Reservation Manual

RESERVATION MANUAL

Copyright September 2007 Worldspan Training and Development London Worldspan is part of the Travelport Group www.travelport.com / www.worldspan.com

September 2007

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RESERVATION MANUAL

Page no. Section 1 Contents Section 2 Getting started:Keyboard layout Keyboard explanation Section 3 Sine in / sine out E-Learning Global Learning Centre Section 4 Global Reference System pages HELP and INFO pages TIMATIC Australian visas (TIETAS) Section 5 Encoding/Decoding: Cities, airports, airlines, Calculating time difference Section 6 Availability Schedules Minimum connecting times Decode aircraft equipment Section 7 AccessPLUS:Explanation of airline participation levels and booking procedures
Direct Access Availability

1.3 1.4

2.1 2.2 3.1 3.2 3.3

4.1 4.2 4.2 4.2

5.1 5.1 6.1 6.2 6.3 6.3 6.3

7.1
7.2

Direct response and Regular Participant

Table of AccessPLUS programme

7.2
7.3

Section 8 Selling seats:From availability Manual sell Travel segments Section 9 Insert Cancel/modify segments

8.1 8.1 8.2

9.1 9.1

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RESERVATION MANUAL Section 10 Passenger Name Record:Introduction to PNRs Components of a PNR Mandatory fields Name change restrictions Ignore, End Transaction, Direct response, Display PNR Optional PNR fields:Form of payment Commission General remarks Unique remarks Email address, My Trip and More website page Other service information (OSI) Special service requests (SSR) 10.7 -10.9 Section 11 Divide, reduce and clone PNR Section 12 Seats Section 13 Display PNR History Queues Action codes Section 14 Fares Section 15 Pricing Currency conversion

10.1 10.2 10.3 10.4 10.4 10.5 10.5 10.5 10.6 10.6 10.7

11.1 12.1 13.1 13.2 13.3 14.1 15.1 15.1

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RESERVATION MANUAL

September 2007

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Explanation of symbols used:=/+ / <, = = = Dash Slash Hash/End item (#) or use = Display key (*)

>

SOM (vertical)

SOM (horizontal)

;:

Dollar

{[ # key

Change key

Explanation of Function keys used:F7 -

F1 F2 F3 F4 F5 F6

Access Internet Shortcut XI entry Shortcut ARNK (0A) entry Clear all screens in active window Input recall key last 50 entries Todays date

F10 F11

Scroll through reservation windows F8 Move between screens F9 Clear active Window Shortcut End transaction Move up F12 Move down

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RESERVATION MANUAL SINE IN/SINE OUT PROCEDURES SINE Sine in to one area only Sine in to ALL areas (A,B,C,D,E,F) Move from area A to area F Move between work areas Sine out of active work area Sine out of All areas Sine out of a specific area Example: BSIA0747PI/GS Duty Code Mandatory Slash Agent Sine Unique User Code (4 digits) Work Area A ($ = all areas) Function Identifier Duty codes: GS - General Sales FA Fares Agent HELP

BSIA1234PM/GS BSI$1234PM/GS BF BA, BB, BC etc BSO BSO$ BSO$F

WORK AREAS

HELP B$

WORLDSPAN provides six work areas (A F) that provide the facility to multi task in different areas, at the same time. Entry : B$ Work Area Display
>B$ LNIATA - 4F7609 CITY F15 AAA STAT ACTIVITY A SUSP MYUDCA/1MCGILL/JENNI B ACT OO97YQ/1.SMITH/PAULM C SUSP D SUSP E SUSP F SUSP

QUE CAT ID DTY EMU NET PM GS PM GS PM GS PM GS PM GS PM GS

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RESERVATION MANUAL ELEARNING learning.wspan.com EMEAA Global Learning Centre http://globallearningcenter.wspan.com/emealearningcenter/ The Global Learning Centre provides agents with access to online self-paced tutorials and training paths; both basic and advanced. In addition to this, the Global Learning Centre also features information such as virtual and classroom based training course schedules, training documentation, agency format guides and contact details for the WORLDSPAN Helpdesk. The Global Learning Centre also contains e-Learning information, which includes information on hardware and software required to view the e-Learning tutorials. The e-Learning website provides access to self paced tutorials and virtual classes.

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RESERVATION MANUAL Click here to access Online Tutorials

Click to access Student Logon

eLearning Info for Student Logon Once you have clicked on the Tutorials link you can then click on Student Logon to register yourself as a student. You will then have access to WORLDSPAN online self-paced tutorials. One person in your agency can co-ordinate the registrations by having an Administrator Logon. Contact LON.TRAINING@WORLDSPAN.COM for more details.

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RESERVATION MANUAL GLOBAL REFERENCE SYSTEM (GRS) HELP GRS The Global Reference System (GRS) contains information on a variety of important subjects. WORLDSPAN Daily Briefing Weather information WEATHER Weather by City Code Weather by City Name Current weather at airport (must airport codes) Supplier information pages Airline Information Pages (e.g. Air France) Hotel Information Pages Car Information Pages G/AIR/AF0 G/HTL/SIQ G/CAR/ZEZ GDAY 17OCT HELP

GWEA LON GWEA LONDON FWV CDG

Tax/Currency Currency Information for Zimbabwe GRS continuation entries/scrolling

HELP GCUR GCUR ZIMBABWE

HELP SCROLL The right bracket and SOM ) > at the bottom of the screen indicates that there is more information to read. Type MD and <Enter> to Move Move down Move down specific number of lines Move bottom Move up Move up a specific number of lines Move top Go forward Go backward Move to a different page within a subject Redisplay last GRS page MD or F12 MD3 MB MU or F11 MU5 MT GF GB G/P3 GR

September 2007

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RESERVATION MANUAL

September 2007

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RESERVATION MANUAL HELP SYSTEM The HELP system provides access to WORLDSPAN format entries. The HELP system is designed with a series of prompts to help locate information. Example: HELP FARES HELP 4F HELP F (keyword) (function identifier) (letter, shows master index for F)

INFO SYSTEM The INFO system contains up to date information and explanations about WORLDSPAN system entries and design. Example: INFO FARES INFO 4F INFO F (keyword) (function identifier) (letter, shows master index for F)

TIMATIC

HELP TIM INFO TIM

TIMATIC is the automated Travel Information Manual. entry requirements for Visa, Passport and Heath. OVERRIDE mode. To display the TIMATIC index, enter: GT4 TIMATIC INFORMATION SERVICES 1 VISA INFORMATION 2 HEALTH INFORMATION 3 VISA/HEALTH INFORMATION 4 FULL TEXT INFORMATION - COUNTRY 5 CITY CODES - COUNTRY OR CITY INPUT H HELP-GROUP LISTS/RULES/NEWS

TIMATIC gives detailed NB. Must be in

To display the relevant subject template, enter: GT4/1 Australian visas (ETAS) HELP ETAS

Through TIMATIC It is also possible to process Australian visas through WORLDSPAN. To display the index To display ETA types TIETAS TIETAS4 September 2007 4.2

RESERVATION MANUAL

To display a template

TIETAR

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RESERVATION MANUAL ENCODING/DECODING HELP ENCODE HELP DECODE

City/airport Encode

HELP KC HELP ENCODE KC/PARIS KC/BIR KC/PE*

Encode city Encode list of cities beginning with the 3 letters specified Display list of cities beginning with the 2 letters specified

City/airport Decode

HELP KD HELP DECODE KD/LON

Decode city

Airline Encode

HELP KAC HELP DECODE KAC/CONTINENTAL

Encode airline

Airline Decode

HELP KAD HELP DECODE

Decode airline (2 letter code) Decode airline (Industry Number)

KAD/BA KAD/006

Airline alliance table ALLIANCE Display airline alliance table

HELP

KAL-/XX (XX = alliance code) KAL-/*O KAL-/*S KAL-/*A

List One World Alliance members List Skyteam Alliance members List Star Alliance members

Calculating time difference Check local time in city Check local times in multiple cities Check specific time in multiple cities

HELP KCD KCD*JNB KCD*LON/JNB KCD*1700PAR/JNB

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RESERVATION MANUAL Check specific time in multiple cities (12hr clock) KCD*6PLAX/JNB

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RESERVATION MANUAL AVAILABILITY HELP AVAIL HELP AVAILC The WORLDSPAN database maintains flight schedules and availability for flights departing today and 331 days in the future. When an availability entry is made, WORLDSPAN will prepare an unbiased flight availability display Basic availability entry Default to current date Default to current date All airports under specific city codes Availability with city pair, with date and time Specific airline Specific multiple airlines (maximum 3) Specific time, connection and airline Specific airline; direct and non-stop Specific class (maximum 3) A25APRFRAATL AROMLOS ALISBCN7A A12JUNLONLAX A25APRLAXPAR1600 A12JUNCDGLHR1000-BD A16JUNSTLHNL-NW-DL-UA A14JUNMANSIN2P/FRA-LH A9AUGPITATL9A-UA/D A23NOVSHAPEK*C*K*N

Availability continuation entries

HELP ACONT HELP A/R A1600 A6SEP A/R A/R7D A/R12SEP A/R15NOV1800 A-BA A-YY A/LAX AD AU AT AY A* AE AO AS# # ASA@ABRU A@DBHX A@AI AC1 AC2 September 2007 6.1

Alternate time Alternate date Reverse itinerary (same day) Return 7days later Specific return date Specific return date with time Specific airline All airlines Specify connecting city Availability down Availability up Availability for tomorrow Availability for yesterday Redisplay LAST availability Availability with elapsed flying time Redisplay ORIGINAL availability Search forward 7 days Search backward 7days Change arrival airport Change departure airport Change to Direct Access Display additional classes, screen 1 Display additional classes, screen 2

RESERVATION MANUAL Display additional classes, screen 3 AC3

Sample availability display (with code share disclosure on) AVAILEXPL

INFO

23NOV-FR-0001 LONNYC ** ET AC1 1*O#BA 117 F9 A8 J9 C9 D9 I9 W9 T9 LHRJFK-0820 1050 2*O#AA 115 F7 A7 J7 D7 I7 Y7 B7 H7 LHRJFK-0820 1105 3*O#BA 185 F9 A9 J9 C9 D9 I9 W9 T9 LHREWR-0910 1205 4*S#DL 4 J9 D9 I9 Y9 B9 M9 H9 Q9 LGWJFK-0915 1210 5 #VS 3 J7 D7 Z7 W7 S7 K4 Y7 B7 LHRJFK-0930 1210 6*S#CO8223 J4 D4 Z4 R9 Y9 H9 K9 M9 LHRJFK-0930 1210 CO8223 OPERATED BY VIRGIN ATLANTIC 7*O#AA 101 F7 A7 J7 D7 I7 Y7 B7 H7 LHRJFK-0955 1245 8*S#CO 19 J9 D9 Z9 R0 Y9 H9 K9 M9 LGWEWR-1030 1330 9 #VS3119 J4 D4 Z4 Y9 B9 L9 M9 Q0 LGWEWR-1030 1330 VS3119 OPERATED BY CONTINENTAL AIRLINES

744 0E 777 0E 777 0E 767 0E 346 0E 346 0E 777 0E 777 0E 777 0E

23 NOV FR LONNYC ** ET AC2 1 *A *O *S # BA 117 F9, A8, etc LHRJFK 0820 744 0 E

Requested availability date Day of the week Routing with city codes Time zone (applicable to US itineraries only Additional classes screen 2 Availability line number Airline alliance indicator for Star Alliance Airline alliance indicator for One World Airline alliance indicator for SkyTeam AccessPLUS indicator Flight number Classes and number of seats available Routing with airport codes Indicates more classes are available. Enter AC2, etc to display additional classes on screen 2 1050 Departure and arrival time (local times) Aircraft code Indicates non-stop flight E ticket indicator

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RESERVATION MANUAL

SCHEDULES SCHEDULES Basic entry, assumes current date (non-stop & direct flights only) With specific airline With date and time With specific carrier and time, 30 days schedule (direct, non stop and connection flights) With specific date and carrier (direct, non-stop and connection flights) Display schedule for 30 days forward Additional schedules Schedule Up Return schedules Change date and time Redisplay schedules MINIMUM CONNECTING TIMES

HELP

SBRUAMS SLONSIN-SQ S10OCTAMSFRA1600 S#10SEPDXBLHR1400 S@10OCTMILBCN-AZ S30 SD SU S/R S23AUG1900 S* HELP KEC HELP VCT* KEC*STL KEC*NYC KEC*MSP-NW KEC*JFK-DL*DI KEC*ORD-NW*ID KEC*ATL-DL-DL KEC*FRA-LH-AF KEC*T-LHR VCT*1-3 VCT$4

Standard MCT all airlines, specific airport Multi-Airport City For Specific Airline Domestic To International International to Domestic Online Connection Interline Connection Terminal Information View MCT for specific segments View MCT from availability display

FLIGHT SERVICE INFORMATION

HELP V* HELP V$ HELP VTT* V* V**3 V$1 VTT*1-3

From a PNR (up to a maximum of 8 segments) Single itinerary segment From availability View accumulated trip time, specific segments

Note: Flight service information is available for all airlines that provide information to OAG. September 2007 6.3

RESERVATION MANUAL View specific flight number DECODE AIRCRAFT EQUIPMENT Decode aircraft equipment type V*EK2/21SEPLHRDXB HELP EQP HELP EQP747

September 2007

6.4

RESERVATION MANUAL ACCESSPLUS HELP AP

AccessPLUS is a communications package that encompasses Airline Source, Direct Sell, Direct Access and Direct Response. AccessPLUS features both airline and non-airline. AccessPLUS participants communicate with WORLDSPAN via a two-way communications line. Standard formats are used for most AccessPLUS entries. ACCESSPLUS ARLINE PARTICIPANTS ACCESSPLUS LOG ON HELP APAIR INFO APAIR

All initial AccessPLUS entries require the change symbol @ either side of the 2-letter carrier code at the beginning. All subsequent entries require only the change symbol in front of the entry e.g. @AD. Availability (time MUST be included, 12 or 24-hr clock) @BA@A10SEPLISLHR0700 Continuation entry @AD Flight information for specific date @BA@2503/10AUG AIRLINE SOURCE PARTICIPANTS (#) INFO ASOURCE AIRLINE SOURCE is the communications link between WORLDSPAN and participating airlines. It ensures up to the second, last seat availability. A (#) preceding the airline code is placed in the availability display indicating an AIRLINE SOURCE participant. A ($) is appended to the flight segment indicating a guaranteed seat DIRECT SELL PARTICIPANTS ($) INFO DS

DIRECT SELL is the capability of simultaneously selling space in an AccessPLUS participant's system while viewing a WORLDSPAN availability screen. No AccessPLUS entry is required. A ($) preceding the airline is placed in the availability display indicating a DIRECT SELL participant. A ($) is appended to the flight segment indicating a guaranteed seat. DIRECT ACCESS PARTICIPANTS HELP APAIR INFO DA

DIRECT ACCESS provides the capability of accessing information from the database of an AccessPLUS-participant, and displaying it in WORLDSPAN. This feature provides last seat availability and various other up to date displays such as: Global Reference System Flight Information Fares Schedules Fare Rules Seat Maps

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RESERVATION MANUAL A (*) preceding the airline code is placed in the availability display indicating a DIRECT ACCESS participant. A (*) is appended to the flight segment indicating a guaranteed seat. DIRECT ACCESS AVAILABILITY INFO DA

The airline or participant code may be omitted for continuation entries: List of Direct Access continuation entries by airline Display Direct Access additional availability Return availability Redisplay last Direct Access availability Direct Access from WORLDSPAN availability by airline code Direct Access from WORLDSPAN Availability by line number Sell from Direct Access availability Sell connecting flights from Direct Access availability Schedule display Schedule Display-weekly Display additional schedules (Move Down) Display previous schedules (Move Up) DIRECT RESPONSE HELP *DR INFO DR DIRECT RESPONSE is a WORLDSPAN feature that appends an indicator to segments in your PNR indicating that an agreement to exchange record locators via teletype exists between WORLDSPAN and the airline. Segments on participating airlines are identified by a P (pending) until the participating airline has responded with their record locator. Once the airline responds, the pending indicator P is replaced with an A, meaning the booking has been acknowledged. Included in the Direct Response are the airlines record locator, the airline code, flight number and city pair. It is mandatory for an Airline Source and Direct Sell participant to participate in Direct Response. It is optional for the other airline participants. View All record locators REGULAR PARTICIPANT *DR HELP XX0SUB (XX = airline) @AD @A/R20APR1300 @A* A@AI A@2 01Y11 01Y13* @SQ@S7FEBBKKSIN6A @SQ@S7FEBBKKSIN6A/W @MD @MU

WORLDSPAN accesses the airline database when the booking is ended, i.e. after End Transaction. However, the airline can reject the booking within 12hours of it receiving it. It is recommended that a Regular Participant should not be confirmed to a passenger until the 12 hours have elapsed. September 2007 7.2

RESERVATION MANUAL

NB. If travel is within 48hours, contact the WORLDSPAN HELPDESK for assistance

RECAP OF ACCESSPLUS AND PARTICIPANT LEVELS

Availability Symbol #

Guarantee Symbol $

Marketing Name Airline Source Direct Sell

Service the airline provides Immediate/auto access to the airline database WORLDSPAN accesses the airline database when you sell a seat You access the airline database before you sell a seat WORLDSPAN accesses the airline database when you complete and end your booking. The airline has up to 12 hours after receiving the reservation to reject the booking

Direct Response Mandatory

Mandatory

Direct Access (A@XX)*

Optional

BLANK (no symbol)

BLANK (no symbol)

Optional

Regular Participants

*You can access any airlines database from the WORLDSPAN availability display, by entering: A @ XX (replace XX with appropriate 2 letter airline code, ie. A@AI) (spaces are for clarification only)

HOST CARRIER

INFO MULTIHOST

Northwest Airlines is a host airline. A # preceding the airline code is placed in the availability. No ($) is added to the flight segment when the seat is sold as the seat is automatically guaranteed. No Direct Response is returned to the WORLDSPAN booking, as the WORLDSPAN locator is the Northwest Airlines locator number.

September 2007

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RESERVATION MANUAL

September 2007

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RESERVATION MANUAL SELLING SEATS Sell a single segment Sell connecting flights, same class of service Sell connecting flights, different classes of service 02Y1 02Y1* 01Y1F2 HELP 0AVAI L

Surface segment (ARNK arrival unknown) To create an ARNK segment surface segment 0A or F3 Key Insert surface segment after segment 2 /2/0A

HELP 0A

Waitlist Waitlist a single segment from line 1 Waitlist multiple segments same class Manual sell 0L2Q1 0L1Y3*

HELP WAITLIST

HELP 0MAN Manually sell flight Manually sell flight on waitlist 0BD141Y23AUGLHRBRUNN1 0BA478Y23MAYLHRBCNLL2

Holding confirmed segments (HK) HK segment with agent name Manual sell holding confirmed segment with agent sine 01Y2@HKUABILL

HELP 0MAN

0DL732Y1JULATLDFWHK1DL29

Open segments (PS) Basic entry with date Without dates

HELP 0MAN 0SQOPENY15MARSINSYDPS1 0TGOPENYBKKPERPS1

Memo segments (MK) From availability Sell connections as MK Manually sell flight

HELP 0MAN 01Y1@MK 01Y1*@MK 0EK18Y23JANMANDXBMK1

Note: Never XI a passive segment. This will generate a cancellation message to the airline and will cancel the live booking! A passive segment should be removed using the status XK. E.g: .1XK September 2007 8.1

RESERVATION MANUAL

Examples of travel segment entries Car

HELP 0MAN

TNZEMK1CARD4/AA1-OHARE AIRPORT/AA2-CHICAGO IL 60616/AP-312-555-2222/BS-234567/RQ-USD 49.99/CP-12/VTLCAR/CD-WS165555/CF-80042356 TNZZMK2CHT12FEB/AN-BRITAINNIA FLIGHT213/DE1230LGW/ARR-1700AGP TNZZML2TUR15NOV22NOV/AN-SAFARI TOURS/IT800234/FF1-AWAITING CONFIRMATION TNHHMK1HTL12APRN3/AP-404-123-1000/AR-SAUNA AVAILABLE/FG-66423HILTON TNZZMK2FER14AUG/AN-PO FERRIES/CRD-B150.00/T10.00 TNZZMK1BKG1DEC/AN-REVALIDATION FREE/DUE-B25.00

Charter Flight

Tour

Hotel

Credit Debit

Retention segments Retention segments are used to keep a booking live via the system, once the segments are flown. Prints on the itinerary and on My Trip and More Does not print on the itinerary or on My Trip and More TNZZMK1AIR15JAN/AN-RETENTION (Date can be up to 331 days in the future) TNZZMK1ACC15JAN/AN-RETENTION (Date can be up to 331 days in the future)

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RESERVATION MANUAL INSERT AFTER SEGMENT ( / ) Insert after segment zero Insert segment 5 after segment 2 Insert and sell from availability Insert segment 4 and 5 after segments 1 Insert ARNK segment after segment 3 HELP / /0 /2S5 /2/01Y2 /1S4/5 /3/0A

CANCEL/MODIFY FLIGHT SEGMENTS CANCEL

HELP HELP XA

Cancel single segment Cancel multiple segments Cancel range of consecutive segments Cancel entire itinerary Cancel air segments only

X1 X2/5 X2-7 XI XA

NB. The following entries will cancel and rebook, but must ensure that guarantees have been received on the rebooked flights. Cancel and re-book class to M for segment 2 Cancel and re-book date for segment 3 Cancel and re-book date for AIR segments only Cancel and re-book class Q for AIR segments only Cancel and re-book specific segments to a specific class X2#0/M X3#0/10AUG XA#0/12JUN XA#0/Q X1/2/4#0/F

NB. The above cancel and rebook entries should only be used on flights with SS segment status. They should not be used on flights with HK segment status. Also, you must ensure that guarantees have been received on the rebooked flights. If the new flight is not available, WORLDSPAN will return a message to indicate that the original flight has been held.

September 2007

9.1

RESERVATION MANUAL

September 2007

9.2

RESERVATION MANUAL PASSENGER NAME RECORD (PNR) INDEX HELP PNR INFO PNR

A Passenger Name Record (PNR) is an automated file of a client's travel related information. A PNR remains active in the WORLDSPAN system for 2 days after the last segment in the itinerary. Other useful reference pages:HELP TAGS HELP ITIN INFO ITIN HELP CODES

September 2007

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RESERVATION MANUAL

COMPONENTS OF A PNR
(a) (b) (c) (d) (e) (f) (g( (h) 1P- 23R7CB 1.1JONES/KELLYMISS*ADT 1 SA 235Y 23SEP SU LHRJNB HK1 1900 0650 #1/O $ M SK E 2 SA 234Y 15OCT MO JNBLHR HK1 2010 0625 #1/O $ M SK E P- 1.1DQ 0208 745 1900/WORLDSPAN TRAINING /REF EVE T- 1.TAX/00/21MAY TKG FAX-NOT PRICED FARE TYPE EX G- 1.OSI SA TCP2 WITH PETERS X 1 SA 235 23SEP 2.SSRVGMLSAHK1LHRJNB0235Y23SEP- 1.1 3.SSRVGMLSAHK1JNBLHR0234Y15OCT- 1.1 **** ITEMS SUPPRESSED ****/S/DR

(a) (b)

(c)

(d) (e)

(f) (g) (h)

(i) (j)

1P 23R7CB WORLDSPAN booking reference code (record locator). st 1.1 1 passenger in the booking, consisting of 1 name. . JONES/KELLYMISSADT Name of the passenger with Passenger Type Code of ADT (Adult). 1 SA 235 Y 23SEP SU LHR JNB HK1 1900 0650 #1 / O $ M SK E st 1 1 segment SA 235 Airline code & flight number. Y Class of service. 23 SEP SU LHR JNB Date of travel, day of the week and city pair. HK1 One seat booked. N.B. see HELP ACTIONC for further references 1900 0650 Departure and arrival times (local). #1 - denotes next day arrival /O Not a connecting flight. or /X connecting flight $ Guarantee identifier sent from the airline. The guarantee identifier may be shown as a $ or *. See AccessPlus. M Meals have been requested. SK Seat Numbers have been assigned to this reservation. E Electronic ticket indicator. nd 2 2 segment. Same explanation as for the first flight P 1. 1DQ 020 - 8745-1900 T/WORLDSPAN TRAVEL / REF st P1. 1 telephone field. 1DQ Travel agency branch identifier known as a Pseudo City Code (SID). This is followed by the telephone number, name and branch reference. 7TAX/00/21MAY - Ticket field advising the agency of the PNR status. TKG FAX NOT PRICED FARE TYPE EX Determines whether or not the PNR is holding a ticket record. G 1 .SSRVLMLSAHK1LHRJNB0235Y15JUL - 1.1 G Lines commencing with the letter G indicate messages sent to/from the airline (G.Lines). st 1. 1 G. line. SSRV:ML (SSR) Special Service Request for a (VLML) vegetarian meal that permits dairy produce SA HK1 South African Airways - confirming one meal. LHRJNBSA0235Y City pair / Flight number and booking class. st 1.1 (SSR) items for the 1 passenger in this booking. nd 2 G line confirming the meal for the return flight. 3.OSISA TCP2 1PETERS SA235 23SEP rd 3. 3 G line in this booking. OSISA (OSI) Other Service Information on South African Airlines followed by the message.

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RESERVATION MANUAL
(k) ITEMS SUPPRESSED / S / DR Indicator advising there is additional information, which can be viewed if required. display, use * followed by letter(s), e.g. *S To

MANDATORY FIELDS
Function Phone Function Identifier 9 Format entry 9-EVE 9*020 8733 2333-H 01Y1* JONES/MAXMR CLARK/AMRS/DMISS*ADT/C04 7TAW/00/10FEB Ticket at Will, Category 00, date

PINT
Max No. Items 99

Itinerary Name

0 -

99 255

Ticketing

Phone field

HELP PHONE HELP 9 9BETTY 9*0208 8915411B 92@ 92@*0161 652-5699-B 913@

Agency first phone field Subscriber identifier (SID) Delete single phone item Modify phone item with automatic SID Delete range of phone items

Ticketing field Ticket at Will (awaiting ticketing) Ticket at Will with validating carrier Option date Ticket option date with follow up action Already Ticketed Change ticketing field Delete ticketing field

HELP 7 7TAW/00/05NOV 7TAW/00/05NOV-CKQ 7TAX/00/12JAN 7TAX/00/25FEB//CFM.WITH.PAX. 7T/ 7@TAW/01/26FEB-CTP 7@

Note: TAW drops to Queue 9 and TAX drops to Queue 8. Name field HELP NAME HELPHELP PTC -BROWN/CHARLEYMR -SMITH/ROBERTMR*SRC -SMITH/JULIANMSTR*CNN September 2007 10.3

Single name (assumes adult PTC) Single name with PTC (senior citizen) Single name with PTC (child)

RESERVATION MANUAL Multiple names with PTCs SMITH/ALANMR/ANNMISS*ADT/C11 Single name with PTC (infant) Two different surnames -JONES/PAULMSTR*INF -SANDS/LISAMS#CONNERS/KIMMS

Name field modify/delete Change surname, single name field PNR Change first name for passenger 2.2 Change PTC, for name 2.1 Change first name and PTC, name 1.1 Delete name 2.3 Delete entire name field 1

HELP @ @NEILSON/HUGHMR 2@.2/JOHNMR 2@.1*SRC 1@.1/MARYMS*GVT 2@.3 1@

Airline Name change restrictions Display name restriction table, all participants Display specific airline name restriction table code) Display restrictions for airlines in PNR KRN* KRN*XX KRN*I

HELP KRN

(xx = airline

Ignore PNR (IGN) Ignore Ignore and Redisplay the PNR in the original form I IR

HELP IGNORE

End Transaction End transaction End transaction and Redisplay the PNR. E ER

HELP END

Direct Response Display direct response (view airline record locator/s) *DR

HELP *DR

Display PNR Display by record locator Display by surname Display by surname and date Display by full name and date* Display by surname if spelling unknown Redisplay name list

HELP *PNR* *YZN42E *-SMITH *-HARRIS#21APR *-SIM/SUSANMISS#13JUL *-KE* *L September 2007 10.4

RESERVATION MANUAL

Display portions of PNR Display record Display itinerary only Display history *R *I *H

*Name needs to be the same as shown in the passengers passport OPTIONAL PNR FIELDS

FORM OF PAYMENT ( 5$ ) Form of payment Agent Non-Ref Form of payment cash Form of payment check With expiration date Delete form of payment Modify form of payment MANUAL CREDIT CARD APPROVAL

HELP FOPRMK 5$AN 5$CA 5$CK 5$CCAX123456789012345P0297 5$@ 5$@#5$CK HELPCK/ HELP APPROVAL HELP CC CODES INFO CK/

Approval received from automatic credit card authorisation process. Manual credit card approval with expiry date, ISO code, amount and IATA number CK/AX1234567890123100P1210/GB/262/9966816

COMMISSION (5CM)

HELP COMMRMK HELP 5CM 5CM9 5@CM11 5@CM

Basic entry (percentage amount) Modify commission Delete commission field

GENERAL REMARKS (5)

HELP GENRMKS HELP 5RMK

You can enter general remarks into the PNR, using the 5 field (min 2 / max 69 characters) Example of general remark Example of adding multiple remarks 5 PAX REQUIRES BROCHURES 5 ADVSD PAX FARE NON REF#5 BUT CAN CHANGE FOR FEE GBP50.00 September 2007 10.5

RESERVATION MANUAL Display general remarks Modify remark Delete remark Delete range of remarks *M 52@PSGR RCFM 21JUN 52@ 51-2@

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RESERVATION MANUAL

UNIQUE REMARKS (5.) UNIQUERMK HELP 5. Historical remark (recorded in PNR history) Car remark Display unique remarks Change unique remark Delete unique remark

HELP

5.ZPSGR DECLINED B FARE 5.CCAR CANCEL NO. 4578A *U 5.C1@NEW MESSAGE 5.Z2@

EMAIL ADDRESS Add client email address

HELP EMAIL RMK 5-MTT*KELLY.JONES@WOLDSPAN.COM

Approx 3 minutes after End Transaction, an email is sent to this email address with a link to My Trip And More. Add additional address for name field 5MTAN2.1*JB.BROWN@HOTMAIL.COM Item 2.1 My Trip and More is a facility whereby travellers can view their travel itinerary online. www.mytripandmore.com

September 2007

10.7

RESERVATION MANUAL

OTHER SERVICE INFORMATION (OSI)

HELP OSI HELP 3@ No response is required from the

Other Service Information is for notification only. airline. Create OSI Send message to All airlines (YY) in itinerary To Complete a Party of # (TCP) Advise local contact SMITH

3OSI UA PSGR IS CHAIRMAN 3OSI YY PAX ON HONEYMOON 3OSI KLTCP4 BROWN X 3 3OSI DL CTCM MR J 07789 232441

Display OSI in GFAX Delete OSI line 2 Delete range of OSIs (lines 1 3) Modify OSI line 2

*G 32@ 31-3@ 32@OSI KL TCP5 BROWN X 3

SPECIAL SERVICE REQUEST (SSR)

HELP SSR

Special Service Request requiring action from the receiving airline. Display SSR in the GFAX *G

September 2007

10.8

RESERVATION MANUAL

Meals

HELP 3SA HELP 3S1 3SAVGML 3S2/3AVML 3S2/ /4KSML 3SAN1.2LSML 3S2/4N12.2VGML 3S1N1.2SPML/NO NUTS 3S1//3N1.1-1.2VGML

All segments, all names, Multiple segments, all names Segment range, all names All segments, Specific name Multiple segments, range of names Special meal with free format information Range of segments, specific names

Wheelchair assistance

HELP SSRCHAIR HELP WHEELCHAIR 3SAN1.2WCHR 3SAN2.1WCHS 3SAN1.1WCHR SPRAINED ANKLE 3S1N1.2WCHR

All segments, passenger 1.2 All segments, passenger 2.1 All segments, passenger 1.1 Segment 1, passenger 1.2

NB. Please take care to read the notes under HELP SSRCHAIR

Child and Infant SSR remark

HELP CHILD HELP INFT

HELP SRCHLD HELP SSRINFT

Child SSR Passenger 1.2, child, date of birth Infant SSR Infant without a seat (passenger 3.1), travelling with adult (passenger 1.1) 3SAN1.1INFT-3.1/18SEP07 Infant with a seat (passenger 3.1) with date of birth 3SAN3.1INFT/18SEP07 3SAN1.2CHLD/03AUG02

Frequent Flyer (FQTV) FQTV card and flown airline = same Passenger travelling on different airline to FQTV held

HELP FQTV 3S1N1.1FQTVDL1234567 3SSRFQTVNWHK/ US123456781.1

September 2007

10.9

RESERVATION MANUAL Note: Because you cannot modify and name select in one entry to change a FQTV item, you must delete the old item and re-enter the new.

Miscellaneous All segments, passenger 1.1 is deaf All segments, passenger 1.1 taking a bike

HELP SSRMISC 3SAN1.1DEAF TAKING A DOG 3SAN2.1BIKE DIM 87CM X 87CM

Modify/delete SSR

HELP 3@ HELP SSR@ HELP EWR EWR EWGR 31@ 32.XX 31@

End, Work and Redisplay PNR End, Work, General fax (G lines) and redisplay PNR Modify SSR item Cancel SSR (sends message to airline) Delete single item from PNR (only if status is NOT KK/HK)

Passport Information Transmits passport information of passenger to the airline by SSR:

HELP PSPT

3SSR PSPT AA HK1/2294H2/US/29OCT42/M/H-2.1 (spacing for clarity only) | | | | | | | | | | | | | | | Name select (mandatory) | | | | | | Primary Passport Holder | | | | | Gender | | | | Date of Birth | | | Country of Issue | | Passport Number | Airline to which passport information is being sent SSR code indicating Passport Information Additional Passport Information template (PNR must be active) *API

The Advance Passenger Information System (APIS) is information required to be given by the passenger to the airlines when travelling to particular countries.

September 2007

10.10

RESERVATION MANUAL

September 2007

10.11

RESERVATION MANUAL DIVIDE PNR HELP DIVIDE

Airlines have their preferred method of DIVIDE, so check with them prior to dividing a PNR If booking has been ended it is possible to divide a PNR. Divide one surname (divide the party making the change) Divide multiple names (ie. passenger 1.1 and 3.2) Divide individual from surname File the PNR D2 D1.13.2 D1.2 F

REDUCE NUMBER IN PARTY ( $ ) Only recommended if the initial booking has not been ended. Reduce number in party to 2 (airline segment) Reduce number in party to 1 (AUX segment 2) Delete appropriate name(s) Only use reduce entry PRIOR to End Transaction

HELP REDUCE

$2 $1N2 -1@ or -2@.1

END AND COPY/CLONE A PNR Itinerary/same dates and number in party Itinerary/name/phone and remarks Itinerary/party of 2 Itinerary segments/1 week later Itinerary segements/1 week earlier

HELP EC EC EC*A EC2 ECW1 ECW-1

September 2007

11.1

RESERVATION MANUAL SEATS Reserve seats - Generic 4RA Reserve seats, all segments and all passengers (Default to Non-smoking Aisle and adjacent) Reserve seats, all segments and all passengers, window and adjacent seats Reserve segment 1 only for all passengers Reserve seat, segment 3, Non-Smoking Window HELP STMAX HELP SEAT HELP

4RA 4RA$W 4RS1 4RS3$W

Reserve seats Specifc (via seat map)

HELP XX0 SEAT INFO XX0 MAP 41* 4RS1$21A 4RS2$22 BC

Display seat map for segment 1 Reserve Seat for Segment 1 Reserve Multiple Seats Segment 2

Manual seat request

HELP SSRMISC

Reserve seats all passengers, all segments (non smoking window) 3SANSSW Reserve seats all passengers, all segments (non smoking aisle) 3SANSSA

Reserve seats via SEAT MAPS GO! Script Script Index Cancel/modify seats HELP 4RX Book SEAT MAPS GO! HELP 4R@

Change seat assignment for SSR seat item 1 Change seat assignment for SSR seat item 3 (generic code) Cancel SSR seat item number 4 Cancel all seats for specific segment Cancel all seats for all flights Cancel Specific Segment and Name

4R@1$25A 4R@3$W 4R@4 4RX2 4RX 4RX1-2.1

Display Seat facts (*S) Display SFAX

HELP SFAX *S

September 2007

12.1

RESERVATION MANUAL Save Seats (simultaneous changes) Ignore and redisplay PNR/Save seats HELP IS IS

September 2007

12.1

RESERVATION MANUAL PARTIAL PNR HISTORY Display full history

R-1P P/ AD UA1481B 20SEP LASLAX ACKN HDQUA RRSFC6 R-P/ -CR- HDQ/1P EM UA 17APR07 0937Z 000000 *** AS UA1481B 20SEP LASLAX SS2 620A 721A $ E AS QF3121B 22SEP LAXLAS SS2 730A 845A $ E R-P/ -CR- 1DQ/1P GS PM 17APR07 0937Z E00129 *** R-AKA-MUCRM1A17093750 -CR- MUC RM 1A 17APR07 0937Z *** AD UA1481B 20SEP LASLAX ACKN HDQUA RRSFC6 R-P/ -CR- HDQ/1P EM UA 17APR07 0937Z 000000 *** AS UA1481B 20SEP LASLAX SS2 620A 721A $ E AS QF3121B 22SEP LAXLAS SS2 730A 845A $ E R-P/ -CR- 1DQ/1P GS PM 17APR07 0937Z E00129 *** AD VS 43B 15SEP LGWLAS ACKN LGWVS C5BR67 AD VS 44B 27SEP LASLGW ACKN LGWVS C5BR67 R-P/ -CR- LGW/1P EM VS 17APR07 0915Z 000000 *** AS VS 43B 15SEP LGWLAS SS2 1125A 140P $ E AS VS 44B 27SEP LASLGW SS2 405P 955A $ E R-P/ -CR- 1DQ/1P GS PM 17APR07 0915Z E00129 ***

HELP *HPARTS *H

SAMPLE OF PNR HISTORY CODES

HELP *HISTC

CODE ---AB AC AD AG AL AM AS AZ EJ HG LPRG DTE QP QR RSC SK TL XB XD XE XF XG XI XJ XK XL XM XN XO XP XQ XR XS

DEFINITION ---------PTA PNR - PURCHASER FIELD ADDITION PTA PNR - ACTION FIELD ADDITION ADDED DIRECT RESPONSE ACKNOWLEDGEMENT ADDED SSR ITEM RECORD LOCATOR ADDED PTA PNR - FARE FIELD ADDITION ADDED SEGMENT ADDED UNIQUE 5.Z REMARKS EXISTING MARRIED SEGMENT DISPLAY SSR ITEMS OF HISTORY (HX GFAX) RECORD LOCATOR PNR PURGE DATE QUEUE PLACEMENT QUEUE REMOVE RECEIVED FROM FIELD SEGMENT WITH STATUS/ACTION ADVICE CODE/CHANGE SCHEDULE CHANGE SEGMENT TIME LIMIT - TICKET TO CONFIRM PTA PNR - PURCHASER CHANGE CANCELED DIRECT RESPONSE ACKNOWLEDGEMENT CANCELED/DELETED ELECTRONIC TKT ACKN/AUTH PHONE FIELD CHANGED/DELETION CANCELED/CHANGED SSR ITEMS PTA PNR- SPECIAL REMARKS CHANGE/DELETION PTA PNR- PASSENGER CONTACT CHANGE PTA PNR- MESSAGE FIELD CHANGE RECORD LOCATOR CHANGE PTA PNR - FARE CHANGE CANCELED/DELETED NAME FIELD CANCELED OTHER DATA PTA PNR - NUMBER AND/OR VALUE AMOUNT CHANGE STORED FARE QUOTE CHANGE/DELETIONx PTA PNR - ROUTING FIELD CHANGE CANCELED SEGMENT

September 2007

13.1

RESERVATION MANUAL

QUEUES HELP EW QNBR

HELP QUEUES INFO QUEUES INFO

WHAT IS IT? WHO? HOW?

Queues are an electronic method of sending and receiving messages. Vendors (Airlines, Hotels, Cars), Colleagues and Branches Via your WORLDSPAN PNR either in segment status or in the G field (SSRs)

To display a list of queues with ACTIVITY (with messages) QCT*ALL Queue Count / Display ALL PNRs

System response:
>1112 23JUL 1DQ PREF QUEUE 0 URGENT 1 CONFOS 8 OPTIONS 9 7 SCHE CHGS

CAT D/R C 0 MESSAGES C 0 MEALS ETC C 0 7TAX/00/.. C 0 C 4

Q/TTL D1 D4 2 D4 2 1 1 17 4 1

IW 10 0 5 22 2

Access specific Queue, Category and Date Range Work (update) PNR (including G lines; SSRs) (End, Work G lines & Redisplay) Work (update) PNR (excluding G lines) and retrieve (End, Work and Retrieve PNR) Remove PNR off accessed Queue Exit Queue and Ignore current PNR Exit Queue and End Transaction on current PNR Ignore PNR and send to the back of the queue Place a PNR on specific Queue number (right now) Place a PNR on specific Queue number (future date)

Q/7*C4*D4 EWGR

EWR

QR QX#I QX#E I QEP/46 QF/46*24SEP

September 2007

13.2

RESERVATION MANUAL

ACTION CODES

HELP ACTIONC

Action/Advice/Status codes are used to advise an update to the status of a segment and the GFAX field (SSR) CHANGING SEQUENCE OF STATUS/ACTION CODES NN LL SS PN HL HK

NO YES KK UC

MAYBE

NO

YES

HOST SCHEDULE CHANGE WK CANCELLED FLIGHT

OAL

UU

UC

KL

WK

HK

HL

HK

SC

NEW FLIGHT

TK

HK DEFINITION OF COMMON ACTION / STATUS CODES HK HL KK KL LL MK NN NO PB PN PS Holding confirmed Holding list (waitlist) Confirmed from pending Confirmed from list (waitlist) List segment (waitlist) Memo confirmed Seat requested No action taken Priority waitlist (NW) Space pending (request) Pending sale PW RR SC SS TK UC UN US Priority waitlist (DL) Reconfirm New flight schedule (NW) Segment sold New flight schedule (OAL) Waitlist closed (unable waitlist) Unable - flight not operating Unable to sell. Waitlist from seat sale UU List from pending (waitlisted) WK Was confirmed (previously confirmed segment)

September 2007

13.3

RESERVATION MANUAL

September 2007

13.4

RESERVATION MANUAL FARES DISPLAY 4F HELP FARES INFO 4FEXPL HELP

Moneysaver Fare Display Moneysaver is the WORLDSPAN published fare display Basic entry (current day/time assumed) Fares for specific class Fare with type code

HELP MONEYSAVER

4FLONBRU 4FMANDXB#J 4FLONLONRW

Specific Carrier Fare Display Basic entry (normal and excursion fares) Multiple airlines (maximum 5) Specific carrier and class 4FBAHAMM-SV 4FGLACGN-LH-KL 4FLONLIS-TP#Y

Ultimate Fare Search Seasonal Leave date Leave and return date (all edits) Specific airline (all edits) Leave and return number of days

HELP UFS 4FLAXLON/S30JUN 4FFRABRI/L12SEP 4FLHRAMS/L3AUG/R30AUG 4FAMSFRA-KL/L21JAN/R29JAN 4FPARHKG-AF/L15MAR/R10D

Fare Continuation Entries Redisplay last fares display Convert availability display to fares display Convert fares display to availability display Change to specific airline Change to a Moneysaver fares display 4F* 4F.A A.4F 4F*-SA 4F*A

HELP 4FOPT

Rules from Fare Display

HELP RULES INFO RULES

Fare Mini-Rule (from line number) Redisplay fare rule List of applicable categories Specific category access (PEN =Penalty) Specify multi categories of rules (max of 5)

4F.R2 4F.R* 4F.R1#MENU 4F.R1#PEN 4F.R1#PEN/FLT/ADV/SEA/BLA

September 2007

14.1

RESERVATION MANUAL PRICING HELP PRICING HELP 4P HELP 4PLF Pricing Entries Price as booked Price lowest available fare Price lowest available fare and rebook Price lowest potential fare Price fare specifying booking code Price segments 1 and 4 Price using PTC Price using multiple PTCs Price using PTCs and segment select 4P 4PLF@ 4PLFB@ 4PLFQ@ 4P.C 4PS1/4 4PPCNN 4PPADT/CNN 4PPADT/CNN#S1/4

Create Ticket Record / Store fare in PNR Create Ticket Record Store fare in PNR Copy Ticket Record to PNR

HELP 4P* 4P* 4PQ 4PQC

Display Ticket Record and Stored Fare Quote Display Stored Fare Quote Display Ticket Record Delete Pricing Delete Ticket Record Delete Stored Fare Quote

HELP 4* 4*Q or *FQ 4*

4P*@ 4PQ@

Fare Rules from Pricing To display fare components To display specific component To display specific component and PTC

HELP 4PR 4PR 4PR-1 4PRPADT-1

Currency conversion Convert GBP1000 to USD, using country code Convert GBP500 to EUR, using currency code Convert EUR400 to GBP, using currency code

HELP CURRENCY CONV 4C@1000/US 4C@500/EUR 4C@EUR/400 15.1

September 2007