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Customer journey

You can implement a full customer journey with the Gordian API: from searching for new flights to reimbursing customers due to cancellations. You can start a customer journey whether you have an existing record locator or you want to start a new trip from scratch. For better understanding, you can split a customer journey into the following steps:

  1. Create a trip
  2. Build a trip
    1. Search for flights or ancillaries
    2. Add products to the basket
    3. Verify the basket items
  3. Fulfill a trip
  4. Cancel a trip

Note

For extended instructions on using the API in a customer journey, see the Flights tutorial page.

Creating a trip

The first step of a customer journey is to create a trip. The trip is the main entity that helps you keep track of all the information needed to modify the reservation in any way, that is:

  • Customer information such as contact details, country, language, or currency
  • Tickets offered, booked, or in process of booking
  • Ancillaries offered, booked, or in process of booking
  • Origin and destinations
  • Passenger information
  • Gordian basket items
  • Cancellation information

You can start a customer journey from one of two scenarios:

  • From scratch by searching for a flight.
  • From an existing booking with the related record locator.

When creating a trip, you receive a trip_id which is the trip identifier to use for the rest of the customer journey.

Building a trip

Once you’ve created a trip and received the trip_id, you can enable the customer to build the trip according to their needs. To build a trip, the customers follow these steps:

  1. Search for flights or ancillaries
  2. Add products to the basket
  3. Verify the basket items

Customers can go back and redo the steps freely to build the trip as they need.

Tip

Offer seats and bags through the Dynamic Upsell widget to display interactive UIs built by Gordian.

Searching for flights or ancillaries

As Gordian has access to a large amount of information from different airlines, a search can take more than 5 seconds; therefore, searching for flights or ancillaries is a 2-step process:

  1. Initiate the search. You can initiate a search for flights or ancillaries at the same time as you create the trip. This saves an extra step in the customer journey. Alternatively, you can initiate new searches within the same trip whenever the customer requests it.
  2. Retrieve search results. From any search you initiate, you receive a search_id. Use the search_idto get the results to display to the customer. You can also refine the results by filtering by product.

Adding products to the basket

Search results contain a list of products with their corresponding IDs. When the customer selects a product, use the product IDs to add them to the Gordian basket. Gordian provides multiple endpoints to facilitate the addition or removal of products in any of the following ways:

  • Add new products to the basket.
  • Replace the basket items with a new set of products.
  • Replace the basket items of a certain product type with a new set of products.
  • Replace the basket items of a certain passenger with a new set of products.

Verifying the basket items

As trips may not be fulfilled right away, Gordian provides a checking endpoint to verify the validity of the items in the Gordian basket. When you initiate the checking process, Gordian verifies if there are price changes or if the product is no longer available.

Fulfilling a trip

When the customer approves the items in the basket, you can start the fulfillment process. As this step implies the exchange of money and interaction with third parties to confirm the fulfillment, it is not an immediate process; therefore, fulfilling a trip is a 2-step process:

  1. Initiate the fulfillment process. After you charge the customer and receive payment confirmation, you can initiate the fulfillment process with your company information. Gordian also provides information to test the credit card payments. For more information, see Payments.
  2. Check fulfillment status. Check the status and take any actions needed by any of the following methods:
    • Get the full trip information and check the status of each order.
    • Subscribe to the fulfillment notifications.

Important

Never use the customer’s card information to fulfill the trip with Gordian.

Cancelling a trip

You can enable customers to cancel the items that were booked through Gordian. To cancel products not booked through Gordian, contact your account manager.

As the cancellation process implies interaction with third parties, it is not an immediate process; therefore, the cancellation of products is a 3-step process:

  1. Start a cancellation check. Initiate a check to see which items can be cancelled, any constraints, and the potential refund for the customer.
  2. Get cancellation details. Get the results of the cancellation check.
  3. Confirm cancellation. Check the status by any of the following methods:
    • Get the full trip information and check the status of each order.
    • Subscribe to the cancellations notification.