{ "metric": "sla_breached", "label": "SLA breached", "note": "Exceptions that took longer to resolve than the service level allows.", "table": "room_night", "sort": null, "dir": "desc", "filters": {}, "total": 27, "sums": { "public_rate": 9948.17, "rate_paid": 8282.35 }, "rows": [ { "id": "RS-8853162-1", "period": "2026-08", "night": "2026-08-30", "booking_id": "RS-8853162", "duty_id": "D-513162", "layover_id": "L-513163", "crew_id": "IRE-1016", "crew_name": "T. Nolan", "crew_rank": "FO", "traveller_type": "crew", "entity": "ASL Airlines Ireland", "legal_entity": "ASL Airlines (Ireland) Ltd", "home_base": "DUB", "station": "LGG", "country": "BE", "property_id": "P-110", "hotel": "Van der Valk Liege", "chain": "Van der Valk", "contract_id": null, "allotment_id": null, "is_allotment_night": 0, "rate_type": "gds", "duty_reason": "overnight", "night_status": "occupied", "lead_time_days": 0.5, "booking_created_at": "2026-08-30T10:30:00Z", "checkin_time": "22:30", "checkout_time": "11:00", "duty_end_utc": "2026-08-30T21:33:00Z", "duty_start_utc": "2026-08-30T11:50:00Z", "transfer_minutes": 22, "room_net": 281.96, "vat_rate": 6, "vat_amount": 16.92, "vat_country": "BE", "vat_recoverable": 1, "city_tax": 4, "rate_paid": 302.88, "ancillaries": 30.69, "fee": 15.97, "currency_local": "EUR", "rate_paid_local": 302.88, "fx_rate": 1, "fx_date": "2026-08-30", "currency": "EUR", "revenue_model": "vendor_commission", "supplier_cost": 302.88, "markup": 0, "commission_received": 29.33, "commission_shared": 14.66, "commission_share_pct": 50, "rebate_received": 0, "vcc_ref": "VCC-8853162", "vcc_auth_amount": 358.57, "folio_amount": 333.57, "settled_amount": 333.57, "settled_at": "2026-08-30T23:59:00Z", "contracted_rate": null, "baseline_rate": 326.89, "market_rate": 317.08, "rate_honoured": 1, "customer": "DHL", "cost_centre": "DUB-CREW", "change_type": "cancel_rebook", "change_source": "travel_desk", "change_cost": 200.55, "modify_attempted": 1, "modify_failed_reason": "hotel_cutoff", "room_lost": 0, "exception_opened_at": "2026-08-30T06:12:00Z", "exception_resolved_at": "2026-08-30T07:05:00Z", "resolved_by": "human", "sla_breached": 1, "recon_state": "matched", "recon_amount": 0, "crew_rating": null, "complaint_theme": null, "source_file_id": "AIMS-2026-08-30", "ingested_at": "2026-08-30T02:14:00Z", "version": 1, "public_rate": 326.89, "discount_pct": 7.34 }, { "id": "RS-8853678-2", "period": "2026-08", "night": "2026-08-30", "booking_id": "RS-8853678", "duty_id": "D-513678", "layover_id": "L-513679", "crew_id": "IRE-S213", "crew_name": "R. Brennan", "crew_rank": "STAFF", "traveller_type": "staff", "entity": "ASL Airlines Ireland", "legal_entity": "ASL Airlines (Ireland) Ltd", "home_base": "EMA", "station": "LGG", "country": "BE", "property_id": "P-110", "hotel": "Van der Valk Liege", "chain": "Van der Valk", "contract_id": "C-110", "allotment_id": "A-110", "is_allotment_night": 1, "rate_type": "contracted", "duty_reason": "training", "night_status": "occupied", "lead_time_days": 0.5, "booking_created_at": "2026-08-28T17:40:00Z", "checkin_time": "05:40", "checkout_time": "08:15", "duty_end_utc": "2026-08-30T04:43:00Z", "duty_start_utc": "2026-08-30T14:05:00Z", "transfer_minutes": 22, "room_net": 241.4, "vat_rate": 6, "vat_amount": 14.48, "vat_country": "BE", "vat_recoverable": 1, "city_tax": 4, "rate_paid": 259.88, "ancillaries": 10.89, "fee": 0, "currency_local": "EUR", "rate_paid_local": 259.88, "fx_rate": 1, "fx_date": "2026-08-30", "currency": "EUR", "revenue_model": "routespring_contract", "supplier_cost": 244.93, "markup": 14.95, "commission_received": 0, "commission_shared": 0, "commission_share_pct": 0, "rebate_received": 0, "vcc_ref": "VCC-8853678", "vcc_auth_amount": 295.77, "folio_amount": 270.77, "settled_amount": 270.77, "settled_at": "2026-08-30T23:59:00Z", "contracted_rate": 259.88, "baseline_rate": 326.89, "market_rate": 317.08, "rate_honoured": 1, "customer": "DHL", "cost_centre": "EMA-CREW", "change_type": "cancel_rebook", "change_source": "travel_desk", "change_cost": 251.03, "modify_attempted": 1, "modify_failed_reason": "no_availability", "room_lost": 0, "exception_opened_at": "2026-08-30T17:22:00Z", "exception_resolved_at": "2026-08-30T07:05:00Z", "resolved_by": "human", "sla_breached": 1, "recon_state": "matched", "recon_amount": 0, "crew_rating": null, "complaint_theme": null, "source_file_id": "AIMS-2026-08-29", "ingested_at": "2026-08-30T02:14:00Z", "version": 1, "public_rate": 326.89, "discount_pct": 20.5 }, { "id": "RS-8854062-2", "period": "2026-08", "night": "2026-08-28", "booking_id": "RS-8854062", "duty_id": "D-514062", "layover_id": "L-514063", "crew_id": "BEL-1070", "crew_name": "S. Declerck", "crew_rank": "CC", "traveller_type": "crew", "entity": "ASL Airlines Belgium", "legal_entity": "ASL Airlines Belgium NV", "home_base": "LGG", "station": "HKG", "country": "HK", "property_id": "P-121", "hotel": "Hong Kong SkyCity Marriott", "chain": "Marriott", "contract_id": "C-121", "allotment_id": "A-121", "is_allotment_night": 1, "rate_type": "contracted", "duty_reason": "irops", "night_status": "occupied", "lead_time_days": 0.5, "booking_created_at": "2026-08-26T13:15:00Z", "checkin_time": "01:15", "checkout_time": "11:00", "duty_end_utc": "2026-08-28T00:00:00Z", "duty_start_utc": "2026-08-28T11:50:00Z", "transfer_minutes": 44, "room_net": 296.22, "vat_rate": 0, "vat_amount": 0, "vat_country": "HK", "vat_recoverable": 0, "city_tax": 0, "rate_paid": 296.22, "ancillaries": 26.04, "fee": 0, "currency_local": "HKD", "rate_paid_local": 2489.49, "fx_rate": 0.118988, "fx_date": "2026-08-28", "currency": "EUR", "revenue_model": "routespring_contract", "supplier_cost": 279.36, "markup": 16.86, "commission_received": 0, "commission_shared": 0, "commission_share_pct": 0, "rebate_received": 0, "vcc_ref": "VCC-8854062", "vcc_auth_amount": 347.26, "folio_amount": 322.26, "settled_amount": 322.26, "settled_at": "2026-08-28T23:59:00Z", "contracted_rate": 296.22, "baseline_rate": 393.94, "market_rate": 382.12, "rate_honoured": 1, "customer": "DHL", "cost_centre": "LGG-CREW", "change_type": "cancel_rebook", "change_source": "aims", "change_cost": 277.06, "modify_attempted": 1, "modify_failed_reason": "rate_changed", "room_lost": 0, "exception_opened_at": "2026-08-28T06:12:00Z", "exception_resolved_at": "2026-08-28T18:40:00Z", "resolved_by": "human", "sla_breached": 1, "recon_state": "matched", "recon_amount": 0, "crew_rating": 2.1, "complaint_theme": "checkin", "source_file_id": "AIMS-2026-08-27", "ingested_at": "2026-08-28T02:14:00Z", "version": 1, "public_rate": 393.94, "discount_pct": 24.81 }, { "id": "RS-8853238-2", "period": "2026-08", "night": "2026-08-27", "booking_id": "RS-8853238", "duty_id": "D-513238", "layover_id": "L-513239", "crew_id": "IRE-1007", "crew_name": "T. Mulligan", "crew_rank": "FO", "traveller_type": "crew", "entity": "ASL Airlines Ireland", "legal_entity": "ASL Airlines (Ireland) Ltd", "home_base": "DUB", "station": "STN", "country": "GB", "property_id": "P-115", "hotel": "Radisson Blu Stansted", "chain": "Radisson", "contract_id": "C-115", "allotment_id": "A-115", "is_allotment_night": 1, "rate_type": "contracted", "duty_reason": "overnight", "night_status": "occupied", "lead_time_days": 0.5, "booking_created_at": "2026-08-26T03:00:00Z", "checkin_time": "15:00", "checkout_time": "10:00", "duty_end_utc": "2026-08-27T14:03:00Z", "duty_start_utc": "2026-08-27T09:15:00Z", "transfer_minutes": 22, "room_net": 266.42, "vat_rate": 20, "vat_amount": 53.28, "vat_country": "GB", "vat_recoverable": 1, "city_tax": 0, "rate_paid": 319.7, "ancillaries": 0, "fee": 0, "currency_local": "GBP", "rate_paid_local": 269.77, "fx_rate": 1.185081, "fx_date": "2026-08-27", "currency": "EUR", "revenue_model": "airline_contract", "supplier_cost": 319.7, "markup": 0, "commission_received": 0, "commission_shared": 0, "commission_share_pct": 0, "rebate_received": 0, "vcc_ref": "VCC-8853238", "vcc_auth_amount": 344.7, "folio_amount": 319.7, "settled_amount": 319.7, "settled_at": "2026-08-27T23:59:00Z", "contracted_rate": 319.7, "baseline_rate": 431.28, "market_rate": 418.34, "rate_honoured": 1, "customer": "DHL", "cost_centre": "DUB-CREW", "change_type": "cancel_rebook", "change_source": "aims", "change_cost": 204.22, "modify_attempted": 1, "modify_failed_reason": "hotel_cutoff", "room_lost": 1, "exception_opened_at": "2026-08-27T21:05:00Z", "exception_resolved_at": "2026-08-27T18:40:00Z", "resolved_by": "human", "sla_breached": 1, "recon_state": "matched", "recon_amount": 0, "crew_rating": 2.4, "complaint_theme": "transfer", "source_file_id": "AIMS-2026-08-26", "ingested_at": "2026-08-27T02:14:00Z", "version": 1, "public_rate": 431.28, "discount_pct": 25.87 }, { "id": "RS-8854062-1", "period": "2026-08", "night": "2026-08-27", "booking_id": "RS-8854062", "duty_id": "D-514062", "layover_id": "L-514063", "crew_id": "BEL-1070", "crew_name": "S. Declerck", "crew_rank": "CC", "traveller_type": "crew", "entity": "ASL Airlines Belgium", "legal_entity": "ASL Airlines Belgium NV", "home_base": "LGG", "station": "HKG", "country": "HK", "property_id": "P-121", "hotel": "Hong Kong SkyCity Marriott", "chain": "Marriott", "contract_id": "C-121", "allotment_id": "A-121", "is_allotment_night": 1, "rate_type": "contracted", "duty_reason": "irops", "night_status": "occupied", "lead_time_days": 0.5, "booking_created_at": "2026-08-26T13:15:00Z", "checkin_time": "01:15", "checkout_time": "11:00", "duty_end_utc": "2026-08-27T00:00:00Z", "duty_start_utc": "2026-08-27T09:15:00Z", "transfer_minutes": 44, "room_net": 296.22, "vat_rate": 0, "vat_amount": 0, "vat_country": "HK", "vat_recoverable": 0, "city_tax": 0, "rate_paid": 296.22, "ancillaries": 12.79, "fee": 15.97, "currency_local": "HKD", "rate_paid_local": 2483.38, "fx_rate": 0.119281, "fx_date": "2026-08-27", "currency": "EUR", "revenue_model": "routespring_contract", "supplier_cost": 279.36, "markup": 16.86, "commission_received": 0, "commission_shared": 0, "commission_share_pct": 0, "rebate_received": 0, "vcc_ref": "VCC-8854062", "vcc_auth_amount": 334.01, "folio_amount": 309.01, "settled_amount": 309.01, "settled_at": "2026-08-27T23:59:00Z", "contracted_rate": 296.22, "baseline_rate": 425.32, "market_rate": 412.56, "rate_honoured": 1, "customer": "DHL", "cost_centre": "LGG-CREW", "change_type": "cancel_rebook", "change_source": "aims", "change_cost": 196.6, "modify_attempted": 1, "modify_failed_reason": "hotel_cutoff", "room_lost": 0, "exception_opened_at": "2026-08-27T21:05:00Z", "exception_resolved_at": "2026-08-27T18:40:00Z", "resolved_by": "human", "sla_breached": 1, "recon_state": "matched", "recon_amount": 0, "crew_rating": null, "complaint_theme": null, "source_file_id": "AIMS-2026-08-27", "ingested_at": "2026-08-27T02:14:00Z", "version": 1, "public_rate": 425.32, "discount_pct": 30.35 }, { "id": "RS-8854914-3", "period": "2026-08", "night": "2026-08-27", "booking_id": "RS-8854914", "duty_id": "D-514914", "layover_id": "L-514915", "crew_id": "FRA-1023", "crew_name": "T. Berger", "crew_rank": "ENG", "traveller_type": "crew", "entity": "ASL Airlines France", "legal_entity": "ASL Airlines France SA", "home_base": "LYS", "station": "CDG", "country": "FR", "property_id": "P-128", "hotel": "Ibis Paris CDG", "chain": "Accor", "contract_id": null, "allotment_id": null, "is_allotment_night": 0, "rate_type": "bedbank", "duty_reason": "irops", "night_status": "occupied", "lead_time_days": 0.5, "booking_created_at": "2026-08-24T17:40:00Z", "checkin_time": "05:40", "checkout_time": "04:30", "duty_end_utc": "2026-08-27T04:35:00Z", "duty_start_utc": "2026-08-27T11:50:00Z", "transfer_minutes": 30, "room_net": 336.4, "vat_rate": 10, "vat_amount": 33.64, "vat_country": "FR", "vat_recoverable": 1, "city_tax": 5.2, "rate_paid": 375.24, "ancillaries": 0, "fee": 0, "currency_local": "EUR", "rate_paid_local": 375.24, "fx_rate": 1, "fx_date": "2026-08-27", "currency": "EUR", "revenue_model": "vendor_net", "supplier_cost": 338.66, "markup": 36.58, "commission_received": 0, "commission_shared": 0, "commission_share_pct": 0, "rebate_received": 0, "vcc_ref": "VCC-8854914", "vcc_auth_amount": 400.24, "folio_amount": 375.24, "settled_amount": 375.24, "settled_at": "2026-08-27T23:59:00Z", "contracted_rate": null, "baseline_rate": 409.4, "market_rate": 397.12, "rate_honoured": 1, "customer": "ASL own pax", "cost_centre": "LYS-CREW", "change_type": "cancel_rebook", "change_source": "aims", "change_cost": 274.56, "modify_attempted": 1, "modify_failed_reason": "rate_changed", "room_lost": 0, "exception_opened_at": "2026-08-27T17:22:00Z", "exception_resolved_at": "2026-08-27T22:30:00Z", "resolved_by": "human", "sla_breached": 1, "recon_state": "matched", "recon_amount": 0, "crew_rating": null, "complaint_theme": null, "source_file_id": "AIMS-2026-08-25", "ingested_at": "2026-08-27T02:14:00Z", "version": 1, "public_rate": 409.4, "discount_pct": 8.34 }, { "id": "RS-8853123-1", "period": "2026-08", "night": "2026-08-24", "booking_id": "RS-8853123", "duty_id": "D-513123", "layover_id": "L-513124", "crew_id": "IRE-1023", "crew_name": "M. Devlin", "crew_rank": "CC", "traveller_type": "crew", "entity": "ASL Airlines Ireland", "legal_entity": "ASL Airlines (Ireland) Ltd", "home_base": "EMA", "station": "LGG", "country": "BE", "property_id": "P-112", "hotel": "Husa de la Couronne", "chain": "Independent", "contract_id": null, "allotment_id": null, "is_allotment_night": 0, "rate_type": "gds", "duty_reason": "overnight", "night_status": "occupied", "lead_time_days": 0.5, "booking_created_at": "2026-08-24T10:30:00Z", "checkin_time": "22:30", "checkout_time": "08:15", "duty_end_utc": "2026-08-24T21:19:00Z", "duty_start_utc": "2026-08-24T06:30:00Z", "transfer_minutes": 36, "room_net": 290.28, "vat_rate": 6, "vat_amount": 17.42, "vat_country": "BE", "vat_recoverable": 1, "city_tax": 4, "rate_paid": 311.7, "ancillaries": 0, "fee": 15.97, "currency_local": "EUR", "rate_paid_local": 311.7, "fx_rate": 1, "fx_date": "2026-08-24", "currency": "EUR", "revenue_model": "vendor_commission", "supplier_cost": 311.7, "markup": 0, "commission_received": 24.99, "commission_shared": 12.49, "commission_share_pct": 50, "rebate_received": 0, "vcc_ref": "VCC-8853123", "vcc_auth_amount": 336.7, "folio_amount": 311.7, "settled_amount": 311.7, "settled_at": "2026-08-24T23:59:00Z", "contracted_rate": null, "baseline_rate": 346.3, "market_rate": 335.91, "rate_honoured": 1, "customer": "DHL", "cost_centre": "EMA-CREW", "change_type": "cancel_rebook", "change_source": "aims", "change_cost": 266.9, "modify_attempted": 1, "modify_failed_reason": "hotel_cutoff", "room_lost": 0, "exception_opened_at": "2026-08-24T21:05:00Z", "exception_resolved_at": "2026-08-24T12:55:00Z", "resolved_by": "human", "sla_breached": 1, "recon_state": "matched", "recon_amount": 0, "crew_rating": null, "complaint_theme": null, "source_file_id": "AIMS-2026-08-24", "ingested_at": "2026-08-24T02:14:00Z", "version": 1, "public_rate": 346.3, "discount_pct": 9.99 }, { "id": "RS-8853928-2", "period": "2026-08", "night": "2026-08-23", "booking_id": "RS-8853928", "duty_id": "D-513928", "layover_id": "L-513929", "crew_id": "BEL-1067", "crew_name": "O. 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