ATPCO's Refunds Made Easy

ATPCO’s Refunds Made EasySavings, Efficiency, CustomerSatisfaction – You Can Have It All

What is a Voluntary Refund?Voluntary refund is defined asa cancellation of a ticketed itinerarywithout any new flights being booked3

ATPCO’s Offer to YouStandardizationAutomationBusinessBenefitsEstablish an industrystandard forprocessing voluntaryitinerarycancellationsIncrease yoursavings, efficiency,and customersatisfactionAutomate atraditionallymanual transactionProvide a single pointof distribution tocomputer reservationsystems, globaldistribution systems,and other pricingenginesDistribution4

Why Automate Your Refunds?Manualvs.Automated5

Pitfalls of Manual RefundsManual transactions can decrease your profitability.1Can be calculated incorrectly andlead to a loss of expected revenue2Cantake an extended amount oftime to process3Require highly skilled staff to addresscomplex rules and procedures4Result in long lines at airport ticket countersand long hold times at call centers6

Benefits of Automated RefundsSAVINGSEFFICIENCYCUSTOMERSATISFACTION7

Why Automate Your Refunds?Maximize Your SavingsImprove revenue retention byensuring accurate calculation ofcancellation feesErrors“Waiver and Favors”8

Why Automate Your Refunds?Increase Business EfficiencyCut processing time and allowagent-less refunds by integratingwith Web site and airport kioskapplications9

Why Automate Your Refunds?Boost Customer SatisfactionComplete ticket changes almostinstantly with passengers requestingthe itinerary cancellation themselves,online or at airport kiosks10

Product Features Handle public and private fares, domestic, andinternational, as well as waiver scenarios Process e-tickets, paper tickets, manuallypriced tickets, and previously reissued tickets Process voluntary itinerary refunds instantly atyour Web site, airport kiosk, or your ticketcounter11

More Product Features Specify the amount of cancellation fees in twocurrencies and/or as a percentage of a fare Integrate your data with all of ATPCO’ssolutions for the travel industry12

Industry Statusmajor pricing systemsnow process Automated Refunds withATPCO’s Voluntary Refunds (Category 33) data13

AmadeusAirline productAgency productATC Refundisabelle.romero@amadeus.com14

HP Enterprise ServicesAirline productHP Ticket Reissue/Refundlucia.gerber@hp.com15

ITA SoftwareAirline productAgency productReShopmo@itasoftware.com16

SabreAirline productAutomated Exchanges and Refundspaula.walters@sabre.com17

SITAAirline productAgency productAirfare RepriceRefund (ARR)psl.servicedesk@sita.aero18

TravelportAirline productTravelport Rapid Repriceruth.wolkey@travelport.comnancy.rooney@travelport.com19

How It Works1Passenger requests an ticket refund2Pricing system processes the request3Final result is returned to the passenger20

What the Pricing System DoesPricing systemprocesses therequest1. Identifies the fares and rules on the previousticket2. Applies refund rules from each fare on theprevious ticket3. 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 thepassenger21

Coding Voluntary Refunds is EasyAccess FareManager atapplications.atpco.net and select Rules22

What You Need to KnowHow many refund policies you have for– Wholly unused tickets– Partially used tickets– Fully-flex fares– Semi-flex fares23

Where You Need to GoKey Word: RPO(Refund Policy Organizer)24

Sample Refund PolicyCANCELLATIONSBEFORE DEPARTURECANCELLATIONS NOT PERMITTEDAFTER DEPARTURECHARGE EUR 100.00 FOR CANCEL/REFUND.INFANTS AND CHILD DISCOUNTS APPLY.PERMITTED UP TO DAY BEFORE DEPARTURE.THE REFUND IF ANY WILL BE THE DIFFERENCEBETWEEN THE FARE PAID AND THE APPLICABLEFARE FOR THE JOURNEY COMPLETED LESS THEABOVE CANCELLATION CHARGE.25

Using the RPOLive demonstration:coding Category 33RPO26

What the Industry is Doing82%of carriers using automated reissuesplan to implement automated refunds27 Statistics based on results from surveys sent to 150 carriers in May and July 2010

What the Industry is Doing60%of carriers will implement anautomated refunds system by 201128 Statistics based on results from surveys sent to 150 carriers in May and July 2010

What the Industry Expects to Save20 percent of carriers$20 30anticipate saving about toper automated refund transaction29Amounts in US dollars. Statistics based on results from surveys sent to 150 carriers in May and July 2010.

What the Industry Expects to Save16 percent of carriersanticipate saving more than$40per automated refund transaction30Amounts in US dollars. Statistics based on results from surveys sent to 150 carriers in May and July 2010.

The Buzz on Automated RefundsMore than 130people worldwide registeredfor our Refunds Made Easywebinars31

Get Started TodaySubmit an RPOContact yourpricing systemContact usVisit our product pageon the Customer Centerat www.atpco.netClick Getting StartedSubmit an RPO (RefundPolicy Organizer)12AmadeusHPITA SoftwareContact your Pricing SystemSabreAmadeus (Amadeus Ticket Changer)HP (Ticket SITA Reissue/Refund Solution)ITA Software (Reshop)Sabre Travelport (1. Automated Exchange &Refund)(2. Automated Exchanges)Automated Reissues andRefunds MailboxReissuesRefunds@atpco.netCarrie DeMossIndustry Solutions Managercdemoss@atpco.netDavid DarcyProduct Specialistddarcy@atpco.netShelly RunionProduct Analystsrunion@atpco.netSITA (Airfare 2Reprice Refund)Travelport (Rapid Reprice)332