SSR Codes for Customer Contact Due to Schedule Irregularity

(IROPS)

American is committed to contact and advise our customers of any flight changes due to schedule
interruptions which occur within the operational window of 72 hours prior to departure. This allows our
customers to arrive ‘ready-to-board’ at the airport and ensures a better customer experience. Without
customer contact details, American is unable to contact and advise our customers within the operational
window, and customers are not being informed about changes to their flights. Therefore, American
supports the amendment to Resolution 830d effective June 2019. This amendment requires agencies to
provide these important contact details, thus enabling a better travel experience for our mutual
customers.

Details and formats regarding this new required documentation are referenced below.

The following SSR codes are for customer contact information during a Schedule Irregularity (IROPS)
situation:

• CTCE – customer email address

• CTCM – customer mobile phone number
• CTCR – customer refuses to provide contact information

GDS formats are provided below for the new SSR fields: Note, for any other GDS’s, please contact your
GDS Help Desk.

CTCE customer email addresses information:

Format
CTCE/(Email Address)-(Name Assoc.)
CTCE/(EMAIL ADDRESS)/(language code)-(Name
Assoc.)
CTCE(segment number)/(Email Address)-(Name
Assoc.)
CTCE(A for all)/(Email address)-(Name Assoc.)
Example
CTCE/JOHN.SMITH//AOL.COM-1.1
CTCE/MARY.CHAN//AOL.COM/EN-1.1
CTCE2/JOHN.SMITH//AOL.COM-3.2
CTCEA/JOHN.SMITH//AOL.COM-2.1

CTCM customer mobile phone number information:

Format Example
CTCM/(Phone Number)-(Name Assoc.) CTCM/1223344444-1.1
CTCM/(Phone)/(Language Code)-(Name Assoc.) CTCM/1234455555/DE-1.2
CTCM(Segment)/Phone)-(Name Assoc.) CTCM1/1223344444-1.1
CTCMA(A for all)/Phone)-(Name Assoc.) CTCMA/1223344444-1.1
CTCR customer refused to provide contact information:

Format Example
CTCR/REFUSED TO PROVIDE CTC INFO-
CTCR/(Free Text)-1.1 1.1
CTCR/(All Segments)/(Free Text)-1.1 CTCR/REFUSED-1.1
CTCR(Segment)/(Free Text)-(Name Assoc.) CTCR1/REFUSED TO GIVE CTC INFO-1.1

If you have any questions regarding proper formatting, you may contact your GDS Helpdesk. More
information with regards to this amendment and what it means to the agency community can be found on
the FAQ document included in the May 2019 copy of the Passenger Agency Conference Resolution
within the Travel Agent’s Handbook.

Updated: November 2021