AIR FRANCE Australia Refund Procedures

28 January 2016

Dear Travel Partner, Please find below an update on refund processes to follow for 057 documents, via your GDS or BSP Link in order to avoid ADMs. This policy is effective immediately.

A ticket is valid for refund: 12 months from the date of issue in case of fully unused tickets only

1. Refund directly via GDS You should process a refund in your GDS in the following cases: 

Voluntary refund of fully unused or partially used tickets (coupons must have been used in sequence) with application of fare rules. Please note that YQ/YR surcharges are now non-refundable on non-refundable tickets issued in Australia.

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Refunds on tickets which are refundable according to the fare rules as well as refunds of taxes and fees must always be processed directly via your GDS. When processing the refund please ensure that you select the correct coupons and apply the correct penalty amount when applicable.

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Pay particular attention to the number of coupons mentioned as they should correspond to the refund calculation.

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Involuntary refund of fully unused tickets due to irregularities or other geo-political situations causing cancellations of any AF and KL operated flights and occurring in the same month the refund is processed. o o o

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Example: AF259 (SIN-CDG) / 20Feb15 Check the flight is operated by AF Date of cancellation 20Feb15 so the refund must be done by 29Feb14.

In exceptional cases, when a refund of a non-refundable fare or a waiver* of a penalty fee has been granted, an authority must be obtained from AIR FRANCE KLM to avoid ADMs if the refund is processed via the GDS.*Important: the refund needs to be processed within the same calendar month you received the refund authority.

Please always verify the coupon status before you process the refund.

2. Refund via Refund Application in BSP You should process a refund via BSP Link in the following cases: 

When the ticket is a “mixed form of payment” e.g. part cash part credit card

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A refund for a cancelled flight or delayed AF/KL operated flight over 5 hours only which is not processed within the same month of the flight date affected by the cancellation or delay. o o o

Example: AF259 (SIN-CDG) / 16Apr15 Check the flight operated AF Date of cancellation 16Apr15 so if the refund is done on 21May15; it must be processed via BSP.

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Schedule changes and cancellations of any code-share / airline partner flights

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Any partially used tickets due to cancellations or delays on AF/KL operated flights and partner airlines / code-share flights.

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Deceased passenger – Death certificate that specifically impacts the travel dates on the tickets concerned, must be attached.

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Involuntary downgrading with attachment of boarding pass and downgrade certificate.

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Duplicate tickets issued in error (see below general info)

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Reissues

Please note that ADMs will be still be issued in case a refund has been done in the GDS instead of BSPLink for the above reasons unless an authorization has been sought from AF. Please ensure this information is communicated to all your refund staff. Remember to: -

Correctly fill in the fare and tax amounts. note the reason for refund clearly. Attach supporting documents (proof of waiver in case it was not applied in the PNR, official death certificate certificate). send one Refund Application per ticket / conjunction ticket. If the ticket is exchanged for another carrier document, the refund should be processed for the new ticket. In this case the other carrier ticket should be mentioned in the documents for refund field and it is important to fill out the original issue details field with the new AF document number.

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The FOP of the refund should be the same as on the original ticket. If the refund is requested in another FOP or different credit card number than the original ticket, the refund will be rejected. If the original ticket is issued by other airline according to standard IATA rule the original issuing carrier is responsible for the refund, so Refund Application will be rejected by AF Refund Department. PNR cancellation is the responsibility of the agent, but the coupon status will be changed by AF Refund department to “R”. With immediate effect a new administration fee will apply. Fees are determined in local currency. The amount is reviewed once a year to check worldwide consistency with the Euro amount. In 2016 it is EUR 35 /AUD55*. The administration fee will be applied to all Refund Applications unless stated otherwise in the below table. Refund procedures and regulations as follow:

Death of passenger

No fee

Technical problem on GDS when Travel Agent tries to refund the ticket

Fee will be charged and Travel Agent claims back via GDS provider

Ticket coupon shows Flown by mistake (check-in error)

No fee

If ticket has been exchanged

No fee

Refund of EMDs

No fee

Refunds processed via GDS incorrectly

Apply for an ACM, an admin fee will apply

Involuntary refunds

No fee

Duplicate ticket

Fee apply

Note that if you have already processed a refund in your GDS you cannot process the same via a Refund Application. Please note that incomplete Refund Applications or Refund Applications for refund which could have been done directly via your GDS will be rejected. *Subject to change

Important general information

When starting a Direct Refund, or via BSP Link it is important that: 

You first offload the passenger and cancel the booking / flight This is important to prevent that the customer will be no-show, which may have a negative impact on the refund.

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In case the usage of a fare component is interrupted voluntarily by the passenger (i.e. after usage of the first coupon, the passenger decides not to continue her/his journey), the whole fare component is considered as used, and the one-way calculation is based on the fare break points in the fare component (origindestination) and not the actually used coupon

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Double Booking (Dupe) - In case of duplicate bookings (or actually double tickets) a refund may be requested for the double ticket with a fare amount that is equal or lower. (A double ticket is a ticket that has the same flights, dates, cabin and passenger name as the double ticket).

Age of document A ticket is valid for refund: - 12 months from the date of issue in case of fully unused tickets Coupon status: Note that the coupons for which you request a refund via the GDS must always show status OPEN. Please verify this before you process the refund in order to make sure the refunded amount corresponds to the number of coupons registered for refund. If the coupon status is not OPEN or the ticket was issued by AF/KL (i.e. exchange) please request the refund via a Refund Application via BSP Link in order to avoid an ADM. Contact AF Trade Desk in case authorities are required only: [email protected]

For further inquiries including ADMs/ACMs, please email : [email protected]