Skip to main content
See how to approach different issues when encountered. This section includes product and mapping related scenarios. First flow step mapping
  • I can’t see a property in our system.
    • Cause: Property is not assigned to this feed but to another feed.
      Action: Check you are using the correct feed for that market.
    • Cause: Property is not mapped in your system.
      Action: Contact your product manager to map it.
    • Cause: Property is not assigned to your feed.
      Action: Contact your account manager in OTS.
  • I can’t find details of a property in our system (images, descriptions).
    • Cause: Property was not fully mapped or had a mapping error.
      Action: Contact your product manager/IT.
    • Cause: Some concepts are not included in the NBC message.
      Action: Contact Axis Data Integrations.
    • Cause: Property is on sale but NBC was not mapped yet.
      Action: Contact your product manager/IT.
  • Some details of a property are incorrect or different from what I got via other systems.
    • Cause: Property was incorrectly mapped.
      Action: Check the property to ensure it was correctly identified.
    • Cause: Property has outdated data in OTS.
      Action: Contact OTS NBC.
    • Cause: Property has outdated data in your/other systems.
      Action: Contact your product manager.
  • I can’t find a specific area in our system.
    • Cause: Area was incorrectly mapped.
      Action: Check the area to property mapping to ensure it was correctly identified.
    • Cause: Area name has changed in OTS, property-area mapping failed.
      Action: Contact OTS NBC.
  • I can’t find a property under a specific area.
    • Cause: Property was incorrectly mapped.
      Action: Check the property to ensure it was correctly identified.
    • Cause: Property has outdated data in OTS.
      Action: Contact OTS NBC.
    • Cause: Property has outdated data in your/other systems.
      Action: Contact your product manager.
  • I have a property located in a wrong area.
    • Cause: Area was incorrectly mapped.
      Action: Check the area to property mapping to ensure it was correctly identified.
This section covers issues when a search is performed for both data retrieved from our cache and live requests. Second and third step search
  • I can’t get results for a specific property.
    • Cause: Property does not have enough allotment or it’s in Stop sales.
      Action: Select another property or dates.
    • Cause: Property is not assigned to this feed but to another feed.
      Action: Check you are using the correct feed for that market.
    • Cause: Requested stay is over the maximum defined by OTS (55 days).
      Action: This request can’t be processed.
  • I get a specific property in a search response but it fails when I try a quotation.
    • Causes:
      • Pax ages are different in the search request than in the quote request. Children might be considered as adults, causing occupancy error.
      • Allotment was consumed during the search to quote step.
      • Property/room/board was closed/stop sales during the search to quote step.
        Action: Property not available for the requested parameters, start a new search.
    • Causes:
      • Allotment was consumed since the cache file delivery (old cache).
      • Property/room/board was closed/stop sales since the cache file delivery (old cache).
        Action: Property not available for the requested parameters, choose a different option.
  • I get results only for high occupancies (bypassing the cache file).
    • Cause: Property was included recently, a cache file was not delivered yet.
      Action: Wait for the cache file to be delivered.
This section covers all issues related to the booking process: quote, book and cancellations. Last step booking
  • I can’t book a property from which I got a favorable quotation (initial quotes).
    • Causes:
      • Allotment was consumed during the quote to book step.
      • Property/room/board was closed/stop sales during the quote to book step.
        Action: Verify data with a new quotation. If a quote is returned OK and an immediate book fails, contact integrations.
    • Cause: A network issue prevented the request or the response from reaching the destination in time.
      Action: Verify the status of the booking in the ClientNet.
  • I can’t cancel a booking, I got an error indicating the reference does not exist.
    • Causes:
      • Reference is incorrect.
      • Booking was not stored. Action: Contact customer support.
  • I get a price difference between my search result and my quotation result.
    • Causes:
      • Price may have changed in the last minutes.
      • Pax ages are different in the search request than in the quote request. Children might be considered as adults.
        Action: Property not available for the requested parameters, choose a different option.

​
Ghost Bookings

When an XML message to confirm a booking is sent but no response is received (timeout), there are various scenarios for errors to occur:
  • While sending:
    • In the Distributor systems: booking request never gets sent.
    • In the internet: message gets lost/corrupted.
    • In our systems: message does not get processed.
  • While responding:
    • In our systems: booking response never gets sent.
    • In the internet: message gets lost/corrupted.
    • In Distributor systems: message does not get processed.
It is technically only possible to detect these cases by the sender of the request. Conclusively, we require a “failed booking process” during certification of every integration to define actions to be taken by the client when a booking request is not responded to in an agreed time (in general 10 seconds). Options are:
  • If the booking is not confirmed to the end customer (and no flights are reserved), send automatic cancellation after 5 minutes of detection. Keep logs for troubleshooting and disputes.
  • If the booking is confirmed to the end customer or flights are booked, send automatic rebooking message with the exact same reference after 5 minutes of detection.
    • If the booking was not processed, it will then be automatically confirmed.
    • If the booking was already made with the first request, a “Booking already exists” error will be returned.
    • An OTA_Read message can be implemented to obtain our booking references and response details like price and price breakdown.
  • If none of the above technical solutions can be put in place, some clients opt for sending an email to their support department to review and resolve the situation on ClientNet.
If a booking request is received and the client does not receive a booking response, the booking remains payable, if not cancelled.