From March 1, British Airways will implement a stricter Customer Contact Details Policy for agency bookings, which could make it more difficult for agents to receive urgent operational alerts needed to service their clients.
In a notice, the airline said it would issue ADMs where agency contact details were used in CTCE and CTCM fields. However, agents note that when passengers book through them, it is essential for them to receive these urgent communications, particularly during disruptions.
“In accordance with IATA Resolution 830d and the Travel Agency Addendum, agents are required to collect accurate and up-to-date customer contact details from all customers during the booking process, but no later than at the time of ticketing,” said the notice, emphasising that agents may only use their clients’ contact details for CTCE and CTCM submissions.
“Where the customer chooses not to provide their contact information, agents must advise them that this may prevent British Airways from providing operational notifications, such as schedule changes or disruption assistance. In these cases, please record the refusal in the PNR using the keyword CTCR.”
British Airways reserves the right to issue ADMs of £10 (R215), plus an administrative fee of £10, for ticketed bookings where:
- the contact details provided are incorrect or fictitious,
- agency contact details are used instead of the customer’s
- if a customer submits a claim due to missing or incorrectly provided contact details, resulting in missed flights, disrupted travel, or any avoidable issues.
“Accurate customer contact details allow us to keep customers informed during disruption, ensuring timely operational updates and a smoother journey. These details are used to deliver operational communication and not for marketing purposes,” the airline said in the notice.
Agent concerns
Travel agents on OpenJaw criticised the move, saying they often act as first responders during disruptions and GDS cues can lag during the high-pressure 24-hour window before departure. One agent said notifications delivered via the CTCM channel were vital for coordinating changes to flights, transfers, hotel bookings and car rentals.
Another agent noted that older clients often refused to share personal contact data with the airline because they expected their agent to notify them of any changes and thus, the responsibility falls entirely on the travel agent.
Travel News approached British Airways for comment, but did not receive a response by the time of publishing.
