Troubleshooting

Errors grouped according to the NDC message

Each section contains a description and a possible solution for each error. If the error persists and cannot be resolved, please contact us by following the Contact page instructions. 


Error messages that are common in the whole NDC solution

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” available on the NDC Portal

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


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

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
- There is an infant in the order (NDC limitation on refund for infants)

Process the refund through the BSP link


Unable to retrieve PNR

The OrderID field contains an invalid value

Send the proper OrderID


Error message

Explanation

Solution

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

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
- Deferred payment is not activated
 

- 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
- 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

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

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

Reservation previously cancelled

The order has been deleted

Retrieve the order on Finnair.com


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

Add a seat on Finnair.com

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