M A N U A L R E V E N U E M A N A G E M E N T

(1)

M A N U A L

(2)

1.1 RECORD OF EDITIONS

Edition

Number

R e v i s i o n

N u m b e r

I s s u e

D a t e

E f f e c t i v e

D a t e

I n s e r t e d B y

1

s t

E d i t i o n

Re vision

N o . 0 0

March 0 1,

2010

March 0 1,

2010

DG M QA

Marketin g

1

s t

E d i t i o n

Re vision

N o . 0 1

Jul y 01,

2010

Jul y 01,

2010

DG M Au dit

Complia nce

Marketin g

(3)

1.2 Acknowledgement

The production of the Revenue Management Procedure Manual has been the result of dedicated

teamwork of the following personnel of Revenue Management & Quality Assurance Department

who have worked selflessly in revising this manual after the reorganization of the Marketing

Department in the year 2010. The effort has been tremendous as the entire structure and reporting

channel of Revenue Management has been practically re-engineered.

Mrs Fareeda Masood

Manager Revenue Integrity Management & PFA Ms.

Nigar Jaffrey

Manager System & Schedule update

Mr. Haider Nisar

Senior Reservations &

Mrs. Noushaba Yaqoob

Reservation & Ticketing Officer

Mr. Imran Jamal-ul

Route Manager

Ms.Monazz Fare Filing Analyst

Mr. Junaid Shah

Senior QA Officer-

Mr. Saad Wahid

Senior QA Officer-

Mr. Humayun Rizvi

Senior Officer-Quality Assurance

I appreciate the efforts of all those who have participated in the planning, development and

compilation of this manual after the re-organization of the Revenue Management Division.

The professional efforts put in to review and rewrite the manual to complete the project for

ISO certification despite time constraints is commendable.

I am also pleased to place on record my special appreciation for Mr. Anwar Abro – DGM

Audit Compliance & Standards for his briefing sessions and coordination with the concerned

personnel to bring about the required changes to meet the given timelines. I expect effective

implementation of this manual and look forward to promoting the cause of quality through such

initiatives.

(4)

1.3

TABLE OF CONTENTS

CHAPTER 1

THE MANUAL

1.1 Title Page

1

1.2

Acknowledgement

2

1.3

Table of Contents

3

1.4

Distribution List

6

1.5

Incorporation of Revisions

9

1.6

List of Effective Pages

10

CHAPTER 2

GENERAL

2.

1

Introduction

1

2.

2

Abbreviations

2

2.

3

Revenue Management Terminology

3

CHAPTER 3

THE ORGANIZATION

3.1

Revenue Management Division Profile

INVENTORY CONTROL & OPERATIONS

CHAPTER 4

INVENTORY CONTROL

CHAPTER 5

FLIGHT FIRMING SOPS

5.1

FLIGHT FIRMING FOR DOMESTIC & INTERNATIONAL FLIGHTS

5.1.1

PRICING AND INVENTORY MANAGEMENT

5.1.2

INVENTORY CONTROL & OPERATIONS

5.1.3

AUTHORISATION & SLS VALUES

5.1.4

CONDITIONS OF INCIDENTAL CHANGES IN SCHEDULE

(5)

5.1.6

STANDARD PERIOD OF FLIGHT CHECK

5.1.7

ADVANCE CHECK- PEAK SEASON DOMESTIC FLIGHTS

5.1.8

CURRENT CHECK FOR DOMESTIC FLIGHTS

5.1.9

FLIGHT CHECK TABLE

5.1.10 INVENTORY TOOLS FOR FLIGHT CHECK

5.1.11 FLIGHT RELATED CHECK TO VERIFY

5.1.12 PNR QUALITY CHECK - MANDATORY ELEMENTS OF A PNR

5.1.13 PNR CHECK FROM LD

5.1.14 SPECIAL RESERVATIONS

5.1.15 GROUP PNRS

5.1.16 INVENTORY DISCREPANCY

5.1.17 QUICK REFERENCE

5.1.18 SUMMARY OF IMPORTANT INFORMATION

CHAPTER 6

TELETYPE REJECTS (TTR)

6.1

PROCESSING TELETYPE REJECTS (TTR)

CHAPTER 7

SPECIAL RESERVATIONS

7.1 SPECIAL RESERVATIONS PROCEDURE FOR INCAPACITATED PASSENGERS

7.2 RESERVATIONS AND TICKETING PROCEDURE TO BE ADOPTED BY

RESERVATIONS AGENT AT PIA BOOKING OFFICE (COUNTERS)

7.3 SOP FOR REQUEST OF AVIATOR BREATHING OXYGEN

7.4 SOP FOR UNACCOMPANIED MINOR

7.5 SOP FOR HANDLING WHEELCHAIR REQUEST

7.6 SOP FOR CARRIAGE OF EXPECTANT MOTHER

7.7 SOP FOR CHILD INFANT AND NEW BORN

7.8 SOP FOR CARRIAGE OF ANIMALS

CHAPTER 8

GROUP BOOKING

8.1

SOP FOR GROUP BOOKING

CHAPTER 9

SHIFT MANAGEMENT

9.1

SOP FOR HANDING / TAKING OVER SHIFTS

CHAPTER 10

INCIDENTAL ALTERATIONS

(6)

CHAPTER 11

CREW BLOCKING

11.1

SOP FOR CREW BLOCKING

CHAPTER 12

SCHEDULE UPDATES

12.1

SOP SCHEDULE UPDATES

12.2

SOP FOR CODE-SHARE

CHAPTER 13

RESERVATIONS & TICKETING SYSTEM

13.1

SOP FOR AUTOMATION OF PIA OFFICE /GSA

13.2

SOP FOR DATA BASE MAINTENANCE

13.3

SOP FOR IMPLEMENTATION OF NEW PRODUCTS

13.4

SOP FOR TROUBLESHOOTING

CHAPTER 14

SYSTEM SUPPORT

14.1

SOP FOR MARKET TARIFF TABLE

14.2

SOP FOR SABRE

‟

S PRODUCT PLAN VOTING

14.3

SOP FOR ACTIVATION OF SABRE PRODUCTS

14.4

SOP FOR INVENTORY ABUSE & TROUBLESHOOTING

CHAPTER 15

SPECIAL FUNCTIONS

15.1

SOP FOR TIME INITIATED FUNCTION TABLE (TIFT)

15.2

SOP FOR INVENTORY DISCREPANCIES

15.3

SOP FOR EMPLOYEE PROFILE RECORD

15.4

SOP FOR FOCUS / STAR (DIRECT REFERENCE SYSTEMS OF PIA)

15.5

SOP FOR SIGN-IN MESSAGE BROADCAST

15.6

SOP FOR PRE RESERVED SEATS

15.7

SOP FOR DEVELOPMENT / REVISION OF CIRCULARS/SOPS

15.8

SOP FOR TRAINING

CHAPTER 16

REVENUE INTEGRITY MANAGEMENT & POST FLIGHT

ANALYSIS

16.1

SOP FOR REVENUE INTEGRITY MANAGEMENT

16.2

SOP FOR FICTITIOUS TICKET DETECTION

(7)

16.4

SOP FOR POST FLIGHT ANALYSIS

16.5

SOP FOR ADVANCE LOAD REPORT

16.6

SOP FOR POST DEPARTURE REPORTS

16.7

SOP FOR RESEARCH AND ENHANCEMENT IN SOFTWARES

16.8

SOP FOR COMPLAINT INVESTIGATION

CHAPTER 17

PRICING & INVENTORY MANAGEMENT

17.1

SOP FOR ANNUAL PRICING & INVENTORY PLANNING

17.2

SOP FOR INVENTORY MANAGEMENT

17.3

SOP FOR COMPETITIVE FARES BASED ON MARKETS

17.4

SOP FOR OUTBOUND / INBOUND GROUP MOVEMENT

17.5

SOP FOR FARE FILING

17.6

SOP FOR MONITORING

17.7

SOP FOR PERFORMANCE

CHAPTER 18

PIA CALL CENTRE- OUTSOURCED ACTIVITY

OVERSIGHT MECHANISM FOR PIA CALL CENTRE

CHAPTER 19

APPENDICES

UNACCOMPANIED MINORS DECLARATION FORM

MEDIF-MEDICAL INFORMATION FOR FITNESS TO TRAVEL OR SPECIAL

ASSISTANCE

REVENUE MANAGEMENT ORGANOGRAM

PRODUCT DISTRIBUTION AND WORK FLOW PROCESS MAP INVENTORY

CONTROL & OPERATIONS PROCESS MAP PRICING & INVENTORY MANAGEMENT

FORMS & CARDS

(8)

1.4

AVAILABILITY OF THE DOCUMENT

Note:

Master Copy of Revenue Management Procedures Manual is retained by

the office of the QMR. Control of this Manual is with DGM Audit Compliance &

Standards. This document is accessible to all Marketing Department employees through the

PIAC Corporate Website for ready reference; however, viewing is restricted to PIA

employees only.

1.5

INCORPORATION OF REVISIONS

General

Amendments to Revenue Management Procedures Manual shall be issued from time to

time with a list of effective pages.

Amendments shall be done when required by law, to keep abreast of all

regulatory requirements and in case of change of airline policies and procedures due

enhancement in Sabre Multi-Host System to keep pace of industry practice and also in

case of periodic Management reviews.

Amendments are covered by a Letter of Revision.

All amendments to the Revenue Management Procedures Manual shall be made to the

copy available on the PIA Website (for employee’s area) and will be communicated

across the network through e-mail notifications.

All amendments to the Revenue Management Procedures Manual will become

effective from the dates of revisions, unless a different date has been specified in the

respective Letter of Revision.

Record of Revisions

A revision record for the Revenue Management Procedures Manual is shown on the

following page in the List of effective pages which is numbered and dated.

Revenue Management Procedures Manual shall be kept current on PIAC Corporate

Website with latest revisions.

When an amendment is received the number and date shall be entered in the

Amendment Sheet to reflect the currency of the individual copy.

(9)

1.6 List of Effective Pages

Revision 01/July 01, 2010

Part

Title

Effective Pages

Revision No.

Revision Date

1

The Manual

1-6

7-7

8-8

9-9

00

01

00

01

March 01, 2010

July 01, 2010

March 01, 2010

July 01, 2010

2

General

1-7

00

March 01, 2010

3

The Organization

1-5

00

March 01, 2010

4

Inventory Control

1-1

00

March 01, 2010

5

Flight Firming SOPs

1-22

00

March 01, 2010

6

Teletype Rejects

1-2

00

March 01, 2010

7

Special Reservations

1-7

8-8

9-31

00

01

00

March 01, 2010

July 01, 2010

March 01, 2010

8

Group Booking

1-2

00

March 01, 2010

9

Shift Management

1-1

00

March 01, 2010

10

Incidental Alterations

1-2

00

March 01, 2010

11

Crew Blocking

1-2

00

March 01, 2010

12

Schedule Updates

1-3

00

March 01, 2010

13

Reservations &

Ticketing System

1-5

00

March 01, 2010

14

System Support

1-4

00

March 01, 2010

15

Special Functions

1-16

00

March 01, 2010

16

Revenue Integrity

Management & Post

Flight Analysis

1-11

00

March 01, 2010

17

Pricing & Inventory

Management

1-2

3-9

00

01

March 01, 2010

July 01, 2010

18

PIA Call Centre-

Outsourced Activity

1-3

00

March 01, 2010

19

Appendices

1-13

00

March 01, 2010

R

(10)

Controlled Copy - Do not duplicate without prior permission.

2. GENERAL

2.1 I N T R O D U C T I O N

This document specifies the Functional & Operational SOPs being implemented at Revenue Management Division – Marketing, which includes the following sections:

1. Pricing & Inventory Management 2. Inventory Control & Operations 3. Procedures Bureau

4. Loyalty Program

The requirements of this manual are aimed at defining the Operational Procedures in the Revenue Management Division in order identify the functions in each area and to define their Standard Operating Procedures.

The procedures and formats outlined in the manual are expected to promote a broader understanding and use of standard procedures, which in turn shall serve the interest of efficiency economy and better customer service, thereby increasing the level of customer satisfaction.

The manual issued by Revenue Management Division, on the authority of General Manager Revenue Management and Director Marketing, provides a single central source of Standard Reservations Procedures that need to accomplished/adopted, so that services provided by employees consistently conform to systems and standards defined, meet and/or exceed customer expectations and applicable regulatory requirements.

This document ensures that Revenue Management Division adequately identifies continuous improvement of the system and employees needs and expectations throughout all the Quality Management System processes and achieves customer satisfaction with distinctive services using a closed-loop Process Model methodology. The system needs to be applied to prevent non-conformities and continuous improvement. The contents of this Manual include a Glossary of Terms and Procedures being used in the area of Revenue Management. Master Copy of the Revenue Management Procedure Manual is retained by the office of the QMR. Control of this Manual is with the QA Manager (Marketing). This document is accessible to all Revenue Management Division employees through the PIAC Corporate Website (www.piac.aero) for ready reference; however, viewing is restricted to PIA employees only.

(11)

Controlled Copy - Do not duplicate without prior permission. ABBREVIATIONS

A/C : Aircraft

APRT/APT : Airport

APIS : Advance Passenger Information System

APSM : Assistant Passenger Sales Manager

ARR : Arrival

CA : Competitive Analysis

COE : Change of Equipment

CRS : Central Reservation System

DEP DGM

: Departure

Deputy General Manager

DM : District Manager

DQC EQUIP

: Departmental Quality Control Equipment

GDS : Global Distribution System

ISO : International Standards Organization

OAG : Official Airline Guide

PSM : Passenger Sales Manager

SOP : Standard Operating Procedure

ML : Master List

KPI : Key Performance Indicator

TNA : Training Need Analysis

MIS : Management Information System

JD : Job Descriptions

MH Multi Host

M : Manager Central Reservation Control

PMP : Passenger Market Planning

DSA : District Sales Agent

PSA : Passenger Sales Agent

GSA : General Sales Agent

RTO : Reservation & Ticketing Officer

JD : Journalist Discount

TOM : Ticket Office Manager

PRL : Passenger Reconcile List

ACSI : Airport Check-in System International

PKR : Pakistani Rupee

PDI PFA PNL

: Post Departure Information : Post Flight Analysis : Passenger Name List

(12)

Controlled Copy - Do not duplicate without prior permission. :

TE : Route

PRL : Passenger Reconciliation List

SLS : Segment Limit Sale

TAT : Turn Around Time

TIFT : Time Initiated Function Table

RBD : Reservation Booking Designator

SSIM : Standard Schedule Information System R : Changed/Revised

(13)

RESERVATION SYSTEM TERMINOLOGY Alternate Reservation

Means a definite reservation covering space on flight other than one originally preferred by the passenger

Booking or Reservation

Means the accommodation held by a passenger on a given flight

Change of Equipment

Means a scheduled change of aircraft, occurring one or more times on route

Duplication Leg

Means a single leg that, for commercial/technical reasons, is displayed under more than one flight number by the operating carrier

Duplicate Reservation

Means a condition which arises when two or more reservations are made for the same passenger(s) when it is evident that the passenger(s) will be able to use only one, except that a request to change an itinerary, whether or not, it is so identified, shall not be considered duplicate reservations.

E-Ticket

A ticket that is not physically printed on ticket stock and is instead stored in the computer reservation system of an airline. E-Ticket holders are issued a receipt; contract of carriage, and flight itinerary as proof of travel documents.

Firming

A procedure whereby a member at a boarding point contacts passenger(s) holding definite reservation to ensure that they actually intend using this space.

Freedoms of Air

Five basic freedoms recognized by almost all countries, two others less widely accepted. Each is subject to specific conditions, which are determined through bilateral agreements between any two countries.

Gap

Means part of an itinerary involving transportation by means other than ATC or IATA member flight.

General Sales Agents (GSA)

A travel agency or airline to whom an IATA Member Airline or a non-IATA Airline has delegated general authority to represent it for the purpose of sale of passenger and/or cargo air transportation in a defined territory and who is remunerated accordingly.

Group

Economy Class: 07 or more passengers and Economy Plus / Business / First Class booked in a single transaction in any class of service on domestic/international flights are considered a group.

(14)

Controlled Copy - Do not duplicate without prior permission. Hub

Airport at which an airline has major operations and connecting flights to smaller destinations.

Inadmissible Passenger

A passenger who has arrived in a country on a flight, but is refused admission by the authorities of that country.

Incidental Changes

Incidental Changes are short term changes due to Change of Equipment (COE), Schedule Change (early or delayed Arrival/Departure timings) & Route Change.

Interline

Interline is used in conjunction with another word to describe anything involving two or more members, such as interline itinerary, interline reservation, interline point, interline transaction etc.

Intra-line / On line

Intra-line / On line is used in conjunction with another word to describe anything involving carriage over your company only, such as on-line itinerary, on-line reservations, on-line stopovers, on-line connections etc.

Itinerary

Sum of all portions from beginning to ending of passenger’s trip (Journey), even though separated by gap.

Late Cancellation

Means a reservation cancelled after the latest appropriate time prior to scheduled departure time specified by the member.

Leg

The space between two consecutive scheduled stops on any given flight.

Misconnection

A passenger who, due to late arrival or non-operation of his original delivering flight, arrives at the interline point by his original delivering flight and alternate flight, or surface transportation, too late to board his original receiving flight.

Multi-Host System

A system that provides more than one airline with the facility to process, on an inventory basis, reservation and other passenger related functions.

No-Record Passenger

A passenger who presents a ticket indicating reserved space but the boarding airline has no record of ever having confirmed, or received a reservation, for that space.

Miscellaneous Charges Order (MCO)

(15)

baggage check or revision of services to the person named in such document.

No-Show

A passenger who fails to join a flight on which he/she holds reserved space for reasons other than misconnections.

Open Jaw

This is a return ticket that allows you to return from different points. The distance between the two points is a surface sector, and must be arranged by the passenger at his/her own expense.

Overbooking

A condition which exists when more seats have been booked on a flight than seats allowable for sale.

Passenger Name Record (PNR)

A record of each passenger’s travel requirement which contains all information necessary to enable reservation to be processed and controlled by the booking and participating airline.

PNR Address

A term used to designate an alpha-numeric code referring to a specific area in the memory of an automated reservations system in which a given passenger name record is stored.

Pre-Flight Check

An internal procedure whereby an airline undertakes checks of its reservations records to eliminate duplicate reservations incorrect recordings or other errors.

Prepaid Ticket Advice (PTA)

The notification by teletype, commercial wire or mail, that a person in one city has requested issuance of prepaid transportation, as advised in the PTA, to a person in another city.

Reconfirmation

Reconfirmation means a rule which requires passengers, under certain given circumstances, to advise a carrying member of their intention to use the space reserved.

Segment

Means a leg or group of legs from boarding point of a passenger to a deplaning point on a given flight.

Shoulder Season

The travel season that falls between low and high seasons, offering fares that also fall somewhere between low and high seasons.

Stand By or Go Show Passenger

Means a potential revenue passenger who presents himself at a designated check-in location and who is prepared to accept space subject to availability.

(16)

Controlled Copy - Do not duplicate without prior permission. Stand-by

A passenger is put on standby when he or she arrives at an airport without a confirmed reservation and is prepared to fly should a seat become available at the last moment.

Teletype Reject Messages (TTY)

Teletype messages are sent to exchange information between airlines and associated industries such as travel agencies, hotels and car rental companies. When the communication is sent outside of the SABRE network, ARINC and SITA are used to transmit the data. Occasionally, these teletype messages are rejected from the automatic internal processing and are queue placed for manual handling. The messages then become what are called teletype rejects or TTY.

Ticketing time limit

Time limit imposed by the airline before/by which the passenger must secure his/her ticket for his confirmed reservation as agreed with the airline.

(17)

3. THE ORGANIZATION

3.1 REVENUE MANAGEMENT DIVISION PROFILE

Revenue Management Division is headed by Director Marketing who is responsible for providing directions, to plan major marketing objectives, pertaining to passenger & cargo services, shaping policies and devising strategies to meet corporate goals.

Following Divisions report to Director Marketing: Passenger Sales Division Revenue Management Division Cargo & Speed-ex Division Marketing Planning Division Network Planning Division Industry Affairs Division

Note: Organogram is appended at the End.

3.2 REVENUE MANAGEMENT DIVISION

Revenue Management is primarily responsible for optimizing revenue for the Airline by balancing the market demand with scheduled passenger capacity. It manages flights and group traffic and disseminates flight forecast to various departments. It also does extensive work to develop systems that formulate the total Revenue Plan in addition to providing important inputs for setting targets for specific sales areas. It supports stations in achieving their targets by providing seats at the opportune time with flexible fare levels. It ensures optimum utilization of capacity sold, through formulation and implementation of effective Reservations, Ticketing and Inventory Control/Flight Firming Policy/Procedures.

It is responsible for the accurate and timely presentation of PIA’s product and its availability on PIA/GDS’s network and ensures PIA’s Reservation System is functioning according to user specifications/Airlines policy. It evaluates and updates the system with enhancements to bring it at par with the airline industry thus enabling it to compete effectively for incremental revenues and enhanced level of passenger service/customer satisfaction.

Revenue Management is divided into four main areas, headed by General Manager Revenue Management. 1. Pricing & Inventory Management

2. Inventory Control & Operations 3. Procedures Bureau

4. Loyalty Program

3.3 PRICING & INVENTORY MANAGEMENT

Inventory management works towards sampling the actual booking status forecasting demand, optimizing seat allocations of inventory to RBD’s (discounted fare levels) on each flight in each market at the opportune time to meet revenue targets. It evaluates and manages group bookings, authorization/overbooking levels, segment limit sale values by giving due consideration to competition product strength and prevailing market condition.

(18)

destinations on the network. It also ensures appropriate fare structures are established to cater for all offline points. This is done by giving due consideration to competition, product strength and other prevailing market conditions. It also takes care of pricing distribution, interline agreements industry tariffs and ticketing and development pricing strategy at a macro level.

3.4 INVENTORY CONTROL & OPERATIONS

This unit functions around the clock and provides functional and operational support to all the reservations and ticketing offices on PIA’s network, PIA Call Centre, GSA’s and Travel Agents. It manages all reservation ticketing and seat confirmation issues resulting from flight disruptions i.e. handling incidental changes in Schedule d u e operational and tactical changes, determining passenger re-accommodation options and ensuring suitable protection for displaced passengers with timely notification to passengers through PIA Call Centre.

It ensures optimum utilization of capacity sold, through dynamic management of inventory parameters of flights that have under gone incidental changes in schedule; of Non R.M. flights, through in depth flight firming of target/critical flights, to improve seat availability quality of PNRs thereby improving RPKs seat factor and level of passenger service.

Servicing of Special Reservations request e.g. meals, group, medical cases etc are processed and managed by this area to ensure passengers requirement are met. It is also plays a key role in managing Umra Flights. It is instrumental in handling operation of flights with balanced load to prevent over and under sales, manages crew blocking, processing of teletype messages (potential revenue) and thus saves operational cost and huge revenue losses.

For the purpose of exercising effective control & promoting efficiency‟ the office has been organized into different areas being represented by different pseudo cities and Functional Desks.

PSEUDO CITY REGION

ZQP USA, Europe & Canada

ZQY UK

ZQT Far East & South East Asia

ZQR Saudi Arabia

CQO Gulf

ZQV Pakistan (Domestic)

TELETYPE PSEUDO CITIES

SHP Super High Priority Queues

HIP High Priority Queues

MEP Medium priority Queues

(19)

Four Special Desks are functional that are responsible for the following functions:

1. INCIDENTAL SCHEDULE CHANGE DESK 2. TELETYPE PROCESSING DESK

3. SPECIAL RESERVATIONS DESK 4. CREW BLOCKING DESK

3.5 PROCEDURES BUREAU

It is the most important unit of any automated reservations system in an airline. It provides functional procedural system support to the reservations offices on PIA’s network, PIA Contact Centre GSAs/Travel Agents, Inventory Control & Operations and Inventory Management & Pricing.

Procedures Bureau consists of three important areas: 1. System & Schedule update

2. Revenue Integrity Management & Post Flight Analysis 3. Reservations & Ticket System.

A) SYSTEM & SCHEDULE UPDATES

This area is responsible for loading of PIA schedule into the system and simultaneously creating Inventory Master Records, it is actively involved in maintaining its data base. During Schedule Change activity it provides a list of flights with load factor greater than 100% on next day flights, identify potential passengers to be off loaded on critical flights find suitable alternative travel options for affected

PSEUDO CITY REGION

ZQP USA, Europe & Canada

ZQY UK

ZQT Far East & South East Asia

CQO Gulf

TELETYPE PSEUDO CITIES

SHP Super High Priority Queues

LOP Low Priority Queues

PSEUDO CITY

REGION

ZQP USA, Europe & Canada

ZQY UK

ZQT Far East & South East Asia

CQO Gulf

TELETYPE PSEUDO CITIES

SHP Super High Priority Queues

(20)

passengers and coordinate with Inventory Control & Operations to negotiate release of seats from stations /Travel Agents.

It plays a pivotal role in setting system standards by developing Standard Operating Procedures and imparting training in areas of Inventory Control/Schedule Updates. It ensures that the system is functioning according to user specifications and is consistent with PIA’s policy. It coordinates with Sabre Multi-host at Tulsa ensures adoption of enhancements announced by

Sabre and proposes implementation of same to keep the Airline at par with developments in the industry, thereby enabling PIA to compete effectively; and meet PIA’s ongoing need for improving the level of passenger service.

Important functions in this area are classified under System Support and Special Functions: 1. Market Tariff Table MTT

2. Reconciliation of Discrepancies 3. Management of TIFT

4. Management of PRS

5. System Security and Integrity through EPRs 6. System Fall Back Procedures

7. Maintain FOCUS, STARS & Information Broadcast 8. Trouble Shooting, Investigating and Monitoring 9. Sabre’s Community Product Plan Voting

10. Training in Inventory Control, Incidental Alterations & Schedule Change

B) REVENUE INTEGRITY MANAGEMENT & POST FLIGHT ANALYSIS (RIM & PFA)

Maintain and manage Revenue Integrity Management activities to clean inventory by eliminating non- productive bookings created in the system and thus releasing seats for resale. This ongoing function contributes significantly to improved RPKs and seat factor.

Planning, development and implementation of auto-flight firming in-house software for detection and cancellation of PNRs with fictitious ticket numbers thus strengthening the Flight Firming process. Monitors selling outlets and manages the penalizing program to control inventory abuse.

Development and management of post departure flight reports, advance load reports, denied boarding reports, RIM, Reports, FICTIC Report, VCR synchronize reports, Incidental Changes reports for VOC savings etc. are worked out, complied and made available for Management - for decision making and planning flight strategies.

Monitoring post departure reports to evaluate flight performance flight trends and sending them to Controllers for planning optimal inventory parameters, taking remedial measures to control no-shows, investigating and resolving complaints.

Managing post dated information record and making it available to stations for processing refunds and handling complaints and other investigative matters.

Developing and reinforcing SOPs for related function and ensuring their implementation.

C) RESERVATIONS & TICKET SYSTEM

Evaluates and implement new Reservation and ticketing products offered by Sabre MH to keep the System at par with other Airlines/ competitors.

(21)

Assess training needs and arrange same for relevant areas on the network.

Sets and maintains standards for the new products acquired improve productivity, efficiency and passenger service.

Maintains reservation and ticketing database.

o Develops SOPs and ensures their circulation implementation.

o Monitors selling outlets for compliance to SOPs, trouble-shoots all reservations and ticketing issues faced by PIA offices on the network.

o Responsible for automation of new PIA Offices/GSAs thus playing an important role in broadening the distribution base of PIA.

(22)

4. INVENTORY CONTROL

I. Purpose

A- INVENTORY CONTROL FUNCTIONS

To optimize revenue by dynamic management of Authorization Levels, Segment Limit Sale values and over bookings profiles of R.M flights that have undergone Incidental Changes in the schedule and Non R.M. flights.

B- SEAT CONFIRMATION

To facilitate and support PIA Offices on the network in giving seat confirmation in the highest RBDs to sustain loads, especially after flight checks, and to passengers facing emergencies and or affected by changes in schedule etc. Manage waitlist clearance and overbook flights within approved parameters /profiles.

II. Scope

Inventory Control and Operations Flight Operations, Situation Room Procedures Bureau Sales & Selling outlets

III. Key Responsibilities

.G.M. Inventory Control Manager Inventory Control Manager Operations Manager Hajj & Umrah

Shift Duty Managers

In Charge City/Assistant Manager IV.Procedure

Dynamically control flight through native entries, to keep inventory parameters optimal at all times based on inputs from Pricing and Inventory Management Section, PK Stations, market competition / flight trends etc. Manage waitlist clearance in higher RBDs to sustain loads at all times, confirm seats selectively from waitlist, within 12 hours of departure when auto-confirmation through the system gets inhibited.

Ensure flight is firmed and released within approved parameters.

Monitor and evaluate post flight reports to plan / manage future flights. Take corrective action to further reduce No-shows and improve seat factor.

V. Reference Documents

 Sabre Restricted Entry Manual (REM)  Sabre Inventory Manual

 PIA FOCUS (F*PIA)  PIA STAR (N*INDEX) VI. Related Records

 Flight History  PNR & PNR History  Post Flight Reports

(23)

PROCEDURE FOR FLIGHT FIRMING

5.1 SOP FOR FLIGHT FIRMING FOR DOMESTIC & INTERNATIONAL FLIGHTS.

I. Purpose

Flight Firming is an internal procedure where by an Airline undertakes verification of its reservations records for:

a) Optimum utilization of seats allocated by Pricing & Inventory Management and sold through various distribution channels.

b) Improving the quality of PNRs for facilitating passenger travel/service.

Flight Firming is carried out as ongoing regular exercise to:

Reduce No-Shows

Release seats for resale

Improve utilization of space/revenue (RPK seat factor)

Improve passenger service

II. Scope

ICO & Pricing and Inventory Management Section

Sales Offices

PIA Reservations & Ticketing Offices/PIA Call Centre

Travel Agents

III Key Responsibilities

D.G.M Inventory Control & Operations

Manager Inventory Control

Manager Operations

Shift Duty Managers

Assistant Manager/Supervisor/Analyst/Reservations & Ticketing Officers/Assistants

IV. Procedure

5.1.1 Pricing and Inventory Management

Section shall be responsible for evaluating and manually setting/adjusting inventory levels through Sabre Native entries both during advance and current period.

5.1.2 Inventory Control & Operations

(24)

Incidental Changes only, and shall be responsible for confirming seats for individuals & groups in the highest RBDs i.e. C, P & Y.

5.1.3 Authorization and SLS values of Non RM Flights /Code Share shall be managed by Inventory

Control and Operations.

5.1.4 CONDITIONS OF INCIDENTAL CHANGES IN SCHEDULE

 Change of Equipment.

 Change of Configuration

 Combined Operation of Two Flights

 Rerouting: Over fly /Add Leg/Cancel Leg/Insert Leg

 Flight Cancellation/Replacing Section

 Creation of Extra Sections

 Payload Restriction on Individual Flights

5.1.5. SETTING & ADJUSTMENTS OF INVENTORY PARAMETERS Authorization Levels Segment Limit Sale VMWL

VMIW Giving priority to genuine requests (JL)

Cancellation/Confirming of Passengers:

VCR Synchronization

Time Limit / Onward Confirmation

Duplicate Check Group Booking Confirmation from Waitlist Overbooking action (under approved conditions)

Special Reservation follow up Special Services request & follow up

5.1.6 STANDARD PERIOD OF FLIGHT CHECK

Flight Check is conducted at two periods before flight departure keeping in view the available flight loads /seasonality, trend of flight/ region and the specified Time Limit Parameters. The intervals maybe adjusted according to the defined Lean/Peak/Shoulder periods during Advance and Current period by the Analyst in consultation with the Station and Route Manager.

a) ADVANCE CHECK FOR INTERNATIONAL FLIGHTS

1. 28 Days before Flight Departure 2. 21 Days before Flight Departure 3. 11 Days before Flight Departure 4. 07 Days before Flight Departure

b) CURRENT CHECK FOR INTERNATIONAL FLIGHTS

1. 72 Hours before Flight Departure 2. 48 Hours before Flight Departure

(25)

3. 24 Hours before Flight Departure

4. 12 Hours to 04 hours flight prior departure (or boarding on)

5.1.7 ADVANCE CHECK- PEAK SEASON DOMESTIC FLIGHTS Eid Flights / Special Events Movement

1. 30 Days before Flight Departure

2. Monitoring at intervals according to requirement until Current Flight Check

5.1.8 CURRENT CHECK FOR DOMESTIC FLIGHTS

1. 07 Days before Flight Departure 2. 72 Hours before Flight Departure 3. 48 Hours before Flight Departure 4. 24 Hours before Flight Departure

5. 12 Hours to 04 hours flight prior departure or boarding on

5.1.9 FLIGHT CHECK TABLE

A flight Check Table has been fed in the system that must be referred to by the Reservations Ticketing Officers/Analyst to determine the flight numbers/day on which each flight needs to be firmed and/or as advised by the in charge of the respective city. The Flight Check Table has been built city-wise according to different regions and is updated by Procedures Bureau after every Major Schedule Change.

This table can be displayed in the STAR N*INDEX

Inventory Controllers shall carry out light Firming on:

DOMESTIC Flights

OUTBOUND International Flights from Pakistan

Over view of INBOUND International Flights to Pakistan

Adjustments of Inventory Parameters i.e. Authorization and Segment Limit Sales during specified periods. Reviewing and Monitoring of Flight Check being carried out by PIA Stations.

PIA Call Centre carries out a 7 day check on International Flights ex-Pakistan

according to load percentage.

FOR UPDATES REFER:

F*FMH F*REM F*PIA N*INDEX

(26)

5.1.10 INVENTORY TOOLS FOR FLIGHT CHECK

1. VIE 2. VIL 3. VIS 4. VIH 5. VIF

6. FLIFO check to verify change in flight times and route 7. Reconciliation Checks

8. Special Function Name lists i.e. LD, LW, LO, LI etc. 9. Validity check of Manual /E ticket (VCR SYNCH) 10. Fictitious Ticket Number checks from assigned Queue

5.1.11 FLIGHT ELATED HECK TO VERIFY

a. Equipment b. Actual Capacity c. Authorization Level d. Segment Limit Sale Value e. Flight Route

f. Waitlist count with indicators g. Facts

h. FLIFO

i. Reconcile Flight for fixing flight discrepancy

5.1.12 PNR QUALITY CHECK:

MANDATORY ELEMENTS OF A PNR

To ensure that the PNR has been created according to the prescribed format and its contents i.e. each element in the PNR is accurately recorded.

Mandatory Fields of a Host booked PNR must be present; if not a follow up action must be taken. The required Optional Elements must be scrutinized for accuracy.

Mandatory Fields Prefix

1. Name Field

-2. Segment 0

3. Phone Field (Passenger contact) 9 4. Ticket or Time Limit Field 7 / 8

(27)

Controlled Copy - Do not duplicate without prior permission. VCR CHECK

Host Booked PNR(s) TTY PNR(s)

1. Name Field 1. Name

2. Segment 2. Segment

3. Phone Field (Passenger contact) 3. Ticket

4. Ticket 4. Time Limit (in OSI)

5. Time Limit Field 5. Host Facts Field 6. Received Field 6. Received

7. Remarks 7. Record Locater

8. Host Fact Field

9. General Fact Field 10.Award Plus (Frequent Flyer Field)

Important Note:

1) With the introduction of E-Ticketing “VCR” Synchronization has become mandatory during Flight Firming.

2) For details on auto management of TIME LIMIT refer notes on Revenue Integrity Management (RIM).

FOR UPDATES REFER:

F*PIA F*FMH F*REM F*INDEX

5.1.13 PNR CHECK FROM LD

1. Name 2. Segment 3. Duplicate Check

4. Confirmation from waitlist

Optional Fields

6. Remarks 5 / 5H

7. Host Fact Field 4

(28)

5. Inbound / Arrival Flight Status 6. Outbound / Onward confirmation 7. Passenger Contact

8. Ticket Numbers/E-ticket/VCR synch 9. Time Limit 10. Group Booking 11. APIS 12. Schedule Change 13. Special Reservations 14. Special Services 15. Old Bookings

NAME FIELD - Dash

Host Booked PNRs

Name update of Group booking respective city QP/XXX51/15 (Low RBD) Name update of Group booking respective city QP/XXX52/15 (High RBD) Name/APIS format correction QP/XXX41/200

Special Reservations QP/XXX100/37

Send follow up Message in Remarks 5H / 4OSI / SSR and Q place on respective Queue of station / send an email on respective address

Note:

XXX in above e.g. to be replaced by respective pseudo city code.

TTY PNRs

Duplicate Bookings

Duplicate /multiple bookings mean that when two or more reservations are made for the same passenger, and it is evident that the passenger will not be able to use more than one.

A request to change a reservation which involves the holding of space on one flight pending confirmation of an alternative reservation does not constitute a duplicate reservation.

Duplicate and multiple booking situations:

a. Same flight /same date/different class of service/same PNR. b. Same flight/same date /different class of service/different PNRs. c. Same flight/different dates same PNR.

d. Different flights in same PNR.

If duplicate bookings are found action taken will depend on the circumstances.

1. During the flight check if a PNR is found with passengers holding reservations in two different classes on the same flight e.g. Y & C and it is determined from history that the two class of service were booked in a single transaction e.g.

(29)

PK 306 Y 20 APR KHI LHE

PK 306 C 20 APR KHI LHE For Host Booked PNRS

Message must be inserted in Historical Remarks 5H

5H ADSP RUSH FNLZ CLASS OF TRAVEL

The PNR must be placed on the queue of the booking/phone city for follow up

TELETYPE PNR

Send ADSP message in 5QQ

5QQ SSR OTHS 1B FNLZ CLASS OF TRAVEL 5QQ SSR ADB PNR DUPE WITH GTBHYS

1. The booking must be finalized according to advice. In case no response is received, the first segment shall be treated as passengers preferred class of travel and retained. The next segment in C class (regardless of the yield) shall be cancelled in the next flight check.

2. In case when the two flights are booked in same/different dates in two separate transactions, the most recent should be retained and the rest must be cancelled without advice after verifying from history. In case of difference in class a verification message must be sent to booking source. In case of no response from Other Airlines and Travel Agent same may be coordinated through the PIA local office.

3. When more than one agency or office is involved, the respective PNRs will be verified with each agent / office for cancellation of the duplicate booking.

Check list LD sort alphabetically and identify duplicate bookings / fictitious blockings. Take prints to the City Controller for action.

Arrival / Inbound Connection Host Booked PNRS

Ensure arrival flight is confirmed (check with local airline) Minimum Connecting Time.

For returning passengers check ACSI status in PNR i.e. whether passenger traveled or was no show using G Entry.

Ensure arrival passengers have been contacted for reconfirmation of their bookings according to existing procedures in F*PIA If arrival connection flight is within 72 hours, do not cancel booking.

TTY PNRS

Ensure arrival flight is confirmed

Verify arrival details / time from other airline / GDS using 5QQ method Minimum Connecting Time

Arrival passengers have reconfirmed their bookings if and when required, according to existing procedures

(30)

If arrival connection flight is within 72 hours, do not cancel

Onward / Outbound Connections

Check flight status of onward connections Minimum Connecting Time

Use PBIF entry and LI / LO to check Inbound/Outbound Connections

Minimum Connecting Time Entries – MCT

T*CT-AIRPORT T*CT-AIRPORT-P VCT* VCT*1/2

Ensure minimum connecting time intervals have been adhered to when interline connections are involved and misconnected passengers have been accommodated on appropriate flights

Confirmed from Waitlist – KL in Host Booked PNRs

Advance Flight Check – send message for update of KL. Cancel in next flight check if not updated.

Current Flight Check - See time of KL action from history. If not updated to HK / RR cancel after a reasonable time lapse.

PASSENGER CONTACT – 9

Passenger personal contact at origin, intermediate and turn around point must be obtained from the booking source to facilitate flight firming and customer service after office hours/ public holidays.

PNRs which do not include correct passenger contact are likely to be cancelled during flight check.

A message must be sent to booking source to obtain and insert passenger telephone/cell number in the PNR, it is important for advising any changes in the flight schedule (delay, early departures, cancellation, rerouting etc.)

TICKET FIELD – 7

TYPES OF TICKETS

There are three types of Tickets in PK PNRs

MANUAL TICKET TKNM

AUTO TICKET OR PAPER TICKET TKNA E TICKET TKNE MANUAL TICKETS

Manual Ticket is a multi copy carbonized ticket in which the required ticketing data is filled manually on the IATA/Airline approved ticket format. After issuing a manual ticket, it is entered in the sales/accounting record in the system.

(31)

Controlled Copy - Do not duplicate without prior permission. AUTO TICKET

It is also a multi copy carbonized ticket designed for use in various printing devices/machines for which data may be computer- generated but may not be issued manually i.e. neither hand-written nor type-written.

E-TICKET

E-Ticket is the type of ticket which does not require the issuance of paper value document. In spite of that it is a soft copy of ticket issued electronically by virtue of paper coupons. A historical record of all actions occurred are maintained on the e-ticket file.

VCR (VIRTUAL COUPON RECORD) ENTRIES *VI (VIRTUAL ITINERARY) DISPLAY

Displays Segments-VCR Association and VCR Status

VCR COUPON DATA ABDUL/GHANI MR

SEG 1 2142121634384 C01 12SEP Y ISBLHE OK

SEG 2 2142121634384 C02 12SEP H LHEJED OK

SEG 3 2142121634384 C03 30SEP H JEDKHI OK

SEG 4 2142121634384 C04 01OCT Y KHIISB OK

*VCR (Display VIRTUAL COUPON RECORD)

1. TE 2142121634384 1.1 ABDUL/GHANI MR 2. TE 2142121634385 2.1 NOOR/ULHUDA MRS 3. TE 142121634386 3.1ABDUL/BASITMR

*VCR1 (Display Virtual Coupon Record No.1)

*VCR2 (Displays coupon Record of Pax Two)

VCR*H (Display VCR History)

(32)

VCR*CALL (Display Coupon Details)

VCR*C1 (Displays

Selected Coupon Details) FOR

DETAILS REF:

F*FMH/VCR/STATUS/CODES

VOID TICKETS IN A PNR

E.G TV 2142106769499 VOID ISB43BM 1302/05SEP

REVALIDATION & REASSOCIATION:

When there is a modification in a PNR like FLT-change & Date-change, then that PNR has to be Revalidated/Associated. The association of PNR with the VCR is mandatory in e-ticketing. If PNR & VCR is not associated then there are chances that the PAX may be off-loaded.

CLAIMED PNR

Claimed PNRs are those PNRs created by Call Centre and later on claimed by travel agents for ticketing.

Important:

A PNR created by Call Centre and claimed by travel agents must have a time limit in the PNR. A ticketed PNR can not be CLAIMED by agents for ticketing.

VCR SYNCHRONIZATION WITH SEGMENT IN A PNR:

Association, Disassociation & Revalidation of PNR & VCR is synchronization.

ASSOCIATED PNR/VCR

Associated PNRs are those PNRs in which Segment and VCR is Associated with each other i.e. the segment in the PNR and VCR is same.

DISASSOCIATED PNR

After issuance of ETICKET, if any change occurs in FLIGHT, CLASS, DATE in a PNR, then VCR is DIS-ASSOCIATED. It means VCR data is not matching with the Reservation Data, Association of PNR is Mandatory

Host Booked PNRS Auto ticket

Ticketing of Host PNR (PK Offices):

In case of auto ticketing, first line in ticketing field will begin with T- and will show ticketing date and the ticketing agent. Second line will begin with TK and will show ticket number, ticketing date and the ticketing agent.

(33)

Controlled Copy - Do not duplicate without prior permission. 1. T-11FEB-SDT43SC

2. TK 2142402320730 ABDUR/R SDT43SJ 1253/31JAN 3. TK 2142402365302 ABDUR/R SDT43SC 1102/11FEB Manual Ticket

Insertion and/or transmission of tickets manually is allowed only when ticket stock has been approved and placed with PIA Office /GSA and or at times there is another Airline segment with whom PIA has no Interline-e-ticket. Verify In case of no ticket number it must be obtained by sending messages in 5H in case of Host-Booked PNR and Queue places on respective creating city.

5H ADTK BY 10APR03 OR BKG WILL BE XLD QP/XXX01/PIC CODE Manual Ticket insertion in a TTY PNR by Agent

The first line in ticketing field begins with T and has date of issue of ticket which cannot be changed by agent. Second line begins with TK- and comprise of ticket number. SSR TKNM is also appended in the PK Facts field.

Send a verification message in the PNR asking for a valid reason for entering a manual ticket.

TTY PNR

Auto-Ticketing of TTY (Agent’s PNR) by Agent / PIA Office

The first line in ticketing field begins with T and has date of issue of ticket which cannot be changed by agent. Second line begins with TK- and comprises of ticket number.

SSR TKNA is also appended in the PK Facts field (4SSR)

PNR must contain an auto-ticket number and a PK Facts SSR TKNA field. If not, the selling office must be contacted for correction of the ticket number.

After follow up, if the correct number is not inserted, the PNR must be cancelled in the next flight check with remarks:

5QQ SSROTHS 1B XLD DUE FICT TKT NBR Example:

1.1ABDUR/REHMAN KHAN MR 2.1 ABDUR/REHMAN KHAN MRS 3.1IMRAN/MRS 1 PK 300T 07MAR T KHIISB RR3 0700 0855 /E 4KHI/OUT0711 OFF0721 *2034 2ISB/IN0900 *2224 TKT/TIME LIMIT 1. T-06MAR

2. TK 2142423493719 ABDUR/R SYSSYS 1224/06MAR 3. TK 2142423493720 ABDUR/R SYSSYS 1224/06MAR 4. TK 2142423493721 IMRAN/M SYSSYS 1224/06MAR

(34)

PK FACTS

1. OSI PK 1INF 1HAMMAD/INF 11MTHS 2. OSI PK CTCP KHI 0333 3003366

3. SSR TKNA PK HK1 KHIISB0300T07MAR/21424234937193 4. SSR TKNA PK HK1 KHIISB0300T07MAR/21424234937204 5. SSR TKNA PK HK1 KHIISB0300T07MAR/21424234937215

Manual Ticket insertion in a TTY PNR by Agent

The first line in ticketing field begins with T and has date of issue of ticket which cannot be changed by agent.

Second line begins with TK- and comprise of ticket number.

SSR TKNM is also appended in the PK Facts field.

Send a message in the PNR asking for a valid reason for entering a manual ticket. After follow up if the correct number is not inserted, the PNR must be cancelled in the next flight check with remarks:

QQ SSROTHS 1B XLD DUE FICT TKT NBR Example:

1.1AHMED/ATIQ MR

1 PK 300T 07MAR T KHIISB RR1 0700 0855 BPI /E 1. T-06MAR

2. TK 2142423326161 AHMED/A SYSSYS 0333/06MAR

PK FACTS

3. SSR TKNM PK HK1 KHIISB0300T07MAR.21424233261614

Manual Ticket insertion in a TTY PNR by a PIA Office

Manual ticket inserted by PIA Staff will be seen in PK facts as

SSR TKNM: PK FACTS

1. OSI PK CTCP KHI0800 1119

2. SSR TKNM PK 745K22APR/2144401234568 NN1

PK staffs who has added the ticket will be available in the history of PNR:

HISTORY

A4S SSR TKNM PK 745K22APR/2144401234568 NN1-AZEEM/BURHAN MR A7 T -2144401234568 R- T E S T /TKT MANUAL

Ticket added by PK Office

(35)

Non Automated Offices may issue manual tickets if permitted by PIA.

PIA Manual Tickets always begin with 214 - 410 / 420 / 440. It is important to verify this.

Important Notes:

If TKNM is followed by another ticketing entry i.e. TKNA with new ticket number, the PNR must

not be cancelled to prevent mishandling of passengers.

In case an automated agent/office is honoring a manually issued holding ticket, the details of the issuing office must be recorded in the historical remarks.

List of Automated and Non Automated Offices / Travel Agents must be referred to while taking above action.

For PNRs on Time Limit, Ticket number should be obtained by sending messages in the following format:

5QQ SSROTHS1B ADTK BY 10APR03 OR BKG WILL BE XLD

Message may be sent to PK board point station to follow up with the local Airline Office.

E-TICKETING

Flight Check and VCR

1. To identify the ticket field of a PNR for verification of a VCR, display the VCR data using Sabre entry:

*VCR

2. The VCR data must reflect identical ticket numbers visible in Line Number 2 of the ticket field i.e.:

2. TE 2142102337148 FATIM/A KHB43MX 1151/04FEB

Determine the association of VCR with the segment in the PNR by displaying the VCR data by*VI entry The segment in the PNR and VCR must be identical, if not must be updated.

Response:

SEG 1 2142102337148 C01 07FEB T KHILHE OK

To ascertain the association or disassociation of a VCR/PNR.

3. If a PNR is disassociated from the VCR after a *VI entry Response:

SEG** 2142102337148 C01 07FEB T KHILHE OK

Then the flight check agent is required to take necessary action for its re-association to ensure smooth c h e c k in at the time of flight departure.

(36)

remains associated with the PNR by making *VI to avoid mishandling during check in at the airport.

5. Flight check agent shall ensure that all VCR affected by Schedule Change remains associated with a PNR by displaying the passenger list of electronic ticketed PNRs (LDE300/20FEBKHI) to view and correct VCR data by making entry *VCR and *VI.

6. The VCR shall result in disassociation whenever a name is corrected in a PNR. Flight check agent must that the PNR remains associated with VCR by displaying the VCR data *VCR and *VI to avoid

mishandling at the time of check in.

Note:

According to the present procedure, name correction is not allowed in E-Ticketed PNRs.

TIME LIMIT – 8

REFER RIM – TIMELIMIT DETAILS IN PIA FOCUS

Time limits parameters are now being auto generated and enforced by RIM, Sabre Sonic robotic software, these must be verified during flight check and in case of error same must be reported to Procedures Bureau.

Host Booked PNRS

Bookings on time limit are Auto cancelled by RIM, according to the parameters specified by PIA and time limit is generated in 5H field.

A booking found with an expired Time Limit must be cancelled with historical remarks 5H XLD

DUE TLT EXPIRED / Received 6 XTL

TTY PNRS

Bookings on time limits are auto cancelled by RIM and time limit assigned by Rim is generated in the SSR field of the PNR.

Reason for cancellation should be entered in the 5QQ and sent to the booking source. In case of error please contact Procedures Bureau and after verification send corrected time limit in message to Travel Agent through 5QQ.

Only PK segments should be cancelled.

Other airline segments should be removed from the face of the PNR using XK entry, so that no cancellation message is generated to that airline / GDS and segment is stored in the history of the PNR.

The booking GDS/airline will take care of the OA segment

SCHEDULE CHANGE ADVICE

Ensure that the change has been conveyed to all concerned and the PNR has been updated with appropriate codes.

Host Booked PNR

Segment with Action Code WK has been cancelled

Segment with Action Code SC has been changed to HK after passenger has been advised Queue place and follow up for update.

(37)

Controlled Copy - Do not duplicate without prior permission. TTY PNR

Schedule change message is sent and placed in the queue of the respective GDS, automatically and the code is changed to HK

Send a reminder in 5QQ to prompt the Agent to reconfirm booking if required Queue place and follow up for update.

PRE RESERVED SEATS and ADVANCE BOARDING PASS-LS

List of pre-reserved seats is checked to ensure that in case of an equipment change the passenger holding city check in boarding pass has been accommodated on his original seat. If not the PNR must be placed on queue 15 of respective city for advice to passenger. Follow up in 72 hour check.

RECEIVED FIELD - 6

The Host booked PNR must contain the name of person making the booking. Abbreviations must not be used.

SPECIAL SERVICES REQUESTS – SSR OTHER SERVICES INFORMATION - OSI

3-4SSR field of TTY PNRs is reflected in the PNL of OA & PK respectively.

3-44SSR / 3OSI field of Host Booked PNRs is reflected in the PNL of OA & PK respectively.

MANUAL TICKET INSERTION IN A TTY PNR BY AGENT

The first line in ticketing field begins with T and has date of issue of ticket which cannot be changed by agent. Second line begins with TK- and comprise of ticket number.

SSR TKNM is also appended in the PK Facts field.

Send a message in the PNR asking for a valid reason for entering a manual ticket. Passengers with special service request must be checked to ensure that the required information has been provided in the appropriate field. Send follow up messages to selling office for details.

PFX 300/6MARKHI

Removal of all irrelevant Remarks, Host facts and GFAX fields especially those related to flown segments.

5.1.14 SPECIAL RESERVATIONS

Stretcher Case Unaccompanied

Minors Extra Oxygen Requirement

Miscellaneous Special Requests

(38)

must be handled carefully. Print out of PNR should be given to the in-charge Special Reservation Desk who coordinates and confirms these bookings after arrangements have been finalized.

5.1.15 GROUP PNRS

GROUP BOOKINGS IN LOWER RBDS

In charge of each city shall be responsible for Group confirmation in lower RBDs, approved and sent by Pricing & Inventory Management on the e-mail with PNR being placed on Q-51 of respective city, with the approval and MRU after travel. Follow up PNRs shall be handled in Q-51 of respective city.

GROUP BOOKINGS IN HIGHER RBDs:

In charge of each city shall be responsible for Group confirmation in higher RBDs, subject to availability, when request is received from Sales through email and or PNR placement in Q-52 of respective city. Follow up PNRs shall be handled in Q-52.

FOLLOW UP:

1. Names have been received and updated 2. Groups are reconfirmed and ticketed

3. Multi-segment PNRs have been confirmed in coordination with respective City in-charge

4. The Origin and destination in a segment shall determine the city of control e.g KTM-KHI-LHE will be dealt by city ZQT and or UET-KHI-YYZ shall be handled by city ZQP in close coordination with the in-charge of Domestic city.

5.1.16 INVENTORY DISCREPANCY OST IMMEDIATE

Please advise discrepancy to City Supervisor for action

Flight maybe reconciled if discrepancy is within threshold discrepancy exceeding the threshold MUST

BE IMMEDIATELY notified to Procedure Bureau for investigation and reconciliation

KK300 / 20APR

KK300 / 20APR / ADJ

(39)

Controlled Copy - Do not duplicate without prior permission. 5.1.17 QUICK REFERENCE PSEUDO CITIES IN CRC

PSEUDO CITY REGION

ZQP USA, Europe & Canada

ZQY UK

ZQT FAR EAST

ZQR SAUDI ARABIA

CQO GULF

ZQV PAKISTAN (DOMESTIC)

GROUP BOOKINGS FOLLOW UP Q51-Q52 FOR EACH CITY

SELECTED INVENTORY DISPLAY ENTRIES

VIE300/10JANALL Display all legs of flight VIE711/10JANISB Display all legs of flight with BRD city VIE787/11JUNALL* Display large party count all legs of flight

VIE787/11JUNALL*@ Display positive space/non-revenue count for all legs of flight VIL300/10JANALL Display all board points

of flight VIL711/10JANISB Display specific leg only VIL787/11JUNALL* Display large party count VIL787/11JUNALL*@ Display positive space non-revenue count VILI1 Display from line 1 of CPA

VILI1/2 Display from line I and 2 of CPA VIS300/10JANALL Display all legs of flight VIS711/10JANISB Display all legs of flight with board city VIS787/11JUNALL* Display large party count all legs of flight

VIS787/11JUNALL*@ Display positive space non-revenue count

INVENTORY HISTORY DISPLAY

VIH123/25MAY Display Flight History VIH411/02JAN*K Display „K‟ class History

VIH737/30JAN*AU Display all authorization Modifications

(40)

VIFPK300/10FEB

FLIGHT INFORMATION (FLIFO)

2300/12FEB FLIGHT INFORMATION/ROUTE/ ARRIVAL /DEPARTURE/DELAY

SELECTED NAME LISTS

LD COMPLETE NAME LIST LW WAITLIST

LP LARGE PARTY LIST

LR RECONFIRMATION EQUIRED

LI INBOUND LIST

LO OUTBOUND LIST

LS PRE RESERVED SEATS LIST

LK CONFIRMED FROM WAITLIST

(KL) LX CANCELLED PASSENGERS

LH POSITIVE SPACE AND JUMP SEAT LC CREW LOCKING

LB LAST BOOKED

LT (Q Place only) TTY/OTHER AIRLINES PNR LIST

PFX SPECIAL SERVICES REQUIRED PUN UNTICKETED / NON DATA PNRS / TIME

LlMIT PBIF BOARD POINT INFO / INBOUND - OUTBOUND CONNECTIONS

Selective Name List Display after Basic List Entry

L1* DISPLAY FIRST NAME FROM LIST

L*R DISPLAY NAMES

BEGINNING WITH R L*KH DISPLAY NAMES BEGINNING WITH KH L*KHAN DISPLAY NAMES BEGINNING WITH KHAN

(For complete display: F*FMH/NAME LIST) SELECTED PIC CODES

0 CONFIRM TO PASSENGER

1 CONFIRM TO PASSENGER

2 UTR OR LMTC

5 ADVISE FLIGHT INFORMATION

6 ADVISE SCHEDULE CHANGE

7 TICKETING ARRANGEMENT

8 TIME LIMIT EXPIRED

9 FIRM

11 SEE REMARKS

(41)

13 2ND REQUESTS FOR REPLY

16 SEE FACTS

18 SPECIAL MEAL

27 FLIGHT CANCELLED

32 DUPLICATE SEGMENT IN ITINERARY

86 REBOOK PRE-RESERVED SEAT

120 SEE PNR HISTORY

183 FREQUENT TRAVELLER

200 APIS

(For complete display: QI*SYS)

HISTORICAL REMARKS EXAMPLES FOR HOST BOOKED PNRS

5H ATTN KQC RUSH RR IF DEF/CRC 12FEB

5H ATTN LHE ADV KL AND UPDATE PNR/CRC 12FEB 5H KHB ADV UM DTLS

5H HDD ADTK BY 1200/10FEB OR WL XX BKG/CRC 12FEB

SOME SSR MESSAGE EXAMPLES for TTY PNRS

5QQ SSROTHS 1B NO ALTN AVBL

5QQ SSROTHS 1B NN TIMES TO PROVIDE ALT 5QQ SSROTHS 1S ADSP HOLD ONE SEG/CRC 12FEB 5QQ SSROTHS 1B ADV PSPT DTLS/CRC 12FEB

5QQ SSROTHS 1G ADV PSPT IN APIS FORMAT/CRC 10JAN

5QQ SSROTHS 1B ADTK BY 1200/10FEB OR WL XX BKG/CRC 12FEB 5QQ SSROTHS JL ADV UM DTLS

5QQ SSROTHS 1B RUSH RR IF DEF/CRC 12FEB

5QQ SSROTHS 1B CHK DUPE WITH HFRTUY/CRC 12FEB

FLIGHT CHECK Quick Reference ADVANCE FLIGHT CHECK

28 DAYS CHECK VIE FACTS Time Limit

Un-Ticketed PNRs Passport / Visa Details Special Reservations Dupe Check ADSP APIS/AQQ Inactive Waitlist Send Messages for any follow up required (in appropriate AIRIMP format)

21 DAYS CHECK

VIE FACTS Time Limit Parameters Un-Ticketed PNRs

Passport Visa Details Dupe Check ADSP APIS/AQQ

Special Reservations Inactive Waitlist

(42)

Controlled Copy - Do not duplicate without prior permission. 14 DAYS CHECK

VIE FACTS

Time Limit Parameters Un-Ticketed PNRs Passport Visa Details Dupe Check ADSP APIS/AQQ Special Reservations

Inactive Waitlist

Send Messages for any follow up required (in appropriate AIRIMP format)

07 DAYS CHECK VIE FACTS LW

LD

Arrival / Onward Flight Status

Time Limit Parameters Un-Ticketed PNRS Passport Visa Details Dupe Check - ADSP APIS/AQQ Special Reservations

Reconcile Inventory

Send Messages for any follow up required (In appropriate AIRIMP format)

CURRENT FLIGHT CHECK

72 HOURS CHECK VIE FACTS LW

LD

Arrival / Onward Flight StatusTime Limit Parameters Un-Ticketed PNRs Passport Visa Details APIS/AQQ

Special Reservations Reconcile Inventory

Send Messages for: Non Reconfirmed PNRs to KQC/ PK Stations

Time-Limit / Un-ticketed PNRs Passport / Visa details missing PIS/AQQ

Check Stretcher / UM / Special Handling Cases Dupe Check – ADSP

Arrival / Onward HL or DS

48 HOURS CHECK

FACTS LWLD

Arrival / Onward Flight StatusTime Limit Parameters Un-Ticketed PNRs Passport Visa Details APIS/AQQ Special Reservations – Finalize

Reconcile Inventory Dupe Check – ADSP

Cancel:

Time-Limit / Un-ticketed PNRs

Passport APIS/AQQ / VISA details missing Arrival HL or DS Non