Reservations Handbook. Effective 1 June th Edition

Transcription

1 Reservations Handbook Effective 1 June th Edition

2 NOTICE DISCLAIMER. The information contained in this publication is subject to constant review in the light of changing government requirements and regulations. No subscriber or other reader should act on the basis of any such information without referring to applicable laws and regulations and/or without taking appropriate professional advice. Although every effort has been made to ensure accuracy, the International Air Transport Association shall not be held responsible for any loss or damage caused by errors, omissions, misprints or misinterpretation of the contents hereof. Furthermore, the International Air Transport Association expressly disclaims any and all liability to any person or entity, whether a purchaser of this publication or not, in respect of anything done or omitted, and the consequences of anything done or omitted, by any such person or entity in reliance on the contents of this publication. International Air Transport Association. All Rights Reserved. No part of this publication may be reproduced, recast, reformatted or transmitted in any form by any means, electronic or mechanical, including photocopying, recording or any information storage and retrieval system, without the prior written permission from: Senior Vice President Financial and Distribution Services International Air Transport Association 33, Route de l Aéroport 1215 Geneva 15 Airport Switzerland Reservations Handbook, 29th Edition Material No.: ISBN International Air Transport Association. All rights reserved. Montreal Geneva

3 Table of Contents Preface... xi Acknowledgements... xiii Introduction... xv Chapter 1 The Role of Reservations General Reservations Systems Travel Agents' Systems and GDS/CRSs Single Airline Access System Multi-Access Airline Reservations Systems Impact/Interaction of Reservations with Other Applications Pricing Ticketing Departure Control... 2 Chapter 2 Reservations Code of Conduct General Responsibility of Airlines, Travel Agents and Other Providers Booking Space or Services Married Segment Cancelling Booked Services Passive Bookings... 6 Chapter 3 Communications Communications Systems Private Networks Shared Private Networks Commercial Networks Internet... 7 Chapter 4 Messages Types and XML General Type-A Messages Type-B Messages Extensible Mark-up Language (XML)...10 Chapter 5 AIRIMP Message Composition Message Priority Message Address Communications Reference Message Identifier Record Locator iii

4 Reservations Handbook Secondary Record Locator Use of the Record Locators Message Text Ending Pattern Message Example Chapter 6 Flight Network Flight Types Non-Stop Flights Direct Flights Connection Flights Flight Routings Connection Cities Connecting Times Multi-Modal Connections Chapter 7 Bilateral Selling Agreements General Selling Agreements Types of Selling Agreements Conditions of Agreement Multilateral Interline Traffic Agreements Code Share Agreements Other Agreements Chapter 8 Passenger Booking Lifecycle General Shopping for Flights Booking Flights Adding Booking Information Completing a Booking Ticketing Modifying a Booking after Ticketing Departure Control Checking-In for Flights Flight Close-Out Chapter 9 Passenger Name Record General PNR Elements Record Locator Element Name Element Flight Element Auxiliary Service Element Supplementary Service Element...32 iv

5 Table of Contents Chapter 10 Reservations Retrieval General Multiple Name Match No Record (NOREC) Chapter 11 Pre-Reserved Seat Selection General Seat Map Display Requesting/Assigning a Seat Responding to a Seat Request Rules for Changing a Pre-reserved Seat Rules to Cancel Seats with an Itinerary Change Cancel/No Rebooking Cancel/Rebook Confirming from Waitlist Reduce Number in Party Divide Party Transactions Name Change Transactions Schedule Change Affecting Assigned Seats Change of Gauge Flights (Aircraft Change Enroute)...39 Chapter 12 Customers Requiring an Extra Seat General Reservation Procedure Ticketing Procedure Chapter 13 Customer Loyalty General SSR Codes Tier Levels Communication of Frequent Flyer Information Option 1 Non-Automated Format Option 2 Automated Format...45 Chapter 14 Advanced Passenger Information General Collecting Advanced Passenger Information Names Passenger Travel Document Information (SSR DOCS) Passenger Other Supplementary Information (SSR DOCO) Passenger Address Information (SSR DOCA) Requesting Advanced Passenger Information (SSR ADPI)...49 v

6 Reservations Handbook 14.4 Government Notification PNR Access (PNRGOV) Secure Flight Passenger Data (SFPD) API Quick Query (AQQ) Flight Closeout Passenger List (PAXLST) Time Line Retain Reason for Travel to Cuba General Background Scope Reasons for Travel Data...51 Chapter 15 Baggage General Carry-On Baggage Checked Baggage Unaccompanied Baggage Baggage Allowances Determination of Baggage Provisions Resolution US/Canada Rule Allowance Record Exceptional Baggage Excess Baggage Bulky Baggage Fragile Baggage Cabin Baggage Courier Baggage Bicycles Liability for Baggage Excess Valuation Claim for Damaged or Lost Baggage Baggage Identification Advice on Types of Baggage and Packing Dangerous Goods in Baggage...57 Chapter 16 Modifying a Customer Reservation General Modifications Cancellations or Deletions Additions Changes General Responsibilities for PNR modification...62 vi

7 Table of Contents 16.4 PNR Servicing General Acknowledgement Message (Bilateral Agreements Only) Record Locator Request Claim Message (Bilateral Agreement Only) Service PNR Messages (Bilateral Agreement Only) Synchronization Message (Bilateral Agreement Only)...64 Chapter 17 Group Bookings General Group Name Name of the Group Requesting Group Space Confirming Group Space Partial Confirmation Advising Individual Customer Names Group Firming Group Contact Information Modifying a Group PNR Individual Passenger Names Increase the Number of Customers in Party for a Group Decreasing the Number of Customers in a Group...72 Chapter 18 Schedule Change Planned Schedule Change vs. IROP...75 Planned Schedule Change...75 Irregular Operations (IROP)/Flight Interruptions General Planned Schedule Change Planned Flight Schedule Change Action by Airline Changing Schedule For previously confirmed or waitlisted space held in the system of the airline making change Changes in Arrival and/or Departure Times Only Flight Cancellation Schedule Change Advice when Journey has Commenced Action by Airline Changing Schedule When sale is made by the booking source before they update their system with the latest information Time Change Only Discontinued Service Schedule Change Notification of a Merging Airline Action by Office Receiving Advice of Schedule Change...78 Chapter 19 Involuntary Rerouting (Airline Use Only)...79 IROP vs Planned Schedule Change...79 Irregular Operation (IROP)/Flight Interruptions...79 Planned Schedule Change...79 vii

8 Reservations Handbook 19.1 General Irregular Operations (IROP)/Flight Interruptions Situations Requiring Involuntary Reroute Handling Disruption Management Re-Protecting Passengers Carriage on Own Service Re-Protecting Passenger Onward Carriage on Service(s) of Another Airline Additional Considerations Communication to Passenger Chapter 20 Special Booking Procedures and Conditions General Children General Unaccompanied Minors Infants General New Born Baby Infant not Occupying a Seat Bassinet Infant Occupying a Seat Expectant Mothers Customers Requiring Special Assistance General Passengers with Reduced Mobility PRM Obtaining Information Reservations Procedures for Passengers Requiring Special Assistance Customer Final Acceptance Very Important Customers VIPs Ship's Crew Inadmissible Passengers Deportees Transit/Transfer Passengers without Visas General Advising of Travel without Visa...97 Chapter 21 Special Meals General Standard Special Meal Codes Chapter 22 Carriage of Animals General Pets in the Cabin Pets in the Hold Service Animals in the Cabin viii

9 Table of Contents Chapter 23 Reservations Management General Ticketing Time Limit (TTL) Integrity Checks Reconfirmation No-Show Missed Connections Notification Management Chapter 24 Passenger Contact Information General Contact Information Element Passenger Security Information Passenger Emergency Contact Information Passenger Contact for Operational Notifications Chapter 25 Chargeable Ancillary Services General Terms and Definitions SSR ASVC and SVC Action/Reply/Advice/Status Codes Initial Booking Process Flight Related Services Non Flight Related Services Ancillary Service Change Voluntary Change Involuntary Change Cancellation Process Cancellation by the Booking Source Cancellation by the Carrier Increase/Decrease Number of Services Increase Number of Services Decrease Number of Services Interline Itineraries Codeshare Process Marketing Carrier and Operating Carrier use the Same Booking Method Marketing Carrier uses Different Booking Methods Marketing Carrier uses a Single Booking Method Change of Gauge Flights (Change of Equipment En route) SSR ASVC in Conjunction with a Standard SSR Code SSR ASVC in Conjunction with a Chargeable Family SSR SSR ASVC Only Seating Interactively Confirmed Seats Involuntary Changes ix

10 Reservations Handbook Advising the EMD Number without Requesting a Service Advising Consecutive Numbers for Conjunction EMD's Chapter 26 Chargeable Baggage Related Services General Terms and Definitions Scope Identical vs non-identical Examples Standard SSR in Conjunction with an SSR ASVC Chargeable SSR in Conjunction with an SSR ASVC Stand Alone SSR ASVC Service Reference Number Out of Sequence Number of Services Greater than Service Reference Number not Included in the Request Message SSR ASVC and Service Reference Number not Included in the Request Message SSR with Service Reference Number but no SSR ASVC in the Request Message Request for More than One Service Denied Chapter 27 Collecting Information to Issue Invoices for GST/VAT Processing Scenarios where the Validating Carrier is not Participating in the Itinerary Appendix A Glossary of Terms Index x