Reservation Operation Manual - CMS

Transcription

TERADATA
PIA CONTACT CENTER
Reservation
Operation Manual
PIA Contact Center
Reservation Operation Manual
Issue and control of PIA Contact Center Reservation Operation Manual
This Manual is the property of PIA Contact Centre. It is not to be reprinted or duplicated without the
permission of PIA Contact Centre Management.
Revisions are made by amending the content of a topic; the changed topic is given a new Revision
Number. The revision status shall also be updated at the index Section of the manual.
The page revision will reflect at the footer on each page. It is the responsibility of the Management to
upload new version on intranet, and retain old copy as historical record.
This document is not to be duplicated. Any one desirous of having a copy for informational purposes
should contact the Management, who shall authorize in writing.
Compliance with the requirements of this Manual and its referenced documents is mandatory on
everyone within the scope of this Contact Centre.
All SOPs have been made with the approval of PIA management.
October 2013
Version 1
Page 2
PIA Contact Center
Table of Contents
International Civil Aviation Organization (ICAO)
•
Pg 7
Function of CAA
International Air Transportation Association (IATA)
•
Benefits
•
Function of IATA
Pg 7
The Six Freedom of Air
Pg 8
SABRE
Pg 9
•
EPR
•
Confidentially of Sign In Code
•
Login / Sign In
•
Password
•
Logout / Sign Out
Time Format in Airline Industry
Pg 10
Days Code In Airline Industry
Pg 10
Meals Code in Airline Industry
Pg 11
PIA Fleet
Pg 11
Airline Reservation
Pg 12
•
Definition
•
Reservation Cycle
PNR Creation Checklist
Pg 13
•
Seat Availability
•
Reservation Booking Designator (RBD)
•
Standard Name Format
•
Passenger Contact in Reservation
•
Time Limit Parameters for PIACC
October 2013
Version 1
Page 3
PIA Contact Center
•
Advance Passenger Information System (APIS)
•
Electronic Ticketing
o
Benefits
o
Virtual Coupon Record (VCR) Status Code
o
VCR History Code
o
Change Restrictions
o
E-Ticket Receipt on Web
o
E-Ticket Original Copy
o
Ticket & Discount Codes
o
Reservation Codes on Ticket
o
Payments Codes
o
Paper Documents Snap Shot
o
Prepaid Ticket Advice (PTA)
o
Prepaid Ticket Advice (Screen Shot)
•
Email Through SABRE System
•
Cut-OFF Time for Acceptance of Reservation before
Departure of Flight
•
Transfer of PNR to another Office and/or Travel Agent
•
Baggage Service
o
Baggage Allowance
o
Kinds of Baggage
o
Useful Tips for Hand Carry/Cabin Baggage
o
Basic Concept of Baggage Allowance
o
Baggage Rules & Restriction
o
Fixed Custom Duty Electronic Items
•
Reporting/Check-In Time at Airport
•
Collection of Photocopies of Travel Documents
(To/From) Pakistan
October 2013
o
OK to Board Procedure
o
Direct Airside Transit Visa (DATV)
o
Visa Requirement for Canada
Version 1
Page 4
PIA Contact Center
o
SCHENGEN Visa
o
Screen Shots of Travel Documents
•
Advance Boarding Pass – City Check In
•
Transit Passenger & Lay Over Procedure
Special Reservation
Pg 40
•
Definition of Group
•
Expectant Mother Travelling Information
•
Stretcher Case
•
Passenger Travelling with Dead Body
•
Carriage of Animals in Cabin
•
Armed Passenger
•
Pre-Paid Ticket Advice (PTA)
•
Miscellaneous Charges Order (MCO)
•
AAA Updates PIA GSA’s
Armed Forces Titles
Pg 47
Action Status Codes
Pg 48
Standard Phonetics for Reservations
Pg 50
Operational SOPs
Pg 52
•
Northern Area Flights
•
Ticket at Door Step
•
Confirmation of “D” Class Bookings
•
VCR Update/Revalidate Policy
•
Web Ticketing
•
Ticketing Staff for Extension/Re-issuance of
Parliamentarian/APW/MCO
•
New APIS Requirement for Passengers Travelling
to/from USA
•
Interline E-Ticketing
October 2013
Version 1
Page 5
PIA Contact Center
•
IET Code Share Flights
•
Excess Baggage Promotion (EX-UK)
•
Cancellation Procedure for Reservation (Domestic &
International)
•
Stretcher Case Bookings on PIA Flights
•
Unaccompanied Minor (UMNR)
•
Virtual Agent Procedure & Refund
•
Easy Paisa
October 2013
Version 1
Page 6
PIA Contact Center
Organizations and regulators in Aviation industry
International Civil Aviation Organization (ICAO)
ICAO was established in 1944, it’s headquarter is situated in Montreal.
CAA was established in Pakistan in 1982.
Functions of CAA
Aviation regulator
Licensing of Airlines/Pilots/Engineers
Certification and airworthiness of Aircrafts
Traffic control facilities
Maintenance of Airports and run ways
Provision of Fire and Rescue facilities at airports across nation
Communication system and investigation aids including ground making
To manage the aeronautical maps and charts
Bi-lateral agreements with other airlines and aviation organizations
Investigations of aviation disasters in the country
To represent own country at all international aviation related bodies
International Air Transportation Association (IATA)
IATA was established in 1945. Head office is in Montreal (Canada).
Benefits
For the airlines, IATA provides machinery for finding joint solutions to problems often beyond the
resources of any single company. It is a pool of experience and information and the administrator of
many common services and enterprises.
October 2013
Version 1
Page 7
PIA Contact Center
Functions of IATA
Regulates Airlines and policies related to passengers and cargo
Provides fare principles and rules
Rules and regulations for all airlines (terms of carriage)
Cooperate with ICAO and other international agencies
October 2013
Version 1
Page 8
PIA Contact Center
The Six Freedoms of Air
October 2013
Version 1
Page 9
PIA Contact Center
SABRE Reservation System
Semi Automated Business Research Environment, a computer reservation system which was developed
to automate airline booking/reservation system.
EPR:Employee Profile Record, it contains 5 numeric numbers which is also use as SABRE login.
Example: 80016
Confidentiality of Sign In code:The sign in code must be kept confidential. It must be used during duty hours only. It should not be
disclosed to any person under any circumstances. The user is required to sign out whenever he/she is
leaves the work station, even for a brief period.
In case it is detected that the sign in code allotted has been misused by the user or is being shared with
a colleague the concerned user shall be held personally responsible and subjected to severe disciplinary
action.
Login/Sign-In:SI 80016
Sign In with agent EPR
System will ask the password, user has to enter his/her password for Sign-In.
Password:A string of characters that allows to access to the SABRE Reservation System. SABRE password should
contain minimum 7 characters and maximum 8 characters. It should not contain letters “Q” & “Z”. User
has to change his/her password after every 45 days. Check SABRE guide for password change.
Logout/ Sign-Out:SO
October 2013
Agent Sign-Out from Current Area
Version 1
Page 10
PIA Contact Center
SO*
Agent Sign-Out from All Areas.
Time Format in Airline Industry
Most airlines use the 24-hour clock system when relaying related information. They use this system
when assigning trip departures, check-in times and other forms of time designation. The 24-hour clock
alleviates communication problems and is more convenient.
Typically, people tell time using a 12-hour clock (the numbers 1 through 12), and adding "a.m." or "p.m."
to indicate morning or afternoon. Using the 24-hour clock system, you count each hour from 0 to 24
(because there are 24 hours in a day). When you reach 12 o'clock noon, you continue to count from 12
to 13 (1300 is 1:00 p.m., 1400 is 2:00 p.m., 1500 is 3:00 p.m., etc.) around the clock, until you reach 2400
or midnight.
At 2400, you start again from the beginning-0000 (which is also considered midnight) to 0001 (one
minute after midnight) to 0002, 0003, 0004...0059, 0100 (which is 1:00 a.m.), 0101, 0102, 0103, 0159,
0200, etc.
The following breaks down "a.m." and "p.m." hours.
0000 to 1159 = a.m. hours 1200 = noon
1200 to 2359 = p.m. hours 2400/0000 = midnight
When reading the 24-hour clock: 1000 is "ten hundred," 0540 is "five forty," 0030 is "zero thirty" and
1945 is "nineteen forty-five."
October 2013
Version 1
Page 11
PIA Contact Center
Days Code In Airline Industry Use in SABRE
Days
Codes
Monday
M or 1
Tuesday
T or 2
Wednesday
W or 3
Thursday
Q or 4
Friday
F or 5
Saturday
J or 6
Sunday
S or 7
Meal Codes In SABRE
Breakfast
M
Lunch
L
Dinner
D
Snacks
S
Meal
M
October 2013
Version 1
Page 12
PIA Contact Center
PIA Fleet
Aircraft Type
Aircraft Name
772
B 777 – 200 (Boeing 777)
773
B 777 – 300 (Boeing 777)
742
B 747 – 200 (Boeing 747 – Jumbo)
743
B 747 – 300 (Boeing 747 – Jumbo)
310
A 310 (Airbus 310)
31L
A 311 (Airbus 311)
737
B 737 (Boeing 737)
ATR
ATR (Air Turbo Prop)
From time to time, PIA adds new aircrafts in the fleet and their codes are
designated in system.
October 2013
Version 1
Page 13
PIA Contact Center
Airline Reservation
Definition:An "airline reservation" is a legal contract whereby an airline undertakes, in exchange for a certain
amount of money, to provide a seat to a specific passenger by plane on a specific flight from one
specified airport to another. The plane is scheduled (but not guaranteed) to leave at a certain time and
touch down at the destination at a certain time. Whether the airline reservation may later be changed
varies from ticket to ticket (typically, low cost carriers are less flexible in this regard).
Reservation Cycle:-
Domestic
International
PIA Ticketing Counter
October 2013
IATA Travel Agencies
Version 1
Page 14
PIA Contact Center
PNR Creation Checklist
Following are mandatory fields of reservation and reservation may be considered void or incomplete
where any field is missing;
1. Check seats availability in required date/ RBD / sector
2. Offer lowest RBD first if available
3. Offer alternates flight in-case of non-availability of seats.
4. Name as per VIT / Visa /PSPT / CNIC (As per requirement).
5. Contact numbers.
a. For one way trip: origin contact number is mandatory.
b. For return trip: origin and destination both contact numbers are mandatory
6. Time limit as per PIACC policy.
7. Complete APIS entries (as per requirement)
8. Enter caller name (receiving field)
9. Offer PRS.
10. Value added service (Home delivery / fares/ discounts or special requests).
11. Summarize complete details to customer before ending the transaction
12. Travel document advised (USA /UK /INDIA and Canada Ex-PAK only).
Seat Availability:1 (Date) (Origin – Destination)
To check availability for any specific date
1 20OCT KHI ISB
To check availability for Karachi to Islamabad on 20th October
For further detail, check SABRE guide.
October 2013
Version 1
Page 15
PIA Contact Center
Reservation Booking Designator (RBD):Base RBD:
Represents the physical configuration of the aircraft as well as the partitioning of the cabin
Nested RBD:
These are sub-divisions of the seats within a Base class.
Reservation booking designators are listed in the system on each flight according to revenue
value in a descending order and are indicated by a single alphabetic character.
Base RBDs
Nested RBDs
C
C, G, B, S, J, D, A
Y
K, F, H, N, M, T, V, O, U, Z, E
P
P, S, L, Q, W, I, R, X
Booking RBDs for Revenue Passengers:Revenue passengers shall be booked in C, G, B, J, S, Y, K, H, V, M, T, N, P, Q, L, and F classes
according to the fare paid and conditions applied. For details refer to F*PIA
Booking RBDs for Non-Revenue Passengers:Non Revenue passenger shall be booked in D, E and R class only.
Booking RBDs for Awards Plus Members:Award Plus members (free tickets) are booked in A, Z and X class. The PNR shall be created /
changed by the Award Plus Section or by the Ticket Offices who have received the telex
authority issued by the Award Plus Section (KHIRLPK).
Note:
The above classes are subject to changes as and when there is a change in PIA’s policy. New classes may
be added and existing ones may be discontinued.
Standard Name Format:The name element in a PNR is the most important part of a reservation record. As a rule the name must
be entered in a strict sequence and format to meet the standard Airline industry practice. Exceptions to
the rules are highlighted below and must be adhered to accordingly. Where customer is member of PIA
Frequent Flyer program, reservation must be made using STAR VIT entries.
The name can be classified under 3 categories:
October 2013
Version 1
Page 16
PIA Contact Center
Non identical Family Name
Identical Family / Surname
No Family /Surname
a) NON-IDENTICAL FAMILY NAME:
Single Passenger / Single Surname
Single Passenger Multiple Surnames
b) IDENTICAL FAMILY NAME:
Multiple Passenger / Multiple Surnames
Multiple Passenger /Single Surname
Note:
In case if the name of multiple passengers with single surname exceeds 63 characters, it may be
continued as a new name item in a new line.
When passenger(s) making reservations indicate that they already hold a ticket for reservation being
requested, the name entered in the PNR shall be the same as appearing on the ticket except in case of
passengers travelling to the countries where APIS format is required. Countries currently using APIS
format are USA, Canada and UK (to and from travel)
c) NO FAMILY / SURNAME
Single Passenger / No Family / Surname
Multiple Passenger / No Family / Surname
Note:
Use name as in passport and avoid replacing the name with an initial. Complete name facilitates check
in and improves passenger service.
Use appropriate titles:
MR
Male passenger over 12 years and older
MRS
Married Female passenger
MS
Female passenger over 12 years and older/widow/divorcee
MISS
Female passenger below 12 years
October 2013
Version 1
Page 17
PIA Contact Center
MSTR
Male passenger below 12 years
Passenger Contact in Reservation:Passenger contact at origin, intermediate and turn around point must be provided to enable flight
reconfirming, inform incidental changes and customer service after office hours / public holidays.
PNRs, that do not include correct passenger contact, are liable to be cancelled during flight check.
Customers shall be encouraged to provide Cell phone numbers so SMS services can be provided.
The correct entry for phone field can be found in SABRE guide.
Time Limit Parameters for PIACC:All PNRs must be ticketed according to the time limit parameters given by PIA and available on
Infopages.
Cut OFF Time for Acceptance of Reservation before Departure of Flights
Domestic
2 hours prior to flight departure when check-in starts.
International
Advance Passenger Information System (APIS):Effective March 1, 2006 APIS requirements have changed from PSPT to DOCS for all outbound and
inbound flights of PIA. Henceforth PSPT format has been discontinued and following DOCS entry shall be
used for all destinations.
For flights to USA, additional data elements are required to be collected and added to the Passenger’s
record according to the various categories of Travelers defined below.
APIS for USA (EX - PAK ONLY)
1. Traveling on US Passport: DOCS/P…..DOCA/R/US required.
2. Traveling on Green Card (Issued on/after 21st April 1998): DOCS/P , DOCS/C
& DOCA/R/US required.
3. Traveling on Alien Card (Issued before 21st April 1998): DOCS/P, DOCS/A
& DOCA/R/US required.
October 2013
Version 1
Page 18
PIA Contact Center
4. For all other PSPT/ Visa categories: DOCS/P, DOCA/D and DOCA/R/YY required.(YY means any
country)
APIS for INDA (EX - PAK ONLY)
1. Traveling on Indian Passport:
Only DOCS/P required.
2. For all other PSPT/ Visa categories: DOCS/P, DOCA/R and DOCO required.
3. Transit passenger on Delhi/ Bombay flights (KHI-BOM-LHR): Only DOCS/P required.
APIS for European Countries (EX - PAK ONLY)
Below European APIS are mandatory for all types of passport /residence card and visa conditions. There
is no exemption in any PNR scenario.
1. DOCS/P
2. DOCA/R and DOCA/D
3. DOCO
(Passport information)
(Residence and Destination Information)
(Visa Information)
APIS for other countries
Only DOCS/P required.
Note: Above all details are also mandatory for Non-Revenue (NS1/Sublo) passengers.
Electronic Ticketing
An E-Ticket is an “Electronic Ticket” which means booking and ticketing details of passengers are stored
safely on SABRE Multi Host Reservation System thus removing the need of paper ticket. It’s also called
VCR (Virtual Coupon Record).
Benefits






Eliminates the cost of paper ticket stock.
Reduces the cost of processing passenger coupons.
Eliminates fraudulent use resulting from stolen documents.
Reduces fraud by minimizing paper document.
Eliminates the risk of lost or stolen tickets.
Secured document for passenger to carry.
Virtual Coupon Record (VCR) Status Codes


OK: It indicates OK to travel, also when the VCR is newly created.
CKIN: (Check In) it indicates that advance boarding pass has been issued. In case change of
booking is required, boarding pass will need to be returned.
October 2013
Version 1
Page 19
PIA Contact Center













LFTD: (Lifted) when passenger returns his advance boarding pass CKIN changes to LFTD and
finally become OK or USED. Multiple/changing status of VCR may not be visible to everyone
USED: It indicates that the coupon is used now. This status will appear on coupon at the time
boarding or after journey is completed
VOID: The VCR is voided.
EXCH: (Exchange) If class of travel is changed or re-routing takes place.
PRT: (Printed) The coupon is printed. Refund Process is initiated
PRTX: (Printed by pooled Airline) In interlining ticket if the pooled airline print the coupon this
status will appear.
CTRL: (Controlled) OK status VCR but in control of another carrier.
NOGO: Not valid for travel due to any reason.
RPRT: (Re-printed)
Ticket re-printed
USED (OK): At the Time of boarding status become USED but in case of suspension of flights it
again turns to OK.
RFND: (Refunded) Ticket refunded
PRFD: (Partially Refunded) Ticket is partially refunded or one way refunded.
UTL: (Un-Titled) VCR is 7 or more days older so it is now no longer available for viewing.
VCR History Codes
History Transaction Code
CKI
Check-in/BP Issued
DVD
Original PNR Divided
EXA
Exchange/Add Collect
EXE
Even Exchange
EXR
Exchange/Refund
FF
Frequent Flyer NBR updated
ITN
Itinerary Issued
LIF
Ticket Lifted
MASS Return
October 2013
Definition
Control returned to Host via Mass return (IET)
OC
Original VCR Creation
OSO
OSO/IROPS
Version 1
Page 20
PIA Contact Center
PNR
PNR Number Updated
PRT
Printed
RCT
Receipt Issued
REST
Restored1
RMK
Remark Line Added
RPT
Reprinted
RTND
Control returned to Host (IET)
RVK
Security/Revoked
RVL
Ticket Revalidated
SAC
Settlement Authorization Code received
TKT
Paper Ticket Issued
UTP
Unable to process (IET)
USE
Used
VD
Void
VSD
Void Supporting Document
Changes Restrictions
NENT
Non Endorsable, Non Transferable
NON REF
Non Refundable
NRRT
Non Re-Routable
October 2013
Version 1
Page 21
PIA Contact Center
E-Ticket Receipt on Web
E-Ticket Original Copy
October 2013
Version 1
Page 22
PIA Contact Center
Ticket & Discount Codes
Children
CHD
Infant
INF
Defense
MM-
Journalist
JD-
Student
SD-
Blind
GB-
Air Industry
ID-
Govt. Directed Fares.
DG-
Group Affinity
GA-
Student Group
SG-
Seamen Group
GS-
Inaugural Guest
IG-
Individual Seaman
SC-
Civil Servants serving In northern area
DGN50
Civil Servants serving In Baluchistan
DGB50
Travel Agents
AD-
Stand by Fares
UU
Same day return Fares
October 2013
F/PR or C/PR
Family Fares
PF
Deportee
DE
Version 1
Page 23
PIA Contact Center
Unaccompanied Minors
UM-
No Stopovers
X
Stretcher Case
STCR after the name of the PAX
Charter
Written in the fare box
Reservation Codes on Ticket
Confirmed seat
OK
Waitlisted or request
RQ
Subject to availability of seat (Sublo)
SA
Infants (No seat)
NS
Payments Codes
Cash/travelers Cheque
Cheque
Credit
Air Passage Warrant
Cash
Cheque/Check
CR
APW
Government Transport Request/Warrant
GR
UTAP
TP
American Credit Card
AX
Habib Bank Credit Card
HB
United Bank Credit Card
UB
Muslim Commercial Bank Credit Card
IK
Dinner’s Club Credit Card
DC
October 2013
Version 1
Page 24
PIA Contact Center
Master Card
CA
Visa International
BA
PTA
PT
Paper Documents Snap Shot
Paper Ticket
Prepaid Ticket Advice (PTA)
PTA is like any other reservations transmission except that someone other than passenger makes
payment in another city. It always involves two carriers or two offices of the same carrier.



A PTA may include, besides passenger’s fares, payment to cover tax, excess baggage and
incidental expenses, which may be incurred by passenger en-route.
Travel agencies are not permitted to issue PTA.
Issuance of PTA will be subject to the applicable government regulations relating to the issue of
ticket to/from another country.
Note: PTA charges have been withdrawn on whole PK network (domestic/international) after
implementation of E-Ticketing across the network.
October 2013
Version 1
Page 25
PIA Contact Center
Prepaid Ticket Advice Snap Shot
October 2013
Version 1
Page 26
PIA Contact Center
Email through SABRE System
Email can be sent through SABRE using following command.
Entry: PE‡babar.jalil@piac.aero‡
After retrieving the PNR enter 6 field and then send the itinerary e-mail message by entering EM.
Guidelines:

The underscore character “_” cannot be used in SABRE. Use two equal sign (= =) in place of
underscore.

Multiple e-mail addresses are allowed in a PNR and maximum 99 addresses can be entered in a
PNR.

If a PNR was booked by other than SABRE system (TTY) then, an e-mail (EM) cannot be sent
using SABRE . (The response will be “NOT AUTHORIZED TO EM THIS PNR)
More Helpful Entries:
EMR
End, Mail and Redisplay
*PE
Display e-mail data
*HPE
Display history of e-mail data
*HEM
Display EM history
EM‡A3
E-mail send to a Name associated e-mail address
5‡ FREE TEXT (HAVE A NICE FLIGHT) Comments displayed at the bottom.
Reporting / Check-In Time at Airport (Valid only for PIA Flights)
Domestic Flights
2 hour prior flight departure
International Flights
4 hour prior flight departure
Cut-OFF Time for Acceptance of Reservation before Departure of Flight
Domestic Flights
October 2013
Version 1
Page 27
PIA Contact Center
Transfer of PNR to another Office and/or Travel Agent
A PNR created on Time Limit by PIA Contact Centre at Karachi must be ticketed by PIA’s own Ticketing
Offices, however if the passenger desires to get his ticket issued from a Travel Agent, then travel agent
by using claim command may claim the PNR for the purpose of ticketing.
Once a PNR has been claimed, the OSI field and line containing new record locator from Abacus will
automatically append in the PNR.
Following types of PNRs cannot be claimed:
 Already ticketed PNRs
 Prepaid tickets (PTAs)
 Flown Segments/Partially utilized
 Past date PNRs
 PNRs with no air segments
 Teletype created PNRs
 PNRs already claimed (secured PNRs)
Identification of created PNR by record locator:
You can easily find out that which system the record locator belongs to, by 2 letter code after record
locator written as PNR/<2 letter codes>
/1A  Amadeus System
/1B  Abacus System
/1G  Galileo System
/1S  SABRE TTY
/1W  World Span
/1E  Travel Sky TTY
October 2013
Version 1
Page 28
PIA Contact Center
Baggage Services
PIA offers a range of baggage services for Economy, Economy Plus, and Business Plus passengers. This
section provides helpful information about baggage allowances, as well as a list of restricted items and
advice on items that should be packed in your checked baggage.
Baggage Allowance
All Airlines permit passengers to transport free of charge a limited amount of their personal belonging as
baggage. Please check Infopages for Free Baggage Allowance (FBA).
Kinds of Baggage
Passenger baggage falls into two categories.
Checked Baggage:
The baggage accepted by the carrier for the transportation in the aircraft hold. This baggage is accepted
at ticket check-in counter and is delivered to the passenger at the baggage claim upon arrival. Checked
baggage usually follows the same itinerary as the passenger provided the passenger is through-ticketed
between carriers which participate in an interline agreement. In these circumstances checked baggage
will be automatically transferred from one carrier’s flight to another. Exception to this occurs when
baggage must be cleared through customs at the transfer station. The baggage will be claimed by the
passenger for inspection and then given back to the carrier or its handling agent for the continuation of
the journey.
Every effort is made to deliver the checked baggage on time upon arrival; however it may either be
delayed at destination due to operational and situational needs. In case baggage is not received on
arrival, please contact PIA office immediately at the airport and report with your baggage claim
tags/receipts. You will be required to provide details of your missing baggage and contents and reveal if
any part of baggage has been received. However PIA will have no liability regarding contents or items
contained inside the baggage instead it will follow liability limits set by Montreal or Warsaw convention
or any other applicable law.
Unchecked Baggage/Hand Cary Baggage/Carry-on Baggage:
Passenger carry-on baggage is generally limited to one piece and not to exceed certain size and weight
restrictions which enable it to be safely stowed under the seat in front of the passenger or in the
overhead locker/compartment.
In addition to the free baggage allowance each passenger may carry without additional charges the
following personal effect while emplaning/deplaning or in flight when retained in the passenger’s
custody.
October 2013
Version 1
Page 29
PIA Contact Center
1.
2.
3.
4.
5.
6.
7.
8.
Lady’s handbag, pocketbook or lady’s purse of appropriate normal size.
An overcoat, wrap or blanket.
An umbrella or walking stick.
A small camera and/or pair of binoculars transistor without cells.
A reasonable amount of reading material for the flight.
An infant carrying basket or bassinet.
Infant food for consumption in flight.
A fully collapsible invalid wheel chair and/or a pair of crutches for incapacitated passenger’s
dependant on the wheel chair, subject to availability of space and or braces or other prosthetic
device for the passenger use.
9. Any other articles including brief case typewriters overnight bags personal radio, vanity or
cosmetic cases, hat box etc will not be carried free unless the weight thereof is included in the
free baggage allowance .
Any damage to unchecked/carry-on baggage is not the responsibility of airline.
Useful Tips for Hand Carry/Cabin Baggage
Cabin baggage in excess of specified dimensions and weight shall not be allowed in the cabin.
Allowed weight is 7 KGS, and the size is 40 x 25 x 60 CMS (H x B x L)
Basic Concept of Baggage Allowance
The Weight Concept is used all over the world except USA & Canada (across Atlantic Flights). This
defines the baggage entitlement in Kilos.
The Piece Concept is in use on flights within, to and from USA & Canada.
Baggage Rules and Restrictions
For the safety of our passengers and aircraft, passengers are prohibited from carrying the following
items in either checked or hand baggage:






Explosives, munitions, fireworks, and flares.
Security-type cases/boxes incorporating goods such as lithium batteries or pyrotechnics.
Compressed gases (flammable, non-flammable, or poisonous) such as butane, propane,
aqualung cylinders, lighter fuels, or refills.
Oxidizing substances such as bleaching powder and peroxides.
Flammable liquids such as paints and adhesives.
Flammable solids such as safety matches and articles which are easily ignited.
October 2013
Version 1
Page 30
PIA Contact Center






Disabling devices such as mace or pepper sprays, with irritant properties.
Poisons such as arsenic, cyanides, or insecticides.
Radioactive Materials.
Corrosive materials such as mercury (which may be contained in thermometers or blood
pressure gauges,) acids, alkalis, and wet cell batteries.
Any other substances which, during a flight, present a danger not covered above, such as
magnetized, offensive, or irritating materials.
Lighters (butane, absorbed fuel, electric, battery-powered, and novelty lighters) are not to be
carried in the carry-on and checked baggage. This ruling by The Transportation Security
Administration (TSA) applies to all passengers arriving into or departing from United States of
America.
In addition, passengers are not allowed to carry the following items in their hand baggage for
passengers’ safety and security reasons. To minimize inconvenience, you are advised to check in or put
these items in your checked baggage instead



Knives (including hunting knives, swords, and pocket knives).
Scissors and any other sharp/bladed objects (e.g. ice-pick, nail clippers) considered illegal by
local law.
Do ensure that all bags are properly labeled, both inside and outside. Include full name, home
and destination addresses and telephone contact information, and remove old destination tags
and labels.
Fixed Custom Duty Electronic items:
Deep freezer, Refrigerator, Microwave oven, Cooking range, Washing machine, AC/Splits (For details:
www.cbr.gov.pk)
Following articles may be carried Free of charge and not included in Hand carry and Luggage. (Only
One)
Lap top, Personal wheel chair, Infant's carrying basket, Overcoat, Small camera, Umbrella/Stick, Few
books for flight, Lady's hand bag/purse, Guitar, Golf kit (less than 15Kgs)
*Duty items list is updated frequently and is not limited to above.
October 2013
Version 1
Page 31
PIA Contact Center
Collection of Photo Copies of Travel Documents (To / From) Pakistan
All passengers must be advised to carry their travel documents (2 sets) in order to reduce the hassle and
discomfort faced by the passengers who are travelling to/from Pakistan (except Far East).
2 sets of following photocopies are mandatory to submit at CHECK-IN counter.

Passport 1st Page

Visa Page or PRC/Green Card
This policy is applicable for all passengers irrespective of Nationality/Passport. (No Exemption)
OK To Board Procedure
OK TO BOARD stamp is mandatory on fax or email visa for PAK-Gulf/UAE traveling.
Step 1: Original visa verification at Gulf/UAE booking office by Sponsor/Kafeel.
Step 2: Gulf/UAE office will send an email to PAK booking office to allow the traveling from Pakistan.
Step 3: PAK booking office will put a stamp of OK TO BOARD on fax/email visa.
Step 4: Passenger will get the original visa on arrival at Gulf/UAE immigration.
List of Exempted Countries/Categories from OK to Board
Andorra
Australia
Austria
Belgium
Brunei
Canada
Denmark
Finland
France
Greece
Germany
Holland
Hong Kong
Iceland
Ireland
Italy
Japan
Liechtenstein
Luxembourg
Malaysia
Monaco
New Zealand
Norway
Portugal
San Marino
Singapore
South Korea
Spain
Sweden
Switzerland
Vatican City
USA - United States of
America
United Kingdom
Gulf Co-operation
Council (GCC) States
**Above list resident are entitled to visa on arrival in UAE
October 2013
Version 1
Page 32
PIA Contact Center
Direct Airside Transit Visa (DATV) Requirement of UK for on-ward USA Travelling
DATV Required
Following categories of passengers require Direct Airside Transit Visa (DATV) while they are travelling
to/from USA via UK.
1. Greed Card issued before 21st April 1998.
2. Parole III paper visa (under process visa case).
3. Any wet stamp visa on passport.
4. I-551 visa (Green Card renewal case valid for 1 year).
5. Re-entry permit holder visa (Over stay permission for 2 years).
6. Refugee travel documents (passport/visa) holder.
DATV Not Required
1. All types of visit visas (stickered on passport).
2. Canadian Permanent Resident Card holder (Date of Issuance after 28th June 2002).
3. Student Visa (if stickered).
4. Family Joining Visa (if stickered).
5. Immigrant Visa (if stickered).
6. US Passport holder.
7. Greed Card issued after 21st April 1998.
Visa Requirement for Canada (Ex-Pakistan)
Document Type
Visa Requirement
Citizenship Card
Yes
Valid Canadian PRC (5 years validity)
No
Canadian Passport
No
Canadian Visa
No
**Validity must be checked for above documents types
October 2013
Version 1
Page 33
PIA Contact Center
Countries Whose Citizens Require Visas to Enter Canada
Citizens of the following countries and territories require a Visa to VISIT or TRANSIT Canada:
A
Afghanistan
Albania
Algeria
Angola
Argentina
Armenia
Azerbaijan
G
Gabon
Gambia
Georgia
Ghana
Grenada
Guatemala
Guinea
Guinea-Bissau
Guyana
H
Haiti
Honduras
Hungary
B
Bahrain
Bangladesh
Belarus
Belize
Benin
Bhutan
Bolivia
Bosnia-Herzegovina
Brazil
Bulgaria
Burkina Faso
Burundi
I
India
Indonesia
Iran
Iraq
Israel (only Israeli
citizens holding valid
Israeli "Travel
Document in lieu of
National Passport")
Ivory Coast
J
Jamaica
Jordan
K
Kazakhstan
Kenya
Kiribati
Korea, North
Kuwait
October 2013
C
Cambodia
Cameroon
Cape Verde
Central African Rep.
Chad
Chile
China, People's Rep. of
Colombia
Comoros
Congo, Democratic Rep.
of the
Congo, Rep. of the
Croatia
Cuba
Czech Rep.
D
Djibouti
Dominica
Dominican Rep.
L
Laos
Latvia
Lebanon
Lesotho
Liberia
Libya
N
Nauru
Nepal
Nicaragua
Niger
Nigeria
M
Macao S.A.R.
Macedonia
Madagascar
Malawi
Malaysia
Maldives Islands
Mali
Marshall Islands
Mauritania
Mauritius
Micronesia, Fed. States
Moldova
Mongolia
Version 1
E
East Timor
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
F
Fiji
O
Oman
P
Pakistan
Palau
Palestinian Authority
Panama
Paraguay
Peru
Philippines
Poland
Q
Qatar
Page 34
PIA Contact Center
S
Sao Tomé e Principe
Saudi Arabia, Kingdom
of
Senegal
Seychelles
Sierra Leone
Slovak Rep.
Somalia
South Africa
Sri Lanka
Sudan
Surinam
Syria
Kyrgyzstan
Morocco
Mozambique
Myanmar (Burma)
R
Romania
Russia
Rwanda
T
Taiwan
Tajikistan
Tanzania
Thailand
Togo
Tonga
Trinidad and Tobago
Tunisia
Turkey
Turkmenistan
Tuvalu
U
Uganda
Ukraine
United Arab Emirates
Uruguay
Uzbekistan
Y
Yemen
Yugoslavia
Z
Zambia
V
Vanuatu
Venezuela
Vietnam
Visitor Visa Exemptions for Canada
Many people do not require a visa to visit Canada. These include:





Citizens of Andorra, Antigua and Barbuda, Australia, Austria, Bahamas, Barbados, Belgium,
Botswana, Brunei, Costa Rica, Cyprus, Denmark, Finland, France, Germany, Greece, Iceland,
Ireland, Israel (National Passport holders only), Italy, Japan, Liechtenstein, Luxembourg, Malta,
Mexico, Monaco, Namibia, Netherlands, New Zealand, Norway, Papua New Guinea, Portugal,
Republic of Korea, St. Kitts and Nevis, St. Lucia, St. Vincent, San Marino, Singapore, Solomon
Islands, Spain, Swaziland, Sweden, Slovenia, Switzerland, United States, and Western Samoa;
Persons lawfully admitted to the United States for permanent residence who are in possession
of their alien registration card (Green card) or can provide other evidence of permanent
residence.
British citizens and British Overseas Citizens who are re-admissible to the United Kingdom;
Citizens of British dependent territories who derive their citizenship through birth, descent,
registration or naturalization in one of the British dependent territories of Anguilla, Bermuda,
British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Montserrat, Pitcairn, St. Helena
or the Turks and Caicos Islands;
Persons holding a valid and subsisting Special Administrative Region passport issued by the
Government of the Hong Kong Special Administrative Region of the People's Republic of China;
October 2013
Version 1
Page 35
PIA Contact Center
SCHENGEN Visa
With the SCHENGEN visa you may travel on the following 25 countries.
Countries authorize to issue SCHENGEN visas:
Austria,Belgium,CzechRepublic,Denmark,Estonia,Finland,France,Germany,Greece,Hungary,Iceland,Ital
y,Latvia,Lithuania,Luxembourg,Malta,Netherlands,Norway,Poland,Portugal,Slovakia,Slovenia,Spain,S
weden, Switzerland
THE SCHENGEN AGREEMENT
On 25 March 2001 an agreement has been in effect between a group of 25 countries. The agreement
abolishes border controls between those countries, as long as the necessary controls have been
completed upon first entering one of the SCHENGEN countries.
For you, this means that you will need only one visa for any or all of those fifteen countries.
Whether you are visiting for business or pleasure, if you are not staying longer than 90 days, the
Schengen visa is your best choice.
MAP OF EUROPE
**SCHENGEN COUNTRIES IN BLUE
**NON-SCHENGEN COUNTRIES IN YELLOW
NON-SCHENGEN Countries
The United Kingdom and Ireland are the only two EU members to not have signed the SCHENGEN
Agreement both have an opt-out from the agreement. The two countries share a Common Travel Area
with no border controls. Ireland is thus unable to join the agreement without dissolving this agreement
with the UK, and thus incurring border controls at its land border with Northern Ireland
October 2013
Version 1
Page 36
PIA Contact Center
List of Countries
Under the SCHENGEN regulations, citizens of countries listed below need a valid visa to visit or transit
any country in the SCHENGEN area:
Afghanistan
Algeria
Angola
Antigua and Barbuda Armenia
Azerbaijan
Bahrain
Bangladesh
Barbados
Belarus
Belize
Benin
Bhutan
Bosnia and Herzegovina Botswana
Burkina Faso
Burundi
Cambodia
Cape Verde
CentralAfrican Republic Chad
China
Colombia
Comoros
Côte d'Ivoire
Cuba
Democratic Republic of
Djibouti
the Congo
Dominica
Dominican Republic
East Timor
Ecuador
Egypt
Equatorial Guinea
Eritrea
Ethiopia
Fiji
Former Yugoslav
Republic of
Macedonia
Gabon
Georgia
Ghana
Grenada
Guinea
Guinea-Bissau
Guyana
Haiti
India
Indonesia
Iran
Iraq
Jamaica
Jordan
Kazakhstan
Kenya
Kiribati
Kuwait
Kyrgyzstan
October 2013
Albania
Congo
Version 1
Cameroon
Page 37
PIA Contact Center
Laos
Lebanon
Lesotho
Liberia
Libya
Madagascar
Malawi
Maldives
Mali
Marshall Islands
Mauritania
Mauritius
Micronesia
Moldova
Mongolia
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
Niger
Nigeria
North Korea
Northern Marianas
Oman
Pakistan
Palau
Papua New Guinea
Peru
Philippines
Qatar
Russia
Rwanda
Saint Kitts and Nevis
Saint Lucia
Saint Vincent
Samoa
São Tomé e Príncipe
Saudi Arabia
Senegal
Serbia
Montenegro
Seychelles
Sierra Leone
Solomon Islands
Somalia
South Africa
Sri Lanka
Sudan
Suriname
Swaziland
Syria
Tajikistan
Tanzania
Thailand
The Bahamas
The Gambia
Togo
Tonga
Trinidad and Tobago
Tunisia
Turkey
Turkmenistan
Tuvalu
Uganda
Ukraine
United Arab Emirates
Uzbekistan
Vanuatu
Vietnam
Yemen
Yugoslavia
October 2013
and
Version 1
Page 38
PIA Contact Center
Zambia
Zimbabwe
UNITED KINGDOM: England, Wales, Scotland, Northern Ireland
SCANDINAVIAN COUNTRIES: Denmark, Sweden, Norway, Finland, Iceland
BENELUX COUNTRIES: Belgium, Netherlands, Luxemburg
SOUTH WEST PACIFIC: Australia, New Zealand & Cook, Fiji, Gilbert, Solomon, Society, Samoan, New
Guinea Islands.
Screen Shots of Travel Documents
1. Machine Readable Passport
2. US Stickered or Machine Readable Visa
October 2013
Version 1
Page 39
PIA Contact Center
3. Canadian Stickered or Machine Readable Visa
4. Machine Non-Readable Passport
Advance Boarding Pass - City Check-In





City check-in counters, available at PIA booking offices, will stamp and attach your flight coupon
to your boarding pass 72 hrs prior to departure.
The facility is only for passengers traveling on domestic flights without checked baggage.
City check in return boarding passes can also be obtained if you intend to travel back within 72
hrs.
City check in boarding passes can be obtained till 06 hrs prior to departure.
City check in boarding passes enable passengers to report directly to the boarding gate just 30
minutes prior to departure.
October 2013
Version 1
Page 40
PIA Contact Center
Important
Passengers who have already been issued advance boarding pass and desiring to change the pre
reserved seat must get their boarding pass reissued from PIA office. All PIA selling outlets must ensure
that under no circumstances should the pre reserved seats (PRS) be changed or cancelled on telephone
or at PIA offices once the advance boarding passes issued. A BPI (Boarding Pass Issued) indicator is
reflected in the PNR when advance boarding pass is issued.
Currently PIA booking offices in KHI, LHE, ISB (suspended), RWP, LYP, MUX, UET (suspended) AND PEW.
Note
1.
2.
3.
4.
Excluding Northern Areas.
Boarding Passes will not be accepted without coupon.
10% additional cancellation charges after issuance of ABP.
No refund after departure/No-Show.
Transit Passengers and Lay over Procedure
There are three categories of transit passengers:
I.
II.
III.
Immediate Connection: No layover involved
Connection within Eight hours: All passengers of Business/Economy class are escorted to the
transit lounge and meals/ refreshments are provided to all these passengers on PIA’s account.
Connection beyond Eight hours / till first available PIA Service (Only in Pakistan): All
passengers are escorted to the transit desk and Hotel Vouchers for free hotel accommodations
are given to transit passengers. Business / First class passengers are provided free stay at a four
star hotel. Transportation to and from hotel is arranged by PIA free of cost.
Economy class passengers are provided free stay at Hotel Inn at the airport.
Transportation to and from hotel is arranged by PIA free of cost.
October 2013
Version 1
Page 41
PIA Contact Center
Special Reservation
Definition of a Group
Seven (7) or more passengers booked in a single transaction in any class of service on domestic /
International flights are considered a GROUP. A group should be divided only if there is a:
a. Reduction in the size of the group
b. Change in the itinerary
c. Pre-reserved seating of more than 50 passengers.
NOTE:
1. Do not create a booking with more than 4 passengers in a PNR. As it will not land in code share
airline system.
2. Group booking (GN status) is not allowed on code share flights. If there is any requirement of
group booking on code share flights then maximum 4 passengers should be booked in one PNR.
Expectant Mother Travelling Information
At the time of booking, reservation staff will inquire passenger(s) if they or any of their group members
requires medical assistance, to ascertain the possibility of travel of expectant mother.
1. Once established, reservation staff will ensure that before accepting the Expectant Mothers,
following information is available or provided at the time of booking to make certain that the
Expectant Mother is in normal health and with no pregnancy complications:
•
•
•
•
•
Uncertainty of progress of pregnancy
Time of confinement
Expected complications in delivery
Previous multiple births
MEDIF (Medical Information)
2. In case of normal pregnancy, expectant mothers can be accepted for carriage up to 24 weeks of
pregnancy. However, the MEDIF will still be required, if established that expectant mother is
travelling.
3. Expectant Mothers with 25 to 28 weeks pregnancy shall only be accepted, if passenger submits
a MEDIF (Medical Information) specifically mentioning that the passenger is fit for air travels.
The MEDIF must be endorsed by the qualified doctor.
October 2013
Version 1
Page 42
PIA Contact Center
4. In emergency situations or on compassionate Grounds, Expectant Mothers with 28 to 32 weeks
pregnancy shall only be accepted with the prior consent of CMO PIA/PIA nominated doctor on
the MEDIF and that she is accompanied by a physician or other qualified person.
5. The expectant mothers shall not be accepted for carriage after 32 weeks of pregnancy.
6. It will be mandatory for the expectant mother or her representative to fill the indemnity Bond
from PIA booking offices whenever, pregnancy is or beyond 28 weeks.
7. The MEDIF has been furnished for travel bearing a date not more than 10 days of medical
examination.
8. In case of interline travel; the required number of copies is available for the connecting carrier.
9. Expectant mother shall not be accepted on emergency exit row or the seat near the aircraft
door.
10. Any other instructions recommended by Medical Officer
Stretcher Case
•
•
•
•
•
•
Contact Center is not authorized for stretcher case booking.
Contact Center is not allowed to receive KL or KK status.
Booking should be made at least before 72 hrs from booking office.
Normal Y class adult fare would be charged for each seat removed (aircraft wise).
One additional seat to be blocked for an attendant in all aircrafts
Free baggage allowance is according to the number of fares paid. However, personal
allowance will be limited to single entitlement and attendant accompany the stretcher will
be charged one normal adult fare separately.
Passenger Travelling with Dead Body
PNR creation is allowed from the Contact Center only for attendant like a normal passenger. (Not
allowed in ATR aircraft)
Requirements
1. Hospital/Medical certificate.
2. Coffin Box certificate.
3. Police certificate.
4. Photo copy of Attendant CNIC.
5. Dead body charges would be collected at cargo before 3 hrs prior departure.
6. Attendant will travel from passenger terminal.
October 2013
Version 1
Page 43
PIA Contact Center
PIA carries free of cost dead body of PK national that expired out of Pakistan and only on PK flight. Not
valid for domestic or EX-Pakistan
Carriage Of Animals In Cabin (At the Owner’s Risk)
PIA Contact Center is not allowed to create such PNR however makes normal booking for Passenger.
Live animals policy, (Seeing Eye dog, Falcon or Pet Animals) cannot be accepted for carriage in the
aircraft cabin but can be accepted in the hold (checked-in with cage) with valid permits and health
certificate.
Exception: Carriage of service (Seeing Eye) dogs will be accepted to/from USA on same flights.
Rules for carriage of animals
The passengers must be advised to contact the local Traffic (airport) office at least 48 hours in advance
of Travel date of the visually impaired (blind) passenger to enable the airline to make necessary
arrangements for carrying the animal.
Traffic office shall be responsible for sending messages if interlining is involved.
Size of the animal cage should not exceed the dimensions 35 x 23 x 40 inches for carriage
in the hold.
The size of the bird cage should not exceed the dimensions 12 x 18 x 16 inches for carriage in the hold.
Carriage of service (Seeing Eye) dog on flights to/from USA
A service dog will be accepted for transportation in the passenger cabin of the aircraft on flights
to/from USA, including flights between Pakistan and USA via Manchester/Barcelona or any other
intermediate point, in all classes of service.
Conditions
1. If travel involves other carriers, separate clearance must be obtained from the concerned
carriers prior to acceptance at the airport of origin.
2. No limitation to the number of service dogs aboard PIA aircraft.
3. Health related documents e.g. veterinary records required.
4. PIA will provide bulkhead seat if passenger travelling with a service dog either a bulkhead seat
or any other seat.
October 2013
Version 1
Page 44
PIA Contact Center
5. PIA will not accept a service dog for transport in the passenger cabin under the following
circumstances;
A. The service dog is too large or heavy to be accommodated in the cabin meant for an
emergency evacuation.
B. The dog would create a direct threat to the Health or safety of others in the cabin
e.g.
barks,
Growls
or
manifests
other
aggressive/disruptive
behavior.
6. If a service dog cannot be accommodated in the passenger cabin for the above reasons, PIA will
transport the dog in the cargo hold if the passenger has provided an IATA approved
container.
7. PIA will not charge passengers for the cost of transporting a service dog aboard PIA aircraft.
8. Passengers are responsible for paying all applicable government paid fees or charges for the
Animal health requirements, inspection charges, Quarantine charges and treatment
fees.
9. PIA will not be responsible if the service dog is refused entry into any country.
Contact Center Responsibility:
PIA Contact Center shall provide the required information and Telephone numbers of respective Airport
Traffic/Cargo offices.
Live animals including dogs, cats, reptiles and household birds when properly crated and accompanied
by valid health certificate entry permit and other documents required by countries of entry transit, will
be accepted for carriage on PIA flight in the baggage holds only. The size of containers should not
exceed the dimension 35” X 23” X 40” for carriage in the hold.






Lap dogs cats and household birds may not be allowed for carriage in the Cabin as per PIA
policy.
Excess baggage charges are applicable at the time of check-in as per normal excess baggage
charges for live animals.
Pet is properly crated in a container not exceeding the dimensions of 12” x 18” x 16”.
Bird cage is covered by a piece of cloth while in the flights.
Live animals and pets for flights to Great Britain can only be accepted as cargo
(unaccompanied baggage) with proper entry permit, Health Certificate and other required
documents.
For Saudi Arabia Dog/Monkeys and other birds are only acceptable if prior clearance from
government agencies in Saudi Arabia is taken. If not then PIA cannot accept live animals for
Saudi Arabia.
October 2013
Version 1
Page 45
PIA Contact Center
Note: The weight of accompanied animal/pet, when accepted including the weight of container, shall
not be included in the free baggage allowance of the passenger. The passenger will have to pay the
applicable excess baggage charges.
Armed Passenger
If a passenger wants to carry a personal gun/pistol on a flight then initially he/she will hand over the gun
to ASF (Airport Security Force) before entering the departure lounge and will have to fill out a form by
providing original armed license. ASF staff will hand over the gun to PIA security/Cabin crew of the flight.
On arrival, passenger will collect the gun/pistol by PIA security staff.
Specially on USA flights
When passenger with arms arrives at the check-in counter, for checking PK security informs Port
Authority Police they come and check the purchase receipt in case of shotgun, if its a handgun purchase
receipt and State Department Authorization is required. When all papers are checked-in Gun is placed in
a hard suitcase or container and taken to TSA machine along with Port Authority Police, after TSA has
checked that baggage it is escorted by PK security to bag room for loading.
PRE-PAID TICKET ADVICE (PTA)
General
PTA is like any other reservations transmission except that someone other than passenger makes
payment in another city. It always involves two carriers or two offices of the same carrier.
1. A PTA may include, besides passenger’s fares, payment to cover tax, excess baggage and
incidental expenses, which may be incurred by passenger en-route.
2. Travel agencies are not permitted to issue PTA.
3. Issuance of PTA will be subject to the applicable government regulations relating to the
issue of ticket to/from another country.
Note: PTA charges have been withdrawn on whole PK network (domestic/international) due to
implementation of e-ticketing across the network.
Miscellaneous Charges Order (MCO)
Following are the situation in which MCO may be issued to cover collection for various types of services
as listed below:
•
•
•
•
To cover air or surface transportation
To cover excess baggage charges
To cover baggage charges shipped as cargo
To cover land arrangement for inclusive e tours
October 2013
Version 1
Page 46
PIA Contact Center
•
•
•
•
•
•
•
•
•
•
To cover extra fares
To cover car hire.
To cover additional collection in connection with upgrading or under collections
To cover tax
To cover deposits.
To cover refundable balances
To cover Hotel accommodation charges.
To cover collection for PTA’s
To cover charges to be collected for services carrier provided or not for incapacitated
passengers, that is oxygen ambulance special equipments.
To cover sleeper charges.
An MCO must never be used to transfer funds from one country to another. Therefore the amount for
an unspecified transportation and other services must not exceed USD 750 or its equivalent in local
currency convertible.
AAA Updates PIA GSA’s:
Below are the cities where PIA doesn’t have its booking offices but GSA’s represent PIA and provide
standard services. To use AAA, following codes may be used for designated countries
S. No
COUNTRY
NAME
Code
1
AFGHANISTAN
FIRDOUS HASHI TRVL, AFGHANISTAN
KBL
2
BANGLADESH
HZF AL KHALEEJ TRVL, BANGLADESH
HZF
3
NORWAY
HXV AIR INTL OSL, NORWAY
HXV
4
OMAN
HHL TRVL POINT LLC, OMAN
HHL
October 2013
Version 1
Page 47
PIA Contact Center
5
DOHA, QATAR
HHK QATAR TOURS DOH, QATAR
HHK
6
SPAIN
DZF GATEWAY TOUR, SPAIN
DZF
7
COLOMBO, SRILANKA
HER THE BOTTOM LINE
HER
8
TURKEY
IST --- NOT AVAILABLE
IST
9
UAE (ABU DHABI)
SULTAN BIN YOUSAF, AUH
AUH
10
UAE (AJMAN)
HJL AL AHLIA TRVL & TOURISM
HJL
11
UAE (DUBAI, FUJAIRAH)
CPW ORIENT TRVLS & TOURISM
CPW
12
UAE (UMMAL QUWAIN, RAS AL KHAIMA)
CPW ORIENT TRVLS & TOURISM
CPW
13
UAE (SHARJAH)
SHARJAH NATIONAL AIR TRVL AGENCY
HGX/CPW
14
MALAYSIA
APB TRVL AND TOUR, MALAYSIA
KUL
15
PARIS, FRANCE
PQO MED TOURS, FRANCE
PAR
16
DENMARK, COPENHAGEN
VWD AIR INTL CPH, DENMARK
VWD
ARMED FORCES TITLES
SECOND LIEUTENANT
SUB LIEUTENANT
LIEUTENANT
LT COMMANDER
CAPTAIN
COMMANDER
MAJOR
COMMODORE
LT COLONEL
REAR ADMIRAL
October 2013
S LT
SUB LT
LT
LT CDR
CAPT
CDR
MAJ
CDRE
LT COL
R ADM
Version 1
Page 48
PIA Contact Center
COLONEL
VICE ADMIRAL
BRIGADEAR
ADMIRAL
MAJ GENERAL
FLIGHT LIEUTENANT
LT GENERAL
SQUADRON LEADER
GENERAL
WING COMMANDER
FIELD MARSHAL
AIR VICE MARSHAL
AIR MARSHAL
GROUP CAPTAIN
FLYING OFFICER
MAJOR RETIRED
AIR COMMODORE
HIS EXCELLENCY
HAWALDAR
SEPAHI
COL
V ADM
BRIG
ADM
MAJ GEN
FL LT
LT GEN
SQ LDR
GEN
WG CDR
FM
AVM
AM
GP CAPT
FL OFF
MAJ RTD
A CDRE
HE
HAV
SEP
LANCE NAIK
October 2013
LNK
Version 1
Page 49
PIA Contact Center
ACTION STATUS CODE
AF Awards Free Ticket (No Action Required)
BB Book Jump seat
BK Holds Confirmed - Used only by automated accounts for OA segs Generates a teletype message
upon cancellation cannot be used to generates PTA’s
BL Flight Waitlisted directly with carrier no message generated for cancel action
BR Boarding have been run
CG Purchased business, Boarded in first or coach class
CN Cancelled, check for alternate
DL Differ from waitlist, if still desired must be cancelled and relisted
FS Free sell
GL holds waitlist- used only by automated accounts for OA segments
HN Have need- on request
HK Holding confirm
HS Have Sold- Adjust Inventory.
HQ Holding need- Pending clearance from OA
HX Have Cancelled a host cancel action will generate an HX back to the booking source.
IC Incorrect Class
IG Involuntary up/down grade
IK Infant No seat
IN If not holding, need
IS If not holding sell
IX If holding cancel
LK Holding Confirm
October 2013
Version 1
Page 50
PIA Contact Center
LL waitlist
NN Need, Request status
NO No action taken- cancel segment and request an alternate
NR No record, Passenger was boarded
NS No show
OB Over Booked
OS Over Sold
OX Holds Confirmed as alternate –cancel only if requested seg IS available
PK Passive Segment In Bound TTY only
PN Pending Needed
PS Positive Space
PU Passive seg update with ticket number
RQ On Request, Appears on pax t ticket
SA space available
SB Pax boarded as stand by
SC Host schedule change, shows new segment
SQ space/service requested
TK OA schedule change
TN On request/Holds need
UC Unable to confirm or waitlist cancel seg and request and alternate
UN Unable to confirm, Flight not operating
US Unable to sell, change seg status to HL
UU Unable to confirm change status to HL
October 2013
Version 1
Page 51
PIA Contact Center
VG Voluntary upgraded/downgraded
WL Was waitlisted, no longer waitlist due to schedule change xcl seg
XK Cancel OA segment
XM Cancelled due to misconnection
October 2013
Version 1
Page 52
PIA Contact Center
October 2013
Version 1
Page 53
PIA Contact Center
STANDARD PHONETICS FOR RESERVATIONS
A
ALPHA/AMSTERDAM
B
BRAVO/BOMBAY
C
CHARLEE/CHINA
D
DELTA/DENMARK
E
EASY/ENGLAND
F
FATHER/FRANCE
G
GERMANY/
H
HARRY/HOTEL
I
ITEM/INDIA
J
JAPAN/
K
KILO/
L
LIMA/LONDON
M
MOTHER/
N
NAVY/NEWYORK
O
ORANGE
P
PETER/PAKISTAN
Q
QUEEN
R
ROGER/ROME
S
SUGAR
T
TOMMY/TANGO
U
UNITED/UNION
V
VICTORY
W
WATER/WASHINGTON
X
X-RAY
Y
YELLOW
Z
ZEBRA/ZULU
October 2013
Version 1
Page 54
PIA Contact Center
Operational SOPs
SOP for Northern Area flights (GIL/CJL/KDU)

Booking to northern areas (Gilgit, Chitral and Skardu) can now be done by Contacting PIA
Contact Center (111-786-786 or 111-FLY-PIA), any PIA Sales Office or PIA Sales Agent.
 At the time of booking, passengers will be required to provide their telephone contact and
their ID card/passport details. If booking through agents, passengers must insist that these
details are entered.
 Operation of flights to Gilgit, Chitral and Skardu is dependent on weather. Therefore,
booking will be accepted on request basis only. However, Boeing operation of ISB-KDU-ISB
will be exempted from this rule.
Inbound Function









The Northern Area flight operation is subjected to weather, therefore only waitlist reservations
can be done by PIACC.
Waitlist passengers will be advised to purchase ticket within next 96 hours or 48 hours prior
departure whichever is earlier.
DS and un-ticketed PNRs will not be entertained for confirmations except on cancelled flights
backlog.
Passenger contacts are mandatory for reservation; in case of no customer contact reservations
will be cancelled.
Photo ID/ NIC to be firmly advised to all passengers for ticketing and to be carried for checkin.(Not mandatory in PNR)
On open-for-sale flights in system availability within 24 hours of flight departure, fresh PNRs
maybe created with 01 (one) hour time limit. Until auto-cancellation by RIM is effective, KQC
must keep a follow-up of PNRs created on time limit and cancel them accordingly.
Confirmed PNRs must not be created after 2200 hours. Passengers travelling ex-ISB/PEW should
be asked to contact airport service counters.
KQC must keep in mind that PIA Sales Offices in GIL/KDU/CJL close at 1700.
PNRs requiring urgent action i.e. VIPs, patients, purged backlog PNRs, split family PNRs etc. must
be placed on HEU Queue 500 with relevant remarks in 5H REMARKS. (No unnecessary quipping)
Outbound Function


Post arrival of flight in Islamabad, system will auto KL the waitlist passengers for the next day
flight.
Confirmations will be queue placed on KQC designated KQC queues as follows:
Flights ex ISB/PEW
KQC 333
Flights ex KDU/GIL/CJL
KQC 334
Flights ex ISB/PEW
KQC 335
Cancelled Flights ex KDU/GIL/CJL for advising UN/KK KQC 336
October 2013
Version 1
Page 55
PIA Contact Center








KQC to ascertain confirmations are advised timely to all customers.
KQC on informing KL/KK will REVAL the reservation.
If the passenger does not accept the confirmation, the seat will be cancelled (DL) by KQC.
In case wrong contact is given, KQC will wait till 16 hours before flight departure before
cancelling the seat – giving the passenger required/sufficient time to call for reconfirmation.
Check VCR to ensure that it is not already REVAL by the passenger through a PIA Sales Office
before cancelling segment.
In case passenger is UNABLE TO CONTACT (no response) for 02 hours from confirmation and
upto 16 hours before flight departure, KQC will cancel (DL) the segment. Queues team will
attempt Unable PNRs twice before placing to KQC – Q/339.
When seats are offered in a lower/higher RBD and passenger accepts the confirmation, they
must be advised to reissue the VCR before check-in.
In case of manual confirmation and individual placement of PNRs by HEU on KQC queues,
Queues agents must also place the LD of that on queue for re-checking the VCRs etc.
Please check VCRs vigilantly as VCR may already be REVAL by a PIA Sales outlet directly by the
passenger before KQC has called to inform confirmation - before cancelling segment.
LIST of VIPs









Governor Gilgit Baltistan
Chief Minister Gilgit Baltistan
MNA Council members Gilgit Baltistan
Chief Justice Northern Area
Vice Chancellor Karakoram University
Officers of Armed forces
I.G. Police
Chairman National Disaster Management Authority
State Bank Treasury Shipment Movement
Cancellation of Flights




On cancellation of flights HEU will adjust the flight load for next flight and place the PNRs in KQC
– Q 336.
KQC will inform all customers and REVALIDATE all confirmed reservations.
The Unable PNRs will be attempted twice and then placed to KQC – Q 339.
KQC must preserve LD of cancelled flight by queue placing on a designated queue
 Photo ID will be required at the time of ticketing/check-in.
 PIA will close its special Northern Area Counters at Sales Offices in Rawalpindi and
Peshawar.
October 2013
Version 1
Page 56
PIA Contact Center
Change of Booking Charges:
Change of confirm booking:
No-Show charges:
Refund charges on RQ status:
PKR 250
PKR 1000
NIL
HEU is the CRC Pseudo City for Northern Area flights.
Time Limit for Northern Areas
Add time limit on Northern area waitlisted PNRs, this practice will clear all blocked un-ticketed waitlisted
bookings.
Waitlist booking beyond 1 week
Waitlist booking within 96 hrs
Waitlist booking within 48 hrs
Waitlist booking with in 24 hrs
Confirm seat within 24 hrs
: 96 hrs (4 days) time limit.
: 48 hrs time limit
: ASP
: Confirmation not guaranteed
: Not Allowed/Direct Ticketing
Ticket at Door Step SOP
Ticket home delivery is possible for all domestic E-Ticket sectors except Northern Areas.
Only pure domestic E-Tickets to be delivered in following cities:














KHI/LHE/ISB/RWP/PEW//MUX/LYP/SKZ/BHV/RYK ... Suspend in ISB and UET.
Ticket delivery is not possible within 6 hours of flight departure and after 5 PM for same day
flight.
Ticket will be delivered by Speedex courier service.
Jacket and International tickets will not be delivered.
Only Cash FOP is acceptable.
No additional / service charges against this service.
Address and form of payment must be entered in PNR.
PNR to be quipped in Q-499 for home delivery ( QP/499/14 )
PTCL contact number is mandatory.
Do not accept ticket at door step request on other PK stations PNR (like WPI / KHI/ KHB/ LHE/
ISB/ MUX/ BQA etc). Only KQC created PNR to be delivered.
This service would not cover tickets with entire open and request reservation status.
Delivery of the tickets by Speedex will be done at three time slots
After 1700 hours‚ bookings will be made by Call Centre for flights departing after 1500 hours the
next day‚ and will be ticketed in the 0900 am slot the following day.
Always remember that bookings that need verification and documentation will not be delivered
as a home delivery ticket facility like student discount / Journalist discount / Blind discount /
October 2013
Version 1
Page 57
PIA Contact Center
Senior citizen discount / Army vouchers ticket / Unaccompanied minor case / SCB co brand
discount and Handicapped discounted tickets.
Responsibility of Inbound team:





Creation of PNR as per given time limit parameters.
ADD FOP and Address correctly.
Advise all flight details without using word of Time limit. .
Do not commit / advise about ticket delivery time. Quip the PNR in Q-499/14.
At the time entering address‚ must check non service areas for particular city.
Responsibility of Outbound:



Verify complete flight details / contact details‚ type of passengers‚ Fares‚ sector‚ flight date‚
address and FOP.
After all verifications‚ place the PNR in 499/14 of respective station.
Ticket delivery commitment time will be 4 to 6 hours after verification call from outbound team.
(Subject to traffic and city condition)
*Refer to service areas for courier on info pages
SOP for Confirmation of “D” Class Seats
PIA has revised the existing SOP for confirmation of seats in Business Class (D) on international sector for
Chairman, Managing Director, Senior Management, Ex-Chief Executives and Board Members on
officials/ vacation travel as per the following details.
Official Travel (immediate confirmation)
Confirmation in D Class at the time of booking - subject to availability of seats for
A- Chairman & family if accompanied on official visit
B- Managing Director & family if accompanied on official visit
C- Directors
D- Serving Members of PIA Board
E- General Managers and equivalent entitled for Business Class
F- SUPY Cockpit Crew / Aircraft Engineers Blockings (Domestic & International)
G- Captain and spouse only (25 years of service or more)
October 2013
Version 1
Page 58
PIA Contact Center
Holidays Travel
Confirmation in D Class at the time of booking - subject to availability of seats:
A. Chairman and Family
B. Managing Director and Family
Confirmation in D Class within 36 hours of flight departure, subject to availability of seats:
ABCDEFG-
Ex-Chairman, Ex-Managing Director / Ex-CEO / Ex-COO & spouses
Serving Members of PIA Board and families
Ex-Members of PIA board and families
Directors and families
Cockpit Crew and families
General Managers and equivalent / families entitled for D Class
Deputy General Manager on official travel.
Same waitlisted bookings must be Q placed on queue number 201 of the respective CRC pseudo city
with Queues prefatory code 12 for confirmation:QP/ZQP 201/12 USA, CANADA, EUROPE
QP/CQO 201/12 GULF
QP/ZQY 201/12 U.K
QP/ZQR 201/12 SAUDI ARABIA
QP/ZQT 201/12 FAR EAST, SOUTH ASIA
QP/ZQV 201/12 DOMESTIC
VCR Update/Revalidation Policy
At the time of changes/Reconfirmation when Contact Centre agent comes across PNR in which the
itinerary does not match with the VCR, you must take following actions immediately:
FOR WITHIN PAKISTAN
Passenger traveling within / Ex- Pakistan on any Domestic or International flights
VCR must be re-validated + payment not later than 12 hours after the advice, otherwise booking shall be
cancelled.
In case of within 12 hrs, it must be updated within 2 hrs or as soon as possible after advice.
FOR OUTSIDE PAKISTAN
Passenger traveling from all points to Pakistan
VCR must be re-validated + payment not later than 18 hours after the advice, otherwise booking shall be
cancelled.
In case of within 18 hrs, it must be updated within 6 hrs or as soon as possible after advice.
October 2013
Version 1
Page 59
PIA Contact Center
Note:
A. Inform the passenger to get the VCR re-validated + payment as per given time, otherwise
booking shall be cancelled.
B. It must be explained to the passenger that once the seat has been cancelled it will not be
possible to accommodate him in the same low fare class.
C. Insert the same text in 5H remarks stating passenger informed about VCR re-validation with
date and time.
Payment Procedure for USA passengers
With ref to the policy of VCR update or charges collection within 18hrs, US PIA offices offered following
facility in view of distance span of USA area.
1. You may also advise the following procedure to US customers for COB/DOF payment.
2. Mail/dispatch the COB amount to the nearest PIA office address i-e either of the Chicago,
Houston, New York or Washington whichever convenient to the passenger.
3. COB amount can be mailed by Money Order or Cashier Cheque to PIA office by overnight/urgent
delivery service through FedEx, UPS or Postal service, etc.
4. Money Order or Cashier Cheque should be for "PAKISTAN INTERNATIONAL AIRLINES”.
5. PNR, Flight details and Telephone contact to be advised by passenger.
6. In case of Paper Ticket, return Post/courier envelope by the same service including Pax address
shall be enclosed for return mail/dispatch.
7. Further enquiries if any, may be addressed by email to PIA station in USA i-e
nyctopk/chiuupk/houuupk/wasuupk @piac.aero
Note:
Personal cheques are not acceptable.
Credit Cards will not be acceptable on telephone.
Web Ticketing
Web Ticket is an internet generated “Electronic Ticket” booked and ticketed by passengers from home
or offices through Credit Card payment. Details of booking/reservation are stored in PIA Sabre Multi
Host Reservation System.
Benefits
1.
2.
3.
4.
Easy online accessibility through internet.
Secured ticket document eliminates the risk of being lost or stolen.
Reservation and ticket details are sent to passenger’s personal e-mail address.
Real time data storage in SABRE Sonic Reservation System.
October 2013
Version 1
Page 60
PIA Contact Center
5.
6.
7.
8.
9.
Refundable as per PIA policy.
Duplicate receipt available on user mailbox for future reference.
Secured/convenient transaction through VISA & Master credit card.
Ticketing facility is available throughout the world on 24/7 basis.
Proper on-line & airport checks to prevent fraud.
Conditions
















Applies to revenue passengers only.
Available for online sales globally through www.piac.com.pk for all flights between Pakistan
and UK, USA, Canada, UAE, KSA, Oman, Norway, Denmark, Spain, Hong Kong, Germany, Italy,
Qatar, Kuwait, Bahrain, Netherlands, Thailand, Malaysia, Turkey & Afghanistan.
Available for online sales globally through www.piac.com.pk for all flights between domestic
sectors (ACSI enabled).
Web ticket(s) can only be issued against payment through Visa & Master Credit Cards.
Web ticket(s) can also be booked online with an option to pay at any PIA Ticket office within six
(06) hours.
For bookings which are made online (website www.piac.com.pk) and subsequently purchased
from PK offices, “Facilitation Charge” of 7% (for international travel originating from Pakistan)
and 5% (for domestic travel) will be levied.
Facilitation Charges will not be applicable if the passenger has issued the ticket himself on PIA
web site against a credit card, which belongs to him or an accompanying passenger.
Web-tickets are non-transferable, non-endorsable & non re-routable.
Web ticket passengers must not be accepted as additions on earlier flights.
The cut-off time to restrict web ticketing sales for international flights is four hours (04) prior
departure.
Reporting time is 90 minutes for domestic and 3 hours for international flights before
departure time.
Passenger check-in closes 30 minutes prior to scheduled departure time for domestic flights,
01 hour prior to scheduled departure time for International flight(s).
Airport Services department MUST ensure card verification & authenticity of web ticketing
traveling passenger documents & credit card.
Agents are not authorized to issue tickets against PNRs created on PIA web site.
Airport Services department MUST ensure that coupons are lifted in right sequence e.g.
Sequence 1 * KHI-LHR & Sequence 2 * LHR-KHI. Out of sequence coupons should not be
accepted for travel.
Passenger will present the following documents at the time of check-in.
Domestic Flights
1. Web Ticket Receipt/Itinerary.
2. Credit Card used for web ticket transaction (Original). Web Passenger(s) should only be
accepted/briefed if the credit card originally used for the ticket purchase is also
presented by the card-holder at check-in counter along with other travel documents.
October 2013
Version 1
Page 61
PIA Contact Center
3. Original Photo ID (CNIC or Valid Passport).
4. PIA check-in staff reserves the right to deny boarding incase the above documents are
not presented by customer at the time of check-in.
1. Web Ticket Receipt/Itinerary.
2. Credit Card used for web ticket transaction (Original). Web Passenger(s) should only be
accepted/briefed if the credit card originally used for the ticket purchase is also
presented by the card-holder at check-in counter along with other travel documents.
3. Valid Passport for international travel as per PIA policy.
4. Valid Visa for destination country (transit where applicable) as per PIA policy.
Incase the above documents are not presented by customer at the time of check-in, PIA check-in staff
reserves the right to deny the boarding.
Passengers on US Bound Flights



Passenger(s) must provide correct Traveler Document and Address Information for preclearance by Department of Homeland Security USA for all US travel.
Passenger(s) will be allowed to travel to US only upon receiving security clearance from US
authorities as per current policy.
Incase the passenger is not cleared to travel by US Homeland Security and fails to board the
flight for US, PIA will not be responsible for any liabilities in such event.
Salient Features







Web ticketing service is being offered to customers between all major domestic routes and
flights between Pakistan and UK, USA, Canada, UAE, KSA, Oman, Norway, Denmark, Spain, Hong
Kong, Germany, Italy, Qatar, Kuwait, Bahrain, Netherlands, Malaysia, Thailand, Turkey &
Afghanistan.
Web Ticketing is available for point-to-point sales only.
Web ticket(s) can also be booked online with an option to pay at any PIA Ticket office within six
(06) hours.
from PK offices, “Facilitation Charge” of 7% (for international travel originating from Pakistan)
and 5% (for domestic travel) will be levied.
Facilitation Charges will not be applicable if the passenger has issued the ticket himself on PIA
web site against a credit card, which belongs to him or an accompanying passenger.
Domestic passenger(s) must have official photo ID i.e. computerized national identity card or
passport.
International passenger(s) must have valid passport, valid visa for destination country (airside
transit visa where required for connecting flights, as per PIA rules).
October 2013
Version 1
Page 62
PIA Contact Center













International passengers must furnish destination address & contact number(s) along with visa
& passport details as per PIA ticketing requirements/rules.
Passenger(s) must provide correct Traveler Document and Address Information for preclearance by Department of Homeland Security USA for all US travel. Passenger(s) will be
allowed to travel to US only upon receiving security clearance from US authorities as per current
policy. Incase the passenger is not cleared to travel by US Homeland Security and fails to board
the flight for US, PIA will not be responsible for any liabilities in such event.
Passengers can purchase web ticket through online credit card transaction.
Credit card holder must be one of the accompanying passenger(s).
Passenger must obtain a printout of web ticket receipt either at the end of transaction, from
“SABRE® -Virtually There®” e-Ticket receipt or from his/her personal e-mail for mandatory
verification at the time of airport check-in.
System will send an auto-generated itinerary message to customer email address as further
reference.
The passenger may also request meal preference at the time of online purchase.
The customer can pre-reserve seat while purchasing online ticket.
Passengers must travel in order of sequence of purchased ticket coupons. Out of sequence
coupons will not be accepted for web ticket travel.
Form of payment for web ticket(s) purchase is credit card only (VISA & MASTER).
All web ticket PNRs will be queued in SABRE Sonic Reservation System which will be monitored
by Contact Center agents on 24/7 basis. Any suspicious cases identified will be sent to Web Sales
Unit for subsequent action.
The passenger may request cancellation of web ticket(s) through PIA Contact Center
(International Toll Free numbers available on PIA Website). Contact center agent will
verify/cancel the reservation and will advise the customer to send an e-mail request to
KHIWTPK@PIAC.AERO along with copy of e-receipt for refund.
Domestic & International Toll Free numbers are:
 Pakistan
111-786-786
 USA/Canada 1-800-578-6786
 UAE
8000-441-1270
 France
0-800-90-5350
 U.K
0-800-587-1023
 Saudi Arabia 800-844-0524
Check In
International Travel
International passenger(s) must present one of the following travel documents at the time of check-in
for verification;
October 2013
Version 1
Page 63
PIA Contact Center





Print-out of SABRE Sonic Web-ticket receipt or itinerary generated through 'SABRE
Virtually there', PNR/Reservation details print-out from PIA website or PNR print-out
obtained from service counter (All samples attached).
Original Credit Card (VISA or MASTER) used for web ticketing transaction.
Valid passport is mandatory for all international travel.
Valid Visa as per regulatory requirements of each country.
Check-in officer must insert passport number & partial credit card number (8 digits) in
ACSI check-in remarks.
Passenger(s) must provide correct Traveler Document and Address Information for pre-clearance by
Department of Homeland Security USA for all US travel. Passenger(s) will be allowed to travel to US only
upon receiving security clearance from US authorities as per current policy. Incase the passenger is not
cleared to travel by US Homeland Security and fails to board the flight for US, PIA will not be responsible
for any liabilities in such event.
Domestic Travel
Domestic passengers must present one of the following web-ticket documents at the time of check-in
for verification;












October 2013
Print-out of SABRE Sonic Web-ticket receipt or itinerary generated through 'SABRE
Virtually there', PNR/Reservation details print-out from PIA website or PNR print-out
obtained from service counter (All samples provided to KHISBPK).
Original Credit Card (VISA or MASTER) used for web ticketing transaction.
Computerized National ID Card (CNIC) or Passport for security/authentication of
passenger/s.
Check-in officer must insert CNIC number & partial credit card number (8 digits) in ACSI
Check-in remarks.
Passenger(s) will only be accepted & briefed if the credit-card holder is a part of
traveling party.
Passenger(s) will only be accepted & briefed if the Credit card originally used for the
ticket purchase is also presented by the card-holder along with other travel documents
(as per PIA rules) at the check-in counter.
The check-in agent must validate passenger information i.e. Credit Card number & ID
number against the PNR details.
Web Ticket is not allowed for special reservation and “GN” status action code.
PNRs include “Stretcher Case, Unaccompanied Minor and request for Therapeutic
Oxygen”.
Incase VCR status is found NO-GO, passenger should be allowed to travel only upon
satisfactory verification of original credit card & identification document by check-in
officer.
ACSI check-in agent shall take necessary action if a VCR is detected as non re-validated
at the time of check-in due to schedule change/incidental change.
Changes of booking are allowed subject to conditions.
Version 1
Page 64
PIA Contact Center


Web ticket passengers must not be accepted as additions on earlier flights.
All other relevant passenger handling should be done as per applicable E-ticket policies.
Reservation & Ticketing






Reservation staff should verify passenger’s credit card used for purchasing web ticket before
issuing PNR print out to passenger, if requested.
from PIA Reservation offices, “Facilitation Charge” of 7% (for international travel originating
from Pakistan) and 5% (for domestic travel) will be levied.
In case of refund requests concerned service staff must verify passenger as per Standard
Operating Procedures for Verification of Passenger and cancel reservation as per existing set
procedure with time of cancellation. Passenger must be advised to send email message to Web
Ticket Refund Unit (khiwtpk@piac.aero).
PIA Web ticket Refund Unit will use reservation cancellation information to ascertain the
cancellation charges, if required and take necessary action.
Incase of Schedule Change, if passenger requests for an alternate flight other than the one
offered, service counter may entertain requested changes.
Changes in reservation are allowed on web ticket subject to conditions. Web passengers must
not be accepted as addition on earlier flights.
Change of Bookings Relaxation


Change of bookings will now be allowed to web ticket customers through PIA Ticket Offices &
PIA Contact Center subject to conditions:
Customers are required to present the following documents at PK Ticketing Offices to make
changes in web tickets for domestic/international flights.
(i) Web Ticket Receipt/Itinerary.
(ii) Credit Card used for web ticket transaction (Original).
(iii) Original Photo ID (CNIC or Valid Passport) as per PNR.

Ticketing staff must cross check and verify that the original credit card used for ticket purchase
and form of customer’s identification entered in PNR are the same as being presented by the
passenger. After positive verification, following remarks must be inserted in 5H field of PNR.
(i)
Last four digits of verified credit card used for ticket purchase.
(ii)


Number of inspected computerized national identity card or passport.
Changes in booking will be made upon collection of all applicable charges as per PIA policy for ETickets i.e. COB charges if any and difference in fare if any. These charges will not be collected in
cash. They will be debited to the same credit card on which the original web ticket was issued.
Incase of domestic tickets, there will be no service charge. The difference in fare will be between
the fares on which the web ticket was issued and the new fare (if the booking class is changed).
October 2013
Version 1
Page 65
PIA Contact Center


For bookings made on the web and ticketing being done by the sales offices, normal e-ticket
policies will be applicable.
PNR splits are not allowed while making changes in web tickets.
Contact Center

All web PNRs will be placed in designated queues in the RES system.
Details of web ticketing designated queues are:
Queue No#
Queues Description
60
PNRs booked on time limit
62
PNRs Successful ticketed
63
PNRs Unsuccessful
400
Action taken on Successful PNRs by call center
401
Action taken on Unsuccessful PNRs by call center
1.
Contact Center agent will monitor queue 62 designated for successful web ticket and make
a courtesy call to all customer’s and verify their booking details:
a. Last/First name.
b. Last four digits of credit card #.
c. Validity date of credit card.
d. Remind customer to carry required documents (Ticket receipt/itinerary, original Credit
Card used for transaction, one photo ID (CNIC or passport) for domestic and valid
Passport for international travel at the time of check-in.
2. Contact Center agent will also monitor queue 63 designated for unsuccessful web tickets
and make a courtesy call to inform the customer:
a. Advise customer that the transaction was rejected due to credit card issuing bank
authorization failure and hence they should contact their bank.
b. Advise them to make the payment at nearest PIA ticket office and attain their ticket.
c. Agent should modify/add the time in Web PNR limit as per PIA standard policy.
d. Advise of applicable YR charges if any.
e. Incase the customer want changes in itinerary, the PNR may be modified and advised
accordingly.
f. Incase the customer decides not to avail the booking, the agent should cancel the PNR.
3. Conversation remarks must be added in the PNR for auto-capture by monitoring system.
Web ticket remarks format:
i.
The remarks will be inserted between WEB TKT. WEBTKTEND tags
October 2013
Version 1
Page 66
PIA Contact Center
ii.
Contact center will insert “WEB TICKET CHECK PAX ORIGINAL CNIC AND CREDIT
CARD” SSR OTHS remarks in the PNR to facilitate the check-in remarks.
All matters/feed-back/Issues should be reported to back-office Web Ticketing Unit (E-Solutions).
4. Contact Center will also entertain FFP password requests after necessary verification as per
FFP SOP. The password will be sent to members via e-mail.
 In case of refund requests, the agent should verify passenger(s) as per Standard
Operating Procedures for Verification of Passenger, cancel reservation with time of
cancellation entered into VCR5 remarks.
 Advise the customer to:
 Send an email to refund unit (khiwtpk@piac.aero) with following information:
 E-ticket Receipt as initially received through e-mail by the passenger at the time
of Web Ticket purchase.
 Name of passenger with PNR and Web Ticket number.
 Last 4 digits of the Credit Card number used for Web Ticket purchase.
 Passenger contact information (Telephone# & Mobile# if any)
 Alternate e-mail address of Credit Card Holder (if any).
 PIA Refund Unit will use reservation cancellation information to ascertain the
cancellation charges (if any).
 All Web PNRs with Schedule change should be promptly handled by Contact Center for
PCC (WPI). Any changes in VCR shall be recorded in appropriate field of PNR e.g. 5H- and
VCR 5 Remarks.
Finance - Refund Unit
Following steps would be involved in the REFUND of WEB TICKETS:
Cancellation of Reservation
The passenger will request the Contact Center for cancellation of Web ticket reservation for refunds (as
has been advised in ‘terms’ section on web ticketing site). He/She may call local PIA Contact Centre (for
Pakistan on 111-786-786 & dedicated international Toll free numbers) or visit our website
www.piac.com.pk.
For identification of passenger, Contact Centre/Local PIA office will follow Standard Operating
Procedures for Verification of Passenger & mention the time of cancellation in VCR5 remarks. PIA Web
Ticket Refund Unit will use reservation cancellation information to ascertain the cancellation charges, if
any.
October 2013
Version 1
Page 67
PIA Contact Center
E-mail to Web Ticket Refund Unit (khiwtpk@piac.aero)
After cancellation of reservation, the passenger will forward the following information through e-mail to
Web Ticket Refund Unit (khiwtpk@piac.aero):

Forward/attach E-ticket Receipt as received initially through email by the passenger at
the time of purchase of Web Ticket.
 Name of passenger, PNR & Web Ticket Number.
 Last 4 digits of the Credit Card Number used to purchase the Web Ticket
 Passenger Contact Information (Tel # or Mobile if any)
 Alternate email address of Credit Card Holder (if any)
Calculation of Refundable Value
The Web Ticket Refund Unit will calculate the refundable value as per Rules. Cancellation & Refund
Charges would be applied as per policy.
Confirmation of Payment of Refund
A confirmation email regarding transfer of refunded amount to the account of the Credit Card Holder
will be sent to the passenger within 15 days of receipt of complete case.
Mode of Payment of Refund
The amount would be refunded back to the same Credit Cardholder Account ONLY which was initially
used to purchase the Web Ticket.
Important Note:


PIA Stations/Offices must ensure that the status of the tickets should NOT be changed to
PRT or to any other status when a web ticket is presented for cancellation in any scenario.
VCR status would be changed from OK to RFND by Web Ticket Refund Unit Head Office
before crediting the REFUNDABLE VALUE to the account of the Credit Card Holder.
Web Ticket Refund cases should not be processed at station level. Stations are only
supposed to cancel the reservation and record the timing of reservation cancellation for the
purpose of computation of cancellation charges.
Schedule Change




Multi-host Reservation System serves as source for all flight schedules and fares appearing on
Sabre Sonic Web.
All applicable Schedule change rules for Web Ticket are same as E-ticket.
VCR is disassociated incase of Schedule change, it is therefore MANDATORY to re-associate and
re-validate the VCR.
During Schedule change if flight is protected with the same route, VCR only needs to be revalidated.
October 2013
Version 1
Page 68
PIA Contact Center




During Schedule change if there is any change in route, VCR MUST be re-associated by virtue of
in-voluntary exchange
All PNRs changes with change in Schedule shall be promptly and timely handled by Contact
Center for Web ticket pseudo-city (WPI).
Web passengers must not be accepted as addition on earlier flights
Any changes in VCR shall be recorded in 5H- field of PNR and VCR 5 Remarks.
Instructions for Passengers
Passengers will be advised to carry a valid official photo ID (CNIC/Oversees Pakistanis Id card) for
domestic travel & valid passport for international travel along with Web-Ticket Receipt.
Passenger must present original credit-card (incase of web ticket) along with the “e-Ticket Receipt”
obtained/printed from “Sabre®-Virtually There®” available on web at the time of purchase or from the
e-mail received in their personal mail box to avoid inconvenience
Instructions for PK Staff
Ticketing & Check-in staff/officers strictly adhere to the laid down policies and entries given in F*PIA.
They will be responsible for any resultant losses incurred due to any negligence/lapses or discrepancy
detected.
SOP for Ticketing Staff for Extension/Re-issuance of Parliamentarians/APW/MCO
Effective 4 Feb 2010, this policy for extension/re-issuance of tickets/MCOs favoring parliamentarians
and Armed Services officials issued against travel vouchers (APW and Parliamentarian voucher) has been
approved. It is therefore advised that expired tickets may be reissued as follows:
The expired ticket/MCO may be re-issued for a maximum period of another six months.
The MCO will be extended for a period of six months at a time with clear remarks “Valid for six months
only”.
No action will be taken if the e-ticket (VCR) has been purged and removed from live partition in case of
e-tickets.
It will be the responsibility of the Parliamentarians/Armed Services personnel to get e-tickets re-issued
before expiry of one year from the date of issuance of the ticket.
In case the reissued ticket/MCO expires a second time, it may yet be revalidated for the third time. In
other words a ticket/MCO issued in favor of these category of passengers may be reissued any number
of times subject to collection of applicable charges/penalties.
Applicable charges such as DOF/COB/Refund/No-show etc. will be collected at the time of re-issuance
October 2013
Version 1
Page 69
PIA Contact Center
New APIS Requirement for Passengers Travelling to/from USA
Background
Effectively 11Dec 2009, US Department of Homeland Security (D.H.S.) has enforced stringent APIS
requirement, for passengers traveling to/from USA. According to new procedure, PK system will not
generate a passenger’s boarding card, unless that passenger is pre cleared by US D.H.S.
APIS data of passengers will be released to US D.H.S for clearance in two stages. In the first stage, PNRs
finalized till 48 hours prior to the flight will be automatically released for clearance to US Authorities.
They will revert with PNR status as accepted or rejected. A passenger will be rejected if his APIS data is
inaccurate/ incomplete; or if he is denied travel permission by US D.H.S. PK will have the option to make
corrections in the PNRs rejected due to inaccurate APIS data and resubmit them to US D.H.S at check-in
time. Fresh PNRS that are finalized within 48 hrs of flight departure will also be submitted at check-in
time for first and final clearance.
Therefore it is necessary that mandatory APIS data comprising DOCS and DOCA (i.e., Date of
birth/gender/last name/first name/middle name etc.), as required by the US D.H.A. must be inserted
with 100% accuracy at the time of creation of PNR and ticketing.
If mandatory APIS data is not reflected correctly in the PNR then that passenger will not be cleared by
the US D.H.S and it will result in non-generation of boarding card, passenger inconvenience, and
consequent delay of flights.
In order to ensure compliance of new US D.H. APIS requirements following procedure is to be adopted.
SOP for Compliance with New APIS Requirement
Ticketing Agents
Ticketing Agents are to physically verify the travel documents, collect their copies from passenger, verify
APIS information in PNR with the documents submitted at the time of issuance of ticket and insert a
remark in PNR to confirm that original documents were checked and verified at the time of ticketing.
PK office ticketing agents on SABRE MULTIHOST will enter following remarks in SSR field:
4OSI PK ORIG TRVL DOCUMENTS CHECKED AND DTLS VERIFIED-1.1
Ticketing Agents on GDSs are also required to enter a similar remark at the time of ticketing.
October 2013
Version 1
Page 70
PIA Contact Center
Agents should be clearly advised that non submission of travel documents of ticketed passengers may
result in cancellation of their PNRS. To avoid last minute rush at PK offices, agents should be advised to
send copies of travel documents immediately after ticketing a passenger.
PK Field Offices
a. Ticket Office Managers or Territory Managers must obtain copies of passport/travel docs (fax or
scanned) from the concerned ticketing agents in their territory, preferably at the time of
creation of PNRs, and positively at the time of ticketing; for secondary verification.
b. PK offices will perform secondary check of APIS data based on copies of travel documents
provided by the agents, take corrective action, if required, and insert remarks in SABRE
MULTIHOST 5H field as below:
5H1-DOCUMENTS CHECKED AND VERIFIED-1.1
c. After performing the secondary check, PK field stations should send the documents to Manager
GDS and Allied Functions (at fax # 9904-3480 or by email) for final verification. The PNR # must
be mentioned on the document copies. These documents should reach the head office up till 48
hours prior to the flight departure. Documents received by field offices after this time are to be
retained at PK field offices and are not to be sent to head office.
d. PK field office may additionally accept travel documents of passengers ticketed within 48 hrs of
the flight departure, up till 12 hrs prior to the flight, for verification, insert mandatory remarks
i.e.5H1-DOCUMENTS CHECKED AND VERIFIED-1.1 and retain a copy of documents in their
office.
e. It is reemphasized that PNRs having incomplete data or conflicting data are liable to be canceled
before data is submitted to US authorities.
f. All other passengers will be treated as airport additions. They will be issued boarding cards only
if they are cleared at the time of check in by US authorities.
Check-in Time
All US flights passengers should be advised to report for check-in at least 4 hours before the flight and
check in should start 6 hours before the flight. Check-in commencement time will revert to 4 hours prior
to the flight when the things get smooth.
Web Ticketing
A disclaimer is placed on PK Web ticketing page stating that passengers must enter accurate (DOCS and
DOCA) information for issuance of their Web tickets, otherwise they will be denied check-in by US D.H.S.
Call Centre agents will verify APIS details of Web Tickets at the time of pre-flight check; through the
telephone contact given in the PNRs, and verify the document details.
October 2013
Version 1
Page 71
PIA Contact Center
SOP for Interline E-Ticketing
This SOP is designed to help you, the call centre and ticket offices. It contains the information you need
to ticket passengers using both electronic ticketing and interline electronic ticketing (IET).
What is Interline Electronic Ticketing
The focus of Interline Electronic Ticketing is to expand electronic ticketing to participating carriers inside
and outside the SABRE hosted environment. IET will provide you with the industry standard solution to
meet the interline goals of PIA.
IET (or Interline electronic ticketing) is a method for documenting the sale of passenger transportation
services. It is an alternative and more modern method than the traditional paper tickets. IET is available
only if the entire itinerary is eligible to be e-ticketed. The entries may be slightly different than for a
paper ticket, and a bit different from E-ticketing so you may want to keep this SOP close at hand.
Reservations
Reservations is where the excitement of interline E-ticketing begins. There are not many changes that
will take place in the reservations environment regarding interline E-ticketing. In fact, the booking
process remains the same with the addition of a few new indicators to look for.
PIA will only implement interline E-ticketing gradually, adding new partners one at a time. When
booking a flight for a customer, an ‘E’ indicator will appear on the availability screen.
11SEPKHISIN«
01SEP SAT KHI/Z‡5
SIN/‡3
1PK 306 C7 D2 A1 P7 R2 X1 KHILHE 700P 845P 310 D 0 /E
Y7 K7 E3 Z2
2SQ 460 Z4 C4 J4 D4 L4 K9* SIN 1045P 745A‡1 772 M 0 MWJ /E
G4 U S9 Y9 E9 B9 M9 W9 H9
3PK*1860 C7 P7 Y0 K7 N7 KHIBKK 1130P 620A‡1 333 B 0 XTQS
OPERATED BY THAI AIRWAYS INTL LTD
4TG 403 C4 D4 J4 Z4 Y4 B4 SIN 800A 1115A 773 M 0
M4 H4 Q4 T4 K4 S4 V4 W4
5PK*1860 C7 P7 Y0 K7 N7 KHIBKK 1130P 620A‡1 333 B 0 XTQS
October 2013
Version 1
Page 72
PIA Contact Center
OPERATED BY THAI AIRWAYS INTL LTD
6TR 103 Y
SIN 820A 1155A 320 0
* - FOR ADDITIONAL CLASSES ENTER 1*C
You can verify if an airline is an IET Partner when you decode:
W/*SQ«
SINGAPORE AIRLINES/SINGAPORE AIRLINES LIMITED
SQ-618-PK OK TO TKT OR ACCPT TKT
PK OK TO ISSUE ELECTRONIC TICKETS ON ELIGIBLE SEGMENTS
PK OK TO ACCEPT ELECTRONIC TICKETS ON ELIGIBLE SEGMENTS
PK OK TO CHK BAGS
Issue the ticket and display the VCR.
W‡FCA‡VCR«
OK
969.90/ 21 0474 1401 2
NO BOARDING PASS INFO
1.1TEST/IET
Please Note that the unconfirmed segment on YY will not be included in the Interline E-ticket.
1 PK 306Y 01SEP J KHILHE HK1 700P 845P /E
2 SQ 460Y 01SEP J LHESIN HK1 1045P 745A 02SEP S /E
3 SQ 422Y 11SEP T SINBOM HL1 730A 1020A /E
4 PK 275Y 11SEP T BOMKHI HK1 210P 330P /E
TKT/TIME LIMIT
1.T-21AUG-HDQ4TW0
October 2013
Version 1
Page 73
PIA Contact Center
2.TE 2142104741401 TEST/I HDQ4TW0 1053/21AUG
VCR COUPON DATA EXISTS *VI TO DISPLAY
PHONES
1.HDQ999
PRICE QUOTE RECORD EXISTS - *PQS
RECEIVED FROM - PIA
HDQ.HDQ8TW0 1041/21AUG07 MXFRJG H
*VI«
VCR COUPON DATA
1.1 TEST/IET
SEG 1 2142104741401 C01 01SEP Y KHILHE OK
SEG 2 2142104741401 C02 01SEP Y LHESIN CTRL/SQ
SEG 4 2142104741401 C04 11SEP Y BOMKHI OK
Please note that the waitlisted segment will not be stored in the fare quote:
*PQ«
PRICE QUOTE RECORD - DETAILS
PQ 1 NCB‡S1-2/4
BASE FARE
PKR48950
74.40YQ
EQUIV AMT
USD810.00
TAXES
TOTAL
159.90XT SD969.90ADT XT
10.30SP
69.50RG
5.70WO
ADT YEE2M
KHI PK X/LHE SQ SIN M403.11YEE2M//BOM PK KHI M403.11YEE2M NU
C806.22END ROE60.714
October 2013
Version 1
Page 74
PIA Contact Center
01 O KHI PK 306Y 01SEP 700P YEE2M
01NOV20K
02 X LHE SQ 460Y 01SEP 1045P YEE2M
03 SIN
01NOV20K
VOID
04 O BOM PK 275Y 11SEP 210P YEE2M
06SEP01NOV20K
KHI
HDQ HDQ 4TW0 1045/21AUG STATUS-ACTIVE
PRICE-SYS
Sending/Receiving Control Manually
To see the control status of coupons do *VI CTL/XX mean XX airline has got the control of coupon , OK
status means PK has got control of coupon. Issue the ticket and display the VCR.
The system automatically sends and receives control of YY segments in PK partition and PK segments in
YY partition. But in case of systems glitches it is done manually.
Commands are as follows:
1. To take back control
VCR#CTRL#C01
2. To send back control
VCR#SEND#C01¤YY
Procedure (documents issued by PK)
The Procedures for Interline E ticketing will remain the same as is for PK E Ticketing as follows:
1. Creation of PNR, pricing and ticketing by both carriers is permissible on E-enabled flights.
2. You may create PNR, price it and issue tickets with following:




ARUNK segments.
OPEN segments with one HK segment or fictitious segment (Pseudo segments) subject to
contract with YY.
Conjunction tickets.
Re-validation is not allowed on IET documents issued by PK/YY; all IET documents should be ReIssued.
October 2013
Version 1
Page 75
PIA Contact Center

Involuntary Re-routing of YY segments is permissible in PK PNRS and vis-à-vis with commands :
Display/Create PNR
*VCR
Exchange VCR with
W#EXCH#INVOL#VCR


The refund procedure for PK document with YY segment will be the same: VCR#PRINT#C01
Issuance of infants tickets with or without adult passenger with YY segment is subject to
agreement with YY.
Interline Reservation:
1. Book only in pooled class on other airline as per Special prorate agreement with respective
carrier.
2. In case of non availability of seat, apologize with customer and offer alternate flight/date.
3. Do not book more than 1 other airline, means book the entire journey (outbound/inbound) in
same airline with PK.
4. PIA has SPA with other airlines only in Economy cabin with particular RBDs.
Special Prorate Agreement (SPA)
SPA means an agreement between airlines to give each other a fixed price for interlining.
Bilateral Interline Traffic Agreements (BITA)
An agreement between 2 airlines according to which only transportation of passengers is allowed in
order to reach a final destination
Multilateral Interline Traffic Agreements (MITA)
According to IATA, “an agreement whereby passengers and cargo use a standard traffic document (i.e.
passenger ticket or air waybill) to travel on various modes of transport involved in a routing in order to
reach a final destination.”
There is no difference between SPA and Interline agreement.
October 2013
Version 1
Page 76
PIA Contact Center
When Passenger booked in combination with PK and SPA (interline) itineraries:
In case of non-availability of seat in originally booked SPA RBD on connecting flight of other carrier,
passenger may be accommodated in next available SPA RBD in same cabin without collection of DOF.
Subject arrangement shall be applicable for passenger holding confirmed PK tickets in combination with
other carriers against SPA and misconnection due to flight disruption during 08Feb till 12Feb11.
VCR Exchange is mandatory in this case REVAL NOT ALLOWED.
Ticketing offices are requested to please forward ticketing details for record and necessary approval.
Before selling any other airline segment ‚ also check the flights range which is NOT ALLOWED to sell.
YR tax is not reflecting in interline fares, when you quote interline fares, you need to add 7 % of base in
total fare.
IET Code Share Flights
Some IET partners do not support issuance of IET on their code share flights, where PK does not have IET
agreement with operating carrier.
In case of YY code share flight where PK does not have IET agreement with operating carrier, Station
should verify from YY Marketing or Operating carrier before issuing IET (for example CZ code share flight
operated by MU).
IET can be issued if YY marketing or operating carrier confirms that PK issued IET will be honored by
code share operating carrier.
Association
Association is the connecting of the VCR coupon with a PNR segment. When a VCR is created, the SABRE
system automatically associates it to the PNR segments. When the VCR coupon and the PNR segment
are associated, the SABRE system allows the issuance of a ticket less boarding pass. If the VCR coupon
and the PNR segment are not associated, a warning will appear on the screen: “Warning — Ticket
required”. Depending on your print routine, the boarding card will not indicate “ELECTRONIC” due to
the disassociation of the VCR to the PNR. VCRs become disassociated for the following reasons:
1. PNR segments are canceled and not re-booked.
2. PNR segments are rebooked but:
o
the city pairs are different including connecting cities
o
the class of service is different for other than date and date plus one departures
October 2013
Version 1
Page 77
PIA Contact Center
3. Name changes, other than those allowed, are made in the PNR.
4. A schedule change has occurred.
If any of these reasons occur, it may be necessary to manually re-associate the VCR to the PNR.
You must first locate the VCR in the database using any of the entries previously noted.
Revalidation
Re-validation and re-association of IET VCRS by YY/ PK is not PERMITTED repeat NOT PERMITTED. It is
mandatory to EXCHANGE VCR.
Exchanges and Refunds
PIA’s current policy regarding exchanges and refunds is that they must be performed at the originating
office where the ticket was issued.
In rare circumstances, the airport will receive authorization from the ticket office to perform the
exchange transaction.
Always check F*FMH/IET/EXCHANGE for exchange information and formats.
The Procedures for Interline E ticketing will remain the same as is for PK E Ticketing. as follows:
 Schedule Changes
When a schedule change occurs on an itinerary with an IET, the VCR must be EXCHANGED for
the new flight.
 Ticketing /VCR Remarks
Ticketing remarks must now be entered on the VCR. This is a very Important step in creating a
record of the VCR.
October 2013
Version 1
Page 78
PIA Contact Center
Quick Reference
VCR#SEND#C01¤YY
VCR#SEND#C1/2¤YY
VCR#SEND#C1-4¤YY
Push control of coupon to operating
carrier or return control of coupons to
the validating carrier.
Push control of more than one coupon
to operating carrier or return control of
coupon to the validating carrier.
Push control of a range of coupons to
operating carrier or return control of
coupons to the validating carrier.
IMPORTANT
IET DOES NOT SUPPORT ISSUEANCE OF ID DISCOUNTED TICKET ISSUED TO PK EMPLOYEES.
SOP for Excess Baggage Promotion (Ex – UK)
Effective 1Jan 2009, PIA has introduced a new service in UK region effective Jan 01, 2009 till further
notice allowing the passengers to carry their excess baggage (over and above the normal Free Baggage
Allowance at up to 30% discounted rate on the current excess baggage rate.
Features:
*Passengers shall book their excess baggage prior to the flight departure (Till the release of flight from
reservation system).
*Each Excess baggage voucher will be available in following two fixed values:
Amount FOR EX-LON / BHX:
Up to 10kgs excess baggage against a payment of GBP 70/Up to 20kgs excess baggage against a payment of GBP 140/Amount FOR EX- MAN / LBA (BRF):
Up to 10kgs excess baggage against a payment of GBP 59/Up to 20kgs excess baggage against a payment of GBP 99/*Facility will be available on UK-Pakistan route only (Exit from UK) irrespective of ticket issuance place.
*Applicable on all Baggage to be Checked-In (oversized baggage will not be accepted)
October 2013
Version 1
Page 79
PIA Contact Center
*EB voucher will be passenger specific (will be issued against a particular name) and once purchased by
passenger will be non-refundable, non-exchangeable and non-transferable.
*In case passenger changes his/her booking, normal COB charges will be applied on ticket but EB
voucher can be used on the new booking/flight without any charges
*Special Service Required (SSR) field will be updated in the PNR by ticketing staff to communicate the
information to relevant sections/department
*Facility will not be used for the transportation of pets.
*EB Vouchers will be valid for one year from the date of issuance to a passenger.
*Excess baggage vouchers can be issued from PIA Booking offices and Travel Agents.
Cancellation Procedure for Reservation (Domestic & International)
At the time of reservation cancellation below fields needs to be looked upon:
1.
2.
3.
4.
5.
Ticket number. (mandatory)
Passport details.
Contact numbers.
Agency name / Ticket issuing place.
Date of first travel.
From 2-5, minimum 2 more verification shall be obtained before canceling the itinerary.
For ticketed reservation to/from UK: following is mandatory
1. -Changes will be made if call is received from PK landline number from the city of return like
LHE/ISB/KHI
2. -Changes will be made if complete verification is provided by the caller
3. -Changes will not be entertained if call is made through cellular number as SIM may be
illegal/stolen/snatched
4. -Changes will not be made if call is made from outside PK. (Intl number/non CLI)
October 2013
Version 1
Page 80
PIA Contact Center
Stretcher Case Booking on PIA Flights
Conditions of Acceptance
Stretcher cases will be accepted on a PIA flight subject to availability of seat/space with confirmed
arrangement for stretcher, and/or medical clearance when applicable.
PIA Ticket offices and GSAs only are allowed to make reservations and ticket issuance for stretcher case
passenger/attendant.
Travel Agents & PSAs are not permitted to book stretcher. They must contact local PIA Office for
reservations and ticket issuance.
Booking and Cancellation of Stretcher case shall not be accepted on telephone by any PIA Reservation
Office and or PIA Contact Center, passenger’s representative shall have to personally visit the local PIA
office for same.
A minimum 72 hours notice with MEDIF clearance is required to accept request for making
arrangements to install stretcher on the required flight.
Request for stretcher booking is permissible in Economy class of service ONLY. Stretcher booking is not
permissible in the upper deck of B-747, B-74M.
It must be ensured by the booking office that the travel documents for the patient and the attendant
are complete and the passenger and or his legally authorized representative has duly signed the MEDIF /
indemnity.
NOTE:
1- KQC is not authorized for create or any action on already created stretcher case booking.
2- KQC is not authorized to receive KL or KK status. (Confirmation of seat)
3- Booking should be made by PIA booking offices at least before 72 hour prior to flight.
4- Y class fare would be charged for the number of seats to be occupied.
5- Attendant seat to be block for attendant in all air craft (Y class fare charged).
6- 6 to 9 seats (depend on aircraft) would be block for stretcher case booking. (F*PIA*37*3)
Number of Stretchers on a Flight
In accordance with PIA policy only one stretcher shall be accepted on a flight, however in emergency
/force majeure conditions a maximum of two stretchers shall be allowed as an exception, the
coordination and approval shall be the responsibility of Managers/DGMs of all three areas i.e. Marketing
October 2013
Version 1
Page 81
PIA Contact Center
- Inventory Control & Operations (CRC) Revenue Management –respective station at board /off point,
Passenger Handling Services at board/off point, Crew Scheduling and Flight Service Standards.
EXAMPLE OF PNR WITH DETAILS
-1KHAN/A MR STRETCHER
-SALMA/MRS ATTENDANT
0 PK 300Y07DECKHIISB DS2 0730 0920
0 EK600Y07DECLHEDXB HN2 1330 1400
9-577788 H KHI
5H-4STCR1/KHAN A MR-1
5H-4MEDA1/MULTIPLE FRACTURE BODY CAST-1.1
5H-4MEDA1/ESCORT SALMA A MRS TRAVEL COMPANION AGE 30 UNTRAINED -2
5H-4OSI CTC H NYC C/O MR ASIF 713-456-678
5H-4OTHS1/MEDICAL CERTIFICATE COLLECTED
5H-4MEDA1/NN1 OXYGEN 02 LITRE PER MIN FOR KHIISB -1.1
5H-3MEDA1/NN1 OXYGEN 02 LITRE PER MIN FOR LHEDXB -1.1
5H-4MEDA PK KHIISB CLEARED 02DEC BY AKHUND/DR PIA
5H-4MEDA EK LHEDXB CLEARED 03DEC BY SAMAD/DR DXBRMEK
5H-4SSR AMBULANCE AND HOSPITAL WILL BE ARRANGED BY PSGR
5H-SPML1/CHICKEN -1.1
QP/ZQV100/37
Ambulance & Hospital Arrangement
Arrangements for Ambulance for pick up and drop from the airport at departure (origin) and
arrangement for meeting at destination from airport to hospital and/or residence as the case may be,
has to be arranged and paid for by the passenger .This information must be recorded in the PNR and
made available to all concerned offices.
Reporting Time
As a standard it shall be at least one hour additional to the normal reporting time.
Applicable Fare
A- For Flights Under Revenue Management
The highest market selling fare of Economy class i.e. RBD “Y” shall be charged for each seat removed
for stretcher. This shall be applicable on the entire PK network Domestic & International flights.
October 2013
Version 1
Page 82
PIA Contact Center
B- For Flights Not Under Revenue Management
Economy class market selling fare i.e. RBD “K” shall be charged for each seat removed for stretcher.
Applicable Taxes/Fuel Surcharge on Stretcher Cases
All applicable taxes (such as RG, PK, SP1 etc) and fuel surcharge (YQ) will be charged only once per
every stretcher case passenger.
Discounts: - No discount whatsoever will be allowed on stretcher case.
Excess Baggage Allowance
Applicable Free Baggage Allowance for single passenger will be entitled, however applicable excess
baggage charges will be collected as per the existing policy.
Cancellation Charges/No-Show Charges/Refund COB Charges
There shall be no cancellation charges/Refund charges, if the booking is cancelled 24 hours prior to
departure.
In case of cancellation within 24 hrs of flight departure, 10% of the fare charged shall apply. Same
policy shall apply on refund cases.
AIRCRAFT
NO OF SEATS REMOVED
ATR
737-300
A310-300
B777-LR/ER/300
747-200
747-300
6
9
6
8
9
6
These seats are permanently blocked in the seat maps and cannot be pre allocated.
October 2013
Version 1
Page 83
PIA Contact Center
SOP for Unaccompanied Minor (UMNR)
Unaccompanied Minor is defined as a child less than 12 years of age who is travelling alone or with
accompany provided by the airline.
Conditions of Acceptance:
Every Airline determines the age at which it will accept an Unaccompanied Minor. The lowest age at
which PIA will accept a reservation for a child to travel unaccompanied provided by the Airline is from 05
years up to 12 years of age.
The Unaccompanied Minor shall be accepted, provided the request is received 07 Days or at least 72
hours prior to travel (whichever is earlier) so that necessary arrangements can be made by the Airline
for his safe carriage.
PIA will allow ONLY one UM with one extra cabin attendant (accompanied) arranged by the Airline.
Carriage of UM shall be permitted only when all segments are confirmed in the itinerary.
Accompanying cabin attendant is optional for UM child aged between 08-12 years.
Domestic sectors:
PIA will NOT accept for carriage a child who is under 5 years of age on the date the flight commences
unless he is accompanied by an escort (family member/ guardian) aged 18 years or more.
RBDs and Fare:
Un-accompanied Child aged between 5-12 years shall be charged 100% of the adult highest Economy,
Economy Plus and Business Cabins fare i.e. Y,P,C on RM sectors and K,P,C on Non RM sectors.
Accompanying Air Hostess shall be optional.
For an extra Air Hostess, the charge shall be 100% of the highest One-way Adult fare i.e. Y,P,C on RM
sectors and K,P,C on Non RM sectors of the same cabin in which the UM is travelling.
International Sectors:
PIA will accept Unaccompanied minor who is between 05 and 08 years of age ONLY if accompanied by
an extra cabin attendant, on payment of the applicable extra charge, on a single/multi segment. For age
08-12 years cabin attendant is optional.
RBDs and Fare:
On International flights Un-accompanied Child aged between 5-12 years shall be charged 100% of the
October 2013
Version 1
Page 84
PIA Contact Center
adult highest Economy, Economy Plus and Business Cabins fare i.e Y,P,C on RM sectors and K,P,C on Non
RM sectors.
Accompanying cabin attendant is MANDATORY for UM Child aged between 5-8 and shall be charged
100% of the highest One-way Adult fare i.e. Y,P,C on RM sectors and K,P,C on Non RM sectors of the
same cabin in which the UM is travelling.
Important for Contact Center:
UMNR + Cabin attendant booking and cancellation is not allowed on phone. Only ticketing counters are
allowed for this procedure; however without cabin attendant booking is allowed from Contact Center
with following mandatory details in PNR.
Age of minor in 4UMNR
Contact numbers of both sides in 9 field.
See off person name and relation in 4OTHS field
Receiving person name and relation in 4OTHS field
Complete origin & destination addresses in 4OTHS field
Reservation Procedure







PNR for UM bookings shall be created using code DS (to prevent instant confirmation).
It is mandatory to record the SSR code UMNR in the general facts field of the PNR i.e. (PNR, i.e.)
4UMNR1/UM 09-1.1, so that:
All concerned are informed about the UM’s
UM booking is exempted from auto-cancellation by RIM
PRE-RESERVED SEATING FOR UM:
Once confirmation has been received the seat may be pre reserved for the child and the
attendant ensuring (ensuring that) it is not near emergency exits.
Once the form is accepted details related to UM must be entered in the PNR and the PNR must
be placed on queue 100 of the relevant city with PIC code 37. QP/XXX100/37
Decoding of City for Placement of UMNR
ZQP-USA CANADA EUROPE
ZQY-UK
ZQR-SAUDI ARABIA
CQO-GULF
ZQT-FAR EAST
ZQV-DOMESTIC
October 2013
Version 1
Page 85
PIA Contact Center
For more details please check PIA Focus .F*PIA*37 ---------F*12-14
EXAMPLE OF PNR FOR UN ACCOMPANIED MINOR TRAVELLING WITH AN ATTENDANT:
Ref: F*FMH/UMNR
EXAMPLE
-1RASHID/MSTR#-1CABIN/ATTENDANT
0300Y15DECKHIISBDS2
9-CTC H KHI C/O MR SHAHID 5667788H
5H 4UMNR1/UM 04-1
5H 4OTHS1 CALL NAME PUPOO Y
5H 4OTHS1/WILL BE SEEN OFF BY MR BARNI UNCLE
5H 4OTHS1/MR BARNI 14-C2 BLOCK 7 KHI
5H 4OTHS1/WILL BE RECIEVED BY MR TARIQ UNCLE
5H 4OTHS1/ADDRESS 104-J / F-8 ISB
5H4OTHS1/051598765 C/O MR TARIQ UNCLE
5H 4SPML CHICKEN BURGER
QP/ZQV100/37
Ref: F*FMH/SPML TICKETING
PNR must be ticketed by PIA Booking Office as soon as booking is confirmed.
EXAMPLE OF UM MOVEMENT/HANDLING ADVICE (MESSAGE) TO BE SENT BY BOOKING OFFICE TO ALL
CONCERNED OFFICES
KH/KK/KY/OA/KF/UM/UB/UF/TO/UU
Board Point Addresses
KHIUMPK/KHIUFPK/KHIRRPK/KHIRSPK
Flight Services, Food Services, CRC
KK/KH/OA/UUPK
Transit Point Addresses
KK/KH/OA/UUPK
Destination Point Addresses
(FRARRLH)
Other Airline Reservations
Splresvn@piac.aero
Special reservation desk at Inventory Control
XXXTOPK ( SENDER)
Addressee (PIA Booking Office)
REF PK PNR XXXXXX
October 2013
Version 1
Page 86
PIA Contact Center
If Two Infant Travelling with 1 Adult
PIA restricts the number of infants that may accompany an adult. This is normally a maximum of two
infants per adult. The second infant accompanying an adult occupies a seat, pays the child fare and is
allowed checked in baggage according to the rules.
Virtual Agent Procedure & Refund
Virtual Agent is web based easy to use PIA Reservation & Ticketing system for Non IATA travel agents,
freelancers and corporate companies. Users will maintain a debit account with PIA and will be allowed
to issue tickets, both on domestic and international sectors.
Key Benefits:







Accessible anywhere any time through the internet.
User friendly interface.
Upfront commission (up to 5% on Domestic and 7% on International ticketing).
Same day ticket void (cancellation) with no charges.
Complete reporting of tickets issued and amount deposited on real time basis.
No account maintenance charges.
Currently available in Pakistan only.
Refund Procedure
Agent shall fill out following details required in the Agent Undertaking for Refund, printed on Company’s
Letter Head.
1. Individual Ticket numbers.
2. Sector wise coupon to be mentioned for refund
3. Date of issue of ticket.
4. Net fare charged Exclusive of Service Charges (YR)
5. Applicable charges according to PIA refund policy to be mentioned by agent.
Agent shall also attach print outs of E-Tickets filed for refund along with Virtual Agent relevant Sales
Report.
October 2013
Version 1
Page 87
PIA Contact Center
The Agent can either Email the scanned copy of the signed undertaking or deliver it personally to the
finance section at local PIA Booking Offices.
Point of Contact
To apply kindly fill the registration form available in the link below and email it to khisapk@piac.aero
http://www.piac.aero/PIA_Business/pia-VirtualAgent.asp
For any trouble shooting, advise caller to contact Mr. Kamran.
Contacts: 300 9254025 / 99045315
Email: support.vagent@piac.aero
SOP Easy Paisa
PIA is starting very soon below Easy Paisa ticket purchasing option for pure domestic routes. If caller ask
about easy paisa option, handle passenger accordingly.
Easypaisa is a flexible payment method through which ticketing can be done through the extensive
network of Easypaisa outlets throughout the country. Details of booking/reservation are stored in PIA
Sabre Multi Host Reservation System.
Benefits
1. Easypaisa outlets accessibility throughout the country.
2. Reservation and ticket details are sent to passenger’s mobile phone.
3. Refundable as per PIA policy through PK Ticket Offices.
4. Ticketing facility is available throughout the country on 24/7 basis.
Conditions
• Applies to pure domestic passengers only.
• Available for sales through easypaisa outlets throughout the country.
• GIL/KDU sectors may not be sold in the initial phase of implementation owing to cancellations due to
weather conditions.
• Ticket(s) can only be issued against confirmed payment to easypaisa outlet.
October 2013
Version 1
Page 88
PIA Contact Center
• Bookings can be made through call centre with an option to pay at easypaisa outlet or any PIA Ticket
office within assigned time limit as per prevailing PIA policy.
• Passenger check-in closes 30 minutes prior to scheduled departure time for domestic flights
• Airport Services department MUST ensure that coupons are lifted in sequence permissible in the eticket policy for domestic flights .
• Passenger will present the following documents at the time of check-in.
Domestic Flights
1. Ticket Receipt/Itinerary.
2. Original Photo ID (CNIC or Valid Passport).
3. PIA check-in staff reserves the right to deny boarding incase passenger does not conform to PIA
policy.
Salient Features
• Ticketing service is being offered to customers only on major domestic routes.
• Customer can make bookings through PIA Contact Centre with an option to pay at nearest Easypaisa
outlet or PK ticket office as per applicable payment policy within the assigned ticketing time limit.
• Domestic passenger(s) must have official photo ID i.e. computerized national identity card or passport
at the time of ticketing and airport check-in.
• Passenger must obtain a printout of ticket receipt either through www.piac.com.pk or through nearest
PK Ticket office.
• The passenger may also request meal preference at the time of contact centre booking.
• The customer can pre-reserve seat through www.piac.com.pk.
• Form of payment for ticket(s) purchase through easypaisa outlets is cash. Cash receipt confirmation
collected at easypaisa outlet will be given to the customers through SMS by Tameer Bank.
• An auto generated SMS will be sent to customer’s mobile number (given in PNR/at time of
reservation)
• FFP member can request the Contact Center for adding his FFP number to the reservation.
October 2013
Version 1
Page 89
PIA Contact Center
• Easypaisa customers can request cancellation of ticket(s) through PIA Contact Center as per existing eticket policy. Contact center agent will verify/cancel the reservation as per the cancellation policy and
divert customer to nearest PK office for payment of charges if any.
Reservations & Ticketing
• For all reissuance needs, Passenger will visit nearest PK office & any difference of fare, charges
applicable thereby will be paid in cash/collected by the passenger at PIA office.
• Desired changes in the reservation can be made by ticket offices and call centers as per existing eticket policy.
• In case of refund requests concerned service staff may assist passenger as per e-ticketing policy.
• Refund section at PK Ticket Office will use process the refund upon deduction of applicable charges as
per e-ticket policy.
• In case of Schedule Change, if passenger requests for an alternate flight other than the one offered,
PK Ticket Offices may entertain requested changes as per e-ticket policy.
No other discounts ( SCB,student ,Senior citizen ,APW, TAC etc ) will be offer through easy paisa option.
Contact Center
• Contact Center will assist the customers to attain temporary bookings as per existing set procedure to
create new PNRs.
• Option to purchase the ticket through easypaisa will be advised to the passenger for pure domestic
tickets.
• FOP remarks to be entered in the PNR indicating purchase is made through easy paisa.
• Tameer system will initiate automated ticketing process ticketing robotically in Sabre.
• Automatic SMS confirmation will be sent to customer upon successful ticketing.
• In case of refund requests call center will verify passenger(s) details, cancel reservation with time of
cancellation entered into VCR5 remarks as per existing Standard Operating Procedures.
• All PNRs with Schedule change should be promptly handled by Contact Center for easypaisa ticket
pseudo-city code (KQC).
• In case of schedule change, if passenger requests for an alternate flight, Contact Center may entertain
such changes as per existing policy.
October 2013
Version 1
Page 90
PIA Contact Center
• Voluntary exchange will be made as per existing-ticket policy.
Schedule Change
• All applicable Schedule change rules for Easypaisa Ticket are same as E-ticket.
• All PNRs changes with change in Schedule shall be promptly and timely handled by Contact Center for
easy paisa ticket pseudo-city (KQC) as done in e-tickets
Important Notes
In addition to this manual, operational policies, location wise rules, fare rules, auto pricing, SABRE
entries and other information is available on PIA Contact Center intranet (Info Pages)
October 2013
Version 1
Page 91

Reservation Operation Manual - CMS

Transcription

Similar documents

April 11, 2015 Ole Zim`s Wagon Shed

Sportsmen`s Bash - Hollywood Volunteer Fire Department

Monster Halloween Party Poster

eLPRess AIMING FOR New TARGeTs TO ReACh The TOP!

How the Customer Experience Can Impac

Ticketmaster Archtics® SPORTS

bogotá-zipaquirá-villa de leyva

WEBSITE - Aurora Policemen Credit Union

Airline Ticket