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Complete Corporate Agent Training with additional support functions

Navigating Work Areas:

Move cursor to Window 2

Redirect Apollo response to Window 2 Print active window

Print all windows

Zoom window

Reset the keyboard

Clear the entire screen

Clear the active window

Replay last typed commands

Change to Screen B

Move up

Move down

Move Top

Move Bottom

Display all work areas

News I Enhancements I Info I Mise:

Front Page News Daily News

HELP

Enhancements Geography Atlas Closest airport to a city

Airport or City, using secondary letter E Local Time

Weather

Airline Briefings Calculator functions

Show the air miles between cities Show the air miles between cities Show FQTV miles between cities

CTRL + 2 ALT+2

CTRL +B or FILE - PRINT ACTIVE CTRL + X or FILE - PRINT ALL CTRL + Z

CTRL+R

CTRL + S

CTRL+W

CTRL + up arrow

SB

MU or PAGE UP or MU# (MU12)

MD or PAGE DOWN or MD# (MD10) MT

MB

OP/W*

S*TLQ/FPNEWS-151'viA Y S*TLQ/NEWS-15MA Y HELP NAME or HELP N:

HELP ENHANCE S*MAP / state or country S*rviAP /OHIO-SSSS S*MAP /OHIO-SSSS.NE DLTIYO

S*WEA/

S*UAB/ or on the internet

Addition XXl00+S0

Subtraction XXi 00-50

Multiply XXl00*50

Divide XXl00/50

Total Fare XXSOOB

Base Fare XXSOOT

DMP - shows all cities in the pnr DMPFLLMIA

M*CLEDEN

Recorder:

To turn on the recorder all entries - CTIU"-O To turn off the recorder - CTRL-O

To play back all your entries you just recorded - CTRL-K

ENCODE:

Airline

Similar Name List City or Airport Country

Hotel

Car

S* AIR/UNITED SL*1

S*CTY /PORTLAND S*COU /BRAZIL S*HTL/RITZ CARLTON S*CAR/NATIONAL

DECODE:

Airline

City or Allport Country

Hotel

Car

S*AIR/UA S*CTY/TPA S*COU/GRGR S*ITfL/EM S*CAR/ET

p Programmable Keys: Alt-C, K Building our own P-Keys Changing out own P-Keys Keeping certain keys standard

Using out P-Keys as a reservation checklist

** See REFERENCE SHEET - DIRECTRAVEL Standard Pro

s **

Basic PNR Elements - these are needed to complete any PNR in Apollo:

P - Phone Field P:NYCB/201 847-2163

R - Received From Field RJOHN SMITH#ER

I - Itinerary Segments l\ir, Car, Hotel, Limo, Tours, etc.

N - Name Field N:SMITH/JOHN*123456

T - Ticketing Fields & Stored Fares T:TAU /15MA Y /ETKT and T:$B

III Profile Usage & the need for standardization:

NOTE - The majority of our traveler profiles are now being built online by the travelers themselves. If the corporate client utilizes DLNG (Direct Link Next Generation), they build their profile in DLNG and it copies into Apollo in the DIRECTRA VEL Standard format. If the corporate client does not utilize DLNG, their profiles are built using Internet Profile Manager. Again the proftle that they create copies into Apollo in the DIRECTRA VEL Standard format. There is a link to both of these sites on "\vww.DT.COJVI If you need a profile added for a new traveler, you are to send an email to support@DT.COlvi with the travelers FULL NAME and Email address. Someone from our support team will send a User Name and Password either back to you or directly to the travel. Travelers should also be making any changes to their profiles online. They must SAVE the changes 011 either system before the updates will appear in Apollo.

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IvlAR - Main Area of Reference BAR - Business Area of Reference

S*

S*BARtitle

S*ALCA S*PCC/ALCA SLB

S* ALCA -SMITH S*PCC/ALCA-SMITH

If accessing a BAR from a different pseudo city List all BARS in a pseudo city

PAR - Personal Area of Reference S*BARtitle-PARtitle

If accessing a PAR from a different pseudo city PCC = Pseudo city

Find a PAR without a BAR, same pseudo city S*XX-SMITH

Find a PAR without a BAR, different pseudo city S*PCC/XX-SMITH

List all PARS in a pseudo city under a BAR SLP /BARNAME

List all PARS under a BAR to find a specific name SLP /BARNAME-xxx

(This will display a similar name list for you to choose from)

Profile lines coded with a Y Always move into every pnr

Profile lines coded with an 0 Can be "optionally" moved into a pnr

Profile lines coded with an N Can never be moved and are information only

View profiles that were moved into a pnr *PA

Redisplay the last profile accessed S*R

Redisplay the last BAR S*B

Redisplay the last PAR S*P

View only C coded lines in a profile S*R.C

DIRECffiAVEL PROFILE & PNR STANDARDIZATION PROCEDURES - Agent Management Console lie Folders - Knowledge - Standardization Packet - ATTACHED AS REFERENCE

Informational Profile - S*Kl'\f9 / .AA, S*KN9/DL EXCHANGE, S*KN9 / AIRLINES

** See REFERENCE SHEET for DIRECTRAVEL Infonnational Profiles **

To Move A Profile:

Select Move from a BAR Select Move from a PAR

MV /#*TIFFANY Q/KN9/80 MVB/S/#3#5#8 MVP/S/#10#15#22

Part of a Directravel Direct PNR: t Name:

To View:

*N

To Enter: N:SERVISS/TIFF ANY

To Change: CN:SERVISS/TIFFANY MS

To Delete: C:IN:

NOTE - DIRECTRA VEL policy is 1 person per pnr, if you have to book multiple passengers on the same pnr, you MUST issue separate invoices, one for each person

CD Statement Information:

To View:

To Enter:

To Change:

To Delete:

*N N:SERVISSjTIFFANY*123456-11 C:1N:*123456-11

C1N:*

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II Phone:

To View: *PP

To Enter: P:EWRB/201 847-2163

To Change: C:2P:EWRR/973 555-1212

To Insert: /1P:EWRR/973-555-1212

To Delete: C:2P:

AS Agency Phone B

R - Residence/Home Phone

C - Cell Phone F Fax Number

NOTE - Generally, only the first three phone fields transmit to the airline, make sure if they have a cell phone that it is one of the first three phone fields.

Business Phone

~ Delivery Address: (Left hand window envelope)

To View: *PD

To Enter: D- D l1illCTIli\ VELD 860 Wyckoff AveliMahwah NJ 07430

To Change Entire: C:D-DIRECTRAVEL[l860 Main AveLJMahwah NJ 07430

To Change Specific: C:D-21J900 Main Street

To Insert a Field: C:D-/OflDclivcr to Horne 18MAY

To Delete: C:D-

~ Corporate Headquarters or Agency Address: (Right hand side of invoice)

To View: *PW

To Enter:

To Change Entire:

To Change Specific:

To Insert a Field:

To Delete:

W-DIRECTRAVEL[]860 Wyckoff Avel]Mahwah NJ Z!07430 CW-DIRECfRAVEL[l860 Main Ave!JMahwah NJ Z!07430 C:W-20900 Main Street

C:W-/ODnew info

C:W-

if""'''-i Form of Payment: (F-) To View:

To Enter:

To Change:

To Delete:

*T

F - AX3 7 0000000000028 /D020S C:F- VI 4828000000000000 /D0603 C:F-

Guaranteed Payment for air D:3SSRGUARZZNN1VI444444444444444/D0306/LISA LEE

ZZ = the airline receiving the payment FOP verification, applies to AF when FOP errors at time of ticketing

o :3SSRPO IDAFNNl /N1 / CCAX370000000000028

AX - American Express

VI Visa

Credit card codes:

CA DS

Mastercard Discover

aCJ Ticketing Date: (TAU) To View:

To Enter:

To Change:

To Delete:

*T T:TAU/15MAY/OKTO.TKT C:T:TAU/1SJUN/ETKT

C:T:

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Ii Received Field: (R:) To View:

To Enter:

To Change:

*C

R:caller name/ caller phone CR:new info

i Stored Fare:

To View:

To Enter:

To Change:

To Insert an Item:

To Delete ALL:

*T

T:$B or if using a PrivateFare: T:$B-VTS C:T:$B or if using a PrivateFare: CT:$B-VTS CT:/IT123456

xr

To Delete from multiple: XT2

NOTE - Commission is found in S*KN9jXX XX=the carrier code. There are some airlines giving DIRECTRA VEL commission on domestic flights. Always check the BAR before storing your fare.

~ OSI Messages:

To View:

To Enter:

To Change:

To Delete:

(Sends Message to the Airline, no action needed - Info only) *PO

U:30S1 ALl FREEFORlvf TEXT c.i 0:30SI UA FREEFORlvf TEXT C:l0:3

~ Special Service Requests - SSR: (Sends Message to the Airline - An Action is Required of Them OR we are sending information they need to see pertaining to the pnr finalization, ie: ticketing info)

To View: *PS

To Enter: U:3SSRTKNM 0057798123456

To Change: C1 0:3SSRTKNM 005123456789

To Delete: C2D:3

Change Status: C3[j:3.XX

See HELP SSR for specific formats

Guaranteed Payment for air - D:3SSRGUARZZNNIVI444444444444444/D0306/LISA LEE Z'Z: = the airline receiving the payment

FOP verification, applies to AF when FOP errors at time of ticketing ll :3SSRFO IDAFNN1 /Nl / CCAX3 70000000000028

~I Special Meals Requirements -

To View Passenger Meal Preference *PRL\1

Request meals for each air segment U:3special meal code/Sl ex: O:3LCML/Sl

Request meals for all air segments D:3LCML/S1A

See HELP SSR-MEALS for a complete list of codes

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r~ Qualified Remarks: (Passenger Remarks)

SEE REFERENCE SHEET FOR QUALIFIED REMARKS

To View ALL:

*PR

To View C lines only: *PRC

To View Multiple codes: *PRC/H/M

To View C lines and Car Segments: *PRC#IC

To Enter: D:5HDA/Recapped Air Res w /Pax

To Change: C1511:5H[jA/Recapped Air Res w/John

To Insert: /3D:5HDF /REMARK TO BE ADDED

To Delete: C15D:5

To Delete a Range: C:I0~150:5

~ Reporting/Ticketing Remarks:

To View: *PT

To Enter: T-S2-123456

To Insert After: /OT-CA-888[j9876543

To Change: C2T-S2-987654

To Delete: C:2T-

DIRECTRAVEL STANDARD REPORTING TICKETING REMARKS:

1. Branch and Account Number T-CA-111[] 121087

(Must always be on line number 1)

2. Booking Agent Number

3. Faring Agent Number

4. Fare Savings Code

5. DLNG customers

T-*BAxx T-FA-xx T-*FSX300 T-S2-X

There may be additional requirements specific to your accounts.

W Customer Number:

To View:

To Enter:

To Change:

To Delete:

*PC C-323100 CC-323101 c.c

iII Branch / Account #'s:

To View:

To Enter:

To Change:

To Delete:

*PT (always on line 1) /OT-CA-323Q323100 C:IT-CA-323[1323200 C:1T-

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[] Agent Numbers:

To View: *PT

To Enter: T-FA-E6 and T-*BAE6

To Change: C:3T-FA-X6 or C:3T~*BAX6

To Delete: C:3T-

NOTE - Agent numbers are never changed. If a ticketing date expires and you must create a new pm, you are to use the ORIGINAL AGENT~s numbers in the pm, NOTyoUf own.

Fare Savings:

Must enter a fare savings code and amount format for all air bookings. To enter a fare savings: T-*FS code amount ex: T-*FSN525 Reference - S*15J3/SAVINGS

** See Reference Sheet for the Fare Savings **

~ Post Script:

To View:

To Enter:

To Change:

To Delete:

m Seats:

To View Preferences To View Seat Map:

To View Code-Share Map:

To Enter:

To Change:

To Delete Specific:

To Delete ALL:

To View Assigned Seats:

*R

PS-PAX WILL CALL BACK TO TKT C:PS-PAX CLD TO REQUEST ETKT CPs-

*PRS 9V/Sl

9V /US123Y15NOVEWRPIT 9S/S1/15F

9C/Sl/13A*15F

9X/Sl

9X

9D

HELP 411 ~ Can assist with seat assignments for carriers that participate in the Apollo Boarding Pass Issuance. Check first S*AIR/xx (xx=carrier code), if the SEATS/BOARDING PASSES line says (YES) you can request your seat confinnationvia the queue. If the SEATS/BOARDING PASSES line says (NO), you must call the carrier for seat confirmation, Make sure yout request appears in the 9D display and queue the pm to QEP /TLQ/21. This can only be done at least 4 hours after the last seat modification was done.

!f::, Frequent Flyer Numbers: (Mileage Plus)

To View: *MP

To Enter: MP*C0123456

To Delete Specific: T'viP /X/*CO

To Delete ALL: MP/X/*ALL

To accrue on another carrier MP*UXX1234567

X..c~ = the airline that will get the mileage credit for the trip

FQI'V mileage M*citypair

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l~ Itinerary Remarks: (Associated - RMA - will print after the associated segment)

To View: RM*

To Enter: RMA1:Seat Will Be Confirmed At Au-port

To Change: Rlv1C:l:Seat Is Confirmed as lSF

To Insert: RM/2:FREEFOR.c\1

To Delete: RMC:l

~ Itinerary Remarks: (Unassociated - RMU - will print at the bottom of the invoice, there is a standard list of RMU'sthat can be used S*15J3/RMU, then MVB/S/#10#12#15 select the specific numbers to be moved into the pnr)

To View: R.c\1*

To Enter:

To Change:

To Insert:

To Delete:

RMU:1bank you for booking with DIRECTRA VEL R.c\1C:4:Thanks for using DIRECTRAVEL RM/2:FREEFOl~\1

R.c\1C:4

~ Canned Remarks:

r =S=E=E=R=E=F=E=R=E=N=C=E=S=H=E=E=T=F=O=R=O=F=F=IC==E==SP=E=C"""'I=F=r"""\l

To View Words:

To View in PNR:

To Enter into PNR:

To Change:

To Delete:

RPFD/RMKS *PT

T-CR-Ol D02D03 C:4T-CR~24001 002003 C:4T-

i Service Fees: (Vantage will automatically add *PRM lines explaining the service fees to be charged - these formats are for service fees already processed)

To View: *PT

To Enter: T-SF-2S.00/CC

and T*SF-DAROJZ96.S0T-S147699037

To Change: C:ST-SF-30.00/CC

or *SF-oARCaZ96.50T-8147699037

To Delete: C:5T-

NOTE - Service fee lines MUST be removed if you are issuing a new ticket in the pm or processing an exchange. The Automated Service Fee script MUST be rerun if a new fee is to be charged. - SEE SEPARATE HANDOUT FOR SERVICE FEE PROCESSING INFOfuV.lt-\TION

** REFERENCE SHEET for Display Specific Pnr Elements **

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DIRECTRA VEL EMAIL / FAX FORMATS:

To View:

To Enter Email:

Multiple Emails:

D:5ENlAIL ]SMITHDDT.COMD 0 .MSMITHDD'I.COM

To Enter Fax: D:5FAX/201 555-1211 ATTN JACK

Special Characters: S*H51/ENlAIL

Queue for Processing: QEP /93N /93*CFX#yout queue category CFX

*PR or *PRE - look for D:5ENlAIL line o :5EMAIL JSMITHQDT.COM

ALTERNATIVE EMAIL :e.ROCESSES IF VANTAGE IS SLOW or D~

Apollo Viewtrip website: http://w\vw.viewttip.com

They. need to input their last name and Apollo . record locator. to view. their. itinerary, Etkt and Invoice on this website. It can be printed or downloaded into a Palm Pilot or similar device. There is no paper t.rail in Apollo showing that a client was given the website to view their itinerary /invoice. You may want to document the pm.

Apollo Itinerary Capture:

On your Apollo window select - Companions Then select ~ Relay

Then select. - Itinerary

In the FORMAT box - select Itinerary (NEVER use Invoice) In the DESTINATION box - select E1'IAIL

Then click on the CAPTURE button

Yout email program will open, and the Itinerary or Invoice will be captured into a New Email. Input the travelers email address and SEND the email.

j Custom Checks:

RULE RULS RULA RUL*PNR

to view any edits that. need attention to Suspend rules temporarily

to reactivate rules that were suspended

to view the rule records att.ached to a pnr

End Warning End Mandatory Ticket Mandatory

warning something needs to be done, end twice to bypass information MUST be input before End Transact information MUST be input before Ticketing can be done

CAR RULE:

D:5HDC/NO CAR xxx O:5HOC/CAR xxx OK

(Every pm must. have a car booked or this remark with city code)

HOTEL RULE:

D:5HDH/NO HTL xxx []:5H[]H/NO HOTEL xxx 1]:5HDH/HTL PENDING xxx O:5HOH/HTL xxx OK

(Every pm must. have a hotel or a remark with city code)

(Every hotel must have an RMA explaining cancel policy, RMA must begin with the word HOTEL)

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TAU RULE:

Must always have a TAU format, not. T:T/, unless

111.e passenger has already begun to travel, then change the existing, T: line to read C:T:T/-QSB29AUG06 (29AUG06 is the date the original ticket was issued)

rules need to be suspended.

AIR RULES:

Aeromexico - rebook if possible as Delta Singapore - rebook if possible as Delta

SEAT RULE:

Every flight segment must have a seat or an Ri\iA.

TICKETING RULE:

Must have a "PNR OK AT" remark from Vantage before tickets can be issued

+ Air:

Encode A City - S*CTY /ROCHESTER Decode A City - S*CTY /ROC

Find a City in a State - S*I'vLAP /NEW JERSEY-MMMM

Find a city using secondary qualifier - S*I'vlAP /NEW JERSEY-MMMM.NA Find a City in Canada - S*IVlAP/CANADA-CCCC

I PARTICIPATION SYMBOL! KEY ATTRIBUTES I
LEVEL
Inside Availability # • Availability reflects actual carrier inventory
• Segment is automatically sold through the inside link
UA/CO III Asterisk (*) appearing at end of sold segment, guarantees
the sold segment
! • Carrier returns an acknowledgement
I
Last Seat Sell * • Availability reflects last seat in actual carrier inventory
• Segment is automatically sold through the inside link
(AS) • Asterisk (*) appears at end of sold segment, guarantees the
,
, sold segment
i Carrier reduces seats in Apollo as sell entries are made

• Carrier returns acknowledzement
Display Option 0 I Carrier's database is available through Apollo using LDxx/
III
(EG- III Carrier does NOT guarantee seats unless sold through the I
NRT/TPE) L[]xx/ inside link
Positive Acknowledgement Iii Carrier returns a record locator to the pm AFTER end
I (EL NRT- transact !
• CAUTION - Apollo recommends selling these carriers by I
TPE) requesting the seat on a need basis (NN). This means
after you 01 Y1 and the segment appears as SSl, change
segment status to NN using .1NN - This will generate the 10

message to the carrier as a REQUEST that they will reply I
to. You MUST follow up on these segment to ensure they !
are confirmed
Non- Link Vendor N/A • Carrier does NOT send an lJNABLE message if seats are
I
NOT available
(FL-EWR- e CAUTION ~ Apollo recommends selling these carriers by
ATL) requesting seats on a need basis (NN). This means after
you 01Y1 and the segment appears as SS1, change
segment status to NN using .1NN - This will generate the
message to the carrier as a REQUEST that they will reply
I to. You MUST follow up on these segment to ensure they
are confirmed BIASED A V AILABILI1Y DISPLAYS -

NOTE - Effective June 2006, DlRECTRA VEL has elected to Bias our availability display to remove non-preferred carriers from our displays. Biasing will be seen once a BAR has been moved into a pnr. To specifically see non-preferred carriers, you will need to request them specifically. A23 JULLGAMIA# AA

Basic Air Availability - A15MA YEWRORD6A

Basic Air with nonstop/direct flights only - A15:t\1A YEWRORD7A/D Basic Air with multiple airports EWR and ORD -A15MAYEWR.ORD.8A Air Availability with an airline - A15MAYEWRORD6A#AA

Direct Connect Air Availability - LOAA/ A 151YfA YEWRORD6A

Class of Service Direct Connect Availability - LOAAJ A/T /15i\fAYEWRORD6A Display a flight schedule for Ticketless Carriers B6 or WN - S/15j\fA YISPBWI#WN

SCHEDULE FROM AVAILABILITY - S/ A#B6#WN (city pair must match exactly, DFW vs DAL) More availability - A *

Previous screen - A-

Redisplay original response - A *R Change departure time - A*3P Change date - A *17l'v1A.. Y

Opposite (return) availability - A *018MA Y2P Specific carriers (max. 3) - A*#AA.CO Exclude carriers (max. 3) -A*-DLUS

Last viewed response - A *C

Non-stop / Direct only - A*D

Redisplay ALL carriers after viewing specific - A#YY

Selling from an air availability display - 01 Y1

Selling a connection in same class of service 01 Y1 * Selling a connection different classes of service 01K1 Q2 Sell a waitlist from availability - 01 Y1LL

Sell a connection waitlist from availability - 01 Y1 Y2LL

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NOTE - Explain MARRIED LOGIC

Changing the class of service on a segment - Xl/OW or XA/OW

Change the date of a flights - Xl/01SMA Y 151iA Y would be the new date needed Cancel a flight segment - X1 or XI

Long-Selling - OAA123Y15MAYEWRORDNNl Waitlisting - OAAJ23Y15l\L\ YEWRORDLLl Waitlisting UA only - OUA123Y1SMAYEWRORDPBl

Passive - OAA123Y1Sl\L\YEWRORDGKl or OAA123Y1Sl\lAYEWRORDBKl OPEN segment - ODLOPENY15MAYLGABOSNOl

HELP 411- Can assist with flight confirmations for non-participant carriers that are not responding to flight confirmations in Apollo. If the flight is not confirmed, wait 24 hours and queue the pm to

QEP /TLQ/22, they will contact the carrier and try to confirm the flight.

Flight Status/Info - FUFO - F:AA123 or F:AA123/15l\L\Y Inflight Services - *SVC

View Itinerary Times - VITAC886

View Itinerary Times, other than today - VITAC886/18M.A Y Airport Status - entire US au-port system - F:DPAM

Specific Airport Status - F:DP AMLGA

MINIMUM CONNECTING TIMES:

FILL- IN FORMAT FOR SPECIFIC CITY

EXCEPTIONS DOMESTIC TO INTERNA TI~ TIME EXCEPTIONS DOMESTIC ONLY

TIME EXCEPTIONS INTERNTL TO INTERNTL TIME EXCEPTIONS INTERl'\JTL TO DOMESTIC TIME EXCEPTIONS DOMESTIC TO INTL BA ONLY

DCT

DCTPDX DCTLGA-DI DCTDEN-DD DCTLGW-II DCTSFO-ID DCTJFK-DI*BABA

FARE AND SCHEDULE DISPLAY:

NOTE - applies only to US, Canada, Puerto Rico and US Virgin Islands

Availability and lowest available fare roundtrip AD15MAYEWRORD:R18MAY

With a specific carrier AD15MAYEWRORD7A#AA:R18MAY

One way travel only AD15l\1AYEWRORD:OW

Roundtrip with No Penalties AD15MAYEWRORD:R18MA YPEO

One way with No Penalties AD 151iAYEWRORD:OWPEO

Opposite availability A *0

Opposite availability with new return date A *020MA Y

Opposite availability with specific carrier A *O#UA

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CANCEL; IGNORE; INSERT; RESEQUENCE:

Ignore a transaction Ignore and Retrieve Cancel a flight, segment 2

Cancel a flight and rebook new class Cancel a flight and rebook a new date Cancel two flights simultaneously Cancel a sequence of flights

Cancel a flight and resell from availability Cancel a complete itinerary

Cancel and rebook all flights in Y

Insert and ARNK

Insert after segment 1

Insert an AR.c"'\JK after segment 2

Insert a segment at the beginning of the itinerary Move segments within the pm

I - must enter twice to confirm IR

X2

X2/0Q

X1/01S.MAY

Xl#2

Xl-3

Xl/01Yl

XI

XI/OY

Y

/1

/2#Y

/0

/1/4

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$ Tariff Displays:

Basic Tariff - $DEWRORD15MA Y-NLX (shows all carriers low to high fares) Military Fares - $DEWRORD15M1\ Y-MIL

Specific Carrier - $DEWRORD15MAY#UA

Only non-penalty fares - $DEWRORD 1 5 M.A. Y#CO /PEO

Validated Tariff - SDV15MAY18M1\YDENMIA V alidated Tariff - $D V15I\1J\ YD ENMIA

Business class fares - $DJFKSFO#UADC First class fares - $DJFKSFO#UA[]F

$ Tariff Rules:

Display rules for fare on line 2 of tariff display View a rule Category from the rules display View multiple Categories simultaneously View ALL Categories

View a Rule Summary from the tariff display View multiple Categories from a Summary Redisplay rules summary, fare rule or tariff display Display tax breakdown from a tariff display Display routing from a tariff display

Display routing for a specific connecting city

$V2

$V / 16 (category 16) $V /16#10#2 $V/ALL

$V2/S $V/CHG#DAY *$V

$T4

$LR3

$LR3/DEN

$ Pricing:

Price Itinerary as is - $B

Price Itinerary at the Lowest Available Fare - $BB

Price Itinerary at the Lowest Fare (whether available or not) - $BBA Price Itinerary and RESElL flights at the Lowest Available Fare - $BBO Price Itinerary without any penalties - $BBPEO

Price Itinerary using a privatefare code - $B-code

Understanding Fare Basis Codes - KE21NR

-K Class of Service, Excursion Fare, 21 Days Advance Purchase, Non-Refundable

$ Fare Rules from a $B or T:$B:

Display rules for a fare quote

Display rule category from rules Display rule summary from fare quote Display rule category from summary

$V:

$V:/16

$V:/S $V:/cHG#ADV

14

STORE THE PRICE IN THE PNR:

NOTE - DIRECTRA VEL policy is to issue separate Etkts whenever possible. Do not interline tickets unless you have to because of the fare OR if the client pays a service fee for each ticket issued

View airline E-Ticket information DTET

E-Ticket interline agreements DT /IAT /D ISxx

Paper Ticket fees S*I-CC~9/ AA EXCHANGES

Store the fare without modifiers T:$B

Store with an account discount code T:$B-ACCT

NOTE - You can not add additional carriers to any ticket where we are using a discount contract unless the contract specifies that other airlines can be included.

Namefield T:$BNl or T:$BN1-l

Segtnent Select T:$BS1#2

Passenger type code T:$B*SRC (Senior Fare)

PCT in Apollo will provide you a list of applicable Passenger type codes to use

No penalty fare T:$BPEO

Ticket Designator T:$BGTDxxxxxx

Endorsement Box T:$BGEBVALIDDUAOONLY#EBNONDREFUND

Multiple G modifiers T:$BGTDxxxx#EBVALIDDUAOONLY

Tom code T:$BITcode

Form of payment T:$BFAX370000000000028#1208

Commission percent T:$BZ10

Commission dollar amount T$BZ$25.00

Validation carrier T:$BCDL

Paper Ticket override T:$BPT

Fare Unable (Hotel or Car only pnrs) TUNABLE

Combining modifiers T:$BITcode/Zl0/CDL/PT

Cancel a single ATFQ line XT

Cancel the 2nd A TFQ line Xf2

Insert a modifier into a single ATFQ line CT:/IT98765

Insert a modifier into the 2nd ATFQ line C2T:/Z$25.00

Delete a modifier from a single ATFQ line CTZ (will remove previously stored commission)

Delete a modifier from the 2"d ATFQ line C2T:IT (will remove previously stored tour code)

MAINTAIN A STORED PRICE Before ticketing, verify the fare After ticketing, Retain the fare

View the Linear Fare Quote

Cancel a stored fare

Cancel the 2nd stored fare

T:V T:R *LF XT XT2

15

End / Ignore / Retrieve:

End the PNR:

End and Retrieve:

Ignore the PNR:

Ignore and Retrieve:

Retrieve by last name:

Retrieve bv date and name:

.

Retrieve by record locator (all branches):

Retrieve by name for all branches:

Retrieve from a specific branch:

Retrieve all names beginning with MC:

Show air segments only in the pnr:

Show car segments only in the pnr:

Show hotel segments only in the pm:

E

ER

I

IR **-SMITH

**1 5 MAY-SMITH *ABCDEF

**B-SMITH (does not include affiliated agency pnrs) **I<.c"l\f9-SMITH

**-MC*

*lA

*IC

*IH

16

~ Cars:

NOTE - Car vendors that provide instant confirmations - CARS will be confirmed when you book the segment, NOT when you END the pm. If the traveler changes their mind during the booking process, you must CANCEL the segment. IGNORING, the pur, will NOT cancel the car segment.

DIRECTRA VEL 2006 - GENERIC CD NUMBERS DO NOT USE IF ACCOUNT HAS OWN:

Zl CD-T974400 ZD CD-X725817 ZE CD-7731 ZL CD-ll00000

Encode A Car Company:

Decode A Car Company:

Find a Car Company in a city:

S*CAR/AVIS S*CAR/ZI

CAIRO CHESTER or CAlROC

Car Location Index:

CAIROC CAITORONTO CAISEARS TOWER/ZE

Car Description:

CADZDROC

CADA3 (Column A Row 3 of availability) CADA3/CAR.S (viewing keyword CARS only) CADS2 (from a booked segment)

CADi (from line 1 of a CAl list)

CADZI (ove~all po~cy for speci~c company) . 7

CADZE/AGE#INS (Hertz policy for AGE and INS Keywords) ,

Car Rules:

CAVSl (from a booked Segment) - (with Rate Code only) CA VA 1 (from Availability line 1)

Car Types:

See Reference Sheet

Car Sell/Search Fields:

See Reference Sheet

Car Special Equipment Codes:

See Reference Sheet

Availability - Low-To-Hizh Pricing

~ View availability with an air segment: /1#CAL/CD-ABC123

~ View availability with an air segment, comparing rates for 2 CD numbers /1 #CAL/CD-ZE0007731#AL226157

~ View availability without an air segment:

CAL2JUN-4JUNJFK.CCAR/ ARR~9A/DT-9A/CD-ABC123

17

NON-AIRPORT LOCATION BOOKING-

1. First access the index for the city CAIROC

2. Determine which location you need to book - you need the line number to book

3. Use the CAL format to check availability CAL22115APR-20APR! ARR-9AIDT -6P

4. The sell from the Column and Row 01A2

5. ALWAYS add RMA's indicating the location address, phone number, hours of operation, etc.

Apollo will NOT print this on the invoice, it will default to the city code booked in the car segment For example, if you are booking something Non-Airport in the SFO area, the invoice will show SFO International Airport

UPDATE CAR AVAILABILITY

Update Pickup Date CAU07JUN

Update Pickup Time CAU07JUNI ARR~9A

Update Drop Off Date CAU-09JUN

Update Drop Off Time CAU-09JUN/DT~lP

Update Car Type CAUSCAR

Direct Sell with air segments

/1 #OCARZESCAR

Direct Sell with air segments and optional fields 11#OCARZESCAR/CD-A123457/SQ-NVS

Direct Sell without air segments (arrival and departure times are mandatory fields) OCARZDLAX2JUN-5JUNICARI ARR-7A/DT-IP

Sell Car from Availability

01A4

Long-Sell OCARZINNIEWR05JUN-07JUNICAR/AlUt-9.A/DT-9P/CD-123456/ID-ABC123/RC-BEST

Car Rate Rules -

Display rate rules from availability Display rate rules from segment

CAVA2

CAVS2 (only works with a rate code)

Car Modify-

jiiI Pick-up Date: ~ Return Date:

jiiI Pick-up & Return Date: ~ Times:

io'r Type:

CAM2D I 12JUN

CAM2D I -14JUN

CAM2D I 13JUN -15JUN CAM20 I AR1\ -630P IDT-5P CAM2T/CCAR

Car Cancel-

jiiI Cancel Segment 4: X4

HELP FOR CAR CONFIRNIATION PROBLEMS

1. Display the pm

2. Add a remarks field to the vendor; O:5ATTN HERTZ - PLEASE ADVISE CONFO NUMBER

3. QUEUE the pm to QEP I QF All *Cxx xx=the vendor code, in this case ZE for Hertz

4. Vendors will normally replay with confirmation the same day

18

~., Hotels:

Note - Many hotels now provide Instant Confirmations via Apollo. Please remember that once the segment is booked, the room is reserved. You must CANCEL the segment to cancel the reservation. IGNORING, the pur, will NOT cancel the hotel booking!!

To find chains using an all brand code DIRECTRA VEL Consortium rates ,,',vw.hickoryforhote1s.com

Apollo hotel image website

S*HTL/ ALL BRANDS []VTS#HFH

User name::: custom

Password = cts http://support.galileo.com/hotdimages !

BOOKING HOTELS IS A FOUR STEP PROCESS:

1. Access availability

2. Access complete rates

3. View the rules of the rate

4. Sell the room rate

HOA HOC",·:jf·

HOV OlINSIDEx

** See Reference Sheet for the Hotels **

n

i!r'EJ Vantage:

Vantage is our Automated Quality Control program. It has been customized for DIRECTRA VEL standards and client specific needs. All rules built into Vantage must be satisfied before a ticket can be issued. Each pm must contain the remark line "PNR OK" from Vantage before ticketing can be done.

CVG - Vantage

All pnts that have been sent through Vantage will automatically be placed on the queue category of *CVG for agent review. Vantage remarks will appear in the *PRlvf area of the pm. Any remarks with OPT- are friendly reminders and not error messages. These remarks will not prohibit a "PNR OK" or ticketing.

CWL - Waitlist

Anytime a waitlisted segment is present, Vantage places the waitlisted pm into a separate processing queue and will check for flight availability every 4 hours. If the flight is found to be available, Vantage will create a new pm with the confirmed segment, cross reference it to the original pm and place the waitlist pm in your queue category CWL

CDr - PNR Distribution

Vantage will distribute pms from particular queue categories that have been pre-determined. If a pm is distributed, it will be placed on queue category CDr.

19

CLF - Lower Fare Found

Every booked pnr is automatically sent to Vantage at End Transact. Vantage will continually review the pm until time of departure. If a lower fare is found, the pm will be placed on queue category CLF. Vantage remarks will appear in the *PRF area of the pm.

PNRS that are NOT worked for lower fares:

International pms

Pnr's containing a Savings Code - A, C, H, M, X or Y If the stored fare is less than $100

WN or other low fare carriers are present

CSS - Seat Clearance

Vantage can view seat maps 24 hours a day, seven days a week and try to obtain preferred seating for the traveler, when the preferred seat was not available at the time of booking. PNR's must be sent to a specific queue, requesting Vantage to attempt to change the missing / non-preferred seat. Before queueing to Seat Clearance, a specific format must be in the PNR.

Seat Clearance will check the queue every two hours and update the PNR with remarks in the *PRS field, noting that the program will start to search for the requested seats. The pm will be queued to the agents queue category CSS. If the requested seats are found, the pm will be updated again and sent back to the agents queue category CSS.

Queue for seat processing: QEP /93N/3*CSS

D:5S/SEAT-coding for seat required

N Non-smoking

1\ ~\isle

W Window

C Center

L Left side ~f standing in rear of plane looking forward)

R Right side (if standing in rear of plane looking forward)

F Forward

E B X G H D P

o

Rear Bulkhead Exit Row Wing Handicapped

Keep checking after departure of first air segment Preferred (FQTV must have preferred status) NOT

Example: []:5S/SEAT-NAFOG

Nonsmoke, Aisle, Forward, NOT over wing

F for FORWARD will keep changing the seat, if seating further forward than what was assigned becomes available. (If 37D is assigned and 25D becomes available, Vantage will change the seat. If 24C then becomes available, Vantage will change the seat again.

20

CFX - Faxes/Emails

Vantage will transmit itineraries via fax or email to the travelers. Please bear in mind the email has no cost attached and is also much faster than sending a fax. Email should always be used, unless the traveler specifically requests a fax.

Email format Q:5EMAIL TROBINSONQDT.COM

Multiple emails

[]:SEMt\IL TROBINSONDDT.COMD D .MSMITHDDT.COM

USE THE PILLOW PILLOW DOT COD.) TO SEPARATE THE TWO ADDRESSES.

Queue pm to QEP /93N /93*CFX#your own queue category CFX

If the email address contains any unusual characters, other than the @ Sign, please see S*H51/EMt\.IL for an explanation of the formats to use.

*PRRF will display the email processing remarks lines

TICKETING ENTRIES Ticket with an invoice Ticket first A TFQ line

Ticket second A TFQ line no car/hotel Ticket only - NO invoice

Itinerary with stored fare

Hotel/ Car only invoice

,

Hotel/Car only invoice

HB:

HBi:

HB2:SXl'lONE HB:DTDAD HB:DSD/GAR

HBDIDAD/SNONE (paper itinerary will print) HBDAD/SNONE (NO paper will print - acctg only)

VOIDING A TICKET

Void a ticket issued today RRVO /0011234567890

Void a ticket issued another day RRVO/0011234567890/01FEB

VOIDING SHOULD BE DONE VIA THE TICKETING SCRIPT

ELECTRONIC TICKETING INFORMATION:

View Airline E-Ticket Information:

E-Ticket Interline Agreements:

Paper Ticket Fees:

Add a Record Locator to ticket GK/BK space

Display E tickets in a pm

Display a specific E ticket file in the pm Display History of an Eticket file

Display by Ticket Number if a past date pnr Fill in Format to search for an unused ticket

DTET

DT/IAT/DISxx S*KN9/A.A EXCHANGES

RL:xx* ABCDEF xx=Airline Code

*HTE

*TE001'

*TEH *TE/0161234567890 *TE

21

ETKT STATUS CODES:

ARPT (BLANK) CLSD EXCH OPEN PRTD RFND SUSP USED UNVL VOID

AIRPORT CARRIER CONTROLLED UNUSED

CLOSED

ETEXCHANGE

UNUSED

PRINTED

ETREFUND

RESTRICTED USE

USED

UNAVAILABLE

ALL COUPONS VOIDED

$ Historical Tariff Display:

$DEWRLAX15JAN06T15DEC05#UAOQE7NR

$D city pair, travel date, T ticketing date, # airline code 0 fare basis

then use the rule formats above to view the rules for the fare basis on the date the ticket was issued

REFUNDING A TICKET:

To Process a Refund

HBRF0141234567890

Partial Refunds - You must complete a Partial Refund Request Form.

The form is only to be used for partial refunds. Process the refund request format through Apollo, then complete the form. FAX the form to the Accounting Department in the Taylor, P A office.

FAX number is 570-562-4225

10/4/06

When requesting a refund directly from an airline for tickets that are not refundable, please DO NOT process the refund through the GDS system. You must send the tickets directly to your accounting agent in Scranton and advise them thctc letter needs to be sent to the carrier. You must provide the accountil"lg agent With a copy of the PNR with the information documented and highlighted. Be sure to send your documentation with a refund log. If the refund is processed through the GDS system we will receive debit memos.

Thank you, Fran Scolaro ARC Manager Directravel 201-847-2241

email: fscolaroia)dt.com

22

!? Pricing Records:

IMPORTANT NOTE - Do not build your pricing record until the pm is complete. Any changes to segments within the itinerary will cause the pricing record to become invalid. You will need to cancel it and rebuild a new one. This includes adding a car or hotel after the pricing record is created.

To begin: HHFR (Heaven Help Price Record)

=Tab and enter the Fare Basis Codes per Segment and Value per Segment. If a connection, the Value will be 0.00 if the traveler is paying a Through Fare

--Tab and enter the NV13 (Not Valid Before) and NVA (Not Valid After) dates for each segment

--Tab and enter the Fare

=Tab and enter a "Y' in the DO Ti\XES APPLY? Box

--Tab and enter a "Y" in the F CaNST box if vou need to add a manual Fare Construction line

<

(This is not necessary for any internet boolcings, but is needed for DIRECTRAVEL Apollo issued

tickets)

-~Tab to the "B" in BOOK and enter.

--Tab and enter the US Tax in Tl

--Tab and enter the XF Taxes in T2

--Tab and enter the ZP Taxes in T3

--Tab and enter any remaining Taxes and their corresponding codes

--Tab to the bottom and separate the XF Taxes by airport

23

=Tab and separate the ZP Taxes by airport, When done hit ENTER. =You will receive a * at the bottom of the screen if there are no errors.

-- To Save the Pricing Record:

-- T 0 Save the Pricing Record:

HBTA (How 'Bout Ticket for ALL travelers)

HBT (if multi passengers on the pm and different fares for each)

--Tab to FC and input your Fare Construction line. REMEMBER - do not type past the last dot on each line. Use the Tab key to move to the next line when needed. Once your line is entered up to the $ with the total base fare

=Tab to the end of the entire Fare Construction line, just after the raised dot on the last line of information and hit ENTER

--To Complete the Pricing Record: =Save and end your record:

T:OK R:TS#ER

Display Pricing Record Screens (Before End Transact)

Name/Itinerary Screen $NME

Move Up or Move Down on Name/Itinerary Screen $MD

Tax breakdown screen $TA

ZP screen $ZP

Fare Construction $FC

Canceling Pricing Records

Cancel All XPR

(After End Transact) $NMEl

or$MU

$TAl $ZPl $FCl

Cancel 2 only

XPR2

24

TICKETLESS NON-CRS CARRIERS (except Air Tran & Jet Blue):

III All ticketless bookings are done on the airline websites or by phone. .. GK the flights into Apollo

/& Send the pm to Vantage

III Store the fare in a Pricing Record.

III If the account requires a service fee, charge it once the pm comes back from Vantage, uSlllg the Automated Service Fee script

lit After issuing the Service Fee, send the pm back to Vantage to get your PNR OK

• Have ready either the airline issued ticket number OR select a ticket number from the office S*TICKETLESS bar.

e Access the Ticketing script, TICKET ISSUED BY AIRLINE, to add the Carrier, Record Locator and Ticket number into the pm. The script will drive the invoice for you.

AIR TRAN & JET BLUE:

• Book the reservation in Apollo and End Transact

• Air Tran will respond within seconds with SSR messages that indicate the ticketing requirements and the fare amount that will be charged to the credit card (these messages are placed in the pm and the pm is sent to queue 1)

.. Send the pm to Vantage and finish any other work you need to do

,. When ready to ticket, add the form of payment as follows for AIR TRAN

D:3SSR OTHS FL NNl AX370000000000028jD1208/CARDHOLDER NAME Travelers Credit Card Expire date Name on Card

For Jet Blue the format is o:3SSRGUARCCNNIVI444444444444444jD0306jLISA LEE

CC = the airline code

.. End Transact

• Air Tran receives the form of payment, charges the credit card and responds with the amount that was

debited to the cardalong with the Air Tran record locator. Air Tran sends back the pm to the queue 1 fill Store the fare in a Pricing Record

e If the account requires a service fee, charge it using the Automated Service Fee script fill After issuing the Service Fee, send the pm back to Vantage to get your PNR OK

6) Have ready either the airline issued ticket number OR select a ticket number from the office S*TICKEILESS bar.

e Access the Ticketingscript, TICKET ISSUED BY AIRLINE, to add the Carrier, Record Locator and Ticket number into the pm. The script will drive the invoice for you.

SOUTHWEST & GALILEO FLIGHT INTEGRATOR:

Southwest can be booked using Galileo Flight Integrator, this program allows you to book on WN and capture the segments into Apollo for invoicing. It will build a pricing record either at the time of booking or after the pm has gone through Vantage and is ready to invoice. PNR's booked using Flight Integrator are resident on the workstation that created the initial booking.

25

Ticketing (Multi - ATFO lines):

SXNONE must be included on ail other than the 1 sr A TFQ Line when issuing multiple tickets on an itinerary with cars

and/ or hotels. This inhibits the car and hotel segments from hitting the accounting system multiple times.

Ticketing - Interline Etkts: possible. This

DIRECTRr\ VEL Policy is to issue separate Etkts whenever

Single ATFQ line

First ATFQ line of multiple Second ATFQ line of multiple Ticket NO INVOICE

Makes it much easier to process exchanges. If the fare is higher To issue separate tickets, you can interline, but always try to Issue separate tickets whenever possible.

HB:

HB1:

HB2:SXNONE HB:DTDAD

NOTE - View Interline Agreements before storing the fare

DT IIAT IDISxx

Ticketing (Hotel/Car Only):

HBDAD ISNONE must be used when adding a hotel or

car to a previously ticketed pm, to send to accounting HBDADID ISNONE to send to accounting AND print a paper itinerary

Hotel/Car only pnrs must have T:UNABLE in the ATFQ line

26

• Profile Maintenance:

Building Lines in a Bar / Par:

TO:

USE THIS COnE:

Always move information to a PNR Never more information into a PNR

Occasionally /Optional move information into a PNR

Y N o

Change profile line (s):

To Change Lines: Use this format:

Single Line: RC:1Y /N:Smith/Ann

Note: Display the BAR or Par prior to changing any lines.

To Delete Lines:

Use this format:

Single Line:

RC3

(to delete line 3)

Multiple Lines:

RC:3-10#11#20

(to delete lines 3-10, 11 and 20)

To Add Lines:

Use this format:

Single Line:

Multiple Lines:

RC8Y /U:5S/ Aisle Seating

RC:6Y /P:ORFR/SSS 111-1111#100/D:5FAX 555 222-2222

To Insert Lines:

Use this format:

Single Line:

RC/4 (insert a new line after line 4)

NOTE - Be sure to follow the DlRECTRAVEL Profile Standardization outline to ensure the line coding is set up properly and that information is input onto the appropriate line numbers.

DIRECTRA VEL SUPPORT DESK:

Phone Email

866-221-7220 support@DT.COM

27

DIRECTRA VEL WEBSITES:

AGENT MANAGEMENT CONSOLE

http://agcnts.vtstravcLcom/ contains useful information regarding the company and company policies TIMETRACKER ~ if utilized is found on this website under AGENT TIME

PUBLIC FOLDERS ~ HR ~ contains Employee Policy Manual, Vacation Request Form, etc PUBLIC FOLDERS - KNOWLEDGE ~ contains links to a wealth of information

PUBLIC FOLDERS ~ P ACARES - contains the After Hours Concern Log and info on how to use it AIRLINE OFFERS - Programs in effect with the OPS Desk

GALILEO 360 - Link to the Apollo online learning tools

DIRECTRAVEL HOMEPAGE http://www.DT.COM/

REGISTERED USERS - can access Direct Link N ext Generation for online bookings TRAVEL TOOLS - Flight Tracker, Weather, Travel Advisories

PROFILE MANAGEMENT - allows the travelers to build and update their own profiles

AIRLINE AGENCY WEBSITES:

http:'! Iwww.aa.com/content/agency Programs/main.lhtml ?al1chorLocation~DirectURL&title=agencv &a=b . AA DRS pages

htq..s:Uwww.refunds.aa.com!Request a Refund, LTA or check ticket or refund status http:L/www.jetblueairways.com/cgi-bin/skylights.cgi?moduIe=AG Agency site for bookings

http://agency.continental.com/signin.asp Agency site for DRS info and ticket usage

http://www.delta.com/travel-agency/home/loginlindex.jsp Delta Agency Service Center

http://www.delta.com/travel-agency/resource/sales support/refund guidelines/index.jsp Delta

refund/void/exchange/downgrade policies

https:Uwww.worldagentdir'ect.com/login.do NW andKl, agency site for DRS info and bookings https:!ltickets.airtran.com/skylights/cgi-bin/skylights.cgi?module=AG Air Tran Agency bookings http://www.swabiz.com/WN Business Travel bookings

http://navchkstat.usairways.com/navitaire/Menu.do?path=horne US Airways ticket status

28

Automated Upgrades via Apollo: (Works for .A.A., DL and TA)

1. Include the passenger's frequent flyer number in the pnr.

2. Request the upgrade using the FQTU SSR: example: O:3FQTUSl/Nl

3. Airline prioritizes and processes upgrade requests based on passenger's frequent flyer level,

4. If airline confirms the upgrade. The pm appears on queue. The original segment is changed to HX status and the upgraded segment appears in TK status.

5. Update the pnr and request a seat assignment in the upgraded class.

TO REQUEST AN UPGRADE FOR:

USE THIS FORNIA T:

Single passenger pm all segments Single passenger pm segment 2 Segment 1 ~ name field 1 1 psgr Segment 3 - name field 21st psgr

D:3FQTU D:3FQTUS2 D:3FQTUSl/Nl D:3FQTUS3/N2-1

AUTOMATED UPGRADE REQUEST UA ONLY:

Single passenger segment 1

D:3FQUG/Sl

INTERNATIONAL PNRS:

All international pms must be sent to the Passport/Visa team in NYc. Ensure your Customcheck rules are attached and active, then

Run the script called, VISA/PASSPORT and select TDN DOCUMENTATION Double check that the pm queued correctly to pseudo H51

The NYC team will research the documents needed and return all necessary information in the IUvI* fIeld

Ticketing can NOT be done without this documentation

CHANGES - if any changes are made, the script should be rerun and the pm sent back to NYC Contact - Joel Winston 212-616-6500 if you have any problems with a pm

RATES - There is no International Rate Desk, you would send pnrs to the airline rate desk and work with the OPS Desk to see if they have any programs to offer for lower rates.

REFERENCE SHEET - VISA REQUEST FORlv!

29

.:. OPPORTUNITY DESK PROCEDURES PAMELA THOMPSON 800-494-9679

• Vantage automatically drop qualifying records, on the OPS Desk Queue's based on the current programs.

Ii' The "General Rule" is all PNR's over 499.00 & all International.

Ii' Should a record not drop that you have a question on, please document the PRQ and place the record on KN9 181.

• Please use 0 :5QI to document any questions or preferences.

• QEP/KN9/81*CIM is for True Emergencies ONLY, (you should also send us an email toopsdesk@DT.C01.vf

• All Records must have a fare quote in theATFQ field; we cannot quote you a rate without a stored fare.

e For Ticketingvplease document the PRQ OK TO TICKET, add the fare savings OP withe fare before the discount, and queue to QEP /KN9/81*CTK 6\ If a customer declines an opportunity desk booking use the appropriate lost savin s reason code in the FS field

.. IMPORTANT NOTE - After the ticket is issued by the OPS Desk. Please email the itinerary to the traveler VIA Relay to show the pricing for the customer's expenses.

• QEP IKN9 /81 *CIM, *CTK, and *CRF, are the only queues that should be used, unless otherwise instructed.

• Exchanges issued on DlRECTRA VEL ticket stock can be exchange in the normal manner by each location.

• If OPS Desk is only issuing a portion of the ticket. You must issue the non OPS items before queuing to KN9/81*CTK

.. Refunds on refundable tickets issued on DlRECTRA VEL Stock must be refunded by the booking agent in Apollo, document the PRQ, and queue to KN9 181 *CRF for processmg.

It For changes on consolidator GK the desired segments in the PNR and document the PRQ then queue the PNR to 81 *CTK

• All consolidator exchanges and refunds must document the PRQ and queue to 81*CRF

" All exchanges should be sent to OPSDESK for instructions.

" IF you reissue any portion of the OPS issued ticket you must remove the TUR LINES and OPS T-Lines in the PR field

" The OPS DESK Spreadsheet is available by selecting http://agents,vtstrave1.com/.

This is only a guide you should not quote rates from this list.

30

[D Queues:

How an agent can prioritize their work! Queues must be cleaned-out at the end of each day!

NOTES

As you work your queues, all TAU dates must be live and kept current. If you are not issuing a ticket today, change the TAU date in the pur, don't let your TAU expire!

As you work purs in your queue, if you End Transact, the pur will be automatically removed from the queue. If you need to continue working on the pur, you must ER instead of E.

PNR's in the queue will loop unless QENDON is activated

To view ALL queues within a pseudo city:

QC/ALL

Display what categories you have for your queue: QDQT /52

To view the # ofPNR's on your queue/categories: QCTA/52

To list the PNR's on your queue: QLD/52

To list the PNR's 011 your queue categories: QLD/52*CVG

To access PNR's on your queue: Q/52

To access PNR's on your queue categories: Q/52*CVG

To place a PNR on queue: QEP /'(>2

To place a PNR on queue category: QEP/52*CVG

To place a PNR on multiple queues: QEP/93N/3*CRF#KN9/52*CVG

To remove a PNR from queue:

QR

To sign out of a queue: QXI

To sign out, ignore & redisplay: QXIR

To sign out, END & redisplay: QXER

(NOTE ~ ALWAYS PROCESS SERVICE FEES OUTSIDE OF QUEUE BY USING ONE OF THESE QXIR or QXER formats)

To determine which queues the pm is on right now: QW

To use Queue Minders - (place a reminder in the PNR so it will drop into your queue on a particular date, on a particular queue, and a possible queue category or freeform remarks.)

To Enter: QMDR-date/pseudo/queue#*queue category

QMDR-15MAY/15J3/52*CSS QMDR-15:tvL.\ Y / 15J3 /52/UPGRADE.SEG.1 C:2QMDR-18MA Y / 15J3 / 52*CSS C:3QMDR-

*QM

To Change:

To Delete:

To View:

VERIFY ALL TICKETS FOR THE DAY WERE ISSUED - ORZ/TAU/5JUN-Q/l1 ~ VERIFY ALL TICKETS FOR THE WEEK WERE ISSUED - ORZ/TAU/16AUG*17AUG-Q/58 '

31

*'" See Reference Sheet - Queues **

9 Change Segment Status:

Update all segments to HK Update status on specific segment Update specific segment times Update segment status and times Change segment 4 to XK

-IHK .3HK

.4T j330P518P .3HKj745A216P .4XK

a Display PNR Histo:ty:

All history

Air segments changes ATFQ changes

Car segment changes Hotel segment changes Queue placement

Seat historv

,

*H *HA *H$ *HC *HH *HQ *H9

r;.:- DIRECTRA VEL Discount Air Programs:

Current as of 11114/06 DL shuttle autoprices - no special format needed expires 12/31106

(Make sure to show the full YSHLGAfare with the N code in your dollar savings entry)

US shuttle See S*KN9/US SHUTTLE - expires 3/31/07

EOS Airlines book on the website

~ Timatic: Visa and Passport Requirements

Enter: TI-:tvIV

: (Note: Use City Codes)

32

RS Scripts: - PKEY F2 is your script menu

ACCOUNTING/CURRENCY - Performs currency conversion functions AIR/TRAIN - Assists with Amtrak functions

AUTOMATED SERVICE FEE - Adds fee lines into pnrs

CARS/LIMOS - Inputs GK car or limo segments, Car Override line for non-USD and non-Daily rates, Saturn Limo invoicing

ENCODE/DECODE - Aircraft, Airlines, Amtrak, Car companies, City codes, Country codes and Hotel comparues

33

HOTELS - Inputs GK hotel segments, retains hotel information for multi passenger hotel GK.'s, adds hotel information into 1~\1 lines if a client booked hotel needs to be included in the itinerary, Hotel Override . line for non-USD and non-Daily rates, assists with finding hotels using Reference Points,

MULTI TICKET RMU - Inputs all Ticket, Numbers, Record Locators and Amounts for Multi ticket pnrs OFFICE SPECIFIC - SMITHFIELD - Smithfield Station and Smithfield Inn hotels, agent only needs to add in the check in - check out dates, rate and confirmation

PROFILES - builds BARS or PARS in the OIRECTRA VEL standard formatting - UPDATING of profiles must be done manually, following the standardization guidelines

RESFAX/RESE1\1.AIL - Manually add the email or fax information to send an itinerary via Resfax TICKETING - Exchanges, invoice airline issued tickets, Amtrak, Voids, Handwrites, Prepays, etc

VAS - Value Added Services - used by Branch Manager or Regional Account Manager to input Value Added Services that were obtained on the clients behalf

VIS.t\/PASSPORT - Accesses Timatic for Visa/Health information, adds TDN Documentation which is required on ALL International pnrs, processes Australian Visa requests

34

AUTOMATED Meo's-

NOTE -r- Residual MCO's must be issued BEFORE the Exchange script is run.

The format to request an MCO is:

HHMCO

NOTE - The first passenger in the pm automatically appears as the Passenger Name in the fill-informat. For a multi-name pm, you can change the name by typing over the defaulted name.

MANDATORY FIELDS FOR DESCRIPTION
DIRECTRA VEL
PASSENGER NAME ' Pre- filled from pm name field. You can issue one MCO for
multiple passengers.
TO Name of carrier or vendor
AT Location of honoring carrier
VALID FOR - if an MCO for paper Type of service or purpose of MCO. For AA we MUST use
ticket fee 00lPTF for all others use P~er Ticket Fee
VALID FOR - if a Residual Value MCO Future Air Transportation
RELATED TICKET - ifMCO is for a Paper Ticket Number
- paper ticket fee
RELATED TICKET - if MCO is for a The ticket number being exchanged
Residual Value
FOP - if an MCO for paper ticket fee The travelers form of payment
FOP - if a Residual Value MCO X followed bv the exchange ticket number, ex: XOOl1234567890
COMM Commission as a percent or dollar amount 0.00/ or $0.00
AMOUNT Amount of the MCO
END BOX - if a Residual Value MCO NON~REFUNDABLE, if the original ticket you are exchanging
was non-refundable
REMARKl Record locator of the pnr where the MCO is being issued
VALIDATING CARRIER Plating carrier 2 character code
ISSUE NOW Enter Y to issue immediately or N to save for issui~ later

After issuance, the MCO information can be viewed by *MPD, then tab to the *MCOl and enter
If there are multiple MCO's in the pm, tab to the appropriate one and enter REFERENCE SHEET FOR AUTOMATED MCO EXAMPLE

35

\!ll DirectLink:

** Please refer to the Directl.ink Training Manual **

Support Desk for travelers in need of assistance 800-999-7939 or via email dlsupport@DT.COM

PNR was booked in DLNG if Agent sine is OT

PNR was booked in DLNG if *PT - Sort 2 = D

H51 - VTS TRAVEL ENTERPRISES NYC

W1KPLO/OT QSBOT DEKQOT AG 33652382 22JAN

NOTE~ - Agents are responsible for completing and ticketing DLNG bookings. Follow your QC checklist to ensure that all necessary information has been entered into the pm before ticketing.

www.dt.com

Registered Users

Direct Link Next Generation Enter your Login and Password

You can use DLNG to send Flight Options to travelers that do not have access to the online booking tool. Input the travel dates and cities

Search either by PRICE or by SCHEDULE (Schedule is just that, it does not include pricing)

Once the system has responded, you can select to email ALL results, nonstops only, specific carrier, etc Once you have the options, you hit PRINT/EMAIL

36

.. Amtrak: 1-800-USA-RAlL

APOllO

NOTES TO DlRECTRA VEL AGENTS -

CORPORA TE - One passenger per pnr for all business travelers.

LEISURE - Can book multiple passengers on a pnr, only ONE ticket will print for all travelers.

CANCELLATION FEES - Amtrak imposes a 10% refund service fee. Passengers will receive a refund less 10% on any single ticket. The maximum refund fee on a single ticket will be $100. Some fares and services do carry additional penalties.

37

US{> LV iHste·a:·cJ OF ~ aZY·i").ffNl€ J/ou·~vNl g£:t a fist of the sta.ie·

By line number By fan;. i);Js1s (ode

L:l ~:Vt$V2 l:J2.Vf$Vrl DOL:!

t 2V-FQI* 14JUNl2{)JUMN '{PM ill/lFHi L

38

$;;;.rvkit': C - ((!rf'/i>'-L'l-tton<l ~ Service hi! ~, r\l~0trOnri.::.~r S~.fvk.~

~IJ<lY Hf\tum OlV •• !!c!D!lHY shortcut to·f<ll"i'fli i);.rt<!i!",d

IA

Vi) (o;8ch Seats)

(coach)

02Y1 (lH)S1

th;(,f"tnnrJb:e,~' 2;(:c.Oj'n"rfi:t'rdatioHs.

segllumt.

<, Standard YfYE,f'{F few cO;:Kh

~ When YOli ~f'n a

that Sl'iO'N5 ;;[.1 lnv81"1tory sen process you must s""l! from5tandaxd

to

EntE',:

39

Prj(.~ '~v?ll be IOV'/e.srappficabte 't-jrE,'·fbr 1n-;.~entor.v s(!Eh{

Bo t"tuB.si

-FOGM

n :30SI2VI-~OPR

PfUCE F, IIH AT p'IIOMonON

H Child

SA 1111 SF ilcAA mgrnb0r;,

E50.<.nior citizen (52",,}

U Un;:;.c~ompaf1ioo

IS Stuek'nt ",fT'.!""'C;""P

SH

m"nlbBf" child Am!) Train ~ AD75wupon

IN Disabled JdUlt*

V Disabled chi.ld (2-15)' to tkket

!li<)tl,; A.A.A 3ndSWdel1t Advantage ~ NhJ!Et (~~H A,mtr21u fc)~C £'p$cJaI SrJ:YV1Ce

Di$I}la'l glle"ttyp;~ ?u!e:;

Format: tGIJ!?st

£j~amp;!e,.' .Oi:;;pray senior c}ti'zen r uit};,;

;W;:\SAI2C!2:<:I·8;3<:HHH) A!:1C TRAVEL·OEE R;PSGJI

tr<ll1Si1iittlon

Vi"",w <I(kl'Hwvfeugnwnt View

.at bcrr[or:n of PfilR; 't.yhkh includes. tJ'/'€, hold fhnJt'd·ate tticket-in9" dfJ3dhnBJ hotd limit tfJtG' ,J\mtfiiiu wlif aUW,t!2tia,ii}' ".211("i 'the F'Nft

40

t, 2ViHBiFAJ012112145G1a90 (CI'0c!i'r (ard)

o35'S OTHS 2V IlIH41HKTM11134561S9!).cg1fl (ttcket. number 1'O.JiffNBd hy j ,2Jnt"l f:l'Ulnber of tkk~t~~ issue-d)

d hdndv>ll'itt'2n ticket rea.d J,' N{)NE. 'J

L lV!HEH.:HD/fS L 2VfHBDPDtFS

AmtRak PNR

t 2VJV!EW~XXXXXX !:''tXJC<.X)'~:= Arntr@k

!\I:WA.TE RSlJ Olr!Nf~'EBECCA

Ci:TlIl'!·ZZI-l ~ClCHI2'()F EEl (U,<1 driqin city and

Add

Add ""'C4,,}·.,(f from

P:CH1A!1

R:PSGH:

(after ER!55ue tkke~ man!JI!

holtI fJt.r:r{t date in A('l~'?vJ

2.'VfC HNG" I{XKXlO{ CXXXX)(J(", Amrrak PMii' numbe!')

NOTE ~ The Ticket and Invoice will be generated from the Amtrak system and will NOT contain any cars, hotels or other segments in the Apollo itinerary. You MUST issue a separate itinerary showing any hotels, cars, etc. that have been booked. FIRST ~ you must remove any service fee information from your *PT lines, then use the format HBGIN/DIDAD is issue an itinerary AND send the information to our accounting system.

QUIK TRAK ~ Is the Amtrak equivalent of an Electronic Ticket. You can create the pnr in Apollo, then call the Amtrak Agent Service Center 800-525-2550, to set up the Quik Trak. You must provide the travelers credit card information along with the 3-4 digit security code from the back of their credit card. Once Amtrak inputs the payment information, you will need to run the Ticketingl Amtrak- Ticketed over the Phone or Internet script. Send the pnr to Vantage as prompted. Once you receive your PNR OK from Vantage, run the Ticketing / Issue Amtrak Invoice script

AMTRAK PREPAYS ~ Run the Ticketing - Prepaid script to inputthe prepay ticket number, to invoice L[]2V/HBDID

41

AAA member mWlher

for d i;;'Cl;il.1 nt)

NDr:e:~ [.};rZ0 of birth mi?"fftJ)JJtirln nHIo";! be E'nt&l'(:!!i fnr -1:1N glJ'e_S"f5. tr.avl2jjn{j to .ahd hi)TH

ArntraK. qu (lues PNRS 'to changes and

fr31n inTOfllutjon.chy traitl tlUmhei.f

anuorIgin d>~t&

scromng up and down Pr0mt)d0lv~tHj coupon index ViEfwAA,' chapter (pilg0S l"W) Anm;:iK V'lt~tibm

Am~rak

2.\fXX)OOOOOO, X

:,,05 [;2 IJI'TAS54)(X){XX X)OO( XliUamt!1" (;.; ~

L{( ]ViGiTVt/S5R r(-ompiNi: If;;-tiJ11!]

fJfu';t (i~{.f AtHlrak

(A'"teri?d.J

cn..tTfh'n;v _;:;fi'rvjn~,~-

F;2V3iJi24MAY 24MA\j

Hi-ne A1-so u:rt;' thJs: e.nfJ'Y to f.jnd

iu 2\j·RMI'OCNN{SS (t6i£PiJi'h!;;0 ~h ()\M5 {Ji1fO?(;i

2V·flMl'OCMNISUIlfSET (1'I':!"!lPdhS'!:~ sho'PJ~ traiJ1

HELX 2\1 aniLE" AMTRAK

L 2 . .2ViCR;D L 2VCRD

(BOS '"", throe>? !etre.r Alilitrak chy f.ud~.::) (C,.~R :.: -C2!( ~'~::-iTt.al ~t'jfl5}

2V IG lTV LiC·I\"DfP4

LL 2ViMU iupl or l ZVIMD {down!

21Jir, imXiPftDMO L 2VIG/PROIAAAW1·P10 1·S;IH1·321·,,&Z J

1·!lilHl-999·:'J:21" (f~x) www,u·;,v<!!l[nfql1'Btwori<.£om (Cm·Hn€i

(f';jf:1n;~a$ Agent:!f'

!nt0.-rn~tfooa! RBse-rv;:ttion su pratt D~sk

7,',~ n fJ·;;' 2:> ,,2558 1·?tS<,49,1l'\DJ (("',)

W 0 Cd rt h .. ~ tI@,;o·mtraJe£nm·(0·meil!

21:5,656,,795 tfl""l @;;;a!es.'~rntr""iL

TRAVEL AGENT CATEGORIES IN AMTRAK DRS L[]2V /G/TVL/xxx

L[]2V /MD L[]2V /MU L[]2V /G/P2

ACC Accommodations
ACL . Acela Service MBR PT Discount Changes
AIR Air-Rail MNE Menus Northeast
AMA Amadeus Entries MNU Menus Long Distance
: APL Apollo Entries . MSP Special Meals
AUT Auto Train MWE Menus West Coast I
BAG Baggage Policy NAP North America Pass
BAM Thruway Service PAS Pass Information
BIK Bicycle Policy PET Service Animals
CAL California Pass PR1\1 Premium Class
I CAN Cancel Policy PRO Promotions ,
CDA Canada Border Crossing PTA Prepaid Ticket Advice
CLB Club Acela RCM Radio City
CNX I Connection Policy REF Refund Policy
COD Inventory Codes SEC Amtrak Security
COM Commissions SEE Sightseer Packages
CRD City Profiles SE2 Sightseers Packages 2
DIR Field SLS Direct SKI Ski Programs
EXP Explore America SMO Smoking Policy
FAM Agents Fam Trips SNR Senior Policy
FAQ Frequently Asked Questions SSR Special Service Request
FAR Fare News STK Lost Ticket Policy
FCS First Class SUP Superliner
! FLR Florida Rail Pass SVC I Service Changes
GFT Gift Certificates SWP Sweepstakes Rules
GRP Group Procedures TKT Manual Ticketing
GRW Guest Rewards TRS Train Status
HCP Mobility Impaired TUR Amtrak Tours
HLD Hold Limit Policy UNA Unaccompanied Children
HOL Holiday Operation VAC Amtrak Vacations
INT Interline Service VID On Board Movies
JUN I Messages June 2006 VIP VIP Program
I AAA DISCOUNT INFORI'v1ATION LD2V /G/PRO/ Aiv\./Pl
I (Pages 1 through 10) 43

DEBIT MEMOS:

NOTE - for onsite agents, include the Debit Memo Procedure form & DM Action Form

The top reasons for debit memos are:

III Non-refundable tickets exchanged for Refundable tickets .. Incorrect change fees are collected

.. Advance Purchase or Minimum Stay Requirements are not met on exchanges (I) Refunding a Non-Refundable ticket

AGENT ERRORS / e.O.D.E/CONCERN LOG:

Found on the Agent Management Console http://agcnts.vtst.ra-vel.com/ PUBLIC FOLDERS

KNOWLEDGE

CONCE~NLOG

TICKET STOCK:

Ticket stock can be requested at anytime via email.TICKETS@DT.COM Requests received by Wed, will be processed on Thurs and shipped out on Friday. MAKE SURE you request stock well in advance of your actual need.

44

APOLLO PKEY SUGGESTIONS:

KN9 = replace with your own pseudo city X8 = replace with your own agent number 52 = replace with your own queue number Terri = replace with your own name

PROFILE MOVE KEY <Som>mv/<+>*Terri-q/kn9/52<Transmit>t-fa-x8<+>t-*bax8<Transmit><Som><Pillow>:5m!m*fakn9/52 * cvg<Transmit><Som>rmu: reservation prepared by Terri<+> .. <+>reservation requested by

HOTEL RATE CODE UPDATE

hou<Pillow>vts< + > hfh<TabStop><Cr><Som>hou<Pillow>xxx<TabStop>

F ARE SAVINGS <Som>t- *fs<TabStop>

CAR

<Som><Pillow>:5h<Pillow>c/no car <TabStop><Cr><Cr><Som><Pillow>:5CICAR <TabStop> OK <Tab Stop>

HOTEL

<Som><Pillow>:5h<Pillow>h/no htl <TabStop><Cr><Cr><Som><Pillow>:5H<Pillow>H/HTL <TabStop> OK <Tab Stop>

HOTEL CANCEL RMA

<Som>rma<TabStop>:cancel hotel by <TabStop> to avoid one night billing.<TabStop>

DOCUMENT FARE QUOTED

<Som><Pillow>:5h<Pillow>f/quoted $<TabStop> Ix8/!CRS _ DA TE/!CRS _ TIME<TabStop>

TAU LINE

<Som>t:taU/<TabStop> I<TabStop>

VANTAGE QC and YOUR OWN QUEUE <Som>qep/93n/03 *crf< +>kn9/52 *ctt<Transmit>

VANTAGE RESFAX and YOUR OWN QUEUE <Som>qep/93n/93 *cfx< + >kn9/52 *cfx<Transmit>

MY QUEUE COUNT <Som>qep/93n/93*cfx<+>kn9/52*cfx<Transmit>

E85 EMULATE and BAR MOVE

<Som>sem/e85/ag<Transmit><Som>s *vts<T ransmit>mv /< + >*terri q1kn9/52 <Transmit>

PREFERRED SEATING

<Som>rma<TabStop>:aisle seat not available/window seat confirmed<TabStop><Cr><Som>rma<TabStop>:window seat not available/aisle seat confirmed<TabStop><Cr><Som>rma<TabStop>:window or aisle not available/center seat confirmed<TabStop>

DLNG CLEAN UP DOCUMENT A TION

<Som>t-fa-X8<+>t-*baX8<+><Pillow>:5h<Pillow>xI] kn9/52-c1eaned up res off ding qI70 .. sent 4 tkting/CRS _D A TE/! CRS _TIME <+><PiIlow>:5m1m*fa-kn9/52/*cvg< + >r:tr< + >qep/kn9/52 *ctt<Transmit>

AIRPORT CHECK IN RMA

<Som>rma<TabStop>:Seat selection restricted to airport check in only.<TabStop>

BASIC NON-REFUND RMKS

<Som>rmu:This ticket is non-refundable. Penalties<+>apply if changed or cancelled.<Transmit>

45

DIRECTRA VEL CO CHECKIN RMKS

<Som>nna<TabStop>:continental airlines record locator <TabStop><+>rma<TabStop>:for continental e ticket holders you may print out<+>rma<TabStop>:your boarding passes and change your seats 24hrs<+>rma<TabStop>:prior to departure log onto www.continental.com

RESV ON HOLD ONLY

<Som>rmu:*****************************************<+>this is a hold only reservation<+>airfare is not guaranteed until a ticket is issued<+>please call to confirm ticket purchase<Transrnit>

EMAIL SENT VIA RELAY <Som><Pillow>:5h<Pillow>rf/sent email via relay <TabStop>

terri <TabStop>

WN BOOKED ONLINE

<Pillow>:5h<PilIow>xlbkd wn online loc.x'Tabfitop> $<TabStop> .. thx gina/!CRS_DATEI!CRS~_TlME<TabStop>

46

Easy Profile Reference:

___ ,,,"-:'U
B.AR,: SesGl1iMiQn:
S*15J3/INDEXA Corporate Account List - All companies that begin with A
There is an index for each letter of the alphabet
S*15J31800X Informational Profile for 24-hour service easy reference
There is one built in each pseudo city
S*KN9/AIRLINES -or- Airline 800 numbers
S"15J3/PHONES
S"KN9fAA Airline information, phone number, sales rep, commissions
S*KN9/AA EXCHANGES Airline Exchange info - verify before using, don't assume
this is still accurate
S*HR24 After Hours - Hickory Information in every pseudo
S*15J3fCHANGES Can and Cannot Do's of Changing an Air Record
S"PCC/ACCT Account list in each pseudo (pCC = Pseudo city)
S*H51/CONSULATE Consulate Telephone Numbers & Hours of Operation
S*KN9/CREDIT CARDS Credit Card Authorization Phone Numbers
S*15J3/CRUISE Cruise Line Telephone Numbers
S*15J3/EMAIL Aootlo/Vantaoe Email Special Characters
S"15J3/HOTELS Hotel Telephone Numbers
S*15J3JPASSPORT Passport Requirements
S*15J3/QUEUES Apollo Desiqnated Queues - Preassigned
S*15J3/RAIL Rail Telephone Numbers
S*15J3/SAVINGS Fare Savings Detail- Explanation
S"15J3/S0RTS Sort Field Descriptions
S*15J3N1SA Passport & Visa Contact Person - DIRECTRAVEL
S*KN9JDL SPECIAL DIRECTRAVEL DL Special Commissions on DL
DIRECTRAVEL DL Shuttle Discount - autoprices no
special format
S*KN9fUS SHUTTLE DIRECTRAVEL US Shuttle Discount $B-VfS 47

Qualified Remarks

flI.llme: 'tbEnie:r: "T:p Vi~w:~
Air/Amtrak o:5HoN "PRA
Car o:5HcC/ "PRe
Delivery c:5HcDI "PRD
Fare Quotes c;5HoFI *PRF
Hotels c:5HoHI *PRH
Limo c:5HoLJ *PRL
Vantage c:5HcM/ *PRM
Remarks from Support c:5HcOI "PRO
Policy I Passport & Visa c:5HoPI *PRP
Opportunity Desk Remarks c:5HoQI "PRO
NON-PREF carrier
documentation is required
Rates (Privatefares) c:5HoRl *PRR
Seats o:5HoSI *PRS
Ticketing o:5HoTI "PRT
** for Vantage use only ** o:5HoV/ *PRV
24-Hour Service Remarks *PR look
for **
OC Remarks o:5HoZf *PRZ 48

Reason Cod"

Format

Intcrpretetion

Explanation

N

NEGOTIATED FARE Use when ticketing a contracted fare

T-*FSN400 (Higher fare before discount)

v

VANTAGE SA VINGS OBTAINED USE FOR ALL TICKETS WHEREA LO!.f7ER FARE WAS ACHIEVBD THROUGH VANTAGE or $BBQ

T-*FSV476 (Higher fare before savi1lgs achieved)

13 DIRECTRAVEL COUPONS/WAIVERS Use when DlRECTR.AVEL coupons are used Of waivers are T-*FSBl970 (Higher fare before

obtained to lower client's airfare waived coupon obtained)

01'

OPPORTUNITY DESK SAVINGS

Savings found by the Opportunity Desk

T-*FSOP950 (IIigher fare before savings was found)

INT'ERNATIONAL SPLlT TICKET

G

CONN:EcnONS ACCEP'fED

Use when splitting J ntcmationnl tickets for lower fare

Usc when a lower fare is achieved when pax accepts connection

T-*FSI6()() (Higher o/w fare before split)

T~*FSG6(X) (Higher fare on non-stop)

W

WEEKEND STAY LOWER FARE

Fare Saving" Codes - Equality

F

LOWE~ST FARE OBTAINED

Use when pax accepts a weekend stay for lower fare

T-*FSW550 (Higher fare before wknd

"1:1V1

:: .. :.::··.:···.:.··: ... .: -. ::-::· ....

FIRST/BUSINESS CLASS .AUTHORIZED

Q

REISSUE NON-REF'UNDl,BI.E

Usc when exchanging a non-refundable ticket

Use when a passenger is authorized to fly 1 sr or business class T-*FSF18IJO (l st/Hus. Class Fare Paid')

T-*FSQ75 (Penalty/add collect runt)

T

TRAIN

Use on all Amtrak bookings

T-"FST14{) (Fare Paid)

U

UPGRADE ATNO COST

Usc for all upgrades not requiring additional collection

T-"FSU450 (Fare Paid)

z

COMPANION FARE

Use when pax is flying on a companion fare

Use when ticketing a free ticket

T-*FSZOO (Fare Paid - Free Ticket-OO)

T-*FS()()() (Fare Paid - Free T'icket-OO)

o

FREE TICKET

Use (sparingly) when lowest fare has been achieved

T-*FSS450 (Fare Paid - Last choice)

s

... , .•...... ·· ••. c····>.i.·· ... ·.;;

Fare Savings Codes » Lost Smings

A

CARRU,R PREFERENCE

Usc when lower fare is declined for alternate airport

Usc when lower fare is declined for alternate carrier

T-*FSA4{)() (Declined fare)

'J"-*FSC550 (Declined fare)

AIRPORT PREFERENCE

c

D

DECLINED DlRECTRA VEL COUPONS the when passenger declines DlRECI1Zr\ VEL coupons (i.e.

Bulk Tickets)

T"-*FSD1300 (Declined DIRECTRi\ VEL "special" fare)

K UVGRADE AT ADDITIONAL COST Usc when upgrading via additional collection T·*FSK6()() (Lower fare before upgrade)

L LO\\fER FARE SOLD OUT Use when a lower fare is sold out and can't be waitlisted T3FSIA50 (Sold out fare on fit rqstd)

M CONNECTIONS/STOPS DECLINED Use when pax declines lower fare due to connection or stop T-"FSM450 (Declined fare)

P PREVAID'I'ICKEI' Use when prepaying a ticket. Add PTA charge to the T~*FSP475 (Fare plus fee) comparison amount

R RI~;SERVED TOO L:\IT, Use when lower fare is used if pax had advance purchase. T-*FSR375 (Advance Purch f:are)

'IT PREMIUlvI >11l:AIN/MInnOLlNER Use for Premium 01' Metroliner Amtrak service booked. T-*FS'rf120 (Lower train fare)

X PENALTY FARE DECLINED Use when pax declines lower fare due to penalty T-*FSX450 (Declined fate)

Y FULL C01\CH REQUESTED Use when pax requests fun coach fare T-*FSY500 (Declined fare)

TIME PREFERENCE Use when lower fare is declined for alternate time

H

49

T-*FSI-I600 (Declined fare)

Display PNR specific Elements:

Emir,; "" ~i$~'~~s 'tl1e:
*PW Customer Address
*PD Delivery Address - where are the documents to be delivered
*PR All Ouallfted Remarks
*PRH All remarks that are qualified with the letter H for HOTEL information
*PRS/M All remarks that are qualified with the letters S for Seats and M for Meals
"PC Customer # / Account #
*PRRF Fax/Email Confirmation - F12
*MP Frequent Flyer Numbers (Mileage Plus)
*1 Itinerary
*IA Itinerary - Air Only
*IC Itinerary - Car Only
*IC#PRC Itinerary - Car Only along with Car Remarks
*IH Itinerary - Hotel Only
*IH#PRH Itinerary - Hotel Only along with Hotel Remarks
RM* Itinerary Remarks - Associated (RMA) and Unassociaied (RMU)
*MPD MCO data stored in the pnr
*PO 051 Messages - Sends Message To The Airline - 0:3051 CO PAX PHONE 201 8472102
*PS Passenger Services - Sends Message To The Airline - 0:3SMFLlS1#2#4#5
*PP Phone Fields
*PA Profile Association - Which profiles were moved into this pnr
*e Received Field
*R Record/Reservation
"PT Reporting Information - Fare Savings, Branch/Account #, Vantage Added Info
9D Seats - Confirmed
*T Ticketing Date I Stored Fare / Form of Payment
RUL*PNR Display Customcheck rule records that are attached to this PNR
RULE Display rules that must be satisfied before End Transact or Ticketing
RULS Temporarily Suspend Rules so the pnr can be ended quickly
RULA Reactivate the rules before ticketing and sending to Vantage 50

$BBQ FORMAT -FSFORMAT
(Use for International pnrs) (Use for Domestic pnrs)
A V AI LABILITY MODIFIERS
Non-stop/Direct flights only $BBQIID FSIID !
Single online connections $BBQ1180 FS!/SO I
Single interline connections $BBQIISI FSIISI
Include specific carriers (max. 3) $BBQII#UA.CO.DL . FSII#UA.CO.DL
Exclude specific carriers (max. 3) $BBQII-AA.FL.HP FSII-AA.FL.HP
Search up to 2 days later (max. 331) $BBQ//#2 FSI/#2
Search up to 2 days earlier (max. 331) $BBQII-2 FSII-2
Search a 10 hour time range on departure $BBQ/IDIO FSIIDlO
time (max. 24)
Search a 5 hour time range on arrival $BBQI/AS FSI/A5
time (max. 24)
Specific cabin - Y, C or F $BBQ//[JC FSII[]C
Multiple Airport -- Entire Itinerary $BBQ//M FS//M
Multiple Airport - specific city only $BBQ!!MNYC FSI/MNYC
Multiple Airports - specific cities . $BBQIIMNYC.SFO FSIIMNYC.SFO
Exclude specific connecting cities (max. $BBQI/-ORD.DFW.DEN FS/I-ORD.DFW.DEN
3)
I Include specific connecting cities (max 3) $BBQ!/#ORD.DFW.DEN FSJ/#ORD.DFW.DEN
COMBINE MODIFIERS $BBQIID2/D/#UA FSI!D2/D/#U A
Redisplay last request *$BBQ *FS
PRICING MODIFIERS
Name Select $BBQNI-2 FSNl-2
Passenger type code $BBQ*MIL FS*MIL
Discount Percent $BBQ*DPI0 , FS*DPIO
Discount Fare $BBQ*DF25 FS*DF25
Discount Fare Total $BBQ*DFTSO FS*DFT50
Segment Select , $BBQSl#3 FSSI#3
Force a connection $BBQX3 . FSX3
Force a stopover $BBQS04 FSS04
Private Fare code $BBQ-CODE FS-CODE
Quote in another currency I $BBQ:CAD FS:CAD
NO Minimum Stay Requirement $BBQNM FSNM
NO Maximum Stay Requirement $BBQNX FSNX
NO Minimum or Maximum Stay $BBQMM FSMM
NO Non-refundable Fares $BBQNR FSNR
NO Advance Purchase Fares $BBQAP FSAP
Penalty Fares maximum 25Percent $BBQPE25 FSPE25
COMBINING MODIFIERS
$BBQNl-l *DPIO/Sl#2 i FSNl-l*DPlO/Sl#2
$BBQS I! ID! A2!D2 FSSIIIDI A21D2
NAVIGATION FORMATS
View more pricing options Not available for $BBQ FSMORE
Return to the Main Screen *$BBQ i *FS
Return to the Previous Screen Not available for $BBQ FS-
Rebook an option i TAB to $BBQOX (X=the option TAB to FSOX (X=the option number
I number that you want to sell) that you want to sell)
View the Fare Details TAB to FQNX (X=the option number I TAB to FQNX (X=the option number
you want to view) then FNX (X=the line you want to view) then FNX (X=the
I number you want to view from the number you want to view from the
Apollo response) To View more detailed Apollo response) To View more detailed
rules from the summary display, rules from the summary display,
FNXI ADV or other category FNX! AD V or other category 51

Car I Car Transmission Air
Size: I Category Conditioning
M I Mini B 2~door A Automatic N No
,
E Economy C 2 or 4 door M I Manual R i Yes
C Compact D 4-door
I Intermediate S Sport
S Standard T Convertible
F Full Size X Special
P Premium W Wagon
L Luxury V Van
X Special F -l-wheel drive
* ALL J All terrain
p Pick-up truck
L Limo
K Truck
R Recreation (RV)
I !
Example: ECAR = Economy, 2 or 4 Door, Automatic, Air Conditioning
STAR = Standard, Convertible, Automatic, Air Conditioning 52

t:),pliof[al Availabi)ity I searoh I S'eJl Example.:
fields with .QAA Dr :CAL: -
.E Specific size ECAR .E
.STAR#ISAR Specific type .STAR#ISAR
IAL#ET Specific vendor IAL#ET
ICD- Corporate Discount ICD-123456
ICD- Compare rate for ICD-
TWO Discounts ZE12345#Z198765
-
110- Frequent Renter 110-ZD123456
IARR- Arrival Time IARR-9A
IDT- Drop Off Time IDT-1P
100- Drop Off Location IDO-LAX
IBS- Booking Source IBS-31652390
IR- Reference Point R-Disneyvvorld
R-Chicago
10- Distance & Direction 10-1 OW
-E Rate type -E (weekend)
-W (weekly)
IA Rate category IA (Association)
IG (Government)
/I (Industry)
IGUAR Guaranteed rates IGUAR
only
IUNL Unlimited mileage /UNL
only
IDO-EWRIZO Rate based on Return IDO-EWRIZO
to EWR using ZD only
100- Rate based on Return IDO-ZIORDT01
ZIORDT01 to Chicago specific off
airport location
IFT- Frequent Flyer 1FT -UA 1234567
INM- Name Field INM-SERVISS T
IG- Payment Guarantee IG-AX370000000000028EXP0903
IRC-BEST Rate Code Best IRC-BEST
(valid with Direct Sell
or CAA reference sell)
NOTE - You must know your clients car policy. If their CD number INCLUDES insurance,
DO NOT use IRC-BEST, it might override the discount rates and give them a rate without
insurance. If their CD number does NOT include insurance, IRC-BEST will compare their
discount and the lowest applicable rate and give them the lower one
ISO- Special Equipment ISQ-BYC
IR- Reference Point IR-Central Park
10- Distance 10-1 OW
IL- Location /L-C City
IUNL Unlimited Miles IUNL
/SI- Special Information lSI-RED CAR PLEASE
Combine fields /CD-A 12345/FT -UA 1234567 IRC-BEST 53

See HELP CARMASTER-OPTIONAL SELL FIELDS for current accurate listing of codes

54

APOLLO HOTEL FORMAT

in Apollo is a 4 = Hotel

s'rEP 1 =

2= STEP 3 = STELP 4 = 01

= Complete :::.: View Hotel

Rules

= Sell the:

s'rI.'~ P 1 - II ()'Il~I, /l#I-I()A-l

I-I().i\l ")]T '.·I -1

. .., _~ . ~ _ l.! ...

\'{lith a segment Apollo will read the city and arrival date \Vithout a segment you need to input the city and ARKjEIVf \x7ithout a segment using the city name

T ·I·()\· 1 .-, IT 'L 1

t s .? L,· -

SF]:: "Search Qualifiers" for different

you can use in vour availability

S'IT~P 2-

or lIC)D screen

HOC4

show the tares available to

for the hotel on line #4

SI'EP 3-

RATERULE~S

\Vill show

RULI'~S for the rate on line #3 of

display

HC)V}

N(YrI'~ - YDU read the rules before booking a hotel sef:,rment, mar now

charging penalties, offering non-refundable rates and rooms that must be prepaid, Make sure

what arc booking 'lOU the segment. You may already be within the cancellation

book the

screen

Add line number add <llly other modifiers you might

rate you are booking, add your credit SI, etc

to

55

HOTEL INDEX FORMATS

(NOTE - INDEX formats "assume" today as the booking date unless you add a date into the request. If the hotel is sold out on today OR on the date you specify it will not appear in the Index)

ALL HOTELS BY AIRPORT CODE HOIORD

ALL HOTELS BY CITY NAME HOIBEVEIU~Y HILLS

AN INDEX WITH SEARCH QUALIFIERS HOI5MAR-2NTSAN/D-5

SPECIFIC HOTEL CHAIN BY REFERENCE POINT HOIDISNEYWORLD/SI

REDISPLAY LAST HOI*R

HOTEL REFERENCE POINT AVAILABILITY

STEP 1 HORX:XX XXX=CITYCODE

STEP 2 HOA3/15MAR-4NT

(3 = LINE 3 OF THE HOTEL REFERENCE LIST) note - There is a script available to help you find hotel reference points

HOTEL DESCRIPTION FORMATS CHAIN CODE

CHAIN CODE WITH A KEYWORD

PROPERTY ON LINE 2 OF HOA OR HOI DISPLAY PROPERTY IN PNR SEGMENT 1

PROPERTY IN PNR SEGMENT 1 WITH KEYWORD

HODSI HODSI/COMM HOD2

HODS1 HODS1/ROOM

GALILEO HOTEL IMAGES:

HITP:/ /SDPPORT.GALILEO.COM/HOTELIMAGES/ Using the Apollo Property Number you can view the hotel

HOTEL AVAILABILITY UPDATE CHECK-OUT DATE

CHECK-IN/OUT DATES

NUMBER OF ADULTS IN ROOM TO 2 DISPLAY FOR SPECIFIC CHAIN CODE FEATURES

LOCATION CATEGORY MULTI-LEVEL RATES PROPERTY NAME PROPERTY TYPE

RATE CATEGORY UPDATE RATE CURRENCY REFERENCE POINT TRANSPORTATION

TO REMOVE SEARCH QUALIFIER

HOU-24tvlAR HOU1Sl'viAR-24MAR HOU2

HOU/HY

HOU /F-RES#HEA HOU/L-A

HOU /Dvrs#HFH HOU/N-PLAZA HOU/P-co HOU/C-GOV HOU/$USD HOU/R-HYDE PARK HOU/T-C

HOU/L-

HOTEL MODIFICATIONS MODIFY CHECK-IN DATE SEG 4 MODIFY CHECK-OUT DATE SEG 4 MODIFY NAME IN SEG 3

HOM4D/15MAR

HOM4D / -18tv1AR HOM30/NM-SMITH JOHN

56

ADD AN OPTIONAL FIELD SEG 2 CANCEL AN OPTION FIELD SEG 2

HOM20 IFG-1234567 HOM2X/SI

OPTIONAL SEARCH SEPARATOR EXAMPLE
QUALIFIER
AM DIAMOND RATING IAAA /AM3 (3 DIAMOND ONLY)
IAAA3-5 (3-5 DIAMOND RANGE)
CHAIN CODE I IEH#EM (MAXIMUM OF 6)
S*HTLI ALL BRANDS
DISTANCE I DIRECTION ID- ID-5 (5 MILE RADIUS)
ID-5W (5 MILES WEST ONLY)
FEATURES IF- IF-AIR :::: AIR CONDITIONING
IF-CAB :::: CABLE TV
I IF-CAR:::: CAR RENTAL DESK
I IF-CHI:::: CHILDREN STAY FREE
I
IF-PRO:::: CHILDREN'S PROGRAMS
IF-CON:::: CONCIERGE
IF-ENT:::: ENTERTAINMENT
IF-FAM:::; FAMILY PLAN
IF-FIR:::: FIREPLACE
IF-GOL :::; GOLF
IF-HAl:::; HAIR SALON
IF-HltN = HANDICAP FACILITIES
IF-HEA :::; HEALTH CLUB
IF-Er S I :::; HIGH SPEED INTERNET
IF-IND = INDOOR POOL
I IF-KIT:::; KITCHEN
IF-LAU = LAUNDRY
I IF-MIN = MINI BAR
IF-MOV = MOVIES
IF-NON = NONSMOKING
IF-OUT = OUTDOOR POOL
IF-PAR = PARKING
IF-RES = RESTAURANT
IF-ROO = ROOM SERVICE
IF-SAU = SAUNA
IF-SEC = SECRETARIAL SERVICES
IF-PET = SMALL PETS
IF-TEN = TENNIS COURT
IF-WET = WET BAR
- 1 " , i IF-FPA - FREE PARkING

57

I FREQUENT GUEST /FG- /FG-MC12345678 I
\
LOCATION /L- /L-A = AIRPORT I
/L-C = CITY
/L-D = DOWNTOWN
I . /L-R = RESORT
/L-S = SUBURB
/L-BEA = BEACH
/L-COU = COUNTRY, RURAL
MULTI LEVEL RATE CODE 0 DVTS#HFH
POSTAL CODE /PC- /PC-US90210 (USA)
(note - you can not use Distance, /PC-]P141 OAPAN)
Transportation, Property Number or
Reference point with a /PC-)
PROPERTY NAME . /N- /N-PLAZA
PROPERTY ,[,{PE /P- /P-CO = CONDOMINIUM
/P-HO - HOTEL
-
/P-MO - MOTEL
-
/P-RE - RESORT
-
/P-SU - SUITE
-
RATE CATEGORY /C- /C-ASC = ASSOCIATION
/C-CLB = CLUB
/C-CNV = CONVENTION
/C-COR = CORPORATE
/C-FMP = FAMILY PLAN
/C-GOV = GOVERNMENT
! /C-MIL = MILITARY
/C-PKG = PACKAGE
IC-SEN = SENIOR CITIZEN
/ C-SPL = SPECIAL
/C-RAC = RACK
/C-TUR= TUR
I /C-TVL = TRAVEL INDUSTRY
I
/C-WKD = WEEKEND
I /C-ALL = ALL RATE CODES
RATE VALUE /$ /$100 WITHIN 10% OF $100
(note - hotels participating in Inside /$-100 LESS THAN $100 I
Availability can override rate search /$+100 MORETHAN $100
i functionality) /$50-100 RATE RANGE
/$USD REQUEST US CURRENCY
R.EFERENCE POINTS /R- /R-SEARS TOWER
/R-TIMES SQUARE
I TRANSPORTATION /T- /T-C - COURTESY CAR
-
/T-L = LIMO
/T-O = OTHER 58

I /T-P = PlffiLIC 'IRANSPOR'I /T-T ::::: TAXI

/1'- W ::::: WALKING

59

Apollo Designated Queues:

Q;u~"~'!#: fil,lIBlte 7J;'itJe:
" "
00 Urgent (Advance Confirmations Within 24 Hours of Arrival)
01 General (Advance Confirmations - Hotel/Car)
02 Seats - Alternate Seats Confirmed By Airline
09 TAW (Moved Using ORB)
10 TAU (Today's Ticketing Date)
11 Galileo Wireless
12 TL (Tickler Follow-up File)
15 Group PNR's
17 Waitlist Confirmations - By Airlines
18 Schedule Change: Within 1-14 Days
19 Schedule Change: All Travel
20 Schedule Change: Within 15-30 Days
22 Schedule Change: Beyond 31 Days
33 Stored Pricing Default
55 Hickory After Hours pnrs S*HR24
71 Interrupted Airline Service
72 Opportunity Desk pnrs
75 Covering office - sends pnrs here - not used by all offices
80 Waitlist Confirmations I Lower Fare Found - Vantage
84 Schedule Changes on UA Flights
95 Vantage Bounce Back - OK
96 Vantage Bounce Back - Errors
97 vantage Buster Changes 60

QUEUEING

QEP/93N/03*CRF#your queue category VG

QEP/93N/93*CFX#your queue category FX

QEP/93N/3*CSS#your queue category SS

VANTAGE QC CHECK

FAX I EMAIL

SEATS

61

UNDERSTANDING SERVICE FEES

SERVICE FEES IN AN APOLLO PNR

*PT and you will see two separate service fee entries, similar to this SVC FEE-l0.00/CC

*SF-oARCOZ$9.30aT-9526428755

NOTE - The Automated Service Fee script should always be run outside of queue. Use QXIR to remove the pm from queue and Ignore and Retrieve it. Use QXER to remove the pm from queue and END and Retrieve it if you have made any changes to it.

AIRLINE SCHEDULE CHANGE - THAT CAUSES AN EXCHANGE TO BE ISSUED

If a schedule change occurs and you need to exchange the original ticket, you must REMOVE the service fee lines (see the example above) and add a WAIVER fee entry T-S3-W, this will let our accounting system know that the client is not to be charged a service fee on the exchange

AMTRAK PNR WITH HOTEL and/or CAR

After issuing the Amtrak ticket, you must REMOVE the service fee lines BEFORE driving the hotel and/ or car invoice using the HBSNONE/DADID or HBSNONE/DAD format

DLNG BOOKINGS THAT NEED TO BE TICKETED

Do NOT run the Automated Service Fee script while in QUEUE. You must pull up the pm OUTSIDE of the queue and run the script. Failure to do this will causes a lot of extra work for our accounting department. Its also extra work on you the agent, since the Service Fee does not appear in the *PT, you assume it didn't run and you run the script a second time. To prevent problems, make sure you are not in queue when you run the Automated Service Fee script.

EXCHANGE - CLIENT REQUESTED

If a client requests that their flights be changed, they are to pay a service fee for the Exchange transaction. Vantage will remind you to with the following *PRNI lines:

IF ISSUING MULTIPLE TICKETS OR EXCHANGING YOU MUST REMOVE OLD SVC FEE FROM*PT

AND ISSUE ANOTHER SVC FEE

You are to REMOVE the original service fee lines. Run the Automated Service Fee script PRIOR to issuing the exchange transaction. Failure to do this is costing us money!

HOTEL and/or CAR ADDED TO A TICKETED PNR

All hotels and/ or cars that are added to a ticketed pnr, must be invoiced into our accounting system so they are track-able for commission and client reporting purposes. You must REMOVE the service fee lines BEFORE driving the hotel and/ or car invoice using the HBSNONE/DADID or HBSNONE/DAD format

62

ITINERARY / INVOICE SENT VIA RELAY

For those customers that receive their itinerary via Apollo Relay, or when we use Relay due to a Vantage processing problem ~ you MUST select ITINERARY ONLY when doing the Itinerary Capture. Add ticket numbers and the service fee information into your RMU lines. Use of the

ITINERARY /INVOICE function will cause the fee to duplicate in accounting.

MULTI ATFQ LINES

Our clients only pay one service fee even if we are issuing split tickets. You are to run the Automated Service Fee script, then issue Ticket #1, using the HE 1: format. The next step is to REMOVE the service fee lines and add a WAIVER fee entry T-S3-ST, this will let our accounting system know that the client is not to be charged a service fee for the second ticket that is issued using HE2:

MULTI PASSENGER PNRS

A separate service fee must be charged for each traveler. Failure to do this is costing us moneyl Run the Automated Service Fee script, then issue the ticket for Passenger One. REMOVE the service fee lines, run the Automated Service Fee script, then issue the ticket for Passenger Two.

If you have been running the script one time and charging a Total for ALL service fees, that practice and not correct and should not be used any longer.

REISSUING A NEW TICKET IN A PREVIOUSLY TICKETED PNR

The client will be paying a new service fee for the new ticket that is being issued. You must REMOVE the service fee lines, run the Automated Service Fee script, then issue your new ticket. Failure to do this is costing us money!

SIMULTANEOUS CHANGES WHILE RUNNING THE FEE SCRIPT

If you start to issue an Automated Service Fee and receive simultaneous changes before you hit the "Issue Service Fee Now" button, it will still generate a fee charged on an MCO. You will need to void the MeO, run the script again to charge the Service Fee.

VOIDING A TICKET AND ISSUING A NEW ONE The process depends on the client's contract with us.

If their contract states they PAY for Voids ~ You must REMOVE the service fee lines, run the Automated Service Fee script, then issue your new ticket. Failure to do this is costing us money!

If their contract states they DO NOT pay for Voids ~ You must contact your accounting person via email to VOID the Service Fee associated with the ticket being voided. Run the Automated Service Fee script to process a new service fee, then issue the new ticket.

63

DlRECTRA VEL

VISAI PASSPORT REQUEST FORM

To ~_e filled b}'_~_~_~ve! age~_~_lil.~ase rrint !?f tyee clea~l}') __ ._ __ . __

Date requested:

Date needed by:

Company name:

account #:

Office branch:

PNR LOC: _

Agent: & #: __

Phone #

fux: _

Email: _

Client's name:

Return address:

City:

ST:

Z:

Delivery svc: _ Courier, _ Airborne, _UPS, _FEDEX, _DHL. ... (Check 1)

ACCOUNT # FOR RETURN SVC REQUEST:::::::-:-=-::--- _

COUNTRY OR COUNTRIES OF VISA REQUESTED:

Enclosed:

For Visa

__ Valid Passport (signed) _ Application (signed)

_ Company letter head

Invitation letter _Photoes)

Green Card Airline Tot

Additional instructions: _

for Passport

__ Valid Passport (signed) __ Application (signed) _Photoes)

Birth Certificate _ Marriage License Airline Tot

Form of payment: _ check attached credit card

Credit card # Exp

DlRECTRAVEL SVC FEE: $75.00 PLUS AN ADDlTIONAL $25.00 FOR ANY EXTRA SVC REQUIRED @ THE SAME TIME. .•

DIRECTRA VEL

150 EAST 52NJ) ST. 5FL. VISA & PASSPORT DEPT. NEW YORK, NY 10022

ATTN: J~_~I.~!~~Tql'l.Q¥__.i~~~)~~!_~_-65~.1

64

AUTOMATED MCOS

You must have a PNR displayed.

Enter HHMCO to display fill in format

Automated MCO examples:

Paper ticket fee

>HHMCUl *** MISC CHARGE ORDER ***

PASSENGER NAME TEST/TEST .

TO AMERICAN AIRLINES AT NEWARK .

VALID FOR 001PTF .

TOUR CODE RELATED TKT NBR .

FOP AX3711000000000001 .

EXP DATE 0103 APVL CODE COMM $0.00 TAX - ..

AMOUNT 20.00 - EQUIV - BSR .

END BOX 0017224657654 .

REMARK1 .

REMARK 2 .

VALIDATING CARRIER AA

ISSUE NOW Y

>

Valid for box = 001PTF or Paper Ticket Fee Related TKT NBR = Paper Ticket Number

Residual MCO

>HHMCUl *** MISC CHARGE ORDER ***

PASSENGER NAME TEST/TEST .

TO AMERICAN AIRLINES AT NEWARK .

VALID FOR FUTURE AIR TRANSPORTATION .

TOUR CODE RELATED TKT NBR 0017224657654

FOP XOOl7224657654 .

EXP DATE APVL CODE COMM $0.00 TAX - ..

AMOUNT 154.00 .. - EQUIV - BSR .

END BOX NON REFUNDABLE .

REMARKl .

REMARK 2 .

VALIDATING CARRIER AA

ISSUE NOW Y

>

Related TKT NBR = exchanged ticket number FOP = X followed by exchanged ticket number

END BOX = non refundable if exchanging non refundable ticket

65

Wast:his fare based on a round-trip fare basis? ~. Uyear ItO lt1!'fI:u&d iIII dowedm

Wa,SWlY portion of this ticket noo-refundable? .~. _

Tow Base fare used:

Base Refund:

Tax refund H1:

Tax refund #2:

Total:

Cancellation / Penalty fee:

Total Refund due~

Original Base fare paid:

Total Base fare used:

Base Refund:

Tax. refund 4tl:

Tax r-efund #2:

Total:

Cancellation I Penalty fee:

TotmJ Refcmd.du.e;

i L.

Accm.mt f:

4

1

'-----~.~~

66