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Servicing Simulations

Gordian provides a suite of endpoints in the Sandbox environment to simulate different scenarios. These endpoints each represent an outcome that can happen to a RefundCheck or OrderCheck.

To get started, create a Trip in the Sandbox, and follow one of the scenarios in the Ancillary Servicing Overview to initiate either an OrderCheck, a RefundCheck, or both. Then, refer to the outcomes below to simulate what would happen in a real-world environment.

Please check out this Postman Collection, which illustrates several servicing scenarios and how to handle them via our API.

Product Confirmed

When an OrderCheck is created, Gordian will go check the booking to determine if the products that were previously booked still exist on the booking. This is often useful when there is a schedule change, whether initiated by the airline or by the traveler.

The easiest outcome is when a product is confirmed. For example:

  • Traveler purchases seat 12A on a BOS -> LAX, departing on 2022-05-15 at 11:00a local time
  • Airline initiates a schedule change, moving the traveler to another BOS -> LAX flight departing on 2022-05-15 at 11:45a local time
  • Traveler approves schedule change with airline
  • Partner Informs Gordian of the change
  • OrderCheck confirms that seat 12A is still booked for the traveler on the new flight, and creates product_confirmed events on the Item to indicate the outcome

Find the API documentation for the endpoint that simulates this outcome here.

Product Changed

When an OrderCheck is created, Gordian will go check the booking to determine if the products that were previously booked still exist on the booking. This is often useful when there is a schedule change, whether initiated by the airline or by the traveler.

One possible outcome is when a product exists, but is changed from the original product. A common case for this is seats changing slightly when plane configurations are different between the original itinerary and the new itinerary. If the seat is equivalent - for example, an aisle seat that's been moved up or down a row, or a larger checked bag allowed than originally booked - Gordian will consider the product as changed and update the attributes on the booking. If the product has changed but isn't equivalent - say, an aisle seat moved to a middle seat, Gordian will consider the product as removed

What qualifies as an equivalent product

Different partners have different notions about what is considered an "equivalent product" based on multiple factors. See the Equivalent Product section in Common Concepts for more information. Talk to your account manager to help formulate and configure what should be considered an equivalent product for your customers.

For example:

  • Traveler purchases seat 12A on a BOS -> LAX, departing on 2022-05-15 at 11:00a local time
  • Airline initiates a schedule change, moving the traveler to another BOS -> LAX flight departing on 2022-05-15 at 11:45a local time
  • Traveler approves schedule change with airline
  • Partner Informs Gordian of the change
  • OrderCheck confirms that seat has been moved to 14A on the new flight, and creates product_changed events on the Item to indicate the outcome along with updated product details on the new seat.

Find the API documentation for the endpoint that simulates this outcome here.

Product Removed

When an OrderCheck is created, Gordian will go check the booking to determine if the products that were previously booked still exist on the booking. This is often useful when there is a schedule change, whether initiated by the airline or by the traveler.

One possible outcome is a product was not transferred to the new booking, or was transferred but isn't considered an equivalent product (see Product Changed).

For example:

  • Traveler purchases seat 12A on a BOS -> LAX, departing on 2022-05-15 at 11:00a local time
  • Airline initiates a schedule change, moving the traveler to another BOS -> LAX flight departing on 2022-05-15 at 11:45a local time
  • Traveler approves schedule change with airline
  • Partner Informs Gordian of the change
  • OrderCheck checks the booking, but the traveler does not have an assigned seat, and creates product_removed events on the Item and marks the Item as cancelled. Gordian will also initiate a RefundCheck

Find the API documentation for the endpoint that simulates this outcome here.

Refund Issued

When a RefundCheck is created due to a product being removed or a cancellation, Gordian will go check for a refund for the booked products.

One outcome is that a refund is issued. If the refund is being returned to the purchaser and Gordian charged you for the base cost, Gordian will refund you the base cost.

For example:

  • Traveler purchases seat 12A on a BOS -> LAX, departing on 2022-05-15 at 11:00a local time
  • Airline cancels the flight
  • Partner Informs Gordian of the cancellation
  • RefundCheck checks the booking for refunds, and the airline issues a refund. Gordian will create a refund_issued event on the Item to indicate the outcome, as well as update the RefundCheck with the status of the refund

Find the API documentation for the endpoint that simulates this outcome here.

Refund Denied

When a RefundCheck is created due to a product being removed or a cancellation, Gordian will go check for a refund for the booked products.

One outcome is that a refund is denied. This can often happen if a traveler voluntarily cancels their trip.

For example:

  • Traveler purchases seat 12A on a BOS -> LAX, departing on 2022-05-15 at 11:00a local time
  • Airline cancels the flight
  • Partner Informs Gordian of the cancellation
  • RefundCheck checks the booking for refunds, and the airline does not issue a refund. Gordian will create a refund_denied event on the Item to indicate the outcome, as well as update the RefundCheck with the status of the refund

Find the API documentation for the endpoint that simulates this outcome here.