AFKL BSP REFUND PROCEDURES

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AFKL BSP REFUND PROCEDURES
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AGENDA

• KLM REFUND PROCEDURES
• AF REFUND PROCEDURES
• GENERAL RULES
• REFUND CALCULATION
• REFUND HANDLING FEE
• CONTACT INFORMATION
• QUESTIONS

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KLM REFUND procedures

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REFUND VIA GDS

• Refunds need to be processed directly via GDS in
  case of
• Fully unused tickets.
• Fully unused tickets due any AFKL operated
  flights are cancelled /delayed 5 hours or more
  within the same calendar month.
• Fully unused Non Refundable tickets with a waiver
  from KLM Sales department within the same
  calendar month when a waiver is given.
• Full refund in the exceptional cases with an
  authorization from KLM Sales department
  beforehand.(e.g.name change etc.)
• Partially unused tickets. (pending on process
  with GDS)

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REFUND VIA BSP LINK

• Refunds need to process via a Refund Application
  in case of
• Death or illness. (medical/death certificate in
  English should be attached)
• Visa refusal before departure with attached
  official visa refusal document.
• Involuntary/voluntary downgrading(downgrade
  refunds should be submitted with attaching a
  boarding pass as proof)
• Refund of fully unused or partly used tickets due
  a cancelled flight/delayed 5 hours or more are
  not processed within the same month of
  cancellation/delay.

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REFUND VIA BSP LINK

• System or other failure in e-ticket status(coupon
  status is not open)
• Delayed flight less than 5 hours
• Force majeure(snow,volcano,etc.)
• Perfect dupe same routing , flight number and
  flight date
• New ticket issued due to cancelled flight
• Other airline schedule changes/cancelled flights
• Refund of exchange document ticket was reissued
  by the airline

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REFUND AUTHORIZED

• Refunds can authorize full refund without any
  waiver in case of
• Perfect dupe same routing, flight number and
  flight date
• Involuntary schedule change
• New ticket issued due to cancelled flight
• Other airline schedule change
• Delay less than 5 hours if there is a
  misconnection
• Visa refusal before departure
• Force majeure(volcano ,snow , earthquake, etc.)

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PREWAIVERS REFUND

• Refunds need to get a waiver or authorization
  from Sales department beforehand in case of
• Name change
• Duplicate ticket but not perfect dupe
• System failures/GDS technical problems such as
  double ticketing/printing problems
• New ticket issued (replacing traffic)
• Refund date(e.g.24hours/weekend)
• Commercial waiverincorrect fare used and wants
  to refund etc.
• In case outside the one listed in AFKL Refund
  Guideline

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AF REFUND Procedures

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REFUND VIA GDS

• Refunds need to be processed directly via GDS in
  case of
• Fully unused tickets.
• Fully unused Non Refundable tickets with a waiver
  from Air France Sales department within the same
  calendar month when a waiver is given.
• Full refund in the exceptional cases NAME CHANGE
  with an authorization from Air France Sales
  department beforehand.
• Partially unused tickets. (pending on process
  with GDS)

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REFUND VIA BSP LINK

• Refunds need to process via a Refund Application
  in case of
• Death or illness. (medical/death certificate in
  English should be attached)
• Visa refusal before departure with attached
  official visa refusal document.
• Flight cancelled or delayed, airport closed ,
  weather problem and crew strike.

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REFUND VIA AIR FRANCE OFFICE

• Refunds need to process via Air France office in
  case of
• Involuntary/voluntary downgrading refunds should
  be submitted with attaching a boarding pass and
  PNR print out as proof.
• System or other failure in e-ticket status the
  coupon status is not open.
• Refund of exchange document the ticket was
  re-issued by Air France (refunds
  should be submitted with attaching a letter of a
  refund request).

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REFUND VIA AIR FRANCE OFFICE

• Steps to process the refund directly at Air
  France office.
• Send an official letter of refund request to AF
  office.
• Attached original e-ticket and new e-ticket was
  exchanged by AF.
• Attached a boarding pass and PNR print out in
  case of refund downgrading.
• The refund handling time is at least 1 month.
• The form of payment of the refund will be on
  CHEQUE payment.

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PRE-WAIVER REASON ON REFUNDS

• Refunds need to get a waiver or authorization
  from Air France Sales department beforehand in
  case of
• Name change
• Death or illness
• Visa refusal before departure
• Double ticket issued on same flight/date/booking
  class/fare basis/name
• Refund date (e.g.24hours/weekend)
• Involuntary/voluntary downgrading

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GENERAL RULES Important Information

• Age of document ( refund deadline)
• - Fully unused one year from the date of issue
• - Partial used one year from the last travel
  date
• Refund deadline of expired tickets a maximum of
  18 months after the date of issuance with a fee
  of EUR 35 applies. ( for AF tickets)
• Coupon status must always show status OPEN
• Fuel surcharge (YQ/YR)
• - YR/YQ tax of Non Refundable coupon is NON
  REFUNDABLE, coupons which can be refunded with or
  without a cancellation fee are considered to be
  refund
• Name change fee EUR 50 (for KL tickets). Please
  contact KLM for a refund authorization
  beforehand.
• Refund via BSP link with a refund fee THB.1400
  applies for refunds which could have been done
  directly via GDS.

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GENERAL RULES Reminders

• If a ticket has already processed a refund in GDS
  , it cannot process the same via a Refund
  Application in BSP link.
• Please note that the agents should be send the
  Refund application to Air France office for
  follow up the refund. (AF only)
• PNR cancellation is the responsibility of the
  agent but the coupon status will be changed by
  KLM refund department except AF tickets the agent
  need to changed the coupon status before sending
  the Refund Application to AF office.
• Refund Application should be filled correctly by
  the agent Fill out fare and tax amount / Note
  the reason for refund / Attached relevant
  document.
• If the applicable ticket is exchanged, refund
  should be processed for the new ticket.
• The Refund Application is accessible via BSP link
  within 16 months, after that time no follow up is
  possible.
• Incomplete refund or Refund Applications in BSP
  link for refunds which could have been done
  directly via GDS can be rejected.

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Refund calculation

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REFUND AMOUNT Total RefundUnused Non
Refundable ticket

• Example
• A customer purchased T class Non refundable
  ticket from BKK-AMS-BKK. The customer is unable
  to travel due MEDICAL REASON and requests the
  total refund of the ticket with a refund waiver.
• Fare paid on T class THB.20,500
• Taxes paid THB.13,460 (11570YR/700TS/600RN/80VV5
  10CJ)
• Fare refund THB.20,500
• Taxes refund THB.1,890 (YR tax is NON
  REFUNDABLE)
• Cancelation fee 0 (waived)
• Total refund amount THB.22,390

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REFUND AMOUNT Total RefundUnused Non
Refundable ticket

• Example
• A customer purchased T class Non refundable
  ticket from BKK-AMS-BKK via travel agent. The
  customer noticed that his/her name is not correct
  and requests to the agent to issue a new ticket
  and the total refund of the original ticket with
  a refund NAME CHANGE waiver.
• Fare paid on T class THB.20,500
• Taxes paid THB.13,460 (11570YR/700TS/600RN/80VV5
  10CJ)
• Fare refund THB.20,500
• Taxes refund THB.1,890 (YR tax is NON
  REFUNDABLE)
• Cancelation fee 0 (EUR 50 if no a waiver
  beforehand on KL ticket)
• Total refund amount THB.22,390

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REFUND AMOUNT Total RefundCombine a Non
Refundable ticket

• Example
• A customer purchased a ticket from BKK-AMS-BKK
  combining T class Non refundable outbound flight
  with a return L class which is refundable with a
  THB.3,000 charge. The customer no longer wishes
  to travel and requests the total refund of the
  ticket.
• The return coupon on L class can be refunded with
  a charge of THB3,000

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REFUND AMOUNT Total Refundcombine a Non
Refundable ticket

• Fare paid on T L class THB.24,250
• Taxes paid THB.13,540 (11640YR/700TS/605RN/80VV/
  515CJ)
• Fare used THB.10,250 (1/2 RT TSRTH NUC 324.74
  x ROE 31.563000)
• Fare refund THB.14,000 (1/2 RT LSFTH NUC 443.55
  x ROE 31.563000)
• Taxes refund THB.7,720 ( ½ YR tax THB.5,820 is
  NON REFUNDABLE)
• Cancelation fee THB.3,000
• Total refund amount THB.18,720(THB.14,0007,720-
  3,000)
• Total refund amount THB.22,390

½ Return L class fare LSFTH NUC 443.55 can be
refunded.
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REFUND AMOUNT Partially used

• The unused part of the ticket can be refunded if
  the conditions of the fare permitted.
• The amount of the taxes for unused flight coupons
  can be refunded.
• Fare must be recalculated according to the flight
  coupons which have been used.
• The refund given will be the difference between
  the fare paid and the applicable fare for the
  journey flown.

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REFUND AMOUNT Partially used

• Example
• A customer purchased a ticket from BKK-AMS-BKK on
  Business Z class with a fare basis ZFFTH. The
  customer no longer wishes to travel for a return
  trip from AMS to BKK and requests the unused
  flight coupon to be refunded.

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REFUND AMOUNT Partially used

• Fare paid on ZFFTH THB.91,000
• Fare used THB.74,200 (OW lowest Business class
  fare IFFWTH)
• Fare refund THB.16,800
• Tax paid THB.17,390 (15490YR/700TS/605RN/80VV/51
  5CJ)
• Tax used THB.8,445 (tax OW BKK-AMS-7745YR/700TS
  )
• Tax refund THB.8,945
• Cancellation fee NONE
• Total refund amount THB.25,745(16,8008,945)

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REFUND AMOUNT Partially used

• How to check the fare and taxes of used coupons
• gtFQPBKK/AKL/D20AUG/CZAMS/R,BKK.BKK,13AUG12

Acarrier Ddate of travel Cclass of
booking Rpoint of sale and ticketing , date of
issued
Taxes used
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REFUND APPLICATION FORM-BSP link
Fill in the reason for refund
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REFUND APPLICATION FORM-BSP link
Fill in the fare and taxes
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REFUND HANDLING FEE BSP Link
Refund handling fee EUR 35 or THB.1400
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AF/KLM CONTACT INFORMATION

• If you have any questions,
• Please contact
• AF/KLM TRADE DESK SUPPORT
• TEL [phone]
• Fax [phone]
• Email mail.afklagentdesk.th_at_airfrance.fr