Ground Transportation Reservation Script Training
Table of Contents Introduction 5 Invoking the script 7 Agent name set up 9 Booking options 10 Quick Book 11 Regular Book 13 Choosing Locations 14 Airports 16 Hotels 17 International locations 18 2
Table of Contents (continued) Verification page 19 Auto-Calculate or Set Time 20 Service Provider & Car Type 21 Accounting Options 22 Passenger Info 23 Pickup Instructions 24 Drop-off Instructions 24 Reservation Notes 25 Stops 26 Submitting a Booking 27 Confirmations 28 3
Table of Contents (continued) UC s (declined requests) 29 Reservation Detail 30 TVL Segment 31 Cancellations 32 Unmasking credit cards 35 Do s and Don ts 39 Help/Technical support 42 4
WHAT IS IT? The GT3 system is a service that allows you to book ground transportation/hired car service through Worldspan GoRes! GDS Connect allows you to easily, quickly, and seamlessly book ground transportation reservations through the Worldspan CRS at the point-of-sale. WHY ARE WE USING IT? It saves time for you and your client by providing increased accuracy, valuable reporting data, and the elimination of outbound calls to ground travel suppliers. HOW MUCH TIME? GT3 s GDS Connect solution reduces point-of-sale booking time from 7+ minutes to a matter of seconds. The script interface facilitates a round-trip booking to be completed in as little as five keystrokes, with vendor-provided confirmation numbers in as little as 30 seconds. SO WHAT S IN IT FOR ME? The value to your client is enhanced when you are able to spend more time servicing their needs instead of wasting it on a lengthy manual booking process. GDS Connect eliminates potential phone booking errors by transmitting address, name, and billing information directly from the passenger PNR to the ground service provider. 5
Over 200 of the Fortune 500 companies are on the GDS Connect booking tool. The fastest solution to your client s ground travel needs is now found right on your desktop. GDS Connect eliminates phone-work by providing the quickest confirmation for your clients and extreme ease of use for you. 6
Once you have built a PNR and booked your air and hotel reservations, you can book car service reservations by invoking the car_svcs script in the Custom tab on the Script Index. 7
Choose the car_svcs script from the Custom tab. Invoking car_svcs Script: 8
The first time the car_svcs script is invoked you will be prompted to enter your name and phone number. AGENT NAME SETUP: You can also access this screen by choosing Change Agent Contact Info from the initial panel. 9
The initial panel has booking options of Quick Book Reservation and Regular Book Reservation. GDS Connect boosts productivity with it s ease of use and quick confirmation turnaround for your clients. 10
The QUICK BOOK option is a round trip feature that allows you to book two reservations in quick succession (outbound - from home or office to the airport and inbound - from the airport to the home or office.) You can only use this feature once per PNR. QUICK BOOK 11
The OK BOOK THIS ONE button creates a pending NN segment along with the full reservation request details in alpha-coded remarks. BOOKING 12
REGULAR BOOK 13
The Choose Location screen allows you to pickup and drop-off from/to the following location types: RESIDENCE, OFFICE, AIRPORT, HOTEL, or OTHER Choosing OTHER allows you to manually enter the address. CHOOSE LOCATION 14
GDS Connect automatically reads all flight and hotel segments from the PNR. GDS Connect has the capability to pre-fill home and office telephone numbers, credit card, and email information from the PNR if they are standard formats. This information can be manually changed if necessary. 15
When choosing an AIRPORT pickup or drop-off, you may enter the flight segment number or manually enter the flight information. 16
When choosing HOTEL as a pickup or drop-off you will be prompted to either enter the HOTEL segment or to manually enter the HOTEL address and phone number. HOTELS 17
It is important to verify all address information and make sure that the hotel address pre-populates correctly. NOTE ON INTERNATIONAL BOOKINGS: Some international hotel addresses are non-standard: In some instances, hotel address information will not pre-fill on some international destinations. Please remember to look for and modify these address fields in the script when booking internationally. The COUNTRY button must be used to indicate the country where the service is to be provided. When manually adding an international HOTEL make sure the country designation is correct. 18
With each element of the reservation at your fingertips, a GT3 GDS Connect booking is simple to modify. You may verify or change reservation information on the Verify Transfer screen. Once you have reviewed the information, click OK to generate the booking request. The verification screen prompts for review of all booking elements: Auto-Calculate or Set Time Service Provider & Car Type Accounting Options Passenger Information Pick-Up Instructions Drop-off Instructions Reservation Notes Stops Click on a link above to review the function each script button performs. Click here to view the booking process. 19
The verification panel allows the consultant to review or modify any component of the booking prior to submitting the request. The verification screen prompts for review of the booking. Specify pickup time and service provider prior to clicking OK, BOOK THIS. AUTO-CALCULATE PICKUP TIME vs. SET TIME - This feature is only available for airport and train station drop-offs. If a traveler is unfamiliar with a geographical region and cannot suggest an appropriate pickup time, GDS Connect can automatically return a pickup time on confirmation if AUTO-CALCULATE PICKUP TIME is checked. ARRIVE AHEAD minutes is the number of minutes the passenger would like to arrive at the airport before their flight. ***When using Arrive AHEAD, do not change the pickup date GDS Connect assigns as you choose the flight or train segment (example: pickups that occur the day before the flight date)*** The SET TIME option allows the travel arranger to specify a pickup time. If using SET TIME, please remove check from AUTO-CALCULATE PICKUP TIME box an minutes from ARRIVE AHEAD. 20
Select a service provider by clicking the GET PROVIDER Button. SERVICE PROVIDER CAR TYPE defaults to Sedan. 21
The Accounting Options" window allows you to view/modify form of credit card information and optional customerspecific reporting fields. The Company ID is assigned by GT3 and cannot be modified. ACCOUNTING OPTIONS PLEASE NOTE: If you would like the car_svcs script to pre-populate the credit card number you will need to unmask the credit card. Refer to page X for more information. 22
Modify passenger contact information by selecting the PASSENGER INFO button. PASSENGER INFO Service providers require passenger contact information in order to locate the passenger at a pickup location (airports in particular) or relay additional ride details. Please note that most service providers require a passenger cell phone number and email address. 23
Pickup and drop-off Instructions can be used for addressspecific instructions that will assist the driver. PICK-UP AND DROP-OFF INSTRUCTIONS 24
Specify special passenger requests in the Special Instructions window. RESERVATION NOTES (Special Instructions) 25
GDS Connect can accommodate itineraries with up to 2 stops. STOPS 26
The OK button creates a pending NN segment along with the full reservation request details in alpha-coded remarks. BOOKING 27
PN segments for most vendors will be confirmed within seconds. If a segment is in PN status for more than 15 minutes please contact the ground service provider for immediate assistance. CONFIRMATIONS 1 SR PTS 21NOV NN1 EWR SATURN RESERVATIONS/PICKUP-EWR AIRPORT AT 1022A/DROPOFF-300 PROSPECT AVE HACKENSACK/RESERVATION L1 Once the NN segment has been entered, receive and end the PNR. Then IR the PNR to receive confirmation. Upon confirmation, segments will change from PN to HK 1 SR PTS 08DEC HK1 DYNASTY LIMOUSINE -TEL 800-555-1234/RATE-$199.99/HR-2.0HR MIN/CONF-SAT1234/VEH-SEDAN/TYPE-TRANSFER/PU-RESIDENCE-120 MAIN STREET HACKENSACK AT 0600A/DO-EWR AIRPORT/ 630611718 /RESERVATION L1 Which reads as: Holding confirmed 1 passenger traveling with Dynasty Limousine, telephone number 800-555-1234 at a rate of $199.99, Dynasty Limousine confirmation number SAT1234, picking up at 120 Main Street Hackensack at 6:00am and dropping off at Newark Airport. L1 = Location of GT3 documentation in *UL 630611718 Internal GT3 reservation number. Please provide the record locator number or service provider confirmation number when requesting support. 28
UNABLE TO CONFIRM MESSAGES UC S Common Reasons for UC (decline or rejected request) messages: The trip does not make sense (e.g. DFW to Newark, NJ) The Service Provider declined the trip (i.e. sold-out situation) The requested pickup location does not exist. *PP to read the UC error message from the service provider. SEGMENT IN PN STATUS FOR OVER 15 MINUTES: After 15 minutes, call the requested service provider. CUSTOMER ASSISTANCE FROM GT3: For tech support, go to http://www.groundtravel.com and click the "Tech Support" link to fill out a trouble ticket. OR Send an e-mail to tech.support@groundtravel.com. Be sure to include your GDS system (Worldspan) and a record locator number. 29
Reservation details are located in alpha-coded L remarks (*UL) 1.-SR1-*** SATURN RESERVATIONS L1 *** 2.-SR1-PICKUP INFORMATION - RESIDENCE 3.-SR1-120 MAIN STREET 4.-SR1-HACKENSACK/NJ/07601/201-555-1212 5.-SR1-COUNTRY-USA 6.-SR1-PICKUP TIME -TBA 7.-SR1-DROPOFF INFORMATION - EWR AIRPORT 8.-SR1-FLT- CO1592 TO- MCO DEPART TIME- 830A 9.-SR1-*** MISCELLANEOUS INFORMATION *** 10.-SR1-CAR-SD 11.-SR1-ARRIVE AHEAD- 120 MINUTES 12.-SR1-PROVIDER-DNO 13.-SR1-COMPANY ID -5005 14.-SR1-CCNUM-CA5405540554055405 11/09 15.-SR1-SPLPU-DO NOT BEEP 16.-SR1-SPLDO-ASSIST WITH LUGGAGE 17.-SR1-NOTE1-NON SMOKING CARS 18.-SR1-VIP-NO 19.-SR1-PC HOM-201-555-1212/OFF---/CEL-201-555-1212 19.-SR1-IATA-99 99999 20.-SR1-AGT-TEST SATURN 201-555-1222 21.-SR1-EM EML-TESTR@GROUNDTRAVEL.COM 22.-SR1-*** ACCOUNTING INFORMATION *** 23.-SR1-*** END OF RESERVATION L1 *** The SR1 and L1 fields indicate that the booking refers to logical GT3 reservation number 1 within the PNR 30
The car_svcs script allows you to add a TVL segment for accounting and itinerary printing purposes. After the segment is confirmed, simply select the ADD A TVL SEGMENT button. Important you can only create a TVL segment from a confirmed (HK) GT3 segment. TVL SEGMENT 4 TVL ZZ MK1 LMO 08DEC07/AN-DYNASTY LIMOUSINE TE/AP-800-555-1234/PUP-120 MAIN STREET HACKENSACK/PUT-700/DO- NEWARK AIRPORT/CF-SAT1234/FF2-RATE-$199.99HR-2.0HR MIN 31
To cancel a reservation, click the Cancel a Segment button on the main menu. Cancelling Reservations 32
Enter the number of the segment you wish to cancel. You must end the record to send the cancellation request to GT3. You can only cancel a GT3 segment using this feature. Cancelling Reservations (continued) A reservation is not cancelled until you have received a cancellation number from the service provider. Check the *PP field in the PNR for cancellation numbers or rejected messages. 33
Cancelling Reservations X1 and XI entries X1, XI entries should never be used by agents who have access to car_svcs Script. ALWAYS use the script when changing or canceling limousine or car service reservations. The ONLY instance where the XI or X1 entries can be used is when an agent does not have access to the script Using the script vs. the X1 or XI entries maintains housekeeping in the PNR and prevents potential corruption of data for subsequent requests. If customer cancels directly with the service provider: The car_svcs script should be invoked when removing a segment that has been cancelled manually with the provider. Use the script as you would for a normal cancellation. If the passenger changes a ride directly with provider in an emergency or for last minute changes: You can document the PNR and update itinerary remarks to reflect the change If you choose to.xk the segment, this action will not send a cancellation to the service provider. If the X1 or XI entry is utilized it will generate a message to cancel the segment to the provider, thus canceling the changed segment 34
If you would like the car_svcs script to prepopulate the credit card number, you will need to unmask the credit card via the TOOLS menu, otherwise you will need to enter it manually in the Accounting Options window. UNMASKING CREDIT CARDS 35
On the Tools menu choose Office Management UNMASKING CREDIT CARDS continued 36
Under Office Management choose Office Manager UNMASKING CREDIT CARDS continued 37
Under Office Manager choose the Credit Card tab and choose your SID and then specify All Agents or Selected Agents. UNMASKING CREDIT CARDS continued Please note: If credit card masking isn t turned off, credit cards will need to be entered manually for each booking! 38
Modifying Reservations Do s s and Don ts Never modify Saturn *UL Remarks. Altering these remarks may result in corruption of data. Do not cancel pending reservations from Saturn. Always wait for the HK response as this may disrupt accurate information flow to the provider. When canceling a last minute reservation: Use the script for cancellations. Check the *PP field in the PNR for cancellation numbers or rejected messages. Lastly, contact the service providers to ensure they have notice of your cancellation. Auto-Calculate When using Auto-Calculate, do not change the pickup date Saturn assigns when choosing the flight or train segment (example: pickups that occur the day before the flight date, such as a flight departing at 12:05 am 31JAN, would require a pickup of 10:00PM on 30JAN) 39
Miscellaneous Do s s and Don ts (continued) While the car_svcs script is open, you must work with one record at a time. Otherwise, the information pulled into the script may be out of sync with the current record. Verify that the expiration date of the credit card is valid through the return trip leg, otherwise you will receive a UC. DO NOT CLONE SEGMENTS GT3 will not accept responsibility for any customer service issues resulting from cloned segments. Don t move into other areas of Worldspan while using the script. Quickbook permits a quick round trip booking with only 2 segments; if you need to add more limos to this PNR, you must use the REGULAR BOOK feature for the 3rd, 4th, 5th limo, etc. Service providers cannot accommodate more than 3 passengers in a sedan. 40
Miscellaneous Do s s and Don ts (continued) Select the correct country when booking international addresses. Click the Select Country button to change the country selection. The default country is United States. When you receive a UC, check the *PP area of the PNR for reject/decline reasons. 41
The initial panel also offers a Help/ Technical Support option. Help/Technical Support 42
The Help/ Technical Support option gives you the information you will need to contact our technical support department. Cancelling Reservations 43
Updated 12/31/2007