This page offers crucial operational details and best practices for working with each airline. It includes important information on unique behaviors, specific requirements, and any known limitations to help ensure smooth and successful transactions.
The following content is subject to change by each airline. Please always confirm with the airline before applying in production.
Void & Refund Time#
All (except the airlines listed below)VOID: Same-day cancellation (POS based)
Refund: After the same day (POS based)
SQ: Even if the booking is created and cancelled on the same day, VOID is not allowed if the NDC booking was modified via another channel. (Even if you revert the change, once the booking has lost the VOID capability, VOID remains unavailable even when OrderReshopRS shows a full refundable amount / OrderCancel may return an error.)
VOID/Refund not supported
VOID: Same-day cancellation (GMT/UTC ~23:59)
Refund: After the same day (GMT/UTC)
VOID: Within 24 hours after ticketing
VOID: Same-day cancellation (POS based)
Refund (no penalty): Within 24 hours after ticketing (POS based)
Refund (penalty applies): After 24 hours (POS based)
Cases where NDC VOID/Refund is NOT allowed:Partially used ticket, reissued ticket, involuntary refund after OCN, or region-specific refund restrictions.Detailed conditions: when all ticket coupon statuses are not I or AL & NZ origin itineraries.
If a refund is not allowed under these conditions, Hub returns the following error in OrderCancelRS:50261 — “The KE Order has not been canceled, please proceed with the manual refund process.”
If a refund is not allowed, manual refund is required:Operator manually validates the penalty amount in OrderReshopRS.If valid, process refund via SPRK.
If issues, process manual refund via BSP Link.
Waiver for change/refund fees & ops request process:Ops request: register via KE board for real-time handling (detailed process to be announced).
VOID: By GMT ~22:45 (07:45 KST)
Refund (POS KR only-no penalty): From after the VOID cut-off ~ within 24 hours after ticketing
Refund (POS KR only-penalty applies): After 24 hours
Errors may occur if attempting VOID within the allowable time window (higher likelihood within 6 hours after ticketing).
When attempting a refund, the same errors that occur during a VOID can also occur; handle them in the same way."ERROR AT END OF TRANSACTION TIME: NEED TICKETING ARRANGEMENT, NEED NAME, NEED ITINERARY, NEED TELEPHONE"
"ERROR AT END OF TRANSACTION TIME: SIMULTANEOUS CHANGES TO PNR - USE WRA/RT TO PRINT OR IGNOR"
In the OrderCancel response, the above errors can appear, but the ticket is actually VOIDed and the PNR will be cancelled after some time.PNR cancellation may take more than 24 hours (no issue report needed).
If billing occurs due to missing ticket VOID or PNR cancel, distinguish based on whether booking cancellation was confirmed within 24 hours after ticketing:1.
Cancellation confirmed → proceed RA refund via BSPlink.
2.
Cancellation not confirmed → request penalty waiver from Finnair Korea (korea@finnair.com) (Required info: PNR, BSP billing history, logs). To check if VOID/Cancel completed normally, contact via: Penalty-free refund within 24 hours after ticketing (if departure ≥7 days) is waived for the following:Entirely unused, Korea-origin itinerary, agency-issued.
Before departure (no-show excluded).
Note) OB fee is not auto-refunded by system; process manually.
VOID: Same-day cancellation (POS based)*However, if 18 hours from the ticketing is sooner, then 18 hours from the ticketing is VOID window.
Refund: After the VOID window
Change, VOID & Refund Policy for Ancillary#
Change#
LH, LX(LH), OS(LH), SQ, TR, TK
AY: Only via the airline portal
HA, KE: Repurchase after cancel (Only up to 48 hours before departure)
VOID & Refund#
LH, LX(LH), OS(LH): must be done via the airline portal (not supported by PolarHub)
HA, KE: Only up to 48 hours before departure
Ticket & EMD simultaneous VOIDAF, AY, HA, KE, KL, LH, LX(LH), OS(LH)
HA, KE: Only up to 48 hours before departure
LH, LX(LH), OS(LH): If a booking created via NDC is refunded via NDC, the ancillary is refunded together as well. (Refund is temporarily possible until this issue is fixed.)
AY: (e.g.) Fully Flex class refund via BSP, refund possible
OCN ActionType, Context#
1.
Schedule change - flight number change
2.
Schedule change - flight retimed
4.
Changes to booked services
5.
Passenger name change (name, PTC, DOB)
6.
Passenger contact change (SSR CTCM/CTCE/CTCR)
7.
Flight Cancelled outside itinerary change situation
8.
Flight canceled due to TTL
9.
Voluntary changes to flights done by Airline
AA, EK, HA, KE, LH, LX(LH), OS(LH)
Case 1 ActionType = ASC & Context = 1
Case 2 ActionType = ASC & Context = 2
Case 3 ActionType = ASC & Context = 3
Case 4 ActionType = ASC & Context = 4
ActionType = ASC & Context = 5
ActionType = ASC & Context = 9
ActionType = ASC & Context = Null
Limitation#
Itinerary Change#
AY: When upgrading seats on partial segments during itinerary change, all seats are upgraded (NDC issue)HA: Refund case not supported when itinerary change occurs (= cannot change to an itinerary with a lower fare → not displayed during search)
| Ticketing Status | Trip Type | Section | OnD | Date | OnD & Date |
|---|
| Before Ticketing | - | - | ❌ | ❌ | ❌ |
| After Ticketing | OW | ALL | 🟢 | 🟢 | 🟢 |
| RT | ALL | 🟢 | 🟢 | 🟢 |
| RT | Partial | 🟢 | 🟢 | 🟢 |
| MT | ALL | 🟢 | 🟢 | 🟢 |
| MT | Partial | 🟢 | 🟢 | 🟢 |
| Ticketing Status | Trip Type | Section | OnD | Date | OnD & Date |
|---|
| Before Ticketing | - | - | ❌ | ❌ | ❌ |
| After Ticketing | OW | ALL | 🟢 | 🟢 | 🟢 |
| RT | ALL | 🟢 | 🟢 | 🟢 |
| RT | Partial | 🟢 | 🟢 | 🟢 |
| MT | ALL | 🟢 | 🟢 | 🟢 |
| MT | Partial | 🟢 | 🟢 | 🟢 |
| Ticketing Status | Trip Type | Section | OnD | Date | OnD & Date |
|---|
| Before Ticketing | OW | ALL | ❌ | ❌ | ❌ |
| RT | ALL | ❌ | ❌ | ❌ |
| Partial | 🟢 | 🟢 | 🟢 |
| MT | ALL | ❌ | ❌ | ❌ |
| Partial | ❌ | ❌ | ❌ |
| After Ticketing | OW | ALL | 🟢 | 🟢 | 🟢 |
| RT | ALL | 🟢 | 🟢 | 🟢 |
| Partial | 🟢 | 🟢 | 🟢 |
| MT | ALL | 🟢 | 🟢 | 🟢 |
| Partial | 🟢 | 🟢 | 🟢 |
| Ticketing Status | Trip Type | Section | OnD | Date | OnD & Date |
|---|
| Before Ticketing | OW | ALL | 🟢 | 🟢 | 🟢 |
| RT | ALL | 🟢 | 🟢 | 🟢 |
| Partial | 🟢 | 🟢 | 🟢 |
| MT | ALL | 🟢 | 🟢 | 🟢 |
| Partial | 🟢 | 🟢 | 🟢 |
| After Ticketing | OW | ALL | 🟢 | 🟢 | 🟢 |
| RT | ALL | 🟢 | 🟢 | 🟢 |
| Partial | 🟢 | 🟢 | 🟢 |
| MT | ALL | 🟢 | 🟢 | 🟢 |
| Partial | 🟢 | 🟢 | 🟢 |
Ancillary & Itinerary Change#
| Ticketing Status | Trip Type | Section | OnD | Date | OnD & Date |
|---|
| Before Ticketing | OW | ALL | ❌ | ❌ | ❌ |
| RT | ALL | ❌ | ❌ | ❌ |
| Partial | 🟢 | 🟢 | 🟢 |
| MT | ALL | ❌ | ❌ | ❌ |
| Partial | ❌ | ❌ | ❌ |
| After Ticketing | OW | ALL | 🟢 | 🟢 | 🟢 |
| RT | ALL | 🟢 | 🟢 | 🟢 |
| Partial | 🟢 | 🟢 | 🟢 |
| MT | ALL | 🟢 | 🟢 | 🟢 |
| Partial | 🟢 | 🟢 | 🟢 |
ChangeGivenName: AF, HA, KE, KL(Held booking only)
Surname: AF, HA(Held booking only), KE(Held booking only), KL
AF, KL: PTC-matching Title required Special Note#
ALLIf infant fare is 0, ticket may not be issued
Payment status (Successful) + Order Status (OK) determine completion
per passenger required (ticketing error if missing): AY
Mandatory for U.S. routes: AF, KL
Optional, but if provided → residence info also mandatory: BA
When entering DOCS, Nationality required (error if missing): HA, KE
DOCA/DOCS - Not mandatory in NDC, but recommended: AY, HA, KE
LX, OS also provided via LH API
First SEG airline (Ticketing Carrier) = issuing carrier Ticketing for young Adult (12–15 yrs), DOB required at search even with adult
International Flight: Under 15 cannot book without adult
AF domestic: Under 12 cannot book without adult
Reservation will fail with CHD PTC if CHD’s age becomes ADT age during the flight.
If INF’s age becomes CHD during the flight, booking must be made with CHD PTC.
ScootPlus (Premium Econ): 30kg baggage + meal included → must add via ServiceList
Economy (Fly, JED only): 20kg baggage + meal included → must add via ServiceListIf missed, auto-assign every 3 hours OR can also add via TR Agency Hub
It is not possible to change itinerary or ancillary services.
Mandatory data at the time of bookingContactInfo(Phone,PostAddress)Only PostalAddress/CountryCode needs to be set.
Available values for ContactTypeText: INF contact information must not be set.
Extend Reserve TL feature has been added.After OrderCreate: TL is 15 minutes
After Extend Reserve TL: TL extends until roughly 3 weeks before departure
Ancillary service change/refundCannot be changed or refunded separatelyMust be processed through the Sales Office
Orders including paid ancillary services cannot be refunded
PNR split before ticketingExtend Reserve TL is mandatory
Splitting is possible with at least one passenger (INF must be split together with the associated ADT)
