Airline Operational Notes

💡

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)

BA, AS

VOID: Within 24 hours after ticketing

Refund: After 24 hours

AF, KL

VOID: Same-day cancellation (POS based)

Refund (no penalty): Within 24 hours after ticketing (POS based)

Refund (penalty applies): After 24 hours (POS based)

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.

Errors:

"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:

Cancellation confirmed → proceed RA refund via BSPlink.

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:

Finnair Agent Support chatbot, Email korea@finnair.com, Phone 00308640115

Penalty-free refund within 24 hours after ticketing (if departure ≥7 days) is waived for the following:

Eligible:

Finnair ticket (105~).

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

Not allowed

LH, LX(LH), OS(LH), SQ, TR, TK

Allowed

AY: Only via the airline portal

VOID & Refund

Allowed

EMD standalone VOID

LH, LX(LH), OS(LH): must be done via the airline portal (not supported by PolarHub)

Ticket & EMD simultaneous VOID

AF, AY, KL, LH, LX(LH), OS(LH), AS

Refund

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.)

Partially allowed

AY: (e.g.) Fully Flex class refund via BSP, refund possible

Not allowed

VOID & Refund

SQ, TR

Refund only

AF, AY, KL, TK

OCN ActionType, Context

Case

Schedule change - flight number change

Schedule change - flight retimed

Flight cancelled

Changes to booked services

Passenger name change (name, PTC, DOB)

Passenger contact change (SSR CTCM/CTCE/CTCR)

Flight Cancelled outside itinerary change situation

Flight canceled due to TTL

Voluntary changes to flights done by Airline

10.

No-show

11.

etc.

OCN Details by Airline Case

AA, EK, LH, LX(LH), OS(LH)

AY, QR, SQ

AF, KL

Case 1 ActionType = ASC & Context = 1

Case 2 ActionType = ASC & Context = 2

Case 3 ActionType = ASC & Context = 3

Case 4 ActionType = ASC & Context = 4

Case 11

ActionType = ASC & Context = 5

ActionType = ASC & Context = 9

ActionType = ASC & Context = Null

ActionType ≠ ASC

Limitation

Itinerary Change

📌

AY: When upgrading seats on partial segments during itinerary change, all seats are upgraded (NDC issue)

🟢: Supported

❌: Not supported

Ticketing Status	Trip Type	Section	OnD	Date	OnD & Date
Before Ticketing	-	-	❌	❌	❌
After Ticketing	OW	ALL	🟢	🟢	🟢
	RT	ALL	🟢	🟢	🟢
	RT	Partial	🟢	🟢	🟢
	MT	ALL	🟢	🟢	🟢
	MT	Partial	🟢	🟢	🟢

AF, KL

Ticketing Status	Trip Type	Section	OnD	Date	OnD & Date
Before Ticketing	OW	ALL	❌	❌	❌
	RT	ALL	❌	❌	❌
	RT	Partial	🟢	🟢	🟢
	MT	ALL	❌	❌	❌
	MT	Partial	❌	❌	❌
After Ticketing	OW	ALL	🟢	🟢	🟢
	RT	ALL	🟢	🟢	🟢
	RT	Partial	🟢	🟢	🟢
	MT	ALL	🟢	🟢	🟢
	MT	Partial	🟢	🟢	🟢

AY, SQ

Ticketing Status	Trip Type	Section	OnD	Date	OnD & Date
Before Ticketing	OW	ALL	🟢	🟢	🟢
	RT	ALL	🟢	🟢	🟢
	RT	Partial	🟢	🟢	🟢
	MT	ALL	🟢	🟢	🟢
	MT	Partial	🟢	🟢	🟢
After Ticketing	OW	ALL	🟢	🟢	🟢
	RT	ALL	🟢	🟢	🟢
	RT	Partial	🟢	🟢	🟢
	MT	ALL	🟢	🟢	🟢
	MT	Partial	🟢	🟢	🟢

Ancillary & Itinerary Change

AF, KL

Ticketing Status	Trip Type	Section	OnD	Date	OnD & Date
Before Ticketing	OW	ALL	❌	❌	❌
	RT	ALL	❌	❌	❌
	RT	Partial	🟢	🟢	🟢
	MT	ALL	❌	❌	❌
	MT	Partial	❌	❌	❌
After Ticketing	OW	ALL	🟢	🟢	🟢
	RT	ALL	🟢	🟢	🟢
	RT	Partial	🟢	🟢	🟢
	MT	ALL	🟢	🟢	🟢
	MT	Partial	🟢	🟢	🟢

Change Information

💡

Operation Code — Declare the intent of the request in OrderChangeRQ/Query/ReasonCode.
When the code is set, PolarHub determines the operation from the code alone, so PaxList and
ContactInfoList may both be populated without changing the result and no airline-specific
branching is needed on the caller side.

UPDATE_* requires two sets — the current value and the new one — paired by reference.
Contacts, identity documents and loyalty accounts are arrays whose individual entries carry no
identifier, so the value itself is the only way to point at the entry being changed.

Request rules and examples: Airline Integration Guide > Information Change Rules

Category	Change	Add	Delete
Individual	`UPDATE_PAX`	N/A	N/A
CTCM, CTCE	`UPDATE_CONTACT`	`ADD_CONTACT`	`DELETE_CONTACT`
APIS (DOCS, DOCA, DOCO, FOID)	`UPDATE_APIS`	`ADD_APIS`	`DELETE_APIS`
FFN	`UPDATE_FFN`	`ADD_FFN`	`DELETE_FFN`

The APIS codes cover DOCS, DOCA, DOCO and FOID, but only DOCS is supported today.
DOCA (destination address) is out of scope, and DOCO/FOID have not been verified.

The tables below describe what each airline supports — PolarHub does not enforce them.

PolarHub validates the shape of the request only. A combination an airline cannot perform is passed
through and rejected by the airline, so you receive the airline's own reason.

Two consequences worth planning for:

An operation missing from these tables is not blocked. It will reach the airline and most likely fail there.

Some airlines return 00000 for a request they did not apply. Confirm the outcome with
OrderRetrieve rather than the response code. Known cases are listed in the Note tab.

Individual

CTCM, CTCE

APIS, FFN, etc.

Note

Change — UPDATE_PAX

GivenName: AF, KL

Surname: AF, KL

Title: AF, KL

AF, KL: PTC-matching Title required

ADT: MR ↔ MRS

CHD/INF: MSTR ↔ MISS

Corporate name: AF, KL

If employee of an AFKL partner company, full name change allowed

Condition: AFKL operating or marketing flight number

Add

N/A

Delete

N/A

Baggage Allowance

💡

PolarHub returns baggage values exactly as the airline provides them. No summing, splitting, or unit
recalculation is applied. Because the meaning of a value differs by airline, read the tables below before
displaying baggage information to travellers.

Do not multiply or divide MaximumWeightAllowance by PieceAllowance.
PieceAllowance: 2 with MaximumWeightAllowance: 18 KG may mean two bags of 18 kg each or
two bags totalling 18 kg, depending on the airline.

Checked Baggage

For every airline, MaximumWeightAllowance is the maximum weight per piece.

Example — PieceAllowance: 2, MaximumWeightAllowance: 32 KG means two bags, each up to 32 kg.

Carry-on Baggage — weight basis

Airline	`MaximumWeightAllowance`	Notes
AF, KL	Combined total	Total allowance for all cabin baggage including the personal item.
TR	Combined total	10 kg (Economy) / 15 kg (ScootPlus) for all cabin baggage combined.
LH	Per piece	Maximum weight of a single bag.
TK	Per piece	Maximum weight of a single bag.

Carry-on Baggage — piece count

PolarHub returns the airline's own count for the standard carry-on entry. Multiple entries in the
airline response are not added together.

Airline	`PieceAllowance`	Notes
AA	Includes the personal item	`2` normally means one cabin bag plus one personal item, not two cabin bags.
BA	Cabin bag only	The personal item (briefcase, laptop or handbag) is counted separately and is not included.
AF, KL, LH, EK, TK	Cabin bag only	Personal items are not included.
AS	Fixed at 1	The airline does not return baggage data; a policy value is used.
TR	Policy value	The airline does not return baggage data in NDC.

Dimensions

Field	Meaning
`DimensionAllowance.Length` / `.Width` / `.Height`	Maximum size of a single side.
`DimensionAllowance.Linear`	Maximum sum of all three sides.

Minimum sizes are not returned. Only maximum values are provided.
Fields are omitted when the airline does not provide them, so the set of dimension fields differs by airline.

Descriptions

Desc carries the airline's own wording. PolarHub does not generate description text, so the presence,
language and level of detail vary by airline.

Not returned

Extra baggage (sports equipment, strollers, and similar). Only the free standard allowance is returned.

Minimum dimensions.

When a fare does not include free checked baggage, BaggageAllowances is returned as [].

Real-time data

AirShoppingRS, OfferPriceRS and OrderViewRS each use the baggage data of that response.

Airline	Exception
AS	Only `OfferPriceRS` uses real-time data. Other messages use a policy value.
TR	All messages use a policy value; the airline does not return baggage data in NDC.

Special Note

Ticketing

Train, Bus Schedule

Currency

Upsell

PNR Split

OCN Accept

ALL

If infant fare is 0, ticket may not be issued

No Tickets (PNR only)

Payment status (Successful) + Order Status (OK) determine completion

Information

CTCM, CTCE

per passenger required (ticketing error if missing): AY

only one passenger per PNR required : AS

Passport

Mandatory for U.S. routes: AF, KL

Optional, but if provided → residence info also mandatory: BA

When entering DOCS, Nationality & ResidenceCountryCode both required : AS

DOCA/DOCS - Not mandatory in NDC, but recommended: AY

Card Payment Info

Payer’s billing address, Payer’s surname and given name, Payer’s phone number required : AS

Other

LX(LH), OS(LH)

LX, OS also provided via LH API

First SEG airline (Ticketing Carrier) = issuing carrier

LH:220 / LX:724 / OS:257

Ticketing for young Adult (12–15 yrs), DOB required at search even with adult

Extra baggage can be purchased only once per passenger, per journey

ServiceListRS returns sellable offers only

If no sellable offer is available, ServiceListRS returns an error

AF, KL

International Flight: Under 15 cannot book without adult

AF domestic: Under 12 cannot book without adult

ScootPlus (Premium Econ): 30kg baggage + meal included → must add via ServiceList

Economy (Fly, JED only): 20kg baggage + meal included → must add via ServiceList

If missed, auto-assign every 3 hours OR can also add via TR Agency Hub

Interline

It is not possible to change itinerary or ancillary services.

Mandatory data at the time of booking

ContactInfo(Phone,PostAddress)

Only PostalAddress/CountryCode(Country code of the contact person) needs to be set.

Available values for ContactTypeText:

Mobile Phone : M

E-mail address : E

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/refund

Cannot be changed or refunded separately

Must be processed through the Sales Office

Orders including paid ancillary services cannot be refunded

Supported PTCs

ADT, CHD, INS (INF not supported)

TicketInfo not returned immediately after ticket issuance

TicketInfo is not provided at the moment of ticket issuance.

It becomes available only after performing OrderRetrieve a few seconds later.

Held booking functionality

This feature is available only to Travel Management Companies (TMCs) handling business trips.

Change/Refund penalty

Both minimum and maximum penalty amounts are provided (AmountApplication = MIN / MAX) → shown as a min ~ max range

Actual charged amount may fall outside the min ~ max range due to currency-exchange differences

Confirmed (final) amount can be obtained via OrderReshop

Airline Operational Notes

Void & Refund Time#

Change, VOID & Refund Policy for Ancillary#

Change#

VOID & Refund#

OCN ActionType, Context#

Limitation#

Itinerary Change#

Ancillary & Itinerary Change#

Change Information#

Baggage Allowance#

Checked Baggage#

Carry-on Baggage — weight basis#

Carry-on Baggage — piece count#

Dimensions#

Descriptions#

Not returned#

Real-time data#

Special Note#

Void & Refund Time

Change, VOID & Refund Policy for Ancillary

Change

VOID & Refund

OCN ActionType, Context

Limitation

Itinerary Change

Ancillary & Itinerary Change

Change Information

Baggage Allowance

Checked Baggage

Carry-on Baggage — weight basis

Carry-on Baggage — piece count

Dimensions

Descriptions

Not returned

Real-time data

Special Note