Purged PNR Refund and Exchange Process
Refund Process on a purged PNR
1. Verify the res in MAUI using CM CC and Zip Code. 2. Recap the reservation 3. Retrieve the PNR in the respective GDS 4. Create SCP ticket then Contact the TRAVCOM. 5. Create a new PNR shell by selling in a new one-way flight. Select future dates on the same AL. This will be cancelled later. 6. Do Manual booking after putting in the original PNR that being purged. 7.Enter the original PNR that is already purged. 8. Next, once the new PNR is created, CTRL+W to pause the script from continuing. Then cancel the flight segments. 9. Add retention to extend the life of the PNR following the manual format or using OFFICE MACRO. ER the record. 10. Add TAW Line then ER the record. 11. Add notes in UZ for QC instructions. Document the original PNR and the ticket numbers that has an OPEN status. Add Notes of the vendor contact if there is any and the waiver coded provided. 12. Queue to 35. 13. Create SCP for refund tracking. 14. Leave the case OPEN and assigned to your name OPEN. 15. Assign the SCP to Chase Accounting with instructions once the AL refund already reflects in TRAVCOM. 16. Update the CM every 72 hours until refund is completed and make sure to document the update in MAUI and SCP.
What is Purged PNR
WSPN-331 days held after they are ticketed minimum by the use of retention lines. If a PNR is exchange for a date after that points, the ticketing agent should be manually replacing the original retention line with a new one that is 330 days from the exchange.
Exchange Process on a purged PNR
1. View the res in MAUI using CM CC and Zip Code -take note of the GDS connector and the GDS Locator 2. Provide mini recap 3. Retrieve the PNR in the respective GDS. (UTR means purged PNR) 4. Pull up the TRAVCOM and use the PNR locator to get the ticket numbers and verify that they are on open status. -create SCP ticket first before contacting them to request. 5. Create a new PNR or a shell where QC can process exchange. -note: Make sure to verify FR, exception policy or any travel Exceptions reason. 6. Sell in the new flight customer requested. Manual booking. Click ORXE script to put in passenger info. 7. Select why ORXE can't book the reservation. Select working with another PNR. 8. Enter the original PNR that is already purged. 9. Select air itinerary. 10. Enter your agent set up. 11. Enter the offline accounting program code. 12. Confirm client verification. 13. Verify the fare. 14. Put in all customer's information. 15. Put the billing address. 16. ER, IR, continue sequence. 17. Recap the reservation. 18. Click OK in Appropriate advisories. 19. Click OK on CHARGES, SEATING, AND EMAIL ADVISORIES. 20. Leave Email address blank. 21. Next page will show you the new PNR. 22. Will ask for Super PNR but since you are not making a straight purchase for a brand new booking. CTRL+W to pause the script. 22. Itinerary is displayed including the new PNR 23. Start the Exchange Script using the PostBooking script. 24. Select your current department: HD Agent 25. Select Manual EXCH 26. The Script will pause to check ETR. 27. CTRL+R to resume the script then put the missing information. -Note: all rates are PER PERSON. 28. If the ticketing date is over a year old, you will received a screen prompts. 29. Verify all the information on this screen is correct then click OK. 30. Next, you will be prompted to enter any endorsements or tour codes. -With coach exchanges on any carrier you will be adding notes in the OPTIONAL tab "Non-refundable remain non refundable" 31. Fill out with the information from the tab in MAUI. Enter fake CC number. 32. Add TSA number if there's a TSA number but if no, bypass the prompt. 33. Fare options screen and you will need to check which box applies. 34. Put the phone number and the email address. 35. Document all the things you did both in WSPN and MAUI. 36.Queue the reservation.
