h3025 Tiketan Dan Tempahan

H3025 TIKETAN DAN TEMPAHAN

(Ticketing and Reservation)

TOPIK A: INTRODUCTION

RESERVATION

Written or oral communication to hold a room, seat or place

for a customer as requested by the customer.

A promise of service

TTICKETINGICKETING

ISSUANCE PROCESS OF LEGAL DOCUMENT ISSUANCE PROCESS OF LEGAL DOCUMENT

BY TRANSPORTATION COMPANY OR AGENT BY TRANSPORTATION COMPANY OR AGENT

TO ENABLE CUSTOMER TRAVEL TO ENABLE CUSTOMER TRAVEL

ACCORDINGLY TO SPECIFIC TERMS & ACCORDINGLY TO SPECIFIC TERMS & CONDITIONSCONDITIONS

TTICKETINGICKETING

ISSUANCE PROCESS OF LEGAL DOCUMENT ISSUANCE PROCESS OF LEGAL DOCUMENT

BY TRANSPORTATION COMPANY OR AGENT BY TRANSPORTATION COMPANY OR AGENT

TO ENABLE CUSTOMER TRAVEL TO ENABLE CUSTOMER TRAVEL

ACCORDINGLY TO SPECIFIC TERMS & ACCORDINGLY TO SPECIFIC TERMS & CONDITIONSCONDITIONS

1. Reservation Coordinator

- handle bookings from travel agencies and public

- must be able to advise on suitable holidays

- must posses detailed knowledge on products2. Operation Administrator

- process the reservations made by clients and travel agencies

- issue tickets

- handle all related document – tickets, invoice, insurance policies etc

- contact airlines, hoteliers, ground handlers etc to utilise the reservation made

3. Client Service Operator

- deal with enquiries after reservation has been made

- Deal with problem customer

4. Retail Operator

- handle direct bookings and specialised business

- deal with MICE organisers

TASK AND DUTY OF RESERVATION AND TICKETING STAFF

A. Personal HygieneB. Good HousekeepingC. Operate and Use CRS TerminalD Operate and Use Message PrinterE Operate and Use Ticket PrinterF. Determine Point to Point and Domestic Air FaresG. Determine Car Rental, Rail, Motor Coach, Sea

Transportation, Accomodation and Insurance Rate

H. Determine Airline Special Fares Valid on a Specific Carrier

I. Determine Tour Package RateJ. Make Airline ReservationsK. Make Car Rental ReservationsL. Make Accommodation ReservationsM. Issue Airline Tickets


A. Personal Hygiene

1. Wear clothes according to company’s requirement

2. Appear presentable and neat hair-cut, clean shaven, no slippers, jeans, sandals and sport shoes

3. Use appropriate deodorant/cologne4. Do not eat, drink or smoke at the counter


B. Good Housekeeping

1. Keep a proper inventory of tools and equipment2. Clean your desk/drawer3. Arrange work station in proper order4. Arrange brochures and other displays in proper

order5. Main cleanliness/sanitation at the office6. Ensure counter and floor area are clean and

tidy


C. Operate and Use CRS Terminal

1. Identify the components and its functions2. Switch on power supply3. Switch on the computer4. Ensure power on indicator of the computer is on5. Ensure MODEM lights are on and flickering6. Ensure staff of message indicator appears7. Key in sign in code8. Proceed with the process of reservation9. Key in sign out code when tasks completed for the

day10. Switch off the computer at the end of the day11. Identify and report faults

D. Operate and Use Message Printer

1. Identify the components and its functions2. Switch on the power supply3. Load and adjust the paper4. Ensure message is printed5. Report fault and malfunction6. Switch off the power supply at the end of day7. Maintain the equipment is in good order


E. Operate and Use Ticket Printer

1. Identify the components and its function2. Switch on the power supply3. Load and adjust the ticket4. Ensure the ticket is printed5. Switch off the power supply at the end of the

day6. Report faults and malfunction7. Maintain the equipment in working order


F. Determine Point to Point and Domestic Air Fares

1. Identify the itinerary2. Identify the publication / method to obtain air fares3. Identify the types and range of fares to be used4. Select the fares to be used from the option

available taking into account the fares condition5. Secure customer approval


G. Determine Car Rental, Rail, Motor Coach, Sea Transportation, Accommodation and Insurance Rates

1. Establish the location for car rental, destination, motor coach etc…

2. Establish the port for sea transportation3. Obtain rates from relevant operators according to the

booking made4. Determine the applicable rates according to the

customers needs / requirements5. Apply discounts (when applicable) with the approval of

a superior officer6. Include insurance requirement 7. Advise deposit requirement


H.Determine Airline Special Fares Valid on a Specific Carrier

1. Determine the various types of special fares available

2. Establish the fare conditions3. Determine the mode of payment


I. Determine Tour Package Rate

1. Obtain the applicable packages - airlines, agents, operators2. Calculate the rates according to- destinations, duration,

number of pax, type of accommodation, tour arrangement, special requirements, special type of class, season (peak/off peak)

3.Determine deposit conditions and dateline, cancellation fees and refunds.

4. Identify the mode of payment5. Reconfirmation of the arrangements6. Check validity and travel documents


J. Make Airline Reservations

1. Obtain pax name as appears on the passport2. Obtain contact address and phone number (home or office)3. Obtain itinerary detail of ;

- origin / destination- date / time of travel- flight / class- number of seats- any special request- other services information

4. Create PNR5. Give flight status / confirmation


K. Make Car Rental Reservations

1. Identify type of car and vendors2. Identify pick up point and drop off point3. Identify the rate and the formof payment4. Explain insurance, age and driving license and

other requirements5. Obtain customers particulars and special

request


L. Make Accommodation Reservations

1. Obtain customers particulars and special requests2. Obtain location3. Inquire class of hotel or hotel name, type of room,

check-in and check-out dates4. Qoute the hotel rates and explain services offered5. Identify form of payment6. Identify flight information, if any.


M. Issue Airline Tickets

1. Identify the method of issue: by writing or printing2. Select the numbered ticket according to ticket

numbering system3. Check the customers request of PNR4. Confirm reservations with airline / check tickets status5. Complete the necessary boxes of the ticket in

accordance to IATA regulations or airlines requirement6. Validate the ticket with an authorised validator or sign7. Extract all relevant coupons (audit, agent, void)8. File agent copy


RELATIONSHIP BETWEEN AIRLINES, TRAVEL AGENTS AND CUSTOMER

(Airlines)

(Travel Agent)

(Customer)

To identify availability of airline seat

To identify customer needs – class, date, departure time and destination

To reserve airline seat

Issuance ticket

Through Computer

Reservation System **

-Galileo

-Abacus

-Kommas

-Amadues

-Sabre

**Global Distribution System

Receive ticket

Reservations Process/ProcedureGuest Enquiry

Check the vacant/availability (service fare/rate)

Confirm rate and collecting the customer detail

Application for guaranteed payment

Print and issuing the reservation confirmation number

Modify/AmendmentReconfirmation Cancelleation

Check- inCheck-in/ Arrival Registration

ModificationsModificationsChanges upon the reservation made earlier.

Changes can be in terms of :

* number of passengers

* dates

* number of days

* types of activities

* types of room

CancellationOccurs in 4 conditions :

* cancelled by manufactured of supplier

* cancelled by wholeseller or tour operator

* cancelled by customer

* cancelled by natural disaster

COMPUTER RESERVATION SYSTEM (CRS)

Term used in the travel industry for the main computer database of an

airline company that contains travel-related information such as fares, flight schedules, seat numbers and

special meals, and allows travel agents to make reservations, print

tickets and other documents for their agents

OVERVIEW


• First developed in the 1960’s and 1970’s

• Seen as devices for saving time and labour in handling

large and growing amounts of flight reservations data

• Airlines are first to invest in CRS

• Later in the 1970’s CRS made their systems available

“ To manage a business well is to manage its future and to manage its future is to manage its information”

KOTLER 1989

SEJARAH PERKEMBANGAN SISTEM TEMPAHAN BERKOMPUTER

KAWASAN IATA 1Tahun Perkembangan Sistem Tempahan

1939 ENIAC (Electronic Numbering Integrator, Analyzer and Calculation)

Dicipta oleh pihak tentera untuk merekod nama tentera untuk menaiki pesawat untuk berkhidmat di merata tempat yang telah ditetapkan

Alat komputer yang digunakan amat besar dan diisi dalam beberapa buah bilik

1950an Penempahan dan proses tiketan dilakukan oleh syarikat penerbangan sendiri

Industri pengangkutan udara secara komersil pesat membangun

Tempahan dan tiketan dilakukan melalui telefon atau pelanggan datang sendiri ke pejabat

1960an Maklumat penerbangan dan kadar diisi dalam mikrofilem

Maklumat diisi dalam tiket menggunakan mesin taip

SEJARAH PERKEMBANGAN SISTEM

TEMPAHAN BERKOMPUTER

Tahun Perkembangan Sistem Tempahan

1970an Perkembangan sistem tempahan berkomputer yang meluas dikawasan IATA 1 telah menarik perhatian syarikat-syarikat penerbangan di kawasan IATA 2

1980an Beberapa syarikat penerbangan telah bergabung untuk mewujudkan sistem tempahan secara on-line

AMADEUS adalah antara sistem terawal yang wujud di Eropah

Sistem ini dihasilkan oleh beberapa syarikat penerbangan seperti Lufthansa, Air France, Iberia dan SAS (Scandinavian Airlines System)

Pada awalnya AMADEUS berpusat di Munich dan segala pemprosesan dilakukan disini

British Airways, KLM, Swiss Air dan COVIA (United Airlines Automation Vendor), berjaya menghasilkan satu lagi sistem yang

dinamakan GALILEO

1990an GALILEO berpusat di US dan meluas ke Asia Pasifik

KAWASAN IATA 2

SEJARAH PERKEMBANGAN SISTEM TEMPAHAN BERKOMPUTER

KAWASAN IATA 3

Tahun Perkembangan Sistem Tempahan

1980an Penggunaan sistem tempahan berkomputer di kawasan IATA 3 bermula lebih lewat dari kawasan IATA 1 dan 2

Penggunaan sistem tempahan berkomputer yang meluas di kawasan IATA 1 dan 2 telah menarik perhatian syarikat-syarikat penerbangan dikawasan IATA 3 untuk berusaha mewujudkan sistem sendiri

Pertengahan 1980an, 4 syarikat penerbangan yang termaju di Asia iaitu Singapore Airlines, Cathay Pacific Airways, Chinese Airlines dan Royal Brunei telah menghasilkan sistem ABACUS

ABACUS adalah suatu sistem yang berasaskan teknologi daripada sistem PARS

Penghujung 1980an FANTASIA dihasilkan oleh dua buah syarikat iaitu Nippon Airways dan QANTAS

1990an Kebanyakan syarikat penerbangan di kawasan IATA 3 telah menggunakan sistem tempahan berpusat iaitu ABACUS

Disamping itu, masih terdapat sistem sendiri yang masih digunakan iaitu seperti KOMMAS untuk Malaysia Airlines, Japan Airlines dengan sistem JALCOM, Nippon Airways dengan AXXES


1. KOMMAS

- System used by Malaysia Airlines

- To make flight reservations for Malaysia Airlines only

- Connected to ABACUS

- Widely used by travel agencies around Malaysia

2. ABACUS

- Widely used in Asia Pacific region

- Connected to almost all major systems world wide

- Has more thant 10,000 terminals connected to travel agencis and airlines agent world wide

- Malaysia is one of the major user of ABACUS


3. SABRE

- Among the most popular system

- In the United States the largest share is taken by Sabre

- This make the system has the largest number of terminal in the US

- It favours the Airlines in US and also connected to train reservations4. AMADEUS

- Invented by France Airlines

- Widely used in Eroupe

- This is the most user friendly system


5. GALILEO INTERNATIONAL

- Galileo International ditubuhkan pada 1987

- Ibu pejabat di Colorado, USA

- Berfungsi melengkapkan teras perkhidmatan tempahan untuk semua NDC

(National Distribution Company)

- Bertanggungjawab mengawal operasi komputer, pangkalan data dan

kemudahan telekomunikasi rangkaian setiap negara diseluruh dunia

- Banyak produk ditawarkan oleh Galileo, antaranya kereta sewa, tiket

penerbangan dan cruise

-Bagi pakej pelancongan terdapat syarikat lain yang bekerjasama dengan

GALILEO untuk mewujudkan satu sistem viewdata yang disambung dengan

GALILEO


-Terdapat 2 kaedah untuk membuat tempahan iaitu:

a) FOCALPOINT

Sistem yang menggunakan beberapa windows dan banyak arahan yang

perlu diingat semasa tempahan dibuat

b) VIEWPOINT

Sistem yang lebih mudah, ianya menggunakan tetikus dan menu dalam

windows.

Carta Aliran maklumat

SUPPLIERSyarikat Penerbangan, Kereta Sewa, Hotel

Cruise, Feri, Keretapi ETC.

SERVER( ABACUS,GALILEO,AMADEUS,SABRE

ETC…..)

AGENSI PELANCONGAN

TerminalSupplier

TerminalInterchange

Konsep CRS

Mengikut carta aliran maklumat , terdapat 5 elemen yang melengkapkan

sesuatu sistem CRS.

5 elemen tersebut ialah : Server, Supplier Terminal, Supplier Set, Agen

Set dan Terminal Interchange.

Server

• Juga dikenali sebagai Central Processor• Merupakan satu set komputer yang

menguruskan perkongsian satu rangkaian pengguna setempat atau secara khusus

• Peranan lain ialah menguruskan giliran aliran maklumat dan arahan mencetak

• Memerlukan ingatan (memory )yang berkapasiti tinggi untuk menyimpan pelbagai maklumat untuk setiap produk yang ditawarkan

• Contoh server yang wujud ialah SABRE, ABACUS, GALILEO dan sebagainya.

SUPPLIER TERMINAL

• Merupakan satu litar yang menyambung server dan supplier

• Fungsi litar ini adalah sama dengan terminal interchange di mana ia adalah litar penukaran maklumat di antara supplier dan server.

SUPPLIER• Adalah pengeluar kepada setiap produk

pelancongan• Antara supplier yang berkaitan adalah syarikat

penerbangan, kereta sewa, hotel, syarikat feri, cruise dan sebagainya

• Supplier mestilah menyediakan segala maklumat yang perlu yang selaras dengan sistem tempahan berkomputer yang dilanggan

Agent Set• Adalah satu set komputer yang lengkap yang

mengandungi CPU dan papan kekunci• Sekiranya agen mempunyai stok tiket, agen mesti

mempunyai printer sekurang-kurangnya sebanyak 2 buah untuk kegunaan domestik dan antarabangsa

• Seandainya agen mempunyai beberapa orang pekerja, agen mesti mempunyai sistem jaringan dalaman yang dihubungkan dengan satu talian yang disambung dengan terminal interchange.

Terminal Interchange (Talian)• Satu alat perhubungan yang berperanan sebagai

penghubung untuk sesuatu komunikasi• Talian atau litar ini adalah merupakan tempat

penukaran maklumat yang silih berganti atau dikenali juga sebagai “switch board”

• Contoh perhubungan ialah; agen akan menghantar maklumat kepada server melalui ini, dan server akan menghantar maklumat balas melalui terminal yang sama

• Kerosakan atau gangguan terminal menyebabkan sistem di sesuatu agen tidak berfungsi

• Contoh terminal interchange yang terdapat di Malaysia ialah Jaring dan Tmnet.

Manual Reservation System

•Index Cards - arranged according types of product, types of destination, types of holidays or packages - every reservations staff must know how to use the index card

- different company uses different format* Wall Charts - reserved products are listed on weekly basis

- columns are divided according to types of products; e.g room, seat, activities

- if a client make a reservation for a package; there will be marks on every column* Log Book - normally used by small hotels and travel agents

- log book will be divided into columns according to room number or product number - the last column normally a column for remarks to cite action to be taken

3 methods uses in recording reservation details

1. Atlas

2. Official Airlines Guide (OAG)

3. Air Tariff

4. Passenger Tariff

5. MAP

1. OAG (Official Airline Guide)

• A printed resource that lists flight schedule and related travel information

• Two editions :

I. The North Americans Edition

- includes over 250,000 flight schedule throughout US,

Canada, Mexico and Caribbean

ii. The Worldwide Edition

- contains more than 480,000 flight schedule to

destination around the world

Content:

a) Flight schedules

b) Connecting times

c) Aircraft seating plans

d) Flight routings

e) Airline information

f) Local time

g) Country information

h) Airport information

2. Air Tariff

A book containing published information about air fares

Content:

a) World wide fares

b) World wide rules

c) Ticketed Point Mileage (TPM)

d) Maximum Permitted Mileage (MPM)

3. Passenger Tariff

A book containing published current information about fares rules, agreement between countries and credit card acceptance

Documents

h3025 Tiketan Dan Tempahan