Error message: XX ETKT: INVALID TICKETCOUPON STATUS

Problem/Cause

Note: XX is the two-letter code of the airline that returns the error message.

You might receive this error message when you try to:

Reissue, revalidate, refund, or void an e-ticket.
Reissue, reassociate, refund, or void an EMD
Issue a residual value MCO created by ATC (US market).

Possible causes:

The electronic document status does not allow the change, or the status is different from the status displayed in the airline's system.
The FO line is incorrect.
Some fare elements might be associated to the wrong segment.
You try to issue a residual value MCO created by ATC after the ticket has been reissued (US market).
You try to reissue an e-ticket in exchange for an airline voucher (US market).

Customer Action

If you receive this error when you try to reissue, revalidate, refund or void an e-ticket:

Check the e-ticket status. Enter, for example:
TWD/L5 (5= FA/FHE line number)
- If the status is O (open), go to step 2.
- If the status is A (airport control), contact the airline to change the status to O. Only a few airlines allow changes with this status.
- If the status is V (voided), issue a new e-ticket or contact the airline. Voided e-tickets cannot be reinstated.
- If the status is R (refunded), cancel the refund with the TRDC entry. Enter, for example:
  TRDC/L10 (10 = FA/FHE line number)
  
  Note: This works only if the airline allows it and if you cancel on the day of the refund.
- For other statuses, or if the change has been done on another day and you need to change the status back to O, contact the airline. Only the airline can change an e-ticket status.
Check if the change is allowed by the airline. Enter, for example:
HEETTBA (BA= airline code)
- Enter MS, followed by the number corresponding to your market. For the GB market, enter, for example:
  MS152
- Move to the next page. Enter MD.
- Check if you are allowed to:
  - Void the e-ticket (VOID = Y). This can be done only on the day of issuance.
  - Cancel the refund (CANCEL REFUND = Y). This can be done only on the day of the refund.
  - Revalidate the e-ticket (REVALIDATION = Y).
  - Refund the e-ticket (REFUND = Y).
  - Cancel the reissue (VOID EXCHANGE/REISSUE = Y). This can be done only on the day of the reissue.
    
    If the change is not allowed, contact the airline for instructions.
    
    If the change is allowed and the status is O, there might be a synchronization issue. The status displayed in the airline’s system might be different than the status of your e-ticket. Contact the airline to ask to synchronize both systems and try again.
- For a reissue, if above steps do not solve the problem, check that the FO line is correct.
  - If the document in exchange is a paper document, the FO line coupon indicator must be C.
    Example: FO172-6549873219C1MIA01JAN22/001235874
  - If the document in exchange is an EMD, the FO line coupon indicator must be M.
    Example: FO172-6549873219M1MIA01JAN22/001235874
  - If the document in exchange is an e-ticket, the FO line coupon indicator must be E.
    Example: FO172-9876543210E1HOU21JUL22/123456789
    
    For more information, refer to the following article: [BSP] How to create an FO line for the reissue of a ticket or EMD (Cryptic).
- For a second reissue, check that e-ticket number in the FO line is not the number of the previously exchanged e-ticket.
  
  If the FO is correct, check that the fare elements (FM, FE, FV, and so on) are associated with the correct segments, delete the incorrect segments, re-enter the elements with the correct association, and then reissue again.
  
  For more information on segment association, enter HEPNR > GPASC.
- For a revalidation, revalidate each segment separately. Enter, for example:
  TTP/ETRV/L24/S5/E1
  TTP/ETRV/L24/S6/E2
  
  If the e-ticket status is O and the problem continues, contact Amadeus Customer Services, or log a case with the following information:
  - Timestamp of your entry
    Enter $$DUMP from the command page immediately after your entry and copy the output.
  - Exact error message received
  - Scenario to reproduce the error

If you receive this error when you try to reissue, reassociate, refund or void an EMD, click here

Check the status of the EMD . Enter, for example:
EWD/EMD057-1111222333

The status must be O (open) to reissue, revalidate, refund, or void the EMD .

If the status is F (flown), the segment was already flown, and no changes can be made.
If the status is E (exchanged) or R (refunded), cancel it with the TRDC entry.

Note : This is only valid on the day of the change.

If you receive this error when you try to issue a residual value MCO/EMD or reissue a ticket in the US market, click here

If you try to issue a residual value MCO/EMD created by ATC , contact the airline for instructions. Residual values must be issued together with the ticket reissue and the TTP/TTM entry.

If you try to reissue an e-ticket in exchange for an airline voucher, contact the airline for instructions. Some airlines do not allow the reissue of an e-ticket in exchange for a document issued by their office.

If the reissue in exchange for the airline voucher is allowed, check that the FO line is correct.

If the document in exchange is a paper document, the FO line coupon indicator must be C .
Example: FO172-6549873219 C1 MIA01JAN22/001235874
If the document in exchange is an EMD , the FO line coupon indicator must be M .
Example: FO172-6549873219 M1 MIA01JAN22/001235874
If the document in exchange is an e-ticket, the FO line coupon indicator must be E .
Example: FO172-9876543210 E1 HOU21JUL22/123456789

For more information, refer to the following article: [ARC] How to enter an FO line for reissues .

If the problem continues, contact Amadeus Customer Services , or log a case with the following information:

Timestamp of your entry.
Enter $$DUMP from the command page immediately after your entry and copy the output.
Exact error message received.
Scenario to reproduce the error