Travel assistance service request

A travel assistance service request is created by a personal digital at a SARA.PAXPortal isntance of a carrier or agent. Once is completed, it is submitted to travel service operation centers (OC), which claim responsibility for segments they are responsible for (by carrier assignment).

Contained data

Each travel assistance service request holds:

• Personal information
• Personal Documents required for service delivery
• The planned itinerary
• Travel assistance services, which are requested for this itinerary
• Travel Segment Service Items - holding the detail information on the services to be delivered and are used to communicate with the operation centers (oc)
• General status on travel assistance request
• Operation specific information
  • discussions
  • tasks

Available Status on passenger side

This status is stored at the travel assistance service request (db) and is only edited by the personal digital, which is the single point of truth where all information come together.

Status	MOC status	Process status description
In Preparation	not visible	This SAR has been created, but has not been submitted to the carriers
Submitted	not visible	This SAR has been created and has been submitted by the passenger. The request has been sent to the operation centers of the carriers. The request is waiting until all segments have been claimed by authorative operation centers (OCs)
Pending	OC has opened a case on their side. visible, but on segment level.	All segments of the SAR itinerary have been claimed by responsible OCs.
Waiting for Info		At least one segment-service requires further action from the passenger. (for details see the status of travel segment service items status)
Finalized		All requests are processed, ready to go (at least partially)
Closed		All information exchanged, no more action required
Archived		This request is no longer required. The data will be anonymized (DS-GVO) on the OC side after some time.

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