Altea CM

rwandair.
com
DCS CUSTOMER MANAGEMENT

TRAINING FOR RWANDAIR
I N S T R U C T O R : F R A N C I S N K O TA N Y I
1
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C u s t o m e r M a n a g e m e n t Tr a i n i n g f o r R w a n d A i r
1. Names
2. Department
3. Working experience
4. Familiarity with CM
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H o u s e ke e p i n g ( C l a s s r u l e s )
100% Participation No Smoking
Evaluation
Schedule: 5 Days
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RwandAir Vision
Our Vision
“To be the airline of obvious choice in the market we serve”
Our Mission
“To provide unsurpassed, safe and reliable services in air transportation,

including strategically linking Rwanda with the outside world, while ensuring
a fair return on investment”
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A l t e a C M Tr a i n i n g f o r R w a n d A i r
Before You Start

This training explains how to use Amadeus Altéa Departure Control System
(DCS) Customer Management and it is fully practical.
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How to Sign In to Customer Management
To sign into the Customer Management application from the Normal Sign-in
screen:
1. Launch Customer Management.
2. If necessary, change the default connection by pressing Ctrl+down-arrow
in the Connection field and using the down-arrow key to select a new
connection. Press Enter.
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The two types of Connection are:

- Production: This is the live production software which is the version of the
software that you use while working.
- Skilling: This is a version of the software used for training. Any changes
applied to the Skilling version of the software do not affect the live system.
3. Type your user name in the User ID field.
4. Type your password in the Password field.
5. If necessary, change the default organization code in the Organization
field.
6. Tab to the Sign-in button and press Enter. If your sign-in is successful,
Customer Management opens.
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Failed Sign-in
If you try to sign into Customer Management and you use an incorrect user
ID, the system rejects the sign-in and a message informs you that the user
ID is invalid.
If you try to sign into Customer Management with a password that the
system does not recognize, the system rejects the sign-in and a message
informs you that the password you typed is incorrect.
If you enter an incorrect password more than the maximum allowed
number of times, a message appears informing you that your account is
locked. Contact your system administrator who will reset your password.
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Session Timeout
If there is no keyboard, mouse or device activity for 15 minutes, you are
automatically signed out of Customer Management and the Sign-in screen is
re- displayed. For security reasons, you cannot see the GUI behind the Sign-
in screen. Re-enter your password to sign in again. The GUI is displayed
exactly as it was when the system timed you out.
If you started a task before you were timed out, a message is displayed
telling you that the transaction could not be performed.
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Changing Duty Code

To use the Duty Code drop-down list to change the duty code:
1. In the Duty Code field, press Ctrl+down-arrow to open the Duty Code
drop- down list.
2. Use the arrow keys to select the required option and press Enter.
The Duty Code drop-down list closes and the selected option is displayed in
the Duty Code field.
Below is a table that explains the duty codes. Those marked ‘system’ are for
system administration staff.
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Table: Explanation of Duty Codes Explanation

Duty Code
SU Supervisor (system)
GS General sales or check-in agent
AS Agent sell (travel agents only)
PD Post-departure agent
TR Training
RC Reservations controller
PR Programmer (system)
CE Customer engineer (system)
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Change Your Password

Your user ID is initially assigned a password that you must change the first time
you sign in. Customer Management displays a message prompting you to do this.
Customer Management prompts you to enter a new password when your old
password expires. Your system administrator sets the validity period of your
password.
To change your password:
1. Type your old password in the Password field in the Normal Sign-in screen.
2. Type your new password in the New Password field in the Advanced Sign-in
screen.
3. Re-type your new password in the Confirmation field in the Advanced Sign-in
screen.
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Note: Passwords are case sensitive and can include a combination of letters
and numbers. You must use a minimum of six characters and a maximum of
40. Your last 12 passwords are stored in the system and cannot be re-used.
4. Press Enter to select the Sign-in button.
Action Lists
On the left-hand side of each application screen, there is an action list with
keyboard shortcuts, menu shortcuts and a system restart shortcut to take
you back to the opening screen for the application you are in. The
description of the shortcut is in blue on the left and the associated key is on
the right in orange.
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How to Open an Application

When you successfully sign into Customer Management, the Messenger
application and a location-based application are launched. The location-
based application launched depends on your role and physical location.
Below is a table listing the location-based default applications.
To open other Customer Management applications:
1. Press Alt+A to access the Applications menu.
2. Do the following:
- Press the down- and up-arrow keys to select the application you want to
open and press Enter.
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OR
- Press the key combination next to the menu option. For example, press
Ctrl+H to access the Customer application.
Note: Once you know the key combination required to open the application
you want, you can open it directly from the screen you are working in.
The maximum number of application tabs that you can have open at one
time is
10. When you reach this limit, a message informs you that you have reached
the maximum number of occurrences allowed for the application.
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Using the Messenger Application
How Are New Message Notifications Displayed?

While you are working in the other Customer Management applications, the
system notifies you every time a new message is published within the
themes to which you have subscribed. Above the action list on the left-hand
side of the screen, an icon is displayed, which indicates the priority of the
message.
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How to Subscribe to Message Themes

Temporary Subscriptions
Note: Temporary subscriptions are only valid for the current session. Each time
you sign into CM, you must subscribe to the relevant themes.
1. Open the Messenger menu and select Subscribe to display the Subscribe
screen.
2. Complete the Subscription Parameters fields.
3. Press Enter to activate the Subscribe button and subscribe to the themes
associated with your role.
The New Message List screen is displayed. The messages displayed are those
published after you have signed into Customer Management (current session).
They belong to the themes for which you have a temporary subscription.
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Permanent subscriptions
Permanent subscriptions are made by the Messenger Administrator on

your behalf, using Customer Management Business Rules and requesting
permanent themes via Work Order.
How to View Message Subscriptions
Open the Messenger menu and select View Subscriptions to display the
Subscription Reminder List screen.
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How to Display Messages

In the New Message List screen, enter the message number in the Select
message field. The message is automatically displayed in the Message panel.
How to Mark Messages as Read
1. Display the message you want to update.
See How to Display Messages above.
2. To change the message status to Read, press Enter to activate the Proceed
button.
The Update Message Status screen is displayed. In the Status column, the
message status is automatically changed to Read.
3. Press Enter to activate the Update button and validate your changes.
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How to Publish Messages

Note: The messages are published only to those users subscribed to the themes
you choose.
1. Open the Messenger menu and select Publish with Messenger to display the
Publish Message screen.
2. Press Ctrl+down-arrow key to open the list in the Priority field and select the
message priority.
The default priority is Very high.
3. Press Enter.
Your user ID is automatically displayed as the default in the Sender name field.
4. Use the fields in the Publish To group to specify the themes of the message:
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Select the role:
• Check-in agent
• Supervisor
• Service desk
• Gate agent
• All CM roles
• Load controller
• Ramp agent
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5. In the Message field, enter the message.

6. Press Enter to activate the Publish button.
7. Tab to the Done button and press Enter.
Note: If you go to the Publish Message screen again immediately
after publishing a message, the text of the previous message is
displayed in the Message field.
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How to Send Email Messages

1. Open the Messenger menu and select Publish with Options to display the Publish
Message Options screen.
2. In the Email Address field, enter the email addresses of the recipient. To add more
recipients, press Tab to move the cursor to the next email address field. You can add
up to nine recipients.
3. In the Subject field, enter the subject of the email.
4. In the Message field, enter the message.
5. Tab to the Publish button and press Enter.
If all recipients are on the list of authorized recipients defined by your airline, the
email is sent. Otherwise, a message is displayed, showing any unauthorized email
addresses.
6. When you have finished, tab to the Done button and press Enter.
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Flight
Displaying Flight Information
What is the Flight Information Screen?

The Flight Information screen displays flight leg information, grouped into
the following sections:
• Aircraft.
• Flight status.
• Schedule.
• Flight comments.
You can also display acceptance figures from this screen.
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How to Open the Flight Application
Press Ctrl+F to open the Flight application.

The Enter Flight screen displays your airline code or handler carrier
code by default, the current date and the 3-character airport code
associated with your terminal.
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How to Display Flight Information
1. On the Enter Flight screen, enter the following information in the Enter
flight details fields:
– Flight number.
– Date.
– Airport code in the From field (if required).
2. Press Enter to activate the Display button.
The Flight Information screen is displayed. This screen is useful for preplanning
flight activities and obtaining further flight information.
Note: If the selected flight has been cancelled, the screen will display a
watermark stating Flight cancelled.
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How to Search for a Flight

1. Press Ctrl+F to display the Flight application.
2. Open the Flight menu and select Search Flight to display the Search Flight
screen.
3. Specify your search criteria: Eg: Airports or train
stations
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4. If you want to search for overbooked flights only, select Yes in the
Overbooked only drop-down list.
5. Press Enter to activate the Search button.
A list of flights that matches your search options is displayed. Depending on
the option you have selected in the Overbooked only drop-down list, one of
the following screens is displayed:
– The Flight List screen if you have kept the default option No.
– The Overbooked Flight List screen if you have selected Yes.
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The capacity and availability by cabin for any flights (corresponding to your
search criteria) that have one or more cabins currently overbooked is displayed
in the Availability column.
6. In the Select flight field, enter the line number of a specific flight to view the
Flight Information screen for this flight.
7. Press Enter to activate the Select button.
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Updating Flight Information

How to Update Flight Information
The information displayed for a flight is taken from Altéa Departure Control Flight
Management. You can use the Flight application to make modifications to scheduled data.
1. On the Flight Information or Acceptance Figures screen, open the Flight menu and select
Flight Update to display the Flight Update screen.
2. To update flight timing information, select or enter new values as required in the Timings
panel.
Each time field consists of:
– A field in which you enter the time.
– A list for the day change indicator. The day change is in relation to the day of the scheduled
departure time.
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FIELD EXPLANATION
ETD The estimated time of departure.
Enter the new estimated time of departure. If required, select the day change indicator from the drop-down list. Once you have
entered the ETD, the time becomes mandatory. You can modify it but not delete it.
ETA The estimated time of arrival.

Enter the new estimated time of arrival. If required, select the day change indicator from the drop-down list. Once you have
entered the ETA, the time becomes mandatory. You can modify it but not delete it.
ADV The advise time of departure.

Used when an estimated time of departure cannot be given. A new ETD or ADV should be given at the advise time of departure.
Enter the ADV. If required, select the day change indicator from the drop-down list.
Boarding Enter the estimated boarding time.

time If required, select the day change indicator from the drop-down list.
ATD The actual time of departure.
If required, select the day change indicator from the drop-down list.
ATW The actual airborne time (wheels up).
If required, select the day change indicator from the drop-down list.
ATA The actual time of arrival.
You must manually update the ATA for ad hoc flights from this screen, as incoming MVT messages will not work on these flights.
Note: This field is only displayed when displaying ad hoc flights.
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DAY TWO
YESTERDAY’S RECAP
o Logging in Customer Management

o Messenger Application
o Flight Application
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YESTERDAY’S RECAP
o Key combinations in CM
1. Messenger CTRL + M
2. Flight application CTRL + F
3. Customer CTRL + H
4. Baggage CTRL + G
5. Boarding CTRL + B
6. Seating CTRL + S
7. User ID CTRL + O
8. Close application CTRL + E
9. Reservation CTRL + R
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Customer
Identifying Customers
How to Identify Customers Using Basic Options
1. Press Ctrl+H to open the Customer application if necessary.
The Customer Identification screen is displayed.
2. Enter basic options such as customer name and flight number.
The more options you specify, the more likely the system is to find an exact
customer match.
Depending on how the Customer Management Business Rules have been set up
for your airline, it could be mandatory for you to swipe the customer's passport.
3. Press Enter to activate the Identify button.
The system searches for possible matches.
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How to Identify Customers Using Advanced Options

2. Press F2 to display the Advanced Options.
3. Enter advanced options such as a ticket or credit card number in the
relevant fields.
You can use advanced options in combination with, or instead of, the basic
options. Any advanced options you specify will be used, even when only the
basic options are shown on the screen.
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The more options you specify, the more likely the system is to find an exact
customer match. However, an advanced option is only useful if the type of
information it requires is present in the CPR (Customer Product Record) or PNR
(Passenger Name Record).
The system searches for possible matches in the following order:
– Altéa Departure Control for matching CPRs.
– Reservation environment for matching PNRs (bookings).
– E-ticket server for matching e-tickets.
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How to Identify Customers by Swiping Documents
When you swipe a document such as a ticket or passport through an MSR, the
system takes information from the document automatically.
You can only swipe one document at a time.
Note: You can swipe one document after another without using the Customer
Identification screen. However, to simultaneously identify multiple customers
who are not linked, you must use the Customer Identification screen.
The swipe box, below the message area on the screen, shows the documents
you can use to identify a customer.
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2. Swipe the document through an MSR.

Note: Depending on the how the Customer Management Business
Rules have been set up for your airline, it could be mandatory for you to swipe
the customer's passport.
– Altéa Departure Control for matching Customer Product Records.
– Reservation environment for matching bookings.
The owner of the document is displayed.
Note: If the owner of the document is linked to any customers, they are
displayed simultaneously.
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2. Swipe the document through an MSR.

Note: Depending on the how the Customer Management Business
Rules have been set up for your airline, it could be mandatory for you to swipe
the customer's passport.
– Altéa Departure Control for matching Customer Product Records.
– Reservation environment for matching bookings.
The owner of the document is displayed.
Note: If the owner of the document is linked to any customers, they are
displayed simultaneously.
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How to Identify Customers From Customer Lists

1. Ensure that you have identified the relevant flight and that a customer list
including the customers you want to identify is shown on the Customer List
screen.
2. Open the Acceptance menu and select Identify Customer to display the
Customer Selection screen.
3. In the Select customer’s field, enter the numbers of the customers you want
to select for acceptance. When selecting multiple customers, separate
consecutive line numbers with a dash and non-consecutive numbers with a
comma.
Note: Use Page Up and Page Down to scroll up and down the list if necessary.
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4. Press Enter.
The Customer Acceptance screen is displayed. All customers who have not
been accepted are selected by default. You can now initiate the acceptance
process for the selected customers.
If all the customers have already been accepted for the prime flight, the
Customer Display screen is displayed instead of the Customer Acceptance
screen. You can update the information for accepted customers if necessary.
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Accepting Customers
How to Accept Customers
1. Ensure that the customers you want to accept are identified and shown in
the
CP table on one of the following screens:
– Customer Acceptance
– Customer Selection
2. Follow the steps listed in the table, depending on your current screen:
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Table: Steps to Initiate Customer Acceptance

Screen Steps
Customer This screen can show linked or additional customers depending on how you identified
Acceptance the customers. To select customers for acceptance, if necessary:
1. In the Select Customers field, select the customers you want to accept by entering
the relevant line numbers.
2. Press Enter.
Customer 1. In the Select Customers field, select the customers you want to accept by entering
Selection the relevant line number.
2. Press Enter.
The Customer Acceptance screen is displayed showing the selected customers in the
CP table.
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If there is no problem to be fixed before the selected customers can be

accepted for the prime flight (shown at the top of the screen), the Baggage
and Seating panels are displayed on the Customer Acceptance screen below
the CP table.
If there are problems to be fixed for at least one customer, the Baggage and
Seating panels are not displayed on the screen. Instead, you are prompted to
fix the first problem for the first customer.
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Using Advanced Options for Acceptance

What Are Advanced Options for Acceptance?
Advanced options change the acceptance flow for customers who have needs
that are different from most customers.
Example:
A customer on a multi-leg journey might want to short tag a bag or check in for
only the prime flight.

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Depending on the agreement with your airline and partner carriers, and if your
airline has implemented the appropriate Customer Management Business
Rules, at check-in you might not be able to accept through check-in customers
with different ticket numbers for onward flights.
You can action these requests using the Advanced Options panel on the
Customer Acceptance screen.
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How to Display Advanced Options for Acceptance
1. Ensure that the Customer Acceptance screen is displayed and you have fixed
all the outstanding problems for the selected customers.
2. If the Advanced Options section is collapsed, press F2. A list of options is
displayed.
Note: If only one customer is selected in the CP table, some of the options are
not included in the list because they do not apply.
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3. In the Select field, enter the option number you need. You can select
multiple option numbers. Separate consecutive numbers with a dash and non-
consecutive numbers with a comma.
4. Press Enter to activate the OK button.
If you select multiple options, all the relevant fields appear on the screen at
the same time. Depending on the options you select, the relevant screens
might also appear.
Note: Depending on customer circumstances, the fields for certain advanced
options such as individual baggage appear by default.
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Yesterday’s recap
 How to Identify Customers Using Basic Options
 How to Identify Customers Using Advanced Options
 How to Identify Customers by Swiping Documents
 How to Identify Customers From Customer Lists
 Accepting Customers
 Using Advanced Options for Acceptance
 4592408911787  4596774493025  4592408846002
 4592408911786  4592408912805  4592408911902
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Baggage
Identifying Baggage Records
DAY THREE
The Baggage Identification screen allows you to search for baggage records by:
• Bag tag number.
• Customer surname and flight details.
• From a customer record.
Using the advanced options, you can further refine your search by baggage
type, date range, and destination.
A baggage record can be linked to the Customer Product Record; however, the
two are separate records.
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Once you have identified the baggage record, the Baggage Display screen is
displayed. This screen displays any existing baggage details.
If the bag is part of a baggage pool, all customers and bags in the pool are
listed.
Additionally, the Pool information field group is displayed to the right of the
Baggage group and includes the Customers in pool and the Head of Pool
fields.
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How to Identify by Bag Tag Number

1. Press Ctrl+G to open the Baggage application.
The Baggage Identification screen is displayed.
2. On the Baggage Identification screen, enter the airline code and 6-digit bag
tag number in the Bag tag number field.
Example: 0459 798048.
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Adding and Updating Baggage

Adding Bags
2. Open the Baggage menu; select Add Bags to display the Add Bag screen.
3. If your airline has activated the Individual Bag Owner feature, in the
Select customers field, enter the line number of the customer you want to
update.
4. In the Additional hold baggage field, enter the number of pieces of
additional baggage.
5. If your airline has activated the Individual Bag Weight feature, press Tab to
go to the weight field and enter the total weight of the additional hold
baggage.
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6. If this is a special bag and your airline supports it, select Yes in the Is this a
special bag? Field and provide the details.
A baggage record is saved with the following information:

a. A Hold Baggage icon is displayed under the Baggage column of the CP
table.
If your airline has activated the Individual Bag Owner feature, the Hold
Baggage icon contains the actual number of accepted bags for the customer.
Example: if the pooled customer does not have any accepted bags.
Example: for two bags accepted.
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Cancelling Bags
How to Cancel Bags Before the Flight Has Departed
Caution: In case of a multi-leg flight, this cancellation procedure applies only to
the upline (departing) station. If you are located at a downline station, you
cannot use this procedure to cancel a bag.
1. Identify the baggage record.
The Baggage Display screen is displayed.
2. Open the Baggage menu and select Cancel Bags to display the Baggage
Removal screen.
3. In the Select customers field, enter the line numbers of the relevant
customer or baggage pool member.
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Note: You can only remove baggage for one customer or one baggage pool at a
time.
4. In the Select bags field, enter the line numbers of the bags to be removed if
the customer has more than one bag.
If there is only one bag, you do not need to enter a line number.
5. Press Enter to activate the Remove button and cancel the bags.
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Pooling Baggage
What Is a Baggage Pool?
A baggage pool is created when you add baggage for two or more customers
simultaneously. The Head of Pool (HOP), usually the first customer selected, is
assigned responsibility for all baggage for the entire itinerary. The other
customers in the group are called Members of Pool (MOP).
• If the customers do not have existing baggage records, you must first identify
them in the Customer application before you can add their bags. You can then
pool their bags by selecting the customers you want to include in the pool in
the Add Bag screen. Once customers are part of a baggage pool, you can add
additional baggage to the same pool.
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• If a non-pooled customer has existing baggage, you must remove their

baggage before you can include the customer in a new baggage pool. You can
then add the existing baggage and any new baggage into the new pool.
• If your airline has activated the feature, and if any customer in a baggage
pool has unpaid excess baggage, then all customers in the same pool show as
having unpaid excess baggage.
• If your airline has activated the feature, all baggage screens display baggage
details for each MOP.
In addition, the individual bag owner, and not the HOP, displays in the CP table
in the Baggage History screen and the Baggage Message History screen.
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How to Depool Bags

2. Open the Baggage menu and select Depool Bags to display the Depool
Baggage screen.
3. Press Enter to activate the Depool Baggage button. The baggage pool is
dissolved and all baggage records are associated to the HOP.
Note: The application might prompt you to cancel pools when individually
cancelling customer acceptance.
Note: Once baggage has been depooled, it cannot be pooled again unless you
cancel all the bags and then add them again to the group of customers.
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How to Update Baggage Records

2. Open the Baggage menu and select Amend Bags to display the Bag
Amendment screen.
3. In the Select customers field, enter the line number of the customer you
want to select.
4. Tab to the field you want to update, then enter over the existing information
or make a new selection.
Note: You cannot amend tag numbers; you must cancel them and begin again.
5. Press Enter to activate the Amend button and save your changes.
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How to Update Baggage Weight

1. Display the customer in the CP table whose baggages you want to update
their weight.
2. Open the Baggage menu, select Amend Weight to display the Amend
Weight screen.
3. In the Select Customers field, enter the line number of the relevant
customer or HOP.
4. In the Hold baggage weight field, enter the new weight for hold baggage.
5. Press Enter to activate the Amend weight button and save your changes.
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Accepting Crew and Rush Baggage

How to Accept Crew Baggage
2. Open the Baggage menu and select Create Crew/Rush Bags to display the
Rush and Crew Bags screen.
The baggage type is set to Crew by default.
3. In the Responsible customer field, enter the crew member’s name. Only
one name is necessary, usually the surname.
4. In the Hold baggage field, enter the number of pieces and the combined
weight.
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5. Complete the fields on the Rush and Crew Bags screen.

6. Press Enter to activate the Accept button.
7. If a new tag number has not been entered you might be prompted to print
crew bag tags or enter crew bag tag numbers.
How to Accept Rush Baggage

2. Open the Baggage menu and select Rush Bags to display the
Rush screen.
The baggage type is set to Crew by default.
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3. Change the Baggage type to Rush in the drop-down menu.

4. In the Responsible customer field, enter the customer’s name. Only one
name is necessary, usually the surname.
5. In the Hold baggage field, enter the number of pieces and the combined
weight.
6. Complete the Rush bag fields.
7. Press Enter to activate the Accept button.
If a new tag number has not been entered you might be prompted to print
rush bag tags or enter rush bag tag numbers.
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Yesterday’s recap
 Identifying baggage records using tag number
 Adding and Updating Baggage (Weight & Comment)
 Cancelling Bags
 Pooling Baggage
 How to Depool Bags
 How to Accept Crew Baggage
 How to Accept Rush Baggage
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Seating
DAY FOUR
Displaying and Using Seat Map

1. Press Ctrl+S to open the Seat Map application.
2. Complete the fields on the Enter Flight screen.
3. Press Enter to activate the Display Seat Map button.
The neutral seat map for the default class is displayed.
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Yesterday’s recap
 Seating allocation
 Exit seats
 Seats on the wings (Grey color)
 Other seats (Green color)
 Unindicated seat maps use www.seatguru.com
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Boarding DAY FIVE

Identifying Flights for Boarding
How to Identify Flights Using Flight Details
1. Press Ctrl+B to open the Boarding application.
2. Complete the mandatory fields on the screen.
3. Press Enter to activate the Display button.
If boarding is already open, the Boarding screen is displayed. If boarding is not
yet open, the Preview Boarding screen is displayed.
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Opening Boarding
How to Open Boarding
1. Ensure that the Preview Boarding screen is displayed.
2. Press Enter to activate the Open boarding button.
The name of the Preview Boarding screen changes to Boarding and a message
is displayed in the message area below the action list confirming that boarding
has been opened. Additionally, the boarding status in the Flight header line
changes to Now boarding.
3. If a boarding gate has not been assigned for the flight, you must assign the
gate at this point.
4. If customers have been accepted for the flight, you can now begin boarding
them.
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How to Revert Open Boarding
Note: You can only revert open boarding after boarding is open but before any
customers have been boarded.
1. Open the Boarding menu and select Revert Open Boarding.
A message is displayed confirming your action.
2. Select Yes to proceed.
Boarding is reverted from open and the Preview Boarding screen is displayed.
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Deboarding Customers

How to Deboard Customers From the Boarded List Screen
1. Ensure the Boarding screen is displayed.
2. Open the Boarding menu and select Boarded List to display the Boarded List
screen.
3. In the Select customers field, enter the line numbers of the customers you
want to deboard.
4. Press Enter to activate the Deboard button.
The Boarding screen is displayed and the customers you deboarded are
included in the Not Boarded Customers list.
rwandair.com
How to Close Boarding

1. Ensure the Boarding screen is displayed.
2. Press Enter to activate the Close boarding button.
Note: Once boarding for a flight is complete, you must close boarding before
the gate can be used to board another flight.
The Boarding Closed screen is displayed with a watermark confirming that
boarding is closed.
– If you want to perform boarding activities for another flight immediately,

press Enter to activate the New flight button.
rwandair.com
Passenger manifests printing
1. Press Ctrl+F to display the flight.

2. Use F4 to display customer list.
3. If the printer is set to your computer, print to the default printer.
4. If the printer is not default, you may need to copy to clipboard and paste
the list in word document.
rwandair.com
Sending manifests by email
1. Press Ctrl+F to display the flight.

2. Use F4 to display customer list.
3. Use print with options and fill the email address in the space provided.
4. Then press enter to activate print.
rwandair.com
Passenger check-in
Check-in
 Check-in deadlines
 O p e r a ti n g c a r r i e r , M a r k e ti n g c a r r i e r , We t l e a s e
 Manual check-in
 Through check-in
 Return check-in
 Self service check-in
 O ff - s i t e c h e c k - i n
 Emergency back up check-in
 B a g g a g e d r o p o ff
 Tr a v e l d o c u m e n t v e r i fi c a ti o n a n d A P I
rwandair.com
Passenger check-in
Special category passengers
1. UMNRs
2. Infants and Children
3. Groups
4. F Q T Vs
5. VIPs
6. PRMs
7. MEDAs
8. Service Animals
9. Stretcher transport
10. INADs
11. DEPOs
12. Unruly passengers
rwandair.com
Passenger check-in
Special category passengers
Category of passenger Description
UMNRs Between 5-12 years travelling alone
Infants and Children Below 2 years (Infant), Between 2 and 12 years (Child)
Groups Passengers travelling together in the same booking
FQTVs Frequent travelers with memberships
VIPs Very Important Passengers
PRMs Persons with reduced mobility
MEDAs Person who needs medical clearance to be accepted for air travel.
Service Animals Accept passengers with certified service animals into the cabin
Stretcher transport passenger who requires transportation on a stretcher and the SSR code is STCR
INADs Inadmissible passengers
DEPOs Deported passengers
Unruly passengers Disruptive passengers

rwandair.com
Passenger check-in
Group check-in
1. Passengers shall be checked-in and accepted all individually.

2. Seats shall be assigned together, if requested, respecting any
special seating requirements.
3. Baggage tags shall be issued individually.
4. Each piece of baggage shall bear the respective passenger's
identification
5. Exception: Bag tags for family members travelling together shall
be issued on one family name.
rwandair.com
Passenger check-in
Emerald Silver
Special category passengers: Frequent Travelers
1. Advantages for RwandAir Starting level 25,000 miles

2. Miles earning
Gold Diamond
3. Awards
4. M e m b e r s h i p t e r m s a n d c o n d i ti o n s
5. Membership cards
50,000 miles 100,000 miles

rwandair.com
Passenger check-in
Special category passengers: Frequent Travelers
Advantages for RwandAir
 G i v e s u s c o m p e ti ti v e a d v a n t a g e b y o ff e r i n g i d e n ti c a l p r o d u c t s
 Enhance the appealed WB’s products
 Ensures brand loyalty
MURAKOZE
rwandair.com
QUESTIONS WELCOME
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rwandair.

DCS CUSTOMER MANAGEMENT

100% Participation No Smoking

“To be the airline of obvious choice in the market we serve”

“To provide unsurpassed, safe and reliable services in air transportation,

Before You Start

How to Sign In to Customer Management

The two types of Connection are:

Changing Duty Code

Table: Explanation of Duty Codes Explanation

Change Your Password

How to Open an Application

Using the Messenger Application

How Are New Message Notifications Displayed?

How to Subscribe to Message Themes

Permanent subscriptions are made by the Messenger Administrator on

How to View Message Subscriptions

How to Display Messages

How to Publish Messages

Select the role:

5. In the Message field, enter the message.

How to Send Email Messages

Displaying Flight Information

What is the Flight Information Screen?

How to Open the Flight Application

Press Ctrl+F to open the Flight application.

How to Display Flight Information

How to Search for a Flight

Updating Flight Information

ETA The estimated time of arrival.

ADV The advise time of departure.

Boarding Enter the estimated boarding time.

o Logging in Customer Management

How to Identify Customers Using Advanced Options

How to Identify Customers by Swiping Documents

2. Swipe the document through an MSR.

2. Swipe the document through an MSR.

How to Identify Customers From Customer Lists

Table: Steps to Initiate Customer Acceptance

If there is no problem to be fixed before the selected customers can be

Using Advanced Options for Acceptance

How to Display Advanced Options for Acceptance

How to Identify by Bag Tag Number

Adding and Updating Baggage

A baggage record is saved with the following information:

• If a non-pooled customer has existing baggage, you must remove their

How to Depool Bags

How to Update Baggage Records

How to Update Baggage Weight

Accepting Crew and Rush Baggage

5. Complete the fields on the Rush and Crew Bags screen.

How to Accept Rush Baggage

3. Change the Baggage type to Rush in the drop-down menu.

Boarding DAY FIVE

How to Revert Open Boarding

How to Close Boarding

– If you want to perform boarding activities for another flight immediately,

Passenger manifests printing

1. Press Ctrl+F to display the flight.

Sending manifests by email

1. Press Ctrl+F to display the flight.

Special category passengers

UMNRs Between 5-12 years travelling alone

Groups Passengers travelling together in the same booking