Agentic Travel Servicing, Consent and Auditability

After purchase, cancellation, refund, exchange and change are new side effects. Original purchase consent is not automatically authorization for post-booking servicing.

Servicing flow

Agentic travel servicing flow

Mermaid source (.mmd)

Cancellation and refund

The agent should quote cancellation penalty, refundable amount, timing, payment method and provider restrictions before mutation. Execute only after explicit user authorization or a valid servicing mandate.

Consent versioning

Bind consent to booking version, quoted penalty/refund, currency, operation and timestamp. A changed quote invalidates old consent.

Traceability

Preserve userIntent → servicingIntentId → quote/version → authorization evidence → tool call → provider attempt → provider reference → reconciliation record.

Audit record

Record who/what acted on whose behalf, operation, booking/version, quote, authorization, agent/model/tool execution and outcome.

Agent explanation

Explain what changed, expected refund/penalty, whether the operation is confirmed or pending and whether another action is required.

UNKNOWN servicing

Never summarize UNKNOWN as completed. Keep it pending and trigger reconciliation.

Data minimization

Auditability does not require storing raw prompts or full PII. Prefer structured evidence IDs and redacted summaries.

Failure modes

Stale quote cancellation, reused old consent, missing reapproval after refund changes, treating UNKNOWN as success, storing PII in prompts and losing agent/model version evidence.

Observability

Track servicing consent, quote-change reapproval, servicing UNKNOWN, cancellation/refund success, audit completeness, manual intervention and disputes.

Production checklist

Use separate servicing mandates, quote-before-mutate, consent versioning, immutable audit evidence, agent/model/tool traceability, UNKNOWN reconciliation, PII-minimized audit and user-facing outcome explanations.