# Post-booking operations

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

Source: https://fx-port.com/docs/flights/post-booking

> [!WARNING]
> **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

| Operation | Availability today |
|---|---|
| **Cancel a held (unpaid) reservation** | Self-serve with [`cancel_order`](https://fx-port.com/docs/flights/cancel-order.md): releases the PNR, no refund (Amadeus Algeria and Travelport holds) |
| **Refund an issued Duffel order** | Self-serve: [`cancel_quote`](https://fx-port.com/docs/flights/cancel-quote.md) shows what the airline refunds, [`confirm_cancel`](https://fx-port.com/docs/flights/confirm-cancel.md) 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-issue** | Manual: write to the FX-Port team |
| **Refund an issued Amadeus Algeria ticket** | Manual: write to the FX-Port team |


> [!CAUTION]
> 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

| Operation | Send |
|---|---|
| `cancel_order`, `get_order_quote`, `pay_order` | `order_id` (the supplier's order id), or `booking_id` or `pnr` |
| `cancel_quote` | `order_id`: the supplier's order id (`ord_...` for Duffel) |
| `confirm_cancel` | `cancellation_id` from `cancel_quote`, and `order_id` so that the booking is updated |
| `get_booking`, `get_ticket`, `get_ticket_number`, ACD endpoints | `booking_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 [dev@fx-port.com](mailto:dev@fx-port.com), 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 [dev@fx-port.com](mailto:dev@fx-port.com).
- 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

| Product | Post-booking today |
|---|---|
| **Hotels** | Cancellation and refund according to the cancellation policy of the rate, booking retrieval and voucher re-issue |
| **Transfers** | Cancellation and booking updates |
| **eSIMs** | Top-ups, usage and status |
| **Flights (held, unpaid)** | Self-serve cancellation with [`cancel_order`](https://fx-port.com/docs/flights/cancel-order.md) |
| **Flights (issued, Duffel)** | Self-serve refund with [`cancel_quote`](https://fx-port.com/docs/flights/cancel-quote.md) and [`confirm_cancel`](https://fx-port.com/docs/flights/confirm-cancel.md) |
| **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.