We remind you that as of 1 June 2019 and in accordance with Resolution 830d, it is mandatory for agents to inform airlines of passenger contact details so that the airline can inform the passenger of any operational disruption.

You can find this Resolution in the copies of the Passenger Agency Conference Resolutions in the Travel Agent Handbook (TAH). These are available at: https://www.iata.org/services/accreditation/travel-tourism/Pages/resolutions.aspx

It is imperative that travel agents always remember to include the passenger's contact details, telephone and email, during the booking process. In the case of self-booking tools, these requirements should be included in the booking flows.

The process would be as follows

1. Actively ask each passenger "if they wish to have their contact information (mobile phone number and/or email) provided to the airlines involved in the itinerary so that they can contact them in an operational disruption.

2. 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 booking procedures. This means that SSRs designed for this purpose are published in AIRIMP under the authority of Resolution 766.

3. Where the passenger does not wish to do so, the Agent must "actively advise the passenger that he/she would not be able to receive, from the airline, information about flight cancellation or schedule changes (including delayed departure)" and include the refusal via SSRs designed for this purpose.

SSR's designed to include the passenger contact details 

SR CTCE-EMAIL of passenger contact SSR CTCE YY HK1 e-mail address.COM

SR CTCM-landline-mobile phone number of passenger/country SSR CTCM-555555555/EN

SR CTCR- refused if passenger does not want to give his/her contact SSR CTCR YY HK1 REFUSED

Thank you for your cooperation.