Transcript AIR FRANCE - INTRA fare sheets for travel agents

AFKL BSP REFUND PROCEDURES
DATE: 05SEP2012
AGENDA
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KLM REFUND PROCEDURES
AF REFUND PROCEDURES
GENERAL RULES
REFUND CALCULATION
REFUND HANDLING FEE
CONTACT INFORMATION
QUESTIONS
KLM REFUND PROCEDURES
REFUND VIA GDS
Refunds need to be processed directly via GDS in case of:
 Fully unused tickets.
 Fully unused tickets due any AFKL operated flights are cancelled
/delayed 5 hours or more within the same calendar month.
 Fully unused Non Refundable tickets with a waiver from KLM
Sales department within the same calendar month when a waiver
is given.
 Full refund in the exceptional cases with an authorization from
KLM Sales department beforehand.(e.g.name change etc.)
 Partially unused tickets. (pending on process with GDS)
REFUND VIA BSP LINK
Refunds need to process via a Refund Application in case of:
 Death or illness. (medical/death certificate in English should be
attached)
 Visa refusal before departure with attached official visa refusal
document.
 Involuntary/voluntary downgrading(downgrade refunds should
be submitted with attaching a boarding pass as proof)
 Refund of fully unused or partly used tickets due a cancelled
flight/delayed 5 hours or more are not processed within the
same month of cancellation/delay.
REFUND VIA BSP LINK
 System or other failure in e-ticket status(coupon status is not
open)
 Delayed flight less than 5 hours
 Force majeure(snow,volcano,etc.)
 Perfect dupe : same routing , flight number and flight date
 New ticket issued due to cancelled flight
 Other airline schedule changes/cancelled flights
 Refund of exchange document: ticket was reissued by the airline
REFUND AUTHORIZED
Refunds can authorize full refund without any waiver in case of:
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Perfect dupe: same routing, flight number and flight date
Involuntary schedule change
New ticket issued due to cancelled flight
Other airline schedule change
Delay less than 5 hours if there is a misconnection
Visa refusal before departure
Force majeure(volcano ,snow , earthquake, etc.)
PREWAIVERS REFUND
Refunds need to get a waiver or authorization from Sales
department beforehand in case of:
 Name change
 Duplicate ticket but not perfect dupe
 System failures/GDS technical problems such as double
ticketing/printing problems
 New ticket issued (replacing traffic)
 Refund date(e.g.24hours/weekend)
 Commercial waiver:incorrect fare used and wants to refund etc.
 In case outside the one listed in AFKL Refund Guideline
AF REFUND PROCEDURES
REFUND VIA GDS
Refunds need to be processed directly via GDS in case of:
 Fully unused tickets.
 Fully unused Non Refundable tickets with a waiver from Air
France Sales department within the same calendar month
when a waiver is given.
 Full refund in the exceptional cases NAME CHANGE with an
authorization from Air France Sales department beforehand.
 Partially unused tickets. (pending on process with GDS)
REFUND VIA BSP LINK
Refunds need to process via a Refund Application in case of:
 Death or illness. (medical/death certificate in English should be
attached)
 Visa refusal before departure with attached official visa refusal
document.
 Flight cancelled or delayed, airport closed , weather problem
and crew strike.
REFUND VIA AIR FRANCE OFFICE
Refunds need to process via Air France office in case of:
 Involuntary/voluntary downgrading refunds should be submitted with
attaching a boarding pass and PNR print out as proof.
 System or other failure in e-ticket status: the coupon status is not
open.
 Refund of exchange document: the ticket was re-issued by
Air France (refunds should be submitted with attaching a letter of a
refund request).
REFUND VIA AIR FRANCE OFFICE
Steps to process the refund directly at Air France office.
 Send an official letter of refund request to AF office.
 Attached original e-ticket and new e-ticket was exchanged by AF.
 Attached a boarding pass and PNR print out in case of refund
downgrading.
 The refund handling time is at least 1 month.
 The form of payment of the refund will be on CHEQUE payment.
PRE-WAIVER REASON ON REFUNDS
Refunds need to get a waiver or authorization from Air France Sales
department beforehand in case of:
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Name change
Death or illness
Visa refusal before departure
Double ticket issued on same flight/date/booking class/fare basis/name
Refund date (e.g.24hours/weekend)
Involuntary/voluntary downgrading
GENERAL RULES – Important Information
 Age of document ( refund deadline)
- Fully unused: one year from the date of issue
- Partial used: one year from the last travel date
 Refund deadline of expired tickets a maximum of 18 months after the date of
issuance with a fee of EUR 35 applies. ( for AF tickets)
 Coupon status – must always show status OPEN
 Fuel surcharge (YQ/YR)
- YR/YQ tax of Non Refundable coupon is NON REFUNDABLE,
coupons which can be refunded with or without a cancellation fee are considered
to be refund
 Name change fee EUR 50 (for KL tickets). Please contact KLM for a refund
authorization beforehand.
 Refund via BSP link with a refund fee THB.1400 applies for refunds which
could have been done directly via GDS.
GENERAL RULES – Reminders
 If a ticket has already processed a refund in GDS , it cannot process the same
via a Refund Application in BSP link.
 Please note that the agents should be send the Refund application to Air France
office for follow up the refund. (AF only)
 PNR cancellation is the responsibility of the agent but the coupon status will be
changed by KLM refund department except AF tickets the agent need to
changed the coupon status before sending the Refund Application to AF office.
 Refund Application should be filled correctly by the agent: Fill out fare and tax
amount / Note the reason for refund / Attached relevant document.
 If the applicable ticket is exchanged, refund should be processed for the new
ticket.
 The Refund Application is accessible via BSP link within 16 months, after that
time no follow up is possible.
 Incomplete refund or Refund Applications in BSP link for refunds which could
have been done directly via GDS can be rejected.
REFUND CALCULATION
REFUND AMOUNT – Total Refund
Unused Non Refundable ticket
Example:
A customer purchased T class Non refundable ticket from BKK-AMSBKK. The customer is unable to travel due MEDICAL REASON and
requests the total refund of the ticket with a refund waiver.
Fare paid on T class :THB.20,500
Taxes paid : THB.13,460 (11570YR/700TS/600RN/80VV510CJ)
Fare refund :
THB.20,500
Taxes refund :
THB.1,890 (YR tax is NON REFUNDABLE)
Cancelation fee : 0 (waived)
Total refund amount : THB.22,390
REFUND AMOUNT – Total Refund
Unused Non Refundable ticket
Example:
A customer purchased T class Non refundable ticket from BKK-AMS-BKK via
travel agent. The customer noticed that his/her name is not correct and requests to
the agent to issue a new ticket and the total refund of the original ticket with a
refund NAME CHANGE waiver.
Fare paid on T class :THB.20,500
Taxes paid : THB.13,460 (11570YR/700TS/600RN/80VV510CJ)
Fare refund :
THB.20,500
Taxes refund :
THB.1,890 (YR tax is NON REFUNDABLE)
Cancelation fee : 0 (EUR 50 if no a waiver beforehand on KL ticket)
Total refund amount : THB.22,390
REFUND AMOUNT – Total Refund
Combine a Non Refundable ticket
Example:
A customer purchased a ticket from BKK-AMS-BKK combining T class Non
refundable outbound flight with a return L class which is refundable with a
THB.3,000 charge. The customer no longer wishes to travel and requests
the total refund of the ticket.
The return coupon on L class can be refunded with a charge of THB3,000
REFUND AMOUNT – Total Refund
combine a Non Refundable ticket
Fare paid on T+ L class :THB.24,250
Taxes paid : THB.13,540 (11640YR/700TS/605RN/80VV/515CJ)
Fare used : THB.10,250 (1/2 RT TSRTH NUC 324.74 x ROE 31.563000)
Fare refund : THB.14,000 (1/2 RT LSFTH NUC 443.55 x ROE 31.563000)
Taxes refund : THB.7,720 ( ½ YR tax THB.5,820 is NON REFUNDABLE)
Cancelation fee : THB.3,000
Total refund amount : THB.18,720(THB.14,000+7,720-3,000)
Total refund amount :
THB.22,390
½ Return L class fare
LSFTH NUC 443.55
can be refunded.
REFUND AMOUNT – Partially used
 The unused part of the ticket can be refunded if the conditions of
the fare permitted.
 The amount of the taxes for unused flight coupons can be
refunded.
 Fare must be recalculated according to the flight coupons which
have been used.
 The refund given will be the difference between the fare paid and
the applicable fare for the journey flown.
REFUND AMOUNT – Partially used
Example:
A customer purchased a ticket from BKK-AMS-BKK on Business Z class
with a fare basis ZFFTH. The customer no longer wishes to travel for a
return trip from AMS to BKK and requests the unused flight coupon to be
refunded.
REFUND AMOUNT – Partially used
Fare paid on ZFFTH : THB.91,000
Fare used : THB.74,200 (OW lowest Business class fare IFFWTH)
Fare refund : THB.16,800
Tax paid : THB.17,390 (15490YR/700TS/605RN/80VV/515CJ)
Tax used : THB.8,445 (tax OW BKK-AMS-7745YR/700TS )
Tax refund : THB.8,945
Cancellation fee : NONE
Total refund amount : THB.25,745(16,800+8,945)
REFUND AMOUNT – Partially used
How to check the fare and taxes of used coupons
>FQPBKK/AKL/D20AUG/CZAMS/R,BKK.BKK,13AUG12
A=carrier
D=date of travel
C=class of booking
R=point of sale and
ticketing , date of issued
Taxes
used
REFUND APPLICATION FORM-BSP link
Fill in the reason
for refund
REFUND APPLICATION FORM-BSP link
Fill in the fare
and taxes
REFUND HANDLING FEE – BSP Link
Refund handling fee EUR 35
or THB.1400
AF/KLM CONTACT INFORMATION
If you have any questions,
Please contact :
AF/KLM TRADE DESK SUPPORT
TEL: 02 680 9699
Fax : 02 680 9680
Email: [email protected]