Flights — Support & Billing Model

Selling flights is the easy part. Servicing them is where the complexity lives. This page explains what Nuitée takes off your plate: how we support your travellers, how each support model works, and how billing stays simple and transparent.

What we handle

Running flight servicing in-house means recruiting scarce GDS-trained specialists, staffing nights, weekends and holidays, absorbing high agent turnover, and keeping pace with airline rules that change weekly.

Nuitée provides a dedicated flight operations team of airline-servicing specialists, available 24/7, every day of the year. We hold the servicing policy for the world's largest full-service carriers and low-cost carriers alike — so you never have to build and maintain a per-airline policy library of your own.

We execute, not just notify. Nuitée modifies the booking directly. We do not hand you a list of options and a link to the airline's agency tool. Our specialists action the change themselves — rebooking, reissue, cancellation or refund — and you receive a settled booking, not a task.

Two support models

You decide how close we sit to your traveller. Both models carry the same SLA and the same fees. The only difference is who your traveller talks to.

First Line — flow

1. Traveller contacts Nuitée directly.
2. A Nuitée agent services the booking with the airline.
3. The traveller's card is charged — Nuitée is Merchant of Record.
4. Nothing lands on your team.

B2B-Relayed — flow

1. Traveller contacts your team.
2. You relay the case to Nuitée by phone or email.
3. Nuitée services the booking behind the scenes.
4. The cost settles automatically on your credit line.

How airline changes reach us — and reach you

Involuntary changes are pushed to us by the airline, per booking, as they happen. Our agents see the change at the same moment the traveller does.

Two things happen at once when an airline changes a flight:

• To Nuitée, per booking. A message lands against the specific booking reference / PNR, and our desk is alerted immediately.
• To the traveller, by email. Only if the traveller's own contact details are on the booking. Which contact goes into the booking is configurable at onboarding.

From there, one of two paths runs:

• Path A — we act first. Our agent assesses the disruption, builds the realistic options, and gets the traveller moving before they have to chase anyone.
• Path B — the traveller acts first. The traveller changes the flight with the airline themselves. The airline then sends us the updated booking data — new flight or cancellation — and we re-sync automatically.

Either way, Nuitée applies the change on our side: booking record, ticket status, and any reissue or refund are brought into line. You then receive the updated booking as a webhook event, mirrored to your operations inbox by email.

Notification path by content type

Who we contact

Three attempts, then we protect the traveller. We make at least three contact attempts before departure. If there is still no decision, we accept the airline's protected itinerary on the traveller's behalf so they stay ticketed and can travel — and we tell you what we did.

If the traveller changes it with the airline while we are working the case, the airline's updated booking data wins. We re-sync the booking, close our case, and send you the update. No double booking, no double charge, and no service fee for work the traveller resolved themselves.

One honest limit: the airport control window. Close to departure — typically the final 24 to 48 hours, and once check-in opens — the airline takes operational control of the booking. From that point some changes can only be made by the airline at the airport or on its own channels. Our emergency desk stays with the traveller throughout.

Billing

Billing follows one rule: we never charge you directly. Servicing costs — fare difference, change fee and service fee — pass through the API and settle automatically against your credit line. Wherever a traveller's card is charged, Nuitée acts as Merchant of Record and absorbs the payment risk.

Merchant of Record = risk transfer, not just processing. We carry the payment processing, fraud screening, chargeback handling and refund execution — operational and financial liability you never have to build for.

Fees

Airline costs are passed through at cost. Our only servicing charge is a flat, predictable fee per voluntary case; it does not apply to airline-caused involuntary changes.

Who gets charged

Even when you are Merchant of Record for the original booking, Nuitée can charge your traveller directly and separately for the servicing amounts — keeping servicing revenue collection off your plate. Agreed at onboarding.

Always on, always reachable

Our servicing desk operates Monday to Sunday, 24/7, with escalation channels matched to departure proximity. Full response and resolution commitments are set out in the Nuitée Flights Service Level Agreement.