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AMADEUS AUTOMATED REFUNDS

AMADEUS AUTOMATED REFUNDS

Training Manual April 2010

Amadeus Automated Refunds

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INDEX

AMADEUS AUTOMATED REFUNDS ----------------------------------------------------------------------------------------------------- 4 FEATURES ----------------------------------------------------------------------------------------------------------------------------------- 4 BENEFITS------------------------------------------------------------------------------------------------------------------------------------- 4 EXPLANATION ---------------------------------------------------------------------------------------------------------------------------------- 5 REFUND RECORD UPDATION CRYPTIC ENTRIES --------------------------------------------------------------------------------- 6 REFUND RECORD MANUAL UPDATE ENTRIES ------------------------------------------------------------------------------------- 7 PASSENGER NAME-------------------------------------------------------------------------------------------------------------------- 7 DATE OF ISSUE ------------------------------------------------------------------------------------------------------------------------- 7 ADD DOCUMENT RANGE ------------------------------------------------------------------------------------------------------------ 8 DELETE DOCUMENT RANGE------------------------------------------------------------------------------------------------------- 8 ADD CHECK DIGIT --------------------------------------------------------------------------------------------------------------------- 9 ADD DOCUMENT COUOPNS ------------------------------------------------------------------------------------------------------- 9 DELETE DOCUMENT COUOPNS -------------------------------------------------------------------------------------------------10 DOCUMENT TYPE ---------------------------------------------------------------------------------------------------------------------10 ITINERARY TYPE ----------------------------------------------------------------------------------------------------------------------11 FARE PAID -------------------------------------------------------------------------------------------------------------------------------11 FARE USED------------------------------------------------------------------------------------------------------------------------------12 COMMISSION ---------------------------------------------------------------------------------------------------------------------------12 CANCELLATION PENALTY ---------------------------------------------------------------------------------------------------------13 CANCELLATION PENALTY COMMISSION -------------------------------------------------------------------------------------13 MISCELLANEOUS FEE---------------------------------------------------------------------------------------------------------------14 ADD TAX FOR REFUND -------------------------------------------------------------------------------------------------------------14 UPDATE EXISTING TAX -------------------------------------------------------------------------------------------------------------15 DELETE TAX ----------------------------------------------------------------------------------------------------------------------------15 TOUR CODE-----------------------------------------------------------------------------------------------------------------------------16 NET REFUND ---------------------------------------------------------------------------------------------------------------------------16 FORM OF PAYMENT------------------------------------------------------------------------------------------------------------------17 FORM OF PAYMENT AMOUNT ----------------------------------------------------------------------------------------------------18 REMARKS --------------------------------------------------------------------------------------------------------------------------------18 ORIGINAL ISSUE-----------------------------------------------------------------------------------------------------------------------18 FULL REFUNDS -------------------------------------------------------------------------------------------------------------------------------19 STEP1 -------------------------------------------------------------------------------------------------------------------------------------19 STEP 2 ------------------------------------------------------------------------------------------------------------------------------------19 STEP 3 ------------------------------------------------------------------------------------------------------------------------------------19 FULL REFUND EXAMPLES -------------------------------------------------------------------------------------------------------------21 PUBLISHED FARE FULL REFUND ---------------------------------------------------------------------------------------------------21 STEP1 -------------------------------------------------------------------------------------------------------------------------------------22 STEP2 -------------------------------------------------------------------------------------------------------------------------------------22 STEP 3 ------------------------------------------------------------------------------------------------------------------------------------22 STEP 4 ------------------------------------------------------------------------------------------------------------------------------------23 STEP 5 ------------------------------------------------------------------------------------------------------------------------------------23 NET FARE FULL REFUND --------------------------------------------------------------------------------------------------------------24 STEP 1 ------------------------------------------------------------------------------------------------------------------------------------24 STEP 2 ------------------------------------------------------------------------------------------------------------------------------------25 STEP 3 ------------------------------------------------------------------------------------------------------------------------------------25 STEP 4 ------------------------------------------------------------------------------------------------------------------------------------26 STEP 5 ------------------------------------------------------------------------------------------------------------------------------------26 STEP 6 ------------------------------------------------------------------------------------------------------------------------------------26 PARTIAL REFUNDS --------------------------------------------------------------------------------------------------------------------------27 PARTIAL REFUNDS EXAMPLES------------------------------------------------------------------------------------------------------27 PUBLISHED FARE PARTIAL REFUND ----------------------------------------------------------------------------------------------27 STEP1 -------------------------------------------------------------------------------------------------------------------------------------28 STEP 2 ------------------------------------------------------------------------------------------------------------------------------------28 STEP 3 ------------------------------------------------------------------------------------------------------------------------------------29 STEP 4 ------------------------------------------------------------------------------------------------------------------------------------29 STEP 5 ------------------------------------------------------------------------------------------------------------------------------------30

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STEP 6 ------------------------------------------------------------------------------------------------------------------------------------30 STEP 7 ------------------------------------------------------------------------------------------------------------------------------------31 STEP 8 ------------------------------------------------------------------------------------------------------------------------------------31 STEP 9 ------------------------------------------------------------------------------------------------------------------------------------31 NET FARE PARTIAL/HALF REFUNDS-----------------------------------------------------------------------------------------------32 STEP1 -------------------------------------------------------------------------------------------------------------------------------------32 STEP 2 ------------------------------------------------------------------------------------------------------------------------------------33 STEP 3 ------------------------------------------------------------------------------------------------------------------------------------34 STEP 4 ------------------------------------------------------------------------------------------------------------------------------------34 STEP 5 ------------------------------------------------------------------------------------------------------------------------------------35 STEP 6 ------------------------------------------------------------------------------------------------------------------------------------35 STEP 7 ------------------------------------------------------------------------------------------------------------------------------------36 STEP 8 ------------------------------------------------------------------------------------------------------------------------------------36 STEP 9 ------------------------------------------------------------------------------------------------------------------------------------37 STEP 10-----------------------------------------------------------------------------------------------------------------------------------37 STEP 11-----------------------------------------------------------------------------------------------------------------------------------37

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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

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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) 2) 3) TICKET NUMBER FA or FHE element from PNR Sequence number from the Query Report (TJQ Display)

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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 DATE OF ISSUE ADD DOC NUMBERS DELETE DOC NUMBERS CHECK DIGIT ADD TKT/DOC COUPONS DELETE TKT/DOC CPNS DOCUMENT TYPE ITINERARY FARE PAID FARE PAID IN ALTERNATE CURRENCY - FARE USED - COMMISSION TRFU/NM MINHAS MUHAMMAD ZAFAR MR /I 25JAN02 /DA 2 /DX 2 /D 1 DG 2 /D 1 C34 /D 2 C12 /DX 1 C34 /DX 2 C12 /TKT Y /S D /F 1000.00 /F NZD100000 /U 500.00 /FM 9 /FM 9N /FM 100.00A /CP 50.00A /CP 50 /CM 9 /CM 100.00A /MF 10 /TA10.00GB /TA10.00ZPMIA2 /TA10.00XFJFK4.5 /TU4-10.00 /TX 9 /TX 1-12 /TC NRD09900 /NF 10000.00 /FP 1 CASH /FP 2 CCVI111100002222... /FP A 1 1000.00 /CD 1 DATA /FO 1253700000007LON... /RM FREEFLOW /AA 10504Q59QBXE9C /FO 1253700000007LON... /RM FREEFLOW /AA 10504Q59QBXE9C

- CANCELLATION PENALTY - CANCELLATION PENALTY COMMISSION - MISCELLANEOUS FEE - ADD SPECIFIC TAX

- UPDATE EXISTING TAX - DELETE SPECIFIC TAX - TOUR CODE - NET REFUND - FORM OF PAYMENT FOP AMOUNT CUSTOMER FILE REF ORIGINAL ISSUE REMARKS AIRLINE AUTHORITY ORIGINAL ISSUE REMARKS AIRLINE AUTHORITY

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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

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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 2 System Response Slash, Document range identifier Number of consecutive document numbers to add

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

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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

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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 0000. To update this field, enter: TRFU/TKTY /TKT Slash, Document type field identifier Y Y (Yes), N (No)

System Response

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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

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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 650.00)

System Response:

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 7 7N 100.00A

System Response:

Slash, Commission Field Identifier Percentage Value for commission Percentage, Calculated on Net Fare Fixed Amount as commission

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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 100 100A

System Response

Slash, Cancellation Penalty field identifier Percentage (100%) Amount (QAR100.00)

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 7 100A

Slash, Commission applies on penalty field identifier Percentage (7%) Amount (QAR100.00)

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MISCELLANEOUS FEE In this field you can enter an amount for administrative charges related to the refund. To update this field, enter: TRFU/MF100.00 /MF Slash, Miscellaneous Fee field Identifier 100.00 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 260.00 Tax Amount GB Tax code 20.00 Tax Amount XF Tax Code JFK4.50 Airport/Segment Tax Breakdown (Three Alpha and 1-5 Characters including decimal placement) System Response:

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UPDATE EXISTING TAX To update existing tax amount, enter: TRFU/TU1-180.00 /TU Slash, Tax update field identifier 1 Tax number 1 Dash 180.00 Amount require (QAR180.00) System Response:

DELETE TAX To delete the individual tax, enter: TRFU/TX4 /TX Slash, Delete tax field identifier 4 Tax on Line number 4 System Response:

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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 System Response:

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/NF850.00 /NF Slash, Net refund field identifier 300.00 Net Refund Amount (QAR850.00) System Response:

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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 System Response:

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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/FPA11750.00 /FP Slash, Form of Payment field identifier A Amount Identifier 1 Form of Payment Number 1 1750.00 Amount for refund (QAR1750.00) System Response:

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/FO1254810067610DOH15APR1077777722 /FO Slash, Original issue field identifier 1254810067610 Document Number DOH Place of issue 15APR10 Date of issue 77777722 Document issued office IATA number

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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. TRF 125-4810006632 (Ticket Number) Using document number, enter: From PNR, enter: TRF/L6 (`'FA'' / `'FHE'' on line 6) From Query report (TJQ): TRF/ I ­ 001528 (Sequence number 001528) STEP 2 If any cancellation penalties enter: TRFU/CP100A Where: TRFU / CP 100 A

The transaction code to update refund record Slash Cancellation Fee Indicator Amount in Local Currency (Qatari Riyals) 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 System Response: OK ETKT RECORD UPDATED SAC- 125SDXU4IWDWO OK - REFUND PROCES

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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 125-4810006632/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

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FULL REFUND EXAMPLES

Following are the examples for full refund:

PUBLISHED FARE FULL REFUND

For example a ticket 125-4810067612 needs to be fully refunded with QAR100.00 Cancellation/Refund Penalty. The following steps will apply. PNR

QUERY REPORT

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STEP1 Initiate a refund and display refund record by using any one option of the following options: Using Document Number, enter: TRF125- 4810067612 (Ticket Number) From PNR, enter: TRF/L6 (`'FA'' on line number 6) From Query Report (TJQ): TRF/I- 003681 (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

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STEP 4 To display the e-ticket record, enter: TWD/TKT125-4810067612 System Response

STEP 5 To display the Query report for refunded documents, enter: TJQ/SOF/QTC-RFND System Response

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NET FARE FULL REFUND

Following are the steps for Net Fare full refund. For example an e-ticket 1254810067615 was issued for Published Fare QAR17450 and Net / Market Fare QAR10000.00 with taxes QAR1900.00 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: TRF125- 4810067615 (Ticket Number) From PNR, enter: TRF/L6 (`'FA'' on line number 6) From Query Report (TJQ): TRF/I- 003686 (Sequence Number) System Response:

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STEP 2 As per the Fare rule, QAR410.00 Penalty will apply before departure:

STEP 3 Update the cancellation penalty amount, enter: TRFU/CP410A System Response:

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STEP 4 To process the refund, enter: TRFP System Response:

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/TKT125-4810067615 System Response:

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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 1254810067614 was issued for Fare QAR26340 and taxes QAR1900.00 Issued E-ticket Record:

Travel Agent needs to be partially/Half refund with Fare QAR7440.00, Taxes QAR1260 and refund charges QAR100.00. The following steps will apply:

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STEP1 Initiate a refund and display refund record by using any one of the following options. Using document number, enter: TRF 125-4810067614 (Ticket Number) From PNR, enter: TRF/L6 (`'FA'' / `'FH'' on line 6) From Query report (TJQ): TRF/ I - 003683 (Sequence number 003683) System Response:

STEP 2 Update the utilised fare for used coupons, enter: TRFU/U18900 System Response:

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STEP 3 If any Cancellation/refund Penalties enter: TRFU/CP100A System Response:

STEP 4 To display Tax record, enter: TRFT System Response:

The utilized taxes are as: QAR 580.00 YQ (T1), QAR 20.00 YQ (T2) and QAR40.00 QA (T3). Refundable taxes are as: QAR 580.00 YQ, QAR 20.00 YQ, QAR520.00 GB and QAR140.00 UB

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STEP 5 To update refundable tax, enter: TRFU/TU1-580 (T1) TRFU/TU2-20 (T2) System Response:

STEP 6 The fully utilized tax QAR40.00 QA (T3) and needs to be deleted, enter: TRFU/TX3 System Response:

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STEP 7 To display active refund record panel, enter: TRF System Response:

STEP 8 To process Auto refund: TRFP System response:

STEP 9 To display Query report, enter: TJQ/SOF/QTC-RFND System Response:

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NET FARE PARTIAL/HALF REFUNDS

Following are the steps for Net Fare Partial/Half full refund. For example an e-ticket 1254810067616 was issued for Published Fare QAR17450 and Net / Market Fare QAR10000.00 with taxes QAR1900.00 Issued e-ticket Record:

Travel agent needs to be partially refunded with Net Fare QAR5000.00, Taxes QAR640.00 and Penalty QAR410.00. 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 125-4810067616 (Ticket Number) From PNR, enter: TRF/L6 (`'FA'' / `'FH'' on line 6) From Query report (TJQ): TRF/ I - 003687 (Sequence number 003683) System Response:

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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 Used Fare

QAR17450.00 QAR5000.00 {17450.00 ­ 5000.00 = 12450.00}

STEP 2 Update the Used Fare, enter: TRFU /U12450 System Response:

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STEP 3 Update the refundable NET FARE Amount (QAR5000.00), enter: TRFU/NF5000 System Response:

STEP 4 Update cancellation/Refund penalty (If Any), enter: TRFU/CP410A System Response:

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STEP 5 Display the TAX panel, enter: TRFT System Response:

The utilized taxes are as: QAR 580.00 YQ (T1), QAR 20.00 YQ (T2) and QAR40.00 QA (T3) Refundable taxes are as: QAR 580.00 YQ, QAR 20.00 YQ, QAR520.00 GB and QAR140.00 UB

STEP 6 To update refundable tax, enter: TRFU/TU1-580 (T1) TRFU/TU2-20 (T2) System Response:

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STEP 7 The fully utilized tax QAR40.00 QA (T3) and needs to be deleted, enter: TRFU/TX3 System Response:

STEP 8 To display active refund record panel, enter: TRF System Response:

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STEP 9 Update Refundable total Amount in the Form of payment, where QAR5850.00 is the net refundable total amount, enter: TRFU/FPA15850 System Response:

STEP 10 To process Auto refund: TRFP System response:

STEP 11 To display Query report, enter: TJQ/SOF/QTC-RFND System Response:

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