Types of Change & Processing
Refers to a situation where a passenger proactively requests a modification to their flight itinerary.
Voluntary Change
What are the types of involuntary refund?
Flight Change
Special Event
Illness/Death
Visa Rejection
True or False: If the result is approved: OB should fill in the page 2 by themselves (Please transfer the refund form back to FBU)
False
What is TBK ?
What are the options for passengers after flight is changed.
•Apply for involuntary change
•Apply for full refund
•Accept new flight
What is a void ticket/refund?
Some suppliers and airlines have special policies that allow customers to apply for free or low-cost refunds on the day of booking or within 24 hours.
Refund requests for related child/infant orders have not been submitted, and passenger agrees to submit refund request to the related booking, what action you should take?
Submit the request for the related booking, and turn back to form to FBU.
What should OB do after receiving a refund refusal form?
Contact the airline/vendor according to the refund refusal reason.
The scenario is unable to Confirm the Fee Over 24H, passenger wants to wait for the result, but the flight is urgent, what should, and OB advisor do?
What is a Special Events Refund ?
If the airline/other force majeure circumstances occur, the customer will not take the original flight.
What is the workflow for Illness/Death/Visa Rejection refund?
•Check the relevant policy
•Follow up on the required documents
•Submit the refund application to vendor/airline
•Proceed based on the result
How to cancel a refund refusal form?
Step 1: Click ‘Operate’ in IM+ to access the refund details page
Step 2: Tick ‘Rescind Cancellation’ and click ‘Confirm Save’ in the refund details page
For some tickets issued by TF, the ticket policies allow changes, but Trip.com is unable to process the voluntary change. What are those airlines?
•Jeju Air (7C)
•Air Busan (BX)
•Jin Air (LJ)
•Air Seoul (RS)
•Aero k (RF)
•Air Premia (YP)
If the passenger disagrees with the alternative flight that has been provided by the airline, what are the options that you can offer?
•Apply for a full refund due to flight change
•Apply for a change to other timing due to the flight change
809 FORM
Q: Can we suggest that the customer provide the materials via email?
No, due to functional limitations, the 809-refund form is not linked with email. The customer must provide the materials either through self-service or by calling/chatting in.
Q: Refund rejected due to the lack of UN/TK, what should OB do?
Cancel and resubmit a voluntary refund form, and refund the cancellation fee via adjustment.
What should OB do for customer’s request form?
•Handle the case according to the customer’s actual request
Refund fee was calculated, and passenger wants to continue the refund, what will be the next operation of OB?
Turn back the form to FBU
In checking the policy under Illness/Death, what are the things that you need to check under the Prerequisites.
1Whether the policy supports the illness/ death refund application.
2. Passengers only or supporting relatives to apply.
3. Whether to cancel the seat in advance/ latest time limit for seat cancellation
If vendor rejected the form for other reason but comply with the policy case, what action you should take?
Reject the refund form, by clicking the continue cancellation.