NDC Servicing Workflow Checklist

Use this checklist to plan post-booking servicing for NDC orders.

1. Supported Actions
- Confirm which actions are in scope: cancel, refund, exchange, reprice, add ancillaries, change seats, split passenger, and handle schedule changes.
- Define which actions customers can perform directly and which require agent assistance.
- Document airline-specific restrictions and manual fallback paths.

2. Order State
- Track airline order ID, booking reference, ticket numbers, payment state, refund state, and passenger-level status.
- Store enough context to compare current order state with airline responses.
- Preserve audit history for every servicing attempt.

3. Pricing and Penalties
- Validate reprice behavior before confirming a change.
- Display penalties, fare difference, taxes, residual value, and refund amount clearly.
- Confirm payment collection or refund initiation before finalizing the flow.

4. Failure Handling
- Make all servicing requests traceable and idempotent.
- Provide recovery steps for partial changes, payment failures, timeout responses, and airline-side pending states.
- Alert operations when customer-visible order state and airline state diverge.

5. Launch Checks
- Test each action with single passenger, multi-passenger, one-way, round-trip, ancillary, and disrupted order cases.
- Train support teams on order inspection and recovery tooling.
- Monitor servicing success rate, manual intervention rate, refund delays, and customer contacts.