266 Automated Refunds June 2010

GALILEO DESKTOP
FOCALPOINT
REFUNDS
NOTICE
NO PART OF THIS DOCUMENT MAY BE REPRODUCED,

STORED IN A RETRIEVAL SYSTEM OR TRANSMITTED, IN
ANY FORM OR BY ANY MEANS - ELECTRONIC, MECHANICAL,
GRAPHIC, PHOTOCOPYING, RECORDING OR OTHERWISE WITHOUT
THE PRIOR WRITTEN CONSENT OF GALILEO BENELUX.
Web: www.benelux.travelportservices.com
June 2010
INDEX
INDEX ............................................................................................................................................. 1
INTRODUCTION ............................................................................................................................ 2
REFUND OF AN UNUSED ETICKET WITHOUT CANCELLATION FEE .................................... 3
REFUND OF UNUSED ETICKET WITH PFC TAX AND CANCELLATION FEE ......................... 8
REFUND OF A PARTLY USED ETICKET WITHOUT CANCELLATION FEE ........................... 13
REFUND OF AN UNUSED USA ETICKET WITH PFC AND ZP TAX ........................................ 20
REFUND OF A REISSUED DOCUMENT .................................................................................... 25
DISPLAY AND PRINT AN AUTOMATED REFUND LIST .......................................................... 28
AUTOMATED REFUND AND YOUR BACKOFFICE SYSTEM .................................................. 29
Galileo Focalpoint Refunds Manual June 2010 Page 1 of 29

IN
INTRODUCTION
If a passenger decides to cancel (part of) his ticket, he can request a refund for the
unflown sectors and unused taxes. It depends on the conditions of the fare if a refund
can be granted. Normally airport taxes can be refunded. The refund of fuel surcharges
depends on the policy of the airline.
To check if the fare can be refunded, the notes of the original fare with the original date
of issue need to be checked.
Refunds can be divided in:
Full Refund. If a ticket is not used and the fare allows a refund, with or without
cancellation fee, this is considered a full refund.
Partial Refund. If a ticket is partly used, or the fare is nonrefundable, this is seen
as a Partial Refund.
A Refund can only be done if the ticket still has valid flight coupons and the eticket is
displayed. From the eticket the Refund Template can be opened.
Refunds can only be made in the agency of original issue and in the same currency.
If the ticket to be refunded is a First Issue, the template will be filled in automatically
with the data from the eticket, including the original fare and tax information.
In case of a refund of an exchanged document, the fare information needs to be added
manually.
After the refund has been done, the Sales Report is updated.
A Refund cannot be Voided or Unrefunded.
Below you find examples of different situations.
All automated refunds are being issued by the agent at his own risk and account.
In case of doubt, the agent has to submit a refund application to the airline
concerned.

REFUND OF AN UNUSED ETICKET WITHOUT
CANCELLATION FEE
Step 1: Retrieve the historical Fare Notes.
FD23SEPAMSSIN/KL-B.T22APR10
Check the Fare Notes
In this situation a Full Refund is allowed. Follow the procedure below:
Step 2: Display the electronic ticket.
Entries: *HTE (from the PNR) or,

*TE/0749900298382 or,
*TE/KL/23SEP10AMSSIN-FIJN
Response:

Step 3: Open the Refund Screen:
Entry: TRNE0749900298382/22APR10
Issue date of ticket
Ticket number (3 airline code 10 ticket number)
The system will respond with fill-in-formats (FIF), which must be completed
by the issuing agent.
When the final Enter is made, a refund message is sent to the airline, which
may accept or reject it.
Airline do not make any verification on the tariff rules or the refund amount.
To enter the correct data is the agents' responsibility.
If an error is made on a refund screen, it may be redisplayed with *TRN.

Previous screens may be redisplayed by inputting the screen number e.g. TRN1.
Refund Screen 1:
Cash Amount used:

Complete when form of payment was other than credit card. For full refund,
enter 0.00
Credit Amount used:
Complete when form of payment was credit card. For full refund, enter 0.00
Cancellation Charge:
When a cancellation charge is to be applied to the transaction, enter the
appropriate amount. If no cancellation charges are applied, leave blank.
Unused Taxes to be refunded:
Tab to this field and enter Y to refund taxes.
If the first screen is completed, and if you selected Y for unused taxes to be
refunded, the tax screen will be displayed, otherwise the second refund screen
is displayed (see next pages).

Refund Tax Screen
The Refund Tax Screen will be shown. The field will be populated with the taxes on
the ticket.
To accept this field press Enter after the last tax.
Press Enter here!
Taxes which cannot be refunded can be deleted from the tax box, by substituting
the tax amount and the tax iso-code by dots. Do not overwrite the tabstops, do
not switch on the Insert button.

The second refund screen will be displayed.
Refund Screen 2
The TOTAL (cash or credit) REFUND DUE, calculated from the information on the
previous screen(s), is shown on this screen. (fare to be refunded + unused taxes )
The example above is with a cash payment.
Airline Authority code if such has been obtained. Maximum 15 characters.

Passenger Facility Charge (PFC). Only applicable on USA airports, if XF tax
has been added in tax field, this field must be completed with airport code e.g.
JFK and PFC amount in USD e.g. 4.50
Refund Amount must be completed if payment with credit card: the amount to
be refunded to credit card without currency code.
If payment was with 2 credit cards, details of the second card will automatically
be filled in these fields. Complete with refund amount for 2nd credit card if used.
Commission percentage: If applicable, percentage e.g. 1
This is any applicable commission on the cancellation amount, not on the full
amount. The percentage needs to be mentioned left of the /.
Commission amount : If applicable, amount in currency e.g. 10.00. The amount
needs to be mentioned right of the /.
It is not possible to add both a commission amount and a percentage.
Automatically completed if TC modifier was originally entered.
Automatically completed: N if No Net Fare, Y if Net Fare is applicable.
Automatically completed: Net Fare amount if applicable.
Access of third screen is only necessary if form of payment was with three
credit cards, by inputting Y. Otherwise input N
Response:

Proof : Automated REFUND NOTICE will be printed on itinerary printer in
duplicate: 1 for agency
1 for BSP
074 KLM ROYAL DUTCH AIRLINES DATE OF ISSUE GALILEO AMS

REFUND NOTICE 28APR10
PASSENGER NAME FIJN/ANOEKMRS AMSTERDAM
CURRENCY CODE EUR NL
INTERNATIONAL 57299992
GROSS NET REFUNDED DOCUMENTS CPNS
FARE PAID 1444.00 074 9900298382 12
FARE USED 0.00
CANX FEE
REFUND 1444.00
TAX 1 CJ 12.94
TAX 2 RN 14.59
TAX 3 XT 217.09 NR TOUR CODE
CASH 1688.62 CARD NUMBER N
CREDIT
COMMISSION RATE 0.00 REFUND NUMBER 074 1569569875
The status of the electronic segment(s) will be changed into RFND (REFUNDED)
The HMPR will be updated

REFUND OF UNUSED ETICKET WITH PFC TAX AND
CANCELLATION FEE
FD23SEPAMSSIN/KL-B.T22APR10
Check the penalties
Since we are before departure a cancellation fee of EUR 180.00 is applicable. To

refund the ticket, follow the procedure below:
Entries: *THE (from the PNR) or,

*TE/5899900298384 or,
*TE/KL/15SEP10BRUJFK-BLOEM
Response:

Ask for a refund of this electronic ticket.
Step 3: Open the Refund Screen:Input: TRNE5899900298384/23APR10

The system will respond with a few fill-in-formats (FIF), which must be completed by the
issuing agent.
When the final Enter is made, a refund message is sent to the airline, which may accept
or reject it.
Please mind that the airline does not make any verification on the tariff rules or the
refund amount. To enter the correct data is the agents' responsibility.

Cash Amount used: Complete when form of payment was other than
credit card. For full refund, enter 0.00
Credit Amount used: Complete when form of payment was credit
card. For full refund, enter 0.00
Cancellation Charge: In this case 180.00.
Unused Taxes to be refunded: Tab to this field and enter Y and press
Enter.
refunded, than the tax screen is displayed, otherwise the second refund screen

Refund Tax Screen
the ticket.
To accept this field press Enter after the last tax.
Press Enter here!
the tax amount and the tax iso-code by dots. Do not overwrite the tab-stops,
do not switch on the Insert button.

Refund Screen 2

Response:

1 for BSP
589 JET AIRWAYS DATE OF ISSUE GALILEO BRU SA

REFUND NOTICE 28APR10
PASSENGER NAME BLOEM/GERTRUUDMRS BRUSSELS
CURRENCY CODE EUR BE
FARE PAID 436.00 074 9900298382 12
FARE USED 0.00
CANX FEE 180.00
REFUND 256.00
TAX 1 BE 25.06
TAX 2 AY 1.86
CREDIT
The status of the electronic segment(s) will be changed into RFND ( REFUNDED)

REFUND OF A PARTLY USED ETICKET WITHOUT
CANCELLATION FEE
FD23SEPAMSSYD/BA-B.T27APR10
Check the Fare Notes (only a part of the fare notes is shown)
In this situation a Refund after departure is allowed. Follow the procedure below:
Calculate the new fare

Since only a part of the original ticket is not used, the fare needs to be recalculated to a
One Way fare. In this case the above OW-fare BLEBNLOW can be used, since the fare
type is the same (downgrading is never allowed)
Since this fare has the same Rule Number as the original fare, it can be used.
Demonstration to calculate a refund amount. Answer ID 7208

Entries: *HTE (from PNR) or,

*TE/1259900298387 or,
*TE/BA/23SEP10AMSSYD-DRIESSEN
Since only part of the ticket is not used, not all the taxes can be returned to the
passenger. There are different possibilities to assess the applicable taxes.
Assess the applicable taxes:
1) Use FTAX entries, In this case FTAX-NL and FTAX-GB to retrieve the
applicable taxcodes for this departure sites.
2) Make an FQP of the original and new situation and compare the taxes.
In this case:
FQPAMSX-LHRSYDX-LHRAMS.B+BA
FQP*3

Compare the above taxes with the taxes of the new situation.
FQPAMSX-LHRSYD, followed by,

FQP*2
Taxes to be refunded:
UB tax, AU tax, WY tax and YQ tax.
The applicable amounts should be taken from your ticket, not from your FQP.

issuing agent.
When the final ENTER is made, a refund message is sent to the airline, which may
accept or reject it.


Refund Screen 1:
Cash Amount used: Complete when form of payment was other than
credit card. For this partial refund, enter 1297.00
Credit Amount used: Complete when form of payment was credit card.
Cancellation Charge: When a cancellation charge is to be applied to the
transaction, enter the appropriate amount. If no cancellation charges are
applied, leave blank.
Unused Taxes to be refunded: Tab to this field and enter Y or N as
appropriate and ENTER.
refunded, than the tax screen is displayed, otherwise the second refund screen

Refund Tax Screen
the ticket.
Change the Refund Tax Screen. Fill in the taxes to be refunded and press Enter
after the last tax.
Press Enter here!
Enter the amount of taxes as applicable e.g. 26.20 and the two letter tax code
e.g. UB
the tax amount and the tax iso-code by dots. Do not overwrite the tab-stops,
do not switch on the Insert button.

Refund Screen 2

Response:

1 for BSP
074 KLM ROYAL DUTCH AIRLINES DATE OF ISSUE GALILEO AMS

REFUND NOTICE 27SEP10
PASSENGER NAME DRIESSEN/CAMILMR AMSTERDAM
FARE PAID 1995.00 125 9900298387 34
FARE USED 0.00
CANX FEE
REFUND 698.00
TAX 1 UB 26.20
TAX 2 AU 32.41
CREDIT

REFUND OF AN UNUSED USA ETICKET WITH PFC AND
ZP TAX
FD23SEPJFKCHI/AA-M.T22APR10
Check the Fare Notes
A Full Refund is allowed.
To refund the ticket, follow the procedure below:
Entries: *HTE
*TE/0019900298388
*TE/KL/23SEPJFKCHI-GAKUMBA

Response:

issuing agent.

Cash Amount used: Complete when form of payment was other than credit
card. For this partial refund, enter 0.00
Credit Amount used: Complete if form of payment iss credit card.
Cancellation Charge: In this case, since a Full Refund is allowed, without
cancellation charges,, leave blank.

If the first screen is completed correctly, and if you selected Y for unused taxes to
be refunded, than the tax screen is displayed, otherwise the second refund
screen is displayed (see next pages).
Refund Tax Screen
the ticket. To refund all taxes press Enter after the last tax.
Press Enter here!
Enter the tax and taxcodes to be refunded, e.g. 3.78 AY

If Breakdown Tax (ZP-tax) has to be refunded, you have to specify the
citycode, e.g. JFK
Since 1 January 2010 the USD Breakdown amount is 3.70. Check FTAX-US
to find up to date information.

Refund Screen 2

Response:

1 for BSP
589 AMERCAN AIRLINES DATE OF ISSUE GALILEO AMS

REFUND NOTICE 04MAY10
PASSENGER NAME GAKUMBA/LIZZYMRS AMSTERDAM
FARE PAID 441.00 001 9900298388 12
FARE USED 0.00
CANX FEE 0.00
REFUND 441.00
TAX 1 AY 3.78
TAX 2 US 33.08
CREDIT

REFUND OF A REISSUED DOCUMENT
FD22JUNAMSMEX/KL-H.T06MAY10
Check the penalties.
A Cancellation Fee of EUR 200.00 is applicable.
In case of an upgrade, also check cancellation penalties for the original fare. These
might still be applicable.
To refund the ticket, follow the procedure below:
Entries: *HTE
*TE/0019900298395
*TE/KL/22JUN-HENRIQUEZ

Step 3: Open the Refund Screen:Input: TRNE0749900298395/22MAY10

issuing agent.

In case of a Refund of a Reissue, some fields in the refund box will not be populated
automatically. In this case the agent needs to add the:
Cash amt ex tax paid: Total fare that has been paid, in this case EUR 964.00
Credit amt ex tax paid: Complete if the fare has been paid by credit card.
Total tax amount paid: Total tax amount paid, is the total amount paid on the
reissued ticket, in this case 245.12.
Cash Amount used: Complete when form of payment was other than credit
card. For this partial refund, enter 0.00
Credit Amount used: Complete if form of payment is credit card.
Cancellation Charge: In this case, since a Full Refund is allowed, without
cancellation charges,, leave blank.
The rest of the refund procedure is the same as normal. It might be necessary need to
find tax codes and tax amount in the original ticket.

Original ticket:
All taxes are mentioned and specified.
Specified XT taxes
Reissued ticket:
XT taxes are not specified, unless done during reissuance. Since the total XT tax
amount is the same in the new situation, the specified taxes can be found in the original
ticket.

DISPLAY AND PRINT AN AUTOMATED REFUND LIST
Please make sure that your workstation is linked to an itinerary printer when requesting
for an automated refund.
It is not possible to re-print the Automated Refund notice!
However a list of all Automated Refunds can be displayed and/or printed.
Inputs:
HMPR/1JUL-30JUL/REF Display the list of all Automated Refunds
P- HMPR/1JUL-30JUL/REF Print this list
HMPR/CKL/1JUL-30JUL/REF Display the list of all Automated Refunds on KLM

P- HMPR/CKL/1JUL-30JUL/REF Print this list

AUTOMATED REFUND AND YOUR BACKOFFICE
SYSTEM
If you want to transfer Automated Refund data into your Back-office system you will
have to ask for a 4th screen : the (Machinable Interface Record) screen.
Input : In the 2nd Refund Screen you can ask for the 3 th Refund screen, leave this 3 th
screen blank and Tab to MIR screen
Any required data is completed as free format text as defined by your back-office
provider.
Please note that the REFUND must be set to YES in
The MIR Options Table (MMOD second level sign-on only)

The MIR Type Table (MMTD second level sign-on only)

266 Automated Refunds June 2010

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GALILEO DESKTOP

NO PART OF THIS DOCUMENT MAY BE REPRODUCED,

REFUND OF AN UNUSED ETICKET WITHOUT CANCELLATION FEE .................................... 3

REFUND OF A PARTLY USED ETICKET WITHOUT CANCELLATION FEE ........................... 13

REFUND OF AN UNUSED USA ETICKET WITH PFC AND ZP TAX ........................................ 20

REFUND OF A REISSUED DOCUMENT .................................................................................... 25

DISPLAY AND PRINT AN AUTOMATED REFUND LIST .......................................................... 28

AUTOMATED REFUND AND YOUR BACKOFFICE SYSTEM .................................................. 29

Galileo Focalpoint Refunds Manual June 2010 Page 1 of 29

Refunds can be divided in:

A Refund cannot be Voided or Unrefunded.

Below you find examples of different situations.

Galileo Focalpoint Refunds Manual June 2010 Page 2 of 29

Step 1: Retrieve the historical Fare Notes.

Check the Fare Notes

In this situation a Full Refund is allowed. Follow the procedure below:

Step 2: Display the electronic ticket.

Entries: *HTE (from the PNR) or,

Galileo Focalpoint Refunds Manual June 2010 Page 3 of 29

If an error is made on a refund screen, it may be redisplayed with *TRN.

Cash Amount used:

Galileo Focalpoint Refunds Manual June 2010 Page 4 of 29

To accept this field press Enter after the last tax.

Press Enter here!

Galileo Focalpoint Refunds Manual June 2010 Page 5 of 29

The example above is with a cash payment.

Airline Authority code if such has been obtained. Maximum 15 characters.

Galileo Focalpoint Refunds Manual June 2010 Page 6 of 29

074 KLM ROYAL DUTCH AIRLINES DATE OF ISSUE GALILEO AMS

The HMPR will be updated

Galileo Focalpoint Refunds Manual June 2010 Page 7 of 29

Step 1: Retrieve the historical Fare Notes.

Check the penalties

Since we are before departure a cancellation fee of EUR 180.00 is applicable. To

Step 2: Display the electronic ticket.

Entries: *THE (from the PNR) or,

Galileo Focalpoint Refunds Manual June 2010 Page 8 of 29

Step 3: Open the Refund Screen:Input: TRNE5899900298384/23APR10

If an error is made on a refund screen, it may be redisplayed with *TRN.

Galileo Focalpoint Refunds Manual June 2010 Page 9 of 29

To accept this field press Enter after the last tax.

Press Enter here!

The second refund screen will be displayed.

Galileo Focalpoint Refunds Manual June 2010 Page 10 of 29

The example above is with a cash payment.

Airline Authority code if such has been obtained. Maximum 15 characters.

Galileo Focalpoint Refunds Manual June 2010 Page 11 of 29

589 JET AIRWAYS DATE OF ISSUE GALILEO BRU SA

The HMPR will be updated

Galileo Focalpoint Refunds Manual June 2010 Page 12 of 29

Step 1: Retrieve the historical Fare Notes.

Calculate the new fare

Demonstration to calculate a refund amount. Answer ID 7208

Galileo Focalpoint Refunds Manual June 2010 Page 13 of 29

Entries: *HTE (from PNR) or,

Assess the applicable taxes:

Galileo Focalpoint Refunds Manual June 2010 Page 14 of 29

FQPAMSX-LHRSYD, followed by,

UB tax, AU tax, WY tax and YQ tax.

Step 3: Open the Refund Screen:Input: TRNE1259900298387/27APR10

If an error is made on a refund screen, it may be redisplayed with *TRN.

Galileo Focalpoint Refunds Manual June 2010 Page 15 of 29

Galileo Focalpoint Refunds Manual June 2010 Page 16 of 29

Press Enter here!