or misleading
Agent (e.g. tour operator fares can only be sold
discounts.
in connection with a hotel service as part of a
travel package with proof of hotel voucher). 2.8. The Agent is expected to make every effort to
highlight the benefits and unique attributes,
2.3. Upon request from Qatar Airways, the Agent
such as the product features and customer
must be able to demonstrate that a private fare
experience of Qatar Airways as much as
with associated terms and conditions was sold
realistically possible.
to a bona-fide Customer. For example, the Agent
should be able to demonstrate that the 2.9. All flight related services provided by Qatar
Customer’s student identification was verified Airways, and any Ancillary Services, will be
for the sale of a student fare to that Customer. presented and/or displayed by the Agent in
accordance with the information and
2.4. The Agent is prohibited from re-distributing
commercial policy provided by Qatar Airways.
private fare content to other agents and/or sub-
agents not permitted or ineligible to sell that The Agent shall not charge a separate price or
fee for any service or part of a service that is
private fare content. This prohibition covers the
offered by Qatar Airways as part of, or in
Agent’s providing such private fare content to
connection with, a Qatar Airways flight and for
associates, sub-agents and affiliates to book but
which Qatar Airways does not charge its direct
then Ticketing through the its PCCs. All
customers. For the avoidance of doubt, the
redistribution of private fare content must be
Agent will maintain the gratuity and will not
approved by Qatar Airways.
apply any fee, Taxes or charges for those flight
related services that Qatar Airways offers as
 complimentary, such as but not limited to 3.3. The Agent will not engage in any banned, unfair,
baggage allowance, special assistance, seat misleading, aggressive and/or anti-competitive
selection, meal selection, online and/or airport commercial practices, (such as predatory pricing,
check-in, in-flight entertainment etc. bait advertising etc.) or any practices meant to
intimidate or coerce consumers or distort the
2.10. The Agent shall not directly or indirectly use
consumers’ choice or that are considered
automated, deceptive or fraudulent means to
contrary to the requirements of professional
generate impressions, click-throughs, or any
diligence or to the general principle of good faith
other actions in relation to advertisement or
in the trader's field of activity.
Internet promotions on a Qatar Airways website
or mobile app or in relation to advertisements or 3.4. The Agent shall offer full support to Qatar
Internet promotions of Qatar Airways on Third Airways’ Customers prior and post-departure,
Party websites, including without limitation the including but not limited to ensuring full and
following key words: Air Qatar, Qatar Air, Qatar easy accessibility to the Agent contact
air ways, Qatar Airlines, Qatar Airway, Qatar information (at least one emergency phone
Airways, Qatar-Airways, number and e-mail address), announcing any
www.qatarairways.com, Qatar air lines, schedule changes, flight delays, cancellations,
qatarairways.com, qatarairways, katar airways, diversions and/or service disruptions that may
qr, katar airline, katar airlines, katar airline, happen due to some unforeseen circumstances
qr.com, ‫طيان‬‫ رشكة ر‬, ‫خطوط جوية قطرية‬, ‫ط ريان قطري‬ within maximum twenty-four (24) hours from
‫خطوط‬, ‫طيان الخطوط القطرية‬ ‫ ر‬, ‫الخطوط القطرية‬, ‫القطرية‬ the moment the information is made available
‫ رشكة الخطوط الجوية‬, ‫طيان قطرية‬‫خطوط ر‬, ‫طيان القطرية‬‫ر‬ to the Agent. The Agent shall service any
‫خطوط جوية القطرية‬, ‫القطرية‬. Customer request in a timely manner and with
the utmost professionalism, providing timely
3 Prohibited and recommended response to any Customer query, without
practices exceeding a time limit of forty-eight (48) hours
from the time the request is presented to the
3.1. The Agent, and its Qualifying Agent Offices,
unless prior written consent has been given by Agent directly in case of regular requests (e.g.
special assistance, additional services, Ticket
Qatar Airways, shall not engage in any manner
exchange or cancellation, transactions and
or capacity in the distribution, marketing,
advertising or display of Carrier Content and/or refund status etc.) and not more than five (5)
working days in case of written complaints sent
air transportation products, fares or services,
including, without limitation, booking active or directly to the Agent. The Agent will take extra-
measures to ensure a prompt response of up to
passive segments, claiming any Qatar Airways
twenty-four (24) hours to any Customer claim in
segments in any CRS and issuing 157 Traffic
Documents, schedules, seat availability and relation to a Qatar Airways service sold through
the Agent’s website(s) or mobile application(s)
related information pertaining to the flights
operated and marketed by Qatar Airways should such claim be made public on social
media platforms, reviews websites, mass media
through any direct or indirect method utilising
etc. and settle the dispute in a positive manner
the Internet or world wide web.
without affecting in any way or form the Qatar
3.2. The Agent is permitted to use the Internet or Airways’ good name, brand, values,
world wide web to provide private portal access management, employees, processes etc.
for its Qualifying Agent Offices provided such
3.5. The Agent is required to include the appropriate
access is conducted through a secure, password-
(corporate) deal-code on all bookings, whether
protected website which is not identifiable by
or not the fare is published or net/negotiated.
metasearch data engines and which is directed
This enables Qatar Airways to properly track all
to, and accessible only by, such Qualifying Agent
corporate revenue. Similarly, the Agent is
Offices, and outside of the public domain.
prohibited from adding ‘Beyond Business’ or
similar track codes to ineligible bookings.
 SCHEDULE 2

QATAR AIRWAYS NDC PROGRAM TERMS AND CONDITIONS

1 Overview (a) its access to and use of the QR Approved

NDC Channel is subject at all times to any
1.1. The Agent may request to participate in Qatar terms and conditions or directions
Airways’ NDC Program by providing written imposed by Qatar Airways or its licensors
notice to Qatar Airways specifying the relevant (including the QR Technology Provider);
QR Approved NDC Channel to which the Agent
intends to subscribe. (b) its access to and use of the QR Approved
NDC Channel is subject at all times to the
1.2. If Qatar Airways approves the Agent’s request to Agent remaining IATA NDC certified; and
participate in the NDC Program, the Agent must
(at its cost) provide all necessary information (c) Qatar Airways and its licensors (including
and assistance to Qatar Airways for the purpose the QR Technology Provider), at their sole
of onboarding the Agent to a QR Approved NDC discretion, may make modifications and
Channel. enhancements to the Carrier Content
and/or the QR Approved NDC Channel (as
1.3. In addition to the Agent’s compliance with this applicable).
Schedule 2, the Agent must comply with any
additional terms and conditions applicable to a 3.2. Subject to Qatar Airways confirming the Agent’s
specific QR Approved NDC Channel as set out in accreditation under Clause 1.2 of this Schedule,
Appendix 1 to this Schedule 2 to the extent the Qatar Airways shall make available, or procure
Agent accesses and/or uses such QR Approved the QR Technology Provider to make available,
NDC Channel. the QR Approved NDC Channel for the Agent’s
use and/or access solely in order to perform
1.4. If Qatar Airways and the Agent agree to enter bookings and/or for the sale of the Products and
into a separate contractual arrangement in Services.
regard to the Agent’s participation in Qatar
Airways’ NDC Program, the Agent acknowledges 3.3. Unless as expressly agreed between the Parties,
that its participation in Qatar Airways’ NDC no additional access rights to the QR NDC
Program will be subject to these Qatar Airways Approved Channel are granted by Qatar Airways
Partner Agency Policies and such separate to the Agent, other than those specified in
arrangement. Clause 3 of this Schedule.
3.4. The access rights for the Agent to access the
2 NDC credentials Carrier Content via the QR Approved NDC
2.1. If the Agent requires any unique user credentials Channel are always at Qatar Airways' discretion.
or passwords to access the relevant QR The Agent must at all times comply with the
Approved NDC Channel, the Agent must ensure directions of Qatar Airways and the QR
these are kept confidential and not disclosed to Technology Provider in respect of its use of the
any Third Party. QR Approved NDC Channel.
2.2. The Agent must only use the user credentials or 3.5. Qatar Airways retains full and absolute
passwords assigned to it solely to access and use discretion regarding the Carrier Content it
the QR Approved NDC Channel to access the makes available to the Agent via the QR
Carrier Content (and not for any other purpose). Approved NDC Channel. The Agent
acknowledges and agrees that the Carrier
2.3. The Agent must immediately notify Qatar
Content accessible through the QR Approved
Airways if it reasonably suspects that its user
NDC Channel may not include certain content
credentials or passwords may have been
made available by, or on behalf of, Qatar
compromised or if there has been any
Airways through other channels.
unauthorised access, use or disclosure.

3 QR Approved NDC Channel

3.1. The Agent acknowledges and agrees that:
4 NDC Program payment terms to the QR Technology Provider to facilitate such
access.
4.1. The Agent acknowledges and agrees that it is
solely responsible for any costs and expenses it 4.2. Without limiting Clause 4.1 of this Schedule, the
incurs in relation to or arising from accessing the Agent is solely responsible (at its cost) for
QR Approved NDC Channel, including any costs, maintaining all hardware, software and any
fees or charges which are payable by the Agent other equipment necessary to access and use
the QR Approved NDC Channel.
 APPENDIX 1 TO SCHEDULE 2

QR Approved NDC Channel Specific Terms

1 Use of NDC Website Portal 2.4. The Agent shall contact the QR Technology
Provider if it requires support in respect of its
1.1. This Clause 1 of this Appendix 1 applies to the access to and/or use of the NDC API. The Agent
Agent if it is granted access to the NDC Website agrees that Qatar Airways is not responsible for
Portal. the provision of support in respect of the NDC
1.2. Without limiting Clause 3.1 of Schedule 2, the API other than support for the Carrier Content
Agent shall, at all times, comply with the terms accessible through the NDC API which Qatar
and conditions of the EULA in respect of its Airways provides to Agents in the ordinary
access to and/or use of the NDC Website Portal. course.
1.3. The Agent agrees that the QR Technology 2.5. The Agent shall, at all times during its
Provider may make modifications and Appointment, safeguard its computer systems
enhancements to the NDC Website Portal at any and keep the NDC API secure:
time. The Agent acknowledges that neither (a) by proactively adhering to the
Qatar Airways nor the QR Technology Provider ISO/IEC27001 security standards (and such
are under an obligation to provide notice of any other security standards as may be
modifications and enhancements to the NDC communicated by Qatar Airways or the QR
Website Portal, but may do so at their sole Technology Provider from time to time);
discretion.
(b) by undertaking monitoring to determine if
1.4. The Agent shall contact the QR Technology its computer systems are infected by a
Provider if it requires support in respect of its virus or malicious code, immediately
access to and/or use of the NDC Website Portal. informing Qatar Airways and QR
The Agent agrees that Qatar Airways is not Technology Provider if it becomes aware of
responsible for the provision of support in any virus or malicious code on its computer
respect of the NDC Website Portal other than systems and take all steps to quarantine
support for the Carrier Content accessible affected code and remove the virus; and
through the NDC Website Portal which Qatar
Airways provides to Agents in the ordinary (c) by taking positive steps to defend its
course. computer systems against any and all hacks,
denial of service attacks and cyber-crime.
2 Use of NDC API 2.6. The Agent shall ensure its use of the NDC API
2.1. This Clause 2 of this Appendix 1 applies to the does not exceed the Look To Book Ratio. If the
Agent if it is granted access to the NDC API. Agent exceeds the Look To Book Ratio at any
2.2. Without limiting Clause 3.1 of Schedule 2, the time, Qatar Airways reserves the right to
suspend or limit the Agent’s access to the NDC
Agent shall, at all times during its Appointment,
API or recover any costs and/or expenses Qatar
comply with the terms and conditions of the
Airways incurs in relation to the Agent’s excess
EULA in respect of its access to and/or use of the
usage.
NDC API. The Agent will provide to Qatar
Airways with evidence of its EULA with the QR 2.7. The Agent must keep up to date with
Technology Provider upon request. improvements in technologies affecting its
access and use of NDC APIs and must maintain a
2.3. The Agent agrees that the QR Technology
level of expertise in respect of such technology.
Provider may make modifications and
enhancements to the NDC API at any time. The 2.8. If Qatar Airways or a QR Technology Provider
Agent acknowledges that neither Qatar Airways requests a requirement for a new capability,
nor the QR Technology Provider are under an functionality or enhancement to be complied
obligation to provide notice of any modifications with by the Agent, the Agent shall, at its own
and enhancements to the NDC API, but may do cost, ensure that it achieves such requirement
so at their sole discretion. within such period of time as agreed with Qatar
 Airways or a QR Technology Provider, and if no failure or non-compliance is managed and
specific time is agreed within forty-five (45) days reduced. The Agent shall share such protocols
of the request. and the results of security enhancements with
Qatar Airways and, upon Qatar Airways’ request,
2.9. At Qatar Airways’ or a QR Technology Provider’s
with the QR Technology Provider.
request, the Agent shall, at its own cost,
cooperate with Qatar Airways or a QR 2.10. The Agent shall, at all times during its
Technology Provider to run simulated data Appointment, establish and maintain protocols
threats (mock cyber-attacks) to test the Agent’s to reduce the possibility of loss or corruption to
integration with the NDC APIs user interface. If a Qatar Airways Data. The Agent shall regularly
mock cyber threat conducted in accordance test and seek to improve the standards and
with this Clause 2.9 reveals a weakness in the protocols to minimise loss or corruption to
Agent’s system security (or otherwise reveals a Qatar Airways Data, and share such protocols
non-compliance with these Qatar Airways and the results of such testing and improvement
Partner Agency Policies), the Agent shall take all methodology with Qatar Airways and, upon
positive steps to improve the security of its Qatar Airways’ request, with the QR Technology
computer systems or remedy any non- Provider.
compliance, such that the possibility of a repeat
 SCHEDULE 3 PAYMENT POLICY TERMS

1 Reporting & remittance of sales sale of air passenger transportation on Qatar

Airways’ Accountable Documents. The Agent
1.1. The Agent shall ensure that payments are shall be responsible for all sales made in all
always made to Qatar Airways on the due date Designated Offices.
in respect of all amounts due and payable. The
Agent shall be liable for payment in respect of 2 Payment cards
any sales discrepancy invoices raised by Qatar
2.1. Qatar Airways accepts Customer Cards as forms
Airways on the Agent. Qatar Airways reserves
of payment from its travel agencies, including
the right to raise sales discrepancy invoices on
Visa card, Mastercard, Diners card, Discover
the Agent, should a shortfall exist between
card, American Express and UATP.
remittance due and remittance through a given
remittance cycle. 2.2. The Agent must comply with the IATA
requirement of PCI DSS compliance (Effective
1.2. Qatar Airways operates in markets where the
1st March 2018) in processing Customer Cards.
travel agent settlement for all appointed agents
is per default via BSP system/ARC systems. BSP 2.3. The Agent must determine if Qatar Airways
members (both IATA agents and non-IATA accepts the Customer Card presented prior to
agents) shall report and remit payments in proceeding with the purchase. It can be
accordance with the BSP calendar in the validated with the card acceptance query via the
respective country. BSP link.
1.3. IATA agents and non-IATA agents may transact 2.4. The Agent shall be responsible for checking the
with Qatar Airways directly, through NDC validity of the Customer Card and that purchase
platform where authorised in a Governing Travel is authorised by the relevant card holder.
Agency Agreement. Payment terms shall be in 2.5. As per IATA Resolution 890 paragraph 3.4,
accordance with the rules of Qatar Airways in airlines may either decide to accept or prohibit
the respective jurisdiction or country, which use of certain payment cards. Referring to Qatar
may change depending on the mutual Airways ADM Policy, Qatar Airways accepts only
agreement between Qatar Airways and the a Customer Card in accordance with its
Agent, depending on the amount of financial Merchant Agreement in collecting payment for
security the Agent is able to provide. the sale of passenger air transportation and
1.4. The Agent shall remit the total value of all sales Ancillary Services.
reports emanating from the Qualifying Agent 2.6. Qatar Airways may apply a surcharge to
Offices each period, without any deduction save Customer Cards, in some markets, in accordance
for Commissions and refunds. with local regulations. The Agent must provide
1.5. All monies collected by the Agent for the Customer a receipt of the Ticket Total Price
transportation sold hereunder excluding any breakdown.
Commission withheld by the Agent pursuant to
this Clause are, and shall be retained by the
3 Cash
Agent as, the property of Qatar Airways, until Qatar Airways accepts cash as a payment
satisfactorily accounted to Qatar Airways. The method. The Agent shall report their cash sales
Agent shall not use such monies to engage via BSP or ARC. Monetary settlements from the
directly or indirectly, in any foreign exchange Agent to airlines are processed via BSP or ARC
transactions which are intended to obtain for according to each country’s Reporting Periods.
the Agent any monetary advantage additional to
its Commission. 4 Merchant of Record
1.6. The Agent undertakes to comply with this Clause The Agent will be liable to Qatar Airways in case
at all times and the Agent shall be responsible of acceptance of any card transaction with Qatar
and liable to Qatar Airways for all amounts to be Airways as the Merchant of Record. The Agent
received or receivable by it as an agent for the must, at its sole cost and expense, comply with
 the PCI DSS requirements including remaining On issuance of the Traffic Documents, the Agent
aware at all times of changes to the PCI DSS and must use the dedicated form of payment code
promptly implementing all procedures and of applicable payment method, according to
practices as may be necessary to remain in instructions of IATA. For markets where Qatar
compliance with the PCI DSS. When submitting Airways apply surcharge on Customer Cards, the
a card for processing by Qatar Airways, the same surcharge percentage will equally apply to
Agent undertakes to use reasonable efforts, Agent’s owned cards. Qatar Airways reserves
industry card verification and validation the right to issue an ADM when usage of
methods to ensure that the payment is prohibited card in name of the Agent and in
authorised by the cardholder and avoid conjunction with an air transportation sale for
fraudulent transactions. In case of Chargeback any customer of the Agent is detected. ADM
or a transaction dispute by the card company, penalties are defined in the Qatar Airways ADM
Qatar Airways will issue a debit memo and the Policy. Unauthorised use of the Agent’s card is
Agent will be responsible for the payment of subject to a fee of 3% of total value of the
such debit memos issued for the full amount of relevant Traffic Document (in markets where a
the transaction and all charges and fees incurred. surcharge on Customer Cards is not
IATA licensed travel agents are required to be specified/applied) and an administration fee as
PCI DSS compliant since 01 March 2018. Non- per Qatar Airways ADM Policy, equivalent to
compliance to PCI DSS requirements will lead to USD 50 per ADM. Should there be a Chargeback,
the revocation of IATA license by IATA specific to Qatar Airways also reserves the right to recover
credit card transactions the entire Chargeback amount from the Agent.

5 IATA EasyPay 8 Card transaction without approval

Qatar Airways accepts EasyPay as a payment from card issuer
method in those markets where EasyPay is 8.1. Card approval/authorisation from card issuers is
available. The Agent can find instructions how to mandatory for every card transaction. Qatar
use EasyPay as form of payment per the latest Airways compiles records of card transactions
guidelines available on the IATA website. processed without approval code from the card
issuing bank (card issuer), and if any Agent issues
6 Alternative payment methods a Ticket with an FOP card and fails to obtain
6.1. IATA Transparency in Payments (TIP) enables approval code from the issuing bank (card
transparency and control on card payments. issuer), the Agent shall be liable to a USD 50
Alternative transfer method providers can enroll ADM. Any resultant failure of transaction
their products with IATA. Enrolled products are settlement or Chargeback, will be debited in full
published in the BSP link. on the Agent, in addition to the ADM of USD 50.
6.2. Qatar Airways reserves the right to authorise an Finally, any Third Party FOP card transaction
alternative transfer method that is enrolled on found to not have the approval of the
the BSP link. The Agent must check if Qatar cardholder will result in the immediate
Airways has given such consent in the BSP link. suspension of ticketing authority of the Agent
A surcharge can be applied and settled outside concerned.
the BSP. 9 Refunds on card transactions
6.3. For ARC market please contact Qatar Airways US A card transaction is to be refunded only into
Sales support and for Non-BSP markets please same card account and where there was a
refer to the local Qatar Airways office. corresponding originating sale. Cash or cheque
7 Unauthorised card usage refund is not allowed for a card transaction. As
governed by the Qatar Airways ADM Policy,
7.1. With reference to IATA Resolution 890, no card refunding to a different FOP will render the
issued in the name of the Agent, or in the name Agent liable to a USD 50 ADM. Refunds should
of a person permitted to act on behalf of the also not exceed the relevant/applicable
Agent, or in the name of the Agent’s officer, aggregated transactional amounts related to the
partner or employee, shall be used in PNR (e.g. original issue plus change fees,
connection with the sale of Qatar Airways’ penalties etc.). The Agent defaulting on these
Traffic Documents to any customer of the Agent. will be charged for any resulting financial
 exposure on Qatar Airways and may have their 10.3. In case notification of a Chargeback is informed
card processing facility withdrawn. Qatar by a payment card company to be final, Qatar
Airways reserves the right to levy an ADM for all Airways will notify the Agent about the coming
refunded amounts in excess of what was owed, ADM. If the Agent has strong evidence and
in addition to an administration fee of USD 50. wants to dispute the Chargeback notification,
the Agent will be responsible for arbitration
10 Credit card chargebacks costs if the case is lost. Qatar Airways will
10.1. The Agent is responsible for their sales through withhold from the Agent a deposit amount
accepting Customer Cards as per IATA beforehand to cover possible arbitration costs
Resolution 890. In case a disputed transaction is until the case is concluded. Qatar Airways
rejected by the card company, Qatar Airways reserves the right to decline the proceeding to
will pass the loss to the Agent by issuing an ADM. arbitration process if evidence provided by the
Any administrative fees collected by card Agent is found inadequate.
acquirers and an administrative fee of USD 50
equivalent is collected on each Chargeback ADM.
11 Default in payment
11.1. In the event of failure by the Agent to pay Qatar
10.2. If Qatar Airways receives an inquiry or
Airways the sale proceeds, Qatar Airways shall
notification of Chargeback related to a payment
have the right to suspend the Ticketing authority
card transaction issued by the Agent, Qatar
and/or reservation access immediately. The
Airways will notify the Agent and request
Ticketing authority of reservation access will be
supporting documentation. The Agent is
responsible to provide a complete response to restored at Qatar Airways’ sole and absolute
discretion.
Qatar Airways within the prescribed timelines
mentioned in each of the notifications. In a 11.2. Qatar Airways reserves the right to liquidate the
scenario where Travel Agent fails to provide Bank Guarantee without further notice to the
required details within the prescribed timelines, Agent in order to recover any outstanding dues.
Qatar Airways shall not be responsible for the
decision taken by Card Schemes on the
chargeback.
 SCHEDULE 4
QATAR AIRWAYS DATA SHARING AGREEMENT

1 Definitions
1.1. For the purposes of this Schedule 4, the following definitions apply:

Agreed Purposes for the purposes of bookings made pursuant to these Qatar Airways Partner
Agency Policies

Controller, Data Subject, shall have the same meaning accorded to such terms in the Regulation.
Personal Data, Processing,
Personal Data Breach, and
Supervisory Authority

Data Protection Legislation means the Regulation, the Data Protection and Privacy Law of Qatar (Law
No 13 of 2016), Data Protection Act 2018 (UK) and any successor legislation
and any other law or regulation relating to data protection and privacy
directly applicable to the relevant Party.

Disclosing Party means the Party that discloses Shared Personal Data to the Receiving Party
under this Schedule 4 and includes any employees, contractors and
consultants of the Disclosing Party.

Permitted Recipients means: (i) the employees of each Party engaged in Processing of the Shared
Personal Data; (ii) any Third Parties engaged by a Party to perform
obligations in connection with the performance of the obligations under the
Agreement, which in the case of the Agent shall include all subscribers and
parties allocated with an ID to access the network or system of the Agent;
and (iii) any dedicated consultants or advisors of the Receiving Party who
need to process such Shared Personal Data in connection with the
performance of the Agreement, on a strict need to know and need to
process basis, and who have committed themselves to an appropriate
obligation of confidentiality.

Receiving Party means the Party that receives Shared Personal Data from the Disclosing
Party under the Agreement and includes any Permitted Recipients of the
Receiving Party.

Records means records and information of any kind, including originals and copies
of all accounts, financial statements, expenditures incurred, books, files,
reports, records, correspondence, documents and other materials created
for, or relating to, or used in connection with the supply of the services by
the Agent to Qatar Airways containing Confidential Information of Qatar
Airways or Shared Personal Data, and however such records and
information are held, stored or recorded.

Shared Personal Data means the Personal Data to be shared between the Parties pursuant to
these Qatar Airways Partner Agency Policies or in the performance of the
Parties’ respective obligations under the Agreement. Shared Personal Data
shall be confined to the following categories of information relevant to the
following categories of Data Subject as specified in Appendix N◦1
[Description of Shared Personal Data Processing] to this Schedule 4.
1.2. All other capitalised terms not defined under Controller. The Agent shall comply with its
this Schedule 4 shall have the meaning given to obligations regarding appropriate technical and
it under the Agreement. organisational measures for ensuring the
security of Shared Personal Data, appropriate
2 Shared Personal Data means for capturing consent, if required, and
2.1. Agent Data Controller acknowledgement the transfer and use of Shared Personal Data.
The Agent acknowledges and confirms to Qatar 3.2. Agent’s Warranties to Qatar Airways
Airways that in respect of the Processing of The Agent warrants to Qatar Airways that at all
Shared Personal Data as contemplated by this times:
Schedule 4, it is a Controller.
3.2.1 the use of Shared Personal Data of
2.2. Qatar Airways Data Qatar Airways in accordance with this
Qatar Airways Data shall be and shall remain, as Schedule shall comply with Data
between the Parties, the property of Qatar Protection Legislation;
Airways. Nothing in this Schedule 4 shall be 3.2.2 it has, and shall maintain, appropriate
construed as creating any assignment or technical and organisational measures
transfer of proprietorship to Qatar Airways in such a manner to ensure that
Data. The Agent shall not use Qatar Airways Processing will meet the requirements
Data for any commercial benefit other than as of Data Protection Legislation;
described in this Schedule 4.
3.2.3 it has, and shall maintain, appropriate
2.3. Purpose for use of Shared Personal Data technical and organisational measures
This Schedule 4 sets out the framework for the in such a manner to ensure the
sharing of Shared Personal Data between the protection of the rights of Data Subjects
Parties as Controllers. Each Party acknowledges and that it meets the requirements
that in the course of the performance of a described in Appendix N◦2 [Security
Party’s obligations under the Agreement, each Measures and Access] of this Schedule
Party (the Disclosing Party) will regularly 4;
disclose to the Receiving Party’s Permitted 3.2.4 it has, and shall maintain, appropriate
Recipients Shared Personal Data for the Agreed technical and organisational measures
Purposes, in each case as more fully described in such a manner to protect against
in Appendix N°1 [Description of Shared Personal unauthorised or unlawful Processing of
Data Processing]. Personal Data and against accidental
2.4. Extent of Processing of Personal Data loss, destruction of, corruption to, or
damage to, Personal Data, Qatar
Except if the Agent is otherwise permitted Airways Data and Shared Personal Data;
under Data Protection Legislation as the
Controller, the Agent shall process Shared 3.2.5 it shall not transfer any Shared Personal
Personal Data received from Qatar Airways as Data received from Qatar Airways
necessary for the purposes as specified in outside the European Economic Area,
Appendix N°1 [Description of Shared Personal unless the obligations described in this
Data Processing] to this Schedule which sets out Data Sharing Agreement have first been
the subject-matter and duration of the met; and
Processing, the nature and purpose of the 3.2.6 without limiting Clause 3.2.3, it shall
Processing, the type of Personal Data and adhere to, and comply with the security
categories of Data Subjects. standards in the transfer and use of
3 Compliance with Data Protection Shared Personal Data as specified in
Appendix N◦2 [Security Measures and
Legislation Access] of this Schedule 4.
3.1. Data Protection Legislation Compliance Qatar Airways reserves the right to review the
The Agent shall comply with such Data technical and organisational measures
Protection Legislation as it applies to it as a maintained by the Agent.
3.3. Indemnity (f) ensure that it has in place appropriate
The Agent indemnifies Qatar Airways, and shall technical and organisational measures,
which in the case of the Agent may be
keep Qatar Airways indemnified and hold Qatar
reviewed by Qatar Airways;
Airways harmless from any liability, claims
damages, costs and expenses arising out of or (g) not transfer any Shared Personal Data
related to any breach by the Agent of any of its received from the Disclosing Party outside
warranties set forth in this Schedule 4, and no the European Economic Area unless the
limitation of liability, whether contractual or transferor:
statutory shall apply to the Agent’s breach of (i) complies with the provisions of
this clause.
Articles 26 of the Regulation (in the
4 Particular obligations relating to event the Third Party is a joint
controller); and
data sharing
(ii) ensure that: (A) the transfer is to a
4.1. The Agent shall:
country approved by the European
(a) ensure that it has all necessary notices, Commission as providing adequate
legal bases or safeguards and consents in protection pursuant to Article 45 of
place to enable lawful Processing and the Regulation; (B) there are
transfer of the Shared Personal Data to the appropriate safeguards in place
Permitted Recipients for the Agreed pursuant to Article 46 of the
Purposes and to comply with applicable Regulation; or (C) one of the
direct marketing legislation; derogations for specific situations in
Article 49 of the Regulation applies
(b) give full information to any Data Subject
to such transfer, or in the event
whose Personal Data may be processed
under the Agreement of the nature of such where (A) and (B) above are not
applicable, complies with the
Processing in accordance with the
Regulation; and
requirements of Data Protection
Legislation. This includes giving notice that, (h) ensure that the Shared Personal Data is
on the termination of the Agreement, accurate and will notify Qatar Airways of
Personal Data relating to them may be any inaccuracies in the Shared Personal
retained by or, as the case may be, Data immediately upon becoming aware of
transferred to one or more of the same.
Permitted Recipients, their successors and
assignees; 5 Mutual assistance for Controllers
(c) except if the Agent is otherwise permitted 5.1. Each Party shall assist the other in complying
under Data Protection Legislation as the with all applicable requirements of the Data
Controller, process the Shared Personal Protection Legislation. In particular, each Party
Data only for the Agreed Purposes; shall:

(d) except if the Agent is otherwise permitted (a) consult with the other Party about any
under Data Protection Legislation as the notices (e.g. breach notifications) given to
Controller, not disclose or allow access to Data Subjects in relation to the Shared
the Shared Personal Data to anyone other Personal Data;
than the Permitted Recipients and shall (b) provide the other Party with reasonable
take no less precaution than they employ assistance in complying with any Data
with regard to Personal Data; Subject access request;
(e) ensure that all Permitted Recipients are (c) not disclose or release any Shared Personal
subject to written contractual obligations Data in response to a Data Subject access
concerning the Shared Personal Data request without first consulting the other
(including obligations of confidentiality) Party wherever possible;
which are no less onerous than those
imposed by the Agreement; (d) assist the other Party upon its request with
any inquiries or notices received from or
 with any investigations or any unless required by applicable law. The
consultations with Supervisory Authorities Parties will provide each other with
or regulators; reasonable assistance as required to
facilitate the handling of any Personal Data
(e) cooperate with the other Party as
Breach;
reasonably required in relation to any data
protection impact assessments (DPIAs) (h) If a Data Subject or a Supervisory Authority
that it conducts in relation to the Shared brings a dispute or claim concerning the
Personal Data; Processing of Shared Personal Data against
(f) notify the other Party without undue delay a Party or both Parties, the Parties will
inform each other about such dispute or
on becoming aware of any breach of the
claim and will cooperate with each other as
Data Protection Legislation in relation to
far as permitted by the applicable laws and
Shared Personal Data, cooperate with the
regulations;
other Party in order to investigate and
remediate any such breach if required; (i) at the written direction of the Disclosing
Party and unless specified in the
(g) in the event that either Party suffers a
Agreement to the contrary, delete or
potential or actual loss of Shared Personal
return any Records containing Shared
Data or a Personal Data Breach in relation
Personal Data and copies thereof to the
to the Shared Personal Data, such Party
Disclosing Party on expiration or
shall notify the other Party without undue
delay after identifying any potential or termination of the Agreement unless
required by law to store the Personal Data
actual loss and/or Personal Data Breach
and the Parties shall reasonably cooperate for a longer period;
with each other in taking such measures as (i) maintain complete and accurate Records
may be necessary to notify affected Data and information to demonstrate its
Subjects, comply with each Party’s compliance with this Clause 5; and
obligations under the Regulation including,
(j) provide the other Party with contact
where required, notifications to the
details of at least one employee as point of
appropriate Supervisory Authority, and to contact and responsible manager for all
mitigate or remedy the effects of such
issues arising out of the Data Protection
Personal Data Breach. In this regard, the
Legislation, including the joint training of
Agent shall not report or communicate to
relevant staff, the procedures to be
any Third Party including without
followed in the event of a Personal Data
limitation any Supervisory Authority in
Breach, and the regular review of the
connection with a Personal Data Breach in
Parties’ compliance with the Data
relation to the Shared Personal Data
Protection Legislation.
processed under the Agreement without
the prior written consent of Qatar Airways
 APPENDIX No. 1 TO SCHEDULE 4
DESCRIPTION OF SHARED PERSONAL DATA PROCESSING
1 Type of Personal Data and categories of Data Subject
1.1. Qatar Airways shall process the following types of Shared Personal Data, made available to it by the Agent or
by a Third Party to the following categories of Data Subjects:

Type of Personal Data Category of Data Subject

Name, Title of Agreement Signatory Authorised Signatory of each Party to the Agreement

First and last names In respect of each Agent Personnel and Customer.

Other person related data such as date of birth, In respect of each Customer.
nationality etc.

Contact data such as postal addresses, telephone and In respect of each Agent Personnel and Customer.
fax numbers, e-mail addresses etc.

Travel information (e.g. destination, fare information, In respect of each Customer.

seat information, travel status, meal requirements)

Frequent flyer program details (e.g. miles In respect of each Customer.

accumulated, passenger score/tier level, frequent
flyer number)

PNR locator In respect of each Customer.

Special categories of Personal Data referred to in In respect of each Customer.

Article 9(1) of the Regulation (e.g. specific ancillary
services, data concerning health)

1.2. The Agent shall process the following types of Shared Personal Data, made available to it by Qatar Airways
or by a Third Party to the following categories of Data Subjects:

Type of Personal Data Category of Data Subject

Name, Title of Agreement Signatory Authorised Signatory of each Party to the Agreement

First and last names In respect of each Customer.

Other person related data such as date of birth, In respect of each Customer.
nationality etc.

Contact data such as postal addresses, telephone and In respect of each Customer.
fax numbers, e-mail addresses etc.

Travel information (e.g. destination, fare information, In respect of each Customer.

seat information, travel status, meal requirements)

Frequent flyer program details (e.g. miles In respect of each Customer.

accumulated, passenger score/tier level, frequent
flyer number)

PNR locator In respect of each Customer.

Special categories of Personal Data referred to in In respect of each Customer.

Article 9(1) of the Regulation (e.g. specific ancillary
services, data concerning health)
2 Location(s) of the Processing
The Agent shall process the Shared Personal Data at The location of the Agent (and any Qualifying Agent Offices)
the following location(s):

3 Data Protection Officer contact The Agent shall, upon Qatar Airways’ request,
notify Qatar Airways in writing of its Data
details Protection Officer or persons responsible for
Qatar Airways has appointed the following data protection and privacy.
Data Protection Officers or persons responsible
for data protection and privacy:
Qatar Airways’ Data Protection Officer
Attn: Data Protection Officer
Qatar Airways Group Q.C.S.C.
Qatar Airways Tower 1,
PO Box 22550
Airport Road,
State of Qatar
Email: [email protected]
 APPENDIX No. 2 TO SCHEDULE 4
SECURITY MEASURES AND ACCESS
The information security measures taken by the Agent: Information Technology Library (ITIL) standards,
the Control Objectives for Information and
1 Information Security Organisation related Technology (COBIT) standards or other
The Agent shall appoint a responsible person to applicable industry standards for information
own and manage the information security security together with any addition security
programme on behalf of the Agent standards of Qatar Airways communicated to
(“Information Security Manager”). The the Agent. The Agent shall ensure that all such
Information Security Manager shall be safeguards, including the manner in which
independent of, and shall not be a part of and Personal Data is collected, accessed, used,
does not report into the team providing the data stored, processed, disposed of and disclosed,
Processing services. The Controller shall have comply with applicable data protection and
direct access to the Information Security privacy laws, as well as the terms and conditions
Manager for all matters concerning information of the Agreement.
security. 2.2. The Agent shall be responsible for the
unauthorised collection, receipt, transmission,
2 Information Security Governance
access, storage, disposal, use and disclosure of
2.1. The Agent shall implement necessary and Personal Data under its control or in its
appropriate administrative, physical, technical possession by all Permitted Recipients and other
and organisational safeguards to protect personnel. This includes, but is not limited to
Personal Data that are no less rigorous than electronic transmission, use and/or Processing
accepted industry practices (including the of information in data centers, servers, back-up
International Organization for Standardization’s systems, computing equipment including but
standards: ISO/IEC 27001:2013 – Information not limited to the IT network and/or IT system of
Security Management Systems –Requirements the Agent.
and ISO-IEC 27002:2013 – Code of Practice for
International Security Management, the
 SCHEDULE 5 QR BRANDING GUIDELINES
As enclosed.
 APPENDIX A: QATAR AIRWAYS ADM (AGENCY DEBIT MEMO) POLICY
1 Principles of issuance & procedures relation to the Traffic Documents issued by the
Agent.
1.1. ADMs will be issued in accordance with IATA
Resolutions, in particular IATA Resolution 850m. 2.2. ADMs will also be issued to the erring Agent in
respect of reservations, GDS misuse and no-
1.2. Qatar Airways in its efforts will try to provide as show related transactions.
much information as possible on an ADM about
the reason why a charge is being made. 2.3. Agents are expected to adhere to all Qatar
Airways’ and IATA rules, resolutions, regulations,
1.3. Qatar Airways will decide on a minimum policies and guidelines. These may be issued and
tolerance threshold (to be reviewed and revised updated from time to time, sometimes without
from time to time without prior notice) which if prior notice.
exceeded will result in the issuance of ADM to
the erring Agent. 3 Debit memos
1.4. Qatar Airways will levy an administration fee of 3.1. The Agent will be responsible for the payment of
USD 7 for each ADM raised. The administration ADMs, as governed by the Qatar Airways ADM
fee for handling of ADMs issued due to GDS Policy, issued for Ticketing of bookings that are
misuse is fixed at USD 25 per ADM raised. Qatar deemed abusive or otherwise in violation of
Airways reserves the right to revise applicable fare and Ticketing rules. Qatar
administration fee without prior notification. Airways will debit the Agent a value
1.5. ADMs will always include the name of Qatar commensurate with the value of lost revenue
caused by misuse or fare/Ticketing rule
Airways’ contact person and/or department,
violations, plus an administrative fee through an
phone number and/or e-mail address, for the
ADM. Qatar Airways will use commercially
Agent to seek clarifications.
reasonable efforts to identify and cancel abusive
1.6. Administration fee will be withdrawn or bookings prior to their Ticketing, and reserves
refunded to the Agent only in those cases where the right to issue ADMs even if the bookings
Qatar Airways withdraws or refunds the full have not been ticketed or have been ticketed
value of an incorrectly issued ADM. and subsequently re-issued or refunded.
1.7. Qatar Airways reserves the right to deduct Additionally, Qatar Airways reserves the right to
outstanding ADM values from commercial, request payment, via invoice or suitable means,
marketing or performance linked bonus funds. for violations identified, even if it is beyond nine
months from the final travel date or beyond nine
1.8. In cases where an IATA / ARC Agents chooses to months from the document refunded date.
have commercial relationship with non IATA /
non ARC agents, this commercial relationship is 3.2. The reasons below are non-exhaustive, and
fully the responsibility of the IATA / ARC Qatar Airways reserves the right to issue ADMs
Ticketing agent. The Ticketing agent is liable for for violations not listed below.
malpractices involved and ADMs will be raised
to the Ticketing agent accordingly, regardless of
their location.
1.9. In case any agent is defaulted in BSPLink, any
ADM pertaining to the Agent will be raised on
their Head Office or any other branch of the
Agency in question.

2 Expectations
2.1. In line with the industry practice, Qatar Airways
uses ADMs as accounting instruments for
collection and adjustments pertaining to fares,
Taxes, fees, charges, surcharges and
Commission, refund, exchanges, re-issues etc. in
4 Booking & Ticketing
Violation Penalty

Excessive Churning, Creating duplicate (dupe) segments USD 11 for dupe segment per passenger and excess churn block

Creating bookings on non-operational flights or with fictitious schedule USD 11 per segment per passenger
details

Inactive bookings (with segment status HX/UN/NO/UC) USD 11 per segment per passenger

Using ‘IN’ entry to gain access to group PNRs instead of using passive USD 11 per segment per passenger
segments or group claim.

Creating bookings with fictitious/fake names USD 30 per fictitious name

Non-compliance with exchange and re-issue conditions. Difference of fare and/or Taxes and/or fees and/or charges and/or
surcharges and/or penalties and/or Commission

Non-compliance with applicable RBD, fare rules, and sales conditions Difference (up to the highest) of fare and/or charge and/or surcharge
and/or Taxes and/or fees and/or Commission

Mismatch between flown and ticketed details. Difference of fare and/or Taxes and/or fees and/or charges and/or
surcharges and/or penalties and/or Commission

Misuse of carrier identification plate (documents issued on 157 stock/plate) Difference between ticketed and applicable fare and difference of
for completely closed on other airlines(s) itinerary/journey if not authorized applicable taxes, fees, charges and surcharges, but not less than 1000
by Qatar Airways USD for Economy Class, 1500 USD for Premium Economy or Business
Class, 2500 USD for First Class.
In case of any combination of cabins, the rate for the highest booked
cabin applies.

Incorrectly imposed missing fee(s), charge(s), surcharge(s) or penalty (ies) Difference between imposed amount(s) and applicable amount(s) will be
collected from the Agent

Incorrectly calculated refund Reclaim of any under-collected penalty amount as well as the difference
between the incorrectly claimed refund value and refundable value of
fare and/or Taxes and/or fees and/or (sur) charges and/or Commission

Incorrectly imposed and/or missing Tax (es) Difference between imposed amount(s) and applicable amount (s)

Speculative or manipulative bookings attempted and/or managed to

circumvent the inventory controls in order to secure lower fare which is not
available under normal circumstances such as but not limited to the use of
manual, semi-automated or automated transactions, robotic macros,
scripts, tools or any other modes etc*
A minimum amount of USD 500 for Economy and USD 950 for Business
Class will be charged. However, Qatar Airways reserves the right to
Creation of segment(s) not in the right booking sequence as per the journey
recover the fare difference where deemed necessary. In case of
passenger intends to travel, with the intention to circumvent Qatar Airways
combination of cabins, minimum USD 950 will apply. The charges are
inventory to obtain seats in RBD (s) which may have not been available when
applicable per passenger.
the same was requested*

Misuse of deal-code

*Please note that such speculative or manipulative bookings, are only identified in the Qatar Airways Host System. In the travel agent`s GDS history of the
PNR (Booking File), there are no records that prove these transactions in most of the cases. Qatar Airways will send the information generated from the
inventory tool as a proof of such speculative or manipulative booking, e.g. the origin and destination originally booked and the sold origin and destination
5 Payment
Violation Penalty

Use of a payment card belonging to the Agent, or in the name of a person Surcharge levied in line with Qatar Airways’ published Customer Card
permitted to act on behalf of the Agent, or in the name of the Agent’s surcharges. For payment card types where card surcharges are not levied,
officer, partner or employee, in connection with the sale of Qatar Airways’ a fee of 3% of the total value of the document issued will be levied in
Traffic Documents to any customer of the Agent. In accordance with IATA addition to the standard Qatar Airways’ ADM admin fees
Resolution 890.

Issuance of a Ticket using a payment card with failure to obtain approval Qatar Airways reserves the right to suspend the Ticketing Authority of
code from the issuing bank (card issuer) any Agency found to be issuing tickets via payment card without the
required approvals, particularly a valid approval code.

Third-party card transaction without approval from the cardholder Immediate suspension of Ticketing Authority

Refund to a method of payment other than the method of payment of the USD 50 ADM for each transaction refunded to cash
original transaction. Payment card transaction refunded to cash

Disputed transaction (including chargeback) rejected by card company Full value of the transaction (or charge-back) disputed reclaimed from
the Ticket-issuing/refunding Agent via ADM

6 Commission
Violation Penalty

Claim of Commission on prohibited reservation class and/or private fares

unauthorised by Qatar Airways

Claim of Commission higher than that approved by Qatar Airways

Claim of Commission on Qatar Airways documents (i.e. EMD/MCO) other

than a passenger ticket Reclaim of all Commission claimed with respect to the ineligible
document/s
Claim of Commission on Ticket issued where commencement of journey is
other than the location country of the Agent is not allowed

Claim of Commission on documents issued on Qatar Airways 157 plate and

fully closed on other airlines, including codeshare/interline

7 Ancillaries
Violation Penalty
Baggage allowance printed on the Ticket does not match the actual Difference between free baggage allowance shown on the Ticket and
applicable allowance applicable free baggage allowance, as per the general excess baggage
rates, irrespective of whether the customer utilized the printed free
baggage allowance or not.
Excess baggage (EBT)/MCOs/EMDs issued for excess baggage with incorrect Under-collection of applicable charges reclaimed from Agent
rates
MCOs/EMDs issued value for cabin upgrade does not match approved value Difference of fare and/or Taxes and/or fees and/or charges and/or
surcharges and/or penalties

8 Compliance
Violation Penalty
Multiple utilisation; situations where the document is reported with Entire value of the document (violated sectors only)
repeated usage
Utilisation against void sales and un-reported sales where refund, re-issue Entire value of Ticket to be reclaimed
or flown is reported against void/unreported sales
Materialisation rate for group sales not achieved Deposit forfeit will be calculated as per the agreed group contract
Over-utilisation of MCO/EMD, including situations where the reported value Difference between the value of the original MCO/EMD and the new
for the exchanged document is more than the value mentioned in the document resulting from the exchange
original MCO/EMD
 Misuse of schedule change, Irregular Operations or ad-hoc commercial The highest published carrier fare, including applicable Taxes, fees,
policy charges and surcharges for the re-protected sector(s) in the cabin(s)
travelled
Incorrect document issuing practices (e.g. tour code, fare basis, RFIC) Qatar Airways reserves the right the levy an ADM of at least $50 for each
violation, with higher penalties levied in line with the financial cost and/or
revenue loss incurred by QR

9 Disputes 11 Contact Details

9.1. Qatar Airways undertakes dispute processing in 11.1. All ADM disputes/request for
accordance with IATA Resolution 850m and post- supporting/additional information should be
billing dispute for ADMs as per IATA Resolution 818g addressed to the respective email ID mentioned
and IATA Resolution 812. The Agent should only on the ADM.
dispute ADMs with valid reason and supporting
documentation.

10 ACMs
10.1. ACMs will be processed by Qatar Airways as per
the dispute resolution in the favor of the Agent.
10.2. Qatar Airways will accept ACM requests made
within 12 months of the date of issue of the
ADM.
 APPENDIX B: DEFINITIONS
1 Definition and interpretation (d) references to a “person” shall be construed
as references to an individual, firm,
1.1. In these Qatar Airways Partner Agency Policies, company, corporation, unincorporated
unless the context otherwise requires: body of persons or any state or any agency
(a) all headings used in these Qatar Airways thereof and shall also include their
Partner Agency Policies are for respective successors and assignees;
convenience and reference only and shall (e) a reference to 'including', 'includes',
not affect the interpretation of it and shall 'include' or 'such as' shall be read as if it is
not in any manner be deemed to limit or followed by 'without limitation';
restrict the context of the provision to
which they relate; (f) reference to “day” or “days” shall mean
calendar days inclusive of public holidays
(b) words importing the singular shall also unless otherwise specifically indicated; and
include the plural and vice versa where the
context requires or admits; (g) where figures are referred to in numerals
and in words, if there is any conflict
(c) unless explicitly stated otherwise, between the two, the words shall prevail.
references to Clauses, Schedules,
Appendices, are references to clauses, 1.2. Unless otherwise defined in these Qatar Airways
schedules and appendices to these Qatar Partner Agency Policies, capitalised words or
Airways Partner Agency Policies as the phrases shall have the meanings assigned to
content may require, them as set out below:

means ticket document issued on Qatar Airways 157-stock, miscellaneous

Accountable Documents charges orders (“MCO”), or excess baggage tickets (“EBT”) in paper or
electronic form or an electronic multipurpose document (“EMD”).

means Agency Credit Memo, an adjustment issued by an airline for an

ACM
incorrectly issued document, crediting back the Agent.

means Agency Debit Memo, a penalty notice sent to the Agent, requiring the
ADM Agent to pay a sum on demand to the airline, including as described in IATA
Resolution 850m.

means the person which is in travel agency business and which has been
Agent
granted Ticketing authority by Qatar Airways.

has the meaning given to it in Clause 5.1 of the terms and condition of these
Agent Personnel
Qatar Airways Partner Agency Policies.

Agent Distribution means the agent distribution guidelines as set out in Schedule 1 to these Qatar
Guidelines Airways Partner Agency Policies.

has the meaning in Clause 1.3 of the terms and conditions of these Qatar
Agreement
Airways Partner Agency Policies.

means revenue that is derived from goods or services other than a company’s
Ancillary Services
primary product offering.
 has the meaning given to it in Clause 2.4 of the terms and conditions of these
Appointment
Qatar Airways Partner Agency Policies.

means Airline Reporting Corporation, whose US-based system enabling

agencies to issue air tickets, including cash sales and service fees, on more than
ARC
200 airlines—directly through global distribution systems (GDSs), aggregators
and airlines.

Bank Guarantee means the bank guarantee that shall be provided by the Agent.

BSP means the IATA billing and settlement plan.

means any published and/or not-published information, text, document

provided by Qatar Airways on websites, mobile applications, advertising
platforms, social media platforms, CRS search and booking engines or
Carrier Content otherwise, and may include flight data, flight schedules, fares, tariffs, seat
availability, inventory availability, inventory availability, seat assignment,
service enhancements, flight information, frequent flyer program account
information, and Ancillary Services offered by Qatar Airways.

means an authorised distribution system where Carrier Content is made

Channel
available to the Agent, including a GDS/CRS.

Chargeback means a bank initiated refund for a payment card purchase.

means the applicable commission payable by Qatar Airways to the Agent as

Commission
determined by Qatar Airways, from time to time.

means Conditions of Carriage referred to in the passenger ticket and except

provided in Sub-Articles 2, 3, 4 and 5 of Article Two of the Qatar Airways
Conditions of Carriage of
Conditions of Carriage, these Conditions apply only on those flights or flight
Qatar Airways
segments where Qatar Airways or Flight Designator code (QR) is indicated in
the Carrier box of the Ticket for that flight or flight segment.

means any such technical information or financial information or business

activities information relating to Qatar Airways which is provided by Qatar
Confidential
Airways or its affiliates or which is transmitted orally and thereafter or which
Information of Qatar
is obtained by the Agent in connection with the performance of the
Airways
Agreement, whether or not such information is provided in writing or
designated as confidential.

means the commercial points used by Qatar Airways in support of its global
CTK Points
agency relationships.

means customers of Qatar Airways to whom the Agent sold Tickets through
Customers
the Agent’s access of the Carrier Content.
 means a credit or debit card, or other types of payment cards used by a
Customer Card
customer of Qatar Airways.

CRS means a computerised reservation system.

Data Sharing Agreement means a data sharing agreement in the form as set out in Schedule 4.

means the office location(s) of the Agent as designated by their IATA Number
Designated Office
and/or PCC.

has the meaning given to it in Clause 15.2 of the terms and conditions of these
Dispute
Qatar Airways Partner Agency Policies.

means a voluntary pay-as-you go e-wallet solution provided by IATA to remit

funds to airlines, from agencies, via BSP, a description of which can be found
Easypay at:
https://newgeniss.iata.org/wp content/uploads/2018/03/NewGen-ISS-
Travel-Agent-Readiness-Guide_v1.pdf

has the meaning given to it in Clause 2.12.1 of the terms and conditions of
Effective Date
these Qatar Airways Partner Agency Policies.

means electronic miscellaneous document, a non-flight document that may be

EMD issued and used for the collection and settlement of optional services offered
by an airline.

means all Qatar Airways staff, Qatar Airways subsidiaries staff, Doha Hamad
Employee Airport staff permanent or temporary, consultants, Third Party vendors, or any
other person to whom Qatar Airways Internet access has been provided.

means any end-user licence agreements or other terms and conditions

imposed by the QR Technology Provider in respect of the Agent’s access to
EULA
and use of the NDC Website Portal and/or NDC API, as amended by the QR
Technology Provider from time to time.

means a passenger segment that is booked, cancelled and re-booked four or

more times in a PNR or across different PNRs such that there is an exact
Excessive Churning match on country, GDS, Agency name, Agency, IATA/RC number, Agency PCC,
flight number, booking class, segment date, origin, destination and passenger
name.

FOP means Form of Payment, such as a credit card.

GDS means a global distribution system.

Governing Travel has the meaning given to it in Clause 1of the terms and conditions of these
Agency Agreements Qatar Airways Partner Agency Policies.

has the meaning given to it in Clause 1 of the terms and conditions of these
IATA
Qatar Airways Partner Agency Policies.
 means the numeric identifier code give to a travel agent operating on IATA
IATA Number
BSP.

has the meaning given to it in Clause 1.1 of the terms and conditions of these
IATA PSAA
Qatar Airways Partner Agency Policies.

has the meaning given to it in Clause 1.1 of the terms and conditions of these
IATA PSAR
Qatar Airways Partner Agency Policies.

IATA Resolution 812 means the resolution of IATA Number 812, relating to IATA PSAR.

IATA Resolution 818g means the resolution of IATA Number 818g, relating to IATA PSAR.

means the resolution of IATA Number 850m relating to the issuance and
IATA Resolution 850m processing of ADMs, promoting a consistent and standard set of rules for BSP
practices.

means the resolution of IATA Number 890 entitled ‘Industry Settlement

Systems’, with mandatory provisions for the sale of passenger air
IATA Resolution 890 transportation and Ancillary Services for which payment is made via a
Customer Card that is accepted by the Agent on behalf of Qatar Airways in the
particular country or jurisdiction concerned.

means the IATA-led Fraud Management initiative (as further detailed at

IFP https://www.iata.org/en/programs/airline-distribution/industry-fraud-
prevention-initiative/).

means a situation in which a flight does not operate as planned, on schedule,

Irregular Operations is cancelled, or has a change of equipment so that not all passengers can be
accommodated.

means 500:1 per month, or such other ratio separately agreed in writing by
Look To Book Ratio
Qatar Airways.

means an accountable IATA document, used to process the payment of travel

MCO arrangements, which is issued by airlines and predominantly for services other
than airfares.

means an agreement between Qatar Airways and the acquiring bank that sets
out the terms and conditions for the acquiring bank to process Qatar Airways
Merchant Agreement card transactions. This agreement may also include agreed pricing, how cards
will be accepted (a bank or acquirer-owned terminal) and which card types can
be accepted.

means is the person that is authorised to process, and is liable for processing,
Merchant of Record
consumer's credit card and debit transactions.
 means the minimum display standards which include flight date(s), flight
number(s), origin and destination, total itinerary duration, location of
Minimum Display stopover(s) if applicable, operating carrier, product attributes including seat
Standards pitch, meal service, aircraft type and permitted luggage allowance and ticket
rules including, but not limited to change fees, cancellation penalty and excess
baggage fees.

means the New Distribution Capability program, which is a travel industry

NDC supported program launched by IATA for the development and market
adoption of a new, XML-based data transmission standard.

means the application programming interface made available to the Agent to

NDC API
enable the Agent’s access to the Carrier Content.

means Qatar Airways’ NDC capability which may be made available to the
NDC Program Agent to access Carrier Content in accordance with these Qatar Airways
Partner Agency Policies, and as further set out in Schedule 2.

means an online portal made available to the Agent to enable the Agent’s
NDC Website Portal
access to the Carrier Content.

means all fares provided by Qatar Airways not generally made available to the
Non Published Fares public through its Channel, but accessible in the private section of the Agent’s
CRS.

means industry standard for ticketing and for the application of form of
payment fees, including credit card fees. "O" indicates fees "Off Ticket" fees,
OB Fees
which are not shown on the ticket. The OB Fee is reported as tax code OB by
IATA assignment.

means either Qatar Airways or the Agent; and when used in plural, “Parties”
Party
means both of them.

means ‘Pseudo City Code’, an identifier that distinguishes one travel agency
PCC from another and can also be referred to as a subscriber ID. Usually a three to
five character code depending on the GDS.

means the Payment Card Industry Data Security Standard mandated by card
brands and administered by the Payment Card Industry Security Standards
PCI DSS
Council, for the processing of credit card or debit card information.
[www.pcisecuritystandards.org].

PNR means Passenger Name Record.

means the air passenger transportation services of Qatar Airways and of other
Products and Services air carriers as authorised by Qatar Airways and the Ancillary Services of Qatar
Airways.

has the meaning given to it in Clause 8.1 of the terms and conditions of these
Promotional Activities
Qatar Airways Partner Agency Policies.
 means the date of publication as stated on page one of these Qatar Airways
Publication Date
Partner Agency Policies.

means Qatar Airways Group Q.C.S.C., a Qatari closed shareholding company

organised and existing under the applicable laws of the State of Qatar
Qatar Airways
(commercial register N° 16070) with its principal office of business at Qatar
Airways PO Box 22550, Doha, State of Qatar.

Qatar Airways ADM means the Qatar Airways ADM Policy in Appendix A to these Qatar Airways
Policy Partner Agency Policies.

means any personal information of or regarding Qatar Airways or any

Customers that is provided to or obtained by an Agent and/or an Agent
Personnel in connection with the Agreement or the performance of the
Agent’s and/or an Agent Personnel’s obligations under a contract, including
data:
(a) created, generated, collected, inputted or processed by the Agent and/or
an Agent Personnel in the performance of services or of its obligations under
a contract, or by any Customer or any user of Products and Services; and

Qatar Airways Data (b) that resides in or is accessed through software, or systems provided,
operated, supported, or used by the Agent and/or an Agent Personnel in
connection with the Agreement, as well as personal information, statistics or
reports derived from such data; and
“personal information” in this definition shall have the meaning defined under
applicable data protection laws to which Qatar Airways is subject, and
includes: (i) non-public personal data (such as national identification number,
passport number, social security number, driver’s license number) that
identifies a natural person; (ii) health or medical information; (iii) financial
information; (iv) sensitive personal data, and (v) geolocation information.

means Qatar Airways group of companies, including Qatar Airways, its holding
companies and any subsidiaries of its holding companies, and all other legal
Qatar Airways Group entities being current members of the Qatar Airways group including the
entities from time to time which own and operate Hamad International Airport
(HIA).

means any intellectual property rights, including service marks, trade marks,
Qatar Airways IPR
patents and copyrights used or owned by Qatar Airways Group.

Qatar Airways Partner means these instructions, terms and conditions and the schedules and
Agency Policies appendices to them.

QR Approved NDC
has the meaning given to it in Clause 9.1(a).
Channel

means the guidelines of Qatar Airways as set out in Schedule 5, as revised or

QR Branding Guidelines
replaced by Qatar Airways from time to time.
 means the technology service provider engaged by Qatar Airways for the
QR Technology Provider
provision of the QR Approved NDC Channel.

means the trade marks of Qatar Airways set out under the QR Branding
QR Trade Marks
Guidelines.

means any office of the Agent or of its affiliates, partners, franchisees and/or
Qualifying Agent Office sub-agents which has been authorised to carry out Ticketing on behalf of Qatar
Airways.

means the reservation booking designator, used to identify the booking class
RBD
of a booking/Ticket.

means REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF

THE COUNCIL of 27 April 2016 on the protection of natural persons with regard
Regulation to the processing of personal data and on the free movement of such data,
and repealing Directive 95/46/EC (General Data Protection Regulation), as it is
updated from time to time.

means any of IATA, a regulator in the aviation industry, a data protection

Regulator
regulator, a financial services regulator or any other regulatory authority.

has the meaning given to it in Clause 13.3 of the terms and conditions of these
Released Parties
Qatar Airways Partner Agency Policies.

means a period applicable to a report which the Agent shall submit to Qatar
Reporting Period
Airways, as set out by the governing body of the relevant remittance platform.

means the services to be provided by the Agent as described in this

Services Agreement.

means all taxes, including without limitation, sales, use, ad valorem, excise,
turnover or income taxes, services or value added taxes as well as duties,
Taxes
imposts, and tariffs that may be assessed or levied by any competent tax
authority or any other government agency or department.

means a party other than Qatar Airways and the Agent. “Third Parties” shall
Third Party
have the corresponding meaning.

means such documents either in paper or electronic form, supplied by Qatar

Airways which may be accepted for travel/carriage on the services of Qatar
Ticket Airways or other carriers with whom Qatar Airways has an interline
agreement, and “Ticketing” shall mean the activity to create the Ticket. For
clarity, MCOs, EBTs, or EMDs are not deemed to be Tickets.

means the price of the Ticket including base fare, Taxes, mandatory fees and
Total Price
surcharges.
 means documents that indicate the types of services provided, and the
Traffic Document
relevant carrier which provides the services, including the Ticket.

TST means total of the pricing record in a PNR.