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ATPCO's Refunds Made Easy

VIEWS: 18 PAGES: 32

									ATPCO’s Refunds Made Easy


 Savings, Efficiency, Customer
Satisfaction – You Can Have It All
         Automated Refunds Overview

ATPCO’s Automated
Refunds is an automated,
integrated, and innovative
business solution for
processing your voluntary
ticket refunds.




2
          What is a Voluntary Refund?



    Voluntary refund is defined as
    a cancellation of a ticketed itinerary
    without any new flights being booked




3
                           ATPCO’s Offer to You

    Standardization                               Automation

            Establish an industry
            standard for              Automate a
            processing voluntary      traditionally
            itinerary                 manual transaction
            cancellations

             Increase your          Provide a single point
             savings, efficiency,   of distribution to
             and customer           computer reservation
             satisfaction           systems, global
                                    distribution systems,
                                    and other pricing
                                    engines
       Business
                                                  Distribution
       Benefits

4
    Why Automate Your Refunds?



      Manual
        vs.
     Automated
5
              Pitfalls of Manual Refunds

Manual transactions can decrease your profitability.


1   Can be calculated incorrectly and
    lead to a loss of expected revenue


    2    Can take an extended amount of
         time to process


         3    Require highly skilled staff to address
              complex rules and procedures


             4    Result in long lines at airport ticket counters
                  and long hold times at call centers

6
      Benefits of Automated Refunds


    SAVINGS


              EFFICIENCY


                           CUSTOMER
                           SATISFACTION


7
     Why Automate Your Refunds?


Maximize Your Savings
    Improve revenue retention by
    ensuring accurate calculation of
    cancellation fees

     Errors      “Waiver and Favors”




8
     Why Automate Your Refunds?


Increase Business Efficiency
    Cut processing time and allow
    agent-less refunds by integrating
    with Web site and airport kiosk
    applications




9
      Why Automate Your Refunds?


Boost Customer Satisfaction
     Complete ticket changes almost
     instantly with passengers requesting
     the itinerary cancellation themselves,
     online or at airport kiosks




10
                     Product Features

 Handle public and private fares, domestic, and
     international, as well as waiver scenarios

 Process e-tickets, paper tickets, manually
     priced tickets, and previously reissued tickets

 Process voluntary itinerary refunds instantly at
     your Web site, airport kiosk, or your ticket
     counter



11
                  More Product Features

 Specify the amount of cancellation fees in two
     currencies and/or as a percentage of a fare

 Integrate your data with all of ATPCO’s
     solutions for the travel industry




12
               Industry Status



     major pricing systems
     now process Automated Refunds with
     ATPCO’s Voluntary Refunds (Category 33) data




13
Amadeus
     Airline product
     Agency product
     ATC Refund
     isabelle.romero@amadeus.com



14
HP Enterprise Services
     Airline product
     HP Ticket Reissue/Refund
     lucia.gerber@hp.com




15
ITA Software
     Airline product
     Agency product
     ReShop
     mo@itasoftware.com



16
Sabre
     Airline product
     Automated Exchanges and Refunds
     paula.walters@sabre.com




17
SITA
     Airline product
     Agency product
     Airfare RepriceRefund (ARR)
     psl.servicedesk@sita.aero



18
Travelport
     Airline product
     Travelport Rapid Reprice
     ruth.wolkey@travelport.com
     nancy.rooney@travelport.com



19
                      How It Works


     1    Passenger requests an ticket refund




     2   Pricing system processes the request




     3   Final result is returned to the passenger



20
             What the Pricing System Does

                  1. Identifies the fares and rules on the previous
Pricing system
                     ticket
processes the
request           2. Applies refund rules from each fare on the
                     previous ticket

                  3. Refunds according to rules that dictate

                      • to whom the refund provisions apply,

                      • when the refund request may take place,

                      • what cancellation fee should be assessed,
                        and

                      • how much should be refunded (if any) to the
                        passenger


21
      Coding Voluntary Refunds is Easy

Access FareManager at
applications.atpco.net and select Rules




22
                What You Need to Know

How many refund policies you have for
     – Wholly unused tickets
     – Partially used tickets
     – Fully-flex fares
     – Semi-flex fares




23
       Where You Need to Go




Key Word:   RPO
            (Refund Policy Organizer)




24
                    Sample Refund Policy

 CANCELLATIONS
     BEFORE DEPARTURE
                 CANCELLATIONS NOT PERMITTED
     AFTER DEPARTURE
                 CHARGE EUR 100.00 FOR CANCEL/REFUND.
                 INFANTS AND CHILD DISCOUNTS APPLY.
                 PERMITTED UP TO DAY BEFORE DEPARTURE.
                 THE REFUND IF ANY WILL BE THE DIFFERENCE
                 BETWEEN THE FARE PAID AND THE APPLICABLE
                 FARE FOR THE JOURNEY COMPLETED LESS THE
                 ABOVE CANCELLATION CHARGE.

25
          Using the RPO




     Live demonstration:
     coding Category 33
             RPO




26
                             What the Industry is Doing




82%                                     of carriers using automated reissues
                                        plan to implement automated refunds




27   Statistics based on results from surveys sent to 150 carriers in May and July 2010
                             What the Industry is Doing




 60%                                        of carriers will implement an
                                            automated refunds system by 2011




28   Statistics based on results from surveys sent to 150 carriers in May and July 2010
                What the Industry Expects to Save




                                        $20 30
20 percent of carriers
anticipate saving about                                                   to

                                                                             per automated refund transaction




 29     Amounts in US dollars. Statistics based on results from surveys sent to 150 carriers in May and July 2010.
               What the Industry Expects to Save




                                          $40
16 percent of carriers
anticipate saving more than

                                                                             per automated refund transaction




30     Amounts in US dollars. Statistics based on results from surveys sent to 150 carriers in May and July 2010.
             The Buzz on Automated Refunds




             130
     More than        people worldwide registered
                      for our Refunds Made Easy
                      webinars




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                             Get Started Today
                              Contact your
     Submit an RPO                                                      Contact us
                             pricing system

                                                                   Automated Reissues and
Visit our product page           Amadeus                               Refunds Mailbox
on the Customer Center                                             ReissuesRefunds@atpco.net
at www.atpco.net                     HP
                         2                                              Carrie DeMoss
Click Getting Started          ITA Software                        Industry Solutions Manager
                                                                      cdemoss@atpco.net
                             Contact your Pricing System
Submit an RPO (Refund              Sabre                                 David Darcy
Policy Organizer)            Amadeus (Amadeus Ticket Changer)
                                                                       Product Specialist
                             HP (Ticket Reissue/Refund Solution)
                                    SITA                               ddarcy@atpco.net
                             ITA Software (Reshop)
                                Travelport                              Shelly Runion


        1
                             Sabre (1. Automated Exchange &
                                                                         Product Analyst
                             Refund)
                                                                       srunion@atpco.net
                                    (2. Automated Exchanges)




                                  2
                             SITA (Airfare Reprice Refund)
                             Travelport (Rapid Reprice)




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