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Error Messages

Hetal Shah
  • Updated
This article serves as a helpful guide to understanding different error messages you might come across. These messages are important for pinpointing issues that could be impacting your instance of Zeno. Additionally, it offers troubleshooting steps to assist you in resolving these problems, allowing you to diagnose issues more effectively and enhance your overall experience and productivity.

Error Messages

AirPriceNotIntegrity

This error message is displayed when flight pricing fails. 

Action Contact your travel expert with the following details...
  • Take a screenshot and provide the Activity ID.
  • In the email, please explain the situation where you encountered the error.

 

 

500 error resuming a draft booking

The 500 error message is displayed when resuming a draft booking, when there is an issue with completing a draft booking.

Action Contact your travel expert with the following details...
  • Take a screenshot and provide the Activity ID.
  • In the email, please explain the situation where you encountered the error.

 

 

Hotel Sold Out

This error message is displayed when a hotel cannot be booked. 

Action Check if the correct credit card details are entered.

If the credit card information that you have provided is accurate, yet you continue to encounter an error, it may be because the hotel you have selected is genuinely fully booked at the time you are attempting to complete your reservation. In such cases, it is advisable to consider making a booking at a different hotel. Should the problem continue to occur even after trying an alternative hotel, we recommend that you contact your travel expert and explain the situation in which you encountered the error.

 

 

Something went wrong with your booking.
We couldn’t complete your hotel booking at this time. Please try selecting a different hotel or contact your travel expert for assistance.

This particular error message appears when an attempt to book a hotel is unsuccessful, yet the underlying reason for this failure remains ambiguous.

TMC Action It is essential to ensure that the credit card information and the traveller's hotel membership details are accurately entered. You can also consider using a different provider than the one you initially selected. This alternative approach might help resolve the issue. In the event that the problem persists, despite verifying that the credit card information and membership details are correct, and after attempting to book through a different provider, we recommend that you contact your travel expert and explain the situation in which you encountered the error.

 

 

AbortForceBasis Error

The AbortForceBasis error message is displayed when Zeno is unable to price accurately, and the booking has been stopped to avoid any charge issued by an airline to a travel agency when something about a booking doesn’t meet the airline’s rules.

Action Restart the booking process. In the event that the problem persists, we recommend that you contact your travel expert and explain the situation in which you encountered the error.

 

 

Booking couldn't be submitted for NDC Booking (Sabre and Amadeus)

The error message stating that the Booking couldn't be submitted appears when there is a discrepancy between the traveller's profile name in Zeno and the name on their frequent flyer membership.

Action Complete the following...
  • Check if the traveller's profile name in Zeno matches the name on their frequent flyer membership.
    • If the names are the same, please contact your travel expert.
    • If the names are different, please make sure to use the same names before creating a booking.
Tip

When setting up a profile in Zeno, kindly enter the traveller's legal name exactly as it appears in their passport. Additionally, when adding frequent flyer details, please ensure that the traveller's legal name (as in their passport) matches the name on their frequent flyer account with the supplier.

Notes In the event that the problem persists, we recommend that you contact your travel expert with the Activity ID and explain the situation in which you encountered the error.
Refer to the Create a Profile and Manage Membership and Loyalty Programs in a Profile articles for details.

 

 

SiError at Booking Submission

The SiError error message appears when there is a problem establishing connections with providers. This service plays a crucial role in facilitating communication and data exchange between our systems and those of the providers.

Action Here are some options you can try to overcome the error before reaching out to your travel expert...
  • Refresh the booking and try the booking again, and confirm if the same error persists after the refresh.
  • It's a good idea to restart the booking process if an error happens while trying to resume a on hold/draft booking. This way, you can make sure you're getting the most up-to-date pricing for your booking.
  • Check traveller details to ensure their email address is accurate and does not include invalid characters.
Notes In the event that the problem persists, we recommend that you contact your travel expert with the Activity ID and explain the situation in which you encountered the error.

 

 

Booking couldn't be submitted

The error message is displayed when a traveller/travel arranger is making a hotel booking using the new Conferma setup.

Action We recommend that you contact your travel expert with the Acitivty ID and explain the situation in which you encountered the error.

 

 

seatsellfailed Error

The error can occur for several reasons, such as an issue with seat inventory, the traveller profile, or the content supplier, among others.

Action Here are some options you can try to overcome the error before reaching out to your travel expert...
  • Check if the traveller profile details are accurate.
  • Try selecting and booking with another airline.
  • We recommend that you contact your travel expert with the Activity ID and explain the situation in which you encountered the error.

 

 

Change your selection
The fares you selected can’t be combined in one ticket. To continue, update your itinerary by selecting different flights with fares from the same cabin class or fare brand name throughout.

This is not an error message but an informative message advising the traveller/travel arranger regarding fares that cannot be combined. The message is displayed because...

  • You have selected flights that belong to different fare rules or brands that cannot be combined under the airline's pricing logic. Airlines organise fares into brands or cabin classes, each with its own rules for things like baggage, refunds, and flexibility. Since these rules can conflict, some fare brands cannot be combined on the same ticket.
Action Here are some options you can try to overcome the error before reaching out to your travel expert...
  • Choose the same fare brand or cabin class for all flight segments of your itinerary.
  • We recommend that you contact your travel expert with the Activity ID and explain the situation in which you encountered the error.

 

 

Required profile fields
You aren’t allowed to complete this booking because at least one traveler hasn’t completed the “Required Profile Fields” Update the traveler profile and restart this booking.

This notification appears when a traveller's profile is missing essential information. It kindly reminds the user to complete all necessary details to keep the profile accurate and up to date.

Action Here are some options you can try to overcome the error before reaching out to your travel expert...
  • Edit the traveller profile and add the missing information. 
    Profiles > Manage Profiles and click on a profile you want to update.
  • If you can edit a profile, update it, save your changes, and continue booking. If not, please contact your travel expert and explain the error. They will be able to assist you and provide the necessary support. 

 

 

FrequentFlyerInvalid

This error is encountered during flight booking processes, typically when there is an issue with the frequent flyer number provided.

Other Common Error Messages around Frequent Flyer...

  • There is a problem confirming your flights due to an incorrect Frequent Flyer number. Please update profile details and try again. If the problem persists, contact your Travel Expert for assistance.
  • If the name does not match: “There is a problem confirming your flights due to an incorrect Frequent Flyer name. Please ensure the name on the profile and the name held by the airline match, then try again. If the problem persists, contact your Travel Expert for assistance.

Common Causes:

  • The frequent flyer number contains invalid characters or is not in the correct format (e.g., spaces, letters that are not allowed).
  • The frequent flyer number does not exist for the selected airline.
  • The name on the booking does not match the name associated with the frequent flyer account.
  • Technical issues with the frequent flyer membership validation.
Action If you encounter this error, double-check the frequent flyer number and ensure it matches the format and name registered with the airline.
If the issue persists, please contact your travel expert and explain the error. They will be able to assist you and provide the necessary support. 

 

 

Booking partially successful “An issue occurred with one or more parts of the booking. Full or partial payment may have been processed.”

A partially failed (or partially successful) booking occurs when one part of a booking is completed successfully, but another part fails.

Action If you encounter this error, DO NOT submit the booking again and contact your travel expert so they can check what was already booked and complete or correct the booking safely. This process helps prevent duplicate bookings. 
If the message is ignored and the booking is resubmitted, the supplier may create another confirmed booking, resulting in duplicate reservations, multiple charges, or held inventory that later needs to be cancelled. 

 

 

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