Customer Management Glossary - E3.0

Support Information
Amadeus Alta Departure Control

Customer Management
Glossary
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2008 Amadeus s.a.s.

All Rights Reserved.
Edition 3.0
Job Number: 2104
Published by:
Amadeus Educational Systems and Services
e-mail: ess.doc@amadeus.com
May 2008
Table of Contents
Glossary ................................................................................................... 1
Glossary: A ............................................................................................ 1
Glossary: B ............................................................................................ 4
Glossary: C............................................................................................ 7
Glossary: D.......................................................................................... 11
Glossary: E .......................................................................................... 12
Glossary: F .......................................................................................... 13
Glossary: G.......................................................................................... 15
Glossary: H.......................................................................................... 16
Glossary: I ........................................................................................... 16
Glossary: J........................................................................................... 18
Glossary: L .......................................................................................... 18
Glossary: M ......................................................................................... 19
Glossary: N.......................................................................................... 20
Glossary: O.......................................................................................... 21
Glossary: P .......................................................................................... 22
Glossary: Q.......................................................................................... 24
Glossary: R.......................................................................................... 24
Glossary: S .......................................................................................... 25
Glossary: T .......................................................................................... 28
Glossary: U.......................................................................................... 29
Glossary: V .......................................................................................... 29
Glossary: W ......................................................................................... 29
2008 Amadeus s.a.s. - All rights reserved
Glossary
Glossary: A
acceptance
Overall process of placing a customer on a flight. The process includes:
identification, baggage acceptance, customer acceptance, seating, printing of
documents and regulatory checks.
acceptance channel
Means by which a customer is accepted for travel. This includes IATCI, cryptic,
kiosk, telephone and web application.
acceptance status
Identifier that describes the customer's acceptance state. The valid statuses are:
Not Accepted, Standby, Accepted and Not Travelling.
ACV
Aircraft Configuration Version. It identifies a version of an aircraft type and its
physical seat layout.
addition or deletion list

See ADL below.
ADL
Addition or Deletion List. A list of updates to the Passenger Name List.
ADV
Advise Time of Departure. Time at which airports will advise their anticipated
departure time when a delay of unknown length is encountered.
Amadeus Alta Departure Control Customer Management
Glossary
advanced passenger information service (APIS)

See APIS on page 3.
advance passenger processing (APP)

See ASR on page 3.
advance seat request (ASR)

See APP on page 3.
advise time of departure (ADV)

See ADV on page 1.
aircraft code
Codes used for different aircraft types. These are three-character codes that are
letters or numbers. The numbers are the same or very similar to those used to
identify the aircraft. For example, 727, 747. The letters are generally taken from
the aircraft manufacturers name or from the model name given to the aircraft. For
example, D10 for McDonnell Douglas DC10; L10 for Lockheed L1011. The
aircraft codes are most frequently seen in availability and schedule displays. See
also aircraft type below.
aircraft configuration version (ACV)

See ACV on page 1.
air marshal
Government representative who travels on flights to protect the passengers from
terrorist activities.
aircraft registration
All aircraft have a series of characters that identify them. The combination of
characters indicates the country of origin as well as the aircraft identification. For
example, VH EBB. VH indicates Australian Aircraft. EBB is the aircraft identifier.
aircraft sub-type
Additional aircraft type. For example, 747-400 would appear as 744.
aircraft type
Manufacturers designator. For example, B747 where B stands for Boeing and
A330 where A stands for Airbus. See also aircraft code above.
airline code
Airlines have a two-character code. The two-character code may be the first
letters of the airline name, such as AF for Air France and AC for Air Canada, but
this is not always the case. Some two-character codes include numbers, such as
X3 for Baikal Airlines or 2D for Denim Air. The airline codes appear in all
reference and system documentation.
Edition 3.0
Glossary
alliance
Group of airlines that work together for their mutual benefit. For example,
Oneworld.
alliance tier
Common tier for all alliance members who hold equitable tiers across each
specific airlines frequent flyer programs. AA Executive, BA Premier and QF
Chairman's Lounge all equal the Oneworld alliance tier of Emerald.
allocated seat
See assigned seat below.
alternate destination
Destination other than the customer's original booking in a multi-leg flight. For
example, if a customer booked LHR-BKK-SYD, the alternate destination can only
be BKK.
amadeus business rules

Specific set of conditions combined with a specific set of actions that are used
during system processing. The rules are customised by a system user airline to
meet their individual needs. Each rule is composed of online updateable tables
for a variety of levels. The rules are referenced at key decision points.
APIS
Advanced Passenger Information Service. This is an immigration system that
facilitates customs clearance details for customers travelling to the countries that
use this system. For example, the United States.
APP
Advance Passenger Processing. A process whereby approval is given for a
customer to travel and enter certain countries such as Australia and New
Zealand.
ASR
Advance Seat Request. The capability to assign seats in advance.
assigned seat
Actual seat that the customer will sit in while travelling. An assigned seat is not
available for shuffling unless the customer requests a different seat and the
shuffle indicator is set to ON manually.
ATB
Automated Ticket and Boarding pass. The ATB is an integrated ticket and
boarding pass issued by the travel agent or airline directly to the traveller. This
means that the traveller has a single document for acceptance and boarding.
Glossary
ATD
Actual Time of Departure.
ATID
Airline Terminal Identification.
automated ticket and boarding pass (ATB)

See ATB on page 3.
Glossary: B
bag tag
Hand-written or printed tag that identifies the flight, customer, date, destination
and transit points of the accepted baggage.
bag tag printer

Printing device through which the computer generates a bag tag.
bag tag types

System-printed tags can be Normal (N) tags or Fallback (F) tags. Fallback tags
are used when there is a communication problem between DCS and the baggage
sortation system. In that case, the baggage lateral is printed on the bag tags.
Manual tags are used when there is a problem with the bag tag printer or there is
no bag tag printer.
baggage acceptance
Acceptance of the customers baggage for loading.
baggage acceptance status

Indicates where the baggage is in the acceptance process. There are three
categories:
1. Accepted - Okay to load.
2. Stand by - Provisionally accepted but awaiting authority to load.
3. Not accepted - Not okay to load.
baggage allowance
As specified by the airlines, the number of bags or baggage weight that the
customer can travel with without incurring additional cost.
Edition 3.0
Glossary
baggage group
Group of bags in a shared leg or legs belonging to one or more customers that
are associated with a single customer.
baggage lateral
Area where baggage is kept after it is sorted. Barcodes on the baggage tags are
automatically read and the baggage is sorted and diverted to this area. This is
only relevant for departure airports that use a baggage sortation system.
baggage pool
Special case of a baggage group where there is more than one customer with
bags travelling together.
baggage process priority

Priority with which accepted baggage is loaded and unloaded. For example, First
Class priority, Connection priority. Crew baggage is usually loaded last.
baggage rates table

Table of baggage rates used when calculating excess baggage charges.
baggage record
Record that contains all the details of a customer's baggage that was accepted
for the customer's trip.
baggage source message (BSM)

See BSM on page 7.
baggage transfer message (BTM)

See BTM on page 7.
baggage type
Type of baggage that is accepted. For example, standard, crew or rush.
baggage unload message (BUM)

See BUM on page 7.
blacklist category
Reasons for which a ticket is refused. These include: Counterfeit (C), Fraudulent
(F), Lost in Transit (T), Lost Stock (L), Missing (M) and Stolen (S).
blocked seats
Seats that are intentionally blocked on an aircraft and cannot be automatically
assigned to a customer when they are accepted for the flight. Seats can be
Glossary
blocked individually or in consecutive rows. Seats can be blocked for a number of

reasons and each time a seat is blocked, that reason is recorded.
Blockspace
Type of codeshare. The marketing carrier has complete control over a block of
space from the operating carrier and can hold a mini seatmap. Sales are not
reported to the operating carrier until the Passenger Name List (PNL) is sent to
the handling system.
boardpoint
City or airport at which a flight segment begins.
boarding
Process of moving customers onto the aircraft.
boarding pass
Document that identifies a customer as eligible to board a specific flight.
boarding pass printer

Printing device through which the computer generates a boarding pass.
boarding status
Indication as to whether a customer has boarded or has not boarded.
Also, an indication of whether the flight has started or finished boarding.
boarding time
Estimated time for customers to start boarding an aircraft.
booking
Generic term meaning a reservation held in a reservations system. It is a record
of the customer's itinerary for a given trip. It may include one or more flights as
well as hotel and car reservations made through the same system.
booking class
Types of classes of service or fares offered on an aircraft.
booking information
Information about the purchased ticket and the traveller that indicate whether the
person has a reservation and other reservation details.
broadcast printer
Printing device that prints on plain or pre-printed paper. For example, a laser
printer.
Edition 3.0
Glossary
BSM
Baggage Source Message. A BSM is created every time a bag tag is processed
or baggage details are amended in DCS when the bag is accepted.
BTM
Baggage Transfer Message. The BTM provides a receiving carrier at a transfer
station with details of all transfer baggage, on an incoming flight, that has not
been passed as part of a through acceptance transaction and that is to be
transferred to the receiving carrier's services by the delivering carrier.
A BTM is sent by the transporting carrier to the receiving carrier(s).
bulkhead
Fixed partition on an aircraft.
BUM
Baggage Unload Message. A BUM is created when a customer is offloaded for
any reason.
business rule
See amadeus business rules on page 3.
Glossary: C
cabin
Compartment where customer seats are located.
cabin baggage
Baggage that the customer carries onto the aircraft. Also known as hand
baggage or unchecked baggage.
cabin baggage in seat

See CBBG on page 8.
cabin code designator

Single letter that is used to identify a specific cabin area. Each area provides
different levels of service and comfort. For example, F - First Class, J - Business
Class and Y - Economy Class.
cabin configuration
How the cabin is configured for the saleable and the fitted configurations.
Glossary
cancel acceptance
Circumstance when a customer is removed from a flight after acceptance or
boarding.
capacity
Number of available seats for sale in a specific cabin or for a specific booking
class. This number is derived from the airline's inventory system.
carrier
Term used for tariff, ticketing and baggage purposes to define all companies
engaged in commercial transportation.
carrier code
Two-character alpha or alpha-numeric code that identifies an airline.
catering
Food and beverages loaded onboard an aircraft for customer consumption.
CBBG
Cabin Baggage. Baggage that occupies a seat in the cabin. This designation is
used when a customer has paid to place an item of carry-on baggage in a seat on
the aircraft. Most commonly used for musical instruments and delicate scientific
or medical equipment. Also known as Cabin Baggage in Seat.
change of gauge
Scheduled change of aircraft type, occurring one or more times en route, but
identified by one airline designator and flight number between the origin and
destination.
channel
Method or outlet through which a CPR or other transaction is accessed for the
purpose of acceptance or boarding.
character
A combination of letters, numbers or special symbols.
check-in
See acceptance on page 1.
child fare
Fare for children who are in a specific age range.
Edition 3.0
Glossary
class of service
Type of service offered on an aircraft. For example, First, Business or Economy.
When shown as a code, it is generally the same as the cabin code designator.
codeshare
Agreement entered into by two or more carriers whereby one operates the
service, and one or more sell seats according to their respective agreements.
courtesy seat
Seat reserved for a passenger without charge.
CM
Amadeus software that controls delivery of products to customers. The software
is business rule-driven, customer ranking-driven, and synchronised with the SBR.
comment
Customer-specific message or text that can be associated to and triggered by
certain events such as acceptance, boarding, reprinting of boarding passes, and
so forth. Comments have a priority attached to them. All high priority comments
inhibit the completion of the process that triggered it. This forces the agent to
deliver or delete the message before they can continue.
connecting flight
Flight from one point to another that makes a connection at an intermediate
airport. A connecting flight can be with the same airline or with a combination of
airlines.
connecting point
Any point in an itinerary at which the customer must transfer from one flight to
another.
connecting time
Term used to indicate the amount of time available to transfer a customer and
baggage from one flight to another.
contact EOC
APP response that instructs the user to contact the Australian Emergency
Operation Centre prior to an override entry.
contact GDNPR
APP response that instructs the user to contact the General Directorate of
Nationality, Passports and Residence prior to an override entry.
contact NZIS
APP response that instructs the user to contact the New Zealand Immigration
Service prior to an override entry.
Glossary
CPR
Customer Product Record. This is the primary record for Amadeus Customer
Management, and contains all the DCS related information. It is created from the
SBR and is updated when the SBR is updated. In addition, most amendments to
the CPR also update the SBR.
CTP
Customer Transfer Process. Process of moving a customer from one flight to
another flight. This is primarily done when a scheduled flight is cancelled, delayed
or otherwise disrupted.
customer acceptance
Overall process of placing a customer on a flight. The process includes
identification, customer acceptance, baggage acceptance, seating, printing of
documents, and regulatory checks. Process in which both the airline and
customer commit to the customers travel on a particular service.
customer acceptance status

See acceptance status on page 1.
customer list
List of customers sharing common characteristics, such as destination or
travelling with infants. Customer lists can be pre-defined or built by filtering all
customers on a flight by a specific set of criteria.
customer management (CM)

See CM on page 9.
customer product record (CPR)

See CPR above.
customer ranking value

See customer value on page 11.
customer tracking
Ability of an airline agent to specify and identify a point of contact with the
customer while the customer is in an airport acceptance environment. For
example, entrance into the airline lounge or at an airline counter.
customer transfer process (CTP)

See CTP above.
customer type
Age category of the customer. For example, Adult, Child or Infant.
10
Edition 3.0
Glossary
customer value
Is assigned to a customer to determine the value of that customer to the airline
for a range of different activities within the system (for example, acceptance,
seating, regrade). Each airline determines the values for each customer based on
a combination of different factors relating to that customer. The list of factors may
differ between airlines. Some of the factors applied are:
FQTV tier
Booking class and fare type
Staff or commercial customer
In Amadeus Alta Administration, this is referred to as CRV.
Glossary: D
DBC
Denied Boarding Compensation. When a customer is compensated for being
denied boarding on a flight that they had a reservation on. DBC can be in the
form of a monetary amount, or a voucher for future travel.
DCS
Departure Control System. DCS is a system that is used to control all aspects of
departure control worldwide.
deboard
Process of removing a boarded customer from a flight. A customer who is
deboarded may subsequently have their acceptance cancelled. In this situation,
the new acceptance status would be Not Travelling.
denied boarding compensation (DBC)

See DBC above.
departure control system (DCS)

See DCS above.
depool
Remove customers from a baggage pool.
disruption
Flight disruption is a variation to the flight schedule on or close to the day of
departure of a flight caused by a planned or an unplanned event. The following
are the main types of disruption events:
Routing Change
Seating Configuration Change
11
Time Change
Flight Cancellation
Glossary
DOB
Date of Birth.
DOJ
Date of Joining.
downgrade
When a customer is moved from a higher class of service to a lower class of
service.
Glossary: E
e-stapling
Electronic stapling refers to the process of associating multiple e-ticket coupons
with a single flight.
e-ticket
A ticket that is not printed on paper, but stored electronically in the airline system.
An ITR is issued to the customer in lieu of a paper ticket. This ITR includes a
booking code or record locator that is presented during Acceptance. E-tickets are
now offered by all the major carriers.
EDIFACT
Message type. (Electronic Data Interchange For Administration (or Accountancy),
Commerce, and Trade / Transport).
Communication protocol that enables communication between different Amadeus
applications and different airlines. EDIFACT is also used to communicate
between the JFE and the Customer Management server.
electronic ticketing
See e-ticket above.
element
Any one of the component parts of a PNR, such as an itinerary segment, a name
element, or a special service request. Each element is numbered sequentially
within the PNR.
entitled cabin
Cabin code that the customer is entitled to be regraded to.
12
Edition 3.0
Glossary
estimated to board (ETB)

See ETB below.
ETA
Estimated Time of Arrival.
ETB
The Estimated to Board (ETB) is a figure stored in Amadeus Alta Plan that
shows how many customers are expected to board a flight, based on statistics.
ETD
Estimated Time of Departure.
excess baggage
Baggage for which either the number of allowed pieces or the combined weight of
the pieces exceeds the limit allowed by the airline. This is based on the airline's
policy.
excess baggage waiver

Refers to allowing customers to have bags accepted that are heavier than the
maximum allowed weight without charging them a fee.
EXST
Extra seat. See courtesy seat on page 9.
Glossary: F
fare
Amount charged by the airline or other supplier for the carriage of customers and
their free baggage allowance. It is the current charge that an airline or other
supplier advertises as applicable to the class of service furnished.
fare types
Different categories of fares offered for sale by an airline. For example:
Full fares. These fares have no restrictions (dates and names can be
changed prior to departure). Fare can be fully refunded at any time.
Discounted fares. These fares have restrictions such as cancellation fees,

and limited date change and refund options.
FIM
Flight Interruption Manifest. A document that is issued when a customer or group
of customers are provided carriage on another flight or airline due to a disruption.
13
Glossary
flight acceptance status

Indication of whether the flight is open for acceptance everywhere, open just at
the gate or closed for acceptance.
flight coupon
Coupon in the ticket that indicates the two cities that the coupon is valid for. It
specifies the class of service and usually calls for a reserved space on a
particular flight and date.
flight interruption manifest (FIM)

See FIM on page 13.
flight management (FM)

See FM below.
flow forward
Process of moving early customers to earlier flights on day of departure for
operational or commercial reasons. Eligibility for flow forward is dependent on the
customer value and operational requirements of the day.
FM
Amadeus Alta Departure Control application that allows airlines to do weight and
balance activities. FM works together with CM to meet the airlines departure
control requirements.
FOID
Form of Identification.
FQTV
Frequent Flyer. Information that identifies a customer as a member of an airline's
or alliances loyalty program.
free flow
Type of codeshare. The operating carrier remains in full control of the inventory
and the seatmap. All sales are reported to the operating carrier as the sales are
made. Free flow is said to be capped when limits are applied to the marketing
carriers sales.
free seating
Flight has no assigned seats. Customers select their seats on board the aircraft.
free sale
Term used on the JFE to represent a Free Flow Codeshare agreement.
14
Edition 3.0
Glossary
frequent flyer (FQTV)

See FQTV on page 14.
Glossary: G
galley
Food preparation area on an aircraft.
gate
Area through which a customer passes when boarding an aircraft.
gate reader
Device at the gate that reads the customers boarding pass and registers them as
having boarded the aircraft.
gender
Indication as to whether a customer is male (M) or female (F).
general flight status

Indication as to whether the flight is cancelled, departed, locked, ready for use,
open, plan initialised or suspended.
go show
Customer that presents themselves for acceptance for a specific flight, who holds
a ticket, but does not have a confirmed reservation for that flight. The customer
may be holding a waitlisted or space available reservation, or may hold a
reservation for another flight.
ground handling
Loading baggage, fuelling the aircraft, acceptance of customers and other
activities needed to prepare an aircraft for departure.
ground handling agreement

Agreement entered into by an airline and another company (or airline) whereby
all ground handling activities are performed by the second company on behalf of
the first company. This agreement may or may not include the processing of
acceptance in a different system.
guaranteed seat
See assigned seat on page 3.
15
Glossary
Glossary: H
hand baggage
See cabin baggage on page 7.
head of pool (HOP)

See HOP below.
hold baggage
Baggage that is accepted and placed in the aircraft hold.
HOP
Head of Pool. The customer with whom a baggage pool is associated.
Glossary: I
IATA
International Air Transport Association. An association whose members carry the
bulk of the worlds scheduled international and domestic air traffic. It provides
authorised agreements between airlines and travel agents for international
ticketing.
IATCI
Inter Airline Through Check In. A subset of EDIFACT that deals specifically with
the airline check in of customers.
ICAO
The International Civil Aviation Organization (ICAO), an agency of the United
Nations, codifies the principles and techniques of international air navigation and
fosters the planning and development of international air transport to ensure safe
and orderly growth. The ICAO has its own airport and airline code systems with
4-letter airport codes and 3-letter airline codes.
IFM
Interline Fallback Message. Message sent manually to another carrier when
through check fails for a customer.
Inbound
Flight on which the customer is arriving at your airport when connecting to
another sector of the same flight or a different flight.
16
Edition 3.0
Glossary
infant fare
Fare for an infant who has not attained a specific birthday. For example, his or
her second birthday. The specific age varies by airline.
infant quota
Airline procedures dictate the number of infants allowed on a specific aircraft
type.
inter airline through check in (IATCI)

See IATCI on page 16.
interline
Activity involving two or more carriers for which an Interline Agreement exists
Hence: interline itinerary, interline reservations, interline baggage, interline
pricing, and interline connection. See interline agreement below.
interline agreement
Agreement covering the transportation of customers and baggage over the
service of two or more carriers, but with one ticket.
interline fallback message (IFM)

See IFM on page 16.
international air transport association (IATA)

See IATA on page 16.
international civil aviation organization (ICAO)

See ICAO on page 16.
international organization for standardization (ISO)

See ISO below.
inventory
Number of available seats for sale in a specific cabin or for a specific booking
class. This number is derived from the airline's inventory system.
itinerary
Complete description of a customers trip, from the beginning to the end, even
though separated by a gap or gaps. An itinerary can consist of air, hotel and car
segments, which are also referred to as itinerary elements.
ISO
The International Organization for Standardization (ISO) is an international
standard-setting body composed of representatives from various national
17
Glossary
standards bodies. The 2-letter country codes used in the system are defined by
ISO.
itinerary receipt (ITR)

See ITR below.
ITR
Itinerary Receipt. An Itinerary Receipt issued to the customer in lieu of a paper
ticket. This includes a booking code or record locator that is presented during
acceptance.
Glossary: J
java
Java is a network-oriented programming language developed by Sun
Microsystems. It is specifically designed for writing programs that can be safely
downloaded to a computer through the Internet and immediately run without fear
of viruses or other harm to the computer or files.
java front end (JFE)

See JFE below.
JFE
Java Front End. This is the graphical interface for the Amadeus Alta Departure
Control Customer Management application.
journey
Complete description of a customers itinerary from the beginning to the end,
even though separated by a gap or gaps.
jump seat
Aircraft seat that is contained on the aircraft but is not for sale. Jump seats are
used for the cockpit and cabin crew. In some situations, a jump seat can be
assigned to approved company personnel.
Glossary: L
layover connection
When a customer must layover or wait for the next part of their connecting flight
itinerary. A layover connection always involves an overnight stay.
18
Edition 3.0
Glossary
leg
Airline flight between two consecutive scheduled stops on a given flight. A leg is
also known as a sector.
line interchange terminal address (LINATA)

See LNIATA below.
link
Joining of two or more customers so they can be processed together for part of
their journey. For example, adjoining seats. This can be done even if all the flight
legs are not identical. Customers on different journeys can be linked, but they
cannot have baggage pooled.
LNIATA
Line Interchange Terminal Address. A combination of numbers and letters that
make up every terminals specific ID. The ID is referred to as an ATID.
load control status

Indication of the progress of load control activities for a specific flight.
local security administrator

Designated person within your airline who is responsible for maintaining security
attributes, also known as roles and permissions.
locked flight
System access to the specific flight is restricted to all but a few high-level users.
This is used if there is a major incident on a flight that requires an emergency to
be declared.
Glossary: M
market
Naming convention to describe a world, region, country, city or airport. It can also
be a combination of different levels. This term applies to business rules.
market information
Information about a marketing pair. This term applies to business rules.
market pair
Pair of cities or airports, such as MIALON. This term applies to business rules.
19
Glossary
marketing carrier
Airline in a codeshare agreement that sells the available seats.
MCO
Miscellaneous Charges Order. A document issued by an agent or airline as proof
of payment for accommodation, ground transportation, special services or as a
credit towards future air transportation.
MCT
Minimum Connecting Time. The minimum time required to transfer customers
and their baggage between flights at any one airport. This time is determined by
each airline and may differ from airport to airport and airline to airline.
member of pool (MOP)

See MOP below.
minimum connecting time (MCT)

See MCT above.
miscellaneous charges order (MCO)

See MCO above.
MOP
Member of Pool. Refers to a baggage pool. This is a customer who is part of the
baggage pool who is not responsible for the baggage. The customer is not the
Head of Pool.
multiple association (e-tickets)

The process of associating a single e-ticket coupon with more than one flight.
Glossary: N
nationality
Country for which the customer holds a passport.
non-stop flight
Flight that operates between two points directly without scheduled stops en route.
20
Edition 3.0
Glossary
NOREC
No Record. A customer that presents themselves for acceptance for a specific
flight and has a valid ticket for that flight, but a reservation cannot be found in the
system for the customer.
NOSHOW
Customer who held a confirmed reservation for a specific flight but failed to
appear for check-in.
Glossary: O
offload
Circumstance when a customer is removed from a flight after acceptance or
boarding.
offpoint
City or airport at which a flight segment terminates.
onboard service list (OSL)

See OSL on page 22.
oncarriage
Onward flight to which a customer is connecting.
online connection
Online connection occurs when the same airline is used for all connecting flights.
onload
Acceptance of customers and baggage currently on standby for a flight. The
onload process may also include regrading customers.
open ticket
Ticket that is valid for transportation between certain points, but indicates no
specific reservation. The customer secures the reservation later. Tickets can be
issued with a confirmed outward portion and an open return.
operating carrier
The carrier that operates the flight, which may be different from the marketing
carrier.
21
Glossary
origin city
Point where an itinerary starts. This is also referred to as the departure point.
OSI
Other Service Information. A request for additional service for a customer that
does not require a response or confirmation from the airline.
OSL
Onboard Service List. A list that is given or sent to the operating crew for in-flight
customer service purposes.
other service information (OSI)

See OSI above.
outbound
Flight or flight leg on which the customer leaves their airport of origin.
Glossary: P
passenger manifest
IATA document that lists the names of customers to be carried on a specific flight,
on a specific date, and to a specific destination. A passenger manifest is required
for every flight and is generally produced close to or at departure time.
passenger name list (PNL)

See PNL on page 23.
passenger name record (PNR)

See PNR on page 23.
passenger reconciliation list (PRL)

See PRL on page 23.
passenger service message (PSM)

See PSM on page 23.
passenger transfer manifest (PTM)

See PTM on page 24.
22
Edition 3.0
Glossary
PAX
Abbreviation for passenger or customer.
PNL
Passenger Name List. A list of customer data for a specific flight sent by one
airline's reservation system to another airline's DCS for the purpose of customer
acceptance. This is the case when two airlines have entered into a ground
handling arrangement.
PNR
Passenger Name Record. A record that contains all the data relating to a
particular customers travel reservation. It contains not only basic customer data
such as name, address, telephone, special needs, and so on, but also flight, hotel
and car reservations.
policy waiver
Internal airline policy to allow more baggage per customer than the standard
normal acceptance limit. It overrides the standard normal acceptance limit or
condition of carriage.
pooling
Process of combining the baggage allowance for two or more people when the
baggage is presented for acceptance at the same time by customers who are
travelling together on the same flight to a common destination or stopover. One
person must then take responsibility for all the bags and is known as the Head of
Pool.
PRL
Passenger Reconciliation List. The list includes details of customers boarded, no
shows and go shows for whom data exists in DCS.
product
For the purposes of Amadeus Alta Departure Control Customer Management, a
product is a flight consisting of one or more legs that are sold in a particular
booking class. For example, 6X2 22JAN LHR-SYD.
Airlines also use this term to refer to the type of service offered in a particular
class or a flight sector. For example, CityFlyer.
PSM
A Passenger Service Message (PSM) is a standard International Air
Transportation Association (IATA) message sent when special services are
required. For example, passengers needing a wheelchair, elderly passengers
requiring assistance, or young people travelling alone.
PSPT
Passport number.
23
Glossary
PTM
Passenger Transfer Manifest. Displays arrival information on all onward
connecting customers. The information includes baggage details and final
destinations.
published seat
See assigned seat on page 3.
Glossary: Q
queue
Computer waiting line where PNRs or messages are placed when they require
action.
Also refers to the queue on a printer that shows the agent that there are boarding
passes or bag tags waiting to be printed.
Glossary: R
record locator (RLOC)

See RLOC on page 25.
regrade
Process of assigning a customer to a cabin that is different from the one for which
the customer paid. This can be an upgrade or a downgrade.
regrade reason
Reason the customer was upgraded or downgraded.
regrade type
Whether the customer was upgraded or downgraded voluntarily or involuntarily.
regulatory information
Information on a customer that includes date of birth, gender, nationality and
passport number.
reservation
See booking on page 6.
24
Edition 3.0
Glossary
reservation booking codes

See booking class on page 6.
RLOC
Record locator. An alpha-numeric representation of a PNR file address.
rule
See amadeus business rules on page 3.
rush baggage
Piece of baggage that is loaded on an aircraft without the customer. This only
happens under special circumstances.
Glossary: S
SBR
Structured Booking Record. This is the internal system version of the PNR that
accounts for all booking details as well as delivery. For example, acceptance,
baggage and boarding details.
seat attributes
See seat characteristics below.
seat characteristics
Text that describes the attributes of a seat. For example, aisle, window or middle
seat.
seatmap
Visual illustration of the seating configuration for a specific aircraft and aircraft
type. It includes locations of galleys, toilets, closets and emergency exit rows.
seat preference
Information that identifies specific seats or seat characteristics that are requested
by the customer.
seat shuffle
Ability of DCS to automatically select more appropriate or more desirable seats
for customers. You can also set an indicator to ON and manually start this
process for someone who already has an assigned seat.
25
Glossary
seat swap
Seats of two customers are exchanged.
sector
See leg on page 19.
segment
Leg or group of consecutive legs from the boarding point of a customer to the off
point for the customer on a given flight.
service code
Codes used in a customer's booking to request additional services. See SSR
below and OSI on page 22.
SITA
Socit Internationale des Tlcommunications Aeronautiques. A
telecommunications network used by the major airlines to transmit customer
reservations, cancellations, changes and other teletype messages.
SOM
Seat Occupied Message.
special service request (SSR)

See SSR below.
spur
See baggage lateral on page 5.
SSR
Specific request from a customer for additional service, such as a wheelchair,
special meal, assistance in boarding or transferring, or attention for an
unaccompanied minor.
STA
Scheduled Time of Arrival.
staff
Airline employees and other eligible customers who are travelling for the
purposes of conducting business for that airline or who are using employee
discounts. This includes flight crew who are travelling on the flight but not in an
operating capacity.
26
Edition 3.0
Glossary
standby
Revenue customer or staff member who is prepared to travel if space is available.
Standby is one of the acceptance statuses.
status bar
Area at the bottom of an application window that shows the status of the
application in addition to other information about the application.
STD
Scheduled Time of Departure.
stopover
Deliberate interruption of a customer's trip made by the customer. It can be any
point between the originating airport and final destination. The interruption is
reflected on the customer's ticket.
stressed flights
If the stress factor for a flight is greater than the value specified in the Flight
Stress Factor Rule in the business rules, the flight is considered stressed. When
a flight is stressed, the system may offer customers available alternatives for
transfer during the acceptance process.
stress factor
The stress factor of a flight is the Estimated to Board (ETB) figure minus the
Cabin Capacity, divided by the Cabin Capacity. If the ETB figure is not available,
the number of currently booked customers is used in the calculation instead.
structured booking record (SBR)

See SBR on page 25.
sub-link
Additional level of linking that applies to customers who are already part of a link.
This is commonly used when a subset of a group of linked customers want to sit
together when travelling. See link on page 19.
swipe
Process of identifying a customer by moving a form of encoded identification
through a reader. For example, a credit card or passport.
27
Glossary
Glossary: T
terminal
Part of an airport where customers depart and arrive.
theoretical seat
Seat that is allocated to a customer by DCS prior to customer acceptance. A
theoretical seat is unknown to the customer or the acceptance agent. In order to
become an assigned seat, the seat must be confirmed by DCS through customer
acceptance and not be changed by shuffling or overriding.
ticket
IATA document issued by an airline or authorised travel agent representing a
contract between the customer and the airline. It specifies that the carrier
provides transportation for the customer between designated cities.
ticketing agent
Airline office or travel agency that is authorized by IATA to issue tickets.
TIMATIC
Travel Information Manual. This is a joint electronic publication of 14 IATA
airlines. It provides information for nearly 200 countries and contains passport
and visa requirements, health documentation, airport tax, customs and currency.
title bar
Horizontal bar at the top of a window that shows the name of a program.
tracking
See customer tracking on page 10.
transfer
Customer or baggage that needs to make a connection from one flight to another.
Also see CTP on page 10 and flow forward on page 14.
transit customer
Onward travelling customers that remain on the same flight number for the
following legs.
trip
See journey on page 18.
28
Edition 3.0
Glossary
TTY address
Identifier that allows you to send messages to users or systems using direct
addressing. TTY indicates the message is a teletype message.
Glossary: U
unchecked baggage
Baggage the customer carries onto the aircraft. Also known as cabin baggage or
hand baggage.
UMNR
Child travelling alone without an adult customer. This type of customer requires
certain information to be given to the airline before the airline will accept the
customer for carriage.
unaccompanied minor (UMNR)

See UMNR above.
upgrade
When a customer is moved from a lower class of service to a higher class of
service.
Glossary: V
validation
Imprinting of a ticket or voucher with the identifying mark of an airline or agency.
Validation is necessary to make a standard ticket legal for travel.
validating carrier
The carrier on which the ticket is issued. This could be the marketing or operating
carrier.
Glossary: W
waiver
See policy waiver on page 23.
29
Glossary
waitlist
Unconfirmed bookings.
weight allowance
See baggage allowance on page 4.
30
Edition 3.0

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YOUR USE OF THIS DOCUMENTATION IS SUBJECT TO THESE TERMS

2008 Amadeus s.a.s.

Job Number: 2104

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addition or deletion list

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Amadeus Alta Departure Control Customer Management

advanced passenger information service (APIS)

advance passenger processing (APP)

advance seat request (ASR)

advise time of departure (ADV)

aircraft configuration version (ACV)

amadeus business rules

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Amadeus Alta Departure Control Customer Management

automated ticket and boarding pass (ATB)

bag tag printer

bag tag types

baggage acceptance status

baggage process priority

baggage rates table

baggage source message (BSM)

baggage transfer message (BTM)

baggage unload message (BUM)

2008 Amadeus s.a.s. - All rights reserved

Amadeus Alta Departure Control Customer Management

blocked individually or in consecutive rows. Seats can be blocked for a number of

boarding pass printer

cabin baggage in seat

cabin code designator

2008 Amadeus s.a.s. - All rights reserved

Amadeus Alta Departure Control Customer Management

2008 Amadeus s.a.s. - All rights reserved

Amadeus Alta Departure Control Customer Management

customer acceptance status

customer management (CM)

customer product record (CPR)

customer ranking value

customer transfer process (CTP)

Booking class and fare type

Staff or commercial customer

In Amadeus Alta Administration, this is referred to as CRV.

denied boarding compensation (DBC)

departure control system (DCS)

Seating Configuration Change

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Amadeus Alta Departure Control Customer Management

estimated to board (ETB)

excess baggage waiver

Discounted fares. These fares have restrictions such as cancellation fees,

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Amadeus Alta Departure Control Customer Management

flight acceptance status

flight interruption manifest (FIM)

flight management (FM)

frequent flyer (FQTV)

general flight status

ground handling agreement

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Amadeus Alta Departure Control Customer Management

head of pool (HOP)