Disruption Handling

SANDBOX ENVIRONMENT

For testing purposes, this feature will only be available via our Sandbox environment. If you would like access to this environment please fill in the form here
You are only able to register for the Sandbox if you already have access to the test (pre-live) environment as you will need you Client Mashery Key.

Why do we need Disruption Capability?

British Airways offers its customers the option to purchase flights up to 365 days in advance of the travel date. Within this period many things can happen commercially and operationally that result in involuntary changes to a customer booking. e.g. the commercial planning of a seasonal schedule has not been finalised, British Airways may not operate a flight for the full-season or decides to use a different aircraft than originally planned. Involuntary changes may also result from a disruption of service due to bad weather conditions, strikes, technical problems or security issues.

As British Airways is now insourcing distribution capability it is responsible for the handling and notification of involuntary changed indirect bookings via New Distribution Capability.

What is Disruption Capability?

It is an improved Complex Servicing Capability, allowing BA NDC connected travel agents to handle involuntary changes to their NDC bookings. This will include the ability to accept an alternative flight option or search between different flight options when an involuntary change has taken place.

Scope

The channels and applications which are in scope of this project are those that support the servicing of NDC bookings and support disruption notification messaging for NDC bookings:

Enable the servicing of involuntary changed bookings via NDC APIs
Notify travel agents of any involuntary change made to an NDC booking via NDC APIs

The functionality should be available for any agent type, fare products and journey types available via British Airways NDC APIs. All legal and relevant terms and conditions must be visible to the customer in all APIs in scope.  Any information must be GDPR compliant.

Scenario	OrderChangeNotification Notification	OrderView	Accept	Reshop	Cancel (Manual Cancellation)
Cancellation (inside 72 hours) without alternative (BA Prime)	LIVE	LIVE		LIVE	LIVE
Cancellation (inside 72 hours) with alternative (BA Prime)	LIVE	LIVE	LIVE	LIVE	LIVE
Cancellation (outside 72 hours) without alternative (BA Prime/BA codeshare)	LIVE	PLANNED	PLANNED	PLANNED	PLANNED
Cancellation (outside 72 hours) with alternative (BA Prime/BA codeshare)	LIVE	PLANNED	PLANNED	PLANNED	PLANNED
Schedule time change > 10 min	LIVE	OUT OF SCOPE	OUT OF SCOPE	OUT OF SCOPE	OUT OF SCOPE
Schedule time change < 10 min	OUT OF SCOPE	OUT OF SCOPE	OUT OF SCOPE	OUT OF SCOPE	OUT OF SCOPE
Held booking (Unticketed booking)	PLANNED	OUT OF SCOPE	OUT OF SCOPE	OUT OF SCOPE	OUT OF SCOPE

How do I register for OrderChangeNotif?

To subscribe for for OrderChangeNotif please visit the following link on the NDC Comms Hub.

https://ndc.ba.com/nnotif/register

NDC-SDM Test Tool Webservice

Sublive Disruption Manager (ndc-sdm) provides Travel Agents the ability to disrupt the bookings they have created in order to receive the OCN. BA will send the OrderChangeNotif message to Travel Agents/Service Providers who have subscribed to receive these messages.

NDC to provide a new API for any agent who wish to test the end to end disruption process - by disrupting the orders they have created, re-accommodating passengers and receiving order change notifications. Agents can access the API via Sandbox or their own tool to carry out testing of NDC API's. This requirement extends the features available in the NDC Booking tool to include:

Disrupt the Orders, they have created - Re-accommodating a customer to a different flight

Please click here for the full technical specification

If you are not able to build this tool yourselves, we have implemented the tool in our NDC Communications Hub. Please follow the link to our NDC Notification Testing Tool

Disruption Servicing Scenarios

Please refer to the following diagram which shows what Disruption Servicing can be expected for various scenarios.

Process Flow

Disruption Indicator

The following APIs will be affected by this functionality

OrderChangeNotif (Optional/If Subscribed) Click here to subscribe
OrderRetrieve V2 (RELEASE - V0.3 TO RETURN DISRUPTION HANDLING ACTIONS)

ACCEPT

The following APIs will be affected by this functionality

OrderChangeNotif (Optional/If Subscribed) Click here to subscribe
OrderRetrieve V2 (RELEASE - V0.3 TO RETURN DISRUPTION HANDLING ACTIONS)
OrderChange (V1 OR V2 - Accept Involuntarily Changed Flight)

CHANGE

The following APIs will be affected by this functionality

OrderChangeNotif (Optional/If Subscribed) Click here to subscribe
OrderRetrieve V2 (RELEASE - V0.3 TO RETURN DISRUPTION HANDLING ACTIONS)
OrderReshop V2 - (Involuntarily Changed Booking - Reshop)
OrderChange - V1 OR V2 (Rebook Involuntarily Changed Booking)

CANCEL

The following APIs will be affected by this functionality

OrderChangeNotif (Optional/If Subscribed) Click here to subscribe
OrderRetrieve V2 (RELEASE - V0.3 TO RETURN DISRUPTION HANDLING ACTIONS)
OrderReshop - (Refund Quote)
OrderCancel - RELEASE - V0.3 17.2 CANCEL AND REFUND FOR INVOLUNTARY BOOKINGS

Versioning and Release Plan

Version	Description	Release Status	Pre-Live Date	Live Date
0.1	17.2 OrderRetrieve and 17.2 OrderChange See (Release Note) OrderRetrieve 17.2 – Version 2 The new capability has been added to OrderRetrieve 17.2 (Version 2) to return disruption related information (see in scope disruption events) if the requested booking is affected, and action is required. The service will show a Disruption Indicator plus return the follow up actions available free of charge to the agent to handle the disrupted booking. These actions include: ACCEPT – This action will be returned if BA has rebooked the passenger to an alternative flight. This is the option to ACCEPT the change by using OrderChange 17.2. RESHOP – This action provides the option to Reshop for other available flights instead of accepting the change presented. This was previously unavailable via API but the service is now available. CANCEL – This action provides the option to cancel their booking free of charge and request a refund. This was previously unavailable via API but the service is now available. Call Airline – This action will be returned if BA NDC cannot support any follow-up action online to handle the change. Instead, services such scenarios can be done by calling BA Contact Centre. In Scope disruption events: Cancellation (inside 72 hours) without alternative flight Cancellation (inside 72 hours) with alternative flight Cancellation (outside 72 hours) without alternative flight Cancellation (outside 72 hours) with alternative Not Supported: Any Schedule Change Cancellation (outside 72 hours) with alternative OrderChange17.2 – To ACCEPT the change by Airline The OrderChange17.2 (Version 1 or 2) has been provided with a feature to allow the Travel Seller to pass the acceptance if they are happy with the alternate flight provided by airline in case of disruption.	UPDATED	05 Dec 2019	05 Dec 2019
0.2	17.2 OrderChangeNotif See (Release Note) The new capability provides push notifications to inform Travel Sellers of involuntary changes to Orders. BA will send the OrderChangeNotif message to Travel Sellers who have registered and connected their live endpoints to receive these messages. The OrderChangeNotif will be sent for the following disruption events: Cancellation (outside 72 hours) Schedule change Flight Time change Date Change Route Change Aircraft Change Cabin Change Flight number change Carrier change Re-accommodation for Operational cancellation Re-accommodation for Delays For the following scenarios, Seller Follow Up actions are also provided: Cancellation (inside 72 hours) without alternative Cancellation (inside 72 hours) with alternative Cancellation (outside 72 hours) without alternative Cancellation (outside 72 hours) with alternative Re-accommodation for Cancellation (outside 72 hours) These actions may include: ACCEPT – This action will be returned if BA has rebooked the passenger to an alternative flight. This is the option to ACCEPT the change by using OrderChange 17.2. RESHOP – This action provides the option to Reshop for other available flights instead of accepting the change presented. CANCEL – This action provides the option to cancel a booking free of charge and request a refund. This was previously unavailable via API but the service is now available. Call Airline – This action will be returned if BA NDC cannot support any follow-up action online to handle the change. Instead, services such scenarios can be done by calling BA Contact Centre. This was previously unavailable via API but the service is now available.	UPDATED	14 Jan 2020	14 Jan 2020
0.3	17.2 OrderChangeNotif and 17 OrderRetrieve V2 (See Release Note) Update to OrderChangeNotif: Cancellation (outside 72 hours) without alternative will now show follow up actions ‘Rebook’ service now available via API so all options (Accept, Rebook, Cancel) are usable via API, where follow up actions are visible Update to OrderRetrieve V2: Disruption indicator now showing for operational (outside 72 hours) cancellations without alternative, and MCT breaches ‘Rebook’ service now available via API so all options (Accept, Rebook, Cancel) are usable via API, where follow up actions are visible	UPDATED	31 Mar 2020 (Only in Sandbox. See top of this page)	31 Mar 2020 (Only in Sandbox. See top of this page)
0.4	OrderRetrieve 17.2 – Version 2 (See Release Note) The new capability has been added to OrderRetrieve 17.2 (Version 2) to return disruption related information for cancellation (outside 72 hours) scenario. The service will show a Disruption Indicator plus return the follow up actions available free of charge to the agent to handle the disrupted booking. These actions include: ACCEPT– This action will be returned if BA has rebooked the passenger to an alternative flight. This is the option to ACCEPT the change by using OrderChange 17.2. RESHOP– This action provides the option to Reshop for other available flights instead of accepting the change presented. CANCEL – This action provides the option to cancel their booking free of charge and request a refund. Call Airline– This action will be returned if BA NDC cannot support online handling of any follow-up action. Instead, such scenarios can be serviced by calling BA Contact Centre. OrderReshop 17.2 Version 2 To RESHOP the itinerary - OrderReshop 17.2 Version 2 has been provided with a feature to allow the Travel Seller to pass the acceptance if they are happy with the alternate flight provided by airline in case of disruption OrderChange17.2 (Version 1 or 2) To ACCEPT the change by Airline -The OrderChange17.2 has been provided with a feature to allow the Travel Seller to pass the acceptance if they are happy with the alternate flight provided by airline in case of disruption. To RESHOP the itinerary - The OrderChange17.2 has been provided with a feature to allow the Travel Seller to pass selected offers and rebook the itinerary if airline doesn’t provide alternate flight after disruption OR if they are not happy with the alternate flight provided by airline in case of disruption. OrderCancel17.2 To CANCEL the booking - The OrderCancel17.2 has been provided with a feature to allow the Travel Seller to CANCEL the booking for free and request a refund.	UPDATED	31 Mar 2020 (Only in Sandbox. See top of this page)	31 Mar 2020 (Only in Sandbox. See top of this page)