Applying per-passenger pricing adjustments for PNR bookings with mixed fares (FOC/paid)

Problem

When a PNR with multiple passengers having different pricing conditions (e.g., one Free of Charge, one paid) is imported into Salesforce, the Costings view displays the combined total as a single cost for both travelers instead of showing separate per-passenger pricing. This makes it difficult to apply discounts or separate costs correctly.

What We Found

The Connect API correctly processes PNR data with individual fare records (TSTs) per traveler. The per-person pricing data IS available in Salesforce - you can view it by clicking ‘Edit PNR’ on the flight itinerary line item in Builder (view-only mode). However, the Costings view aggregates totals and displays them as a combined amount with quantity, rather than per-passenger breakdown. This is expected behavior, not a bug.

Solution

1. Open Costings for the booking
2. Click the ‘Add Custom’ button at the top of the Costings screen
3. In the ‘Add Custom Service’ modal, select a supplier
4. Select an item, set date and time
5. Select the ‘Custom Discount’ type
6. Configure occupancy and set the discount cost amount (negative value for discount)
7. Optionally select commission and cancellation groups
8. Click Save
9. Allocate the custom discount to the specific passenger(s) via the Passenger Allocations screen

Notes

• Per-person PNR pricing is visible in Builder by clicking ‘Edit PNR’ on the flight itinerary line item (this is view-only)
• Use Custom Discount type in Costings to apply per-passenger adjustments like FOC discounts
• The custom service must be allocated to specific passengers using Passenger Allocations

Warnings

⚠️ Any subsequent API refresh or PNR update will return original fare values from the source and may overwrite manually added adjustments ⚠️ Consider selecting the option to retain existing cost or sell prices when refreshing PNR data to preserve manual adjustments

---

Source: KHELP-12227