Multiple disruptions affecting travel
Updated on 21 May.
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 their journey is impacted and in support of IATA resolution 830D, we require you to add the customer’s mobile phone number and email address into the bookings, instead of your own.
By supplying the customer’s contact details in your bookings, our automated process will attempt to send an email or SMS to notify affected customers. This will help to minimise any inconvenience at the airport as well as at their destination.
Of course, we'll keep you updated on any disruption and 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 and the contact details will only be used for disruption updates or servicing of existing bookings.
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 |
|---|---|---|
| Amadeus | SRCTCE-EMAIL//DOMAIN.COM/EN | SRCTCM-447771234567/EN |
| Apollo | @:3SSRCTCELYYHK1/N1/EMAIL//DOMAIN.COM/EN | @:3SSRCTCMLHHK1/N1/447771234567/EN |
| Galileo | >SI.P1/SSRCTCEYYHK1/EMAIL//DOMAIN.COM/EN | >SI.P1/SSRCTCMLHHK1/447771234567/EN |
| 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 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)
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 |
|---|---|
| Amadeus | SRCTCR-REFUSED |
| Apollo | @:3SSRCTCRYYHK1/N1/REFUSED |
| Galileo | SI.P3/SSRCTCRYYHK1/REFUSED |
| Sabre | 3CTCR/REFUSED-1.1 |
| Travelsky | SSR CTCR MU HK1/REFUSED/P1/S2 |
| Worldspan | 3SSRCTCRYYHK1/REFUSED-1.1 |
Customer Guidelines
During disruption, we may issue specific customer guidelines for affected bookings.
Where specific customer guidelines have not been issued our standard customer guidelines apply.
View our standard customer guidelines.