acsi automated change fee collection host

Module: ACSI Automated Change Fee Collection

By the end of the module, participants are able to: Objectives

Display a list of passengers with CF/AC edit codes

Complete the Change Fee and Form of Payment Masks

Override a Change Fee or Add Collect

Override the Change Fee/Add Collect function for a flight

Duty code: 4 or 5. Duty code 7 required for Override Flight entry EPR

Keyword: ACSOPS needed for Override Flight entry

Keyword: No specific duty code required UAT

The Miscellaneous Sales and Service Mask Database and Miscellaneous Sales and Service Override Reason Table must be updated prior to using the automated change fee collection package.

Instructor

For additional information, refer to FOCUS. Reference

Training Guide February 2004 Confidential & Proprietary Sabre Holdings Module: ACSI Automated Change Fee Collection 1

Automated Change Fee Collection Overview

The Automated Change Fee Collection package provides an easy, accurate and consistent way of notifying agents at the check-in counter to collect revenue for change fees and add collects.

When a change is made to the passengers itinerary that results in an administrative service charge or change fee, the passenger may pay the charge at that time or if they are traveling at a later date they may choose to pay later. If the passenger chooses to pay later, a PQF item is added to the PNR by the reservation agent to indicate the amount to be collected.

The edit codes are added to the PNI during passenger name processing (GNL) or when a reservation amendment (RAD) occurs. These edits cannot be added manually.

Change Fee Indicators (CF) (AC)

ACSI adds the edit fields to the PNI (Passenger Name Item) to include CF (Change Fee) and AC (Add Collect).

The CF change fee indicator and amount is passed to ACSI and inhibits the issuance of the boarding pass until the change fee is collected. A mask, which is automatically populated with the information from the PNR, is displayed upon the check-in entry to simplify the collection of the change fee. Once the fee is collected, the CF edit is removed from the passengers PNI and the boarding pass is issued.

The AC add collect fee indicator and amount is passed to ACSI and an informational message is displayed, but it does not inhibit the issuance of the boarding pass.

2 Module: ACSI Automated Change Fee Collection Confidential & Proprietary Sabre Holdings Training Guide February 2004

Several ACSI functions are affected by Automated Change Fee Collection. The affect on each is discussed below:

Onward Connection Agreement

Onward Connection Agreement is a feature that allows only ACSI carriers to issue onward connection boarding passes among their flights. ACSI prevents check-in if the passenger has a CF edit in the PNI for an onward connection.

For example, XX and YY airlines are ACSI carriers who have an onward connection agreement. YY airlines uses the Automated Change Fee Collection package. If a passenger checks in for travel on a XX to YY connection, and a CF edit appears in the YY PNR, the boarding pass for XX would be issued but would fail for the YY segment. The response would be similar to the example shown below:

G-HERNANDEZ1M1/100SALY XX 622 10OCT SJO 1120 PW CO CODESHARE-SHARED BY YY 622 OK 1M 1/100 SAL Y 1 1 HERNANDEZ F N * 5C BT OT BR **WARNING** TICKET REQUIRED THROUGH CHECK-IN FAILED ON YY NOT ALL ONWARD CONNECTIONS PROCESSED END

ETCI Check-In Passengers

If a carrier has an ACSI EDIFACT Agreement with another carrier or CRS system, ACSI need to handle those passengers who have change fee or add collect edits in the PNI on the ACSI side. ACSI does handle OA CF/AC edit codes.

ACSI can only halt check-in for passengers who begin travel on an OA carrier or OA CRS system and send ACSI an inbound message.


When an OA system queries ACSI to issue a boarding pass for a passenger with a CF edit, the following response is sent:

UNABLE TO THROUGH CHECK - ADDITIONAL CHARGES MAY APPLY

Third Party Handling

Third Party Handling is the process where the Primary Carrier handles a Secondary Carrier within the Primary Carriers partition. To use Automated Change Fee Collection:

1. The carrier must be on the primary carriers Secondary Carrier Table (GYS*XX).

2. The secondary carrier can be either a Sabre or Non-Sabre user.

3. The secondary carrier can be either an ACSI or Non-ACSI user.

4. The two carriers must have a procedural agreement how to handle CF or AC.

5. If there is no ticket agent representation, NOREC is the only method of checking in the passenger.

6. When checking in multiple passengers, ACSI responds with the error message shown below if any member in the party has a CF edit.

If the carrier does not have access to the PNR and there is a CF edit, the error response is as follows:

G-GOMEZ1M10/100GUAC CHANGE FEE DUE SEE TKT AGENT

If there is only an AC edit in the PNR, the passenger would be allowed to check-in, and the agent would be advised an add collect may apply.


Passenger Transfer

Passenger transfer is the process where an agent may transfer selected passengers to other ACSI flights. Due to the nature of this process, ACSI processes CF passengers similar to waitlisted passengers and they are not allowed to transfer.

The agent needs to either process or bypass those affected passengers before a transfer may occur.

If the ACSI flight is on override (O), then the passengers with CF edits must first be checked into the standby list before transfer or manually override the CF edit in the passengers PNR via the Miscellaneous Mask.

Each carrier must: Note

Set the TRX option on the Carrier Default Table to Yes

Allow check-in agents to collect fees from passengers and create an ATAC for each transaction

Use Ticketing

Use MISC Mask processing

CRTs have Mask capabilities

Have appropriate override reason codes available for use if necessary


Display Change Fee/Add Collect Passenger Edits Introduce

G*PCF Demonstrate

G*P Primary action code for passenger list display

CF Change fee indicator (CF may be replaced with AC to display a list of passengers with Add Collect edits)

The purpose of this entry is to display all passengers with a change fee or add collect edits. The edits are displayable on the basic passenger list and passenger edit display. These edits follow VC and ET edits if applicable.

Explain

The response is similar to the example shown below:

PK 788 07JUN LHR 2130 PW CO LIST TOTALS - C0 Y4 WITH CHANGE FEE DUE 1 ADAMS K AB2 KHI Y N 0004 Y R 0 CF 2 ADAMS L AB2 KHI Y N 0005 Y R 0 CF 3 SMITH J AA3 KHI Y N 0001 Y R 0 CF 4 SMITH M AA3 KHI Y N 0002 Y R 0 CF

CF and AC edits may not be manually updated or deleted. Once the change fee or add collect amount has been collected from the passenger and updated in the PNR, the edits are removed from the PNI.

A passenger may have both edit codes if they apply.


Additional information may be requested with this entry as shown below: Note

G*PCF/FULL

FULL indicates full details are requested. CI, NC, SB, and FULL options may be used by themselves or FULL may be used with any of the other three options.

The Sabre response would be similar to the one shown below:

PK 788 07JUN LHR 2130 PW CO LIST TOTALS - C0 Y4 WITH CHANGE FEE DUE 1 ADAMS K AB2 KHI Y N 0004 Y R 0 CF CF-GBP 75.00 2 ADAMS L AB2 KHI Y N 0005 Y R 0 CF CF-GBP 75.00 3 SMITH J AA3 KHI Y N 0001 Y R 0 CF CF-GBP 75.00 4 SMITH M AA3 KHI Y N 0002 Y R 0 CF CF-GBP 75.00

Expanded information on a specific passenger may be displayed from the list on the previous page with the entry shown below:

G*P1

PK 788 07JUN LHR 2130 PW CO ADAMS KATHY AB2 KHI Y N Y R GIBTUD 0004 CF-GBP 75.00

Have participants practice as necessary. Monitor for accuracy. Apply


Check-In Passenger with CF or AC Edit Introduce

If a PNR is active in the agents AAA, the user needs to ignore the PNR to process check-in if a CF or AC edit exists.

G-SMITH1F1/50KHIY/N Demonstrate

G- Primary action code

SMITH Passengers last name

1 Number of passengers by gender

F M Male

F-Female

C Child

I Infant

R Stretcher

G Cargo

1 Number of bags

/50 Slash and weight of bags

KHI Destination city code

Y Class of service

/N Slash and seat request

The purpose of this entry is to checkin a passenger. Normally when a passenger checks in, a boarding pass is automatically issued. However when a passenger or passengers check in with a CF edit, the check in process prompts one of two actions to take place, depending on whether or not a ticket printer is assigned.

Explain


If a change fee is due the system responds with the following message:

CHANGE FEE DUE - PSGR TO CTC TKT DESK OR ASSIGN TKT PRINTER

If the passenger has an AC edit only, the boarding pass is printed, but the agent receives an alert message that an Add Collect May Apply. An example is shown below:

PK 788 07JUN LHR 2130 PW CO OK 1F 1/50 KHI Y 1 1 SMITH D N * 14C **CHECK FARE PAID** ADD COLLECT MAY APPLY

If a ticket printer has been assigned, issuance of the boarding pass(s) is halted and the Collect Change Fee Mask is displayed, populated with data relative to the passenger(s) owing a change fee. The agent collects the change fee by selecting a passenger(s) and entering the respective form of payment.

The Collect Change Fee Mask is shown and explained below: Point Out

MI - COLLECT CHANGE FEE X IF SAME FOP OR OVERRIDE FOR ALL PASSENGERS -OR- SELECT NAME/S/ SELECT NAME/S/ TKT NBR CHANGE FEE AMT < > NIGRO/DINI < 100.00> < >WAIVE FEE - OVERRIDE MASK

Discuss the components of the mask.

MI - COLLECT CHANGE FEE


Title of the mask

X IF SAME FOP OR OVERRIDE FOR ALL PASSENGERS -OR- SELECT NAME/S/

Instructions for the mask

When the PQF currency is different than the local currency Sabre automatically converts the PQF amount to the local currency equivalent.

The currency code can be overridden when the customer desires to make payment in a currency different than the local currency.

SELECT NAME/S/ TKT NBR CHANGE FEE AMT < > NIGRO/DINI < 100.00>

Name select option, passenger name(s), ticket number and change fee amount.

SELECT NAME/S/ TKT NBR CHANGE FEE AMT < > NIGRO/DINI < 100.00> TAXES < > < > < > < > A/C DUE

If a change fee and add collect are both due, the A/C DUE message appears below the change fee amount indicating that an add collect is also due.

A maximum of five passenger names display at a time. A field at the bottom of the screen advises if more names are present. If a move up or move down is required to view additional names, the field includes MU-U and/or MD-D . These options only display if additional names are present and the display of either or both is dependent on the agents location in the name list. To move up, place a U in the . To move down, place a D in the .


If the form of payment is different for different customers place an X next to each name using the same form of payment.

For multiple customers, as each customer is processed, the mask redisplays with the remaining names until all customers are processed.

A ticket number is required for each passenger if the change fee is being collected. The ticket number is not required if the change fee is being overridden.

If the PNR ticketing field contains a TE line (electronic ticket) and only one ticket per passenger name is present, the mask is populated with the ticket number for each passenger.

If the PNR ticketing field contains a single TK line (paper ticket) and one name, the mask is populated with the ticket number. If more than one TK line, the mask does not populate.

< >WAIVE FEE - OVERRIDE MASK

Option to waive fee and access the override mask.

To complete the mask, depress enter for all passengers or select the applicable names and depress enter. If the change fee is to be waived, tab to the Waive Fee Override Mask field, input an X and depress enter. This is discussed later in this module.

ACSI flight history does not record Automated Change Fee Collection activity, however it does record when the flight override entry is used. Offline reports are generated and provide all Automated Change Fee Collection history per flight.

Solicit questions and discuss. Apply


Form of Payment Mask Introduce

The Form of Payment mask is displayed once the Collect Fee mask has been completed and the key is depressed.

The response is similar to the one shown below:

MISC-FORM OF PAYMENT. ENTER AMOUNT IN ASSOCIATED FOP BOX DEPRESS ENTER TO ISSUE DOC-RESET, CLEAR, AND IGNORE TO EXIT. TTL COST 100.00 USD CASH AMT < > CHECK AMT < > < >X IF CC1 APPROVAL PREVIOUSLY OBTAINED CC1 AMT < > CC EXP < > AX EXTENDED PAY < > CC NBR < > CC2 AMT < > CC EXP < > AX EXTENDED PAY < > CC NBR < > EXCH AMT < > EXCH DOC NBR < >CPN< > ORIG FOP < > DATE/PLACE < > GTR AMT < > DOCUMENT NBR < > PTA AMT < >

Discuss the components of the mask. Point Out

MISC-FORM OF PAYMENT. ENTER AMOUNT IN ASSOCIATED FOP BOX DEPRESS ENTER TO ISSUE DOC-RESET, CLEAR, AND IGNORE TO EXIT.

Title of the mask and instructions to exit the mask.

TTL COST 100.00 USD

The total cost in designated currency.


CASH AMT < > CHECK AMT < >

If the passenger is paying with cash or check, complete this section by entering the amount paid in the proper form of payment line in dollars and cents.

< >X IF CC1 APPROVAL PREVIOUSLY OBTAINED CC1 AMT < > CC EXP < > AX EXTENDED PAY < > CC NBR < > CC2 AMT < > CC EXP < > AX EXTENDED PAY < > CC NBR < >

If the passenger is paying with a credit card, the amount, credit card expiration date and credit card number are entered in this section of the mask.

If a credit card approval code has been previously obtained, the agent should input an .

For passengers paying with American Express Cards the option of extended pay is available.

EXCH AMT < > EXCH DOC NBR < >CPN< > ORIG FOP < > DATE/PLACE < >

In this section the agent is required to input the above information if the passenger has an exchange.

The original date/place of issue field must be entered in one of two formats: DDMMMYYCCC or DDMMMCCC (i.e. 06JUN00MDW or 06JUNMDW).

GTR AMT < > DOCUMENT NBR < > PTA AMT < >

If a Government Transaction Request (GTR) is selected, the GTR Document number must be entered.


Once the form of payment mask is completed and is depressed, the check-in process continues. An example response is shown below:

PK 788 07JUN LHR 2130 PW CO OK 1F 1/50 KHI Y 3 1 SMITH D AA3 N * 10C BT BR END

Upon completion, Sabre generates the miscellaneous receipt documents.

In the background Sabre updates the PNR ticketing and remarks fields and removes the PQF.

The boarding pass prints without any additional entry.

The check-in process and boarding pass issuance occurs only after the change fee collection has been satisfied for all customers included in the original check-in entry.

Address any questions or concerns. Apply


PNR Update Introduce

Upon completion of collecting a change fee, the PNR is updated with the following:

TK line in the PNR ticketing field with an identifier (i.e. CF)

5H- line with change fee verbiage from the pricing table and the amount collected

5H- line with the ticket number

Below is an example of an updated PNR:

1.1SMITH/JOHN 1 788Y 07JUN F LHRKHI HK1 930P 1015A 08JUN J TKT/TIME LIMIT 1.TK 2142151800644 SMITH/J LHR4KHD 0925/24APR 2.TK 2140610083786 SMITH/J LHR4KHD 0926/24APR - CF PHONES 1.LONPWCT REMARKS 1.H-01 CHANGE FEE GBP 75.00 2.H- 2142151800644 RECEIVED FROM - P LON.HDQ4KHD 0925/24APR02 VWSGGN H

If a change fee is collected or waived via the change fee mask or the override entry, the name associated CF item in the PNR change fee field is deleted at end transaction.

Note

If an additional collection item is also present when the change fee is collected or waived, the name associated AC item in the PNR change fee field is deleted at end transaction.

If a change fee and/or add collect item exists, and a ticket is subsequently generated using the exchange mask, only the name associated AC item in the PNR change fee field is deleted at end transaction.


If a change fee and/or add collect item exists, and any ticket is subsequently generated by the Host other than by the exchange mask, the name associated change fee and/or add collect items are not deleted at end transaction.

If a change fee and/or add collect item exists, and any ticket is subsequently generated by an ETD (Electronic Travel Distribution) travel agency, other airline or CRS, the name associated change fee and/or add collect items for all passengers are deleted at end transaction.

Address any questions or concerns. Apply


Override Change Fee and/or Add Collect Introduce

There may be times when the Change Fee and/or Add Collect amounts are not collected from the passenger. The Collect Change Fee mask allows for this situation by providing a Waive Fee option.

MI - COLLECT CHANGE FEE X IF SAME FOP OR OVERRIDE FOR ALL PASSENGERS -OR- SELECT NAME/S/ SELECT NAME/S/ TKT NBR CHANGE FEE AMT < > SMITH/DANA < > < 75.00> TAXES < > < > < > < > WAIVE FEE - OVERRIDE MASK

To waive a change fee, tab to the Waive Fee Override Mask field, input an , and depress . Upon selection, the Waive Fee Collection Override Mask displays.

MI - WAIVE FEE COLLECTION - OVERRIDE MASK ** OVERRIDE WILL GENERATE REPORT TO MANAGEMENT ** REASON CODE PASSENGER NAME CODES DESCRIPTION 01 NOT APPLICABLE < > SMITH/DANA 02 ALREADY COLLECTED 03 IRREGULAR SERVICE 04 PREFERRED PASSENGER 05 OTHER EXPLAIN EXPLAIN < > < > RETURN TO PREVIOUS SCREEN


Discuss the components of the mask Point Out

MI - WAIVE FEE COLLECTION - OVERRIDE MASK

Title of the mask.

** OVERRIDE WILL GENERATE REPORT TO MANAGEMENT **

Advisory to agent regarding that an Override Reason Report is generated to management.

CODE PASSENGER NAME CODES DESCRIPTION 01 NOT APPLICABLE < > SMITH/DANA 02 ALREADY COLLECTED 03 IRREGULAR SERVICE 04 PREFERRED PASSENGER 05 OTHER EXPLAIN

Two character reason code, passenger name, list of codes that may be used and descriptions of each. The reason codes and descriptions are maintained in the MISC Override Reason Table. If a reason code is not supplied for all names, the screen continues to return until a code is entered for every passenger.

EXPLAIN < >

Explanation for use of override. This field may be required for certain reason codes.

< > RETURN TO PREVIOUS SCREEN

Option to return to the previous screen and abort override.

Upon completion of the mask, the check-in process and boarding pass issuance occurs.

Have participants override a change fee or add collect amount. Monitor for accuracy.

Apply


Override Change Fee and Add Collect for Flight Introduce

EPR keyword ACSOPS required and duty code 7.

GFITRX/O Demonstrate

G ACSI primary action code

FI Flight information

TRX Auto Change Fee indicator

/ Separator

O Override

The purpose of this entry is to override an entire flight of the Change Fee and Add Collect processing due to operational needs such as off schedule operations. Once overridden, passengers with a CF edit are checked in. This entry is restricted to a supervisor and is logged in ACSI flight history.

Explain

**Important** - Once the entry has been made to override the Change Fee and Add Collect process for this flight, there is no process to reverse the action.

The system response is the display of the flight information for the flight as shown below:

PK 285 07JUN ISB 2140 PW CO COM : STD : 2140 ETD : STA : 2220 ETA : PCD : PEW BAG : PW TCI : N PBI : YY PZN : N TGA : TAI : TR SOM : N PCP : Y BDT : 2055 PRS : N PBC : HLS : N PFM : PTM TPM FTL TRX : O DEST CIM OPS CHG PMR DOC RMK $ISB 3 N PEW 3 N F N DOH* F N

The TRX field is now set to O. Point Out


When a complete flight has a CF overridden, the PNRs must be updated with that information as well.

The entry only deactivates Auto Change Fee/Add Collect from the selected board point. If it is necessary to deactivate all affected board points of a flight route, the entry would need to be made at each board point.

Have participants practice as necessary. Monitor for accuracy. Apply


Override Report Introduce

All override transactions are recorded and written to an offline database.

The following fields, related to all overrides, are included in each record written to the override report database:

Passenger name

Passenger FQTV number, if in FF field of PNR or edited via ACSI entry

FQTV owning airline code

FQTV tier level (host)

Flight number/departure date/departure airport code

If the override is accomplished via the ACSI check-in entry, the flight number is the flight in the check-in entry.

Alternate space entries reflect the originally booked flight information.

If the override is accomplished via the mass override, the flight number is the flight number in the CFOFF entry.

If the override is accomplished via the MISC entry, the flight number is the first unflown host air segment in the itinerary.

Scheduled departure time (local)

Downline city

If the override is accomplished via the ACSI check-in entry or the mass override, the downline city is the off point of the flight in the check-in entry.

If the override is accomplished via the MISC entry, the downline city is the off point of the first unflown host air segment in the itinerary.

PNR record locator

Booking code The booking code is the booking code from the first unflown host air segment in the itinerary.


Override type (change fee, additional collection or both)

Information relative to the agent performing the override transaction. Employee number, ATAC station number (the mass override entry does not require the ATAC station number), die sine, date/time of override (local time of AAA), AAA including station code (LHRAP), and agent home station.

Currency code and amount (base fare) All currencies and amounts are converted to host currency when written to the RTA tape.

Ticket number (if contained in the change fee mask)

Override reason, including free text explanation The override reason is a two character alpha numeric field. The mass override entry does not require a reason, but does display CFOFF as the reason.

Method of override MISC, check-in or mass override

Mask ID (to support future enhancements)


Q u i c k R e f e r e n c e o f E n t r i e s

G*PCF Display list of passengers with CF edit codes

G*PAC Display list of passengers with AC edit codes

G*PCF/FULL Display full details for list of passengers with CF edit codes

G*PAC/FULL Display full details for list of passengers with AC edit codes

G*P2 Display specific passenger from list

G-SMITH1F1/50KHIY/N Check in passenger

GFITRX/O Override change fee and add collect for entire flight



Quick Reference of Entries

acsi automated change fee collection host

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