Flight Disruptions or Airline-Initiated Changes
๐ฅ Step-by-Step – System-Initiated Change Detected
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PNR flagged in iFly with "SSM Update: Involuntary Change".
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Check if:
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Flight was cancelled
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Flight was moved 1h early / 3h late
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Offer customer:
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Free rebooking within ±10 days (via “Change Flight”)
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Or voucher issuance (via Voucher Manager)
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For rebooking >10 days, inform: fare difference applies but no change fee.
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Use Phoenix CRM to note disruption type and customer preference.