If an airline changes the timing of a flight my customer has already booked, will I be told about it?

Yes, in most cases you will be told, but how fast and how completely depends on the airline and on the supplier the ticket was issued through. These updates reach us from the supplier rather than from the airline directly, so we can only pass on what they send us. Some suppliers report a change on the same day the airline makes it, and others only show the new timing when the booking is read again.

When a change does arrive, it sits against the booking in your panel so your staff can see the old timing next to the new one, and an alert can go to your team by email as well. What you should not count on is the airline writing to your customer. The airline normally deals with the agency that issued the ticket, so passing the news on to the passenger stays your job.

Acting on the change is a separate matter. Accepting the new timing, moving the customer to another flight, or asking for a full refund because the change is a big one has to follow what that airline and that particular fare allow. Where the API supports the action, your staff can do it from the booking itself. Where it does not, it becomes a request to the supplier and you wait for their reply, which is worth telling your customer at the start so they are not expecting an instant answer.

If you have customers travelling in the next few days, have one person look at the changed bookings every morning, and ask us which of your suppliers send these updates on their own so you know where you still need to watch by hand.