AddisFly - Portal & GDS Password Access — Which Portal, Whose Login
"The GDS password is not working." "My Air Arabia portal was not functioning." Four of these are open, and they are three different problems with three different owners. Work out which one you have before asking anyone to reset anything.
Which portal is it?
| What the person means | Who owns the login | Who can fix it |
|---|---|---|
| AddisFly systems — the desk, the inbox, our own portal | Us | System Manager here |
| The GDS (Travelport/Galileo) — sign-on codes, the terminal, PNRs | Travelport, under our agency | Our GDS administrator, then Travelport support |
| An airline portal — Air Arabia, Emirates, flydubai, Qatar, Turkish | The airline | Only the airline. We can chase, we cannot reset |
That last row is the one that generates repeat tickets. An Air Arabia login is Air Arabia's account, held by whoever registered it. Nobody here can reset it, so a ticket that says "please fix my portal" needs to become a request to the airline.
GDS sign-on trouble
Each agent has their own sign-on (SON) and a PCC — 15 are registered, and they are what attributes a booking to the person who made it. So a shared or borrowed sign-on is never the answer.
Check in this order:
- Is the agent record still active? A leaver's sign-on is deactivated on purpose.
- Is it locked rather than wrong? Repeated bad attempts lock a sign-on; it needs unlocking, not a new password.
- Is it the right PCC? The wrong office code looks exactly like a bad password.
- Is the whole GDS down, or only this person? If a colleague can sign on, it is the account.
Registering someone new, or transferring a sign-on, is a different process: Registering a New Booking Agent.
Airline portal trouble
- Confirm the account exists for that person. "I do not have access" usually means no account was ever created, which is a request, not a fault.
- Confirm who holds the master account for that airline. Ask them to add or reset the user.
- If the portal itself errors — a page that loads but fails — capture the exact message and time. That is what the airline's support needs, and without it they close the ticket.
- Meanwhile, do not leave the customer waiting on the portal. If the booking can be made on the GDS or by another route, do that and say so.
What to put in the ticket
"The GDS password is not working" with nothing else — a real subject in our register — cannot be acted on. Include:
- which system exactly (AddisFly, GDS, or which airline's portal),
- the username or sign-on you are using,
- the exact error, word for word,
- when it last worked,
- whether a colleague can get in right now.
The last one is the single most useful line: it separates a broken account from a broken system in one step.