Voluntary Servicing for full, partial cancellation and order modification
  • Updated on 18 May 2020
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Voluntary Servicing for full, partial cancellation and order modification

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Use Cases

Passenger initiated full cancellation

“The passenger contacts the Seller to request full cancellation of an Order, which means everything that can be cancelled without specifying any selection of Services or passengers.”

In this use case, the following scenario is covered:

  • Cancellation of all Services from an Order

In case there is residual value due to the passenger, the following may apply:

  • Refund the residual value to passenger
  • Retain the residual value for future use

In case there is a penalty to be applied by the Airline (ORA), the following may apply:

  • Residual value or refund is applied towards penalty (net)
  • Residual value or refund is not applied towards penalty (penalty paid separately)

Passenger initiated partial cancellation

“The passenger contacts the Seller to request the partial cancellation of an Order, which means that the passenger selects specific Order item(s) or passenger(s) to cancel.”

  • Note: The lowest granularity for partial cancellation is the Order Item. Removal of some Services, while retaining other Services in the Order item(s), falls under Passenger initiated changes to an Order use case.

In this use case, the following scenarios are covered:

  • Cancellation of flight(s) from an Order
  • Cancellation of passenger(s) from an Order
  • Cancellation of ancillary(ies) from an Order

In case there is residual value due to the passenger, the following may apply:

  • Refund the residual value to passenger
  • Retain the residual value for future use

In case there is a penalty to be applied by the Airline (ORA), the following may apply:

  • Residual value or refund is applied towards penalty (net)
  • Residual value or refund is not applied towards penalty (penalty paid separately)

Passenger initiated changes to an Order

“The passenger contacts the Seller to request changes to an Order that can result in any price variation; change to an Order can be full or partial.

  • Note: This use case covers the removal of some Services while retaining other Services. Cancellation of full or partial Order Items are detailed in the use cases: Passenger initiated full cancellation or Passenger initiated partial cancellation.

In this use case, the following scenarios are covered:

  • Change of Service dates
  • Change of Service flights
  • Change of Service departure and/or arrival
  • Change of Service product (E.g. cabin, class, fare, family, etc.)

In case there is residual value due to the passenger, the following may apply:

  • Refund the residual value to passenger
  • Retain the residual value for future use

In case there is a penalty to be applied by the Airline (ORA), the following may apply:

  • Residual value or refund is applied towards penalty (net)
  • Residual value or refund is not applied towards penalty (penalty paid separately)

Passenger initiated cancellation (retaining Order for future use)

“The passenger contacts the Seller to request a full or partial cancellation of an Order and wants to retain the Order for future use. The passenger will return at a future point to request for refund or reshop for new Service(s) - at which time, any financial impact will be determined in the subsequent reshop flow.”

In this use case, the following scenarios are covered:

  • Full or partial cancellation for an Order, where the passenger does not know whether they will request for new services or request for refund.

Note: In the current transition period, it means that the Airline cancels the Order but retains any applicable document(s).

Business Functions

01. Transmit fare waiver at reshop

02. Respond to reshop request with the details of the order modification or cancellation - partial or full

03. Request full or partial Order cancellation; Airline (ORA) retains Order for future Reshop request

04. Inform Seller that request is extended to dependent Order Item(s)

05. Inform Seller if a penalty is netted or to be paid

06. Inform Seller about differential type

07. Inform Seller about what will happen to an existing Service should the Seller accept a reshopped Offer Item

08. Commit to selected accepted reshop/delete Offer(s), confirm contact details and preferences

09. View the result of the order modification or cancellation (partial or full)

Message Flow

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