Post-booking

Common post-booking questions about notifications, refunds, service requests, and urgent operations.

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Use this page for refund, schedule change, and operational follow-up questions.

Submit Service Requests through Eva in ATRIP.

Do we get notified about schedule changes?

Yes, but not always through a single channel. Airlines may notify the booking contact directly. Atlas webhook and incident flows should also be configured.

Does Atlas guarantee webhook delivery?

No. Webhook delivery is best effort.

Use airline emails, incident flows, and order queries for final confirmation.

How should post-booking operations be handled?

Use Atlas APIs and ATRIP based on the action:

refunds and cancellations
ancillary add-ons
service requests for changes
incident follow-up

Do you provide urgent post-sale support?

For urgent cases within 24 hours of departure, use the airline’s Manage My Booking flow where possible.

Where should we check refund and cancellation policy?

Always use the airline’s latest policy as the source of truth.

How long do refunds take?

Atlas usually submits refund requests to the airline within 4 hours. Final confirmation and fund return still depend on the airline.

After Atlas receives the funds, reconciliation and balance credit follow.

How does Atlas void handling work?

Use the dedicated void flow:

voidQuotation.do
void.do
queryVoidOrders.do

Request quotation first.

Then submit the void with the latest voidOfferId.

Track status until the case is closed.

See Void.

Does Atlas support partial void for some passengers?

No. Atlas accepts full-order void only.

Do not submit void for only some passengers.

What happens if we submit void after the deadline?

Atlas rejects the request in real time. Typical message:

Void deadline exceeded. This ticket can no longer be voided

If the void window has passed, re-check whether the case should move to refund.

Is void quotation required when the void fee is fixed?

Yes. voidQuotation.do is still required before void.do.

How fast can we get a void result?

In most cases, Atlas returns within about 5 minutes whether the void request was accepted for processing. Final completion or rejection can still take longer.

Use webhook for progress updates. Use void query for final reconciliation.

How should booking changes be requested?

Submit a Service Request through Eva in ATRIP for name correction, flight change, or similar post-booking action.

Are booking changes supported through API?

Not as a general self-service API flow. Use Eva in ATRIP to submit the Service Request.

How are involuntary changes handled?

For airline schedule changes or similar involuntary cases, use the refund flow in ATRIP. This is handled free of charge.

Can baggage or seat be added after ticketing?

Baggage may be added after ticketing when the airline and order support it. Seat selection after ticketing is not supported.

See Seats for the current seat-selection support scope.

What happens in case of booking or service failure?

If Atlas causes incorrect booking or ticketing, Atlas will compensate with a replacement ticket when applicable. Refund delays remain dependent on airline processing.

What support or training is provided for operations teams?

Atlas provides a go-live walkthrough after UAT completion. That includes ATRIP process guidance and follow-up Q&A.

How does refund handling differ by payment mode?

Deposit

Atlas tracks refunds initiated through Atlas
If the passenger or agency refunds directly with the airline, notify Atlas through ATRIP when required
Atlas credits your Atlas balance after airline funds are received

VCC

Refunded funds usually go back to the original VCC account. Do not use the ATRIP Agent and Passenger Initiated Refund flow for VCC refunds.

What refund initiation options are available in ATRIP?

Atlas-initiated refund

Use either:

the Refund button
a Cancel & Refund service request through Eva

Agency or passenger initiated refund