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Change date or route and reissue

Use this when a passenger needs to change their travel dates, origin, destination or cabin class and the ticket must be reissued. You'll search for new flights, check the fare difference and then pay.

Step 1: Open the order and click Manage Journey​

  1. Find the passenger's existing PNR on the Retrieve Order page and open it. Not sure how? See Find a booking.
  2. On the Order View page, check the current PNRs.
  3. Click Manage Journey to start the change request. The Reshop Page opens.
Order View with the Manage Journey button highlighted
Click Manage Journey to open the Reshop Page.

Step 2: Pin the flights you want to keep​

Do this if the journey has more than one part (for example a round trip or a multi-city trip) and you want to keep one flight unchanged.

  1. Click the Pin icon next to the journey you want to keep (for example, the outbound flight). Pinned journeys become inactive and are not re-shopped, so the existing flight details stay as they are.
  2. Click Unpin on the journey you want to change (for example, the inbound flight). The unpinned journey opens so you can change it, for example the date or cabin class.
Reshop Page with one journey pinned and the other journey unpinned and open for changes
Pin the journey to keep; unpin the journey to change.
  1. On the Reshop Page, update the Origin, Destination, Travel Dates, TripType or Cabin (for example, Economy to Business) as the passenger asked.
  2. Click Search to find flights that match the new details.
Reshop Page search bar with origin, destination, dates, trip type and cabin fields and the Search button
Change the search details on the Reshop Page.
tip

Need a special fare code? You can apply a special fare code for the changed journey directly on the Reshop Page, before you start the search.

Step 4: Select a new offer​

You'll see a list of flights that match your new search.

  1. Review the available Reshop Offers.
  2. Select the offer you want for the journey.
List of reshop offers with flight options to select
Pick one of the reshop offers.

Step 5: Check the changes and the fare difference​

Before you confirm, review the details of the change.

  1. Go to the Check Fare / details tab.
  2. Compare the Old Itinerary with the New Itinerary.
  3. Review the Price Breakdown: the Previous Order Price, the Net New Price and the Difference. The Difference is the extra amount the customer must pay to complete the reshop.
Check Fare tab comparing old and new itineraries, with the price breakdown and difference
The Check Fare tab shows the old and new itinerary and the price difference.

Step 6: Confirm and pay​

  1. When you're happy with the new itinerary and the price difference, click Proceed and Confirm.
  2. The Payment Page opens. Complete the payment there.