Statu Training Traffic 120's Impact Level Current Impact

LOB Project Name Definition Scope Product Owner GCO Owner Training Method Identified Risks Current Actions and next Step
s Status Volume (Jun 19) Level (Oct 19)
Darcie Feijo EU/APAC migration completed (except POS CN) - POS CN planned for Q1 2020
PSD2 Dependencies
New Air Checkout Marc André (NA) / Céline NA : Next wave of traffic increase is planned for October 30th - dependant on Global Approval
Air Checkout Global FCT Webinar Ongoing 90% Medium Medium Dependencies with Global Approval for 100% completion
page Brunet Perdriau for Ticketless carriers
M&E bookings in the Checkout path (NA) - New Process
(EU/APAC) Completion expected in Q1 2020 with full Global Approval coverage.
All new
content/enhancemen Offline transaction management : Scope and Timeline to be monitored (potential Product will be working on Southwest unused ticket redemption as best effort in the the
Air Initiatives Global NA NA FCT Communication Ongoing NA Low Low
ts related to Air AHT driver) upcoming 120.
AIR

product
Rollout on 10 POS for LH successfull - 99% success rate
New Distribution
Other the next few weeks Product will open traffic to strategic accounts and manage opt outs.
Capability - Light Fare
Etienne 10% NDC content through Travelfusion : No Approval possible For BA, decision has been taken not to perform a pilot phase as BA 24/7 Customer Service wasn't
NDC management for Global Laurent Dionnet FCT Communication Ongoing Low Low
Dehane (LH) Timeline impacted by "Quality and Experience" initiative ready.
LH,BA and AF
New rollout date is November 1st - GCO training plan in progress.
Airlines

Dual Experience for Users/Agents

100% traffic expected for October 30th with launch of Approval for Multi-Traveler Rail bookings.
No Online Modification, No On Hold feature, No automation of Paper Tickets -
New FR Rail flow on Christophe Product remains focus on GCO and Customers issues - work ongoing on Ticketing rejects -
FR Rail on SGP FR David Phanixiath FCT Communication Ongoing 90% Low High AHT and Call Propensity impact
SGP Castel biggest impact driver.
No Delivery runs access, No Delay Ticketing - Change in Customer Experience
On Hold feature and sending ticket to Arranger are expected for end of October.
No Legacy access as workaround

Rollout is paused until GCO and Customers pain points are solved.
New DE Rail Flow Jessica Marchal de Dual Experience for Users/Agents Product focus on internal fixes : Missing stations, Price inclusions and fare conditions and request
DE Rail on SGP DE David Hartley FCT TBC TBC 55% Low High
on SGP Corny Missing Fonctionalities - Seat Preferences specific coach/seat - Target is M4Provider related issues 5:8itized with stakeholders inclusing
RAIL

definition of a must have list to resume SGP rollout.

Ability to book David Hartley/

Rail Multi -Traveler Jessica Marchal de Not Final wave for POS FR targeted for October 16th.
multiple travelers on Global Christophe DEV Communication NA Low Low POS UK and FR : Rebuilding of the invoicing report is required on SilverRail side
on SGP Corny Started POS UK accreditation date is planned for end of October with a rollout expected in November.
one single PNR Castel
All new
content/enhancemen support of dynamic fee and PSD2 testing are done
Rail Initiatives Global NA NA DEV TBC TBC NA Low Low
ts related to Rail All other initiatives are on hold due to QoE.
product
Ability to Hotel Change through SGP will be a new notion for Agents - New Process to
Hotel Modification All EU/APAC Customers have been activated except Customers with a transaction fee.
cancel/modify Hotel Global Rob Atkinson Darcie Feijo FCT Communication Ongoing 85% Low Low be build
(Hard Change) Remaining Customers to be migrated in October.
for Customers TC view on new SGP cancel page is not yet available

QoE focus on impactful areas such as Reducing price change and increasing purchase success rates.
All new Amadeus integration : final bulk of Negociated rates loading expected in October . A few Clients
GDS Hotel content in Amadeus - Training need
content/enhancemen will remain on exception and will be migrated during Q4.
Hotel SGP Global NA NA FCT Communication Ongoing NA Medium Low Hotel Savings finders - Automated Cancel and Rebook approach may cause
ts related to Air Hotel savings finder : Developpment will resume shortly - topic is flagged as top priority for
HOTEL

confusion to Customers - Call Driver for Agents + potential AHT impact

product Product.
For NA, Product will start to deprecate Emain dependencies for SGP bookings during October.

A new offering to
support central POS IE launched on October 7th after Shared Service teams training completion.
payment for Hotel Lack of data in Failure emails received by Conferma - Major AHT impact - Product is working on identifying next POS to migrate.
CCP (HCP) Global Mayank Desai David Hartley FCT Communication TBC <5% Low Low
stay for all rate types Blocker beyond FCT stage Project Phase 2 is planned for Q1 2020 involving POS not activated on HCB and Cleint virtual
plus incidentals using cards as payment.
Client liability card
SGP Migration Complete.
New Car shopping
Global Car Global Pranay Deb Jha Céline Perdriau FCT Webinar Ongoing 100% Low Low Product will now work on missing functions: Traveler messages (for EU), Price based policy for Car
flow on SGP
and EPR/Neg rate tool for SGP
CAR

New Ground Depenencies with PSD2

Ground shopping flow on Global TBC David Hartley Dev Communication TBC 0% Low Low invoicing issues - offline GDS bookings not seen in Navision but still invoiced by Project on Hold due to QoE
SGP Supplier
Work on improving messages for Auth mode and CDF bulk updates has been done as part of
Single Global Shikha Chadha Change of process / Potential Dual Processes ( on Global Guest User card)
QoE.
USER

User & Company Platform for Users Global Megha Pahwa David Hartley FCT Communication Ongoing NA Low Low
Next items will be : Add loyalty card program and save it back to Profile, allow reminders for
and Companies PSD2 Dependencies
Customers in a subscription cards needs to be renewed and update delegate approvers in Bulk.
No mail send to Approvers in case of change of Air Ticketing deadline =
UK Rail migration to post booking approval completed.
Regression compared to Legacy
APPROVAL

Next Rail item is management of multi-passenger bookings.

New Approval flow Delivery change: Bookings with approval deadline < 20min will be auto-denied if
Global Approval Global Kriti Agarwal Céline Perdriau FCT Communication Done NA Medium Medium For NA Air, FCT for pre-booking approval for ticketless carriers is planned for October 30th.
on SGP company is set to denied by default - Call propensity impact for GCO
On par with Emain behaviour - No impact anticipated for GCO.
Bookings reserved online, and modified offline, will not be able to be pushed
Post booking approval for regular airlines is scheduled for end of Q1 2020.
back online for approval - AHT impact for GCO

Additional Services Air Insurance : BO Impact on Productivity - Manual Invoicing Air insurance (Allianz) : finish EU Rollout with launch of POS UK and PL in October.
Advantage Global Jon Metz Céline Perdriau FCT Communication Ongoing NA Low Low
ADVANTAGE

offer to Customers Timeline impacted by "Quality and Experience" initiative Start developpement for NA - POS US is targeted for Q4.

Revamp of
Christophe PSD2 Dependencies
NSB Billback/SRQ form in Global Heather Lisagor Dev Communication Ongoing <1% Low Low Project on Hold due to QoE
Castel Timeline impacted by "Quality and Experience" initiative
SGP