When British Airways involuntary changes a booking, the customer is entitled for a full refund. NDC has recently implemented a capability which allows agents to request refund for a disrupted booking and the refund request will be processed instantaneously and the amount will be refunded to the original form of payment.
However, the auto refund capability could not handle bookings if the agent submits the refund request where the disrupted flight segment is in the past although eTicket coupon is still "Open" or in "Airport Control". These bookings are currently being rejected causing agents to call contact centres to process the refund.
The objective of this feature is to process refund requests instantly for a disrupted booking where one or more flight segments in the booking are in the past and eTicket coupon status for the first coupon is either "Open" or "Airport Control"
Post the implementation of this feature,
- Agents will be able to get instant confirmation for refunds and to advise their customers even if they submit refund requests for disrupted flight segments that are in the past
- Agent won’t need to fill out any web form and doesn’t need to contact British Airways Trade support for refunds
- Reduces the agent’s dependency on call centres