Hotel Select Modification and Cancellation. Total Time:

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1 Lesson: Total Time: Content: Question/answer: Hotel Select Modification and Cancellation 60 minutes 45 minutes 15 minutes Lesson Description: This lesson reviews modifications and cancellations of hotel segments, defines the Session Control program, defines segment suppression and time-out messages. Author: Denette Harris SME: Steven Murphy Approved: Master PNRs: PATEL/KARIN *OOUBMA(PQ2) Instructors notes: 1. Clone PNR for booking hotels then cancel the PNR. Verify dates and flights. EC*A/FP ER 2. Be sure to cancel all PNRs after class since credit cards are used for guarantees. 6/12/2002 Page 1

2 PowerPoint - 1 Welcome to Hotel Select Modification and Cancellation PowerPoint - 2 Objectives Modify confirmed hotel segments Identify and find cancellation numbers Verify the cancel policy of a hotel segment Recognize hotel segment suppression Understand Hotel Session Control Understand how modifications affect hotel segments 2 6/12/2002

3 PowerPoint 3/4 Agenda Level types of modifications o Hotel Source and Session Control o Hotel Source not Session Control o AccessPlus o Non-AccessPlus Cancellations o AccessPlus o Hotel Source o Hotel Source and Session Control Cancel Policy in hotel segment Modifications Instructors Notes Hotel segments in a PNR can be changed or modified by entering the new option or options desired. Any changes to non-accessplus hotel segments send a cancel and rebook message to the associate and assigns a new confirmation number. Some Hotel Source and AccessPlus hotels accept changes to specific fields without assigning a new confirmation number. Hotel participants INFO pages can be accessed for modifications to specific fields. 6/12/2002 Page 3

4 PowerPoint - 5 Guidelines for Modifying Hotel Segments Rate Quotes (/RQ-) returned by the associate cannot be modified Rate Descriptions (/RTD-) returned by the associate cannot be modified Rate Overrides (/RT-) are not allowed for AccessPlus associates Changes should be made only after a confirmation number is received to avoid cross Teletype messages. Any change to non-accessplus hotel segment assigns a new confirmation number. 4 6/12/2002

5 Application Sharing 1. Access INFO and review add, change, and delete options for specific fields. INFO HOTEL SELECT - ADD/CHANGE/DELETE OPTIONS INFO HCHANGE INFO H@ FUNCTION ADD/CHANGE/DELETE HOTEL SEGMENT INFORMATION. FUNCTION ID H@ *BASIC/NON-ACCESSPLUS HOTELS- ANY CHANGE TO THE HOTEL SEGMENT ASSIGNS A NEW CONFIRMATION NUMBER. EXAMPLES ADD INFORMATION H@2/SP-VIP H@2 HOTEL CHANGE SEGMENT 2 /SP- SPECIAL PRINT OPTION)> VIP OPTION INFORMATION CHANGE INFORMATION H@1/D14JUN16JUN H@1 HOTEL CHANGE SEGMENT 1 /D DATE OPTION 14JUN16JUN OPTION INFORMATION DELETE INFORMATION H@3/SI-/FG- H@3 HOTEL CHANGE SEGMENT 3 /SI- /SI- OPTION INFORMATION /FG- /FG- OPTION INFORMATION Instructors Notes The second paragraph advises that some Hotel Source/AccessPlus hotels accept changes to specific fields without assigning a new confirmation number. Hotel Source participants return the same confirmation number after modification to any field. Most AccessPlus associates include in their GRS pages (INFO XXQ) fields that do not send a new confirmation number. 6/12/2002 Page 5

6 First we are going to look at modifications to Hotel Source participants who use Hotel Session Control. 2. Display PNR for passenger Patel. *-PATEL 1P- 4HFLSF 1.1PATEL/KARIN*ADT 1 DL 941Y 06JAN SU ATLDEN MK1 830A 939A/O E 2 F9 653Y 09JAN WE DENSFO MK1 835A 1020A/O 3 DL1790Y 10JAN TH SFOLAX MK1 705P 842P/O E 4 UA1936Y 14JAN MO LAXSEA MK1 245P 517P/O 5 DL 706Y 15JAN TU SEAATL MK1 810A 349P/O E P- 1.PQ T/WORLDSPAN TRAVEL/PAT T- 1.T/ TKG FAX-NOT PRICED FARE TYPE EX *** DI ITEMS EXIST *** G- 1.OSI YY WORLDSPAN TRAINING PNR 3. Access HELP HN for direct sell formats. HELP HN HOTEL SELECT DIRECT SELL HELP H DIRECTSELL HELP HN SELL BY-- PROPERTY NAME HN7AUG9AUG2MEM/R-AQR/H-THE PEABODY W/ OPTIONS HN8SEP11SEP2PHX/R-A2D/H-TEMPE/W- PROPERTY CODE HNP-CY1111/D1AUG2AUG2/R-A1K W/ OPTIONS-ASSUME 1 NT HNP-HYCIN/D4NOV/R-A1K/NP-2/SI-VIP SEGMENT NBR-ASSUME 1 NT HNS4/R-A1K/H-CROWN CTR/NP-2 W/ CHECK OUT DATE HNS3/D-1NOV2/R-A1K/H-CROWN CTR REFERENCE POINT CODE HNKEYSCO/H-THE PECK HOUSE/D1SEP2SEP /R-A1DRAC/G-DEPAX REFERENCE POINT NAME W/ STATE OR COUNTRY HNCFR-EIFFEL TOWER/HRITZ/NP-2/R-A1Q /D1SEP2SEP)> 6 6/12/2002

7 4. Direct sell hotel property code ES2530 for the dates in segment 1, for 3 nights, one person, requesting room type N1KRAC, and guarantee the hotel to AX with an expiration of December of next year. HNP-ES2530/DDMMMDDMMM1/R-N1KRAC/G-CCAX EXP12-03 HHL ES SS01 DEN IN06JAN OUT09JAN ES EMBASSY SUITES DEN VER - DTWN/NP-1/R-N1KRAC/RG-USD /RD-BEST AVAILABLE RATE - KNG-NON SMOKING/BS-1P/NM-PATEL KARIN/G-CCAX EXP12-02/CXP-CANCEL BEFORE 6PM/CF $ES$ GRQ-GUARANTEED BY CREDIT CARD ARC-IATA NUMBER NOT FOUND EMBASSY SUITES FALL FAMILY WEEKEND FUN RATES THRU CHAIN CODE- ES AND RATE CODE- SRW $ES$ Instructors Notes The response is your confirmation number and any rate change information. Rate change information is discussed in the Hotel Booking lesson. If the room type option is requested for a Hotel Source participant, the AccessPlus indicator is returned $XX$. 5. Display the itinerary. If the hotel is out of sequence, insert it after the correct number. Then end and redisplay the PNR. *I /1SX (X = SEGMENT NUMBER) ER 1P- 4HFLSF 1.1PATEL/KARIN*ADT 1 DL 941Y 06JAN SU ATLDEN MK1 830A 939A/O E 2 HHL ES HK01 DEN IN06JAN OUT09JAN ES EMBASSY SUITES DEN VER - DTWN/RG-USD /NM-PATEL KARIN/G-CCAX EX P12-02/CXP-CANCEL BEFORE 6PM/CF $ES$ 3 F9 653Y 09JAN WE DENSFO MK1 835A 1020A/O 4 DL1790Y 10JAN TH SFOLAX MK1 705P 842P/O E 5 UA1936Y 14JAN MO LAXSEA MK1 245P 517P/O 6 DL 706Y 15JAN TU SEAATL MK1 810A 349P/O E P- 1.PQ T/WORLDSPAN TRAVEL/PAT 2.PQ H T- 1.T/ 6/12/2002 Page 7

8 6. Modify the checkout date for first hotel segment one day earlier. 2 HHL ES XX01 DEN IN06JAN OUT09JAN ES EMBASSY SUITES DEN VER - DTWN/NP-1/R-N1KRAC/RG-USD /RD-BEST AVAILABLE RATE - KNG-NON SMOKING/BS-1P/NM-PATEL KARIN/G-CCAX EXP12-02/CXP-CANCEL BEFORE 6PM/CF $ES$ 2 HHL ES SS01 DEN IN06JAN OUT08JAN ES EMBASSY SUITES DEN VER - DTWN/NP-1/R-N1KRAC/RG-USD /RD-BEST AVAILABLE RATE - KNG-NON SMOKING/BS-1P/NM-PATEL KARIN/G-CCAX EXP12-02/CXP-CANCEL BEFORE 6PM/CF $ES$ GRQ-GUARANTEED BY CREDIT CARD ARC-IATA NUMBER NOT FOUND EMBASSY SUITES FALL FAMILY WEEKEND FUN RATES THRU CHAIN CODE- ES AND RATE CODE- SRW $ES$ Instructors Notes The cancelled and newly booked segments are returned. The first segment verifies that the hotel was cancelled (XX01) and the second segment shows that it was resold (SS1) for the new date. The modifications to the hotel resulted in the same confirmation number. Embassy Suites is a Hotel Source participant and allows the date field to be modified without assigning a new confirmation number. 7. End and redisplay the PNR. ER 1P- 4HFLSF 1.1PATEL/KARIN*ADT 1 DL 941Y 06JAN SU ATLDEN MK1 830A 939A/O E 2 HHL ES HK01 DEN IN06JAN OUT08JAN ES EMBASSY SUITES DEN VER - DTWN/RG-USD /NM-PATEL KARIN/G-CCAX EX P12-02/CXP-CANCEL BEFORE 6PM/CF $ES$ 3 F9 653Y 09JAN WE DENSFO MK1 835A 1020A/O 4 DL1790Y 10JAN TH SFOLAX MK1 705P 842P/O E 5 UA1936Y 14JAN MO LAXSEA MK1 245P 517P/O 6 DL 706Y 15JAN TU SEAATL MK1 810A 349P/O E P- 1.PQ T/WORLDSPAN TRAVEL/PAT 2.PQ H T- 1.T/ 8 6/12/2002

9 8. Display the history. *HH#NUM 1 R-1P P/ PRG DTE-14FEB02 TGA@PQ2 GS PT 1428Z/27MAY01 XS ES HHL 06JAN HK1 DEN OUT09JAN ES EMBASSY SUITES DENVER - DTWN/NP-1/R-N1KRAC/RG-USD /RD-BEST AVAILABLE RATE - KN G-NON SMOKING/BS-1P/NM-PATEL KARIN/G-CCAX EXP12-02 /CXP-CANCEL BEFORE 6PM/GRQ-GUARANTEED BY CREDIT CARD/CF $ES$ AS ES HHL 06JAN SS1 DEN OUT08JAN ES EMBASSY SUITES DENVER - DTWN/NP-1/R-N1KRAC/RG-USD /RD-BEST AVAILABLE RATE - KN G-NON SMOKING/BS-1P/NM-PATEL KARIN/G-CCAX EXP12-02 /CXP-CANCEL BEFORE 6PM/GRQ-GUARANTEED BY CREDIT CARD/CF $ES$ )> Instructors Notes This history shows somewhat differently. The original segment shows only XS without XX1 in segment status, but a SS1 for the modified segment. This is a true modification. Next we are going to look at modifications to Hotel Source participant that is not Hotel Session Control. 6/12/2002 Page 9

10 Application Sharing 1. Direct sell Shilo Inns (BP) property RSAUT checking in the 9 th of next month, check out the 10 th for 1 person room type A2QRAC. HNP-BPRSAUT/D09MMM10MMM1/R-A2QRAC HHL BP SS01 SLC IN09JAN OUT10JAN RSAUT-BP SHILO INN SALT LAK E CITY HOTEL/NP-1/R-A2QRAC/RG-USD /RD-DELUXE TWO QUEEN WIT H WETBAR/BS-1P/NM-PATEL KARIN/CXP-CANCEL BY 1600 DAY OF ARRIVA L SYS ADDED/CF $BP$ CONFIRMED CF RG USD RES 4 PM HLD THANK YOU FOR BOOKING WITH SHILO INN SALT LAKE CIT ENJOY YOUR STAY AT THE NEWLY REMODELED SHILO INN - LOCATED NEAR THE TILLAMOOK CHEESE FACTORY - $BP$ Instructors Notes As a Hotel Source participant, Shilo Inns return confirmation immediately, unless the room is unavailable. 2. End and redisplay the record. Modify the number of people in this segment to 2. ER H@X/NP-2 4 HHL BP XX01 SLC IN09JAN OUT10JAN RSAUT-BP SHILO INN SALT LAK E CITY HOTEL/NP-1/R-A2QRAC/RG-USD /RD-DELUXE TWO QUEEN WIT H WETBAR/BS-1P/NM-PATEL KARIN/CXP-CANCEL BY 1600 DAY OF ARRIVA L SYS ADDED/CF $BP$ 4 HHL BP SS01 SLC IN09JAN OUT10JAN RSAUT-BP SHILO INN SALT LAK E CITY HOTEL/NP-2/R-A2QRAC/RG-USD /RD-DELUXE TWO QUEEN WIT H WETBAR/BS-1P/NM-PATEL KARIN/CXP-CANCEL BY 1600 DAY OF ARRIVA L SYS ADDED/CF $BP$ CONFIRMED CF RG USD RES 4 PM HLD THANK YOU FOR BOOKING WITH SHILO INN SALT LAKE CIT ENJOY YOUR STAY AT THE NEWLY REMODELED SHILO INN - LOCATED NEAR THE TILLAMOOK CHEESE FACTORY - $BP$> 10 6/12/2002

11 Instructors Notes Again, the cancelled and rebooked segments are returned. Shilo Inns returns a new confirmation number. Reference INFO BPQ and they state any changes to their segments returns a new confirmation number. 3. End and redisplay the PNR. ER 1P- 4HFLSF 1.1PATEL/KARIN*ADT 1 DL 941Y 06JAN SU ATLDEN MK1 830A 939A/O E 2 HHL ES HK01 DEN IN06JAN OUT08JAN ES EMBASSY SUITES DEN VER - DTWN/RG-USD /NM-PATEL KARIN/G-CCAX EX P12-02/CXP-CANCEL BEFORE 6PM/CF $ES$ 3 F9 653Y 09JAN WE DENSFO MK1 835A 1020A/O 4 HHL BP HK01 SLC IN09JAN OUT10JAN RSAUT-BP SHILO INN SALT LAK E CITY HOTEL/RG-USD /NM-PATEL KARIN/CXP-CANCEL BY 1600 D AY OF ARRIVAL SYS ADDED/CF $BP$ 5 DL1790Y 10JAN TH SFOLAX MK1 705P 842P/O E 6 UA1936Y 14JAN MO LAXSEA MK1 245P 517P/O 7 DL 706Y 15JAN TU SEAATL MK1 810A 349P/O E )> Instructors Notes Next we are going to look at modifications to not Hotel Source participant that is not Hotel Session Control. (AccessPlus) 6/12/2002 Page 11

12 Application Sharing 1. Direct sell Four Seasons (FS) property 12121, checking in the 15 th of next month, check out the 17 th for 1 person. Guarantee the reservation to AX with an expiration date of use IATA of (BS ). The room type is STDRAC. HNP-FS12121/D15MMM17MMM1/R-STDRAC/ G-CCAX EXP12-02/BS HHL FS SS01 LAX IN15JUN OUT17JUN FS FOUR SEASONS HOTEL NEWPORT BEA/NP-1/R-A1KRAC/RG-USD /RD-DELUXE ROOM WITH A KING BED RACK RATE/BS /NM-PATEL KARIN/G-CCAX EXP12-02/CXP-CANCEL BY 6PM ON 15JUN2002 TO AVOID PENALTY/CF $FS$ TAX: 10 PCT ROOM TAX GRQ-RESERVATIONS GUARANTEED BY CREDIT CARD $FS$ Four Seasons is an AccessPlus associate (not Session Control). 2. End and redisplay the PNR. Change the return to the 18 th of the next month. ER H@X/D-18MMM 8 HHL FS XX01 LAX IN15JUN OUT17JUN FS FOUR SEASONS HOTEL NEWPORT BEA/NP-1/R-A1KRAC/RG-USD /RD-DELUXE ROOM WITH A KING BED RACK RATE/BS /NM-PATEL KARIN/G-CCAX EXP12-02/CXP-CANCEL BY 6PM ON 15JUN2002 TO AVOID PENALTY/CF $FS$ 8 HHL FS SS01 LAX IN15JUN OUT18JUN FS FOUR SEASONS HOTEL NEWPORT BEA/NP-1/R-A1KRAC/RG-USD /RD-DELUXE ROOM WITH A KING BED RACK RATE/BS /NM-PATEL KARIN/G-CCAX EXP12-02/CXP-CANCEL BY 6PM ON 15JUN2002 TO AVOID PENALTY/CF $FS$ TAX: 10 PCT ROOM TAX GRQ-RESERVATIONS GUARANTEED BY CREDIT CARD $FS$ The cancelled and new segments display. The same confirmation is not returned. 12 6/12/2002

13 3. End and redisplay the PNR. Display history. Note the CN field. ER *HH 1 R-1 PRG DTE-18JUL02 PQ2 GS Z/19MAR02 CN FS HHL 15JUN HX1 LAX OUT17JUN /N P-1/R-A1KRAC/RG-USD /NM-PATEL KARIN/CF /CX R-PHXFSHL CR- PHX FS HL 19MAR Z *** XS FS HHL 15JUN HK1 LAX OUT17JUN FS FOUR SEASONS HOTEL NE WPORT BEA/NP-1/R-A1KRAC/RG-USD /RD-DELUXE ROOM WITH A KIN G BED RACK RATE/BS /NM-PATEL KARIN/G-CCAX EXP12-02/CXP-CANCEL BY 6PM ON 15JUN2002 TO AVOID PENALTY/GRQ-RES ERVATIONS GUARANTEED BY CREDIT CARD/CF $FS$ AS FS HHL 15JUN SS1 LAX OUT18JUN FS FOUR SEASONS HOTEL NE The cancellation number for the modified segment returns in a separate transaction in history, however the transaction from Four Seasons lists both /CF- and /CX- fields. We mentioned earlier that modifications are not allowed for specific fields. Redisplay this PNR and look at the /RG- field. 4. *AD to view all fields of the PNR. Modify the rate (/RG-) of the last segment to reflect USD instead of the current rate. *AD H@X/RG-USD22000 *AP /RG- NOT ALLOWED FOR ACCESSPLUS*AP CORRECT FIELD AND RE-ENTE R Rate fields do not allow modifications. 5. Ignore this PNR. (Make a note of the record locator for later use) I I IGNORED 6/12/2002 Page 13

14 Instructors Notes Next we are going to look at modifications for a Non-AccessPlus participant. Application Sharing 1. Request a hotel list in Barcelona (BCN) for check in the 10 th of next month, check out the 12 th, one person for HOTUSA Hotels (HA) and distance of 3 miles. HLBCN10MMM12MMM1/CHA/DD-3 CES-BARCELONA IN SUN 10FEB/OUT TUE 12FEB CURRENCY: USD /CHA /NP-1 /DD-3 LN CO PROPERTY NAME ADDRESS DD 001 HA GUTEMBERG HOTEL 7 PASAJE GUTENBERG 1S * 002 HA PARK HOTEL 11 MARQUES DE ARGENTER 2E 003 HA TERRAMAR HOTEL DIPUTACION HA RACO DEL PI 7 DEL PI 1NE 005 HA MODERNO HOTEL 11 HOSPITAL 1E 006 HA ABBOT HOTEL AV ROMA 23 1N 007 HA CORTES HOTEL 25 SANTA ANA 1E 008 HA ALGUER HOTEL 20 PASSATGE PERE RODRI 3W >HA( PROPERTY AVAILABILITY >HD( DETAIL >HLD( MORE PROPERTIES> 14 6/12/2002

15 2. Request availability for the Cortes Hotel. HAX (X = LINE NUMBER) HA CORTES HOTEL IN SUN 10FEB/OUT TUE 12FEB CURR: USD HACORT REF: CES-BARCELONA PERSONS: 1 LN PLAN ROOM TYPE RL ROL MAX AV RATE /G-RQRD DEPOSIT MIN 01 GEN B2TRAC 0 02 SS TWN ROOM 1 OR 2 PAX EXTRA CHARGES - ROLLAWAY: ADULT NOT OFFERED CHILD NOT OFFERED EXTRA PERSON: ADULT NOT OFFERED CRIB: NOT OFFERED CHILD NOT OFFERED >HD( PROPERTY DETAIL >HL( LIST >HR( RATE RULES >H0( TO SELL END OF DISPLAY 3. Request rate rules for the room type B2TRAC. HRX (X = LINE NUMBER) **HOTEL SELECT** HACORT CORTES HOTEL IN SUN 10FEB/OUT TUE 12FEB NBR PERSONS: 1 ROOM TYPE: B2TRAC RATE: EUR STARTING 10FEB FOR 2 NIGHTS DESCRIPTION: TWN ROOM 1 OR 2 PAX ADV BOOKING: NONE MIN STAY: 01 NIGHT MAX STAY: NONE EARLY CHECK-OUT CHARGE: NONE GUARANTEE REQUIRED: NO GUARANTEE OPTIONS: /G-CC DEPOSIT OPTIONS: DEPOSIT AMOUNT: )> CREDIT CARDS: AX VI DC CA *** CREDIT CARD SUBJECT TO BILLING IF CANCELLATION OR CHECK-IN REQUIREMENTS ARE NOT MET *** 6/12/2002 Page 15

16 4. Sell this room and guarantee it to AX EXP for Nick Evans. H0/G-CCAX EXP12-02/NM-EVANS NICK 1 HHL HA SS01 BCN IN10FEB OUT12FEB CORT -HA CORTES HOTEL /NP-1/R-B2TRAC EUR RACK GENERAL/RD-TWN ROOM 1 OR 2 PAX/BS- 1P/NM-EVANS NICK/G-CCAX EXP12-02/CXP-CANCEL BY 060 0PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF- *** GUARANTEE IS OPTIONAL *** CANCEL NO LATER THAN 6PM 001 DAY PRIOR TO ARRIVAL > 5. Complete the PNR. -EVANS/NICK 7T/ G*#C/1$YOUR NAME 9* H ER 1P- 7UYNXU 1.1EVANS/NICK*ADT 1 HHL HA NO01 BCN IN10FEB OUT12FEB CORT -HA CORTES HOTEL /R-EUR /NM-EVANS NICK/G-CCAX EXP12-02/CXP-CA NCEL BY 0600PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF- 2 HHL HA KK01 BCN IN10FEB OUT12FEB CORT -HA CORTES HOTEL /RG-EUR /NM-EVANS NICK/G-CCAX EXP12-02/CXP-C ANCEL BY 0600PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF SEE*OSI* P- 1.PQ T/E-LEARNING TRAVEL/DENETTE 2.PQ H T- 1.T/ TKG FAX-NOT PRICED FARE TYPE EX *** DI ITEMS EXIST *** G- 1.OSI1P HACORT 10FEB 12FEB B2TRAC 2.OSI1P HA RES GTD BY AX **** ITEMS SUPPRESSED ****/IH The confirmation number was returned only after end transaction. Also, note the OSI field referenced. HOTUSA returns verification of dates and room type. 16 6/12/2002

17 6. Display the history. Display the OSI field. *HH *G 1 R-1P P/ PRG DTE-14MAR02 DGA@PQ2 GS Z/10JAN02 SC HA HHL 10FEB HK/NO1 BCN OUT12FEB CORT -HA CORTES HOTEL /NP-1/R-B2TRAC EUR RACK GENERAL/RD-TWN ROOM 1 OR 2 PAX/BS- 1P/NM-EVANS NICK/G-CCAX EXP12-02/CXP-CANCEL BY 060 0PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF- AS HA HHL 10FEB KK1 BCN OUT12FEB CORT -HA CORTES HOTEL /NP -1/R-B2TRAC/RG-EUR RACK GENERAL/RD-TWN ROOM 1 OR 2 PAX/BS- 1P/NM-EVANS NICK/G-CCAX EXP12-02/CXP-CANCEL BY 060 0PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF SEE*OSI* *G G- 1.OSI1P HACORT 10FEB 12FEB B2TRAC 2.OSI1P HA RES GTD BY AX The associate has also returned verification of room type in the face of the PNR. 7. Change the number of people to 2. H@X/NP-2 2 HHL HA XX01 BCN IN10FEB OUT12FEB CORT -HA CORTES HOTEL /NP-1/R-B2TRAC/RG-EUR RACK GENERAL/RD-TWN ROOM 1 OR 2 PAX/ BS-1P/NM-EVANS NICK/G-CCAX EXP12-02/CXP-CANCEL BY 0600PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF SEE*OSI* 2 HHL HA SS01 BCN IN10FEB OUT12FEB CORT -HA CORTES HOTEL /NP-2/R-B2TRAC EUR RACK GENERAL/RD-TWN ROOM 1 OR 2 PAX/BS- 1P/NM-EVANS NICK/G-CCAX EXP12-02/CXP-CANCEL BY 060 0PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF- *** GUARANTEE IS OPTIONAL *** CANCEL NO LATER THAN 6PM 001 DAY PRIOR TO ARRIVAL > Both segments are returned as usual, with XX01 and SS01 status codes. No confirmation number has been returned. 6/12/2002 Page 17

18 8. End and redisplay the PNR. Look at the OSI field. ER MD 3 HHL HA KK01 BCN IN10FEB OUT12FEB CORT -HA CORTES HOTEL /RG-EUR /NM-EVANS NICK/G-CCAX EXP12-02/CXP-C ANCEL BY 0600PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF SEE*OSI* P- 1.PQ T/E-LEARNING TRAVEL/DENETTE 2.PQ H T- 1.T/ TKG FAX-NOT PRICED FARE TYPE EX *** DI ITEMS EXIST *** G- 1.OSI1P HACORT 10FEB 12FEB B2TRAC 2.OSI1P HA RES GTD BY AX * This associate has returned a new confirmation number after end transaction and remarks in the OSI field. Again, the response returned is the verification of dates and room type. Now lets look at the history of this transaction. 9. Display history. *HH#NUM 1 R-1P P/ PRG DTE-14MAR02 DGA@PQ2 GS Z/10JAN02 SC HA HHL 10FEB HK/NO1 BCN OUT12FEB CORT -HA CORTES HOTEL /NP-2/R-B2TRAC EUR RACK GENERAL/RD-TWN ROOM 1 OR 2 PAX/BS- 1P/NM-EVANS NICK/G-CCAX EXP12-02/CXP-CANCEL BY 060 0PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF- AS HA HHL 10FEB KK1 BCN OUT12FEB CORT -HA CORTES HOTEL /NP -2/R-B2TRAC/RG-EUR RACK GENERAL/RD-TWN ROOM 1 OR 2 PAX/BS- 1P/NM-EVANS NICK/G-CCAX EXP12-02/CXP-CANCEL BY 060 0PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF SEE*OSI* The modification is processed as a segment status change (SC). When a new confirmation number is returned, the associate has processed a cancel and rebook. 18 6/12/2002

19 Now that we have discussed modifications and how they process, cancellations are next. Cancellations Instructors Notes When a segment is cancelled, a message is generated to the hotel associate. A cancel message is not generated on MK or ML bookings. The PNR history is updated in the /CX- field with the hotel cancellation number from participating hotels. The cancellation number is reflected in history with a CN identifier and an HX action code. Now lets look at a list of hotel associates who participate in returning cancellation numbers. 6/12/2002 Page 19

20 Application Sharing 1. Display HELP HSA to view the list of hotel associates who participate in returning cancellation numbers. HELP HSA HOTEL SELECT ASSOCIATES HELP HOTEL ASSOC HELP HSA WORLDSPAN*S MORE THAN 200 HOTEL ASSOCIATES REPRESENT OVER PROPERTIES. HOTEL SELECT ASSOCIATES A-M HOTEL SELECT ASSOCIATES N-Z **ADDITIONAL REFERENCES** HOTEL ACCESSPLUS ASSOCIATES WORLDSPAN SYSTEM ASSOCIATES HOTEL SELECT INDEX >HELP HSA A-M( >HELP HSA N-Z( >INFO HAP( >HELP ASSOCIATES( >INFO HOTEL( The hotels are in alphabetical order. There are two different lists A-M and N-Z. 2. Display the index for A-M associates. HELP HSA A-M HOTEL SELECT ASSOCIATES HELP HOTEL ASSOC HELP HSA WORLDSPAN*S MORE THAN 200 HOTEL ASSOCIATES REPRESENT OVER PROPERTIES. END ITEM # INDICATES HOTEL SOURCE PARTICIPANT. ASTERISK * IN CX COLUMN INDICATES ADDITIONAL INFORMATION ON CANCELLATION NUMBER PROCESSING. EXPLANATION IS NOTED AT THE END OF THIS DISPLAY. HOTEL CHAIN SID COMMUNICATION CX GRS ASSOCIATES CODE CODE LINK NBRS ENTRY #ACCOR RES. SVCS RT RTQ ACCESSPLUS YES >G/HTL/RTQ( INCLUDING- SOFITEL / NOVOTEL / MERCURE / IBIS / URBIS)> 20 6/12/2002

21 Notice the headings, there is one identified as CX (Cancellation number) if there is a yes in that column that means a cancellation number is returned after the hotel segment has been canceled. 3. Display PNR for passenger Patel. *-PATEL 1P- 4HFLSF 1.1PATEL/KARIN*ADT 2 F9 653Y 09JAN WE DENSFO MK1 835A 1020A/O 3 DL1790Y 10JAN TH SFOLAX MK1 705P 842P/O E 4 UA1936Y 14JAN MO LAXSEA MK1 245P 517P/O 5 DL 706Y 15JAN TU SEAATL MK1 810A 349P/O E 6 HHL FA HK01 SFO IN15JAN OUT18JAN FA FAIRMONT SAN FRANC ISCO/RG-USD /NM-PATEL KARIN/G-CCAX EXP12-02 /CXP-BY JAN2002 LOCAL PROPERTY TIME/CF $FA$ P- 1.PQ T/WORLDSPAN TRAVEL/PAT 2.PQ H T- 1.T/ TKG FAX-NOT PRICED FARE TYPE EX 4. Cancel the hotel segments. HX >HX CX COMPLETED FOR CF $ES$ HTL SEGMENT 2 CANCELED HTL SEGMENT 4 CANCELED HTL SEGMENT 5 CANCELED HTL SEGMENT 6 CANCELED HTL SEGMENT 10 CANCELED HTL ITIN CNCL STARTING AT 2 The first line is the cancellation number and verification of which confirmation number for Embassy (Session Control) has been canceled. The other hotels simply have HTL SEGMENT X CANCELED. Let s see how the cancelled segments look in history. 6/12/2002 Page 21

22 5. End and redisplay the PNR. Display the history for hotels. ER *HH 3 R-TULBPHL CR- TUL BP HL 19MAR Z *** CN FS HHL 15JUN HX1 LAX OUT17JUN /N P-1/R-A1KRAC/RG-USD /NM-PATEL KARIN/CF /CX R-PHXFSHL CR- PHX FS HL 19MAR Z *** XS FS HHL 15JUN HK1 LAX OUT17JUN FS FOUR SEASONS HOTEL NE WPORT BEA/NP-1/R-A1KRAC/RG-USD /RD-DELUXE ROOM WITH A KIN G BED RACK RATE/BS /NM-PATEL KARIN/G-CCAX EXP12-02/CXP-CANCEL BY 6PM ON 15JUN2002 TO AVOID PENALTY/GRQ-RES ERVATIONS GUARANTEED BY CREDIT CARD/CF $FS$ AS FS HHL 15JUN SS1 LAX OUT18JUN FS FOUR SEASONS HOTEL NE WPORT BEA/NP-1/R-A1KRAC/RG-USD /RD-DELUXE ROOM WITH A KIN G BED RACK RATE/BS /NM-PATEL KARIN/G-CCAX AccessPlus In a separate response, Four Seasons has returned a CN field identifying the confirmation number and including the cancellation number for it. 4 R-P/ -CR- DGA@PQ2/1P GS 93 10JAN Z DF821C *** CN BP HHL 09JAN HX1 SLC OUT10JAN RSAUT- /N P-2/R-A2QRAC /CF /CX Hotel Source Shilo Inns has returned a separate cancellation field for the old confirmation number. 5 R-TULBPHL CR- TUL BP HL 02JAN Z *** XS ES HHL 06JAN HK1 DEN OUT08JAN ES EMBASSY SUITES DENVER - DTWN/NP-1/R-N1KRAC/RG-USD /RD-BEST AVAILABLE RATE - KN G-NON SMOKING/BS-1P/NM-PATEL KARIN/G-CCAX EXP12-02 /CXP-CANCEL BEFORE 6PM/GRQ-GUARANTEED BY CREDIT CARD/CF $ES$ XS BP HHL 09JAN HK1 SLC OUT10JAN RSAUT-BP SHILO INN SALT LAKE C ITY HOTEL/NP-2/R-A2QRAC/RG-USD /RD-DELUXE TWO QUEEN WITH W ETBAR/BS-1P/NM-PATEL KARIN/CXP-CANCEL BY 1600 DAY OF ARRIVAL S YS ADDED/CF $BP$ CN ES HHL HX1/CF /CX $ES$ Hotel Source/Session Control Embassy Suites returned the cancellation number in the same entry that the segment cancellations were processed and documented in history. 22 6/12/2002

23 6. Ignore the PNR. I >I IGNORED Instructors Notes Now lets look at how a Non-AccessPlus cancelled segment looks in history. Application Sharing 1. Display the PNR for passenger Evans. *-EVANS 1P- 7UYNXU 1.1EVANS/NICK*ADT 1 HHL HA KK01 BCN IN10FEB OUT12FEB CORT -HA CORTES HOTEL /RG-EUR /NM-EVANS NICK/G-CCAX EXP12-02/CXP-C ANCEL BY 0600PM 001 DAYS PRIOR TO ARRIVAL SYS ADDED/CF SEE*OSI* P- 1.PQ T/E-LEARNING TRAVEL/DENETTE 2.PQ H T- 1.T/ TKG FAX-NOT PRICED FARE TYPE EX *** DI ITEMS EXIST *** G- 1.OSI1P HACORT 10FEB 12FEB B2TRAC 2.OSI1P HA RES GTD BY AX **** ITEMS SUPPRESSED ****/IH 6/12/2002 Page 23

24 2. Cancel the hotel segment. End and redisplay the PNR. Display the history for hotels. HX ER *HH 1 R-1P P/ PRG DTE-14MAR02 DGA@PQ2 GS Z/10JAN02 CN HA HHL 10FEB HX1 BCN OUT12FEB CORT - /N P-2/R-B2TRAC /CF /CX The segment processes as a cancel only. HOTUSA does participate in cancellation numbers (HELP HSA) and a cancellation number should be returned in a separate response. To verify that an associate does return cancellation numbers, see either HELP HSA and continue to the appropriate associate, or see INFO XXQ (XX = chain code). PowerPoint - 6 Guidelines for Canceling Hotel Segments Some hotels manually add a cancellation number, which produces a slightly different display. The /CX- field may include a message instead of a number, for example, /CX-PAST TIME LIMIT TO CANCEL. Periods, spaces, dashes, asterisks and a maximum of 25 alpha/numeric characters are allowed. Multiple cancellation numbers can appear in a single history item. 24 6/12/2002

25 Cancel Policy in Hotel Segment Instructors Notes If a hotel associate participates in the cancellation column in Hotel Source availability, Worldspan places the cancellation information in the /CXP- field of the booked hotel segment. The information prints on the itinerary/invoice. This field advises of the hotel cancellation policy obtained directly from the hotel associates system. When canceling a segment and penalties apply, some hotel associates send a warning message advising you of the penalty. Be sure to read your responses. When a redisplay is made, the response is removed from the screen and the hotel segment is removed from the itinerary. Once the segment is canceled, if the PNR is ended (ET), a message is sent to the hotel associate to finalize the cancellation. If the PNR is ignored (I), the complete cancellation transaction is ignored. A cancellation number is received, but not processed or recorded in history. For further information on this field, refer to INFO H/CXP-. 6/12/2002 Page 25

26 Hotel Session Control Instructors Notes Hotel Session Control provides true ignore and cancel transactions. A modification is handled as a true modification, not a cancel/rebook. PowerPoint - 7 Features of Hotel Session Control Allowing changes to any field in a hotel segment without assigning a new confirmation number. Allowing hotel bookings to be ignored prior to end transaction (ET) without cancellation penalties. Returning cancellation numbers prior to end transaction (ET). Providing a cancel warning (if applicable) at the time of cancel and prior to end transaction (ET). Instructors Notes Hotel Session Control participants can send cancellation numbers and penalty information at the time a hotel segment is canceled, but prior to PNR ignore or end transaction (ET). The keyboard is locked until the cancellation number is received. If multiple hotel segments are canceled, all the messages are sent at one time and the keyboard remains locked until all cancel numbers are processed. A maximum of 10 segments can be canceled at one time. If more than 10 are canceled, the remaining canceled segments are processed after end transaction (ET). Let s look to see who is a participant in Hotel Session Control. 26 6/12/2002

27 Application Sharing 1. Display HC-SESSION and review the list of Hotel Session Control participants. HC-SESSION MD HOTEL SESSION CONTROL ASSOCIATES RT ACCOR HOTELS AM ADAMS MARK AS ALL SUITES HOTELS AA AMERICINNS INTERNATIONAL AE AMERIHOST INN HOTELS AJ AMERISUITES AN ANA WK WARWICK HOTELS WL WELLESLEY INNS AND SUITES WI WESTIN WM WESTMARK HOTELS WG WINGATE INN WY WYNDHAM TOTAL ASSOCIATES 175 The bottom of the display is updated with the number of participants. In this lesson, we discuss 4 examples of Hotel Session Control. First example is of a new hotel booking. 6/12/2002 Page 27

28 2. Direct sell Best Western property 05108, check in on the 5 th of next month, and check out on the 7 th, for one person. The room type is A2QRAC, add name field for John Smith and guarantee sending a deposit. HNP-BW05108/D05MMM07MMM1/R-A2QRAC/NM-SMITH JOHN/G-DEP 1 HHL BW SS01 SFO IN05FEB OUT07FEB BW BEST WESTERN CIVIC CENTER INN/NP-1/R-A2QRAC/RG-USD /RD-DLX TWO QUEEN BEDS F OR STANDARD RATE/BS-1P/NM-SMITH JOHN/G-DEP/CXP-TO RECEIVE REFUND CANCEL BY 4PM /CF $BW$ TAX: 14 PERCENT GRQ-DEPOSIT OF MUST BE RCVD BY THE WORLDS LARGEST HOTEL CHAIN $BW$ > On a new booking, an immediate confirmation number is received. The sell is not final until the PNR is ended. If the booking is ignored, no cancellation penalties apply. 3. Complete the PNR and end the record. -SMITH/JOHN G*#C/1$YOUR NAME 9* H 7/T ER 1P- LVJIE6 1.1SMITH/JOHN*ADT 1 HHL BW HK01 SFO IN05FEB OUT07FEB BW BEST WESTERN CIVIC CENTER INN/RG-USD /NM-SMITH JOHN/G-DEP/CXP-TO RECEIVE RE FUND CANCEL BY 4PM /CF $BW$ P- 1.PQ T/E-LEARNING TRAVEL/DENETTE 2.PQ H T- 1.T/ TKG FAX-NOT PRICED FARE TYPE EX *** DI ITEMS EXIST *** **** ITEMS SUPPRESSED ****/IH > 28 6/12/2002

29 Second example is of changing an existing hotel booking that has been ended. 4. Change the number of people to 2. 1 HHL BW XX01 SFO IN05FEB OUT07FEB BW BEST WESTERN CIVIC CENTER INN/NP-1/R-A2QRAC/RG-USD /RD-DLX TWO QUEEN BEDS F OR STANDARD RATE/BS-1P/NM-SMITH JOHN/G-DEP/CXP-TO RECEIVE REFUND CANCEL BY 4PM /CF $BW$ 1 HHL BW SS01 SFO IN05FEB OUT07FEB BW BEST WESTERN CIVIC CENTER INN/NP-2/R-A2QRAC/RG-USD /RD-DLX TWO QUEEN BEDS F OR STANDARD RATE/BS-1P/NM-SMITH JOHN/G-DEP/CXP-TO RECEIVE REFUND CANCEL BY 4PM /CF $BW$ TAX: 14 PERCENT GRQ-DEPOSIT OF MUST BE RCVD BY THE WORLDS LARGEST HOTEL CHAIN $BW$ When the desired field is changed, the change is not final until the PNR is ended. If the transaction is ignored, the changes do not apply and the PNR returns to the original status. Third example is of canceling an existing hotel booking. 5. Cancel the hotel booking. HX CX COMPLETED FOR CF $BW$ HTL SEGMENT 1 CANCELED HTL ITIN CNCL STARTING AT 1 > The response is a cancellation number (CX-) for confirmation number (CF-). If the PNR is ended, the message is sent to the hotel associate to finalize. The hotel segment and cancellation number are placed in history. If the PNR is ignored, the cancellation number received is discarded. The number is not processed or recorded. 6/12/2002 Page 29

30 Fourth example is of canceling a hotel booking where penalties apply. 6. Ignore and redisplay the PNR. Direct sell Best Western property 05244, check in on the 16 th of next month, and check out on the 17 th for one person, for room type A1QRAC. Guarantee the room to AX EXP IR HNP-BW05244/D16MMM17MMM1/R-A1QRAC/G-CCAX EXP HHL BW SS01 SFO IN16FEB OUT17FEB BW BEST WESTERN EL RA NCHO INN SUI/NP-1/R-A1QRAC/RG-USD /RD-DLX ONE QUEEN BED F OR STANDARD RATE/BS-1P/NM-SMITH JOHN/G-CCAX EXP02-03/CXP-TO AVOID BEING BILLED CANCEL BY 6PM /CF $BW$ TAX: 10 PERCENT GRQ-GUARANTEED FOR ONE NIGHT THE WORLDS LARGEST HOTEL CHAIN $BW$ **Need to find another example** 7. End and redisplay the PNR. Cancel the hotel segment you just booked for BW X2 (BE SURE TO CANCEL THE CORRECT SEGMENT) CX COMPLETED FOR CF $BW$ NEXT REPLACES 2 **Need to find another example** When the cancel is complete some hotel associates send a cancel warning message. If the PNR is ended, a message is sent to the associate to finalize. The credit card is billed (if applicable). The first 90 characters of the cancel warning are placed in the /SI- field of the cancellation number (/CN) item in history. A message is sent to the booking agency s SID message queue (97), category 0. If the PNR is ignored, the cancellation number and information are discarded. The number and penalty is not processed or recorded in history. The PNR is returned to the original status. 30 6/12/2002

31 Follow Me URL: dls3.wspan.com/learningspace4/courses/documents/hotelsessionwarning.h tm PowerPoint 8/9 Things to remember Hotel Session Control does not apply to a segment if the AccessPlus link is unavailable. When canceling a hotel segment and a cancellation number and/or penalty information is received via a response to the screen, the response is removed from the screen and the hotel segment is removed from the itinerary upon any redisplay entry. 6/12/2002 Page 31

32 If multiple hotel segments are canceled (HX), the cancel messages are processed one at a time and the keyboard is locked until all transactions are complete. A response displays to the screen for each segment canceled. A maximum of 10 session control segments can be processed prior to end transaction. Any in excess of 10 are sent and canceled after end transaction. If a cancellation number or warning message is not received within a reasonable time period, the transaction is processed after the PNR is ended. Next we are going to look at hotel segment suppression. 32 6/12/2002

33 Hotel Segment Suppression Instructors Notes Extensive hotel segments can easily take an entire screen. Therefore, certain parts of the hotel segment are suppressed when a PNR is retrieved or redisplayed. Application Sharing 1. Display INFO HTL SUPPRESS and review the list of suppressed fields. INFO HTL SUPPRESS HOTEL SEGMENT SUPPRESSION INFO HTL SUPPRESS THE HOTEL SEGMENT CAN EASILY TAKE UP AN ENTIRE SCREEN. WORLDSPAN HAS CONTACTED HOTEL COMPANIES WITH PROPERTIES IN THE VICINITY OF THE NYC WORLD TRADE CENTER AND OFFERS THIS UPDATE ON OPERATIONS EXAMPLE OF HOTEL SEGMENT AT PNR RETRIEVAL 1 HHL RD HK01 PAR IN23DEC OUT03JAN RD EIFFEL TOWER/ /RG1-FRF /NM-DEAN L/FG /G-DEP/CXP-TO RECEIVE REFUND CANCEL 30 DAYS PRIOR TO ARRIVAL LOCAL HOTEL TIME ZONE OR YOU WILL BE BILLED FOR THE ENTIRE STAY/ CF $RD$ SUPPRESSED FIELDS--)>MD /NP- NUMBER OF PERSONS /RD- ROOM DESCRIPTION /CD- CORPORATE DISCOUNT /W- WRITTEN CONFIRMATION /IT- INCLUSIVE TOUR /SP- SPECIAL PRINT /CM- COMMISSION FIELD /EC- EXTRA CHILD /RA- ROLLAWAY ADULT /RL- ROOM LOCATION /R- ROOM TYPE /BS- BOOKING SOURCE /FT- FREQUENT TRAVELER /EX- EXTRA PERSON CHARGE /ARR- ARRIVAL TIME /SI- SUPPLEMENTAL INFO /CR- CRIB /PUP- AIRPORT PICK UP /RC- ROLLAWAY CHILD /RG2- RATE GUARANTEE *RG2 THRU RG6 ARE SUPPRESSED* 6/12/2002 Page 33

34 This page lists the fields suppressed from normal view as well as the formats to display the entire hotel segment. At any time, you can display the entire hotel segment by using either *AD, *IH, or *IX. After end transaction, you can display the entire hotel segment by using either *HA, *HAH, or *HH. Next we are going to look at time-out messaging. Time-out Message Instructors Notes Because many hotel associates have an internal timer that requires a reservation to be ended or ignored within 55 minutes to 3 hours of a sell, Worldspan has created a timer that identifies hotel segments which have been inactive for minutes. This timer allows Worldspan to send 2 unsolicited messages (USMG) prior to hotel associate time-outs. The first message is sent 15 minutes prior to associate time-out, or 40 minutes of PNR inactivity. If the user does not ignore or end transaction, another message is sent 5 minutes prior to time-out, or 50 minutes of PNR inactivity. If no action is taken after the second message, an automatic hotel associate time-out occurs after 55 minutes of PNR inactivity. 34 6/12/2002

35 Summary review PowerPoint 10 Summary AccessPlus and non-accessplus hotel participants process modifications as a cancel/rebook unless stated in INFO XXQ (XX = chain code) Hotel Session Control participants allow modification of any field without sending a new confirmation number. HC-SESSION lists Hotel Session Control participants. PowerPoint 11 Summary Hotel Session Control participants advise cancellation number in the immediate response when canceled. Other participants that participate in cancellation numbers (HELP HSA) respond with cancellation number in a separately processed /CN- field in history. Hotel Source participants that are participants in Cancel Policy in availability also include the information in a /CXP- field in the confirmed segment. 6/12/2002 Page 35

36 PowerPoint 12 Summary Hotel Session Control allows for true cancel/modify processing. If the transaction is ignored, cancellation and new confirmation numbers are ignored and segments are returned to original status. Hotel segment suppression suppresses certain hotel fields (INFO HOTEL SUPPRESS) from normal view unless designated entries are used to display the complete hotel segment. PowerPoint - 13 HELP and INFO Pages HELP HSA HC-SESSION INFO XXQ (XX = Chain code) INFO HTL SUPPRESS Lists hotel select participants who participate in returning cancellation numbers Lists Hotel Session Control participants Lists information specific to the hotel participant including level of participation Lists fields suppressed from normal view in a hotel segment 36 6/12/2002

37 PowerPoint - 14 Questions PowerPoint - 15 Related Topics Virtual Classes Hotel Select Booking Hotel Select Levels of Participation Hotel Select Reference Points Hotel Select Default Record Self-Paced Tutorials Hotel Select PowerPoint - 16 Thank You For participating in the Hotel Select Modification and Cancellation session For questions and comments, please send an to: training@worldspan.com PowerPoint - 17 Evaluation 6/12/2002 Page 37