Retention Segments: How to Keep Your PNR Active

If you work with global distribution systems (GDS) like Amadeus, Sabre, or Travelport Galileo, understanding Retention Segments is essential. They allow travel agents to keep PNRs active without adding new flight segments, which is critical for managing bookings, exchanges, and reporting.

What Is a Retention Segment?

A Retention Segment is a non-air segment added to a PNR to “retain” it in the system.

It is used to:

Keep a PNR active when no new flights are added
Prevent automatic cancellation of the booking
Link tickets to an existing file
Preserve information for accounting or reporting purposes

In short, a retention segment keeps your booking alive in the GDS even if no active flight segments exist.

When to Use Retention Segments

Travel agents commonly use retention segments in cases like:

After canceling air segments but still needing to keep the PNR
Issuing tickets without creating new flight segments
During exchanges or refunds
Preserving client information for future travel

Retention segments do not affect pricing, since they are not actual flights, but they are crucial for keeping the PNR in an active state.

How to Add Retention Segments in Different GDS

Each GDS has its own command to create a retention segment. Here are the most common:

Amadeus

RU1AHK1SHJ08APR/FREE TEXT

Explanation:

RU = Retention (used to extend or maintain the PNR activity)
1A = Office ID or agent office code
HK1 = Confirmed segment for 1 passenger
SHJ = Departure city (origin of the trip)
08APR = Date until which the PNR will remain active
/FREE TEXT = Any note added for reference

Sabre

Command:
0OTHYYGK1SHJ26SEP-FREE TEXT

Explanation:

0 = Retention segment entry (sell segment command)
OTH = “Others” segment type
YY = Generic airline code (not specific to any airline)
GK1 = Ghost segment for 1 passenger
SHJ = Departure city
26SEP = Date until which the PNR will remain active
-FREE TEXT = Optional note for reference

Galileo

RT.T/16may*free text

RT.T = Retention segment command
/16may = reference date
*free text = optional note

After adding the retention segment, the PNR remains active and can be updated or ticketed later.

Why Retention Segments Are Important

Prevents PNR cancellation: Systems automatically purge inactive PNRs. Retention segments stop that.
Keeps client history: Important for agencies to track travel patterns.
Facilitates exchanges/refunds: Allows tickets to remain linked to the original booking.
System compliance: Some GDSs require a segment to maintain fare rules or ticketing rules.

Best Practices

Always add meaningful free text to identify the reason for retention.
Use the correct command for each GDS to avoid errors.
Keep retention segments updated when the PNR changes.
Remove segments once they are no longer needed to keep your PNR clean.