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Special Service Request (SSR)

SSR’s is a legacy concept used to request special services for passengers on flights. Initially this service was created for, and is still used for, the requesting of free services, such as Wheelchairs, Special Dietary Meals, services for Passengers with Reduced Mobility, etc

Some SSR are inventory controlled due to operational reasons, and therefore can be rejected due to capacity restraints.

Some services are not accepted by our code-share partners, and therefore may be rejected.

Note: The inclusion of SSRs can only be done in the initial creation of the Order and not added later in a Servicing flow.

The following are the SSRs that can be requested through our NDC channel.These services must be requested in the OfferPrice service and subsequently booked in OrderCreate. They cannot be added to a previously created Order in a servicing flow.

Booking Special Services

The Special Services can be booked and held in unpaid (on hold) Orders to be paid with the flights in the servicing flow.

The bellow file contains a full end to end flow example.

View file
nameSpecial Services Onhold.zip

SSR Code Table

SSR Code

Purpose

BLND

Blind Passenger

DEAF

Deaf Passenger

DPNA

Disabled Passenger, with intellectual or developmental disability needing assistance (specify details)

WCHR

Wheelchair for passengers who can ascend/descend steps, and are able to make own way to/from cabin seat, but require wheelchair for distances. 

WCHS

Passenger cannot ascend/descend steps, but is able to make own way to/from cabin seat; requires wheelchair for distances and must be carried up/down steps. 

The code “DISA” “DISA” can be included in the request, and this will return all the Special Services for disabilities that we offer in the response.

...

 

ServiceListRQ Message

The applicable SSR Codes, that you can include as and when required, are taken from the table above.

To request an SSR it should be included in the OfferPriceRQ ServiceListRQ message as a Qualifier:

Code Block
languagexml
<Qualifier>
  	<SpecialNeedQualifiers>
    		<Code>BLND</Code>
  	</SpecialNeedQualifiers>
</Qualifier>

The code “DISA” can be included in the request, and this will return all the Special Services for disabilities that we offer in the response.

...

OfferPriceRS Message

The Special Service is returned in the OfferPriceRS as an ALaCarteOfferItem with zero price for those services given free of charge.

...

languagexml

...

Note: Formerly, the only way to request SSRs was through OfferPriceRQ message, which is still possible to maintain backward compatibility. However, we recommend that from now on the ServiceList is used.

It should be noted that if SSRs are requested in both the OfferPriceRQ and the ServiceListRQ, then an error will be returned (please, see an example of this scenario in our Special Services Error Messages page).

 

ServiceListRS Message

ALaCarteOfferItem

The Special Services are returned in the ServiceListRS as ALaCarteOfferItems, for the passengers and flight segments for which they can be requested. This does not mean that the service is necessarily available, and is subject to confirmation at time of booking.

The Special Services can be booked and held in unpaid (on hold) Orders to be paid with the flights in the servicing flow.

Code Block
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
	<soap:Body>
		<ServiceListRS Version="5.000" PrimaryLangID="es" xmlns:ns2="http://www.iberia.com/IATA/NDC/SecurePayment/2017.2" xmlns="http://www.iata.org/IATA/EDIST/2017.2">
			<Document>
				<ReferenceVersion>5.000</ReferenceVersion>
			</Document>
			<Success/>
			<ShoppingResponseID>
				<ResponseID>Qm9va2luZ0BHVy0xNjk1NjUyMTg3MjcwLTRSWERW</ResponseID>
			</ShoppingResponseID>
			<ALaCarteOffer OfferID="ALACARTE_SSR_IBef14deece1b743bab80c8bff759339c3IB48ed39bdf2204eb19f485e1357abe0a3" Owner="IB">
			<OfferExpirationDateTime>2023	<OfferExpirationDateTime>2024-0203-20T1506T14:3405:0142.654Z<327Z</OfferExpirationDateTime>
                <TimeLimits>
                   <Payment DateTime="2024-03-24T22:59:00.000Z"/>
                </TimeLimits>
				<ALaCarteOfferItem OfferItemID="IBb5fce81aa5b548f79086259d216c3181OCALACARTE_SSR_IB48ed39bdf2204eb19f485e1357abe0a3_BLND">
					<Eligibility>
						<PassengerRefs>ADULT_01 ADULT_02 ADULT_03 ADULT_04<02</PassengerRefs>
						<SegmentRefs>IB343620230911<<SegmentRefs>IB042620240108 IB042520240128</SegmentRefs>
					</Eligibility>
					<UnitPriceDetail>
						<TotalAmount>
							<SimpleCurrencyPrice Code="EUR">0.00</SimpleCurrencyPrice>
						</TotalAmount>
						<BaseAmount Code="EUR">0.00</BaseAmount>
						<Taxes>
							<Total Code="EUR">0.00</Total>
						</Taxes>
					</UnitPriceDetail>
					<Service ServiceID="SSR_SNBLND_c266f83bd0730723-195cab16-4af4405a-a5f98c44-7f28fb18d1116adbd32a0efc">
						<ServiceDefinitionRef>SPECIAL_NEED-BLND</ServiceDefinitionRef>
					</Service>
				</ALaCarteOfferItem>
			</ALaCarteOffer>
</OtherOffers>

And the ALaCarteOfferItem is related to the ServiceDefinition containing the details of the Special Service requested.

Code Block
languagexml
ServiceDefinitionList
ContainsServiceDefinition with additional information describing each of the specific ALaCarteOfferItem, to which they are linked using the ServiceDefinitionRef in the ALaCarteOfferItem.
The BookingInstructions are used by certain system providers for legacy reasons.
MaximumQuantity is the amount services permitted for each passenger per flight.
 Code Block
<ServiceDefinitionList>
	<ServiceDefinition ServiceDefinitionID="SPECIAL_NEED-BLND">
		<Name>Pasajero<Name>Blind ciego<Passenger</Name>
		<Descriptions>
			<Description>
				<Text>Solicite<Text>Request servicioService deAnimal animalesif sitravelling viajawith con uno<one</Text>
			</Description>
		</Descriptions>
		<BookingInstructions>
			<SSRCode>BLND</SSRCode>
		<	<Method>SSR</BookingInstructions>Method>
		</ServiceDefinition>
<...>
            </ServiceDefinitionList>
</DataLists>
...
OrderCreate Message
In the OrderCreateRQ the Offer:
 Code Block
languagexml
<Query>
	<Order>
<...>
    BookingInstructions>
		<Detail>
			<ServiceItemQuantityRules>
				<MaximumQuantity>1</MaximumQuantity>
			</ServiceItemQuantityRules>
		</Detail>
	</ServiceDefinition>
</ServiceDefinitionList>
 
OrderCreateRQ Message
The OfferID for each is ALaCarteOfferItem is included in an Offer in the OrderCreateRQ to book the service.
 Code Block
<Order>
	<Offer OfferID="IB01db6efac4044bd7b6d65113a60b5281OC" Owner="IB" ResponseID="Qm9va2luZ0BHVy0xNjk1NjUyMTg3MjcwLTRSWERW">
		<OfferItem OfferItemID="IB01db6efac4044bd7b6d65113a60b5281OC_01">
			<PassengerRefs>ADULT_01 ADULT_02</PassengerRefs>
		</OfferItem>
		<OfferItem OfferItemID="IB01db6efac4044bd7b6d65113a60b5281OC_02">
			<PassengerRefs>INFANT_01</PassengerRefs>
		</OfferItem>
	</Offer>
	<Offer OfferID="ALACARTE_SSR_IBef14deece1b743bab80c8bff759339c3IB48ed39bdf2204eb19f485e1357abe0a3" Owner="IB" ResponseID="Qm9va2luZ0BHVy0xNjc2OTA1NDM5MjM3LWFpOUMzQm9va2luZ0BHVy0xNjk1NjUyMTg3MjcwLTRSWERW">
			<OfferItem OfferItemID="IBb5fce81aa5b548f79086259d216c3181OCALACARTE_SSR_IB48ed39bdf2204eb19f485e1357abe0a3_BLND">
				<PassengerRefs>ADULT_01<01 ADULT_02</PassengerRefs>
				<ServiceSelection ServiceID="SSR_SNBLND_c266f83bd0730723-195cab16-4af4405a-a5f98c44-7f28fb18d1116adbd32a0efc">
					<ServiceDefinitionID>SPECIAL_NEED-BLND</ServiceDefinitionID>
				</ServiceSelection>
			</OfferItem>
		</Offer>

together with the ServiceDefinition in the same way as it is returned in the OfferPriceRS.
 Code Block
languagexml
<DataLists>
<...>
  <ServiceDefinitionList>
    </Order>
The ServiceSelection is mandatory for Special Service Request in the OrderCreateRQ.
Also the ServiceDefinition is mandatory for Special Service Request in the OrderCreateRQ. Additional information in the Description / Text is optional, except for DPNA, which is mandatory.
The correct SSRCode must be included, otherwise the NDC_DIST_2164 error will be returned.
Example without mandatory ServiceSelection and error message:
 Code Block
languagexml
<Offer OfferID="ALACARTE_SSR_IBe77ae231cf2040c184b96b814561bf26" Owner="IB"
            ResponseID="Qm9va2luZ0BHVy0xNzI4NDc0NjEzMTM5LWU2Qzls">
  <OfferItem OfferItemID="IB4f4689ba25af417a96cfb5053dfa2e12OC_BLND">
      <PassengerRefs>ADULT_01</PassengerRefs>
  </OfferItem>
</Offer>
-------------------------------------------------------------------------
<ServiceDefinitionList>
  <ServiceDefinition ServiceDefinitionID="SPECIAL_NEED-BLND">
      <Name>Blind Passenger</Name>
      <Descriptions>
        <Description refs="ADULT_01">
            <Text>Request Service Animal if travelling with one</Text>
        </Description>
      </Descriptions>
      <BookingInstructions>
        <SSRCode>BLND</SSRCode>
      </BookingInstructions>
  </ServiceDefinition>
</ServiceDefinitionList>
 Code Block
languagexml
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
   <soap:Body>
      <soap:Fault>
         <faultcode>soap:Server</faultcode>
         <faultstring>UNEXPECTED_TECHNICAL_EXCEPTION</faultstring>
         <detail>
            <code>FRAM_B0006</code>
         </detail>
      </soap:Fault>
   </soap:Body>
</soap:Envelope>
Example with optional additional information:
 Code Block
languagexml
<ServiceDefinitionList>
	<ServiceDefinition ServiceDefinitionID="SPECIAL_NEED-BLND">
		<Name>Blind Passenger</Name>
		<Descriptions>
			<Description refs="ADULT_01 ADULT_02">
				<Text>Please supply security instructions in braile</Text>
			</Description>
		</Descriptions>
		<BookingInstructions>
			<SSRCode>BLND</SSRCode>
		</BookingInstructions>
	</ServiceDefinition>
</ServiceDefinitionList>
 Example without optional additional information:
 Code Block
languagexml
<ServiceDefinitionList>
  <ServiceDefinition ServiceDefinitionID="SPECIAL_NEED-BLND">
      <Name>Blind Passenger</Name>
      <Descriptions>
        <Description refs="ADULT_01"/>
      </Descriptions>
      <BookingInstructions>
        <SSRCode>BLND</SSRCode>
      </BookingInstructions>
  </ServiceDefinition>
  <ServiceDefinition ServiceDefinitionID="SPECIAL_NEED-WCHR">
      <Name>Wheelchair for Ramps</Name>
      <Descriptions>
        <Description refs="ADULT_02"/>
      </Descriptions>
      <BookingInstructions>
        <SSRCode>WCHR</SSRCode>
      </BookingInstructions>
  </ServiceDefinition>
  <ServiceDefinition ServiceDefinitionID="SPECIAL_NEED-WCHS">
      <Name>Weelchair for Steps</Name>
      <Descriptions>
        <Description refs="ADULT_03"/>
      </Descriptions>
      <BookingInstructions>
        <SSRCode>WCHS</SSRCode>
      </BookingInstructions>
  </ServiceDefinition>
  <ServiceDefinition ServiceDefinitionID="SPECIAL_NEED-DEAF">
      <Name>Deaf Passenger</Name>
      <Descriptions>
        <Description refs="ADULT_04"/>
      </Descriptions>
      <BookingInstructions>
        <SSRCode>DEAF</SSRCode>
      </BookingInstructions>
  </ServiceDefinition>
</ServiceDefinitionList>
 DPNA example with mandatory Description / Text
 Code Block
languagexml
<ServiceDefinitionList>
  <ServiceDefinition ServiceDefinitionID="SPECIAL_NEED-DPNA">
      <Name>Pasajero<Name>Disabled ciego<Passenger</Name>
      <Descriptions>
        <Description refs="ADULT_01">
            <Text>Disabled Passenger,  <Text>Solicite servicio de animales si viaja con uno<with intellectual or developmental disability needing assistance. If you need any type of help, you must request it from the airport manager.</Text>
        </Description>
      </Descriptions>
      <BookingInstructions>
        <SSRCode>BLND</SSRCode><SSRCode>DPNA</SSRCode>
      </BookingInstructions>
  </ServiceDefinition>
</ServiceDefinitionList>
DPNA example without mandatory Description / Text and error message:
 Code Block
languagexml
<ServiceDefinitionList>
    <ServiceDefinition ServiceDefinitionID="SPECIAL_NEED-DPNA">
        <Name>Disabled Passenger</Name>
        <Descriptions>
          <Description refs="ADULT_01"/>
        </Descriptions>
        <BookingInstructions>
          <SSRCode>DPNA</SSRCode>
        </BookingInstructions>
    </ServiceDefinition>
</ServiceDefinitionList>
 Code Block
languagexml
<OrderViewRS xmlns:tag0="http://www.iata.org/IATA/EDIST/2017.2" Version="5.000">
    <Document>
      <ReferenceVersion>5.000</ReferenceVersion>
    </Document>
    <Errors>
      <Error ShortText="SSE_ORM_9138" Code="486">Missing information for the </ServiceDefinitionList>service of disabled passenger.</Error>
    </Errors>
</DataLists>OrderViewRS>
 
OrderView 
OrderViewRS Message
The service will then be returned in the OrderViewRS as an OrderItem with with zero price for those services that are offered free of charge .and without any EMD:
language
 Code Block
xml
<OrderItems>
	<OrderItem OrderItemID="IBb5fce81aa5b548f79086259d216c3181OCIB01db6efac4044bd7b6d65113a60b5281OC_1104">
		<PriceDetail>
			<TotalAmount>
				<SimpleCurrencyPrice Code="EUR">0.00</SimpleCurrencyPrice>
			</TotalAmount>
			<BaseAmount Code="EUR">0.00</BaseAmount>
			<Taxes>
				<Total Code="EUR">0.00</Total>
			</Taxes>
		</PriceDetail>
		<Service ServiceID="SPECIAL_NEED_IB343620230911IB042520240128_0102" ServiceStatus="HK">
			<PassengerRef>ADULT_01</PassengerRef>
			<ServiceDefinitionRef SegmentRef="IB343620230911IB042520240128">SPECIAL_NEED-BLND</ServiceDefinitionRef>
		</Service>
	</OrderItem>
</OrderItems>
And the OrderItem is linked to the ServiceDefinition where the service is described.
 Code Block
languagexml
<DataLists><TimeLimits>
              <...<Payment DateTime="2024-03-24T22:59:00.000Z"/>
    </TimeLimits>
			<Service ServiceID="SPECIAL_NEED_IB042620240108_01" ServiceStatus="HK">
		<PassengerRef>ADULT_01</PassengerRef>
		<ServiceDefinitionRef SegmentRef="IB042620240108">SPECIAL_NEED-BLND</ServiceDefinitionRef>
	</Service>
	<TimeLimits>
  <ServiceDefinitionList>               <...<Payment DateTime="2024-03-24T22:59:00.000Z"/>
    </TimeLimits>
             </OrderItem>
And the OrderItem is linked to the ServiceDefinition where the service is again described:
 Code Block
<ServiceDefinitionList>
	<ServiceDefinition ServiceDefinitionID="SPECIAL_NEED-BLND">
			<Name>Blind Passenger</Name>
			<Descriptions>
				<Description>
					<Text>Request<Text>Please Servicesupply Animalsecurity ifinstructions travellingin with one<braile</Text>
				</Description>
				<Description refs="ADULT_01">
					<Text>Solicite servicio de animales si viaja con uno</Text>
	<Text>Please supply security instructions in braile</Text>
			</Description>
			<Description refs="ADULT_02">
				<Text>Please supply security instructions in braile</Text>
			</Description>
			</Descriptions>
			<BookingInstructions>
				<SSRCode>BLND</SSRCode>
			</BookingInstructions>
		</ServiceDefinition>
	</ServiceDefinitionList>
</DataLists>
Specifically, the SSRCode represents the special service request this example is making reference to. As shown in the table above, all codes have a 4-charcater length.
The ServiceDefinitionRef contains the code for blind passengers SPECIAL_NEED-BLND.
In the ServiceDefinitionList further details regarding the SSR can be found.
...
In the ServiceDefinitionList the additional information provided is reflected back to you, together with the BookingInstructions needed by legacy systems.
Any Special Services not available through NDC should be made requested through ServIberia at least 48 hours before the flight. 
IMPORTANT NOTE
Under no circumstances should the contents of any refs or ID’s be used to identify the type of service being offered/given. In the case of Ancillaries the RFIC and SubCode(RFISC) decoded against the ATPCo Optional Services Industry Sub Codes should be used, and in the case of Special Service Requests, the SSRCode should be used, decoded against the IATA Airimp or the above table, or you can simply use the <Name>.
Rejection
If the special service is not available, due to inventory limits then the OrderCreate will be rejected, indicating the unavailable flight, with the following error:
...
 
MediaList
Here is where we put URLs that can be used to link to additional information such as rich media and other useful information for the customer:
 Code Block
<MediaList>
	<Media ListKey="Legal-Information">
		<MediaLink>http://www.iberia.com/gb/legal-information/?language=en</MediaLink>
	</Media>
	<Media ListKey="Cabin-features">
		<MediaLink>https://www.iberia.com/es/a-new-concept-in-flying/</MediaLink>
	</Media>
	<Media ListKey="Media-Checked-Baggage">
		<MediaLink>https://www.iberia.com/IATAes/NDC/SecurePayment/2017.2">
         <Document>
            <ReferenceVersion>5.000</ReferenceVersion>
         </Document>
         <Errors>
            <Error ShortText="SSE_RES_1001" Code="486">Servicio WCHS (Wheelchair for Steps) no disponible para IB0438-MAD-BIO-17JAN24. Reserva no admitida.</Error>
         </Errors>
      </OrderViewRS>
   </soap:Body>
</soap:Envelope>luggage/allowance-in-hold/</MediaLink>
	</Media>
	<Media ListKey="Special-Needs">
		<MediaLink>https://www.iberia.com/es/fly-with-iberia/special-needs/</MediaLink>
	</Media>
</MediaList>
 
Examples of messages with complete flows can be downloaded from here.
...