Cancel a Booking

For GDS offers, air segments can be canceled before and after ticketing. You may also be able to exchange GDS tickets, depending on the ticket rules.

For NDC offers, the airline supports the cancellation of an unticketed NDC and a ticketed order if it was issued on the same day (cancel void). If an NDC order has been ticketed on a previous day, some airlines support the option to cancel and refund to the original form of payment (credit card or BSP for cash). Some airlines do not support canceling a ticketed booking. Please contact the airline directly to arrange a refund where applicable. Some airlines support canceling a ticketed booking and banking the funds to be used towards the purchase of a new ticket. For more information, refer to Cancel with a refund and bank the funds.

Note: NDC does not support the option to void a ticket without canceling the booked flights.

Cancel options:

Cancel an unticketed GDS or NDC offer or cancel same-day NDC ticketed offer (cancel void)

  1. Retrieve the booking if it is not already displayed.

  2. Expand the Reservations section and select the flight summary. Flight details display in the right panel.

  3. Scroll to the bottom and select Cancel Booking.

    Note: For itineraries with multiple passengers, when canceling a booking, agents cannot currently divide the booking file for a subset of travelers. All travelers in the itinerary must be canceled together.

  4. Confirm the cancellation.

    • If it is a GDS booking and the warning Changes not saved displays, select Try saving changes. If the cancel fails again, select Close and address the warning provided.

    • If it is an NDC same-day ticketed booking, the refund amount displays.

  5. A message displays confirming the successful cancel.

For NDC orders, the passive segments are automatically canceled. Cancellation information is added to the DI lines.

Cancel with a refund and bank the funds

Some airlines support canceling a ticketed booking and banking the funds for use toward the payment of a new ticket.

Note: Issuing a ticket using banked funds is not yet supported.

  1. Retrieve the NDC booking and open it in the graphical view.

  2. Expand the Reservations section and select the flight summary. Flight details display in the right panel.

  3. Select Cancel booking.

  4. The refund options display with the refund amount. If the airline allows a refund as credits with the airline, you are given a choice of how to receive your refund. Select your refund method and select Continue.

  5. If Refund as credits with the airline is selected, select the Copy ticket number(s) to clipboard link to copy the ticket number(s) so that you can store them.

    Important: The ticket number must be stored so that you can use the funds for a later purchase.

  6. Select Continue to continue with the cancellation.

  7. A confirmation displays the segments that were canceled and the credited value.

  8. The DI lines are updated to reflect the original ticket number, the ticketed amount, and the date that the booking was canceled.

    Refund example: 

    13. FREE TEXT-#TAS01#REFUND31.24

    Carrier credit example: 

    12. FREE TEXT-#TAS01#NDC RES CXL CREDIT ON HOLD 27OCT

Cancel or void GDS reservations

For traditional (GDS) reservations, you have the following options for canceling and voiding tickets:

  • If you want to cancel all GDS reservations, including air (ticketed and non-ticketed), car, hotel, passive, and low cost carrier content, you can cancel from the Booking view menu.

  • To cancel a ticketed GDS offer (ticketed flights for a single offer only), you can choose Cancel flight segments only from either the terminal (<<CHANGE>> link) or graphical booking file (Cancel booking button). When this option is chosen, flights are canceled without refund (without changing the ticket status to RFND).

  • To void all tickets (if inside void period), select the Void all ticket option from either the terminal (<<CHANGE>> link) or graphical booking file (Change booking button).

Booking view cancel

You can cancel all GDS reservations for a single offer using the graphical interface. When the Cancel all GDS reservations option is chosen from the Booking view menu, all GDS segments, including air (ticketed and non-ticketed), hotel, car, passive, and low cost carrier content, are canceled. NDC segments (status ZK), hotel API segments (status TS), and Trainline segments (TAU) are not canceled.

  1. Retrieve the booking by entering the booking file locator in the Booking view field then select Retrieve.

  2. Select the Booking to display booking file options.

  3. Select Cancel all GDS reservations.

  4. A list of any reservations that will not be canceled display. Select the Cancel reservations button.

Cancel ticketed GDS offer without refund

You can cancel ticketed GDS segments without a refund (without changing the ticket status to RFND) by selecting the <<CHANGE>> link in terminal or by selecting Cancel booking in graphical booking display.

  1. Open the booking file.

    • If opened in a terminal window, select the <<CHANGE>> link.

    • If opened in the graphical window, select the Cancel booking button.

  2. Select Cancel booking. This link is only active for a single offer.

  3. Select Cancel flight segments only. This option cancels the segments/offer without refunding the ticket amount (without changing the ticket status to RFND).

  4. Select Cancel flights.