Submission of Refund Application
What does "Full Refund and Rebook/Full Refund for duplicate booking mean?
Customer requests a full refund due to duplicate ticket purchased.
When RA is submitted with the refund type "Special Event *no policy' what type of refund will be displayed in Cancellation History Record.
Reserve Cancellation
Who is the first handler of the refund form under Special Event*no policy/reserve cancellation?
FBU
What are the types of refund under Involuntary.
Flight Change
Refund due to Illness/Death/Visa Rejection
Special Event
Full Refund and Rebook/Full refund for duplicate booking
Once FBU input the refund fee, the passenger needs to reply with acceptance or not. If the passenger did not accept the refund fee, and wish to cancel the request, what button do you need to click?
Rescind Cancellation Request
If the passenger agrees with the refundable amount and wants to continue with the refund, which button should you click?
Turn Back to FBU
What information can be found under "Customer Cancellation Fee Details" when you are submitting a refund application.
Passenger
Segment
Type of Refund
Cancellation fee details
Which special refund type appears in the Cancellation History Record for internal booking adjustments that don’t require a customer refund, to ensure accurate booking status.
Ticket(s) Canceled, Refund Not Processed
For refund requests for related child/infant booking that have not been submitted, if the passenger confirmed that they will cancel together with child/infant, what will be the process?
Submit RA for the related booking, then turn back the form to FBU.
When submitting a refund application, if the additional product can be canceled together, how should OB handle it?
Confirm with customers whether to cancel it, If the customer confirms, tick the corresponding additional product and submit the application.
What is a Supplementary Refund?
When a customer has previously applied for a ticket refund and has already received the refund, but then contacts again to apply for another refund with more refundable amount than the initial refund.
FBU returned the form to IBU due to the ticket status being exchanged. What important information do you need to obtain from the airline?
New ticket number
New ticket refund policies
Refund Method
What is the difference between "Special Event refund" and Special Event refund*no policy".
Special event refund- confirmed that special refund policies announced by AL and applicable, refund will be processed directly upon submission.
Special Event*no policy- In airline or other force majeure scenarios, the system did not display the option, refund form will be reviewed by FBU for policy verification.
For revoking a refund application: If the booking was issued by Trip.com's self-supported ticketing vendor and the yellow light is on for "Airline processing," can the refund request be revoked or not? If yes, why, and what is the process? If no, why not, and how should you proceed?
Yes, revoke can be applied. Need to send an email to FBU, SHGJTPZCZ@Ctrip.com.
What are the common scenarios in which the refund form has been returned by FBU?
1.Refund fee is calculated by FBU.
2.FBU confirms no involuntary refund policy.
3.Ticket status is checked-in.
4.Ticket has been fully/partially used.
5.Refund requests for related child/infant orders have not been submitted.
6.Customers are required to provide/supplement the documents/certificates for special event refund request.
7.Ticket has expired.
8.Ticket status is exchanged.
9.FBU is unable to confirm the refund fee over 24 hours.