Special Services Request (SSR) Management
Customer Experience & Loyalty › Customer Experience Operations · 18 L4 steps · 6 phases · 8 decision gates · Updated 2026-03-18 22:08
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Process Flow Diagram (BPMN)
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L4 Process Steps
| Step | Step Name | Role / Swim Lane | System | Input | Output | KPI | Dec? | Exc? |
|---|---|---|---|---|---|---|---|---|
Phase 1 1.1 |
Capture SSR from booking or service channel | Reservations Agent / Self-Service System | Amadeus Altéa PSS | Customer request via call centre, web booking, airport counter, or travel agent GDS | Raw SSR record attached to PNR | SSR capture rate ≥98% of requests received across all channels | N | N |
| 1.2 | Classify SSR using IATA ADRM standard codes | Special Services Coordinator | Amadeus Altéa PSS | Raw SSR record and IATA ADRM SSR code library | Standardised IATA SSR code assigned (e.g. WCHR, WCHS, WCHC, UMNR, MEDA, STCR, BLND, DEAF, BSCT, VGML, EXST) | SSR miscoding rate <0.5% of all SSRs entered | N | N |
| 1.3 | Validate SSR code against passenger record | Special Services Coordinator | Amadeus Altéa PSS | SSR code, PNR, flight itinerary, passenger age and loyalty tier | Validated SSR record or validation-fail alert | Validation completion within 4 hours of SSR capture for standard requests; <1 hour for MEDA cases | Y | N |
Phase 2 2.1 |
Check aircraft equipment compatibility for SSR | Special Services Coordinator | Amadeus SkyMAX | Validated SSR code, assigned aircraft type, cabin configuration | Equipment compatibility decision (e.g. STCR requires aft bulkhead row; BSCT requires bassinet-mount rows) | Equipment conflict detection rate 100% prior to SSR confirmation | Y | Y |
| 2.2 | Assess ground handling resource requirements | Ground Operations Supervisor | SITA Airport Management System (AMS) | SSR code, flight schedule, station staffing roster | Resource allocation plan (wheelchair, ambulift, escort staff, medical oxygen) | Resource pre-positioning completed ≥2 hours before scheduled departure | N | Y |
| 2.3 | Verify regulatory and safety compliance for SSR | Special Services Manager | Amadeus Altéa PSS | SSR type, MEDA form, DOT 14 CFR Part 382 requirements, IATA Medical Manual | Compliance clearance or MEDA medical clearance request issued to CMO | MEDA clearance turnaround <6 hours for standard medical cases; 100% DOT Part 382 compliance audit pass rate | Y | Y |
Phase 3 3.1 |
Confirm SSR and update PNR in Altéa PSS | Special Services Coordinator | Amadeus Altéa PSS | Feasibility approval, compliance clearance, resource plan | Confirmed SSR element in PNR with free-text OSI remarks for crew | PNR update latency <30 minutes from approval; SSR visible in all downstream systems within 1 hour | N | N |
| 3.2 | Broadcast SSR notification to all handling stations | Amadeus Altéa PSS (automated) | SITA Airport Management System (AMS) | Confirmed SSR elements from PNR, flight leg routing | Station-specific SSR notification delivered to each departure and transit station | Notification delivery confirmation rate ≥99.5%; transit station SSR awareness rate ≥97% | Y | Y |
| 3.3 | Send SSR confirmation to passenger | CRM Automation / Reservations Agent | Salesforce CRM | Confirmed SSR details, contact preferences from loyalty profile | Confirmation email or SMS to passenger with SSR summary and pre-travel instructions | Passenger confirmation sent ≥24 hours before departure for pre-booked SSRs; <2 hours for same-day airport requests | N | N |
Phase 4 4.1 |
Generate SSR pre-departure briefing sheet for crew | Operations Control Coordinator | Jeppesen Crew Management | Confirmed SSR list for flight, crew assignment roster | Passenger Special Needs Brief (PSNB) attached to flight pack | PSNB delivery to crew ≥60 minutes before departure; crew acknowledgement rate 100% | N | Y |
| 4.2 | Pre-position special equipment at departure gate | Ground Operations Supervisor | SITA Airport Management System (AMS) | Resource allocation plan, SSR type, gate assignment | Equipment confirmed at gate (ambulift, wheelchair, STCR board, medical oxygen kit) | Equipment pre-positioned ≥45 minutes before boarding; zero gate-delay incidents attributable to missing SSR equipment | Y | Y |
| 4.3 | Review and protect SSR passenger seat assignment | Special Services Coordinator | Amadeus Altéa PSS | SSR code, current seat map, aircraft equipment type | Protected seat assignment with SESL (Seat Especial Service Lock) flag; adjacent seats blocked where required | SSR seat protection applied ≥12 hours before departure; zero involuntary seat moves for SSR passengers | N | Y |
Phase 5 5.1 |
Verify SSR at check-in and issue special boarding pass | Airport Customer Service Agent | Amadeus Altéa Departure Control System (DCS) | Passenger identity document, PNR with SSR elements, APIS data | Verified SSR, special boarding pass (e.g. pre-board marker), updated APIS manifest | SSR verification completion rate 100% at check-in; check-in processing time for WCHC/MEDA ≤8 minutes | Y | Y |
| 5.2 | Coordinate pre-board assistance and boarding sequence | Gate Agent / Passenger Service Supervisor | SITA Airport Management System (AMS) | SSR passenger list, boarding gate assignments, special boarding pass flags | Pre-board completion confirmation; SSR passengers boarded and seated before general boarding | Pre-board completion ≥10 minutes before general boarding start; zero SSR passenger miss-boards | Y | Y |
| 5.3 | Execute cabin crew SSR handoff at aircraft door | Senior Cabin Crew Member | Jeppesen Crew Management | PSNB, boarding confirmation, SSR passenger seat locations | Cabin crew SSR acknowledgement; in-flight service adaptations confirmed (e.g. meal, oxygen, PA announcements for BLND/DEAF) | SSR handoff completed before aircraft door closure; cabin crew SSR briefing acknowledgement 100% | N | Y |
Phase 6 6.1 |
Record SSR fulfillment outcome post-arrival | Airport Customer Service Agent / Gate Agent | Salesforce CRM | SSR completion status, any in-flight deviation notes from cabin crew | SSR fulfillment record with outcome code (Fulfilled / Partial / Failed) logged against PNR and customer profile | Post-flight SSR outcome recorded within 4 hours of block-in; SSR data completeness ≥95% | Y | N |
| 6.2 | Trigger complaint or recovery action for failed SSR | Customer Relations Manager | Salesforce CRM | SSR failure outcome record, passenger contact details, DOT Part 382 breach indicator | Proactive customer apology communication, compensation offer, and DOT incident report if applicable | Proactive recovery contact within 24 hours of SSR failure; DOT Part 382 incidents reported within 10 days per regulatory requirement | N | Y |
| 6.3 | Analyse SSR performance and update service standards | Customer Experience Analytics Manager | AWS Redshift | SSR fulfillment records, DOT complaint data, NPS verbatims tagged to SSR journeys | Monthly SSR performance dashboard; process improvement recommendations; updated SSR handling SOPs | SSR on-time fulfillment rate ≥96%; SSR-related NPS ≥+45; DOT disability complaints per 10,000 enplanements <0.2 | N | N |
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