Issuing, refunding, retaining for credit or voiding tickets
In this article:
1. To issue a ticket for a flight, retrieve the order on the reservation screen and click on the <Issue Documents> button, which will take you to the NDC – Issue Document screen as seen in image A below.
Image A: Reservation screen with the 'Issue Documents' button highlighted.
Note: If the <Issue Document> button is not displayed, it may indicate an incomplete booking with unbooked flights are the shopping cart, there are no documents to issue, or that your user role is not Agency Admin or Ticketing Admin.
2. On Issue Document screen (image B below), select the payment method that will be used to make payment and issue the document (tickets), and fill in the required details.
Use the green and blue arrows, as indicated in the example screen captured below, to switch between two payment options: CASH (BSP/ARC) and credit card.
Image B: Issue Documents screen highlighting the payment options toggle.
Note: A payment method for a ticket cannot be split. All travellers listed within the order can only be issued in one transaction, using a single form of payment. Adding another traveller after the ticket has been issued is not possible, and another order will need to be created.
It is possible to issue both document types (ticket and EMDs) simultaneously on the same screen. Ensure all items are ready for document issuance before clicking <Issue Document>.
Each item should have its own tile within the associate item section when you're ready to issue the document for each item. A separate form of payment can be used for a EMD and/or ticket document when you have the items on the same screen. You can use the <Add Credit Card> and <Add Other> button to add a separate form of payment and drag the tiles in to the associated item box, as screen captured in image C below.
Image C: Issue Documents screen depicting multiple payments added.
When paying by credit card, the card (OB) fee/s is not displayed on the screen but added during payment and shown on the ticket. To view the OB fees again, click on the <Cancel> button to return the reservation screen and it will display the card fee range in the warning message. Refer to the Card Payment (OB) Fees on the Qantas Agency Connect site for more information.
3. Once the payment method has been selected, click on the <Pay> button to make payment which will issue the document (ticket) and return to the reservation screen. All issued tickets will be displayed under the transactions section of the toolbox (Image D below).
Image D: Reservation screen highlighting paid tickets within the 'Transactions' item in the Toolbox (left panel).
Exchanging a single segment (Flight Specific Reshop)
In the Qantas Distribution Platform portal, you can complete a voluntary exchange for the order. This process is known as an Order Reshop.
An Order Reshop can be performed for either unflown or partially flown orders. The portal offers two types of Reshop:
Flight Specific Reshop: Identifies new flights first and then re-shops by specifying the new flights that your customer wants. When initiated, it returns the full list of flights available for the chosen itinerary, along with the booking classes. The price of the new fare is visible only after adding it to the cart.
True Order Reshop: Reshops the 'origin and destination' and chooses a range of new offers provided by the Qantas Distribution Platform. It automatically calculates the price difference between your customers originally booked flight and the new one, displaying the amount to be paid or refunded, in accordance with fare rules and Qantas' reissue policies.
To perform a Flight Specific voluntary exchange, the following steps apply:
1. Retrieve the booking you wish to exchange on the reservation screen by utilising the search function (image E below).
Image E: Reservation screen with search functionality to retrieve a booking
2. Shop for a new flight:
a. Click on the <Add Air> icon in the top right-hand corner of the screen. Here you will see the empty fields for your new shopping request and the original itinerary segments at the bottom (image F below).
b. Fill in the new flight details that you wish to book.
c. Click the <Gear> icon in the top left corner of the screen, if you wish to add any qualifiers or waivers.
Image F: Add Air screen showing Air Availability
3. Click on the <Air Availability> button to proceed. This returns a list of flight options using your search criteria, displaying each booking class and the number of seats available for each class (e.g. H9 means 9+ seats are available) (image G below).
Image G: List of flight options returned from the Air Availablity request.
4. Add to cart and Reprice:
a. Select the booking class of the desired flight and click the cart icon.
b. This redirects you back to the reservation screen, split into booked and unbooked segments in the shopping cart.
c. Click the pin icon next to the old segment you want to exchange and activate the checkbox for the new segment on the Shopping Cart - Air screen (image H below).
d. Click <Reprice> to implement the changes (image I below).
Image H: List of flight options with Shopping Cart to add the flight for Reprice.
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Image I: Reservation screen with Reprice option to implement the change.
5. After selecting <Reprice> the pricing options screen will display and will allow you to add any qualifiers or waiver codes (image J below).
Image J: Reshop screen with options to add qualifiers and waiver codes.
6. Click <Continue> to be directed to the next screen, presenting a preview of the new itinerary and the total amount to be collected or refunded based on the chosen fare (image K below).
Image K: Reshop screen with a preview of the new itinerary.
7. Click <Continue> again to view a detailed price breakdown of the base fare and taxes (image L below).
Image L: Reshop screen with price breakdown of old and new flight prices highlighted
8. If payment is required (change fee or additional collection), proceed to the payment screen to complete the transaction using your preferred payment method (image M below).
Image M: Reshop payment option screen
Exchange all flight segments (True Order Reshop)
To perform a True Order Reshop voluntary exchange, the following steps apply:
1. Retrieve the booking you wish to exchange on the reservation screen by utilising the search function (image E above).
2. Shop for new flight:
a. Click on the <Add Air> icon on the top right-hand corner of the screen. Here you will see the empty fields for your new shopping request and the original itinerary segments at the bottom.
b. Click the <Pin> icon next to the segment you wish to exchange (image N below)
Note: You may pin more than one segment.
c. Fill in the new flight details that you wish to book.
d. Click the <Gear> icon on the top left corner of the screen if you wish to add any qualifiers or waivers.
Image N: Add Air screen showing the Pin icon to select for the flights required to be changed
3. Click <Reshop> button to proceed. This will return a list of itinerary options using your search criteria alongside the total amount to be collected or refunded depending on the fare.
4. Click <Continue> next to your chosen fare to proceed to the next screen (image O below), where you will see a breakdown of the base fare and taxes, alongside a comparison between the old and new fare (image L above). Any applicable change fees according to the fare rules will automatically be calculated into the new price.
Image O: Add Air screen with a list of itinerary options with a breakdown of fare and tax difference
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5. If payment is required (including change fee or additional collection), proceed to the payment screen to complete the transaction using your preferred payment method (image M above).
6. The ticket status will be shown as exchanged once the exchange has been completed.
An involuntary exchange occurs after a schedule change or disruption to the flights. Flight schedule changes are communicated to the travel agent through the Office Queue function in the Qantas Distribution Platform portal.
Schedule change
1. Review schedule changes: To check for schedule changes, navigate to the reservation screen and click on the <Office Queues> button in the bottom left-hand corner of the reservation screen.
Image P: Reservation screen displaying the office queue button to review Schedule change orders.
2. Check office queues: On the office queues screen, the 'Count' value indicates how many PNRs have had a schedule change. Click the <Folder> icon next to the count to display the list of record locators, or PNRs.
Image Q: Office queues screen displaying the Schedule Change folder with number of bookings on queue.
3. Select PNR: Click on the PNR that you wish to manage from the list. After selection, the PNR will be retrieved on the reservation screen with a warning message indicating the schedule change. There are two options:
Option 1: Accept schedule change: As indicated (image R below), the displayed warning message displays the original flight details and the new one. To accept the new flights, click the <Accept> button on the screen which will update the flight. No extra steps required.
Option 2: Reject new flight and Reshop: If you wish to show for a new flight, click on the <Add Air> icon (image S below) and continue to the Reshop process.
Important note:
a. The portal strictly adheres to the Qantas Schedule Change and Disruption policy allowing exchanges only in alignment with the policy.
b. When performing exchanges after a schedule change, only Flight Specific Exchanges via the <Air Availability> button is available.
c. Schedule change waiver codes are automatically applied in the portal during this exchange process.
Image R: Reservation screen showing the old flight and new flight due to schedule change and the option to accept.
Image S: Reservation screen showing the old flight and new flight due to schedule change and the option to accept.
Disruption
Disruptions is when an involuntary change occurs within 72 hours of departure and impact your traveller's journey. In this case, Qantas will inform the customer directly.
In the Qantas Distribution Platform portal, you can retrieve and view the order (e.g the record locator or PNR) and the new flights that Qantas has provided to your customer. If you have retrieved the order within the disruption window, and the updated flights are appearing in your order, you can manage these in accordance with the Qantas Schedule Change and Distruption policy.
Cancellation (delete order)
To cancel an order (i.e. the record locator or PNR) within the Qantas Distribution Platform portal is a straightforward process. When you initiate the cancellation, the portal will automatically determine whether you are eligible to void the ticket or receive a refund.
Order void: Order void is available only on the day of ticket issuance until 23:59 in the local time zone of the Office ID. Please be aware that this timeframe may vary based on your agency's point of sale.
Automatic refund: Available once the void period has passed. Initiating an order cancel will provide an automatic calculation of the eligible refund amount.
Order void
Note: Order void is applicable only on the same calendar day as ticketing.
1. To initiate the cancellation, select the flight segment <pin> icon you wish to cancel and click <Delete> (image E below).
Image T: Reservation screen with a segment selected (via 'Pin" icon) and its 'Delete' button highlighted.
2. The portal will indicate whether the record locator or PNR is within the void period. For a void, the amount will be shown as ‘0.00’ as screen captured (image T below).
Image T: Notification informing of void period validity and 'Continue' button highlighted.
3. When you are ready to proceed with the void, click on <Continue>. A message advising that the PNR is updated, will be provided (image U below), and will direct you back to the reservation screen.
4. On the reservation screen, the flights will no longer be displayed, and the ticket status will have changed to 'Voided'.
Image U: Notification informing of void period validity and 'Continue' button highlighted.
1. To initiate the cancellation process, select the flight segment <pin> icon you want to cancel and click <Delete> as seen in (image T above).
2. The portal will automatically calculate the refundable amount for your cancellation. If your booked fare is non-refundable, the amount will be displayed as 0 (image V below).
Image V: Notification informing the refundable amount.
Note: If you no longer wish to proceed with the refund, click on the <Cancel> button seen on image H above. This where you can either keep the order or retain the ticket as credit for future travel.
3. Click on <Continue> to see an overview of the refund price breakdown.
4. Once you click on <Continue>, a price breakdown will be shown (image W below) and included any fees or penalty for each passenger associated with the refund amount.
Image W: Notification informing the total refund amount.
Note: If you do not wish to proceed with the refund, you can click on the <Back> button seen on (image W above).
5. Click on <Continue> to proceed with the refund, which will display a message that the PNR has been updated and return to the reservation screen where the flights will no longer be shown (image X below). Here is where the ticket status will be displayed as ‘Refunded’ and the coupon status will be changed to ‘R’ which cannot be changed.
Image X: Reservation screen highlighting no flights in the Itinerary section and 'Refunded' tickets statuses.
Note: If there is an associated EMD with the ticket that is refundable, the EMD status will be shown as ‘Refunded’. Otherwise, an EMD status will be shown as ‘Used.’
Follow the below steps to cancel the flights segments, and retain the documents (ticket) as credit:
1. Retrieve the order or PNR: Open the ticketed order or PNR you wish to retain on the reservation screen.
2. Retain documents: Click the <pin> icon next to the segment you wish to retain and then click on the <Bin> icon next to 'Booked - Air' to retain documents as indicated in (image Y below).
Image Y: Reservation screen highlighting the 'Bin' icon in the Booked - Air section.
Important note: Do not click on the <Delete> button as it will not retain the ticket in credit and proceed with the order cancellation (void/automated refund).
3. Confirmation: All flights will be cancelled from the itinerary. The tickets under transactions will be retained for future use (see image Z below).
Image Z: Section of the Reservation screen highlighting ticket status still showen as 'Ticketed'.
Note: That the ticket status must remain as ‘ticketed’ to use the credit in ticket for future exchanges. Deleting will proceed to cancellation of flights, resulting in either a void or automated refund to be processed, if applicable.
The Qantas Distribution Platform portal allows you to use a retained ticket with stored credit towards a new booking via two different options:
Option 1: Through the same reservation
1. Retrieve PNR: Open the PNR containing the retained ticket. The ticket number is visible at the bottom of the reservation screen. Click the <Add Air> button to book the new flight following the steps as outlined in in Chapter 4 ‘Shopping for offers & creating offers’ (image AA below).
Image AA: Section of the Reservation screen highlighting the 'Add Air' icon on the top right.
2. Add New Flight: As outlined in the article ' Flight Search and Booking', add a new flight to ‘Shopping Cart’. Select the new flight and click the <Air Availability> button (image BB below).
Image BB: Add Air screen with the 'Air Availability' button highlighted.
Image CC: 'Replace' button highlighted in the Shopping Cart section of the Reservation screen.
3. Confirm price difference: The pricing screen displays a comparison of the value of the old ticket and the new one, in addition to the result amount that needs to be collected or refunded.
Image DD: 'Pricing Options' pop-up windonw.
4. Compare the old/new ticket
Image EE: 'Transactions' portion of the Reservation screen showing the different flight statuses.
Option 2: Through new reservation
The portal offers another option to use a customers stored credit towards new order. This is completed following the same steps as the ‘Fare search' section of the article "Flight Search and Booking".
1. Start a new reservation: While shopping for a new flight, on the reservation screen, click on the <gear> icon to open the fare search settings tab.
2. Provide the ticket number in the 'Document No' (Image FF below).
Image FF: Add Air screen and Pricing options pop-window highlighting the 'Dcoument No.' field.
3. When selecting this option, the portal automatically applies the stored credit. After adding the fare to the cart, the portal automatically calculates the amount difference.