PIA

Pakistan International
Airline

It was established after the independence of

Pakistan with the name of Orient Airways after
it was named as PIA on 11 March 1955.
One of the best airlines in Asia
It operates scheduled services to 24 domestic
destinations and 38 international destinations
in 27
countries across Asia, Europe and
North America. Its main bases are at Karachi,
Lahore and Islamabad/Rawalpindi.

Vision
PIA's vision is to be a world class airline
exceeding customer expectations through
dedicated employees, committed to
excellence.

Mission Of PIA

Employee teams will contribute towards making PIA a

global airline of choice:
Offering quality customer services and innovative
products
Participating in global alliances
Using state-of-the-art technologies
Ensuring cost-effective measures in procurement and
operations

System Analysis.

Ticket Reservation System

Types of Ticket Reservation

System

Five types

Online reservation
2. Phone reservation
3. Face to face reservation
4. Airport ticketing
5. Home delivery Ticketing
1.

Cargo booking

Cargo booking also done in PIA

Which is done by the software AVIVA.

Booking is
Online
Face to face meeting

Rabbia Khan
Roll# 23

Major Activities Of System

Ticket Reservation procedure
Seat availability
Scheduling
Automated PNR updated profile of
customer
Fare and Pricing
Most up-to- date fare databases
Best in class algorithms to calculate
pricing

Sales via direct channels

Sales via indirect channels

Process of Domestic and International

Reservation

 Ticket reservation procedure

PIA reserve ticket from various ways
Scheduling
Availability
Class
Cost

 Automated PNR Updated

profile of customer

They up- to- date the PNR number of

their customers.

At Every system the seat is reserved

through the network.

The concept they are saying is

E-Ticketing.

 Fare and Pricing

Fare and pricing is controlled in head

offices.

If fare of any flight increase then they

just received mail at that moment.

IATA international airline transport

association control the fare and prices.

 Most up-to-date fare

Databases
There is complete record of fare there.
Increase and decrease of fare due to
any occasion
Software are used to store the
information of fare and also complete
up-to-date information to others offices
at same time.

 Class algorithms of
pricing

1.
2.
3.

There are different classes from which

people travel.
Business class
Economy plus class
Economy class

Fare is charged according to classes

you are travelling.

Economy Plus class

Economy class

QWP
Q for low fare
P for high fare

VLIONTMKY
V for low fare
Y for high fare

Now seat is available in Q

they will charge low other
wise they will
accommodate you in the
W and P

Now same is the case

seat availability according
to their situation and they
will charge low if seat is
available in V.

Distribution of fare

Three types

Adult : More than 12 years

100% charged
Child : More than 2 years less than 12
years
75% of adult fare
Infant: Less than 2 years
10% of adult fare
There is no seat for infant

 Sales Via Direct

Channels

They sell their tickets just from their offices.

Sales Via Indirect Channels

Their agents sell their tickets from different

offices they have made they also sell the
tickets of other airlines

Process of Domestic&
International Reservation

Domestic Reservation

International Reservation

Contact No.
Name
Sector of travelling
CNIC

Passport
Visa
Contact no

Input and output Process

Name
Contact No.
Seat availability
Process
Confirmation
Output

Procedure for input and output

Input: Please reserve seat 38C

Process: Has seat 38C already been

booked? No... so book it

Output: Booking confirmed for seat 38C

Input: Please reserve seat 38C

Process: Has seat 38C already been

booked? Yes!

Output: Booking rejected

You can see that the first input is fully

processed before the next one. So seat
38C doesn't get booked twice

Process of input and output can be done

through telephonic or website
reservation.

Example

They use keyboard for Input purpose

Printers for output purpose.

Input an output process

* We have extended the transaction flow to

the following points from Users perspective.
* Login
* Enquiry & Reservation
* Edit
* Cancellation

Detailed Description:
Login:
Inputs User ID and Password
Processing - Authenticate User ID and Password

Verification:
* Verify the user information against the database;
Make sure the login information is credible and
trustworthy.
Outputs - Access Granted/Denied
Users - Users of this process is the User
himself/herself
Future use of this Data: Website could gather these
user details for conducting business analytics model

Enquiry & Reservation:

Inputs Accept Source, Destination, Departure date,
Return Date, Adult/Child/Infant, Class of Travel,
Exact Match/Range Match on Date
Processing - The TPS would do all the necessary
checks as mentioned as below
Verification:
* Verify the input Source and Destination places
details against database to check for valid input.
* Verify the departure date and return date against
calendar and each other
* Verify the class of travel, adult information or
supply with default data
Flight Availability:
* Verify the availability of flight for input Source and
destination place

Hardware
Hardware used are keyboard to accept
data from user like pin code, personal
details, flight details.
Printers to print the booking mod. E.G
destination chosen with timings.
Others are mouse, monitor.

Software
Sabre
Galileo
Amadeus
World span

Sabre

Semi Automated Business Reservation

Environment

Sabre Global Distribution System

400 Airline

America is 1 one who used it.

PIA using it for ticket reservation system

It is complicated.

More advanced one to use.

Much more features as compared to

others.

Other software
To some extent Amadeus, Galileo and
abacus is used.
Their travel agents are using abacus.

AVIVA used software for cargo service.

Network Elements

Complete internet process is involved

which up-to-date the information.

Through the internet information spread

to all the PIA offices.

How system works

Availability of seats
Name of passenger
Contact no
Time ( payment before 3 days of
departure)
PNR ( passenger name record)

Keys for the system:

Keys for PNR( 0 to 9)
for instance
Name key (-)
Selling key ( 0)
Contact No key ( 9 )
Reference ( 6 )
Others
adult : Mr., Mrs., Ms.
child : MSTR , MISS
infant: InF

Three steps for reservation:

PNR formation:
1. Name
2. Contact no
3. Passenger
4. Travelling sector
5. Date
6. ER ( end retrieve)

Pricing
1. Pricing key ( WPRQ)
2. Passenger record
WPRQ#PADT/CNN/INF
3. ER

Price quote record retained:

1. Ticketing command
2. Base price
3. Selling key

Databases..
What are databases
Major purpose of databases
Stores the complete record of the
customer.
Complete Record of flights
If any problem occurred then should b
solved and stored in databases.
Complete record of cargo

Cargo coming from which country and

going to which one.
Databases stores all information for
future.

Functional Model used to represent the

flow of information

Depicts the information flow and

the transforms

Information Entry

User

Screen

Data Base

Information Retrieval

User

Screen

Data Base

Data Flow on Network

What they are doing is

recorded at their head offices.

Everything is passing on
to different systems
through networks.

Karachi is main office.

In Multan information flows from Karachi to Lahore

and then to Multan
.

Training

They are trained to use their software.

They get training from Karachi as well

as from Multan.

At which place they are appointed they

also get training from that place.

In their training Short keys are must for ticket

reservation system.

They have to learn all those keys.

New keys also be generated.

It is complicated to learn all those keys but

they have to.

It consume less time.

Thats why they are using such type of

software.

After some period of time workshops are

conducted to trained their employees.
For new thing they are informed from
their head offices.
They trained their employee for Sabre
software then hire him.

Training Period:
Serial no

Course

Duration

Reservation/tickiting

weeks 2

Sabre training (finance)

days 5

Steady state

days 2

Airport check-in-system) int(

Week 1

Airport check-in system

refresher

days 2

Automate reservation
system

E. Ticketing

Up-to-date information

Efficient and user friendly

First come, first serve

No. of air blues are going to be

increased in near future

Association with easy

paisa

Tickets can be booked from any part of

the country

Co-operation with Tameer Micro Finance

Bank and Telenor easy paisa

Instant booking service

Association with easy

paisa

Easy paisa of Telenor is available in all

the country

Hundreds of its outlets are situated in all

major and urban points of Pakistan

Benefits of using Reservation

System
Present reservation system has removed the
requirement of operational staff to maintain and
update the records of daily reservation and
cancellation of seats.
Can easily find out the current reserved seats
and available seats in different flights.
Availability of records of customers from which
they can contact any specific customer in
some special cases like flight cancellation
because of bad weather etc.

Continued.
No physical space for keeping the records
intact is required and thus cost of maintaining
manual data is reduced.
The major problem of duplicity of records is
eliminated and consequently reduced the
repetitive administrative and clerical work.
Enabled to maintain consistency among
different access modes, e.g. by phone, by
web, at the information desk and across
different physical locations.

Continued.
Minimized the number of vacant seats on a
flight and maximize flight capacity utilization.
Reduced redundancy in the information
required from the customers.
Finally the system reduced the effort and
frustration for travelers in scheduling a trip.

Comparative advantage as compared to

other organizations working in Multan.

They have costly software for ticket

reservation which is not available in
other airline companies.

They get cost of 25$ US Dollar for just 1

PNR.

If cancellation done cost will not be

refunded.

Repairness of software is also costly.

Which is deal in IT department and

required high cost because they are
running American software.

E-Ticketing they are using.

Which is profitable for them and less time

consuming.

They have started online ticketing 4.5

years before.

Online Ticketing is less time consuming and

there is much more cost benefit.

Also there is ease for the customers.

There system is not complete auto.

System is so difficult to operate.

There employees do not fully understand it

how to operate it.

It has many functions they don't know.

So much commands which is not easy to

remember.

Reissue of ticket is great problem if

cancellation process occurred.

Upper management is not good in

handling it.

System is not fully secure anyone can

access it.

Fare not properly charged.

IT specialists repair the system if any

problem occurred.

They should keep the back up for the system

if any problem occurred.