Debit Memo-Required Information

Want to avoid delays and follow-ups on debit memo processing? Be sure to provide all the information Galileo requires to expedite your debit memos:

1. One copy of all pages of the complete airline debit memo stating reason for debit.

2. One copy of the Apollo-issued ticket.

3. The ticketing agency’s Apollo pseudo city code.

4. Agency contact for correspondence including name, address, email, fax number, and pseudo city code.

For more information, please log in to http://support.galileo.com/canada. Choose Help 411, and Debit Memo Procedures.

There is a new ticketing modifier, OE, that you can use to override system-generated endorsements.  The OE modifier can be especially helpful in the case of a negotiated fare, schedule change, or waiver when the airline instructs you to remove or replace the system-generated endorsements.

Here are a few important notes regarding the new Override Endorsement (OE) modifier:

• May not be used with name select—OE modifier applies to the entire PNR.
• May be used alone to remove the system-generated endorsements or with the GEB modifier to replace the system-generated endorsements.
• Use of the OE modifier should be restricted to only situations where the airline requires the removal of system-generated endorsements.  Inappropriate removal of or override of carrier-filed endorsement information may result in Agency Debit Memos.

Here are some format examples:

For more information, see:

• HELP OE
• Product Advisory 850 in ASK Travelport answer 18352.

Monday was Thanksgiving but, here is one more item to be thankful for.  You can now use the new partial refunds process to refund all types of e-tickets (includes net fares (GT Modifier), previously exchange tickets, and waiver code).  If the airline has provided a waiver code, just enter it in your HBRF format.  Here’s all you do:

1.  To issue a partial refund enter one of the following formats:
     HBRF0169900431191/RP/RC-01 or
     HBRF0169900431191/RP/RC-01/WC-10A2GRS
     (with waiver code provided by airline, if applicable)

2.  Complete the first fill-in format screen.

3.  If there are refundable taxes, complete the second fill-in format screen.

That’s it; no more Canadian Refunds Application (on the Companions menu – see exceptions below).  This process:

• Updates the airline database to show the coupon status as RFND
• Reports the refund transaction to BSP Canada
• Updates the DAR/TINS table (HMPR*L) (not applicable with waiver code)
• Issues a refund MIR (not applicable with waiver code)

Exceptions: 

• For VMPDs, use the Canadian Refunds Application on your Companions menu to report the refund to BSP.
• For Air France (AF) & Turkish Airlines (TK), continue using the HBRFxxxxxxxxxxxxx command (xxx corresponds to the e-ticket#) without the RF, RP or RC modifiers to change the status to RFND, and use the Canadian Refunds Application to submit the refund data to BSP.

For more information, see:

• HELP REFUND
• Partial Refunds Best Practice in ASK Travelport answer 16218
• Product Advisory 682 in ASK Travelport answer 18102

For most partial refunds using HBRF, the process was recently simplified.  Now, when you enter the format HBRF1234567890123/RF/RC-01 or BRF1234567890123/RP/RC-01 (with correct ticket number and routing code) and complete the fill-in format screens, you’re done.  The new process automatically updates the coupon status to RFND, advises BSP, updates the DAR, and issues a MIR.

For the following exceptions, you use the format HBRF1234567890123 without RP RF or RC modifiers, and then complete the Canadian Refund Application on your Companions menu to advise BSP.

• Previously exchanged e-tickets that require a refund transaction
• Net fare or bulk e-ticket using the GT modifier
• Net fare or bulk e-ticket using the IT modifier if the airline does not return the base fare in the ETR
• Refund transactions that have a Waiver Code

We’d like to advise you of two items.

• Some agents are still completing the old Canadian Refunds Application on the Companions menu when they use the new process.  This causes duplicate refund messages to BSP and doubles the work you do.  Please do not use the old Canadian Refunds Application with the new fill-in format screens.
• In October, you will be able to use the new process for the exceptions listed above.  We’ll give you the details as soon as they become available.

For more information, see:

• HELP REFUND
• Partial Refunds Best Practice in ASK Travelport answer 16218.

Effective, September 14, 2009 at approx 2000MT, when you enter the existing partial refund format
(Example:  HBRF0169900431191/RP/RC-01) a new fill-in format screen appears.  You just add refund data, and then tax data on a second screen, if needed.  The enhanced processing:

• Updates the airline database to show the coupon status as RFND
• Reports the refund transaction to BSP
• Updates the DAR/TINS table (HMPR*L)
• Issues a refund MIR

In most cases, you no longer need to use the interim Partial Refunds application—the enhanced process sends the message to BSP.

This process works for most partial refunds transactions.  For procedures and exceptions, see the Partial Refunds Best Practice in ASK Travelport answer 16218.

For more information, see:

HELP REFUND

Product Advisory 682

The Focalpoint Ticket exchange format HB:FEX handles the exchange of electronic or paper tickets. Before issuing a ticket in exchange, you must check the rules to verify if changes are permitted, and at what cost. If the ticket has been partially used, you will need to create a Manual Pricing Record (HHPR) to enter the new fare. When using the HB:FEX command, you will also be required to create an HHPR for Air Canada, where the One-way repricing policy permits the issuance of the unchanged segment at the ticketed fare.

ARNE is an automated system that provides full automation of both refunds and exchanges on unused or partially used e-tickets (North American itineraries and participating carriers only). ARNE quickly and accurately determines any residual value, including fees and taxes, of the existing ticket and compares it to the updated itinerary. No need to check the rules and the transactions are guaranteed!

For Air Canada, ARNE will take the One-way repricing policy into consideration which means you will be saving time by not having to create an HHPR. With ARNE, the Exchange or refund information is presented to the agent in an easy-to-read format and can be accepted or declined. If a transaction is accepted, ARNE will transmit information to the plating carrier and await confirmation with the authorization code (ESAC) before proceeding with PNR processing. Once airline confirmation has been received, the ticket is reissued/exchanged or refunded, the MIR is updated appropriately, the DARS/TINS history is updated, and appropriate data are sent to BSP Canada. Processing, on average, occurs in 20 seconds!

ARNE transactions will be priced at $1 CAD for any successful transaction effective September 1, 2008 (transaction fees waived April through August). For information on becoming an ARNE subscriber, please go to the Galileo 360 Portal.

Under the Canada heading, select either 360° Portal English or 360° Portal French, sign on with your pseudo and PIN, and then click on the ARNE advertisement on the right-hand side of the screen. Follow the directions to activate the pseudo or pseudos in your agency.

Training classes for ARNE or Focalpoint Ticket Exchanges are available and accessed through the 360° Portal under Galileo Training Services. Reference materials are available at ASK Galileo also available through the Galileo 360 Portal.

Note: Please note that exchanges with a refund /exchanges with negative tax values are not permitted by BSP Canada, as per Memorandums 634 and 636 published in April and June, 2005. Both Focalpoint Ticket Exchange (HB:FEX) and ARNE cannot be used when these situations occur. Please check with the airline for the correct procedures.

For more details, see:

• HELP ARNE
• S*PRO/ARNE
• HELP EXCHANGE
• S*PRO/TICKET-EXCHANGE

If the passenger itinerary originates outside of Canada, the fare will need to be stored in Canadian dollars.

When using a Manual Pricing record (HHPR) to store the fare, please note that EQUIV FARE field on the $NME fill-in screen must be CAD and show the equivalent CAD amount when the FARE field shows a currency code other than CAD.

Even though the Manual Pricing Record (HHPR) and the T:$BGUSD allow you to store a fare in USD, IATA regulations state that tickets issued in Canada must be issued in CAD.

To satisfy the IATA regulations for these tickets, create a Pricing Record (HHPR) using the foreign currency in the FARE field and the equivalent CAD fare in the EQUIV FARE field, see below for an example of a filled-in $NME screen.

Note: The only exception to this rule would be storing the fare for Southwest, where the fare must be stored in USD using the following command T:$BGUSD – see HELP WN for more details.

For an example, see ASK Galileo, answer# 8758 in www.galileo.com/can360
(Click on the blue ASK Galileo banner on the right side of the screen)

Did you know that the HB:FEX screen will be updated the night of April 14th 2008? In order to meet BSP Canada's requirement to automatically report even and additional collection to BSP, and to eliminate the need for your agency to manually report exchanges, Travelport is introducing updated exchange screens in the Apollo® system.

There are no new formats to learn, but here are some of the changes that you should be aware of :

• The paid taxes on the main $EX screen have been removed and a new line has been added to specify the tax
  on the penalty (or change fee) - GST/HST/QST. The only tax codes that will be allowed in these boxes are XG,
  RC, and/or XQ. Tax on penalty amounts may be entered in any order
• When the main $EX is successfully completed, the new tax paid screen ($TP) displays. It contains space for
  20 paid taxes and any associated PFC (XF) breakdown.
• After the $TP screen is successfully completed, the $MR for additional collection displays (unless the exchange
  is an even exchange) to allow the additional collection form of payment to be entered.
• To move back to a previous screen enter: $EX - to return to the main screen and $TP - to return to the tax paid screen
• Completed exchanges will be reported directly to BSP by the Apollo® system.
• If the system calculates that a refund is due, a new response will be returned indicating that a refund cannot
  be reported to BSP. Follow up with BSP or check with the airline for reporting procedures.
• Focalpoint Relay will not be updated, so exchanges must be completed using the HB:FEX process.

For more information, please refer to the ASK Galileo answer number 10883 for the advisory and the HELP screen and Profiles below for all the details on this new exchange process.

• HELP EXCH
• S*PRO/TICKET-EXCHANGE