Internal SOP: Adding an Infant to a Booking

🎯 Scope

This SOP covers the steps agents must follow to:

Infant: Aged 7 days to under 2 years on date of flight
Lap infant: Does not occupy a seat
Infant turning 2 before return flight: Must pay child fare and be seated separately for that segment

Open IBS iFly → New Booking
Add adult passenger(s), select fare type (Economy/Business)
Under “Passenger Details”, click Add Infant
Enter:
- Infant name
- Date of birth
- Passport details (if international)
System auto-applies correct fare:
- Economy: AED 85 per sector + taxes
- Business: 10% of base adult fare
Confirm booking & proceed to Payment Gateway Portal for full fare collection
Log case in Phoenix CRM with passenger name + PNR + fare details

Open IBS iFly → Modify Booking
Search PNR using booking ref + passenger last name
Click Add Infant under passenger name
Input infant details → System applies correct fare
Go to Fare Quote screen to confirm fare difference
Collect payment via PGP
Reissue itinerary and send confirmation via ETT using TEMPLATE-INFANT-ADDED
Note update in Phoenix CRM

Rule	Detail
1 adult = 1 infant	Each adult may only hold one infant on their lap
5 kg infant cabin bag	Separate from adult’s allowance (infant items only)
Car seat / stroller	1 item permitted per infant, must be checked in
Age validation	Infant must be under 2 on day of flight. Turning 2 before return → new seat + child fare

Can the infant bring their own cabin bag?

Yes, 1 item up to 5 kg is permitted for infant essentials.

Can I add an infant after check-in?

No. Infant must be added before online or airport check-in closes (75 mins before departure).

Can twins travel with one parent?

Only one lap infant allowed per adult. Second infant must be seated in an approved car seat with purchased child fare.