GDS Policy

Definition

Travel Agencies must remove all inactive segments with status code HX/UN/UC/NO.

IATA rules and recommendations

IATA Travel Agent’s Handbook – General Information

“GUIDELINES ON CORRECT USAGE OF CRS RESERVATION SYSTEMS”

Cancel:
Ensure you remove from the PNR any inactive segments (HX, UN, UC, NO)
Queues:
Update your queues regularly and ensure that all status codes are processed accordingly.

Aegean Airlines and Olympic Air policy

A3 and OA will charge the travel agency 4.00 EUR for each segment/passenger with an inactive segment status UN, UC, HX, NO, that has not been removed.

Some GDS providers still charge airlines for inactive segments still in place within 24hrs prior to the scheduled departure time, even if such segments are removed by travel agencies.

Therefore, Aegean Airlines and Olympic Air will also charge 4.00 EUR for any segments with HX status on bookings created within 24hrs prior to the scheduled departure time and originally booked through a GDS, even if they were removed by the travel agency.

Definition

Cancelling and rebooking of the same itinerary, in the same or a different class of service, through one or more PNRs or GDS.

IATA Rules and recommendations

IATA Travel Agent’s Handbook – General Information
“GUIDELINES ON CORRECT USAGE OF CRS RESERVATION SYSTEMS”

Live Bookings:
Do not make excessive (unreasonable) reservations for the same passenger.

Aegean Airlines and Olympic Air policy

Repeated cancelling and rebooking of one or more reservations with the same Name element, Flights and Dates, in the same or a different PNR, Booking Class or GDS is not acceptable. Such activity is monitored and when more than 7 cancellations + 7 rebookings are traced, then Aegean Airlines and Olympic Air will charge 0.25 EUR for each cancellation per segment/passenger for the total sum of cancellations.

(i.e. 7 Cancellations / 7 Rebookings = 7 x 0.25 EUR )

Definition

A passive booking is an informational segment booked in the GDS without blocking seats from the inventory of the airline.

IATA Rules and recommendations

IATA Travel Agent’s Handbook – General Information
“GUIDELINES ON CORRECT USAGE OF CRS RESERVATION SYSTEMS”

Passive Bookings:

Should be used in the following instances, only if it is not possible to use the live PNR:

• When ticketing reservations made directly with the airline
• When ticketing on behalf of another agent
• When ticketing for groups
• All Information must match.
• Always use “claim PNR” where possible.

Aegean Airlines and Olympic Air policy

Aegean Airlines and Olympic Air do not allow passive bookings. Travel agencies must use the “PNR bridging” functionality for the ticketing of reservations created by one travel agency and issued by another travel agency or by using a different GDS in the same travel agency.

As of 1st October 2014, A3 charges a fee of 4 EUR for each passive segment, per passenger.

This also applies to the use of a DS Status Code.

Definition

Creation of 2 or more reservations for the same customer for the same date and itinerary.

IATA rules and recommendations

IATA Travel Agent’s Handbook – General Information

“CODE OF RESERVATION ETHICS”

The following rules apply at all times:
Never deliberately make duplicate reservations for the same customer(s).

Aegean Airlines and Olympic Air policy

Aegean Airlines and Olympic Air will cancel all duplicate bookings identified. If the duplicate bookings were made by the same travel agency, a charge of 0.25 EUR per passenger, per cancelled segment will be applied.

Definition

Insertion of passenger’s contact details, email address, and telephone number (mobile, home and/or business) in the PNR.

IATA rules and recommendations

IATA Travel Agent’s Handbook - “IATA Resolution 830d, par. 4” - (1/06/19)

To be able to advise passengers of irregular flight operations and disruptions Members and BSP Airlines need to have sufficient contact details available to proactively contact the passengers. Consequently, at or before the time of ticketing, the Agent must actively ask each passenger whether they wish to have their contact details (mobile number and/or email) provided to airlines participating in the itinerary for the purposes of contact in an operational disruption. The Agent must ensure that the Passenger's consent is obtained in compliance with any data protection directives or regulations. Where the passenger wishes to have their contact details provided to airlines participating in the itinerary, the Agent must enter it in the Passenger Name Record (PNR), while maintaining compliance with all applicable data protection directives and regulations. Contact details must be entered in the PNR in compliance with the Resolutions governing reservations procedures. Members and BSP Airlines shall use these contact details exclusively for the purpose of operational notifications, e.g. flight cancellation, schedule change, etc. and shall not use the contact details for sales & marketing purposes.

 In the event the passenger exercises his or her right not to provide contact details it is incumbent on the Agent to indicate that the passenger has declined to provide such details, and to enter the refusal in the PNR to limit any statutory liability. In such a case, the Agent must actively advise the passenger that they may not receive information from the airline relating to flight cancellation or schedule changes (including delay in departure).

Aegean Airlines and Olympic Air policy

Starting 1 June 2019 and in accordance with the new rule under IATA Resolution 830D, all Members (=travel agencies) must actively ask customers whether they wish to have their contact details provided to airlines for the purposes of contacting them in cases of operational disruption and advise passenger that they may not receive notification from the airline related to flight cancellation if they refuse to provide such information. Contact details shall be entered in the reservation using below IATA standard SSR formats.

“SSR CTCM” (passenger providing mobile number including country code) and/or

“SSR CTCE” (passenger providing email address)

“SSR CTCR” (passenger refusing to provide any contact info)

Passengers having either SSR CTCM and/or SSR CTCE elements in their reservation will be directly notified for any short-term flight irregularities (INVOL), while for the long-term schedule changes travel agencies will be notified via a queue PNR message and shall inform passenger accordingly.

In case of failure to comply with the above obligation, Aegean Airlines and Olympic Air reserve the right to recourse against the travel agent, on passenger compensation costs related to lack of information. Passengers having SSR CTCR will not be able to be informed directly by the airline and will need to rely on the travel agent actions.

Definition

Travel agencies are allowed to book airline space only at a customer’s specific request.

IATA rules and recommendations

• IATA Travel Agent’s Handbook – General Information
  “CODE OF RESERVATION ETHICS”
  Responsibility of Travel Agents:
  Request and/or sell airline space or other services only on the specific request of a customer.

• IATA Resolution 830d, 2:
  The Agent shall request or sell airline space of a passenger handling nature only when the Agent has a request to do so from a customer.

Aegean Airlines and Olympic Air policy

Aegean Airlines and Olympic Air will cancel segments which are identified as not having been requested by a passenger. A charge of 0.25 EUR for each segment per passenger will be applied. An additional 30 EUR per passenger, per Greek domestic sector and 70 EUR per passenger per international sector will be charged, due to the loss of potential revenue and for unjustified space holding.

Segments with fictitious names (for example Mickey/Mouse or Clinton/Bill Mr.) will be also cancelled and charged with the above-mentioned rates.

 

Definition

The Void function may not be used for fares issued in P, U, T, S booking classes for bookings created through GDSs (Amadeus/Sabre/Travelport).

Aegean Airlines and Olympic Air policy

Aegean Airlines and Olympic Air do not allow the VOID transaction for any tickets issued through GDSs (Amadeus/Sabre/Travelport) in P, U, T, S. booking classes. All tickets voided in these booking classes will be immediately charged by an ADM with the corresponding fare plus fuel surcharge.

Definition

The cancellation ratio is the result of gross booked segments vs. number of cancelled segments created by an agency. A ratio above 75% must be avoided and cancellations should be done, at the latest, 24 hours before departure.

Aegean Airlines and Olympic Air policy

If Aegean Airlines and Olympic Air observe that this ratio has been exceeded, the agency will receive a penalty of 0.25 EUR for each cancelled segment/passenger that exceeds above mentioned ratio.

Definition

Child and infant information (Date of Birth, indicator CHD/INF) must be always entered in the booking’s Passenger name field and an SSR CHLD/INFT must be created. The DOB information and CHD/INF indicator must be displayed on the ticket next to the Name Element or in the Endorsement Box.

IATA rules and recommendations

«ΙΑΤΑ720a, 2,3, 2.3.1 and 2.3.2»

The passenger name shall be followed by:

• Code “INF” or the word “INFANT” on tickets issued with infant’s discounts/fares
• Code “CHD” or the word “CHILD” on tickets issued with children’s discounts/fares
  
  

Aegean Airlines and Olympic Air policy

For tickets issued with a child or infant discount that does not contain the correct child/infant information as described above (DOB, SSR CHLD/INFT), Aegean Airlines and Olympic Air will charge the ISSUING agency with the fare difference between the applied discount and the adult fare.

In repeat cases, Aegean explicitly reserves the right to revoke ticketing authority.

Multiple bookings making up a total of 10 PAX or more and containing at least one common flight, are considered to be a Group. Group booking requests must be addressed to the group department; Aegean Airlines and Olympic Air maintain the right to cancel bookings considered to be hidden group bookings.

The scope of this policy is not exhaustive. Aegean Airlines and Olympic Air can at any time extend and/or change the scope and advise travel agencies accordingly. Serious misuse and/or abuse of GDS and ticketing functionalities will always be dealt immediately and outside this policy.