FREQUENTLY ASKED QUESTIONS

FOR TRAVEL AGENTS



What is the ADM policy of W2?

Please follow the instructions mentioned below to avoid the issuance of an ADM

FlexFlight (W2 365) will issue an ADM to collect the amounts or adjust the agent transactions related to the issuance and use of W2 365 traffic documents, issued by the agent, regardless of which airlines are included in the itinerary of the W2 traffic document.

All Sales restrictions mentioned in the fare rules shall be observed before ticket issuance. Please note that auto pricing/ automated fare quote does not release the travel agents from their responsibility of checking and following the operating carrier’s fare rules as several back-office tools disregard the sales restrictions in the fare rules.

Please make sure that the validating carrier and ticketing carrier are identical in order to guarantee the auto quoted YQ/YR taxes. There will be an invalid YQ/YR calculated if FlexFlight (W2) is not quoted as the validating carrier to price the PNR.

Quoting private fares – all applicable fare rules of the fare selected must be followed at all times by the issuing agent with emphasis on FARE RESTRICTIONS.

In case of IT/NEGO fares on a W2 document, a written approval from the operating carrier must be obtained by all issuing agents prior to ticketing.

Please note that it is always the travel agency’s responsibility to issue the correct fare that in case of failure to comply with the rules W2 will charge the fare difference to the applicable fare plus the ADM fee of 25 EUR.

Administrative charges for ADM issuance – 25EUR per ticket

  • For miscalculated fares
  • For miscalculated refunds
  • For miscalculated reissues
  • For commission rule violations due no commission applied for W2 traffic documents issued worldwide
  • For fully refunded non-refundable fares due to flight cancellation without attachment of PNR history or the appropriate authorization of the airline concerned
  • For tickets issued to other carriers sectors when no interline agreement exists
  • For refunds made outside the applicable rules without providing airline authority or proof of evidence

 

ADM applies for tickets issued for flights operated by SkyUp Airlines (PQ)

  • 20USD if PNR does not contain information about APIS/DOCS passenger that was entered using the SSR field.
  • ADM will be equal to penalty raised by immigration authorities or court of departure/arrival country in case of deliberate false, fictitious or incomplete APIS/DOCS data insertion in PNR by agent including random and repeating symbols (e.g.: XX123456, PP112233, ZZ111111).
How am I assigned ticketing authority on W2-365 ticket?

Just email us on bsp@worldticket.net and provide us with your IATA agency number and your BSP country and it will be assigned by our service team.

How do I assist passengers on baggage allowance, special service requests, etc.?

If the passenger has questions or requests related to baggage allowance and special services requests (such as meals, wheelchair, sports equipment etc.) you need to contact the partner airline directly to enquire about their terms. Enter the flight number in the GDS Sub-Hosting look-up module here to get contact information of any of our GDS sub-hosted airlines or check the information for our W2 Ticketing Partner Carriers here.

How do I process a refund on a ticket issued on W2-365?

BSP: For a refund on a W2 ticket, please issue a Refund Application via BSP link.

ARC/TCH: Please email us on w2.service.req@worldticket.net for an authorization for a refund or a Waiver Code.

All refund requests have to be submitted together with the complete PNR (Passenger Name Record) history and further documentation to support your request for a refund. If not all necessary information is provided, the refund request cannot be processed.

Please note that our partner airlines may impose cancellation or refund fees according to the applicable fare rules.

Voluntary refund requests
Voluntary refund requests must contain the following information

  • A specific reason for the refund request
  • A correct calculation of the refund amount. Refund penalties must be calculated according to the applicable fare rules and need to be deducted from the refundable value
  • Complete PNR history and supporting documentation
  • Break down of taxes according to the specific tax designators. Please note that the codes “XT” and “TX” may not be used to sum up the total amount of the refundable taxes

 

Involuntary refund requests
Involuntary refund requests must contain the following information

  • Complete PNR history and supporting documentation
  • Involuntary downgrades: Refund requests must be supported by a copy of the boarding pass or with a written confirmation from the operating carrier
  • Refund in case of illness, death, or rejection of travel visa: Such refunds are not eligible for an involuntary refund. If the fare rules of the ticketed carrier provide a waiver of refund penalties, the required supporting documents (e.g., the embassy statement of the visa rejection, certificate of hospitalization or death) must be provided to W2

 

Please note that W2 only acts as the validating carrier, and any claims in addition to the refund of the ticket, e.g., compensation claims must be directed to the operating carrier directly.

Ticketing errors
If two tickets were issued by mistake in the same PNR with identical fares along with routing and flight dates in the same passenger name, the refund needs to be requested via a refund application as described above.

Refunds will be processed in accordance with the terms and conditions of fare rules of the partner airline.

In all other cases (e.g., incorrect name, different passenger type etc. after ticket issuance but before the first coupon flight date) kindly contact our service team by sending an email to w2.service.req@worldticket.net.

Is there a cost to W2 to process a refund?

Our refund service is free of charge which means no handling fees apply. However, our partner carriers may impose cancellation fees according to the applicable fare rules.

Please note that W2 may impose a refund service fee of up to EUR 15.00 in cases of:

  • Miscalculations on the requested refund amount
  • Corrections to a previously authorized refund request
  • Repetitive refund requests to identical tickets

 

Please note the refund services are offered to travel agents. Passengers need to contact their travel agency directly for requesting a refund.

What are the rules around no-show, refund, rebook, etc.?

Each partner airline may have different rules and there is no common policy for all W2 partner airlines. Please ensure that you process these requests in accordance with the fare rules of each airline.

You may check the fare rules in the GDS or contact the airline directly. Enter the flight number in the GDS Sub-Hosting look-up module here to get contact information of any of our GDS sub-hosted airlines or check the information for our W2 Ticketing Partner Carriers here.

Where do I find contact information for each airline?

Enter the flight number in the GDS Sub-Hosting look-up module here to get contact information of any of our GDS sub-hosted airlines or check the information for our W2 Ticketing Partner Carriers here.

Which payment methods are supported?

The supported credit cards (e.g. Visa, Mastercard, UATP and AMEX) vary depending on the BSP market where you are ticketing.

You can check the credit cards supported in the market where you are ticketing in the GDS. If your market is not displayed please contact us on w2.service.req@worldticket.net for assistance.

Can I make a name change on a ticket issued on W2-365?

Each partner airline may have different policies related to a name change and there is no common policy for all W2 partner airlines. You need to contact the airline partner directly and have them authorize the name change since it is not possible for W2 to authorize it on their behalf.

Enter the flight number in the GDS Sub-Hosting look-up module here to get contact information of any of our GDS sub-hosted airlines or check the information for our W2 Ticketing Partner Carriers here.

How can I rebook or reissue a ticket issued on W2-365?

Rebooking or reissuing must be performed in the same system (GDS) where the ticket was issued to ensure that all changes are updated correctly and the passenger does not experience issues at the check in.

Please ensure that you process these requests in accordance with the fare rules or as instructed by each airline.

You may check the fare rules in the GDS or contact the airline directly. Enter the flight number in the GDS Sub-Hosting look-up module here to get contact information of any of our GDS sub-hosted airlines or check the information for our W2 Ticketing Partner Carriers here.

How do I collect fees for rebooking or reissuing?

In Sabre or Amadeus you can collect the fees as an EMD or alternatively as a DU tax, Q charge or ADC collection.

In Travelport you can collect the fees as a DU tax, Q charge or ADC collection.

Can you confirm an involuntary refund?

Involuntary refunds may be authorized by the airline partner due to medical or personal reasons given by the passenger.

Please contact the airline directly. Enter the flight number in the GDS Sub-Hosting look-up module here to get contact information of any of our GDS sub-hosted airlines or check the information for our W2 Ticketing Partner Carriers here. Once the airline authorizes the involuntary refund please submit a Refund Application via BSP link and attach the airline authorization to the Refund Application (For ARC please forward the authorization of the involuntary refund to w2.service.req@worldticket.net)

Which flights are available on W2 and in what GDS?

W2 is both marketing and validating carrier for several of our partner airlines that are not normally available in the GDS. Our partner airlines are available in BSP markets worldwide and in all major GDSs under the W2 IATA code and ticketable on W2-365.

For some of our partner airlines W2 is validating carrier only in all the BSP markets active by W2 and our partner airlines are ticketable on W2-365.

How will the passenger know which W2 partner airline is operating?

W2 (FlexFlight) is not the operating carrier for our partner airlines but only a sales partner providing the ticketing capability on the W2-365 tickets.

The travel agency is obligated to always clearly indicate who is the operating carrier when issuing the ticket so the passenger knows who is operating the flight.

How will I know when new airlines are available on W2?

We continuously sign new agreements with airlines worldwide. To stay updated on when new airlines become ticketable on W2, just sign up for our monthly newsletter on the bottom of the page.

Can I add health status information in the free text field of the PNR?

No, please do not add any such sensitive information into the free text field of the PNR.

Adding sensitive information in the PNR free text field is not compliant with the European General Data Protection Regulation (GDPR). The free text fields within the PNR are to be used following general data protection principles, in particular, data minimization. Free text fields cannot be used to enter information that may be considered sensitive in nature and therefore require an increased level of security.

No Travel Agents issuing tickets on W2 should add such information in the text fields of the PNR.

If you have any questions please send an email to w2.service.req@worldticket.net