What information is critical when processing a passenger’s refund request?

When processing a passenger's refund request, having details about the original booking and the reason for the refund is essential. This information helps customer service agents determine whether the request is valid based on the airline’s refund policy. The original booking details, such as the flight number, date of travel, and class of service, provide a clear context for the transaction. Additionally, understanding the reason for the refund is crucial, as it may affect eligibility—certain circumstances, like flight cancellations or schedule changes made by the airline, often warrant a full refund, while other reasons might be subject to different terms.

Verification of passenger identity is important for security and fraud prevention, but it primarily ensures that the request is made by the rightful ticket holder rather than being a deciding factor in the processing of the refund itself. Confirmation of the flight schedule may be relevant in specific cases, particularly for travel changes, but it does not directly influence the refund process as effectively as the booking and reason details. Personal preferences of the passenger are generally not relevant in the context of refund processing, as refunds depend on the airline's policies and the circumstances of the booking rather than the individual's preferences.