FAQs

Itinerary Changes by the airline (GDS Users) 

Your GDS records are your records. It is your responsibility to watch your queues for airline schedule changes and cancellations. When you see and accept an airline schedule change, please send it back to Air Agent for ticketing.  

  • queue the record back to Air Agent using these formats:
    Sabre – 6¤TA/M4TG      Amadeus – ES/GWAS1S2120-B 
  • Send an e-mail message to [email protected] and include the GDS locator (not the airline locator) and traveler’s name. We will process the exchange that same workday. 

Please See Fee Structures Here

Itinerary Changes or Cancellations by the traveler (GDS Users) 

Virtuoso Member agencies that create reservation records via Sabre or Amadeus GDS systems retain ownership of the record and can make changes to the flights within that PNR. 

  • While you retain control of the reservation record, the actual ticketing and refund processing must be done by Air Agent.  
  • Itinerary Changes – You may make the change in the PNR and queue the reservation back to us for the ticket exchange.  
  • queue the record back to Air Agent using these formats:
    Sabre – 6¤TA/M4TG      Amadeus – ES/GWAS1S2120-B 
  • Send an e-mail message to [email protected] and include the GDS locator (not the airline locator) and traveler’s name. We will process the exchange that same workday. Changes created after hours will be handled the following workday.  The Air Desk will apply the correct new airfare (voluntary change) or reuse the existing airfare (airline schedule change). If a change results in a credit for future use, we will send you information to keep on file to use the credit. Please note that it is your responsibility to keep that credit information available for future use. 
  • Refunds – Please queue the reservation back to the Air Desk for ticket refund BEFORE you cancel any flights. We will process the refund that workday and return the record to you. You may then cancel the refunded flights. 

In case you have a last-minute refund, please remember that the flight must be cancelled prior to departure time in order to preserve the ticket value for future use. In this situation only you may cancel the flight(s) before returning the record to us for exchange or refund. 

During Non-Business Hours – We offer an After-Hours Emergency Service option (see below). If you choose not to sign your agency up for this service, your transactions will be processed the next business day. 

Please See Fee Structures Here

Itinerary Changes by the airline (non-GDS users) 

Airline schedule changes on records made through the Air Agent Online Booking Tool come to us via our automated system. We will notify you via email when we see schedule changes. We approve flight schedule changes of an hour or less and will send that current information to you. For larger changes, your approval is needed. If you do not approve of the schedule change you will log into Air Agent Online Booking Tool to find alternate flights that are acceptable to your clients.  When you send that information back to us, we will change the reservation record for you and reticket as needed.  

Virtuoso Member agencies that create reservation records in our Air Desk reservations system may view the reservation records at any time through the Air Desk reservation program. Airline schedule changes are shown in the records. 

Please See Fee Structures Here

Itinerary Changes or Cancellations by the traveler (Non-GDS Users)  

The Air Agent Online Booking Tool creates reservation records in our booking system which cannot be changed by the Air Agent program once ticketed. You may use the tool to search for new flight schedules and availability, but the changes to the actual record must be made by our Air Desk. 

  • Itinerary Changes – To change a reservation record, please send an e-mail message to [email protected] and include the record locator and traveler’s name along with the desired new itinerary.  We will update the flights and exchange that same workday. Changes created after hours will be handled the following workday.  The Air Agent will apply the correct new airfare (voluntary change). If a change results in a credit for future use, we will send you information to keep on file to use the credit. Please note that it is your responsibility to keep that credit information available for future use. You will be able to view the changed record in the Air Agent Online Booking Tool. 
  • Refunds – Please send an e-mail message to [email protected] and include the record locator and traveler’s name. The Air Desk will process the refund and cancel the air space in the record that same workday. You will be able to view the cancelled record in the Air Agent system. 

During Non-Business Hours – Your transactions will be processed the next business day. For Emergencies We offer an After-Hours Emergency Service option (see below).  

Please See Fee Structures Here

VOIDS

The Air Desk will void tickets on request without charge within 24 hours of issue. Please note:  Exchange ticket transactions can only be voided on the day of issue. 

After Hours Emergency Service (Optional available at time to agency registration)  
  • Refer to your confirmation for your individual after-hours code and 800 number. Note: all calls are billed to the Member Home Agency at $40 per call. 

All Air Agent transactions must be initiated by the Virtuoso Member Agencies.  Air Agent staff will not speak directly to your customers and will refer any direct customer calls back to you. 

Please See Fee Structures Here

Debit Memos: 

All airline issued debit memos will be reviewed by Air Agent. No penalties for incorrect ticketing will ever be assessed to the Virtuoso Member. Only memos that correctly recall commission allowed by the airlines’ international air contract will be assessed to the Virtuoso Member based on our commission split.