8/13/2019 Automated Refund Faqs 09dec08

1/3

AUTOMATED REFUNDFrequently 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 willinform you directly.

2) What types of refunds are allowed to be processed through Abacus?Fully unutilized tickets including SOTO are allowed to be processedthrough Abacus only.

3) Where to input the No Show Fee?Input the No Show Fee together with cancellation penalty in theCHG 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 arecurrently practicing unless advised by the airlines

5) Where is the cancellation fee being deducted from for a Multiple FOP automatedrefund? 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, pleasecheck your printer status and ensure there is sufficient paper beforeperforming 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 ofthe Auto Refund manual.

9) What is command to invoke the Automated Refund mask?Format: WFRA

Example: WFR6184641000580ASQ

8/13/2019 Automated Refund Faqs 09dec08

2/3

10)How should partial refund be handled?

Perform the command WETRR to update the ETR coupon status toRFND in Abacus. Then submit the partial refund according to yourcurrent practice.

11)If a WETRR command was used instead of the WFR, how would you proceed withthe full refund?Submit the refund through BSP link. If your agency has notsubscribed to BSP link, then submit the refund to the airlines.

12)In case of a power outage when performing the automated refund how would youproceed with the refund?Once power is restored, perform WFR* commanda. 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

commandii. 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 currentprocedure.

15)Can automated refund be performed for tickets that were downgraded with writtenadvice 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 currentpractice.

16) Will the refund transaction be downloaded and automatically captured in PowerSuite or any other Back Office System?NO. You will continue to manually update your refund transactionin Power Suite or other Back Office System.

17) Can the automated refund be reversed?No, the refund cannot be reversed for most carriers. Only somecarriers allow reversal of refund and it has to be done within thesame day. Please refer to our market page Y/MKT/SG1/P125

8/13/2019 Automated Refund Faqs 09dec08

3/3

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.