Refund Tracker - FAQs

Nicole Silva -

 
  1. What is Refund Tracker?  
    Refund Tracker is an automated feature within Travelport Mobile Agent designed to help travel agents monitor and manage unused GDS ticket segments for potential refunds. 

 

  1. How do I activate Refund Tracker?  
    To activate Refund Tracker, go to the service menu in the main menu of Travelport Mobile Agent and select 'Refund Tracker.' You need to read and agree with its terms and conditions.  

 

  1. How does Refund Tracker work? 

After agreeing with the terms and conditions, click on “process now”. This will initiate the scanning process, which may take a few hours for the first-time scan in your account. Wait until there are no days to be processed (check the status page) to see potential refunds.  

 

  1. How do I track the progress of Refund Tracker? 

When you access Refund Tracker, you are presented with a dashboard that shows all the relevant information. Keep in mind that until it runs the full 330 days of tickets for the first time, no tickets for refund will be listed.  
 

  1. Is there any cost associated with using Refund Tracker?  
    No, Refund Tracker is a free service provided to all Travelport Mobile Agent users. There are no additional fees for activating or using this feature. 

 

  1. What does Refund Tracker monitor?  
    Refund Tracker monitors your ticketing data for unused segments that may be eligible for refunds based on standard IATA criteria. 

 

  1. What are Unscheduled Tickets?  
    Unscheduled Tickets are tickets identified by Refund Tracker as having open, unused segments that might be eligible for a refund. 

 

  1. How are notifications about potential refunds handled?  
    When Refund Tracker identifies tickets that need review, a notification appears on the top of the page of Travelport Mobile Agent, alerting you to take necessary actions. 

 

  1. What actions can I take on tickets listed in Refund Tracker?  
    You can either reschedule them for future review or delete them from the list if they are processed or deemed ineligible for a refund. 

 

  1. Does Refund Tracker automatically process refunds?  
    No, Refund Tracker does not process refunds at this time, although we are considering as a possible improvement for the future. It does identifies potentially refundable tickets and notifies you to review and process them according to airline rules. 

 

  1. What should I do if I disagree with the ticket status shown in Refund Tracker?  
    If the ticket status shown does not reflect actual usage or eligibility for refund, you should manually review the ticket details and adjust the actions in Refund Tracker accordingly. 

 

  1. Can I customize the Refund Tracker settings?  
    Currently, Refund Tracker operates with standard settings designed to meet the general needs of all agents. We welcome your suggestions for improvement at info@tts.com. 

 

  1. What happens to data of tickets once they are deleted from Refund Tracker?  
    Data related to deleted tickets is permanently removed from Refund Tracker but remains intact in the GDS. Deleting a ticket from Refund Tracker does not affect your GDS data. 

 

  1. How does Refund Tracker ensure data privacy and security?  
    Refund Tracker complies with all applicable data protection laws. It does not store any personally identifiable information of passengers and uses secure protocols for data handling and storage. 

 

  1. Who can see the tickets listed in Refund Tracker?  
    Only authorized users within your agency who have access to the Travelport Mobile Agent platform and are linked to the same PCC can view the tickets listed in Refund Tracker. 

 

  1. What are the financial benefits of using Refund Tracker?  
    Refund Tracker can significantly increase your agency’s profitability by identifying and enabling the refund of unused ticket segments, potentially recovering substantial amounts of money. 

 

  1. How frequently does Refund Tracker update ticket information?  
    Refund Tracker uses the user session data after the user exits the app. It updates ticket information as often as the user leaves the system. 

 

  1. Can I force Refund Tracker to process my tickets when I want? 
    Yes you can. Anytime you want, you can click the “Process Now” button on the Refund Tracker dashboard. Keep in mind when you do this, you can’t use Travelport Mobile Agent while it’s processing your tickets, however, you can always request it to stop processing. 

 

  1. What should I do if I experience any issues with Refund Tracker?  
    If you encounter any issues while using Refund Tracker, please report them to our support team at support@tts.com for assistance. 

 

  1. Can I opt out of Refund Tracker?  
    Yes, to opt out of Refund Tracker, you need to request deactivation by contacting our support team at support@tts.com. 

 

  1. Where can I read more about Refund Tracker?  
    For more information about Refund Tracker, please visit our support portal at http://support.tts.com. 

 

  1. Data Retention  
    Any tracked ticket that is older than 13 months will be automatically removed from the system, as it is no longer possible to refund tickets beyond this period. 

 

 

 

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