Frontier – Navitaire Cutover: Agency FAQ’s 03/03/2015v3 1

Frontier Airlines Travel Agency FAQ’s

Dear Travel Agency Partner:

Frontier Airlines is planning to transition host reservation systems soon and will be changing many

processes and procedures related to our travel agency relationships. Please review the following

frequently asked questions to help answer any questions or concerns that you may have about the

upcoming transition.

The following information and resources are provided to help ensure that our travel agency partners are

The host transition will begin on Friday, March 6. All GDS’s will be shut off at 10 p.m. MST on March 6.

Agencies should not make changes to existing PNR’s or create new PNR’s during the down time as there

will be no connectivity to the Frontier host system. The Sabre GDS will be brought back online by 6 a.m.

MST on Monday, March 9. The Travelport and Amadeus GDS’s will be brought back online by 6 a.m. on

Tuesday, March 10.

What GDS’s will Frontier participate in?

Frontier will participate in the following Global Distribution Systems: Amadeus, Sabre and Travelport

(including Apollo, Galileo and Worldspan).

What connectivity will Frontier utilize to communicate with the GDS systems?

Frontier utilizes teletype (TTY) connectivity for availability and will open and close inventory with AVS

Any Electronic Tickets previously issued by travel agencies will be converted to ticketless records and the

segments will be under the financial control of Frontier Airlines. Travel agencies will be able to access

their original PNR and make changes to the segments, but will be required to include a credit card form

of payment for change fees and additional fare to be collected. Any refunds to Electronic Tickets

previously issued by travel agencies that have been converted to ticketless transactions must be done by

Frontier Airlines representatives. Frontier – Navitaire Cutover: Agency FAQ’s 03/03/2015v3 2

What happens if there are bookings that are not ticketed before the cutover?

Any bookings created before the PNR migration from the old hosting system to Navitaire on March 7

MUST be ticketed in order to be converted to a ticketless transaction in the new system. Any bookings

hour window, Frontier automatically cancels the booking and sends a cancellation message to the GDS

PNR.

PLEASE NOTE: Bookings made within one day of scheduled flight departure will require instant

payment at the time of the booking creation. A valid form of payment is required to be in the PNR

prior to ending the transaction. Bookings made within one day of scheduled flight departure will not

be put on a 4 hour hold and will receive a “BOOKING CAN NOT BE PUT ON HOLD” response with an NO

status.

How does payment for Ticketless Transactions work with Navitaire?

Travel Agent reservations made via the GDS must transmit a valid form of payment within four (4) hours

of the booking creation using a credit card. The reservation will automatically cancel in the Frontier

Frontier accepts the following credit cards for ticketless travel:

American Express Discover Card Master Card Visa UATP

Credit cards are processed immediately when the PNR is ended. Frontier will honor a 24 hour refund

(from the time of booking) to the original Form of Payment so long as the credit card has been

processed. Within the 24 hour period, the travel agency can cancel all of the segments in the PNR and

the transaction will be placed on a queue to be worked by Frontier Airlines for a refund to the original

credit card form of payment. Please DO NOT call to determine if the refund has been processed.

What happens if my agency needs a “ticket number” for our back office system?

Frontier will provide the agency with an Invoice or Reference number for agency internal processing

purposes. Invoice or Reference numbers sent from Frontier to assist agencies with mid/back office

Frontier’s Invoice or Reference numbers will begin with 422, but have no relationship to any “ticket

number” and cannot be retrieved by Frontier’s Revenue Accounting system. The following is an example

of message with the Reference or Invoice number returned to the GDS Record:

OSI 1S THIS NBR APPLIES TO TICKETLESS ONLY

OSI 1S DISREGARD TKNO/AMT DEBITED IF YOU ISSUED PAPER OR ETKT (please disregard this last

line of the OSI response. We are working to have it removed.)

Will I be able to obtain a refund on a ticketless transaction for my client?

Travel agents may request a full refund for a GDS booking created after the Navitaire conversion, within

24 hours of booking creation (except for tickets purchased for travel within 7days/168 hours of

purchase), by cancelling all segments within the PNR. The transaction will then be placed on a queue to

be worked within the Frontier Airlines system for a refund to the original credit card form of payment.

Beyond 24 hours from booking creation, any amounts due back to the customer will be placed on a

Credit Shell that is valid for one (1) year from the date of issue and can be used by the named traveler or

Will I be able to make changes or modifications to the ticketless transactions for my client?

For any GDS bookings created after the Navitaire conversion, travel agents can make changes or

modifications within 24 hours of the original booking being made without incurring any fees or charges,

except for a fare difference, as applicable.

Within 24 hours of flight departure, Travel agents MUST contact the Agency Desk for the change.

For migrated transactions, or outside of 24 hours of flight departure, travel agents can make changes

and/or modifications via their GDS. A new payment message is required each time a new segment is

added, changed or modified on an existing reservation. Customers must pay the applicable change fee

plus any fare difference.

Will Frontier continue to have an Agency Support Desk?

The General Reservations Call Center Number: 801-401-9000 Frontier – Navitaire Cutover: Agency FAQ’s

03/03/2015v3 4

Does Frontier offer an agency commission program?

Frontier does not pay any travel agency commissions. Our goal is to offer the traveling public “Low Fares

Done Right” by allowing them to choose the fares and amenities that are important to them during the

In the event of fare mismatches, the GDS pricing should be considered informative and only the

interactive price returned from Frontier via Navitaire at End Transaction is considered final and valid. If

there is no valid fare for the itinerary booked in the GDS, then Frontier will return an NO response. If the

flight is closed, sold-out or the specific class of service is closed, then Frontier will return a UC response

regardless of the availability shown in the GDS.

Will Frontier’s fee structure change with this transition?

Any changes to Frontier’s fee structure will be announced separately. At this time there are no changes

to fees planned to coincide with the transition to Navitaire.

Are there special Payment Formats for ticketless travel?

Yes. Listed below are sample formats Frontier will support from each of the GDSs. Please consult with

SSR EPAY F9 NN1-CC/VIxxxxxxxxxxxxxxxx/EXP08 05-FIRST LAST NAME

Required Guaranteed Ticketing format for Sabre (1S) agents:

3OTHS/VIxxxxxxxxxxxxxxxxxxxxEXPmmyy

3OTHS/CH zzzzzzzzzzzzzzzzzzzzzzzz

Required formats for Travelport:

Apollo (1V) Agent Entry: >@:3 SSR OTHS F9 NNx VIxxxxxxxxxxxxxxxxxxx/Dmmyy/zzzzzzzzzzzzzzzzzzzzz

Galileo (1G) Agent Entry:

>V.AF9* VIxxxxxxxxxxxxxxxxxx/Dmmyy/zzzzzzzzzzzzzzz

Worldspan (1P) Agent Entry

>3SSR OTHS F9 HK1 CCVIxxxxxxxxxxxxxxx/EXPmmyy/zzzzzzzzzzzzzzzzzzzzz Frontier – Navitaire Cutover:

What does the traveler need to locate their ticketless transaction at the Frontier website, kiosk or

airport?

Within 24 hours of travel, travelers can use the Frontier Record Locator and Customer Last Name at

assignments in advance, check-in online, print boarding passes, or change, cancel or modify existing

reservations.

Please note: Fees and or fare differences may be applicable. All pre-purchased baggage and seats are

required to be purchased with a credit card. No other forms of payment will be accepted for baggage

and/or seat purchases online.

Does Frontier accept pre-reserved Seat Assignments through the GDS?

No. At this time there are no pre-reserved seats through the GDS. Any traveler can use the Frontier

Record Locator and Customer Last Name to access the “Manage Travel” section of www.flyfrontier.com

to purchase advance seat assignments. Additionally, all customers can print their boarding passes via

the website using the “Check In” section of www.flyfrontier.com within 1 to 24 hours of flight time.

Does the traveler have to purchase bags or seat assignments online?

Checked and/or Carry-on Baggage and specific seat assignments can also be purchased during the

check-in process at airport kiosks or with a ticket agent at the airport, however it is typically more

economical to purchase in advance!

What happens in the event of a Schedule Change?

Upon implementation of a schedule change by Frontier, a message will be generated to the booking

agency for action. Travel agents must action the message to synchronize the GDS PNR with the Frontier

reservation. Once updated, the new schedule information should be passed on to the customer by the

travel agency, ensuring they have the most up-to-date travel information.

If Frontier has a Schedule Change, customers can change the impacted flight to a new flight that is one

future use. Actual refunds to the original form of payment will only be given upon customer request

after evaluation of the options available by a Frontier representative. Frontier – Navitaire Cutover:

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Does Frontier allow Passive or Open Segments?

No, Passive segments and Open segments are not permitted.

A maximum of 16 segments are permitted in a Frontier ticketless transaction. Open segments are not

permitted.

How are infants handled in a ticketless environment?

Infant ticketless transactions are required for all international flights. The infant fee, if applicable, will be

assessed when the SSR INFT is sent by the travel agent, if on the initial booking request, it will be

included in the total cost of the booking. If the infant SSR is added after the adult passenger is paid, then

the INFT SSR fee can be paid at that time or at time of check in.

For domestic U.S. flights, lap infants under the age of 2 do not require separate ticketless transactions

unless they are occupying their own seat.

Can I correct a passenger name on a ticketless transaction?

name change fee.

If you need to make a minor name spelling correction, please contact Frontier’s Agency Desk to handle

this change.