Post-booking operations
Void, exchange, re-issue, and refund of issued flight tickets — how to request them from the FX-Port team today.
This page covers flight tickets only. For hotels, transfers, eSIMs, and our other products, post-booking operations — cancellation, refund where the rate allows, and booking updates — are fully supported through the API and the dashboard. Only issued flight tickets still require a human in the loop, because airlines and GDSs gate those authorisations.
Post-booking operations on issued tickets are not yet self-serve. Void, exchange, re-issue, and refund on paid/issued bookings currently require manual processing by the FX-Port team. This is not a slow email queue: every booking has a Request support action in the dashboard, and our team answers around the clock. See Support and turnaround below.
Current status
| Operation | Availability today |
|---|---|
| Cancel a held (unpaid) reservation | ✅ Self-serve via cancel_order — releases the PNR, no refund |
| Void an issued ticket (same-day) | ✉️ Manual — email the FX-Port team |
| Exchange / re-issue | ✉️ Manual — email the FX-Port team |
| Refund an issued ticket | ✉️ Manual — email the FX-Port team |
There is no self-serve refund for issued (booked & paid) tickets, and refund eligibility is not guaranteed — it varies by airline, fare rules, and supplier. Do not build a customer-facing flow that promises automated refunds.
Support and turnaround
Manual does not mean slow. Post-booking requests are handled by a dedicated team you can reach directly, not by an anonymous ticket portal:
- Multiple channels — in-dashboard Request support on every booking, email [email protected], plus a direct messaging channel and phone contact agreed with your account manager at onboarding.
- Around the clock — coverage runs 24/7, including weekends and holidays, because disruptions do not keep office hours.
- A named contact — integrated partners get a dedicated account and technical contact who already knows your setup, so you never re-explain your integration.
- Fast by design — urgent cases such as same-day voids and irregular-operations rebookings are prioritised and actioned immediately on receipt, well inside airline deadlines.
This is deliberately different from providers where post-booking means a web form and a multi-day wait. If a request is ever not moving fast enough, escalate on the same thread — it reaches the people who can act.
How to request a post-booking operation
Use any support channel:
- Open the booking confirmation page in the FX-Port dashboard and select Request support.
- Email [email protected].
- Message your dedicated channel or account contact for anything time-critical.
Include:
- The order ID (
booking.reference) — preferred, or the internal booking id (UUID) - The PNR (for cross-reference)
- The operation you need: void, exchange/re-issue, or refund
- For exchanges: the new dates / itinerary requested
- Any airline reference or context
The team will confirm eligibility, quote any fees, and process the operation manually.
Other products: already fully self-serve
Flight tickets are the exception, not the rule. Across the rest of the platform, post-booking is already available end to end:
| Product | Post-booking today |
|---|---|
| Hotels | ✅ Cancellation and refund handling per the rate's cancellation policy, plus booking retrieval and voucher re-issue |
| Transfers | ✅ Cancellation and booking updates |
| eSIMs | ✅ Top-ups, usage and status retrieval |
| Flights (held, unpaid) | ✅ Self-serve cancellation via cancel_order |
| Flights (issued) | ✉️ Assisted — void, exchange, refund via the support channels above |
What's coming
Closing this gap is a priority, and work is actively underway. FX-Port is building self-serve post-booking endpoints for flights and enabling them per supplier as airline and GDS authorisations are granted — each new authorisation moves another slice of the table above from ✉️ to ✅. Releases are documented here and announced by email to API consumers. Because these are significant additions, richer post-booking capabilities may ship under a new API version so your current integration is never broken.
Have a priority use case? Submit it from the booking confirmation page or email [email protected] — partner demand directly shapes which suppliers we unlock first.