All Agents issuing tickets through an automated paper or e-ticket system are able to process an automated refund via BSP/ARC.

Refunds cannot be processed for out of sequence travel.

Agents can do automated refunds on tickets and/or coupons issued for Gross and Private Published fares, for both fully unused and partially unused documents, provided:

Note: A service fee will be charged for any refunds processed by Qantas Refunds which are eligible for an automated refund by the agency.

If the incorrect commission level has been processed through BSP/ARC a Sales Summary Adjustment must be sent to Qantas for assessment.

If a ticket has been issued at the incorrect fare level, for example an Adult ticket has been issued for a child in error, a new ticket can be issued and the original ticket submitted for refund. If no cancellation penalties apply the original ticket can be refunded.

For tickets with cancellation penalties, please contact Qantas for an authority to refund the original ticket without penalty. The new ticket may need to be issued when requesting the authority.

If travel has commenced, send to Qantas Refunds a copy of the ticket and a copy of the fare print out as at the date of ticket issue. No fare adjustment can take place until all travel has been completed. If there are interline segments Qantas may need to wait to see what value the other carrier/s bill Qantas prior to adjustment.

If your customer was issued with a downgrade slip for a voluntarily or involuntary downgrade, to request a refund, forward the following to Qantas Refunds:

• Letter of explanation
• Copy of the ticket
• Original boarding pass. If the downgrade slip has been misplaced a photocopy can be accepted provided there is no interline carriage

If you have over-collected the taxes on a ticket you may apply for a refund on the difference.

If travel has not commenced a new ticket can be issued and the original ticket can be refunded. For tickets with cancellation penalties, please contact Qantas for an authority to refund the original ticket without penalty. The new ticket may need to be issued when requesting the authority.

If travel has commenced, send to Qantas Refunds a copy of the ticket and a copy of the fare and taxes print out as at the date of ticket issue. No fare adjustment can take place until all travel has been completed. If there are interline segments Qantas may need to wait to see what value the other carrier/s bill Qantas prior to adjustment.

If a ticket has been over-refunded, an ADM will be generated by Qantas.

If a ticket has been issued and charged via BSP/ARC as a prime issue when it should have been charged as an exchange, refund the original ticket. Reissue penalties may apply.

For all cash sales where a BSP/ARC ticket has been issued the ticket may be voided within the BSP period. All credit card sales must be voided on the same calendar day as the ticket was issued; ensuring the credit card charge has also been cancelled. All coupons should be forward to Qantas via your BSP/ARC Sales Report.

Tickets may not be voided after departure or after the BSP/ARC period has closed. In this instance you must apply for a refund and any applicable cancellation penalties will apply.

If the ticket was issued for a fully refundable fare then process an automated refund through BSP/ARC.

It is important to always check that the sequence number on a ticket matches the actual physical ticket before closing the end of day return or giving the ticket to the passenger. Failure to check that the tickets are printing correctly can cause difficulties for your customer.

• Prior to travel

If tickets have been issued out of synchronicity they can be voided. If the BSP/ARC period has closed you may issue a new ticket and refund the original ticket. Refund penalties may apply and you may contact Qantas if you have specific questions.

• After travel has commenced

If you realise a ticket has been issued out of synchronicity after travel has commenced you will need to forward a copy of your BSP/ARC billing and a copy of the ticket to Qantas Refunds.

To apply for a refund against a Pre-Paid Ticket Advise (PTA) you must complete the applicable Refund Application form, dependant on form of payment, and attach a copy of the MCO/PTA and itinerary and send into Qantas Refunds for processing. Cancellation and other penalties may apply.

Documents cannot be processed as an automated refund against a PTA by a Travel Agent, as a notification may need to be sent to the port where the PTA was issued to verify the ticket was not actioned or collected.

Refunds can only be processed by the original issuing agent of the MCO/PTA used for payment of the pre-paid travel.

If the PTA sponsor requests a refund of a PTA - the PTA fee will remain non- refundable and is deducted from the amount to be refunded. All normal cancellation penalties of the fare will apply.

Eg, if a PTA is sent for a non-refundable fare and the PTA is cancelled prior to travel. The value is non-refundable regardless of whether the actual ticket has been issued.

Submit the applicable refund application form and attach a copy of the signed LTI form to Qantas Refunds. The LTI fee will be charged.

Contact Qantas Refunds for guidance on processing of these expired documents.

Contact Qantas Refunds for an authority to refund the original ticket without penalty. The new ticket will need to be issued prior to requesting the authority.

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