Notes

Training #2: https://notes.io/whdAS
Training #3
OBJECTIVES:
A. Create PNR using Smart Flow PN-CR smoothly for training purposes (exchange, void, cancellation,)
B. Know how to display Fare elements and Interpret Fare elements in a PNR
C. Display the e-ticket and interpret its components to resolve customer’s request
D. Understand different Airfare types and apply an individual airfare type’s policy to a traveler scenario.
E. Identify the form of payment accepted for flight booking transactions (Merchant; Published)
F. Add Special service request (SSR), Other service information (OSI), Remark to a PNR
G. Get familiar with Ticketing and Queue
H. Improve Call handling skill via Role play activity with requests related to SSR, OSI (Other Service Information)

A. Course:
I. Determine transactions for which a new PNR needs to be created.
Three primary reasons when an agent will be using the PNR Creation Smart Flow.
UDIDs ( Universal Document Identifiers ): EMAIL ADDRESS, ITINERARY, LANGUAGE ID...
Retrieved the purge PNR
*RPP/RLC-PNR
II. Apply the steps for using the PNR Creation Smart Flow.
1.AN to check availability
*AN23DECMIAJFK/AAA/T12
2.SS to sell segment/select seats
*ss1(pax)J(type of seat)1(line number) | SS1B1
3.Run smart flow: PN-CR --> PNR created
*rt2A5NB8
4.Add Secure flight data:
*SRDOCS AA HK1-----23DEC03-F--NGUYEN-HANA/P1
5.Add Form of payment:
*FPCASH
6.Price PNR (manually)
FXB/K --> to price lowest available cost in same cabin
FXP to price on same COS
*FXP
If you use FXP to price the PNR and it displays a list of price, you can double click at the line number to choose the one you want, or use command FQQ (line number)
.g. FQQ1 / FQQ2
*FQQ1
*rfhana;er
rESTRICTION: LIMITATION ON POLICIES, INCLUSIONS makes the price higherv
Cabin type:
Economy: Y B H K M (booking ckass - the letter on the cabin)

B. Know how to display Fare elements and Interpret Fare elements in a PNR
1. Interpret fare elements in a PNR.
*RTF - Retrieve Fare
IATA number – There are specific IATA numbers for merchant fares.
Form of Payment (FP) – The form of payment for merchant fares are check or cash.
Tour Codes (FT) – Some have tour codes in the FT element when required by the fare. This is added at the time of booking.
Base Fare – The base fare may show as IT (Inclusive Tour) or BT (Bulk Ticket) instead of the actual amount.
Fare calculation line – Sometimes there is no breakdown of the base fare in the fare calculation line.
Display the e-ticket and interpret its components.
Interpret the fare calculation line.
Segment Status: HK
Coupons ST: O A
Validity (the ticket can be used or not): NVB NVA
NO (no baggage) PC (check bag)
116172 iata number
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Course Airfare types
1.Identify the airfare types offered by our company.
2.Interpret the policies for the individual airfare types.
3.Apply an individual airfare type’s policy to a traveler scenario.
Restrictive fares
LLC: It looks like your flight is with [airline]. Low-cost airlines, like [airline], like to handle their own changes and cancellations, so you’ll need to contact them directly for this request. Would you like me to email you their contact information? I’ll also include a link to their support page for more information on things like baggage, seats, and more.
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F. Add Special service request (SSR), Other service information (OSI), Remark to a PNR
- SSR (Special service request):
Meals
Wheelchairs
Disabled passenger / assistance needed
Seat assignment
Form of Identification (FOID)
Secure Flight Passenger Data (SFPD)
Known Traveler/ redress numbers
Add a Frequent Flyer number to a PNR
Paid bag rejects
+ OSI (Other service information): airlines personnel of special information to assist in passenger handling.
+ TSA
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How to add SSR, OSI, TSA in the booking for customers?
Special service request (SSR)
- Frequent flyer number (FFN)
- Form of ID (FOID) / Secure flight passenger data (SFPD)
- Seat requests
- Baggages
Other service info (OSI)
1. Flight | GDS | Special Service Requests (SSR) commands—Global
2. ECOM Amadeus - SSR, OSI, Secure Docs, Frequent Flyer, Seats
3. Flight | Change | SSR—Frequent flyer number—Global
4. Flight | Change | SSR—Special baggage requests—Global
5. Flight | Book | Request special assistance—Global
Agents use these article when Cux have special request (meal, wheelchair, seat, add documents,...)
Note: SSR is not guaranted, always advise Cux to contact AL for confirmation (3 days before check-in)
For seat requests, we have 2 possible options:
- We can select seats for Cux from Amadeus/ Fraelogix but it is not guaranted, Cux need to contact AL for guarantee
- Direct Cux to the AL, send web link and guide Cux in details // or advise Cux to call AL (give phone number).
(When cux choose seats from AL website, they don't need to call AL to guarantee the request)
Transportation Security Administration (TSA)
1. Flight | TSA Secure Flight information—Global
2. Flight | Book | Add TSA Secure Flight info to all flight bookings—Global
3. Flight | Cancel | Flight canceled due to missing TSA Secure Flight info—Global - Agents use these articles when Cux requests to ask TSA info / TSA need to be added manually from our system (Amadeus/Farelogix)
- Agents can also add the TSA from the Airline website (access the booking of the passenger and add)
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Is that the correct flight to add a meal?
subject to the availability -> this is not guarantee -> contact the airline (three days in advance the departure day)
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I already sent your request to the airline, but this will be subject to the availability. I can suggest you contact to the airline (Agent provides the phone number and the timeframe cus should take in advance)
Complaint
I understand your frustration. We always advocate for flexibility for our travelers, but airlines often have strict rules and restrictions around their bookings that we're bound to as well, which are shared when you purchase a flight.
FTC-Airline controls ticket
While I was processing the change, the ticket appeared to be under the airline's control, so I couldn't finalize it. Let me contact the airline to try and finish the process, this may take about [AMOUNT OF TIME]. Thanks for your patience!
FTC-Cancel with credit — With travel-by date
Good news! Your reservation allows us to cancel for a full credit. You can use this credit for a future flight with [AIRLINE] with the same passengers and country of origin by [TRAVEL BY DATE]. When you're ready to use your flight credit, [AIRLINE] will charge a [AMOUNT] change fee and any fare difference per ticket. I'll email you the full terms and conditions at [EMAIL ADDRESS] . Contact us with your itinerary number when you're ready to use it. Please note that once we cancel, this is final and can't be reversed. Should I cancel?
FTC-Cancel with credit — With book-by and travel-by date
Good news! Your reservation allows us to cancel for a full credit. You can use this credit for a future flight with [AIRLINE] with the same passengers and country of origin. When you're ready to use your flight credit, [AIRLINE] will charge a [AMOUNT] change fee and any fare difference per ticket. You will need to book your trip by [BOOK BY DATE] and complete your travel by [TRAVEL BY DATE]. I'll email you the full terms and conditions at [EMAIL ADDRESS]. Contact us with your itinerary number when you're ready to use it. Please note that once we cancel, this is final and can't be reversed. Would you like me to go ahead?

FTC

Cancel with Flight Credit

Unfortunately, your tickets are nonrefundable. However, [AIRLINE] can offer you a future travel credit of [AMOUNT] with no rebooking fee. [AMEND THE FOLLOWING DETAILS BY AIRLINE POLICY].
Your new flight would need to be with [AIRLINE], with the same passenger(s) and country of origin. If you choose to cancel and receive this credit, you would need to use it by [DATE]. Would you like to go ahead and cancel?

FTC

Objections to Credit instead of refund:

I'm sorry, I know this is frustrating. Unfortunately, as this was a nonrefundable ticket, the airline only allows for a future travel credit.

FTC

Redemption

Good news! The change fees will be waived by the airline, and you would only need to pay any fare difference if that applies.

FTC

Tailoring / solution selling

If you cancel, you would receive a future travel credit with [AIRLINE] of [AMOUNT], the value of your ticket. Keep in mind, prices on future flights will vary, but any change fees would be waived.

There's a [AMOUNT] change fee and [AMOUNT] fare difference per passenger, so you'll be charged a total of [TOTAL EXCHANGE COST] today. Would you like to go ahead?

FTC

Price difference on another site

It sounds like the price you're seeing is less expensive because it's a basic economy ticket with more restrictions. To use your travel credit, we need to book with the same type of fare and flexibility as your original ticket.

FTC

Objections to Credit instead of refund

I'm sorry, I know this is frustrating. Unfortunately, as this was a nonrefundable ticket, the airline only allows for a future travel credit.

FTC

Redemption

Good news! The change fees will be waived by the airline, and you would only need to pay any fare difference if that applies.

LCC

Educate

Once you have changed your booking with [LCC NAME], our reservation system will no longer be in sync with theirs. That means you might receive updates from us with your old flight information. Please disregard the flight portion of future trip updates from us and refer to your confirmation from [LCC NAME]. We're sorry about this technical limitation between our systems.

LCC

Service Booking / Post Purchase

Thanks for reaching out. Let me put you in touch with [LCC NAME]. Unlike other airlines, [LCC NAME] handles all customer service requests directly after purchase. Please contact [AIRLINE NAME] at [CONTACT NUMBER] and provide them with confirmation [CONFIRMATION NUMBER] and they will get you taken care of. I'm sorry that I can't help you directly.

Recap

Validating details (Agenda)

This is for your trip to [DESTINATION] on [TRAVEL START DATE], correct?

Refund

Agency/Published — GDS Off

Happy to provide an update. Currently, your refund is still in review with [AIRLINE]. We requested your refund from [AIRLINE] on [DATE].
Due to disruptions from the pandemic, many airlines are taking longer to process refunds. While most are processed within 8 weeks of the refund request, we realize this is a long wait and know this is frustrating.
For many flights including this one, the airline charges you for your ticket and is responsible for refunding you directly. You can learn more about why airlines are experiencing delays and some background around this process here.

Refund

Agency/Published — GDS On

Great! Please note that once we cancel, this will be final and can't be reversed. You should receive [AMOUNT] back to the original form of payment within [ADD REFUND TIMELINE – // All POSa Outside MX – 7–10 business days / MX – 30 business days]. Would you like to go ahead?

We've requested your refund of [AMOUNT] from [AIRLINE] and cancelled your booking. Again, you should receive [AMOUNT] back to the original form of payment within [ADD REFUND TIMELINE – // All POSa Outside MX – 7–10 business days / MX – 30 business days].

Refund

Agency/Published/LCC

You may have seen from your original booking, [AIRLINE] charged you for your ticket, and is responsible for refunding you directly.

Refund

Merchant/EG MOR

Great! Please note that once we cancel, this will be final and can't be reversed. You will receive [AMOUNT] back to the original form of payment within [ADD REFUND TIMELINE – // All POSa Outside MX – 7–10 business days / MX – 30 business days]. Would you like to go ahead?

Refund

Delayed

I'm sorry that you haven't heard back from [AIRLINE]. Unfortunately, airlines are working through more refund requests than normal, which is driving delays. We're actively pushing airlines like [AIRLINE] to complete their refund reviews. For all refund requests that go beyond an eight week wait, our team of Airline Account Managers are advocating for our travelers and pressuring the airlines to take action.

Refund

Rebuttal for refund delay

We are continuing to push for resolution with [AIRLINE]. Our team of Airline Account Managers are actively advocating for our travelers still waiting for their refunds, pushing airlines to take action and follow through on their commitments.

Due to disruptions from the pandemic, many airlines are taking longer to process refunds. We realize this is a long wait and know this is frustrating.

Refund

Tailoring / Solution selling

According to [AIRLINE], your ticket is refundable with a [AMOUNT] cancellation fee per passenger. Would you like to go ahead?

Seat selection
Seat selection request before check-in or if GDS option is turned off

I've confirmed your ticket includes free seat selection in advance, as long as the seat map allows it. If you want to find other seat selection options, we recommend you contact the airline.
Seat selection Change seat request AFTER check-in I've confirmed that your ticket includes free seat selection in advance. You can also check other seat selection options at the airline's counter.
Seat selection BEF seat selection request, paid seats are not available It looks like you booked one of [Airline name] low-priced fares, where you aren't able to select a seat in advance. If you don’t see any seat info in your itinerary, it’s because your airline assigns seats closer to check-in time, or even at the gate.
Seat selection BEF seat selection request, paid seats available It looks like you booked one of our low-priced fares, where you aren't able to select a seat in advance. If you don’t find any seat info in your itinerary, it’s because the airline assigns seats closer to check-in time or even at the gate. You might be able to select a seat for a fee if you got to [airline]'s website and use your 6-digit confirmation code or the ticket number in your itinerary.
Seat selection Accompanied traveler You can select seats together for free as long as there is availability. The best way to pre-select the seat next to each other is to pay for them. You can usually select a seat for a fee on the airline's website. Enter your confirmation code <airline conf. code> to see availability and prices.
Seat selection Traveler with disabilities with BEF; or if GDS option is truned off; or if there's no suitable options available Most airlines reserve certain seats for travelers who require special assistance. To reserve a disability seat, please contact the airline directly.
Seat selection Low-cost carrier seat selection request [LCC NAME] handles all customer service requests themselves after purchase, including seat selection. Please contact [AIRLINE NAME] directly at [CONTACT NUMBER] and provide them with confirmation [CONFIRMATION NUMBER] and they will get you taken care of.