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Lesson: Ticket Exchanges and Refunds
Total Time: Content: Question/answer:
90 minutes 70 minutes 20 minutes
Lesson Description: This lesson concentrates on the basic
elements of a Ticket Exchange. Topics covered: add collect, even
exchange, exchange with refund, and print only exchanges are
described with ticket exchange guidelines and commission fields.
Note: Automated Reissue and the Standard Exchange Script are not
covered in this lesson. Author: Pat Garstad SME: Approved: PNRs
created: ESTES/ANA/RAUL KORB/FRANZ
Instructors’ Notes
This class requires creation of two PNRs. It is recommended that
PNRs be created prior to the start of class so that they are
available during presentation. Since PNRs are cancelled by the
airline if no action is taken within 24 hours, it should be shortly
before the class. Please use dates that are at least six months out
so that current operations are not disrupted. We cannot complete an
e-ticket on DL. Suggest using Northwest Airlines.
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Also, please do not create MK or HK segments for this purpose.
The Estes PNR is used as an example of an even exchange when travel
has not commenced. The first Korb PNR is shown on PowerPoint. The
PNR is partially flown. The steps to change itinerary and reprice
the PNR are discussed through the displays. The second Korb PNR is
used as an example of a refund exchange using an automated refund
with residual amount. Be sure all PNRs are deleted at the end of
class.
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Class Preparation
Estes PNR (page 22) - Build PNR and store fare and fare quote.
Korb PNR – (page 68) - Build PNR and issue original ticket.
PowerPoint - 01
Welcome to Ticket Exchanges and Refunds
Instructors’ Notes
This class discusses the types of ticket exchanges and
demonstrates hands on examples of an even exchange, an additional
collection when the itinerary is partially flown, and an automated
refund with residual value. PNR set-up is discussed for each
example.
An exchange occurs when a passenger is using a previously
purchased ticket, coupon and/or certificate toward the purchase of
a new ticket. The Worldspan exchange program provides maximum
flexibility in processing exchange tickets. One EZ entry can: Issue
a ticket Issue an itinerary/invoice Update the Daily Document Log
(DDL) Transmit an interface message Reference page indexes for
exchange can be found in HELP EXCH and INFO EXCH.
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PowerPoint - 02
Objectives At the end of this lesson, you will be able to:
Locate reference pages for exchange transactions. Understand
mandatory and optional exchange entries. Prepare a PNR for an
exchange. Recognize and use the Worldspan Go! Res Ticket
Exchange
Script.
PowerPoint - 03
Four Types of Exchange Transactions Add Collect Exchange Even
Exchange Exchange with Refund Print Only Exchange
Instructors’ Notes
The following scenarios require an exchange transaction: Add
Collect Exchange
An add collect exchange is used when an amount due must be
collected from the passenger as the result of a higher fare or
change penalties.
The amount of the additional collection is the amount updated to
DDL.
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The fare for the new ticket prints on the flight coupons. When
penalties are collected, any commission must be entered
as a dollar amount. Even Exchange
The fare is the same amount on both the new and the old ticket
and no change fee is being collected.
A direct or non-stop flight has changed to a connecting flight.
The airline has a schedule change and they request a new
ticket be issued. Exchange with Refund
There is no change to the original ticket; however, the fare of
the original issued ticket has decreased.
A refund exchange is performed when the amount of the new
document is less than the amount of the old document, and the
difference can be refunded.
Print Only Exchange The agency needs to print data in the Issue
in Exchange box
and/or the Original Issue box of a ticket, but doesn’t have to
go through the exchange process.
If using a certificate issued by an airline and only the
certificate number is required on the ticket. No exchange
transaction is required.
The first step in issuing an exchange is to make sure the PNR is
ready. Let’s look at some guidelines that apply to the PNR when
doing an exchange transaction.
Not all certificates require an exchange transaction. Type A
discount certificates are airline issued documents that give you
permission to issue a ticket at a discounted fare. The purchaser
pays the discounted fare. Certificate numbers are entered as
directed by the airline, many times in the endorsement box using
endorsement remarks. Type B vouchers are usually transportation
credit vouchers to be exchanged toward the purchase of a new
ticket. Tickets are issued at the published fare, and the purchaser
pays the balance after the voucher is applied. These vouchers have
monetary value, require an exchange transaction, and may require a
REN form.
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Always check with the issuing airline for complete instructions.
For information regarding reporting procedures, check with your
agency settlement plan.
PowerPoint - 04
PNR Set-up Make itinerary changes to the PNR. Autoprice,
Agent-assist price, or Rate Desk price the PNR. Verify the
ticketing field. Form of payment must be stored in the PNR, or
included in the
ticketing entry. Check the fare rules for penalties that may
apply. For multi-name PNRs, each exchange transaction must be
entered separately.
Instructors’ Notes
Let’s look at some guidelines that apply to exchange
transactions.
Application Sharing
1. Display the PNR for Estes.
*-ESTES
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1P- MI2X6A 1.2ESTES/ANA/RAUL*2ADT 1*DL4326K 10SEP SA ATLIAH HK2
1055A 1204P/O $ E 2*DL4213K 17SEP SA IAHATL HK2 1050A 202P/O $ E P-
1.PQ2 770 555-1234-T/E-LEARNING TRAVEL/MELISSA T- 1.T/29APR0800
1P/PQ2/P1*0069010374329-330 I100108 A-CM5*$C50.00 TKG FAX-AUTO
PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 29APR BY AGT-P1/PQ2 ADT ATL
DL HOU 217.67DL ATL 217.67USD435.34END DL ZPATLIAH XT5.00AY4.50XF
ATL4.5 BF-435.34 TX-48.55 TTL-483.89 K3NBV )>
Instructors’ Notes
Assume the return date is now September 18. We need to prepare
the PNR for re-issue. 2. Change the return date to September 18.
Then store the fare
and the fare quote. End and retrieve the PNR.
X2#0/18SEP 4P* 4PQ ER
1P- MI2X6A 1.2ESTES/ANA/RAUL*2ADT 1*DL4326K 10SEP SA ATLIAH HK2
1055A 1204P/O $ E 2*DL4213K 18SEP SU IAHATL HK2 1050A 202P/O $ E P-
1.PQ2 770 555-1234-T/E-LEARNING TRAVEL/MELISSA T- 1.T/29APR0800
1P/PQ2/P1*0069010374329-330 I100108 A-CM5*$C50.00 TKG FAX-AUTO
PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 29APR BY AGT-P1/PQ2 ADT ATL
DL HOU 217.67DL ATL 217.67USD435.34END DL ZPATLIAH XT5.00AY4.50XF
ATL4.5 BF-435.34 TX-48.55 TTL-483.89 K3NBV )>
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Instructors’ Notes
Now the PNR is ready for the exchange. Let’s take a look at some
example exchange entries. We will finish the exchange in a moment,
First, look at the identifiers of an even exchange.
PowerPoint - 05
Exchange Identifiers
#$*EE (Even and Print Only exchange) #$*IE (Additional
Collection and Refund Exchanges)
Instructors’ Notes
To distinguish even and uneven exchanges, use the identifiers
#$*EE or #$*IE.
PowerPoint - 06
Document Identifiers
Identifier Description Character Limitation
T Industry ticket 14
M Miscellaneous Charge Order 14
O Other (voucher, certificate) 2-14
P Print only exchange (valid with #$*EE only)
2-14
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Identifier Description Character Limitation
only)
Instructors’ Notes
Document identifiers are used to indicate the type of document
being used for the exchange. Look at an exchange entry for an even
exchange and the mandatory elements.
Now, look at the mandatory elements of an even exchange.
PowerPoint - 07
Even Exchange - Mandatory Elements
EZ#$*EET1251234567890X*34#N1.2#KEX
EZE* M (MCO) X A KEX10 EZT O Other 0-6 1-4 KEX*$0.00
KEX*$N0.00
Instructors’ Notes
EZ# Ticketing function identifier The EZ# entry issues an
e-ticket. If the link is down or the airline doesn’t accept
e-ticket, the Worldspan system automatically defaults to paper
ticket.
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EZE* can also be used. This ticketing function identifier issues
an e-ticket and all other documents listed in your EZ options
table. Unlike EZ#, EZE* only issues an e-ticket. If the link is
down or the airline doesn’t accept e-ticket, the system will
generate an error rather than defaulting to paper ticket.
A third option is EZT. This function issues only a paper ticket
(not an e-ticket). The other documents listed in the EZ option
table only print if they include an asterisk (*) after the EZT.
$*EE Even exchange element T Document identifier element
Document identifiers are used to indicate the type of document
being used for the exchange. In our example we are using T to
indicate industry ticket. Other options are:
12512…X Exchange document number element
If the document is T for Ticket, the character limitation is 14
digits.
Three-digit airline code (125) for British Airways Ten-digit
ticket number (1234567890)
One check digit (0 – 6) If you don’t know the check digit, use
an X to indicate unknown. If the document is M for MCO, the
character limitation is also 14 digits.
If the document is O for other document types, the character
limitation is a minimum of 2 and a maximum of 14 digits.
*34 Asterisk and coupon numbers element
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The asterisk (*) is a mandatory separator. In our example the
numbers 3 4 are used for coupons three and four.
Coupon numbers for industry tickets reflect the specific coupons
of the ticket that are used for the exchange. Use *A or *1234 to
indicate coupons one, two, three, and four. ARC (Airlines Reporting
Corporation) requires accurate accountability for coupon numbers,
so it is important to use the correct coupon number combination. If
the exchange document identifier is M for an MCO, the coupon number
following the document number must be the number one 1, or the
letter A.
#N1.2 # and name select element
The # is a mandatory separator. Name select is mandatory only
for exchanges on multi-party PNRs.
#KEX # and commission exchange element
The # is a mandatory separator. In our example KEX prints EXCH
in the commission/tax box of the ticket and updates the DDL with
zero (0) commission amount. Other options: KEX*$0.00 - Prints EXCH
in the commission/tax box of the ticket and updates the DDL with a
dollar amount.
KEX*10 - Prints EXCH in the commission/tax box of the ticket and
updates DDL with a percent amount. KEX*$N0.00 - Prints EXCH in the
commission/tax box of the ticket and updates DDL with a negative
dollar amount. (Used for even or add collect exchanges with a
negative commission amount).
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Commission on exchange #KEX is not mandatory to complete an
exchange. Commission must be entered to update DDL and when
applicable, collect commission for an exchange. Here are other
ticketing examples using mandatory elements for an even ticket
exchange:
PowerPoint - 08
Even Exchange - Mandatory Elements 1.
EZE*#$*EET0121234567890X*A#KEX*$10.00#N2.1
2. EZT#$*EEM01612345678904*1#KEX#N1.3
3. EZ#$*EET0061234567890X*12/EEO98765432101234/EEM00
60987654321X*1#KEX#N1.1
Instructors’ Notes
1. EZE*#$*EET0121234567890X*A#KEX*$10.00#N2.1
- Issue electronic ticket only EZE* and other documents - The
check digit of the ticket is unknown EET….X - Exchanging all *A
four coupons - The commission amount is $10.00 #KEX*$10.00 - For
name field 2.1 of the PNR #N2.1
2. EZT#$*EEM01612345678904*1#KEX#N1.3 - Issue paper ticket only
EZT - Exchange MCO EEM with a check digit of four (4) - The MCO is
one coupon *1 - The commission amount is zero #KEX - Name field 1.3
of the PNR #N1.3
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3.
EZ#$*EET0061234567890X*12/EEO98765432101234/EEM0060987654321X*1#KEX#N1.1
- Issue electronic ticket only, except when the link is down or the
airline doesn’t accept e-ticket, then the Worldspan system
automatically defaults to paper ticket. EZ# - Exchanging coupons
one and two of a ticket EET, an other document EEO, and an MCO
document EEM - A maximum of three exchange document print on the
itinerary/invoice. Only the first exchange document number updates
the DDL primary display, however, the secondary display lists all
other documents.
Exchange elements can be entered in any order separated by an
oblique (/). All ticketing options, such as name select or
commission, can be entered before or after the stream of exchange
elements, and are separated by an end item (#). The exceptions to
this are credit card approval codes, and the form of payment
override, which are always entered as the first option. Now that we
understand the mandatory elements, let’s review the optional even
exchange elements.
PowerPoint - 09
Even Exchange – Optional Exchange Elements /OB Exchange old
document base fare, tax, total (Original Base)
/OB465.12XUS34.88XZP8.00T508.00 /EI Involuntary exchange indicator
/EI /RM Refund MCO document number and amount
/RM0851234567890XMA40.00
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Instructors’ Notes
Optional exchange elements may or may not apply depending on the
type of exchange. /OB When the original base fare data is used, the
Exchanged
Fare area of the invoice indicates the fare for the original
ticket coupons being exchanged.
/OB Original Base identifier XUS, XZP Tax amounts
If included, an X followed by the tax code must precede each tax
amount. A maximum of three taxes are permitted.
T Total amount A T must precede the amount. The total must equal
the sum of the base and taxes.
/EI The involuntary exchange indicator /EI is applicable
when the airlines make changes to a direct or non-stop flight,
or there is a schedule change that requires an exchange. This is
considered an involuntary exchange and is not a request of the
passenger. This is a stand alone field, including /EI only.
/RM Refund MCO identifier
The amount identifier is mandatory if the /RM field is used. The
MCO amount follows the MA identifier and must be an amount greater
than zero.
PowerPoint - 10
Even Exchange – Optional Exchange Elements
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/KO$ Original commission data /KO$15.81N$13.95 /OD Original
document data /ODT0061234567890 /OI Original issue data
/OIATL10MAY001234567
Instructors’ Notes
/KO$ The exchange option for original commission data is used
for informational purposes. Although this data is sent in the
interface message to ARC/IAR, it does not update the DDL. Only the
#KEX amounts and commission remarks update the DDL allowing to
collect the commission. Use both the /KO$ options and the #KEX
option if you want to update both the ARC/IAR and DDL.
/KO$ Original commission identifier N$ The new commission option
identifier /OD Original document number identifier T, M, or O
follows the identifier for ticket, MCO, or other
document. /OI Original issue data identifier The city code, date
with year, and the seven-digit IATA
number of the issuing office follows the /OI identifier. The
original issue data prints on the ticket, but does not update the
DDL or print on the invoice. This information is mandatory for
Delta Air Lines.
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PowerPoint - 11
Even Exchange – Optional Exchange Elements
/UP Unused PFC data: /UPATL3 /A Additional collection data:
/AB35.25X2.65P100.00T137.90 /AP100.00T100.00 /R Refund amount data:
/RB232.56X17.44XXF6.00P100.00T156.00 /O$ Original form of payment:
/O$CCAX
Instructors’ Notes
(These notes go with both the above PPTs) Let’s talk about
mandatory and optional exchange elements. Certain exchange elements
are mandatory depending on the type of exchange or carrier. For
example, additional collection entries require the original form of
payment data (/O$) as well as the add collect data (/A). Refund
exchanges require the refund amount data (/R). Optional exchange
elements, such as unused PFCs (/UP) and original commission data
(/KO$), may or may not apply depending on the type of exchange. For
example, the involuntary exchange indicator (/EI) is applicable
only to certain even exchanges. Original issue data (/OI) is
applicable to any type of exchange and is mandatory for Delta Air
Lines.
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For lists of applicable mandatory and optional exchange
elements, see INFO EVEN, INFO ADDC and INFO EXCHPRINT.
PowerPoint - 12
EZ Drivestream:
EZ#$*IET0169876543210X*A/OB380.00T380.00/AP150.00T150.00/O$CK#KEX*$10.50
Document Instruction:
4-DI#N2.2#$*IET0051234567890X*A/O$CC/AP100.00
T100.00#KEX*$25.00
Instructors’ Notes
Exchange entry elements can be included in the EZ drivestream or
stored in a document instruction (4-DI). Name select is mandatory
for exchanges on multi party PNRs. Commission on exchange #KEX is
not mandatory, but must be entered to update the DDL and collect
commission for the exchange. Name select and commission on
exchanges are not applicable to Amtrak. Let’s access Worldspan Go!
Res to see where we can find a list of applicable mandatory and
optional even exchange elements.
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Application Sharing
1. Access INFO EVEN and move down to Mandatory Exchange
Elements.
INFO EVEN
MD
MANDATORY EXCHANGE ELEMENTS FOR AN EVEN EXCHANGE EXCHANGE
FUNCTION IDENTIFIER DOCUMENT IDENTIFIER/NUMBER COUPON NUMBERS FOR
TICKETS NAME SELECT IN MULTI-PARTY PNRS EXAMPLE - EVEN EXCHANGE
WITH MANDATORY ELEMENTS ENTRY - EZ#$*EET1251234567890X*34#N1.2#KEX
EZ# - TICKETING FUNCTION IDENTIFIER $*EE - EVEN EXCHANGE IDENTIFIER
T - DOCUMENT IDENTIFIER 125...X - 14 DIGIT EXCHANGE DOCUMENT NUMBER
X INDICATES UNKNOWN CHECK DIGIT *34 - MANDATORY ASTERISK AND COUPON
NUMBERS)> 34 IS FOR COUPONS 3 AND 4 USE (A) IF ALL COUPONS ARE
EXCHANGED #N1.2 - MANDATORY # AND NAME SELECT NAME SELECT IS
MANDATORY FOR MULTI-PARTY PNR*S #KEY - MANDATORY # W/COMMISSION
EXCHANGE ELEMENT KEX - PRINT EXCH IN COMM/TAX BOX OF TKT AND UPDATE
DDL WITH ZERO COMMISSION AMOUNT KEX*$0.00 - PRINT EXCH IN COMM/TAX
BOX OF TKT AND UPDATE DDL WITH DOLLAR AMOUNT
2. Move down to Optional Exchange Elements.
MD
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OPTIONAL EXCHANGE ELEMENTS FOR AN EVEN EXCHANGE 2ND AND/OR 3RD
EXCHANGE DOCUMENT NUMBERS EXCHANGED (OLD) COMMISSION AND NEW
COMMISSION EXCHANGED (OLD) DOCUMENT BASE FARE/TAX/TOTAL INVOLUNTARY
EXCHANGE INDICATOR ORIGINAL DOCUMENT NUMBER ORIGINAL ISUE DATE
REFUND MCO DOCUMENT NUMBER AND AMOUNT UNUSED PFC*S AUTOMATED MCO
FOR RESIDUAL VALUE EXAMPLE - EVEN EXCHANGE WITH OPTIONAL ELEMENTS
ENTRY - EZ#$*EET0061234567890X*34/EEO12512345678905
EEM0121234567890X/OB46.12XUS3.88XXF8.49XZP1.51
T60.00/UPDEN3BOS4.5/KO$5.00N$5.00)>
Instructors’ Notes
INFO EVEN has a list of all mandatory even exchange elements and
a simple example of an even exchange entry with a detailed
explanation of each element.
It is important to read through all the NOTES at the end of the
INFO page. Here, find helpful information regarding individual
carrier participation, itinerary/invoice print out, and DDL
documentation. Another very important source of information is the
HELP page. Let’s access HELP EVEN.
3. Access HELP EVEN and move down to Even Exchange
examples.
HELP EVEN MD
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********** EVEN EXCHANGE EXAMPLES ********** 1. ISSUE AN
E-TICKET/EXCHANGE ALL COUPONS/NAME SELECT
>EZE*#$*EET.............X*A#KEX#N2.1 2. ISSUE E-TKT/EXCHANGE OLD
DOCUMENT AMOUNT (BASE/TX/TTL) (IF THE LINK IS DOWN OR THE AIRLINE
DOESN*T ACCEPT E-TICKET SYSTEM DEFAULTS TO PAPER TKT)
>EZ#$*EET.............X*A/OB00.00XUS0.00T00.00#KEX#N2.1 3. ISSUE
AN E-TICKET ONLY (IF THE LINK IS DOWN OR THE AIRLINE DOESN*T ACCEPT
E-TICKET SYSTEM WONT DEFAULT TO PAPER) DOLLAR AMOUNT FOR COMMISSION
>EZE*#KEX*$10.00#$*EET.............X*A#N2.1 4. ISSUE AN E-TICKET
(IF THE LINK IS DOWN OR THE AIRLINE DOESN*T ACCEPT E-TICKET SYSTEM
DEFAULTS TO PAPER TKT) OLD DOCUMENT AMOUNT - OLD/NEW DOCUMENT
COMMISSION AMTS
>EZ#$*EET.............X*A/OB00.00XUS0.00T00.00/KO$0.00
N$0.00#KEX*$0.00 5. ISSUE AN E-TKT (SYSTEM MAY DEFAULT TO PAPER
TKT) OLD DOCUMENT AMOUNT - UNUSED PFC*S - PRINT EXCH IN
COMMISSION/TAX BOX
>EZ#$*EET.............X*A/OB00.00XUS0.00T00.00/UPORD3
LAX4.5#KEX#N2.1 6. ISSUE AN E-TICKET (SYSTEM MAY DEFAULT TO PAPER
TKT) INVOLUNTARY EXCHANGE INDICATOR
>EZ#$*EET.............X*A/EI#KEX#N2.1)>
Instructors’ Notes
HELP EVEN provides examples for even exchange entries. Here, see
how the different mandatory and optional exchange elements work
together. Each example is numbered with an explanation. The
exchange entry example is immediately below the explanation. This
page is designed with examples that can be filled in or tweaked to
fit each situation. In the second example, enter the exchange
document number over the periods. The amounts replace the zeros.
The entry even has a start of message key at the beginning.
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Display Explanation
Element Description
EZT* Ticket function identifier – paper ticket, stored EZ
OPTIONS from A.I.R.
#$*EE Even exchange function identifier T Document identifier (T
= industry ticket) 0061234567890 Document number with airline code
X Check digit (X = unknown) A Coupon numbers - asterisk
separator
and all coupons indicator #KEX Commission data identifier.
#KEX
updates the DDL with zero commission. Otherwise, it is unknown
what commission, if any, is being collected.
#N2.1 Mandatory name select in multi-party PNR
Let’s look at optional elements in some other examples on this
page. Element Description No. 5: /UPATL3
Unused PFC’s (Atlanta) Unused PFCs are reported to back office
accounting and are used to complete REN forms.
No. 6: /EI
Involuntary exchange indicator Sent to ARC/IAR and other
settlement plans for tracking purposes. Use for schedule changes or
routing changes that require reissue.
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No. 7: /OB279.07 XUS20.93 XZP2.50 XXF3.00 T305.50 /RM
006234567890 1X MA40.00
Original base fare amount and taxes: Original Base identifier
and base amount Total US taxes Total ZP taxes Total PFC’s Total
original fare Refund MCO document number and amount Refund MCO
identifier MCO document number: (X = unknown check digit) MCO
amount - $40.00 refunded (mandatory if /RM field is used)
No. 13: /OI ATL 10MAY00 1234567
Original issue data identifier: City code of issuing office Date
of issue 7 digit IATA number of issuing office. Original issue data
prints on the ticket but does not update the DDL or print on the
invoice. Mandatory for Delta Air Lines.
Instructors’ Notes
Now, let’s process an even exchange.
4. Redisplay the PNR for Estes.
*R
1P- ONWOZQ 1.2ESTES/ANA/RAUL*2ADT 1*NW9166T 10SEP SA ATLMEM HK2
1220P 1240P/O DL1572T A J01 E 2 NW1589T 10SEP SA MEMIAH HK2 145P
323P/X J01 E 3 NW1832V 20SEP TU IAHDTW HK2 905A 1250P/O E 4 NW 467T
20SEP TU DTWATL HK2 135P 347P/X E P- 1.PQ2 770
555-1234-T/E-LEARNING TRAVEL/MELISSA T- 1.T/11MAY1041
1P/PQ2/P1*E0129010374374-375 I100121 *I TKG FAX-AUTO PRICED FARE
TYPE EX FQ- 4PQ FARE QUOTED 11MAY BY AGT-P1/PQ2 ADT ATL NW X/MEM NW
HOU 87.44NW DTT 153.49NW ATL 78.14USD319.07END NW ZPATLMEMIAHDTW
XT10.00AY9.00XF )>
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Instructors’ Notes
Assume the customer needs to change the itinerary to return
September 21. 5. Change the return flights, store the fare, store a
fare quote
and change the ticketing date. Then end and redisplay the
PNR.
X3#0/21SEP X4#0/21SEP
*R 7@TAW/00/DDMMM (CURRENT DATE)
4P* 4PQ ER
1P- ONWOZQ 1.2ESTES/ANA/RAUL*2ADT 1*NW9166T 10SEP SA ATLMEM HK2
1220P 1240P/O DL1572T A J01 E 2 NW1589T 10SEP SA MEMIAH HK2 145P
323P/X J01 E 3 NW1832V 21SEP WE IAHDTW HK2 905A 1250P/O E 4 NW 467T
21SEP WE DTWATL HK2 135P 347P/O E P- 1.PQ2 770
555-1234-T/E-LEARNING TRAVEL/MELISSA T- 1.TAW/00/11MAY TKG FAX-AUTO
PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 11MAY BY AGT-P1/PQ2 ADT ATL
NW X/MEM NW HOU 87.44NW DTT 153.49NW ATL 78.14USD319.07END NW
ZPATLMEMIAHDTW XT10.00AY9.00X
Instructors’ Notes
Now that we’ve prepared the PNR for ticketing, let the Ticket
Exchange script do the remainder of the work.
mailto:7@TAW/00/DDMMM"
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6. Access the Ticket Exchange script from the Go! Script
index
under the Price tab.
Instructors’ Notes
Assume we are accepting the Exchange Script defaults.
7. To move to the Ticket Exchange script options, click Yes.
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Instructors’ Notes
The opening dialogue box contains options to issue the new
ticket, or to store the exchange entry in the document instruction
line for use later. The script also creates unique remarks (5.Z)
with the data required to fill out a REN for ARC. Option 1
completes the ticket exchange by issuing a ticket (EZ) and creates
5.Z unique remarks for use on the REN form. Option 2 creates an
exchange entry in the document instruction line of the PNR (DI) for
use later, and also creates unique remarks for the REN.
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8. Choose option 1. Then click OK.
Instructors’ Notes
When the PNR used to issue the old ticket is displayed and the
script is activated, data from the PNR document history is used to
auto-fill many of the fields. The script reads the PNR document
history for previous ticket numbers and fares. It also performs the
mathematical calculations that were previously entered
manually.
9. Enter line 2. Click OK.
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Instructors’ Notes
As the script runs, your Go! Res screen goes through a series of
entries. At this point, the document history has been displayed to
confirm the correct ticket number.
10. Verify ticket number and click Yes.
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Instructors’ Notes
If all coupons of the ticket are to be exchanged, click YES
again. If the return only is to be exchanged, the NO option allows
you to input the coupon numbers. At any time you may exit the
script by selecting Exit. Cancel returns you to the previous
screen.
11. Click Yes.
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Instructors’ Notes
The Exchange Information box appears. Fill-in fields labeled
with burgundy color, such as Name Field #, are mandatory. Items
that are not mandatory, such as Involuntary Exchange, are labeled
in black.
12. Enter name field (1.1), click the dropdown menu to choose
coupons (1234). Then click OK.
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Instructors’ Notes
The ticket exchange script offers different options depending on
the airline or situation, such as e-ticket vs. paper ticket. For
example, if this were Delta Air Lines, the dialogue box you receive
at this point would ask for Original Issue and Original Document
data. Delta requires this information. If the airline booked
participates in Automated Reissue, the script offers an option to
select it at the top of the dialogue box. The script then connects
to the Automated Reissue script.
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13. Complete the Old and New Fare Information using the
following:
Penalty commission: 0 Commission on Old Ticket: 0 Commission on
New Ticket: CM: 0 Capped a: 0 Click OK.
Instructors’ Notes
The Verify Amounts dialog displays. Because the old and new
ticket amounts are the same, the ticket indicates Even
Exchange.
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14. Click OK.
Instructors’ Notes
Exchange remarks for this transaction are placed in unique
remarks. The Option dialog box allows you to Continue, Modify or
Exit the script.
15. Click Continue.
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Instructors’ Notes
The script now adds the exchange elements to the document
instruction line of the PNR and displays the information. If there
is no DI line in the PNR, Worldspan adds one with the information
from the script. The script then displays the next fill-in box.
This box is displayed so additional options or an exchange amount
override (#EOK) can be added to the DI Line. To add an option, type
the entry after the end item, and click OK.
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16. Click OK.
Instructors’ Notes
A reminder to issue a Service Fee MCO displays. For our example
we will proceed without the SF MCO.
17. Click No.
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Instructors’ Notes
The last dialog box allows the option to begin another
exchange.
18. Click No.
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Instructors’ Notes
The PNR redisplays with new ticket information. Before we move
on to an additional collection, look at just a few points about
manual approval codes and conjunctive tickets.
PowerPoint - 13
Manual Approval Code and FOP Override
EZ#$*Z1234*IET0151234567890X*A/AP100.00T100.00
/O$CCAX#KEX*$25.00
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EZ#$*CK*IET0151234567890X*A/AP100.00T100.00
/O$CCAX#KEX*$25.00
Instructors’ Notes
To include an approval code obtained manually for add collect
amounts, always place it as the first option in the exchange
ticketing drivestream, followed by an asterisk. Form of payment
overrides must also be placed as the first option with an asterisk
separator. This option overrides the form of payment in the PNR.
Let’s look at exchange entries in more detail. Look at conjunctive
ticket numbers.
PowerPoint - 14
Conjunctive Tickets
EZ#$*EET0121006457157X*34-158#KEX#N2.1
Instructors’ Notes
Exchange documents can be conjunctive tickets with up to four
ticket numbers, or 16 segments, each. The conjunctive ticket
indicator is a dash ( - ), and is placed after the coupon numbers
of the first conjunctive ticket, followed by the last three digits
of the last conjunctive ticket number. The last conjunctive ticket
number does not require check digit or coupon numbers.
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What if the amounts don’t balance?
PowerPoint - 15
Warning
EZ#$*IET016876543210X*A/OB380.00T380.00/AP100.00
T100.00/O$CK/UPDEN3MSP3/KO$27.30N$25.84A$25.00 #KEX*$23.54 WARNING
- AMOUNTS IN EXCHANGE ENTRY AND NEW FARE OF $360.00 DO NOT BALANCE.
CORRECT OR ADD #EOK TO OVERRIDE
Instructors’ Notes
Let’s look at the commission field again.
PowerPoint - 16
Commission
#KEX Zero commission amount #KEX*5 5 percent commission amount
#KEX*$25.00 $25.00 commission amount #KEX*$N5.00 $5.00 negative
commission amount (Use for even or add collect exchanges with a
negative commission amount)
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#KEX*$P5.00 $5.00 positive commission amount (Use for refund
exchanges with a positive commission amount)
Instructors’ Notes
The exchange commission option #KEX prints EXCH in
commission/tax box area of the ticket and updates DDL. Commission
on exchange can be included in the exchange entry or added to PNR
commission remarks. The #KEX ticketing option overrides a
commission remark in the PNR. Let’s look at PNR commission remarks
and talk about negative and positive commission.
Application Sharing
1. Access HELP 5-CM and move down.
HELP 5-CM MD
016 COMMISSION CAP INDICATOR 5-CM5*$C50.00 /RT/ 017 COMMISSION
CAP/PERCENT 018 DOLLAR COMBINATION 5-CM5*$8.00*$C25.00 /OW/ 019
EXCHANGE 5-CMEX OR 5-CMEX*$5.00 020 NEGATIVE COMMISSION 021 VALUE
INDICATOR 5-CMEX*$N5.00 022 POSITIVE COMMISSION 023 VALUE INDICATOR
5-CMEX*$P5.00 024 MULTIPLE PTC*S 025 DOLLAR AMOUNT PER PTC
5-CMADT$9.50@MIL$0.00 026 PERCENT AMOUNT PER PTC 5-CMADT5@MIL0 027
COMBINATION 028 PERCENT/DOLLAR 5-CMADT5*$5.00@MIL0*$12.00 029 C
OMMISSION CAP INDICATOR 5-CMADT5*$C25.00@MIL5*$C25 030 EXCHANGE AND
DOLLAR)>
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Instructors’ Notes
Exchange commission remarks are entered in the PNR using 5- CMEX
entries. These also update DDL and print EXCH in commission/tax
box. When exchange commission is not specified in the entry or
included in PNR commission remarks, it is not updated to the DDL or
collected. Only #KEX amounts and commission remarks update the DDL
and allow you to collect the commission. Use both the /KO$ option
and the #KEX option if you want to update both IAR and DDL. Refund
exchanges usually involve recalled (negative) commission as opposed
to earning commission. Both 5-CMEX*$5.00 and #KEX*$5.00 interface
as recalled commission for a refund exchange. When the commission
value for the refund exchange is positive, the positive indicator
must be used: #KEX*$P5.00 or 5-CMEX*$P5.00. Even and add collect
exchanges usually earn zero commission or a positive amount. Both
5-CMEX*$5.00 and #KEX*$5.00 interface as commission earned for even
and add collect exchanges. When the commission value is negative,
the negative indicator must be used: #KEX*$N5.00 or 5-CM*$N5.00.
Let’s look at additional collection entries. Before we do an
additional collection exchange, look at the reference pages.
3. Access HELP ADDC.
HELP ADDC
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ETKT AND PAPER TICKET EXCHANGE HELP ADDCOLL ADDITIONAL
COLLECTION HELP #$*IE/A APPLICABLE - TO EZ EZT* EZEP EZEL EZI EZL
EZT 4-DI AMTRAK EZE*#$* IMPORTANT - IF THE AIRLINE DOES NOT
PARTICIPATE IN AUTOMATED ELECTRONIC TKT EXCHANGE- ETKT COUPONS MUST
BE PRINTED PRIOR TO EXCHANGE ENTRIES. IN THE EXAMPLES
BELOW........REPRESENT TICKET / MCO / COUPON / CERTIFICATE OR
VOUCHER NUMBERS. EZL DOES NOT ACCEPT /O$ /OI /OD #KEX AND #$*EEP
OPTIONS. AMTRAK DOES NOT ACCEPT #KEX)>
Instructors’ Notes
Reference pages for additional collection exchange entries can
be found in HELP and INFO ADDC. Automated Electronic Ticket
Exchange is discussed in detail in a separate class. Worldspan
automatically prompts you to print ETKT flight coupons if the
carrier does not participate in Automated Electronic Ticket
Exchange. If the carrier does participate, the ETR shows Electronic
Refund Exchange Authorization as an option, and Refund Exchange
Authorization (REA) coupons are used instead of printed ETKT flight
coupons.
4. Move down.
MD
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1. TICKET - ADD COLLECT AMOUNT /ISSUE ELECTRONIC TICKET/
>EZE*#$*IET.............X*A/AB000.00X0.00T00.00/O$CK#
KEX*$0.00#N2.1 2. TICKET - ADD COLLECT AMOUNT - PENALTY (IF THE
LINK IS DOWN OR THE AIRLINE DOESN*T ACCEPT) E-TICKET SYSTEM
DEFAULTS TO PAPER TKT)
>EZ#$*IET.............X*A/AB000.00X00.00P000.00T000.00/
O$CCCA#KEX*$00.00#N2.2 3. TICKET - EXCHANGE ALL COUPONS - PENALTY
AMOUNT (IF THE LINK IS DOWN OR THE AIRLINE DOESN*T ACCEPT E-TICKET
SYSTEM DEFAULTS TO PAPER TKT)
>EZ#$*IET.............X*A/O$CK/AP000.00T000.00#
KEX*$00.00#N2.1)>
Instructors’ Notes
Add collect exchange is used when an amount due must be
collected from the passenger as the result of a higher fare or
change penalties. The amount of additional collection is the amount
updated to DDL. The fare for the new ticket prints on the flight
coupons. When penalties are collected, any commission must be
entered as a dollar amount. The add collect amount is charged
against the form of payment stored in the PNR, unless a form of
payment override (EZ#$CK*…) is used in the exchange entry. Let’s
talk about example one. (Explanation below provides document
numbers and dollar amounts to fill in mask if desired).
Explanation Element Description
EZT* Ticket function identifier – paper ticket, stored EZ
OPTIONS from A.I.R.
#$*IE Add collect exchange function identifier
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Element Description
T 0151234567890 X *A
Document identifier and number: Document identifier Document
number Check digit (X = unknown) Coupon numbers (A = All
coupons)
/O$ CCAX
Original form of payment identifier: Credit card and two letter
vendor code (AX = American Express) The credit card number is not
used here. This is mandatory for add collect exchanges.
/A B35.35 X2.65 P100.00 T137.90
Additional collection amount identifier: Base fare amount Tax
amount Penalty amount. Total add collect amount
#N2.1 Name select in multi-party PNR #KEX*$26.77 Commission on
exchange – updates
DDL with dollar amount. This example uses $25.00 administrative
commission plus $1.77 (5% of $35.35).
Look at more entries on this page. (Explain how to calculate
commission on exchange using dollar amounts).
Explanation
Element Description No. 3 /A P100.00 T100.00
Additional collection amount: A change penalty of $100.00 is
being collected
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Element Description No. 8 /KO$23.25 N$20.93 A$25.00
#KEX*$22.70
Original commission identifier: Original commission $23.25,
which will be recalled with this exchange. The commission for the
new fare is $20.46. Administrative commission of $25.00 can be
collected on the penalty for the exchange. Exchange commission
data: The total commission on exchange (KEX) is $22.21. This is the
net value of the new commissions for additional fare and change
penalty, and the original (recalled) commission. ($25.00 + $20.46 -
$23.25). Always check with the carrier for commission rates.
No. 16 /IET /IEO
Add collect function identifier and ticket T document
identifier. Add collect function identifier and other O document
identifier.
No. 17 #$*Z123456*
Manual approval code. Must always be first option and followed
by an asterisk.
Instructors’ Notes
Now, let’s look at additional collections. First, look at the
mandatory elements.
Application Sharing
1. Access INFO ADDCOL and move to the mandatory elements.
INFO ADDCOL
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3. AMTRAK DOES NOT SUPPORT NAME SELECT AND COMMISSIONS. 4.
EXCHANGE ELEMENTS CAN BE ENTERED IN ANY ORDER BUT MUST BE ENTERED
TOGETHER- SEPARATED BY A SLASH (/). PNR OPTIONS (I.E.
COMMISSION/NAME SELECT) CAN BE ENTERED BEFORE OR AFTER THE STREM OF
EXCHANGE ELEMENTS. MANDATORY EXCHANGE ELEMENTS FOR AN ADDITIONAL
COLLECTION EXCHANGE FUNCTION IDENTIFIER DOCUMENT IDENTIFIER AND
NUMBER COUPON NUMBERS FOR TICKETS ORIGINAL FORM OF PAYMENT
ADDITIONAL COLLECTION AMOUNT NAME SELECT IN MULTI-PARTY PNR*S
COMMISSION FIELD SHOULD BE INCLUDED TO INSURE PROPER UPDATE TO
DDL)> .
Instructors’ Notes
Notice the mandatory elements for additional collections include
Original Form of Payment and Additional collection amount. Now look
at some example entries using these mandatory elements.
PowerPoint - 17
Additional Collection Exchange – Mandatory Elements
EZ#$*IET0741234567890X*A/O$CCAX/AB358.97X1.03P40.00T400.00#KEX*$10.00#N2.1
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PowerPoint - 18
Additional Collection Exchange – Mandatory Elements •
EZE*#$*IET0721234567890X*1/AB100.00X15.00T115.00/O$C
K#KEX#$0.00#N2.1 •
EZ#$*IEM12312345678905*1/O$CCVI/AB10.00X1.00T11.00#K
EX*$0.00
Instructors’ Notes
Now look at sample entries using optional elements.
PowerPoint - 19
Additional Collection – Optional Exchange Elements
/OB Exchange old document base fare, tax, total (Original base)
/OB465.12XUS34.88XZP8.00T508.00
/KO$1.25N$1.99A$2.25 Exchange old commission, new commission,
and administrative/penalty commission option
/KO$15.81N$13.95A$5.00
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PowerPoint - 20
Additional Collection – Optional Exchange Elements /RM Refund
MCO document number and amount /RM0851234567890XMA40.00
/OD Original document data /ODT0061234567890
/OI Original issue data /OIATL10MAY001234567
Instructors’ Notes
Now that we have reviewed mandatory and optional elements, we
are going to process an additional collection exchange. This
itinerary is partially traveled with a date change needed for the
return.
PowerPoint - 21
Original Ticket 1P- NRCQLW 1.1KORB/FRANZ*ADT 2 NW1542M 22MAY TU
MSPATL HK1 1017A 141P/O E P- 1.PQ2 770 555-1234-T/E-LEARNING
TRAVEL/MELISSA T- 1.T/15MAY0901 1P/PQ2/P1*E0129010374388 I100128 *I
TKG FAX-AUTO PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 15MAY BY
AGT-P1/PQ2 ADT ATL NW MSP 276.28NW ATL 276.28USD552.56END NW
ZPATLMSP XT5.00AY9.00XF ATL4.5MSP4.5 BF-552.56 TX-61.84 TTL-614.40
M2F )>
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Instructors’ Notes
Here is the return for the original ticket. The customer needs
to change the return date. Assume there is a 50.00 penalty for
change on this fare basis. Before we look at this process, let’s
review the steps to change and reprice this itinerary.
PowerPoint - 22
Steps to Exchange Ticket
1. Change the itinerary to the correct date/flight. 2. Change
the ticketing field. 3. Reprice the itinerary (we’ll use Rate Date
Pricing). 4. End and Retrieve the PNR. 5. Run the Ticket Exchange
Script.
Instructors’ Notes
Look at these steps one at a time. First, change the
itinerary.
PowerPoint - 23
1. Itinerary Changed
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1P- NRCQLW 1.1KORB/FRANZ*ADT 2 NW1542M 23MAY MO MSPATL HK1 106P
436P/O E P- 1.PQ2 770 555-1234-T/E-LEARNING TRAVEL/MELISSA T-
1.T/15MAY0901 1P/PQ2/P1*E0129010374388 I100128 *I TKG FAX-AUTO
PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 15MAY BY AGT-P1/PQ2 ADT ATL
NW MSP 276.28NW ATL 276.28USD552.56END NW ZPATLMSP XT5.00AY9.00XF
ATL4.5MSP4.5 BF-552.56 TX-61.84 TTL-614.40 M2F )>
Instructors’ Notes
Change the PNR to the new dates/cities that apply to the
remainder of the travel.
PowerPoint - 24
2. Change ticketing date (7@TAW/00/DDMMM)
1P- NRCQLW 1.1KORB/FRANZ*ADT 2 NW1542M 23MAY MO MSPATL HK1 106P
436P/O E P- 1.PQ2 770 555-1234-T/E-LEARNING TRAVEL/MELISSA T-
1.TAW/00/16MAY TKG FAX-AWAITING REPRICING FARE TYPE EX FQ- 4PQ FARE
QUOTED 15MAY BY AGT-P1/PQ2 ADT ATL NW MSP 276.28NW ATL
276.28USD552.56END NW ZPATLMSP XT5.00AY9.00XF ATL4.5MSP4.5
BF-552.56 TX-61.84 TTL-614.40 M2F )>
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Instructors’ Notes
Once the ticket field is changed, the TKG FAX line reads
AWAITING REPRICING until a new fare is stored. Let’s use Rate Desk
Pricing to see how easy this can be.
PowerPoint - 25
3. Rate Desk Price >4/R 01 ATLMSP NW M 02 MSPATL NW M R-OK
ENTR X/O DATA EXAMPLE - 4/X-2/4 OR 4/X-0 >4/X-2 01 ATLMSP NW M
02 X MSPATL NW M X-OK ENTR SEG DATA -ADT EXAMPLE -
4/S-1-BE30#A#*30K**2/3-ME30#NV04JUN/04JUN >4/S-1-M2F**2-M2F
PowerPoint - 26
Rate Desk Price (contd.) S-OK ENTR HORZ LADR -ADT EXAMPLE -
4/L-ATLYYCHI 100.00 YYDEN 100.00 ETC >4/L-ATL NW MSP 273.49 NW
ATL 273.49USD546.98END L-OK ENTR FARE DATA -ADT EXAMPLE -
4/BF$300#XZP2 MCI1STL1 OR 4/BFUSD300#TX6
>4/BF$546.98#XAY5.00#XXF9ATL4.5MSP4.5#XZP6.40ATLMSP TOTAL
$608.40 FARE $546.98 XUS41.02 XAY5.00 XXT15.40 001 ADT GRAND TOTAL
$608.40 F-OK ENTR 4/ TO STORE OR SEE >HELP 4/IGN (TO CHANGE
>4/ENTER /-OK PNR PRICED - END TRANSACTION TO STORE >4PQ
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PowerPoint - 27
4. PNR Priced >4PQ( FARE QUOTE OR PI ADDED - END TRANSACTION
TO STORE PRICE LOWER THAN EXISTING QUOTE FARE QUOTED 16MAY BY AGT-
P1/PQ2 * PRICING RULES VALIDATING CARRIER DEFAULT NW * CK SEGS
BOOKED COMPLY WITH TKTG TL RULE BF USD TX USD TX USD TX USD TOTAL
USD XT TAX ZP TAX 001- 546.98 14.00 41.02 6.40 608.40 M2F 546.98
14.00 41.02 6.40 608.40 TTL USD ADT ATL NW MSP 273.49NW ATL
273.49USD546.98END NW ZPATLMSP XT 5.00AY9.00XF
ATL4.5MSP4.5)>
Instructors’ Notes
Once Rate Desk Pricing is verified and a fare quote stored, the
pricing area of the PNR appears verifying the fare stored..
PowerPoint - 28
PNR Priced (contd). 1P- NRCQLW 1.1KORB/FRANZ*ADT 2 NW1542M 23MAY
TU MSPATL HK1 1017A 141P/O E P- 1.PQ2 770 555-1234-T/E-LEARNING
TRAVEL/MELISSA T- 1.TAW/00/16MAY TKG FAX-MANUALLY PRICED FARE TYPE
EX FQ- 4PQ FARE QUOTED 16MAY BY AGT-P1/PQ2 ADT ATL NW MSP 273.49NW
ATL 273.49USD546.98END NW ZPATLMSP XT5.00AY9.00XF ATL4.5MSP4.5
BF-546.98 TX-61.42 TTL-608.40 M2F )>
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Instructors’ Notes
Now, we are ready for the Ticket Exchange script.
PowerPoint - 29
5. Ticket Exchange Script
Instructors’ Notes
We select Yes to accept the default settings.
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PowerPoint - 30
Options
Instructors’ Notes
We select option 1 to use the EZ entry and exchange remarks.
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PowerPoint - 31
Verify Ticket Number
Instructors’ Notes
Verify the ticket number being exchanged and select Yes.
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PowerPoint - 32
Verify Coupons
Instructors’ Notes
Verify the coupon numbers being exchanged. For our example, we
assume all coupons and select Yes.
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PowerPoint - 33
Exchange Information
Instructors’ Notes
Since this is a single party the name field defaults to 1.1. You
must then select the coupons being exchanged. This itinerary is a
simple roundtrip with 2 flights only (coupons 1 2). Then click
OK.
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PowerPoint - 34
Old and New Fare Information
Instructors’ Notes
For this example the following is completed: Exchange penalty::-
50.00 Penalty Commission: – 0 Commission on Old Ticket: – 0
Commission on New Ticket: –
CM:- 0 Capped at:- 0
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Click OK.
PowerPoint - 35
Verify Amounts
Instructors’ Notes
The Amounts display verifies this is an Add Collect. Verify the
amounts and click OK.
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PowerPoint - 36
Exchange Remarks-Continue
Instructors’ Notes
Exchange remarks display with the option to Continue, Modify or
Exit. For our example, Continue is selected.
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PowerPoint - 37
Final Entry and Options
Instructors’ Notes
The ticketing entry displays with the option to append fields to
the entry. Our example proceeds without options. Select OK.
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PowerPoint – 38
Issue Service Fee MCO?
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PowerPoint – 39
Issue Another Exchange?
Instructors’ Notes
Before the script terminates, one final dialog displays to begin
another exchange, if needed.
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Instructors’ Notes
Now, look at refund exchanges. Before we process the exchange,
let’s look at the mandatory elements.
1. Access INFO REFUND and move down to mandatory elements.
INFO REFUND INFO $*IE/R
MD SHOWN ABOVE *NOTE* AMTRAK AUTOMATED EXCHANGES NOT APPLICABLE
IN THE U.K. AMTRAK DOES NOT SUPPORT NAME SELECT AND COMMISSIONS.
MANDATORY EXCHANGE ELEMENTS - EXCHANGE FUNCTION IDENTIFIER DOCUMENT
IDENTIFIER AND NUMBER COUPON NUMBERS FOR TICKETS REFUND AMOUNT NAME
SELECT IN MULTI-PARTY PNRS COMMISSION FIELD - OPTIONAL - SHOULD BE
INCLUDED TO INSURE PROPER UPDATE TO DDL EXAMPLE - WITH MANDATORY
ELEMENTS)>
Instructors’ Notes
An additional element is mandatory for an exchange refund, the
refund amount. Look at some sample entries using mandatory
elements.
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PowerPoint - 40
Refund Exchange – Mandatory Elements
EZ#$*IET0811234567890X*23/RB232.56X23.44P10.00T266.00#KEX*$11.62#N2.1
Instructors’ Notes
Original Base (OB), Exchange commission (KO), original Document
data (OD) and Original Issue data (OI) are optional with a refund
exchange. Look at some examples.
PowerPoint - 41
Refund Exchange – Optional Elements /OB Exchange old document
base fare, tax, total (Original base)
/OB465.12XUS42.88XZP8.00T508.00 /KO$1.25N$1.99A$2.25
Exchange old commission, new commission, and
administrative/penalty commission option
/KO$15.81N$13.95A$5.00
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PowerPoint - 42
Refund Exchange – Optional Elements /OD Original document data
/ODM0061234567890 /OI Original issue data /OIATL10MAY001234567
Instructors’ Notes
There are also masks available to assist with the refund
entries.
Application Sharing
2. Access the HELP page for the refund masks and move down
to Ticket Exchange examples.
HELP EXCHANGE HELP $*IE/R
MD
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1. TICKET - REFUND AMOUNT /ISSUE ELECTRONIC TICKET/ (IF THE LINK
IS DOWN OR THE AILINE DOESN*T ACCEPT E-TICKET SYSTEM DEFAULTS TO
PAPER TKT)
>EZE*#$*IET.............X*A/RB00.00X0.00T00.00#KEX*$0.00# N2.2
2. TICKET - REFUND AMOUNT - PENALTY (IF THE LINK IS DOWN OR THE
AILINE DOESN*T ACCEPT E-TICKET SYSTEM DEFAULTS TO PAPER TKT)
>EZ#$*IET.............X*A/RB00.00X0.00P00.00T00.00#
KEX*$0.00#N2.2 3. TICKET - EXCHANGED /OLD/ DOCUMENT AMOUNT - REFUND
AMOUNT
>EZ#$*IET.............X*A/OB00.00XUS0.00T00.00/RB00.00)>
X0.00T00.00#KEX*$0.00#N2.2 4. TICKET - EXCHANGED /OLD/ DOCUMENT
AMOUNT - REFUND AMOUNT - PENALTY AMOUNT
>EZ#$*IET.............X*A/OB00.00XUS0.00T00.00/RB00.00
X00.00P00.00T00.00#N2.1 /NOTE- WHEN /OB FIELD DOES NOT INCLUDE TAX
BREAKDOWN- ADD TAX/ES/ TO THE /OB BASE FARE AMOUNT)
Instructors’ Notes
Let’s look at example one. (Fill in with data if desired to
explain this).
Explanation
Element Description EZT* Ticket function identifier – paper
ticket,
stored EZ OPTIONS from A.I.R.
#$*IE Exchange function identifier T 0051234567890 X *A
Document identifier and number: Document identifier Document
number with airline code Check digit (X = unknown) Coupon numbers
(A = All coupons)
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Element Description /R B232.56 X17.44 XXF6.00 T256.00
Refund amount identifier Base amount of refund Tax amount PFC
amount(s) Total refund amount
#KEX*$11.62 Recalled commission #N2.3 Mandatory name select in
multi-party
PNR
Instructors’ Notes
A refund exchange is performed when the amount of the new
document is less than the amount of the old document, and the
difference can be refunded. Example two on this page shows a refund
with penalty amount. For refund exchange entries and explanations,
see HELP and INFO $*IE/R or see the refund reference page index in
HELP and INFO REFUND. A refund exchange updates the DDL with the
refunded amount. This amount interfaces as a refund, not a sale.
The DDL shows R in the status column. Let’s look further at an
example using mandatory elements.
Application Sharing
3. Display the PNR for Franz Korb.
*-KORB
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1P- MHQQIP 1.1KORB/FRANZ*ADT 1 NW 364Q 20OCT TH SFOMSP HK1 845A
213P/O J01 E 2 NW 726Q 20OCT TH MSPBOS HK1 316P 658P/X J01 E 3 NW
347Q 25OCT TU BOSSFO HK1 405P 916P/O E P- 1.PQ2 770
555-1234-T/E-LEARNING TRAVEL/MELISSA T- 1.T/12MAY0829
1P/PQ2/P1*E0129010374385 I100125 *I TKG FAX-AUTO PRICED FARE TYPE
EX FQ- 4PQ FARE QUOTED 12MAY BY AGT-P1/PQ2 ADT SFO NW X/MSP NW BOS
309.77NW SFO 313.95USD623.72END NW ZPSFOMSPBOSDTW XT7.50AY12.00XF
SFO4.5MSP4.5BOS3 BF-623.72 TX-79.08 TTL-702.80 QXE14NR )>
Instructors’ Notes
The travel has not commenced. Assume the passenger destination
is now Detroit. The travel dates remain the same. (Use L class if
available).
4. Change the itinerary to the new destination. Then end and
retrieve the PNR.
1P- MHQQIP 1.1KORB/FRANZ*ADT 1 NW 340L 20OCT TH SFODTW HK1 815A
351P/O E 2 NW 341L 25OCT TU DTWSFO HK1 310P 522P/O E P- 1.PQ2 770
555-1234-T/E-LEARNING TRAVEL/MELISSA T- 1.T/12MAY0829
1P/PQ2/P1*E0129010374385 I100125 *I TKG FAX-AWAITING REPRICING FARE
TYPE EX FQ- 4PQ FARE QUOTED 12MAY BY AGT-P1/PQ2 ADT SFO NW X/MSP NW
BOS 309.77NW SFO 313.95USD623.72END NW ZPSFOMSPBOSDTW
XT7.50AY12.00XF SFO4.5MSP4.5BOS3 BF-623.72 TX-79.08 TTL-702.80
QXE14NR TOTAL BF-623.72 TX-79.08 TTL-702.80 USD )>
5. Change the ticketing date, restore the fare, and then store a
fare quote.
7@TAW/00/DDMMM
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4P* 4PQ ER
1P- MHQQIP 1.1KORB/FRANZ*ADT 1 NW 340L 20OCT TH SFODTW HK1 815A
351P/O E 2 NW 341L 25OCT TU DTWSFO HK1 310P 522P/O E P- 1.PQ2 770
555-1234-T/E-LEARNING TRAVEL/MELISSA T- 1.TAW/00/12MAY TKG FAX-AUTO
PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 12MAY BY AGT-P1/PQ2 ADT SFO
NW DTT 193.49NW SFO 193.49USD386.98END NW ZPSFODTW XT5.00AY9.00XF
SFO4.5DTW4.5 BF-386.98 TX-49.42 TTL-436.40 L14M2NRN TOTAL BF-386.98
TX-49.42 TTL-436.40 USD )>
Instructors’ Notes
The PNR is now ready for ticketing.
6. Access the Ticket Exchange script from the script index using
the Price tab.
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7. Click Yes.
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8. Select Option 1 (EZ and Refund Exchange Notice remarks) and
click OK.
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9. Verify the ticket number and click Yes.
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10. Verify all coupons (or select No and choose coupon numbers).
Then click Yes.
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11. Click the menu at coupons, select the coupon numbers (for
this example, original coupon numbers are 123), and then click
OK.
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Instructors’ Notes
Notice the difference in the old and new fare amounts.
Ultimately this will show as an even exchange, even though there is
a difference in the total fare amounts. Assume there is no
commission to be exchanged for this transaction.
12. Complete this (Old and New Fare) dialog using the following
information: Exchange Penalty: 100.00 Penalty Commission: 0
Commission on Old Ticket: 0 Commission on New Ticket:…CM: 0 Capped
at: 0 Click OK
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Instructors’ Notes
The penalty options displays two choices. Since we have an
amount to be refunded, the penalty can be deducted.
13. Select Penalty May Be Deducted. Then click OK.
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Instructors’ Notes
Three options display for the Credit balance Information. Even
though this is a refund, the passenger prefers an MCO.
14. Select Customer Gets MCO for Credit. Then click OK.
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Instructors’ Notes
The Verify Amounts dialog displays showing an Even Exchange.
Note the first field (New MCO). When a refund amount is processed
as an MCO, the total indicates Even Exchange and the penalty is
adjusted from the new MCO amount.
15. Click OK.
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Instructors’ Notes
Refund Exchange Notice remarks display. Take a minute to verify
these remarks before proceeding.
16. Click Continue.
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Instructors’ Notes
It is recommended to review the ticketing entry for validity
before continuing. Also, determine if there are options needed to
add to the above displayed entry. The identifier AT with the amount
of 0.00 in the /RB option and the #MCRV*/MA0.00 parameter is used
to indicate that the exchange started as an uneven exchange with a
refund but the end result is an even exchange ticket transaction
with an automated MCO for residual value.
17. Click OK.
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Instructors’ Notes
For our example, no Service Fee is required.
18. Click NO.
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Instructors’ Notes
For our example, no additional exchange is needed.
19. Select No.
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1.1KORB/FRANZ*ADT 1 NW 340L 20OCT TH SFODTW HK1 815A 351P/O E 2
NW 341L 25OCT TU DTWSFO HK1 310P 522P/O E P- 1.PQ2 770
555-1234-T/E-LEARNING TRAVEL/MELISSA T- 1.T/12MAY0852
1P/PQ2/P1*E0129010374386 I100126 *I N1.1 TKG FAX-AUTO PRICED FARE
TYPE EX FQ- 4PQ FARE QUOTED 12MAY BY AGT-P1/PQ2 ADT SFO NW DTT
193.49NW SFO 193.49USD386.98END NW ZPSFODTW XT5.00AY9.00XF
SFO4.5DTW4.5 BF-386.98 TX-49.42 TTL-436.40 L14M2NRN TOTAL BF-386.98
TX-49.42 TTL-436.40 USD )> >
Instructors’ Notes
The ticketed PNR redisplays. Earlier we mentioned that the DDL
is updated with this transaction. Let’s take a look.
20. Display the current DDL.
DD
DAILY DOCUMENTATION LOG E-LEARNING 9906477 12 MAY 05 ITEM GROSS
P S A/L TKT NBR COMM PSGR NAME INVOICE 000001 702.80A
E0129010374385 0.00 KORB/FRA 00100125 000002 0.00A EXE0129010374386
0.00 KORB/FRA 00100126 000003 0.00A X M0129010388957 0.00 KORB/FRA
00100126 ***** END OF REPORT ***** >
Instructors’ Notes
Item one is the original ticket, item two is the exchange ticket
and item is 3 the MCO.
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21. Display item 2.
DD*2
E-LEARNING 9906477 12 MAY 05 ITEM GROSS P S A/L TKT NBR COMM
PSGR NAME INVOICE 000002 0.00A EXE0129010374386 0.00 KORB/FRA
00100126 FA - MHQQIP TLI - YYY AGT-P1 SID-PQ2 TAIR CTL NBR -
1320001180 NAME - KORB/FRANZ FOP- CHECK MCO DOC - 0129010388957 AMT
- 166.40 RV EXCH DOC E-01290103743859*123 SAC- 0125C99064KFZ
Instructors’ Notes
The exchange item contains the new ticket number, the MCO number
and the MCO amount.
22. Display item 3.
DD*3
E-LEARNING 9906477 12 MAY 05 ITEM GROSS P S A/L TKT NBR COMM
PSGR NAME INVOICE 000003 0.00A X M0129010388957 0.00 KORB/FRA
00100126 FA - MHQQIP TLI - NNN AGT-P1 SID-PQ2 TAIR CTL NBR -
1320001180 NAME - KORB/FRANZ FOP- CASH ISSUED IN CONNECTION WITH -
0129010374386 >
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Instructors’ Notes
The MCO item contains the MCO number, commission amount and the
ticket (new exchange ticket) the MCO is issued in connection
with.
23. Redisplay the DDL.
DD DAILY DOCUMENTATION LOG E-LEARNING 9906477 12 MAY 05 ITEM
GROSS P S A/L TKT NBR COMM PSGR NAME INVOICE 000001 702.80A
E0129010374385 0.00 KORB/FRA 00100125 000002 0.00A EXE0129010374386
0.00 KORB/FRA 00100126 000003 0.00A X M0129010388957 0.00 KORB/FRA
00100126 ***** END OF REPORT ***** >
Instructors’ Notes
Let’s look at print only exchanges.
24. Access the HELP page for print only exchanges and move down
to Ticket Exchange examples.
HELP EXCHANGE HELP #$*EEP
MD
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2. COUPON - /OI FREE FORM INFORMATION - MAX 31 CHARACTERS
>EZ#$*EEP............../OI..............#K00#N2.1 3. CERTIFICATE
- APPROVAL CODE (IF THE LINK IS DOWN OR THE AIRLINE DOESN*T ACCEPT
E-TICKET SYSTEM DEFAULTS TO PAPER TICKET)
>EZ#$*Z......*EEP..............#K00#N1.3 TO STORE IN DOCUMENT
INSTRUCTIONS-- >4-DI#$*EEP..............#K00#N2.1 **ADDITIONAL
REFERENCES** PRINT ONLY >INFO EXCHPRINT( EXCHANGE INDEX >HELP
EXCHANGE()>
Instructors’ Notes
Let’s look at example number two. (Fill in with example data
below).
Explanation
Element Description
EZ Ticketing function identifier
#$*EE Even Exchange function identifier P0061234567890 Print
only document identifier and
document number. Document number may be 2 to 14 characters
(alpha, numeric or special).
/OIAMERICAN TICKET COUNTER
Original issue data Original Issue data is free flow for print
only exchanges, with 2 – 31 characters allowed. This prints on the
ticket.
#K$7.50 Commission override The standard EZ commission override
#K is used for print only exchange. This does not print EXCH in the
commission/tax box of the ticket.
#N2.1 Mandatory name select in multi name PNR.
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Print only exchanges provide the capability to print data in the
ISSUED IN EXCHANGE FOR box and the ORIGINAL ISSUE box of the
ticket. Print only does not perform an exchange, but is simply a
method to print data in these areas of the ticket. See HELP and
INFO EXCHPRINT for entries and explanations of print only
exchanges. The print only function is helpful when special
promotions require a certificate number to print in the ISSUED IN
EXCHANGE FOR box on the ticket. Worldspan accepts up to three
numbers in the entry, but due to space limitations only two print
on the ticket. The exchange document numbers do not update the DDL
or print on the itinerary/invoice. The DDL is updated with the new
ticket number and complete fare amount of the transaction. Print
only exchanges obtain approval codes for the new ticket fare when
the form of payment is a credit card. Invoice/itineraries, DDL and
system report updates, and interface messaging are like those for a
standard ticketing transaction and do not reflect exchange status
codes or data. Because print only exchange entries do not process
an exchange, many exchange options are not applicable, such as:
Explanation Option Description
/OB Original fare data /KO$ Original commission data /RM Refund
MCO Number and amount /UP Unused PFCs /EI Involuntary exchange /O$
Original Form of Payment /OI Original Issue data /OD Original
Document number #KEX Commission on Exchange
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Let’s recap the main points we’ve covered and see how many
exchange elements we can define.
Summary review PowerPoint - 43
There are four types of ticket exchanges: 1. Additional
collection (add collect) exchange 2. Even exchange 3. Refund
exchange 4. Print only exchange
PowerPoint - 44
An exchange occurs when:
1. The price of the original ticket has decreased. 2. A schedule
change has occurred and the airline requires a new ticket be
issued. 3. The passenger has changed their itinerary. 4. The
passenger has a document (coupon, FQTV certificate, travel voucher)
to apply to the purchase of a ticket.
PowerPoint - 45
Summary
Not all certificates require an exchange transaction. You
must
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check with the individual airline for instructions.
Exchange information can be stored as a document instruction
(4-DI) or included in the EZ drivestream.
PowerPoint - 46
Summary
For multi party PNRs, name select is mandatory and each exchange
transaction must be entered separately. Amtrak is the exception to
this.
Form of payment must be stored in the PNR or included in the
ticketing entry before an exchange transaction can be
completed.
The PNR must be priced and ready for ticketing, including
updating the ticketing field (7TAW) if necessary.
PowerPoint - 47
Summary
Worldspan accepts up to three exchange documents in exchange
entries. Due to space limitations, only two print in the ISSUED IN
EXCHANGE FOR area of the new ticket.
Approval codes for FOP overrides must be entered as the first
option following EZ., and are followed by and asterisk (*) as a
separator. Other exchange elements can be entered in any order but
must be entered together and separated with a slash.
PowerPoint - 48
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Summary
Conjunctive ticket numbers are allowed using the dash (-)
conjunctive ticket number indicator.
All 14 numbers (including the check digit) are required when
entering ticket and MCO numbers as exchange documents. If the
check digit is not known, an X can be substituted in the exchange
entry.
PowerPoint - 49
Summary
Commission on exchange is the net value of the commission on the
old ticket (recalled), the commission for the new fare, and any
administrative commission earned on the change fees.
Commission on exchange can be negative or positive. Even and
add collect exchanges with negative commission use a negative
indicator (#KEX*$N5.00). Refund exchanges with positive commission
use the positive indicator (#KEX*$P5.00).
PowerPoint - 50
Summary
To access the Worldspan ScriptPro ticket exchange script, select
the Pricing tab from the Script Index in Worldspan Go!, and click
on Ticket Exchanges.
Mandatory fields of the exchange script are labeled in burgundy.
Optional fields are labeled in black.
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Verbal Question
Annotate each of these exchange elements on the whiteboard, or
type them in Application Sharing on the res screen, and ask about
them individually.
1. Who can tell me what each of the following options is?
/OB465.12XUS34.88XXF3.00XZP5.00T508.00
/UPATL3
/EI
/RM0062345678901XMA40.00
/ODT0061234567890
/OIATL10MAY001234567
/KO$15.81N$13.95A$25.00
/KEX*$25.00
/AB35.25X2.65P75.00T113.00
/AP75.00T75.00
/RB232.56X17.44XXF6.00P75.00T181.00
/O$CCAX
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PowerPoint - 50
Questions
PowerPoint - 51
Related Topics
Virtual e-Learning: Automated Electronic Ticket Exchanges and
Refunds Automated Reissue
PowerPoint - 52
Thank You
PowerPoint - 53
Evaluation
This class discusses the types of ticket exchanges and
demonstrates hands on examples of an even exchange, an additional
collection when the itinerary is partially flown, and an automated
refund with residual value. PNR set-up is discussed for each
example.An exchange occurs when a passenger is using a
previouslyDocument IdentifiersDisplay
ExplanationExplanationExplanation
Additional Collection Exchange – Mandatory
ElementsEZ#$*IET0741234567890X*A/O$CCAX/AB358.97X1.03P40.00T400.00#KEX*$10.00#N2.1Additional
Collection Exchange – Mandatory
ElementsEZE*#$*IET0721234567890X*1/AB100.00X15.00T115.00/O$CK#KEX#$0.00#N2.1EZ#$*IEM12312345678905*1/O$CCVI/AB10.00X1.00T11.00#KEX*$0.00
Additional Collection – Optional Exchange Elements/OB Exchange
old document base fare, tax, total(Original
base)/OB465.12XUS34.88XZP8.00T508.00/KO$1.25N$1.99A$2.25Exchange
old commission, new commission, andadministrative/penalty
commission option/KO$15.81N$13.95A$5.00
Additional Collection – Optional Exchange Elements/RM Refund MCO
document number and amount/RM0851234567890XMA40.00/OD Original
document data/ODT0061234567890/OI Original issue
data/OIATL10MAY001234567
Refund Exchange – Mandatory
ElementsEZ#$*IET0811234567890X*23/RB232.56X23.44P10.00T266.00#KEX*$11.62#N2.1
Refund Exchange – Optional Elements/OB Exchange old document
base fare, tax, total (Original
base)/OB465.12XUS42.88XZP8.00T508.00/KO$1.25N$1.99A$2.25Exchange
old commission, new commission, andadministrative/penalty
commission option/KO$15.81N$13.95A$5.00/OD Original document
data/ODM0061234567890/OI Original issue
data/OIATL10MAY001234567ExplanationExplanationExplanation