ARD Web User Guide Nov 2016

Amadeus Altéa
Reservation Desktop
Web
User Guide
amadeus.com
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Product offers, prices, terms and other information provided herein are subject to change without notice. You should determine the appropriateness
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© 2016 Amadeus s.a.s.

All Rights Reserved.
Edition 3.3 For Amadeus Altéa Reservation Desktop Web
Job Number 4172 FE 0714
Published by:
Amadeus Learning Services

email: learning@amadeus.com
November 2016
Table of Contents
Before You Start ..................................................................................... 1

What's New in This Document.............................................................. 2
Chapter 1
Getting Started ....................................................................................... 5
What Is Amadeus Altéa Reservation Desktop Web? .................................... 5
Logging In and Out............................................................................... 5
Changing User Profile Settings ............................................................ 8
Configuring Single Sign-on Parameters ........................................................ 9
Using the Amadeus Information Pages (AIP) ..................................... 10
Understanding the User Interface ....................................................... 13
Using Guided Flows ........................................................................... 19
Using the Scratch Pad........................................................................ 21
Overview: Booking a Flight ................................................................. 21
Booking a Flight Using the PNR Guided Flow............................................. 21
Booking a Flight From the PNR Page ......................................................... 23
Chapter 2
Searching for and Booking Flights ..................................................... 29
Searching for Flights .......................................................................... 29
Finding Flights Using an Availability Search ............................................... 31
Understanding the Availability Display ........................................................ 34
Finding Flights Using a Timetable Search................................................... 37
Finding Flights Using a Schedule Search ................................................... 38
Viewing Minimum Connecting Time ............................................................ 39
Viewing Information on a Specific Flight ............................................. 40
Booking Flights................................................................................... 42
How to Book a Flight From an Availability Display ...................................... 42
How to Book a Flight Directly ...................................................................... 43
Adding Ghost and Passive Segments to a PNR ......................................... 44
Adding Information Segments to a PNR ..................................................... 45
Understanding Segment Status Codes ....................................................... 46
Chapter 3
Working With PNRs.............................................................................. 49
Understanding PNRs.......................................................................... 49
Retrieving PNRs................................................................................. 50
Understanding the PNR Tab .............................................................. 52
Adding Passengers and Contact Information ..................................... 59
Adding the Ticketing Arrangement ..................................................... 65
© 2016 Amadeus s.a.s. - All Rights Reserved i

Amadeus Altéa Reservation Desktop Web User Guide
Saving or Ignoring a PNR ................................................................... 67

Adding Optional Information to a PNR ................................................ 70
Adding Special Service Requests ............................................................... 70
Adding Manual Auxiliary Segments (SVCs) ................................................ 79
Adding Remarks .......................................................................................... 80
Adding Other Service Information ............................................................... 85
Adding Special Keywords ............................................................................ 86
Adding Option Elements .............................................................................. 87
Adding Fare Elements ................................................................................. 89
Copying a PNR .................................................................................. 90
Modifying a PNR ................................................................................ 93
Handling Simultaneous Changes to a PNR ................................................ 93
Rebooking Flight Segments ........................................................................ 94
Adding Frequent Flyer Profile Information................................................... 99
Modifying PNR Elements........................................................................... 101
Handling Non-homogeneous PNRs .......................................................... 104
Splitting a PNR .......................................................................................... 105
Deleting Flight Segments .......................................................................... 107
Deleting PNR Elements ............................................................................. 109
Retrieving PNR History .................................................................... 111
Searching for Passenger Lists.......................................................... 113
Queuing a Passenger List ......................................................................... 115
Viewing Dynamic Waivers ................................................................ 115
Viewing Check-In Information........................................................... 116
Working With Group PNRs ............................................................... 117
Creating a Group PNR .............................................................................. 117
Importing a Passenger List From a Spreadsheet ...................................... 119
Viewing Hotel Bookings.................................................................... 121
Displaying a PNR in Cryptic Mode.................................................... 122
Setting Up PNR Security .................................................................. 123
Setting PNR Security Options ................................................................... 124
Chapter 4
Searching for Fares............................................................................ 127
Requesting a Fare Display ............................................................... 128
Requesting Informative Pricing ......................................................... 134
Chapter 5
Pricing Itineraries ............................................................................... 141
Understanding Itinerary Pricing ........................................................ 141
Pricing an Itinerary Automatically ..................................................... 143
Using Advanced Pricing ................................................................... 145
Viewing Fare and Pricing Details ...................................................... 151
Viewing Fare Notes ................................................................................... 151
Viewing the Fare Routing .......................................................................... 153
Viewing the Booking Code ........................................................................ 154
Viewing Fare Details .................................................................................. 155
Viewing the Fare Calculation Breakdown .................................................. 156
Viewing the Tax Breakdown ...................................................................... 157
Viewing the Price Breakdown .................................................................... 158
Pricing Ancillary Services ................................................................. 159
Using the Calculation and Conversion Tools .................................... 161
Calculating Mileage ................................................................................... 161
Converting Currency.................................................................................. 161
Calculating Excess Baggage Rate ............................................................ 162
ii Edition 3.3
Table of Contents
Viewing Tax Information ............................................................................ 162

Pricing Before Adding a Passenger .................................................. 163
Chapter 6
Working With Transitional Stored Tickets (TSTs) ............................ 167
Understanding TSTs ........................................................................ 167
Displaying TSTs ............................................................................... 168
Updating TSTs ................................................................................. 173
Creating Manual TSTs ..................................................................... 175
Splitting TSTs ................................................................................... 177
Deleting TSTs .................................................................................. 178
Displaying TST History ..................................................................... 179
Chapter 7
Ticketing Flights................................................................................. 181
Managing Payment .......................................................................... 181
Working With Forms of Payment ............................................................... 181
Working With Credit Card Payments ......................................................... 186
Issuing E-Tickets .............................................................................. 190
Using the Manage Payment Guided Flow ........................................ 194
Displaying E-Tickets ......................................................................... 195
Issuing Itineraries ............................................................................. 197
Issuing Itinerary Receipts ................................................................. 198
Displaying an E-Ticket and Invoice Report ....................................... 199
Chapter 8
Revalidating and Reissuing E-Tickets .............................................. 201
Important Concepts to Understand ................................................... 201
Manually Entering E-Ticket Numbers ............................................... 204
Revalidating E-Tickets...................................................................... 206
Reissuing E-Tickets: Manual Flow.................................................... 210
Understanding the Reissue Manual Flow.................................................. 210
How to Start the Manual Reissue Guided Flow......................................... 211
Step 1: Select TST .................................................................................... 211
Step 2: Select E-Ticket .............................................................................. 211
Step 3: Reprice Itinerary ............................................................................ 213
Step 4: Manual Update TST ...................................................................... 214
Step 5: Manage Form of Payment ............................................................ 220
Step 6: Create Original Document ............................................................ 221
How to Cancel a Manual Reissue ............................................................. 223
Reissuing E-Tickets: Automatic Flow ............................................... 223
Understanding the Reissue Automatic Flow ............................................. 223
How to Start the Automatic Flow ............................................................... 224
Step 1: Select E-Ticket .............................................................................. 225
Step 2: Reprice Itinerary Or Select New Itinerary and Coupons ............... 226
Step 3: Manage Form of Payment ............................................................ 228
Step 4: Issue Documents .......................................................................... 229
How to Cancel an Automatic Reissue ....................................................... 229
Displaying an Original E-Ticket ........................................................ 230
Checking for Ticket Inconsistencies ................................................. 231
Displaying an E-Ticket History.......................................................... 234
FAQs: Ticketing................................................................................ 235
© 2016 Amadeus s.a.s. - All Rights Reserved iii

Chapter 9
Refunding E-Tickets........................................................................... 237
Processing E-Ticket Refunds ........................................................... 237
Working With E-Ticket Refund Records ........................................... 256
Voiding E-Tickets ............................................................................. 267
Chapter 10
Issuing Electronic Miscellaneous Documents (EMD) ...................... 269
EMD Fundamentals ......................................................................... 269
Understanding RFICs/RFISCs .................................................................. 270
Working With TSMs ......................................................................... 272
Creating, Updating and Deleting TSMs ..................................................... 272
Displaying TSM-Ps .................................................................................... 274
Displaying TSM History ............................................................................. 274
Working With EMDs ......................................................................... 274
Issuing EMDs ............................................................................................ 274
Manually Adding and Deleting EMD Numbers .......................................... 276
Displaying EMDs ....................................................................................... 277
Reissuing and Redelivering EMDs ............................................................ 278
Revalidating E-Tickets Associated With EMDs ......................................... 279
Managing EMD Association ...................................................................... 280
Refunding EMDs ....................................................................................... 286
Displaying EMD History ............................................................................. 291
Deleting and Voiding EMDs....................................................................... 292
Scenario: Issue an EMD for Residual Value ..................................... 292
Step One: Change the Booking Class ....................................................... 292
Step Two: Reprice the New Itinerary and Update the TST ....................... 293
Step Three: Create a Service Segment and a TSM for the Residual Value
................................................................................................................... 294
Step Four: Issue Documents ..................................................................... 296
Scenario: Issue an EMD With Multiple Coupons .............................. 297
Scenario: Issue an EMD With a Rebooking Fee ............................... 300
Chapter 11
Printing, Emailing and Faxing ........................................................... 303
What Can You Print, Email and Fax? ........................................................ 303
Where Are the Links to Print, Email and Fax? .......................................... 303
How To Print, Email or Fax a Document ................................................... 304
Chapter 12
Generating Sales Reports.................................................................. 305
Understanding Sales Reports........................................................... 305
Understanding Sales Periods ........................................................... 306
Using Sales Reports ........................................................................ 308
Creating Daily Sales Reports ........................................................... 311
What Are Daily Sales Reports? ................................................................. 311
Daily Report ............................................................................................... 311
Form of Payment Report ........................................................................... 313
Query Report ............................................................................................. 314
Transaction Report .................................................................................... 316
History Report ............................................................................................ 317
Net Remit Report ....................................................................................... 318
Cross-reference Report ............................................................................. 320
Creating Sales Period Reports ......................................................... 322
iv Edition 3.3
Table of Contents
What Are Sales Period Reports? .............................................................. 322

Summary Sales Period Report .................................................................. 323
Item Sales Period Report .......................................................................... 325
Consolidated Report List ........................................................................... 327
Chapter 13
Working With Queues ........................................................................ 329
Using Queues .................................................................................. 329
Displaying PNRs on a Specific Queue ............................................. 334
Placing PNRs on Queue .................................................................. 338
Processing PNRs on Queue............................................................. 339
Working With Messages................................................................... 344
Supervisor Tasks for Queue Management................................................ 348
Chapter 14
Using Smart Flows ............................................................................. 351
Getting Started With Smart Flows .................................................... 351
Using the Smart Flow Editor ............................................................. 352
Managing Your Smart Flows ............................................................ 356
Running and Stopping Smart Flows ................................................. 359
Working With Command-based Smart Flows ................................... 360
Using Questions ............................................................................... 361
Chapter 15
Troubleshooting ................................................................................. 363
Minimum System Requirements ....................................................... 363
Identifying Problems ......................................................................... 364
Creating an Incident Report.............................................................. 365
Retrieving Session Information......................................................... 366
Resolving Printing Problems ............................................................ 366
Resolving Login Screen Launch Problems ....................................... 367
Resolving Application Presentation Problems .................................. 368
Resolving Security Certificate Problems ........................................... 368
© 2016 Amadeus s.a.s. - All Rights Reserved v

Before You Start
Purpose of This Document

This user guide describes how to use Amadeus Altéa Reservation Desktop Web
(ARD Web).
It covers the generic features. Features that may be specific to an airline are not
described.
Audience
This user guide is intended for airline staff who will use ARD Web to make or
modify flight reservations.
Objectives
This guide explains how to:
• Learn how to sign in and navigate.
• Search for and book flights.
• Create Passenger Name Records (PNRs) for your bookings.
• Price bookings.
• Issue tickets.
• Modify bookings and revalidate or reissue tickets.
• Issue Electronic Miscellaneous Documents (EMDs).
• Generate sales reports.
• Work with queues.
Conventions
The conventions used to present information in this document are as follows:
The spanner icon indicates optional functionality that may not be available to
your airline. To request the activation of such functionality, contact Amadeus.
Latest Version of This Document

For the latest version of this document:
1. Go to the following link:
https://servicehub.amadeus.com/c/portal/view-solution/cas13c8644f89e00
© 2016 Amadeus s.a.s. - All Rights Reserved learning@amadeus.com 1

If you are asked to log in, use your Airline Extranet/Service Hub user name
and password.
If you are a new user, click on Register to get access to both Airline Extranet
and Service Hub.
2. Expand the training course for your product and click on the document link.
The PDF document is opened for viewing. You can download or print it from
the PDF window.
Feedback on This Document

Your feedback is very important, and will help us to improve this document.
Please email us with your comments and suggestions:
learning@amadeus.com
What's New in This Document

For further information about product changes in each release, refer to the
Product Release notes.
This edition includes the following changes:
Change Topic
New Manual Reissue: Disruptive Flow

features When manually reissuing e-tickets, to assist with reissue due to a
diverted flight, there is now an option for the agent to request only e-
tickets that contain flown, or partially flown, coupons.
See Reissuing E-Tickets: Manual Flow on page 210.
Form of Payment: Tokenised Credit Cards

You can now accept payment using tokenised credit cards, in which digits
in the middle of the credit card number are replaced by an alphanumeric
token.
See Working With Credit Card Payments on page 186.
Passenger Information SSR: Reason for Travel

You can now create a Reason for Travel SSR for US citizens and others
travelling to and from Cuba.
See What Is a Special Service Request (SSR)? on page 70.
2 Edition 3.3
Before You Start
Change Topic
Modified Simultaneous Changes to a PNR

features When ARD Web detects modification of a PNR by two agents at the
same time, it now attempts to merge the modifications.
See Handling Simultaneous Changes to a PNR on page 93.
EMD Page: Link to Associated e-Ticket and Coupons

In an EMD page, each EMD coupon now displays the number of the e-
ticket and all the coupons with which it is associated. You can click the
link to open the e-ticket in a new tab.
See Explanation: E-Ticket Tab Coupon Status on page 280.
Print/Email/Fax From E-Ticket Page

You can now print, email and fax direct from an e-ticket page.
See Printing, Emailing and Faxing on page 303.

Chapter 1
Getting Started
What Is Amadeus Altéa Reservation Desktop Web?

Amadeus Altéa Reservation Desktop Web (ARD Web) is a reservation and
selling tool for flights that has been especially designed to fulfil the needs of
airline agents.
ARD Web provides an easy-to-use graphical user interface to the Amadeus
system, and allows you to:
• Search for available flights.
• Book flights.
• Search for fares and price flights.
• Add service information to flight bookings.
• Issue tickets.
• Reissue and revalidate tickets.
Logging In and Out

What is Your Default Office?
When you are granted access to ARD Web, a list of offices you can access is
defined. Each office is identified by an Office ID.
One of these offices is specified as your default office. When you log in to ARD
Web, you will normally log in to this default office, however you can also choose
to log in to another office.
If you are already logged in to the application, you can switch to another office,
for example, to work on the PNRs of that office.
Note: Switching offices is not equivalent to remote jump in the Amadeus
system.

How to Log In to Your Default Office

1. In your web browser, enter the URL provided to you by Amadeus.
The Login screen opens.
2. Enter your user name and password.

3. Make sure the Sign in to default office check box is selected.
4. Click on Login.
How to Log In to Another Office

1. In your web browser, enter the URL provided to you by Amadeus.
The Login screen opens.
2. Enter your user name and password.
3. Clear the Sign in to default office check box.
4. Click on Login.
5. In the Select Office ID window, select an office from the drop-down list and
click on Login.
How to Switch to Another Office

1. Save any open PNRs, as changing offices will close your current session and
any unsaved data will be lost.
2. Click on the Office ID link in the top right corner of the ARD Web window.
6 Edition 3.3
Chapter 1 Getting Started
3. In the Switch Office Context window, select the office to which you want to
log in.
4. Click on OK.
How to Log Out

1. In the task bar, click on Logout.
If you have unsaved changes, a warning message is displayed.

2. Click on OK.
What Is Two-Factor Authentication?

Two-factor authentication (TFA) is an additional security measure that can be
enabled for signing in. TFA is used to demonstrate that you can access the same
email address that is registered in the system for your user name.
If TFA is enabled, after you enter your user name and password on the Login
screen, you must then enter an access code that was sent to your email address.
This registers the web browser you are using.
TFA can be configured to be:
• Enabled always. In this instance you will have to enter the access code each
time you log in.
• Enabled subject to conditions. In this instance you will only have to enter the
access code under certain conditions, such as using a different PC to log in,
or after having used the same PC for a set period of time.
• Disabled.
Depending upon the configuration of ARD Web, if you log in using your airline
intranet, TFA will be disabled.
What Happens After Prolonged Inactivity?

For security reasons, you are automatically logged out from the application if you
have not used the application for a certain amount of time. This happens in two
steps:
1. Session locked.

After a short period of inactivity, the current session is locked.

To return to your session, enter your password in the displayed window.
2. Forced logout.
After continued inactivity, a warning message is displayed that you will be
logged out from the application in a certain amount of time.
If you enter your password within the specified time, you are returned to your
session. If not, you are logged out from the application and any unsaved
changes are lost.
The time limits after which this happens are configurable and depend on your
setup.
Changing User Profile Settings

How to Change Your Email Address
1. In the Home page, expand the Settings menu, and click on Change email.
2. In the Change Email window, enter your new email address, enter it again to
confirm, and then enter your password in order to validate the change.
3. Click on OK to save the new email address.
8 Edition 3.3
How to Change Your Password

1. In the Home page, expand the Settings menu, and click on Change
Password.
2. In the Change Expired Password window, enter your new password.
Tip: Place the mouse cursor over the password rules summary to
display a tooltip with the full rules that apply to your office.
When you enter a password, the colour indicator shows you how secure it is.
3. Enter the password again in the Confirm New Password field.
4. Click on Submit to save the new password.
How to Reset a Forgotten Password

1. If you try to log in, but you cannot remember your password, click on the
Forgot your password? link provided in the Login window.
2. In the window that appears, enter your new password, then enter it again to
confirm.
3. Click on Submit.
An email with a link to validate the new password is sent to the email address
specified for your user name. You must validate the new password within 48
hours, or you will have to restart this process.
Configuring Single Sign-on Parameters
What Is Single Sign-on?

Single Sign-on is an application that allows you to store your passwords for most
of the applications stored on your PC.
When you log in to an application, Single Sign-on automatically enters your user
name and password for you. You only have to confirm the login.
How to Configure Single Sign-on Parameters

1. In the Home page, expand the Settings menu.
2. Expand the Single Sign On item and select the application that you want to
configure.
3. In the Single Sign On window, enter the username and password that Single
Sign-on will use to automatically log in to the selected application.
4. Click on OK to save the settings.

Using the Amadeus Information Pages (AIP)

What Are the Amadeus Information Pages?
Amadeus Information Pages are a central source of reference information.
There are three types of providers that add and maintain the information in the
Amadeus Information Pages:
• Amadeus
• ACOs
• Outside providers
Providers and ACOs can translate and store their information in different
languages, in addition to English. If you have specified a language preference in
your agent or office profile, the page is displayed in that language, provided it has
been translated. If the page has not been translated, the system displays it in
English.
For help on using the information pages, enter HE GG.
How to Use the Amadeus Information Pages

1. On the Home page, expand the Tools menu then click on Amadeus
Information System.
The system displays the Amadeus Information Pages panel.
2. To select a page, do one of the following:
- Choose a category from the Select Page drop-down list and click on OK.
- Type a code into the Quick Path box and click on Send.
3. To go to the required screen in the page, do one of the following:
- Type a string in the Find text in the current page box and click on
Search.
- Type a line number in the Go to a line box and click on OK.
- Use the browse controls next to the display screen.
How to Display the Amadeus Information Page Categories

To see a list of information categories, enter:
GG AIS
Note: Once you are signed in, you can request information from Amadeus
Information Pages at any time using the GG entry.
How to Navigate in the Amadeus Information Pages and Online Help

The information in the system can sometimes exceed one screen display. In this
instance, you can use scrolling commands to view the additional information:
Table: Scrolling Commands
Scrolling Command Description
MD or M Move down to the next screen.
10 Edition 3.3
Scrolling Command Description
MU Move up to the previous screen.

MT Move to first line (top of page).
MB Move to last line (bottom of page).
MS295 Move to the screen beginning on line number 295.
MD106 Move down 106 lines.
MU64 Move up 64 lines.
GPCAR Go to the page using the CAR page code.
For more information, enter HE SCROLL.
How to Go Directly to Another Help Page

From an Amadeus Information Page, you can move directly to a specific page of
information using a three-character page code. This enables you to move
between pages (within the same category and subject) without having to refer
back to the index.
To move directly to a GG page, where XXX is the three-letter page code, enter:
GP XXX
How to Display General Information Provided By Amadeus

The pages provided by Amadeus cover a wide range of information. Below are
some examples of commonly used Amadeus pages.
Table: Common Amadeus Pages
Entry System Response
GG AIS Displays the main topics available in the Amadeus

Information Pages
GG CODE W Displays a description of AIRIMP action codes and
four-letter service codes
In this example, to decode WCHR, or to find a list of all
codes that start with the letter W
GG APT SFO Displays information about specific airports
In this example, the airport information for San
Francisco airport (SFO)
GG WEA SFO Displays weather information for a specific airport
GG NEWS Displays Amadeus product news

How to Display ACO Pages

Amadeus Commercial Organizations (ACOs) provide information pages about
specific markets. To display the ACO page for a market, enter:
GG AMA XX
GG Amadeus Information Page transaction code

AMA Amadeus marketing company indicator
XX Country/market code
How to Display Provider Pages

The airlines and other providers that use Amadeus can provide their own
information pages in the system.
Below are some examples of provider pages and the information you can find on
them:
Table: Provider Page Examples
Entry System Response
GG AIR Displays an index of airline pages

GG AIR AF Displays an index of pages for a specific airline
GG AIR AF BAGS Displays a specific page for an airline with the page
keyword
In this example, this entry displays the baggage policy
for Air France
GG AIR AF BAGS ; FR Displays the page in a different language (if available)
by adding the language code after a semicolon
In this example, changes the previous entry to display
the page in French (FR)
GG AIR LH NEWS Displays specific news for an airline
In this example, Lufthansa Airlines (LH)
GG CAR Displays the main index page for car providers
GG CAR ZI SYD Displays the main car page for the car company Avis
(ZI) at Sydney airport (SYD)
GG HTL Displays the main index page for hotel providers
GG HTL HI COM Displays the commission policy page (COM) for
Holiday Inn (HI) hotels
When you are in a provider page, you can return to the main index of the page at
any time by entering:
GP 1
12 Edition 3.3
How to Search for Text

You use the GSL entry to locate specific text or characters within an Amadeus
Information Pages page. The system searches for the text you have entered and
displays the line containing the text at the top of the screen.
For example, to search for the first occurrence of the word "infant," enter:
GSL /INFANT/
To search for the next occurrence of the text, enter the command again.
Understanding the User Interface

What Are the Task Bar and Page Tabs?
When you are logged in to Amadeus Altéa Reservation Desktop Web, the
following components are always visible in your browser window:
• The task bar at the top of the window.
• The page tabs at the bottom of the window.
The task bar
 Create a new PNR.
 Search for PNRs and members (frequent flyer profiles).
 The user ID and office ID of the user currently logged in. Click on the Office ID
link to log in to a different office.
 The environment you are logged into.
 Logout.
The page tabs
 Home page tab.

 Tabbed pages for individual PNRs, frequent flyer profiles, e-Tickets or electronic
miscellaneous documents. You can have up to five tabs open at the same time.
You navigate between them by clicking on the tab that you want to display.
For PNR tabs, once you have end-transacted the PNR, the tab shows the PNR
number. If you modify a retrieved PNR, an asterisk is displayed next to the PNR
number until you end transact (or ignore) it. (This indicator is
not shown after voiding, refunding, or revalidating an e-ticket.)
What Is the Home Page?

When you log in to Amadeus Altéa Reservation Desktop Web, or when you click
on the Home page tab, the Home page is displayed. The home page contains
drop-down menus that, among other things, allow you to create or retrieve
Passenger Name Records (PNRs) and e-tickets, and access queue
management.
You can access functions from the drop-down menus of the home page to:
• Create new PNRs.
• Retrieve PNRs, members, e-tickets and electronic miscellaneous documents.
• Manage queues.
• Change the settings of the user, the interface and the printer.
• Use calculation and conversion tools.
• Access tools that give access to, for example, the Amadeus Information
System and a cryptic window.
• Access hyperlinks to external systems.
What Is a PNR Page?

A PNR page displays the details of a single PNR. It also allows you to manage
the PNR via hyperlinks, text fields and buttons.
A PNR page is divided into several sub-pages that you access using tabs at the
top of the PNR page:
14 Edition 3.3
 PNR tab
The PNR tab contains all the information on the selected PNR. For example,
details on itinerary, passengers, service requests, forms of payment and e-tickets.
From this tab, you can add, modify or delete most information in a PNR.
You can only display this page if the PNR contains at least one flight segment or
one passenger.
The tab name is either 'New PNR' if the PNR has not yet been saved, or 'PNR
[record locator]' if the PNR has already been saved.
 Flight Search tab

The Flight Search tab opens by default when you start creating a new PNR. It
allows you to search for available flights, with or without informative pricing, and to
book flights. You can also directly sell flights from this page, without checking for
availability first.
You can go back to this tab at any time.
The Flight Search tab also allows you to do an informative pricing or to request a
fare display.
 Pricing tab
Allows you to price the PNR, select fares and confirm the pricing in order to create
the Transitional Stored Tickets (TSTs).
You can either click directly on the tab or access it from the Itinerary Details
panel in the Flight Search tab.
 TST tab
Allows you to display the Transitional Stored Tickets (TSTs) of the active PNR.
To display TSTs, click on the Display Fare/TST link in the E-Ticket panel in the
PNR tab.
Note: You cannot directly click on the TST tab to display any TSTs.
 E-Ticket tab
Allows you to display the e-tickets that have been issued for the active PNR.
To display an e-ticket, click on its number in the E-Ticket panel in the PNR tab. If
an e-ticket has already been displayed in the current session, you can directly
click on the E-ticket tab to display it.
 TSM tab
Allows you to display Transitional Stored Miscellaneous (TSM) documents.
 EMD tab
Allows you to display Electronic Miscellaneous Documents (EMDs).

What Is a Profile Page?

A profile page displays the data of a traveller who has a frequent-flyer number.
Authorised airline staff enter this data either directly in the Amadeus system, or in
the airline's own loyalty system which then transfers it to Amadeus.
Travellers who have a profile page are referred to in ARD Web as members and
each member is identified by a unique frequent-flyer number.
You can retrieve a member's profile page using the procedure given in How to
Search for a Frequent Flyer Profile on page 99.
 Member Name/Frequent Flyer Number

The name and frequent-flyer number of the member.
 Add Member to New PNR

You can click the Add Member to New PNR button to add the member to an
open PNR or to a new PNR.
 Membership Details/Personal Details/Contact Details

The details of the member.
 Notifications
Displays a list of the automatic notifications, such as notification by email and by
SMS, associated with the member.
 Preferences
Displays a list of service requests associated with the member.
 Special Keywords
Displays a list of special keywords associated with the member.
 PNRs tab
Displays a list of active PNRs associated with the member. To open a PNR from
this list, click on the Record Locator of the PNR.
16 Edition 3.3
 Profile Notes tab

Displays text such as reminders and general information related to the frequent-
flyer.
 Messages tab
Displays a list of messages associated with the member.
 Remarks tab
Displays a list of remarks associated with the member.
What Is an E-ticket Page?

When you retrieve an e-ticket from the Home page, an E-ticket page is opened,
showing the details of the selected e-ticket in standalone mode (without the
PNR).
Using the Cryptic Window

To enter Amadeus system commands, click on Cryptic Window in the Tools
menu.

What Is Read-only Mode?

To limit agent access to various displays, for example to allow an agent to access
PNR data without the risk of altering it, read-only mode can be configured at
office level.
Depending upon your system configuration, read-only mode may be configured
for the following displays:
• The Home page
• The PNR tab
• The TST tab
• The TSM tab
• The E-ticket tab
• The EMD tab
• Refund display
Using the Context Sensitive Menu

You can press the F12 key to display a context-sensitive menu that provides
quick access to the main panels on the current screen. This is used in particular
on the PNR and Flight Search tabs.
Press the first letter of an item to navigate in the list. For example, to open the
Passenger & Contacts window, press:
F12 + P + Enter + Enter
Getting Help for Unavailable Commands

At times, some command buttons and hyperlinks may be greyed out and
unavailable. This occurs, typically, when you have not yet entered all the
information that is required to complete a booking flow or guided flow.
At these times, to help you understand why a command is unavailable, some of
these command buttons and hyperlinks include tooltips that describe the reason
the button or hyperlink is unavailable and suggest any corrective actions
available.
18 Edition 3.3
Using the Keyboard to Navigate

You can use the following keys to move around an air availability display:
Key Function
F4 Close the current record.

F8 Open the EOT (end of transaction) window.
F9 Activate the Search input field in the toolbar.
F10 Create a new PNR.
F12 Open the context sensitive menu.
Ctrl + Left Arrow/ Switch to the next or previous record.
Ctrl + Right Arrow
Esc Close current window.
Alt + F2 Display the Scratch Pad.
Alt + F1 Display session information.
Alt + Arrow Button Move up/down/left/right in the UI fields.
Note: In the cryptic window, the up/down keys display
previous commands.
Page Up/ Scroll the display up or down by one page.
Page Down
Home/ Move to the top or bottom of the display.
End
Arrow Up/ The up/down/left/right keys are used for various functions
Arrow Down/ depending on the cursor location.
Arrow Left/
Arrow Right
Tab/ Move to the next or previous UI field.
Shift + Tab
Space Bar Change the selection status.
Enter Execute the active or default action, or activate the focused
button, link, menu item, etc.
Ctrl + End/ Move to the top or bottom row of the selection box or
Ctrl + Home scrollable component.
F5/ Refresh or reload the application.

Ctrl + F5
F11 Enter or exit full screen mode.
Using Guided Flows

What Is a Guided Flow?
A guided flow is a series of tasks that are presented to you, step-by-step, in order
to complete a workflow.

A guided flow in the ARD Web user interface is indicated by a series of arrows at
the top of a window. Each arrow contains the title of a step of the guided flow.
While you are working through a guided flow, the title of the step you are currently
working on is highlighted and all the other titles are greyed out.
Image: A Guided Flow in the User Interface
A guided flow is represented in this User Guide as follows:
Image: Representation of a Guided Flow in This User Guide
Select E-ticket Reprice Manage Form Issue

Itinerary of Payment Documents
Where Can I Use a Guided Flow?

You can use a guided flow for the following workflows:
• Booking a flight.
• Managing payment.
• Reissuing an e-ticket automatically.
• Reissuing an e-ticket manually.
Note: The availability of these guided flows can depend upon your system
configuration.
How to Use a Guided Flow

1. Complete all the required actions for the tasks of a step.
2. Click on the Next Step button, or its equivalent, to proceed to the next step.
If you have not completed all the required actions of the task, the Next Step
button, or its equivalent, will not be available and you cannot proceed to the
next step.
If available, you can use buttons such as Previous Step and Next Step to
navigate within the workflow.
20 Edition 3.3
Using the Scratch Pad

What Is the Scratch Pad?
The Scratch Pad allows you to copy and paste text between areas and
applications. It is accessible everywhere in ARD Web.
The Scratch Pad window is displayed on top of the current screen. It can be
opened and closed at any time during an ARD Web session. Text entered in the
Scratch Pad is kept until you click on Clear or log out, or after a session timeout.
How to Open the Scratch Pad

Do one of the following:
• On the Home page, expand the Tools menu and click on Scratch Pad.
• In the Menu Bar, click on Tools > Scratch Pad.
How to Add Information to the Scratch Pad

• Open the scratch pad and:
- Type directly into the Scratch Pad window.
Or:
- Paste copied text into the Scratch Pad window.
• When the Copy to Scratchpad link is available, click on

the link.
How to Clear Information From the Scratch Pad

In the Scratch Pad window, click on the Clear button.
Note: The scratch pad is cleared automatically when you log out or after a
session timeout.
Overview: Booking a Flight
Booking a Flight Using the PNR Guided Flow
What Is the PNR Guided Flow?

The PNR guided flow is a series of steps that helps you create a PNR and book a
flight. It guides you step-by-step through all the actions required to complete the
booking. To book the flight, you must complete all the steps.
Note: The availability of this feature depends upon the configuration of ARD
Web.
The PNR guided flow cannot be used to create a group PNR.

How to Start the PNR Guided Flow

On the Home page, expand the Create New menu and select PNR > PNR
Booking Flow.
A New PNR page appears. The steps of the PNR booking flow are displayed at
the top of the page:
Flight Search Pricing Services Service Manage Form Issue

Pricing of Payment Documents
Explanation: PNR Guided Flow Steps

Caution: If you click the Go to PNR Details button before the end of the last
step, the PNR booking flow will be terminated and cannot be restarted.
In this instance you will have to complete the booking manually from the
PNR page, or abandon the booking and start a new PNR booking flow.
Step Action For More

Information
Flight 1. Enter the itinerary details. How to Search for

Search 2. Enter the passenger details. Available Flights on
page 24.
Note: Depending upon your system
configuration, you may be able How to Book the
to price the itinerary without Flights on page 24.
adding the passenger details. How to Add
3. Click on Next Step. Passenger and
Contact Information
The Pricing step is displayed.
on page 25.
Pricing 1. Select a fare to view the fare details.
2. Click on Confirm Price.
The Services step is displayed.
Services 1. If you want to add services, add them Adding Special
here. Service Requests on
2. Click on Next Step. page 70
If you have added chargeable services, the
Service Pricing step is displayed.
If you have not added chargeable services, the
Manage Form of Payment step is displayed.
Service 1. Click on Price Services.
Pricing 2. Click on Confirm Price.
3. If a dialogue box with a message to the
traveller appears, read the message to the
traveller before proceeding.
The Manage Form of Payment step is
displayed.
Manage 1. Enter the forms of payment. How to Add the Form
Form of 2. Click on Calculate Payment. of Payment on page
Payment 26
3. Click on Apply Payment.
The Form of Payment Summary and the
Remaining Amount to be paid are
updated.
4. Click on Next Step.
The Issue Documents step is displayed.
22 Edition 3.3
Step Action For More

Information
Issue 1. Enter the caller's details.

Documents 2. Click on Issue Documents.
The e-tickets and any EMDs are created.
3. Click on Go to PNR Details.
The PNR page is displayed.
Booking a Flight From the PNR Page
What Is the Booking Workflow?

Here is an overview of the typical workflow for a flight booking from start to finish:
Some of these steps can be done in a different order. For example, you can add
a passenger before you book a flight.
How to Start the Booking Workflow

From the Home page, create a new PNR; for example, by clicking on the PNR
link in the task bar.
The Flight Search tab is displayed, allowing you to search for available flights.

How to Search for Available Flights

1. In the Search panel, fill in the mandatory fields for each flight: departure and
arrival location, date, and number of seats.
2. Fill in any other criteria as required.

3. Click on Search.
The fare list is displayed, followed by availability displays for each segment.
How to Book the Flights

1. In the Availability display for the first flight segment, double-click on the
class for the flight that you want to book.
The flight segment is added to the Itinerary panel on the right.
2. Repeat this for each additional flight segment.
24 Edition 3.3
How to Add Passenger and Contact Information

1. In the Passengers panel, click on Add/Update.
The Passenger and Contact Information window opens.

2. In the Passenger Information panel, enter the last and first name for each
passenger.
3. In the Main Contact Information panel, enter the main telephone number or
email under which the passengers can be contacted.
4. Click on Apply and Close.
How to Add Service Requests and Other Elements

1. In the PNR tab, scroll to the Special Services Request (SSRs) and
Auxiliary Services (SVCs) panel.
2. Click on Add Special Service.
3. In the Special Service Request window, specify the service and click on
Add SSR, then click on Close.

How to Price the PNR

1. Click on the Pricing tab.
2. If you want, modify the default search options, such as the type of fare to
display, and whether to include taxes and fees.
3. Click on Update Fares.
The list of available fares per passenger or passenger type (PTC) is
displayed. The lowest fares are shown first.
4. Select a fare to view the fare details, and click on Confirm Price.
The necessary TSTs and TSMs are created and the PNR tab is displayed.
How to Add the Form of Payment

1. In the PNR tab, scroll down to the Form of Payment section and click on
Manage Payment.
The Hazardous Materials pop-up is displayed.
2. Read the message in the pop-up to the traveller and click on Acknowledged
by the traveller.
26 Edition 3.3
The Manage Payment window is displayed.
3. If necessary, modify the Passenger Association and Document

Association for the form of payment.
4. Select the Payment Type and fill in additional details as required.
5. Click on Calculate Payment.
The remaining amount to be paid is updated.
6. If necessary, click on Add FOP to add an additional form of payment.
7. When the remaining amount to be paid is zero, click on Apply Payment.
The Form of Payment Summary is displayed.
Note: If the Issue Documents panel is displayed, your system is
configured to use a guided flow. In this instance, refer to Using the
Manage Payment Guided Flow on page 194 for more information.
8. Click on Close to close the window.
The PNR tab is redisplayed.

How to Issue the E-ticket

1. In the PNR tab, scroll to the E-ticket and EMD Information section and click
on Issue Documents.
The Issue Electronic Document(s) window appears, showing the list of

TSTs and TSMs in the PNR.
2. Select the passengers and segments for which you want to issue documents.
3. Click on Issue Document(s) to issue all documents.
The e-tickets and EMDs are created and the E-ticket and Electronic
Miscellaneous Document (EMD) section in the PNR is updated with the
new documents.
Messages at the top of this section inform you about successfully created
documents and any errors encountered.
28 Edition 3.3
Chapter 2
Searching for and Booking Flights
Searching for Flights

Workflow: Where You Are in the Booking Process
Here is where you are in the workflow for a typical flight booking:
Understanding the Flight Search Tab

Once you start creating a new PNR, the Flight Search tab is opened
automatically.

The Flight Search tab contains the following areas:
 Your Search Options. Here you enter the search criteria for your flight. The fields
displayed on this page depend upon your selection in the Select Search Type
field.
 Itinerary Details panel

The Itinerary Details panel contains the flights you have selected and the
passenger details.
What Search Types Can You Perform?

In the Flight Search tab, there are various search types, allowing you to search
for flight availability, for fares, or for information.
• Availability: This option shows all flights with at least one seat available for
sale or waitlist, based on the criteria you use in your request. See Finding
Flights Using an Availability Search on page 31.
• Informative Pricing and Availability: This option shows possible fares for
the itinerary and the passenger types in addition to the available flights. See
Finding Flights Using an Availability Search on page 31.
• Schedule: This option displays all flights operated by all airlines that submit
schedule information to Amadeus. See Finding Flights Using a Schedule
Search on page 38.
• Direct Sell: If you know all the details for a specific flight and if you know that
seats are available (for example, by using a Schedule search), you can book
a flight directly, without checking for availability.
Alternatively, you can use this search type if you need to create an open
segment booking. You create an open segment if your customer is not sure
yet about the return date, but when the flight needs to be included in the fare
calculation, for example for a Round The World ticket. In the PNR, an open
segment is shown with airline code, class and origin and destination airports,
but without flight number, date and time.
See How to Book a Flight Directly on page 43.
• Fare Display: This is used to display all the possible fares for a single city
pair. See Requesting a Fare Display on page 128.
• Ghost Passive and Information Sector Sell: This is used to produce a
quote for an itinerary without actually booking any segments. See Adding
Ghost and Passive Segments to a PNR on page 44.
• Informative pricing: This is used to estimate the fare for an itinerary, without
booking any flight segments. See Requesting Informative Pricing on page
134.
• Timetable: This displays the flights of all airlines between a specific city pair
for a one-week period. See Finding Flights Using a Timetable Search on
page 37.
30 Edition 3.3
Chapter 2 Searching for and Booking Flights
Finding Flights Using an Availability Search
How to Search for Flight Availability

1. Click on the PNR link in the task bar to start creating a new PNR.
The Flight Search tab opens.
Alternatively, retrieve an existing PNR (see Retrieving PNRs on page 50),
and click on the Flight Search tab.
2. Select the Search Type:
- Availability.
Or:
- Informative Pricing & Availability.
3. Fill in the departure and arrival locations and dates.
When entering a date you can either enter a specific date or a number of
days. If you enter a number of days, the system calculates the date by adding
the number of days to today's date (for one way flights) or to the date of the
previous flight (for connecting flights).
Do this for each flight segment. If you need to insert more lines, click on Add
Sector. The maximum number of flight segments is 16.
4. Enter the number of seats.
This is only necessary if you need more than one seat.
You can enter up to nine seats for a standard PNR and 99 seats for a group
PNR.
5. Optional: Click on Switch to Full Search Criteria to set the following
additional criteria:
- Carrier Biasing. See Searching for Specific Carriers on page 32.
- Time.
- Via.
- Cabin. See Searching for Specific Classes, Cabins or Airlines below.
6. Click on Search.
The availability displays for each flight segment are shown.
If you selected Informative Pricing & Availability, a fare list is also
displayed.
See Explanation: The Informative Pricing Display on page 137 for more
information.
Searching for Specific Classes, Cabins or Airlines

You can restrict your availability search to display, for example:
• Only flights with available seats in specific classes or cabins.

• Only flights on specific airlines.

You can set these filters globally for all segments, or for individual segments only.
How to specify search criteria for all segments

In the first line above the flight segments (labelled All Sectors) enter global
criteria for all segments.
Note: To display the Cabin field, click on Switch to Full Search Criteria.
How to specify search criteria for an individual segment

Enter an airline, class, or cabin in the line for an individual segment. This criterion
will only be applied to this flight. Any criterion specified at global level is ignored
for this flight.
Note: For a single segment, you can specify either classes or a cabin. You
cannot combine these criteria.
Example
You want to display only 6X flights for the first segment and only 7X flights for the
second and third segments:
• For the first flight segment, enter the airline code 6X.
This specific filter takes precedence over the global filter, and only 6X flights
will be displayed for this segment.
• In the first line (above the flight segments, labelled All Sectors), enter the
airline code 7X.
This global filter will be applied on all segments for which no other airline has
been specified.
Searching for Specific Carriers

You can filter your availability display based on alliance, preferred, or neutral bias
using the Carrier Biasing drop-down lists.
Note: To display the Carrier Biasing field, click on Switch to Full Search
Criteria.
You can use the preferred alliance display to enter a preferred alliance in an
availability request for the following search types:
• Availability
• Schedule
• Informative Pricing & Availability
32 Edition 3.3
In the Availability and Schedule screens, you can:

• Request a display controlled by an alliance, to display flights that the alliance
has chosen, such as flights of alliance members or of partner airlines.
Note: The Carrier Preference drop-down list is configurable per site.
• Filter the results by a specific alliance’s flights, for example, ‘*S’ for Star
Alliance. This is available for the Carrier Preferred Display and the Neutral
Display.
Searching With Flexible Dates

You can use the Flexible Dates feature to search for flights up to seven days
ahead. The search will stop on the first date that it finds an available flight.
This is useful when you are searching for a flight that may not operate daily, or
may be sold out in a certain class of service for many days, for example, during
peak travel periods.
How to Search Using Flexible Dates

1. In the Flight Search tab, select Availability Search as search type.
2. Under Flexible Dates, select the check box and enter the number of days
(maximum 7) in the Days Forward field.
3. Fill in mandatory and optional criteria as required and click on Search.
The header line of the availability display advises you of the date when the
first flight is available.
Example: Seven-day Search Result
Note: Flights that are available for waitlist only on all segments do not appear
in the flexible dates availability display.

Understanding the Availability Display
Explanation: The Availability Display

When you search for available flights on the Flight Search tab, the flight
segments are displayed in separate availability tables. If you search for more than
2 segments the tables are displayed on separate tabs.
All flights with at least one seat available for sale or waitlist are shown, based on
the criteria you use in your request. If you did not request a specific time, the first
available flights are displayed.
Availability includes any airline that has a sales agreement with Amadeus.
Note: Fully-booked flights are not displayed.
You can sort the availability display by clicking on in the column headers.
If you chose to search for a combined Informative Pricing & Availability
Search, a fare list is displayed above the availability displays. The fares are
shown for informative purposes only and are not necessarily available.
 Fare List display (only displayed for an Informative Pricing & Availability search)
For more information, see Explanation: The Informative Pricing Display on page
137.
 Availability display for the first flight segment.
 The seat map can be launched from availability and schedule displays.
34 Edition 3.3
Table: Availability Display Explanation
Column Explanation
Flight The airline code and flight number.

For a code share flight, the airline codes of both the marketing and the
operating carrier are shown. Example: 6X:7X 1727.
For flight information such as aircraft type, configuration, and meals and
class, click on a code.
Class Up to 26 classes of service are displayed. At least one class must be
available to sell or waitlist for the flight to be included in the display. Codes
for classes of service vary between airlines.
By default, the first available class for a flight is selected. For connecting
flights, the same class is selected if available. If not, the first available
class is selected.
The following status codes may appear beside a class:
9 9 or more seats available.
1-8 The exact number of seats available for sale.
0 or L Waitlist open.
R Seat on request.
C or S Waitlist closed.
N Night flight or equivalent discount.
Dep. City The three-letter IATA code for the departure airport and the terminal
number. More information is displayed if you place your mouse over the
field.
Arr. City The three-letter IATA code for the arrival airport and the terminal number.
More information is displayed if you place your mouse over the field.
Dep. Time The departure time. +1 indicates that the flight departs one day after the
original departure date.
Arr. Time The arrival time. +1 indicates that the flight arrives one day after the
departure date.
Stops The number of stops made before reaching the arrival city.
Duration The duration of the flight or flights, including transfer time for connections.
Aircraft The aircraft code. More information is displayed if you place your mouse
over the field. Click on LL to view the flight loading list or on Seat to view
the seat map.
Info Click on DA, if displayed, to view the direct access table for the airline.
See Using the Direct Access Window below.
Click on Facts, if displayed, to view messages related to the flight
segment. If the message is important (for example, there is an irregularity
related to a flight), an ATTN icon is displayed next to the Facts link.
Using the Direct Access Window

The Direct Access window allows you to update the number of seats and the
passenger association. Once you have made changes, click on Book.

Using Availability Tabbed Segments

In some cases, the availability display may change depending on the state of the
PNR. For example, the availability for a return flight may change once the
outbound flight has been booked.
If a new segment is added to, or deleted from the PNR, the availability is
refreshed. If there are changes in the refreshed availability, then the results are
displayed in separate tabs for each segment.
Example: Availability Search

The example shows an availability search for three sectors. The search specifies
airline 7X for all sectors except the first, which is airline 6X.
36 Edition 3.3
Finding Flights Using a Timetable Search
What Is a Timetable Search?

Timetable displays contain flights of all airlines between a specific city pair for a
one-week period. The display shows you the frequency of flights between two
airports and indicates which airlines operate on a particular day of the week.
The timetable display includes details of the period of operation of flights by their
effective and discontinue dates. They are ordered in the same hierarchy as
availability displays.
How to Find Flights for a City Pair Using a Timetable Search

1. In the Home page, click on the PNR link in the task bar.
Alternatively, retrieve an existing PNR, and click on the Flight Search tab.
2. Select the Search type: Timetable.
3. Fill in the mandatory fields: departure and arrival location and date.
Optionally, type in a time, then click on Search.
The panel displays the timetable.
Example Timetable Display
To view other weeks, click on Previous Week or Next Week.

To view flight information, click on a code in the Flight column.

Explanation: The Timetable Display
Table: Timetable Display Explanation
Column Explanation
Flight The airline code and flight number.

For a code-share flight, the airline codes of both the
marketing and the operating carrier are shown. Example:
6X:7X 1727.
For flight information such as aircraft type, configuration,
meals and class, click on a code.
Operational Days Flight is operational.
Flight is not operational.

Start Date The flight is available from this date.
End Date The flight is not available after this date.
Duration For connecting flights, the whole duration is only displayed
at the first segment level.
For an explanation of columns not described in this table, see Explanation: The
Availability Display on page 34.
Finding Flights Using a Schedule Search
What Is a Schedule Search?

The Schedule display shows all flights operated by all airlines that submit
schedule information to Amadeus.
This display shows:
• Flights that may not have seats available in a particular class.
• Cancelled flights.
• Flights not sold through Amadeus.
How to Find Flights Using a Schedule Search

1. In the Home page, click on the PNR link.
Alternatively, retrieve an existing PNR and click on the Flight Search tab.
2. Select the Search type: Schedule.
3. Fill in the mandatory fields: departure and arrival location, date and number
of seats. Optionally, type in a time.
4. Click on Search.
The panel displays the schedule.
38 Edition 3.3
Example Schedule Display
To view flight information, click on a code in the Flight column.

For an explanation of this display, see Explanation: The Availability Display on
page 34.
Viewing Minimum Connecting Time
What Is Minimum Connecting Time?

Minimum Connecting Time (MCT) is the minimum time passengers must allow to
make a connection between flights at an airport or city.
Although the MCT of an active itinerary in a PNR is checked automatically at the
end of the booking transaction, you can also view MCT information at any time in
the booking flow.
How to View Minimum Connecting Time

Web.
1. On the Home page, expand the Tools menu and click on Minimum
Connecting Time.
Or:
In the Menu Bar, expand the Tools menu and click on Minimum Connecting
Time.

The Minimum Connecting Time dialogue box appears.
2. Enter the appropriate information in the fields for Arrival and Departure. If
required, you can also enter a Date.
3. Click on the Search button.
The MCT information is displayed in cryptic format in the panel of the
dialogue box.
Viewing Information on a Specific Flight

What Flight Information Can You Display?
You can view up-to-date information about a particular flight both before and after
departure.
There are two types of flight information available:
• Planned flight information: This is operational data on a specific flight and
date.
• Latest known operational flight information: This is information on the
operation of a specific flight before, during, and after departure. It is available
for flights today and up to three days in the past, if it has been provided by
the airline.
40 Edition 3.3
The flight information display shows facts such as aircraft type, departure and
arrival terminals, and meal information.
How to Request Flight Information

1. Expand the Tools menu and click on Flight Information.
2. Enter the Flight Number, and optionally the airport or city codes and date,
and click on Search.
3. The flight information is displayed.
4. To launch a flight search based on this information, click on Go to Flight
Search.
Alternatively:
1. Open an availability/timetable display, or open the itinerary details.
2. Click on the flight number.
The information is displayed in a Flight Information window.
Example Flight Information Display.
Explanation: The Flight Information Display
Table: Flight Information Display Explanation
Column Explanation
Flight Number The airline code and flight number.

For a code share flight, the airline codes of both the
marketing and the operating carrier are shown.
Example: 6X:7X 1727.

Column Explanation
Segment Information Format:

• Departure airport code – arrival airport code
• Departure date
• Departure time – arrival time
• Duration
• Number of stops
If there are one or more stops, this sector contains the
locations in which the stops are made.
Aircraft Equipment type code.
Configuration Booking classes and number of seats available. For
example: J 44 means 44 seats available in J class.
Meals & Class Meal types and the classes in which they are available.
Comments Additional comments about the flight.
City Info Operational flight information, when available, such as
the estimated times of departure and arrival.
Booking Flights
Booking flights and creating the itinerary is the next step in the typical workflow
for a flight booking:
How to Book a Flight From an Availability Display

1. Search for available flights.
Make sure the number of seats in the search options corresponds to the
number of passengers for whom you want to book seats. If not, change it and
click on Search again.
42 Edition 3.3
2. In the Availability display for the first flight segment, select the class for the
flight that you want to book.
The current selection is shown in orange. By default, the first available class
for a flight is selected. For connecting flights, the same class is selected if
available. If not, the first available class is selected.
3. To book the seats, do one of the following:

- Double-click on the selected class.
Or:
- Click on Book.
Or:
- Click on Book with more options (for additional choices).
The flight segment is added to the Itinerary panel.
4. Repeat steps 2 and 3 for each flight segment in your booking.
How to Book a Flight Directly

1. Click on the PNR link in the task bar to start creating a new PNR.
Alternatively, retrieve an existing PNR and click on the Flight Search tab.
2. Select Direct Sell as the search type.
3. If you want to create an open segment booking, select Open Segment.
For information on open segment bookings, see the direct sell search type in
What Search Types Can You Perform? on page 30.

4. Fill in the mandatory fields:

- Flight number/airline (airline for open segment bookings).
- Class.
- Departure and arrival airport.
- Date (not mandatory for open segment bookings).
- Number of seats.
5. If you need more flight segments, click on Add Sector to add more lines.
6. Click on Book.
The flight segments are added to the Itinerary panel.
Adding Ghost and Passive Segments to a PNR
What Is a Ghost Segment?

You use ghost segments to produce a quote for an itinerary without actually
booking any segments.
Ghost segments differ from standard IATA passive segments in two ways:
• They may be used with all airlines, including system user airlines.
• Information is never sent to the relevant airline.
You can use ghost segments for pricing an itinerary, but not for ticketing. In order
to issue a ticket for a ghost segment, you must change it to a service segment or
a standard IATA passive segment. You can only do this if the airline allows the
use of service segments or standard IATA passive segments.
You can also use ghost segments to create a booking that is beyond the airline's
date range. The segment is stored in the PNR with the date, year and any ghost
status code.
Example: Ghost Segment Entry
What Is a Passive Segment?

When a flight segment is confirmed from a source other than Amadeus, you can
enter it in the PNR as a passive segment. This enables you to maintain a
passenger's complete itinerary, and allows you to price and ticket the segments.
How to Create a Ghost or Passive Segment

1. On the Flight Search tab, in the Select Search Type box, choose Ghost,
Passive & Information Sector Sell.
44 Edition 3.3
2. In the Select Sector Type area, select Ghost, Passive.

3. Fill in the fields.
4. Select an item from the Booking Action Code list.
5. Click on Add, then click on End of Transaction.
The End of Transaction box opens.
6. Fill in the box with the caller's details, then click on OK.
The segment is added to the Itinerary panel in the PNR tab.
Adding Information Segments to a PNR
What Is an Information Segment?

An information flight segment gives details of a flight that has not been booked
through Amadeus. You can enter information segments for any non-distribution
system user airline.
Entering this segment may or may not generate a message to the airline
involved, depending on whether any other element for action by the same airline
is entered in the PNR during the same or a subsequent transaction. This could be
an actively booked flight, or an SSR or an OSI element.
Information flight segments can be included in group and non-group PNRs.
Note: The information segment is not recognised by the system for pricing or
ticketing.
Example: Information Segment
How to Create an Information Segment

2. In the Select Sector Type area, select Information.
3. Fill in the fields with the non-Amadeus air segment information.
4. Select an item from the Booking Action Code list.

What Is an Arrival Unknown Segment?

The arrival unknown segment indicates that it is not known how the passenger
plans to travel from the arrival city of the previous segment to the departure city of
the next segment.
How to Create an Arrival Unknown (ARNK) Segment

2. In the Select Sector Type area, select Information (ARNK).
3. Fill in the date field.
Understanding Segment Status Codes
What Are PNR Segment Status Codes?

Segment status codes are codes that travel providers use to send you
information about your bookings and special service requests.
Advice codes are the most commonly used status codes. When a travel provider
confirms a segment, does not confirm a segment, or changes a segment (usually
flight time or flight number), the provider inserts an advice code in the PNR and
places it on your queue.
When you see an advice code in a segment, you must take action in some way.
Explanation: Common PNR Segment Status Codes

The list below contains some common advice codes, what they mean, and the
action you should take.
Table: Common PNR Segment Status Codes
Advice Code Means... Agent Action
HX Holding cancelled Delete segment

NO No action taken (by airline) Delete segment
UC Unable; flight closed, not waitlisted Delete segment
UN Unable; does not operate Delete segment
KK Confirming Change to HK *
KL Confirming from waitlist Change to HK *
TK Confirming; advise passenger of new flight times Change to HK *
TL Waitlisted; advise passenger of new flight times Change to HL *
TN Holding needed; advise passenger of new flight Change to HN *
times
46 Edition 3.3
Advice Code Means... Agent Action
US Unable to accept sale, waitlisted (by airline) Change to HL *

US Waitlisted (by airline) Change to HL *
How to Change PNR Segment Status Codes

To change status codes (marked with an asterisk in the above table), end-
transact the PNR and select the Change Advice Code option. See How to Save
a PNR and Update Advice Codes on page 68 for more information.

Chapter 3
Working With PNRs
Understanding PNRs
What Is a PNR?
A Passenger Name Record (PNR) contains the details of a passenger's
reservation and other information related to a passenger's trip. PNRs can also
contain information to assist airline personnel with passenger handling.
PNRs remain active in the distribution system for four days after the date of the
last active or inactive segment in the itinerary. Once a PNR is purged, you can
retrieve it up to three years in the past.
The items of information that make up a PNR are called elements. A PNR can
contain a maximum of 999 elements. These PNR elements can be either
mandatory or optional.
What Is a Record Locator?

When a PNR is created in the system, it is assigned a unique six-character code,
called a record locator, which you can use to retrieve the PNR and modify it if
necessary.
What Are the Mandatory PNR Elements?

Before you can save a PNR, you must have entered the following information in
your PNR:
• Itinerary (at least one flight)
• Passenger name
• Contact information
• Ticketing arrangement
If you have not entered ticketing arrangements when you save a PNR, the
system will automatically add an OK ticketing arrangement.
• Caller's details
When you save the PNR, you will be prompted to enter the name of the
person who asked you to do the booking. This creates the mandatory
Received From element.

Before you can issue a ticket, you must have entered the following additional
information:
• Form of payment
What Are Optional PNR Elements?

In addition to the mandatory elements, you can add supplementary information to
your PNR:
• Special service requests
They include, for example, special meals, sports equipment, advance
passenger information (API) or form of identification.
• Remarks
• Other service information
• Special keywords
For more information, see Adding Optional Information to a PNR on page 70.
Retrieving PNRs
Which Criteria Can I Use to Search for PNRs?
The following parameters or parameter combinations allow you to search for
existing PNRs:
• Record Locator
• Passenger name
This retrieves only PNRs owned by the current office.
• Passenger name + Date (Departure)
• Passenger name + Date (Departure) + Flight number
• Passenger name + Date (Departure) + Flight number + Boarding point
• Passenger name + Date (Departure) + Flight number + Boarding point + Off
point
• Passenger name + Responsible office
When specifying a responsible office in the query, you can use wildcards (*)
to replace the city code, for example ***6X08AA.
Note: The name can include the last name only or both last name and first
name (last name must come first).
In a group PNR, the name can either be the group name or the name of
a passenger belonging to the group PNR.
How to Search for PNRs

1. Start searching for PNRs in one of the following ways:
- From the menu bar.
Or:
50 Edition 3.3
Chapter 3 Working With PNRs
- From the Retrieve/Modify menu.
2. In the Search field, enter your search criteria.

Note: In a default setup, you use spaces to separate parameters and you
enter the date in standard date format (day before month).
However, other separators or American date format may have been
configured for your office.
3. Click on Retrieve.
- If only one PNR matching the criteria is found, it is displayed immediately.
- If several PNRs match the criteria, they are shown in a list. A preview
panel at the bottom shows a summary of the PNR currently selected in
the list. Select a PNR in the list and click on Open PNR.

How to Display PNR Information per Passenger

In the Passenger Details panel on the PNR tab, click on a blue passenger name
to display only PNR information related to this passenger in a new tab.
Up to nine tabs for different passengers can be displayed.
How to Compare PNRs

1. Search for the PNRs you want to compare.
The PNRs matching your search are displayed in a list.
2. To compare the PNRs, press the CTRL key and click on up to three rows.
3. Click on Compare PNR.
The Compare PNRs window displays the PNRs.
4. To view details about a PNR, click on Open.
Understanding the PNR Tab

What Is the PNR Tab?
When you retrieve an existing PNR (or end-transact a new one), its complete
details are displayed in the PNR tab of the PNR page. The PNR tab consists of a
PNR header area, and the following information panels:
• Passenger Details
• Itinerary Details
• Non-Air Bookings
• Special Services Request (SSRs) and Auxiliary Services (SVCs)
• Remarks, Other Service Information (OSI), Special Keyword (SK)
• Option Queues
• Form of Payment
• Fare Elements
• E-Ticket and Electronic Miscellaneous Document (EMD) Information
52 Edition 3.3
By default the panels are expanded if they contain information, or collapsed if

they are empty. To collapse or expand a panel, click on the panel's arrow icon
. To collapse or expand all panels, click on Collapse All or Expand All.
You can only display the PNR tab if the PNR contains at least one passenger or a
flight segment.
Explanation: PNR Header

At the top of the PNR, some important information is displayed, including where
and when the PNR was booked, who booked it, and the record locator.
 PNR number
Either 'New PNR' for a new PNR, or 'PNR [record locator]'.
If a retrieved PNR has been modified and not yet end-transacted or ignored, an
asterisk is displayed next to the PNR number. . (This indicator is
not shown after voiding, refunding, or revalidating an e-ticket.)
 Responsible Agent
This is the last agent who modified the PNR (not the one who has originally
created the PNR). A four-letter code is shown consisting of the agent's initials and
the duty code.
 Creation On [date] By [office ID], [agent sign]
 Header tags, if available.

For more information, refer to Explanation: PNR Header Tags on page 54.
 Link to Departure Control System (DCS) Information.
 Responsible Port
The office ID of the agent currently working on the PNR.
 Queuing Port
The office IDs of the default queuing office.

 If the PNR is a non-commercial PNR, this is indicated by the entry "PNR Type:
NCP". In this case, the PNR can only be viewed. Non-commercial PNRs can only
be modified in the Cryptic window.
 Link to Get Waiver Conditions

See Viewing Dynamic Waivers on page 115.
 Links to other windows. See also:

• Retrieving PNR History on page 111
• Displaying TST History on page 179
• Displaying a PNR in Cryptic Mode on page 122
Explanation: PNR Command Buttons

The following command buttons are displayed in the top right corner of the PNR
tab:
• Delay PNR
Click on this button to transfer the PNR to the delay queue. See How to Delay
Processing a PNR on Queue on page 341.
• Place On Queue
Click on this button if you want to store the PNR in a queue in order to work
on it later.
For more information, see How to Place a New or Retrieved PNR on Queue
on page 339.
• End Of Transaction (EOT)
Click on this button if you want to store or cancel the changes you have made
to the PNR.
For more information, see Saving or Ignoring a PNR on page 67.
Note: You can only save changes if you use the End of Transaction
button. Do not click on the Close icon as this might close the
application without saving your changes.
Explanation: PNR Header Tags

The PNR header information can be followed by one of the following tags:
Table: Explanation of PNR header tags
PNR Header Tag Explanation
RLR (Record Locator Return) At least one flight segment is controlled by an airline
that has sent its own record locator.
AXR (Associated Cross Indicates if an associate PNR exists.
Reference) The current PNR has been split or was created as a
result of a PNR split and is referenced in an associated
cross reference record (AXR).
To display the associated PNRs, click on the Show
Associated PNRs link in the top right corner.
See also When to Split a PNR on page 105.
54 Edition 3.3
PNR Header Tag Explanation
PTA (Prepaid Ticket Advice) The PNR contains a Prepaid Ticket Advice (PTA).
or TPM TPM is shown if additional charges are collected that
are not covered by the amount originally paid for the
PTA.
HFR (Historical Fare Record) One or more historical fare records are stored.
MSC (Married Segments) Indicates that Marriage rules might apply (At least one
marriage exists in the PNR).
RLP (Profile Indexing) Indicates that the PNR was created from a profile
(traveller, corporate, or both).
C** (Pending claim) The PNR has been claimed by an agent using another
GDS, but this is not yet confirmed.
CLM (PNR claimed by 3rd The PNR has been successfully claimed by an agent
party) using another GDS.
Explanation: Passenger Details Panel

The Passenger Details panel contains the names of the passengers booked on
this trip. For each passenger, additional information is displayed, for example
contact information and frequent-flyer number.
Links are provided to add, modify or delete passengers or split the PNR.
Click on a passenger name to open a new tab displaying only the information and
elements related to this passenger.
Use the quick entry fields to create a main contact (AP) element, without having
to open the Passenger and Contact Information window.
Other customer-specific links may be available that are not shown here.
Explanation: Itinerary Details Panel

The Itinerary Details panel shows the flight segments booked for this trip.
Links are provided, for example, to rebook flights or price the trip.
If a segment requires agent attention and intervention, the advice code is

highlighted in red in the Status column.

Note: Depending on your ARD Web implementation, the Aircraft column

may not be displayed.
Explanation: Non-Air Bookings Panel

This panel is only displayed if there are non-air bookings associated with the
PNR, such as hotel or surface segments.
The information is in display mode only. The bookings are created, modified and
deleted in an external travel management application. The data is sent to ARD
Web by the Amadeus Central System.
For more details, see Viewing Hotel Bookings on page 121.
Explanation: Special Services Requests (SSRs) and Auxiliary

Services (SVCs) Panel
The Special Services Requests (SSRs) and Auxiliary Services (SVCs) panel
shows the special services that have been created for the individual passengers
and flight segments.
For more information, see Adding Special Service Requests on page 70 and
When to Use an SVC Segment on page 79.
If multiple services are added to the PNR, the order in which they are displayed is
defined by your airline.
If an SSR or SVC requires agent attention and intervention, the advice code is
highlighted in red in the Status column. For a group set of services, if all services
have the same status, then that status is shown for the group. Otherwise the
Status column will show the entry Check.
If an automatically priceable service exists, or if an EMD linked to one other the
services present in the PNR exists, the EMD Info column shows the status of the
EMD, such as Ticketed, Not Ticketed, Voided or Refunded. If an EMD has been
entered manually, the status is shown as Unknown. For a ticketed EMD, clicking
on the associated EMD number opens up the EMD tab.
If the service is not covered by an EMD, the EMD Info column displays:
56 Edition 3.3
• A dash (-) for manually priceable or non-chargeable services.

• 'Not Ticketed' for automatic priceable services.
Explanation: Remarks, Other Service Information (OSI), Special

Keyword (SK) Panel
Click on the tabs provided to display remarks, other service information (OSI) and
special keywords (SK). Each tab indicates the number of items currently stored in
the PNR.
For more information, see What Is a Remark? on page 80, Adding Other Service
Information on page 85, and What Is a Special Keyword (SK)? on page 86.
Explanation: Option Queues Panel

This panel displays the Queue Place (OP), Auto Queue Place (OPQ), Auto
Cancel Itinerary (OPX), Option Queue Warning (OQW) and Option Queue Cancel
(OPC) elements present in the PNR.
Click on Add/Modify/Delete to open the Option Queues window. For more

information, see What Is the Queue Option Element? on page 87.
Explanation: Form of Payment Panel

The Form of Payment panel shows the forms of payment already entered per
passenger. For more information, see Managing Payment on page 181.

Explanation: Fare Elements Panel

This panel displays any fare elements you have added to the PNR. You can add
elements from this panel, or during pricing.
Explanation: E-Ticket and Electronic Miscellaneous Document (EMD)

Information Panel
The E-Ticket and Electronic Miscellaneous Document (EMD) Information
panel contains two tabs:
E-tickets tab
This tab contains the following information:
 Ticketing arrangements
 E-tickets per passenger
 If an e-ticket was reissued, the following information from the original issue is
shown: issuing information, ticketing arrangement and the e-ticket number of the
original issue.
 Endorsement messages
EMDs tab
This shows the EMD number and issuing information. Clicking on the EMD
number opens the EMD tab.
58 Edition 3.3
In the Associated services section:

• The Code column displays a service code link. Clicking on this takes you to
the Special Service Requests panel.
• The Sector/O&D column shows the sector associated to the EMD coupon (in
the case of an SSR), or the origin and destination associated to the EMD
coupon (in the case of an SVC).
Adding Passengers and Contact Information

Adding passenger and contact information is the next step in the typical workflow
for a flight booking:
The above diagram shows the typical workflow, where you add passengers to
the PNR before pricing. Depending on your ARD Web environment, you may
have the option to perform pricing before adding passengers.
What Are the Rules for Adding Passengers?

The following rules apply to passengers in an itinerary:
• Before you can save the PNR, or before you price the PNR from the Pricing
tab, you must have added at least one passenger to the itinerary.
Note: Fare Display and Informative Pricing fare searches do not require
passengers.
• Once you have saved the PNR and a record locator has been generated, you
can no longer add passengers, but only update or delete them.
• For each passenger in your booking you need to enter their last name, first
name and passenger type code.
• A non-group PNR can contain up to nine passengers and a group PNR up to
99.
• An adult travelling with an infant who does not need a seat is counted as one
passenger.

What Is the List of Passenger Types?

Here is a list of commonly used Passenger Type Codes (PTC). Depending on the
setup, additional codes may be available.
Passenger Type Code Explanation
ADT Adult
YTH Youth
BNN Adult with age restriction (where NN is the age of the adult)
Example: B14
Note: The availability of PTC BNN depends upon the
configuration of ARD Web.
CHD Child
CNN Child (where NN is the age of the child)
Example: C09
INF Infant
INS Infant with seat
STU Student
UNN Unaccompanied minor (where NN is the age of the minor)
Example: U09
YCD Senior
What Is Contact Information?

Points of contact can be telephone or fax numbers or email addresses.
You enter contact information when you add the passengers to a PNR. You have
to enter at least one main point of contact for all passengers before you can save
the PNR. You can also enter additional contact information for each passenger.
A PNR can contain up to 127 contact elements.
If you enter an email address to the PNR, you can send an e-ticket itinerary
receipt (ITR) by email when you issue the ticket.
You can also add the passenger's mailing or billing address, which allows you to
send tickets or itineraries to them in the post.
When to Add Passengers and Contact Information

You can add passengers and contact information to a PNR using two methods.
The choice of method depends upon whether you have already opened a PNR
and whether the passenger has a frequent-flyer number:
• If you have not already opened a PNR and the traveller has a frequent-flyer
number, you can retrieve the traveller's details and then create a PNR directly
from the traveller's profile page.
• If you have already opened a PNR, you must add the traveller's details to the
PNR.
Note: You can only add passengers before you save the PNR. Once you
have saved it and a record locator has been generated, you can
only update or delete, but not add passengers.
60 Edition 3.3
How to Add Passengers and Contact Information

1. You can add passengers from two places in ARD Web:
- From the Itinerary Details panel.
If you have booked flights in the Flight Search tab, the Itinerary Details
panel is displayed on the right.
Click on the Add/Update link in the Passengers panel.
- From the PNR tab.

On the PNR tab, go to the Passenger Details panel, and click on
Add/Update.

2. Enter the passengers.
In the Passenger Information panel, select the passenger type code and
enter last name and first name.
Repeat this for each passenger in the PNR.

3. Enter the main telephone number or email under which the passengers can
be contacted.
In the Main Contact Information panel, enter the contact type and enter the
details - the phone number or email address, for example. If no contact
information is provided, select No Contact.
4. Enter any additional points of contact.

a) In the Passenger Contact panel, enter the contact type and the details.
b) In the Passenger Association field, click on and select the

passenger to whom the contact belongs.
5. Save your changes.
Click on Apply to save your changes and continue working in this window, or
on Apply and Close to save your changes and close the window.
How to Add a Frequent Flyer Number

1. Create the passenger.
2. Once you have entered the passenger's last name, click on the Find Number
link.
• If exactly one frequent-flyer number for the passenger's last name is found in
the database, it is automatically entered in the FF Number column. If contact
information is available, it is also automatically added.
62 Edition 3.3
• If more than one frequent-flyer number is found, the Frequent Flyer Profile
Search window opens, showing a list of passengers with matching last
name.
Select the correct passenger and click on Add FF Number.

Frequent flyer number and contact information are added to the Passenger
and Contact Information window.
Note also that any Automatic Passenger Notification (APN) elements are
imported automatically and displayed as read-only in the Passenger and
Contact window to prevent modification.
• If no number is found, you can manually add a special service request. See
How to Manually Enter a Frequent Flyer Number on page 75 for more
information.
How to Add an Infant

A child up to the age of two years is considered an infant.
You can add an infant with or without a seat:
Infant Without a Seat

1. In the PNR tab, go to the Itinerary Details panel or in Passenger Details
panel, and click on Add/Update.
2. Enter an adult passenger with the Passenger Type Code ADT.
3. Select the Infant check box.
An extra line is added after the adult passenger.
4. Enter the infant's last and first name as well as the date of birth.
The date format is DDMMMYY.

A special service request INFT is automatically created.
Infant With an Extra Seat

1. In the PNR tab, go to the Itinerary Details panel or the Passenger Details
2. Enter an infant passenger with the Passenger Type Code INS.
3. Enter the infant's last and first name as well as the date of birth.
The date format is DDMMMYY.
Note: You now need to manually create an Infant with Seat special service
request. See How to Create a Special Service Request on page 71.
How to Add a Child

A passenger between 2 and (depending on the airline) 11 or 14 years of age is
considered a child.
If you want to add a child passenger, you have two options:
Enter the Date of Birth

1. In the Passenger and Contact Information window, select CHD as
passenger type.
2. Enter the date of birth.
3. Click on Apply to add the information to the PNR.
A special service request CHLD with the date of birth is automatically created.
Enter the Child's Age

1. In the Passenger and Contact Information window, select CNN as
passenger type.
2. Enter the current age.
3. Click on Apply to add the information to the PNR.
Note: You need to manually add a CHLD special service request with the
child's age.
How to Add a Passenger From a Profile

1. In the PNR tab, go to the Itinerary Details panel or the Passenger Details
2. In the Search Member field, enter one of the following parameters:
- The passenger's frequent-flyer number
64 Edition 3.3
- The passenger's last name and, optionally, first name
If the frequent-flyer profile can be found, the passenger's name and any
contact information stored in the profile are imported.
How to Add a Passenger With Cabin Baggage

1. In the Passenger and Contact window, select the Cabin Baggage check
box for the appropriate passenger.
2. Add a Special Service Request (SSR).
3. In the Special Services Requests window, select Cabin Baggage from the
Services list and fill in the required fields.
Note: You can only book one extra seat per passenger. A single ticket is
issued for the passenger and the cabin baggage.
How to Add a Passenger With an Extra Seat

1. In the Passenger and Contact window, select the Extra Seat check box for
the appropriate passenger.
2. Add a Special Services Request (SSR).
3. In the Special Services Requests window, select Extra Seat from the
Services list and fill in the required field.
Note: You can only book one extra seat per passenger. A single ticket is
issued for the passenger and the extra seat.
Adding the Ticketing Arrangement

What Is the Ticketing Arrangement?
The ticketing arrangement element indicates the type of ticketing arrangement for
the booking. It indicates when and where the tickets are to be issued to the
passengers. A PNR can contain up to 127 ticketing elements.
What Are the Available Ticket Arrangement Types?

The table below describes the options you have for the ticketing arrangement:
Type Description
Issue (OK) The ticket is issued immediately.

Office ID, date and time cannot be changed.

Type Description
Time Limit (TL) Ticketing will be requested at the specified date and time.
You can edit office ID, date and time.
If queues are used in your office, the PNR is automatically
placed on queue 8, category 1.
Cancellation Limit (XL) The ticket is automatically cancelled if it is not issued by the
specific date/time.
Note: It is mandatory to enter a date.
When to Add the Ticketing Arrangement

Before you can save a PNR, a ticketing arrangement must be entered for all
passengers and segments.
If you have not entered ticketing arrangements when you save a PNR, the
system will automatically add an OK ticketing arrangement.
If you need to change the ticketing arrangements, you can delete the existing
ones and then add new ones.
How to Add the Ticketing Arrangement

Prerequisites: Your PNR must already contain an itinerary and a passenger.
1. On the PNR tab, go to the E-ticket and Electronic Miscellaneous
Document (EMD) Information panel.
2. Click on Set Ticketing Arrangement.
The Ticketing Arrangement window opens.

3. Select the ticketing arrangement type. Then fill in the office ID, date and time
if necessary.
4. If you want this ticketing arrangement to apply only to specific passengers or

segments, select them.
By default, the ticketing arrangement will apply to all passengers and
segments.
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5. Click on OK.
The window is closed and the ticketing arrangement is added to the PNR tab.
Saving or Ignoring a PNR

What Is End of Transaction?
Each time you create a PNR, or add an element to an already existing one, you
can either save your changes or ignore them. This is referred to as End of
Transaction (EOT).
When to Save a PNR

You can save a PNR once it contains the following mandatory elements:
• An itinerary
• At least one passenger (with contact information)
Caution: You should only save a PNR after you have added all the passengers
for the trip. Once you have saved the PNR, you cannot add more
passengers.
What Happens When You Save a PNR?

When you save a new PNR, it is stored in the distribution system and allocated
with a record locator. If no ticketing arrangement has been entered in the PNR, a
TKOK element is automatically added.
When you save an existing PNR, all changes since the last save or ignore action
are stored in the system.
How to Save a PNR

1. Click on End of Transaction in the top right corner of the PNR tab.

The End of Transaction window opens.
2. Choose between:
- Save and Redisplay PNR
Saves all changes to the system and then reopens the PNR tab. In the
case of a new PNR, the record locator is created.
- Save and Close PNR
Saves all changes to the system, closes the PNR and displays the Home
page.
3. In the text field, enter the person who asked you to create or modify the
booking.
This entry creates a Received From (RF) element in the PNR.
4. Click on OK.
All changes are saved to the system.
Caution: Do not click on the Close button , you might lose all your unsaved
changes. If you click on it, make sure you select No in the message
that appears in order to return to your PNR. Then click on End of
Transaction and save your data.
The Received From (RF) field is empty for the first End of Transaction (EOT).
For subsequent EOTs, previously entered text is retained, and highlighted by
default, allowing easy updating if necessary.
How to Save a PNR and Update Advice Codes

If you save a PNR that contains waitlisted segments, special service requests
(SSRs) or other service information elements (OSIs) that have been confirmed by
the airlines, their status codes need to be changed (see What Are PNR Segment
Status Codes? on page 46).
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In this case a warning is displayed saying that the PNR has not been saved.
To save the PNR, follow these steps:

1. Click on Back to PNR to display the PNR.
2. Inform the passenger about the elements with the Advice Status codes.
3. End-transact the PNR again. This time, select the Change Advice Code
option.
The Advice Status codes will be changed to Holding Confirmed Status
codes.
How to Ignore a PNR

1. Click on End of Transaction in the top right corner of the PNR tab.
2. Choose between:
- Ignore and Redisplay PNR
Ignores all changes since the last save or ignore action and then reopens
the PNR tab.
This option is disabled for a new PNR.
- Ignore and Close PNR
Ignores all changes, closes the PNR and displays the Home page.
3. Click on OK.
All changes are cancelled.
What Happens When You Ignore a PNR?

You can ignore a PNR at any time during creation or modification.
When you ignore a PNR during creation, all elements are cancelled, and any
flight bookings are returned to inventory.
When you ignore an existing PNR, all the changes that you made since it was
last saved are cancelled. However, if you issued any e-tickets, these cannot be
ignored.

Adding Optional Information to a PNR

You can add special service requests and other optional elements at any time to
your PNR. However, you will typically do this before you continue with the pricing.
Adding Special Service Requests
What Is a Special Service Request (SSR)?

You use a special service request (SSR) to request a special service for a
passenger, such as special meals, seats, wheelchairs and other services.
The airline or airlines concerned need to confirm the request. This is done
automatically for most airlines. If a manual confirmation is required, the PNR is
automatically placed on a queue.
You can also use an SSR to add passenger information such as:
• Advance Passenger Information.
• Form of Identification.
• Emergency Contact.
• Reason for Travel (for US citizens travelling on any carrier to or from Cuba,
non-US citizens travelling on US flag carriers to and from Cuba, and all
passengers travelling on a non-stop flight from a point in the US to Cuba).
A PNR can contain a maximum of 127 active SSR elements.
What Is a Chargeable SSR?

Charges can apply to special service requests. Chargeable SSRs are indicated
with a symbol. You create, delete and modify chargeable SSRs in the same
way as non-chargeable SSRs.
For details on pricing chargeable SSRs, see Pricing Ancillary Services on page
159.
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How to Create a Special Service Request

1. On the PNR tab, go to the Special Service Requests (SSRs) and Auxiliary
Services (SVCs) panel, and click on Add Special Service.
The Special Service Request window opens.
2. In the Services list on the left, navigate to the service category you want to
request.
If you do not see the service category, expand the subcategories until you
find it.
3. Select the service.
The pane on the right is updated with the information you need to enter in
order to create the service request.
4. Select the passengers and the flight segments for which you want to request
the service.
This is only necessary if the service applies to specific passengers or
segments only.
5. Fill in the information required to create the service request.
The information you need to enter varies depending on the service type.
Make sure you read any explanations displayed on the screen carefully.
6. Click on Add SSR to create the SSRs for the selected passengers and
segments.
The new SSRs are added to the PNR and the Services Summary at the
bottom of the Special Service Request window is updated.
The Services Summary is expanded to show the SSRs you have added.
Note: The availability of this feature depends upon the configuration of
ARD Web.
In some cases, other elements related to the SSR are created automatically.
Example: Remarks and OSI elements for Meet and Assist SSRs
Note: These elements are not displayed in the Services Summary. They
can only be seen on the PNR tab.

In other cases you need to create additional elements manually

after you have created the SSR. This will be indicated on the
screen.
7. Click on Close to return to the PNR tab.
How to Delete a Special Service Request

1. On the PNR tab, go to the Special Service Requests (SSRs) and Auxiliary
Services (SVCs) panel.
2. Do either of the following:
- To delete an SSR for all sectors, click on Delete Set.
- To delete SSRs for one sector, click on the '+' sign, to expand the set,
then click on Delete.
Note: Services containing airline associated elements, such as OSI and OP,
are split by airline not by service.
How to Add a Meal Request

Add a special service request, and in the Special Service Request window,
select Meal from the list of services.
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You can add the meal in one of the following ways:

• Enter the meal code or name directly in the search field.
If a list with several meals appears, select the correct one. Click on Add to
add the meal request to the PNR.
• Select the meal from the list provided.
The meals are grouped by category. Expand an individual category or use
the Show All or Hide All links to expand or collapse all categories.
Click on Add SSR to add the meal request to the PNR.
How to Reserve a Seat from a Seat Map

select Seats from the list of services.
The seat map for the first flight is displayed.
Consider the following:
• You can select one or more passengers, but only one flight segment at a
time.
• Once you have added a seat request for a passenger and segment
combination, the next passenger/segment is automatically selected in the
Passenger Association and Sector Association lists.

• To add seat requests you can:

- Highlight different seat types in the seat map by selecting them in the
Filter seats list.
- Enter the seat number directly in the Seat number field.
Use the following formats: 28A or 28A-C or 28A,28B,28C.
- Click on a seat in the seat map.
As you place the cursor over the seats, tooltips with additional information
on each seat are displayed.
Pricing information for the seat may also be displayed. This pricing
information can include the seat price and commercial name, the pricing
description and the policies for refund, exchange and commission.
Note: The availability of this feature depends upon the configuration of
ARD Web.
How to Enter a Seat Preference Without a Seat Map

If a seat map is not available for a flight, you can still add a special service
request containing your traveller's seat preference.
select Seat Preference from the list of services.
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• To reserve a specific seat, select Seat Wish and enter the seat number in
the Seat Wish field.
• To enter the preferred seat type without specifying a seat number, select
Seat Preference and fill in the options.
• If a passenger is travelling with an infant, you can add a request for a
bassinet.
How to Manually Enter a Frequent Flyer Number

You can manually enter frequent-flyer numbers as a special service request.
You may need to do so if the frequent-flyer was not found in the database when
you created the passenger or if the traveller has different frequent-flyer cards for
different airlines.
select FQT from the list of services.


• When you add a frequent-flyer number, a validation request is sent. If the
number is validated, the frequent-flyer number is shown with a star in the
Service Summary panel (and on the PNR tab).
Manually Creating a Cabin Upgrade or Mileage Redemption SSR

You can use the IRU product to manually enter a cabin upgrade (FQTR) or a
mileage redemption (FQTU) SSR.
When you create a mileage redemption SSR, if any frequent-flyer number already
exists in the booking, a list of suggested frequent-flyer numbers is supplied in the
Frequent Flyer Account Number drop-down list. You can either choose a
number from the list, or enter a new frequent-flyer number.
Web.
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In the FQTR Redemption and FQTU Upgrade screens, the airline can choose
which fields are displayed and how they are labelled.
How to Enter the Form of Identification

To enter the passport number or another form of identification (FOID) for your
travellers, you need to add a special service request to the PNR.
select Form of Identification from the list of services.
• You cannot segment-associate the FOID. Instead, if the flight segments
contain more than one airline, you can add a different FOID for each airline.

Entering Advance Passenger Information
What Is Advance Passenger Information (API)?

Some destinations, such as the USA and Canada, require you to enter additional
passenger information for the Advance Passenger Information System (APIS).
This is done via DOCS, DOCO or DOCA special service requests:
• Primary travel document information DOCS - used for providing information
such as passport or national ID card details.
• Secondary travel document information DOCO - used for providing visa
information, for example.
• Passenger address information DOCA - used for providing the destination or
residence address, as required by the destination customs officials.
The documents and the information that need to be provided depend on the
destination country.
ARD Web can analyse the itinerary automatically to determine the destination
country. Depending upon the destination country, some of the documents (such
as DOCS, DOCO and DOCA) may become mandatory.
Web.
How to Enter Advance Passenger Information

select API from the list of services.
• Select one passenger at a time and create the necessary documents.
Exception: Passengers travelling with an infant:
- If the infant shares the passenger’s passport, select both passenger and
infant rows. Only one document will be created, and the information
entered will be applicable to both the passenger and the infant.
- If the infant is travelling with his/her own passport, select either the adult
or the infant and enter the document information separately.
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• If the Destination country field is automatically selected, you can change

this country if necessary.
Adding Manual Auxiliary Segments (SVCs)
When to Use an SVC Segment

For standalone services that do not need to be associated to a flight segment,
like lounge access, airline vouchers, mugs, T-shirts, group deposits and so on,
you enter a manual auxiliary segment (SVC) in the PNR.
What Are the SVC Segment Characteristics?

An SVC service segment has the following characteristics:
• It must be entered with an HK (holding confirmed) action code.
• It can be associated with one passenger only.
• A service segment (SVC) is not sent to the airline system and is not
transmitted to the airline's Departure Control System (DCS). This means that
it is not taken into account for reservation or booking purposes by the airline.
Note: It is therefore not recommended to use a manual auxiliary segment
for excess baggage, because the airline does not receive this
information.
• When you file the PNR, the SVC segment is stored in the PNR and in the
PNR history.

How to Create a Manual Auxiliary Segment

1. On the PNR tab, go to the Special Services Requests (SSRs) and
2. Click on Add Auxiliary Service.
The Auxiliary Service (SVC) window opens.
3. In the Services list on the left, navigate to the service type you want to
request.
If you do not see it, expand the subcategories until you find it.
4. Select the service.
The pane on the right is updated with the information you need to enter in
order to create the service request.
5. Select the passengers for whom you want to request the service.
This is only necessary if the service applies to specific passengers.
6. Fill in the information required to create the service request.
The information you need to enter varies depending on the service type.
Make sure you read any explanations displayed on the screen carefully.
7. Click on Add SVC to create the SVCs for the selected passengers.
The new SVCs are added to the PNR. The SVC Summary at the bottom of
the Auxiliary Service (SVC) window is also updated with the new SVCs.
In some cases, other elements related to the SVC are created automatically.
Note: These elements are not displayed in the SVC summary. They can
only be seen on the PNR tab.
Note: In other cases you need to create additional elements manually
after you have created the SVC. This will be indicated on the
screen.
8. Click on OK to close the window and return to the PNR tab.
Note: To modify the SVC, click on the SVC tab and click on Modify Set.
Adding Remarks
What Is a Remark?
A remark element in a PNR contains additional comments or information about
passengers and their bookings. Different remark types are available, for example
general remarks (RM) that are visible for all offices and confidential remarks
(RC).
You can enter text in a remark, define who can see and update the remark, and
track who created a remark and when it was created.
You can add a remark using two methods:
• Add a quick remark directly from the PNR page.
• Add a remark using the Remarks window.
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Table: Adding a Remark - Comparison of Methods
Feature Method
Quick Remark Remarks Window
Associate remark with No Yes

specific names and flight
segments
Add all remark types Yes, except Yes
Confidential (RC) and
Invoice Adjustment (RIA)
Select security options No Yes
Add timestamp No Yes
Copy remark No Yes
If you do not include passenger or segment association in your entry, the system
applies the remark to all names and all flight segments in the PNR.
How to Add a Quick Remark

1. On the PNR tab of a PNR page, go to the Remarks, Other Service
Information (OSI), Special Keyword (SK) panel.
2. In the quick remark fields enter a remark type and the remark text.
In the remark text, you can enter both Latin and non-Latin characters using
UTF-8 character encoding (as defined by Unicode).
3. Click on Add.
The remark is added to the PNR.
How to Add a Remark Using the Remarks Window

2. Click on Add/Modify/Delete Remarks.

The Remarks window opens.
3. Select the remark Type.

4. If the remark applies only to specific passengers and segments, select the
passengers and segments.
By default, the remark will be applied to all passengers and all segments.
5. Optional: Select the Security Options.
You can define which offices can see and update the remark:
- All Offices: Any office having access to the PNR can see and update the
remark.
- Corporate Family: Offices sharing the same corporate code and qualifier
as the office that created the remark (for example, 6X0) can see and
update the remark.
- Specific Offices: Only certain offices can see and update the remark.
Enter an Office ID to allow that office to see the remark.
Select Write access to allow the office to update the remark.
Select Extend rights to office's corporate family to delegate access to
the offices in the same corporate family.
- This Office Only: Only the office that created the remark can see or
update it.
The office that created the remark:
- Will always be able to display and update the remark, regardless of any
security options that are set.
- Is the only office that can update the security settings of that remark.
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6. Enter the Remark Details.

You can enter both Latin and non-Latin characters using UTF-8 character
encoding (as defined by Unicode).
7. Optional: Select the Timestamp and Signature check box to log the
following data when the remark was created or last updated:
- The user.
- The Office ID.
- The time.
When the remark has been added to the PNR, this information is displayed
as a link in the Info. column.
You can click on these links to obtain more information.
8. Click on Add Remark.

Several remarks can be added simultaneously. Longer remarks, except those
of type Invoice Adjustment (RIA), are split into several remarks.
How to Copy a Remark


3. In the list of remarks, locate the remark you want to copy and click Copy
Remark.

The details of the remark are prefilled.

4. Modify the details of the remark as necessary.
5. Click on Add Remark.
How to Modify a Remark


3. Select the remark.
4. Modify the remark.

You can only modify the Remark Details, the Passenger Association and
the Segment Association. All other options are greyed out and unavailable.
5. Click on Modify Remark.
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Adding Other Service Information
What Is Other Service Information (OSI)?

An Other Service Information (OSI) element contains special information
regarding a passenger or passengers in the PNR that is sent to the airline and
that appears in the itinerary.
Note: An OSI element is not a service request and therefore does not require
confirmation from the airline. Unlike SSR elements, OSI elements do
not result in the automatic placement of PNRs on queue if a response is
received from the airline.
How to Create an Other Service Information Element

1. On the PNR tab, go to the Remarks, Other Service Information (OSI),
Special Keyword (SK) panel.
2. Click on Add/Modify/Delete Other Service Information.
The Other Service Information window opens.

3. Enter the airline to which the OSI will be sent.
4. Enter the text for the OSI.
Example: 6X TCP5 WZ TQRDEF, with TCP meaning 'Travel Complete Party'
and TQRDEF being the PNR record locator.
5. If the OSI applies only to specific passengers, select them.

By default, the OSI will be applied to all passengers.
6. Click on Add OSI to add the OSI element to the PNR.

Adding Special Keywords
What Is a Special Keyword (SK)?

Some airlines have defined specific in-house service types, which are not defined
at industry level. They usually refer to special marketing services, such as
promotions or upgrade authorisations.
These keyword elements are included in the PNRs as special keywords (SK).
How to Create a Special Keyword

Prerequisites: In order to see a list of available predefined keywords, the PNR
must contain at least one flight segment.
1. On the PNR tab, go to the Remarks, Other Service Information (OSI),
Special Keyword (SK) panel.
2. Click on Add/Delete Special Keyword.

The Special Keyword window opens.
3. Select the special keyword type from the list of predefined keywords.
If the keyword you want to enter is not in the list, select Other.
4. Enter or modify the additional information required for the special keyword.
A sample entry is entered automatically that you can modify according to your
needs. Additional explanations are displayed directly on the screen to help
you use the correct format.
If you selected Other, you have to enter the information manually.
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5. If the special keyword applies only to specific passengers and segments,

select them.
By default, the special keyword will be applied to all passengers and
segments.
6. Click on Add Special Keyword to add the new keyword to the PNR.
Adding Option Elements
What Is the Queue Option Element?

You use the option element to place a newly created or retrieved PNR on a
specified queue in a specified office on a specified date. You can queue a PNR to
any office that has the authority to retrieve it. Up to eight option elements can be
included in each PNR.
Before you can enter an option element, the PNR must contain a name element.
The option element entry consists of the transaction code, followed by the
identification of the office where it is to be queued and the date on which it is to
be queued.
If you do not include a date or office identification in the entry, the system
includes today's date and the current office identification when it displays the
option element.
The default queue for non-group PNRs is queue 3, category 0. The default queue
for group PNRs is queue 87, category 12.
What Are the Queue Option Actions?

You use the Queuing Option tab to place the PNR on a specific queue on a
specific date automatically.
Note: Authorised airline offices that use the Amadeus Time Limit option (ATL)
can also use this window to create option elements that automatically
place the PNR on queue or automatically cancel itinerary segments.
The types of action are:
• ATL options:
- Option Queue Cancel (OPC): option used to track the ticketing time
limit, to initiate automatic cancellation of Automated Ticketing Limits
(ATL) associated segments, and to queue place the PNR after
cancellation.
- Option Queue Warning (OPW): notifies your office by queue placement
24 hours prior to the automatic cancellation of the air segments that are
associated to an ATL.
• Manual options:
- Queue Place (OP): automatically places the PNR on queue on a
specified date.
- Create Confidential Option to Auto Queue-Place (OPQ): for
authorised airline offices only. This element also places the PNR on a
queue, but it is confidential and is only visible to the authorised office. If
you want to allow other offices to view, or view and remove this
confidential element, you must specify the queuing office ID.

- Create Confidential Option to Auto Cancel Itinerary (OPX): for

authorised airline offices only. This option automatically cancels the
itinerary segments at the date you specify if no ticket number exists.
Note: When the PNR is saved, confidential option elements will be removed
automatically if any of the following conditions apply:
- A ticket number is added to the PNR before the schedule segment
cancellation date.
- The owner of the PNR removes the related air elements.
- The owner of the PNR cancels the whole itinerary.
Explanation: Option Queue Information Messages

The following information messages are displayed above the PNR header, if they
apply:
• OPC date
• Ticketing Time Limit (TKTL) date
• Arrival Unknown (ARNK) segment arrival date
How to Add a Queue Option Element

1. In the PNR tab, go to the Option Queues panel, and click on
Add/Modify/Delete.
The Option Queues window opens.
2. From the Type drop-down list, choose the type of action, then fill in the
required fields.
3. Click on OK to add the option elements to the PNR.
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Adding Fare Elements
How to Create a Fare Discount (FD) Element

1. In the PNR tab, go to the Fare Elements panel and click on
Add/Modify/Delete Fare Discount.
The Fare Discount window opens.
2. Enter the fare discount details and click on Add Fare Elements.
3. Click on Close.
How to Create a Fare Miscellaneous (FS or FZ) Element

1. In the PNR tab, go to the Fare Elements panel and click on
Add/Modify/Delete Fare Miscellaneous

The Fare Miscellaneous window opens.
2. Select the element type (FZ or FS).

3. Enter the fare miscellaneous details.
For FZ elements: You may be able to select the details from a drop-down list
if these have been predefined.
4. Click on Add Fare Element.
5. Click on Close.
Copying a PNR
What PNRs Can Be Copied?
You can copy any PNR that you can retrieve. When you copy this source PNR,
the data it contains are copied into a new PNR.
What Data in a PNR Can Be Copied?

You can copy either the PNR data, the itinerary data or the passenger data,
depending upon the copy mode you select.
Table: Data Copied Depends Upon Copy Mode
Data Copied Copy Mode
PNR Itinerary Passenger

Data
Passenger information no no yes

Passenger contact information no no yes
Main contact information yes no yes
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Data Copied Copy Mode
PNR Itinerary Passenger

Data
Itinerary yes yes no

Services, SSR and SVC unassociated no yes
only
Remarks, OSI, SK unassociated no yes
only
Options no no yes
Form of payment yes no yes
Fare elements unassociated no yes
only
For group PNR: Group name yes yes yes
For group PNR: Passenger no no no
information
For group PNR: Group size yes yes yes
Note: For security reasons, concealed elements in the source PNR are not
copied unless the office ID requesting the copy has the rights to display
the elements.
How to Copy a PNR

1. Select the Copy PNR tool in one of the following ways:
- From the menu bar, select Tools > Copy PNR.
- From the Home page Tools drop-down menu, select Copy PNR.
The Copy PNR dialogue box is displayed, allowing you to select and retrieve
the PNR you want to copy.
2. In the Copy PNR dialogue box, enter your search criteria and click on the
Retrieve button.
The PNR is retrieved and the Copy Mode panel is displayed, allowing you to
select the copy mode and the copy options.

3. Select the Copy Mode by clicking on one of the following tabs:

- Copy PNR
Optional: In the Choose class of service panel, for each sector, you can
modify the Class of service.
Optional: In the Copy Options panel, you can modify the value of the
Number in party field.
Optional: In the Copy Options panel, to create an association between
the source PNR and the new PNR, select the Cross-reference both
PNRs check box.
- Copy Itinerary
Optional: In the Choose class of service panel, for each sector, you can
modify the Class of service.
Optional: In the Copy Options panel, you can modify the value of the
Number in party field.
- Copy Passenger Data
Select the check box of the passenger or passengers whose data you
want to copy.
4. When you have finished selecting the copy mode and options, click on the
Copy PNR button.
A new PNR is created and displayed.
Note: Although the new PNR has been created, it is not yet saved.
Copy Limitations
• A PNR containing more than 50 segments cannot be copied.
• If the source PNR contains system-generated elements, for instance FA
elements, these will not be copied to the new PNR.
• Non-homogeneous conditions will not be allowed in any PNR replication at
end transaction.
• If the source PNR is a third party PNR created by teletype message, an
Amadeus Cross Reference (AXR) cannot be created.
• If the source PNR contains a hotel segment which was originally sold in
Complete Access Plus or Direct Access Hotel, the hotel segment will be by-
passed, and all other segments will be replicated.
• Transitional Stored Tickets (TST), Prepaid Ticket Advices (PTA) and PTA
Phone Fields will not be copied to the new PNR.
• Segment types other than flight, car, hotel and non-automated segments (for
example, rail, insurance, or ferry) will not be copied to the new PNR. Any
attempt to copy those segments (for instance if the PNR contains only such
segments, or if such segments are specified through an option in the entry)
will trigger an error message. Mixed PNRs will still be copied but only the
currently supported segment types (flight, car, hotel and non-automated
segments) will be copied to the new PNR.
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Modifying a PNR
Handling Simultaneous Changes to a PNR
What Is a Simultaneous Change?

A simultaneous change is an attempt by two processes to modify the same PNR
at the same time.
ARD Web checks for simultaneous changes to a PNR between the moment the
PNR is retrieved and the moment the PNR is modified. If the system detects
simultaneous changes, it attempts to merge those changes.
Depending upon the type of changes made, a merge may, or may not, be
possible. The examples which follow illustrate these two situations:
Simultaneous Change: Merge Is Possible

1. Agent A retrieves a PNR.
2. Agent B retrieves the same PNR, adds a remark 'AGENT B REMARK' and
selects End of Transaction (EOT).
3. Agent A adds a remark 'REMARK FROM AGENT A' and then selects EOT.
The two changes are consistent with each other, therefore a merge is
possible and agent A can Save (or Ignore) the modified PNR.
Image: Simultaneous Changes Merged Into PNR
Simultaneous Change: Merge Is Not Possible

1. Agent A retrieves a PNR containing two segments.
2. Agent B retrieves the same PNR, removes segment number 2, and selects
EOT.
3. Agent A adds an SK element to segment number 2 and then selects EOT.
The two changes are not consistent with each other (agent A cannot add the
SK element to a segment which no longer exists), therefore a merge is not
possible and agent A cannot Save the change they have made.
Note: Merging of simultaneous changes to a PNR is, typically, not possible
when changes are made to the same PNR elements, or when PNR
elements referenced by one change are deleted in the other.
How to Save Simultaneous Changes

1. Retrieve a PNR, make your changes and then select End of Transaction
(EOT).

When there is a simultaneous change, the system displays a Simultaneous

Changes to PNR pop-up window.
2. Click on the Refresh and Go to PNR Details button.

The system refreshes the contents of the PNR.
3. Review the changes made to the PNR and either:
a) Accept the new details of the PNR: Select EOT > Save.
Or:
b) Reject the new details of the PNR: Select EOT > Ignore.
Limitations to Merging of Simultaneous Changes

Once a PNR has been retrieved, the system can only merge the first occurrence
of simultaneous changes made to the PNR. Any subsequent simultaneous
update made to the PNR cannot be processed by the system and will lead to a
Simultaneous Updates error message.
Rebooking Flight Segments
What Are the Rebooking Options?

If you need to modify a flight booking, you have the following possibilities:
• Modify an existing flight
You can modify the following information in a flight segment:
- Booking class
- Departure date
- Flight number
- Number of seats
If you rebook a flight segment, the associated SSRs are updated
automatically where possible. Remarks, OSI and SK elements are deleted
and need to be recreated manually.
Note: Rebooking is subject to the airline's authorisation and seat and fare
availability.
• Book a new flight and delete the original one
This method is only recommended if you cannot modify the original flight, or if
you need to modify other parameters, such as departure or arrival locations
or airline.
You need to perform a new search for available flights, book the seats and
then delete the original flight segments.
94 Edition 3.3
In this case you need to manually recreate all related SSRs, remarks, OSI
and SK elements.
Note: If the PNR has already been priced, make sure you check the fare
conditions before you rebook any flights.
If tickets have already been issued, you may have to revalidate or

reissue them. See Revalidating and Reissuing E-Tickets on page 201.
How to Rebook Class, Date and Flight Number

1. On the PNR tab, go to the Itinerary Details panel and click on Modify
Flights.
The Modify Flights window opens, showing all the flight segments in the
PNR.
2. Select the Change flight number/class/date tab.
3. Proceed with one flight at a time: For each flight that you want to rebook,
modify the following fields as required:
- Flight Number
- Class
- Date
Note: You can click on Restore to cancel the rebooking and restore the
original confirmed flight. However, this is only possible before you
have clicked on Apply.
4. Click on Apply to rebook this flight.

If the rebooking is successful, the status is shown in bold and the Apply and
Restore buttons are then disabled for the flight.
If the rebooking is not successful, alternative flights are displayed. See What
to Do If the Rebooking Fails on page 97 for more information.
5. When you have rebooked all flights, click on Close to return to the PNR tab.

How to Search for an Alternative Flight

1. On the PNR tab, go to the Itinerary Details panel and click on Modify
Flights.
The Modify Flights window opens, showing all the flight segments in the
PNR.
2. Select the Search alternative flight tab.
3. Enter the departure and arrival city, and the flight date.
In the case of group of flights, The Departure City and Arrival City fields are
prefilled with the origin of the first flight in the group, and the destination of the
last segment in the group.
4. Optionally select a different class and airline.
5. Click on Search to display the list of available flights.
6. Double-click on a flight in the class column.
The flight in the PNR is replaced by the one selected in the availability
display.
7. Click on Close to return to the PNR tab.
96 Edition 3.3
What to Do If the Rebooking Fails

If your attempt to rebook a flight is rejected, for example, because the requested
class is not available, the system searches for alternative flights. These flights are
displayed within the Modify Flights window.
You can now either:

• Select a class in one of the displayed flights and click on Apply to rebook.
Or:
• Click on Restore to cancel the rebooking and restore to the original
confirmed flight.
How to Rebook Class, Date and Flight Number for Married Segments
If a flight contains married segments, these can only be modified together.
Proceed as described in How to Rebook Class, Date and Flight Number on page
95. Consider the following differences:
• In the Modify Flights window, all married segments are grouped. There is
only one Apply button (and one Restore button) per group.
• If the rebooking fails for married segments, no alternative flights are
proposed.
How to Modify the Number of Passengers for a Flight

Limitations: You cannot modify the number of passengers for a segment in the
following cases:
• When this is prohibited by the airline, for example, because the flight
segment is a married segment, or contains SSRs.
• If the PNR has already been saved and a record locator exists.

• If the PNR is a group PNR.

To modify the number of passengers, proceed as follows:
1. Open the Modify Number in Party window in one of the following ways:
- In the Itinerary Details panel, click on Modify Number in Party.
- On the PNR tab, go to the Itinerary Details panel and click on Modify
Number in Party.
The Modify Number in Party window opens.

2. Enter the number of passengers at the top of the window.
The minimum is one and the maximum is nine.
Note: Make sure you enter the same number as you have passengers in
the PNR to avoid a Non-Homogeneous PNR (NHP).
3. Click on OK to book seats for the requested number of passengers.
98 Edition 3.3
Adding Frequent Flyer Profile Information
What Flyer Profile Information Can Be Imported into the PNR?

You can import the following basic passenger information into a PNR:
• Last name
• First name
• Frequent flyer number
• Contact details:
- Home phone number
- Office phone number
- Mobile phone number
- The email address
• Preferences:
- Meal
- Seat preference
- API
• Special keywords
• Remarks
How to Search for a Frequent Flyer Profile
Quick Search
1. Do one of the following:
- On the toolbar, select Member.
- On the Home page, expand the Retrieve/Modify menu, and select
Member.
2. In the text box, enter any combination of the following criteria, separated by
spaces:
- Frequent flyer number
- Last name
- First name
- Date of birth
The system displays the result or results.

4. Click on a profile to preview it, or double click on it to view the full profile
page.
Advanced Search
1. On the Home page, expand the Retrieve/Modify menu, and select Member.
2. Select Show Advanced Options.
3. Enter any combination of criteria in the appropriate text boxes. The '*' is
accepted as a wildcard character.
The system displays the result or results.
How to Import Frequent Flyer Profile Information into the PNR

Note: You can only import frequent-flyer information before you save the
PNR. You cannot import frequent-flyer information to group PNRs.
1. Retrieve the frequent-flyer profile or profile list. See How to Search for a
Frequent Flyer Profile on page 99.
2. Select the profile.
3. Optionally, click on Open Member to view the Frequent Flyer Profile and
verify that it is the correct profile.
4. Click on Add Member to New PNR.
The system displays the Add Member to New PNR window.
5. Select the PNR into which you want to import the profile, and click on OK.
The passenger's last name, first name and frequent-flyer number are
automatically copied to the PNR.
100 Edition 3.3

How to Import Additional Passenger Data to the PNR

1. Import the basic passenger information from the frequent-flyer profile. See
How to Import Frequent Flyer Profile Information into the PNR on page 100.
2. On the PNR tab, in the Passenger Details panel, click on Import FF Data.
The Import Frequent Flyer Data window opens.
Note: In the Notifications panel, an Automatic Passenger Notification (APN)

element that contains security elements will be displayed as read-only,
cannot be selected and will be imported automatically.
3. Select the data you want to import and click on Import Data.
The system imports the data into the PNR.
Note: If the transfer fails, the Import Data link disappears. To transfer the
data, retrieve the frequent-flyer profile or profile list and enter the data
manually.
Modifying PNR Elements
What Can Be Modified?

You can modify the following elements in a PNR:
• Passenger Name and Type: This is subject to restrictions. See What Is the
Difference Between Updating and Changing a Passenger? on page 102 for
more information.

• Contact: All phone and address elements

• Services: Some special and other services (only SSRs with free-flow text and
OSI elements).
• Remarks: All remarks, except the office ID in confidential remarks
• Ticket: Ticketing arrangement, queuing option (except the free-flow text), and
fare data (except the ticket number and invoice number elements)
Special keywords cannot be modified.
What Is the Difference Between Updating and Changing a

Passenger?
You have two options that allow you to modify passenger-related information:
Update and Change.
• Add/Update
The Add/Update link allows you to modify:
- Passenger Information: Last name, first name and title.
You can also add a frequent-flyer number if it has not yet been entered
and if the Find Number link is displayed. (If you have to change the
number displayed, you need to go to the Special Services Request
panel and delete the related SSR FQTV.)
Depending on the airline, a small change to the passenger name (to
correct a spelling mistake) may be accepted as a name update. If it is
rejected, you may have to use the Change option.
You cannot modify: Passenger type code, date of birth, infant request,
extra seat request, cabin baggage request and stretcher request.
- Contact Information: Contact type, details and passenger association.
• Change
You use the Change link if a different passenger is travelling. This option
allows you to:
- Enter a new last name, first name or title.
- Change the passenger type code.
- Add or remove an infant without a seat.
- Modify an child's or infants date of birth.
- Change the infant's name.
Note: If the change concerns the last name and/or first name, all the
passenger-associated elements are removed from the PNR (except
for the itinerary, fare, ticket and seat elements).
If an infant is added or removed, an SSR INFT is automatically created or
removed.
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If the passenger type is changed to CHD, an SSR CHLD is automatically

created. If the passenger type is changed into another type, the SSR CHLD is
automatically removed.
Note: Name updates and changes after depend on the airline policies and
may be rejected if the PNR has already been saved.
How to Update Passenger and Contact Information

- In the Itinerary Details panel, click on Add/Update.
Or:
- On the PNR tab, Passenger Details panel, click on Add/Update.
2. Update the information.


How to Change a Passenger

1. On the PNR tab, go to the Passenger Details panel and click on the Change
link next to the passenger you want to modify.
In a group PNR, click on a passenger name first in order to access this link.
The Change Passenger window opens.
2. Change the information.

3. Click on OK to process the changes.
Note: If the change concerns the last name and/or first name, all the
passenger-associated elements are removed from the PNR (except
for the itinerary, fare, ticket and seat elements).
If an infant is added or removed, an SSR INFT is automatically created or
removed.
If the passenger type is changed to CHD, an SSR CHLD is automatically
created. If the passenger type is changed into another type, the SSR CHLD is
automatically removed.
4. Enter information for the new passenger, for example contact points and
frequent-flyer number.
How to Modify Special Service Requests

1. On the PNR tab, Special Services Requests panel, click on Add Service.
The Special Service Request window opens.
2. In the SSR summary at the bottom, select an SSR.
The related information is displayed at the top.
3. Modify the editable information.
4. Click on Modify SSR.
Handling Non-homogeneous PNRs
What Is a Non-homogeneous PNR?

A non-homogeneous PNR (NHP) is a PNR in which:
• The number of seats in an air segment is not equal to the number of
passenger names.
104 Edition 3.3

• The number of seats booked within the air segments is not equal.
Where Is the Non-homogeneous PNR Condition Indicated?

The system automatically displays an NHP alert at the top of the PNR tab.
How to Handle a Non-homogeneous Condition

You perform this task after inserting all mandatory elements, and before you end
the transaction.
1. On the PNR tab, Itinerary Details panel, click on Modify the Number in
Party.
The Modify the Number in Party window opens.
2. In the Number in Party box, enter a number equal to the number of
passengers listed in the Passenger Details panel of the PNR tab.
3. Click on OK.
The PNR tab is updated and the NHP indicator is cleared.
Splitting a PNR
When to Split a PNR

You split a PNR when you wish to rebook a separate itinerary for one or more
passengers. This is because all passengers in a PNR must have identical flight
itineraries.
When you split a PNR, you create two separate PNRs:
• The original, or parent PNR.
• The associate PNR that will contain the new itinerary.

How to Split a PNR

Prerequisites: Before you can split a PNR you must ensure that your PNR
includes at least two passengers and has a record locator assigned. It must not
have any unsaved modifications (end-transact the PNR if necessary).
1. On the PNR tab, Passenger Details panel, click on Split PNR.
The Split PNR window opens.

2. Select the passengers who want to book a new itinerary.
These passengers will be moved to the new, associated PNR.
3. Click on Split PNR.

The associated PNR is displayed, showing the passengers selected for the
split.
All PNR elements (itinerary, contact, SSRs, etc.) that were not passenger-
associated are duplicated and also shown in the associated PNR.
All PNR elements associated to the passengers that are now in the associate
PNR are deleted from the parent PNR and added to the associated PNR.
Note: If you split a PNR and cause a minor (PTC: CNN, CHD or INS) to
become isolated from an adult in either the parent or associated
PNR, ARD Web raises an alert.
4. In the associated PNR, click on End of Transaction to save it.
Note: You are strongly advised to save the associated PNR before
making any changes to it.
You have the following options:
- Save and Close
Parent and associated PNRs are saved and closed and a message with
both record locators is displayed.
- Save and Redisplay
Parent and associated PNRs are saved, the parent PNR is closed and a
message with both record locators is displayed. When you close the
message, the associated PNR is redisplayed.
106 Edition 3.3

The Show Associated PNRs link is added to the PNR header.

Note: If, instead, you select one of the Ignore options, you will cancel the
split, ignore the associated PNR and restore the original PNR.
5. You can now modify the associated PNR and rebook the itinerary, for
example.
How to Display the Associated PNRs from an AXR List

Whenever a parent or associated PNR is displayed, a Show Associated PNRs
link appears in the PNR header. The list of associated PNRs is also known as an
associated cross reference or AXR record.
1. Click on the link to display the associate PNRs.
2. Select a PNR from the list to display it in a separate tab.
Deleting Flight Segments
How to Delete Individual Flights

Limitation: You cannot delete segments that have already been flown.
• In the Itinerary Details panel, click on the Delete link next to the segment
you want to delete.
Or:

• On the PNR tab, Itinerary Details panel, click on the Delete link next to the
flight segment you want to delete.
The flight segment is deleted immediately, without requesting your confirmation.

All associated elements, such as SSRs, remarks or OSI elements, are also
deleted.
If the PNR has already been priced, the related TSTs are updated or deleted: If
you only modified some of the segments, these segments are deleted from the
TST and the TST needs to be updated with the new itinerary. If you modified all
the segments, the TST is deleted.
Note: If you deleted a flight segment by mistake, click on End of Transaction
and ignore all changes.
How to Delete Married Segments

If you delete a flight segment and if this segment is a married segment, a
message is displayed, showing the associated married segments.
Select the Delete check boxes for all associated segments and click on the
Delete button.
108 Edition 3.3

How to Delete the Entire Itinerary

Limitation: You can only delete the entire itinerary if no segments have been
flown.
- In the Itinerary Details panel, click on the Delete All link.
Or:
- On the PNR tab, Itinerary Details panel, click on Delete All.
A confirmation message is displayed.

2. Click on OK.
All associated elements, such as SSRs, remarks or OSI elements, are also
deleted. If the PNR has already been priced, all TSTs are deleted.
Deleting PNR Elements
How to Delete a Passenger

Limitations:
• At least one passenger must remain in the PNR.
• If the PNR has already been saved and a record locator exists, you can only
delete passengers if this is the first action after opening the PNR. After the
deletion, you must save the PNR before you continue with other changes.
• You cannot delete passengers that have already been ticketed.
To delete a passenger:
On the PNR tab, Passenger Details panel, click on the Delete link displayed at
the end of each passenger's line.

Depending on the passenger type, the following happens:

• Child: The SSR CHLD associated to the child is automatically deleted as
well.
• Passenger travelling with an infant: The associated infant and the SSR INFT
associated to the infant are automatically deleted as well.
How to Delete an Infant Only

On the PNR tab, go to the Passenger Details panel, and click on the Change
link of the passenger to whom the infant is associated.
In the Change Passenger window, unselect the Infant check box.
How to Delete Contact Information

- On the Flight Search tab, Itinerary Details panel, click on Add/Update.
Or:
- On the PNR tab, go to the Passenger Details panel, and click on the
Add/Update.
2. To delete a point of contact, click on the Delete link in the relevant line.
How to Delete Special Service Requests

You can delete special service requests in two different ways:
• Delete special service requests from the PNR tab
1. On the PNR tab, go to the Special Services Requests (SSRs) and
2. Either click on Delete All to delete all SSRs, or click on Delete in a
specific line to delete the corresponding SSR.
The selected SSRs are deleted.
If other elements are associated to these SSRs, (for example OSIs and RMs
for Meet and Assist SSRs) these are also deleted automatically.
• Delete special service requests from the Special Service Requests window
1. On the PNR tab, go to the Special Service Requests panel, and click on
Add Service.
The Special Service Requests window opens.
2. In the SSR summary at the bottom, either click on Delete All to delete all
SSRs, or click on Delete in a specific line to delete the corresponding
SSR.
The selected SSRs are deleted.
Any other elements associated to these SSRs are automatically deleted as
well (for example, OSIs and RMs for Meet and Assist SSRs).
110 Edition 3.3

How to Delete Remarks, OSIs and Other Elements

1. On the PNR tab, go to the relevant panel.
2. Click on Delete All to delete all the elements in that section, or on Delete in a
specific line to delete the corresponding element.
Retrieving PNR History

What Is a PNR History?
Every PNR that is created has associated historical information, which is a record
of the creation of the PNR and any additions, modifications, cancellations, and
deletions that are subsequently made to it. The PNR history is updated at each
end of transaction entry.
Each time a modification is made, the modified data is stored in PNR history. For
each modification, history records the office identification, agent sign, duty code,
and the date and time of the modification.
If you retrieve a PNR but do not modify it, there are no entries made in the PNR
history.
If the modification is made using remote office logging, the IATA and office ID for
both the originating and the emulated branch are included.
Explanation: The PNR History Panel

The PNR header line appears at the top of the history. Subsequently, each
activity in the PNR is listed as a numbered element.
How Does Element Numbering Work?

The number for each element indicates when that activity was performed.
Activities that are associated with the creation of a PNR are numbered 000,
activities from the first modification of the PNR 001, from the second modification
002, and so on. Each modification and set of modifications is called a step.
Sample PNR History Display

 Original entries in the PNR, indicated by the sequence number 000
 Modifications to the PNR, indicated by the other sequence numbers 001/003
PNR Creation in History

At end of transaction during PNR creation, the following elements are added to
PNR history under step number 000: original names, air segments, auxiliary
segments, OSI and SSR elements, option elements, received from reference,
and a communications reference.
Note:: Any other PNR element created before the first end of transaction will
not appear in PNR history step 000.
000 ON/BLAKE S/MS JACKSON M/MR STOYLE D/MR
000 OS/LH 401 F 20SEP 5 JFKFRA LK3 530P 715A+1/NN *1A/E*
000 OS/CAR SK NN1 FRA 20SEP-21SEP ECAR/CF-/NN
000 RF-PAX CR-MUC1A0701 SU 0001AA 28FEB/1009Z
In addition to the step number, each element in history is marked with a two-letter
code, indicating the type of change that was made:
• ON is the code for Original Names. These are the names that were entered
when the PNR was created.
• OS is the code for Original Segments. These are the segments that were
entered when the PNR was created.
• RF is the code for Received From. RF is followed by the name entered by the
agent in the RF entry, the office ID, sign, date and time.
PNR Modifications in History

When an element is modified, cancelled or deleted, it appears in history with two
numbers. Here is an example:
001/003 CS/NW1799M 10DEC 4 MIADEN HK4 1315 1705/KK
The first number (001) indicates the stage at which the item was originally
entered in the PNR. The second number (003) indicates when the modification,
cancellation or deletion was made.
How to Display and Print a PNR History

1. Retrieve the PNR.
2. On the PNR tab, click on the PNR History link.
The PNR History window opens.
3. For explanations of the codes, click on Show PNR History Codes.
4. To filter the contents of a PNR history by element, select an element type
from the Filter by Element drop-down and click on Filter.
The PNR history display is refreshed based on your selection. To redisplay
the entire PNR history, click on Clear.
- To return to the PNR tab, click on Close.
- To print the PNR History, click on Print.
The system prints the PNR History on the local default printer.
112 Edition 3.3

Searching for Passenger Lists

What Is a Passenger List?
Passenger lists enable you to retrieve essential flight and passenger information
based on various criteria. You can request a passenger list for booked, cancelled,
or waitlisted passengers. A list can be displayed, printed, or queued or sent to
another user.
How to Search for a Passenger List

1. From the Home page, expand the Tools menu, then click on Retrieve
Passenger List.
The Retrieve Passenger List panel opens.
2. Enter the flight number and date.

3. Optionally, specify one of the Display options:
- Leg Display: For multi-leg flights, this option breaks down the passenger
list by leg instead of by segment level. You can also specify a board point
and/or off-point, in order to request a passenger list corresponding to a
specific leg only.
- Passenger Count: This option produces a multi-section display
containing passenger counters and passenger lists. The passenger
counter section contains the total number of passengers booked on the
flight as well as a split per booking class. In the case of multi-leg flights,
the passenger counters and passenger list are split per segment of the
flight that may be travelled.
4. Optionally, open and specify the following search criteria:
- Positive Search Options: criteria of passengers to be included in the
search results.
- Negative Search Options: criteria of passengers to be excluded from
the search results.
Note: Use a dash '-' to separate multiple entries.
5. Click on Retrieve Passenger List.
The Passenger List panel opens.

Explanation: The Passenger List Panel
 PNR record locator.
 Date on which the segment was booked.
 Booking office.
How to Print a Passenger List

1. Display the passenger list.
2. On the Passenger List display, do one of the following:
- To print at a local printer, click on Print.
- To print to remote TTY printers:
a) Click on Send to TTY Printers.
b) In the Send To TTY Printers panel, type in up to five printer
addresses separated by spaces '-'.
c) Click on Send.
The entire passenger list is printed up to a maximum of 5000 lines.
114 Edition 3.3

Queuing a Passenger List
What Is a Passenger List Queue?

A passenger list queue has the following characteristics:
• PNRs within the Passenger List are placed on the queue, not the Passenger
list itself.
• You can place PNRs from the Passenger List only onto queues 25 or 26.
• Queues 25 and 26 are special queues and have no date range.
• You can only place PNRs in queues for your own office.
How to Place PNRs on a Passenger List Queue

1. Retrieve the Passenger List. See How to Search for a Passenger List on
page 113.
2. Click on Queue Passenger List.
The system displays the Queue Passenger List window.
3. Select the queue number and category and click on Queue.
The system displays a message indicating whether the action was
successful.
Explanation: The Queue Passenger List Display
Queue Item Explanation
Number The options are 25 (default) or 26.

Category The range is 0 to 130.
Viewing Dynamic Waivers

What Is a Dynamic Waiver?
When unexpected events happen, such as strikes or aircraft security issues,
airlines can introduce commercial measures to enable their passengers to
change their tickets, or postpone their trips, at no extra cost.
To do this, airlines file dynamic waiver rules. A dynamic waiver rule is applied
automatically in ARD Web to any exchange request that matches the conditions
of the rule.
When on a PNR page, an airline agent can click on a link to view the details of
any dynamic waivers that might apply to the PNR.

How to View Dynamic Waivers

In the PNR header, click on Get waiver conditions.
The Dynamic Waivers pop-up window is displayed.

Note: The Get waiver conditions feature is not available for group PNRs.
Explanation: Dynamic Waivers Pop-up
• E-Ticket: The e-ticket number to which the waiver applies.

• Waiver Code: The code of the waiver.
• Coupon: The coupon number to which the waiver applies.
• Current Ticket Match: The location in the e-ticket that causes the waiver to
be applicable.
• Permitted Changes: The location changes that are permitted by the waiver.
• Date Range: The period of time during which the changes listed in Permitted
Changes can be applied.
Viewing Check-In Information

What Is Check-In Information?
The Check-in Information window allows you to view the passengers’ status
after flight departure. The information is in cryptic mode and is sent by the
Departure Control System (DCS).
Information is available only:
• For segments operated by your airline or by an airline with which an
extended ownership agreement exists (PDI indicator).
• If, the DCS indicator is set to YES in the agent local security profile (LSA).
116 Edition 3.3

How to View Check-In Information

To view check-in information from a Departure Control System (DCS), click on
DCS Information in the PNR header.
Explanation: Check-In Information
 Cryptic display of the Departure Control System information, as sent by Central

System.
 Explanation of the cryptic components in the Check-in Information.
Working With Group PNRs

What Is a Group PNR?
A group PNR is a type of PNR that allows an airline reservation agent to handle
parties of up to 99 passengers in a single booking.
Creating a Group PNR
How to Create the Itinerary for a Group PNR

1. In the Home page, click on the Group PNR link.
A New Revenue Group PNR tab opens and a search panel is displayed.
2. In the Select Search Type drop-down box, select Group Sectors.

3. Enter the departure and arrival locations.

- If you know the details of the flights (class and flight number), enter this
information in the appropriate fields.
Or:
- If you want to check availability, click on Check Availability.
This displays the Availability panel. For rows corresponding to a
requested sector, the first class of the first flight is highlighted by default.
You can sort this display using the arrows at the top of each column.
Select the flight required and click on Select.
5. Click on the Reservation Request button.
The segments are added to the itinerary in the Itinerary Details panel.
118 Edition 3.3

How to Create the Passenger List for a Group PNR

1. In the Itinerary Details panel of the group PNR you are creating, click on the
Go to Group Details button.
The Group Name panel is displayed.
Note: If necessary, you can quickly return to the search panel (for
instance, to update the sectors of the group PNR). To return to the
search panel, click on the Modify Itinerary button of the Itinerary
Details panel.
2. Enter a Group Name and click on the Validate Group Request button.
The group PNR page is displayed.
3. Enter the names and details of the passengers, either:
- One at a time, using the same procedure as for a PNR. See How to Add
Passengers and Contact Information on page 61.
Or:
- All at once, by importing a passenger list. See Importing a Passenger List
From a Spreadsheet below.
Note: In a group PNR, you can change the names of passengers, but you
cannot change the number of passengers.
Importing a Passenger List From a Spreadsheet
What Does a Passenger List Spreadsheet Contain?

A passenger list spreadsheet contains the details of all the passengers travelling
on a group PNR.
The spreadsheet, in csv or xls format, can contain:
• Up to 25 columns. Some of these columns are mandatory and some are
optional.
• Up to 99 rows. Each row contains the details of one passenger.
Table: Passenger List Spreadsheet Contents
Column Mandatory Description PNR Mandatory

or Optional element or Optional
created in PNR
element
LAST_NAME M Passenger's last name NM M

FIRST_NAME M Passenger's first name NM M
TITLE O Passenger's title NM O
(example: MR, MS, …)
PTC M Passenger's PTC NM M
GENDER O Passenger's gender DOCS M
(M, F, MI, MF or U)
DATE_OF_BIRTH O Passenger's date of birth DOCS M
(example: 23MAY85)

Column Mandatory Description PNR Mandatory

or Optional element or Optional
created in PNR
element
PASSPORT_LAST_NAME O Last name on the passport. DOCS O

If nothing is provided, the data
in the LAST_NAME field will be
used.
PASSPORT_FIRST_NAME O First name on the passport. DOCS O
If nothing is provided, the data
in the FIRST_NAME field will be
used.
PASSPORT_ O Middle name on the passport. DOCS O
MIDDLE_NAME
PASSPORT_NUMBER O Passport number DOCS O
PASSPORT_ O Passport nationality DOCS O
NATIONALITY (example: FR)
PASSPORT_ O Passport country of issue DOCS O
ISSUE_COUNTRY (example: FR)
PASSPORT_ O Passport expiry date DOCS O
EXPIRY_DATE (example: 18MAY18)
VISA_NUMBER O Visa number DOCO M
VISA_TYPE O Visa type (example: V, R, K) DOCO M
VISA_ISSUE_DATE O Visa issue date DOCO O
(example: 18MAY08)
PLACE_OF_BIRTH O Place of birth (example: Nice) DOCO O
VISA_PLACE_OF_ISSUE O Visa place of issue DOCO O
(example: Paris)
VISA_COUNTRY_OF_ O Visa country of application DOCO O
APPLICATION (example: FR)
ADDRESS_TYPE O Address type (example: R, D) DOCA M
ADDRESS_COUNTRY O Country (example: FRA) DOCA O
ADDRESS_DETAILS O Address details (street name, DOCA O
number, suite number and so
on)
ADDRESS_CITY O City DOCA O
ADDRESS_STATE O State DOCA O
ADDRESS_ZIP_CODE O Postcode DOCA O
Image: Example Passenger List Spreadsheet
Note: The label of the column headers (in this example spreadsheet, Last
Name, First Name...) can be localised in a different language.
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During the successful import of a passenger list spreadsheet, for each row in the
spreadsheet, a passenger is added to the PNR. The contents of the row are
added to the appropriate Name Elements (NM) and special service requests
(DOCS, DOCO and DOCA) for that passenger.
How to Import a Passenger List Spreadsheet

Web.
1. In the Passenger List panel of the group PNR page, click on Import from
File.
2. In the dialogue box, select your spreadsheet file and click on the Open
button.
The file is uploaded and analysed for names and secure flight data.
The Import data from spreadsheet window appears and provides
information about whether the import was successful and, if so, how many
passenger records are ready to be added to the group PNR.
3. Click the Confirm button to add the passenger records to the group PNR.
For each row in the spreadsheet, a passenger is added to the PNR. The
contents of the row are added to the appropriate Name Elements (NM) and
special service requests (DOCS, DOCO and DOCA) for that passenger.
Viewing Hotel Bookings

How to View a Hotel Segment Booking
1. In the PNR tab go to the Non-air Bookings panel.
This panel displays the hotel segments that have been booked in the PNR
and received from the Amadeus Central System. A hotel segment can be:
- Active (HHL): The hotel is part of the Amadeus hotel list.
- Auxiliary/manual (HTL): The hotel is not part of the Amadeus hotel list.

2. Click on the Full Details link to open the Hotel Full Details window.
Displaying a PNR in Cryptic Mode

What Is Cryptic Mode?
If you display a PNR in cryptic mode, it is displayed with all its elements in a pure
text display, without any graphical elements.
All PNR elements are displayed with sequential numbers.
You can display a PNR in cryptic mode, for example, to check elements that are
currently not supported in ARD Web.
Note: Cryptic mode in ARD Web is a read-only display. You cannot enter any
cryptic commands.
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How to Display a PNR in Cryptic Mode

On the PNR tab, click on the Cryptic Display link in the top-right corner.
The PNR is displayed with all its elements.
Setting Up PNR Security

What Is PNR Security?
Amadeus PNR Security allows you to set up special security rules to allow or
disallow a PNR from being accessed by one or several offices.
PNR security functions may allow access to a PNR even when there are no other
special agreements in place. The functions generally override Amadeus
Extended Ownership agreements (EOS) when these exist, except in the case of
a PNR or a reverse access claim.
Unlike change of ownership, individual PNR security allows you to share PNR
viewing and/or updating and ticketing features without losing control of the PNR.
Receivers are identified by the following IDs:
• Global Core Amadeus Office ID
• IATA numbers
• Pseudo Office ID
You can only specify one security element for each receiver type.
Table: Security Definitions
EOS Extended Ownership Security. The EOS agreement controls the way that
agents and offices can retrieve PNRs created by other offices or
corporations.
ES See 'Security element'.
Security Specifies the access permissions given to a receiver type for a particular
element PNR. For example, read, write, no access.
Receiver An office or a group of offices or the corporation that gets access to an
individual PNR from the owner.

Setting PNR Security Options
How to Create Security Elements

1. In the PNR header, click on PNR Security.
The system displays the ES Elements window.
2. Select or enter the required information:
- Receiver Type.
- Receiver ID. (For format details, see Explanation: The Receiver ID Field
on page 125.)
- Access Rights.
Note: Airlines Airport Ticket Offices/City Ticket Offices can use 'Read
and Ticket Access' rights only in third party PNRs.
3. Click on Add/Modify ES.
4. Repeat these steps until you have specified a maximum of one security
element for each receiver type.
Note: If you add a second security element of a particular type, it will
replace the existing one.
5. Click on Close.
How to Modify Security Elements

1. Open the ES Elements window.
2. Replace the existing security element completely. For example, you cannot
change only the Receiver ID or edit the Receiver ID field.
Either:
- Delete the existing security element and create the new one.
Or:
- Create the new security element and click on Add/Modify ES to
overwrite the existing element.
How to Delete Security Elements

1. Open the ES Elements window.
2. Click on Delete, or on Delete All.
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Explanation: The Receiver ID Field
Receiver Type Format Wildcard Options
Global Core Amadeus Total of nine alphanumeric City Code can be replaced by three
Office ID elements: asterisks ‘***’.
• City Code: three letters Corporate Code can be replaced by
• Corporate ID: two asterisks ‘**’ and when Corporate
Code is ‘**’, the Corporate Qualifier can
- Corporate Code: two also be replaced by one asterisk ‘*’.
letters
Thus Corporate ID can be ‘YYQ’, or
- Corporate Qualifier: one ‘**Q’, or ‘***’.
digit
Office number can be replaced by any
If a Corporate Code exists,
of:
there must be a Corporate
Qualifier to form the Corporate • Three asterisks ‘***’
ID • One digit plus two asterisks ‘N**’
• Office number: three digits • Two digits plus one asterisk ‘NN*’
IATA numbers Eight digits. The last one is the A single asterisk ‘*’.
check digit.
Pseudo Office ID Maximum 14 characters composed A single asterisk ‘*’.
of letters, digits or blanks (trailing
blanks being ignored).

Chapter 4
Searching for Fares
What Types of Fare Search Are Available?

In the Flight Search tab, you can view fares by using one of the following search
types from the Select Search Type drop-down list:
• Fare Display. See Requesting a Fare Display on page 128.

• Informative Pricing. See What Is Informative Pricing? on page 134.
• Informative Pricing & Availability. See What Is Informative Pricing? on
page 134.

Requesting a Fare Display

What Is a Fare Display?
A Fare Display lists all the possible fares for a single city pair (one-way or return),
with or without specific dates, airlines, class of service or other options. Each fare
listed includes a fare note.
The Fare Display does not provide information on the availability of the fares.
How to Make a Fare Display Request

1. On the Flight Search tab, select Fare Display as the search type.
2. Fill in the mandatory fields: From, To and Start Date.

3. Fill in any other criteria. Click on Show Advanced Search Options to see all
the available options.
4. Click on Search.
The available fares are listed.
5. To view details of a particular fare, click on the fare basis in the Fare column.
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Chapter 4 Searching for Fares
Explanation: Fare Display Search Options
Table: Fare Display Search Options
Panel Field Explanation
Global A global indicator is a two-letter code representing a

Indicator geographical region or a direction that the flight will take.
Global indicators are defined by IATA. They are used for
the pricing.
Enter the first letter. Any global indicators starting with this
letter are displayed in a drop-down list.
Example: EH for Eastern Hemisphere or TS for Trans-
Siberian.
Fare You can add up to three request types to display fares for
Request specific types of passengers only.
Type Select a request type from the drop-down list. You can then
click on Add to add another one or on Delete to delete it.
Example: Senior Citizen (CD)
Fare Type Published Published fares are fares created by an airline for a specific
route, but are not YY (common) fares.
For example, an airline may offer a discounted fare on a
non-refundable ticket or for flights that depart after 1900.
Nego/Priv. Negotiated or private fares are specific fares that are
negotiated between an airline and a private entity.
For example, an airline may have a contract with a certain
company where the employees of that company receive a
discounted fare if they book flights on the airline.
These are all types of non-public fares, namely:
• Private Fares: ATPCO Cat. 15 airline-published fares.
• Negotiated Fares: ATPCO Cat. 35 airline-published
fares.
• Amadeus Negotiated Fares: equivalent to Cat. 35 but
filed directly into the Amadeus system.
• Amadeus Dynamic Discounted Fares: These are
also called "percent-off fares" and filed directly into the
Amadeus system.
• Fare-By-Rule Fares: ATPCO Cat. 25 airline-published
fares.
View YY YY fares are common IATA fares, which are published by
Fare the airlines that fly a particular route. These are typically
full-fare, fully-flexible fares that, in theory, can be changed
freely between airlines. YY is used as a generic airline code
to represent these fares. Only international fare displays
show YY fares.
Select this option to only display YY fares.
Note: Once you select View YY Fare, any other
selected fare types are ignored and only YY
fares are displayed.
If you use this option, you can only specify up to two
airlines.

Panel Field Explanation
Corporate Corporate fares are any ATPCO Private Fares, ATPCO

Negotiated Fares, Amadeus Negotiated Fares or Amadeus
Dynamic Discount Fares that are associated with a
corporate code. For example, an airline may have a
contract with a certain company where the employees of
that company receive a discounted fare if they book flights
on the airline.
To display corporate fares, select the Corporate check box
and enter at least one corporate fare code. You can enter
up to six codes, separated by semicolons.
Fare Drop-down You can request to display only fares with specific
Restriction list restrictions.
Type Example: Refundable fares (RF) or No penalty (NPE)
Select a fare type from the drop-down list. You can then
click on Add to add another one or on Delete to delete it.
You can add up to five restrictions.
For some fare restrictions, for example for penalties, you
can enter an amount or percentage.
Note: These restrictions are only applied to ATPCO
fares (fares that use automated rules).
Taxes Include all / Select the option button to include/exclude the taxes in the
Exclude all price calculation for each fare.
Note: Tax and surcharge calculation in the Fare
Display is subject to certain limitations. To obtain
an accurate fare calculation, use the Pricing tab.
Fees Include all / Select the option button to include/exclude the fees in the
Exempt all price calculation for each fare.
Override Ticketing The default ticketing date is today's date.
Date You can enter a past or future date to price the flight
segments using the fare and rules from the date that you
specify. The date must be prior to the departure date of the
first segment.
Currency Fares Filed The currency of the start point of the trip.
override in
Convert Select Convert Fare in NUC to display the fares in Neutral
Fare in Units of Construction (NUC).
NUC This is a fictitious currency established by IATA that you
can use if you are calculating fares manually and need to
find the exchange rates between different currencies.
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Explanation: The Fare Display
Table: Fare Display Search Results
Column Explanation
Fare The header line shows information on the requested flight segments and
Display the fares (either one-way and round-trip fares or one-way fares only). It
header also indicates if taxes are included or not.
Example header for YY fares:
The header shows the departure airport, the destination airport and the
date for the requested segments, YY for common fares and the global
routing.
Example header for airline fares:
The header shows the departure airport, the destination airport and the
date for the requested segments, the global routing, the ticketed pointed
mileage (TPM) and the maximum permitted mileage (MPM).
Fare The fare basis code for the city pair.
Example: The fare basis VKWAP21 is created as follows:
V: Prime code, normally the booking code for the fare (V class)
K: Seasonal code, K for shoulder season
W: Part of the week code, W for weekend
AP21: AP for advance purchase, and 21 for a 21-day advance purchase
Click on the link provided to display the fare note.
OW One-way or half round-trip fares.
([currency If you requested one-way fares and they are not displayed, this means
code]) that they are not applicable to the itinerary.
Click on the link to display the fare breakdown.
RT Round-trip (RT) or double one-way fare.
([currency If you requested round-trip fares and they are not displayed, this means
code]) that they are not applicable to the itinerary.
Click on the link to display the fare breakdown.
B Booking class.
If there is more than one class, click to see all the classes used.
Penalty Penalty indicator:
• -: No penalty information.
• FN: Penalties apply. Click on the link to open the fare notes and
find more information.
• NRF: ticket is non-refundable.
• P50: 50% penalty.
• 50: unit of local currency.
• +/@: check instructions in fare note.
• Empty: fare is fully refundable and no penalties apply.

Column Explanation
Dates Date restrictions. The dates may be preceded by a character or letter.

Examples:
S31OCT The S means that this is a seasonal date.
+31OCT The plus sign (+) means that more restrictions apply.
(31OCT The open parenthesis '(' means that this date restriction
applies to the outbound travel only.
E31OCT The E means that the date is effective on or after 31
Oct. For additional information on date restrictions,
check the fare notes.
M31OCT The M means that the fare was modified.
X31OCT The X means that the fare was cancelled.
Note: Click on the date to display the fare notes and check for
additional information on date restrictions.
Days The days on which your customer must travel to qualify for the fare. If an
FN link appears in this column, click on it to see a full explanation in the
fare notes.
AP Advance purchase.
The advance purchase requirements. For example, 21 means that your
customer must buy the ticket 21 days in advance to qualify for the fare.
If an FN link appears in this column, click on it to see a full explanation
in the fare notes.
Min The minimum number of days that your customer must stay to qualify
for the fare. This can be a number of days, a number of months or a day
of a week.
Example: 7 means a minimum of seven days.
If a link appears in this column, click on it to see a full explanation in the
fare notes.
Max The maximum number of days that your customer can stay to qualify for
the fare. This can be a number of days, a number of months or a day of
a week.
Example: 1M means a maximum stay of one month.
If a link appears in this column, click on it to see a full explanation in the
fare notes.
Airl. The two-letter code of the airline that is offering the fare.
F The type of fare.
Example: Blank for public or N for negotiated or private and C for
corporate fares.
R Routing information.
An R in this column means a routing fare. Click on the appropriate R to
open the fare routing details and see the intermediate points through
which your customer can travel.
An M indicates a mileage fare with a limited amount of mileage.
Fare Note Click on the link to display the fare note.
132 Edition 3.3

Explanation: The Fare Record Details Display

If you click on a fare basis in the Fare column of in a fare display, the Fare
Record Details window shows the information from the filing record that was
used in constructing the fare.
The fare record information displays all details about the fare, including:
• Vendor
• Passenger type code
• Tariff category
• Fare class
• Fare type code
• Currency amount
• Currency code
Here is a sample fare record information display:

Requesting Informative Pricing

What Is Informative Pricing?
Informative Pricing allows you to estimate the fare for an itinerary, without
booking any flight segments. This is especially useful if you need to find the price
for an itinerary, but you are not yet ready to make a reservation.
You should use airport codes rather than city codes, so that the system can
calculate the appropriate taxes. You can specify options, such as passenger type
discounts, fare breakpoints or fare types.
You can price round trips with up to 16 flight segments or one-way trips with up to
15 flight segments.
How to Make an Informative Pricing Request

1. On the Flight Search tab, select the search type.
- Informative Pricing
Use this option to search for possible fares for the itinerary and the
passenger types you specified.
- Informative Pricing & Availability Search
Use this option to search for fares and available flights at the same time.
In this case, a fare list is displayed first, followed by the lists of available
flights.
134 Edition 3.3

2. Fill in the mandatory fields: From, To and Date.

You should use airport codes rather than city codes, so that the system can
calculate the appropriate taxes.
3. Fill in any other criteria. Click on Show Advanced Search Options to see all
the available options.
4. Click on Search.
The available fares are displayed.
Explanation: Informative Pricing Search Options
Table: Informative Pricing Search Options
Field Explanation
Global A global indicator is a two-letter code representing a geographical

Indicator region or a direction that the flight will take. Global indicators are
defined by IATA. They are used for the pricing.
Enter the first letter. Any global indicators starting with this letter are
displayed in a drop-down list.
Example: EH for Eastern Hemisphere or TS for Trans-Siberian.
Stopover You can manually enter stopovers where the passenger will interrupt
the trip. If a trip includes stopovers, the fares may be calculated
differently.
If you do not enter stopovers, the system will automatically calculate if
the trip includes stopovers.
A stopover takes place when a passenger arrives at an intermediate
point and is not scheduled to depart within 24 hours (or 4 hours within
certain geographies, see below).
More than 24 hours for fare components within the following
geographical areas:
• Between all international points.
• Between all domestic points except:
- Within the 50 US States and within Canada (see details
below).
- Between all points within New Zealand and within Australia
where a connection is permitted any time the same day (If a
passenger arrives at a point and leaves after midnight, a
stopover occurs).
- Between points within Brazil where the stop is 4 hours.
More than 4 hours for fare components within the following
geographical areas:
• Between points within the 50 US States and within Canada.
• Between Canada and the US (Transborder points).
• Between US/Canada and Puerto Rico/Virgin Islands.
• Between Puerto Rico and the Virgin Islands.
Fare Break Select the check box if you want to manually insert a fare breakpoint.
Point Fare breakpoints are used to split an itinerary in order to apply
different fares on parts of the itinerary. This may be necessary
because of fare construction rules (for example, mileage restrictions).
If you do not enter manual fare breakpoints, the system will
automatically determine if fare breakpoints need to be applied.
Example: A passenger is flying from point A to point C, via point B.
The fare from point A to point C doesn’t allow a stop in B. Therefore, a
single fare cannot be charged. The fare must be broken at point B.

Field Explanation
PTC/Discount You can search for fares with passenger type-related discounts only:
Codes Select the passenger type code from the drop-down list, then add up
to six discount type codes, separated by commas.
Fare Type Select the fare types you want to display. You can combine all
options:
Published Published fares are fares created by an airline for a specific route, but
are not YY (common) fares.
For example, an airline may offer a discounted fare on a non-
refundable ticket or for flights that depart after 1900.
Nego/Priv. Negotiated or private fares are specific fares that are negotiated
between an airline and a private entity.
For example, an airline may have a contract with a certain company
where the employees of that company receive a discounted fare if
they book flights on the airline.
These are all types of non-public fares, namely:
• Private Fares: ATPCO Cat. 15 airline-published fares.
• Negotiated Fares: ATPCO Cat. 35 airline-published fares.
• Amadeus Negotiated Fares: equivalent to Cat. 35 but filed
directly into the Amadeus system.
• Amadeus Dynamic Discounted Fares: These are also called
"percent-off fares" and filed directly into the Amadeus system.
• Fare-By-Rule Fares: ATPCO Cat. 25 airline-published fares.
Corporate To display corporate fares, select the Corporate check box and enter
at least one corporate fare code. You can enter up to six codes,
separated by semicolons.
Fare You can request to display only fares with specific restrictions.
Restriction Example: Refundable fares (RF) or No penalty (NPE)
Type
Select a fare type from the drop-down list. You can then click on Add
to add another one or on Delete to delete it. You can add up to five
restrictions.
For some fare restrictions, for example for penalties, you can enter an
amount or percentage.
Note: These restrictions are only applied to ATPCO fares (fares
that use automated rules).
Taxes Note: Tax and surcharge calculation in the Fare Display is
subject to certain limitations. To obtain an accurate fare
calculation, use the Pricing tab.
Include all / Select the option button to include/exclude the taxes in the price
Exclude all calculation for each fare.
Manage Click on the link to open the Manage Taxes window.
Taxes
Fees
Include all / Select the option button to include/exclude the fees in the price
Exempt all calculation for each fare.
Manage Fees Click on the link to open the Manage Fees window.
Surcharges
136 Edition 3.3

Field Explanation
Include all / Select the option button to include/exclude the surcharges in the price
Exclude all calculation for each fare.
Override
Ticketing Date The default ticketing date is today's date.
You can enter a past or future date to price the flight segments using
the fare and rules from the date that you specify. The date must be
prior to the departure date of the first segment.
POS Point of sale.
The point of sale is the city in which the ticket is sold.
If the ticket was sold in the country where your office is located, leave
this field empty.
If the ticket was sold in a different country, enter the three-letter IATA
code of the place where the ticket was sold in the POS field.
This will automatically change the point of ticketing (POT) as well and
change the currency on the ticket to the currency of the POT.
POT Point of ticketing.
The point of ticketing is the city in which the ticket will be issued.
By default, the system assumes that the ticket will be issued in the
country in which it was sold. This is either the country in which your
office is located or the country of the city you entered as POS.
If the ticket will be issued in a different country, enter the three-letter
IATA code of the place where the ticket will be issued in the POT field.
This will change the currency on the ticket to the currency of the POT.
Currency If fares are filed in more than one currency, you can request fares to
be displayed in a currency other than that of the country of origin. For
example, fares from Hong Kong to Manila may also be filed in
Australian and New Zealand Dollars.
This is for informational purposes only, although some countries also
allow ticketing in a foreign currency.
Local By default, fares are displayed in the local currency.
If flights originate in a country other than your own, the price is
converted to the default currency specified in your office setup, using
the Bankers Selling Rate (BSR).
Other Select Other if you want to display the price in a currency other than
your local currency. Then enter the three-letter currency code.
Explanation: The Informative Pricing Display

When you request an Informative Pricing, a list of fares with the estimated total
prices for the itinerary is displayed.
If you selected Informative Pricing & Availability as the search type, a list of
available flights per segment is displayed after the fare list.

The following table explains the Informative Pricing display:
Table: Informative Pricing Display
Column Explanation
Fare The fare basis code. If it is abbreviated, place the mouse over it to
display the full code as a tooltip.
Example: The fare basis VKWAP21 is created as follows:
V: Prime code, normally the booking code for the fare (V class).
K: Seasonal code, K for shoulder season.
W: Part of the week code, W for weekend.
AP21: AP for advance purchase, and 21 for a 21-day advance
purchase.
Click on the link to display the fare note.
PAX The passengers to which the fare applies.
The numbers refer to the order in which the passenger type codes
were specified in the search criteria.
Discount The discounts requested on the search panel: the passenger type
code followed by additional discount codes, if specified.
Price ([currency]) The estimated total price for the itinerary.
Click on the link to display the price breakdown.
Click on a fare row in the Informative Pricing Display to display the fare details
on the right side of the screen.
How to Save Informative Pricing Fare Details

1. Make an informative pricing request.
2. Select a fare by clicking anywhere on a line in the Fare List panel, without
clicking on a blue link.
The Fare Details panel is displayed to the right of the Fare List panel.
138 Edition 3.3

3. Click on the Save as link in the top-right corner of the Fare Details panel.
You are prompted to open or save the fare details.
4. Click on Save and select a location.

Chapter 5
Pricing Itineraries
Understanding Itinerary Pricing

Your next step in the booking process is to price the PNR and select the fares.
The above diagram shows the default workflow, where you add passengers to
the PNR before pricing. Depending on your ARD Web environment, you may
have the option to perform pricing before adding passengers. See Pricing Before
Adding a Passenger on page 163.
What Is Itinerary Pricing?

When you have booked flights and entered passengers, you can search for fares
and calculate the price of the flight segments in the PNR for the associated
passengers. This is also referred to as PNR pricing.
You then need to confirm the pricing in order to create the Transitional Stored
Tickets (TSTs) and guarantee the price. If no TSTs are created, the prices are not
guaranteed. TSTs must exist before you can issue tickets.
Your active PNR must contain at least one flight segment and one passenger
before you can price it.
Which Types of Itinerary Pricing Are Available?

Once you have booked flight segments on the Flight Search tab, you can price
the itinerary in the active PNR on the Pricing tab.
Note: You can do a pricing whether you have entered passenger details or
not.

The system first checks if an automatic pricing is possible. Depending on the

results, one or all of the following tabs are available:
• Lowest Price Tab: Automatic Pricing

Automatically prices the entire itinerary, if possible, including all segments
and all passengers, for the selected classes of service (booking code). Only
the lowest available fares are displayed. The workflow is as follows:
Search for lowest available fares  Confirm prices and create TSTs
The Lowest Price tab is disabled if an automatic pricing is not possible, for
example, because the PNR contains waitlisted segments.
• All Prices Tab: Automatic Pricing
Automatically prices the entire itinerary, if possible, including all segments
and all passengers, for the selected classes of service (booking code). The
workflow is as follows:
Search for all available fares  Select fares  Confirm prices and create
TSTs
The All Prices tab is disabled if an automatic pricing is not possible, for
example, because the PNR contains waitlisted segments.
• Advanced Pricing Tab: Manual Pricing
Allows you to manually select individual segments and passengers for partial
pricing and to set additional pricing options. This option also allows you to
bookmark and compare different fares or fare combinations.
The Advanced Pricing tab gives you the full range of search options. If the
PNR cannot be priced automatically, this is the only tab that is available.
The workflow is as follows:
Price with advanced options  Select fares  Add fares to Pricing Summary
 Confirm prices and create TSTs from Pricing Summary
You use this tab in the following cases:
- The PNR cannot be priced automatically, because it contains waitlisted
segments.
- These segments cannot be priced: If the PNR contains waitlisted
segments, only the Advanced Pricing tab is accessible, the other two
tabs are greyed out. Select only the confirmed segments that you want to
price, without the waitlisted segments.
- You want to set additional pricing options, for example, add more
discounts or modify the ticketing date.
- You want or have to apply different fares within one flight segment (fare
breakpoint or stopover).
- You want to compare different fares or fare combinations in order to find
the cheapest one.
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Chapter 5 Pricing Itineraries
• Service Pricing
Allows you to price Special Service Requests (SSRs) and Auxiliary Services
(SVCs).
Pricing an Itinerary Automatically

How to Automatically Price an Itinerary
Prerequisites: Your active PNR must contain at least one flight segment and one
passenger. It must not contain waitlisted segments.
1. Click on the Pricing tab, or click on Price in the Itinerary Details panel in the
Flight Search tab.
The All Prices tab opens.
- Click on Price as Booked and select fares from the list.
- Click on Best Pricer and select fares from the list.
- Click on Lowest Fare (Bookable or not).
3. Optional: Modify the search options selected by default, for example, add
negotiated or corporate fares, or exclude or include taxes and surcharges.
- On the All Prices tab, the list of available fares per passenger or
passenger type is displayed. The lowest fares are shown first.
- On the Lowest Price tab, only the lowest fares per passenger or
passenger type are displayed.
5. Click on Confirm to create the TSTs.
Explanation: The Automatic Pricing Display

When you price a PNR, using the All Prices or Lowest Prices tab, a list of
available fares is displayed.
The fares can be displayed by passenger or grouped by passenger type code:
• By Passenger
- For each passenger in the PNR, a subsection with the available fares is
displayed.
- For All Prices, all available fares are shown. For Lowest Prices, only
the lowest fares are shown.

• By Passenger Type Code

- The available fares are grouped by passenger type code (PTC).
- For each passenger type code, the numbers of the passengers in the
PNR to which the PTC applies are shown.
- For All Prices, all available fares are shown. For Lowest Prices, only
the lowest fares are shown.
The following table explains the PNR Pricing display:
Table: Automatic PNR Pricing Display
Column Explanation
PAX The sequential numbers of the passengers for each passenger type
in the PNR.
Disc. The discount applied to the passenger or passenger type.
Fare Basis The fare basis code.
Negotiated or private fare
Corporate fare
Price ([currency]) The price per fare basis for each passenger type. If there are
several passengers with the same passenger type, this is the total
price for all passengers.
Click on the link to display the price breakdown into fare and taxes.
Total ([currency]) The total price for all (selected) fares for all passengers.
Click on a fare line to display the Fare Details panel at the right-hand side of the
screen.
How to Confirm the Price and Create TSTs

Depending on the pricing type you used, confirm the price as follows:
• From the All Prices tab:
1. For each passenger or passenger type, select the fare you want to use.
2. Click on Confirm Price to create the corresponding TSTs.
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• From the Lowest Price tab:

The list of fares shows the lowest fare per passenger.
Click on Confirm Price to select the fares displayed and create the
corresponding TSTs.
If the TSTs are created successfully, the PNR tab is shown. You can:
• Display and/or update the TSTs. See Displaying TSTs on page 168.
• Directly issue the e-ticket. See Ticketing Flights on page 181 for more
information.
If an error occurs and no, or not all, TSTs could be created, the Pricing page is
redisplayed and you can try to correct the error.
Using Advanced Pricing

How to Price an Itinerary Using the Advanced Pricing Tab
Prerequisites: Your active PNR must contain at least one flight segment and one
passenger.
1. Click on the Pricing tab, or click on Price in the Itinerary Details panel in the
Flight Search tab.
2. Click on the Advanced Pricing tab.
3. Select the passengers that you want to include in the pricing.
4. To add more discounts, click on or on the link in the PTC column.

5. Select the segments that you want to price.
6. If you want to search for a particular fare basis, enter it in the Fare Basis box
for one or all segments. (This is only available if Price as Booked is
selected.)
- Click on Price as Booked and select fares from the list.
- Click on Best Pricer and select fares from the list.
- Click on Lowest Fare (Bookable or not).

8. Optional: Modify the search options selected by default, for example, add
negotiated or corporate fares, or exclude or include taxes and surcharges.
The selected passengers and segments are priced, using the criteria
specified, and the results are displayed in the Available Fares panel.
You can now select fares and save them to the Pricing Summary. From there
you can then confirm the prices and create TSTs.
Explanation: The Advanced Pricing Display

When you price a PNR using the Advanced Pricing option, a list of available
fares is displayed.
The fares can be displayed by passenger, or grouped by passenger type code:

• By Passenger
For each passenger in the PNR, a subsection with the available fare is
displayed. Check boxes are provided to select a fare.
• By Passenger Type Code
The available fares are grouped by passenger type code.
For each passenger type code, the numbers of the passengers in the PNR
are shown to which PTC applies. Check boxes are provided to select a fare.
Note: The Available Fares list does not show information on the selected
segments. Refer to the search criteria at the top of the screen to see for
which segments you did the pricing.
The following table explains the Manual Pricing display:
Table: Manual Pricing Display
Column Explanation
Disc. The discount applied to the passenger or passenger type.

Fare Basis The fare basis code.
Negotiated or private fare
Corporate fare
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Column Explanation
Price ([currency]) The price per fare basis for each passenger type. If there are
several passengers with the same passenger type, this is the total
price for all passengers.
Click on the link to display the price breakdown into fare and taxes.
Sub-Total The total price for the selected fares.
([currency]) This price only includes:
• The passengers or passenger types for which a fare has been
selected.
• The segments that you selected on the Advanced Pricing tab.
Click on a fare to display the Fare Details panel at the right-hand side of the
screen.
What Is the Price Summary?

The Price Summary panel is displayed when you select Advanced Pricing in
the Pricing tab. You use it to manually create a pricing proposal by selecting
fares after an advanced pricing request.
Once your pricing contains one fare per passenger, you can confirm the pricing
proposal and create the corresponding TSTs.
Depending on your setup, the Price Summary can contain several tabs to allow
you to store and compare different pricing proposals.
Manually building a pricing proposal can be an iterative process:
You may do a partial pricing for selected passengers or segments first, select
fares and add them to a pricing proposal. You can then select different
passengers, segments or other options, price again and add more fares to the
pricing proposal.
Note: The fares you have added to the Price Summary remain stored as long
as you stay in the Advanced Pricing tab. If you switch to another tab
before you have confirmed the pricing, the fare selection will be lost.
How to Add Fares to the Price Summary

1. In the Available Fares panel, select the fares you want to add to the Price
Summary. You can only add one fare per passenger per sector.
2. Select the pricing tabs to which you want to add the selected fares. For
example, Pricing 1 and Pricing 2.
Depending on your setup, if the Price Summary only contains one pricing
proposal, this step is not necessary.
3. Click on Add to Price Summary.
The selected fares are added to the corresponding passengers in the Price
Summary panel. A green check mark is displayed in front of each Pricing
tab to which fares have been added successfully. For each fare, the
segments to which the fare applies are displayed.

If one or more of the selected fares cannot be added, a red cross is

displayed on the tab. This happens, for example, in the case of a segment
overlap, when a fare has already been added for a segment and passenger.
The red cross will be replaced by a green check mark when you click on Add
To Price Summary again and fares are successfully added.
4. If required, repeat this for other fares.
5. If required, repeat steps 1 to 4 with different passengers and segments or
modified pricing options.
In each pricing proposal, you can store one fare per passenger and segment.
To change a fare in a pricing proposal, click on the Delete link shown for that
fare and then add a new fare for the passenger and segment.
6. When you are happy with a pricing proposal, select the relevant pricing tab
and click on Confirm Price.
Separate TSTs are created for each selected fare and associated passenger
type code.
If all TSTs are created successfully, the PNR display is shown.
If some or all TSTs fail, the Pricing tab remains open to allow you to take
corrective action.
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What if TST Creation Fails?

If you tried to confirm the prices, but some or all TSTs could not be created, the
Price Summary is redisplayed, showing the successful TSTs in green and the
failures in red.
You now need to create the missing TSTs in order to guarantee the prices and to
be able to issue the tickets.
1. In the Price Summary panel, delete the fares for which the pricing failed.
2. In the Advanced Pricing tab, modify the pricing options as required and click
on Update Fares to search for available fares.
3. Select fares that are different from the previous request and click on Add to
Price Summary again.
4. In the Price Summary panel, click on Confirm Price again.
If the missing TSTs have been created successfully, the PNR tab is shown.
How to Price a Passenger With Cabin Baggage

1. Create a passenger with a cabin baggage service request.
2. Price the passenger and create a Transitional Stored Ticket (TST).
3. Add the ticket designator CB to the TST.
4. Include the cabin baggage as a Q surcharge in the fare calculation line of the
TST.
5. Issue the e-ticket.
How to Price a Passenger With an Extra Seat

1. Create a passenger with an extra seat service request.
2. Price the passenger and create a Transitional Stored Ticket (TST).
3. Add the ticket designator EX to the TST.
4. Include the extra seat as a Q surcharge in the fare calculation line of the TST.
5. Issue the e-ticket.

Example: Extra Seat Included in Fare Basis
Using the Best Pricer Option

The Best Pricer options allow you to find the lowest possible price for an
itinerary, regardless of the booking class used in the original booking. (In a basic
pricing request, flight segments are priced using only the specific booking class in
which they are booked.)
You can select from two different options with Best Pricer to price the itinerary.
Best Pricer Option Description
Best Pricer For this option, the following is used to price the itinerary:
• Options input by the airline agent.
• The lowest fare that has at least as many seats available
as there are passengers in the PNR.
• Fares applicable to the itinerary and passenger types.
If the lowest fare is not in the same booking class as the one
originally booked in the PNR, you will need to rebook in the
new booking class before the pricing can be confirmed.
Lowest Fare The system takes available seats into account to return the
(bookable or not) lowest available fare when the lowest possible fare is fully
booked.
If the actual lowest fare is not available, the system displays
the available lowest fare first and the possible lowest fare as
secondary information.
If the actual lowest fare is available, the system returns this
fare only.
If there are multiple passengers and the best price requires that they be rebooked
into different booking classes, you must split the PNR. For further information,
see When to Split a PNR on page 105.
How to Compare Fares From the Farelist

1. In the Pricing tab, do a pricing from the All Prices tab and Advanced
Pricing tab.
2. In the Available Fares panel, click on the Compare Fares link.
Note: The link is unavailable if the system only returns one fare per
passenger or Passenger Type Code (PTC).
The Compare Fares window opens.
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3. Select the passenger type code, from the Select PTC drop-down list box.
4. Select the fares from the Select Fare #1 and Select Fare #2 drop-down list
boxes.
These contain a list of fares from the Available Fares list of the itinerary
pricing display. The list is dynamically updated according to the selected
PTC.
5. Select one of the comparison options:
- Fare Notes
- Fare Details
- Fare Calculation
6. Click on Compare.
Viewing Fare and Pricing Details
Viewing Fare Notes
What Are Fare Notes?

Fare notes contain the conditions and regulations applicable to a specific fare.
Before confirming a price you should check the fare notes and inform your
customer about the conditions that apply.
How to Display Fare Notes

You can display the fare notes from the following places:
• Fare Display panel in a Fare Display.
Click on the Fare Note link.

• Fare List panel (Informative Pricing, and Itinerary Pricing).

Click on the Fare Basis link.
• Fare Details panel (Informative Pricing, and Itinerary Pricing).
Click on the View Fare Notes link.
• Price Summary panel (Itinerary Pricing - Advanced Pricing tab).
Click on the Fare Basis link.
Explanation: The Fare Notes Display

Fare Notes include a separate section for each component of the fare.
For each component, the following information is displayed:

• A summary of the most important fare notes information, including the
booking class, fare basis and passenger type.
• Links to the individual fare rules sections.
Click on one of the fare rule links to display the related details, or Click on View
All Categories to display the details for all fare rules on a single page.
You can copy, save or print the fare notes by clicking on the appropriate icons.
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Viewing the Fare Routing
What Is Fare Routing?

Fare routing indicates the immediate points between which travel is permitted.
A fare routing display allows you to retrieve the fare routing content for a specific
pricing solution. A pricing solution can consist of one or several fare components
(part of the itinerary to which a fare applies). If the pricing solution consists of
multiple components, the Fare Routing Display window displays content for
each component.
How to Display Fare Routing

You can display the fare routing from the following places:
Click on the R indicator in the R (Routing) column.
Click on the View Fare Routing link.
Explanation: The Fare Routing Display

When you request a fare routing, the Fare Routing Details window displays the
routing details for each component of the fare if there is more than one
component.
Each element in the display has a fare component title and the corresponding
routing details for that fare component.
By default, the first fare component is expanded and any subsequent
components are collapsed.
The Routing column of the Fare Routing Display window can contain one of
two indicators:
• M: Mileage fares (also called constructed fares)
With constructed fares, you are limited by an amount of mileage.
• R: Routing fares (also called specified fares)
With specified fares, a routing is applied that indicates exactly via which
intermediate points travel is permitted.
Table: Routing Display Explanation
Column Explanation
Addon Origin This indicates that the fare is constructed with an add-on at origin.
The entry can be Maximum Permitted Mileage (MPM) or a routing
number. If the field is blank, there is no add-on at origin.
Specified Fare This is a specified fare, with a specific routing number (for
example, BA0028).
Addon Destination This indicates that the fare is constructed with an add-on at
destination (MPM or routing number). If the field is blank, there is
no add-on at destination.
Effective Date This indicates that the routing is valid from the date specified.

Column Explanation
Description This indicates the routing string, which states where travel is
possible. It can contain:
• A city code
• An airline code
• A flight number
A dash (-) in a routing string means that travel can be via the city
or airline. A slash (/) means 'or'. For example, if BA owns the
routing:
LON-HOU Travel can be from LON to HOU (with
BA airline, because BA owns the
routing).
LON-DFW/CHI-AA-HOU Travel can be from LON to DFW or
CHI with BA, then with airline AA to
HOU
Travel via the cities listed is not mandatory unless stated. If no

airline code is included in the routing string, travel must be with
the airline that owns the routing number. When an international
routing includes a city pair separated by an asterisk and a carrier
code (for example, LON-*AF-SFO), this indicates that the carrier's
domestic routing applies and will be validated at pricing time.
Viewing the Booking Code
How to Display a Booking Code

You can display the fare routing from the following places:
Click on the indicator in the B (Booking) column.
Click on the View Booking Class link.
Explanation: The Booking Code Display

A booking code display shows the reservation conditions for a fare.
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Some of these reservation conditions include:

• The booking code itself.
• Information about the travel class.
• Reservation/ticket and airline/flight restrictions.
• Booking code exceptions (US/Canada only).
• Mixed and joint classes of service (US/Canada only).
If the booking code display contains fare multiple components, expand the
specific component that you require.
Viewing Fare Details
What Are Fare Details?

Fare details include the following information:
• The discount code / passenger type code used for the pricing request.
• The ticket image, including base fare, taxes, NVA, NVB, baggage allowance,
applicable taxes, etc.
• The fare calculation with the details of each fare component used to build the
fare.
How to Display Fare Details

In the list of fares displayed after an Informative Pricing or Itinerary Pricing
request, select a fare by clicking anywhere in the line, without clicking on a blue
link.
The Fare Details panel is displayed to the right of the list of fares.
Explanation: The Fare Details Display

Here is an example of a Fare Details panel:

Fare details include the following information:

• General information on the passenger type, the fare basis and the tour code.
• Itinerary details:
- Origin and destination airport.
- Corporate ID for corporate fares.
- Last date to ticket.
• Information on the individual flight segments:
- Departure and arrival airport.
- Stopover: S for Stopover, X for Connection, U for Undefined.
- Flight number, class, date and fare basis.
- Not Valid Before (NVB) and Not Valid After (NVA) dates.
The system calculates the 'not valid before' and 'not valid after' dates
from the fare basis rules. A ticket purchased at this fare cannot be used
before or after these dates.
- Baggage allowance: Either the total permitted baggage in kg or in
number of pieces of baggage.
• Fare information for the whole itinerary:
- Base fare, banker's rate and equivalent fare.
The equivalent fare is shown if the base fare currency is different from the
local currency. This is the amount of the base fare in the point of sale
currency based on the banker's rate.
- Total amount (equivalent fare plus the taxes and the fees).
• Fare Calculation:
The string that contains the breakdown of the fare.
Click on the Fare Calculation link to display the Fare Calculation breakdown.
• Additional general information messages.
• Additional endorsement or fare restriction messages.
Viewing the Fare Calculation Breakdown
What Is the Fare Calculation Breakdown?

The Fare Calculation breakdown displays detailed information on the individual
components of a fare.
How to Display the Fare Calculation Breakdown

In the Fare Details panel, click on the Fare Calculation link to open the Fare
Calculation window.
The Fare Calculation window includes the following information:
• Details of the fare calculation for each component.
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• Fare calculation information including surcharges, taxes and fare amounts.
Viewing the Tax Breakdown
What Is a Tax Breakdown?

A tax breakdown shows the individual taxes that need to be paid for the flights in
a PNR.
How to Display Individual Taxes

You can display the tax breakdown in the following ways:
• In the Fare Details panel, click on the Taxes link.
• In the Fare Calculation window, click on the Show Taxes Details link.
These links are only available if you included taxes in the pricing.
The Tax Breakdown window shows the tax code, the currency and the tax
amount for each tax.

Taxes are shown in the local currency unless you selected a different currency in
the search options.
Viewing the Price Breakdown
What Is a Price Breakdown?

A price breakdown shows the fare price, the taxes, the airline fees and the total
price.
How to Display a Price Breakdown

From the Fares List panel (Fare Display, Informative Pricing, or Itinerary Pricing),
click on the blue links in the Price column.
This link is only available if you included taxes in the pricing.
The Price Breakdown window shows the base fare amount, the combined taxes
and fee amount and the total price.
Prices are shown in the local currency unless you selected a different currency in
the search options.
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Pricing Ancillary Services

What Is Ancillary Services Pricing?
Ancillary Services Pricing allows you to accurately price a chargeable service
from a retrieved or newly created PNR, in order to provide an accurate
chargeable service fee (OC fee) to the passenger. In Altéa Reservation Desktop,
chargeable services are identified with the indicator at the request creation
time.
What Service Types Are Available?

There are two types of chargeable service:
• An SSR is a specific request for an air service which is linked to a passenger
and a flight segment. Examples of SSRs are:
- Wheelchair service (WC).
- Special meals (for example, VGML for a vegetarian meal).
- Assistance for an unaccompanied minor (UNMR).
A special message must be sent to the airline in association with all SSRs.
• An SVC is a service offered by an airline which is related to a specific Origin
and Destination. An SVC is valid for a specific segment and must be
associated to only one passenger.
What Are the Requirements for Ancillary Services Pricing?

Ancillary Services Pricing requires the following:
• At least one passenger must be present in the PNR.
• Ancillary Services Pricing is only valid for chargeable SSRs and SVCs.
• For PNRs containing chargeable SSRs, the associated itinerary must be
priced or issued prior to the pricing request.
What Is an Informative Service Pricing Request?

An airline agent has the option of making an informative pricing request for a
chargeable service prior to issuing a document. Based on the information
provided by the airline agent in Altéa Reservation Desktop, the services are
priced based on current conditions, and any corresponding errors are displayed.
If the informative service pricing request is successful, it is possible to request a
confirmed pricing for the services, which subsequently creates a corresponding
TSM. A TSM is a record which stores the corresponding data from the PNR, the
confirmed pricing amount and the information related to the service, all of which
are used to issue an EMD.

What Are the Ancillary Service Pricing Options?
Service Pricing Option Description
Override already priced This option allows an agent to price chargeable

services services that are already associated to an existing TSM
(any existing TSMs are automatically replaced). If this
option is not chosen, service pricing only considers
chargeable services which have not been previously
priced.
Pricing Date This option allows an agent to input a specific date for
a service pricing request. The chargeable services are
priced using the fare and rules of the date included in
the entry. (For example, maintenance dates might exist
in the filing data. This is taken into account during the
service pricing for the Pricing Date option.)
The date limitation depends on the Service Pricing
Date Minimum Time Span parameter, which defines
the minimum service pricing date. This is defined by
the current date and time, and can be up to one year in
the past. There is no maximum service pricing date.
Therefore, an airline agent may choose any future
date.
Note: If the Pricing Date option is used, the
currency conversion amounts on the date of
the pricing request are used.
Override Currency This option allows an agent to display service prices in
a currency other than the one of the Office ID. By
default, service prices are displayed in the local
currency of the Office ID.
Override Point of Sale This option allows an agent to specify a city other than
that of the Office ID for the point of sale. By default, the
point of sale is the location of the Office ID. If the
Currency Override option is not used, the currency is
set to the currency associated to the currency specified
in the Override Point of Sale option, rather than the
local currency of the Office ID.
How to Price an Ancillary Service Using Simple Pricing Criteria

1. In the Special Services Requests (SSRs) and Auxiliary Services (SVCs)
panel of a PNR in which an e-ticket has already been issued, click on Add
Special Service.
2. Select the Ancillary Service requested by the passenger.
3. Click on Price Services.
4. Use Simple Pricing Criteria to price the services. These service pricing
options can be used to override the default values of the issuing Office ID. All
chargeable services in the PNR are priced without service selection.
The system returns the service price.
5. Click Confirm Price to create a TSM.
6. Select the TSM tab and click on View.
The TSM is created.
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How to Price an Ancillary Service Using Full Pricing Criteria

panel of a PNR in which an e-ticket has already been issued, click on Add
Special Service.
2. Select the Ancillary Service requested by the passenger.
3. Click on Price Services.
4. Click on Switch to Full Pricing Criteria.
5. Select the pricing option by Service, Passenger, or, for SSRs only,
Passenger/Sector.
6. Select the pricing criteria and click on Price Services.
The system returns the service price.
7. Click on Add to Price Summary.
The services prices display in the Price Summary.
8. Click on Confirm Price to save the price and create the TSMs.
9. Select the TSM tab and click on View.
The TSM is created.
Using the Calculation and Conversion Tools
Calculating Mileage
What Is the Mileage Calculation Feature?

The Mileage Calculation feature compares the ticketing point mileage (TPM) with
the maximum permitted mileage (MPM) for an itinerary. It also calculates:
• The cumulative mileage (CUM) to each city en route.
• The excess mileage surcharge.
• The difference between the CUM and the MPM.
• Mileage deductions when extra mileage is applicable.
How to Calculate Mileage

1. On the Home page, expand the Calculate and Convert menu and click on
Mileage Calculation.
2. Enter a route and a date, then click on Search.
The Mileage Calculation window opens.
Converting Currency
What Is the Currency Converter Feature?

The Currency Converter feature allows you to check exchange rates and
calculate amounts in different currencies. It converts amounts based on the rates

of exchange for the current date, unless you specify another date. You can
request rates for up to 12 months in the past.
The rates are as follows:
• BSR (banker's selling rate - the default conversion rate)
• ICH (IATA clearing house rate)
How to Convert Currency

Currency Converter.
2. Enter the amount you want to convert, the currency you want to convert from,
the currency you want to convert to and the conversion date.
3. Select the required conversion rate option and click on Convert.
Calculating Excess Baggage Rate
What Is the Excess Baggage Rates Feature?

Excess baggage rates are an estimation of the excess baggage charges between
two cities. You can request excess baggage rates for a specific airline and for a
specific date. You can also request rates based on a rate per kilo at the current
date. The maximum rate allowed is 999.9 kg.
Charges are calculated in the currency of the departure city.
How to Calculate Excess Baggage Rate

Excess Baggage Rates.
2. Enter a route, date, airline and weight, and click on Search.
The Excess Baggage Rates window opens.
Viewing Tax Information
What Is the Tax Information Feature?

The Tax Information feature is used to retrieve information on destination taxes
and surcharges or on passenger service charges.
How to Search For Tax Information

Tax Information.
2. Select the option button for the tax or charges information you wish to view:
- Destination Charges and Surcharges: Enter either the City/Airport
code (three-character code) or the Country code (two-character code)
and Tax Code (optional two-character code).
- Passenger Service Charges: Enter the Country code (two-character
code).
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3. Click on Search.
The Tax Information window displays the tax or charges information.
Pricing Before Adding a Passenger
The preceding topics in this chapter described the default workflow, where you
add passengers to the PNR before pricing. Depending on your ARD Web
environment, you may have the option to perform pricing before adding
passengers. This section describes the differences from the default workflow.
Itinerary Details Tab

If the option to price before adding passengers is enabled in your environment,
the Price button becomes enabled as soon as you enter either a passenger or an
itinerary. You can also choose to enter passenger details before pricing by
clicking on Add/Update.
Options in the Pricing Tabs

In the pricing tabs, you can switch between Simple Pricing Options and Full
Pricing Options by clicking on the link above the options table.
• In Simple Pricing Options, you can update PTC, Infant and Discount codes.

• In Full Pricing Options, you can define a special service (EXST, CBBG or
STCR) and add and delete passengers.
Table: Pricing Tab Options
Field Explanation
PTC For each passenger, you can select the PTC from a predefined list.
For PTC UNN and CNN, the passenger age is optional.
In an informative pricing request:
• If the number of seats is greater than the number of PTCs defined, the
PTC for the additional passengers is set to ADT by default.
• If the number of seats is lower than the number of PTCs defined in the
informative pricing request, the additional PTCs are ignored.
INF The PTC INF is not displayed in the PTC list, but is displayed as a
checkbox. To define an infant, select the INF checkbox. An additional row is
displayed for the infant.
You can define discount codes for the infant, but it is not possible to define
special service (like EXST, CBBG or STCR) for the infant.
If an INF is defined in an informative pricing request, the INF is attributed to
the first eligible passenger. If there is no eligible passenger, an adult with
infant is automatically added in the list of passengers.
Discount You can search for discounts related to the passenger type code by adding
Code passenger type-related discounts.
Click on Add Codes to add more codes in the Pricing Options panel.
You can enter up to three discount type codes, separated by commas.
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Field Explanation
Service In Full Pricing Options mode, you can select from the following special
services
• CBBG
• EXST
• STCR
If you define a service such as EXST or CBBG, it is possible to have a
temporary NHP condition. In this case a counter is displayed above the
passenger list to show the number of seats exceeding or missing.
Pricing in the All Fares and Lowest Fares Tab

When you click on Update Fares, the list of available fares is displayed grouped
by passenger type code (PTC).
If you select By Passenger, the passenger PTC is displayed instead of the

passenger name.
Click on Update Passengers to add the passenger information. The Confirm

Price button is disabled until passenger details are entered.
Once the passenger details are entered, the pricing page is refreshed, and the
passenger panel is updated with the passenger details.
Note: If you did not click on Update Passengers before clicking on Update
Fares, the discount codes previously entered in the Passenger panel
are removed.

Pricing in the Advanced Tab

In the Advanced tab, click on Add to Price Summary to add the fares to the
Price Summary panel.
Note: Once you have priced a passenger (by PTC) and added them to the
Price Summary panel, it is not possible to delete or add passengers in
the Passenger List panel. In this case, for all passengers, the Delete
link and Add link are disabled. The Discount Codes links are still
enabled however. If you remove a passenger from the Price Summary
panel, the passenger row is enabled again.
Note: If you price an infant and add it to the Price Summary panel, it is not
possible to delete the infant or to delete his/her parent.
Click on Update Passengers to add the passenger information.
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Chapter 6
Working With Transitional Stored

Tickets (TSTs)
Understanding TSTs
What Is a Transitional Stored Ticket (TST)?
A transitional stored ticket (TST) is a record containing the pricing and ticketing
information attached to a PNR. The system automatically stores the information
requested from the fare server in a TST. A valid TST is required in order to issue
a ticket.
Prices stored in a TST are guaranteed as long as the TST is valid. The validity
period depends on the location and the market.
TSTs can be created automatically (as a result of a PNR itinerary pricing request)
or manually.
One TST is created per selected fare and passenger type. A TST can apply to
multiple passengers if the flight segments, fare elements, forms of payment and
passenger type are the same. If the same fare is used for different passenger
type codes, several TSTs are created.
If more than one TST exists, the system numbers the TST and adds the TST
creation date, office identification and agent sign to the TST.
A maximum of 10 TSTs can be created for each passenger, provided that you
select different flight segments for each TST. Segments cannot overlap.
If a PNR contains an infant without a seat, a separate TST is created for the
infant passenger. The ticketing status code in the TST shows "NS" indicating that
no seat is reserved.
When Is a TST Created?

A TST is created when you select and confirm a fare after pricing the PNR.
How to Know If a TST Exists

In your active PNR, click on the TST tab. If TSTs exist, they will be displayed. If
the tab is empty it means that the PNR has either not yet been priced or that the
pricing has not yet been confirmed.

Displaying TSTs
When to Display a TST
You only need to display the TSTs in the following cases:
• If you want to check the pricing or fare.
• If you want to modify the TST; for example, because you want to change the
passengers or segments associated to it.
• If you are manually reissuing a ticket using the guided flow, the TST is
automatically displayed in order to allow you to enter the new fare, for
example.
If you want to issue the ticket as priced, you can do that without displaying the
TST.
How to Display a TST

1. In your active PNR, click on the TST tab.
If an error is shown, either the PNR has not yet been priced or the pricing has
not yet been confirmed.
The TST tab is shown, displaying a list of all the TSTs in the currently active
PNR.
2. Click on the View link for the TST that you want to display.
The TST is shown in a new tab in the TST Display/Update panel.
Up to five TSTs can be displayed at the same time, each in a different tab.
Explanation: The TST Display

Here is a sample TST:
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Chapter 6 Working With Transitional Stored Tickets (TSTs)
The TST page is displayed in two panels:

• TST Summary, displaying a list of existing TSTs
• TST Display/Update, showing all the details on the selected TST.
TST Display/Update Panel

The following table explains the TST Display/Update panel.
If you display an existing TST, this panel is read-only.
If you modify an existing TST or create a manual TST, some of the fields are
editable. See the right-hand column in the table below for help on how to fill in
these fields.
Table: Explanation of a TST Display
Field Display Explanation Update/Create Manual TST
TST Header
TST # [names] The number of the TST in the PNR
followed by the names of the
associated passengers.
TST matches PNR Yes/No (PNR change flag) If No is displayed, you can change it to
No indicates that the PNR has been Yes once you have updated the TST to
modified since the TST was created match the PNR.
and that you need to update the TST in
order to match the changes in the PNR.
Origin/Destination The three-letter IATA codes of the first
departure and the last arrival airport of
the entire trip.
Example: A round-trip journey from
Miami (MIA) to Seattle (SEA) and back
to Miami appears as MIAMIA.
Last Updater The office ID, the initials of the agent
who created or last updated the TST
and the date when the TST was created
or last updated.
Type The pricing type, indicating how the
PNR was priced:
A ATAF auto-priced
I IATA auto-priced fare
M, N Manually priced fare
F, G Negotiated auto-priced fare
B Negotiated fare (manual)
O (RBD override)
W No fare calculation check
against TST itinerary
T Auto-priced inclusive tour
Itinerary Details
# Segment or coupon number.

Field Display Explanation Update/Create Manual TST
Columns with Flight For each segment in the TST, the flight
Details details are listed, for example, the
departure and arrival locations.
Sector Status The status of the segment in the PNR.
Possible values are:
• OK (Confirmed)
• RQ (On Request)
• SA (Space Available)
• NS (No Seat for Infant)
• NO (Cancelled)
Fare Basis The fare basis code for the fare paid for The format is as follows.
this segment followed by the ticket Primary code: three characters
designator. maximum
Ticket designator codes are airline- Fare Basis code: six characters
specific and indicate that the fare basis maximum
was modified, for example, to apply a
discount. Separator: ‘/’
Ticket designator: airline-specific
NVB (Not Valid The first possible date to travel using
Before) the selected fare.
NVA (Not Valid The last possible date to travel using Must be later than the NVB date.
After) the selected fare.
Baggage The airline's free baggage allowance, Select the type from the drop-down list:
the amount of baggage you are allowed • K for kilogram
to take on a flight without extra charges.
• L for pounds
It is based on:
• PC for number of pieces
• The number of pieces (number of
bags per person) • NO or blank space for no baggage
allowance
Example: 2PC
Enter the numeric value if required.
• The weight in kilogram or pounds
Example: 20K for 20 kg or 20L for
20 pounds,
Issuing Status The following issuing indicators can Refers to the base fare.
appear: When a ticket is issued for the first time,
F Base fare amount for first issue select F (first issue). The total TST
amount must match the base fare plus
R Base fare amount for reissue the taxes.
I First ticket issuance with an Select R (reissue) for anything other
inclusive tour (IT) base fare than the first time the ticket has been
issued.
U First ticket issuance with a bulk
tour (BT) base fare
Y Reissue base fare of IT ticket
W Reissue base fare of BT ticket
Fare Information In display mode, fare information is If fare information was retrieved from
shown but is not editable. TST, the fare-related fields are prefilled,
but can be edited.
If no fare information was retrieved from
TST, the fare-related fields are empty.
Published Fare The fare as published by the airline (if
applicable).
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Net Fare Depending on your market you may be Only editable for net remit fares (not
able to use the net fare amount to available for published or negotiated
override the total amount in the fares).
remittance area of a ticket. If no Net Fare field is displayed, click on
the Add Net Fare link.
The amount you enter must be less
than the TST equivalent or the base
fare amount.
Base Fare The base fare amount. If no base fare amount is shown, select
If the amount is zero, one of the Numerical and enter an amount, or
following reasons is shown: NOFARE, select Other and select the reason.
FREE, AWARD or CHARTER.
Banker Rate Only displayed if the currency of the If no exchange rate is displayed, click
base fare is different from the currency on the Add Bankers Rate link.
in which the ticket will be issued. You obtain the bankers rate from the
Shows the exchange rate used to airline.
calculate the equivalent fare from the
base fare.
Example: If a journey begins in the
U.K., the base fare currency will be
GBP. However, if you are in Spain for
example, you cannot sell or issue a
ticket in GBP, so the fare must be
converted to EUR.
Second Banker Only displayed if there is no rate If you need to enter a transitional
Rate available between the currency in which currency, click on the Add Second
the ticket will be issued and the base Banker Rate link.
fare currency. Amounts will be first Only EUR or USD are allowed.
converted to this transitional currency.
Equivalent Fare Only displayed if the currency of the Enter the currency in which the ticket
base fare is different from the currency will be issued.
in which the ticket will be issued. Calculate the equivalent fare from the
Shows the base fare amount converted base fare amount and the banker rate.
to the currency in which the ticket will
be issued.
Miles The number of miles accumulated on
this trip (only for redemption PNRs).
Taxes The total amount of all taxes in the TST If you want to modify taxes, you need to
that are in 'To be paid' status. exit TST edit mode first and then click
Click on the link to display a breakdown on the Modify Taxes link at the top.
of the individual taxes, if available.
Fees The total amount of all airline fees.
Airline fees can include ticketing and
credit card fees.
Total The total fare amount must equal the The total amount is automatically
base fare (or equivalent fare) plus all calculated in the case of a first issue
taxes and airline fees. For the first issue (issuing indicator F, I, U).
of the ticket, the total amount and For a reissue, enter it manually.
currency are automatically updated.
You only need to update them when
you are reissuing a ticket.
Additional In display mode, additional information If additional information was retrieved

Information is shown but is not editable. from TST, the related fields are prefilled,
but can be edited.

Tour Code The official tour code is displayed if the The tour code is mandatory when you
ticket is issued for an inclusive or bulk issue an inclusive tour (IT) or bulk tour
tour. (BT) ticket.
Example: IT6LH1TOUR99
Commission Free-flow text to indicate the Enter the commission.
percentage or amount of commission
that your agency will receive from the
airline for the sale of this ticket. The
maximum number of characters is 44.
Examples: 8 (percentage), 7.50
(percentage), 114.54A (amount)
Fare Calculation Linear fare calculation indicating how If you are creating a manual TST, verify
the base fare for the ticket was with the validating airline how the fare
calculated, including routing, airlines, calculation should appear, as the
fare basis codes, base fare amounts, optional and mandatory items differ
surcharges, taxes, and mileage from airline to airline.
information. Enter the fare calculation manually.
Example: PAR AF If the fare calculation starts with *, the
IST898.45NUC898.45END fare calculation will not be validated
ROE6.277454 when the ticket is issued.
In the case of involuntary rerouting, add
I- at the beginning of the line. When the
ticket is issued, the system will then not
check if the fare calculation matches the
itinerary in the TST.
Miles Calculation The number of miles calculated for the
itinerary (only for redemption PNRs).
Payment Free-flow text regarding payment
Restrictions restrictions.
Original Issue/ In If the ticket is reissued, this field shows If you are manually reissuing a ticket
Exchange the details of the original document and and you do not include the agency IATA
the document issued in exchange for number, the system automatically
this ticket. inserts the first eight digits of the
The information displayed includes primary IATA number stored in your
document number, place and date of office profile. The IATA number is
issue of the accountable documents, preceded by a slash (/).
and the IATA number of the place of You must not enter the following
issuance. information: the entry code (FO); the
Example: 117-34077770001C1234- passenger (/P) or segment (/S)
012C1234FRA01FEB05/ 98576453 association; the PAX or INF indicator.
/117-37088880001C1234-
023C12MIA02MAY05/12345678*USD5
00.00
Endorsements/ Free-flow text regarding special ticket
Restrictions restrictions or airline endorsement
information.
Example: Non-refundable
Form of Payment This section shows information on the This section cannot be updated from the
Panel forms of payment the passengers used TST. You add and delete forms of
to pay for the ticket. payment from the PNR page.
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How to Close a TST

• Click on a different tab, for example the PNR or the Pricing tab, or
• To close an individual TST, click on shown on the TST tab.
Note: Do not click on in the top right corner of the screen, next to End of
Transaction, as this will close the PNR.
Updating TSTs
When to Update a TST
One TST is created per selected fare and passenger type. A TST can apply to
multiple passengers if itinerary, passenger type, fare elements and forms of
payment are the same.
You can modify a TST in the following cases:
• You want to add or remove passengers.
• You want to add or remove flight segments.
• You want to update TST details, such as itinerary details, issuing status, fare
information, taxes, tour code or commission.
If you want to modify information for selected passengers only, you may need to
split the TST first. See When to Split a TST on page 177 for more information.
Note: You can only modify one TST at a time. When you are in update mode,
you have to save or cancel your changes before you can switch to
another tab.
How to Add or Remove Passengers

Note: If a passenger in the TST already has a fare endorsement (FE
element), you cannot add any passengers.
1. Click on the TST tab.
3. Click on Add/Remove Passenger.
The Add/Remove Passenger(s) window opens, showing the following
information:
- Window title showing which TST you are currently working on.
- Summary display of all TSTs in the PNR, allowing you to check the
current passenger and segment association.
- Add Passengers table, showing all the passengers in the PNR that have
the same passenger type code but are currently not included in the
selected TST.

- Remove Passengers table, showing the passengers that are currently

included in the TST.
4. To add one or more passengers, select them in the Add Passengers table in
the lower left-hand corner. Only add passengers that are not associated to
another TST for the same segments.
To remove one or more passengers, select them in the Remove Passengers
table in the lower right-hand corner.
5. Click on Update TST to add or remove the selected passengers.
Note: If you delete all passengers from the TST, the TST is automatically
deleted.
How to Add or Remove Segments

Note: Before you update the itinerary of a TST, make sure that the new
itinerary is booked in the PNR.
3. Click on Add/Remove Sectors.
The Add/Remove Sector(s) window opens, showing the following
information:
- Summary display of all TSTs in the PNR, allowing you to check the
current passenger and segment association.
- Add Sectors table, showing all the segments in the PNR that are
currently not included in the selected TST.
- Remove Sectors table, showing the segments that are currently
included in the TST.
174 Edition 3.3

4. To add one or more segments, select them in the Add Sectors table.
To remove one or more segments, select them in the Remove Sectors table.
5. Click on Update TST to add or remove the selected segments.
How to Modify TST Details

3. Click on Modify TST.
The TST is displayed in update mode.
4. You can now enter new values in all editable fields:
- Itinerary details
- Issuing status
- Fare information
Note: If you modify the fare information, make sure you verify the changes
with the airline, as you are overriding the automated pricing system.
- Fare elements (tour code or commission)
5. Click on Update TST to save your changes.
Note: To update taxes, exit Update mode first and then click on the Modify
Taxes link at the top.
Creating Manual TSTs

What Is a Manual TST?
In contrast to a TST that is automatically created during PNR pricing, a manual
TST is empty, and you need to manually fill in all the necessary information.
Note: If you create a TST manually, make sure you verify all fare information
with the airline, as you are overriding the automated pricing system.
Before you can create a manual TST, you must enter the passenger names and
book the itinerary in the PNR.

When to Create a Manual TST

You may need to create a manual TST if you have a special itinerary or fare, for
example a 'Round the world' fare.
However, instead of creating a manual TST, you may prefer to create an
automatic TST by pricing a PNR with similar settings and then modify only the
information you want.
How to Create a Manual TST

Prerequisites: Before you can create a manual TST, you must enter the
passenger names and book the itinerary in the PNR.
2. Click on the Create TST link (only enabled if no TST is in update mode).
The Create TST window opens, showing the passengers and segments
present in the PNR.
3. Select the passenger type code for whom you want to create the TST.
The passengers in the PNR that belong to the selected type are displayed.
4. Select the passengers for which you want to create the TST.
You have to select at least one passenger.
5. Select the segments you want to include in the TST.
You have to select at least one segment.
6. Click on Confirm to create the TST.

The new TST is displayed in the TST Display/Summary panel.
7. Click on Modify TST. Fields on the TST can now be edited.
8. Enter fare and other information as required.
9. When you are finished, click on Update to save the changes.
Managing Taxes
For itinerary pricing requests and informative pricing, you can include all taxes (by
default), exclude all taxes, or customise the way to handle taxes.
If you choose the customised option, you can use the Manage Taxes window to:
• Withhold all taxes
• Withhold up to four taxes
176 Edition 3.3

• Exempt all taxes

• Exempt up to three taxes
• Include up to four taxes
The following is an example of a Manage Taxes window.
Splitting TSTs
When to Split a TST
You need to split a TST if, for example, you want to change the fare for some but
not all of the passengers or segments currently in the TST.
How to Split a TST

3. Click on the Split TST link (only enabled if the TST contains more than one
passenger and is not in update mode).
The Split TST window opens, showing the following information:
- List of passengers currently included in the TST.

4. Select the passengers that you want to move to the new TST.
5. Click on Split TST.

If the split is successful, the new TST is added to the TST Summary and
displayed in the TST Display/Update panel.
6. Click on Modify TST and update the information in the new TST as
necessary, for example the fare basis.
Deleting TSTs
When to Delete a TST
You can only have one TST per passenger and segment.
If TSTs already exist for some or all passengers and segments in the PNR, they
have to be deleted before you can create new TSTs for these passengers and
segments.
Depending on your office settings, the TSTs may be deleted automatically in the
background when you reprice, or you may have to delete the existing TSTs
manually (if you do not want to modify or split the TSTs) before you can reprice
and select new fares.
You can still retrieve an old TST by displaying the TST History. See Displaying
TST History on page 179 for more information.
Automatic TST Deletion

TSTs are deleted automatically in the following cases:
• A TST has expired.
• An entire itinerary or part of an itinerary for which a TST exists is cancelled.
• If your office settings allow you to create a manual TST or do a repricing for a
passenger who already has a TST, the old TSTs are automatically deleted.
• If a passenger is deleted from the PNR (if this is authorised by the airline)
and if TSTs exist for this passenger only, these TSTs are deleted.
• If an adult passenger travelling with an infant without a seat is deleted from
the PNR (if this is authorised by the airline), the infant's TST is deleted.
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How to Delete an Individual TST

1. Delete an individual TST from one of the following places:
- From the TST Summary
Click on the TST tab to display the TST Summary and click on the
Delete link at the end of a line.
- From an open TST

Click on the Delete TST link (only enabled if TST is not in update mode).
A warning message is displayed.

2. Click on OK to confirm the deletion.
How to Delete All TSTs

3. In the TST Summary panel, click on the Delete All link (only enabled if no
TST is in update mode).
A warning message is displayed.

4. Click on OK to confirm the deletion.
Displaying TST History

What Is TST History?
The TST History contains information on all the modifications that have been
done on a TST. Each time a TST is created or data in the TST is updated or
deleted, this information is added to the TST History.
The TST History also allows you to see information on the current TST status,
such as pricing information, issuing status and segment or passenger
association.

You can retrieve the history of any active as well as deleted TSTs. Deleted TSTs
are shown with their original number and an additional letter (A-Z).
When to Display TST History

You display the TST History if you want to check the details of an old TST or
understand which data was modified.
How to Display TST History

2. Click on View TST History.
Explanation: The TST History Display

Here is a sample TST History display:
The TST History contains the following sections:

• List of active and deleted TSTs in the active PNR
Click on the View link to open a tab showing the TST History for the selected
TST. You can open up to five TSTs.
The Letter column indicates the order in which passengers were deleted (A =
first passenger deleted, B = second passenger deleted, etc.).
• TST History details
The TST History is shown as a cryptic display.
Each modification is represented by a two-letter code followed by additional
information.
Note: Numbers that appear on the TST History refer to the element
numbers in the cryptic PNR display and do not necessarily
correspond to the numbers shown in ARD Web. In the cryptic
display, all elements (names, segments, SSRs, etc.) are numbered
consecutively. In ARD Web, the numbering restarts with 1 for each
type of element.
• TST History codes
Refer to this list to understand the codes used in the TST History details.
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Chapter 7
Ticketing Flights
This section explains how to issue the e-tickets for your flight booking.
Issuing the electronic ticket is the last step in the booking process. Before you
can issue an e-ticket, you need to enter the form of payment for this e-ticket.
Managing Payment
Adding the form of payment (FOP) for the flight booking is typically the last step
before you can issue e-tickets:
Depending upon your system configuration, you can either:

• Add forms of payment only, from the PNR page. See How to Add Forms of
Payment on page 182.
Or:
• Add forms of payment and then automatically issue the e-ticket and/or EMDs
using the Manage Payment Guided Flow. See Using the Manage Payment
Guided Flow on page 194.
Working With Forms of Payment
What Is a Form of Payment?

A form of payment (FOP) indicates how a passenger will pay for a trip. Commonly
used forms of payment are credit cards, cash and cheques. A form of payment is
stored in a PNR as an FP element.

All the FOPs currently defined in the PNR are shown in the Form of Payment
panel on the PNR tab. You can also view the FP elements in the PNR in a cryptic
window. Credit card numbers are always concealed.
The following rules relating to FOPs apply in ARD Web:

• You must have priced an itinerary and added passengers in order to add an
FOP.
• You must specify one or more forms of payment covering the cost of all
documents (TSTs and TSMs) in the PNR before you can issue any e-tickets.
• An FOP applies to a specific passenger document. You can pay the total trip
amount by either:
- Associating a single FOP to all documents for all passengers in the PNR.
Or:
- Associating separate FOPs to individual passenger documents, each
covering a part of the total amount. You can add up to three FOPs per
document in a PNR.
• Previously defined FOPs cannot be applied to documents added later. In this
instance, if you add additional TSTs or TSMs to a PNR, you must explicitly
add an FOP for those additional passenger/document combinations.
How to Add Forms of Payment

1. On the PNR tab, go to the Form of Payment panel and click on Manage
Payment.
Note: The Manage Payment link is also available in the TST and TSM
tabs of a PNR page.
2. If a dialogue box with a message to the traveller appears, read the message
to the traveller before proceeding.
The Manage Payment window opens.
Note: If the Manage Payment Guided Flow window opens instead, your
ARD Web system has been configured to use a guided flow. In this
instance, refer to Using the Manage Payment Guided Flow on page
194.
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Chapter 7 Ticketing Flights
Image: Manage Payment Window
3. If the PNR contains documents booked in different currencies, the Currency

drop-down field is available and you must apply FOPs separately for each
currency. In the Currency drop-down field, select the currency for the
document to which you wish to apply a FOP.
Note: The amount displayed in Document(s) Amount section

corresponds to the documents covered by the selected currency.
To see an overview of the respective amount due in each currency,
mouseover the information icon.
Note: If only one unpaid currency remains, the Currency drop-down field
disappears.
4. Optional: If the PNR contains more than one passenger, you can click on the
Passenger Association drop-down to view the list and modify the
preselection of passengers to whom you want to apply the form of payment.
Passengers to whose documents an FOP has already been applied are

greyed out.

5. Optional: If the PNR contains more than one document (TST or TSM) for the
selected passengers, you can click on the Document Association drop-
down to view the list and modify the preselection of documents to which you
want to apply the form of payment.
The segments associated with each TST are indicated. For example, or
. (There is no segment association for TSMs.)
Documents that are associated with non-selected passengers, or that are
already paid, are greyed out.
The amount remaining to be paid for the selected passenger documents is
shown in the Document(s) Amount area.
To see a breakdown of pricing for each document, click on Show TST

Summary or Show TSM Summary.
6. In the Form of Payment panel, select the Payment Type.
7. Depending on the payment types configured in your ARD Web system, and
the payment type you select, complete the following additional actions:
Payment Type Additional Actions
Credit card Enter the details of the credit card.

See Explanation: Credit Card Payment Type on page 186.
Credit card swipe 1. Click on Swipe a Credit Card.
2. Swipe the card.
3. Enter the cardholder name.
See Explanation: Credit Card Swipe Payment Type on page 187.
CC EMV Enter a valid EMV TID
(chip-and-PIN) See Explanation: CC EMV Payment Type on page 187.
Cash Enter details of the cash payment.
Check Enter details of the cheque payment, such as the cheque number.
8. If necessary, modify the Total Amount to be paid using this payment type.
9. Click on Calculate Payment to update the remaining amount to be paid.
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The remaining amount to be paid is updated, the Form of Payment panel

collapses and the Payment Solution panel expands.
10. Optional: If you have added the payment type Credit card, and payment by
instalments is available, you can click on the Get Instalments Plans link to
select the number of instalments for the payment.
See How to Define Credit Card Instalments on page 189.
11. Optional: In the Payment Solution panel you can click on an amount in the
Applied column and edit the amount.
12. If the passenger is paying for a document using multiple forms of payment, in
the Form of Payment panel, click on Add FOP. You can have up to three
forms of payment per document.
Once you have added all FOPs, and the remaining amount to be paid is zero,
the Apply Payment button becomes available.
If the form of payment is CC EMV, follow the instructions on the display to
allow the passenger to authorise the credit card transaction by entering their
credit card PIN.
The Payment Solution panel collapses and the Form of Payment
Summary panel expands.
14. Click on Close.

The forms of payment are added to the Form of Payment panel on the PNR
tab.
How to Modify a Form of Payment

If you need to modify a form of payment that has already been added to the PNR,
you can only delete it and then create a new form of payment.

How to Delete a Form of Payment

You can delete a form of payment from two places:
• From the Form of Payment panel on the PNR tab.
Click on the Delete link displayed at the end of the form of payment.
• From the Manage Payment window.
Click on the Delete link displayed in the FOP Summary panel.
Working With Credit Card Payments
Explanation: Credit Card Payment Type

This is a payment type that allows you to enter the details of a passenger's credit
card. These details are, typically, supplied to you by the passenger over the
phone.
The details include the card type, number, expiry date, cardholder's name, and
validation code. See also How Are Credit Card Payments Validated? on page
188.
Paying by Instalments
Some credit cards permit payment by instalments. See How to Define Credit
Card Instalments on page 189.
Tokenised Credit Card Numbers

If the credit card number is tokenised, select the Tokenised Card check box.
When this check box is selected, the manual approval code may, or may not, be
required:
• If the token is provided by the passenger's profile, the manual approval code
is not required.
• If the token is provided by the airline third-party payment provider, the manual
approval code is mandatory.
Image: Tokenised Credit Card Number, With Approval Code
Note: ARD Web can only accept tokens generated by the Amadeus Payment
Platform. The availability of the Tokenised Card feature depends upon
ARD Web system configuration.
Alternative Currencies
Payment is made in the local currency. Depending upon system configuration,
however, before you apply the payment, you can select an alternative payment
currency. See How to Select an Alternative Currency for a Credit Card Payment
on page 188.
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Billing Address
Depending upon ARD Web system configuration, the details you have to enter
may also include the credit card billing address. If one or more billing addresses
are already stored in the system, you can either select one of these existing
addresses or enter a new address. Once you have entered an address, it will be
visible in a pop-up window from the Billing Address link in the Form of
Payment Summary panel.
Image: Example Credit Card Billing Address Pop-up
Explanation: Credit Card Swipe Payment Type

This is a payment type that allows you to use a credit card reader device to enter
the details of a passenger's credit card.
Note: Payment by instalments is not possible when using the Credit Card
Swipe payment type.
Explanation: CC EMV Payment Type

This is a payment type that allows a passenger with a chip-and-PIN credit card to
enter their credit card PIN using a keypad.
The Form of Payment Summary panel for this payment type includes the
following additional details:
• E as the channel indicator.
• An approval code.
Image: CC EMV Form of Payment Summary
CC EMV Payment Type Limitations

The CC EMV payment type:
• Can only exist once in a payment.
• Cannot be combined with other credit card payment types.
• Cannot be used if the PNR contains multiple currencies.

How Are Credit Card Payments Validated?

When you add a Credit Card form of payment to the PNR, the credit card details
are verified with the credit card company. Depending on the company, it may be
necessary to enter an additional security code to confirm the validity of the card.
Automatic Approval Code

Credit card companies use different types of security codes for automatic credit
card approval (CID, CVC2 or CVV2):
• Visa, Discover, Master Card and Diners Club use the last three digits of the
number on the back of the card for the security code.
• American Express uses the four-digit number on the front of the card for the
security code.
Enter these codes in the CVV field.
Manual Approval Code

For some credit cards you have to call the credit card company and ask them for
the manual approval code.
For these credit cards, select the Enter Approval Code manually check box and
enter the code provided by the credit card company.
Note: For tokenised credit cards, if the token is provided by the airline third-
party payment provider, the manual approval code is mandatory.
How to Select an Alternative Currency for a Credit Card Payment

1. Before you click Apply Payment, in the Payment Solution panel,
Document/(Payment) Currency column, click on Change Payment
Currency.
The alternative currencies available for the credit card are displayed in the
drop-down list.
2. In the drop-down list, select the alternative currency.

The Payment Solution panel is updated with the following additional
information:
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 The exchange rate between the local currency and the alternative currency.
 The alternative currency amount.
 An information icon that, on mouseover, displays a pop-up window of the total

payment amount per currency.
 A Terms and Conditions panel that contains the terms related to the provision of
the alternative currency.
3. Read the terms and conditions to the passenger and select the Conditions
acknowledged by the traveller check box.
The Apply Payment, button becomes available.
Once you have applied the payments, you can mouseover the Amount in the
Form of Payment Summary panel to display the details of the alternative
currency used for the payment.
How to Define Credit Card Instalments

1. Before you click Apply Payment, in the Payment Solution panel, click on
Get Instalment Plans.
The instalment plans available for the credit card are displayed in the
Instalments Plans drop-down box.

2. In the drop-down box, select the number of instalments.

Once you have applied the payments, the instalments are shown in the Form of
Payment Summary panel.
Issuing E-Tickets
Issuing the e-tickets is the last step in a typical flight booking:
What Can You Issue E-Tickets For?

You can issue e-tickets for:
• A complete PNR including all segments and passengers
• Selected passengers only
• Selected TSTs only
What Is an Electronic Ticket?

E-tickets are paperless electronic ticketing documents and have become the
most common method of ticketing flights. Most airlines are evolving away from
paper tickets and towards the use of e-tickets.
With an e-ticket, there is no paper document to print, with the exception of
itinerary receipts, agent coupons and credit card charge forms. Ticketing
information is sent directly to the airline so that passengers can check in at the
airport and board flights without requiring printed tickets.
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When you issue an e-ticket through Amadeus, the system sends the flight
coupons as a message to the airline. If the airline accepts the e-ticket request,
the information is stored in the airline's database as an e-ticket record. The same
information is stored on the Amadeus E-ticketing Server (ETS).
You can display the e-ticket record once it has been created. The e-ticket display
provides all the information related to the e-ticket.
From the e-ticket display, you can perform various follow-up actions, such as
revalidating or reissuing the e-ticket.
When Can I Issue an E-Ticket?

• The PNR must have been priced and a valid TST must exist.
• There must be at least one form of payment.
How to Issue an E-Ticket

1. On the PNR tab, go to the E-Ticket and Electronic Miscellaneous
Document (EMD) Information panel, and click on Issue Document(s).
The Issue Electronic Document(s) window opens, showing the list of TSTs
in the PNR.
2. To issue e-tickets, you select the passengers within each TST.

- By default, all passengers who have not yet been ticketed are selected.
- To issue e-tickets for selected passengers or TSTs only, select the check
boxes next to the passengers who have not yet been ticketed. The same
passenger can appear in several TSTs if one TST does not cover all the
segments.
Passengers on a TST with the ticket status Ticketed (that is, the
Ticketed/Issued column displays Yes) cannot be selected.
3. If you want to have an issuance date other than today's date on the e-ticket,
enter a future or past date in the field provided.
This option is only available if it has been configured for your office.
4. If the e-ticket was paid with a credit card, you can select the Present Credit
Card for Verification check box in order to add a message to the e-ticket
that the agent should verify the traveller's credit card.
5. Click on Issue Documents to issue the document(s).

The Issue Electronic Document(s) window is closed and the E-Ticket and
EMD Information panel in the PNR is updated with the new e-ticket number(s).
Messages at the top of this section inform you about successfully created e-
tickets or any errors encountered.
In the Itinerary Details panel, for each TST, the Ticketed Status column
displays the status for each passenger within the TST.
Note: Whether the Ticketed Status column is displayed depends on your

implementation settings.
Click on an e-ticket number to open the E-Ticket tab.
Explanation: The E-Ticket Display

You can display the e-ticket record once it has been created.
The E-Ticket tab contains the ticket number, the passenger names, the flight
details, fare and other information.
From the E-Ticket tab, you can perform various follow-up actions, such as
revalidating the e-ticket.
Only one e-ticket can be opened within a PNR at a time.
Image: Example Contents of E-Ticket Tab
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 E-ticket Number panel, including e-ticket number, passenger name, and links to
initiate e-ticket follow-up actions.
In addition, this panel shows basic e-ticket issuance and validation data, such as
coupon data, PNR record locator, place and date of issuance and itinerary details.
 Issue Status, indicating, for example, if this is the first issue or if the e-ticket has
already been reissued.
 Fare Information panel, including fare amount, tax amount and total amount.
To display the tax breakdown, click on Taxes.
See What Is a Tax Breakdown? on page 157.
 Additional Information panel, showing tour code, commission, fare calculation,

endorsement messages and other information.
If this ticket is a reissue, click on the Original Issue/In Exchange link to display the
original e-ticket.
 Form of Payment panel, showing the forms of payment and the amounts paid with
them.
What Are the Possible Ticket Statuses?

The following table describes the possible status definitions of a ticket.
Table: Ticket Status Definitions
Ticket Status Description
Not Ticketed No ticket has been issued for this segment for any passenger
in the PNR.
Ticketed The e-tickets of this air segment have been issued for all
passengers in the PNR.
Mixed The e-tickets for this air segment have different statuses for all
the passengers. (For example, one is voided, one is reissued,
one is refunded, one is not issued.)
In this case a tooltip redirects you to the Ticketing section of
the PNR.
N/A Not Applicable: The air segment is ARNK, ghost, or passive.
Refunded The e-tickets for this segment have been refunded for all
Voided The e-tickets for this segment have been voided for all
Unknown The status is unknown, or a ticket number has been entered
manually. This can happen when this air segment has not
been issued for all the passengers and there is a FHE
associated to this air segment or a global FHE.
The ticket status is shown in the Itinerary Details panel in the PNR tab.
Note: Whether the Ticket Status column is displayed depends on your

implementation settings.

Using the Manage Payment Guided Flow

What Is the Manage Payment Guided Flow?
The Manage Payment guided flow is a series of steps that helps you add forms of
payment and then issue e-tickets and/or electronic miscellaneous documents
(EMDs). It guides you step-by-step through all the actions required to issue the e-
tickets and/or EMDs. To issue the e-tickets and/or EMDs, you must complete all
of the steps.
Note: The availability of the Manage Payment guided flow feature depends
upon the configuration of ARD Web.
Prerequisites
To use the Manage Payment guided flow, your PNR must contain documents
(TSTs and/or TSMs) that are eligible for automatic issuance.
How to Start the Guided Flow

1. On the PNR tab, go to the Form of Payment panel and click on Manage
Payment.
2. If a dialogue box with a message to the traveller appears, read the message
to the traveller before proceeding.
The Manage Payment Guided Flow window opens.
Note: If the Manage Payment window opens instead, your ARD Web
system has not been configured to use the guided flow. In this
instance, refer to How to Add Forms of Payment on page 182.
The steps of the flow are displayed at the top of the page:
Manage Issue
Payment Documents
Explanation: Manage Payment Guided Flow Steps

Caution: If you exit the guided flow at any point before the end of the last step,
the flow will be terminated and cannot be restarted. In this instance you
will have to start the flow again.
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Step Action For More Information
Manage 1. Enter the forms of payment. How to Add Forms of

Payment 2. Click on Calculate Payment. Payment on page 182.
Issue 1. Enter the details of the caller.
Documents 2. Click on Issue Documents.
The e-tickets and any EMDs are created
and the PNR page is displayed.
Displaying E-Tickets
What Are the Different Ways to Display E-Tickets?
You can display e-tickets in the following ways:
• Display an e-ticket for the active PNR.
• Display an e-ticket in standalone mode, without displaying the PNR. You can
either enter the number directly or search for it using different search criteria.
How to Display an E-Ticket for the Active PNR

If the PNR contains at least one e-ticket, you can display it as follows:
In the PNR tab, go to the E-Ticket and Electronic Miscellaneous Document
(EMD) Information panel, and click on one of the e-ticket numbers.
The E-Ticket tab is displayed, showing the details of the selected e-ticket.
How to Display an E-Ticket by Its Number

1. On the Home page, expand the Retrieve/Modify menu.
2. Select E-Ticket.
3. Enter the full e-ticket number in the field provided.
The e-ticket is displayed on a new page, without the PNR.

How to Search for E-Tickets

1. On the Home page, expand the Retrieve/Modify menu.
2. Select E-Ticket.
3. Click on the Show Advanced Options link.
4. Select the search criterion you want from the drop-down list:
- Flight Information
- Travel Information
- Credit Card
- Passenger Name
- Form of Identification
- Frequent Flyer
5. Depending on the search criterion selected, fill in the information required.
If only one e-ticket matches the criteria, it is displayed directly.
If several e-tickets match the criteria, a list is displayed. Select an e-ticket
from the list and double-click or click on Open E-Ticket.
The selected e-ticket is displayed on a new page, without the PNR.
How to View the Extended E-Ticket Display

In the E-Ticket tab, click on the Extended E-Ticket Display link.
The E-Ticket Number window opens.
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This display shows additional, carrier-specific information, for example agent IDs
or remarks.
Issuing Itineraries
What Is an Itinerary?
An itinerary provides a travel plan for your customer. The itinerary can contain
information about the following:
• The agency
• The customer
• Mailing and billing addresses
• Flights
• Hotel reservations
• Car rental
• Ground transportation
• Auxiliary segments
• Tours
• Insurance
The information is obtained from the PNR, the office profile, the mini-office profile
and the Amadeus database. Only the data fields that have a value are displayed.
If a translated version exists in the system, you can issue the itinerary in the
desired language.
Example: Itinerary

How to Issue an Itinerary

To issue an itinerary, follow the instructions in Printing, Emailing and Faxing on
page 303.
Issuing Itinerary Receipts

What Is an Itinerary Receipt?
An e-ticket itinerary receipt is a document that accompanies an electronic ticket. It
provides the passenger with detailed flight information and serves as a receipt of
payment.
The itinerary receipt is generated from the Print/Email/Fax Document Receipt
window of a PNR. The receipt can be displayed in a chosen language and it can
be printed, emailed or faxed.
Example: Itinerary Receipt
How to Issue an Itinerary Receipt

To issue an itinerary receipt, follow the instructions in Printing, Emailing and
Faxing on page 303.
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Displaying an E-Ticket and Invoice Report

What Is an E-Ticket and Invoice Report?
An E-Ticket and Invoice Report provides a summary of all documents that were
issued or refunded during a single day within the current sales period.
It lists the sales, refunds and resulting balance by cash, credit, cash and credit
totals, individual form-of-payment type and adjustment totals.
How to Display an E-Ticket and Invoice Report

1. On the Home page, expand the Tools menu and click on E-Ticket and
Invoice Report.
2. Enter the date that you want the report generated from and click on OK.

Chapter 8
Revalidating and Reissuing E-Tickets
Important Concepts to Understand

When Are Follow-up Actions Necessary?
After an e-ticket has been issued, if changes are made to the original booking,
some follow-up action may be necessary. For example, you might have to
revalidate, reissue or refund the e-ticket.
These follow-up actions can be launched from the PNR tab or from the e-ticket
display.
Automated Reprice and Reissue

ARD Web uses Amadeus Ticket Changer (ATC) functionality to reprice flight
bookings that were modified after e-tickets had been issued.
ATC determines if the e-tickets can be revalidated or if they have to be reissued.
It also checks if additional collection, penalties or refunds are required.
After rebooking the itinerary, you can start the automatic repricing process. ATC
retrieves the fares, reprices the itinerary and checks if an automatic reissue is
possible.
Depending on the results, ATC proposes one of the following:
• Continue the automatic flow to prepare the reissue.
If ATC can handle the reissue, you can continue with the automatic
reprice/reissue flow.
If not, a message informs you that you either have to revalidate or reissue
manually.
• Revalidation.
• Manual reprice/reissue flow.
Manual Revalidation
Depending on the changes in the itinerary it may be possible to revalidate the e-
tickets.
You have to display each e-ticket individually and then revalidate it.

Manual Reprice and Reissue

A manual reissue is necessary if ATC cannot handle the reissue.
When Should an E-Ticket Be Revalidated?

An e-ticket may need to be revalidated for the following reasons:
• One or more flight segments in the PNR, for which an e-ticket has already
been issued, are rebooked and the e-ticket needs to be synchronised with
the PNR.
• A PNR, for which e-tickets have been issued, is purged. The e-tickets remain
valid and can be manually entered for a new PNR, but need to be
synchronised with the new booking.
You can revalidate an e-ticket when the following elements change, as long as
there is no change in the fare:
• Airline (same routing)
• Class of service
• Date
• Time
• Flight number
• Arrival or departure airport within the same city
Note: Whether revalidation is allowed depends on the airline. Some airlines
do not support revalidation and use reissue instead.
When you revalidate an e-ticket, you need to associate the original e-ticket
coupon to the rebooked segment.
When Should an E-Ticket Be Reissued?

If you have to make a change to an e-ticket that is not allowed under the
revalidation rules, you must reissue the e-ticket. This is also known as
exchanging the e-ticket.
You need to reissue an e-ticket when any of these elements change:
• Routing
• Fare
• Surcharges
• Taxes
• Booking codes
When you reissue an e-ticket, a new e-ticket is generated with a new number.
Performing Automatic Revalidation with ETSynchronizer

For airlines that have subscribed to e-ticket synchronization, e-tickets may be
revalidated automatically in the background.
ETSynchronizer is used to revalidate e-tickets systematically by applying several
validation checks (for example, coupon/sector match, coupon status, etc.).
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Chapter 8 Revalidating and Reissuing E-Tickets
After a change in the PNR, for example, a date change, there are no coupons
associated to the modified flight segments. In such a case, you normally need to
revalidate the e-ticket and manually associate the flight segments to the correct
coupons. With ETSynchronizer, this can be done automatically.
If you are not sure if you need to revalidate an e-ticket manually or if it has
already been done automatically, you can open the e-ticket and check if coupons
are associated to the flight segments you changed. If they are, you do not need to
do anything.
Prerequisites
The e-ticket number must be stored in the PNR (displayed in the E-ticket panel).
If it is not, you need to enter it manually. See Manually Entering E-Ticket
Numbers on page 204 for more information.
What Is an Original Issue/Issue in Exchange Document?

When you reissue an e-ticket, a new e-ticket number is created automatically.
However, before you can reissue, you need to store the e-ticket number of the
original issue.
This original e-ticket number is stored as an 'Original issue/issue in exchange'
element in the PNR and is shown on the new e-ticket.
'Original issue' refers to the original e-ticket number when the e-ticket is reissued
for the first time. 'Issue in exchange' refers to the subsequent e-ticket numbers if
an e-ticket is reissued more than once. In this case, all previous e-ticket numbers
remain stored in the PNR.
In the manual reissue flow, you will be asked to create it manually. In the
automated flow, this is done automatically in the background.
What Is Additional Collection?

An additional collection (ADC) is required from the traveller when the price of the
new ticket (fare and taxes) is more than the price of the old ticket. This price
change can be due to a voluntary change to the original ticket, such as rerouting,
upgrading or other changes to the itinerary.
If there is an additional collection needed from the traveller, any difference in the
ticket price is processed in the ticket itself.
Can Redemption Bookings Be Revalidated Or Reissued?

In a redemption booking, miles are deducted from a frequent-flyer account at
ticketing time. You can revalidate or reissue e-tickets that have been booked
using miles alone, or with trips booked using a combination of miles and revenue.
Redemption bookings have the following characteristics:
• In the TST created during the booking, redemption data is prefilled, and the
miles are also displayed.
• The redemption form of payment (FOP) is prefilled.
• The FO elements include the miles balance and penalty information.

Manually Entering E-Ticket Numbers

When to Manually Insert an E-Ticket Number in a PNR
If passengers cannot travel as booked, their e-tickets may still be valid and can
be used for a rebooking.
If the PNR has expired in the meantime (this happens four days after the date of
the last flight), you can create a new PNR. You need to book the itinerary and
enter the passenger names and a valid form of payment from the first issue.
You then need to manually enter the original e-ticket numbers of all passengers
that need to be repriced or revalidated.
Manually entered e-ticket numbers are shown with an M indicator in the E-Ticket
panel on the PNR tab.
How to Manually Insert an E-Ticket Number in a PNR

1. In the E-Ticket panel on the PNR tab, click on Add Document Number.
The Add Document Number window appears.
2. Select the first passenger and the associated segments.
3. Enter the e-ticket number of the unused e-ticket.
4. If you are using ETSynchronizer to automatically check and revalidate e-

tickets, select from the following options:
- Enter E-Ticket Coupons for ETSync
You can enter the e-ticket coupon numbers that will be associated to the
selected segments. Enter individual coupon numbers or ranges,
separated by commas.
Example: You have an e-ticket containing four coupons, but you want to
associate only coupons 2 and 3 that correspond to segments 5 and 6 in
the PNR: You select segments 5 and 6 under Sector Association and
enter 2,3 in this field.
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- Force Association for ETSync

When you click on Add E-Ticket Number, ETSynchronizer will do some
consistency checks related to the coupon status. If these checks fail, the
manual e-ticket number is not added to the PNR.
Select this option if this has happened and you now want to override the
checks and force the association of the e-ticket number to the selected
segments.
- Override Coupon/Sector Match for ETSync
This is similar to the previous option, but allows you to override checks on
the coupon/segment information, for example related to board points, off
points and dates.
For more information on ETSynchronizer, see Performing Automatic
Revalidation with ETSynchronizer on page 202.
5. Click on Add E-Ticket Number.
The number is added to the E-Ticket Number Summary.
6. Click on Close to close the window and return to the PNR tab.
The E-Ticket panel now shows the new e-ticket number. An 'M' indicates that it
was added manually. Click on Coupons to check the coupon association.

Revalidating E-Tickets
Workflow: Revalidation
Here are the steps that are required to manually revalidate an e-ticket.
You can either start the revalidation directly, after rebooking the itinerary, or, if
you do not know if a revalidation is possible, you can do an automated repricing
first. For more information, see Reissuing E-Tickets: Automatic Flow on page
223.
Manual Revalidation: Starting from the PNR tab
Manual Revalidation: After Automated Repricing Fails
Prerequisites
• You have retrieved the PNR and changed the itinerary, or created a new
PNR and booked the itinerary.
• The PNR contains at least one e-ticket.
If you created a new PNR that has no e-tickets associated to it, you need to
enter the unused e-ticket numbers manually first. See Manually Entering E-
Ticket Numbers on page 204.
• There is at least one segment that is open (has not yet been flown).
• You are not revalidating standalone e-tickets or original e-tickets.
What Are the Restrictions to Revalidating E-Tickets?

You can only revalidate an e-ticket if the routing does not change. If any changes
are made to the routing you must reissue the e-ticket instead of revalidating it.
E-ticket revalidations are subject to several rules and conditions which are set by
the carrier. To see if an airline-allows e-ticket revalidation, enter HE ETT XX
(where XX is the two-character airline code) in the Amadeus information pages. If
an airline allows e-ticket revalidation, check directly with the airline for its rules
and conditions.
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When Should You Revalidate Multiple E-Tickets?

You should choose to revalidate multiple e-tickets when:
• One or more flight segments of several e-tickets in the same PNR (for which
the e-tickets have already been issued) are rebooked. The e-ticket records
need to be synchronised with the new PNR reservation data.
• A PNR for which several e-tickets have been issued is cancelled. The e-
tickets remain valid and can be used for future travel. However, the e-tickets
must be synchronised with the new PNR reservation data when the new PNR
is created and the e-ticket numbers are manually entered in the PNR.
How to Revalidate a Single E-Ticket

1. On the E-Ticket tab, click on the Revalidate link in the Ticketing column.
The E-Ticket Revalidation window opens, showing the passenger name, the
e-ticket number, a table listing the segments and another table listing the
open e-ticket coupons of the selected e-ticket.
2. In the upper table, select the flight segments you want to revalidate.
3. In the lower table, select the coupons associated to these segments.
4. If the need to revalidate the e-ticket is initiated by the airline and not by the
traveller, select the reason for the revalidation from the Involuntary
Revalidation drop-down list.
Example: Schedule Change
5. By default, the Not Valid Before and Not Valid After dates are changed
automatically according to the fare rules if the date on the e-ticket changes.
6. Click on Revalidate.
If the revalidation is successful, the e-ticket is updated and redisplayed.
If the revalidation is not successful, the E-Ticket Revalidation window remains
open and displays an error message. You can correct your selection and try to
revalidate again.

How to Revalidate All E-Tickets

1. In the Itinerary Details panel of an existing PNR, click on Modify Flights.
2. Make the passenger-requested change to the itinerary and click on Apply.
3. Click on Close.
4. In the E-Ticket and Electronic Miscellaneous Document (EMD)
Information panel, click on Revalidate E-Tickets.
5. Select All E-tickets and click on Revalidate All.
Note: When the E-Ticket Revalidation window opens, by default the first
available group of e-tickets is displayed, but none of the individual
e-tickets are selected. The Next Step button is disabled. You must
select at least one e-ticket to enable the Next Step button.
A success or failure message is displayed.
How to Revalidate Multiple E-Tickets

1. In the Itinerary Details panel of an existing PNR, click on Modify Flights.
2. Make the passenger-requested change to the itinerary and click on Apply.
3. Click on Close.
Information panel, click on Revalidate E-Tickets.
208 Edition 3.3

5. Select the e-ticket numbers for which the itinerary change has been made
and click on Next Step.
6. Select the flight segment and the e -ticket coupon number to be revalidated,
then click on Revalidate.
A success or failure message is displayed.

Reissuing E-Tickets: Manual Flow
Understanding the Reissue Manual Flow
What Is the Reissue E-Ticket Manual Flow?

The reissue e-ticket manual flow is a guided flow that allows you to select and
reprice an e-ticket, add forms of payment and then reissue e-tickets and/or
electronic miscellaneous documents (EMDs).
The flow guides you step-by-step through all the actions required. To reissue the
e-tickets and/or EMDs, you must complete all the steps of the flow.
When Is Manual Reissue of an E-Ticket Necessary?

If you are performing an automatic ticket change and the automatic repricing fails,
you need to manually reprice and reissue the e-tickets.
If you already know that the automatic flow is not possible, you can also directly
launch the manual reprice/reissue from the Itinerary Details panel in the PNR
tab.
Prerequisites
• You have retrieved the PNR that was used to issue the original tickets and
changed the itinerary.
Or:
You have created a new PNR, booked the itinerary and manually entered the
original e-ticket numbers. See Manually Entering E-Ticket Numbers on page
204.
• The PNR must contain at least one e-ticket.
• If you want to update an existing TST, but it contains passengers whose e-
tickets you do not want to reissue, you must first remove these passengers
from the TST. To do this, split the TST before you start the reissue. See
Splitting TSTs on page 177.
210 Edition 3.3

How to Start the Manual Reissue Guided Flow

On the PNR tab, go to the Itinerary Details panel and click on Reprice/Reissue
E-tickets Manually.
You can also use the Manual reissue of PNR link from the Reprice Itinerary
step in the automatic repricing/reissue flow, if the automatic repricing fails.
Note: The Reprice/Reissue Tickets Manually link is unavailable when
repricing is not applicable.
The Manual Reprice/Change E-ticket panel is displayed and the first step,
Select TST, is visible.
The steps of the flow are displayed at the top of the panel:
Select TST Select E-ticket Reprice Manual Manage Form Create Original
Itinerary Update TST of Payment Document
Step 1: Select TST
1. Select an existing TST, or click on New TST to create a new TST.

If segments overlap, you may have to delete a TST first, using the Delete
link, and then create a new TST.
The Select E-Ticket step is displayed.
Step 2: Select E-Ticket

1. In Select Reissue Flow Type, select one of the following:
- Standard Flow: Select this option to display e-tickets in which all the
coupons are active.
An active coupon has the status O, A, P or U.
- Disruptive Flow: Select this option to display e-tickets in which one or
more coupons have been flown or partially flown. The e-ticket can also
include active coupons.
A flown, or partially flown, coupon has the status F, L or C.
Select this flow for an involuntary reissue due to a diverted flight.

Note: Coupon status codes are: O (open), A (airport control), P (printed),

F (flown), L (boarded/lifted), C (checked-in)
2. Select the e-tickets to be reissued.
Some e-tickets will be selected by default, but you can change this selection.
When changing the selection, consider the following:
- Only select one e-ticket per passenger.
- The same passenger can appear several times, with different e-ticket
numbers if separate e-tickets were issued for different segments.
- Make sure you select the e-tickets for all passengers in the TST.
If the TST contains passengers whose e-tickets you do not want to
reissue, you need to remove these passengers from the TST. In this
case, cancel the process and split the TST first.
- If you select several e-tickets, because, for example, the same changes
are required for several passengers, make sure you select only e-tickets
that have the same routing, booking class, coupon status, and so on, as
the TST selected in the first step.
If in doubt, click on the TST History link at the top right-hand side of the
screen to check the TST details, or click on the e-ticket numbers to check the
e-ticket display.
Note: Make sure you select the correct e-tickets. There are no checks at
this stage, but the process will fail later on if you make a mistake.
The Reprice Itinerary step is displayed.
212 Edition 3.3

Step 3: Reprice Itinerary
1. Select the reason for the reprice/change:

- Voluntary Reissue if initiated by the traveller.
Or:
- Involuntary Reissue if initiated by the airline.
Note: If you selected the Disruptive Flow in the Select E-Ticket step,
Involuntary Reissue will be selected by default and Voluntary
Reissue will be greyed out and cannot be selected.
2. In the New Itinerary panel, select the itinerary segments that you want to
reprice.
Make sure you select the segments that correspond to the e-tickets you
selected in the previous step. If in doubt, click on Previous Step to check.
Flown segments are shown for information only and cannot be selected.
3. If you want to change the passenger type code, click on the link in the PTC
column.
4. If you selected Voluntary Reissue:
a) Click on Show Advanced Options to check and, if necessary, modify
the pricing options.
b) Click on Update Fares.
The list of available fares is displayed. You can click on a fare to display
its price breakdown.
c) If you are satisfied with one of the shown fares, select the fare.
If not, change the pricing options and update the fares again. You can
repeat this as often as necessary.
The Manual Update TST step is displayed.

Step 4: Manual Update TST
How to Update a TST for an Involuntary Reissue
Issuing Status Information Panel

In the Issuing Status Information panel (section 2), the issuing status is shown
as Involuntary.
The Origin/Destination field is filled with the city code of the origin from the
original ticket, even in the case of a partially flown PNR. For example, if an e-
ticket has the itinerary SIN-HKG-SIN-BKK-SIN, the Origin/Destination field will
show SINSIN. If the segment SIN-HKG is flown and you perform a reissue from
HKG-SIN-BKK-SIN, the origin and destination shown in the TST remain SINSIN.
Note: A segment is considered flown if the coupon status is Flown (F),
Checked-in (C), or Boarded (B).
In the case of multiple e-ticket selection, the origin shown is that of the first e-
ticket selected. In the case of a partial exchange, where the original ticket has a
coupon status 'exchanged', the value of the origin is taken from the new fare.
Fare Information Panel

The Fare Information panel (section 3) for the updated TST is empty, as the
passengers are not charged for an involuntary reissue. The Equivalent Fare field
is filled with the value from the original TST (in the case of an existing TST), or
from the original e-ticket (in the case of a new TST), if an equivalent exists.
The currency shown for the total tax and total fare is the currency of the new
issuing office. In the following example, the e-ticket is reissued in an Australian
office so AUD is shown.
214 Edition 3.3

Additional Information Panel

In the Additional Information panel, the Fare Calculation line for the new TST
shows an Involuntary indicator:
If you selected the Involuntary Reissue option in the Reprice Itinerary step,
usually you do not need to change any information in the Manual Update TST
step.
There may, however, be instances where you need to change information in the
TST. For instance, if you selected the Disruptive Flow in the Select E-Ticket
step, to comply with industry standards, in the Endorsement/Restriction field,
you should enter 'INVOL REROUTE'.
To make changes to the TST:
1. If you need to make changes to the taxes or fees, make these changes
before modifying the TST. Click on Modify Taxes or Modify Fees and make
the appropriate changes.
3. Make the required changes.
4. Click on Update TST to save the TST.
The Manual Update TST screen is refreshed and the fields are no longer
editable.
The Manage Form of Payment step is displayed.
See Step 5: Manage Form of Payment on page 220.
How to Update a TST for a Voluntary Reissue

If you selected an existing TST in the Select TST screen, the Manual Update
TST screen is prefilled with information from the original and the new TST.
If you chose to create a new TST in the Select TST screen, the Manual Update
TST screen is prefilled with information from the original e-ticket. The Fare
Information panel for the updated TST is empty and needs to be filled in
manually.

Here is a typical Manual Update TST screen for a voluntary reissue:
 Original TST/E-ticket Itinerary and Updated TST Itinerary panels

• Original TST/E-ticket Itinerary panel
Displays segment information from the original TST (if you selected an
existing TST) or from the original e-ticket (if you selected New TST). Fields
are not editable.
• Updated TST Itinerary panel
Contains editable fields for Stopover, Fare Basis, NVB (non-valid before
date), NVA (non-valid after date), and Baggage.
Fields containing information on already flown segments cannot be edited.
 Issuing Status Information panel

Displays Issuing Status, PNR Discrepancy, and Origin/Destination information
for the original TST or e-ticket, the new fare and the updated TST.
For a new TST, you need to select the issuing status in the Updated TST column.
For the updated TST, you can edit the issuing status and the origin/destination
information.
The Voluntary or Involuntary indicator cannot be changed and depends on what
you selected in the Reprice Itinerary screen.
216 Edition 3.3

 Fare Information panel

Displays fare data for the original TST or e-ticket, for the new fare and for the
updated TST.
You can edit the fare information for the updated TST.
If you selected New TST, you need to manually fill in the fare information fields for
the updated TST.
If you need to enter taxes, see How to Update the Taxes for a TST for a Voluntary
Reissue below.
 Additional Information panel

Displays tour code, commission, fare calculation, payment restrictions, original
document number, endorsements and restrictions for the original TST or e-ticket,
for the new fare and for the updated TST.
You can edit this information for the updated TST.
If you selected New TST, you need to manually fill in these fields for the updated
TST.
For more information on the fields, see Explanation: The TST Display on page
168.
Update the TST as follows:
1. If you need to make changes to the taxes or fees, make these changes
before modifying the TST. Click on Modify Taxes or Modify Fees and make
the appropriate changes. For more information, see How to Update the
Taxes for a TST for a Voluntary Reissue below.
3. Enter or modify information in the editable fields as required.
Yellow fields are mandatory.
- To reset all fields to the values shown when you first opened this screen,
click on the Reset All link in the upper right corner.
- To clear all editable fields, click on the Clear All link in the top right
corner.
For more information on the sections you need to update, see Explanation:
The TST Display on page 168.
4. If you added taxes, make sure you update the total amount.
5. Click on Update TST to save the TST with your changes.
The Manual Update TST screen is refreshed and the fields are no longer
editable.
If you want to make more changes, click on Modify TST again.
The Manage Form of Payment step is displayed.
See Step 5: Manage Form of Payment on page 220.
How to Update the Taxes for a TST for a Voluntary Reissue

1. Click on the Modify Taxes link at the top of the Manual Update TST screen.
The Modify Taxes window opens.

Example: Modifying Taxes (Multi-currency)
- The Original Tax panel contains the original taxes paid at previous
issuance. The status is always set to Paid. If the TST contains multiple
currencies, there can be multiple rows corresponding to several
currencies, due to different reissues.
- The New Tax panel shows the taxes from the current pricing, taking into
account the current itinerary.
- The Tax Update panel is filled with the calculated tax amount (the
balance of old and new taxes) and appropriate status.
2. Modify the taxes for the updated TST as follows:
218 Edition 3.3

- For each tax, enter the currency, the amount and the status in the Tax
Update panel.
- To clear the fields for a tax, click on the Clear link at the end of the row.
- To reset all editable fields back to their original value, click on the Reset
link.
- To add additional taxes, click on the Additional Tax link.
3. If you are working with more than one currency and want to convert between
currencies:
a) Click on Show Currency Converter, enter the conversion details and
click on Convert to obtain the banker's rate for conversion.
b) Enter the banker's rate in the Banker's rate field and click on Calculate
Tax Update.
The fields in the Tax Update panel are automatically filled in with the
balance for each tax and the appropriate status. The Total table at the
bottom of the window is also updated with the total tax update.
4. Once you have finished making modifications to the amounts, click on
Update total table.
The total tax is recalculated and is displayed in the Total table.
5. Click on Apply to save the changes to the TST and return to the Manual
Update TST screen.
6. Click on the Taxes link in the Update TST column to display the tax
breakdown.

Step 5: Manage Form of Payment
When you reissue a ticket, you need to:

• Store the old forms of payment used for the original issue.
These are then shown as 'OLD' forms of payment on the PNR tab.
• Add the new forms of payment for the reissue in the PNR.
1. In the Original Form of Payment panel select up to three existing forms of
payment using the Payment Type drop-down lists.
2. In the New Form of Payment panel, enter the new form of payment, you
have two options.
- Enter one or two new FOPs for one TST only (the TST can contain one
or more passengers):
In the Document Association list, select a TST. Then choose to enter
either one or two forms of payment.
- Enter a single FOP for all TSTs.
In the Document Association list, select All Documents.
3. In the FOP panel, select the payment type and fill in the details.
4. Click on Arrange FOP.
This removes the original FOP and adds the new one to the Form of
Payment summary at the bottom of the screen.
220 Edition 3.3

5. Repeat these steps until each passenger / TST has a new form of payment.
Step 6: Create Original Document

The final step in the manual flow is to create the original issue/issue in exchange
document. The original issue/issue in exchange element in the PNR stores the
original e-ticket number.
The Create Original Document screen shows the list of e-tickets you selected
for reissue in the Select E-ticket step.
The e-tickets are shown with the following status information:
Status Explanation
To Be Done The original issue/issue in exchange element still needs to be created.

Check FO An original issue element already exists in the PNR, for example
because the e-ticket has already been reissued. In this case, an issue-
in-exchange number needs to be created.
(Done) This icon is displayed for e-tickets that have already been processed
and for which an original issue/issue-in-exchange element exists.
Fill in the Create Original Document screen as follows:

1. In the list of e-tickets, either:
- Select the e-ticket you want to work on.
Or:
- Select Create Manually if you want to create an original document
manually.

2. Select whether to include all coupons or include specific coupons.

If you selected the Disruptive Flow in the Select E-Ticket step, Include
Specific Coupons will be selected by default.
The Original Document Number and First Exchange Document Number
panels are automatically filled with information from the original e-ticket;
including or excluding coupon numbers as appropriate.
3. If necessary, in the Selected Indicators (Diversion) drop-down list, select
one or more diversion options:
- Diversion: Appends the *D indicator in the FO line.
This option is preselected if you selected the Disruptive Flow in the
Select E-Ticket step.
- Involuntary: Appends the *I indicator in the FO line.
- Redemption Document: For mixed mode sites, displays Miles and
Penalty (Miles) fields.
Note: The options available in the Selected Indicators (Diversion) drop-

down list depend upon your system configuration.
4. If necessary, in the Coupon fields, enter the coupon numbers you want to
reissue.
Click on Add if you have to enter more than four coupons.
The first coupon number to be entered is the number of the first unused
coupon with status O (Open) or A (Airport control).
5. Check the information displayed in the other fields and modify if necessary.
If you selected Create Manually, all fields are cleared and you should
manually enter the original e-ticket number, the coupon number and the date
and place of the first issue. For a conjunction ticket, enter the first ticket
number only.
222 Edition 3.3

6. When all information is correct, click on Add Original Document.

If the original issue/issue in exchange document is created successfully, the
e-ticket is shown with a green check mark and the Original Document
Summary panel is updated.
7. Repeat these steps with any other e-tickets.
8. When all e-tickets are shown with the green check mark, click on Close to
return to the PNR display.
How to Cancel a Manual Reissue

If you want to cancel the reissue flow, consider the following:
• Cancel before manual TST update
You can cancel the reissue before you have confirmed the manual TST
update, by clicking on the Cancel button provided on the Select TST, Select
E-ticket, Reprice Itinerary and Manual Update TST screens.
If you cancel the process on any of these screens, the tickets in your PNR
have not yet been changed.
However, any changes you made to the PNR before you started the repricing
remain (change of dates, booking class, etc.). This means that the
information in the PNR no longer matches the original tickets, so you need to
remember to undo the changes you made to the PNR.
• Cancel after manual TST update
When you confirm the manual TST update, arrange forms of payment or
create the original issue documents, the PNR is updated with each step you
perform.
You can click on the Close button provided on the Arrange FOP and Create
Original Document screens, but this only closes the guided flow.
At these stages, the tickets have already been changed. If you want to undo
changes to the tickets and to the PNR, you need to do this manually (for
example, you may have to manually update the TSTs).
All changes are ignored if you ignore the PNR.
Reissuing E-Tickets: Automatic Flow
Understanding the Reissue Automatic Flow
What Is the Reissue E-Ticket Automatic Flow?

The automatic flow for reissue of e-tickets is a feature of ARD Web that uses
Amadeus Ticket Changer (ATC) to reprice modified flight bookings for which e-
tickets have already been issued.
ATC determines if the e-tickets can be revalidated or if they have to be reissued.
It also checks if additional collection, penalties or refunds are required.

The automatic flow is a guided flow. The steps of the guided flow help you select
and reprice a ticket, add forms of payment and then reissue e-tickets and/or
electronic miscellaneous documents (EMDs). The flow guides you step-by-step
through all the actions required to reissue the e-tickets and/or EMDs. To reissue
the e-tickets and/or EMDs automatically, you must complete all the steps of the
flow.
At the repricing step of the flow, if repricing fails, you can:

• Manually revalidate the tickets. See Revalidating E-Tickets on page 206.
• Manually reissue the tickets. See Reissuing E-Tickets: Manual Flow on page
210.
Caution: If you exit the guided flow at any point before the end of the last step,
the flow will be terminated and cannot be restarted. In this instance you
will have to start the flow again.
Prerequisites
• You have retrieved the PNR and changed the itinerary, or created a new
PNR and booked the itinerary.
• The PNR contains at least one e-ticket.
If you created a new PNR that has no e-tickets associated to it, you need to
enter the unused e-tickets manually first. See Manually Entering E-Ticket
Numbers on page 204.
How to Start the Automatic Flow

On the PNR tab, go to the Itinerary Details panel and click on Reprice/Change
E-tickets Automatically.
Alternatively, if the Flight Search tab is displayed, in the Itinerary Details panel,
click on Reprice/Change Tickets Automatically.
Note: The Reprice/Change Tickets Automatically link is not available when

repricing is not applicable.
224 Edition 3.3

The Reprice/Change E-Ticket Automatically panel is displayed and the first

step, Select E-ticket, is visible.
The steps of the flow are displayed at the top of the panel. The steps depend
upon the type of change:
Revenue (Voluntary) Change
Select E-ticket Reprice Manage Form Issue

Itinerary of Payment Documents
Revenue (Involuntary) Change
Select E-ticket Select New Itinerary Manage Form Issue

and Coupons of Payment Documents
The e-tickets are displayed, grouped according to their routing details. E-tickets
with the same routing and coupon status are displayed as rows within the same
group.
Step 1: Select E-Ticket
1. Select the type of change.

2. Select the e-tickets to be modified.
Some, or all, e-tickets are selected by default, but you can change this
selection. When changing the selection, consider the following:
- Only one e-ticket per passenger can be handled at a time.
- The tickets you select should contain the same itinerary.
If in doubt, click on the e-ticket number links to display the e-ticket details.
Note: Make sure you select the correct e-tickets. There are no checks at
this stage, but the process will fail later on if you make a mistake.


The Reprice Itinerary step or the Select New Itinerary and Coupons step
is displayed.
Step 2: Reprice Itinerary Or Select New Itinerary and Coupons

Depending upon the type of change you selected, this step is either:
• Reprice Itinerary if you selected a voluntary change. See Step 2: Reprice
Itinerary below.
Or:
• Select New Itinerary and Coupons if you selected an involuntary change.
See Step 2: Select New Itinerary and Coupons on page 228.
Step 2: Reprice Itinerary

reprice.
Flown segments are shown for information only and cannot be selected,
however, they will be taken into account in the repricing process.
2. If you want to change the passenger type code, in the Passenger panel, click
on the link in the PTC column. If you want to enter discounts, click on in the
PTC column.
3. Click on Show Pricing Options to check and, if necessary, modify the
pricing options.
Note: Depending on your ARD Web implementation, you may have the
additional option to select Amadeus Best Pricer.
Example: Pricing Options for Revenue Voluntary Change
Example: Pricing Options for Redemption Change
226 Edition 3.3

4. Click on Reprice.
If the repricing calculations are successful, the Repricing Summary panel is
displayed, listing price breakdown and actions to take for each passenger.
The list of available fares is displayed.
Example: Repricing for Voluntary Change
If the repricing calculations fail, and Amadeus Ticket Changer cannot handle
the repricing, an error message is shown, telling you that an automatic
reissue is not possible. In this instance, click on the Manual Reissue Of PNR
link to follow the guided manual process. See Reissuing E-Tickets: Manual
Flow on page 210 for more information.
5. Optional: To view the details of a passenger's fare, click on the passenger in
the Repricing Summary panel.
The Repricing Details panel is displayed. The panel is informative only and
provides details of how the repricing of the passenger's fare was calculated.
Example: Repricing Details Panel

6. Optional: To view alternative prices, modify the pricing options and then click
on Reprice. You can repeat this as often as necessary.
7. Click on Confirm to accept the repriced fare.
New TSTs are created in the background and added to the PNR and the
Manage Form of Payment step is displayed. See Step 3: Manage Form of
Payment below.
Step 2: Select New Itinerary and Coupons

reprice.
Flown segments are shown for information only and cannot be selected,
however, they will be taken into account in the repricing process.
2. If you want to change the passenger type code, in the Passenger panel, click
on the link in the PTC column. If you want to enter discounts, click on in the
PTC column.
3. Select the e-ticket coupons against which the new itinerary segments should
be issued.
4. Click on Confirm to accept the repriced fare.
New TSTs are created in the background and added to the PNR and the
Manage Form of Payment step is displayed. See Step 3: Manage Form of
Payment below.
Step 3: Manage Form of Payment

When you reissue a ticket, you need to store the old forms of payment (FOPs)
used for the original issue and add the new ones for the reissue in the PNR.
1. In the Original Form Of Payment panel, select the Payment Type used to
pay for the original fare.
2. In the New Form Of Payment panel, select the Payment Type and enter the
details of the form of payment.
3. Click on Calculate Payment.
The Form of Payment Summary and the Remaining Amount to be paid
are updated.
228 Edition 3.3

Step 4: Issue Documents
1. If necessary, select passengers/TSTs and set options for the e-tickets.

2. Click on Issue Documents.
The e-tickets are reissued and displayed on the PNR tab.
How to Cancel an Automatic Reissue

You can cancel an automatic reissue flow either before or after confirming the
repricing.
Cancelling before confirming the repricing

To cancel the reissue before you have confirmed the repricing in the Reprice
Itinerary screen, click on the Cancel button provided on the Select E-ticket and
Reprice Itinerary screens.
If you cancel the process on any of these screens, the tickets in your PNR will
remain unchanged, but any other changes you made to the PNR before you
started the repricing (change of dates, booking class, etc.) remain. This means
that the information in the PNR no longer matches the original tickets, so you
need to remember to undo the other changes you made to the PNR.

Cancelling after confirming the repricing

When you confirm repricing and proceed to the Manage Form of Payment step,
the PNR is updated.
You can click on the Close button provided in the Manage Form of Payment
step, but this only closes the guided flow.
At this stage, the tickets have already been changed. If you want to undo
changes to the tickets and to the PNR, you need to do this manually (for
example, you may have to manually update the TSTs).
Note: All changes are discarded if you ignore the PNR.
Displaying an Original E-Ticket

Why You Need to Display an Original E-Ticket
You may need to display an original e-ticket if there has been an update to an
itinerary and a new e-ticket has been issued. A link to the original e-ticket is
available in the Additional Information panel of the E-Ticket tab.
When you click on the e-ticket number link, the e-ticket is displayed as a new task
in the task bar. This feature offers flexibility because you can switch between the
tasks of accessing the current PNR/e-ticket and accessing the original e-ticket.
Example: E-Ticket Standard Layout Containing Original E-Ticket Link
230 Edition 3.3

How to Display an Original E-Ticket

1. Retrieve a PNR.
2. Make an update to the PNR, such as a change to the class of the itinerary.
3. Manually reissue the ticket.
4. In the PNR tab, go to the E-Ticket and Electronic Miscellaneous
Document (EMD) Information panel, and click on New E-Ticket Number.
5. On the E-Ticket tab, in the Original Issue/In Exchange field, click on
Original E-Ticket Number.
Checking for Ticket Inconsistencies

When Do You Need to Check for Inconsistencies?
When you modify the air sectors in a PNR, you must then check if the documents
are still synchronised with the sectors present in the PNR.
The Ticketing Detailed Diagnostic (TDD) tool is part of the ET Synchronizer, and
can be launched from the PNR. You can use it to check for inconsistencies
between the E-tickets of the PNR and the air sectors.
This should be done after any of the following modifications:
• Adding a new flight segment
• Cancelling or rebooking a ticketed flight segment
• Manually entering an E-ticket number (FHE element)
• Voiding or refunding an E-ticket
For further information on the ET Synchronizer, see Performing Automatic
Revalidation with ETSynchronizer on page 202.

How to Use the Ticketing Detailed Diagnostic

1. In the PNR tab, in the Itinerary Details panel, click on Get Document
Diagnostic.
2. The Document Diagnostic screen is displayed with passengers and sectors
expanded.
3. Select the relevant passengers and sectors and click on Get Diagnostic.
Note: All passengers and sectors are selected by default.
4. The diagnostic result is displayed.
By default, only the mismatch status is selected.
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Click on the Find Coupon link in the Coupon column to access the Best
Match Coupon display. You can then find the ticket number or E-ticket
coupon that matches a specific air segment in the PNR.
The result at the bottom of this example shows that no coupon has been
found to match the passenger with sector three.

This example displays a match between passenger 1, sector 1 in the PNR

and coupon 1 of the e-ticket .
Note: The functionality of Ticketing Detailed Diagnostic and Best Match

Coupons depend on office profile settings (TDD set to Yes; TDI set to
Yes), as well as settings in the Airline Product Table.
Displaying an E-Ticket History

How to Display an E-Ticket History
1. On the PNR tab, go to the E-Ticket and Electronic Miscellaneous
Document (EMD) Information panel and click on the e-ticket number.
2. On the E-Ticket tab, click on the E-Ticket History link in the Display
column.
3. The E-Ticket History window opens with the extended history displayed by
default.
4. To display the simple history, click on the Simple View link.
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FAQs: Ticketing
Function Question Answer
Coupon control When does an operating carrier This will depend on a setting in the
(OC) get the coupon control from Electronic Ticket Server (ETS) where the
a validating carrier (VC)? VC specifies when the coupon is pushed to
the OC after ticket issuance (using the
setting UAC Period in ETS GUI - FOS).
When coupon statuses are By using the Force Coupon Status (FCS),
changed to the final status, can you can update the coupon from any status
we change them back to O if we to O provided:
are the control desk office? • The coupon has not been purged from
ETS database.
• The agent can successfully get the
control of coupon.
• The ETS setting (in the FCS table)
allows this agent to perform this FCS.
When an operating airline gets The validating airline can request the
coupon control, can the control back from the operating airline (or
validating airline pull coupon controlling airline), with a get coupon
control back? control function.
What are the e-ticket coupon If a VC gets control of the coupon that was
statuses that an OC and a VC on the OC side:
will see when a VC uses push • Coupon status on VC side: A --> O
and get coupon control
functions? • Coupon status on OC side: O --> N
(Where N means 'Notified', and is the
status on the OC side when the coupon has
gone back to the VC.)
If a VC pushes the control of the coupon to
an OC:
• Coupon status on VC side: O --> A
• Coupon status on OC side: O
Sales Reports Is it possible to set the time for Normally, the sales report will be closed
closing a sales report? automatically at midnight. If users want to
close a sales report earlier they will have to
do it manually.

Chapter 9
Refunding E-Tickets
What Can I Refund?

You can refund e-tickets for:
• A complete PNR including all segments and passengers.
• Selected passengers only.
• Selected TSTs only.
What Are Automated Refunds?

Automated Refunds (refunds) allow airlines and markets that are using Amadeus
to refund sale documents such as paper tickets, e tickets, MCOs, XSBs and
EMDs.
Prerequisites for Refunds
• The office profile record indicator ARF in your office profile is set to 'Yes'.
• A refund table for your stock provider exists. This table determines the
information that is allowed and not allowed for automated refunds.
Note: The back office Amadeus Interface Record (AIR) generation is optional.
Processing E-Ticket Refunds

When Can I Refund an E-Ticket?
You can refund an e-ticket for the following coupon statuses:
• O (Open for use)
• A (Airport control)
• P (Print)
You cannot select individual coupons to refund; you must refund all coupons with
the same coupon status.
You can process refund records directly for full refunds or manually update them
for partial refunds. You can also process tax-only refunds.

What Types of E-Ticket Refunds Are Possible?

The following types of refunds are possible in ARD Web:
Refund Type Description
Automatic ATC Refund ATC Refund enables you to refund an e-ticket in the
See How to Refund an E- case of a partially flown or fully open itinerary, without
Ticket: Automatic ATC manually computing used fare amounts or penalties.
Refund on page 244. For e-tickets issued on a group PNR:
• You can use ATC Refund to refund e-tickets on a
ticket-by-ticket basis. Note that the availability of
this feature depends upon the configuration of
ARD Web.
• You cannot use ATC Refund to refund all the e-
tickets in one operation.
Note: ATC Refund is not applicable for reissued e-
tickets or involuntary refunds.
Manual Voluntary Refund You can issue a Voluntary Refund for fully open e-
See How to Refund an E- tickets or EMDs, and partially flown e-tickets or partially
Ticket: Manual Voluntary used EMDs.
Refund on page 244.
Manual Involuntary Refund You can issue an Involuntary Refund for fully open and
See How to Refund an E- partially flown e-tickets in the case of a flight disruption
Ticket: Manual Involuntary or any airline-initiated flight cancellation.
Refund on page 250. The refund is calculated for all coupons with the status
O (Open for use), A (Airport control) or P (Print) by the
fully or partially paid fare, taxes and, if applicable,
airline ticketing fees (OB fees).
Manual Cover Refund You can initiate a Cover Refund for all flown (used)
See How to Refund an E- segments. The fully or partially paid fare, taxes and, if
Ticket: Manual Cover Refund applicable, airline ticketing fees (OB fees) for e-tickets
on page 254. and EMD with a coupon status different from O (Open
for use), A (Airport control) or P (Print) will be refunded.
Note: If the parameter CoverRestrictedToFlown
is set to TRUE, you can only select flown
coupons (coupons with a status different
from O (Open for use), A (Airport control) or
P (Print) for a Cover Refund. Therefore the
Cover Refund option should not be available
for fully open (unused) e-tickets and EMDs.
Manual Zero Refund You can initiate a Zero Refund to process a refund with
For more information, see a total amount equal to zero.
How to Refund an E-Ticket:
Manual Zero Refund on page
255.
What Are the Basic Steps for Refunding an E-Ticket?

You can perform the refund of an e-ticket with a maximum of five steps.
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Chapter 9 Refunding E-Tickets
1. (Mandatory) Initiate the Refund: On the PNR tab, in the E-Ticket and
Electronic Miscellaneous Document (EMD) Information panel, click on
Refund next to the e-ticket number you want to refund.
Alternatively, click on the Refund link on the E-ticket tab.

The Refund E-Ticket panel is displayed.
2. (Mandatory) Refund Actions: Select the type of refund you want to perform:
- Automatic ATC Refund
- Manual Voluntary Refund
- Manual Involuntary Refund
- Manual Cover Refund
- Manual Zero Refund
3. (Optional) Pricing/Fare Notes: This step is only necessary for the following
refunds:
- A voluntary refund of a fully open e-ticket.
- A voluntary refund of a partially flown e-ticket.
- An involuntary refund of a partially flown e-ticket.
- A cover refund.

The Manual Refund Pricing Guide appears in this step in order to assure
that you complete all the necessary actions to process these refund types. To
do this, you must:
- Check the fare notes for e-ticket refund eligibility.
- Check any applicable refund penalties.
Additionally, for partially-flown itineraries:
- Note the used fare.
- Note the fare calculation.
- Note the refundable/used OB fees (for an involuntary refund of a partially
flown itinerary).
- Note the refundable/used taxes.
For more information on the Manual Refund Pricing Guide, see What Is the
Manual Refund Pricing Guide? on page 241.
In this step, you use the Informative Pricing functionality in order to gather the
data and complete the necessary tasks listed above. For more detailed
information on performing this step, see How to Refund an E-Ticket: Manual
Voluntary Refund on page 244.
By default, when you initiate the refund in step one, the system retrieves the
itinerary corresponding to the e-ticket. You can then use this itinerary to
launch the Informative Pricing search panel.
For more information on informative pricing during the Pricing/Fare Notes
step of the refund process, see What Is the Informative Pricing Search Panel
for Refunds? on page 242.
You must choose the same fare options and conditions that were used for
issuing the e-ticket in order to find the right fares; for instance, you must
override the ticketing date to the past in order to access past fares for
partially-flown itineraries.
In the case of reissued e-tickets, the Initiate Refund step might not return the
full itinerary of the e-ticket. It is your responsibility to enter the full itinerary
and perform the informative pricing.
For more information on informative pricing for e-tickets, see What Is
Informative Pricing? on page 134.
Note: The Pricing/Fare Notes step is skipped automatically for Manual
Involuntary Refunds when the e-ticket is fully open and not
reissued; for Automatic ATC Refunds; and for Manual Zero
Refunds.
4. (Mandatory) Refund Record: Preview the refund record prior to its
confirmation. You have the possibility to modify data before confirming it. For
more information, see How to Update the Refund Record on page 257.
5. (Mandatory) Confirm Refund.
The refund record is displayed.
Note: You cannot reverse the refund at this point.
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After you have successfully refunded an e-ticket, it appears with the word
Refunded in the PNR:
After an e-ticket has been refunded, the Refund link remains active. At this point,
you can click on Refund to begin the process that allows you to view the
Refunded Record Display. For more information, see How to Display the
Refund Record on page 256.
What Is the Manual Refund Pricing Guide?

The Manual Refund Pricing Guide panel works together with the Informative
Pricing functionality as a guide, to assure that you perform all of the tasks
necessary to complete the following refund types:
• A voluntary refund of a fully open e-ticket.
• A voluntary refund of a partially flown e-ticket.
• An involuntary refund of a partially flown e-ticket.
• A cover refund.
When you initiate one of the refund types listed above, the Manual Refund
Pricing Guide appears in the Pricing/Fare Notes step. (See What Are the Basic
Steps for Refunding an E-Ticket? on page 238.) Depending on the type of refund
you are performing, you are required to enter certain information in the Manual
Refund Pricing Guide panel and to select the Done check box to indicate that
you have performed certain tasks.
Manual Refund Pricing Guide, Fully Open Itinerary

Manual Refund Pricing Guide, Partially Flown Itinerary
What Is the Informative Pricing Search Panel for Refunds?

The Informative Pricing search panel works together with the Manual Refund
Pricing Guide to help you process the following types of refunds:
• A voluntary refund of a fully open e-ticket.
• A voluntary refund of a partially flown e-ticket.
• An involuntary refund of a partially flown e-ticket.
• A cover refund.
This search panel appears in the Pricing/Fare Notes step of a refund.
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Example, Informative Pricing Search Panel, Manual Voluntary Refund
Note: You can only run an informative pricing during the Pricing/Fare Notes
step of a refund. Other pricing options are not available.

How to Refund an E-Ticket: Automatic ATC Refund

An automatic ATC refund uses the ATC Refund application to provide all of the
necessary pricing data to the refund record. If any of the necessary refund data is
not available for an ATC refund, you must choose another refund option.
Note: The ATC refund option is only available for airlines subscribed to the
Amadeus Ticket Changer Refund (ATC Refund) product.
1. In the PNR tab, go to the E-Ticket and EMD Information panel, and click on
Refund.
Alternatively, in the E-Ticket tab, click on Refund.
2. Select Automatic ATC Refund and click on Next Step.
3. Confirm the refund process in the Refund Record.

4. The Refund Record display returns a success or failure message. If the
refund was successful, the SAC number is also returned.
5. To print, send an email, or fax the refund notice, click on Print / Email / Fax
Refund Notice at the bottom of the Refund Record display.
How to Refund an E-Ticket: Manual Voluntary Refund

A manual voluntary refund is a refund request initiated by the passenger, and
allows you to refund fully open and partially flown e-tickets. The refund is
performed against all open coupons.
Note: These steps describe how to perform a manual voluntary refund for a
partially-flown itinerary. Steps that are not required for a fully open
itinerary will be noted.
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Refund.
2. Select Manual Voluntary Refund and click on Next Step.
3. Run Informative Pricing on the full itinerary. The Manual Refund Pricing
Guide assists you in performing all the necessary steps.
Select both segments, change the Ticketing Date to the Date of Issuance
and click on Search.
An informative pricing is returned.

4. Two fare bases are returned. Click on the row of the YPXIF6M fare.
5. The fare details are returned for fare YPXIF6M.
6. Click on Fare Notes.

7. Click on the Penalties category (if available) to view the penalties for a
refund.
Note: If there are no fees related to the refund, the Penalties category will
not appear.
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8. From the fare notes:

- Indicate whether or not the e-ticket is refundable, and click on the Done
check box.
- Insert the cancellation fees, if any. In this example, using the YPXIF6M
fare above, enter 1000 HKD, and click on the Done check box.
9. (Skip this step for a fully open itinerary.) Delete the inbound segment from the
search panel, and run an informative pricing for a one-way fare on the
outbound (flown) segment only. Change the Ticketing Date to the Date of
Issuance and click Search.

10. (Skip this step for a fully open itinerary.) Click in the row of the fare basis (in
this example, YIF) that is returned from the search.
Enter the Base Fare (fare used) for the flown segment (in this example,
22,070.00 HKD) and click on the Done check box.
11. Use the Copy to Scratchpad link to copy the used taxes, and if applicable,
the used fees, for later use. To view the used taxes, click on the Taxes link;
similarly, to view the used fees, click on the Fees link.
Note: Click on the Copy to Scratchpad link, wherever it is available, to
copy information to a separate window. You will use this data later
to calculate the refund amounts.
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12. When you have gathered all of the necessary data and all of the Done check
boxes are ticked, click on Next Step.
13. (Skip this step for a fully open itinerary.) To delete the used taxes from the
flown segment, click on Modify Refund Record.
14. (Skip this step for a fully open itinerary.) Click on Tax Refund.
15. (Skip this step for a fully open itinerary.) Delete the used tax (in this example,
120.00 HK) and click on Update.
16. (Skip this step for a fully open itinerary.) If applicable, click on the Fee
Refund link to delete the used airline ticketing (OB) fees, and click on
Update. (In this example, there are no unused fees to delete.)
17. Ensure that there are no other modifications to make, then click on Update
Calculation.
18. When everything is correct, click on Confirm Refund.
Note: If you modify the refund record and enter an amount that is
incorrect, you will receive an error at the end of the refund process
and the refund will not be issued.
19. The Refund Record display returns a success or failure message. If the

20. To print, send an email and/or fax the refund notice, click on Print / Email /
Fax Refund Notice at the bottom of the Refund Record Display.
How to Refund an E-Ticket: Manual Involuntary Refund

A manual involuntary refund allows you to refund fully open and partially flown e-
tickets (including OB fees) in the event of an airline-initiated flight cancellation.
The refund is performed against all open coupons.
Note: These steps describe how to perform a manual involuntary refund for a
partially-flown itinerary. Steps that are not required for a fully open
itinerary are noted.
Refund.
2. Select Manual Involuntary Refund and click on Next Step.
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3. (Skip this step for a fully open itinerary.) Click on Search to request an
informative pricing.
4. (Skip this step for a fully open itinerary.) Click on the YIF Fare and gather
data from the Base Fare, Taxes and Fees (if applicable).

5. (Skip this step for a fully open itinerary.) Enter the Base Fare (fare used) for
the flown segment (in this example, 22,070.00 HKD) and click on the Done
check box. Make a note of the used taxes (in this case, 120.00 HKD) and
click on the Done check box.
Note: Click on the Copy to Scratchpad link, wherever it is available, to

copy pertinent information to a separate window. You will use this
data later to calculate the refund amounts.
6. (Skip this step for a fully open itinerary.) Click on the Modify Refund Record
link. The Tax Refund link and Fee Refund link become active.
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7. (Skip this step for a fully open itinerary.) Click on the Tax Refund link to
delete the used taxes (HK 120.00). Then click on Update.
8. (Skip this step for a fully open itinerary.) From your previous notes, you know
the used OB fees equal 474.00. Subtract this amount from the current OB fee
amount (522.00), which equals 48.00. Delete the two existing OB fees and
click on Add Fee.
9. (Skip this step for a fully open itinerary.) Enter the code listed for the prior OB
fee (T02) with the refundable OB fee amount of 48.00, then click on Update.

The Refund Calculation is now correct.
10. (Skip this step for a fully open itinerary.) Click on Update Calculation.
11. Click on Confirm Refund.
Note: No fees or penalties are charged for an involuntary refund.
The Refund Record Display returns a success or failure message. If the
12. To print, send an email and/or fax the refund notice, click on the Print / Email
/ Fax Refund Notice link at the bottom of the Refund Record Display.
How to Refund an E-Ticket: Manual Cover Refund

A cover refund allows you to refund any coupon of partially and fully flown e-ticket
coupons, regardless of the coupon status. The coupon status remains unchanged
after a cover refund is performed.
Refund.
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2. Select Manual Cover Refund and click on Next Step.
3. Read the messages from the Manual Refund Pricing Guide before
proceeding.

5. To print, send an email and/or fax the refund notice, click on the Print / Email
/ Fax Refund Notice link at the bottom of the Refund Record Display.
How to Refund an E-Ticket: Manual Zero Refund

A zero refund allows you, in special cases, to refund a fully open or partially flown
e-ticket with no financial transaction (i.e. the amount of the refund is zero).
Refund.
2. Select Manual Zero Refund and click on Next Step.


4. To print, send an email, or fax the refund notice, click on the Print / Email /
Fax Refund Notice link at the bottom of the Refund Record Display.
Working With E-Ticket Refund Records

How to Display the Refund Record
After you have completed a refund, you can display the tax record for that refund.
Document (EMD) Information panel, and click on Refund next to the e-
ticket number you want to refund.
Alternatively, in the E-Ticket tab, click on Refund:
2. Select Refunded Document from the Refund E-Ticket screen and click on
Next Step.
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3. If you want to view the refund record without making any changes, click on
Next Step.
4. The refund record is displayed.
How to Update the Refund Record

While you are in the process of refunding an e-ticket, you can manually update
the refund record if necessary.
the Refund link next to the e-ticket .

2. Select the type of refund you want to perform and click on Next Step.
3. Click on the Modify Refund Record link.
Note: You cannot update anything in the refund record without clicking on
the Modify Refund Record link first.
4. Manually update the refund record as needed.
5. After a change is made to the refund record, click on Update Calculation. If
there are no errors, you can click on Confirm Refund to complete the refund
process.
Note: If you enter an incorrect amount, the system returns an error after
you click on the Update Calculation button and the Confirm
Refund button becomes unavailable.
How to Display the Tax Record

1. In the PNR tab, go to the E-Ticket and EMD Information panel and click on
the Refund link next to the refunded e-ticket.
2. Select RFND and click on the View link.
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3. Click on the Tax Refund link to display the tax record.
4. The refundable tax record is displayed.

How to Update the Tax Record

While you are in the process of refunding an e-ticket, you can update the tax
record manually if necessary.
the Refund link next to the e-ticket.
4. Click on the Tax Refund link.
5. Update the refundable tax record by modifying existing tax amounts, or
adding or deleting a tax, then click on Update.
6. After you have updated the refundable tax record, click on Update
Calculation. If there are no errors, you can click on Confirm Refund to
complete the refund process.
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you click on the Update Calculation button and the Confirm
How to Display the OB Fees Record

After you have completed a refund, you can display the OB fees record for that
refund.
1. In the PNR tab, go to the E-Ticket and EMD Information panel, and Click on
the Refund link next to the refunded e-ticket.
2. Select RFND and click on the View link.
3. Click on the Fee Refund link to display the OB fees record.

4. The refundable fees record is displayed.
How to Update the OB Fees Record

While you are in the process of refunding an e-ticket, you can update the OB fees
record manually if necessary.
Note: You can update the OB fees record only for manual involuntary refunds
and cover refunds.
Click on the Refund link next to the refunded e-ticket
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4. Click on the Fee Refund link.
5. Update the OB fees record, by modifying existing fee amounts, or adding or
deleting a fee, then click on Update.
6. After you have updated the OB fees record, click on Update Calculation. If
there are no errors, you can click on Confirm Refund to complete the refund
process.
you click on the Update Calculation button, and the Confirm

How to Change Currency in the Refund Record

If an e-ticket refund is processed in a country with a different currency than the
one in which the document was issued, a conversion could be necessary. You
can only change the currency during the refund process, when it is possible to
update the refund record.
1. In the PNR tab, go to the E-Ticket and EMD Information panel, and Click on
Click on the Refund link next to the refunded e-ticket
4. Select the new currency from the To drop-down list and click on Convert.
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Important: You must enter an exchange rate for this functionality. To

calculate the exchange rate, click on the Home tab then, in the Calculate
and Convert menu, click on Currency Converter.
Note: You can only change currency once in a refund record. The change
is irreversible.
5. After you have changed the currency, click on Update Calculation. If there
are no errors, you can click on Confirm Refund to complete the refund
process.
How to Specify Fees or Commissions with a Percentage

You can enter commission or fee amounts as a percentage.
1. In the PNR tab, go to the E-Ticket and EMD Information panel, and click
on the Refund link next to the e-ticket.
Click on the Refund link next to the refunded e-ticket.

4. Click on the in % link next to the cancellation fee or commission you want to
enter as a percentage. Enter the percentage amount and click on Set.
5. After you have entered the cancellation fee or commission as a percentage,

click on Update Calculation. If there are no errors, you can click on Confirm
Refund to complete the refund process.
How to Print, Fax or Email the Refund Record

3. Once the refund is confirmed, the Print / Email / Fax Refund Notice link
becomes available at the bottom of the screen. Click on it.
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4. Select your options (and enter other email addresses or fax numbers if
necessary) and click on OK.
5. To preview the PDF prior to printing or sending the refund notice, click on
Preview PDF.
How to View the Mailing Address in the Refund Record

If the business address (AB element) or mailing address (AM element) is present
in the PNR when the e-ticket is issued, this information will also be available in
the refund record.
Voiding E-Tickets
When Do You Void an E-Ticket?
You void an e-ticket if the sale or refund has been cancelled.
You can revert a voided e-ticket if a cancelled sale has not yet been confirmed.
However, once a cancelled sale is confirmed, you cannot revert the void.
How to Void an E-Ticket

1. On the E-Ticket tab, click on Void in the Ticketing column.
2. Click on OK to confirm the void.
How to Revert a Voided E-Ticket

1. On the E-Ticket tab, click on Revert Void in the Ticketing column.
2. Click on OK to confirm the revert void action.

Chapter 10
Issuing Electronic Miscellaneous

Documents (EMD)
EMD Fundamentals
What Is an EMD?
An EMD allows you to sell and track the usage of charges, for example, excess
baggage charges, miscellaneous charges, penalty fees, a residual value, lounge
access charges, and so on. The EMD is the sole solution for all fees collected
outside a ticket. It replaces all existing paper and electronic miscellaneous
documents.
With an EMD you can:
• Accept payment for various types of services including air transportation,
group deposits, rebooking fees and other charges.
• Issue an electronic document and print it on blank paper (depending on your
office profile settings).
• Automatically integrate miscellaneous charges into invoices, sales reports,
back office accounting and external systems (reservation systems and
Departure Control Systems).
An EMD is based on the Reason-For-Issuance-Code (RFIC), which determines
the group of services it belongs to.

What Is the Difference Between an Associated and a Standalone

EMD?
There are two types of EMD, the standalone EMD (EMD-S) and the associated
EMD (EMD-A) which can be associated to e-ticket coupons. The two types differ
in their behaviour and usage. Here are the main characteristics:
Table: Characteristics of the Different EMD Types
Standalone EMD (EMD-S) Associated EMD (EMD-A)
• A standalone EMD is issued for a residual • An associated EMD is issued for the collection of
value or the collection of miscellaneous miscellaneous charges and excess baggage
charges that are not lifted with an e-ticket charges that are lifted (considered used) at the
coupon. For example, lounge access, T- same time as the e-ticket coupon. For example,
shirts, vouchers, taxi transportation, car hire, sports equipment, pets in cabin, wheelchairs,
hotel accommodation, train tickets, special seats and meals, unaccompanied minors,
rebooking or cancellation fees, and so on. excess baggage, and so on.
• The standalone EMD can consist of a single • The associated EMD can consist of a single or
or multiple value coupons. multiple value coupons that are directly linked to
• It can contain a reference to an e-ticket. individual flight coupons.
• It can be consumed at issuance or used at • Each EMD coupon that is associated to an e-
different stages. ticket is referenced in the e-ticket record.
• Once issued, it has no further interaction • The carrier and the routing of the EMD-A and the
with the airline systems (reservation systems e-ticket coupons must match.
and DCSs). • An EMD-A can be automatically or manually
associated or disassociated.
• Only airline agents can manually associate and
disassociate EMD-As.
• The EMD-A's final usage depends on the e-ticket
coupon it is associated to, provided that it does
not become disassociated.
• The status of the associated EMD value coupons
and the e-ticket coupons must remain
synchronized.
How to Create Chargeable Services in the PNR

Do either, or both, of the following:
• For EMDs that are associated with a flight segment (EMD-A), enter a Special
Service Request (SSR). See How to Create a Special Service Request on
page 71.
• For EMDs that are not associated with a flight segment (EMD-S), enter a
Manual Auxiliary Segment (SVC). See How to Create a Manual Auxiliary
Segment on page 80.
Understanding RFICs/RFISCs
What Are RFICs/RFISCs?

An RFIC is a Reason-For-Issuance code. It defines which group of services an
EMD belongs to. The RFICs are compliant with the IATA standard. Some RFICs
have been defined by IATA, others can be used and defined by the airlines. An
RFIC can have multiple Reason-For-Issuance Sub-Codes (RFISCs). RFISCs are
airline-specific.
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Chapter 10 Issuing Electronic Miscellaneous Documents (EMD)
Here is an example:
The RFIC for Baggage is C. The following RFISCs can be used by the airlines.
RFIC RFISC Description
C 99Z Excess Weight

C 99L Biking Equipment
C 99O Golfing Equipment
The RFICs and RFISCs are managed by Amadeus for the airlines in the Service
Preferences Table.
How RFICs/RFISCs Are Used in the TSM-P

When you create a Transitional Stored Miscellaneous (TSM) document for an
EMD, the system creates a type P (Pricing Quotation Record) TSM, also called
TSM-P. The RFIC and RFISCs and their description are automatically filled in the
TSM-P.
All services contained in an EMD belong to the same reason for issuance.
An EMD may contain only one RFIC but several RFISCs for different services or
fees. Each EMD coupon is based on the RFISC.
An EMD cannot contain both chargeable special service requests (SSRs) and
manual auxiliary segments (SVCs) in one TSM-P. The system automatically
performs a split when the TSM-P is created.
What Is the EMD Coupon Structure?

An EMD may contain up to 16 coupons, where up to four coupons can have the
same EMD number. If an EMD contains more than four coupons, a conjunction
EMD must be issued (up to four consecutive EMD numbers).
Each EMD coupon contains the following information:
• RFIC (belongs to the same RFIC as all the coupons of the EMD)
• RFISC (can be different to other EMD coupons)
• Coupon status (O for Open, F for Flown/Used, R for Refunded, V for Voided,
and so on)
The EMD coupon status indicates the current usage of the service or fee.
When an EMD is associated to an e-ticket, the coupon status change of the
e-ticket and the EMD coupons is synchronized. For more information on the
electronic coupon status of an EMD, enter HE EMD GP EDI in the Amadeus
Information Pages.
When you issue an EMD, the following coupons can be printed on a broadcast
printer, depending on your office profile settings:
• Audit Coupon (optional)
• Agent Coupon (optional)
• Passenger Receipt (optional)
• Credit Card Charge Form (optional)

Working With TSMs

What Is a TSM-P?
A TSM-P is a Transitional Stored Miscellaneous (TSM) document of the type P
(Pricing Quotation Record). A TSM-P can be created either automatically, by the
system when you make a confirmed pricing entry for Amadeus Airline Ancillary
Services, or manually.
A TSM-P contains the required PNR, pricing, and chargeable service information
to issue an EMD.
As with a Transitional Stored Ticket (TST), after you have created a TSM-P, you
can update it, display it and manually delete it. You can remove the TSM-P PC
Change Flag, and display the TSM-P history.
Creating, Updating and Deleting TSMs
Prerequisites
Before you can manually create a TSM-P, you must add the following elements to
the PNR:
• A passenger name element.
• A service element.
The service element can either be a:
- Special Service Request (SSR) element.
Or:
- A manual Auxiliary Segment (SVC).
The chargeable service should be confirmed.
How to Create a TSM

1. Click on the TSM tab.
Alternatively on the PNR tab, go to the Special Service Request (SSR) and
Auxiliary Services (SVC) panel and click on Create TSM.
The Create TSM window opens.
2. Select either an SSR or SVC.
3. For each passenger in the list, select the services you require.
4. Click on Create TSM(s).
The window closes, and ARD Web displays the TSM(s) in the TSM summary
panel. One TSM is created per passenger.
How to Update a TSM

1. Display the TSM Details tab.
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2. Do the following:
- To update the TSM Display/Update and/or Issuing Status panels, click
on Modify TSM in the TSM Display/Update panel.
- To update the Coupons or Fare Information sections, click on Modify
Coupons or Modify Taxes respectively in the TSM Display/Update
panel.
The system displays a dedicated update window for each section.
Make your changes and confirm the updates to return to the TSM Details
tab.
- To exchange the TSM, click on Prepare TSM for Exchange. The
following actions are performed by the system:
1. The issuing status is updated to Re-issue (Re-issue IT or Re-issue
BT in the case of First issue IT or First issue BT).
2. The Form of Payment (FOP) becomes the Old Form of Payment in
the TSM Type P if it is valid according to the FOP table. If it is not
valid according to the FOP table, the FOP remains unchanged.
3. The Total Amount is changed to 0 (zero). The Total Amount
currency is changed to the default currency of the office performing
the reissue.
4. The Equivalent Amount is changed to 0 (zero). The Equivalent
Amount currency is changed to the default currency of the office
performing the reissue.
5. The bankers' rates are changed to 0 (blank).
6. All new tax indicators (X) are changed to old tax indicators (O).
- To add forms of payment to the Form of Payment panel, click on
Manage Payment.
- To add an Old Form of Payment, click on Arrange TSM FOP.
- To add an original document, click on Original Issue/in Exchange and
create the original document.
3. When you have finished, do one of the following:
- To save your changes and redisplay the page, click on Update.
- To save your changes and issue an EMD, click on Issue EMD.
How to Delete a TSM

Note: To delete TSMs, the TSM Details tab must be in display mode. See
Displaying TSM-Ps on page 274.
On the TSM Details tab, do one of the following:
• To delete an individual TSM: in the TSM Summary panel, click on the Delete
link for that TSM and confirm the deletion.
• To delete all TSMs: in the TSM Display / Update panel header, click on the
Delete All link and confirm the deletion.
The system deletes the TSM(s) and redisplays the TSM Summary.

Displaying TSM-Ps
Prerequisites
You need a PNR with an SSR element or SVC segment, and a TSM-P that has
been created and stored.
How to Display a TSM-P

1. Select the TSM tab.
2. Click on Display TSM.
The system displays the TSM record.
Displaying TSM History
What Is the TSM History?

The TSM History contains a record of the previous modifications to a specific
PNR. It also holds other information such as Status, Passenger Association,
Reason for Issuance (RFIC) code and Price.
How to Display TSM History

On the TSM tab, click on View TSM History.
The system displays the TSM History window.
Working With EMDs
Issuing EMDs
Prerequisites
• You must have a PNR with a chargeable service (SSR element or SVC
segment) and a TSM-P for the service.
• The mandatory fields of the TSM-P must have been filled in.
• Your office profile, the validating carrier, and (for airline reservation agents)
also the market, must allow EMD issuance.
Note: Services with a specific RFIC may not be issuable by airline
reservation agents. The validating airline defines the chargeable
services that may or may not be issued by airline reservation
agents.
What Is the System Behaviour When Issuing EMDs?

When you issue an EMD, the following conditions apply:
• You can only issue EMDs from a newly created or retrieved PNR.
• You can issue up to four EMDs together.
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• For associated EMDs (EMD-A), one EMD coupon is required per flight
segment (city pair).
• If one or more SSR elements or SVC segments have already been issued,
the system issues the remaining unticketed SSR elements and SVC
segments.
Note: Depending on the airline, some services must be issued simultaneously
with an e-ticket.
How to Issue an EMD

1. Select the TSM tab and click on Issue EMD.
Alternatively, in the PNR tab, go to the E-Ticket and Electronic
Miscellaneous Document (EMD) Information panel, and click on Issue
Documents.
The Issue Electronic Documents window opens.
2. To select the document type to issue, choose Passenger or Document in
the View By area.
3. In the Documents column, select the documents you want to issue.
Note: Documents that have not been ticketed or issued are selected by
default.
4. Click on Issue Document(s).
If the documents were issued successfully, an EMD subtab is added to the
E-Ticket and EMD Information panel in the PNR tab, displaying the issued
EMD number(s).
5. Click on the EMD Number to display the EMD details in the EMD tab.
Note: If the EMD is issued by another GDS, the Reason for Issuance column
and the Validating Carrier column in the EMD tab display the
appropriate RFIC text and carrier code.
How to Print/Email/Fax an EMD Document

To print, email or fax an EMD document, follow the instructions in Printing,
Emailing and Faxing on page 303.

Manually Adding and Deleting EMD Numbers
When Should You Manually Add an EMD Number?

There are several reasons for manually adding an EMD number. For example:
• The passenger still owns a valid EMD that can be used for a newly created
PNR.
To revalidate the EMD and synchronise it with the new PNR reservation data
or to reissue the EMD, you must enter the EMD number manually.
• The EMD was issued in any non-Amadeus system.
The Amadeus Central System PNR must be updated with the EMD number
which was issued in another system.
What Happens When You Manually Add an EMD Number?

To update a PNR with a manual EMD number, you click on Add Document
Number.
You provide the following information:
• Passenger type identifier (for example, PAX or INF) (optional).
• SSR element or SVC segment association (mandatory).
• Original EMD number (mandatory).
• Conjunction identifier (optional).
• Last two digits of last EMD number in conjunction serial (conditional).
• Coupon number(s) (optional).
• Passenger association (mandatory if more than one passenger).
• Segment association (mandatory if more than one segment).
After you enter the required information, the Amadeus Central System processes
the request, updates the PNR with the EMD number sent and returns a
notification of success.
Note: If the Amadeus Central System cannot process the request and an
error occurs, a failure notification is displayed.
How to Manually Add an EMD Number

1. Retrieve the PNR that contains an SSR (the SSR must match the EMD type
which is manually added).
Document (EMD) Information panel, and click on Add Document Number.
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3. In the Add Document Number window, select EMD for Document Type.
4. Select the SSR(s) and enter the EMD number(s).

5. Click on Add EMD Number.
6. The system displays a success or failure message.
How to Manually Delete an EMD Number

1. Retrieve a PNR.
Document (EMD) Information panel, and click on the EMD tab.
3. Click on the Delete link of the EMD number you want to manually delete.
Displaying EMDs
How to Display an EMD in a PNR

1. Click on the PNR tab.
2. Go to the E-Ticket and Electronic Miscellaneous Document (EMD)
Information panel, and click on the EMD tab.
3. In the EMD panel, click on the EMD number.
The system displays the EMD in the EMD tab.

How to Display an EMD in the Home Page

1. In the Home page, click on Retrieve / Modify.
2. Select EMD.
- If you know the EMD number, type it in the box and click on Retrieve.
The EMD tab displays the EMD information.
- To use other search criteria, click on Show Advanced Options, type
your criteria into the boxes and click on Retrieve.
For single results, the EMD tab displays the EMD information.
For multiple results, the system displays a list. Select an EMD from the
list and click on Open EMD to display the EMD tab.
Reissuing and Redelivering EMDs
What You Need to Know About Reissuing EMDs

You can reissue an EMD in the following ways:
• EMD to EMD
• E-ticket to EMD and vice versa
• Paper Ticket to EMD
When an e-ticket is reissued or refunded, the unused coupons of an associated
EMD (EMD-A) are automatically disassociated.
Only airline agents can manually disassociate EMDs from e-tickets.
An EMD that has been issued by an airline might not be displayable by an airline
reservation agent, and follow-up transactions such as reissues/exchanges and
refunds might not be allowed.
Depending on the airline, some services (residual value, penalty fees, non-
refundable amounts and so on) must be issued as additional documents in
exchange. These standalone EMDs must be created and issued simultaneously
to an exchange transaction.
You reissue (exchange) an EMD by updating the individual TSM-P fields
manually. For more information, see How to Manually Reissue an EMD below.
How to Manually Reissue an EMD

1. Retrieve the PNR.
2. Modify the PNR: cancel or add chargeable services.
3. Display the EMD record, if required.
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4. Display the TSM-P to be updated or create a new TSM-P by clicking on the

View link next to the EMD you want to reissue.
5. Prepare the TSM-P for exchange. See What Does the Prepare TSM for
Exchange Link Do? below and How to Update a TSM on page 272.
6. Update the TSM-P. See How to Update a TSM on page 272.
7. Add the original document. See How to Update a TSM on page 272.
8. To issue the EMD, click on Issue EMD.
What Does the Prepare TSM for Exchange Link Do?

You can click on the Prepare TSM for Exchange link from the TSM Display
panel to:
• Set the value of the TSM to 0 (zero).
• Turn the FOP (form of payment) into the old FOP.
• Set the taxes (if any) to old.
• Set the issue indicator of the TSM to R for Reissue.
Revalidating E-Tickets Associated With EMDs
What Happens When I Revalidate an E-ticket Associated with an

EMD?
When you revalidate an e-ticket that is associated with an EMD, the EMD
coupons remain associated with the e-ticket after the revalidation. The EMD itself
is not revalidated.
Note: Only airline agents can manually associate/disassociate EMDs
with/from e-tickets.

How to Revalidate an E-Ticket with an Associated EMD

1. Retrieve the PNR, for example by record locator.
2. Change the booking. For example, rebook the outbound flight.
3. Click on the EMD tab and verify that the status of the coupon you want to
revalidate is either Open or Airport Control.
See Explanation: E-Ticket Tab Coupon Status below.
4. Revalidate the e-ticket. See Reissuing E-Tickets: Automatic Flow on page
223.
5. Display the EMD.
The EMD Record is still associated with the e-ticket.
6. Click on the E-Ticket tab.
The e-ticket record (with the revalidated flight coupon) is still associated with
the EMD coupons.
Note: If an airline allows a revalidation with a routing change, the EMD
coupons will be automatically disassociated from the e-ticket coupons.
Explanation: E-Ticket Tab Coupon Status
 E-ticket number and coupons with which the EMD is associated.

In the example above, the EMD is associated with coupons 2 and 4 of e-ticket
618-2414295436.
You can click on the e-ticket number to open the e-ticket in a separate tab.
 The coupon status is Open for use.
How to Force Coupon Status

1. In the PNR tab, click on the EMD number link.
2. In the Change Coupon Status window, click on Change Coupon Status in
the header.
3. Type in one or more coupon numbers separated by a ','.
4. Select the new coupon status and type in the reason for the change.
5. Click on OK.
The system updates the EMD tab with the new status or displays a failure
notification.
Managing EMD Association
What Are the Restrictions for Managing EMD Association?

The following list describes the restrictions for managing EMD association:
• The type of the EMD to associate or dissociate must be EMD-A.
• The number of coupons must be equal for the EMD and for the e-ticket
(except in update mode).
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• A maximum of 16 coupons are allowed (32 in update mode).

• The e-ticket coupons must have status O (Open for use), A (Airport Control,
C (Checked) or L (Boarded).
• The EMD and e-ticket routing sequence must follow the same order.
• The Origin and Destination of the EMD(s) and e-ticket coupon(s) must be the
same.
• The coupon(s) specified in the entry must exist in the EMD.
• The operating carrier of the associated EMD and e-ticket coupons must be
the same.
• An EMD cannot be associated to more than one e-ticket or one set of
conjunctive e-tickets.
• No more than one EMD coupon of the same EMD can be associated to the
same e-ticket coupon.
• An EMD coupon can be associated only if it is dissociated from an e-ticket.
What Information is Required for Managing EMD Association?

When you associate or dissociate one or multiple EMD coupons to or from e-
ticket coupons, you must provide the following information:
• Mode of operation (mandatory):
- Update (associate matching coupons automatically)
- Associate (EMD coupon(s) with e-ticket coupon(s))
- Dissociate (EMD coupon(s) from e-ticket coupon(s))
• EMD document number (mandatory)
• E-ticket document number (mandatory)
• EMD coupon number(s) (mandatory)
• EMD coupon departure city (mandatory in update mode)
• EMD coupon arrival city (mandatory in update mode)
• E-ticket coupon number(s) (mandatory)
• E-ticket coupon departure city (mandatory in update mode)
• E-ticket coupon arrival city (mandatory in update mode)

How to Associate an EMD to an E-Ticket

1. On the Home page, click on Retrieve/Modify menu, select EMD and then
enter the EMD number.
2. In the EMD tab, in the Ticketing column, click on Manage EMD

Association.
3. In the Manage EMD Association window, enter the E-ticket number the
EMD should be associated to and then click on Check E-Ticket Details.
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The system displays the e-ticket details.
4. Click on Update EMD Association.

The system displays a success or failure message.
How to Dissociate an EMD from an E-Ticket

1. Retrieve the PNR containing the e-ticket and EMD.
Information panel, click on the EMD tab.
3. Click on the EMD document number.

4. In the EMD tab, in the Ticketing column, click on Manage EMD

Association.
5. In the Coupon Summary panel, click on the Dissociate link of the EMD
number you want to dissociate from the e-ticket.
How to Reassociate an EMD to an E-Ticket

1. In the Retrieve/Modify panel, select EMD and enter the EMD number of the
EMD that needs to be re-associated to an e-ticket which it was previously
associated to.
The EMD record is displayed.
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2. In the EMD panel, in the Ticketing column, click on Manage EMD

Association.
3. Click on the Re-associate link of the EMD number you want to re-associate
with the e-ticket.
Note: You can also choose to re-associate all EMDs to this e-ticket
number.

Refunding EMDs
Refunding an EMD generally follows the same process as refunding an e-ticket,
with minor differences. For instance, there is no Pricing/Fare Notes step when
you refund an EMD. For more information on e-ticket refunds, see Refunding E-
Tickets on page 237.
When Can I Refund an EMD?

You can refund an EMD for the following coupon statuses:
• Fully open (Voluntary refund only)
• Partially used
• Re-issued
• Fully used (Cover refund only)
• Refunded (Cover refund only)
What Types of EMD Refunds Are Possible?

The following types of refunds are possible in ARD Web:
Refund Type Description
Manual Voluntary Refund You can issue a Voluntary Refund for fully open EMDs,
and partially used EMDs. All open coupons are
preselected and not editable.
Manual Cover Refund A Cover Refund is the only option available for EMDs
that do not contain any open coupons.
Note: In this case, the Fare Used value will be set
to the value of Fare Paid in the refund
record.
For a Cover Refund, you will be able to choose only
used coupons. Open coupons will not be available for
selection.
What Are the Basic Steps for Refunding an EMD?

1. Initiate the Refund. In the PNR tab, go to the E-Ticket and Electronic
Miscellaneous Document (EMD) Information panel, and click on the EMD
tab.
2. Click on Refund next to the EMD number you want to refund.
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Alternatively, click on the Refund link from the EMD record display.
3. Refund Actions. Select the type of EMD refund you want to perform:
4. Refund Record. Preview the refund record prior to its confirmation. You can
modify data before confirming it, by clicking on Modify Refund Record.

The refund record is displayed.
Note: You cannot reverse the refund at this point.

After you have successfully refunded an EMD, the EMD is displayed with the
word Refunded:
How to Display the EMD Refund Record

1. In the EMD tab of the E-Ticket and Electronic Miscellaneous Document
(EMD) Information panel, click on Refund next to the EMD number you
want to refund.
Alternatively, click on the Refund link from the EMD tab:
2. Select Refunded Document from the Refund EMD screen and click on Next
Step.
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3. The Refund Record is displayed.
How to Update the EMD Refund Record

While you are in the process of refunding an EMD, you can manually update the
refund record if necessary.
1. In the E-Ticket and EMD Information panel, in the EMD tab, click on the
Refund link next to the EMD.
Alternatively, click on the Refund link from the EMD tab.

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4. Manually update the refund record as needed. You can include a tax refund
(if applicable), an OB fees refund (if applicable), add a cancellation fee or a
commission (as an amount or as a percentage), or append a different form of
payment.
5. Click on Update Calculation.

6. If there are no errors, you can click on the Confirm Refund link to complete
the refund process.
Refund link becomes unavailable.
Displaying EMD History
How to Display Simple EMD History

1. Display the extended history.
2. In the EMD History window, click on Simple History.
The system updates the EMD History window.
3. When you have finished reviewing the history, click on Close.
How to Display Extended EMD History

1. Select the EMD tab and click on EMD History in the header display column.
The system displays the EMD History window. This window displays the
extended history by default.

2. When you have finished reviewing the history, click on Close.
Deleting and Voiding EMDs
How to Void an EMD

Note: The void applies to the entire EMD. You cannot reinstate a voided EMD.
1. In the PNR tab, click on the EMD number link.
2. Click on Void.
The system displays an alert.
3. Click on OK to void the EMD.
The system displays a success or failure notification.
How to Delete an EMD

Document (EMD) Information panel, and do one of the following:
- To delete an individual EMD, click on Delete.
- To delete all of the EMDs, click on Delete All.
2. Click on OK.
The PNR tab is updated.
Scenario: Issue an EMD for Residual Value

In this scenario, we will manually reissue an e-ticket when issuing an EMD for
residual value.
Step One: Change the Booking Class

1. Create or retrieve a PNR.
2. In the PNR tab, go to the Itinerary Details panel and click on Modify
Flights.
The Modify Flights window opens.
3. In the Change flight number/class/date tab, change the class.
For example, change from F Class to Y Class.
4. Click on Apply then click on Close.
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Step Two: Reprice the New Itinerary and Update the TST
Create a New TST

1. In the PNR tab, click on Re-Price/Reissue E-tickets Manually in the
Itinerary Details panel.
2. Select New TST.
Select the E-Ticket

Select the E-ticket to change and click on Next Step.
Reprice Itinerary
1. In the pricing panel, click on Update Fares.
Manually Update TST

2. Update Fare Basis, NVA, Baggage, Origin/Destination and Fare
Calculation.
3. Click on Update TST.
4. Click on Modify Taxes.
5. Modify the taxes.
6. Click on Apply then click on Next Step.

Create New and Old Form of Payment

1. Select TST.
2. Click on Arrange FOP.
Create Original Issue Document

1. Select the Original Issue Document to be created.
2. Click on Create then click on Close.
Step Three: Create a Service Segment and a TSM for the

Residual Value
Create the Service element and the TSM for EMD residual value.
Create an SVC
1. Click on Add Auxiliary Service.
2. Select Residual used for Future Air Transportation.
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3. Click on Add SVC then click on Close.
Create a TSM
1. Click on Create TSM.
2. Select the Service line.
3. Click on Create TSM(s).
Update the TSM

1. Select the TSM tab.
2. Click on View.
3. Click on Modify TSM.
4. Select R (Reissue).
5. In the Fare Information panel, update the Base Fare to the residual value
and Total Amount to 0.00.
6. Click on Update.
Modify the Coupon

1. Click on Modify Coupons.
2. Enter the Coupon Value, Fee Owner and Present To details.
3. Click on Update.

Add Original Document

1. Click on View.
2. Click on Original Issue/In Exchange.
3. Click on Create Document.
Arrange Old Form of Payment

1. Click on Arrange TSM FOP in the Form of Payment panel.
2. In the Old FOP Data panel. select Cash for Payment Type 1.
3. Click on Arrange FOP
Step Four: Issue Documents

1. Click on Issue Documents.
2. Select the documents to be issued.
3. Check the TST and TSM boxes.
4. If you do not want to receive and email, uncheck the Email EMD Receipt(s)
box.
5. Click on Issue Document(s).
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Scenario: Issue an EMD With Multiple Coupons

In this scenario we will issue an EMD for Excess Baggage with Multiple Coupons.
Step One: Create an SSR for Excess Baggage

1. Create a PNR with 6 segments.
2. Click on Add Special Service.
3. In the Special Service Request window click on Baggage then click on

Excess Baggage.
4. Enter the Special Services Request details for Excess Baggage.

5. Click on the Sector Association drop down list to select the coupons to be
associated with the SSR.
6. Once the coupons are selected, click on Close then click on Add SSR.
The coupons appear in the Services Summary.
7. Click on Close.
Step Two: Update the TSM

1. In the TSM tab, click on Create TSM.
2. In the Create TSM window, select all sectors and click on Create TSM(s).
3. To edit the TSM, click on View then click on Modify TSM.
4. Enter the currency and the total amount in the Fare Information fields and
click on Update.
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Step Three: Update Coupons

1. Click on Modify Coupons.
2. Enter the details in the Coupon(s) Update window and click on Update.
Repeat the process for each coupon.
3. Click on Close.
Step Four: Add Form of Payment

1. Click on Manage Payment.
2. Select the form of payment from the Payment Type dropdown list and click
on Add.

Step Five: Issue the EMD

1. Click on Issue Document.
2. In the Issue Electronic Document(s) window. select the TSM check box.
3. Click on Issue Document(s) to issue the EMD with multiple coupons.
Scenario: Issue an EMD With a Rebooking Fee

In this scenario, the passenger wants to change the date of their outbound flight
and retrieve the booking.
Step One: Revalidate the E-Ticket

1. In the PNR tab, go to the Itinerary Details panel and click on Modify
Flights.
The Modify Flights window opens.
2. In the Change flight number/class/date tab, change the dates and click on
Apply then click on Close.
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Document (EMD) Information panel, and click on the e-ticket number.
4. In the E-Ticket tab, click on Revalidate in the E-ticket Number panel.

5. In the E-Ticket Revalidation window, select the sector(s) and e-ticket
coupons(s) to be revalidated and click on Revalidate.
Step Two: Create an SVC

In this step you will create the auxiliary segment for an EMD Rebooking fee.
1. Click on PNR tab.
panel, click on Add Auxiliary Service.
3. In the Auxiliary Service (SVC) window, select Rebooking Fee from the
collapsible folders in the Services panel.
4. Update the information in the Rebooking fee panel and click on Add SVC
and Close.
Step Three: Create a TSM

1. Click on the TSM tab.
2. In the TSM Summary panel, click on Create TSM.
3. In the Create TSM window, select the SVC and click on Create TSM(s).
4. In the TSM Summary panel, click on View.

5. In the TSM Display/Update panel, click on Modify TSM.

6. Enter the currency and amount in the Fare Information panel and click on
Update.
Step Four: Modify the Coupon

1. In the TSM Display/Update panel, click on Modify Coupons.
2. In the Coupon(s) Update window, enter the coupon information and click on
Update and Close.
Step Five: Add the TSM Form of Payment

1. In the TSM Display/Update panel, click on Manage Payment.
2. Select the form of payment from the Payment Type dropdown list and click
on Calculate Payment.
4. Click on Close.
Step Six: Issue the EMD

Information panel, click on Issue Documents.
2. In the Issue Electronic Document(s) window, select the TSM check box
and click on Issue Document(s).
Note: If you do not want email in the PNR, uncheck the Email EMD
receipt box.
302 Edition 3.3

Chapter 11
Printing, Emailing and Faxing
What Can You Print, Email and Fax?

You can print, email or fax the following documents:
• Itineraries
• E-ticket itinerary receipts
• EMD supporting documents
Where Are the Links to Print, Email and Fax?

You can print, email and fax documents using links on the following pages in the
ARD Web UI: PNR, E-Ticket and EMD.
Table: Location of Links to Print/Email/Fax
To Print/Email/Fax Use the Print/Email/Fax Link at this Location
Page Location
An itinerary PNR PNR tab > Itinerary Details panel.
An e-ticket itinerary PNR PNR tab > E-Ticket and Electronic

receipt Miscellaneous Document (EMD)
Information panel.
E-Ticket tab > Display panel.
EMD tab > Display panel.
E-Ticket Display panel.
An EMD supporting PNR PNR tab > E-Ticket and Electronic
document Miscellaneous Document (EMD)
Information panel.
E-Ticket tab > Display panel.
EMD tab > Display panel.
EMD Display panel.

How To Print, Email or Fax a Document

1. From a PNR page, an E-Ticket page, or an EMD page, click on the
Print/Email/Fax link. See Where Are the Links to Print, Email and Fax? on
page 303.
The Print/Email/Fax pop-up window appears.
Depending upon the type of document you are printing and the ARD Web
system configuration, some options will be preselected.
2. Optional: If the Document Language Settings panel is displayed, to change
the language of the document, select a language from the drop-down list.
3. Optional: If the Preview PDF button is displayed, to see the document, click
the Preview PDF button. The document opens in a Print preview window.
4. If you are printing EMD supporting documents, select one or more document
types in the EMD Supporting Documents drop-down list.
5. In the Print/Email/Fax Options panel, select the appropriate check boxes:
- Print: Select the required printer from the drop-down list. To print to
another office, click on Printers From Another Office, enter the Office
ID and click on Update List.
- Email: Select PNR Emails to send the document to all email addresses
in the PNR, or click on Add Email to add others.
- Fax: Select PNR Faxes to send the document to all fax numbers in the
PNR, or click on Add Fax to add others.
6. Click on OK.
304 Edition 3.3

Chapter 12
Generating Sales Reports
HE SALES
Understanding Sales Reports

What Are Sales Reports?
When you issue a ticket, sales information and accounting statistics about the
transaction are stored in the document database (DOCDB) in the Amadeus
Central Ticketing Platform (CTP).
ARD Web provides a number of sales reports that use the information in the
document database to help you report, for example:
• A summary of sale and refund values (Daily Report or Summary Sales Period
Report).
• Which form of payment was used (Form of Payment report).
• A list of the documents you issued (Query Report or Item Sales Period
Report).
• The cross-reference between a stock control number and a ticket number
(Cross-reference Report).
The number of days for which sales data is held and reports can be run varies
from airline to airline and market to market. The default is 62 days.
What Are the Categories of Sales Reports?

Some sales reports are based on calendar date, while others are based on sales
periods:
• Daily sales reports cover a specific day or date range.
• Sales period reports cover the current period or a closed period. See What Is
a Sales Period? on page 306.
Furthermore, sales reports can be document-based or sales-based:
• Document-based reports, such as the Query Report (TJQ) and Item Sales
Period Report (TJI) provide information about document transactions, from
where you can look at the document history or transaction details.

• Sales-based reports, such as the Daily Report (TJD), the Form of Payment
Report (TJF) and the Summary Sales Period Report (TJS), provide daily or
periodic sales amount totals. You do not see the documents that make up the
totals.
Example: Categories of Sales Reports
Understanding Sales Periods

What Is a Sales Period?
A sales period is a defined period of time during which tickets have been issued.
The duration of a sales period is defined by the airline or local BSP/ARC:
• For airlines, a sales period is usually 24 hours, from midnight to midnight.
The sales period may close at different times according to the time zone.
• For travel agencies, a sales period varies from market to market, but is
usually one or two weeks.
The current sales period is known as the open period. Transactions in the
current period are pending.
Past sales periods are known as closed periods. Transactions in closed periods
are confirmed.
Note: Because sales periods are not the same as accounting periods, future
periods are not held in the system.
306 Edition 3.3

Chapter 12 Generating Sales Reports
What Are Pending and Confirmed Sales?

When you first issue a ticket, the sale transaction status is pending.
Pending sales:
• Can be cancelled (voided).
• Have a blank space instead of an asterisk (*) after the sequence number in
the Query Report.
• Belong to the current sales period.
A pending sale becomes confirmed when the sales period closes.
Confirmed sales:
• Cannot be voided (they can only be refunded).
• Have an asterisk (*) after the sequence number in the Query Report.
• Have been reported in a closed sales period.
How Does a Sales Period Become Closed?

Sales periods are closed automatically at regular intervals during out-of office-
hours, typically every 24 hours for an airline and every one or two weeks for
travel agencies.
Depending on your airline and market, you may be able to close the current sales
period manually at any time. For example, you may need to do this because:
• You need to refund a ticket that was issued during the current period (you
cannot refund a sale until it has been confirmed).
• You are working in a training environment where periods are not closed
automatically.
How to Close the Current Sales Period Manually

1. To close the current sales period, enter:
TRCS
Note: The TRCS entry is restricted to airline agents only. Contact your
local Amadeus Commercial Organization (ACO) if you get the
system response: NOT AUTHORISED.
Example System Response
CONSOLIDATION PROCESS STARTED - REPORT 122 UNDER CREATION

>
2. Make a note of the report number in the system response. You can use it
when you run the sales period reports.
There is no limit to the number of sales periods you can close in one day, but
having many periods for one day can make the sales period reports difficult to
check and reconcile.
What Happens When a Sales Period Closes?

When the sales period closes:
• All tickets issued or cancelled during the period become confirmed.

• The period is assigned a report number - you can run sales period reports for
the closed period.
• Ticketing information is automatically transmitted to the Data Processing
Centre (DPC) by reporting tape (RET) or handoff tape (HOT).
How to Report Sales in a Closed Period

You can report sales for closed periods in the Summary Sales Period Report
(TJS) and the Item Sales Period Report (TJI).
You request reports for closed periods either by report number (/HNU- option) or
for 'N' periods ago (/H- option).
The number of closed periods available for reporting depends on the length of
your periods, and whether or not you manually close periods. Remember that
sales report data is held for 62 days on average, but the number of days can vary
by market and airline.
If you are using daily sales reports, you can report on past dates by adding the
date (/D-) option.
What Is Sales Report History and How Long Is it Stored?

Sales report data is stored in the ticketing sales report (TSR) database for a
maximum of 75 days from the date of transaction. You can display sales reports
for past data during this historical period with the history options (/H- and /HNU-).
For automated refunds of paper documents, the original sales data is stored in
the system for 185 days. When you make a refund, the system checks that the
document you want to refund is a confirmed sale and that the document is still
present in the document database. If more than 185 days have passed since
document issuance, the system displays a blank refund record that you have to
fill in manually.
For automated refunds of electronic tickets, the original sales data is stored in the
airline database according to the period specified by each individual airline. The
period is approximately 12 to 13 months.
Using Sales Reports

What Sales Reports Are Available?
Sales Report Description Entry
Daily Sales Reports - reports for a specific day or date range
Daily Report Summary of sales and refunds on a given day, TJD

broken down by form of payment.
Form of Payment Report A breakdown of credit and debit totals by form of TJF
payment.
Query Report A list of all documents issued on a given day. TJQ
Net Remit Report A list of all documents issued using an incentive TJN
ticketing method such as nego, IT/BT and net
remit on a given day.
308 Edition 3.3

Sales Report Description Entry
Transaction Sales Reports - reports based on a specific transaction
Transaction Report Detailed ticketing information about a single TJT

transaction in the query report.
History Report Complete history of a document. TJH
Cross-reference Report A cross-reference list of ticket numbers against TJX
invoice numbers or stock-control numbers
(paper tickets only).
Sales Period Reports - reports for the current or a closed period
Summary Sales Period Summary of sales and refunds during the TJS
Report period, broken down by form of payment (same
layout as the Daily Report).
Item Sales Period Report A list of all documents issued during the period. TJI
Consolidated Report List A list of closed periods and their report numbers TJL
(certain markets and airlines only).
What Are the Sales Reports Default Values?

The system uses the following defaults to create reports:
• Data created in your office.
• Data created by your sign (except the Form of Payment Report (TJF) and
Consolidated Report List (TJL) which report data for all signs in the office).
• For the daily sales reports (TJD, TJF, TJQ, TJN), data for today's date.
• For the sales period reports (TJS, TJI), data for the current sales period.
• In the default currency as defined in your office profile.
Note: You can override the defaults by specifying report options.
What Are the Available Options for each Sales Report?

Note: To use the /SAS-, /SOF, and /SAN options, your agent sign must have a
supervisor duty code (SU).
Option Requests Sample Entry TJD TJF TJQ TJX TJN TJS TJI
/SAS- For another agent within the TJQ/SAS-       

same office. 9812CN
/SOF For all agents in the office. TJQ/SOF       
For all agents within another TJQ/SOF-
office. MIALT0005
/SAN For all offices sharing the TJQ/SAN       
same agency IATA number.
/D- For a specific date or a date TJQ/D-18MAR     
range. TJQ/D-
18MAR20MAR
/H- For a closed sales period 'N' TJI/H-1  
periods ago (1 is the most
recent closed period).

Option Requests Sample Entry TJD TJF TJQ TJX TJN TJS TJI
/HNU- For a closed sales period by TJI/HNU-369  

report number.
/R With documents displayed TJQ/R   
in reverse order (most
recent first).
/T- For all documents issued on TJQ/T-LH     
dedicated airline stock.
This option is used by
specific agencies only
(General Sales Agents,
SATA Ticketing agencies,
and so on).
/F- Beginning with a specific TJQ/F-  
document or sequence 9600015370
number.
/V For all voided (cancelled) TJQ/V 
documents today, for a TJQ/V-
specific date, or a date 21FEB21FEB
range.
TJQ/V-
19FEB25FEB
/N- Tickets issued using an TJQ/T-N  
incentive ticketing method.
/QTC- For the specified transaction TJQ/QTC-  
type. TKTT
/QSF- For all documents with a TJF/QSF- 
specific form of payment CHECK
type.
Note: The only option available for the Consolidated Report List (TJL) is
/SOF.
You cannot add any options to the Transaction Report (TJT) or the
History Report (TJH).
How to Print a Sales Report
How to… Entry
Print the last displayed report on your default printer TJP

Print the last displayed report to a different printer (with a TJP/PRT-JA0281
mnemonic)
Print a report on your default printer when the report is not WRA/TJI/SOF/H-1
already displayed
Print a report on a different printer (with a printer LNIATA), when WRAP125A3BC6/
the report is not already displayed TJI/SOF/H-1
Note: The printer must support the GEN subqueue.
Display printer ATIDs and LNIATAs for your office TTQLIST
310 Edition 3.3

Creating Daily Sales Reports
What Are Daily Sales Reports?

The daily sales reports show transactions and sales by calendar date. The daily
sales reports can show pending and confirmed transactions.
Explanation: The Daily Sales Reports Header

All daily sales reports have a common report header. For example:
AGY NO - 23205980  QUERY REPORT 08MAY  CURRENCY EUR 
OFFICE - NCE1A098R  SELECTION: 
AGENT - 0102BE  09 MAY 2009 
---------------------------------------------------------------
 Agency IATA number.
 Report name followed by the date or date range.
 Currency used in the report.
 Office ID where the sales were made.
 Only displayed for the Query Report, Net Remit Report and Form of Payment
Report. Displays any selection options (/Q…) entered when you ran the report.
 Agent sign which made the sales (ALL if you ran the report for all agents).
 Report run date (today).
Daily Report
HE TJD
What Is the Daily Report?

The Daily Report provides a summary of all sales that were collected and
refunded during a single day.
The sales, refunds and resulting balance are reported by cash, credit and
combined cash/credit totals, and also by individual form-of-payment type.
Adjustment totals are also displayed in some markets. The report also shows the
number of documents issued and cancelled by document type.
When to Use the Daily Report

You can run the Daily Report at the end of your shift, for your own agent sign, so
that you can reconcile the cash, cheques and credit card slips in your cashbox
against what is recorded in the system.
A supervisor can run the report at the end of the day to provide totals for the
office.

How to Display the Daily Report

To display the Daily Report for your own agent sign, enter:
TJD
Example: Daily Report

The layout of the Daily Report may vary by market and airline.
System response after TJD:
AGY NO - 23205980 DAILY REPORT 09MAY CURRENCY EUR
OFFICE - NCE1A098R 
AGENT - 0102BE 09 MAY 2009
---------------------------------------------------------------
PAYMENTS X DOCUM SALES  REFUNDS  BALANCE 
---------------------------------------------------------------
FARE AMOUNT CA  21433.00 2285.00- 19148.00
TAX AMOUNT CA 543.84 106.72- 437.12
FEE AMOUNT CA 0.00 0.00 0.00
DOC AMOUNT CA 21976.84 2391.72- 19585.12
COMM AMOUNT CA 883.43- 109.25 774.18-
REMIT AMOUNT CA 21093.41 2282.47- 18810.94
---------------------------------------------------------------
FARE AMOUNT CC  3279.00 0.00 3279.00
TAX AMOUNT CC 80.00 0.00 80.00
FEE AMOUNT CC 20.00 0.00 20.00
DOC AMOUNT CC 3379.00 0.00 3379.00
COMM AMOUNT CC 143.74- 0.00 143.74-
REMIT AMOUNT CC 163.74- 0.00 163.74-
---------------------------------------------------------------
FARE AMOUNT TOT  24712.00 2285.00- 22427.00
TAX AMOUNT TOT 623.84 106.72- 517.12
FEE AMOUNT TOT 20.00 0.00 20.00
DOC AMOUNT TOT 25355.84 2391.72- 22964.12
COMM AMOUNT TOT 1027.17- 109.25 917.92-
REMIT AMOUNT TOT 20969.67 2282.47- 18687.20
---------------------------------------------------------------
---------------------------------------------------------------
FORM OF PAYMENTS  SALES REFUNDS BALANCE
CA/CASH 16824.12 2391.72- 14432.40
CA/CHECK 5152.72 0.00 5152.72
CC/CCDC 3379.00 0.00 3379.00
---------------------------------------------------------------
---------------------------------------------------------------
DOCUMENT VOLUME  ISSUED CANCELLED SOLD AMT DOC SOLD
AUTO MCO 2 0 2 135.00
RFND 3 1 2 2391.72
ELECTRONIC 11 0 11 25220.84
MANUAL TKT 1 1 0 0.00
---------------------------------------------------------------
>
 Report header.
 Sales values.
 Refunds values.
 Balance (sales minus refunds).
 Breakdown by cash (cash and cheques).
 Breakdown by credit (all credit cards).
312 Edition 3.3

 Breakdown totals (combined cash and credit).
 Breakdown by individual form-of-payment types.
 Number of documents issued and cancelled, by document type.
For detailed information about each field in the report, enter HE TJD in the
Amadeus Information Pages.
Form of Payment Report

HE TJF
What Is the Form of Payment Report?

The Form of Payment Report breaks down each form of payment into credits
(sales and adjustments), debits (refunds and adjustments), and the day's
resulting balance.
Note: By default, the system displays the data created by all agents in an
office.
When to Use the Form of Payment Report

Use the Form of Payment Report to report daily sales totals by form of payment,
or to list every transaction issued for a specific form of payment.
How to Display the Form of Payment Report

To display the Form of Payment Report for all agents in your office, enter:
TJF
Example: Form of Payment Report

System response after TJF:
AGY NO - 19700250 PAYMENT REPORT 20JAN CURRENCY EUR
OFFICE - HEL6X0114 SELECTION:
AGENT - ALL  20 JAN 2009
---------------------------------------------------------------
FORM OF PAYMENT CREDIT DEBIT BALANCE
---------------------------------------------------------------
AX  1800.35 0.00 1800.35
CA 1934.55 200.00 1734.55
CASH 1575.34 0.00 1575.34
VI 0.00 298.20 298.20-
---------------------------------------------------------------
TOTAL 5310.24 498.20 4812.04
---------------------------------------------------------------
>
 Report header.
 Each form-of-payment type is listed individually, in alphabetical order.
For detailed information about each field in the report, enter HE TJF in the

How to Display All Transactions with a Specific Form of Payment

To display a list of all transactions paid by a specific form of payment, for all
agents in your office, enter for example:
TJF/QSF-CASH
Example: Specific Form of Payment Report

System response after TJF/CASH:
AGY NO - 19700250 PAYMENT REPORT 20JAN CURRENCY EUR
OFFICE - HEL6X0114 SELECTION: AIRLINE 6X
AGENT - ALL FP-CASH  20 JAN 2010
---------------------------------------------------------------
SEQ A/L DOC NUMBER  FOP AMOUNT TRNC
---------------------------------------------------------------
000041 172 2452555551 887.37 TKTT
000043 172 2452555553 687.97 TKTT
---------------------------------------------------------------
TOTAL 1575.34
---------------------------------------------------------------
 Report header shows the specific form of payment.
 Each document issued with the specific form of payment.
From here, you can see further details about a document by running the
Transaction Report (TJT).
Query Report
HE TJQ
What Is the Query Report?

The Query Report shows every document that was issued or refunded during a
single day.
Each document in the report has a sequence number, making it easy for you to
request detailed transaction or history information, or cancel or reinstate an
individual transaction, directly from the displayed report.
The total document amount, tax, fees, commission, form of payment, agent sign,
PNR record locator, and transaction type are all included in the report.
When to Use the Query Report

Use the Query Report when you need to work with document transactions or to
see the list of all documents issued during the day.
How to Display the Query Report

To display the Query Report for your own agent sign, enter:
TJQ
314 Edition 3.3

Example: Query Report

The layout of the Query Report may vary by market and airline.
System response after TJQ:
AGY NO - 38200901 QUERY REPORT 31MAR CURRENCY EUR
OFFICE - VRNIG2001 SELECTION:
AGENT - 0001AA  31 MAR 2009
-------------------------------------------------------------------------------
SEQ NO A/L DOC NUMBER TOTAL DOC TAX FEE COMM FP PAX NAME AS RLOC TRNC
----------------------------------------------------------------------
000484*527 4117069151 338.95 27.95 20.00 16.95 CA GSCHNELL AA 2B9OYR TKTT
000485*191 4117069152 134.28 44.28 0.00 4.91 CA RUDOLPH/ AA 2IC9UC TKTT
000486*191 4117069153 142.37 42.37 0.00 5.45 CA BELLUCO/ AA YUTPFL TKTT
000487 191 4117069154 142.37 42.37 0.00 5.45 CA FOLGHERA AA YUTPFL TKTT
000490 191 4117069157 142.37 42.37 0.00 5.45 CA GABRIELL AA YUTPFL TKTT
000491 191 4117069158 142.37 42.37 0.00 5.45 CA TAGLIAPI AA YUTPRF TKTT
000492 191 4117069159 142.37 42.37 0.00 5.45 CA SCOLA/LA AA ZQY7DK TKTT
000495 191 4117069162 142.37 42.37 0.00 5.45 CA SECCHI/A AA ZQY7DK TKTT
>
 Report header.
 Document sequence number. Can be used when cancelling or reinstating the

document, or when requesting the Transaction Report (TJT) or History Report
(TJH).
 Indicates whether the transaction is pending (blank) or confirmed (*).
 Validating airline's three-digit code.
 Document number. Can be used when cancelling or reinstating the document, or

when requesting the Transaction Report (TJT) or History Report (TJH).
 Transaction type code.
For detailed information about each field in the report, enter HE TJQ in the
Which Transaction Type Codes Are Used in Query Reports?

A transaction type code (TRNC) is a four-letter code that indicates the type of
traffic document and the transaction being performed on it. Transaction types fall
into four categories according to the nature of the transaction from an accounting
point of view (sale, refund, adjustment and inventory type documents). Query
reports display sales type transactions using sales type transaction codes. Some
of the most commonly used sales type transaction codes are explained in the
following table.
Code Sales Transaction Type
CANX Cancelled Sale (cancelled same day of issuance)

CANN Voids due to system failure or e-ticket rejection
CANR Cancellation with Reversal (cancelled after day of issuance)
EMDA Associated Electronic Miscellaneous Document (EMD-A)
EMDS Standalone Electronic Miscellaneous Document (EMD-S)
MD10 ATB2 Automated Excess Baggage Ticket
MD50 Paper MCO and Amadeus Virtual MCO Sale - Automated

Code Sales Transaction Type
MCOM Paper MCO and EMD Sale - Manual

TKTM Paper Ticket Sale (OPTAT) - Manual
TKTA Paper Ticket Sale (OPTAT) - Automated
TKTB Paper Ticket Sale (OPATB) - Automated
TKTT Electronic Ticket Sale (no printed flight coupons)
XSBM Excess Baggage Ticket Sale and EMD Sale - Manual
How to View a Query Report for a Specific Sales Transaction Type

With the query report entry TJQ, you can use the option /QTC- along with the
sales transaction type code to see only those transaction types. For example, to
see a query report for all sales cancelled on the same day of issuance, enter:
TJQ/QTC-CANX
Typical Query Reports
How to… Entry
Display all documents issued in the office TJQ/SOF

Display the most recently issued transactions at the top of TJQ/R
the list
Display only one sales transaction type (in this case, TJQ/QTC-MD50
automated MCOs/Amadeus Virtual MCOs)
Display all e-tickets issued in the office TJQ/SOF/QTC-TKTT
Display only cancelled/voided tickets TJQ/V
TJQ/QTC-CANX
Display the document list for a past date TJQ/D-08FEB
Transaction Report
HE TJT
What Is the Transaction Report?

The Transaction Report provides you with detailed ticketing information for any
document listed in the Query Report. It shows:
• A summary of the information displayed in the Query Report
• PNR and fare information, such as forms of payment, the tax breakdown of
the fare, airline ticketing (OB) fees and the fare calculation.
When to Use the Transaction Report

Use the Transaction Report to check the status of the sale, or to review sale
details and airline ticketing fees.
316 Edition 3.3

How to Display the Transaction Report
How to… Entry
Display a Transaction Report from the Query Report TJT/I-483

Display a Transaction Report using the document number TJT/TK-2445975178
Example: Transaction Report

The layout of the Transaction Report may vary by market and airline.
System response after TJT:
 0.00 CREDIT
AGENCY - 19475768 15APR09 1505.42 CASH
OFFID/AS- HELAY0102 MT MT ITEM - 061686 93.21 TAX
DOC TYPE- ELEC TKT SALE CURR - EUR 25.00 FEES
AL/PROV - 105 - AY STATUS - PENDING 0.00 COMM
DOCUMENT- 2445975178- ELEC TKT SALE PNR 46Q4PP

PASSENGER : BOLAND/JAMES MR
TOUR : INVOICE :
FOP1 : CA 1505.42 CASH
FOP2 :
FOP3 :
TAX : 52.00YR 4.51DQ 36.70XT
FEE : OBFCA 10.00
FEETAX : 2.50VA
FEE : OBT01 15.00
FEETAX : 3.50VA
ORIGIN :
PURCHASER :
FARE CALC : HEL AY FRA813.56AY HEL813.56NUC1627.12END ROE0.79..
AUTOMATED T10.27FI19.88RA6.55DE
PRICED
>
 The report header provides a summary of information from the Query Report.
 Detailed information about forms of payment, airline ticketing fees, the tax
breakdown and the fare calculation.
For detailed information about each field in the report, enter HE TJT in the
History Report
HE TJH
What Is the History Report?

The History Report gives you the complete history of a document. The upper part
of the report displays the original sale information and the lower part displays
refund information, if there is any.
You can display the history report for sale and refund type transactions.

When to Use the History Report

Use the History Report to see a full history of the sale, which sales period a
transaction was reported in, or the refund history of a transaction.
How to Display the History Report
How to… Entry
Display a History Report from the Query Report TJH/I-484

Display a History Report using the document number TJH/TK-2445975179
Example: History Report

System response after TJH:
AL/PROV - 117 - SE  PNR YE97EJ
DOCUMENT- 2445975179
STATUS : REFUNDED
ORIGINAL SALE 
---------------------------------------------------------------
PASSENGER : ERICSSON/SVEND MR
SELLING OFFICE/AS : STONA2250 0001AA
SALE ISSUANCE DATE : 26SEP09
SALES REPORT NO. : 074
SALES REPORT PERIOD : 2609-1411
SALE DOC TYPE : ELECTRONIC TICKET SALE
CONFIRMATION DATE : 26SEP09
REFUND 
---------------------------------------------------------------
REFUNDING OFFICE/AS : STONA2250 0001AA
REFUND DATE : 30OCT09
REF.SALES REPORT NO. : ***
REF.SALES REPORT PERIOD : CURRENT
 Report header.
 Original sale issuance and periodic reporting information.
 Refund information, if applicable.
For detailed information about each field in the report, enter HE TJH in the
Net Remit Report

HE TJN
What Is the Net Remit Report?

The net remit report gives you a list of all documents issued using an incentive
ticketing method such as nego, IT/BT and net remit. The list is numbered to make
it easy to modify, cancel, and reinstate cancelled sales from the report.
318 Edition 3.3

When to Use the Net Remit Report

Use the Net Remit Report to review the selling fare, net fare, commission
amount, tour code and remit amount.
How to Display the Net Remit Report

To display the Net Remit Report for your own agent sign, enter:
TJN
Example: Net Remit Report

The layout of the Net Remit Report may vary by market and airline.
System response after TJN:
AGY NO - 91206041 NET/NEGO REPORT 02APR CURRENCY EUR
OFFICE - PARU12220 SELECTION:
AGENT - 0001AA  02 APR 2009
-------------------------------------------------------------------------------
SEQ NO A/L DOC NUMBER SELLING NET COMM TOUR CODE REMIT AMT
------------------------------------------------------------------------
000024*057 4116566507 665.00 450.00 40.00 IT3EN2LET 410.00
000025*057 4116566508 300.00 220.00 25.00 IT2LV2PR02 195.00
000026 057 4116566509 665.00 450.00 40.00 IT3EN2LET 410.00
057 4116566510 CNJ
000028 057 4116566512 192.37 N/A 0.00 IT4IB2BCN999 N/A
000035 057 4116566519 192.37 N/A 0.00 IT4IB2BCN999 N/A
000036 057 4116566520 192.37 N/A 0.00 IT4IB2BCN999 N/A
000040 057 4116566524 192.37 N/A 0.00 IT4IB2MAD999 N/A
000041 057 4116566525 192.37 N/A 0.00 IT4IB2MAD999 N/A
000042 057 4116566526 192.37 N/A 0.00 IT4IB2MAD999 N/A
>
 Report header.
 Document sequence number. Can be used when cancelling or reinstating the

document, or when requesting the Transaction Report (TJT) or History Report
(TJH).
 Indicates whether the transaction is pending (blank) or confirmed (*).
 Validating airline's three-digit code.
 Document number. Can be used when cancelling or reinstating the document, or

when requesting the Transaction Report (TJT) or History Report (TJH).
For detailed information about each field in the report, enter HE TJN in the

Cross-reference Report
HE TJX
What Is the Cross-reference Report?

The Cross-reference Report cross-references ticket numbers against invoice
numbers (for (OP)TAT and (OP)ATB tickets) or stock control numbers (for
(OP)ATB only), and vice versa. The report also shows the PNR record locator
and amount associated with the ticket number.
You can report on a specific ticket number, stock control number or invoice
number, or on all numbers issued on a particular day or date rate.
Note: By default, the system reports data created by all agents in an office,
not only your own sign.
The Cross-reference Report is only available for airlines or markets that print
(OP)ATB tickets, or that print invoices and have the ticket invoice cross-
referencing field (CRF) set to YES in the office profile.
When to Use the Cross-reference Report

Use the Cross-reference Report if you are still issuing paper documents and to
cross-reference:
• Ticket numbers against their invoice numbers
• Invoice numbers against their ticket numbers
• Ticket numbers and their stock-control numbers
• Stock-control numbers against their ticket numbers
How to Display the Cross-reference Report with Invoice Numbers
How to… Entry
Display all ticket numbers against their invoice numbers TJX

Display one ticket number against its invoice numbers TJX/XTI-2144219674
Display all invoice numbers against their ticket numbers TJX/XIT
Display one invoice number against its ticket numbers TJX/XIT-0000001008
320 Edition 3.3

Example: Cross-reference Report with Invoice Numbers

System response after TJX:
AGY NO - 19490471 XREF REPORT 02APR CURRENCY EUR
OFFICE - HELAT2120 
AGENT - ALL 02 APR 2009
---------------------------------------------------------------
 DOC NUM  INVOICE PNR REC LOC AMOUNT
2144219673 0000001000 2XAPS5 373.69
2144219674 E 0000001001 2X7XBN 347.56
2144219675 E 0000001002 2X7XBN 347.56
2144219676 E 0000001003 2SMSWG 293.89
2144219677 0000001004 2VM7AQ 41.96
2144219678 0000001005 2VM7AQ 41.96
2144219679 E 0000001006 NOPNR 362.56
2144219680 E 0000001007 NOPNR 362.56
2144219681 0000001008 NOPNR 962.56
2144219682
2144219683 0000001009 NOPNR 362.56
2144219684 0000001010 2WICFR 316.59
2144219685 0000001011 2YDJFL 318.89
2144219686 0000001012 2WICFR 316.59
2144219687 0000001013 2YBMTQ 229.68
2144219688 0000001014 2V73RM 229.68
2144219689 0000001015 2V73RM 229.68
>
 Report header.
 Ticket number.
 Invoice number.
Note: If you add the /XIT option to the report, INVOICE becomes the first
column and DOC NUM becomes the second column. The rest of the
report remains the same.
For detailed information about each field in the report, enter HE TJX in the
How to Display the Cross-reference Report with Stock-control

Numbers
How to… Entry
Display all ticket numbers against their stock-control TJX/XTS

numbers
Display one ticket number against its stock-control numbers TJX/XTS-4132679966
Display all stock-control numbers against their ticket TJX/XST
numbers
Display one stock-control number against its ticket numbers TJX/XST-4278754424

Example: Cross-reference Report with Stock-control Numbers

System response after TJX/XTS or TJS/XST:
AGY NO - 19491850 XREF REPORT 02APR CURRENCY EUR
OFFICE - HELAT2120 
---------------------------------------------------------------
 DOC NUM PAX  SCN RANGE PNR AMOUNT AGTN
---------------------------------------------------------------
4132679965 E HIEKKANE 4278754423-23 2H4KSR 340.87 HELAT2120
4132679966 MATTILA/ 4278754424-27 2IMT6K 329.62 HELAT2120
4132679967 LEPISTO/ 4278754428-31 2IMT6K 329.62 HELAT2120
4132679968 E SAVOLA/A 4278754432-32 2UMB4O 362.93 HELAT2120
4132679969 KANGAS/J 4278754433-37 2OFGRL 492.96 HELAT2120
4132679970 LAINE/JA 4278754438-38 2VUYJZ 646.69 HELAT2120
4132679971 RYYNANEN 4278754439-39 2VUYJZ 646.69 HELAT2120
4132679972 PALMU/LA 4278754440-40 2EJXAJ 421.21 HELAT2120
4132679973 PYYSKANE 4278754441-41 2VJMOA 370.92 HELAT2120
4132679974 E KEMPPAIN 4278754442-42 2VJAQH 342.92 HELAT2120
4132679975 HEISKANE 4278754443-45 X2Z786 165.69 HELAT2120
>
 Report header.
 Ticket number.
 Stock-control number range.
For detailed information about each field in the report, enter HE TJX in the
Creating Sales Period Reports
What Are Sales Period Reports?

The sales period reports (TJS and TJI) show transactions and sales by report
period. All transactions in the current period are pending. All transactions in
closed periods are confirmed.
Note: The Consolidated Report List (TJL), if available, provides a list of all
closed sales report periods and their associated report numbers.
322 Edition 3.3

Explanation: The Sales Period Reports Header

The sales period reports (TJS and TJI) have a common report header. For
example:
AGY NO - 23205980  SUMMARY REPORT 000040  CURRENCY EUR 
OFFICE - NCE1A098R  SALE PERIOD
AGENT - ALL  0105-0505  09 MAY 2009 
---------------------------------------------------------------
 Agency IATA number.
 Report name followed by the report number. If you run the report for the current
period, ****** is displayed instead of the report number.
 Currency used in the report.
 Office ID.
 Agent sign which made the sales (ALL if you ran the report for all agents).
 The date range (period start and end dates) to which the report relates. If you run
the report for the current period, CURRENT is displayed instead of the date
range.
 Report run date (today).
Note: The Consolidated Report List (TJL) has a very simple report header.
See Example: Consolidated Report List on page 327.
Summary Sales Period Report

HE TJS
What Is the Summary Sales Period Report?

The Summary Sales Period Report provides a summary of all sales that were
collected and refunded during a sales period.
The sales, refunds and resulting balance are reported by cash, credit and
combined cash/credit totals, and also by individual form-of-payment type.
Adjustment totals are also displayed in some markets. The report also shows the
number of documents issued and cancelled by document type.
When to Use the Summary Sales Period Report

The Summary Sales Period Report is created automatically at the end of each
period (manual or automatic period closure). Use the report to reconcile cash,
cheques and credit card slips against what is recorded in the system.
How to Display the Summary Sales Period Report

To display the Summary Sales Period Report for your own agent sign, enter:
TJS

Example: Summary Sales Period Report

The layout of the Summary Sales Period Report may vary by market and airline.
System response after TJS:
AGY NO - 23205980 SUMMARY REPORT *** CURRENCY EUR
OFFICE - NCE1A098R SALE PERIOD 
AGENT - 0102BE CURRENT 09 MAY 2009
---------------------------------------------------------------
PAYMENTS X DOCUM SALES  REFUNDS  BALANCE 
---------------------------------------------------------------
FARE AMOUNT CA  21433.00 2285.00- 19148.00
TAX AMOUNT CA 543.84 106.72- 437.12
FEE AMOUNT CA 0.00 0.00 0.00
DOC AMOUNT CA 21976.84 2391.72- 19585.12
COMM AMOUNT CA 883.43- 109.25 774.18-
REMIT AMOUNT CA 21093.41 2282.47- 18810.94
---------------------------------------------------------------
FARE AMOUNT CC  3279.00 0.00 3279.00
TAX AMOUNT CC 80.00 0.00 80.00
FEE AMOUNT CC 20.00 0.00 20.00
DOC AMOUNT CC 3379.00 0.00 3379.00
COMM AMOUNT CC 143.74- 0.00 143.74-
REMIT AMOUNT CC 163.74- 0.00 163.74-
---------------------------------------------------------------
FARE AMOUNT TOT  24712.00 2285.00- 22427.00
TAX AMOUNT TOT 623.84 106.72- 517.12
FEE AMOUNT TOT 20.00 0.00 20.00
DOC AMOUNT TOT 25355.84 2391.72- 22964.12
COMM AMOUNT TOT 1027.17- 109.25 917.92-
REMIT AMOUNT TOT 20969.67 2282.47- 18687.20
---------------------------------------------------------------
---------------------------------------------------------------
FORM OF PAYMENTS  SALES REFUNDS BALANCE
CA/CASH 16824.12 2391.72- 14432.40
CA/CHECK 5152.72 0.00 5152.72
CC/CCDC 3379.00 0.00 3379.00
---------------------------------------------------------------
---------------------------------------------------------------
DOCUMENT VOLUME  ISSUED CANCELLED SOLD AMT DOC SOLD
AUTO MCO 2 0 2 135.00
RFND 3 1 2 2391.72
ELECTRONIC 11 0 11 25220.84
MANUAL TKT 1 1 0 0.00
---------------------------------------------------------------
>
 Report header.
 Sales values.
 Refunds values.
 Balance (sales minus refunds).
 Breakdown by cash (cash and cheques).
 Breakdown by credit (all credit cards).
 Breakdown totals (combined cash and credit).
 Breakdown by individual form-of-payment types.
 Number of documents issued and cancelled, by document type.
324 Edition 3.3

For detailed information about each field in the report, enter HE TJS in the
How to Display Summary Sales Report History
How to... Entry
Display the history of the Summary sales report for the sales period TJS/H-1
most recently closed
Display the history of the Summary sales report for a past report, by TJS/HNU-22
report number, up to two months in the past
Item Sales Period Report

HE TJI
What Is the Item Sales Period Report?

The Item Sales Period Report lists all documents issued in a sales period, with
the cash and credit totals against each item. The report is split into three main
sections: sales, refunds and non-issued documents.
When to Use the Item Sales Period Report

Use the Item Sales Period Report for a detailed analysis of all documents issued
during a sales period.
How to Display the Item Sales Period Report

To display an Item Sales Period Report for your own agent sign, enter:
TJI
Note: In markets reporting to the ARC, the system creates a Weekly ARC
Report instead of the Item Sales Period Report.

Example: Item Sales Period Report

System response after TJI:
AGY NO - 38200201 ITEM REPORT *** CURRENCY EUR
OFFICE - ROMAL2117 SALE PERIOD 
AGENT - 0001AA CURRENT 02 APR 2009
--------------------------------------------------------------------------
DOCNUM PAYMENT CREDIT CASH TAX FEE COMM
--------------------------------------------------------------------------
SALES 
-----
4117069177 CASH 0.00 323.31 31.31 0.00 15.91
4117069178 E 220-4117069049 0.00 100.00 0.00 0.00 1.00
- 179 CASH
4117069180 CHECK 0.00 738.60 43.60 0.00 6.95
4117069181 XXXXXXXXXXXX2402 190.76 0.00 21.76 10.00 14.31
4117069182 CASH 0.00 338.95 27.95 0.00 16.95
4117069183 XXXXXXXXXXXX1004 190.76 0.00 21.76 10.00 14.31
4117069184 CANCELLED 0.00 0.00 0.00 0.00 0.00
--------------------------------------------------------------------------
SALES ! CREDIT 381.52 TAX 146.38
TOTALS ! CASH 1500.56 COMMISSION -69.43
FEE 20.00
--------------------------------------------------------------------------
REFUNDS 
-------
4117069176 CASH 0.00 656.20 26.20 0.00
--------------------------------------------------------------------------
REFUNDS ! CREDIT 0.00 TAX 26.20
TOTALS ! CASH 656.20 COMMISSION 0.00
--------------------------------------------------------------------------
REPORT  ! CREDIT 381.52 TAX 120.18
TOTALS ! CASH 844.36 COMMISSION -69.43
FEE 20.00
--------------------------------------------------------------------------
NON ISSUED DOCUMENTS 
--------------------------------------------------------------------------
4117069150 4117069152 4117069153 4117069154 4117069156
4117069160 4117069161 4117069163 4117069164 4117069165
>
 Report header.
 Sales details and totals.
 Refunds details and totals.
 Report totals.
 Non-issued documents.
For detailed information about each field in the report, enter HE TJI in the
How to Display Item Sales Report History
How to... Entry
Display the history of the Item report for the sales period most TJI/H-1
recently closed
Display the history of the Item report for a past report, by report TJI/HNU-22
number, up to two months in the past
326 Edition 3.3

Consolidated Report List

HE TJL
What Is the Consolidated Report List?

The Consolidated Report List is a list of all closed sales report periods, sorted
from the most recent period (highest report number) to the oldest period (lowest
report number).
The Consolidated Report List is available in specific markets only.
When to Use the Consolidated Report List

Use the Consolidated Report List when you want to know which report number
corresponds to which period. You can use the report number with the /HNU
option when you run the Summary Sales Period Report (TJS) or the Item Sales
Period Report (TJI).
How to Display the Consolidated Report List

To display the Consolidated Report List for all agents in your office, enter:
TJL
Example: Consolidated Report List

The layout of the Consolidated Report List is airline- and market-specific.
System response after TJL:
AGY NO - 19491020 CONSOLIDATED REPORT LIST
OFFICE - HELAY2121 
---------------------------------------------------------------
REPORT OPEN-CLOSURE CURRENCY STATUS AGENT
NUMBER  DATES  SINE 
---------------------------------------------------------------
000043 28APR09-29APR09 EUR CLOSED
000041 27APR09-27APR09 EUR CLOSED 1234AB
000040 27APR09-27APR09 EUR CLOSED 5678CD
>
 Report header.
 Report number, most recent report first. Use the report number with the /HNU
option when you display a period sales report.
 Period open and closure dates. Usually 24 hours for an airline, one or two weeks
for markets (defined by the local BSP). If a period has been closed manually,
more than one period can close on the same date.
 The Agent Sign is blank if the period was closed automatically. If an agent used
the TRCS entry to manually close the period, his agent sign is displayed.

For detailed information about each field in the report, enter HE TJL in the
328 Edition 3.3

Chapter 13
Working With Queues
This chapter describes what queues are and how you can use them to process
PNRs and messages.
Using Queues
The Queues functionality allows airlines to communicate across offices and to
send and receive PNRs and messages that require action.
Each airline and travel agency has a set of predefined queues; the queue bank.
The system places PNRs automatically on these predefined queues using the
office ID contained in the PNR. See What Is the Queue Bank? on page 332.
Additional queues can also be set up on which you can manually place PNRs.
A PNR or message may be placed on queue because:
• You are waiting for confirmation of segments, services, options or seats from
a waitlist.
• The office that is responsible for the PNR has changed.
• The flight schedule has been changed.
• You are waiting for the ticketing date of the PNR.
• You are waiting for the expiration of a ticketing date.
• You are waiting for a rate quote from an airline.
Queues allow you to search for PNRs that meet specific criteria (for example,
PNRs for which the ticketing date is approaching). PNRs or messages on queue
can be processed one after the other, in the order in which they appear in the
queue.
Some queue-related tasks are only available for supervisor users:
• Filter the PNR list
• Move PNRs from queue
• Broadcast messages to branch offices

What Is a Queue?
A queue is a holding area for PNRs or messages that will require further action at
a later date or time. It is identified by a number from 1 to 99. Each queue can be
divided into categories, which are numbered from 0 to 254. Some queues may
also be further divided into four date ranges.
Some queue numbers are predetermined by Amadeus, because of industry
standards. PNRs and messages are automatically placed in these predetermined
queues by airlines, hotel companies, car companies, other providers and
Amadeus.
Queue Categories
Queues can be subdivided into categories.
For example, for Queue 1, category 1 is by default set up for airline confirmations,
category 2 for hotel confirmations and category 6 for SSR confirmations.
Queue Date Ranges

You can further subdivide queue categories into date ranges so that you can
prioritise your PNRs.
Each category can have four date ranges. Each date range functions as a
separate sub-queue. Date ranges can be changed to meet the requirements of
each individual office.
The default date ranges set up by Amadeus are:
Date Range Includes
1 Today plus two days

2 Today plus five days
3 Today plus eight days
4 Date range 3 onward
PNRs that require action are moved in sequence from date range 4, to date
range 3, to date range 2, and eventually to date range 1. They remain there until
you take action on them.
330 Edition 3.3

Chapter 13 Working With Queues
How to Display the Queue List

To check which queues in your office currently contain PNRs or message, display
the queue list:
1. On the Home page, expand the Queue menu.
2. Click on Display Queue List.

The list of all the queues that contain PNRs is displayed.
Explanation: The Queue List Display

The queue list displays only the queues in your office that currently contain active
PNRs or messages.

Here is an explanation of the display:
Table: Explanation of Queue Count Display
Item / Column Explanation
1802 16OCT Time and date when you made the request.
Q97.Message Queue number and name
C [no] Category number
D1-D4 Date range 1 to 4.
TTL (Total) Displays the total number of PNRs or messages to be
worked on.
ADDS (Items Added) Displays the number of PNRs or messages received
since the queue was activated or since the last Queue
Count Reset (QCR).
LQC (Last Queue Count) This displays the number of PNRs or messages in the
'TTL' when the Queue Count was last reset. It will
display '0' if the Queue Count has not been reset
previously.
IW (items worked) Shows the number of PNRs or messages that have
been worked on since the queue was activated or last
reset.
This column appears only if you signed in as a
supervisor.
What Is the Queue Bank?

The queue bank is a collection of queues where PNRs and messages are
automatically placed and categorised so that you can work on them.
Every office has its own queue bank. Travel agencies are automatically provided
with 16 predefined queues and airline offices with 19 queues. The system places
PNRs automatically on these predefined queues according to the office
identification contained in the PNR header line.
The queue bank is created at the same time that a new office ID is created and
has the same office ID as the office. One office queue bank can use up to 60
queues.
The queue bank is created with several default queues. However, you can create
additional queues where you can manually place PNRs and messages that
require follow-up. You can also select one category to be associated to your
Amadeus sign, so that any PNRs or messages you create will be placed in the
appropriate queue in your assigned category.
For queue processing to function properly, the queue bank must include the
following:
• 0 - General queue
• 1 - Confirmation queue
• 3 - Option queue
• 97 - Message queue
• DLY/DATE - DLY/TIME queue
332 Edition 3.3

If you customise your queue bank, PNRs are not automatically placed on these
customised queues, but default to queue 0.
Note: Queues are added in the Command page. You can then use the
graphical Queues module to display the contents of the queues and
carry out related follow-up actions.
What Are the Available Queue Types?
Special and Dual Queues

There are two types of automatic queues in the Amadeus queue system:
• Special queues - Can contain up to 256 categories, but cannot have date
ranges.
• Dual queues - Can contain up to 256 categories; each category can have up
to four date ranges.
Delay-Date and Delay-Time Queues

You manually place PNRs on the delay queue that require action on the date or
time specified. The delay queue contains two sections for date-delayed and time-
delayed PNRs. It does not contain any categories.
The system returns the PNR to the original queue and category when the date or
time is reached.
Commonly Used Queues

Here is a description of some commonly used queues.
Table: Common Queues
Queue Description
Q0 General
Q1 Confirmation
Q2 Confirmation from waitlist
C0 Default
C1 AIR
C6 SPCL SVC (SSR elements)
Q3 Option
Q4 Responsible office change
Q7 Schedule change
Q8 Ticketing
Q12 Expired time limit
Q25 Multi-list
(Categories 0-254 are activated)
Q26 Multi-list
(Only categories 0-31 are activated)
Q87 Groups
Q94 Customer profile message

Queue Description
Q96 Past date record message

Q97 Message
Nightly File Maintenance

The system runs a file maintenance process every night at midnight GMT time
(system time).
The system also reads the OP and TK elements in PNRs, as well as the delay
queue, and moves PNRs to queues 3, 8, 12 and the delay queue at midnight
local time (unless a specific time is added).
PNRs are moved to each date range (D4 to D3 to D2) as the appropriate amount
of time passes.
Displaying PNRs on a Specific Queue

How to Display a List of All PNRs on a Specific Queue
1. On the Home page, expand the Queue menu and enter the name or the
number of the queue in the Queue field.
You can also specify the category (number between 0 and 255) and the date
range (1,2,3 or 4).
2. Click on Display PNR List.

The list of PNRs in the queue is displayed.
334 Edition 3.3

Explanation: The PNR List Display

The PNR List shows the first 22 PNRs on the selected queue. If the queue
contains more than 22 PNRs, click on Next or Previous to navigate between
pages.
By default up to 500 PNRs are retrieved from the queue. (This limit is defined in
your office profile, and may be set to a different value.) If there are more PNRs in
the queue than your default limit, once you reach the end of the list, the message
'Display Incomplete' is shown at the bottom of the list. In this case, click on Next
Range to retrieve the next set of PNRs from the queue.
From this display, you can do the following:
• Enter filter criteria and sorting options to only display the PNRs that match
your criteria. See How to Filter and Sort the PNRs Displayed on the PNR List
on page 336.
• Move PNRs from the queue. See How to Move PNRs from the PNR List to
Another Queue on page 337.
• Print a single PNR in the list, or print the entire list.
• For other queue-related actions, such as delaying PNRs, you need to start
the queue first. See Processing PNRs on Queue on page 339.

How to Filter and Sort the PNRs Displayed on the PNR List
1. In the PNR List, click on Show Filtering/Sorting Options.
2. Enter the following filter criteria, as required:
Criterion Explanation
Departure Range Enter a range of departure dates, in the format DDMMM.

Date Example: 01Feb
Flight Numbers Enter up to five flight numbers, separated by commas. You
can also enter flight-number ranges instead of individual
numbers.
Example: 6X001, 6X002, 6X012-6X016
Class Enter up to five classes of service, separated by commas.
Ticketing Range Enter a range of ticketing dates, in the format DDMMM.
Date Example: 01Feb
Tier Levels Select up to five tier levels from the list. The tier level values
indicate the airline’s ranking of frequent-flyers.
Example: BLUE, SILV
Customer Values Enter up to five customer-value numbers, or range of
customer-value numbers. The customer-value numbers are
defined by the airline. They can have up to four digits. You
can also enter number ranges.
Example: 100, 200
Board Points Enter locations for up to two board points and up to two off
Off Points points.
If you enter locations of two board points, the filter will return
a PNR if it contains either of these locations.
If you enter locations of a board point and an off point, the
filter will only return a PNR if it contains both of these
locations.
Example: NYC
Segment Status Enter a status code.
Code The filter will only return PNRs having this status code.
Example: HK
Result Range Specify the line numbers of the first and last PNR in the list to
Start / End be displayed. The range must be less than the default limit.
336 Edition 3.3

3. Select up to three sorting options:

- Departure Date
- Board Point
- Off Point
- Flight Number
4. Click on Filter.
The list of PNRs displayed is refreshed. Only those PNRs that match the filter
criteria are listed and they are ordered according to the selected sorting options.
Note: Filtering and sorting is only applied to the PNRs of the specified queue.
How to Move PNRs from the PNR List to Another Queue

1. At the top of the PNR List, click on the Move PNRs From Queue link.
The Move PNRs From Queue panel is added at the bottom of the PNR List.
2. Select the PNRs you want to transfer to another queue. Choose between:
- All PNRs
Select this option to move all the PNRs currently on the active queue to
another queue.
- Selected PNRs
Enter the sequential number of the PNR as shown in the No column in
the PNR List. You can enter up to five individual numbers or ranges,
separated by commas (such as 1,3,5-9).
3. If the target office is not your own office, enter an office ID.
This is only possible if an Extended Ownership Security (EOS) agreement is
in place between the offices.
4. Specify the queue and category to which you want to transfer the PNRs.
Either enter the queue and category number or, if available, the nickname. A
nickname can be entered as a short name for a specific date
range/category/queue/office ID combination.
If you do not enter a category number, category 0 is used by default.
5. If date ranges have been set up for the queue/category, enter the date range
you want (1, 2, 3 or 4).
If you do not enter a value, date range 1 is used by default.
6. Click on Move PNRs.

The selected PNRs are placed on the specified queue and removed from the
current queue. The PNR List is refreshed accordingly.
Placing PNRs on Queue

What Is Queue Placement?
Automatic Placement
The system places PNRs automatically on predefined queues, according to rules
set up for your office ID. For example, PNRs that approach the ticketing date, are
automatically placed on the ticketing queue (queue number 8). The system does
not check for duplicate PNRs; it can therefore happen that PNRs are placed
several times on queues.
Manual Placement
In addition, you can manually place PNRs on queue. You can do so:
• When you are in queue mode, when you have already started working on a
queue.
You can transfer the PNR or message you are working on to a different
queue.
• At any time when you have a PNR open. The PNR must have been saved
and must have a record locator assigned.
Consider the following when you place PNRs on queue:
• If you do not specify a category, the PNR or message is placed in category 0
of the specified queue.
If automatic sorting by agent sign is set up for your office, this is ignored
when you manually place PNRs on queue. This means that PNRs are not
automatically placed into the categories set up for different agents; you need
to specify the correct category manually.
• If you attempt to place a PNR or message on a queue that is not active, or in
a category that does not exist, the system places it in Q0C0 by default.
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How to Place a New or Retrieved PNR on Queue

Prerequisites: The PNR is open. This can be a new or retrieved PNR.
1. In the PNR tab, click on the Place on Queue button in the top right corner.
The Place PNR On Queue window opens.
3. Specify the queue and category to which you want to transfer the PNR.
nickname can be entered for a specific date range/category/queue/office ID
combination.
4. Either enter the date and time when you want the PNR to appear on the new
queue, or enter the date range (1, 2, 3 or 4).
If you do not enter a value, the PNR is placed in date range 1.
5. Click on OK.
The PNR is placed on the selected queue. If the PNR has not been saved before,
it is now end-transacted and the record locator is created.
Processing PNRs on Queue

You can perform various actions on PNRs on queue.
The first step is to start queue mode. You can then process one PNR after the
other, as they appear on the queue. You have the following possibilities:
• Modify the PNR and then save or ignore the changes.
• Delay the PNR.
• Place the PNR on a different queue.

The following actions are available from the PNR List and not from queue mode:
• Move all or selected PNRs to another queue.
What Is Queue Mode?

Queue mode allows you to work a queue by processing the PNRs that are placed
on it one at a time.
When you start to work a queue that contains PNRs, the first PNR in the queue is
displayed in queue mode.
In queue mode, the following additional buttons are available from the PNR
header:
• Delay PNR
• Place on Queue
• End of Transaction (with additional options)
You can work on the PNR and modify it as required. When you finish with the
PNR, you can display the next PNR in the queue.
How to Process PNRs on Queue

1. On the Home page, expand the Queue menu, and enter the queue's name
or number.
If you want, also specify category (1-255) and date range (1, 2, 3 or 4).
2. Click on Start Queue.
The first PNR on the queue is displayed.
You now have the following options:
• Modify the PNR as required, then click on End of Transaction to save or
ignore the changes.
See How to Save a PNR in Queue Mode on page 342 or How to Ignore a
PNR in Queue Mode on page 343.
• Delay the PNR.
See How to Delay Processing a PNR on Queue on page 341.
• Place the PNR on a different queue.
See How to Move a PNR Open in Queue Mode to Another Queue on page
342.
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How to Delay Processing a PNR on Queue

Prerequisites: You have started a queue and the PNR you want to delay is
currently open in queue mode (see also How to Process PNRs on Queue on
page 340).
1. In the PNR header, click on Delay PNR.
The Delay PNR window opens.
2. Enter the date and the time when you want the PNR to reappear on the
queue.
If you do not enter anything, the PNR will be delayed to the bottom of the
queue.
3. Select the reason why you want to delay the PNR. For example, Line
engaged.
A remark indicating the selected reason is added to the PNR.
4. Click on either:
- Delay and Open Next PNR
The PNR is transferred to the delay queue and the next PNR in the
queue is displayed. The PNR will reappear on the original queue at the
specified date and time.
This button is disabled if this is the last PNR in the queue.
- Delay and Exit Queue
The PNR is transferred to the delay queue and queue mode is exited.
The PNR will reappear on the original queue at the specified date and
time.

How to Move a PNR Open in Queue Mode to Another Queue

Prerequisites: A PNR is displayed that you are currently working on in queue
mode.
1. On the PNR tab, click on the Place on Queue button in the top right corner.
The Place PNR On Queue window opens.
This is only possible if an Extended Ownership Security (EOS) agreement is
in place between the offices.
3. Specify the queue and category to which you want to transfer the PNRs.
nickname can be entered for a specific date range/category/queue/office
combination.
4. Either enter the date and time when you want the PNR to appear on the new
queue, or enter the date range (1, 2, 3 or 4).
If you do not enter a value, the PNR is placed in date range 1.
5. Choose between:
- Remove From Queue if you want to remove the PNR from the current
queue and place it only on the specified queue.
- Retain on Queue if you want to place the PNR on the specified queue
but also keep it on the current queue.
6. Click on OK to transfer the PNR.
The next PNR in the queue is displayed.
How to Save a PNR in Queue Mode

Prerequisites: You have started a queue and a PNR is open in queue mode.
1. In the PNR tab, click on End of Transaction in the top right corner.
The End of Transaction window opens, providing additional options for
queue processing.
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2. Choose from:
- Save PNR, Remove from Queue and Open next PNR in Queue
The changes you made to the active PNR are saved and the PNR is
closed and removed from the queue. The next PNR in the queue is
displayed.
This option is disabled if the active PNR is the last PNR on this queue.
- Save PNR, Remove from Queue and exit Queue
closed and removed from the queue. Queue mode is exited and the list of
remaining PNRs on this queue is displayed.
- Save and Redisplay PNR
redisplayed. You can continue working on this PNR after an EOT, without
removing it from the queue.
3. In the text field, enter the person who asked you to create or modify the
booking.
This entry creates a Received From (RF) element in the system.
4. Select the Change advice code option check box only if the first attempt to
save the PNR failed because the PNR contained special service requests
(SSRs) or other service information elements (OSIs) that needed to be
checked.
See How to Save a PNR and Update Advice Codes on page 68 for more
information.
5. Click on OK.
All changes are saved to the system.
How to Ignore a PNR in Queue Mode

Prerequisites: You have started a queue and a PNR is open in queue mode.
1. In the PNR tab, click on End of Transaction in the top right corner.
2. Choose between:
- Ignore PNR, Exit Queue
The changes you made to the active PNR are cancelled, you exit Queue
mode, and the ignored PNR remains in its queue. The list of remaining
PNRs on this queue is displayed.
- Remove from Queue and Open next PNR in Queue
The changes you made to the active PNR are cancelled and the PNR is
closed and removed from the queue. The next PNR in the queue is
displayed.
3. Click on OK.
All changes are cancelled.

How to Recall the PNRs on Queue You Last Worked On

You can display the last five PNRs you worked on in queue mode, in the current
working session:
1. On the Home page, expand the Queue menu.
2. Select a PNR from the Latest PNRs list and click on Open.
The PNR tab is displayed, showing all the details of the PNR. The PNR is
not in queue mode.
Working With Messages

What Is a Message?
Queue messages allow you to display specific information to all agents in your
own or a different office.
Example: You can send a message to all agents in another office and inform
them that a customer will contact them to issue a ticket in their office.
A queue message includes the name of the agent who created it and the
message text. Once a message has been created, it cannot be modified or
deleted.
All messages are placed on message queues. Default message queues are
queues 94 to 97.
How to Create a Message

To create a message, you enter the message text and specify the queue on
which you want to place it.
1. On the Home page, expand the Queue menu, and click on Create Queue
Message.
2. In the Create Queue Message window, enter your name in the Creator
Name field.
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3. Enter the message text.

5. Specify the queue and category on which you want to place the message.
Either enter the queue and category number or, if available, enter the
nickname.
The queue number must be between 94 and 97, as these are the message
queues.
you want (1, 2, 3 or 4).
7. Click on OK.
The message is created and placed on the selected queue.
How to Process Messages on Queue

1. On the Home page, expand the Queue menu, and enter the queue's name
or number in the Queue field (between 94 and 97).
You can also specify a category (1-255) and a date range (1,2,3 or 4).
2. Click on Start Queue.

The first message on the queue is displayed.

You can now choose between the following actions:
• Place the message on another queue.

• Delay the message.
• Remove the message from the queue.
• Ignore the message and exit the queue.
How to Place Messages on Another Queue

Prerequisites: You are processing messages on queue and the message you
want to transfer is currently displayed.
1. Select Place On Queue from the drop-down list at the bottom of the
message.
2. Click on Apply.
The Place Message on Queue window opens.
4. Specify the queue and category on which you want to place the message.
Either enter the queue and category number or, if available, the nickname.
The queue number must be between 94 and 97, as these are the message
queues. If you do not enter a category number, category 0 is used by default.
you want (1, 2, 3 or 4).
6. Click on OK.
The message is placed on the selected queue and removed from its original
queue. The next message in the queue you are processing is displayed.
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How to Remove a Message from a Queue

Prerequisites: You are processing messages on queue, and the message you
want to remove is currently displayed.
1. Select Remove From Queue from the drop-down list at the bottom of the
message.
2. Click on Apply.
The message is deleted from the queue, without any confirmation, and the next
message in the queue is displayed.
How to Delay Processing a Message

Prerequisites: You are processing messages on queue, and the message you
want to delay is currently displayed.
1. Select Delay From Queue from the drop-down list at the bottom of the
message.
2. Click on Apply.
3. In the Delay Message window, enter the date and the time when you want
the message to reappear on the queue.
If you do not enter anything, the message will be delayed to the bottom of the
queue.
4. Click on OK.
The message is closed and the next message in the queue is displayed. The
message will reappear on the original queue at the specified date and time.
How to Ignore a Message and Exit the Queue

Prerequisites: You are processing messages on queue, and a message is
currently displayed.
1. Select Ignore And Exit from the drop-down list at the bottom of the
message.
2. Click on Apply.
The message is closed and queue processing is stopped.

Supervisor Tasks for Queue Management
How to Broadcast a Message

You can enter a message that is then sent to all the offices you specify. This
functionality is reserved to supervisors.
The message is placed in queue 97 category 2 in all of the offices.
1. On the Home page, expand the Queue menu, and click on Broadcast
Message.
The Broadcast Message window appears.
2. Enter your name in the Creator Name field.

3. Enter the message text.
4. Select the corporate ID of the offices that will receive the message.
Example: 6X0
5. Select the offices that will receive the message:
- All Branch Offices
All offices that belong to the corporate ID.
- All Branch Offices in specific City Codes or Airport Codes
To send the message to specific offices only, enter up to five city or
airport codes.
6. Click on OK.
The message is sent to all the selected offices and placed on queue 97, category
2.
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How to Add a Queue

You can customise the queue bank to fit the needs of your office by adding
additional queues. You can define specific queues, categories and date ranges.
You can add a new queue to a queue bank or restore a queue that was deleted
from an original queue bank.
Here are some examples of queue activation entries:
Table: Queue Add Entries
Entry Description
QA 6 C1 Adds a special queue using the number 6 (the

number chosen must not already be in use),
including 1 category.
QA 5 C2 Adds a special queue using the number 5 (the
number chosen must not already be in use),
including 2 categories.
QA6C2D01NOV-15NOV-30NOV Adds a dual queue with date ranges.
When you add queues to the queue bank, the system does not automatically
place PNRs on those queues; you must do it manually.
Note: Queues can only be added by agents with an SU duty code.
You can activate a queue using any number up to and including 99, as long as
the number is not already assigned to a queue.
For more information, see HE QA.
How to Customise Queues and Categories

You can customize the names of the queues and categories in your queue bank.
Here are some example entries:
Table: Customizing Queues and Categories
Entry Description
QAQ5FARES Adds or changes the name for queue 5.

Note: The queue name can be up to seven characters
long.
QAQ5 Deletes the name for queue 5.
QAN5C2MAILING Adds or changes the category name of a special
queue.
Note: A category identity can be up to 16 alphanumeric
characters long (no special characters).
QAN5C2 Deletes the category name for queue 5.
For more information, see HE QAN or HE QAQ.

How to Delete a Queue

You can delete queues that you seldom use. PNRs that are normally sent to
those queues are directed to the general queue.
To delete a queue, enter:
QK 4
QK Queue delete transaction code (mandatory)

4 Queue number (mandatory)
Note: You can only delete a queue if it does not contain any PNRs or
messages
You cannot delete the following queues:
• Q0 - General
• Q97 - Messages
• Queues for time- and date-delayed PNRs
For more information, see HE QK.
350 Edition 3.3

Chapter 14
Using Smart Flows
Getting Started With Smart Flows

What Are Smart Flows?
Smart Flows is a tool in ARD Web that allows you to build and launch pre-
defined, customisable workflows. It helps you to complete repetitive booking and
fulfilment tasks by using a set of smart flows that are triggered on request.
You can create a personal (user-level) smart flow or an office-level smart flow.
(To create, share and edit an office smart flow, you must have administrator
rights.)
After you create a smart flow, you can set its status to active or not active,
depending on whether or not you want to run it. If a smart flow is set to active, it
can be run from the Smart Flows Manager.
How to Access Smart Flows

In the Home page, expand the Tools menu and click on Smart Flows Manager.

Using the Smart Flow Editor

What Is the Smart Flow Editor?
The Smart Flow Editor is a screen that is displayed when you open an existing
smart flow or create a new one. When you save a change in the editor, the date
and time of the most recently saved update is displayed at the bottom of the
screen. The Smart Flow Editor displays smart flow information either in simple
command-based mode or advanced language mode.
What Are the Smart Flow Modes in the Smart Flow Editor?
The Smart Flow Editor has two smart flow modes. The modes available to you
depend on whether you are an airline reservation agent or an administrator.
Command-Based Mode
Command mode is the only mode available for airline reservation agents.
Command mode allows you to enter cryptic commands and easily add questions
and variables to these commands. See How to Create a Smart Flow in
Command-Based Mode on page 356.
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Chapter 14 Using Smart Flows
Advanced Language Mode

Advanced mode allows you to create a smart flow using a specific language
defined for smart flows. You must have administrator rights to use the advanced
language mode. See How to Create a Smart Flow in Advanced Language Mode
on page 356.
When Is it Possible to Switch Between Modes?

You can only switch between modes if you have administrator rights.
When you first create a new smart flow that has not yet been saved, you can
switch from command mode to advanced mode by clicking on the Advanced
Language Mode link in the editor. Provided you have not saved any changes in
advanced mode, you can undo the switch and return to command-based mode
by clicking on Undo Changes and Go Back to Command-based Mode.
However, you will lose any changes you made in advanced mode.
When you reopen an existing smart flow, it opens in the mode that it was last
saved and you can no longer switch between modes.
What Is the Smart Flow Language?

The smart flow language is a logical syntax language that is compiled by
structuring specific statements in basic sentence format. It is used to create smart
flows in advanced mode in the Smart Flow Editor and it is an alternative to the
default command mode.
Table: Smart Flow Language Syntax
Statement Description Example
ask Prompts you with a question. The question ask "What is your name?"
must be assigned to a variable. assign to firstname
The string with the quotes between the
words ask and assign to is the question
that appears in the prompt when a smart
flow is running. The string after assign to
is the name of the variable in which the
answer is stored.
send Send the cryptic entries. send "NM1SMITH/JOHN"
send "NM1" + lastname + "/"
+ firstname

capture Capture part of the cryptic screen. The capture line:2, column:3,
capture instruction is followed by three length:10 assign to lastname
parameters:
• Line: and a number to indicate which
line of the screen the beginning of the
string is captured.
• Column: and a number to indicate
which column of the screen the
beginning of the string is captured.
• Length: and a number to indicate the
length of the string that is captured.
The string after assign to is the name of
the variable in which the captured string is
stored.
if, else Perform different actions depending on ask "what is your
whether a condition evaluates to true or destination?"
false. assign to destination
The if instruction is always followed by an if (destination == "PAR") {
expression that is between parenthesis.
The expression is a comparison between send "rm ok"
two terms that can be a variable or a } else {
constant. send "rm no"
• The "==" operator verifies whether the }
two terms are equal.
• The "!=" operator verifies whether the
two terms are different.
• The ">" operator verifies whether the
first term is greater than the second
term.
• The "<" operator verifies whether the
first term is less than the second term.
• The ">=" operator verifies whether the
first term is greater than or equal to the
second term.
• The "<=" operator verifies whether the
first term is less than or equal to the
second term.
If the condition is true, the first block of
instructions that is delimited by the curly
brackets is executed.
If the condition is false, the second block of
instructions that is delimited by the word
else and curly brackets is executed.
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ask until This statement asks a list of questions until ask "Do you need to include
a particular answer is reached. visa information?
The string with quotes between the words 1 : Yes - ESTA for the USA
ask and until is the question that appears 2 : Yes - other countries
in the prompt when a smart flow is running.
3 : No - continue" until "3" {
The string after the word until is the value
of the answer that stops iterating another when("1") {
time over the block of instructions. send "RIR for travel to the
The word when is followed by a value that USA, an ESTA (online visa)
defines the action. is required
}
when("2") {
send "RM no visa required"
}
}
today The today variable is a global variable that send "rm visa information
is used to get the value of the date when added on " + today
executing a smart flow. The date is in the
IATA format (DDMMM).
choose Prompts you with a limited choice where choose "Do you want to" {
only one choice is possible. when ("send pax remark") {
The string within the quotes that follow the send "rm 1"
choose statement is the question that is
asked when the smart flow is run. }
The when statements are the options that when ("send comment") {
are provided for the question. The first send "rm 2"
when statement is the default. }
You can only choose one when statement }
by either selecting the radio button in the
prompt or using the keyboard shortcuts
from letters A to Z.
When you make a choice, the content of
the when statement is executed and the
flow exits the choose block.
choose Similar to the choose statement except the choose "Do you want to"
until prompt continues to loop when the smart until "end" {
flow is run. when ("send pax remark") {
The exit option is represented by the until send "rm pax"
statement. You can also exit by pressing
the X key on the keyboard. }
When you make a choice, the content of when ("send comment") {
the when statement is executed, after send "rm comment"
which the flow returns to the choose until }
loop unless you exit.
}
group The group instruction is used to group group {
several questions in the smart flow prompt ask "Enter first name"
that are defined by the ask instruction. assign to name
This allows you to include several ask "Enter last name"
questions in the same smart flow prompt assign to lastname
rather than having separate prompts for
each ask instruction. ask "Enter DOB" assign to
dob
The group instruction can only contain an
ask instruction; it cannot contain any other }
instructions.

call The call instruction is used to call another ask "What is the passenger
smart flow from the running smart flow. last name?" assign to
The call instruction is followed by the name lastname
of the smart flow to call. call "mySmartFlow"
send "RM" + lastname
Managing Your Smart Flows

How to Create a Smart Flow in Command-Based Mode
1. In the Smart Flows list, click on New.
2. For details on how to write commands for smart flows, move the mouse over
the link How to write Smart Flows.
3. Enter a name, an optional description, the content of your smart flow and
click on Save.
How to Create a Smart Flow in Advanced Language Mode

Note: You must have administrator rights to create a smart flow in advanced
language mode.
1. In the Smart Flows list, click on New.
2. Click on Switch to advanced language editor.
Note: This switch is permanent.
3. Enter a name, an optional description, the content of your smart flow and
click on Save.
356 Edition 3.3

How to Create a New Smart Flow from an Existing One

Note: You must have administrator rights to create a new office smart flow
from an existing office smart flow.
1. In the Smart Flows list, select the smart flow that you want to copy.
2. Click on Copy to New.
The new smart flow opens in the same mode as the original (command or
advanced mode). The name field contains the string 'Copy of <name of the
selected smart flow>' and all other fields are prefilled with data from the
existing smart flow.
How to Open a Smart Flow

1. In the Smart Flows list, select the smart flow that you want to open.
2. Click on Open.
Alternatively, double-click on the smart flow.
How to Edit a Smart Flow

Note: You must have administrator rights to edit an office smart flow.
1. Open the smart flow.
A smart flow is opened in the mode that it was last saved, either command-
based mode or advanced language mode.
2. Update the fields as required and click on Save.
How to Activate a Smart Flow

Note: You must have administrator rights to activate an office smart flow.
1. In the Smart Flows list, select the smart flow that you want to activate.
2. Click on Activate.

Alternatively, select the Activate This Smart Flow check box in the Smart
Flow Editor.
The activated smart flow becomes available in the Your Smart Flows menu
on the main toolbar and can now be run. See How to Run a Smart Flow From
the Tools Menu on page 359.
How to Deactivate a Smart Flow

Note: You must have administrator rights to deactivate an office smart flow.
1. In the Smart Flow list, select the smart flow that you want to deactivate.
2. Click on Deactivate.
The deactivated smart flow is no longer available in the Your Smart Flows
menu on the main toolbar and cannot be run.
How to Delete a Smart Flow

Note: You must have administrator rights to delete a shared or office smart
flow. If you delete a shared smart flow, it is deleted from all offices that it
was shared with.
1. In the Smart Flow list, select the smart flow that you want to delete.
2. Click on Delete.
3. In the Delete Smart Flow window, click on Delete to confirm the deletion.
How to Share a Smart Flow

1. In the Smart Flow list, select the smart flow that you want to share.
2. Click on Switch to sharing view.
3. In the Smart Flows Sharing view, select the Smart Flow to be shared and
the offices to share it with.
4. Click on Save Changes.
358 Edition 3.3

Running and Stopping Smart Flows

What Happens When You Run a Smart Flow?
• When you run a smart flow from outside the Command Page, the application
switches to the Command Page while the smart flow is running.
• If several Booking Files are open when you run a smart flow, the smart flow
only affects the active Booking File.
• When you run a smart flow, the commands that are sent by the smart flow
are echoed in the Command Page.
• If the smart flow contains questions or instructions, a prompt is displayed that
allows you to answer the question using free text or choose the correct
response from a list of options using the keyboard or mouse.
How to Run a Smart Flow From the Tools Menu

1. In the Home page, expand the Tools menu and click on Smart Flows
Manager.
The list of active smart flows is displayed in the Personal Smart Flows tab.
2. Click on the name of the smart flow that you want to run.
How to Run a Smart Flow from the PNR Tab

1. Click on the Launch Smart Flow link in a PNR tab to display the list of
active smart flows.
2. Click on the name of the smart flow that you want to run.

How to Stop a Smart Flow

1. Run a smart flow.
A prompt opens.
2. Click on Stop.
Note: You can only stop a smart flow when there is a prompt available.
Working With Command-based Smart Flows

How to Display Command History
In the Command Page of a Booking File, press Alt + Right Arrow to display the
previously entered commands.
There is no limit to the number of commands that you can display using the
command history.
Note: If the selected commands have not been executed, the Command
History window is empty and all buttons are unavailable.
How to Create a Smart Flow Using the Command Line Recall

1. Display the command history.
2. Select the commands in the Command History window that you want to use
in the smart flow.
3. If you want to edit the commands before copying, click on Edit and update as
required.
4. Click on Copy to new Smart Flow.
The application automatically switches to the Smart Flow Editor and pastes
the selected commands from the Command Line Recall to the Smart Flow
Editor. The commands can either be edited, saved or have questions added
to them. For more information, see How to Create a Question in Command-
Based Mode on page 361.
What Happens When Command History Is Used to Create a New

Smart Flow?
If the Smart Flows list is open:
• The application automatically switches to the Smart Flow Editor.
• The definition text area displays the cryptic commands that were sent when
creating the new smart flow.
360 Edition 3.3

If the Smart Flow Editor is open:

• If there are any unsaved changes for the previous smart flow, you are
prompted to choose either the Save, Do Not Save, or Keep Editing option.
• If there are no unsaved changes for the previous smart flow, a new smart
flow is created and the definition text area displays the commands from the
Command History window.
Using Questions
What Is the Purpose of Creating Questions?
Questions define the prompt that is displayed during the execution of a smart
flow. Cryptic commands are sent with the answers that are provided. A colour-
highlighted rectangle indicates which sections of a command have a question
associated with them. The highlight is orange when the question is active and the
highlight is blue when the question is selected but not active.
How to Create a Question in Command-Based Mode

1. Open or create a smart flow in command-based mode.
2. Select the part of the command that you want to create a question for.
3. Click on Create New Question.
4. Enter a title for the question in the Label field.
5. Enter the question in the Question field.
6. Click on Save.
How to Edit a Question

Note: Changes made to a question are saved automatically even if you do not
click on Save. Therefore, if you edit a question and activate another
question, the changes to the first question are saved automatically.

1. Activate the question in command mode by clicking on the section of the

command that the question relates to. Alternatively, use the keyboard arrows
to navigate to the command.
The question is activated when the Label and Question fields are prefilled
with the question details and the section of the command in the definition field
is highlighted in orange.
2. Edit the question as required.
How to Delete a Question

Note: Ensure that the question is not active because an active question
cannot be deleted.
Place the cursor at the beginning of the label of the coloured rectangle for the
question and press the Delete key.
Alternatively, place the cursor at the end of the label of the coloured rectangle for
the question and press the Backspace key.
362 Edition 3.3

Chapter 15
Troubleshooting
The purpose of this topic is to assist with the most commonly encountered
problems in the Altéa Reservation Desktop Web application.
You must still contact your airline organization security administrator for the
following issues:
• Forgotten access
• Locked password
• Reset Password
• Wrong email address
Minimum System Requirements

Table: Minimum System Requirements
CPU
Minimum: Intel Core2 Duo

Recommended: Core i* ~3GHz
Memory
Minimum: 2GB RAM

Recommended: 3GB RAM
Operating System
Window XP
Windows 7
Internet Browser
Internet Explorer (IE) 8 and above

Firefox 11 and above
Note: Google Chrome is not supported.
Java Runtime
JRE 1.6 or above

Identifying Problems
ARD Web UI Problems
Typical ARD Web user interface problems trigger a message such as this one.
If you receive this type of error message, you should:

1. Open an incident record (IR) using the ACSP tool.
2. Send the IR to the Amadeus second level help desk.
The IR is then dispatched to the relevant ARD Web team.
Central System UI Problems

Central System problems are displayed in upper case text in an error message
on the main user interface, rather than in a pop-up window.
These problems can be reproduced in cryptic mode.

For this type of problem, you should:
1. Open an incident record (IR) using the ACSP tool.
The IR is then dispatched to the relevant Central System team.
364 Edition 3.3

Chapter 15 Troubleshooting
ARD Web Issues Caused by Central System Problems

ARD Web issues caused by Central System problems are displayed in lower
case text in an error message in the user interface.
For this type of problem, you must:

1. Capture the session information.
See Retrieving Session Information on page 366.
2. Include it in an incident record (IR) created in ACSP.
The IR is then dispatched to the relevant Central System team.
Creating an Incident Report

How to Create an Incident Report
Note: Follow these steps when creating an incident record (IR) related to any
functional issues in ARD Web:
1. Enter the title of the incident record (IR).
Use the format: ARD Web: xx...
Where xx is your airline code.
2. Add the error number in the title if applicable.
3. Choose the correct severity and urgency according to the impact.
Note: For a list of guidelines on helpdesk procedures, type the following entry
in cryptic mode:
GGASKFIX
For a list of severity definitions, type the following entry in cryptic mode:
GPSEV > MS043
What to Include in an Incident Record

Add the following data to the Incident Record (IR):
• Office ID

• Site Code
• Date and time in GMT
• Error message
• Problem Description
• Screen Captures
• Session information. See Retrieving Session Information below.
Retrieving Session Information

What is Session Information?
ARD Web maintains information about the current browser session. When
creating an IR for the Amadeus second level help desk, you must include this
information. The session information includes the following details:
• JSession ID
The JsessionID is a key element which allows the SMC to retrieve traces
from the Service Integrator logs of the request or reply. The SMC can then
diagnose the cause of the problem in the ARD Web application.
• Browser information
This includes details of which browser you are using, whether Java is
enabled, and your screen resolution.
• System information
This indicates information about your environment.
How to Retrieve Session Information

1. On the Home page, click on Tools > Session Information.
The Session Information window is displayed.
2. Click on Copy to Clipboard and paste it into the incident record (IR). Also
specify the session where the problem occurred.
Resolving Printing Problems

When a problem occurs during printing, it is mandatory to attach the full logs in
the Java Console to the incident record (IR).
How to Attach Java Console Logs to an IR

1. Right-click on the Java icon in the system tray.
366 Edition 3.3

Chapter 15 Troubleshooting
2. Open the Java Console.
3. Copy and paste the contents into a text file and attach the file in the Incident
Record (IR).
Resolving Login Screen Launch Problems

How to Confirm the URL
1. Check if the server is available, by pinging the following IP server address:
tc21.intranel.resdesktop.altea.amadeus.com
2. If the IP address called does not respond, ask your Network Assistance to
verify that the Domain Name System is correctly set for this address.
3. If your Network Assistance confirms no problem with their network, open an
incident record (IR) for the Amadeus second level help desk.
Note: You must provide validation of the IP address checks.

Resolving Application Presentation Problems

If the page layout does not display correctly, please check the following:
• Verify that you are using the correct version of your browser. See Minimum
System Requirements on page 363.
• If you are using Internet Explorer, ensure that Display Intranet sites in
Compatibility View is unchecked:
a) Select Tools > Internet Options.
b) Click on the Security tab.
c) Select Local Intranet and click on Sites.
See Minimum System Requirements on page 363 for further information.
Resolving Security Certificate Problems

If you receive an error message stating "There is a problem with this website's
security certificate", click on Continue to this website (not recommended).
368 Edition 3.3

ARD Web User Guide Nov 2016

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© 2016 Amadeus s.a.s.

Amadeus Learning Services

Before You Start ..................................................................................... 1

© 2016 Amadeus s.a.s. - All Rights Reserved i

Saving or Ignoring a PNR ................................................................... 67

Viewing Tax Information ............................................................................ 162

© 2016 Amadeus s.a.s. - All Rights Reserved iii

What Are Sales Period Reports? .............................................................. 322

© 2016 Amadeus s.a.s. - All Rights Reserved v

Purpose of This Document

Latest Version of This Document

© 2016 Amadeus s.a.s. - All Rights Reserved learning@amadeus.com 1

Feedback on This Document

What's New in This Document

New Manual Reissue: Disruptive Flow

Form of Payment: Tokenised Credit Cards

Passenger Information SSR: Reason for Travel

Modified Simultaneous Changes to a PNR

EMD Page: Link to Associated e-Ticket and Coupons

Print/Email/Fax From E-Ticket Page

© 2016 Amadeus s.a.s. - All Rights Reserved learning@amadeus.com 3

What Is Amadeus Altéa Reservation Desktop Web?

Logging In and Out

© 2016 Amadeus s.a.s. - All Rights Reserved learning@amadeus.com 5

How to Log In to Your Default Office

2. Enter your user name and password.

How to Log In to Another Office

How to Switch to Another Office

How to Log Out

If you have unsaved changes, a warning message is displayed.

What Is Two-Factor Authentication?

What Happens After Prolonged Inactivity?

© 2016 Amadeus s.a.s. - All Rights Reserved learning@amadeus.com 7

After a short period of inactivity, the current session is locked.

Changing User Profile Settings

3. Click on OK to save the new email address.

How to Change Your Password

How to Reset a Forgotten Password

Configuring Single Sign-on Parameters

What Is Single Sign-on?

How to Configure Single Sign-on Parameters

© 2016 Amadeus s.a.s. - All Rights Reserved learning@amadeus.com 9

Using the Amadeus Information Pages (AIP)

How to Use the Amadeus Information Pages

How to Display the Amadeus Information Page Categories

How to Navigate in the Amadeus Information Pages and Online Help

Table: Scrolling Commands

Scrolling Command Description

MD or M Move down to the next screen.

Scrolling Command Description

MU Move up to the previous screen.

For more information, enter HE SCROLL.

How to Go Directly to Another Help Page

How to Display General Information Provided By Amadeus

Table: Common Amadeus Pages

Entry System Response

GG AIS Displays the main topics available in the Amadeus

© 2016 Amadeus s.a.s. - All Rights Reserved learning@amadeus.com 11

How to Display ACO Pages

GG Amadeus Information Page transaction code

How to Display Provider Pages

Table: Provider Page Examples

Entry System Response