🔗 Prerequisites
Features
What you get with this outcome
Complete Passenger Data, Every Booking
Every successful trip starts with knowing your travelers. Kaptio's Passenger General Information (PGI) system captures essential details—passports, dietary requirements, mobility needs, emergency contacts—through configurable schemes that adapt to each service type. Whether collecting data internally via the Passenger tab or externally through customer-facing forms, information flows directly to booking records for documents, supplier confirmations, and compliance reporting.
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pgi-scheme-diagram
PGI Schemes
Configure which passenger fields appear for each service type. Hotels need room preferences, flights need passport details, activities need fitness requirements. PGI schemes ensure you collect exactly what you need without overwhelming customers with irrelevant questions.
- ✓Service-type specific fields
- ✓Required vs optional field control
- ✓Validation rules for data quality
- ✓Scheme assignment to services
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Passenger Fields
Passenger Fields
Standard and custom fields capture everything from identity documents (passport number, expiry, nationality) to special requirements (dietary, mobility, medical). Fields map between Person Accounts and Passenger records for returning customer convenience.
- ✓Identity document capture
- ✓Dietary and allergy tracking
- ✓Mobility and accessibility needs
- ✓Emergency contact information
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registration-form-diagram
Registration Forms
Send customers a link to complete their passenger information online. Forms pre-populate with known data and update Kaptio directly. Integration options include native Salesforce forms, Alchemer, or custom LWC components.
- ✓Customer self-service data entry
- ✓Pre-populated known information
- ✓Direct update to booking records
- ✓Form completion tracking
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validation-rules-diagram
Data Quality Controls
Validation rules ensure passport expiry dates are valid, required fields are complete before document generation, and data formats match supplier requirements. Incomplete PGI flags prevent operational issues.
- ✓Passport expiry validation
- ✓Required field enforcement
- ✓Format validation for suppliers
- ✓Completeness dashboards
User Journey
Step-by-step flow from start to finish
🗺️User Journey Flow
Follow the steps from start to finish
Implementation Plan
How to implement this outcome
📅 Project Overview
Scheme Configuration
Week 1- • Define PGI fields per service type
- • Create PGI schemes
Form Setup
Week 2- • Configure registration form
- • Set up form-to-Kaptio sync
Resources
Configs, tools, and documentation to help you
PGI Architecture
Passenger General Information (PGI) is captured through a scheme-based system that controls which fields appear for each service type.
PGI Scheme Structure
PGI Schemes link to Service Types, controlling field visibility:
| Service Type | Typical PGI Fields |
|---|---|
| Accommodation | Room preferences, special requests |
| Flight | Passport, nationality, frequent flyer |
| Activity | Fitness level, dietary, mobility |
| Cruise | Dining preferences, cabin requests |
| Transfer | Flight details, wheelchair needs |
Standard Passenger Fields
| Category | Fields |
|---|---|
| Identity | Name, DOB, Nationality, Gender |
| Passport | Number, Issue Date, Expiry, Issue Location |
| Contact | Email, Phone, Emergency Contact |
| Requirements | Dietary, Mobility, Medical, Special Requests |
| Loyalty | Frequent Flyer, Hotel Programs |
Form Integration Options
Option 1: Internal Entry
Reservation consultants enter PGI directly in Kaptio Passenger tab. Best for phone bookings and VIP customers.
Option 2: External Forms (Alchemer)
Send customers a link to Alchemer form. Data syncs back to Kaptio via integration. Best for high-volume self-service.
Option 3: Salesforce Forms
Native Salesforce Experience Cloud forms. Customers complete PGI in branded portal. Data writes directly to records.
Option 4: Custom LWC
Build custom Lightning Web Component exposed via link. Maximum flexibility, highest development effort.
Best Practices
- Collect minimum required data to reduce friction
- Validate passport expiry against travel dates
- Send form reminders with deadlines
- Block document generation for incomplete PGI
Common Pitfalls
Avoid these implementation mistakes
Don't create PGI schemes with too many required fields—customers abandon complex forms
Validate passport expiry against travel dates—expired passports cause trip failures
Map fields correctly between Person Account and Passenger—inconsistent data confuses
Test form integrations thoroughly—broken forms lose customer data
Plan GDPR compliance—passenger data has strict retention and consent requirements
Block document generation for incomplete PGI—sending docs with missing data is unprofessional