AUTOMATED REFUND

Frequently Asked Questions

1) Who are the airlines that support Automated Refund through the GDS? All airlines will support Automated Refund unless otherwise advised. Hence if the airline does not allow refund through the GDS, they will inform you directly. 2) What types of refunds are allowed to be processed through Abacus? Fully unutilized tickets including SOTO are allowed to be processed through Abacus only. 3) Where to input the No Show Fee? Input the No Show Fee together with cancellation penalty in the CHG FEE AMT field at Screen 30. 4) Where to input the Commission on Penalty Fee? Input the commission on penalty in the Commission on Penalty field at Screen 32. However, you will continue to do what you are currently practicing unless advised by the airlines 5) Where is the cancellation fee being deducted from for a Multiple FOP automated refund? Is it from the cash amount or from the credit amount? The cancellation penalty will be deducted from the credit amount. 6) Where to input the approval code obtained for certain refund e.g. GV2 fare? This approval code will be entered in the Waiver field at Screen 32 7) Can the Refund Notice be regenerated? No, this document cannot be regenerated at this time. Hence, please check your printer status and ensure there is sufficient paper before performing the refund. 8) What do you do to recall the automated refund screen if you accidentally clear it? Use the WFR* entry to redisplay the screen. Refer to Page One of the Auto Refund manual.

9) What is command to invoke the Automated Refund mask? Format: WFR<13 digits ticket number>A<validating carrier> Example: WFR6184641000580ASQ

10) How should partial refund be handled? Perform the command WETRR to update the ETR coupon status to RFND in Abacus. Then submit the partial refund according to your current practice. 11) If a WETRR command was used instead of the WFR, how would you proceed with the full refund? Submit the refund through BSP link. If your agency has not subscribed to BSP link, then submit the refund to the airlines. 12) In case of a power outage when performing the automated refund how would you proceed with the refund? Once power is restored, perform WFR* command a. If you are able to recall the last refund screen, Continue with the refund. b. If you are unable to recall the refund screen, Check the ETR coupon status. i. OPEN status: perform automated refund with WFR command ii. RFND status: submit refund through BSP link or to the airline 13) Refund can only be processed through BSP link on the next reporting period. Would this be the same for Abacus? NO, it will not be the same for Abacus. You can perform automated refund immediately after cutover. 14) Do you need to submit supporting documents for refund done through Abacus? Yes, continue to submit these documents according to your current procedure. 15) Can automated refund be performed for tickets that were downgraded with written advice from the airline on the Passengers Electronic Ticket Receipt? No, automated refund cannot be performed for such tickets. Hence, you will have to submit this type of refund according to your current practice.

16) Will the refund transaction be downloaded and automatically captured in Power Suite or any other Back Office System? NO. You will continue to manually update your refund transaction in Power Suite or other Back Office System. 17) Can the automated refund be reversed? No, the refund cannot be reversed for most carriers. Only some carriers allow reversal of refund and it has to be done within the same day. Please refer to our market page Y/MKT/SG1/P125

18) Can modification be done to the refund data after you have completed the automated refund? No, modification to the refund data is not allowed. 19) Will the CC Refund Amount be printed in the Refund Notice (REN)? NO, it will not be printed. However, it will be reported to BSP.