This knowledge base article is an operational guide for customer service and operations teams on how to prevent double bookings when dealing with failed or problematic booking statuses.
STOP! RED FLAGS - Manual Verification Required NOW
Action Required Itinerary Status and OPEN Component Status
What it means: One or more components on the itinerary FAILED to book or booking status is unknown of the component (Check service and price list and review services for a 'Open' component status)
Action required: Check directly with supplier OR marketplace operator BEFORE proceeding
DO NOT proceed without verification - 'Action Required' itinerary status and 'Open' component statuses are red flags.
CHANGE INITIATED Status (after booking change completion attempt)
What it means: Booking change encountered issues - one or more components may have booked, cancelled and/or failed/unknown status
Action required: Verify with suppliers what actually happened BEFORE taking any action
DO NOT assume anything worked or failed
These are also found by filtering on "Action Required" on the itinerary search in Customer Care - this filter shows itineraries in status 'action required' or 'change initiated' requiring manual intervention.
CANCELLATION IN PROGRESS Status
What it means: Cancellation request failed - component may still be booked with supplier
Action required: Verify cancellation status directly with supplier before assuming it's cancelled. We have no reset/retry feature for full cancellations as we have on a booking/booking change. Raise a support ticket for this scenario.
DO NOT proceed without confirming cancellation
MANDATORY CHECKS Before Taking Any Action
1. Check Order History & Booking History
Review what actually happened in the booking process
Look for confirmation numbers or failure messages
Understand which components succeeded vs failed
2. Check Email Notifications
Ensure email notifications are enabled (via support team if you're not sure)
Review any booking failure emails received
Email subjects to look for: "Booking Failed" (initial bookings) and "Cancellation Failed" (cancellations)
Don't rely only on in-app messages
Email Notifications vs Customer Care Banners:
Failure to book during initial booking → Email notification sent to warn of component failures
Failure to book during booking change → Customer Care banner ONLY (no email - easy to miss!)
Failure to cancel during booking change → Email notification sent
Failure to cancel during cancellation → Email notification sent
3. Read ALL Customer Care Warnings
Pay attention to inline warning banners
These messages contain critical information about risks
Never skip or ignore warning messages
4. Contact Support When Unsure
If you're not 100% certain about component status
Better to ask than create expensive duplicate bookings
Support can verify supplier booking status
Key Actions
SAFER: Use "RETRY"
ONLY after completing all manual checks above
Only attempts failed components
Protects existing successful bookings
Still requires verification FIRST
DANGEROUS: Use "DISCARD"
ONLY after manual supplier verification (This applies to booking change failures specifically)
Can lead to duplicate bookings if misused
Must confirm failures offline first
High risk of costly errors
When Retry Fails & You're Stuck
If retry doesn't work and component statuses are misaligned:
STOP - Do not attempt multiple retries
Contact Support immediately with itinerary ID and component details
Document what you've tried and current status
Wait for Support guidance before taking further action
REMEMBER
Manual Processing and Change Initiated = STOP and VERIFY
When in doubt, check it out - Contact support rather than risk costly double bookings