With immediate effect, Travel agents are required to comply with IATA Resolution 830d
(Reservations Procedures for Accredited Agents) and provide airlines with customer contact information for the purposes of contacting customers during irregular operations.
When creating PNRs, travel agent must:
- Actively ask each passenger whether they wish to have their contact details (mobile number and/or email) updated on the PNR for the purposes of contacting them in an operational disruption.
- If customer wishes to provide this information to the Emirates, the agent must enter the details in correct format. Agent must use SSRs designed for this purpose as published in AIRIMP.
- If customer does not wish to provide contact details, travel agent must inform customer that they may not receive information from the airline relating to flight cancellation or schedule changes (including delay in departure) and update the SSR accordingly.
For SSR entries, travel agent must refer to GDS help pages or contact their respective GDS support team for assistance.
From a Reservation standpoint, the following SSR formats may be used in Amadeus PNR to comply with the mandate:
ü SSR CTCE = Passenger’s Email
ü SSR CTCM = Passenger’s Mobile
ü SSR CTCR= Passenger refused to provide his details