This is a listing of all the scenarios that restrict cancel and change from being allowed for travel itineraries. There are itinerary level restrictions and segment level restrictions. The itinerary level restrictions do verify the segment level restrictions.

Change Types

Change 1
Change 1 keeps the existing PNRs. This is an in-place modification of an existing process and existing PNRs. There can be removal of PNRs or additional PNRs added to the itinerary based on adding/removing segments from different providers that result in either a new provider being added or all segments in an itinerary for a particular provider being removed. But this is all maintained within a single process and from our perspective and the users perspective they are modifying an existing itinerary.
Change 2
Change 2 is a total cancel and creation of a new process. Due to limitations on our side, we cannot handle changing an air segment through the change 1 flow where the destination changes. In this case the user is pushed down the change 2 path. The existing process/itinerary that the user has selected will be completely canceled along with all PNRs in the itinerary. A new process and itinerary will be created for the expected resulting itinerary. First the new process is created and then the old one is canceled. This results in two processes in the upcoming reservations, one of which is canceled.

Restrictions

Itinerary Level Change Restrictions

Display config restricts changes and the itinerary is not on hold.
Multiple passengers
Itinerary contains both air and rail
Contains offline rail segments
Itinerary state is pending
Configuration states that the location of the booking is in a restricted country
Contains unconfirmed or waitlisted segments. (Includes action required itineraries)
Air segment is on request
Itinerary is on hold and the auto cancel date has passed
Itinerary is multicity (multiple hotels, multiple cars, open jaw flight/rail, or flight/rail with 2 segments whose first origin and second destination are not the same)
Any of the booking providers is a webfare provider
Itinerary contains rail and has more than 1 passenger
Itinerary contains DER provider plus 2 or more other providers
Itinerary contains 2 or more providers and does not contain a rail segment or a hotel segment from DER
Itinerary contains limo
None of the individual segments are changeable - see segment specific type restrictions
The first segment is an air segment and it is within the display config change allowable change window.
Itinerary currently contains both car and hotel (otherwise you would be able to add either car or hotel as a change)

Itinerary Level Cancel Restrictions

Itinerary contains both air and rail
Contains offline rail segments
Air segment is on request
Itinerary state is pending
Itinerary is on hold and the trip is in the past (should never get to this state)
Display config restricts cancels and the itinerary is not on hold.
Itinerary is an offline booking and is multicity (multiple hotels, multiple cars, open jaw flight/rail, or flight/rail with 2 segments whose first origin and second destination are not the same)
Booked providers do not support cancel
Any of the individual segments are not cancellable - see segment specific type restrictions

Air Change Restrictions

Display config restricts changes and the itinerary is not on hold.
Configuration states that the location of the booking is in a restricted country
The first segment is within the display config change allowable change window.
The purchased carrier is an instant purchase carrier
Booked by a webfare provider
The purchase carrier does not support interactive etickets (eg. southwest)
There are multiple travelers for the flight.
The ticket is a paper ticket
The ticket on the PNR does not match the itinerary (different carriers, flight number, origin or destination)
The ticket is a multiple carrier ticket
Display config has limit online cancel turned off and there are multiple tickets
Display config has limit online cancel turned off and the ticket has no value after cancellation
Display config has limit online cancel turned off and the ticket on the PNR does not match the itinerary (different fare basis codes, carriers, flight number, origin or destination)
Display config has limit online cancel turned off and the ticket has tickets that are not open.
Display config has limit online cancel turned off and the name on the ticket does not match the traveler
Display config has limit online cancel turned off and the ticket is a multiple carrier ticket
Display config has limit online cancel turned off and the ticket is not a domestic ticket
All flights are confirmed status (HK)

Air Cancel Restrictions

Display config restricts cancels and the itinerary is not on hold.
The purchased carrier is an instant purchase carrier
Booked by a webfare provider
The first segment is within the display config change allowable change window.
The purchase carrier does not support interactive etickets (eg. southwest)
There are multiple travelers for the flight.
The ticket is a paper ticket
The ticket on the PNR does not match the itinerary (different carriers, flight number, origin or destination)
The ticket is a multiple carrier ticket
Display config has limit online cancel turned off and there are multiple tickets
Display config has limit online cancel turned off and the ticket has no value after cancellation
Display config has limit online cancel turned off and the ticket on the PNR does not match the itinerary (different fare basis codes, carriers, flight number, origin or destination)
Display config has limit online cancel turned off and the ticket has tickets that are not open.
Display config has limit online cancel turned off and the name on the ticket does not match the traveler
Display config has limit online cancel turned off and the ticket is a multiple carrier ticket
Display config has limit online cancel turned off and the ticket is not a domestic ticket
All flights are confirmed status (HK)

Rail Change Restrictions

Display config restricts changes and the itinerary is not on hold.
Rail is disabled
Rail change is not supported by the booking provider (Silver rail supports change)
The rail segment is a passive rail segment.

Rail Cancel Restrictions

Display config restricts cancels and the itinerary is not on hold.
Rail is disabled
Rail cancel is not supported by the booking provider (Silver rail supports cancel)
The rail segment is not confirmed

Hotel Change Restrictions

Display config restricts changes and the itinerary is not on hold.
Check-in time is in the past
Display config does not allow changing a hotel with penalties and there is a cancellation fee for the hotel

Hotel Cancel Restrictions

Display config restricts cancels and the itinerary is not on hold.
Check-in time is in the past
Display config does not allow changing a hotel with penalties and there is a cancellation fee for the hotel

Car Change Restrictions

Display config restricts changes and the itinerary is not on hold.
Pickup time is in the past

Car Cancel Restrictions

Display config restricts cancels and the itinerary is not on hold.
Pickup time is in the past

English

Travel Change and Cancel Rules