partial refunds functionality for apollo - travelport · of the coupon of the e-ticket as refunded...

October 12, 2009 © 2003 – 2009 Travelport, Inc. and Its Subsidiaries. All Rights Reserved.

Travelport Confidential – Not to Be Transmitted to Unauthorized Persons

Partial Refunds Functionality for Apollo®

Product Advisory Number: 682

Version: 02

Load To Production: 12-Oct-2009 22:00 EST 02:00

13-Oct-09 GMT

High Level Description:

The ability for the Apollo host to report partial refunds via the reporting file (RET) to BSP was implemented on September 14 of 2009.

The completion of the Refund functionality will be available to Canada’s market on October 12 of 2009:

1) Allow automated refunds of GT (Net Fares) modifier tickets.

2) Allow automated refunds of previously exchanged tickets

3) Allow the inclusion of waiver code for automated refunds.

Impact Summary: New Screens and error responses will be implemented with this functionality for Canada only.

Reason For Issue: New completion date of the Refund functionality for Canada plus details of extra functionality

Customer Impact:

Internal Only

Developers

Agency Customers

Airline Customers

eCommerce Customers

Car, Hotel, Rail or Cruise Customers

System:

Galileo

Apollo

Worldspan

Load To Copy: Not applicable EST GMT

Web Services: (API and Messaging) Not applicable

Issue History: Version 01 – Issued 21-AUG-09



Overview

Currently the Partial Refunds formats (HBRF…./RP) and the Full Refund format (HBRF…/RF) exist in Apollo and they are activated for Canada’s market only.

The Partial and Full Refunds functionality sends a message to the airline requesting to update the status of the coupon of the e-ticket as refunded and submits the full refund data to BSP automatically

The Refund Functionality allows Apollo Canada, Japan and Mexico subscribers to submit all types of refund transactions, send the data to BSP automatically, and continue sending a message to the airline requesting to update the status of the e-tkt to Refunded (RFND).

Customer Benefit • Elimination of manual process for refund transactions.

• Send Refund data automatically to BSP.

• Accelerate the payment of refund transactions to passengers.

• Send refund data through the MIR to the back office systems.

• Save time and effort for travel agents.

• Improve customer service.

Detail and Customer Examples

This functionality allows Apollo Canada, Japan and Mexico subscribers to submit refund transactions automatically and send refund data through the RET file to BSP.

Apollo subscribers can complete automated refund transactions of electronic tickets at the issuance IATA host location, if there are activated Selective Access agreements between the issuance and requestor location or if the Pseudo City codes are under the same group code.

This is a semi-manual Refund process because the system will not calculate the fare used, penalty amount or tax used automatically.



Supported Transactions

• Electronic ticket transactions

• Partially used e-tickets

• E-ticket coupons with status code OPEN and ARPT (airport)

• Unused e-tickets with a cancellation penalty

• Non refundable e-tickets with tax only refunds

• E-tickets where an exchange with refund/negative taxes requires the refund of the original ticket

• Previously exchanged e-tickets

• Net Fare e-ticket using the GT modifier

• Refund transactions requiring a Waiver Code

• Is valid for manually and automatically stored fares; public fares, airline private fares, agency private fares.

• Is valid for domestic, international and transborder itineraries.

Important information – the refund: • Must be requested by the same issuing agency • Is not permitted against completely used or voided e-tickets • Is valid if the electronic ticket record (ETR) resides in the airline database • Is for the same form of payment as the sale—cash, cheque, charge, or invoice, as specified by

the ticketing airline • May be requested when the validity of the ticket has not expired and issue date is within 13

months of refund date

Unsupported Transactions

The Apollo system will reject any type of a refund transaction if the ticket coupon(s) have been previously voided or the status of the coupon(s) being refunded has the following code:

Status Code Definition

CLSD Closed

VOID Voided

CKIN Check-In

IREG Irregular

LFTD Lifted

UNVL Unavailable



USED Used

RFND Refunded

Other non supported transactions

Paper Tickets

SATA tickets

TAT tickets

If the issue date of the e-ticket is older than 13 months.

If the electronic ticket record is not in the Airline Database.

Canada Only

Canada’s subscribers will continue using the Canadian Refunds tool for the following transaction only:

Refunds of VMPDs issued through BSP link

Error responses

Error responses for Unsupported Transactions

If the issue date of the e-ticket is older than 13 months.

If an attempt is made to issue a paper ticket number as a refund the system will respond:



If the status of the coupons of the e-ticket is as refunded RFND and the user tries to refund the e-tkt, the system will respond:

If the status of one of the coupons of the e-ticket is as USED and the other is as OPEN and the user tries to submit a full refund transaction the system will respond:

If the travel agency that is submitting the refund transaction is not the same agency that issued the original ticket and does not have Selective Access Agreements activated between both Pseudo City Codes or if the AAT table of both PCCs are not in the same group code

If the computation of the Total Refund due Amount does not match with the refund values of base fare used and taxes, the system will respond:



If the refund transaction is of a Net Fare (GT) or a previously exchanged ticket and the RF modifier is used incorrectly

Formats

These are the formats and differences that will be used with this new functionality.

Note: The RF, RP and RC modifiers are currently used in Canada.

Full Refund Transactions

Full refunds are considered tickets that have not been used and fares that do not have a cancellation penalty.

For full refund transactions there are no information screens to fill out.

Using this format the system will send a message requesting the airline to change the status of the electronic ticket as refunded (RFND), the refund data is sent to BSP for settlement and the refund data is sent through the MIR to the back office system and the DAR/TINs table is updated with the refund information..

HBRFXXXXXXXXXXXXX/RF/RC-XX

HBRF Generic refund format

XXXXXXXXXXXXX Electronic ticket number without check digit number

/ Delimiter

RF Full Refund

RC- Routing code Applicable for Canada only



If the refund transaction has a Waiver code provided from the airline, the Waiver Code modifier can be added after the RC code modifier:

HBRFXXXXXXXXXXXXX/RF/RC-XX/WC-ABC123

Waiver code:

1-14 freeform alpha numeric characters

Optional modifier

Not populated in Refund Screens 1 or 2.

Not populated in Tins and Dar.

Included in the reporting and settlement of the refund transaction

Printed in the refund authorization form

Example:

System response:



The status of the electronic ticket is updated in the airline database and the Electronic Ticket Record shows the status of the coupon as refunded (RFND). The refund data is sent to BSP for settlement.

Example:

Formats for Partial Refunds.

Partial Refund refers to a ticket that has been partially used, or a ticket that has not been used but has a cancellation penalty, or when only taxes will be refunded.

Using this format the system will send a message requesting the airline to change the status of the electronic ticket as refunded (RFND), the refund data is sent to BSP for settlement, and the refund data is sent through the MIR to the back office system and the DAR/TINs table is updated with the refund information.

Refunding of Net Fare (GT) and previously exchanged tickets are only allowed via the RP (partial) refund modifier. The Partial Refund Format is also used for full and partial refund transactions that have previously exchanged tickets or Net Fares (GT).



There are two screens when the Partial Refund format is used. There are examples and explanations to each field of this functionality later on in this document.

HBRFXXXXXXXXXXXXX/RP/RC-XX



/ Delimiter

RP Partial Refund

RC- Routing code Applicable for Canada only

If the refund transaction has a Waiver code provided from the airline, the Waiver Code modifier can be added after the RC code modifier:

HBRFXXXXXXXXXXXXX/RP/RC-XX/WC-ABC123

Format to advise the airline to change the status of the e-tkt coupon without sending data to BSP for settlement.

This format is used when the airline does not participate in direct or automated refunds with the GDS and the e-tkt refund transaction is submitted in BSP link. There is no information screen to fill out.

No RF, RP and RC modifiers are required for this format. If the RP or RF modifiers are added in error and the e-ticket has not been used or partially used, it might be that the system allows to submit the full or partial refund transaction.

HBRFXXXXXXXXXXXXX





Example:

System response

Partial Refund Screens

Partial Refund Screens No 1



Partial Refund Screen No 2

Fields of Partial Refund Screen Number 1

This screen applies to Partial Refund transactions only. Once the refund format with the RP modifier is submitted, Apollo will retrieve the original electronic ticket/document data from the airline system database and use this data to populate the fill-in format screen. There are fields in the Partial Refunds Screen where the user needs to add the information manually.

The system does not allow changes to the data pre-populated automatically in the Partial Refunds screens.

This is a semi-automated Partial Refund Functionality. The user needs to calculate the new fare vs. the old fare and verify manually if a penalty applies. The data is entered manually.

Screen # 1

The data and fields that will be automatically populated in the new Partial Refund screen 1 are as follows along with their description:

Name Last/First name of the passenger as entered in the PNR.

Document Number Document number of electronic ticket being refunded.



Unused Coupons Coupon(s) to be refunded. These will reflect the coupon(s) with OPEN or ARPT status code in the electronic ticket record (ETR).

Issue Date The original issue date of the e-ticket (DDMMMYY).

IATA The IATA number of the agency who issued the original e-ticket.

Tour Code The tour code as entered by agent in the stored fare of the original ticket issued. If the stored fare does not have Tour Code data, this field will be blank and the system will not allow addition the Tour Code data manually.

Currency The three letter currency code.

Form of Payment The form of payment as originally used on the ticket being refunded.

Base Fare Paid The base fare paid for ticket being refunded

If the refund transaction is of a previously exchanged ticket or a Net Fare (GT), Apollo will leave this field blank and the base fare paid amount must be entered manually.

Manual Data added in the Partial Refunds Screen 1

For the fields where data is not pre-populated in the Partial Refunds Screen. The system allows to tab and enter the data manually. These are the fields where data needs to be added manually:

Base Fare Paid If the refund transaction is of a previously exchanged ticket or a Net Fare (GT), Apollo will leave this field blank and the base fare paid amount must be entered manually.

Maximum amount of allowable characters is 9, including decimal placement (highest value: 999999.99).

Recall Commission Commission amount to be returned to the airline for the refunded coupon(s). The commission amount can be entered as an amount: 10.00 for $10 or as a percentage: 10/ for 10%.

Base Fare Used Base fare used. Amounts must be entered with decimal placements (ex: 1260.00). For tax-only refunds, the user will enter 0.00.



Penalty Amount Applicable airline penalty fee amount (excluding taxes). Amount must be entered with decimal placements (e.g.: 100.00). Leave blank if no penalty fee applies.

Base Fare Refund Base fare refund amount in this field. Amounts must be entered with decimal placements (e.g.: 526.78). For tax-only refunds, enter 0.00.

Net Fare Amount Applicable to point of sale Japan only.

Total Refund Due Total refund amount due. May be left blank if Refund on Taxes is set to Y, total refund due may be entered in Screen 2.

Refund on Taxes (Y/N) Apollo allows the user to tab and enter Y or N in this field. If no taxes are to be refunded, then the user will enter N, if taxes are to be refunded, then the user will enter Y.

If there are applicable refundable taxes, the user will enter Y at this field and Apollo will display Screen 2.

Fields of the Partial Refund Screen 2

The system will pre-populate the data of the Base Fare Paid, Recall Commission, Base Fare Used, Penalty Amount, Base Fare Refund automatically.

The system does not allow changes to the data pre-populated automatically in the Partial Refunds screen 2. If changes are required in the Recall Commission, Base Fare Used, Penalty Amount, Base Fare Refund fields, the user must tab at $HBRF1 to return to Screen 1 to make changes to this field.

The data and fields that will be populated in the Partial Refund screen 2 automatically are:

Base Fare Paid The information as populated in this field from Screen 1. No changes may be made to this field.

Recall Commission The information as populated in this field from Screen 1. No changes to this field may be made from Screen 2.

Base Fare Used Apollo pre-populates with the information as populated in this field from Screen 1. No changes to this field may be made from Screen 2.



Penalty Amount The information as populated in this field from Screen 1. No changes to this field may be made from Screen 2.

Base Fare Refund The information as populated in this field from Screen 1. No changes to this field may be made from Screen 2.

Net Fare Amount Applicable to Japan only.

Manual Data added in the Partial Refunds Screen 2

Refundable Taxes– Applicable refundable tax amounts and associated tax codes.

The system allows users to enter up to 20 tax amounts and tax codes.

Tax amounts must be entered with decimal placement (e.g.: 10.50).

If there are more than 20 refundable taxes, tax field 20 must be an XT tax and the remaining tax amounts must be totaled in tax field 20. XT may only be entered in tax field 20 and only if taxes 1-19 are populated.

Refundable U.S. Passenger Facility Charges (PFCs)

Applicable refundable PFC airport city code and amount in each of the APT fields. The amounts are to be entered in currency of point of sale with proper decimal placement.

Total Refund Due Total refund amount due.

HBRF1 Apollo allows the user to tab and enter to go back to Screen 1 and make changes/corrections as needed. The user can tab and enter at this field anytime while in Screen 2.The user must go to Screen 2 to submit the partial refund once the changes are made in Screen 1.

Validation of Data entered in the Partial Refund Screen(s).

The Apollo system will validate the amounts pre-populated and manually entered in the Refund screens that match the amounts exactly.



Screen 1, Partial Refund Validation

If the user enters N in the refundable taxes apply field, the system will validate and confirm that the amounts entered in Screen 1 are correct using the following computation:

Base Fare Refund

Minus Penalty Amount

Equals Total Refund Due

If the Total Refund Due amount is incorrect, Apollo will display an error.

Error response

INCORRECT TOTAL REFUND DUE.

If the computation is correct, Apollo will respond with the following message upon submission of the partial refund:

PARTIAL REFUND TRANSACTION HAS BEEN SUBMITTED SUCCESSFULLY.

Screen 2, Partial Refund Validation

Apollo will validate and confirm that the amounts are correct using the following computation:

Base Fare Refund

Minus Penalty Amount

Plus Total of refundable taxes

Plus Total of refundable PFCs

Equals Total Refund Due

If the computation does not is equal, Apollo will display an error response:

INCORRECT TOTAL REFUND DUE.

If the computation is correct, Apollo will respond with the following message upon submission of the partial refund:

PARTIAL REFUND TRANSACTION HAS BEEN SUBMITTED SUCCESSFULLY.

If only tax(es) are to be refunded, the system will validate tax amounts entered in the refund screen only.



Examples

All these examples are for illustration purposes only.

Example # 1

Partial Refund Transaction with penalty amount, without Tax Amounts to be refunded, with BSP Reporting and Settlement and sending a message to the airline requesting to change the status of the coupon of the electronic ticket.

HBRF0169900434276/RP/RC-XX

Note: RC-XX is a mandatory field for Canada’s market only.

The system does not allow changes to the data pre-populated automatically in the fields; Name, document number, Unused coupons, Issue Date, Iata, Tour Code, Currency, Form of Payment and Base Fare Paid.

New Screen Display



System response once screen has been completed and submitted successfully.

Electronic Ticket Record



Example # 2

Partial Refund Transaction with tax refunds only with BSP Reporting and Settlement and sending a message to the airline requesting to change the status of the coupon of the electronic ticket.

A tax can be refunded only when the Passenger has an unused e-ticket that he/she is not planning on using as a credit, ie, he/she had a year to use it and did not purchase a new ticket.

Electronic Ticket Record



Partial Refunds Screen # 1

Format:

HBRF0169900434278/RP/RC-01


It is very important to add 0.00 in the base fare used and base fare refund fields when the transaction is refund tax only. The system identifies these amounts as tax refund only.

Partial Refund Screen # 2



System Response once screen has been completed and the amounts are correct

Example 3

Partial Refund Transaction without penalty amount, with Tax Amounts to be refunded, with BSP Reporting and Settlement and sending a message to the airline requesting to change the status of the coupon of the electronic ticket.

Electronic Ticket Record (ETR)



Partial Refund format: HBRF0169900434279/RP/RC-01




The user selects Refund on Taxes on the first screen.

The system displays the second screen of the Partial Refunds.



The system pre-populates the Base Fare Paid, Base Fare Used and Base Fare Refund automatically.

System Response once screen has been completed and the amounts are correct

Example # 4

Full Refund Transaction. with BSP Reporting and Settlement and sending a message to the airline requesting to change the status of the coupon of the electronic ticket.

Electronic Ticket Record (ETR)



Format of Full Refund Transaction

HBRF0129900434285/RF/RC-01


System Response

Display of the Electronic Ticket Record after the Full Transaction was submitted.

The status of the e-tkt coupon has been changed from OPEN to Refunded RFND.



Example # 5

Refund Transaction submitted in BSPlink and sending a message to the airline to change the status of the e-tkt coupon from OPEN to Refunded RFND.

Format:

HBRF0019900434286

This format does not required RP, RF and RC modifiers.

System Response:

Display of the Electronic Ticket Record (ETR)



TINS Report

The system will populate the Refund Amount in the agency DAR/TINS report in the totals area at the bottom of the TINS report. The HMPR*L modifier displays the refunded transactions.

Example:



Updating MIR Tables

Before you can issue a refund MIR, your MIR Options and MIR Types tables need to allow refund MIRs.

1.1.1 MIR Options Table

Use the following steps to update your MIR Options table to allow refund MIRs.

1. To display the MIR Options table, enter: MMOD

The MIR Options table appears.



2. If the Refund Data field on the last line is set to:

• Y, no action is necessary.

• N, change it to Y, tab to the last field on the screen, and press Enter.

1.1.2 MIR Types Table

Use the following steps to update your MIR Types table to allow refund MIRs.

1. To display the MIR Types table, enter: MMTD

The MIR Types table appears.

2. If the Refund field on the middle line is set to:

• Y, no action is necessary.

• N, change it to Y, tab to the last field on the screen, and press Enter.



Glossary

Term Definition

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partial refunds functionality for apollo - travelport · of the coupon of the e-ticket as refunded...

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