Please Note: The European Rail plugin is available for provisioned customers on both Smartpoint Desktop and Smartpoint Cloud. These help topics are available in the Smartpoint Cloud Help, but support both Smartpoint Cloud and Smartpoint Desktop.

European Rail

Cancel bookings

After you book and ticket reservations for a European Rail itinerary, you can cancel and refund the ticket, if permitted by the rail carrier and fare rules.

Note that bookings may also allow a void of the ticket if it occurs within the time window for voiding the reservation.

Please Note: Cancellation of a booking means that the booking is voided or the ticket is refunded. When either of these processes occur, the booking is canceled.
However, if the fare is non-refundable, a void or refund cannot occur. As a result, there is no option to just release or cancel a seat without void or refund. The booking will remain as ”issued” (live), and the reserved seat will not be available for another passenger in another booking.

To cancel a reservation:

  1. Retrieve the Booking File (PNR) that contains the ticketed rail segment.

  2. Open the European Rail tool in Smartpoint Cloud or Smartpoint Desktop.

  3. Select T&C's refund to display the refund confirmation screen. Note that fares are indicated if refundable.

  4. Select the refundable legs to be canceled.

  5. Select Process refund(s) to display the submission confirmation.

  6. If the cancellation information does not display automatically within a few seconds, refresh your browser.

  7. Optional. Select View Booking to confirm the canceled status.

  8. Optional. Select the go to booking history link to display the order history and scroll to the canceled ticket information.

  9. In Smartpoint, view the Booking File (PNR) to see the updated cancellation and refund information.

    Tip! An email is NOT created to notify the agent or passenger of the cancellation confirmation.

    After a segment is canceled and refunded, the passive Booking File (PNR) is updated:

    (eg. X**01*6.00 *0.00 *TESTNN)

    • A /CX cancellation indicator is inserted at the end of the auxiliary passive segment. For example:

      1.#TRN @TL 517 BB 08MAY GENEVE -- ZURICH HB BK3 1415 1656 CF-726913133502/CX

    • In the associated itinerary remarks (*RIA):

      • The booking status updated to ACT*CANCELLED.

      • Refund amounts and information are noted.

        • X**: refund passenger number*refund amount*refund fee

        • X**RD: refund date and time (For example: X**RD*31MAR22*0500*TESTNN)

        • X**: refund text (variable and optional according to the rail carrier)

    • The Booking File (PNR) is automatically updated and a MIR is generated.

    • The Booking File (PNR) is automatically sent to a different queue configured per the travel agent´s request.