Dupe cases

Eligible validating carrier:  A3 (390), OA (050)
Eligible PNR: Ticketed 
Eligible flights: Any (A3, OA, OAL)
Eligible fares: Any A3/OA fare, published/unpublished. Including but not limited to:

• Free tickets
• Agency Discount tickets
• Agency promotional tickets
• Private fares (i.e. IT)

Eligible passenger type code: All
Eligible Offices: All GDS/F1 worldwide
Eligible documents: E-tickets and EMDs (standalone and associated)

The following situations are considered a DUPE booking: 

• More than one PNR under the same details described below:
  
  • Passenger details (first, middle, family name, date of birth)
    Attention: The name must be exactly the same, otherwise the case is not considered to be a DUPE but is a name change and therefore follows a different policy.
  • Departure date
  • Flight number
  • Routing
    
    
• And independently if below details are different:
  
  • RBD (i.e one PNR in M and the other in K)
  • Fare family (i.e one PNR in Flex and the other in Light)
  • Cabin compartment (i.e. one PNR in business and the other in economy)
  • IATA (i.e. one PNR from an IATA and the other from the same or different IATA)
  • Issuing Office ID or PCC (one PNR from direct sales and the other from indirect)
  • Point of Sales

• If both tickets are issued on the same calendar date:
  A full refund will be applied to the second ticket that was issued without any fee.
  The refund transaction in the system should be considered as voluntary full
  Do not use the involuntary refund transaction
  
  
• If the issuance date of the two tickets is different (i.e first ticket issued 27/01/21 and second 28/01/21 or any other date):
  A full refund will be applied to the second ticket that was issued minus a cancellation penalty of 23 EUR.
  The refund transaction in the system should be considered as voluntary full
  The refund record must be updated with the penalty amount
  For 1A users : Cancellation penalty: CP
  For other GDSs, the travel agent should check with their local GDS help desk for the cancellation penalty code that should be used.
  
  

The PNR for the unused and refunded ticket should be cancelled at the time of refund (if is not already been cancelled previously).

Request for DUPE cancellation after departure

Valid only for passengers who purchase a ticket at the airport before departure and realize after departure that they already had another ticket for this itinerary.
The Agent should check if the second, used ticket, was issued for the same date and flight as the first ticket. 

If yes:
Cancellation is permitted. The unused ticket can be fully refunded minus a penalty of 23 EUR

If no:
Cancellation of the first ticket will follow the applicable fare rules (as the passenger/agent would have been informed about the DUPE and should have proceeded with the cancellation of the second ticket)

For refundable and non-refundable tickets: The Agent can proceed with refunds through their GDS. 

If not possible, then a refund application through BSP should be filed. 

Attention: An EMD-A will only be considered a DUPE in the following case:

The service was already issued and passenger paid for the same service again at the airport before departure.
Any other case (e.g.: PNR contains two EMDs for the same service, but the passenger says that he/she wants only the one) is not considered to be a DUPE. An EMD-A is always in the same PNR as the ticket, therefore the agent can check which services have already been paid for or not and can confirm directly with the passenger before proceeding with any new issuance.
When the passenger consults “My Booking” before adding a new service, he/she can check the services that have already been booked. These cases will be handled as voluntary refunds with no exception. 

EMD-S and EMD-A in final status

As EMD-S are issued in final status as used (F) and EMD-A are automatically changed to Flown after departure (if they have not been disassociated from the ticket) and changing the final coupon status is not allowed, the following procedure should be applied:
Request a refund of the EMD through BSP
EMD-S and EMD-A should be left in status F.

For refundable and non- refundable EMDs with a coupon status Open for Use:

Refunds should be requested through BSP 

Attention:

Both the Refund Notice and the Refund Application for tickets and EMDs, must include the following Waiver Code:
“DUPE plus the record locator that will remain active”

Entries for including a waiver code in the refund record

Waiver Code Cryptic Entry in Refund Panel