AMADEUS AUTOMATED REFUNDS AMADEUS AUTOMATED REFUNDS

Transcription

1 AMADEUS AUTOMATED REFUNDS AMADEUS AUTOMATED REFUNDS Training Manual April 2010

2 2 INDEX AMADEUS AUTOMATED REFUNDS FEATURES BENEFITS EXPLANATION REFUND RECORD UPDATION CRYPTIC ENTRIES REFUND RECORD MANUAL UPDATE ENTRIES PASSENGER NAME DATE OF ISSUE ADD DOCUMENT RANGE DELETE DOCUMENT RANGE ADD CHECK DIGIT ADD DOCUMENT COUOPNS DELETE DOCUMENT COUOPNS DOCUMENT TYPE ITINERARY TYPE FARE PAID FARE USED COMMISSION CANCELLATION PENALTY CANCELLATION PENALTY COMMISSION MISCELLANEOUS FEE ADD TAX FOR REFUND UPDATE EXISTING TAX DELETE TAX TOUR CODE NET REFUND FORM OF PAYMENT FORM OF PAYMENT AMOUNT REMARKS ORIGINAL ISSUE FULL REFUNDS STEP STEP STEP FULL REFUND EXAMPLES PUBLISHED FARE FULL REFUND STEP STEP STEP STEP STEP NET FARE FULL REFUND STEP STEP STEP STEP STEP STEP PARTIAL REFUNDS PARTIAL REFUNDS EXAMPLES PUBLISHED FARE PARTIAL REFUND STEP STEP STEP STEP STEP

3 3 STEP STEP STEP STEP NET FARE PARTIAL/HALF REFUNDS STEP STEP STEP STEP STEP STEP STEP STEP STEP STEP STEP

4 4 AMADEUS AUTOMATED REFUNDS Amadeus automated refunds allow you to refund sale documents and electronic tickets quickly and easily for tickets issued on 364days in the past. The refund transactions you enter search for data stored in the central ticketing server's document database. If the data is still available, the system uses it to create a refund record. Data is normally stored in the system for 180 days. If the data is no longer available, you enter details of the refund manually into a blank refund record. You can process refund records directly for full refunds, or manually update them for partial refunds. Here is an example of a query report that contains refunded documents. They are indicated by the 'RFND' transaction type code in the last column. FEATURES Automatic Population of a refund record using stored ticket data Interactive Automated refund of Electronic tickets Automated refund of paper tickets. Full and Partial refund capability BENEFITS Increased efficiency Increased productivity Increased flexibility

5 5 EXPLANATION Ticket issued on 364days in the past. You can process two type of refunds FULL - To refund all coupons of the ticket PARTIAL- To refund only some coupons of the ticket You can refund e-ticket coupons that have an OPEN: O status. Status indicators are received from the airline along with Electronic Ticket Settlement Authorization Code (ESAC). Both the status indicator and ESAC are used by the system to create the refund record. Refunded coupons are indicated as REFUNDED: R in the e-ticket record and in the Airline system where the e-ticket record is stored. The Automate refund can be used in three different ways. You can generate automated refund by : 1) TICKET NUMBER 2) FA or FHE element from PNR 3) Sequence number from the Query Report (TJQ Display)

6 6 REFUND RECORD UPDATION CRYPTIC ENTRIES The refund transactions you enter search for data stored in the central ticketing server's document database. If the data is still available, the system uses it to create a refund record. Data is normally stored in the system for 180 days. If the data is no longer available, you enter details of the refund manually into a blank refund record. You can process refund records directly for full refunds, or manually update them for partial refunds. Following cryptic entries are to update a refund record. - PASSENGER NAME TRFU/NM MINHAS MUHAMMAD ZAFAR MR - DATE OF ISSUE /I 25JAN02 - ADD DOC NUMBERS /DA 2 - DELETE DOC NUMBERS /DX 2 - CHECK DIGIT /D 1 DG 2 - ADD TKT/DOC COUPONS /D 1 C34 /D 2 C12 - DELETE TKT/DOC CPNS /DX 1 C34 /DX 2 C12 - DOCUMENT TYPE /TKT Y - ITINERARY /S D - FARE PAID /F FARE PAID IN ALTERNATE CURRENCY /F NZD FARE USED /U COMMISSION /FM 9 /FM 9N /FM A - CANCELLATION PENALTY /CP 50.00A /CP 50 - CANCELLATION PENALTY /CM 9 COMMISSION /CM A - MISCELLANEOUS FEE /MF 10 - ADD SPECIFIC TAX /TA10.00GB /TA10.00ZPMIA2 /TA10.00XFJFK4.5 - UPDATE EXISTING TAX /TU DELETE SPECIFIC TAX /TX 9 /TX TOUR CODE /TC NRD NET REFUND /NF FORM OF PAYMENT /FP 1 CASH /FP 2 CCVI FOP AMOUNT /FP A CUSTOMER FILE REF /CD 1 DATA - ORIGINAL ISSUE /FO LON... - REMARKS /RM FREEFLOW - AIRLINE AUTHORITY /AA 10504Q59QBXE9C - ORIGINAL ISSUE /FO LON... - REMARKS /RM FREEFLOW - AIRLINE AUTHORITY /AA 10504Q59QBXE9C

7 7 REFUND RECORD MANUAL UPDATE ENTRIES Following are the cryptic entries to update the refund records: PASSENGER NAME This field contains the passenger name and the title printed on the document you are refunding. To update this field, enter: TRFU/NMMINHAS ZAFAR MR /NM Slash, Name field Identifier MINHAS ZAFAR Passenger Name MR Title System Response DATE OF ISSUE This field contains the date on which the document you are refunding was originally issued. To update this field, enter: TRFU/I25NOV09 /I Slash, Issue Date Identifier 25NOV09 Date of Issue System Response

8 8 ADD DOCUMENT RANGE This field contains the ticket/document number or number range of the documents you are refunding. To add two conjunction tickets for example, enter: TRFU/DA2 /DA Slash, Document range identifier 2 Number of consecutive document numbers to add System Response DELETE DOCUMENT RANGE To delete the document numbers from the existing number range, enter: TRFU/DX2 /DX Slash, Delete range Identifier 2 Number of consecutive document numbers to delete System Response

9 9 ADD CHECK DIGIT To add check digit, enter TRFU/D1DG6 /D Slash, Document Field Identifier 1 Number of the document to which check digit applies DG Check digit Identifier 6 Check digit System Response ADD DOCUMENT COUOPNS This field contains the unused coupons of the document you are refunding. To add coupons, enter: TRFU/D1C34/D2C12 /D1 Slash, Document Number 1 field identifier C34 Coupon number 3 and 4 /D2 Slash, Document Number 2 field identifier C12 Coupon number 1 and 2 System Response

10 10 DELETE DOCUMENT COUOPNS To delete existing coupon, enter: TRFU/DX1C12/DX2C34 /DX Slash, Delete document identifier 1 Document number 1 C12 Coupon 1 and 2 (Used coupons to delete) /DX Slash, Delete document identifier 2 Document number 2 C34 Coupon 3 and 4 (Unwanted coupons to delete) System Response DOCUMENT TYPE The document type field identifies whether or not there is a document coupon to refund. For documents to be refunded, this field must be set to y for yes. When this field is set to Y, it is mandatory to have a value in the coupons field. If there is no document coupon available for refund, for example in specific cases of denied boarding or downgrading, this field can be set to n for no and the coupons field to To update this field, enter: TRFU/TKTY /TKT Slash, Document type field identifier Y Y (Yes), N (No) System Response

11 11 ITINERARY TYPE This field identifies the type of sale (Domestic or International) of the document you are refunding. To update this field, enter: TRFU/SI /S Slash, Type of sale field identifier I I (International), D (Domestic) System Response FARE PAID This field contains the original fare paid (excluding taxes) of the document you are refunding. To update this field, enter: TRFU/F1500 /F Slash, Fare paid field Identifier 1500 Fare Paid Amount (1 11 characters) System Response

12 12 FARE USED This field contains the fare that applies to the coupons of the document that have already been used. To update this field, enter: TRFU/U650 /U Slash, Used Fare field Identifier 650 Used Fare Amount (QAR ) COMMISSION This field contains the commission that applies to the original sale of the document you are refunding. To update this field, you can make the following entries: TRFU/FM7 TRFU/FM7N TRFU/FM100.00A /FM Slash, Commission Field Identifier 7 Percentage Value for commission 7N Percentage, Calculated on Net Fare A Fixed Amount as commission

13 13 CANCELLATION PENALTY This field contains the cancellation penalty that applies to the refund. To update this field, you can make the following entries: TRFU/CP100 TRFU/CP100A /CP Slash, Cancellation Penalty field identifier 100 Percentage (100%) 100A Amount (QAR100.00) System Response Note: If you don t enter the Amount indicator (A) in your entry, the system defaults to percentage. CANCELLATION PENALTY COMMISSION This field contains the commission that applies to the cancellation penalty charged for the refund. To update this field, you can make the following entries: TRFU/CM7 TRFU/CM100A /CM Slash, Commission applies on penalty field identifier 7 Percentage (7%) 100A Amount (QAR100.00)

14 14 MISCELLANEOUS FEE In this field you can enter an amount for administrative charges related to the refund. To update this field, enter: TRFU/MF /MF Slash, Miscellaneous Fee field Identifier Amount (QAR100.00) ADD TAX FOR REFUND This is the sum of the unused refundable taxes in the refundable tax record. You can add, update and delete individual taxes in the refundable tax record. To display the tax record from the refund record, enter: TRFT To add an individual unused tax, enter one of the following: TRFU/TA260.00GB TRFU/TA20.00XFJFK4.50 /TA Slash, Tax add field identifier Tax Amount GB Tax code Tax Amount XF Tax Code JFK4.50 Airport/Segment Tax Breakdown (Three Alpha and 1-5 Characters including decimal placement)

15 15 UPDATE EXISTING TAX To update existing tax amount, enter: TRFU/TU /TU Slash, Tax update field identifier 1 Tax number 1 - Dash Amount require (QAR180.00) DELETE TAX To delete the individual tax, enter: TRFU/TX4 /TX Slash, Delete tax field identifier 4 Tax on Line number 4

16 16 TOUR CODE This field contains the fare discount code/tour code that applies to the document you are refunding. To update this field, enter: TRFU/TCNRD00500 /TC Slash, Tour code Field Identifier NRD00500 Tour code NET REFUND This field is used for net remit tickets. It contains the net fare amount to be refunded. The net refund must be equal to or less than the fare paid value. To update this field, enter: TRFU/NF /NF Slash, Net refund field identifier Net Refund Amount (QAR850.00)

17 17 FORM OF PAYMENT This field contains the form or forms of payment for the document you are refunding and for the refund. You can enter up to three different forms of payment. To update this field, enter, for example: TRFU/FP1CASH /FP Slash, Form of payment Field Identifier 1 Form of payment number 1 CASH

18 18 FORM OF PAYMENT AMOUNT This is the amount to be refunded for a specific form of payment. To update the form of payment amount, enter: TRFU/FPA /FP Slash, Form of Payment field identifier A Amount Identifier 1 Form of Payment Number Amount for refund (QAR ) REMARKS In this field you can enter additional information related to the refund. To update this field, enter: TRFU/RMDUE TO NO OPERATION /RM Slash, Remarks field identifier DUE NO OPER.. Free flow text ORIGINAL ISSUE This field contains the original issue information, when you are refunding an exchange document. To update this field, enter: TRFU/FO DOH15APR /FO Slash, Original issue field identifier Document Number DOH Place of issue 15APR10 Date of issue Document issued office IATA number

19 19 FULL REFUNDS Following are the steps to process the full refund on Amadeus which is reported to the local BSP. STEP1 Initiate a refund and display the refund record by using any one of the following options. Using document number, enter: TRF (Ticket Number) From PNR, enter: TRF/L6 ( FA / FHE on line 6) From Query report (TJQ): TRF/ I (Sequence number ) STEP 2 If any cancellation penalties enter: TRFU/CP100A Where: TRFU The transaction code to update refund record / Slash CP Cancellation Fee Indicator 100 Amount in Local Currency (Qatari Riyals) A Amount Indicator NOTE: When you refund a document with a cancellation penalty and you do not specify amount indicator (A), the system consider the default to always be a percentage (P). STEP 3 To process the refund, enter: TRFP OK ETKT RECORD UPDATED SAC- 125SDXU4IWDWO OK - REFUND PROCES

20 20 The status of all refunded coupons in the e-ticket record is changed to 'R' (refunded) after which it can not be reversed to O / A In the PNR, the existing FA element for the refunded ticket is removed, stored in the PNR history, and replaced by a new FA element that includes the ER status code; this indicates that the ticket has been refunded. For Example: Electronic Ticket Refund: FA PAX /ERBA/S2-3 Here: ER Status Code (Electronic Ticket Refunded) You can ignore a refund record at any time prior to processing (TRFP) the record with the following entry: TRFIG From the Query Report (TJQ) display, you can cancel a refund record (If Airline Support cancels function for refunds) that has already been processed by entering the following before the sales report reported to local BSP: TRDC/001537

21 21 FULL REFUND EXAMPLES Following are the examples for full refund: PUBLISHED FARE FULL REFUND For example a ticket needs to be fully refunded with QAR Cancellation/Refund Penalty. The following steps will apply. PNR QUERY REPORT

22 22 STEP1 Initiate a refund and display refund record by using any one option of the following options: Using Document Number, enter: TRF (Ticket Number) From PNR, enter: TRF/L6 ( FA on line number 6) From Query Report (TJQ): TRF/I (Sequence Number) System Response STEP2 Update the Cancellation/Refund Penalty, enter: TRFU/CP100A System Response STEP 3 To process the Automated Refund: TRFP System Response

23 23 STEP 4 To display the e-ticket record, enter: TWD/TKT System Response STEP 5 To display the Query report for refunded documents, enter: TJQ/SOF/QTC-RFND System Response

24 24 NET FARE FULL REFUND Following are the steps for Net Fare full refund. For example an e-ticket was issued for Published Fare QAR17450 and Net / Market Fare QAR with taxes QAR Issued e-ticket Record: STEP 1 Initiate a refund and display refund record by using any one option of the following options: Using Document Number, enter: TRF (Ticket Number) From PNR, enter: TRF/L6 ( FA on line number 6) From Query Report (TJQ): TRF/I (Sequence Number)

25 25 STEP 2 As per the Fare rule, QAR Penalty will apply before departure: STEP 3 Update the cancellation penalty amount, enter: TRFU/CP410A

26 26 STEP 4 To process the refund, enter: TRFP STEP 5 To display the Query report for refunded documents, enter: TJQ/SOF/QTC-RFND System Response STEP 6 To display the e-ticket record, enter: TWD/TKT

27 27 PARTIAL REFUNDS We use partial refunds option to refund some unused coupons of the documents. When partial refund is required the data can be changed by using TRFU transaction. PARTIAL REFUNDS EXAMPLES Following are the examples for the partial refunds PUBLISHED FARE PARTIAL REFUND For example an e-ticket was issued for Fare QAR26340 and taxes QAR Issued E-ticket Record: Travel Agent needs to be partially/half refund with Fare QAR , Taxes QAR1260 and refund charges QAR The following steps will apply:

28 28 STEP1 Initiate a refund and display refund record by using any one of the following options. Using document number, enter: TRF (Ticket Number) From PNR, enter: TRF/L6 ( FA / FH on line 6) From Query report (TJQ): TRF/ I (Sequence number ) STEP 2 Update the utilised fare for used coupons, enter: TRFU/U18900

29 29 STEP 3 If any Cancellation/refund Penalties enter: TRFU/CP100A STEP 4 To display Tax record, enter: TRFT The utilized taxes are as: QAR YQ (T1), QAR YQ (T2) and QAR40.00 QA (T3). Refundable taxes are as: QAR YQ, QAR YQ, QAR GB and QAR UB

30 30 STEP 5 To update refundable tax, enter: TRFU/TU1-580 (T1) TRFU/TU2-20 (T2) STEP 6 The fully utilized tax QAR40.00 QA (T3) and needs to be deleted, enter: TRFU/TX3

31 31 STEP 7 To display active refund record panel, enter: TRF STEP 8 To process Auto refund: TRFP System response: STEP 9 To display Query report, enter: TJQ/SOF/QTC-RFND

32 32 NET FARE PARTIAL/HALF REFUNDS Following are the steps for Net Fare Partial/Half full refund. For example an e-ticket was issued for Published Fare QAR17450 and Net / Market Fare QAR with taxes QAR Issued e-ticket Record: Travel agent needs to be partially refunded with Net Fare QAR , Taxes QAR and Penalty QAR The following are the steps will apply: STEP1 Initiate a refund and display refund record by using any one of the following options. Using document number, enter: TRF (Ticket Number) From PNR, enter: TRF/L6 ( FA / FH on line 6) From Query report (TJQ): TRF/ I (Sequence number )

33 33 USED FARE CALCULATION The following formula will apply to calculate the used fare: {FARE PAID (Published) FARE REFUNDABLE (Net Fare) = FARE USED} Here: FARE PAID REFUNDABLE NET FARE QAR QAR Used Fare { = } STEP 2 Update the Used Fare, enter: TRFU /U12450

34 34 STEP 3 Update the refundable NET FARE Amount (QAR ), enter: TRFU/NF5000 STEP 4 Update cancellation/refund penalty (If Any), enter: TRFU/CP410A

35 35 STEP 5 Display the TAX panel, enter: TRFT The utilized taxes are as: QAR YQ (T1), QAR YQ (T2) and QAR40.00 QA (T3) Refundable taxes are as: QAR YQ, QAR YQ, QAR GB and QAR UB STEP 6 To update refundable tax, enter: TRFU/TU1-580 (T1) TRFU/TU2-20 (T2)

36 36 STEP 7 The fully utilized tax QAR40.00 QA (T3) and needs to be deleted, enter: TRFU/TX3 STEP 8 To display active refund record panel, enter: TRF

37 37 STEP 9 Update Refundable total Amount in the Form of payment, where QAR is the net refundable total amount, enter: TRFU/FPA15850 STEP 10 To process Auto refund: TRFP System response: STEP 11 To display Query report, enter: TJQ/SOF/QTC-RFND