May 2008

Reservation Manual

RESERVATION MANUAL

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INDEX: PAGE: Content 2 Introduction 4 Keyboard layout 6 Keyboard explanation 6 Logon 7 Sine in/sine out 8 E-Learning – Global Learning Center 9 Global Reference System pages 11 HELP and INFO pages 12 Timatic 12 Australian visas (TIETAS) 13 Encoding/Decoding 13 Calculating time difference 14 Availability 14 Schedules 16 Minimum connecting time 16 Flight service information 17 Decode aircraft equipment 17 AccessPLUS 17 Explanation of airline participation levels and booking procedures 17 Direct Access Availability 18 Direct response and Regular participant 19 Table of AccessPLUS programme 19 Selling seats from availability 20 Manual sell 20 Travel segments 21 Insert 22 Cancel/modify segments 22 Passenger Name Record 23 Introduction to PNR 23 Components of a PNR 23 Mandatory fields 23 Name change restrictions 25 Ignore, End transaction, Direct response, Display PNR 25 Form of payment 26 Commission 27 General remarks 27 Unique remarks 28 Email address, Travelport View Trip website page 28 Other service information (OSI) 29 Special service request (SSR) 29 Claim PNR 31 Divide, reduce PNR 31 Clone PNR 32 Seats 32

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PNR history 33 Queues 34 Status (action) codes 35 Fares 37 Pricing Ticket record

37 38

Error responses 38

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INTRODUCTION Welcome to GDS Worldspan by Travelport! There is a wealth of information at your fingertips contained on the following pages:

• Worldspan by Travelport Website http://home.wspan.com

• Worldspan by Travelport Reservation system Making your reservation using entries. https://gopublic.wspan.com

• Worldspan by Travelport Express and Scripts menu

Making your reservations using “point and click”

Click here to activate Worldspan Express booking tool Click here to open Script menu Favorites website addresses, Worldspan entries and Scripts can be added to My Links.

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WORLDSPAN by TRAVELPORT WEBSITE http://home.wspan.com

The above page contains:

• Worldspan by Travelport latest news and enhancements information • Training information, schedules and Global Learning Center access (more

about accessing GLC on page 3.2) • Worldspan by Travelport product overviews and demos • Services and Support , dedicated to customer support, contains the link to

Global Helpdesk locations and telephone numbers • Resource Center, useful links

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Explanation of symbols used:

> = SOM (vertical) = = Display key (*)

- = Dash / = Slash

; = $ Dollar , = Hash / End item (#) or use # key

[ = @ Change Key

Explanation of Function keys used:- F1 - Internet Explorer Help F7 - Scroll through reservation windows F2 - Shortcut XI entry F8 - Move between screens F3 - Shortcut ARNK (0A) entry F9 - Clear active Window F4 - Clear all screens in active window F10 - Shortcut End transaction F5 - Input recall key – last 50 entries F11 - Move up F6 - Today’s date F12 - Move down

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LOGON When accessing https://gopublic.wspan.com you will be prompted to logon using the following window:

• The login and the temporary password is created by Worldspan. The user will be than prompted to change the password for the permanent one.

• In case of the lost passwords the agent should use the Lost Password link. • The password will expire after 90 days. The user will than be automatically

prompted to change the password in the ready for use mask. The password policy:

- minimum length – 8 characters - case sensitive - must contain at least 1 alpha and 1 numeric character - no more than 2 identical characters in a row - not the same as previous 4 passwords - not the same as login ID

Before working with Worldspan Reservation system, the user needs to sine into the system.

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SINE IN/SINE OUT PROCEDURES HELP SINE SCRIPTS/MISC/SINE IN

Sine in to one area only BSIA1234PM/GS Sine in to ALL areas (A,B,C,D,E,F) BSI$1234PM/GS Move from area A to area F BF Move between work areas BA, BB, BC etc Quick work area check B$ Sine out of active work area BSO Sine out of All areas BSO$ Sine out of a specific area BSO$F Example: BSIA0747PI/GS Duty Code Mandatory Slash Agent Sine Unique User Code (4 digits) Work Area A ($ = all areas) Function Identifier Duty codes: GS - General Sales FA – Fares Agent Quick check (SID,IATA,DA) KGB

WORK AREAS HELP B$

WORLDSPAN provides six work areas (A –F) that provide the facility to multi task in different areas, at the same time. Entry : B$ Work Area Display >B$

LNIATA - 4F7609 CITY – F15

AAA STAT ACTIVITY QUE CAT ID DTY EMU NET

A SUSP MYUDCA/1MCGILL/JENNI PM GS

B ACT OO97YQ/1.SMITH/PAULM PM GS

C SUSP PM GS

D SUSP PM GS

E SUSP PM GS

F SUSP PM GS

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ELEARNING learning.wspan.com EMEAA Global Learning Centre

http://globallearningcenter.wspan.com/emealearningcenter The Global Learning Centre provides agents with access to online self-paced tutorials and training paths; both basic and advanced. In addition to this, the Global Learning Centre also features information such as virtual and classroom based training course schedules, training documentation, agency format guides and contact details for the WORLDSPAN Helpdesk. The Global Learning Centre also contains e-Learning information, which includes information on hardware and software required to view the e-Learning tutorials. The e-Learning website provides access to self paced tutorials and virtual classes.

Click here to access Online Tutorials

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Click to access Student Logon

eLearning Info for Student Logon Once you have clicked on the Tutorials link you can then click on Student Logon to register yourself as a student. You will then have access to WORLDSPAN by Travelport online self-paced tutorials. One person in your agency can co-ordinate the registrations by having an ‘Administrator Logon’.

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GLOBAL REFERENCE SYSTEM (GRS) HELP GRS

The Global Reference System (GRS) contains information on a variety of important subjects. WORLDSPAN Daily Briefing GDAY17OCT WORLDSPAN country information page AMS G/EUR/AMS Carrier addresses AMS G/EUR/AMS/*XX Embassy addresse G/EUR/BRU/SWEDEN

Weather information HELP WEATHER SCRIPTS/MISC/WEATHER

Weather by City Code GWEA LON Weather by City Name GWEA LONDON Current weather at airport (must use airport codes) FWV CDG

Supplier information pages

Airline Information Pages (e.g. Air France) G/AIR/AF0 Hotel Information Pages G/HTL/SIQ Car Information Pages G/CAR/ZEZ Tax/Currency HELP GCUR/HELP GTAX//HELP CURRENCY/HELP 4C SCRPTS/PRICE/CURRENCY CONVERSION

Currency Information for Zimbabwe GCUR ZIMBABWE Currency conversion/local currency to USD 4C@USD/100 Currency conversion/USD to local currency 4C@100/USD Convert GBP1000 to USD, using country code 4C@1000/US#GB Currency/rate of exchange per country 4C*ZAMBIA Tax information for France GTAX FRANCE Tax information specific tax GTAX XX

GRS continuation entries/scrolling HELP SCROLL

The right bracket and SOM ) > at the bottom of the screen indicates that there is more information to read. Type MD and <Enter> to Move Move down MD or F12 Move down specific number of lines MD3 Move bottom MB Move up MU or F11 Move up a specific number of lines MU5 Move top MT

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Go forward GF Go backward GB Move to a different page within a subject G/P3 Redisplay last GRS page GR

HELP SYSTEM

The HELP system provides access to WORLDSPAN format entries. The HELP system is designed with a series of prompts to help locate information. Example: HELP FARES (keyword) HELP 4F (function identifier)

HELP F (letter, shows master index for F) To each HELP page there is an INFO page attached.

INFO SYSTEM

The INFO system contains up to date information and explanations about WORLDSPAN system entries and design. Example: INFO FARES (keyword) INFO 4F (function identifier)

INFO F (letter, shows master index for F)

TIMATIC HELP TIM INFO TIM

SCRIPTS/MISC/TIMATIC

TIMATIC is the automated Travel Information Manual. TIMATIC gives detailed entry requirements for Visa, Passport and Heath. NB. Must be in OVERRIDE mode. To display the TIMATIC index, enter: GT4 TIMATIC INFORMATION SERVICES 1 VISA INFORMATION 2 HEALTH INFORMATION 3 VISA/HEALTH INFORMATION 4 FULL TEXT INFORMATION - COUNTRY 5 CITY CODES - COUNTRY OR CITY INPUT H HELP-GROUP LISTS/RULES/NEWS

To display the relevant subject template, enter: GT4/1 To see the next page type TIPN To see the previous page type TIPB

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AUSTRALIAN VISAS HELP ETAS Through TIMATIC It is also possible to process Australian visas through WORLDSPAN. To display the index TIETAS To display ETA types TIETAS4 To display a template TIETAR

ENCODING/DECODING HELP DECODE SCRIPTS/BOOK/ENCODE/DECODE

City/airport Encode HELP KC HELP ENCODE

Encode city KC/PARIS Encode list of cities beginning with the 3 letters specified KC/BIR Display list of cities beginning with the 2 letters specified KC/PE*

City/airport Decode HELP KD HELP DECODE

Decode city KD/LON

Airline Encode HELP KAC HELP DECODE

Encode airline KAC/CONTINENTAL

Airline Decode HELP KAD HELP DECODE

Decode airline (2 letter code) KAD/BA Decode airline (Industry Number) KAD/006

Airline alliance table HELP ALLIANCE

Display airline alliance table KAL-/XX

(XX = alliance code) List One World Alliance members KAL-/*O

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List Skyteam Alliance members KAL-/*S List Star Alliance members KAL-/*A

Calculating time difference HELP KCD

Check local time in city KCD*JNB Check local times in multiple cities KCD*LON/JNB Check specific time in multiple cities KCD*1700PAR/JNB Check specific time in multiple cities (12hr clock) KCD*6PLAX/JNB

AVAILABILITY HELP AVAIL HELP AVAILC

SCRIPTS/BOOK/AIR BOOKING The WORLDSPAN database maintains flight schedules and availability for flights departing today and 331 days in the future. When an availability entry is made, WORLDSPAN will show the neutral flight availability display Basic availability entry A25APRFRAATL Default to current date AROMLOS Default to current date ALISBCN7A All airports under specific city codes A12JUNLONLAX Availability with city pair, with date and time A25APRLAXPAR1600 Specific airline A12JUNCDGLHR1000-BD Specific multiple airlines (maximum 3) A16JUNSTLHNL-NW-DL-UA Specific time, connection and airline A14JUNMANSIN2P/FRA-LH Specific airline; direct and non-stop A9AUGPITATL9A-UA/D Specific class (maximum 3) A23NOVSHAPEK*C*K*N

Availability continuation entries HELP ACONT HELP A/R

Alternate time A1600 Alternate date A6SEP Reverse itinerary (same day) A/R Return 7days later A/R7D Specific return date A/R12SEP Specific return date with time A/R15NOV1800 Specific airline A-BA All airlines A-YY Specify connecting city A/LAX Availability down AD

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Availability up AU Availability for tomorrow AT Availability for yesterday AY Redisplay LAST availability A* Availability with elapsed flying time AE Redisplay ORIGINAL availability AO Search forward 7 days/airline/class AS#21NOVSTORIO-DL*H Search backward 7days AS-21NOVSTORIO-DL*H Change arrival airport A@ABRU Change departure airport A@DBHX Change to Direct Access A@AI Display additional classes, screen 1 AC1 Display additional classes, screen 2 AC2 Display additional classes, screen 3 AC3

Sample availability display (with code share disclosure on) INFO AVAILEXPL HELP AVAILC

23NOV-FR-0001 LONNYC ** ET AC1

1*O#BA 117 F9 A8 J9 C9 D9 I9 W9 T9 LHRJFK-0820 1050 744 0E

2*O#AA 115 F7 A7 J7 D7 I7 Y7 B7 H7 LHRJFK-0820 1105 777 0E

3*O#BA 185 F9 A9 J9 C9 D9 I9 W9 T9 LHREWR-0910 1205 777 0E

4*S#DL 4 J9 D9 I9 Y9 B9 M9 H9 Q9 LGWJFK-0915 1210 767 0E

5 #VS 3 J7 D7 Z7 W7 S7 K4 Y7 B7 LHRJFK-0930 1210 346 0E

6*S#CO8223 J4 D4 Z4 R9 Y9 H9 K9 M9 LHRJFK-0930 1210 346 0E

CO8223 OPERATED BY VIRGIN ATLANTIC

7*O#AA 101 F7 A7 J7 D7 I7 Y7 B7 H7 LHRJFK-0955 1245 777 0E

8*S#CO 19 J9 D9 Z9 R0 Y9 H9 K9 M9 LGWEWR-1030 1330 777 0E

9 #VS3119 J4 D4 Z4 Y9 B9 L9 M9 Q0 LGWEWR-1030 1330 777 0E

VS3119 OPERATED BY CONTINENTAL AIRLINES

23 NOV Requested availability date FR Day of the week LONNYC Routing with city codes ** ET Time zone (applicable to US itineraries only AC2 Additional classes screen 2 1 Availability line number *A *O *S

Airline alliance indicator for Star Alliance Airline alliance indicator for One World Airline alliance indicator for SkyTeam

# AccessPLUS indicator BA 117 Flight number F9, A8, etc Classes and number of seats available B0 Waitlist possible B- Seats on request

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K. Booking class closed, no seats available LHRJFK Routing with airport codes - Indicates more classes are available. Enter AC2, etc to display

additional classes on screen 2 0820 1050 Departure and arrival time (local times) 744 Aircraft code 0 Indicates non-stop flight E E ticket indicator

SCHEDULES HELP SCHEDULES

Basic entry, assumes current date (non-stop & direct flights only) SBRUAMS With specific airline SLONSIN-SQ With date and time S10OCTAMSFRA1600 With specific carrier and time, 30 days schedule S#10SEPDXBLHR1400 (direct, non stop and connection flights) With specific date and carrier S@10OCTMILBCN-AZ (direct, non-stop and connection flights) Display schedule for 30 days forward S30D Additional schedules SD Schedule Up SU Return schedules S/R Change date and time S23AUG1900 Redisplay schedules S*

MINIMUM CONNECTING TIMES HELP KEC HELP VCT*

Standard MCT all airlines, specific airport KEC*STL Multi-Airport City KEC*NYC For Specific Airline KEC*MSP-NW Domestic To International KEC*JFK-DL*DI International to Domestic KEC*ORD-NW*ID Online Connection KEC*ATL-DL-DL Interline Connection KEC*FRA-LH-AF Terminal Information KEC*T-LHR View MCT for specific segments VCT*1-3 View MCT from availability display VCT$4

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FLIGHT SERVICE INFORMATION HELP V* HELP V$ HELP VTT*

SCRPTS/MISC/FLIGHT DETAILS

From a PNR (up to a maximum of 8 segments) V* Single itinerary segment V**3 From availability V$1 View accumulated trip time, specific segments VTT*1-3 Note: Flight service information is available for all airlines that provide information to OAG. View specific flight number V*EK2/21SEPLHRDXB

DECODE AIRCRAFT EQUIPMENT HELP EQP

Decode aircraft equipment type HELP EQP747

ACESSPLUS HELP AP

AccessPLUS is a communications package that encompasses Airline Source, Direct Sell, Direct Access and Direct Response. AccessPLUS features both airline and non-airline. AccessPLUS participants communicate with WORLDSPAN via a two-way communications line. Standard formats are used for most AccessPLUS entries.

ACCESSPLUS ARLINE PARTICIPANTS HELP APAIR ACCESSPLUS LOG ON INFO APAIR ACCESSPLUS ENTRIES PER AIRLINE INFOXX0/HELPXX0

All initial AccessPLUS entries require the change symbol @ either side of the 2-letter carrier code at the beginning. All subsequent entries require only the change symbol in front of the entry e.g. @AD. Availability (time MUST be included, 12 or 24-hr clock) @BA@A10SEPLISLHR0700 Continuation entry @AD Flight information for specific date @BA@2503/10AUG

AIRLINE SOURCE PARTICIPANTS (#) INFO ASOURCE

AIRLINE SOURCE is the communications link between WORLDSPAN and participating airlines. It ensures up to the second, last seat availability. A (#) preceding the airline code is placed in the availability display indicating an AIRLINE SOURCE participant. A ($) is appended to the flight segment indicating a guaranteed seat

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DIRECT SELL PARTICIPANTS ($) INFO DS

DIRECT SELL is the capability of simultaneously selling space in an AccessPLUS participant's system while viewing a WORLDSPAN availability screen. No AccessPLUS entry is required. A ($) preceding the airline is placed in the availability display indicating a DIRECT SELL participant. A ($) is appended to the flight segment indicating a guaranteed seat.

DIRECT ACCESS PARTICIPANTS HELP APAIR INFO DA

DIRECT ACCESS provides the capability of accessing information from the database of an AccessPLUS-participant, and displaying it in WORLDSPAN. This feature provides last seat availability and various other up to date displays such as: Global Reference System Fares Fare Rules Flight Information Schedules Seat Maps A (*) preceding the airline code is placed in the availability display indicating a DIRECT ACCESS participant. A (*) is appended to the flight segment indicating a guaranteed seat.

DIRECT ACCESS AVAILABILITY INFO DA

The airline or participant code may be omitted for continuation entries: List of Direct Access continuation entries by airline HELP XX0SUB (XX = airline) Display Direct Access additional availability @AD Return availability @A/R20APR1300 Redisplay last Direct Access availability @A* Direct Access from WORLDSPAN A@AI availability by airline code Direct Access from WORLDSPAN A@2 Availability by line number Sell from Direct Access availability 01Y11 Sell connecting flights from Direct Access availability 01Y13* Schedule display @SQ@S7FEBBKKSIN6A Schedule Display-weekly @SQ@S7FEBBKKSIN6A/W Display additional schedules (Move Down) @MD Display previous schedules (Move Up) @MU

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DIRECT RESPONSE HELP *DR INFO DR

DIRECT RESPONSE is a WORLDSPAN feature that appends an indicator to segments in your PNR indicating that an agreement to exchange record locators via teletype exists between WORLDSPAN and the airline. Segments on participating airlines are identified by a P (pending) until the participating airline has responded with their record locator. Once the airline responds, the pending indicator P is replaced with an A, meaning the booking has been acknowledged. Included in the Direct Response are the airline’s record locator, the airline code, flight number and city pair. It is mandatory for an Airline Source and Direct Sell participant to participate in Direct Response. It is optional for the other airline participants. View All record locators *DR

REGULAR PARTICIPANT

WORLDSPAN accesses the airline database when the booking is ‘ended’, i.e. after End Transaction. However, the airline can reject the booking within 12hours of it receiving it. It is recommended that a Regular Participant should not be confirmed to a passenger until the 12 hours have elapsed. NB. If travel is within 48hours, contact the WORLDSPAN HELPDESK for assistance

RECAP OF ACCESSPLUS AND PARTICIPANT LEVELS

Availability Symbol

Guarantee Symbol

Marketing Name

Service the airline provides

Direct Response

#

$

Airline Source

Immediate/auto access to the airline database

Mandatory

$

$

Direct Sell

WORLDSPAN accesses the airline database when you sell a seat

Mandatory

*

*

Direct Access (A@XX)*

You access the airline database before you sell a seat

Optional

BLANK (no symbol)

BLANK (no

Regular

WORLDSPAN accesses the airline

Optional

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symbol) Participants database when you complete and end your booking. The airline has up to 12 hours after receiving the reservation to reject the booking

*You can access any airlines’ database from the WORLDSPAN availability display, by entering: A @ XX (replace XX with appropriate 2 letter airline code, ie. A@AI) (spaces are for clarification only)

HOST CARRIER INFO MULTIHOST

Northwest Airlines is a host airline. A # preceding the airline code is placed in the availability. No ($) is added to the flight segment when the seat is sold as the seat is automatically guaranteed. No Direct Response is returned to the WORLDSPAN booking, as the WORLDSPAN locator is the Northwest Airlines locator number.

SELLING SEATS HELP 0AVAI L

Sell a single segment 02Y1 Sell connecting flights, same class of service 02Y1* Sell connecting flights, different classes of service 01Y1F2

Surface segment (ARNK – arrival unknown) HELP 0A

To create an ARNK segment surface segment 0A or F3 Key Insert surface segment after segment 2 /2/0A

Waitlist HELP WAITLIST

Waitlist a single segment from line 1 0L1Q1 Waitlist multiple segments same class 0L1Y3*

Manual sell HELP 0MAN

Manually sell flight 0BD141Y23AUGLHRBRUNN1 Manually sell flight on waitlist 0BA478Y23MAYLHRBCNLL2

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Holding confirmed segments (HK) HELP 0MAN

HK segment with agent name 01Y2@HK–UABILL Manual sell holding confirmed segment with agent sine 0DL732Y1JULATLDFWHK1−−−−DL29 Open segments (PS) HELP 0MAN Basic entry with date 0SQOPENY15MARSINSYDPS1 Without dates 0TGOPENYBKKPERPS1

Memo segments (MK) HELP 0MAN

From availability 01Y1@MK Sell connections as MK 01Y1*@MK Manually sell flight 0EK18Y23JANMANDXBMK1 Note: Never ‘XI’ a passive segment. This will generate a cancellation message to the

airline and will cancel the live booking! A passive segment should be removed using the status XK. E.g: .1XK

Examples of travel segment entries HELP 0MAN SCRIPTS/PRICE/TVL SEGMENT

Car TNZEMK1CARD4/AA1-OHARE AIRPORT/AA2-CHICAGO IL 60616/AP-312-555-2222/BS-234567/RQ-USD 49.99/CP-12/VT-

LCAR/CD-WS165555/CF-80042356 Charter Flight TNZZMK2CHT12FEB/AN-BRITAINNIA FLIGHT213/DE-

1230LGW/ARR-1700AGP Tour TNZZML2TUR15NOV22NOV/AN-SAFARI TOURS/IT- 800234/FF1-AWAITING CONFIRMATION Hotel TNHHMK1HTL12APRN3/AP-404-123-1000/AR-SAUNA AVAILABLE/FG-66423HILTON Credit TNZZMK2FER14AUG/AN-PO FERRIES/CRD-B150.00/T10.00 Debit TNZZMK1BKG1DEC/AN-REVALIDATION FREE/DUE-B25.00

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Retention segments Retention segments are used to keep a booking live via the system, once the segments are flown. Prints on the itinerary TNZZMK1AIR15JAN/AN-RETENTION and on My Trip and More (Date can be up to 331 days in the future) Does not print on the itinerary TNZZMK1ACC15JAN/AN-RETENTION or on My Trip and More (Date can be up to 331 days in the future)

INSERT AFTER SEGMENT ( / ) HELP /

Insert after segment zero /0 Insert segment 5 after segment 2 /2S5 Insert and sell from availability /2/01Y2 Insert segment 4 and 5 after segments 1 /1S4/5 Insert ARNK segment after segment 3 /3/0A

CANCEL/MODIFY FLIGHT SEGMENTS HELP CANCEL HELP XA

Cancel single segment X1 Cancel multiple segments X2/5 Cancel range of consecutive segments X2-7 Cancel entire itinerary XI Cancel air segments only XA NB. The following entries will cancel and rebook, but must ensure that guarantees have been received on the rebooked flights. Cancel and re-book class to M for segment 2 X2#0/M Cancel and re-book date for segment 3 X3#0/10AUG Cancel and re-book date for AIR segments only XA#0/12JUN Cancel and re-book class Q for AIR segments only XA#0/Q Cancel and re-book specific segments to a specific class X1/2/4#0/F NB. It must be ensured that guarantees have been received on the rebooked flights. If the new flight is not available, WORLDSPAN will return a message to indicate that the original flight has been held.

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PASSENGER NAME RECORD (PNR) INDEX HELP PNR INFO PNR

SCRIPTS/BOOK/PNR CREATION TOOL A Passenger Name Record (PNR) is an automated file of a client's travel related information. A PNR remains active in the WORLDSPAN system for 2 days after the last segment in the itinerary. Other useful reference pages:- HELP TAGS HELP ITIN INFO ITIN HELP CODES

COMPONENTS OF A PNR

(a) 1P- 23R7CB

(b) 1.1JONES/KELLYMISS*ADT

(c) 1 SA 235Y 23SEP SU LHRJNB HK1 1900 0650 #1/O $ M SK E

(d) 2 SA 234Y 15OCT MO JNBLHR HK1 2010 0625 #1/O $ M SK E

(e) P- 1.1DQ 0208 745 1900/WORLDSPAN TRAINING /REF EVE

(f) T- 1.TAX/00/21MAY

(g( TKG FAX-NOT PRICED FARE TYPE EX

(h) G- 1.OSI SA TCP2 WITH PETERS X 1 SA 235 23SEP

2.SSRVGMLSAHK1LHRJNB0235Y23SEP- 1.1

3.SSRVGMLSAHK1JNBLHR0234Y15OCT- 1.1

**** ITEMS SUPPRESSED ****/S/DR

(a) 1P – 23R7CB – WORLDSPAN booking reference code (record locator). (b) 1....1 – 1

st passenger in the booking, consisting of 1 name.

JONES/KELLYMISS∗∗∗∗ADT – Name of the passenger with Passenger Type Code of ADT (Adult).

(c) 1 SA 235 Y 23SEP SU LHR JNB HK1 1900 0650 #1 //// O $ M SK E 1 – 1

st segment

SA 235 – Airline code & flight number. Y – Class of service. 23 SEP SU LHR JNB – Date of travel, day of the week and city pair. HK1 – One seat booked. N.B. see HELP ACTIONC for further references 1900 0650 – Departure and arrival times (local). #1 - denotes next day arrival /O – Not a connecting flight. or /X – connecting flight $ – Guarantee identifier sent from the airline. The guarantee identifier may be shown as a $ or *. See AccessPlus. M – Meals have been requested. SK – Seat Numbers have been assigned to this reservation. E – Electronic ticket indicator.

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(d) 2 – 2

nd segment. Same explanation as for the first flight

(e) P−−−− 1. 1DQ 020 - 8745-1900 T/WORLDSPAN TRAVEL / REF

P−−−−1. – 1st telephone field.

1DQ – Travel agency branch identifier known as a Pseudo City Code (SID). This is followed by the telephone number, name and branch reference.

(f) 7TAX/00/21MAY - Ticket field advising the agency of the PNR status. (g) TKG FAX −−−− NOT PRICED FARE TYPE EX – Determines whether or not the PNR is

holding a ticket record. (h) G −−−− 1 .SSRVLMLSAHK1LHRJNB0235Y15JUL - 1.1

G – Lines commencing with the letter G indicate messages sent to/from the airline (G.Lines). 1. – 1

st G. line.

SSRV:ML – (SSR) Special Service Request for a (VLML) vegetarian meal that permits dairy produce SA HK1 – South African Airways - confirming one meal. LHRJNBSA0235Y – City pair / Flight number and booking class. 1.1 – (SSR) items for the 1

st passenger in this booking.

(i) 2nd

G line confirming the meal for the return flight. (j) 3.OSISA TCP2 1PETERS SA235 23SEP

3. 3rd

G line in this booking. OSISA – (OSI) Other Service Information on South African Airlines followed by the message.

(k) ∗∗∗∗∗∗∗∗∗∗∗∗∗∗∗∗ ITEMS SUPPRESSED ∗∗∗∗∗∗∗∗∗∗∗∗∗∗∗∗ / S / DR Indicator advising there is additional information, which can be viewed if required. To display, use * followed by letter(s), e.g. *S

MANDATORY FIELDS PINT

Function Function Identifier

Format entry

Max No. Items

Phone 9 9-EVE 9*020 8733 2333-H

99

Itinerary

0 01Y1*

99

Name - −−−−JONES/MAXMR −−−−CLARK/AMRS/DMISS*ADT/C04

255

Ticketing 7 7TAW/00/10FEB Ticket at Will, Category 00, date

1

Phone field HELP PHONE HELP 9

Agency first phone field 9−−−−BETTY Subscriber identifier (SID) 9*0208 891−−−−5411−−−−B Delete single phone item 92@ Modify phone item with automatic SID 92@*0161 652-5699-B Delete range of phone items 91−−−−3@

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Ticketing field HELP 7 SCRIPTS/PNR/TICKETING FIELD

Ticket at Will (awaiting ticketing) 7TAW/00/05NOV Ticket at Will with validating carrier 7TAW/00/05NOV-CKQ Option date 7TAX/00/12JAN Ticket option date with follow up action 7TAX/00/25FEB//CFM.WITH.PAX. Already Ticketed 7T/ Change ticketing field 7@TAW/01/26FEB-CTP Delete ticketing field 7@ Note: TAW drops to Queue 9 and TAX drops to Queue 8.

Name field HELP NAME HELP- Passenger Type Codes (PTCs) HELP PTC

Single name (assumes adult PTC) -BROWN/CHARLEYMR Single name with PTC (senior citizen) -SMITH/ROBERTMR*SRC Single name with PTC (child) -SMITH/JULIANMSTR*CNN Multiple names with PTCs -SMITH/ALANMR/ANNMISS*ADT/C11 Single name with PTC (infant) -JONES/PAULMSTR*INF

Two different surnames -SANDS/LISAMS#−−−−CONNERS/KIMMS

Name field modify/delete HELP – @

Change surname, single name field PNR* −−−−@NEILSON/HUGHMR Change first name for passenger 2.2* −−−−2@.2/JOHNMR Change PTC, for name 2.1 −−−−2@.1*SRC Change first name and PTC, name 1.1 −1@.1/MARYMS*GVT Delete name 2.3 −−−−2@.3

Delete entire name field 1 −−−−1@ * before changing the name in a confirmed booking check the airline name change policy

Airline Name change restrictions HELP KRN

Display name restriction table, all participants KRN* Display specific airline name restriction table KRN*XX (xx = airline code) Display restrictions for airlines in PNR KRN*I Ignore PNR (IGN) HELP IGNORE Ignore I Ignore and Redisplay the PNR in the original form IR

RESERVATION MANUAL

May 2008 26

End Transaction HELP END SCRIPTS/PNR/END PNR

End transaction E End transaction and Redisplay the PNR. ER

Direct Response HELP *DR

Display direct response (view airline record locator/s) *DR

Display PNR HELP *PNR* SCRIPT/PNR/DISPLAY PNR

Display by record locator *YZN42E Display by surname *-SMITH Display by surname and date *-HARRIS#21APR Display by full name and date* *-SIM/SUSANMISS#13JUL Display by surname if spelling unknown *-KE* Redisplay name list *L Display portions of PNR Display record *R Display itinerary only *I Display name *N Display SSR/OSI *G Display remarks *M *Name needs to be the same as shown in the passenger’s passport

OPTIONAL PNR FIELDS

FORM OF PAYMENT ( 5$ ) HELP FOPRMK

Form of payment – Agent Non-Ref 5$AN Form of payment – cash 5$CA Form of payment – check 5$CK Form of payment – credit card with expiration date 5$CCAX123456789012345P0297 Delete form of payment 5$@ Modify form of payment 5$@#5$CK

RESERVATION MANUAL

May 2008 27

MANUAL CREDIT CARD APPROVAL HELPCK/ HELP APPROVAL HELP CC CODES INFO CK/

Approval received from automatic credit card authorization process. Manual credit card approval with expiry date, ISO code, amount and IATA number CK/AX1234567890123100P1210/GB/262/9966816

COMMISSION (5–CM) HELP COMMRMK HELP 5–CM

SCRIPTS/PNR/COMMISSION REMARK SCRIPTS/PNR/COMMISSION REMARKS MENU

Basic entry (percentage amount) 5–CM9 Modify commission 5@–CM11 Delete commission field 5@–CM

GENERAL REMARKS (5) HELP GENRMKS HELP 5RMK

SCRIPTS/PNR/GENERAL REMARKS

You can enter general remarks into the PNR, using the 5 field (min 2 / max 69 characters) Example of general remark 5 PAX REQUIRES BROCHURES Example of adding multiple remarks 5 ADVSD PAX FARE NON REF#5 BUT CAN CHANGE FOR FEE GBP50.00 Display general remarks *M Modify remark 52@PSGR RCFM 21JUN Delete remark 52@ Delete range of remarks 51-2@

UNIQUE REMARKS (5.) HELP UNIQUERMK HELP 5.

Historical remark (recorded in PNR history) 5.ZPSGR DECLINED B FARE Car remark 5.CCAR CANCEL NO. 4578A Display unique remarks *U Change unique remark 5.C1@NEW MESSAGE Delete unique remark 5.Z2@

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May 2008 28

EMAIL ADDRESS HELP EMAIL RMK SCRIPT/PNR/CUSTOM ITINERARY

Add client email address 5-MTT*KELLY.JONES@WOLDSPAN.COM Approx 3 minutes after End Transaction, an email is sent to this email address with a link to ‘My Trip And More’. Add additional address for name field 5-MTAN2.1*JB.BROWN@HOTMAIL.COM Item 2.1 Travelport View Trip is a facility whereby travellers can view their travel itinerary online. www.mytripandmore.com

RESERVATION MANUAL

May 2008 29

OTHER SERVICE INFORMATION (OSI) HELP OSI HELP 3@

SCRIPTS/PNR/GENERAL FACTS

Other Service Information is for notification only. No response is required from the airline. Create OSI 3OSI UA PSGR IS CHAIRMAN Send message to All airlines (YY) in itinerary 3OSI YY PAX ON HONEYMOON To Complete a Party of # (TCP) 3OSI KLTCP4 BROWN X 3 Advise local contact 3OSI DL CTCM MR J SMITH 07789 232441 Display OSI in GFAX *G Delete OSI line 2 32@ Delete range of OSI’s (lines 1 – 3) 31-3@ Modify OSI line 2 32@OSI KL TCP5 BROWN X 3

SPECIAL SERVICE REQUEST (SSR) HELP SSR SCRIPTS/PNR/GENERAL FACTS

Special Service Request requiring action from the receiving airline. Display SSR in the GFAX *G

Meals HELP 3SA HELP 3S1

All segments, all names, 3SAVGML Multiple segments, all names 3S2/3AVML Segment range, all names 3S2/ /4KSML All segments, Specific name 3SAN1.2LSML Multiple segments, range of names 3S2/4N1−−−−2.2VGML Special meal with free format information 3S1N1.2SPML/NO NUTS Range of segments, specific names 3S1//3N1.1-1.2VGML

Wheelchair assistance HELP SSRCHAIR HELP WHEELCHAIR

All segments, passenger 1.2 3SAN1.2WCHR All segments, passenger 2.1 3SAN2.1WCHS All segments, passenger 1.1 3SAN1.1WCHR SPRAINED ANKLE Segment 1, passenger 1.2 3S1N1.2WCHR NB. Please take care to read the notes under HELP SSRCHAIR

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Child and Infant SSR remark HELP CHILD HELP SRCHLD HELP INFT HELP SSRINFT

Child SSR Passenger 1.2, child, date of birth 3SAN1.2CHLD/03AUG02 Infant SSR Infant without a seat (passenger 3.1), travelling with adult (passenger 1.1) 3SAN1.1INFT-3.1/18SEP07

Infant with a seat (passenger 3.1) with date of birth 3SAN3.1INFT/18SEP07

Frequent Flyer (FQTV) LP FQTV SCRIPTS/PNR/FREQUENT FLYER SSR

FQTV card and flown airline = same 3S1N1.1FQTVDL1234567 Passenger travelling on different airline to FQTV held 3SSRFQTVNWHK/ US12345678−−−−1.1 Note: Because you cannot modify and name select in one entry to change a FQTV item, you must delete the old item and re-enter the new.

Miscellaneous HELP SSRMISC

All segments, passenger 1.1 is deaf 3SAN1.1DEAF TAKING A DOG All segments, passenger 1.1 taking a bike 3SAN2.1BIKE DIM 87CM X 87CM

Modify/delete SSR HELP 3@ HELP SSR@ HELP EWR

End, Work and Redisplay PNR EWR End, Work, General fax (G lines) and redisplay PNR EWGR Modify SSR item 31@ Cancel SSR (sends message to airline) 32.XX Delete single item from PNR (only if status is NOT KK/HK) 31@

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Passport Information HELP PSPT

Transmits passport information of passenger to the airline by SSR: 3SSR PSPT AA HK1/2294H2/US/29OCT42/M/H-2.1 (spacing for clarity only) | | | | | | | | | | | | | | | Name select (mandatory) | | | | | | Primary Passport Holder | | | | | Gender | | | | Date of Birth | | | Country of Issue | | Passport Number | Airline to which passport information is being sent SSR code indicating Passport Information Additional Passport Information template (PNR must be active) *API The Advance Passenger Information System (APIS) is information required to be given by the passenger to the airlines when traveling to particular countries.

Claim PNR INFO CLAIM

Display participating airlines INFO CLAIM

DIVIDE PNR HELP DIVIDE

Airlines have their preferred method of DIVIDE, so check with them prior to dividing a PNR If booking has been ended it is possible to divide a PNR. Divide one surname (divide the party making the change) D2 Divide multiple names (ie. passenger 1.1 and 3.2) D1.1∗∗∗∗3.2 Divide individual from surname D1.2 File the PNR F End transaction E

REDUCE NUMBER IN PARTY ( $ ) HELP REDUCE

Only recommended if the initial booking has not been ended. Reduce number in party to 2 (airline segment) $2 Reduce number in party to 1 (AUX segment 2) $1N2 Delete appropriate name(s) -1@ or -2@.1 Only use reduce entry PRIOR to End Transaction

RESERVATION MANUAL

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END AND COPY/CLONE A PNR HELP EC

Itinerary/same dates and number in party EC Itinerary/name/phone and remarks EC*A Itinerary/party of 2 EC2 Itinerary segments/1 week later ECW1 Itinerary segements/1 week earlier ECW-1

SEATS HELP STMAX HELP SEAT SCRIPTS/BOOK/SEAT MAPS

SCRIPTS/BOOK/SEAT REQUEST

Reserve seats - Generic HELP 4RA

Reserve seats, all segments and all passengers (Default to Non-smoking Aisle and adjacent) 4RA Reserve seats, all segments and all passengers, window and adjacent seats 4RA$W Reserve segment 1 only for all passengers 4RS1 Reserve seat, segment 3, Non-Smoking Window 4RS3$W

Reserve seats – Specifc (via seat map) HELP XX0 SEAT INFO XX0 MAP

Display seat map for segment 1 41* Reserve Seat for Segment 1 4RS1$21A Reserve Multiple Seats Segment 2 4RS2$22BC

Manual seat request HELP SSRMISC

Reserve seats all passengers, all segments (non smoking window) 3SANSSW Reserve seats all passengers, all segments (non smoking aisle) 3SANSSA

Reserve seats via SEAT MAPS GO! Script

Script Index � Book � SEAT MAPS GO!

Cancel/modify seats HELP 4R@ HELP 4RX

Change seat assignment for SSR seat item 1 4R@1$25A Change seat assignment for SSR seat item 3 (generic code) 4R@3$W Cancel SSR seat item number 4 4R@4 Cancel all seats for specific segment 4RX2 Cancel all seats for all flights 4RX Cancel Specific Segment and Name 4RX1-2.1

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May 2008 33

Display Seat facts (*S) HELP SFAX

Display SFAX *S

Save Seats (simultaneous changes) HELP IS

Ignore and redisplay PNR/Save seats IS

PARTIAL PNR HISTORY HELP *HPARTS

Display full history *H

R-1P P/

AD UA1481B 20SEP LASLAX ACKN HDQUA RRSFC6

R-P/ -CR- HDQ/1P EM UA 17APR07 0937Z 000000 ***

AS UA1481B 20SEP LASLAX SS2 620A 721A $ E

AS QF3121B 22SEP LAXLAS SS2 730A 845A $ E

R-P/ -CR- 1DQ/1P GS PM 17APR07 0937Z E00129 ***

R-AKA-MUCRM1A17093750 -CR- MUC RM 1A 17APR07 0937Z ***

AD UA1481B 20SEP LASLAX ACKN HDQUA RRSFC6

R-P/ -CR- HDQ/1P EM UA 17APR07 0937Z 000000 ***

AS UA1481B 20SEP LASLAX SS2 620A 721A $ E

AS QF3121B 22SEP LAXLAS SS2 730A 845A $ E

R-P/ -CR- 1DQ/1P GS PM 17APR07 0937Z E00129 ***

AD VS 43B 15SEP LGWLAS ACKN LGWVS C5BR67

AD VS 44B 27SEP LASLGW ACKN LGWVS C5BR67

SAMPLE OF PNR HISTORY CODES HELP *HISTC

CODE DEFINITION ---- ----------

AB PTA PNR - PURCHASER FIELD ADDITION AC PTA PNR - ACTION FIELD ADDITION

AD ADDED DIRECT RESPONSE ACKNOWLEDGEMENT AG ADDED SSR ITEM

AL RECORD LOCATOR ADDED AM PTA PNR - FARE FIELD ADDITION

AS ADDED SEGMENT

AZ ADDED UNIQUE 5.Z REMARKS EJ EXISTING MARRIED SEGMENT

HG DISPLAY SSR ITEMS OF HISTORY (HX GFAX) L- RECORD LOCATOR

PRG DTE PNR PURGE DATE QP QUEUE PLACEMENT

QR QUEUE REMOVE R- RECEIVED FROM FIELD

SC SEGMENT WITH STATUS/ACTION ADVICE CODE/CHANGE SK SCHEDULE CHANGE SEGMENT

TL TIME LIMIT - TICKET TO CONFIRM XB PTA PNR - PURCHASER CHANGE

XD CANCELED DIRECT RESPONSE ACKNOWLEDGEMENT XE CANCELED/DELETED ELECTRONIC TKT ACKN/AUTH

XF PHONE FIELD CHANGED/DELETION XG CANCELED/CHANGED SSR ITEMS

XI PTA PNR- SPECIAL REMARKS CHANGE/DELETION XJ PTA PNR- PASSENGER CONTACT CHANGE

XK PTA PNR- MESSAGE FIELD CHANGE XL RECORD LOCATOR CHANGE

XM PTA PNR - FARE CHANGE XN CANCELED/DELETED NAME FIELD

XO CANCELED OTHER DATA

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May 2008 34

XP PTA PNR - NUMBER AND/OR VALUE AMOUNT CHANGE XQ STORED FARE QUOTE CHANGE/DELETIONx XR PTA PNR - ROUTING FIELD CHANGE

XS CANCELED SEGMENT

PAST DATE HELP PAST DATE SCRIPTS/MISC/PAST DATE PNR REQUEST

Past day PNR request mask HELP PAST DATE

QUEUES HELP QUEUES HELP EW INFO QUEUES INFO QNBR SCRIPTS/MISC/QUEUES

WHAT IS IT? Queues are an electronic method of sending and receiving

messages. WHO? Vendors (Airlines, Hotels, Cars), Colleagues and Branches HOW? Via your WORLDSPAN PNR either in segment status or in the ‘G’ field

(SSR’s) To display a list of queues with ACTIVITY (with messages) QCT*ALL Queue Count / Display ALL PNR’s System response:

>1112 23JUL

1DQ PREF

QUEUE CAT D/R Q/TTL IW

0 URGENT C 0 MESSAGES 2 10

1 CONFOS C 0 MEALS ETC D1 1 0

D4 1 5

8 OPTIONS C 0 7TAX/00/.. 17 22

9 C 0 2 4

7 SCHE CHGS C 4 D4 1 2

Access specific Queue, Category and Date Range Q/7*C4*D4 Work (update) PNR (including G lines; SSR’s) EWGR (End, Work G lines & Redisplay) Work (update) PNR (excluding G lines) and retrieve EWR (End, Work and Retrieve PNR) Remove PNR off accessed Queue QR

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May 2008 35

Exit Queue and Ignore current PNR QX#I Exit Queue and End Transaction on current PNR QX#E Ignore PNR and send to the back of the queue I Place a PNR on specific Queue number (right now) QEP/46 Place a PNR on specific Queue number (future date) QF/46*24SEP

STATUS (ACTION) CODES HELP ACTIONC

Action/Advice/Status codes are used to advise an update to the status of a segment and the GFAX field (SSR)

CHANGING SEQUENCE OF STATUS/ACTION CODES

NN LL SS PN HL HK

YES NO

MAYBE

NO

YES

HOST SCHEDULE

CHANGE

OAL

KK UC UU UC KL WK CANCELLED

FLIGHT

WK

HK HL HK SC NEW FLIGHT TK

HK

DEFINITION OF COMMON ACTION / STATUS CODES

HK Holding confirmed PW Priority waitlist (DL) HL Holding list (waitlist) RR Reconfirm KK Confirmed from pending SC New flight schedule (NW) KL Confirmed from list (waitlist) SS Segment sold LL List segment (waitlist) TK New flight schedule (OAL) MK Memo confirmed UC Waitlist closed (unable waitlist) NN Seat requested UN Unable - flight not operating NO No action taken US Unable to sell. Waitlist from seat sale

RESERVATION MANUAL

May 2008 36

PB Priority waitlist (NW) UU List from pending (waitlisted) PN Space pending (request) WK Was confirmed (previously

confirmed segment) PS Pending sale

FARES DISPLAY HELP FARES HELP 4F INFO 4FEXPL SCRPTS/PRICE/FARE DISPLAY SCRIPTS/PRICE/FARE RULES

Moneysaver Fare Display HELP MONEYSAVER

Moneysaver is the WORLDSPAN published fare display Basic entry (current day/time assumed) 4FLONBRU Fare with type code 4FLONLONRW Fare with Passenger Type Code(PTC) 4FBRUWASYTH (youth) 4fBRUWASSRC (senior) Specific Carrier Fare Display Basic entry (normal and excursion fares) 4FBAHAMM-SV Multiple airlines (maximum 5) 4FGLACGN-LH-KL

Ultimate Fare Search HELP UFS

Seasonal 4FLAXLON/S30JUN Leave date 4FFRABRI/L12SEP Leave and return date (all edits) 4FLHRAMS/L3AUG/R30AUG Specific airline (all edits) 4FAMSFRA-KL/L21JAN/R29JAN Leave and return number of days 4FPARHKG-AF/L15MAR/R10D

Fare Continuation Entries HELP 4FOPT

Redisplay last fares display 4F* Convert availability display to fares display 4F.A Convert fares display to availability display A.4F Change to specific airline 4F*-SA Change to specific PTC 4F*SRC Change to a Moneysaver fares display 4F*A

RESERVATION MANUAL

May 2008 37

Rules from Fare Display HELP RULES INFO RULES SCRIPTS/PRICE/FARE RULES

Fare Mini-Rule (from line number) 4F.R2 Redisplay fare rule 4F.R* List of applicable categories 4F.R1#MENU Specific category access (PEN =Penalty) 4F.R1#PEN Specify multi categories of rules (max of 5) 4F.R1#PEN/FLT/ADV/SEA/BLA

AUTOPRICING HELP PRICING HELP 4P

HELP 4PLF HELP 4PLI HELP $P SCRIPTS/BOOK/ePRICING

Autopicing entries

Price as booked 4P Price lowest available fare in Direct Access 4PLF@ Price lowest available fare and rebook 4PLFB@ Price lowest potential fare 4PLFQ@ Price fare specifying booking code 4P.C Price segments 1 and 4 4PS1/4 Price using PTC 4PPCNN Price using multiple PTCs 4PPADT/CNN Price using PTCs and segment select Power pricing Power pricing with Direct Access Direct flights only Rebook alternative 2 Book alternative 1 and keep existing booking Power shopper basic entry Direct flights only Multi airport Via connecting point Booking for 3 passengers Return 20 Jul $P@10JULAMSNYC/R20JUL Open jaw $P@10JULBRUROM/R1JULMILBRU Power quote

4PPADT/CNN#S1/4 4PLI 4PLI@ 4PLID 4PLIB2 4PLIB1K $P@10JULAMSROM $P@10JULAMSNYC#D $P@10JULAMSNYC#M $P@10JULBRUHKGXFRA $P@10JULAMSNYC#P3

4I

RESERVATION MANUAL

May 2008 38

Create Ticket Record / Store far in PNR HELP 4P*

Create Ticket Record

4P*

Store fare in PNR 4PQ Copy Ticket Record to PNR 4PQC

Display Ticket Record and Stored Fare Quote HELP 4*

Display Stored Fare Quote 4*Q or *FQ Display Ticket Record 4*

Delete Pricing

Delete Ticket Record 4P*@ Delete Stored Fare Quote

4PQ@

Fare Rules from Pricing HELP 4PR

To display fare components 4PR To display specific component 4PR-1 To display specific component and PTC 4PRPADT-1

ERROR RESPONSES INFO ERROR

Display error responses index INFO ERROR (tab to the wanted one to see the explanation)