1. When is the system migration taking place? On Sunday, 08 July

SINGAPORE AIRLINES RESERVATION & INVENTORY SYSTEM MIGRATION
FREQUENTLY ASKED QUESTIONS (FAQs)
*All timings indicated in this document are in Singapore local time, GMT +8
1. When is the system migration taking place?
On Sunday, 08 July 2012, from 0001 to 2200 hours, Singapore local time (GMT
+8), Singapore Airlines will be upgrading our reservation and inventory system to
the Amadeus Altéa suite.
2. Is there going to be a system outage?
Travel agents are expected to stop ticketing from 2330 hours on 07 July 2012.
Reservation services are expected to resume progressively from 2200 hours on
08 July 2012.
3. Will SQ migrate all existing bookings and electronic tickets during the
system migration?
All bookings and electronic tickets within SQ’s database will be migrated to Altea.
New record locators with a 1A prefix will be sent to the GDSs, and are expected
to complete by 2300 hours on 08 July 2012 onwards.
4. Can I perform Advance Seat Request (ASR) service during the system
migration?
During the system outage, ASR will not be available since no seat map can be
displayed.
ASR for flights departing on 08 July 2012 will only be available up to 06 July
2012.
5. Is generic seat request inhibited after the system migration?
After the cutover, travel agents can start performing generic seat request. Altea
system will respond back with a specific seat, subject to quota rules.
6. Can I continue to create bookings during the system migration?
Reservation services may continue during the entire duration of the system
migration, except that bookings created during the system outage will be placed
on “Pending” status. Such bookings will be queued and duly processed after the
migration is completed.
7. What is the group handling procedure during the system migration?
Travel agents should only request for group bookings after the system migration
is completed.
8. What is the impact to ticketing services during the system migration?
All refund and re-issuance of SQ-618 tickets will not be allowed from 1800 hours
on 07 July 2012.
All other ticketing services (new issuance, void and revalidation) will be
unavailable from 2330 hours, 07 July 2012 to 2200 hours, 08 July 2012.
9. What happens if a ticketing time limit (TTL) is set to the day of system
migration?
Travel agents are advised to complete all necessary ticketing by 2330 hours on
07 July 2012.
10. How do we know when the system migration is completed?
SQ will send a broadcast message in the GDS system to formally announce the
go-live timing.
11. What services are available to the passenger with a GDS ticketed
booking on Singaporeair.com during the system migration?
During the system migration, Singaporeair.com will not be available.
12. Will passengers get pre-flight departure reminders?
Passengers travelling on 08 July 2012 whose bookings include their mobile
contact numbers will be getting SMS alerts. It is important to ensure a valid email
account and/or mobile phone number is captured in all passengers' bookings so
that they will be provided updates on the migration event.
13. Is online check-in available during the system migration? Are there any
special check-in procedures at the airport during the system migration?
Check-in for SIA flights departing on 08 July 2012 will only be available at the
airport of departure. Internet, mobile, early and inter-airline through check-in
services will not be available.
Airport check-in will commence 3 hours before the scheduled time of departure.
We are expecting our flights to operate as scheduled.
Please provide passengers with a printed copy of their Electronic Ticket and
advise them to present this together with their travel documents when they turn
up for check-in at the airport
14. If a passenger is unable to cancel his/her flight during the system
migration, will there be a no-show charge?
No-show fee will NOT be applied, provided passengers inform Singapore Airlines
about the cancellation.
15. Will passive bookings be supported after the system migration?
Passive bookings will only be supported for ticketing of an existing active
booking. It is subjected to additional system checks as follows:
i. Whether a passive booking on the active booking is already present. Only 1
passive booking is allowed for each active booking.
ii. Full name match
iii. Full match for segment details, including selling class and flight dates
For travel agents using Amadeus GDS, passive bookings are not allowed. For
group bookings, Amadeus agents are recommended to use the Extended
Security (ES) functionality to do all necessary servicing.
Travel agents are strongly recommended to use the same GDS to ticket the
existing active booking. If the GDS has a PNR queuing functionality, travel agent
is encouraged to use the functionality instead of creating a passive segment
when the ticketing is to be done by another agent.
Passives should only be used as a last resort for ticketing an existing active
booking in another GDS.
16. Can I perform a name change request?
Travel agents are only allowed to change First Name for an un-ticketed booking.
17. Is there any change to the meals request by travel agents?
When arranging for special meals (SPMLs) requested by passengers, travel
agents are to take note of the following:
1. For IATA meals
The standard IATA codes should continue to be used to place meal
orders.
2. For SQ in-house meals
Bookings for SQ in-house special meals can only be processed when
requests are placed using the meal name. If SQ in-house codes are used,
an error message will be triggered informing that the meal name should be
used for placing of orders.
3. For Book the Cook (BTC) and Yummy! dishes
Bookings for BTC and Yummy! dishes can only be processed when
requests are placed indicating the applicable (i) uplift station, (ii) meal
service, and (ii) dish name. If either information is not provided, an error
message will be triggered informing that the meal cannot be ordered.
When making meal bookings for large group parties, travel agents are to ensure
that the IATA/SQ in-house meal requests for all the relevant passengers in the
PNR are first input, before placing individual BTC meal requests.
Please be advised that free-text entries for non-standard meal requests cannot
be accepted. Passengers who require assistance for such requests should
contact our Reservations office for clarification.
18. Are there other changes that I need to be aware of?
a. SQ has subscribed to an Altea product that will help to ensure that any
electronic ticket issued is synchronized with the PNR. There is a separate
product brief to explain this in detail.
b. TTL will be computed on a different set of revenue management rules
after the system migration. 2 main changes introduced after the system
migration:
i.
TTL will be segment-related, instead of PNR-related. The most
restrictive TTL of all eligible segments is the final TTL for the PNR.
ii. TTL rules are restructured to tighten the ticketing window. Please
be vigilant in monitoring the TTLs.
Example:
Before cutover:
1.TEST/TTL
2 SQ 941 I 29FEB 3 DPSSIN HK1
I 0915 1150
*1A/E*
/SQ /SG/C/I/CAB J/
/2/
/ / /
/
/Y
62/B
3/ /AY 105/EY 102/DPSSIN/I
3 SQ 948 Y 04MAR 7 SINDPS HK1
2 1845 2130
*1A/E*
/SQ /SG/C/I/CAB Y/
/2/
/ / /
/
/Y 322/B
3/ /AY 365/EY 362/SINDPS/Y
4 AP OK
5 FA PAX 618-2864017063/ETSQ/29FEB12/SINSQ0ERS/00773533
/S2
The calculation is at PNR level - as long as one segment is ticketed, TTL is removed.
For example, S2 is ticketed, there is no TTL for the PNR.
After cutover:
1.TEST/ATL
2 SQ 941 I 29FEB 3 DPSSIN HK1
I 0915 1150
*1A/E*
/SQ /SG/C/I/CAB J/
/2/
/ / /
/
/Y
62/B
3/ /AY 105/EY 102/DPSSIN/I
3 SQ 948 Y 04MAR 7 SINDPS HK1
2 1845 2130
*1A/E*
/SQ /SG/C/I/CAB Y/
/2/
/ / /
/
/Y 322/B
3/ /AY 365/EY 362/SINDPS/Y
4 AP OK
5 TK OK26FEB/SINSQ0599
6 FA PAX 618-2864017063/ETSQ/29FEB12/SINSQ0ERS/00773533
/S2
7 OPW SINSQ0599-29FEB:1900/1C7/SQ REQUIRES TICKET ON OR BEFORE
01MAR:1900/S3
8 OPC SINSQ0599-01MAR:1900/1C8/SQ CANCELLATION DUE TO NO
TICKET 1313994034588/ATL/26FEB-1032/S3
The calculation is at segment level - TTL is removed for the ticketed segments.
For example, TTL (OPC element) is set based on segment 3. The most restrictive TTL for the
eligible segments is the final TTL for the PNR.
c. Special Service Request (SSR) change(s)
Current Reservations System
SSR EXST, CBBG, STCR
SSR PETC SQ NN1 SEEING EYE
DOG
SSR INFT / BSCT:
SSR BSCT will auto-append to the
PNR whenever a SSR INFT is
requested.
SSR CHLD / CHML:
SSR CHML will auto-append to the
PNR whenever a SSR CHLD is
requested.
New Reservations System
Only applicable to SQ segment on SQ618 ticket. Not allowed for Interline
ticketing of SQ segment on another
airline’s ticket.
A detailed guide is provided for the
travel agents.
SSR PETC SQ NN1 SEEING
SSR INFT / BSCT:
Auto process will no longer be
applicable. Travel agent must request
for SSR BSCT separately.
SSR CHLD / CHML:
Auto process will no longer be
applicable. Travel agent must request
for SSR CHML separately.
19. If I experience a problem after the system migration, what is the
incident reporting process?
Travel agents should continue the current process of reporting the incident to
their local GDS helpdesk.