Manual Exchanges

Overview of Manual Exchange screens

In the March 2023 release of Smartpoint Cloud, graphical screens were added to support manual ticket exchanges for voluntary changes. This feature saves exchange details, such as ticket modifier updates and reissues the ticket for exchange.

Please Note!
For this release, the Manual Exchange screens are available only for ARC (US) agencies and for tickets that meet the Early Adopter scope. For BSP agencies and other tickets outside of the current scope, please continue to use Travelport+ formats for manual exchanges. Additional functionality will be added in future releases.

When an exchange is requested, Smartpoint Cloud reviews the fare information if a ticket is eligible for either:

  • An automated exchange using Enhanced Exchanges.

  • A manual exchange using the Manual Exchange screens.

    From an open PNR/booking file with electronic tickets in Travelport+, you can use the manual exchanges screens to exchange tickets with add collect, refund, or an even balance. Commissions, endorsements, and tour codes are also supported through these screens.

Eligibility for this release

The scope for graphical manual exchanges will be expanded in future releases. However, for the current release, the manual exchanges screen is eligible only for tickets that meet the following requirements:

  • ARC (US) agencies.

  • Single passengers.

  • One Filed Fare (stored fare) per passenger.

  • One ticket number on a PNR/Booking File.

  • Wholly unflown itineraries. No past-date air segments are currently supported.

  • Originally issued tickets. Previously reticketed PNR/Booking Files are not currently supported.

  • PNR/Booking Files that do not contain NDC or Direct Payment Carrier segments.

  • Tickets issued outside of the PNR/Booking File are not yet supported. For example, a new PNR/Booking File that was created to replace a previous booking.

  • Bookings can be made using alternate currencies, but currently fees and commissions related to the exchange are displayed in US dollars (USD).

Tip! For BSP agencies and other tickets outside of the current scope, please continue to use Travelport+ formats for manual exchanges.

Known issues

For this release, the following known issues are not yet resolved:

  • For refunds, selecting the Do not issue any refund option in the Payments section does not result in the expected behavior.

    Workaround: Enter any residual (negative) fare amount as a change fee on the initial launch screen, causing the exchange to be processed as an "even exchange" (fare differential of "0.00").

  • Changing the payment method on the Review and Confirm screen does not currently affect the form of payment used to process the exchange.

    Workaround: To change the form of payment, update the FOP in the "F." field in the PNR/Booking File before beginning the Manual Exchange workflow.