Global Distribution System (GDS)/Computerised Reservations Systems (CRS) Booking Policy of SriLankan Airlines Limited

Global Distribution System (GDS)/Computerised Reservations Systems (CRS) Booking Policy of SriLankan Airlines Limited

Dear Travel Partner,
SriLankan Airlines Limited (hereinafter referred to as “SriLankan Airlines” or Airline) in its efforts to reduce distribution costs and minimize the unproductive costs associated with the distribution of its product and services has developed a Global Distribution System (GDS) / Computerised Reservations System (CRS) booking policy. This policy is in line with industry practices and is intended to improve the efficiency while containing cost increases generally caused by improper GDS/CRS booking practices.

Booking and ticketing practices that result in unnecessary distribution costs and inventory spoilage are termed as GDS misuse or violations. These processes result in excess GDS fees and account for a significant percentage of the airline’s overall distribution costs. Hence SriLankan Airlines shall monitor all transactions to identify booking abuses and practices which are not in line with this policy.

This policy applies to all GDS/CRS subscribers including travel agents (IATA & Non-IATA; Domestic and International) and any person or entity accessing SriLankan Airline’s internal reservation system content via the Internet or any other electronic means. It is the responsibility of the GDS/CRS subscribers to ensure that all of its employees, agents and sub-contractors, in all of its locations are familiar with this policy, including any future updates which shall be communicated via similar circulars.

All GDS/CRS subscribers shall make every effort to comply with these policy guidelines.
The SriLankan Airlines Channel Management Team is available to address any specific questions or concerns of the subscribers arising out of this policy.
The terms and conditions of this policy and its associated practices and procedures are subject to change at any time upon immediate notice by SriLankan Airlines through a similar circular.

  1. Inactive segments
    1.1 When a reservation is affected by a schedule change, ticketing time limit action, flight cancellation or any other circumstance, SriLankan Airlines sends a notification directly to the original booking agent’s GDS queue. A Travel Service Provider shall take appropriate and timely follow up actions on this queue to ensure that all inactive segments such as UN, NO, HX, WK, WL, or WN etc. are removed from the active Passenger Name Record (PNR) at least 26 hours prior to departure of the flight.


    Follow up actions by the Travel Service Providers are also required for all unnecessary segments in PNRs with the status codes: UC, US and DS.
  2. Waitlist
    2.1 Travel Service Providers shall not repeatedly create waitlisted bookings, since these do not increase chances of a confirmation and only result in higher booking volumes and increased GDS fees for SriLankan Airlines.


    Travel Service Providers shall ensure all waitlisted bookings are removed from the active PNR at least 26 hours prior to departure.
  3. Churning and Cancellation of Bookings
    3.1 Travel Service Providers shall not repeatedly create waitlisted bookings, since these do not increase chances of a confirmation and only result in higher booking volumes and increased GDS fees for SriLankan Airlines.Travel Service providers shall avoid repeated cancelling and re-booking of the same or different flights, class, date or routing (known as churning) to circumvent ticketing time limits and avoid excessive cancellations. Travel Service providers engaged in such activity shall be deemed to be engaged in unnecessary segment increase to reach productivity targets or for any other that leads to unreasonably high booking/cancelling volume resulting in higher GDS fees for the Airlines


    Churning also includes when agent repeat rebooking of segments cancelled by SriLankan Airlines, repeated booking and cancelling segments within the same PNR or across PNRs and within the same GDS or across GDS or any other distribution system where SriLankan Airlines content is made available.


    The above practice is strictly prohibited and if identified shall be invoiced on per passenger per segment basis if the churning are done Eight (08) or more times in one PNR or across different PNRs resulting in totally inactive segments (zero segment count) .
  4. Duplicate booking / dupe segments / alternative segments for the same passenger:
    4.1 Booking passengers on multiple flights or in multiple classes’ increases GDSbooking fees for the Airline and lead to spoilt inventory. All duplicate bookings generated by a single Travel Services Provider are prohibited, including:
    • Multiple itineraries for any number of passengers with the same passenger names, whether identical itineraries or not
    • Reserving one or more seats on the same flight or different flights for the same flight frame, regardless of the class of service or format used to make the reservation.
    • Additionally, creating a reservation where it is locally impossible to be used on each segment created across one or more PNRs or GDS is not permitted.
  5. Fictitious/speculative bookings & ticket numbers
    5.1 Holding onto SriLankan Airline’s inventory until a passenger or ticketing opportunity arises increases the Airline’s booking fees and reduces the availability of SriLankan Airlines product. Travel Service Providers shall the GDS only when it relates directly to a passenger’s request or intention to purchase a ticket.


    Creating segments, passive or active, or a combination of both, to meet GDS productivity targets is a breach of standard industry procedures. This includes the ticketing of duplicate space from one GDS to another to fulfil booking requirements and gain GDS incentives.


    Inputting fictitious ticket numbers to hold a booking leads to a reduction of availability of SriLankan Airlines product. Eliminating fictitious or speculative bookings will free up seats in customer’s preferred class of service while reducing unnecessary GDS costs to SriLankan Airlines. Travel Service Providers shall refrain from making reservations with fictitious names, or entering false ticket numbers. Bookings which contain fictitious names or ticket numbers will be screened by SriLankan Airlines. Once identified, such a booking is subject to automatic cancellation and a fee, as per the fee structure listed under consequences for policy violation.


    The use of fictitious ticket numbers, passenger names, or providing any false information is considered a serious violation of this policy and subject to severe penalties including the withdrawal of ticketing approval from SriLankan Airlines.
  6. Block Space by Individual Bookings:
    6.1 Blocking space by means of many separate individual bookings instead of the established group procedure is prohibited. Such bookings are subject to immediate cancellation without prior notification.
  7. Passive bookings
    7.1 An acceptable passive segment is entered into a GDS for the purpose of ticketing. It must match an existing booking in SriLankan Airlines internal reservations system. The use of mismatched segments to issue tickets, or to generate false confirmation is strictly prohibited.


    Industry standards require that passive segments be used "for the purpose of ticketing" only after a booking has been made in an airline’s inventory system. SriLankan Airlines does not allow passive segments to be used for other reasons, including but not limited to:
    a. Satisfying GDS productivity requirements,


    Circumvent fare rules,


    Fulfil administrative functions.
    If a passive segment is rejected by SriLankan Airlines then the passive segment should be cancelled immediately by the Travel Service Provider following compliant usage in order to avoid unnecessary fees from SriLankan Airlines.


    Passive segments are not permitted against live booking on the same GDS system and across different GDS systems by the same Travel Service Provider.


    GDS subscribers shall utilize auxiliary segments or non-billable status codes to produce invoices for itineraries or for other administrative or accounting purposes. By no means does SriLankan Airlines support GDS/CRS usage for this purpose, and further reserve the right to invoice for those segments which cause segments fees as a result.


    Travel Service Providers shall indemnify SriLankan Airlines and be responsible for any inconvenience that their passenger may experience at the airport due to holding an OK ticket that was issued using a passive booking, this shall include all denied boarding charges and any and all expenses that may become due as a result.
  8. Training/Test bookings
    8.1 Travel Service Provider is authorised to create test or training PNRs only in the training mode of a GDS provider. Reserving live inventory in SriLankan Airlines reservation system for the purpose of training and or testing purposes is strictly prohibited. The Airline reserves the right to recover all costs associated with the loss of inventory and associated segment costs from the Travel Service Provider.


    Test bookings shall by no means be used for the purpose of itinerary pricing. Pricing transactions are available for all pricing requirements and it is the responsibility of the agency to provide its personnel the necessary training to foster the use of those transactions.
  9. Unproductive Transactions (Excessive Transactions)
    9.1 Transactions by performing excessive availability display functions shall create additional costs to the Airline. Every effort should be made by the Travel Service Provider to reduce the excessive transactions being generated to the Airline. If the excessive transactions made by a Travel Service Provider increases in an unacceptable manner, the Airline will notify the Travel Service Provider and may elect to terminate access to the Airline’s inventory from all GDS systems and other booking systems.


1. Damages

1.1 SriLankan Airlines reserves the right to hold the Travel Service Provider responsible and liable for any losses and damages due to any violation of this policy by the relevant Travel Service Provider.

Fee Structure applicable for violation of policy



Inactive Segments (HX/UN/NO/UC/US segments etc.)

USD 5 per Passenger / Per Segment

Churning with the sole and clear purpose of speculating

As per the applicable GDS cost per passenger per segment

Duplicate Booking, dupe segments / alternative segments for the same passenger:

USD 5 per Passenger / Per Segment

Fictitious/speculative bookings & ticket numbers

USD 5 per Passenger / Per Segment

Invalid Ticket number

USD 5 per Passenger / Per Segment

Training & Test Bookings

USD 5 per Passenger / Per Segment

Administration Charge

USD 10 per ADM

2. Loss of Access/Termination

2.1 SriLankan Airlines reserves the right to block any travel service provider's access to view, book or ticket SriLankan Airlines inventory in case of non-compliance of this policy.

2.2 SriLankan Airlines further reserves the right to cancel any un-ticketed PNRs of travel service providers who have been identified as non-compliant to this policy.

Channel Management Team
SriLankan Airlines Limited
Revised Policy: Effective 01 September 2016