Missing Commission Policy
1. Overview & Policy Intent
This Missing Commission Policy outlines the procedures and responsibilities for identifying, reporting, and resolving unpaid or delayed supplier commissions. Cruise Geeks Travel Group ("Agency") acts as an intermediary to collect and disburse commission payouts from travel suppliers (e.g., cruise lines, tour operators, hotel consolidators) to Independent Travel Advisors ("ITAs").
While the Agency actively monitors incoming payments, the ITA is primary responsible for auditing their individual booking logs to ensure all expected commissions are accounted for and claimed in a timely manner.
2. Standard Payout Timelines & Eligibility
To qualify as a "Missing Commission," a booking must meet all of the following conditions:
Completion of Travel: Travel for the booking must be fully completed. Commissions are generally paid by suppliers 30 to 60 days following the travel end date (or departure date, depending on supplier terms).
Accurate Booking Log: The booking must have been properly logged in the Agency CRM/Portal prior to departure, with all required booking details (Confirmation #, Supplier Name, Total Sale Amount, Travel Dates, and Client Name).
Clear Account Status: The ITA’s account must be active, compliant, and in good standing (including all required Identity Verification [IDV] requirements met).
Note: Bookings requested prior to travel completion or within standard post-travel payment windows (under 30 days post-travel) will not be processed as missing commission inquiries.
3. Missing Commission Reporting Protocol
When an ITA identifies an unpaid commission that meets the eligibility criteria above, the following workflow must be followed:
Step 1: Preliminary Self-Audit
Before submitting a missing commission ticket, the ITA must verify:
1. Travel completion date has passed by at least 30 calendar days.
2. The supplier hasn't issued a commission recall, client cancellation, or direct-to-client refund.
3. The booking confirmation number and client names in the portal match the supplier invoice exactly.
Step 2: Formal Inquiry Submission
ITAs must submit a Missing Commission Request through the designated Agency Portal / Support Channel. Each request must include:
-Agency Booking ID & Supplier Confirmation Number
-Supplier/Vendor Name
-Lead Passenger Name(s)
-Final Travel End Date
-Supporting Documentation (Copy of Supplier Final Invoice / Confirmation showing gross price and expected commission rate)
4. Inquiry Deadlines & Time-Barred Claims
Suppliers maintain strict time limits for researching commission disputes. Consequently, Agency enforces the following reporting deadlines:
120-Day Limit: All missing commission inquiries must be submitted to Agency within 120 days of the travel completion date.
Forfeiture / Time-Barred Claims: Agency cannot guarantee or enforce payout retrieval for inquiries submitted past the 120-day window. If a supplier denies a commission claim due to an ITA's untimeliness, Agency shall have no liability or financial obligation to pay out uncollected commissions.
5. Agency Processing & Supplier Follow-Up
Once a valid Missing Commission Request is received:
1. Initial Review (2–3 Business Days): Agency Finance will review internal banking logs, unidentified bulk payments, and supplier reconciliation reports to check if the payment was received under an alternate ID or missing booking reference.
2. Supplier Escalation: If uncollected, Agency will submit a formal commission claim directly to the supplier's finance or host relations division.
3. Status Updates: Agency will maintain status logging in the portal (e.g., Submitted to Supplier, In Review, Denied by Supplier, Resolved).
6. Unidentified & Unclaimed Commission Discrepancies
Occasions arise where suppliers issue bulk commission payments without proper booking references or agent identifiers.
Unclaimed Funds Pool: Unidentified payments are placed into the Agency’s Unclaimed Commission holding ledger for up to 90 days.
Matching Process: When an ITA submits a valid Missing Commission Request that matches an entry in the holding ledger, the payment will be assigned to the ITA and disbursed in the next regular payout cycle.
Unclaimed Settlement: Unidentified funds that remain unclaimed after 180 days post-receipt, where reasonable efforts to locate the booking fail, will be absorbed into Agency administrative operational accounts to cover research overhead.
7. Supplier Insolvency & Non-Payment Hold Harmless
Agency makes every commercially reasonable effort to collect commissions owed by travel vendors. However:
Agency Liability Limit: Agency is a disbursing host agent and is not an insurer or guarantor of supplier payouts. Agency is only obligated to disburse commissions that are actually received and cleared from the respective supplier.
Supplier Default/Bankruptcies: In the event a supplier defaults, files bankruptcy, refuses payment due to terms breach, or fraudulently withholds commission, Agency is not liable for compensating the ITA out of general agency funds.
8. Disbursement Schedule for Recovered Funds
Once a missing commission is successfully recovered from a supplier and clears the bank:
The recovered payout will be processed during the next scheduled regular commission disbursement cycle.
No expedited or off-cycle manual checks will be issued for recovered funds unless the payment delay was caused by a verifiable administrative error on the part of Agency Finance.