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Help Center

Hi. How can we help you?

Welcome to Atlas Help Center! Get assistance with common queries!

Frequently Asked Questions

How to find the email id for "Manage My Booking"?

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”.

How to find the credentials you create for the particular booking?

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”, please clikc the "View" button to see.

How to find the confirmation number except airline PNR for the Japanese airlines such as HD, 7G?

How can I get schedule change notification?

Airlines typically send schedule change notification emails to the contact email address. Please check the contact email inbox regularly.

If you use Atlas Email Service for your orders, Atlas will send you 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".

Additionally, Atlas monitors flight status before departure. If we detect a schedule change during this monitoring, we'll send an API notification via webhook. These notifications also appear in the incident management section of Atrip Flight Deck under the category "schedule change—API notification".

How can I identify if this PNR has got schedule change?

Airlines typically send schedule change notification emails to the contact email id. Please check the contact email inbox. If you are using Atlas Email Service, you can view emails received by the order contact in the Email List tab of the order details.

If no schedule change notification email was received in the contact inbox, you can log into the airline's official website Manage My Booking (MMB) to check. If a schedule change is displayed, this confirms the schedule change has occurred; if no schedule change is shown, you can try the following method.

For flights departing soon, you can check the flight status on the airline's official website “Flight Status” section. If the flight shows as cancelled or the departure time has changed, this indicates a schedule change has occurred; if the flight status is normal and the departure time remains unchanged, this means there is no schedule change.

If you are still unable to confirm the schedule change status through these methods, it is recommended to contact the airline's customer service center or live chat service.

View More FAQs →

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ATRIP

User Management

User Management

Accessing the User Management Configuration

The “User Management” information can be found in the “Profile” section of ATRIP.

ATRIP -> Profile -> User Management

User List

This list is used to display and manage customer’s user information.

We will display the following user information:

Contact Person: User’s first name.

Email: User's email address, which is also the user's login account.

User Role: User’s role name. Users with different roles see different menu information after logging in to ATRIP.

Status: User’s status Used to distinguish whether the user is an active user.

Last Modified: The time when the information was updated.

Date Created: The time when the user was created.

At the same time, this page also provides a filter to help customers quickly find the user data they want.

The list will contain two types of data, one is manually created by the customer, and the other is logged in through SSO. SSO users will be distinguished from ordinary users by tags next to their name.

Creating a User:

We have simplified the process of user creation. Now you only need to enter the first name, last name, email id and role information to complete the creation of a new user.

“E-mail address” will be used as the user's login account, and we will send a welcome email to the newly created user to guide them into ATRIP to create their password and activate their account.

The newly created user is "Active" by default.

Updating User Information:

We allow customers to manage and update their own user information.

We only allow modification of user's first name, user permissions(role) and status. SSO users are prohibited from modifying any user information.

Ticketing

Stop Ticket Issuance
Order Regeneration

Stop Ticket Issuance

A stop ticket issuance function has been released in API. This function can be triggered via ATRIP (already existing) as well as API.

API

Endpoint:

Request

Response

Success does not mean that the ticket issuance has been stopped successfully. It only means that the system will attempt to stop the ticket issuance.

The result of stopping ticket issuance needs to be obtained by querying the order status of Retrieve Booking (queryOrderDetails.do) after 8 minutes.

orderStatus: -3, means stop issuance successfully.

orderStatus: 2, means stop issuance failed, the order is issued.

The definition of the queryOrderDetails.do order status will be different when the request is sent after the "Stop Ticket Issuance" request.

ATRIP

On clicking the button, if the interception is successful, a pop-up box will be displayed to show "Operation successful". If the interception fails, a pop-up box will be displayed to show the reason for the failure.

Payments

Multi currency Account

What is a Multi-currency account?

We are providing a feature where customers can specify the desired settlement currency for each transaction. This innovative service offers several key benefits:

Before if customers need to transact in multiple currencies, they need to have multiple accounts opened with Atlas; 1 for each currency. Moreover, the same email id cannot be used in different accounts. This update is for 1 account which can handle multiple currencies. Multiple currency option now through a single API.
Flexibility and Control: Clients have the option to choose their preferred currency for each transaction based on market conditions, financial strategies.
Cost-effective Solution: Atlas provides bank accounts in different countries enabling quicker and more cost-effective payments.

Supported Currencies

The primary currencies you can choose as your settlement currencies: USD, EUR, GBP, SGD, CNH, CNY, CAD, CHF, NZD, HKD, NOK, DKK, CZK, PLN, AED, SEK, HUF.

Process:

Request the relevant bank information from Atlas.
Transfer funds to the account and upload documents in ATRIP.
Add the "currency" element to the search request with the required settlement currency.

ATRIP:

Account Top-up

ATRIP now allows customers to specify the currency for topping up during recharge and dynamically display the corresponding balance of the chosen currency when a new currency is switched. This provides an option in the recharge record to filter by the currency used for recharging.

In top-up history section, the customer can filter as per the settlement currency.

Transaction Records

A filter for currency has been added to the screen to help locate the transaction details more quickly.

Invoice Management

A filter for currency has been added to the invoice management screen to help locate the transaction details more quickly.

Invoice and Reconciliation Statements

Within the invoicing cycle, multiple invoices and bills for different currencies will be generated.

The transaction and the post-ticketing fees (in the contract) will be converted to the settlement currency in the invoice and reconciliation statements.

Settlement Currency: CNY

Settlement Currency: USD

Emails

Invoices and Statements

Invoice and statement emails are sent separately for each currency.

Insufficient Balance

When the account balance in a specific currency reaches the warning threshold, an email notification is sent to the customer.

API Update

Search Request

The "currency" element is the element which defines the settlement currency. By default, Atlas will use the customer's default contract currency as the settlement currency for quoting.

In the "Search" and the subsequent responses, the pricing as per the settlement currency will be provided in the "currency" element and the subsequent "price" element.

Transaction Fee Conversion

The transaction fee will be converted to the "settlement currency" as per the timestamp of the verify response as the verify response is the stage when the ticket price is quoted.

Atlas Hybrid Payment Solution

We understand the frustration you feel when a payment fails. That's why we are excited to introduce our Atlas Hybrid Payment Solution. An innovative system that allows you to use a different payment method when you need to retry a booking.

With the two payment methods we offer right now (deposit and vcc passthrough), In the event of a VCC Passthrough failure, clients have the option to utilize their deposit to retry the booking, ensuring a smoother and more reliable payment process. With Atlas Hybrid Payment Solution, we provide a seamless and hassle-free experience even in the face of payment challenges.

Here’s how you can use a different payment method to retry the failed VCC passthrough booking on ATRIP:

🛫 Step1: Log-in to the ATRIP Flight Deck, go to ‘Booking’ and locate the order number. Click “Regenerate” to recreate the new order and you will be able to view the new order details

🛫 Step 2: click “Pay”, order will be paid by deposit

Here’s how you can use a different payment method to retry the failed VCC passthrough booking Through API:

Scenario A : Atlas payment(pay.do) failed

Regardless of the reason for the failure, as long as the order was not successfully paid for, the customer can take the following actions:

Retry

Switch to Deposit Mode of Payment

Scenario B : Atlas payment(pay.do) failed

Cancel order → Regenerate order → Payment with deposit

If the payment cannot be processed due to an issue with the card, the system will automatically cancel the order and notify the customer of the cancellation reason via web-hooks, notification as follows:

The customer can then take the following actions:

Regenerate order(regenerateOrder.do):

Payment with deposit(pay.do):

Post-Ticketing

Refund
Flight Change
Post-Booking Ancillary Baggage
Service Request User Guide

Refund

How can I apply for a refund with Credit Shell?
How can I apply for a voluntary refund?
How can I apply for an involuntary refund?
How can I apply for an Illness Death refund via Atlas?
How can I use credit shell?
How long is the processing time for refunds?
How long is the refund application deadline?
How to check the actual refund amount?
How to check the refund quotation?
How to check the refund status?
How can I apply for a void?
How do I claim a refund through Atlas after completing the refund request with the airline?
What types of refunds does Atlas handle?
Guidelines for Filling Out IJ Airlines' "Special Refund Application Form"

How can I apply for a refund with Credit Shell?

Atlas currently only handles VJ credit shell refunds.

For VJ airline, you can submit a Service Request, select “Cancel & Refund & Credit Shell ->Refund with Credit Shell”, and describe the credit shell refund request. Atlas will arrange for staff to handle your request.

For other airlines, kindly reach out directly to the respective airlines to address credit shell refund matters. Thank you for your understanding.

How can I apply for an involuntary refund?

Involuntary refunds can be initiated via ATRIP.

Refund Path：

ATRIP -> Bookings -> My Bookings -> Booking Details ->Cancel & Refund

Refund Process：

1. Click the "Cancel & Refund" button.

2. Select the specific passengers you want to refund.

3. Select the refund type.

If you need Atlas to submit a void request to the airline on your behalf, please click “Atlas Refund”, Atlas will provide you with refund service.
If you or the passenger has submitted a refund request to the airline and has been confirmed by the airline, please click “Refund Claim” and Atlas will refund you immediately after receiving the refund from the airline.

Refund Claim does not apply to orders using the VCC Passthrough payment method (identifiable through the payment channel: virtual credit card in the order details). This is because when clients use their own credit card for payment, the information exchange only occurs between the client and the airline, and Atlas is unable to determine the actual refund amount received.

Submit the refund application.

1）Atlas Refund:

Atlas provides two ways of refund, in cash and in vouchers (specifically subject to airline policies). After choosing "Involuntary Refund", follow the on-screen instructions to complete the process and confirm the submission of the application.

Cash refund page:

If Atlas has detected a flight change, there is no need to upload proof. If Atlas has not detected a flight change, proof will be required.

Voucher refund page:

2）Refund Claim:

According to the page instructions, select "Involuntary Refund", fill in the airline fulfillment date, upload the proof of airline confirmation of fulfillment, then click the "confirm" button to submit the refund application.

After successful submission, Atlas will receive and process your ticket refund request. Additionally, your application record will be displayed on the "Refund Info" and "Cancel & Refund" pages, where you can track the progress of the void request.

Refund Info Page：

Cancel & Refund Page：

How can I apply for an Illness/Death refund via Atlas?

Illness/Death refunds can be initiated via ATRIP.

Refund Path：

ATRIP -> Bookings -> My Bookings -> Booking Details ->Cancel & Refund

Refund Process：

Click the "Cancel & Refund" button.
Select the specific passengers and segments you want to refund then click the "Atlas Refund" button.

3. According to the page instructions to choose "Special Refund", then select "Illness/Death Refund", upload relevant supporting documents, and finally click the "Confirm" button to submit the refund application.

You can refer to the following information to prepare the required documentation for medical refund/death-related refund applications:

1） Illness Refund must include at least the following materials:

a. Clear photo of the passenger’s passport information page.

b. Photo of medical certificate issued by medical institution, which must explicitly include:

Medical diagnosis conclusion
Signature of the attending physician and the institution’s official stamp
Clear indication of the medical judgment that the passenger lacks the ability to travel during the scheduled travel dates

2）Death Refund must include at least the following materials:

a. Clear photo of the passenger’s passport information page.

b. Photo of the death certificate issued by the relevant authority.

Note: If a relative submits the Illness/Death Refund application on behalf of the passenger, proof of relationship (e.g., family certificate) must be provided. If other travelers in the same booking need to cancel, their passport information photos must also be submitted.

4. Once submitted successfully, the refund information below will be displayed, and the refund request will be added to the refund queue for processing by the Atlas operations team.

How can I use credit shell?

Atlas currently only accepts VJ credit shell use scenarios.

For VJ airline, you can submit a Service Request, choose “Cancel & Refund & Credit Shell >Use Credit Shell”, and describe the credit shell use request. Atlas will arrange for staff to handle your request.

For other airlines, kindly reach out directly to the respective airlines to address credit shell use matters. Thank you for your understanding.

How to check the actual refund amount?

For orders with Pre-payment, the actual refund amount can be checked via ATRIP.
For orders with Virtual Credit Card, Atlas is unable to determine the actual refund amount.

For Pre-payment orders, Atlas offers two methods to verify the actual refund amount: single check and batch check.

1. Single check

Check Path:

ATRIP -> Bookings -> My Bookings -> Booking Details -> Refund info ->Refund Total Amount

Before the refund is completed, the "Refund Total Amount" displayed here represents the estimated refund amount.

After the refund is completed, when the status is "Refunded", the "Refund Total Amount" displayed here represents the actual refund amount.

2. Batch check

Check Path: ATRIP -> Bookings -> Cancel & Refund

Check Process:

Click “Download Template” to download the template.

Fill in the order number that needs to query the refund amount of the refund form into the downloaded Excel template.

Upload the Excel file you just filled out through 'batch search'

After uploading, you can obtain all the refund forms to be checked and their corresponding refund amount.

If there are records of query failures, you can view details here.

How to check the refund quotation?

Refund quotation can be initiated via ATRIP.

Refund Quotation Path：ATRIP -> Bookings -> My Bookings -> Booking Details

Refund Quotation Process：

If you need to check the airline's refund rules, you can click "View" to see the corresponding Fare Rules.

If you need to calculate the specific refund amount, you can follow the process below:

Click the "Cancel & Refund" button.

Select the specific passengers and segments you want to check, then click "Atlas Refund".

The specific refund amount can be seen on this page.

How to check the refund status?

Atlas provides two methods for checking the refund status： single check and batch check.

1. Single check

Check Path: ATRIP -> Bookings -> My Bookings -> Booking Details -> Refund info

The refund status is updated in real-time, and you can access the latest updates on this page.

2. Batch check

Check Path: ATRIP -> Bookings -> Cancel & Refund

Check Process:

Click “Download Template” to download the Excel template.

Fill in the order number that needs to query the status of the refund form into the downloaded Excel template.

Upload the Excel file you just filled out through 'Batch Search'

After uploading, you can obtain all the refund forms to be checked and their corresponding statuses.

If there are records of query failures, you can view details here.

How can I apply for a void?

Void Path: ATRIP -> Bookings -> My Bookings -> Booking Detail -> Void

Atlas supports voiding operations for the following airlines: 7C, BX, LJ, RS, ZE, F9, NK, SY, IJ. If there is no "Void" button on the page, it means that Atlas does not currently support the void service for this airline.

Void Process：

1. Click the "Void" button.

2. After confirming the passengers and flight details that require a ticket void, select either "Atlas refund" or "Refund claim" as needed.

If you need Atlas to submit a void request to the airline on your behalf, please click “Atlas Refund”, Atlas will provide you with void service.
If you or the passenger has submitted a refund request to the airline and has been confirmed by the airline, please click “Refund Claim” and Atlas will refund you immediately after receiving the refund from the airline.

Note:

Only submission of void at the PNR level is supported, and it is not possible to submit a void request for partial passengers within an order.
A void request cannot be submitted if it is outside the window period.
If some passengers in the order have already submitted a refund request for other reasons, a void request cannot be submitted.

3. Submit a void request.

1）Atlas Refund:

After selecting "Atlas Refund," the corresponding void information will be displayed on the page. Click the "Confirm" button to submit the void request.

2）Refund Claim:

After selecting "Refund Claim," please follow the instructions on the page to fill in the airline fulfillment date, upload the proof of airline confirmation of fulfillment, and then click the "Confirm" button to submit the void request.

4. After successful submission, Atlas will receive and process your ticket void request. Additionally, your application record will be displayed on the "Refund Info" and "Cancel & Refund" pages, where you can track the progress of the void request.

Refund Info Page：

Cancel & Refund Page：

How do I claim a refund through Atlas after completing the refund request with the airline?

If you or the passenger have submitted a refund request to the airline and have been confirmed by the airline, you can submit a 'Refund Claim' on the ATRIP platform. Atlas will refund you immediately after receiving the refund from the airline.

This refund process does not apply to orders using the VCC Passthrough payment method (identifiable through the payment channel: virtual credit card in the order details). This is because when clients use their own credit card for payment, the information exchange only occurs between the client and the airline, and Atlas is unable to determine the actual refund amount received.

Claim Path：

ATRIP -> Bookings -> My Bookings -> Booking Details -> Cancel & Refund

Refund Process：

Click the "Cancel & Refund" button.
Select the specific passengers and segments you want to refund.

Click the " Refund Claim " button.

4. According to the page instructions, select the reason for the refund, fill in the airline company's fulfillment date, upload the proof of airline confirmation of fulfillment, then click the "Confirm" button to submit the refund request.

5. Once the submission is successful, Atlas will receive and process your refund request. Atlas will issue the refund to you immediately upon receiving it from the airline. Furthermore, your refund information will be displayed on both the "Refund Info" and "Cancel & Refund" pages, allowing you to track the progress of the refund on either page.

Refund Info Page：

Cancel & Refund Page：

What types of refunds does Atlas handle?

Atlas handles various types of ticket refunds supported by airlines, including voluntary refunds, involuntary refunds due to flight changes, void tickets, and refunds for special scenarios (such as refunds for illness or death, duplicate booking refunds, and refunds for denied boarding, etc.).

Clients using the Pay to Atlas or VCC Passthrough methods for ticket issuance are all accepted, without being restricted by the original ticket payment method.

refund process, so it does not support airline HD refunds in the VCC Passthrough scenario.
For airline voucher refunds, Atlas currently only supports airline VJ.

Guidelines for Filling Out IJ Airlines' "Special Refund Application Form"

According to the latest regulations of IJ Airlines on May 30, 2025, for special refund and change cases (such as refund due to illness, refund due to death, refusal to take passengers, changes and refunds related to irregular flights, wrong - purchase within 24 hours, etc.), the application form should be downloaded and filled out, and then submitted to the airline for approval.

Download of Special Refund Application Form:

The airline only provides the application form in Chinese. If you know Chinese, please fill it out and upload it.

25KB

特別変更・払戻申請書_中国語.xlsx

Instructions for Filling out the Special Refund Application Form:

1. Filling in Basic Information

Please fill in the following basic information in the form:

申请日: The date of the refund application, e.g., June 3, 2025
公司名: THEATLAS PTE. LTD.
担当人姓名: The name of the person filling out the form, e.g., Cherish
订单号: PNR
旅客人数: The number of passengers for whom a refund is requested
出票日: The date the order was ticketed
乘机人姓名: Fill in the information of the passenger(s) for whom the refund is applied (Note: For special refunds due to illness/death, only 1 accompanying passenger in the same order is allowed to apply for a refund.)

2. Filling in the Application Category

Please refer to the instructions below to fill in the application content and reasons in the form:

1）VOID

Check this option for refund applications due to incorrect ticket issuance by Atlas staff. Applications must be submitted before 24:00 on the ticket issuance date.

2）其他 (free refund within 24 hours of ticket issuance)

This option must be selected for refund applications caused by the passenger's own erroneous purchase. The application reason should be filled in as "24-hour erroneous purchase", and the refund request must be submitted to the airline within 24 hours after ticket issuance.

3）生病/死亡

Check the corresponding option (the application must be submitted to the airline before the original flight's departure).

For single-round refund applications from Japan by Atlas only, please note the following two scenarios: a. Outbound flight from China unused, refund for return flight from Japan: Proof of refund due to illness/death for IJ or other airlines' ticket orders must be provided.

b. Outbound flight from China used, refund for return flight from Japan: A medical diagnosis certificate/death certificate issued by an official local medical or relevant institution in Japan must be provided.

4）拒载

Check the corresponding option. For special refund applications due to denial of boarding, a denial of boarding certificate and images of the passport photo or copy must be provided.

Check "其他记录的去程·回程航班取消·延误”， fill in the order number (PNR) or ticket number, and provide order proof.

Note: If the canceled flight is included in either the outbound or return journey, and you wish to apply for a refund for both the round trip, please ensure to apply for the refund before the departure of the uncanceled flight(scheduled to operate normally).

Check "其他记录的去程·回程航班取消·延误”， fill in the order number (PNR) or ticket number, and provide order proof.

Changes must beapplied for before the flight's departure.

3. Add Supporting Documents

Proof materials have been provided in the form with attachment pages for passports and relevant supporting documents. Please attach the required certification materials within the form.

1) Please attach the "passport image" to the form (sheet 1) of the [申請書], as shown in the figure:

2) Please attach the "medical diagnosis certificate, denied boarding certificate, and death-related certification documents" to the [证明书] form (Sheet 2), as shown in the figure:

Documents required for refund due to illness are as follows:

a). Medical diagnosis certificate (stating that the passenger is unable to take the purchased flight due to illness. The certificate must be issued by an official medical institution, stamped by the hospital, and signed/stamped by a doctor).

b). Passenger and accompanying person identification documents (passport photo of the passenger applying for illness-related refund; passport photo of the accompanying applicant. Only 1 accompanying passenger per order is eligible for refund).

Documents required for death-related refund are as follows (applicable only to the death of the ticketed passenger; not applicable to the death of immediate family members):

a). Death certificate

b). Identification documents of the deceased and the accompanying person(only 1 accompanying passenger per order is eligible for refund).

Flight Change

How to determine if a flight change has occurred?

You can refer to the following steps to determine if a flight change has occurred.

Step1: Check whether you have received a flight change notification email. If you have, then a flight change has occurred. If not, then proceed to the next step.

Check Path： ATRIP -> Bookings -> My Bookings -> Booking Details -> Email List

Step 2: Check the airline's MMB system and verify if there is any flight change information displayed. If there is, then a flight change has occurred. If not, then proceed to the next step.

Step 3: Review the airline's Flight Status page:

If the flight can be located and the status is "cancelled", then a flight change has occurred.

If the flight can be located and the status is "normal", then there has been no flight change.

If the flight cannot be located, and departure is not imminent, then the occurrence of a flight change cannot be confirmed.

How to apply for rescheduling?

For airlines within the scope of acceptance at Atlas, you can submit a Service Request and describe the rescheduling request. Atlas will arrange for staff to handle your request.

Rescheduling Path：

ATRIP -> Bookings -> My Bookings -> Booking Details -> Raise a Request -> Post-Ticketing Request -> Voluntary Flight Change/ Involuntary Flight Change

When submitting a request for rescheduling, please provide the following information:

Type of rescheduling (voluntary/involuntary)
Passenger name
New Itinerary

Note: If it is a voluntary reschedule, you also need to provide the maximum acceptable payment amount (including airline rescheduling penalties and the price difference between old and new flights).

For airlines not within the scope of acceptance at Atlas, kindly reach out directly to the respective airlines to address rescheduling matters. Thank you for your understanding.

How to obtain a quote for rescheduling?

The quote for voluntary rescheduling includes two parts: the rescheduling rules and the fare difference for the new flight.

1. Rescheduling Rules

Check Path: ATRIP -> Bookings -> My Bookings -> Booking Details -> Booking Info

If you need to check the airline's reschedule rules, you can click "View" to see the corresponding Fare Rules.

2. Price Difference

Check Path: ATRIP -> Fare Search

If you need to calculate the specific rescheduling cost, you can use the “fare search” function provided by Atlas to check the price of the new flight and then calculate the possible price difference between new and old flights.

What is Atlas's scope for accepting change flight request?

We recommend you to handle flight change requests directly through the airline's official website or call center.

However, for specific airlines require changing flight through ticketing vendor(Atlas), please submit a service request. Here is the list of these airlines.

Airline Name

Airline Code

Jeju Air

Lion Air

Vietjet Air

Super Air Jet

Thai Lion Air

Nok Air

Thai Vietjet Air

Batik Air

TransNusa

FlyArystan

FlySafair

Citilink

Condor

Wings Air

Malindo Air

Please note the following time requirements when submitting:

Submitted at least 48 hours before the flight departure.
Follow the airline’s fare rule for changing flight.

What is the time limit for submitting a rescheduling request?

The rescheduling request must meet the following conditions:

Submitted at least 48 hours before the flight departure.
Follow the airline’s fare rule for changing flight.

Post-Booking Ancillary Baggage

Ancillary baggage can be added to an existing booking via ATRIP. Please follow the process as explained below.

Select the order number for which ancillary baggage needs to be added.

Click on the “Add Ancillary” button.

Select the “cabin” and “checked-in” baggage as required.

Click on “Confirm”.

Click on the “Pay” button to make payment for the ancillary baggage.

To check the ticketing status, check the “Ancillary Info” in the booking details.

Finance

Top-up User Guide

Top-up User Guide

Submitting a Top-up Request on ATRIP

Visit Flight Deck --> Financial --> Top-up

Visit Flight Deck --> Financial --> Top-up

Upload the transaction confirmation pdf document in the “Bank Transfer Receipt” section by clicking “Upload”. Then, click on "Submit".

Please note that the top-up amount entered should be the amount transferred after deducting the bank charges levied by the customer’s bank.

For example:

Transfer Amount: GBP 20000

Customer’s Bank Charges: GBP 15

Top-up Amount: GBP 20000 – GBP 15 = GBP 19985

Viewing Top-up History

Visit Flight Deck --> Financial --> Top-up --> History

The details of the past top-ups will be displayed

On clicking "Transfer Receipt View" the bank transfer receipt which was uploaded can be viewed.

Billing

Invoice Management

Location

ATRIP -> Financial -> Invoices

All the invoices which are available in ATRIP are listed on this screen.

The invoices and the recon statements can be downloaded using the “Download” button.

Permissions

Admin

Configuration

On clicking the “Configuration Rules” a slide-out window will open.

The customer may configure the receipt of invoices as per their requirement. They may also add / delete any email ids to whom the invoices need to be sent.

The below configurations can be done by the customer themselves:

Invoice Cycle:

The frequency of receiving the invoices can be customized as per the customer’s requirements. The customer can have different “Tax Invoice & Credit Note” and “Billing Statement” frequencies, if required. For example, the “Tax Invoice & Credit Note” can be configured to be received every month while the “Billing Statement” can be configured to be received each week.

The available options are:

Do not send
Once a month
Once a week
Twice a week (Monday and Thursday)

Format:

The customer can choose between .csv and .xls formats for the “Billing Statement”.

Email Subscription:

The customer can add up to 10 email addresses in this field. Once all the details are entered, click on “Confirm”.

Please note that this has already been configured for the existing customers. The new customers will need to self-configure this section for receiving the invoices. The default for a new customer is “Do not send”.

Notification

Notification Subscription
Email List
Ticketing Delay Notification

Email List

Background

Some airlines block bookings which have emails from OTAs and travel companies as they want to promote their own sales channels. To overcome this blockage from airlines and to provide unique content to our customers, Atlas uses their own email service and changes the original email to an Atlas email when creating the booking with the airline.

The customer will not receive this email as the airline does not have the customer email id. Hence, Atlas has developed a feature whereby these emails can be viewed and actioned by the customer’s operations team members.

The “Email List” can be accessed with the below 3 methods:

ATRIP
Email List API
Email Notification Webhook

Objective

The objective of having this list is that the customer can inform the passenger of any schedule changes or other important announcements made by the airline.

Email List Categories

The emails for the below categories will be displayed in the “Email List”:

Schedule change
Receipt
Payment Success
Verification
Trip Reminder
Promo code
Travel Itinerary
Advertisement
PNR Cancellation Success
Payment Due
Unidentified
Duplicated Schedule Change
Unaccounted Cancellation

ATRIP

All emails can be managed here, including flight changes, itineraries, etc. All emails sent by the airline to the contact email address will be displayed here, including advertisements.

The location of the email list is ATRIP --> Bookings --> Email List

Processing of the Email List

The email received in the email list can be “viewed”, “downloaded” and then “processed”.

Viewing the Email

Click on the “View” hyperlink. The email received from the airline will open in a new tab as shown below. The customer may then forward the email to the passenger as per their in-house process.

Downloading the Email

Click on the “Download” hyperlink. The email received from the airline will be downloaded on the laptop/PC. The customer may then forward the email to the passenger as per their in-house process.

Processing the Email

The emails can be processed in 2 ways:

By clicking on “View” and then clicking on the “Handle” button.
By clicking on one or more emails on the summary screen and then clicking on the “Batch Handle” button.

“View” and click on the “Handle” button

Once the “View” hyperlink is clicked, the below screen will be displayed with the email in the browser.

Click on the “Handle” button on the top right of the screen

On clicking the “Handle” button, the below pop-up window will be displayed with the drop-down options.

Select the appropriate option and click ”Confirm”. When you check the Email List summary, the status would have changed to ”Processed”.

The options available are:

No Change (There is no change in the booking)
Flight Change Confirmed (There has been no flight change)
Micro Schedule Change (The schedule change is minimal)
API Notified (The customer has been notified via the email list API)
Wait (Customer will be informed later)

Batch Update

Select one or more emails from the email list. Then click on “Batch Handle” button.

A pop-up window will be displayed as shown below:

Select the appropriate option and click ”Confirm”. When you check the Email List summary, the status would have changed to ”Processed”.

Email List API

Endpoint:

Request

Response

The customer can download “emailLink”.

The email will be downloaded and when opened, it will show the email as sent by the airline:

Email Notification via Webhook

The customer server URL needs to be configured in ATRIP to receive the webhook notifications.

Webhook Notification

Notification Subscription

We have launched a feature on ATRIP Flight Deck that allows customers to self-configure and subscribe to email and webhook notifications. This update puts control into the hands of our customers, allowing them to customize how they receive important notifications.

Location

ATRIP -> Profile -> My Profile -> Notification

Permissions

Admin

Webhook Notification Configuration

Enter or update your Webhook URL.

Choose the types of notifications you want to receive via Webhook. Click “Confirm” to apply changes.

For the Webhook API documentation, please refer to the "API Document" section.

Email Notification

2 types of Email Notifications can be received:

Airline Status Change
Low balance alert

Airline Status Change

Select the airline for whom you need the notification email by clicking on the “star” in the “Follow” column in the “Airline List”.

Then go to Profile -> My Profile -> Notification -> Email tab and click on ‘Edit” button.

Enter the email addresses (up to 10) which need to receive the airline status notification.

Then click on “Advanced Settings”. A slide-out window will be displayed.

The airline(s) which were selected on the “Airline List” screen will be listed here. The time interval after which the email notification needs to be sent can be determined over here. A customer may want to be notified only after 10 minutes of the airline being in “inactive” status and so they would configure this time as “10 minutes”.

Once the configuration has been completed, click on “Confirm” in the slide-out window and in the main window.

The “Airline Status Change” has now been configured.

Low Balance Alert

The “low Balance” email notification can be configured to inform the customer that the deposit balance is now low, and they need to do a top-up.

The threshold amount is already configured in the ops deck. ATRIP will monitor the threshold amount and when the balance goes below that amount, an email is triggered to the email addresses configured in this section.

Once the email addresses (up to 10) are configured, click on “Confirm”.

Ticketing Delay Notification

Due to various reasons, there can be a rare delay in ticket issuance. In such scenarios, the order would be sent to the exception queue. The customers have the option of getting notified about the delay by any one or multiple methods as explained below:

Email: The customer configures the email id in ATRIP.

DingTalk: Atlas configures a bot in the customer DingTalk group and the notification will be sent to that group.

Slack: Atlas configures a bot in the customer Slack group and the notification will be sent to that group.

Email Notification Configuration

Who will do the configuration?

Customer needs to add the email ids who need to receive these notifications.

Where can be configuration be done?

Atrip -> Profile -> My Profile -> Notification -> Email Notification

The email id which has been added will receive an email stating the reason for the delay. The customer can respond via a service request if they need to contact the operations team with regards to that order number.

What are the different reasons for the delay in ticket issuance?

The reasons for delay in ticket issuance can be any one of the following:

System Issue

Sold Out

Awaiting Airline Confirmation

Awaiting Customer Confirmation

Airline System Issue

Payment Issue

Where can I see the ticketing delay notification in ATRIP?

The "Ticketing Delay Notification" will be displayed in the "Booking Details" screen when you hover the mouse over the booking status as shown in the below screenshot:

Why is a Service Request created for the ticketing delay notification?

A Service Request is only created when the reason for the delay is "Awaiting Customer Confirmation". The customer needs to respond back with the response when the customer is ready with the required information.

DingTalk Group Message Configuration

Who will do the configuration?

Atlas will do the configuration in the DingTalk group chat.

How can the configuration be done?

Step 1: Add the robot in the DingTalk group and obtain key parameters in the URL

Location: Group Settings -> Bot -> Add Robot -> Customize

Add a bot to the DingTalk group and obtain the key parameter in the URL.

Check the "Add Signature" option in the security settings and write down the signature value. This value will be the value corresponding to the secret in the URL later.

In the security settings, check the box for signing and note down the signing value, which will correspond to the `secret` value in the URL later.

After clicking "Complete", note down the `access_token` in the webhook. This value needs to replace the `accessToken` value in the subsequent URL.

Step 2: Configure the client in the ops deck

Location: Client Library -> Details -> Operational Configuration -> Notification Configuration -> DingTalk.

Enter the URL.

URL example:

We need to replace the value corresponding to the value of access token and secret in the above sample in

The accessToken field value corresponding to the value of access_token in the webhook obtained by configuring the robot before.

The value of the secret field is the signed value configured in the robot before.

Specifically:

The value of the accessToken field should be replaced with the access_token value obtained from the DingTalk bot webhook.

The value of the secret field should be replaced with the signing value (secret) noted during the bot setup.

Once these values are inserted into the URL, the new URL should be configured in the DingTalk input field as shown below:

Slack Group Message Configuration

Who will do the configuration?

Atlas will do the configuration in the Slack group chat.

How can the configuration be done?

Step 1: Configure a Slack channel app and obtain the webhook URL.

Select the channel.

Right click on "view channel details".

Navigate to Integrations → Apps → Add an App.

Follow the page prompts to complete the setup.

After the final page, the Webhook URL displayed is the one you need.

Please ensure you have the necessary permissions to add apps and integrations to the Slack channel. Once you have the Webhook URL, you can use it to send notifications or messages to the Slack channel as part of your operational configurations.

Step 2: Configure for the Client in Ops Deck

Location: Client Library -> Details -> Operational Configuration -> Notification Configuration -> Slack

In the Slack section, enter the Webhook URL you obtained. This will allow notifications to be sent to the specified Slack channel according to your operational configurations.

Security

Security & Compliance

Introduction

Travel and tourism rank third in cyber security incidents, according to the Trustwave 2020 Global Security Report.

To protect your business and ours, we enhanced our data and cyber security protocols and built new tools to help you mitigate associated risks.

With these new tools, you can better protect your company’s data and get more control over your account and security settings.

Now you can easily:

Manage who has access to your Atlas account at any time.
Protect it from unauthorized users.
Set up authentication rules in line with your company’s protocols.
Monitor and audit all activity, simplifying your compliance process.
Respond immediately to any incidents.

Access Keys (AK/SK)

AK/SK means "Access Key" and "Secret Key". These keys are used for accessing APIs or other services that require secure authentication.

Users must provide these keys when making API calls, and the system uses these keys to verify the user's identity and access privileges. Proper management of these keys is critical for account security, as anyone with access to these keys can access the associated resources.

1. Access Key (AK): This is a publicly visible identifier, like a user ID, used to identify the sender of a request. It tells the service which user or account is attempting to perform an operation.

2. Secret Key (SK): This is a private credential, like a password, known only to the user who is authorized to set up the access keys (the account administrator). It is used to verify that the sender of the request has the authority to access the service and to ensure that the request is genuinely initiated by that user.

AK/SK together are also known as ‘access keys'.

Configuration Process

How to set up your Access Keys on the ATRIP Flight Deck: 

To set up or reset your access keys, visit the Company Information* section of the ‘My Profile’ page on the ATRIP Flight Deck account and follow the instructions on the page.

Click on “New Access Key”. A slide-out window will open and click on “Confirm” to generate the new key. You can select between 3, 6 and 12 months for the validity period.

You will see a new security key on the screen. Make sure to copy it and store it securely before you complete the setup.

Then click on “Complete”. Once you complete the setup, you won’t be able to see the security key on the ATRIP Flight Deck. It protects your access keys from unauthorized users. 
Once you get a new security key, your technology team needs to reset the keys in your system immediately to complete the process.  
Each customer can generate no more than 2 AKSK at the same time.
You can delete the old AK as shown below

Note: Only Account Administrators have access to the Company page on the ATRIP Flight Deck and can issue new access keys. If it's you, please follow the instructions above. If you don’t have access to this function, please contact your account administrator when it’s time to update the keys.   

*To ensure you receive all our updates and important information, please add our email address "[email protected]" to your trusted contacts list. This will prevent our messages from ending up in your spam folder. 

Single Sign-On (SSO)

Single Sign-On (SSO) allows your team to access the ATRIP Flight Deck with a single set of credentials – the same set they use to access your own systems.

This feature is particularly useful when you have a large team, and many people need regular access to the ATRIP Flight Deck.

Using Single Sign-On has benefits for all members of the team.

Account administrator: No need to manually add new people to your ATRIP Flight Deck and remember to remove them when they leave your company.

Technology team: Maintain centralized access control to manage and enforce security policies from a single point.

Operations and Finance teams: No need to remember or store a unique ATRIP Flight Deck set of credentials. No matter how large your team is, SSO gives them seamless access to the ATRIP Flight Deck.

It enhances security, too - the password ‘fatigue’ often leads to weaker, less secure password practices. Single Sign-on protocol mitigates this risk.

Configuration Process

We currently only support SSO via SAML.

Visit Flight Deck --> My Profile --> Authentication --> SSO.

Enable SSO and click ‘Edit’ to finish configuration.

We will generate the Entity ID, Reply URL and Logout URL automatically. Customers can configurate them in SAML.

Then customers need to upload the XML file by clicking here.

Customers need to set up the attributes as our requirements.

All users created through SSO will be assigned a default role. Customers can select the role that suits their needs here.

Click 'Save' to complete the basic configuration.

Testing and Usage

After completing the previous basic configuration, you must click this button to perform a test. If you can log in to Flight Deck after clicking, it means the configuration was successful. Otherwise, there may be an issue with the previous setup. Please check again.

It's important to note that if there are existing password-based login accounts in the customers' system, these accounts are still valid. If users need to use SSO as the sole method of login, they can disable these accounts themselves in the user management section or contact their Key Account Manager to disable them in bulk.

To facilitate the use of the SSO feature for our clients, they can click these two buttons to copy the link and embed it into their system. It is important to note that clients need to manually concatenate the booking number within the booking detail link.

Password Policy

If you prefer to use separate credentials to access the ATRIP Flight Deck, you can now set up custom password rules for your account.

Make it as long and complex as it fits you! You can adjust password requirements to your company’s standards and regulate how strong your team’s passwords should be.

Configuration Process

Visit Flight Deck --> My Profile --> Authentication --> Password

Click "Edit" to configure the password. The option are as below:

Password Length: Default 12 characters, selectable 8-16.
Complexity: Includes uppercase letters, lowercase letters, numbers, special characters; default all selected.
Expiration Period: Default 90 days, input range 0-999 natural numbers.
Password History Non-Repetition: Default 5 times, selectable 0-10.
Account Lockout: Default 5 failures, selectable 0-10; default lockout duration 30 minutes, input range 0-999 natural numbers.

Click ‘Confirm’ to complete the configuration.

Multi-Factor Authentication (MFA)

You can protect your account even further by enabling Multi-Factor Authentication (MFA).

MFA requires users to set up an extra verification method to gain access to the ATRIP Flight Deck or to use specific features (ex., payments and balance top-up).

MFA significantly decreases the chance of unauthorized access to your account and protects your data.

Configuration Process

Visit Flight Deck --> My Profile --> Authentication --> MFA (Multi-Factor Authentication)

Click "Enable" to activate MFA feature. Configuration options appear (all are selected by default). Click "Confirm" to apply.

After saving, all users of this customer will need to go through the initial MFA binding process after password login.

Other steps invoke MFA verification based on user configuration.

SSO login users do not require MFA verification during login.

User Binding Process

Initial MFA Binding

Display QR code for binding.
Enter identity verification code.
Click "confirm" to see success or failure result.
Click "Back" to return to the previous page.

Rebinding

For security reasons, we currently do not support individual users re-binding MFA. Please contact the administrator to perform this operation.
Admin can visit ‘User Management’ and select the user to unbind.

IP Whitelisting

IP whitelisting is a security measure that allows access to the Atlas API only from specified IP addresses. By restricting access to specific, approved IP addresses, you can significantly reduce the risk of unauthorized access and potential cyber-attacks.

We upgraded this feature to make it more convenient. You can now add an unlimited number of IP addresses using netmasks to specify ranges and include notes for easier identification.

Visit Flight Deck --> My Profile --> Company Information

Customers can find all the whitelisted IP addresses here. The IP addresses can be deleted, if required.

Click the ‘Add’ button to slide out a right sidebar to add IP addresses.

IP addresses standards:

Each entry is on a separate line, separated by a line break.
IP Address/Netmask range and remark for each entry are separated by "|” ， for example "192.168.1.0/24|Remark".
A maximum of 50 entries can be added.

Click ‘Confirm’ to save.

Audit Log

The Audit Log on the ATRIP Flight Deck provides a comprehensive report on all system and user activities. Detailed records of user activities enable your company to stay compliant with regulatory requirements, simplify reporting and support internal audits.

The audit log also helps investigate incidents and verify data integrity on a regular basis.

Visit Flight Deck --> My Profile --> Audit Log

Customers can enter filtering and search criteria based on their needs to perform a search.

We only retain the audit log data from the past year
We only allow each download for up to 1 month.
Sensitive information cannot be logged, such as passenger details, payment, and card information.

Click "view" to find out more details.

Sandbox and Production Credentials Creation via ATRIP

Sandbox Credentials

Visit Flight Deck --> Profile--> My Profile --> Company Information

Click the “Generate” button, then configure the password and click the “Confirm” button to complete the creation of the Atrip sandbox test account.

When you complete the above steps, you can see the AK and SK information you need to test our API

Production Credentials

The production credentials will be unlocked after the successful completion of the UAT certification process. These will be displayed in the "Live Info" section.

Click on “New Access Key” button and select the “Validity Period” and click “Confirm”

The ”Secret Key (SK) will be displayed. You need to capture this and click on ”Complete” button.

You can have a maximum of 2 AK/SK at the same time.

Atlas Feature

Atlas Email Service

Email Service

These Terms of Service ("Terms") govern your access and use of the Atlas Email Service. Please read these Terms carefully before accessing or using the Service. By accessing or using the Service, you agree to be bound by these Terms and all applicable laws and regulations. If you do not agree to all of these Terms, you may not access or use the Service.

1. Use of this Service

You are seeing these terms and conditions because you have agreed to utilise the Atlas Email Service. This service is meant to provide [an email address for the purpose of enabling Atlas to generate an order for your use].

2. Usage Limitation

-This email service must be used in conjunction with Atlas' order generation and is not provided separately.

- Email receipt is subject to the limitations of the sender and of the network you are operating within. Atlas cannot guarantee the timeliness of email receipt, and does not guarantee or warrant that any emails sent by Atlas will be received by you, or not otherwise caught by a filter.

- [Email account details] provided by Atlas are only for the purpose of receipt of emails and no

"capability is provided for the sending or replies to emails.

- Atlas’ default setting for Atlas Email Service will be “inactive”, unless you have communicated directly with our designated account manager, who can then facilitate the activation process on your behalf. Certain airlines require the use of the Atlas’ Email Service to make a booking and Atlas emphasizes that the use of the Atlas Email Service requires the express acknowledgement and agreement by you for the same.

3. Data Storage

- Email service data will be automatically deleted after 2 years (calculated from the time of email receipt).

- To ensure data integrity, Atlas is not able to provide a separate function to delete emails. If you submit a request to Atlas to delete order information Atlas will be required to delete the order information relating to the order, but also all emails related to that order.

4. Liability

- In no event shall Atlas be liable for any direct or indirect losses arising from loss of profit, data, use, production, contract, opportunity or savings discounts or rebates; corruption to data; harm to reputation or loss of goodwill, and consequential, indirect or special losses. In particular, Atlas is not liable for any failure to receive airline emails or a failure to process flight change notifications in a timely manner.

- The total liability of the parties per transaction shall not exceed the sum charged by the Atlas for said transaction.

- Save where proven in a court of law to be arising from the gross negligence or willful conduct by Atlas, Atlas shall not be liable for any losses if email data is lost or damaged.

- In the event of service interruption, Atlas will use reasonable efforts to inform you promptly.

Frequently Asked Questions

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 [email protected].

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 Account Manager 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 Account Manager 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 Account Manager 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.

Features & Content Related FAQs

Question 1: Are all airlines and routes available throughout the year?

Answer: We have an "Airline List" in ATRIP (link) which provides information about the airlines supported by Atlas. We are progressively adding more routes and airlines to our platform. Due to some restrictions, all routes may not be available. The booking window can vary between 30 days and 365 days. Our objective is to provide all routes throughout the year.

Question 2: Do you provide ancillaries – baggage, meals, seats (including seat map), priority boarding & cabin baggage?

Answer: Currently, Atlas provides two types of ancillaries in the ticketing flow: baggage and seats.

Baggage: Information is available in both search and verify responses.
Seats: A dedicated function is available to provide seat maps and seat availability, which can only be accessed after the verify call.

Question 3: Do you provide bundled fares/fare families?

Answer: Yes. We support fare families and bundles. We provide all the different levels of fares for a flight option in the "Search API" response.

Question 4: Do you support BYOA?

Answer: Yes. We do support BYOA. Please contact your Account Manager for further information.

Question 5: What are the specific carriers which you have?

Answer: You can find a comprehensive list of the airlines supported by Atlas in the "Airline List" section of ATRIP (link).

Question 6: Do you support clients' credentials against each LCCs?

Answer: Currently, we don't offer the option to set up the client's own credentials against each LCC. However, we have the ability to configure that. If you have any requirements, please let us know, and we can check its feasibility.

Question 7: Do you support promotion code?

Answer: Currently, we don't support promotion codes.

Question 8: Why are airlines getting disabled/enabled so often?

Answer: Atlas integrates with more than 100 airlines through various methods. However, many of these airlines' technical systems are prone to instability, often experiencing data anomalies or network timeouts. To manage this challenge, Atlas employs Athena, a digital system that monitors airline connectivity performance 24/7.

When Athena detects system instability or high failure rates, it temporarily disconnects the affected airline's integration until the system stabilizes, then automatically reconnects it.
If these automated disconnections cause any inconvenience, please share your use case for a more tailored solution.

Question 9: Can we have the content from Atlas in multiple currencies?

Answer: Yes. We have a multi-currency feature where you can transact in various currencies. The currencies we support are USD, GBP, EUR, CNY, and SGD.

Question 10: Does Atlas have true round-trip itineraries for all airlines?

Answer: Yes, Atlas provides true round-trip itineraries for all airlines as default. If required, we can also configure it to provide one-way + one-way fares.

Question 11: Can the customer download the routes via API?

Answer: We do not have this function presently. However, you may download the routes as an Excel file through Atrip Flight Deck.

Question 12: Is there some set limit where price difference can be accepted?

Answer: Atlas has a back-office configuration to control the price change limit. If you require a specific threshold, please discuss it with your account manager.

Question 13: Will airline PNR be the same for all passengers in the reservation?

Answer: Yes, the airline PNR will be the same for all passengers by default.

Question 14: What steps should be taken when one credit card is declined on payment, and we want to use a different card and repeat the payment?

Answer: If your credit card is declined by the airline during payment, Atlas will cancel the order. You can then use the regenerateOrder function to create a new order and pay with a new card or choose Atlas Prepayment to pay.

Question 15: For adding baggage to the reservation, are there any general rules that Atlas applies?

Answer: Atlas does not apply general rules. We provide complete baggage information for both outbound and inbound flights. If you have a specific scenario, please share it for better clarification.

Question 16: Where do you get your content from?

Answer: We directly connect with the airlines and procure the content. We do not use any 3rd party suppliers.

Question 17: Where can I find the Atlas Airline List with Integration Type?

Answer: Refer to the "Airline List" in ATRIP (link). Contact your Account Manager for more details.

Question 18: Does Atlas commit to implementing new LCC integrations requested by a customer?

Answer: Yes. Provide details and the daily segment volume to your Account Manager. Feasibility and timelines will be shared after review.

API Integration related FAQs

Question 1: What are the Airlines and city pairs available in sandbox?

Answer: The sandbox environment allows you to test functions. We provide routes for 10 airlines to ensure you can test various scenarios. You can find available airline and route information in the API document (link). Navigate to: API Reference → Atlas Sandbox → Sandbox Test Routes.

Question 2: Can you add specific airlines as per our requirement in sandbox?

Answer: The sandbox environment allows you to test functions. We provide routes for 9 airlines to ensure you can test various scenarios. You can find available airline and route information in the API document (link). Navigate to: API Reference → Atlas Sandbox → Sandbox Test Routes.

Of course, if you'd like to test a specific airline or route, feel free to share your testing scenarios and desired airlines or routes with us. Our team will promptly respond to your request.

Question 3: Can we create a booking with up to 9 passengers?

Answer: Many airlines don't provide the maximum available seats for specific fares in their responses. To maintain high bookability, we generally allow bookings for up to 4 passengers by default. We've expanded the maximum seats to 9 for some carriers based on our customers' needs and airlines’ capability. If you require this feature for specific airlines, please let us know, and our team will promptly address your request.

Question 4: Who will support us during the integration process?

Answer: We will initiate a kick-off call where a walk-through will be done for the whole implementation process. The Director - Customer Solutions and the Sales contact will be your support during the integration process.

Question 5: What are the different APIs that Atlas provides for integration?

Answer: Please refer to API documentation in ATRIP where all the available APIs are listed.

Question 6: Can you provide a list of Atlas APIs?

Answer: Please refer to API documentation in ATRIP where all the available APIs are listed.

Question 7: What is the sandbox endpoint for Atlas API?

Answer: https://sandbox.atriptech.com

Question 8: What is the meaning of display currency in your API document?

Answer: This currency and the related amount is converted from the settlement currency using the Atlas currency exchange rate. This amount is only for display purposes and will not be used for fare comparison or accounting purposes.

Question 9: Do you have free Cabin and checked-in baggage information in search API response?

Answer: Yes. Both cabin and checked-in baggage are available in not only search API, but also verify and order API response. Please refer to the "baggageElements" tag.

Question 10: What support will be provided to your customer during the implementation of Atlas's API?

Answer: Atlas will assign a project team to support the customer's integration of Atlas' API. Customers will have access to a preferred communication platform (such as Slack) for the entire integration process. Multiple resources will be available on this platform.

Question 11: What support will be provided to the customer after the implementation of Atlas's API to ensure desired and optimal results are achieved?

Answer: After integration, our growth team will collaborate with your growth team to increase transactions. Meanwhile, if you have any questions about integration, our team is always available to assist you.

Question 12: How many records does Atlas return in the search request? What is the sorting order?

Answer: We have the backend configuration for the response records. The default is 100. The sorting is by fares from low to high.

Question 13: Is there any option to filter the search results?

Answer: The customer can filter the search results using the "airlines" element in the search.do request. Up to 5 airlines can be filtered in the search.

Question 14: Does Atlas have Special Fare with passenger restrictions?

Answer: Special Fare with passenger restrictions like age and nationality are not supported currently.

Question 15: What does TransactionFeePerPax mean?

Answer: Please ignore the field “transactionFeePerPax” as it is a historic field. It's replaced by these two elements: “transactionFee” is the fee negotiated between Customers and Atlas, and "TransactionFeeMode" is the criteria for calculating the transaction fee as per the contractual agreement.

Question 16: What’s the usage of seat count in the search response?

Answer: We do our best to provide the lowest fare to our customers. To achieve this, we collect the fares for the number of seats which we understand would provide us with the best fares. This is the maximum number of seats that can be booked in a single booking with this fare.

Question 17: Why is the Tax breakdown missing in the API response?

Answer: We collect the fares from the airline search page on their website. A lot of LCCs don't provide the tax breakdown in their search response. Hence, we do not provide this information in our search.do response.

Question 18: What is the max time gap allowed between search and revalidation?

Answer: The routingIdentifier is valid for 2 hours. Please note that it is best to verify the fare at the earliest as, when the time gap is longer, the price change possibility will be higher.

Question 19: What is the max time gap allowed between revalidation and order?

Answer: The sessionID is valid for 30 minutes. Please note that it is best to place the order at the earliest as, when the time gap is longer, the price change possibility will be higher.

Question 20: What will you do when the order hold function happens?

Answer: We do not have an order "hold" function. We provide 30 minutes for each order after it is generated. You can pay for it during this period.

Question 21: Will you hold inventory when the order API calls, if yes, then what is the mechanism to release the inventory?

Answer: We provide 30 minutes to pay for the order. You may consider this as the "hold" function. We manage this feature at the backend with the airlines to provide the best and the most inexpensive content to our customers. We will hold the inventory after the order API calls (wherever available with the airline), and we have our own mechanism to release the inventory. The mechanism varies for different airlines. We can't provide you a function to release the inventory if you request to release it. This will not impact your transaction with Atlas.

Question 22: How do we get the test API credentials?

Answer: The customer can create their sandbox API credentials through ATRIP from the "Profile" section. The path is ATRIP -> Profile -> My Profile -> Company Information -> Click on "Generate" button. The link for this is https://www.atriptech.com/#/profile/user.

Question 23: Does Atlas have an option to get fares in user-requested currency?

Answer: Currently, we give the results with the currency which we will settle with the customer (transacting currency). Atlas has also added a new parameter (displayCurrency) for conversion into any currency of the customer's choice. This converted amount is just for information purposes and does not impact billing.

Question 24: How to get special service information like meals, baggage, seat map apart from search and validation API response also? Can we control this information not to be passed in the search response as this will increase response size?

Answer: Currently, Atlas provides two types of ancillaries in the ticketing flow: baggage and seats. For baggage, information is available in both search and verify responses, and it cannot be removed. Regarding concerns about data size, we accept GZip compression, which effectively mitigates this issue. For seats, we offer a dedicated function to provide seat maps and seat availability. This function can only be called after the verify call.

Question 25: Does order API hold the inventory?

Answer: We do not have an order "hold" function. We provide 30 minutes for each order after it is generated. You can pay for it during this period.

Question 26: Can the customer hold the inventory? If yes, what is the mechanism to release it?

Question 27: While going through the Segment Element schema, a few critical nodes are missing like booking class, fare basis, etc. Why?

Answer: We collect the fares from the airline search page on their website. A lot of LCCs don't provide all the possible flight and fare information on the search screen. Hence, a lot of information you receive in the GDS may not be available for LCC carriers. Our API element to get the booking class (RBD) is the "cabin" element.

Question 28: Can a customer modify booking APIs to perform actions like cancellation of PNR, partial cancellation, adding special service meal, baggage, and seats?

Answer: At present, we have post-ticketing baggage and refund functionality via API as well as in ATRIP. We are evolving our post-ticketing features and will add more functionality in the coming months.

Question 29: Can we shop an airline for live inventory?

Answer: Yes. We have a real-time search API. We would understand your flow and the requirements and would provide access after due consideration. Further information will be available here: https://www.atriptech.com/#/document/list. Please navigate to "real-time search" API.

Question 30: Are credit card surcharges added to the price in your search API?

Answer: We have done thorough analysis and understand the surcharges applicable for different airlines. Wherever applicable, the credit card surcharges are added to the total price of the fare in the search.do API request.

Question 31: What FX exchange rate do you use to convert POS currency prices into the currency setting agreed with Atlas?

Answer: We use the Mastercard exchange rate for converting the currency into the transacting currency.

Question 32: What is the Atlas bookability rate?

Answer: Atlas is currently running at a bookability rate of 97% via our cache results, meaning in only an average of 3 cases per 100 is there a fare change from our cache prices at the ticketing stage.

Question 33: Can the same routingIdentifier be used after a time gap (2-24 hrs) to re-price the fare?

Answer: Sorry, it's not available now. If the workflow is to confirm the booking after a period of time after the initial search, you will need to conduct a search again and then revalidate and get the present price from the airline.

Question 34: Is the vendor currency always the same as the currency of the point of journey commencement?

Answer: The vendor currency is the currency in which Atlas pays the airline. The vendor currency is available in the API responses where Atlas accepts VCC mode of payment from customers. However, the currency is not always the same as the point of journey commencement. The logic depends on: 1) Airline route’s original pricing; 2) Some currencies not supported by Atlas, which are converted into a supported currency.

Question 35: Is pricing with account number/corporate number supported?

Answer: We can't support this feature generally at the moment. Could you please provide specific user scenarios? Our team will review them and get back to you.

Question 36: Are connecting flights supported?

Answer: Yes. We support all the flights available on the airline’s list of routes.

Question 37: Is open-jaw, multi-city, circle trip supported?

Answer: At the moment, we do not support open-jaw, multi-city, and circle trips.

Question 38: Is a mix of carriers within a single transaction supported (e.g., LS+ G9)?

Answer: Generally, we don't offer mixed carrier options. However, for round-trip search, we provide a configuration that allows you to receive one-way + one-way fares if they're cheaper than the round-trip fare.

Question 39: Is credit card payment supported?

Answer: Yes. We accept credit card payment as a pass-through method, which means we will send your card to the airline directly to be charged by the airline. The airline may have restrictions on certain cards, and hence the payment can get declined.

Question 40: Are connecting flights displayed in the search response?

Answer: Yes, connecting flights are also available in the search response.

Question 41: Does Atlas support infant passenger type?

Answer: Yes. Infant passenger type is supported on Atlas' platform. There may be a few airlines where infants are not supported, which will be addressed in the search response "infantAllowed."

Question 42: What is the format of the Atlas schema?

Answer: Atlas schema is a RESTful API in JSON format.

Question 43: Do you have a Postman project for your API?

Answer: Yes. You can download the Postman project from ATRIP. The project is available in ATRIP → API Document → API Reference → Atlas Sandbox → UAT Submission Guide.

Question 44: What credit card details do we use in sandbox while creating a booking via VCC mode of payment?

Answer: You may use any fictitious details for the VCC details in the sandbox environment.

Question 45: Does Atlas support fare families?

Answer: We do not support fare families/bundles at the moment. We are working on the development of this product and expect to release it in 2025. If you don't mind, could you please share your user scenario for fare families?

Question 46: Are there any checks for duplicate bookings? If so, who is checking? Atlas or airline?

Answer: We have a duplicate booking check. We will compare the booking request with PNRs created in the last 10 days and check for duplication with existing PNRs within the Atlas system. This reduces errors during the ticketing process.

Question 47: How does Atlas construct options with connection flights? Is it by minimum connection time (shortest waiting time)? Is it by the cheapest price? Does Atlas cut some options based on criteria?

Answer: Atlas does not construct any options at its end for connecting flights. Whatever options are available with the airline are captured and provided to our customers during the search.

Question 48: Does Atlas compare the price returned in Verify with the price sent back in Order at the moment of fulfillment?

Answer: Yes, we compare the price during the booking with the verification price.

Question 49: If there is any price difference, how would Atlas react? Would it block the transaction with an error message?

Answer: Atlas would cancel the booking and send the error code "308 (Price changed)." If the customer has negotiated for Atlas to contact their operations team before canceling the order, we will get in touch via the preferred communication medium.

Question 50: What is the transaction fee returned in the SEARCH response?

Answer: The “transactionFee” is the fee negotiated between customers and Atlas. This amount should be read with "TransactionFeeMode." Please ignore the field "transactionFeePerPax" as it is a historic field.

Question 51: Are the flight options and their availability returned from Atlas cache?

Answer: Yes, we have a robust cache mechanism with a high success rate and a response speed of less than 500ms. To achieve this, we provide the flight options and availability from our cache.

Question 52: What happens if there are no seats available (all seats sold out) at the moment of Verify?

Answer: Atlas would send the error code "No flights." You may refer to our API document for error codes available in ATRIP → API Document → API Reference → Overview → Errors. The link is https://www.atriptech.com/#/document/list.

Question 53: What happens if the available fare is sold out and only a more expensive option is available?

Answer: Atlas would provide the price change information in the "priceChange" array at the bottom of the verify response.

Question 54: What about credit card payment fees? Are they added to the fare?

Answer: We have done thorough analysis and understand the surcharges applicable for different cards. Wherever applicable, the credit card surcharges are added to the total price of the fare in the search.do API request.

Question 55: How do we know what fields are mandatory in the booking request?

Answer: The mandatory information required in the booking request will be provided in the verification response as shown in the bookingRequirements array. We have an in-house table that regularly checks the requirements for the airlines and keeps it updated.

Question 56: Do we need to add the passport information for all passenger types?

Answer: Yes, if mentioned as "required" in the booking requirements info in the verify response, the passport information needs to be added for all passenger types. The mandatory information will be available in the verify.do response in the bookingRequirements array.

Question 57: Are all fields in the pay.do request for VCC pass-through mandatory?

Answer: Yes. These fields have been kept "mandatory" because some airlines need all the information. There is no way to identify which airline needs it as the policy of the airline may change from time-to-time.

Question 58: Why might ticketing in the sandbox environment take more than 10 minutes?

Answer: This is a sandbox environment used for various tests. These issues may occur in this environment. Sometimes the ticketing needs to be manually pushed in the sandbox environment.

Question 59: In which cases might there be more than one airlinePNR code?

Answer: To provide the lowest possible fare, two airlines may be combined to provide the cheapest option for a round-trip. As the itinerary has two different airlines, there will be two airlinePNRs in the airlinePNRs element.

Question 60: Can we send an Order request again with the same order number as originally done?

Answer: Once an order is created, it cannot be amended. If a new order with identical information is submitted, it will be rejected as a duplicate. You must wait for the original order to expire before submitting a new one.

Question 61: What is the contact phone number format?

Answer: Please follow this format: XXXX (digital country code) - XXXXXXXX (phone number). Examples: 0001-87291810, 0086-13928109091, 0971-19201998. There is a limit of 30 characters (including the hyphen) for this field.

Question 62: What is tktLimitTime from the Order response, and what is its impact?

Answer: The tktLimitTime defines the time within which the payment needs to be made for the booking. This time limit is as per the SGT time zone. If the payment is not done within this time, the booking will expire.

Question 63: Can we test the API functionality before partnering with Atlas?

Answer: Yes, you can test Atlas API functionality before making a commitment. Please fill out the contact form, and we will get in touch with you within two working days. To protect our partner airlines, we need to confirm your details and get you to sign an NDA. After verification, test credentials will be sent to your inbox.

Question 64: Are there any restrictions on the API functionality for any of the airlines?

Answer: We strive to offer maximum opportunities for both our partner airlines and travel agencies. As new features are integrated, functionality is added to airlines incrementally.

Question 65: Does Atlas support promotional fare or promotional code-based pricing?

Answer: We currently offer general promotional fare functionality but don't support promo codes by default. For specific airlines, we may have this capability. Please leave a message if you're interested, and our team will contact you for details.

Question 66: Is there a timeout limit for Atlas APIs?

Answer: Yes, the timeout limits are as follows:

search.do: No limit defined
realTimeSearch.do: 120 seconds
verify.do: 15 seconds
order.do: 15 seconds for normal booking, 120 seconds for real-time booking
pay.do: No limit defined

Question 67: What is the API response time for each Atlas API?

Answer: Average response times are:

search.do: <500ms (98% of responses returned in less than 500ms)
realTimeSearch.do: 25 seconds
verify.do: 8 seconds (90% of responses returned in less than 8 seconds)
order.do: 8 seconds (90% of responses returned in less than 8 seconds)
pay.do: 2 seconds (90% of responses returned in less than 2 seconds)

Question 68: Can users change the currency to view ticket prices in their local currency?

Answer: Yes. Customers can use the parameter displayFare in the search and verify APIs to get the amount in their chosen currency. This fare is for display purposes only and will not impact billing.

Question 69: How many results does the search query return, and what is the default sorting order?

Answer: By default, the search query returns up to 100 results, sorted by fares from low to high.

Question 70: Does the OrderAPI hold the inventory? If yes, for how long?

Answer: Yes, inventory is held for 30 minutes after the order is generated. Payment must be made during this time.

Question 71: Can we release the inventory held at our end?

Answer: Inventory is managed at the backend. While we hold inventory for 30 minutes, there is no function to release it on request. This does not impact your transaction with Atlas.

Question 72: Atlas's obligations to maintain API connectivity.

Answer: We guarantee API connectivity 99.9%.

Question 73: Does Atlas have processes in place to monitor performance and trigger notifications to Sabre?

Answer: Yes. We monitor our vendors (airlines) round the clock. If vendor API quality does not meet expectations, we disable the vendor pricing in the search (shopping) API while continuing to check the API quality.

Question 74: What Data Protection measures does Atlas have in place for GDPR and PCI DSS?

Answer: Atlas is both PCI DSS and GDPR compliant.

Question 75: What Security standards does Atlas have in place to prevent breaches?

Answer: Atlas uses Alibaba Cloud Container Service and follows Alibaba Cloud security best practices. We also use GCP Container and follow GCP security best practices.

Question 76: Does Atlas have a Disaster Recovery plan?

Answer: We use three data centers in an “Active-Active-Active” mode, mitigating the risk of data loss for customers.

Question 77: What is the SLA to resolve errors where the Atlas API or service is unavailable or impaired?

Answer:

Severity 1: 30 minutes.
Severity 2: 3 hours.
Severity 3: 24 hours.
Non-critical issues: 2 days.

Question 78: Where will we find API documentation?

Answer: Comprehensive API documentation is available in ATRIP (link).

Question 79: Does Atlas provide monitoring console/dashboards?

Answer: Yes. A dashboard provides segment information, and more features are continuously being added.

Question 80: Is there any backend module available other than API for creating bookings in case of failover?

Answer: Not currently. We are exploring the possibility of booking via a portal in the future.

Question 81: What should we do if we encounter API failure?

Answer: Use the ATRIP web portal for post-ticketing services or contact the API support team.

Payments related FAQs

Question 1: Do you have sales reports in ATRIP?

Answer: Yes. You can find the "transaction records" in ATRIP -> Financial -> Transaction Records (link) and the invoices and reconciliation statements can be downloaded and viewed from ATRIP -> Financial -> Invoices (link).

Question 2: In which currencies can we get the content?

Answer: USD, EUR, GBP, SGD, CNH, CNY, CAD, CHF, NZD, HKD, NOK, DKK, CZK, PLN, AED, SEK and HUF at the moment.

Question 3: Do you accept payment via Credit Card?

Answer: Yes. We accept credit card payment as a pass-through method which means we will send your card to the airline directly to be charged by the airline. The airline may have restrictions on certain cards and hence the payment can get declined.

Question 4: When can I use the credit card for the payment?

Answer: You can use a credit card for several airlines which support the pass-through option. To address this, we have added the supportCreditTransPayment function in the routing element for each fare.

Question 5: What are the Payment methods

Answer: We are open to discussing what works best for you. We usually facilitate the use of agency VCC or advanced payment of positive cash balance. We also provide hybrid payment solutions.

Question 6: Would Atlas share the VCC rebate with the customer for transactions made by Atlas' VCC?

Answer: Sorry that I cannot provide you the answer. Please talk with your account manager.

Question 7: Can we pay with pre-payment for all airlines?

Answer: Yes, Atlas accepts payment via deposit for all the airlines available on its platform.

Question 8: Does Atlas have any mapping for credit card codes?

Answer: Atlas accepts payment via all the major credit card providers. These are the standard mappings which should be easily available in the public domain. Unfortunately, we do not have any mapping at our end.

Question 9: What Payment methods (Credit card, agency credit, etc.) does Atlas accept?

Answer: We have flexible payment options for our partner agencies. However, the most popular methods are through a Virtual Credit Card (VCC) or advance payment (deposit) to maintain a positive cash balance with Atlas. We also provide hybrid payment solutions. Link to ATRIP capability.

Question 10: How can we use a credit card to make payments?

Answer: The customer can send their credit card information along with the pay.do request. Atlas will pass-through the credit card details to the airlines, and the airlines will settle with you directly. In this case, we will deduct the technical service fee from your account with Atlas. Several airlines support the pass-through option, for which we have added the supportCreditTransPayment function in the routing element.

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Terms of Service

Atlas Email Service

1. Use of this Service

2. Usage Limitation

-This email service must be used in conjunction with Atlas' order generation and is not provided separately.

- [Email account details] provided by Atlas are only for the purpose of receipt of emails and no

"capability is provided for the sending or replies to emails.

3. Data Storage

- Email service data will be automatically deleted after 2 years (calculated from the time of email receipt).

4. Liability

- The total liability of the parties per transaction shall not exceed the sum charged by the Atlas for said transaction.

- Save where proven in a court of law to be arising from the gross negligence or willful conduct by Atlas, Atlas shall not be liable for any losses if email data is lost or damaged.

- In the event of service interruption, Atlas will use reasonable efforts to inform you promptly.

Atlas Customer Service Dispute Handling Principles

1. Service Irregularities Definition

Atlas shall provide remedies for operational failures attributable to Atlas that prevent ticket fulfillment, excluding disputes arising from ambiguous rule interpretations.

Irregularity Type

Liability

Fulfillment Failure

Compensable

Atlas system/operation errors causing order failure (e.g., sold-out inventory, ticketing errors)

Service Disputes

Excluded

Disagreements arising from rule ambiguity or interpretation differences (e.g., refund fees, fulfillment timelines)

2. Compensable Scenarios & Remedies

2.1 Flight Sold Out

Trigger:

Inability to fulfill orders due to flight sellout after payment.

Remedies:

(a) Alternative flight in same service class; OR

(b) Full refund + USD 50 compensation per passenger.

2.2 System/Operational Failure

Trigger:

Atlas errors preventing fulfillment (excluding sold-out flights).

Remedies:

(a) Re-ticketing via external channels for same flight/service class; OR

(b) Full refund + USD 50 compensation per passenger.

2.3 Airport Ticket Absence (Atlas Liability)

Trigger:

Passenger unable to check in with valid documents due to Atlas' fault, and Atlas failed to detect/pre-notify irregularities.

Remedies:

(a) On-site re-ticketing in same service class + USD 50 compensation per passenger; OR

(b) Full refund + USD 50 compensation per passenger.

2.4 Service Information Discrepancy

Trigger:

Mismatch between issued ticket and ordered specifications (e.g., baggage allowance, seat assignment).

Remedy:

Reimbursement of verified loss differential + USD 50 compensation per passenger.

3. Non-Compensable Scenarios & Clarifications

3.1 Ticketing Timeline Disputes

(a) Atlas general ticketing performance:⋅

≥90% issued within 5 minutes⋅

≥98% issued within 1 hour

(b) If you are dissatisfied with the ticketing duration for specific order in "Ticketing" status, you may:

✓ Cancel the booking (accepting subsequent liability); OR

✓ Continue waiting (system will complete issuance).

3.2 Flight Change (Rebooking) Disputes

(a) Supported only for designated airlines; non-designated require direct airline contact.

(b) Processing timelines:

✓ Voluntary changes: Completed within 4 hours (exceptions notified immediately)

✓ Involuntary changes: Subject to airline policies

(d) Change withdrawal requests: Atlas will assist, success determined by airline.

3.3 Refund Fee Disputes

(a) Atlas refund fee quotes are indicative only.

(b) Final refund = Actual airline recovery amount.

✓ 100% pass-through of airline-refunded amounts (including rejections, unstated fees, or FX variances)

✓ Fixed Processing Fee charged according to contract.

3.4 Disrupted Flights

(a) Airlines' notifications of cancellations or schedule changes will be sent to the email provided at order placement. Ensuring email accuracy is your responsibility. If using Atlas's email service, refer to relevant terms.

(b) If a passenger claims compensation from the airline under EU Regulation 261/2004 and the airline seeks reimbursement from Atlas due to insufficient passenger notification, you must assist Atlas by providing evidence of receiving notifications. Atlas may deduct the full amount claimed by the airline from your deposit account.

Atlas Security and Compliance

These Terms of Service ('Terms') detail the security and compliance features available to you when you use Atlas API and the ATRIP Flight Deck. Enabling these features will significantly enhance the security of your account and protect your data from unauthorized access.

These features also allow you to:

Manage who has access to your Atlas account at any time;
Protect it from unauthorized users;
Set up authentication rules in line with your company’s protocols;
Monitor and audit all activity, simplifying your compliance process;
Respond immediately to any incidents.

Only an account administrator can set up and change security settings for your company account.

To enable and set up security features, visit the My Profile page on the ATRIP Flight Deck.

1. ACCESS KEYS (AK/SK)

To access Atlas API, Atlas customers need to setup their access keys (also known as AK/SK, "Access Key" and "Secret Key"). These keys are used for accessing APIs or other services that require secure authentication.

Access Key (AK): This is a publicly visible identifier, similar to a user ID, used to identify the sender of a request. It tells the service which user or account is attempting to perform an operation.
Secret Key (SK): This is a private credential, similar to a password, known only to the user who is authorized to set up the access keys (the account administrator). It is used to verify that the sender of the request has the authority to access the service and to ensure that the request is genuinely initiated by that user.

All Atlas customers are required to set up access keys to gain access to Atlas API.

How to set up your Access Keys on the ATRIP Flight Deck:

To set up or reset your access keys, visit the Company Information* section of the ‘My Profile’ page on the ATRIP Flight Deck account and follow the instructions on the page.
You will see a new security key on the screen. Make sure to copy it and store it securely before you complete the setup.
Once you complete the setup, you won’t be able to see the security key on the ATRIP Flight Deck. It protects your access keys from unauthorized users.
Once you get a new security key, your technology team needs to reset the keys in your system immediately to complete the process.

Only Account Administrators have access to the Company page on the ATRIP Flight Deck and can issue new access keys. If it's you, please follow the instructions above. If you don’t have access to this function, please contact your account administrator when it’s time to update the keys.

To maintain access to their Atlas account, Atlas customers need to regularly reset access keys.

Your access keys are valid for a limited period of time.
We recommend rotating your access keys every 3 months. However, you can change your renewal cycle according to your company’s protocols. You can choose a renewal cycle: 3 months, 6 months, or 12 months.
You can have 2 valid AKs at once.
When your access keys are about to expire, your account administrator will be notified via e-mail*.
If access keys are not renewed on time, you will temporarily lose access to Atlas API.
When you call API with an expired key, you will receive an error code notifying you that your key is not valid. Transactions will stop.
To restore access to your account, your account administrator needs to visit the ATRIP Flight Deck and reset the keys. The new security key needs to be integrated into API to restore access.
To avoid disruption in our service, you need to regularly update your keys and reset their expiry date.

To ensure you receive all our updates and important information, please add our email address [email protected] to your trusted contacts list. This will prevent our messages from ending up in your spam folder.

2. SINGLE SIGN-ON (SSO)

Single Sign-On (SSO) allows your team to access the ATRIP Flight Deck with a single set of credentials – the same set they use to access your own systems.

This feature is particularly useful when you have a large team, and many people need regular access to the ATRIP Flight Deck.

Using Single Sign-On has benefits for all members of the team.

Account administrator: No need to manually add new people to your ATRIP Flight Deck and remember to remove them when they leave your company.
Technology team: Maintain centralized access control to manage and enforce security policies from a single point.
Operations and Finance teams: No need to remember or store a unique ATRIP Flight Deck set of credentials. No matter how large your team is, SSO gives them seamless access to the ATRIP Flight Deck.

3. IP WHITELIST

IP whitelisting is a security measure that allows access to Atlas API only from specified IP addresses. By restricting access to specific, approved IP addresses, you can significantly reduce the risk of unauthorized access and potential cyber-attacks.

We upgraded this feature to make it more convenient. You can now add an unlimited number of IP addresses using netmasks to specify ranges, and include notes for easier identification.

4. MULTI-FACTOR AUTHENTICATION (MFA)

If enabled by your account administrator, Multi-Factor Authentication (MFA) requires users to set up two or more verification methods to gain access to the system, which significantly decreases the chance of unauthorized access.

MFA can be enabled to access the ATRIP Flight Deck account or as an extra protection method to gain access to specific features (ex., payments and top-up).

5. FLEXIBLE PASSWORD POLICY

If you prefer to use separate credentials to access the ATRIP Flight Deck, you can now set up custom password rules for your account.

You can adjust password requirements to your company’s standards and regulate how strong your team’s passwords should be.

6. AUDIT LOG

The Audit Log available on the ATRIP Flight Deck provides a comprehensive report on all system and user activities. Detailed records of user activities are made available to you to simplify reporting, compliance audits and support internal reviews.

The audit log also helps investigate incidents and verify data integrity on a regular basis.

These security features are designed to help you protect your data and guarantee compliance with global cybersecurity regulations.

With these features, you can easily control and manage access to your company's Atlas account both via API and the ATRIP Flight Deck.

To enable and set up security features, visit the My Profile page on the ATRIP Flight Deck.

Credit Card Usage Notice

To Our Valued Clients,

To clarify the responsibilities of both parties in air ticket transactions, standardize credit card operations, and protect mutual interests, please strictly adhere to the following terms:

I. Chargeback Dispute Resolution Terms

Agent's Acknowledgment of Transaction Validity: By using a Virtual Credit Card (VCC) to pay for an order, the Agent is deemed to have confirmed the validity of the transaction. If there is any dispute regarding the transaction, the Agent must provide written notice to Atlas at least 48 hours before initiating a Chargeback to negotiate a resolution.
Liability for Unilateral Chargebacks: If a Chargeback is initiated unilaterally without prior notification to Atlas, resulting in direct losses to Atlas or airline claims against Atlas, Atlas reserves the right to full recovery for the affected transaction, including but not limited to:
- The original ticket fare
- Penalties imposed by payment networks (Visa/Mastercard/Amex, etc.)
- Airline-imposed fines
- Dispute resolution costs
Recovery Methods include but are not limited to:
- Direct deduction from the Agent's security deposit account;
- Legal actions to recover uncovered losses.
Fraudulent Disputes: Atlas reserves the right to suspend the Agent's ticket issuance privileges for maliciously initiated disputes and may pursue legal remedies for subsequent recovery.

II. Recovery of Undercharged/Uncollected Funds Due to Airline System Errors

Conditions Triggering LiabilityIf an airline fails to collect the full ticket payment during the initial deduction due to technical system errors (e.g., system malfunctions) and is unable to perform a secondary deduction via the original VCC for reasons including but not limited to:

The VCC provided by the Agent is a single-use card (automatically invalid after initial transaction);
The VCC has expired, has insufficient funds, or was manually frozen by the cardholder;
\ Any other VCC status anomalies preventing secondary deductions;the Agent is obligated to compensate the shortfall upon the airline's direct claim against Atlas.

Agent's Payment Obligations

Upon receiving a written claim from the airline, Atlas will issue a Shortfall Payment Notice to the Agent specifying the amount due and the airline's justification. The Agent must settle the shortfall within 5 business days of receiving the notice.
The Agent shall unconditionally fulfill this obligation. Failure to comply may result in the following actions by Atlas:

a. Direct deduction of the shortfall from the Agent's prepaid account;

b. Suspension of the Agent's ticket issuance privileges until the account is settled;

c. For Agents with repeated defaults, refusal to pay, or terminated partnerships, Atlas reserves the right to pursue legal remedies for recovery.

How long is the processing time for refunds?

The refund processing time includes the airline's reply time and the airline's refund duration. You can check the estimated refund processing time for each airline through the following form:

Airline

Airline reply time Voluntary （Days）

Airline reply time Involuntary（Days）

Airline refund duration Voluntary （Days）

Airline refund duration Involuntary （Days）

How long is the refund application deadline?

You can check the refund application deadlines for each airline through the following form.

Note:

In the "Time Value"， "-" indicates before and vice versa indicates after.

Airline

Type

Time Value

Unit

Issue Date

330

Days

Travel Date

Days

Travel Date

-6

Hours

Issue Date

330

Days

Issue Date

330

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Issue Date

330

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Hours

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

Days

Travel Date

-6

Hours

Issue Date

330

Days

Travel Date

180

Days

Travel Date

-6

Hours

Issue Date

360

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

180

Days

Travel Date

-6

Hours

Travel Date

Days

Travel Date

-6

Hours

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

180

Days

Issue Date

330

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

Days

Travel Date

330

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

-6

Hours

Travel Date

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

Days

Travel Date

-6

Hours

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

-6

Hours

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

180

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

-6

Hours

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Travel Date

Days

Help Center

Hi. How can we help you?

Welcome to Atlas Help Center! Get assistance with common queries!

Popular Topics

Frequently Asked Questions

Still Need Help？

Popular Topics

ATRIP

User Management

Ticketing

Stop Ticket Issuance

Payments

Multi currency Account

Atlas Hybrid Payment Solution

Post-Ticketing

Refund

How can I apply for a refund with Credit Shell?

How can I apply for an involuntary refund?

How can I apply for an Illness/Death refund via Atlas?

How can I use credit shell?

How to check the actual refund amount?

How to check the refund quotation?

How to check the refund status?

How can I apply for a void?

How do I claim a refund through Atlas after completing the refund request with the airline?

What types of refunds does Atlas handle?

Guidelines for Filling Out IJ Airlines' "Special Refund Application Form"

Instructions for Filling out the Special Refund Application Form:

1. Filling in Basic Information

2. Filling in the Application Category

1）VOID

2）其他 (free refund within 24 hours of ticket issuance)

3）生病/死亡

4）拒载

5）免费退票 (Forms only need to be filled out for refunds related to irregular flights)

6）免费变更 (Forms only need to be filled out for changes related to irregular flights)

3. Add Supporting Documents

Flight Change

How to determine if a flight change has occurred?

How to apply for rescheduling?

How to obtain a quote for rescheduling?

What is Atlas's scope for accepting change flight request?

What is the time limit for submitting a rescheduling request?

Post-Booking Ancillary Baggage

Finance

Top-up User Guide

Billing

Invoice Management

Notification

Email List

Notification Subscription

Ticketing Delay Notification

Security

Security & Compliance

Sandbox and Production Credentials Creation via ATRIP

Sandbox Credentials

Production Credentials

Atlas Feature

Email Service

Frequently Asked Questions

Customer Service related FAQs

Features & Content Related FAQs

API Integration related FAQs

Payments related FAQs

Still Need Help?

Submit Request

Terms of Service

Atlas Email Service

Atlas Customer Service Dispute Handling Principles

1. Service Irregularities Definition

2. Compensable Scenarios & Remedies

2.1 Flight Sold Out

2.2 System/Operational Failure

2.3 Airport Ticket Absence (Atlas Liability)

2.4 Service Information Discrepancy

3. Non-Compensable Scenarios & Clarifications

3.1 Ticketing Timeline Disputes

3.2 Flight Change (Rebooking) Disputes

3.3 Refund Fee Disputes

3.4 Disrupted Flights