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General Questions

ABOUT TIESS

What is TIESS?
How do I know if TIESS is good for my business?
What are TIESS benefits and key features?
Who is or can be a TIESS Supplier?
Who is or can be a TIESS Partner?
Who pays for the TIESS services?
What is this TIESS Code?

REGISTERING TO TIESS

How can I participate in TIESS as a Supplier?
I am a Suppliers Business Partner, why do I need to register to TIESS?
Being a Supplier's Business Partner, when should I register to TIESS?
As a Business Partner, how do I register and what information is required from me in the registration process?
What type of training is needed for a Suppliers Business Partner to use TIESS?
My Agency has several branch offices. Is it possible for me to see all reports and transactions issued by all my branch offices?
Can a group of Travel Agencies be activated simultaneously to expedite the launch of TIESS within the Supplier Point of Salesnetwork?

USERS AND PASSWORDS

When and how do I receive my user login and password?
I have completed my registration but have not received my User Login and Password to my e-mail. What should I do?
I can't remember my password. How can I retrieve it?
The person who used to connect to TIESS no longer works for my Travel/Cargo Agency and nobody else knows the password. How can I solve this situation?
How many users can my Travel / Cargo Agency have?
Everytime I connect to TIESS, I have to accept the Terms and Conditions. Why?

LINK REQUEST TO TIESS SUPPLIERS

What does Linking to a Supplier mean?
What should I do if a Supplier does not approve my link request?
What if I don't want to keep my link active with one Supplier?
How do I know if a Supplier has accepted my link request or not?
My Agency works with several Travel and Tourism Industry Providers but I don't see them listed as Suppliers on TIESS.

REPORTS AND STATEMENTS

Where can I download reports in TIESS system?
For accounting purposes, I require reports from previous months. How do I do that in TIESS website?
How much data can a TIESS report contain?
I cannot download the reports in TIESS website. What should I do?
I cannot print reports properly from TIESS website. What should I do?
I keep getting an error message when I click on "Download Statements" from the TIESS website. What should I do?
Is it possible for me to see all the reports and transactions for all our branch locations in TIESS website?
The TIESS amount received in my bank account from TIESS is not the same amount as shown in the statements, what should I do?
There is no settlement on the TIESS report for ticket number #, statement # or PNR#

MISCELLANEOUS

How do I modify my TIESS profile?
How to add the contact names / new users in TIESS?
The location of our Agency has moved, how to update the address in TIESS?
I get a message that TIESS website is not available.
I have not received any email notification from TIESS, how can I login?
I keep getting a message that TIESS website is not available. What should I do?
I was logged onto the TIESS system, my session expired. I was not allowed to continue. What has happened?
Why does my agency status show as Not Qualified in TIESS website?
How and where do I change/update my bank information in TIESS?
Which currency bank account do I enter in TIESS?
My Country works with more than one currency. In what currency do I pay TIESS?
How do I identify the amount to pay or to receive from TIESS?
How do I pay or receive funds?

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ABOUT TIESS

What is TIESS?

TIESS stands for Travel Industry Exchange Settlement Solution and it is a fully customizable, web-based e-billing and e-settlement solution that facilitates the billing and settlement between Travel Industry
Suppliers, such as airlines, hotels, trains, car rentals, tour operators, cruise companies, and freight forwarders, and their business partners, such as travel agencies.

How do I know if TIESS is good for my business?

If the processes of your account receivables and payables are not automated, then TIESS is your solution to automate your billing and collect and pay invoices for you. TIESS will help your company becoming more efficient while improving your cash flow and can help you manage your pre-payments. Also, TIESS will deal with your international settlement needs.

What are TIESS benefits and key features?

You can find all TIESS Benefits and Key Features listed on TIESS homepage at www.iata.org/tiess

Who is or can be a TIESS Supplier?

Any Travel and Tourism Industry Provider can be a TIESS Supplier. Hotels, Car Rentals, Cruise Lines, Tour Operators, GDS, Rail Operators, Bus Companies, among others, that distribute their products to final Customers through Travel or Cargo Agencies, and other Point of Sales, can be a TIESS Supplier. The main characteristics of a TIESS Supplier are:

The ownership of the issued/booked transactions, and
The ability of transferring those transactions to TIESS.

In TIESS, they are known as
Suppliers

Who is or can be a TIESS Partner?

Usually this term refers to a Travel or Cargo Agency (or any other POS = Point of Sale). IATA has decided to use the term TIESS Business Partners because it is up to each Industry Supplier to decide who they want to do business with. TIESS has no restrictions on the point of sales selected by each Supplier. As long as each Business Partner can be identified by a unique code, TIESS will be able to process their transactions and generate Invoices, Reports and Queries. Non-IATA Accredited Travel or Cargo Agencies can also be TIESS Business Partner, but working with them is and will always be under each Suppliers discretion. In summary, in TIESS a Business Partner can be any company that an Industry Supplier needs to pay to or collect money from.

Who pays for the TIESS services?

The
Supplier pays for the transaction processing cost. There are no TIESS processing costs for Partners doing business with the Supplier.

What is a TIESS Code?

First of all, the TIESS Code is not an IATA Code. Most of the Travel and Tourism
Suppliers use the IATA Code as the official and standard Travel or Cargo Agency ID. As TIESS can also operate with non-accredited Agencies, there is always the possibility of different Suppliers assigning their own and different identification codes for the same Agency. The TIESS Code was created to "consolidate" all transactions in TIESS system, issued by different Industry Suppliers with different Agency ID Codes, in the same TIESS Partner area. The TIESS Code is what allows a non-accredited Agency to see all its transactions in TIESS system by using just one User / Password.

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REGISTERING TO TIESS

How can I participate in TIESS as a Supplier?

Tell your IATA representative you want to participate and we will contact you, or send an e-mail to: tiess@iata.org. TIESS Implementation and Operation team will create your profile and your users during the setup phase and according to the information received from you in the Business Requirements Specifications document..

I am a Supplier's Business Partner, why do I need to register to TIESS?

Registering to TIESS is the first step to allow the system to process the transactions issued with the Supplier and to pay your commissions and/or collect the monies owed by your company. At the registration, your company profile is created with your contact information and you can request a link with one or more Suppliers. If your registration was successful, and a Supplier you requested a link with approved it, TIESS would send to your e-mail address your User and a Temporary Password so that you can access TIESS and retrieve your Invoices.

Being a Suppliers Business Partner, when should I register to TIESS?

Usually, when a Suppliers selects TIESS as the tool to manage their Commission Payments and Settlements and becomes a TIESS Supplier, they will communicate this to the Market and request all its Business Partners to register in TIESS. If you are already registered and you have a TIESS User, you don't need to do it again, just request a link with the Supplier. As soon as the link is approved, your transactions/bookings can be processed and settled through TIESS.

As a Business Partners, how do I register and what information is required from me in the registration process?

Go to www.iata.org/tiess and look for the text If you are a new partner, click here to create a new userto start the registration as a new partner user. The registration process has two phases:

During the first phase, you will be requested to input your basic identification, including Company Name, Contact information, Country, IATA/TIDs Code (if applicable), and also choose with which TIESS Suppliers you want to be linked.
Once one of the TIESS Suppliers approves the link request and you receive your TIESS Code and Temporary Password by e-mail, you can start the second phase which is to modify your password and complete your profile. In countries where the banking rules accept Direct Debits and Credits, you will be requested to inform your Bank Account details. This is very important to guarantee that you will receive your commissions timely. TIESS will not accept your profile creation if you don't inform your bank account details. Your status will show as "Not Qualified" and TIESS will reject or keep in stand-by any transaction received from the Suppliers with your code on it. The payments will be released only when your profile is completed with a valid bank account number and TIESS is able to confirm its correctness.

What type of training is needed for a Suppliers Business Partners to use TIESS?

TIESS provides a self-intuitive user interface requiring no special training.

My Agency has several branch offices. Is it possible for me to see all reports and transactions issued by all my branch offices?

All your branch offices and your Head Office need to register to TIESS. The system will assign one TIESS Code for each of your offices. It's important during the registering process that you inform the code of your Head Office in all your Branch Offices' profiles. This will ensure that the Head Office will have access to all reports involving their offices.

Can a group of Travel Agencies be activated simultaneously to expedite the launch of TIESS within the Supplier Point of Salesnetwork?

Yes. The
Supplier can provide TIESS with a database containing the information related to its POS or Travel Agencies, and TIESS can upload and activate the POS network.

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USERS AND PASSWORDS

When and how do I receive my user login and password?

Your User login and Temporary Password is sent by e-mail to the e-mail address provided by you during the registration phase. It is very important to keep that e-mail up-to-date as it will be used by the system to send you notifications, and to retrieve your password in case you lose or forget it. What triggers the e-mail message with your User and Password to be sent to you is the first link approval by the Supplier.

I have completed my registration but have not received my User Login and Password to my e-mail. What should I do?

The main reasons why your User and Temporary password has not been received yet are:

TIESS e-mail has been considered a SPAM or Junk E-mail. Please check your spam/junk e-mail folders to see if its not there, and mark our e-mail address as valid to avoid this from happening again;
Your e-mail address informed during your registration is incorrect or not updated. You must keep your e-mail updated to retrieve your user and password;
The
Supplier has not yet approved your linking request. If you have just registered on TIESS, at least one of the Suppliers working with TIESS to approve your linking request. If its taking time, please contact directly the Suppliers and tell them that you are waiting for their approval to receive your User and Temporary Password to log on TIESS Portal.

If you cannot identify the reason why you are not receiving your User and Temporary Password, our suggestion is to contact TIESS Support informing your IATA/TIDs/TIESS Code and we will further assist you. Instructions on how to contact TIESS Support are listed under Contacts on TIESS Home page at www.iata.org/tiess.

I can't remember my password. How can I retrieve it?

On TIESS Home Page, on the left upper side, you can find a link to request your password. You just need to inform your IATA/TIDs/TIESS Code and your password will be reset and a new Temporary Password will be sent to you by e-mail (to the same e-mail you've entered to your TIESS Profile). If you don't receive any message contact TIESS Support. Instructions on how to contact TIESS Support are listed under Contacts on TIESS Home page at www.iata.org/tiess.

The person who used to connect to TIESS no longer works for my Travel/Cargo Agency and nobody else knows the password. How can I solve this situation?

Each Agency is responsible for their TIESS User Login and Password. When the employee or person who used to access TIESS leaves your company, or even before that happens, be sure that you change the password used for the access. If you missed doing so and you don't have your password you can request assistance from TIESS Support. We'll request some information to ensure you work for the Agency you're mentioning and help you with the password reset. Important: IATA does not have access to your password. Passwords are encrypted and saved securely in TIESS database and cannot be read from any IATA employee. If you need assistance TIESS Support will have to reset the password and give you a temporary password that you will need to change upon your first/next connection. Instructions on how to contact TIESS Support are listed under Contacts on TIESS Home page at www.iata.org/tiess.

How many users can my Travel / Cargo Agency have?

One. We are currently evaluating the possibility of giving the Business
Partners the option to create their own sub-users. As soon as this feature is available we will inform you.

Everytime I connect to TIESS, I have to accept the Terms and Conditions. Why?

TIESS operation and the settlement process between
Suppliers and their Business Partners requires acceptance to certain rules and procedures. We need to be sure that this acceptance is still valid. Every time you click Acceptyour information (ID, Time, Date and IP Address) is recorded.

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LINK REQUEST TO A SUPPLIER

What does Linking to a Supplier mean?

Linking to a
Supplier means that a specific TIESS Supplier (Supplier) acknowledges a Point of Sale as their Business Partner and that TIESS should expect receiving transactions issued by that Point of Sale for processing. The linking process is also needed for TIESS to receive the code used by the Business Partner when booking/selling products from this Provider.

What should I do if a Supplier does not approve my link request?

IATA does not get involved in commercial agreements or issues between Travel / Cargo Agencies and Travel Industry
Suppliers in regards of TIESS. The Supplier should approve the link requested by an Agency. If they decide not to do it our recommendation is to call the provider and discuss it with them. Again, IATA will not be involved in these discussions.

What if I don't want to keep my link active with one Supplier?

The link's main objective is to alert TIESS that there will probably be transactions booked/sold by your Agency with that
Suppliers. If you don't sell or book, nothing will happen. Eventual adjustments or pending charges or commissions can be submitted by the Supplier even after you stopped selling their products. Again, IATA will not interfere or get involved in any discussions involving documents, transactions and amounts processed.

How do I know if a Suppliers has accepted my link request or not?

TIESS will always communicate link requests, approvals and rejections through e-mail messages. If you're not receiving them, please check the e-mail used during your registration process and, if you still can't solve the problem, log an inquiry with TIESS Support and we'll be glad to help you. Instructions on how to contact TIESS Support are listed under Contacts on TIESS Home page at www.iata.org/tiess.

My Agency works with several Travel and Tourism Industry Providers but I don't see them listed as Suppliers on TIESS.

The Suppliers you see are the ones processing their data with TIESS and their process require access to the TIESS Portal. If you're pleased with the service provided by our solution and think that other Travel Industry Suppliers could use it, let them know about TIESS and ask them to contact our TIESS Sales and Operations Team at tiess@iata.org. Any Travel and Tourism Industry Provider is a potential TIESS Supplier.

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REPORTS AND STATEMENTS

Where can I download reports in TIESS system?

The reports are available under the following two menus: Basic Queries menu (Excel format) -> Download / Statements menu (PDF format)

For accounting purposes, I require reports from previous months. How do I do that in TIESS website?

The reports are available in your TIESS website for 18 months. You can download them under Basic Queries/Download statements. Query results export to xls or csv.

How much data can a TIESS report contain?

Under the tab "Basic Queries", only reports containing less than 10,000 transactions and/or less than 35 days will be displayed. Any transactions over 10,000 or over 35 days, will be generated in the "Query results" tab.

I cannot download the reports in TIESS website. What should I do?

In the
Suppliers field, select the Suppliers from the dropdown menu, proceed to the Statement calendar from / to then select dates from both calendars and click on ENTER. The report(s) will display. At the end of the line item, click on the green arrow to view the details.

I cannot print reports properly from TIESS website. What should I do?

By default, the reports are in size A4. You can change the paper size in your printer settings prior to printing.

I keep getting an error message when I click on "Download Statements" from the TIESS website. What should I do?

If you are using Internet Explorer we recommend you try other browsers such as Google Chrome or Firefox to access www.iata.org/tiess where you can download the reports. If you still encounter problems, please contact us from our Customer Portal www.iata.org/cs with details of the problem and screenshot.

Is it possible for me to see all the reports and transactions for all our branch locations in TIESS website?

All your branch offices and your Head Office need to register to TIESS. The system will assign one TIESS Code for each of your offices. It's important during the registering process that you inform the code of your Head Office in all your Branch Offices' profiles. This will ensure that the Head Office will have access to all reports involving their branch office locations.

The TIESS amount received in my bank account from TIESS is not the same amount as shown in the statements, what should I do?

If you detect a discrepancy between the statement and the actual funds received, please contact us using our Customer Portal at www.iata.org/cs. Kindly identify the amounts and remittance date so we can investigate further.

There is no settlement on the TIESS report for ticket number #, statement # or PNR#

If you believe a settlement amount is missing, you will need to contact the vendor (Supplier) directly for additional information.

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MISCELLANEOUS

How do I modify my TIESS profile?

You can access your agency profile on the TIESS system to modify information. Select
Partners /General Information and select Confirm button.

How to add the contact names / new users in TIESS?

To add additional users: 1) Login to www.iata.org/tiess 2) Select
Partners 3) Select General information 4) Select Contact tab

The location of our Agency has moved, how to update the address in TIESS?

You can access your agency profile on the TIESS system and select
Partners/General Information tab, update your address and select Confirm button. If you are an IATA Accredited agent, you must also formally notify IATA of the new address via our Customer Portal www.iata.org/cs and click on "Contact Us"

I get a message that TIESS website is not available.

Please try again as it may be a temporary connection issue. If you continue encountering problems, please contact us via our Customer Portal at www.iata.org/cs.

I have not received any email notification from TIESS, how can I login?

Make sure that the User Login and Password e-mail from TIESS, which is sent by " TIESS_DoNotReply@iata.org.br " has not been considered as SPAM or Junk Mail due to anti-spam configurations on your e-mail account. If not received send an enquiry to IATA Customer Portal at www.iata.org/cs.

I keep getting a message that TIESS website is not available. What should I do?

Please try again later as it can be a temporary connection issue. You can try other browsers such as Google Chrome or Firefox to access enter www.iata.org/tiess. If you still encounter problems send an enquiry at www.iata.org/cs with details of the problem and screenshot.

I was logged onto the TIESS system, my session expired. I was not allowed to continue. What has happened?

For security reasons, if your computer remains inactive or idle for more than 50 minutes, your session will expire. You will need to login again.

Why does my agency status show as Not Qualified in TIESS website?

Your agency status will show "Not Qualified" in TIESS website when the registration is incomplete, that means the required bank information is missing or the link has not been approved by the
Supplier: 1. In order to enter your banking details, please go to Partners -> General Information -> BANK DATA tab 2. in order to have the link approved, you would need to contact the Supplier and advise them that you have requested a link approval.

How and where do I change/update my bank information in TIESS?

You can access your agency profile and change the bank account information yourself under
Partners -> General Information -> BANK DATA tab

Which currency bank account do I enter in TIESS?

All bank accounts entered in TIESS are required to be Local Currency bank accounts (according to the country of your profile).

My Country works with more than one currency. In what currency do I pay TIESS?

TIESS will generate one statement per currency. Payment needs to be done per statement.

How do I identify the amount to pay or to receive from TIESS?

The TIESS amount is identified in the total of column clearing amount.
If Negative amount is displayed: Agent needs to pay funds.
If Positive amount is displayed: Agent to receive funds.

How do I pay or receive funds?

If there is a Direct Debit scheme in local country, it will be direct payment. According to TIESS and
Supplier agreement, if there is no Direct Debit scheme in the local country it will be a bank transfer.
Please log in an inquiry for more country-specific details

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