To help you service your customers, we have developed a process outlining the steps to take when managing a Qantas NDC booking. If you need assistance, or have a technical issue, it is important that your Technology Partner is the first point of contact to triage the request and identify the source of the issue.
Should support be required for your customer’s Qantas NDC booking, you will need to submit a request to your Technology Partner. Please visit the Approved Technology Partners page for support helpdesk contact details for each Technology Partner.
When submitting a request, please provide as much detail as possible. At a minimum, this should include the Order ID or PNR along with a detailed description of the support being requested.
Once you have submitted your support request, the following scenarios may take place with your Technology Partner:
Support request resolved
Your Technology Partner will identify the issue and notify you when the support request has been resolved.
Unsupported Qantas Distribution Platform servicing feature
If your Technology Partner does not currently support a specific servicing feature, they should inform you. You will then be directed to review the Qantas Distribution Platform Servicing Guide and follow the relevant process for that feature.
Technology Partner system is not working as expected
If your Technology Partner’s system experiences difficulties, such as a system outage, they should inform you of the issue, an expected timeline and notify you once resolved.
Qantas Distribution Platform Technical incident identified
Your Technology Partner will report the incident to Qantas, and Qantas will work with the Technology Partner to resolve the incident. Your Technology Partner should notify you of the status of the technical incident, timeline and when it has been resolved.
If you have an issue that is preventing you from servicing a Qantas NDC booking and your customer’s travel plans are within 1 business day, please contact Qantas Agency Connect for support, providing the Order ID or PNR and an overview of the issue and actions you have already taken. Please visit Help and Support for further information on using Qantas Agency Connect.
The support information above has also been hosted on the What is the Qantas Distribution Platform and Approved Technology Partners (within each Technology Partner profile) pages on Qantas Agency Connect for your reference.