FAQs - Dupe Booking policy

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

• First name, middle name and surname
• Date of birth
• Departure date
• Flight number
• Itinerary

The PNRs must also have an issued ticket for the DUPE policy to apply.

Yes.

A booking is still considered a DUPE even if the following are different:

• Booking Class (RBD)
• Fare family
• Cabin class
• IATA number
• Office ID / PCC
• Sales channel
• Point of sale

For example, a booking in M Class / Flex and another booking in K Class / Light may still be considered DUPE if all the other DUPE criteria are met.

If the passenger names are not exactly the same, the bookings are not considered DUPE.

The case should instead be handled according to the applicable Name Change Policy.

No.

The policy applies to:

• A3 flights
• OA flights
• OAL flights

It applies to ticketed PNRs with AEGEAN (390) or Olympic Air (050) as the validating carrier.

Yes.

The policy applies to all published and unpublished fares, including:

• Free tickets
• Agency discount tickets
• Agency promotional tickets
• Private fares / IT

It also applies to all passenger types.

Υes.

The policy applies to all GDS/SPRK (F1) offices worldwide.

For an identified DUPE booking with an issued ticket, an SSR is automatically added approximately one hour after the PNR is created.

The SSR asks the travel agent to clarify the situation with the customer.

The second ticket issued should be refunded.

This applies regardless of whether the two tickets were issued on the same or on different calendar dates.

No.

No cancellation fee applies to a DUPE refund.

A DUPE refund must be processed as a Voluntary Full Refund.

It must not be processed as an Involuntary Refund.

The PNR associated with the ticket being refunded must be cancelled at the time of the refund, unless it has already been cancelled.

The booking that remains active should not be cancelled.

Yes, where possible.

For tickets, process the refund through GDS/SPRK (F1) whenever the system allows it.

If the refund cannot be processed through GDS/SPRK (F1), submit a BSP Refund Application.

A special exception applies when the passenger:

• purchases a new ticket at the airport before departure, and
• later it is identified that they already had an issued ticket for the same itinerary.

If the ticket issued at the airport was used on the same date and on the same flight, the unused ticket may be refunded.

If the ticket issued at the airport was not for the same date and the same flight, the refund eligibility is determined according to the applicable fare rules.

An EMD-A is considered a DUPE only when the passenger has already purchased and paid for a specific service and then purchases the same service again at the airport before departure.

No.

Duplicate services within the same PNR are not considered DUPE.

They should be handled according to the applicable Voluntary Refund rules.

This is not considered a DUPE case.

If the passenger simply decides that they no longer need a service, the applicable Voluntary Refund rules should be followed.

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

• Submit a refund request via BSP – Refund Application.
• Keep the existing coupon status unchanged.

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

• Submit a refund request via BSP – Refund Application.

All DUPE refund requests, whether submitted as a Refund Notice or a Refund Application, must include:
DUPE + active record locator

For example:
DUPE ABC123

The record locator must correspond to the booking that remains active after the DUPE ticket has been refunded.

Yes.

The mandatory waiver code applies to DUPE refund requests for both tickets and EMDs.

Yes, but the DUPE criteria for EMD-A are specific.

An EMD-A is considered DUPE only when the same service has already been paid for and is purchased again at the airport before departure.

The applicable EMD refund procedure should then be followed.