Copilot actions in PNRs
What the assistant actually does when an agent drops a booking into the chat — on Amadeus and on Sabre — and exactly where it stops.
| Actions on a booking | GDS systems | Writes without your confirmation |
|---|---|---|
| 9 | 2: Amadeus and Sabre | None |
The shape of it
Drop a booking into the chat and the assistant does not run one lookup. It runs a set of lookups, each communicating with your host system in its own language. There are three layers, and the third runs only after you approve it.
| Layer | What happens | Who decides |
|---|---|---|
| Reading | The assistant retrieves the record and normalizes the itinerary, fares, taxes, coupon status, and ticket status into structured data it can reason about. | Automatic |
| Quoting | It prices refunds and exchanges, reads the fare rules that govern them, and searches rebooking options. Nothing is stored on the record. | Automatic |
| Committing | It writes the change to the host. | You, and only if your agency has enabled it |
What it does on a booking
The same nine actions on both host systems. Each one is a sequence of host commands, not a single entry: standardizing one booking can take a dozen, and the assistant handles the pagination, the ticket images and the fare history so the agent does not have to.
| Action | What it gets you | Amadeus | Sabre |
|---|---|---|---|
| Retrieve the PNR | Pulls the record into the session. | Yes | Yes |
| Standardize the booking | Itinerary, fares, taxes, coupon, and ticket status as structured data, plus a timestamped and attributed change history. | Yes | Yes |
| Pull fare rules and penalties | A historical reprice, then the rule categories that govern change and refund. | Yes | Yes |
| Quote a refund | What the refund is worth, penalties netted. | Yes | Yes |
| Search new flights | Rebooking options, including the same flight and booking class or the closest available option in that class. | Yes | Yes |
| Quote an exchange | Fare difference and penalty for the change. | Yes | Yes |
| Convert currency | Quoting across currencies. | Yes | Yes |
| Execute a refund | Commits the refund to the host. | On confirmation | On confirmation |
| Execute a change | Commits the exchange and issues the new ticket. | On confirmation | On confirmation |
The two host systems do not work the same way, and the assistant absorbs the difference. For example, Amadeus handles the availability search and quote as separate operations, while Sabre does not. The agent asks the same question either way.
Where the answers come from
Not everything is a host lookup. Depending on the question, the assistant reads:
- Your host system: The record itself, including itinerary, tickets, fares, taxes, history, availability, and fare rules.
- Airline sources: Published policies and advisories taken from the carriers' own pages.
- Your own knowledge: Your company processes, account procedures, and email templates from the documents your team already maintains.
That is why an answer can arrive with your policy applied and not a generic default.
Permanent changes
Activation required: Off until enabled for your agencyThe actions that alter a record are switched off by default. Until your agency enables them, the assistant is read-and-quote only.
Nothing is written until you say "I confirm". When you do, the assistant commits the change as a sequence of steps: retrieve, sell the new segment, reprice, cancel the old one, end the transaction, and issue the ticket. It runs the steps in order against the host and stops if a step does not go through. What you see is one confirmation; what the host receives is the full sequence in the right order.
Updated 25 days ago