Group Sales Management
Network Planning & Scheduling › Sales & Distribution · 18 L4 steps · 5 phases · 6 decision gates · Updated 2026-03-18 21:27
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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 travel request via agency or portal | Group Sales Agent | Amadeus Altéa PSS (Groups module) | Agency/corporate RFQ specifying route, date, pax count, and fare class preference | Group Request Record (GRR) with unique reference number | Request acknowledgement within 4 business hours; ≥95% SLA adherence | N | N |
| 1.2 | Qualify group size and policy eligibility | Group Sales Agent | Amadeus Altéa PSS (Groups module) | GRR with pax count, route, and travel dates | Eligibility decision — group qualifies (≥10 pax) or redirected to individual booking | 100% of groups below policy threshold redirected within 1 business hour | Y | N |
| 1.3 | Check flight seat availability for group block | Group Sales Agent | Amadeus Altéa Inventory (AV query) | Qualified GRR with flight/date combination | Available seat count by fare class; provisional block hold placed | Seat availability response time <30 seconds; provisional hold valid for 72 hours | N | Y |
Phase 2 2.1 |
Calculate group fare and applicable discount tier | Group Pricing Analyst | ATPCO (Group Fare Rules) + Amadeus Altéa PSS | Provisional seat block, travel dates, origin/destination market | Group fare proposal with applicable discount tier (e.g. 10%, 15%, 20%) | Fare calculation accuracy 100%; group fare ≥85% of equivalent published Y/B/M fare | N | N |
| 2.2 | Apply contracted agency or corporate override discount | Group Pricing Analyst | Sabre PRISM (corporate contract database) | Agency/corporate profile, group fare proposal | Net group fare with contracted override applied | Contract compliance rate ≥98%; override correctly applied to all contracted accounts | N | Y |
| 2.3 | Assess yield impact against revenue plan | Revenue Management Analyst | Amadeus Revenue Management (NRM) | Group fare proposal, seat block size, flight load factor forecast | Yield impact assessment — approved / refer / decline | Group segment revenue contribution ≥ displacement cost; load factor impact <3 pp on high-demand flights | Y | N |
| 2.4 | Negotiate revised terms if yield threshold not met | Group Sales Manager | Amadeus Altéa PSS (Groups module) | Declined yield assessment, agency/corporate contact | Revised fare or reduced seat block accepted by agency; or request declined | Negotiation-to-acceptance rate ≥60% of referred cases; cycle time ≤2 business days | N | Y |
| 2.5 | Issue formal group quotation to agency | Group Sales Agent | Amadeus Altéa PSS (Groups module) | Approved fare, seat count, deposit schedule, contract conditions | Formal group quote document with 7-day acceptance deadline | Quote issued within 24 hours of pricing approval; quote acceptance rate ≥70% | N | N |
Phase 3 3.1 |
Execute group contract and capture deposit obligation | Group Sales Agent | Amadeus Altéa PSS (Groups module) | Agency-signed group quote acceptance | Executed group contract with deposit amount and due date logged in PSS | Contract creation within 4 hours of acceptance; 100% of deposit deadlines captured in PSS | N | N |
| 3.2 | Confirm deposit receipt and activate group booking | Finance Settlement Agent | SAP S/4HANA Finance (AR) + Amadeus Altéa PSS | Deposit payment from agency (wire/BSP/ARC settlement) | Group booking status changed to Confirmed in Altéa; deposit recorded in SAP AR | Deposit-to-confirmation cycle ≤1 business day; 100% deposit reconciliation with SAP AR | Y | Y |
| 3.3 | Release unconfirmed seat block if deposit overdue | Group Sales Agent | Amadeus Altéa Inventory | Expired deposit deadline with no payment received | Seat block released to open inventory; agency notified | 100% of overdue blocks released within 2 hours of deadline; zero revenue leakage from zombie holds | N | Y |
Phase 4 4.1 |
Collect passenger name list from agency | Group Sales Agent | Amadeus Altéa PSS (PNL upload) | Agency-submitted passenger name list (CSV or API) | Individual PNRs created within group booking; name manifest complete | PNL submission by T−21 days; name completion rate ≥90% by T−14 days | N | N |
| 4.2 | Validate name count against contracted seat block | Group Sales Agent | Amadeus Altéa PSS (Groups module) | Submitted PNL, contracted pax count | Variance report — shortfall or excess names flagged | Name-count discrepancy <5% of group size; chase cycle completed within 48 hours of deadline | Y | Y |
| 4.3 | Process name changes within contractual tolerance | Group Sales Agent | Amadeus Altéa PSS | Agency change request; contracted name-change policy | Updated PNR with revised passenger details; change fee invoice if applicable | Name changes processed within 4 hours of request; change fee collection rate 100% | Y | Y |
Phase 5 5.1 |
Trigger final ticketing and collect balance payment | Finance Settlement Agent | Amadeus Altéa Ticketing + SAP S/4HANA Finance (AR) | Complete PNL, T−7 days ticketing deadline trigger | Electronic tickets (ET) issued for all pax; balance collected via BSP/ARC | 100% ticket issuance by T−5 days; balance collection within 48 hours of ticketing | Y | Y |
| 5.2 | Cancel non-ticketed seats and release to inventory | Group Sales Agent | Amadeus Altéa Inventory | Outstanding unticketed seats at T−5 days | Excess seats returned to open inventory; cancellation fees invoiced | Seat release within 2 hours of deadline; revenue recovery via reopen sale ≥80% of released seats | N | Y |
| 5.3 | Reconcile group revenue against sales forecast | Revenue Management Analyst | Amadeus Revenue Management (NRM) + AWS Redshift (data warehouse) | Final ticketed revenue, group contract value, displacement cost model output | Group revenue performance report; variance to forecast logged | Revenue variance within ±5% of group forecast; report delivered within 3 business days of departure | N | N |
| 5.4 | Update group sales KPI dashboard and close record | Group Sales Manager | Tableau (connected to AWS Redshift) | Reconciled group revenue report, cancellation rate, change fee revenue | Closed group booking record; KPIs updated in group sales performance dashboard | Group conversion rate ≥65%; average group booking lead time ≥45 days; change-fee revenue tracked monthly | N | N |
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