Reservations Services Manual, 24th Edition effective 1 ... - IATA

Reservations Services Manual
Entreprise Version
Effective 1 September 2012
24th Edition

Reservations Services Manual
Entreprise Version
Effective 1 September 2012
International Air Transport Association
Montreal—Geneva
24th Edition

NOTICE
DISCLAIMER. The information contained in this
publication is subject to constant review in the light
of changing government requirements and regulations.
No subscriber or other reader should act on
the basis of any such information without referring
to applicable laws and regulations and/or without
taking appropriate professional advice. Although every
effort has been made to ensure accuracy, the
International Air Transport Association shall not be
held responsible for any loss or damage caused
by errors, omissions, misprints or misinterpretation
of the contents hereof. Furthermore, the International
Air Transport Association expressly disclaims
any and all liability to any person or entity, whether
a purchaser of this publication or not, in respect of
anything done or omitted, and the consequences of
anything done or omitted, by any such person or entity
in reliance on the contents of this publication.
© International Air Transport Association. All
Rights Reserved. No part of this publication may
be reproduced, recast, reformatted or transmitted
in any form by any means, electronic or
mechanical, including photocopying, recording
or any information storage and retrieval system,
without the prior written permission from:
Senior Vice President
Marketing and Commercial Services
International Air Transport Association
800 Place Victoria
P.O. Box 113
Montreal, Quebec
CANADA H4Z 1M1
Reservations Services Manual—Entreprise Version
Material No: 9078-24
ISBN 978-92-9233-995-1
© 2012 International Air Transport Association. All rights reserved.
Montreal—Geneva

Table of Contents
Preface.......................................................................................................................................................................... xi
Chapter 1—Introduction to Reservations Services ..................................................................................................1
1.1 Purpose ......................................................................................................................................................... 1
Chapter 2—Reservations Services Processes..........................................................................................................3
2.1 General.......................................................................................................................................................... 3
2.2 Roles in the Life of a Passenger Booking .....................................................................................................3
2.2.1 The Role of Reservations...............................................................................................................3
2.2.2 The Role of Pricing.........................................................................................................................4
2.2.3 The Role of Ticketing .....................................................................................................................5
2.2.4 The Role of Departure Control .......................................................................................................5
2.3 Role of Airline Offices.................................................................................................................................... 6
2.3.1 Reservations Control Offices..........................................................................................................7
2.3.2 Reservations Sales Offices ............................................................................................................7
Chapter 3—Reservations Services Systems (RES Systems) ..................................................................................9
3.1 General.......................................................................................................................................................... 9
3.2 Types of RES Systems ................................................................................................................................. 9
3.2.1 Manual System............................................................................................................................... 9
3.2.2 Automated System ......................................................................................................................... 9
3.3 Categories of RES Systems.......................................................................................................................... 9
3.3.1 Onsite System ................................................................................................................................ 9
3.3.2 Hybrid Site System.......................................................................................................................10
3.3.3 Hosting System ............................................................................................................................10
3.3.4 Hosted System ............................................................................................................................. 10
3.4 Security of the RES Systems ......................................................................................................................10
3.5 Computer Reservations Systems (CRS).....................................................................................................10
3.6 Travel Agency Systems ..............................................................................................................................11
3.6.1 Multi-Access System ....................................................................................................................11
3.6.2 Single-Access System..................................................................................................................11
Chapter 4—Code of Reservations Ethics ................................................................................................................13
4.1 General........................................................................................................................................................ 13
4.2 Responsibility of Airlines, Other Providers and CRSs ................................................................................13
4.2.1 Booking Space or Services ..........................................................................................................13
4.2.2 Cancelling Booked Space or Services .........................................................................................13
4.3 Responsibility of Travel Agents...................................................................................................................14
4.4 Standard Telephone Procedures ................................................................................................................14
4.4.1 Conversations between Travel Agents and Airlines or Other Airlines..........................................14
4.4.2 Conversations between Airlines ...................................................................................................16

Reservations Services Manual
4.5 Guidelines on Correct Usage of Computer Reservation Systems (CRSs) .................................................16
4.5.1 Live Bookings ............................................................................................................................... 16
4.5.2 Cancel .......................................................................................................................................... 16
4.5.3 Ticketing ....................................................................................................................................... 16
4.5.4 Queues ......................................................................................................................................... 16
4.5.5 Multiple CRSs............................................................................................................................... 16
Chapter 5—Communications .................................................................................................................................... 17
5.1 General........................................................................................................................................................ 17
5.2 Communications Systems........................................................................................................................... 17
5.2.1 Private Networks .......................................................................................................................... 17
5.2.2 Shared Private Networks..............................................................................................................17
5.2.3 SITA.............................................................................................................................................. 17
5.2.4 ARINC .......................................................................................................................................... 17
5.2.5 Commercial Networks ..................................................................................................................18
5.2.6 Internet ......................................................................................................................................... 18
5.3 Equipment ................................................................................................................................................... 18
5.4 Methods of Transmission ............................................................................................................................ 18
5.5 Communication Types................................................................................................................................. 19
5.5.1 Type-A Communications ..............................................................................................................19
5.5.2 Type-B Communications ..............................................................................................................20
5.6 Message Types........................................................................................................................................... 20
5.6.1 EDIFACT ...................................................................................................................................... 20
5.6.2 XML .............................................................................................................................................. 21
5.6.3 AIRIMP ......................................................................................................................................... 21
5.7 Message Compositition............................................................................................................................... 21
5.7.1 Message Priority...........................................................................................................................22
5.7.2 Message Address.........................................................................................................................22
5.7.3 Communications Reference .........................................................................................................23
5.7.4 Message Identifier ........................................................................................................................23
5.7.5 Record Locator ............................................................................................................................. 23
5.7.6 Secondary Record Locator...........................................................................................................24
5.7.7 Use of the Record Locators..........................................................................................................25
5.7.8 Message Text ............................................................................................................................... 25
5.7.9 Ending Pattern.............................................................................................................................. 25
5.7.10 Message Example ........................................................................................................................25
5.8 Departure Control Messages ......................................................................................................................25
5.8.1 RES to DCS ................................................................................................................................. 26
5.8.2 DCS to DCS ................................................................................................................................. 26
5.8.3 DCS to Local and Downline Stations ...........................................................................................27
5.8.4 DCS to RES ................................................................................................................................. 27

Table of Contents
Chapter 6—Flight Types and Availability Status Messages ..................................................................................29
6.1 General........................................................................................................................................................ 29
6.2 Flight Network ............................................................................................................................................. 29
6.3 Flight Types................................................................................................................................................. 30
6.3.1 Non-Stop Flights........................................................................................................................... 30
6.3.2 Direct Flight .................................................................................................................................. 30
6.3.3 Connection Flight.......................................................................................................................... 30
6.3.4 Flight Routings.............................................................................................................................. 30
6.4 Connection Cities ........................................................................................................................................ 30
6.5 Connecting Times ....................................................................................................................................... 31
6.6 Multi-Modal Connections............................................................................................................................. 32
6.7 Married Segments....................................................................................................................................... 33
Chapter 7—Passenger Bookings: An Overview ..................................................................................................... 35
7.1 General........................................................................................................................................................ 35
7.1.1 Decision to Travel.........................................................................................................................35
7.1.2 Shopping for Flights .....................................................................................................................35
7.1.3 Booking Flights ............................................................................................................................. 36
7.1.4 Adding Passenger Information .....................................................................................................37
7.1.5 Completing a Booking ..................................................................................................................39
7.1.6 Ticketing ....................................................................................................................................... 40
7.1.7 Modifying a Booking .....................................................................................................................40
7.1.8 Checking-In for Flights..................................................................................................................41
7.1.9 Flight Close-Out............................................................................................................................41
7.1.10 Flight Completion.......................................................................................................................... 42
7.2 Multiple Bookings ........................................................................................................................................ 42
7.2.1 General......................................................................................................................................... 42
7.2.2 Multiple Bookings for Multiple Trips..............................................................................................43
7.2.3 Multiple Bookings for the Same Trip ............................................................................................43
7.2.4 Duplicate Bookings for the Same Trip..........................................................................................43
7.2.5 Protection Bookings......................................................................................................................44
7.2.6 Finding Multiple/Duplicate Bookings.............................................................................................45
7.2.7 Actioning Multiple/Duplicate Bookings..........................................................................................45
Chapter 8—Selling Agreements................................................................................................................................ 47
8.1 General........................................................................................................................................................ 47
8.2 Bilateral Selling Agreements .......................................................................................................................47
8.2.1 Types of Selling Agreements .......................................................................................................47
8.3 Conditions of Agreement............................................................................................................................. 49
8.4 Publishing Facilities..................................................................................................................................... 50
8.5 Examples of Interline Selling Agreements ..................................................................................................51
8.5.1 Free Sale Agreement ................................................................................................................... 51
8.5.2 Sell and Report Agreement ..........................................................................................................52

Reservations Services Manual
8.6 Other Agreements....................................................................................................................................... 53
8.7 Multilateral Agreements............................................................................................................................... 53
8.8 Code Share Agreements............................................................................................................................. 53
Chapter 9—Passenger Reservation Record............................................................................................................55
9.1 General........................................................................................................................................................ 55
9.2 PNR Elements............................................................................................................................................. 55
9.2.1 Record Locator ............................................................................................................................. 56
9.2.2 Name Element..............................................................................................................................57
9.2.3 Flight Element............................................................................................................................... 58
9.2.4 Auxiliary Service Element.............................................................................................................60
9.2.5 Supplementary Service Element ..................................................................................................61
9.2.6 Point of Sale Information .............................................................................................................. 62
Chapter 10—Prereserved Seat Selection................................................................................................................. 65
10.1 General........................................................................................................................................................ 65
10.2 Seat Map Display ........................................................................................................................................ 65
10.3 Assigning a Seat ......................................................................................................................................... 66
10.3.1 Type of Seat .................................................................................................................................67
10.4 Response to Seat Request ......................................................................................................................... 67
10.5 Changing a Prereserved Seat.....................................................................................................................68
10.6 Cancel Seats with an Itinerary Change.......................................................................................................68
10.7 Schedule Change Affecting Assigned Seats...............................................................................................68
10.8 Change of Gauge Flights (Aircraft Change Enroute) ..................................................................................69
Chapter 11—Customers Requiring an Extra Seat...................................................................................................71
11.1 General........................................................................................................................................................ 71
11.2 Reservation Procedure................................................................................................................................ 71
11.3 Charges for Extra Seat................................................................................................................................ 71
Chapter 12—Promotional Information ..................................................................................................................... 73
12.1 General........................................................................................................................................................ 73
12.2 Entering Frequent Traveler Numbers into PNR ..........................................................................................74
12.3 Spending Miles for Free Travel ................................................................................................................... 74
12.4 Spending Miles for Upgrades......................................................................................................................75
12.5 Service Level Upgrades on Partner Flights.................................................................................................76
12.6 Tracking the Usage of Frequent Traveler Miles..........................................................................................76
Chapter 13—Passenger Security Information.........................................................................................................79
13.1 General........................................................................................................................................................ 79
13.2 Passenger Security Information ..................................................................................................................79
13.2.1 Passenger Travel Document Information.....................................................................................80
13.2.2 Passenger Other Supplementary Information ..............................................................................80
13.2.3 Passenger Address Information ...................................................................................................81

Table of Contents
13.3 Request Passenger Security Information....................................................................................................82
13.4 Security Messaging..................................................................................................................................... 82
13.4.1 PNR Access (PNRGOV/PushPNR)..............................................................................................83
13.4.2 Secure Flight ................................................................................................................................ 84
13.4.3 API Quick Query (AQQ) ...............................................................................................................84
13.4.4 Flight Closeout Passenger List (PAXLST) ...................................................................................84
13.4.5 Passenger-Provided Contact Information.....................................................................................84
Chapter 14—Baggage ................................................................................................................................................ 85
14.1 General........................................................................................................................................................ 85
14.1.1 Carry-On Baggage .......................................................................................................................85
14.1.2 Checked Baggage ........................................................................................................................ 85
14.1.3 Through-Checked Baggage .........................................................................................................85
14.2 Baggage Allowances................................................................................................................................... 85
14.3 Determination of Baggage Provisions.........................................................................................................85
14.3.1 Whose Rules Apply ...................................................................................................................... 85
14.3.2 Allowance Record......................................................................................................................... 86
14.4 Exceptional Baggage .................................................................................................................................. 86
14.4.1 Excess Baggage........................................................................................................................... 86
14.4.2 Bulky Baggage ............................................................................................................................. 86
14.4.3 Fragile Baggage ...........................................................................................................................86
14.4.4 Exceptional Cabin Baggage .........................................................................................................86
14.4.5 Courier Baggage .......................................................................................................................... 87
14.4.6 Bicycles ........................................................................................................................................ 87
14.5 Liability for Baggage.................................................................................................................................... 87
14.6 Baggage Identification................................................................................................................................. 88
14.7 Advice on Types of Baggage and Packing .................................................................................................88
14.8 Dangerous Goods in Baggage....................................................................................................................88
Chapter 15—Reservations Retrieval ........................................................................................................................91
15.1 General........................................................................................................................................................ 91
15.2 Retrieval Parameters................................................................................................................................... 91
15.2.1 PNR Record Locator ....................................................................................................................91
15.2.2 PNR Flight/Surname.....................................................................................................................92
15.3 Multi-Match.................................................................................................................................................. 93
15.4 No Record Customers.................................................................................................................................94
15.4.1 Incorrect Data Entry......................................................................................................................94
15.4.2 Incorrect Surname Spelling ..........................................................................................................94
15.4.3 Lost or Delayed Message.............................................................................................................94
15.4.4 Corruption..................................................................................................................................... 95
Chapter 16—No Record Customers (NORECs or NRCs) .......................................................................................97
16.1 General........................................................................................................................................................ 97
16.2 Procedure.................................................................................................................................................... 97
16.3 Action by Next Service Supplier..................................................................................................................97

Reservations Services Manual
Chapter 17—Modifying a Passenger Reservation ..................................................................................................99
17.1 General........................................................................................................................................................ 99
17.2 Modifications ............................................................................................................................................... 99
17.2.1 Cancellations ................................................................................................................................ 99
17.2.2 Additions..................................................................................................................................... 101
17.2.3 Changes ..................................................................................................................................... 102
17.3 General Responsibilities of the Systems...................................................................................................104
17.4 PNR Servicing........................................................................................................................................... 104
17.4.1 General....................................................................................................................................... 104
17.5 Acknowledgement Message (Bilateral Agreements Only) ........................................................................105
17.6 Record Locator Request ...........................................................................................................................105
17.7 Claim Message (Bilateral Agreement Only) ..............................................................................................106
17.8 Service PNR Messages (Bilateral Agreement Only).................................................................................106
17.9 Synchronization Message (Bilateral Agreement Only)..............................................................................107
17.9.1 General....................................................................................................................................... 107
17.9.2 Option 1...................................................................................................................................... 107
17.9.3 Option 2...................................................................................................................................... 108
17.9.4 Option 3...................................................................................................................................... 108
Chapter 18—Group Bookings................................................................................................................................. 109
18.1 General...................................................................................................................................................... 109
18.2 Group Name.............................................................................................................................................. 109
18.3 Obtaining Airline Space............................................................................................................................. 109
18.3.1 Segment Element .......................................................................................................................110
18.3.2 Only Part of a Group can be Confirmed.....................................................................................110
18.4 Entering Individual Customer Names........................................................................................................111
18.5 Group Firming ........................................................................................................................................... 111
18.6 Additional Information................................................................................................................................ 112
18.7 Modifying a Group PNR ............................................................................................................................112
18.7.1 Group Name ............................................................................................................................... 112
18.7.2 Individual Names ........................................................................................................................ 112
18.7.3 Adding Segments to a Group PNR ............................................................................................112
18.7.4 Increasing the Number of Customers in a Group.......................................................................112
18.7.5 Decreasing the Number of Customers in a Group .....................................................................113
18.7.6 Decrease in the Number of Customer in a Group and Advice of Individual Names ..................114
18.8 Cancelling a Group PNR...........................................................................................................................115
18.9 Dividing and Changing Part of a Group PNR............................................................................................115
18.10 Contract Bulk Inclusive Tour Group..........................................................................................................117
Chapter 19—Schedule Change............................................................................................................................... 119
19.1 General...................................................................................................................................................... 119
19.2 Changing Flight Data ................................................................................................................................ 120
19.2.1 Departure and/or Arrival Times ..................................................................................................121
19.2.2 Flight or Airport Cancellation ......................................................................................................121

Table of Contents
19.2.3 Flight or Airport Addition.............................................................................................................122
19.2.4 Change of Aircraft ......................................................................................................................122
19.3 Notifying Business Partners ......................................................................................................................123
19.3.1 Subsequent Flight Requests ......................................................................................................123
19.4 Notifying Affected Passengers ..................................................................................................................125
19.4.1 ASC Recipient is in Control of the Passenger............................................................................125
19.4.2 ASC Recipient is not in Control of the Passenger......................................................................125
19.5 Irregular Operations .................................................................................................................................. 126
19.5.1 General....................................................................................................................................... 126
19.5.2 Cancel or Delay Departing Flight ...............................................................................................126
19.5.3 Diversion Enroute .......................................................................................................................127
19.5.4 Delayed Arrival ...........................................................................................................................128
Chapter 20—Special Booking Procedures and Conditions .................................................................................129
20.1 General...................................................................................................................................................... 129
20.2 Children ..................................................................................................................................................... 129
20.2.1 General....................................................................................................................................... 129
20.2.2 Unaccompanied Minors..............................................................................................................130
20.3 Infants........................................................................................................................................................ 132
20.3.1 General....................................................................................................................................... 132
20.3.2 New Born Baby .......................................................................................................................... 132
20.3.3 Infant not Occupying a Seat .......................................................................................................132
20.3.4 Infant Bassinet............................................................................................................................ 133
20.3.5 Infant Occupying a Seat .............................................................................................................133
20.4 Expectant Mothers .................................................................................................................................... 133
20.5 Customers Requiring Special Assistance .................................................................................................134
20.5.1 General....................................................................................................................................... 134
20.5.2 Types of Special Assistance ......................................................................................................134
20.6 Passengers with Reduced Mobility ...........................................................................................................134
20.7 Incapacitated Customers........................................................................................................................... 135
20.7.1 General....................................................................................................................................... 135
20.7.2 Acceptance of Incapacitated Customers....................................................................................136
20.7.3 Obtaining Information .................................................................................................................137
20.7.4 Reservations Procedures for Incapacitated Customers .............................................................142
20.7.5 Customer Final Acceptance .......................................................................................................144
20.8 Inadmissible Passengers .......................................................................................................................... 144
20.9 Deportees.................................................................................................................................................. 145
20.10 Transit/Transfer Passengers without Visas ..............................................................................................145
20.10.1 General....................................................................................................................................... 145
20.10.2 Advising of Travel without Visa ..................................................................................................146
20.10.3 Requesting Travel without Visa..................................................................................................147
20.11 Ship's Crew............................................................................................................................................... 148
20.12 Very Important Customers - VIPs .............................................................................................................149

Reservations Services Manual
Chapter 21—Special Meals...................................................................................................................................... 151
21.1 General...................................................................................................................................................... 151
21.2 Types of Special Means............................................................................................................................151
21.3 Special Meals without a Code...................................................................................................................152
Chapter 22—Carriage of Animals ........................................................................................................................... 153
22.1 General...................................................................................................................................................... 153
22.2 Pets in the Cabin....................................................................................................................................... 153
22.3 Pets in the Hold......................................................................................................................................... 154
22.4 Service Animals in the Cabin ....................................................................................................................154
Chapter 23—No-Show Management....................................................................................................................... 157
23.1 General...................................................................................................................................................... 157
23.2 Why Do Customers No-Show? .................................................................................................................157
23.3 Why Should Service Suppliers Overbook? ...............................................................................................158
23.4 How should Service Suppliers Plan Overbooking?...................................................................................158
23.4.1 Long Term Overbooking.............................................................................................................159
23.4.2 Short Term Overbooking ............................................................................................................159
23.5 No-Show Prevention .................................................................................................................................160
23.5.1 Ticketing Time Limits..................................................................................................................160
23.5.2 Reservations Verification............................................................................................................161
23.5.3 Preflight Checks ......................................................................................................................... 161
23.5.4 Reconfirmation ...........................................................................................................................161
23.5.5 Alternatives to Preflight Checks and Reconfirmation .................................................................165
23.5.6 Missed Connections ...................................................................................................................165
Appendix A—Glossary of Terms ............................................................................................................................ 167
1. Terms of General Application....................................................................................................................167
2. Terms of Limited Application.....................................................................................................................174
3. Terms in Automation Environment............................................................................................................175
Index .......................................................................................................................................................................... 179

Preface
This is the 24 th Edition of the refreshed Reservations Services Manual. It will be reissued periodically to
incorporate changes to Resolutions and Recommended Practices approved by the IATA Passenger Services
Conference. The manual has been completely redesigned since the 23 rd edition, which was last issued in
2006, both in framework and contents; for example there is significant new information regarding the interface
between Reservations (RES) Systems and departure control systems (DCS).
The Reservations Services Manual is designed to provide a central source of reservations procedures and
practices for use by reservations staff. It should be used for reference purposes by reservations operational
and developmental staff and, equally importantly, as a source of training instruction.
The purpose of this Manual is to promote a much broader understanding, usage and acceptance of standard
reservations procedures, and to enable airlines and other travel industry organizations to conduct their
everyday business in the most efficient and economical manner with a more effective response to customers.
This manual equally can be used as a training document for established automated airlines, as well as for
those being introduced into emerging non-airline products and services, such as rail, ferry, car and hotels.
All of the products and services that can compose a customer's entire journey are today being distributed
through a number of marketing channels, utilizing professional agents and personal data devices. Therefore,
this document also explores the relationship and technology that exists amongst airlines, customers,
marketing media and service providers.
Readers of this document are encouraged to buy its technical companion manual called the AIRIMP Manual
which is the sole reference source of universally agreed upon communications standards for the handling of
RES interline messages. The AIRIMP standards are used in millions of transactions between CRS and airline
systems and by airline to airline systems.
Refer to: www.iata.org/airimp
Indeed, this manual makes reference to other IATA documentation which is available at the IATA online store
at www.iataonline.com/store. The IATA documents referenced are:
• Airline Coding Directory (ACD)
• Airport Handling Manual (AHM)
• Multilateral Interline Traffic Agreements (MITA) Manual
• PADIS EDIFACT Documents
• PADIS XML Documents
• Passenger Agency Conference Resolution Manual (PACRM)
• Passenger Services Conference Resolutions Manual (PSCRM)
• Passenger Tariff Composite Conference Resolutions Manual (COMP)
• Reservations Interline Message Procedures—Passenger (AIRIMP)
• Standard Schedules Information Manual (SSIM)
• Systems and Communications Reference Manual (SCR)
• Ticketing Handbook (THB)
• Travel Information Manual (TIM)
UPDATES IN THIS EDITION
The 24 th Edition of the Reservations Services Manual has been completely redesigned. In future, this section
will summarize the updates made to the previous edition.
Any comments, questions, or suggestions concerning this Manual should be addressed to the Editor by e-mail
to rsm@iata.org.
RSM, 24th Edition, 1 September 2012
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