When
At check-in or on the phone the airline says it has no booking for your client, or its booking differs from your booking file (another flight, status or name).
Check first
- You are looking at the right booking file: name, date and flight match what the client holds.
- The flight was really booked through Travelport+: passive segments (
AK,BK,YK) only record a booking made elsewhere.
Steps
| # | Entry | What it does | Why |
|---|---|---|---|
| 1 | *LH1456/20NOV-NOVAK | Finds booking files with that name on that flight and date. | Shows whether more than one booking file exists for the passenger. |
| 2 | *IA | Shows the air segments with their status. | HX = cancelled by the airline · UC/UN = never confirmed · HK = confirmed. |
| 3 | *VL | Shows the airline's record locator. | No locator: the airline may never have taken the booking (queue 7 collects files still waiting for one). |
| 4 | *HIA · *HVL | History of the air segments · of the vendor locator. | Who changed or cancelled what, and when. |
| 5 | *VR | Messages sent to and received from the airline. | The airline may have explained a cancellation. |
| 6 | *HTE → *TE/0811234500012 | Ticket data in the booking file · the ticket record itself. | Check that a ticket exists and what status its coupons have. |
| 7 | call the airline | Give the airline locator, the ticket number and the flight. | Ask the airline to check its own record under its locator. |
Check it worked
The airline confirms the booking under its locator, and your booking file shows the same flights with HK.
Traps
- Do not book the passenger again before you know what happened — check the airline's rules on duplicate bookings first.
@ALLremovesHXsegments; read the history first, so you can show what the airline did.- Changes made directly with the airline may not show in your booking file — ask whether the client called the airline themselves.
- Travel date already passed? Use the past date booking file (Retrieve a past date booking file (PQ)).