IATA introduces new rule for agents
The International Air Transport Association (IATA) has introduced a new rule for agents when booking flights from the beginning of next month.
According to IATA’s Resolution 830d regarding reservation solutions for accredited agents, an agent “must actively ask each passenger whether they wish to have their contact details (phone number and/or email) provided to airlines participating in the itinerary for the purposes of contact in an operational disruption”.
The resolution says the agent must ensure the passenger’s consent is obtained in compliance with any data protection directives or regulations.
“Where the passenger wishes to have their contact details provided to airlines participating in the itinerary, the agent must enter it in the Passenger Name Record (PNR), while maintaining compliance with all applicable data protection directives and regulations,” it says.
In the event that the passenger exercises his or her right not to provide their contact details, IATA has ruled that it is up to 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 agent must actively advise the passenger that they may not receive information from the airline relating to flight cancellation or schedule changes (including delay in departure),” the resolution states.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
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With so much travel being booked online, how is this meant to apply to travellers who do not have any interaction with a consultant during the booking process? It is perhaps a little antiquated of IATA to assume that every air booking is made with a human and not a robot, OBT or via AI?