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Airports Information - Airport E-Tix FAQ

Interline E-Ticketing FAQ - Airports

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Missing Documents

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Q: What do I do if the present credit card indicator (fraud indicator) has been set and the passenger can't produce the credit card used to purchase the ticket? (note: Not all carriers use this indicator)
A: If the passenger can't produce the credit card used to purchase the interline e-ticket, he/she is required to purchase a new ticket. Alternatively, the original issuing carrier may be contacted for authorisation.


Missing Data

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Q: What do I do if I can't find the interline e-ticket coupon?
A: Get as much information about the journey as you can from the passenger. Use this information to search for the e-ticket using alternative search criteria. If you still can't find it, call your help desk.

Q: What do I do if I can find the PNR but not the ticket?
A: Get as much information about the journey as you can from the passenger. Use this information to search for the e-ticket using alternative search criteria. If you still can't find it, call your help desk.

Q: What do I do if I can find neither the PNR or the ticket?
A: Get as much information about the journey as you can from the passenger. Use this information to search for the e-ticket using alternative search criteria. If you still can't find it, call your help desk.

Q: What do I do if I can't get control of the interline e-ticket coupon?
A: Call your help desk.


Irregular Operations

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Q: How do I handle an IRROP situation when the operating flight has been cancelled?
A: According to individual carrier processes.

Q: How do I handle an IRROP situation when another operating flight has been cancelled and a passenger is coming to me?
A: Comply with "You get it - you fix it" principle, reaching the operating carrier if needed in order to solve a customer's problem at first point of contact.

Q: How do I handle re-routes?
A: According to individual carrier processes.


Modifications

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Q: Is there a help desk number in case of problems?
A: Each member carrier shares a contact list that can be used by other member carriers' service desks to contact the member carrier for reservation and ticketing issues in voluntary and involuntary situations.

Q: What do I have to do if I have to make a name correction in the PNR?
A: Contact airline ticket office or help desk.