Category / Section
AirGateway Support: Scope and Limitations
Published:
This article details the scope of support provided for issues related to BookingPad and the Chrome Extension (GDS-BookingPad comparison tool). We focus on capabilities within the desktop platform, but cannot assist with external airline portals, GDS systems, or technical issues related to the AirGateway API partner integrations.
Shopping and Fares
We provide guidance on obtaining and comparing fares within BookingPad.
| We Can Help With | We Cannot Help With |
|---|---|
| ✅ How to obtain Nego and private fares in the BookingPad Agent Desktop using Presets | ❌ Support for external Airline NDC Portals (e.g., SPRK, IAG Portal, etc.) |
| ✅ Comparison of NDC fares available in the Airline NDC Portal versus those in the BookingPad Agent Desktop | ❌ Comparisons to GDS/EDIFACT, airline websites, other OTAs, or metasearch fare results |
NDC Servicing Actions
Our support is focused on guiding you through the servicing workflow in the BookingPad Agent Desktop. We will provide assistance but cannot perform the actual actions for you.
| We Can Help With | We Cannot Help With |
|---|---|
| ✅ Access and login problems for your BookingPad Agent Desktop (mandatory 2FA setup is required for all logins) | ❌ Access to Airline-owned NDC Portals (e.g., SPRK, IAG Portal, etc.) |
| ✅ Guidance on how to perform servicing actions on NDC bookings (e.g., voluntary changes, cancellations) | ❌ Determining what servicing actions can be done on bookings within external Airline NDC Portals |
| ✅ Providing live, step-by-step assistance on how to execute servicing actions on NDC bookings within the BookingPad Agent Desktop | ❌ Performing servicing actions on bookings (e.g., cancellations, rebooking) on your behalf |
| ✅ Providing airline NDC Helpdesk contact details | ❌ Contacting the airline to request servicing actions for your bookings |
Airline Disputes (ADMs, Refunds, etc.)
| We Can Help With | We Cannot Help With |
|---|---|
| ✅ Performing a quick technical analysis to determine the root cause of an issue and identify responsibility (e.g., system failure vs. agency error) | ❌ Initiating or managing a dispute on behalf of the agency. This process must be handled via BSP |
| ✅ Providing the relevant XML traces and evidence to the agency to support a BSP dispute | ❌ Chasing airlines for a solution or status update regarding a dispute |
BookingPad Browser Extension
The browser extension is a technical tool designed to read fare data from specific Amadeus displays.
| We Can Help With | We Cannot Help With |
|---|---|
| ✅ Problems with the extension while operating within Google Chrome | ❌ Problems with the extension while operating within other browsers (e.g., Edge, Firefox) |
