Welcome to SABRE and Evolvi

Version 1.5 Date: 17 September 2015 Author: Alison Shuttle

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Contents Document Control................................................................................................................................... 2

Hi and Welcome to Sabre at Avocet ....................................................................................................... 4

Avocet Travel Management .................................................................................................................... 4

Sabre ....................................................................................................................................................... 4

Let’s start the day ................................................................................................................................... 5

Keys ..................................................................................................................................................... 5

To Start ................................................................................................................................................ 8

Queues ................................................................................................................................................ 8

PNR Building ............................................................................................................................................ 9

EZY CARD SABRE ..................................................................................................................................... 14

MODIFYING & ADDING A SERVICE ..................................................................................................... 16

Extra entries that may be useful ........................................................................................................... 17

Car Hire ................................................................................................................................................. 18

Passive Entries....................................................................................................................................... 19

Bed Banks and Non Sabre Hotels .......................................................................................................... 20

Ticketing ................................................................................................................................................ 21

Air Extras – EMD-A ................................................................................................................................ 23

Revalidations and Reissues ................................................................................................................... 28

REFUNDS ............................................................................................................................................... 39

Partial Refunds .................................................................................................................................. 45

Alternative refund entries are as follows: ........................................................................................ 47

Tax Only Refunds .............................................................................................................................. 48

VOIDS .................................................................................................................................................... 51

APIS ....................................................................................................................................................... 52

BOSS ...................................................................................................................................................... 53

Invoicing ................................................................................................................................................ 55

Air Ticket – BSP Invoicing .................................................................................................................. 55

Ancillary Services .............................................................................................................................. 56

Hotel bill back ................................................................................................................................... 57

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Hotel Direct Payment ........................................................................................................................ 58

Rail bookings ..................................................................................................................................... 59

How to use the company credit card ................................................................................................ 60

Evolvi ..................................................................................................................................................... 61

Document Control

14 August 2014 Revalidation and reissue page updated with additional OSI offload info

14 August 2014 Section added for invoicing with flow chart

14 August 2014 EMD screen shots added for ease of issuing

19 August 2014 Partial refund instructions now added

27 August 2014 Page 38, update for send hotel booking to BOSS

10 September 2014 Update to the reissue ticketing instructions

15 October 2014 Update on revalidations

24 November 2014 Update on the ticketing instructions for US bookings

18 December 2014 PF key update

18 December 2014 Small changes to the WP entries

14 January 2015 Update to refund and reissue pages. Additional and new entries

26 January 2015 Updated with Easyjet Card for Sabre

23 April 2015 How to void an EMD and see Void tickets added

23 April 2015 Update on US ticketing

1 May 2015 Update to the table on the UK ticket page

1 May 2015 Update to the table on the BOSS page

8 June 2015 Addition of Bed Banks and Non Sabre hotel bookings and invoicing

8 June 2015 Small adjustment on US bookings and invoicing

8 July 2015 Identification Code Keys

30 July 2015 Car hire booking and invoicing procedure added

11 September 2015 Note regarding EMDs on different airlines

17 September 2015 Addition of Air Extras workflow

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Hi and Welcome to Sabre at Avocet Well you’ve done it! You’ve made the leap into something new and exciting, and we’re here to help you. This little handbook is just the start of your journey with Annie the Avocet and Sabre. You can request the full Sabre Handbook if you wish as this will give you the Galileo/Sabre formats. But for speed this little handbook should get you going.

Avocet Travel Management As you know Avocet Travel Management is part of the Tzell group and as such we have access to Tzell UK and Tzell US and their fares and Sabre system. Below are the IATA and pseudo city codes you need. If using a Global Distribution System (GDS) is new to you, please don’t be afraid to call us and ask for help. We’re here to help and we want to help. We want your business to grow and that is only possible with help. IATA UK 91280630 Pseudo UK S6DF IATA US 33904194 Pseudo US P4BF Pseudo US X840 – For US billing and invoicing, in US dollars

Sabre This will seem like a massive change for you, moving from GAL or Amadeus to Sabre. I know what you’re thinking - ‘I’m never going to get the hang of this, this is too hard’. - It is hard, it is different, but I promise - you will pick it up in no time. By the end you’ll be thinking ‘Wow that was easier than I thought’! The following pages will give you a brief insight into the Sabre entries and how to get working: making bookings, checking your queues, checking fares and issuing tickets, things you do every day and need to know quickly. As well as these entries you have Format Finder on Sabre (this will become your friend), and this is full of lots and lots of entries that you may use just once or a couple of times, but always useful and handy. You also have Agency eServices on Sabre. On these pages you will have Support Resources, Training resources and other items that may be of interest to you. Most importantly from eServices is the Training modules you can do. These consist of a Training Calendar – so you can see what courses are coming up. Personal Trainer. This is very useful as this will allow you to learn at your own pace and in your own time. The course are normally around 20 minutes long and you can go over them as and when you need to. If I have missed anything in this little book then you should be able to find it in eServices and Format Finder.

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Let’s start the day So let’s begin with the Start of Day.

Keys Here are the shortcuts keys that will save you a lot of time in using the system: ‡ Cross of Lorraine – This will be the ‘@’ button on your keyboard ¤ This is the change key and is above the ‘@’ next to ‘P’

PF Keys List of keys that can be used to enter information quickly.

F1 Sign in F2 Assign your printers F3 7TAW/ F4 OTH entry F5 FP Line – to start ticketing F6 OCH – add the fee F7 PO – add purchase order/booker’s name F8 Savings – add the savings codes F9 ACC Line – add an accounting line for low cost carriers F10 APIS F11 Bespoke – BA nett fare, when using only BA flights F12 Bespoke 2 – BA nett fare but when needing to segment relate F13 BA OSI F14 GK Hotel F15 Auto Exchange F16 EMD Mask – Used for change fee charges F17 Issue EMD F18 BOSS Entry for low cost carries Some of these keys only need one entry; others are multiple entries that require the use of the ‘field’ key. This is the key to the left of the number 1 key. Additional PF Keys For these keys you will need to hold the shift key and then the following: F1 3OSI BA MMKT. BBESPOKE – required for all BA nett bookings F2 Add hotel details booked outside of Sabre F3 Auto Exchange F4 EMD Mask – Used for change fee charges F5 Issue EMD F6 BOSS Entry for low cost carries

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Identification Code Keys

These keys are used for particular functions within Sabre, they will help you display or create a PNR.

Code Label Function and Sample Format

1 AVAIL Displays city pair availability 122JANFRAMAD

2 FLIFO Request flight information 2UA2550/17OCT

3 GFAX Send general passenger information to all airlines except American 3OSI DL HONEYMOON COUPLE

4 AFAX Send passenger information to American Airlines 4OSI AA PAX HAS BROKEN LEG

5 RMKS Add remarks about the client or the reservation 5NEEDS HYATT HOTEL IN SYDNEY

6 RCVD Add “received from” (the person from whom the reservation request was received) 6NEIL

7 TKT Add ticketing deadline 7TAW22JAN/

8 TL Add time limit – similar to ticketing deadline, but automatically cancels the reservation if no ticket is issued 86P/17JUN

9 FONE Add a phone number 901737 763421 – Office

0 SEG Sell segment (air, car, hotel, etc.) 01Y1

- NAME Add passenger name -ALONSO/EDITH

* DSPLY Displays information when used in combination with other characters *-LANOI or W/*AS

/ IAS Insert after segment – used to rearrange items (example: after line 0 insert line 2) /0/2

. CSS Change segment status – used to change the action/status code of a segment .2HK or HKALL

, NEW# New number in party – the number of passengers now travelling (for ended PNRs make a new reservation if you need to increase) ,2

¤ CHNG Change key – used to change, delete or calculate information 91¤01737 763 421 – H

§ END-ITEM End item – used to string several Sabre system entries together -PARK/JOHN§901737 763421 - B§6NEIL§7TAW22JAN/

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‡ CROSS Cross of Lorraine – used as a plus sign and separator T¤465‡43 OR W‡KP10‡DP

Most if not all of these keys will be used at some point during a reservation.

More information about the keys and keyboard can be found in format finder under ‘Sabre System

Keyboard’.

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To Start

SI*00 Sign in details – this will be assigned to you – F1 Key

PASSWORD Password – this will also be assigned to you. After the first password you will choose your own

PPS1 Assign printer – F2 Key W*AT Assign Printer – F2 Key – This will assign

your printers for all your Sabre screen. SO* Sign out at the end of the day

Queues

You will be assigned a queue number, please make sure you check your queues regularly throughout the day. The Avocet queue numbers start at 155 Mark Sale 156 Neil Mewes 157 Alison Shuttle 158 Mandy Hunter

Everything you see typed in RED is a variable, entries that change as you use Sabre.

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PNR Building

With a STAR Below are some step-by-step instructions for building a PNR with a STAR (your client’s personal profile):

123MARLONNYC Availability

123MARLONNYC¤BA Takes you into the airlines own content so you can see the full inventory

1* 1¤*

More Availability More Availability via airlines own content

1R26MAR‡BA Return flight availability on BA, miss out the cross and airline if not required

01Y1 Book Flight

01Y1LL Waitlist a flight

N*ABC-MEWESN Bring up Star with profile NM

Now Move STAR

Check for seating and special meal requirements

*A Retrieve your booking 4G1*

Allocate a seat from the graphical seat map

4GA/W Allocate general window seat *B to display seat (*P4 – for Eurostar) WP WPA WPA*09

Will Price (quote fare) To see other fare types To book the other fare types.

WPNC Will Price Nice and Cheap in same cabin class WPNCB Will Price Nice and Cheap and Book in same cabin class WPITMM10‡XP‡PV WPNI WPNI/XJ WPNI/CHK

Entry for the BBESPOKE fare from BA Fare shopper Fare Shopper in specific class Fare shopper and NetCheck. /CHK must be the last entry on the line

WPITMM10‡S1/3‡XP‡PV Segment select BBESPOKE entry 3OSI BA MMKT.BBESPOKE Must be entered whenever a BBESPEOKE fare is used

Before we start with the entries for making a booking. Can I please ask you to add as many notes as you can, so anyone looking after your bookings and queues can easily tell what is going on in your booking. Treat the notes (5H-) as a book and note everything down.

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PQ Price Quote (to store fare) PQM-

Price Quote (non-storing)

7TAW/ Ticket time limit – F3 key 901737763421

Phone field

5 Remarks – Free format 5H- Remarks are added to the history of the PNR

5HR- Hide remarks, i.e. Notes you don’t want the airline to see. These remarks will not go into the history of the PNR if cancelled

6Neil Mewes Booker’s name PE‡Enquiries@Avocettm.co.uk‡

Enter our email address so that the booking can be accessed via Trip Case.

ER End Booking EMR End and email booking CTRL P Print the PNR

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With NO STAR This is pretty much the same as building a PNR with a STAR, below are the differences (highlighted):

123MARLONNYC Availability 123MARLONNYC¤BA Takes you into the airlines own content so you can see the full

inventory 1* More Availability 1R26MAR‡BA Return flight availability on BA, miss the cross and airline if not

required 01Y1 Book Flight 01Y1LL Waitlist a flight N*AVOCET Load house STAR FFBA123456-1.1 Frequent Flyer numbers FFBA123456/AA-1.1 Associated Airlines NM Now Move STAR 4G1* Allocate a seat 4GA/W Allocate general window seat *B to display seat (*P4 – for Eurostar) WP WPA WPA*09

Will Price (quote fare) To see other fare types To book the other fare type. This is mainly for Eurostar

WPNC Will Price Nice and Cheap in same cabin class WPNCB Will Price Nice and Cheap and Book in same cabin class WPITMM10‡XP‡PV Entry for the BBESPOKE fare from BA WPITMM10‡S1/3‡XP‡PV Segment select BBESPOKE entry 3OSI BA MMKT.BBESPOKE Must be entered whenever a BBESPEOKE fare is used PQ Price Quote (to store fare) PQM- Price Quote (non-storing) F3 (7TAW/) Ticket time limit 901737 763421 Phone number 5 Remarks – Free format 5H- Remarks are added to the history of the PNR 5HR- Hide remarks, i.e. Notes you don’t want the airline to see 6Neil Mewes Booker’s name PE‡Enquiries@Avocettm.co.uk‡ Enter our email address so that the booking can be accessed via

Trip Case. ER End Booking and retrieve EMR End and email booking CTRL P Print the PNR

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Non Sabre Bookings Whether it’s Easyjet, Ryanair, Aer Lingus or any other non Sabre air booking you will need to build your PNR with the star if you have one. Make your air booking on the airline website. Then do the following: 123MARLONAMS Usual availability entry 01Y1YK Adding YK at the end gives you your passive

segment

The system will return the following

You have now YK’d your low cost carrier booking into your PNR. Your PNR will now look like this. You now need to insert your booking reference for the low cost airline. The F4 key will begin your entry as follows:

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You can also add your airline locator when doing your YK entry. It will look like this:

To insert this line above your YK sectors you use the following entry /0/2

Your PNR will now look like this:

You now need to add your accounting line – F9 key. To be able to invoice out your low cost booking you must enter the entry below.

Remember when booking Easyjet or Ryanair on Sabre you must insert the title of the passenger i.e. Mr, Mrs, Ms. Both Easyjet and Ryanair will default to ‘MR’ unless told otherwise. How easy was that! Now then to make your day, we have an enhancement to the above regarding Easyjet bookings. To follow will be the ‘EZY CARD SABRE’ this is a step by step guide to making and issuing an Easyjet ticket via Sabre.

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EZY CARD SABRE

AVAILABILITY 113JUNLONEDI‡U2 1R (gives the return availability for the same day) 1R14JUN (gives return availability at a later date) 1R‡7 (gives availability seven days later) SELL 01B2 (sells one seat from B class on line 2 of CPA) PNR TEST/TEST MRS (title is mandatory) PE‡BLAH.BLAH@EASYJET.COM‡ (email is mandatory) 5-*VIxxxxxxxxxxxxxxxx‡xx/xx (cc number) CC/N/MRS TEST CC/A/HANGER 89 CC/C/LUTON AIRPORT, LUTON CC/P/LU2 9 LS CREDIT CARD DATA N/ MRS TEST TEST A/ HANGAR 89 C/ LUTON AIRPORT, LUTON P/ LU29LS 9 05555 555555-M (phone number) 6 (received from field) 7T-A (ticketing time limit) APIS DATA IF APPLICABLE 3DOCS1/P/GBR/12345678/GBR/15AUG1947/F/30SEP2016/TEST/TEST-1.1 Adding an easyJet Plus! Card - example: FFU287658768-2.1 Name number is required only when there is more than one passenger in the PNR. PRICE WP (will price) PRICING RESPONSE INCS CREDIT CARD FEE. MUST DO THIS BEFORE ADDING AIR EXTRAS WPAC* (account code) pricing with Corporate Account Code WPI (SNAP code) e.g. WPIBBC99

AIR EXTRAS WP*AE (will price air extras) AE‡1A1,2 (air extra line one ancillary into sectors 1 & 2) PQ (price quote with air extras) 4G1* (display graphical seat map for segment 1) 4G1*/O (display native seat map entries for segment 1) *AE (display summary of all extras for this PNR) 6xx§ER (reference and confirm seats) *PQS (retrieves PQ’s) SABRE INSTANT PURCHASE

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W‡PQ1‡AU2‡CVV123 CVV mandatory for all easyJet bookings 6xx DIN (to send the ancillary and air accounting lines to the back office) SHOPPING WPNI OR WPNI‡AE (with air extras included) WPNI‡AC* (account code) e.g. WPNI‡AC*CRP0000004 WPNC (will price new itinerary) WPNI‡ (corporate ID number) e.g. WPNI‡IBBC99 (corporate ID number)

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MODIFYING & ADDING A SERVICE

NAME CHANGE (must be done without deleting previous name) It is possible to change up to 3 characters free of charge in Sabre 1¤TEST/STEPH MRS WP (will price request) PQ W‡PQ1‡AU2‡CVV123 CANCELLING A SEGMENT X2 (next replace segment 2) WP (will price request) PQ W‡PQ1‡AU2‡CVV123 CANCEL & REBOOK A FLIGHT SEGMENT Retrieve relevant PNR Display itinerary only *I Key in the new availability request 115JUNEDILON‡U2 X2‡01B1 (this cancels segment 2 from the itinerary and sells one seat in B class from line 1 of the CPA) Providing everything is the same apart from the date the WPRQ entry can be used (00 indicates resell) WP (will price) PQ W‡PQ1‡AU2‡CVV123 ADDING AIR EXTRAS TO A PREVIOUSLY CONFIRMED PNR Retrieve relevant PNR WP (will price) WP*AE (will price air extras) AE‡1A1 (air extra line one of ancillary number one) PQ W‡PQ1‡AU2‡CVV123

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Extra entries that may be useful WPS1/4 Price segment select WPNCB‡S1/2 To Price and Book with segment select WC1M To change booking class WPRQ Price and Store WPRD* See all fare rules from WP entry WPRD*C16 See penalty notes from WP entry WPRD*S1‡C16 See penalty notes for segment 1 from WP entry WPA To see all fare levels PQD1 Delete stored fare 1 PQDA Delete all fares DC ‡EUR119/GBP Currency conversion T*NYC Display time in a specific city T¤ETNYC/NRT Calculate the time difference between two cities T¤ET1400YYZ/LHR Calculate the time of one city based upon the time of another ICAPD Ignore and clone an itinerary and passenger data fields

Ancillary Booking Entries

HOTMAN/20MAR-22MAR1/N-Midland Hotel availability HOTMAN‡TL7/20MAR-22MAR1/N-MIDLAND Access to Tzell/Travel Leaders rates HOD*1 Rates for hotel line 1 HRD*1 Rate rules for room type 1 0H1‡1/GAX123456789exp 12 15-Gray/ID-Hotel card Sell 1 room line 1 with guarantee and hotel

loyalty card HOM3O/SI-RD-V12345 Modify optional information HOM3D/26MAR-28MAR Modify date to reduce or extend stay Best practice with date changes is to check the whole availability and rebook from new. This will help to stop any confusion within the hotel’s booking system. Corporate Rate Hotel Bookings: HOTMAN‡ABC/25APR-26APR1/N-RADISSON If booking a room at the Radisson in Manchester for

ABC Dynamics

More entries can be found on

Format Finder

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Car Hire Use the Point and Click function in the Sabre Helper Apps, or the Graphical View. The best option for booking your car hire is through Affordable Car Hire. This can also be used for booking hotels.

Alternatively you can book your car hire via Affordable Car Hire. If chose this method to book your car hire, you will be able to charge out the car and earn your commission straight away. Once you have booked your car you will need to GK it into Sabre. You can use the ‘OTH’ entry which is like this:

You will then need to do your accounting line and it will look something like this:

ACOTH4/AFFORD/VCH218191032/33.92/236.85/0.00/ALL/CK/1

ACOTH4 Itinerary segment type and number, i.e. CAR, OTH, HHL

AFFORD Supplier (from the supplier list)

VCH218191032 Voucher code or booking reference

33.92 Commission

236.85 Cost

0.00 VAT if applicable

All Amount for all passengers in PNR. Usually one person per PNR

CK Form of payment

1 Number of documents i.e. invoice

You must also remember to put the BOSS command line in otherwise it will not get invoice. The entry is 5X/-*BOSS4*PCCR*IDAFFORD. Once you have this entry in BOSS and your accounting line you can now ‘DIN’ the booking. Do not

end and retrieve as this will send a message but you may not get an invoice back.

More car hire entries can be found on

Format Finder

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Passive Entries

Hotel Passive Bookings Best practice for all hotel bookings is 1 person per PNR 0HHTYYGK1LONIN23MAR-OUT24MAR/TOWER HOTEL/DBLE/159.00/G/SI-¤ST KATHERINES WAY ‡LONDON E1W 1LD‡FONE 0871 376 9036¤SPECIAL REQUESTS/CF-1234567 0HHT(Hotel chain two letter code)GK(number of rooms)(city)IN(check-in date)-OUT(check-out date)/(Hotel name)/(Room Type)/(rate)/G/SI-¤(address line) ‡(city, county post code) ‡Fone(phone number) ¤(free text)/CF-(confirmation number) NOTE – A passive hotel segment allows a maximum of 230 characters, including spaces and symbols. YOU CANNOT MODIFY A PASSIVE SEGMENT. This entry is also available on your ‘PF’ keys, Shift F2 will start the entry.

Car Hire Passive Entries 0CARZEGK1LHR25MAR-28MAR/ECAR/CF-123456 Basic passive car segment Optional fields can be added in any order except: /CF- Must always be last /SI- Must be last if you are not using /CF- /RC- Must be last if not using /CF- or /SI- If you are using all three fields then your entry must be as follows /RC- /SI- /CF-.

Miscellaneous Passive Segment 0OTHYYGK1LON24MAR-Free text General miscellaneous segment or F4 key 0HHTTIGK1/LONDON IN24MAR-OUT25MAR/Free text Hotel miscellaneous segment

Ok so now you have made a flight booking, but what do you do when you have booked a car or hotel outside of the system? You will need to make use of the following entries.

Use ‘Format Finder’ to help add to your knowledge, it is your friend.

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Bed Banks and Non Sabre Hotels Now as we all know, the easiest way to make money is by the sale of hotel nights and other ancillary products. For now we will be talking about hotels. Hotels booked via Sabre and settled by the client directly tend to pay a commission of between 8 – 10%. Well with just a little lateral think you can increase this to between 10 -15% quite easily. Simply use your Advantage login and check out the many bed bank operators on there. We have found Exclusively Hotels to be very good and as such have developed the following entry so that you can ‘GK’ your hotel and invoice it out the same way you would for a low cost carrier. ‘GK’ your hotel booking as you would above: 0HHTXHGK1LONIN23MAR-OUT24MAR/TOWER HOTEL/DBLE/159.00/G/SI-¤ST KATHERINES WAY ‡LONDON E1W 1LD‡FONE 0871 376 9036¤SPECIAL REQUESTS/CF-1234567 Instead of YY us the letters XH for Exclusively Hotels. You then need the following entries to be able to invoice out the hotel booking. 5X/-*BOSS03*BILL The 03 refers to the hotel line number. You must add the ‘BILL’ or the

system will not know what to BILL out.

ACHHT3/0000XH/HTL3056101/23.55/157.00/0.00/ALL/CK/1

The breakdown of the above entry

ACHHT3 Itinerary segment, in this case a hotel 0000XH Supplier/Product Code. This is 6 characters. If you don’t have the code let us

know and we will get it for you. HTL3056101 Voucher ref., or confirmation number. 23.55 Commission 157.00 Amount to passenger 0.00 VAT/Tax. Remember you need to show the VAT for all UK hotels ALL This means the charge applies to all in the PNR CK Form of payment 1 Number of documents

When your booking has more than one passenger you will need to change the type field ‘ALL’ to

‘ONE’ and add the passenger name number, last name and first name and title after the form of

payment. This is the same entry you would use for a non-Sabre airline accounting line. This is how it

would look:

ACHHT3/0000XH/HTL3056101/23.55/157.00/0.00/ONE/CK/1.1MEWES NEIL MR/1/F

Once you have added your accounting line to the PNR, you must ‘DIN’ the booking. If you just end

the booking the system will send it for invoicing but this may delay the invoice.

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Ticketing

Now we come to the fun part of making reservations. Issuing, reissuing, revalidation and refunding of tickets.

UK Ticketing KEY

‡ Cross of Lorraine

After you have stored your fare you will need to do the following in order to issue your ticket.

(WPITMM10‡XP‡PV) Price BA BBESPOKE fares then store the fare by PQ entry. Little side entry to remind you how to quote BBESPOKE fares – F11 key or F12 key if you need to segment relate the entry

FPPQ1‡ABA‡FCK‡KP0‡UB* FP1¤

Will prepare your PNR for ticketing – F5 key. This will delete your FP line, if you have made a mistake

*PF See ticketing entry 5X-*BOSS*AC200034 Your account number – this will enter automatically

once your star is set up 5X-*BOSS*EBNM Initials – this will enter automatically once you have

your star 5X/-*BOSS*OCH000 Fee – F6 key. Without doing this you will not earn any

commission. 5X/-*BOSS*PONeil Mewes Name or reference for booking – F7 key. 5X/-*BOSS*MF000*LF000*SC0 Savings entry must go on every ticket – F8 key. 5X/-*BOSS*CCAX3742***************-E0515 This is the entry used to charge a credit card at the

same time as issuing the ticket. Remember to include the credit card fee in your OCH line so the correct money is taken from the card

W‡ Will issue the ticket *PAC Check the accounting line to make sure it matches the

PQ *T Display ticket line to make sure only the tickets you

want are issued. WETR*2 View e-ticket on line 2 DIN Send for invoicing DIN‡A2 Send accounting line 2 for invoicing, if you have more

than one ticket or a reissued ticket to invoice

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If you are not happy VOID before you send for invoicing. If you need to void the ticket do the following:

*T Display ticket line WETR*2 Display e-ticket and double click to void ticket, it will ask you to

enter again to void the ticket *HT Will show the entry used to issue the ticket

Remember you can only VOID a ticket on the same day that you issue it. Whenever you end a booking the system will automatically send it for invoicing, so again if you are not happy with the ticket, void it before you end it.

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Air Extras – EMD-A

Now that you know how to issue tickets. You now need to know how to issue an EMD for Air Extras

(Ancillary) services sold via the pricing response or seat map (4G1*) entry.

Your workflow for issuing an air extra EMD will be as follows:

Step One: Display a list of available Air Extra Service:

WPAE*T2 – This refers to the ticket number

Step Two: Select service from the list and book:

AE‡1A1 (number of items to sell)A(air extras item number(S))

Step Three: Display secondary Air Extras in PNR. (*AE or *AES) The response reveals which SSR code to use for the specific carrier and Air Extra being booked.

*AES See screen shots for example

Note: Participating carriers require various SSR codes. You must display the active *AES response in your PNR to reveal the specific SSR code to use for your carrier and the Air Extra being booked. You can also display a generic list of possible Air Extra SSR codes. However, the list is not carrier specific and not all airlines require an SSR message with the Air Extra request. If the airline does not need an SSR, the *AES will show a generic response SSR – ASVC this means you do not have to add a specific SSR. Check Format Finder for the generic list

Step Four: Add SSR for Air Extra code as required by the airline

3XXXX/(code description) Note: Make sure you are using the code shown in the *AES response.

Step Five: End the booking

ER or E

Step Six: Display Air Extra Status: Once the carrier confirms the service request, the status changes to HD. STATUS – HD1/PAYMENT REQUIRED

*AE In the screen shot you will see the before and after response.

Step Seven: Display secondary Air Extras in the booking to view the fulfilment type:

*AES Again see the screen shot for how this will look.

Step Eight: Issue the EMD-A

W‡EMD*AE1 You will know this entry from issuing EMDs for service fees on BA tickets. The response will be as follows: AIR EXTRAS FULFILLED and the status will be HI1/FULFILLED

Step Nine: Display your EMD

*T WEMD*(item number in *T) WEMD*3

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That’s it you have now issued your EMD for Air Extra. If you have added baggage and seating

following the Easyjet page this may be familiar to you.

As promised here are the screen shots for issuing an EMD:

WPAE*T2 – Extras that can be fulfilled by an EMD

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Step Two - The sell entry AE‡1A1/2

Step Three

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Step Four - SSR entry and ending the PNR

Seeing the Air Extra request and Step Seven

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Confirmation of the airline receiving the request this will be Step Six. And also the issuing of the EMD

and sending it for invoicing.

All this information can be found in Format Finder.

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Revalidations and Reissues

Before we move onto revalidations and reissues, you will need to offload passengers from their

previous flight if they have checked-in. For that you will need the following entry for BA flights.

3OSI BA OFLD. Flight Number/Sector/Date 3OSI BA OFLD.BA4321/MANLHR/10DEC You will also now need to add the following OSI to your BA Offload request: 3OSI BA PLS OFFLOAD PAX FROM BA4321/10DEC MANLHR AS NEED TO REISSUE TICKET Once you have done this entry you should receive the following response from BA within 30 minutes “CHANGE ETKT STATUS RQST ACTIONED” With BA this can take a bit of time (they are not the quickest). If you have not received the above message you will need to phone BA Rapport and ask them to offload the passenger for you. Now you can proceed with your revalidation or reissue. There are some restrictions on using this automated process and they are as follows:

Flight departing within 3 hours This can still be done as long as you have given BA at least 1 hours’ notice before the flight is due to depart. Please give as much notice as possible.

Check-in has closed (differs by airport) It is not possible to offload a passenger once check-in

has closed. If this happens, the passenger will be a “no-show” and once the flight departs, they will be automatically offloaded.

Passenger has checked in bags Once a passenger has checked in their bags it will not

be possible to offload them. They must contact the airport desk directly.

Revalidations Amend the reservation in the original booking. Take a note of which sector/s you are going to

revalidate

WETR*2 Displays the original e ticket

Take note as to which coupon/s you are going to revalidate

WETRL/S2/C2 This will revalidate the ticket For further sector/coupons that need to be revalidated repeat the above.

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Should you find that your revalidation does not work, ignore and retrieve the PNR. This happens if you get ‘simultaneous changes’. Ignore and retrieve and this will clear.

Automated Exchanges The joy of Sabre is that you can check the cost of your reissue before you actually hit the button to reissue a ticket. The entry is the same and I will try and walk you through this. Just before you start to reissue or refund your ticket you must CHECK THE RULES!!! You do this by using the historical fare quote entry. Here is your entry FQ12NOV14LHRMIA14FEB15-BA‡BN – this entry if you have the booking class only. FQ12NOV14LHRMIA14FEB15-BA‡QSLLUKJB – this is the entry if you know the fare basis. You will also need to check how the airline wants the change fee collected, as some airlines require an EMD for the change fee. If the airline requires an EMD, you then need to check the Reason for Issuance Code – RFIC, and Reason for Issuance Sub-Code – RFISC. This is what your page will look like:

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Or the alternative entry will be as follows:

You then need to check the fares rules and you bring them up this way: RD1*16 – Rule display 1*chapter 16 (this is your penalties chapter). So now we begin your reissue. WFRF1252465387911‡ABA‡S1/3 Entry for single passenger PNR. Shortcut entry - arrow to the line above the ticket number and then ‘ESC’ down to the line showing the ticket number, and then you add in ‘WFR’ arrow along to the end of the ticket number and follow as above. - This is the beginning of the mask for reissuing tickets.

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You will then see a page similar to the following:

As you can see if the airline is one that guarantees the reissue then the fee will be shown. If not you will see the following screen:

Should the airline be one that does not guarantee the reissue, you must check the fee to change with the airline first.

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The second page will as follows:

You will need to add an amount and an ‘X’ for the form of payment in the above highlighted areas. Once you have put your ‘X’ in the Retain field, this will store the exchange data in your PQR. You will now need to end and retrieve your booking. Now to retrieve the data you need to enter *PQR, then W‡PQR1, if this is your only exchange. Once you have issued your ticket you then need to ‘DIN’ as you wold normally, this time however, attach it to the accounting line so you would DIN‡A2 if this is the accounting line.

All this information can be found in ‘Format Finer’. Although it may not be easy to understand.

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If your reissue is on BA or on one of the other airlines that require an EMD for the change fee, you will now need to issue this. Remember to check how the airline wants the fee collected, you may need different codes to the ones used for BA. The entry you need is ‘AE‡EMD’, if you have multiple passengers your entry will be as follows ‘AE‡EMD‡N2.1‡T2’. You will then see the following mask:

Your next page will be as follows:

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Just hit ‘ENTER’ and the following will show

Your next entry will be to display the ‘Air Extra Item’, this is how the page will look:

Now you need to issue your EMD. Should you not have the form of payment in the EMD you will get the following response:

You have now issued your EMD, and this is how you will be able to tell:

You will need to do these entries fairly quickly otherwise you will get ‘SIMULTANEOUS CHANGES TO PNR’. You’ll then have to ignore and start the EMD process again. I promise this will get easier the more you do it.

Just as before you will need to ‘DIN’ the booking to get your invoice done. This time you need to

account for the EMD and the ticket, so now you do this entry DIN‡A2/3 and send it off for invoicing.

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The above are the screens you will see, below are the written instructions you need to follow

The Ticketing Airline Code is the validating carrier, in this case, BA, the Service (SVC) City is the departure airport

For the Service (SVC) Date enter the date one day after the last flight segment in the PNR

Always use Reason For Issuance Code D and Reason for Issuance Sub-Code 992 for a Reservation Change Fee for British Airways

The Type Of Service should be entered as “Reservation Change Fee” and the Domestic\International indicator (D/I) specifies the type of itinerary

Present To and Present At, are the name of the servicing company and the location where the service is to be delivered, this is the same as you would enter on a vMCO

The connected ticket number can be automatically populated from the *T field or it can be entered manually, it is a required data element to be able to issue this EMD on British Airways

The Next field allows you to go to page 2 of the mask, at this time this is reserved for additional taxes, new data fields may be added in the future, Quit allows you to exit the mask, place an “X” in these fields to take the desired action

Once you have completed the mask, press enter and you will receive the response “Air Extra Item Created”

To issue the EMD the basic command is “W#EMD*AE1”, the “1” is the Air Extra number in the PNR, if you have only created one Air Extra, this will be “1”. To check the Air Extra number use the entry “*AE”

Congratulations you have now issued your first EMD. For any non-automated reissues you will need to begin as follows: WFR1805039507837‡AKE There will now be a mask to follow.

Remember ‘Format Finder’ is your friend and will be there 24/7 when you need help with these entries. You also have access to ‘Quick Assist’, this is a free service from Sabre and as long as your details are correct they will call you on the number you provide them with.

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If you have had to manually work out the exchange amount you will need to follow the next few screens.

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When using the ‘WFR’ entry you must check, double check and triple check your entries, because if they are wrong you will get an ADM. The ‘WFR’ entry is not guaranteed. That was a straight forward reissue. ‘What if I have a refund due?’ I hear you ask. Well as you may know some airlines especially BA now allow you to combine the two actions in one transaction. The worksheet on how to do it is at the back of this book.

REFUNDS Refunds, the joy of a travel agents life. We just love working out what and how much to refund on tickets. Well I think you will like the way Sabre does the work for you. The only bit you may need to work out is what, if any refund penalty applies. So check your fare rules carefully and put this in the 5H- field. And also make sure you have a flight in the PNR. It does not have to be the actual itinerary, but it does need something. If you are in any doubt about how much to refund then speak to the airline before starting the refund process. Right shall we begin? The refund process starts by doing the following. Display your ticket record as follows:

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Then you would arrow to above the ticket number you are refunding and then ‘esc’ down to the ticket to be refunded. Alternatively you can also enter the ticket number as follows:

The next screen will look like this.

The next screen will now show the refund due, if you need to add a refund fee this is where you would add it.

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If you have a refund fee your screen will look like this:

You will then be asked to verify the refund. You just need to hit enter. Example 1

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Example 2

You will now move onto the final screen.

The commission on refund amount or percentage box should be pre populated to show ‘0’. The refund should also pick up the form of payment and put an ‘X’ in the box. The last thing you will see is the confirmation that the refund has been done.

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That’s it, your refund to the airlines has been done. You now need to send it to BOSS for head office to finish processing. So once again we use the accounting line to do this. Retrieve the accounting line as follows:

As you will see, line 3 has your ticket number with an ‘R’ in front to denote that a refund has been done. The next thing you do is send it off to BOSS, and this is what you do.

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You will need to re-enter this entry so as to verify the request. Your booking has now been sent for invoicing and ended.

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Partial Refunds Should your refund not be as straight forward as the one above and you have a partial refund, you will need to follow the following screens: Start as you would for the refund type above, i.e. WFR1234567890‡AKE and then the pages as follows:

The next page will be the fare calculation page. Leave this blank as shown as the system will calculate this for you. All you need to do is enter ’P’ for price, and let the Sabre do the work.

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On screen 30 you will be asked for the change/refund fee amount. Enter the amount of leave it blank if there is no fee.

Then put ‘X’ in the next box to carry on. As with the exchange pages you will be asked to verify the refund. And the page will look like this:

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Your last page screen 32 will give you your refund information, this is also where you confirm the refund.

As you can see above the system was unable to create a refund accounting line. In this situation you will need to email the refund request to head office. Remember to keep a record of all your refunds, so you know when they have been actioned by the airline and you can the refund your clients. That’s it all done.

Alternative refund entries are as follows:

WFR12500000000‡ABA Partial refund WFRR125000000000‡ABA Full refund WFRR125000000000‡ABA‡CP50 Full refund with penalty WFRT1250000000000 Full tax only refund WTRX1250000000000 Cancel refund (same day only) on some airlines WFR* Redisplay refund mask

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Tax Only Refunds

WFRT1250000000000 Full tax only refund WFRN1250000000000 Partial Tax refund

Either of the above entries will bring you to the following mask

In this mask you will need to take out the non-refundable taxes i.e. YQ or YR in this example. Your next page will look like this

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Once again you will be asked to verify the refund amount. Once you go past this page there is no going back. So make sure it is correct.

This is the last page of the mask.

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Your refund is complete.

Now you need to send this off to BOSS to action the refund for your records. Display your PAC line like this.

Then you DIN it to BOSS like this.

Do this entry again and your booking will be sent off for invoicing and end the booking.

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VOIDS To void a ticket you need to *T then double click on the ticket number it will then ask you to confirm that you want to void it. Once you have voided your ticket you must ‘DIN’ this so that it can be accounted for. Voiding EMDs is as follows WEMD*9 This will display your EMD WEMDV This entry will need to be repeated, just as you would to VOID an air ticket WV* This will show EMDs and tickets that have been voided

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APIS There are two ways to enter your passport details and this depends on whether you have booked American Airlines or anyone else. Normal airline entry: 3DOCS/P/GB/123456789/GB/25AUG1966/M/30OCT2020/SURNAME/FIRSTNAME/SECONDNAME-1.1 American Airlines 4DOCS/DB/25AUG1966/M/SURNAME/FIRSTNAME/SECONDNAME-1.1 The First and Last name fields are mandatory, the second name is optional. But must be included if it is shown on the passport.

Once again if you get stuck use FORMAT FINDER everything you need will be in there.

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BOSS Now that you have successfully issued and reissued your ticket you now need to send the ticket to BOSS for invoicing. All tickets need to be accounted for and this is where the BOSS system comes in. BOSS is our back office accounting system. Any and all invoices will be generated from here. For your booking to go through to BOSS you will need as a minimum the following entries:

For your booking to go through to BOSS you will need as a minimum the following entries:

5X/-*BOSS*AC2000xxx Client account number (also known as the DK Number

5X/-*BOSS*EBxx Your initials 5X/-*BOSS*OCH The mark-up, this will be added to the fare of

each ticket in the PNR, so remember to change it when you do a reissued as BOSS only reads one line

5X/-*BOSS*PO Purchase Order reference if given or the booker’s name

5X/-*BOSS*CCAX3742********-E0515 This will charge the credit card and reduce the invoice to NIL. Remember to include the credit card fee in with your OCH line if passenger is paying by credit card

AX (Amex) 2.5% DC (Diners) 3.00% CA/VI (MasterCard/Visa) 1.55% Debit Cards 75p Before you send your ticket for invoicing however, you must remove the old BOSS entries (i.e. OCH and savings line) as this will be different to the original ticket and BOSS can only read one set of entries and this is normally the first entry. You will have seen that we have said you need to ‘Account’ for your low cost carries and you need to ‘DIN’ your issued tickets. ‘What does all this mean?’ I hear you asking. If you have more than one ticket to account for as in the case of a reissue, you will need to send the accounting line relating to your ticket. For example DIN‡A1 – will send the first accounting line and DIN‡A2-3 will send lines 2 and 3 to BOSS. You will also need to send your hotel bookings through to BOSS otherwise your commissions will not be chased. To send your passive or Sabre booked hotel to BOSS you need to enter DIT, This will send it off. If you have booked your hotel via a third party i.e. Exclusively Hotels then you enter the accounting lines and ‘DIN’ as shown before.

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All bookings whether they be air, rail, car hire, hotel, or anything else must be invoiced out to the client and the way it is done with Tzell is using a system called ‘BOSS’. BOSS is a simple to use system and all the invoicing is done by the finance team at Tzell UK in London. Should it not be possible for one reason or another to invoice out an element of your booking via Sabre, then an email needs to be sent to Tzell for them to invoice it for you. If the finance team do not have your booking they cannot invoice them out and you will lose out on the revenue and still need to pay for the item.

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Invoicing

To make invoicing a bit easier to understand on the following pages are some flow charts to show

you what and how to send your bookings for invoicing and also bill back on hotels.

Air Ticket – BSP Invoicing

Issue tickets on Sabre

DIN the reservation (last entry on Sabre ticketing instructions)

Are there other elements you need to add?

Send an email to finance@tzell.com advising:

Sabre booking reference

What you want added - together with cost

Wait for invoice

No Yes

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Ancillary Services

Make reservation

Email finance@tzell.com with:

Supplier

Date of travel

Passengers name

Cost

Your service fee

Company to be billed

Wait for invoice

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Hotel bill back

Do you have the third party authorisation form from the hotel?

Contact hotel and get form

Complete form and email to hotel

Check hotel have received bill back request

Confirm to Sabrina the total cost to be billed to the client

Wait for invoice

Yes No

Advise Sabrina.yeo@avocettm.co.uk of email

address and forward copy of form for future use

Advise Sabrina.yeo@avocettm.co.uk of the following:

Guest name

Hotel name

Date of stay

Company name

Bookers name

Sabrina will advise you when the amount appears on the credit card

and how much is outstanding

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Hotel Direct Payment

Hotel booked in Sabre

Yes No

Build passive booking in Sabre

Nothing more to do – commission will be paid once received by the hotel

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Rail bookings

Make reservation in Evolvi

You will receive a confirmation email

Forward this email to finance@tzell.com and advise:

Passengers name

Company to be charged

Your booking fee

Total amount to be charged to the client

Wait for invoice

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How to use the company credit card

Payment made by credit card

Email Sabrina.yeo@avocettm.co.uk with:

Passengers name

Supplier

Date of travel

Company account to which the bill needs to be invoiced to

Bookers name

Sabrina will email you when the charge appears

Confirm with Sabrina the following:

Total amount to be billed

Invoice narrative

Wait for invoice

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Evolvi We use the Evolvi system to book all UK rail tickets. This is a very easy system to use. Once you have booked your rail ticket you will then need to email the confirmation to finance@tzell.com to have the invoice issued (see flow charts on the previous pages). You will need to supply accounts with the account name and number, the OCH or fee and any additional information that is to go on the invoice. Your Evolvi rail booking will look similar to the following pages from the Evolvi system:

Once you start to make your reservation the page will look as follows:

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By choosing timetable search you will be show just the times of the trains. Picking fare search will give you the times and the available fares, just like this.

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Once you have picked your train times and fare the page will change to this:

Once you have chosen your trains you will then need to add the name to the booking and the screen will look like this:

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Click on Save. You will then be able to reserve a seat or add to basket and carry on to the next screen. Your next screen will ask you to ‘edit custom fields’ – this is where you will add any purchase order numbers of references and also your fee if any. It will look like this:

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The next screen will be as follows:

Click Save, your ‘Custom Fields’ button will now be green to show you have completed everything needed for that page. If you ever see a red button on any of the pages it means you have missed something, you need to go back and check before you can move forward.

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Now click on Checkout. The next screen is where you choose you method of delivery. Always use TOD.

Now you can click on Buy Now, and you will be taken to you payment page.

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Remember to add your email address so that you can get the confirmation. Remember to add £4.00 to every quote for the TOD charge, plus any fee you may charge. Once you have booked you ticket on Evolvi you will then need to ‘GK’ (F4) it into Sabre. This will help you to produce an itinerary and also anyone else looking at your bookings will know what has been booked. Your PNR will look something like the following:

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