Customer Management Glossary_e3.0

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Amadeus Alta Departure Control Customer Management

Glossary

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

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

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 1

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.

Amadeus Alta Departure Control Customer Management Glossary

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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 manufacturers 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

Manufacturers 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.

Glossary


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 airlines 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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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 customers 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.

Glossary


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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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.

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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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.

Glossary


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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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 customers 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.

Glossary


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 Alta 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

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.

Glossary


estimated to board (ETB)

See ETB below.

ETA

Estimated Time of Arrival.

ETB

The Estimated to Board (ETB) is a figure stored in Amadeus Alta 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 Alta Departure Control application that allows airlines to do weight and balance activities. FM works together with CM to meet the airlines departure control requirements.

FOID

Form of Identification.

FQTV

Frequent Flyer. Information that identifies a customer as a member of an airline's or alliances 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 carriers 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.

Glossary


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 customers 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: 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 worlds 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.

Glossary


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 customers 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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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 Alta Departure Control Customer Management application.

journey

Complete description of a customers 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.

Glossary


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 terminals 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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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.

Glossary


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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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.

Glossary


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 customers 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 Alta 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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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.

Glossary


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

Socit Internationale des Tlcommunications 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.

Glossary


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.

Glossary


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.

Customer Management Glossary_e3.0

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