Troubleshooting
Here you can find a selection of common error and warning messages that you may encounter while using AY NDC.
Error message | Explanation | Solution |
|---|---|---|
| A required header representing a Message Addressing Property is not present | XML structure error | Check that every <xxx> section ends with a </xxx> |
| Invalid Input Data | Some field is missing or empty | Review the implementation guide for mandatory content |
| Link down | Connectivity error | Retry after 2-3 minutes |
| No match for record locator | - Access to the order is restricted (created by another IATA) - OrderID is incorrect - The order is expired (more than 36 hours since the departure of the last flight) | - Check the OrderID - Retrieve the booking on Finnair.com |
| Requested corporate profile info ignored | Corporate profile information from the input is ignored and the one from the offer is used | Update the CorporateID in the offer with OfferPrice if needed |
| Requested traveller profile info ignored | Frequent Flyer profile information from the input is ignored and the one from the offer is used | Update the Frequent Flyer cards in the offer with OfferPrice if needed |
| Target office ID not found | The seller recognition section is incorrect The seller has not been configured | Verify the seller recognition structure mentioned under “AY specificities”. |
| Too many open conversations | Traffic overloaded | Retry after 2-3 minutes |
| Umarshalling Error | Grammar error | Check the formatting of the value or look for any empty fields in your message |
| Unable to process | System error | Send the request again |
Error message | Explanation | Solution |
|---|---|---|
Invalid request | Invalid input in the query | Check the request message content |
No profile found matching this search criteria | The airline in the query has not defined its OD list | Use airline code "AY" |
Error message | Explanation | Solution |
|---|---|---|
| Corporate account not found | The CLID in the offer is invalid | Check whether the corporate number is correctly entered |
| Frequent flyer number not found | Frequent flyer number is invalid or for another airline | Check whether the card is for a oneworld airline and the number was correctly entered |
| Invalid passenger type | One of the provided PTCs is not supported by AY NDC | Use only PTC: ADT, CHD, INF, YTH, STU, SEA |
| Invalid range of dates option | Too many dates in the calendar mode search | Limit the time window to 15 days for one-way trips and 7 days per segment for roundtrips |
| Invalid time window option | Filtering time span is too wide | Limit the time window to 24h |
| No active itinerary in the airline profile | This itinerary is not sold in AY NDC | - Implement AirlineProfile to get all sold segments - Choose another origin and destination |
| No available flight found for the requested segment X | No availability on the flights for the requested bound/date | Choose another date |
| No fares found for requested itinerary | AY does not have availability on this route/cabin/date | Check availability on Finnair.com |
| No itinerary found for requested segment | No flight operated on the requested bound/date | Choose another date |
| Number of passengers exceed 9 | Too many passengers in the shopping request | Limit the number of passengers to 9 (plus infants) |
| Past date/time not allowed | The flight date is in the past. | Choose a date in the future |
| Application of automatic traffic control | This IATA has reached the AirShopping limit during the past 24h and it has been automatically rejected | Resend the shopping request at a later time |
Error message | Explanation | Solution |
|---|---|---|
Frequent flyer number is invalid | At least one of the provided FQTV or CLID numbers is invalid or for another airline | - Check whether the frequent flyer card is issued for a oneworld airline, and whether the number is entered correctly - Check whether the corporate number is entered correctly |
Invalid passenger type code | At least one PTC in the query does not match the offer | Do not send the PTC in the request, or be sure they match the AirShopping reply |
Unable to process syntax error | The query does not follow the NDC grammar | Review the implementation guide for proper message syntax |
Unable to retrieve offer | - The offer was not found in the database - The offer is expired (more than 30 minutes since the last retrieve) | - Check the OfferID and OfferItemID used - Start shopping again |
Error message | Explanation | Solution |
|---|---|---|
Corporate account not found | The CLID in the offer is invalid | Check whether the corporate number is correctly entered |
Error at end of transaction time: simultaneous changes to PNR | The automated process updated the order at the same time | - Send the failing message again - Start the booking process again |
FQTV number not accepted | The Frequent Flyer card in the query is not valid or does not match the passenger's name | Check whether the card is issued for a oneworld airline and whether the traveller and number are correctly entered |
Invalid form of payment | FOP is not authorized | - If you are currently in the implementation stage, contact the project’s team - If you are already live, contact your Account Manager |
Invalid name format: invalid format/not entered/ | One of the name fields contains an unsupported character | Remove numbers and special characters |
Invalid offer item selection | The flight OfferItem is missing | Add the mandatory OfferItem |
Invalid office identification | Agent IATA number is missing or not configured | Send IATA number in all messages |
Invalid passenger selection | Passenger information is not aligned between the query and the offer | Verify that passenger information matches the OfferPriceRS (PTC and PaxID) |
Invalid text data | The mandatory date of birth is missing | Send the date of birth for INF, CHD, and ADT on secure flights |
Need form of payment | - The payment section has not been sent | - Send FOP and the total amount - Contact your Account Manager |
Not authorized by IATA | IATA agent inactive or not authorized to use this form of payment. | Contact IATA or use another FOP |
OB fees pricing calculation problem: OB fees pricing mismatch | The form of payment at pricing and booking does not match | - Restart from the pricing step, including the correct FOP - Update your FOP with an OrderReshop (refer to the document "OrderReshop for OB fees" available on the NDC Portal) |
SSR FQTV addition failed | The Frequent Flyer card is not valid or does not match the passenger | Check that the card is owned by the travelling passenger and the entered number is correct |
Specific seat requested is not available | The specified seat is already occupied | Check the SeatAvailability to book another seat |
Payment failed | Transaction rejected by the payment platform | - Check for details in the sub-error message |
PNR updated by parallel process-please verify PNR content | Some automated processes updated the order at the same time, and some conflicts could have occurred | Check whether the order contains all expected flights and services |
Pricing/ticketing error | Problem at issuance time. Order not created | Resend the OrderCreate |
Unable to create order | One of the codeshare flights is not confirmed | Use another offer |
Unable to create payment solution | - The form of payment is invalid - The amount to be paid is incorrect | Check the FOP and total amount (flights plus ancillaries) |
Unable to retrieve offer | - The offer was not found in the database - The offer is expired (more than 30 minutes since the last retrieve) | - Check the OfferID and OfferItemID used - Start shopping again |
Error message | Explanation | Solution |
|---|---|---|
| Reservation previously cancelled | The order has been deleted | Create a new order |
Error message | Explanation | Solution |
|---|---|---|
| Communications not available | System error | Retry after 2-3 minutes |
| Invalid format/data - data does not match syntax rules | The query does not follow the NDC grammar | Review the implementation guide for proper message syntax |
| Seat Request not available as flight operated by another carrier | The seat map of the codeshare partner is not available | Try to add seat on the operating carrier's website. |
| Unable to retrieve offer | - The offer was not found in the database - The offer is expired (more than 30 minutes since the last retrieve) | - Check the OfferID and OfferItemID used - Start shopping again |
Error message | Explanation | Solution |
|---|---|---|
No valid recommendation found | No applicable ancillary for this flight/date/fare | Choose another offer |
Unable to retrieve offer | - The offer was not found in the database - The offer is expired (more than 30 minutes since the last retrieve) | - Check the OfferID and OfferItemID used - Start shopping again |
Error message | Explanation | Solution |
|---|---|---|
At least one cabin must be specified | The cabin code is missing for additional offer items | Add at least one cabin code |
Check number items in list | There are no AddOfferItems nor DeleteOrderItem section | Provide the segments to add or delete |
Itinerary not supported - too many bounds | Too many bounds in the resulting offer | Limit the number of segments to 4 |
Invalid requested bound | Invalid OrderItemID in DeleteOrderItem section | Check the OrderItemID in OrderViewRS |
Invalid tattoo | Invalid ServiceID in DeleteOrderItem section | Check the ServiceID in OrderViewRS |
Need record locator | The OrderID field is empty | Send the OrderID |
Not eligible for ATC exchange | - Multiple reissues on ticket partially used is not supported (ATC limitation) - The flight is already in the DCS window, and coupons are in the checked-in status - The order went through an involuntary change, and the ticket has already been updated | Cancel check-in online |
Restricted | Order not eligible for ATC exchange | Use fares eligible to reissuance |
Routing of segment does not match eTKT coupon | Order’s flights do not match the ticket’s coupons (modification without reissuing) | Pay for the previously made changes |
Unable to process shopping | - Change is against fare rules - Passenger no-show on the flight | Check fare notes |
Unable to retrieve PNR | - Access to the order is restricted (created by another IATA) - OrderID is incorrect - The order is expired (more than 36 hours since the departure of the last flight) | - Check the OrderID - Retrieve the booking on Finnair.com |
Error message | Explanation | Solution |
|---|---|---|
| SEGMENT SELL WARNING: ASSOCIATED SSRS REMOVED - ALL SSRS REBOOKED | Seat or other ancillary carried over to new flight following flight change. | No action needed. |
| SEGMENT SELL WARNING: ASSOCIATED SSRS SEAT REMOVED - NOT ALL SSRS SEAT REBOOKED | Seat is not carrier over to the new flight. | Contact customer care to rebook your seat. |
| SEGMENT SELL WARNING: ASSOCIATED SSRS REMOVED - NOT ALL SSRS REBOOKED | Other ancillaries not carrier over to the new flight. | Manually rebook ancillary. |
| Document(s) already issued | Ticket/EMD (re)issuance already processed | Retrieve the order to check whether all documents are returned |
| Error at issuance time: need TST | Order with unpaid modifications and inconsistent pricing record | Use OrderReshop to reprice the order |
| Error at issuance time: service/name change-verify TSM | Order with unpaid ancillary and inconsistent pricing record | Pay for the ancillary on the same channel it was booked |
| Error at issuance time: service/name change-verify TST | Order with unpaid flight change and inconsistent pricing record | Use OrderReshop to reprice the order |
| Error at end of transaction time: simultaneous changes to PNR | The automated process updated the order at the same time | - Send the failing message again - Start the updating process again |
| Invalid form of payment | The form of payment is not authorized | - If you are currently in the implementation stage, contact the project’s team - If you are already live, contact your Account Manager |
| OB fees pricing calculation problem: OB fees pricing mismatch | The form of payment at pricing and booking does not match | - Restart from the pricing step, including the correct FOP - Update your FOP with an OrderReshop (refer to the document "OrderReshop for OB fees" available on the NDC Portal) |
| Payment failed | Transaction rejected by the payment platform | - Check for details in the sub-error message - Restart payment with the proper amount and FoP |
| PNR updated by parallel process-please verify PNR content | Some automated processes updated the order at the same time, and some conflicts could have occurred | Check whether the order contains all expected flights and services |
| Specific seat requested is not available | The specified seat is already occupied | Check the SeatAvailability to book another seat |
| TST expired - override or delete and reprice | Order unpaid and pricing record expired | Use OrderReshop to reprice the order |
| Unable to create payment solution | - The form of payment is invalid - The amount to be paid is incorrect | Check the FOP and total amount (flights plus ancillaries) |
| Unable to retrieve offer | - The offer was not found in the database - The offer is expired (more than 30 minutes since the last retrieve) | - Check the OfferID and OfferItemID used - Start shopping again |
Error message | Explanation | Solution |
|---|---|---|
Contract(s) not eligible for void | Tickets/EMD can no longer be voided (after 22:45 GMT on booking day) | Use the order refund |
Element cancellation not allowed | Itinerary clean-up failed due to flown segment(s) | Send again the cancellation request |
Error at end of transaction time: simultaneous changes to PNR | The automated process updated the order at the same time | - Send the failing message again - Start the cancelling process again |
Invalid refund amount | The refund amount at reshop and cancel does not match | Use OrderReshop to retrieve the proper refund amount |
Refund incomplete - some items could not be refunded | Some documents (like infant tickets) cannot be refunded in NDC | Refund the order via another channel |
Reservation previously cancelled | The order has been deleted | Retrieve the order on Finnair.com |
Unable to process a refund, please process manually | - Ticket refund is restricted | Process the refund through the BSP link |
Unable to retrieve PNR | The OrderID field contains an invalid value | Send the proper OrderID |