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Flights · Concepts

Post-booking operations

Void, exchange, re-issue and refund of issued flight tickets, and how to request them from the FX-Port team today.

This page is about flight tickets only. For hotels, transfers and eSIMs, cancellation, refunds where the rate allows, and booking updates are available through the API and the dashboard. Only issued flight tickets still need a person for most operations, because airlines and GDS systems gate those authorisations.

What you can do yourself

OperationAvailability today
Cancel a held (unpaid) reservationSelf-serve with cancel_order: releases the PNR, no refund (Amadeus Algeria and Travelport holds)
Refund an issued Duffel orderSelf-serve: cancel_quote shows what the airline refunds, confirm_cancel cancels and credits your FX-Port balance. Only when the airline lets the order be cancelled through the API
Void an issued ticket (same day)Manual: write to the FX-Port team
Exchange or re-issueManual: write to the FX-Port team
Refund an issued Amadeus Algeria ticketManual: write to the FX-Port team

Refund eligibility is never guaranteed: it depends on the airline, the fare rules and the supplier. cancel_quote tells you the amount before you confirm, and confirm_cancel cannot be undone. Do not build a customer-facing flow that promises an automatic refund for every ticket.

Which identifier to use

OperationSend
cancel_order, get_order_quote, pay_orderorder_id (the supplier's order id), or booking_id or pnr
cancel_quoteorder_id: the supplier's order id (ord_... for Duffel)
confirm_cancelcancellation_id from cancel_quote, and order_id so that the booking is updated
get_booking, get_ticket, get_ticket_number, ACD endpointsbooking_id: a PNR, an order id or an FX-Port UUID

PNRs are not unique across suppliers: prefer the order id.

Support and turnaround

Manual does not mean slow. Post-booking requests are handled by a dedicated team that you can reach directly, not by an anonymous ticket portal:

  • Several channels. Request support on every booking in the dashboard, email to [email protected], plus a direct messaging channel and a phone contact agreed with your account manager at onboarding.
  • Around the clock. Coverage is 24/7, weekends and holidays included, because disruptions do not keep office hours.
  • A named contact. Integrated partners get a dedicated account and technical contact who already knows the integration.
  • Fast by design. Urgent cases, such as same-day voids and irregular-operations rebookings, are prioritised and actioned as soon as they arrive, inside the airline's deadlines.

If a request is not moving fast enough, escalate on the same thread.

How to request a manual operation

Use any support channel:

  • Open the booking confirmation page in the FX-Port dashboard and select Request support.
  • Write to [email protected].
  • Use your dedicated channel or account contact for anything urgent.

Include:

  1. The order id (booking.reference in the book and pay responses, orderId in every response) or the FX-Port booking id (UUID).
  2. The PNR, for cross-reference.
  3. The operation you need: void, exchange or re-issue, or refund.
  4. For an exchange: the new dates or itinerary.
  5. Any airline reference or context.

The team confirms the eligibility, quotes the fees and processes the operation.

Other products

ProductPost-booking today
HotelsCancellation and refund according to the cancellation policy of the rate, booking retrieval and voucher re-issue
TransfersCancellation and booking updates
eSIMsTop-ups, usage and status
Flights (held, unpaid)Self-serve cancellation with cancel_order
Flights (issued, Duffel)Self-serve refund with cancel_quote and confirm_cancel
Flights (issued, Amadeus Algeria)Assisted: void, exchange and refund through the channels above

What is coming

Closing the remaining gap is a priority. FX-Port is building self-serve post-booking operations for flights and enables them per supplier as airline and GDS authorisations are granted. Releases are documented here and announced by email to API users. Because these are significant additions, richer post-booking capabilities may ship under a new API version, so your integration is never broken.

If you have a priority use case, send it from the booking confirmation page or by email: partner demand decides which suppliers we unlock first.

PreviousFlight pricingNext Airport autocomplete

On this page

  • What you can do yourself
  • Which identifier to use
  • Support and turnaround
  • How to request a manual operation
  • Other products
  • What is coming

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