Dean's Office Official Model Question Paper

Concept of GDS & The Big Three Platforms

A Global Distribution System (GDS) is a computerized worldwide network that acts as a single point of access for reserving and ticketing airline seats, hotel rooms, rental cars, and other travel-related services by travel agencies and travel management companies (TMCs).

The Three Dominant Platforms:

1. Amadeus: Headquartered in Madrid, Spain; European market leader.
2. Sabre: Headquartered in Southlake, Texas, USA; dominant in the Americas.
3. Travelport (Galileo / Apollo / Worldspan): Headquartered in the UK.

EDIFACT vs. XML / NDC in Airline Distribution

• EDIFACT (Electronic Data Interchange for Administration, Commerce and Transport): A legacy text-based, highly cryptic, rigid messaging protocol established in the 1980s. Highly efficient for basic schedule and fare queries, but incapable of transmitting rich multimedia, personalized bundles, or dynamic seat merchandising.
• XML (Extensible Markup Language) / NDC: A modern, flexible, open internet protocol enabling airlines to distribute rich graphic content (seat photographs, Wi-Fi packages, lounge access), personalized pricing, and unbundled ancillaries directly to travel agencies in real-time.

Reservation Booking Designator (RBD)

An RBD (or Booking Class Code) is a single-letter alphabetical code (e.g., F, J, C, Y, M, B, Q, V) used in airline reservation systems to segment cabin inventory into distinct tariff and fare-rule buckets within a physical cabin class (e.g., First = F, Business = J/C/D, Economy = Y/M/K/Q), each associated with different price points, change fees, and mileage earning rates.

SSR vs. OSI in PNR Management

• SSR (Special Service Request): An actionable service message transmitted directly to the operating airline that requires confirmation or specific action (e.g., wheelchair assistance: `WCHR`, vegetarian Hindu meal: `VGML`, unaccompanied minor: `UMNR`).
• OSI (Other Service Information): Informational advice sent to the airline system that does not require direct confirmation or physical action (e.g., VIP passenger status, contact phone, or corporate frequent flyer number).

Concept of Agency Debit Memo (ADM)

An Agency Debit Memo (ADM) is a formal electronic financial adjustment invoice issued by an airline to an accredited travel agent through BSP Link to reclaim undercollected revenues resulting from agent ticketing errors (e.g., incorrect fare calculation, violating minimum stay rules, unauthorized commission deductions, or uncollected fuel taxes).

Evolution of Airline Reservation Systems

1. Manual Card Era (Pre-1960s): Airlines tracked seat inventory manually on rotating circular card wheels and wall chalkboards. Reservation agents in phone rooms manually checked physical index cards to sell seats.
2. The Birth of CRS (1960s–1970s): American Airlines partnered with IBM in 1962 to create SABRE (Semi-Automated Business Research Environment), the first computerized database replacing paper records with electronic magnetic tape storage.
3. Agency Automation (Late 1970s): Airlines installed dedicated proprietary CRS green-screen terminals inside high-volume travel agencies.
4. Multi-Host GDS Era (1980s–2000s): Deregulation forced CRSs to spin off into independent neutral multi-carrier platforms (GDS: Sabre, Amadeus, Galileo), aggregating schedules and fares from hundreds of global airlines on a single terminal.
5. Internet Disintermediation & NDC (2010s–Present): Rise of airline direct dot-com websites, OTAs, and IATA New Distribution Capability (NDC) XML APIs, shifting control back to airline retailing.

Electronic Ticket (E-Ticket) Coupon Lifecycle

[Open (O)] ──> [Checked-in (C)] ──> [Lifted / Boarded (L)] ──> [Flown / Used (F)]
     │
     ├──> [Exchanged / Reissued (E)]
     ├──> [Refunded (R)]
     └──> [Void (V) - Same day only]

1. O (Open for Use): Ticket has been issued, paid, and validly confirmed; available for travel.
2. C (Checked-In): Passenger has checked in online or at the airport counter; boarding pass generated.
3. L (Lifted / Boarded): Passenger has scanned boarding pass at the departure gate and boarded the aircraft.
4. F (Flown / Used): Flight has arrived; revenue coupon is finalized and released for interline financial clearing.
5. V (Void): Ticket was cancelled within the same business day of issuance (zero financial penalty).
6. R (Refunded): Ticket coupon was cancelled and funds credited back to passenger folio.

IATA New Distribution Capability (NDC)

NDC is an XML-based technical data transmission standard developed by IATA allowing airlines to bypass traditional legacy GDS constraints:

Strategic Benefits:

1. For Airlines: Enables direct retailing of personalized offers, dynamic bundled ancillaries (seat selection, extra baggage, lounge access, in-flight Wi-Fi), and eliminates heavy GDS segment booking fees ($4–$12 per segment).
2. For Travel Intermediaries: Provides access to exclusive NDC-only discount fares and ancillary bundles that airlines withhold from legacy GDS channels, enhancing quote transparency.
3. For Consumers: Delivers transparent, rich multimedia content (photos of actual legroom and cabin seating) and personalized loyalty offers matching specific corporate or leisure preferences.

Standard GDS PNR Creation Procedure

1. Availability Query: AN15OCTKTMDELL (Amadeus) displays flights on 15 Oct from KTM to DEL.
2. Sell Flight Segment: SS1Y1 sells 1 seat in Y class on flight line 1.
3. Passenger Name Field: NM1SHRESTHA/ANIL MR enters passenger surname and title.
4. Contact / Phone Element: AP KTM 9801234567-M enters contact mobile number.
5. Ticketing Time Limit Element: TKOK or TKTL10OCT/1800 sets ticketing deadline.
6. Received From Element: RF PASSENGER ANIL identifies the requesting caller.
7. End Transaction: ET or ER closes and saves the transaction; GDS system generates a unique 6-character alphanumeric record locator (e.g., `Q7X9ZP`).

Electronic Miscellaneous Documents (EMD)

An EMD is the standardized IATA electronic voucher used to issue, account for, and collect payment for non-flight ancillary airline services and penalty fees:

1. EMD-A (Associated): Directly linked to a specific flight coupon in the e-ticket; consumed simultaneously when the flight is flown (e.g., pre-paid excess baggage, preferred extra-legroom seat assignment, pet in cabin).
2. EMD-S (Standalone): Independent of a specific flight coupon; used for autonomous ground services or penalty charges (e.g., ticket change penalty re-issue fees, refundable deposit vouchers, airport lounge access pass).

Ticketing Fraud Prevention & Credit Controls

1. GDS Sign-In Security: Individual agent dual-factor password authentication with automated session timeouts; restricting ticketing authorization codes (Office ID / Sine-in) to certified ticketing staff.
2. Credit Card Fraud Scrubbing: Mandating 3D Secure / OTP verification for telephone or online bookings; refusing high-risk third-party card payments for same-day one-way international flights without verified physical ID copy.
3. BSP Credit Limit Monitoring: Monitoring the agency"s cumulative weekly ticketing volume against the IATA BSP cash bank guarantee limit to avoid automated ticketing blackouts.

GDS Command Sequence Simulation (Amadeus Platform)

(a) Flight Availability Query:

• Command: AN20NOVKTMQRDOH
• Feedback: System displays scheduled QR flights from KTM to DOH with seat availability by booking class (e.g., QR 647 J4 C4 Y9 M9 K9 L9 09:15 11:45).
• Follow-up connecting flight display: AN20NOVDOHLHR/AQR displays connecting flight line (e.g., QR 003 Y9 M9 L9 14:00 18:30).

(b) Seat Selling for 2 Passengers:

• Command: SS2M1*2
• Feedback: Sells 2 seats in M class on flight lines 1 (KTM-DOH) and line 2 (DOH-LHR). Status changes to HK2 (Holding Confirmed for 2).

(c) Passenger Name Entries:

• Command: NM1SHARMA/RAJESH MR 1SHARMA/SUNITA MRS
• Feedback: Names recorded in GDS PNR header.

(d) SSR Meal Requests (Hindu Vegetarian Meals):

• Command: SR HNML/P1,P2
• Feedback: Transmits Special Service Request HNML for both passengers to Qatar Airways; system updates status to NN (Need/Pending) and confirms as KK upon airline acceptance.

(e) Pricing Itinerary & Creating Transitional Stored Ticket (TST):

• Command: FXP (Price and create TST)
• Feedback: System prices the itinerary at lowest guaranteed M-class tariff, displaying base fare in NUC, converted to NPR, itemizing taxes (airport tax, carrier fuel surcharge), and builds the electronic TST.

(f) Finalizing and Issuing E-Tickets:

• Command: TTP (Ticket Print / E-Ticket Issue)
• Feedback: System validates agent BSP credit, generates two 13-digit e-ticket numbers (e.g., 157-2490812345 and 157-2490812346), changes coupon status to OPEN, and emails the confirmation itinerary.

Strategic Case Study: Navigating GDS Surcharges & The NDC Transition

1. The Commercial Dilemma for Nepalese TMCs:

• The Cost Penalty: A round-trip booking with 4 flight segments faces an extra USD 60 to USD 100 in GDS distribution fees, making legacy GDS quotes visibly non-competitive compared to booking directly on airline websites.
• Loss of Content (Fare Disparity): Airlines deliberately withhold promotional entry-level fares and modern seat/baggage bundles from legacy GDS feeds, offering them exclusively through NDC.
• Operational Fragmentation: TMC corporate booking workflows, automated mid-office invoicing, back-office accounting, and client travel reporting are deeply hardcoded into legacy GDS systems. Bypassing GDS for multiple disparate airline direct web portals destroys agent productivity and creates booking reconciliation chaos.

2. Strategic Survival Roadmap for Modern TMCs:

1. Adopt NDC-Aggregated Multi-Source Platforms: Upgrade agency front-office booking tools to modern multi-source aggregators (e.g., Amadeus Selling Platform Connect with NDC-X, Travelfusion, or Sabre Red 360) that combine legacy EDIFACT and direct NDC content onto a single comparison screen.
2. Shift from Commission Dependency to Management Service Fees: Transition corporate client contracts to transparent transaction-fee models (charging flat corporate management fees per booking) rather than relying on vanishing airline base commissions.
3. Deliver Unmatched Corporate Value-Add: Focus on high-touch duty-of-care corporate tracking (traveler emergency security locating), policy compliance enforcement, and consolidated corporate expense reporting—services individual airline websites cannot offer.