Amadeus Offers - Product Overview, v1.1.pdf

Product information 

& MORE 

Amadeus Offers v1.1 

Customer 

Distribution Solutions & Content

© 2010 Amadeus IT Group SA. 

Amadeus Offers Product Overview 

Document control 

Security level 

Company 

Department 

Author 

In commercial confidence: Amadeus + ACOs + Customers 

Amadeus IT Group SA 

ACC-M&D-DPM-RSP-RES 

Alexandre Quach 

Reviewed by Pierre Gadeyne Date 14/12/2010 

Approved by Date 

Version Date Change Comment By 

1.0 14/12/2010 New Document Alexandre Quach 

13/01/2011 Minor modifications after 

team review 

18/01/2011 Minor modifications after 

team review 

1.1 09/02/2011 Adding product features 

(Hotels, Mark-up, Basic 

Reporting, Fare Note in 

Itinerary, Hotel Itinerary) 

For release 1.1 

21/04/2011 Included review from 

Release to Market 





Central Poducts & Services 

 

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Table of Contents 

1. Introduction .................................................................................................................. 4 

2. Product positioning ....................................................................................................... 5 

3. Business Segmentation ................................................................................................ 5 

4. Features & Benefits ...................................................................................................... 6 

a. Air Offers handling ............................................................................................... 7 

b. Hotel Offers .......................................................................................................... 9 

c. Offers Notice ...................................................................................................... 10 

d. Fare Notes Highlights......................................................................................... 12 

e. Offers mark-up ................................................................................................... 15 

f. Offers data mining .............................................................................................. 15 

g. Integrated relevant reporting .............................................................................. 15 

h. Web Services ..................................................................................................... 16 

5. System Overview ....................................................................................................... 17 

6. Advantages/Key Value ............................................................................................... 18 

7. Documentation ........................................................................................................... 19 

8. Services and Support ................................................................................................. 20 

a. Training .............................................................................................................. 20 

b. Support .............................................................................................................. 20 

9. Product Evolution ....................................................................................................... 21 

a. Future enhancements ........................................................................................ 21 

10. Contacts ................................................................................................................ 22 

a. Amadeus local ACO ........................................................................................... 22 

b. Amadeus Global Customer Service ................................................................... 22 

c. Amadeus Central ............................................................................................... 22 

11. Glossary ................................................................................................................ 23 


 

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1. Introduction 

Business Context 

Pre-booking activities currently constitute up to half of the average daily workload for travel 

agents. To date, there has been a clear lack of appropriate tools to enable an integrated, 

traceable management of this complex and essential phase in the reservation process. 

Improving productivity during this phase is key, as well as enabling the generation of 

information for further business analysis. This is especially important at a time when travelers 

expect travel agents to be more proactive, demanding greater flexibility and choice in their 

travel options. 

An important part of pre-booking activities is the management of "quotes" to be proposed 

and shared with the traveler in a cross-channel context. Regardless whether these “quotes” 

are pure informational material intended for decision making by the traveler, a means to 

create counter-proposals, or simply to capture a verbally expressed wish, there is a clear 

need for appropriate functionality to facilitate this task. 

On certain markets, corporate agents are also contractually bound to propose alternatives to 

created bookings, and require an automated means to store, share and follow-up on these 

alternatives. Currently only non-integrated solutions, often script-based and purely workflowintegrated 

workarounds, are available to address this requirement, with no integrated means 

to capture and use pre-booking data for further business intelligence. 

Product presentation 

Amadeus Offers provides a central, cross-channel facility with the means to store and 

propose a list of saved quotes, or offers, using Amadeus air and hotel content. 

An offer is built using existing availability and pricing information, and is stored within an 

Amadeus PNR. Once created, an offer can also be transformed into a booking in a single 

transaction, avoiding the need to perform the entire search flow again. Offers created in a 

PNR can then be communicated to the traveler, to allow him to access the trip proposals in 

order to make his choice. 

Ultimately, the solution will also enable the generation of reports for analysis, and business 

intelligence on pre-booking behaviors and trends. 

An offer involves no commitment from the provider or from the travel agent, that the trip 

proposal could be transformed into a booking under the original availability and booking 

conditions at time of creation. 

This document presents the features of Amadeus Offers (current and future enhancements) 

and the benefits it can bring. 


 

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2. Product positioning 

Amadeus Offers comes as the first component of the Total Travel Record project. It is 

proposed by Amadeus Collaborative Technology (ACT), part of Product Development 

Strategy / Product Portfolio Strategy / Transversal Strategic Programs. 

Amadeus Offers reuses existing booking flows, pricing methods and tools, and is fully 

integrated in Amadeus PNR and the following Amadeus channels: 

Amadeus cryptic/command 

API / Web Services 

Amadeus Selling Platform GUI (due beginning 2012) 

Amadeus e-Travel Management (due end 2011) 

CheckMyTrip (due end 2011) 

Amadeus Offers is the first tool ever in GDS product history to streamline offers handling in 

the pre-booking phase, therefore making it a unique selling point. 

3. Business Segmentation 

Amadeus Offers is part of the Amadeus Business Management portfolio, and targets 

enhancing the travel agency sales process by facilitating and expediting for the pre-booking 

phase. As operational performance and productivity gains becomes more and more crucial in 

the recent economic downturn, Amadeus Offers time-saving features are a major benefit for 

all travel agencies. 


 

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4. Features & Benefits 

Amadeus Offers allows travel agents to manage trip proposals through a seamless workflow 

in the pre-booking phase from handling quotes, sending notification on new availability to 

making a firm booking. It can help to increase productivity by expediting the creation, sharing 

and pricing of quotes, replacing more time consuming and less flexible methods currently 

used. 

Example of an Amadeus Offers scenario 

Mr. X wants to travel from London to New York for a corporate seminar happening in one 

month’s time. He initially books a flexible refundable flight through his corporate TMC (travel 

agent A), but without being sure of his exact trip details. 

He asks travel agent A to contact him several days after his first call, when he will be able to 

firm up the trip details. Mr. X also wants to ensure he books the lowest fare for his flight, 

according to his company’s travel policy. 

Agent A records Mr. X’s trip alternatives (taking into account any constraints) in under a 

minute with Amadeus Offers. 

Traveller 

saves trip 

details and 

sends the 

PNR to the 

TMC 

Traveller’s 

request is 

sent to the 

TMC 

Agent builds 

other 

alternative for 

the trip, saves 

it as an Offer 

• One trip 

alternative is 

saved as an 

Offer 

Agent sends 

the counter 

proposal to 

traveller 

Offer creation 

Notification is 

sent to the 

traveller 

• Offer is 

confirmed 

into booking 

Traveller reviews 

alternative proposed on 

AeTM, revalidates and 

confirms Offer1 

Several days after the first call, Agent A calls back Mr. X to get further details about his date 

constraints. In a single click the availability of the offer can be rechecked and repriced, and 

the best counter proposal can be sent to the client. Mr X can then quickly confirm the 

booking of his choice, and use the mail as a proof of his compliance with his company’s 

travel policy. 


 

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Alternative offer scenario examples 

Record traveller’s trip wishes (before firm decision of booking) over the phone 

Collect trip alternatives to offer the best proposals within a traveller’s cost and 

schedule constraints 

Where a traveller is unsure of his/her trip decision, but willing to ensure visibility over 

alternatives 

Enable an agent to record a personalized price on trip or hotels possibilities. 

For an agent sending an offer proposal for up-selling 

Where several agents are consecutively following the same customer 

a. Air Offers handling 

Amadeus Offers can process the following operations: 

Create an offer from an availability or recommendation 

Price an offer within a PNR 

Verify the price and/or availability 

Confirm an offer into a firm booking, or cancel it 

Search and retrieve PNRs containing offers 

Display an offer 

Display the pricing record 

Amadeus Offers also manages offer expiry and access rights for travel agents within the 

office profile. 

Benefits 

Amadeus Offers increases productivity and helps to secure revenue by synchronizing 

the management of customer requests. Trip quotations no longer need to be stored and 

retrieved using time-consuming tools; Amadeus Offers is seamlessly integrated with the 

different Amadeus platforms providing a simple, smooth, and more user-friendly solution. 

Valuable time is saved using automated processes, with simple creation, easy storage and 

instant booking conversion. 

Amadeus Offers delivers optimal visibility and flexibility in sales, particularly in cases of 

high uncertainty such as late decision-making or last minute itinerary changes. The validity of 

an offer can be refreshed and rechecked in a single entry, eliminating repetitive enquiries. 

Proposals can be tailored to customer’s needs, with the efficient one-to-one service providing 

customers with a faster, more convenient travel service. 


 

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Screenshots 

Below is an example of the current method of handling trip proposals, with a time-consuming 

workload and long display. 

RP/OFFICEID/OFFICEID AA/SU 14OCT09/1908Z 27JU9U 

1. BOUTLEUX/ISABELLE MRS 

2 6X 117 W 15MAR 1 LHRJFK HK1 5 0820 1215 *1A/E* 

3 6X 178 W 20MAR 6 JFKLHR HK1 7 0955 2040 *1A/E* 

. 

123 RIR OTHER ALTERNATIVES ARE POSSIBLE FOR THIS TRIP 

124 RIR YOU WILL RECEIVE 1 MORE PROPOSAL AFTER THIS FILE 

125 RIR ******************************* 

126 RIR ******************************* 

127 RIR ADDITIONAL PROPOSAL (NOT BOOKED) 

128 RIR ******************************* 

129 RIR APPLICABLE FARE ON DELTA AIRLINES : SPECIAL 

130 RIR PRICE TTC EUR: 159.10 

131 RIR DEPARTURE 15:00 15MAR 

132 RIR !!!BEWARE:SEGMENT NOT BOOKED 

133 RIR ONLY UNDER CONDITIONS OF AVAILABILITY 

134 RIR AT ACTUAL BOOKING MOMENT!!! 

With Amadeus Offers, handling trip proposals is made easy from creation to confirmation; the 

example below is obtained with a single command line/click after the usual availability pricing 

(integration in the booking flow is seamless) 

RP/OFFICEID/OFFICEID AA/SU 14OCT09/1908Z 27JU9U 

1 OFFER 159.10 EUR 

6X 117 W 15MAR 1 LHRJFK HK1 5 1500 1855 *1A/E* 

6X 178 W 20MAR 6 JFKLHR HK1 7 0955 2040 *1A/E* 

The status of an offer can be updated (with price and availability checks) in one command 

line/click, and also confirmed in a single command line/click. Below is a workflow comparison 

of the pre-sale process between the current methods for trip proposal compared with 

Amadeus Offers, based on actual customer data. 


 

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b. Hotel Offers 

Just as efficiently and seamlessly as flight offers, it is also possible to manage hotel offers 

with the same operations 

Create an offer from availability or pricing 

Price an offer within a PNR 

Verify a price and/or availability 

Confirm an offer into a firm booking, or cancel it 

Search and retrieve PNRs containing offers 

Display an offer 

Display the pricing record 

Benefits 

Productivity and flexibility: Hotel Offers deliver the same operational benefits as for those 

with airline content. It provides a clear, flexible and user-friendly interface for both travel 

agents and travellers alike. 

Screenshots 

Below is an example of a hotel offer and offer details (displayed with a one-line entry) 

RP/OFFICEID/OFFICEID 

AA/SU 01JAN01/1452Z 5STVRB 

1 OFFER I MK 2078.13 GBP 

HHL RT OO1 NYC IN01JAN OUT25MAR 1N1DRN1 USD666.00* DLY 

HOTELSTANDARD NEW YORK *RT+ 


 

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c. Offers Notice 

Amadeus Offers includes the facility to send in one command an e-mail notification to a 

customer, containing the selected offers together with the price and segments. Formatting is 

automatic. Notification activity can therefore be traced more easily, facilitating customer 

follow-up. 

Benefits 

Amadeus Offers enhances commercial proactivity of a travel agent due to the asynchronous 

nature of the Offers Notice by mail. Agents and travellers no longer need to be available 

simultaneously; an agent does not need to instantly reply to a customer request, which can 

be easily stored and handled later. The traveller can also access sent information quickly and 

directly via email. 

Not only does this allow a travel agent to better manage the trip proposal workload, but 

notification activity can also be traced more easily, facilitating customer follow-up. 

Offers notice example 


 

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Page Nº 11



d. Fare Notes Highlights 

Context 

Fare rules applied during the pricing process use industry specific legal terms and are 

not always easy to understand. In addition, due to the length and complexity of the 

rules, they are not easy to display in a user-friendly fashion on a web page. 

For EU customers, legislation requiring that the text of a rule be written in the local 

language also creates a heavier workload for trip proposals. 

Features 

Fare Notes Highlights in Amadeus Offers provide a clear and concise explanation of 

the fare conditions. It is automatically incorporated in the Offers Notice with details of 

the travellers, segments and associated fare conditions. The details of the travellers 

and the trip are automatically identified, and the matching fare rules to display are 

then selected. 

The information contains the most important rules and restrictions, so that they can 

be clearly understood by travelers, instead of an exhaustive display of all rules and 

applicable cases. 

Benefits 

Agents Productivity: Directly integrated in the Offer Notice (based on the office 

profile), the Fare Notes Highlights saves valuable time spent manually reprocessing 

fare rules into concise and understandable language. 

Enhanced customer support: a clear and concise description of the applicable rules 

in the Fare Notes Highlights keeps a customer better informed about alternatives and 

fare conditions. A decision can therefore be made faster, shortening the pre-sales 

phase. 


 

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Screenshots 

Below is an example of a standard fare rule notes (displaying only 1 page of 3). 

PE.PENALTIES 

BETWEEN UNITED KINGDOM AND EUROPE 

ORIGINATING UNITED KINGDOM - 

CHANGES 

BEFORE DEPARTURE 

CHARGE GBP 50.00. 

CHILD/INFANT DISCOUNTS APPLY. 

NOTE - 

A CHANGE IS A ROUTING / DATE / FLIGHT MODIFICATION 

WHEN MORE THAN ONE FARE COMPONENT IS BEING CHANGED 

THE HIGHEST PENALTY OF ALL CHANGED FARE COMPONENTS 

WILL APPLY 

//// 

// BEFORE OUTBOUND DEPARTURE // 

//// 

NEW RESERVATION AND REISSUANCE MUST BE MADE AT THE 

SAME TIME PRIOR TO DEPARTURE OF THE ORIGINALLY 

SCHEDULED FLIGHT. IF CHANGE DOES NOT OCCUR ON THE 

FIRST FARE COMPONENT OF THE JOURNEY NEW FARE 

WILL BE RECALCULATED USING FARES IN EFFECT ON THE 

PREVIOUS TICKETING DATE AND UNDER FOLLOWING 

CONDITIONS 

- IF SAME BOOKING CLASS IS USED NEW FARE MAY BE 

LOWER - EQUAL OR HIGHER THAN PREVIOUS AND 

A / MUST COMPLY WITH ALL PROVISIONS OF THE 

ORIGINALLY TICKETED FARE 

B / OR MUST COMPLY WITH ALL PROVISIONS OF THE 

NEW FARE BEING APPLIED 

- IF A DIFFERENT BOOKING CLASS IS USED NEW FARE 

MAY BE EQUAL OR HIGHER THAN PREVIOUS AND 

A / MUST COMPY WITH ALL PROVISIONS OF THE 


----------------------- 

NEW RESERVATION AND REISSUANCE MUST BE MADE AT THE 

SAME TIME PRIOR TO DEPARTURE OF THE ORIGINALLY 

SCHEDULED FLIGHT. WHEN CHANGE OCCURS ON THE FIRST 

FARE COMPONENT OF THE JOURNEY ONLY OR ON THE 

FIRST FARE COMPONENT AND OTHER FARE COMPONENT OF 

THE JOURNEY NEW FARE WILL BE RECALCULATED USING 

FARES IN EFFECT ON DATE OF REISSUE AND UNDER 

FOLLOWING CONDITIONS 

- IF SAME BOOKING CLASS IS USED NEW FARE MAY BE 

LOWER - EQUAL OR HIGHER THAN PREVIOUS AND 


ORIGINALLY TICKETED FARE 

B / OR MUST COMPLY WITH ALL PROVISIONS OF THE 


- IF A DIFFERENT BOOKING CLASS IS USED NEW FARE 

MAY BE EQUAL OR HIGHER THAN PREVIOUS AND 



CHANGES NOT PERMITTED IN CASE OF NO-SHOW. 

NOTE - 

// BEFORE OUTBOUND DEPARTURE // 

// NO SHOW // 


 

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Using Amadeus Offers, Fare rules information is displayed in the Offers Notice 

document as below (last block): 


 

Page Nº 14



e. Offers mark-up 

Travel agents using Amadeus Offers can add a price mark-up to an offer, that is to 

say attach personalized price to offers they make. 

Benefits 

Easy follow-up: Direct mark-up at offer creation allow agent to personalize price in 

one place, one command, displayed just as simply as any other offer price. 

f. Offers data mining 

All activities in Amadeus Offers are traced in a file, and are available for data mining 

by specific business intelligence tools. 

Benefits 

As an upstream business record, Amadeus Offers raw data opens the way to new 

improvements in all levels: 

- Operational management: Set new KPIs for travel agents to be more productive 

- Knowledge of the customer: identify customer preferences, why they booked and 

why they did not. 

- Customer service improvement: Facilitate claim fulfilment with possibility to 

search in expired data 

g. Integrated relevant reporting 

Amadeus Offers will provide intelligent reporting for travel agents resource 

management, including valuable information for customer profiling and behaviours.. 

Cost Saving Monthly Report targets specific customers subscribing to a 

corporate agency, in order to demonstrate the efficiency of Amadeus Offers in 

securing cheap deals for customer business trips. 

Conversion Ratio Monthly Report shows the commercial relevance of 

Offers by measuring the proportion of accepted offers among made offers. 


 

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h. Web Services 

All Air and Hotel Offers handling functionality will be accessible via the Web Services 

interface. 

Benefits 

Amadeus Offers is ready for a quick integration in service based architectures. Offers 

operations can be used in workflows as easily as with cryptic commands, resulting in 

quick implementation and training. 


 

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5. System Overview 

Amadeus Offers is seamlessly integrated within Amadeus central system and reuses existing 

booking flow, thus making it easy to use with a minimum of training. The product is activated 

directly at office level for Amadeus central system users. 

Standard 

Booking flow 

Offers 

PNR handling 

Availability or 

Recommendation 

Hotels 

Create 

Offer 

Split PNR 

Sell 

Pricing 

Verify 

Offer 

Display 

Offer 

Display Offer 

Details (Hotel) 

Search 

PNR 

Queue 

Placement 

Cancel 

Offer 

… 

Offers 

Notice 

Confirm 

Offer 

Bookings 

Ignore 


 

Page Nº 17


Increase 

REVENUE 

Increase 

SATISFACTION 

Increase 

PRODUCTIVITY 


6. Advantages/Key Value 

The following table and diagram sum up Amadeus Offers key benefits, and in which part of 

the chain they occur. 

Value 

FUNCTIONALITY 

Save traveller and agent time (no need to redo prebooking 

process upon traveller’s agreement) 

Shared visibility allows different agents to work 

concurrently on the same offer, and gives 

transparency to the traveller 

Improve one-to-one service with the traveller, with 

possibility to pro-actively notify the customer with 

quotes 

Allow the customer requests to be easily dealt 

asynchronously (i.e. offline vs. phone) 

Manage traveller constraints during trip by 

proposing alternatives accessible at any time 

Increase potential campaign success, via simple 

customer acceptance with one-click confirm of offer 

Know the customer, know the pre-sale activity, 

integrate it in your knowledge base 

Increased 

Productivity 

& Revenues 

Simple & Speedy CREATION 

One-click creation 

Quick reprice 

Easy STORAGE 

Easy access through PNR 

Offers can be accessed anywhere, by 

anyone authorized 

Direct NOTIFICATION 

Fast & formatted email transmission of 

stored trip offers. 

Rules of acceptance described in easy 

to understand language 

Simple & Speedy CONFIRMATION 

Travel agents confirm in one-click to 

transform an offer into a firm booking 

Ready REPORTING 

Offers activity is recorded and 

accessible in a ready-to-exploit file 

Improved 

Customer Loyalty 

& Retention 

√ 

√ 

√ 

√ 

√ 

√ 

Improved 

Operations 

Management 

√ 

√ 

√ 

√ 

√ 


 

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7. Documentation 

The following documentation will be available for Amadeus Offers users 

Amadeus Offers User Guide: User guide provides all necessary information for any 

agent to use the product, including workflow description 

Amadeus Offers Quick Card: Quick Card is a document containing quick 

description of most used cryptic entries of Amadeus Offers in Selling Interfaces 


 

Page Nº 19



8. Services and Support 

a. Training 

Amadeus Offers training material includes: 

User Guide 

QuickCard 

Show Me demos in e-learning center 

Training slides 

b. Support 

Support is in place with Amadeus Service Management Center, and troubleshooting issues 

can be addressed through Amadeus e-support center. 

Link to Amadeus e-support center 

If you have access to Win@proach, you can open Incident Request from template Offers 

(under PNR section) 


 

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9. Product Evolution 

The following features will be available in future releases of Amadeus Offers 

a. Future enhancements 

Offers rejection 

Amadeus Offers will include functionalities covering offers rejection (when an offer is 

refused by the traveler) that includes tracking the specific reasons why the offer was 

rejected from a predefined list (e.g. too expensive, schedule mismatch). This will 

provide a better reporting capacity tom complement “free text mining”, with 

consequently a better knowledge of traveler’s profile. 

Missed Saving Monthly Report summarises the reasons why the lowest priced 

offers were not accepted and the potential savings that were missed. This fulfils the 

need of corporate agency customers to control spending on their business travel 

budget, and enables corporate customers to re-evaluate travel policy if necessary. 

Offers history 

Offers History contains a record of all the actions performed on Amadeus Offers, 

including all offers that were either converted or rejected and historical information 

about offers queue placement. Overall, the offers history provides valuable visibility of 

pre-sales customer satisfaction, and can serve as a credential of the agent activity. 

Offers display in CheckMyTrip, Hotels+, AeTM 

Travelers will be able to access an offer display directly from a mobile phone 

following the integration of Amadeus Offers in CheckMyTrip. 

Amadeus Offers will also be made available in the hotel booking tool Hotels Plus, and 

in the self booking tool Amadeus e-Travel Management 

Low cost carriers offers handling, Rail Offers handling 


 

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10. Contacts 

a. Amadeus local ACO 

To be confirmed depending on selected Market 

To be confirmed 

b. Amadeus Global Customer Service 

c. Amadeus Central 

Head Transversal Strategic Programs 

Offers Program Manager 

Offers Product Manager 

Offers Product definition 

Gabriel Langella 

glangella@amadeus.com 

+33 4 9723 0280 

Pierre Gadeyne 

pgadeyne@amadeus.com 

+33 4 9294 1645 


alexandre.quach@amadeus.com 

+33 4 9715 8317 

Christel Charrat 

christel.charrat@amadeus.com 

+33 4 9704 2264 

Marion Pirrazzi 

Marion.pirazzi@amadeus.com 

+33 4 97 15 47 69 


 

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TERM 

ACT 

AeTM 

BF 

11. Glossary 

Booking 

Customer 

Hotels Plus 

Master Pricer Expert 

Offer 

PNR 

Provider 

Traveler 

Total Travel Record 

Up-sell 

DEFINITION 

Amadeus Collaborative Technology is a corporate program 

enhancing core business components to support the end-to-end 

travel process, with true cross-channel, multi-sourcing and IT 

dimensions. 

Amadeus e-Travel Management is a reservation platform 

Booking Files are files consolidating different types of data 

(Amadeus PNRs, offers, ticketing data), which can handle richer 

content than a basic PNR 

Wherever mentioned, a booking corresponds to the definition 

currently applicable in the Amadeus PNR environment - any 

possible associated status should be persisted 

The person who pays for the items present in the Total Travel 

Record. It may or may not be the person who travels (see traveler 

definition below) 

Hotels Plus is an Amadeus tool for agencies to make hotel 

bookings. It features a new graphical and user-friendly interface that 

is on a par with other web tools agencies are using today, and along 

the lines of those available in a B2C environment. This tool is 

delivered in 2 versions ; an integrated version in Amadeus Selling 

Platform, and a stand-alone version for non-Amadeus users 

Amadeus Master Pricer expert is an Amadeus tool aiming to search 

for lowest fare for flights 

An offer is a service proposition, i.e. a set availability and quotation, 

made to the end-user before booking, with no guarantee of price 

and availability. From a customer point of view, it can be considered 

as a snapshot of the travel agency proposal at a given moment. 

Passenger Name Record 

A record of each passenger's travel requirements which contains all 

information necessary to enable reservations to be processed and 

controlled by the booking and participating travel provider. 

A provider is a reservation agent belonging to a corporation that has 

entered into an agreement to use the Amadeus to distribute their 

services (i.e. hotels, car hire, tours). 

A traveler (in other circumstances also referred to as “passenger”) is 

a person associated to one or several items within the Total Travel 

Record. 

The notion of traveler should not be confused with that of customer 

(please see definition above). A traveler can be, but is not 

necessarily, a customer. 

The Total Travel Record is the future evolution of the PNR, 

containing all traveler information (history, shopping basket, etc.) 

with cross-sell, cross-channel, multi-GDS data and related customer 

management functionalities. 

During the booking/sales flow, the proposition of higher value 

booking on same content (e.g.: while booking a car, proposing a 

higher category) 


 

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