NP-RM-05 · Group Sales Revenue Management

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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	Receive Group Booking Request	Group Sales Coordinator	Amadeus Altéa PSS	Group booking request via SWABIZ portal, GDS, travel agency, or direct sales channel	Logged group enquiry record with O&D, travel dates, pax count, and contact details	Request acknowledgement within 4 business hours; ≥95% SLA compliance	N	N
1.2	Validate Group Size Eligibility	Group Sales Coordinator	Amadeus Altéa PSS	Passenger count stated in group request	Eligibility determination: group (≥10 pax) or retail redirection	100% of sub-threshold requests correctly redirected to retail within 1 business hour	Y	N
1.3	Check Blackout & Peak Period Restrictions	Group Sales Coordinator	Amadeus Revenue Management (NRM)	Travel date range from group request; current peak calendar in NRM	Date eligibility flag; alternate date suggestions if blocked	Blackout date check completed in <10 minutes; alternate date acceptance rate ≥40%	Y	N
1.4	Confirm O&D, Routing & Itinerary	Group Sales Coordinator	Amadeus Altéa PSS	Validated group request with confirmed dates and pax count	Structured group itinerary record with flight segments and class of service	Itinerary confirmed and filed in PSS within 2 hours of initial request	N	N
Phase 2 2.1	Query Real-Time O&D Inventory Availability	Revenue Management Analyst	Amadeus Revenue Management (NRM)	Group itinerary with specific flight segments, dates, and fare class requirement	Current availability by booking class for each segment; load factor snapshot	Inventory query response in <30 seconds; data freshness lag ≤5 minutes	N	N
2.2	Run Displacement Cost Analysis	Revenue Management Analyst	Amadeus Revenue Management (NRM)	Requested seat block size; current booking curve; O&D demand forecast from SkyCAST	Displacement cost per seat (value of individual bookings that would be displaced); net revenue impact estimate	Displacement model accuracy ≥88% vs. actual realised revenue; analysis completed in <15 minutes	N	N
2.3	Assess Net Revenue Impact of Group Block	Revenue Management Analyst	Amadeus Revenue Management (NRM)	Displacement cost analysis; proposed group fare; seat block size	Net revenue positive/negative determination; RM recommendation (accept / reject / counter-date)	Group acceptance rate ≥65% of qualified requests; average group yield ≥85% of displacement cost	Y	Y
Phase 3 3.1	Calculate Block Fare Using Group Pricing Model	Revenue Management Analyst	Amadeus Revenue Management (NRM)	Net revenue impact assessment; group discount policy matrix; fare class availability	Proposed group fare per pax; total block revenue estimate	Group fare ≥95% of minimum acceptable yield threshold; pricing turnaround ≤30 minutes	N	N
3.2	Validate Fare Against Discount Authority Matrix	Revenue Management Analyst	Amadeus Revenue Management (NRM)	Proposed group fare; discount authority thresholds by market tier and season	Authority level determination: standard approval, RM manager review, or director escalation	100% of quotes validated against authority matrix before issue; zero out-of-authority quotes issued	Y	N
3.3	Generate Formal Group Quote Document	Group Sales Coordinator	Amadeus Altéa PSS	Approved group fare; name release schedule; deposit terms; ticketing deadline	Formal group quote with fare, seat block, deposit amount, name release dates, and ticketing deadline	Quote issued within 24 hours of request receipt; quote acceptance rate ≥55%	N	N
Phase 4 4.1	Conduct Sales Negotiation with Group Organiser	Group Sales Manager	Sabre PRISM	Formal group quote; organiser counter-proposal (if any); competitive market rates	Agreed terms or revised counter-offer; negotiation log entry	Negotiation cycle ≤3 rounds to final agreement; average concession depth ≤5% below initial quote	Y	N
4.2	Obtain Final RM Approval for Confirmed Terms	Revenue Management Manager	Amadeus Revenue Management (NRM)	Final agreed group terms; revenue impact recalculation at agreed fare	RM approval stamp; booking authority granted to sales team	Approval response within 4 business hours; ≤10% of groups requiring director-level escalation	Y	N
4.3	Confirm Group Booking & Collect Deposit	Group Sales Coordinator	Amadeus Altéa PSS	RM approval; signed group contract; deposit payment from organiser	Confirmed group PNR with seat block held; deposit receipt; booking confirmation to organiser	Deposit collection rate ≥98% of confirmed bookings; booking confirmation issued within 2 hours of receipt of signed contract	N	Y
Phase 5 5.1	Create Seat Block in PSS Inventory	Revenue Management Analyst	Amadeus Altéa PSS	Confirmed group PNR; approved seat block size; fare class assignment	Hard-blocked seat inventory removed from open sale; group booking class activated	Seat block created within 1 hour of booking confirmation; zero inventory discrepancy vs. PNR	N	N
5.2	Monitor Name Release & Ticketing Deadlines	Group Sales Coordinator	Amadeus Altéa PSS	Name release schedule from group contract; automated deadline alerts from PSS	Name submission status updates; reminder communications to group organiser	≥90% of names submitted by first release deadline; ticketing deadline breach rate <5%	Y	Y
5.3	Release Unsold Seats to Open Inventory	Revenue Management Analyst	Amadeus Revenue Management (NRM)	Final name count at ticketing deadline; remaining unoccupied seats in block	Released seats returned to NRM availability; booking class reopened for retail sale	Unsold seats released ≥72 hours before departure; recaptured revenue from released seats ≥60% of displacement cost on released units	Y	N
Phase 6 6.1	Process Final Passenger Manifest & Settlement	Group Sales Coordinator	Amadeus Altéa PSS	Final confirmed passenger names; actual tickets issued; deposit and balance payment records	Closed group PNR; final invoice; payment settled in SAP S/4HANA Finance	Final settlement completed within 5 business days post-travel; payment reconciliation accuracy ≥99.5%	N	Y
6.2	Calculate Revenue Variance vs. Forecast	Revenue Management Analyst	AWS Redshift	Actual group revenue from SAP FI; forecast revenue from NRM displacement model; seat block utilisation data	Revenue variance report; yield performance vs. plan; group booking contribution analysis	Forecast vs. actual variance ≤8%; group contribution to total flight revenue ≥12% on applicable routes	N	N
6.3	Update RM Demand Forecasting Model with Actuals	Revenue Management Analyst	Amadeus Revenue Management (NRM)	Revenue variance report; actual load factor contribution from group block; group yield data	Updated demand coefficients in NRM forecasting model; group segment historical database entry	Model update completed within 10 business days post-travel; forecast accuracy improvement of ≥0.5% per cycle	N	N

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Process Attributes

Identification

Process IDNP-RM-05

L1 DomainNetwork Planning & Scheduling

L2 ProcessRevenue Management

L3 NameGroup Sales Revenue Management

L4 Steps19 across 6 phases

Decision Gates8 (all with iteration loops)

Exceptions4 documented

Swim Lanes (Roles)

Group Sales Coordinator

Revenue Management Analyst

Group Sales Manager

Revenue Management Manager

Systems & Tools

Amadeus Altéa PSSAmadeus Revenue Management (NRM)Sabre PRISMAWS Redshift

Key Performance Indicators

Receive Group Booking RequestRequest acknowledgement within 4 business hours; ≥95% SLA compliance

Validate Group Size Eligibility100% of sub-threshold requests correctly redirected to retail within 1 business hour

Check Blackout & Peak Period RestrictionsBlackout date check completed in <10 minutes; alternate date acceptance rate ≥40%

Confirm O&D, Routing & ItineraryItinerary confirmed and filed in PSS within 2 hours of initial request

Query Real-Time O&D Inventory AvailabilityInventory query response in <30 seconds; data freshness lag ≤5 minutes

Run Displacement Cost AnalysisDisplacement model accuracy ≥88% vs. actual realised revenue; analysis completed in <15 minutes

Assess Net Revenue Impact of Group BlockGroup acceptance rate ≥65% of qualified requests; average group yield ≥85% of displacement cost

Calculate Block Fare Using Group Pricing ModelGroup fare ≥95% of minimum acceptable yield threshold; pricing turnaround ≤30 minutes

Airline-Specific Risks & Pain Points

Requests arriving via multiple channels (email, GDS PNR, SWABIZ) require manual consolidation into Altéa — no single intake API across all channels

Groups splitting into sub-10 clusters to access retail fares while exploiting group seat release policies — requires cross-PNR duplicate-name detection

Peak calendars maintained manually in NRM and not automatically synced with marketing/events calendar — agents may quote blocked dates before checking

Multi-segment itineraries require manual linking of PNRs across codeshare or interline partners — slow process for international group bookings

NRM availability data can lag real-time PSS inventory by up to 5 minutes during high-volume periods — group blocks booked on stale data risk overbooking

Displacement models rely on NRM booking curves that may not fully account for last-minute premium fare uplift potential — groups in high-demand markets routinely under-priced

Inputs / Outputs

Primary InputGroup booking request via SWABIZ portal, GDS, travel agency, or direct sales channel

Primary OutputUpdated demand coefficients in NRM forecasting model; group segment historical database entry

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