General Information

Issue Description

Additional Information

The regulation states in Section 13.2 – Communication every 30 minutes and in point 2 in the case of a delay, the carrier must communicate status updates to passengers every 30 minutes until a new departure time for the flight is set or alternate travel arrangements have been made for the affected passenger. The procedure below will guide the user / airline in processing the messages to the passengers in a bulk notification method.

Action Required

The airline will be able to use the Bulk Itinerary Generator to email out the new passenger itinerary, with the delayed (updated departure) time. This will be in the itinerary flight time description.

This tool also allows the user to add email text to the body of the email to further describe the action taken on the delayed flight so that the passenger is aware and up to date with their flight.

For the sake of this Customer Service Bulletin we will assume that the flight has already been delayed and updated via the Flight Watch screens in ameliaRES.

To begin the process, go into the Bulk Itinerary Generator by going to: Operations → Bulk Itinerary Generator

This will open up the following screen:

1. Select the To and From dates that the affected flight operated. If it is only a single day operation, the From and To dates will be the same.
2. Click the Find Flights button once you have selected the From and To dates.
3. All of your airline's flights will display in the Available Flights section. Select the applicable flight(s) and then click the single arrow to move them over to the next section.
4. The flights that you have selected in section 3 will be moved over to the Selected Flights section. Only these flights will be processed.
5. Leave the Bulk Email radio button selected.
6. This section will default to values of the Business Rules that enable your Itineraries. In this case, 'Summary' has been auto-selected. You can select any of the other options by clicking the applicable radio button.
7. This section will default to values of the Business Rules that enable your Itineraries. In this case, 'Embedded Itinerary' has been auto-selected. You can select any of the other options by clicking the applicable radio button.
8. 'Include Terms' is auto-selected. If you wish to disable this to send a shorter email to your passenger, simply uncheck this box.

In this example, 20JUN2019 has been selected and flight 1Q271 is the only flight that needs to be actioned. 'No Figures' and Itinerary sent as PDF' have been selected; 'Include Terms' has been deselected.

Once this has all been selected as per the airline's SOP, click on the Email button.

The following screen will appear:

1. This box is where you can enter free-flow text to describe to the passenger(s) what actions have been taken regarding the delayed flight.
2. OK – will begin the process of sending the itineraries to each customer that has entered an email address in ameliaRES. The free-flow text will be included in the body of the email.
3. No, Thanks – will simply send the itineraries with nothing noted in the body of them email.
4. Abort – this will cancel the operation and take you back to the previous screen.

Example:

Click OK and the following will response will pop up:

This will signify that the process has been completed. You may close the screens.