Documentation Electronic Ticketing 050901 1 Lesson: Electronic Ticketing Total Time: Content: Question/answer: 45 minutes 30 minutes 15 minutes Lesson Description: This topic is designed to give you a comprehensive understanding of electronic ticketing, including guidelines for electronic ticketing, e- ticket itinerary receipts, and recent enhancements. Author: Allison Best SME: Gail Curcuru, Leza Weber Approved: Master PNRs: HORNE/VICKY/LAWRENCE (MZ4INF) Graphics: Carmichael2.gif Instructors’ Notes Because changes and enhancements are ongoing in this area, the instructor should check INFO ENH prior to each class. Also a good idea to check www.arccorp.com to familiarize with the latest e-ticket update.
Transcript
Documentation Electronic Ticketing
050901 1
Lesson: Electronic Ticketing Total Time: Content: Question/answer:
45 minutes 30 minutes 15 minutes
Lesson Description: This topic is designed to give you a comprehensive understanding of electronic ticketing, including guidelines for electronic ticketing, e-ticket itinerary receipts, and recent enhancements. Author: Allison Best SME: Gail Curcuru, Leza Weber Approved: Master PNRs: HORNE/VICKY/LAWRENCE (MZ4INF) Graphics: Carmichael2.gif þ Instructors’ Notes Because changes and enhancements are ongoing in this area, the instructor should check INFO ENH prior to each class. Also a good idea to check www.arccorp.com to familiarize with the latest e-ticket update.
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ÿ PowerPoint - 1
Welcome to Electronic Ticketing ÿ PowerPoint - 2
Objectives At the end of this lesson, you will be able to • Determine system requirements for e-ticketing. • Locate individual airline requirements for e-ticketing. • Issue electronic tickets. • Issue an electronic itinerary receipt. • Explain the Electronic Ticket Acknowledgment (ETA). • Explain the Electronic Ticket Record (ETR). ÿ PowerPoint - 3
Agenda
• Review GRS resources for electronic ticketing information. • Cover electronic ticketing guidelines. • Review electronic ticketing entries and responses. • Explain the electronic ticket receipt. • Explain the electronic ticket acknowledgment (ETA) and
electronic ticket record (ETR). • Review the ARC web site.
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þ Instructors’ Notes Electronic ticketing is an efficient and cost effective method of producing an airline ticket. E-ticketing provides an alternative method for customers to purchase their tickets without having to physically pick them up or wait for delivery. The flight segments are sent and stored electronically in the airline database. Passengers show positive identification at the airport to receive their boarding passes. The following system guidelines are provided for a better understanding of how electronic ticketing works. Guidelines are subject to change and exceptions to the general guidelines exist. Worldspan provides individual airline INFO reference pages to determine exact airline policies.. See INFO ETXX0 (XX = airline code). The main index of reference system pages for e-ticketing can be found in HELP and INFO ETKT. : Application Sharing 1. Go to INFO ETKTLIST and the American Airlines e-ticket page.
INFO ETKTLIST INFO ETAA0
> ELECTRONIC TICKETING - AMERICAN AIRLINES INFO ETAA0 E-TICKETING FUNCTIONS/GUIDELINES ------------------------------------------------------------ BULK TICKETING FARES YES CLAIM PNR YES CODESHARE TICKETING NO E-EXCHANGE YES E-HISTORY NO E-REFUND YES E-VOID YES ETR DISPLAY MIN/MAX 07DAYS/13MONTHS GROUP PNR YES INTERLINE TICKETING NO MAXIMUM NAMES PER TRANSACTION 7)>
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2. Move down.
MD OPEN SEGMENTS YES WITH CONFIRMED SEGMENT PASSIVE SEGMENTS NO PRINT OPTION YES RESTRICTED PTC*S YES INF/INS REVALIDATION NO MAXIMUM SEGMENTS PER TICKET 16 INCLUDING ARNK*S IT FARES NO POINTS OF SALE WITHIN THE FOLLOWING ------------------------------------------------------------ BERMUDA / CANADA / GERMANY / MEXICO / UNITED KINGDOM UNITED STATES NOTES 1. AMERICAN EAGLE BUS SVC BETWEEN ORD AND RFD IS NOT)>
þ Instructors’ Notes To issue an e-ticket, the airline must participate in electronic ticketing, and support e-ticketing for the point of sale of your agency. This page for American Airlines informs us that electronic ticketing is available on American for agencies in Bermuda, Canada, France, Germany, Mexico, the U.K. and the U.S. Another good source for point of sale information is INFO ETCOUNTRY. INFO ETAA0 also shows that American allows e-ticketing for PNRs that are claimed (CLAIM PNR), and they participate in Automated Electronic Ticket Exchange and Refund (E-EXCHANGE – YES, E-REFUND – YES). At this point in time, the print option is still available for American. The minimum and maximum days an Electronic Ticket Record (ETR) is available in the airline system is also given. We’ll discuss ETRs in more detail in a moment.
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Another source of information for individual airline guidelines and policies are the pages maintained by the airline in Worldspan’s Global Reference System. To access these, enter G/AIR/XX0/ETKT (XX = airline code). 3. Access the GRS pages for Continental Airlines.
þ Instructors’ Notes Use G/L and the line number, or G/P and the page number, to access the topic you need. Normal scrolling entries (MU, MD, MT, MB) are applicable when viewing the airline’s pages. Let’s talk about general guidelines for e-ticketing.
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ÿ PowerPoint - 4
Electronic Ticket Guidelines
• Use CA for MasterCard vendor code. • Itinerary must not exceed maximum segments allowed by
the airline. • PNR must have an acknowledgement (*DR) for the
segments, except host airline NW. • Boarding passes are not allowed with e-tickets. • Name changes are not valid for e-tickets.
þ Instructors’ Notes In general, for charge sales using MasterCard, the vendor code must be CA. IK and MC are not accepted. The itinerary selected for ticketing may not exceed the maximum number of eligible segments allowed by the airline. British Air limits this to 4 segments, while Continental Airlines allows 16. The industry guideline is normally 4 or 16 segments. Use caution with segment select, which may affect the fare. A Direct Response (*DR) acknowledgment must be received, with the exception of Worldspan host airline NW. At this time, no carriers allow boarding passes with e-tickets. Form of payment and vendor codes vary by airline, and can be found in G/AIR/XX0/ETKT (XX = airline code). Name changes are not valid for electronically ticketed reservations. Once ticketed, if a name change is attempted, the following error message is returned:
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ÿ PowerPoint - 5
*ERROR - VOID OR REFUND E-TICKET*.
Situation: Action: Name change: Issue a new ticket. Original ticket must be voided or refunded. Reduced PNR: Void, refund or exchange associated ticket. Divided PNR: No impact
þ Instructors’ Notes Divide, reduce and name changes to an electronically ticketed PNR do not update the Electronic Ticket Record (ETR) stored in the validating carrier’s database. Use the guidelines listed here to handle these changes. Let’s look at how to issue an e-ticket. : Application Sharing 1. Display the A.I.R.
4G 4G DISTANCE LEARNING ATLANTA GA 30339 IATA....99 06477 PSEUDO.......PQ2 NMC CITY CODE..USE SATO..N/A AUTO VAL.....YES COMP SEG SELL..NO INTERFACE LVL..017 VR BP TRAILER...YES DUAL USER......NO BP PRINTER...NO COMMERCIAL.....NO EZ OPTIONS.....TEMLI PD TELEX........NO APRVD E-TKT....YES LADDER.........HZ AMTRAK TKTG..YES TRAINING.......NO BP PTR EXCEPT..NO ISO CODE..... ARC REPORT.....YES CUR CODE. DAILY DOC LOG..YES STP PRT......NO MINI-LLI W/TKT.NO TD LOCATION..N/A CAR CURRENCY...USD TIME OUT......NO
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þ Instructors’ Notes In order for your agency to issue an electronic ticket, the Agency Information Record (A.I.R.) must show YES for APRVD E-TKT. When document type E appears in the EZ OPTIONS area of the A.I.R., Worldspan defaults to electronic ticket unless you specify otherwise. Let’s talk about paper vs. e-ticket defaults. 2. Access HELP EZ ADDON.
HELP EZ ADDON > ADD-ON STORED A.I.R. EZ OPTIONS HELP EZ ADDON APPLICABLE TO EZEL EZI EZT OVERRIDE A.I.R. AND ISSUE E-TICKET AND RECEIPT ADDING-ON ALL STORED A.I.R. EZ OPTIONS /NON-AUTOMATIC E-TICKETING/ EZE* INCLUDING- DIVIDER CARD EZED* POCKET ITIN RECEIPT EZEP* ITINERARY RECEIPT EZEL* ITINERARY EZEN* INTERFACE MESSAGE EZEI* POCKET ITINERARY EZTP* ITINERARY/INVOICE EZTL*)>
þ Instructors’ Notes Worldspan defaults to an electronic ticket when the E document type is included in your A.I.R. To change the default to paper tickets for your office, it is recommended that a paper ticket override be included in the document instruction line of the agency World File (4-DIT*#…). Each PNR receives the document instruction with a World File copy entry. Otherwise, you would need to remember to specify paper ticket with the ticketing entry (EZT*)
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When the override is set to paper ticket, it is necessary to specify electronic ticket in your EZ entry (EZE*), for passengers who prefer e-tickets. Of course, if most of your passengers prefer e-tickets, you wouldn’t change the default. EZ entries generate interface messages for agencies with data transmission routing, and ticketing information to airlines in the Transmit Ticket Number program. System reports and PNR fields are updated with ticketing information. Let’s talk about e-ticketing entries. (Use INFO EZ ADDON to discuss these options). Entry Description EZ Issues an electronic ticket by default when PNR is eligible.
Issues a paper ticket when an override is present in the document instruction line. Issues all other stored document types in the EZ options area of the A.I.R. and/or document instruction line (DI).
EZE∗ Issues an electronic ticket (E), and overrides any paper ticket document type (T) in the DI line. The asterisk (*) automatically adds all other document types listed in the A.I.R. and/or DI line, such as itinerary receipt (L).
EZE Issues an electronic ticket only. No options are requested except e-ticket with this entry. Itinerary receipt must be provided to the passenger.
To issue ETKT and: Enter:
No itinerary receipt – e-ticket only EZE All other document options (L, N, I, P, D, M) EZE* Itinerary + itinerary receipt EZENL Pocket itinerary receipt EZEP Full-length receipt + pocket itinerary receipt EZEPL
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Receipt delivered to a FAX or e-mail address EZEL#FM These entries issue an electronic ticket and other EZ document types as noted. Options except #FM may be entered in any order. Let’s take a quick look at how ticketing entries update system reports and then we’ll talk about the itinerary receipt for e-tickets. 3. Access INFO DDLPRI and go to line 31.
INFO DDLPRI G/L31
ABC TRAVEL INC. 9912345 22 MAR 92 ITEM GROSS P S A/L TKT NBR COMM PSGR NAME INVOICE 00001 0.00C 0000000000000 0.00 DEAN/CHR 0523670 00002 2839.75C A 0151234567586 200.00 KING/LIN 0543298 00003 386.00C N 0051234567770 27.74 HARRIS/R 0523437 00004 1708.42C E0161234567890-892 165.50 MCGEE/RA 0543760 00005 250.00A V 0071234567894-895 0.00 INGRAM/M 0543762 00006 95.00A ERE0121010252352 5.00 MEEKS/P 0543772 00007 80.00C EXE0061234567890 8.00 STYNIS/S 0543779 00008 325.00C P0161234567899 32.50 COLE/E 0543765 00009 250.00C V*E0061234567900 25.00 ECKMAN/D 0543766 00010 835.00A 0151234567901-903 83.50 WILLIAM/ 0543767)>
þ Instructors’ Notes 4. Explain the display example. Display explanation Item 4 An E preceding the airline ticket number indicates an e-
ticket. Item 6 The document status of this e-ticket is Electronic Refund.
(ER) Refer to the Automated Electronic Ticket Exchange and Refund topic of this lesson for more about Electronic Refund and Exchange.
Item 7 The document status of this e-ticket is Electronic Exchange. (EX)
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Item 8 A P preceding the airline ticket number indicates a
printed e-ticket. Item 9 The document status of this item indicates a system
cancel occurred due to unavailable link at the time of issue. (V*) System cancels are covered in a moment.
Updates to system reports include the electronic ticket indicator E immediately preceding the ticket number for interface levels 16 or higher. The following reports are updated with electronic ticketing: Primary and Secondary Daily Document Log (DDL) Daily activity report (DDP) Void report for DDL Subscribers Worldspan ARC report Primary and Secondary ATB Stock Control Report (DDS) Let’s talk about the electronic itinerary receipt.
+ Follow Me 1. URL: HTML page with graphic of full-length e-ticket itinerary receipt http://dls3.wspan.com/learningspace4/courses/documents/etktitin.htm þ Instructors’ Notes It is an ATA/IATA regulation and DOT requirement that an itinerary receipt is provided for passengers traveling on an electronic ticket. An electronic itinerary receipt can only be produced in conjunction with an e-ticket. Worldspan no longer defaults to issuing an itinerary receipt per passenger. Only one itinerary receipt is produced per transaction, unless the ticketing options #SI or #SSI are used to request separate itinerary/invoices per passenger or per surname.
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The receipt can be either a full-length itinerary or a pocket itinerary receipt. This receipt includes all air and non-air segments, up to a maximum of 16 segments per e-ticket. See INFO ETKT RECEIPT for itinerary receipt guidelines. Each itinerary receipt is individually numbered from the invoice number log or with a manually entered invoice number. The e-ticket itinerary receipt also serves as proof of purchase. The passenger’s proof of purchase is necessary for international check-in. Some airlines also require proof of purchase when checking baggage at the curb. E-ticket itinerary receipt remarks print on the first page of the receipt. The following items are mandated by the industry and must be present on an electronic itinerary receipt. • Two remarks applicable to electronic ticketing:
1. **ELECTRONIC TICKET - POSITIVE IDENTIFICATION REQUIRED AT TIME OF CHECK-IN.**
2. **CARRIAGE AND OTHER SERVICES PROVIDED BY THE CARRIER ARE SUBJECT TO CONDITIONS OF CARRIAGE WHICH ARE HEREBY INCORPORATED BY REFERENCE. THESE CONDITIONS MAY BE OBTAINED FROM THE ISSUING CARRIER.** IF THE PASSENGERS JOURNEY INVOLVES AN ULTIMATE DESTINATION OR STOP IN A COUNTRY OTHER THAN COUNTRY OF DEPARTURE- THE WARSAW CONVENTION MAY BE APPLICABLE AND THE CONVENTION GOVERNS AND IN MOST CASES LIMITS THE LIABILITY OF CARRIERS FOR DEATH OR PERSONAL INJURY AND IN RESPECT OF LOSS OF OR DAMAGE TO BAGGAGE.** Currently this verbiage appears for non-U.S. subscribers only. Worldspan does not print this verbiage on e-ticket receipts for U.S. subscribers and is technically non-compliant with this mandate. Verbiage currently used for U.S. subscribers:
3. ** REQUEST TERMS/CONDITIONS OF TRAVEL AND CARRIER LIABILITY NOTICES FROM TRAVEL AGENCY OR THE TRANSPORTING CARRIER.**
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In addition to these remarks, the following items must appear on e-ticket itinerary receipts. • Endorsement restriction remarks • Issuing agency name and place of issue as they appear on the e-
ticket. See INFO #XIB for information to suppress this data if your agency uses preprinted itinerary stock or World File Itinerary Logo lines.
• Baggage allowance as it appears in the ticket record • Travel validity dates as they appear in the ticket record • Form of payment Let’s take a quick look at the pocket itinerary for an e-ticket transaction. 2. Click <next>(right arrow) HTML page with graphic of pocket itinerary. þ Instructors’ Notes Both invoice (5IR−) and itinerary (5RM−) remarks print on the full-length itinerary receipt. Only pocket (5PK−) remarks print on the pocket itinerary receipt. For a complete list of e-ticket itinerary receipt options, see INFO EZEL. Entries for e-ticket itinerary receipts can be found in HELP EZEL. Let’s talk about the Electronic Ticket Acknowledgment (ETA) area of the PNR.
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: Application Sharing 1. Display the PNR for Horne and move down to suppressed items.
*-HORNE MD
A-CM5*$C50.00 TKG FAX-AUTO PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 27APR BY AGT-AA/PQ2 ADT SEA UA NYC Q18.60 350.70UA SEA Q18.60 350.70USD738.60END UA ZPSEAJFK XF SEA3JFK3 BF-738.60 TX-67.40 TTL-806.00 HE21NQ TOTAL BF-1477.20 TX-134.80 TTL-1612.00 USD *** DI ITEMS EXIST *** FOP- 1.CK **** ITEMS SUPPRESSED ****/DH/ETA/DR >
þ Instructors’ Notes At the time of ticketing, an electronic message with all flight coupon information is sent to the carrier. When the airline returns an acknowledgment, Worldspan creates an Electronic Ticket Acknowledgment, or ETA. The ETA is a positive acknowledgment that the validating carrier received and stored the electronic ticket in their database. To view the ETA, you must first display the PNR. The ETA item is added to the PNR as a suppressed remarks item. 2. Display the ETA.
*ETA ETA- ELECTRONIC TICKET ACKNOWLEDGEMENT/AUTHORIZATION 1.UA I 27APR01 145901 ETR 0169010130094 - HORNE/VICKY 2.UA V 27APR01 171917 ETR 0169010130094 - 00163263721779 3.UA I 27APR01 145901 ETR 0169010130095 - HORNE/LAWRENCE 4.UA V 27APR01 171922 ETR 0169010130095 - 00163263519833 >
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þ Instructors’ Notes This ETA display contains the initial acknowledgment and acknowledgments for the voids performed on those tickets. Let’s look at the example in INFO ETA and go through the display. 3. Display INFO ETA and go to line 11.
INFO ETA G/L11
ETA- ELECTRONIC TICKET ACKNOWLEDGEMENT/AUTHORIZATION 1 UA I 15JUN99 160112 ETR 0161234567890 - SMITH/C.MS 2 AA V 15JUN99 091243 ETR 0011052502345 - JONES/BOB 3 AA PR 15JUN99 091243 ETR 0011052502346 - JONES/KATHY 4 DL PR 15JUN99 110924 ETR 0061502502347 - 02654KMP3893 5 UA I 15JUN99 125009 ETR 0161059725291 - SMITH/C.MS 6 UA E 15JUN99 125441 ETR 0161059725291 - 00162FAE196254 7 BA PV 15JUN99 125441 ETR 1251059725292 - SMITH/T.MS 8 NW I 15JUN99 130444 ETR 0121059725293 - JONES/KATHY 9 NW RF 15JUN99 130444 ETR 0121059725293 - 012F24833386P
þ Instructors’ Notes This example is a composite of all the possible responses you may see in an ETA. The ETA for each ticket in a PNR is always contained on one line. Partial name fields appear when the character count exceeds allotted space. Display explanation UA, AA, DL Validating airline code E, I, PR Type of acknowledgment or authorization:
E - Exchanged e-ticket I - E-ticket original issue PR - Printed e-ticket RF - Refunded e-ticket V - Voided e-ticket PV - Revalidated e-ticket
15JUN99 Date of issue
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160112 Time of issue - local time in a 24-hour clock with seconds: 160112 = 4:01PM and 12 seconds.
ETR 0161234567890
Electronic Ticket Record (ETR) indicator followed by the ticket number
JONES/KATHY 02654KMP3893
Passenger name or a settlement authorization code (SAC). This is referred to as an ESAC by ARC.
The SAC overlays the passenger name and is a maximum of 14 alpha or numeric characters. Airlines send a Settlement Authorization Code to authorize a print, void, exchange or refund request for an e-ticket. The SAC means that the airline has acknowledged that the coupon status for the e-ticket was valid for an exchange, refund or void. If a SAC exists in the ETA field when the reduce number in party function is used, the SAC is also displayed in the resulting history item. Let’s look at the Electronic Ticket Record (ETR). 4. Display the ETR for Vicky Horne and enter to access the coupon status screen.
ETR <ENTER>
TICKET 0169010130094 HORNE/VICKY MZ4INF/1P/PQ2 9906477 CPN FROM/TO FLT DATE FBC STATUS 1 SEAJFK UA24 28FEB02 HE21NQ OPEN FOR USE 2 JFKSEA UA25 10MAR02 HE21NQ OPEN FOR USE >ETR VIEW TICKET DATA ( ) >ETR VOID ELECTRONIC TICKET ( ) >ETR PRINT *OPEN FOR USE* FLIGHT COUPONS ( ) >ELECTRONIC REFUND AUTHORIZATION REQUEST ( ) >
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þ Instructors’ Notes The Electronic Ticket Record (ETR) is a template used to display the coupon status of an e-ticket. This template is maintained in the airline’s database and is not attached to the PNR. You can only view the ETR for transactions issued by your office or an authorized bridge or branch location. An ETR can be retrieved by ticket number long after the PNR has been purged, provided the ticket has not been flown. The length of time an ETR can be displayed depends on the coupon status. The industry standard is: 13 months from the date of issue, providing at least one segment is “OPEN FOR USE”. 7 days from the date of the last coupon being changed from “OPEN FOR USE”. For example, if an E-ticket is issued January 1st for travel on May 1st, but is voided on January 2nd, the ETR is no longer available to view effective January 9th. To check a specific airline policy regarding the length of time the ETR is available, see INFO ETXX0 (XX = airline code). Let’s look at ETR display entries. 5. Access HELP ETR.
HELP ETR
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> ELECTRONIC TICKET RECORD - TEMPLATE HELP ETR DISPLAY ETR ETR DISPLAY ETR BY / ETA / ELECTRONIC TICKET ACKNOWLEDGEMENT/AUTHORIZATION ITEM NUMBER ETR1 DISPLAY ETR BY NAME SELECT ETR#N1.1 DISPLAY ETR BY TICKET NUMBER ETR 0061234567890 NOTES-- 1. WHEN REQUESTING THE ETR BY ETA ITEM NUMBER- A MAXIMUM OF THREE NUMERICS IS ALLOWED. 2. WHEN REQUESTING THE ETR BY NAME SELECT- A MAXIMUM OF -ONLY- ONE NAME FIELD IS ALLOWED. 3. WHEN REQUESTING THE ETR BY TICKET NUMBER- THE SPACE)>
þ Instructors’ Notes
ENTRY DESCRIPTION ETR 1. Displays a blank ETR when no PNR
is active. 2. Displays the ETR for the first ETA item (which is not printed or void) when an electronically ticketed PNR is active.
ETR1 Display ETR by ETA item number. Maximum 3 numerics.
ETR#N1.1 Display ETR by name field number. Maximum one name.
ETR 0061234567890 Display ETR by ticket number. 13-digit ticket number required. Space after ETR optional.
Let’s enter ETR again and go over the initial screen. 6. Access the initial screen of Vicky Horne’s ETR again.
ETR
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>ETR 1.ELECTRONIC TICKET/DOCUMENT NUMBER (0169010130094) 2.VALIDATING AIRLINE(016) FREQUENT TRVL NBR ( ) DATE OF FLT( ) -OR- AIRLINE CONFO ( ) 3.VALIDATING AIRLINE(016) DATE OF FLIGHT ( ) LAST NAME (HORNE ) FIRST NAME (VICKY ) A. ORIGIN CITY( )DESTINATION CITY( ) FLIGHT NBR( ) -OR- B. CREDIT CARD CODE ( ) NUMBER( ) -OR- C. TELEPHONE NUMBER ( )
þ Instructors’ Notes Because the Horne PNR is active in our work area, the e-ticket number for Vicky Horne is auto-filled in item one. Screen explanation: 1. Electronic Ticket/Document Number: For blank ETR displays, type the ticket number here. When the ETR is displayed from a PNR, this field is pre-filled with the first ETA item in a PNR that is not printed or voided. 2. Validating Airline When the ticket number is unknown, enter the validating airline code, FQTV number and date of the flight, or enter the airline record locator. 3. Validating airline When the ticket number, FQTV number, and airline record locator are unknown, enter the airline code, date of flight and first and last names of the passenger, plus item A, B, or C. Not all airlines support display of the coupon status report by retrieval options two and three. It may be necessary for you to have the ticket number to view the coupon status display. To request another passenger’s ETR you can either use the name select entry (ETR#N2.1) or simply overlay the displayed ticket number with the desired ticket number and enter.
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Press ENTER anywhere in the template after the last item of passenger information is complete to view the coupon status display. Let’s look at Lawrence Horne’s ETR record. (Can they give you this?) 7. Clear the screen and access the ETR for Lawrence Horne.
<F9> -OR- SOM KEY ETR#N1.2
TICKET 0169010130095 HORNE/LAWRENCE MZ4INF/1P/PQ2 9906477 CPN FROM/TO FLT DATE FBC STATUS 1 SEAJFK UA24 28FEB02 HE21NQ OPEN FOR USE 2 JFKSEA UA25 10MAR02 HE21NQ OPEN FOR USE >ETR VIEW TICKET DATA ( ) >ETR VOID ELECTRONIC TICKET ( ) >ETR PRINT *OPEN FOR USE* FLIGHT COUPONS ( ) >ELECTRONIC REFUND AUTHORIZATION REQUEST ( ) >
þ Instructors’ Notes The coupon status display recaps passenger name and flight information with the status of each flight coupon issued. Possible coupon status can be: COUPON STATUS EXPLANATION EXCHANGED Flight/value coupon as been used as a form
of payment for a new transaction.
OPEN FOR USE Ticket has not been used.
PRINTED Flight/value coupon has been printed.
REFUNDED Amount of the flight/value coupon has been remitted to the purchaser.
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UNAVAILABLE Passenger has checked in for this flight – airline has control inhibiting void, exchange and refund by the agency.
USED Flight/value coupon has been completed.
VOID Cancellation of the entire electronic sale record has been reported within the validating carriers reporting period.
AIRPORT CONTROL The validating airline has transferred coupon control to the marketing airline. This coupon status does not inhibit requests to void, exchange or refund an e-ticket.
ETR options (View Ticket Data, Void , Print, etc.) are listed on the coupon status screen only if the validating airline supports them. If the airline does not support the option, it is not listed. British Airways, for example, does not support e-ticket print, but does support e-ticket revalidation. We’ll talk about printing e-ticket coupons in a moment. 8. Tab to ETR VIEW TICKET DATA and enter X. TKT NBR: 0169010130095 NAME:HORNE/LAWRENCE NBR OF TKTS ISSUED: 1 TTL NBR OF SEGS: 02 CP N FRM/TO A/L FLT COS DATE TIME ST FBC S 01- SEA JFK UA 24 H 28FEB02 800A OK HE21NQ NV 28FEB/28FEB I 02-O JFK SEA UA 25 H 10MAR02 500P OK HE21NQ NV 10MAR/10MAR I **nENDORSEMENT/FARE CALCULATION** ER:NON-REFUNDABLE/NO CHGS FARE CALCULATION: FARE CALC INDICATOR: 9 SEA UA NYC Q18.60 350.70UA SEA Q18.60 350.70USD738.60END UA ZP)>
9. Move down to show the areas of this display option.
þ Instructors’ Notes (Continue to move down if desired.) This area contains: Trip information and flight coupon data Endorsements / Fare calculation Fare breakdown / FOP / Tour code Passenger information Miscellaneous / Exchange and Agency data Let’s redisplay Lawrence Horne’s ETR. 10. Reenter the request for Lawrence Horne’s ETR.
ETR#N1.2 TICKET 0169010130095 HORNE/LAWRENCE MZ4INF/1P/PQ2 9906477 CPN FROM/TO FLT DATE FBC STATUS 1 SEAJFK UA24 28FEB02 HE21NQ OPEN FOR USE 2 JFKSEA UA25 10MAR02 HE21NQ OPEN FOR USE >ETR VIEW TICKET DATA ( ) >ETR VOID ELECTRONIC TICKET ( ) >ETR PRINT *OPEN FOR USE* FLIGHT COUPONS ( ) >ELECTRONIC REFUND AUTHORIZATION REQUEST ( ) >
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þ Instructors’ Notes Let’s talk about the ETR VOID ELECTRONIC TICKET option. Only tickets issued during the current reporting period can be voided. E-ticket void is processed immediately by the airline, after which the coupon status cannot be returned to open for use. Use extreme caution when voiding electronic tickets to ensure you are voiding the correct ticket. Electronic tickets should not be printed before voiding. If an e-ticket is converted to paper, and the ticket is then voided within the same reporting period, the ETR will still show a coupon status of printed. See HELP and INFO ET VOID. The next option is ETR PRINT *OPEN FOR USE* FLIGHT COUPONS. This option can be selected using an X or P in the parenthesis. When an ETKT is printed, the paper ticket will have the same ticket number. Worldspan is implementing electronic exchanges and refunds for ETKT at the request of the airlines. The ability to print ETKT flight coupons is being phased out by airlines offering electronic ticketing. All airlines offering electronic ticketing are planning to have programming completed in their host systems for electronic exchange and refund and may suppress e-ticket print capability at that time. Automated Electronic Ticket Exchange and Refund participants use Refund Exchange Authorization (REA) coupons to replace the printed ETKT flight coupons. See HELP and INFO ET PRINT. Let’s look at Electronic Refund Authorization Request. 11. Tab to the parens and enter X.
þ Instructors’ Notes The electronic refund authorization request option can be selected using X or R in the parenthesis. The electronic ticket refund template is displayed. This template is described in detail in Automated Electronic Ticket Exchanges and Refunds. For a complete explanation of the electronic refund template, see also INFO ET REFUND. For information about ETR DISPLAY HISTORY, see INFO ET HIST. For ETR REVALIDATION, see INFO ET REVAL. Let’s look at some common situations you may see with electronic ticketing. RESET COUPON STATUS: There are times the e-ticket coupon status must be manually changed. If the printer jams while printing e-ticket coupons, the agency must contact the validating carrier or the Worldspan Customer Assistance Center (CAC) to reset PRINTED status to OPEN FOR USE. UNAVAILABLE and VOID status cannot be changed, as these messages have been transmitted by the airline to ARC.
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SYSTEM CANCELS: : Application Sharing 1. Access INFO ETKT SYSCXL.
INFO ETKT SYSCXL > ELECTRONIC TICKETING - SYSTEM CANCEL INFO ETKT SYSCXL SYSTEM CANCELS OCCUR WHEN THE TRANSMISSION LINK GOES DOWN BETWEEN THE TIME AN ELECTRONIC TICKET IS GENERATED /EZE* IS ENTERED/ AND AN ACKNOWLEDGMENT /ETA/ IS RECEIVED FROM THE VALIDATING CARRIER. WHEN THIS OCCURS - THE FOLLOWING ADVISORY MESSAGE IS DISPLAYED ON THE CRT SCREEN /IN THIS EXAMPLE THE FOP IS CREDIT CARD AND IF A SYSTEM CANCEL OCCURS THE CREDIT CARD IS NOT DEBITED/- LINK TO CARRIER NOT RESPONDING - RETRY ENTRY TICKET PENDING - CREDIT APPROVAL OBTAINED *123456 WHEN THE EZE* TICKETING COMMAND IS ENTERED - WORLDSPAN PULLS A TICKET NUMBER FROM THE AGENCYS ATB ALLOTMENT TO SEND TO THE CARRIER. IF THE TRANSMISSION LINK GOES DOWN - WORLDSPAN)>
þ Instructors’ Notes When an EZ ticketing command is entered, Worldspan assigns a ticket number from the agency’s ATB allotment to send to the airline. If the transmission link is unavailable at the time the EZ entry is entered, Worldspan does not assume the ticket number was received and stored in the airline’s database. In accordance with electronic ticket resolutions, Global Distribution Systems (GDS) are required to programmatically void the ticket number. This process is referred to as a System Cancel. When this occurs, the agency receives an advisory message as shown on this page. LINK TO CARRIER NOT RESPONDING - RETRY ENTRY TICKET PENDING - CREDIT APPROVAL OBTAINED *123456
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2. Go to line 30.
G/L30 030 TICKET. TO AVOID IMPACTING THE CUSTOMERS CREDIT LIMIT - IT 031 IS ADVISABLE TO USE THE CREDIT CARD AUTHORIZATION RECEIVED 032 FROM THE INITIAL TRANSACTION. SUBSCRIBERS CAN OBTAIN THE 033 CREDIT CARD APPROVAL FROM THE DDP OR SECONDARY DDL DISPLAY. 034 035 PRIMARY DDL 036 ------------------------------------------------------------ 037 DAILY DOCUMENTATION LOG 038 WORLDSPAN TRAVEL 9935746 10 APR 97 039 ITEM GROSS P S A/L TKT NBR COMM PSGR NAME INVOICE 040 0001 250.00 C V*E0161025295293 0.00 JONES/A 041 ***** END OF REPORT ***** 042 ------------------------------------------------------------ 043 044 SECONDARY DDL)>
þ Instructors’ Notes WORLDSPAN records the ATB number in both the primary and secondary DDL/DDP followed by a void indicator and an asterisk (V∗). Stock control numbers are not used and no updates are made to the PNR. When a system cancel occurs, the agency can either re-request the e-ticket or issue the transaction as a paper ticket. If the form of payment is a credit card, the approval code shown in the advisory message should be used as a ticketing option (EZ#$∗Z123456). This avoids impacting the customers credit limit. ERROR RESPONSES: : Application Sharing 1. Access INFO ETKTERR, go to ETKTERR I-Q, go to LINE 137.
INFO ETKTERR INFO ETKTER I-Q
G/L137
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138 MISCELLANEOUS ERROR FROM EDIFACT 139 PLEASE REPORT TO THE HELP DESK 140 THIS ERROR IS RECEIVED WHEN THE EDIFACT MESSAGE IS 141 CREATING PROCESSING ERRORS EITHER IN WORLDSPAN*S OR THE 142 ELECTRONIC TICKET CARRIER*S SYSTEM. WHEN THIS ERROR IS 143 RECEIVED - PLEASE CONTACT THE CUSTOMER ASSISTANCE CENTER. 144
þ Instructors’ Notes When a processing error occurs in either Worldspan or the database of the airline, this response from EDIFACT may occur. EDIFACT (Electronic Data Interchange for Administration, Commerce and Transport) is a structured data language being developed by the United Nations to provide a common language interface between computer systems for major industries including banking, government and transportation. Upon receiving this message, contact the Customer Assistance Center 2. Access INFO ETKTERR, go to INFO ETKTERR A-H, go to line 63.
INFO ETKTERR INFO ETKTERR A-H
G/L63 064 ELECTRONIC TICKET TRANSACTION NOT FOUND 065 RESPONSE TO AN ELECTRONIC TICKET RECORD REQUEST WHEN THE 066 ITEM IS NOT FOUND IN THE PLATING CARRIERS DATABASE OR THE 067 REQUESTING LOCATION IS NOT THE ORIGINAL ISSUING LOCATION 068 OR AN AUTHORIZED BRIDGE LOCATION.
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þ Instructors’ Notes When an ETR is requested for an item that is not found in the validating airline’s database, the response above is received. Check the minimum and maximum length of time an ETR is available for the airline. This response is also received if the requesting location is not the original issuing location or an authorized bridge location. For a list of error responses related to e-ticketing with descriptions, see INFO ETKTERR. Let’s look at the latest from ARC concerning electronic tickets.
: Application Sharing URL: www.arccorp.com þ Instructors’ Notes {Take them to the Electronic Ticketing topic. There is presently an update regarding the June 1 conversion to paperless tickets under E-ticket Update. This is outdated already, as they did not implement this on June 1. The E-ticketing Matrix and Frequently Asked Questions are good information. Especially under FAQs, there is a question about what do they do if they make a mistake exchanging the e-ticket now that they can’t void it out. It talks about getting a waiver from the airline to do a second exchange.} Let’s recap this lesson.
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¥ Summary review ÿ PowerPoint - 6 For a quick review of electronic ticketing participants and their minimum/maximum guidelines, refer to INFO ETKT LIST. Worldspan defaults to an electronic ticket when the E document type is included in the Agency Information Record (A.I.R.). ÿ PowerPoint - 7 To override the system default and issue paper ticket, use the paper ticket override (T) in PNR document instructions (4-DIT*)or the ticketing entry (EZT*). At this time, no airlines allow boarding passes with ETKT. It is an ATA/IATA regulation and DOT requirement that an itinerary receipt is provided for passengers traveling on an electronic ticket. ÿ PowerPoint - 8 The electronic ticket acknowledgement (ETA) is a positive acknowledgement that the airline received and stored the e-ticket in their database. The electronic ticket record (ETR) is maintained in the airline database, and is used to display the coupon status of an electronic ticket.
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ÿ PowerPoint - 9 Additional displays and functions are available from the ETR when the carrier supports them and include: >ETR VIEW TICKET DATA >ETR DISPLAY HISTORY >ETR VOID ELECTRONIC TICKET >ETR PRINT *OPEN FOR USE* FLIGHT COUPONS >ETR ELECTRONIC REFUND AUTHORIZATION REQUEST >ETR REVALIDATION ÿ PowerPoint - 10
Questions ÿ PowerPoint - 11
Related Topics Virtual e-Learning: Automated Electronic Ticket Exchanges and Refunds Automated Reissue EZ Documentation I and II
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ÿ PowerPoint - 12
Related Topics Self-paced Tutorials: ETKT Requirements ETKT Issue ETKT Record ETKT VOID ETKT Print ÿ PowerPoint - 13
