Rebooking and itinerary changes
How do we take a traveler's or an agent's change request, check the new option against the fare rules and the travel policy, route overrides to an approver, and write the change to the booking system?
Make the change a checked option, not a conversation. Callvu prefills the itinerary and the fare's change rules, takes the request (a new date, time, routing, hotel or car) from the traveler on a secure screen or from the agent, prices the change under the fare rules (the change fee, the fare difference, the residual value), checks it against the travel policy (the class, the cost cap, the preferred suppliers, the reason codes), executes a change inside both by rule, routes an out-of-policy change to the right approver in the Decision Desk with the policy and the cost shown, and writes the reissued ticket, the changed bookings and the approval to the booking system with the traveler's new itinerary.
In scopeComplex: multi-party handoffsCallvu moves: prefill, decide, write back
Last updated November 7, 2026.
The problem today
The agent rebooked a traveler into business class on a same-day change, and the travel manager found out from the invoice.
Itinerary changes are the busiest transaction in business travel and the least governed: the traveler calls, the agent finds an option, the change is made, and whether it fit the fare rules or the travel policy is reconstructed later from the invoice. The traveler who could have changed it themselves waited on hold; the one who should have had an approval did not.
A change is a computation and a check: the fare rules say what the ticket allows and what it costs (the change fee, the fare difference, the residual value on a cheaper fare), the travel policy says what the company allows and who approves an exception, and the booking system must hold the reissued ticket, the changed hotel and car, and the approval. Most changes fit both and can be done by rule from the traveler's phone.
The agent's time belongs to the exceptions, and the approver's to the overrides.
How it runs
From the requestto the system of record.
A traveler requests a change on the app, the booking tool or a call, or an agent starts one for them. Callvu prefills the itinerary and opens the change.
- Traveler
- Chooses the new option on a secure screen, sees the cost and the policy result, and confirms.
- Agent
- Handles changes the tool cannot price and decides exceptions in the Decision Desk.
- Approver
- Decides out-of-policy changes in the Decision Desk, inside or outside the company.
- Callvu
- Prefills, prices, checks the policy, executes by rule, routes overrides and writes back.
Prefill and take the request
The itinerary, the ticket's fare rules (the change permitted, the fee, the validity, the refund rule), the hotel's and the car's rate rules, the traveler's profile and the travel policy are prefilled; the traveler or the agent selects the new option (the date, the time, the routing, the hotel nights, the car dates) with the available inventory shown.
Price and check the policy
The change is priced under the fare rules (the change fee, the fare difference or the residual value, the reissue), the hotel and car changes under their rate rules, and the total is checked against the travel policy (the class of service, the lowest logical fare and the cost cap, the preferred suppliers, the advance purchase, the reason code where a policy exception needs one); the result is shown to the traveler before confirmation.
Decide
A change inside the fare rules and the policy is executed by rule on the traveler's confirmation; an out-of-policy change (a class above the policy, a cost over the cap, a non-preferred supplier, a restricted fare that needs an agent) goes to the approver in the Decision Desk with the policy clause, the cost and the traveler's reason, and only the allowed outcomes (approve, approve a cheaper alternative, or decline with the reason); a fare the tool cannot reissue goes to the agent the same way.
Write back
The reissued ticket, the changed hotel and car bookings with their confirmations, the fees and the fare difference charged, the approval and the reason code are written to the booking system, the traveler receives the new itinerary, and the change appears in the exception reporting where it was an override.
Where it ends: The change was priced under the fare rules and checked against the policy before anyone confirmed it, done by rule where it fit, approved by the right person where it did not, and the booking system holds the reissue, the changes and the approval. The Decision Trace shows the pricing, the policy check and any approval; the Audit Trace shows the request, the confirmation and the writes.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The app, the booking tool or a call with a link; the traveler sees the cost and the policy result before confirming.
The back office
Agents handle unpriceable fares; approvers decide overrides; the booking system is written by the process.
The Decision Desk
- An out-of-policy change goes to the approver in the Decision Desk with the policy clause, the cost and the reason, and only approve, approve a cheaper alternative, or decline with the reason.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What does the traveler see before confirming?
The change fee, the fare difference or the residual value under the fare rules, the hotel and car changes, and whether the change is inside the travel policy.
Who approves an out-of-policy change?
The approver the policy names for the cost or the department, in the Decision Desk with the clause, the cost and the traveler's reason, inside or outside the company.
What is written to the booking system?
The reissued ticket, the changed hotel and car bookings with confirmations, the charges, the approval and the reason code, and the traveler receives the new itinerary.
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