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MARKETING DEPARTMENT MANUAL

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Doc #: MKT/MM/02 Rev # : 01

Jan 21, 2015

MANUAL

REVENUE MANAGEMENT


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Part 1

Introduction


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1.1 RECORD OF EDITIONS

Edition

Number

Revision

Number

Issue

Date

Effect ive

Date Inserted By

1s t

Edit ion Revis ion

No. 00

March 01,

2010

March 01,

2010

DGM QA

Market ing

1s t

Edit ion Revis ion

No. 01

July 01,

2010

July 01,

2010

DGM Audit

Compliance

Market ing

1s t

Edit ion Revis ion

No. 02

July 01,

2011

July 01,

2011

DGM Audit

Compliance

Market ing

2n d

Edit ion Revis ion

No. 00

Jan 21,

2013

Jan 21,

2013 DQC – MKT

2n d

Edit ion Revis ion

No. 01

Jan 21,

2015

Jan 22,

2015 DQC – MKT


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1.2 Acknowledgement

The production of the Revenue Management procedure Manual has been the result of dedicated

teamwork of the following personnel of Revenue Management & Quality Assurance

Department who have worked selflessly in revising this manual after the reorganization of the

Marketing Department. The effort has been tremendous as the entire structure and reporting

channel of Revenue Management has been practically re-engineered. Mrs Fareeda Masood Manager Revenue Integrity Management & PFA.

Ms Nigar Jaffrey Manager System & Schedule update

Mr. Haider Nisar Senior Revenue Integrity Analyst

Mrs.Noushaba Yaqoob Reservation & Ticketing Officer

Mr. Imran Jamal-ul Route Manager

Ms. Monazza Fare Filing Analyst

Mr. Humayun Rizvi Senior Officer-Quality Assurance

Mr. Muhammad Usman Senior Audit Compliance Officer

Mr. Tariq Ahmed. Ghouri Senior Audit Compliance Officer

I appreciate the efforts of all those who have participated in the planning, development

and compilation of this manual after the re-organization of the Revenue Management

Division. The professional efforts put in to review and rewrite the manual to complete

the project for ISO certification despite time constraints is commendable.

Director Marketing


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1.3 TABLE OF CONTENTS

PART 1: INTRODUCTION

1.1 RECORD OF EDITIONS

1.2 ACKNOWLEDGEMENT

1.3 TABLE OF CONTENTS

1.4 AVAILABILITY OF THE DOCUMENT

1.5 INCORPORATION OF REVISIONS

1.6 LIST OF EFFECTIVE PAGES

PART 2: GENERAL

2.1 INTRODUCTION

2.2 ABBREVIATIONS

2.3 REVENUE MANAGEMENT TERMINOLOGY

2.4 REVENUE MANAGEMENT ORGANIZATION

2.4.1 SYSTEM STANDARDS & SUPPORT

2.4.1.1 SYSTEM & SCHEDULE UPDATES

2.4.1.2 RESERVATIONS & TICKET SYSTEM

2.4.1.3 REVENUE INTEGRITY MANAGEMENT & POST FLIGHT ANALYSIS (RIM & PFA)

2.4.2 PRICING & INVENTORY MANAGEMENT

2.4.3 INVENTORY CONTROL & OPERATIONS

PART 3: SYSTEM STANDARDS AND SUPPORT

CHAPTER 1 SCHEDULE UPDATES

3.1.1 SOP SCHEDULE UPDATES


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3.1.2 SOP FOR CODE-SHARE

CHAPTER 2 SYSTEM SUPPORT

3.2.1 SOP FOR MARKET TARIFF TABLE

3.2.2 SOP FOR HANDLING SABRE’S PRODUCT PLAN VOTING

3.2.3 SOP FOR INVENTORY ABUSE & TROUBLESHOOTIN

CHAPTER 3 SPECIAL FUNCTIONS

3.3.1 SOP FOR TIME INITIATED FUNCTION TABLE (TIFT)

3.3.2 SOP FOR INVENTORY DISCREPANCIES

3.3.3 SOP FOR EMPLOYEE PROFILE RECORD

3.3.4 SOP FOR FOCUS / STAR (DIRECT REFERENCE SYSTEMS OF PIA)

3.3.5 SOP FOR SIGN-IN MESSAGE BROADCAST

3.3.6 SOP FOR PRE RESERVED SEATS

3.3.7 SOP FOR DEVELOPMENT / REVISION OF CIRCULARS/SOPS

3.3.8 SPECIALIZED TRAINING IN INVENTORY CONTROL & SCHEDULE UPDATE 3.3.9 SOP FOR DELINKING AND RELINKING OF TRAVEL AGENCIES & PSA’S

CHAPTER 4 RESERVATIONS & TICKETING SYSTEM

3.4.1 SOP FOR AUTOMATION OF PIA OFFICE /GSA AT A NEW LOCATION

3.4.2 SOP FOR DATA BASE MAINTENANCE

3.4.3 SOP FOR IMPLEMENTATION OF NEW PRODUCTS THE SYSTEM:

3.4.4 SOP FOR TROUBLESHOOTING

CHAPTER 5 REVENUE INTEGRITY MANAGEMENT & POST FLIGHT

ANALYSIS

3.5.1 SOP FOR REVENUE INTEGRITY MANAGEMENT

3.5.2 SOP FOR FICTITIOUS TICKET DETECTION

3.5.3 SOP FOR PAST DATED INFORMATION (PURGED RECORD)

3.5.4 SOP FOR POST FLIGHT ANALYSIS

3.5.5 SOP FOR ADVANCE LOAD REPORT

3.5.6 SOP FOR POST DEPARTURE REPORTS

3.5.7 SOP FOR RESEARCH AND ENHANCEMENT IN SOFTWARES

3.5.8 SOP FOR COMPLAINT INVESTIGATION

3.5.9 SOP FOR DENIED BOARDING REPORT

3.5.10 SOP FOR VOC (VARIABLE OPERATING COST) SAVINGS


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PART 4 PRICING & INVENTORY MANAGEMENT

CHAPTER 1 PRICING & INVENTORY PROCEDURES

4.1.1 SOP FOR ANNUAL PRICING & INVENTORY PLANNING

4.1.2 SOP FOR INVENTORY MANAGEMENT

4.1.3 SOP FOR COMPETITIVE FARES BASED ON MARKETS

4.1.4 SOP FOR OUTBOUND / INBOUND GROUP MOVEMENT

4.1.5 SOP FOR FARE FILING

4.1.6 SOP FOR MONITORING

4.1.7 SOP FOR PERFORMANCE

PART 5: INVENTORY CONTROL & OPERATIONS

CHAPTER 1 INVENTORY CONTROL

5.1.1 SOP INVENTORY CONTROL

CHAPTER 2 INCIDENTAL CHANGES

5.2.1 SOP FOR INCIDENTAL CHANGES

CHAPTER 3 FLIGHT-FIRMING

5.3.1 FLIGHT FIRMING FOR DOMESTIC & INTERNATIONAL FLIGHTS 5.3.2 PRICING AND INVENTORY MANAGEMENT 5.3.3 INVENTORY CONTROL & OPERATIONS 5.3.4 AUTHORISATION & SLS VALUES 5.3.5 CONDITIONS OF INCIDENTAL CHANGES IN SCHEDULE 5.3.6 SETTING & ADJUSTMENTS OF INVENTORY PARAMETERS 5.3.7 STANDARD PERIOD OF FLIGHT CHECK 5.3.8 ADVANCE CHECK- PEAK SEASON DOMESTIC FLIGHTS 5.3.9 CURRENT CHECK FOR DOMESTIC FLIGHTS 5.3.10 FLIGHT CHECK TABLE 5.3.11 INVENTORY TOOLS FOR FLIGHT CHECK 5.3.12 FLIGHT RELATED CHECK TO VERIFY 5.3.13 PNR QUALITY CHECK - MANDATORY ELEMENTS OF A PNR 5.3.14 PNR CHECK FROM LD 5.3.15 SPECIAL RESERVATIONS 5.3.16 GROUP PNRS 5.3.17 INVENTORY DISCREPANCY 5.3.18 QUICK REFERENCE 5.3.19 SUMMARY OF IMPORTANT INFORMATION


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CHAPTER 4 CREW BLOCKING

5.4.1 SOP FOR CREW BLOCKING

CHAPTER 5 GROUP BOOKING

5.5.1 SOP GROUP PNRS

CHAPTER 6 SPECIAL RESERVATIONS

5.6.1 SOP SPECIAL RESERVATIONS PROCEDURE FOR INCAPACITATED

PASSENGERS.

5.6.1.1 STRETCHER

5.6.1.2 CATEGORIES OF INCAPACITATION:

5.6.1.3 MEDICAL INFORMATION FORM (MEDIF) REQUIREMENT:

5.6.1.4 PASSENGERS REQUIRING ESCORT OR ATTENDANT

5.6.1.5 CONDITIONS OF ACCEPTANCE:

5.6.1.6 NUMBER OF STRETCHERS ON A FLIGHT

5.6.2 RESERVATIONS AND TICKETING PROCEDURE TO BE ADOPTED BY RESERVATIONS AGENT AT

PIA BOOKING OFFICE (COUNTERS).

5.6.2.1 ACTION BY RESERVATIONS AGENT HANDLNG CONFIRMATION QUEUES AT PIA

BOOKING OFFICES

5.6.2.2 TICKETING PROCEDURE:

5.6.2.3 APPLICABLE FARE:

5.6.2.4 BOOKING STRETCHER FOR NON REVENUE PIA EMPLOYEE:

5.6.3 SOP FOR REQUEST OF AVIATOR BREATHING OXYGEN

5.6.4 SOP FOR UNACCOMPANIED MINOR

5.6.5 SOP FOR HANDLING WHEELCHAIR REQUEST

5.6.6 SOP FOR CARRIAGE OF EXPECTANT MOTHER

5.6.7 SOP FOR CHILD INFANT AND NEW BORN

5.6.8 SOP FOR CARRIAGE OF ANIMALS

CHAPTER 7 TELETYPE REJECTS (TTR)

5.7.1 SOP PROCESSING TELETYPE REJECTS (TTR)


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PART 6 PIA CALL CENTRE- OUTSOURCED ACTIVITY

CHAPTER 1 PIA CALL CENTER PROCEDURE

6.1.1 OVERSIGHT MECHANISM FOR PIA CALL CENTRE

PART 7 APPENDICES

CHAPTER 1 APPENDICES

7.1.1 UNACCOMPANIED MINORS DECLARATION FORM

7.1.2 MEDIF-MEDICAL INFORMATION FOR FITNESS TO TRAVEL OR SPECIAL

©ASSISTANCE

7.1.3 PRODUCT DISTRIBUTION AND WORK FLOW PROCESS MAP INVENTORY 7.1.4 CONTROL & OPERATIONS PROCESS MAP PRICING & INVENTORY MANAGEMENT


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1.4 AVAILABILITY OF THE DOCUMENT

Note:

Master Copy of Revenue Management Procedures Manual is retained by the office of the

QMR. Control of this Manual is with DGM Audit Compliance & Standards. This document is

accessible to all Marketing Department employees through the PIAC Corporate Website for

ready reference; however, viewing is restricted to PIA employees only.

1.5 INCORPORATION OF REVISIONS

General Amendments to Revenue Management Procedures Manual shall be issued from time to

time with a list of effective pages. Amendments shall be done when required by law, to keep abreast of all regulatory

requirements and in case of change of airline policies and procedures due enhancement in Sabre Multi-Host System to keep pace of industry practice and also in case of periodic Management reviews.

Amendments are covered by a Letter of Revision.

All amendments to the Revenue Management Procedures Manual shall be made to the

copy available on the PIA Website (for employee’s area) and will be communicated

across the network through e-mail notifications. All amendments to the Revenue Management .Procedures Manual will become effective

from the dates of revisions, unless a different date has been specified in the respective Letter of Revision.

Record of Revisions A revision record for the Revenue Management Procedures Manual is shown on the

following page in the List of effective pages which is numbered and dated. Revenue Management Procedures Manual shall be kept current on PIAC Corporate

Website with latest revisions. When an amendment is received the number and date shall be entered in the amendment

Sheet to reflect the currency of the individual copy.


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1.6 List of Effective Pages

Revision 00 / Effective from Jan 21, 2013

Part Title Effective Pages Revision No. Revision Date

1 The Manual 1-10 00 Jan 21, 2013

2 General 1-22 00 Jan 21, 2013

3 System Standards &

Support

1-40 00 Jan 21, 2013

4 Pricing & Inventory

Management

1-9 00 Jan 21, 2013

5 Inventory Control &

Operations

1-61 00 Jan 21, 2013

6 PIA Call Centre -

Outsourced Activity

1-3 00 Jan 21, 2013

7 Appendices 1-18 00 Jan 21, 2013


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Controlled Copy - Do not duplicate without prior permission.

Part 2 - GENERAL


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2.1 I N T R O D U C T I O N

This document specifies the Functional & Operational SOPs being implemented at Revenue Management Division – MKT, which includes the following sections:

1. Pricing & Inventory Management 2. Inventory Control & Operations 3. System Standards & Support 4. Loyalty Program

The requirements of this manual are aimed at defining the Operational Procedures in

the Revenue Management Division in order identify the functions in each area and to

define their Standard Operating Procedures. The Procedures and formats outlined in the manual are expected to promote a broader understanding and use of standard Procedures, which in turn shall serve the interest of efficiency economy and better customer service, thereby increasing the level of customer satisfaction. The manual issued by Revenue Management Division, on the authority of General

Manager Revenue Management and Director Marketing, provides a single central

source of Standard Reservations Procedures that need to accomplished/adopted, so that

services provided by employees consistently conform to systems and standards defined,

meet and/or exceed customer expectations and applicable regulatory requirements. This document ensures that Revenue Management Division adequately identifies

continuous improvement of the system and employees needs and expectations

throughout all the Quality Management System processes and achieves customer

satisfaction with distinctive services using a closed-loop Process Model methodology.

The system needs to be applied to prevent non-conformities and continuous

improvement.

The contents of this Manual include a Glossary of Terms and Procedures being used in

the area of Revenue Management. Master Copy of the Revenue Management Procedure

Manual is retained by the office of the QMR. Control of this Manual is with the QA

Manager. This document is accessible to all Revenue Management Division employees

through the PIAC Corporate Website (www.piac.aero) for ready reference; however,

viewing is restricted to PIA employees only.

http://www.piac./


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2.2ABBREVIATIONS

A/C : Aircraft

APRT/APT : Airport

APIS : Advance Passenger Information System

APSM : Assistant Passenger Sales Manager

ARR : Arrival

CA : Competitive Analysis

COE : Change of Equipment

CRS : Central Reservation System

DEP

DGM

: Departure

Deputy General Manager

DM : District Manager

DQC

EQUIP

: Departmental Quality Control

Equipment

GDS : Global Distribution System

ISO : International Standards Organization

OAG : Official Airline Guide

PSM : Passenger Sales Manager

SOP : Standard Operating Procedure

ML : Master List

KPI : Key Performance Indicator

TNA : Training Need Analysis

MIS : Management Information System

JD : Job Descriptions

MH Multi Host

M : Manager Central Reservation Control

PMP : Passenger Market Planning

DSA : District Sales Agent

PSA : Passenger Sales Agent

GSA : General Sales Agent

RTO : Reservation & Ticketing Officer

JD : Journalist Discount

TOM : Ticket Office Manager

PRL : Passenger Reconcile List

ACSI : Airport Check-in System International

PKR : Pakistani Rupee

PDI

PFA

PNL

: Post Departure Information

: Post Flight Analysis

: Passenger Name List

MCO : Miscellaneous Charges Order


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:

TE : Route

PRL : Passenger Reconciliation List

SLS : Segment Limit Sale

TAT : Turn Around Time

TIFT : Time Initiated Function Table

RBD : Reservation Booking Designator

SSIM : Standard Schedule Information System

R : Changed/Revised


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2.3 REVENUE MANAGEMENT TERMINOLOGY

Alternate Reservation

Means a definite reservation covering space on flight other than one originally preferred by the

passenger Booking or Reservation Means the accommodation held by a passenger on a given flight

Change of Equipment Means a scheduled change of aircraft, occurring one or more times on route

Duplication Leg

Means a single leg that, for commercial/technical reasons, is displayed under more than one flight

number by the operating carrier Duplicate Reservation Means a condition which arises when two or more reservations are made for the same passenger(s) when it is evident that the passenger(s) will be able to use only one, except that a request to change an itinerary, whether or not, it is so identified, shall not be considered duplicate reservations.

E-Ticket

A ticket that is not physically printed on ticket stock and is instead stored in the computer reservation system of an airline. E-Ticket holders are issued a receipt; contract of carriage, and flight itinerary as proof of travel documents.

Firming

A procedure whereby a member at a boarding point contacts passenger(s) holding definite

reservation to ensure that they actually intend using this space. Freedoms of Air

Five basic freedoms recognized by almost all countries, two others less widely accepted. Each is subject to specific conditions, which are determined through bilateral agreements between any two countries.

Gap

Means part of an itinerary involving transportation by means other than ATC or IATA member

flight. General Sales Agents (GSA) A travel agency or airline to whom an IATA Member Airline or a non-IATA Airline has delegated general authority to represent it for the purpose of sale of passenger and/or cargo air transportation in a defined territory and who is remunerated accordingly.


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Group

Economy Class: 07 or more passengers and Economy Plus / Business / First Class booked in a

single transaction in any class of service on domestic/international flights are considered a group. Hub

Airport at which an airline has major operations and connecting flights to smaller destinations. Inadmissible Passenger

A passenger who has arrived in a country on a flight, but is refused admission by the authorities of

that country. Incidental Changes

Incidental Changes are short term changes due to Change of Equipment (COE),

Schedule Change (early or delayed Arrival/Departure timings) & Route Change. Interline

Interline is used in conjunction with another word to describe anything involving two or more members, such as interline itinerary, interline reservation, interline point, interline transaction etc.

Intra-line / On line

Intra-line / On line is used in conjunction with another word to describe anything involving

carriage over your company only, such as on-line itinerary, on-line reservations, on-line stopovers,

on-line connections etc. Itinerary

Sum of all portions from beginning to ending of passenger’s trip (Journey), even though separated

by gap. Late Cancellation

Means a reservation cancelled after the latest appropriate time prior to scheduled departure time

specified by the member. Leg

The space between two consecutive scheduled stops on any given flight. Misconnection

A passenger who, due to late arrival or non-operation of his original delivering flight, arrives at the interline point by his original delivering flight and alternate flight, or surface transportation, too late to board his original receiving flight.


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Multi-Host System A system that provides more than one airline with the facility to process, on an inventory basis, reservation and other passenger related functions.

No-Record Passenger A passenger who presents a ticket indicating reserved space but the boarding airline has no record of ever having confirmed, or received a reservation, for that space.

Miscellaneous Charges Order (MCO)

Any accountable document issued by an airline requesting issuance of an appropriate passenger ticket and baggage check or revision of services to the person named in such document.

No-Show

A passenger who fails to join a flight on which he/she holds reserved space for reasons other than misconnections.

Open Jaw

This is a return ticket that allows you to return from different points. The distance between the

two points is a surface sector, and must be arranged by the passenger at his/her own expense. Overbooking

A condition which exists when more seats have been booked on a flight than seats allowable for

sale. Passenger Name Record (PNR)

A record of each passenger’s travel requirement which contains all information necessary to enable

reservation to be processed and controlled by the booking and participating airline.

PNR Address

A term used to designate an alpha-numeric code referring to a specific area in the memory of an

automated reservations system in which a given passenger name record is stored. Pre-Flight Check

An internal.procedure whereby an airline undertakes checks of its reservations records to eliminate

duplicate reservations incorrect recordings or other errors. Prepaid Ticket Advice (PTA)

The notification by teletype, commercial wire or mail, that a person in one city has requested issuance of prepaid transportation, as advised in the PTA, to a person in another city.


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Reconfirmation

Reconfirmation means a rule which requires passengers, under certain given circumstances, to

advise a carrying member of their intention to use the space reserved. Segment

Means a leg or group of legs from boarding point of a passenger to a deplaning point on a given

flight.

Shoulder Season

The travel season that falls between low and high seasons, offering fares that also fall somewhere

between low and high seasons. Stand By or Go Show Passenger

Means a potential revenue passenger who presents himself at a designated check-in location and who is prepared to accept space subject to availability.

Stand-by

A passenger is put on standby when he or she arrives at an airport without a confirmed reservation

and is prepared to fly should a seat become available at the last moment.

Teletype Reject Messages (TTY)

Teletype messages are sent to exchange information between airlines and associated industries such

as travel agencies, hotels and car rental companies. When the communication is sent outside of the

SABRE network, ARINC and SITA are used to transmit the data. Occasionally, these teletype

messages are rejected from the automatic internal processing and are queue placed for manual

handling. The messages then become what are called teletype rejects or TTY.

Ticketing time limit

Time limit imposed by the airline before/by which the passenger must secure his/her ticket for his confirmed reservation as agreed with the airline.


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2.4 REVENUE MANAGEMENT ORGANIZATION REVENUE MANAGEMENT DIVISION PROFILE

Revenue Management Division is headed by Director Marketing who is responsible for

providing directions, to plan major marketing objectives, pertaining to passenger & cargo

services, shaping policies and devising strategies to meet corporate goals.

Following Divisions report to Director Marketing: Passenger Sales Division Revenue

Management Division Cargo & Speed-ex Division Marketing Planning Division Network

Planning Division Industry Affairs Division Note: Organogram is appended at the End. REVENUE MANAGEMENT DIVISION

Revenue Management is primarily responsible for optimizing revenue for the Airline by

balancing the market demand with scheduled passenger capacity. It manages flights and group traffic and disseminates flight forecast to various departments. It also does extensive

work to develop systems that formulate the total Revenue Plan in addition to providing

important inputs for setting targets for specific sales areas. It supports stations in achieving

their targets by providing seats at the opportune time with flexible fare levels. It ensures optimum utilization of capacity sold, through formulation and implementation of effective

Reservations, Ticketing and Inventory Control/Flight Firming Policy/Procedures.

It is responsible for the accurate and timely presentation of PIA’s product and its availability on PIA/GDS’s network and ensures PIA’s Reservation System is functioning according to user specifications/Airlines policy. It evaluates and updates the system with enhancements to bring it at par with the airline industry thus enabling it to compete effectively for incremental revenues and enhanced level of passenger service/customer satisfaction. Revenue Management is divided into four main areas, headed by General Manager Revenue

Management.

2.4.1 System Standards & Support

2.4.2 Pricing & Inventory Management

2.4.3 Inventory Control & Operations


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2.4.1 SYSTEM STANDARDS & SUPPORT It is the most important unit of any automated reservations system in an airline. It provides functional procedural system support to the reservations offices on PIA’s network, PIA Contact Centre GSAs/Travel Agents, Inventory Control & Operations and Inventory Management & Pricing. System Standards & Support consists of three important areas:

1. System & Schedule update 2. Revenue Integrity Management & Post Flight Analysis 3. Reservations & Ticket System. 2.4.1.1 SYSTEM & SCHEDULE UPDATES This area is responsible for loading of PIA schedule into the system and simultaneously creating Inventory Master Records, it is actively involved in maintaining its data base. During Schedule Change activity it provides a list of flights with load factor greater than 100% on next day flights, identify potential passengers to be off loaded on critical flights find suitable alternative travel options for affected passengers and coordinate with Inventory Control & Operations to negotiate release of seats from stations /Travel Agents. It plays a pivotal role in setting system standards by developing Standard Operating Procedures

and imparting training in areas of Inventory Control/Schedule Updates. It ensures that the

system is functioning according to user specifications and is consistent with PIA’s policy. It

coordinates with Sabre Multi-host at Tulsa ensures adoption of enhancements announced by Sabre and proposes implementation of same to keep the Airline at par with developments in the industry, thereby enabling PIA to compete effectively; and meet PIA’s ongoing need for improving the level of passenger service. Important functions in this area are classified under System Support and Special Functions: 1. Market Tariff Table MTT

2. Reconciliation of Discrepancies 3. Management of TIFT 4. Management of PRS

5. System Security and Integrity through EPRs 6. System Fall Back Procedures 7. Maintain FOCUS, STARS & Information Broadcast

8. Trouble Shooting, Investigating and Monitoring 9. Sabre’s Community Product Plan Voting 10. Training in Inventory Control, Incidental Alterations & Schedule Change 2.4.1.2 RESERVATIONS & TICKET SYSTEM

Evaluates and implement new Reservation and ticketing products offered by Sabre MH to keep the

System at par with other Airlines/ competitors.

Assess training needs and arrange same for relevant areas on the network.

Sets and maintains standards for the new products acquired improve productivity, efficiency and passenger


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service.

Maintains reservation and ticketing database.

o Develops SOPs and ensures their circulation implementation.

o Monitors selling outlets for compliance to SOPs, trouble-shoots all reservations and ticketing issues faced by

PIA offices on the network.

o Responsible for automation of new PIA Offices/GSAs thus playing an important role in broadening the

distribution base of PIA.

2.4.1.3 REVENUE INTEGRITY MANAGEMENT & POST FLIGHT ANALYSIS (RIM & PFA)

Maintain and manage Revenue Integrity Management activities to clean inventory by eliminating non-

productive bookings created in the system and thus releasing seats for resale. This ongoing function

contributes significantly to improved RPKs and seat factor.

Planning, development and implementation of auto-flight firming in-house software for detection and

cancellation of PNRs with fictitious ticket numbers thus strengthening the Flight Firming process. Monitors

selling outlets and manages the penalizing program to control inventory abuse.

Development and management of post departure flight reports, advance load reports, denied boarding

reports, RIM, Reports, FICTIC Report, VCR synchronize reports, Incidental Changes reports for VOC

savings etc. are worked out, complied and made available for Management - for decision making and

planning flight strategies.

Monitoring post departure reports to evaluate flight performance flight trends and sending them to

Controllers for planning optimal inventory parameters, taking remedial measures to control no-shows,

investigating and resolving complaints.

Managing post dated information record and making it available to stations for processing refunds and

handling complaints and other investigative matters.

Developing and reinforcing SOPs for related function and ensuring their implementation.

2.4.2 PRICING & INVENTORY MANAGEMENT

Inventory management works towards sampling the actual booking status forecasting demand, optimizing

seat allocations of inventory to RBD’s (discounted fare levels) on each flight in each market at the

opportune time to meet revenue targets. It evaluates and manages group bookings,

authorization/overbooking levels, segment limit sale values by giving due consideration to competition

product strength and prevailing market condition.

Pricing works towards optimizing PIA’s network revenue. Its main objective is to set fares to and from all

destinations on the network. It also ensures appropriate fare structures are established to cater for all offline points. This is done by giving due consideration to competition, product strength and other prevailing

market conditions. It also takes care of pricing distribution, interline agreements industry tariffs and

ticketing and development pricing strategy at a macro level.


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2.4.3 INVENTORY CONTROL & OPERATIONS

This unit functions around the clock and provides functional and operational support to all the

reservations and ticketing offices on PIA’s network, PIA Call Centre, GSA’s and Travel Agents. It

manages all reservation ticketing and seat confirmation issues resulting from flight disruptions i.e.

handling incidental changes in Schedule d u e operational and tactical changes, determining passenger re-

accommodation options and ensuring suitable protection for displaced passengers with timely notification

to passengers through PIA Call Centre.

It ensures optimum utilization of capacity sold, through dynamic management of inventory parameters of

flights that have under gone incidental changes in schedule; of Non R.M. flights, through in depth flight

firming of target/critical flights, to improve seat availability quality of PNRs thereby improving RPKs seat

factor and level of passenger service.

Servicing of Special Reservations request e.g. meals, group, medical cases etc are processed and managed by this area to ensure passengers requirement are met. It is also plays a key role in managing

Umra Flights. It is instrumental in handling operation of flights with balanced load to prevent over and under sales, manages crew blocking, processing of teletype messages (potential revenue) and thus saves operational cost and huge revenue losses.

For the purpose of exercising effective control & promoting efficiency‟ the office has been organized into different areas being represented by different pseudo cities and Functional Desks.

PSEUDO CITY REGION

ZQP USA, Europe & Canada

ZQY UK

ZQT Far East & South East Asia

ZQR Saudi Arabia

CQO Gulf

ZQV/ZQS Pakistan (Domestic)

HEU Northern Area

TELETYPE PSEUDO CITIES

SHP Super High Priority Queues

HIP High Priority Queues

MEP Medium priority Queues

LOP Low Priority Queues


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Four Special Desks are functional that are responsible for the following functions:

1. INCIDENTAL SCHEDULE CHANGE DESK

2. TELETYPE PROCESSING DESK 3. SPECIAL RESERVATIONS DESK

4. CREW BLOCKING DESK

PSEUDO CITY REGION


ZQY UK

PSEUDO CITY REGION


ZQY UK

ZQT Far East & South East Asia

ZQR Saudi Arabia

CQO Gulf

ZQV Pakistan (Domestic)






ZQT

Far East & South East Asia

ZQR Saudi Arabia

CQO Gulf

ZQV/ZQS Pakistan (Domestic)

HEU Northern Area







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PART 3 - SYSTEM STANDARDS AND SUPPORT


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CHAPTER 3.1 SCHEDULE UPDATES

3.1.1 SOP FOR SCHEDULE UPDATE

I.Purpose

PIA carries out two major updates to its published Flight Schedule every Summer and Winter and its subsequent changes thereof. These updates are received from the Network Planning Section (KHISPPK) via Email and hard copy.

II.Scope

Inventory Control & Operations PIA Stations and Selling Outlets Pricing & Inventory Management

Schedule Updates

All PIA Operational Areas GDSs and other Airlines

II Key Responsibilities

GM Revenue Management

Schedule Network Planning (KHISPPK)

D.G.M. System Standards & Support D.G.M. Inventory Control & Operations

Manager System & Schedule Updates

IV.Procedure

Schedule Updates Section in System Standards & Support performs the updates in PIA Sabre Multi-

host Reservations System. Major Updates/Changes includes:

Add/Delete, or Modify flights

Changes in Equipment, Time, Frequency and Route

Add/Delete RBDs

Adjust AU/SLS on System Range

Update the KAFON Table

Meal Uplift

These functions are carried out through:

Demand Schedule Function

Special Re-accommodation Function

Demand Schedule Change


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Demand Schedule Change allows update/change flight schedules at any time, from the current day to system

range. This process allows maximum flexibility and speed in updating schedules.

There are several benefits to this package:

Schedule Change may be for date flights

First effective date can be today

Minimal lockout times

Notification to Sabre not required

No limit to the number of flights that can be changed

Special Re-accommodation

Special re-accommodation is performed to adjust passengers displaced due to Schedule Change action. Sabre hosted PNRs that have been processed via Special Re-accommodation Schedule Change are queue placed to Queue 33 of the booking city. Teletype PNRs are queue placed to Queue 33 of the board point city of the first active segment in the PNR.

V.Reference Documents

Sabre Schedule Change Manual Sabre Restricted Entry Manual Sabre Help Desk

Sabre Community Portal

VI.Related Records

E-MAILs

Hard Copy


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3.1.2 SOP FOR CODE-SHARE

I.Purpose

To facilitate schedule display and sale of seats on code share flights with whom PIA has entered into a code share agreement.

II.Scope

Inventory Control & Operations System Standards & Support

Industry Affairs

Sales & Selling Outlets on the Network



D.G.M System Standards & Support

Manager System & Schedule updates

IV.Procedure

Code Share agreement with different partner Airlines are finalized by the Industry Affair Department.

GM Industry Affairs provides the information to director marketing circulates the information to concerned Directors about the code share agreement.

Director Marketing conveys the information to GM Revenue Management .

GM Revenue Management informs System Standards & Support to create code share flight in system.

PB creates code share flight(s) in system with inventory availability and simultaneously the

information is broadcast through Sine in message and PIA* FOCUS.

Flight is opened for sale on the network and is managed by Inventory Control and Operations.


PIA STARS (N*INDEX)

PIA FOCUS (F*PIA)

VI.Related Records

Station request letter Relevant Circulars

Telex, email


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CHAPTER 2 SYSTEM SUPPORT

3.2.1 SOP FOR MANAGING MARKET TARIFF TABLE

I.Purpose

The Sabre Sonic Inventory is used to control various functions associated with a specific Booking Class Code displayed in city pair availability. The controls (suppressing / un-suppressing of RBDs) apply to requests made in the Sabre System or requested via Direct Access from other CRS/GDS.

This is a GUI based application to modify passenger flight inventory.

These controls are based on populating multiple SSI application to derive the required results. Sabre Sonic Inventrory: SSI (Sabre Sonic Inventory) has four Core work areas to be populated

a) Inventory b) Rules c) Operations d) Administration

a) Inventory:

Allows to modify flight inventory by adjusting Authorization and Segment Limit Sales for optimum utilization of space, This functionality can be applied on a single flight or on multiple flights with system range capability. Moreover it also allows to inhibit/ uninhibit waitlist placement and clearance. It also allows to view the flight schedule based in INMs. b) Rules A single or a set of rules may be applied for customize display of flight inventory RBD‟s based on the following criteria

Host Rule

Location Rule

Point of Sale Rule

Air/GDS Rules

Market Rules

Flight Rules

Market Rules

PCC Rules

EPR Keyword Rules c) Operations It allows to set a single or multiple nesting structure to cater to the needs of the market and allows to define the sequential display of RBDs in the system and CRS with highest level of participation.


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d) Administration It allows the default values of waitlist percentage of a single or multiple RBD‟s for all flights in the system with added feature to inhibit waitlist clearance inside a certain numbers of hours prior to departure on system range flights.

II. Scope

Pricing and Inventory Management

Inventory Control & Operations

System & Schedule Updates

Sales and all Selling Outlets on the Network

III. Key Responsibility

G.M. Revenue Management

D.G.M. System Standards & Support

DGM Inventory Control & Operations

Managers Inventory Control & Operations


IV. Procedure

The display and sell of a specific class of service through POS (point of sale) functionality in MTT is carried out on the recommendation of Pricing and Inventory Management, District Manager at station RGMs, in coordination with DGM System Standards & Support, Inventory Control and Operations and G.M. Revenue Management. Once the task is completed it is notified to all concerned through an email.

V. Reference Documents

Sabre Restricted Entry Manual (F*REM) Airline Coding Directory (IATA)

R.M Fare Rules

Sabre Help Desk Sabre Community Portal

VI. Related Records

E-Mails Letters


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3.2.2 SOP FOR HANDLING SABRE’S PRODUCT PLAN VOTING

Sabre product plan is the annual feature of SABRE, where the ideas submitted by various participating Airlines for enhancement in Sabre System are analyzed and voted for induction in the System.

I.Purpose:

To evaluate and recommend enhancements in the Sabre system to resolve improve system functionality,

through Sabre‟s product plan voting, evaluate ideas submitted by the participating Airline at a joint

forum and vote for those product/ ideas most suited to PIA, so that they get selected for induction in the system and benefit the Airline, in addition to saving huge enhancement costs.

II.Scope

Inventory Control & Operations Pricing and Inventory Management System Standards & Support

Sabre MH system

All Selling Outlets on the Network.

Key Responsibility




Assistant Manager System & Schedule Update

IV.Procedure:

A team of experts from each area are nominated who first define and set priorities to ideas and solutions in each area they evaluate, higher points are assigned to each item on the list of product plan in order of its importance and benefit to PIA, to ensure that they get selected for induction in the system.

Once the idea appears on the final list and gets selected through voting it goes into development production and enters the final implementation phase in system and benefit all participating Airlines.

Finally the enhancement gets activated in PK partition for PIA users.


Sabre Restricted Entry Manual (F*REM) Sabre Community Portal

Product Plan Voting List

VI.Related Records

Telex /emails


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Sabre Website


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3.2.3 SOP FOR MONITORING INVENTORY ABUSE & TROUBLESHOOTING

I.Purpose

a) Monitoring of all Inventory blocking by Travel Agents is done on a daily basis on system range to identify the Travel Agent involved in this undesirable activity.

b) To investigate & rectify problems occurring on flights which is highlighted by Inventory Control & Operations or concerned station. IV.Procedure

a) The system provides the facility to track Agent activity and identify the travel agents or PK Staff involved in holding the space for more than 30 minutes without completing the transaction. Holding of inventory for an indefinite period of time amounts to system abuse, therefore once the agent is identified, warned, followed by De-linking from PK Reservations System on the directives of the management.

The penalized travel agent is re-linked subject to written assurance of restraining themselves from system

abuse in future and / or after recovery of the fine imposed thereon.

b) Problem highlighted by Inventory Control & Operations Pricing & Inventory Management or station is received through email. Immediate investigation in carried out to resolve the problem. Problem is rectified and Inventory Control & Operations or the concerned station is informed accordingly. II.Scope

Inventory Control & Operations Pricing & Inventory Management

System Standards & Support

Selling Outlets .



D.G.M. System Standards & Support

Manager Reservation & Ticketing Systems If problem cannot be resolved, it is forwarded to SABRE helpdesk and is followed up till it is resolved.


F*REM Airline Coding Directory Manual Fare Rules

VI.Related Records

TELEX


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E-MAIL


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CHAPTER 3: SPECIAL FUNCTIONS

3 . 3 . 1 SOP FOR TIME INITIATED FUNCTION TABLE (TIFT)

I.Purpose

The time initiated function table is a database into which authorized personnel can input entries performed on a repetitive basis and to have the results of those entries generated to a Printer, Teletype SITA Address or a Queue at a specific time.

This is an essential Table as check in cannot be carried out by NON ACSI stations until the PNL/ADL is received in their Departure Control Systems Generation of L-TYPE ENTRIES i.e. PNL / ADL, LA / LC / LD etc.

Generation of P -TYPE ENTRIES i.e. PBI / PFX / PMB / PMF/ PMP / PMMT / PUN Generation of N*

-TYPE ENTRIES FOR STAR DISPLAYS

Generation of TMR REPORTS TMR1 / TMR2, etc.

Generation of V -TYPE ENTRIES i.e. VIE /VIF / VIL / VSA / VL etc. Generation of 4GP ENTRIES TO

MANUALLY GENERATE IATA PNL/ADL

II.Scope

Main Summer/Winter Schedule Updates & Changes

Inventory Control & Operations (CRC) Third Party Ground Handlers

Airlines Departure Control Systems

PIA Traffic and Special Handling

PIA Field Service

III.Key Responsibility




Assistant Manager System Support

IV.Procedure

Populate the following TIFT Tables in accordance with:

PK Main Schedules Updates & Changes

Extra Sections

PK Town Offices and Airports requiring any of the above on a specified timetable

Incorporating SITA address updates.


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The TIFT Table consists of 3 separate tables:

The items in each table are cross-referenced by the ENTRY in the SHELL TABLE. When adding the Destination address to the routing table, the ENTRY number from the SHELL TABLE will be used for the entry being referenced. The same is true with the ACTIVATION TABLE.


Sabre Restricted Entry Manual (F*REM) Sabre Special

Functions Manual

VI.Related Records

TELE- MAIL

1. SHELL TABLE - contains the Sabre System ENTRY.

2. ROUTING TABLE - contains the teletype or Printer address to which the ENTRY will be

generated.

3. ACTIVATION TABLE - contains the time the ENTRY is to be generated.


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3.3.2 SOP FOR INVENTORY DISCREPANCIES – INVESTIGATION / CORRECTION VENTORY

DISCREPANCIES

I.Purpose

Inventory discrepancies occur when the number of seats sold and the number of names in the name list are

unequal. This inaccuracy is fixed by Flight Reconciliation assures airline that a flight is not being oversold or

undersold in error.

On identification of an inventory discrepancy by CRC Flight Check , Pricing and Inventory Management or a PK station via, hotline or email, immediate steps are taken to arrest the cause by investigating the issue and fixing it through system entries.

Reconciliation of flights on a frequently narrows down the time frame in which a discrepancy could have occurred, thus allowing to isolate a particular PNR or System problem.

II.Scope

Inventory Control and Operations



Key Responsibility

G.M Revenue Management

DGM System Standards & Support

Manager System & Schedule Update

Assistant Manager Special Functions.

IV.Procedure

There are two types of Inventory Discrepancies:

1. Plus Discrepancy indicates there are more inventory seats sold than passenger names on the name list Minus Discrepancy indicates there are more passenger names than inventory seats sold

2. Advance monitoring of all Inventory discrepancies is done on a daily basis on system range by System

Standards & Support.

VI.Related Records

Telex

E-mail

Reference

Sabre Special Functions Manual

Sabre Help desk


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3 . 3 . 3 SOP FOR EMPLOYEE PROFILE RECORD

Highly Classified Functionality. In view of the confidentiality of this function, three officers have access to update EPRs of Sabre Users on the network in the area of Marketing.

I.Purpose

An Employee Profile Record (EPR) is required for every user of PIA‟s Sabre Multi-Host Reservations System. It

consists of a combination of Duty Codes and Keywords which allow the user to perform specific functions. Each

specific Duty Code or Keyword determines which functions may or may not be performed by a particular user.

II.Scope

All PIA Marketing and Sales

Sabre System Users

PIA Call Centre




DGM Pricing and Inventory Management DGM Inventory Control & Operations Manager System &

Schedule Updates Manager Inventory Control (CRC) Manager Operations (CRC)

PIA Network Station Heads

IV.Procedure

Fresh EPRs are created for new appointees in Marketing using Sabre System. In case of change of assignment or transfer, EPR maybe updated as per the new task.

Strict instructions are given to all employees to keep their EPR passwords highly confidential. Keywords and Duty codes have to be used in accordance with the assignment. Misuse of EPRs will result in disciplinary action against the employee by either purging their EPRs and or limiting their access.


Sabre Restricted Entry Manual

PIA FOCUS

Managements Emails / Letters

VI.Related Records

Management Approvals


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3.3.4 SOP FOR FOCUS / STAR (DIRECT REFERENCE SYSTEM OF SABRE)

I.Purpose

To update and maintain Focus/Star with information related to PIA‟s policy and .procedures and control its viewer

ship.

II.

Scope


Sales & PK Selling Outlets

III.

Key Responsibility


D.G.M. System Standards & Support Manager System & Schedule Updates

IV. Procedure

D.G.M. Inventory Control & Operations / KHISDPK / Station Head /Product Manager gives

instructions through telex or circulars.

Changes are updated in FOCUS / STAR by System Standards & Support If required, restrictions on viewer ship are updated in Sabre


F*REM

F*FMH

VI. Related Records

Relevant circulars Telex email


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3.3.5 SOP FOR SIGN-IN MESSAGE BROADCAST

I. I.Purpose

To inform SABRE users about immediate updates regarding PIA policy procedures and or other flight /travel related information that can be viewed by all stations instantly.

II. Scope



PIA Selling outlets


G.M. Revenue Management D.G.M. System Standards & Support


IV. Procedure

D.G.M Inventory Control & Operations gives instructions to PB to flash sign-in message, regarding management policy decisions for updating FOCUS /STAR.

Changes are updated in focus / star by System Standards & Support.

If required, restrictions on viewer ship are updated in SABRE.


Sabre Restricted Entry Manual (F*REM)

VI. Related Records

Relevant circulars

TELEX / E-MAIL


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3 . 3 . 6 SOP FOR PRE RESERVED SEATS

I. I.Purpose

Pre-reserved seats are offered to passengers on majority of Domestic and International flights (exceptions are Overlap Domestic Legs of International Flights)

The use of pre-reserved seating can: - Increase customer service - Assist passengers to obtain desired seating at the time of reservations i.e. window, aisle etc.

- Results in orderly check-in and boarding

- Passengers traveling together can obtain seats together

All selling outlets can pre-reserve available seats from 331days until six hours prior departure.

II. Scope



Other Airlines Selling Outlets

III. Key Responsibilities

G.M. Revenue Management D.G.M. (PB) Manager System & Schedule Updates

IV. Procedure

Q Blocked Seats

In order to facilitate VIP and CIP passengers who report at check in without having pre allocated their seats, few prime seats are blocked in all classes and cannot be assigned.

These seats are reflected as Q blocked seats in the seat maps and cannot be assigned through regular PNR creation. Requests for such seats are received through email, fax or letters from PIA Management and station

heads Q blocked bulkhead seats 1A/1C in Club Class are for Marketing and ACSI use for VIP‟s only. They are

released from instructions by Chairman & MD Secretariats/Director Marketing/GMRM/DGM Inventory Control

Managing Director‟s has ordered not to allocate bulkhead seats to Non-Revenue passengers.

Infant Bassinet

Similarly Passengers traveling with Infants require Bulkhead seats where Bassinet can be attached. In

order to facilitate these passengers all Bulkhead seats are blocked. All middle row bulkhead seats to be given

only to passengers with infants. Only 1 infant can be assigned on this row. Stations can make a request through

E-mail or in the SSR field of the PNRs.


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Emergency Exit Seats

Emergency exit seats are denoted as X on seat maps.

Emergency Exit Seats are not assigned to children under 12, adults traveling with infant, disabled passengers,

wheelchair cases, and elderly passengers (above 60 years).

Z Blocked Seats

Z blocked seats which are not to be assigned under any circumstances they may be reserved for a stretcher or may not exist on certain aircraft of the same equipment type

Q X and Z blocked seats cannot be assigned through regular PNR creation.

20% of regular seats in economy cabin are also blocked to facilitate families to be seated together.

If the flight is full then the Q / Z blocked seats are definitely occupied but allotted to the passengers being checked in later. However, if flight is not full than these seats may not be allotted at all.

Important note for A310

Bulk head seats in the middle row of economy class are either 41 or 42.

Since we have different types of cabin configuration in A310, Row 41 does not exist in 6 aircrafts therefore row 41 not to be assigned un

Tail No. is confirmed. Seat 41A and 41L are Z blocked i.e. not to be assigned under any circumstances as seats

may not exist on an air


PIA FOCUS SOPS & CIRCULARS

VI. Related Records

E-mails


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3.3.7 SOP FOR DEVELOPMENT / REVISION OF CIRCULARS/SOPS

I. I.Purpose

To disseminate new/revised SOPs on system functionality, policy and rocedures for PIA Sales, Reservations and Ticketing Offices, PIM, ICO through circulars, to ensure better understanding of procedures to increase efficiency.

III. Scope

Inventory Control & Operations .System Standards & Support Pricing & Inventory Management

Sales & Selling Outlets on the Network

IV. Key Responsibilities

GM Revenue Management D.G.M. System Standards & Support


V. Procedure

Any change in reservation policy to be implemented is forwarded to System Standars & Support by GM Revenue Management / D.G.M Inventory Control & Management.

Related section at System Standards & Support translate the details into SOPs and

emails it to Manager/Ticket Office Manager for implementation on the network.

The SOP is also updated in PIA DRS i.e. F*PIA, thereafter an acknowledgement is received

from each station. Incase the information is for Travel Agents same is sent to Manager GDSs for its upload

in the DRS of GDSs.

VI. Reference Documents

PIA FOCUS

SOPS & CIRCULARS

VII. Related Records

E-mails

Circulars


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3.3.8 SPECIALIZED TRAINING IN INVENTORY CONTROL & SCHEDULE UPDATE

I.Purpose

Classified Sabre training is carried out exclusively by specialized and experienced Master Trainers/trainers for the following areas:

i. Inventory Control and Incidental Alterations

ii. Schedule Change and Data Base Maintenance

IV.Procedure

Fresh Training, New Updates and Refreshers are planned and carried out according to requirement/training need assessment for Inventory Control and Operations (CRC), Pricing & Inventory Management and System Standards & Support Officers only.

After completion of a specified Training/Refresher, tests are conducted to gauge the level of the trainees.

Based on the results, placement and future trainings are planned and executed.

Key Responsibility


D.G.M. Inventory and Operations (CRC)

DGM Pricing and Inventory Management DGM System Standards & Support

Manager Inventory Control and Operations (CRC)


II.Scope

Inventory Control and Operations (CRC) Pricing and Inventory Management System Standards & Support


Syllabus and Training Material from Sabre Manuals Sabre Restricted Entry Manual Sabre Community Portal

SOPs and Circulars

VI.Related Records

SOPs and Circulars E-MAIL

Letters

Record of Trained Officers


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3.3.9 SOP FOR DELINKING AND RELINKING OF TRAVEL AGENCIES & PSA’S s

I.Purpose:

Standard operating procedure for delinking/restoration of Travel Agent/PSAs from PIA reservation & ticketing

system for system abuse/default.

Penalty is imposed on Travel Agents & PSAs to maintain effective control and discipline in reservations & ticketing

activities. in extreme case of system abuse/default the travel agent, PSA is often denied acces to PIAs resv/tktg

system to safeguard the airlines interest.

.

Lately we have observed that the procedure for delinking/restoring the system in travel agents/PSA,s office is not

being followed and coordinated properly creating confusion and duplication of work.

In order to improve its working and to keep track record of the connectivity status of the travel agent, the

process is being centralized and redefined through a sop that is being circulated for strict compliance by all

concerned offices.

II.Scope:




Sales Offices at Stations

Agency Affairs

Key Responsibility



DGM Pricing and Inventory Management

Manager System & Schedule Update

District Manager

IV.Procedure

Request for delinking the agent from PIA,s reservation system shall be received from the following offices only:-

1. SALES OFFICES AT STATIONS


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Manager, Passenger Sales Manager and/or Ticket Office Manager.

2. PRICING AND INVENTORY MANAGEMENT

DGM Pricing and Inventory Management

3. INVENTORY CONTROL & OPERATIONS

Manager System & Schedule Update.

Manager Inventory Control & Operations.

Manager Rim & PFA.

4. AGENCY AFFAIRS

DGM Agency Affairs.

The e-mail request for delinking and later restoring the travel agent/psa/gsa must be mailed with information

specified in the format given below:-

A. TRAVEL AGENTS & PSA IN PAKISTAN:

For closure and or restoration of only the ticketing facility in case of default/ bankruptcy etc, the manager and or

psm of pia local office shall be authorized to send an e-mail to the contact person at national distribution company

( [email protected]) with copy to khirwpk,khihqpk, khisapk, khiespk, khirzpk, khirapk.

Proper record of this activity must be maintained by the manager/psm of the respective station/ khirwpk.

THE E-MAIL MUST CONTAIN THE FOLLOWING INFORMATION:

NAME OF TRAVEL AGENT.

PSEUDO CODE IN CASE OF SABRE (1S) AND ABACUS (1B) AGENT.

IATA NUMBER IN CASE THE AGENT IS A SUBSCRIBER OF GALILEO.

REASON WHY DELINKING AND/OR RESTORATION IS BEING REQUESTED.

B. TRAVEL AGENTS IN AND OUTSIDE PAKISTAN

For delinking the travel agent from pia resv/tktg system in case of system abuse, pia office shall send an e-mail to

khirwpk with copy to khirzpk, khirapk who shall be the approving authority in such cases.

THE E-MAIL MUST CONTAIN THE FOLLOWING INFORMATION:

NAME OF TRAVEL AGENT.

PSEUDO CODE OF TRAVEL AGENT, IN CASE OF SABRE (1S) AND ABACUS (1B) AGENT.


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IATA NUMBER IN CASE THE AGENT IS A SUBSCRIBER

OF GALILEO.

REASON WHY DELINKING IS BEING REQUESTED.

REASON FOR RESTORATION. CR NO AND AMOUNT COLLECTED IN CASE OF PENALTY.

Information regarding delinking of travel agent due violation of code of conduct when initiated by khirwpk (on the

authority of dgm/gmrm) shall be communicated to manager/psm/ticket office manager of the respective station/

khiespk (for gdss) and shall be restored only when the required conditions are fulfilled and confirmed by the

manager/psm/ticket office mngr of the respective stations.

Proper record of this activity must be maintained by the concerned office along with the cash receipt number and

the amount collected from the agent..

The above procedure must be strictly followed by all for ensuring effectiveness.

VI.Related Records

E-mail

Reference

Revenue Management Manual


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CHAPTER 4 RESERVATIONS & TICKETING SYSTEM

3.4.1 SOP FOR AUTOMATION OF PIA OFFICE /GSA AT A NEW LOCATION

I. Purpose

To provide connectivity to automate a new PIA Office /GSA and enable it to access PIA Reservations & Ticketing System to perform all related functions.

II. Scope

System Standards & Support Pricing & Inventory Management Inventory Control & Operations

Sales & all Selling Outlets on the Network

I.T Department. Works Deptt.

III. KeyResponsibilities

Director Marketing Director Information Technology Information Technology Department


G.M. Passenger Sales D.G.M. System Standards & Support

Manager Reservations & Ticketing Systems

Senior RTO/Analyst

IV. .Procedure

As soon as a new PIA Office and or GSA is appointed and prerequisite formalities/approvals have been obtained the District Manager at the station arranges for

the installation of Hardware equipment and related software at the station/site in

coordination with PIA‟s I.T. and Works Department.

On completion of above an email is received by D.G.M System Standards & Support/G.M Revenue Management from District Manager of the respective station / Agency Affairs with necessary approvals and information required for automation of the office /GSA.

Manager Reservations & Ticketing System and / team are responsible for pre –post

cutover activities and trainings at the station, send a request to Sabre MH Help desk for allocation of a pseudo city code (PCC), for the new location followed by a request to D.G.M Network Control (I.T.) for assigning exclusive LNIATAs for the number of terminals/work stations and printers approved for installation. The PCC is then configured on respective LNIATAs.


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Next the assigned IATA number of the location is updated in the station table to enable ticketing, once the configurations and tables have been updated the information is sent to Revenue Accounting (KHICLPK) to enable them to capture sales activity/data at the new location and furnish it in QUASAR.

Approval for travel of Officer is obtained to conduct training and perform cutover activities at the new location for making it operational

EPR is created for staff Officer to allow them approved access level/duty code, according to their functions and the approvals are given by D.G.M System Standards & Support and G.M. Revenue Management.

An official announcement regarding automation of the new office/GSA is made and broadcast on the network through the sine in message and circular to all concerned.

VI. Reference Documents

Reservations & Ticketing Sabre FMH Manual (F*FMH) PIA FOCUS (F*PIA)

Airline Coding Directory (IATA)

Ticketing Handbook Fare Rules

VI. Related Records

Minutes of Approval

Request letter from station /Agency Affairs

Relevant Circulars/SOPs

Telexes & emails.


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3.4.2 SOP FOR DATA BASE MAINTENANCE:

I.Purpose

To populate update and maintain data base, to support Reservations and Ticketing functions being performed at PIA offices on the network, and ensure optimum utilization of related system functionalities. Maintain an updated list of PIA offices, GSAs and Travel Agents with details of GDSs systems being used by them for monitoring and trouble shooting.

II.Scope



Revenue Accounting Agency Affair

E-Solutions

Sales/ selling outlets on the network.

Key Responsibility


D.G.M S y s t e m S t a n d a r d S u p p o r t Manager Reservation & Ticketing Systems

IV.Procedure

Update following tables after automation of a new location with relevant details

Ticketing Station Table.

Station & Bank ID Table

Forms Number Table Miscellaneous Sales Mask Pricing Table etc.

VCRBLOCK Table etc Make routine checks.



Sabre FOCUS Manual (F*FMH)

Airline Coding Directory (IATA) Fare Rules

VI.Related Records

Telexes, emails

Reference Tables


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3.4.3 SOP FOR IMPLEMENTATION OF NEW PRODUCTS THE SYSTEM:

I. Purpose

To study evaluate new reservations & ticketing products offered by Sabre, plan its implementation with training and resource assessment and ensure its successful implementation .The Purpose is to keep PIA,s Reservations & Ticketing system at par with industry practice and enable it to compete effectively with its competitors in the global market.

II. Scope


Pricing & Inventory Management

System Standards & Support Sales & Selling Outlets on the Network


G.M. Revenue Management D.G.M. System Standards & Support Manager Reservations & Ticketing Systems

Assistant Manager/RTO

IV. Procedure

A team is nominated comprising of officers from the related field. Team develops strategic pre/post cutover plan for launch of the product on the network. Training needs are assessed and a phased program is planned and executed. After successful cutover ,post cutover monitoring and trouble shooting is ensured , for

maintaining the standard and efficiency level of the new functionality.


User Guide for the module


Sabre FOCUS Manual (F*FMH) PIA FOCUS (F*PIA)

VI. Related Records

Email & Telexes


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3.4.4 SOP FOR TROUBLESHOOTING

. I.Purpose

To investigate, trouble shoot problems occurring in reservations and ticketing system,

reported by Sabre Users on the network and rectify same to ensure smooth running of the

system /office.

. II.Scope


Sales & Selling Outlets on the Network.

Key Responsibility

GM Revenue Management D.G.M. System Standards & Support Manager Reservation & Ticketing Systems

Assistant Manager/RTO

IV.Procedure

Problem highlighted by Inventory Control & Operations or station through email and or telephone call.

Immediate investigation in carried out to trouble shoot and resolve the problem.

Problem is rectified and Inventory Control & Operations or the concerned station is

informed accordingly.

If problem cannot be resolved internally, it is forwarded to SABRE helpdesk at Tulsa, a service incident is opened through which follow up is done till its resolution.



Sabre FOCUS Manual (F*FMH) PIA FOCUS (F*PIA)

VI.Related Records

Email & Telex

Service Incident Log


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CHAPTER 5 REVENUE INTEGRITY MANAGEMENT & POST FLIGHT ANALYSIS

3.5.1 SOP FOR REVENUE INTEGRITY MANAGEMENT

Non productive bookings in our reservation system are generated either through negligence or fraudulent activity by travel Agent and/or employee. These bookings may be removed through flight firming process, which ensures ticketing and detection/ cancellation of duplicate/ segment. This process ensures release of blocked inventory for resale and contributes significantly to improved yields and RPKs (Reveue Per Killometer) .

I.Purpose

Auto clean inventory through Sabre robotic software known as Revenue Integrity Management, to eliminate inventory spoilage and improve seat availability through a number of predefined processes.

1. Enforcing ticketing time limits parameter:: It aims to minimize the effects of agents who book

seats without Ticketing the bookings according to the pre-defined parameter

2. Duplicate segment cancellation: Detects duplicate segments in PNRs sends a verification message and throws them in a pre-assigned Queue for review and Cancellation.

3. Passive Segment Cacellation: Process is to read the messages from passive segment notification message queue and to deny selected passive bookings by returning a new teletype message to the passive booking originating system in which the passive segments have been denied with an “NO” status code.

Iincoming passive bookings being allowed only if there is an identical matching live

booking in the system.

Fictitious Passenger: The process querys all incoming „end transactioned‟ PNR and then use the list of fictitious names that the carrier uploaded (via the upload page) to return a list of PNRs that contain a name that matches one of the entries in the users list.This process is used for Unrully Passengers..

II. Scope



Pricing &Inventory Management

Sales & Selling Outlets



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Manager RIM & PFA

Asst Manager RIM

RTO/RTS Analyst

IV. Procedure

1. The ticketing time limit are defined by Route Managers based on the input of the station in terms of Fare, seasonality, competition and existing market conditions.

2. On receiving the request the parameters are planned and worked out in the test mode, by the RIM Team, once the desired results are achieved same parameters are put into production for Implementation in the live system.

3. Prior to its implementation in the live system a Circular is sent to all concerned offices and same

Information is uploaded in PIA Focus and in the DRS of Travel Agents to ensure compliance.

4. The software first scans the PNRs assigns the predefined time limit and then cancels it if not

ticketed within the given time, thus keeping the flight trim.

5. The software scans the PNRs for dupe segments according to parameters defined, generates a

Message for finalization of the segment to the booking source and places the PNR in Q for review and action by Inventory Control if not finalized by the booking source.

Host PNR: Message is generated in 5H TTY PNR: Message is generated in SSR


Revenue Integrity User Guide

PIA FOCUS

DRS of GDSs

VI. Related Records

PNRs

RIM Folders


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3.5.2 S.O.P FOR FICTITIOUS TICKET DETECTION

I. Purpose

To detect and cancel PNR with fictitious ticket number, and identify Travel Agent and PIA personnel

involved in this undesirable activity. This activity is being managed through an in-house software

FICTIC that is primarily working to keep unproductive bookings , from taking valuable inventory “off

the market” and prevent sold out flights going under load.

Additionally its role is significant in maintaining discipline in Reservations and ticketing activity being performed by Travel Agents/PIA staff, through monitoring and imposition of penalty to prevent revenue loss.

II. Scope



Pricing and Inventory Management Sales Offices

Reservations & Ticketing Offices/GSAs

Call Centre

Travel Agents

II. Key Responsibilities


D.G.M System Standards & Support Manager RIM & PFA Asst Manager RIM

RTO/RTS Analyst

IV. Procedure

The auto software named FICTIC scans PNRs for six months in advance, to detect inventory

blocked with fictitious ticket numbers on all domestic and International flights.

The check is conducted and the PNRs detected are cancelled and placed on a pre-assigned Queue Number at city ZQZ

The queue is accessed by the Officer Analyst deputed on the job and after careful analysis an

Agent-wise summary is prepared with details of the PNRs and number of seat and segments

booked

Agent found violating the Code of Conduct vis a vis insertion of fictitious ticket numbers are

penalized according to existing procedure approved by the Management.

A letter is sent to the PSM of respective station for issuance of a warning letter to the Travel

Agent and for collection of the amount of penalty against CR, within 7-15 day period.

In case the penalty is not paid within the stipulated period, the Travel Agents is delinked from


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PIA‟s reservation system under advice to the PSM.

Relinking of the Agent is subject to payment of the fine and a letter of assurance from the

Agent that non compliance shall not occur in the future received through the respective PSMs

office.

A record containing details of activity/connectivity status of the Travel Agent along with

amount collected is maintained by the section.


PIA FOCUS

VI. Related Records

Summary of Recovery

Telex/E-mails


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3.5.3 SOP FOR RETRIEVAL OF POST DATED INFORMATION RE PASSENGER TRAVEL & TICKETING

RECORD (PURGED RECORD)

I. Purpose

To facilitate various departments in acquiring past dated passenger information stored in

PNR/VCR that have been purged from the system and cannot be retrieved through normal routine

entries. The purged record obtained is used to investigate and resolve Reservation ticketing

and fare related problems/complaints and to settle outstanding refund other charges due.

II. II.Scope

S y s t e m S t a n d a r d S u p p o r t

Inventory Control & Operations Pricing & Inventory Management.

Stations / All selling outlets on the Network

Other concerned Departments

.


D.G.M System Standards & Support Manager RIM & PFA Assistant Manager PFA

Sr. RTO/RTS/Analyst.

IV. Procedure:

The PNR is purged from the system 07 days after the last flown segment and to retrieve the data following entry can be used :

ENTRY: *300/3NOV2009-KHAN

For more information see: F*FMH/RETRIEVE/PAST/DATE

To retrieve data once it has been purged from the system after 07 seven days the SOP is as

follows:

Once the PNR data is purged from the system it is stored on CDs and is obtained from Sabre

MH. It is received every 15 days from Tulsa and contains the data for the last 07 days, e . g . the

CD received on the 10th

June contains the data of PNRs for the period beginning 24May till 30

May09.

O

R

Through online access made available by Sabre, almost instantly provided all required information

for retrieval has been met.

In case the data is requested for a period which is beyond June 2008 it is obtained from the I.T

department by this office.


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An email request is received from the offices authorized, addressed to KHIRWPK and [email protected], consisting of following information: (Incomplete information delays the retrieval process).

1. PDI PURGED RECORD stated in the subject box of the email.

2. Complete passenger name- “mandatory”

2. Flight number/date – “mandatory” and/or

3. PNR number/date of travel “mandatory”

4. VCR number mandatory if available

5. Telephone number mandatory if available

6. Reason for request. “Mandatory” E.g. required for investigating complaint, required to

process refund and or determines COB/NS, other time bound penalties etc.

It is mandatory that request is routed through authorized Sales/Reservation & Ticketing offices through the Manager /PSM and or Ticket office Manager (i.e. UU, UR,TO) of respective station

In addition to above the PNR data may be requested by Managers and above, of following areas: Manager

Passenger Revenue - KHIPRPK –KHIWTPK (Refund section)

Manager Customer Services - KHIDWPK

Manager M.I.S - KHIDQPK- KHICIPK

Manager Ticket Office System.- KHIROPK- KHIRTPK

Manager Award Plus- KHIRLPK

Manager PIA Contact Centre.- KHIRCPK

Manager RIM & PFA. – KHIRWPK -KHIRDPK

Manager Inventory Control & Operations- KHIRSPK

Manager System & Schedule update.- KHIRWPK

Manager Revenue Accounting Refund section –KHIWTPK

Manager Passenger Handling -KHISBPK, KHIOUPK

Since the record contains personal and confidential data of the passenger, in view privacy act and existing security concerns , the above step ensures that the office requesting the data is responsible for maintaining the confidentiality and proper usage of this data

Once the PDI record is retrieved a soft copy is emailed to the respective office. For investigation and

resolution of problem/complaint.

Reminder for purge record is sent 48 hours after initial request unless urgently required.

A service charge of PKR 500 is collected by PIA Sales, Reservations & ticketing Offices, from Travel

Agents in Pakistan, for providing them information from the purged PNR record, and shall be reported

under CR in accordance with the existing procedure.


PIA Focus. RM Manual Circular

VI Related Records

mailto:[email protected],%20consisting%20of%20following%20information:

mailto:[email protected],%20consisting%20of%20following%20information:


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Purge record File

Station email


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3.5.4 SOP FOR POST FLIGHT ANALYSIS

The Post Flight Analysis section is responsible for providing Post Flight departure reports to the Management

and Stations. The raw data is obtained from PIA‟s Reservations System and processed by Information

Technology Department on guidelines provided by PFA section, this processed data presented in the form of various reports is used by the Management in planning operations, cancellation, re-routing of flights and finalizing intervals of flight firming checks at Inventory Control & Operations.

REPORTS BEING GENERATE BY PFA :

1. Denied boarding report 2. Overbooking report 3. Variable Operating Cost Savings report 4. No-show report 5. Cancellation Report 12-48-72 hrs 6. RIM activity report 7. Fictitious ticket 8. VCR SYNCH report 9. Advance Load Position 10. Daily Performance Report 11. Un-utilized Crew Blocking seats report .


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3 . 5 . 5 SOP FOR MANAGING ADVANCE LOAD REPORT.

I. Purpose

To monitor flight load trends on a daily basis for 15-30 days in advance, highlight critical

information in the r e p o r t consisting of advance booked loads (prime class) and make it

available to the Management and Operational areas for planning operation of future flights,

finalizing frequency of flight firming checks.

II. Scope

Inventory Control & Operation Pricing & Inventory Management.


IT Department Sales & PK selling network.


General Manager Revenue Management

D.G.M Inventory Control & Operation

D.G.M Pricing & Inventory Management. D.G.M System Standards & Support

Manager /Assistant Manager RIM & PFA

Manager / Assistant Manager Inventory Control

Manager /Assistant Manager Operations

Manager/ Assistant Manager Hajj & Umra Incharge respective

IV. .Procedure

Advance Load Analysis

Review advance load of flights using web based reports available at report.piac.com.pk

Monitor and highlight critical information after verifying from VIE at PIA‟s Reservation System.

Send hard copies of the report on a daily basis to Management ( Director Marketing ,General

Manager Revenue Management ) for managing other important aspect of inventory planning and

operations.


PIA Focus. RM Manual

Sabre

VI Related Records

R e p o r t . p i a c . c o m . p k


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E mail


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3.5.6 MONITORING AND ANALYSIS OF DAILY PERFORMANCE REPORT:

I. Purpose

To monitor post departure flight load trends on a daily basis, highlight critical information in the report consisting of booked and traveled loads, vacant seats, No-show Go show, No record Non revenue and upgrade figures along with total traveled figures. The information is made available to the Management and Operational areas for planning operation of future flights, finalizing frequency of flight firming checks and investigating complaint and taking corrective action for improving seat factor passenger service optimizing Airline revenue.

II. Scope

Inventory Control & Operation Pricing & Inventory Management. System Standards & Support

IT Department

Sales & PK selling network. Passenger Handling ACSI


General Manager Revenue Management D.G.M Inventory Control & Operation

D.G.M Pricing & Inventory Management.


Manager /Assistant Manager RIM & PFA Manager / Assistant Manager Inventory Control Manager /Assistant Manager Operations

Manager/ Assistant Manager Hajj & Umra

Incharge respective

IV. .Procedure

Daily Performance Report

Review Daily Performance Report using web based reports available at report.piac.com.pk

Monitor and highlight critical information after verifying from data at PIA’s Reservation System

, PDC at ACSI and

PFS for third party ground handlers. Send hard copies of the report on a daily basis to Management ( Director Marketing ,General

Manager Revenue Management).


PIA Focus. RM Manual

Sabre


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VI Related Records

R e p o r t . p i a c . c o m . p k

E mail


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3.5.7 SOP FOR RESEARCH AND ENHANCEMENT IN SOFTWARES:

I. Purpose

To review and conduct ongoing research, related to reports and existing software for Revenue Management ,recommend new software program for automation of different functions activities suggest and implement changes/additions in the reports by proactive coordination with users and I.T to keep them updated more meaningful and comprehensive for the users to meet their requirements.

II. Scope

Inventory Control & Operation Pricing & Inventory Management. System Standards & Support

IT Department

Sales & PK selling network. GDSs

Passenger Handling ACSI


General Manager Revenue Management D.G.M Inventory Control & Operation

D.G.M Pricing & Inventory Management.

D.G.M System Standards & Support Manager /Assistant Manager RIM & PFA


Manager /Assistant Manager Operations Manager/ Assistant Manager Hajj & Umra

In charge respective

IV. .Procedure

Reports are reviewed and enhancement are recommended to existing reports after detailed discussion with the Respective User and programmer to finalize the script

New enhancements are also recommended to streamline and improve procedures a detailed document with the approval of General Manager /DGMs is prepared and Communicated to the programmer at I.T department for incorporation of new software and changes in the existing program.

The software once completed by I.T undergoes a User acceptance test, on its successful Completion in the test environment and approval by Manager/team DGM/G.M Revenue. The program is loaded in the live production. Prior to its launch an SOP is developed and circulated to the users to ensure complete Understanding and successful implementation.


Reports in PIA Res system Data from Revenue Accounting -Quasar

VI. Related Records


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Reports (www.report.piac.com.pk)

E-mail/telexes/Faxes/Documents/Ticket

3 . 5 . 8 SOP FOR COMPLAINT INVESTIGATION

I. Purpose

To investigate complaints related to the Reservation system and put up a report for MD PIA for identification and resolution of problem to address grievance.

II. Scope

Inventory Control & Operation

Pricing & Inventory Management.

System Standards & Support IT Department

Sales & PK selling network.

GDSs Passenger Handling ACSI


General Manager Revenue Management D.G.M Inventory Control & Operation D.G.M Pricing & Inventory Management.




Manager /Assistant Manager Operations

Manager/ Assistant Manager Haj & Umra In charge respective

IV. .Procedure

Report sent by G.M Revenue management Is received and investigated by referring to various available records and after careful analysis of each area , a report is compiled with recommendations and sent to G.M Revenue Management for approval and further action by Customer Services /MIS.


Reports in PIA Reservations system

Data from Revenue Accounting –Quasar

F*FMH Res & Ticketing Manual F* REM

VI. Related Records

http://www.report.piac.com.pk/


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Reports (www.report.piac.com.pk) PDI record of PNR-VCR

E-mail / Telexes /Fax / Documents / Ticket



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3 . 5 . 9 SOP FOR DENIED BOARDING REPORT

I. Purpose

I.Purpose of Preparing Denied Boarding Report is to provide the information to the Management regarding denied boarding

passengers who were denied boarded on different flights on daily basis. Reports consist of reasons why denied boarding is

being occurred i.e. (Overbooking or COE and XLD flight‟s passenger adjustment) and what compensation is being given to

the passengers on particular flight. There are two types of denied boarding reports i.e. Region wise and month wise are being

made for the management.

II. Scope

Inventory Control & Operation Pricing & Inventory Management.


IT Department Sales & PK selling network.






Manager / Assistant Manager Inventory Control Incharge respective

IV. Procedure

Denied Boarding Report

Review GCD & GFS (Flight Summary) at PK Reservations System and analysis No-show

passengers to find the actual denied boarding passengers.

Review VIH & VIE at PK Reservations System and analysis the overbooking.

Review VIF at PK Reservations System and analysis facts like change of equipment.

Review No record passengers and airport addition passengers at PK Reservations System

and analysis that these passengers are holding confirmed ticket of the same flight or they are

booked on other flights but accepted by traffic staff.


Reports in PIA Res system PIA Focus

VI. Related Records

Reports (www.report.piac.com.pk)

E-mail/telexes/Ticket/PNR



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3 . 5 . 1 0 SOP FOR VOC (VARIABLE OPERATING COST) SAVINGS

I. Purpose

Evaluation of VOC( Variable Operating Cost ) Savings in the end of each month through cancelled of poor

loads flights and change of equipment from large capacity to small capacity of flights by the Marketing

Department and provide total cost savings in a month and what is variance with last year month to the

Management.

II. Scope

Inventory Control & Operation







Manager / Assistant Manager Inventory Control Incharge respective

IV. .Procedure

VOC SAVINGS REPORT

Data of Cancelled flights and COE aircrafts due Marketing gathered from

web:cargo.piac.com.pk.

In COE flights organize all flights in which aircrafts have been changed from Large Capacity

to Small Capacity and subtract per hour operating cost of both aircrafts i.e. large to small.

Find out flying hours of each flight/sector from PK Reservations System.

Multiply of both values i.e. flying hours and difference value of both aircraft to each other then

with thousand to get the VOC Savings.

In Cancelled flights organize all flights which were cancelled and multiply of both values i.e.

flying hours and per hour operating cost of the aircraft and then multiply with thousand to get

the VOC Savings.


PK Reservations system (Sabre)

VI. Related Records


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Jan 21, 2015


Reports (www.cargo.piac.com.pk)

E-mail

http://www.cargo.piac.com.pk)/


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PART 4 PRICING & INVENTORY MANAGEMENT


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CHAPTER 1 PRICING & INVENTORY PROCEDURES

4.1.1 SOP FOR ANNUAL PRICING & INVENTORY PLANNING

Purpose

To achieve annual revenue target goals through pricing & inventory control to optimize PIA‟s

revenues

II. Scope

Head Office

District Offices (Domestic / International)


Director Marketing


GM Pax Sales

DGM Pricing & Inventory Management

Route Managers

IV. Procedure

Develop pricing and inventory strategy

Set the basis for seasonal inventory adjustments for station

Incorporate well coordinated pricing and inventory strategy for revenue maximization

and optimum flight loads. Plan tactical and promotional fares for lean period

Proactively envision changing market demand and incorporate Stations inputs in the

overall RM strategy


Sabre Air Max Revenue Manager (online)

Sabre Air Max/Air Vision Flexible Reports (online)

Sabre Reservation System

Fare Rules

VI. Related Records


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Sabre Reservation / AirVision TT bulletin

4.1.2 SOP FOR INVENTORY MANAGEMENT

I. Purpose

To optimize flight revenue by adequate inventory allocation in different RBD‟s (Reservation Booking

Designators)

II. Scope

District Offices (Domestic/International)

Head office



Route Managers

Inventory / RM Analyst

IV. Procedure

Dynamically control flight through native entries, offering various levels of RBD/fares

based on a combination of flight revenues, inputs from stations, competition

market/flight trends.

Change default KSSAT values and manage authorization levels (RBD, s) on system

range i.e. 365 days till day of departure, when the flight is released from the

Reservation.

System to ACSI (Check-in System).

Manage Segment limit Sale (SLS) on multi-leg flights with short / long haul traffic on

system range.



Sabre AirMax / AirVision Flexible Reports (online)

VI. Related Records


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Sabre Reservation


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4.1.3 SOP FOR FINALIZATION OF COMPETITIVE FARES BASED ON MARKET REQUIREMENTS.

I. Purpose

To enable Domestic/International stations to offer competitive fares to passengers; and to counter

the competitive strategies of other carriers.

II. Scope

District Office (Domestic/International)

Head Office III. Key Responsibilities


Route Manager

Pricing/RM Analyst

IV. Procedure

Stations send competitive fares request/ proposal to their respective Route

Managers to counter the competition at their respective station.

Route Manager concerned evaluates the proposal based on seasonality, load factor

and existing competitive fares.

Market Fares selling and remarks sheets are prepared by concerned Route

Manager with approval of the DGM Revenue Optimization & GM Revenue

Management. However, the Route Manager is authorized to make changes in the

remarks sheet.

Route Manager concerned can approve a certain amount of group discount on

specific under-load flights.

Upon approval, the Route Manager concerned will inform convey the fares, group

requests & discount authorities to respective stations, and to Fare Filing team, who

will file the fares with ATPCO, & distribute to CRS/GDS & Multi Host.

V. Reference Document


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Sabre reservation

ATPCO (online) VI. Related Records

Stations fare proposal

Approval’s file.

Intimation emails to the Stations.

Market Fares selling sheets

Advance flight loads.


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4..1. 4 SOP FOR OUTBOUND /INBOUND GROUP MOVEMENT

I. Purpose

To capture optimum share of tourist/group market for outbound/inbound group travel movements

II. Scope

Head Office

District Managers (Domestic / International)



Route Manager

Pricing/ RM Analyst IV. Procedure

Route manager & RM analyst get the group-handling request from

domestic/international district offices and sort out basic information about the group

RM Analyst checks for the flight status for the desired traveling dates and

confirmation of the seats.

Route manager processes the requests for group discounts and sends it for the top

management‟s approval.

Route manager informs District Manager about seat confirmation which in turn is

communicated to the traveling group members/leader.

V. Reference Document

SABRE VI. Related Records

Minute Email authority to stations


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4.1.5 SOP FOR FARE FILING

I. Purpose

To timely disseminate fares across the network.

II. Scope

District Offices (Domestic/International) III. Key Responsibilities


Route Managers.

Fare Filing Manager

Fare filing/RM Analyst IV. Procedure

Concerned Route Manager is responsible for approving fares & fare rules for their region. Filing Team files Fares / Rules with ATPCO for onward distribution to CRS/GDS

Fares are filed through Air Price software, which is a Sabre Product. Direct filing with ATPCO has also been possible after relevant trainings of the Fare Filing staff on Fare Manager (ATPCO) modules.

Air Price distributes fares to ATPCO database, where Fare Filing team after checking their login and validity, validates them and distributes them onward to the designated CRS / GDS.

Rules governing the fares are emailed to ATPCO separately for onward distribution to CRS/GDS. Rules are also directly filed with ATPCO.

Approved fares are advised to stations via email by respective Route Managers/Pricing Analysts Approved fare sheets are also copied to the PIA Call Center and the IT Department for further dissemination of fares to customers.

Till the filing of fares into the System, Stations disseminate fares information to all selling outlets through circulars / volumes as interim arrangements, with instruction of Phase-IV/Manual mask pricing.


ATPCO Fare Manager training manuals ATPCO Fare Manager Applications (online)

VI. Related Documents


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ATPCO

CRS/GDS

4.1.6 SOP FOR MONITORING

I. PURPOSE

To constantly monitor and improve upon RM strategy and ensure effective implementation

II. Scope

District Offices (Domestic / International)




Route Manager

Fare Filing Manager

IV. Procedure

Ensure monthly review meetings take place, and respective Route

Managers with teams of inventory and pricing analyst review flight

performance.

Ensure flights are analyzed and reviewed for RBD discount allocations

Ensure timely filling of fares by the fare filling team for all regions.

Coordination between Inventory Control & Operations Dept. to review flight

firming to weed out unproductive inventory & confirmation of groups.

Coordination with district offices for feed back regarding changing market

scenarios and competitor activity.



Sabre AirMax/AirVision Flexible Reports (online)

Sabre Reservation System


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VI. Related Records

Sabre Reservation system (online) Load factor Analysis report Report.piac.com.pk

4.1.7 SOP FOR PERFORMANCE

I. Purpose

To review pricing and RBD discount allocation levels for last year and set strategic guideline for next

year to assist station to achieve signed targets.

II. Scope

Head Office

District Managers (Domestic / International) III. Key Responsibilities



Route Manager

Fare Filing Manager

IV. Procedure

Review weekly/monthly loads (Seat Factor %), % RBD’s average selling, station

feedback and competitors fare trends.

Review fare revision in a given quarter, and overall sector yield

Review route wise performance of managers and teams



Sabre AirMax/ AirVision Flexible Reports (online)

Related Records

Citrix.piac.com.pk (profit/loss summary)

Dss.flypia.aero (seat factor)

Report.piac.com.pk (post flight/advance loads)


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PART 5: INVENTORY CONTROL & OPERATIONS


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CHAPTER 1 INVENTORY CONTROL

5.1.1 SOP INVENTORY CONTROL

I. Purpose

A- INVENTORY CONTROL FUNCTIONS

To optimize revenue by dynamic management of Authorization Levels, Segment Limit Sale values and over bookings

profiles of R.M flights that have undergone Incidental Changes in the schedule and Non R.M. flights.

B- SEAT CONFIRMATION

To facilitate and support PIA Offices on the network in giving seat confirmation in the highest RBDs to sustain loads,

especially after flight checks, and to passengers facing emergencies and or affected by changes in schedule etc.

Manage waitlist clearance and overbook flights within approved parameters /profiles.

II. Scope


Flight Operations,

Situation Room

System Standard Support

Sales & Selling outlets


G.M. Inventory Control

Manager Inventory Control

Manager Operations

Manager Hajj & Umrah

Shift Duty Managers

In Charge City/Assistant Manager

IV. .Procedure

Dynamically control flight through native entries, to keep inventory parameters optimal at all times based on inputs

from Pricing and Inventory Management Section, PK Stations, market competition / flight trends etc.

Manage waitlist clearance in higher RBDs to sustain loads at all times, confirm seats selectively from waitlist, within 12

hours of departure when auto-confirmation through the system gets inhibited.

Ensure flight is firmed and released within approved parameters.

Monitor and evaluate post flight reports to plan / manage future flights. Take corrective action to further reduce No-shows

and improve seat factor.



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Sabre Restricted Entry Manual (REM)

Sabre Inventory Manual

PIA FOCUS (F*PIA)

PIA STAR (N*INDEX)

VI. Related Records

Flight History

PNR & PNR History

Post Flight Reports


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CHAPTER 2 - INCIDENTAL CHANGES

5.2.1 SOP FOR INCIDENTAL CHANGES

Changes of an incidental nature in PIA‟s published schedule are known as incidental changes.

I. Purpose

Incidental Alterations to the Main Flight Schedule, handles unexpected situations which occur due operational requirements. These immediate changes to the Main Summer/Winter Schedule are done in the following modes:

1. Immediate Mode

(Information to passengers not required)

a. Equipment Change (if no change in classes)

b. SLS c. Meals d. Facts

e. Traffic Restrictions

2. Delayed Mode

(Passenger re-accommodation notification is required).

a. Time Change

b. Add Leg

c. Cancel Leg

d. Flight Cancel e. Equipment Change (with change in classes)

f. Create Extra / Replacing Sections

II.

Scope

Inventory Control & Operations (CRC) Flight Operations & Situation room System Standards & Support Passenger Handling Services Field Service Station Heads Airport Service Counters Civil Aviation Authority


DGM Inventory Control & Operations (CRC) Manager Inventory Control & Operations (CRC) City Supervisors (CRC)

Incidental Changes Desk at CRC



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IV. .Procedure

E-mails are received at KHIRRPK from KHIOVPK & KHIOCPK regarding nature of change required.

Incidental Changes Desk at CRC continuously monitors the emails and takes action immediately after receiving the message, in order to keep the airline operations smooth and avoid mishandling of passengers.

Immediate Mode:

International flights that are within 06 hours of departure, and domestic flights that are within 04 hours of

departure - are done through immediate mode.

1. IA Card (Incidental Alterations Card) is prepared, which contains all the details of concerned flight

including action required.

2. FLIFO is entered.

3. Facts are entered.

4. Alternate Flights (re-accommodation) provided as required

5. Message sent to KHIRCPK and all concerned stations to take appropriate action and to avoid any mishandling of the passengers or complaints.

Delayed Mode:

The international flights that are beyond 06 hours of departure and domestic flights that are beyond 04 hours of

departure - are done through delayed mode.

a. IA Card (Incidental Alterations Card) is prepared, which contains all the details of concerned

flight including action required, checked and then actioned.

b. Demand Schedule Change entries are done through the system. c. Necessary modifications are made in the system to apply

the required changes. d. Validation is RUN to reflect the change permanently in the

system.

e. WK/SC for Host Booked PNRs and UN/KK for TTY PNRs indications appear in the PNR on

worldwide network.

f. Messages are sent to KHIRCPK (PIA Call Centre) and all concerned for their information and necessary actions. g. In case of cancellation of a flight or Equipment Change (COE) to a reduced configuration, Authorization Level and

SLS is adjusted (restricted) before Demand Schedule action is taken.

DGM Inventory Operations, Manager Inventory Control & Operations and City Supervisors monitor the

Incidental Changes and adjust the flights and re-accommodate passengers accordingly to ensure smooth

operations and minimal passenger displacement.


Sabre Restricted Entry Manual Sabre FMH Manual

PIA Focus (SOPS and Circulars)

Managements Directives

V. VI.Related Records

E-mails messages from KHIOCPK, KHIOVPK SITA Telex messages

http://iacard.piac.com.pk/


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I.A. CARD (Incidental Alteration Card)

Incidental Tracking Website (http://cargo.piac.com.pk:8087/iacard)


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CHAPTER 3 FLIGHT-FIRMING

5.3.1 SOP FOR FLIGHT FIRMING FOR DOMESTIC & INTERNATIONAL FLIGHTS.

I. Purpose

Flight Firming is an internal procedure where by an Airline undertakes verification of its reservations records for:

a) Optimum utilization of seats allocated by Pricing & Inventory Management and sold through various distribution channels.

b) Improving the quality of PNRs for facilitating passenger travel/service.

Flight Firming is carried out as ongoing regular exercise to:

Reduce No-Shows Release seats for resale

Improve utilization of space/revenue (RPK seat factor)

Improve passenger service

II.Scope

ICO & Pricing and Inventory Management Section Sales Offices PIA Reservations & Ticketing Offices/PIA Call Centre

Travel Agents


D.G.M Inventory Control & Operations Manager Inventory Control Manager Operations

Shift Duty Managers

Assistant Manager/Supervisor/Analyst/Reservations & Ticketing Officers/Assistants

IV.Procedure 5.3.2 Pricing and Inventory Management

Section shall be responsible for evaluating and manually setting/adjusting inventory levels through Sabre Native entries both during advance and current period.

5.3.3 Inventory Control & Operations Shall manage and adjust Authorization Levels and Segment Limit Sales on flights that undergo Incidental Changes only, and shall be responsible for confirming seats for individuals & groups in the highest RBDs


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i.e. C, P & Y.

5.3.4 Authorization and SLS values of Non RM Flights /Code Share shall be managed by Inventory Control and Operations.

5.3.5 CONDITIONS OF INCIDENTAL CHANGES IN SCHEDULE

Change of Equipment. Change of Configuration

Combined Operation of Two Flights

Rerouting: Over fly /Add Leg/Cancel Leg/Insert Leg Flight Cancellation/Replacing Section

Creation of Extra Sections

Payload Restriction on Individual Flights 5.3.6. SETTING & ADJUSTMENTS OF INVENTORY PARAMETERS Authorization Levels Segment Limit Sale VMWL VMIW Giving priority to genuine requests (JL)

Cancellation/Confirming of Passengers:

VCR Synchronization

Time Limit / Onward Confirmation

Duplicate Check Group Booking Confirmation from Waitlist

Overbooking action (under approved conditions) Special Reservation follow up

Special Services request & follow up


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5.3.7 SOP STANDARD PERIOD OF FLIGHT CHECK

Flight Check is conducted at two periods before flight departure keeping in view the available flight loads /seasonality, trend of flight/ region and the specified Time Limit Parameters. The intervals maybe adjusted according to the defined Lean/Peak/Shoulder periods during Advance and Current period by the Analyst in consultation with the Station and Route Manager.

a) ADVANCE CHECK FOR INTERNATIONAL FLIGHTS

1. 28 Days before Flight Departure

2. 21 Days before Flight Departure

3. 11 Days before Flight Departure 4. 07 Days before Flight Departure b) CURRENT CHECK FOR INTERNATIONAL FLIGHTS

1. 72 Hours before Flight Departure


3. 24 Hours before Flight Departure 4. 12 Hours to 04 hours flight prior departure (or boarding on) 5.3.8 ADVANCE CHECK- PEAK SEASON DOMESTIC FLIGHTS

Eid Flights / Special Events Movement

1. 30 Days before Flight Departure 2. Monitoring at intervals according to requirement until Current Flight Check

5.3.9 CURRENT CHECK FOR DOMESTIC FLIGHTS



3. 24 Hours before Flight Departure 4. 12 Hours to 04 hours flight prior departure or boarding on 5.3.10 CHECK TABLE

A flight Check Table has been fed in the system that must be referred to by the Reservations Ticketing

Officers/Analyst to determine the flight numbers/day on which each flight needs to be firmed and/or as

advised by the in charge of the respective city. The Flight Check Table has been built city-wise according

to different regions and is updated by procedures Bureau after every Major Schedule Change.

This table can be displayed in the STAR N*INDEX


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Inventory Controllers shall carry out light Firming on:

DOMESTIC Flights

OUTBOUND International Flights from Pakistan

Over view of INBOUND International Flights to Pakistan

Adjustments of Inventory Parameters i.e. Authorization and Segment Limit Sales during specified periods.

Reviewing and Monitoring of Flight Check being carried out by PIA Stations.

PIA Call Centre carries out a 7 day check on International Flights ex-Pakistan

according to load percentage.

FOR UPDATES REFER:

F*FMH F*REM F*PIA N*INDEX

Read the SINE IN Message on the screen when you log in for important news and notification.

5.3.11 INVENTORY TOOLS FOR FLIGHT CHECK

1. VIE 2. VIL 3. VIS

4. VIH

5. VIF 6. FLIFO check to verify change in flight times and route

7. Reconciliation Checks

8. Special Function Name lists i.e. LD, LW, LO, LI etc.

9. Validity check of Manual /E ticket (VCR SYNCH)

10. Fictitious Ticket Number checks from assigned Queue

5.3.12 FLIGHT RELATED CHECK TO VERIFY

a. Equipment

b. Actual Capacity

c. Authorization Level d. Segment Limit Sale Value e. Flight Route f. Waitlist count with indicators

g. Facts

h. FLIFO

i. Reconcile Flight for fixing flight discrepancy

5.3.13 PNR QUALITY CHECK: MANDATORY ELEMENTS OF A PNR


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To ensure that the PNR has been created according to the prescribed format and its contents i.e. each element in the PNR is accurately recorded.

Mandatory Fields of a Host booked PNR must be present; if not a follow up action must be taken. The required Optional Elements must be scrutinized for accuracy.


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VCR

CHECK

Host Booked PNR(s)

TTY PNR(s)

1. Name Field 1. Name

2. Segment 2. Segment

3. Phone Field (Passenger contact) 3. Ticket

4. Ticket 4. Time Limit (in OSI)

5. Time Limit Field 5. Host Facts Field

6. Received Field 6. Received

7. Remarks 7. Record Locater

8. Host Fact Field

9. General Fact Field 10.Award Plus (Frequent Flyer

Field)

Important Note:

1) With the introduction of E-Ticketing “VCR” Synchronization has become mandatory during Flight

Firming.

2) For details on auto management of TIME LIMIT refer notes on Revenue Integrity Management (RIM).

Mandatory Fields

Prefix

1. Name Field -

2. Segment 0

3. Phone Field (Passenger contact) 9

4. Ticket or Time Limit Field 7 / 8

5. Received Field 6

Optional Fields

6. Remarks 5 / 5H

7. Host Fact Field 4

8. General Fact Field 3


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FOR UPDATES REFER:

F*PIA F*FMH F*REM F*INDEX

5.3.14 PNR CHECK FROM LD

1. Name

2. Segment

3. Duplicate Check 4. Confirmation from waitlist

5. Inbound / Arrival Flight Status

6. Outbound / Onward confirmation 7. Passenger Contact

8. Ticket Numbers/E-ticket/VCR synch

9. Time Limit 10. Group Booking

11. APIS

12. Schedule Change 13. Special Reservations

14. Special Services

15. Old Bookings NAME FIELD - Dash

Host Booked PNRs

Name update of Group booking respective city QP/XXX51/15 (Low RBD)

Name update of Group booking respective city QP/XXX52/15 (High RBD)

Name/APIS format correction QP/XXX41/200

Special Reservations QP/XXX100/37

Send follow up Message in Remarks 5H / 4OSI / SSR and Q place on respective Queue of station / send an email on respective address

Note: XXX in above e.g. to be replaced by respective pseudo city code.

TTY PNRs

Duplicate Bookings

Duplicate /multiple bookings mean that when two or more reservations are made for the same passenger,

and it is evident that the passenger will not be able to use more than one.

A request to change a reservation which involves the holding of space on one flight pending

confirmation of an alternative reservation does not constitute a duplicate reservation.

Duplicate and multiple booking situations:


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a. Same flight /same date/different class of service/same PNR.

b. Same flight/same date /different class of service/different PNRs.

c. Same flight/different dates same

PNR.

d. Different flights in same PNR.

If duplicate bookings are found action taken will depend on the circumstances.

1. During the flight check if a PNR is found with passengers holding reservations in two different classes on

the same flight e.g. Y & C and it is determined from history that the two class of service were booked in a single transaction e.g.

PK 306 Y 20 APR KHI LHE

PK 306 C 20 APR KHI LHE

For Host Booked PNRS

Message must be inserted in Historical Remarks 5H

5H ADSP RUSH FNLZ CLASS OF TRAVEL

The PNR must be placed on the queue of the booking/phone city for follow up

TELETYPE PNR

Send ADSP message in 5QQ

5QQ SSR OTHS 1B FNLZ CLASS OF TRAVEL

5QQ SSR ADB PNR DUPE WITH GTBHYS

1. The booking must be finalized according to advice. In case no response is received, the first segment shall

be treated as passengers preferred class of travel and retained. The next segment in C class (regardless of the yield) shall be cancelled in the next flight check.

2. In case when the two flights are booked in same/different dates in two separate transactions, the most recent

should be retained and the rest must be cancelled without advice after verifying from history. In case of difference in class a verification message must be sent to booking source. In case of no response from Other Airlines and Travel Agent same may be coordinated through the PIA local office.

3. When more than one agency or office is involved, the respective PNRs will be verified with each agent /

office for cancellation of the duplicate booking.

Check list LD sort alphabetically and identify duplicate bookings / fictitious blockings. Take prints to the City Controller for action.

Arrival / Inbound Connection Host Booked PNRS

Ensure arrival flight is confirmed (check with local airline) Minimum Connecting Time.

For returning passengers check ACSI status in PNR i.e. whether passenger traveled or was no

show using G Entry.


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Ensure arrival passengers have been contacted for reconfirmation of their bookings according to

existing procedures in F*PIA If arrival connection flight is within 72 hours, do not cancel booking.

TTY PNRS

Ensure arrival flight is confirmed

Verify arrival details / time from other airline / GDS using 5QQ method

Minimum Connecting Time

Arrival passengers have reconfirmed their bookings if and when required, according to existing procedures

If not they should be cancelled with appropriate remarks in 5QQ

If arrival connection flight is within 72 hours, do not cancel

Onward / Outbound Connections

Check flight status of onward connections

Minimum Connecting Time

Use PBIF entry and LI / LO to check Inbound/Outbound Connections

Minimum Connecting Time Entries – MCT

T*CT-AIRPORT T*CT-AIRPORT-P VCT*

VCT*1/2

Ensure minimum connecting time intervals have been adhered to when interline connections are involved and misconnected passengers have been accommodated on appropriate flights Confirmed from Waitlist – KL in Host Booked PNRs

Advance Flight Check – send message for update of KL. Cancel in next flight check if not updated.

Current Flight Check - See time of KL action from history. If not updated to HK / RR cancel after a reasonable time lapse.

PASSENGER CONTACT – 9

Passenger personal contact at origin, intermediate and turn around point must be obtained from the

booking source to facilitate flight firming and customer service after office hours/ public holidays.

PNRs which do not include correct passenger contact are likely to be cancelled during flight check.

A message must be sent to booking source to obtain and insert passenger telephone/cell number in the PNR, it is important for advising any changes in the flight schedule (delay, early departures, cancellation, rerouting etc.)

TICKET FIELD – 7

TYPES OF TICKETS

There are three types of Tickets in PK PNRs


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MANUAL TICKET TKNM AUTO TICKET OR PAPER TICKET TKNA E TICKET TKNE

MANUAL TICKETS

Manual Ticket is a multi copy carbonized ticket in which the required ticketing data is filled manually on the

IATA/Airline approved ticket format. After issuing a manual ticket, it is entered in the sales/accounting record

in the system.

AUTO TICKET

It is also a multi copy carbonized ticket designed for use in various printing devices/machines for which data may be computer- generated but may not be issued manually i.e. neither hand-written nor type-written.

E-TICKET

E-Ticket is the type of ticket which does not require the issuance of paper value document. In spite of that it is a soft copy of ticket issued electronically by virtue of paper coupons. A historical record of all actions occurred are maintained on the e-ticket file.

VCR (VIRTUAL COUPON RECORD) ENTRIES

*VI (VIRTUAL ITINERARY) DISPLAY Displays Segments-VCR Association and VCR Status

VCR COUPON DATA

ABDUL/GHANI MR

SEG 1 2142121634384 C01 12SEP Y ISBLHE OK

SEG 2 2142121634384 C02 12SEP H LHEJED OK

SEG 3 2142121634384 C03 30SEP H JEDKHI OK

SEG 4 2142121634384 C04 01OCT Y KHIISB OK

*VCR (Display VIRTUAL COUPON RECORD)

1. TE 2142121634384 1.1 ABDUL/GHANI MR

2. TE 2142121634385 2.1 NOOR/ULHUDA MRS 3. TE 142121634386 3.1ABDUL/BASITMR

*VCR1 (Display Virtual Coupon Record No.1)


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*VCR2 (Displays coupon Record of Pax Two)

VCR*H (Display VCR History)

This entry displays the VCR History where you can check Historical Record of the E Ticket

VCR*CALL (Display Coupon Details)

VCR*C1 (Displays

Selected Coupon Details) FOR

DETAILS REF:

F*FMH/VCR/STATUS/CODES

VOID TICKETS IN A PNR

E.G TV 2142106769499 *VOID* ISB43BM 1302/05SEP REVALIDATION & REASSOCIATION:

When there is a modification in a PNR like FLT-change & Date-change, then that PNR has to be Revalidated/Associated. The association of PNR with the VCR is mandatory in e-ticketing. If PNR & VCR is not associated then there are chances that the PAX may be off-loaded.

CLAIMED PNR

Claimed PNRs are those PNRs created by Call Centre and later on claimed by travel agents for ticketing.

Important:

A PNR created by Call Centre and claimed by travel agents must have a time limit in the PNR. A ticketed

PNR can not be CLAIMED by agents for ticketing.

VCR SYNCHRONIZATION WITH SEGMENT IN A PNR:

Association, Disassociation & Revalidation of PNR & VCR is synchronization.

ASSOCIATED PNR/VCR

Associated PNRs are those PNRs in which Segment and VCR is Associated with each other i.e. the segment in the PNR and VCR is same.

DISASSOCIATED PNR

After issuance of ETICKET, if any change occurs in FLIGHT, CLASS, DATE in a PNR, then VCR is DIS-ASSOCIATED. It means VCR data is not matching with the Reservation Data, Association of PNR is Mandatory


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Host Booked PNRS Auto ticket

Ticketing of Host PNR (PK Offices):

In case of auto ticketing, first line in ticketing field will begin with T- and will show ticketing date and the

ticketing agent. Second line will begin with TK and will show ticket number, ticketing date and the ticketing

agent.

1. T-11FEB-SDT43SC 2. TK 2142402320730 ABDUR/R SDT43SJ 1253/31JAN 3. TK 2142402365302 ABDUR/R SDT43SC 1102/11FEB

Manual Ticket

Insertion and/or transmission of tickets manually is allowed only when ticket stock has been approved and

placed with PIA Office /GSA and or at times there is another Airline segment with whom PIA has no

Interline-e-ticket. Verify In case of no ticket number it must be obtained by sending messages in 5H in case

of Host-Booked PNR and Queue places on respective creating city.

5H ADTK BY 10APR03 OR BKG WILL BE XLD QP/XXX01/PIC CODE Manual Ticket insertion in a TTY PNR by Agent

The first line in ticketing field begins with T and has date of issue of ticket which cannot be changed

by agent. Second line begins with TK- and comprise of ticket number. SSR TKNM is also

appended in the PK Facts field.

Send a verification message in the PNR asking for a valid reason for entering a manual ticket.

TTY PNR

Auto-Ticketing of TTY (Agent’s PNR) by Agent / PIA Office


by agent. Second line begins with TK- and comprises of ticket number.

SSR TKNA is also appended in the PK Facts field (4SSR)

PNR must contain an auto-ticket number and a PK Facts SSR TKNA field. If not, the selling office

must be contacted for correction of the ticket number.

After follow up, if the correct number is not inserted, the PNR must be cancelled in the next flight check with remarks:

5QQ SSROTHS 1B XLD DUE FICT TKT NBR Example:

1.1ABDUR/REHMAN KHAN MR 2.1 ABDUR/REHMAN KHAN MRS 3.1IMRAN/MRS 1 PK 300T 07MAR T KHIISB RR3 0700 0855 /E

4KHI/OUT0711 OFF0721 *2034

2ISB/IN0900 *2224

TKT/TIME LIMIT 1. T-06MAR

2. TK 2142423493719 ABDUR/R SYSSYS 1224/06MAR

3. TK 2142423493720 ABDUR/R SYSSYS 1224/06MAR


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4. TK 2142423493721 IMRAN/M SYSSYS 1224/06MAR

TICKETING DATA EXISTS - *T TO DISPLAY

PK FACTS

1. OSI PK 1INF 1HAMMAD/INF 11MTHS

2. OSI PK CTCP KHI 0333 3003366 3. SSR TKNA PK HK1 KHIISB0300T07MAR/21424234937193

4. SSR TKNA PK HK1 KHIISB0300T07MAR/21424234937204

5. SSR TKNA PK HK1 KHIISB0300T07MAR/21424234937215

Manual Ticket insertion in a TTY PNR by Agent


by agent.

Second line begins with TK- and comprise of ticket number.

SSR TKNM is also appended in the PK Facts field.

Send a message in the PNR asking for a valid reason for entering a manual ticket. After follow up if the correct number is not inserted, the PNR must be cancelled in the next flight check with remarks:

QQ SSROTHS 1B XLD DUE FICT TKT NBR

Example:

1.1AHMED/ATIQ MR 1 PK 300T 07MAR T KHIISB RR1 0700 0855 BPI /E 1. T-06MAR

2. TK 2142423326161 AHMED/A SYSSYS 0333/06MAR

PK FACTS

3. SSR TKNM PK HK1 KHIISB0300T07MAR.21424233261614

Manual Ticket insertion in a TTY PNR by a PIA Office

Manual ticket inserted by PIA Staff will be seen in PK facts as SSR TKNM:

PK FACTS

1. OSI PK CTCP KHI0800 1119 2. SSR TKNM PK 745K22APR/2144401234568 NN1

PK staffs who has added the ticket will be available in the history of PNR:

HISTORY

A4S SSR TKNM PK 745K22APR/2144401234568 NN1-AZEEM/BURHAN MR A7 T -2144401234568

R- T E S T /TKT MANUAL

Ticket added by PK Office LON LON4YSM 2238/14FEB06


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Non Automated Offices may issue manual tickets if permitted by PIA.

PIA Manual Tickets always begin with 214 - 410 / 420 / 440. It is important to verify this. Important Notes:

If TKNM is followed by another ticketing entry i.e. TKNA with new ticket number, the PNR must

not be cancelled to prevent mishandling of passengers.

In case an automated agent/office is honoring a manually issued holding ticket, the details of the

issuing office must be recorded in the historical remarks.

List of Automated and Non Automated Offices / Travel Agents must be referred to while taking

above action.

For PNRs on Time Limit, Ticket number should be obtained by sending messages in the following format:

5QQ SSROTHS1B ADTK BY 10APR03 OR BKG WILL BE XLD

Message may be sent to PK board point station to follow up with the local Airline Office.

E-TICKETING

Flight Check and VCR

1. To identify the ticket field of a PNR for verification of a VCR, display the VCR data using Sabre entry:

*VCR

2. The VCR data must reflect identical ticket numbers visible in Line Number 2 of the ticket field i.e.:

2. TE 2142102337148 FATIM/A KHB43MX 1151/04FEB

Determine the association of VCR with the segment in the PNR by displaying the VCR data by*VI entry The segment in the PNR and VCR must be identical, if not must be updated.

Response:

SEG 1 2142102337148 C01 07FEB T KHILHE OK

To ascertain the association or disassociation of a VCR/PNR.

3. If a PNR is disassociated from the VCR after a *VI entry

Response: SEG** 2142102337148 C01 07FEB T KHILHE OK

Then the flight check agent is required to take necessary action for its re-association to ensure smooth c h e c k in at the time of flight departure.

4. In case of Involuntary Re-routing affecting a VCR, the flight check agent shall ensure that the VCR remains

associated with the PNR by making *VI to avoid mishandling during check in at the airport.


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5. Flight check agent shall ensure that all VCR affected by Schedule Change remains associated with a PNR

by displaying the passenger list of electronic ticketed PNRs (LDE300/20FEBKHI) to view and correct VCR

data by making entry *VCR and *VI.

6. The VCR shall result in disassociation whenever a name is corrected in a PNR. Flight check agent must that the PNR remains associated with VCR by displaying the VCR data *VCR and *VI to avoid mishandling at the time of check in.

Note:

According to the present procedure, name correction is not allowed in E-Ticketed PNRs.

TIME LIMIT – 8 REFER RIM – TIMELIMIT DETAILS IN PIA FOCUS

Time limits parameters are now being auto generated and enforced by RIM, Sabre Sonic robotic software,

these must be verified during flight check and in case of error same must be reported to System Standards

& Support.

Host Booked PNRS

Bookings on time limit are Auto cancelled by RIM, according to the parameters specified by PIA

and time limit is generated in 5H field.

A booking found with an expired Time Limit must be cancelled with historical remarks 5H XLD

DUE TLT EXPIRED / Received 6 XTL

TTY PNRS

Bookings on time limits are auto cancelled by RIM and time limit assigned by Rim is generated

in the SSR field of the PNR.

Reason for cancellation should be entered in the 5QQ and sent to the booking source. In case of error please contact System Standards & Support and after verification send corrected time limit in message to Travel Agent through 5QQ.

Only PK segments should be cancelled.

Other airline segments should be removed from the face of the PNR using XK entry, so that no

cancellation message is generated to that airline / GDS and segment is stored in the history of

the PNR.

The booking GDS/airline will take care of the OA segment

SCHEDULE CHANGE ADVICE

Ensure that the change has been conveyed to all concerned and the PNR has been updated with

appropriate codes.

Host Booked PNR

Segment with Action Code WK has been cancelled

Segment with Action Code SC has been changed to HK after passenger has been advised

Queue place and follow up for update.

TTY PNR


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Schedule change message is sent and placed in the queue of the respective GDS, automatically and

the code is changed to HK

Send a reminder in 5QQ to prompt the Agent to reconfirm booking if required Queue place and follow

up for update.

PRE RESERVED SEATS and ADVANCE BOARDING PASS-LS

List of pre-reserved seats is checked to ensure that in case of an equipment change the

passenger holding city check in boarding pass has been accommodated on his original seat.

If not the PNR must be placed on queue 15 of respective city for advice to passenger. Follow up in 72

hour check.

RECEIVED FIELD - 6

The Host booked PNR must contain the name of person making the booking. Abbreviations must not be used.

SPECIAL SERVICES REQUESTS – SSR OTHER SERVICES INFORMATION - OSI

3-4SSR field of TTY PNRs is reflected in the PNL of OA & PK respectively.

3-44SSR / 3OSI field of Host Booked PNRs is reflected in the PNL of OA & PK respectively.

MANUAL TICKET INSERTION IN A TTY PNR BY AGENT


by agent. Second line begins with TK- and comprise of ticket number.

SSR TKNM is also appended in the PK Facts field. Send a message in the PNR asking for a valid reason for entering a manual ticket.

Passengers with special service request must be checked to ensure that the required

information has been provided in the appropriate field. Send follow up messages to selling

office for details.

PFX 300/6MARKHI

Removal of all irrelevant Remarks, Host facts and GFAX fields especially those related to flown segments. 5.3.15 SPECIAL RESERVATIONS

Stretcher Case

Unaccompanied

Minors Extra Oxygen Requirement

Miscellaneous Special Requests

Special Reservations PNRs that are Queue-placed on Q-100 of respective city for follow up must be handled carefully. Print out of PNR should be given to the in-charge Special Reservation Desk who coordinates and confirms these bookings after arrangements have been finalized.


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5.3.16 GROUP PNRS

GROUP BOOKINGS IN LOWER RBDS

In charge of each city shall be responsible for Group confirmation in lower RBDs, approved and sent by

Pricing & Inventory Management on the e-mail with PNR being placed on Q-51 of respective city, with the

approval and MRU after travel. Follow up PNRs shall be handled in Q-51 of respective city.

GROUP BOOKINGS IN HIGHER RBDs:

In charge of each city shall be responsible for Group confirmation in higher RBDs, subject to availability,

when request is received from Sales through email and or PNR placement in Q-52 of respective city.

Follow up PNRs shall be handled in Q-52. FOLLOW UP:

1. Names have been received and updated

2. Groups are reconfirmed and ticketed 3. Multi-segment PNRs have been confirmed in coordination with respective City in-charge

4. The Origin and destination in a segment shall determine the city of control e.g KTM-KHI-LHE will be

dealt by city ZQT and or UET-KHI-YYZ shall be handled by city ZQP in close coordination with the in-

charge of Domestic city.

5.3.17 INVENTORY DISCREPANCY

OST IMMEDIATE Please advise discrepancy to City Supervisor for action

Flight maybe reconciled if discrepancy is within threshold discrepancy exceeding the threshold MUST BE IMMEDIATELY notified to procedure Bureau for investigation and reconciliation

KK300 / 20APR

KK300 / 20APR / ADJ

Discrepancy Threshold Level for CRC


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5.3.18 QUICK REFERENCE

PSEUDO CITIES IN CRC

PSEUDO CITY

REGION


ZQY UK

ZQT FAR EAST

ZQR SAUDI ARABIA

CQO GULF

ZQV/ZQS PAKISTAN (DOMESTIC)

HEU NORTHERN AREA

GROUP BOOKINGS FOLLOW UP Q51-Q52 FOR EACH CITY

SELECTED INVENTORY DISPLAY ENTRIES

VIE300/10JANALL Display all legs of flight VIE711/10JANISB Display all legs of flight with BRD city VIE787/11JUNALL* Display large party count all legs of flight VIE787/11JUNALL*@ Display positive space/non-revenue count for all legs of flight VIL300/10JANALL Display all board points of flight VIL711/10JANISB Display specific leg only VIL787/11JUNALL* Display large party count VIL787/11JUNALL*@ Display positive space non-revenue count VILI1 Display from line 1 of CPA VILI1/2 Display from line I and 2 of CPA VIS300/10JANALL Display all legs of flight VIS711/10JANISB Display all legs of flight with board city VIS787/11JUNALL* Display large party count all legs of flight

VIS787/11JUNALL*@ Display positive space non-revenue count

INVENTORY HISTORY DISPLAY

VIH123/25MAY Display Flight History

VIH411/02JAN*K Display „K‟ class History VIH737/30JAN*AU Display all authorization Modifications

INVENTORY FACTS DISPLAY


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VIFPK300/10FEB

FLIGHT INFORMATION (FLIFO)

2300/12FEB FLIGHT INFORMATION/ROUTE/ ARRIVAL /DEPARTURE/DELAY

SELECTED NAME LISTS

LD COMPLETE NAME LIST

LW WAITLIST

LP LARGE PARTY LIST

LR RECONFIRMATION EQUIRED

LI INBOUND LIST

LO OUTBOUND LIST

LS PRE RESERVED SEATS LIST LK CONFIRMED FROM WAITLIST (KL) LX CANCELLED PASSENGERS

LH POSITIVE SPACE AND JUMP SEAT

LC CREW LOCKING

LB LAST BOOKED

LT (Q Place only) TTY/OTHER AIRLINES PNR LIST

PFX SPECIAL SERVICES REQUIRED PUN UNTICKETED / NON DATA

PNRS / TIME

LlMIT PBIF BOARD POINT INFO / INBOUND - OUTBOUND CONNECTIONS

Selective Name List Display after Basic List Entry

L1* DISPLAY FIRST NAME FROM LIST

L*R DISPLAY NAMES

BEGINNING WITH R L*KH DISPLAY NAMES

BEGINNING WITH KH L*KHAN DISPLAY NAMES

BEGINNING WITH KHAN

(For complete display: F*FMH/NAME LIST)

SELECTED PIC CODES

0 CONFIRM TO PASSENGER 1 CONFIRM TO PASSENGER

2 UTR OR LMTC

5 ADVISE FLIGHT INFORMATION 6 ADVISE SCHEDULE CHANGE

7 TICKETING ARRANGEMENT

8 TIME LIMIT EXPIRED 9 FIRM

11 SEE REMARKS

12 CONFIRM FROM WAITLIST 13 2ND REQUESTS FOR REPLY


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16 SEE FACTS

18 SPECIAL MEAL 27 FLIGHT CANCELLED

32 DUPLICATE SEGMENT IN ITINERARY

86 REBOOK PRE-RESERVED SEAT 120 SEE PNR HISTORY

183 FREQUENT TRAVELLER

200 APIS

(For complete display: QI*SYS)

HISTORICAL REMARKS EXAMPLES FOR HOST BOOKED PNRS

5H ATTN KQC RUSH RR IF DEF/CRC 12FEB 5H ATTN LHE ADV KL AND UPDATE PNR/CRC 12FEB

5H KHB ADV UM DTLS

5H HDD ADTK BY 1200/10FEB OR WL XX BKG/CRC 12FEB

SOME SSR MESSAGE EXAMPLES for TTY PNRS

5QQ SSROTHS 1B NO ALTN AVBL 5QQ SSROTHS 1B NN TIMES TO PROVIDE ALT 5QQ SSROTHS 1S ADSP HOLD ONE SEG/CRC 12FEB

5QQ SSROTHS 1B ADV PSPT DTLS/CRC 12FEB

5QQ SSROTHS 1G ADV PSPT IN APIS FORMAT/CRC 10JAN 5QQ SSROTHS 1B ADTK BY 1200/10FEB OR WL XX BKG/CRC 12FEB

5QQ SSROTHS JL ADV UM DTLS

5QQ SSROTHS 1B RUSH RR IF DEF/CRC 12FEB 5QQ SSROTHS 1B CHK DUPE WITH HFRTUY/CRC 12FEB FLIGHT CHECK Quick Reference

ADVANCE FLIGHT CHECK

28 DAYS CHECK VIE FACTS Time Limit

Un-Ticketed PNRs Passport / Visa Details Special Reservations Dupe Check ADSP APIS/AQQ

Inactive Waitlist Send Messages for any follow up required (in appropriate AIRIMP format)

21 DAYS CHECK

VIE FACTS Time Limit Parameters

Un-Ticketed PNRs

Passport Visa Details Dupe Check

ADSP APIS/AQQ

Special Reservations

Inactive Waitlist

14 DAYS CHECK

VIE FACTS


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Time Limit Parameters Un-Ticketed PNRs Passport Visa Details Dupe Check ADSP APIS/AQQ


Inactive Waitlist

Send Messages for any follow up required (in appropriate AIRIMP format)

07 DAYS CHECK VIE FACTS LW

LD

Arrival / Onward Flight Status

Time Limit Parameters Un-Ticketed PNRS Passport Visa Details Dupe Check - ADSP APIS/AQQ


Reconcile Inventory

Send Messages for any follow up required (In appropriate AIRIMP format)

CURRENT FLIGHT CHECK

72 HOURS CHECK VIE FACTS LW

LD

Arrival / Onward Flight StatusTime Limit Parameters Un-Ticketed PNRs Passport Visa Details APIS/AQQ


Reconcile Inventory

Send Messages for: Non Reconfirmed PNRs to KQC/ PK Stations

Time-Limit / Un-ticketed PNRs

Passport / Visa details missing

PIS/AQQ

Check Stretcher / UM / Special Handling Cases

Dupe Check – ADSP

Arrival / Onward HL or DS 48 HOURS CHECK

FACTS LWLD

Arrival / Onward Flight StatusTime Limit Parameters

Un-Ticketed PNRs Passport Visa Details APIS/AQQ

Special Reservations – Finalize

Reconcile Inventory

Dupe Check – ADSP

Cancel:

Time-Limit / Un-ticketed PNRs

Passport APIS/AQQ / VISA details missing

Arrival HL or DS Non synchronized VCR

24 – 12 HOURS CHECK VIE FACTS LWLDArrival / Onward HL or DS Time Limit Parameter un -Ticketed PNRs Dupe Check - ADSP Passport Visa Details APIS/AQQ


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Special Reservations – Final Message sent

Reconcile Inventory Cancel: Time-Limit / Un-ticketed PNRs Passport / APIS/AQQ / VISA missing Arrival HL or DS Non

synchronized VCR

5.3.19 SUMMARY OF IMPORTANT INFORMATION:

All internal records are accurate and complete according to prescribed formats and the levels and values are as specified. Equipment/Actual capacity, Authorization level, Segment limits sale value. Name/Ticket Format, APIS, passenger contact, Special Services Request, Special Reservations etc.

Mandatory fields are present in the host booked PNRs.

Special care must be given to Group bookings to ensure that their travel is definite, names have been received and the group has been ticketed. It must also be ensured that high yield groups are being accommodated.

The AU of flights with definite groups booked on them must be very carefully monitored, keeping in consideration the number in the group. The supervisor/ D.G.M Inventory Control & Operation must be kept informed. Flight monitoring within 12 hours is most important as the auto waitlist clearance is automatically inhibited in

the system (specified in PIA‟s Data Collector). Confirmation of waitlist passengers becomes manual and

selective within 12 hours subject to availability of seats and is given in the highest RBD.

The 12 Hour check must be supported with simultaneous prompt queue clearance by the Queue clearance desk at Pk Offices, Call Centre and Travel Agents to ensure ticketing and materialization of travel.

Follow up messages for flight firming must be sent in the PNR by Inventory Control, to the Supervisor/Ticket

Office Manager of concerned station.

Follow up messages must also be sent to other airlines for confirmation verification of arrival passengers, to

verify arrival time, and obtain ticket numbers, in case of no response, assistance may be sought from PK

offices at board point to locally contact other the Airline Office.

SELECTED QUEUE PLACEMENT:

Name update of Group booking respective city QP/XXX51/15 (Low RBD)

Name update of Group booking respective city QP/XXX52/15 (High RBD)

Name/APIS format correction QP/XXX41/200

Special Reservations QP/XXX100/37

The Assistant Manager / in-charge city deputes Reservations Ticketing Officers/Analyst to carry out

flight firming and verifies details given below. Update the status of PNR Duplicate PNR check Time limit

/ onward check


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Group booking follow up and finalization.

Special Reservations co-ordination and follow up

Special Request follow up e.g. meal etc

VIE VIL VIS VIF FILFODetailed Flight Status (VIE) FACTS

Time Limit Parameters (for each PNR)

Un-Ticketed PNRS (Cancelled) (un-ticketed) Passport Visa Details (validity/expiry/passport No)

APIS/AQQ (Advance Passenger Information System) PRS Check

Inactive Waitlist

CHAPTER 4 CREW BLOCKING

5.4.1 SOP FOR CREW BLOCKING

I. Purpose

To facilitate duty travel of Supernumerary (SUPY) Crew, by giving confirmation of seats on PIA flights, in accordance with the operational requirement authorized by Flight Operation department. Finalize, streamline crew bookings auto generated by software AIMS in coordination with Flight Operation/Situation room on a daily basis.

II. Scope

Inventory Control & Operation All stations (Domestic/International) All PIA Reservation & Ticketing Offices

Flight Operations /Situation Room.


D.G.M. Inventory Control & Operations Manager Flight Operations

Shift Duty Manager /Assistant Manager Operations

RTO/RTS Analyst


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IV. Procedure

Seats request made in advance for Cockpit & Cabin crew is blocked automatically by the in-house software AIMS according to the requirement given by Flight Operations.

Request made in advance from the Engineering department are received through email/telex followed by a hard copy.

All current request from departments requiring seat blocking i.e. Flight Operations /

Flight Services/ Engineering / Marketing / ASF etc.) are received at email [email protected]

RTO/RTS/Analyst checks the flight position creates a PNR with confirmed reservations, In case of non availability of seats the request PNR is handed over to the concerned city in-charge and Queue - placed on Queue No. 31 for confirmation.

Name update request PNRs are placed on Q-41 of respective city and or handed over personally when urgent action is required.

For “D” class PNRs, if seats are not available RTO/RTA/Analyst will confirm the seat in

“E” class and log the PNR for follow up with the in-charge respective city under

intimation to the requesting department.

An authorized representative from Flight Operation visits Inventory Control and

operations section twice a day for intensive follow up and update of cockpit crew blockings.

Request made in “D” Class for Cockpit Crew are automatically confirmed by

AIMS, within 36 hour of flight departure.

A log book is maintained for follow up of any pending request and or problems.


PIA STARS (N*INDEX)

PIA FOCUS (F* PIA)

VI. Related Records

Telex/e-mail messages PNR History

Log Book

mailto:[email protected]


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CHAPTER 5 GROUP BOOKING

5.5.1 SOP FOR GROUP BOOKING

A Group PNR consists of Business Class 04 or more seats, Economy Plus Class 04 or more seats , Economy Class 07 or more seats - booked on a flight.

I. Purpose

To confirm and handle group booking request on PIA flights booked by PIA Offices on the

network in close coordination with Pricing and Inventory Management.

II. Scope

Inventory Control & Operation Pricing and Inventory Management


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PIA Sales and Booking Offices

III. .Key Responsibilities

D.G.M. Pricing & Inventory Management Route Manager / Assistant Manager Analyst Pricing & Inventory Management

Shift Duty Manager, Assistant Manager Analyst at IC&O

RTO /RTS at IC&O

IV. Procedure

A PNR for a Group /Large party can only be made by PIA Office and/or GSA.

Travel Agents and DSAs are not permitted to make these bookings and must contact local PIA

Sales/Booking Office for creation of the PNR.

A booking of 04 or more in Club Class (C) and its sub classes; 04 or more in Economy Plus Class (P) and

its sub classes and 07 or more in Economy Class (Y) shall be treated a group.

When all names and ticket numbers of a group are available, a normal PNR shall be created. When

names are not available a corporate PNR will be created.

All such bookings when being created with individual names/or with corporate name are booked with code

GN, to prevent instant confirmation.

The PNR with request in higher RBDs shall be placed on Q-52 of the respective city followed by an

email with details addressed to In charge /Supervisor respective city.

The PNR with request for seat confirmation in lower RBD shall be coordinated by the Sales office

through Route Manager respective region at Pricing and Inventory Management, who after obtaining the required fare/confirmation approval from the Management, place the PNR in Q-51 of the respective city In charge Supervisor at IC& O, followed by an email with details and copy of approval.

Follow-up and decision on assignment of time limits, name finalization shall be coordinated by the owner

of the PNR in consultation with the respective Route Manager and Manager/ incharge of the respective city at I

C &O.

Reconfirmation of the group booking shall be done by PIA booking office after ensuring all required

travel documents i.e. passport visa ticketing details have been completed and obtained and recorded in the

PNR.

Group materialization update, (email) after group travel is sent by the Route Manager to the In-charge

respective city with copy to Manager Inventory Control & Operations.

A group must never be split /divided to get confirmation as it results in mishandling of passengers it


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should be divided ONLY if there is :

a) Reduction in the size of the group b) Change in the itinerary

c) Pre-reserved seating has to be request for more than 50 passengers

VI. Reference Documents PIA FOCUS (F*PIA)

Sabre FOCUS Manual (F*FMH)


V. Related Records

PNR Telex, email of correspondence with station

Minute/email re approval

GMU email

5.6.1 SPECIAL RESERVATIONS PROCEDURE FOR INCAPACITATED PASSENGERS:

I. Purpose

To accept and confirm bookings for passengers requiring stretcher in coordination with Engineering Passenger handling and Flight Operations department.


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II. Scope Inventory Control & Operations Engineering Passenger Handling Services Flight Operations PIA Booking Offices III. Key responsibility DGM Inventory Control& Operations Manager Inventory Control & Operations Flight Control/ City Supervisor Reservations and Ticketing Officers 5.6.1.1 STRETCHER

Incapacitated passengers are those who, because of their medical physical or mental condition require individual

attention which is not normally provided to other passengers. This attention may be required during embarkation

disembarkation, in flight, in an emergency evacuation and/or during ground handling.

When an incapacitated passenger is requesting reservations, the nature of incapacity, special requirements and /or

conditions associated with the services requested must be recorded in the PNR in “Special Service Requirement”

SSR at the time of booking. This relevant info is obtained from the MEDIF form completed by the passenger and

collected by the booking office personnel.

5.6.1.2 CATEGORIES OF INCAPACITATION:

Incapacitated passengers are categorized into various groups

Those with permanent but stable disabilities e.g. paralysis of all or part of body, arthritis, impaired vision, and

hearing amputated limb etc, while others may have temporary disabilities e.g. broken limb fractured leg etc

These incapacitated passengers are further categorized into:

a) MEDA- Medical case, medical clearance for fitness to fly, is required. This code is to be used ONLY for incapacitated passengers who require medical clearance after a recent illness, medical procedure or surgery, in-flight oxygen and or any medical condition where there is reasonable doubt that the passenger can complete the flight safely without extraordinary medical assistance during the flight.

b) NON-MEDA- Not requiring medical clearance. The passenger can complete the journey without extra assistance during flight. MEDA code MUST not be used for this category of passengers.

5.6.1.3 MEDICAL INFORMATION FORM (MEDIF) REQUIREMENT:


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To facilitate acceptance of stretcher case for Air travel, booking offices must get the MEDIF completed

according to instruction given on the form. Part A MUST be read and clearly understood by all concerned

before filling MEDIF Part B that has to be filled by the passenger /and or his representative and Part C that

has to be filled by the treating/ attending physician and PIA and/ or authorized Civil Aviation Doctor. The form

must be completed by the doctor, based on an assessment of the passenger, no more than 10 days prior to

air travel and not later than 72 hours prior to departure of the flight. PIA must be notified immediately of

any change in the condition prior to travel. Passenger handling will accept a medical certificate with current

date.

P.B Revenue Management

The MEDIF must be completed by a registered attending physician and duly certified by a PIA Medical doctor. In

case of non availability of PIA Doctor the certificate of fitness to travel is to be certified by local Civil Aviation doctor.

It is required of passengers who require special services such as:

Stretcher, Oxygen supply, Medical escort or in-flight medical treatment, Carriage of medical equipment or

instruments.

For accepting a booking request the passenger must submit the prescribed medical form available on PIAs

Website and /or PIA booking office/GSA.

The MEDIF must certify that:

The patient can undertake the journey and it will not be injurious to his health.

The passenger is not suffering from a contagious or communicable disease.

The passenger is in a condition that shall not disturb other passenger through offensive behavior or appearance.

The passenger needs to be accompanied by either a medical doctor , trained attendant and or simply a travel companion mentally and physically alert/ fit enough to take care of the patient.

5.6.1.4 PASSENGERS REQUIRING ESCORT OR ATTENDANT

For safety reasons, PIA requires a passenger to travel with a Doctor and/or an escort or attendant who must be

able to attend to their personal and medical needs if the passenger:

Needs to travel in a stretcher or incubator, wheel chair with a medical condition that requires medical

attention during the flight.

Is unable to comprehend or respond properly to safety instructions due to a mental disability


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Is unable to assist in his or her own evacuation of the aircraft.

Has severe hearing and vision impairments and cannot establish some means of communication with

airline employees.

STRETCHER CASE BOOKING ON PIA FLIGHTS EXCEPT NORTHERN AREA

E-mail: [email protected]

5.6.1.5 CONDITIONS OF ACCEPTANCE:

Stretcher cases will be accepted on a PIA flight subject to availability of seat/space with confirmed

arrangement for stretcher, and/or medical clearance when applicable.

PIA Offices and GSAs ONLY, are allowed to make reservations and issue ticket for stretcher case

passenger/attendant.

Travel Agents & PSAs are NOT PERMITTED to book stretcher. THEY MUST contact the local PIA Office for

reservations and issuance of the ticket.

Booking and cancellation of Stretcher case shall NOT be accepted on telephone by any PIA Reservation Office

and or PIA Call Centre, passenger‟s representative shall have to personally visit the local PIA office for same.

Request for stretcher booking is permissible in Economy class of service ONLY.

Stretcher booking is NOT permissible in the upper deck of B-747, B-74M.

A minimum 72 hours notice with MEDIF clearance , is required to accept request for making arrangements

to install stretcher on the required flight.

It must be ensured by the booking office that the travel documents for the patient and the attendant are complete

and the passenger and or his legally authorized representative has duly signed the MEDIF / indemnity.

In case of stretcher requirement for return journey, a separate MEDIF/ indemnity form with current date NOT

earlier than 10 days BUT NOT later than 72 hours prior departure shall be required at the returning board point PIA

office.

Important note: For booking stretcher on Northern area subject to weather flights refer SOP for Northern Areas

Flights available in PIA Focus.


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5.6.1.6 NUMBER OF STRETCHERS ON A FLIGHT :

In accordance with PIA policy ONLY ONE stretcher shall be accepted on a flight, however in emergency /force

majeure conditions a maximum of two stretchers shall be allowed as an exception, the coordination and approval

shall be the responsibility of Managers/DGMs of all three areas i.e. Marketing - Inventory Control & Operations

(CRC) Revenue Management –respective station at board /off point, Passenger Handling Services at board/off

point , Crew Scheduling and Flight Service Standards.

DISPOSAL OF MEDIF/INDEMNITY FORM:

The form to be filled in duplicate with three copies. Total number 05 to be collected at the time of ticketing for disposal given below: 1. Attach original copy of medical certificate with related VCR for check in staff at airport. 2. Attach one photo copy with VCR for the Auditor. 3. Attach one photo copy with VCR/receipt for passenger record 4. Attach one photo copy with extra VCR print for office record. 5. One original copy for Flight Purser (area) .Passenger declaration regarding provision/use of oxygen

bottles in flight must be signed by the passenger and the Senior purser & collected on board before disembarkation of the passenger. Same to be used for reporting and record. In case of interline connections the number of copies to be collected will be according to requirement

by other Airlines.

SSR CODES THAT MUST BE USED IN THE PNR ACCORDING TO THE CONDITION APPLICAPLE:

BLND-Visually impaired –specify if accompanied by seeing eye-dog or other service animal.

DEAF- Hearing impaired, specify if accompanied by seeing eye-dog or other service animal.

STCR- Stretcher passenger .The passenger is unable to travel in a seat and must be accommodated in a

horizontal position.

OXYG- Oxygen –for passengers travelling either seated or on stretcher ,needing oxygen during flight (only to be used in conjunction with “MEDA”)

5.6.2 RESERVATIONS AND TICKETING PROCEDURE TO BE ADOPTED BY RESERVATIONS AGENT AT

PIA BOOKING OFFICE (COUNTERS):

A single PNR shall be made for 02 passengers, stretcher patient and the attendant.

The segment shall be booked with action code DS repeat DS ONLY, to defer confirmation till such time

stretcher arrangements have been made.

The booking office must ensure that all relevant information regarding the nature of incapacity/special

requirements or conditions associated with the services requested e.g. medical Doctor, trained and/or untrained

attendant; In-flight oxygen, special diet etc are obtained from the MEDIF and clearly recorded in the PNR by the

booking office.

An untrained attendant must be identified in the PNR by describing him as a “Travel Companion”. In case of

trained attendant specific details must be mentioned in the PNR (medical form) i.e. “qualified Doctor”, “qualified

Nurse” etc.


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MEDICAL INSURANCE: If the passenger opts for medical insurance being offered by PIA, the applicable

charges must be collected and the required information must be included in the GFAX field as per SOP.

The medical services request shall be recorded in the SSR field preceded by 4 for request on PIA flights. In

case of booking on other Airline it shall be preceded by 3; (details to other Airline shall be sent by the Special

reservation desk at Inventory Control and operations once the arrangement on PK flight has been finalized).

The booking when completed must be manually placed on queue 100 of the respective city

controlling that particular flight using pic 37, followed by an email to [email protected] .

Subsequent coordination will be ensured by the booking office and

Special reservation desk at Inventory Control & Operations.

EXAMPLE OF PNR WITH DETAILS

-1KHAN/A MR STRETCHER ENDI-SALMA/MRS

0 PK 300Y07DECKHIISB DS2 0730 0920

0 EK600Y07DECLHEDXB HN2 1330 1400

9-577788 H

5H 4STCR1/KHAN A MR-1

5H 4MEDA1/MULTIPLE FRACTURE BODY CAST-1.1

5H 4MEDA1/ESCORT SALMA A MRS TRAVEL COMPANION AGE 30 UNTRAINED -2

5H 4OSI CTC H NYC C/O MR ASIF 713-456-678

5H 4OTHS1/MEDICAL CERTIFICATE COLLECTED

5H 4MEDA1/NN1 OXYGEN 02 LITRE PER MIN FOR KHIISB -1.1

5H 3MEDA1/NN1 OXYGEN 02 LITRE PER MIN FOR LHEDXB -1.1

5H 4MEDA PK KHIISB CLEARED 02DEC BY AKHUND/DR PIA

5H 4MEDA EK LHEDXB CLEARED 03DEC BY SAMAD/DR DXBRMEK

5H 4SSR AMBULANCE AND HOSPITAL WILL BE ARRANGED BY PSGR

5H SPML1/CHICKEN-1.1

QP/ZQV100/37

5.6.2.1 ACTION BY RESERVATIONS AGENT HANDLNG CONFIRMATION QUEUES AT PIA BOOKING

OFFICES

Once seat and arrangements have been confirmed the PNR is placed on the confirm queue of the office which

created the PNR.

1. PIA office will access the confirmation queue and advise confirmation of seat/ stretcher to the

passenger.

2. It is the responsibility of the booking office to ensure that all required reservation and travel

Documents are in order and updated before the ticket is issued. The medical form /certificate

has been completed /collected and disposed of as specified.

3. In case there is request for in-flight oxygen, the SOP on the subject must be strictly

followed and required information must be recorded in the PNR with appropriate SSR codes

4. Active follow up with Special reservation desk at Inventory Control & Operations /passenger

must be ensured so that the services requested are provided.



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AMBULANCE & HOSPITAL ARRANGEMENT:

Arrangements for Ambulance for pick up and drop from the airport at departure (origin) and arrangement for

meeting at destination from airport to hospital and/or residence as the case may be, has to be arranged and paid

for by the passenger .This information must be recorded in the PNR and made available to all concerned offices.

REPORTING TIME

Reporting time at the airport will be established by coordinating with local traffic unit.

As a standard it shall be at least one hour prior to the normal reporting time for other passengers‟ .e.g. if the flight

departure is 0700 and the reporting time is 0500 Stretcher passenger must report at 0400.This information must

be provided to the passenger.

RESPONSIBILITY OF TICKET OFFICE MANAGER / INCHARGE PIA BOOKING OFFICE:

Shall personally supervise coordination of this activity to ensure proper handling and confirmation of the request

made by the passenger .

5.6.2.2 TICKETING PROCEDURE:

STRETCHER PATIENT: In the fare calculation box enter the applicable one way fare. Q must be entered at the end of the itinerary (code for surcharge to show extra fare). Total fare collected to be shown in fare and total boxes. ATTENDANT: The available RBD (market selling fare) in Economy class shall be charged. The ticket for the attendant will be issued in the normal manner except in the * endorsement box * enter the words * accompanying stretcher case *. The applicable fare shall be entered in the fare calculation box. 5.6.2.3 APPLICABLE FARE:

A- FOR FLIGHTS UNDER REVENUE MANAGEMENT:

The highest market selling fare of Economy class i.e. RBD “Y” shall be charged for each seat removed for

stretcher. This shall be applicable on the entire PK network Domestic & International flights.

B- FOR FLIGHTS NOT UNDER REVENUE MANAGEMENT:

Economy class market selling fare i.e. RBD “K” shall be charged for each seat removed for stretcher.

APPLICABLE TAXES/FUEL SURCHARGE ON STRETCHER CASE

All applicable taxes (such as RG, PK, SP1 etc) and fuel surcharge (YQ) will be charged only once per every

stretcher case passenger.


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Discounts: - No discounts whatsoever will be allowed on stretcher case.

NOTE:

Stretcher case fare will not be based on any special, promotional or government directed discounted fares.

CHARGES:

EXCESS BAGGAGE ALLOWANCE:

Applicable Free Baggage Allowance for single passenger will be entitled, however applicable excess baggage

charges will be collected as per the existing policy.

CANCELLATION CHARGES/NOSHOW CHARGES/REFUND COB CHARGES:

There shall be no cancellation charges/Refund Charges if the booking is cancelled 24 hours prior to departure.

In case of cancellation within 24 hrs of flight departure, 10% of the fare charged shall apply. Same policy shall

apply on refund cases.

WAIVER OF CANCELLATION- NOSHOW CHARGES:

Waiver shall be permissible only in case of Death supported by production of death certificate.

5.6.2.4 BOOKING STRETCHER FOR NON REVENUE PIA EMPLOYEE:

Stretcher booking for non revenue shall be made exactly as per booking for revenue passenger but it will be subject

to a letter from the Chief medical officer CMO stating that the PIA employee requires a stretcher.

15% of the applicable N class fare for the sector multiplied by the number of seats removed to be charged. Ticket

issuance will be the same as advised for the Revenue passenger. This policy shall be restricted only for PK

employees.

ACTION BY SPECIAL RESERVATION DESK AT INVENTORY CONTROL & OPERATIONS :

Inventory Controller at the Special Reservation desk shall block seats for stretcher according to the number

specified for that particular equipment on PIA flight.

Inventory Controller of the respective city will ensure the attendant is pre-assigned a seat closest to the patient in

the same cabin, near the seats blocked for stretcher installation.

This desk shall be responsible for co-coordinating internally with the concerned office and departments to ensure

uniform exchange of information to all concerned. Once installation of stretcher and other arrangements have been

finalized, seats shall be confirmed and placed on the queue of the booking city for passenger notification and

issuance of ticket.

INTERLINE BOOKING

In case of request of stretcher on a connecting other Airline flight, the Inventory Controller at the special reservation

desk shall be responsible for relaying /coordinating the information /response obtained from other Airline and for

finalizing the entire transaction. Assistance from local PIA office at the connecting board point may also be sought.


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The status of the first segment must be quoted in the PNR to facilitate the other Airline decision and all details from

MEDIF form must be put in the SSR field for informing the other Airline.

Once finalized the PNR shall be placed on the confirmation queue of the city that created the PNR for passenger

notification and issuance of ticket.

Important Note: Copy of all messages exchanged must be saved for record /dealing with complaint.

IMPORTANT INFORMATION REGARDING REMOVAL OF SEATS FOR STRETCHER INSTALLATION BY

ENGINEERING:

AIRCRAFT NO OF SEATS REMOVED

ATR 6

737-300 9

A310-300 6

B777-LR/ER/300 8

747-200 9

747-300 6

These seats are permanently blocked in the seat maps and cannot be pre allocated.

SEAT BLOCKING CONFIGURATION FOR INSTALLATION OF STRETCHER ON PIA FLEET

ATR42-500: (AP-BHH, AP-BHI, AP-BHJ, AP-BHM, AP-BHO, AP-BHP)

28-30 AC OR 27-29 JL

BOEING B737-340: (AP-BCA, AP-BCB, AP-BCC, AP-BCD, AP-BCF, AP-BFT)

50-52 JKL OR 50-52 ABC

BOEING B737-33A: (AP-BEH)

50-52 JKL OR 50-52 ABC

AIRBUS A310-300: (AP-BDZ, AP-BEB, AP-BEC, AP-BEG, AP-BEQ, AP-BEU)

55-57 JL OR 55-57 AC

AIRBUS A310-300: (AP-BGQ, AP-BGR, AP-BGS)

56-58 JL OR 56-58 AC

AIRBUS A310-300: (AP-BGN, AP-BGO, AP-BGP)

57-59 JL OR 57-59AC

BOEING B777-240ER: (AP-BHX)

70-72 JKL OR 71-73 ABC


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BOEING B777-240ER: (AP-BGJ, AP-BGK, AP-BGL)

52-54JKL OR 52-54 ABC

BOEING B777-200LR: (AP-BGY, AP-BGZ)

70-72 JKL OR 71-73 ABC

BOEING B777-300ER: (AP-BHV, AP-BHW, AP-BID)

82-84 JKL OR 82-84 ABC

BOEING B747-200 COMBI: (AP-BAK, AP-BAT)

48-50 JKL OR 48-50 ABC

BOEING B747-300: (AP-BFU, AP-BFV, AP-BFW, AP-BFY, AP-BGG)

73JL-75JL OR 73-75 AC

5.6.3 SOP FOR REQUEST OF AVIATOR BREATHING OXYGEN

PROCEDURE FOR ACCEPTING A PASSENGER REQUIRING CONSTANT SUPPLY OF AVIATOR

BREATHING OXYGEN (i.e dry oxygen without humidifier) ON PIA FLIGHTS:

Incapacitated passengers are those, who because of their medical, physical or mental condition require individual

attention / assistance on embarking, disembarking in an emergency evacuation and/or during ground handling.

A passenger requiring constant supply of aviator breathing oxygen falls into the category of incapacitated

passenger. The certification requirement by the Federal Aviation rule (FAR), does not allow a passenger to carry

his personal oxygen bottle on board PIA flights, therefore the passenger has to request PIA office for making

arrangements for oxygen on PIA flights.

To meet the safety, technical and operational requirements of handling such passengers, a standard operational

procedure (sop) has been developed.

CONDITIONS OF ACCEPTANCE


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Request for supply of special oxygen on board a flight has to be made at least 72 hrs prior to departure of the flight

in a PNR, through PK Offices only. Confirmation of seat and service will be given by inventory control & operations

sections (CRC) subject to its availability from the chart provided by engineering and status of existing bookings.

Request within 72 hours of departure shall ONLY be entertained in case of extreme emergency The Manager at

station must contact Manager Operations /shift in charge inventory control & operations (CRC) with required

details/documents for confirmation of seat/service.

Inventory control & Operations (CRC) after giving the confirmation will send an advisory telex to

Engineering and inform them of details of passenger/service booked.

Under NO circumstances should PIA offices contact Engineering directly, for arranging loose/extra oxygen bottles

on the flight. Carriage of extra oxygen bottles is STRICTLY PROHIBITED on flights. Request MUST ALWAYS be

sent to / coordinated through Special Reservations Desk at Inventory Control and Operations.(email:

[email protected])

When an equipment is changed on a flight and/or there is a change of gauge (equipment) en route , resulting in a

situation where the quantity of oxygen available is not sufficient to meet the patient‟s requirement, the passenger

MUST be notified immediately .

The local reservation office must coordinate with Special Reservations Desk (CRC) and after obtaining the

passengers consent for the alternate flight put his request on the flight. The passenger must be notified of the

details and in-flight oxygen arrangement when confirmed by Special Reservations Desk. It must be ensured by PIA

reservation/ticketing office that all documents have been re-validated and essential formalities have been

completed.

In case the booking is postponed for an advance date in the future, exceeding 10 days the entire procedure for

incapacitated passenger shall reapply with revalidation of MEDIF.

During transit, the arrangement and payment for oxygen service shall be the responsibility of the passenger

.Special Reservations Desk at Inventory control section (CRC) shall coordinate with PIA ticket office and Station

Manager at transit point who shall in turn co-ordinate with the respective handling agent for confirmation of oxygen

arrangement at transit point.

MEDICAL INDEMNITY FORM/CERTIFICATE - MEDIF

The MEDIF must be accurately completed and duly signed by the passenger/ registered medical physician

attending the patient and endorsed by the authorized PIA doctor with his signature and stamp. The MEDIF has to

be completed in duplicate available at PIA booking offices /GSA and or can be downloaded from PIA Website.

The form shall specify:

a) Passenger‟s fitness/ability to travel, without an attendant. b) Passengers fitness/ability to travel with a trained or untrained attendant/escort c) Specify the maximum quantity of oxygen needed hourly. d) Specify the maximum flow rate needed for the passenger‟s entire journey/transit time


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e) Doctor‟s concurrence that the patient is able to use the type of oxygen and bottle description available on PIA flight i.e aviator breathing oxygen (dry oxygen without humidifier) with flow rate (02 litres or 04 litres per minute for his/her entire journey/transit time.

TYPE OF OXYGEN AND BOTTLE DESCRIPTION

Aviator breathing oxygen (i.e dry oxygen without humidifier) available on board must be intimated to the patient.

Doctor‟s concurrence to be obtained by the patient for use of aviator breathing oxygen with flow rate (02 litres or 04

litres per minute) for the entire duration of flight.

Type of aircraft operated may be established for the availability of portable oxygen bottles because different

quantities of bottles are installed on them.

One large bottle of 11 cu ft(310) will last for:

75 minutes at the rate of 4 litres per minute


Each small portable oxygen bottle of 4.25 cubic ft will last for:



Portable oxygen bottle of 4.25 cubic ft/120 litre installed on atr-500 aircraft.


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CHART OF EXTRA OXYGEN AVAILABLE

- ON BOARD

TOTAL MIN REQD EXTRA 4LITR/MIN 2LITR/MIN

INSTALLED AS PER BOTTLES

IN CABIN MEL IN CABIN

- 777-200ER

14 07 07 08.75 HRS 17.5 HRS

---------------------------------------------------------------------

- 777-200LR

14 07 07 08.75 HRS 17.5 HRS

---------------------------------------------------------------------

- 777-300ER

16 09 07 8.75 HRS 17.5 HRS

---------------------------------------------------------------------

- B747-300

27 10 17 21 HRS 42 HRS

---------------------------------------------------------------------

- B747-200 (COMBI)

20 06 14 17.5 HRS 35 HRS

---------------------------------------------------------------------

- B737-300

04 03 01 01.25 HRS 02.5 HRS

---------------------------------------------------------------------

- A-310 (PIA)

10 04 06 07.5 HRS 15 HRS

---------------------------------------------------------------------

- A310 LEASED (BGN, BGO, BGP)

12 05 07 08.75 HRS 17.5 HRS

---------------------------------------------------------------------

- A310 LEASED (BGQ, BGR, BGS)

13 05 08 10 HRS 20 HRS

---------------------------------------------------------------------

- ATR42-500

01 01 - 1/2 HRS 01 HR

IMPORTANT NOTE

Above specifications must be intimated to the patient. The attending physician must endorse that the requested

oxygen meets the patient‟s requirement for the entire duration of the PIA flight, he must also confirm that passenger

has personally made arrangement for extra oxygen at transit point .(PIA is not responsible for making arrangements

at transit points.)


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DISPOSAL OF MEDICAL INDEMNITY FORM/MEDIF

The form must be filled in duplicate with three copies (total four copies).The disposal of the form/certificate shall

be as follows

1. One original copy for special handling unit at the check in terminal of departure . 2. One original copy for the chief flight purser at terminal of departure . 3. One copy for office record. 4. One copy to be handed to the passenger for his record.

AGE LIMIT FOR TRAVEL

A passenger who is 14 yrs or less must be accompanied by an adult who is 16 yrs or older, capable of operating

the oxygen unit and attending to the physical needs of the patient/passenger.

AIRCRAFT COMPARTMENT SEATING RESTRICTIONS

Following rules must be adhered to while pre-reserving seats:

a) Seat must not be assigned in the upper deck

d) Seat must not be assigned in the exit row.

e) Seat must not be assigned in the row in front of exit row.

f) Seat must not be assigned in the row behind the exit row

g) Once seat has been assigned changes will not be permitted.

h) Advance boarding card must not be issued for such passengers.

RESERVATIONS PROCEDURE FOR PIA OFFICES/GSA

The reservations procedure for a passenger requesting oxygen bottle on board a flight must be strictly adhered to

for efficient handling of these passengers.

PIA Offices and GSAs only shall create a PNR for passenger with an oxygen request.

PNR shall be created for the passenger and the attendant (if required), using code DS.

Details of the passenger requirements given in the medical indemnity form shall be recorded in the historical

remarks 5H followed by:

1. Identification code key 4 for host facts field (PIA Flights)

2. Identification code key 3 for general facts fields (other airlines)

These shall later be transferred in the respective SSR items by inventory Control (CRC) after seat has been

confirmed.

It is mandatory to use code MEDA in every line of the SSR Field because medical clearance is required.

After completion of the PNR, the staff/officer must manually place the PNR on queue 100 of the pseudo city

controlling the flight.

ENTER:


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QP/ZQP100/37

EXAMPLE OF A PNR

1SARA/MS‡-1SAMAD/A MR

0 308 Y 28DEC KHI ISB DS2 1600 1755 ( USE DS ACTION CODE”

0 BA123 Y 28DEC ISB LGW NN2 2000 0100 PLACE PNR ON Q OF CITY

9 667788 B CONTROLLING THE FLIGHT)

5H 4MEDA1 OXYGEN BOTTLE-1

5H 4MEDA/ATTENDANT-2

5H 4MEDA1/FOR 150 MIN RATE 2 LITRES PER MIN-1

5H 4SPML1/CHICKEN MEAL-1

5H 4MEDA OXYGEN FOR USE IN TRANSIT CONFIRMED-1

5H 3MEDA2/OXYGEN BOTTLE FOR ISB LGW-1

5H 3MEDA2/SEVEN HOURS 2LPM-1

5H 3MEDA2/ATTENDANT-2

5H 3SPML2/CHICKEN MEAL-1

5H 3MEDA2/GENERAL HOSPITAL AMBULANCE ADVR-1

5H 3MEDA2/ISBLGW OXYGEN CLEARED BY ABC10DEC02BA-1

5H 3MEDA2/CONDITION SATISFACTORY FIT TO TRAVEL-1

On receiving the confirmation the staff will advise the passenger and update the PNR. The ticketing staff shall

ensure the forms have been completed collected and disposed according to laid down instructions before issuing

an OK ticket.

RESPONSIBILITY OF THE TICKET OFFICE MANAGER:

The Ticket Office Manager/Incharge shall supervise the entire process to ensure no mishandling takes place.

TARIFF/TICKETING

1. An ok ticket will only be issued arrangements for oxygen and seats have confirmed by inventory control section

(CRC)

2. The code MEDA followed by oxygen must in the endorsement box of the ticket / MCO.

3. MCO shall be issued for the amount to charges for the service i.e providing oxygen.

CHARGES

A) PKR 2000/- per sector for domestic travel

b) USD 60/- per bottle for international travel

c) The charges shall be non-refundable even when oxygen bottles have not been utilized.

However in case the schedule has been changed by PIA and/or any due any force majeure


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Conditions the charges shall be refunded.

BOOKING ON OTHER AIRLINES (CONNECTING FLIGHTS)

Extra oxygen on another airline flight be requested in the SSR field of the according to AIRIMP procedure (see

above example)

The passenger shall be allowed to travel on PIA flight only if the oxygen requested for the connecting flight has

been confirmed by the concerned Airline. PIA will only responsible to the extent of facilitating the service

request/confirmation of the segment . Under no circumstances shall it responsible for the provision of oxygen on the

other airline.

During transit, the arrangement and payment for oxygen service shall be the responsibility of the passenger

.Special Reservations Desk at Inventory control section (CRC) shall coordinate with PIA ticket office and Station

Manager at transit point who shall in turn co-ordinate with the respective handling agent for confirmation of oxygen

arrangement at transit point.

Confirmation details of arrangements provided by the other airline at the transit point must be recorded in the PNR

in the General Facts Field.

Charges for oxygen provided by other airline shall be collected by the respective local office.

In case there is no other airline office, PIA shall issue an MCO for the other airline.


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5.6.4 SOP UNACCOMPANIED MINOR

An Unaccompanied Minor is defined as a child less than 12 years of age who is travelling alone or with an escort

provided by the airline. Every Airline determines the age at which it will accept an Unaccompanied Minor. The

lowest age at which PIA will accept a reservation for a child to travel unescorted or with an escort provided by the

Airline is from 05 years upto 12 years of age .

CONDITIONS OF ACCEPTANCE:

PIA will NOT accept for carriage a child who is under 5 years of age on the date the flight commences unless he

is accompanied by an escort (family member/ guardian) aged 18 years or more.

On DOMESTIC FLIGHTS:

PIA will accept a child as an Un-accompanied Minor, who is between 5 and 12 years of age. The child may be

accepted without an extra cabin attendant ONLY on direct (no change of aircraft) single segment domestic flights.

(within Pakistan) only.

The parent/guardian also has the option to request for an extra cabin attendant to accompany the child by paying

an extra charge on a single/multi segment direct (no change of aircraft) PIA Domestic flight (within Pakistan) only.

ON INTERNATIONAL FLIGHTS:

PIA Will accept an Un accompanied Minor who is between 05 and 08 years of age ONLY if accompanied by an

extra cabin attendant, on payment of the applicable extra charge, on a single/multi segment .

PIA will accept an Un accompanied Minor who is between 08 and 12 years of age, without an extra cabin attendant

(arranged by PIA), ONLY on direct single/ multi sector flight, provided the scheduled stopover does not exceed 4

hours.

An UM shall NOT BE ACCEPTED for carriage for journeys with transfer connection involving either an overnight

stay at a transfer point, or a transfer between two airports at the connecting point unless the parent or guardian has

arranged for the child to be met and cared for at the transfer point and these arrangement are confirmed by local

PIA office and or if the UM is travelling with an adult escort.

PIA will allow ONLY one UM with one extra cabin attendant (escort) arranged by the Airline.

The Unaccompanied Minor shall be accepted, provided the request is received 07 Days or at least 72 hours prior to

travel (whichever is earlier) so that necessary arrangements can be made by the Airline for his safe carriage.

To be accepted for carriage it is mandatory to fill the Un-accompanied Minor form /indemnity bond available from

PIA offices, and ensure following conditions are met in full:

The Unaccompanied Minor must be accompanied at check-in by a parent, guardian or adult responsible

who must remain at the airport with an allocated member of PIA special handling staff till the child has

boarded the aircraft and it has taken-off from the airport.

The same person must also provide details of the parent, guardian or adult responsible for the child into

whose custody the UM shall be delivered at the destination airport and /or stopover airport


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The Un accompanied Minor shall be accepted only when the request and arrangements have been

confirmed for the flight , and it is not anticipated by PIA that the flight will terminate at a place other than

its destination or make an unexpected stop at any other place due to weather or other operational

conditions.

Carriage of UM shall be permitted only when all segments are confirmed in the itinerary.

Unaccompanied Minors can only be booked and ticketed through PIA Bookings Offices/GSAs Travel agents are not

allowed to book and/or ticket unaccompanied minors directly.

IMPORTANT NOTE:

When accepting booking for a UM on a PIA flight with connection on another Airline, the other Airline policy for

acceptance of a UM must be verified through establishing contact with the Airline and or PKs local office, as many

Airlines do not accept Unaccompanied Minors for carriage.

For safety and security reasons PIA has the right to refuse travel if the applicable form declaration of indemnity is

not fully completed signed and submitted by the parent or guardian of the unaccompanied minor. The

parent/guardian collecting the unaccompanied minor must provide proof of identification.

RESERVATIONS PROCEDURE:

PNR for UM bookings shall be created using code DS (to prevent instant confirmation). Seat will be confirmed only

by Special reservation desk at Inventory Control after all requirements for handling the UM have be confirmed and

finalized.

It is mandatory to record the SSR code UMNR in the general facts field of the PNR i.e.

4UMNR1/UM 09-1.1, so that:

a) All concerned are informed of the UM‟s Movement.

b) UM booking is exempted from auto cancellation by RIM.

Time limit must be given manually in the 8 field of the PNR using Sabre Native entry ONLY.

It must be ensured that the Un-Accompanied Minor form/indemnity bond is filled out accurately and duly

signed by the parent/guardian at the time of booking, under NO circumstances Remarks that ID Bond to be

collected at airport be added.

PRE-RESERVED SEATING FOR UM:

Once confirmation has been received the seat may be pre reserved for the child and the attendant ensuring it

is not near emergency exits.

COLLECTION OF UM/INDEMNITY BOND FORM

To be filled in duplicate with 3 photo copies. Disposal 05 copies as follows:


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a) Booking Office copy

b) Parent/Guardian‟s copy

c) Special Handling Unit‟s copy at board point.

d) Cabin Crew copy – (To be handed over to Flight Purser along with UM‟s documents i.e. tickets,

passport etc.)

e) Special Handling Unit‟s copy at disembarkation (arrival)

Once the form is accepted details related to UM must be entered in the PNR and the PNR must be placed on

queue 100 of the relevant city with pic code 37.

QP/XXX100/37

DECODING OF CITY FOR PLACEMENT OF UM PNR:

ZQP-USA CANADA EUROPE

ZQY-UK

ZQR-SAUDI ARABIA

CQO-GULF

ZQT-FAR EAST

ZQV-DOMESTIC

Booking for UM and its cancellation will NOT be accepted on phone through any PIA Reservations Office or PIA

Call Centre. The UM‟s family and/or representative shall have to personally visit PIA‟s local booking office to

complete the UM form/indemnity and other formalities.

ACTION BY SPECIAL RESERVATIONS DESK AT INVENTORY CONTROL:

Special Reservations desk shall coordinate with all relevant departments for completion of arrangements i.e.

meal/extra attendant etc, in case of a request for an extra cabin attendant the authority reference with date time

confirming the name of the crew will be entered in the PNR in historical remarks to enable the booking office to

issue the ticket for the cabin attendant. Once arrangements have been completed the seat shall be confirmed by

Inventory Control and placed on the confirmation queue of the booking city for passenger notification and ticket

issuance.

ACTION BY THE BOOKING OFFICE:

The booking office shall retrieve the PNR from the confirmation queue of their own city and issue the ticket/tickets.

Once ticketing has been done, it is mandatory to send the special handling advice message for the UM Minor, to all

concerned at board point, transit points and off point stations, airport handling crew briefing as well as

Booking/Town Office Managers.

RESPONSIBILITY OF THE TICKET OFFICE MANAGER :

The Ticket offices Manager must under his supervision monitor such bookings and ensure compliance to SOP to

prevent any mishandling.

EXAMPLE OF PNR FOR UN ACCOMPANIED MINOR TRAVELLING WITHOUT AN ATTENDANT:

Ref: F*FMH/UMNR

F*FMH/SPML

NAME


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-1ALI/KHAN MSTR UM

NAME

-1KHAN/AYAN MSTR UM -1EXTRA/AIR HOSTESS (02 SEATS)

SEGMENT

All UM bookings will be done in the highest RBD of the primary class.

Create PNR segments with DS code for PK flights.

Use NN for other airlines segments.

PHONE FIELD

Name and relationship with guardian at Board Point / Booking City

Phone land line /Cell numbers of guardian at Board Point / Booking City

Complete address at Board Point / Booking City

HISTORICAL REMARKS:

Name and relationship with guardian at Board Point / Booking City

Phone land line /Cell numbers of guardian at Board Point / Booking City

Name and relationship with guardian at Off Point / Destination city

Phone land line /Cell numbers of guardian at Off Point / Destination city

Address of parent guardian at destination.

NOTE: Information recorded in the historical remarks 5H by the booking office shall be transferred to SSR/OSI

field by Special Reservations desk after confirmation of seat/arrangements.

HOST GFAX FOR PK FLIGHTS

HOST SSR - UNACCOMPANIED MINOR

4UMNR1/UM 09-1.1

4UMNR SEGMENT NBR/UM AGE-NAME NBR

4 OSI INDEMNITY BOND COLLECTED

(Any other special request or information concerning UM in correct IATA format i.e. special dietary requirement,

language problem or particular call name)

4SPML CHICKEN BURGER / OVALTINE MILK

GFAX FOR OTHER AIRLINES

3UMNR

3UMNR1-1.1

3UMNR1/FREE TEXT-1.1

3 OSI INDEMNITY BOND COLLECTED

(Any other special request or information concerning UM in correct IATA format i.e. special dietary requirement,

language problem or particular call name)

3SPML CHICKEN BURGER / OVALTINE MILK

TICKETING

PNR must ticketed by PIA Booking Office as soon as booking is confirmed by Inventory Control in accordance with

applicable fare.

EXAMPLE


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-1RASHID/MSTR#-1CABIN/ATTENDANT

0300Y15DECKHIISBDS2

9-CTC H KHI C/O MR SHAHID 5667788H

5H 4UMNR1/UM 04-1

5H 4OTHS1 CALL NAME PUPOO Y

5H 4OTHS1/WILL BE SEEN OFF BY MR BARNI UNCLE

5H 4OTHS1/MR BARNI 14-C2 BLOCK 7 KHI

5H 4OTHS1/WILL BE RECIEVED BY MR TARIQ UNCLE

5H 4OTHS1/ADDRESS 104-J / F-8 ISB

5H4OTHS1/051598765 C/O MR TARIQ UNCLE

5H 4SPML CHICKEN BURGER

QP/ZQV100/37

When the seat/arrangements for UM handling have been confirmed by Inventory Control and ticketing has been

done for the UM/extra cabin attendant, a UM Handling message must be sent to all concerned offices who shall be

responsible for handling the UM.

EXAMPLE OF UM MOVEMENT/HANDLING ADVICE (MESSAGE) TO BE SENT BY BOOKING OFFICE TO ALL

CONCERNED OFFICES

KH/KK/KY/OA/KF/UM/UB/UF/TO/UU Board Point Addresses

KHIUMPK/KHIUFPK/KHIRRPK/KHIRSPK Flight Services, Food Services, CRC

KK/KH/OA/UUPK Transit Point Addresses

KK/KH/OA/UUPK Destination Point Addresses

(FRARRLH) Other Airline Reservations

[email protected] Special reservation desk at Inventory Control

.XXXTOPK (SENDER) Addressee (PIA Booking Office)

REF PK PNR XXXXXX

ALI/KHAN MSTR UM 05 YRS

TRVLG BY PK 711/01JAN KHI JFK

(Connecting other airline flight no. class sector)

WILL BE SEEN OFF BY FATHER MR KHAN / PHONE NUMBERS / COMPLETE ADDRESS (at board point)

WILL BE RCVD BY AUNT MRS AHMED / PHONE NUMBERS / COMPLETE ADDRESS (at destination)

SPML CHICKEN BURGER /OVALTINE MILK

CALL NAME PUPPOO

INDEMINITY BOND COLLECTED

ALL TO ACCORD UM HDLG

After message is sent the date and time must be added in the 5H field:

5H UM HDLG MESSAGE SENT VIDE KHITOPK (SENDER) 01JAN09/1200Z

CANCELLATION MESSAGE OF UN ACCOMPANIED MINORS BOOKINGS


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In case UM Booking is cancelled after the seat has been confirmed and UM special Handling Messages have been

sent, the booking office will cancel the PNR segments and send the following message to all concerned addressed

in the handling advice :

CANCELLATION OF UM BOOKING

REF PNR ABCDEF

ALI /KHAN MSTR UM 05 YRS

TRVLG BY PK 711/01JAN KHI JFK HX

(Add connecting other airline flight no. class sector)

ALL TO XX UM HANDLING

Cancellation of UM Bookings will not be accepted on the phone

FARES:

DOMESTIC SECTORS:

UNACCOMPANIED CHILD BETWEEN 5-12 YEARS:

Un-accompanied Child aged between 5-12 years shall be charged 100% of the adult highest Economy, Economy

Plus and Business Cabins fare i.e. Y,P,C on RM sectors and K,P,C on Non RM sectors. Accompanying Air Hostess

shall be optional.

In case of a request for an extra Air Hostess, the charge shall be 100% of the highest One-way Adult fare i.e. Y,P,C

on RM sectors and K,P,C on Non RM sectors of the same cabin in which the UM is traveling.

INTERNATIONAL SECTORS:

UNACCOMPANIED CHILD BETWEEN 5-12 YEARS

On International flights Un-accompanied Child aged between 5-12 years shall be charged 100% of the adult highest

Economy, Economy Plus and Business Cabins fare i.e. Y,P,C on RM sectors and K,P,C on Non RM sectors.

Accompanying cabin attendant is MANDATORY for UM Child aged between 5-8 and shall be charged 100% of

the highest One-way Adult fare i.e. Y,P,C on RM sectors and K,P,C on Non RM sectors of the same cabin in which

the UM is traveling.

Accompanying cabin attendant is optional for UM child aged between 08-12 years.

CHANGE OF BOOKING & CANCELLATION CHARGES :

1. Applicable penalties for change of booking and refund/cancellation of ticket is available currently for all

Domestic/International RM and Non RM sectors.

2. Charges for Extra Cabin attendant as follows:

One free COB 07 days prior to the flight departure.

Within 07 days of flight departure, no change of booking is permissible and hence the ticket will become non

refundable.


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DECODING OF SITA CODE ADRESSES:

KKPK: MANAGER TERMINAL SERVICES

KHPK: TRANSIT CELL UNIT (INTL TRAFFIC)

KYPK: TERMINAL MANAGER DOMESTIC

KFPK: STATION CONTROLLER (TRAFFIC)

UBPK: BRIEFING CONTROL (CABIN CREW SCHEDULING).

UOPK: MANAGER FLIGHT SCH. CREW PLANS.

UFPK: ASSISTANT MANAGER FOOD SERVICES

UMPK: MANAGER OPERATION & SCHEDULING (FLT SERVICES)

UUPK: DISTRICT SALES MANAGER (STATION)

EQPK: SITUATION ROOM.

OJPK: CABIN CREW SCHEDULING.

OAPK: PAX SERVICES AIRPORT

TSPK: TICKET COUNTER TOWN (INTL)

TOPK: MANAGER TICKET OFFICE (STATION)

5.6.5 SOP FOR HANDLING WHEELCHAIR REQUEST

When an incapacitated passenger is requesting reservations, the nature of incapacity, special requirements and /or

conditions associated with the services requested must be recorded in the PNR in “Special Service Requirement”

SSR at the time of booking. This relevant info is obtained from the MEDIF form completed by the passenger and

collected by the booking office personnel.

Incapacitated passenger with limited mobility are provided wheelchair for boarding disembarking Purposes. This

can be availed within airport facilities, before departure, during intermediate stops and on arrival to board disembark

aircraft, following categories of wheelchair can be requested on PIA flights.

DEFINITION OF SSR CODES:

1. WCHC- Wheelchair (C for Cabin seat) Passenger completely immobile .Requires wheel chair to/from aircraft/mobile lounge and must be carried up/down steps and to/from cabin seat. When an escort /service animal is accompanying customer, mention in the PNR & specify the type of animal in free text of SSR item.

2. WCHR- Wheelchair (R for Ramp) Passenger can ascend descend steps and can make own way to/from cabin seat, but requires wheel chair for distance to/from aircraft i.e. across ramp, finger dock or to mobile


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lounge as applicable. When an escort /service animal is accompanying customer, mention in the PNR & specify the type of animal in free text of SSR item.

3. WCHS- Wheel chair ( S for Steps) Passenger cannot ascend descend steps but is able to make own way to/from cabin seat, requires wheel chair for distance to/from aircraft mobile lounge and must be carried up/down steps . When an escort /service animal is accompanying customer, in the hold, mention in the PNR & specify the type of animal in free text of SSR item.

Passengers travelling with their own folding wheel chair or an assistive device may request for it to be carried in the

cabin where storage facilities are available. Such requests shall be on * first come first served * basis. Where such

facilities do not exist the wheel chair or assistive device will be loaded in the baggage hold where it will be easily

accessible for timely return to the passenger.

RESERVATION PROCEDURE FOR WCHR:

If a passenger requests for a wheel chair under SSR code WCHR , for use at airport the seat can be sold directly

through the system by any selling outlet i.e. PIA office GSA, PSA and Travel Agent, except when charges are

applicable and have to be collected against an MCO by PIA booking office.

RESERVATION PROCEDURE FOR WCHS & WCHC:

A passenger who is completely immobile and/or with a medical condition, must be booked under code WCHS and

WCHC (according to requirement) through PIA booking Office/GSA Only.

In case if accompanied by an escort, he/she must be clearly identified in the PNR with relevant details

A single PNR must be created for two i.e. the patient and his attendant by PIA office/GSA ,using code DS, so

that confirmation of seat is given after arrangements have been coordinated and finalized by Special Reservation

desk at Inventory Control.

Medical form and clearance shall be obtained in case of a medical condition as per existing procedure for MEDA

passenger. Thereafter the PNR shall be placed on queue 100 of the respective city .

QP/XXX100/37

Follow up emails must be sent to special reservation helpdesk. [email protected] for finalization of the booking.

This booking /service shall be handled /confirmed by the Special reservations desk at Inventory Control,

E-mail [email protected], who will consult the chart to ensure number of WCHS /WCHC passenger does not

exceed the number approved by Civil Aviation Authority per aircraft /compartment (class) for safe

evacuation of passengers during emergency.

Reservations offices /Special reservations desk shall be responsible for controlling the number of wheel

chairs i.e WCHS AND WCHC only if declared by the passenger at the time of booking.




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CHART WITH NUMBER OF WHEELCHAIR “ WCHS” & “ WCHC” CASES AS APPROVED BY CAA, PER

AIRCRAFT TYPE/CLASS :

AIRCRAFT C P-Y TOTAL C=Business Class P= Economy Plus

Y=Economy

B-747 02 10 12

B – 74M 02 08 10

B-777-300ER 02 10 12

B-777-200LR/ER 02 08 10

A-310 02 06 08

B-737 XXX 06 06

ATR XXX 04 04

It is mandatory to record the details of the Wheelchair in the SSR field of the PNR in the prescribed format

using appropriate SSR codes.

4WCHR 3WCHR

4WCHS 3WCHS

4WCHC 3WCHC

(4 to be used in case of PK flights)

(3 to be used for Other Airline flights)

City /station code must also be mentioned in the SSR/OSI field where wheelchair service is required.

Follow up emails must be sent to special reservation helpdesk. [email protected] for finalization of the booking.



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An OK ticket must only be issued after seat/arrangements have been confirmed by Special Reservations at

Inventory Control .

IMORTANT NOTE::

In case the passenger requesting a wheel chair is immobile and also suffering from a medical condition e.g

need for in-flight oxygen/attendant etc requiring medical clearance(MEDA) the existing special reservation

procedure for incapacitated passengers shall apply.

PRERESERVED SEAT REQUEST:

Seats for passenger with mobility problems cannot be assigned near areas that may impede rapid evacuation e.g.

emergency exit rows, upper decks etc.

Whenever possible they must be assigned seats near to toilets.

Passenger requesting WCHS and WCHC must not be booked in the upper deck of the aircraft.

WHEELCHAIR REQUEST ON A CONNECTING FLIGHT (Other Airline)

In case of request on other airline, Special reservation desk at Inventory control shall be responsible for arranging

the entire transaction. Related information and charges involved shall be arranged in coordination with the

respective Airline and local PIA office.

Charges shall be collected against MCO at the time of ticketing.

AMBULIFTER: will be provided at domestic stations where such facility is available.

Ambulance for pickup and drop should be arranged by the passenger, same information must also be recorded in

the PNR.

Passenger shall make the advance payment for service as applicable at the station of use.

CHARGES FOR WHEEL CHAIR AMBU LIFT ON FLIGHTS IN PAKISTAN

There no charges for use of wheel chair in Pakistan.

CHARGES FOR WHEEL CHAIR AMBU LIFT OUTSIDE PAKISTAN

1. Passengers with obvious disability/handicap, who produce medical certificate issued by a registered Doctor

indicating the nature of illness and need for wheel chair, shall be exempted from the wheel chair/ambu lifter

charges.


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Medical certificate to this effect must be presented at the time of booking so that same can be fed in the PNR by the

staff.

Wheel chair charges when applicable are to be collected at the time of booking/ticketing against MCO by PIA office.

In case above requirements are not met, charges applicable will be collected at the airport.

Wheel chair charges being paid at out stations

There are charges for wheel chair / ambu lift at stations outside Pakistan. Wheel chair charges are to be collected

at the time of booking and/or ticketing when applicable, against MCO.

STATION WCHR AMBULIFTER CHARGES

AL-AIN AED 35/-

ATHENS EURO 20/-

ABU DHABI AED 300/- AED 300/-

- (EFF 01JAN 2009)

COPENHAGEN DKK 500/-

DHAKA USD 10/-

DOHA QAR 200/-

DUBAI AED 105/-

FRANKFURT - DEM 120/-

ROME ITL 130/-

JEDDAH - UNSCO SAR 100/-

- - KAIA SAR 300/-

NEWYORK USD 26/-

LONDON GBP 11/- GBP 31.75


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MANCHESTER GBP 05.80

MUSCAT - OMR 21.00

OSLO NOK 230/-

TASHKENT USD 15/-

BIRMINGHAM GBP 12.61

This circular supersedes all previous circulars on the subject.


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5.6.6 SOP FOR CARRIAGE OF EXPECTANT MOTHER

When receiving a request for reservations from expectant mothers, the reservations & ticketing Agent at PIA Office

should discreetly obtain information about the period of confinement, and any expected complication in delivery

previous case (s) of multiple births. The RTO/RTA needs to emphasize to such passengers, the importance of

obtaining medical guidance from a doctor before making reservations, in the best interest of the expectant mother

and the unborn child.

CONDITIONS FOR ACCEPTANCE

When from this information it appears that no pregnancy complications are anticipated and the expectant mother is

in normal health, she shall be accepted for travel without medical certificate/clearance up to and including 24th

week of pregnancy.

However, if from the information gathered it appears that there is uncertainty in the time of confinement or there is a

history of complication, a medical clearance certificate to travel must be obtained from the passenger even if the

travel is up to and including 24th week of pregnancy.

Travel for an expectant mother from 25th week upto 32nd week shall be subject to a medical certificate from a registered doctor/gynecologist, in addition prior clearance from PIA‟s medical department for travel after the 32nd week of pregnancy and submission of the MEDIF shall be mandatory 72 hours prior departure of your flight.

MEDICAL CERTIFICATE

The medical certificate should be bear a date within seven days and/or at least 72 hours whichever is earlier, prior to commencement of travel. The submission of the MEDIF is mandatory under condition specified by the Airline. It must be completed by a registered gynecologist, clearly stating the month of pregnancy and confirming that pregnancy is uncomplicated. The medical certificate from a qualified doctor must specify the due date and the latest date up to which the expectant mother is expected to be fit to travel by Air. It MUST also be certified by a PIA gynecologist available at the station in case of no availability the form may be certified by a Civil Aviation doctor and or any registered gynecologist at board point. In case the passenger needs to be accompanied by an escort or a qualified doctor same must be mentioned in the MEDIF.


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5.6.7 SOP FOR CHILD INFANT & NEW BORN

CHILDREN AND INFANTS

The term * Children * refers to person over two years but less than 12 years of age. The term

* Infant * refers to children under two years of age.

A child will always require a seat and pay the child fare.

One infant can travel with an adult without occupying a separate seat by paying the infant fare. Checked in

baggage is not allowed. The infant may or may not require a seat depending on the parents / guardians

requirement.

PIA restricts the number of infants that may accompany an adult. This is normally a maximum of two infants per

adult. The second infant accompanying an adult occupies a seat, pays the child fare and is allowed checked in

baggage according to the rules.

When infants are occupying their own seats, indicate the number of seats that have been reserved. Record details

in GFAX & Host facts field.

EXAMPLE

-1KHAN/A MRS 1ALI/MSTR-1/SAAD/C

0PK300Y10FEBKHIISBNN2

4OSI 2 INF/ALI OCCUPYING SEAT 1INF

BASSINET / CARRY COT

Many infants travel without occupying seat. PIA provides bassinets and carries cots for use during fights. PIA

allows passengers to use their carry cots.

The number of bassinets and the locations in an aircraft where a bassinet can be accommodated on one flight are

limited and every request cannot be accommodated, however best efforts are made to provide bulkhead seats for

families travelling with infant so that bassinet is available on the aircraft.

The request must be made at least 24 hours prior departure of the flight so that service can be arranged and

provided and same must be recorded in the host fact field (SSR item) using code * BSCT * for PIA flights and in the

GFAX field if other airline is involved.

NEW BORN BABIES

Carriage of newly born infant will generally NOT be permitted until 07 days after delivery.


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In exceptional /compassionate cases when travel is requested within the first seven days after birth or in cases of

premature birth, acceptance shall depend on the discretion of the Manager /supported by medical clearance

,completion of MEDIF form with prior approval of the passengers doctor and PIA „s medical Doctor. The special

reservation procedure for incapacitated passenger shall apply.

Passenger must be informed to carry the birth certificate of an infant below 3 months of age; they may be requested

to present it at the time of check in , at the airport.


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5.6.8 SOP FOR CARRIAGE OF ANIMALS

CARRIAGE OF ANIMALS IN CABIN

According to PIA policy Live animals (seeing eye dog and /or pet animal cannot be accepted

for carriage in the aircraft cabin but can be accepted in the hold .

ACCEPTANCE OF ANIMAL ACCOMPANYING BLIND OR DEAF PASSENGERS IN THE HOLD ON THE SAME

FLIGHT

When being accepted for travel in the hold of the aircraft on the same flight as the passenger, the reservation

office must add the information in the PNR in the format given below

EXAMPLE OF FORMAT:

4AVIH1/SEEING EYE DOG CONTAINER REQUIRED-1

4AVIH1/ SIZE OF CAGE 35inches x 23 inches x 40 inches

RESPONSE:

SSR AVIH PK308Y01MAR/SEEING EYE DOG CONTAINER REQUIRED NN1

CARRIAGE OF ANIMALS IN THE HOLD AS:

(a) Accompanied baggage

(b) Un-accompanied baggage

ANIMAL AS ACCOMPANIED BAGGAGE ON DOMESTIC FLIGHTS:

The passenger must be advised to contact the local traffic office at least 48 hours in advance of travel

Date of the visually impaired (blind) passenger, to enable the Airline to make necessary arrangements for carrying

the Animal.

The request for assistance must be recorded in the SSR field of the PNR so that special handling unit can make the

necessary arrangements and assists the passenger at departure and arrival airports.

Traffic Office shall be responsible for sending message if interlining is involved.

PIA Call centre at Karachi, shall provide the passenger with the telephone number of Special Handling PIA of

boarding station.


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However the acceptance for carriage is on the discretion of Station Manager /In charge of check-in.

ANIMAL AS ACCOMPANIED BAGGAGE ON INTERNATIONAL FLIGHTS :

The passenger must be advised to contact the local PIA Traffic Controller at International Airports.

48 hours in advance of travel to book the animal and enable the Airline to make arrangements for the carriage of

the animal.

Acceptance of the animal in the hold as accompanied baggage shall depend on the local rules and regulations/

discretion of the Station Manager /In charge at check-in counter.

SIZE OF THE CAGE:

The size of the cage should not exceed the dimensions 35inches x 23inches x 40inches for carriage in the hold.

The size of the Bird cage should not exceed the dimensions 12X18X16 for carriage in the hold.

ANIMALS IN THE HOLD AS UNACCOMPANIED BAGGAGE:

When an animal is to be accepted for carriage in the hold as unaccompanied baggage. Passenger must be

informed to contact PIA cargo office, to obtain details and baggage rates etc.

The telephone numbers of the respective offices i.e. cargo office must be given to the passenger

In case of interlining the same office shall be responsible for coordinating arrangements with the other Airline.

When PIA Contact Centre is approached for information, they shall provide the telephone number of respective

Cargo office and or Traffic office depending on the case.


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CHAPTER 7 TELETYPE REJECTS (TTR)

5.7.1 SOP FOR PROCESSING TELETYPE REJECTS (TTR)

Teletype message is a formatted message used to exchange information between Airlines and associated

industries. When received in correct format (SIPP/AIRIMP) they are processed automatically, and a PNR

is created and/or amendments are made in PIA’s reservation System, but these messages are rejected

when format or logic errors occur and have to be handled manually.

I. Purpose:

To correct Teletype Rejects and return them to the system for auto processing.

II. Scope

Inventory Control & Operations Pricing and Inventory Management System Standards & Support

Selling Outlets


DGM Inventory Control & Operations

Shift Duty Manager/Manager Inventory Control Assistant Manager TTY Rejects

RTO/RTS Analysts

IV. Procedure

The TTY messages when in correct format are processed automatically; however they are rejected when format

or logic errors occur.

These rejected messages are auto Queue - placed on pre-assigned queues for manual handling based on the date of

travel and type of message.

Super High priority 0-1 days flight departure

SHP HIP High priority, 2-5 days of flight departure.

MEP Medium Priority 6-14 days of flight departure.

LOP Low priority 15 plus

HIPS Large Party

REJ Garbled, too long messages.

FAX Name message containing OSI / SSR these queues are worked in order of priority. The flow of the process is as

follows:

1. The TTY Agent sign into the system to access queues retrieves the PNR

2. If found reviews and modifies the PNR

3. If no PNR is found creates a new PNR as per details in the message

4. Ongoing, prompt and accurate action is required to prevent loss of sale/revenue.


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Sabre Restricted Entry Manual (REM)

VI. Related Records

PNR History

Queue Count Record


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PART 6 PIA CALL CENTRE- OUTSOURCED ACTIVITY


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CHAPTER 1 PIA CALL CENTER PROCEDURE (PIA OUT-SOURCED ACTIVITIES)

6.1.1 SOP OVERSIGHT MECHANISM FOR PIA CALL CENTRE

The Call Centre is a part of PIA, outsourced to TERADATA for handling customer calls and responding to queries.

Although the Call Centre is handling a number of functions on behalf of PIA, the below listed are the main areas

which are being handled and monitored by Call Centre.

Inbound

Outbound

Frequent Flyer Program

Training & Quality Assurance

INBOUND

FUNCTIONS

Reservations

Flight Inquiry

Website

Fares

CMS

Email correspondence with the customers

Emergency Response System

EVALUATION

1) Communications (On Call)

a. Greetings

b. Assistance

c. Call Waiting

d. Call Listening

e. Call Interruption

f. Attitude

g. Language

2) Communication (On Email)

a. Courtesy

b. Completeness


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c. Clarity

d. Concise

e. Correct

f. Courteous

g. Concrete

3) Product

a. SABRE Reservations information

b. Flight queries and information

c. Seat Availability

d. Fares (Available in SABRE)

4) CMS

The CMS are evaluated based on Random checks made on the Complaint updated in the system, proper use of

coding and major categories.

5) Attendance

The agent‟s attendance is very important to keep a check on the number of calls answered and in order to avoid

any delay in call handling.

All Supervisors and team leads are involved in testing their inbound agents based on the above criteria through Monthly Written Tests, checking recorded and live calls, making test calls to evaluate Employee Performance.

OUTBOUND:

FUNCTIONS:

Flight Check (International) A week prior to flight departure Ex-Pakistan

Ticket home delivery

Telexes (Flight Delay, Early and Cancellations)

Web-ticketing

VCR checking (in order to ensure all outstanding amounts against reserved inventory is collected)

General Queues (Incidental / Schedule Change etc)

EVALUATION:

The team leads and the supervisors are responsible for ensuring the following criteria:

Quality of Responses (Call, Email)


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Quantity of Responses (Call, Email)

Daily Targets (Being met on daily basis)

Monthly written tests

Supervisor/Team Lead/Process Coordinators go through at least 25 emails of each employee on monthly basis to evaluate the Communication and Product knowledge of the employee.

Refresher Courses are held monthly which includes Product knowledge, communications and related

information.

TRAINING

FUNCTIONS

In-house Training methods

New Recruits Training

Existing Employees Training (As per the schedule)

Update Operational and Training manual

Regular Test calls

The test results directly contribute towards employees annual appraisals

Best practicing employees are selected based on performance monthly and quarterly basis.

PIA MONITORING

PIA monitors the performance based on the daily reports forwarded by the Call Center. Since the current Call

Center System is under expansion and the current system does not have the capability to provide / monitor Real-

time basis performance of In-bound team. In case of complaints, case is referred to the concerned area as well as

the Call Center for initial investigation / evaluation and further necessary action. The methods to evaluate the

performance are as follows:

KPI / SLA Analysis and monitoring of daily, weekly and monthly and annual reports from Call Centre in accordance

with the thresholds defined by PIA as per Agreement related to:

Incoming & Outbound Calls

Pre-Flight Checks, action on Incidental telexes from CRC

Schedule Updates regarding passenger re-accommodation, early / delay departures, route changes etc.

Man-hour utilization Report

Daily meetings / visits to Call Centre

Response evaluation of all agents and respective team leads


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PART 7 - APPENDICES


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CHAPTER 1 APPENDICES

7.1.1 UNACCOMPANIED MINORS DECLARATION FORM

Parents/ guardians and or their representative Travel Agents are advised that if their child is traveling

unaccompanied, they must contact Pakistan International Airlines booking office to make their

reservations, so that PIA can make arrangements to provide the UM service.

Children aged less than 05 years of age will NOT be accepted for travel unaccompanied by Pakistan

International Airlines.

THIS FORM MUST BE COMPLETED AND SUBMITTED ATLEAST 72 HOURS PRIOR DEPARTURE

Distribution of copies: One original with four copies, to be disposed as instructed below:

1. One copy for PIA Booking office.

2. One copy for PIA special handling Unit at the terminal of departure, airport.

3. One original copy for Flight Service crew.

4. One copy for the parent/guardian.

5. One copy for PIA special handling unit at terminal of arrival, airport.

Declaration of Parent/Guardian

As the parent guardian of the child, I authorize Pakistan International Airlines to carry the child on their

flight as an Un accompanied Minor, and the child has a valid passport, required visa / travel

documents/health certificate etc for the trip.

I have authorized the first person named below to bring them to PIA check-in and remain there until

the flight has departed and the second person named below has been authorized to meet the UM at

their destination airport at the scheduled arrival time.

I authorize Pakistan International Airlines to take all action necessary for the UM’s comfort and safety,

(including the provision of medical treatment and their return to the airport of departure) and agree to

indemnify, re-imburse Pakistan International Airlines for any medical costs, return expenses to airport

of departure and any other expense incurred in looking after them and for any damage they do to

Pakistan International Airlines property.


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Reference above to Pakistan International includes any successive carrier.

NAME OF PARENT / GUARDIAN: ______________________________________________

SIGNATURE: ____________

DATE __________

ADDRESS: ______________________________________________________________________

TICKET OFFICE MANAGER PIA: ___________________________ SIGNATURE,

STAMP AND DATE

ASM SPECIAL HANDLING PIA: ___________________________ SIGNATURE,

STAMP AND DATE

FLIGHT PURSER (AREA) FLIGHT SERVICE:_________________________ SIGNATURE,

STAMP AND DATE


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CHILD’S PERSONAL DETAILS PLEASE FILL IN THE FOLLOWING FORM IN INK AND IN CAPITAL LETTERS

FAMILY OR SURNAME:

FIRST NAME: CALL

NAME

AGE: SEX: LANGUAGE(S) SPOKEN:

OUTWARD FLIGHT DETAILS RETURN FLIGHT DETAILS

FLIGHT NO: DATE:

FROM:

TO:

FLIGHT NO: DATE:

FROM:

TO:

ADULT SEEING CHILD OFF ON DEPARTURE: ADULT SEEING CHILD OFF ON DEPARTURE:

RELATIONSHIP TO CHILD: RELATIONSHIP TO CHILD:

ADDRESS: ADDRESS:

POSTCODE: POSTCODE:

TELEPHONE TELEPHONE

MOBILE PHONE: MOBILE PHONE:

ADULT MEETING CHILD ON ARRIVAL: ADULT MEETING CHILD ON ARRIVAL:

RELATIONSHIP TO CHILD: RELATIONSHIP TO CHILD:

ADDRESS: ADDRESS:

POSTCODE: POSTCODE:

TELEPHONE TELEPHONE

MOBILE PHONE: MOBILE PHONE:

SPECIAL INSTRUCTIONS [E.G. MEDICATION, ALLERGIES, SPECIAL DIETARY REQUIREMENTS, TRANSIT DETAILS ETC.


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TICKET OFFICE MANAGER PIA: ___________________________ SIGNATURE,

STAMP AND DATE

ASM SPECIAL HANDLING ARR : ___________________________ SIGNATURE, STAMP

AND DATE

FLIGHT PURSER (AREA)FLIGHT SERVICE:________________________ SIGNATURE,

STAMP AND DATE

(At terminal of Arr)

SIGNATURE FOR RELEASE OF MINOR FROM AIRLINE’S CUSTODY AT DESTINATION

NAME OF PARENT / GUARDIAN___________________ NAME OF ASM:_______________________

PASSENGER HANDLING PIA

At terminal of Arrival

SIGNATURE SIGNATURE:

DATE DATE:


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7.1.2 MEDIF-MEDICAL INFORMATION FOR FITNESS TO TRAVEL OR SPECIAL ASSISTANCE PART-

A

(To be read and understood before filling MEDIF PART-B & PART-C)

All sections must be completed clearly. Use Block letters. The MEDIF should be submitted along with

the latest diagnosis report from the treating physician and the form must be certified /attested by a

PIA Doctor , at least 72 hours before departure of the flight.

MEDIF Part B – To be filled by the passenger or Travel Agent

MEDIF Part C – To be filled by the treating or attending physician

Guidance for Physicians to fill up the form:

The Principal factors to be considered when assessing a patient’s fitness for air travel are:

Reduced atmospheric pressure (Cabin air pressure changes greatly during 15-30 minutes after takeoff and before landing and gas expansion and contraction can cause pain and pressure effects)

Reduction in oxygen tension. (The cabin is at a pressure equivalent to an altitude of 6,000 to 8,000 feet above sea level and oxygen partial pressure is approximately 20% less than on the ground).

Conditions that require Medical Clearance

Passengers with the disabilities listed below, require Medical Approval from Pakistan

International Airlines:

Who require a stretcher?

Who request PIA to provide in-flight oxygen at a pre-determined level, or who are using their own Portable Oxygen Concentrator (POC) or ventilator/respirator.

Who have a communicable disease, infection or condition that poses a direct threat to the health or safety of others on the flight?

Whose medical condition is such that reasonable doubt exists that they can complete the flight safely without requiring extraordinary medical assistance; this includes but is not limited to passengers who:

Suffer from unstable Medical conditions (physical or psychological) Suffered from a recent major medical incident (heart attack, heart failure, stroke, respiratory

failure)


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Pulmonary Embolism/Deep vein thrombosis (DVT). Requires the use of battery powered medical

equipment or need to undertake any medical procedure during the flight e.g.: administering

injections

Suffers from thrombophlebitis Has a complicated pregnancy Are traveling with an infant aged 7 days or less or a premature infant (who does not require an

incubator) or an infant with medical condition An Unaccompanied Minor with a medical condition Passenger on a wheel chair with a medical condition

Therapeutic Dry Oxygen: Pakistan International provides in-flight Oxygen service which is available on

all our aircrafts. This service must be requested at least 72 hours prior to departure. PIA uses the “Zero

2 Plus” oxygen cylinder which is compatible with other medical equipment.

Processing MEDIFS: The MEDIF and the diagnosis report must be received at the Ticketing Office at the

latest 72hours before the travel is due to commence. It must be completed by the attending physician

and certified by a PIA Doctor available at PIA Medical Centre / outstation.

The MEDIF should be completed based on the passenger’s conditions within 10days from the date of

commencement of air travel. PIA must be notified immediately of any change in the patient’s condition

prior to travel. In the event of sudden change in the passenger’s condition same must be conveyed to

the Airline and another medical information form to confirm the fitness of the passenger may be

requested by the Airline, not later than 72 Hours prior departure of the flight.

Passenger may be requested to show the certificate at any time during their flight so they are is

requested to keep this easily available. A separate clearance might be required for the return journey

depending on case to case basis.

Name Family Name: Given Name:


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Date of birth

Telephone /Cell

Number


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MEDIF-MEDICAL INFORMATION FOR FITNESS TO TRAVEL OR SPECIAL ASSISTANCE PART- B

(To be completed by Passenger or Travel Agent/Airline Office in block letters)

1. PASSENGER INFORMATION

2. FLIGHT DETAILS:

2.1. OUTBOUND:

PNR Flight No Date From To Class Status

2.2. INBOUND (RETURN):

PNR Flight No Date From To Class Status

3. PHYSICIAN INFORMATION:

Attending Physician:

Telephone / Cell Number

Facsimile:

Registration Number


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4. NATURE OF INCAPACITATION:

5. ASSITANCE REQUIRED (Tick against relevant):

STRETCHER

OXYGEN

WHEELCHAIR (Specify WCHR,WCHS or WCHC)

SPECIAL MEAL

APPROVAL FOR CARRIAGE OF MEDICAL EQUIPMENTS

NO ASSISTANCE REQUIRED

ASSISTANCE REQUIRED ESCORT NAME

6. PASSENGER’S DECLARATION:

I hereby authorize …………………………………………………………………………………. (name of nominated physician) to

complete Part C for the Purpose as indicated overleaf and in consideration there of, I hereby relieve that

physician of his/her professional duty of confidentiality in respect of such information and agree to meet such

physician’s fees in connection therewith. I take note that if accepted for carriage, my journey will be subject to

the general conditions of carriage/tariffs of the carrier(s) concerned and that the carrier(s) do not assume any

special liability exceeding those conditions/tariffs. I am prepared at my own risk to bear any consequences which

carriage by air may have for my state of health and I release the carrier, its employees, servants and agents from

liability for such consequences. I agree to reimburse the carrier upon demand for any special expenditures or

costs in connection with my carriage. I have read and understood MEDIF Part-A.


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Passenger or Agent’s signature

Date

TO BE FILLED & COLLECTED BY CREW ON BOARD

Number of Bottles required on Board:

Use of Oxygen Bottles 2 LPM/ 4LPM: ______________

Number of Oxygen bottles provided on Board: _______________

Passengers Signature:

Parent/ Guardian

Address:


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MEDIF-MEDICAL INFORMATION FOR FITNESS TO TRAVEL OR SPECIAL ASSISTANCE PART- C

(To be completed by the treating physician in block letters- all sections are mandatory)

NAME OF PASSENGER: ______________ PNR:

__________________________

Section 1: DECLARATION OF ILLNESS, ACCIDENT AND/OR TREATMENT 1: DEC

LARATION OF ILLNESS, ACCIDENT AND/OR TREATMENT

a) Diagnosis and date of onset: ________________________________________________

b) Nature and date of any Surgery (if applicable):__________________________________

c) Prognosis for a safe trip: □Good □Guarded □Poor (Guarded or Poor requires a medical escort)

d) Contagious and Communicable disease (if yes, specify): □No □Yes ________________

e) Intellectual Disability (if yes, specify): □No □Yes ____________________

f) Vital Signs: BP: __________ TEMP: ___________ PULSE: ___________ RESP: _________

g) Sex: _________________Age: _______________________ Weight: ________________

Section


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2: SEATING REQUIREMENTS

Section 2: SEATING REQUIRMENTS

□Upright □Stretcher □Baby cot (can accommodate a baby of maximum 10kgs and 10 months)

Section 3: TRAVELLING WITH OXYGEN

72 Hours notice for oxygen request is mandatory, best efforts will be made to accommodate the request.

Oxygen is dispensed through mask.

Option 1 – Pakistan International Airlines provides aviator breathing oxygen i.e. Dry oxygen without

humidifier) on board in pulsated mode. Tick on the required flow rate.

□2LPM □4LPM

Name of the Treating/Attending Physician: Signature, Stamp and Date

Name of PIA Physician: ___________________________________ Signature, Stamp and Date

Section 4: REQUIREMENT OF ESCORT

Section 4: REQUIREMENT OF ESCORT iii

Is the patient medically fit to travel unaccompanied?

Option 1- YES (Assistance not required)

a. Provide Medication List : b. Other Medical Information :

□ Option 2 – NO (assistance is required)

a. A meet and assist to board and deplane provided by PIA is sufficient.


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b. The patient needs a private escort to take care of his/her needs on board including meals, visiting the toilet, administering medication, etc. If yes, tick against who should accompany the patient :

□Doctor □Nurse □Other if other

c. Is the escort companion fully alert and capable to attend to all the above needs Yes No d. NAME OF ESCORT/COMPANION: A patient at the age of 14 years and or less or at the age of 75 years and or more has to be accompanied by an

escort. (Expense paid by passenger)

HER ARRANGEMENTS

Section 5: DEGREE OFAMBULATION/OTHER ARRANGEMENTS:

1) Wheel Chair Requirement (Tick on the required one):

□ To the aircraft (WCHR)

□ Unable to climb steps (WCHS)

□ Inside the cabin (WCHC)

□ Own wheelchair (Dry cell operated only)

2) Hospitalization/Ambulance Requirement: □No □Yes (if yes, provide Address/telephone details

below):

(Note: All hospital and ambulance arrangements to be made by the passenger including expenses)

a) Origin: _________________________________

b) Destination: ____________________

3) Medication Requirement Onboard: □No □Yes (if yes, please specify below)

_____________________________________________________________

4) Other Medical Information/Request


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a. Cardiac Condition:

b. Pulmonary condition:

a. Psychiatric condition :

b. Seizure :

Name of the Treating/Attending Physician: __________________ Signature, Stamp and Date

Name of PIA Physician: ___________________________________ Signature, Stamp



7.1.3


7.1.4
