Waiver search for disrupted flights

Status	Available in	Data source	Scope
Live in production	Copilot Chat	Lumo	Read-only lookup

Before you begin:

Waiver search is based on disruptions and not regular Schedule changes.

A schedule change is a planned, advance adjustment to your itinerary, while a disruption is an unexpected, last-minute event that breaks your travel plans in real time

See some samples of disruptions

Weather: Fog, ice, snow, or heat can negatively impact infrastructure
Strike action: Staff from the airline, airport ground handling company or local public demonstrations
Third-party issues: Problems with local transport networks connecting to the airport, for example, can lead to a build-up of late passengers in departures
Crew logistics: Legal measures to protect staff can prevent them from working overtime to tackle disruption. Flight crews have duty limitations that must be observed
Natural disasters: Strain on operations involving mass evacuation during treacherous weather conditions
Civil unrest: Any threat to passenger safety will bring operations to a halt, including rioting and terrorism
Local anomalies: Regional problems – for example, animals obstructing runways
Mechanical and technical problems: Technical issues with aircraft or support systems that take time to resolve
Operational issues: Incidents affecting the airport or airline operation systems
Health: Passengers being taken ill can cause delays or the spread of a major viral infection can isolate a country or region

What it does

Finds the waiver. Does not apply it.

Airlines publish advisories that waive change fees on disrupted flights. Waiver search asks Lumo, which scrapes them continuously, whether one covers the flight in front of you.

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

The waiver code and the GDS field it belongs in
The eligible original travel date and affected airport
The ticket issue cutoff, the date by which the ticket must already have been sold
The reissue deadline and new travel completion deadline
What rebooking is permitted (carrier, cabin, cities, date range)
A link to the airline's own advisory

⚠️
What it does not do
It does not rebook, reissue, price, or write the code into the PNR. It is a read-only lookup. A human agent still confirms final applicability and the fare outcome before reissuing.

How it works

From your question to Lumo and back. Worth a quick look, because it shows you where the answer comes from and why some details are worth spelling out.

flowchart TD
    You["**You** · a question in plain text"] --> S1
    S1["**Step 1 · PNR retrieval** _(optional)_<br/>pulls itinerary and tickets from the GDS"] --> S2
    S2["**Step 2 · Search Waiver**<br/>sends the tickets and segments to Lumo,<br/>which scrapes the airline advisories"] --> S3
    S3["**Step 3 · Back in Copilot Chat**<br/>the waiver code, the field it goes in, and the deadlines"]

Airlines covered

Carriers Lumo tracks today:

United · Delta · American · Southwest · JetBlue · Alaska · Air Canada · Air France · British Airways · Iberia · KLM · Lufthansa · Aeromexico · LATAM · Qantas · Virgin Atlantic · Virgin Australia

If the ticketing carrier is not on this list, Lumo has nothing to return and you get a "no waiver" response.

If you believe another airline is needed, let your Acai account manager know. Acai keeps improving with every suggestion.

What to give it

What the tool needs to hear. If you provide a PNR and PCC, Copilot Chat reads these details for you.

Detail	Weight	Why it matters
Airline + flight number	Required	Advisories are published per carrier.
Route (origin → destination)	Required	Waivers name specific affected airports or cities.
Date of the disrupted flight	Required	Must fall inside the advisory's eligible travel window.
Ticket number	Recommended	Identifies the exact ticket the waiver is being checked against.
Ticket issue date	Recommended	The single most common reason a real waiver comes back empty is that almost every advisory only protects tickets sold before the disruption was announced.
Reason for the disruption	Optional	Disambiguates when several advisories are open at the same airport.
PNR + PCC / OID	Optional	Shortcut: Copilot retrieves the itinerary and pulls all of the above itself.
Which segment was disrupted	Optional	Worth naming on multi-segment or partly-flown PNRs, so the right flight drives the search.

How to ask

Five suggested wordings.

A · With a PNR, the short form

can you check any waivers for this pnr RQBWZT from PCC 8KP2?

Copilot retrieves the booking, reads the segments and ticket, and searches on its own. This is the fastest route when the PNR is clean and single-purpose.

B · With a PNR, naming the disrupted segment

Check waivers for PNR JTVXQM from PCC 8KP2. The disrupted flight is
UA1349 ORD–PIT on 11 August 2026, cancelled in the Chicago storms.

Advised whenever the PNR has several segments, has been exchanged, or is partly flown. Naming the affected flight removes any doubt about which one is searched.

C · Without a PNR, the full description

My customer was booked on American Airlines flight 4362 from Memphis
(MEM) to Chicago O'Hare (ORD) today 11 August 2026, and the flight was
disrupted by the Chicago storms. Ticket number 0012894517630, issued on
June 29th 2026. Is there a waiver we can use to rebook?

No booking needed. As long as you mention the airline and flight, where it was going, the date, what went wrong, and the ticket details, Copilot Chat can look it up.

D · As a follow-up, mid-conversation

can you check if there are any waivers available?

If a PNR is already loaded in the conversation, plain wording is enough because the flight details are still in context.

E · Or something more general

can you check waivers for united in the last 2 weeks?

This will get you more general data.

❗
Important
It is the agent's responsibility to check whether the waiver applies to their ticket.