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Aftersale processes
All exchanges/reissues should be made in Amadeus. If any changes are made by a Brightline point of sale, these are not reflected into your GDS. Please do not add any passive segment status sectors as these are not supported by Brightline and could fault the booking. If you need to have a note in the booking of the change, just enter this as a remark.
The recommend process for changes to Brightline GDS bookings is as follows:
Book New Segments
Cancel Unwanted Segments
End and Retrieve
Change/Reissue Ticket Manually
When exchanging a ticket:
Ensure that any increase in appropriate fare is collected.
All the tickets must be reissued before the original departure date or according to fare conditions.
If the new fare is less expensive, unfortunately we cannot refund the difference.
Revalidation
Please use a revalidation process where there is no fare change (Premium Plus and Smart Plus), and the booking is staying in the original booking class.
Revalidation must be completed within 24 hours before departure, to comply with the ticket conditions. Below process must be followed:
Always check ticket conditions (CAT16) before processing.
Where an e-ticket shows OPEN status, you can revalidate on Amadeus.
Book new segments.
Cancel unwanted segments.
End and Retrieve.
Revalidate the e-ticket
Void
Voiding can be carried out prior to daily sales report closing and/or before the point of sales end of business day, only if no aftersales have taken place on the PNR. To successfully void a ticket please follow below steps:
Use the TRDC entry.
Ensure the e-ticket record is voided before cancelling the itinerary.
Once you have voided the ticket, do not attempt to rebook in the same PNR as you will not be able to issue a new ticket there. If you do manage to issue a ticket on this PNR it will not be valid for travel in our internal reservations system.
Please rebook in a new PNR.
If you have a multi-passenger booking and you intend to void just one of the e-tickets, this will corrupt the booking in our internal system, please do not split the booking either as this will also corrupt the booking at our end. You should void all tickets and preferably start from afresh in a brand new individual PNR as that is best practice.
*A name change (amongst other transactions) is considered an aftersales and it will invalidate the ability to void.
Refunds
All refunds should be carried out in accordance with the ticket conditions. Please refer to fares (CAT16) for more information.
Where an e-ticket is unused, a refund can be performed on Amadeus. Should this not be possible, please refer to offline refunds.
After refunding, if you need to rebook your passenger you MUST do so in a new PNR and issue a brand-new ticket there.
Offline refunds
There are a limited number of use cases where performing a refund via GDS is not possible, that requires the agent to contact our freshdesk to perform it offline.
Irregular Operations reaccommodation, BE IROPS department may reaccommodate the passenger in case of planned service cancellation several days prior to departure. In this case a refund request via GDS cannot be performed. If the new travel proposal does not satisfy the required travel arrangements, the agent can request a full refund for the unused tickets via our GDS helpdesk.
Force majeure, e.g. extreme weather, act of God, death, etc.. In this case, the agent can request a full refund for the unused tickets via our GDS helpdesk.
System Outage and/or GDS PNR corrupted (e.g. split, unplanned IROPS reaccommodation, etc.) , in such cases the agent cannot perform the refund, due to technical limitations. In this case, the agent can request a refund according to the fare policies for the unused tickets via our GDS helpdesk.
Schedule changes / irregularities
The following scenarios count as a Schedule Change or Irregularity:
Train departure time changed.
Train is cancelled with notice.
You may take one of the following options, if the train is cancelled:
Nil (0) value reissue of the affected coupon for a different train / date in the same class of service. If re-routing, this is only permitted to another station in the vicinity of the originally booked or to/from (as applicable) an intermediate stop in the same route originally booked.
A full refund may be requested. Please refer to Offline refunds.
You may take one of the following options, if the train has a schedule change of 80 minutes or more:
If a passenger accepts the new departure time, nil (0) value reissue of the affected ticket.
If a passenger prefers another departure time, nil (0) value reissue of the affected ticket on a different train on the same date in the same class of service.
A full refund may be requested. Please refer to Offline refunds.
If the schedule change is of less than 80 minutes, the only option is accepting the new scheduled departure time.
For any disruption on the date of departure, reaccommodation will be handled directly by Brightline, passengers will be booked on the next available train. You may still take one of the above options if the passenger prefers another choice but the one given.