I ATA has mandated that agents must now ask passengers for their permission to share contact details with airlines. In cases where a passenger does not grant consent, the agent is now required to insert that refusal into the PNR. This is a new resolution in Iata’s updated Travel Agent’s Handbook, the new amendments to which came into effect on June 1. Agents have raised concerns about the process under which this resolution has been developed. David Pegg, md of Sure Viva Travels, told TNW: “Having spoken to people within the agent community, this has been presented to agents as a fait accompli. In other words, Iata has made the change with no consultation to the industry. Iata’s Agent Passenger Joint Council exists to debate changes to resolutions like this, but there has been no debate with the industry about this.” Resolution 830d – reservations procedures for agents – has been on Iata’s books since 2014 but has now changed what was a recommended step to a mandatory one. The resolution states: “To be able to advise passengers of irregular flight operations and disruptions Members and BSP Airlines need to have sufficient contact details available to proactively contact the passengers. Consequently the Agent should provide contact details on behalf of the passenger by entering in the Passenger Name Record (PNR), the passenger’s mobile phone number and email address, while maintaining compliance with all applicable data protection directive and regulations. Contact details should be entered in the PNR in compliance with the Resolutions governing reservations procedures. Members and BSP Airlines shall use these contact details exclusively for the purpose of operational notifications, e.g. flight cancellation, schedule change, etc. and shall not use the contact details for sales and marketing purposes. “In the event the passenger exercises his or her right not to provide contact details it is incumbent on the Agent to indicate that the passenger has declined to provide such details, and to enter the refusal in the PNR to limit any statutory liability. In such a case, the passenger shall not be provided information relating to flight cancellation or schedule changes (including delay in departure).” David is also concerned that this new mandatory ruling adds to the workload of agents for no remuneration. Agents have also raised concerns that they do not have direct contact with every passenger, often booking groups at a time or via a secretary or travel buyer. This new resolution could
potentially create much more administrative work for agents in order to get consent from passengers. Industry consultant, Robyn Christie, of Just Saying, says agents can see this as a way to foster a better relationship with their clients. Robyn suggests that agents, while asking for passengers’ consent, also remind the client of the agents’ role and value in the travel process. “Agents can say to clients that they are here to ensure travel runs smoothly; they will be the client’s point of contact for any issues during the trip.” Robyn also suggests that this is an opportunity for agencies to capitalise on their existing mobile app technology. “If the agency’s app is constantly updating the passenger on flight information, they remain foremost in the client’s mind.” However, David also raises the concern that this could become a way for airlines to begin direct marketing to customers. “Airlines are trying to get direct business and my biggest concern is that this will now be used to further the airline’s direct business.” Agents have already received communication from some airlines regarding the resolution change. In one case, the airline says that failure to comply with the resolution will result in “appropriate action” by the airline. Asata is preparing its response to this resolution change.
