Amadeus Airlines Ancillary Services & - EMD. EL AL Policies for Amadeus Travel Agents

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1 Commercial Planning and Distribution Systems Division Reservation processes and procedures Amadeus Airlines Ancillary Services & - EMD EL AL Policies for Amadeus Travel Agents 30/01/2013

2 Table of Contents 1. General What is Ancillary What is EMD EMD A EMD S List of Chargeable Services on LY flights Chargeable service Automatic pricing Services for which EMD can be issued manual pricing Form codes Pre requisites for issuing EMD-A ELAL guidelines Change of segment/ssr Cancellation of Segment/Service Service modification Void Refund Re issue /02/2013 2

3 1. General EL AL is introducing the ability to sell chargeable services based on an automated solution to distribute and collect chargeable services fees in compliance with industry standards. This product (The Amadeus Airlines Ancillary Services or AAAS) enables display, booking, pricing and collecting payment for supplementary services. The Ancillary product is compliant with: ATPCO pricing standards IATA standards for EMD (Electronic Miscellaneous Document) The Ancillary tool is fully integrated in the flight sale workflow. It creates multiple up-sell opportunities as it supports the sale of additional services both at time of ticket purchase or post ticket issuance. The EMD (Electronic Miscellaneous Document) is the latest Industry standard solution which enables users to issue documents for travel related services. The EMD is a global industry standard which will be the sole solution for all fees collected outside a ticket, and replaces all existing paper miscellaneous documents and electronic versions. This document reflects ELAL's policies and requirements from Amadeus travel agents using the Ancillary services tool and process as well as issuing EMDs. 2. What is Ancillary Ancillary service is a chargeable service that has been filed and may be priced automatically. The Ancillary product offers a pricing catalog which reflects all chargeable services that have been filed by EL AL. 3. What is EMD An Electronic Miscellaneous Document (EMD) allows you to sell and track the usage of charges, for example excess baggage charges, chargeable seats, miscellaneous charges, penalty fees, and so on. There are two types of EMDs that may be issued: 3.1 EMD A EMD-A (associated): EMD issued for the collection of miscellaneous services charges whose coupon(s) are to be utilized at the same time as the E-ticket flight coupon(s) it is associated to. Examples: excess baggage charges, unaccompanied minor fee and PETC charges. Each EMD-A coupon associated to an E-ticket coupon will be referenced in the corresponding E-ticket coupon. 3.2 EMD S EMD-S (Standalone): EMD issued for services that are independent from flight coupons and are not to be used at the same time as an E-ticket flight coupon(s). Examples: penalty fees, residual value for further transportation. 04/02/2013 3

4 4. List of Chargeable Services on LY flights 4.1 Chargeable service Automatic pricing Following is a list of services that will be offered using the Ancillary product which will be priced automatically: Extra baggage Bicycle Sports equipment Un-accompanied minor Pet in cabin Chargeable seats * *Seats will be sold as a part of phase #2. These are the service codes: Description Bicycle Pet In Cabin Sports Equipment Unaccompanied Minor Prepaid Baggage Chargeable seats* Service Type SSR EMD-A SSR/SVC code BIKE PETC SPEQ UMNR XBAS/XBAT/XBAA/XBAB/EXSW/EXSZ RQST *Seats will be EMD applicable at stage #2 04/02/2013 4

5 4.2 Services for which EMD can be issued manual pricing EL AL enables Travel agents to issue EMD-S for the following scenario: SVC Deposits down payments EMD-S DEPS For procedures for issuance of group deposit, see separate document. 5. Form codes Each BSP defines its own EMD form code. EMDs issued by Amadeus travel agents will reflect 181 form code. 6. Pre requisites for issuing EMD-A E-ticket must first be issued SSR must be in a confirmed status (HK status) 7. ELAL guidelines EMD can only contain one coupon. E.g. If service required for TLVNYC and NYCTLV, two separate EMDs must be issued. EMD can only be issued on LY plated stock (114). Interline EMD issuance not yet supported Code share EMD issuance not yet supported EMDs issued manually are subject to ELAL's audit systems checks Automatic pricing of EMD is dependant on AAAS readiness in each market If your market is AAAS ready (i.e. pricing catalog is available) but not EMD ready (EMD cannot be issued by agents in your market), work process should be as follows: Travel agent books the chargeable service LY system returns indicator that service is chargeable Travel agent prices the service and contacts LY office LY office issues the EMD and advises the travel agent of EMD number (by SR OTHS) 8. Change of segment/ssr 8.1 Cancellation of Segment/Service After segment or service is canceled, the related FA EMD element is removed automatically from PNR and EMD number is added in the FHD element As long as coupon status of E-ticket is not E, V or R, the EMD and E-Ticket remain associated to each other. If service is no longer required, Travel agent should cancel the service and then void/refund if allowed for this service (some services are non-refundable). 8.2 Service modification In cases when the SSR is still relevant, and re booked by the travel agent, and no change has been made to the E- ticket, EMD needs to be re linked to the SSR. This action can be done by the Amadeus travel agent. In cases when the segment has been canceled and a new segment has been re booked, SSR should be re added by travel agent if still necessary. The E ticket requires update due to the change of segment. In cases when the E- ticket is re-issued, the EMD is automatically re linked to the new ticket. No further action is required. 04/02/2013 5

6 Travel agents may re issue EMDs in the following scenario: EMD issued for chargeable service E ticket is then voided / refunded EMD is not updated at that point. i.e. is still open for use At a later stage, new E ticket is issued EMD needs to be re issued 9. Void Travel agents are able to void EMDs until 23:59 of day of issuance 10. Refund Seat EMDs are refundable. All other EMDs issued for chargeable services are non refundable. 11. Re issue All El Al EMDs are exchangeable (same service only). Travel agents may re issue EMDs (see scenario 8.2). 04/02/2013 6