1) One portal features link

https://docs.google.com/spreadsheets/d/1ZQE-7i7uyV6aLU7CwuZ8IkXGS2ckhs0s/edit?gid=62433855#gid=62433855

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2) Hold booking action in Admin

a) Currently, any PNR placed on hold in the portal will only have a 2-hour time limit for ticket issuance. Following this 2-hour window, the status will automatically update to “HOLD REJECTED” in the admin section and such AO numbers are not eligible for any transactions 

Therefore, it is essential that when an  AO falls in ADMIN under a HOLD booking, the staff member responsible must update the actual ticketing time limit within the AO number. This will help ensure from being automatically rejected.There is an option to update the status in ADMIN .

b) Which AO numbers are after the time limit will be reflected in ADMIN as ” HOLD REJECTED”. such PNR’s need to be actioned by staff to avoid the HX booking debits  

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3) Onboarded agents offline billing in one portal which is issued in GDS

1) Transaction History
2) Offline Itinerary
3) Offline Itinerary Revamp
4) Add New
5) Select Domestic or International
6) Select Provider (GDS)
7) Click on Import
8) Put agent code
9) Verify the flight details and fare details
10) Click on apply standard  deal ( recheck that deal captured perfectly)
11) Select sub agent PNR or Akbar PNR
    (Please be very careful while selecting above option because parting segmnets incentive and extra deal on AKBAR PNR which is not apply on AGENT PNR.If we selected AKBAR PNR on agent created booking the segment incentive and extra deal amount will part it will be loss to our office )
12) Change the offline status to offline issued
13) Apply changes
14) Submit

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4) Refund action in ADMIN

“1) AIRLINE REFUNDED
The AO numbers indicate a status of “AIRLINE REFUNDED,” meaning the refund has been processed automatically by the airline.For PNRs with this status, no action is required from your end regarding cancellation, refund, or credit note generation, as these processes will occur automatically.

Your action for these cases is limited to verifying that the PNR is indeed canceled and refunded for reconfirmation purposes.

During this verification, if you identify any PNR marked as “AIRLINE REFUNDED” that is not actually canceled and refunded, manual intervention will be necessary. Please inform us immediately if you encounter such a case, as it may indicate a technical error that requires our attention and resolution.

2) CANCEL REQUESTED

AO numbers with the “CANCEL REQUESTED” status require manual intervention from the operations or refund team. For these bookings, you need to manually cancel and refund the PNR. Following the completion of the refund process, after the refund process the details must update in ADMIN

 – Important Notes – 

1) sometimes Agents request refund for only one passenger within a multi-passenger PNR. so ensure that the same ,before PNR cancelling, Always verify the passenger details with ADMIN

2) If a booking is canceled and refunded in GDS/benbrowser but refund details is not updated in ADMIN, the refund amount will not be credited to the agent’s account.So always ensure that, every refund details has to be update in ADMIN

For handling refunds  of different carrier types:

1 )  All LCC (Low-Cost Carrier) tickets cancellations and refunds will be managed by the Domestic team.
2)  GDS ( Global Distribution System ) and NDC  (New Distribution Capability) ticket cancellations and refunds will be handled by the Refund team.
3)  On Sundays and during night hours, the Operations team will be responsible for processing all refund requests.

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5) ADMIN Status

1) Below two status is all done automatically from the user end . so no need to take any action

a)Ticketing Onward Succeeded and Ticketing Return Succeeded  
b)Ticketing Onward Succeeded    

2)Itinerary Saved – No action need, delete AO

3)HOLD

a)PNR Hold – Agent created the PNR. Need to update time limit manually in ADMIN otherwise the PNR will be rejected automatically after two hours    b)Hold Rejected – After time limit the PNR is expired   
c)Hold Failed – Need to call agent and action   

4) Force fail status :-Some airline we have kept in force fail because we have direct credentials of that particular airline. agent tried to issue the ticket booking will be create but the ticketing will denied by portal forcefully. So if such status fall in admin need to take action manually from operation end.

a)Booking Onward Succeeded
b)Booking Onward Failed   
c)Booking – Onward Succeeded & Return Failed
d)Booking – Onward Failed & Return Succeeded    
e)Booking – Onward and Return Failed   
f)Booking – Onward and Return Success
g)Booking Onward Succeeded and Ticketing Return Failed   
h)Booking Onward Succeeded and Ticketing Return Succeeded   
i)Booking Onward Failed and Ticketing Return Failed
j)Booking Onward Failed and Ticketing Return Succeeded
k)Ticketing Onward Succeeded and Booking Return Failed
l)Ticketing Onward Succeeded and Booking Return Succeeded Need to call agent and action   
m)

5)Ticket fails:-
Agent issued the ticket but failed due to some error or fare mismatch. retrieve the PNR which is in AO. Need to issue the ticket from backend with same details of AO . Also need to update the PNR details to AO through ADMIN. If such AO billed through ATI portal or I boss the segments incentive and search booking deals will not part

a)Ticketing Failed –
b)Ticketing Onward Succeeded and Ticketing Return Failed   
c)Ticketing Onward Failed and Ticketing Return Failed
d)Ticketing Onward Failed and Ticketing Return Succeeded
e)Ticketing Onward Failed

6) Booking Onward In Progress – Its technical error need to inform technical team   

7) Refund Status:-

a) Airline Refunded :- Agent refunded portal through automatically. Need to verify THE booking canceled and refunded for re confirmation purpose
b) Cancel Request :- Agent requsted for refund through portal. need to action on it . after refund need to update refund details to ADMIN and change the status as “Airline refund” otherwise credit note will generate
c) Cancel Refund :- The refund amount has credited to agent account

8)Booking in Progress-Non air  
9)Booking Success-Non air  Booking
10)Failed-Non air  

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