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Ancillary Servicing

This tutorial assumes that you already have your API key for the Gordian API and a fulfilled trip. For more information, see the getting started guide.

Working with a booking doesn’t end when fulfillment completes. There are many things that can happen to a booking post-fulfillment. The Gordian API provides ways to continue to monitor and interact with the booking from the time after fulfillment up until the point of travel. Please check out this Postman Collection, which illustrates several servicing scenarios and how to handle them via our API.

There are four common scenarios that we cover. You can find information on those below. If you have a particular scenario that isn’t covered by the below, please contact your account manager for assistance.

For more details and context on the common concepts we discuss in this guide, check out the Common Concepts section.

The booking was cancelled

If you detect a booking cancellation, you can inform us of it. Gordian will mark the items as cancelled, and attempt to obtain a refund for them.

  1. Inform us of the cancellation
  2. The affected Items will be marked as cancelled
  3. Using the Get Trip endpoint will allow you to see the new Item statuses
  4. A Refund Check will be initiated for affected items
  5. You’ll be able to see all relevant Refund Checks via the /trip/:id/ticket/:ticket_id/refund_check endpoint
  6. If you subscribe to refund_check_completed callbacks, we’ll send you a callback once we have gotten a response from the airline about the status of any possible refunds.
  7. You’ll see a refund in your invoice for applicable items

There was a change to the booking, and the PNR has stayed the same

When a change occurs to a booking - say, the airline has moved the passenger to a new flight due to a schedule change, or a traveler has altered their booking with the airline - you can let us know, and we’ll sync the Gordian booking with the real world state.

Note: This flow applies to both voluntary and involuntary changes. This flow should only be used once you've confirmed the change with the passenger(s); in the case of a voluntary change this confirmation is implied, but in the case of an involuntary change the passenger should accept the itinerary change before informing us of it.

  1. Inform us of the change, along with the new itinerary
  2. The affected items will be marked as checking_status
  3. An Order Check will be initiated for affected Items
  4. We’ll confirm the product states - in this scenario, some products have been modified
    1. If the product details have been modified (say, the seat location has changed), we’ll add a product_changed event to the Item
      1. Additionally, Item details may be changed to represent the most up-to-date state of the Item
    2. If the product no longer exists on the booking, but is available to be rebooked, we'll attempt to rebook
      1. If the same exact product is booked, we'll add a item_confirmed event to the Item
      2. If a different but applicable product is booked, we'll add a product_changed event to the Item
      3. If the product isn't able to be rebooked, we'll add a item_removed event to the Item
      4. Additionally, we’ll mark the Item as cancelled
      5. We’ll initiate a RefundCheck for the Items that no longer exist on the booking
      6. Check out the details in the How does rebooking work? section
    3. If the product no longer exists on the booking, we’ll add a item_removed event to the Item
      1. Additionally, we’ll mark the Item as cancelled
      2. We’ll initiate a RefundCheck for the Items that no longer exist on the booking
    4. If nothing about an item has changed, we’ll add a product_confirmed event to the Item
  5. If you subscribe to order_check_completed callbacks, we’ll send you a callback once it’s completed
  6. Fetch the trip and see the changes to the affected Items

There was a change to the booking, and the PNR changed

Sometimes a change will happen to the booking that will require a reissue of a PNR. You can identify these scenarios when a new confirmation code is used to reference the booking.

  1. Inform us of the rebooking, along with the new itinerary and new access details
  2. You should use the ticket_id of the Ticket associated with the PNR that's being rebooked
  3. The Ticket associated with the ticket_id used will be considered cancelled
  4. A new Ticket will be created on the Trip, associated with the new itinerary and access details you provided
  5. The fulfilled products from the original Ticket will be added to the new Ticket
  6. An Order Check will be initiated for Items transferred to the new Ticket
  7. We’ll check that the products were transferred to the new booking
    1. If the product details have been modified (say, the seat location has changed), we’ll add a product_changed event to the Item
      1. Additionally, Item details may be changed to represent the most up-to-date state of the Item
    2. If the product no longer exists on the booking, we’ll add a product_removed event to the Item
      1. Additionally, we’ll mark the Item as cancelled
      2. We’ll initiate a RefundCheck for the Items on the original PNR that weren't transferred to the new PNR
    3. If nothing about an item has changed, we’ll add a product_confirmed event to the Item
  8. If you subscribe to order_check_completed callbacks, we’ll send you a callback once it’s completed

You want to check the status of products on the booking

  1. Request an Order Check [endpoint coming soon]
  2. An Order Check will be initiated for affected Items
    1. We’ll confirm the product states - in this scenario, some products have been modified
    2. If the product details have been modified (say, the seat location has changed), we’ll add a product_changed event to the Item
      1. Additionally, Item details may be changed to represent the most up-to-date state of the Item
    3. If the product no longer exists on the booking, we’ll add a product_removed event to the Item
      1. Additionally, we’ll mark the Item as cancelled
      2. We’ll initiate a RefundCheck for the Items that no longer exist on the booking
    4. If nothing about an item has changed, we’ll add a product_confirmed event to the Item
    5. If you subscribe to order_check_completed callbacks, we’ll send you a callback once it’s completed