Explore · area summary
44 cards in the blueprint's section Change and cancellation: 29 are in Lean, 6 are open questions and 13 need a business decision.
The number of times a card here uses a card in that area.
The number of times a card in that area uses a card here.
Each with the number of cards that depend on it, directly or through other cards, most first. Click one to see what it depends on and what builds on it.
Value stored as an order item can only be used in a later change to the same order.
Open point: the source does not cover using part of the stored value, or when it expires.
22 cards depend on it, directly or through other cards, in 6 areas.
Services kept through a change move to the new item with the same service ID, and the originals are marked TRANSFERRED. Delivered services move too, so that the order stays balanced.
Open point: the source does not define what keeps an order balanced.
16 cards depend on it, directly or through other cards, in 5 areas.
A cancellation that asks to respend (RespendInd true) triggers no refund. The item stays ACTIVE at its full price, its services become CANCELLED with delivery status REMOVED HOLD VALUE, the differential is typed Reusable with zero amounts, and the order stays OPENED. The exact amount is computed later, at a refund request or a reshop. Case to check: In EXM_ORD_030E the customer paid 1,000 and holds an ACTIVE item at 1,000. If the airline recomputes the value lower at reuse, nothing in the source protects the 1,000.
Open point: The source sets no floor, ceiling or time limit on the amount computed later. The business must decide whether the customer is owed at least what a refund would have paid on the day of cancellation, and when the held value lapses.
3 cards depend on it, directly or through other cards, in 1 area.
For every change or cancellation offer, the amount due to the airline minus the amount due by the airline equals the new price minus the old price, plus penalties, plus forfeited amounts. Netting of penalties or taxes changes how this net is split between the two due amounts and never changes the net. In EXM_ORD_003C, 900 minus 1,000 plus a 40 penalty plus 120 forfeited gives 60 due to the airline. Case to check: The sample change record on the Modification of an Order page shows a Refund with old and new prices of zero and 100 due by the airline, in currency XSD against prices in USD; no penalty or forfeit explains it. A Reusable cancellation (EXM_ORD_030E) shows every amount as zero, so the identity holds only if the value kept on the cancelled item counts as the new price.
Counterexample: a paid order at 1,000.00 cancelled with a request to keep the value for later use is typed Reusable with both amounts zero, where the formula gives 1,000.00 due by the airline (Lean example respendCancellation, after EXM_ORD_030E). Under the reading that waives a penalty above the refundable value, a cancellation of 1,000.00 with 20.00 forfeited and a 1,000.00 penalty has nothing due, where the formula gives 20.00 due to the airline (penaltyAboveRefund).
Open point: The equation holds in all eleven worked examples that settle money, but the guide never states it, and C-18 leaves the sign and the penalty term open. The business must adopt this formula, or another one, as the definition of the amount owed on a change.
1 card depends on it, directly or through other cards, in 1 area.
Cancelling a whole order cancels every service and settles any refundable amount. The customer cannot keep residual value in the order for a later reshop. Case to check: If a full cancellation must close the order, 030C conflicts with C-07, because its value store service still holds value and keeps the order OPENED.
Open point: The ORDCA2 guidance states this, but worked example EXM_ORD_030C cancels a whole order through the full cancellation request and keeps the full 1,000 as a Value Store order item, leaving the order OPENED. The business must decide whether a full cancellation may end in a value store or a reusable amount.
1 card depends on it, directly or through other cards, in 1 area.
Money the airline owes after a change or cancellation is settled as a refund (by default to the original form of payment), a Value Store order item, a reusable amount held on the cancelled item, or value on an open accountable document. Non-refundable parts, such as a non-refundable tax, are recorded as forfeited. Case to check: In EXM_ORD_003D and 003E the refund offer and the value store offer are both worth 150. Nothing in the source stops a 150 refund offer alongside a 120 value store offer.
Open point: The sources differ on who picks the form. The change page has the airline choose between refund and value store, the cancellation page lets the seller request respend, and EXM_ORD_003D and 003E show the airline offering both while the seller accepts one. The business must decide who chooses, and whether a value store must equal the refund it replaces.
1 card depends on it, directly or through other cards, in 1 area.
A service transferred to a new item holds value only in the new item. The original copy, with status TRANSFERRED, holds no value, so its old item can be CANCELLED. Case to check: In EXM_ORD_003B after the change, ORDITM01 is CANCELLED while six of its services show TRANSFERRED with READY TO PROCEED. The same six service IDs appear in ORDITM02_NEW as READY TO PROCEED, so their value is counted twice.
Counterexample: a paid return trip changed to keep the outbound flight leaves the original item with the outbound service TRANSFERRED and READY TO PROCEED. Under both readings the original item is ACTIVE, and the outbound service holds value in both items (Lean example changeKeepingOutbound).
Open point: In the worked examples the original copy keeps delivery status READY TO PROCEED while its item is CANCELLED. C-05 judges value by delivery status alone, under which the cancelled item still holds value and meets the ACTIVE condition of C-06. The business must decide whether the TRANSFERRED status overrides the delivery status.
1 card depends on it, directly or through other cards, in 1 area.
A cancellation offer never makes the amount due by the airline larger than the payments received for the order.
Counterexample: an order at 1,000.00 with 300.00 received is cancelled through an offer priced from the order's price, with 1,000.00 due by the airline (Lean example partlyPaidCancellation).
Open point: the business must decide whether the refundable amount is capped at the payments received, and which route applies when some items are paid and others are not.
No card depends on it yet.
On a cancellation whose forfeited amount is part of the old price, the amount due to the airline is no larger than the amount due by the airline, under both readings of a penalty above the refundable value.
Counterexample: a paid order at 1,000.00 with 20.00 forfeited, cancelled with a netted penalty of 1,000.00, leaves 20.00 due to the airline under the reading that collects the whole penalty (Lean example penaltyAboveRefund).
Open point: under the other reading the guarantee holds, but the due amounts no longer net to the formula of C-82. The business must decide whether a penalty is capped at the refundable value or the excess is collected.
No card depends on it yet.
A seller may accept a change offer and pay later. Until payment, the new item's services are CONFIRMED with a payment time limit, and the old item stays ACTIVE with its replaced services CANCELLED and in REMOVED HOLD VALUE. Payment moves the new services to READY TO PROCEED and the old item to CANCELLED. Case to check: In EXM_ORD_003C the change is accepted late on 18 May 2023 with payment due by 16:00 UTC on 19 May. If the 60.00 is never paid, neither item gives the customer a flight.
Open point: The source does not say what happens if the payment time limit passes. The business must decide whether the old services return to READY TO PROCEED, or the customer is left with an unpaid new item and cancelled old services.
No card depends on it yet.
A change goes through an offer when it replaces, adds or cancels items of an order with any payment, removes a passenger, or changes a name. Other passenger details, sharing preferences, cancelling an unpaid order and accepting a follow-up action are made directly; they keep the passenger ID and have no payment step.
Open point: The direct path has no price, yet the sample change record on the Modification of an Order page pairs an Accept follow-up action with 100 due by the airline. The business must decide whether a direct change can create an amount owed and, if so, how it is priced.
No card depends on it yet.
Cancelling a whole order produces the same refundable amounts and penalties as cancelling each of its items under the same rules. Case to check: An order has two items and a cancellation fee of 50 per transaction. Cancelling the order costs 50; cancelling the items one at a time costs 100.
Open point: ORDCA2 says the calculation mechanisms are identical but does not say the totals must match. The business must decide whether order-level fees apply once per transaction or once per item, and whether item-by-item cancellation may keep reusable value that a full cancellation may not.
No card depends on it yet.
A name change or correction is made by accepting a name change offer, free or paid. It adds a name change order item priced at the fee, whose service is DELIVERED at once; it overwrites all name elements of the same passenger and leaves the flight items and their services unchanged. Birthdate, gender, birthplace and additional names cannot be changed this way. Case to check: In the paid name change example the fee item ORDITM02 is CLOSED at 100 and the flight item ORDITM01 is unchanged. A full cancellation the next day would refund the flight item under its own rules and keep the 100.
Open point: The source does not separate correcting a name from handing the booking to another person. It also does not say whether a paid name change fee is refunded if the order is later cancelled; because its service is DELIVERED, the existing rule forbids cancelling it.
No card depends on it yet.
At every point in an order's life, payments minus refunds equal the prices of its live order items plus all recorded penalties plus all recorded forfeited amounts. Value store and reusable items count as live at their price. In EXM_ORD_030B, 1,000 paid minus 930 refunded equals a 50 penalty plus 20 forfeited. Case to check: In EXM_ORD_003C after acceptance and before payment, the old item is still ACTIVE at 1,000 and the new item is ACTIVE at 900 with 1,000 paid, so the equation fails until the old item stops counting. In the Modification of an Order illustration, payments total 3,100 while the new item shows a price of 3,000 against a quoted new price of 3,100.
Counterexample: a paid trip at 1,000.00 changed to a trip at 900.00 that keeps the outbound flight, with a 40.00 penalty and 120.00 forfeited, leaves 1,060.00 paid against 1,900.00 of live items plus 160.00 recorded, because the original item still holds value. The same change keeping nothing balances (Lean example changeBalance).
Open point: The ORDPEN and ORDFOR guidance requires that sellers can reconcile all order values against payments and refunds but gives no equation, and C-19 leaves balance undefined. The business must choose the equation and say how an accepted but unpaid change enters it.
No card depends on it yet.
Under every reading of the guide, an order cancelled at once has every item CANCELLED and is CLOSED.
Counterexample: an unpaid trip whose inbound flight is still REQUESTED from the airline is cancelled at once. The outbound service is removed, but the delivery status table has no move from REQUESTED to REMOVED, so the inbound service stays REQUESTED and its item is not cancelled (Lean example unpaidCancellationWhileRequested). A service UNABLE TO DELIVER, such as one on a flight the airline cancelled, stays too.
Open point: the business must decide whether a REQUESTED or UNABLE TO DELIVER service can be cancelled, and to which delivery status; the question belongs to the table of moves between delivery statuses.
No card depends on it yet.
When one order item covers several passengers, removing a passenger deletes the whole item and lists the other passengers' services to retain. The retained services move to a new item, which is repriced. Case to check: Two passengers share one item priced 1,000 under a companion fare. Removing one reprices the other at a 900 single fare, so the leaving passenger is refunded 100 where an even split gives 500.
Open point: The source does not say whether the retained services keep their share of the original price or are repriced at current fares, or how a penalty is assigned when one passenger leaves. The same page also classes cancelling services inside an item as a change of order, yet uses that method for passenger removal under cancellation.
No card depends on it yet.
A value store is held by the airline for the payer of the transactions that created it.
Open point: The source does not say whose value it is when several payers or payment methods paid the original item, or when the payer is not the passenger. The business must decide who may use, move or reclaim it.
No card depends on it yet.
The total drawn from any stored value, whether a Value Store item, a reusable item or an open accountable document, never exceeds its value across all orders. Value moved to a new order leaves the order it came from. Case to check: A seller reallocates 500 from an open ticket to a new order through OrderCreate, then quotes a change on the original order naming the same ticket. Nothing in the source marks the 500 as spent.
Open point: The Value Store page lets value on an open document be reallocated to a new order or within the changed order, recalculated on reuse, but states no rule against using it twice. The business must decide how stored value is tracked and when it is used up, including the partial use that C-20 leaves open.
No card depends on it yet.
A Value Store order item carries its own cancel and change restrictions with start and end dates. In EXM_ORD_030C the 1,000 value store may be cancelled at no fee for one year and used in a change for two years, and cancelling is not allowed after the first year. Case to check: A customer who holds the 030C value store for 25 months can neither cancel nor use it, yet the order stays OPENED with a service that still holds value under C-05.
Open point: The source does not say what the customer receives on cancelling a value store, or what happens to unused value when the change window closes: refund, forfeit or a voucher. C-20 leaves expiry open; these windows supply the dates but not the outcome.
No card depends on it yet.
An open guarantee fails under some reading of the sources. For these, Lean proves a version under one reading, named
with _of_. The model leaves the choice of reading to the business.
Open point: under the other reading the guarantee holds, but the due amounts no longer net to the formula of C-82. The business must decide whether a penalty is capped at the refundable value or the excess is collected.
Lean proves the guarantee for one reading of the sources. If the business settles the question this way, it holds for every input:
Under the reading that waives a penalty above the refundable value, a cancellation never leaves the customer owing the airline money.
Proven as cancel_not_owing_of_waive; open as cancel_not_owing.
The requirements whose rules or guarantees are on this area's cards. Each opens its chapter in the review document.
| ID | Requirement | Rule | Acceptance criteria |
|---|---|---|---|
| ONE-201 | Price differential of a change | When the airline prices a change or cancellation of order items, the system shall state the amount due to the airline, the amount due by the airline and a type code that names the outcome. | 4 proven · 1 open |
| ONE-202 | Amounts due to and by the airline | When a change or cancellation carries a penalty, the system shall either net the penalty against the price difference or charge it separately. | 3 proven · 1 open |
| ONE-203 | Cancelling an order | When a seller asks to cancel an order, the system shall cancel it at once if no payment has been received for it, and otherwise only through a cancellation offer. | 3 proven · 2 open |
| ONE-204 | Changing an order item | When a seller has accepted and paid a change to an order item, the system shall add a new item with the services the change keeps and cancel the services it does not keep. | 4 proven · 1 open |
| ONE-205 | Money recorded on an order | When a seller settles a change or cancellation offer, the system shall record on the order what the customer paid, what the airline returned, the penalty and the forfeited amount. | 2 proven · 1 open |
The capabilities of IATA's Airline Retailing Maturity Index that this area's candidate cards belong to. The codes and names are IATA's.
ORDCAN Cancel OrderItem12 cards here. Show every card with ORDCAN · IATA's pageORDRSH Seller-Initiated Change to an Order Requiring a Reshop10 cards here. Show every card with ORDRSH · IATA's pageORDCA2 Cancel Full Order8 cards here. Show every card with ORDCA2 · IATA's pageORDPEN Seller-initiated Change/Cancel to an Order with penalties applied8 cards here. Show every card with ORDPEN · IATA's pageORDREU Cancellation of Order Item(s) resulting in Reusable Amount7 cards here. Show every card with ORDREU · IATA's pageORDFOR Seller-initiated Change/Cancel to an Order with forfeited amounts6 cards here. Show every card with ORDFOR · IATA's pageORDNAM Names Changes/Corrections Through Reshopping2 cards here. Show every card with ORDNAM · IATA's pagePAYREF Refund Amount for Any Change to an Order2 cards here. Show every card with PAYREF · IATA's pageORDPAX Seller-Initiated Change to an Order Not Requiring Reshop1 card here. Show every card with ORDPAX · IATA's pagePAYORD Pay for an Existing Unpaid Order or Order Items1 card here. Show every card with PAYORD · IATA's pagePAYSUM Payment Transaction Summary1 card here. Show every card with PAYSUM · IATA's page