Process Automation of Perfect PNR Process

Manual processing of approximately 15K PNRs per month was managed by a dedicated large team of business users, they were involved in updating PNRs with Agents information and this process was continuous as it was also mandatory to capture this information in issuing a PNR for airline ticketing. The process required about 10 minutes per booking id to update and was also an error prone process.

Business Challenges

• Data Entry Errors: Manual data entry errors during entry in the Group Sales application and in Sabre, while data had to be matched and also verified in the entry process.
• Inefficiency: Manual pre-checks of a PNR in Sabre and Group Sales application before updating the PNR are time consuming, as multiple data fields had to be validated before the final entry was approved.
• Lack of Visibility: Business users did not have much visibility in the status of PNRs this also impacted the agents as they awaited conformation to end clients. Status of PNR was a crucial part of the booking process and led to poor agent experience.

Solution Highlights

• The AHT has been reduced to 1 minute with the implementation of Sabre APIs for checking the PNRs.
• The process uses graphical API to send the notification email to the business.
• All Personally Identifiable Information (PII) involved in the process is excluded from logging and handled in encrypted form to ensure data security.
• Contracts are automatically downloaded, with key information extracted through OCR technology and subsequently used to update the PNR information.
• The downloaded files are removed from the system to optimize the space on file servers.

Business Outcome

Transaction time reduced from 5-7 minutes to 52 seconds, resulting in 80–95% reduction in manual effort and 90% elimination of repetitive data entry. Accuracy improved from 85% to 99%, ensuring faster, reliable, and consistent. The SLAs improved significantly and management teams had good visibility in the status of the process.