Flight (Non-SBT Online) Booking Request

Flight (Non-SBT Online) Booking Request

• Initial Processing
  • Freshdesk ticket is assigned and accepted within 90 seconds.
  • Review the ticket and copy the Trip ID.
  • Search for the Trip ID on internal systems (Google Groups, Booking Alerts).

• Identifying SBT Failure & Manual Eligibility
  • Determine the reason for SBT failure.
  • Refer to the appropriate playbook for technical issues.
  • Confirm if the trip qualifies for manual booking.
  • Identify the vendor source (Options Travel or Priceline).

• Vendor-Specific Processing

  • If the vendor is Options Travel:
    • Create a Passenger Name Record (PNR) on the Global Distribution System (GDS).
    • Issue the ticket.
    • Update Membership Details/FFN/TSA as needed.
    • Create the voucher and generate the PRID.
    • Access the “send voucher” page, attach the voucher, and complete the Booking MIS.
    • Draft and send the confirmation email.
    • Update Freshdesk case notes, update the US Production Tracker, and process payment validation and service fee charge.

  • If the vendor is Priceline:
    • Create the booking on the Priceline white-label platform.
    • Update Membership Details/FFN/TSA where applicable.
    • Create the voucher and generate the PRID.
    • Access the “send voucher” page, attach the voucher, and complete the Booking MIS.
    • Draft and send the confirmation email.
    • Update case notes, update the US Production Tracker, and validate the client’s payment mode before charging the service fee.