Customer Management Glossary_e3.0

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Amadeus Altéa Departure Control Customer Management Glossary

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© 2008 Amadeus s.a.s. All Rights Reserved. Edition 3.0

Job Number: 2104

Published by: Amadeus Educational Systems and Services e-mail: [email protected]

May 2008

Table of Contents

Glossary ................................................................................................... 1 Glossary: A ............................................................................................ 1 Glossary: B ............................................................................................ 4 Glossary: C............................................................................................ 7 Glossary: D.......................................................................................... 11 Glossary: E .......................................................................................... 12 Glossary: F .......................................................................................... 13 Glossary: G.......................................................................................... 15 Glossary: H.......................................................................................... 16 Glossary: I ........................................................................................... 16 Glossary: J........................................................................................... 18 Glossary: L .......................................................................................... 18 Glossary: M ......................................................................................... 19 Glossary: N.......................................................................................... 20 Glossary: O.......................................................................................... 21 Glossary: P .......................................................................................... 22 Glossary: Q.......................................................................................... 24 Glossary: R.......................................................................................... 24 Glossary: S .......................................................................................... 25 Glossary: T .......................................................................................... 28 Glossary: U.......................................................................................... 29 Glossary: V .......................................................................................... 29 Glossary: W ......................................................................................... 29

© 2008 Amadeus s.a.s. - All rights reserved

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Glossary

Glossary: A

acceptance Overall process of placing a customer on a flight. The process includes: identification, baggage acceptance, customer acceptance, seating, printing of documents and regulatory checks.

acceptance channel Means by which a customer is accepted for travel. This includes IATCI, cryptic, kiosk, telephone and web application.

acceptance status Identifier that describes the customer's acceptance state. The valid statuses are: Not Accepted, Standby, Accepted and Not Travelling.

ACV Aircraft Configuration Version. It identifies a version of an aircraft type and its physical seat layout.

addition or deletion list See ADL below.

ADL Addition or Deletion List. A list of updates to the Passenger Name List.

ADV Advise Time of Departure. Time at which airports will advise their anticipated departure time when a delay of unknown length is encountered.


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Glossary

advanced passenger information service (APIS) See APIS on page 3.

advance passenger processing (APP) See ASR on page 3.

advance seat request (ASR) See APP on page 3.

advise time of departure (ADV) See ADV on page 1.

aircraft code Codes used for different aircraft types. These are three-character codes that are letters or numbers. The numbers are the same or very similar to those used to identify the aircraft. For example, 727, 747. The letters are generally taken from the aircraft manufacturer’s name or from the model name given to the aircraft. For example, D10 for McDonnell Douglas DC10; L10 for Lockheed L1011. The aircraft codes are most frequently seen in availability and schedule displays. See also aircraft type below.

aircraft configuration version (ACV) See ACV on page 1.

air marshal Government representative who travels on flights to protect the passengers from terrorist activities.

aircraft registration All aircraft have a series of characters that identify them. The combination of characters indicates the country of origin as well as the aircraft identification. For example, VH – EBB. VH indicates Australian Aircraft. EBB is the aircraft identifier.

aircraft sub-type Additional aircraft type. For example, 747-400 would appear as 744.

aircraft type Manufacturer’s designator. For example, B747 where B stands for Boeing and A330 where A stands for Airbus. See also aircraft code above.

airline code Airlines have a two-character code. The two-character code may be the first letters of the airline name, such as AF for Air France and AC for Air Canada, but this is not always the case. Some two-character codes include numbers, such as X3 for Baikal Airlines or 2D for Denim Air. The airline codes appear in all reference and system documentation.

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alliance Group of airlines that work together for their mutual benefit. For example, Oneworld.

alliance tier Common tier for all alliance members who hold equitable tiers across each specific airline’s frequent flyer programs. AA Executive, BA Premier and QF Chairman's Lounge all equal the Oneworld alliance tier of Emerald.

allocated seat See assigned seat below.

alternate destination Destination other than the customer's original booking in a multi-leg flight. For example, if a customer booked LHR-BKK-SYD, the alternate destination can only be BKK.

amadeus business rules Specific set of conditions combined with a specific set of actions that are used during system processing. The rules are customised by a system user airline to meet their individual needs. Each rule is composed of online updateable tables for a variety of levels. The rules are referenced at key decision points.

APIS Advanced Passenger Information Service. This is an immigration system that facilitates customs clearance details for customers travelling to the countries that use this system. For example, the United States.

APP Advance Passenger Processing. A process whereby approval is given for a customer to travel and enter certain countries such as Australia and New Zealand.

ASR Advance Seat Request. The capability to assign seats in advance.

assigned seat Actual seat that the customer will sit in while travelling. An assigned seat is not available for shuffling unless the customer requests a different seat and the shuffle indicator is set to ON manually.

ATB Automated Ticket and Boarding pass. The ATB is an integrated ticket and boarding pass issued by the travel agent or airline directly to the traveller. This means that the traveller has a single document for acceptance and boarding.


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Glossary

ATD Actual Time of Departure.

ATID Airline Terminal Identification.

automated ticket and boarding pass (ATB) See ATB on page 3.

Glossary: B

bag tag Hand-written or printed tag that identifies the flight, customer, date, destination and transit points of the accepted baggage.

bag tag printer Printing device through which the computer generates a bag tag.

bag tag types System-printed tags can be Normal (N) tags or Fallback (F) tags. Fallback tags are used when there is a communication problem between DCS and the baggage sortation system. In that case, the baggage lateral is printed on the bag tags. Manual tags are used when there is a problem with the bag tag printer or there is no bag tag printer.

baggage acceptance Acceptance of the customer’s baggage for loading.

baggage acceptance status Indicates where the baggage is in the acceptance process. There are three categories: 1. Accepted - Okay to load. 2. Stand by - Provisionally accepted but awaiting authority to load. 3. Not accepted - Not okay to load.

baggage allowance As specified by the airlines, the number of bags or baggage weight that the customer can travel with without incurring additional cost.

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baggage group Group of bags in a shared leg or legs belonging to one or more customers that are associated with a single customer.

baggage lateral Area where baggage is kept after it is sorted. Barcodes on the baggage tags are automatically read and the baggage is sorted and diverted to this area. This is only relevant for departure airports that use a baggage sortation system.

baggage pool Special case of a baggage group where there is more than one customer with bags travelling together.

baggage process priority Priority with which accepted baggage is loaded and unloaded. For example, First Class priority, Connection priority. Crew baggage is usually loaded last.

baggage rates table Table of baggage rates used when calculating excess baggage charges.

baggage record Record that contains all the details of a customer's baggage that was accepted for the customer's trip.

baggage source message (BSM) See BSM on page 7.

baggage transfer message (BTM) See BTM on page 7.

baggage type Type of baggage that is accepted. For example, standard, crew or rush.

baggage unload message (BUM) See BUM on page 7.

blacklist category Reasons for which a ticket is refused. These include: Counterfeit (C), Fraudulent (F), Lost in Transit (T), Lost Stock (L), Missing (M) and Stolen (S).

blocked seats Seats that are intentionally blocked on an aircraft and cannot be automatically assigned to a customer when they are accepted for the flight. Seats can be


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Glossary

blocked individually or in consecutive rows. Seats can be blocked for a number of reasons and each time a seat is blocked, that reason is recorded.

Blockspace Type of codeshare. The marketing carrier has complete control over a block of space from the operating carrier and can hold a mini seatmap. Sales are not reported to the operating carrier until the Passenger Name List (PNL) is sent to the handling system.

boardpoint City or airport at which a flight segment begins.

boarding Process of moving customers onto the aircraft.

boarding pass Document that identifies a customer as eligible to board a specific flight.

boarding pass printer Printing device through which the computer generates a boarding pass.

boarding status Indication as to whether a customer has boarded or has not boarded. Also, an indication of whether the flight has started or finished boarding.

boarding time Estimated time for customers to start boarding an aircraft.

booking Generic term meaning a reservation held in a reservations system. It is a record of the customer's itinerary for a given trip. It may include one or more flights as well as hotel and car reservations made through the same system.

booking class Types of classes of service or fares offered on an aircraft.

booking information Information about the purchased ticket and the traveller that indicate whether the person has a reservation and other reservation details.

broadcast printer Printing device that prints on plain or pre-printed paper. For example, a laser printer.

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Glossary

BSM Baggage Source Message. A BSM is created every time a bag tag is processed or baggage details are amended in DCS when the bag is accepted.

BTM Baggage Transfer Message. The BTM provides a receiving carrier at a transfer station with details of all transfer baggage, on an incoming flight, that has not been passed as part of a through acceptance transaction and that is to be transferred to the receiving carrier's services by the delivering carrier. A BTM is sent by the transporting carrier to the receiving carrier(s).

bulkhead Fixed partition on an aircraft.

BUM Baggage Unload Message. A BUM is created when a customer is offloaded for any reason.

business rule See amadeus business rules on page 3.

Glossary: C

cabin Compartment where customer seats are located.

cabin baggage Baggage that the customer carries onto the aircraft. Also known as hand baggage or unchecked baggage.

cabin baggage in seat See CBBG on page 8.

cabin code designator Single letter that is used to identify a specific cabin area. Each area provides different levels of service and comfort. For example, F - First Class, J - Business Class and Y - Economy Class.

cabin configuration How the cabin is configured for the saleable and the fitted configurations.


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Glossary

cancel acceptance Circumstance when a customer is removed from a flight after acceptance or boarding.

capacity Number of available seats for sale in a specific cabin or for a specific booking class. This number is derived from the airline's inventory system.

carrier Term used for tariff, ticketing and baggage purposes to define all companies engaged in commercial transportation.

carrier code Two-character alpha or alpha-numeric code that identifies an airline.

catering Food and beverages loaded onboard an aircraft for customer consumption.

CBBG Cabin Baggage. Baggage that occupies a seat in the cabin. This designation is used when a customer has paid to place an item of carry-on baggage in a seat on the aircraft. Most commonly used for musical instruments and delicate scientific or medical equipment. Also known as Cabin Baggage in Seat.

change of gauge Scheduled change of aircraft type, occurring one or more times en route, but identified by one airline designator and flight number between the origin and destination.

channel Method or outlet through which a CPR or other transaction is accessed for the purpose of acceptance or boarding.

character A combination of letters, numbers or special symbols.

check-in See acceptance on page 1.

child fare Fare for children who are in a specific age range.

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class of service Type of service offered on an aircraft. For example, First, Business or Economy. When shown as a code, it is generally the same as the cabin code designator.

codeshare Agreement entered into by two or more carriers whereby one operates the service, and one or more sell seats according to their respective agreements.

courtesy seat Seat reserved for a passenger without charge.

CM Amadeus software that controls delivery of products to customers. The software is business rule-driven, customer ranking-driven, and synchronised with the SBR.

comment Customer-specific message or text that can be associated to and triggered by certain events such as acceptance, boarding, reprinting of boarding passes, and so forth. Comments have a priority attached to them. All high priority comments inhibit the completion of the process that triggered it. This forces the agent to deliver or delete the message before they can continue.

connecting flight Flight from one point to another that makes a connection at an intermediate airport. A connecting flight can be with the same airline or with a combination of airlines.

connecting point Any point in an itinerary at which the customer must transfer from one flight to another.

connecting time Term used to indicate the amount of time available to transfer a customer and baggage from one flight to another.

contact EOC APP response that instructs the user to contact the Australian Emergency Operation Centre prior to an override entry.

contact GDNPR APP response that instructs the user to contact the General Directorate of Nationality, Passports and Residence prior to an override entry.

contact NZIS APP response that instructs the user to contact the New Zealand Immigration Service prior to an override entry.


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Glossary

CPR Customer Product Record. This is the primary record for Amadeus Customer Management, and contains all the DCS related information. It is created from the SBR and is updated when the SBR is updated. In addition, most amendments to the CPR also update the SBR.

CTP Customer Transfer Process. Process of moving a customer from one flight to another flight. This is primarily done when a scheduled flight is cancelled, delayed or otherwise disrupted.

customer acceptance Overall process of placing a customer on a flight. The process includes identification, customer acceptance, baggage acceptance, seating, printing of documents, and regulatory checks. Process in which both the airline and customer commit to the customer’s travel on a particular service.

customer acceptance status See acceptance status on page 1.

customer list List of customers sharing common characteristics, such as destination or travelling with infants. Customer lists can be pre-defined or built by filtering all customers on a flight by a specific set of criteria.

customer management (CM) See CM on page 9.

customer product record (CPR) See CPR above.

customer ranking value See customer value on page 11.

customer tracking Ability of an airline agent to specify and identify a point of contact with the customer while the customer is in an airport acceptance environment. For example, entrance into the airline lounge or at an airline counter.

customer transfer process (CTP) See CTP above.

customer type Age category of the customer. For example, Adult, Child or Infant.

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customer value Is assigned to a customer to determine the value of that customer to the airline for a range of different activities within the system (for example, acceptance, seating, regrade). Each airline determines the values for each customer based on a combination of different factors relating to that customer. The list of factors may differ between airlines. Some of the factors applied are: •

FQTV tier

•

Booking class and fare type

•

Staff or commercial customer

In Amadeus Altéa Administration, this is referred to as CRV.

Glossary: D

DBC Denied Boarding Compensation. When a customer is compensated for being denied boarding on a flight that they had a reservation on. DBC can be in the form of a monetary amount, or a voucher for future travel.

DCS Departure Control System. DCS is a system that is used to control all aspects of departure control worldwide.

deboard Process of removing a boarded customer from a flight. A customer who is deboarded may subsequently have their acceptance cancelled. In this situation, the new acceptance status would be Not Travelling.

denied boarding compensation (DBC) See DBC above.

departure control system (DCS) See DCS above.

depool Remove customers from a baggage pool.

disruption Flight disruption is a variation to the flight schedule on or close to the day of departure of a flight caused by a planned or an unplanned event. The following are the main types of disruption events: •

Routing Change

•

Seating Configuration Change


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•

Time Change

•

Flight Cancellation

Glossary

DOB Date of Birth.

DOJ Date of Joining.

downgrade When a customer is moved from a higher class of service to a lower class of service.

Glossary: E

e-stapling Electronic stapling refers to the process of associating multiple e-ticket coupons with a single flight.

e-ticket A ticket that is not printed on paper, but stored electronically in the airline system. An ITR is issued to the customer in lieu of a paper ticket. This ITR includes a booking code or record locator that is presented during Acceptance. E-tickets are now offered by all the major carriers.

EDIFACT Message type. (Electronic Data Interchange For Administration (or Accountancy), Commerce, and Trade / Transport). Communication protocol that enables communication between different Amadeus applications and different airlines. EDIFACT is also used to communicate between the JFE and the Customer Management server.

electronic ticketing See e-ticket above.

element Any one of the component parts of a PNR, such as an itinerary segment, a name element, or a special service request. Each element is numbered sequentially within the PNR.

entitled cabin Cabin code that the customer is entitled to be regraded to.

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estimated to board (ETB) See ETB below.

ETA Estimated Time of Arrival.

ETB The Estimated to Board (ETB) is a figure stored in Amadeus Altéa Plan that shows how many customers are expected to board a flight, based on statistics.

ETD Estimated Time of Departure.

excess baggage Baggage for which either the number of allowed pieces or the combined weight of the pieces exceeds the limit allowed by the airline. This is based on the airline's policy.

excess baggage waiver Refers to allowing customers to have bags accepted that are heavier than the maximum allowed weight without charging them a fee.

EXST Extra seat. See courtesy seat on page 9.

Glossary: F

fare Amount charged by the airline or other supplier for the carriage of customers and their free baggage allowance. It is the current charge that an airline or other supplier advertises as applicable to the class of service furnished.

fare types Different categories of fares offered for sale by an airline. For example: •

Full fares. These fares have no restrictions (dates and names can be changed prior to departure). Fare can be fully refunded at any time.

•

Discounted fares. These fares have restrictions such as cancellation fees, and limited date change and refund options.

FIM Flight Interruption Manifest. A document that is issued when a customer or group of customers are provided carriage on another flight or airline due to a disruption.


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flight acceptance status Indication of whether the flight is open for acceptance everywhere, open just at the gate or closed for acceptance.

flight coupon Coupon in the ticket that indicates the two cities that the coupon is valid for. It specifies the class of service and usually calls for a reserved space on a particular flight and date.

flight interruption manifest (FIM) See FIM on page 13.

flight management (FM) See FM below.

flow forward Process of moving early customers to earlier flights on day of departure for operational or commercial reasons. Eligibility for flow forward is dependent on the customer value and operational requirements of the day.

FM Amadeus Altéa Departure Control application that allows airlines to do weight and balance activities. FM works together with CM to meet the airline’s departure control requirements.

FOID Form of Identification.

FQTV Frequent Flyer. Information that identifies a customer as a member of an airline's or alliance’s loyalty program.

free flow Type of codeshare. The operating carrier remains in full control of the inventory and the seatmap. All sales are reported to the operating carrier as the sales are made. Free flow is said to be capped when limits are applied to the marketing carrier’s sales.

free seating Flight has no assigned seats. Customers select their seats on board the aircraft.

free sale Term used on the JFE to represent a Free Flow Codeshare agreement.

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frequent flyer (FQTV) See FQTV on page 14.

Glossary: G

galley Food preparation area on an aircraft.

gate Area through which a customer passes when boarding an aircraft.

gate reader Device at the gate that reads the customer’s boarding pass and registers them as having boarded the aircraft.

gender Indication as to whether a customer is male (M) or female (F).

general flight status Indication as to whether the flight is cancelled, departed, locked, ready for use, open, plan initialised or suspended.

go show Customer that presents themselves for acceptance for a specific flight, who holds a ticket, but does not have a confirmed reservation for that flight. The customer may be holding a waitlisted or space available reservation, or may hold a reservation for another flight.

ground handling Loading baggage, fuelling the aircraft, acceptance of customers and other activities needed to prepare an aircraft for departure.

ground handling agreement Agreement entered into by an airline and another company (or airline) whereby all ground handling activities are performed by the second company on behalf of the first company. This agreement may or may not include the processing of acceptance in a different system.

guaranteed seat See assigned seat on page 3.


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Glossary

Glossary: H

hand baggage See cabin baggage on page 7.

head of pool (HOP) See HOP below.

hold baggage Baggage that is accepted and placed in the aircraft hold.

HOP Head of Pool. The customer with whom a baggage pool is associated.

Glossary: I

IATA International Air Transport Association. An association whose members carry the bulk of the world’s scheduled international and domestic air traffic. It provides authorised agreements between airlines and travel agents for international ticketing.

IATCI Inter Airline Through Check In. A subset of EDIFACT that deals specifically with the airline check in of customers.

ICAO The International Civil Aviation Organization (ICAO), an agency of the United Nations, codifies the principles and techniques of international air navigation and fosters the planning and development of international air transport to ensure safe and orderly growth. The ICAO has its own airport and airline code systems with 4-letter airport codes and 3-letter airline codes.

IFM Interline Fallback Message. Message sent manually to another carrier when through check fails for a customer.

Inbound Flight on which the customer is arriving at your airport when connecting to another sector of the same flight or a different flight.

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infant fare Fare for an infant who has not attained a specific birthday. For example, his or her second birthday. The specific age varies by airline.

infant quota Airline procedures dictate the number of infants allowed on a specific aircraft type.

inter airline through check in (IATCI) See IATCI on page 16.

interline Activity involving two or more carriers for which an Interline Agreement exists Hence: interline itinerary, interline reservations, interline baggage, interline pricing, and interline connection. See interline agreement below.

interline agreement Agreement covering the transportation of customers and baggage over the service of two or more carriers, but with one ticket.

interline fallback message (IFM) See IFM on page 16.

international air transport association (IATA) See IATA on page 16.

international civil aviation organization (ICAO) See ICAO on page 16.

international organization for standardization (ISO) See ISO below.

inventory Number of available seats for sale in a specific cabin or for a specific booking class. This number is derived from the airline's inventory system.

itinerary Complete description of a customer’s trip, from the beginning to the end, even though separated by a gap or gaps. An itinerary can consist of air, hotel and car segments, which are also referred to as itinerary elements.

ISO The International Organization for Standardization (ISO) is an international standard-setting body composed of representatives from various national


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Glossary

standards bodies. The 2-letter country codes used in the system are defined by ISO.

itinerary receipt (ITR) See ITR below.

ITR Itinerary Receipt. An Itinerary Receipt issued to the customer in lieu of a paper ticket. This includes a booking code or record locator that is presented during acceptance.

Glossary: J

java Java is a network-oriented programming language developed by Sun Microsystems. It is specifically designed for writing programs that can be safely downloaded to a computer through the Internet and immediately run without fear of viruses or other harm to the computer or files.

java front end (JFE) See JFE below.

JFE Java Front End. This is the graphical interface for the Amadeus Altéa Departure Control Customer Management application.

journey Complete description of a customer’s itinerary from the beginning to the end, even though separated by a gap or gaps.

jump seat Aircraft seat that is contained on the aircraft but is not for sale. Jump seats are used for the cockpit and cabin crew. In some situations, a jump seat can be assigned to approved company personnel.

Glossary: L

layover connection When a customer must layover or wait for the next part of their connecting flight itinerary. A layover connection always involves an overnight stay.

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leg Airline flight between two consecutive scheduled stops on a given flight. A leg is also known as a sector.

line interchange terminal address (LINATA) See LNIATA below.

link Joining of two or more customers so they can be processed together for part of their journey. For example, adjoining seats. This can be done even if all the flight legs are not identical. Customers on different journeys can be linked, but they cannot have baggage pooled.

LNIATA Line Interchange Terminal Address. A combination of numbers and letters that make up every terminal’s specific ID. The ID is referred to as an ATID.

load control status Indication of the progress of load control activities for a specific flight.

local security administrator Designated person within your airline who is responsible for maintaining security attributes, also known as roles and permissions.

locked flight System access to the specific flight is restricted to all but a few high-level users. This is used if there is a major incident on a flight that requires an emergency to be declared.

Glossary: M

market Naming convention to describe a world, region, country, city or airport. It can also be a combination of different levels. This term applies to business rules.

market information Information about a marketing pair. This term applies to business rules.

market pair Pair of cities or airports, such as MIALON. This term applies to business rules.


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Glossary

marketing carrier Airline in a codeshare agreement that sells the available seats.

MCO Miscellaneous Charges Order. A document issued by an agent or airline as proof of payment for accommodation, ground transportation, special services or as a credit towards future air transportation.

MCT Minimum Connecting Time. The minimum time required to transfer customers and their baggage between flights at any one airport. This time is determined by each airline and may differ from airport to airport and airline to airline.

member of pool (MOP) See MOP below.

minimum connecting time (MCT) See MCT above.

miscellaneous charges order (MCO) See MCO above.

MOP Member of Pool. Refers to a baggage pool. This is a customer who is part of the baggage pool who is not responsible for the baggage. The customer is not the Head of Pool.

multiple association (e-tickets) The process of associating a single e-ticket coupon with more than one flight.

Glossary: N

nationality Country for which the customer holds a passport.

non-stop flight Flight that operates between two points directly without scheduled stops en route.

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NOREC No Record. A customer that presents themselves for acceptance for a specific flight and has a valid ticket for that flight, but a reservation cannot be found in the system for the customer.

NOSHOW Customer who held a confirmed reservation for a specific flight but failed to appear for check-in.

Glossary: O

offload Circumstance when a customer is removed from a flight after acceptance or boarding.

offpoint City or airport at which a flight segment terminates.

onboard service list (OSL) See OSL on page 22.

oncarriage Onward flight to which a customer is connecting.

online connection Online connection occurs when the same airline is used for all connecting flights.

onload Acceptance of customers and baggage currently on standby for a flight. The onload process may also include regrading customers.

open ticket Ticket that is valid for transportation between certain points, but indicates no specific reservation. The customer secures the reservation later. Tickets can be issued with a confirmed outward portion and an open return.

operating carrier The carrier that operates the flight, which may be different from the marketing carrier.


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Glossary

origin city Point where an itinerary starts. This is also referred to as the departure point.

OSI Other Service Information. A request for additional service for a customer that does not require a response or confirmation from the airline.

OSL Onboard Service List. A list that is given or sent to the operating crew for in-flight customer service purposes.

other service information (OSI) See OSI above.

outbound Flight or flight leg on which the customer leaves their airport of origin.

Glossary: P

passenger manifest IATA document that lists the names of customers to be carried on a specific flight, on a specific date, and to a specific destination. A passenger manifest is required for every flight and is generally produced close to or at departure time.

passenger name list (PNL) See PNL on page 23.

passenger name record (PNR) See PNR on page 23.

passenger reconciliation list (PRL) See PRL on page 23.

passenger service message (PSM) See PSM on page 23.

passenger transfer manifest (PTM) See PTM on page 24.

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PAX Abbreviation for passenger or customer.

PNL Passenger Name List. A list of customer data for a specific flight sent by one airline's reservation system to another airline's DCS for the purpose of customer acceptance. This is the case when two airlines have entered into a ground handling arrangement.

PNR Passenger Name Record. A record that contains all the data relating to a particular customer’s travel reservation. It contains not only basic customer data such as name, address, telephone, special needs, and so on, but also flight, hotel and car reservations.

policy waiver Internal airline policy to allow more baggage per customer than the standard normal acceptance limit. It overrides the standard normal acceptance limit or condition of carriage.

pooling Process of combining the baggage allowance for two or more people when the baggage is presented for acceptance at the same time by customers who are travelling together on the same flight to a common destination or stopover. One person must then take responsibility for all the bags and is known as the Head of Pool.

PRL Passenger Reconciliation List. The list includes details of customers boarded, no shows and go shows for whom data exists in DCS.

product For the purposes of Amadeus Altéa Departure Control Customer Management, a product is a flight consisting of one or more legs that are sold in a particular booking class. For example, 6X2 22JAN LHR-SYD. Airlines also use this term to refer to the type of service offered in a particular class or a flight sector. For example, CityFlyer.

PSM A Passenger Service Message (PSM) is a standard International Air Transportation Association (IATA) message sent when special services are required. For example, passengers needing a wheelchair, elderly passengers requiring assistance, or young people travelling alone.

PSPT Passport number.


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Glossary

PTM Passenger Transfer Manifest. Displays arrival information on all onward connecting customers. The information includes baggage details and final destinations.

published seat See assigned seat on page 3.

Glossary: Q

queue Computer waiting line where PNRs or messages are placed when they require action. Also refers to the queue on a printer that shows the agent that there are boarding passes or bag tags waiting to be printed.

Glossary: R

record locator (RLOC) See RLOC on page 25.

regrade Process of assigning a customer to a cabin that is different from the one for which the customer paid. This can be an upgrade or a downgrade.

regrade reason Reason the customer was upgraded or downgraded.

regrade type Whether the customer was upgraded or downgraded voluntarily or involuntarily.

regulatory information Information on a customer that includes date of birth, gender, nationality and passport number.

reservation See booking on page 6.

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reservation booking codes See booking class on page 6.

RLOC Record locator. An alpha-numeric representation of a PNR file address.

rule See amadeus business rules on page 3.

rush baggage Piece of baggage that is loaded on an aircraft without the customer. This only happens under special circumstances.

Glossary: S

SBR Structured Booking Record. This is the internal system version of the PNR that accounts for all booking details as well as delivery. For example, acceptance, baggage and boarding details.

seat attributes See seat characteristics below.

seat characteristics Text that describes the attributes of a seat. For example, aisle, window or middle seat.

seatmap Visual illustration of the seating configuration for a specific aircraft and aircraft type. It includes locations of galleys, toilets, closets and emergency exit rows.

seat preference Information that identifies specific seats or seat characteristics that are requested by the customer.

seat shuffle Ability of DCS to automatically select more appropriate or more desirable seats for customers. You can also set an indicator to ON and manually start this process for someone who already has an assigned seat.


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seat swap Seats of two customers are exchanged.

sector See leg on page 19.

segment Leg or group of consecutive legs from the boarding point of a customer to the off point for the customer on a given flight.

service code Codes used in a customer's booking to request additional services. See SSR below and OSI on page 22.

SITA Société Internationale des Télécommunications Aeronautiques. A telecommunications network used by the major airlines to transmit customer reservations, cancellations, changes and other teletype messages.

SOM Seat Occupied Message.

special service request (SSR) See SSR below.

spur See baggage lateral on page 5.

SSR Specific request from a customer for additional service, such as a wheelchair, special meal, assistance in boarding or transferring, or attention for an unaccompanied minor.

STA Scheduled Time of Arrival.

staff Airline employees and other eligible customers who are travelling for the purposes of conducting business for that airline or who are using employee discounts. This includes flight crew who are travelling on the flight but not in an operating capacity.

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standby Revenue customer or staff member who is prepared to travel if space is available. Standby is one of the acceptance statuses.

status bar Area at the bottom of an application window that shows the status of the application in addition to other information about the application.

STD Scheduled Time of Departure.

stopover Deliberate interruption of a customer's trip made by the customer. It can be any point between the originating airport and final destination. The interruption is reflected on the customer's ticket.

stressed flights If the stress factor for a flight is greater than the value specified in the Flight Stress Factor Rule in the business rules, the flight is considered stressed. When a flight is stressed, the system may offer customers available alternatives for transfer during the acceptance process.

stress factor The stress factor of a flight is the Estimated to Board (ETB) figure minus the Cabin Capacity, divided by the Cabin Capacity. If the ETB figure is not available, the number of currently booked customers is used in the calculation instead.

structured booking record (SBR) See SBR on page 25.

sub-link Additional level of linking that applies to customers who are already part of a link. This is commonly used when a subset of a group of linked customers want to sit together when travelling. See link on page 19.

swipe Process of identifying a customer by moving a form of encoded identification through a reader. For example, a credit card or passport.


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Glossary: T

terminal Part of an airport where customers depart and arrive.

theoretical seat Seat that is allocated to a customer by DCS prior to customer acceptance. A theoretical seat is unknown to the customer or the acceptance agent. In order to become an assigned seat, the seat must be confirmed by DCS through customer acceptance and not be changed by shuffling or overriding.

ticket IATA document issued by an airline or authorised travel agent representing a contract between the customer and the airline. It specifies that the carrier provides transportation for the customer between designated cities.

ticketing agent Airline office or travel agency that is authorized by IATA to issue tickets.

TIMATIC Travel Information Manual. This is a joint electronic publication of 14 IATA airlines. It provides information for nearly 200 countries and contains passport and visa requirements, health documentation, airport tax, customs and currency.

title bar Horizontal bar at the top of a window that shows the name of a program.

tracking See customer tracking on page 10.

transfer Customer or baggage that needs to make a connection from one flight to another. Also see CTP on page 10 and flow forward on page 14.

transit customer Onward travelling customers that remain on the same flight number for the following legs.

trip See journey on page 18.

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TTY address Identifier that allows you to send messages to users or systems using direct addressing. TTY indicates the message is a teletype message.

Glossary: U

unchecked baggage Baggage the customer carries onto the aircraft. Also known as cabin baggage or hand baggage.

UMNR Child travelling alone without an adult customer. This type of customer requires certain information to be given to the airline before the airline will accept the customer for carriage.

unaccompanied minor (UMNR) See UMNR above.

upgrade When a customer is moved from a lower class of service to a higher class of service.

Glossary: V

validation Imprinting of a ticket or voucher with the identifying mark of an airline or agency. Validation is necessary to make a standard ticket legal for travel.

validating carrier The carrier on which the ticket is issued. This could be the marketing or operating carrier.

Glossary: W

waiver See policy waiver on page 23.


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waitlist Unconfirmed bookings.

weight allowance See baggage allowance on page 4.

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Customer Management Glossary_e3.0

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