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Managing Airline-Initiated Changes (AIC)

Ellen Scales
  • Updated

You can now manage an airline-initiated change (AIC) within the Duffel Dashboard or build a similar flow yourself through our API.

If there has been an AIC that affects one of your bookings you'll get an email from Duffel like the example below:

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In the Duffel Dashboard, the ‘Action required’ tab shows all impacted orders awaiting action.

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Each order has a summary of what has and hasn’t changed.

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At the bottom of each page, there are up to three options available 'Accept', 'Change', or 'Cancel'. These buttons appear dynamically based on the available capabilities of the airline.

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What to do when the airline hasn’t provided a capability

You can accept an airline-initiated change across all of our airlines but only some of these are automatic. Where the capability isn't provided by the airline it will not be integrated into Duffel's platform,

There are also some nuances on how this is handled depending on whether you use Managed Content or your own accreditation.

Managed Content

Accepting the change

For orders created using Managed Content, we're responsible for carrying out any resolutions on your behalf.

You can accept an airline-initiated change for all airlines.

We have 20+ integrations where accepting airline-initiated changes will be processed automatically – the full list is below. In other cases this will queue the task to our Travel Operations teams and the Order will move to a 'pending' state.

Perform a change or a cancellation

Very few airlines provide the capability to perform changes and cancellations after an airline-initiated change automatically. In these cases, you won’t see any buttons to perform these actions.

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You should email us at help@duffel.com or respond to the email informing you of the change to have your change or cancellation processed. Once those are processed you’ll be informed by email and the Order will no longer appear in the 'requires action' tab.

Here's a summary of the possible actions:

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Self-Managed Content using your own IATA/ARC agreement

For orders using your own agency agreement, you’ll continue to take actions outside of the Duffel platform. Your order in Duffel will not automatically reflect this.

To keep the list of orders that require action up to date we have introduced three buttons to record the action you have taken.

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In all instances, you'll get an email notifying you of the change and the AIC be reflected in the Dashboard.

As a reminder, all the functionality described and shared in this article is available for you to build via our APIs. You can choose to integrate this functionality into existing travel agency tools or provide this on your own 'Manage Booking' apps and websites for your travellers to self-serve this information.

A comprehensive guide on this functionality is coming soon. 


Definitions used in this article:

AIC: Airline-initiated change encompasses schedule changes, aircraft changes and route changes. 
Airline not integrated: Functionality from the airline is yet to be integrated into Duffel's product.

Airline integrated: The functionality provided by the airline is integrated into the Duffel product and is available for real-time use via our APIs and dashboard.

 

 

24 airlines with automatic acceptance processing of airline-initiated changes

There are now 24 airlines where we process the acceptance of an airline-initiated change directly with the airline:

  • American Airlines

  • Aegean Airlines

  • Austrian Airlines

  • British Airways

  • Brussels Airlines

  • Copa Airlines

  • easyJet

  • Emirates

  • Etihad

  • Eurowings Discover

  • Hawaiian Airlines

  • Iberia

  • Jetstar

  • Lufthansa

  • Olympic

  • Qantas

  • Qatar

  • Spirit

  • SWISS

  • Transavia

  • United

  • Volaris

  • Vueling

  • WestJet

 

Airlines where the acceptance of airline-initiated changes is not yet integrated with the airline

  • Avianca
  • Hahn Air
  • Singapore Airlines
  • Travelport

Airlines where passenger-initiated changes and cancellation after an airline-initiated change is integrated with the airline

  • British Airways

Airlines where passenger-initiated changes and cancellation after an airline-initiated change is not integrated with the airline

  • All other airlines


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