Short answer: After-sale requests on a flight fall into four types: void, refund, change and cancellation of a held booking. Which one applies, and what it costs, depends on the ticket status and the fare rules. On a B2B platform, the agency sends the request and receives a quote. On QuickOTA, you request changes, cancellations and refunds from your panel and see the quote before you accept.
This guide is for travel agents who sell flights through a B2B platform and want to handle after-sale requests without losing margin. It explains each request type, how fare rules decide the cost, and a simple process to follow with every customer.
Key takeaways
- A void cancels a ticket shortly after issue, usually within a short window set by the airline or market.
- A refund returns money for an unused ticket, minus any penalties in the fare rules.
- A change (reissue) moves the ticket to a new date or flight, usually with a fee plus any fare difference.
- A held booking that is not yet ticketed can normally be cancelled without a ticket penalty.
- Always read the fare rules before you sell, and quote your customer only after you see the supplier's quote.
What is the difference between void, refund, change and cancellation?
These four terms describe different actions on a flight booking. A void cancels a newly issued ticket within a short window. A refund returns money for an unused ticket under the fare rules. A change, or reissue, replaces the ticket with a new date or flight. A cancellation of a held booking releases a reservation that was never ticketed.
| Request | Ticket status | What happens | Typical cost |
|---|---|---|---|
| Cancel held booking | Not ticketed (PNR only) | Reservation is released | Usually no ticket penalty |
| Void | Ticketed, within the void window | Ticket is cancelled as if never issued | A void fee may apply; no airline refund penalty |
| Refund | Ticketed, unused, after the void window | Money returned under fare rules | Airline penalty + any service fee |
| Change / reissue | Ticketed | New ticket for a new date or flight | Change fee + fare difference + any service fee |
The void window is set by airline and market rules and is often very short, so act quickly if a customer changes their mind straight after ticketing.
What are fare rules and why do they matter?
Fare rules are the conditions attached to a fare. They set whether the ticket can be changed or refunded, the penalties for doing so, baggage allowance and other limits. Fare rules decide the cost of every after-sale request, so reading them before you sell is the most important step in protecting your margin.
Fare rule items to check before you sell
- [ ] Is the fare refundable? Is there a penalty?
- [ ] Is a date change allowed? What is the fee?
- [ ] Are name changes allowed? (Usually not.)
- [ ] What happens if the traveller misses the flight (no-show)?
- [ ] Baggage allowance
Tell your customer the main conditions in writing at the time of sale. This avoids most disputes later.
How much does a flight change or refund cost?
The cost of a flight change or refund is made up of the airline penalty from the fare rules, any fare difference for a change, and the supplier's service fee for handling it. Some fares are non-refundable, so the refund may cover only taxes, or nothing. The quote from your supplier shows the full amount.
Illustrative example: date change (hypothetical numbers)
| Line | Amount |
|---|---|
| Airline change fee (from fare rules) | USD 50 |
| Fare difference to the new date | USD 30 |
| Supplier change service fee | USD 10 |
| Total change cost | USD 90 |
| Your handling fee to the customer (your choice) | USD 15 |
| Price to your customer | USD 105 |
On QuickOTA, flight service fees are itemised by type, including issue, change date, cancellation and void, and are shown before you book and in your booking details.
How do you request a change or refund on a B2B platform?
On most B2B platforms, the agency opens the booking, chooses the request type and submits it. The supplier checks the fare rules and airline conditions, then sends a quote. The agency accepts or declines. Once accepted, the supplier processes the change or refund and updates the booking.
- Open the booking in your panel.
- Choose the request: change, cancellation or refund.
- Receive the quote with penalties and fees.
- Check with your customer and agree the price.
- Accept the quote. The request is processed and the booking is updated.
Because airlines and suppliers must confirm each request, ticketed changes and refunds are rarely instant. Set your customer's expectations at step 4.
What about airline schedule changes?
Airlines sometimes change flight times or cancel flights after a ticket is issued. This is a schedule change. Depending on how big the change is, the traveller may be entitled to accept the new time, move to another flight or request a refund under the airline's policy. The agency should contact the traveller as soon as it is notified.
On QuickOTA, you receive schedule-change notifications for your bookings, so you can contact your traveller quickly.
Common mistakes with changes and refunds
- Selling without reading fare rules. The most common cause of lost margin.
- Missing the void window. A request a few hours late can turn a cheap void into an expensive refund.
- Quoting the customer before the supplier. Always wait for the supplier's quote first.
- Promising instant refunds. Ticketed refunds take time because the airline must process them.
- Not charging for your work. Handling a change takes your time. A clear handling fee is normal.
- Keeping requests in chat apps. Use the booking record so the history stays with the PNR.
How QuickOTA handles changes, cancellations and refunds
QuickOTA is a SaaS B2B travel platform by InnoFirm Sdn. Bhd. (Kuala Lumpur, Malaysia). Travel agencies use one free panel to search, book and ticket flights, with hotels, tours, visas and group requests being added in stages.
- Fare rules are shown before you book.
- Itemised service fees by type (issue, change date, cancellation, void), shown before you book and in your booking details.
- Request changes, cancellations and refunds from your panel. You see the quote before you accept. Ticketed requests are handled by the QuickOTA team, so they are not instant.
- Approved refunds are credited back to your QuickOTA wallet, ready for your next booking.
- Held bookings can be cancelled from the panel before ticketing.
- Schedule-change notifications for your bookings.
- No IATA needed. QuickOTA issues the ticket.
B2B Panel access is free and there is no setup fee.
FAQs
What is a void on an airline ticket?
A void cancels a ticket shortly after it is issued, within a window set by airline and market rules. The ticket is treated as if it was never issued, so airline refund penalties do not apply, although a void fee may.
Can a non-refundable ticket be refunded?
Usually not in full. Some non-refundable fares allow a refund of certain taxes; others allow nothing. The fare rules decide. Check them before you sell, and ask your supplier for a quote if your customer wants to cancel.
How long does a flight refund take?
It depends on the airline and the payment route. Ticketed refunds are not instant because the airline must process them. Tell your customer it may take time and avoid promising a date you do not control.
Can I change a flight date on QuickOTA?
Yes, you can request a date change from your panel. You receive a quote with the change fee and any fare difference, and you decide whether to accept it. The QuickOTA team then processes the change.
Does QuickOTA charge a fee for changes and cancellations?
Service fees for flights are itemised by type, including change date, cancellation and void. They are shown before you book and in your booking details, so you know the cost before you sell.
