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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:

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.

The OrderReshop API (with action type "Cancel") should be called prior to the OrderCancel to check the amount to be refunded.

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 all amounts are returned to the FOP used.

If any services have been consumed or there have been No-Shows then the applicable Fare Rules and penalties will apply.

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

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.

Presently this does not apply to reissued orders (with an exception mentioned below). 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.

The exception applies to reissued orders paid only with cash and being cancelled within 24 hours of the first tickets being issued. If you have changed the Order in any way, that has resulted in the reissue of any document, then all cancellations and refunds can be processed through NDC. The refund of ancillaries only applies to those that are associated to the last ticket.

If any services have been consumed or there have been No-Shows then the applicable Fare Rules and penalties will apply.

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.

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