Post-booking

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

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

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 should booking changes be requested?

Create a Service Request 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 a Service Request in ATRIP for change handling.

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?

Yes, when the airline and order support it. Use the post-ticketing ancillary flow for supported cases.

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

Agency or passenger initiated refund

Use either:

• an Agency & Passenger Initiated Refund service request

• batch upload in the refund module

How should refund follow-up be handled?

Wait at least 21 days after refund submission before follow-up. Then use the existing service request, or create a new refund follow-up request in ATRIP.

Related pages

• Refunds

• Post-booking Overview

• Webhook Overview