Involuntary Exchanges

Involuntary exchanges can be used to reissue tickets for even exchanges, such as schedule changes and involuntary re-routing. These processes can also be used for voluntary even exchanges; however, there must be no change in the fare.

There are two processes for completing involuntary ticket exchanges, depending on whether the ticket is issued by a carrier that supports Electronic Ticket Record (ETR) Revalidation:

  • Involuntary exchanges for carriers that support ETR Revalidation. Uses the Ticket Display script.
  • Involuntary exchanges for carriers that do NOT support ETR Revalidation. Uses the Ticket Exchange Plus script.

A PNR qualifies for ETR Revalidation if:

  • The air segments in the PNR are all confirmed (HK status).
  • All tickets are validated on the same carrier, even if there are multiple carriers on the segments/coupons of the ticket.
    For example, a ticket qualifies for ETR Revalidation if contains both BA and AF segments, but issued is using only BA as the validating carrier.
  • All tickets have a valid status for revalidation.
  • Statuses that qualify for revalidation: Original Issue (I), Refund Reverse (RR), and Revalidated (RV).
  • Statuses that do not qualify for revalidation: Void (V), Refund (RF), Exchange Reverse (XI), and Exchanged (E).
  • The number of valid tickets is the same as the number of passengers.
    For example, there are three valid tickets and three passengers. Conjunctive tickets are processed.
  • Segments to be revalidated are in the same carrier and routing (airport codes) as the coupon.
  • The flight in the coupon is not Closed. The status of coupon must be Open or Airport Control.
  • For BSP carriers, each segment in the ticket has a fare basis code. ARC carriers do not require a fare basis code.

Note: Travelport Smartpoint does check the fare, so the agent should confirm if a fee must be collected.

Accessing Involuntary Exchanges

To access the Involuntary Exchange script:

  1. Open a PNR with ticketed air segments.
  2. Use one of the following options to open the Involuntary Exchange script:
  • From the Fares & Pricing menu, select Involuntary Exchange.

  • Enter the #EXI Quick Key on the Smart Screen. Or, click the Quick Key icon to select #EXI from the Quick Keys list.

The Involuntary Exchange script then determines if the carrier supports E-Ticket (ETR) Revalidation.

  • If the PNR does not qualify for involuntary exchange, the Ticket Exchange Plus script is displayed with a message: PNR does not qualify for the involuntary exchange process. The exchange will be processed through the Ticket Exchange Plus script.

Ticket Exchange Plus can the be used to process the exchange through either automatic exchange (Rapid Reprice) or manual exchange.