REFUND INFORMATION FOR TRAVEL AGENTS
REFUND INFORMATION FOR TRAVEL AGENTS
REFUND INFORMATION FOR TRAVEL AGENTS
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<strong>REFUND</strong> <strong>IN<strong>FOR</strong>MATION</strong> <strong>FOR</strong> <strong>TRAVEL</strong> <strong>AGENTS</strong><br />
<strong>REFUND</strong> PROCESSING TIMEFRAME<br />
The normal processing time for deferred refunds sent to the Refund Services Department is up to 10<br />
business days. However, due to unforeseen circumstances (ex: volcanic eruption), the processing<br />
time may increase.<br />
Please refrain from requesting a status update within the same month of your refund request.<br />
The credit to their account can take another 1 or 2 credit card statements before your clients see the<br />
refund. With online banking, they should see the transaction within 48 hours. If they don’t, they<br />
should contact their credit card company and inform them of the date Air Canada<br />
processed the refund.<br />
Once all of the above has been done, if you still require assistance regarding the refund, please<br />
send us an email at refundservices.remboursement@aircanada.ca; we will gladly investigate further.<br />
Our hours of operation are Monday - Friday 07:00 – 15:00 CMT.<br />
ADMINISTRATION FEE TO PROCESS <strong>REFUND</strong>S<br />
Effective July 27, 2009, requests sent to Refund Services, for refunds which could have been<br />
processed by your agency, are charged a $ 50 refund processing administration fee, plus applicable<br />
taxes, per ticket. The fee is collected through an Agency Debit Memo (ADM), or a reduced Agency<br />
Credit Memo (ACM).<br />
Refund Services agents continue to process your eligible refund requests.<br />
To assist you with determining what you can refund, we’ve provided you with the following<br />
guidelines. We could not list all possible refund scenarios; please contact the agency help desk for<br />
additional assistance.<br />
Information subject to change, July 2010.
<strong>TRAVEL</strong> AGENCY TIPS WHEN PROCESSING <strong>REFUND</strong>S<br />
With GDS issued tickets, you can process refunds on:<br />
- Refundable and partially refundable tickets, provided you:<br />
» Can display the e-ticket and the coupon available for refund has an “open” status.<br />
» Can display the fare and the historical in your GDS; see the transactions on page 2.<br />
» Have ownership of the PNR.<br />
- Duplicate tickets, provided that you cancel the duplicate space and enter the duplicate ticket<br />
number in an OSI field of the valid PNR.<br />
- Schedule change (SKCH) or irregular operation (IROP) tickets, when the entire itinerary has<br />
been cancelled by Air Canada. First enter the cancelled flight number, date, origin and<br />
destination, in an OSI field of PNR, then process the refund.<br />
SAME DAY VOID<br />
Canadian travel agencies<br />
You must void the ticket and cancel your customer’s itinerary by 23:59 the day the ticket was issued.<br />
Otherwise, tickets sent to for refund by Refund Services, will be subject to the the Refund processing<br />
administration fee.<br />
US travel agencies<br />
ARC travel agents can void transactions in Sabre until 23:59 local time the next business day after<br />
ticket issuance. For example, tickets issued on Friday, Saturday or Sunday can be voided the<br />
following Monday until 23:59. ARC recognizes holidays; agencies can void the first business day<br />
after the holiday. Transactions are reconciled in the Interactive Agent Reporting (IAR).<br />
An e-ticket must reflect the status VOID in the coupons on the both the ARC-side and the airline-side<br />
to avoid debit memos.<br />
With WEB tickets refunded ONLINE on:<br />
- Refundable and non-refundable tickets within 24 hours of booking:<br />
» The tickets will automatically be refunded without penalty<br />
- Refundable tickets at anytime<br />
» The refund will be credited to the original form of payment within 5 - 10 business days<br />
(subject to change for unforeseen circumstances). Your clients can also choose to retain<br />
the value for future travel.<br />
Information subject to change, July 2010.
TICKET USAGE<br />
If you are unable to display the E-Ticket, please contact Air Canada at tusage@aircanada.ca to<br />
validate the coupon status.<br />
GDS TRANSACTIONS TO DISPLAY HISTORICAL FARES IN GDS<br />
Apollo HELP $DHISTORY<br />
Display up to 1 year prior from today’s date<br />
$DYYZYVR11JUN09T24MAY09+AC<br />
(departure date / ticket issue date)<br />
Sabre FQAFO010 under Format Finder<br />
Display up to 400 days prior to today's date<br />
FQ24MAY09YYZYVR11JUN09-AC<br />
(ticket issue date/ departure date)<br />
Worldspan HELP 4F<br />
Display up to 13 months prior to today’s date<br />
4FYYZYVR11JUN0924MAY09-AC<br />
(departure date / ticket issue date)<br />
Information subject to change, July 2010.<br />
Galileo H/FD or HELP FD<br />
Display up to 1 year prior from today’s date<br />
FDYYZYVR11JUN09/AC<br />
(departure date)<br />
Amadeus HELP FQD (also see MS190)<br />
Display up to 1 year prior from today’s date<br />
FQDYYZYVR/AAC/D11JUN09<br />
(departure date)<br />
In addition, your GDS provides you with help pages and help desks to assist you with various<br />
transactions.
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