Name Change

When should I select the Name Change category?

Select the name change category when a request involves correcting or updating a passenger’s name on an existing booking or ticket.

Spelling corrections up to 3 letters, are auto approved according to policy.

Involuntary Refund due to Schedule change or Misconnection

When should I select this category?

When a passenger cannot travel due to an airline-initiated disruption such as:

  • schedule change,
  • cancellation,
  • or misconnection

And requests a full or partial refund regardless of fare rules.

Involuntary Reissue due to Schedule change or Misconnection

When should I select this category?

When a ticket needs to be reissued or rebooked due to airline disruptions like:

  • schedule changes,
  • cancellations,
  • or misconnections.

Rebooking on alternate flights without additional collection.

Bagggage

When should I select the Baggage category?

For any requests related to baggage services or issues. Baggage allowance inquiries, excess baggage, association, extra piece.

What does it NOT include?

Cabin seat purchases for items (use CBBG category instead).

Seat Assignment

When should I select the Seat Assignment category?

When requests involve:

  • seat selection,
  • seat changes,
  • or seat-related service issues,
  • paid seats,
  • seat refunds,
  • seat reassignment due to aircraft changes,
  • or seating preferences.

What does it NOT include?

Extra seat purchases for baggage or comfort (use CBBG).

AEGEAN HUB Agency profile

When should I select the AEGEAN HUB Agency profile category?

When a request includes changes to the AEGEAN HUB profile like:

  • modifications in the profile address,
  • deletion of users from the account,
  • or role changes (e.g., Admin to User or vice versa).  

What does it NOT include?

It does not include modifications of NDC account, such as adding or deleting users, unlocking an account, or resetting login credentials.

Extra Seat (CBBG)

When should I select the Extra seat (CBBG) category?

When a request involves booking an additional seat for personal use, musical instruments, fragile items, or passenger comfort seats.

What does it NOT include?

Standard seat selection for passengers.

Exceptional refund due to medical or other causes

When should I select this category?

Only for rare, serious cases outside standard fare rules (e.g., medical emergencies or death of relative not of first degree), and ensure supporting documentation is provided.

What does it NOT include?

Requests related to flight disrepencies (e.g.: schedule changes, flights cancellations or any cases already covered by the applicable fare policy), death of passenger or first degree relative.

GDS - NDC system malfunction

When should I select this category?

When a request is caused by a system or technical issue between booking platforms.

Ticketing failures, pricing discrepancies, booking synchronization issues, or system errors.

Sales Requests

When should I select the Sales requests category?

Select this option if the request does not fall under any of the other available categories in the drop down list.

What does it NOT include?

Requests related to group quotations, pricing discrepencies, system malfunctions, name change policy.