AirGateway Support Terms
Shopping & Fares
| We can help with | We can not help with |
|---|---|
| ✅ Support on how to obtain known special fares in BP using Presets | ❌ Support on Airline NDC Portals (SPRK, IAG Portal, etc) |
| ✅ Support on comparison of NDC Fares on the Airline NDC Portal to NDC Fares in BookingPad | ❌ GDS/EDIFACT or Airline Websites, other OTAs/metasearch to NDC comparisons |
NDC Servicing Actions
| We can help with | We can not help with |
|---|---|
| ✅ Accessing to our Agent Desktop / login problems (Bookingpad) | ❌ Access to Airline-owned NDC Portals (SPRK, IAG Portal, etc) |
| ✅ Support on comparison of NDC Fares on the Airline NDC Portal to NDC Fares in BookingPad | ❌ GDS/EDIFACT or Airline Websites, other OTAs/metasearch to NDC comparisons |
| ✅ Guidance on how to perform servicing actions on bookings (More details here) | ❌ What can be done on bookings on Airline NDC Portals (SPRK, IAG Portal, etc) |
| ✅ Provide live assistance on how to perform servicing actions on NDC bookings. | ❌ Perform servicing actions on bookings |
| ✅ Provide airline NDC Helpdesk contact details. (More details here) | ❌Contact the airline to request servicing actions on the bookings |
Airline Disputes (ADMs, refunds, etc)
| We can help with | We can not help with |
|---|---|
| ✅ Doing a quick tech analysis to determine what is the root cause of the problem and its responsibility | ❌ We cannot initiate or manage a dispute on behalf of the agency. This must be done via BSP. |
| ✅ Providing the relevant XML traces and evidence to the agency so that they can run a BSP dispute | ❌ We cannot chase the airlines to provide a solution to a dispute in any direction |
Updated on: 12/03/2024
Thank you!