Professional Documents
Culture Documents
1a Basic Course Training Guide Ver 2 725
1a Basic Course Training Guide Ver 2 725
Document Control
Security level
Company
Department
Training Services
Author
Shadab Kazi
Reviewed by
Kamran Khan
Version
Date
01
July 2012
27 JUL 12
Change
Comment
By
TABLE OF CONTENTS
INTRODUCTION ..................................................................................................................................... 5
AUDIENCE ............................................................................................................................................... 5
COURSE OBJECTIVES ........................................................................................................................... 5
COURSE GUIDE OBJECTIVES .............................................................................................................. 5
AMADEUS SIGN ..................................................................................................................................... 6
ENCODING AND DECODING ............................................................................................................... 8
AMADEUS INFORMATION PAGES ..................................................................................................... 9
AMADEUS ONLINE HELP AND E SUPPORT ..................................................................................... 9
AMADEUS AIR ...................................................................................................................................... 10
WORKING WITH A TIMETABLE DISPLAY ..................................................................................... 10
WORKING WITH A SCHEDULE DISPLAY ....................................................................................... 11
WORKING WITH AN AVAILABILITY DISPLAY............................................................................. 11
DIRECT ACCESS AVAILABILITY...................................................................................................... 13
CARRIER PREFERRED DISPLAY....................................................................................................... 13
SEVEN DAY SEARCH .......................................................................................................................... 13
CHANGING THE DISPLAY ................................................................................................................. 14
TYPES OF FLIGHT ................................................................................................................................ 14
AMADEUS ACCESS LEVELS .............................................................................................................. 14
PNR PASSENGER NAME RECORD .................................................................................................. 15
OPTIONAL ELEMENTS IN PNR .......................................................................................................... 16
REMARKS IN PNR (RM) ...................................................................................................................... 16
OTHER SERVICE INFORMATION (OSI) ........................................................................................... 16
SPECIAL SERVICE REQUESTS (SSR)................................................................................................ 17
AMADEUS PNR RETRIEVAL .............................................................................................................. 17
AMADEUS PNR UPDATE AND MODIFICATION ............................................................................ 17
APIS/ DOCS THE ADVANCE PASSENGER INFORMATION SYSTEM ......................................... 18
RESERVATION STATUS CODES ....................................................................................................... 19
SPLIT OR DEVIDE AMADEUS PNR ................................................................................................... 20
AMADEUS QUEUES ............................................................................................................................. 20
FARES AND PRICING .......................................................................................................................... 21
FARE QUOTE DISPLAY (FQD) ENTRY ............................................................................................. 21
CURRENCY CONVERSIONS ............................................................................................................... 23
ITINERARY PRICING ........................................................................................................................... 23
INFORMATIVE PRICING ..................................................................................................................... 24
Amadeus Basic Reservation & Ticketing Manual
INTRODUCTION
The Amadeus central system is a global distribution system (GDS) that allows users to provide
complete travel arrangements for multiple travel-related companies, including airlines, trains,
hotels, car rentals, cruises and ferries
AUDIENCE
This course guide is intended for Travel professionals attending the Amadeus Basic Reservation
and Ticketing training course.
COURSE OBJECTIVES
The objective of the Amadeus Basic Reservation and Ticketing course is to provide a high
standard of knowledge and experience in order for the participants to receive the Amadeus
Certification.
AMADEUS SIGN
The sign in functionality grants you access to the distribution system, thus enabling you to create
reservations for your clients.
An agent sign is assigned to each person authorized to use an Amadeus terminal which is always
password protected. This may be a unique agent sign, which provides a means of identifying
actions taken by an individual in the same office.
Each Amadeus sign is a six-character code. The first four characters must be numbers. The last
two characters can be letters or a combination of a letter and a number. Each sign can have a
number of duty codes associated to it. These duty codes specify which transactions the agent can
or cannot perform.
As far as travel agent is concerned it can work with two duty code AS and SU:
AS - AGENT SIGN (NORMAL)
SUSUPERVISORY
How to Sign In to the System:
There are six work areas in the system. Each work area is identified by a letter from A to F. If you
do not specify a work area when you sign in, the system assigns the first available work area to
you.
Only one PNR at a time can be active in a work area. You can work on more than one PNR at a
time, each in a different work area.
Similarly, more than one agent can work on the same terminal at the same time. Each agent can
sign in to a different work area using the individual agent signs.
The areas are identified as A, B, C, D, E, and F
JD
Terminal ID
Office ID
Sign Out
Sign Out of an active area
Sign Out of multiple work areas
Sign out of all work areas
JI1234AA/AS
JI*1234AA/AS
JIA1234AA/AS
JIB/C1234AA/AS
JMB
JB
JO
JOC/D
JO*
Exercise:
1.
2.
3.
4.
FUNCTION
ENTRY FOR ENCODE
ENTRY FOR DECODE
DAN BRISBANE
DAC DXB
DAN JOHN F KENNEDY
DAC CDG
DC FRANCE
DC AU
DC SWITZERLAND
DC SA
DNS US
DNS FLORIDA
DNA AIR FRANCE
DNE AIRBUS
DNH MARRIOTT
DNC AVIS
DDLON
DDKWI 1130/DXB
DNA LH
DNE 747
DNH EM
DNC ZI
Training exercise:
a. Kindly ENCODE below cities:
1. Auckland
2. Basra
3. Mumbai
4. Amsterdam
3. John F Kennedy
4. Luton
3. AI
4. AA
3. LHR
4. SFO
3. FRA
4. MNL
GGAIS
GGPCA LH
GGAMAKWLCL
GGAMAKWAGT
GGAIR AIS
GGAIR LH
GGAIR LH JNB
GGCAR
GGCAR ZE
GGCARZE LHR
GGHTL
GGHTL SI
GGRAIL
GGFERRY
GGTOUR
GGNEWS
GGWEA NCE
GGAPT NCE
GGCOU IE
GGCODE
HE
HE FARES
HE FQD
HE/
HE TICKETING
MS106
MP GG
10
AMADEUS AIR
Here we describe the functionality of Amadeus Air, its displays and the options you have to
customize your requests.
There are three types of displays in the Air module:
Availability Display
An Amadeus availability display shows all flights with at least one seat available for sale or
waitlist, based on the transaction code and parameters you use to request the display.
Schedule Display
An Amadeus schedule display shows all flights and classes operated by all airlines that submit
schedule information to Amadeus.
Timetable Display
An Amadeus timetable is a display of flights operating during a specified one week period.
HELP PAGE: HE TN
11
HELP PAGE: HE SN
An Amadeus schedule display shows all flights operated by all airlines that submit schedule
information to Amadeus. For airlines that have a sales agreement with Amadeus, availability
status codes by class of service are included in schedule displays regardless of whether seats
are available.
The schedule display also shows the schedules of airlines that do not have a sales agreement with
Amadeus (non-participating carriers). However, you cannot sell these flights.
Entries for Schedule Display
SN15DECKWIDXB
SN15DECKWIDXB/AEK
HELP PAGE: HE AN
An Amadeus availability display shows all flights with at least one seat available for sale or
waitlist, for all airlines which have a sales agreement with Amadeus. Based on the transaction
code and parameters you use to request the display.
An Amadeus schedule display shows all flights operated by all airlines who submit schedule
information to Amadeus, based on the transaction code and parameters you use to request the
display. For airlines that have a sales agreement with Amadeus, availability status codes are
shown for each class of service, regardless of whether seats are available. The schedule display
also shows departed flights.
Availability and schedule displays include flights up to 361 days in the future (less for some
airlines) and up to 3 days in the past are stored in the system. Flights in the past are shown in an
availability display without availability status codes.
The order in which flights appear on an availability or schedule display depends on the type of
availability you request and (for all types) the regulations that apply in your own market
Basic Availability Entry:
AN 10OCT KWILON
AN
Availability neutral display
10OCT
Departure date
KWILON
City pair
12
KWI LHR
0 - Waitlist
C Closed
S Sold Out
R Request
0825
Departure Time
E OR T
(E) Electronic ticketing indicator (can issue Electronic ticket on this flight)
or (T) Ticketless Carrier indicator T indicates that a carrier offers a ticketless payment
option. This ticketless option can either use the SSR EPAY solution, or any other means
defined by the carrier (provided that all other necessary conditions are met)
1305
Arrival time
(If there is +1 means the flight arrives next day and -1 means arrives previous day)
Numbers Of Stops
TR
06:40
777
Aircraft Type
(NOTE: 'TRN' AS THE AIRCRAFT TYPE INDICATES A TRAIN JOURNEY.)
13
AVAILABILITY ENTRIES:
FOLLOW UP ENTRIES:
Request Return Availability
Change Availability to next day
Change Availability to previous day
Change Availability to 2 days later
Change Availability to 5 days earlier
Redisplay previous Availability
Change Origin City
Change Destination City
Change to Specific Airline
Flight Information from Line no 2 of availability
Flight Information for specific Flight & Date
ANDXB
AN10NOVKWILON
AN10NOVKWILON/ABA
AN10NOVKWILON/ABA/CT
AN10NOVKWILON/KC
AN10NOVKWIJFK/XLHR
AN10NOVKWIJFK/ABA/XLHR
AN18MARKWIDXB1500
AN10NOVKWILON/ABA*25NOV
ACR25DEC
MN
MY
AC2
AC-5
MPAN
ACDXB
AC//PAR
AC/AEK
DO2
DOBA156/01DEC
When you know that the Airline has Direct Access Agreement with Amadeus you can use following
1EKAN10NOVKWIDXB
availability enter for that airline:
Some of the Airlines having Direct Access Agreement are: AA, 9W, UA, DL, EK, GF, WY, UL
14
ACSN
ACTN
SCTN
SCAN
TCAN
TYPES OF FLIGHT
There are four different types of flights:
1. NON-STOP FLIGHT
2. DIRECT FLIGHT
3. CONNECTING FLIGHT
4. CHANGE-OF-GAUGE
A flight with no intermediate stops, and the same flight number and
aircraft.
A flight with intermediate stop(s), and the same flight number and
aircraft.
A flight with intermediate stop(s), and a change of flight number and
aircraft.
A connecting flight with intermediate Stop(s) and the same flight
number, but with a change of aircraft type.
Last seat
YES
NO
NO
NO
NO
Indicator
(/)
(.)
(:)
(*)
(Blank)
15
MANDATORY ELEMENTS
ITINERARY ELEMENT
NAME ELEMENT
CONTACT ELEMENT
(AGENCY)
TICKET ARRANGEMENTS
RECEIVED FROM
ER
AMADEUS ENTRIES
AN15JUNKWIDXB/AKU
SEE AVAILABILITY
SS1Y1
- SELL SEAT IN Y CLASS & LINE NO 1
NM1PRINCE/MOHAMMEDMR
AP KWI 965 24812345 AMADEUS TRAVELS
TKOK
RF CHALES
AFTER YOU DO ABOVE STEPS END (SAVE)AND
RETRIEVE PNR
PNR may be created in your preferred steps order however above order of the steps may be adopted:
SEGMENT SELL OPTIONS:
SS1Y1
SS1YJ1
SS1YJA1
SS1Y1/PE
SSKU301Y15JANKWIBOM1
NAME OPTIONS
FOR HELP: HE SS
SHORT SELL
IF CONX FLTS KWI-LON-NYC
IF CONNECTION MORE THAN 2
WAITLIST SEGMENT
LONG SELL
FOR HELP: HE NM
ENTRIES
Single Name Adult
Single Name Child
Single Name Child (Date of Birth)
One Adult and One Infant with Same Family
Name
NM1ALGHANIM/ALI(INFKHALDI/EMAN/01JAN12) One Adult and One Infant with Different
Family Name
NM3ALGHANIM/A MR/B MRS/C MR
3 Adults with Same Family Names One
entry
NM2AlGHANIM/A MR/B MSTR(CHD)
1 Adult and 1 Child with Same family names
1/(INF/ROSE/1MAY12) 1 is adult
Add infant name having same Family Name as
passenger NO 1 after creating a PNR
1/(INFMOHD/JACK/1MAY08)
Add infant name having Different Family
Name as passenger NO 1 after creating a PNR
2/(CHD)
Add Child Tag for passenger number 2 after
creating PNR
TYPES
NM1ALGHANIM/MOHD MR
NM1ALGHANIM/ALI (CHD)
NM1ALGHANIM/ALI (CHD/01JAN05)
NM1ALGHANIM/ALI(INF/ROSE/01JAN12)
16
TICKETING ARRANGEMENT:
TKOK
TICKETS HAVE BEEN ISSUED (NO QUEUE PLACEMENT)
TKTL/15AUG TICKET TIME LIMIT IS USED TO REQUEST TICKET ISSUANCE ON SPECIFIC DAT
AND TIME (AUTOMATIC QUEUE PLACEMENT TO QUEUE NO 8 AND CATEGORY C1)
FOLLOW UP COMMANDS:
IG
IR
RT
Ignore PNR
Ignore changes and re-displays PNR
Redisplay PNR
FOR HELP: HE RM
General Remark only View by Amadeus
Airline user
Confidential Remarks View by Your office
Service fee remarks for back office accounting
Free flow Remarks (text) on itinerary
Free flow Remarks (text) on ITR
17
OS YY PAX IS VIP
FOR HELP HE SR
An SSR Special Service Request is an application to an Airline to provide a particular facility for a
passenger or passengers. A SSR request is made using an SR entry, which generates an SSR element in the
pnr and a request message to the Airline or Airlines concerned. An Service request does require
confirmation from the Airline and it result in the automatic placement of pnrs on queue if a response is
received from the Airline.
SRVGML
SRMOML/P2
SRSPML-FREE FLOW TEXT
SRWCHC
SRWCHR/P2
SRBSCT
SM2
FFDQR-123456789
FFNQR-1234567890
FFNQR-1234567890/P2
SRFQTVEK-EK123456789
SRFQTVBA-AA1234567/P1
RTPNRPNR
RT/ALSHATTY
RT/B
RT/ALSATTY*A
RT4
RT0
LP/KU541/20DEC
LP6
FOR HELP: HE RT
All elements entered into a PNR are numbered that may be modified /canceled as required with below
entries:
XE3
18
XE3,5,7
XI
3/RR
6/KWI WAFA 3344332-H
SX
SBK
SBK3
SB25DEC3
SO EK M DXBKWI
or
SO EK M 23DEC DXBKWI or
SO YY F DXBKWI
2/(CHD)
SIARNK
DO3 or DOKU541
SRDOCS BA HK1-P-GBR-012345678-GBR-30JUN73-M-14APR09-JOHNSON-SIMON
-PAUL/P1/S3
SR
DOCS
BA
HK
1
-P
-KWT
-012345678
-KWT
-30JUN73
-M
-01JAN15
-JOHNSON
-SIMON
-PAUL
/P1
/S3
TRANSACTION CODE
SSR CODE FOR TRAVEL DOCUMENT
AIRLINE CODE
ACTION CODE (HK ONLY)
NUMBER OF SERVICES REQUESTED
DASH, TRAVEL DOCUMENT TYPE
I - IDENTITY CARD
P - PASSENGER PASSPORT
DASH, DOCUMENT ISSUING COUNTRY/STATE
(THREE-LETTER AIRIMP COUNTRY CODE)
DASH, TRAVEL DOCUMENT NUMBER
(UP TO 15 DIGITS INCLUDING SPACES)
DASH, PASSENGER/CREW NATIONALITY
(THREE-LETTER AIRIMP COUNTRY CODE)
DASH, DATE OF BIRTH - (DDMMMYY FORMAT)
DASH, GENDER INDICATOR
M - MALE
F - FEMALE
MI - MALE INFANT
FI - FEMALE INFANT
U - UNDISCLOSED GENDER
DASH, TRAVEL DOCUMENT EXPIRY DATE
DASH, TRAVEL DOCUMENT SURNAME
DASH, TRAVEL DOCUMENT FIRST GIVEN NAME
DASH, TRAVEL DOCUMENT SECOND NAME(S)
PASSENGER ASSOCIATION
SEGMENT ASSOCIATION
19
You can also use shortcut through smart tab with name APIS under your PUBLIC smart
keys.
CONFIRMED SEGMENT
WAITLIST SEGMENT
WAITLIST (HOLDING NEED)
WAITLIST (FOR SEGMENT IN TST)
SCHEDULE CHANGE
RECONFIRMED
CONFIRMED FROM WAITLIST
UNABLE TO CONFIRM
UNABLE, DOES NOT OPERATE
UNABLE TO ACCEPT SALE, HAVE WAITLISTED
SEGMENT CANCELLED
NO ACTION TAKEN BY AIRLINE
CONFIRMED
PASSIVE SEGMENT
GHOST SEGMENT (FOR PRICING ONLY)
20
Action
Split Passenger Number 2 and 4
Received From
File Split
Received From
End & Retrieve
=
=
RTAXR
RT2 (No. from List)
AMADEUS QUEUES
Entry
SP2,4
RFPAX
EF
RFPAX
ER
QTQ
QT
QS8
QN
QD OR IG
QI
QE50
QR12
QA50C3
QAC50C2-3
QK50
QAQ50NAME
QAN50
QAN50C1NAME
QAN50C1
QC50CE
QS50C3
QR70C2
QE/KWI1A0900/8C3
QE/KWIKT2269/97
21
22
FQDKWILON/ABA/D10OCT
ROE 0.280524 UP TO 1.00 KWD
10OCT12**10OCT12
/BA
KWILON
/NSP
;EH
/TPM 2894
/MPM 3672
The following table explains the items in each column for second part of fare display requested
for city pair showing from lowest to highest:
COLUMN
LN
FARE BASIS
OW
KWD
RT
B
PEN
DATES/DAYS
AP
MIN
MAX
R
DESCRIPTION
Line number
Fare basis
The fare basis code can give you information about the type of fare, type of
passenger, class of travel, minimum and maximum stay, reservation restrictions,
seasonality, and days of travel.
One-way fare amount
Currency code
Round trip fare amount
Booking class (Reservation Booking Designator)
Note: A plus sign (+) indicates that more than one booking class applies. Use
FQS to obtain more information.
Penalty information.
Note: To see more penalty information, use FQN to check the fare note/rule. For
fares in markets that are not automated, this is always a plus sign (+).
The display contains up to two lines of date /days restrictions.
Advance purchase requirements
Minimum stay restrictions
Maximum stay restrictions
Routing information.
If you see a + sign in the routing column, use FQR to see further
information related to routing.
Amadeus Basic Reservation & Ticketing Manual
23
FQDKWILON/AKU/R,-CNN
FQDKWICAI/AKU/R,-IN
FQDKWICAI/AKU/R,-ZZ
FQDKWILON/ABA/IR/D15AUG12
/R,01JAN12
CURRENCY CONVERSIONS
FQC37.87NUC/KWD
FQC10.000KWD/NUC
FQC100.00USD/KWD
FQC100.00USD/KWD/15DEC11
ITINERARY PRICING
FXP
FXT3
FXT4/P1
FXT4/P2,3
FXT1/P1,3//5/P2
FXP/P1
FXP/P1,2,5
FXP/P1-3
FXP/INF
24
FXP/PAX
FQQ3
TQT
TQT/T1
TQT/T2
INFORMATIVE PRICING
Below entries can be used to price itineraries without completing the process of PNR. Fares can be
quoted to class booked, child, infant and best available fares
FXX
FARE QUOTE WITHOUT TST
FXX/S2,3
FOR SPECIFIC SEGMENT
FXA
BEST AVAILABLE FARE
FXR
BEST AVAILABLE FARE AND REBOOK THE CLASS
FXA/KC
-BUSINESS
BEST AVAILABE FARE FOR CABIN
FXA/KF
-FIRST CLASS
FXX/RCH
FARE QUOTE FOR CHILD
FXX/RIN
FARE QUOTE FOR INFANT
FXP
FPCASH
FM0
FVKU
RFS;ER
TTP
TWD/TKT229-1234567890
Display a TST
Display a TST number 2
Display E- ticket record from PNR
Display E- ticket record from PNR referring specific FA or FHE
element. (L6)
Display E- ticket record using ticket number outside PNR
STEP 1.
STEP 2.
TWD/L6
OR
TWD/TKT125-1234567890
TWX
25
AIR PNRs
Name Change
Do not use fictitious passenger names or speculative segments to block space to facilitate
future booking requests.
Ensure passenger names are identical to travel documents and passports, including complete
first names in order to avoid confusion and possible duplicate bookings.
Please check GGPCALNCC and also GGAIRXX (or direct with the carrier) for name change
policy and to gain name change authorities for each carrier in the PNR.
If you require the Amadeus help desk to make the modification please add the following RM
to your PNR and then contact the Amadeus help desk: "PLEASE CHANGE NAME OF
PASSENGER SMITH/MICHAEL MR TO SMYTH/MICHAEL MR. I HAVE AUTHORITIES FROM
ALL AIRLINES IN THE PNR. THANK YOU ABC TRAVEL."
Amadeus will not be held responsible for any cancellation of bookings by the airlines, as a
result of illegal name change.
Flight Segment
Do not cancel an HL ( Waitlist ) segment and rebook the same flight as HK ( Confirmed ) in one
transaction as it may cause confusion and reject in the airline's system. It is recommended to do
this in 2 separate transactions.
Do not cancel and rebook segments for the purpose of extending the airline's Ticket Time
Limit ( TTL ) as it is considered system abuse by carriers and may result in a PNR cancellation
by the carrier.
When making last minute bookings or changes ensure Record Locator Return in the PNR and
ticket numbers are present prior to the flight going under airport control (depends on airline
access level)
Do not create passive (PK) segments unless there is genuine need for ticketing, to prevent
passive segment charges from airlines.
Do not modify segments when PNR is localized or taken over by airlines. You must contact the
airline directly for any modifications.
Do not create multiple trips in the same PNR as it may be considered a duplicate booking in
the airline's system.
Do not override Minimum Connection Timing warnings at time of ET. Look for alternative
connections instead.
Never rebook a flight which has already been rejected as UN, NO or UC status. If an airline has
rejected the segment to you once they are not obliged to send a second rejection to the same
segment.
Limit the number of waitlist segments of same sectors for same airline to avoid confusion in
airline systems.
Delete (DL) rather than cancel (XE) all inactive segments with status codes HX/NO/UC/UN.
26
PNR SPLIT
Do not make any modifications to a PNR in the same transaction as a split.
Ensure you have received the RLR from airline after split prior to modifying.
If RLR is not received contact your local Amadeus helpdesk.
Duplicate Booking
Please ensure that no duplicate bookings are already created for the same passenger and
itinerary.
Verify passengers name by RT/PAX NAME before creating a new PNR to avoid
duplication.
It is recommended to query your customers if they have already made a booking
elsewhere before commencing your PNR.
Cancel all duplicate bookings BEFORE commencing your PNR rather than after to avoid
the cancellation of your own PNR in the airline's system.
All multiple bookings where it seems impossible or unlikely that the passenger takes both
flights may be considered as duplicate in airlines systems.
PNR Reuse
Do not re-use an inactive PNR which has expired or has been cancelled for any reason (i.e.
expired TTL, no-show, segment flown, etc).
Instead, you may use the RRP entry to copy the passengers data to create a new PNR. For
more details refer to our help page >HE RRN.883
27
Direct Access
Use the Direct Access availability display to book a seat on the airline participating in
Direct Access (*) level. The seat is guaranteed upon End Transaction (ET).
E.g. 1XXAD 24MAR KULJKT (XX two letter airline code)
Please refer to HEDIRXX to see the functions supported by these airlines such as
Availability, Schedule, Seat Map, Flight Information, Fares, Secondary PNR display and
Miscellaneous.
Standard Access
Do not use SB entry to rebook flights originally booked in Standard Access. Cancel and
rebook in 2 transactions is recommended.
The seat will be guaranteed 12 hours after bookings were made. The airline may have the
rights to Reject Sales with status code -US- within 12 hours. Refer to GGPCAXX for access
level.
Passive Booking
Ensure that name and flight details exactly match the airline's PNR.
If you wish to cancel the live booking you will need to contact the airline office, not just XE
the passive segments.
Test Pnrs
Do not create test PNRs only for pricing purposes. Instead you can create PNRs with GK
segment or use the Amadeus pricing by mask functionality (FQP/S option)
E SUPPORT CENTRE
The Amadeus e-support centre provides a single access point to a range of information and
services such as troubleshooting and self-learning articles, real-time alerts, tips, product news
and rollouts, and documents. This self-service web-based support tool is designed specifically for
travel agents. It is accessible from the Amadeus selling platform, or from your web browser. To
access Amadeus e-support centre from Amadeus Selling Platform, select the Amadeus e-support
Centre smart Tab