Short answer: A flight booking has two stages. First you create a booking, called a PNR (Passenger Name Record), which reserves seats at a price for a limited time. Then you issue the ticket, which is what actually lets the passenger fly. A PNR is not a ticket. Until the ticket is issued, the booking can expire or the price can change.
This guide is for new travel agents and booking staff making their first flight bookings. After reading, you will know the words you will see in every booking, the difference between holding and ticketing, and a simple routine that avoids the most common first-booking mistakes.
Key takeaways
- A PNR (booking) reserves seats; a ticket is the right to fly. You need both.
- A held booking has a ticketing deadline. After it, the booking can be cancelled automatically.
- The fare is guaranteed only when the ticket is issued, not when the booking is made.
- Passenger names must match the passport exactly. Name changes are usually not allowed.
- Confirm the trip to your customer only after the ticket is issued.
What is a PNR?
A PNR, or Passenger Name Record, is the booking record for a trip. It holds the passengers' names, the flights, contact details and the booking status, and it is identified by a short code called the booking reference or record locator. Creating a PNR reserves seats, but it does not issue a ticket or guarantee the price.
You may see more than one code for the same trip:
| Code | What it is |
|---|---|
| Booking reference (record locator) | The code for the booking in the booking system |
| Airline reference | The airline's own code for the same booking, sometimes different |
| Ticket number | A 13-digit number for each passenger's ticket, created when the ticket is issued |
Customers often call any of these "the booking number". When they ask for help, check which one they mean.
What does it mean to hold a booking?
Holding a booking means creating the PNR without issuing the ticket yet. It reserves the seats while your customer decides or pays. Every held booking has a ticketing deadline, set by the airline and the fare. If the ticket is not issued before that deadline, the booking can be cancelled automatically and the seats released.
Things to know about holds:
- Not every fare can be held. Some fares must be ticketed immediately.
- Deadlines vary. A hold may last days for some fares and only hours for others, especially close to departure.
- The price is not locked. On many fares the price is guaranteed only when the ticket is issued. Re-check the price before ticketing.
- Cancelling a hold is usually free. A held booking that is not ticketed can normally be cancelled without a ticket penalty.
Always check the ticketing deadline for the booking before you tell the customer how long they have to decide.
What happens when you issue the ticket?
When you issue the ticket, the airline confirms the passenger's right to fly and a ticket number is created for each passenger. The fare is now fixed, and from this point the fare rules decide what a change or refund costs. The passenger receives an e-ticket receipt with the ticket number and flight details.
After ticketing:
- Changes follow the fare rules: usually a change fee plus any fare difference.
- Refunds follow the fare rules too: some fares are refundable with a penalty, some are not.
- Voids may be possible for a short time after issue, depending on the airline and market.
For details, see How Flight Changes, Cancellations and Refunds Work on a B2B Platform and Airline Fare Rules Explained for New Travel Agents.
A routine for your first flight booking
Follow the same routine for every booking. It prevents most of the mistakes new agents make.
- Collect passenger details from the passport, not from memory or a chat message: full name, date of birth, nationality, passport number and expiry.
- Search and compare fares, and read the fare rules: baggage, changes and refunds.
- Quote the customer the price and the main fare conditions in writing.
- Hold the booking if the fare allows it, and note the ticketing deadline.
- Collect payment from the customer before the deadline.
- Re-check the price and the names, then issue the ticket.
- Send the e-ticket and confirm the trip only now.
Name check: names must match the passport exactly, including the order of names. Most airlines do not allow name changes after ticketing, and a wrong name can mean buying a new ticket.
How does booking work on QuickOTA?
In the QuickOTA B2B Panel, you search flights, check the fare rules, hold the booking, top up your prepaid wallet and issue the ticket. QuickOTA issues the ticket for your booking, so QuickOTA does not require IATA accreditation. Your bookings stay in the panel, where you can request changes, cancellations and refunds and see the quote before you accept.
What helps a new agency:
- No minimum deposit: top up your wallet by online payment or bank deposit with the amount you need for the booking.
- Clear costs: service fees are itemised and shown before you book and in your booking details.
- Your price: you set your own markup when you sell to your customer.
To join, you need a registered company or a valid travel agency (tourism) licence from your country. B2B Panel access is free and there is no setup fee.
Common first-booking mistakes
- Treating a PNR as a ticket. The customer cannot fly on a booking reference alone.
- Missing the ticketing deadline. The booking can disappear, and the same fare may not come back.
- Typing names from a chat message. Always copy names from the passport.
- Confirming before ticketing. The price or availability can change until the ticket is issued.
- Not reading the fare rules. The cheapest fare is often the least flexible.
FAQs
Is a PNR the same as a ticket?
No. A PNR is the booking record that reserves seats. A ticket is issued separately and gives the passenger the right to fly. A booking without a ticket can expire.
How long can I hold a flight booking?
It depends on the airline and the fare. Some fares can be held for days, others for hours, and some cannot be held at all. Always check the ticketing deadline for the booking.
Is the price guaranteed when I hold a booking?
Not always. On many fares the price is guaranteed only when the ticket is issued, so re-check it before ticketing.
Can I change a passenger's name after ticketing?
Usually not. Most airlines do not allow name changes after ticketing, and some allow only small spelling corrections. Copy names exactly from the passport before you book.
Can I cancel a held booking for free?
A held booking that is not ticketed can normally be cancelled without a ticket penalty. Once the ticket is issued, the fare rules decide the cost.
