When
The client cancels a ticket issued before today, no coupon was used, and the fare rules allow a refund (possibly minus a penalty).
Check first
- Issued today? Then void instead (Void an e-ticket issued today).
TWD: all coupons open (OorA).FQN…*PE: refundable? Penalty? A "non-refundable" fare still often refunds some taxes — that is a partial / tax-only refund (Partial refund — the refund record, used coupons, taxes and penalty).
Steps
| # | Entry | What it does | Why |
|---|---|---|---|
| 1 | TRF/L6/FULL | Full refund of ticket line 6, processed at once. | Fully open ticket, no changes needed. |
| 2 | TRF125-1234567890/FULL | Same, by ticket number. | |
| 3 | TRF125-1234567890/FULL/CP100.00A · …/CP10 | With a cancellation penalty of 100 · of 10%. | Rules say so. |
| 4 | TRF/L6 then TRFP | Opens the refund record, lets you check, then processes. | Safer when unsure. |
| 5 | TWD | Coupons now R (refunded). | Check. |
Graphic: E-Ticket and EMD → the ticket → Refund → type Full (refund now) or Basic (record first).
Check it worked
TWD shows R; the sales report lists an RFND.
Traps
- Once processed the coupons are
R; to reopen them the airline must change the status. Same day you can cancel the refund (Cancelling a refund the same day (TRDC)). - The refund record may show a refund document number — note it for your agency's records.
- Cancel the flights in the PNR too, so the seats go back.