Amadeus Ticket Changer Refund Simplifying refunds with guaranteed results Author Department Date

1 Introduction

5-10% of all airline tickets are refunded 350,000 - 500,000 refund transactions per month Complex procedure: Refund transactions are complicated, time-consuming and a source of frustration Risk of errors and Agency Debit Memos (ADM): Manual handling means a higher risk or errors, resulting ADMs and possible loss of revenue

ATC Refund automates refund requests Amadeus Ticket Changer Suite Amadeus Ticket Changer Refund Fully automates refund requests using data filed by airlines with ATPCo: Category 33: voluntary refunds Category 16: penalties Automated refunds using category 33 data are covered by the Amadeus fare guarantee policy Refunds calculated quickly & efficiently for all published fares & all types of ticket

Integrated in the Central Ticketing System (CTS) auto-refund solution Amadeus Ticket Changer Refund Request Fully-automated ticket refunding Calculation Confirmation Reporting A stand-alone solution is also available for non-CTS customers; details available on request

2 Benefits

ATC Refund benefits Provides automated results covered by the Amadeus fare guarantee policy when using ATPCO category 33 Uses recognised industry standards for consistency across all sales channels Increases efficiency & productivity by reducing the time spent on refunds Improves customer service with fast, efficient handling Eliminates risk of errors, helping to secure revenue and reduce the number of ADMs No training required uses current Auto Refund expertise

ATC Refund: leading the way Amadeus was the first travel technology partner to offer a comprehensive automated refund tool using ATPCO category 33 data filed by a number of our airline customers. We are now the first to process automated refunds for any airline using category 16 processing.

3 Overview

Automate all steps of your refund process Application of the fare refund conditions Calculation of the flown portion of the itinerary Calculation of the penalty Calculation of the refundable fare Calculation of the refundable taxes and surcharges Application of the airline’s tax & surcharge refund policy

Refund tickets in just 2 steps Request Refund Calculation Step 2: Confirm Refund TRF/ATC option TRFP ATC Refund: Validates the refund conditions Calculates fare used, if a partially used ticket is being refunded Calculates amounts to be refunded (including fare and taxes) Applies any cancellation penalty Result automatically displayed in the refund record

ATC Refund record 1 Fare paid 2 Fare used 3 Fare refund 4 Canx fee 5 Step 2 Confirm Refund Step 1 Request Refund Calculation 1 Fare paid Total fare paid of ticket to be refunded (without taxes) 2 Fare used Fare amount of flown portion in the case of a partially used ticket (without taxes) 3 Fare refund Fare paid minus fare used 4 Canx fee Cancellation penalty fee (if applicable) 5 Tax refund Total amount of taxes to be refunded (TRFT entry displays refunded taxes) 6 Refund total Total amount to refund to passenger © 2012 Amadeus IT Group SA All this can be summarized in this panel

Refund tickets in <1 minute Reduce time spent on a refund from 15-30 minutes to <1 minute Step 1: Request Refund Calculation Step 2: Confirm Refund TRF/ATC option TRFP Once processed, the original sale is flagged as refunded and the Ticketing Sales Report database is populated with the new refund record. This prevents the ticket from being refunded a second time.

Use through multiple channels Amadeus Web Services Amadeus API Amadeus Selling Platform Cryptic/command page. Any version Amadeus Selling Platform Connect Graphical interface. Cryptic/command page. Amadeus Ticket Changer Refund

Airlines already filing category 33 content Available airlines already filing category 33 data Airline content evolves continuously; display the latest information with the cryptic entry FQNATC/CXR. For more details in your market, please contact your local Amadeus account manager. Future airline content

4 Roadmap & Pricing

Product evolution Refund based on penalty category 1Q2014 ATC Refund using Category 16 will be IATA compliant for penalty calculation. Refund involuntary reissued tickets 1Q2014 Refund of involuntary reissued tickets (mainly during disruption event). Refund reissued ticket after departure 1Q2014 Refund reissued ticket after departure. Reissued ticket before departure can already be processed.

ATC Refund pricing model A transaction fee is applied for each refund processed Pricing is dependent on refund volumes and is lower for higher transaction volumes

5 Questions?

ATC Refund Frequently Asked Questions ATC Refund can process refunds for the following types of ticket: Electronic tickets issued in Amadeus or another GDS Paper tickets issued in Amadeus Domestic and international itineraries Fully unused and partially flown tickets First issue and revalidated tickets Tickets reissued before departure Are all ticket types eligible to be used with ATC Refund? What types of fares are covered by ATC Refund? ATC Refund covers all type of fares. Negotiated fares, however, may only have one level of fare. The … field will contain new values to show that the refund amounts have been calculated by ATC Refund. The values are as follows: C: for refund amounts calculated by ATC, with no agent update P: for refund amounts calculated by ATC, with ATC Refund data updated by agent N: for refund amounts calculated by ATC, with other date updated by agent P: for refund amounts calculated by ATC, with ATC data plus other data updated by agent How will ATC Refund affect back-office reporting? What do I need to do to access ATC Refund? To access ATC Refund, please contact your local Amadeus representative or ACO.

ATC Refund Frequently Asked Questions Can I update the refund mask? Yes, the refund mask can be modified using the TRFU entry, but Amadeus only guarantees automated refunds. Manually updating the refund mask will result in the loss of the ATC Refund guarantee made by Amadeus, except in the case of updates for remark elements. When a new airline is deployed for ATC Refund, is it automatically available for all markets? Deployment of ATC Refund is made market by market, and is dependent on airline strategy. Amadeus will encourage all airlines to share their content to ensure the optimal quality. Where can I see which airlines are eligible for ATC Refund? Airlines that are eligible for ATC Refund can be displayed in the Amadeus Ticket Changer content and deployment information pages in the central system with the cryptic entry FQNATC/CXR. Where can I see which airlines are eligible for ATC Refund? ATC Refund is intuitive and easy to use, and as such requires no dedicated training. A User Guide, Quick Card, online help pages and HE pages in production are all available for functional support.

Contact us For more information about ATC Refund, please contact your local Amadeus representative For more detailed functional information, contact Amadeus Product Management by e-mail: nassim.idir@amadeus.com

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