CS Update: Expired Book By & BNBL (‘Buy Now, Book Later’) Changes

We have since reviewed the updates made to the 'booking beyond the Book-By period' and would like to advise of the below update to the Knowledge Article and Process.

Essentially, once the book-by has expired, the hotel will no longer actively manage the inventory with us. Now, if we are looking to change dates or finalise a BBL booking beyond the book-by period, we need to confirm the below conditions are met;

• The change complies with the Date Change Policy
• It is within travel validity
• Allotment is available, and the hotel has confirmed allotment and approved to book in those dates
• It is not a DND property
• It is not a property in Dubai - Not under any circumstances

If these conditions are not met, please escalate to the escalations channel for review.

Essentially, the update to the process additional to the below email, is this;

Non-Applicable Scenarios:
❌ If it is outside of the date change policy
❌ If allotment adjustments are required (unless explicitly approved by the partner)
❌ For vendors listed in the exception list below (Please see Vendor Exceptions section for more information)

Applicable Scenarios:

✅ If it is within the date change policy, and the hotel has confirmed allotment and approved the date change.
✅ BNBL booking dates are within travel validity, and the hotel has confirmed allotment and approved to book in those dates

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 31st October 2025, titled "Knowledge Article Update -  Expired Book By & BNBL (‘Buy Now, Book Later’) Changes" sent by Riley L (Customer Experience Operations Leader)