In compliance to IATA Resolution 830d (Reservations Procedures for Accredited Agents) , travel agents should provide airlines with customer contact information for the purpose of contacting customers during irregular operations.
Customer Notification has been developed to facilitate email and SMS notification to be sent to customers when there is a change on a specific flight.
A notification email is sent to the email address stored in the PNR.
A notification SMS is sent to all valid mobile numbers (including the country code) specified in SSR CTCM or OSI EK CTCM in the PNR.
Please note:
- Agents must use SSRs designed for this purpose as published in AIRIMP.
- If a customer does not wish to provide any contact details, the travel agent must inform the customer that they may not receive information from the airline relating to flight cancellation or schedule changes (including delay in departure) and update the SSR accordingly.
- For SSR entries, travel agents must refer to GDS help pages or contact their respective GDS support team for assistance.
- Both email and mobile phone to be updated.
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