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Functional Description

OrderCancel allows an existing Order, with no services consumed, to be cancelled. The applicable refundable fare and taxes will be refunded as per the following:

Same Day

When an Order is cancelled on the same date that it was paid for and issued, and no services have been consumed and there have not been any No-Shows, all issued documents are voided, and no amounts are charged against the FOP used.

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For any services purchased outside of the NDC channel, the refund must be processed through the same channel as purchased.

Within 24 Hours

If the Order is cancelled within 24 hours of booking, and no services have been consumed and there have not been any No-Shows, then all services are fully refunded (or Voided as per previous point) as part of our customer commitment. This applies to Orders paid with Cash, Credit Card and Vouchers.

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For any services purchased outside of the NDC channel, the refund must be processed through the same channel as purchased.

After 24 Hours

When an Order is cancelled after the initial 24 Hours then the applicable Fare Rules and penalties will be applied.

Presently Orders paid with FOP Cash+Voucher cannot be processed automatically and must be processed through the Call Center.

General Rules

Whenever servicing an existing Order, an OrderRetrieve should always be done before using this service. This ensures you have the latest version of the Order, which could have changed.

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Presently this does not apply to reissued orders. If you have changed the Order in any way, that has resulted in the reissue of any document, then all cancellations and refunds must be processed through the Call Center.

Examples of messages with complete flows can be downloaded from here.

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