Voluntary Cancellations (Passenger-Initiated)

Search PNR in IBS iFly using booking ref + passenger last name.

Check fare type under “Pricing Info” tab.

Confirm cancellation request is made >24 hours before departure.

Cancel via “Cancel Segment” → Select “Voluntary Cancel – Flex/Business”

System auto-generates voucher.

In Voucher Manager, confirm issuance and email to passenger.

Update case in Phoenix CRM and mark as “Resolved”.

Open PNR and verify fare rules (some allow cancellation with penalty).

Inform customer of cancellation fee (typically AED 400).

If accepted, process cancellation in iFly and request payment collection via PGP.

Manually issue voucher for remaining balance via Voucher Manager.

Close loop with email from ETT using “Cancellation with Fee” template.

Update Phoenix CRM case.

Inform customer: base fare is non-refundable.

Cancel booking and issue voucher for taxes only via Voucher Manager.

Optional extras (meals, baggage) refundable if >24 hours prior—cancel those in iFly.

Log all actions in Phoenix CRM.