AA Customer Service Agent (CSA) New Hire Week 2 Practice Test

Voluntary change means you, the traveler, decide to alter your itinerary. When a passenger asks to adjust flight times, dates, routes, or add connections, the airline updates the booking because the request came from the customer. This is different from changes the airline makes on its own due to schedule shifts or disruptions, which are involuntary. It’s also separate from canceling the trip or being denied boarding, which are different actions entirely. For example, asking to move a flight from morning to afternoon or changing to a different city pair is a voluntary change.