- Refunds can now be completed by all printer and non-printer sites.
- Refunds must be completed within 2 months, in accordance with the ticket conditions.
- Where tickets have been printed, you must ensure you have these in your possession before refunding. Tickets must be endorsed 'refunded' and retained by your agency.
- Where tickets are queued (TOD), a refund can be processed without printing tickets.
- If refunding does not apply to all passengers, please divide the booking (see Dividing under Changes to provisional bookings).
You have the tickets (Quickstep)
|
1 |
Retrieve booking (within 2 months) |
*QSSHVT |
|
2 |
Cancel segment or itinerary |
X1 or XI |
|
3 |
Enter received field |
R.YOUR INITIALS |
|
4 |
Check that only cancelled sectors show ?? next to ticket numbers. If not, call Elgar Help Desk. |
*R |
|
5 |
Quote for a refund (last opportunity to ignore) |
XFD |
|
6 |
Cancel and refund ticket (you may no longer ignore) |
XTX |
|
7 |
End and retrieve |
ER |
The client has the tickets (Quickstep)
A full refund cannot be processed without the tickets, so it is necessary to cancel and refund in 2 stages. Upon refund request, cancel the segment or itinerary following steps 1-6 (this ensures any refund before departure conditions are met).
|
1 |
Retrieve booking (within 2 months) |
*QRSUVT |
|
2 |
Cancel segment or itinerary |
X2 or XI |
|
3 |
Enter received field |
R.YOUR INITIALS |
|
4 |
Check that only cancelled sectors show ?? next to ticket numbers. If not, call Elgar Help Desk. |
*R |
|
5 |
Calculate refund due (last opportunity to ignore) |
XFD |
|
6 |
End and retrieve (you may no longer ignore) |
ER |
Once you receive the tickets back from the client, follow steps 7-11 to complete the refund.
| 7 |
Retrieve cancelled booking (within 2 months) |
*QRSUVT |
|
8 |
Enter received field |
R.YOUR INITIALS |
|
9 |
Calculate refund due |
XFD |
|
10 |
Process refund |
XTX |
|
11 |
End and retrieve |
ER |
Tickets are queued as TOD (Quickstep)
Bookings that have been set up as a ticket on departure and are in 'telepaid' status, can be refunded, subject to ticket conditions, regardless of whether they have been printed or not. To refund only a part of a TOD booking, please contact eurostar4agents for assistance, as tickets must first be printed.
|
1 |
Retrieve booking (within 2 months |
*QQVRSU |
|
2 |
Cancel itinerary |
XI |
|
3 |
Enter received field |
R.YOUR INITIALS |
|
4 |
Quote for a refund (last opportunity to ignore) |
XFD |
|
5 |
Cancel and refund ticket (you may no longer ignore) |
XTX |
|
6 |
End and retrieve |
ER |
