GROUND HANDLING COURSES Amadeus Customer Service

GROUND HANDLING COURSES Amadeus Customer Service 30 April 2018

SUMMARY Altéa Administration for Ground Handlers... 3 Amadeus Altea document management for Altea Departure Control... 4 Amadeus Security Management... 5 Amadeus Security Management for Ground Handlers... 6 Amadeus Train the Trainer... 7 Amadeus Train the Virtual Trainer... 8 Customer Management Administration for Ground Handlers... 9 Customer Management for check-in agents... 10 Customer Management for gate agents... 11 Customer Management for Ground Handlers... 12 Customer Management for supervisors... 13 Flight Management Administration for Ground Handlers... 14 Flight Management for Ground Handlers... 15 Learning Path: Ground Handling - Load Controller - Supervisor... 16 Learning Path: Ground Handling - Load Controller - Trainer... 17 Operational Flight Updates (OFU)... 18 Reservation and Ticketing Web Certification... 19 Reservation and Ticketing Web Overview... 20 Seatmap Management... 21 Sending passenger information to and from your DCS... 22

Altéa Administration for Ground Handlers This course explains how to use Amadeus Altéa Administration Plan Template Management and Amadeus Altéa Administration Business Rules. It includes familiarisation and set-up sessions with Amadeus ground handling implementation experts. On this course you will: this how course you will: On Learn to build a Departure Plan Template. Learn how to build a Departure Template. Learn how to identify and createplan Business Learn how to identify and create Business Rules. Rules. Benefit from setup and familiarisation sessions Benefit from setup familiarisation sessions with Amadeus groundand handling implementation with Amadeus ground handling implementation experts. experts. - pass mark: 85% 5 days This course covers the following topics: Departure Plan Template. Amadeus Business Rules (CM, FM, INV). Altéa architecture and administration. LSS Administration. DBM - an overview of the processes. Device management. Messenger. Troubleshooting flight creation. Using ACSP. Post-implementation processes and data management responsibilities. New ad hoc flights solution. Web Seatmap Designer Tool (ad hoc). Advanced Yes Ground handlers using Altéa Departure Control Systems. Administration staff responsible for creating Amadeus Departure Plan Templates and Amadeus Business Rules within the ground handling partition. You need to be familiar with Altéa Departure Control Systems and taken at least one of these courses: Altéa DC-CM Overview; Altéa DC-CM Certification; Altéa DC-FM Overview or Altéa DC-FM Certification. Have access to Altéa Admininistration and Amadeus Retailing Platform in Production. This course helps you use How the course is organised Altéa Administration Altéa Departure Control Customer Management Altéa Departure Control Flight Management 1 day Departure Plan Template. 1 day Business Rules. Full course title: Amadeus Altéa Ground Handler DC - Administration Related courses Amadeus Security Management for Ground Handlers [Virtual] 3 days familiarisation and setup. 3

Amadeus Altea document management for Altea Departure Control This course explains how to set up device and print management for Altéa carriers using DCS. On this course you will learn how to: On Setthis upcourse devicesyou for will ground learnhandling how to: and print at the Set airport. up devices for ground handling and print at Set the airport. up predefined print formats and associate them. Set up predefined print formats and associate them. 6 hours This course covers the following topics: Explaining the concepts used in Device Administration. Completing the 5-step fixed-registration process. Determining the printing flows to retrieve various print devices. Setting up shared printers (host sharing). Completing the 4-step auto-registration process. Creating a location description and zones to utilise them in Customer Management. Identifying and adding available format associations. Viewing print queues within the queue application. Dealing with security and access for Document Manager. Undefined Yes Airports, Ground Handlers Airline / Airport experience with regards to printers / CUTE environment. How the course is organised The Amadeus Altea Document Management course consists of 2 modules: Module 1: Virtual class - 3 Hours Module 2: Virtual class - 3 Hours. What equipment do you need? A phone (fixed-line, mobile not recommended). A computer. A good internet connection. For customized or dedicated session please contact your Amadeus training consultant: Full course title: Amadeus Altea document management for Altea Departure Control learning@amadeus.com 4

Amadeus Security Management Learn how to perform user management tasks for Amadeus products through a set of videos. After taking this e-learning you will be able to: Understand After 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 Basic Administrators responsible for managing access to Amadeus products in their organisation. What equipment do you need? A computer. A good internet connection. Adobe FlashPlayer. 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 5

Amadeus Security Management for Ground Handlers This course explains how to use and configure Amadeus Security Management, an integrated solution for authentication, access control and security administration across Amadeus products. On this course you will learn how to: Structure On this course youryou organisation will learn how tree.to: Structure Manage your yoursecurity organisation policytree. within your organisation. Manage your security policy within your Create and modify users within your organisation. organisation. Create and modify users within your Accept partnerships, and view delegated roles organisation. and Accept ACLs.partnerships, and view delegated roles Assign and ACLs. and remove delegated roles and ACLs. Assign Run a report and remove on locked delegated user accounts roles and ACLs. Run Viewahistory report on locked user accounts View history 5 hours This course covers the following topics: Structuring your organisation tree. Managing the security policy within your organisation. Creating and modifying users within your organisation. Assigning and removing roles and Access Control Lists (ACLs). Accepting and removing partnerships, and delegating assignments. Basic Yes Ground handling administrators responsible for security management who are new to Amadeus Security Management. To have taken the Amadeus Security Management e-learning course. Optional: Knowledge of business processes and permission distribution. Experience with administration and security tasks. How the course is organised This course consists of 2 modules, each of which last 2.5 hours. The modules are usually run on consecutive days. What equipment do you need? A phone (fixed-line, not mobile). A computer. A good internet connection. Amadeus Security Management is also know as Log on Security Server (LSS). When enrolling in this course, make sure that you enrol in both of the modules. This course information was last updated September 2016. Full course title: Amadeus Security Management for Ground Handlers 6

Amadeus Train the Trainer This course explains what trainers need to know and practice when delivering training on Amadeus features, products or solutions, in order to maximise their students? learning experience. On this course you will learn how to: Use On thistips course and techniques you will learn to how master to: the pedagogical Use tips and aspects techniques of training. to master the Write measurable pedagogical aspectstraining of training. objectives and present Write measurable information in training a clear, objectives concise and and engaging present information manner. in a clear, concise and Design and engaging manner. deliver structured and interactive training Designsessions and deliver to meet structured participant and interactive objectives and training sessions to meet participant objectives expectations. and Identify different behavioural styles and adapt expectations. training Identify sessions differentaccordingly. behavioural styles and adapt Give and training sessions receive accordingly. feedback to build on strong points Give and and identify receiveand feedback improve to build weaker on points. strong points and identify and improve weaker points. 3 days This course covers the following topics: The training cycle. Training objectives. Training structure. How people learn. Verbal and non-verbal communication. Learning styles. Handling questions. Difficult situations. Visuals aids. Our internal dialogue. Basic Optional: People who have little or no experience of delivering training. Experienced trainers wishing to refresh their skills. specific experience in delivering training is required, although a general interest in education and learning is helpful. How the course is organised During the course you will deliver two training sessions of 20 minutes each. You will receive impartial and constructive feedback on your delivery of the training sessions. This course information was last updated May 2017. Full course title: Amadeus Train the Trainer 7

Amadeus Train the Virtual Trainer This course explains the knowledge and skills necessary for a trainer to deliver effective and engaging virtual-training courses. On this course you will learn how to: Define On this course virtual you training. will learn how to: Define Explainvirtual the 3 steps training. of the Blended Learning model. Explain the 3 steps of the Blended Learning Design an engaging virtual training. model. Design Facilitate anaengaging 20-minutevirtual session. training. Facilitate a 20-minute session. 2 days This course covers the following topics: The Blended Learning model. Virtual training is still training. Converting classroom training into virtual training. 5 key points for engaging learners. Basic Yes Trainers. Amadeus Train-the-Trainer course. Knowledge of instructional design. How the course is organised This course Amadeus Train-the-Trainer course consists of 2 modules: Module 1: Virtual class - 1 hour. Module 2: Classroom - 2 days. There is also some offline activity to be completed after the training. For customized or dedicated session, please contact your Amadeus Training Consultant: learning@amadeus.com Last update: January 2018. Full course title: Amadeus Train the Virtual Trainer 8

Customer Management Administration for Ground Handlers This course explains customer management administration for ground handlers using Amadeus Altéa Administration Plan Template Management, and Amadeus Altéa Administration Customer Management Business Rules. It includes familiarisation and set-up sessions with Amadeus Ground Handling Implementation experts. On this course you will: Learn On this course how to you buildwill: a Departure Plan Template using Learn Customer how to build Management a Departure activities. Plan Template Learn using Customer how to identify Management and create activities. Business Rules Learn forhow Customer to identify Management. and create Business Benefit Rules for from Customer setupmanagement. and familiarisation sessions with Benefit Amadeus from setup Ground and Handling familiarisation Implementation sessions experts. with Amadeus Ground Handling Implementation experts. - pass mark: 85% 5 days This course covers the following topics: Customer Management (CM). Departure Plan Template. Amadeus Business Rules (CM, FM, INV). Altéa architecture and administration. LSS Administration. DBM - an overivew and the processes. Device management. Messenger. Troubleshooting flight creation. Using ACSP. Post-implementation processes and data management responsibilities. Advanced Yes Ground Handlers or Load Controllers using Altéa Customer Management. Administration staff responsible for creating Amadeus Departure Plan Templates and Amadeus Business Rules for customer management within the Ground Handling partition. LAETITIA - please complete... You need to be familiar with Customer Management and taken at least one of these courses: Altéa DC-CM Overview; Altéa DC-CM Certification. You must be familiar with, and used, the Altéa Admin GUI and Amadeus Retail Platform (ARP). This course helps you use How the course is organised Altéa Administration Altéa Departure Control Customer Management 1 day Departure Plan Template (for CM). 1 day Business Rules (for CM). 3 days familiarisation and setup. Related courses Amadeus Security Management for Ground Handlers [Virtual] This information was last updated May 2017. Full course title: Amadeus Altéa Ground Handler Departure Control - Customer Management Administration 9

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. After taking this e-learning you will be able to: Accept After 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 Basic Check-in agents This course helps you use This course is also available in Altéa Departure Control Customer Management What equipment do you need? A computer. A good internet connection. Adobe FlashPlayer. 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 10

Customer Management for gate agents Learn about the basic and advanced workflows performed at the gate through a set of interactive examples. After taking this e-learning, you will be able to: Board After 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 Basic Gate agents This course helps you use What equipment do you need? Altéa Departure Control Customer Management A computer. A good internet connection. Adobe FlashPlayer. 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 11

Customer Management for Ground Handlers This course explains Amadeus Altéa Customer Management for Ground Handlers. On this course you will learn: Where On this course Customer you will Management learn: fits in the Altéa system Wherearchitecture. Customer Management fits in the Altéa How to system architecture. navigate the Customer Management UI. How to navigate manage customers the Customer including Management UI. acceptance, How to manage linking, customers cancelling including acceptance, adding customer acceptance, linking, comments cancelling andacceptance, transfers. The concept adding customer of comments PCV. and transfers. The Howconcept to manage of PCV. baggage. How Abouttoseating manage processes. baggage. About seating boardingprocesses. and close out. About boarding and close out. Yes - pass mark: 85% 5 days This course covers the following topic: Customer Management. Advanced Yes Ground handling staff responsible for check-in and boarding functions. Check-in supervisors. A background in check-in using Amadeus Altéa Departure Control. Taken the relevant e-learning course if you have limited or no experience in customer management (please see 'Related courses'). This course helps you use Altéa Departure Control Customer Management This course information was last updated April 2017. Full course title: Amadeus Altéa Ground Handler Departure Control - Customer Management 12

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. After taking this e-learning you will be able to: Board After 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. This course helps you use What equipment do you need? Altéa Departure Control Customer Management A computer. A good internet connection. Adobe FlashPlayer. 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 13

Flight Management Administration for Ground Handlers This course explains flight management administration for ground handlers using Amadeus Altéa Administration Plan Template Management, and Amadeus Altéa Administration Flight Management Business Rules. It includes familiarisation and set-up sessions with Amadeus Ground Handling Implementation experts. On this course you will: Learn On this course how to you buildwill: a Departure Plan Template using Learn Flight howmanagement to build a Departure activities. Plan Template Learn using Flight howmanagement to identify and activities. create Business Rules Learn forhow Flight to Management. identify and create Business Benefit Rules for from Flightsetup Management. and familiarisation sessions with Benefit Amadeus from setup Ground and Handling familiarisation Implementation sessions experts. with Amadeus Ground Handling Implementation experts. - pass mark: 85% 5 days This course covers the following topics: Flight Management Departure Plan Template Amadeus Business Rules Advanced Yes Ground Handlers or Load Controllers using Altéa Flight Management. Administration staff responsible for creating Amadeus Departure Plan Templates and Amadeus Business Rules for Flight Management within the Ground Handling partition. LAETITIA - please complete... Knowledge of load-control processes. This course helps you use How the course is organised Altéa Administration Altéa Departure Control Flight Management 1 day Departure Plan Template for flight management. 1 day Business Rules for flight management. 3 days familiarisation and setup with implementation experts. Related courses Amadeus Security Management for Ground Handlers [Virtual] This information was last updated May 2017. Full course title: Amadeus Altéa Ground Handler Departure Control - Flight Management Administration 14

Flight Management for Ground Handlers This course explains flight management for ground handlers using Amadeus Altéa Departure Control Flight Management. On this course you will learn: Where On this course Flight you Management will learn: fits in the Altéa system Wherearchitecture. Flight Management fits in the Altéa How to system architecture. navigate the Flight Management UI. How to navigate prepare athe range Flight of Management aircraft types for UI. departure How to prepare throughathe range full load-control of aircraft types process. for How to trigger departure through flights the full in the load-control DCS window process. from Operations How to trigger Flightflights Data in Management the DCS window (OFDM). from How to manage Operations Flight Data disruption Management processes (OFDM). in OFDM. How to manage disruption processes in OFDM. Yes - pass mark: 85% 5 days This course covers the following topics: Flight Management Advanced Yes Ground Handlers or Load Controllers using Altéa Flight Management. Knowledge of load-control processes. This course helps you use Altéa Departure Control Flight Management This information was last updated May 2017. Related courses Amadeus Security Management for Ground Handlers [Virtual] Full course title: Amadeus Altéa Ground Handler Departure Control - Flight Management 15

Learning Path: Ground Handling - Load Controller Supervisor On completing this learning path, you will have covered all the Amadeus courses recommended for Ground Handling Load Controller Supervisors. 0 minute Intermediate Optional: Ground Handling Load Controllers (operational). Preferably you will have at least 2 years experience as a load controller. Full course title: Learning Path for Ground Handling - Load Controller - Supervisor 16

Learning Path: Ground Handling - Load Controller Trainer On completing this learning path, you will have covered all the Amadeus courses recommended for Ground Handling Load Controller Trainers. 0 minute Intermediate Optional: Ground Handlers who will be training Load Controllers. Preferably you will have at least 2 years experience as a load controller. Full course title: Learning Path for Ground Handling - Load Controller - Trainer 17

Operational Flight Updates (OFU) Learn about basic flight management tasks in a departure control environment through a set of interactive videos. After taking this e-learning will be able to: Create After 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 Basic Yes Staff performing ground handling activities. Basic knowledge of Altéa DC-CM or Altéa DC-FM. This course helps you use This course is also available in Altéa Departure Control Customer Management Altéa Departure Control Flight Management What equipment do you need? A computer. A good internet connection. Adobe FlashPlayer. Please note that access to this course is restricted to Amadeus customers. Full course title: Amadeus Operational Flight Updates 18

Reservation and Ticketing Web Certification This course provides the hands-on experience and support to airline reservation and ticketing agents for airlines that are migrating to, or already using, Amadeus Altéa Reservation Desktop Web. On this course, you will: Learn On this course, how to use you the will:graphical environment of Amadeus Learn how Reservation to use thedesktop, graphicalfocusing environment on of reservations, Amadeus Reservation ticketing and Desktop, Electronic focusing on Miscellaneousticketing reservations, Documents and Electronic (EMD), with some cryptic entries for Miscellaneous Documents some functionality. (EMD), with some Someentries cryptic best practices for sometofunctionality. improve customer service. Some best practices to improve customer service. Yes - pass mark: 85% 8 days This course covers the following topics: Understanding the Amadeus Altéa Reservation Desktop Web environment and architecture. Signing in and out. Requesting an availability, informative pricing, schedule and timetable display. Creating a Passenger Name Record (PNR) with mandatory and optional elements. Modifying a PNR and interpreting the PNR history. Working with Queues. Displaying fare information and pricing PNRs. Issuing, revalidating and reissuing e-tickets. Issuing, reissuing and managing EMDs. e-ticket coupon management. Displaying sales reports. Refunding e-tickets and EMD. Voiding documents. Basic Optional: Airline help desk agents. Airline trainers. Airline reservation agents. Airline ticketing agents. Previous reservation and ticketing experience. This information was last updated March 2017. Full course title: Amadeus Reservation and Ticketing Web Certification 19

Reservation and Ticketing Web Overview This course uses Amadeus Reservation Desktop Web (ARD Web) to access content distributed via Altéa Reservation, showing how reservation and ticketing agents can work more efficiently and improve customer service. On this course, you will learn to: Use On thisamadeus course, you Reservation will learn Desktop to: Web to access Use Amadeus content distributed Reservation viadesktop Altéa Reservation. Web to access content distributed via Altéa Reservation. 5 days This course covers the following topics: Signing in and out. Requesting an availability, informative pricing, schedule and timetable display. Creating a Passenger Name Record (PNR) with mandatory and optional elements. Modifying a PNR and interpreting the PNR history. Displaying fare information and pricing PNRs. Issuing, revalidating and reissuing e-tickets. Working with EMD. Basic Optional: Airline staff using ARD Web. Airline Help Desk agents using ARD Web. Airline business developers and testers. Previous reservation and ticketing experience. This information was last updated March 2017. Full course title: Amadeus Reservation and Ticketing Web Overview 20

Seatmap Management Learn how to create a new seatmap for a flight through an interactive video. After taking this e-learning you will be able to: Create After 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 Basic Agents performing ground handling activities at the airport. How the course is organised One video demonstrating the steps to create a seatmap. This course is also available in What equipment do you need? A computer. A good internet connection. FlashPlayer. Full course title: Amadeus Retailing Platform - Seatmap Management 21

Sending passenger information to and from your DCS Learn how passenger information is sent between the Altéa Suite and your Departure Control System (DCS). After taking this e-learning you will know more about:taking this e-learning you will know more After 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 Inventoryif passenger 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. This course helps you use What equipment do you need? Altéa Administration Altéa Departure Control Customer Management A computer. A good internet connection. Adobe FlashPlayer. Full course title: Altéa Suite: Sending Passenger Information to and from your Departure Control System (DCS) 22