Dupe Booking policy

A booking is considered a DUPE when more than one PNR exists for the same passenger and itinerary with identical:

• First, middle and last name
• Date of birth
• Departure date
• Flight number
• Routing

This policy applies to:

• Validating carriers: AEGEAN (390) and Olympic Air (050)
• Ticketed PNRs only
• All A3, OA and OAL flights
• All published and unpublished fares, including:
  • Free tickets
  • Agency discount tickets
  • Agency promotional tickets
  • Private/IT fares
• All passenger types
• All GDS/SPRK (F1) offices worldwide
• E-tickets and EMDs (associated and standalone)

Important note

Names must match exactly. If names differ, the case is not considered a DUPE and must be handled under the applicable name change policy.

A booking remains a DUPE even if the following differ:

• Booking class (RBD) (i.e. M vs K)
• Fare family (i.e. Flex vs Light)
• Cabin (i.e. Business vs Economy)
• IATA number
• Office ID/PCC 
• Sales channel (direct or indirect)
• Point of sale

An SSR is automatically added approximately one hour after PNR creation for all identified ticketed DUPE bookings, requesting that you clarify the situation with your customer.

Tickets Issued on the Same Calendar Date

• Refund the second ticket issued in full.
• No penalty applies.
• Process as a Voluntary Full Refund.
• Do not process as an involuntary refund.

Tickets Issued on Different Dates

• Refund the second ticket issued.
• Process as a Voluntary Full Refund. 

The PNR associated with the refunded ticket must be cancelled at the time of refund if not already cancelled.

This exception applies only when a passenger purchases another ticket at the airport before departure and later discovers an existing ticket for the same itinerary.

If the airport-issued ticket was used on the same date and flight:

• The unused ticket may be refunded.

If the airport-issued ticket was not for the same date and flight:

• Refund eligibility will be determined by the applicable fare rules.

An EMD-A is considered a DUPE only when a passenger purchases the same service again at the airport before departure after having already paid for it previously.

Examples such as duplicate services within the same PNR or a passenger deciding they no longer require a service are not considered DUPE cases and must be handled according to normal voluntary refund rules.

EMD Refund Processing
For EMD-S and EMD-A in final/flown status:

• Submit the refund request through BSP (Refund Application).
• Leave the coupon status unchanged.

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

• Submit the refund request through BSP (Refund Application).

Tickets (For both refundable and non-refundable):

• Process refunds through the GDS/SPRK (F1) whenever possible.

• If GDS/SPRK (F1) processing is not possible, submit a refund application through BSP (Refund Application).
  
  

Mandatory waiver code

All DUPE refund requests (both refund notice and refund application) for tickets and EMDs must include:
DUPE + active record locator

Example:
DUPE ABC123
The record locator must correspond to the booking that remains active.

Replace JJJJJJ with the active record locator.