Scheduled Air: Change Travel Date

Overview

This article reviews how to make a Rez Agent modification to travel dates when the airline and destination remain the same.  Use for all brands. 

Additional Resources 

• Southwest Vacationscan follow the below process in most cases. For additional policy exceptions on WNV (including Increase or Decrease in Air Cost or air changed within 24 hours of booking) viewWNV: Unique Features to Change Travel Date
• For more information onBasic Economy Fares, view Scheduled Air: Basic Economy Fares.
  • This functionality may not work if the original air was Basic Economy, even when the carrier is staying the same due to the PNR not allowing a new PNR to be stored because of the original basic economy flights.
• GDS trained users may also use the appropriate GDS to make the change to the flights.  

Change Travel Date

1. Use theFee: Airline Cancel and Change Policygrid to determine if the air ticket is exchangeable and if there will be a fee.  
2. Review and note the current Total Package Price on the reservation.
   • Promo codes will drop off if they are not valid for the new dates.
3. Go toModifications>Change Res Date
4. Update flightDepart Date.
5. Update either# of Nightsor theReturn Date.
   1. Automatically updates hotel and rental car dates (if applicable).
6. ClickSearch.
7. At Itinerary Summary page, review the itinerary.
   • Ensure the same hotel and room category is rebooked.
   • Add any necessary ticket reissue fees.
8. ClickCheckout.OnCheckout screen, compare current Total Package Price to New Total Package.
   1. New Total Package Price is higher
      1. Advise balance due to caller (new total package priceminuscurrent total package price = balance due on reservation).
      2. If caller wants to make change, complete changes in Rez Agent and collect any balance due.
   2. New Total Package Price is lower:Compare original airfare cost to the new airfare cost. Any drop in the scheduled air cost is considered a residual loss or MCO and is not refundable in cash.
      1. Air Price Drop
         1. Non-Refundable Air: value of the air price drop will auto-adjust up during the save. 
         2. Refundable Air: value of the air price drop must be manually adjusted back up or SubmitAccounting Formto adjust up the reservation.
      2. Hotel/Car/Features Price Drop - generally refundable except for non-refundable hotels or features)
         1. If refundable, attempt to offer an upsell to another feature or room upgrade.
         2. Callers who decline the upsell can request their reimbursement back. SubmitAccounting Formto reimburse any available funds.
9. Complete Itinerary Changein Rez Agent.
10. Collect any additional payment required. Reservations already paid in full must remain paid in full.
11. Submit anAir Ops form to exchange the ticket.
    • Be specific in the form to advise if canceling the old ticket and a new ticket needs to be issued or if an original ticket is being exchanged. 
      • Ex.  If original ticket is a refundable bulk, request the original ticket be refunded and the new ticket be issued.  
    • An Air Ops form is required because the air team needs to complete the exchange. Even though the PNR is updated, the tickets are not valid for the new travel until the exchange is processed.
    • Exception: Southwest Vacations bookings do not need an Air Ops exchange form, but Southwest Air booked on any other brand must have the form submitted.
12. Comment the booking.