Description

If, due to a change in the ticket, it is not possible to reassociate or reissue an additional service (ancillary) due to technical limitations, its refund must be processed with an authorized waiver. As backup, the newly issued ancillary must be submitted.

Scope:

Request for change of tickets with associated ancillaries

Implementation date:

Immediate

Considerations:

If a customer requests a ticket change that includes paid ancillary services, and these cannot be reassociated with the new itinerary (for example, due to a name correction), the corresponding EMD must be processed for a refund. If the fare rules of the associated coupon do not permit  a refund, an authorized waiver will be required. To support this process, the newly issued ancillary service must be documented.

Refund requests for non-refundable ancillary services submitted without a waiver or without a newly issued ancillary service will be rejected.

Section:

Sales | Ancillary Product