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Chapter 5: Reservations.

MAKING RESERVATIONS

First we'll cover the details of making reservations by phone, as would be necessary if the computers were down or for booking space with airlines and flights that can't be booked on the computer. Agents also have to contact the airlines with problems, questions, special requests, and other details. When calling the airlines, agents should communicate professionally. For expediency, you should always introduce yourself and state why you're calling. Information on formats and a sample call for reservations are provided in this chapter. In conjunction with manual reservations, the main STATUS CODES are:

OK--CONFIRMED

HK--HOLDIHELD CONFIRMED (used when reservations are reconfirmed)

RQ--REQUESTED (flight can't be confirmed at that time)

NM--WAITLISTED (flight is full, so passenger is put on a waiting list for an available seat)

XL--CANCEL OR CANCELLED (can also use XLD or XX)
On the CRSs, each itinerary segment includes a two-letter code to
show status:

ACTION CODES--Specifies the action to be taken as
entered by the agent or by the CRS.

ADVICE CODES--Generated by the
CRS. Shows action taken,

STATUS CODES--The current status of the
segment.

Consult the manual or help desk of the system for
clarification of codes used.


ACTION CODES used in the CRSs

NN--Need

NA--Need Alternative

IN--If not Holding, Need

IS--if not Holding, Sell

IX--If not Holding, Cancel

SS--Sell Segment

SQ--Space requested--reply only if not available

DS- Desires Segment. Sell Open Segment into confirmed itinerary.

OX--Cancel only if requested segment is available.

XX-Cancel confirmed segment

ADVICE CODES used in the CRSs

KK--Confirming

KL--Confirming from waitlist

US--Unable to accept sale

UN--Unable, flight does not operate

UC--Unable to accept sale, waitlist closed

WL--Was waitlisted on flight cancelled due to schedule change

NO--No action taken

STATUS CODES used in the CRSs

HK--Holds confirmed

HN-Have requested space.

PN--Reply pending

HL- Have waitlisted.

HQ--Space already requested as SQ

HS--have sold

HX--Have cancelled

RR--Passenger has reconfirmed

These lists are not all-inclusive.

TYPES OF SEGMENTS IN ITINERARIES:

OPEN SEGMENT--A flight is involved but no reservations are made (passenger is unsure of the date of travel). Open segments will only be available on the regular/more expensive fares. It will probably be less expensive to purchase an excursion fare with dates specified and then pay a change fee for changing the date.

ARUNK SEGMENT--Surface segment that will be indicated in the itinerary to show segment continuity. ARNK is an abbreviation and the letter A is usually used when "selling" an arunk segment in the itinerary. More information on "selling" from displays is provided later in this chapter.

Although CRSs have replaced paper in most airline reservation transactions, a reservation or "res" card is useful for planning. Agencies will sometimes print out "hard copies" or paper copies of reservations ticketed and file them by month of departure as a backup/history.
IMPORTANT GUIDELINES FOR RES CARDS AND OTHER FORMS:

Print neatly--others may have to read it.

Write down names and actions taken, always show WHO, WHAT, and ON
WHAT DATE.

Indicate important changes/info in RED so it will stand out.


HERE IS A SAMPLE OF A COMPLETED RES CARD:

[ILLUSTRATION OMITTED]

RESERVATION CARD EXERCISES

Obtain the best schedules and fill out res cards for the following passengers. Make up addresses and phone numbers, use Y as the code, and leave the "TKT" date, "STATUS," "CONF. BY," and the bottom portion of the card blank.
                                TYPE OF TRIP

PASSENGER: Ms. Jenny Warnes           OW

TYS to BNA--Oct. 11 wants to
leave AM

PASSENGER: Clyde Beety              RT

MIA to MEM--Nov. 24 AM
MEM to MIA--Dec. 4 AM

PASSENGER: Marie Osmonde              CT

LAS to LAX--Mar. 10 AM
LAX to SFO--Mar. 16 PM
SFO to PDX--Mar. 20 AM
PDX to SEA--Mar. 24 AM
SEA to ANC--Mar. 30 AM
ANC to LAS--Mar. 31 AM

PASSENGER: Bob McDonough            Circle trip with an Open Jaw (OJ) segment

NYC to BOS--Nov. 14 PM
BOS to BGR--ARUNK
BGR to A TL--Nov. 18 PM
ATL to NYC--Nov. 20 PM

NOTE: THESE FILLED OUT RES CARDS CAN BE USED FOR MAKING SAMPLE
CALLS FOR RESERVATIONS (see next pages for examples).


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Be sure to have all necessary information before calling the airlines. If calling for reservations, have flights, names, class of service/ booking codes, and other particulars. For domestic reservations, call the first or originating carrier (if there is more than one airline involved). For international reservations, call the carrier that is responsible for most of the trip (particularly the trans-Atlantic or trans-Pacific portions).

Here are some steps to follow:

1. INTRODUCE YOURSELF AND WHY YOU ARE CALLING.

2. IF FOR RESERVATIONS, GIVE

a. airline, flight number

b. class of service/booking code

c. day-date

d. from where to where

e. how many seats needed

Use this same format for all the flights of the itinerary.

3. AFTER CONFIRMATION has been obtained for the entire itinerary, the airline reservationist will ask for passenger names, frequent flyer numbers, seat preferences, and other particulars.

4. The reservationist will ask for the AGENCY NAME and ARC/IATA/IATAN NUMBER.

5. The travel agent should VERIFY THE FARE and get the RESERVATIONIST'S NAME OR SIGN.

EXAMPLE OF A CALL TO THE AIRLINE FOR RESERVATIONS

Note: Frequent flyer number information has been added.

AIRLINE: Delta Air Lines, this is Bob, may I help you?

AGENT: Yes, this is Marsha from Getaway Travel, calling for reservations.

AIRLINE: O.K. Go ahead.

AGENT: I need Delta, flight number 554, Y class, on October 23, from Tampa to Atlanta, for a party of one.

AIRLINE: That's confirmed. The times are 10:10 am to 11:45 am.

AGENT: Then I need the return on Delta, flight number 778, Y class, on October 24, from Atlanta to Tampa for the party of one.

AIRLINE: Confirmed, 6:20 pin to 7:49 pm. Passenger's last name, please?

AGENT: Rodriguez, R-O-D-R-I-G-U-E-Z, first name John.

AIRLINE: John Rodriguez. Does he have a frequent flyer number?

AGENT: Yes, it's 203837464334.

AIRLINE: What type of seat assignment does he prefer?

AGENT: He would like aisle seats.

AIRLINE: On flight 554, it will be 12C, on 778, scat number 14C. What is your agency's ARC number?

AGENT: 12345678. Can you please verify the fare?

AIRLINE: Yes, the total fare including taxes is $680.00

AGENT: Thank you. What is your name or agent sign?

AIRLINE: My agent sign is BP like "be prepared."

AGENT: Thank you.

AIRLINE: Thank you for calling Delta Air Lines. Have a nice day.
ROLE-PLAY ACTIVITY: Practice calling for reservations using the res
cards you completed on the previous pages. Have the instructor or
someone else be the airline reservationist, while you act as the
travel agent.


READING AND SELLING FROM THE AVAILABILITY DISPLAY

NOTE: Availability displays should be cross-referenced with schedule displays to obtain the maximum information on existing flights.

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* N means rating not available, otherwise rating is a percentage; 8 means on time 80% of the recorded period.

(+) meals provided in first class, coach class; SI = snack first class only

You can see the number of seats available per booking code and that airlines use different codes for special fares (B,Q,K,M,V,L). In order to determine the fare identified by the booking code, you would have to "sell the seat" and then fare (or price) it--or request a display of fares and fare rules. The fare rules stipulate the restrictions on the fares. Sample fares and fare rule displays will be covered as a separate topic. The display of available seats in the host computer is limited. There may be a maximum of 4 seats to a booking code for some flight listings. If you need more than 4 seats or want to "sell" (reserve) a seat in a code that shows 0 available, you can telephone the airline to obtain the reservation or use DIRECT ACCESS on your computer to connect to the airline's system in order to obtain availability. The CHANGE key or symbol, followed by the airline code, is used to go direct access. If a reservation or booking has been made by direct access, the change symbol or sometimes an * will show in front of the segment to act as a reminder of how the reservation was confirmed.

If the booking code and desired number of seats are available, you would depress the SELL or [SGMT] key followed by the number of seats, then the booking code and the line number of the flight. For example, to sell one "B" seat on the Delta flight leaving at 12:45 pm, press:

[SGMT] 1B2 (SELL 1 B seat on line 2) that appears on the screen as () 1B2 or ():1 B2. The computer responds with a confirmation.

EXERCISES IN READING AVAILABILITY DISPLAYS

The displays shown are EXAMPLES ONLY.
NOTE: The display below HAS BEEN CHANGED FROM THE PREVIOUS EDITION
OF THIS MANUAL TO ACCOMMODATE MORE ACCURATE INFORMATION.


Format entered: A16AUGPWMNYC7A

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NOTE: The asterisk (*) after the airline code means that flight is operated by a different airline than

the code. For example, AA* in the display could stand for American Eagle or Business Express or Executive Airlines, etc. This information is obtained by decoding the airline code.

Answer the following questions using the sample display above:

1. The only flight in which all the passengers receive a snack is the flight on line number --.

2. The Continental flight departing at 6:45 am has an on-time rating of --%.

3. The flight on line 3 is operated by Continental Airlines, while the flight on line 5 is operated by a different airline that "shares" the CO code. True or False --

4. The best flight for a passenger who dislikes small planes and wants to arrive as early as possible in New York would be the flight on -- airlines, leaving Portland, Maine at -- and arriving in New York -- airport at --.

5. If clients need three coach seats and want to arrive at Newark airport, the only flight that shows the seats available is on line --. The flight leaves Portland, ME at --, and arrives Newark at --.

Using the following examples, practice reading from displays.

Answer "T" for true or "F" for false to each of the statements below:

1. There are no "B" seats available on the 12:45 pm Delta flight. --

2. American's flight #167 serves a snack. --

3. American has flights leaving at 1:02 pin and 3:30 pm. --

4. The only flight going into LaGuardia leaves at 11:30 am. --

5. Both American flights arrive in Newark airport. --

DISPLAYS OF CONNECTING FLIGHT SCHEDULES

Between some city pairs there may be no "direct service," and displays will show "connection flights" flights that require a change of planes. The following sample display is a response to the format: A18FEBTPAALB8A and shows the connecting flights available. Notice that the connecting city is not shown on the second flight.

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Answer "T" for true or "F" for false to each of the statements below:

1. The first schedule leaves Tampa at 8:00 am and with a change in Baltimore arrives in Albany at 2:16 pm. --

2. United Airlines' schedule requires a change in Chicago. --

3. There are "B" seats available on the Delta connection. --

4. Y is the only code available on US Airway's connection. --

5. The layover in New York on Delta is 1 hour and 8 minutes. --

Using the display below, answer the questions that follow. --

Format entered: A11JUNATLORDIP

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1. If the passenger wants to fly direct on American Airlines he can leave Atlanta at -- or --.

2. The United Airlines flight at 1:45 pm serves -- to both first class and coach passengers.

3. The on-time rating of DL #593 is --%.

4. The schedule on the last lines (9 & 0/10) involves a change of planes in --. It involves two different airlines so it is an -- (offline/online) connection.

5. There are "Q" seats available on United's flight at --.

6. The flight on Delta that uses a 757 aircraft leaves Atlanta at -- and arrives in Chicago/O'Hare at --

7. The two flights with a 90% on-time rating are on -- Airlines.

8. The line number of the flight that uses a 73S is --.

9. Is an "M" seat available on UA #499? --

10. Only one first class seat is available on Delta # --.

11. The latest departure shown in the display is a flight on -- -- Air Lines, leaving Atlanta at -- and arriving in Chicago/O'Hare at --.

Using the display below, answer the questions that follow.

Format entered: A15JULMCOBGR9A

[ILLUSTRATION OMITTED]

1. The connecting schedule that is on lines 4 and 5 involves DL #457 and DL* # --. The asterisk means it is a "code-sharing" airline. It would be important to note to the passenger that a smaller plane is used on the flight from New York to Bangor, the equipment is coded

2. Reading the first schedule shown on the display: you would leave Orlando at --, arrive in New York/La Guardia at --, then leave New York at --, -- and arrive in Boston at --, then leave Boston at --, and arrive in Bangor at --.

3. DL #209 is used in the schedule on lines -- and --, as well as in the schedule on lines -- and --.

4. The equipment coded as M80 is used on DL # --, from -- to Bangor.

5. The schedule involving the shortest amount of total travel time is on lines -- and --. The passenger would leave Orlando at --, arrive in Boston at --, leave Boston at --, and arrive Bangor at --.

[ILLUSTRATION OMITTED]

SELLING FROM THE AVAILABILITY DISPLAY

Using the sample display, answer the questions and write in the applicable "sell" entries.

Format entered: A13APRCHIROC11A

[ILLUSTRATION OMITTED]

EXAMPLE: The client needs a first class seat on the 4:30 pin flight. you write: SELLIF4

1. The client would like a coach seat on a flight leaving before 3:00 pm and prefers a flight that serves lunch. --

2. Write the entry to book two "M" seats on United's flight #411. --, Will a meal be served? -- If yes, what? --

3. Reserve a "K" seat on American's flight at 4:30 pm. -- How many "L" seats are available on that flight? --

4. All of the flights leave from Chicago's -- airport.

5. If passengers needed three coach seats on a flight before 2:00 pm, you would enter --.

6. Book a coach seat on AA #776. -- In coach, the client will receive a meal, but first class passengers will receive

7. No meals are served on both AA# -- and AA # --.

8. Write the entry to reserve two "B" seats on the last flight. --

SELLING FROM THE AVAILABILITY DISPLAY

Here is the sample display for A16JUNATLCHI11A:

[ILLUSTRATION OMITTED]

EXAMPLE: I need a first class seat on the 11:30 am Delta flight. you write: SELL1F1

1. I would like a coach seat on American Airlines. --

2. Please reserve three special fare seats on United #776. --

3. We'll take two coach seats on Delta's flight at 1:02 pm. --

4. Please book one first class seat on the United flight. --

5. Reserve an "L" seat on the flight at 1:45 pm. --

SELLING A CONNECTION FLIGHT SCHEDULE

Selling a CONNECTION flight requires a similar entry. For exam le, to sell a coach seat on the US Air connection shown below, you would press the [SELL] or [SGMT] key followed by 1Y1Y2 (sell 1 Y seat on line 1 and a Y seat on line 2)

Format entered: A16MARTPAALB8A

[ILLUSTRATION OMITTED]

Practice "selling" CONNECTING segments by writing the correct entry for the requests below:

6. Make coach reservations for two passengers on United's connecting schedule. --

7. I would like a first class seat on the schedule through New York. --

8. I'll take the least expensive seat on United Airlines. --

9. Please book two coach seats leaving at 3:30 pm. --

10. Reserve a first class seat on the connection that arrives Albany at 2:16 pm. --

Here is another exercise for reading and selling from a display of CONNECTING FLIGHTS.

Format entered: A9JULSDFHNL9A

[ILLUSTRATION OMITTED]

1. The connecting schedule with the earliest arrival time in Honolulu is DL # -- connecting to DL # --. The layover in Atlanta is hour and minutes. The flight from Atlanta to Honolulu is nonstop. True or False -- Would you be able to book two coach seats on that schedule? --

2. Trans World Airlines uses connections through --. The entry to book two first class seats on the schedule leaving at 11:10 am is --.

3. Book two coach seats on American Airlines. -- From Louisville to Dallas will the passengers get a meal? -- The flight from Dallas to Honolulu uses a aircraft. The on-time rating for both flights on the schedule is --%.

4. Reserve one "B" seat on TW leaving at 2:29 pm. -- The second flight -- makes stop(s). On the first flight coach passengers will not receive a meal, but on the second flight they will receive --.

5. Book two first class seats on the schedule with the least amount of travel time. --

AFTER SELLING SEGMENTS, WHAT COMES NEXT?

After selling segments from the availability display, you can display the itinerary by pressing:

[DSPL] I which appears on the screen as *1

If the passenger decides to cancel the itinerary, you enter: XI (cancel itinerary)

If you have to cancel the first line to rebook another flight, press X1 (cancel segment 1) The computer responds with "NEXT ENTRY REPLACES ONE" so you can repeat the sell procedure to replace the cancelled segment. Multiple segments are cancelled by entering X2/316 (cancel segments 2,3,6) or X1-4 (cancel segments 1 through 4).

Sometimes part of an itinerary involves the use of ground transportation.

For example, the client wants to fly from New York to San Francisco, drive to Los Angeles and fly back to New York. For the San Francisco to Los Angeles segment, you need to sell an "arunk" or "arrival unknown" segment for itinerary continuity. Press the [SELL] or [SGMT] key and [A] for arunk. Here is an itinerary showing an arunk segment:

[ILLUSTRATION OMITTED]

Occasionally, while building an itinerary, there may be a need to INSERT a segment or side trip. The [IAS/] (INSERT AFTER SEGMENT) key allows placement of a segment between two existing segments of the itinerary. For instance, entering /2 (the slash appears on the screen with the IAS key) means INSERT AFTER SEGMENT 2. The computer response of NXT FLWS 1 indicates the next segment sold will follow line 1 of the itinerary.

To get the price/fare of a completed itinerary, press: WP (will you price?)

If you want the fare for a segments, enter: WPS2 (price segment 2) or WPS3/4 (price segments 3 and 4)

Other entries and formats for pricing and storing itinerary fares can be found in a specific system's manual.

Sometimes you research fares before looking at flights and availability. Some possible entries and formats are:
FQ                    fare quote
FQMIATYS29OCT     fare quote for Miami to Knoxville on October 29
FQNIIATYS29OCT-DL   fare quote for Miami to Knoxville on October 29
on Delta Air Lines
FQSFOMSP8MAY[not    fare quote for San Francisco to Minneapolis
equal to] NLX     on May 8, I need the lowest excursion fares


Instead of FQ, some systems use the FARE key and $ appears on the screen. Many fare type codes and formats can be used to display fares, and these vary with different systems. A few of those commonly used are listed below:
FARE TYPE CODES

A or N or NL     = ADULT or NORMAL
EX or X          = EXCURSION
G or GRP         = GROUP FARES
SC or O          = SENIOR CITIZEN
IT or L          = INCLUSIVE TOUR or LAND ARRANGEMENTS
C or CH          = CHILD
YP or FP         = FAMILY PLAN
YZ or Y          = YOUTH (usually ages 12-22 or 25)
YM or R or MIL   = MILITARY CONFIRMED


When researching for the least expensive fare, remember to look at the fare rules for the applicable restrictions. Some entries are:

RD4--rule display for the fare shown on line 4

or $*QXE45-AA--display the rule for the QXE45 fare on AA. If no airline is indicated, the same airline in the previous request will be used.

or $*BLE60-ALL--display the rules of the BLE60 fare for all airlines offering that specific fare.

Other entries and formats for pricing and storing itinerary fares can be found in a specific system's manual.
After an itinerary has been completed and priced correctly, the
data for a PNR (Passenger Name Record) must be entered. PNRs
generally consist of the following:

--NAME OF THE PASSENGER

--PHONE NUMBER(S)

--TICKETING INFORMATION

--FORM OF PAYMENT

--RECEIVED FROM INFORMATION (sometimes optional)

The system will not allow you to end the transaction until
information has been entered into these fields.


In addition, there are OPTIONAL FIELDS for data, such as:

REMARKS

OSI (Other Service Information)

SSR (Special Service Request)

For "building the PNR," the FIELD IDENTIFIER KEYS* are used. The NAME of the passenger is entered by pressing the NAME key, followed by the number of passengers with the same last name, then the last name, and first name (or first initial) of the passenger. Enter a I (slash) between the last name and first name (or initial).

* these are keys specifically associated with fields or areas of information.

EXAMPLES: N:1DERVAES/CLAUDINE or -DERVAES/CLAUDINE On some systems the "1" is optional.

Two passengers: N:2HUNTER/J/J MRS or -2HUNTER/J/J/MRS

Notice that no spaces or punctuation are used.

Family of 4: N:4HUNTER/JOHN/CLAUDINE/NICOLE MISS/ANDRE MSTR MSTR is used for a male child (under 12)

If the passenger has a common surname, use a complete first name rather than a first initial. Titles can be indicated using the abbreviations shown below:

ADM Admiral

CAPT Captain

COL Colonel

CONG Congressman

DR Doctor

FR Father

GEN General

GOV Governor

JUDG Judge

LT Lieutenant

MAJ Major

MISS

MRS

MR

MS

MSTR Master

PROF Professor

REV Reverend

SEN Senator

SR Sister

Use the [ENDI] (end item) key to separate two passengers with different last names: (this is also called the Cross of Lorraine key)

N:1JONES/JOHN REV [not equal to] N:1SMITH/HARRY DR

The FONE (PHONE) field should contain the passenger's home and business phone, if applicable. Sample entries are:

P:454-555-5555-H [not equal to] 454-551-1111-B or 9(555)555-1111X777-B

The agency phone number is automatically programmed for entry into the PNR.

The RCVD (RECEIVED FROM) field identifies the person making the reservation. If it's the passenger, enter

R:P or R:PSGR or 6P or 6PSGR Other entries are: R:DIANE SECRETARY R:SAM SPADE BROTHER (name and identity)

The TKT (TICKETING) field will contain the date for ticketing. Sample entries are:

T:TAW23MAR or TTAW23MAR

The SUPL INFO (SUPPLEMENTARY INFORMATION) included in the PNR consists of the FORM OF PAYMENT, REMARKS or other special requests/needs. Here are some examples of field entries:

5-CHECK (form of payment = check)

5-AX454545454545454 9/03 (payment by credit card & expiration date)

5*SEND TOUR BROCHURES

5-ITIN-HAVE A NICE TRIP

There are many uses to this field, and your system's manual will explain the procedures for special service requests (wheelchair assistance, special meal requests, etc.).

Sample codes used when requesting wheelchair assistance are:

WCHR--Wheelchair only

WCHS--Wheelchair and needs assistance in walking

WCHC--Wheelchair needed and passenger cannot walk

Sample codes for special meals are:

BBML--Infant meal

HNML--Hindu meal

KSML--Kosher meal

MOML--Moslem meal

Review the list provided in Chapter 1.

SFML--Seafood meal

VGML--Vegetarian meal

DBML--Diabetic meal

FRML--Fruit plate

Not all airlines offer these special meals.

Special Service Request areas are also used when an unaccompanied minor is traveling. Include the age of the child in the PNR so the information will appear on the ticket. Record in the file the details of the responsible parties at departure and arrival points. A sample entry is:
UM*8
BROUGHT BY MOTHER--MARY LEE SMITH
4444 DWARF DRIVE MIAMI FL
355-555-5555
PICK UP BY FATHER--JOHN LOSSER
2222 NEW BROWN RD BROOKLYN NY
777-777-8888


PASSENGER NAME RECORD REVIEW

1. Give four items of information entered into a PNR. --

2. The abbreviation used for a male child under age 12 is --.

3. Write in the appropriate format the names for passengers Governor Jack Johnson, his wife Julia, and their two sons, Michael (age 10), and John (age 6). N: --

4. What key is used to separate two passengers with different last names? --

5. Write the appropriate entry in the RECEIVED FROM field if the passenger's mother, Mrs. Irma Laduce, called in the reservations. R: --

6. Decode the following special meal codes: BBML -- VGML --

7. The request code WCHC means --.

8. Name all the items of information that should be obtained regarding the travel of an unaccompanied minor. --

9. No spaces or punctuation are used in entering the NAME information. True or False --

10. Give title abbreviations for. Captain -- Father -- Sister

READY RECORDS/CLIENT PROFILES

A ready record/client profile contains standard PNR entries and other information on an agency's regular clients. These ready records have the client's name, phone number, address, seat preferences, credit card numbers, frequent flyer numbers, etc. When confirming a reservation for a client who already has a ready record/profile in the system, an entry such as

RR*/JONES

asks the system to display the ready record for client JONES. If there is more than one ready record for a client with the name JONES, the names will be displayed with numbers for the agent to pick the appropriate one, such as

1 JONES/K

2 JONES/L W

3 JONES/LOUISE

If Louise Jones is the client, the entry would be RR*/3

Once the correct ready record is obtained it can be transferred to the booking involved with an entry such as

RRMHS*Kevin

Ready Record move by Hierarchy from SA and higher area; passenger's phone number automatically moves to PNR. (or to remember the format--"Ready record--move his/her stuff--agent Kevin")

When the information has been entered into the PNR, END the transaction or record by pressing E or E T and then [ENTER]

The PNR or confirmation number/record locator will appear. This number can be written on a file card or some type of hard copy record. When you wish to re-display the record you can use the name of the passenger or the PNR number. For example:

*VR166787 or *SMITH/JOHN

If there is more than one "John Smith", the computer will list the "Smith" records with their departure dates and then you can select the appropriate "John Smith" file.

1. SMITH/JOHN 20OCT

2. SMITH/JOHN 05FEB

3. SMITH/J 18MAR

If the passenger was departing February 5, you would press *2.

If you were ready to issue the ticket, a sample entry is W [not equal to] T (want ticket!) and then DITIN (do an itinerary)

If the fare calculation needs to be changed prior to ticketing, your system manual will explain the procedures. Below is an example of CREATING a new fare. An easier method on some systems provides an image of the ticket on the screen to fill in the blanks as necessary for the new fare basis code, fare calculation, breakdown and commission percentage.

W [not equal to] C (want to create the fare calculation)

W/215.00 (want the breakdown of 215.00)

W1 [not equal to] I [not equal to] L1/2-BHE60NR [not equal to] B 200.00/US15.00/ZP5.50/XF6.00 [not equal to] CTPAUSCLTUSTPA215.00 [not equal to] = KP5 (want to insert for line segments 1 and 2 the fare basis code BHE60NR, booking code B, fare breakdown, fare calculation, fare total, commission percentage 5)

Changing and deleting items in the record, waitlisting flights, selling open segments, recording frequent flyer numbers, and other procedures have not been covered. The system's manual and lessons can provide assistance in these particulars.

CAR RENTALS AND HOTELS--The specifics of reserving/selling car rental and hotel segments is covered in the manual Selling Tours and Independent Travel.

[ILLUSTRATION OMITTED]

NOW FILL IN THE BLANKS USING THE SAMPLE DISPLAY;

1. The passenger's name is --. He is departing Tampa on Thursday, -- (date), at -- (time). He has seat assignment # -- on the DL #454 flight and will arrive in New York/ -- (airport) at -- (time).

2. The total cost of the ticket is --. The passenger paid for the ticket by using -- (credit card code and number), expiring -- (date).

3. The PNR# is --. His frequent flyer number with Delta is --.

4. He has requested (and it has been confirmed) a -- meal.

5. The agent's initials that booked the reservation are --.

6. The fare basis is LHE3BNR. True or False --

USING THIS SAMPLE DISPLAY ANSWER THE QUESTIONS THAT FOLLOW:

[ILLUSTRATION OMITTED]

1. The passenger's name is --. She is departing Tampa on -- (day of the week), August 10, at -- (time) and will arrive in Jacksonville at -- (time). The carrier is (airline name).

2. The return flight is on August 12, departing Jacksonville at -- (time) and arriving in Tampa at -- (time). The flight number on US is --. The seat assigned for both the outbound and the return is --.

3. The travel agency's name is --. The client's home phone number is --. The fare basis used on both segments of the itinerary is -- and the total fare is --. The passenger is paying for the ticket with -- (credit card code and number).

4. The agent's name is -- and her queue number is --.

5. The client does not like small planes. True or False --

6. Both segments were sold via direct access. True or False --

7. The passenger's business phone number is -- and that is a number in Jacksonville.

HERE'S ANOTHER SAMPLE DISPLAY OF A PNR

[ILLUSTRATION OMITTED]

Even though this display is different from the previous sample, you should be able to answer the following questions:

1. How many passengers are shown in the record? -- Are they all adults?

2. What airline is used on the itinerary? --

3. The passengers are traveling from Islip, NY on Aug. 6, which is a Sunday, on a connection through -- (city/airport) to Tampa. They arrive in Tampa at -- (time).

4. The return is on Aug. 11, which is a -- (day of the week).

5. -- is the name of the travel agency and the agent's name is --.

6. The base fare for one ticket is $ --, the tax is $ --, for a total fare of $-- per ticket. The fare basis is VR --.

7. The four tickets together cost a total of $ --.

8. What is the total amount of PFCs being charged on one ticket? --

9. On each ticket the US tax is 7.5% of the base fare, which equals $--. The PFCs total $-- (as answered in question #8), then the segment fees (ZP) total --, which equals the total taxes on one ticket of $ --.

10. The names of the passengers are --, Alexia, Laura, and -- Albans.

ABBREVIATIONS--Here are some commonly used abbreviations:

New ones added since the last printing of this manual appear in bold.

ADVSD--advised

ADT--adult#

AFT--actual flying time

AG/AGT--agent

ARPT/APT--airport

ARUNK/ARNK- arunk

CH--child#

CONX--connection

CT--circle trip

CTO--city ticket office

DOM--domestic

DPTR--departure

DUPE--duplicate

ETA--estimated time of arrival

ETD--estimated time of departure

EX--Excursion#

FAM--familiarization

FLT--flight

FQ--fare quote

FYI--for your information

GDS--Global Distribution System#

HK--hold confirmed

IAR-Interactive Agent Reporting#

IN--infant#

INTL--international

JT--joint

M/M--Mr. and Mrs.

MAX--maximum#

MCO--Miscellaneous Charges Order

MCT--minimum connecting time

MIM--minimum#

MISCONX--misconnection

N/A--not available/"no answer"

NN--need

NON REV--non-revenue#

NOOP--not operating

NO REC--no record

NTI--need ticketing information

O--stopover

OJ--Open Jaw

OK--confirmed

OW--one way

PAX--passengers

PP--per person

PSGR/PGR--passenger

PTA-Prepaid Ticket Advice

RE--regarding

REP--representative

RES--reservation#

RQ--request or requested

RPP--revenue paying passenger#

RT--round trip

RTE/RTG--routing

SYS--system

TA--travel agent

TCP--to complete party of

TKT--ticket

UM--unaccompanied minor

UNA/UN--unable

w/--with

W/C--will call

w/out--without

WL--waitlist

X--connection

XL--cancel

XLD--cancelled

Note: New added since the last printing is indicated with #.

THERE ARE MANY MORE ABBREVIATIONS.

TEST ON ABBREVIATIONS

Match the following abbreviations with their meanings by placing the letter in the blank space provider.
1. -- WL               A. Travel agent
2. -- OK               B. Estimated time of arrival
3. -- RQ               C. Connection
4. -- HK               D. Hold confirmed
5. -- ARNK             E. To complete party of
6. -- UM               F. Waitlist
7. -- NOOP             G. Request
8. -- CTO              H. Unaccompanied minor
9. -- AFT              I. Confirmed
10. -- TCP             J. Need
11. -- ETA             K. Circle trip
12. -- ADVSD           L. Departure
13. -- NTI             M. Routing
14. -- NN              N. Surface segment
15. -- CONX            O. Actual flying time
16. -- APT             P. City ticket office
17. -- RTG             Q. Need ticketing information
18. -- DPTR            R. Advised
19. -- CT              S. Not operating
20. -- OJ              T. Airport
21. -- W/C             U. Will call
22. -- TA              V. Open Jaw
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Article Details
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Author:Dervaes, Claudine
Publication:Domestic Travel & Ticketing
Date:Jan 1, 2000
Words:5385
Previous Article:Chapter 4: Fares, fare research and fare construction.
Next Article:Chapter 6: ARC forms and ticketing.
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