RETIREE LEISURE TRAVEL

APPLICATION FAQ
Frequently Asked Questions
Version 1.0
1 Introduction
This document aims to provide answers to commonly asked questions regarding the creation and
management of your Employee Leisure Travel requirements through the Air India – SkyFam
application.

We hope this resource will assist you in effectively navigating and maximizing the benefits of
the new staff travel platform for Air India.

If you are unable to locate the information you seek, please feel free to reach out to the support
team via the service request option provided in the application. Nonetheless, we recommend
going through the document first before reaching out to the support team.

2 Frequently Asked Questions

2.1 Getting Started

2.1.1 How can I gain access to the web application?

To access the Air India SkyFam platform, please use the following link:

https://stafftravel.airindia.com

or

Mobile (web page) https://m.stafftravel.airindia.com

2.1.2 Is it possible to access Air India SkyFam using my mobile device?

Yes, you can use the following link: https://m.stafftravel.airindia.com

2.1.3 Is there a mobile app available for Air India SkyFam?

No, mobile app version is not available, but you may access the mobile application using the
link: https://m.stafftravel.airindia.com

2.1.4 How can I sign up or register to use Air India SkyFam?

If you are a retiree, please use the credentials (username, which is your staff ID, and the
password) provided in your welcome email to log in.
2.1.5 Is a password necessary for logging in?

If you are retiree, please use the provided credentials, from your welcome email to log in.

2.1.6 How can I reset my login password if I forget it?

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 You can reset your password by clicking on 'Forgot Your Password' link provided in Login page.
Enter your username, personal Email-ID and confirm the Captcha on the Forgot password form
to generate and get the temporary password mailed to your personal email address provided.

2.1.7 The login page refreshed after entering my username into the username field.
What could be causing this issue?

This situation might occur during your initial login. Simply wait for the page to load (typically
within 0.5 seconds) and then re-enter your username to log in without any further issues.
Subsequent logins will not require this wait time.

2.1.8 How do I return to the homepage when I am on a different page?

Click on the ‘iFly Staff’ logo on the top-left corner from any page to go back to the home page.

2.1.9 What is the function of the 'Flight' button visible on the homepage?

The 'Flight' option is designed for general flight searches and can be used to identify flights
operating to your preferred destinations. It can be particularly useful during the booking
process when you are searching for specific flights for your travel needs.

2.2 Account and Profile

2.2.1 Following a successful login, what should be my initial actions?

a. Your initial action should involve updating your profile information:

Navigate to My Profile->My Details and ensure the accuracy of your personal and
employment-related data. Please update personal information such as contact details
and passport details in Air India SkyFam.

Other personal data, such as name, date of birth, gender, and employment details, are
directly sourced from HR and should be addressed through HR if any corrections are
needed.

b. Following that, the next step is to register and nominate your beneficiaries.

2.2.2 What is the process for updating my profile information?

To update your profile information, make direct changes to your personal data within the
application. If there are any corrections required for employment-related data, please
contact HR for assistance.
2.2.3 What is the reason for automatically logging me out after a period of inactivity in
the system?

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 If the system has been inactive for a specified duration, you will be forcefully logged out, as a
security measure. Please log in again if you wish to continue.

2.2.4 How do I modify or update my personal email address?

You can update your personal email address by accessing your profile details.
2.2.5 How do I modify or update my personal phone number?

You can update your personal phone number by accessing your profile details.
2.2.6 What is the maximum number of passports I can add?

You can add any number of passports. However, there cannot be more than one passport from
the same country in the system.

2.2.7 What is the reason for selecting a passport for APIS (Advance Passenger
Information System)?

Selecting a passport for APIS is essential because certain countries, such as the U.S.A,
Canada, Guam, etc., have mandated the use of the Advance Passenger Information System
(APIS). APIS necessitates the submission of your passport details in advance before your
travel. Hence, it is imperative to choose the passport that will be used for APIS purposes.

2.2.8 I have made updates to details like passport information or personal email ID, but
these changes are not reflected in my profile. What should I do?

Make sure to click the 'Update' button as well to save the changes to your profile.

2.2.9 How I can I view my travel entitlements?

To view your travel entitlements, go to 'My Profile' and click on 'My Travel Benefits'.

2.2.10 What should be done if entitlements are not being listed in Make Booking or My
Travel Benefits screen?

Please create a New Service Request through Request > Service Requests screen as
mentioned in section 2.5.

2.2.11 Why the Benefits allocated are listed as ‘Pooled’?

This means that all the entitlements are shared among all the recipients, not given separately
to each recipient. It refers to ID00 passages. It is important to note that these are not firm
tickets and are subject to availability and load factors.

2.2.12 Am I allowed to use a different passport for APIS for a specific trip?

Yes, you have the option to select a different passport for a particular trip. However, the default
passport mentioned in your profile will remain unchanged.

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2.2.13 What does it mean when I see a spinner icon under the 'Upcoming Trips' section
on the homepage?

The spinner icon is displayed when the system is in the process of fetching Staff listing
information for your Leisure Travel (SOL) bookings. Once the system has successfully retrieved
this information, the spinner icon will no longer be displayed.

2.2.14 How can I change my password?

You can use the ‘Change Password’ menu option to change your password.

2.3 Using Features and Functions

2.3.1 What is the process for registering a beneficiary?

To register a new beneficiary, please follow these steps:

a. Navigate to the 'My Profile' menu and select 'Beneficiary Details.'

b. Click on the 'Register New Beneficiary' button.
c. Provide the necessary details and click 'Register.'
d. The new beneficiary's details will now appear in the 'Registered List' on the 'Beneficiary
Details' page.

2.3.2 How can I nominate beneficiaries?

To nominate the beneficiaries, the initial step involves registering them.

To nominate, you should choose the desired beneficiaries from the 'Registered List' section in
'Beneficiary Details' and then click the 'Nominate' button.

Alternatively, you can directly nominate a beneficiary by clicking the 'Nominate' button and
specifying the beneficiaries for nomination.

2.3.3 Can I use nick names for beneficiary names?

You should not use nicknames as beneficiary names; they must precisely match the names on
your passport or other official travel documents, including the first name, middle name, and
last name. This is crucial because the tickets issued will reflect the names provided in the
beneficiary details.

Please be aware that name changes are not possible once the beneficiary is nominated.

Ensure that you do not leave the last name field blank or use any special characters if your
travel document includes a last name.

2.3.4 Why is the beneficiary's name on the ticket not matching their passport? This
could be a problem, especially for international travel. What should I do to correct
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 this issue?

When nominating a beneficiary, make sure that the name matches exactly as it appears on
their passport or travel document. You can still make changes to the beneficiary's name after
they are registered. However, once they have been nominated, changes cannot be made until
the next entitlement period.

If a name was incorrectly updated, please create a New Service Request through Request >
Service Requests screen as mentioned in section 2.5 in correcting it.

2.3.5 What is the difference between nominated and registered beneficiaries?

Only nominated beneficiaries are eligible for travel planning, and there is a restriction on the
maximum number of beneficiaries that can be nominated. To nominate, the beneficiaries are
to be registered first. There is no restriction on the number of beneficiaries that can be
registered.

2.3.6 Why is it that I cannot view the beneficiary in the registered list after they have
been nominated?

When a beneficiary is nominated, they will be transferred to the nominated list and
subsequently removed from the registered list.

2.3.7 Is there a maximum limit on the number of beneficiaries I can register?

There is no restriction on the number of beneficiaries that can be registered.

2.3.8 Is there a maximum number of beneficiaries that I can nominate?

Yes, the maximum number of beneficiaries that can be nominated depends on the ‘Employee
Leisure Travel Policy – Air India SkyFam’ (For Retired Employees) policy, which currently allows
for five (5) family members in addition to the employee (self).

2.3.9 Is it possible to modify the nominated beneficiaries at any time?

No, you cannot change the nominated beneficiaries until the next entitlement period.

However, exceptions are made for significant life events like marriage, the birth of a child,
unfortunate demise of a nominated beneficiary. In these cases, new beneficiaries can be
nominated by emailing HR with the necessary information. The Employee Travel Office will
then facilitate the process, allowing employees to replace existing nominees with the new
ones.

Please note that the maximum number of beneficiaries still will be in accordance with the
‘Employee Leisure Travel Policy – Air India SkyFam’ (For Retired Employees).

2.3.10 Is it possible to nominate a new beneficiary once the entitlement period has
already commenced?

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 Yes, if you have not nominated all five beneficiaries, you have the flexibility to nominate
additional ones at any time until the maximum quota is reached.

2.3.11 Is it possible to modify the personal details of a nominated beneficiary?

You can update limited details such as email addresses and passport information for
nominated beneficiaries.

2.3.12 One of my beneficiaries lacks a surname in their passport. How should I input their
name into the system to ensure they encounter no travel-related problems,
particularly when traveling internationally?

If the beneficiary doesn't possess a surname, please input their given name (first name) in the
surname field of Air India SkyFam and designate 'FNU' as their first name. ( FNU is frequently
employed as an abbreviation for "First Name Unknown.")

2.3.13 One of my beneficiaries lacks a first name in their passport. How should I input
their name into the system to ensure they encounter no travel-related problems,
particularly when traveling internationally?

If the beneficiary doesn't possess a first name, please input their first name as 'FNU’ in the
system. (FNU is frequently employed as an abbreviation for "First Name Unknown.")

2.3.14 I have updated my personal information in the HR system. What's the expected
timeframe for these changes to appear in Air India SkyFam?

The data will be updated in Air India SkyFam during the next synchronization between the
systems, scheduled for once a day. Typically, it should be available by 0600 Hrs next day.

For instance, if you update your personal information on October 14, 2023, the data should be
available post 0600 15-October-2023.

2.3.15 What documents are required to submit nominations?

For all nominations, Employees will be required to submit a self-declaration on the Air India
SkyFam platform. Employees may need to furnish proof of their relationship at the discretion
of the Employee Travel Office.

2.4 Staff On Leisure (SOL) Booking

2.4.1 How can I book a Leisure Travel (SOL) trip?

To make a Leisure Travel (SOL) booking, follow these steps:

a. Click on the 'Leisure Travel' menu, then select 'Make Booking.'

b. Choose the entitlement type and select the passenger(s).
c. Select your trip type (One-way, Round Trip, Open Jaw).
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 d. Enter the Origin, Destination, Travel dates, and click 'Search' to see flight options.
e. Choose the onward flight and, if applicable, select the return flight (for round/open-
jaw trips).
f. Verify the itinerary and check fare details.
g. Click the 'Book' button to proceed with the booking.
h. Confirm passenger details and update contact information if necessary.
i. Payment information will be displayed with the payable amount; click 'Confirm' to
proceed to payment.
j. Choose your payment method and complete the payment.
k. Upon successful payment, your booking will be confirmed, and you can view the e-
ticket.
l. Booking details will also be sent to your registered email address, with the ticket
attached.

2.4.2 What payment methods are available for confirming the booking, and what are my
payment options?

You have the flexibility to select from a range of payment methods, including Internet Banking,
Credit Card, Debit Card, UPI, and more.

2.4.3 How do I view/access my current and previous bookings?

To view your current and upcoming bookings, follow these steps:

a. Go to the ‘Leisure Travel’ menu and select ‘Current Bookings.’

Enter the required details and click ‘Search’ to display the matching bookings.
b. The ‘Upcoming Trips’ section at the left side of homepage will list your future bookings,
labelled as 'LT' for Leisure Travel.

2.4.4 How can I make modifications or changes to a booking I have already made?

You can make modifications to an existing booking by following these steps from the 'Current
Bookings' section:

1. Navigate to the 'Leisure Travel' menu and select 'Current Bookings.' Enter the
required details and click 'Search' to locate the trip you need.

2. Double-click on the list item and then click the 'Action' button to manage your
booking. You will have several options available:

a. Cancel and Refund

b. Resend Itinerary Receipt

c. Update Contact Details

d. Change Booking

e. Remove Passengers

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 f. Split PNRs (Passenger Name Records)

You can also use the 'Manage Booking' link displayed in the 'Upcoming Trips' section on the
homepage to access and manage your bookings.

2.4.5 Can I search for leisure travel bookings I've already made?

You can search for to view already made bookings by following these steps from the 'Current
Bookings' section:

1. Navigate to the 'Leisure Travel' menu and select 'Current Bookings.' Enter the
required details and click 'Search' to locate the trip you need.

2. You can search for trips based on PNR Number, Booking Status (Booked, Cancelled,
Partially Ticketed, Ticketed), Travel Dates, Booked Dates, Active Booking only etc.

2.4.6 How can I verify my Onload probability or determine if there is a risk of being
offloaded?

You can check your Onload probability or the possibility of being offloaded through the
following methods:

a. During the booking process, select a flight, and review the 'Staff Listings.' This section
will display staff members already booked on the flight and the criteria used to
determine priority (Onload Priority, Date of Joining, Booking Date).

b. Access the 'Staff Listings' options from 'Upcoming Trips.' This will show staff members
already booked on the flight and the criteria used for priority determination (Onload
Priority, Date of Joining, Booking Date).

c. In the 'Current Booking' section, clicking on the flight number hyperlink will reveal staff
members already booked on the flight and the criteria used for priority (Onload
Priority, Date of Joining, Booking Date).

Furthermore, you can also refer to the load factor smileys to get an idea of the available
vacant seats.

2.4.7 Is it possible to view the number of available vacant seats when booking a
Subload passage on a flight?

No, you will not see the exact number of available seats. Instead, you will see a forecast of
empty seats when selecting flights, the smileys will give a swift visual indication of seat
availability.

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2.4.8 What do the smileys displayed next to the flights indicate when booking a
Subload passage?

The smileys convey the forecast of empty seats, reflecting the probability of seat availability.
The smiley's colour ranges from Green to Amber to Red, indicating the likelihood of empty
seats as high, low, and very low, respectively.

2.4.9 Is the forecast updated in real-time? When is the forecast updated?

No, the forecast is not in real-time; it relies on the daily data feed of bookings received by the
system. In simple terms, the forecast will be one day behind the current date.

2.4.10 What is the 'Staff Listing' option, and how does it help me?

The likelihood of being onboarded onto a flight is determined based on priority, as outlined in
the Employee Leisure Travel Policy – Air India SkyFam. The staff listing for a flight provides
you with a reasonable estimate of your chances of securing a seat on that flight.

2.4.11 Am I guaranteed to have the highest priority for onloading onto the flight if I was
the sole staff member booked when I made the reservation?

This is not always guaranteed because the likelihood of onloading onto the flight depends on
the priority structure defined by the ‘Employee Leisure Travel Policy – Air India SkyFam’ and
‘Employee Leisure Travel Policy – Air India SkyFam’ (For Retired Employees) If another
employee/retiree with a higher onloading priority has also reserved the same flight, your
priority may be lower, and you could be moved down in the priority order.

2.4.12 I have not received the email containing the Leisure travel ticket details, how can I
request it to be resent?

You can make use of the 'Resend Itinerary Receipt' option on the trip details page to have the
booking details resent to your primary email, which is your official email ID.

2.4.13 If I have accidentally deleted the email containing the Leisure travel ticket details,
how can I request it to be resent?

You can make use of the 'Resend Itinerary Receipt' option on the trip details page to have the
booking details resent to your primary email, which is your official email ID.

2.4.14 Is it possible to provide alternative contact information for a trip, different from the
default contact details?

Indeed, you have the option to specify an alternate contact for a specific trip during the booking
process. It is important to note that your default contact information in your profile, which is
your official email ID, will remain unchanged.

2.4.15 Can I book hotel accommodation through SkyFam for leisure travel bookings?

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 No, Hotel booking reservations do not apply to Employee Leisure Travel through SkyFam.
Please refer the policy document 'Employee Leisure Travel Policy – Air India SkyFam’ (For
Retired Employees)' for details.

2.4.16 Will I receive a full refund if I cancel a booking?

For all subject-to-load bookings, you will receive the refund upon cancellation, based on the
applicable cancellation timeline. For partial cancellations, applicable refunds shall be
processed within 15 working days.

2.4.17 I have made the payment, and it seems that the funds have been debited from my
account, but I haven't received the ticket. What steps should I take in this
situation?

In case the ticket is not generated, the refunded amount will be processed within 15 working
days.

To assist us in pinpointing the underlying issue, please submit a report through the
ServiceNow portal with the following information and screenshots if any:

a. Date and time of the transaction.

b. Payment method used.
c. Browser name and version.
d. Specify whether you accessed the web application or mobile site.
e. If using a mobile phone, please provide the make and model of your phone (e.g.,
iPhone 14 Pro).
f. Screenshots of the page where the issue occurred.

2.5 Raising Service Requests

2.5.1 How can I raise any query related my Benefit Entitlement provided in application
or any Policy related clarification'?

You can raise requests to HR using the 'Create Service Request' functionality provided in
system. You need to select the 'Type of Query' as 'Benefit Entitlement & Policy Clarification'
and submit in system after filling mandatory personal details fields, Query Subject and Query
Description provided in the form.

2.5.2 How can I raise any query related to confirmation of boarding for my booked ticket
or related to upgrading my booked ticket'?

You can raise requests to HR using the ''Create Service Request' functionality provided in
system. You need to select the 'Type of Query' as 'Boarding Confirmation & Upgrade' and

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 submit in system after filling mandatory personal details fields, Query Subject and Query
Description provided in the form.

2.5.3 How can I raise any query related to modification of my booked ticket in
application?

You can raise requests to HR using the ''Create Service Request' functionality provided in
system. You need to select the 'Type of Query' as 'Booking Modification' and submit in system
after filling mandatory personal details fields, Query Subject and Query Description provided
in the form.

2.5.4 How can I raise any query related to declaration of new Nominee in application?

You can raise requests to HR using the ''Create Service Request' functionality provided in
system. You need to select the 'Type of Query' as 'Nominee Declaration' and submit in system
after filling mandatory personal details fields, Query Subject and Query Description provided
in the form.

2.5.5 How can I raise any query related to my access to Staff travel portal or related to
password used for accessing the application?

You can raise requests to HR using the ''Create Service Request' functionality provided in
system. You need to select the 'Type of Query' as 'Platform Access and Password Related' and
submit in system after filling mandatory personal details fields, Query Subject and Query
Description provided in the form.

2.5.6 How can I raise any query related to booking a new SOL ticket in the application?

You can raise requests to HR using the ''Create Service Request' functionality provided in
system. You need to select the 'Type of Query' as 'Ticket Booking' and submit in system after
filling mandatory personal details fields, Query Subject and Query Description provided in the
form.

2.5.7 How can I raise any query in the application related to cancellation of a booked
ticket and its refund information?

You can raise requests to HR using the ''Create Service Request' functionality provided in
system. You need to select the 'Type of Query' as 'Ticket cancellation & Refund' and submit in
system after filling mandatory personal details fields, Query Subject and Query Description
provided in the form.

2.5.8 How can I raise any miscellaneous query related to Staff leisure Travel?

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 You can raise requests to HR using the ''Create Service Request' functionality provided in
system. You need to select the 'Type of Query' as 'Other Staff leisure travel policy related
query' if it cannot be categorized under any other 'Type of Query' listed and submit in system
after filling mandatory personal details fields, Query Subject and Query Description provided
in the form.

2.5.9 Can I view the list of Service requests raised by me?

You can view the requests raised to HR using the 'View Details' of the Service Request section
by providing the search criteria of Request raised date/ date range and Type of Query raised.

3 Links

3.1 Application Link:

Website https://stafftravel.airindia.com
Mobile (web page) https://m.stafftravel.airindia.com

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