In the ATSS, the claims shall be handled via "My Account".

Airlines create ADMs based on published carrier's ADM policy, and in the absence thereof, based on a Standard ADM policy.

Providers create ADMs in case of discrepancies in sales results on ATSS electronic documents provided by TCH and provider's sales data.

ADMs/ACMs matching global standard administrative ADM/ACM forms are used.

As related to claims handling, "My Account" allows to:

  • Publish and maintain ADM policies;
  • Enter the claim or upload the claim from the software of carrier or agency;
  • Register the received claims;
  • Automatically circulate the airlines'/providers' claims among agencies;
  • Hold correspondence and attach files;
  • Control over deadlines (day counter) for pending claims issued by carriers/providers;
  • Review the status of any claim issued or received by ATSS member/partner;
  • Receive statistics for claims.

The Agency and TCH may create a request for adjustment when errors are found in issued traffic documents or in the operation of automated systems of TCH, CRS or provider's system. When carrier's ADM policy forbids accredited agencies to issue request for adjustment of errors found in issued traffic documents, the Agency may  use "My Account" to send the message to the carrier requesting to issue an ADM.

ADMs/ACMs can be issued in RF RUB, US dollars or Euro:

  • Claim specific to a traffic document should be issued in the currency used in the report for this traffic document;
  • Claim not specific to a traffic document should be issued in Rubles.

Authorised claims will be automatically incorporated into reports for agents, airlines and providers and taken into account when settling.

The procedure, timelines for handling and settlement related to authorised claims among ATSS participants/partners are stipulated by the "Claim Handling Regulation".

The below set of documents is essential for claims handling with ADMs/ACMs:

  • Claim Handling Regulation. 
  • SSS 164 - 2​015 ADM/ACM Submission Form in ATSS via "My Account".