Press Commnique 28 May 2025 - Passengers must ensure that their travel agencies record their contact details in the PNR

NEWS RELEASE

28 May 2025

Passengers must ensure that their travel agencies

record their contact details in the PNR

• The effectiveness of Air Mauritius’ communication system is well established

Like many airlines, Air Mauritius communicates with its passengers to inform them of potential delays, rescheduling of their flights, or other necessary arrangements depending on prevailing circumstances in the countries they are visiting. However, around one-third of our passengers are unreachable because their contact details were not provided by their agencies. Air Mauritius therefore draws the attention of its partner agencies to the provisions of IATA Resolution 830d, which stipulates that passengers should be notified by airlines in the event of delays or rescheduling of their flights.

According to IATA Resolution 830d, travel agencies must enter the passenger’s phone contact details in the Passenger Name Record (PNR) at the time the ticket is purchased.
The resolution also states that the passenger must consent to the agency sharing their phone contact details with the airline, provided that they are informed the airline complies with data privacy regulations.

Air Mauritius complies with the Mauritian Data Protection Act as well as the European General Data Protection Regulation (GDPR). Passengers are therefore assured that their contact details will not be shared with third parties.

The effectiveness of Air Mauritius’ messaging service was recently demonstrated for passengers departing from the airports of Mumbai, Delhi, and Chennai. These passengers were notified via SMS, WhatsApp, and email to be at the airport at least three hours prior to departure due to heightened security at Indian airports. It was found that passengers responded very positively and cooperatively—to the extent that in some cases, Air Mauritius flights were able to depart earlier than scheduled, as boarding procedures were completed swiftly. At least one flight departing from Chennai and another one from Delhi even arrived in Mauritius nearly half an hour ahead of schedule!

Passengers are therefore encouraged to ensure that their travel agencies correctly provide their phone and email contact details to Air Mauritius so that they can be reached in the event of delays, flight rescheduling, or any other situation requiring timely communication.