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Cancel but keep the ticket

Use this to cancel the itinerary without refunding the ticket value. The ticket stays valid for future use. The quickest way is the Retain Ticket button on the order details page; you can also use Cancel Order (see Another way: use Cancel Order).

Before you start, check that:

  • The order is eligible for cancellation with retain ticket.

Step 1: Open the order​

Find the order and open it. The action buttons are on the order details page. Not sure how? See Find a booking.

Step 2: Click Retain Ticket​

Click the Retain Ticket button.

Order details page with the Retain Ticket button highlighted
The Retain Ticket button on the order details page.

Step 3: Click Proceed​

  1. A prompt says: "You are about to cancel the order and retain the tickets for this PNR. Proceed to request retain ticket to this order." Click Proceed.
  2. Wait for the message that says the booking was cancelled and the tickets were retained successfully.
Prompt asking to confirm cancelling the order and retaining the tickets, with a Proceed button
Click Proceed to retain the tickets.
Success message saying the booking was cancelled and the tickets were retained
The booking is cancelled and the tickets are retained.

Step 4: Check the order and ticket status​

  1. View the order. The status shows Cancelled (meaning "No Itinerary, Tickets Retained").
  2. Check the ticket documents for the order. The originally issued ticket is still in Ticketed status.
Order view with the order status Cancelled
The order status shows Cancelled.
Ticket documents with the original ticket still in Ticketed status
The ticket is still Ticketed.

Another way: use Cancel Order​

You can also cancel and keep the ticket through the standard cancellation flow.

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

    Order details page with the Cancel Order button highlighted
    The Cancel Order button on the order details page.

  2. A prompt says: "You are about to cancel the order. Proceed to request a quote to cancel all items in this order." Click Proceed.

    Prompt asking to request a quote to cancel all items in the order, with a Proceed button
    Click Proceed to request a cancellation quote.

  3. You'll see two cancellation types: Cancel with Refund and Cancel with Retain Ticket. Select Cancel with Retain Ticket.

  4. Click the Cancellation with retain ticket button to finish.

    Cancellation type options with Cancel with Retain Ticket selected
    Select Cancel with Retain Ticket.

  5. Check the status, as in the steps above: the PNR is cancelled (No Itinerary), but the original ticket stays in Ticketed status.

    Order view with the PNR status Cancelled
    The PNR status shows Cancelled.
    Ticket documents with the original ticket still in Ticketed status
    The ticket document is still Ticketed.