Action plan for GMTour downtime 8-11 July
As you may have known, GMTour (our primary wholesaler in TH) will be having planned downtime on 8-11 July. This is a summary of the actions that we need to take to prepare for the downtime, as well as the action plan during the downtime itself.
Details of planned downtime
- Start: Friday 7 July 2017, 23:59 GMT+7
- End: Tuesday 11 July 2017, 09:00 GMT+7 (expect delays in service during the morning)
- Affected operations: All (ticketing, void, refund, revalidation, all email/call communications; applies to both IT systems and manual agents)
Preparation plan before downtime
- Inventory & TDM
- Test Charal PCC issuance - Inventory (@andhika)
- Confirm Charal operational availability & capacity during the dates as it is a holiday period (@v-narissara)
- Confirm maximum expected ticketing load that Charal is able to handle (@v-narissara)
- Confirm airline refund policy during the holiday period of 8-11 July (@v-narissara)
- Operations
- Allocate additional resources to support TH Ops to issue TG domestic flights using Amadeus E-Direct. Details below. (@novia @juwita @vanida @napasanan)
- Share specific commands for ticketing TG domestic flights using Amadeus E-Direct (@napasanan)
- Marketing
- Compare & sanity check between commission tables between Charal and GMTour (Anton & Hariawan)
- Finance
- Prepare treasury & reconciliation readiness for the following fulfillment IDs: (Oky, Ricky, Nid)
- abacus_19ED (Charal Tours)
- amadeus_BKKIQ34AB (Thai Airways E-Direct)
Operation plan during downtime
- For GDS excluding TG, we will use Charal as the supplier.
- Charal uses auto-issuance (Sabre TicketExpress) for flights out of BKK.
- According to Charal, the average success rate of their auto-issuance is 70%.
- Queue number for issuance: 391
- Between 9am-10pm, Charal staff will be available to assist with manual ticketing operations (TBC)
- Between 8pm-9am:
- If flights need to be manually issued and the flight can wait, Ops should inform customer that their issuance would be delayed until the morning.
- If the flight cannot wait until morning, then Ops should issue using an alternative PCC. Traveloka shall absorb the price difference.
- Expected 120 bookings that need to be issued per day between 8pm-9am.
- Out of 120, 60% are from BKK, 70% of which should be auto-issued.
- This leaves an estimated ~70 bookings which would need to be manually handled (either by telling pax to wait or issuing using another PCC).
- For TG international flights, we will use TG e-Direct (Abacus T8E8)
- This is the same procedure that we use in normal production anyway, so no special action is needed here.
- For TG domestic flights, we will use TG e-Direct (Amadeus)
- Our machine is able to book with the eDirect OID but not auto-issue. As such, Ops will need to manually issue tickets using Cryptic.
- TH Ops team is currently understaffed to handle TG domestic on their own - needs support from ID Ops.
- @novia, @juwita, @vanida: please coordinate the necessary resources to handle the load.
- TG domestic on Amadeus e-Direct uses specific additional commands for issuance. @napasanan is the one who has been trained by Amadeus to do so.
- @napasanan please share the instructions for ticketing TG direct to ID Ops team.
- Expected up to 160 bookings per day for TG domestic that need to be manually issued.
- Projected hourly volume:
08-Jul 09-Jul 10-Jul 11-Jul
00:00 3 3 4 5
01:00 3 1 2 4
02:00 2 0 0 3
03:00 0 0 0 0
04:00 0 0 2 0
05:00 0 1 0 0
06:00 0 0 1 0
07:00 1 4 1 4
08:00 6 7 3 4
09:00 8 12 4 11
10:00 6 7 7 7
11:00 9 16 8 7
12:00 12 11 6 8
13:00 6 5 12 8
14:00 6 7 5 6
15:00 12 13 3 9
16:00 9 4 6 4
17:00 5 3 8 11
18:00 12 5 12 9
19:00 9 8 4 16
20:00 11 13 5 6
21:00 16 11 4 14
22:00 14 3 4 4
23:00 8 11 4 12