Customer Contacts - More Information

Making it Easier to Communicate with You

Recently, we have made some changes to make it easier for you to provide ARC with specific contact information for your agency, which will allow for more effective communication. This enhanced contact information will ensure our partners are able to effectively manage their business relationships with you to get the right people the right information.

To collect this enhanced contact information for your agency the types of contact roles have been expanded beyond the existing owner and officer roles to now include the following contact options:

  • Manager contact
  • Operational Contact
  • Debit Memo Contact
  • Chargeback Contact
  • Industry Communications contact

It is important to complete the contact information for each role that best meets your business needs—whether it is a single person that is the contact for all roles or multiple people in one role or different people for each role.

To complete the enhanced contact roles, those of you that have access to the Accreditation Web Portal (AWP) as a Home Office, a Corporate Travel Department or an Independent Office, when signing into My ARC you will receive a screen requesting this enhanced contact information. In the case where you enter multiple contacts for a role, you will need to designate a primary contact for that role. While all listed contacts will be available, the primary designated contact is needed for some legacy airline tools that will only show the primary.

All of these enhanced roles are necessary with the exception of the Industry Communications contact, which is optional. Once a contact has been entered for each required role, the reminder screen will no longer appear and you will have the option to update this information at any time via the Accreditation Web Portal (AWP) moving forward.

We thank you for taking the time to update this valuable contact information. ARC and our participating airlines look forward to servicing your agency better by more effectively reaching the correct contact within your agency to share important updates.

If we can help in anyway, please reach out to our Customer Care Center at ccchelp@arccorp.com or 855-816-8003.

For your convenience we have provided a definition for each of the contact roles below as well as examples of how each person filling the role may be contacted.

  • Owner – An Owner may receive communication from ARC and airlines related to the agency’s contractual relations with them as well as information about ARC and airline products and services.
    • An agency Owner may receive the same communication as an Officer or Manager if those roles are not filled.
  • Officer – An Officer may receive communication from ARC and airlines related to the agency’s contractual relations with them as well as information about ARC and airline products and services.
    • An agency Officer may receive the same communication as a Manager if those roles are not filled.
  • Manager – A Manager is a full-time employee of the agent, responsible for the agency operations who will receive communication related to the agent’s contractual relationship with ARC and the airlines. The Manager will also receive information from ARC related to their products and services.
    • Examples of notices sent to this contact are updates to the Agent Reporting Agreement, advisements of agency fees, communications regarding agency financial instruments or notices of return drafts. In addition, the Manager may receive communication regarding products or services that the agent may utilize.
  • Chargeback Contact – This contact will receive communication from ARC and airline representatives related to the research and management of credit card chargebacks.
    • This role will be contacted prior to the issuance of a chargeback when the airline or ARC is the merchant of record in order to provide the card issuer evidence of authorization.
  • Debit Memo Contact – This contact will receive communications from ARC and airlines related to ARC Memo Manager as well as the research and management of debit/credit memos from ARC and airline representatives.
    • The contacts filling this role will receive communications from airlines and ARC in regard to agency debit/credit memos that may occur outside of the ARC Memo Manager tool.
  • Operational Contact – This contact will receive information that affects the agent’s operations with ARC and the airlines. In addition, this contact receives communications related to ARC’s products and services.
    • The Operational Contact is intended to be utilized as a direct communication channel from ARC to the individual(s) in an agency that directly interface with the settlement systems in regards to system outages and maintenance that could impact an agent’s ability to utilize ARC tools and resources.
  • My ARC Primary Administrator – The Primary Administrator will receive communication related to administration of My ARC and your agency’s My ARC users as well as additional items.
  • Industry Communications – This contact will receive information from industry partners such as airlines, destination marketing organizations (DMOs), hotels and rental car companies, as well as those offering incentives, discounts and other marketing information to travel companies.
    • Examples of communications that will be sent to this contact includes information on FAM trips, increased incentives to new properties and travel industry exclusive discounts in addition to other travel industry incentives.