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Cancellation with Retain Ticket

When an order is eligible for cancellation while retaining the ticket, you can cancel the itinerary without refunding the ticket value. The ticket remains valid for future use.

There are two methods to perform this action. The primary method is using the dedicated Retain Ticket button on the order details page.

1. Retrieve the Order​

First, retrieve the eligible order you wish to modify. Once retrieved, locate the action buttons on the order details page.

2. Click Retain Ticket​

Click the Retain Ticket button.

Retain Ticket Button

Retain Ticket button on the order details page

3. Confirm the Action​

A prompt will appear stating: "You are about to cancel the order and retain the tickets for this PNR. Proceed to request retain ticket to this order."

Click Proceed.

Proceed to Retain Ticket Prompt

Confirmation prompt to retain tickets

4. Wait for Success Response​

You will see a prompt message indicating that the booking was cancelled and the tickets were retained successfully.

Success Message

Success message for retained ticket

5. Verify the Order Status​

When you view the order, the status will show as Cancelled (meaning "No Itinerary, Tickets Retained").

Cancelled Status

Order status showing Cancelled

6. Verify the Ticket Status​

If you check the ticket documents for this order, the originally issued ticket will still remain in Ticketed status.

Cancelled Status

Ticket status showing Ticketed

Optional Guidance: Method 2 - Using the Cancel Order Button​

Another way to cancel an order and retain the ticket is through the standard cancellation flow.

1. Click Cancel Order​

On the order details page, click the Cancel Order button.

Cancel Order Button

Cancel Order button on the order details page

2. Confirm Cancellation Quote​

A prompt will appear stating: "You are about to cancel the order. Proceed to request a quote to cancel all items in this order."

Click the Proceed button.

Proceed to Request Quote

Confirmation prompt to request a cancellation quote

3. Select Cancellation Type​

You will be presented with two cancellation type options:

  • Cancel with Refund
  • Cancel with Retain Ticket

Select the Cancel with Retain Ticket option, then click the Cancellation with retain ticket button to finalize.

Select Cancellation Type

Selecting Cancel with Retain Ticket type

4. Verify the Status​

Similar to the first method, the PNR is cancelled (No Itinerary), but the original ticket remains in Ticketed status.

Cancel Retained Ticket Final Status

Final status showing Cancelled PNR

Cancel Retained Ticket Final Status

Final status showing Ticketed document