Travel assistance service request
A travel assistance service request is created by a personal digital and is filed against one or multiple travel service operation centers, which claim responsibility for segments they are responsible for (by carrier assignment).
Each travel assistance service request holds:
- Personal information and documents
- The planned itinerary
- Travel assistance services, which are requested for this itinerary
- Travel Segment Service Items - holding the detail information and are used to communicate with the operation centers (oc)
- Status Information
- General status on travel assistance request (Header-Status)
- Travel Segment Service item status information
Status information
Header status information
This status is stored at the travel assistance service request (db)
| Status | Process status description |
|---|---|
| In Preparation | This SAR has been created, but has not been transmitted to the carriers |
| Submitted | 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) |
| Processing | All segments of the SAR itinerary have been claimed by responsible OCs. |
| Requires action | At least one segment-service requires further action. (see service segment status) |
| Decided | All segment-services have been processed and confirmed or rejected |
Travel Segment Service Item status information
From the information provided in the system creates a segment service map by multiplying the segments with the requested services. Once the carriers have claimed their segments, they are responsible on providing to each of the segment service these information:
Travel Segment Service Item - General Availability Status
Some services are by design not possible. The service segment general availability is then false. This status is automatically computed by the information provided in the travel assistance service administration app by each operation center after the segment was claimed.
Travel Segment Service Item - Requirement Status
Each service segment item may require more information or payment. This is indicated on segment service level.
| Status | Description |
|---|---|
| PAX Info required | At least one operator has processed the SAR and came back with one or more questions. Once the PAX provides the info, it goes back to Processing/Partially |
| PAX Payment required | At least one of the carriers requested a payment. |
Travel Segment Service Item - Processing Status
This shows the processing status of the service segment item by the operation center.
| Status | Description |
|---|---|
| Processing | At least one operator has processed the SAR and came back with one or more questions. Once the PAX provides the info, it goes back to Processing/Partially |
| Accepted | The service has accepted and should be possible, but may require payment or other confirmation by a 3rd party. (Looking good) |
| Confirmed | The service is confirmed and will be fulfilled. |
| Rejected | This service segment was rejected due to reasons provided. |