E-LEARNING CATALOGUE Amadeus Customer Service

Transcription

1 E-LEARNING CATALOGUE Amadeus Customer Service 14 July 2018

2 SUMMARY Amadeus Availability Management... 4 Amadeus Customer Service Point... 5 Amadeus Hotels... 6 Amadeus Offers... 7 Amadeus Payment Platform... 8 Amadeus Security Management... 9 Amadeus Security Management for airlines Amadeus Selling Platform Connect Amadeus Service Changer for airlines Amadeus Service Changer for travel agents Ancillary services Customer Management for check-in agents Customer Management for gate agents Customer Management for supervisors Electronic Miscellaneous Documents (EMDs) FareXpert Mark-up and Distribution FareXpert Mark-up and Distribution for airlines Light ticketing Operational Flight Updates (OFU) Productivity Suite... 23

3 Reservations in Amadeus Seatmap Management Sending passenger information to and from your DCS Ticketing in Amadeus (Cryptic)... 27

4 Amadeus Availability Management Learn how to use Amadeus Availability Management in Amadeus Retailing Platform through a set of videos. taking this e-learning you will be able to: taking this e-learning will be Create, update and searchyou a Point ofable Sale.to: and search Point of Sale. of Sale history. Create, Search aupdate Point of Sale and a access a Point Search a Point of Sale and access a Point of Sale history. Create a Market and a Flight Group. Market and a aflight Create Search arules or create new Group. rule in Amadeus Availability Management. Search rules or create a new rule in Amadeus Availability Management. 30 minutes Yes Things you need for this course Revenue Analysts working in an airline. A good knowledge of airlines' business rules. This course helps you use Amadeus Retailing Platform The last few details... Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Availability Management 4

5 Amadeus Customer Service Point Learn how to use Amadeus Customer Service Point (ACSP) through a set of short interactive videos. taking this e-learning you will be able to: Manage 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 Airlines In particular, those working in: Help Desks, Operations, Training The last few details... Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Customer Service Point 5

6 Amadeus Hotels Learn about Amadeus Hotels' easy-to-use interface through a set of interactive videos. taking this e-learning you will know more about the main features of Amadeus Hotels in Selling Platform and you taking will this be able e-learning to: you will know more about the main features of Amadeus Hotels in Selling Platform Make and you hotel will bereservations. able to: Make Register hotel with reservations. aggregators to access aggregator content in Amadeus Hotels. Register Optimise with youraggregators agency earnings. to access aggregator content in Amadeus Hotels. Optimise your agency earnings. 20 minutes Travel Agencies In particular, those working in: Help Desks, Operations, Sales & marketing, Training This course helps you use Amadeus Selling Platform Connect Full course title: Amadeus Hotels 6

7 Amadeus Offers Learn how to create offers and how to manage them until confirmation through a set of interactive videos. taking this e-learning you will be able to: Create taking andthis turn e-learning offers intoyou firmwill bookings. be able to: Create and an air turn andoffers a hotel intooffer. firm bookings. Create an air offer and with a hotel a mark-up. offer. Create Displayan offer offer details, with asend mark-up. an offer notice, and confirm an offer. Display Verify anoffer offer. details, send an offer notice, and confirm an offer. Verify Cancelan anoffer. offer. Cancel Create and an offer. manage offer proposals. Create and manage offer proposals. 45 minutes Yes Things you need for this course Travel Agencies A basic knowledge of the Amadeus central system. This course helps you use Amadeus Selling Platform Connect Related courses Reservations in Amadeus [e-learning] Full course title: Amadeus Offers 7

8 Amadeus Payment Platform Learn about Amadeus Payment Platform and how to use Amadeus AirPlus Travel Agency Card (AATAC), Amadeus Hotel Billback and Amadeus B2B Wallet Prepaid through a set of interactive videos. taking this e-learning you will be able to: Generate taking and this e-learning use an Amadeus you willairplus be able Travel to: Agency Card (AATAC). Generate Pay for a hotel and use withan Amadeus Amadeus Hotel AirPlus Billback. Travel Agency Card (AATAC). Pay Generate for a hotel and use withan Amadeus Amadeus Hotel B2BBillback. Wallet Prepaid card. Generate and use an Amadeus B2B Wallet Prepaid card. card in PNR-integrated mode. Generate and use an Amadeus B2B Wallet Prepaid card in PNR-integrated mode. 30 minutes Travel Agencies This course helps you use Amadeus Selling Platform Connect Full course title: Amadeus Payment Platform - Turning Payments Into Profits 8

9 Amadeus Security Management Learn how to perform user management tasks for Amadeus products through a set of videos. taking this e-learning you will be able to: Understand 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 Administrators responsible for managing access to Amadeus products in their organisation. The last few details... 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 9

10 Amadeus Security Management for airlines Learn how to perform user management tasks for Amadeus products through a set of videos. taking this e-learning you will be able to: Understand 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 Airlines Flash player enabled. The last few details... 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 10

11 Amadeus Selling Platform Connect Learn about Amadeus Selling Platform Connect's easy-to-use interface through a set of interactive videos. taking this e-learning you will be able to: Create taking air this ande-learning car bookings you(end-to-end will be ableprocesses). to: Create Book seats air and andcar services bookings for (end-to-end your customers. processes). Book Createseats a Personal and services Smart for Flow your to automate customers.some transactions. Create Understand a Personal more about Smartthe Flow main to automate features ofsome the Selling transactions. Platform Connect interface. Understand more about the main features of the Selling Platform Connect interface. 90 minutes Things you need for this course Optional: Travel Agencies A basic knowledge of the travel industry and the Amadeus central system. This course helps you use Amadeus Selling Platform Connect The last few details... Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Selling Platform Connect 11

12 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. taking this e-learning you will be able to: Resynchronise 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 Yes Things you need for this course Airlines A basic knowledge of airline ticketing and the Amadeus central system. In particular, those working in: Operations, Training This course helps you use Amadeus Reservation Desktop Web The last few details... Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Service Changer for airlines 12

13 Amadeus Service Changer for travel agents Learn how to exchange an EMD upon passenger request through a set of interactive videos. taking this e-learning you will be able to: Change takingservices this e-learning upon passenger you will be request. able to: Change services a partiallyupon usedpassenger EMD on arequest. voluntary basis. Change a partially used EMD on a voluntary basis. 15 minutes Yes Things you need for this course Travel Agencies A basic knowledge of ticketing in a cryptic environment. In particular, those working in: Operations, Training This course helps you use Amadeus Selling Platform Connect Full course title: Amadeus Service Changer for travel agents 13

14 Ancillary services Learn about ancillary services, and how to book them, through a set of interactive videos. taking this e-learning you will be able to: Book taking different this e-learning types of ancillary you willservices be ablesuch to: as Seats and Special Service Requests (SSRs) using cryptic entries Book and different the Seats types and of ancillary Services services Catalogue's such easy-to-use as Seats andgraphical Special Service interfacerequests (SSRs) using cryptic Price and entries ancillary the Seats services andand Services issue Catalogue's EMDs (Electronic easy-to-use Miscellaneous graphicaldocuments) interface for the services booked. Price ancillary services and issue EMDs (Electronic Miscellaneous Documents) for the services booked. 45 minutes Yes Things you need for this course Travel Agencies A basic knowledge of the Amadeus central system. This course helps you use Amadeus Selling Platform Connect Related courses Reservations in Amadeus [e-learning] Full course title: Ancillary services 14

15 Customer Management for check-in agents Learn about the basic, advanced and complex workflows performed at the check-in counter through a set of interactive examples. taking this e-learning you will be able to: Accept taking a customer this e-learning and handle you will a baggage be able to: drop. Accept Handle agroup customer and frequent and handle traveller a baggage acceptance. drop. Handle group baggage andconnections frequent traveller and seating. acceptance. Handle Create bookings baggage and connections handle crew, and seating. rush and cabin baggage. Create Handle bookings disruptions. and handle crew, rush and cabin baggage. Handle disruptions. 10 hours Check-in agents This course is also available in The last few details... This course demonstrates workflows by showing the keyboard entries used in interactive examples. Please note that access to this course is restricted to Amadeus customers. Full course title: Altéa Departure Control - Customer Management for Check-In Agents 15

16 Customer Management for gate agents Learn about the basic and advanced workflows performed at the gate through a set of interactive examples. taking this e-learning, you will be able to: Board taking a passenger. this e-learning, you will be able to: Board Accept,a board passenger. and re-grade a customer at the gate. Accept, board and re-grade a customer at the gate. 5 hours Gate agents The last few details... This course demonstrates workflows by showing the keyboard entries used in interactive examples. Please note that access to this course is restricted to Amadeus customers. Full course title: Altéa Departure Control - Customer Management for Gate Agents 16

17 Customer Management for supervisors Learn about the workflows performed at the check-in counter and at the gate, as well as the system architecture, through a set of interactive examples. taking this e-learning you will be able to: Board taking a passenger. this e-learning you will be able to: Board Accept,a board passenger. and re-grade a customer. Accept, Accept aboard customer and re-grade and handle a customer. a baggage drop. Accept Handle agroup customer and frequent and handle traveller a baggage acceptance. drop. Handle group baggage andconnections frequent traveller and seating. acceptance. Handle Create bookings baggage and connections handle crew, and seating. rush and cabin baggage. Create Handle bookings disruptions. and handle crew, rush and cabin baggage. Handle Explain disruptions. the system architecture of the Amadeus Altéa Suite, including Altéa DC-CM. Explain the system architecture of the Amadeus Altéa Suite, including Altéa DC-CM. 17 hours Intermediate Supervisors of check-in and gate agents. The last few details... This course demonstrates workflows by showing the keyboard entries used in interactive examples. Please note that access to this course is restricted to Amadeus customers. Full course title: Altéa Departure Control - Customer Management for Supervisors 17

18 Electronic Miscellaneous Documents (EMDs) Learn how to issue and refund EMDs, track sales of ancillary services, and any charges and reimbursements, through a set of interactive videos and games. taking this e-learning you will be able to use cryptic entries to: Price taking and this issuee-learning an EMD for you anwill ancillary be ableservice. to use cryptic entries to: Price Issue and EMDs issue created an EMD for afor ticket an ancillary exchange service. or reissue (manually or using ATC). Issue Refund EMDs a ticket created and an foremd. a ticket exchange or reissue (manually or using ATC). Refund a ticket and an EMD. 1 hour Yes Things you need for this course Airlines, Travel Agencies A basic knowledge of the Amadeus central system. Optional: Some knowledge of ticketing concepts. This course helps you use Amadeus Reservation Desktop Web Amadeus Selling Platform Connect Related courses Reservations in Amadeus [e-learning] Full course title: Electronic Miscellaneous Documents (EMDs) 18

19 FareXpert Mark-up and Distribution Learn how to mark-up and distribute fares with Amadeus FareXpert through a set of interactive videos and exercises. taking this e-learning you will be able to: Usetaking FareXpert this e-learning Mark-Up and youdistribution will be abletoto:retrieve fares received from the Net updater and display the fare details. Use FareXpert Mark-Up and Distribution to retrieve fares received from the Net updater and display the fare Set the parameters needed to mark-up the fares. details. Set Redistribute the parameters the fares needed to vendors to mark-up allowed thetofares. sell them. Redistribute the fares to vendors allowed to sell them. 45 minutes Yes Things you need for this course Travel Agencies A basic knowledge of airline fares. In particular, those working in: Operations Full course title: Amadeus FareXpert Mark-up and Distribution 19

20 FareXpert Mark-up and Distribution for airlines Learn how to mark-up and distribute fares with Amadeus FareXpert through a set of interactive videos and exercises. taking this e-learning you will be able to: Usetaking FareXpert this e-learning Mark-Up and youdistribution will be abletoto:retrieve fares received from the Net updater and display the fare details. Use FareXpert Mark-Up and Distribution to retrieve fares received from the Net updater and display the fare Set the parameters needed to mark-up the fares. details. Set Redistribute the parameters the fares needed to those to mark-up vendors allowed the fares. to sell them. Redistribute the fares to those vendors allowed to sell them. 45 minutes Yes Things you need for this course Airlines A basic knowledge of airline fares. Full course title: Amadeus FareXpert Mark-up and Distribution for airlines 20

21 Light ticketing Learn how to book a light-ticketing carrier through an interactive video. taking this e-learning you will be able to: Enter taking all the thismandatory e-learning elements you will be to book able to: a light-ticketing carrier using cryptic entries. Enter Understand all the light-ticketing mandatory elements numberstoand book identifiers. a light-ticketing carrier using cryptic entries. Understand light-ticketing numbers and identifiers. 15 minutes Yes Things you need for this course Travel Agencies A basic knowledge of the Amadeus central system. This course helps you use Amadeus Selling Platform Connect Related courses Reservations in Amadeus [e-learning] Full course title: Amadeus light ticketing 21

22 Operational Flight Updates (OFU) Learn about basic flight management tasks in a departure control environment through a set of interactive videos. taking this e-learning will be able to: Create taking a flight this e-learning date and a will flight beperiod. able to: Create Update aa flight flight date date and and aa flight blockspace period. size. Update a flight date and a blockspace size. 30 minutes Yes Things you need for this course Staff performing ground handling activities. knowledge of Altéa DC-CM or Altéa DC-FM. This course is also available in The last few details... Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Operational Flight Updates 22

23 Productivity Suite Learn how to use the tools in Productivity Suite to make the most of Amadeus Selling Platform Connect through a set of interactive videos and exercises. taking this e-learning you will be able to: Understand taking this how e-learning Productivity yousuite will be works. able to: Understand Create Personal how and Productivity Office Smart SuiteFlows. works. Create Personal Quality Monitor and Office and File Smart Finishing Flows. rules. Create Quality Office Smart Monitor Triggers. and File Finishing rules. Create Office Smart Triggers. 2 hours Yes Things you need for this course Office administrators working in travel agencies, online travel agencies or travel management companies. A good knowledge of the Amadeus central system. This course helps you use Amadeus Selling Platform Connect Related courses Reservations in Amadeus [e-learning] The last few details... Please note that access to this course is restricted to Amadeus customers and Amadeus staff. Full course title: Amadeus Selling Platform Connect Productivity Suite 23

24 Reservations in Amadeus Learn about Amadeus' Global Distribution System (GDS) and how to make reservations in the Amadeus central system through a set of interactive videos and games. taking this e-learning you will be able to use cryptic entries to: Book taking flights. this e-learning you will be able to use cryptic entries to: Book Create, flights. manage and update PNRs. Create, Price flights. manage and update PNRs. Price flights. 6 hours Things you need for this course Optional: Airlines, Travel Agencies A basic knowledge of the travel industry. This course helps you use This course is also available in Amadeus Reservation Desktop Web Amadeus Selling Platform Connect Full course title: Amadeus GDS training: Reservations in Amadeus 24

25 Seatmap Management Learn how to create a new seatmap for a flight through an interactive video. taking this e-learning you will be able to: Create taking a seatmap this e-learning using Amadeus you will beseatmap able to: Management within Amadeus Retailing Platform. Create a seatmap using Amadeus Seatmap Management within Amadeus Retailing Platform. 10 minutes Agents performing ground handling activities at the airport. This course helps you use How the course is organised Amadeus Retailing Platform One video demonstrating the steps to create a seatmap. This course is also available in FlashPlayer. Full course title: Amadeus Retailing Platform - Seatmap Management 25

26 Sending passenger information to and from your DCS Learn how passenger information is sent between the Altéa Suite and your Departure Control System (DCS). taking this e-learning you will know more about:taking this e-learning you will know more What triggers passenger information to be sent about: towhat Altéa triggers Departure passenger Control before information a flight's to be sent departure. to Altéa Departure Control before a flight's What triggers passenger information to be sent departure. towhat an external, triggersnon-altéa passenger DCS information before ato flight's be sent departure. to an external, non-altéa DCS before a flight's What triggers passenger information to be sent departure. from What Altéa triggers Departure passenger Control information to Altéa Inventory to be sent after Altéa from flight departure. Departure Control to Altéa Inventory What after flight to send departure. to Altéa Inventory, after flight departure, What to send whentousing Altéaan Inventory, external,after non-altéa flight DCS. departure, when using an external, non-altéa What triggers passenger information to be sent DCS. towhat Altéa triggers Inventory passenger if the DCSinformation doesn't send to be it after sent flight to Altéa departure. Inventoryif the DCS doesn't send it after Howdeparture. flight to trigger information about passengers with How reduced to trigger mobility information to airport about authorities passengers during the departure with reduced mobility control operational to airport authorities window. during How the departure to identify control the Altéa operational Inventory window. rules that trigger How to passenger-data identify the Altéa messaging. Inventory rules that How passenger-data trigger you will be notified messaging. if any data-message errors How occur. you will be notified if any data-message errors occur. 30 minutes This course covers the following topics: Sending passenger information to a DCS. Receiving passenger information from a DCS after flight departure. Sending passenger assistance lists to another airport. Advanced Staff responsible for creating business rules in the Altéa Suite including Inventory, Reservations and Departure Control. Full course title: Altéa Suite: Sending Passenger Information to and from your Departure Control System (DCS) 26

27 Ticketing in Amadeus (Cryptic) Learn how to issue, reissue and refund e-tickets and Electronic Miscellaneous Documents (EMDs) through a set of interactive videos and games. taking this e-learning you will be able to use cryptic entries to: Price taking and this issuee-learning an e-ticketyou andwill anbe Electronic able to use Miscellaneous cryptic entries Document to: (EMD) for an ancillary service. Price Reissue anda issue ticket an with e-ticket a residual and an value, Electronic or a penalty-fee Miscellaneous EMD,Document manually or (EMD) usingfor Amadeus an ancillary Ticket service. Changer (ATC). Reissue a ticket with a residual value, or a penalty-fee EMD, manually or using Amadeus Ticket Changer Refund a ticket and an EMD. (ATC). Refund a ticket and an EMD. 2 hours Yes Things you need for this course Airlines, Travel Agencies A basic knowledge of the Amadeus central system. A basic knowledge of the airline travel industry and ticketing concepts. This course helps you use Amadeus Reservation Desktop Web Amadeus Selling Platform Connect Related courses Reservations in Amadeus [e-learning] Full course title: Ticketing in Amadeus (Cryptic) 27

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