Reservation Agent how-to

How to Rebook a Passenger After a Cancellation

Calm rebooking turns frustration around.

Updated By the Career Education Institute Curriculum Team
Quick answer

Calm rebooking turns frustration around. In short: apologize; check; offer, then complete the remaining steps below.

Step by step

  1. Apologize.

  2. Check options.

  3. Offer the best route.

  4. Explain clearly.

  5. Issue new boarding passes.

  6. Offer meal or hotel vouchers if eligible.

Safety reminders for reservation agents

  • Follow security rules
  • Report suspicious items
  • Lift bags safely
  • Protect customer data

PNR · GDS · Fare class · Standby · Overbooking · Bag tag: see the full reservation agent glossary.

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