How a refund works in BSPlink: applications, notices and billing

A refund in the BSP is raised in BSPlink, either as a Refund Application, which all agents can use, or as a Refund Notice, which is for enhanced agents 5. A refund handled outside BSPlink is the exception. It applies when the ticket was never reported to BSPlink, and then the airline decides how to proceed 5. Once an airline authorizes a Refund Application, the amount is deducted in the billing for the period of the approval date 1.

Which route applies

Two conditions come first 5:

• The ticket must once have been reported to BSPlink. If it was not, the agent should contact the airline, which may offer another way to refund it, through its own system or through the GDS.
• The agent's IATA code must not be in Technical Default or Suspension. If it is, the agent should contact IATA Customer Service for the next steps.

If both conditions are met, the choice depends on the agent's status. Enhanced agents may issue Refund Notices, which are direct refunds 9. A Refund Notice has two statuses. It is Pending Supervision until the Supervisor examines it, and Issued once examined 2. An issued Refund Notice cannot be edited 3. It can be started from the Refund Notices option or from Document Enquiry, which fills in the details automatically 3. The sources do not say how a Refund Notice is settled in the billing, so check the rules of your market and airline.

How the airline handles a Refund Application

The Refund Application form asks for the reason for the refund, the ticket involved, the form of payment, and the fare and taxes 4. Once the airline is selected, BSPlink shows the airline's contact for refunds. That is the contact to use if you need to reach the airline about the refund 8.

The status column shows where the application stands 1:

• Pending: issued, but not yet examined by the airline. A standard application can still be edited by the agent. One flagged as Final cannot.
• Under Investigation: the airline needs to research before deciding.
• Pending Authorization: not fully issued, because the Agency Supervisor must accept it.
• Authorized: the airline approved the refund.
• Rejected: the airline refused it. The agent can contact the airline through the contact shown in the Refund Basic Information.
• Resubmitted: the agent has issued again an application that was previously rejected.