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01. Introduction

Meet Copilot

Copilot is your AI-powered assistant, built by Acai Travel. It draws on GDS manuals, airline policies, your internal policies, fare rules, and PNR retrieval. You get answers, quotes, and actions through plain conversation instead of manual GDS commands.

How it works?

Copilot works through a chat interface. You type simple-language questions or requests, and it responds with structured, accurate information pulled directly from the GDS.

What this guide covers

1. Retrieve a booking: Pull PNR data from Sabre or Amadeus.
2. Quote and execute changes: Compare flight options and process exchanges.
3. Quote and execute cancellations: Understand refunds and process them.
4. Ask anything: Ask about fare rules, baggage, seats, visas, and more.

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02. Meet the interface

Your workspace at a glance

Copilot has three zones: the helpers menu on the left, the conversation in the centre, and the live booking details on the right (sidebar).

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03. Retrieving PNR Information

Start every workflow here

Retrieving a booking is the most fundamental Copilot interaction. Pull up a booking by giving the record locator and the office it lives in PCC/OID.

Know your three identifiers

Copilot cannot look up a booking by ticket number alone. It needs the PNR.

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Frequent issues and good practices

Most failed lookups come from ambiguous input, not from the booking. The fix is almost always the same: label each value, and give the PNR and the PCC/OID together.

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04. Reading the booking

The PNR Details sidebar

On the right you'll find the sidebar: an at-a-glance summary of the booking, with everything one click away.

• PNR and PCC/OID: The record locator and the environment it lives in.

• Passenger names: Switch between travellers on the booking.

• Active and previous tickets: Segments, status, dates, and fares.

• Fare Rules and Price Quote: Opened directly from each ticket.

Every field shown in purple is clickable: selecting it opens the full detail exactly as it appears in the GDS.

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The full PNR record

Click the PNR link in the sidebar and Copilot opens the raw GDS record. This is the same data your team already knows, presented as it appears in Sabre or Amadeus.

What you're looking at

• Header: Record locator, office, and date stamp.
• Passenger and itinerary: Name, segments, status, and times.
• Ticketing and remarks: FA / FE / FP/5-/5Q lines, endorsements SSRs and OSIs.

Use Copy in the top right to grab the full record for notes, emails, or escalations. Any ticket number opens the same way. Click it to see the full ticket record.

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05. Conversation history

Ask Me Anything and your history

On the left, select Ask Me Anything to open the history of your conversations, so you can return to any past session in seconds.

• Search past conversations by keyword.
• Rename a conversation to find it easily later.
• Archive the ones you no longer need on the list.

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06. Fare rules and penalties

Check the fare rules

Fare rules define what is allowed on a ticket. Ask about the fare to find out whether changes, cancellations, or refunds are permitted and what penalties apply before you commit to anything.

Copilot comes back with a change-penalty analysis (whether changes are permitted, the conditions that apply, and the penalty per ticket plus any fare and tax difference) and a refund-ability analysis (refundable or not, and which taxes are recoverable).

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07. Quoting a change

Compare the options first

When a passenger wants a different date, a new route or a cabin upgrade, Copilot quotes the change and shows available flights alongside the cost.

Copilot returns the available flight options, including flight number, departure and arrival times, duration, and available seats.

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Choosing an option

Price any option, side by side

Ask Copilot to quote any option from the list. It returns the full cost breakdown so you and the passenger can compare before deciding.

The breakdown covers the base fare difference, tax difference, penalty, and total additional cost. It ends by asking you to confirm before anything happens.

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08. Executing a change

Confirm to process the exchange

Once you have reviewed the quote and selected the right flight, ask Copilot to execute the exchange. Reference the option number. You will always be asked to confirm.

Copilot asks you to confirm by typing I confirm. That step is required to authorize the change. Once confirmed, it processes the exchange and returns a summary of costs.

What Copilot does for you when executing a change

Behind the scenes it runs the full exchange workflow in the GDS, so your agents don't have to:

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09. Cancellations quoting

Quote before you cancel

Before cancelling, Copilot quotes the cancellation so the agent and the passenger understand the financial impact: refund eligibility, penalty amounts and the net refund per passenger.

Copilot returns refund eligibility per ticket (refundable or non-refundable), the penalty and cancellation-fee breakdown, and the net refund per passenger and in total.

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10. Cancellation executing

Confirm to process the cancellation

After reviewing the quote, instruct Copilot to process the cancellation. As with changes, you will always be asked to confirm by typing I confirm.

What Copilot does when executing cancellation:

1. Cancels the relevant segments in the GDS.
2. Processes the void or refund based on ticket rules.
3. Updates the PNR and confirms the outcome with refund details and ticket status.

The sidebar shows the ticket's updated status.

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11. Void Process

When a cancellation is requested and the ticket is still within its void period,
Co-pilot voids it instead of refunding, recovering full value with no penalty.
Supported for ARC and BSP. As with every action, Co-pilot always asks you
to confirm before executing.

What Copilot does for you when voiding a ticket

Behind the scenes it runs the void.

What's Covered

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12. Split/Divide Passengers

When a single passenger needs their own change or refund, Co-pilot can
split that passenger into a new PNR. As with every action, Co-pilot requests
confirmation before proceeding.

What Copilot does for you when splitting/diving a booking

Behind the scenes it runs the void.

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13. PNR History

Co-pilot can extract the full history of a PNR, and even identify the sign-in of
whoever modified it. Useful for audits, disputes and understanding what
happened to a booking before it reached you.

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Narrow it to what you need

The full history can run long. Ask for a specific category and Co-pilot returns
just that slice of the audit trail.

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14. Waiver Search

Ask Co-pilot whether a disrupted flight is covered by an airline waiver, and
get the code, the field it goes in, and every deadline attached to it.

It answers
a question about a flight, not a booking: a PNR is just a fast way to hand
over the details.

What comes back

1. The waiver code and the GDS field it belongs in.
2. The eligible original travel date and affected airport.
3. The ticket issue cutoff: the date by which the ticket must already have been sold.
4. The reissue deadline and the new travel completion deadline.
5. What rebooking is permitted, plus a link to the airline's advisory.

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15. Tips & Best practices

Get the best results, every time

Four habits that help agents work faster and more accurately.

✅ Always label which is the PNR and which is the PCC/OID. Copilot needs both to find the booking in the right GDS environment. Give them together in your first message rather than one value per turn.

✅ Start a new chat per topic. When the topic changes, start a new chat. It keeps conversations separate and easy to find later.

✅ Use simple language. Skip GDS commands. Copilot understands intent, so talk to it as you would to a colleague.

✅ Provide feedback. Use 👍 when a response works and 👎 when it misses, and add a comment. It is how the assistant improves.

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16. Far beyond changes and cancellations

Agents can ask open-ended questions about any aspect of a booking. Copilot retrieves the answer from the GDS, and can also pull details from airline websites and GDS manuals.

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17. Preferred & excluded suppliers

Bring the customer's own playbook in

Share your policy and supplier files with Acai. Copilot ingests them into the account profile so it can surface your preferred and excluded suppliers on demand and factor them into every quote and booking suggestion. No re-keying or side spreadsheet is required.

1. You share the policy and supplier files with Acai.
2. Acai ingests them into the account profile.
3. Copilot surfaces and applies the preferences.

Copilot lists the preferred airlines and hotels held on file for that account. It can filter them, for example, "preferred hotels in Nashville?", or return the full list.

Applied to every quote and suggestion.

Preferences are not just a lookup. Copilot flags preferred suppliers inside flight and hotel options, warns when an excluded one appears, and combines that with the fare rules, so agents book policy-compliant, best-value options without cross-checking a document.

✅ Combined with fare rules. A supplier only appears as a valid pick when it also clears the fare's rules, including rate caps, cabin class, and advance-purchase requirements. "Preferred" never overrides "not bookable".

❌ Excluded, not blocked. Excluded suppliers are surfaced with a clear warning rather than hidden. The agent stays in control and can document the exception when a traveler requires it.

Ask for the right policy document

Policies live in three separate buckets: account, airline, and GDS. Copilot can only pull the right rules when your prompt names the relevant bucket, so label the scope just as you would a PNR and a PCC.

17. Quick reference

Everyday prompts