What SSR means
SSRs are how a PNR tells the airline what a passenger needs beyond a seat. They cover meals, mobility and medical assistance, infants and unaccompanied minors, pets, and the passport and contact data that airlines and governments require. Because SSRs are coded, the airline's system can read and process them automatically.
The codes and message formats are industry standards. They sit within AIRIMP, the A4A-IATA Reservations Interline Message Procedures manual that governs reservation messages between agency systems and airlines. New codes are still added: IATA lists a new SSR, MWDT for a military or government working dog team, among the changes in the 2026 edition.
The key difference from an OSI is that an SSR expects action. Travelport's documentation says SSRs require the carrier to act and usually receive a status reply, while OSIs are informational only. Agents should use a standard SSR whenever one exists and fall back to an OSI only when it does not.
Not every airline supports every code, and some SSRs are mandatory on certain routes. Advance passenger information (DOCS, DOCA, DOCO) is a common example, and contact SSRs let airlines reach passengers directly during disruption. Some paid services, such as extra bags, are now sold with an EMD alongside the SSR rather than as a request alone.
How SSR works
An SSR is added to the booking, transmitted to the airline and answered with a status code.
- Add the requestThe agent enters the SSR code in the PNR, linked to a passenger and, where relevant, to specific flight segments.
- Add free text if neededSome codes need extra detail, such as passport fields for DOCS; others, like most meal codes, do not allow free text.
- Transmit to the airlineWhen the PNR is ended, the GDS sends the SSR to the operating or marketing airline in a standard reservation message.
- Airline repliesThe airline answers with a status, for example HK or KK for confirmed and UN when it cannot provide the service.
- Review and follow upThe agent checks the reply, informs the traveller and moves or rebooks SSRs if flights change.
SSR in practice
Common SSR codes, as described in Travelport documentation:
| Code | Meaning |
|---|---|
WCHR | Wheelchair needed; passenger can climb stairs |
WCHS | Wheelchair needed; passenger cannot climb stairs |
WCHC | Wheelchair needed; passenger is fully immobile |
VGML | Vegetarian vegan meal |
DOCS | Passport or travel document data (APIS) |
CTCE / CTCM | Passenger email / mobile for disruption notices |
UMNR | Unaccompanied minor |
PETC | Pet in cabin |
Travelport notes that meal SSRs typically receive a KK reply, and that if both CTCE and CTCM are present, airlines email passengers more than 24 hours before departure and text them within 24 hours.
Who uses it
Advantages and limitations
Advantages
- Standard codes let any agency system communicate requests to any airline that supports them.
- Status replies give the agent a clear record of whether a service was confirmed.
- Document and contact SSRs help airlines meet border and passenger-notification requirements.
- Coded requests can be processed automatically, reducing manual handling at both ends.
Limitations
- Not all airlines support every code, so a request may be declined or ignored.
- Some SSRs stay unconfirmed with no reply, leaving the agent unsure whether the service will be provided.
- SSRs must be moved or re-added when flights change, or the request can be lost.
- Paid services often need an EMD as well, so an SSR alone may not secure them.
Frequently asked questions about SSR
What does SSR DOCS mean in an airline booking?
SSR DOCS holds the passenger's passport or travel document details, such as document type, number, issuing country, nationality, date of birth and gender. Airlines use it to send advance passenger information to border authorities. Related codes are DOCA for addresses and DOCO for secondary documents such as visas or known traveller numbers.
What is the difference between WCHR, WCHS and WCHC?
All three request wheelchair assistance, but for different needs. WCHR is for passengers who can manage stairs and walk short distances. WCHS is for those who cannot use stairs. WCHC is for passengers who are fully immobile and need to be carried to their seat. Choosing the right code helps the airline plan the right equipment.
What do the status codes on an SSR mean?
In Travelport's documentation, NN means the service has been requested, PN means it is pending, HK means confirmed and UN means the airline cannot provide it. Some airlines reply with KK, while others send no reply at all, so the request remains NN. The agent should check the status before telling the passenger the service is arranged.
Can a travel agent add an SSR after ticketing?
Usually yes. Most SSRs, such as meals, wheelchair assistance and passport data, can be added to the PNR after the ticket is issued, as long as the airline's deadline for that service has not passed. Paid services may also need an EMD, and some requests such as unaccompanied minors are best confirmed before ticketing.
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