Order Contacts & Communications
The following section explains the different types of contact information that can be passed to NDC Orders, and how and when that information is used to communicate with the Passengers and/or Seller/Travel Agent.
Contact Information
Contact Information is used to communicate operational information to Passengers and Sellers/Travel Agents. Iberia does not use this contact information for commercial/marketing purposes.
Passenger Contact
We require that at least one passenger has an email and a telephone number associated.
Infants cannot have any contact information associated as they are associated to an adult, and if sent it will be ignored.
Any changes resulting in a split will require that the resulting Orders also have at least an email and a telephone number associated to one of the passengers in each resulting Order.
<ContactInformation ContactID="ADULT_01_CONTACT">
<ContactType/>
<ContactProvided>
<EmailAddress>
<EmailAddressValue>foo@bar.com</EmailAddressValue>
</EmailAddress>
</ContactProvided>
<ContactProvided>
<Phone>
<Label>Passenger</Label>
<CountryDialingCode>+34</CountryDialingCode>
<PhoneNumber>666554433</PhoneNumber>
</Phone>
</ContactProvided>
</ContactInformation>If more than one email or telephone is sent for the same passenger then only the first one is used and saved by us.
Refused (17.2v2 ONLY)
As per the IATA PAC Resolution 830d, part of which is quoted below, IATA accredited travel agents have the ability to comunicate that the passenger refuses to share their contact details with the airline. All other Sellers/Travel Agents must provide passenger contact information. For this purpose, as of our 17.2v2 (Branded Fares) API version, IATA travel agents are able to comunicate the passengers refusal to provide contact data.
IATA PAC Resolution 830d, paragraph 4 states:
“To be able to advise passengers of irregular flight operations and disruptions Members and BSP Airlines need to have sufficient contact details available to proactively contact the passengers. Consequently, at or before the time of ticketing, the Agent must actively ask each passenger whether they wish to have their contact details (mobile number and/or email) provided to airlines participating in the itinerary for the purposes of contact in an operational disruption. The Agent must ensure that the Passenger’s consent is obtained in compliance with any data protection directives or regulations. Where the passenger wishes to have their contact details provided to airlines participating in the itinerary, the Agent must enter it in the Passenger Name Record (PNR), while maintaining compliance with all applicable data protection directives and regulations. Contact details must be entered in the PNR in compliance with the Resolutions governing reservations procedures. Members and BSP Airlines shall use these contact details exclusively for the purpose of operational notifications, e.g. flight cancellation, schedule change, etc. and shall not use the contact details for sales & marketing purposes.”
Passenger Emergency Contact
This information is optional, however it is highly recommended that this information should be provided when possible.
If the “Emergency” label is used in “ContactInformation / ContactProvided / Phone / Label” then the “ContactInformation / ContactProvided / Phone / PhoneNumber” and the “ContactInformation / Individual / Surname” are mandatory.
<Phone>
<Label>Emergency</Label>
<CountryDialingCode>+34</CountryDialingCode>
<PhoneNumber>666554433</PhoneNumber>
</Phone>Payer Contact
Contact details of the person paying for the Order are mandatory if the form of payment is Credit Card or Voucher.
The contact details can be either explicitly stated in “ContactInformation / Individual / Surname” and “ContactInformation / Individual / GivenName” or, if the payer is one of the passengers they can simply be referenced using the “ContactInformation / IndividualRef”
<ContactInformation ContactID="Payer">
<ContactType>Payer</ContactType>
<ContactProvided>
<EmailAddress>
<EmailAddressValue>foo@foobar.com</EmailAddressValue>
</EmailAddress>
</ContactProvided>
<IndividualRef>IND_ADULT_01</IndividualRef>
</ContactInformation>Voucher
A contact element, specific for the voucher must be sent with the email to which the voucher was issued. This is mandatory to pay with a voucher.
Travel Agent / Seller Contact
The agency name is taken from the table of registered Sellers given to us at registration time.
Contact/Email or Contact/PhoneContact elements should be communicated to us together with the name of the person handling the booking.
IMPORTANT NOTE - the different types of contact, i.e. email, phone, etc.. should all be in the same
<Contact ContactType="itin_and_price">…..</Contact>element.
Communications
The following covers communications sent from Iberia to Sellers/Travel Agents and Passengers throughout the life of the Order.
Order Confirmations
Presently when bookings are first created, held bookings are paid for, and when changes are made to existing bookings, in addition to the OrderView message returned in the API, emails are generated with details of the bookings.
The following information may be included in the emails:
Passenger - Names, IberiaPlus Number, Ticket/EMD numbers
Itinerary - Flight number, departure details, arrival details, cabin, seat if assigned
Baggage allowance, both hand and hold.
Basic conditions covering Changes and Refunds
Prices of the flights and any purchased ancillary services
Any ancillary services purchased, such as Seats or Bags
The default is that an e-mail is generated to both the Seller/Travel Agency and the Passenger.
In our 17.2 API, Senders/Travel Agents are able to control to whom emails are sent and what information is included in the email by the use of ContactType attribute of the contacts defined. The following table explains the different case scenarios.
Communication Control
This control functionality is ONLY available in our 17.2 API.
Case # | Seller Contact* | Passengers Contact* | Send to Seller email | Send to Passenger email | ||
Public | FaresPrivate | FareDescription | ||||
1 | No email provided |
| NO | Complete | Itinerary Only | Sends email to Passengers with everything for Public Fares, and only sends itinerary when Private Fares |
2 | No email provided |
| NO | Complete | Itinerary Only | Sends email to Passengers with everything (except Private Fares). A warning is returned to the Seller advising as an email must be sent to someone. |
3 | No email provided |
| NO | Complete | Complete | Sends email to Passengers with everything including Private Fares |
4 | No email provided |
| NO | Complete | Itinerary Only | Sends email to Passengers with everything (except Private Fares). A warning is returned to the Seller advising as an email must be sent to someone. |
5 |
|
| Complete | Complete | Itinerary Only | Sends email to both Passengers and the Seller with everything (except Private Fares which are only included in email to the Seller). |
6 |
|
| Complete | Itinerary Only | Itinerary Only | Sends email to the Seller with everything and to the Passengers only with itinerary. |
7 |
|
| Complete | Complete | Complete | Sends email to Passengers with everything including Private Fares |
8 |
|
| Complete | NO | NO | Sends email to the Seller with everything and nothing to the Passengers. |
9 |
|
| Itinerary Only | Complete | Itinerary Only | Sends email to the Seller only with itinerary, and to Passengers with everything (except Private Fares). |
10 |
|
| Itinerary Only | Itinerary Only | Itinerary Only | Sends email to both the Seller and Passengers only with itinerary. |
11 |
|
| Itinerary Only | Complete | Complete | Sends email to the Seller only with itinerary, and email to Passengers with everything including Private Fares |
12 |
|
| Itinerary Only | NO | NO | Sends email to the Seller only with itinerary and nothing to the Passengers. |
13 |
|
| Complete | Complete | Itinerary Only | Sends email to both Passengers and the Seller with everything (except Private Fares which are only included in email to the Seller). |
14 |
|
| Complete | Itinerary Only | Itinerary Only | Sends email to the Seller with everything and to the Passengers only with itinerary. |
15 |
|
| Complete | Complete | Complete | Sends email to both Passengers and the Seller with everything including Private Fares |
16 |
|
| Complete | NO | NO | Sends email to the Seller with everything and nothing to the Passengers. |
Note:
The Sellers email, sent in the "Participants / Participant / TravelAgencyParticipant / Contacts / Contact / EmailContact / Address".
The Passengers email, sent in the "ContactInformation / ContactProvided / EmailAddress / EmailAddressValue" and referenced to the Passenger(s).
Examples for OrderCreate
Travel Agency email (Valid ContactType are: itin_only; itin_and_price; or leave it blank/null)
Passenger email (Valid ContactType are: itin_only; itin_and_price; not_send_mail, or leave it blank/null)
OrderViewRS
The information is stored in the Order and returned in all subsequent OrderViewRS messages.
Involuntary Changes
Whenever an involuntary change occurs, such as a schedule change of a flight, notification is sent out.
Today this notification is done using email and through OrderChangeNotif. For further information, please visit this page.
For the purpose of notifying Involuntary Changes, we use two elements sent to us in the OrderCreate message
The Travel Agent’s email whether they are the Sender or the Participant (in the Corporate scenareio) sent in:
“Sender / TraveAgentSender / Contacts / Contact / EmailContact / Address ….or…
"Participants / Participant / TravelAgencyParticipant / Contacts / Contact / EmailContact / Address"
The Passengers email, sent in the "ContactInformation / ContactProvided / EmailAddress / EmailAddressValue" and referenced to the Passenger(s)
If both are present then emails are sent to both.
