Servicing Workflow

NDC order change with controlled repricing

Changing an NDC order should feel deliberate: retrieve the order, choose the traveler or segment, search replacement options, quote the difference, and confirm only after the airline returns the terms.

Order changes need guardrails

NDC order change is more complex than a simple exchange command. The airline controls what can change, how repricing works, and what payment or refund is required.

Change step	What matters	NDCTerm command layer
Retrieve order	Current itinerary, travelers, tickets, and services.	`*ABC123`
Choose change target	Passenger and segment context.	Context-aware modify flow
Search replacement	New flight or fare options from the airline.	Date/city pair search
Quote difference	Additional collection, refund, penalty, or no-value exchange.	`WP` style repricing
Confirm	Agent review before order update.	`ER` after approval

In the manual

Service and Change an Order — why there is no change mode, and how a delete-and-research becomes a real exchange quote.

Change flow

> *ABC123
Retrieve the order

> 15NOVJFKLAX
Search replacement options

> WP
Quote the updated itinerary

> ER
Commit after review

What agents should expect

Airline-controlled repricing

The airline's order system decides change eligibility, fare difference, penalties, and residual behavior.

Traveler-specific context

Changes may apply to one passenger, one segment, or the whole order depending on airline support.

Ancillary impact

Seats and paid services can be affected by an itinerary change and need visible handling.

Human confirmation

High-impact changes should not commit before the agent reviews the quote.

FAQ

>Can every NDC order be changed?+

No. Change support depends on carrier implementation, fare rules, order state, ticketing setup, and credentials.

>Does NDCTerm calculate the change penalty locally?+

Exchange pricing uses the airline's reshop response. Any stored-fare estimate used in a separate reversal workflow is labelled and never presented as a final carrier term.

>What happens to seats and ancillaries during a change?+

That depends on the airline and service type. Agents need to review whether services carry over, require re-selection, or need refund handling.

Bring NDC into an agent workflow

NDCTerm is in limited release for agents and agencies that want NDC access without portal sprawl.

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