Customer Service related FAQs

Question 1: Do you have 24/7 support?

Answer: Yes, we provide 24/7 service for ticketing and post-ticketing issues.

Question 2: How will the customer report incidents for issues detected by a customer?

Answer: Atlas' ATRIP (Air Travel Retailing & Information Platform) can be used to report any product or technical issues using the Service Request (SR). Depending on the nature of the issue, the dedicated team will address it. Escalations can be raised directly to the account manager.

Question 3: Business hours that Atlas will be able to support its customers. Please specify days and hours and time zone.

Answer: We have operations teams providing support 24 hours a day, 365 days a year (366 days during leap year).

Question 4: Will after-hours support be available?

Answer: Yes, we provide 24/7 support, 365 days a year (366 during leap years).

Question 5: Does Atlas have an incident escalation procedure if an incident needs to be escalated due to a lack of progress in its resolution?

Answer: Yes, in the rare instance where escalation is required, please email [e-mail].

Question 6: Is Atlas able to provide a post-mortem report for incidents relating to Severity 1 and Severity 2 reported incidents?

Answer: Yes. Our Product/Tech team will respond with the details of the issue upon request.

Question 7: How to access Customer Service for Atlas?

Answer: Raise a service request via ATRIP. Our operations team representative will process the request and reply with the details.

Question 8: How long does it take to issue tickets?

Answer: Atlas provides auto-ticketing for all airlines and fare types. 95% of bookings are issued within 5 minutes, and more than 99% within 1 hour.

Question 9: How to find the email ID for "Manage My Booking"?

Answer: This information appears in the order details in both the API and Atrip Flight Deck.

• In the API, you can find it under the tag airlineBookings→mmbEmail.

• In Atrip Flight Deck, it's located under Manage Booking → MMB Login E-mail.

Question 10: How to find the credentials you create for a particular booking?

Answer: This information appears in the order details in both the API and Atrip Flight Deck.

• In the API, you can find it under the tag airlineBookings→extras.

• In Atrip Flight Deck, it's located under Manage Booking → Extra Info. Click the "View" button to see the details.

Question 11: How to find the confirmation number, apart from the airline PNR, for Japanese airlines such as HD and 7G?

Answer: This information appears in the order details in both the API and Atrip Flight Deck.

• In the API, you can find it under the tag airlineBookings→extras.

• In Atrip Flight Deck, it's located under Manage Booking → Extra Info. Click the "View" button to see the details.

Question 12: How can I get schedule change notifications?

Answer:

• Airline Notifications: Airlines send schedule change notification emails to the contact email address. Regularly check the contact email inbox.

• Atlas Notifications:

  • If you use Atlas Email Service, Atlas will send schedule change notifications via webhook when we receive the airline's schedule change email.

  • These notifications are also visible in the Incident Management section of Atrip Flight Deck under the category Schedule Change—Email Notification.

• Monitoring Notifications: Atlas monitors flight status before departure. If we detect a schedule change during monitoring:

  • An API notification is sent via webhook.

  • These notifications are visible in the Incident Management section of Atrip Flight Deck under the category Schedule Change—API Notification.

Question 13: How can I identify if this PNR has a schedule change?

Answer:

• Airline Notifications: Airlines send schedule change notification emails to the contact email ID. Check the contact email inbox.

• Atlas Email Service: If using Atlas Email Service, view emails received by the order contact in the Email List tab of the order details.

• Airline Website: Log into the airline's official website Manage My Booking (MMB) to check for schedule changes.

  • If a schedule change is displayed, it confirms the change has occurred.

  • If no change is shown, check the Flight Status section for flights departing soon.

• Flight Status:

  • If the flight shows as canceled or the departure time has changed, this indicates a schedule change.

  • If the flight status is normal and the departure time remains unchanged, no schedule change has occurred.

• Contact the Airline: If you are still unsure, contact the airline's customer service center or live chat for confirmation.

Question 14: Does Atlas have Post Ticketing Services?

Answer: Atlas API supports the post-ticketing process. The API allows for post-ticketing functions such as purchasing ancillary services, cancellation requests, and processing refunds. Please refer to the API Reference section for further information (link). You can also reach out to our API support team or the Customer Service Centre to investigate any post-ticketing queries.

Question 15: What is the L2B given to the customer?

Answer: Atlas recognizes the need for a high L2B ratio for our customers. Atlas has a very generous L2B ratio, which can vary from customer to customer. Your Business Development Director will provide you with further details.

Question 16: Do we have any options/mechanism to get notified if there is a schedule change for any of the PNRs?

Answer: The airline will send an email or SMS to the email ID or mobile number provided by the customer. Atlas also offers a webhook as a supplementary option, which, if configured, will push the schedule change information to our customers.

Question 17: Are changes/cancellations/refunds done in an automated manner? If not, do you have an SLA for manual support?

Answer: We have an automated process for cancellations and refunds. We are working on automating more post-ticketing services. Please contact your Business Development Director for Atlas SLA details, if required.

Question 18: Can we VOID the tickets after issuance?

Answer: Atlas does not currently support the voiding of tickets. This feature is under development and will be available soon. In the meantime, you may directly approach the airline if the ticket is to be voided.

Question 19: Will Atlas provide a tax refund?

Answer: Yes, if the airline accepts tax refunds after a no-show. Note that a transaction fee will apply for the tax refund.

Question 20: Is the refund processed to the original form of payment?

Answer: Yes. The refund will be sent by the airline to the original form of payment. If the payment was made via VCC, the airline will credit the VCC of the customer, and the customer will need to check the VCC statement. For payments made via deposit, Atlas will receive the refund and credit the customer's deposit account.

Question 21: How much fee does Atlas charge in exchange for its API?

Answer: Fees are determined by the contract signed with Atlas. If you fill out the contact form, we can connect you with a local Atlas representative who can explain our pricing model in your country. Pricing may vary due to differences in currencies and regional regulations.

Question 22: When there is a schedule change, will an ancillary from the original flight be transferred to the new flight?

Answer: It depends on the ancillary. For baggage, the answer is "yes." However, seats would need to be rebooked according to the airline's policy.

Question 23: After the schedule change, when the customer retrieves the PNR using the queryPNRDetails API, will the changed information be available?

Answer: At the moment, only the original flight information is shown, not the updated flight information. We welcome your feedback on whether you would prefer the queryPNRDetails API to display the original or the changed information.

Question 24: Can you create specific cache data for clients' fare data?

Answer: Currently, we maintain a general cache pool, but we also have the capability to deploy client-specific caches based on the client's account. Please contact your Business Development Director for further details.

Question 25: What is a "booking exception queue"?

Answer: Sometimes, the auto-ticketing process is delayed or fails. In such cases, further investigation is required to fulfill the order. Such orders are added to the "booking exception queue" from where our operations team investigates and works towards fulfilling them.

Question 26: When does the booking get added to the exception queue?

Answer: The booking will be added to the exception queue due to the below 2 reasons: The auto-ticketing fails. The auto-cancellation is "off".

Question 27: How are bookings auto cancelled?

Answer: We have a configuration whereby we can auto-cancel the bookings after a certain period of time as per the customer workflow. As a default, the bookings will be added to the booking exception queue. Please contact your implementation manager or your account manager if you want the bookings to be auto cancelled after a certain period.