Business hours: (all the team at work)
MON-FRI: 9.30 - 18.30
Duty Hours: (only one person available - Estimated time for response: 3 hours)
MON-FRI: 18.31 – midnight
SAT/SUN/Holidays: 10.00 – midnight
*Argentinean local time (GMT-3)
- On Duty :
Phone number: (+54) 11 6842 0030 - Option 3
It is mandatory that before making any call to the On Duty Phone Number, the case is loaded into an incident. Bear in mind that calls are only for emergencies. Emergency is understood as reservation with imminent expiration or passenger leaving on the same day.
Issuance rules:
- Passengers must be in order. First the ADTs, then the CNNs, finally the INFs.
- Imported reservations: if the price has changed, the PQ / TST must be updated and imported again.
- Sabre: Cannot have more than 1 PQ per type of passenger
- Sabre: PARTIAL TICKETED. This error occurs when there are 2 PQs or more and the second PQ fails to output. Take into account that there are tickets issued, so you have to take action on the reservation on the passengers without issuing (or ask for the void of those issued)
Schedule change:
Consolid will send the Schedule changes of those airlines that send the notifications through the queues of the respective systems.
The following airlines will send the changes directly to the email added in the reservation:
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The Epay or Guarantee ticket Airlines (for example: Frontier, Spirit, Sun country), do not reflect the schedule changes in the GDS, for which it will be the responsibility of the passenger / seller to associate an email to the reservation on the airline's website or their call center to receive notifications.
- Changes and refunds managed directly with airline: Consolid will lose any type of responsibility for the reservation if the passenger or the seller decides to make a change or cancellation directly with the airline; this means that any subsequent operation must be requested directly from the airline.
- Void:
The following Airlines do not permit VOID:
https://consolidglobal.zendesk.com/hc/en-us/articles/33545078697101-Airlines-that-do-not-allow-Void
Incidents: Orders will only be received through the incidents website. Please take into account the priority of each order according to the type of incident:
- Maximum priority: Passenger departing within 72hs
Void inquiry
Ticketing error
Exchange
New booking quote
- Medium Priority: Schedule change
Check booking status
Refund (voluntario)
- Low priority: Correct name
Refund (involuntario)
Others
Technical error
Maximum priority: response within the day
Medium priority: response within 24 hours (business day)
Low priority: response within 72 hours (business day)
** Incidents with more than one PNR or within the incorrect category will be closed without handling. You will be notified that they will have to upload a new one with the corrections marked.
- Payment with Virtual Credit Card: the following Airlines penalize its use:
- IBERIA
- BRITISH
- LUFTHANSA GROUP
- EMIRATES
- QATAR
- LATAM
- Refunds Currency: refunds will be paid in the currency that was paid to the airline. For example, if a ticket is issued in Colombian Pesos, the refund will be in Colombian Pesos. If the original payment was by credit card, it will be the bank that will make the conversion to the refund exchange rate in the case of a foreign card. In the case of a cash issuance, Consolid will report the value at the exchange rate on the reporting date in case the reports are handled in a currency other than the one paid.