Notes

Iep-eml-: to send mail

Delta united basic economy if changes permitted with reissue fee then credits can be given// not in the case if changes not permitted

FHE= Command /// For MCO fhe line not necessary to add

Qxp/all- To remove a queue

Fxq, fxo,fxp= pricing command fxb/a

Fqp/all= to remove a queue

Involuntary save- fxi

Trf tkt number = to check if under void window

trf/i-01 to check for refund

Trf/l30 tocheck status for refund

Fxo = to price flights

Purged PNR credit redemption

First do rpp/rlc to check purged pnr

First determine office id as original booking or pnr will not display

Then retreive original pnr with cnclled flights

Review remarks to check remark history command= rpp/rhr

FO line example- rttn > tkt line number [#] > fo*l# > FO 006-8007424861SEA26JUN23/11617270/006-80074248611E1*B240.00/X47.80/C99.00/p1

Fm example

> RH/all > md-fm > fm0.00a >update like this fm0.00A/xo/0.00A

Credits redemption

Fhe(tkt number)= to update tkt in credit redemption



Example of sr docs line to update dob , name , gender = SRDOCSUAHK1-----19FEB82-M--MADRIGAL JR/VICTOR MARTIN

dan pasco- command to check airport name

fxx/r,up,05jun23= To check fare rules



264Non lodging definitions and terms

1075

https://ext-expediagroup.okta.com

Username= TRNBS00115 office id = SEAEX3902 Password= Amadeus@22 Shodhit

Non lodging (Topics covered with scenario`

Cant cancel only one leg of combined one way fare, whole flights must be cancelled

https://itdt10.igtsolutions.com/IntranetPortal05

https://1a.sellingplatformconnect.amadeus.com/

b8d53b0b-438b-4e5a-b8c0-212107cd300a gianna

https://igt.knowmax.io/expedia/

https://cpcontents.adobe.com/public/newlearner/newlearner_fe8c159b.html#/newLearnerExperience

Microsoft Forms

Microsoft Forms

In flights credits redemption change of origin sometimes not permitted by airlines in farelogix

Organization: MCG-EXPD_B

UserID: GUR0045767
Login: GUR0045767
Office: SEAEX30N2

based questions

Iata number - 11617270#

1075

fxx/r,up,21MAY23 fare rules

Amadeus Global Enhanced EVR script

40432

Required disclosures for US, Canada, EMEA, and LATAM agents

18001

Change a flight coupon status to OPEN

10485

Respond to low-cost airline (LCC) service requests

36780

Dip check on GDS commands



We as Expedia never charge our customers for changes in airline bookings .



We will never downgrade the cabin of our customer . If customer is asking to upgrade his cabin we will upgrade it. Probing questions – Ask the customer his name , and other details before making changes in reservation .



To open a PNR



Command= RT ( PNR alphanumeric number) ENTER

Command to open a purged PNR-= rpp/rlc-(PNR)

The image of purged PNR won't open using normal commands.

To open a Retrieve ticketing ticket number (RTTN)



Command= RTTN ENTER



United airlines = 016

American airlines= 001

Delta = 012

AERO MEXICO= 002



Baggage



Customer can only take 23 kgs in a bag for free , for more than that customer has to pay extra per kgs. It also depends on the airlines.



Carry-on baggage is allowed up to 6 to 7 kgs in international flights. But checked in bags cannot be taken in aircraft.



Command to open the ticket image



Command = twd/l



Command to check different Taxes on a flight booking



Command = twd/tax



Frequent flyer number / Known traveler number



A frequent flyer number holder does not have to stand in ques to check in they will have VIP access to security checks and check in.



What is ( IATA ) ?



International Air Transport Association for ticketing and pricing purposes.

72486685748065

Minimum connecting time


The minimum amount of time permitted to connect between two flights where a connection is required.



To check minimum connecting time between connecting flights the command is -

Command= DMI ( ENTER )



Miscellaneous charge order (MCO)


A voucher issued to a customer by an airline or its authorized agent. This customer may use this voucher to purchase future travel. MCO can only be issued on amount equal to and above 25 USD. If it is less than 25 USD no MCO will be issued. Validity will be of 1 year. It depends on airlines to airlines if the MCO will be issued or not. MCO value will never be refunded to source account , it will always be issued as a credit.



MCO issued to a particular customer then it can only be used by the same traveler, no one else can use it . It can only be used on the same airline too. It is Non – Transferable .



Open-ended tickets


Tickets leaving the return date open to set at a later date. A ticket valid for a travel between specified points without a reservation or a specific flight number to set at a later date. Tickets left open are charged the full fare.

If the ticket status is in

E ( exchanged ) then we cannot work ,

S ( Suspended ) then we will ask the customer to contact Airline for assistance .

O ( Open ) then we can work on this ticket .

A ( Airport controlled ) then we can work on this ticket as airport have access to this ticket,

V ( Voided ) whenever customer makes a reservation , it depends on the point of sale , in which the customer can come to make changes or cancel it under 24 hours ( It is also known as void time ) . After that void time has passed we cannot assist customers.



Pseudo city code (PCC)


A code (similar to a city code) that travel agencies use to identify themselves in the GDS. Also known as a subscriber identification (SID) or Office ID (OID). Also known as office id .



Queues


Queues are an electronic filing system in a GDS. Each response needed by an airline or travel agent is placed on unique assignment based on their pseudo city code or location and type of action needed.



Record locator


This is a unique six-character alphanumeric code assigned by an airline or airline reservations system to a valid passenger reservation or PNR. Our term is Booking ID.

PNR and record locator are the same thing.



Reissue


A rewriting of an existing ticket due to a change in fare, class of service, or routing.



Reprotection


Reprotection occurs when the customer declines the airline's protection and we book different flight(s) based on the customer's preferences. It can also be called as an insurance to the customer by the airlines.



Revalidation


Revalidation, within the airline industry, also refers to a "return only" ticket change. What makes this different is that revalidation requires that the same exact routing be used via the same airlines. No deviation to cities or airlines can be revalidated.





( Important for certification test )

Topics covered with scenario based questions



Dip check done on GDS format

Call listening done

Discussion on HT 40085 ( Customer contacting us from the airport )

Discussion on HT 4229 ( How long does a refund take)

Discussion on HT 40288 ( NDC Airline Processes )

https://1a.training.booking.sellingplatformconnect.amadeus.com/app_sell2.0/apf/init/login?SITE=LOGINURL&OCTX=SKL&LANGUAGE=US&refreshOnError=true

http://172.18.16.209/MySchedule.aspx

https://trn1-voyager.lab.expedia.com

Organization: MCG-EXPD_B
UserID: GUR0045767
Login: GUR0045767
Office: SEAEX30N2
Sign: 2241SG

https://itdt10.igtsolutions.com/IntranetPortal05/Login/LoginScreen.aspx

(Expedia group lines of business contact information ) (3551)



AOI : While spellcheck agent should use military phonetics to properly communicate with the customer . To provide the number for respective LOB , agent missed to callback the traveler after abrupt disconnection .



We will only make bookings for customers in Amadeus only when they would like to make a booking with MCO credits.

Also when the PNR gets purged.



American express has 4 digit security code.

To retrieve a Purged PNR the command is = RPP/RLC - (PNR)

Future travel credit redemption is also known as Airline credits .

Validity of PNR is 364 days , after that the PNR is purged.

Airline credits can only be redeemed in Amadeus.

Redeeming credit or MCO can be done by the same passenger with the same Airlines.



To pick the availability of a flight the command is =



AN (DATE OF TRAVEL )(CITY PAIR )/ A(BA) ex of : Airline code

EX of a command = an18aprlhrmia/aba



Command to move down the previous command- md ( down arrow )





To check for different flights the command is =



Language id will always be 1033 in Amadeus during booking

IG and IR are the commands to ignore the PNR

HK means holding confirmed. HK ( Number ) means number of passengers confirmed.



Airfare types

351



Amadeus Global Enhanced EVR script

40432



EVR= Exchange Void Refund script



Now we have launched GVR 2.0 , if we have to do anything on a particular ticket we have to do it on GVR 2.0 .



When two airlines are involved it is called as a court share flight .



The flight which issues a ticket is the validating flight , and the one which flies the customer is the operating flight.



A child cannot traveler alone , he/she should be associated on a particular ticket . We will not book a child passenger , however we can suggest the customer to contact the airlines and fill a form to allow the child to traveler alone and they will have to pay a certain fees for the airline crew to take care of the child .



We don’t handle LCC booking



To get the fare through manual pricing the command is = FXX



The command to open the Price segment = FQQ ( Segment number )



XT is the total of all the taxes.



The command to save the price through manual pricing= FXP





The STEPS and command to save the price of the tickets created on PNR=

Rf ( Agent name ) (Enter)

Er ( Enter)

Er ( Enter)

IR ( Enter)



The price which we save on a PNR is called ( TST ) and to check it the command is = TQT ( Enter )



Fxb = Is a command to get the lowest fare of a ticket ( Do not use . Just for knowledge )







SSR= Special secure record of the passenger



Details in SSR docs = Passport and Date of birth



Retention Line = The time till when the PNR should remain active



3QTHSM, 3RFL78 , 3TL49O, 3TL49O , 3TL49O , 3TL49O , 4BN8TI =PNR TKT-0017912244398

4EAQ6D



4EAQ6D , 4EAQ6D



4VZLAO , 4WNXUG , 393HD7 , 4TSA4Z , 2EP3NQ(4TSA4Z exchange pnr ), 3LOQAZ , 3LOQAZ ( pnr que list ) , 2U3TGG , 2VOLI2, 2XINWY, 3JME8Y

RU1AHK2SEA[Date format0= (DDMMMYY)/RETENTION LINE



Update data of pax in smart flow after that =



SFPD = Secured Flight Passenger Data



Rtg= Is a command to check SSR in PNR command to save SSR= rf shodhit er er ir



Fp cash or check which means it’s a merchant fare , fp ( card number ) which means it’s a published fare.



We offer 2 main types of airfare: published and merchant. Each fare type has restrictions for what you can and can't do.



Published fare = Is a fare where the airlines is the charging party.

Merchant fare = Is a fare where Expedia is the charging party.



Expedia bargain fare = Is a fare which comes under the Merchant fare , in which customer can't change or cancel the reservation at all. Thus it is the most restrictive fare , in which we can't cancel it . Only exception to cancel or changes in this fare is when the customer is a gold member and doing it for the first time. We can't do any changes to basic or silver members reservation.



Command to open ticket image for only one passenger = twd



Command to open remarks of a PNR = rtr ( romeo tango romeo )

Add payment method command= Fp cash

rf ( shodhit )

Er

Er

Ir





Ttp/et/rt for training Amadeus to issue a ticket.



rttn = To open the ticket



Twd= Is the command to choose the ticketing number = twd / ( (l ) segment number )



Ex= fqdlhrjfk/19may23/r,up,27mar23/c/aaa



Fqn ( Segment number)*pe = Command to display fare rules



Basic economy class names =

American = B

Jet blue =

L

Delta= E

Copa= M

British airways = C





Command to open the fare rules of a ticket = FQD ( City pair)/(Date of travel)/r,up,(Date of issuance)/(Class of service)/a(Airline code )



If there are different fare basis codes then we have to open and check all of them, if there are same fare basis codes then only need to open and check one .



Ex= fqdlhrjfk/19may23/r,up,27mar23/c/aaa

Fqn ( Segment number)*pe = Command to display fare rules

The process to add details to a ticket and add details to it =



To pick the availability of a flight the command is =

AN (DATE OF TRAVEL )(CITY PAIR )/ A(BA) ex of : Airline code

EX of a command = an18aprlhrmia/aba



Create a PNR using smart flow



After that get the fare through manual pricing the command is = FXX



After that The command to open the Price segment = FQQ ( Segment number )



After that The command to save the price through manual pricing= FXP



After that RF ( Agent name ) er . Er , ir



After that The price which we save on a PNR is called ( TST ) and to check it the command is = TQT ( Enter )



Retrieve the PNR command – RT



Then = ( fp cash ) to add payment method



For ( SSR= Special secure record of the passenger )

Add details of customer like Date of birth , passport number and other details using smart flow( EX_R )



After that Ttp/et/rt for training Amadeus to issue a ticket.



After that rttn = To open the ticket (Second window)



After that Twd Is the command to choose the ticketing number = twd / ( l segment number )



After that Command to open the fare rules of a ticket = FQD ( City pair)/(Date of travel)/r,up,(Date of issuance)/( (c)Class of service)/a(Airline code )



EX= fqdlhrjfk/19may23/r,up,27mar23/c/aaa



After that = Fqn ( Segment number)*pe = Command to display fare rules



* Control c and then control f then enter = to match the farebasis code



Void Window

If it Is a roundtrip and the customer comes to us to cancel onward flight then we cannot do it. As the airlines might cancel the return flight too.

Passenger requested for ticket cancellation , checked ticket under void window . So cancelled the ticket after customer confirmation. = Remarks used during ticket Voiding

Xe6-7 or xe6,7 = Command to delete segments from a ticket

Command to manually void a command using Amadeus=

Trdc/all



Divide a PNR

36054



To split a PNR the command is = SP2( segment number )

After that save the Spit PNR= rf shodhit

After that use command = EF

After that save again rf er er ir

To find a PNR the command is = rtaxr



After that use = rt (segment number) of the split one.



How to divide PNR from GVR (First priority)

Go to GVR

Select divide PNR

Select the passenger to divide PNR. Select divide



Add remarks command is - rm

The command to check remarks = rtr



GDS commands and formats

22512



Add a special request or extra service to a flight booking

40524



Command to add wheelchair =

SRWCHR/P( PASSENGER NUMBER )

After that = rf shodhit er er ir

After that do rtg to check if added



Respond to low-cost airline (LCC) service requests36780

Before you begin

Low-cost carriers (also called LCCs or service lite) offer low airfares, but generally charge for most services, such as baggage and meals. We offer many LCCs by point of sale.

After booking, LCCs require that the customer contact them for service requests, with very few exceptions. Redirect the customer to the LCC. Be sure to first answer questions the customer may have about other products.

Note: If the customer says the LCC referred the customer back to Expedia Group, tell the customer you will call the LCC and explain the situation. Put the customer on hold and call the LCC. Check the situation with the LCC, and warm transfer the call.

What you can do:

Tell the customer their confirmation email has instructions on how to modify their booking.

Encourage self-service through the airline's website whenever possible. The customer can also call the airline for help. Keep in mind it often costs less when the customer pays online than when they call the LCC.

Make sure the customer has the airline's confirmation number and contact information.

If a US POS customer has a Vacation Waiver or Package Protection Plan, make sure that the waiver is eligible for use.

What you can’t do:

Don't process any changes on LCCs.

For combined one-way fares (COWF), FlexMOR, and packages, don’t make any changes on the non-LCC portion until customer completes the action with LCC directly.


35847

Exchange steps for practice in a fresh PNR

First create a fresh booking if customer wants

After that check availability using AN command .

After that create PNR

After that do manual pricing using fxx

After that FQQ segment number

After that use fxp (If the price does not gets saved repeat the previous steps ) to save the fare.

After that fpcash

After that add details of the pax using smart flow EXR

After that use ttp/et/rt to issue the ticket. ( If Ticket does not gets issued use ig and then do ttp/et/rt)

After that use rttn to open the ticket image .

After that twd/l( segment number )

After that check the fare rules of the ticket for all policies related to cancellation and changes using GVR.

If GVR does not work then use manual commands.

After that when fare rules gets opened , divide the command window and open the PNR there and use rttn to open ticket image.

After that use fqd command in first window, and then match the fare basis code , you can use shortcut control f .

After that use fqn (segment number )*pe

After that check for cancellation policy and change policy and check if there are any penalty charges on cancellation or change.

After that use GVR for exchange to get the new ticket amount. ( If GVR does not works use manual commands )

The command to retain the ATC (Automated Ticket Changer ) is= fxf

To save the price the command is = fxq

After that use rf er er ir

After that go to smart flow and execute the exchange .

Always check a ticket image and check status whenever a customer comes to us for help. regarding their ticket.

When we have to exchange a flight , first priority should be GVR.



The command to retain the ATC (Automated Ticket Changer ) is= fxf

To save the price the command is = fxq



Tqt/t3 = Command To open the ticket price .

Command to open ticket directly= twd/tkt

Example= twd/tkt001-(Ticket number )



We will add $30 extra in US point of sale while comparing total of the old price and the new price In Exchange to save calculative errors.



The residual amount is the leftover MCO value that will be issued to the customer.



Command to check whether the connecting time is correct or not = DMI

RTQ

------------------------------------------------------------
PNR QUEUE LIST - 4TSA4Z
------------------------------------------------------------
NUM OFFICE ID QUEUE CAT DR DATE / TIME SIGN
0001 SEAEX3902 008 001 01 03APR/ 1112 CS
*TRN*

>MD

REQUESTED DISPLAY NOT SCROLLABLE



How long does a refund take

4229

Global airline name change and correction policies

29322





When a customer ask for cancellation of a partially flown ticket for the airline credit . We will inform the customer that only 20 to 30 percent will be used for the return flight and 70 to 80 percent is charged for the departing flight.

Mr. customer Either we can book on the same fare , or upgrade the fare of your service as per the airline policy.

Sbg



Command to add a ticket number to a new PNR while redeeming credits in a purged PNR is =

1. Fha (ticket number ) = fha 001 ( ticket number)

2. After this use rf er er ir

3. We will issue the new PNR in the original office id in which it was created.

Command to open a purged PNR-= rpp/rlc-(PNR)

The image of purged PNR won't open using normal commands.



When the airline takes over a ticket

40074

When the airline refers the customer back to Expedia

If the customer says the airline has referred them back to Expedia:

Apologize to the customer.

Use the steps above to see if you can find the customer’s latest booking.

If not, call the airline.

Confirm with the airline who owns the ticket.

If the airline confirms that Expedia has the ticket, ask for the latest ticket number and OID/PCC and open the ticket in the GDS. Then help the customer.

Customer contacting us from the airport

40085



Airline schedule change

Global airline schedule change policies

29331


The command to check the history of a PNR= RHA

The command to open the history of the history of the PNR= RHFA

Different









Manual Voluntary Exchange for Farelogix:

Pull in the new flight, select the flight > [“Price”, to fetch the current price > hit “Book”] > go to open ticket > “Exchange/Reissue” > a window which shows the current price and flight > Submit > [details of the flight and Add collect and penalty, please put manually > a column which says “Ticket”, change it to “Reissue”] > Submit



ASC invol exchange for Farelogx

Pulled in the flt > book the flt > create fare > drag the flt > ticket to reissue > update the endorsement box > submit > go to open ticket > Exchange/Reissue > update the Penalty fee > submit