Special Services (SSR and OSI)

There are two types of messages for special services:

  • (SSR) Special Service Request messages are sent directly to the carrier to communicate information that requires action. SSRs are used for air and rail bookings.

  • OSI (Other Service Information) messages are sent directly to the supplier to communicate traveler preferences or requirements that are informational only. OSIs are used for air bookings.

For more information, see the SSR/OSI category in the Travelport Knowledge Base.

Important! SSRs require the carrier to take action, while OSIs are informational only and do not typically require an action or response from the carrier. OSIs and SSRs are NOT interchangeable. An SSR should be used, if possible. An OSI should be used only if there is no standardized SSR available for the service needed.

SSR (Special Service Request)

SSRs are message sent directly to carriers to communicate information such as:

  • Traveler preferences, including meal preferences, frequent flyer information, or seat assignments for carriers that do not participate in automated seat assignments.

  • Special services needed by a traveler, including wheelchairs or assistance for passengers with intellectual or development disabilities.

  • Procedural requirements necessary for the carrier, including identifying documentation.

SSRs can also originate with the agency to ask for service from the carrier or from the carrier asking for information from the agency. For example, a carrier can use an SSR to send an alert message or a ticket number. Because action must be taken by the carrier, there is usually a reply from the carrier in the form of a status code on the SSR, such as HK or UN.

SSRs can be either programmatic or manual:

  • Programmatic SSRs are automatically generated by the host or carrier and include a code.

  • Manual SSRs can be added by agents.

OSI (Special Service Request)

OSI messages communicate additional information to the carrier, but do not require action or confirmation back to the agency.

If there is not an applicable SSR, use OSIs to communicate information such as:

  1. VIP passenger

  2. Elderly passenger

  3. Contact information for an unaccompanied minor (UMNR)

  4. Ticket numbers (for some airlines)