Violation Queue and involuntary rerouting procedure. By WorldTicket A/S C O N F I D E N T I A L

Transcription

1 Violation Queue and involuntary rerouting procedure By WorldTicket A/S Author: Ver.: [INSERT] [INSERT] C O N F I D E N T I A L

2 Suppose you have made a time change in the schedule, or cancelled one or several flights. Affected flights, for which some reservations are made, will be displayed in the violation queue. Notice: if there are no reservations on the flights and such flights are canceled, they will not show up in the violation queue. Reservations made in GDS will have external reference number (record locator) visible. In the booking manager segments, which are in Violation queue, will be marked with a red "!" mark. Violation queue and involuntary rerouting procedure Page 2 of 11

3 Notice: you can, but are not legally required, to take care of non-ticketed passengers as well, following the below described procedures. However, since rerouting in case of flight cancellation may often mean an extra cost for the airline, so sometimes you may consider to cancel these reservations prior to starting any procedure in order to avoid the related cost. Please notice that in violation queue both ticketed and not-ticketed reservations are shown, while in the Involuntary rerouting wizard, the default display is Ticketed only. Therefore, you might need to unselect it get the full view. Violation queue and involuntary rerouting procedure Page 3 of 11

4 Case 1 - time change Case minor time change when to apply - if it is arrival time change only - when departure time change is so minor, that you believe that there is no need to suggest the passengers the other flight option, as they will accept the new flight time anyway what to do: for GDS passengers: action: In Violation queue press Send ASC button notice: the button is only available if at least one GDS passenger is present on the flight (therefore, in the example below, the button is disabled) result: the system will update flight time in the coupons for GDS tickets, will send to GDS agents' queues in GDS the updated coupon time, the coupons will disappear from violation queue. for non GDS reservations: action: press Update time button Violation queue and involuntary rerouting procedure Page 4 of 11

5 result: time in the coupons will be update, coupons will remain in the violation queue, any message will not be automatically sent to the passengers / agents Notice: Update time button will only be active if the flight in not canceled and if there are non GDS passengers on the flight. Action (optional): press "Notify all" button, write a free text there informing the passengers about the change. Result: each contact person of non-gds reservation will get this and so will be informed about the change. Notice: - will not (and cannot) be sent to GDS agents - new ticket is not attached to the s. - you can send such s individually, if you use "Notify" button instead (on the picture above the button is next to Notify button to the left from it) - the updated coupons will stay in violation queue action: after you updated coupon times and informed passengers, select the flight in violation queue, and press button "Resolve" Violation queue and involuntary rerouting procedure Page 5 of 11

6 result: the flight will disappear from violation queue,! mark will disappear from affected reservations Notice: you should not press Resolve button unless you took care of all passengers on the flight since it will not be possible to find it again Case 1.2. Major time changes when to apply - if it is a departure time change and it is significant enough, so you believe that there is a need to suggest the passengers the name change, as they will prefer to cancel the flight and get a refund or would request rebooking to another flight. what to do: You need to open involuntary rerouting wizard for this flight, or get there straight from violation queue using Involuntary reroute button. Notice: you can still use the same method of using Send ASC button to rebook all GDS passengers to the same flight on the same day, and using Update coupon time for non GDS passengers as described in case 1.1. However, it is strongly recommended to use involuntary rerouting wizard as it ensures individual approach and better results informing the passengers. Violation queue and involuntary rerouting procedure Page 6 of 11

7 During involuntary rerouting, there is a single procedure for GDS / non GDS passengers with minor differences only. Action: decide which passengers you want to rebook to which of your flights. For non GDS passengers, it is recommended on this stage to call the passenger / travel agent to figure out, what is the preferred option for the passenger. Notice: you may rebook all passengers to the same original flight, or every passenger to a different flight. There is no limitation; you can also rebook passengers from one reservation to different flights. You can change not only date of flight, but also routing Action. select passengers you want to reroute on the left (multiple selection supported), then the target flight on the right, and move the passengers to the panel on the right. Result: passengers are placed to the flight to which you want to rebook them Notice: the system will show you the number of seats still available for the targeted flight in the bottom of the right hand panel Action: Press Process button Result: Passengers will be rebooked to a new flight. For Non GDS customers, a special with the new itinerary will be sent. For GDS customers, a new route will be sent to the queue of the agents in GDS Notice: Violation queue and involuntary rerouting procedure Page 7 of 11

8 - in case of involuntary rerouting, no cost is added to reservation, any possible fare rule restrictions are ignored, - involuntary rerouting may result in overbooking, so it is responsibility of the airline to control the process properly Action: make full refund for the non GDS passengers, in case, if they do not accept the proposed rerouting (optional) Notice: for that you can use the Cancel button in the Violation queue. Notice:Do not do cancellation / refund for GDS reservation, the GDS travel agent should take care of that himself via BSP. Notice: if you reroute all the passengers from the flight, this flight will automatically disappear from the violation queue. Case 2. Flight cancellation when to apply - when flight is cancelled. Case 2.1 Flight is canceled, but you have other flights operating and are willing to offer the rerouting options to passengers what to do: You need to open involuntary rerouting wizard for this flight, or get there straight from violation queue using Involuntary reroute button. Violation queue and involuntary rerouting procedure Page 8 of 11

9 Action: Follow the procedure, described in the case 2.2. The only difference is that you cannot rebook the passengers to the same flight (as it is cancelled and, therefore, is not available any longer) Case 2.2 Flight is canceled, and you do not have other flights operating, so you are willing to offer the full refund to the passengers For GDS reservations what to do: you need to open the flight in violation queue Action: Press Send ASC button Result: The reservation will be cancelled (status will be changed from HK to XX), but the coupon will remain open for use. A special message will be sent to the agent's queue in GDS, advising that they need to apply for full refund via BSP or to make an involuntary rerouting on the same airline flight (see example of the message below). ASC MUC1A 5TBPON/STOFS28AP/ /STO/1A/E/SE/SEK CPHW2 008WHB 1STROEMBERG/CHATARINAMS W27151C08DEC LLASDL UN1 SSR OTHS W2 FLT CNLD PLS INV RBK OR RFND WITHOUT PENALTY Notice: Violation queue and involuntary rerouting procedure Page 9 of 11

10 you should not make any changes to such coupons in sell-more-seats and you should not proceed any refunds manually For non GDS reservations you need to cancel these reservations. You can do that via booking manager where you can get using button Edit or straight in the Violation queue using the button Cancel. Notice: if you reroute all the passengers from the flight, this flight will automatically disappear from the violation queue. Action: Make a full refund for all reservation. Remember that there is no automatic credit card refund. If there are some reservations, paid by Worldticket inhouse credit card solution (Emerchantpay), please request refund action from worldticket support using a special procedure, defined below. step 1 Cancel reservation in SMS and make a refund of the amount you need. The status of coupon will be R, seat status XX, refund receipt with the amount to refund will be sent out by . The reports will also show this reservation as refunded. However, at this stage Emerchantpayis not informed about refund and does not actually make a refund of real money. step 2 Contact special support queue in worldticket by sending refund request to Emerchantpay refund refund.support@worldticket.net (indicate record locator and precise amount and currency to be refunded) step 3 Worldticket staff will make a refund (that may happen in few days after the request is filed) in emerchantpay system, and will let you know about it via support system when done step 4 (optional) Violation queue and involuntary rerouting procedure Page 10 of 11

11 contact the passenger / agent to confirm that the refund has been done Violation queue and involuntary rerouting procedure Page 11 of 11