FUL Air: Consumer - Refunding Bookings With Discounts

Here are the types of discounts you may come across applied to bookings:

• Carrot Cash Rewards (Refundable)
• Carrot Vouchers (Non-Refundable)
• Deal Drops (Non-Refundable)
• Markdown discounts in the GDS
• Margin added for VI Bookings

Procedure

1. We can check the confirmation email received by the user in Post Ticketing Tab.
1. Carrot Cash Rewards = Carrot Cash - this is refundable.
   
   
2. Carrot Cash, Flash Deal, and Deal Drop = Voucher - this is non-refundable
   

A. REFUND BOOKINGS WITH FLASH DEALS or VOUCHERS

1. Before we process any refund to the user, we must first check how much they paid for the ticket. We have three ways to determine the amount paid by the user.
   
1. Pricing section in the Locator page in Dash.
   The subtotal amount below highlighted in YELLOW is the amount that the user paid for their airfare after any Carrot Cash discounts have been applied. The amount in YELLOW is what is owed to the user. The amount highlighted in GREEN is the actual amount of the airfare before discounts have been applied. The amount below highlighted in BLUE is the total amount that the user paid for their booking including the VIP fee, Hopper Tip, and any ancillaries.
1. Yellow is the Ticketed Subtotal.
2. Green is the Remit Total.
3. Blue is the Ticketed Total.
   
2. UD31 line in Sabre
   
   
3. Confirmation email in Post Ticketing Tab
   
   
2. Now that we have determined the amount paid by the user for the airfare, we can now proceed with the refund. In this case, the user requested to void the booking so we will process a full refund.
   
   
   Note: Notice that the ticket value is USD 1011.21 and based on the screenshots provided in step 1, the user was charged USD 1007.52 only for the airfare. The reason is that the user redeemed Carrot Cash worth USD 3.69 (see screenshot letter c).
   
3. Use the Refund PF Keys and supply all necessary information. Please ensure to use the correct action code based on the reason why we are processing a refund. Queue the PNR to Q400.
   
   
4. Once it has been successfully queued to Q400, we will now see the CXL email remarks in Sabre and the refund will automatically be triggered in Dash.
   
   
   
   
5. For GDS bookings, any Carrot Cash used will be automatically refunded as long as we successfully queued the PNR for cancelation. To check if the Carrot Cash is indeed refunded, please follow these steps:
1. Retrieve the PNR in Dash.
2. Click on the User link.
3. Click the Wallet tab.
4. Click the Credit Events sub-tab and click the Show More button located at the bottom part of the screen.
   
5. From there, we will see the list of the credit events. Below we can see the credit events with the action "create" and the reason being "booking cancellation-carrot-cash-reversal".
6. Once the credits are back in the user's wallet, new events will be created for each credit again but the action will now show "confirm" instead of "create". A completed carrot cash refund under the credit events tab will appear like this:
   
   
6. For non-GDS bookings (ex. Travelfusion booking), we will have to manually and force cancel the booking in Dash since we are processing the refund of the airfare thru Dash. Please refer to the below steps on how to do it:
1. Retrieve the booking in Dash.
2. Click on the Operations tab.
3. Under the Force Processing section, choose Canceled as the Override status and click the Force Process button.
   
4. Once done, we may now check again in the Wallet tab if the Carrot Cash has been refunded.
   
5. IF forcing the booking in Dash fails to update to "Canceled", for FULL Carrot Cash refund, please fill out this FORM to request approval for voucher issuance due to Carrot Cash Auto Refund Fail.

B. REFUNDING TRAVELFUSION AND NDC BOOKINGS

Kindly access this TMP Fulfillment: Refunding a Ticketless booking to know what are the things we ask the airlines in order to process the refund in Dashboard.

C. PARTIAL REFUNDS FOR PNRs with Markdown discounts (Non-refundable)

Example Refundable PNR: H-DWLK47VZXP/JRSBMN

NOTE: BELOW EXAMPLE IS FOR HACKER FARE BUT THIS WILL ALSO APPLY TO ALL BOOKINGS (HACKER FARE OR NOT) AS LONG AS IT IS A PARTIAL REFUND.

We received a refund from the airline for the outbound flight $ 163.96 USD. User paid $81.98USD per ticket for the airfare, a total of $163.96USD for two passengers:

However, a markdown discount was applied to the GDS booking

If we open the confirmation email we can see -$20.00USD Deal Drop was applied to the reservation seen below:

Here’s the detailed breakdown to determine the airfare charge for the user:

PQS for the OB segment = USD163.96
PQS for the IB Segment = USD437.18
Markdown Discount = -$10.00USD

Now, we will split the -$20.00 Deal Drop and -$10.00USD Markdown Discount (total discount applied: -$30.00USD) between both reservations to find the original fare charged to the user:

OB Flight: USD163.96 - USD15.00 = USD148.96
IB Flight: USD437.18 - USD15.00 = USD422.18
Total Original Fare as seen in the Payments tab = USD571.14

Therefore, the refund amount owed to the user should only be $148.96 USD. Vouchers are non-refundable that's why we have to split the amount and deduct it from the refund amount.

D. PARTIAL REFUND FOR PNRs WITH CARROT CASH

PNR: H-RDL84V4PZ1

Provider Locator: MGMAPW/ Z-D2GONZIEG

The first step we need to confirm is if the reservation was indeed redeemed with a Carrot Cash (not a voucher) in the Hopper Wallet as seen below - Offer name will show as CreditOffer:

We have received a refund for the OB PNR MGMAPW for USD223.98

Below are the Fare Details:

Carrot Cash Used: 55.38 USD
Markdown: 5.00 USD

When Carrot Cash Auto Refund works

Because Carrot cash is refundable, we have to consider this when calculating the refund owed to the user. Check first of the segments are past-dated. When the cancellation is triggered in DASH(either by queuing in GDS/force process), the ticket status is "Cancelled", and the full amount of 55.38 USD Carrot cash will be refunded to the user's wallet for partial refunds (instead of half).

The OB flight MGMAPW PQS: 223.99 USD

The IB flight Z-D2GONZIEG PQS: 86.59 USD

We go ahead and subtract the full amount of the Carrot cash from the refunded booking (to compensate for the Carrot cash being refunded to the user via Dashboard).

MGMAPW: 223.99 USD - 55.38 USD- 2.50 USD (half of the markdown) = 166.11 USD

Let's Check our math when we re add it back together:

166.11 USD + 84.09 USD (minus the markdown for the IB flight)= 250.02 USD (original fare seen in DASH)

Refund Due to User: 166.11 USD

Once you have processed the cancellation in Dashboard and the booking status is cancelled, this is what the carrot cash refund will appear like in offer events:

IF Dash fails to update to "Canceled", we don't need to partially refund the Carrot Cash. No need to request voucher approval. No need to deduct the carrot cash amount from the refund amount. We'll just leave it as applied to the used/confirmed portion of the flight and give the user the amt refunded by the airline minus the markdown + divided margin(if any).

E. REFUNDS FOR BOOKINGS WITH CARROT CASH/VOUCHERS THAT ARE FARE-OPTIMIZED

PNR: MOMPHM

Scenario: We received a refund from the airline that is for a higher price than what the user paid.

In this example, the Refund was for $163.96USD.

Refund Details

• Total airfare paid by user (after discounts): USD 152.93
• Fees and ancillaries: USD 0
• Refund from VCC: USD 163.96
• Previous refunds: USD 0
• Refundable for airfare: USD 152.93
• Refund type: Full
  
  If we open the confirmation email we can see -$1.03USD Carrot Cash Rewards was applied to the reservation seen below:

Refund Due to User: $152.93USD

FAQs

1. Question: MOR is Hopper. The passenger used a Carrot Cash, Voucher, or Flash deal upon booking, should I refund it as well?
   Answer: Vouchers and Flash deals are non-refundable once redeemed. Carrot Cash Rewards is refundable when unused. We may refer to this Hopper Wallet: Why wasn't my carrot cash refunded? to determine if the user used Carrot Cash rewards or a voucher in their booking.
   
2. Question: MOR is Hopper. The ticket was reissued with Hopper. The new ticket is now higher. Do we still deduct Carrot Cash if we will refund the new ticket?
   Answer: No. Deduction of Carrot Cash should only apply to the original ticket. In this case, since the ticket has been reissued, we will refund the full amount of the new ticket issued.
   
3. Question: MOR is Hopper. The ticket was reissued with Hopper. The new ticket is now lower. Do we still deduct Carrot Cash if we will refund the new ticket??
   
   Answer: No. Deduction of Carrot Cash should only apply to the original ticket. In this case, since the ticket has been reissued, we will refund the full amount of the new ticket issued.
   
4. Question: MOR is Hopper. The ticket was reissued by the airline so the new ticket is now under the airline's control and has been refunded. Do we still deduct Carrot Cash?
   
   Answer: No. Same as the 2 questions above, we will no longer consider Carrot Cash if the ticket has been reissued regardless if it was done through us or the airline. In this case, we will refund the amount that was refunded by the airline.
   
5. Question: I have a Hacker Fare but I'm only refunding the OB. How much should I refund the user if they used Carrot Cash?
   Answer: If you are only refunding either the OB or IB, no need to deduct the Carrot Cash/Voucher amount. You may refund the full amount of the OB or IB flight so long that it is within the balance.
   This also applies to standard or simple bookings where we only need to refund one portion (either OB/IB) since there's still balance left for us. Always remember that we will only have to deduct nonrefundable discounts if we are refunding in full -- considering that we should only be refunding the ticket value that the user paid and not the amount of the ancillaries attached (if any).
   Note that Markdown discount should still be deducted/divided by 2.
   
6. Question: What if the user is requesting to refund for both OB and IB flights?
   Answer: Treat it as normal, following the steps in the first part of this card.