NDC Known Issues and troubleshooting

Airline-specific NDC information is found in the airline's NDC knowledge base article. Visit Travelport Support, and search for the airline (for example, search NDC SQ).

NDC airline-specific information is currently found in the following knowledge base articles:

• Air France / KLM

• American Airlines

• avianca

• British Airways

• Emirates

• Iberia

• Lufthansa Group

• Malaysia Airlines

• Qantas Airways

• Qatar Airways

• SAS

• Singapore Airlines

• United Airlines

NDC search

• NDC search supports up to 9 passengers, a single carrier, and a single routing (up to eight segments).

• Search results are truncated at 250 results in order to maintain performance. In the case you do not see an expected fare, please use shop modifiers to narrow your search. This limitation will be resolved in a future release.

• Due to the 250-result limitation, there are certain instances where some applicable carriers may not be visible in the shop results list even when they may have fares available. For the best user experience when doing a carrier agnostic search we recommend targeted searches when possible, using desired cabin class and selecting specific airports rather than specific cities. In a future release, this functionality will be improved to ensure all relevant results are returned.

• Options are available to print the shop results and options to print the itinerary from the Booked air confirmation screen. Clicking on Print Booking will allow you to choose a printer or print to a PDF file. There is a known issue in some operating system environments where the print output gets truncated in the second page if user selects physical printer option instead of PDF. If this happens, we recommend printing to a PDF file.

• The booking file state is not refreshed if you ignore. Agents will need to force a *R in this scenario to update the booking file state. In this case, the shop doesn't know the booking file has been ignored because the booking file state is still filled. We have a fix in progress to ensure the booking file data in application state always matches booking file in host AAA.

• For some itineraries, Singapore Airlines (SQ) and Qantas Airways (QF) might not return all the details around brands and attributes.

• Intermittently on a BA or AF/KL search, flights for a round trip journey display in reverse order. The dates of each segment display correctly, however, the return flight options are shown first.

• For BA NDC Basic and Plus Fares, the brand attributes are not always returned.

• To see private fares for Air France (AF) or KLM (KL), select Any private fare on the search panel.

• BA returns any private fares an agency is entitled to without the need for the agent to enter an account code during Shop. BA does not accept account codes for NDC.

• SQ itineraries cannot use the Passenger Type Code (PTC) of CNN. The booking will fail.

• UA do not return branded fares information.

• Currently, there is an error for all LHG carriers when retrieving Fare Rules.

Traveler information

• The NDC search currently does not support the Undisclosed Gender option. This issue will be updated in a later version.

• Phone type "C" for Cell is currently not supported. Type "M" should be used for Mobile or Cell. The support of type "C" is being discussed for a future release.

• For BA, when a name is entered in Travelport+ as Lastname/FirstnameTitle with no spaces, the title is not recognized and is treated as part of the first, or given, name. This causes an error at time of booking.

• BA requires a billing address for credit cards, so there is an edit in place to require the billing address when a credit card is used.

• For AF/KLM:

  • One email of type FROM is mandatory, which is considered as Agency Email. If the request does not include one FROM email type, NDC bookings on AF/KLM fail and the error Travel agency contact email address missing displays.

  • Multiple FROM type email addresses are not permitted. Adding multiple FROM email addresses returns the error message Multiple FROM Email is not allowed.

Multi-passenger servicing

• Bookings with Infants (Passenger Type Code 'INF') currently fail during Modify (reshop pricing) for all carriers. The error "Unable to price itinerary with the options specified" displays. This will be resolved in an upcoming release.

• Certain Passenger Type Code (PTC) combinations may result in an error, depending on NDC airline support. (e.g., ‘SRC’ and ‘INF’ will error). These will gradually be resolved with airline support.

• There is currently no ability to pre-populate the Shop form from the Host Profile of AAA, though certain passenger details will still auto-populate in the Traveler Information section. There will be an enhancement for this capability in a future release.

  • If agents want to match passenger details that are in AAA, they will need to manually match PTCs and # of passengers at shop or there may be some synchronization mismatches.

  • Passenger information (other than PTC, which is dependent on what is shopped and priced) will still populate in the Traveler information screen. For example, if there are 3 passengers in the AAA and an agent shops for 2 passengers, the last passenger in the AAA will automatically be removed and the first 2 will auto-populate in the Traveler Information section.

• There is currently no ability to add multiple membership numbers at shop. There will be an enhancement for this capability in a future release. Note: For NDC carriers that apply personalized discounts based on membership, currently NDC carrier pricing for all passengers is based on the highest tier.

• The order of multiple passengers currently differs between NDC Web Plugin and DI Lines. Ticket numbers are assigned to passengers in alphabetic order by surname. The ordering in the DI lines is by ticket number sequence. Any INF (infant without a seat) is associated to a particular ADT (adult) passenger by the Passenger Number. For example, if there are four ADT and an INF is associated with third ADT, the INF sequence is P31, meaning 3.1, associated with third ADT.

• When servicing multi passenger Emirates (EK) bookings for 3 or more passengers (including Infant), you may experience elongated response times. Please do not close or refresh your application until you have received a valid response or a warning/error message.

Seats and ancillaries

The Seats topic contains a list of known gaps.

• Seats are available on AA, UA, BA, and QF NDC segments. Paid seats must be selected before ticketing. Free seats can be selected before and after ticketing.

• When selecting seats in the pre-book flow, passenger information for each passenger must be included on the host booking file before searching for flights. Add passenger names (N.), phone (P.), and email (MT. or MF.) using terminal entries.

• The ancillary shopping cart in the passive segment is also interactive, indicating that the agent can book ancillaries for the flight. However, NDC ancillaries are not yet supported.

• For BA, when adding a seat to an existing held booking, the agent must first put the seat on hold then issue payment for the air segments and seat.

• United Airlines seat map display issues: some aircraft configurations display incorrectly, but the ability to book the seat remains intact.

• Adding paid seats to a UA NDC ticketed booking returns an error.

• For LHG, paid seats cannot be paid instantly. Seats must first be held, then follow up with payment to issue the EMD.

Book

• NDC content cannot be added to an existing booking with any GDS content. Adding NDC content to an existing booking may result in mismatched data, errors, or canceled segments. This will be supported in future releases.

• When an AF/KL order is retrieved, penalty rules are not displaying correctly; only credit card information is shown.

• Price Guarantee Time limit for tour operators - Until EK resolves please continue to book tour fares via the EDIFACT channel.

Modify and cancel

• Bookings can only be divided if the passenger names were added separately.

  More information

  To add passenger names separately, enter:

  P.1TRAVELER/JON MR
  P.2TRAVELER/SARAH MRS

  Booking files with passenger names added using the entry N.[paxnum]... (for example, N.2TRAVELER/JON MR/SARAH MRS) cannot be divided at this time.

• Some airlines allow you to cancel ticketed bookings and bank the funds to be used towards payment of a new ticket. Refer to Cancel with a refund and bank the funds.

  For airlines that do not support canceling ticketed bookings, the option is available to select ‘cancel’ and display the amount that may be available to be refunded if the cancellation was permitted. However, the next screen will advise that cancel is not permitted. This is working as designed in order to add the cancellation process once it is permitted.

• If the cancel/void window has passed, clicking on the cancel option will show the agent how much could be refunded before the error is displayed. This is due to the airline restriction of the refund.

• If a segment has already been flown and the agent attempts to cancel or modify the remaining segment(s), this will fail. This capability will be supported in the future. Currently, the agent must modify or cancel the non-flown segment directly with the carrier.

• Agents cannot currently use a private fare account code when attempting to modify a booking. For held bookings, agents will have to cancel and start the workflow over to use the account code. Post-ticketing, there is no way to modify with an account code, so the agent would need to contact the carrier to apply a private fare account code.

• Currently when an agent cancels or modifies a booking, the total refund amount shows within the NDC graphical view and the DI Lines, but does NOT break-out the associated change fees. This will be enhanced in a future release.

• It is possible that a booking file is canceled or modified using the NDC graphical view, however the passive booking file has not been canceled or modified due to system timeout or system errors (i.e., "simultaneous changes") and will be out of sync. In this scenario, the booking is successfully canceled on the carrier end, but the graphical view will respond with an error if agents attempt to retrieve the booking file in the graphical view again. The passive booking can be canceled manually but modification issues must be resolved directly with the airline. This fix is in progress for an upcoming release.

• For QF reservations, in some cases the NDC display and the host PNR are not synching correctly. When attempting to cancel the reservation, a Something went wrong error may display on the NDC panel. Upon exiting and reentering the NDC panel, the booking is canceled in the panel but still active on the host. If this happens, enter the following host commands separately in the terminal window to cancel the reservation:

  • XI

  • R.

  • ER

  To work around this issue:

  1. Create QF reservation via the NDC Search panel.

  2. Close the NDC panel. In the host window, enter the command IR until NDC content has changed banner is displayed in the host.

  3. Cancel the booking in the NDC panel. Both carrier and host booking files are canceled successfully.

• For AF/KL reservations, if cash is the form of payment used on a hold ticket, the agent is unable to issue ticket after modifying the itinerary.

• For LHG, current implementation to modify ticketed orders cannot be exchanged multiple times, only one exchange supported.

• For EK, the agent will need to collect a no-show penalty vs refund penalty. Agency will call the Emirates contact centre to service the PNR.

• For EK, if a passenger is not agreeing to the schedule change made by Emirates, agency will need to contact EK contact centre for required amendment/s.

• For EK, you cannot modify partially flown orders. This functionality is planned for July 24.