When a booking is cancelled or changed, there’s a possibility for the airline to return funds that were used to purchase the ticket or ancillaries attached to the ticket.
Our systems will work with the airline to determine which products are eligible for refunds, how those refunds will be delivered, and how much those refunds are for.
If you were charged for the cost of the product and the airline refunds the product in a manner equivalent to cash (i.e., not a voucher or credit directly to the traveler), we’ll then refund you for the full base price of the product.
An order check accesses the current state of the booking and compares it against the last known state of the booking.
The simplest case is that nothing has changed on the booking, and the items are confirmed within the booking.
Other times, products may change - for example, if a traveler moves to a different flight and had purchased a seat on the original flight, they may be rebooked into a different but equivalent seat. Modifications to the booking will be reflected within those specific items, so that you’ll be able to see exactly what has changed.
It’s also possible that a modification to the booking has removed a product that was previously available on the booking. In this case, we’ll mark the item as cancelled, and initiate a Refund Check for that item.
An equivalent product is a product that doesn't exactly match the product selected to be booked, but one that still matches the essence of the original product. Because ancillaries come in several forms, the definition of an equivalent product is different for each type of product. The parameters are tunable by you - speak with your account manager to help determine and configure the qualifications of an equivalent product to match the expectations of your target customers.
For bags, an equivalent product is one of the same type (cabin, checked, etc.) and of a larger size. For a 15kg cabin bag, a 20kg cabin bag is an equivalent bag, however the reverse is not true.
For seats, this is typically within two rows and the same row position (seat, middle, aisle) as the initially booked bag. For an aisle seat in row 12, an aisle seat in row 13 is an equivalent product, but a middle seat in row 12 or an aisle seat in row 15 usually isn't.
How does rebooking work?
If a product isn't transferred during a change, we'll attempt to rebook the product. There can be many different scenarios that occur when rebooking a product.
If the exact product is available, we'll rebook the product.
If the exact product isn't available, we'll look for an equivalent product when applicable. As each customer has different preferences of what is considered an equivalent product, please reach out to your account manager to define what you'd like to consider an equivalent product. For bags, Gordian will consider an equivalent product as a bag of the same type (i.e., checked or cabin) and the same or greater size as the bag originally booked.
If the exact product isn't available, and we're either unable to rebook an equivalent product or an equivalent product doesn't exist, we'll mark the product as removed and initiate a refund check. You'll have the option to allow the traveler to choose new products for the changed booking, so that they can ultimately select a product that matches their preferences given the current availability.