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TERADATA PIA CONTACT CENTER

Reservation

Operation Manual

PIA Contact Center

Reservation Operation Manual

October 2013 Version 1

Issue and control of PIA Contact Center Reservation Operation Manual This Manual is the property of PIA Contact Centre. It is not to be reprinted or duplicated without the permission of PIA Contact Centre Management. Revisions are made by amending the content of a topic; the changed topic is given a new Revision Number. The revision status shall also be updated at the index Section of the manual. The page revision will reflect at the footer on each page. It is the responsibility of the Management to upload new version on intranet, and retain old copy as historical record. This document is not to be duplicated. Any one desirous of having a copy for informational purposes should contact the Management, who shall authorize in writing. Compliance with the requirements of this Manual and its referenced documents is mandatory on everyone within the scope of this Contact Centre. All SOPs have been made with the approval of PIA management.

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Table of Contents

International Civil Aviation Organization (ICAO)

• Function of CAA

Pg 7

International Air Transportation Association (IATA)

• Benefits

• Function of IATA

Pg 7

The Six Freedom of Air Pg 8

SABRE

• EPR

• Confidentially of Sign In Code

• Login / Sign In

• Password

• Logout / Sign Out

Pg 9

Time Format in Airline Industry Pg 10

Days Code In Airline Industry Pg 10

Meals Code in Airline Industry Pg 11

PIA Fleet Pg 11

Airline Reservation

• Definition

• Reservation Cycle

Pg 12

PNR Creation Checklist

• Seat Availability

• Reservation Booking Designator (RBD)

• Standard Name Format

• Passenger Contact in Reservation

• Time Limit Parameters for PIACC

Pg 13

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• Advance Passenger Information System (APIS)

• Electronic Ticketing

o Benefits

o Virtual Coupon Record (VCR) Status Code

o VCR History Code

o Change Restrictions

o E-Ticket Receipt on Web

o E-Ticket Original Copy

o Ticket & Discount Codes

o Reservation Codes on Ticket

o Payments Codes

o Paper Documents Snap Shot

o Prepaid Ticket Advice (PTA)

o Prepaid Ticket Advice (Screen Shot)

• Email Through SABRE System

• Cut-OFF Time for Acceptance of Reservation before Departure of Flight

• Transfer of PNR to another Office and/or Travel Agent

• Baggage Service

o Baggage Allowance

o Kinds of Baggage

o Useful Tips for Hand Carry/Cabin Baggage

o Basic Concept of Baggage Allowance

o Baggage Rules & Restriction

o Fixed Custom Duty Electronic Items

• Reporting/Check-In Time at Airport

• Collection of Photocopies of Travel Documents (To/From) Pakistan

o OK to Board Procedure

o Direct Airside Transit Visa (DATV)

o Visa Requirement for Canada

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o SCHENGEN Visa

o Screen Shots of Travel Documents

• Advance Boarding Pass – City Check In

• Transit Passenger & Lay Over Procedure

Special Reservation

• Definition of Group

• Expectant Mother Travelling Information

• Stretcher Case

• Passenger Travelling with Dead Body

• Carriage of Animals in Cabin

• Armed Passenger

• Pre-Paid Ticket Advice (PTA)

• Miscellaneous Charges Order (MCO)

• AAA Updates PIA GSA’s

Pg 40

Armed Forces Titles

Action Status Codes

Standard Phonetics for Reservations

Pg 47

Pg 48

Pg 50

Operational SOPs

• Northern Area Flights

• Ticket at Door Step

• Confirmation of “D” Class Bookings

• VCR Update/Revalidate Policy

• Web Ticketing

• Ticketing Staff for Extension/Re-issuance of Parliamentarian/APW/MCO

• New APIS Requirement for Passengers Travelling to/from USA

• Interline E-Ticketing

Pg 52

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• IET Code Share Flights

• Excess Baggage Promotion (EX-UK)

• Cancellation Procedure for Reservation (Domestic & International)

• Stretcher Case Bookings on PIA Flights

• Unaccompanied Minor (UMNR)

• Virtual Agent Procedure & Refund

• Easy Paisa

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Organizations and regulators in Aviation industry

International Civil Aviation Organization (ICAO)

ICAO was established in 1944, it’s headquarter is situated in Montreal.

CAA was established in Pakistan in 1982.

Functions of CAA

Aviation regulator

Licensing of Airlines/Pilots/Engineers

Certification and airworthiness of Aircrafts

Traffic control facilities

Maintenance of Airports and run ways

Provision of Fire and Rescue facilities at airports across nation

Communication system and investigation aids including ground making

To manage the aeronautical maps and charts

Bi-lateral agreements with other airlines and aviation organizations

Investigations of aviation disasters in the country

To represent own country at all international aviation related bodies

International Air Transportation Association (IATA)

IATA was established in 1945. Head office is in Montreal (Canada).

Benefits

For the airlines, IATA provides machinery for finding joint solutions to problems often beyond the

resources of any single company. It is a pool of experience and information and the administrator of

many common services and enterprises.

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Functions of IATA

Regulates Airlines and policies related to passengers and cargo

Provides fare principles and rules

Rules and regulations for all airlines (terms of carriage)

Cooperate with ICAO and other international agencies

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The Six Freedoms of Air

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SABRE Reservation System Semi Automated Business Research Environment, a computer reservation system which was developed

to automate airline booking/reservation system.

EPR:-

Employee Profile Record, it contains 5 numeric numbers which is also use as SABRE login.

Example: 80016

Confidentiality of Sign In code:-

The sign in code must be kept confidential. It must be used during duty hours only. It should not be

disclosed to any person under any circumstances. The user is required to sign out whenever he/she is

leaves the work station, even for a brief period.

In case it is detected that the sign in code allotted has been misused by the user or is being shared with

a colleague the concerned user shall be held personally responsible and subjected to severe disciplinary

action.

Login/Sign-In:-

SI 80016 Sign In with agent EPR

System will ask the password, user has to enter his/her password for Sign-In.

Password:-

A string of characters that allows to access to the SABRE Reservation System. SABRE password should

contain minimum 7 characters and maximum 8 characters. It should not contain letters “Q” & “Z”. User

has to change his/her password after every 45 days. Check SABRE guide for password change.

Logout/ Sign-Out:-

SO Agent Sign-Out from Current Area

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SO* Agent Sign-Out from All Areas.

Time Format in Airline Industry

Most airlines use the 24-hour clock system when relaying related information. They use this system when assigning trip departures, check-in times and other forms of time designation. The 24-hour clock alleviates communication problems and is more convenient.

Typically, people tell time using a 12-hour clock (the numbers 1 through 12), and adding "a.m." or "p.m." to indicate morning or afternoon. Using the 24-hour clock system, you count each hour from 0 to 24 (because there are 24 hours in a day). When you reach 12 o'clock noon, you continue to count from 12 to 13 (1300 is 1:00 p.m., 1400 is 2:00 p.m., 1500 is 3:00 p.m., etc.) around the clock, until you reach 2400 or midnight.

At 2400, you start again from the beginning-0000 (which is also considered midnight) to 0001 (one minute after midnight) to 0002, 0003, 0004...0059, 0100 (which is 1:00 a.m.), 0101, 0102, 0103, 0159, 0200, etc.

The following breaks down "a.m." and "p.m." hours.

0000 to 1159 = a.m. hours 1200 = noon

1200 to 2359 = p.m. hours 2400/0000 = midnight

When reading the 24-hour clock: 1000 is "ten hundred," 0540 is "five forty," 0030 is "zero thirty" and

1945 is "nineteen forty-five."

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Days Code In Airline Industry Use in SABRE

Days Codes

Monday M or 1

Tuesday T or 2

Wednesday W or 3

Thursday Q or 4

Friday F or 5

Saturday J or 6

Sunday S or 7

Meal Codes In SABRE

Breakfast M

Lunch L

Dinner D

Snacks S

Meal M

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PIA Fleet

Aircraft Type Aircraft Name

772 B 777 – 200 (Boeing 777)

773 B 777 – 300 (Boeing 777)

742 B 747 – 200 (Boeing 747 – Jumbo)

743 B 747 – 300 (Boeing 747 – Jumbo)

310 A 310 (Airbus 310)

31L A 311 (Airbus 311)

737 B 737 (Boeing 737)

ATR ATR (Air Turbo Prop)

From time to time, PIA adds new aircrafts in the fleet and their codes are

designated in system.

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Airline Reservation

Definition:-

An "airline reservation" is a legal contract whereby an airline undertakes, in exchange for a certain

amount of money, to provide a seat to a specific passenger by plane on a specific flight from one

specified airport to another. The plane is scheduled (but not guaranteed) to leave at a certain time and

touch down at the destination at a certain time. Whether the airline reservation may later be changed

varies from ticket to ticket (typically, low cost carriers are less flexible in this regard).

Reservation Cycle:-

Domestic International

PIA Ticketing Counter IATA Travel Agencies

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PNR Creation Checklist

Following are mandatory fields of reservation and reservation may be considered void or incomplete

where any field is missing;

1. Check seats availability in required date/ RBD / sector

2. Offer lowest RBD first if available

3. Offer alternates flight in-case of non-availability of seats.

4. Name as per VIT / Visa /PSPT / CNIC (As per requirement).

5. Contact numbers.

a. For one way trip: origin contact number is mandatory.

b. For return trip: origin and destination both contact numbers are mandatory

6. Time limit as per PIACC policy.

7. Complete APIS entries (as per requirement)

8. Enter caller name (receiving field)

9. Offer PRS.

10. Value added service (Home delivery / fares/ discounts or special requests).

11. Summarize complete details to customer before ending the transaction

12. Travel document advised (USA /UK /INDIA and Canada Ex-PAK only).

Seat Availability:-

1 (Date) (Origin – Destination) To check availability for any specific date

1 20OCT KHI ISB To check availability for Karachi to Islamabad on 20th October

For further detail, check SABRE guide.

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Reservation Booking Designator (RBD):-

Base RBD: Represents the physical configuration of the aircraft as well as the partitioning of the cabin Nested RBD: These are sub-divisions of the seats within a Base class. Reservation booking designators are listed in the system on each flight according to revenue

value in a descending order and are indicated by a single alphabetic character.

Base RBDs Nested RBDs

C C, G, B, S, J, D, A

Y K, F, H, N, M, T, V, O, U, Z, E

P P, S, L, Q, W, I, R, X

Booking RBDs for Revenue Passengers:-

Revenue passengers shall be booked in C, G, B, J, S, Y, K, H, V, M, T, N, P, Q, L, and F classes

according to the fare paid and conditions applied. For details refer to F*PIA

Booking RBDs for Non-Revenue Passengers:-

Non Revenue passenger shall be booked in D, E and R class only.

Booking RBDs for Awards Plus Members:-

Award Plus members (free tickets) are booked in A, Z and X class. The PNR shall be created / changed by the Award Plus Section or by the Ticket Offices who have received the telex authority issued by the Award Plus Section (KHIRLPK).

Note: The above classes are subject to changes as and when there is a change in PIA’s policy. New classes may be added and existing ones may be discontinued.

Standard Name Format:-

The name element in a PNR is the most important part of a reservation record. As a rule the name must be entered in a strict sequence and format to meet the standard Airline industry practice. Exceptions to the rules are highlighted below and must be adhered to accordingly. Where customer is member of PIA Frequent Flyer program, reservation must be made using STAR VIT entries.

The name can be classified under 3 categories:

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Non identical Family Name

Identical Family / Surname

No Family /Surname

a) NON-IDENTICAL FAMILY NAME: Single Passenger / Single Surname

Single Passenger Multiple Surnames

b) IDENTICAL FAMILY NAME:

Multiple Passenger / Multiple Surnames

Multiple Passenger /Single Surname

Note:

In case if the name of multiple passengers with single surname exceeds 63 characters, it may be continued as a new name item in a new line.

When passenger(s) making reservations indicate that they already hold a ticket for reservation being

requested, the name entered in the PNR shall be the same as appearing on the ticket except in case of

passengers travelling to the countries where APIS format is required. Countries currently using APIS

format are USA, Canada and UK (to and from travel)

c) NO FAMILY / SURNAME

Single Passenger / No Family / Surname

Multiple Passenger / No Family / Surname

Note:

Use name as in passport and avoid replacing the name with an initial. Complete name facilitates check

in and improves passenger service.

Use appropriate titles:

MR Male passenger over 12 years and older

MRS Married Female passenger

MS Female passenger over 12 years and older/widow/divorcee

MISS Female passenger below 12 years

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MSTR Male passenger below 12 years

Passenger Contact in Reservation:-

Passenger contact at origin, intermediate and turn around point must be provided to enable flight reconfirming, inform incidental changes and customer service after office hours / public holidays. PNRs, that do not include correct passenger contact, are liable to be cancelled during flight check. Customers shall be encouraged to provide Cell phone numbers so SMS services can be provided. The correct entry for phone field can be found in SABRE guide.

Time Limit Parameters for PIACC:-

All PNRs must be ticketed according to the time limit parameters given by PIA and available on

Infopages.

Cut OFF Time for Acceptance of Reservation before Departure of Flights

Domestic 2 hours prior to flight departure when check-in starts.

International 4 hours prior to flight departure when check-in starts.

Advance Passenger Information System (APIS):-

Effective March 1, 2006 APIS requirements have changed from PSPT to DOCS for all outbound and

inbound flights of PIA. Henceforth PSPT format has been discontinued and following DOCS entry shall be

used for all destinations.

For flights to USA, additional data elements are required to be collected and added to the Passenger’s

record according to the various categories of Travelers defined below.

APIS for USA (EX - PAK ONLY)

1. Traveling on US Passport: DOCS/P…..DOCA/R/US required.

2. Traveling on Green Card (Issued on/after 21st April 1998): DOCS/P , DOCS/C

& DOCA/R/US required.

3. Traveling on Alien Card (Issued before 21st April 1998): DOCS/P, DOCS/A

& DOCA/R/US required.

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4. For all other PSPT/ Visa categories: DOCS/P, DOCA/D and DOCA/R/YY required.(YY means any

country)

APIS for INDA (EX - PAK ONLY) 1. Traveling on Indian Passport: Only DOCS/P required.

2. For all other PSPT/ Visa categories: DOCS/P, DOCA/R and DOCO required.

3. Transit passenger on Delhi/ Bombay flights (KHI-BOM-LHR): Only DOCS/P required.

APIS for European Countries (EX - PAK ONLY)

Below European APIS are mandatory for all types of passport /residence card and visa conditions. There

is no exemption in any PNR scenario.

1. DOCS/P (Passport information)

2. DOCA/R and DOCA/D (Residence and Destination Information)

3. DOCO (Visa Information)

APIS for other countries

Only DOCS/P required.

Note: Above all details are also mandatory for Non-Revenue (NS1/Sublo) passengers.

Electronic Ticketing

An E-Ticket is an “Electronic Ticket” which means booking and ticketing details of passengers are stored

safely on SABRE Multi Host Reservation System thus removing the need of paper ticket. It’s also called

VCR (Virtual Coupon Record).

Benefits

Eliminates the cost of paper ticket stock.

Reduces the cost of processing passenger coupons.

Eliminates fraudulent use resulting from stolen documents.

Reduces fraud by minimizing paper document.

Eliminates the risk of lost or stolen tickets.

Secured document for passenger to carry.

Virtual Coupon Record (VCR) Status Codes

OK: It indicates OK to travel, also when the VCR is newly created.

CKIN: (Check In) it indicates that advance boarding pass has been issued. In case change of

booking is required, boarding pass will need to be returned.

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LFTD: (Lifted) when passenger returns his advance boarding pass CKIN changes to LFTD and

finally become OK or USED. Multiple/changing status of VCR may not be visible to everyone

USED: It indicates that the coupon is used now. This status will appear on coupon at the time

boarding or after journey is completed

VOID: The VCR is voided.

EXCH: (Exchange) If class of travel is changed or re-routing takes place.

PRT: (Printed) The coupon is printed. Refund Process is initiated

PRTX: (Printed by pooled Airline) In interlining ticket if the pooled airline print the coupon this

status will appear.

CTRL: (Controlled) OK status VCR but in control of another carrier.

NOGO: Not valid for travel due to any reason.

RPRT: (Re-printed) Ticket re-printed

USED (OK): At the Time of boarding status become USED but in case of suspension of flights it

again turns to OK.

RFND: (Refunded) Ticket refunded

PRFD: (Partially Refunded) Ticket is partially refunded or one way refunded.

UTL: (Un-Titled) VCR is 7 or more days older so it is now no longer available for viewing.

VCR History Codes

History Transaction Code Definition

CKI Check-in/BP Issued

DVD Original PNR Divided

EXA Exchange/Add Collect

EXE Even Exchange

EXR Exchange/Refund

FF Frequent Flyer NBR updated

ITN Itinerary Issued

LIF Ticket Lifted

MASS Return Control returned to Host via Mass return (IET)

OC Original VCR Creation

OSO OSO/IROPS

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Changes Restrictions

NENT Non Endorsable, Non Transferable

NON REF Non Refundable

NRRT Non Re-Routable

PNR PNR Number Updated

PRT Printed

RCT Receipt Issued

REST Restored1

RMK Remark Line Added

RPT Reprinted

RTND Control returned to Host (IET)

RVK Security/Revoked

RVL Ticket Revalidated

SAC Settlement Authorization Code received

TKT Paper Ticket Issued

UTP Unable to process (IET)

USE Used

VD Void

VSD Void Supporting Document

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E-Ticket Receipt on Web

E-Ticket Original Copy

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Ticket & Discount Codes

Children CHD

Infant INF

Defense MM-

Journalist JD-

Student SD-

Blind GB-

Air Industry ID-

Govt. Directed Fares. DG-

Group Affinity GA-

Student Group SG-

Seamen Group GS-

Inaugural Guest IG-

Individual Seaman SC-

Civil Servants serving In northern area DGN50

Civil Servants serving In Baluchistan DGB50

Travel Agents AD-

Stand by Fares UU

Same day return Fares F/PR or C/PR

Family Fares PF

Deportee DE

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Unaccompanied Minors UM-

No Stopovers X

Stretcher Case STCR after the name of the PAX

Charter Written in the fare box

Reservation Codes on Ticket

Confirmed seat OK

Waitlisted or request RQ

Subject to availability of seat (Sublo) SA

Infants (No seat) NS

Payments Codes

Cash/travelers Cheque Cash

Cheque Cheque/Check

Credit CR

Air Passage Warrant APW

Government Transport Request/Warrant GR

UTAP TP

American Credit Card AX

Habib Bank Credit Card HB

United Bank Credit Card UB

Muslim Commercial Bank Credit Card IK

Dinner’s Club Credit Card DC

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Master Card CA

Visa International BA

PTA PT

Paper Documents Snap Shot

Paper Ticket

Prepaid Ticket Advice (PTA)

PTA is like any other reservations transmission except that someone other than passenger makes payment in another city. It always involves two carriers or two offices of the same carrier.

A PTA may include, besides passenger’s fares, payment to cover tax, excess baggage and incidental expenses, which may be incurred by passenger en-route.

Travel agencies are not permitted to issue PTA.

Issuance of PTA will be subject to the applicable government regulations relating to the issue of ticket to/from another country.

Note: PTA charges have been withdrawn on whole PK network (domestic/international) after implementation of E-Ticketing across the network.

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Prepaid Ticket Advice Snap Shot

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Email through SABRE System

Email can be sent through SABRE using following command.

Entry: PE‡[email protected]‡

After retrieving the PNR enter 6 field and then send the itinerary e-mail message by entering EM.

Guidelines:

The underscore character “_” cannot be used in SABRE. Use two equal sign (= =) in place of

underscore.

Multiple e-mail addresses are allowed in a PNR and maximum 99 addresses can be entered in a

PNR.

If a PNR was booked by other than SABRE system (TTY) then, an e-mail (EM) cannot be sent

using SABRE . (The response will be “NOT AUTHORIZED TO EM THIS PNR)

More Helpful Entries:

EMR End, Mail and Redisplay

*PE Display e-mail data

*HPE Display history of e-mail data

*HEM Display EM history

EM‡A3 E-mail send to a Name associated e-mail address

5‡ FREE TEXT (HAVE A NICE FLIGHT) Comments displayed at the bottom.

Reporting / Check-In Time at Airport (Valid only for PIA Flights)

Domestic Flights 2 hour prior flight departure

International Flights 4 hour prior flight departure

Cut-OFF Time for Acceptance of Reservation before Departure of Flight

Domestic Flights 2 hours prior to flight departure when check-in starts.

International Flights 2 hours prior to flight departure when check-in starts.

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Transfer of PNR to another Office and/or Travel Agent

A PNR created on Time Limit by PIA Contact Centre at Karachi must be ticketed by PIA’s own Ticketing

Offices, however if the passenger desires to get his ticket issued from a Travel Agent, then travel agent

by using claim command may claim the PNR for the purpose of ticketing.

Once a PNR has been claimed, the OSI field and line containing new record locator from Abacus will

automatically append in the PNR.

Following types of PNRs cannot be claimed:

Already ticketed PNRs

Prepaid tickets (PTAs)

Flown Segments/Partially utilized

Past date PNRs

PNRs with no air segments

Teletype created PNRs

PNRs already claimed (secured PNRs)

Identification of created PNR by record locator:

You can easily find out that which system the record locator belongs to, by 2 letter code after record

locator written as PNR/<2 letter codes>

/1A Amadeus System /1B Abacus System

/1G Galileo System /1S SABRE TTY

/1W World Span /1E Travel Sky TTY

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Baggage Services

PIA offers a range of baggage services for Economy, Economy Plus, and Business Plus passengers. This

section provides helpful information about baggage allowances, as well as a list of restricted items and

advice on items that should be packed in your checked baggage.

Baggage Allowance

All Airlines permit passengers to transport free of charge a limited amount of their personal belonging as

baggage. Please check Infopages for Free Baggage Allowance (FBA).

Kinds of Baggage

Passenger baggage falls into two categories.

Checked Baggage:

The baggage accepted by the carrier for the transportation in the aircraft hold. This baggage is accepted at ticket check-in counter and is delivered to the passenger at the baggage claim upon arrival. Checked baggage usually follows the same itinerary as the passenger provided the passenger is through-ticketed between carriers which participate in an interline agreement. In these circumstances checked baggage will be automatically transferred from one carrier’s flight to another. Exception to this occurs when baggage must be cleared through customs at the transfer station. The baggage will be claimed by the passenger for inspection and then given back to the carrier or its handling agent for the continuation of the journey.

Every effort is made to deliver the checked baggage on time upon arrival; however it may either be delayed at destination due to operational and situational needs. In case baggage is not received on arrival, please contact PIA office immediately at the airport and report with your baggage claim tags/receipts. You will be required to provide details of your missing baggage and contents and reveal if any part of baggage has been received. However PIA will have no liability regarding contents or items contained inside the baggage instead it will follow liability limits set by Montreal or Warsaw convention or any other applicable law.

Unchecked Baggage/Hand Cary Baggage/Carry-on Baggage:

Passenger carry-on baggage is generally limited to one piece and not to exceed certain size and weight

restrictions which enable it to be safely stowed under the seat in front of the passenger or in the

overhead locker/compartment.

In addition to the free baggage allowance each passenger may carry without additional charges the

following personal effect while emplaning/deplaning or in flight when retained in the passenger’s

custody.

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1. Lady’s handbag, pocketbook or lady’s purse of appropriate normal size.

2. An overcoat, wrap or blanket.

3. An umbrella or walking stick.

4. A small camera and/or pair of binoculars transistor without cells.

5. A reasonable amount of reading material for the flight.

6. An infant carrying basket or bassinet.

7. Infant food for consumption in flight.

8. A fully collapsible invalid wheel chair and/or a pair of crutches for incapacitated passenger’s

dependant on the wheel chair, subject to availability of space and or braces or other prosthetic

device for the passenger use.

9. Any other articles including brief case typewriters overnight bags personal radio, vanity or

cosmetic cases, hat box etc will not be carried free unless the weight thereof is included in the

free baggage allowance .

Any damage to unchecked/carry-on baggage is not the responsibility of airline.

Useful Tips for Hand Carry/Cabin Baggage

Cabin baggage in excess of specified dimensions and weight shall not be allowed in the cabin.

Allowed weight is 7 KGS, and the size is 40 x 25 x 60 CMS (H x B x L)

Basic Concept of Baggage Allowance

The Weight Concept is used all over the world except USA & Canada (across Atlantic Flights). This

defines the baggage entitlement in Kilos.

The Piece Concept is in use on flights within, to and from USA & Canada.

Baggage Rules and Restrictions

For the safety of our passengers and aircraft, passengers are prohibited from carrying the following

items in either checked or hand baggage:

Explosives, munitions, fireworks, and flares.

Security-type cases/boxes incorporating goods such as lithium batteries or pyrotechnics.

Compressed gases (flammable, non-flammable, or poisonous) such as butane, propane,

aqualung cylinders, lighter fuels, or refills.

Oxidizing substances such as bleaching powder and peroxides.

Flammable liquids such as paints and adhesives.

Flammable solids such as safety matches and articles which are easily ignited.

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Disabling devices such as mace or pepper sprays, with irritant properties.

Poisons such as arsenic, cyanides, or insecticides.

Radioactive Materials.

Corrosive materials such as mercury (which may be contained in thermometers or blood

pressure gauges,) acids, alkalis, and wet cell batteries.

Any other substances which, during a flight, present a danger not covered above, such as

magnetized, offensive, or irritating materials.

Lighters (butane, absorbed fuel, electric, battery-powered, and novelty lighters) are not to be

carried in the carry-on and checked baggage. This ruling by The Transportation Security

Administration (TSA) applies to all passengers arriving into or departing from United States of

America.

In addition, passengers are not allowed to carry the following items in their hand baggage for

passengers’ safety and security reasons. To minimize inconvenience, you are advised to check in or put

these items in your checked baggage instead

Knives (including hunting knives, swords, and pocket knives).

Scissors and any other sharp/bladed objects (e.g. ice-pick, nail clippers) considered illegal by

local law.

Do ensure that all bags are properly labeled, both inside and outside. Include full name, home

and destination addresses and telephone contact information, and remove old destination tags

and labels.

Fixed Custom Duty Electronic items:

Deep freezer, Refrigerator, Microwave oven, Cooking range, Washing machine, AC/Splits (For details:

www.cbr.gov.pk)

Following articles may be carried Free of charge and not included in Hand carry and Luggage. (Only

One)

Lap top, Personal wheel chair, Infant's carrying basket, Overcoat, Small camera, Umbrella/Stick, Few

books for flight, Lady's hand bag/purse, Guitar, Golf kit (less than 15Kgs)

*Duty items list is updated frequently and is not limited to above.

http://www.cbr.gov.pk/

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Collection of Photo Copies of Travel Documents (To / From) Pakistan

All passengers must be advised to carry their travel documents (2 sets) in order to reduce the hassle and

discomfort faced by the passengers who are travelling to/from Pakistan (except Far East).

2 sets of following photocopies are mandatory to submit at CHECK-IN counter.

Passport 1st Page

Visa Page or PRC/Green Card

This policy is applicable for all passengers irrespective of Nationality/Passport. (No Exemption)

OK To Board Procedure

OK TO BOARD stamp is mandatory on fax or email visa for PAK-Gulf/UAE traveling.

Step 1: Original visa verification at Gulf/UAE booking office by Sponsor/Kafeel.

Step 2: Gulf/UAE office will send an email to PAK booking office to allow the traveling from Pakistan.

Step 3: PAK booking office will put a stamp of OK TO BOARD on fax/email visa.

Step 4: Passenger will get the original visa on arrival at Gulf/UAE immigration.

List of Exempted Countries/Categories from OK to Board

Andorra

Australia

Austria

Belgium

Brunei

Canada

Denmark

Finland

France

Greece

Germany

Holland

Hong Kong

Iceland

Ireland

Italy

Japan

Liechtenstein

Luxembourg

Malaysia

Monaco

New Zealand

Norway

Portugal

San Marino

Singapore

South Korea

Spain

Sweden

Switzerland

Vatican City

USA - United States of

America

United Kingdom

Gulf Co-operation

Council (GCC) States

**Above list resident are entitled to visa on arrival in UAE

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Direct Airside Transit Visa (DATV) Requirement of UK for on-ward USA Travelling

DATV Required

Following categories of passengers require Direct Airside Transit Visa (DATV) while they are travelling

to/from USA via UK.

1. Greed Card issued before 21st April 1998.

2. Parole III paper visa (under process visa case).

3. Any wet stamp visa on passport.

4. I-551 visa (Green Card renewal case valid for 1 year).

5. Re-entry permit holder visa (Over stay permission for 2 years).

6. Refugee travel documents (passport/visa) holder.

DATV Not Required

1. All types of visit visas (stickered on passport).

2. Canadian Permanent Resident Card holder (Date of Issuance after 28th June 2002).

3. Student Visa (if stickered).

4. Family Joining Visa (if stickered).

5. Immigrant Visa (if stickered).

6. US Passport holder.

7. Greed Card issued after 21st April 1998.

Visa Requirement for Canada (Ex-Pakistan)

Document Type Visa Requirement

Citizenship Card Yes

Valid Canadian PRC (5 years validity) No

Canadian Passport No

Canadian Visa No

**Validity must be checked for above documents types

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Countries Whose Citizens Require Visas to Enter Canada

Citizens of the following countries and territories require a Visa to VISIT or TRANSIT Canada:

A

Afghanistan

Albania

Algeria

Angola

Argentina

Armenia

Azerbaijan

B

Bahrain

Bangladesh

Belarus

Belize

Benin

Bhutan

Bolivia

Bosnia-Herzegovina

Brazil

Bulgaria

Burkina Faso

Burundi

C

Cambodia

Cameroon

Cape Verde

Central African Rep.

Chad

Chile

China, People's Rep. of

Colombia

Comoros

Congo, Democratic Rep.

of the

Congo, Rep. of the

Croatia

Cuba

Czech Rep.

D

Djibouti

Dominica

Dominican Rep.

E

East Timor

Ecuador

Egypt

El Salvador

Equatorial Guinea

Eritrea

Estonia

Ethiopia

F

Fiji

G

Gabon

Gambia

Georgia

Ghana

Grenada

Guatemala

Guinea

Guinea-Bissau

Guyana

H

Haiti

Honduras

Hungary

I

India

Indonesia

Iran

Iraq

Israel (only Israeli

citizens holding valid

Israeli "Travel

Document in lieu of

National Passport")

Ivory Coast

J

Jamaica

Jordan

K

Kazakhstan

Kenya

Kiribati

Korea, North

Kuwait

L

Laos

Latvia

Lebanon

Lesotho

Liberia

Libya

M

Macao S.A.R.

Macedonia

Madagascar

Malawi

Malaysia

Maldives Islands

Mali

Marshall Islands

Mauritania

Mauritius

Micronesia, Fed. States

Moldova

Mongolia

N

Nauru

Nepal

Nicaragua

Niger

Nigeria

O

Oman

P

Pakistan

Palau

Palestinian Authority

Panama

Paraguay

Peru

Philippines

Poland

Q

Qatar

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Kyrgyzstan Morocco

Mozambique

Myanmar (Burma)

R

Romania

Russia

Rwanda

S

Sao Tomé e Principe

Saudi Arabia, Kingdom

of

Senegal

Seychelles

Sierra Leone

Slovak Rep.

Somalia

South Africa

Sri Lanka

Sudan

Surinam

Syria

T

Taiwan

Tajikistan

Tanzania

Thailand

Togo

Tonga

Trinidad and Tobago

Tunisia

Turkey

Turkmenistan

Tuvalu

U

Uganda

Ukraine

United Arab Emirates

Uruguay

Uzbekistan

V

Vanuatu

Venezuela

Vietnam

Y

Yemen

Yugoslavia

Z

Zambia

Visitor Visa Exemptions for Canada

Many people do not require a visa to visit Canada. These include:

Citizens of Andorra, Antigua and Barbuda, Australia, Austria, Bahamas, Barbados, Belgium, Botswana, Brunei, Costa Rica, Cyprus, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Israel (National Passport holders only), Italy, Japan, Liechtenstein, Luxembourg, Malta, Mexico, Monaco, Namibia, Netherlands, New Zealand, Norway, Papua New Guinea, Portugal, Republic of Korea, St. Kitts and Nevis, St. Lucia, St. Vincent, San Marino, Singapore, Solomon Islands, Spain, Swaziland, Sweden, Slovenia, Switzerland, United States, and Western Samoa;

Persons lawfully admitted to the United States for permanent residence who are in possession of their alien registration card (Green card) or can provide other evidence of permanent residence.

British citizens and British Overseas Citizens who are re-admissible to the United Kingdom; Citizens of British dependent territories who derive their citizenship through birth, descent,

registration or naturalization in one of the British dependent territories of Anguilla, Bermuda, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Montserrat, Pitcairn, St. Helena or the Turks and Caicos Islands;

Persons holding a valid and subsisting Special Administrative Region passport issued by the Government of the Hong Kong Special Administrative Region of the People's Republic of China;

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SCHENGEN Visa

With the SCHENGEN visa you may travel on the following 25 countries. Countries authorize to issue SCHENGEN visas: Austria,Belgium,CzechRepublic,Denmark,Estonia,Finland,France,Germany,Greece,Hungary,Iceland,Ital

y,Latvia,Lithuania,Luxembourg,Malta,Netherlands,Norway,Poland,Portugal,Slovakia,Slovenia,Spain,S

weden, Switzerland

THE SCHENGEN AGREEMENT On 25 March 2001 an agreement has been in effect between a group of 25 countries. The agreement abolishes border controls between those countries, as long as the necessary controls have been completed upon first entering one of the SCHENGEN countries. For you, this means that you will need only one visa for any or all of those fifteen countries. Whether you are visiting for business or pleasure, if you are not staying longer than 90 days, the Schengen visa is your best choice. MAP OF EUROPE

**SCHENGEN COUNTRIES IN BLUE **NON-SCHENGEN COUNTRIES IN YELLOW

NON-SCHENGEN Countries

The United Kingdom and Ireland are the only two EU members to not have signed the SCHENGEN

Agreement both have an opt-out from the agreement. The two countries share a Common Travel Area

with no border controls. Ireland is thus unable to join the agreement without dissolving this agreement

with the UK, and thus incurring border controls at its land border with Northern Ireland

http://en.wikipedia.org/wiki/United_Kingdom

http://en.wikipedia.org/wiki/Republic_of_Ireland

http://en.wikipedia.org/wiki/Opt-outs_in_the_European_Union

http://en.wikipedia.org/wiki/Common_Travel_Area

http://en.wikipedia.org/wiki/Northern_Ireland

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List of Countries

Under the SCHENGEN regulations, citizens of countries listed below need a valid visa to visit or transit any country in the SCHENGEN area:

Afghanistan Albania Algeria Angola

Antigua and Barbuda Armenia Azerbaijan Bahrain

Bangladesh Barbados Belarus Belize

Benin Bhutan Bosnia and Herzegovina Botswana

Burkina Faso Burundi Cambodia Cameroon

Cape Verde CentralAfrican Republic Chad China

Colombia Comoros Congo Côte d'Ivoire

Cuba Democratic Republic of

the Congo Djibouti Dominica

Dominican Republic East Timor Ecuador Egypt

Equatorial Guinea Eritrea Ethiopia Fiji

Former Yugoslav

Republic of

Macedonia

Gabon Georgia Ghana

Grenada Guinea Guinea-Bissau Guyana

Haiti India Indonesia Iran

Iraq Jamaica Jordan Kazakhstan

Kenya Kiribati Kuwait Kyrgyzstan

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Laos Lebanon Lesotho Liberia

Libya Madagascar Malawi Maldives

Mali Marshall Islands Mauritania Mauritius

Micronesia Moldova Mongolia Morocco

Mozambique Myanmar Namibia Nauru

Nepal Niger Nigeria North Korea

Northern Marianas Oman Pakistan Palau

Papua New Guinea Peru Philippines Qatar

Russia Rwanda Saint Kitts and Nevis Saint Lucia

Saint Vincent Samoa São Tomé e Príncipe Saudi Arabia

Senegal Serbia and

Montenegro Seychelles Sierra Leone

Solomon Islands Somalia South Africa Sri Lanka

Sudan Suriname Swaziland Syria

Tajikistan Tanzania Thailand The Bahamas

The Gambia Togo Tonga Trinidad and Tobago

Tunisia Turkey Turkmenistan Tuvalu

Uganda Ukraine United Arab Emirates Uzbekistan

Vanuatu Vietnam Yemen Yugoslavia

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Zambia Zimbabwe

UNITED KINGDOM: England, Wales, Scotland, Northern Ireland

SCANDINAVIAN COUNTRIES: Denmark, Sweden, Norway, Finland, Iceland

BENELUX COUNTRIES: Belgium, Netherlands, Luxemburg

SOUTH WEST PACIFIC: Australia, New Zealand & Cook, Fiji, Gilbert, Solomon, Society, Samoan, New

Guinea Islands.

Screen Shots of Travel Documents

1. Machine Readable Passport

2. US Stickered or Machine Readable Visa

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3. Canadian Stickered or Machine Readable Visa

4. Machine Non-Readable Passport

Advance Boarding Pass - City Check-In

City check-in counters, available at PIA booking offices, will stamp and attach your flight coupon to your boarding pass 72 hrs prior to departure.

The facility is only for passengers traveling on domestic flights without checked baggage.

City check in return boarding passes can also be obtained if you intend to travel back within 72 hrs.

City check in boarding passes can be obtained till 06 hrs prior to departure.

City check in boarding passes enable passengers to report directly to the boarding gate just 30 minutes prior to departure.

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Important

Passengers who have already been issued advance boarding pass and desiring to change the pre

reserved seat must get their boarding pass reissued from PIA office. All PIA selling outlets must ensure

that under no circumstances should the pre reserved seats (PRS) be changed or cancelled on telephone

or at PIA offices once the advance boarding passes issued. A BPI (Boarding Pass Issued) indicator is

reflected in the PNR when advance boarding pass is issued.

Currently PIA booking offices in KHI, LHE, ISB (suspended), RWP, LYP, MUX, UET (suspended) AND PEW.

Note

1. Excluding Northern Areas.

2. Boarding Passes will not be accepted without coupon.

3. 10% additional cancellation charges after issuance of ABP.

4. No refund after departure/No-Show.

Transit Passengers and Lay over Procedure

There are three categories of transit passengers:

I. Immediate Connection: No layover involved II. Connection within Eight hours: All passengers of Business/Economy class are escorted to the

transit lounge and meals/ refreshments are provided to all these passengers on PIA’s account. III. Connection beyond Eight hours / till first available PIA Service (Only in Pakistan): All

passengers are escorted to the transit desk and Hotel Vouchers for free hotel accommodations are given to transit passengers. Business / First class passengers are provided free stay at a four star hotel. Transportation to and from hotel is arranged by PIA free of cost.

Economy class passengers are provided free stay at Hotel Inn at the airport.

Transportation to and from hotel is arranged by PIA free of cost.

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Special Reservation

Definition of a Group

Seven (7) or more passengers booked in a single transaction in any class of service on domestic /

International flights are considered a GROUP. A group should be divided only if there is a:

a. Reduction in the size of the group b. Change in the itinerary c. Pre-reserved seating of more than 50 passengers. NOTE:

1. Do not create a booking with more than 4 passengers in a PNR. As it will not land in code share

airline system.

2. Group booking (GN status) is not allowed on code share flights. If there is any requirement of

group booking on code share flights then maximum 4 passengers should be booked in one PNR.

Expectant Mother Travelling Information

At the time of booking, reservation staff will inquire passenger(s) if they or any of their group members requires medical assistance, to ascertain the possibility of travel of expectant mother.

1. Once established, reservation staff will ensure that before accepting the Expectant Mothers,

following information is available or provided at the time of booking to make certain that the

Expectant Mother is in normal health and with no pregnancy complications:

• Uncertainty of progress of pregnancy

• Time of confinement

• Expected complications in delivery

• Previous multiple births

• MEDIF (Medical Information)

2. In case of normal pregnancy, expectant mothers can be accepted for carriage up to 24 weeks of

pregnancy. However, the MEDIF will still be required, if established that expectant mother is

travelling.

3. Expectant Mothers with 25 to 28 weeks pregnancy shall only be accepted, if passenger submits

a MEDIF (Medical Information) specifically mentioning that the passenger is fit for air travels.

The MEDIF must be endorsed by the qualified doctor.

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4. In emergency situations or on compassionate Grounds, Expectant Mothers with 28 to 32 weeks

pregnancy shall only be accepted with the prior consent of CMO PIA/PIA nominated doctor on

the MEDIF and that she is accompanied by a physician or other qualified person.

5. The expectant mothers shall not be accepted for carriage after 32 weeks of pregnancy.

6. It will be mandatory for the expectant mother or her representative to fill the indemnity Bond

from PIA booking offices whenever, pregnancy is or beyond 28 weeks.

7. The MEDIF has been furnished for travel bearing a date not more than 10 days of medical

examination.

8. In case of interline travel; the required number of copies is available for the connecting carrier.

9. Expectant mother shall not be accepted on emergency exit row or the seat near the aircraft

door.

10. Any other instructions recommended by Medical Officer

Stretcher Case

• Contact Center is not authorized for stretcher case booking. • Contact Center is not allowed to receive KL or KK status. • Booking should be made at least before 72 hrs from booking office. • Normal Y class adult fare would be charged for each seat removed (aircraft wise). • One additional seat to be blocked for an attendant in all aircrafts • Free baggage allowance is according to the number of fares paid. However, personal

allowance will be limited to single entitlement and attendant accompany the stretcher will be charged one normal adult fare separately.

Passenger Travelling with Dead Body

PNR creation is allowed from the Contact Center only for attendant like a normal passenger. (Not

allowed in ATR aircraft)

Requirements

1. Hospital/Medical certificate. 2. Coffin Box certificate. 3. Police certificate. 4. Photo copy of Attendant CNIC. 5. Dead body charges would be collected at cargo before 3 hrs prior departure. 6. Attendant will travel from passenger terminal.

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PIA carries free of cost dead body of PK national that expired out of Pakistan and only on PK flight. Not

valid for domestic or EX-Pakistan

Carriage Of Animals In Cabin (At the Owner’s Risk)

PIA Contact Center is not allowed to create such PNR however makes normal booking for Passenger.

Live animals policy, (Seeing Eye dog, Falcon or Pet Animals) cannot be accepted for carriage in the

aircraft cabin but can be accepted in the hold (checked-in with cage) with valid permits and health

certificate.

Exception: Carriage of service (Seeing Eye) dogs will be accepted to/from USA on same flights.

Rules for carriage of animals

The passengers must be advised to contact the local Traffic (airport) office at least 48 hours in advance

of Travel date of the visually impaired (blind) passenger to enable the airline to make necessary

arrangements for carrying the animal.

Traffic office shall be responsible for sending messages if interlining is involved.

Size of the animal cage should not exceed the dimensions 35 x 23 x 40 inches for carriage

in the hold.

The size of the bird cage should not exceed the dimensions 12 x 18 x 16 inches for carriage in the hold.

Carriage of service (Seeing Eye) dog on flights to/from USA

A service dog will be accepted for transportation in the passenger cabin of the aircraft on flights

to/from USA, including flights between Pakistan and USA via Manchester/Barcelona or any other

intermediate point, in all classes of service.

Conditions

1. If travel involves other carriers, separate clearance must be obtained from the concerned

carriers prior to acceptance at the airport of origin.

2. No limitation to the number of service dogs aboard PIA aircraft.

3. Health related documents e.g. veterinary records required.

4. PIA will provide bulkhead seat if passenger travelling with a service dog either a bulkhead seat

or any other seat.

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5. PIA will not accept a service dog for transport in the passenger cabin under the following

circumstances;

A. The service dog is too large or heavy to be accommodated in the cabin meant for an

emergency evacuation.

B. The dog would create a direct threat to the Health or safety of others in the cabin

e.g. barks, Growls or manifests other aggressive/disruptive

behavior.

6. If a service dog cannot be accommodated in the passenger cabin for the above reasons, PIA will

transport the dog in the cargo hold if the passenger has provided an IATA approved

container.

7. PIA will not charge passengers for the cost of transporting a service dog aboard PIA aircraft.

8. Passengers are responsible for paying all applicable government paid fees or charges for the

Animal health requirements, inspection charges, Quarantine charges and treatment

fees.

9. PIA will not be responsible if the service dog is refused entry into any country.

Contact Center Responsibility:

PIA Contact Center shall provide the required information and Telephone numbers of respective Airport

Traffic/Cargo offices.

Live animals including dogs, cats, reptiles and household birds when properly crated and accompanied by valid health certificate entry permit and other documents required by countries of entry transit, will be accepted for carriage on PIA flight in the baggage holds only. The size of containers should not exceed the dimension 35” X 23” X 40” for carriage in the hold.

Lap dogs cats and household birds may not be allowed for carriage in the Cabin as per PIA policy.

Excess baggage charges are applicable at the time of check-in as per normal excess baggage charges for live animals.

Pet is properly crated in a container not exceeding the dimensions of 12” x 18” x 16”. Bird cage is covered by a piece of cloth while in the flights. Live animals and pets for flights to Great Britain can only be accepted as cargo

(unaccompanied baggage) with proper entry permit, Health Certificate and other required documents.

For Saudi Arabia Dog/Monkeys and other birds are only acceptable if prior clearance from government agencies in Saudi Arabia is taken. If not then PIA cannot accept live animals for Saudi Arabia.

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Note: The weight of accompanied animal/pet, when accepted including the weight of container, shall not be included in the free baggage allowance of the passenger. The passenger will have to pay the applicable excess baggage charges.

Armed Passenger

If a passenger wants to carry a personal gun/pistol on a flight then initially he/she will hand over the gun

to ASF (Airport Security Force) before entering the departure lounge and will have to fill out a form by

providing original armed license. ASF staff will hand over the gun to PIA security/Cabin crew of the flight.

On arrival, passenger will collect the gun/pistol by PIA security staff.

Specially on USA flights

When passenger with arms arrives at the check-in counter, for checking PK security informs Port

Authority Police they come and check the purchase receipt in case of shotgun, if its a handgun purchase

receipt and State Department Authorization is required. When all papers are checked-in Gun is placed in

a hard suitcase or container and taken to TSA machine along with Port Authority Police, after TSA has

checked that baggage it is escorted by PK security to bag room for loading.

PRE-PAID TICKET ADVICE (PTA) General PTA is like any other reservations transmission except that someone other than passenger makes payment in another city. It always involves two carriers or two offices of the same carrier.

1. A PTA may include, besides passenger’s fares, payment to cover tax, excess baggage and incidental expenses, which may be incurred by passenger en-route.

2. Travel agencies are not permitted to issue PTA. 3. Issuance of PTA will be subject to the applicable government regulations relating to the

issue of ticket to/from another country.

Note: PTA charges have been withdrawn on whole PK network (domestic/international) due to implementation of e-ticketing across the network.

Miscellaneous Charges Order (MCO)

Following are the situation in which MCO may be issued to cover collection for various types of services

as listed below:

• To cover air or surface transportation • To cover excess baggage charges • To cover baggage charges shipped as cargo • To cover land arrangement for inclusive e tours

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• To cover extra fares • To cover car hire. • To cover additional collection in connection with upgrading or under collections • To cover tax • To cover deposits. • To cover refundable balances • To cover Hotel accommodation charges. • To cover collection for PTA’s • To cover charges to be collected for services carrier provided or not for incapacitated

passengers, that is oxygen ambulance special equipments. • To cover sleeper charges.

An MCO must never be used to transfer funds from one country to another. Therefore the amount for

an unspecified transportation and other services must not exceed USD 750 or its equivalent in local

currency convertible.

AAA Updates PIA GSA’s:

Below are the cities where PIA doesn’t have its booking offices but GSA’s represent PIA and provide

standard services. To use AAA, following codes may be used for designated countries

S. No COUNTRY NAME Code

1 AFGHANISTAN FIRDOUS HASHI TRVL, AFGHANISTAN KBL

2 BANGLADESH HZF AL KHALEEJ TRVL, BANGLADESH HZF

3 NORWAY HXV AIR INTL OSL, NORWAY HXV

4 OMAN HHL TRVL POINT LLC, OMAN HHL

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5 DOHA, QATAR HHK QATAR TOURS DOH, QATAR HHK

6 SPAIN DZF GATEWAY TOUR, SPAIN DZF

7 COLOMBO, SRILANKA HER THE BOTTOM LINE HER

8 TURKEY IST --- NOT AVAILABLE IST

9 UAE (ABU DHABI) SULTAN BIN YOUSAF, AUH AUH

10 UAE (AJMAN) HJL AL AHLIA TRVL & TOURISM HJL

11 UAE (DUBAI, FUJAIRAH) CPW ORIENT TRVLS & TOURISM CPW

12 UAE (UMMAL QUWAIN, RAS AL KHAIMA) CPW ORIENT TRVLS & TOURISM CPW

13 UAE (SHARJAH) SHARJAH NATIONAL AIR TRVL AGENCY HGX/CPW

14 MALAYSIA APB TRVL AND TOUR, MALAYSIA KUL

15 PARIS, FRANCE PQO MED TOURS, FRANCE PAR

16 DENMARK, COPENHAGEN VWD AIR INTL CPH, DENMARK VWD

ARMED FORCES TITLES

SECOND LIEUTENANT S LT

SUB LIEUTENANT SUB LT

LIEUTENANT LT

LT COMMANDER LT CDR

CAPTAIN CAPT

COMMANDER CDR

MAJOR MAJ

COMMODORE CDRE

LT COLONEL LT COL

REAR ADMIRAL R ADM

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COLONEL COL

VICE ADMIRAL V ADM

BRIGADEAR BRIG

ADMIRAL ADM

MAJ GENERAL MAJ GEN

FLIGHT LIEUTENANT FL LT

LT GENERAL LT GEN

SQUADRON LEADER SQ LDR

GENERAL GEN

WING COMMANDER WG CDR

FIELD MARSHAL FM

AIR VICE MARSHAL AVM

AIR MARSHAL AM

GROUP CAPTAIN GP CAPT

FLYING OFFICER FL OFF

MAJOR RETIRED MAJ RTD

AIR COMMODORE A CDRE

HIS EXCELLENCY HE

HAWALDAR HAV

SEPAHI SEP

LANCE NAIK LNK

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ACTION STATUS CODE

AF Awards Free Ticket (No Action Required)

BB Book Jump seat

BK Holds Confirmed - Used only by automated accounts for OA segs Generates a teletype message

upon cancellation cannot be used to generates PTA’s

BL Flight Waitlisted directly with carrier no message generated for cancel action

BR Boarding have been run

CG Purchased business, Boarded in first or coach class

CN Cancelled, check for alternate

DL Differ from waitlist, if still desired must be cancelled and relisted

FS Free sell

GL holds waitlist- used only by automated accounts for OA segments

HN Have need- on request

HK Holding confirm

HS Have Sold- Adjust Inventory.

HQ Holding need- Pending clearance from OA

HX Have Cancelled a host cancel action will generate an HX back to the booking source.

IC Incorrect Class

IG Involuntary up/down grade

IK Infant No seat

IN If not holding, need

IS If not holding sell

IX If holding cancel

LK Holding Confirm

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LL waitlist

NN Need, Request status

NO No action taken- cancel segment and request an alternate

NR No record, Passenger was boarded

NS No show

OB Over Booked

OS Over Sold

OX Holds Confirmed as alternate –cancel only if requested seg IS available

PK Passive Segment In Bound TTY only

PN Pending Needed

PS Positive Space

PU Passive seg update with ticket number

RQ On Request, Appears on pax t ticket

SA space available

SB Pax boarded as stand by

SC Host schedule change, shows new segment

SQ space/service requested

TK OA schedule change

TN On request/Holds need

UC Unable to confirm or waitlist cancel seg and request and alternate

UN Unable to confirm, Flight not operating

US Unable to sell, change seg status to HL

UU Unable to confirm change status to HL

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VG Voluntary upgraded/downgraded

WL Was waitlisted, no longer waitlist due to schedule change xcl seg

XK Cancel OA segment

XM Cancelled due to misconnection

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STANDARD PHONETICS FOR RESERVATIONS

A ALPHA/AMSTERDAM

B BRAVO/BOMBAY

C CHARLEE/CHINA

D DELTA/DENMARK

E EASY/ENGLAND

F FATHER/FRANCE

G GERMANY/

H HARRY/HOTEL

I ITEM/INDIA

J JAPAN/

K KILO/

L LIMA/LONDON

M MOTHER/

N NAVY/NEWYORK

O ORANGE

P PETER/PAKISTAN

Q QUEEN

R ROGER/ROME

S SUGAR

T TOMMY/TANGO

U UNITED/UNION

V VICTORY

W WATER/WASHINGTON

X X-RAY

Y YELLOW

Z ZEBRA/ZULU

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Operational SOPs

SOP for Northern Area flights (GIL/CJL/KDU)

Booking to northern areas (Gilgit, Chitral and Skardu) can now be done by Contacting PIA Contact Center (111-786-786 or 111-FLY-PIA), any PIA Sales Office or PIA Sales Agent.

At the time of booking, passengers will be required to provide their telephone contact and their ID card/passport details. If booking through agents, passengers must insist that these details are entered.

Operation of flights to Gilgit, Chitral and Skardu is dependent on weather. Therefore, booking will be accepted on request basis only. However, Boeing operation of ISB-KDU-ISB will be exempted from this rule.

Inbound Function

The Northern Area flight operation is subjected to weather, therefore only waitlist reservations can be done by PIACC.

Waitlist passengers will be advised to purchase ticket within next 96 hours or 48 hours prior departure whichever is earlier.

DS and un-ticketed PNRs will not be entertained for confirmations except on cancelled flights backlog.

Passenger contacts are mandatory for reservation; in case of no customer contact reservations will be cancelled.

Photo ID/ NIC to be firmly advised to all passengers for ticketing and to be carried for check-in.(Not mandatory in PNR)

On open-for-sale flights in system availability within 24 hours of flight departure, fresh PNRs maybe created with 01 (one) hour time limit. Until auto-cancellation by RIM is effective, KQC must keep a follow-up of PNRs created on time limit and cancel them accordingly.

Confirmed PNRs must not be created after 2200 hours. Passengers travelling ex-ISB/PEW should be asked to contact airport service counters.

KQC must keep in mind that PIA Sales Offices in GIL/KDU/CJL close at 1700. PNRs requiring urgent action i.e. VIPs, patients, purged backlog PNRs, split family PNRs etc. must

be placed on HEU Queue 500 with relevant remarks in 5H REMARKS. (No unnecessary quipping)

Outbound Function

Post arrival of flight in Islamabad, system will auto KL the waitlist passengers for the next day flight.

Confirmations will be queue placed on KQC designated KQC queues as follows: Flights ex ISB/PEW KQC 333

Flights ex KDU/GIL/CJL KQC 334

Flights ex ISB/PEW KQC 335

Cancelled Flights ex KDU/GIL/CJL for advising UN/KK KQC 336

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KQC to ascertain confirmations are advised timely to all customers.

KQC on informing KL/KK will REVAL the reservation.

If the passenger does not accept the confirmation, the seat will be cancelled (DL) by KQC.

In case wrong contact is given, KQC will wait till 16 hours before flight departure before cancelling the seat – giving the passenger required/sufficient time to call for reconfirmation. Check VCR to ensure that it is not already REVAL by the passenger through a PIA Sales Office before cancelling segment.

In case passenger is UNABLE TO CONTACT (no response) for 02 hours from confirmation and upto 16 hours before flight departure, KQC will cancel (DL) the segment. Queues team will attempt Unable PNRs twice before placing to KQC – Q/339.

When seats are offered in a lower/higher RBD and passenger accepts the confirmation, they must be advised to reissue the VCR before check-in.

In case of manual confirmation and individual placement of PNRs by HEU on KQC queues, Queues agents must also place the LD of that on queue for re-checking the VCRs etc.

Please check VCRs vigilantly as VCR may already be REVAL by a PIA Sales outlet directly by the passenger before KQC has called to inform confirmation - before cancelling segment.

LIST of VIPs

Governor Gilgit Baltistan

Chief Minister Gilgit Baltistan

MNA Council members Gilgit Baltistan

Chief Justice Northern Area

Vice Chancellor Karakoram University

Officers of Armed forces

I.G. Police

Chairman National Disaster Management Authority

State Bank Treasury Shipment Movement

Cancellation of Flights

On cancellation of flights HEU will adjust the flight load for next flight and place the PNRs in KQC – Q 336.

KQC will inform all customers and REVALIDATE all confirmed reservations. The Unable PNRs will be attempted twice and then placed to KQC – Q 339. KQC must preserve LD of cancelled flight by queue placing on a designated queue

Photo ID will be required at the time of ticketing/check-in.

PIA will close its special Northern Area Counters at Sales Offices in Rawalpindi and Peshawar.

PIA Contact Center



Change of Booking Charges:

Change of confirm booking: PKR 250

No-Show charges: PKR 1000

Refund charges on RQ status: NIL

HEU is the CRC Pseudo City for Northern Area flights.

Time Limit for Northern Areas

Add time limit on Northern area waitlisted PNRs, this practice will clear all blocked un-ticketed waitlisted

bookings.

Waitlist booking beyond 1 week : 96 hrs (4 days) time limit.

Waitlist booking within 96 hrs : 48 hrs time limit

Waitlist booking within 48 hrs : ASP

Waitlist booking with in 24 hrs : Confirmation not guaranteed

Confirm seat within 24 hrs : Not Allowed/Direct Ticketing

Ticket at Door Step SOP

Ticket home delivery is possible for all domestic E-Ticket sectors except Northern Areas.

Only pure domestic E-Tickets to be delivered in following cities:

KHI/LHE/ISB/RWP/PEW//MUX/LYP/SKZ/BHV/RYK ... Suspend in ISB and UET.

Ticket delivery is not possible within 6 hours of flight departure and after 5 PM for same day flight.

Ticket will be delivered by Speedex courier service.

Jacket and International tickets will not be delivered.

Only Cash FOP is acceptable.

No additional / service charges against this service.

Address and form of payment must be entered in PNR.

PNR to be quipped in Q-499 for home delivery ( QP/499/14 )

PTCL contact number is mandatory.

Do not accept ticket at door step request on other PK stations PNR (like WPI / KHI/ KHB/ LHE/ ISB/ MUX/ BQA etc). Only KQC created PNR to be delivered.

This service would not cover tickets with entire open and request reservation status.

Delivery of the tickets by Speedex will be done at three time slots

After 1700 hours‚ bookings will be made by Call Centre for flights departing after 1500 hours the next day‚ and will be ticketed in the 0900 am slot the following day.

Always remember that bookings that need verification and documentation will not be delivered as a home delivery ticket facility like student discount / Journalist discount / Blind discount /

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Senior citizen discount / Army vouchers ticket / Unaccompanied minor case / SCB co brand discount and Handicapped discounted tickets.

Responsibility of Inbound team:

Creation of PNR as per given time limit parameters.

ADD FOP and Address correctly.

Advise all flight details without using word of Time limit. .

Do not commit / advise about ticket delivery time. Quip the PNR in Q-499/14.

At the time entering address‚ must check non service areas for particular city.

Responsibility of Outbound:

Verify complete flight details / contact details‚ type of passengers‚ Fares‚ sector‚ flight date‚

address and FOP.

After all verifications‚ place the PNR in 499/14 of respective station.

Ticket delivery commitment time will be 4 to 6 hours after verification call from outbound team. (Subject to traffic and city condition)

*Refer to service areas for courier on info pages

SOP for Confirmation of “D” Class Seats

PIA has revised the existing SOP for confirmation of seats in Business Class (D) on international sector for

Chairman, Managing Director, Senior Management, Ex-Chief Executives and Board Members on

officials/ vacation travel as per the following details.

Official Travel (immediate confirmation)

Confirmation in D Class at the time of booking - subject to availability of seats for

A- Chairman & family if accompanied on official visit B- Managing Director & family if accompanied on official visit C- Directors D- Serving Members of PIA Board E- General Managers and equivalent entitled for Business Class F- SUPY Cockpit Crew / Aircraft Engineers Blockings (Domestic & International) G- Captain and spouse only (25 years of service or more)

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Holidays Travel

Confirmation in D Class at the time of booking - subject to availability of seats:

A. Chairman and Family B. Managing Director and Family

Confirmation in D Class within 36 hours of flight departure, subject to availability of seats:

A- Ex-Chairman, Ex-Managing Director / Ex-CEO / Ex-COO & spouses B- Serving Members of PIA Board and families C- Ex-Members of PIA board and families D- Directors and families E- Cockpit Crew and families F- General Managers and equivalent / families entitled for D Class G- Deputy General Manager on official travel.

Same waitlisted bookings must be Q placed on queue number 201 of the respective CRC pseudo city

with Queues prefatory code 12 for confirmation:-

QP/ZQP 201/12 USA, CANADA, EUROPE QP/ZQR 201/12 SAUDI ARABIA

QP/CQO 201/12 GULF QP/ZQT 201/12 FAR EAST, SOUTH ASIA

QP/ZQY 201/12 U.K QP/ZQV 201/12 DOMESTIC

VCR Update/Revalidation Policy

At the time of changes/Reconfirmation when Contact Centre agent comes across PNR in which the

itinerary does not match with the VCR, you must take following actions immediately:

FOR WITHIN PAKISTAN

Passenger traveling within / Ex- Pakistan on any Domestic or International flights

VCR must be re-validated + payment not later than 12 hours after the advice, otherwise booking shall be

cancelled.

In case of within 12 hrs, it must be updated within 2 hrs or as soon as possible after advice.

FOR OUTSIDE PAKISTAN

Passenger traveling from all points to Pakistan

VCR must be re-validated + payment not later than 18 hours after the advice, otherwise booking shall be

cancelled.

In case of within 18 hrs, it must be updated within 6 hrs or as soon as possible after advice.

PIA Contact Center



Note:

A. Inform the passenger to get the VCR re-validated + payment as per given time, otherwise

booking shall be cancelled.

B. It must be explained to the passenger that once the seat has been cancelled it will not be

possible to accommodate him in the same low fare class.

C. Insert the same text in 5H remarks stating passenger informed about VCR re-validation with

date and time.

Payment Procedure for USA passengers

With ref to the policy of VCR update or charges collection within 18hrs, US PIA offices offered following

facility in view of distance span of USA area.

1. You may also advise the following procedure to US customers for COB/DOF payment.

2. Mail/dispatch the COB amount to the nearest PIA office address i-e either of the Chicago,

Houston, New York or Washington whichever convenient to the passenger.

3. COB amount can be mailed by Money Order or Cashier Cheque to PIA office by overnight/urgent

delivery service through FedEx, UPS or Postal service, etc.

4. Money Order or Cashier Cheque should be for "PAKISTAN INTERNATIONAL AIRLINES”.

5. PNR, Flight details and Telephone contact to be advised by passenger.

6. In case of Paper Ticket, return Post/courier envelope by the same service including Pax address

shall be enclosed for return mail/dispatch.

7. Further enquiries if any, may be addressed by email to PIA station in USA i-e

nyctopk/chiuupk/houuupk/wasuupk @piac.aero

Note:

Personal cheques are not acceptable.

Credit Cards will not be acceptable on telephone.

Web Ticketing

Web Ticket is an internet generated “Electronic Ticket” booked and ticketed by passengers from home

or offices through Credit Card payment. Details of booking/reservation are stored in PIA Sabre Multi

Host Reservation System.

Benefits

1. Easy online accessibility through internet. 2. Secured ticket document eliminates the risk of being lost or stolen. 3. Reservation and ticket details are sent to passenger’s personal e-mail address. 4. Real time data storage in SABRE Sonic Reservation System.

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5. Refundable as per PIA policy. 6. Duplicate receipt available on user mailbox for future reference. 7. Secured/convenient transaction through VISA & Master credit card. 8. Ticketing facility is available throughout the world on 24/7 basis. 9. Proper on-line & airport checks to prevent fraud.

Conditions

Applies to revenue passengers only.

Available for online sales globally through www.piac.com.pk for all flights between Pakistan and UK, USA, Canada, UAE, KSA, Oman, Norway, Denmark, Spain, Hong Kong, Germany, Italy, Qatar, Kuwait, Bahrain, Netherlands, Thailand, Malaysia, Turkey & Afghanistan.

Available for online sales globally through www.piac.com.pk for all flights between domestic sectors (ACSI enabled).

Web ticket(s) can only be issued against payment through Visa & Master Credit Cards.

Web ticket(s) can also be booked online with an option to pay at any PIA Ticket office within six (06) hours.

For bookings which are made online (website www.piac.com.pk) and subsequently purchased from PK offices, “Facilitation Charge” of 7% (for international travel originating from Pakistan) and 5% (for domestic travel) will be levied.

Facilitation Charges will not be applicable if the passenger has issued the ticket himself on PIA web site against a credit card, which belongs to him or an accompanying passenger.

Web-tickets are non-transferable, non-endorsable & non re-routable.

Web ticket passengers must not be accepted as additions on earlier flights.

The cut-off time to restrict web ticketing sales for international flights is four hours (04) prior departure.

Reporting time is 90 minutes for domestic and 3 hours for international flights before departure time.

Passenger check-in closes 30 minutes prior to scheduled departure time for domestic flights, 01 hour prior to scheduled departure time for International flight(s).

Airport Services department MUST ensure card verification & authenticity of web ticketing traveling passenger documents & credit card.

Agents are not authorized to issue tickets against PNRs created on PIA web site.

Airport Services department MUST ensure that coupons are lifted in right sequence e.g. Sequence 1 * KHI-LHR & Sequence 2 * LHR-KHI. Out of sequence coupons should not be accepted for travel.

Passenger will present the following documents at the time of check-in.

Domestic Flights

1. Web Ticket Receipt/Itinerary. 2. Credit Card used for web ticket transaction (Original). Web Passenger(s) should only be

accepted/briefed if the credit card originally used for the ticket purchase is also presented by the card-holder at check-in counter along with other travel documents.

http://www.piac.com.pk/



PIA Contact Center



3. Original Photo ID (CNIC or Valid Passport). 4. PIA check-in staff reserves the right to deny boarding incase the above documents are

not presented by customer at the time of check-in.

International Flights

1. Web Ticket Receipt/Itinerary. 2. Credit Card used for web ticket transaction (Original). Web Passenger(s) should only be

accepted/briefed if the credit card originally used for the ticket purchase is also presented by the card-holder at check-in counter along with other travel documents.

3. Valid Passport for international travel as per PIA policy. 4. Valid Visa for destination country (transit where applicable) as per PIA policy.

Incase the above documents are not presented by customer at the time of check-in, PIA check-in staff

reserves the right to deny the boarding.

Passengers on US Bound Flights

Passenger(s) must provide correct Traveler Document and Address Information for pre-clearance by Department of Homeland Security USA for all US travel.

Passenger(s) will be allowed to travel to US only upon receiving security clearance from US authorities as per current policy.

Incase the passenger is not cleared to travel by US Homeland Security and fails to board the flight for US, PIA will not be responsible for any liabilities in such event.

Salient Features

Web ticketing service is being offered to customers between all major domestic routes and flights between Pakistan and UK, USA, Canada, UAE, KSA, Oman, Norway, Denmark, Spain, Hong Kong, Germany, Italy, Qatar, Kuwait, Bahrain, Netherlands, Malaysia, Thailand, Turkey & Afghanistan.

Web Ticketing is available for point-to-point sales only.

Web ticket(s) can also be booked online with an option to pay at any PIA Ticket office within six (06) hours.

For bookings which are made online (website www.piac.com.pk) and subsequently purchased from PK offices, “Facilitation Charge” of 7% (for international travel originating from Pakistan) and 5% (for domestic travel) will be levied.

Facilitation Charges will not be applicable if the passenger has issued the ticket himself on PIA web site against a credit card, which belongs to him or an accompanying passenger.

Domestic passenger(s) must have official photo ID i.e. computerized national identity card or passport.

International passenger(s) must have valid passport, valid visa for destination country (airside transit visa where required for connecting flights, as per PIA rules).


PIA Contact Center



International passengers must furnish destination address & contact number(s) along with visa & passport details as per PIA ticketing requirements/rules.

Passenger(s) must provide correct Traveler Document and Address Information for pre-clearance by Department of Homeland Security USA for all US travel. Passenger(s) will be allowed to travel to US only upon receiving security clearance from US authorities as per current policy. Incase the passenger is not cleared to travel by US Homeland Security and fails to board the flight for US, PIA will not be responsible for any liabilities in such event.

Passengers can purchase web ticket through online credit card transaction.

Credit card holder must be one of the accompanying passenger(s).

Passenger must obtain a printout of web ticket receipt either at the end of transaction, from “SABRE® -Virtually There®” e-Ticket receipt or from his/her personal e-mail for mandatory verification at the time of airport check-in.

System will send an auto-generated itinerary message to customer email address as further reference.

The passenger may also request meal preference at the time of online purchase.

The customer can pre-reserve seat while purchasing online ticket.

Passengers must travel in order of sequence of purchased ticket coupons. Out of sequence coupons will not be accepted for web ticket travel.

Form of payment for web ticket(s) purchase is credit card only (VISA & MASTER).

All web ticket PNRs will be queued in SABRE Sonic Reservation System which will be monitored by Contact Center agents on 24/7 basis. Any suspicious cases identified will be sent to Web Sales Unit for subsequent action.

The passenger may request cancellation of web ticket(s) through PIA Contact Center (International Toll Free numbers available on PIA Website). Contact center agent will verify/cancel the reservation and will advise the customer to send an e-mail request to [email protected] along with copy of e-receipt for refund.

Domestic & International Toll Free numbers are: Pakistan 111-786-786 USA/Canada 1-800-578-6786 UAE 8000-441-1270 France 0-800-90-5350 U.K 0-800-587-1023 Saudi Arabia 800-844-0524

Check In

International Travel

International passenger(s) must present one of the following travel documents at the time of check-in

for verification;

mailto:[email protected]

PIA Contact Center



Print-out of SABRE Sonic Web-ticket receipt or itinerary generated through 'SABRE Virtually there', PNR/Reservation details print-out from PIA website or PNR print-out obtained from service counter (All samples attached).

Original Credit Card (VISA or MASTER) used for web ticketing transaction. Valid passport is mandatory for all international travel. Valid Visa as per regulatory requirements of each country. Check-in officer must insert passport number & partial credit card number (8 digits) in

ACSI check-in remarks.

Passenger(s) must provide correct Traveler Document and Address Information for pre-clearance by

Department of Homeland Security USA for all US travel. Passenger(s) will be allowed to travel to US only

upon receiving security clearance from US authorities as per current policy. Incase the passenger is not

cleared to travel by US Homeland Security and fails to board the flight for US, PIA will not be responsible

for any liabilities in such event.

Domestic Travel

Domestic passengers must present one of the following web-ticket documents at the time of check-in

for verification;

Print-out of SABRE Sonic Web-ticket receipt or itinerary generated through 'SABRE Virtually there', PNR/Reservation details print-out from PIA website or PNR print-out obtained from service counter (All samples provided to KHISBPK).

Original Credit Card (VISA or MASTER) used for web ticketing transaction. Computerized National ID Card (CNIC) or Passport for security/authentication of

passenger/s. Check-in officer must insert CNIC number & partial credit card number (8 digits) in ACSI

Check-in remarks. Passenger(s) will only be accepted & briefed if the credit-card holder is a part of

traveling party. Passenger(s) will only be accepted & briefed if the Credit card originally used for the

ticket purchase is also presented by the card-holder along with other travel documents (as per PIA rules) at the check-in counter.

The check-in agent must validate passenger information i.e. Credit Card number & ID number against the PNR details.

Web Ticket is not allowed for special reservation and “GN” status action code. PNRs include “Stretcher Case, Unaccompanied Minor and request for Therapeutic

Oxygen”. Incase VCR status is found NO-GO, passenger should be allowed to travel only upon

satisfactory verification of original credit card & identification document by check-in officer.

ACSI check-in agent shall take necessary action if a VCR is detected as non re-validated at the time of check-in due to schedule change/incidental change.

Changes of booking are allowed subject to conditions.

PIA Contact Center



Web ticket passengers must not be accepted as additions on earlier flights. All other relevant passenger handling should be done as per applicable E-ticket policies.

Reservation & Ticketing

Reservation staff should verify passenger’s credit card used for purchasing web ticket before issuing PNR print out to passenger, if requested.

For bookings which are made online (website www.piac.com.pk) and subsequently purchased from PIA Reservation offices, “Facilitation Charge” of 7% (for international travel originating from Pakistan) and 5% (for domestic travel) will be levied.

In case of refund requests concerned service staff must verify passenger as per Standard Operating Procedures for Verification of Passenger and cancel reservation as per existing set procedure with time of cancellation. Passenger must be advised to send email message to Web Ticket Refund Unit ([email protected]).

PIA Web ticket Refund Unit will use reservation cancellation information to ascertain the cancellation charges, if required and take necessary action.

Incase of Schedule Change, if passenger requests for an alternate flight other than the one offered, service counter may entertain requested changes.

Changes in reservation are allowed on web ticket subject to conditions. Web passengers must not be accepted as addition on earlier flights.

Change of Bookings Relaxation

Change of bookings will now be allowed to web ticket customers through PIA Ticket Offices & PIA Contact Center subject to conditions:

Customers are required to present the following documents at PK Ticketing Offices to make changes in web tickets for domestic/international flights.

(i) Web Ticket Receipt/Itinerary.

(ii) Credit Card used for web ticket transaction (Original).

(iii) Original Photo ID (CNIC or Valid Passport) as per PNR.

Ticketing staff must cross check and verify that the original credit card used for ticket purchase and form of customer’s identification entered in PNR are the same as being presented by the passenger. After positive verification, following remarks must be inserted in 5H field of PNR.

(i) Last four digits of verified credit card used for ticket purchase.

(ii) Number of inspected computerized national identity card or passport.

Changes in booking will be made upon collection of all applicable charges as per PIA policy for E-Tickets i.e. COB charges if any and difference in fare if any. These charges will not be collected in cash. They will be debited to the same credit card on which the original web ticket was issued.

Incase of domestic tickets, there will be no service charge. The difference in fare will be between the fares on which the web ticket was issued and the new fare (if the booking class is changed).


mailto:[email protected])

PIA Contact Center



For bookings made on the web and ticketing being done by the sales offices, normal e-ticket policies will be applicable.

PNR splits are not allowed while making changes in web tickets.

Contact Center

All web PNRs will be placed in designated queues in the RES system.

Details of web ticketing designated queues are:

Queue No# Queues Description

60 PNRs booked on time limit

62 PNRs Successful ticketed

63 PNRs Unsuccessful

400 Action taken on Successful PNRs by call center

401 Action taken on Unsuccessful PNRs by call center

1. Contact Center agent will monitor queue 62 designated for successful web ticket and make a courtesy call to all customer’s and verify their booking details: a. Last/First name. b. Last four digits of credit card #. c. Validity date of credit card. d. Remind customer to carry required documents (Ticket receipt/itinerary, original Credit

Card used for transaction, one photo ID (CNIC or passport) for domestic and valid Passport for international travel at the time of check-in.

2. Contact Center agent will also monitor queue 63 designated for unsuccessful web tickets and make a courtesy call to inform the customer: a. Advise customer that the transaction was rejected due to credit card issuing bank

authorization failure and hence they should contact their bank. b. Advise them to make the payment at nearest PIA ticket office and attain their ticket. c. Agent should modify/add the time in Web PNR limit as per PIA standard policy. d. Advise of applicable YR charges if any. e. Incase the customer want changes in itinerary, the PNR may be modified and advised

accordingly. f. Incase the customer decides not to avail the booking, the agent should cancel the PNR.

3. Conversation remarks must be added in the PNR for auto-capture by monitoring system. Web ticket remarks format:

i. The remarks will be inserted between WEB TKT. WEBTKTEND tags

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ii. Contact center will insert “WEB TICKET CHECK PAX ORIGINAL CNIC AND CREDIT CARD” SSR OTHS remarks in the PNR to facilitate the check-in remarks.

All matters/feed-back/Issues should be reported to back-office Web Ticketing Unit (E-Solutions).

4. Contact Center will also entertain FFP password requests after necessary verification as per FFP SOP. The password will be sent to members via e-mail. In case of refund requests, the agent should verify passenger(s) as per Standard

Operating Procedures for Verification of Passenger, cancel reservation with time of cancellation entered into VCR5 remarks.

Advise the customer to: Send an email to refund unit ([email protected]) with following information:

E-ticket Receipt as initially received through e-mail by the passenger at the time of Web Ticket purchase.

Name of passenger with PNR and Web Ticket number. Last 4 digits of the Credit Card number used for Web Ticket purchase. Passenger contact information (Telephone# & Mobile# if any) Alternate e-mail address of Credit Card Holder (if any).

PIA Refund Unit will use reservation cancellation information to ascertain the cancellation charges (if any).

All Web PNRs with Schedule change should be promptly handled by Contact Center for PCC (WPI). Any changes in VCR shall be recorded in appropriate field of PNR e.g. 5H- and VCR 5 Remarks.

Finance - Refund Unit

Following steps would be involved in the REFUND of WEB TICKETS:

Cancellation of Reservation

The passenger will request the Contact Center for cancellation of Web ticket reservation for refunds (as

has been advised in ‘terms’ section on web ticketing site). He/She may call local PIA Contact Centre (for

Pakistan on 111-786-786 & dedicated international Toll free numbers) or visit our website

www.piac.com.pk.

For identification of passenger, Contact Centre/Local PIA office will follow Standard Operating

Procedures for Verification of Passenger & mention the time of cancellation in VCR5 remarks. PIA Web

Ticket Refund Unit will use reservation cancellation information to ascertain the cancellation charges, if

any.



PIA Contact Center



E-mail to Web Ticket Refund Unit ([email protected])

After cancellation of reservation, the passenger will forward the following information through e-mail to

Web Ticket Refund Unit ([email protected]):

Forward/attach E-ticket Receipt as received initially through email by the passenger at the time of purchase of Web Ticket.

Name of passenger, PNR & Web Ticket Number.

Last 4 digits of the Credit Card Number used to purchase the Web Ticket

Passenger Contact Information (Tel # or Mobile if any)

Alternate email address of Credit Card Holder (if any) Calculation of Refundable Value

The Web Ticket Refund Unit will calculate the refundable value as per Rules. Cancellation & Refund

Charges would be applied as per policy.

Confirmation of Payment of Refund

A confirmation email regarding transfer of refunded amount to the account of the Credit Card Holder

will be sent to the passenger within 15 days of receipt of complete case.

Mode of Payment of Refund

The amount would be refunded back to the same Credit Cardholder Account ONLY which was initially

used to purchase the Web Ticket.

Important Note:-

PIA Stations/Offices must ensure that the status of the tickets should NOT be changed to PRT or to any other status when a web ticket is presented for cancellation in any scenario.

VCR status would be changed from OK to RFND by Web Ticket Refund Unit Head Office before crediting the REFUNDABLE VALUE to the account of the Credit Card Holder.

Web Ticket Refund cases should not be processed at station level. Stations are only supposed to cancel the reservation and record the timing of reservation cancellation for the purpose of computation of cancellation charges.

Schedule Change

Multi-host Reservation System serves as source for all flight schedules and fares appearing on Sabre Sonic Web.

All applicable Schedule change rules for Web Ticket are same as E-ticket.

VCR is disassociated incase of Schedule change, it is therefore MANDATORY to re-associate and re-validate the VCR.

During Schedule change if flight is protected with the same route, VCR only needs to be re-validated.


mailto:[email protected])

PIA Contact Center



During Schedule change if there is any change in route, VCR MUST be re-associated by virtue of in-voluntary exchange

All PNRs changes with change in Schedule shall be promptly and timely handled by Contact Center for Web ticket pseudo-city (WPI).

Web passengers must not be accepted as addition on earlier flights

Any changes in VCR shall be recorded in 5H- field of PNR and VCR 5 Remarks.

Instructions for Passengers

Passengers will be advised to carry a valid official photo ID (CNIC/Oversees Pakistanis Id card) for domestic travel & valid passport for international travel along with Web-Ticket Receipt.

Passenger must present original credit-card (incase of web ticket) along with the “e-Ticket Receipt” obtained/printed from “Sabre®-Virtually There®” available on web at the time of purchase or from the e-mail received in their personal mail box to avoid inconvenience

Instructions for PK Staff

Ticketing & Check-in staff/officers strictly adhere to the laid down policies and entries given in F*PIA.

They will be responsible for any resultant losses incurred due to any negligence/lapses or discrepancy

detected.

SOP for Ticketing Staff for Extension/Re-issuance of Parliamentarians/APW/MCO

Effective 4 Feb 2010, this policy for extension/re-issuance of tickets/MCOs favoring parliamentarians

and Armed Services officials issued against travel vouchers (APW and Parliamentarian voucher) has been

approved. It is therefore advised that expired tickets may be reissued as follows:

The expired ticket/MCO may be re-issued for a maximum period of another six months.

The MCO will be extended for a period of six months at a time with clear remarks “Valid for six months

only”.

No action will be taken if the e-ticket (VCR) has been purged and removed from live partition in case of

e-tickets.

It will be the responsibility of the Parliamentarians/Armed Services personnel to get e-tickets re-issued

before expiry of one year from the date of issuance of the ticket.

In case the reissued ticket/MCO expires a second time, it may yet be revalidated for the third time. In

other words a ticket/MCO issued in favor of these category of passengers may be reissued any number

of times subject to collection of applicable charges/penalties.

Applicable charges such as DOF/COB/Refund/No-show etc. will be collected at the time of re-issuance

PIA Contact Center



New APIS Requirement for Passengers Travelling to/from USA

Background

Effectively 11Dec 2009, US Department of Homeland Security (D.H.S.) has enforced stringent APIS

requirement, for passengers traveling to/from USA. According to new procedure, PK system will not

generate a passenger’s boarding card, unless that passenger is pre cleared by US D.H.S.

APIS data of passengers will be released to US D.H.S for clearance in two stages. In the first stage, PNRs

finalized till 48 hours prior to the flight will be automatically released for clearance to US Authorities.

They will revert with PNR status as accepted or rejected. A passenger will be rejected if his APIS data is

inaccurate/ incomplete; or if he is denied travel permission by US D.H.S. PK will have the option to make

corrections in the PNRs rejected due to inaccurate APIS data and resubmit them to US D.H.S at check-in

time. Fresh PNRS that are finalized within 48 hrs of flight departure will also be submitted at check-in

time for first and final clearance.

Therefore it is necessary that mandatory APIS data comprising DOCS and DOCA (i.e., Date of

birth/gender/last name/first name/middle name etc.), as required by the US D.H.A. must be inserted

with 100% accuracy at the time of creation of PNR and ticketing.

If mandatory APIS data is not reflected correctly in the PNR then that passenger will not be cleared by

the US D.H.S and it will result in non-generation of boarding card, passenger inconvenience, and

consequent delay of flights.

In order to ensure compliance of new US D.H. APIS requirements following procedure is to be adopted.

SOP for Compliance with New APIS Requirement

Ticketing Agents

Ticketing Agents are to physically verify the travel documents, collect their copies from passenger, verify

APIS information in PNR with the documents submitted at the time of issuance of ticket and insert a

remark in PNR to confirm that original documents were checked and verified at the time of ticketing.

PK office ticketing agents on SABRE MULTIHOST will enter following remarks in SSR field:

4OSI PK ORIG TRVL DOCUMENTS CHECKED AND DTLS VERIFIED-1.1

Ticketing Agents on GDSs are also required to enter a similar remark at the time of ticketing.

PIA Contact Center



Agents should be clearly advised that non submission of travel documents of ticketed passengers may

result in cancellation of their PNRS. To avoid last minute rush at PK offices, agents should be advised to

send copies of travel documents immediately after ticketing a passenger.

PK Field Offices

a. Ticket Office Managers or Territory Managers must obtain copies of passport/travel docs (fax or scanned) from the concerned ticketing agents in their territory, preferably at the time of creation of PNRs, and positively at the time of ticketing; for secondary verification.

b. PK offices will perform secondary check of APIS data based on copies of travel documents provided by the agents, take corrective action, if required, and insert remarks in SABRE MULTIHOST 5H field as below:

5H1-DOCUMENTS CHECKED AND VERIFIED-1.1

c. After performing the secondary check, PK field stations should send the documents to Manager GDS and Allied Functions (at fax # 9904-3480 or by email) for final verification. The PNR # must be mentioned on the document copies. These documents should reach the head office up till 48 hours prior to the flight departure. Documents received by field offices after this time are to be retained at PK field offices and are not to be sent to head office.

d. PK field office may additionally accept travel documents of passengers ticketed within 48 hrs of the flight departure, up till 12 hrs prior to the flight, for verification, insert mandatory remarks i.e.5H1-DOCUMENTS CHECKED AND VERIFIED-1.1 and retain a copy of documents in their office.

e. It is reemphasized that PNRs having incomplete data or conflicting data are liable to be canceled before data is submitted to US authorities.

f. All other passengers will be treated as airport additions. They will be issued boarding cards only if they are cleared at the time of check in by US authorities.

Check-in Time

All US flights passengers should be advised to report for check-in at least 4 hours before the flight and

check in should start 6 hours before the flight. Check-in commencement time will revert to 4 hours prior

to the flight when the things get smooth.

Web Ticketing

A disclaimer is placed on PK Web ticketing page stating that passengers must enter accurate (DOCS and

DOCA) information for issuance of their Web tickets, otherwise they will be denied check-in by US D.H.S.

Call Centre agents will verify APIS details of Web Tickets at the time of pre-flight check; through the

telephone contact given in the PNRs, and verify the document details.

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SOP for Interline E-Ticketing

This SOP is designed to help you, the call centre and ticket offices. It contains the information you need

to ticket passengers using both electronic ticketing and interline electronic ticketing (IET).

What is Interline Electronic Ticketing

The focus of Interline Electronic Ticketing is to expand electronic ticketing to participating carriers inside

and outside the SABRE hosted environment. IET will provide you with the industry standard solution to

meet the interline goals of PIA.

IET (or Interline electronic ticketing) is a method for documenting the sale of passenger transportation

services. It is an alternative and more modern method than the traditional paper tickets. IET is available

only if the entire itinerary is eligible to be e-ticketed. The entries may be slightly different than for a

paper ticket, and a bit different from E-ticketing so you may want to keep this SOP close at hand.

Reservations Reservations is where the excitement of interline E-ticketing begins. There are not many changes that

will take place in the reservations environment regarding interline E-ticketing. In fact, the booking

process remains the same with the addition of a few new indicators to look for.

PIA will only implement interline E-ticketing gradually, adding new partners one at a time. When

booking a flight for a customer, an ‘E’ indicator will appear on the availability screen.

11SEPKHISIN«

01SEP SAT KHI/Z‡5 SIN/‡3

1PK 306 C7 D2 A1 P7 R2 X1 KHILHE 700P 845P 310 D 0 /E

Y7 K7 E3 Z2

2SQ 460 Z4 C4 J4 D4 L4 K9* SIN 1045P 745A‡1 772 M 0 MWJ /E

G4 U S9 Y9 E9 B9 M9 W9 H9

3PK*1860 C7 P7 Y0 K7 N7 KHIBKK 1130P 620A‡1 333 B 0 XTQS

OPERATED BY THAI AIRWAYS INTL LTD

4TG 403 C4 D4 J4 Z4 Y4 B4 SIN 800A 1115A 773 M 0

M4 H4 Q4 T4 K4 S4 V4 W4

5PK*1860 C7 P7 Y0 K7 N7 KHIBKK 1130P 620A‡1 333 B 0 XTQS

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OPERATED BY THAI AIRWAYS INTL LTD

6TR 103 Y SIN 820A 1155A 320 0

* - FOR ADDITIONAL CLASSES ENTER 1*C

You can verify if an airline is an IET Partner when you decode:

W/*SQ«

SINGAPORE AIRLINES/SINGAPORE AIRLINES LIMITED

SQ-618-PK OK TO TKT OR ACCPT TKT

PK OK TO ISSUE ELECTRONIC TICKETS ON ELIGIBLE SEGMENTS

PK OK TO ACCEPT ELECTRONIC TICKETS ON ELIGIBLE SEGMENTS

PK OK TO CHK BAGS

Issue the ticket and display the VCR.

W‡FCA‡VCR«

OK 969.90/ 21 0474 1401 2

NO BOARDING PASS INFO

1.1TEST/IET

Please Note that the unconfirmed segment on YY will not be included in the Interline E-ticket.

1 PK 306Y 01SEP J KHILHE HK1 700P 845P /E

2 SQ 460Y 01SEP J LHESIN HK1 1045P 745A 02SEP S /E

3 SQ 422Y 11SEP T SINBOM HL1 730A 1020A /E

4 PK 275Y 11SEP T BOMKHI HK1 210P 330P /E

TKT/TIME LIMIT

1.T-21AUG-HDQ4TW0

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2.TE 2142104741401 TEST/I HDQ4TW0 1053/21AUG

VCR COUPON DATA EXISTS *VI TO DISPLAY

PHONES

1.HDQ999

PRICE QUOTE RECORD EXISTS - *PQS

RECEIVED FROM - PIA

HDQ.HDQ8TW0 1041/21AUG07 MXFRJG H

*VI«

VCR COUPON DATA

1.1 TEST/IET

SEG 1 2142104741401 C01 01SEP Y KHILHE OK

SEG 2 2142104741401 C02 01SEP Y LHESIN CTRL/SQ

SEG 4 2142104741401 C04 11SEP Y BOMKHI OK

Please note that the waitlisted segment will not be stored in the fare quote:

*PQ«

PRICE QUOTE RECORD - DETAILS

PQ 1 NCB‡S1-2/4

BASE FARE EQUIV AMT TAXES TOTAL

PKR48950 USD810.00 159.90XT SD969.90ADT XT 10.30SP 69.50RG 5.70WO

74.40YQ

ADT YEE2M

KHI PK X/LHE SQ SIN M403.11YEE2M//BOM PK KHI M403.11YEE2M NU

C806.22END ROE60.714

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01 O KHI PK 306Y 01SEP 700P YEE2M 01NOV20K

02 X LHE SQ 460Y 01SEP 1045P YEE2M 01NOV20K

03 SIN VOID

04 O BOM PK 275Y 11SEP 210P YEE2M 06SEP01NOV20K

KHI

HDQ HDQ 4TW0 1045/21AUG STATUS-ACTIVE PRICE-SYS

Sending/Receiving Control Manually

To see the control status of coupons do *VI CTL/XX mean XX airline has got the control of coupon , OK

status means PK has got control of coupon. Issue the ticket and display the VCR.

The system automatically sends and receives control of YY segments in PK partition and PK segments in

YY partition. But in case of systems glitches it is done manually.

Commands are as follows:

1. To take back control VCR#CTRL#C01

2. To send back control VCR#SEND#C01¤YY

Procedure (documents issued by PK)

The Procedures for Interline E ticketing will remain the same as is for PK E Ticketing as follows:

1. Creation of PNR, pricing and ticketing by both carriers is permissible on E-enabled flights.

2. You may create PNR, price it and issue tickets with following:

ARUNK segments.

OPEN segments with one HK segment or fictitious segment (Pseudo segments) subject to contract with YY.

Conjunction tickets.

Re-validation is not allowed on IET documents issued by PK/YY; all IET documents should be Re-Issued.

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Involuntary Re-routing of YY segments is permissible in PK PNRS and vis-à-vis with commands :

Display/Create PNR

*VCR

Exchange VCR with

W#EXCH#INVOL#VCR

The refund procedure for PK document with YY segment will be the same: VCR#PRINT#C01

Issuance of infants tickets with or without adult passenger with YY segment is subject to agreement with YY.

Interline Reservation:

1. Book only in pooled class on other airline as per Special prorate agreement with respective

carrier.

2. In case of non availability of seat, apologize with customer and offer alternate flight/date.

3. Do not book more than 1 other airline, means book the entire journey (outbound/inbound) in

same airline with PK.

4. PIA has SPA with other airlines only in Economy cabin with particular RBDs.

Special Prorate Agreement (SPA)

SPA means an agreement between airlines to give each other a fixed price for interlining.

Bilateral Interline Traffic Agreements (BITA)

An agreement between 2 airlines according to which only transportation of passengers is allowed in

order to reach a final destination

Multilateral Interline Traffic Agreements (MITA)

According to IATA, “an agreement whereby passengers and cargo use a standard traffic document (i.e.

passenger ticket or air waybill) to travel on various modes of transport involved in a routing in order to

reach a final destination.”

There is no difference between SPA and Interline agreement.

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When Passenger booked in combination with PK and SPA (interline) itineraries:

In case of non-availability of seat in originally booked SPA RBD on connecting flight of other carrier,

passenger may be accommodated in next available SPA RBD in same cabin without collection of DOF.

Subject arrangement shall be applicable for passenger holding confirmed PK tickets in combination with

other carriers against SPA and misconnection due to flight disruption during 08Feb till 12Feb11.

VCR Exchange is mandatory in this case REVAL NOT ALLOWED.

Ticketing offices are requested to please forward ticketing details for record and necessary approval.

Before selling any other airline segment ‚ also check the flights range which is NOT ALLOWED to sell.

YR tax is not reflecting in interline fares, when you quote interline fares, you need to add 7 % of base in

total fare.

IET Code Share Flights

Some IET partners do not support issuance of IET on their code share flights, where PK does not have IET

agreement with operating carrier.

In case of YY code share flight where PK does not have IET agreement with operating carrier, Station

should verify from YY Marketing or Operating carrier before issuing IET (for example CZ code share flight

operated by MU).

IET can be issued if YY marketing or operating carrier confirms that PK issued IET will be honored by

code share operating carrier.

Association

Association is the connecting of the VCR coupon with a PNR segment. When a VCR is created, the SABRE

system automatically associates it to the PNR segments. When the VCR coupon and the PNR segment

are associated, the SABRE system allows the issuance of a ticket less boarding pass. If the VCR coupon

and the PNR segment are not associated, a warning will appear on the screen: “Warning — Ticket

required”. Depending on your print routine, the boarding card will not indicate “ELECTRONIC” due to

the disassociation of the VCR to the PNR. VCRs become disassociated for the following reasons:

1. PNR segments are canceled and not re-booked.

2. PNR segments are rebooked but:

o the city pairs are different including connecting cities

o the class of service is different for other than date and date plus one departures

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3. Name changes, other than those allowed, are made in the PNR.

4. A schedule change has occurred.

If any of these reasons occur, it may be necessary to manually re-associate the VCR to the PNR.

You must first locate the VCR in the database using any of the entries previously noted.

Revalidation

Re-validation and re-association of IET VCRS by YY/ PK is not PERMITTED repeat NOT PERMITTED. It is mandatory to EXCHANGE VCR.

Exchanges and Refunds

PIA’s current policy regarding exchanges and refunds is that they must be performed at the originating

office where the ticket was issued.

In rare circumstances, the airport will receive authorization from the ticket office to perform the

exchange transaction.

Always check F*FMH/IET/EXCHANGE for exchange information and formats.

The Procedures for Interline E ticketing will remain the same as is for PK E Ticketing. as follows:

Schedule Changes When a schedule change occurs on an itinerary with an IET, the VCR must be EXCHANGED for

the new flight.

Ticketing /VCR Remarks Ticketing remarks must now be entered on the VCR. This is a very Important step in creating a

record of the VCR.

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Quick Reference

VCR#SEND#C01¤YY Push control of coupon to operating carrier or return control of coupons to the validating carrier.

VCR#SEND#C1/2¤YY Push control of more than one coupon to operating carrier or return control of coupon to the validating carrier.

VCR#SEND#C1-4¤YY Push control of a range of coupons to operating carrier or return control of coupons to the validating carrier.

IMPORTANT

IET DOES NOT SUPPORT ISSUEANCE OF ID DISCOUNTED TICKET ISSUED TO PK EMPLOYEES.

SOP for Excess Baggage Promotion (Ex – UK)

Effective 1Jan 2009, PIA has introduced a new service in UK region effective Jan 01, 2009 till further

notice allowing the passengers to carry their excess baggage (over and above the normal Free Baggage

Allowance at up to 30% discounted rate on the current excess baggage rate.

Features:

*Passengers shall book their excess baggage prior to the flight departure (Till the release of flight from

reservation system).

*Each Excess baggage voucher will be available in following two fixed values:

Amount FOR EX-LON / BHX:

Up to 10kgs excess baggage against a payment of GBP 70/-


Amount FOR EX- MAN / LBA (BRF):



*Facility will be available on UK-Pakistan route only (Exit from UK) irrespective of ticket issuance place.

*Applicable on all Baggage to be Checked-In (oversized baggage will not be accepted)

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*EB voucher will be passenger specific (will be issued against a particular name) and once purchased by

passenger will be non-refundable, non-exchangeable and non-transferable.

*In case passenger changes his/her booking, normal COB charges will be applied on ticket but EB

voucher can be used on the new booking/flight without any charges

*Special Service Required (SSR) field will be updated in the PNR by ticketing staff to communicate the

information to relevant sections/department

*Facility will not be used for the transportation of pets.

*EB Vouchers will be valid for one year from the date of issuance to a passenger.

*Excess baggage vouchers can be issued from PIA Booking offices and Travel Agents.

Cancellation Procedure for Reservation (Domestic & International)

At the time of reservation cancellation below fields needs to be looked upon:

1. Ticket number. (mandatory) 2. Passport details. 3. Contact numbers. 4. Agency name / Ticket issuing place. 5. Date of first travel.

From 2-5, minimum 2 more verification shall be obtained before canceling the itinerary.

For ticketed reservation to/from UK: following is mandatory

1. -Changes will be made if call is received from PK landline number from the city of return like LHE/ISB/KHI

2. -Changes will be made if complete verification is provided by the caller 3. -Changes will not be entertained if call is made through cellular number as SIM may be

illegal/stolen/snatched 4. -Changes will not be made if call is made from outside PK. (Intl number/non CLI)

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Stretcher Case Booking on PIA Flights

Conditions of Acceptance

Stretcher cases will be accepted on a PIA flight subject to availability of seat/space with confirmed

arrangement for stretcher, and/or medical clearance when applicable.

PIA Ticket offices and GSAs only are allowed to make reservations and ticket issuance for stretcher case

passenger/attendant.

Travel Agents & PSAs are not permitted to book stretcher. They must contact local PIA Office for

reservations and ticket issuance.

Booking and Cancellation of Stretcher case shall not be accepted on telephone by any PIA Reservation

Office and or PIA Contact Center, passenger’s representative shall have to personally visit the local PIA

office for same.

A minimum 72 hours notice with MEDIF clearance is required to accept request for making

arrangements to install stretcher on the required flight.

Request for stretcher booking is permissible in Economy class of service ONLY. Stretcher booking is not

permissible in the upper deck of B-747, B-74M.

It must be ensured by the booking office that the travel documents for the patient and the attendant

are complete and the passenger and or his legally authorized representative has duly signed the MEDIF /

indemnity.

NOTE:

1- KQC is not authorized for create or any action on already created stretcher case booking.

2- KQC is not authorized to receive KL or KK status. (Confirmation of seat)

3- Booking should be made by PIA booking offices at least before 72 hour prior to flight.

4- Y class fare would be charged for the number of seats to be occupied.

5- Attendant seat to be block for attendant in all air craft (Y class fare charged).

6- 6 to 9 seats (depend on aircraft) would be block for stretcher case booking. (F*PIA*37*3)

Number of Stretchers on a Flight

In accordance with PIA policy only one stretcher shall be accepted on a flight, however in emergency

/force majeure conditions a maximum of two stretchers shall be allowed as an exception, the

coordination and approval shall be the responsibility of Managers/DGMs of all three areas i.e. Marketing

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- Inventory Control & Operations (CRC) Revenue Management –respective station at board /off point,

Passenger Handling Services at board/off point, Crew Scheduling and Flight Service Standards.

EXAMPLE OF PNR WITH DETAILS

-1KHAN/A MR STRETCHER

-SALMA/MRS ATTENDANT

0 PK 300Y07DECKHIISB DS2 0730 0920

0 EK600Y07DECLHEDXB HN2 1330 1400

9-577788 H KHI

5H-4STCR1/KHAN A MR-1

5H-4MEDA1/MULTIPLE FRACTURE BODY CAST-1.1

5H-4MEDA1/ESCORT SALMA A MRS TRAVEL COMPANION AGE 30 UNTRAINED -2

5H-4OSI CTC H NYC C/O MR ASIF 713-456-678

5H-4OTHS1/MEDICAL CERTIFICATE COLLECTED

5H-4MEDA1/NN1 OXYGEN 02 LITRE PER MIN FOR KHIISB -1.1

5H-3MEDA1/NN1 OXYGEN 02 LITRE PER MIN FOR LHEDXB -1.1

5H-4MEDA PK KHIISB CLEARED 02DEC BY AKHUND/DR PIA

5H-4MEDA EK LHEDXB CLEARED 03DEC BY SAMAD/DR DXBRMEK

5H-4SSR AMBULANCE AND HOSPITAL WILL BE ARRANGED BY PSGR

5H-SPML1/CHICKEN -1.1

QP/ZQV100/37

Ambulance & Hospital Arrangement

Arrangements for Ambulance for pick up and drop from the airport at departure (origin) and

arrangement for meeting at destination from airport to hospital and/or residence as the case may be,

has to be arranged and paid for by the passenger .This information must be recorded in the PNR and

made available to all concerned offices.

Reporting Time

As a standard it shall be at least one hour additional to the normal reporting time.

Applicable Fare

A- For Flights Under Revenue Management

The highest market selling fare of Economy class i.e. RBD “Y” shall be charged for each seat removed

for stretcher. This shall be applicable on the entire PK network Domestic & International flights.

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B- For Flights Not Under Revenue Management

Economy class market selling fare i.e. RBD “K” shall be charged for each seat removed for stretcher.

Applicable Taxes/Fuel Surcharge on Stretcher Cases

All applicable taxes (such as RG, PK, SP1 etc) and fuel surcharge (YQ) will be charged only once per

every stretcher case passenger.

Discounts: - No discount whatsoever will be allowed on stretcher case.

Excess Baggage Allowance

Applicable Free Baggage Allowance for single passenger will be entitled, however applicable excess

baggage charges will be collected as per the existing policy.

Cancellation Charges/No-Show Charges/Refund COB Charges

There shall be no cancellation charges/Refund charges, if the booking is cancelled 24 hours prior to

departure.

In case of cancellation within 24 hrs of flight departure, 10% of the fare charged shall apply. Same

policy shall apply on refund cases.

AIRCRAFT NO OF SEATS REMOVED

ATR 6

737-300 9

A310-300 6

B777-LR/ER/300 8

747-200 9

747-300 6

These seats are permanently blocked in the seat maps and cannot be pre allocated.

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SOP for Unaccompanied Minor (UMNR)

Unaccompanied Minor is defined as a child less than 12 years of age who is travelling alone or with

accompany provided by the airline.

Conditions of Acceptance:

Every Airline determines the age at which it will accept an Unaccompanied Minor. The lowest age at

which PIA will accept a reservation for a child to travel unaccompanied provided by the Airline is from 05

years up to 12 years of age.

The Unaccompanied Minor shall be accepted, provided the request is received 07 Days or at least 72

hours prior to travel (whichever is earlier) so that necessary arrangements can be made by the Airline

for his safe carriage.

PIA will allow ONLY one UM with one extra cabin attendant (accompanied) arranged by the Airline.

Carriage of UM shall be permitted only when all segments are confirmed in the itinerary.

Accompanying cabin attendant is optional for UM child aged between 08-12 years.

Domestic sectors:

PIA will NOT accept for carriage a child who is under 5 years of age on the date the flight commences

unless he is accompanied by an escort (family member/ guardian) aged 18 years or more.

RBDs and Fare:

Un-accompanied Child aged between 5-12 years shall be charged 100% of the adult highest Economy,

Economy Plus and Business Cabins fare i.e. Y,P,C on RM sectors and K,P,C on Non RM sectors.

Accompanying Air Hostess shall be optional.

For an extra Air Hostess, the charge shall be 100% of the highest One-way Adult fare i.e. Y,P,C on RM

sectors and K,P,C on Non RM sectors of the same cabin in which the UM is travelling.

International Sectors:

PIA will accept Unaccompanied minor who is between 05 and 08 years of age ONLY if accompanied by

an extra cabin attendant, on payment of the applicable extra charge, on a single/multi segment. For age

08-12 years cabin attendant is optional.

RBDs and Fare:

On International flights Un-accompanied Child aged between 5-12 years shall be charged 100% of the

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adult highest Economy, Economy Plus and Business Cabins fare i.e Y,P,C on RM sectors and K,P,C on Non

RM sectors.

Accompanying cabin attendant is MANDATORY for UM Child aged between 5-8 and shall be charged

100% of the highest One-way Adult fare i.e. Y,P,C on RM sectors and K,P,C on Non RM sectors of the

same cabin in which the UM is travelling.

Important for Contact Center:

UMNR + Cabin attendant booking and cancellation is not allowed on phone. Only ticketing counters are

allowed for this procedure; however without cabin attendant booking is allowed from Contact Center

with following mandatory details in PNR.

Age of minor in 4UMNR

Contact numbers of both sides in 9 field.

See off person name and relation in 4OTHS field

Receiving person name and relation in 4OTHS field

Complete origin & destination addresses in 4OTHS field

Reservation Procedure

PNR for UM bookings shall be created using code DS (to prevent instant confirmation).

It is mandatory to record the SSR code UMNR in the general facts field of the PNR i.e. (PNR, i.e.) 4UMNR1/UM 09-1.1, so that:

All concerned are informed about the UM’s

UM booking is exempted from auto-cancellation by RIM

PRE-RESERVED SEATING FOR UM:

Once confirmation has been received the seat may be pre reserved for the child and the attendant ensuring (ensuring that) it is not near emergency exits.

Once the form is accepted details related to UM must be entered in the PNR and the PNR must be placed on queue 100 of the relevant city with PIC code 37. QP/XXX100/37

Decoding of City for Placement of UMNR

ZQP-USA CANADA EUROPE

ZQY-UK

ZQR-SAUDI ARABIA

CQO-GULF

ZQT-FAR EAST

ZQV-DOMESTIC

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For more details please check PIA Focus .F*PIA*37 ---------F*12-14

EXAMPLE OF PNR FOR UN ACCOMPANIED MINOR TRAVELLING WITH AN ATTENDANT:

Ref: F*FMH/UMNR

EXAMPLE

-1RASHID/MSTR#-1CABIN/ATTENDANT

0300Y15DECKHIISBDS2

9-CTC H KHI C/O MR SHAHID 5667788H

5H 4UMNR1/UM 04-1

5H 4OTHS1 CALL NAME PUPOO Y

5H 4OTHS1/WILL BE SEEN OFF BY MR BARNI UNCLE

5H 4OTHS1/MR BARNI 14-C2 BLOCK 7 KHI

5H 4OTHS1/WILL BE RECIEVED BY MR TARIQ UNCLE

5H 4OTHS1/ADDRESS 104-J / F-8 ISB

5H4OTHS1/051598765 C/O MR TARIQ UNCLE

5H 4SPML CHICKEN BURGER

QP/ZQV100/37

Ref: F*FMH/SPML TICKETING

PNR must be ticketed by PIA Booking Office as soon as booking is confirmed.

EXAMPLE OF UM MOVEMENT/HANDLING ADVICE (MESSAGE) TO BE SENT BY BOOKING OFFICE TO ALL

CONCERNED OFFICES

KH/KK/KY/OA/KF/UM/UB/UF/TO/UU Board Point Addresses

KHIUMPK/KHIUFPK/KHIRRPK/KHIRSPK Flight Services, Food Services, CRC

KK/KH/OA/UUPK Transit Point Addresses

KK/KH/OA/UUPK Destination Point Addresses

(FRARRLH) Other Airline Reservations

[email protected] Special reservation desk at Inventory Control

XXXTOPK ( SENDER) Addressee (PIA Booking Office)

REF PK PNR XXXXXX

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If Two Infant Travelling with 1 Adult

PIA restricts the number of infants that may accompany an adult. This is normally a maximum of two

infants per adult. The second infant accompanying an adult occupies a seat, pays the child fare and is

allowed checked in baggage according to the rules.

Virtual Agent Procedure & Refund

Virtual Agent is web based easy to use PIA Reservation & Ticketing system for Non IATA travel agents,

freelancers and corporate companies. Users will maintain a debit account with PIA and will be allowed

to issue tickets, both on domestic and international sectors.

Key Benefits:

Accessible anywhere any time through the internet.

User friendly interface.

Upfront commission (up to 5% on Domestic and 7% on International ticketing).

Same day ticket void (cancellation) with no charges.

Complete reporting of tickets issued and amount deposited on real time basis.

No account maintenance charges.

Currently available in Pakistan only.

Refund Procedure

Agent shall fill out following details required in the Agent Undertaking for Refund, printed on Company’s

Letter Head.

1. Individual Ticket numbers.

2. Sector wise coupon to be mentioned for refund

3. Date of issue of ticket.

4. Net fare charged Exclusive of Service Charges (YR)

5. Applicable charges according to PIA refund policy to be mentioned by agent.

Agent shall also attach print outs of E-Tickets filed for refund along with Virtual Agent relevant Sales

Report.

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The Agent can either Email the scanned copy of the signed undertaking or deliver it personally to the

finance section at local PIA Booking Offices.

Point of Contact

To apply kindly fill the registration form available in the link below and email it to [email protected]

http://www.piac.aero/PIA_Business/pia-VirtualAgent.asp

For any trouble shooting, advise caller to contact Mr. Kamran.

Contacts: 300 9254025 / 99045315 Email: [email protected]

SOP Easy Paisa

PIA is starting very soon below Easy Paisa ticket purchasing option for pure domestic routes. If caller ask

about easy paisa option, handle passenger accordingly.

Easypaisa is a flexible payment method through which ticketing can be done through the extensive

network of Easypaisa outlets throughout the country. Details of booking/reservation are stored in PIA

Sabre Multi Host Reservation System.

Benefits

1. Easypaisa outlets accessibility throughout the country.

2. Reservation and ticket details are sent to passenger’s mobile phone.

3. Refundable as per PIA policy through PK Ticket Offices.

4. Ticketing facility is available throughout the country on 24/7 basis.

Conditions

• Applies to pure domestic passengers only.

• Available for sales through easypaisa outlets throughout the country.

• GIL/KDU sectors may not be sold in the initial phase of implementation owing to cancellations due to

weather conditions.

• Ticket(s) can only be issued against confirmed payment to easypaisa outlet.

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• Bookings can be made through call centre with an option to pay at easypaisa outlet or any PIA Ticket

office within assigned time limit as per prevailing PIA policy.

• Passenger check-in closes 30 minutes prior to scheduled departure time for domestic flights

• Airport Services department MUST ensure that coupons are lifted in sequence permissible in the e-

ticket policy for domestic flights .

• Passenger will present the following documents at the time of check-in.

Domestic Flights

1. Ticket Receipt/Itinerary.

2. Original Photo ID (CNIC or Valid Passport).

3. PIA check-in staff reserves the right to deny boarding incase passenger does not conform to PIA

policy.

Salient Features

• Ticketing service is being offered to customers only on major domestic routes.

• Customer can make bookings through PIA Contact Centre with an option to pay at nearest Easypaisa

outlet or PK ticket office as per applicable payment policy within the assigned ticketing time limit.

• Domestic passenger(s) must have official photo ID i.e. computerized national identity card or passport

at the time of ticketing and airport check-in.

• Passenger must obtain a printout of ticket receipt either through www.piac.com.pk or through nearest

PK Ticket office.

• The passenger may also request meal preference at the time of contact centre booking.

• The customer can pre-reserve seat through www.piac.com.pk.

• Form of payment for ticket(s) purchase through easypaisa outlets is cash. Cash receipt confirmation

collected at easypaisa outlet will be given to the customers through SMS by Tameer Bank.

• An auto generated SMS will be sent to customer’s mobile number (given in PNR/at time of

reservation)

• FFP member can request the Contact Center for adding his FFP number to the reservation.

PIA Contact Center



• Easypaisa customers can request cancellation of ticket(s) through PIA Contact Center as per existing e-

ticket policy. Contact center agent will verify/cancel the reservation as per the cancellation policy and

divert customer to nearest PK office for payment of charges if any.

Reservations & Ticketing

• For all reissuance needs, Passenger will visit nearest PK office & any difference of fare, charges

applicable thereby will be paid in cash/collected by the passenger at PIA office.

• Desired changes in the reservation can be made by ticket offices and call centers as per existing e-

ticket policy.

• In case of refund requests concerned service staff may assist passenger as per e-ticketing policy.

• Refund section at PK Ticket Office will use process the refund upon deduction of applicable charges as

per e-ticket policy.

• In case of Schedule Change, if passenger requests for an alternate flight other than the one offered,

PK Ticket Offices may entertain requested changes as per e-ticket policy.

No other discounts ( SCB,student ,Senior citizen ,APW, TAC etc ) will be offer through easy paisa option.

Contact Center

• Contact Center will assist the customers to attain temporary bookings as per existing set procedure to

create new PNRs.

• Option to purchase the ticket through easypaisa will be advised to the passenger for pure domestic

tickets.

• FOP remarks to be entered in the PNR indicating purchase is made through easy paisa.

• Tameer system will initiate automated ticketing process ticketing robotically in Sabre.

• Automatic SMS confirmation will be sent to customer upon successful ticketing.

• In case of refund requests call center will verify passenger(s) details, cancel reservation with time of

cancellation entered into VCR5 remarks as per existing Standard Operating Procedures.

• All PNRs with Schedule change should be promptly handled by Contact Center for easypaisa ticket

pseudo-city code (KQC).

• In case of schedule change, if passenger requests for an alternate flight, Contact Center may entertain

such changes as per existing policy.

PIA Contact Center



• Voluntary exchange will be made as per existing-ticket policy.

Schedule Change

• All applicable Schedule change rules for Easypaisa Ticket are same as E-ticket.

• All PNRs changes with change in Schedule shall be promptly and timely handled by Contact Center for

easy paisa ticket pseudo-city (KQC) as done in e-tickets

Important Notes

In addition to this manual, operational policies, location wise rules, fare rules, auto pricing, SABRE

entries and other information is available on PIA Contact Center intranet (Info Pages)