Voluntary Servicing for full,partial cancellation and order modification

Updated on 28 Aug 2020
3 Minutes to read
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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: