Travel Help Procedures for Air Tickets Issued by Partners of
STA Travel International Division
In order to provide a quality service to all passengers holding STA Travel air tickets issued by an STA Travel International Division Partner you will find below all our Travel Help procedures.
IndexeSATA / Date Changes and Re-routes / 2
Before outbound Departure / 2
After outbound Departure / 2
Voids / 3
Refunds / 3
No-shows / 3
BSP / Date Changes and Re-routes / 4
Before outbound Departure / 4
After outbound Departure / 4
Voids / 5
Refunds / 5
No-shows / 5
Change Waiver / Change waiver for E-SATA and BSP STA / 5
Multi Flex Pass / Procedure / 6
UK Published Fares / Procedure / 7
Appendix 1 / Summary of Changes you can take and Fees / 8
Appendix 2 / STA Travel International Division Help Desk Working Hours and Contact details / 9
1.1.1
e-SATA TICKETS
E-SATA DATE CHANGES and RE-ROUTES
For any e-SATA ticket date change and re-route request issued by you, please enter the details on to the Date Change form and send to us at
We will make the necessary changes (Subject to availability and contract rules) and send you e-mail confirmation along with the new e-ticket within 2 working hours of receipt (see Appendix 2 for details of our working hours).
Fees:
Within 3 days of Departure USD$45 + any airline fees
4 days or more before Departure USD$35 + any airline fees
Important Notes:
· You can only apply for a date change and re-route on an e-SATA ticket where you were the issuing office. If not please refer the customer back to their issuing office.
· The STA Travel International Help Desk must make all changes to the bookings - you must not make any changes yourself (except to avoid NO SHOW when Helpdesk is closed) (see Appendix 2 for details of our working hours).
· Date changes and re-routes must be requested before original departure and request with new dates/route details must be sent to STA Travel International Help Desk by original departure date. Otherwise an additional USD$75penalty applies.
· If the re-route is permitted, it might imply a fare and a tax difference collection. Please refer to airline contract and your GDS tax quote.
o Before Outbound Departure
Important Notes:
o Contract Change: If a contract changes after a passenger has purchased their ticket & they want to date change the outbound journey, the ticket will need to be refunded but the charge will be the usual date change fee , and you will issue a new ticket with the new contract.
o After Outbound Departure
If a customer needs to make a change once they have left the issuing country, they must re-contact you (issuing office) with their request of changes and be able to make payment for all fees by credit card or other means to suit you (issuing office) from wherever they are.
e-SATA VOIDS
If you need to cancel a booking made by you on the same day that it was ticketed you can apply to void the ticket free of charge.
Please enter the details on to the Void form and send to us at .
We will make the necessary changes and send you e-mail confirmation within 2 working hours of receipt (see Appendix 2 for details of our working hours).
Important Note:
· Any requests to void a ticket after the day of ticketing will be treated as a Refund.
e-SATA REFUNDS
For any refund request on an e-SATA ticket issued by you, please enter the details on the Refund form and send to us at
We will make the necessary changes (subject to contract rules) and send you an e-mail confirmation within 2 working hours of receipt (see Appendix 2 for details of our working hours).
Important Notes:
· Not all e-SATA contracts allow Refunds so please check contract for details.
· You can only apply for a Refund for an e-SATA ticket where you were the issuing office. If not please refer the customer back to their issuing office.
Part-Refunds will be permitted subject to below conditions and unless otherwise stated in your HTML and Runway.
· Only applies whenpassenger request date change and no availability can be found inthe existing class or carrier.
· Will always be subject toconditions on the relevant contract (if non-refundable then this will not be permitted).
· The refundwill be calculated subtracting the used fare and taxes from the total fare and taxes paid less sta fees $80.
· For return fares where no one-way is offered,no partial refunds will be permitted.
· Refunds can only be claimed to STA up to 1 month after outbound departure date
The fee is USD$80 (to be paid to STA Travel International Division).
e-SATA NO-SHOWS
If a passenger fails to travel on their booked flight this is a no-show.
Changes and Refunds to no-shows are now permitted unless otherwise stated in your HTML and Runway.
The fees is USD $150 (to be paid to STA Travel International Division).
BSP e-TICKETS
BSP DATE CHANGE AND RE-ROUTES
For any date change on a BSP ticket issued by you please enter the details on to the Date Change form applicable and send to us at
We will make the necessary changes (subject to availability and contract rules) and send you e-mail confirmation along with the new e-ticket within 2 working hours of receipt (see Appendix 2 for details of our working hours).
Fees:
Within 3 days of Departure USD$45 + any airline fees
4 days or more before Departure USD$35 + any airline fees
Should the passenger contact the airline directly to make a date change the fee charged will depend on the airline/country they are currently in?
Important Note:
· You can only apply for a date change and re-route on a BSP ticket where you were the issuing office. If not please refer the customer back to their issuing office or the airline.
· The STA Travel International Help Desk must make all changes to the bookings - you must not make any changes yourself (except to avoid NO SHOW when Helpdesk is closed) (see Appendix 2 for details of our working hours).
· Date changes and re-routes must be requested before original departure and request with new dates/route details must be sent to STA Travel International Help Desk by original departure date. Otherwise an additional USD$75 penalty applies.
· If the re-route is permitted, it might imply a fare and a tax difference collection. Please refer to airline contract and your GDS tax quote.
o Before outbound Departure
Important Notes:
o Contract Change: If a contract changes after a passenger has purchased their ticket & they want to date change the outbound journey, the ticket will need to be refunded but the charge will be the usual date change fee , and you will issue a new ticket with the new contract.
o After outbound Departure
If a customer needs to make a change once they have left the issuing country, they must re-contact you (issuing office) with their request of changes and be able to make payment for all fees by credit card or other means to suit you (issuing office) from wherever they are.
BSP VOIDS
If you need to cancel a PNR on a BSP ticket issued by you on the same day that it was ticketed you can apply to void the ticket free of charge.
Please enter the details on to the Void form and send to us at .
We will make the necessary changes and send you an e-mail confirmation within 2 working hours of receipt (see Appendix 2 for details of our working hours).
Important Note:
· Any requests to void a ticket after the day of ticketing should be treated as a Refund.
BSP REFUNDS
For any Refund request on a BSP ticket issued by you please enter the details on the Refund form and send to us at
We will make the necessary changes (Subject to contract rules) and send you an e-mail confirmation within 2 working hours of receipt (see Appendix 2 for details of our working hours).
Important Notes:
· Not all BSP contracts allow Refunds so please check the contract notes for details.
· You can only apply for a Refund for a BSP ticket where you were the issuing office. If not please refer the customer back to their issuing office.
Part-Refunds will be permitted subject to below conditions unless otherwise stated in your HTML and Runway.
· Only applies whenpassenger request date change and no availability can be found inthe existing class or carrier.
· Will always be subject toconditions on the relevant contract (if non-refundable then this will not be permitted).
· The refundwill be calculated subtracting the used fare and taxes from the total fare and taxes paid less sta fees $80 and any airline Fee.
· For return fares where no one-way is offered,no partial refunds will be permitted.
The fee is USD$80 (to be paid to STA Travel International Division) plus any applicable airline fees.
BSP NO-SHOWS
If a passenger fails to travel on their booked flight this is a no-show.
Changes and Refunds to no-shows are now permitted unless otherwise stated in your HTML and Runway.
The fees is USD $150 (to be paid to STA Travel International Division).
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CHANGE WAIVER E-SATA and BSP STA Tickets
Only in cases where return date is not available in the GDS, it is permitted to book any earlier inbound date in order to issue the ticket for the passenger, adding a remark on the date of issue confirming desired return date.
Once the return date is available in the GDS agent must contact Help Desk in order to process a reissue without the STA fee date chg fee.
Any other charges (due to class change/ tax difference/ airline fee…) will be collected.
If fail to add this remark with the desired return date when ticket is issued, all fees apply.
Multiflex Passes - Exclusive to STA Travel!
What is it?
· Multiflex – unlimited date changes for a fixed fee!
· Multiflex covers all SATA date change fees. However, if the flight is changed to a flight which is more expensive or has higher taxes than the original flight, then the passenger must pay any fare difference
· Multiflex can be purchased at anytime before departure & is valid for 1 year.
· Before outbound departure - If the airline contract changes after the original ticket was issued, we will refund the ticket free of charge
· N.B. Airline fees are NOT covered by the Multiflex Pass.
Why Should a Passenger Buy Multiflex?
· Freedom to change their minds as many times as they want during their trip.
· Save money! On average, an STA traveller on a round the world trip will change their flight dates 5 times. By buying date changes up front they could save over $100.
· Get unlimited flight date changes for $70!
Why Should You Sell a Passenger a Multiflex Pass?
· To earn more Revenue for your business!
· To offer better & differentiated tickets.
· It’s a great new Marketing opportunity.
How it works?
· Fill out the Multiflex Pass form and send to , making sure you add your passenger requested Start Date
· Help Desk will return your Multiflex Pass form with your Multiflex Pass unique reference.*
· You will receive a weekly invoice for the Multiflex Passes sold.
*This reference needs to be quoted by the passenger in order to use the service
How to claim a Multiflex Pass
· Passenger contacts you the issuing office as usual quoting their Multiflex Pass unique reference.
· You (the agent) sends the Multiflex Pass form to
· Changes are processed as usual and Help Desk will not be invoicing any STA fees. (Any additional fees and charges still apply)
Terms & conditions
▪ The Multiflex Pass can ONLY be redeemed by emailing our help desk:
.
▪ All date changes subject to availability & ticket conditions e.g. maximum stay.
▪ Please try & make your changes as soon as possible to ensure availability & avoid disappointment. If changing to peak season or at the last minute then significant fare differences are possible.
▪ If a passenger No Shows, you can use the Multiflex Pass paying the no show fees of USD $ 150.
▪ With Multiflex Pass STA Travel date change fees will be waived. However, any airline fee, increase in airline fare or taxes incurred as a result of your change will be chargeable.
▪ The Multiflex Pass is non-refundable.
UK PUBLISHED FARES
Did you know that STA Travel can issue UK BSP Published fares for YOU?
Why would this service be good for you?
- Carrier might not be in your market yet!
- STA Travel UK BSP fares could be cheaper than your own local BSP fares
To take advantage of this service, look how easy the process is:
· Make a booking on your own GDS