«RESERVATIONS POLICY FOR GDS USERS _ RESERVATIONS POLICY FOR GDS USERS Version 2.00 Date: 01/11/12 Compiled by: M. Cavaliere Page 1 of 13 SAA ...»
SAA RESERVATIONS POLICY FOR GDS USERS
Compiled by: M. Cavaliere
Page 1 of 13
SAA RESERVATIONS POLICY FOR GDS USERS
TABLE OF CONTENTS
ITEM PAGE NUMBER
1. INTRODUCTION 3
2. DEPARTMENTAL INFORMATION 4
3. ACRONYMS AND ABBREVIATIONS 5
4. BOOKING 6
5. CANCELLATION 7
6. WAITLIST 8
7. TICKET TIME LIMITS 9
8. NON REVENUE BOOKINGS 10
9. GROUP BOOKINGS 10
10. DUPLICATE BOOKINGS 11
11. INTERLINE BOOKINGS 11
12. GENERAL BEST PRACTICES 12 Version 2.00 Date: 01/11/12 Compiled by: M. Cavaliere Page 2 of 13
SAA RESERVATIONS POLICY FOR GDS USERS_______________________________________________________
1. INTRODUCTION In order to structure reservation processes, it is necessary to establish a guideline that will contribute to good corporate governance. Mutual trust and respect will always be important elements in conducting our business and the written word will further strengthen this relationship with our clients regardless of changes to our systems or the sophistication of our business practices.
This manual has been prepared with the intention of providing a clear understanding of reservation procedures to be followed to ensure compliance to SAA best booking practices. The target audience for this manual is the travel trade worldwide as well as our internal departments liaising with the travel trade. The information provided herein is based on IATA Reservation Interline Message Procedures, SAA operational practices and SAA reservation standards.
We trust that this manual will assist you in performing best booking practices that will contribute to the monetary success of your company and SAA. It will strengthen and enhance the valued relationship that we have with our clients by clearing misunderstandings and uncertainties that exists around our reservation procedures. It will furthermore prevent ADM’s raised due to non-compliance if adhered to.
Your valuable contribution to grow our business and reduce distribution cost by adhering to the guidelines contained within this manual is held in high esteem.
Theunis Potgieter General Manager: Commercial South African Airways
Throughout the text of this Manual acronyms and abbreviations are used to describe system responses, reservation designators, action codes, advice codes, status codes and message identifiers. A list of items used in distribution, revenue accounting, revenue management & integrity operations is shown hereunder.
A booking is a direct flight segment that was requested via the GDS and has the filled status code of HK or HL in the host reservation system for which a message has been transmitted back to the GDS.
4.2 Abusive behaviour:
4.2.1 Bookings are made for other purposes than travel e.g. to obtain fares, target volumes.
4.2.2 Bookings are made using incorrect entries/procedures e.g. revalidations.
4.2.3 Bookings are made using initials in lieu of first or last names in the name field.
4.2.4 Name changes are made to bookings for purposes other than correcting misspelled names.
4.3 Corrective action:
4.3.1 Bookings should never be created for purposes other than confirmed travel requests/plans.
Applicable entries should be used to obtain fare quotes without using the end transaction if flights were booked for the purpose of obtaining a fare quote.
Agents must be trained adequately to use their respective GDS’s in a manner that is consistent with 4.3.2 booking objectives.
4.3.3 Initials in lieu of first or last names are not permitted. A valid first and last name as published in the passenger’s travel document is required for all reservations.
Name changes are only permitted for the purpose of correcting a misspelling of the passenger’s name, if 4.3.4 the GDS has been authorized. Any name changes are prohibited after ticket issuance.
A cancellation is an entry made by a GDS user that causes a direct flight segment that was requested via the GDS and has the filled status code of HK, HL in the host reservation system for which a message has been transmitted back to the GDS, to be deleted from the booking file. Cancellations generated by SAA will be transmitted with a HX action code. Cancels shall be counted on as per passenger, per direct flight basis.
5.2 Abusive behaviour:
5.2.1 Bookings are cancelled and rebooked by agents to try and circumvent ticket time limits.
5.2.2 Agents are not adhering to ticket time limits resulting into system automated cancellation.
5.2.3 Agents are inserting fictitious ticket numbers to try and circumvent ticket time limits.
5.2.4 Incorrect entries/procedures are used to book and cancel segments.
5.2.5 Inactive segments are not cleared from bookings.
5.3 Corrective action 5.3.1 Bookings should never be created for purposes other than confirmed travel plans. Circumventing ticket time limits results into unnecessary GDS cost due to booking and cancel actions (“Churning” effect).
5.3.2 Agents must adhere to ticket time limits at all times within market behaviour limitations. If clients are not submitting payment, agents must refrain from rebooking the same itinerary repetitively and continuously following system automated cancellations (“Churning” effect).
5.3.3 Inserting fictitious ticket number/s by using the TKNM entry must never take place.
Agents must be trained adequately to use their respective GDS’s in a manner that is consistent with 5.3.4 booking objectives.
5.3.5 Inactive segments with status codes UC/UN/HX/NO must be deleted from bookings without delay.
A waitlist booking is a direct flight segment that was requested via the GDS and has the filled status code of HL in the host reservation system for which a message has been transmitted back to the GDS. The status code HL is present due to the flight or class of service being currently unavailable.
6.2 Abusive behaviour:
6.2.1 More than one waitlist segment is booked when a confirmed segment is already held in a booking.
6.2.2 More than two waitlisted segments are booked in the same booking held.
6.2.3 Waitlisted segments are not cancelled at least 24 hours before departure of the flights.
6.3 Corrective action 6.3.1 If a booking has a confirmed segment for a specific route, only one (1) waitlist segment may be requested and held for the same confirmed routing.
6.3.2 Only two (2) waitlisted segments may be requested and held per route in a booking.
6.3.3 Segments with status codes HL must be deleted from bookings at least 24 hours before departure of the flight/s.
The ticket time limit is an automated system response that is assigned and inserted into each booking request received in the Airline’s host system via the GDS and that has the filled status code of HK or HL.
It governs the realisation of sales from bookings made and ensures those flight inventories are managed efficiently.
7.2 Abusive behaviour:
7.2.1 Agents are not adhering to automated system TTL advisories to ticket within deadlines given.
7.2.2 Agents reinstate bookings that were cancelled by the automated TTL system.
Agents deliberately changes booking information to circumvent assigned TTL’s.
7.2.3 7.2.4 Agents create new bookings in similarity to automated TTL system cancelled bookings in order to receive newly assigned TTL’s.
7.2.5 Agents must not advise ticket numbers using the SSR TKMN entry, especially after flight changes.
7.3 Corrective action:
7.3.1 Agents must adhere to ticket time limits deadlines.
7.3.2 Agents must not reinstate cancelled bookings, unless payment is received that will allow the booking to be ticketed with the TTL deadlines given.
Agents must not deliberately change booking information to circumvent assigned TTL’s.
7.3.3 7.3.4 Agents must not create new bookings based on a cancelled booking in order to receive a new ticket time limit, unless payment is received that will allow the booking to be ticketed with the newly assigned TTL deadlines.
7.3.5. Agents must revalidate or reissue tickets after itinerary changes done on a previously issued ticket.
A non revenue booking is a direct flight segment that was requested via the GDS and has the filled status code of HK or HL in the host reservation system for which a message has been transmitted back to the GDS. The difference from an ordinary booking is that the agent is creating the booking for purposes other than intended travel.
8.2 Abusive behaviour:
8.2.1 A booking is created using fictitious names and/or fictitious ticket numbers.
8.2.2 A booking is created in the live system for training purposes.
8.3 Corrective action:
8.3.1 Agents must refrain at all times from creating bookings using fictitious names and/or fictitious ticket numbers.
8.3.2 Agents must not use live systems for training purposes and should make use of training systems to create these types of bookings.
A group booking is a party of more than nine (9) passengers travelling together over one or more segments for which space has to be requested. A unique name is assigned by the agent or individual names of all the passengers using the CRS supplier’s system. The booking could contain SSR items.
9.2 Abusive behaviour:
9.2.1 Individual bookings are created for a group booking.
A duplicate booking is an ordinary booking with the difference that the agent is already holding a confirmed booking, but proceeds to create another booking request of which the booking criteria is duplicating the existing booking.
10.2 Abusive behaviour:
10.2.1 Agents are creating a duplicate booking by using the same name items in a new booking when another booking already exist with the same name items and exact itinerary.
10.2.2 Agents are creating a duplicate booking by using the same routing with different dates of departure and/or flight numbers and/or classes in an existing booking and/or multiple bookings.
10.3 Corrective action:
10.3.1 Duplicate bookings should never be created. If a customer requests a booking, the agent should verify that the customer is not already holding a similar booking with another consultant/agency.
10.3.2 Action must be taken on any warning messages relating to duplicate bookings within 24 hours after receiving such message. Appropriate action is to cancel all duplicated items or the complete itinerary.
An interline booking is a direct flight segment that was requested on another carrier other than SAA via the GDS and has the filled status code of HK or HL in the host reservation system for which a message has been transmitted back to the GDS.
11.2 Abusive behaviour:
11.2.1 Agents create a SA carrier code booking and then proceed to book on the same booking a segment of a carrier that has no Interline Agreement with SAA.
The agent must advise their clients of the confirmed travel arrangements and the importance of notifying the airline or travel agent should the passenger not be able to make use of their confirmed travel commitments.
12.1.1 SAA Action after a no-show accord:
The departure control status of a customer’s flight is incorporated in the Reservation system PNR where SAA will analyse these statuses. All no-show bookings will be processed by cancelling the remaining SAA flight segments in the PNR. No exceptions will be entertained.
12.2 Low Fare Finder Entries When creating a new booking and using a low fare pricing search entry, all changes needed should whenever possible be completed before end transaction. The changing of class of service after end transaction results in unnecessary GDS transaction fees.
12.3 Passive Bookings An acceptable passive segment is a segment entered into a GDS against an existing, identical booking in SAA’s reservations system. Passive segments are also known as “information segments and have status codes of e.g. AK/BK/GK/MK/PK etc.
12.3.1 Passive Bookings Best Practices GDS subscribers must use the “Claim PNR” functionality where available. Subscribers that use a GDS which charge SAA for non-ticketed passive segments must use non-billable codes when entering segments for purposes other than ticketing.
All GDS are required to inform airlines of passive segments i.e. to send a message to the relevant airline as soon as a passive segment is entered into a GDS and therefore give the airline a chance to process these bookings. If a passive segment has been created for no valid reason it can thus be rejected by the airline system. In this case the system will change the status code of the passive segment to “NO” and the segment will be returned to the GDS together with a SSR message stating the reason for the