SOP Overbooking

Standard Operating Procedure:
Overbooking
Division:
Commercial Operations –
Commercial
Document No. : IAA/COP/SOP/01

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Revision O : 00
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OVERBOOKING SOP
ISSUE 01 REVISION 00
APPROVAL
FOR
PT INDONESIA AIRASIA
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Strictly for internal use only. The approved Master Copy of this document is held by the Document Control
Centre. Any other copy, either electronic or paper, is an uncontrolled copy and must be deleted or destroyed
when it has served its purposed
Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

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Issue Date 1 Apr 17
Overbooking SOP
Issue 01 Rev. 00
Amendments Record
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AMENDMENTS RECORD
Issue Rev. No Effective Date Reason for Revision
01 00 1st April 2017 Initial issue
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Overbooking SOP
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Distribution List
Page 2
D I S T R I B UT I ON L I S T
Holder Location
Commercial Division Head Office – CGK
Corporate Quality and Assurance Department Head Office – CGK
Ground Operations and Customer Management
Head Office – CGK
Department
Guest Service Staffs All IAA Stations
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Overbooking SOP
Issue 01 Rev. 00
Table of Contents
Page 3
TABLE OF CONTENTS
Approval of SOP .................................................................................................................. i

Amendments Record .......................................................................................................... 1
Distribution List .................................................................................................................. 2
Table of Contents ................................................................................................................ 3
Objective, Scope and Description ..................................................................................... 4
Responsibilities
Determine Overbooking Schedule ...................................................................................... 5
Overbooked Guest Handling .............................................................................................. 5
Day of Departure Handling on Overbooked Flight .............................................................. 5
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Reference Documents ........................................................................................................ 6
Policies P
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Rules for Determining Overbooking Flights Schedule ........................................................ 7
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Denied Boarding Care and Compensation ......................................................................... 8
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Refund Compensation ....................................................................................................... 9
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E-Coupon/ ID90 ................................................................................................................ 9
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Priority to Offload on an OverbookedT
Flight ..................................................................... 11
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Priority to Move to Next Available Flight ........................................................................... 11
Procedure C
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U Schedule.................................................................................... 12
Determine Overbooking
Overbooked Guest Handling ............................................................................................ 13
Day of Departure Handling on Overbooked Flight ............................................................ 14
Appendices
Domestic Flight Compensation Matrix .............................................................................. 16
International Flight Compensation Matrix ......................................................................... 17

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Issue Date 1 Apr 17
Overbooking SOP
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Objective, Scope and Description
Page 4
OBJECTIVE
1.1 This Standard Operating Procedure (SOP) document sets forth the guidelines, policies
and procedures to govern the overbooking procedures for flight bookings.
SCOPE
2.1 The scope of this SOP will govern the overbooking procedures for PT Indonesia
AirAsia flights on the following:
1) Rules to determine overbooking prior to adjusting the sales lid in the system;
2) Denied boarding compensation for affected Guest(s);
3) Handling of E-Coupon, ID90 bookings and Duty Travel for overbooked flights.
DESCRIPTION Y
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3.1 O reservations than there
Overbook means that there are more Guests holding confirmed
are seats available (seat capacity of the aircraft). C
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3.2 E
Effective 1st April 2017, overbooking will be enabled on selected QZ domestic and
L will originate from Indonesia only
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international flights. Note: International flights
(outbound from Indonesia).
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3.3 Types of overbook: T
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1) Commercial: Airline’s O
decision to allow overbooking on a selected flight;
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N swap/ change that result in fewer seats available on a
2) Operational: Aircraft
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particular flight.

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Issue Date 1 Apr 17
Overbooking SOP
Issue 01 Rev. 00
Responsibilities
Page 5
R E S P ON S I B I L I T I E S
4.1 Determine Overbooking Schedule
4.1.1 Route Revenue Team
1) Plan and decide on the flights to be overbooked.
2) Make necessary amendment if needed.
3) Notify Regional Scheduling Team to adjust the sales lid accordingly.
4.1.2 Regional Head of Route Revenue
1) Give approval to on the flights to be overbooked.
4.1.3 Regional Scheduling Team Y

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Osales lid for overbooking
1) Follow up with Route Revenue Team to adjust the
flights. C
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4.2 Overbooked Guest Handling E
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4.2.1 GS Staff L
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T is full and that Guest(s)
1) Inform Guest(s) the flight will be transferred to the
next available flight.N
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C service recovery.
2) Provide Guest’s
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4.3 UHandling on Overbooked Flight
Day of Departure
4.3.1 GS Staff
1) Highlight which flights are overbooked during the pre-flight briefing.
2) Determine the number of Guest(s) holding e-Coupon, ID90 and Duty Travel
booking.
3) Advise the Guest(s)/ Staff(s) during check-in that the status of their booking is
now subject to load due to overbooking.
4.3.2 E-Coupon/ ID90/ Duty Travel
1) Return to check-in counter at 70 (seventy) minutes prior to STD.

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Overbooking SOP
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Reference Documents
Page 6
R E F E RE NC E D O C U M E N T S
Title Doc. ID
Employee Travel Benefits SOP IAA/PPD/SOP/02
Delay Management SOP IAA/GOP/SOP/07
Refund SOP IAA/FIN/SOP/06
Flight Irregularities: Service Recovery IIB 621B/ 1st September 2016
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Overbooking SOP
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Policies
Page 7
P O LI C I E S
5.1 Rules for Determining Overbooking Flights
5.1.1 The following rules will be used to determine which flight that can be
overbooked:
No Flight Frequency Overbooking Rules

For routes where the total
frequency (Group level) is
1  Overbooking is not allowed.
up to 2 (two) flights per
day per sector
 Limited to 5 (five) Guests;
 Only alternate flights can be overbooked;

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 Time gap between the P overbook flight and the
next available flightO
in the sector cannot
exceed 4 (four) C hours;
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 Weekend and embargo period flights can be
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overbooked
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public holidays as follows:
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T Festive Season –
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Public Holidays
No Overbooking
O Starts on 2nd week of
Cthe total
For routes where 1
Christmas Break
December – 1st week
N level) is
frequency (Group & New Year Eve
3 (three)U
2 of January
or more flights Chinese New 2 (two) days before
per day per sector 3
Year until 2 (two) days after
Hari Raya Aidil 2 (two) days before
4
Fitri until 2 (two) days after
2 (two) days before
5 Hari Raya Hajj
until 2 (two) days after
*Specific date may vary yearly
 Overbooking on international flights is ONLY

for one way (ex – Indonesia stations).
 Overbooking for sharing routes is ONLY for QZ

flights.

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Overbooking SOP
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Policies
Page 8
 The last departure flight of the day MUST NOT

be overbooked.
 The flights selected for overbooking must be

adjusted accordingly by Regional Scheduling
Team when there are changes to the flight
schedules/ during capacity management.
Other Considerations
a) Flights which are overbooked preferably must not be retimed unless the
inbound aircraft is delayed.
b) Flights which are merged preferably must not be delayed.
5.2 Denied Boarding Care and Compensation Y

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5.2.1 Once a flight is full and there are Guest(s) queuing to check-in for that flight within
the required time frame [45 (forty five) minutes for International and 30 (thirty)
minutes for Domestic], the Guest(s) will haveD to be informed that the flight is full
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and will be transferred to the next available flight.
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5.2.2 The Guest(s) should be checked Oin on the subsequent flight immediately to
ensure they do not experienceR
further delays.
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5.2.3 N
GS Staff should try to avoid denied boarding situation of any special handling
Guest(s). However,Oif unavoidable, GS Staff should make all
arrangement N
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to facilitate them and provide service recovery.
possible
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5.2.4 GS Staff must ensure that there is no visa/ passport validity limitation for the
Guest(s) being denied boarding (International flight only).
5.2.5 The compensation for the denied boarding for domestic flights is following the
Delay Management SOP (IAA/GOP/SOP/07). The matrix regarding to the
compensation details refer to appendix 7.1.
5.2.6 The compensation for the denied boarding for international flights is following
the IIB 621B/ 1st September 2016, will provide care and compensation as below:
1) Meals in relation to waiting time (for > 2 hours delay);
2) Telephone calls and internet access (where applicable);
3) Hotel accommodation, where a stay of one or more nights becomes

necessary;

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Issue Date 1 Apr 17
Overbooking SOP
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Policies
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4) Amenities shall always include the option to be given priority booking in the
next flight with available space and other circumstances permit such as
accommodation, at the option of the Guest(s).
5) Credit Shell; or
6) Refund of unused portion or refund for entire itinerary if the flight is no longer
serving any purpose;
7) Endorse to other carrier.
For full information regarding to compensation for international refers to appendix

7.2.
5.2.7 IAA will only be responsible to move/ re-route Guest onto the next available flight
based on the destination stated in the Guest’s final itinerary issued by AirAsia/
AirAsia X Group. Y
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OShell as the first priority
5.2.8 If Guest decline, IAA shall offer to refund using Credit
than cash refund based on point 5.3. C
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5.3 Refund Compensation E
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5.3.1 L
Refund of the full cost of the ticket at the price when it was bought, including
O of the journey not made, and for the part
taxes and fees, for the parts or parts
already made if the flight T
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is no longer serving any purpose in relation to the
N without right to board.
Guest’s original travel plan,
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5.3.2 Cfor the destination as stated in the Guest flight itinerary issued
The refund is only
N airline within the AirAsia/ AirAsia X Group.
by the operating
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5.3.3 GS Staff must place the PNR in “GENRLQ queue” which will be processed by
the Refund Support Team.
5.3.4 The whole refund procedures are following to Refund SOP (IAA/FIN/SOP/06).
5.4 E-Coupon/ ID90
5.4.1 Day of Departure
1) During pre-flight briefing, GS Staff will highlight which flights are overbooked
and determine the number of Guest(s) holding eCoupon, ID90 and Duty
Travel booking.
2) Check-in Agents must check Guest flight itinerary for the fare basis prior to
check-in:
a) “F” fare for eCoupon;

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Overbooking SOP
Issue 01 Rev. 00
Policies
Page 10
b) “S” fare for ID90;
c) “N” fare for Duty Travel.
3) On the day of departure e-Coupon/ ID90 (Guest/ Staff) will be handled as

follows:
a) Advise the Guest(s)/ Staff during check-in that the status of their booking
is now subject to load due to overbooking.
b) Guest(s)/ Staff must return to the counter at 70 (seventy) minutes prior to

the estimated time of departure. Guest(s)/ Staff must be advised that any
excess baggage and/ or fees must be made prior to acceptance.
5.4.2 Collection of Excess Baggage/ Fee
1) The following will apply: Y

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a) Weight the baggage; O
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b) If the weight is more than the pre-booked weight, excess baggage will
apply otherwise an airport bag mustE be paid for. Complete the excess
L fee and the amount payable;
baggage payment slip to reflect the
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c) 45 (forty five) minutes for international flights and 30 (thirty) minutes for
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Tto the estimated time of departure.
domestic flights prior
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O is not paid and seats are available at flight closure, the
Note: If excess baggage
Cbe refused from checking-in to avoid delay to check-in and
Guests/ Staff may
consequentlyN delaying the aircraft.
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5.4.3 Flight Close: Full Flight
1) Upon flight closure at minus 45 (forty five) minutes for international flights and
30 (thirty) minutes for domestic flights prior to the estimated time of departure,
if all the booked Guest(s) have checked-in, Guest(s)/ Staff travelling on e-
Coupons/ ID90 (booking online) will be eligible for denied boarding service
recovery provided (point 5.2).
5.4.4 Flight Close: Seat Available
1) Upon flight closure at minus 45 (forty five) minutes for international flights and
30 (thirty) minutes for domestic flights prior to the estimated time of departure,
if there are seats available, the following will apply:
a) Check-in Guest(s)/ Staff, if there is excess baggage; it would have been

pair prior to the Guest/ staff returning back to the check-in counter. Failure
to pay, despite, Agent’s earlier advise may result in the Guest(s)/ Staff
being refused for the flight.

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Overbooking SOP
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Policies
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5.5 Priority To Offload on an Overbooked Flight
5.5.1 The priority to offload from the aircraft are as table below:
Priority Guest/ Staff

First ID90 Dependent
Second ID90 Staff
Third e-Coupon (Staff/ Dependent)
Fourth Duty Travel
Fifth Denied boarding Guest (on previous flight)
Sixth Paying Guest
5.5.2 The following staff must not be offloaded:
1) Flight Crew (either technical crew on board i.e. Flight Engineer or crew who is
required to join duty immediately upon arrival).
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5.5.3 No SNY (Supernumery) Technical or Cabin Crew should Pbe rostered to travel on
an oversold flight. Relevant department must ensureO
that the flight is available
before rostering SNY. C
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5.5.4 Duty travel staff due to an overbooked flightE
will be handled as follows:
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1) “Move Flight”; Staff should be Ochecked in and baggage tagged on the
R ensure they do not experience further delays;
subsequent flight immediately to
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Nwill be offered to the staff.
2) No other compensations
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5.5.5 Duty travel on anC overbooked flight will be allowed if the purpose of his/ her travel
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is time sensitive (e.g. the delay in duty travel lead to significant financial losses).
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5.6 Priority to Move to Next Available Flight
5.6.1 The priority to move to the next available flight are as table below:
Priority Guest/ Staff

First Paying Guest
Second Duty Travel
Third e-Coupon (Staff/ Dependent)
Fourth ID90 Staff
Fifth ID90 Dependent
5.6.2 If there is Engineer on Board (EOB) on that flight, based on the approval of
Director of Flight Operations, EOB may board on the jump seat.

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Issue Date 1 Apr 17
Overbooking SOP
Issue 01 Rev. 00
Procedure
Page 12
P RO CE DU R E
6.1 Determine Overbooking Schedule
Overbooking SOP
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Determine Overbooking Schedule P
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Route Revenue Team
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1. Plan and decide D 3. Notify Regional
E
2. Make necessary Scheduling Team to
Start on the flights to be
overbooked.
amendment.
L adjust the sales lid
L accordingly.
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TNo
Group Head of Route
N
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Revenue
C Approved? Yes
N
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Regional Scheduling
Team (RST)
4. Follow up with
Route Revenue Team
End
to adjust the sales lid
for overbooking flights.
Strictly for internal use only. The approved Master Copy of this document is held by the Document Control Centre. Any other copy, either electronic or paper, is an
uncontrolled copy and must be deleted or destroyed when it has served its purposed

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Issue Date 1 Apr 17
Overbooking SOP
Issue 01 Rev. 00
Procedure
Page 13
6.2 Overbooked Guest Handling
Overbooking SOP
Overbooked Guest Handling
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Guest
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1. Come to check-
Start
in counter.
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2. Inform that theR
T 3. Provide service
GS Staff
flight is full and will

Full flight? Yes
N
be transferred to the
recovery to the
affected Guest.
End
O
next available flight.
C
N
No

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Issue Date 1 Apr 17
Overbooking SOP
Issue 01 Rev. 00
Procedure
Page 14
6.3 Day of Departure Handling on Overbooked Flight
Overbooking SOP
Day of Departure Handling on Overbooked Flight

Y
2. Determine the P
3. Advise the Guest(s)/
1. During pre-flight
number of Guest(s) O
Staff during check-in that
GS Staff
C
briefing, highlight
Start holding eCoupon, ID90 the status of their booking
which flights are
and Duty Travel is now subject to load due
overbooked.
booking. D to overbooking.
E
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E-Coupon/ ID90/ Duty
T 4. Return to check-
N in counter at 70
Travel
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End
(seventy) minutes
C prior to the STD.
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Issue Date 1 Apr 17
Overbooking SOP
Issue 01 Rev. 00
Appendices
Page 15
A P P E N DI C E S
7.1 Domestic Flight Compensation Matrix

7.2 International Flight Compensation Matrix
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Issue Date 1 Apr 17
Overbooking SOP
Issue 01 Rev. 00
Appendices
Page 16
7.1 Domestic Flight Compensation Matrix
*Reference: SOP Delay Management (IAA/GOP/SOP/07)

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Overbooking SOP
Issue 01 Rev. 00
Appendices
Page 17
7.2 International Flight Compensation Matrix
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*Reference: IIB 621B/ 1 September 2016

SOP Overbooking

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SOP Overbooking

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Standard Operating Procedure:

Document No. : IAA/COP/SOP/01

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

Issue Rev. No Effective Date Reason for Revision

01 00 1st April 2017 Initial issue

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

Approval of SOP .................................................................................................................. i

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

2) Denied boarding compensation for affected Guest(s);

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

4.1 Determine Overbooking Schedule

4.1.1 Route Revenue Team

1) Plan and decide on the flights to be overbooked.

2) Make necessary amendment if needed.

3) Notify Regional Scheduling Team to adjust the sales lid accordingly.

4.1.2 Regional Head of Route Revenue

1) Give approval to on the flights to be overbooked.

4.1.3 Regional Scheduling Team Y

1) Highlight which flights are overbooked during the pre-flight briefing.

4.3.2 E-Coupon/ ID90/ Duty Travel

1) Return to check-in counter at 70 (seventy) minutes prior to STD.

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

5.1 Rules for Determining Overbooking Flights

No Flight Frequency Overbooking Rules

 Limited to 5 (five) Guests;

 Only alternate flights can be overbooked;

 Overbooking on international flights is ONLY

 Overbooking for sharing routes is ONLY for QZ

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

 The last departure flight of the day MUST NOT

 The flights selected for overbooking must be

b) Flights which are merged preferably must not be delayed.

5.2 Denied Boarding Care and Compensation Y

1) Meals in relation to waiting time (for > 2 hours delay);

2) Telephone calls and internet access (where applicable);

3) Hotel accommodation, where a stay of one or more nights becomes

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

7) Endorse to other carrier.

For full information regarding to compensation for international refers to appendix

5.4 E-Coupon/ ID90

5.4.1 Day of Departure

a) “F” fare for eCoupon;

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

b) “S” fare for ID90;

c) “N” fare for Duty Travel.

3) On the day of departure e-Coupon/ ID90 (Guest/ Staff) will be handled as

b) Guest(s)/ Staff must return to the counter at 70 (seventy) minutes prior to

5.4.2 Collection of Excess Baggage/ Fee

1) The following will apply: Y

5.4.4 Flight Close: Seat Available

a) Check-in Guest(s)/ Staff, if there is excess baggage; it would have been

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

5.5 Priority To Offload on an Overbooked Flight

Priority Guest/ Staff

5.5.2 The following staff must not be offloaded:

Priority Guest/ Staff

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

6.1 Determine Overbooking Schedule

Form IAA/QMS/F/02 Authority: Director of Commercial PT Indonesia AirAsia

6.2 Overbooked Guest Handling

Overbooked Guest Handling

flight is full and will