Airline Ticketing, Reissues & Refunds

Assessment map: 2 mock questions and 4 final knowledge questions for this unit.

Learning outcomes

• U1.1 · Identify fare restrictions affecting a proposed change.
• U1.2 · Separate fare, tax, penalty and refundable components in a scenario.

Content and scope

Read the conditions before issuing
A fare is a price with conditions, not a promise that every change or refund is allowed.

Understand what the ticket price contains
An accurate total connects the quoted services with their conditions.

Read the booking and ticket status together
A booking record and an issued ticket are related but not interchangeable.

Apply your learning

Use only these fictional facts, prices, people and rules. This exercise creates no booking, payment, travel permission or formal examination result. Keep these two tickets in separate case files. All amounts are USD and all relevant components are supplied; do not invent extra taxes or fees.

• Create a pre-issue checklist and explain why a low price alone is insufficient for a traveller with uncertain dates.
• Build an itemised quote and explain one included and one excluded service.
• List the records needed before servicing a potentially duplicated booking.

Mapped materials

• Read the conditions before issuing
• Understand what the ticket price contains
• Read the booking and ticket status together

Learning materials require the relevant programme enrolment.

Assessment map: 5 mock questions and 8 final knowledge questions for this unit.

Learning outcomes

• U2.1 · Compare the original and requested itinerary before calculating a change.
• U2.2 · Explain authorisation, repricing and ticket-record checks in a reissue workflow.

Content and scope

Quote and authorise a ticket change
A change needs available flights, applicable conditions, a complete quote and recorded consent.

Follow a controlled reissue workflow
A change request becomes a transaction only after checks and approval.

Calculate a complete change quotation
Customers need the total, not a selected charge.

Apply your learning

Use only these fictional facts, prices, people and rules. This exercise creates no booking, payment, travel permission or formal examination result. Keep these two tickets in separate case files. All amounts are USD and all relevant components are supplied; do not invent extra taxes or fees.

• Draft a change quote for the example and list the records you would keep.
• Write a seven-step reissue checklist including the final verification.
• Draft the quote and explain how you would handle a later fare difference of 70.

Mapped materials

• Quote and authorise a ticket change
• Follow a controlled reissue workflow
• Calculate a complete change quotation

Learning materials require the relevant programme enrolment.

Assessment map: 3 mock questions and 6 final knowledge questions for this unit.

Learning outcomes

• U3.1 · Determine which supplied components are refundable under a case rule.
• U3.2 · Calculate a proposed refund and identify checks required before processing.

Content and scope

Assess and reconcile a refund
Refund eligibility, deductions and processing steps must be checked for the actual ticket.

Assess refund eligibility without assumptions
The answer comes from the ticket, its circumstances and applicable rules.

Track the refund from request to reconciliation
Approval, processing and receipt need separate evidence.

Apply your learning

Use only these fictional facts, prices, people and rules. This exercise creates no booking, payment, travel permission or formal examination result. Keep these two tickets in separate case files. All amounts are USD and all relevant components are supplied; do not invent extra taxes or fees.

• Write a refund status update where supplier approval is still pending.
• Create a refund assessment note with eligibility, deductions and pending approvals.
• Write status updates before approval and after a discrepant transaction.

Mapped materials

• Assess and reconcile a refund
• Assess refund eligibility without assumptions
• Track the refund from request to reconciliation

Learning materials require the relevant programme enrolment.

Assessment map: 5 mock questions and 12 final knowledge questions for this unit.

Learning outcomes

• U4.1 · Reconcile customer acceptance with the transaction and payment record.
• U4.2 · Prepare a traceable checklist with escalation for inconsistent figures.

Content and scope

Keep an accurate ticket audit trail
Good records connect the customer’s instruction, your checks and the completed transaction.

Practice workshop: change and refund decisions
Practise checking instructions and calculations before any ticket action.

Handle ticketing errors professionally
Prompt verification matters more than hiding a mistake.

Prepare an auditable servicing case file
A reviewer should be able to follow the decision without guessing.

Apply your learning

Use only these fictional facts, prices, people and rules. This exercise creates no booking, payment, travel permission or formal examination result. Keep these two tickets in separate case files. All amounts are USD and all relevant components are supplied; do not invent extra taxes or fees.

• List the evidence needed to investigate a disputed reissue charge.
• Calculate both totals, list pre-action checks and draft an accurate customer update.
• Draft a factual error report and a prevention step.
• Build a case-file index for the workshop change and separate refund.

Mapped materials

• Keep an accurate ticket audit trail
• Practice workshop: change and refund decisions
• Handle ticketing errors professionally
• Prepare an auditable servicing case file

Learning materials require the relevant programme enrolment.