AFTERSALES

The features included here allow everything from querying and modifying reservations to managing cancellations and rescheduling, ensuring that all customer needs can be met quickly and securely.

Api Services

Section	Description
Reservations	Lets users retrieve all information related to a reservation, provided a valid reservation ID is given. Includes updated reservation status and any post-sale management actions performed.
Cancellations	Allows the cancellation of an existing reservation.
Special-Requests	Enables the submission of optional requests based on available airline options. These requests are not mandatory and depend on the airline's allowances.
Changes	Facilitates checking whether changes to a reservation are permissible, viewing available options, requesting quotes, and paying for any differences via the API.
Major rescheduling	Handles checking and consulting alternatives for managing reprogramming, ensuring the efficient handling of major schedule adjustments.

Cancellations service

/Allowance– Allows you to understand which cancellation policies apply to the selected reservation.
/Quote – Allows you to obtain the cost of performing the cancellation.
/Cancel– Allows you to confirm the cancellation.

In the diagrams below, we will explain the different situations that may arise.

Cannot be canceled

This situation occurs when the product cannot be canceled because its usage dates have already passed, indicating it has been utilized. Some examples include: in hotels, when the checkout date has already passed; and in flights, when the reservation has already been used.

sequenceDiagram
        Actor Partner
        participant Allowance as /Allowance
        
    		Partner->>Allowance: product_id
        Allowance-->>Partner: 'allowance: dissallowance'

The cancellation is automatic

This process is triggered when the product can be canceled. The cancellation is executed automatically, and once the partner opts to cancel, the decision becomes final and cannot be reversed.

sequenceDiagram
    actor Partner as Partner
    participant Allowance as /Allowance
    participant Quote as /Quote
    participant Cancel as /Cancel

    Partner->>Allowance: product_id
    Allowance-->>Partner: 'allowance: allowance'<br>'allowance: unknown'
    Partner->>Quote: transaction_id
    Quote-->>Partner: price details<br> 'resolution: automatic'
    Partner->>Cancel: product_id  
    Cancel-->>Partner: 200 OK / product canceled
    Note right of Quote: Once cancelled, there is no return
    Note right of Partner: CAN-XXX

The cancellation is manual

This process takes place when the cancellation is handled manually and requires the involvement of an operator to be processed. When the manual quoting process starts, there are two possible outcomes:

Once the trigger reaches the partner, they accept the quote; consequently, the product is canceled.
Once the trigger reaches the partner, the partner does not respond to the quote; therefore, it is considered not accepted.

 sequenceDiagram

  actor Partner
  participant Allowance as /Allowance
  participant Quote as /Quote
  participant Cancel as /Cancel
  participant FlowInfo as FlowInfo
  participant CancelResponse as CancelResponse
  participant Agente as Agente    


  Partner->>Allowance: product_id
  Allowance-->>Partner: 'allowance: allowed'<br>'allowance: unknown'
  
  Partner->>Quote: transaction_id
  Quote-->>Partner: price details<br>'resolution: manual'
  
  Partner->>Cancel: product_id
  Cancel-->>Partner: can-xxx
  Note over Cancel: Wait  for response
  
  Cancel->>Agente: request quoting 

  
  alt Cancellation Confirmed
      Agente -->> Cancel: response quoting
      Cancel -->> Partner: Trigger: quoting finished
      Partner ->> FlowInfo: flowId + product_id | GET : Request the quote information
      FlowInfo -->> Partner: Response with the quote information 
      Partner ->> CancelResponse: flowId + product_id | PATCH: Accept / Reject quote 
      CancelResponse-->>Partner: Product status: Canceled/Rejected
  else No Response
      Agente -->> Cancel: response quoting
      Cancel -->> Partner: Trigger: quoting finished
      Agente-->>Partner: Product status: No response
      Note right of Partner: If no response is received, it will be<br>considered that the fee was not accepted
  end

Changes services

/Allowance– Allows you to understand which cancellation policies apply to the selected reservation.
/Alternatives– Request to obtain flight availability.

In the diagrams below, we will explain the different situations that may arise.

Cannot be modified

This situation arises when the product cannot be altered, often because the usage dates have already expired. Additionally, specific factors might prevent changes, such as the reservation still being in a pending state, the selected date being incompatible, airline restrictions that disallow modifications, or an ongoing process tied to the reservation that blocks any attempts to apply changes.

  sequenceDiagram
      Actor Partner
      participant Allowance as /Allowance
      
  		Partner->>Allowance: product_id
      Allowance-->>Partner: 'allowed: false'

Can be modified

sequenceDiagram
 Actor Partner
 participant Allowance as /Allowance
 participant Alternatives as /Alternatives
 participant Prebook as /Context_cration
 participant Book as /Context_book

 Partner->>Allowance: product_id
 Allowance-->>Partner: 'allowance: true'
 Partner->> Alternatives: transaction_id, departure_date, return_date
 Alternatives-->> Partner: array of alternatives
 Partner->>Prebook: itinerary_id 
 Prebook-->> Partner: context_id
 Partner->>Book: context_id, 'invoice_hint'
 Book-->>Partner: 200 OK / Product modified
 Note right of Partner: CF-XXX

Can be modified - Manual process

This requirement applies only when the partner does not allow us to process the change fee directly. For the majority of partners, this functionality is not enabled, and the Service Center handles the collection of the change fee during the phone interaction.

    sequenceDiagram
    Actor Partner
    Actor Agente
    participant PreBookCheckout as /PreBookCheckout
    participant BookCheckout as /BookCheckout

    Partner -->> Agente: Call to ask for a change 
    Agente -->> Partner: Trigger with the checkoutId
    Partner -->> PreBookCheckout: transaction_id + checkoutId
    PreBookCheckout -->> Partner: checkout_context_id + payment_methods
    Partner -->> BookCheckout: checkout_context_id
    BookCheckout -->> Partner: 200 OK / Product modified
     Note right of Partner: CF-XXX

Rescheduling

This service allows you to simulate a rescheduling push from an airline.

/rescheduling/mock: The system emulates an airline sending a schedule change. This service is only available in the sandbox environment (not in production). The response will be OK, confirming that the simulation was successfully received.
/Alternative – Once you have the RS code, this endpoint allows you to choose the desired alternative among the available rescheduling options.
/Accept – Once you have the alternative ID, this endpoint allows you to confirm and accept the selected rescheduling.

sequenceDiagram
  Actor Partner
  participant Mock as /rescheduling/mock
  participant Reservation as /reservation
  participant Alternative as /alternative
  participant Accept as /accept

  Partner->>Mock: Trigger mock rescheduling
  Mock-->>Partner: 200 OK (simulation received)

  Partner->>Reservation: Request affected reservation
  Reservation-->>Partner: RS-XXXX  

  Partner->>Alternative: RS-XXXX, request available options
  Alternative-->>Partner: List of alternatives + alternative_id

  Partner->>Accept: alternative_id (confirm selected option)
  Accept-->>Partner: 200 OK (rescheduling accepted)

  Note right of Partner: Rescheduling flow completed