Employers managing their crew changes will see a Flight Logs button on the main Crew Changes page:
When you click the Flight Logs button you will see information about your imported flights:
Here you can:
Click the link in the Matched Trip Column to go to the crew change.
Click the arrows to sort the columns with blue headers alphabetically or numerically.
Filter flight information by clicking the blue funnel icon at the top. You can also filter by errors.
See the reasons for flight log errors by clicking the blue i icon at the top. See more about errors and troubleshooting below. The same description is shown when you hover over an error message.
A: Flight Logs Overview
If your company has flight booking synchronization set up with your travel agent, flights should be imported into your open crew change automatically. Below are the main rules for flights to be imported into a crew change:
1. Crew changes with open status
The crew change must be open in order to import and update already imported flight bookings. Here’s how to create a crew change.
Crew changes have a Flight Sync status that indicates if an import is active or not.
2. Seafarer data
The seafarer for whom the flight is booked must be added to that crew change as an on-signer or off-signer. Here’s how to add on- and off-signers.
The seafarer’s first name, last name and date of birth in their Martide profile must be the same as in the flight booking
3. Trip data
The seafarer for whom the flight is booked must have a trip added. Here’s how to add trips and travel arrangements.
If a seafarer has more than one booking, a separate trip for each booking must be created.
One booking (PNR - Passenger Name Record) = one trip in crew change. One booking can have several flight ticket numbers.
The trip’s airport of departure and airport of arrival must match the flight booking.
The trip’s target date must be within +/- 7 days from the flight’s departure date.
4. It takes 30 - 60 mins to import or update flight bookings
Flight booking import runs once every 30 - 60 minutes
When a new seafarer or trip is added to a crew change, the ticket data will be added during the next import
When a travel agent adds or updates flight booking data, it will be added during the next import
Note: Detailed description and flight sync rules are listed below in section E.
B: Understanding the Flight Logs Page
If a flight booking was not imported, the Flight Logs page helps you understand why it happened and how to solve the issue. The page also shows all flights that were received from a travel agent.
1. To open the Flight Logs page, go to Crew Changes and click the Flight Logs tab at the top. Or click here.
2. On the page you can see:
All flight bookings that were received from travel agent(s) on the latest import.
The sync date, which travel agent sent it, the departure date, ticket status, and seafarer name and date of birth.
The import status is next to each entry. If the import failed an error message will be shown. Hover over the message and instructions on how to fix the issue will be shown
Each flight entry can be extended to show the PNR, ticket numbers, airports of departure and arrival, time and date.
3. Flight logs can be filtered by seafarer name, PNR, ticket numbers, flight number, time, etc. Note that when searching by seafarer name, use first name OR last name only. This is because travel agents use different formats for their tickets. E.g. “Smith/John” or “John Smith”.
Medmar: “Smith/John MR”
CTeleport: “John Smith”.
Martide shows the seafarer’s name on the Flight Logs page exactly how the travel agent sends them.
4. Each flight log record includes:
PNR (Passenger Name Record) - the booking record’s unique ID
Ticket number
Flight details
Often one PNR has two ticket numbers and each ticket number contains several flights. Flight logs show per ticket number. E.g. if a PNR has two ticket numbers, they will show as two different entries on the flight logs page, but with the same PNR number:
C: How to Fix Flight Sync Errors
1. Invalid booking received
What happened:
Data sent by travel agent is invalid.
What to do:
Copy flight data and error message and report to the travel agent
2. Invalid data received
What happened:
Data sent by travel agent is invalid.
What to do:
Copy flight data and error message and report to the travel agent
3. Required data missing
What happened:
Data sent by travel agent is incomplete.
What to do:
Copy flight data and the error message and report to the travel agent
4. Seafarer not found
What happened:
The combination of First Name, Last Name & Date of Birth in ticket do not match a Martide profile.
What to check:
Make sure that the seafarer’s profile is created in Martide
Check that date of birth in ticket matches date of birth in seafarer profile
Check that first and last names from flight booking match with first and last names in the seafarer profile
Compare order of first and last names in ticket to Martide. E.g. First name - Smith, last name – John, when system is expecting John Smith
What to do:
If data in a ticket is incorrect, contact travel agent
If data in the profile is incorrect, update the profile according to seafarer's passport
Note that after data is fixed in profile or by travel agent, it will take up to 60 minutes to import the updated data
5. Duplicated seafarer
What happened:
Combination of First Name, Last Name and Date of Birth in ticket match more than one seafarer profile in Martide.
What to do:
Contact [email protected]
6. Crew change not open
What happened:
There is an update for a previously synchronized ticket or a new ticket for a trip, but crew change is completed/cancelled.
What to do:
Change crew change status to open to update the ticket.
7. Trip not found
What happened:
There are no trips for seafarer between the selected airports/cities within +/- 7 days of trip target date
What to check:
Make sure seafarer is added into the open crew change.
Check that airport of departure on the first ticket in matches the airport or city set as “From” in the crew change trip.
Check that airport of arrival on the last ticket matches the airport or city set as “To” in crew change trip.
Check that departure date (including year) of the first flight is within +/- 7 days of crew change trip target date.
What to do:
If data in a ticket is incorrect, contact the travel agent.
If data in the trip is incorrect, update the trip details. (Trip details can be edited for several seafarers at once.)
If a seafarer has more than one booking, a separate trip for each booking must be created. One trip per each booking (PNR).
Note that after data is fixed in profile or by travel agent, it will take up to 60 minutes to import the updated data.
8. Duplicated trip
What happened:
More than one trip found for a seafarer between the selected airports/cities within +/- 7 days of trip target date.
What to check:
The system will show a link to all crew changes where a duplicated trip was found.
What to do:
Follow the links and delete a trip that is no longer needed (e.g. from a cancelled crew change)
To delete a trip, open the crew change > select seafarer on the left > click the three dots next to the trip > Delete
To delete a crew change, go to the Crew Change page and click the Delete button next to it. If the button is not visible, please contact your manager – they will need to give your Martide account permission to delete.
Logs:
Delete trip:
Delete Crew Change:
9. No time zone found
What happened:
The time zone for the departure/arrival airport is not in Martide.
What to do:
Contact [email protected]
D: FAQ
1. Ticket was not synced with crew change
What happened:
Flight is not showing in crew change
What to check:
Go to the Flight Logs page and search for the flight by PNR / seafarer name / ticket number
Check if an error message is showing next to the flight entry
What to do:
If there is an error, check the How to Fix Flight Sync Errors section above and follow the steps
2. Flight booking cannot be found on the Flight Logs page:
What happened:
System cannot find a record with the PNR / seafarer name / ticket number on the Flight Logs page
What to check:
Try searching with a different value. E.g. if you’re searching by seafarer name, try the ticket number or PNR instead.
Wait for 60 minutes: if the travel agent has just added a flight booking it will need up to 60 minutes to be imported into Martide.
If a booking still can’t be found, it means that Martide has not received that booking information.
What to do:
Ask the travel agent to add the missing booking or to update incorrectly added details.
3. Incorrect data imported into crew change
What happened:
The ticket is imported into the crew change but some flight data, such as flight status or price, is incorrect.
What to check:
Search for the booking on the Flight Logs page by PNR / seafarer name / ticket number
If there is an error, it's possible the latest update for the ticket wasn't imported due to the state error
If flight booking has “Completed” status, it's likely the travel agent sent incorrect data
What to do:
If there is an error, check the How to Fix Flight Sync Errors section above and follow the steps
If a booking has “Completed” status, contact the travel agent to update incorrectly added data
4. Flight price is missing from ticket
What happened:
The ticket is imported into the crew change but the price of the ticket is missing.
What to check:
Search for the booking on the Flight Logs page by PNR / seafarer name / ticket number
Check to see if the price is in the Flight Log. If it’s not, the travel agent has most likely forgotten to add it.
What to do:
Contact your travel agent and ask them to update the booking by adding the price.
5. Seafarer has two or more bookings that should be imported into same crew change
What happened:
A set of flights for a seafarer was sent as two separate bookings with different PNR numbers
What to check:
Go to the Flight Logs page and search flights by seafarer first or last name
Check the PNR values of the flight booking that you want to import
If the tickets to be imported have different PNRs, the second trip must be created in the crew change
What to do:
On the Crew Change page create a second trip for the same seafarer. Here’s how to create a trip.
Make sure the first flight’s departure airport from the PNR is set as “from” and the last flight’s arrival airport from the PNR set as “to”.
See Section E > Step 3 for a detailed description and the flight sync rules
6. Duplicated flights are showing on the Crew Change page
What happened:
Two or more identical flights are showing for a seafarer on the Crew Change page
What to check:
On the Crew Change page, extend each booking and check the flight type - manual or imported
If it’s a manually added flight, hover over the company logo to see which company added the flight
If it’s an imported flight, go to the Flight Logs page and search for the seafarer by first or last name
If there are two identical entries, it means the travel agent sent duplicate entries
If there’s only one entry, it means the travel agent sent duplicate entries but already deleted the extra one
What to do:
For a manually added flight, if it’s no longer needed, click on the open booking > delete
For two imported flights, if there are two identical entries for a flight on the Flight Logs page, contact the travel agent to remove the duplicate on their side. When they’ve done that, go to the step below.
For one imported flight, if there are no duplicates for a flight on the Flight Logs page and only one entry is showing, go to the Crew Change page and delete both duplicate flights. On the next sync, only one entry will be imported.
If an imported flight is deleted but the travel agent still sends that flight, it will be added again in the sync, unless there are any errors such as “crew change is not open”
Note that because the sync runs every 30-360 minutes, if there are fixes needed from the travel agent the system will need an extra 30-60 minutes to import any changes after they have made the update.
Case:
Delete manually added flight:
Delete imported flight:
E: Flight Logs Description and Rules
The system imports flight logs in several steps:
Step 1: System checks the integrity of the ticket and ensures it’s received data for the flight booking from the travel agent(s). If ticket data is correct and complete, it moves to step 2. If something is wrong, the system stops the import and displays one of these errors:
Invalid booking received
Invalid data received: system will specify which field in the ticket is incorrect
Required data missing: system will specify which field in the ticket is missing
These errors must be fixed by the travel agent. Once fixed and updated, the tickets will be included in the next import and the ticket status will be updated.
Step 2: System maps the received seafarer’s information on the ticket with the seafarer profile in Martide. This is based on:
First name
Last name
Date of birth
There must be only one seafarer profile in the system with that combination of first name + last name + date of birth.
The system ignores minor differences in names (e.g. Jr Mike and Mike Jr.), salutations (John Mr.) or when a long name is shortened (i.e. in the case of Sri Lanka seafarers.) It makes no difference if the name is in upper or lower case.
If the profile in Martide is found, the system moves to step 3. If something is wrong, the system stops the import and displays one of these errors:
Seafarer not found
Duplicated seafarer
Step 3: System maps the received flight details with the trip in the crew change. It searches the crew changes for the seafarer. Their trip must match the booking's flight data, based on:
Departure airport for the last flight in the booking
Arrival airport for the first flight in the booking
Departure date for the first flight in the booking
The system then searches for a trip record where the same airports are set, and trip target date is within +/- 7 days of the first flight in the booking’s departure date.
There must be only one trip created with that combination
If a city has several airports you can set the city code as the airport of arrival and departure. The system will sync flights for all airports in that city. For example, if a trip has PAR (Paris) set as the airport of departure, it will import flights from all airports in Paris: ORY, CDG, LBG, BVA.
If it’s important to keep an original trip date – i.e. if a crew change is postponed for more than a week - and it’s important to keep the original date to get updates for previously cancelled flights – you can create a second trip. This can have the same departure and arrival airports, but the trip target dates must be at least 8 days apart from each other. If not, the flight import will fail due to “Duplicated trip” error.
Note: one booking record (PNR) might have two ticket numbers and each ticket number may contain several flights. Even so, the system always follows the rule: one PNR = one trip in crew change.
If one PNR has one ticket number, the system searches for the trip by the airport of departure of the first flight + the airport of arrival of the last flight.
If one PNR has two ticket numbers, the system searches for the trip by the airport of departure of the first flight from the first ticket + the airport of arrival of the last flight from the second ticket.
If there are two PNRs with one ticket number each, the system searches for two trips by the airport of departure of the first flight + the airport of arrival of the last flight, per PNR.
If something is wrong, the system stops importing the ticket and shows one of these errors:
Crew change not open
Trip not found
Duplicated trip
No time zone found
Step 4: Ticket updates
Once the ticket is synced it will show a Completed status on the Flight Logs page, even if the crew change is now closed.
When an update for the ticket is received (flight status, cost etc.) the system will try to update it automatically
If the update was successful, the ticket will still be shown with Completed status
If the update cannot be completed due to an issue, an error message will be displayed on the flight logs page next to that ticket. Once the issue is fixed, the system will try to update the ticket on the next import
Synchronization runs every 30-60 minutes. During this, the system:
Removes existing log messages and display a message that the import is in progress
Tries to import all new, updated or previously failed to import tickets
Generates new logs based on the latest synchronization attempt
Note About Missing Flights in Crew Changes
If flight tickets are not appearing in a crew change, please check the flight logs.
Previous Guide: How to Add Travel Arrangements to a Crew Change