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TERADATA PIA CONTACT CENTER

Customer Information Services

Operation Manual

PIA Contact Center Customer Information Services

September 2013 Version 1

Issue and control of PIA Contact Center Queues Product Manual This Manual is the property of PIA Contact Centre. It is not to be reprinted or duplicated without the permission of PIA Contact Centre Management. Revisions are made by amending the content of a topic; the changed topic is given a new Revision Number. The revision status shall also be updated at the index Section of the manual. The page revision will reflect at the footer on each page. It is the responsibility of the Management to upload new version on intranet, and retain old copy as historical record. This document is not to be duplicated. Any one desirous of having a copy for informational purposes should contact the Management, who shall authorize in writing. Compliance with the requirements of this Manual and its referenced documents is mandatory on everyone within the scope of this Contact Centre. All SOPs have been made with the approval of PIA management.



Table of Content

Introduction Pg 5 General Queues Pg 6 General Queues Handling Procedure Pg 6 General Queues List Pg 7 General Queues Scenarios

Confirm From Wait List (HL, JL) Pg 7 Confirm from Pending or Chance (DS) Pg 8 Advice Ticketing Pg 9 Local Contact Collection Pg 9 Passport/APIS/DOCS Details Pg 10 Change of Flight Schedule (SC-UN-UC) Pg 10 Change of Flight Schedule for Other Airlines (TK) Pg 12 Special Reservations Pg 13 Awards Plus Reservation Pg 13 Ticket Home Delivery Pg 14 VCR Validation Pg 21 Web Ticketing Pg 22

WPI Queues WPI Queues for Action Steps for Web Ticketing Description Action Procedure

Northern Area Pg 24 Winter/Summer Schedule Planner (RW) Pg 26 Incidental Desk

AIRIMP Introduction and Policy Pg 28 Standard Message Composition Procedure, Construction Message Element and Sequence

Pg 29

Addressed Department Pg 29 Sender Information Pg 29 Sending Reference Code Pg 30 Email Information Pg 30 Email Format Pg 30 Email Instruction Pg 30 Email Date/Time Pg 31 Handling of Email Messages for KQC Pg 31 Email Action Priority List Pg 33 Email Cut Over Pg 33 Email Check List for All Networks Pg 34

Email Scenarios Early/Delay Departure Pg 36



Early/Delay Arrival Pg 36 Change of Flight Route Pg 37 Change of Aircraft Pg 37 Cancellation of Flight Pg 37 Two Flight Combined Pg 38 Flight Over Flying Pg 38 Flight Re-instated/Reverted Pg 39

Flight Firming Pg 40 Queues Standard Procedure Pg 42 Division of KQC General Queues Pg 45 Do’s & Don’t Pg 45 Queues Standard Remarks Pg 46 Glossary

Standard Short Forms Pg 51 Important Status Codes Pg 54 Important PIC Codes Pg 55 List of Assigned Queues Numbers Pg 56

Queues Selection Keys and Short Entries Pg 58



Introduction

In airline business the term Queue refers to manage all those reservations that require any update or

change, whereby passengers are to be informed about any flight changes or certain specified action is to

be taken on a reservation.

Two main channels are used for this purpose:

1. Automated Queues placement or quipping to particular Queue lists.

2. Action taken against email messages received at KHIRCPK.

Central Reservation Control (CRC) uses both these channels.

PIA Contact Center SABRE city ID is KQC (Contact Center Karachi). All reservation that requires any

action will be Q-placed in Queues of this city.

For purpose of clarity KQC may not be treated as city existing geographically but for the sole purpose of

operational airline requirement.

Queues Department at PIACC has sub divided its work sections into following operational areas for

efficient work handling.

1. General Queues 2. Incidental Changes 3. Flight Firming



General Queues

A number of PNRs/messages are auto or manually placed in the queues of each mechanized city by the

system, awaiting action by that particular mechanized office. All queues must be cleared promptly

according to priority defined against the queue numbers assigned by the system.

1. Confirm from Wait List (HL), Priority list (JL) 2. Confirm from Pending or Chance (DS) 3. Advice Ticketing 4. Local Contact Collection 5. Passport/APIS/DOCS Details 6. Change of Flight Schedule 7. Change of Flight Schedule for Other Airline 8. Special Reservation 9. Ticket Home Delivery 10. Revalidation Reservations / Cancellation of Fictitious Reservations 11. Awards Plus Reservation 12. Ticket Home Delivery 13. Web Ticketing 14. Northern Area 15. Winter/Summer Schedule Planners (RW)

General Queues Handling Procedure

Reservation created by KQC for passengers originating from any geographical location are the responsibility of KQC Queues Department, Queues team shall take all the required actions accordingly.

Reservation created by any station/travel agency for passengers originating from any geographical location are the responsibility of KQC Department, Queues team shall take all the required actions accordingly.

PNRs with KQC – Phone/9- field shall be action upon by KQC for both Domestic and International contacts.

TTY Created PNRs will be queue placed using 5QQ entry to the concern only in the case when passenger’s contact is not responding.

All SABRE host PNRs will be quipped to the respective city/station for further action.

PNRs of returning passengers traveling Ex-Pakistan updated with a local contact will be action upon by KQC irrespective of creating city only for reconfirmation of itinerary. For any other purpose creating/ticketing agent shall be responsible for complete updating/finalizing of PNRS.

PIA Contact Center is authorized and responsible to check and take action on Queues of all station PNRs.

Note:

It is necessary to enter remarks in 5H- along with appropriate action for the purpose of

authentication and follow up at any later stage or in case of complaint by customer.



General Queues List

QL Those PNRs to be placed on which the customer cannot be contacted due contact

not responding and the PNRs to be placed for follow-ups and are the most urgent.

Q 0 Used for finalization


Q 11 Used for urgent (within 24hrs) KL. PNRs with HK status are to be removed from

Queues.


Q 17 Used for KL beyond 24hrs

Q 20 Used for KL beyond 24hrs


Q 33 Used for Schedule Change

Q 34 Unable to contact PNRs to be placed for Early Departure for reattempt

Q 80 Used to update missing local contact numbers

Q 99 Used for VIP PNRs with DS status

Scenarios for General Queues

Confirm from Wait List (HL, JL)

Description:-

When a confirmed reservation is cancelled, the first Priority waitlist PNRS will be cleared from the

waitlist and the segment status is changed from HL to KL. The PNR is then automatically or manually

queue placed to creating city and KQC Queue with status code KL.

KQC will inform passenger about KL status and advise ticket time limit in case of un-ticketed

reservations. If the reservation is ticketed KQC will verify all details and reconfirm the reservation on the

spot. In case customer does not want to travel then the PNRS will be deferred to status DL.

Case # 1: Un-Ticketed Reservation

Call on local contact of passenger provided in PNR.



Greet and identify your organization and yourself after acceptance of call.

Ask for the passenger, if not available then ask the receiver if he/she will be able to convey this

message to passenger.

Inform about the confirmation of the reservation.

Insert ticketing time limit in the reservation as per parameters & offer VAS.

If passenger does not require confirmation then ask for cancellation.

If passenger agrees, update in SABRE his/her preference.

Repeat flight details to passenger.

Case # 1: Ticketed Reservation



As for the passenger, if not available then ask the receiver if he/she will be able to convey this

message to passenger.

Inform about the confirmation of the reservation.

Ask for confirmation or if not interested than ask for cancellation.

If passenger agrees, update his reservation in SABRE his/her preference.

While receiving confirmation it is mandatory to Re-Validate an E-Ticket.

Make sure to reconfirm (RR) the reservation if all details are available and verified.

Offer VAS, update local contact number, correction of APIS.

Repeat flight details to passenger.

Confirm from Pending or Chance (DS)

Description:-

When confirmation is received for a reservation booked on DS the segment status is changed from DS to

KK. The PNRS is Queue placed with status code KK.

Same steps to be followed for confirmation/cancellation of a KK status PNR, as that of a KL segment

status.

Case # 1

Reservation is received in Queues with KK status code.

Passenger is to be informed about confirmation as per KL procedures.

Time Limit is to be added or Re-Validate the reservation as per ticket details

available/unavailable in the PNR accordingly.



Case # 2

Reservation is received in Queues with HK status code, at first glance specific action is not

identifiable.

The history *h will show DS/SS, which will identify the action to be taken.

Passenger is to be informed about confirmation as per KL procedures.

Time limit is to be added or Re-Validate the reservation as per ticket details

available/unavailable in the PNR accordingly.

Advice Ticketing

Description:-

All those reservation, on which time limit is given, must be ticketed before that particular time. At times

due to load or any other necessity of airline business CRC needs to ensure the confirmed flight load and

requires efficient ticketing. Such PNRs are queue placed in particular city queues to finalize them with

PIC Code Need Endorsement.

All PNRs on Time Limit are to be simply Queue Removed.

Check if the time limit is within defined parameter.

If time limit is not within parameter, call passenger and advice for ticketing as per correct time limit.

If the time limit is within parameter but flight is having load and CRC ask for finalizing the booking, call passenger and advice for ticketing.

In case of no-time limit customer shall be advised ticketing time limit accordingly.

Enter proper remarks/time limit as per parameter.

If passenger does not want to travel, ask for cancellation.

Local Contact Collection

Description:-

When local contact of customer is not entered initially in a reservation and passenger needs to be

contacted later, local contact of passenger is to be collected.

For all reservations, it is necessary to provide local origin contact else PWCT (Passenger will contact)

should be inserted. If the customer contacts KQC for any query, ensure that local contact is collected

and entered.

KQC shall action all PNRs originating Ex-Outside Pakistan for local contact collection and/or re-

confirmation.

Call on the given contact of passenger provided in the PNR.

Greet and indentify your organization and yourself after acceptance of call.



Ask for passenger, if not available then ask the receiver if he/she knows the passenger and could

convey this message.

Inform about local contact requirement of passenger.

If available add the contact in reservation, if not available advice the receiver to convey the

message to passenger for local contact of originating city.

Enter proper remarks in reservation.

Passport/APIS/DOCS Details

Description:-

It is mandatory to provide passport details as per APIS rules for all international flights. In case,

passenger fails to provide all details at time of reservation the reservation becomes prone to

cancellation. In such cases CRC enters remarks for collecting details or may cancel the booking.

Call on the given contact of passenger provided in the PNR.


Ask for passenger, if not available then ask the receiver if he/she knows the passenger and could

convey this message.

Inform about the required information of passenger.

If available, add the details in reservation, if not available advice the passenger/receiver to

provide all required details at his/her earliest.


Change of Flight Schedule (SC-UN-UC)

Description:-

Flight schedule changes due to any operational reason result in a change of segment status to SC, UN, or

UC.

SC - Schedule Change. New segment added in PNRS. Change segment status to HK.

UC - Unable to confirm or waitlist. Cancel segment and request an alternate.

UN - Unable to confirm, flight not operating. Cancel segment and request an alternate.

All passengers enlisted on the flight are required to be updated about the changes.

The reason for schedule change can be any of the following:

Change of Equipment (Air craft change)

Change of Flight Number (call sign change)

Change of Itinerary (Flight cancelled or re-routed)



Change of Departure/ Arrival Time (Schedule time change)

When a passenger is informed about the change in schedule it is mandatory to check the history of the

PNRS, in order to verify the prior segment status.

If the reservation was formerly RR then the SC segment must be reconfirmed with following remarks:

5H- RR DONE AS PER HISTORY...KQC/20JAN/1028LT

All un-ticketed SC reservations are to be simply Queue removed,

except E, R, D classes.

Following action parameters must be followed for SC:

Schedule Change Case Action/Inform

Delay Departure 15 Minutes or beyond Club Class passengers

30 Minutes or beyond All passengers

Early Departure 15 Minutes or beyond Club Class passengers

30 Minutes or beyond All passengers

Delay Arrival 15 Minutes or beyond No Action

30 Minutes or beyond Club Class passengers

Early Arrival 15 Minutes or beyond No Action

30 Minutes or beyond No Action

Important note:-

In Schedule change PNRs; use your operational knowledge and judgment about the SC reason.

There could be the FLIFO under the segment, which helps in identifying the correct reason.

Remarks are also a helpful tool in this regard.



FLIFO Command:-

2Flight#/Flight date




message.

Inform about the change of reservation according to required action.


Ask for missing information from the reservation and offer VAS.

If the passenger agrees, update in SABRE his/her preference.

Change of Flight Schedule for Other Airlines (TK)

Description:-

Flight schedule changes of other airlines are received with a segment status of TK.

TK - Other Airline schedule change, new operating times only displayed in itinerary.

All PIA passengers with TK status are to be updated about the itinerary changes. While informing the

customer check the OSI field and the history of the PNRS, in order to verify the prior time for that sector.

In case of an Un-ticketed reservation, only inform the E, R, D class passengers and simply queue remove

the rest.




message.

Inform about the change of reservation according to required action.


Ask for missing information from the reservation and offer VAS.

If the passenger agrees, update in SABRE his/her preference.

Reading OSI Field:-

OSI PK ***PREV TIME FOR UA7346W 13JUN JFKIAD 1225P 147P



OSI Other Supplementary information/Gfax

PREV Previous

UA7346W Airline, Flight Number and Class of Service

13JUN Date of Departure

JFKIAD Origin – Destination

1225P Previous time of Departure 12:25 PM

147P Previous time of Arrival 1:47 PM

Special Reservations

Description:-

Special reservations include many cases only Unaccompanied Minors reservations are to be action upon;

such reservations are queue placed by CRC for KQC to complete PNRS details/requirements.

4UMNR2/UM 09YEARS-1.1 (Enter relevant segment number and name Association)

For other special reservations customers shall be directed to the Local Booking Offices.



Ask the receiver if he/she knows passenger and could provide required details.

If available add the details in reservation and ask passenger to fill Indemnity Bond at PIA

Booking Office in order to confirm the reservation.

If not available advice the passenger to provide all required details at his/her earliest or at the

time of ticketing.


Awards Plus Reservation

Description:-

Those reservations which are created against members points with the consent of members are called

Redemption Ticket.

For Award plus Confirmations:-

There are two methods through which a confirmation is received:



Confirmation receives in Queue

Otherwise confirmation of an award PNRS is processed by Awards +Plus Team.

When a KL reservation is received in queues for awards plus classes namely (A, X, Z) the creating city

should be checked. All KQC reservations confirmation should be received. For all other stations Quip the

PNRS to their respective station. Un-ticketed redemption PNRs are not to be cancelled unless they are

found as duplicate PNRs.

Don’t call on passenger contact.

Check history of PNR, if confirmation is done by CRC and in 6 field – Received field KHIRLPK or

name of KQC FF team member is mentioned, change KL to HK.

Quip PNR to the respective city queue if another PIA station has created the reservation.

For Award plus Schedule Changes:-

The SC process for Award Plus redemption tickets is similar to that of the revenue classes, only un-

ticketed PNRs may simply Queue remove from the Queue. KQC may change the date of travel as well as

the traveling sector in case of an SC if no additional miles are involved while advising customer for re-

issuance if needed.

However, the customer shall be advised to send an email or an online change of booking request at

[email protected] in case of No Show, Class or Sector change and should also be advised that

additional air miles may be applicable.

Ticket Home Delivery

Description:-

Ticket at door step is a value added service of PIA. Delivery of tickets is possible for pure domestic

sectors only where e-ticketing is enabled. Mode of payment is only through cash. Ticket is delivered by

Speedex staff situated at PIA Booking Offices only.

Action Process for KQC:-

Contact the customer to verify the address and form of payment.

Quip the PNRs to the concern city where the ticket is to be delivered.

Update the web-based Home Delivery Database.

Service timings are from 09:00 am to 05:00 pm.

After 05:00 pm Conact Center will not accepts requests for flights operating till 03:00 am next

day. All other reservation to be quipped to the concern queue to be delivered by next day after

09:00 am.

mailto:[email protected]



PIA counters will issue ticket only in the following three slots

09:00 a.m., 02:00 p.m. and 05:00 p.m.

Following is the list of non-service areas for Karachi:

Khuda Ki Basti Taesar Town Manora

Gaghar Phatak Gadap Town Main Hamdard University

Hub Mango Peer to Hub Chowki Gulshan-e-Hadid Phase I/II

Baqai University (Onward

towards to toll plaza)

Onward Gulshan –e- Maymar to

Ahsanabad

Al-Asif Square (Due to law &

order situation)

KNAPP Javed Bahria Haroon Bahria

Murad Memon Goth Hawksbay Lyari

Mushraf Colony Hawksbay Pakistan Steel Town Port Qasim/Bin Qasim

Orangi Town PAF Masroor Base (due law &

Order Situation

Following is the list of non-service areas for Lahore:

Sr. # NAME CODE AREA STATUS

1 AFTER 10KM MAIN GT ROAD SHAHDRAH

KALA SHAH KAKU LHE LHE NSA

SHAH KHALID TOWN / RANA TOWN. LHE LHE NSA

SKA ROAD MURIDKEY LHE LHE NSA

NANGAL SADA LHE LHE NSA

MARKAZ LASHKAR-E-TAYYEBA LHE LHE NSA

SHAAMKEY LHE LHE NSA

RANA TOWN / SHEIKH HOSPITAL LHE LHE NSA

KALA KHATAI ROAD TILL 10 KM LHE LHE NSA




KOT RANJEET / KOT HUSSAIN LHE LHE NSA

JALAL TOWN LHE LHE NSA

NAROWAL ROAD TILL 15KM LHE LHE NSA

2 AFTER 10KM MAIN SHEIKHUPURA ROAD

KOT ABDUL MALIK LHE LHE NSA

KHANPUR LHE LHE NSA

JAVED NAGAR LHE LHE NSA

TAYYEBA IND ZONE LHE LHE NSA

MANDHYALI LHE LHE NSA

MISER KALAR WALA LHE LHE NSA

JOIAN WALA MORE LHE LHE NSA

CIHCKOO KI MALYA ROAD LHE LHE NSA

KILLA SATTAR SHAH LHE LHE NSA

ARIAN WALA MORE LHE LHE NSA

BHIKKI / NAGRA JHUGIAN LHE LHE NSA

FEEROZWATWAN LHE LHE NSA

WARBARTON LHE LHE NSA

NANKANA SAHIB / SHAHKOT LYP LYP NSA

MACHIKEY / BUCHIKEY LHE LHE NSA

GHAZI MINARA LHE LHE NSA

NABI PURA LHE LHE NSA

Sharaq Pur Road SKA after 4-km LHE LHE NSA

FAROOQ ABAD LHE LHE NSA

JANDIALA SHER KHAN LHE LHE NSA




KHANDI JIBRAN LHE LHE NSA

NAIN SUKH LHE LHE NSA

FAIZ PUR INTERCHANGE LHE LHE NSA

KHARIAN WALA LHE LHE NSA

3 AFTER 22KM MAIN FEROZEPUR ROAD

KAHNA / KAHNA NAU LHE LHE NSA

GAJJUMATA LHE LHE NSA

KARAM ELAHI FILLING STATION LHE LHE NSA

ALLOO WALA LHE LHE NSA

GURRO MANGAT LHE LHE NSA

KAHNA KACHA ROAD TILL 10 KM LHE LHE NSA

PURANA KAHNA LHE LHE NSA

PAR MATHEY LHE LHE NSA

JULKEY LHE LHE NSA

SUA HASIL & SUA HASIL RAIWIND ROAD LHE LHE NSA

LAL YANI LHE LHE NSA

WADANA LHE LHE NSA

PALO LHE LHE NSA

NABI BAKSH LHE LHE NSA

GANDA SINGH LHE LHE NSA

KHUDIAN LHE LHE NSA

THEENG MORE LHE LHE NSA

BHAI KOT VILL LHE LHE NSA

LAKHOKI VILLAGE LHE LHE NSA




SADOKI VILLAGE LHE LHE NSA

KACHA STATION LHE LHE NSA

JANJATEY VILLAGE LHE LHE NSA

ARAIN VILLAGE LHE LHE NSA

JIA BAGGA LHE LHE NSA

KARTHAL VILLAGE LHE LHE NSA

JODHO DEER LHE LHE NSA

WATNA LHE LHE NSA

LADEY KEY LHE LHE NSA

PANDOKI LHE LHE NSA

PATJAIN LHE LHE NSA

MANGA ROAD LHE LHE NSA

DARAS ROAD LHE LHE NSA

MALL VILL LHE LHE NSA

SULTAN KEY LHE LHE NSA

Jati Umra/ Badoki/ Beli Pur LHE LHE OSA

MANAK LHE LHE NSA

KOT RADHA KISHAN LHE LHE NSA

RAJA JANG /SATTOKI LHE LHE NSA

4 AFTER 22KM MAIN MULTAN ROAD

CHUNIA LHE LHE NSA

HABIB ABAD LHE LHE NSA

LOHARAN WALA KHOO LHE LHE NSA

SUNDAR LHE LHE NSA




ADDA BATH LHE LHE NSA

SHAMKI BHATTIAN LHE LHE NSA

BATH WALA LHE LHE NSA

CHAH TAMOLI LHE LHE NSA

TALAB SARAI LHE LHE NSA

QILA DAOOD KA LHE LHE NSA

QILA SAMIKA LHE LHE NSA

MANGA VILLAGE LHE LHE NSA

NATHO KHALSA LHE LHE NSA

GOLDEN CHAK # 65 LHE LHE NSA

DINA NATH LHE LHE NSA

SARA LHE LHE NSA

JAMBAR KALAN LHE LHE NSA

SARAI MUGHAL LHE LHE NSA

HALEEB ROIEE LHE LHE NSA

JAMBAR ADDA LHE LHE NSA

5 GENERAL INFO OF OSA/NSA AREA OF LHE STATION

AFTER BHOPTIAN CHOWK AT 10 KM RAWIND ROAD LHE LHE NSA

ALL VILLAGES AROUND JALLO VILLAGE LHE LHE NSA

ALL VILLAGES AT BADIAN ROAD AND DHA LHE LHE NSA

HADYARA VILLAGE LHE LHE NSA

DHA phase-6(Sajpal Village), LHE LHE NSA

Askari-11 Bedian Road, Ledharh Village LHE LHE NSA

Sui Gas/State Life Society all phases Kamahan village/road DHA LHE LHE NSA




BHARIA TOWN ALL SECTORS LHE LHE NSA

SUKH CHAIN HOUSING SOCIETY LHE LHE NSA

NFC HOUSING SOCIETY PHASE-II LHE LHE NSA

AWT SOCIETY ALL PHASES LHE LHE NSA

LAHORE CITY HOUSING SOCIETY LHE LHE NSA

DHA RAHBER SOCIETY ALL PHASES LHE LHE NSA

KHAYABAN-E-AMEEN/LAKE CITY LHE LHE NSA

DEFENCE ROAD(BHOOPTIAN CHOWK TO KAHNA) LHE LHE NSA

SAGIAN BY PASS LHE LHE NSA

SHAZOO LABORTARY LHE LHE NSA

BABU SABU INTERCHANGE LHE LHE NSA

KHOKHAR TOWN LHE LHE NSA

KHOKHAR VILLAGE LHE LHE NSA

BHOMBAY JHUGIAN/CHOWK LHE LHE NSA

AMIR KANDA BUND/RING ROAD LHE LHE NSA

WASA DISPOSAL BYND/RING ROAD LHE LHE NSA

KAROL GHATTI BUND/RING ROAD LHE LHE NSA

LAKHODER VILLAGE RING ROAD LHE LHE NSA

MEHMMOD BOOTI RING ROAD LHE LHE NSA

WAHGA LHE LHE NSA

PASEEN JALLO LHE LHE NSA

NATTAN JALLO LHE LHE NSA

NATHOKI JALLO LHE LHE NSA

DHAIWALA AWAN JALLO LHE LHE NSA




ATTOKEY AWAN JALLO LHE LHE NSA

TAQI PUR JALLO LHE LHE NSA

CHEPPA JALLO LHE LHE NSA

NATT VILLAGE JALLO LHE LHE NSA

AUTAAR VILLAGE JALLO LHE LHE NSA

GHURKI HOSPITAL JALLO LHE LHE NSA

DOGAICH BARKI ROAD LHE LHE NSA

MARRAL MARHI BARKI ROAD LHE LHE NSA

BURKI VILLAGE LHE LHE NSA

GREEN CITY BURKI ROAD LHE LHE NSA

PARAGON CITY BURKI ROAD LHE LHE NSA

MANAWALA VILAGE BURKI ROAD LHE LHE NSA

GOHAWA VILLAGE BURKI ROAD LHE LHE NSA

BAOO WALA / DULLO KHURD BURKI LHE LHE NSA

MEHFOOZ SHAHEED GARRISON BURKI ROAD LHE LHE NSA

LAHORE SCHOOL OF ECONOMICS BURKI ROAD LHE LHE NSA

IMPERIAL GARDEN BURKI ROAD LHE LHE NSA

LACAS SCHOOL SYSTEM BURKI ROAD LHE LHE NSA

DHA PHASE-6,7 & 8 AND ONWARD LHE LHE NSA

JARAHAN WALA SARAKPUR ROAD TILL 20 KM LHE LHE NSA

VCR Re-Validation

Description:-



Those PNRs which are modified in itinerary by customer and tickets are not updated after collecting

Difference of Fare (DOF) or Change of Booking (COB) are auto placed in Q-502 for VCR revalidation

purpose through system generated city code (CQX). Q-502 has been assigned for VCR revalidation

purpose.



Ask the receiver if he/she knows the passenger and could forward him/her this message.

If available, advised to update their VCR accordingly within 12hours else the reservation shall be

cancelled.

PNRs that are already been advised twice and have not been updated by given time limit are to

be cancelled.

We have to make call on the provided numbers irrespective of the originating city; it will not be

marked as no local contact number.

Web Ticketing (WPI)

Description:-

Those reservations which are created and ticketed at the time of booking from PIA website are called

web ticket. The Queues allotted for instant ticketing PNRs are the responsibility of KQC to access and

action accordingly when required. The pseudo city code for web ticketing is WPI. All transactions are

done through SSW Sabre Sonic Web. All web ticket PNRs will be queued in Sabre Sonic Reservation

System which will be monitored by Contact Center agents on 24/7 basis. PIACC will call passenger and

follow verification process and shall remind to carry required documents at the time of check-in.

Case # 1 (a) Successful Ticket with Verified Details

Those PNRs which are created from PIAC website and successful ticketed will be queue placed in WPI 09

queue for verification purpose.



If available, verify last/first name of passenger, Date of Birth & Address and last four digits of

credit card & its expiry date which already mention in PNR.

Update standard remarks.

Advise passenger to carry required documents at the time of Check-in.

Offer VAS & missing details to avoid cancellation.

After verification of all details queue place the PNR in WPI 400.

Case # 1 (b) Successful Ticket without Verified Details



Those PNRs which are not being contacted or verified details will also be placed in WPI 400 with standard remarks for further action by PIA. It should be carefully monitored that in case of non-verification of details, the PNR should mark as SUSPICIOUS. Case # 2 Un-Successful Ticket Those PNRs which are created from PIAC website but due to any error ticket has not been issued will be queue placed WPI 09 for further action.



Enlighten customer about failure of ticketing.

Cancel the reservation and advice for re-attempt or advice time limit if passenger agrees to purchase ticket from PIA counter or travel agency.

After advising queue place the PNR in WPI 401. Case # 3 Schedule Change Those PNRs which are created from PIAC website and their flight schedule has been changed will be queue placed in WPI 17or WPI 33. Normal change of flight schedule will follow. Case # 4 Change of Booking/Refund Web ticket can be cancelled on telephone by providing alternate segment. When cancelling a confirm segment, inform passenger about cancellation charges if applicable. If he/she agrees to pay then do and also put appropriate remarks in following format. In case passenger wants to cancel full itinerary and wants Refund then enlighten him/her about cancellation procedure and forward the email address of web ticket refund department for direct correspondence [email protected]. Case # 5 Time Limit Reservations Those reservations which are created on time limit will be auto queue placed in WPI 60. It has to be ensured that the PNR is complete before removing it from the Queue. WPI Queues

Queue Description

WPI 0 Used For Finalization

WPI 9 Used For Verification

WPI 17 Web Ticket Schedule Change

mailto:[email protected]



WPI 33 Web Ticket Schedule Change

WPI 60

WPI 62

WPI 63

WPI 400 Tickets that have been verified by KQC or unable

to contact PNRs with ticket number are to be

placed in this queue.

WPI 401 Needed to be reconfirmed with remarks ticket

with TAW status to be queue place in this queue.

Northern Area

Reservation

The Northern Area flight operation is subjected to weather, therefore only waitlist reservations can be done by PIACC.

KQC shall check the Queue 333/334 on which PNRs pertaining to Northern Areas are placed by CRC.

First check shall be made between 1000 – 1100 hours

Second check shall be performed between 1230-1300 hours

CRC shall re check the flight and accommodate the passengers and subsequently place the PNRs again on Q333/334.

KQC shall make the Final check between 1530-1600 hours

KQC to advise confirmation to all passengers, incase confirmations are not received within 0400 hours all such PNRs are to be deferred; PNRs shall not be DL without attempting to reach customer twice as for Contact Centre the cut-off time for PNR finalization of next day flight has been reduced to 0400 hours from the time of confirmation.

PNRs requiring urgent action i.e. VIPs, patients, purged backlog PNRs, split family PNRs etc. must be placed on HEU Queue 500 with relevant remarks in 5H REMARKS.

Before finalizing the next day flight KQC Queues Department shall cancel all Fresh DS segments on as and when seen basis. PNRs for VIP customers or having WL or HK segments of any previous day flight in history will not be canceled.

Non-updated UN – SC shall be cancelled incase confirmations are not received by passengers within 0400 hours.

DS and un-ticketed PNRs will not be entertained for confirmations except on cancelled flights backlog. CRC shall close all next-day flights incase of Northern Area flight cancellations, no Waitlist or DS shall be created till flights are resumed



No creation of fresh GN status PNRs shall be done by KQC Reservations Department. All Group Booking requests for Northern Area shall be advised to contact Local PIA Offices.

Passenger contacts are mandatory for reservation; in case of no customer contact reservations will be cancelled.

Photo ID/ NIC to be firmly advised to all passengers for ticketing and to be carried for check-in.

On open-for-sale flights in system availability within 24 hours of flight departure, fresh PNRs maybe created with 01 (one) hour time limit. Until auto-cancellation by RIM is effective, KQC must keep a follow-up of PNRs created on time limit and cancel them accordingly. If flights show availability in the system beyond 24 hours (07 days to 24 hours prior to departure), fresh PNRs maybe created with 06 hours time limit from PNR creation.

Confirmed PNRs must not be created after 2200 hours. Passengers travelling ex-ISB/PEW should be asked to contact airport service counters. Waitlist to be curtailed to saleable AU on all Northern Area sectors.

KQC must keep in mind that PIA Sales Offices in GIL/KDU/CJL close at 1700hrs.

Confirmation

Post arrival of flights in Islamabad, system will auto KL the waitlist passengers for the next day flight.

Confirmations will be queue placed on KQC designated KQC queues as follows:

Flights ex ISB/PEW KQC 333

Flights ex KDU/GIL/CJL KQC 334

Flights ex ISB/PEW KQC 335

Cancelled Flights ex KDU/GIL/CJL for advising UN/KK KQC 336

KQC to ascertain confirmations are advised timely to all customers.

KQC on informing KL/KK will REVAL the reservation.

If the passenger does not accept the confirmation, the seat will be cancelled (DL) by KQC.

In case wrong contact is given, KQC will wait till 16 hours before flight departure before cancelling the seat – giving the passenger required/sufficient time to call for reconfirmation. Check VCR to ensure that it is not already REVAL by the passenger through a PIA Sales Office before cancelling segment.

In case passenger is UNABLE TO CONTACT (no response) for 02 hours from confirmation and upto 16 hours before flight departure, KQC will cancel (DL) the segment. Queues team will attempt Unable PNRs twice in KQC – Q/339.

When seats are offered in a lower/higher RBD and passenger accepts the confirmation, they must be advised to reissue the VCR before check-in.



In case of manual confirmation and individual placement of PNRs by HEU on KQC queues, Queues agents must also place the LD of that on queue for re-checking the VCRs etc.

Please check VCRs vigilantly - as VCR may already be REVAL by a PIA Sales outlet directly by the passenger before KQC has called in to inform confirmation - before cancelling segment.

CANCELLATION of FLIGHTS

On cancellation of flights HEU will adjust the flight load for next flight and place the PNRs in KQC – Q 336.

KQC will inform all customers and REVALIDATE all confirmed reservations.

The Unable PNRs will be attempted twice in KQC – Q 339.

KQC must preserve LD of cancelled flight by queue placing on a designated queue. Above is for strict compliance.

Winter/Summer Schedule Planner (RW)

The winter and summer schedule flight plans are ensured to be actioned based on the email sent by PIA – RWPK, therefore all flight actions by PIACC will be taken according to the RW Summary email sent by KHIRWPK.

RW Schedule Planner has the following five types:

Early Departure

Delay Departure

Multi Departure (may be early or may be delayed which is to be finalized in Summary email sent by KHIRWPK)

Cancelled Flight

Added flight.

Open Flights

In the above flight frequencies (open date and close date of the flight defined in RW email) and multi

departure flights are finalized in Summary Email sent by KHIRWPK.

For Example if following email is received:



Then flight PK 722 operating on Tuesdays only is to be loaded for the defined date range (for example:

November 06th-March 05th) only.

Moreover, if any flight date range is defined as 01-Nov-2012 to open then only fifteen frequencies (15

weeks) is to be loaded in the Queue.

PIACC is assigned with Queues starting from 200 till 299, in which KQC shall load the flights as per the defined following priorities, as well as according to the service date:

Early flights has the highest priority, hence shall be actioned as soon as received.

A cancelled flight in RW has the second highest priority which is also to be actioned as soon as received.

Third Priority is given to the delay departure in RW.

Flights which are within seven days (7-Days) of the flight departure are to be treated as email flights.

In case of time difference PNRs separate Queue may be assigned for the following shift.

Unable PNRs for domestic flight are queue placed in 299 and for international PNRs 298 Queue is allocated.



Incidental Desk

Definition: -

Email:

N – International system of telegraphy by Tele printers using the public

telecommunications network.

V – Send, or communicate with, by Email.

In airline industry email is used to send message to other stations and departments.

AIRIMP Introduction and Policy:-

In order to ensure uniformity, understanding, accuracy and economy the number of airlines(s) of the Air

Traffic Conference of America (ATC) and those of the International Air Transport Association (IATA) have

developed the standard ATC/IATA Reservation Interline Message Procedure (AIRIMP) for the purpose of

Communicating with each other when making interline reservation whether by manual, mechanical or

computerized reservations systems.

These interline reservations message procedure between ATC members, IATA members and members

who are associated with either or both shall be in accordance with IATA Resolution 720-Interline

Passenger Reservations Procedures (SIPP) both of which recognize the subject rules and message

procedures.

When it is necessary for any members to use plain language in reservation messages the element of

message will be constructed in the sequence as outlined in AIRIMP (Passenger):

A ATC

I IATA

R Reservations



I Interline

M Message

P Procedure

Standard Message Composition Procedure

This procedure is recommended for all types of reservation messages except for the availability status messages.

Always use block format while writing reservations messages, that is start each element or itinerary of an element on a separate line in the sequence shown below.

The standard reservation message construction is divided into elements, and an element may consist of more than one item. The elements may be mandatory or optional.

Construction, Message Elements and Sequence

Priority

Address Element (mandatory)

Communication Reference (mandatory)

Message Identifier (where applicable)

Record Locator

Name (mandatory)

Arrival Element (mandatory. when not part of the record locator)

Segment Element (mandatory) with action identifier (when required)

Subsequent Segment Element (where applicable)

Auxiliary Services (where applicable)

Supplementary Element (where applicable)

End of the text (mandatory).

Addressed Departments

Sample Addresses

KHITOPK, KHIRUPK, KHIKKPK, KHIKHPK, KHIKFPK, KHISBPK, KHIOAPK, KHIREPK, KHIRWPK, KHIHQPK

The above sample addresses are the email addresses of different PIA departments.

These addresses are displayed at the top of email received and will have the same format as shown above.



If there is more than one recipient then it is mandatory for the first recipient on list to take action.

This means that actual information is being addressed to first on the list and rest has received it

for information purposes.

Sender Information

Immediately after receiver’s addresses, address of the sender is displayed.

The format of sender’s address will be same however a dot is displayed before it that differentiates it as a sender’s address.

.LHEMMPK

Sending Reference Code

Beside sender email address, a 6-digit number is displayed that reflects the date and time of message

creation (DDHHMM).

LHEMMPK 250454/6Q64273AC (or we may make our own EMAIL ID with the help of station sending

date and sending time)

Bold text shows reference number in the above example

Email Information

After email reference, comes the email body and text of information conveyed. e.g.

PK551-552/29APR KHI-GWD-PSI-KHI NOW WL O/F PSI ND TERMINATE AT GWD AS UNDER X

PK551/29APR DEP KHI 1315LT ARR GWD 1515LT X PK552/29APR DEP GWD 1535LT ARR KHI 1715LT X.

In the above message flight routing has been changed and one sector has been excluded from the flight

routing.

Email Format

Taking action on email message is only possible if the recipient has understanding of the format and

matter of information as per AIRIMP.

The format used by the EMAIL messages is usually in the abbreviate form and are not complete

sentences. It is of great importance that the email message be correctly communicated for proper

understanding and action.

The abbreviations used are in the English Language and words are formed usually without vowels.



At the end of each sentence an X is used to represent a full stop.

The end of a message is always marked with the sent time of the message to mark closure.

Email Instruction

After actual text and body of message, specific instructions are displayed about action to be taken. Some

messages are just for information and some are required an appropriate action to be taken.

e.g.

THIS IS FYI ND NEC ACTN

ALL TO NOTE ND ADV TO PAX ACCDLY

ALL TO NOTE ND INFM PAX ACCDLY TO AVOID ANY MISHNDLG/COMPLAINT

Email Date & Time At the end of the EMAIL message the date and time is prominently displayed.

e.g. 13MAY09 0107Z

Date Zulu Time

Time will always be ZULU time (GMT); if the recipient wants to check the local time, then it should be

converted according to the time difference. (It is not applied on RR email)

e.g. 0722 Z + 0500 = 1222 (PST)

SABRE Entry to convert 0050 Zulu time to Karachi time

T¤ET0500QZX/KHI

Response:

KHI 1100

Handling of Email Messages for KQC

Below explained is the method of action on email along with some email cases for clearer

understanding:

Understanding Emailes:-



Sender Identify the sender of the Email message before taking action; incase of following senders email

message will be action by KQC

From:

KHIRRPK (Central Reservation Control)

KHIOVPK (Advance Operation)

KHIOCPK (Current Operation)

KHIRWPK (Procedure Bureau)

SUPZQP (CRC Supervisor – Europe, USA & Canada)

SUPZQR (CRC Supervisor – Saudi Arabia)

SUPZQT (CRC Supervisor – Far East, KBL, DEL, BOM, DAC)

SUPZQV (CRC Supervisor – Domestic Prime Stations (KHI, LHE, ISB,PEW))

SUPZQY (CRC Supervisor – UK)

SUPCQO (CRC Supervisor – Middle East & Gulf)

SUPHEU (CRC Supervisor – Northern Area)

SUPZQK (CRC Supervisor – Domestic other than Prime Stations)

Message

Decode the email text to understand the message clearly in order to take appropriate action.

Email Sent/Received Time

Convert the email time to local time and calculate the time available for taking action on the message, it

may either be for urgent action or may be marked as follow up. (Do not convert time on “RR Email”)

Action Procedure # I

Use SNM application to send SMS in case of delay / early Domestic Flight. And international flights originating from PK stations

Load the flight in the particular email queue.

Upload the email on Q-Pages and email Sheet as well.

Action flight as per the email in-case of any subsequent changes action accordingly.

Check the Queue Administration page for previous flights, as it should not have entries more than 3 days prior to current date.

For RW email, 15 frequencies are to be action upon for Ex-Pakistan flights that are operating early.

Action Procedure # II





Ask for passenger, if not available then ask the receiver if he/she will be able to convey the

message.

If available, inform about the changes in reservation according to email message.

Advice for confirmation, if passenger is not interested to travel then asks for cancellation.

In case passenger agrees for cancellation, offer alternate and advice change of booking charges

and make reservation according to passenger preference.

Update his/her origin & destination numbers if not available in PNR.

If passenger agrees in changes of reservation then update in SABRE according to passenger

preference.

Steps for Action

Check the flight info by using FLIFO entry.

Check the flight departure time and take action accordingly.

Follow up can be marked if flight is beyond 2 days (48 hours) for domestic and 3days (72 hours) for International flights.

To take action on a flight load the passenger list in queue.

For cancelled flights LX and LD both to be loaded in queues in case any passenger was not provided an alternate and LD still exists.

Count the number of Total, KQC and WPI created PNRs.

Do not quip the PNRS to any agency/booking office, take action on all PNRs and remove from queue irrespective of flight date (as all given contacts in WPI PNRS are to be contacted).

Enter appropriate remarks in 5H / 9 fields, end transaction and remove PNRS from queue.

Email Action Priority List

Club class passengers to be advised first.

Followed by KQC created passenger PNRs.

Then action WPI created web PNRs.

Lastly action other stations and TTY PNRs.

Email Cut Over Time

1. The email Action cut over time due Check-in time restraints is defined as follows:

Domestic flight email = 02:00 hours before departure – Flight between 02:00 hours to 01:00 hours,

Business Class will be informed.

International flight email = 03:00 hours before departure – Flight between 03:00 hours to 02:00 hours,

Business Class will be informed.



2. Action cut over for a follow up email is 2 days for Domestic and 3 days for International flight 3. In case of low seasonal and incidental load, do not wait for cut over time but start the action.

Email Action Check List – Entire Network

Sector Priority Cases Schedule Changes Action Status Penalty

To Pakistan

1 Delay Arrival (Miscons)

30 mins and above Miscon Passengers No COB

charges on Miscon

2

Early Departure

15 mins to 30 mins Club Class Only No COB Charges for SC beyond 0130

hours 30 mins and above All Passengers

3 Flight Cancelled

All Passengers No COB Charges

4 Delay

Departure

02 hrs and above UK Flights No COB Charges for SC beyond 0130

hours

03 hrs and above USA/Canada/Europe

04 hrs and above All Network

5 COE/Class

Operating All Economy

Club Class Passengers NO COB charges

6a Flight Re-routed

All Passengers No COB Charges

6b Flight

Combined

All Passengers of affected flights

No COB Charges for SC beyond 0130

hours

6c Flight

Overflying

All Passengers of affected sectors


hours

7 Sector Change


No COB Charges



8 Flight Diverted


No COB Charges

9 Flight Re-instated


No COB Charges

10 Call Sign Change



hours

Email Action Check List – Entire Network

Sector Priority Cases Schedule Changes Action Status Penalty

Ex Pakistan

1 Delay Arrival

(Miscons) 31 mins and above Miscon Passengers

No COB charges on

Miscon

2 Early

Departure



3 Flight

Cancelled All Passengers

No COB Charges

4 Delay

Departure



5 COE/Class

ATR Operating All Passengers NO COB charges Operating All

Economy Club/Economy Plus

6a Flight Re-

routed All Passengers

No COB Charges

6b Flight

Combined


No COB Charges

6c Flight

Overflying


No COB Charges

7 Sector Change


No COB Charges

8 Flight

Diverted


No COB Charges

9 Flight Re- All Passengers of No COB



instated affected flights Charges

10 Call Sign Change



hours

Email Scenarios

Email that causes incidental changes in the itinerary has to be communicated to the customers.

Consequent revisions may alter flight number, date of travel, scheduled departure - arrival time and

class of travel and needs to be advised to passengers by Queues.

Following are some email scenarios explained for better understanding:

Early/Delay Departure of Flight

Description:-

It is extremely important to inform passengers of earlier or delayed flight departure else passenger may

fail to report for the flight which could result in no shows or may have to wait for long. Non

communication of such changes, result in misconnections and generate complaints.

Only Club Class passengers are to be informed if flight schedule changes are 0015 hours and above.

If there is a change in flight schedule of 0030 hours and beyond all passengers of the flight are to be

updated regarding the new flight schedule.

Flight to be queue placed in KQC Queues using LD command.

LD FLT NUM / DTE ORIGN DESTINATION – Q NUMBER

Early/Delay Arrival of Flight

Description:-

Changes in Flight arrival timing are to be informed to passengers in order to avoid complaints and

onward misconnections.

A change in arrival time of 0030 hours and above has to be informed to all passengers.

Only Club Class passengers are to be informed if flight schedule changes are 0015 hours or above.

Flight to be queue placed in KQC Queues using LD command.




Change of Flight Route

Description:-

Changes in the flight route are to be informed to passengers for cancelled sectors or for subsequent

changes in the flight routing/schedules.

Queues team to provide passengers with alternates for onward misconnections in same class of travel

as per the VCR.

Flight shall be queue placed in KQC queues using LD, LDN and LX commands.


LDN FLT NUM / DTE ORIGN DESTINATION – Q NUMBER

LX FLT NUM / DTE ORIGN DESTINATION – Q NUMBER

Change of Aircraft

Description:-

Aircraft changes may result in class down-gradation, Club Class or Economy plus Class customers may be

transferred to Economy that requires to be conveyed to passengers.

Passengers are entitled to refund if the Class of travel has been downgraded. This means business class

passenger traveling in economy/plus due to change of aircraft, will get refund provided they retain the

copy of ticket and boarding pass.

Flight will be queue placed in KQC queues using LD, LDN and LX command, also check for all nested

classes.

LD FLT NUM CLS DTE ORIGN DESTINATION – Q NUMBER

LDN FLT NUM CLS DTE ORIGN DESTINATION – Q NUMBER

LX FLT NUM CLS DTE ORIGN DESTINATION – Q NUMBER

Cancellation of Flight

Description:-

When a flight is cancelled passengers are usually given an alternate flight for the same sector/route, if

passengers agree to travel on the same; reservation should be confirmed by Queues.

However when no alternate flight is provided, passenger may avail any subsequent flight as per his

preference or may get the ticket refunded from his travel agent or PIA booking office.



Queue placed in KQC queues using LX, LD and LDN command.




Two Flights Combined

Description:-

When two flights operate as combined the flight number shall be of the new flight, which will be

operating, and not the one, which is being combined.

Flight will be queue placed in KQC Queues using LD, LDN and LX of the cancelled flight, in case of revised

timings upload the LD and LDN of original flight also.




Flight Overflying

Description:-

When a flight is operating with stop over and due to any reason, flight overflies that particular station

and operates direct origin to destination.

Flight will be queue placed in KQC Queues using LD, LDN and LX of that particular station.






Flight Re-Instated / Reverted

Description:-

All passengers should be informed about the re-instated status, even if the previous status was not

informed to customers.

Flight will be queue placed in KQC queues using LX and LD command.

LD FLT NUM CLS DTE ORIGN DESTINATION – Q NUMBER (To check for SC/HK of TTY PNRs)

LDN FLT NUM CLS DTE ORIGN DESTINATION – Q NUMBER (To check all missing PNRs)

LX FLT NUM CLS DTE ORIGN DESTINATION – Q NUMBER (To check previously cancelled PNRs)

Flight Firming

Description:- PIA has defined Pre-Flight Check procedures for Contact Center. According to which a 7 days prior re-confirmation process is followed by contact center for all international flights departing from Pakistan that have a load factor of 85% and above.

Action Procedure # I

Load the entire flight in a queue. (e.g. Q 400) Note down the total load of Club and Economy PNRs.

Load the Non-Reconfirmed PNRs in a Queue. (e.g. Q 401) In the same queue start taking action on all Non-Reconfirmed PNRs

All non-reconfirmed PNRs to be action upon as per the standards SOP and quipped to a separate queue. (e.g. Q 402)

Scan remarks for reporting.

Complete the flight check web report once the count is done.

Action Procedure # II


Greet your organization and yourself after acceptance of call.

Ask for the passenger, if not available then ask the receiver that he/she will be able to convey

this message to passenger.

If available, ask passenger that he is definite on particular flight.

If agrees then check all mandatory field, APIS and verify it from customer and re-confirm his/her

reservation.

Offer Value Added Service



If he/she does not agree then ask for cancellation, offer alternate and advice change of booking

charges. (normal cancellation policy apply)

Things to Remember

1. Always note down the total load, non-reconfirmed and reconfirmed reservation count both for Business and Economy individually before taking action.

2. Always use standard remarks. 3. Reports for Business Class and Economy should be submitted separately. 4. Always quip the PNRS to a particular queue after taking action. 5. Before submitting the report, make sure the following data is approximately accurate.

Not Contacted = Sum of all Not Responding Reasons

Non-Reconfirmed PNRs = Advised for RR + Not Contacted + RR by KQC FC + Canceled by KQC FC

Entries

List of all passengers E.G LD227/21DECKHI-Q400

List of Non Reconfirm passengers E.G LR227/21DECKHI-Q401

Count of Club Class Passengers E.G QC/400‡CL-C,A,S



Queues Standard Procedure Normal Operation

Customer call timings: 0800 - 2300 hours during normal operations except Sunday and public

holidays.

Call timings on Sundays and public holidays: 0930-2300 hours.

Modified Operation

In below mentioned cases, SMS will run at 0500hrs and calls shall be initiated at 0700hrs for customers who have not provided cellular contact for SMS.

Cellular Network Block

Severe Weather Disturbance

Law & Order Situation

Natural Disasters

In case of flights originating from out of Pakistan, business hours of origin will be followed unless

specified by relevant station or Manager Operations.

Work Load Distribution

Work areas will not be planned for weekly/fortnightly/monthly.

Team lead will distribute the work load and assign areas on daily basis according to the available headcount.

In absence of Queues Team lead, Reservation Team lead or Coordinator will distribute work load.

Team lead will receive emails, upload it on web and load the flight in queue. Team will respond accordingly.

After completing the flight, team lead will make report of informed, uniformed and its break up.

Team lead has to check queues load and allocate resource accordingly.

Team lead will respond “Tameer Bank” email related to “Fori Ticket” using standard template

Following Points should follow to cut down unnecessary work load

Agents are not authorized to quip any PNR to another KQC Queue. It creates unnecessary QG which is unproductive. If it is required, only team lead will do so.

On RW email, if flight is within 24 hours, it will be treated as Incidental.

On RW email, priority should be given to SNM. After completion of SNM agent will start taking action on those PNRs which do not contain cellular contact number.

All areas agents will quip PNRs in Q52 for QAE monitoring except incidental, RW (within 24hours) and unable PNRs.



Team will be evaluated only on General Queues & Flight Firming Areas.

Work Areas

Incidental Desk: will handle all emails

Flight Firming: will do Flight Check and RW

General Queues: will handle SC/KL/502/RW/Northern Area/Web Ticketing/Home Delivery

Checklist for Evaluation

1) General Queues

APIS Correction

Local Contact Update

PRS (Service Attitude)

Revalidation

Re-confirmation (where required)

Repeat Flight Details

In Addition for Web Ticketing

Standards Remarks of WPI

Cancellation of TAW PNRs

Quipping (WPI 400 or 401)

In Addition for Home Delivery

Repeat Fare

Verify Address

Verify FOP

Inform Ticket Delivery Date/Time

Quip to respective station

2) Flight Firming

Standard Remarks of Flight Check

All General Queues Area Rules will follow

3) Incidental Desk

Advised Remarks

Local Contact Update

Unable PNRs

5QQ remarks must be added in GDS bookings.



Division of KQC Queues

Frequently Used Queues: -

Queue 00-49 are system assigned Queues

Queue 50-511 are for Internal Airline use

Division of KQC Queues for internal use:

LMTC Queue Q L

General Queues Q 0 - Q 49

Urgent Queue Q 00-11-20-33

Confirmation Queue Q 01

Urgent KL Queue Q 11

Non - Urgent KL Queue Q 20

Supervisory Queue Q 31

Schedule Changes Q 33

Time Difference PNRs Q 50

Local Contact Collection Q 80

VIP Reservation Queues Q 99

Email Queues Q 100 - Q 299

Northern Area Queue Q 333 - Q 339

Flight Check Queues Q 300 – Q 497

FC-KQD Queue Q KQD 0 - Q KQD 499

WPI Queue Q WPI 0 - Q WPI 499

Home Delivery Queue Q 498 – Q 499

Cancellation Fictitious Reservations Q 501

Revalidation Queues Q 502

E R D Confirmation Q 509

NOTE:

Q-50 is reserved for PNRs, which are left for the next shift as follow up since they cannot be contacted

due time difference. Before a PNRS is quipped it is mandatory to check the current time of the contact

city. If the city time is earlier than 09:00am or later than 09:00pm the PNRS can be quipped else it is the

responsibility of the current shift to take action on the PNRS.

E.g.

Morning shift can quip pnrs of USA/Canada contacts to Q50, but will take action on pnrs of Far East/ Middle East / South Asia/ Europe contacts etc.

Similarly Night or Evening shift can quip pnrs of Middle East contacts to Q50, but will take action on pnrs of USA/ Canada / Far East/ Europe/ South Asia contacts etc.



Do’s and Don’ts for Queues Team”.

1- Outbound agents are not authorized quip any PNR to another KQC queue. It creates their unnecessary QG which is unproductive. If it’s required then only outbound team lead can do so.

2- On RW email, if flight is beyond seven (7) days then complete FCR is mandatory. 3- On email (urgent and regular) 9 field must be updated with proper remarks. Every outbound agent will be on rotation in terms of “Work area”

4- Assigned work areas must be forwarded to QA for monitoring purpose. 5- For Night shift agents, all those PNR’s on which action is taken either in WPI, 499, 80 , 502 and

50 must be quipped in queue 52 so that night shift agents will be monitored accordingly.

6- All those queues in which FCR is done and those PNR’s which are reconfirmed by our queues

agent is mandatory to be quipped in queue 52.

7- For flight check all unable PNR’s should not be quipped in queue 52, whereas, all actioned PNR’s

should be quipped to Q-52.

8- Run SNM on RW email flights to cater the load effectively and customer must be informed

timely.

9- When any email is received, it must be uploaded and is to be actioned without any delay.

Standard Remarks

Description:- It is necessary to enter remarks in 5H- at the time of action for the purpose of authentication and follow

up at any later stage or in case of complaint by customer.

Remarks are added in PNRS for comprehensibility of various actions and their objectives. Remark lines

are not printed on the ticket and can include an unlimited number of items therefore it is advisable to

add appropriate remarks in the PNRS for future reference and clarity every time an action is taken.

Entry and Purpose

5H- FREE TEXT

To add an alpha coded remarks line for history placement.

New 5h- remarks added upon initial creation of PNRS are not reflected in PNRS history.

To store remarks information in history the code is 5H- followed by up to 35 characters.

Any additions or deletions of these remarks will be added to the PNRS history.

The time stamp is based on Central/ Tulsa time.

The history indicators for these remarks items are as follows -

A5H- Add historical remarks

X5H- Delete historical remarks Remarks:-

Remarks are one of the most important fields in Queue handling.



Remarks should be according to the standard format and should be clear and understandable.

A proper format is to be followed while adding remarks in a PNR to avoid any sort of error in understanding.

All remark should be entered in the 5H- Field.

In case of a lengthy PNR a new remark can be also entered in the 9- field.

Understanding the Elements of a PNR:

Generally all reservations are created and action as per standard airline procedures.

The language, text and body of messages and remarks contain standard short forms that are not comprehensible by general public.

However as aviation industry professionals it is important to understand the language and standard formats. An example is quoted and explained below to assist in better understanding.

>>*EMACYZ 1.1HUSSAIN/KHAN CDRE NO ITIN TKT/TIME LIMIT 1. TL1000 /19MAY-FRI PHONES 1. KQC-021-2006254 PAX CTC OFF NO REMARKS 1. H-PAX ADVD SHRT TIME LIMIT.... KQC 2. XTL RECEIVED FROM - MR YOUSUF KQC.KQC43JI 0251/17MAY06 EMACYZ H >>*H XS 369K 21MAY ISBKHI NN/HK1 1500 1655 /E R- TL.PROC 0140/19MAY06

STEP-1: - Check Remarks 1. H-PAX ADVD SHRT TIME LIMIT.... KQC 2. XTL STEP-2: - Check History of PNR *H XS 369K 21MAY ISBKHI NN/HK1 1500 1655 /E

R- TL.PROC 0140/19MAY06

Decoding: Remarks:

PAX = Passenger

ADVD = Advised

SHRT = Short



X = Cancel

TL = Time Limit

Decoding History:

• XS = X-Cancel S-Segment • R = Received • TL = Time Limit • PROC = Process • 0140 = Tulsa time of Action • 19MAY06 = Date of Action as per Tulsa Time Note:- • PNR history must be checked before taking any action, especially the PNRs of Q-31.

If SC PNRs are received in Q-33 for a month later flights do not remove them from queues without action.

• SC PNRs that are on time limit can be queue removed without action. • SC PNRs created with 7-PS are to be action and the information needs to be conveyed to

passenger.

Standard Remarks

1) Unable category:

No local, Transit, Incorrect contact, No response, Agency closed

5H-UNBL……………………………… DUE NO LCL CTC 5H-UNBL……………………………….. DUE TRNST 5H-UNBL……………………………….. DUE INCQT CTC 5H-UNBL……………………………….. DUE NO RSPN 5H-UNBL……………………………….. DUE AGY CLSD 5H-UNBL………………………………. TO VRFY ADD N FOP DUE NO RSPN –KQC (For Home Delivery) Note: Flight number and flight date will be used as per requirement. Example: 5H-UNBL TO INFM PK300/12AUG ETD 1700LT DUE NO LCL CTC

2) Advise Category:

General Queue/ RW advisory remarks:-

Delay departure, Early departure, Unable to operate/ Cancelled, Schedule Change, Change of aircraft,

Downgrading, Overfly, Call sign change, Reroute, Finalize later on (VCR update case 502/31). In

addition to inform about KL and advised for ticketing.

DOCS: 5H-ADVD APIS-KQC



RW: 5H-RW/ INFMD AND FINLZD-KQC

(a) Home delivery : 5H-ADD N FOP VRFD-KQC

RR : 5H-RR/ INFMD AND FINLZD-KQC

Northern Area: 5H- INFMD AND FINLZD-KQC

RW: 5H-RW/ ALL SC INFMD AND FINLZD-KQC

Finalize later on: 5H-INFMD SC 711/17JUL NEW ETD 0330LT FNLZ LTR

Multiple info/advised: 5H-ADVD APIS / LCL CTC ISB /COB CHGS/ FNZL /RR ASAP -KQC

Note: Flight number and flight date will be used as per requirement. Example: 5H-RW/ INFMD E/D PK300 /12 AUG ETD 1700LT AND FINLZD-KQC

Email Queue advisory remarks:-

Delay departure, Early departure, Unable to operate/ Cancelled, Schedule Change, Change of aircraft,

Downgrading, Overfly, Call sign change, Reroute, Finalize later on (VCR update case 502/31). In addition

to inform about KL and advised for ticketing.

Delay Departure:-

(a) 5H-INFMD D/D PK306/17JUL NEW ETD 1900LT (Delay Departure)

(b) 5H-INFMD F/D PK306/17JUL NEW ETD 2100LT (Further Delay)

(c) 5H-INFMD R/B PK306/17JUL NEW ETD 1900LT (Revert Back)

Early Departure:- 5H-INFMD E/D PK306/17JUL NEW ETD 1800LT (Early Departure) Unable To Operate/Cancelled:-

(a) 5H-INFMD UN/ALT PK309/17JUL ETD 2200LT (Unable to operate and Alternate provided)

(b) 5H-INFMD UN 309/17JUL NO ALT GVN

(c) 5H- PK300/12AUG XLD AS PER MR ABC RQST.



Schedule Change/ UN:- 5H-INFMD UN/ALT PK309/17JUL ETD 2200LT 5H-INFMD UN/ELY PK309/17JUL ETD 2100LT 5H-INFMD UN /DLY PK309/17JUL ETD 2300LT

Change of Aircraft:- 5H-INFMD COE PK309/17JUL NOW OPTG ATR 5H-INFMD COE PK309/17JUL NOW OPTG ATR NEW ETD Over Booking:- 5H-INFMD COE ALT 309/17JUL ETD 1900 LT (Specially for over booking scenario) Downgrading:- 5H-INFMD AL- ECY PK309/17JUL 5H-INFMD COE PK309/17JUL OPTG ATR A/ECY Overfly:- 5H-INFMD PK352/17JUL O/FLY UET OPTG KHI-ISB 5H-INFMD PK352/17JUL O/FLY UET NO ALT GVN Via Flights:- 5H-INFMD PK352/17JUL OPTG VIA ISB Call Sign Change:- 5H-INFMD CALL-SIGN CHG OPTG 3066/17JUL ETD 1900LT Re-Route:- 5H-INFMD PK 351/17JUL RE-RTD OPTG ISB-KHI ETD 1730LT Finalize Later On:- 5H-INFMD SC 711/17JUL NEW ETD 0330LT FNLZ LTR VCR updates (502/31):- 5H-ADVD VCR UPDT N FNLZ BKG ASAP ELS XLD



KL and Ticketing:- 5H-INFMD KL 711/27JUL -KQC Duplicate Segment:- 5H- XLD PK 721/17JUL DUE TO DUPE SEG / UNBL DUE NO RSPN

Note: Flight number and flight date will be used as per requirement. Example: 5H-INFMD PK 351/17JUL RE-RTD OPTG ISB-KHI ETD 1730LT

Glossary Standard Short forms:-

Various Email address codes: - (as reflected on Email message)

E.g. KHIRCPK

KF -- International Traffic In-charge

KH -- Special Handling (Traffic Department)

KK -- Domestic Traffic In-charge

KY -- Traffic

OA -- Traffic (Station Manager)

OC -- Current Operation

OV -- Advance Operation

RC -- Reservation Centre/ KQC

RE -- Jinnah Terminal / BQA

RR -- Central Reservation Control/ CRC

RS -- Manager CRC

TO -- Ticket Office/ Booking Office

Short Forms used for Queue Remarks and Email messages:-

A/CNG -- Air Craft Change

ACCDGLY /ACCDLY -- Accordingly

ACTN -- Action

ACTND -- Actioned

ADJ -- Adjusted

ADTK -- Advice Ticket



ADV -- Advice

ADVD -- Advised

AEYCL -- All Economy Class

AGNCY -- Agency

AGT -- Agent

ARNG -- Arrange

ALTN -- Alternate

ATTN -- Attention

AVBL -- Available

AVD -- Avoid

BKNG -- Booking

BQA -- Jinnah Terminal Queue Centre

CHK -- Check

CLSD -- Closed

CMA -- Comma

CN -- Cancel

CNFM -- Confirm

COE -- Change of Equipment

CONCRN -- Concern

CRC -- Central Reservation Control

CTC -- Contact

D/D -- Delay Departure

DALPO -- Do All Possible

DEFF -- Definite

DLYD -- Delayed

DOM -- Domestic

E/D -- Early Departure

ET/ ER -- End Transaction

ETA -- Estimated Time of Arrival

ETD -- Estimated Time of Departure

EYCL -- Economy Class

EYPLUS -- Economy Plus

F/CMBD -- Flight Combined

FC -- Flight Control

FF -- Frequent Flyer

FLT -- Flight

FLWG -- Following

FNLZ -- Finalize

FR -- For

FYI -- For Your Information

GVN -- Given

H -- History

HK -- Holding Confirm

HRS -- Hours



INCRQT -- Incorrect

INF -- Infant

INFM -- Inform

INFMD -- Informed

INFO/T -- Information Email

INTL -- International

ISO -- Instead Of

ITIN -- Itinerary

JNH/ JT -- Jinnah Terminal

KHIRC -- Reservation Control/NCR

KHIRE -- Jinnah Terminal

KHIRR -- CRC

KHIRS -- Manager CRC

KL -- Confirm from List

KQC -- Karachi Queue Centre (NCR)

LD -- List Display

LOCAL/LCL -- Local

LQR -- List of Queue Removed

LW -- Waiting List

LX -- Cancelled List

MOB -- Mobile Contact

MSCN/MISCON -- Misconnection

ND -- And

NEC/NECY -- Necessary

NMBR -- Number

NRCFM -- Not Re-confirmed

NS -- No Show

OC -- Current Operations

OFF -- Office

OFFR -- Offer

OPTE -- Operate

OPTG -- Operating

OV -- Advance Operation

PAX/ PSGR -- Passenger

PK -- Pakistan Air Line

PLZ/PL -- Please

PSPT -- Passport

QC -- Queue Centre

QL -- Queue List

QR -- Queue Removed

QSI -- Exit Queue

QXI -- Exit of Queue and Ignore

R/RCVD -- Received

RES -- Residence



REVSD -- Revised

RMKS -- Remarks

RQST -- Request

RR -- Reconfirm

RSPDG -- Responding

RSPN -- Response

RSVN -- Reservation

SC -- Schedule Change

SEG/SGMNT -- Segment

SKD -- Schedule

SRVC -- Service

STL -- Short Time Limit

STP -- Stop

TKT -- Ticket Cancelled Due Sort time limit

TKTD -- Ticketed

TLX -- Email

TRVL -- Travel

TRVLD -- Traveled

TRVLNG -- Traveling

TXT -- Text

UC -- Unable to Confirm Responding

UN -- Unavailable

UNBL -- Unable

WK -- Was Confirm

WL -- Will

WX -- Weather

X -- Stop

XLD -- Cancelled

XTL -- Cancelled Due Sort time limit

XXL -- Cancel

YR -- Your

Important status codes and their required action: -

HL -- Queue Remove

HK -- Change segment status to RR

KK -- Change segment status to HK

RR -- Queue Remove

KL -- Change segment status to HK

WK -- Delete this status code segment

SC -- Change segment status to HK

UN -- No operation required Delete segment/Queue Remove

GN -- Group Need Queue Remove the PNRS



DL -- Deferred List Change segment status to HL/Queue Remove

CN -- Cancel

IK -- Infant traveling alone status/ Queue Remove

TK -- OA Schedule Change/ Change segment status to HK

UU -- Unable to confirm/ Queue Remove

WL -- Was Waitlisted, Schedule Change/ Queue Remove

WN -- Was Needed Schedule Change/ Queue Remove

For more Status Codes refer to F*FMH/STATUS CODES

Important PIC Codes

00 -- Confirm To Passenger

01 -- Confirm To Passenger

06 -- Advise Schedule Change

11 -- See Remarks

12 -- Confirm from Waitlist

14 -- Follow Up For Business

15 -- Group

19 -- Special List

20 -- Seat Control Action Required

27 -- Flight Cancelled

31 -- Verify Pet PNRS

For more PIC Codes refer to QI*SYS OR KP*



List of Assigned Queues Numbers

Q 0: Basic PNRS - Urgent (travel for today-tomorrow)

Includes:

1) Schedule Change PNRs with no Re-Accommodation

2) Host KL (cleared list) PNRs with flown segments

3) Host PNRs without phone field, created under Duty code 4

Q 1: Basic PNRS - Non-Urgent, includes same issues as Queue 0, but for travel beyond 48 hours or more.

Q 2: Special Services Confirmation Queue

Q 3: Special Services Waitlist Confirmation, Urgent

Q 4: Special Services Schedule Changes

Q 5: Other Airline Schedule Change Queue

Q 6: PTA PNRS

Q 7: TAM, TAC, and TAI PNRS

Q 8: TAT, i.e., Teletype Tickets

Q 9: TAW, i.e., Tickets are Waiting

Q 10: TAX, i.e., PNRS Suspense

Q 11: Basic City Waitlist Confirmation Queue, Urgent Host KL PNRs

Q 12: Large Party (10 or more)

Q 13: Not assigned at this time

Q 14: Tour agent queue

Q 15: Reserved Seats - Host Airline

Q 16: Host Airline Basic Schedule Changes

Q 17: Host Airline suspended Schedule Changes, travel beyond 17 days

Q 18: Special Services Confirmed from Waitlist, Non-Urgent

Q 19: Un-price-able Tele Ticket Queue



Q 20: Basic City Waitlist Confirmation Queue, Non-Urgent

Q 21: PNRS Unable to be processed by Auto PDC

Q 22: Future Date Special Services Schedule Change PNRs

Q 25: Not assigned at this time

Q 26: PNRS with - TAC - in 7 fields

Q 27: Un-price-able PNRS

Q 28: Schedule Changed PNRS with Corporate Names or Booked by Duty code 2

Q 29: Schedule Changed PNRS with Corporate Names or Booked under a Duty code 2, for travel 2-21 day

further.

Q 32: No protect Schedule Change, Booked under Duty code 1

Q 33: On Demand Schedule Change PNRS

Q 34: No protect Schedule Change PNRs, booked under Duty code 2

Q 41: PNRS with - TAD - in 7 field

Q 42 - Q 49: System Queues (not currently assigned)

Q 50 - Above: Reserved for Internal Airline use

CRC CITY QUEUE CODES: -

ZQT KBL, DAC, KTM, DEL, BOM, KUL, HKG, BKK, NRT, PEK, URC (FAR EAST & SOUTH ASIA)

ZQP YYZ, JFK, BCN, CPH, CDG, OSL, MXP, IST (USA, CANADA & EUROPE)

ZQR DMM, RUH, JED, MED, QCA, YNB (SAUDI ARABIA)

CQO SHJ, DXB, KWI, AUH, MCT, DOH, BAH (GULF & MIDDLE EAST)

ZQY MAN, LHR, BHX, LBA (UNITED KINGDOM)

ZQV KHI, ISB, LHE, PEW (DOMESTIC PRIME FLIGHT)

HEU KDU, GIL, CJL (NORTHERN AREA)

ZQK OTHER THAN PRIME FLIGHTS ALL DOMESTIC SECTORS



QUEUES SELECTION KEYS AND SHORT ENTRIES

1- QBI-1 CHECK PREVIOUS PNRS

2- QC/31‡SD-01JUL SD - SERVICE DATE

3- QC/31‡AC-KL/RR AC - ACTION CODE

4- *Q/33 QUEUE

5- Q/33‡NM-9 MOVE TO 9TH PNRS

6- Q/100/L LIST PNRS OF Q100

7- QR/WPI9‡WPI60‡WPI62 REMOVE SAME PNRS FROM DIFFERENT QUEUES

(CHECK *QH FIRST)

8- EL END TRANSACTION AND PNRS LEAVE IN THE SAME

QUEUE

9- Q/31‡CD-01JUL07 CD - CREATION DATE

10- Q/31‡CL-C, D, J CL - CLASS OF TRAVEL

11- Q/31‡PH-021 PH- PHONE FIELD

12- Q/31‡PH-KQC SELECT KQC PHONE FIELD

13- Q/31‡AL-PK/FL-757/SD-25JUN CHECK PARTICULAR FLIGHT OF A PARTICULAR DATE

14- Q/31‡RM-ADTK RM –REMARKS SCAN

15- T/KHIOVPK.KHIRCPK/*A SETA EMAIL ADDRESS



16- Q/31‡SD-10SEP/AC-KL DISPLAY ONLY 10-SEP KL PNRS

17- Q/WPI60‡NM-3/78-TE JUMP DIRECT TO PNRS NO 3 BUT IN WHICH TKT NUMBER HAS ALREADY BEEN ADDED

18- QMOV/35/55 QMOV/MOVE FROM QUEUE/MOVE TO QUEUE

19- Q/31‡78-TL ONLY THOSE PNRS WILL BE DISPLAYED IN WHICH TIME LIMIT HAS ALREADY BEEN ADDED

20- Q/31‡CD-01JUL07-10JUL07 CD - CREATION DATE

21- Q/31‡RM-UNBL RM - REMARKS LINE SCAN

22- T¤ET1900QZX/DXB QZX GREENWICH MEAN TIME IN OV/OC EMAIL

23- QC/31‡78-PS DISPLAY CREW BLOCKING PNRS

24- QC/100‡RM-0900 PNRS WHICH HAVE MULTIPLE SNM MSGS,SCAN REMARK LINE FOR A SPECIFIC TIME

25- QC/31‡ST-AIR THIS ENTRY SHOWS THE ITIN IN THE PNRS

26- QC/33‡BD-MAN BD - BOARD POINT

27- Q/31‡78-TE 78- TICKET FIELD

28- Q/150‡AL-PK/FL-726/SD-8SEP/AC-HK CHECK PARTICULAR FLIGHT NO WITH SPECIFIED DATE AND ACTION CODE

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