Sales Staff training guide line :

1. Alphabets
2. What kind of info to pass to passengers :
change booking is chargeable
Refund booking is chargeabl
check-in starts at
check-in closes at
boarding starts at ?
IF the pax is sick, inform them about the medical report

3. Pax codes :
AD
CHD
INF
UM
WCH

4. Booking terms :
Change booking
exchanged booking
Refund Before departure / After departure
Coupon
TKT number
Booking number
PNR number
Penalties Before departure / After departure

5. Route Taxes :
Codes
Percentage or value
learn how the taxes are calculated

6. Commission
7. Cash down operation
8. On account operation

9. How to deal with booking not originated from your office :

1 back office booking
2 TA booking

10. Unbalanced PNR :

how to treat it ?
how to correct it/validate it

11. If they issued TKTs on international routes, they must inform the pax about VIS regularities and
yellow card needs.