Flight schedule change and cancellation management
This article describes the possible flight change use cases and their impact on ordering.
The flight leg and the related customer orders are bounded by a coordinated process management.
The flight change impacts on slot process are described in the article: Slot process & Prior Permission Request for FBO
Flight change prior to service supply request to a Vendor based into arrival or departure airport.
Prior to service request submission to a Vendor, the Customer trip project is not opened for collaboration with partners and the Aircraft operator remains free to modify locally any flight parameter: airports, date UTC ETD / ETA even for past events, PAX/CREW, flight type and mission.
Flight change with ETD or ETA UTC hours rescheduling without movement date modification.
The impact on ongoing ordering process in this use case is strongly reduced, to prevent from order cancellation for very light schedule changes (for example minutes adjustment after a flight plan filing or light postponement due to corresponding airport schedule constraints).
Flight rescheduling by the customer is authorized only if the initial schedule is ahead, UTC ETA is a future event.
Whatever the order status, all orders or requests for quotation are maintained without change.
The Vendor is notified by email about the flight schedule change and decides on how to manually manage the order:
For orders with status “Awaiting Quote” and “Awaiting Customer Validation” the Vendor could edit the offer content and resubmit for customer acceptance (customer payment commitment has not been engaged yet). He could simply cancel his initial offer proposal.
For orders with status “Order delivery in progress” and payment status “Requires confirmation” or “Requires capture” the Vendor could cancel the order delivery. If the Vendor wants to maintain, but adjust the final invoice, with order “delivered” status, the “Modify invoice” and “Extend Invoice” functions become available.
For orders with status “Order delivery in progress” and payment status “Processing” or “Succeeded” the Vendor cannot cancel the order any longer. The customer could CLAIM the order for refund and the refund then could be handled by the Vendor.
Orders with status “Delivered” whatever the payment status cannot be cancelled any longer. The customer could CLAIM refund only after payment debit. That could be an extremely rare case as services are not delivered before the movement day.
Flight change with movement date rescheduling.
Flight rescheduling by the customer is authorized only if the initial schedule is ahead, movement date is a future event.
The Vendor is notified by email about the customer flight schedule change.
The related order management is linked to the order status:
Orders with status “Awaiting Quote” and “Awaiting Customer Validation” are maintained without change. The Vendor could edit the offer content and resubmit for customer acceptance (customer payment commitment has not been engaged yet). He could simply cancel his initial offer proposal.
Orders with status “Order delivery in progress” and payment status “Requires confirmation” or “Requires capture” are automatically cancelled. The “Cancellation policy” process opens for the Vendor, suggesting to apply or do not apply cancellation fees. The Vendor could submit a “CUSTOM QUOTE” to answer the new customer flight request. Otherwise, the customer must raise a new order.
With order status “Order delivery in progress” and payment status “Processing” or “Succeeded” the Vendor cannot cancel the order any longer. The customer could CLAIM the order for refund and the refund then could be handled by the Vendor.
Orders with status “Delivered” whatever the payment status cannot be cancelled any longer. The customer could CLAIM refund only after payment debit. That could be an extremely rare case as services are not delivered before the movement day.
Flight leg cancellation and trip cancellation
Flight cancellation by the customer is authorized only if the initial schedule is ahead, movement date UTC is a future event.
The Flight is deleted from the Flights dashboard.
In the Orders dashboard, all relates orders are identified by “Flight Cancelled”.
Flight and order cancellation emails are distributed to the Vendor and Customer users.
All orders without payment are cancelled. The related order status management:
Orders with status “Awaiting Quote” and “Awaiting Customer Validation” are automatically cancelled.
Orders with status “Order delivery in progress” and payment status “Requires confirmation” or “Requires capture” are automatically cancelled. The “Cancellation policy” process opens for the Vendor, suggesting to apply or do not apply cancellation fees.
Orders with status “Order delivery in progress” and payment status “Processing” or “Succeeded” cannot be cancelled any longer by the Vendor. The customer could CLAIM the order for refund and the refund then could be handled by the Vendor.
Orders with status “Delivered” whatever the payment status cannot be cancelled any longer. The customer could CLAIM refund only after payment debit. That could be an extremely rare case as services are not delivered before the movement day.
In a nutshell:
On going quotations are only cancelled if flight cancelled.
Engaged orders with pending payment are only maintained in the case of UTC hour change.
All orders that have been paid are maintained (payment processing or succeeded) as must go through CLAIM for refund, simple cancellation is no longer possible.
All orders with status “delivered” have been already implemented and cannot be simply cancelled as must go through CLAIM for refund.
Flight leg details change, passengers and crew number, flight type or mission.
The timeline and leg details are up to date.
Whatever the order status, all orders or requests for quotation are maintained without change.
The Vendor is notified by email about the flight change and decides on how to manually manage the orders (refer to use case of flight schedule UTC hour change)