Notes

SABRE


¥¤..
SABRE is a computer reservation system or global distribution system (GDS) which sells tickets for multiple airlines. This is a command base system that requires you to use entries to find information and make changes. This is one of many tools you will use to service flight bookings.

Command to sign in - SI*ID To Login to all Work Space.
Command to sign in- Si*

SIGNS - BASIC FUNCTIONS


- Name Field
* Display
¥ Cross of Lorraine - Filter something / search (Symbol next to ENTER on OSK)
¤ Change / Cancel the remarks (Symbol on open bracket on OSK)
*S To view the current work area
¤A/B/C/D/E/F To jump to particular area
*S* To display all the working areas
5H- To leave a remarks (Free Flow Text)
*P5H To display the remarks history
I/IG Ignore the PNR
IR Ignore and Retrieve the PNR
ALT UP/DOWN Arrow - Toggle between the recent commands
ALT BACKSPACE - To clear the screen
*M To view if you are on RESG (Live) / CERT (Training)

1- To search for the availability of flights
Eg - 1(Date of Travel)(City Pair)¥(Airline Code) Eg - 115SEPSEAMIA¥AA
0 - To sell in the seat / segments
Eg - 0(Number of Passengers)(Class of Service)(Segment No.) EXAMPLE - 01Y1
1* To view more flights
For selecting seats in connecting flight –

0(Number of Passengers)(Class of Service)(Segment No.)*

EXAMPLE 01Y1* (For same class in connecting flight)
For selecting seats in connecting flight –

0(Number of Passengers)(Class of Service)(Segment No.)(Class of Service)(Segment No.) EXAMPLE 01Y1S1 (For different class in connecting flight)
3 To add SSR or OSI (for all the airlines

Eg - Command to add OSI - 3OSI DL (FREE FLOW TEXT) / 3OSI DL Family Trip
*P3 - To check the SSR or OSI

5 - To add a remarks

EXAMPLE - 5H- Free Flow Text
*P5H - To display the remarks history
5(Line No.)¤ To delete the remarks


6 To receive the field / To confirm the field - Command to receive the field is 6(Agent Name)

Eg- 6(Ben)
ER - To save the field (End & Retrieve)

Eg- 5H- Processed exchange as per cx request / 6Ben / ER
7 Ticketing Field (Assigning it to ticketing)

Eg- 7TAW
9 Phone Field (To add customer's phone number) Eg - 99044006866
*PNR - To view the PNR
*N - To view the name field
*PE - To view the email address of the traveller
PE¥(Customer's Email)¥ - To add the Traveller's Email Address EG- PE¥[email protected]¥
*P6 - To check Home PCC

AAA(PCC) - To jump to correct PCC
*T - Booking PCC
VCT* - To check the minimum connecting time
T*SFO - To check the void time frame

COMMON CLASS OF SERVICES FOR MOST AIRLINES

FIRST - F, P, A
BUSINESS - C, D, J, I, Z, R
PREMIUM ECONOMY - W, P, A
ECONOMY - Y and anything after Y

TO CHECK THE AIRLINE CLASS OF SERVICE - W/RBD* (Airline Code) Eg - W/RBD*AA



AIR FARE TYPES
MOST RESTRICTIVE FARE

The strictest set of fare rules. For example - An itinerary has a different fare basis code for each segment. One fare basis code says that the ticket is non-refundable and the other fare basis code says that the ticket is refundable. In this situation, the entire ticket is non-refundable because we obey the most restrictive fare rules.

FARE BASIS CODE
It helps to pull up the retrieve all sets of instruction and penalty of airline.

Or in general a combination of letters and numbers combined together to identify a certain set of rules designed by the airlines.

PUBLISHED FARES - Any charges and action is regards to reservation has to be carried out in GDS even the payment while running the script for which an auth code needs to be generated.

1. Basic Economy / Web Fare


- Type of class in Economy
- Most restrictive type of fares provided by the airlines (changes/ cancellation / baggage / upgrades / seat selection / boarding group )
- In Voyager, fare type would be still specified as "Published", however check the policy of the flights or the class of service that is chosen.
- Basic Economy / restrictive fares are "use it or lose it" fares

2. Branded Fare


- Type of fare where the customer has paid extra apart the flight ticket itself (baggage / paid seats )2
- When processing cancellation or refund, ensure you educate about the payment done for the baggages or the paid seats.

3. Combined One Way Fares (COWF)


- Combination of two one-way fares where customer tried purchasing it as a round trip which aren't combinable.
- Two different policies where is one for the outbound and the other one is for return.
- Cancellation or changes made over a part of the journey will not have any impact on the rest of the journey.

4. Low Cost Carrier (LCC)


- Most affordable flights in the market.
- Bookings could be processed on Expedia's end and any after service, the cx would have contact the airlines or we have to guide the customer to contact the airlines.
- It would indicate as "Ticketless" over your ticket number.

MERCHANT FARES


- Fare & Policy is exclusively available only for Expedia & our affiliates.
- Expedia charges the customer for booking and making changes; however, the airlines collects the amount from Expedia for the booking and changes.
- Airlines would process the refund to Expedia ; later Expedia process the refund to the customer.
- Any changes or action to be taken on GDS (Sabre/Farelogix) and any changes to be collected on Voyager Lodging / Classic.

1. SPECIAL VACATION AIRFARE (SVA)


- Available to package only
- Any refund or charges to be processed on Voyager Lodging, and the actions to be taken on GDS.

2. BRANDED NET FARE (BNF)


- Available to package and standalone
- DON'T follow the Expedia policies / rules, follow normal airlines policies
- Any refund or charges to be processed on Voyager Lodging, and the actions to be taken on GDS.

3. BARGAIN FARES


- Customers can only select flight date, origin and destination.
- Once the booking is completed, the itinerary information is revealed to customer.
- This type of booking could be only purchased from customer's end, and not from agent's end agent's brand site.
- It is most restrictive policies (Use it or Lose it)
- If customer is a Expedia Gold or Silver customers, 1 time exception to cancel the reservation within 24 hours of booking.
- Changes and cancellation are not allowed ; apart from name correction and airline schedule change.

4. FLEXMOR


- Published Fare
- Change fee, or refund fee, or fare difference has to be collected on Voyager Classic / Lodging.
- Any Refund to be processed will be processed on Voyager classic after we get the refund from the airlines.

What Created PNR?


P - Phone Field 9(City Code)(Passenger phone number) EG - 9LAX3200390218
*P9 - To view the customer's phone number

R - Receiving Field 6 (Agent Name) Eg- 6Ben ER

I - Itinerary Field 1(Date of Travel)(City Pair)¥(Airline Code) Eg - 115SEPSEAMIA¥AA
0(Number of Passengers)(Class of Service)(Segment No.) EXAMPLE - 01Y1


N - Name Field To add name ( -Last Name / First Name Middle Name)


T - Ticketing Field Command to update the TAW Line
7TAW(PCC)(Current Date)(Queue Code)/
Eg- 7 TAW 7MNA21AUG342/

Time frame for Ticketing - Minimum - 4 Hours Maximum - 24 Hours

QUEUE CODES

342 - is for Voluntary Exchange
343 - is for Air Schedule Change
344 - is for Refund
346 - is for Partial Refund


*IA - Display the air itinerary / Show the Air Segments / Flight Segments


*T - Display ticketing field / shows the ticket number and the ticket line number.


WETR*(Ticket Line Number) - To view an itinerary using the ticket line number. Eg - WETR*5



BASIC FUNCTIONS - PART II


IDENTIFIER

Home - H
Business - B
Mobile / Cellphone - C
Agency - A
Fax - F

IDENTIFIER

ADT - Adult
CNN - Child
INF - Infant on Lap
INS - Infant on Seat
SRC - Senior Citizen

FLIGHT SEGMENT STATUS CODES

UN - Unconfirmed / Unable to flight
HN - Holds need to be confirmed
HX - Holds Cancelled
LL - Wait List
NN - Requesting Segment
SC - Schedule Change
TK - Till Confirmed
UC - Unable to confirm
WK - Will confirm
SS - Segment Sell
HK - Holding Confirmed

TICKET COUPON STATUS

OPEN - Unused / Yet to travel
USED - Utilized / Completed Travel
VOID - Voided Ticket
RFND - Refunded Ticket
SUSP - Suspended Ticket
APRT - Airport Control / Do not make changes or cancellation if the trip is within 3-6 hours of the departure, otherwise consider it as OPEN status.
EXCH - Exchange performed and new ticket issued // if there is any exchange ticket and no open ticket below, which simplifies those airlines has taken over the control.
CKIN - Checked In

WAY TO CHECK THE AIRLINE POLICY/ PENALITY


1. FQ (Ticket Issued Date) (City Pair) (Date of Travel) - (Airline Code) ¥Q (Fare Basis Code)
RD (Line Number) *M - To pull up the fare menu
RD * 16 - To pull up the penalty

2. RD (Ticket Issued Date) (City Pair) (Date of Travel) (Fare Basis Code) - (Airline Code)
RD (Line Number) *M - To pull up the fare menu
RD * 16 - To pull up the penalty

FORM OF PAYMENT

VI - VISA
CA - MASTER CARD
AX - AMERICAN EXPRESS
DS - DISCOVER

NAVIGATION COMMANDS

MD - Move Down
MT - Move Top
MU - Move Up
MB - Move to the Bottom

CANCEL COMMANDS

X (Segment Line Number) - Cancel / Remove the segment line number Eg - X1
X (Segment No.) / (Segment No.) - To cancel / remove the segments which ARE NOT in range Eg - X2/4
X (Segment No.) - (Segment No.) - To cancel / remove the segment which ARE in range Eg - X4-6
XIA - Cancel / Remove all the segments along with the Retention Line.
XI - Cancel / Remove only the segments

Short Cut commands


*A - To view all the PNR Fields / Elements Field
*HIA - To display history of all segments (It pulls up the entire history of the flight segments)
1*C - To check for the same class of service
*FF - To display the frequent flyer number or details
VI* - Displays the flight information (Terminal, Meals, class of service)
*B - To display all the seats assigned / assignments

PQ - To store the price / save the price quote
*PQ - To display the price quote
*PQS - To display the price quote summary
PQD-ALL - To delete the old price quote

RETENTION LINE


Whenever we cancel all the flight segments on GDS we need to add a command for the ticket not to be lost, as some flight credit may be lost or not found by the next agent, that command is called Retention Line.
The Retention Line will reflect for 180 days so that the PNR does not get purged (expired or lost PNR).
The original PNR is called PARENT PNR.

Command to update on GDS
0OTH(Airline Code)GK(No. of Passengers)(departure City)180Days-Info/Retention

GK - Status of the Ticket

To find out the 180 Days from the day of cancellation, command is

T¤(Current Date)¥ 180
NOTE - Always enter the retention line after cancelling the flight segments.

DIVIDE


D (Passenger Name Field No.) Eg- D1.1

Multi Passenger Divide
D (Passenger Name Field No.) * (Passenger Name Field No.) Eg - D1.1*2.1


DIVIDE A TICKET


*PNR - To pull up the passenger name record
*T - To pull up the Ticket Line Number
WETR*(Ticket Line Number) - To pull up the fare rule
*N - To pull up the name field number, for the passenger we are going to divide
D1.1 - Command to divide a passenger
6(Agent Name) - To receive the field
F - To file the documents
ER - To save it
*D - To view / To check the divided PNR (Copy the PNR and re-open to continue)
5H- Divided (Passenger Name) to new PNR HMN787 (Leave a Note)

NOTE - After dividing, process with changes, void, cancellations etc....


SPECIAL SERVICE REQUEST (SSR) in GDS
VGML - Veg Meal
WCHR - Wheel Chair
BLND - Blind Passenger

3(SSR CODE)(Segment No.)-(Name Field No.) Command is for all airlines except AA
Eg- 3VGML1-1.1
3VGML1,2-1.1 (For two segments)


4(SSR CODE)(Segment No.)-(Name Field No.) Command is for only American Airlines
Eg- 4WCHR1-1.1
4WCHR1,2-1.1 (For two segments)


HOW TO UPDATE FREQUENT FLYER
FF(Airline Code)(Frequent Flyer Number)-(Name Field Number) Eg- FFDL123456-1.1
*FF To pull up the frequent flyer info.
FF(Line Number)¤( To delete / remove FF

HOW TO ADD SECURE FLIGHT DATA (SFPD)
3DOCS/DB/DATE OF BIRTH/GENDER/LAST NAME / FIRST NAME / MIDDLE NAME - NAME FIELD NUMBER
Eg- 3DOCS/DB/15SEP91/KHANDELWAL/DHRUV-1.1

*P3D To check the secure flight data
3(Line Number)¤ - To delete

VOID - FOR PUBLISHED FARE
*PNR
*T
WETR*(Ticket Line Number)

Once you open the Electronic Ticket make sure to check the following info :
The Coupon Status is OPEN
The flight hasn't departed yet
Ticket has a confirmed status (HK)

*T To show the ticket line number
WV (Ticket Line Number) - is the warning to void
WV (Ticket Line Number) - is to confirm the void

*IA - To pull up the active segments
XIA - To cancel the segments
6 (Agent Name) - To receive the field
ER - To save it

5H- Voided as per Pax request
6 (Agent Name) - To receive the field
ER - To save it

7T- Voided as per Pax request
6 (Agent Name) - To receive the field
ER - To save it

*PAC - Passenger Accounting Line (make sure to delete the PAC line whenever you void a ticket)
The command to delete PAC - AC(Line Number)¤
Eg- AC1¤

NOTE - After cancellation / voiding the flight make sure to send customer a copy of cancellation confirmation.

VOID - FOR MERCHANT FARE
Extra Step - Go back to the Voyager and click on I am cancelling, Process the refund.

VOID TIMELINE
The United States uses the ARC Period, which cuts off at 11:59PM P.T. the next business day.
Everywhere else uses BSP and the void time frame ends same day at 11:59PM local time with some exceptions :
Mexico - Mexico's void time frame ends at 10PM local time.
DE - Lufthansa Group (LHG) allows for 24 hours cancellation on the German Point of Sale.

CANCEL A FLIGHT // NO REFUND NO CREDIT

*PNR
*T
WETR*(Ticket Line Number)
FQ (Ticket Issued Date) (City Pair) (Date of Travel) - (Airline Code)¥Q (Fare Basis Code)
RD (Line Number) *M - To pull up the fare menu
RD * 16 - To pull up the penalty

*IA - To pull up the active segments
XIA - To cancel the segments along with the Retention
6 (Agent Name) - To receive the field
ER - To save it

T¤(Current Date)¥180


Retention Line
0OTH(Airline Code)GK(No. of Passengers)(departure City)180Days-Info/Retention
6 (Agent Name) - To receive the field
ER - To save it

5H- Processed cancellation as per cx request
5H- As per policy no refund no credit lost of value
6 (Agent Name) - To receive the field
ER - To save it

NOTE - Don't forget to send out an email confirmation

CANCEL WITH CREDIT

*PNR
*T
WETR*(Ticket Line Number)
FQ (Ticket Issued Date) (City Pair) (Date of Travel) - (Airline Code)¥Q (Fare Basis Code)
RD (Line Number) *M - To pull up the fare menu
RD * 16 - To pull up the penalty

After checing the fare rule if the cx still wants to cancel

*IA - To pull up the active segments
XIA - To cancel the segments along with the Retention
6 (Agent Name) - To receive the field
ER - To save it

T¤(Current Date)¥180


Retention Line
0OTH(Airline Code)GK(No. of Passengers)(departure City)180Days-Info/Retention
6 (Agent Name) - To receive the field
ER - To save it

5H- Processed cancellation as per cx request
5H- As per policy ticket can be reissued
5H- Free Flow Text
6 (Agent Name) - To receive the field
ER - To save it

ISSUED AS AN MCO (CREDIT VOUCHER)

CONDITIONS TO USE AN MCO IN FUTURE :
- The reservation has to be with the same validating carrier
- MCO should be utilized, or booked by 1 year from the date of MCO issuance.
- No penalty will be collected, difference in fare applies
- Same country of origin
Same passangers (Exception provided for Air Canada (CA POS), Alaska (NA POS), Intrajet ( LA or NA POS)


THINGS TO DISCOVER INFORMATION RELATED TO MCO :
- Check for a TK Ticket
- Look for remarks where previous agent has specified about the residual value (or)
- Manually calculate difference between old fare and new fare (or)
- Check the latest POR stored.

CONDITIONS TO ISSUE AN MCO:
- Residual Value should be greater than $25
- Unless and until stated on fare rules or flex policy (lower fare found , issue an MCO // Issue an voucher // refunded to voucher)

SEGMENT STATUS
TE - Electronic Ticket
TV - Voided Ticket
MV - Misc Voided
ME - Misc Ticket (Paid Seats)
TK - MCO (Misc. Charge Order)
TR - Refunded Ticket

CANCEL AND REFUND // MANUAL REFUND

*PNR
*T
WETR*(Ticket Line Number)
FQ (Ticket Issued Date) (City Pair) (Date of Travel) - (Airline Code)¥Q (Fare Basis Code)
RD (Line Number) *M - To pull up the fare menu
RD * 16 - To pull up the penalty

*IA - To pull up the active segments
XIA - To cancel the segments along with the Retention
6 (Agent Name) - To receive the field
ER - To save it

T¤(Current Date)¥180


Retention Line
0OTH(Airline Code)GK(No. of Passengers)(departure City)180Days-Info/Retention
6 (Agent Name) - To receive the field
ER - To save it


RUN THE REFUND SCRIPT
CTRL + A - To start the script
Open the Sabre Script Box (Type EX_R_NEW)
Select the Point of Sale - Depends on the Brand
Select the Function - Select the Refund
Pause the Script
Refund Box will be displayed (Update the Full, Ticket Number, Amount, Yes or No)
Remarks box will be displayed - update the remarks - (Once done click on Next)
PCC Box will be displayed - Pause it - Update Taw Line
7TAW(PCC)(CURRENT DATE)344/
6 (Agent Name) - To receive the field
ER - To save it
Unpause the break - Select the correct PCC and queue it

MANUEL QUEUE COMMAND
QP/(PCC)(QUEUE CODE)/11
Eg- QP/7MNA344/11

To check the correct queue line the command is *QH
To edit the queue command - QR/(CORRECT PCC)(CORRECT QUEUE CODE) Eg- QR/7MNA342


AUTOMATIC REFUND (AUTO - CANCELLATION)

WFRA (TICKET NUMBER) - To check the refund price response

IF THE CUSTOMER IS OK WITH THE REFUND

WFRA (TICKET NUMBER) / REF - To complete the refund process

Response on SABRE HOST - Refund Processed

CANCEL FLIGHT FOR MERCHANT FARE

- Refund the CX from Voyager
- Click on I am cancelling
- Process the refund
- Advise the cx 24 hours - Depending on their Bank


KNOWN TRAVELLER NUMBER
3DOCO//K/(Known Traveller Number) - (Name Field Number)
4DOCO//K/(Known Traveller Number) - (Name Field Number) For American Airlines

Eg - 3DOCO//K/RH32004F-1.1
4DOCO//K/RH32004F-1.1 (For American Airlines)

REDRESS NUMBER
3DOCO//R/(Redress Number) - (Name Field Number)
4DOCO//R/(Redress Number) - (Name Field Number) For American Airlines


Eg- 3DOCO//R/RH32004HF-1.1
4DOCO//R/RH32004HF-1.1 For American Airlines



To view or display the seat map
4G (Segment Number)*

To delete all the selected seats
4GXALL


PRICING COMMANDS FOR SABRE AUTOMATED EXCHANGE (SAE)
Published Fare - WFRF (Ticket Number)¥NCB Eg - WFRF 123400000¥NCB
Merchant Fare - WFRF (Ticket Number)¥JCB Eg - WFRF 123400000¥JCB

STATUS - OPEN U*38 (Commission Agent)

First Class or Business Class - WFRF (Ticket Number) Eg - WFRF 123400000

ADULT - WFRF (Ticket Number)¥P(N Passenger Type)¥N(Name Field Number)
Eg- WFRF123400000¥PADT¥N1.1¥NCB

CHILD - WFRF (Ticket Number)¥P(N Passenger Type)¥N(Name Field Number)
Eg- WFRF123400000¥PCNN¥N1.1¥NCB

INFANT- WFRF (Ticket Number)¥P(N Passenger Type)¥N(Name Field Number)
Eg- WFRF123400000¥PINF¥N1.1¥NCB



MANUAL CHARGING COMMAND
CK*(Card Type)(Card Number)/Expiry Dated/Total Add Collect/Airline Code
Eg- CK*VI4300000000002378/0723/USD600.66/AA


PRICING COMMANDS FOR SABRE AUTOMATED EXCHANGE (SAE)

*PNR
*T
WETR*(Ticket Line Number)

FARE RULES - Check the policy and inform the cx if it allow to make any changes or any penalty fee
FQ (Ticket Issued Date) (City Pair) (Date of Travel) - (Airline Code)¥Q (Fare Basis Code)
RD (Line Number) *M - To pull up the fare menu
RD * 16 - To pull up the penalty

*IA - To pull up the active segments
X1-2 (Remove the segment which need changes)
*IA - QUALITY CHECK


- Look for the availability of the flights
- Select the flights and class of service

PRICING TIME
*T
WFRF (Ticket Number) - It will show the price (Exchange Summary Screen 30). This includes of old price , new price and the total Add Collect)

After pricing the ticket , if cx is OK
Type (X) in the QUIT - You will receive the message - TRANSACTION TERMINATED - PNR STILL ACTIVE

*IA - QUALITY CHECK


CHARGE THE CUSTOMER
CTRL + A - To run the CC Authorization
Sabre Script Box opens - type EX_R_NEW - Click OK
Point of Sales
Select Function Box - Select CC Auth (Amount - Airline - New Form of Payment)
Authorization Code Box - Copy the Auth Code and paste it
Do you want to save the remarks - Select Yes

*A - To check the commission amount (Search for U*38 for Commission Amount)
WFRF (Ticket Number) - Price the Ticket (Update the commission amount if any)
(X) Next

*QH for queue

*PQS to see retained price

*P5H Remarks

Ticketing Instructions Screen 40
Mention (X) on Retain Box
6 (Agent Name) - To receive the field
ER - To save it
CTRL + A
Select the Function Box - Select SAE
Pause - (Update the 7 TAW)
Unpause the script and queue it
*PQS - To check the price quote summary for the passenger has been stored or not

NOTE - Send out an confirmation to the cx.

MANUAL PRICING COMMANDS
(Only use WP for Pricing)

WP - will price itinerary as booked
WPNCB - Change to the lowest class of service available and price (Will price Nice Cheap & Best)
WPNC - Price itinerary at lowest fare but no change to the class of service (Will price nice and cheap)
WPS (Segment No.) - To price the specific segments Eg - WPS3, WPS1-5
WPNCB¥PQ - Price itinerary at lowest class of service and book, along with that it stores the prices.

WPPJCB - Pricing Command for Merchant Fares

MANUAL PRICING COMMANDS

*PNR
*T
WETR*(Ticket Line Number)
FQ (Ticket Issued Date) (City Pair) (Date of Travel) - (Airline Code)¥Q (Fare Basis Code)
RD (Line Number) *M - To pull up the fare menu
RD * 16 - To pull up the penalty

*IA - To pull up the active segments
X1-3 To remove the segments
*PQ - It will show the old price quote records (copy and keep it aside)
PQD-ALL - Delete the old price quote

WP - Price the new segments (Subtract the old price - new price = difference in fare)
PQ - Store / Save the new price if the cx is okay.
Once you store the price / save the price by 6 (Agent Name) - ER

*IA - Quality Check (check if you have selected the correct segments or not)

RUN CC AUTHORIZATION SCRIPT (TO CHARGE CX)
CTRL + A - To run the CC Authorization
Sabre Script Box opens - type EX_R_NEW - Click OK
Point of Sales
Select Function Box - Select CC Auth (Amount - Airline - New Form of Payment)
Authorization Code Box - Copy the Auth Code and paste it
Do you want to save the remarks - Select Yes


RUN VOLUNTARY EXCHANGE SCRIPT
CTRL + A - To run the voluntary exchange
Select Point of Sales
Enter the cx details and total add collect - click OK
Add Remarks - Click next once done
It will show the select PCC Box -- Pause
Update the TAW line - 6 (Agent Name) - ER
Unpause the script and queue it

NOTE - After every queue do *QH to check if the ticket has been queued to the correct Queue Code.

AIRLINE SCHEDULE CHANGE (ASC)
If Cx is OK with the protection
*PNR
*T
WETR*Ticket Line Number (Check the coupon status)
*IA

S1 - TK - (TK- Protection)
S2 - HK -

If the cx is okay with the protection

X(Segment Line No.) - Remove the old segment
EWR - To accept the protection (Change the TK - HK)

6(Agent Name)
ER

*IA - Quality Check

AGENT HELP - GLOBAL AIRLINE SCHEDULE CHANGE POLICIES

RUN THE AIRLINE SCHEDULE CHANGE SCRIPT
CTRL + A
Type EX_R_NEW
Point of Sale
Function Box - Select the Airline Schedule Change
Enter the Ticket Number - Waiver Code
Click OK

Select PCC Box (Pause it)
Update the TAW Line with the correct queue code - Receive it and save it (6 Agent Name - ER)
Unpause the script and queue it to the correct PCC


AIRLINE SCHEDULE CHANGE (If the CX has accepted the the protection via email)
5H- C2A (Click to accept)
CIS - 3rd Party - Called Coner Stone

An email will be send to the cx regarding the new flight details.

AIRLINE SCHEDULE CHANGE (If the CX is not okay with the protection)
*PNR
*T
WETR*Ticket Line Number (Check the Coupon Status)

If the cx is not okay with the ASC or the protection given by Airline
*IA
X1-3 Remove the unwanted segments (Offer alternative flights as per Airline Policy)
Check the availability for the alternative flights
Sell in the segments


RUN THE AIRLINE SCHEDULE CHANGE SCRIPT CTRL + A Type EX_R_NEW Point of Sale Function Box - Select the Airline Schedule Change Enter the Ticket Number - Waiver Code Click OK Select PCC Box (Pause it) Update the TAW Line with the correct queue code - Receive it and save it (6 Agent Name - ER) Unpause the script and queue it to the correct PCCR

AIRLINE SCHEDULE CHANGE (Process Refund)
*PNR
*T
WETR*Ticket Line Number
*IA - To pull up the active segments
XIA - Remove the segments if segments are not been removed
T¤(Current Date)¥180 - Search for the next 180 days from the day of cancellation
Retention Line - 0OTH(Airline Code)GK(No. of Passengers)(departure City)180Days-Info/Retention

RUN THE REFUND SCRIPT
CTRL + A - To start the script
Open the Sabre Script Box - Type EX_R_NEW
Point of Sale
Select the function - Select the Refund
Pause the script - Copy the ticket number
Refund Box will be displayed (Update ASC, Ticket Number, Amount, Y)

Remarks Box will be displayed - Update the remarks (Once done click on next)

PCC Box will be displayed - Pause It
Update the Taw Line - 7TAW7MNA(Current Date)344/
6 (Agent Name)
ER

Unpause the break - Select the correct PCC and queue it.


How to send an email to the cx from SABRE

- EP¥(Customer's Email Address)¥ - Enter Eg- EP¥[email protected]¥
- CTRL + A - EXCH_EMAIL - Enter
- From Voyager

GHOST CARD
How to open a purged PNR?

*xxxx- (Purged PNR) - P Eg- *xxxx-TSWGJR-P
(Copy all the information in a draft to use it later)

Check if the ticket is valid or not and after that check the fare rules/Price Quote/Remarks and copy the ticket number along with the passenger information.


TO CHECK THE TICKET INFORMATION
- WETR*T (Ticket Number) Eg - WETR*T0032456789
If you are able to open the Electronic Ticket record copy the info and save it

- WTDB*T(Ticket Number) Eg- WTDB*T0032456789
Opens up the Ticket Date Base / SABRE Ticket Record - AIRLINE CONTROL)

TO CREATE A NEW PNR
- CTRL + A
- Select PNR_CR_NEW
- Click on Enter - Enter original Ticket Number and follow the script
- Once all the information has been entered the new PNR will be generated
- *A - will show you the PNR Elements (Check the last time for new PNR)
- Add the new flight info, compare the old and new price quote, any difference in the fare charge the cx.
- Update the secure flight passenger data
- SSR (If CX has any request)
- Queue it to the right department


CAR

PAY NOW MERCHANT
- Expedia will be collecting the amount
- 6 hours before the pick up time if the cx wants to cancel the booking, cx is eligible to get full refund.
- If it is within the 6 hours of the pick up time, Agent has to follow the normal policy.
- Post pick up time, reservation in Non Refundable

PAY NOW AGENCY
- Car Vendor will collect the payment at the time of booking the reservation.
- Impose the policy to the cx until and unless it is Extenuating Circumstances.
- Non-Refundable and changes not permitted.
- In case of Extenuating circumstances , if you are calling the vendor
If vendor approves for refund - Get the total refund amount and confirmation email has to be shared from the vendor. Ask for the refund timeline, name of the person you spoke with and the location.
If vendor denied for refund - Impose the penalty

PAY LATER AGENCY
- Vendor will be collecting the payment at the time of pick up.
- During the booking cx might have to provide card info to confirm the reservation, mostly its not required (Depends on Vendor & Location)
- No cancellation fee in case of cancellation before pick up.
- In case if the cx has not picked up the car and has already provided the card info, cx will be charged for no show fee, and for any refund cx has to directly contact the vendor. (No SR or Outbound Calls)
- Offer cancel and rebook

SPLIT PAYMENT
- Base price are collected by Expedia and taxes by Vendor.
- Non - Refundable and changes not allowed.
- In case of Extenuating circumstances (as as one time make an outbound call) -
If vendor approves for refund - know the total tax which they will refund, confirmation email has to be shared from the vendor, ask for the refund timeline, name of the person you spoke with and the location. Refund the remaining base price from our end by raising an refund SR and advise the cx within 72 hours cx will be getting an update.
If vendor denied for refund Impose the penalty
- In case of any Agent Error / Site Error / Content Error - Raise SR and if the amount is below 500 USD raise (Refund and Credit SR). If it is above 500 USD raise to Pre Auth SR.

THINGS TO DO (ACTIVITY)


INVENTORY TYPES -
A - DIRECT SUPPLIERS
- Expedia works directly with the activity provider
- Booking done on BSA, Cancel on Voyager, only if the customer is unable to use the self service option.
- On the itinerary, same itinerary will be mentioned as reference number
- Non-Refundable and changes not permitted, offer cancel and rebook

B - SPECIAL AGREEMENT
- No outbound call
- In case of cancel & refund or due to Extenuating Circumstances need to send out an email to offline team - [email protected]

For the Email Template check Agent Help on "CANCEL OR CHANGE AND ACTIVITY (THINGS TO DO)"

- Non Refundable, changes not permitted. Bookings are non - transferable
- Refer the Agent Help for other informations under Special Agreement

C - THIRD PARTY
- Expedia works directly with the third party company and they will connect with the activity provider.
- Cancel the reservation on BSA, if the cancel button is not available on Voyager.
- Almost same as Direct Suppliers
- Third party activity has a different supplier reference number on Voyager.

NOTE - Third Party supplier bookings will have a supplier reference number listed with the following codes - BR - VIATOR / GYG - GET YOUR GUIDE


PRE - TRAVEL
- Activity has not started and if the policy allows for cancel and refund click on cancel, Refund will be initiated back to the original form of payment.
- In case if the cancel button is not available raise a SR on refund and credit below 500 USD, above 500 USD raise SR to Credit Card Pre - Auth Removal.

IN - TRAVEL / POST TRAVEL
- Follow the normal policy, non - refundable, changes not permitted
- 1 attempt to make an outbound call. If approved raise a SR on refund and credit below 500USD. Above 500USD raise SR to Credit Card pre auth removal. If it is denied inform the cx.