Servicing Workflow
NDC refunds and cancellations with quote-first control
Refunds and cancellations are where agents need certainty. NDCTerm retrieves the airline order, identifies the amount as carrier-quoted or estimated, and requires confirmation before a destructive action commits.
Agents need the quote before the commit
NDC refund behavior varies by carrier, fare, market, ticketing setup, and order state. The workflow should expose penalties, refund value, residuals, and confirmation status before the agent says yes.
| Step | What the agent needs | NDCTerm command layer |
|---|---|---|
| Retrieve | Current order state, travelers, ticket status, and services. | *ABC123 |
| Review | Carrier-provided refund details where available, otherwise a clearly labelled stored-fare estimate. | CANCEL or refund review flow |
| Confirm | A clear yes/no point before the order changes. | Y only after review |
| Document | Updated order status and confirmation details for follow-up. | Order display after commit |
In the manual
Cancel, Void, or Refund — the four verbs compared, and how the airline's real quote is shown before you confirm.
Cancellation quote
> *AA001ABC123
Retrieve the order
> CANCEL
Request cancellation quote
> Y
Confirm only after reviewing the amount and its sourceWhat agents should expect
Quote-before-confirm
Agents should see the airline's cancellation or refund quote before changing the order.
Carrier-aware rules
Refundability, penalties, residual value, and void windows can differ by airline and fare.
Operational audit trail
The workflow should leave the agent with the updated order state and confirmation details.
Separate from estimates
NDCTerm copy avoids pretending a local estimate is the same as an airline-confirmed refund quote.
FAQ
>Can agents refund every NDC booking the same way?
No. Airlines implement refund and cancellation flows differently, and eligibility depends on fare rules, order state, credentials, and market.
>Can NDCTerm show the refund before cancellation?
Yes. NDCTerm shows the carrier quote where available, or a clearly labelled stored-fare estimate when the carrier cannot quote before commit.
>Are voids the same as refunds?
No. A void is usually tied to ticketing timing and market rules, while a refund follows fare and airline conditions.
Bring NDC into an agent workflow
NDCTerm is in limited release for agents and agencies that want NDC access without portal sprawl.
Request AccessRelated: NDC guide · NDC servicing · NDC order changes · Commands