Notes

-----------------------
EXPEDIA US WE DO TOTAL – TOTAL (NEELOFAR)
WHY DO WE SELECT THE LOWEST FARE
AMERICAN AIRLINE = WHY DO WE DO TOTAL – TOTAL
DO WE DO THIS IN International or domestic
WE DO THIS FOR BOTH TOLD BY THE SUPPORT PERSON
Abhimanyu CALLED YASH TO PROVE
What is RBD
What is CHRONOLOGY
AGR SADAD HOTA TO GAND MAAR LETA TERI
18 sep 8:30am K thrown the id
==================================

Airport codes = https://www.ccra.com/airport-codes/
============================================================================

(CHANGES MANUALLY)
= Pull out the PNR = RT+PNR no
= Check the fare rules (if allowed)
Check availability = AN+date+city pair/A+airline
Select the seat = SS+passenger+class+line number
FXF – automatic pricing = save – FXQ
Price check manually – FXX (FXB) = save – FXP, (FXR) = to pull out the best available rates
Check the ticket price = TQT
Then - your smart flow - EX_R
RM+REMARKS
Save changes = RF+agent name – ER – ER – IR
Send email = IEP-EML-MAIL ID

(EXCHANGE/VOID/REFUND WITH EVR)

Check the availability – add the new segment - Delete old segment (EXCHANGE)
(check if not bargain fare)
Check if voidable - TRF+tkt no with – after 3 digits (void)
Run EVR
Remark
Your smart flow – EVR quick queue

=========================================================================

(SPLIT)
Add the segments
RF+ER+ER+IR
Split = SP+traveler number

Save = RF+agent name – EF(EF, EF…) - RF+agent name – ER - ER – IR

jump between PNR = RTAXR

open the PNR where the change = RT+line number

Pull out the ticket = RTTN (copy the ticket number)

display the ticket = TWD/L+line number

check the refund status = TRF+ticket no (put – after 1st 3 digits of TKT no)
--------------------------------
cancel the PNR = TRDC/ALL

pull out the PNR = RT

delete air segment/line = XE+line number(2,3,4), (1-5) – delete line

remarks = RM+remark

Save = RF+agent name – ER - ER – IR

==========================================================================

(VOID MANUALLY)
void = TRDC/ALL
delete ticket line = XE+line number
save changes = RF(agent name)-ER-ER-IR
check the status if it is changed in V or not = RT+PNR – RTTN – TWD/L+line number
put the remarks = RM+remark
save = RF(name) ER-ER-IR
(if there is any insurance we need to cancel from the voyager & customer will get the refund from the voyager)

===========================================================================

(partial EXCHANGE MANUALLY)
(We will assume if customer had booked the flight with the new dates on the date of issuance)
(Use past dated command after validating)

Pull out the ticket = RTTN

Open the ticket = TWD/L+line no.

Copy all the fare basis codes you want to make the change in = F1N0R9S0

pull up the fare rules = FQD+city pair/R,UP,date of issuance+year/D+travel date+year/A+air line/C+class of service
(again if there is more fare basis codes, to check rules of both)

(Control+F = find the fare basis code line number)

Open the penalty = FQN+line number*PE
Move down = MD
(check the rules)

(If everything is ok and changes are allowed, use past dated command to check the new rates)
(use – with stop over = where customer stays more then 24 hours or coming back from)

past dated command = FQP+origin city/A+airline/C+class of service/D+TRAVEL DATE+year+(city of stopover) - /city destination +C+class of service/D+date of new departure+year/A+airline/R,UP,date of issuance+year
(if there are more stopover and traveling, we would continue adding details in the command)

NOW WE GET NEW FARE BASIS CODE

Open the fare basis code = FQQ+FARE BASIS CODE LINE NUMBER
Now we have new fare with taxes

Now subtract old fare with the new fare and old taxes with the new taxes () = fare difference + airline fee + travel agency fee = price to quote to the customer

==============================================================================

(INVOLUNTARY / SCHEDULE CHANGE MANUALLY)
ITNR/PNR = RT+PNR number
email/phone number (last 4 digits of the card number)
recap
put the customer on hold and follow the further steps
open the history = RHA/RHI
(let the customer know about the changes (TWICE)

If they accept = ERK : to accept and change ticket status from TK to HK

(if not- will give them a new flight or refund)

Check if everything is ok = DMI (ITINERARY OK) – DONE
FXI -
---------------------------------------
(IF THERE IS A CONNECTING FLIGHT AND THE 2ND FLIGHT IS MISSING BECAUSE OF THE SCHEDULE CHANGE, WILL PROVIDE A NEW FLIGHT)
Pull out the PNR = RT+PNR no
Check availability = AN+date+city pair/A+airline/(K/C)+class
Select the seat = SS+passenger+class+line number
Price check = FXF, Save = FXQ
Check the ticket price = TQT
Then - your smart flow - ex_r (enter the waiver code)
Check if everything is ok = DMI (itinerary ok)
Save changes = RF+agent name – ER – ER – IR
Send email = IEP-EML-MAIL ID

(NAME CORRECTION)
ITNR/PNR = RT+PNR number
email/phone number (last 4 digits of the card number)
recap
put the customer on hold and follow the further steps
= if it is within 24 hours from the booking Void it.
= within 72 hours of departure (worm transfer to name correction team from soft phone - Tos tos name change)
= before 72 hours of departure (form fill up) = expedia.com - support – type name correction (search) – (Control+F) name correction form - fill the form.
Or
Search on google – “expedia name correction” and share the form link through the email
= if the cx has already filled out the name correction form but hasn’t received any update on the correction, then also warm transfer
(NAME CHANGE)
Westjet and JetBlue only changes the name

==============================================================================

PURGED PNR
RPP/RLC-PNR NO.
TWD/TKT+tkt no. (-)
READ Covid policy
Add the segments
PNR creation script = PN_CR
add tkt – FHE+TKT NO/P2 (IF THERE ARE MORE TRAVELER)
RUN = EVR
(IF EVR DOES NOT WORK)
FXX
FXP
CALCULATE THE AMOUNT and change use EX_R , (FOR EXPEDIA US = TOTAL TO TOTAL)
RF, ER , ER IR

==================================================================================

(SPECIAL REQUEST)
SR+SSR CODE/PESSENGER NUMBER
SRDOCO[Airline code]HK1-K-[KTN)/P(PNR name number] – add KTN number
FF+Airline code+Frequent Flyer number (-passenger number) – add frequent flyer number

=============================================================================

(Void with virtual agent )

= Choose – cancel booking
= share the refund/credit info with the customer
= share the terms and conditions
= click on yes, cancel
= share the email confirmation and refund timeline with the customer (if due)
= only flights can be cancelled in voyager next for other things go to voyager classic

=========================================================

(CLASS UPGRADE)
SB+class - to change the class
FXF – MD – MD… = to check the class
EVR
RM + REMARKS
RF – ER – ER – IR = TO SAVE

====================================================

(TO PULL OUT THE PNR IF AGENT CANNOT FIND IT)
If the previous agent created a new PNR and did not mention it in the remarks notes. if a customer comes and wants to change the booking so to find the PNR : airline, flight number, travel date, last name and 1st name, timing
(RT+AIRLINE CODE+FLIGHT NUMBER/DATE OF TRAVEL-LAST NAME/FIRST NAME)
EXAMPLE: RTB6216/03OCT21-BHATIA/YASH

============================================================================

(GHOST SEGMENT)
SS+airline code+flight number+class+date+city pair+GK+total passenger count/PNR number or any fake PNR number

============================================================================
(airline schedule change)
EVEN EXCHANGE
Delete the segment
Pick new one
RF-ER-ER-IR
FXI to price / EX_R (apply the waiver)
(take the waiver from the airline policy)

==========

(TICKET READING)
TKT: ticket number
LOC: PNR
OD(original destination): [city pair]
POI(point of issuance)
IOI: AITA NUMBER
DOI: Date of issuance
Airline code: first 2 digits before the flight number
Flight number: remaining digits F
Fare basis code: written right before status of the ticket
Connecting flight- X
Origin – O
Airline Code - First 2 always airline code
Airplane Code- Last 3 code
ST – Status
FE- Flight basic Policy
FP- Form of payment

===========================================================================

(Article numbers)
25419: IATA
40288: NDC Direct
23449: orbit rewards
10485: to change the tkt status from C (check-in) to open
40432: global exchanged EVR script
13982: GDS refund process
29331: global airline schedule change
40084: name correction links
22512: GDS commands and formats (special request)
10485: change the coupon status
10483: purged PNR
38283: Coronavirus(COVID-19)- Global flight policy
39704: Airline credit redemption
38536: Handle concerns with future travel credits (FTC)
1916: Change a lodging booking
38305: Coronavirus (COVID-19) coupons
1010: Book a Hotel
29717: Cancel a lodging booking
40402: How and when to use a service request
40032: Service request callback process for supervisors
12004: Request to waive the hotel penalty in case of error
36260: What are Expedia Rewards
40022: Expedia Rewards Trip Elements
25071: Expedia Rewards by country
36267: Missing rewards or wrong point balance
36266: Earn and redeem Expedia Rewards points
36268: Service for itineraries paid for with rewards points
6357: About VIP Access
36398: Expedia Rewards: Point adjustment reason codes
7228: Research Expedia Rewards issues
38488: Send emails in Voyager Next
21118: Relocate a hotel collect reservation
4389: Resend Hotel Notification
9677: Hotel Inventory types
13463: Group Sales
31576: Global TPID Language ID List
29615: GPS brands TPIDs/EAPIDs
310: Relocation procedure
1023: Cancel or change a car
29315 Car rental glossary
30461: Change or cancel a booking due to guest contact request
36432 When the rental car is not available
850: Car rental companies contact information
13038: Car rental contact details
11073: European Union regulations to protect travelers with package bookings
32359: EU Package Travel Directive: Package vs Linked Travel Arrangements
10470: Air Travel Organizers License
1075: Definitions of airline terms
1003: Book a flight
36271: Cancel a flight
36084: Void a flight
16406: Explain flight baggage costs
26454: When to contact the airline
17335: Airline schedule change
28500: Choose a reason code for flight refunds
3482: Expedia website credit card error codes
29451: When to contact the airline for waiver code
40009: Add a waiver code to PNRs in GDS
3254: Airline baggage policies
23045: Flight schedule change in the GDS
7824: Flight segment and coupon status codes
22512: GDS commands and formats
10460: Flight refund queues
36005: Resolve an airline schedule change
16901: Airline policies for death, medical or military
351: air fare type
26765: AIRLINE DETAILS

=====================================================================================================

(STATUS)
ARNK: multi destination flight
A: airport control on status
ADT: Adult
AS: added segment
C: check-in
CHD: Child
CS: change segment
DT: document
E: Exchanged
ET: electronic ticket
F: Flown (outbound flight)
FL:
HK: holding confirmed/confirmed
HX: Holding cancelled
HL: Holding wait-listed
INF: Infant
L: lifted
LK: looking to confirm
N: no show
NO: Non-operational
O: Open
OS: original segment
R: refunded
S: Suspended, no show
ST: status
TK: to be confirmed
UC: unconfirmed
UN: Unconfirmed/cancelled (Airlines cancelled the flight due to schedule change)
V: Voided
XS: cancelled segment

============================================================================

(GDS COMMANDS)
AP+phone number – add phone number
DC+country – country decode (do country)
DAC+state code – airport decode (do a code)
DNA+airline code – decode airline (do encode airline)
DAN+city code – to know city name (do a name)
DD+airport code - to know the local time
EXR – to change involuntary
ERK – to save the reprotection offered by the airlines (UN – cancelled, TK- to be confirmed) (ERK to change the TK status to HK)
EWD/L+line number – open the document ticket
FM+commission - add commission
FV+airline coce – add validating carrier/airline
FHE or FHA+ticket number/passenger no – add old ticket number in the PNR
FXQ: save merchant pricing
FXQ/R,U= Example
FQD+city pair/r,up,doi/d+date of dep/a+airline code/c+class of service = to open the fare rules
FQC+currency/currency – to convert the currency
FQN+line number of the fare basis code: to open up the fare rules
FXF/S3 = S3 segment pricing for line number 3
FXI - to update/shift with the same price
FXX: manual price for selected class of service
FXQ/S+segment number/P+passenger number
FXO/K - check best available fare in the same cabin
FXP: to store the manual class of service
FXR: to get best/lowest available price
FXF: automatic pricing for the selected class of service
FXE: to get the best available price in automatic command(check class of service as Amadeus might change the class in automatic pricing)
FXO: to save FXE
FXO/K – check the lowest fare with same cabin
FXA,FXB: when your FXF and FXE does not work, we use this
FXF/R,U= automatic pricing for selected class of service (merchant fares)
FXF/s3: segment pricing for line 3
FXF/INF: pricing for infant on the ticket
FXP/TKT001-000000000000/p1/ss3,4/r,u - ?
FXF/PAX = to get the pricing for all
FXP/INF/line number/TICKET number = IN CASE TICKET FOR INFANT
GGAMAUSCALL+airline code = pull out the airline number
HE+TOPIC – to get help for the commands
HENAME – check commands for adding type of names
IEP-EML-(EMAIL) – send the email
IG – ignore
IR – ignore and save
MD – move/scroll down
MU – move up
MB – move bottom
MT – move top
MN – move next
MP – move previous
Left ALT+UP/DOWN – to find the commands
QXP/ALL – remove from queue
RL – airline confirmation number
RT – retrieve (pull up) the PNR
RTG – check the date of birth
RF(your name) enter ER enter ER enter IR: To save
RTF – to check the form of payment used on the booking
RTR – retrieve remarks
RTTN – to pull up the tickets
RTA – air segments on the PNR
RTN – names on the booking
RL – record locator (air line confirmation)
RHA, RHI or RHFA – check the history of air segments
RHG – to check the personal details, billing address, special request
RF+agent name – ER – ER - IR – to save the changes
RPP/RLC(-)PNR number - OPEN THE PURGED/expired PNR (read only)
RPP/RHA – OPEN PURGED PNP HISTORY
RTOA/1A-(PNR) = stop the office to get jumped automatically
SB- change the class
SM – seat map
TRF+ticket no (put – after 1st 3 digits of ticket no) = check the refund and ticket status
TQT – to check the stored price
TWD/TKT123-34567890: to open up an expired ticket
TWD(PNR): Ticket with display
TWD/L – ticket with display/line no. – just to pull out the line number
TWD/TAX – to check the taxes
TST: Transitional stored ticket
TRDC – To void a booking
TTH - find the deleted TST (prices)
TTE/ALL - Delete the existing TST
UAA0OKEN: Command to open air ticket policy
XE+line number(2,3,4), (1-5) – delete line
Left ALT+ Up/down key: to recall
================================================================================================
18002436822 – BA number
https://www.expedia.com/customersupport/name-form - name correction form
Expedia Canada = 8004691793, 8883973342, +1 613-780-1386 (outside Canada or US) 8883971142
18552611629 = T3
Inside India: 1860-500-2121
Outside India: +91 (0)124-487-3888
Decc+card type+card number/exp date/usd amount/airline code – to charge by amadeus
FXF/tkt+no/S+segment numbers/traveler number = to check the penalty if we can not open the fare rule and running EVR manually
RTG – to check SSR
RTR – to pull out the remarks
RTQ – to check in the queue
QXP/ALL – remove from queue
GGAMAUSCALL+airline code = pull out the airline number
Bargain fare = we don’t void (for gold or silver members we can void once)
Merchant fare = we have to validate (after validate refund from the voyager)
Published fare = customer money hold up and release in 72 hours
American airline email = [email protected]
DELTA EMAIL = [email protected]
aeromexico = refund email = [email protected]
Master card = ca
American express = ax
Visa = vi
Splender = sp
IEP-EML-(email address)
=========================
ATC COMMANDS = FXF, SAVE = FXQ
Price check manual = FXX, FXR, FXA
For basic economy only (can downgrade the class) = Fxe – fxo
fxb – manual
To pickup the rates = FQQ+line number
To save the rates = FXP
Check the stored price = TQT
Save changes = RF+agent name – ER – ER – IR

NOTES
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Locker
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Lastminute Australia EN/US
-----------------------------------
10
40+
08:00pm – 08:10pm system unavailable
12:15am – 12:30am seat changing from training bay to production bay
3:33am – 3:43am meeting with kuneet about a call handling






















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