Disruption notification

For operational reasons beyond our control, we sometimes have to cancel or delay our flights. We want to inform customers as soon as we can, but need your help with their contact details.

By supplying email addresses and mobile numbers in your bookings, we can contact customers prior to their disrupted flight and make alternative arrangements if required. This will help to minimise any inconvenience at the airport as well as at their destination.

Our automated process uses contact information you have added into the PNR and if there are significant changes to flights, we will attempt to send an email or SMS to notify affected customers.

Of course, we'll keep you updated on any disruption, so as well as contacting the customer, we will send you a message via your GDS. We will update bookings as much in advance as possible and you may receive this more than 48 hours prior to the flight departing.

We will not send marketing communications to customers, contact details will only be used for updates or servicing bookings that have already been made.

collapsedshowUpdating customer contact details

In support of IATA Resolution 830d, we require you to add the customer’s mobile number and email address into bookings instead of your own. So if disruption occurs outside your working hours, the customer is notified as soon as we send a message, rather than you having to pass the information on. We should be able to save time for both you and your customer if we can notify them directly.

GDS Add a customer's email address Add a customer's mobile number
Sabre 3CTCE/EMAIL//DOMAIN.COM/EN-1.1 3CTCM/447771234567/EN-1.1
Travelsky >SSR CTCE MU HK1/EMAIL//DOMAIN.COM/EN/P1/S2 >SSR CTCM MU HK1/447771234567/EN/P1/S2
Worldspan 3SSRCTCEYYHK1/EMAIL//DOMAIN.COM/EN-1.1 3SSRCTCMLHHK1/447771234567/EN-1.1

You can also add the Customer’s British Airways Executive Club number to the booking which will add the Customer’s registered email address and mobile number to the booking.

Additional guidance:

Country code is required for mobile numbers  e.g. 44 for UK
/EN is required for specifying language e.g EN for English
/P1 or -1.1 is required for passenger reference where required

For email addresses, please use:
// (double slash) instead of @ (AT sign)  
.. (double dot) instead of  _ (underscore)
./ (dot slash) instead of - (hyphen)

collapsedshowCustomer refuses to provide contact details

Where the customer does not wish to provide their information to us, you must actively advise the customer that they may not receive information from the airline relating to disruption of their journey and enter the following remark:

GDS Customer refused to provide contact details

Customer Guidelines

During disruption, we may issue specific Customer Guidelines for affected bookings which will detail our rebooking policy and can be found on the batraveltrade.com homepage.

Where we haven't issued specific guidelines and for general disruption to flights, our standard customer guidelines apply.

View our standard customer guidelines