| Sales COA/OT New Bookings |
| Ticket Price Range |
Charge Max % or Fee Range whichever is lower |
1. U.S Military (traveller & Immediate family)
2. Pax directly affected by severe weather, natural disaster or other uncontrollable event
3. Bereavement (affecting traveller & Immediate family)
|
Customers with visual impairments |
Senior citizens (65 years and over) |
Youth (between 18 and 25) |
| Max % |
Fee Range |
| $0-$100 |
40% |
$25-$40 |
Up to $35 |
Always Match The Website Fare |
Max $125 |
25% discount off our SF |
| $101-$200 |
40% |
$35-$80 |
| $201-$500 |
40% |
$45-$200 |
| $501-$750 |
40% |
$45-$250 |
| Above $750 |
33% |
$45-$250 |
| JCB Fare Rule:- |
The SF is the difference b/w the Pub & JCB Fare + applicable Service Fee (see grid above).
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|
|
| Cancellation & Refund (Including Alternate Date/ Airport) |
|
Air - Domestic |
Air - International |
1. U.S Military (traveller & Immediate family)
2. Pax directly affected by severe weather, natural disaster or other uncontrollable event
3. Bereavement (affecting traveller & Immediate family)
|
Customers with visual impairments |
Senior citizens (65 years and over) |
Youth (between 18 and 25) |
| MCO SF Refund |
Economy
(Cancellation Fees) |
Business/First
(Cancellation Fees) |
MCO SF Refund |
Economy
(Cancellation Fees) |
Business/First
(Cancellation Fees) |
|
Online Booking: (Refund) Air - 0-24 Hrs
|
100% |
$75 |
$100 |
100% |
$100 |
$100 |
100% discount on our cancellation, refund or ticket change service fees
|
50% discount ($25 Dom & $35 Int. Cancellation Fee)
100% MCO SF Refund.
|
50% discount on cancellation Service Fee
(Online / Contact Center Booking: 0-24 Hrs)
|
100% MCO SF Refund.
25% Off ($18.75 Cancellation Fee)
|
Cancellations requested beyond 24 hours
(with Future Credit)
|
Partial Retention |
$75 |
$100 |
Partial Retention |
$75 |
$100 |
Cancellations requested beyond 24 hours
(with Refund)
|
Partial Retention |
$150 |
$250 |
Partial Retention |
$250 |
$250 |
Contact Center Booking: Air - 0-24 Hrs
(Refund/Credit)
|
100% |
$0 |
$0 |
100% |
$0 |
$0 |
Cancel with future Credit
(Air Penalty greater than or equals to Ticket Price)
|
Partial Retention |
$0 |
$0 |
Partial Retention |
$0 |
$0 |
|
| New* |
*Cancellation fees to be charged as per the amount mentioned on the fee grid or 25% of the Ticket price whichever is lower.(The recommended fee is per passenger)
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*Normal fee grid applicable for customers travelling for Funeral except for Immediate Family Members [Refer to CEP policy for definition of Immediate Family]
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* Partial Retention - If the original service fee is more than $200 per passenger, up to $ 200 will be retained and rest of the amount needs to be refunded to the passenger.
|
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*Charge 25% of refund amount as cancellation fee if recommended fee is greater than refund amount.
|
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*No cancellation fee to be charged for cases with no refund/no credit.
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| Exchange, Void & Fresh Issue (Including Alternate Date / Airport) |
|
|
1. U.S Military (traveller & Immediate family)
2. Pax directly affected by severe weather, natural disaster or other uncontrollable event
3. Bereavement (affecting traveller & Immediate family)
|
Customers with visual impairments |
Senior citizens (65 years and over) |
Youth (between 18 and 25) |
| Ticket value (per pax) |
Minimum Recommended fee (per pax) |
Recommended fee (per pax) |
|
1-200
|
$20
|
$50
|
100% off on Service Fee for Exchanges.
($0.00- Service Fee)
|
50% discount on Exchange Service Fee
|
50% discount on Exchange Service Fee
|
25% Discount on Exchange Service Fee
|
|
201-400
|
$25
|
$100
|
|
401-600
|
$50
|
$150
|
|
601-800
|
$75
|
$180
|
|
801-1000
|
$75
|
$200
|
|
>1000
|
$75
|
$200 or 15% of ticket value whichever is higher
|
|
JCB Fare - Fully Unused Ticket - All Airlines
|
The SF is the difference b/w the Pub & JCB Fare + applicable SF (a)* Rule 4 |
- Exchange fee applicable on "latest ticket price'
|
|
| New* |
|
*Normal fee grid applicable for customers travelling for Funeral except for Immediate Family Members [Refer to CEP policy for definition of Immediate Family]
|
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|
| Name Change |
| Name Change |
Domestic |
International |
1. U.S Military (traveller & Immediate family)
2. Pax directly affected by severe weather, natural disaster or other uncontrollable event
3. Bereavement (affecting traveller & Immediate family)
|
Customers with visual impairments |
Senior citizens (65 years and over) |
Youth (between 18 and 25) |
|
0 - 4 Hrs
|
USD 25
*Max Capping $50(Total) for bkg with Multiple Passengers
|
USD 25
*Max Capping $50(Total) for bkg with Multiple Passengers
|
100% discount off our cancellation, refund or ticket change service fees
|
50% discount on Exchange Service Fee
|
50% discount on cancellation Service Fee
|
100% MCO SF Refund
25% Off ($18.75 Cancellation Fee)
|
| 4 > - 24 Hrs |
USD 50 |
USD 75 |
| >24 Hrs |
Normal Exchange Fee Grid Applies |
|
|
| Kayak |
| Kayak Booking |
| |
Air - Economy |
Air - Business/First |
| Cancelation Fees |
MCO SF |
Cancelation Fees |
| Online Booking: Air 0-24 hrs |
$0 |
100% |
$0 |
| Online Booking: After 24 hrs |
Normal Grid apply (Refer to Cancellation & Refund Table) |
|
| Gold and Platinum Loyalty Customers |
| Gold and Platinum Loyalty Booking |
| |
Air - Economy |
Air - Business/First |
| Cancelation Fees |
MCO SF |
Cancelation Fees |
| Online Booking: Air 0-24 hrs |
$0 |
100% |
$0 |
| Online Booking: After 24 hrs |
Normal Grid apply (Refer to Cancellation & Refund Table) |
|
|
| Special Services |
| |
Air - Economy |
Air - Business/First |
| Domestic |
International |
Domestic |
International |
| Agent Assisted Waivers |
$75 |
$100 |
$100 |
$200 |
| Fees for Agent Assistance Seeking Refund or Future Airline Credit for Listed Reasons3 |
| Death/Bereavement |
Duplicate |
Infant |
Medical |
| Military |
Name Change |
Name Correction |
No Show |
| Reinstate |
Routing Changes |
Ticket Validity |
UNMR |
| Visa/Schengen Visa Issues |
|
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| Ancillaries |
| Ancillaries: Rules and explanations |
|
Fareportal Brand Ancillary
|
Travel Assist Basic, Travel Assist Upgrade, Travel Assist Seat Map, Travel Assist Classic, Flight Watcher, Flight Watcher Upgrade, Price Drop are non-refundable, except within 24hrs of purchase.
Support Package premium and Flexible Ticket product are non-refundable
|
| Fareportal Ancillary |
Blue Ribbon Bag (BRB), Automated CheckIn are non-refundable, except within 24hrs of purchase.
|
| Insurance |
Travel Protection fees are non-refundable, unless cancelled within 10 days of purchase.
|
Airline Ancillary
(Flight Ancillary, Baggage Ancillary, Flight Ancillary Lounge, Flight Ancillary Meal, Baggage, Enhanced Travel Assist Seat map)
|
Based on airline policies - if airline allows refunds or future credit, then such rules will be followed.
|
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Our original service fees (as disclosed) are non-refundable except for the identified countries in the Presidential Proclamation.
|
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| Hardship Fee Waiver |
| Hardship Fee Waiver Form for Booking and/or Cancellation Fees |
| Post-Booking Cancellation Fees |
50% refund as cash via original form of payment
|
|
50% as Loyalty Points that expire on 25th Dec 2020
|
| Booking Service Fee |
Upto the maximum applicable Booking Service Fee disclosed on Cheapoair Fees, subject to exceptions/escalations
|
|
| Date Change/Schedule Change and other Support |
| Fee Grid: Rules and explanations |
| Name Changes |
Within Void - Any changes to the name, please refer to the name change grid to determine maximum service fee that can be charged. This includes the transactions like Reissue/V&R, also JCB bookings.
|
| Schedule Change |
No Service Fee should be Charged if where service is provided on an airline enforced schedule change.
If the agent get the reissue done, he is good to claim the transaction.
|
Hotels- New Bookings
& Cancellations
|
Agents are not supposed to add the mark up on Hotel transactions. |
| Further, the online service fee for Hotels cannot be claimed by the agents. However, they can claim it as a transaction. |
| Refund and New Booking |
If an agent is cancelling the reservation for a refund and is then making a new booking for the client (Usually happens when the Exchnages cost more or Exchanges not permitted). He is allowed to charge the cancellation fee on the Old Tid the New booking fee on the New one. However, he is doing both the transactions on the same TID, then the Exchange Fee will be applicable. |
| Fare gone down |
If the fare goes down for the same itinerary (or a different one) while the status is APR, the agent cannot claim the fare difference. |
| The same thing applies for ACR to ATK bookings i.e. If the fare goes down and the agent converts that to an ACR and books a new one. Such transactions & MCO cannot be claimed. |
| The only time an agent can claim the fare gone down is on Void & Reissue/Exchanges, and that too when the reservations are ticketed (ATK TID’s/Non APR TID’s). |
If the fare goes down on a reservation and the new fare is offered to the client by refunding the rest. The MCO and booking would go to the agent who made the reservation initially.
If the original reservation was booked incorrectly(Name/Itinerary etc) by the agent, then the one who does the changes would be able to claim the revenue and the transaction.
|
| Alternate Date/ Alternate Airport |
Normal Exchange Rule Apply |
When on an alternate date booking, the changes have already been done and tickets reissued. If the client calls back and wants further changes, then the agents can charge the service fee. |
| Normal Exchange Rule Apply |
If an alternate date booking is cancelled for future credit, and the client calls back for changes, then the agent is eligible to charge the service fee. |
| Normal Exchange Rule Apply |
When outbound is already utilized / Flown which was booked on alt date and now customer want change the return which was not booked as alternate |
| Normal Exchange Rule Apply |
When any voluntary change ( Exchange / Void and fresh issue ) requested by customer ( not requesting original search dates ) |
|
|
| Waivers |
| Waivers |
a) Elite,Gold or Silver Customers |
$50 - Discount By Agent ( Level 1) ( Agent need to document the actual reason for discounts on the TMS)
50% - Discount by SME/TL ( Level 2)
75% - Discount by Manager or Above
|
| b) Irate Customers ( Key words- Unhappy, not satisfied, Threat, BBB,media, Lawsuits, DOT, Blogs, ) |
| c) Name Changes |
| d) Value of Ticket is less than $ 500 |
| e) Student identified by edu e mail Domain |
|
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| Price Match Promise |
| PMP- Price Match Promise Policy |
If the passenger finds lower price (including taxes and fees) for the same flight itinerary offered and available for booking on a Major OTA Competitor’s site within twenty-four (24) hours of booking.
Major OTA - U.S. English-language websites of Expedia.com, Orbitz.com, Priceline.com and Travelocity.com
|
| A) Within 24 - Hours of booking |
We will match that lower price by refunding the difference in price, or we will cancel the booking with us for a full refund [CCH Approval Required].
|
| B) Beyond 24 hrs of booking |
We will offer the client a $50.00 coupon for a future booking with Cheapoair. We will not match the fare |
|
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| Repeat Customers |
25% Disc |
Repeat customer may be offered up to a 25% disc on all fees |
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