In an effort to assist our valued agency partners, it is critical to understand the importance of not having multiple valid tickets (open/ok coupon status) for the same flight(s) and/or origin destination in a passenger’s PNR.
To prevent having multiple tickets in a PNR, the agency should consider the following:
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Void – if within the applicable ticketed window, VOID the ticket and issue a completely new ticket
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Reissue/Exchange – if the ticketed fare allows changes, reissue/exchange the ticket for the new itinerary, rather than issue multiple tickets within the same PNR
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Refund – if the ticketed fare is refundable, issue/process a refund and then issue a completely new ticket. This can be done in the existing PNR or in a new PNR containing the updated itinerary. Either way, this avoids having multiple “live” tickets for the same customer and same flight in the airline’s e-ticket database
If there is more than one valid ticket that exists for a passenger's flight AT TIME OF CHECK-IN, the airline's automation systems will not know for certain which coupon is intended for use. This is true whether check-in takes place on-line, at an airport self-service machine (Kiosk) or in person with an actual agent. To ensure the correct coupon is lifted every time, simply choose any one of the 3 recommended options we’ve listed. Let's illustrate what we mean, using the following scenario.
Your client on 11MAY09 asks you to book and ticket an itinerary for next week:
19MAY09 - MIASJU
24MAY09 – SJUMIA
0017002195582 NAME-SAMPLE/TICKET
TTL NBR OF CPNS- 2 DATE OF ISSUE-12MAY09 PNR-XXXXXX 11MAY09
CC-XXXXXXXXXXXXXXX
CPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT
1 AA 869 O 19MAY MIASJU 1155A OK OM0ACBN OK
2O AA 1736 N 24MAY SJUMIA 830P OK N7ACBN OK
FARE USD 188.00 TAX 32.20US TAX 5.00AY TAX 9.00XF
TOTAL USD 234.20
FARE CALC MIA AA SJU 69.00AA MIA 119.00 USD188.00END AA XFMIA
4.5SJU4.5 ENDORSEMENTS/RESTRICTIONS-
NONREF/CHG FEE APPLIES/NO VALUE AFTER FLT TIME/
IT-XXXXXX
REMARKS--
ENTER VCR*CALL TO DISPLAY COUPON DETAILS
ENTER VCR*FC TO DISPLAY FARE CALC WITH TAX SUMMARY
FORM OF PAYMENT
FOP-XXXXXXXXXXXXX EXP-XXXX APPROVAL CODE-XXXXX
DATE OF ISSUE-12MAY09 ISSUED AT-XXX XXX XX
ARC/IATA NBR-XXXXXXX
A few days later, 14MAY09, they advise you of a change of plans. A cancel / rebook transaction takes place in the existing PNR, since only the outbound is being changed:
New Travel Outbound Date:
20MAY09 – MIASJU
24MAY09 – SJUMIA remains the same
0017002196699 NAME-SAMPLE/TICKET
TTL NBR OF CPNS- 2 DATE OF ISSUE-15MAY09 PNR-XXXXXX 14MAY09
CC-XXXXXXXXXXXXXXX
CPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT
1
AA 869 O 20MAY MIASJU 1155A OK OM0ACBN OK
2O AA 1736 N 24MAY SJUMIA 830P OK N7ACBN OK
FARE USD 188.00 TAX 32.20US TAX 5.00AY TAX 9.00XF
TOTAL USD 234.20
FARE CALC MIA AA SJU 69.00AA MIA 119.00 USD188.00END AA XFMIA
4.5SJU4.5 ENDORSEMENTS/RESTRICTIONS-
NONREF/CHG FEE APPLIES/NO VALUE AFTER FLT TIME/
IT-XXXXXX
REMARKS--
ENTER VCR*CALL TO DISPLAY COUPON DETAILS
ENTER VCR*FC TO DISPLAY FARE CALC WITH TAX SUMMARY
FORM OF PAYMENT
FOP-XXXXXXXXXXXXX EXP-XXXX APPROVAL CODE-XXXXX
DATE OF ISSUE-14MAY09 ISSUED AT-XXX XXX XX
ARC/IATA NBR-XXXXXXX
In the example above the agency issued a new ticket 0017002196699 at the applicable fare for the new itinerary in the same/existing PNR, leaving the original ticket 0017002195582 with open/ok status, instead of processing an exchange/reissue with the applicable change fee. Having two tickets associated to the flight segment 24MAY SJUMIA for the passenger. There is a very good chance the ticket coupon 2 (SJUMIA) of the first ticket issued 0017002196699 in the PNR may be lifted by the airline system.
The same would apply if a refundable ticket was issued and changes made. The original refundable fare ticket should be refunded prior to issuing a new ticket or prior to the flight departure date would be preferable. Refundable tickets may be reissue/exchange for the new itinerary/fare.
Reservations
