Refund, Query & Post-booking Errors

Common errors for refund quotation, refund submission, refund query, order query, and post-booking ancillaries.

Use this page when issues happen after ticketing.

Refund quotation and submission

801 Order does not exist

The order number is wrong.

Action

• Check the original ticket order number

809 Order not ticketed

Refund was requested before ticketing completed.

Action

• Wait until ticketing finishes

• Retry refund later

811 Completed itineraries are not entered

The refund request does not include the required full itinerary.

Typical causes

• Missing one segment of a connection

• Partial refund on a round trip that must be handled together

• Sector already flown

Action

• Submit the full required itinerary

• Contact the airline or Atlas for partially flown cases

814 Refund submission is in progress

A previous refund submission is still processing.

Action

• Wait before retrying

816 / 817 / 818 Refund already submitted

A matching refund or claim already exists.

Action

• Do not resubmit

• Query refund status instead

Query order

703 No order found

The lookup parameters do not match an existing order.

Action

• Re-check orderNo, airlinePNR, and carrier values

705 Timeout

The order retrieval request timed out.

Action

• Retry after a short wait

Post-booking ancillaries

117 Order is not in ticketed status

Ancillary search was attempted too early.

Action

• Wait until the original order is ticketed

118 Ancillary not supported for this airline

Atlas cannot support this ancillary flow for the airline.

Action

• Check direct airline flow or open a service request

502 Price changed during ancillary order

Ancillary price changed after search.

Action

• Search ancillary options again

504 / 505 Additional baggage not allowed

The baggage was already added in the booking flow or in a previous post-booking order.

Action

• Do not submit duplicate baggage orders

Related pages

• Refunds

• Post-booking Operations

• Post-ticketing Ancillaries

• Order Maintenance