amadeus: AMADEUS AUTOMATED REFUNDS

AMADEUS AUTOMATED REFUNDS

AMADEUS

AUTOMATED

REFUNDS

Training Manual

April 2010

Amadeus Automated Refunds

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

Amadeus Qatar Training Services

Amadeus Automated Refunds

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 :

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

- 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

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

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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

MINHAS ZAFAR

System Response

Slash, Name field Identifier

Passenger Name

Title

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

25NOV09

Slash, Issue Date Identifier

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

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

System Response

Slash, Delete range Identifier

Number of consecutive document numbers to delete

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ADD CHECK DIGIT

To add check digit, enter TRFU/D1DG6

System Response

Slash, Document Field Identifier

Number of the document to which check digit applies

Check digit Identifier

Check digit

ADD DOCUMENT COUOPNS

This field contains the unused coupons of the document you are refunding. To add

coupons, enter: TRFU/D1C34/D2C12

/D1

C34

/D2

C12

System Response

Slash, Document Number 1 field identifier

Coupon number 3 and 4

Slash, Document Number 2 field identifier

Coupon number 1 and 2

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DELETE DOCUMENT COUOPNS

To delete existing coupon, enter: TRFU/DX1C12/DX2C34

/DX

C12

/DX

C34

System Response

Slash, Delete document identifier

Document number 1

Coupon 1 and 2 (Used coupons to delete)

Slash, Delete document identifier

Document number 2

Coupon 3 and 4 (Unwanted coupons to delete)

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

System Response

Slash, Document type field identifier

Y (Yes), N (No)

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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

System Response

Slash, Type of sale field identifier

I (International), D (Domestic)

FARE PAID

This field contains the original fare paid (excluding taxes) of the document you are refunding. To

update this field, enter: TRFU/F1500

1500

System Response

Slash, Fare paid field Identifier

Fare Paid Amount (1 - 11 characters)

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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

650

System Response:

Slash, Used Fare field Identifier

Used Fare Amount (QAR 650.00)

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

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

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

100.00

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

260.00

20.00

JFK4.50

Slash, Tax add field identifier

Tax Amount

Tax code

Tax Amount

Tax Code

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

180.00

System Response:

Slash, Tax update field identifier

Tax number 1

Dash

Amount require (QAR180.00)

DELETE TAX

To delete the individual tax, enter: TRFU/TX4

/TX

System Response:

Slash, Delete tax field identifier

Tax on Line number 4

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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

NRD00500

System Response:

Slash, Tour code Field Identifier

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/NF850.00

/NF

300.00

System Response:

Slash, Net refund field identifier

Net Refund Amount (QAR850.00)

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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

CASH

System Response:

Slash, Form of payment Field Identifier

Form of payment number 1

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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

1750.00

System Response:

Slash, Form of Payment field identifier

Amount Identifier

Form of Payment Number 1

Amount for refund (QAR1750.00)

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 OPER¼.. 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

1254810067610

DOH

15APR10

77777722

Slash, Original issue field identifier

Document Number

Place of issue

Date of issue

Document issued office IATA number

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Amadeus Automated Refunds

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:

From PNR, enter:

From Query report (TJQ):

TRF 125-4810006632

TRF/L6

TRF/ I - 001528

(Ticket Number)

(''FA'' / ''FHE'' on line 6)

(Sequence number 001528)

STEP 2

If any cancellation penalties enter: TRFU/CP100A

Where:

TRFU

100

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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Amadeus Automated Refunds

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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Amadeus Automated Refunds

STEP1

Initiate a refund and display refund record by using any one option of the following

options:

Using Document Number, enter:

From PNR, enter:

From Query Report (TJQ):

System Response

TRF125- 4810067612 (Ticket Number)

TRF/L6

TRF/I- 003681

('FA' on line number 6)

(Sequence Number)

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:

From PNR, enter:

From Query Report (TJQ):

System Response:

TRF125- 4810067615 (Ticket Number)

TRF/L6

TRF/I- 003686

('FA' on line number 6)

(Sequence Number)

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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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Amadeus Automated Refunds

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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Amadeus Automated Refunds

STEP1

Initiate a refund and display refund record by using any one of the following options.

Using document number, enter:

From PNR, enter:

From Query report (TJQ):

TRF 125-4810067614 (Ticket Number)

TRF/L6 ('FA' / 'FH' on line 6)

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:

From PNR, enter:

From Query report (TJQ):

System Response:

TRF 125-4810067616 (Ticket Number)

TRF/L6 ('FA' / 'FH' on line 6)

TRF/ I - 003687 (Sequence number 003683)

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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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Amadeus Automated Refunds

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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Amadeus Automated Refunds

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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Amadeus Automated Refunds

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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Amadeus Automated Refunds

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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الخميس، 2 أغسطس 2012

AMADEUS AUTOMATED REFUNDS

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