Introduction:
Flight changes can happen unexpectedly — from weather disruptions to operational issues. But what if your client’s ticket is rigid (non-flexible or non-refundable)? As a travel agent, it’s important to know how to navigate rerouting challenges without causing financial or emotional strain for your clients.
- Understand What a “Rigid Ticket” Means
Explain what rigid or non-flexible tickets are — usually cheaper fares with restrictions such as:
No date or route changes allowed
Non-refundable once issued
Limited or no waiver options
Understanding the ticket type helps set clear expectations before rerouting becomes necessary.
- Communicate Early With the Airline
When rerouting arises (due to cancellations, overbooking, or missed connections):
Contact the airline’s helpdesk or agency support line immediately.
Provide PNR, ticket number, and reason for rerouting.
Request waivers or involuntary reroute if the cause is airline-initiated.
Pro tip: Airlines often allow free changes in cases of operational disruptions — even for rigid fares.
- Explore Waiver and Involuntary Reroute Options
Involuntary rerouting applies when the airline causes the schedule change.
Agents can rebook on another flight or even another airline (interline agreements) with no extra cost.
Keep records of communication for accountability.
- Negotiate Smartly on Behalf of Your Client
As an agent, your professional rapport with airline representatives matters.
Be polite but firm.
Explain the passenger’s situation clearly.
Request “Authority to Reissue” or “Manual Revalidation” for rigid fares when justified.
- Offer Practical Alternatives
If rerouting is unavoidable and not covered:
Compare minimal fare differences.
Suggest alternate airports or flight dates.
Assist in filing refund requests or travel vouchers if applicable.
This keeps your client informed and reassured that you’re providing solutions.
- Keep Clients Informed at Every Step
Transparency builds trust. Let your clients know:
The airline’s policy
Possible outcomes (rerouting, refund, partial credit)
Estimated processing time
- Prevent Future Stress: Educate Clients on Flexible Fare Options
Use this as a teaching opportunity. Recommend:
Semi-flexible or flexible tickets for frequent travelers
Travel insurance with “trip interruption” coverage
Early bookings for better fare flexibility
Conclusion:
Rigid tickets may seem limiting, but with the right knowledge, timing, and communication, rerouting issues can be resolved smoothly. As a travel agent, your expertise and quick action can turn a stressful flight change into a seamless travel experience.
