Flight Disruptions or Airline-Initiated Changes

📥 Step-by-Step – System-Initiated Change Detected

1. PNR flagged in iFly with "SSM Update: Involuntary Change".

2. Check if:

   • Flight was cancelled

   • Flight was moved 1h early / 3h late

3. Offer customer:

   • Free rebooking within ±10 days (via “Change Flight”)

   • Or voucher issuance (via Voucher Manager)

4. For rebooking >10 days, inform: fare difference applies but no change fee.

5. Use Phoenix CRM to note disruption type and customer preference.