Agent Services

Flight time change is usually notified through your system, or if booked via the Internet, by email.  Please notify your passengers as soon as possible.

New times are not convenient

If the new time is not convenient for your passenger, follow these steps:

• If we have alternative BD flights later or earlier that are more convenient to the passenger/s, they can be changed Free of Charge – class for class or cabin for cabin within 1 month of the original travel date. Within 3 months of travel date class for class FOC but any upgrades must be paid for (we do not charge the change fee). The tickets will then need to be revalidated or reissued (this depends on the destination).
• Once the passenger has agreed and confirmed the change, we do not allow them to keep making further changes free of charge.  Any further changes are charged as normal with the original ticket rules applying.
• Any upgrade or change fee is charged unless there are further schedule changes made to the booking.
• If nothing is suitable or convenient, then the passenger is entitled to a full refund.

Re-issued tickets

Please note: Tickets that have been exchanged are audited as all other tickets. The following exemptions apply:

• Involuntary re-routing
  ‘invol reroute’ plus details of original flight must be annotated in the endorsement box.
• Schedule changes
  ‘schedule change’ plus details of original flight must be annotated in the endorsement box (this includes re-accomodation of cancelled flights/routes)
• Additional payment collected on MCO/MPD
  Details of the MCO/MPD must be shown in the ‘form of payment’ field.

Additional collections when re-issuing tickets

When collecting additional monies from a passenger, always reissue the ticket. If you are collecting both an upgrade fee and a change fee these can be collected on the reissued ticket, (change fees are shown as YR tax) the two amounts may be collected on one single MCO/MPD which is used as the 'exchange' document when reissuing.

Alternatively, you may use one MCO/MPD for the change fee and another for the upgrade amount. This would mean that you have two 'exchange' documents when reissuing.

If a ticket has been exchanged due to one of the above, the relevant information must be included. If it is not, the ticket will be audited as normal and an ADM issued.

If the routing is more complex e.g. a codeshare or a transfer is involved, you require more information or assistance other than the schedule change, call the Travel agent help desk at 1-800-788-0555 for assistance.

Note: for any redemption bookings please contact diamond club direct.