Italian to English Social Sciences Tourism & Travel

In an airline ticket reimbursement policy, under exclusions:

il caso in cui il passeggero non invii la certificazione comprovante un cambio dell’operativo voli

I am not quite sure what is meant here, except that it seems to relate to the case where the passenger must change his/her travel plans and hence requests reimbursement: do they have to send proof of a change in flight operations?