Once a ticket exists, the question is never “can this be changed?” in the abstract. It is which of three remedies applies — void, refund or reissue — and the answer depends on how long ago the ticket was issued, what the fare rule says, and which supplier the ticket sits on. Here is the practical map.
Void: the short window
A void cancels a ticket as though it had never been issued, and it is only available for a short period after issuance — in most markets the same day, by a cut-off the airline sets. Nothing is deducted and no penalty applies, because commercially the sale is being erased rather than unwound. Void is available on all three suppliers in the platform: Amadeus, Sabre and Travelport Galileo.
One exception is worth knowing before you promise a client anything: flynas (XY) tickets cannot be voided, and the platform blocks the attempt rather than letting it fail at the airline. A flynas ticket issued in error has to be handled as a refund.
Refund: after the window
Past the void cut-off, a ticket that will not be used is a refund. A refund is always two steps: first a quote, which asks the fare rule and the airline what will actually come back once penalties and unused taxes are settled, and then an accept, which commits it. You see the number before you decide.
You can run that yourself for tickets issued on Amadeus and on Sabre. Galileo refunds go through our desk: raise the request against the booking and we quote it back to you for approval. The refund itself is the airline’s money on the airline’s timetable — what the platform gives you is the quote, the record, and one place to chase it.
Reissue: the trip changes
Create your agency account
Register on the platform, we review and agree terms with you directly, then we activate your account.
Have these ready to speed things up:
- Commercial register or trade licence
- Owner or authorised-signatory ID
- Agency address, phone and email
A reissue is what happens when a journey changes rather than ends: a new date, a new routing, a different class. There are two kinds, and they behave very differently.
Voluntary — your client wants the change. The fare rule decides whether it is permitted, what the change penalty is, and what the fare difference costs. The guided reissue flow is being rolled out across the three suppliers; while it rolls out, the desk handles what it does not yet cover.
Involuntary — the airline moved the schedule and the passenger has to be protected. This is a different conversation, because the carrier’s own rules generally waive the penalty. In the platform, involuntary reissue is handled end to end on Amadeus. On Sabre you can preview and confirm the airline’s proposed change, and anything that has to be repriced or reissued goes to the desk. On Galileo, raise it with the desk.
Check the coupon before you act
Every one of these decisions depends on the current state of the ticket, not on what you remember about it. Ticket and coupon status can be queried on all three suppliers, and it is the cheapest thirty seconds in the job: a coupon that has already been used, exchanged or refunded elsewhere will refuse the action you were about to promise your client.
How the desk path works
Where a remedy is not self-service, it is not a phone call into the dark either. You raise a post-ticketing request against the booking, our staff price it, and it comes back to you as a quote you approve or decline. Nothing is charged to your account and nothing is sent to the airline until you approve it, and the exchange stays attached to the booking so whoever picks it up next can see what was agreed.
Fare rules are the source of truth for all of this, and they can be read in the platform before you book, not only afterwards. If the terms here are unfamiliar, the glossary defines them, and the flights page sets out what runs on each supplier.