Overview

The PNR Refresh feature enables the update of existing PNR flight data present in an itinerary, either as a result of a previous PNR import (see Import PNR with file key for Ad-Hoc Flights) or from a flight booking conducted with TripBuilder (i.e. Managed Flights).

It is fundamental to have flight data up to date, considering the multiple changes/adjustments a flight may suffer (e.g. departure/arrival time and date) from booking until actual travelling. Further, PNR changes may also impact other bookings or the overall structure of an itinerary.

Refreshing a PNR

PNR flight data can result from a previous PNR import or a flight booking conducted with TripBuilder. While the use case on how to get flight data into the itinerary is quite different, the refresh/update process follows a similar, unified approach.

Refreshing a PNR (imported PNR)

Users, depending on their role, can refresh PNRs in two different ways:

• via Planner, or
• via Customer Care

In both scenarios, the action is initiated with a Booking Change:

• Go to Customer Care and click All Itineraries
• Identify the itinerary intended to update
• Click on the Actions button and Initiate Booking Change

In the Open Booking Change section, two options are presented:

• Modify the itinerary on Planner
• Show the alternative itinerary in Cockpit

Refreshing a PNR with Planner

The Modify the itinerary on Planner option for the PNR refresh can be triggered either via TA-Tools or TO-Tools menu (depending on the user role and permissions).

• Click on Ad-Hoc Components (present in both user areas)
• Scroll down in the newly presented window until reaching the section Imported PNRs

• Click on the Edit button on the right side of the screen.
• In the Ad-Hoc Transports popup that appears, the user can see all details of the currently imported PNR before a refresh operation is initiated.

• Click on the Refresh PNR info button at the bottom right side of the popup.
• The popup is updated presenting in double columns Current details and New details. For example, only pricing changes have been detected when comparing both PNRs.

• The user reviews the information and by clicking on Refresh PNR, accepts the changes highlighted in New details.
• The popup is closed, and the user can see under Imported PNRs the newly imported PNR information (for example, only pricing data has been updated)

• Clicking on Back to Trip Planner.

Refreshing a PNR in Customer Care

Select the Show the alternative itinerary option in Cockpit for the PNR refresh, under the Actions button a new set of options are made available. 

• Click on Update flight PNRs
• The PNR information is automatically updated.
  • For this example, where only pricing data was updated, you can see the new values in the Alternative itinerary by clicking on Services & Price List and scroll down to the Transportation section.

• If the user intends to keep these changes, click on Actions and then on Complete Booking Change.

• The Complete Booking Changes popup will be presented to determine how to handle cost changes. Once complete, the user clicks on Ok, concluding the Booking Change.

Refreshing a PNR (Managed Flights)

Updating a PNR for managed flights follows a similar flow as previously described, starting with a Booking Change initiated by the user.

• In Planner, select Managed Flights instead of choosing the Ad-Hoc Components option.

• In the Managed Flights screen that is presented as a result, click on the Edit button.

• This will trigger a popup with the same structure and behaviour as in the previous use case.

Significant versus non-significant changes

As also highlighted in Import PNR with file key for Ad-Hoc Flights, changes resulting from a PNR import/refresh can be classified in two dimensions:

• Significant changes directly impact the itinerary structure and/or components present in the itinerary.
• Non-significant changes without any direct impact.

While significant changes may require manual handling/actions by agents, that is not the case for non-significant changes. 

If a PNR refresh results in a significant change, the same behaviour and actions should be followed as when importing a new PNR to the itinerary, namely:

• If the new PNR data does not fit the, e.g. the dates, length etc., of the itinerary, a message will be displayed to the user.

• The user needs to conduct changes to the dates, route or number of nights to make the imported flights fit the itinerary. When complete, the message will disappear.