1. SMC 17/05/15 Page 1 of 3
Meeting Report Service Management Centre
From: Christelle Moresco
To: Adnan Masood Malik, Mohammed Raziuddin
Cc:
Date: 14th
of June 2004
Subject: Conference call
Next meeting: TBD
Agenda
1. Outstanding problems to follow-up
2. Feeling about 2
nd
Level Help Desk
3. General Information
Attendees
Amadeus Saudi Arabia: Adnan Masood Malik, Mohammed Raziuddin
Amadeus SMC Nice: Christelle Moresco
Meeting ‘minutes’
1. Outstanding problems to follow-up
EMIRATES (EK): Razi mentioned that the YQ surcharge for Emirates is not reflected in 1A. The PTR
1258081 already reports the issue. The fact is that we currently have a technical limitation to support
these surcharges.
SAUDI ARABIAN AIRLINES (SV): The NMC complained about the tax discrepancy between the
Airline system and information provided to the Agent and what is currently shown in 1A: The YQ tax for
this airline is applicable since the 12th
of June where it is still not in 1A. I guess the issue is exactly the
same as the one reported for EK (Technical limitations on 1A side)
KUWAIT AIRWAYS (KU): The Airline has changed the system and the problem is that each time a
booking is made on 1A and that modifications are done in the PNR, the KU system is not aware of the
modifications: It seems that there is no link between 1A and KU. TTY messages will have to be verified.
The problem has already been reported by the NMC Kuwait: PTR 1255815.
 I will chase this one and let you know the outcome.

2. SMC 17/05/15 Page 2 of 3
COMMISSION PROBLEMS: PTR 1262244: The PTR needs to be investigated and the NMC would like
to know why this problem happened and how it is possible.
 I will follow-up on that one and revert to the NMC with separate mail.
DELTA AIR LINES (DL): A lot of PTRs related to Delta where closed as Dupe by the SMC agents. I
explained that this is to avoid too many people working on the same issue through different PTRs. In all
PTRs rejected as duplicate, the Master PTR reference is inserted.
TECHNICAL PTRS HANDLING: PTR 1261218: The NMC has to check the PTR as it seems that the
issue is solved. I suggested to the NMC to send the PTRs to MDBEUM directly as soon as it concerns
Terminals, Printers and Definitions Orders (Line Orders have to be transferred to OTHDMUC).
Any other Technical issues (Comms error, link down….) Hill still have to be sent to MFHD.
ITA: PTR 1243108The NMC does not succeed in getting “official documents” from the Airline for the ITA
requests. I will check with the Airline Account Manager if we can get these documents.
 Mail has been sent to GF to have the official approval.
GARUDA INDONESIA (GA): PTR1260066: Garuda is not updating its flight properly in the 1A system.
Some flights are not operational in GA system whereas we have availability in 1A. Once notified, GA
update the availability. But the NMC would like the information provided by 1A as much reliable as
possible
 I will check with the Airline Account Manager to see if something can be done with GA to
improve the 1A displays.
2. Feeling about 2
nd
Level Help Desk
There is no particular issues with the Help Desk.
Adnan and Razi complained about the Low response in PTR resolution. I explained that we were
suffering about our overflow which is now better since a week. We have modified the way we work in
order to avoid such overflow.
Recap on SLAs:
PTR acknowledgment:
Sev1 PTRs: 100% within 2 mns
Sev2 PTRs: 100% within 15 mns
Sev3-4 PTRs: 90% within 2 working days
3. General Information
The NMC Saudi Arabia is now 100% Owned by Amadeus. Due to this new situation, the travel agent are
asking for much from the NMC in term of problem solving.

3. SMC 17/05/15 Page 3 of 3
Action item
Action Item Rsp Open Due S
1.
Rsp: initial of responsible person
Open: date when action item was opened
Due: date when action item is to be completed
Status: A=Assigned, W=Waiting, C=Closed to be removed next time, O=Open, not yet assigned.