PNR (Passenger Name Record)
A PNR (Passenger Name Record) is a basic record created when someone books travel arrangements. Think of it as a digital folder that contains all the important details about a traveler's journey, including their name, contact information, flight details, hotel bookings, and special requests. Travel agents and airline staff use PNR systems daily to manage bookings, make changes, and help travelers. The most common PNR systems used in the industry are Amadeus, Sabre, and Galileo. These systems help travel professionals organize and track all passenger information in one place, making it easier to manage multiple bookings and provide customer service.
Examples in Resumes
Managed over 200 daily customer bookings using PNR systems
Resolved customer issues by accessing and modifying Passenger Name Records
Trained new staff on PNR creation and management in Amadeus system
Typical job title: "Travel Consultants"
Also try searching for:
Where to Find Travel Consultants
Professional Networks
Job Boards
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you handle a complex multi-city booking with different passenger types and special requirements?
Expected Answer: A senior agent should explain their process for organizing complex itineraries, managing different fare types, handling special requests, and ensuring all PNR elements are properly linked and documented.
Q: Describe a situation where you had to resolve a complicated PNR issue during a travel disruption.
Expected Answer: Should demonstrate leadership in crisis management, knowledge of rebooking procedures, understanding of fare rules, and ability to handle multiple PNR modifications while maintaining customer service.
Mid Level Questions
Q: What information do you need to collect when creating a new PNR?
Expected Answer: Should list essential elements like passenger names, contact details, travel dates, special requests, and explain the importance of accurate data entry and proper documentation.
Q: How do you handle schedule changes in a PNR?
Expected Answer: Should explain the process of identifying schedule changes, contacting passengers, making necessary adjustments, and ensuring all segments are properly updated.
Junior Level Questions
Q: What is a PNR and why is it important?
Expected Answer: Should explain that a PNR is a booking record containing passenger and travel details, and why it's crucial for managing travel arrangements and customer service.
Q: How do you retrieve a PNR in the booking system?
Expected Answer: Should demonstrate knowledge of basic PNR retrieval methods using record locator, passenger name, or other search criteria in common booking systems.
Experience Level Indicators
Junior (0-1 years)
- Basic PNR creation and retrieval
- Simple flight bookings
- Customer service basics
- Understanding of basic travel terminology
Mid (1-3 years)
- Complex itinerary management
- Handling schedule changes and disruptions
- Multiple GDS system knowledge
- Fare rules and ticketing knowledge
Senior (3+ years)
- Advanced problem-solving in booking systems
- Team leadership and training
- Crisis management
- Complex fare construction and rules
Red Flags to Watch For
- No knowledge of major booking systems (Amadeus, Sabre, or Galileo)
- Inability to explain basic travel industry terms
- Lack of customer service experience
- No understanding of airline scheduling and routing
Related Terms
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