How to write a flight itinerary for a customer
A good itinerary lets a traveller see every flight, time and booking code at a glance. Use the template below, fill it from the real booking, and send it as a PDF, Word file or WhatsApp message.
Updated
A flight itinerary is the traveller's summary of a booking. It is not the ticket itself. It tells the customer where to be, when, and with which airline, and it gives the booking reference so they can check in or call the airline. Agents send itineraries after every booking and again when something changes, so a clear layout saves many questions.
Real bookings only. An itinerary must match a booking that exists with the airline. Never write one for a flight that was not booked, for example to show at a visa office. Embassies check, and it can get the traveller refused.
What a flight itinerary must include
- **Passenger names** exactly as in the passport, one line per traveller, with the passenger type if useful (adult, child, infant).
- **Booking reference (PNR)** the airline or system gives, and the ticket numbers once issued. They are different things, so label them.
- **For each flight**: airline and flight number, departure airport and city, arrival airport and city, date and local time of each, and the cabin class.
- **Duration and stops**, with the layover time between connecting flights.
- **Baggage allowance** as shown on the booking (for example 1 piece of 23 kg), or write "see airline" when unknown.
- **Terminal and gate only when you know them.** Terminals can change; if the booking does not show one, leave it out.
- **Your agency contact** (name, phone, WhatsApp) so the traveller can reach you when plans change.
- **Date of issue**, so the customer knows which version is current.
A copy-ready template
Copy this block into a message or document and replace the capital words with the details from the real booking.
FLIGHT ITINERARY Prepared by: AGENCY NAME Phone: PHONE Issued: DATE Passengers 1. SURNAME/GIVEN NAME (adult) 2. SURNAME/GIVEN NAME (child) Booking reference (PNR): XXXXXX Ticket numbers: 000-0000000000 / 000-0000000001 OUTBOUND AIRLINE FLIGHT NUMBER CABIN Departs: CITY (CODE), DAY DATE, HH:MM local Arrives: CITY (CODE), DAY DATE, HH:MM local (+1 if next day) Duration: Xh XXm Baggage: ALLOWANCE RETURN AIRLINE FLIGHT NUMBER CABIN Departs: CITY (CODE), DAY DATE, HH:MM local Arrives: CITY (CODE), DAY DATE, HH:MM local Duration: Xh XXm Baggage: ALLOWANCE Notes: Check in online when it opens. Carry passports. Contact: AGENCY NAME, PHONE
A filled sample with sample data
This example uses made-up names, a made-up booking code and a made-up flight so you can see the layout. Do not copy these details into a real itinerary.
FLIGHT ITINERARY Prepared by: Sample Travel Phone: +00 000 000 0000 Issued: 12 March Passengers 1. DOE/JANE (adult) 2. DOE/JOHN (adult) Booking reference (PNR): ABC123 OUTBOUND Sample Air SA 201 Economy Departs: Dubai (DXB), Mon 18 March, 09:40 local Arrives: London (LHR), Mon 18 March, 13:45 local Duration: 7h 05m Baggage: 1 x 23 kg RETURN Sample Air SA 202 Economy Departs: London (LHR), Sun 31 March, 15:20 local Arrives: Dubai (DXB), Mon 1 April, 01:30 local (+1) Duration: 6h 10m Baggage: 1 x 23 kg Contact: Sample Travel, +00 000 000 0000
Notice the return flight lands the next day, marked "+1". The times are local to each airport, and the duration is the real flying time, not the difference between the two clock times.
Which format to send
| Format | Best for | Watch out for |
|---|---|---|
| The default. Looks the same on every phone and can be printed. | Cannot be edited by the customer, which is usually what you want. | |
| Word | When the customer or a colleague needs to add details. | Fonts may change on another computer. |
| WhatsApp message | Quick updates and customers who do not open email. | Long lines wrap badly. Use short lines and no tables. |
| Picture (JPG or PNG) | Pinning to a chat or showing at a counter. | Text in a picture cannot be copied. Keep a PDF too. |
Writing it for WhatsApp
Put one flight in a short block, date first, then route and times. Avoid symbols that may not display, keep each line short, and finish with the booking code and your phone number. Send the PDF as well so the traveller has a printable copy.
Mistakes to avoid
- **Time zones.** Departure and arrival times are local to each airport. Do not convert them to one zone.
- **Missing +1 arrivals.** If the plane lands the next calendar day, show the new date or mark "+1". This is the most common cause of a missed pickup.
- **Confusing PNR and ticket number.** The PNR is the booking code; the ticket number is thirteen digits. Customers need both, labelled.
- **Wrong name order or spelling.** Copy it from the passport.
- **Guessing terminals.** If the booking does not say, leave it out. A wrong terminal is worse than none.
- **Airport codes only.** Write the city too; travellers know the city, not the code.
- **Sending an old version.** Put the issue date on it and say clearly when a new version replaces the old one.
- **Inventing a booking.** Never create an itinerary without a real reservation behind it.
Special cases
Connecting flights and long layovers
List each flight as its own block and write the layover between them, for example "Layover in Istanbul, 3h 20m". If the layover is long or overnight, say whether the traveller must collect bags and whether a transit visa may be needed. Say "check with the airline or embassy" rather than guessing, because the rules depend on passport and airport.
Groups and families
When several people travel on one booking, list them once under Passengers and keep one set of flights. When people travel on different bookings, make one itinerary per booking so each PNR and ticket number stays with the right names. A short passenger list at the top of a group sheet helps the group leader.
Changes and cancellations
When an airline changes a time, send a new itinerary with the new date of issue and say plainly what changed, for example "Outbound now departs at 11:15, was 09:40". Do not edit an old copy silently, because the customer may still hold the first one. For a cancellation, state the booking code, what is cancelled and what happens to the money, using only what the airline has confirmed.
Making it faster
Typing every itinerary by hand is slow and invites typos. If you have the booking text from your system, Parvaz can turn a pasted booking into an itinerary, and if you start from a ticket or photo, the flight itinerary maker builds the layout with your branding and exports it as PDF, Word, picture or a message ready for WhatsApp. Either way, check every line against the real booking before sending.
A short checklist before you send
- Names match the passports.
- PNR and ticket numbers are labelled.
- Every time is local and every next-day arrival is marked.
- Baggage matches the booking or says "see airline".
- Your phone number is on it.
- The booking is real and confirmed.
Questions and answers
What is the difference between an itinerary and an e-ticket?
The e-ticket is the airline's record that the passenger may fly. An itinerary is a readable summary of the flights. Many agencies send both.
Can I use an itinerary for a visa application?
Only if it matches a real booking. Embassies can check the reference with the airline. Never make one for a flight that does not exist.
Should I include terminal and gate?
Only when the booking shows them. They change often, so a missing value is safer than a wrong one.
How do I show a flight that arrives the next day?
Write the arrival date or add "+1" after the time, and keep all times in each airport's local time.
Which format is best for customers?
A PDF for the main copy, plus a short WhatsApp message for quick updates.