SINGAPORE AIRLINES AND SILKAIR RESERVATIONS SYSTEM MIGRATION
FREQUENTLY ASKED QUESTIONS (FAQs) – TRAVEL AGENTS
ISSUE 1 – 13 JUNE 2012
*All timings indicated in this document are in Singapore local time, GMT +8
1. When is the system migration taking place?
On Sunday, 08 July 2012, from 0001 to 2200 hours, Singapore local time (GMT +8), Singapore Airlines will be upgrading our reservation and inventory system to the Amadeus Altéa suite.
2. Is there going to be a system outage?
Travel agents are expected to stop ticketing from 2330 hours on 07 July 2012. Reservation services are expected to resume progressively from 2200 hours on 08 July 2012.
3. Will SQ migrate all existing bookings and electronic tickets during the system migration?
All bookings and electronic tickets within SQ’s database will be migrated to Altea. New record locators with a 1A prefix will be sent to the GDSs, and are expected to complete by 2300 hours on 08 July 2012 onwards.
4. Can I perform Advance Seat Request (ASR) service during the system migration?
During the system outage, ASR will not be available since no seat map can be displayed.
ASR for flights departing on 08 July 2012 will only be available up to 06 July 2012.
5. Is generic seat request inhibited after the system migration?
After the cutover, travel agents can start performing generic seat request. Altea system will respond back with a specific seat, subject to quota rules.
6. Can I continue to create bookings during the system migration?
Reservation services may continue during the entire duration of the system migration, except that bookings created during the system outage will be placed on “Pending” status. Such bookings will be queued and duly processed after the migration is completed.
7. What is the group handling procedure during the system migration?
Travel agents should only request for group bookings after the system migration is completed.
8. What is the impact to ticketing services during the system migration?
All refund and re-issuance of SQ-618 tickets will not be allowed from 1800 hours on 07 July 2012.
All other ticketing services (new issuance, void and revalidation) will be unavailable from 2330 hours, 07 July 2012 to 2200 hours, 08 July 2012.
9. What happens if a ticketing time limit (TTL) is set to the day of system migration?
Travel agents are advised to complete all necessary ticketing by 2330 hours on 07 July 2012.
10. How do we know when the system migration is completed?
SQ will send a broadcast message in the GDS system to formally announce the go-live timing.
11. What services are available to the passenger with a GDS ticketed booking on Singaporeair.com during the system migration?
During the system migration, Singaporeair.com will not be available.
12. Will passengers get pre-flight departure reminders?
Passengers travelling on 08 July 2012 whose bookings include their mobile contact numbers will be getting SMS alerts. It is important to ensure a valid email account and/or mobile phone number is captured in all passengers' bookings so that they will be provided updates on the migration event.
13. Is online check-in available during the system migration? Are there any special check-in procedures at the airport during the system migration?
Check-in for SIA flights departing on 08 July 2012 will only be available at the airport of departure. Internet, mobile, early and inter-airline through check-in services will not be available.
Airport check-in will commence 3 hours before the scheduled time of departure. We are expecting our flights to operate as scheduled.
Please provide passengers with a printed copy of their Electronic Ticket and advise them to present this together with their travel documents when they turn up for check-in at the airport
14. If a passenger is unable to cancel his/her flight during the system migration, will there be a no-show charge?
No-show fee will NOT be applied, provided passengers inform Singapore Airlines about the cancellation.
15. Will passive bookings be supported after the system migration?
Passive bookings will only be supported for ticketing of an existing active booking. It is subjected to additional system checks as follows:
i. Whether a passive booking on the active booking is already present. Only 1 passive booking is allowed for each active booking.
ii. Full name match
iii. Full match for segment details, including selling class and flight dates
For travel agents using Amadeus GDS, passive bookings are not allowed. For group bookings, Amadeus agents are recommended to use the Extended Security (ES) functionality to do all necessary servicing.
Travel agents are strongly recommended to use the same GDS to ticket the existing active booking. If the GDS has a PNR queuing functionality, travel agent is encouraged to use the functionality instead of creating a passive segment when the ticketing is to be done by another agent.
Passives should only be used as a last resort for ticketing an existing active booking in another GDS.
16. Can I perform a name change request?
Travel agents are only allowed to change First Name for an un-ticketed booking.
17. Are there other changes that I need to be aware of?
- SQ has subscribed to an Altea product that will help to ensure that any electronic ticket issued is synchronized with the PNR. There is a separate product brief to explain this in detail.
- TTL will be computed on a different set of revenue management rules after the system migration. 2 main changes introduced after the system migration:
- TTL will be segment-related, instead of PNR-related. The most restrictive TTL of all eligible segments is the final TTL for the PNR.
- TTL rules are restructured to tighten the ticketing window. Please be vigilant in monitoring the TTLs.
Example:
Before cutover:
1.TEST/TTL
2 SQ 941 I 29FEB 3 DPSSIN HK1 I 0915 1150 *1A/E*
/SQ /SG/C/I/CAB J/ /2/ / / / /
/Y 62/B 3/ /AY 105/EY 102/DPSSIN/I
3 SQ 948 Y 04MAR 7 SINDPS HK1 2 1845 2130 *1A/E*
/SQ /SG/C/I/CAB Y/ /2/ / / / /
/Y 322/B 3/ /AY 365/EY 362/SINDPS/Y
4 AP OK
5 FA PAX 618-2864017063/ETSQ/29FEB12/SINSQ0ERS/00773533
/S2
The calculation is at PNR level - as long as one segment is ticketed, TTL is removed.
For example, S2 is ticketed, there is no TTL for the PNR.
After cutover:
1.TEST/ATL
2 SQ 941 I 29FEB 3 DPSSIN HK1 I 0915 1150 *1A/E*
/SQ /SG/C/I/CAB J/ /2/ / / / /
/Y 62/B 3/ /AY 105/EY 102/DPSSIN/I
3 SQ 948 Y 04MAR 7 SINDPS HK1 2 1845 2130 *1A/E*
/SQ /SG/C/I/CAB Y/ /2/ / / / /
/Y 322/B 3/ /AY 365/EY 362/SINDPS/Y
4 AP OK
5 TK OK26FEB/SINSQ0599
6 FA PAX 618-2864017063/ETSQ/29FEB12/SINSQ0ERS/00773533
/S2
7 OPW SINSQ0599-29FEB:1900/1C7/SQ REQUIRES TICKET ON OR BEFORE
01MAR:1900/S3
8 OPC SINSQ0599-01MAR:1900/1C8/SQ CANCELLATION DUE TO NO
TICKET 1313994034588/ATL/26FEB-1032/S3
The calculation is at segment level - TTL is removed for the ticketed segments.
For example, TTL (OPC element) is set based on segment 3. The most restrictive TTL for the eligible segments is the final TTL for the PNR.
- Special Service Request (SSR) change(s)
Current Reservations System / New Reservations System
SSR EXST, CBBG, STCR / Only applicable to SQ segment on SQ-618 ticket. Not allowed for Interline ticketing of SQ segment on another airline’s ticket.
A detailed guide is provided for the travel agents.
SSR PETC SQ NN1 SEEING EYE DOG / SSR PETC SQ NN1 SEEING
SSR INFT / BSCT:
SSR BSCT will auto-append to the PNR whenever a SSR INFT is requested. / SSR INFT / BSCT:
Auto process will no longer be applicable. Travel agent must request for SSR BSCT separately.
SSR CHLD / CHML:
SSR CHML will auto-append to the PNR whenever a SSR CHLD is requested. / SSR CHLD / CHML:
Auto process will no longer be applicable. Travel agent must request for SSR CHML separately.
18. If I experience a problem after the system migration, what is the incident reporting process?
Travel agents should continue the current process of reporting the incident to their local GDS helpdesk.
ATTACHMENTS
1)Product Guide to ET SYNCH
2)Guidelines on Special Services Handling