Troubleshooting
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) | - 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 |
| 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 |
|---|---|---|
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 |
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 |
|---|---|---|
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 |
|---|---|---|
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 | 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 |