Overview
The need for manual booking confirmation in Customer Care arises depending on the components of an itinerary and its confirmation process. A common scenario is for "on request" offers from external suppliers that can only be confirmed offline through an independent process (like email or phone). This process may take some time before the confirmation of booking or cancellation is obtained. This feature is required when the availability and booking confirmation comes from the supplier.
While the feature Confirm Booking Manually applies to the first itinerary booking and the feature Confirm Booking Change Manually applies to itinerary post-booking, the underlying logic is the same. Thus, this article applies to both cases.
Steps to Confirm Booking Manually
Navigate to the Customer Care section
Select the desired itinerary requiring manual booking confirmation
Ensure the itinerary status is flagged as Action Required
Click on the Actions button
Select the Confirm Booking Manually option
Important: Before confirming manually, verify the affected component status with the supplier or marketplace operator. Confirming without checking the external status can create inconsistencies if a booking or booking change has failed outside TripBuilder.
A pop-up titled "Confirm Booking Manually" will appear
Note:
Manual booking confirmation applies to the complete itinerary. As indicated in the appearing pop-up, "Confirm the booking offline once all components are available and the booking is ready to be completed"
Tick the option Confirm On Request components sources externally
Press Confirm
The itinerary status will now change to Confirmed by Supplier
Steps to Confirm Booking Change Manually
Although closely aligned with the procedure for manual booking confirmation, the process for manual booking change confirmation varies slightly:
Navigate to the Customer Care section
Select the desired itinerary requiring manual booking confirmation
Click on the Actions button
Select the Initiate Booking Change option
Modify the itinerary on Planner
Note: Route-related changes made in Planner, such as adding stops, adding/removing nights, or modifying connections, recalculate dates for subsequent stops and transit legs. Verify that transport legs and connection stops appear in forward itinerary order before completing the booking change.
Once modifications are finalised, return to the Cockpit
Click the Actions button again
Note:Two similar commands will be visible in the Actions menu:
Complete Booking Change
Complete Booking Change Manually
While the first option will execute bookings or cancellations in external systems, the second option will not, updating only the itinerary's status.
Example use cases where a Complete Booking Change Manually action applies:Adding a new stop
Adding/removing nights in a stop with nothing booked; these changes can shift downstream route dates and may require reviewing scheduled transfers, flights, or other timed components before completing the manual booking change
Changing the pax info
Changing the itinerary name
Adjusting ad-hoc components
Important: Use Complete Booking Change Manually only after the supplier-side status is known. This action does not execute bookings or cancellations in external systems; it updates the itinerary status in TripBuilder.
Select the Complete Booking Change Manually option
A pop-up titled Complete Booking Changes Manually will appear
If required, select and adjust pricing information
Click OK
Note: When using this action, component changes will not be cancelled or booked in external systems, even if they appear as confirmed in TripBuilder.
After a few moments, the itinerary status will update to Change Completed
Action Traceability
Confirming a booking change manually ensures that TripBuilder saves the previous version of the itinerary. This is recorded on our "Order History" page, in the "All Checkouts" section, on a row with a "Light" scope indicator representing a manual confirmation.