Business Requirements Document

Booking Flexibility (Self Insurance)

Version: 0. 3 2

Document Identification
Document ID

Version

Author

Issue Date

JQ_SINS_BR

0.32

David Galovic

19 January 2010

Revision History
Author

Version

Description

Date updated

David Galovic

0.1

Initial Draft

19 January 2010

David Galovic

0.2

Added requirement
for 7 day and 28
day cancellation
products

2 February 2010

David Galovic

0.3

Clarified
requirement
around SSR and
fee

3 February 2010

Table of Contents
1.

2.

Overview.............................................................................................................................................. 3
1.1.

Document Purpose and Scope.................................................................................................... 3

1.2.

Introduction.................................................................................................................................. 3

1.3.

Project Scope............................................................................................................................... 3

Business Requirements and Features.................................................................................................. 4

2.1.

3.

Booking Engine............................................................................................................................ 4

2.1.1

Price Protection........................................................................................................................ 4

2.1.2

Change Protection................................................................................................................... 4

2.1.3

Cancel Protection..................................................................................................................... 5

2.2.

Price Protection Claim Page........................................................................................................ 5

2.3.

Retrieve Booking.......................................................................................................................... 6

Project Stakeholders............................................................................................................................ 7
3.1.

Business Owners......................................................................................................................... 7

3.2.

Business Stakeholders................................................................................................................ 7

1. Overview
1.1. Document Purpose and Scope
The purpose of this document is to describe the business requirements for the website implementation of
the Jetstar Booking Flexibility product. This document should serve as a reference for suppliers to
produce more detailed technical specifications and work breakdown structure (Statement of Work) as
necessary.

1.2. Introduction
The goal of Booking Flexibility is to offer several new self insurance ancillary products for customers to
pre-purchase online. These products will include protection against future reductions in fare price and
waiving of change and cancellation fees.

1.3. Project Scope

The products that will be offered are:
Price Protection
Refund the fare difference between the fare paid and any sale fare Jetstar subsequently offers.
Change Protection
Allow date, time and flight (route) changes on a JetSaver fare for a limited period of time without incurring
a change fee.
Cancellation Protection
Allow cancellation of a flight without incurring cancellation fees, and a voucher refund of the full fare
value.

2. Business Requirements and Features

The following is a high-level description of the business requirements. A full set of technical specifications
will be created by BCS and approved by Jetstar Airways.
These requirements will be reviewed and approved by the Business Owners and Technical Stakeholders
before the commencement of the design phase. Adjustments can be made at a second review at the end
of the design phase, in consultation with the stakeholders.

2.1. Booking Engine

1. The protection products will be offered for purchase on the payment page
2. The panel will contain a product description and a checkbox
3. When the protection option is chosen, the available products will become visible
4. All products apply to all passengers on all journeys

2.1.1 Price Protection

1. Fee price is per pax per journey
2. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
3. Opt-in (checkbox not selected by default)
4. The product will only be offered when the following conditions are met:
4.1. The booking is POS AU (AUD is the booking currency)
4.2. The route is one of the following (bi-directional):
4.2.1.

MELOOL

4.2.2.

MELHBA

4.2.3.

MELADL

4.2.4.

SYDOOL

4.2.5.

SYDHBA

4.2.6.

SYDADL

5. When selected, an SSR/fee (SSR name to be defined) is added to all segments for all passengers on
the booking
6. A service fee (fee code name to be defined) is also added to each passenger on the booking
7. The fee is displayed under the Extras section in the booking summary

2.1.2 Change Protection

1. Fee price is per pax per journey
2. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
4

3. JetFlex fares will have a $0 fee rule attached (ie. JetFlex get the SSR for free)
4. Opt-in (checkbox not selected by default)
5. The product will only be offered when the following conditions are met:
5.1. The booking is POS AU (AUD is the booking currency)
5.2. The route is one of the following (bi-directional):
5.2.1.

MELOOL

5.2.2.

MELHBA

5.2.3.

MELADL

5.2.4.

SYDOOL

5.2.5.

SYDHBA

5.2.6.

SYDADL

6. When selected, an SSR/fee (SSR name to be defined) is added to all segments for all passengers on
the booking
7. A service fee (fee code name to be defined) is also added to each passenger on the booking
8. The fee is displayed under the Extras section in the booking summary
9. Not offered for sale if departure date is within 28 days

2.1.3 Cancel Protection (7 day and 28 day)

1. Two cancellation products will be offered, one for 7 days and one for 28 days
2. The only difference between the two products is the SSR that gets applied
3. Fee price is per pax per journey
4. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
5. JetFlex fares will have a $0 fee rule attached (ie. JetFlex get the SSR for free)
6. Opt-in (checkbox not selected by default)
7. The product will only be offered when the following conditions are met:
7.1. The booking is POS AU (AUD is the booking currency)
7.2. The route is one of the following (bi-directional):
7.2.1.

MELOOL

7.2.2.

MELHBA

7.2.3.

MELADL

7.2.4.

SYDOOL

7.2.5.

SYDHBA

7.2.6.

SYDADL

8. When selected, an SSR/fee (SSR name to be defined) is added to all segments for all passengers on
the booking
9. A service fee (fee code name to be defined) is also added to each passenger on the booking
10. The fee is displayed under the Extras section in the booking summary
11. Not offered for sale if departure date is within 28 days
5

12. Not offered if any fares on the booking are C or E class fares (sale fares). That includes C[1-9],
CL[1-9], E[1-9] and EL[1-9]

2.2. Project Scope

The products that will be offered are:
Price Protection
Refund the fare difference between the fare paid and any sale fare Jetstar subsequently offers.
Change Protection
Allow date, time and flight (route) changes on a JetSaver fare for a limited period of time without incurring
a change fee.
Cancellation Protection
Allow cancellation of a flight without incurring cancellation fees, and a voucher refund of the full fare
value.

3. Business Requirements and Features

The following is a high-level description of the business requirements. A full set of technical specifications
will be created by BCS and approved by Jetstar Airways.
These requirements will be reviewed and approved by the Business Owners and Technical Stakeholders
before the commencement of the design phase. Adjustments can be made at a second review at the end
of the design phase, in consultation with the stakeholders.

3.1. Booking Engine

5. The protection products will be offered for purchase on the payment page
6. The panel will contain a product description and a checkbox
7. When the protection option is chosen, the available products will become visible
8. All products apply to all passengers on all journeys

2.1.4 Price Protection

8. Fee price is per pax per journey
9. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
10. Opt-in (checkbox not selected by default)
11. The product will only be offered when the following conditions are met:
11.1.The booking is POS AU (AUD is the booking currency)
11.2.The route is one of the following (bi-directional):
11.2.1. MELOOL
11.2.2. MELHBA
11.2.3. MELADL
11.2.4. SYDOOL
11.2.5. SYDHBA
11.2.6. SYDADL
12. When selected, an SSR (SSR name to be defined) is added to all segments for all passengers on the
booking
13. A service fee (fee code name to be defined) is also added to each passenger on the booking
14. The fee is displayed under the Extras section in the booking summary

2.1.5 Change Protection

10. Fee price is per pax per journey
11. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
7

12. JetFlex fares will have a $0 fee rule attached (ie. JetFlex get the SSR for free)
13. Opt-in (checkbox not selected by default)
14. The product will only be offered when the following conditions are met:
14.1.

The booking is POS AU (AUD is the booking currency)

14.2.

The route is one of the following (bi-directional):

14.2.1. MELOOL
14.2.2. MELHBA
14.2.3. MELADL
14.2.4. SYDOOL
14.2.5. SYDHBA
14.2.6. SYDADL
15. When selected, an SSR (SSR name to be defined) is added to all segments for all passengers on the
booking
16. A service fee (fee code name to be defined) is also added to each passenger on the booking
17. The fee is displayed under the Extras section in the booking summary
18. Not offered for sale if departure date is within 28 days

2.1.6 Cancel Protection (7 day and 28 day)

13. Two cancellation products will be offered, one for 7 days and one for 28 days
14. The only difference between the two products is the SSR that gets applied
15. Fee price is per pax per journey
16. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
17. JetFlex fares will have a $0 fee rule attached (ie. JetFlex get the SSR for free)
18. Opt-in (checkbox not selected by default)
19. The product will only be offered when the following conditions are met:
19.1.

The booking is POS AU (AUD is the booking currency)

19.2.

The route is one of the following (bi-directional):

19.2.1. MELOOL
19.2.2. MELHBA
19.2.3. MELADL

3.2. Project Scope

The products that will be offered are:
Price Protection
Refund the fare difference between the fare paid and any sale fare Jetstar subsequently offers.
Change Protection
Allow date, time and flight (route) changes on a JetSaver fare for a limited period of time without incurring
a change fee.
8

Cancellation Protection
Allow cancellation of a flight without incurring cancellation fees, and a voucher refund of the full fare
value.

4. Business Requirements and Features

The following is a high-level description of the business requirements. A full set of technical specifications
will be created by BCS and approved by Jetstar Airways.
These requirements will be reviewed and approved by the Business Owners and Technical Stakeholders
before the commencement of the design phase. Adjustments can be made at a second review at the end
of the design phase, in consultation with the stakeholders.

4.1. Booking Engine

9. The protection products will be offered for purchase on the payment page
10. The panel will contain a product description and a checkbox
11. When the protection option is chosen, the available products will become visible
12. All products apply to all passengers on all journeys

2.1.7 Price Protection

15. Fee price is per pax per journey
16. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
17. Opt-in (checkbox not selected by default)
18. The product will only be offered when the following conditions are met:
18.1.

The booking is POS AU (AUD is the booking currency)

18.2.

The route is one of the following (bi-directional):

18.2.1. MELOOL
18.2.2. MELHBA
18.2.3. MELADL
18.2.4. SYDOOL
18.2.5. SYDHBA
18.2.6. SYDADL
19. When selected, an SSR (SSR name to be defined) is added to all segments for all passengers on the
booking
20. A service fee (fee code name to be defined) is also added to each passenger on the booking
21. The fee is displayed under the Extras section in the booking summary

2.1.8 Change Protection

19. Fee price is per pax per journey
20. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
10

21. JetFlex fares will have a $0 fee rule attached (ie. JetFlex get the SSR for free)
22. Opt-in (checkbox not selected by default)
23. The product will only be offered when the following conditions are met:
23.1.

The booking is POS AU (AUD is the booking currency)

23.2.

The route is one of the following (bi-directional):

23.2.1. MELOOL
23.2.2. MELHBA
23.2.3. MELADL
23.2.4. SYDOOL
23.2.5. SYDHBA
23.2.6. SYDADL
24. When selected, an SSR (SSR name to be defined) is added to all segments for all passengers on the
booking
25. A service fee (fee code name to be defined) is also added to each passenger on the booking
26. The fee is displayed under the Extras section in the booking summary
27. Not offered for sale if departure date is within 28 days

2.1.9 Cancel Protection (7 day and 28 day)

20. Two cancellation products will be offered, one for 7 days and one for 28 days
21. The only difference between the two products is the SSR that gets applied
22. Fee price is per pax per journey
23. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
24. JetFlex fares will have a $0 fee rule attached (ie. JetFlex get the SSR for free)
25. Opt-in (checkbox not selected by default)
26. The product will only be offered when the following conditions are met:
26.1.

The booking is POS AU (AUD is the booking currency)

26.2.

The route is one of the following (bi-directional):

26.2.1. MELOOL
26.2.2. MELHBA
26.2.3. MELADL

4.2. Project Scope

The products that will be offered are:
Price Protection
Refund the fare difference between the fare paid and any sale fare Jetstar subsequently offers.
Change Protection
Allow date, time and flight (route) changes on a JetSaver fare for a limited period of time without incurring
a change fee.
11

Cancellation Protection
Allow cancellation of a flight without incurring cancellation fees, and a voucher refund of the full fare
value.

12

5. Business Requirements and Features

The following is a high-level description of the business requirements. A full set of technical specifications
will be created by BCS and approved by Jetstar Airways.
27. Th is the SSR that gets applied
28. Fee price is per pax per journey
29. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
30. JetFlex fares will have a $0 fee rule attached (ie. JetFlex get the SSR for free)
31. Opt-in (checkbox not selected by default)
32. The product will only be offered when the following conditions are met:
32.1.

The booking is POS AU (AUD is the booking currency)

32.2.

The route is one of the following (bi-directional):

32.2.1. MELOOL
32.2.2. MELHBA
32.2.3. MELADL
ese requirements will be reviewed and approved by the Business Owners and Technical Stakeholders
before the commencement of the design phase. Adjustments can be made at a second review at the end
of the design phase, in consultation with the stakeholders.

5.1. Booking Engine

13. The protection products will be offered for purchase on the payment page
14. The panel will contain a product description and a checkbox
15. When the protection option is chosen, the available products will become visible
16. All products apply to all passengers on all journeys

2.1.10 Price Protection

22. Fee price is per pax per journey
23. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
24. Opt-in (checkbox not selected by default)
25. The product will only be offered when the following conditions are met:
25.1.

The booking is POS AU (AUD is the booking currency)

25.2.

The route is one of the following (bi-directional):

25.2.1. MELOOL
25.2.2. MELHBA

13

25.2.3. MELADL
25.2.4. SYDOOL
25.2.5. SYDHBA
25.2.6. SYDADL
26. When selected, an SSR (SSR name to be defined) is added to all segments for all passengers on the
booking
27. A service fee (fee code name to be defined) is also added to each passenger on the booking
28. The fee is displayed under the Extras section in the booking summary

2.1.11 Change Protection

28. Fee price is per pax per journey
29. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
30. JetFlex fares will have a $0 fee rule attached (ie. JetFlex get the SSR for free)
31. Opt-in (checkbox not selected by default)
32. The product will only be offered when the following conditions are met:
32.1.

The booking is POS AU (AUD is the booking currency)

32.2.

The route is one of the following (bi-directional):

32.2.1. MELOOL
32.2.2. MELHBA
32.2.3. MELADL
32.2.4. SYDOOL
32.2.5. SYDHBA
32.2.6. SYDADL
33. When selected, an SSR (SSR name to be defined) is added to all segments for all passengers on the
booking
34. A service fee (fee code name to be defined) is also added to each passenger on the booking
35. The fee is displayed under the Extras section in the booking summary
36. Not offered for sale if departure date is within 28 days

2.1.12 Cancel Protection (7 day and 28 day)

33. Two cancellation products will be offered, one for 7 days and one for 28 days
The only difference between the two products ese requirements will be reviewed and approved by the
Business Owners and Technical Stakeholders before the commencement of the design phase.
Adjustments can be made at a second review at the end of the design phase, in consultation with the
stakeholders.

6.1. Booking Engine

17. The protection products will be offered for purchase on the payment page
18. The panel will contain a product description and a checkbox

14

19. When the protection option is chosen, the available products will become visible
20. All products apply to all passengers on all journeys

2.1.13 Price Protection

29. Fee price is per pax per journey
30. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
31. Opt-in (checkbox not selected by default)
32. The product will only be offered when the following conditions are met:
32.1.

The booking is POS AU (AUD is the booking currency)

32.2.

The route is one of the following (bi-directional):

32.2.1. MELOOL
32.2.2. MELHBA
32.2.3. MELADL
32.2.4. SYDOOL
32.2.5. SYDHBA
32.2.6. SYDADL
33. When selected, an SSR (SSR name to be defined) is added to all segments for all passengers on the
booking
34. A service fee (fee code name to be defined) is also added to each passenger on the booking
35. The fee is displayed under the Extras section in the booking summary

2.1.14 Change Protection

37. Fee price is per pax per journey
38. Available for all domestic fare products (JetSaver Light, JetSaver or JetFlex)
39. JetFlex fares will have a $0 fee rule attached (ie. JetFlex get the SSR for free)
40. Opt-in (checkbox not selected by default)
41. The product will only be offered when the following conditions are met:
41.1.

The booking is POS AU (AUD is the booking currency)

41.2.

The route is one of the following (bi-directional):

41.2.1. MELOOL
41.2.2. MELHBA
41.2.3. MELADL
41.2.4. SYDOOL
41.2.5. SYDHBA
41.2.6. SYDADL
42. When selected, an SSR (SSR name to be defined) is added to all segments for all passengers on the
booking
43. A service fee (fee code name to be defined) is also added to each passenger on the booking

15

44. The fee is displayed under the Extras section in the booking summary
45. Not offered for sale if departure date is within 28 days

2.1.15 Cancel Protection (7 day and 28 day)

34. Two cancellation products will be offered, one for 7 days and one for 28 days
34.1.1. The only difference between the two products

16

6.2. Price Protection Claim Page

1. A custom price claim page needs to be developed that sites outside of SkySales
2. The page will be hosted on a separate web server running IIS and .NET 3.5
3. The page will contain text and a form to capture customer claim data
4. Data required to be captured:
4.1. PNR
4.2. Flight Number
4.3. Flight Departure Date
4.4. Customer Name
4.5. Customer Email Address
4.6. Date/Time stamp when form is submitted
5. The page will perform standard server side validation on the data format for each field (all are
required)
6. On successful form submission, the application will do an API availability call to New Skies to retrieve
the cheapest fare in each fare product category available (JetSaver, JetFlex etc) for the particular
flight date and flight number supplied.
7. The form data and API response will be stored in a MySQL database running on the server
8. The form data should always be stored, even if the API call is unsuccessful
9. On submission of the form, a thank you message is displayed to the customer along with some
information text

6.3. Retrieve Booking

1. On the first My Booking page a message is displayed to the customer if either the Change or Cancel
protection SSRs are detected on the booking (text to be provided). The message will direct the
customer to call the call centre to make a claim.

17

6. Project Stakeholders
7.1. Business Owners

Kevin Ger Head of Pricing and Revenue Management

Chris Brown Project Manager

7.2. Business Stakeholders

David Galovic eCommerce Project Manager

Emma Gibson Manager Offline Channels
Charles Gibson Commercial Information Manager
Cathryn Morris Manager Reservation Systems
Marco Vetter eCommerce Manager
Lisa Christodoulou Offline Channels Policy Analyst
Osanda Ranasinghe Distribution Analyst
Gary Iakovidis Flight Analyst
Shafeeq Ahmed Test Analyst
Kelly Powell - Revenue & Forecast Analyst

18