Enhanced Exchange

This topic contains:

Overview of Enhanced Exchange
Eligibility requirements for tickets and itineraries
View cancellation and change fees
Exchange and ticket for BSP
Exchange and ticket for ARC
Exchange and hold for BSP
Exchange and hold for ARC

Overview

Enhanced Exchange is available for Travelport+ itineraries. To modify an NDC itinerary, refer to Modify an NDC booking in the NDC Online User Guide

Enhanced Exchange determines eligibility and provides calculations for voluntary exchanges and refunds. This repricing enables agents to offer their customers fully informed choices for new itinerary options, such as flight changes, revised fares, and tax amounts including any applicable change fees.

With Enhanced Exchange, agents no longer need to update the booking file with new flights and fares before starting the exchange process. Agents only need to display a booking file to start the exchange.

Enhanced Exchange supports even exchanges, exchange of tickets with residual value, and add collect exchanges.

Eligibility

Ticketed flight itineraries can be exchanged using Enhanced Exchange for Travelport+ itineraries if the PCC is provisioned for Enhanced Exchange and the ticket is eligible.

Provisioning requirements

The following provisioning requirements apply to Enhanced Exchange.

Requirement	Details
A valid Travelport+ PCC.	The pseudo city code (PCC) must be on Travelport+ (1G).
BSP or ARC reconciliation.	The PCC must use Billing Settlement Plan (BSP) or ARC for reconciliation.
Enhanced Exchange enabled.	Travelport must enable Enhanced Exchange for your agency's PCC.
Enhanced Exchange activated for agents.	After activation, your agency must activate access for each agent. Users with Travel Agency Manager permissions for a PCC can sign on to MyTravelport to activate agents for that PCC.
Participating countries.	The PCC for the original ticket and for the ticket exchange must be located in a participating country. Check MyTravelport for a list of countries where Enhanced Exchange is supported.
Participating airlines.	The ticketing airline (plating carrier) must be provisioned as an Enhanced Exchange participant. Check MyTravelport in for a list of participating airlines.
Support for EMDs (BSP).	BSP carriers must support EMDs (Electronic Miscellaneous Documents): Change fees may be collected via EMD. Refundable balances may be automatically refunded via EMD. For both change fees and refundable balances, a Service (SVC) segment may be automatically added and an EMD issued.
Support for MCOs (ARC).	ARC carriers must support MCOs (Miscellaneous Charge Orders): Change fees are collected at time of ticketing. Refund to original form of payment when the ticket is refundable. An MCO may be automatically issued for any negative balance when ticket is non-refundable (refund or retain).

Eligible tickets

The following conditions are required to exchange tickets using Enhanced Exchange.

Eligible Condition	Details
A valid e-ticket for each passenger in the PNR/booking file.	Each ticket must have: An air segment status of OPEN (O*). Other statuses, including ARPT and UNVL, are not supported for this release. A ticketed fare that contains Category 31 fare rules for Voluntary Changes. Public or private fares issued by the ticketing airline (plating carrier). Categories 15 and 25 distributed by SITA.
Private fares.	The exchange must occur in the same PCC in which the original and ticket were issued.
Net fares.	Net fares with mark up using an account code is supported.
Interline tickets.	Ticketing for multiple carriers is supported.
Matching ticket data.	Smartpoint's copy of the e-ticket must match the data on the airline's e-ticket.
Valid stored fares.	The stored fare must be valid for processing: The filed fare (FF) must have an FCPI code of G, A, or M.
No change to PTCs.	Passenger Type Codes (PTC) must remain the same for the repriced ticket. The following PTCs are supported in this release: ADT, SRC. and MIL CNN for accompanied child passengers only. Unaccompanied minors are not yet supported. C0x where x is the child passenger's age. INF and INS infant passengers.
Form of payment (FOP).	The form of payment must be present in the ticket (Travelport+: F.). The original tickets must include the same form of payment for each passenger. Supports cash or credit card forms of payment added to the booking file. Changes to the form of payment are currently supported for exchange and ticket, but not yet supported for hold exchanges.
Different country of reissue.	Itineraries in which travel originates outside of the country of reissue are valid as of the August 2022 release.

Eligible itineraries

The following types of itineraries are supported for this release of Enhanced Exchange.

Eligible Condition	Additional Details
One-way and round-trip itineraries.	--
Multi-passenger itineraries.	Multiple passenger itineraries are supported, but all tickets in the booking file must meet the ticketing requirements. The maximum of nine travelers for Travelport+. Changes to the booking file during the exchange apply to all passengers in the booking file.
Partially flown itineraries.	Partially flown itineraries are supported, but the booking must contain at least one ticket with an OPEN status.
Code shares airlines.	Itineraries with a market code share can be processed.
Ancillary services.	Bookings with ancillary (optional) services, including paid seats, free seats, and baggage.
A maximum of four segments for all products in the itinerary/ticket.	Includes surface sectors.
A maximum of two connections per leg.	A maximum of two connections for the outbound leg and two connections for the inbound leg.
Car and hotel segments.	Supports itineraries that also include car or hotel segments.

Invalid itineraries and tickets

The following types of itineraries and tickets are not for this release of Enhanced Exchange. If the itinerary is not exchangeable through Enhanced Exchange, you can use terminal commands to manually complete the exchange process.

Invalid Condition	Additional Details
Non-changeable tickets.	The ticket must be listed as changeable in Category 31 of the fare rules.
Involuntary changes.	Terminal commands should be used to complete involuntary changes.
Migrated PNR/booking files.	Bookings can be created through any channel on Travelport+ (1G) but cannot have originated outside of Travelport+.
Selective access.	Enhanced Exchange does not yet support consolidators or wholesalers. The PCC used for the exchange cannot be different than the PCC in which the original fare was ticketed. The ticket must be exchanged in the same PCC that original ticket was fared and issued.
NDC segments.	NDC segments are not currently supported for Enhanced Exchange.
Invalid travel dates.	New ticketing or travel dates that are more than 12 months from the original ticketing date.
Multiple currencies and equivalent currencies.	--
Multiple-carrier itineraries.	Multiple-carrier itineraries are not supported for the Early Adopter phase.
Tickets with more than two fare components.	The PNR/booking file must have the same fare/pricing construction for each passenger.
Multiple fare constructions.	--
Waitlisted or unconfirmed segments.	--
Multiple reissues.	The ticket cannot have been previously reissued.
Paper tickets.	Enhanced Exchange supports only electronic tickets (etickets).
Group bookings.	--
Bulk fares (net remit tickets) and tour (IT) tickets.	Bulk fares (net remit tickets) and Tour Tickets (IT) are not currently supported.
Withholding tax.	Ticket reissues that require withholding tax from the new ticket are not supported.
Custom Check rules.	Ticket reissues that implement Custom Check rules.
Revised itineraries with open segments.	--

Future functionalities

Learn more about the future features planned for Enhanced Exchange by visiting the Smartpoint Cloud Online Guide - Enhanced Exchanges

View cancellation and change fees

There is an option to view cancellation and change fees before starting the exchange process so you can evaluate the traveler's alternatives.

Open a ticketed booking file.
Select <<CHANGE>>, then View cancellation and change fees. If the <<CHANGE>> link does not display, check Eligibility to confirm if the booking file is eligible for Enhanced Exchange.

The booking file displays the change fee and cancellation fee amounts. If taxes are applicable to the fees, a Fees (taxed) line item also displays.
Scroll to the tickets section in the lower right corner to see the change and refund status and associated fees.
- Fees can display a flat amount or a range. The fees may change depending on how close to the date of travel the exchange takes place.
- If there are multiple travelers, the status and fees for each PTC is listed separately. In this example, the infant fare is listed separately.
Optional. After reviewing the change status and fees, you can select Change Booking to begin the exchange process.

Exchange and Ticket - BSP

Open a ticketed booking file.
Select the change booking option.

Graphical view

Select Change Booking, then Exchange (Automated).

Terminal view
Select <<CHANGE>>, then Exchange (Automated) to display a message that indicates if the booking is eligible for exchange and displays any change fees. If the <<CHANGE>> link does not display, see Eligibility to confirm if the booking file is eligible for Enhanced Exchange.
Click Continue to display the Air search (Change trip) panel. If a ticket is not eligible for exchange, a message indicates that it cannot be changed or canceled.

Tip! Make sure the panel is pinned in the upper right corner. If unpinned , the panel may not display if you move to another screen.
Select the Edit icon to modify search criteria for that flight.

If your itinerary has multiple flights, you must click the Edit icon for each flight before making changes to that flight. If you do not click the Edit icon for a flight, then Enhanced Exchanges knows to retain the existing inventory for that flight.
Modify the itinerary. In this example, the destination city is changed.

You can make changes to origins, destinations, dates, and/or times for the request. Itinerary modifiers are optional.
Select Search to display a maximum of 25 flight options. Each option includes flight information, flight details with connection information, and any additional cost or refund, and fare type information. This example displays fares for add collect (positive amounts).
All fares listed are guaranteed to be exchangeable. The icon indicates that the fare is covered under the Travelport Fare Guarantee Policy.
- The combined cost of the fare, exchanges fees, and taxes is listed for each option:
  - 0.00 indicates an even exchange with the cost of the new fare the same as the original fare.
  - A positive amount indicates that the total new fare is higher than the original the original fare, and an additional collection (add collect) is required.
  - A negative amount indicates that the total new fare is lower than the original fare, and a residual value (retain or refund) is available.
    - A green icon displays when the refund method is an EMD or original form of payment.
    - A gray Refund permitted icon displays when the refund form is unknown. A note indicates that the airline must be contacted to provide the refund details.
Optional. For each option, click View pricing details to display the complete fare and tax breakdown per passenger. Select the Back button to return to the previous screen.
Select your flight option by clicking the Select button.

The Review and confirm changes section displays your new flight and fare information. This example shows an exchange with additional collection.
If applicable. In the Ticketing details section, add commission information, endorsements, IT/BT modifiers, and tour codes.
In the Payments section, review or select the payment options for add collect or refunds.
Exchanges with add collect

Optional. In Payments, click the Payment Method arrow to change the form of payment for add collect options. Available forms of payment vary depending on the carrier and itinerary.

When the new fare is more than the original fare, an additional amount must be collected. An additional collection may be required because of an increase in the fare, addition or change in tax amounts, and/or penalty fees imposed by the airline.
- Add collect amounts display as a positive amount in the flight options list.
- The form of payment for change fees is determined by the carrier.
For more information, see:
- Electronic Miscellaneous Document (EMD) in the Travelport+ Format Guide.
- EMD, SVC, and ASCV in the Travelport Knowledge Base. A MyTravelport user name and password are required.
Exchanges with refund

Either the original form of payment (FOP) or an EMD is used for refunds.

Tip! Hover over the information icon in the Payments section to see the form of payment for the refund.
- If the original form of payment is not supported for refunds, the form of payment defaults to EMD.
- If the refund method is unknown, the Payments section indicates that you must contact the airline to confirm the refund method and process the refund outside of Smartpoint.
  
  Note: For this release:
  - Change fee collected as EMD-S is supported for applicable carriers and locations. Change fee collected as tax is not yet supported.
  - Check and non-refundable are not supported as a form of payment for refunds.
Select Confirm and ticket to complete the exchange and issue the new tickets.
- If applicable, SVC segments and EMDs are issued for any penalties.
- If MIR is linked, a MIR is issued to the back office.
Optional. Select View booking file to display the updated booking record.
Or, display exchange information in the terminal booking file view:
- Click *HTE to view the original and new electronic tickets.
- Click *HTI to view the current and historical TINS.

Exchange and Ticket - ARC

To exchange and ticket for ARC bookings:

Open a ticketed booking file.
Select the change booking option.

Graphical view

Select Change Booking, then Exchange (Automated).

Terminal view
Select <<CHANGE>> then Exchange (Automated). If the <<CHANGE>> link does not display, check Eligibility to ensure the booking file is eligible for Enhanced Exchange.

A message that indicates if the booking is eligible for exchange and displays any change fees.
Select Continue. If a ticket is not eligible for exchange, a message indicates that it cannot be changed or canceled.

The Air search (Change trip) panel displays flight and traveler information from the booking. Select the Edit icon to modify search criteria for that flight.

Tip! If your itinerary has multiple flights, you must click the Edit icon for each flight before making changes to that flight. If you do not click the Edit icon for a flight, then Enhanced Exchange knows to retain the existing inventory for that flight.
Modify the itinerary. In this example, the outbound city is changed.

You can make changes to origins, destinations, dates, and/or times for the request.

All itinerary modifiers are optional.
Select Search to display the Air search results screen with a maximum of 25 itinerary options.

All fares listed are guaranteed to be exchangeable. The icon indicates that the fare is covered under the Travelport Fare Guarantee Policy.
- The combined cost of the fare, exchanges fees, and taxes is listed for each option:
  - 0.00 indicates an even exchange with the cost of the new fare the same as the original fare.
  - A positive amount indicates that the total new fare is higher than the original the original fare, and an additional collection (add collect) is required.
  - A negative amount indicates that the total new fare is lower than the original fare, and a residual value (retain or refund) is available.
    - A green icon displays when the refund method is an MCO or original form of payment.
    - A gray Refund permitted icon displays when the refund form is unknown. A note indicates that the airline must be contacted to provide the refund details.
Optional. For each option, click View pricing details to display the complete fare and tax breakdown per passenger. Select the Back button to return to the previous screen.
Select the new itinerary by clicking the Select button for a flight option.

The Review and confirm changes screen displays the new flight and fare information.
If applicable. In the Ticketing details section, add commission information, endorsements, IT/BT modifiers, and tour codes.
In the Payments section, review or select the payment options for add collect or the refund options for residual values.
Exchange with residual value:

In the Payments section, either the original form of payment (FOP) or an MCO is used for residual values.
- For this release, check and non-refundable are not supported as forms of payment for refunds.
- If the refund method is unknown, a message indicates that you must contact the airline to confirm the refund method and process the refund outside of Smartpoint.
- If permitted by the carrier, the residual value may be returned as an automatically generated MCO (Miscellaneous Charge Order). If an MCO is automatically issued for a residual exchange with a negative value, a message is displayed when you click the Information icon in the Payments section.
If applicable, agents can choose to forfeit (ignore) the refund value of (base fare and/or taxes), by selecting one of these options:

Sometimes agents want to forfeit (ignore) the refund value of (base and/or taxes) of an exchange so that the passenger does not receive the refund amount. Agencies may choose to forfeit refunds for a number reasons. For example, forfeiture may be desired if:
- The refund has a very low amount, such as USD 0.10.
- The refund has a low amount, such as lower than USD 10.00, and requires an EMD. EMDs can be relatively expensive transactions, and it may be preferable to avoid the fee for a small refund.
- There is no EMD support for the applicable country, airline, and/or agency.
- Agency business critera
- An airlines
Agency business criteria and/or airline criteria for not to refund for a certain value

To forfeit fares, you can select either:
- Do not issue the refund forfeits both the base fare and all applicable taxes.
  
  After you select this option, the list of taxes for the fare is displayed.
Select a tax code to EXCLUDE that tax from the refund, then click Apply.

In this example, €1.24 (DE) is refunded to the passenger, and €8.77 (RA) is not included in the refund.

Exchanges with add collect:

Optional. In Payments, click the Payment Method arrow to change the form of payment for add collect options. Available forms of payment vary depending on the carrier and itinerary.

Note: Multiple forms of payment are not yet enabled. Change fee collected as tax is not yet supported.
In the Traveler section, confirm passenger information from the booking file.
Select Confirm and ticket to complete the exchange and issue the new tickets. If applicable:
- Penalties are charged at the time of ticketing.
- If a refund is not made using the original form of payment, a residual MCO is issued.
- If MIR is linked, a MIR is issued to the back office.

Optional. Select View booking file to display the updated booking record.

Or, display exchange information in the terminal booking file view:

Click *HTI to view the current and historical TINS.
Click *HTE to view the original and new electronic tickets.
If applicable. Click *MCO to view issued MCOs.

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Exchange and Hold Tickets - BSP

To exchange and hold tickets:

Retrieve the booking file and select <<CHANGE>>.

In the graphical view, select the Reservations section and click on the Change Booking button then Exchange (Automated).

A message indicates if the ticket is eligible for exchanging with Enhanced Exchange and indicates any exchange fees.

In this example, a EUR 65.00 change fee is associated with this fare. Note that fare differences and credit card fees are not included in the initial validation.
Select Continue to display the Air search (Change trip) panel.

Tip! Make sure the panel is pinned in the upper right corner. If unpinned , the panel may not display if you move to another screen.
Select the Edit icon to modify search criteria for that flight.

If your itinerary has multiple flights, you must click the Edit icon for each flight before making changes to that flight. If you do not click the Edit icon for a flight, then Enhanced Exchanges knows to retain the existing inventory for that flight.
Modify the itinerary. In this example, the return date is changed.

You can make changes to origins, destinations, dates, and/or times for the request.

All itinerary modifiers are optional.
Select Search to display the Air search results screen with a maximum of 25 itinerary options.

All fares listed are guaranteed to be exchangeable. The icon indicates that the fare is covered under the Travelport Fare Guarantee Policy.
- The combined cost of the fare, exchanges fees, and taxes is listed for each option:
  - 0.00 indicates an even exchange with the cost of the new fare the same as the original fare.
  - A positive amount indicates that the total new fare is higher than the original the original fare, and an additional collection (add collect) is required.
  - A negative amount indicates that the total new fare is lower than the original fare, and a residual value (retain or refund) is available.
    - A green icon displays when the refund method is an MCO or original form of payment.
    - A gray Refund permitted icon displays when the refund form is unknown. A note indicates that the airline must be contacted to provide the refund details.
Optional. For each option, click View pricing details to display the complete fare and tax breakdown per passenger. Select the Back button to return to the previous screen.
Select the new itinerary by clicking the Select button for a flight option.

The Review and confirm changes screen displays the new flight and fare information.
If applicable. In the Ticketing details section, add commission information, endorsements, IT/BT modifiers, and tour codes.

Exchanges with add collect

Note: In the Payments section, the functionality to update the Form of Payment (FOP) is not yet supported in this release. Currently, the new FOP is ignored, and the original FOP is stored in the new filed fare.

Exchanges with add collect
In the Payments section, either the original form of payment, an EMD (BSP), or an MCO (ARC) is used for refunds or residual values.
- For this release, check and non-refundable are not supported as forms of payment for refunds.
- For ARC markets, any residual amount is not saved in the Hold booking.
- If permitted by the carrier, the refund or residual value may be returned as an automatically generated MCO or EMD. Click the Information icon to see form of payment used. In the following example, an MCO is issued.
Select Confirm and hold to display the confirmation screen with the updated itinerary and price. The time limit for the hold varies based on the carrier and the fare rules for this itinerary.
The booking file is also updated to reflect the exchange. Select View booking file.

You can also display it in the terminal view

1) Service segment created for later EMD issuance

2) The new flight replaced the original flight.
Before the hold expires, you can either:
- Issue the new ticket and the EMD using Travelport+ formats.
- Cancel or change the booking using Travelport+ formats.

For more information, refer to Exchange with refund/residual value.

Exchange and Hold Tickets - ARC

Retrieve the booking file and select <<CHANGE>>.

In the graphical view, select the Reservations section and click on the Change Booking button then Exchange (Automated).

A message indicates if the ticket is eligible for exchanging with Enhanced Exchange, and indicates any exchange fees.

In this example, a USD 199.00 change fee is associated with this fare. Note that fare differences and credit card fees are not included in the initial validation.
Select Continue to display the Air search (Change trip) panel.

Tip! Make sure the panel is pinned in the upper right corner. If unpinned , the panel may not display if you move to another screen.
Select the Edit icon to modify search criteria for that flight.

If your itinerary has multiple flights, you must click the Edit icon for each flight before making changes to that flight. If you do not click the Edit icon for a flight, then Enhanced Exchanges knows to retain the existing inventory for that flight.
Modify the itinerary. In this example, the outbound departure date city is changed.

You can make changes to origins, destinations, dates, and/or times for the request.

All itinerary modifiers are optional.
Select Search to display the Air search results screen with a maximum of 25 itinerary options.

All fares listed are guaranteed to be exchangeable. The icon indicates that the fare is covered under the Travelport Fare Guarantee Policy.
- The combined cost of the fare, exchanges fees, and taxes is listed for each option:
  - 0.00 indicates an even exchange with the cost of the new fare the same as the original fare.
  - A positive amount indicates that the total new fare is higher than the original the original fare, and an additional collection (add collect) is required.
  - A negative amount indicates that the total new fare is lower than the original fare, and a residual value (retain or refund) is available.
    - A green icon displays when the refund method is an MCO or original form of payment.
    - A gray Refund permitted icon displays when the refund form is unknown. A note indicates that the airline must be contacted to provide the refund details.
Optional. For each option, click View pricing details to display the complete fare and tax breakdown per passenger. Select the Back button to return to the previous screen.
Select the new itinerary by clicking the Select button for a flight option.

The Review and confirm changes screen displays the new flight and fare information.
If applicable. In the Ticketing details section, add commission information, endorsements, IT/BT modifiers, and tour codes.
In the Payments section, review or select the payment options for add collect or the refund options for residual values.
Exchanges with add collect

Note: In the Payments section, the functionality to update the Form of Payment (FOP) is not yet supported in this release. Currently, the new FOP is ignored, and the original FOP is stored in the new filed fare.

Exchange with refund/residual value

In the Payments section, either the original form of payment, an EMD (BSP), or an MCO (ARC) is used for refunds or residual values.
- For this release, check and non-refundable are not supported as forms of payment for refunds.
- For ARC markets, any residual amount is not saved is not saved in the Hold booking.
- If permitted by the carrier, the refund or residual value may be returned as an automatically generated MCO or EMD. Click the Information icon to see form of payment used. In the following example, an MCO is issued.
Select Confirm and hold to display the confirmation screen with the updated itinerary and price. The time limit for the hold varies based on the carrier and the fare rules for this itinerary.
The booking file is also updated to reflect the exchange. Select View booking file.

You can also display it in the terminal view

*FF1 shows in line T that the exchange process was stored in the filed fare
Before the hold expires, you can either:
- Issue new tickets the booking using Travelport+ formats.
- Cancel or change the booking using Travelport+ formats.
Next lesson: Refund an e-ticket