Amadeus Agent Capability Card - Copilot

👁️

Read-only capabilities

Copilot can retrieve booking information and prepare quotes without changing the booking.

📄 PNR & Booking Retrieval

• Look up a PNR by record locator and OID.

• View a booking summary with ticket, itinerary, and passenger details.

• Open the raw GDS display in the sidebar, just like Amadeus.

• View ticket status: active, exchanged, refunded, and checked-in and more.

• Read all fare-rule categories for each ticket or TST, including applicable qualifiers.

• Review previous-ticket history summary lines.

🔄 Change quoting

ATC Changes

• Copilot can quote a voluntary date change on the same flight.

• Search available flights and booking classes for a new date.
• Quote a specific flight or booking class the agent picks.
• Show the fare difference, tax, penalties, and residual or collection amount.

Activation required for your Agency.

↩️ Refund quoting

ATC Cancel

• Show the refundable amount with a fare and tax breakdown.
• Show masked payment-method details.
• Identify when a ticket is within the voiding window, so you can choose whether to void or refund.
• Flag non-refundable ATC results.
• Advise when an airline does not participate in automated refunds.

Activation required for your Agency.

🗒️ Fare rules

• Ask for any fare-rule category.
• Review penalty amounts and more.
• Get results based on the ticket's current status and travel date of your ticket.

🌐 General Airline information

Web

• Ask questions about airline policies, pets, baggage, and more.
• Receive answers sourced from airline websites, with a source link.
• Ask based on a booking or in general.
• Hundreds of airlines available.

🌟 Productivity

• Draft a customer email from the quote or
  booking
• Convert currencies with Amadeus commands
• Encode/Decode airline codes, cities and more with Amadeus commands
• Save & rename conversations, history kept 365 days
• Thumbs up / down feedback with comments
• Handle multipax PNRs

📖 GDS guidance and PNR history

Service Hub

• GDS Manuals, with steps an Service Hub links for easy guidanceCopilot can provide GDS manual guidance with steps and Service Hub links.

  GDS guidance requires the GPT-5.6 Terra model.

Using Amadeus commands, Copilot can check:

• General history
• Queue history
• Ticketing history
• Other PNR history details

💡 Good to know

• Issuing qualifiers are reused to correctly fetch fare rules and quote changes & cancellations
• If a ticket is within the voiding period, you'll be advised, along with the void deadline
• ATC Cancel & ATC Changes errors are surfaced to the agent for context

🔍 Waiver search

Lumo Source

When a disruption hits, give Copilot the required details to find available waivers in seconds, sourced from Lumo, so agents stop hunting through airline bulletins.

Activation required for your Agency.

The following actions change a live booking and require activation for your agency. Copilot runs them only after you type I confirm.

🔄 Execute changes

Apply a quoted voluntary change to the live booking. Copilot reissues the ticket and collects any fare difference directly in Amadeus.

Cash only: support cash form of payment for now

↩️ Execute refunds

Process a quoted refund to the original form of payment for participating carriers, end to end.

🧑‍🤝‍🧑 Split bookings

When a single passenger needs their own change or refund, ask Copilot to split the booking: It moves that traveler into a new PNR so the rest of the party remains unchanged.

❎ Execute voids

When a ticket is still within its voiding period, ask Copilot to void it instead of refunding it. Copilot checks the deadline before cancelling the document in Amadeus.

Electronic tickets only: EMD are not supported

⭐Share feedback

ACAI keeps improving with every suggestion. If something catches your eye, use the thumbs-up or thumbs-down buttons 👍👎 in Copilot chat to share feedback or contact your Acai account manager with questions or suggestions.