AIRLINE COURSES Amadeus Customer Service

Transcription

1 AIRLINE COURSES Amadeus Customer Service 29 April 2018

2 SUMMARY ACE and Amadeus Security Management for Amadeus Altea Airlines... 6 ACE and Web Config with printing and reading... 7 Aircraft Engineering and Business Database - DBM... 8 Amadeus Altéa Inventory: Schedule Distribution - Advanced... 9 Amadeus Altéa Inventory: Schedule Distribution - Familiarisation Amadeus Altea document management for Altea Departure Control Amadeus Altea Inventory Certification Amadeus Altea Inventory: Inventory Control - Advanced Amadeus Altea Inventory: Inventory Control - Familiarisation Amadeus Altea Inventory: Overview Amadeus Availability Management Amadeus Availability Management - How to use it Amadeus Customer Service Point Amadeus e-retail Engine for new users Amadeus Flex Pricer Amadeus Help Desk for Airlines Amadeus Information Pages Amadeus Reservation and Ticketing Help Desk for Airlines Amadeus Security Management Amadeus Security Management for airlines... 25

3 Amadeus Security Management for Altéa airlines Amadeus Security Management for Distribution airlines Amadeus Service Changer for airlines Amadeus Service Hub for airlines - helpful tips Amadeus Ticket Changer and EMD Overview Amadeus Time Limits - module Amadeus Train the Trainer for airlines Amadeus Train the Virtual Trainer ATC reissue and refund (CAT 31 and 33) ATC reissue and refund (CAT 31 and 33) overview Automatic SSR Handling Carrier Preferred Display Management Codeshare: Overview Codeshare: Certification Customer Management - Troubleshooting Customer Management for check-in agents Customer Management for gate agents Customer Management for supervisors Customer Management: Overview Customer Management: Certification... 45

4 Customer Management: Business Rules Customer Management: Departure Plan Template & Departure Control Document Management for ARD (Amadeus Reservation Desktop) Document Management for Departure Control Electronic Miscellaneous Documents (EMDs) Fare by rule (CAT 25) FareXpert Dynamic Fares FareXpert Mark-up and Distribution for airlines FareXpert Negotiated Fares Flight Management: Overview Flight Management: Certification Flight Management: Business Rules and Departure Plan Simulation Flight Management: Departure Plan Template and Departure Control Flight Management: Weight Engineer Familiarisation Inventory: Links between Inventory, Administration and DCS Messaging Server Negotiated Space Operational Flight Updates (OFU) Passenger Name Manager / Name Change Controller Process Customer Value for Customer Management... 65

5 Process Customer Value for Inventory Reservation and Ticketing Cryptic Certification Reservation and Ticketing Cryptic Overview Reservation and Ticketing Web Certification Reservation and Ticketing Web Overview Reservations in Amadeus Revenue Availability with Active Valuation Seatmap Management Sending passenger information to and from your DCS Ticketing in Amadeus (Cryptic)... 75

6 ACE and Amadeus Security Management for Amadeus Altea Airlines Amadeus Centralised End User Maintenance (ACE) allows you to create and maintain offices for your organisation. Amadeus Security Management (ASM) provides authentication, access control and security administration across Amadeus products. This course describes the configuration of offices and user rights to Amadeus applications using ACE and ASM. During this course you will learn how to: During this course will learn to: Configure agencyyou access to thehow Amadeus Configure agency access to the Amadeus Reservation System in secured and controlled Reservation System in secured and controlled environments. environments. Navigate the Amadeus Security Management Navigate the Amadeus Security Management application. application. Define the security setup for you organisation. Define the security setup for you organisation. - pass mark: 85% 5 days The end user maintenance process Office ID and Office Profile configuration and maintenance. Reviewing the authentication process flow controlled by ASM. Navigating ASM. Identifying the tasks of the airline administrator. Defining data within the different applications. Creating and managing roles specific to your organisation. Creating global roles, and the associated ACLs. Allocating roles, ACLs and preferences to consumers according to their job functions. Managing partnerships between organisations. Deleting roles, offices and organisation units. Basic Airline security administrators. Familiarity with airline business processes and task distribution. Practical knowledge of ticketing and refund processes. Basic knowledge of Amadeus Information System pages. This course helps you use Amadeus Security Management For customised or dedicated session please contact your Amadeus training consultant: Related courses learning@amadeus.com Last update: March Amadeus Help Desk for Airlines [Classroom] Full course title: ACE and Amadeus Security Management for Amadeus Altea Airlines 6

7 ACE and Web Config with printing and reading This course explains how to use Amadeus Centralised End User Maintenance (ACE) to create and maintain Amadeus Office IDs, and to deploy Amadeus products within the Web Configurator tool. It also explains how to manage printing devices via the Administration application. this course, you will learn how to: Configure this course, agency you will access learntohow the Amadeus to: Reservation Configure agency Systemaccess in secured to the and Amadeus controlled environments. Reservation System in secured and controlled Identify the roles of the Device Configuration environments. and Identify Printing themanagement roles of the Device applications Configuration accessed via Altéa and Printing Administration. Management applications accessed via Altéa Administration. - pass mark: 80% 4 days Security features that control access to the Amadeus Reservation System End User Maintenance process Introduction to ACE Office ID, office profile and configuration creation requests Managing Work Records Maintaining Certificate IDs The Vendor Identification Panel Accessing and launching the Web Config application Creating and modifying deployments at different levels Reissuing Hardware IDs The manual (fixed) registration process for printing devices The automatic registration process for printing devices Intermediate Security administrators in airlines using Amadeus Document Management for Printing and Reading. This information was last updated vember Full course title: Amadeus Centralised End User Maintenance (ACE) and Web Configurator with Document Management for Printing and Reading 7

8 Aircraft Engineering and Business Database - DBM The Altéa Departure Control Aircraft Engineering and Business Database course describes the process of constructing and maintaining carrier and aircraft weight & balance engineering data using the Database Maintenance Tool (DBM). this course, you will learn about the: Development this course, you of appropriate will learn about aircraft the: engineering data. Development of appropriate aircraft engineering Process of entering such data into the database data. using Process the DBM. of entering such data into the database Engineering/mathematical using the DBM. functions within Flight Engineering/mathematical Management (FM) thatfunctions are essential withinto the development Flight Management of aircraft (FM)database that are configurations. essential to the Data-building development of philosophy. aircraft database configurations. Data-building Testing and preimplementation philosophy. acceptance processes Testing and including preimplementation any regulatory acceptance considerations. processes including any regulatory considerations. - pass mark: 75% 4 days General engineering parameters Hold Data & ULD Configurations General limitations CG limits & lateral imbalance Stabiliser trim Service weight adjustments and potable water Fuel tanks and distributions Cabin layouts Aircraft business rules Integration of DBM data with other Altéa applications Flight creation process Autoload General load control business data Advanced Airline staff responsible for the development of engineering limitations data Airline staff responsible for importation and maintenance of carrier and aircraft data used for weight and balance functions of Flight Management. You are required to: Be involved in the maintenance of carrier and aircraft engineering records. Have a good understanding of aircraft weight and balance limitations and their utilisation within the ramp, load control and flight operations environments. Be familiariar with IATA AHM560 or 565 documentation. Understand technical aircraft manuals. Optional: It would be helpful to have completed: Either the Altéa DC-FM Certification course or Altéa DC-FM Overview course offered by Amadeus. The Altéa DC-FM Weight Engineer Familiarisation course. Related courses Flight Management: Overview [Classroom] Flight Management: Weight Engineer Familiarisation This information was last updated vember [Virtual] Full course title: Amadeus Altéa Departure Control Aircraft Engineering and Business Database 8

9 Amadeus Altéa Inventory: Schedule Distribution Advanced This course delivers a deep insight into the Amadeus Altéa Inventory management solution for Space Controllers, notably for experts already using the product, and builds confidence to better understand and use the product functionality. this course, you will learn in depth how to: Manage this course, fully automated you will learn or guided in depthfeatures how to:to handle Manage schedule fully automated creation and or guided publication. features to Work schedule handle with fully automated creation and orpublication. guided re-accommodation Work with fully automated mode based or guided on customer value and full itinerary. re-accommodation mode based on customer Create value andand full maintain itinerary. seat maps used across Aléea Create Reservation and maintain andseat Departure maps used Control. across Identify Aléea Reservation and resolve andsome Departure potential Control. challenging situations. Identify and resolve some potential challenging situations. 4 days Altéa system architecture. Messenger viewer. Markets, flight groups and business rules concept. Queue monitoring. Flight creation and publication. Schedule Entry Table (SET). Aircraft library and seat map designer. Flight date seat map. Re-accommodation processing: automatic and manual. Solving potential problems. Advanced Airline staff who are expereinced with schedule distribution. A basic knowledge of PNR creation / manipulation in Altéa Reservation. Knowledge of airline business processes in one or more of the following areas: Schedules, Inventory, Seating. Related courses Amadeus Altéa Inventory: Schedule Distribution - This course is usually delivered in. For information about delivery in other languages, please contact us: learning@amadeus.com Familiarisation [Classroom] Codeshare: Overview [Classroom] Codeshare: Certification [Classroom] Amadeus Altea Inventory Certification [Classroom] Amadeus Altea Inventory: Overview [Classroom] Amadeus Altea Inventory: Inventory Control Advanced [Classroom] Amadeus Altea Inventory: Inventory Control Familiarisation [Classroom] Sending passenger information to and from your DCS [e-learning] Full course title: Amadeus Altéa Inventory: Schedule Distribution - Advanced 9

10 Amadeus Altéa Inventory: Schedule Distribution Familiarisation This course gives an overview of the Amadeus Altéa Inventory management solution for Space Controllers. this course, you will gaiin an overall understanding this course,ofyou how willto:gaiin an overall Manage fully of understanding automated how to: or guided features to handle Manage schedule fully automated creation and or guided publication. features to Work schedule handle with fully automated creation and orpublication. guided re-accommodation Work with fully automated mode based or guided on customer value and full itinerary. re-accommodation mode based on customer Create value andand full maintain itinerary. seat maps used across Aléea Create Reservation and maintain andseat Departure maps used Control. across Aléea Reservation and Departure Control. 4 days Altéa system architecture. Messenger viewer. Markets, flight groups and business rules concept. Flight creation and publication. Aircraft library and seat map designer. Flight date seat map. Re-accommodation processing: automatic and manual. Basic Airline staff who are new to schedule distribution. Airline staff needing a basic, overall understanding of Altéa Inventory. A basic knowledge of PNR creation / manipulation in Altéa Reservation. Knowledge of airline business processes in one or more of the following areas: Schedules, Inventory, Seating. Related courses Codeshare: Overview [Classroom] Codeshare: Certification [Classroom] Amadeus Altea Inventory Certification [Classroom] Amadeus Altea Inventory: Overview [Classroom] Amadeus Altea Inventory: Inventory Control - This course is usually delivered in. For information about delivery in other languages, please contact us: learning@amadeus.com Advanced [Classroom] Amadeus Altea Inventory: Inventory Control Familiarisation [Classroom] Sending passenger information to and from your DCS [e-learning] Amadeus Altéa Inventory: Schedule Distribution Advanced [Classroom] Full course title: Amadeus Altéa Inventory: Schedule Distribution - Familiarisation 10

11 Amadeus Altea document management for Altea Departure Control This course explains how to set up device and print management for Altéa carriers using DCS. this course you will learn how to: Setthis upcourse devicesyou for will ground learnhandling how to: and print at the Set airport. up devices for ground handling and print at Set the airport. up predefined print formats and associate them. Set up predefined print formats and associate them. 6 hours Explaining the concepts used in Device Administration. Completing the 5-step fixed-registration process. Determining the printing flows to retrieve various print devices. Setting up shared printers (host sharing). Completing the 4-step auto-registration process. Creating a location description and zones to utilise them in Customer Management. Identifying and adding available format associations. Viewing print queues within the queue application. Dealing with security and access for Document Manager. Undefined Airlines, Airports, Ground Handlers Airline / Airport experience with regards to printers / CUTE environment. How the course is organised The Amadeus Altea Document Management course consists of 2 modules: Module 1: Virtual class - 3 Hours Module 2: Virtual class - 3 Hours. What equipment do you need? A phone (fixed-line, mobile not recommended). A computer. A good internet connection. For customized or dedicated session please contact your Amadeus training consultant: Full course title: Amadeus Altea document management for Altea Departure Control learning@amadeus.com 11

12 Amadeus Altea Inventory Certification This course explains the Amadeus Altéa Inventory management solution which controls the inventory of seats available for sale on each flight date that is stored in the system. this course you will learn how to: Manage this course fully you automated will learn or how guided to: features to handle Manage schedule fully automated creation and or guided publication features to Work schedule handle with fully automated creation and orpublication guided reaccommodation Work with fully automated mode based or guided on a customer's value and full itinerary reaccommodation mode based on a customer's Create value andand full maintain itinerary seat maps used across Altéa Create Reservation and maintain and seat Departure maps Control used across Implement Altéa Reservation advanced and Departure inventory-management Control techniques Implementinadvanced order to control inventory-management airline inventory and calculate techniques in order availability to control airline inventory and calculate availability - pass mark: 85% 7 days System architecture Messenger viewer Markets, flight groups and business rule concepts Automatic and manual schedule changes and publication Aircraft library and seat map design Automatic and manual reaccommodation, and automatic flight selection Flight date inventory leg and segment views Class controls Inventory interaction with RMS and Reservation (for INV) Intermediate Airlines operational agents, supervisors, business analysts, inventory control specialist, revenue management specialist, Help desk agent and trainers. A basic knowledge of PNR creation/manipulation in Altéa Reservation Knowledge of airline business processes in one or more of the following areas: Schedules, Inventory, Seating Related courses Codeshare: Overview [Classroom] Codeshare: Certification [Classroom] Amadeus Altea Inventory: Overview [Classroom] Amadeus Altea Inventory: Inventory Control - For customized or dedicated session, please contact your Amadeus Training Consultant: learning@amadeus.com Last update: Dec Advanced [Classroom] Amadeus Altea Inventory: Inventory Control Familiarisation [Classroom] Sending passenger information to and from your DCS [e-learning] Amadeus Altéa Inventory: Schedule Distribution Advanced [Classroom] Amadeus Altéa Inventory: Schedule Distribution Familiarisation [Classroom] Full course title: Amadeus Altea Inventory Certification 12

13 Amadeus Altea Inventory: Inventory Control Advanced This course delivers a deep insight into the Amadeus Altéa Inventory management solution for Inventory Controllers (Revenue Managers), notably for experts already using the product, and builds confidence to better understand and use the product functionality. this course, you will learn in depth how to: Work this with course, Flight youdate will learn inventory in depth how to: Work Apply with Class Flight controls Date inventory Apply Implement Classadvanced controls inventory management techniques Implementinadvanced order to control inventory airline management inventory and calculate techniques in order availability to control airline inventory Manage and calculate Schedules availability Manage Work withschedules the Re-accommodation process Work Use Aircraft with the library Re-accommodation process Use Identify Aircraft and resolve library some potential challenging situations Identify and resolve some potential challenging situations 3 days Altéa system architecture Messenger viewer Markets, flight groups and business rules concept Flight date inventory and class controls Availability Publication Queue monitoring Inventory interaction with RMS and Reservation (for INV) Aircraft library and Flight date seat map Re-accommodation processing Solving potential problems Advanced Airline staff with revenue management experience. A basic knowledge of PNR creation / manipulation in Altéa Reservation Knowledge of airline business processes in Inventory Related courses Amadeus Altea Inventory: Inventory Control - For customized or dedicated session, please contact your Amadeus Training Consultant: Advanced [Classroom] Amadeus Altea Inventory: Inventory Control Familiarisation [Classroom] Amadeus Altéa Inventory: Schedule Distribution - learning@amadeus.com Last update: Dec Advanced [Classroom] Amadeus Altéa Inventory: Schedule Distribution Familiarisation [Classroom] Sending passenger information to and from your DCS [e-learning] Codeshare: Overview [Classroom] Codeshare: Certification [Classroom] Amadeus Altea Inventory Certification [Classroom] Amadeus Altea Inventory: Overview [Classroom] Full course title: Amadeus Altea Inventory: Inventory Control - Advanced 13

14 Amadeus Altea Inventory: Inventory Control Familiarisation This course gives an overview of the Amadeus Altéa Inventory management solution for Inventory Controllers. this course, you will gaiin an overall understanding this course,ofyou how willto:gaiin an overall Work with Flight understanding of how Dateto:inventory Work Apply with Class Flight controls Date inventory Apply Implement Classadvanced controls inventory management techniques Implementinadvanced order to control inventory airline management inventory and calculate techniques in order availability. to control airline inventory Manage and calculate Schedules availability. Manage Work withschedules the Re-accommodation process. Work Use Aircraft with the library. Re-accommodation process. Use Aircraft library. 3 days Altéa system architecture. Messenger viewer. Markets, flight groups and business rules concept. Flight date inventory and class controls. Availability Publication. Inventory interaction with RMS and Reservation (for INV). Aircraft library and Flight date seat map. Re-accommodation processing. Basic Airline staff who are new to revenue management. Airline staff needing a basic, overall understanding of Altéa Inventory. A basic knowledge of PNR creation / manipulation in Altéa Reservation. Knowledge of airline business processes in Inventory. A basic knowledge of PCs and the Windows operating system. Related courses Amadeus Altea Inventory: Inventory Control - For customized or dedicated session, please contact your Amadeus Training Consultant: Familiarisation [Classroom] Amadeus Altéa Inventory: Schedule Distribution Advanced [Classroom] Sending passenger information to and from your learning@amadeus.com Last update: Dec DCS [e-learning] Codeshare: Overview [Classroom] Codeshare: Certification [Classroom] Amadeus Altea Inventory Certification [Classroom] Amadeus Altea Inventory: Overview [Classroom] Amadeus Altea Inventory: Inventory Control Advanced [Classroom] Full course title: Amadeus Altea Inventory: Inventory Control - Familiarisation 14

15 Amadeus Altea Inventory: Overview This course gives an overview of the Amadeus Altéa Inventory management solution which controls the inventory of seats available for sale on each flight date that is stored in the system. this course, you will learn how to: Manage this course, fully automated you will learn or guided how to:features to handle Manage schedule fully automated creation and or guided publication features to Work schedule handle with fully automated creation and orpublication guided re-accommodation Work with fully automated mode based or guided on customer value and full itinerary re-accommodation mode based on customer Create value andand full maintain itinerary seat maps used across Aléea Create Reservation and maintain andseat Departure maps used Control across Implement Aléea Reservation advanced and Departure inventory management Control techniques Implementinadvanced order to control inventory airline management inventory and calculate techniques in order availability to control airline inventory and calculate availability 4 days Altéa system architecture Messenger viewer Markets, flight groups and business rules concept Flight creation and publication Flight date inventory and class controls Aircraft library and seat map designer Flight date seat map Re-accommodation processing: automatic and manual Intermediate Airlines operational agents, supervisors, business analysts, inventory control specialist, revenue management specialist, Help desk agent and trainers. A basic knowledge of PNR creation / manipulation in Altéa Reservation Knowledge of airline business processes in one or more of the following areas: Schedules, Inventory, Seating Related courses Amadeus Altea Inventory: Inventory Control - For customized or dedicated session, please contact your Amadeus Training Consultant: Advanced [Classroom] Amadeus Altea Inventory: Inventory Control Familiarisation [Classroom] Amadeus Altéa Inventory: Schedule Distribution - learning@amadeus.com Last update: dec Advanced [Classroom] Amadeus Altéa Inventory: Schedule Distribution Familiarisation [Classroom] Sending passenger information to and from your DCS [e-learning] Codeshare: Overview [Classroom] Codeshare: Certification [Classroom] Amadeus Altea Inventory Certification [Classroom] Full course title: Amadeus Altea Inventory: Overview 15

16 Amadeus Availability Management Learn how to use Amadeus Availability Management in Amadeus Retailing Platform through a set of videos. After taking this e-learning you will be able to: Create, After taking update this e-learning and searchyou a Point will be ofable Sale.to: Create, Search aupdate Point of and Sale search and a access Point of a Point Sale. of Sale history. Search Create aa Market Point ofand Sale a Flight and access Group.a Point of Sale history. Create Search arules Market or create and a aflight new Group. rule in Amadeus Availability Management. Search rules or create a new rule in Amadeus Availability Management. 30 minutes Basic Revenue Analysts working in an airline. A good knowledge of airlines' business rules. What equipment do you need? A computer. A good internet connection. Adobe FlashPlayer. Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Availability Management 16

17 Amadeus Availability Management - How to use it This course describes how to use Amadeus Availability Management to differentiate your availability offer in line with your customer and market segmentation. By applying revenue management controls at channel level, availability information can be tailored to individual points-of-sale. this course, you will learn to: Create this course, and maintain you willpoints-of-sale. learn to: Create Set up flight and maintain groups. points-of-sale. Set Define up markets. flight groups. Define Construct markets. class suppression, polling, AVS-driven Construct rules, class suppression, and functionalpolling, access control rules. AVS-driven rules, and functional access control Read the history and restore historical items. rules. Read Request theaccess history authorisation. and restore historical items. Request access authorisation. 2 days Creating and maintaining Point-of-Sale keyword definitions to target standard Amadeus users, internet users and users in reverse access. Achieving desired distribution levels by creating and modifying class suppression rules, setting up AVS-driven rules, and maintaining polling rules for dynamic availability. Retrieving and reading the history. Intermediate Airlines that have signed schedule 20 of the Global Distribution Agreement/Optional Services Agreement (GDA/OSA). You are expected to have a basic understanding of airline distribution processes and Amadeus availability and schedule displays. This course information was last updated February Full course title: Amadeus Availability Management for Airlines 17

18 Amadeus Customer Service Point Learn how to use Amadeus Customer Service Point (ACSP) through a set of short interactive videos. After taking this e-learning you will be able to: Manage After takingincidents this e-learning and work you orders will beinable ACSP. to: Manage Open an incidents incident or and a work work order ordersininacsp. ACSP. Open Updateanand incident checkortheir a work status. order in ACSP. Update Verify and andclose check thetheir incident status. or work order. Verify and close the incident or work order. 15 minutes Basic Airlines In particular, those working in: Operations, Training What equipment do you need? A computer. A good internet connection. Adobe FlashPlayer. Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Customer Service Point 18

19 Amadeus e-retail Engine for new users This course describes how the online booking engine using the DX user interface works and interacts with the reservation system whether as a standalone solution or integrated into an external website. During this course you will learn how to: Use the During thisonline course booking you willengine learn how to: Use Configure the online Site Manager booking engine Configure Differentiate Site between Manager the different search flows Differentiate Follow the steps between of thethe Workflow differentmanager search flows Follow List thethe different steps digital of the solutions Workflow available Manager List Navigate the different throughdigital the troubleshooting solutions available tool Navigate through the troubleshooting tool - pass mark: 85% 3 days Overview of e-retail Engine Implementation process Practice with the booking flows using DX Introduction to the Site Manager Basic site configuration Enhancing the offerings of a site Troubleshooting tools Customisation Capabilities Workflow manager steps Basic Airline Website Admnisitrators, implementation managers, product managers, trainers. How the course is organised This Amadeus e-retail engine for new users consists of: 3 days classroom For Customised or dedicated session, please contact your Amadeus training consultant: learning@amadeus.com Last update: Dec Full course title: Amadeus e-retail Engine for new users 19

20 Amadeus Flex Pricer This course details the benefits of, and explains how to use the functionality and features of Amadeus? comprehensive faring solution, Amadeus Flex Pricer. this course you will learn how to: Create this course and manage you willfare learn solutions how to: (fare family concept). Create and manage fare solutions (fare family Integrate fare solutions into an existing concept). Amadeus Integratee-Retail fare solutions website. into an existing Amadeus e-retail website. 1.5 days Overview of the Flex Pricer concept. Introduction to FareXpert. Creation of fare families, markets, and commercial fare families. Fore-Retail Engine customers; Site Manager parameter settings for Flex Pricer, Implementing Flex Pricer from an existing e-retail Engine website. Intermediate Airline product specialists, marketing, sales, support, and fare updaters. A basic knowledge of fares. Have already attended an Amadeus e-retail course if you are an e-retail customer (or at least have a good understanding of the product). This course information was last updated vember Full course title: Amadeus Flex Pricer 20

21 Amadeus Help Desk for Airlines This course explains how to support your customers' reservation and ticketing agents in solving their daily issues. The course concentrates on functional and technical settings of the system that agents need to verify before contacting the second-level Help Desk. this course, you will learn how to: Utilise this course, the functionalities you will learn available how to:to help desks forutilise identifying the functionalities and solving problems. available to help desks Assist for identifying end users and solving with central problems. system functionality Assist end and users database with central problems. system Describe the functionality and Amadeus databasesystem problems. processing and communication Describe the Amadeus flows. system processing and Identify problems communication flows. and assign them to the appropriate Identify problems groups. and assign them to the Follow thegroups. appropriate procedures for reporting and escalating Follow the problems. procedures for reporting and escalating problems. - pass mark: 85% 7 days Incident handling and reporting Amadeus Customer Service Point (ACSP) The distribution system architecture. Terminals Office IDs and Office profiles End user maintenance Local security Transaction security Extended Ownership Security Amadeus Air Amadeus Pricing and Shopping Ticketing Intermediate Airline help desk agents that use Altéa Reservation and are the first point of contact for their end users. You need to have completed and passed at least one of the following courses: Reservation and Ticketing Cryptic Certification Reservation and Ticketing Web Certification This information was last updated in March Full course title: Amadeus Help Desk for Airlines 21

22 Amadeus Information Pages Amadeus Information Pages (AIP) is a central source of reference information. This course explains how to create, structure, organise, display and modify information in your company's pages in the most effective way. This course covers these topics: An course This introduction covers to these Amadeus topics: Information Pages An Getting introduction started with, to Amadeus and navigating, Information Amadeus Pages Information Pages Getting Displaying started and updating with, and Amadeus navigating, Information Amadeus Pages Information Pages Displaying Practicing working and updating with Amadeus AmadeusInformation InformationPages Pages Practicing working with Amadeus Information Pages 4 hours Basic Optional: Airlines A basic understanding of the Amadeus reservation system (cryptic) This course helps you use How the course is organised Amadeus Reservation Desktop Web Amadeus Selling Platform Connect This course consists of 2 sessions. Each session lasts 2 hours. Generally the sessions are run on the same day. This course is also available in What equipment do you need? A phone A computer A good internet connection Make sure that you enrol on both of the sessions: Amadeus Information Pages module 1 Amadeus Information Pages module 2 Full course title: Amadeus Information Pages 22

23 Amadeus Reservation and Ticketing Help Desk for Airlines This course explains how to support your customers' reservation and ticketing agents in solving their daily issues. It concentrates on the functional and technical system settings that agents need to verify before contacting the Second-level Help Desk. this course you will learn to: this course you will learn to: Incident handling and reporting The distribution system architecture Office IDs and Office profiles Extended Ownership Security Transaction security Amadeus Air Ticketing Amadeus Pricing and Shopping Use features available to Help Desks for identifying Use features and available solving problems to Help Desks for identifying and solving problems Assist end users with central system functionality and database Assist end users problems with central system functionality database problems and Describe the Amadeus system processing and communication Describe the Amadeus flows system processing and communication flows Respond accurately to specific system responses Respond accurately to specific system responses Identify problems and assign them to the appropriate Identify problems groups and assign them to the appropriate groups Follow the procedures for reporting and escalating Follow the problems procedures for reporting and escalating problems - pass mark: 85% 5 days Intermediate Airline Help Desk agents Trainers Reservation and Ticketing Cryptic Certification or Reservation and Ticketing Web Certification This course is also available in For customised or dedicated session, please contact Amadeus Training Concultant: Full course title: Amadeus Reservation and Ticketing Helpyour Desk for Airlines learning@amadeus.com Last update: vember

24 Amadeus Security Management Learn how to perform user management tasks for Amadeus products through a set of videos. After taking this e-learning you will be able to: Understand After taking this user e-learning management you will responsibilities be able to: and partnerships in Amadeus Security Management. Understand Create or remove user management user access. responsibilities and partnerships in Amadeus Security Management. Create or remove user a partnership. access. Create or remove a partnership. 45 minutes Basic Administrators responsible for managing access to Amadeus products in their organisation. This course helps you use What equipment do you need? Amadeus Security Management A computer. A good internet connection. Adobe FlashPlayer. Amadeus Security Management is also know as Log on Security Server (LSS). Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Security Management 24

25 Amadeus Security Management for airlines Learn how to perform user management tasks for Amadeus products through a set of videos. After taking this e-learning you will be able to: Understand After taking this user e-learning management you will responsibilities be able to: and partnerships in Amadeus Security Management. Understand Create or remove user management user access. responsibilities and partnerships in Amadeus Security Management. Create or remove user a partnership. access. Create or remove a partnership. 45 minutes Basic Airlines This course helps you use What equipment do you need? Amadeus Security Management A computer. A good internet connection. Flash player enabled. Amadeus Security Management (ASM) is the application that allows you to manage users and access rights in the Logon and Security Server (LSS) database. Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Security Management for airlines 25

26 Amadeus Security Management for Altéa airlines Amadeus Security Management (ASM) provides authentication, access control and security administration across Amadeus products. This course describes the configuration of user access rights to allow users to work in the primary Altéa applications on the Amadeus Airline Retailing Platform. this course, you will learn how to: Navigate this course, through you the will Amadeus learn howsecurity to: Management Navigate through application. the Amadeus Security Define the security Management application. setup for an airline. Define Identifythe andsecurity apply security setup for elements an airline. to allow access Identify to and applications apply security elements to allow access to applications - pass mark: 85% 4 days Organisation and User Management Reports and templates for massive actions Reviewing the authentication process flow. Navigating ASM. Identifying the tasks of the airline administrator. Defining data within the different applications. Creating and managing roles specific to your organisation. Allocating and duplicating roles, ACLs and preferences to consumers according to their job functions. Removing access rights, offices and organisational units. Managing partnerships between organisations. Deleting roles, offices and organisation units. Basic Airline administrators Familiarity with airline business processes and task distribution. Practical knowledge of ticketing and refund processes. This course helps you use This course is held in Amadeus Security Management Bangkok, Nice This information was last updated vember Full course title: Amadeus Security Management Certification for Altéa airlines - Certification 26

27 Amadeus Security Management for Distribution airlines Amadeus Security Management (ASM) provides authentication, access control and security administration across Amadeus products. This course describes the configuration of user access rights to applications secured through Amadeus Security Management. this course, you will learn how to: Navigate this course, ASM.you will learn how to: Navigate Define theasm. security setup for your organisation. Define Identifythe andsecurity apply security setup for elements your organisation. to allow access Identify to and applications. apply security elements to allow access to applications. - pass mark: 85% 2 days Reviewing the authentication process flow. Navigating ASM. Identifying the tasks of the airline administrator Defining data within the different applications. Creating roles and the associated Access Control Lists (ACLs). Allocating access rights to consumers according to their functions. Managing partnerships between organisations. Removing roles, offices and organisation units. Basic Airline administrators You must be familiar with airline business processes and task distribution. You need a practical knowledge of ticketing and refund processes. This course helps you use Amadeus Security Management This information was last updated March Full course title: Amadeus Security Management for Distribution airlines 27

28 Amadeus Service Changer for airlines Learn how to exchange an EMD in case of a flight disruption, or upon passenger request, through a set of interactive videos. After taking this e-learning you will be able to: Resynchronise After taking this e-learning new services youwith will be theable EMD, to:reissue the EMD of the exchanged service, and verify the old and new Resynchronise EMD details new in case services of a flight withdisruption. the EMD, reissue the EMD of the exchanged service, and verify the old and Change new EMD details services inupon case passenger's of a flight disruption. request using implicit or explicit mapping. Change services a partiallyupon usedpassenger's EMD using request explicit mapping. using implicit or explicit mapping. Change a partially used EMD using explicit mapping. 15 minutes Basic Airlines A basic knowledge of airline ticketing and the Amadeus central system. In particular, those working in: Operations, Training This course helps you use What equipment do you need? Amadeus Reservation Desktop Web A computer. A good internet connection. Adobe FlashPlayer. Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Service Changer for airlines 28

29 Amadeus Service Hub for airlines - helpful tips This course gives helpful tips on how to be more productive when using Amadeus Service Hub. this course you will learn how to: Register this course for and youlog willinlearn to Amadeus how to: Service Hub. Register for and log in to Amadeus Service Search and browse for knowledge solutions. Hub. Search Decodeand cryptic browse entries. for knowledge solutions. Decode Access tools cryptic available entries.for airlines. Access tools the training available catalogue. for airlines. Access Enrol in the training training courses. catalogue. Enrol Retrieve in training your training courses. history. Retrieve your training history. 1 hour Registration and Login. Search and Browse. Cryptic Entries. Tools. Training. Intermediate Airlines In particular, those working in: Operations What equipment do you need? A good phone connection (fixed-line, mobile not recommended). A computer. A headset. A good internet connection. Full course title: Amadeus Service Hub for airlines - helpful tips 29

30 Amadeus Ticket Changer and EMD Overview This course will show you how to work with Amadeus Ticket Changer (ATC) and Amadeus Electronic Miscellaneous Documents (EMD). this course, you will learn about: Amadeus this course, Ticket youchanger will learn(atc) about: - this allows you Amadeus to automatically Ticket Changer recalculate (ATC) and - this prepare allows documents you to automatically for the issuance recalculate of voluntary and prepare and, or involuntary reissues documents for the issuance and revalidations, of voluntaryand and, to or process refunds involuntary reissues of electronic and revalidations, tickets based and to in the IATA Industry process refunds standard. of electronic tickets based in the Electronic IATA Industry Miscellaneous standard. Document (EMD) this Electronic is a method Miscellaneous to sell and Document track usage(emd) of charges this is a method that are to not sell included and track in ausage ticket of such as xbag fee,that charges voucher are not and included penalties. in a ticket such as xbag fee, voucher and penalties. 2 hours Understanding fare conditions that allow the use of ATC. Reissuing an Electronic Ticket with ATC Using Booking and Pricing Chargeable Services. Creating and Updating a Transitional Stored Miscellaneous (TSM-P) Issuin and displaying an EMD. How to Associate / Disassociate an EMD and an E-ticket. Reissuing EMD. Basic Airlines You must have taken and passed the Amadeus Central System Certfication module 2. What equipment do you need? A phone (fixed-line, mobile not recommanded) A computer A good internet connection This course information was last updated vember Full course title: Amadeus Ticket Changer and Electronis Miscellaneous Documents Overview 30

31 Amadeus Time Limits - module 2 This course helps you to understand and configure Amadeus Time Limits (ATL), a web-based tool integrated into the Amadeus Revenue Integrity Desktop. This module is the second and final session of this course. this course you will learn how to: Explain this course the functional you will learn aspects howofto: the product. Explain the functional aspects of the product. Amadeus Time Limits business rules (Cont.). Computation rules. Exemption rules. Extension rules. List Management. Production updates. Identify the main configuration settings. Identify the main configuration settings. Create and maintain the business rules. Create and maintain the business rules. 2 hours Intermediate Revenue Integrity analysts. Revenue managers. Trainers. Knowledge of airline distribution processes and Amadeus Availability, PNR and Ticketing features. How the course is organised This Amadeus Time Limits course consists of 2 modules: Module 1: Virtual class - 2 hours Module 2: Virtual class - 2 hours What equipment do you need? A good phone connection (fixed-line, mobile not recommended). A computer. A good internet connection. For a customised or dedicated session, please contact your Amadeus training consultant: learning@amadeus.com Last update: April Full course title: Amadeus Time Limits - module 2 31

32 Amadeus Train the Trainer for airlines This course introduces the Amadeus training techniques external trainers need to know and practice in order to deliver trainings on Amadeus solutions. this course you will learn how to: Use thistips course and techniques you will learn to how master to: the pedagogical Use tips and aspects techniques of training. to master the Write measurable pedagogical aspectstraining of training. objectives and present Write measurable information in training a clear, objectives concise and and engaging present information manner. in a clear, concise and Design and engaging manner. deliver structured and interactive training Designsessions and deliver to meet structured participant and interactive objectives and training sessions to meet participant objectives expectations. and Identify different behavioural styles and adapt expectations. training Identify sessions differentaccordingly. behavioural styles and adapt Give and training sessions receive accordingly. feedback to build on strong points Give and and identify receiveand feedback improve to build weaker on points. strong points and identify and improve weaker points. 3 days The training cycle. Training objectives. Training structure. How people learn. Verbal and non-verbal communication. Learning styles. Handling questions. Difficult situations. Visuals aids. Our internal dialogue. Basic Optional: People who have little or no experience in delivering training. Experienced trainers wishing to refresh their skills. specific experience in delivering training is required, although a general interest in education and learning is helpful. How the course is organised During the course you will deliver two training sessions of 20 minutes each. You will receive impartial and constructive feedback on your delivery of the training sessions. This course information was last updated August Full course title: Amadeus Train the Trainer for airlines 32

33 Amadeus Train the Virtual Trainer This course explains the knowledge and skills necessary for a trainer to deliver effective and engaging virtual-training courses. this course you will learn how to: Define this course virtual you training. will learn how to: Define Explainvirtual the 3 steps training. of the Blended Learning model. Explain the 3 steps of the Blended Learning Design an engaging virtual training. model. Design Facilitate anaengaging 20-minutevirtual session. training. Facilitate a 20-minute session. 2 days The Blended Learning model. Virtual training is still training. Converting classroom training into virtual training. 5 key points for engaging learners. Basic Trainers. Amadeus Train-the-Trainer course. Knowledge of instructional design. How the course is organised This course Amadeus Train-the-Trainer course consists of 2 modules: Module 1: Virtual class - 1 hour. Module 2: Classroom - 2 days. There is also some offline activity to be completed after the training. For customized or dedicated session, please contact your Amadeus Training Consultant: learning@amadeus.com Last update: January Full course title: Amadeus Train the Virtual Trainer 33

34 ATC reissue and refund (CAT 31 and 33) This course explains how Amadeus processes automated reissues and refunds (CAT 31 and 33) and how to identify an inappropriate filing result in order to make it easier to investigate incidents. this course you will learn: More thisabout course ATC youcat will learn: 31 and 33. More about ATC how Amadeus CAT 31 and processes 33. these categories. More about how Amadeus processes these How to troubleshoot incidents. categories. How to troubleshoot incidents. 2 days An overview of ATC (benefits, steps, entries and assumptions). ATC features, including: - Compliancy with ATPCO processing logic. - Definitions. - Reissue /Refund scenarios. - Single vs. Multiple reissues. - Reissue Fare Selection method. - Reissue panel. - Tax processing after ATC. - Cat 31 text. Filing, including: - Check list for CAT 31 and 33 filing. - Penalty application. - Revalidation vs. Reissue. - Repricing fares. Amadeus processing and troubleshooting (including error messages). Intermediate Airline filing teams. Airline Help Desk agents working with pricing. Sales Engineers with a good understanding of pricing products. Revenue Management experts. A basic knowledge of fares and fare filing. A basic knowledge of Amadeus Ticket Changer (ATC). Full course title: Amadeus Ticket Changer (ATC) reissue and refund (CAT 31 and 33) 34