PLEASE WAIT FOR NEW ITINERARY
Agents are required to wait for the new itinerary, as GL’s Operations Control Centre are in the process of reaccomodate the affected passengers on alternative flights.
During disruptions to the traffic program, GL Helpdesk often experiences longer waiting times on both phone and email. We kindly ask for your patience while the new travel arrangements are being finalized.
If the group is rebooked to a new departure date, GL will provide accommodation and meal vouchers for all affected passengers. However, accommodation will not be provided from the start of journey (O&D)
Agents are not permitted to prebook hotel rooms for the group. If an agent arranges accommodation without prior agreement with GL, the costs will not be covered by GL.
IF THE GROUP WISH TO CHANGE THE TRAVEL PLANS PLEASE PROCEED AS FOLLOWS:
TRAVELLING TO DESTINATION VIA ALTERNATIVE TRANSPORT
If the group travels to the destination using alternative transport, the agent must notify GL that the group no longer requires the seats allocated by GL. This allows GL to release those seats to other passengers.
MULTI-DESTINATION ITINERARY
If the group itinerary includes more than one destination, and the group decides to cancel part of the journey due to the revised departure date, the agent must inform GL of their intention to cancel that portion of the itinerary.
FOR BOTH CASES MENTIONED ABOVE:
The group will be marked as a no-show for the unused segment. GL will remove the segment from the PNR and insert a remark stating that the group still requires the return journey. The ticket status code will be changed to Z.
IMPORTANT: It is essential to notify GL if any segments are no longer required. If the group is marked as a no-show on one flight, the remaining itinerary may also be cancelled as a result.
NEW RETURN DATE
If the group chooses to extend their stay and postpone the return by the number of days they were delayed, the agent must request the new travel dates and add the following remark in the PNR:
RM – PLS ACCEPT NEW HOMEBOUND DATES DUE IRR
GL will respond with an HK status if seats are available.
LOST PURPOSE OF TRAVEL
If the group has lost the purpose of their travel, the agent must contact the Helpdesk and inform GL. GL will then add an FE element, authorizing the agent to process a refund for the tickets.
A group is not considered to have lost the purpose of travel in the following cases:
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The journey has not been cancelled or started
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The group has reached their destination
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The group is no-show on the rebooked flight, and the agent has not informed GL that the group does not intend to use the new flights
Please note: A PNR cannot be partially refunded due to a partial loss of travel purpose — refunds apply only if the full journey is affected.
Air Greenland A/S