Amadeus Integration

The Amadeus integration allows you to import airline ticket data from the Amadeus reservation system, manage tickets by PNR (Passenger Name Record), and link them to customer orders in Itsy.

Key concepts

PNR (Passenger Name Record)

A PNR is a 6-character code that uniquely identifies a booking in the airline system. Each PNR can contain multiple tickets for different passengers or services. In Itsy, PNRs serve as the primary grouping for imported tickets.

AIR files

AIR files are structured text files exported from Amadeus that contain ticket data. Each file includes passenger information, flight segments, fares, taxes, and payment details. A single file may contain tickets for multiple passengers.

Tickets

Each ticket represents an individual travel document within a PNR. Tickets contain flight segments, fare breakdowns, tax details, and passenger information.

How AIR files are processed

AIR files are the primary way ticket data enters Itsy. The import process has distinct stages, each with its own status:

AIR file statuses

Manual upload

In addition to automatic detection, you can upload AIR files manually through the Amadeus section. This is useful when files are received outside the normal bucket workflow (e.g., emailed by a supplier). The same parse-and-import process runs after a manual upload.

Re-uploading a file

If you upload a file with the same filename as one already in the system, the existing record is updated rather than creating a duplicate. This lets you correct a file without orphaning the original.

Workflow

The end-to-end workflow from file arrival to linked orders:

1. AIR file arrives — either automatically from the cloud storage bucket or through manual upload.
2. Parse and import — Itsy extracts passenger information, flight segments, fares, taxes, and payment details from the file.
3. Review PNRs — imported tickets are grouped by PNR on the Amadeus page. You review each PNR's tickets.
4. Link to orders — you select tickets and link them to existing orders or create new ones.

1. Review PNRs

Navigate to Inventory > Amadeus to see all imported PNRs. Each PNR row shows:

• PNR code
• Link status — Green (all tickets linked), Orange (some linked), or Gray (none linked).
• Agent — The initials of the agent who created the PNR in Amadeus.
• Ticket count — Total tickets in the PNR.
• Linked count — How many tickets are linked to orders.
• Orders — Badges for each linked order (showing the order code and ticket count per order).
• Last updated — When the most recent change occurred.

Filtering PNRs

The PNR list uses filter chips above the list to narrow results. A date filter for Updated on is always visible and defaults to the last 6 weeks. You can add more filter chips using the + button:

Each chip shows a summary of its active value. Click a chip to edit its value, or click the x to remove the filter. Add and remove filters as needed — only active chips affect the list.

Saved views

You can save your current combination of filters as a view for quick access later. Click the bookmark icon to save a new view, load an existing one, or set a default view that loads automatically when you open the page. Views can be shared with your team or kept private. If you modify filters after loading a view, the view shows a dirty indicator so you can save over it or discard the changes.

2. Link tickets to orders

Click on a PNR to view its tickets. Linking operates at the individual ticket number level — you select specific ticket numbers using checkboxes, rather than linking an entire PNR at once. Use Select All to select every available ticket at once. Void tickets and already-linked tickets are grayed out and cannot be selected.

Each ticket row displays the passenger name, ticket number type (Ticket, EMD, or MCO), route, date range, price, and — if already linked — a badge linking to the order. This lets you see partial link status at a glance (e.g., 3 of 5 tickets linked).

Once you have selected tickets, a linking panel appears with two options:

• Create new order — Select a client and segment, then click Create New Order. Itsy creates a new order with the selected tickets and automatically creates participants from the ticket passenger data.
• Link to existing order — Search for and select an existing order, then click Link to Order. The tickets are added to the order and participants are created or matched.

When linking, Itsy automatically:

• Creates a "Tickets" booking group in the order.
• Adds the PNR as an external reference on the order.
• Creates participants from ticket passenger data.
• Sets the booking date range from the earliest departure to the latest arrival across all linked segments.
• Logs the linking action in the order's timeline.

Ticket details

Expanding a ticket shows full details:

Flight segments

Each segment includes:

• Flight number and airline
• Origin and destination airports
• Departure and arrival dates/times
• Class of service and fare basis
• Baggage allowance

Pricing

• Flight price (fare)
• Taxes (imported from the AIR file)
• Form of payment
• Commission rate and amount
• Endorsement restrictions (if any)

Manual taxes

You can add custom tax lines on top of the taxes imported from the AIR file. This is useful for recording additional charges or adjustments not captured in the original Amadeus data — for example, agency service fees, miscellaneous surcharges, or corrections.

How manual taxes interact with imported taxes:

• Imported taxes come directly from the AIR file and cannot be edited or deleted. They reflect the original airline pricing exactly as Amadeus recorded it.
• Manual tax lines are added separately and sit alongside the imported taxes. They do not replace or modify any imported tax — they are additions.
• Manual tax codes must start with AC (airline accounting charges) or SS (service segment charges). Each manual tax line has a tax code, currency, and amount.
• You can edit or delete manual tax lines at any time without affecting the imported taxes.

Automatic recalculation: When you add, edit, or delete a manual tax line, Itsy automatically recalculates the ticket number's total (fare + all taxes including manual ones), the linked booking's price, and the order's totals. This cascade keeps everything in sync — you do not need to manually update booking or order amounts after changing a tax line.

Ticket number types

Each entry within a PNR has a type that indicates what kind of document it is:

Ticket information

• Ticket number (airline code + number)
• Passenger name
• Passenger contact information (phone or email when available)
• Issue date
• PNR creation date
• Office ID and IATA number
• Airline code
• Ticketing agent

EMD (Electronic Miscellaneous Document) details

EMDs are electronic documents for ancillary airline services — things like extra baggage, seat upgrades, lounge access, or other add-ons that are not part of the base ticket. A PNR can contain both regular tickets and EMDs, and each EMD is treated as its own entry with its own pricing.

Each EMD shows:

• EMD type and reason for issuance — what the EMD covers (e.g., baggage, seat selection)
• Marketing and servicing carrier codes — which airlines are responsible
• Route information — origin and destination airports
• Validity period — the dates the EMD is valid (not valid before / not valid after)
• Pricing breakdown — base fare, taxes, equivalent amounts in local currency, net fare, and total collected
• Excess baggage details — when the EMD covers extra luggage, the number of units, charge per unit, and currency

EMDs are linked and managed alongside regular tickets. When you link tickets from a PNR to an order, you can include EMDs in the selection. They appear as separate booking line items so you can track ancillary charges independently.

MCO (Miscellaneous Charges Order) details

MCOs are documents for miscellaneous airline charges that do not fit a standard ticket or EMD — refund processing fees, penalty charges, or credits toward future travel, for example.

Each MCO shows:

• MCO type — the category of miscellaneous charge
• Document type and reason for issuance — why the MCO was created
• Type of service — a description of the service or charge
• Carrier or operator — who the charge is payable to
• Location — the airport or city
• Pricing — total amount and currency, and whether taxes are included
• Additional remarks — free-text notes from the Amadeus record

Like EMDs, MCOs appear as separate entries within a PNR and can be linked to orders individually.

Void tickets

A ticket can be marked as void in the Amadeus data. Void tickets appear in the PNR detail view but are grayed out and cannot be selected for linking. This ensures you do not accidentally link canceled or invalidated tickets to orders.

AB Remarks

AB remarks are free-text comment lines from the Amadeus reservation. They typically contain contextual information such as company names, project codes, client identifiers, or special instructions. Remarks can be associated with specific passengers or segments.

When viewing a PNR's tickets, AB remarks appear as purple badges. During the linking process, all unique remarks from the selected tickets are displayed together, helping you identify who the tickets belong to.

Automatic client matching

When you select tickets for linking, Itsy checks the AB remarks against client profile codes. If a remark matches exactly one client's profile code, that client is automatically suggested in the linking panel. This speeds up the linking process for repeat customers — you set their profile code once, and future ticket imports automatically find the right client.

Unlinking tickets

If you need to reverse a ticket link, you can unlink a booking that was created from Amadeus tickets. Unlinking removes the connection between the ticket numbers and the order, then deletes the booking. The tickets return to "Available" status on the PNR detail page and can be linked to a different order.

You cannot unlink individual ticket numbers from a booking — the entire booking is unlinked at once.

Default Amadeus supplier

Your workspace has a default Amadeus supplier setting (configured in workspace settings) that controls which supplier is assigned to bookings created from Amadeus tickets. When linking tickets to an order, this supplier is used automatically so you do not need to select one each time.

Automatic file detection

Itsy automatically detects AIR files uploaded to your workspace's cloud storage bucket. The system polls the bucket at regular intervals, looking for files with a .AIR extension inside your workspace's folder. When a new file is found, Itsy:

1. Downloads the file content.
2. Saves it as an AIR file record in the system.
3. Deletes the source file from the bucket to avoid duplicate processing.
4. Parses and imports the tickets from the file.

Re-uploading a file with the same filename updates the existing record rather than creating a duplicate.

The imported tickets appear on the PNR list, ready for you to review and link to orders.

How it connects

• Linked tickets appear as bookings in Orders, grouped under a "Tickets" booking group.
• PNRs are stored as external references on orders for traceability.
• Ticket passenger data creates participants within orders.
• The workspace's default Amadeus supplier (configured in workspace settings) is assigned to bookings created from tickets. You can also manage suppliers through Suppliers.
• AB remarks are matched against client profile codes for automatic client suggestion during linking.
• Saved views let you quickly recall frequently used filter combinations without re-entering them each time.
• Manual tax changes automatically cascade to the linked booking and order — the booking price, participant prices, and order totals all recalculate when you add, edit, or delete a manual tax line.