Notes

3. When an airline makes a major schedule change to the traveler's flight, the booking falls into a queue that is managed by Expedia's dedicated schedule change team.

When the schedule change team agent contacts the traveler, that agent helps by rebooking or refunding the traveler based on the airline's alternate flight options or policies.
If the schedule change team agent cannot reach a traveler, the agent leaves a voicemail (if possible).
UK agents: The traveler is told to call the schedule change team back.
NL agents: The traveler is told to call Customer Service.

4. Minor schedule changes:
can be accepted without contacting the traveler
do not involve ticket re-issue
Major schedule changes:
require additional work or traveler approval

5.change to co-terminal
Example: LHR changed to LGW
Auto accepts function: For some airlines:

6.We accept the schedule change (ASC) using Cornerstone (CIS) on behalf of the traveler.
This is known as an "auto-accept."
Also, in some cases the CAT back-office agent will also auto-accept ASCs from any of the mentioned airlines.
If automation or the CAT accepts the change for the traveler , they're still entitled to make a 1-time change.

7.Auto-accept can only work with Minor change, not Major change --> False

8.When reviewing the PNR history, you see the remark: “CIS/ACCEPTEMAIL/CABINUPGRADE DDMMMYY hh:mm” what does that mean? auto accept for cabin upgrade
When reviewing the PNR history, you see the remark: “CIS/ACCEPTEMAIL/TIMECHANGE DDMMMYY hh:mm” what does that mean? auto accept for time change
When reviewing the PNR history, you see the remark: “AR/RMH CIS/ACCEPT NO EMAIL/TIME CHANGE//09NOV23 14.47” what does that mean?” what does that mean? auto accept without informing cux

9.When reviewing the PNR history, you see the remark: “When reviewing the PNR history, you see the remark: “CIS/IGNORE/C2A2NDEMAILSENTAFTER72HRS DDMMMYY hh:mm” what does that mean?” what does that mean?
CIS sent 2nd C2A email after 72 hrs ddmmmyy hh:mm

When reviewing the PNR history, you see the remark: “When reviewing the PNR history, you see the remark: “CIS/QUE REMOVE NO EMAIL/C2A PAST AGED DATE/DDMMMYY HH:MM” what does that mean?” what does that mean?
The customer has not responded to the C2A email after the holding window, CIS has queue removed the record.
When reviewing the PNR history, you see the remark: “When reviewing the PNR history, you see the remark: “CIS/QUEUEREMOVENOEMAIL/ALLSEGMENTSHK DDMMMYY hh:mm” what does that mean?” what does that mean?
CIS
When reviewing the PNR history, you see the remark: “When reviewing the PNR history, you see the remark: “CIS/QUEUEREMOVE/C2ANOSCHEDULECHANGE DDMMMYY hh:mm” what does that mean?” what does that mean?
CIS
When reviewing the PNR history, you see the remark: “When reviewing the PNR history, you see the remark: “AR/RM date/INVOL CHANGE COMPLETED SENT TO RE-ISSUE AR/RM INTERNAL ASC/TICKET {TICKET NUMBER} RE-ISSUED” what does that mean?” what does that mean?


living the dangerous life
im trynna get up
they're knocking me down
when I need to be saved your making me strong youre making me strand
earth quake powerful
you can touch me cuz im
you can't stop me tonight
you make me feel invincible
INVINCIBLE
YOU MAKE ME FEEL INVINCIBLE
YOU MAKE ME
LIKE A ROLLER
YOU CANT STOP ME TONIGHT

YOU MAKE INVINCIBLE



Practice with Training PNR (round trip / 3 adult)
Add 1 meal
Add 1 wheelchair
Change the email address and phone number
Add FFN
Choose seats for passengerPlease excuse me for 3 minutes, ill be right back, thank you!
Split the PNR
Exchange the PNR
Void a PNR
Cancel a PNR as per fare rule or FTC


Meeting ID: 217 778 842 676
Passcode: RE3XVq

trncs00226
seaex3903
amadeus1 - Amadeus@123

CAR0055048
SEAEX30N2

NOTE: If ONE SCRIPT fails, you can use the following commands to pull up the full fare rules:
If published fare:

FQD[City pair]/D[Departure date]/A[AL code]/C[COS]/R,[DOI]/IL
FQN[Fare basis code line number]*PE
If merchant fare:

FQD[City pair]/D[Departure date]/A[AL code]/C[COS]/R,U,[DOI]/IL or:
FQD[City pair]/A[AL code]/R,U,-IT/D[Departure date]/C[COS]

FQN[Fare basis code line number]*PE

CHECK FARE RULES - DELETE TST - PRICE THE NEW ITINERARY USING INFORMATIVE PRICE (FQP) ~(AIRPLAN ICON)

Quote the exchange cost to the traveler.

Fare basis code
Ticket designator, if any (Code added at the end of the fare basis code)
NVB, NVA: If the fields are missing, use the same date as the flight.
Baggage allowance
Fare calculation line
Base fare
Tax breakdown: Select the Taxes link to see all taxes

Does the traveler agree to the exchange?
If Yes: Continue to the next step.
If No:
Ignore all changes and redisplay the PNR: IR
Delete the newly added flight segments.
Save the changes and document.
Document the interaction in Voyager.

If Yes and Published airfare:
MX POS: Generate a credit card authorization code and update the FOP field. Refer to the knowledge base for more information.
All other POS:
Authorize the customer’s credit card and make note of the auth code.
DECC[CC type][CC number]/[Exp date]/[Currency][Total add collect amount]/[Validating carrier AL]
Example: DECCVI4444330322221117/0224/ USD1090.00/LO
Important:
Generate the cc auth in the same screen as the opened PNR.
If there are multiple passengers, generate the authorization for all.
Update the form of payment (FOP) in the PNR.
FPO/CC[Original CC type]+/CC[New CC type][CC number]/[CC Exp date]/N[Auth code]
Example: FPO/CCVI+/CCVI4321123456789123/ 0324/N123456
For infant with or without a seat, you will need to add FOP:
FPINFO/CC[Original CC type]+/CC[New CC type][CC number]/[Exp date]/N[Auth code]
Example: FPINFO/CCVI+/CCVI4321123456789123/0324/N123456

If Yes and Merchant airfare:
Return to Voyager and charge the traveler the total add collect.
If the original FOP was collected using check or cash, update the FOP using the applicable entries:
FPO/CHECK+/CHECK
FPO/CASH+/CASH
For infant with or without a seat, you will need to add FOP:
FPINFO/CHECK+/CHECK
FPINFO/CASH+/CASH

If there is no add collect: Receive and save the PNR.

If the credit card fails and the traveler does not want to proceed: 
Ignore all changes and redisplay the PNR: IR
Delete the newly added flight segments. ER
Document the interaction in Voyager.

DELETE UNWANTED FLIGHT SEGMENTS AND ADD RMA
Add remarks to the PNR to document your interaction with the traveler. Use the Documentation Guidelines article in the knowledge base when writing remarks. For this simulation, copy and paste the sample remarks below to the command page:
EXP:
RMA/***ATTENTION TICKETING***/CUST REQ ENROUTE EXCH/ATTEMPTED ATC BUT FAILED/COMPUTE ADD COLL USING FQP/NO CHANGE FEE/TTL ADD COLLECT USD60.00/CUST OK/VERIFIED CC/BEIBANEZ/25JAN24

Air Back Office (CAT) will use the following information to create the TST. Add these in your remarks:
Line entitlement: Fare basis code, ticket designator, NVB, NVA, and baggage
Fare calculation line
Base fare and tax information
Endorsement line
In this scenario, copy and paste the following remarks on the command page:
RMA/WLXFUYI0/BAGGAGE 1PC/17JAN25NYC LO WAW347.50LO NYC347.50NUC/USD695.00/400.00YQ/5.60AY/22.20US/22.20US/3.83XA/7.00XY/6.97YC/0.30ND/21.80XW/4.50XF/NON-REFUNDABLE/

Use Smart Flows to add the TSA information - Auto Recapture SFPD
Use the Exchange Smart Flow to queue place the PNR to Air Back Office Team EX_R

Complete the following processes to successfully resolve an airline schedule change in Amadeus:
Read the full fare rules and verify the ticket is eligible for exchange.
Delete the existing TST.
Price the new ticket using Informative Pricing (FQP).
Calculate the total exchange add collect.
Generate a credit card authorization code.
Cancel the unwanted flight segments.
Add remarks.
Verify or add the TSA information.
Queue place the PNR to Air Back Office team.
150USD
730USD

Meeting ID: 272 125 816 381
Passcode: zgUHeW

Display the fare breakdown using the command FQQ[line number from Informative Pricing].

Add remarks to the PNR, including the information you provided to the traveler about the refund. Use the Documentation Guidelines article in the knowledge base when writing remarks. For this simulation, copy and paste the remarks below to the command page.
RMA/PAX CALLED TO REFUND/TICKET NOT ELIGIBLE FOR ATR/USED FQP/UNUSED BASE FARE 150USD/REF TAX 262.50/TTL REF 412.50/PAX OKD/ADV REF TIMELINE/BEIBANEZ/15JAN24
RMA/INVOL RFND DUE SC

Complete the following processes to successfully process an involuntary refund for non-IT fares in Amadeus:
Review the ticket to determine if it's eligible for a refund.
Get the unused base fare in the fare calculation line.
Calculate the unused taxes using Informative Pricing.
Add the applicable waiver code.
Cancel the flight segments.
Add remarks to the PNR.
Queue to Air Back Office team to process the refund.
Send email about the refund to the traveler using RFNDEML script.

XAWNAoFL+XXAWNA0FE 772.20

RMA:
PAX CLD TO CXL THE RET FLT/INVOL PARTIAL USED TKT/REFUNDABLE BASE FARE FROM FARE CALC IS 580.47/USED INFORMATIVE PRICING FOR REFUNDABLE TAX 38.60 - US 19.60 ZP 10.00 XF 9.00/ADV TTL REF 619.07USD/PAX OKD/INFORMED REF TIMELINE/ADD OSI DL REFUNDED PER UNACCEPTABLE SCHEDULE CHANGE/20MAY2024/**MNLBEIBANEZ/18MAY24

Complete the following processes to successfully process an involuntary refund for merchant IT fares in Amadeus:
Determine the refundable base fare.
Access Informative Pricing (FQP) to calculate the used taxes.
Calculate the total refundable amount.
Cancel the unwanted flight segments.
Add remarks to the PNR.
Queue ticket to Back Office for reissuance.
Send email about the refund to the traveler using RFNDEML script.

• TQT and add collect if Exchange
• Verify the flight segments are canceled. (use command RTA to check)
• Verify the coupons status is V. (TWD/L)
• Verify remarks are added and accurate. (RTR)
• If Merchant airfare, verify the refund was processed in Voyager Classic.
• RBC: Refund in Voyager Next
RTA - RTN - RTTN