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Dear partner,
We would like to share with you this useful GDS Air guide that explains how to handle Brightline travel disruption. We hope it will give you all the information that you need. Enjoy the reading!
- Your client’s train is delayed for 60 minutes or more.
- Your client’s train has been cancelled.
- Your client’s train is likely to be affected by disruption.
Brightline will then activate disruption mode in all affected bookings to allow passengers to make a free exchange (within the same cabin) or refund of their ticket.
As disruptions may eventually affect more trains than originally planned, it is highly likely disruption mode will be activated for more trains if required.
You can verify if your booking is eligible to a free exchange/refund by checking the reservation via “Manage Your Booking”.
- If the train has been cancelled, this will show as a red cancellation banner/alert via Manage Booking at GoBrightline.com.
- If the train is likely to be affected by disruption, this will show as a yellow banner/alert via Manage Your Booking at GoBrightline.com You can still process a free exchange (within the same cabin) or refund if your train has not been cancelled but shows a yellow banner via Manage Your Booking.
Please note you will not be notified of any cancellations resulting from disruption via GDS (i.e., segment will not go UN status). Instead, you should be notified by email.
Please check GoBrightline.com → Arrival or Departure Status for a list of cancelled/delayed trains in real time.
Clients will receive a notification from Brightline about their booking.
For any cancellation on date of departure, re-accommodation will be handled directly by Brightline. Passenger will be booked on the next available train.
Should passenger prefer to travel on an alternative train to the one Brightline has allocated, you may still refund or exchange his ticket.
If there has been no re-accommodation made by Brightline, you may still proceed to do this yourself as long as you adhere to the guidelines available within our GDS Handbooks.
When trains are disrupted, Brightline gives you the opportunity to override certain fare rules.
Please check that the booking is eligible to a free exchange / refund by checking the ticket status on “Manage Your Booking”. On disruption mode, you are fully autonomous to do a free refund/exchange of the ticket though your GDS.
Please note that Brightline will not be able to do it for you, as it would corrupt your GDS Air booking (Brightline can only re-accommodate passengers the day of departure whenever there is disruption to our operation, this re-accommodation is done automatically or in station).
If you opt to reissue the ticket, you may do so at nil (0) value for the affected coupon only. This can be done on a different train / date in the same class of service.
Please note when exchanging BE tickets you must ensure you follow below sequence:
- Book new segments.
- Cancel segments.
- ER
- Change/Reissue ticket manually (no Automation / Scripts).
Should you follow any other sequence or use any Automations/Scripts, it will likely fault the booking in our internal reservations system.
If you are unable to reissue in the same PNR, you may try doing so (i.e., manual reissue) on a brand new PNR.
Please ensure you add “disruption cause/ date” to the endorsement field when reissuing.
It is possible to upgrade or downgrade the class of service of your booking but only if there are no more seats available in the same cabin. This opportunity is only offered for trains with disruption mode (i.e., with either a red or yellow banner at Manage Your Booking) activated.
- In case of upgrade: The fare difference must be collected.
- In case of downgrade: should the new fare be lower, no refund will be given.
If you can book any RBD within the same cabin (preferably the next one available), you must do it. No need to upgrade or downgrade them.
If you opt for a refund, it may be requested through your GDS or via BSP Link / ARC within 90 days. If this only affects the inbound coupon after the outbound coupon has been used, the amount requested for refund must be adjusted accordingly.
Please ensure you add “disruption cause / date” within the RA remarks in the BSP Link manual refund request.
There´s no need for a BSP Link / ARC waiver code in case of disruption/train cancellation.
Schedule changes / irregularities
The following scenarios count as a Schedule Change or Irregularity:
Train departure time changed.
Train is cancelled with notice.
You may take one of the following options, if the train is cancelled:
Nil (0) value reissue of the affected coupon for a different train / date in the same class of service. If re-routing, this is only permitted to another station in the vicinity of the originally booked or to/from (as applicable) an intermediate stop in the same route originally booked.
A full refund may be requested. Please refer to Offline refunds.
You may take one of the following options, if the train has a schedule change of 80 minutes or more:
If a passenger accepts the new departure time, nil (0) value reissue of the affected ticket.
If a passenger prefers another departure time, nil (0) value reissue of the affected ticket on a different train on the same date in the same class of service.
A full refund may be requested. Please refer to Offline refunds.
If the schedule change is of less than 80 minutes, the only option is accepting the new scheduled departure time.
For any disruption on the date of departure, reaccommodation will be handled directly by Brightline, passengers will be booked on the next available train. You may still take one of the above options if the passenger prefers another choice but the one given.