Claim a booking

HELP CLAIM or H/ CLAIM

MyTravelport search: Claim PNR

A customer may reserve flights directly with an airline and then want you to issue the ticket. How you issue the ticket depends on whether the airline permits you to claim their bookings through Travelport+.  To check whether an airline is a claim participant in Travelport+ refer to MyTravelport.

Claim booking file enables you to issue a ticket when the airline has made the original booking and take ownership of the airline’s booking file. Claim can also be used for Group Booking File ticket issue. The airline must enter an authority into the booking file before you are able to claim it.

Note: If your customer has flown the first segment of the booking, you cannot claim the booking.

Claim process

To claim a booking from a participating airline to issue a ticket, use the following steps.

  1. Retrieve the booking file.

    Booking files may be retrieved using the source airline's record locator or flight and name. Use airport codes in your entry. Refer to the following example for ITA Airways (AZ).

    Example

    Description

    C/AZ*JTU2UI

    Retrieve by record locator.

    C/AZ*AZ374/12APRFCO-VERDI/AMR

    Retrieve by flight and name.

    Note: If a passenger is waitlisted, precede the flight number with W. For example, C/AZ*W/AZ374/12APRFCO-VERDI/AMR

  2. Once the booking file is displayed, you must confirm the claim to complete the transaction. Be alert. A claim cannot be reversed.

    To complete the claim, enter C/AZ/OK

The response is completed. Retrieve the booking file with its new Travelport+ record locator. The new record locator is transmitted to all carriers in the itinerary.

Note: The following conditions may prevent you from making a claim:

  • Prepaid bookings

  • Booking files belonging to another agency

  • Booking files created by another airline

  • Negotiated fare

  • Ticketed booking file

  • Net remit fare

  • SSR FQTR (redemption tickets)

  • SSR FQTU (upgrade tickets)

  • No active segment

  • No REQD air nor ATO/CTO

  • Date beyond GDS range

  • Status code SA (on the vendor side)

  • Negotiated space

  • Amadeus extended security ES elements do not match

Note: Call the airline if you get the response: CLAIM FAILED - ERROR IN VENDOR SYSTEM.

Next lesson: Booking file lend