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.
These details 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.
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.
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.
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.
Please also add their contact details in SSR format.
Formats for Customer Contact Details
Please refer to your Technology Partner for any additional information regarding requesting via the Qantas Distribution Platform.
Alternatively, please use the example entry formats below when adding Customer Contact Details.
|SSR CTCM SK HK1 614022345234/P1
|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