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How to use the Access Digital Assistant for CRS Support

Step-by-step guide for CRS clients on how the Access Digital Assistant works, what information to provide, and how your support ticket is raised and routed.

Written by Fernando Fallabrino

When you visit the CRS support portal, you'll be greeted by the Access Digital Assistant, an automated helper designed to collect the right information upfront so your request can be routed to the correct support team as quickly as possible.

Step 1: The Digital Assistant introduces itself

As soon as the chat opens, the Digital Assistant will greet you with:

"Hi there! I'm your Access Digital Assistant for CRS 👋 What brings you here today?"

Step 2: Choose your request type

You'll then be presented with three options. Click the button that best describes your request:

  • GDS Rate Loading: for issues or requests related to loading rates onto Global Distribution Systems (GDS)

  • External Booking Channel Mapping: for mapping or updating connections to external booking channels such as Booking.com, Expedia, Agoda, and others

  • Other: for any other CRS-related support queries

Path A: GDS Rate Loading

If you select GDS Rate Loading, the Digital Assistant will ask you to provide the following details:

  1. Property Name (or chain name for all hotels)

  2. Additional Hotels (if applicable)

  3. CRS Property ID

  4. Rate Plan Name

  5. IATA

  6. Specify channel/rate and company to be mapped

Type your response in the chat and press Send.

Next, you will be asked to confirm that the following pre-conditions are in place before your request can be processed. You must click YES to proceed:

  1. The rate is loaded in Windsurfer, along with its daily values.

  2. The rate has open availability.

  3. The rate is properly channelled to the GDS.

After confirming, the Digital Assistant will ask for two additional pieces of information:

  1. Rate Load Type

  2. Sabre Pseudo City Code (PCC)

Finally, you will be asked to attach your Rate Loading Instructions (RLI). Once you have attached the file, click the confirmation button: I have completed and attached the above form.

Path B: External Booking Channel Mapping

If you select External Booking Channel Mapping, the Digital Assistant will first ask you to identify the external booking channel involved. You can choose from:

  • Booking.com

  • Expedia

  • Ctrip

  • Agoda

  • ETC

  • HotelTrader

  • RateGain (Channel Manager)

  • Siteminder (Channel Manager)

  • SHR Channel Manager

  • Hopper

After selecting your channel, you'll be asked to provide the following mapping details:

  1. Specify channel/rate or room to be mapped

  2. Property Name (or chain name for all hotels)

  3. CRS Property ID

  4. Adding New OTA or Updating Existing OTA Mapping?

  5. Subchannel (if applicable)

  6. Any additional comments?

For certain channels, you will also be asked to download and complete a Direct Connect Mapping form. A link to the form will be provided in the chat. Fill it out, attach it, and confirm using the button provided. If you need the link again, you can request it by selecting I need a link to the form again.

Path C: Other

If your query does not fall under GDS Rate Loading or External Booking Channel Mapping, select Other. You'll be prompted to provide:

  1. Hotel Name (or chain name for all hotels)

  2. Description of your request

  3. Any relevant files (attach if applicable)

Step 3: Company verification (if required)

In some cases, the Digital Assistant may ask you to confirm the company you are reaching out from. Simply type the name of your company in the chat and press Send. This helps ensure your request is routed to the right support team.

Step 4: Your ticket is created and routed

Once all required information has been collected, the Digital Assistant will automatically:

  • Create a support ticket on your behalf

  • Route it to the appropriate support team based on your request type and channel

  • Provide you with a unique Conversation ID for your records

You will see a confirmation message such as:

"Thanks! This conversation has been sent to the appropriate Support team. A member of that team should be in touch within one business day. Your Conversation ID is: [ID]"

Please save your Conversation ID, as you can use it to reference your request in any follow-up communication with the support team.

What happens next?

A member of the relevant support team will review your ticket and be in touch within one business day. The team assigned will depend on the nature of your request:

  • GDS Rate Loading requests are handled by the GDS support team

  • External Booking Channel Mapping requests are routed based on the channel selected

  • Other requests are directed to the appropriate CRS support team

  • Data-related requests may be routed to the Data Services team

Tips for a smooth experience

  • Have your CRS Property ID ready before starting the chat

  • For GDS Rate Loading, make sure your rate is already loaded in Windsurfer with open availability before submitting

  • For External Booking Channel Mapping, download and complete the Direct Connect Mapping form before starting if you know you'll need it

  • Attach all relevant files (e.g., Rate Loading Instructions, mapping forms) when prompted, as incomplete submissions may delay your ticket

  • Keep your Conversation ID handy for any follow-up queries

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