NP-RM-13 · Revenue Integrity & Ticketing Compliance

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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	Scan bookings approaching ticketing time limit	Revenue Integrity Analyst	Amadeus Altéa PSS	All PNRs with ticketing time limits (TTL) set by fare rules or agent override	List of PNRs within 2-hour TTL warning threshold	TTL breach rate ≤0.5% of daily ticketed bookings	N	N
1.2	Flag PNRs with expired ticketing time limits	Revenue Integrity Analyst	Amadeus Altéa PSS	TTL warning list from step 1.1	Exception queue of TTL-breached PNRs routed to Queue 8	100% of expired TTL PNRs queued within 5 min of breach	Y	Y
1.3	Validate fare basis code against booked RBD	Revenue Integrity Analyst	ATPCO	Ticketed fare basis code and booked reservation booking designator (RBD) from PSS	Fare validity confirmation or mismatch alert	Fare-RBD mismatch detection rate ≥99% within 24 hrs of ticketing	Y	N
1.4	Verify fare construction rules and routing compliance	Revenue Integrity Analyst	Amadeus Revenue Management (NRM / AltéaRM)	Ticketed itinerary, fare basis, and routing map from ATPCO	Routing compliance flag (pass / fail) attached to PNR	Routing violation cases referred to recovery ≤0.3% of international tickets	N	Y
Phase 2 2.1	Investigate and classify integrity exception	Revenue Integrity Analyst	Amadeus Altéa PSS	Exception queue from steps 1.2 and 1.3	Exception classification: TTL breach / fare mismatch / routing violation	Mean time to classify exception ≤30 min	N	N
2.2	Decide to extend TTL or cancel non-compliant booking	Revenue Integrity Manager	Amadeus Altéa PSS	Classified exception, agent history, and booking value	Decision: TTL extension granted or PNR cancelled	TTL extension approval rate ≤15% of breached PNRs (excess indicates agent abuse)	Y	N
2.3	Cancel non-ticketed PNRs and release inventory	Revenue Integrity Analyst	Amadeus Altéa PSS	Approved cancellation list from step 2.2	Cancelled PNRs; seat inventory returned to Amadeus NRM availability	Inventory released within 15 min of cancellation decision; recapture rate ≥60% on high-demand flights	N	N
Phase 3 3.1	Process ticket void within 24-hour BSP window	Ticketing Agent	BSP Link / ARC	Void request from agent or internal ticketing team within same-day BSP reporting period	Void transaction recorded in BSP/ARC; ticket value reversed	Same-day void processing rate ≥98%; zero late voids submitted outside BSP cut-off	Y	Y
3.2	Assess refund eligibility against fare rules	Revenue Integrity Analyst	ATPCO	Refund request, original ticket details, and ATPCO Cat 16/33 fare rules	Refund eligibility decision: full / partial / non-refundable	Fare rule compliance on refund decisions ≥99.5%	Y	N
3.3	Process involuntary refund for schedule change or IRROP	Revenue Integrity Analyst	Amadeus Altéa PSS	Schedule change notification; passenger refund waiver code from Operations	Full involuntary refund issued; refund record filed with BSP/ARC	Involuntary refund processing ≤72 hrs of passenger request; DOT 24-hr refund rule compliance = 100%	N	Y
3.4	Reissue ticket for voluntary fare exchange	Ticketing Agent	Amadeus Altéa PSS	Passenger change request; original ticket, new itinerary, and applicable fare difference	Reissued ticket with correct fare differential and penalty collected	Exchange error rate ≤0.8% of reissued tickets; penalty collection accuracy 100%	N	Y
Phase 4 4.1	Review incoming Agency Debit Memos from GDS	Revenue Integrity Analyst	Sabre GDS / Amadeus GDS	ADM notices generated by airline for agency ticketing errors (waiver abuse, fare mismatch, commission errors)	ADM register with validity assessment for each memo	ADM review completion within 15 days of issuance (IATA resolution deadline); ADM recovery rate ≥85%	N	N
4.2	Dispute or accept ADM within IATA resolution window	Revenue Integrity Manager	BSP Link / ARC	ADM validity assessment from step 4.1	Dispute filed or ADM accepted; agency account debited	Dispute win rate ≥70% of contested ADMs; zero ADMs missed past IATA 15-day window	Y	N
4.3	Escalate fraudulent booking patterns for recovery	Revenue Integrity Manager	Amadeus Revenue Management (NRM / AltéaRM)	Patterns of repeated TTL abuse, duplicate bookings, or fictitious PNRs detected in NRM	Agency fraud alert; blocked IATA number referral to BSP compliance team	Fraud pattern detected within 48 hrs of first occurrence; zero undetected churned-inventory incidents per quarter	Y	Y
Phase 5 5.1	Reconcile BSP/ARC sales data against PSS ticket log	Finance Analyst	SAP S/4HANA Finance (FI/CO)	Daily BSP/ARC billing file and Altéa ticket transaction log	Reconciliation report identifying matched, unmatched, and disputed items	Reconciliation completion by T+3 business days; unmatched items ≤0.1% of gross ticket revenue	Y	N
5.2	Resolve settlement discrepancies and post corrections	Finance Analyst	SAP S/4HANA Finance (FI/CO)	Unmatched items list from step 5.1	Corrected journal entries posted in SAP; debit/credit notes issued to agencies	Discrepancy resolution rate ≥98% within 10 business days of identification	N	Y
Phase 6 6.1	Generate revenue integrity KPI dashboard	Revenue Integrity Manager	Tableau / Power BI	Reconciled settlement data, exception counts, ADM register, and refund log	Weekly revenue integrity scorecard published to RM leadership	Dashboard published by Monday 09:00 each week; data freshness ≤24 hrs	N	N
6.2	Audit agency ticketing compliance and escalate violations	Revenue Integrity Manager	Sabre PRISM / ARC	KPI dashboard from step 6.1; agency-level error rate trends	Agency compliance rating; escalation to Distribution Management for repeat violators	Agencies with error rate >2% flagged for remediation within 30 days; systemic non-compliance resolved within 90 days	Y	N

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Process Attributes

Identification

Process IDNP-RM-13

L1 DomainNetwork Planning & Scheduling

L2 ProcessRevenue Management

L3 NameRevenue Integrity & Ticketing Compliance

L4 Steps18 across 6 phases

Decision Gates9 (all with iteration loops)

Exceptions7 documented

Swim Lanes (Roles)

Revenue Integrity Analyst

Revenue Integrity Manager

Ticketing Agent

Finance Analyst

Systems & Tools

Amadeus Altéa PSSATPCOAmadeus Revenue Management (NRM / AltéaRM)BSP Link / ARCSabre GDS / Amadeus GDSSAP S/4HANA Finance (FI/CO)Tableau / Power BISabre PRISM / ARC

Key Performance Indicators

Scan bookings approaching ticketing time limitTTL breach rate ≤0.5% of daily ticketed bookings

Flag PNRs with expired ticketing time limits100% of expired TTL PNRs queued within 5 min of breach

Validate fare basis code against booked RBDFare-RBD mismatch detection rate ≥99% within 24 hrs of ticketing

Verify fare construction rules and routing complianceRouting violation cases referred to recovery ≤0.3% of international tickets

Investigate and classify integrity exceptionMean time to classify exception ≤30 min

Decide to extend TTL or cancel non-compliant bookingTTL extension approval rate ≤15% of breached PNRs (excess indicates agent abuse)

Cancel non-ticketed PNRs and release inventoryInventory released within 15 min of cancellation decision; recapture rate ≥60% on high-demand flights

Process ticket void within 24-hour BSP windowSame-day void processing rate ≥98%; zero late voids submitted outside BSP cut-off

Airline-Specific Risks & Pain Points

Altéa queue refresh latency can delay TTL alerts by 15–30 min, causing bookings to lapse before analysts act

Agents in GDS (Sabre/Travelport) may rebook on new PNR to circumvent TTL, requiring cross-GDS deduplication

ATPCO Cat 25 private fare rules are not always loaded in GDS displays, causing agents to ticket on incorrect public fare basis

Complex Round-the-World or multi-carrier journeys with published interline fares lack automated combinability validation in NRM

High exception queue volume during schedule irregularity events (IRROP) overwhelms 2-analyst teams, risking revenue leakage

No automated scoring model to rank extension worthiness — decisions rely on analyst judgement, creating inconsistency across markets

Inputs / Outputs

Primary InputAll PNRs with ticketing time limits (TTL) set by fare rules or agent override

Primary OutputAgency compliance rating; escalation to Distribution Management for repeat violators

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