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Conference call minutes NMC Saudi Arabia 14JUN04

Razi Shaizour
Razi Shaizour

This meeting report summarizes a conference call between representatives from Amadeus Saudi Arabia and the Amadeus Service Management Centre in Nice, France. They discussed outstanding issues to follow up on for several airlines, including problems with surcharges not appearing correctly for Emirates and Saudi Arabian Airlines. They also reviewed handling of technical problem reports and feedback on the second level help desk. The Saudi Arabian National Management Centre is now fully owned by Amadeus.

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SMC 17/05/15 Page 1 of 3 Meeting Report Service Management Centre From: Christelle Moresco To: Adnan Masood Malik, Mohammed Raziuddin Cc: Date: 14th of June 2004 Subject: Conference call Next meeting: TBD Agenda 1. Outstanding problems to follow-up 2. Feeling about 2 nd Level Help Desk 3. General Information Attendees Amadeus Saudi Arabia: Adnan Masood Malik, Mohammed Raziuddin Amadeus SMC Nice: Christelle Moresco Meeting minutes 1. Outstanding problems to follow-up EMIRATES (EK): Razi mentioned that the YQ surcharge for Emirates is not reflected in 1A. The PTR 1258081 already reports the issue. The fact is that we currently have a technical limitation to support these surcharges. SAUDI ARABIAN AIRLINES (SV): The NMC complained about the tax discrepancy between the Airline system and information provided to the Agent and what is currently shown in 1A: The YQ tax for this airline is applicable since the 12th of June where it is still not in 1A. I guess the issue is exactly the same as the one reported for EK (Technical limitations on 1A side) KUWAIT AIRWAYS (KU): The Airline has changed the system and the problem is that each time a booking is made on 1A and that modifications are done in the PNR, the KU system is not aware of the modifications: It seems that there is no link between 1A and KU. TTY messages will have to be verified. The problem has already been reported by the NMC Kuwait: PTR 1255815. I will chase this one and let you know the outcome.
SMC 17/05/15 Page 2 of 3 COMMISSION PROBLEMS: PTR 1262244: The PTR needs to be investigated and the NMC would like to know why this problem happened and how it is possible. I will follow-up on that one and revert to the NMC with separate mail. DELTA AIR LINES (DL): A lot of PTRs related to Delta where closed as Dupe by the SMC agents. I explained that this is to avoid too many people working on the same issue through different PTRs. In all PTRs rejected as duplicate, the Master PTR reference is inserted. TECHNICAL PTRS HANDLING: PTR 1261218: The NMC has to check the PTR as it seems that the issue is solved. I suggested to the NMC to send the PTRs to MDBEUM directly as soon as it concerns Terminals, Printers and Definitions Orders (Line Orders have to be transferred to OTHDMUC). Any other Technical issues (Comms error, link down.) Hill still have to be sent to MFHD. ITA: PTR 1243108The NMC does not succeed in getting official documents from the Airline for the ITA requests. I will check with the Airline Account Manager if we can get these documents. Mail has been sent to GF to have the official approval. GARUDA INDONESIA (GA): PTR1260066: Garuda is not updating its flight properly in the 1A system. Some flights are not operational in GA system whereas we have availability in 1A. Once notified, GA update the availability. But the NMC would like the information provided by 1A as much reliable as possible I will check with the Airline Account Manager to see if something can be done with GA to improve the 1A displays. 2. Feeling about 2 nd Level Help Desk There is no particular issues with the Help Desk. Adnan and Razi complained about the Low response in PTR resolution. I explained that we were suffering about our overflow which is now better since a week. We have modified the way we work in order to avoid such overflow. Recap on SLAs: PTR acknowledgment: Sev1 PTRs: 100% within 2 mns Sev2 PTRs: 100% within 15 mns Sev3-4 PTRs: 90% within 2 working days 3. General Information The NMC Saudi Arabia is now 100% Owned by Amadeus. Due to this new situation, the travel agent are asking for much from the NMC in term of problem solving.
SMC 17/05/15 Page 3 of 3 Action item Action Item Rsp Open Due S 1. Rsp: initial of responsible person Open: date when action item was opened Due: date when action item is to be completed Status: A=Assigned, W=Waiting, C=Closed to be removed next time, O=Open, not yet assigned.

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Conference call minutes NMC Saudi Arabia 14JUN04

  • 1. SMC 17/05/15 Page 1 of 3 Meeting Report Service Management Centre From: Christelle Moresco To: Adnan Masood Malik, Mohammed Raziuddin Cc: Date: 14th of June 2004 Subject: Conference call Next meeting: TBD Agenda 1. Outstanding problems to follow-up 2. Feeling about 2 nd Level Help Desk 3. General Information Attendees Amadeus Saudi Arabia: Adnan Masood Malik, Mohammed Raziuddin Amadeus SMC Nice: Christelle Moresco Meeting minutes 1. Outstanding problems to follow-up EMIRATES (EK): Razi mentioned that the YQ surcharge for Emirates is not reflected in 1A. The PTR 1258081 already reports the issue. The fact is that we currently have a technical limitation to support these surcharges. SAUDI ARABIAN AIRLINES (SV): The NMC complained about the tax discrepancy between the Airline system and information provided to the Agent and what is currently shown in 1A: The YQ tax for this airline is applicable since the 12th of June where it is still not in 1A. I guess the issue is exactly the same as the one reported for EK (Technical limitations on 1A side) KUWAIT AIRWAYS (KU): The Airline has changed the system and the problem is that each time a booking is made on 1A and that modifications are done in the PNR, the KU system is not aware of the modifications: It seems that there is no link between 1A and KU. TTY messages will have to be verified. The problem has already been reported by the NMC Kuwait: PTR 1255815. I will chase this one and let you know the outcome.
  • 2. SMC 17/05/15 Page 2 of 3 COMMISSION PROBLEMS: PTR 1262244: The PTR needs to be investigated and the NMC would like to know why this problem happened and how it is possible. I will follow-up on that one and revert to the NMC with separate mail. DELTA AIR LINES (DL): A lot of PTRs related to Delta where closed as Dupe by the SMC agents. I explained that this is to avoid too many people working on the same issue through different PTRs. In all PTRs rejected as duplicate, the Master PTR reference is inserted. TECHNICAL PTRS HANDLING: PTR 1261218: The NMC has to check the PTR as it seems that the issue is solved. I suggested to the NMC to send the PTRs to MDBEUM directly as soon as it concerns Terminals, Printers and Definitions Orders (Line Orders have to be transferred to OTHDMUC). Any other Technical issues (Comms error, link down.) Hill still have to be sent to MFHD. ITA: PTR 1243108The NMC does not succeed in getting official documents from the Airline for the ITA requests. I will check with the Airline Account Manager if we can get these documents. Mail has been sent to GF to have the official approval. GARUDA INDONESIA (GA): PTR1260066: Garuda is not updating its flight properly in the 1A system. Some flights are not operational in GA system whereas we have availability in 1A. Once notified, GA update the availability. But the NMC would like the information provided by 1A as much reliable as possible I will check with the Airline Account Manager to see if something can be done with GA to improve the 1A displays. 2. Feeling about 2 nd Level Help Desk There is no particular issues with the Help Desk. Adnan and Razi complained about the Low response in PTR resolution. I explained that we were suffering about our overflow which is now better since a week. We have modified the way we work in order to avoid such overflow. Recap on SLAs: PTR acknowledgment: Sev1 PTRs: 100% within 2 mns Sev2 PTRs: 100% within 15 mns Sev3-4 PTRs: 90% within 2 working days 3. General Information The NMC Saudi Arabia is now 100% Owned by Amadeus. Due to this new situation, the travel agent are asking for much from the NMC in term of problem solving.
  • 3. SMC 17/05/15 Page 3 of 3 Action item Action Item Rsp Open Due S 1. Rsp: initial of responsible person Open: date when action item was opened Due: date when action item is to be completed Status: A=Assigned, W=Waiting, C=Closed to be removed next time, O=Open, not yet assigned.