Flight Change/Exchange Process/Rescheduling

General Process

Ticket Handling & Verification

• Freshdesk ticket is assigned and accepted within 90 seconds.
• Review the ticket and copy the Trip ID.
• Search for the Trip ID on internal channels (Gmail, Dashboard) and ensure the change request toggle is enabled.

Flight Change/Exchange – Priceline Bookings

Initial Verification

• Confirm the booking status as “completed” on the IL Dashboard.
• Access the change request tab and review any change remarks.

Processing the Change

• Contact Priceline Support for assistance if needed.
• Check the airline’s change policy for any paid inclusions (e.g., seats, baggage).
• Send a change quotation email to the customer.
• Upon customer approval, process the flight change with Priceline.

Finalization

• Create the revised flight voucher and generate a new PRID.
• Complete the MIS by selecting the reschedule option.
• Draft a flight change email using the designated template, attach the revised voucher, and send it.
• Mark the change request as complete by updating case notes, updating the US Production Tracker, and validating payment before charging the client.

Flight Change/Exchange – Options Travel (GDS)

Initial Steps

• Confirm the booking status on the IL Dashboard.
• Retrieve the PNR from Galileo if needed and verify ticket status.

Processing the Change

• Review change remarks on the dashboard/email.
• Check the airline’s change policy for any applicable fees.
• Send a change quotation email to the customer.
• Upon approval, process the change on Options Travel (GDS).

Finalization

• Create the revised flight voucher and generate the PRID.
• Complete the MIS using the reschedule option.
• Draft and send the flight change email with the revised voucher attached.
• Update Freshdesk case notes, the US Production Tracker, and validate payment mode before charging the client.