When
Use this card when a ticket is already issued and something changes — the client cancels, wants another date or flight, or the airline moved the flight. Pick the tool first, then open its card.
| Situation | Tool | Galileo | Card |
|---|---|---|---|
Wrong or unwanted ticket, issued today, every coupon OPEN | Void | TRV/ + ticket | Void (cancel) an e-ticket issued today |
| Client cancels, ticket from an earlier day, nothing flown | Full refund | TRNE | Full refund of an unused e-ticket |
| Part of the trip flown, the rest is dropped | Partial refund | TRNE (mask) | Partial refund — part of the trip flown, the rest unused |
| Same fare, class and routing; only flight or date moves; airline allows it | Revalidation (same ticket) | TKRETS | Revalidation — same fare, new flight or date, same ticket |
| New flights, fare and taxes do not change | Even exchange | TMU1FEX | Even exchange (reissue a ticket) — new flights, same fare and taxes |
| New fare or taxes cost more | Exchange with additional collection | TMU1FEX | Exchange with additional collection — the new fare costs more |
| New value is lower than the old ticket | Exchange with refundable balance | TMU1FEX + EMD | Exchange with a refundable balance — the new value is lower |
| The airline changed or cancelled the flight | Involuntary exchange | TMU1FEX | Involuntary exchange after an airline schedule change |
Check first
*HTE: the status of every coupon, the issue date, and whether this ticket is itself a reissue.- What each coupon status allows:
OPENandARPTcan be voided, refunded or exchanged;UNVLcan only be exchanged;CKIN,LFTD,SUSP,IREG,EXCH,FLWN/USED,RFND,VOID,CLSDandREMVallow none of the three. - The fare's change and refund conditions (Read fare rules (fare notes) — from a fare display or a quote). Read the penalties before promising the client anything.
Steps
| # | Entry | What it does | Why |
|---|---|---|---|
| 1 | *HTE | Shows the e-ticket of the open booking file. | Issue date and coupon statuses decide the tool. |
| 2 | — | Read the change and refund rules of the fare. | Free change, penalty or no refund at all. |
| 3 | — | Pick the row in the table above and follow that card. | Each tool has its own entries and checks. |
Smartpoint Assisted Ticketing has a screen for most of these: Ticket Void (#VOID), Ticket
Revalidation (#REVAL), Ticket Refund (#REFUND), Voluntary Change (#SATVOL) and Involuntary
Change (#SATINVOL).
Check it worked
*HTE after the job: VOID (void), RFND (refund), EXCH on the old ticket plus a new ticket
(exchange), or the new flight on the same coupon (revalidation).
Traps
- Changing the booking file never changes the ticket. Cancelled or rebooked segments leave the e-ticket as it was; its coupons are closed only by a void, an exchange or a refund.
- Void window: on BSP only the day of issue. ARC (US) only: until 23:59 agency time on the next
business day. A reissued ticket is voided with
TRVE, same day on both. - The quick one-line refund (
/RF) works only on a first issue; a reissued ticket goes through the refund mask. - Automated refunds are not open in every BSP market or with every airline — if Galileo refuses, ask the airline or your help desk how to refund that ticket.