Unit 1 Table of Contents SECTION ONE - SYSTEM ONE ACCESS INTRODUCTION TO COMPUTER RESERVATIONS COMPUTER RESERVATIONS SYSTEMS............................... 4 YOUR APPROACH TO SYSTEM ONE................................. 6 TERMS.................................................. 7 UNIT 1 REVIEW............................................. 9 Unit 2 SYSTEM ONE CRS AGENT WORKSTATIONS WORKSTATIONS........................................... 12 SIGN IN................................................. 12 SIGN OUT............................................... 14 SIGN IN/OUT REVIEW EXERCISE.................................. 15 TELEX 080A TERMINAL........................................ 16 TELEX 080A TERMINAL EXERCISE................................. 18 SYSTEM ONE PC IBM PS/2...................................... 20 IBM PS/2 EXERCISE.......................................... 22 SCREEN MANAGEMENT FOR TRAINING.............................. 24 Unit 3 SELF START COMPUTER BASED TRAINING (CBT) INTRODUCTION TO SELF START COMPUTER BASED TRAINING................ 26 SELF START CBT STUDENT COMMANDS AND SIGN OFF..................... 27 UNIT 3 REVIEW EXERCISE...................................... 28 Unit 4 SYSTEM ONE INFORMATION SYSTEMS GENIE.................................................. 30 GENIE EXERCISE........................................... 30 SYSTEM ONE HELP SYSTEM.................................... 32 FLIFO.................................................. 35 FLIFO CODES............................................. 37 SYSTEM ONE INFORMATION SYSTEMS REVIEW/EXERCISE................... 38 iii
SECTION TWO Unit 5 CITY PAIR AVAILABILITY HELP AVL You will utilize flight availability on a daily basis. Availability and schedule displays give you flight segment information for air transportation offered between two cities. The information contained in these displays is similar to that shown in the Official Airline Guide (OAG). Availability displays give the additional information of the number of seats available for sale and the on time dependability of any given segment. System One provides schedules and flight availability for most airlines for approximately 330 days into the future. The flights are displayed in the "best trip" order. That is, the departure time closest to that you requested up to one and one half hours earlier and one hour later and with the least elapsed time beginning with non-stop flights, then direct flights, then programmed connecting flights. The basic availability entry is shown below. The various modifications are then listed for you on the following page. Finally, practice exercises are provided for you to increase your proficiency. ENTRY A25MAYATLORD4P Explanation/Response Display Availability. A Function Identifier for Availability. 25MAY Travel Date. ATLORD Departure and Arrival Cities. 4P Departure Time preferred. AVAILABILITY DISPLAY: A2MAYATLORD4P (1) (2) (3) (4) (5) MO 02MAY E C ALT*DEST (6)(7)(8) (9) (10) (11) (12) (13) (14) (15) (16)(17)(18) 1+DL 876 F4 Y4 B4 M4 H4 Q4 K4 L4 ATL ORD 319P 414P 767-0 / 5 2+UA 1628 F4 Y4 B4 M4 Q4 H4 F4 ATL ORD 400P 446P 72A - 0 / 7 3 AA 2126 F4 Y4 B4 M4 V4 Q4 H4 K4 ATL ORD 441P 533P 72S S 0 / 7 4+DL 740 F4 Y4 B4 M4 H4 Q4 K4 ATL ORD 508P 609P L10 D 0 / 3 5+UA 271 F4 Y4 B4 M4 V4 Q4 H4 K4 ATL ORD 511P 615P 72A D 0 / 5 6 AA 1051 F4 Y4 B4 M4 V4 Q4 H4 K4 ATL ORD 647P 745P 100 D 0 / 6 7+DL 1675 F4 Y4 B4 M4 H4 Q4 K4 L4 ATL ORD 714P 815P 767 S 0 / 2 8+UA 665 F4 Y4 B4 M4 Q4 H4 V4 ATL ORD 747P 845P 732-0 / 7 > (1) Day of the week. (13) Arrival, local time. (2) Departure date. (14) Type of aircraft (equipment). (3) Time Zone Indicator. (15) Meal service code. (Origin and Destination) B - Breakfast (4) Alternative Service Indicator. E - Continental Breakfast (5) Alternate airports serving the metro area. L - Lunch DEST - destination, ORIG - origin D - Dinner (6) Line number. S - Snack (7) + Designates Complete Access. F - Fee for a meal (8) Airline code. (16) Intermediate stops. (9) Flight number. (17) Direct Access Indicator. (10) Availability by booking class code. (18) On time dependability. (11) Departure and arrival airport. (8 = arrives 80 to 89.9% of the time) (12) Departure, local time. 47
Unit 14 SECTION FOUR CAR SELL HELP CAR S As with air segments, there are two ways to sell car segments: Sell From a Display or Direct Sell. Sell From Display Designate the airline segment the car segment will follow with the necessary line and column number from the display. You can sell from the following displays: CA - Car Availability display C$ - Car Rates and Availability display CK - Auto Choice - check for the best value CLI - Car Location Index display The CA and C$ displays can be for one car company or multiple companies, whichever you requested. You adjust the sell entry to fit the display. Direct Sell Sometimes it is not necessary to look at an availability display in order to sell a car rental. You and/or your client may know exactly what car is required. Sell by reference to an air segment on a PNR, including the Vehicle Type and Rate Category. Whichever method you choose, System One will assist you by performing the following automated functions: CONSTRUCT A CAR SEGMENT with either an SS or NN status code, display an availability instead, or give you a specific reject message. REJECT any attempt to sell a car for a closed (c), or not carried (-) car type. INSERT the flight arrival information when segment reference is used. INSERT the car segment into the PNR. INSERT the /CF- field into the segment. (The /CF- optional field will be covered later.) INSERT the /BS- field into the segment. (The /BS- field will be covered later.) SELL FROM A DISPLAY To sell from one of the displays you can begin with a PNR: 1.KLYANTS/JACK MR 2. KLYANTS/JILL MRS 3. KLYANTS/JENNIFER MISS 1 AA 525Y 03JUN 1 BOSORD SS3 750A 944A 2 UA 762Y 07JUN 5 ORDJFK SS3 155P 505P 3*AA 4989Y 13JUN 4 JFKBOS SS3 815A 930A P- 1. BOS617 555-9876-T-FLY AWAY TRAVEL/BOSTON MA/S1/BP 2. BOS617 455-6677-H T- TAW/01JUN 228
Unit 15 SECTION FOUR SYSTEM ONE HOTELS HELP HTL The Global Guest Hotel program in System One has been designed to provide you with a quick and easy way to access all the necessary information to answer your client s questions and book hotel reservations. You have a selection of displays and entries to work from, depending on the needs of the situation. Function Code Function H$ Hotel Rate Availability Display contains three property displays per screen. HA Hotel Availability status over a 47 day period. HD Hotel Description contains information pertaining to each participating hotel. HS Hotel Sell to sell from availability display. 0HTL Sell Hotel Segment to create a hotel segment for a hotel booked by phone. HC Change Hotel Segment. X Cancel Hotel Segment. CFH ConFirm Hotel Segment (for Complete Access transactions). HLI Hotel List Index is a list of participating hotels in a given city. DN Displays hotel city codes. These are three-letter codes created by the hotel program for smaller cities without 3-letter airline codes. The three-letter codes are used in availability entries. Where there are city codes and airport codes, i.e., DFW and DAL, HOU and IAH, the displays will be different meaning north, south, east, and west of the airport is different than north, south, east, and west of the city. The number 1 precedes all Complete Access entries. In the complete accessing of hotel computer systems, the number is followed by a two letter code indicating the specific hotel. A list of current Complete Access companies can be found in HELP COMPLETE ACCESS. 1RA Ramada 1BW Best Western 1MC Marriott 1DI Days Inn 1RC Residence Inn 1EZ Edwardian Hotels 1HI Holiday Inn 1HG Homewood Suites 1ES Embassy Suites 1LQ La Quinta Hotels 1HX Hampton Inn 1SG Shangri-La Hotels 1UI Utell Hotels 254
SECTION TWO - SYSTEM ONE AIR RESERVATIONS FUNCTION IDENTIFIERS....................................... 41 Unit 5 FLIGHT AVAILABILITY AND SELL ENCODE AND DECODE CITIES AND AIRPORTS.......................... 44 ENCODE AND DECODE AIRLINES.................................. 45 ENCODING AND DECODING SUMMARY.............................. 46 CITY PAIR AVAILABILITY....................................... 47 AVAILABILITY ENTRY VARIATIONS................................. 48 ADDITIONAL AVAILABILITY...................................... 49 AVAILABILITY BY CONNECTING FLIGHT.............................. 50 MINIMUM CONNECTING TIMES................................... 50 DIRECT ACCESS COMPLETE ACCESS............................... 51 DIRECT ACCESS AVAILABILITY................................... 51 ADDITIONAL DIRECT ACCESS AVAILABILITY............................ 52 AVAILABILITY REVIEW........................................ 53 AVAILABILITY EXERCISE....................................... 55 SELLING................................................ 57 SELL FROM AVAILABILITY...................................... 57 SELL CONNECTING FLIGHTS FROM AVAILABILITY........................ 58 SELL BY FLIGHT NUMBER (LONG SELL).............................. 58 SEGMENT STATUS CODES...................................... 59 SUMMARY............................................... 59 SELL REVIEW............................................. 60 SELL EXERCISE............................................ 61 Unit 6 ITINERARY FIELD KLYANTS ITINERARY......................................... 64 SEGMENT CONTINUITY........................................ 64 ARNK - ARRIVAL UNKNOWN..................................... 65 INSERT AFTER SEGMENT...................................... 66 OPEN SEGMENTS........................................... 67 CANCEL SEGMENTS......................................... 68 WAITLISTING FLIGHT SEGMENTS.................................. 69 SEGMENT ACTION/ADVICE/STATUS CODES............................ 70 ITINERARY REVIEW.......................................... 71 ITINERARY EXERCISE........................................ 72 iv
Unit 7 MANDATORY PNR FIELDS PASSENGER NAME RECORDS................................... 74 CREATE YOUR OWN PNR...................................... 75 NAME FIELD.............................................. 76 PHONE FIELD............................................. 77 KLYANTS NAME FIELD AND PHONE FIELD EXERCISE...................... 77 TICKETING FIELD........................................... 78 RECEIVED FROM FIELD....................................... 79 END TRANSACTION.......................................... 79 PNR FIELDS REQUIRED TO END TRANSACTION......................... 80 KLYANTS PNR EXERCISE...................................... 80 MANDATORY PNR FIELDS REVIEW................................. 81 MANDATORY PNR FIELDS EXERCISE................................ 83 Unit 8 OPTIONAL PNR FIELDS SUPPLEMENTARY FIELDS INTRODUCTION............................ 86 GENERAL FACTS (GFAX)....................................... 87 SPECIAL SERVICE REQUESTS................................... 88 SPECIAL SERVICE REQUESTS - SPECIAL MEALS......................... 88 SPECIAL SERVICE REQUESTS - WHEELCHAIRS......................... 89 SPECIAL SERVICE REQUESTS - PETS............................... 90 SPECIAL SERVICE REQUESTS - CODES.............................. 90 OTHER SERVICE INFORMATION................................... 91 GFAX - UNACCOMPANIED MINOR.................................. 91 CHANGE/DELETE GFAX....................................... 92 KLYANTS FACTS PNR - EXERCISE................................. 92 REMARKS............................................... 93 COMMISSION RATE REMARKS................................... 93 FORM OF PAYMENT REMARKS................................... 94 ENDORSEMENT REMARKS...................................... 94 ADDRESS REMARKS......................................... 94 MISCELLANEOUS REMARKS..................................... 95 CUSTOM CODED REMARKS..................................... 95 CHANGE/DELETE REMARKS..................................... 95 GROUPING ITEMS FOR ENTRY................................... 95 PNR FIELDS SUMMARY........................................ 96 OPTIONAL PNR FIELDS REVIEW I.................................. 97 OPTIONAL PNR FIELDS EXERCISE I................................. 98 FREQUENT TRAVELER INFORMATION............................... 99 ADVANCE SEAT RESERVATIONS INTRODUCTION........................ 100 ADVANCE SEAT RESERVATIONS - AREA REQUEST....................... 102 ADVANCE SEAT RESERVATIONS - SPECIFIC SEAT REQUEST.................. 104 CANCELING AND CHANGING SEATS................................ 104 SEAT MAPS.............................................. 105 SAMPLE SEAT MAP - CONTINENTAL................................ 106 SAMPLE SEAT MAP - AMERICAN AIRLINES............................. 107 SAMPLE SEAT MAP - DELTA AIR LINES............................... 108 SAMPLE SEAT MAP - UNITED AIRLINES.............................. 109 BOARDING PASSES.......................................... 110 OPTIONAL PNR FIELDS REVIEW II.................................. 111 OPTIONAL PNR FIELDS EXERCISE II................................ 112 v
Unit 9 PNR CHANGES INTRODUCTION TO PNR CHANGES................................. 116 DISPLAY PNR............................................. 117 ITINERARY CHANGES........................................ 118 CANCEL/CHANGE ITINERARY.................................... 119 CHANGE/DELETE PASSENGER DATA................................ 119 DIVIDE................................................. 120 DIVIDE PROCESS........................................... 121 REDUCE NUMBER IN PARTY..................................... 122 PNR HISTORY............................................. 123 PNR CHANGES REVIEW....................................... 124 PNR CHANGES EXERCISE...................................... 125 Unit 10 PNR MAINTENANCE PROFILES............................................... 128 SAMPLE CLIENT INFORMATION PROFILE............................. 129 DISPLAY PROFILES.......................................... 129 TRANSFER PROFILE PROCESS................................... 130 TRANSFER PROFILE DATA TO A PNR................................ 131 FROM PNR TO PROFILE....................................... 131 FROM PROFILE TO PROFILE..................................... 132 CREATE PROFILES.......................................... 132 CREATE YOUR OWN PROFILE - EXERCISE............................ 134 CHANGE/DELETE A PROFILE.................................... 134 INTRODUCTION TO QUEUES..................................... 135 PRE-ASSIGNED QUEUES....................................... 136 MANUAL QUEUES........................................... 137 PLACING PNRS ON QUEUE..................................... 137 MESSAGE QUEUE........................................... 137 QUEUE COUNTS............................................ 138 WORKING PNR QUEUES....................................... 139 WORKING MESSAGE QUEUES.................................... 140 SCHEDULE CHANGE......................................... 140 WORKING SCHEDULE CHANGE................................... 141 ACTION/STATUS CODES....................................... 141 PNR MAINTENANCE REVIEW.................................... 143 vi
SECTION THREE - FARING AND TICKETING FUNCTION IDENTIFIERS....................................... 147 Unit 11 SYSTEM ONE FARE QUOTE CALCULATOR FUNCTIONS...................................... 150 CALCULATOR FUNCTIONS - FARE BREAKDOWN......................... 150 CALCULATOR FUNCTIONS - DATE AND TIME........................... 151 CALCULATOR FUNCTIONS - ARITHMETIC............................. 152 CURRENCY CONVERSION...................................... 153 CURRENCY CODES.......................................... 154 TERMS................................................. 154 SAMPLE TARIFF DISPLAY...................................... 156 TARIFF DISPLAY OPTIONS...................................... 157 PASSENGER AND FARE TYPE CODES............................... 157 FARE RULES DISPLAYS....................................... 158 QUICK QUOTE............................................. 158 QUICK QUOTE OPTIONS....................................... 159 QUICK QUOTE FARE RULES..................................... 159 INTERNATIONAL FARING TERMS.................................. 160 INTERNATIONAL TARIFF DISPLAYS................................. 161 INT L TARIFF DISPLAY OPTIONS - SPECIFIED GLOBAL DIRECTION............... 163 INT L TARIFF DISPLAY OPTIONS - APPLICATION OF MILEAGE SYSTEM............ 163 INT L TARIFF DISPLAY OPTIONS - EXCESS MILEAGE SURCHARGES.............. 164 INTERNATIONAL QUICK QUOTE................................... 164 DIRECT ACCESS FARES AND RULES................................ 165 FARE QUOTE REVIEW........................................ 166 FARE QUOTE EXERCISE....................................... 168 Unit 12 SYSTEM ONE ITINERARY PRICING INTRODUCTION TO ITINERARY PRICING.............................. 172 PRICING DOMESTIC ITINERARIES.................................. 173 PRICING THE KLYANTS PNR EXERCISE.............................. 173 PRICING ALASKA AND HAWAII.................................... 174 PRICING OPTIONS - SPECIFY PASSENGER TYPE......................... 175 PRICE KLYANTS PNR........................................ 176 PRICING OPTIONS - NAME SELECT................................. 177 PRICING OPTION - SEGMENT SELECT............................... 179 BEST BUY PRICING - LOWEST AVAILABLE FARE......................... 180 BEST BUY PRICING - LOWEST POSSIBLE FARE.......................... 181 BEST BUY PRICING - LOWEST AVAILABLE FARE AND REBOOK................. 182 BEST BUY PRICING.......................................... 183 ACCESS AVAILABILITY FROM A FARE DISPLAY.......................... 184 PRICING INTERNATIONAL ITINERARIES.............................. 185 FARESHARE SYNOPSIS....................................... 187 ITINERARY PRICING REVIEW.................................... 188 ITINERARY PRICING EXERCISE................................... 191 vii
Unit 13 SYSTEM ONE TICKETING TICKETING TERMS.......................................... 196 TICKETING THE PNR......................................... 198 SAMPLE ITINERARY/INVOICE.................................... 199 AUTOMATED TICKETING....................................... 200 ITINERARY PRICING OPTIONS.................................... 200 AUTOMATED TICKETING ENTRIES................................. 201 TRANSITIONAL STORED TICKET.................................. 201 TICKET REMARKS........................................... 202 TICKET REMARKS ENTRIES..................................... 203 SAMPLE TICKET WITH REMARKS.................................. 204 ITINERARY/INVOICE AND REMARKS................................ 205 SAMPLE PNR WITH ITINERARY/INVOICE REMARKS........................ 207 SAMPLE ITINERARY/INVOICE WITH REMARKS.......................... 207 CREDIT VERIFICATION SYSTEM................................... 208 ELECTRONIC CREDIT CARD PROCESSING............................ 208 TICKETING REVIEW.......................................... 209 TICKETING EXERCISE........................................ 211 SECTION FOUR - AUXILIARY RESERVATIONS FUNCTION IDENTIFIERS....................................... 217 AUXILIARY SERVICE SEGMENTS.................................. 218 Unit 14 SYSTEM ONE CAR RENTAL AUTO-MATIC INTRODUCTION TO CAR RENTAL.................................. 220 TERMS AND POLICIES........................................ 221 AUTO-MATIC.............................................. 223 STEPS TO BOOK A CAR RENTAL.................................. 224 CAR LOCATION INDEX........................................ 225 CAR AVAILABILITY DISPLAYS.................................... 226 AVAILABILITY AND RATES...................................... 226 CAR SELL............................................... 228 SELL FROM A DISPLAY........................................ 228 DIRECT SELL............................................. 230 KLYANTS PNR EXERCISE...................................... 230 CAR AVAILABILITY.......................................... 231 CAR AVAILABILITY AND SELL.................................... 232 SELL FROM A DISPLAY........................................ 232 CAR RULES.............................................. 233 COMPLETE ACCESS CARS...................................... 234 KLYANTS CAR PNR - SELL EXERCISE............................... 235 OPTIONAL ENTRIES.......................................... 236 MODIFYING OPTIONS......................................... 237 INFORMATIONAL OPTIONS...................................... 238 KLYANTS PNR - CAR OPTIONAL ENTRIES EXERCISE...................... 239 CAR SEGMENT MODIFICATIONS.................................. 240 KLYANTS PNR - CAR SEGMENT MODIFICATIONS EXERCISE.................. 241 AUTO CHOICE............................................. 242 CAR RENTAL REVIEW........................................ 243 CAR RENTAL EXERCISE....................................... 245 viii
Unit 15 GLOBAL GUEST HOTELS INTRODUCTION TO HOTELS..................................... 250 TERMS................................................. 251 SYSTEM ONE HOTELS........................................ 254 STEPS TO BOOK HOTEL ACCOMMODATIONS........................... 255 HOTEL RATE AVAILABILITY..................................... 256 HOTEL RATE AVAILABILITY ENTRIES................................ 258 HOTEL RATE CHANGE........................................ 259 HOTEL AVAILABILITY STATUS.................................... 260 HOTEL DESCRIPTION......................................... 261 SELL HOTEL FROM RATE AVAILABILITY DISPLAY......................... 263 KLYANTS HOTEL SELL PNR EXERCISE............................... 264 SELL FEATURES............................................ 265 SELL OPTION ITEMS......................................... 267 HOTEL OPTION CODES AND TRANSACTIONS........................... 268 KLYANTS HOTEL OPTIONS PNR EXERCISE............................ 269 CHANGE AND CANCEL........................................ 270 CHANGING OPTIONAL ITEMS.................................... 270 SUMMARY OF CHANGE AND CANCEL FEATURES......................... 271 COMPLETE ACCESS......................................... 272 KLYANTS HOTEL COMPLETE ACCESS PNR EXERCISE...................... 273 "OFF-LINE" HOTEL CODES...................................... 273 HOTEL LIST INDEX.......................................... 274 HOTEL LIST EXERCISE........................................ 274 HOTEL REVIEW............................................ 275 STEPS TO BOOK HOTEL ACCOMMODATIONS........................... 277 HOTEL PNR EXERCISE........................................ 278 GLOSSARY ix