Direct Customer Call or Trade Booking where there is

an issue with an ancillary product or its payment

Was the call answered?

Yes No

ONLY speak to a named person in the PNR If you leave a voicemail, ONLY
• Passenger include the following -
• Payment card holder • Name of the Person you are calling
• Nominated 3rd party • Your Name
• Parent or Guardian of UMNR (Openskies & Comair only) • Company & department
• Contact Number

Continue Validation

Record the Details as Remarks in the PNR

• Passengers Name you were trying to Contact
Validate 2 from the following • Time of call
• Passport Number (From APIS) • Details of why calling
• Passport Expiry Date (From APIS)
• Last 4 digits of Payment Card provided at time of
booking
• Billing Address provided at time of booking
• Original Email address provided at time of booking
Note –
• You can request customer to update APIS via ba.com to
assist DP Validation process whilst on call if APIS is
required

Confirm Booking Reference

& discuss reason for call

If Validation is Successful If Validation is NOT Successful

Agent can service the booking as per call handling guidelines Record Failed Validation in Remarks and include the
name of the person you are speaking to
Record action taken in Remarks / DP checks cleared and
always include the name of the person you are speaking to

If payment is required, the caller must use their own Payment

Card

V1.1 March 2018