Understanding the Modification Process
Modifying a client’s flight or hotel booking after it has been made is a routine but detail-intensive task for travel advisors. The procedure varies based on the supplier-airline, hotel chain, or online travel agency (OTA)-and the type of booking. Your role is to guide clients efficiently while protecting their investment and your commission. This article outlines the standard steps, common challenges, and best practices for handling post-booking changes.
Step 1: Assess the Change Request
First, clarify the client’s needs. Is it a minor date change, a switch to a different hotel, or a complete reroute? Gather specifics: new dates, preferred alternatives, and any flexibility. Note the timing-changes 24 to 48 hours before travel often have different rules than those made weeks in advance.
- Ask for written confirmation of the change via email or your booking system.
- Check the original booking’s fare rules, cancellation policy, or package terms.
- Identify whether the change is voluntary (e.g., client’s schedule shift) or involuntary (e.g., airline schedule change).
Step 2: Review Supplier Policies and Fees
Every supplier has distinct modification policies. For airlines, consult the specific fare class rules, which dictate if changes are allowed, at what cost, and whether a reissue fee applies. Many non-refundable tickets now permit changes for a fee plus any fare difference. Hotels often allow free modifications up to 24-72 hours before check-in, but some non-cancellable rates may require full payment forfeiture. For packages, contact your tour operator or wholesaler directly.
Key considerations:
- Change fees: These vary widely; always confirm the current amount with the supplier.
- Fare differences: You must calculate the difference between the original and new fare or rate.
- Commission impact: Some suppliers reduce or claw back commission on modified bookings. Verify your agency’s agreement.
- Group vs. individual bookings: Group contracts often have different rules; contact your account manager.
Step 3: Communicate with the Client
Before proceeding, present the client with a clear breakdown of costs. Use your travel CRM or email to summarize:
- The proposed change and new itinerary details.
- Any change fees and fare differences.
- Estimated timeline for processing (e.g., 15 minutes for a simple airline change, 1-2 hours for a complex hotel switch).
- Potential risks, such as losing a room if the new hotel is not immediately confirmed.
Advise the client that you will not proceed without their explicit approval, including acceptance of any additional charges. For credit card payments, this may require a new payment authorization.
Step 4: Execute the Modification
Working directly with the supplier, you have two main paths:
1. Online via your GDS or supplier portal: Most changes can be made in real-time if you have access and the fare rules permit. Always double-check the new pricing and itinerary before confirming.
2. Phone call to supplier reservations: For complex changes-such as multi-city flights, non-standard fares, or hotel packages-a phone call ensures you speak to an agent who can waive fees or find exceptions. Document the call, including the name of the representative and any reference number.
Best practices:
- Have the original booking reference number (PNR or confirmation) handy.
- Request a written confirmation or updated itinerary immediately after the change.
- Save all correspondence and receipts in the client’s file.
Step 5: Update Client and Internal Records
After the change is confirmed, send the client a new itinerary or booking confirmation. Highlight what changed and any new cancellation policies. Update your booking system or CRM to reflect the modification. If the change affects commission, notify your accounting team or adjust your records.
Checklist for final steps:
- Send the updated itinerary to the client via email.
- Note any expiration dates on the new booking.
- Add a reminder in your task list to follow up if the change involves a waitlist or pending inventory.
Common Pitfalls to Avoid
- Assuming flexibility: Never assume a supplier will waive fees. Always verify first.
- Incorrect computing fare differences: Double-check calculations, especially for airline reissues with multiple fare components.
- Overlooking group contract terms: Group bookings often require direct contact with the supplier; online changes may not apply.
- Failing to document approvals: Verbal “yes” from a client is insufficient. Always get written confirmation.
Staying Current with Regulations and Best Practices
Modification policies evolve. For example, the U.S. Department of Transportation requires airlines to disclose change fees clearly, but waivers during disruptions are common. Subscribe to supplier newsletters, attend webinars, and check industry resources like the American Society of Travel Advisors (ASTA) for updates. Always verify supplier terms and local rules directly, as this article provides general guidance and does not replace personalized legal or financial advice.
By following a structured, documented process, you can handle modifications efficiently, minimize client stress, and maintain professional credibility. Each change is an opportunity to demonstrate expertise and strengthen your client relationship.