Schedule Changes - Sabre
STEPS
1. Receive a notification from airline on Sabre Q's
2. Agent working will claim the ticket in Freshdesk - keep as Pending until change is finalized
3. Agent verifies severity in Sabre directly
MINOR SCHEDULE CHANGE
(Less than 15 minutes)
• Compare original flight details (on e-ticket) with the new details in PNR by reviewing the history of the itinerary and the e-ticket and the live flights in the PNR
• Check:
1. Flight number 2. Flight date 3. Flight times 4. Flight airports
• Accept the minor schedule change (.2HK)
• Revalidate or reissue the ticket - depending on Airline – free of charge
• Send passenger updated itinerary
MINOR/MAJOR SCHEDULE CHANGE
(Greater than 15 minutes, less than 120 minutes)
• Compare original flight details (on e-ticket) with the new details in PNR by reviewing the history of the itinerary and the e-ticket and the live flights in the PNR
• Check:
1. Flight number 2. Flight date 3. Flight times 4. Flight airports
• Alert pax via email and ask them to acknowledge change – pax must be notified and they must acknowledge change because these are their new travel times and we need to lessen our responsibility in case they miss the flight. If they acknowledge, it removes our liability
• Once change is acknowledged (pax replies), accept change in Sabre (.2HK)
• Revalidate or reissue the ticket - depending on Airline – free of charge
• Send passenger updated itinerary
MAJOR SCHEDULE CHANGE
(Greater than 120 minutes, misconnection, UN/UC or HX flight, nonstop to flight with connection)
• Compare original flight details (on e-ticket) with the new details in PNR by reviewing the history of the itinerary and the e-ticket and the live flights in the PNR
• Check:
1. Flight number 2. Flight date 3. Flight times 4. Flight airports
• Agent identifies alternate options [using Airline Trade Support Sites]
1. Saleslink.aa.com -> Link to PDF 2. Jetstream.united.com -> Link to PDF 3. Pro.delta.com -> Link to PDF 4. Southwest.com/gds-policy
• Agent emails pax so they can choose their preferred alternate option.
• Agent does even exchange in Sabre using correct waiver from Airline
• Send passenger updated itinerary
MUST-DO'S
Ticket must be issued
Passenger must be notified
Passenger should be email or text notified by airline but as we cannot verify, we need to be involved as well
