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Automated Refunds for Galileo DesktopTM

Viewpoint 4.0TM

Quick Reference

Automated Refunds in ViewpointTM Quick Reference, January 2006 1

Acknowledgement:

This document was developed by Galileo International, Training and Development. Customer feedback is important to us. Please take a few minutes to send any questions

or comments to us at [email protected]

©2005 Galileo International. All Rights Reserved.

Apollo, Galileo, the Globe device, Galileo 360 Learning, Best Buy Quote, Claim PNR, Custom Check, Focalpoint, Front Page News, Galileo 360 Fares, GlobalWare, Inside Availability, Inside Link, Preview Plus, TravelScreen, Private

Fares, PRO-files, Queue Manager, Scriptwriter Plus, Travel Directory, and Viewpoint are either registered trademarks or service marks of Galileo International in the United States and/or other countries.

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2 Automated Refunds in ViewpointTM Quick Reference, January 2006

WHAT IS AUTOMATED REFUNDS? ..............................................................................................................................3 HOW TO INSTALL AUTOMATED REFUNDS FOR VIEWPOINT™.....................................................................................4 STEPS TO PROCESS AUTOMATED REFUNDS ................................................................................................................7

Automated Refund Dialog Box ..............................................................................................................................7 Automated Refund Response Dialog Box ..............................................................................................................8 Change PNR during Refund Process...................................................................................................................11

APPENDIX.................................................................................................................................................................12 Automated Refund Request Dialog Box...............................................................................................................12 Automated Refund Response Screen....................................................................................................................14 Automated Refund Icon .....................................................................................................................................19 Agent Alerts .........................................................................................................................................................19


What is Automated Refunds?

Automated Refunds automates the process of refunding electronic air travel tickets in Viewpoint™. Automated Refunds in Viewpoint™ is a graphical windows-based user interface, which makes the calculation for refunds even easier by eliminating the need to memorize traditional formats. You can simply “point-and-click” to complete your transactions, offering time and cost savings.

You can download the Viewpoint™ version of Automated Refunds from the Agency Customer Support Center website: www.galileocanada.ca

For a refund, Automated Refunds determines the residual value of an electronic ticket, based on open coupons, historical fares and any applicable penalties.

Note: Automated Exchange will be available at a later date.

This Quick Reference Describes: • Minimum system requirements to download the program.

• Automated Refunds assumptions.

• How to Install the Viewpoint™ program.

• Steps to process automated refunds.

Minimum system requirements

• Galileo Desktop, version 1.01 and higher.

• Viewpoint™, version 4.01 and higher.

Assumptions

The system uses the following assumptions when processing a refund:

• Original electronic ticket was: − Issued on or after June 30, 2005.

Note: As of June 30, 2006, processing window will be 1 year. − Unused or partially used. − Not previously exchanged or refunded. − Issued in USD/CAD currency. − Issued in Canada for travel within and between Canada and the 50

United States, Puerto Rico, and the US Virgin Islands. − Issued without a pricing modifier (BIC, FIC, TIC, etc.). − Issued without manual pricing record. − Issued with single form of payment (credit card, cash, cheque only).


• PNR contains: − Single passenger. − Adult (ADT) passenger type. − Single carrier itinerary (no interline). − Trip construction types: one way, round trip, circle trip, open − jaw, double open jaw. − No OPEN segments.

Note: PNR can contain PrivateFares II fares, i.e. fares filed through ATPCO.

• Refunds must be for: − Refundable electronic tickets. − Wholly unused or partially used tickets. − Coupons with OPEN or ARPT status. − Voluntary refunds.

How to Install Automated Refunds for Viewpoint™

Automated Refunds for Viewpoint™ is an executable file (.exe) downloadable from the Agency Customer Support Center site.

To install Automated Refunds, use the following steps.

1. Click the link on the ACSC Website (www.galileocanada.ca).

The InstallShield Wizard appears.


The Automated Refunds add-on installation begins and the Welcome screen appears.

2. Click Next.

The installation reviews settings. If Galileo Desktop 1.01 is not installed, an alert appears advising that you must install it before you can proceed. Otherwise, the installation proceeds and the following screen appears.


3. When the installation is complete, click Finish.

The Installation creates a new item on the menu bar called Issue Docs.

The following options are available from this menu:

• Issue Docs – quick key ‘I’ (Alt+I)

• Auto Refund – ‘R’

• Auto Exchange – ‘E’

• Issue Documents – ‘D’


Steps to Process Automated Refunds

Note: You do not need an active PNR to process an automated refund.

To open the Automated Refund dialog, on the Viewpoint™ menu bar, click Issue Docs and select Auto Refund.

The Automated Refund dialog box appears.

Automated Refund Dialog Box

The only item required for the Automated Refund request is the electronic ticket number that you want to refund.

To begin the refund process, use the following steps.

1. Select a ticket number from the drop-down menu or type one in the text box provided. − If you begin the refund with a displayed PNR, the default ticket

number is the last one issued in the PNR. − If you begin the refund without a displayed PNR, type the ticket

number in the text box provided.

2. If applicable, check the Use PrivateFares box and select the pseudo city

code and account code from the drop-down Pseudo and Account lists, otherwise the pricing request will only consider Public Fares.

Note: If you used PrivateFares™ to price the original ticket, you must include them in the refund pricing request.


3. If applicable, click the Passenger Information Description drop-down to select a Passenger Type Code (PTC) from the list, or type a Passenger Type Code (PTC) into the text box.

Note: If you used a Passenger Type Code (PTC) to price the original ticket, you must account for it in the refund pricing request.

4. Click to select Canadian Routing Code, and enter the mandatory routing code with the refund pricing transaction. Otherwise, go to step 5.

5. Click Continue.

Note: Click Cancel if you want to discontinue the refund process. The Viewpoint™ Itinerary screen appears.

Automated Refund Response Dialog Box

This dialog has two tabs:

1. Automated Refund Calculation tab

2. Form of Payment tab

For detailed information on each field on these tabs, see the Appendix section of this Quick Reference.


Automated Refund Calculation tab

The program pre-populates this tab with information from the Electronic Ticket record.

To update the Automated Refund Calculation tab, use the following steps.

Note: The only field you can edit is the Commission on Refund Fee field. Enter data in this field only when ARNE auto-populates Refund Fee field.

1. Click to select either an Amount or Percentage (%), and then enter the amount of the commission in the Commission on Refund Fee field.

2. Click the Form of Payment tab.

The Form of Payment tab appears.

The Form of Payment tab contains all of the form of payment options. The default is the form of payment used in payment for the electronic ticket you are refunding.


To update the Form of Payment tab, use the following steps.

1. If the Form of Payment information is correct, go to step 3.

2. If you want to change the Form of Payment, click to select a different form of payment, e.g. Cash. Depending upon the form of payment you select, fields may gray out or become available. Enter the related form of payment information as appropriate for your selection.

3. Click Refund.

You may click cancel if you want to discontinue the process. See below.

If you want to make changes to the PNR before you click Refund, see the section called: Changes Permitted to the PNR During the Refund Process

The Refund Disclaimer appears.

4. If applicable, click to select ‘Redisplay PNR to cancel unused air segments’.

5. Read the text and select Agree or Disagree.

6. If you select Agree, Apollo® issues the refund and completes the

transaction and the message following message appears.

7. Once the Electronic Ticket is refunded, click OK to close the dialog box

and to exit Automated Refunds.

8. If you select Disagree, the refund transaction is canceled, and you are returned to the Automated Refund main dialog.


Change PNR during Refund Process

Note: This section only applies if you display an active PNR during the Viewpoint™ Automated Refund process.

On the Viewpoint™ toolbar, you can switch from Viewpoint™ to Focalpoint® using the Host Terminals button, to make changes to the PNR.

If you make changes to the PNR during the Automated Refund process, you must end transact the PNR before switching back to Viewpoint™ and select the Refund option, otherwise the program prompts you to exit Automated Refund, end transact the PNR, and re-request Automated Refund pricing again.

When you complete PNR changes and return to the Viewpoint Automated Refund Response dialog box, accepting ‘Refund’ completes the transaction.

Click OK to close the dialog box and to exit Automated Refunds.

Other Prompts

If you have made changes to the PNR and click OK, a prompt may appear with the Ignore PNR dialog box. (Internally, Viewpoint™ retrieves the PNR after a refund indicating that the PNR has changed in some way.) The Ignore PNR dialog box will typically occur if the check box to ‘Redisplay PNR to cancel unused air segments’ is left unchecked in the Refund Disclaimer dialog box (step 6, above).


The Viewpoint™ Ignore PNR prompt appears. The default is ‘No’ since it is assumed that you do not want to lose any PNR changes related to the Automated Refund, even if you have already end transacted and saved the PNR.

Click No and select Save PNR from the File menu.

Appendix

This appendix provides additional detailed information on the fields present in Automated Refunds in Viewpoint™.

Automated Refund Request Dialog Box

Access to the Automated Refund request screen is through Issue Docs menu in Viewpoint™.

From this menu, you would select Auto Refund.


The Automated Refund request dialog box appears.

Field Definition

Ticket Number • Ticket number is pre-filled if displayed PNR contains electronic ticket number.

• If there are multiple electronic ticket numbers in a displayed PNR, you may view a drop-down list to select electronic ticket number.

• Default is last electronic ticket issued in PNR. If no electronic ticket exists, you can fill in ticket number.

• Active PNR does not need to exist to request an Automated Refund.

• You do not need to display Electronic Ticket Record (ETR) to request an Automated Refund. You only need an electronic ticket number.

Use PrivateFares • If original electronic ticket was issued using a private fare, you can include a private fare pseudo and account code to price refund.

• To include a Private Fare in refund pricing request, check Use PrivateFares box and select applicable pseudo city code and account code, otherwise pricing request only considers public fares.

• Use drop-down list to select a pseudo or account code. • Private Fare Pseudo box defaults to pseudo you are in. • Other authorized pseudo city codes appear drop-down list

for you to select.


Field Definition

Passenger Information

• If original electronic ticket was issued using a Passenger Type Code (PTC), you can include it when pricing refund.

• Passenger Information drop-down box allows you to choose a Passenger Type Code (PTC) for specific passenger type pricing.

• When you click Description down arrow, a drop-down box appears with passenger type codes.

Canadian Routing Code

• Checkbox and variable Canadian Routing Code text box provide a place to enter mandatory Canadian routing code data.

• Canadian Routing Code text box is disabled unless you select Canadian Routing Code checkbox.

• Routing code text box accepts only two numeric characters.

Automated Refund Response Screen

Automated Refund Calculation tab


Automated Refund Calculation Tab Options

Field Definition

Ticket Number(s) Electronic ticket number pre-populated with ticket number entered with refund request.

Traveler Name Traveler Name pre-populated from the Electronic Ticket Record (ETR). If traveler’s name data exceeds allocated positions it will truncate.

Coupon(s) Number Coupon(s) number to be refunded pre-populated with information returned from Electronic Ticket Record (ETR).

Original Fare Populated with original fare from electronic ticket being refunded.

Flown / Used Pre-populated with used fare.

Refund Result Displays difference between the Original Fare and Flown/Used Fare.

Refund Fee Pre-populated with (penalty) amount that is charged for refund.

Commission on Refund Fee Option to input a commission for change fee. Select whether commission is percent or dollar amount. When you select one of these, then you can enter corresponding amount or percent.

Refund Due Displays only when an amount is returned that you are able to refund. This is a variable field.

Currency Label Following fields display a variable currency code: • Original Fare, Tax, Total • Flown/Used Fare, Tax, Total • Refund Result Fare, Tax, Total • Refund Fee • Refund Due You cannot change currency code. However, it is a variable field that changes based on original currency code of electronic ticket.


Form of Payment tab

The Form of Payment is pre-populated with the Form of Payment from the Electronic Ticket Record (ETR).

If you need to change to a different FOP, you will click on the Form of Payment tab to change to other allowable FOP types. Form of Payment Tab Options

When you select Credit Card, the following options appear.

Field Definition

Non-System Credit Card (FCC)

When selected, appends to credit card before actual credit card payment, indicating that it is not a system card.

Vendor Drop-down option provides a choice of credit card vendors.

Number Enter credit card number in this box.

Expiration Date Two numeric month, and two numeric year. This is an optional field.

Extended FOP Option only available if you enter an American Express card.

Customer Reference Number Enter customer reference number supplied by credit card company or corporation.

Card ID (CID) Enter credit card ID.

Approval Code Minimum four digits secured before ticketing.

OK Override carrier acceptance.


If you select Cheque/Check (FCK), you may enter a check number into the field provided, but it is not required.

If you select Cash (FS), it indicates that Cash is being used. No other fields are activated with this option.

If you select Other, a drop-down appears with the following options:

• X – Freeform

• GR – Government Credit

• SGR – Government Cash

• TV – Travelers Check

• MO – Money Order


The Freeform Text field is available for additional text, if required.

Refund / Cancel

Refund

You have the choice to either Refund or Cancel the refund transaction. If you select Refund, you are prompted with the Refund Disclaimer.

You must select Agree or Disagree to proceed or not to proceed with the refund transaction.

‘Redisplay PNR to cancel unused air segments’ appears in the Refund Disclaimer. The default is unchecked.

Selecting ‘Agree’ issues the refund.

Selecting Disagree cancels the refund transaction. If you choose to disagree, the transaction is canceled and you are returned to the Automated Refund main dialog box. Click Cancel and you are returned to the Viewpoint™ itinerary screen.


Automated Refund Icon

Agent Alerts

When an electronic ticket number with less than 13 numeric characters (no check digit required) is manually put into the Ticket Number drop-down, the following agent alert appears.

When an electronic ticket number that is manually put into the Ticket Number drop-down is not found, the following agent alert dialog box appears.


When an electronic ticket number is input incorrectly, or when you are not emulated in the pseudo to which the Electronic Ticket will be refunded, the following agent alert dialog box appears.

If you attempt a Viewpoint™ Automated Refund, and the transaction exceeds the timeout value a Time Out dialog box appears prompting you to Please Retry.

If you attempt a Viewpoint™ Automated Refund, and the Automated Refunds application is not available, a pricing unavailable dialog box appears.

Automated Refunds for · PDF fileAgency Customer Support Center website: For a refund,...

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