When refunding or exchanging tickets, remember to check the individual carrier's refund or exchange policy before issuing the refund or exchange in the GDS or reporting the transaction through IAR. Debit memos may be issued by carriers for transactions processed without proper carrier-issued ESACs (electronic settlement authorizations) or Waiver Codes.
An ESAC serves as confirmation that the coupons are available and have not been used in a previous exchange or refund or used for travel by the client. However, obtaining an ESAC does not indicate an agency has permission to refund a non-refundable e-ticket.
A Waiver Code provided by the carrier indicates that the carrier has waived or reduced the restriction on a transaction. Your agency must obtain permission to refund or exchange such restricted transactions directly from the carrier and indicate that appropriate Waiver Code on the transaction in IAR.
Both ESACs and Waiver Codes are output to carriers along with the associated refunds or exchanges. Your agency may be subject to debit memos if refunds on non-refundable transactions are submitted with only an ESAC as support, or if a restricted transaction is settled without its appropriate Waiver Code.