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AccessPassenger Contact Information - IATA Resolution 830d
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Passenger Contact Information - IATA Resolution 830d
Since 1 June 2019, IATA Resolution 830d has made it mandatory for travel agents to provide airlines with passenger contact details so that the airline can notify the passenger in the event of any operational disruption.
It is essential that travel agents always remember to include passenger contact details, telephone number and email address during the booking process.
In the case of self-booking tools, these requirements must be included in the booking flows.
The process would be as follows:
• Actively ask each passenger ‘if they wish to provide their contact information (mobile phone number and/or email address) to the airlines participating in the itinerary so that they can contact them in the event of an operational disruption’.
• If the passenger wishes to provide this information to the airlines, the agent must include it in the PNR in accordance with the Resolutions governing reservation procedures. This means that SSRs designed for this purpose are published in AIRIMP under the authority of Resolution 766.
• When the passenger does not wish to do so, the Agent must ‘actively advise the passenger that they may not receive information from the airline about flight cancellations or schedule changes (including delayed departures)’ and include the refusal using the SSR designed for this purpose.
British Airways and Iberia will monitor compliance with this policy, and any agent who fails to follow the correct booking procedures will be subject to the measures adopted by the airline.
This will enable us to notify and inform our customers in the event that their flight has been affected by weather or operational issues.
The airlines will use the contact information provided to send the customer any operational notifications within the established time frame.
Customers obtain the following advantages:
1. Real-time flight updates
2. Proactive notifications in the event of service disruption (cancellations, delays, etc.)
3. Baggage-related updates
4. Automatic sending of rebooking information or boarding pass for the next available flights
5. Reduced waiting time, anxiety and inconvenience during service disruptions
6. A better customer experience
How to include passenger contact details? Formats in the different GDSs
Amadeus
CTCE : email contact: >SR CTCE YY HK1-email / language Input:
Input (short format and associated with passenger):
maxime_ansel@amadeus.com = email EN = (english) preferred language Note:To add the email address, you must replace the following characters: @ (at sign) with // (double slashes) _ (underscore) with .. (two dots) - (hyphen) with ./ (dot slash) |
CTCM : mobile phone number: >SR CTCM YY HK1- country code and mobile phone number / language Input: · SR CTCM YY HK1-341234567890/ES Input (short format and associated with passenger): · SR*CTCM-341234567890/ES/p1 34 = country code (numeric) 123456789 = mobile number ES = ISO language code (Spanish) |
CTCR : DOES NOT WISH TO BE NOTIFIED of any incidents affecting flights throughout the PNR: · SR CTCR YY HK1-REFUSED |
Galileo
SSR CTCE email contact:
Passenger email > SI.P1/SSRCTCEYYHK1/J.SMITH//YAHOO.COM Passenger's email indicating that the passenger's preferred language is German: > SI.P1/SSRCTCECXHK1/J.SMITH//YAHOO.COM/DE
|
SSR CTCM contact telephone/mobile number Passenger's mobile phone number: >SI.P1/SSRCTCMLHHK1/12021234567 Passenger's mobile phone number indicating that their preferred language is German: >SI.P1/SSRCTCMLHHK1/496987654321/DE |
SSR CTCR in the event that the passenger does not wish to provide contact details CTCR indicates that the passenger has not provided contact information. After the slash, free text is entered: >SI.P3/SSRCTCRYYHK1/PASSENGER DOES NOT WISH TO PROVIDE CONTACT DETAILS
|
Worldspan
SSR CTCE email contact: Passenger's email address: >3SSRCTCEYYHK1/ J.SMITH//YAHOO.COM-1.1 Passenger's email indicating that the passenger's preferred language is German: >3SSRCTCEYYHK1/ JOHN.SMITH//GMAIL.COM/DE-1.1 |
SSR CTCM contact telephone/mobile number >3SSRCTCMLHHK1/12021234567-1.1 Passenger's mobile phone number, indicating that their preferred language is German: >3SSRCTCMLHHK1/496987654321/DE-1.1 |
SSR CTCR in the event that the passenger does not wish to provide contact details CTCR indicates that the passenger has not provided contact information. After the slash, free text is entered: >3SSRCTCRYYHK1/NO DATOS CONTACTO-1.1
|
Sabre
SSR CTCE email contact: 3CTCE/Associated email e.g. : 3CTCE/JOHN.SMITH//AOL.COM-1.1 3CTCE/Email/language-Associated name e.g. : 3CTCE/JOHN.SMITH//AOL.COM/EN-1.1 3CTCE(A for all)/Email .associated name e.g. : 3CTCEA/JOHN.SMITH//AOL.COM-2.1 3CTCE segment number/email-passenger number e.g. : 3CTCE1/NAGANO0208//INFINI-TRVL.CO.JP-1.1 |
SSR CTCM contact telephone/mobile number 3CTCM/telephone number-associated name e.g. : 3CTCM/1223344444-1.1 3CTCM/telephone number/language-associated name e.g. : 3CTCM/1234455555/DE-1.2 |
SSR CTCR in the event that the passenger does not wish to provide contact details 3CTCR/Free text-1.1 e.g. : 3CTCR/REFUSED TO PROVIDE CTC INFO-1.1 3CTCR (segment)/Free text—associated name e.g. : 3CTCR1/REFUSED TO GIVE CTC INFO-1.1 3CTCA (all segments/free text-1.1) e.g. : 3CTCRA/REFUSED-1.1 |
