OrderCancel Overview






 17.2 OrderCancel

VersionReason for ChangeRelease StatusPre-Live DateLive Date
0.5Booking with Confidence – Return voucher validity in the response and Error handlingPLANNED  
0.4Booking with Confidence – Refund voucher capabilityUPDATED  
0.317.2 Cancel and Refund for Involuntary BookingsUPDATEDTBCTBC
0.2Error Handling Auto Cancelled Bookings (See Release NoteUPDATED
0.117.2 ServicingUPDATED  

 Introduction

The OrderCancel Webservice provides IATA Accredited Travel Agents, new retailers and Service Providers the ability to cancel the booking. The service cancels the booking and refunds the refundable amount to the original form of payment if applicable.


 OrderCancel Webservice

This service supports cancelling both hold booking (bookings without eTickets) and booking with eTickets.

  1. Hold Booking - It cancels the itinerary and sends the confirmation email upon successful booking cancellation.
  2. Booking with eTickets – It cancels the itinerary and refunds the refundable amount to the original form of payment. It also sends the confirmation email upon successful booking cancellation and refund process.

This service can only be used on existing bookings made using the Shop and Order APIs and may only be accessed by the agent who created the booking. If the agent went through a 3rd party provider to create the initial booking (GDS or service provider), it is also mandatory to go through this same provider in order to access the booking. If the above conditions are not met, the service will return an error and prevent access.

To cancel and refund bookings with eTickets, it is recommended that a client should call the /wiki/spaces/A1S/pages/842137601 service to get a refund quote before proceeding to the OrderCancel service, which cancels the booking.

Interface Design

Limitations:

  • Part cancellation is not supported i.e cancel some of the passengers in the booking or cancel part of the journey
  • Re-issued bookings with multiple forms of payments cannot be cancelled

This web service is called with the following inputs:

  1. OrderID (Booking reference or PNR reference)
  2. Expected refund amount (required only when booking with eTickets are cancelled)

The output data this service returns include:

  • OrderID (Booking reference or PNR reference)
  • Success or Error
  • Total Refunded Price for booking including ancillaries
  • E-ticket/EMD details along with amount refunded per Ticket/EMD.

Voiding / Cooling off policy for NDC

This is a complete summary of our cooling off/void windows. All timings are based off the time of the POS of the booking, so if it’s UK then it will be 23:59 GMT.

Void

Whenever a ticket is issued, either at booking creation or when ticketing a held booking, you have until 23:59L on the same day to cancel and ‘void’. This is where, for cash and credit card payments, we do not take any payment.

Exceptions:

  1. When a ticket is issued within 24hrs of departure.
  2. When a booking has been changed after ticket issuance (and hence ticket has been reissued/revalidated).

 

Cooling off

NDC applies a 24 hour ‘cooling off’ period from booking creation where you can cancel and receive a full refund if you have ticketed the booking in the first 24 hours (e.g. If you make a booking at 15:00 and ticket it at 22:00 the same day, you have 1hr59mins to void (until 23:59L) and until 14:59 the following day to get a full refund). As above, if the ticket is cancelled before 23:59L no payment will be taken. If after 23:59L but still within 24 hours of booking creation, a full refund is applicable. Note that this is primarily a benefit to those that ticket instantly, not to those that hold bookings for a period of time before ticketing.

Exceptions:

  1. When a booking is made and/or a ticket issued within 24 hours of departure.
  2. When a booking has been changed within the 24 hour period.

RELEASE - V0.3 17.2 CANCEL AND REFUND FOR INVOLUNTARY BOOKINGS

This web service is called with the following inputs:

  1. OrderID (Booking reference or PNR reference)

 The output data this service returns include:

  1. Success or Error
  2. Warning message which explains the details on when and how the refund will be processed
  3. OrderID (Booking reference or PNR reference)

RELEASE - V0.4 BOOKING WITH CONFIDENCE – REFUND VOUCHER CAPABILITY

In these unsettled times of COVID-19 crisis, we want to make it easy for customers by allowing them to make a new booking with confidence, that’s why we are introducing a flexible option where customers can cancel a booking and get a refund voucher for the full ticket value irrespective of the booking type.

This helps customers to retain their entire ticket value and can use the same for their next travel (within 12 months from the first flight departure of the booking).

This web service is called with the following inputs:

  1. OrderCancelParameters (‘BWC’ as the reason for refund voucher)
  2. OrderID (Booking reference or PNR reference)

 The output data this service returns include:

  1. Success or Error
  2. In case of success, there will be a warning message to indicate that tickets will not be refunded, alternatively the ticket value can be used for future travel.
  3. A remark to indicate “Total voucher value of the itinerary”
  4. Ticket and EMD documents along with their statuses.
  5. OrderID (Booking reference or PNR reference)

 Process Flow



 Mandatory Headers

If you have PRE-LIVE access for 16.1, then you will automatically be able to build to 17.2 using the PRE-LIVE environment.

In order to access our API, you will need to pass the following two headers for each call.

Client-key: Your 24-bit API connection key

SOAPAction: OrderCancel17_2_V1

 Web Service URLs

Live URL - WSDL

TO FOLLOW

Please update your WSDL to point to the correct endpoint.

  1. Copy the Test URL ie TO FOLLOW
  2. Paste this URL into the SOAP address location.
    Example:

    WSDL Snippet Example
    <service name="OrderCreateDistributionAdapter">
      <port name="OrderCreateDistributionAdapterSoap11" binding="tns:OrderCreateDistributionAdapterSoap11">
        <soap:address location="[Paste the Test URL here]"/>
      </port>
    </service>

 General Usage Guidelines

The OrderCancel Service

 Validates the actual refund amount against the expected refund amount provided by the client and returns an error if the amounts do not match.

The service validates the actual refund amount against the expected refund amount provided by the client and returns an error if the amounts do not match.

 Cancels the booking and attempt to void the eTicket coupons only if the OrderCancelRQ is invoked within the cooling off period...

The service cancels the booking and attempts to void the eTicket coupons only if the OrderCancelRQ is invoked within the cooling off period and if the original form of payment was cash or credit card if void fails it will attempt the refund. However, if the original form of payment was a debit card, the service will always refund the eTicket coupons even if the OrderCancelRQ is invoked within the cooling off period.

 Cancels the booking and always refunds the eTicket coupons if the OrderCancelRQ is invoked...

Cancels the booking and always refunds the eTicket coupons if the OrderCancelRQ is invoked outside the cooling off period regardless of the original form of payment.

 Will refund the amount to the original form of payment.

The service will refund the amount to the original form of payment. i.e if the original form of payment was cash then the refund will be settled through BSP, and if the original form of payment was card then the amount will be refunded to the card.

 On successfully booking cancellation, service returns

On successfully booking cancellation, service returns the

  • success status
  • total amount refunded for the booking including ancillaries
  • amount refunded per e-ticket/EMD along with their status details
 Returns an error along with a refund form link if the booking is not eligible to be refunded through the service.

The service returns an error along with a refund form link if the booking is not eligible to be refunded through the service. Example: Reissued booking with multiple Form of Payment is not eligible for a refund. An error along with refund form link will be returned in this case.

 Click here to expand...

The service can also be called to cancel the held booking. Itinerary and any paid seats held will be cancelled and email will be sent upon successful cancellation.

 Sends a confirmation email upon successful booking cancellation.

The service sends a confirmation email upon successful booking cancellation.


IMPROVEMENT - V0.3 17.2 CANCEL AND REFUND FOR INVOLUNTARY BOOKINGS

 Can also be called to cancel the disrupted booking

The service can also be called to cancel the disrupted booking. Itinerary and any paid seats held will be cancelled and email will be sent upon successful cancellation. Sends a confirmation email with all the details of refund and SLA upon successful booking cancellation.


RELEASE - V0.4 BOOKING WITH CONFIDENCE – REFUND VOUCHER CAPABILITY

 Can also be called to cancel the held booking

The service can also be called to cancel the held booking. Itinerary and any paid seats held will be cancelled and email will be sent upon successful cancellation. The service can also be called to cancel a booking with refund voucher option. Itinerary and any paid ancillaries will be cancelled from the booking upon successful cancellation. However, tickets will not be refunded, alternatively the ticket value can be used as a voucher for future travel.

When a booking with paid ancillaries is cancelled using refund voucher option, paid excess baggage and meal EMDs will be refunded to their original form of payment. However, paid seat EMDs will be retained by the airline which can be used for future seat purchases.

 Returns an error if voucher refund request option is not enabled in BA NDC APIs.

Returns an error if voucher refund request option is not enabled in BA NDC APIs.

 Returns an error if the booking is requested to be cancelled with refund voucher option but not eligible for the same.

Returns an error if the booking is requested to be cancelled with refund voucher option but not eligible for the same.

 Returns an error if a held booking is requested for a refund voucher cancellation.

Returns an error if a held booking is requested for a refund voucher cancellation.

 Returns an error if a part-flown booking is requested for a refund voucher cancellation.

Returns an error if a part-flown booking is requested for a refund voucher cancellation.

 Returns an error if a booking with first flight departure in less than 1 hour is requested for refund voucher cancellation.

Returns an error if a booking with first flight departure in less than 1 hour is requested for refund voucher cancellation.

 Returns an error if a booking, which has already been issued a refund voucher, is being requested for refund voucher cancellation again.

Returns an error if a booking, which has already been issued a refund voucher, is being requested for refund voucher cancellation again.

 Returns an error if a booking, which has already been issued a refund voucher, is being requested for refund voucher cancellation again.

Returns an error if a booking, which has already been issued a refund voucher, is being requested for refund voucher cancellation again.

RELEASE - V0.5 BOOKING WITH CONFIDENCE – ERROR HANDLING

 Returns an error if a booking, which has already been issued a refund voucher, is being requested for refund voucher cancellation again.
Returns an error if a booking, which has already been issued a refund voucher, is being requested for refund voucher cancellation again.
 Returns an error if a booking, which has already been issued a refund voucher, is being requested for refund cancellation again.
Returns an error if a booking, which has already been issued a refund voucher, is being requested for refund cancellation again.
 Returns an error if a booking, which has already been cancelled and refunded, is being requested for refund voucher cancellation again.
Returns an error if a booking, which has already been cancelled and refunded, is being requested for refund voucher cancellation again.
 Returns an error if booking cancellation with refund voucher is failed due to a technical issue.
Returns an error if booking cancellation with refund voucher is failed due to a technical issue.

General

 Authentication

Authentication

  • The service checks if the agent requesting OrderCancel is the one who has created the booking and is accessing the API via the same channel as booking creation. It returns an error if the agent details do not match.
  • The service checks if the requesting corporate’s detail matches with the booking and returns an error if the corporate details do not match.
  • The service checks if the requesting Travel Management Company (TMC) is allowed to service the corporate and returns error if it is not allowed
 Only bookings that are created originally through NDC Direct Connect channel can be cancelled and refunded through OrderCancel service.

Only bookings that are created originally through NDC Direct Connect channel can be cancelled and refunded through OrderCancel service.

 By voiding the eTicket coupons, the sale would not have reached the airline revenue accounting system...

By voiding the eTicket coupons, the sale would not have reached the airline revenue accounting system hence customer will not be charged for the original booking.

 If the booking had ancillaries they will be cancelled along with the tickets...

If the booking had ancillaries they will be cancelled along with the tickets, and the amount will be refunded to the original form of payment used to pay for them.

  • Within 24 hours of purchase, for Cash/Credit Card purchase, a void will be attempted first, if void fails, the refund will be attempted. However, if the original form of payment was a debit card, the service will attempt the refund.
  • Outside 24 hours of purchase, the service will always do the refund for all eligible refundable ancillaries
 For bookings created by IATA agents...

For bookings created by IATA agents, a confirmation email will be sent to the agent’s email address present in the OrderCancelRQ, otherwise, to the agent email stored in the booking.

Non-IATA Agents

 For bookings created by non-IATA agents...

For bookings created by non-IATA agents, a confirmation email will be sent to the passenger’s email address present in the booking.