Flight Irregularities & Operational Contact Information

What happens when a booking is affected by an IROP?

• What the system does?
• What can you do if the new flight is unsuitable?

Flight irregularities (IROP): automated reissue, revalidation & refund procedures

To assist you in managing bookings affected by Flight irregularities (IROP) more efficiently, automated processes have been introduced for ticketed bookings affected by flight cancellations or schedule changes.

These processes apply to bookings issued through SPRK (F1) or GDS and reduce the need for manual handling when a flight is automatically reprotected.

1. Automated handling of ticketed bookings affected by flight irregularities

When at least one flight in a ticketed booking is affected by a cancellation or schedule change and the booking has been automatically reprotected to a new flight, the e-ticket synchronizer automatically performs one of the following actions:

i) Involuntary Revalidation

The ticket will be involuntarily revalidated when the new reprotected flight meets the requirements for revalidation.

The main requirements are:

• The original ticket stock must be AEGEAN or Olympic Air.
• The same routing must be maintained, including all intermediate points.
• The same RBD must be maintained.

ii) Involuntary Reissue

If the new reprotected flight does not meet the requirements for revalidation, the system will automatically proceed with an involuntary reissue.

If the Automatically reprotected flight does not meet the passenger's needs

If the flight automatically selected by the system does not meet the passenger's needs, further involuntary reissue or refund options may be available, depending on whether the ticket was revalidated or reissued.

Revalidated tickets

For tickets that have been automatically revalidated:

• An involuntary reissue can be performed to a flight that meets the passenger's needs, with a new travel date within 7 days of the original travel date.
• The ticket must not have been reissued again after the revalidation.
• An involuntary refund of the original revalidated ticket is also possible.

Reissued Tickets

For tickets that have been automatically involuntarily reissued:

• One additional involuntary reissue can be performed to a flight that meets the passenger's needs, with a new travel date within 7 days of the original travel date.
• As the first involuntary reissue is automatically performed by AEGEAN, the second involuntary reissue can only be processed through the AEGEAN Call Center and, soon on-line, via the AEGEAN website – My Booking.
• The ticket must not have undergone any further reissue between the first automatic reissue and the requested additional reissue.
• Alternatively, a full refund of the involuntarily reissued ticket can be requested, provided that no further reissue has taken place after the first automatic reissue.
• For a full refund, the request must be submitted for the originally issued ticket.

2. Operational contact information for flight irregularities

For the effective management of flight irregularities (IROP), the passenger’s mobile phone number and/or email address should be added to the booking.

In accordance with IATA Resolution 830D, Travel Agents are required to actively ask passengers whether they wish to provide their contact details to the airline for communication purposes in the event of flight cancellations, schedule changes or other operational disruptions.

Passengers should also be informed that if they decline to provide their contact details, they may not receive notifications from the airline about flight cancellations or other operational changes.

IATA SSR Codes for passenger contact details

Add the passenger’s contact information to the booking using the appropriate standard IATA SSR format: 

Adding Contact Details in SPRK (F1)

In the SPRK (F1) Toolbox, passenger contact details can be added through the:

• Telephone section – for the passenger’s mobile phone number
• Email section – for the passenger’s email address
  
• Select the Operational Contact checkbox to create the corresponding SSR.
• Add the contact information for each passenger.
• Select the passenger’s preferred language, if applicable.
• Click Submit to add the contact information to the reservation.
  

• Mobile phone: an SSR CTCM will be created.
• Email address: an SSR CTCE will be created.

If the passenger refuses to provide contact information, you can add CTCR – Passenger refused to provide information through the Special service requests section.

GDS Entries

Important Notes

• When entering an email address, use // instead of @.
• Use .. instead of _ (underscore).
• Use ./ instead of - (dash).
• Contact information must be added for each passenger.

For additional information or clarification on GDS entries, please contact your respective GDS Helpdesk.