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Bookings land on your GDS queues every day, and each one has a deadline. A schedule change left unactioned becomes a broken connection the traveler discovers at the airport. A ticketing time limit that passes cancels the seats. Our specialists sign in to your Amadeus, Sabre or Travelport system, work those queues to rules you set, and send you a daily list of what was cleared and what needs your decision.

Queue Management & Monitoring

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1-800-371-6224

At a Glance

Best For Retail and leisure travel agencies, corporate travel agencies and TMCs, host agencies and consortium members, and consolidators and ticketing agencies running Amadeus, Sabre or Travelport.
Core Support Schedule change queues, ticketing time limit and unticketed PNR queues, waitlist and status change queues, pre-ticketing quality control, and daily queue counts with aging.t
Delivery Philippines-based GDS-trained specialists working under your office ID and agent sign-ins, to your queue rules, on the schedule you set — including the hours your own desk is closed.

Every Queue Has a Deadline Attached to It

A queue is the one kind of work that never escalates. Nobody calls to complain that their PNR is sitting on queue 22. The booking just quietly loses its seats when the ticketing time limit passes, or the schedule change goes unactioned until the traveler finds a two-hour connection has become fifteen minutes.

 

The deadlines are not yours to set. American Airlines gives the booking source until three days before departure to process a schedule change, and applies a debit memo for non-compliance after that. Every carrier has its version. Hire us to work the queues on the days nobody in your office has time to.

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The Queues We Work

This is non-voice work, done inside your GDS. Travelers who get in touch are handled by our travel agency outsourcing team, fares and ticket audits by our airfare auditing and fare filing team, and the revised documents the traveler receives by our itinerary and document processing team.

 

All four run as one travel back office outsourcing team when you need them together.

Schedule Change Queues

New times reviewed against the original booking, connections and minimum connect times checked, and each PNR actioned to your rules — accepted, rebooked, or flagged to your agent with what changed and why.

Ticketing Time Limits & Unticketed PNRs

Bookings approaching their ticketing deadline worked before the segments cancel themselves, with the ones that need a decision from you surfaced early rather than the morning they expire.

Waitlists & Status Changes

Waitlist clears and status code changes actioned as they land, so a seat that came free is taken and a segment the airline dropped is caught while there is still something to rebook to.

Pre-Ticketing Quality Control

PNRs checked before ticketing against your own checklist: name format against the passport, SSRs, form of payment, frequent flyer numbers, remarks and the fields your ARC or BSP reporting needs.

Queue Counts & Aging

A daily count by queue, the age of the oldest item on each, and a list of what was worked and what was escalated — so an empty queue is something you can see rather than assume.

Why Agencies Hand Over Their Queues

Queue work is the first thing dropped when the phones get busy and the last thing anyone volunteers for. It is also the only work on an agency's desk with someone else's deadline attached to it.

The Deadline Belongs to the Airline

A schedule change left unprocessed past the carrier's cut-off can attract a debit memo, and an expired ticketing time limit cancels the seats. Neither waits for a quiet Tuesday.

Queues Don't Pause for Peak Season

The weeks that fill your queues fastest are the weeks your own agents have least time to work them. A contracted team works them at the same depth in the holiday rush as in February.

The Same Rules on Every PNR

Your queue rules written down once and applied the same way by everyone — which agent accepts a change, which one escalates it, and what gets touched before ticketing.

Cost Savings

Working a queue doesn't need a senior consultant's salary behind it. Philippine-based GDS specialists do the same work at a fraction of onshore staffing cost, and you add capacity for your busiest months instead of carrying it all year.

Compliance and Data Security, Built In

Queue work means signing into your GDS and touching live bookings: passenger names, contact details, ticket numbers and forms of payment. That access is only worth granting to a partner who can show its safeguards. Magellan Solutions operates under certified security standards, documented confidentiality policies, and business continuity planning that keep booking and cardholder data protected.

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Certified Standards

Magellan holds ISO 27001 and PCI-DSS certifications — the recognized benchmarks for information security, payment data, and protected customer information. See our certifications.

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Controlled Data Access

Network and IT infrastructure sits in secured, IT-only locations. Workstations and servers are password-protected across access levels, and physical data-entry points are disabled to prevent unauthorized transfer.

Enforceable Confidentiality

Every employee signs a confidentiality agreement before job assignment — subject to Philippine law and prosecutable on breach. Ticket numbers, passenger records and payment details are visible only to the agents assigned to your account.

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Continuity You Can Count On

Continuous data backup with off-site copies, a co-location plan with a backup center outside a 10-mile radius, and power-blackout protection — so your queues keep being worked when circumstances change.

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    Who We Support

    Retail & Leisure Agencies

    One or two consultants selling air, where the queue is worked whenever the phones go quiet — which in season, they don't.

    Corporate Agencies & TMCs

    High booking volumes with tight ticketing time limits and travelers who notice a schedule change before you do.

    Host Agencies & Consortium Members

    Queues spanning many independent advisors, where nobody owns the queue because everybody does.

    Consolidators & Ticketing Agencies

    Ticketing deadlines and schedule changes across other agencies' bookings, at volume, with the memos landing on you.

    Our Onboarding Process

    Requirements Setting

    1

    1

    Call center outsourcing

    Recruitment

    2

    2

    Agent Training

    3

    3

    Campaign Incubation

    4

    4

    Campaign Go Live

    5

    5

    Frequently Asked Questions

    FAQ
    Which queues do you work?
    Schedule change, ticketing time limit and unticketed PNR, waitlist and status change, and pre-ticketing quality control queues. During onboarding we map your queue numbers to those categories, because queue numbering is set per agency and no two are laid out the same way.
    Whose office ID do your agents work under?
    Yours. Specialists sign in to your Amadeus, Sabre or Travelport office with credentials you provision at the permission level you set, so every PNR action is attributable to a named agent and access is revoked in your system, not ours.
    Who decides when a schedule change needs rebooking?
    You do, once. Your rules — what counts as an acceptable connection, when a same-day alternative is taken, when a fare difference must be approved — are documented at onboarding. Anything the rules don't cover is flagged to your agent rather than decided for you.
    How often are the queues worked?
    To a schedule you set, not on a best-efforts basis. Most agencies want the schedule-change and ticketing-time-limit queues cleared daily and the rest on a fixed cycle. You get a count by queue and the age of the oldest item on each, so an empty queue is verifiable.
    Do you issue or reissue tickets?
    By default, no. Queue work stops at the point a ticket has to be issued, exchanged or refunded, and those go to your ticketing desk or to the ticketing team in our travel back office outsourcing service. If your engagement includes ticketing authority on the queue side, it is set explicitly at onboarding rather than assumed.
    What happens during a mass disruption?
    The queues fill with dropped and changed segments and the phones fill with travelers. We work the queue side — reviewing affected bookings and actioning what your rules allow — while the traveler conversations are handled by your own team or our travel agency outsourcing desk.

    We'd be happy to walk you through your options.

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      Toll Free: 1 800 371 6224

      US:  +1 650 204 3191

      UK: +44 8082 803 175

      AU: +61 1800 247 724