Creating a Flight Offer for Sabre flights(GDS)

We are rolling out a major process change regarding offline flights and how payment is received for these bookings.

As discussed in previous meetings, Custom Offers will now be the mandatory method for processing all flight bookings. This change is designed to:

• Improve reporting accuracy
• Ensure flights are allocated to you live, just like any other purchase
• Provide full visibility to customers and other departments through My Escapes

 

Key Changes (Effective Immediately)

• No offline flights are to be paid via Stripe.
• All offline flights must be uploaded via Admin as a Custom Offer.

I’ve provided steps below outlining the full process. Please review it so you understand the steps involved.

• For non-GDS flights (Like JQ Portal), please leave the leg fields blank.

 

Support for Your First Custom Offer Flight

For your first flight using this new process, please inform your Team Leader.
They will step through the workflow with you to ensure everything is completed correctly.

 

Step by Step Process

 

1. Hold the PNR in Sabre

---

2. Create the Custom Offer

Go to ADMIN > NEW CUSTOM OFFER

• Offer Type: Flight
• Add the following:
  • Zendesk Ticket Number
  • PNR
  • Sales Attribution (Call Centre / Chadstone / Bondi / Barcelona / Remote etc.)

 

 

 

---

3. Enter PNR into 'IMPORT FORM SABRE GDS' BUTTON

This will fill in all the GDS data and also create an offer name which can be edited also.

Example: 

---

4. Fill in Terms & Conditions

• Payment Due Date: Will default to midnight on the day of creation. Keep ticketing hours in mind if you have same day TTL. 
• Airline
• LE Currency
• Change/Cancellation Fees

Click Generate Terms and Conditions

• You may edit the auto-generated content if needed or you want to add further remarks but should not need it

 

---

6. Review the Customer Offer Price

• This auto-populates based on passenger details
• Add  Service Fee if required - Please see below for service fee guidelines

---

7. Save the Offer

• Select Save
• Tick all relevant boxes
• Save again - this second save will upload it into their my escapes and make most boxes no longer editable.
• Upload the PDF Itinerary /Key Facts document into the notes section 
• Save again

 

---

9. Take Payment

Spoof the customer and take payment through My Escapes.

 

Using Credits

At this stage, we have not disabled the ability to use credits on flight Custom Offers to keep things simple for you and clean for reporting.

However, please remember:

• In most cases, credits cannot be used towards flights
• Normal T&Cs remain in place
• If we see an increase in customers using credits incorrectly, we will need to disable this feature and move to a manual handling/escalation process — which we want to avoid

 

---

 

Please see this video for step by step on how to add GDS data - 

Mandatory Service Fee Guidelines

Purpose

This article outlines the mandatory service fee requirements and mark‑up guidelines for all Sabre flight bookings made through the Contact Centre and Retail Stores. These procedures are effective immediately and must be followed for every applicable booking.

---

1. Mandatory Service Fee Policy

Adding a non‑refundable service fee is mandatory on all Sabre flight bookings.

This service fee must be included in the custom offer and reflects the ongoing service provided to customers, including:

• 24/7 customer support
• Flight support and general queries
• Management of schedule changes, cancellations, and disruptions

Weekly audits will be conducted.
Failure to apply the required fee may result in:

• Negative commission equal to the service fee amount
• Possible disciplinary action under ELT directive

---

2. Service Fee Guidelines

2.1 Published / Website Fares

Flight Type	Mandatory Service Fee
International flights	$49 per person
Domestic flights	$50 per booking (PNR)
Jetstar flights	$50 per booking (PNR) (unchanged)

---

2.2 Private Fares

• May be marked up to 15%, provided the total remains below the published fare (check the airline’s website).
• An additional service fee is optional.
• Strong private fare partners currently include:
  • Singapore Airlines
  • Emirates
  • Qantas
  • Qatar Airways

For Emirates & Qatar bookings with land arrangements, use ITX fares to maximize margin.

If unsure how to access private fares, please consult your Team Leader.

---

2.3 Complex / RTW (Round‑the‑World) Fares

These bookings require more work; therefore, a higher service fee may apply.

Recommended service fee range:
👉 $199–$499 per person (depending on complexity)

To apply an increased service fee, fares must be:

• Non‑published, and
• Technically built specifically for the customer

---

3. Important Reminders

• Do NOT exceed a 15% margin unless the fare is private and a Team Leader has approved it.
• Internal notes must clearly outline all service fees and mark‑ups in:
  • The Sabre booking flow
  • The custom offer
  • The customer’s ticket

Consistency across all Sabre bookings is essential.

---

4. Support

For questions, clarifications, or fare access assistance, please speak with your Team Leader.