Refunds Application Management
Through the Refunds Application Management we handle all refund applications from
the travel agents and passengers direct sales which are sent to the airlines. We
check the BSPLink system, perform the refund calculations of full and partial refunds
according to the rules and either reject or give approval to the agents.
Further we check, if mandatory documents are complete and follow up to the agents.
In cases of goodwill, the airline will be contacted for approval. Refund queries
of direct sales passengers are checked and managed directly in airlines own computer
systems. Agents are continuously informed about the receipt of their applications
and the status of processing.
Incoming refund applications are checked against sold, flown, exchanged, lost, stolen
and already refunded coupons. Additional checks are performed such as if original
tickets are settled correctly via BSP, if refunded tickets from other carrier etc.
We enquire ticket histories and passenger lists for checking of schedule changes,
cancellations, delays, special authorisations, no shows etc.
Fastest response time for incoming refunds applications is guaranteed through our
most automated software system. All refunds are managed with the maximum accuracy
and efficiency, according to the industry standards and local regulations. The close
contact of our airline industry experts and their professional interaction with
agents and passengers assures a high service level and quick results. Agents’ disputes
are managed promptly.
All approved refund applications are checked automatically against the BSP settled
refunds and agency debits are issued, if refunds were settled with incorrect amounts
or without authorisations.
An easy tracking of the complete refunds management process via an exclusive internet
portal is given. Comprehensive and customized management information statistics
are produced at local office and head office levels and can be adapted to airlines
individual needs.
Detailed information is analysed about agents’ behaviour, the most common requests,
historical trends etc. Refund applications can simply be searched and detected per
ticket number, agency IATA-number or name, refund application date etc. via the
internet portal. All data can be easily exchanged and interfaced with external systems.
Besides the general, standard procedures our Refunds Management service is fully
adaptable to airlines specific requirements.
Your benefits are:
- quick and accurate handling of all refunds applications
- optimising time intensive activities like refund value calculation and interaction
with suppliers
- reduction of internal process costs
- high level of flexibility in individual refund management requirements
- increased customer satisfaction and service levels
- no initial investments are necessary
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Refunds Application Management