Customer Contact Details

On 1 June 2019, IATA updated resolution 830d requiring all Travel Agents to proactively request contact details from customers as part of the booking process. 

This information will be used to assist Qantas to contact customers when there has been a flight cancellation, schedule change or a disruption within the operational window. Adding your customers' contact details to their bookings will ensure a seamless experience when they fly with Qantas.

The information Qantas requires in each booking is a valid mobile number and email address and where possible, this information should be provided for each customer in the booking. If a passenger declines to provide such information, this must be noted in the PNR in accordance with the IATA resolution.

Qantas has commenced sending a message via the GDS if the information provided in the booking is either missing or if we identify the information provided may be incorrect. 

You must add your customer's contact details to the PNR if your customer wishes to provide this information. Customers who do not wish to do so must be advised that they may not receive information from the airline relating to cancellations and disruptions.

General Information

When will Qantas Contact my Customer?

Qantas will only contact your customer when they have been impacted by a disruption within 72 hours of departure. 

We will contact your customer if there is a flight disruption close to departure. Qantas will notify your customer promptly of the disruption and assist if any changes need to be made to their flights and tickets.

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How will my Customer be Contacted?

Qantas will contact your customer via SMS or email using the information in their booking. To enable us to provide the best service to your customer, we request that you add the following contact details to their booking via SSR.

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What if the Itinerary has Flights Operated by Other Airlines?

Please also add their contact details in SSR format.

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Further Information

Please refer to Schedule Change and Disruption Handling Guide for further information.

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GDS Entries for Customer Contact Details

Sabre

Mobile: 3CTCM/614022345234-1.1
3CTCM/614022345234/AU-1.1
Email: 3CTCE/JIM.SMITH//GMAIL.COM-2.1 
3CTCE/JIM.SMITH//GMAIL.COM/AU-2.1 

Travelport

Apollo
Mobile: ¤:3SSRCTCMLHHK1/N1/614022345234
¤:3SSRCTCMLHHK1/N1/614022345234/DE
Email: ¤:3SSRCTCEYYHK1/N1/JIM.SMITH//YAHOO.COM
¤:3SSRCTCEYYHK1/N1- 2/JIM.SMITH//GMAIL.COM/DE
Galileo
Mobile: SI.SSRCTCM QFHK1/614022345234
SI.P1/SSRCTCMQFHK1/614022345234/AU
Email:  SI.SSRCTCEQFHK1/JIM.SMITH//GMAIL.COM
SI.P1/SSRCTCEQFHK1/JIM.SMITH//GMAIL.COM/AU
Worldspan
Mobile: 3SSRCTCMQFHK1/614022345234-1.1
3SSRCTCMQFHK1/614022345234/AU-1.1
Email:  3SSRCTCEQFHK1/JIM.SMITH//GMAIL.COM -1.1
3SSRCTCEQFHK1/JIM.SMITH//GMAIL.COM/AU-1.1

Amadeus

Mobile: SRCTCM-614022345234
SRCTCM-614022345234/P1 
Email: SRCTCE-JIM.SMITH//GMAIL.COM 
SRCTCE-JIM.SMITH//GMAIL.COM/P1

Axess

Mobile: 3SSRCTCMQF HK1/614022345234-1.1
3SSRCTCMQFHK1/614022345234/AU-1.1
Email: 3SSRCTCEQFHK1/JIM.SMITH//GMAIL.COM -1.1
3SSRCTCEQFHK1/JIM.SMITH//GMAIL.COM/AU-1.1

Infini

Mobile: 3CTCM/614022345234-1.1 
3CTCM/614022345234/AU-1.1
Email: 3CTCE/JIM.SMITH//GMAIL.COM-2.1 
3CTCE/JIM.SMITH//GMAIL.COM/AU-2.1

Travelsky

Mobile: SSR CTCM SK HK1 614022345234/P1 
Email: SSR CTCE SK HK1 JIM.SMITH//GMAIL.COM/P1

For additional support, please refer to your GDS Help Pages or contact your GDS Help Desk.

Optional language identifier may be included, e.g. AU, FR, ES, DE, IT
// represents the @ (at sign) if required for an email address
.. represents the _ (underscore) if required an email address
./ is represents the – (hyphen) if required for an email address