REFUNDS MANUAL

Jul 07

Refunds Manual

The World’s Leading provider of informed travel choice

REFUNDS MANUAL

Jul 07

Copyright© July 2007 Worldspan Training and Development London

Worldspan® is owned by

Travel Transaction Processing Corp.

REFUNDS MANUAL CONTENT

Jul 07 1. 1

1. REFUNDS

Electronic Ticket Record 1.2 Check fare rules 1.3

Automated Electronic Ticket Refunds 1.3

Examples of Electronic Ticket Refunds 1.7 Electronic Ticket Refund Reverse via Daily Documentation Log 1.27 Electronic Ticket Refund Reverse via Coupon Status Display 1.28

Automated Paper Ticket Refunds 1.29

Examples of Paper Ticket Refunds 1.31 Reprint Refund Notices for Paper and Electronic Refunds 1.41 Print Refund Reports for Paper and Electronic Refunds 1.41 Paper Ticket Refunds – Auto Fill templates 1.42 Paper Ticket Refund Reverse 1.47

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Jul 07 1. 1

ELECTRONIC TICKET RECORD (ETR) HELP ETR INFO ETR

Electronic Ticket Records (ETR) are stored in a separate database from the PNR. This means the ETR can be used to retrieve the Coupon Status with or without a displayed PNR. The Electronic Ticket Record is retrieved from the validating carriers Electronic Ticket database to process the Electronic Ticket, post ticketing options, ie Refund etc. There are three methods to retrieve the Electronic Ticket Record:

1. From a displayed PNR using the Electronic Ticket Acknowledgement (ETA) item Number. *ETA ETR1

2. The Electronic Ticket Record (ETR) template (with or without a displayed PNR). ETR

3. Using the Electronic Ticket Number (with or without a displayed PNR).

ETR1251234567890

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Jul 07 1. 2

CHECK FARE RULES

Worldspan does not validate fare rules when a refund is processed. It is the agent’s responsibility to check the fares rules prior to processing a refund. There are several useful methods to check fare rules prior to processing a refund.

FARE RULES FOR CURRENT FARES HELP RULES

DESCRIPTION ENTRY Mini rule from line 3 of a fares display 4F.R3

- Penalties only 4F.R1#PEN Mini rule assumes today’s date/ fare basis/ 4FLONPAR*NEUNBA-BA airline code

- Penalty only 4FLONPAR*NEUNBA-BA#PEN - Multiple rule categories (max 5) 4FLONPAR*NEUNBA-BA#PEN/ADV

FARE RULES FROM A PRICED ITINERARY HELP FARE RULES

Fare rules can also be accessed from a priced itinerary. One of the following pricing entries must be made to obtain the applicable fare before the pricing rule entries (4PR) will work. DESCRIPTION ENTRY Priced as booked 4P Lowest available fare 4PLF@ Lowest potential fare 4PLFQ@

Once the applicable fare is displayed on the screen any one of the following entries will access the fare rules.

DESCRIPTION ENTRY Display full rules for fare component 1 in a PNR 4PR-1 - Specify PTC (PNR contains multiple PTC’s) 4PRPCNN-1 Display specific rule category for fare 4PR-1@PEN component 1 in a PNR - Specify PTC (PNR contains multiple PTC’s) 4PRPCNN-1@PEN - Multiple rule categories (max 5) 4PRPADT-1@PEN/ADV

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Jul 07 1. 3

HISTORICAL FARES DISPLAY INFO 4FHIST

If the fare is no longer in the Worldspan fares display, agents can access an historical fares display. ATPCO automated past date fares and rules can be accessed for up to thirteen months from the current day. This is only applicable to ATPCO carriers. DESCRIPTION ENTRY Display historical fares display 4LONWAS15JUN0701JUL07-UA (15JUN02 = ticket date / 01JUL02 = travel date) - With a fare basis code 4FLONWAS15JUN0701JUL07-UA*B14L77N Special Note 1. To display an historical fares display in Worldspan, the following items are mandatory: Routing, travel date, year, ticketing date and airline code.

REFUNDS MANUAL

Jul 07 1. 4

AUTOMATED ELECTRONIC REFUND HELP REFBSP INFO REFXX INFO REFXXETKT

XX=country code

The tab option in the Coupon Status Display indicates that the carrier participates in the ability to process Electronic Refunds.

Example: COUPON STATUS DISPLAY TICKET 1259010217521 JONES/AMR 4IEGGL/1P/IKM 9966816

CPN FROM/TO FLT DATE FBC STATUS

1 LHRCDG BA302 12JUN03 CFLBA OPEN FOR USE

2 CDGLHR BA305 18JUN03 CFLBA OPEN FOR USE

>ETR VIEW TICKET DATA ( )

>ETR DISPLAY HISTORY ( )

>ETR VOID ELECTRONIC TICKET ( )

>ELECTRONIC REFUND AUTHORIZATION REQUEST ( )

>ETR REVALIDATION ( )

Type X or R here and <enter>

Response: REFUND TEMPLATE ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 29NOV02

TICKET 1259010217521 JONES/AMR 4IEGGL/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 436.00 FARE:( ) AMT:( )

FARE USED ( )

TAX: GB 10.00 TAX:( ) *COMMISSION EARNED*

TAX: UB 8.40 TAX:( ) AMT:

TAX: XT 14.40 TAX:( ) *COMMISSION RECALLED*

TTL: GBP 468.80 TTL:( ) AMT: 10.00

RN(2) ADDL DATA (X)

ACTION ( ) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

ADDL DATA Place an /X/ in the parentheses to update information in the additional template field

RN The number of refund notice documents to print. The default is 2

COMMISION RECALLED

Value of recalled commission (AMT for specific amount PCT for a percentage value)

FARE USED Fare amount for the used coupons excluding taxes

PENALTY FOR REFUND Penalty amount

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Jul 07 1. 5

OR

Example: ERROR MESSAGE

NEED REA PRINTER

This response is generated when there is no CRT/Printer Association for Refund Exchange Authorisation in the document distribution template. Contact your local Help Desk for assistance. The CRT performing the Refund must be associated to the REA option in the Air Table. i.e. 4G#ME. Special Note 1. For some BSP location’s, tickets cannot be refunded on the same day of issue,

they must be voided.

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Jul 07 1. 6

EXAMPLES OF ELECTRONIC TICKET REFUNDS

Electronic Ticket refunds can be processed for Published, IT/BT and Net remit Fares and can be either Full Refund or Partial Refund transactions. Examples for the following types of refunds are shown in this manual: Published / IT / BT fares Type of refund 1. Full refund on unused ticket No penalty for refund 2. Full refund on unused ticket Penalty for refund 3. Partial refund on unused non-refundable ticket Taxes are refundable 4. Partial refund on used ticket No penalty for refund 5. Partial refund on used ticket Penalty for refund 6. Partial refund on used ticket No penalty for refund with XT/XF taxes 7. Partial refund on used ticket with split FOP No penalty for refund with XT/XF taxes Net remit fares Type of refund 1. Full refund on unused ticket No penalty for refund 2. Full refund on unused ticket Penalty for refund 3. Partial refund on unused non-refundable ticket Taxes are refundable 4. Partial refund on used ticket No penalty for refund 5. Partial refund on used ticket With penalty for refund

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Jul 07 1. 7

ELECTRONIC REFUND INFO REFXX INFO REFXXETKT XX=country code

No calculations are necessary when requesting a full refund, simply type F and enter on the action line, complete the additional data template and the process is complete. PUBLISHED / IT / BT FARE EXAMPLES 1 – 7

Example 1: FULL REFUND / UNUSED TICKET / NO PENALTY FOR REFUND ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 29NOV02

TICKET 1259010217521 JONES/AMR 4IEGGL/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 436.00 FARE:( ) AMT:( )

FARE USED ( )

TAX: GB 10.00 TAX:( ) *COMMISSION EARNED*

TAX: UB 8.40 TAX:( ) AMT:

TAX: XT 14.40 TAX:( ) *COMMISSION RECALLED*

TTL: GBP 468.80 TTL:( ) AMT: 10.00

RN(2) ADDL DATA (X)

ACTION (F) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Type F and <enter> Update information in the Additional Data Template

Response / Example: ADDITIONAL DATA TEMPLATE ***ADDITIONAL DATA *** >VIEW

ORIG FOP CA

AMOUNT GBP 468.80 DOMESTIC (N * Y/N NET (N * Y/N

ORIG FOP2

AMOUNT2 TOUR CODE

ORIG ISSUE DOC

NET FARE AMT ( ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY COMM EARNED

CUSTOMER FILE REF

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

THE NET FIELD IS A MANDATORY FIELD>

Type C to confirm Complete applicable fields and <enter> within the Additional Data Template

Amount will auto fill from previous template

Response: COMPLETED FULL REFUND

REFUND PROCESSED

The ETA is updated to reflect that the refund has been processed.

Example: *ETA

ETA- ELECTRONIC TICKET ACKNOWLEDGEMENT/AUTHORIZATION

1.BA I 29NOV02 102432 ETR 1259010217521 - JONES/AMR

2.BA RF 08JAN03 102757 ETR 1259010217521 – 125EGD611TB1T

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Jul 07 1. 8

ADDITIONAL DATA TEMPLATE INFO REFXXTEMP XX=country code

Example: ADDITIONAL DATA TEMPLATE ***ADDITIONAL DATA *** >VIEW

ORIG FOP CA (a)

AMOUNT GBP 468.80 (b) DOMESTIC ( * Y/N (c) NET ( * Y/N (d)

ORIG FOP2 (e)

AMOUNT2 (f) TOUR CODE (g)

ORIG ISSUE DOC (h)

NET FARE AMT ( )(i) SELLING FARE AMT (j)

A/L AUTHORITY (.........................) (k)

REFUND PENALTY (l) COMM EARNED (m)

CUSTOMER FILE REF (n)

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP (o)

THE NET FIELD IS A MANDATORY FIELD>

Explanations of fields:

(a) ORIG FOP*** Form of payment from original ticket (b) AMOUNT*** Three letter currency code and currency value (c) DOMESTIC Y – for wholly domestic travel, otherwise, N . i.e. LONMAN (d) NET Y – for a Net transaction, otherwise, N (e) ORIG FOP2*** The second form of payment for a document issued with two forms of

payment (f) AMOUNT2*** The amount for the ORIG FOP 2 field (g) TOUR CODE As shown on the ticket (mandatory if the Net Field contains Y) (h) ORIG ISS DOC***

The validating carrier code, the 10-digit ticket number and the check digit of the original issue ticket.

(i) NET FARE AMT The net fare amount for a Net Remit transaction (excluding taxes) (j) SELLING FARE AMT

Not in use

(k) A/L AUTHORITY

Airline authorisation code to refund certain types of tickets (min 1 max 25 characters). The code prints on the Refund Notice document The following characters only are permitted: - - * . / $

(l) REFUND PENALTY

Refund penalty value (manually input by user). Prints on the Refund Notice document in the CANX FEE box Note: - Not applicable for electronic tickets. This value should be input in the PENALTY FOR REFUND field in the e-ticket refund template. This will subsequently auto fill to this field in the additional data template

(m) COMM EARNED

Not in use

(n) CUSTOMER FILE REF

Reference number for credit card – maximum of 27 alpha/numeric characters (optional entry…used if data entered in original sales transaction)

(o) ACTION C = CONFIRM and process the data, and return to REFUND template. I = IGNORE all data and return to REFUND template. E = EXIT and discontinue data processing. H = HELP displays an explanation for each template field.

*** These fields, when completed in the primary refund template, are automatically copied to the

additional data template. This will include the appropriate forms of payment and their values for split payment transactions. The fields will display without the parentheses so the data cannot be removed or changed.

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Jul 07 1. 9

ELECTRONIC REFUND INFO REFXX INFO REFXXETKT

XX=country code

Before attempting to process a refund with penalties or fare used amounts, ensure that the refund amounts are correct. When a refund has been processed, the refunded amount cannot be changed. The following templates highlight the sequential events when a full or partial refund is processed where there are no combined unused (XT) and/or Passenger Facility Charges (XF) taxes.

Example 2: FULL REFUND / UNUSED TICKET / PENALTY FOR REFUND ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 08JAN03

TICKET 0749010220912 JONES/SMRS 28FBEZ/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 172.00 FARE:( ) AMT:(50.00 )

FARE USED ( )

TAX: GB 5.00 TAX:( ) *COMMISSION EARNED*

TAX: TAX:( ) AMT:

TAX: TAX:( ) *COMMISSION RECALLED*

TTL: GBP 177.00 TTL:( ) PCT: 7.00

RN (2) ADDL DATA (X)

ACTION (F) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Update information

Type F and <enter> in the Additional Data Template

Penalty for refund

Response / Example: ADDITIONAL DATA TEMPLATE ***ADDITIONAL DATA *** >VIEW

ORIG FOP CK

AMOUNT GBP 177.00 DOMESTIC (N* Y/N NET (N* Y/N

ORIG FOP2

AMOUNT2 TOUR CODE

ORIG ISSUE DOC

NET FARE AMT ( ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY 50.00 COMM EARNED

CUSTOMER FILE REF

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

THE NET FIELD IS A MANDATORY FIELD>

Type C Complete applicable fields and <enter> within the Additional Data Template

Amounts will auto fill from previous template

Response: COMPLETED FULL REFUND / UNUSED TICKET / PENALTY FOR REFUND REFUND PROCESSED

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Jul 07 1. 10

ELECTRONIC REFUND INFO REFXX INFO REFXXETKT

XX=country code

Example 3: PARTIAL REFUND / UNUSED NON-REFUNDABLE TICKET/ TAXES ARE REFUNDABLE

ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 21JAN03

TICKET 0749010220983 REFUNDS/FMS ODH3LS/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 172.00 FARE:(0.00 ) AMT:( )

FARE USED (172.00 )

TAX: GB 5.00 TAX:(5.00 ) *COMMISSION EARNED*

TAX: TAX:( ) AMT:

TAX: TAX:( ) *COMMISSION RECALLED*

TTL: GBP 177.00 TTL:(5.00 ) PCT: 7.00

RN (2) ADDL DATA (X)

ACTION (P) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Type P and <enter> Update information

in the Additional Data Template

Fare used Deduct Fare Used from the

Full Fare, specify all taxes to refund Partial refund total must equal fare

Amount and taxes

Response / Example: ADDITIONAL DATA TEMPLATE ***ADDITIONAL DATA *** >VIEW

ORIG FOP CA

AMOUNT GBP 5.00 DOMESTIC (N* Y/N NET (N* Y/N

ORIG FOP2

AMOUNT2 TOUR CODE

ORIG ISSUE DOC

NET FARE AMT ( ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY COMM EARNED

CUSTOMER FILE REF

ACTION (C C/CONFIRM I/IGNORE E/EXIT H/HELP

THE NET FIELD IS A MANDATORY FIELD>

Amount will auto fill from previous template

Complete applicable fields Type C and <enter> within the Additional Data template

Response / Example: COMPLETED PARTIAL REFUND / UNUSED NON-REFUNDABLE TICKET/ TAXES ARE REFUNDABLE

REFUND PROCESSED

Special Note 1. The only time the “Fare Used” field in the refund template is completed, is when the journey

has started. The only exception to this is when the journey has not started and you are processing a non-refundable fare but taxes are refundable.

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Jul 07 1. 11

ELECTRONIC REFUND INFO REFXX INFO REFXXETKT

XX=country code

Example 4: PARTIAL REFUND / USED TICKET/ NO PENALTY FOR REFUND

ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 08JAN03

TICKET 0749010220912 JONES/SMRS 28FBEZ/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 172.00 FARE:(102.00 ) AMT:( )

FARE USED (70.00 )

TAX: GB 5.00 TAX:( ) *COMMISSION EARNED*

TAX: TAX:( ) AMT:

TAX: TAX:( ) *COMMISSION RECALLED*

TTL: GBP 177.00 TTL:(102.00 ) PCT: 7.00

RN (2) ADDL DATA (X)

ACTION (P) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Update information

Type P and <enter> in the Additional Data Template

Fare used

No penalty for refund

Deduct Fare Used from the Full Fare, specify taxes to refund Partial refund total must equal fare amount and taxes

Response / Example: ADDITIONAL DATA TEMPLATE ***ADDITIONAL DATA *** >VIEW ORIG FOP CK

AMOUNT GBP 102.00 DOMESTIC (N* Y/N NET (N* Y/N

ORIG FOP2

AMOUNT2 TOUR CODE

ORIG ISSUE DOC

NET FARE AMT ( ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY COMM EARNED

CUSTOMER FILE REF

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

THE NET FIELD IS A MANDATORY FIELD>

Type C and <enter> Complete applicable fields within the Additional Data template

Amount will auto fill from previous template

Response: COMPLETED PARTIAL REFUND / USED TICKET/ NO PENALTY FOR REFUND

REFUND PROCESSED

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Jul 07 1. 12

ELECTRONIC REFUND INFO REFXX INFO REFXXETKT

XX=country code

Example 5: PARTIAL REFUND / USED TICKET/ PENALTY FOR REFUND ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 08JAN03

TICKET 0749010220912 JONES/SMRS 28FBEZ/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 172.00 FARE:(102.00 ) AMT:(50.00 )

FARE USED (70.00 )

TAX: GB 5.00 TAX:( ) *COMMISSION EARNED*

TAX: TAX:( ) AMT:

TAX: TAX:( ) *COMMISSION RECALLED*

TTL: GBP 177.00 TTL:(102.00 ) PCT: 7.00

RN (2) ADDL DATA (X)

ACTION (P) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Update information

Type P and <enter> in the Additional Data Template

Fare used

Penalty for refund Deduct Fare Used from the

Full Fare and enter remaining fare into the Partial Fare Data Column

No taxes to refund

Response / Example: ADDITIONAL DATA TEMPLATE ***ADDITIONAL DATA *** >VIEW

ORIG FOP CK

AMOUNT GBP 102.00 DOMESTIC (N* Y/N NET (N* Y/N

ORIG FOP2

AMOUNT2 TOUR CODE

ORIG ISSUE DOC

NET FARE AMT ( ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY 50.00 COMM EARNED

CUSTOMER FILE REF

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

THE NET FIELD IS A MANDATORY FIELD>

Type C Complete applicable fields and <enter> within the Additional Data template

Amount will auto fill from previous template

Penalty amount will auto fill from previous template

Response: COMPLETED PARTIAL REFUND / USED TICKET/ PENALTY FOR REFUND

REFUND PROCESSED

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Jul 07 1. 13

ADDITIONAL TAX TEMPLATES INFO REFXX INFO REFXXETKT

XX=country code

Additional templates have been created to show the breakdown of combined taxes (XT) and unused Passenger Facility Charges (PFC’S) for refund. These additional templates will display when: -

• An XT and/or XF tax code is present in the ‘Full Fare Data’ column • An amount for the XT and/or XF tax code is found in the ‘Partial Fare data’ column • P (for partial refund) is entered in the ACTION field.

The following templates highlight the sequential events when refunding unused combined (XT) and/or Passenger Facility Charges (XF) taxes.

Example 6: PARTIAL REFUND / USED TICKET/ NO PENALTY FOR REFUND WITH XT/XF TAXES

ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 21JAN03

TICKET 0169010220985 REFUNDS/AMR 4DRMR3/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 328.00 FARE:(164.00 ) AMT:( )

FARE USED (164.00 )

TAX: GB 20.00 TAX:( ) *COMMISSION EARNED*

TAX: UB 8.40 TAX:( ) AMT:

TAX: XT 30.50 TAX:(30.50 ) *COMMISSION RECALLED*

TTL: GBP 386.90 TTL:(194.50 ) PCT: 7

RN (2) ADDL DATA (X)

ACTION (P ) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Type P and <enter> Fare used Deduct Fare Used from the

Full Fare, specify taxes to refund Partial refund total must equal fare

Amount and taxes

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ADDITIONAL TAX TEMPLATES INFO REFXX INFO REFXXETKT XX=country code

Response / Example: COMPLETED ADDITIONAL TAXES TEMPLATE WITH XT & XF TAXES ***ADDITIONAL TAXES*** >VIEW CODE AMOUNT CODE AMOUNT CODE AMOUNT

TX01(AY) (1.60....) TX02(US) (16.70...) TX03(XA) (1.90....)

TX04(XY) (4.40....) TX05(YC) (3.10....) TX06(XF) (2.80....)

TX07(..) (........) TX08(..) (........) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC (IAD4.5 ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

LIST OF TAX CODES AND AMOUNTS REQUIRED FOR XT TAX 30.50

Type C and <enter> Tab around the additional taxes template and enter the individual ISO tax code and

tax amount for the XT tax Tab to unused PFC and enter

the unused PFC airport code and amount for the XF tax

Response / Example: ADDITIONAL DATA TEMPLATE ***ADDITIONAL DATA *** >VIEW

ORIG FOP CA

AMOUNT GBP 194.50 DOMESTIC (N* Y/N NET (N* Y/N

ORIG FOP2

AMOUNT2 TOUR CODE

ORIG ISSUE DOC

NET FARE AMT ( ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY COMM EARNED

CUSTOMER FILE REF

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

THE NET FIELD IS A MANDATORY FIELD>

Type C to confirm Complete applicable fields and <enter> within the Additional Data template

Amount will auto fill from previous template

Response: COMPLETED PARTIAL REFUND / USED TICKET/ NO PENALTY FOR REFUND WITH XT/XF TAXES

REFUND PROCESSED

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ADDITIONAL DATA TEMPLATE WITH SPLIT FORMS OF PAYMENT

Where the refund involves a transaction with split forms of payment, the refund amount will be applied to the first form of payment, with any remaining balance applied towards the second form of payment.

Example 7: PARTIAL REFUND / USED TICKET/ WITH SPLIT FOP / NO PENALTY FOR REFUND WITH XT/XF TAXES

ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 13JAN03

TICKET 0749010220917 JONES/SMRS 2U9Q4E/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 99.00 FARE:(49.50 ) AMT:( )

FARE USED (49.50 )

TAX: GB 5.00 TAX:(5.00 ) *COMMISSION EARNED*

TAX: UB 8.40 TAX:(8.40 ) AMT:

TAX: XT 14.10 TAX:(14.10 ) *COMMISSION RECALLED*

TTL: GBP 126.50 TTL:(77.00 ) PCT: 7.00

ORIG FOP - CCAX 76.50 / CK 50.00 RN (2) ADDL DATA (X)

ACTION (P) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Fare used

Deduct Fare Used from the

Type P and <enter> Full Fare, specify taxes to refund Partial refund total must equal fare

Amount and taxes Split form of payment

Response / Example: COMPLETED ADDITIONAL TAXES TEMPLATE WITH XT TAXES ***ADDITIONAL TAXES*** >VIEW CODE

AMOUNT CODE AMOUNT CODE AMOUNT

TX01 GB 5.00 TX02 UB 8.40 TX03(CJ) (2.90....)

TX04(NL) (3.50....) TX05(RN) (7.10....) TX06(VV) (0.60....)

TX07(..) (........) TX08(..) (........) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC ( ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

LIST OF TAX CODES AND AMOUNTS REQUIRED FOR XT TAX 14.10

Type C and <enter> Tab around the additional taxes template

and enter the individual ISO tax code and tax amount for the XT tax

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Jul 07 1. 16

Response / Example: ADDITIONAL DATA TEMPLATE

***ADDITIONAL DATA *** >VIEW

ORIG FOP CCAX372449635312118

AMOUNT GBP 76.50 DOMESTIC (N* Y/N NET (N* Y/N

ORIG FOP2 CK

AMOUNT2 0.50 TOUR CODE

ORIG ISSUE DOC

NET FARE AMT ( ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY COMM EARNED

CUSTOMER FILE REF

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

Complete applicable fields within the Additional Data template

Type C Split form of payment and <enter>

Response: COMPLETED PARTIAL REFUND / USED TICKET/ WITH SPLIT FOP / NO PENALTY FOR REFUND WITH XT/XF TAXES

REFUND PROCESSED - CCAX 76.50/CK 0.50

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Jul 07 1. 17

ELECTRONIC REFUND INFO REFXX INFO REFXXETKT XX= country code

NET REMIT EXAMPLES 1 – 5

Example 1: FULL REFUND / UNUSED TICKET / NO PENALTY FOR REFUND ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 22JAN03

TICKET 0019010220979 REFUNDS/TESTMS NRBJV5/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE GBP 506.00 FARE ( ) AMT ( )

FARE USED ( )

TAX GB 20.00 TAX ( ) *COMMISSION EARNED*

TAX UB 8.40 TAX ( ) AMT

TAX XT 21.10 TAX ( ) *COMMISSION RECALLED*

TTL GBP 555.50 TTL ( ) PCT 7

RN (2) ADDL DATA (X)

ACTION (F) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Type F and <enter> Update information

in the Additional Data Template

Response / Example: ADDITIONAL DATA TEMPLATE ***ADDITIONAL DATA *** >VIEW

ORIG FOP CA

AMOUNT GBP 555.50 DOMESTIC (N* Y/N NET (Y* Y/N

ORIG FOP2

AMOUNT2 TOUR CODE 1234VS Q CQ

ORIG ISSUE DOC

NET FARE AMT (400.00 ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY COMM EARNED

CUSTOMER FILE REF

ACTION (C C/CONFIRM I/IGNORE E/EXIT H/HELP

THE NET FIELD IS A MANDATORY FIELD

Complete applicable fields

Enter full Net amount within the Additional Data Template Type C and <enter>

Response: COMPLETED FULL REFUND REFUND PROCESSED

REFUNDS MANUAL

Jul 07 1. 18

ELECTRONIC REFUND INFO REFXX INFO REFXXETKT XX= country code

Example 2: FULL REFUND / UNUSED TICKET / PENALTY FOR REFUND ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 21JAN03

TICKET 1259010221006 REFUNDS/FMS 4EF43C/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 815.00 FARE:( ) AMT:(50.00 )

FARE USED ( )

TAX: GB 5.00 TAX:( ) *COMMISSION EARNED*

TAX: UB 8.40 TAX:( ) AMT:

TAX: XT 21.40 TAX:( ) *COMMISSION RECALLED*

TTL: GBP 849.80 TTL:( ) PCT: 0.00

RN (2) ADDL DATA (X)

ACTION (F F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Update information

Type F and <enter> in the Additional Data Template

Penalty for refund

Response / Example: ADDITIONAL DATA TEMPLATE ***ADDITIONAL DATA *** >VIEW

ORIG FOP CA

AMOUNT GBP 849.80 DOMESTIC (N* Y/N NET (Y) Y/N

ORIG FOP2

AMOUNT2 TOUR CODE ABCD KCJJQ,CQ

ORIG ISSUE DOC

NET FARE AMT ( 165.20) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY 50.00 COMM EARNED

CUSTOMER FILE REF

ACTION (C C/CONFIRM I/IGNORE E/EXIT H/HELP

Type C Complete applicable fields and <enter> within the Additional Data Template

Amounts will auto fill from previous template Enter full net amount

Response: COMPLETED FULL REFUND / UNUSED TICKET / PENALTY FOR REFUND

REFUND PROCESSED

REFUNDS MANUAL

Jul 07 1. 19

ADDITIONAL DATA 2 TEMPLATE FOR NET REMIT TICKETS

This template will only display when: -

• There is an amount in the NET FARE AMT field in the ADDITIONAL DATA TEMPLATE and

• It is a partial refund or

• The refund is for an exchanged ticket. The display of the template will include a message alerting the user as to which fields to complete.

Example 3: PARTIAL REFUND / UNUSED TICKET / NON REFUNDABLE TICKET/TAXES REFUNDABLE

ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 21JAN03

TICKET 1259010221005 REFUNDS/HMR 4EF43C/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 815.00 FARE:(0.00 ) AMT:( )

FARE USED (815.00 )

TAX: GB 5.00 TAX:(5.00 ) *COMMISSION EARNED*

TAX: UB 8.40 TAX:(8.40 ) AMT:

TAX: XT 21.40 TAX:(21.40 ) *COMMISSION RECALLED*

TTL: GBP 849.80 TTL:(34.80 ) PCT: 0.00

RN (2) ADDL DATA (X)

ACTION (P F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Type P and <enter> Update information

in the Additional Data Template

Fare used Deduct Fare Used from the

Full Fare, specify all taxes to refund partial refund total must equal fare

amount and taxes

Response / Example: COMPLETED ADDITIONAL TAXES TEMPLATE WITH XT TAXES ***ADDITIONAL TAXES*** >VIEW

CODE AMOUNT CODE AMOUNT CODE AMOUNT

TX01 GB 5.00 TX02 UB 8.40 TX03(GR) (8.00....)

TX04(WP) (6.80....) TX05(WQ) (1.60....) TX06(YQ) (5.00....)

TX07(..) (........) TX08(..) (........) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC ( ) ( ) ( ) ( )

ACTION (C C/CONFIRM I/IGNORE E/EXIT H/HELP

LIST OF TAX CODES AND AMOUNTS REQUIRED FOR XT TAX 21.40

Type C and <enter> Tab around the additional taxes template

and enter the individual ISO tax code and tax amount for the XT tax

REFUNDS MANUAL

Jul 07 1. 20

Response / Example: ADDITIONAL DATA TEMPLATE

***ADDITIONAL DATA *** >VIEW

ORIG FOP CA

AMOUNT GBP 34.80 DOMESTIC (N* Y/N NET (Y* Y/N

ORIG FOP2

AMOUNT2 TOUR CODE ABCD KCJJY CY

ORIG ISSUE DOC

NET FARE AMT (200.00 ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY COMM EARNED

CUSTOMER FILE REF

ACTION (C C/CONFIRM I/IGNORE E/EXIT H/HELP

THE NET FIELD IS A MANDATORY FIELD>

Complete applicable fields

within the Additional Data Template Enter full Net amount

Type C and <enter>

Response / Example: ADDITIONAL DATA 2 TEMPLATE – NET FARE ONLY ***ADDITIONAL DATA 2*** >VIEW

NET FARE AMT 200.00 NET FARE USED (200.00..*

NET FARE REFUND (0.00....*

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

REFUND REQUIRES DATA IN THE NET FARE USED AND

NET FARE REFUND FIELDS

Net fare used

Net fare to refund

Type C and <enter>

Response: COMPLETED PARTIAL REFUND / UNUSED TICKET / NON REFUNDABLE TICKET /TAXES REFUNDABLE

REFUND PROCESSED

REFUNDS MANUAL

Jul 07 1. 21

ADDITIONAL DATA 2 TEMPLATE FOR NET REMIT TICKETS

Example 4: PARTIAL REFUND / USED TICKET / NO PENALTY FOR REFUND

ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 22JAN03

TICKET 0019010220977 REFUNDS/TESTMS NRBJV5/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 444.00 FARE:(222.00 ) AMT:( )

FARE USED (222.00 )

TAX: GB 20.00 TAX:( ) *COMMISSION EARNED*

TAX: AY 1.60 TAX:(1.60 ) AMT:

TAX: XT 28.80 TAX:(28.80 ) *COMMISSION RECALLED*

TTL: GBP 494.40 TTL:(252.40 ) PCT: 0.00

RN (2) ADDL DATA (X)

ACTION (P) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Type P and <enter> Update information

in the Additional Data Template

Fare used Deduct Fare Used from the

Full Fare, specify taxes to refund Partial refund total must equal fare

Amount and taxes

Response / Example: COMPLETED ADDITIONAL TAXES TEMPLETE WITH XT TAXES ***ADDITIONAL TAXES*** >VIEW CODE

AMOUNT CODE AMOUNT CODE AMOUNT

TX01 AY 1.60 TX02(US) (16.60 ) TX03(XA) (1.90....)

TX04(XY) (4.40....) TX05(YC) (3.10....) TX06(XF) (2.80....)

TX07(..) (........) TX08(..) (........) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC (ORD4.50 ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

LIST OF TAX CODES AND AMOUNTS REQUIRED FOR XT TAX 28.80

Type C and <enter> Tab around the additional taxes template

and enter the individual ISO tax code and tax amount for the XT tax

Tab to unused PFC and enter the unused PFC airport code and

amount for the XF tax

REFUNDS MANUAL

Jul 07 1. 22

Response / Example: ADDITIONAL DATA TEMPLATE

***ADDITIONAL DATA *** >VIEW ORIG FOP CA

AMOUNT GBP 252.40 DOMESTIC (N* Y/N NET (Y* Y/N

ORIG FOP2

AMOUNT2 TOUR CODE 1231VS Q CQ

ORIG ISSUE DOC

NET FARE AMT (300.00 ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY COMM EARNED

CUSTOMER FILE REF

ACTION (C C/CONFIRM I/IGNORE E/EXIT H/HELP

THE NET FIELD IS A MANDATORY FIELD

Complete applicable fields Enter full Net amount within the Additional Data Template

Type C and <enter>

Response / Example: ADDITIONAL DATA 2 TEMPLATE – NET FARE ONLY ***ADDITIONAL DATA 2*** >VIEW NET FARE AMT 300.00 NET FARE USED (150.00..*

NET FARE REFUND (150.00..*

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

REFUND REQUIRES DATA IN THE NET FARE USED AND

NET FARE REFUND FIELDS

Net fare used

Net fare to refund

Type C and <enter>

Response: COMPLETED PARTIAL REFUND / USED TICKET / NO PENALTY FOR REFUND

REFUND PROCESSED

REFUNDS MANUAL

Jul 07 1. 23

ADDITIONAL DATA 2 TEMPLATE FOR NET REMIT TICKETS

Example 5: PARTIAL REFUND / USED TICKET / PENALTY FOR REFUND

ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 22JAN03

TICKET 0019010220977 REFUNDS/TESTMS NRBJV5/1P/IKM 9966816

>VIEW

*FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND*

FARE: GBP 444.00 FARE:(222.00 ) AMT:(50.00 )

FARE USED (222.00 )

TAX: GB 20.00 TAX:( ) *COMMISSION EARNED*

TAX: AY 1.60 TAX:(1.60 ) AMT:

TAX: XT 28.80 TAX:(28.80 ) *COMMISSION RECALLED*

TTL: GBP 494.40 TTL:(252.40 ) PCT: 0.00

RN (2) ADDL DATA (X)

ACTION (P) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT

Type P and <enter> Update information

in the Additional Data Template

Fare used

Penalty for refund

Deduct Fare Used from the

Full Fare, specify taxes to refund Partial refund total must equal fare

Amount and taxes

Response / Example: COMPLETED ADDITIONAL TAXES TEMPLETE WITH XT TAXES ***ADDITIONAL TAXES*** >VIEW CODE

AMOUNT CODE AMOUNT CODE AMOUNT

TX01 AY 1.60 TX02(US) (16.60 ) TX03(XA) (1.90....)

TX04(XY) (4.40....) TX05(YC) (3.10....) TX06(XF) (2.80....)

TX07(..) (........) TX08(..) (........) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC (ORD4.50 ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

LIST OF TAX CODES AND AMOUNTS REQUIRED FOR XT TAX 28.80

Type C and <enter> Tab around the additional taxes template

and enter the individual ISO tax code and tax amount for the XT tax

Tab to unused PFC and enter the unused PFC airport code and

amount for the XF tax

REFUNDS MANUAL

Jul 07 1. 24

Response / Example: ADDITIONAL DATA TEMPLATE

***ADDITIONAL DATA *** >VIEW

ORIG FOP CA

AMOUNT GBP 252.40 DOMESTIC (N* Y/N NET (Y* Y/N

ORIG FOP2

AMOUNT2 TOUR CODE 1231VS Q CQ

ORIG ISSUE DOC

NET FARE AMT (300.00 ) SELLING FARE AMT

A/L AUTHORITY (.........................)

REFUND PENALTY 50.00 COMM EARNED

CUSTOMER FILE REF

ACTION (C C/CONFIRM I/IGNORE E/EXIT H/HELP

THE NET FIELD IS A MANDATORY FIELD

Complete applicable fields

within the Additional Data Template Enter full Net amount

Penalty for refund will auto fill from primary template

Type C and <enter>

Response / Example: ADDITIONAL DATA 2 TEMPLATE – NET FARE ONLY ***ADDITIONAL DATA 2*** >VIEW

NET FARE AMT 300.00 NET FARE USED (150.00..*

NET FARE REFUND (150.00..*

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

REFUND REQUIRES DATA IN THE NET FARE USED AND

NET FARE REFUND FIELDS

Net fare used (do not deduct penalty here)

Net fare to refund

Type C and <enter>

Response: COMPLETED PARTIAL REFUND / USED TICKET / PENALTY FOR REFUND REFUND PROCESSED

REFUNDS MANUAL

Jul 07 1. 25

Special Notes 1. The automated refund notice document is issued for each automated electronic refund

process. It is issued when the automated refund templates are successfully completed. A refund notice document number is automatically assigned to each document. Two copies of the document print for each automated refund. The notice prints to plain paper only.

2. The TTL amount in the PARTIAL FARE DATA field must be lower than the amount in the

FULL FARE DATA. 3. When a partial refund is selected, the TTL amount in the PARTIAL FARE DATA field must

equal the fare and tax(es) being refunded. 4. For partial refunds, unused PFCs must be specified individually and must include the airport

code and amount, e.g. BOS4.50. 5. For partial refunds, tax amounts must be specified individually and must include the ISO tax code and amount, e.g. FR4.90. 6. When both XT and XF tax amounts are manually typed into the

PARTIAL FARE DATA column, the additional taxes template will automatically display with an advisory message to complete the XT tax amount. If XT tax amounts are entered but the unused PFC information is excluded, then the additional taxes template will redisplay with an advisory message to enter data in the ‘Unused PFC Fields’.

REFUNDS MANUAL

Jul 07 1. 26

ELECTRONIC TICKET REFUND REVERSE

Worldspan provides the ability for agencies to “undo” or cancel/reverse a refund on Electronic Ticket transactions as long as the request is made on the same day as the original transaction and the validating carrier and reporting settlement plan supports the reversal functionality. At present there are only six airlines that support the Electronic Ticket reversal functionality, they are: American Airlines – AA Continental Airlines – CO Delta Air Lines – DL Air Malta – KM United Airlines – UA US Airways – US An Electronic Ticket refund reversal can be processed via the DDL or via the Electronic Ticket Coupon Status Display.

ELECTRONIC TICKET REFUND REVERSE via DDL

Example: DAILY DOCUMNETATION LOG

DAILY DOCUMENTATION LOG

WORLDSPAN TRAINING CENTRE 2 9966816 12 APR 05

ITEM GROSS P S A/L TKT NBR NET AMT PSGR NAME INVOICE

000001 578.50A ERE0019010384699 542.17 PHILLIP

000002 578.50A RRE0019010384699 542.17 PHILLIP

***** END OF REPORT *****

Entry: DDRR2 Response: CONFIRMED REFUND REVERSAL PROCESS

ITEM GROSS P S A/L TKT NBR NET AMT PSGR NAME INVOICE

578.50A RRE0019010384699 542.17 JONES/S

APPROVAL OBTAINED - REFUND REVERSAL

DESCRIPTION ENTRY Refund cancel/reverse

DDL item number DDRR10 Ticket number DDRR0011234567890

REFUNDS MANUAL

Jul 07 1. 27

ELECTRONIC TICKET REFUND REVERSE via COUPON STATUS DISPLAY

The tab option in the Coupon Status Display indicates that the carrier participates in the ability to process Electronic Ticket Refund reversals. Example: COUPON STATUS DISPLAY TICKET 0019010384699 JONES/SMRS NDWY77/1P/IKM 9966816

CPN FROM/TO FLT DATE FBC STATUS

1 LHRMIA AA57 19SEP05 SJNCGB5 OPEN FOR USE

2 MIALHR AA56 26SEP05 SJNCGB5 OPEN FOR USE

>ETR VIEW TICKET DATA ( )

>ETR VOID ELECTRONIC TICKET ( )

>ELECTRONIC REFUND AUTHORIZATION REQUEST ( )

>CANCEL/REVERSE EXCHANGE TRANSACTION ( )

>CANCEL/REVERSE REFUND TRANSACTION (X)

Type X here and <enter>

Response: CONFIRMED ELECTRONIC TICKET REFUND REVERSAL

ITEM GROSS P S A/L TKT NBR NET AMT PSGR NAME INVOICE

578.50A RRE0019010384699 542.17 JONES/S

APPROVAL OBTAINED - REFUND REVERSAL

The ETA is updated to reflect that the refund reversal has been processed Example: *ETA

ETA- ELECTRONIC TICKET ACKNOWLEDGEMENT/AUTHORIZATION

1.AA I 11APR05 132554 ETR 0019010384699 - JONES/SMRS

2.AA RF 12APR05 142459 ETR 0019010384699 - C0013BJM2HCFK0

3.AA RR 12APR05 142520 ETR 0019010384699 - JONES/SMRS

It is not necessary to perform an Electronic Ticket refund reversal in the DDL and the CSD. Special Notes 1. A DDL or DDP must be displayed prior to making the refund reverse entry. 2. The coupon status in the DDL must have a status of RF or the reversal is not

allowed. 4. Multiple reversals can occur on a ticket within the same day time period. 5. Other document updates reflecting cancel/reversal include:

- Electronic Ticket Authorization/Acknowledgement (ETA). See INFO ETA - Daily Documentation Log (DDL). See INFO DDLPRI - Daily Activity Report (DDP). See INFO DDP - Documentation History. For Electronic Exchange reversals the code EXREV appears

after the document field and before the form of payment field. It contains the time stamp of the reversal the time stamp appears only on the new issue ticket. See INFO DH FULL

6. The coupon status of all coupons in the ETR must be O–open for use or A–airport

control.

REFUNDS MANUAL

Jul 07 1. 28

AUTOMATED PAPER TICKET REFUNDS IN THE UNITED KINGDOM HELP REFBSP INFO REFGB This section of the reference manual covers the automated refund process for paper documents issued in the United Kingdom. Refunds are processed by the manual or automated completion of a series of templates. The following steps detail the actions required for manual template completion. The automated (autofill) variances are outlined towards the end of this section.

MANUAL TEMPLATE COMPLETION It is required for each agency to update the itinerary / invoice document distribution template with the new option identifier (R), before attempting an automated refund. Display printer association mask (must be sined into a FA duty code) 4G#ML Associate the LLI printer with option R (mandatory where the local BSP requires the production of a Refund Notice Document)

Example of completed mask

4G#ML PRINTER ASSOCIATION MASK FOR

3822233 001

TYP OPT PTR IATA CRTS

LLI (LN (16180B (2022233 (0204A24 (020B32 (022339 (CD3A28

(R (03162F (2022233 (0204A24 (020B32 (022339 (

( ( ( ( ( ( (

ENTER HERE WHEN COMPLETE (

Special Notes

1. Same day issues are not valid for automated refund. Tickets should be voided. 2. Automated refunds are permitted for net remit transactions. 3. Automated refunds are permitted on tickets issued with multiple forms of payment. 4. In the UK it is permitted to allow an automated refund where the only refundable items are taxes.

Special Note

1. Steps 1-3 are for automated paper tickets – Manual template completion

Step 1

Retrieve blank refund template REF/B

Response

***AUTOMATED REFUND FOR PAPER DOCUMENT*** >VIEW

1

NAME ( )

2 3 4

DOCUMENT NBR ( ) ( ) THRU ( ) ORIG ISSUE (DDMMMYY)

5 6 7 8

DOC1 CPN NBR ( ) CK ( ) DOC2 CPN NBR ( ) CK ( )

9 10 11 12

DOC3 CPN NBR ( ) CK ( ) DOC4 CPN NBR ( ) CK ( )

13 14 15

CURRENCY ( ) FARE PAID ( ) FARE USED ( )

16 17

REFUND FARE ( ) TX01 ( ) ( )

18 19

TX02 ( ) ( ) TX03 ( ) ( )

20 21

REFUND TTL ( ) COMM RECALL (P) ( )

22 23 24

ORIG FOP ( ) ADDL TX ( ) DATA ( )

25

ACTION ( ) F/FULL REFUND P/PARTIAL REFUND E/EXIT H/HELP

REFUNDS MANUAL

Jul 07 1. 29

1. NAME As shown on ticket e.g. GIULIANI/NMISS 2. DOCUMENT NBR 1

st field, 3-digit code for the validating carrier

2nd

field, 10-digit number of the refund ticket

3. THRU Last 3 digits of the conjunction ticket number set (if applicable). 4. ORIG ISSUE The original issue date (DDMMMYY) of the document number being

refunded 5. DOC1 CPN NBR Unused coupons of the first document number, e.g. coupons 3 & 4 are

refundable (34 ) 6. CK The check digit of the first refunded ticket 7. DOC2 CPN NBR If applicable, the unused coupon numbers for the second conjunction ticket

number, e.g. coupons 2 & 3 are refundable (23 )

8. CK If applicable, the check digit for the second refunded ticket number 9. DOC3 CPN NBR If applicable, the unused coupon numbers for the third conjunction ticket

number e.g. coupons 1 & 2 are refundable (12 ) 10. CK If applicable, the check digit for the third refunded ticket number. 11. DOC4 CPN NBR If applicable, the unused coupon numbers for the fourth conjunction ticket

number e.g. all coupons are refundable (1234) 12. CK If applicable, the check digit for the fourth refunded ticket number. 13. CURRENCY The 3-character currency code 14. FARE PAID The base fare amount (excluding taxes) of the refunded ticket. 15. FARE USED The fare amount for the used coupons (excluding taxes). 16. REFUND FARE Refund value excluding taxes. 17. TX01 The 2 letter ISO tax code and the amount of the first tax to be refunded 18. TX02 The 2 letter ISO tax code and the amount of the second tax to be refunded.

19. TX03 The 2 letter ISO tax code and the amount of the third tax to be refunded. XT – combined taxes, is not allowed, instead select ADDL TX (see below)

20. REFUND TTL The total refund amount (fare plus taxes) N.B. all amounts can be completed with or without decimals

21. COMM RECALL A commission indicator of P (percent), or A (amount) and the commission value to be returned.

22. ORIG FOP The original form of payment for the refundable ticket 23. ADDL TX Input of X in this field will display the ADDITIONAL TAXES template. 24. DATA Input of X in this field will display the ADDITIONAL DATA template.

N.B. if this field is not selected, an error message will appear, as the ‘DOMESTIC’ field in the ADDITIONAL DATA template must ALWAYS be filled

25. ACTION F = Process as a full refund P = Process as a partial refund E = EXIT and discontinue template processing. No template data is saved. H = HELP which displays an explanation for each template field

SPECIAL NOTE:

1. Check digits are taken from any coupons except the flight coupons.

REFUNDS MANUAL

Jul 07 1. 30

Example of a completed template for a partial refund

***AUTOMATED REFUND FOR PAPER DOCUMENT**

NAME (EDWARDS/PMR )

DOCUMENT NBR (236) (6748673492) THRU ( ) ORIG ISSUE (01SEP05)

DOC1 CPN NBR ( 234) CK (4) DOC2 CPN NBR ( ) CK ( )

DOC3 CPN NBR ( ) CK ( ) DOC4 CPN NBR ( ) CK ( )

CURRENCY (GBP) FARE PAID (3851.00 ) FARE USED (1326.00 )

REFUND FARE (2525.00 ) TX01 (QX) (6.30 )

TX02 (CA) (10.00 ) TX03 (SQ) (4.20 )

REFUND TTL (2545.80 ) COMM RECALL (P) (7.5 )

ORIG FOP (CCAX3742449635311003) ADDL TX (X) DATA (X)

ACTION (P) F/FULL REFUND P/PARTITAL REFUND E/EXIT H/HELP

Special Notes

1. In the above example, the additional tax box has been annotated with an X, indicating further

tax refunds. Once the above data has been entered, the additional tax template will be displayed. As shown below.

2. XT tax code is not permitted. All taxes must be shown individually. 3. Annotation of the DATA field with an X is mandatory, as the DOMESTIC field within the

additional data template must always be completed.

Step 2 Complete additional tax template Example of completed additional tax template ***ADDITIONAL TAXES*** >VIEW

CODE AMOUNT CODE AMOUNT CODE AMOUNT

TX01 QX 6.30 TX02 CA 10.00 TX03 SQ 4.20

TX04 (XG) (0.30 ) TX05 ( ) ( ) TX06 ( ) ( )

TX07 ( ) ( ) TX08 ( ) ( ) TX09 ( ) ( )

TX10 ( ) ( ) TX11 ( ) ( ) TX12 ( ) ( )

TX13 ( ) ( ) TX14 ( ) ( ) TX15 ( ) ( )

TX16 ( ) ( ) TX17 ( ) ( ) TX18 ( ) ( )

TX19 ( ) ( ) TX20 ( ) ( )

UNUSED PFC ( ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

Special Note

1. When the additional tax template is displayed, taxes from the primary refund template are automatically copied over. The tax code and tax amount parentheses are removed (as above) to indicate that these values cannot be amended within the template. Additional tax codes and amounts are manually completed with the parentheses present.

UNUSED PFC 3 Character airport code and applicable value code (max 4 digits plus decimal point) for each unused PFC .i.e. TX05 (XF) (1.90) UNUSED PFC (JFK3)

ACTION C = CONFIRM to process refund or display the additional data template. I = IGNORE all data and return to REFUND template. E = EXIT and discontinue data processing. H = HELP displays an explanation for each template field.

REFUNDS MANUAL

Jul 07 1. 31

Step 3 Complete additional data template Example of completed additional data template ***ADDITIONAL DATA *** >VIEW ORIG FOP CCAX3742449635311003

AMOUNT GBP 2545.80 DOMESTIC (N)* Y/N NET (N)* Y/N

ORIG FOP2(............................)

AMOUNT2 (........) TOUR CODE (..............)

ORIG ISSUE DOC (...) (..........) (.)

NET FARE AMT(........) SELLING FARE AMT

A/L AUTHORITY (.........................) MISC FEE

REFUND PENALTY(........) COMM EARNED

CUSTOMER FILE REF(............................)

ACTION (C) C/CONFIRM I/IGNOREE/EXIT H/HELP

ORIG FOP*** Form of payment from original ticket AMOUNT*** Three letter currency code and currency value DOMESTIC Y – for wholly domestic travel, otherwise, N NET Y – for a Net transaction, otherwise, N ORIG FOP2*** The second form of payment for a document issued with two forms of

payment AMOUNT2*** The amount for the ORIG FOP 2 field TOUR CODE As shown on the ticket (mandatory if the Net Field contains Y) ORIG ISS DOC*** The validating carrier code, the 10-digit ticket number and the check digit

of the original issue ticket. NET FARE AMT The net fare amount for a Net Remit transaction (excluding taxes) SELLING FARE AMT Not in use A/L AUTHORITY Airline authorisation code to refund certain types of tickets (min 1 max 25

characters). The code prints on the Refund Notice document Only the following characters are permitted: - - * . / $

MISC FEE Not in use REFUND PENALTY Refund penalty value (manually input by user). Prints on the Refund

Notice document in the CANX FEE box

COMM EARNED Not in use CUSTOMER FILE REF

Reference number for credit card – maximum of 27 alpha/numeric characters (optional entry…used if data entered in original sales transaction)

ACTION C = CONFIRM and process the data, and return to REFUND template. I = IGNORE all data and return to REFUND template. E = EXIT and discontinue data processing. H = HELP displays an explanation for each template field.

*** These fields, when completed in the primary refund template, are automatically copied to

the additional data template. This will include the appropriate forms of payment and their values for split payment transactions. The fields will display without the parentheses so the data cannot be removed or changed.

After confirming the additional data template, the message ‘AUTOMATED PAPER REFUND PROCESSED’ will appear on the screen and 2 refund notices will be printed on the hardcopy printer.

REFUNDS MANUAL

Jul 07 1. 32

REFUND NOTICE EXAMPLES INFO REFGB R/N

The following refund notice example is for the full refund of a paper ticket transaction that was issued with credit card as the form of payment. Included is a refund penalty.

220 LUFTHANSA DATE OF ISSUE TEST TRAVEL

REFUND NOTICE 01SEP05 UNLIMITED

PASSENGER NAME RUSSO/DONNA.MISS ANYWHERE

CURRENCY CODE GBP GB

INTERNATIONAL �A/L AUTH 1234567890123456789212345 9122233X

GROSS NET �REFUNDED DOCUMENTS CPNS

FARE PAID 661.00 220 3626456540 4 1234

FARE USED 0.00 220 3626456541 5 1234

CANX FEE 50.00 220 3626456542 6 1234

REFUND 611.00

TAX 1 DE 20.00 ORIG ISSUE 220 3626456120 1

TAX 2 RD 36.00 � �

TAX 3 XT 25.00 NR TOUR CODE

CASH CARD NUMBER N 123456789012345

CREDIT 692.00 5478981233211212

COMMISSION RATE 7.00

� Airline Authorisation Data � Refund Notice Number (the first ticket number is the refund notice number) � Net Remit Indicator (N = No, Y = Yes) � Tour Code Data

The following refund notice example is for the partial refund of a paper ticket net remit transaction with a net remit fare amount. Included is a penalty refund. Form of payment is cash. 220 LUFTHANSA DATE OF ISSUE TEST TRAVEL

REFUND NOTICE 01SEP05 UNLIMITED

PASSENGER NAME RUSSO/DONNA.MISS ANYWHERE

CURRENCY CODE GBP GB

INTERNATIONAL A/L AUTH 1234567890123456789212345 9122233X

GROSS NET REFUNDED DOCUMENTS CPNS

FARE PAID 661.00 453.00 220 3626456540 4 34

FARE USED 433.00 0.00 220 3626456541 5 1234

CANX FEE 50.00 50.00 220 3626456542 6 1234

REFUND 178.00 403.00 220 3626456543 0 1234

TAX 1 DE 10.00 ORIG ISSUE 220 3626456120 1

TAX 2 RD 15.00

TAX 3 XT 5.00 NR TOUR CODE

CASH 208.00 Y 123456789012345

COMMISSION RATE 9.00

REFUNDS MANUAL

Jul 07 1. 33

Special Notes 1. The default value for printing refund notices is 2. However, a maximum of 9 copies may be printed dependant upon customer requirements. 2. Partial Refunds with split forms of payment where the refund involves a transaction with split forms of

payment, the refund amount will be applied to the first form of payment, with any remaining balance applied towards the second form of payment. An exception to this process is for a split transaction involving a credit card payment. The refund amount must first be applied to the credit card and any remaining amount applied to the second form of payment e.g. cash/cheque.

Example: - The sales transaction charged GBP700 to a credit card and GBP600 was paid by cheque. The partial refund is GBP850. GBP700 will be refunded to the credit card and GBP150 to the cheque. 1. For exchanged paper tickets with split forms of payment, the original form of payment from the primary

template will be carried over to the additional data template. The ‘AMOUNT’ boxes will however remain blank for the user to complete. A warning message will display the following advisory: - ENTER ORIG FOPS AND AMOUNTS FOR REFUND TTL 914.40

REFUND NOTICE COPY OPTIONS HELP REFBSP INFO REFGB R/N

The following entries are for paper tickets. Display Blank template and print 3 refund notices REF/B#RN3 (with or without a displayed PNR) Display an auto filled automated refund template for Document History REF/DH1#RN3 item 1 & print 3 refund notices A PNR must be displayed Display an auto filled automated refund template for Document History REF#DH2/RN3 item 2 & print 3 refund notices A PNR must be displayed Display an auto filled automated refund template for Document History REF/DH2/P#RN4 Item 2 & print 4 refund notices for a Partial refund A PNR must be displayed Display an auto filled automated refund template for REF0014903478213/P#RN3 ticket number 0014903478213 for a Partial refund and issue 3 refund notices A PNR must be displayed Display an auto filled automated refund template for REF0014903478214/F#RN3 ticket number 0014903478214 for a Full refund and issue 3 refund notices A PNR must be displayed Special Notes 1. The refund notice copy option (#RN) must be the last option in the refund entry 2. When indicating the number of copies to print, the numeric 0 (zero) is not permitted. The only values Permitted are 1 – 9, not 01 – 09 3. The refund notice document prints only to plain paper, i.e. it will not print to ATB2 blank stock 4. For the UK, the refund notice number is the refunded ticket number

REFUNDS MANUAL

Jul 07 1. 34

EXAMPLE OF A COMPLETED TEMPLATE – PUBLISHED FARE/ FULL REFUND

***AUTOMATED REFUND FOR PAPER DOCUMENT*** >VIEW NAME (JONES/SMRS )

DOCUMENT NBR (125) (9010294520) THRU (...) ORIG ISSUE (06JAN05)

DOC1 CPN NBR (12 ) CK (6) DOC2 CPN NBR (....) CK (.)

DOC3 CPN NBR (....) CK (.) DOC4 CPN NBR (....) CK (.)

CURRENCY (GBP) FARE PAID ( 513.00) FARE USED ( 0.00)

REFUND FARE ( 513.00) TX01 (GB) ( 10.00)

TX02 (UB) ( 9.30) TX03 (FR) ( 8.30)

REFUND TTL ( 550.60) COMM RECALL (P) (1 )

ORIG FOP (CA ) ADDL TX(X) DATA (X)

ACTION (F) F/FULL REFUND P/PARTIAL REFUND E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL TAX TEMPLATE

***ADDITIONAL TAXES*** >VIEW

CODE AMOUNT CODE AMOUNT CODE AMOUNT

TX01 GB 10.00 TX02 UB 9.30 TX03 FR 8.30

TX04(QX) (5.40....) TX05(YQ) (4.60....) TX06(..) (........)

TX07(..) (........) TX08(..) (........) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC ( ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL DATA TEMPLATE

***ADDITIONAL DATA*** >VIEW ORIG FOP CA

AMOUNT GBP 550.60 DOMESTIC (N) Y/N NET (N) Y/N

ORIG FOP2 (............................)

AMOUNT2 (........) TOUR CODE (..............)

ORIG ISSUE DOC (...) (..........) (.)

NET FARE AMT (........) SELLING FARE AMT

A/L AUTHORITY (.........................) MISC FEE

REFUND PENALTY (0.00....) COMM EARNED

CUSTOMER FILE REF (...........................)

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

After confirming the additional data template, the message ‘AUTOMATED PAPER REFUND PROCESSED’ will appear on the screen and 2 refund notices will be printed on the hardcopy printer. REFUND NOTICE - EXAMPLE

125 BRITISH AIRWAYS DATE OF ISSUE WORLDSPAN TRAVEL

REFUND NOTICE 07JAN05 CENTRE 2

PASSENGER NAME JONES/SMRS LONDON

CURRENCY CODE GBP GB

INTERNATIONAL 99423026

GROSS NET REFUNDED DOCUMENTS CPNS

FARE PAID 513.00 125 9010294520 6 12

FARE USED 0.00

CANX FEE 0.00

REFUND 513.00

TAX 1 GB 10.00

TAX 2 UB 9.30

TAX 3 XT 18.30 NR TOUR CODE

CASH 550.60 N

COMMISSION RATE 1.00 REFUND NUMBER 125 9010294520 6

REFUNDS MANUAL

Jul 07 1. 35

EXAMPLE OF A COMPLETED TEMPLATE – PUBLISHED FARE/ FULL REFUND / PENALTY FOR REFUND

***AUTOMATED REFUND FOR PAPER DOCUMENT*** >VIEW NAME (JONES/SMRS.........................................)

DOCUMENT NBR (016) (9010294522) THRU (...) ORIG ISSUE (18NOV05)

DOC1 CPN NBR (12..) CK (6) DOC2 CPN NBR (....) CK (.)

DOC3 CPN NBR (....) CK (.) DOC4 CPN NBR (....) CK (.)

CURRENCY (GBP) FARE PAID (469.00..) FARE USED (0.00....)

REFUND FARE (469.00..) TX01 (GB) (20.00...)

TX02 (UB) (9.30....) TX03 (AY) (1.50....)

REFUND TTL (527.10..) COMM RECALL (P) (7.......)

ORIG FOP (CA..........................) ADDL TX(X) DATA (X)

ACTION (F) F/FULL REFUND P/PARTIAL REFUND E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL TAX TEMPLATE

***ADDITIONAL TAXES*** >VIEW

CODE AMOUNT CODE AMOUNT CODE AMOUNT

TX01 GB 20.00 TX02 UB 9.30 TX03 AY 1.50

TX04(US) (15.80...) TX05(XA) (1.80....) TX06(XY) (4.10....)

TX07(YC) (2.90....) TX08(XF) (2.70....) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC (IAD4.50 ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL DATA TEMPLATE

***ADDITIONAL DATA*** >VIEW ORIG FOP CA

AMOUNT GBP 527.10 DOMESTIC (N) Y/N NET (N) Y/N

ORIG FOP2 (............................)

AMOUNT2 (........) TOUR CODE (..............)

ORIG ISSUE DOC (...) (..........) (.)

NET FARE AMT (........) SELLING FARE AMT

A/L AUTHORITY (.........................) MISC FEE

REFUND PENALTY (234.50..) COMM EARNED

CUSTOMER FILE REF (.......................... .)

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

After confirming the additional data template, the message ‘AUTOMATED PAPER REFUND PROCESSED’ will appear on the screen and 2 refund notices will be printed on the hardcopy printer.

REFUND NOTICE - EXAMPLE

016 UNITED AIRLINES INC DATE OF ISSUE WORLDSPAN TRAVEL

REFUND NOTICE 19NOV05 CENTRE 2

PASSENGER NAME JONES/SMRS LONDON

CURRENCY CODE GBP GB

INTERNATIONAL 99423026

GROSS NET REFUNDED DOCUMENTS CPNS

FARE PAID 469.00 016 9010294522 6 12

FARE USED 0.00

CANX FEE 234.50

REFUND 234.50

TAX 1 GB 20.00

TAX 2 UB 9.30

TAX 3 XT 28.80 NR TOUR CODE

CASH 292.60 N

COMMISSION RATE 7.00 REFUND NUMBER 016 9010294522 6

REFUNDS MANUAL

Jul 07 1. 36

EXAMPLE OF A COMPLETED TEMPLATE – PUBLISHED FARE/NON REFUNDABLE FARE/ TAXES REFUNDABLE

***AUTOMATED REFUND FOR PAPER DOCUMENT*** >VIEW NAME (JONES/SMRS.........................................)

DOCUMENT NBR (074) (9010294521) THRU (...) ORIG ISSUE (18NOV05)

DOC1 CPN NBR (12..) CK (6) DOC2 CPN NBR (....) CK (.)

DOC3 CPN NBR (....) CK (.) DOC4 CPN NBR (....) CK (.)

CURRENCY (GBP) FARE PAID (95.00...) FARE USED (95.00...)

REFUND FARE (0.00....) TX01 (GB) (5.00....)

TX02 (UB) (9.30....) TX03 (CJ) (7.70....)

REFUND TTL (35.60...) COMM RECALL (P) (7.......)

ORIG FOP (CA..........................) ADDL TX(X) DATA (X)

ACTION (P) F/FULL REFUND P/PARTIAL REFUND E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL TAX TEMPLATE

***ADDITIONAL TAXES*** >VIEW

CODE AMOUNT CODE AMOUNT CODE AMOUNT

TX01 GB 5.00 TX02 UB 9.30 TX03 CJ 7.70

TX04(RN) (8.10....) TX05(VV) (0.70....) TX06(YR) (4.80....)

TX07(..) (........) TX08(..) (........) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC ( ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL DATA TEMPLATE

***ADDITIONAL DATA*** >VIEW

ORIG FOP CA

AMOUNT GBP 35.60 DOMESTIC (N) Y/N NET (N) Y/N

ORIG FOP2 (............................)

AMOUNT2 (........) TOUR CODE (..............)

ORIG ISSUE DOC (...) (..........) (.)

NET FARE AMT (........) SELLING FARE AMT

A/L AUTHORITY (.........................) MISC FEE

REFUND PENALTY (0.00....) COMM EARNED

CUSTOMER FILE REF (...........................)

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

After confirming the additional data template, the message ‘AUTOMATED PAPER REFUND PROCESSED’ will appear on the screen and 2 refund notices will be printed on the hardcopy printer. REFUND NOTICE - EXAMPLE

074 KLM ROYAL DUTCH AIRLI DATE OF ISSUE WORLDSPAN TRAVEL

REFUND NOTICE 19NOV05 CENTRE 2

PASSENGER NAME JONES/SMRS LONDON

CURRENCY CODE GBP GB

INTERNATIONAL 99423026

GROSS NET REFUNDED DOCUMENTS CPNS

FARE PAID 95.00 074 9010294521 6 12

FARE USED 95.00

CANX FEE 0.00

REFUND 0.00

TAX 1 GB 5.00

TAX 2 UB 9.30

TAX 3 XT 21.30 NR TOUR CODE

CASH 35.60 N

COMMISSION RATE 7.00 REFUND NUMBER 074 9010294521 6

REFUNDS MANUAL

Jul 07 1. 37

EXAMPLE OF A COMPLETED TEMPLATE – NET FARE/ FULL REFUND

***AUTOMATED REFUND FOR PAPER DOCUMENT*** >VIEW NAME (JONES/SMRS )

DOCUMENT NBR (125) (9010294520) THRU (...) ORIG ISSUE (06JAN05)

DOC1 CPN NBR (12 ) CK (6) DOC2 CPN NBR (....) CK (.)

DOC3 CPN NBR (....) CK (.) DOC4 CPN NBR (....) CK (.)

CURRENCY (GBP) FARE PAID ( 513.00) FARE USED ( 0.00)

REFUND FARE ( 513.00) TX01 (GB) ( 10.00)

TX02 (UB) ( 9.30) TX03 (FR) ( 8.30)

REFUND TTL ( 550.60) COMM RECALL (P) (1 )

ORIG FOP (CA ) ADDL TX(X) DATA (X)

ACTION (F) F/FULL REFUND P/PARTIAL REFUND E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL TAX TEMPLATE

***ADDITIONAL TAXES*** >VIEW

CODE AMOUNT CODE AMOUNT CODE AMOUNT

TX01 GB 10.00 TX02 UB 9.30 TX03 FR 8.30

TX04(QX) (5.40....) TX05(YQ) (4.60....) TX06(..) (........)

TX07(..) (........) TX08(..) (........) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC ( ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL DATA TEMPLATE

***ADDITIONAL DATA*** >VIEW ORIG FOP CA

AMOUNT GBP 550.60 DOMESTIC (N) Y/N NET (Y) Y/N

ORIG FOP2 (............................)

AMOUNT2 (........) TOUR CODE (654321........)

ORIG ISSUE DOC (...) (..........) (.)

NET FARE AMT (200.00....) SELLING FARE AMT

A/L AUTHORITY (.........................) MISC FEE

REFUND PENALTY (..........) COMM EARNED

CUSTOMER FILE REF (...........................)

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

After confirming the additional data template, the message ‘AUTOMATED PAPER REFUND PROCESSED’ will appear on the screen and 2 refund notices will be printed on the hardcopy printer.

REFUNDS MANUAL

Jul 07 1. 38

EXAMPLE OF A COMPLETED TEMPLATE – NET FARE/ FULL REFUND / PENALTY FOR REFUND ***AUTOMATED REFUND FOR PAPER DOCUMENT*** >VIEW NAME (JONES/SMRS.........................................)

DOCUMENT NBR (016) (9010294522) THRU (...) ORIG ISSUE (18NOV05)

DOC1 CPN NBR (12..) CK (6) DOC2 CPN NBR (....) CK (.)

DOC3 CPN NBR (....) CK (.) DOC4 CPN NBR (....) CK (.) CURRENCY (GBP) FARE PAID (469.00..) FARE USED (0.00....)

REFUND FARE (469.00..) TX01 (GB) (20.00...)

TX02 (UB) (9.30....) TX03 (AY) (1.50....)

REFUND TTL (527.10..) COMM RECALL (P) (7.......)

ORIG FOP (CA..........................) ADDL TX(X) DATA (X)

ACTION (F) F/FULL REFUND P/PARTIAL REFUND E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL TAX TEMPLATE

***ADDITIONAL TAXES*** >VIEW

CODE AMOUNT CODE AMOUNT CODE AMOUNT

TX01 GB 20.00 TX02 UB 9.30 TX03 AY 1.50

TX04(US) (15.80...) TX05(XA) (1.80....) TX06(XY) (4.10....)

TX07(YC) (2.90....) TX08(XF) (2.70....) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC (IAD4.50 ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL DATA TEMPLATE

***ADDITIONAL DATA*** >VIEW ORIG FOP CA

AMOUNT GBP 527.10 DOMESTIC (N) Y/N NET (Y) Y/N

ORIG FOP2 (............................)

AMOUNT2 (........) TOUR CODE (123456........)

ORIG ISSUE DOC (...) (..........) (.)

NET FARE AMT (200.00..) SELLING FARE AMT

A/L AUTHORITY (.........................) MISC FEE

REFUND PENALTY (50.00....) COMM EARNED

CUSTOMER FILE REF (.......................... .)

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

After confirming the additional data template, the message ‘AUTOMATED PAPER REFUND PROCESSED’ will appear on the screen and 2 refund notices will be printed on the hardcopy printer.

REFUNDS MANUAL

Jul 07 1. 39

ADDITIONAL DATA 2 TEMPLATE FOR NET REMIT TICKETS This template will only display when: -

1. There is an amount in the NET FARE AMT field in the ADDITIONAL DATA TEMPLATE and 2. It is a partial refund or, 3. The refund is for an exchanged ticket

EXAMPLE OF A COMPLETED TEMPLATE – NET FARE /NON REFUNDABLE FARE/ TAXES REFUNDABLE

***AUTOMATED REFUND FOR PAPER DOCUMENT*** >VIEW NAME (JONES/SMRS.........................................)

DOCUMENT NBR (074) (9010294521) THRU (...) ORIG ISSUE (18NOV05)

DOC1 CPN NBR (12..) CK (6) DOC2 CPN NBR (....) CK (.)

DOC3 CPN NBR (....) CK (.) DOC4 CPN NBR (....) CK (.)

CURRENCY (GBP) FARE PAID (815.00...) FARE USED (815.00...)

REFUND FARE (0.00....) TX01 (GB) (5.00....) TX02 (UB) (8.40....) TX03 (GR) (8.00....)

REFUND TTL (34.80...) COMM RECALL (P) (7.......)

ORIG FOP (CA..........................) ADDL TX(X) DATA (X)

ACTION (P) F/FULL REFUND P/PARTIAL REFUND E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL TAX TEMPLATE

***ADDITIONAL TAXES*** >VIEW

CODE AMOUNT CODE AMOUNT CODE AMOUNT

TX01 GB 5.00 TX02 UB 8.40 TX03 GR 8.00

TX04(WP) (6.80....) TX05(WQ) (1.60....) TX06(YQ) (5.00....)

TX07(..) (........) TX08(..) (........) TX09(..) (........)

TX10(..) (........) TX11(..) (........) TX12(..) (........)

TX13(..) (........) TX14(..) (........) TX15(..) (........)

TX16(..) (........) TX17(..) (........) TX18(..) (........)

TX19(..) (........) TX20(..) (........)

UNUSED PFC ( ) ( ) ( ) ( )

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL DATA TEMPLATE

***ADDITIONAL DATA*** >VIEW

ORIG FOP CA

AMOUNT GBP 34.80 DOMESTIC (N) Y/N NET (Y) Y/N

ORIG FOP2 (............................)

AMOUNT2 (........) TOUR CODE (123456........)

ORIG ISSUE DOC (...) (..........) (.)

NET FARE AMT (200.00..) SELLING FARE AMT

A/L AUTHORITY (.........................) MISC FEE

REFUND PENALTY (0.00....) COMM EARNED

CUSTOMER FILE REF (...........................)

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

EXAMPLE OF COMPLETED ADDITIONAL DATA 2 TEMPLATE – NET FARE

***ADDITIONAL DATA 2*** >VIEW

NET FARE AMT 200.00 NET FARE USED (200.00..*

NET FARE REFUND (0.00....*

ACTION (C) C/CONFIRM I/IGNORE E/EXIT H/HELP

REFUND REQUIRES DATA IN THE NET FARE USED AND

NET FARE REFUND FIELDS

Net fare used

Net fare to refund

Type C and <enter>

After confirming the additional data template, the message ‘AUTOMATED PAPER REFUND PROCESSED’ will appear on the screen and 2 refund notices will be printed on the hardcopy printer.

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Jul 07 1. 40

REPRINT REFUND NOTICES HELP REFREP HELP DDRF

REPRINT REFUND NOTICE OPTIONS Reprint refund notice from DDL item 1 and print 2 copies DDRF1#RN2 Reprint refund notice from DDL items 3,5 & 8 and print 4 copies DDRF3/5/8#RN4 Reprint refund notice from DDL items 4 through 10 and print 1 copy DDRF4-10#RN1 Reprint refund notice from DDL items 3 and 4 through 7 and 12 DDRF3/4-7/12#RN3 and print 3 copies (maximum number of reprinted items per transaction = 10) Special Notes

1. Only possible whilst DDL is still active 2. These entries are identical for both paper and electronic tickets

3. Reprinting is not allowed when an e-ticket is exchanged and refunded on the same day

PRINT REFUND REPORTS HELP REFRPT HELP DD*RF

PRINT REFUND REPORT Refund data will be retained for a period of one month and two days, e.g. on Jul 01 and 02 the refund data will be available for May and June. On Jul 03, the data for May will be purged. Print June refund report DD*RF*MJUN-JT Print report to specific printer routing DD*RF*MJUN-JTC4BRR Print report for bridged IATA location 9122244 (prints at location making the entry)

DD*RF*9122244*MJUN-JT

Print report for specific carrier DD*RF*C220*MJUN-JT Special Notes

1. Carrier codes, printer routings, month and IATA location can be combined in any order after DD*RF* 2. These entries are identical for both paper and electronic tickets

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Jul 07 1. 41

AUTOFILL REFUND TEMPLATES

Refund templates can be auto filled when the ticket number to be refunded is present in the ticket database. PAPER TICKET (displayed PNR) - Full refund Display refund template and autofill REF Display refund template and autofill (PNR contains Multiple Document Histories

REF/DH2

Display refund template for ticket number 22054321109876 and autofill REF2205432109876 Display refund template for ticket number 0014903478214 and autofill for a Full refund

REF0014903478214/F

PAPER TICKET (displayed PNR ) – Partial refund Display refund template for document history item 2 and autofill for a Partial refund

REF/P/DH2

Display refund template for ticket number 22054321109876 and autofill REF2205432109876/P Special Notes

1. Where refunding conjunction ticket numbers, all numbers found in the ticket database for the Conjunction ticket number set, e.g. 2205432109876-877-878 would be autofilled in the refund template. However, it is only necessary to select one ticket number from the set to autofill the refund template (normally the first ticket with coupons remaining).

2. The ticket database does not check whether the ticket is non refundable. This, in addition to verifying the ticket number with the passenger name, is the responsibility of the AGENT.

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Jul 07 1. 42

AUTOFILL OF ADDITIONAL DATA TEMPLATE

The following table indicates the template fields that are autofilled for a full refund, partial refund, refund of an exchanged ticket and a blank refund template.

ADDITIONAL DATA Template Field

Full Refund

Partial Refund

Refund of an Exchange ticket

Blank Refund Template

ORIG FOP Yes Yes No Yes AMOUNT Yes Yes No No DOMESTIC Yes Yes Yes No NET Yes Yes Yes No ORIG FOP2 Yes Yes No No

AMOUNT2 Yes Yes No No TOUR CODE Yes Yes Yes No ORIG ISSUE DOC Yes Yes Yes No NET FARE AMT Yes Yes No No SELLING FARE AMT N/A N/A N/A N/A A/L AUTHORITY No No No No REFUND PENALTY No No No No COMM EARNED N/A N/A N/A N/A CUSTOMER FILE REF Yes Yes Yes No

AUTOFILL OF ADDITIONAL DATA TEMPLATE WITH SPLIT FORMS OF PAYMENT FOR A PAPER TICKET

The following table indicates the template fields that are autofilled for a full refund, partial refund, refund of an exchanged ticket and a blank refund template.

Refund Process ORIG FOP AMOUNT ORIG FOP2 AMOUNT2 Advisory Message Displayed

Full paper ticket refund with split forms of payment

Yes Yes Yes Yes No

Partial paper ticket refund with split forms of payment

Yes Yes (note1)

Yes Yes (note1)

No

Paper ticket refund for an exchanged ticket

Yes Yes (note 2)

No (note 2)

No (note 2)

No

Blank paper ticket refund Yes Yes (note 2)

No (note 2)

No (note 2)

No

Special Notes 1. When the refund involves split forms of payment, the refund amount will be applied to the first form of

payment, with any remaining balance applied towards the second form of payment. Exception to this process will be for credit card transactions. When a combination of cash and/or check and credit card is used, the credit card will always be refunded first, with any remaining balance applied towards cash/check. In the case of two (2) credit cards used as form of payment, the first card used will be refunded with any remaining balance applied towards the second credit card.

2. The autofill of the AMOUNT field retains the parentheses so the data can be changed. The ORIG FOP2 field and the AMOUNT2 field also retain the parentheses so manual data can be input in these 2 template fields.

REFUNDS MANUAL

Jul 07 1. 43

EXCEPTIONS TO THE AUTOFILL TEMPLATES Where a ticket is submitted for a partial refund or has been previously exchanged, certain fields within the refund template will not autofill. It will be necessary to complete these fields manually. These exceptions are detailed below. Entry Autofill from ticket

database Field exceptions in the refund template

REF0013537982444/P Yes, but see field

exceptions REF0013537982444/I3822233/P Yes, but see field

exceptions REF/DH2/P Yes, but see field

exceptions REF/DH2/I3822233/P Yes, but see field

exceptions

Doc 1 through Doc 4 CPN NBR fields Doc 1 through Doc 4 CK fields Refund fare Fare Used

TX01 through TX03 fields Refund total field Field exceptions in the additional

taxes template All TX fields

Unused PFC field

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Jul 07 1. 44

DOCUMENT HISTORY The following is an example of the document history, highlighting the refund data. This is a partial refund for ticket numbers 22033444444540 – 542 where; All coupons have been used for ticket number 22033444444540 All coupons are unused for ticket number 22033444444541 Coupons 1 and 2 are unused for ticket number 22033444444542 Entry *DH1 Response *DH1

1 03OCT0843 1P/XXX/BB*2203344444540-542 I514899

CRAIG/BILLMR/*ADT

**DOCUMENT COMMANDS**

EZ EZTLI#CLH#N1.1

**INTERFACE**

CTLNBR 0640026222

REFUND 0680026324

**DOCUMENT**

REFUND 09OCT1340 1P/XXX/BB/RN2203344444541

RFARE GBP2575.00/TAX36.00/GBP2611.00/ PARTIAL/B

RCOMM COMM RECALL GBP154.40/

RTKT 22033444444540/0-541/1234-542/12

RTAX GB10.00/UB8.40/US6.00/XA2.00/XY4.50/YC3.20/XF

1.90

RPFC ORD3.0

RAUTH A/L AUTHORITY BJ*345-7 $25.00 03/06/02

FOP CK

ENDOR NON ENDORSABLE

(Partial document history)

SECONDARY DDL DISPLAY The following is an example of the secondary DDL highlighting the refund notice details Entry DD*1 Response TEST TRAVEL 3822233 09 FEB 02

ITEM GROSS P S A/L TKT NBR NET AMT PSGR NAME INVOICE

000001 2611.00A RF 2203344444540-542 2575.00 CRAIG/B

FA - MD2ABC TLI - NNY AGT-BB SID-XXX

TAIR CTL NBR – 0640026222

RN-2203344444541

NAME – CRAIG/BILLMR

TTL TAX - 36.00 COMM AMT - 154.40

FOP- CHECK

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Jul 07 1. 45

Special Notes 1. The above displays are identical for both paper and e-tickets with regard to the refund notice details 2. Digits 1-3 of the refund notice number represent the airline numeric code. Digits 4-13 represent the refund notice number (the ticket number) 3. A check digit for the refund notice number (ticket number) will print on the refund notice. It will not appear in the secondary DDL or the document history

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Jul 07 1. 46

REVERSE OF AUTOMATED PAPER REFUND Special Notes

1. Not applicable to Electronic Tickets (see page 1.27 for exceptions) 2. Only permitted on same day as original refund processed 3. There is no limit to the number of times a ticket can be refunded then reversed 4. To enable a TAIR message to be issued when a refund is reversed, the Agent’s A.I.R.

Interface Level must be set at 17 or higher. 5. DDL or DDP must be displayed prior to sending the reverse refund command and item

status must be RF. The item status will change to RR once the refund has been reversed. Reverse refund for Daily Document Log item 3 (or Daily Activity Report item 3)

DDRR3

Reverse refund for specific ticket number DDRR2205432109876 The following document history example shows the Interface refund reversal control number together with the date, time and location of the refund reversal (in bold). Also shown is an example of a refunded net fare amount.

*DH

1 05SEP1612 1P/XXX/BB*2203679554678 I030418 *I

TESTING/BETHANY.MISS@*ADT

**DOCUMENT COMMANDS**

EZ EZTLI|CLH|*R

**INTERFACE**

CTLNBR 0640030458

REFUND 0680030488

REFREV 0680030498

**DOCUMENT**

REFUND 09SEP1340 1P/XXX/BB/RN2203679554678

RFARE GBP283.00/TAX28.00/P10.00/GBP301.00 FULL/B

RCOMM COMM RECALL GBP19.83/

RTKT 2203679554678/12

RTAX GB5.00/UB8.40/FR4.80/YQ5.00/XF4.80

RPFC JFK3

RAUTH A/L AUTHORITY PER JOHN

RNET NET FARE GBP168.30

REFREV 09SEP1910 1P/XXX/BB

FOP CCCA 5411 7712 1234 9876 123456-GBP311.00

ENDOR NON-REFUNDABLE/NO CHGS/

(partial document history)

Special Note 1. In the case of multiple reverse refunds, the subscriber can only view the last transaction in

the document history. The system suppresses any previous refund elements when another refund is processed.

Display document history item 1, ALL DATA *DH1/AD

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Jul 07 1. 47

FURTHER INFORMATION SOURCE

General overview INFO REFITG Refund Index HELP REFBSP Error responses INFO REFBSPERR Entries and options HELP RENOPT FAQ’s INFO REFITQA Paper refunds HELP REFPRO Refund Notice document INFO REFITRN Print refund report HELP DD*RF Requirements/Restrictions INFO REFITRR/R Reprint refund notice HELP REFREP Template examples/explanations INFO REFITTEMP Reverse paper refund HELP REFREV Paper refunds INFO REFRPT Print refund report INFO DD*RF Reverse paper refund INFO REFREV

REFUNDS MANUAL

Jul 07

REFUNDS MANUAL

Jul 07