Amadeus Ancillary Services - Amadeus Global Website · Frequently Asked Questions ... Amadeus Ancillary Services ... implemented the interactive seat map with Amadeus or on airlines

Amadeus Ancillary Services

User Guide

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[email protected] Last update: 19/10/2012 Page 2 of 46

Table of Contents Introduction ......................................................................................................................... 3

What are Amadeus Ancillary Services? ............................................................................... 4

Booking Chargeable Ancillary Services Based on SSRs or SVCS ............................... 4

What type of Document is used for Ancillary Services? ................................................ 5

Differences between Associated (EMD-A) and Standalone EMD (EMD-S)? ................. 6

What are RFICs/RFISCs? ............................................................................................ 6

How RFICs/RFISCs are used in the EMD TSM ............................................................ 6

EMD Coupon Structure ................................................................................................ 7

EMD-A Behaviour ................................................................................................................ 7

EMD status codes ........................................................................................................ 7

Association / Disassociation ......................................................................................... 7

EMD-A issuance restrictions ........................................................................................ 8

Ancillary Services Booking Flow .......................................................................................... 9

Catalogue of Services ....................................................................................................... 10

Ancillary Services Pricing Options ..................................................................................... 12

Step by Step Guides ......................................................................................................... 13

Book a Chargeable Seat ............................................................................................ 13

Book a Chargeable Seat with Exceptions for Frequent Flyers .................................... 16

Book Prepaid Baggage .............................................................................................. 18

Book a Pre-Paid Meal/Catering .................................................................................. 20

Follow Up Entries .............................................................................................................. 22

Displaying the TSM Pricing Record ............................................................................ 22

Displaying the EMD-A ................................................................................................ 22

Example EMD-A Display ........................................................................................ 22

Example EMD-A Incorporating an ARNK Surface Sector ....................................... 23

Displaying an E-ticket Record with Associated EMD .................................................. 24

Example e-ticket Record Display with Associated EMD ......................................... 24

E-Ticket Revalidation ................................................................................................. 25

E-ticket Reissue ......................................................................................................... 27

EMD Reissue with No ADC .................................................................................... 27

EMD Reissue with ADC ......................................................................................... 31

EMD to EMD Multi Passenger Reissue .................................................................. 35

EMD Quick Reference Guide ............................................................................................ 39

Error Messages ................................................................................................................. 42

Frequently Asked Questions ............................................................................................. 44

Reporting an Incident on e-Support ................................................................................... 46

Document control

Document Release Information Release number Date updated Updated by Details of update 12.1 19/10/2012 Neil Canning Document Creation

13.1 28/01/2013 Neil Canning Added EMD reissue steps

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Introduction The information contained within this document explains the concept of Ancillary Services, how Ancillary Services are processed in Amadeus Selling Platform. The primary purpose of this user guide though is to offer functional step by step examples explaining how to create and issue an Ancillary Service on Amadeus using either Associated Electronic Miscellaneous Documents (EMD-A) or Virtual Miscellaneous Documents (VMCO) as well as listing additional useful cryptic command entries in a ‘Quick Reference Guide’ Section.

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What are Amadeus Ancillary Services? Amadeus Ancillary Services are optional services that a passenger can purchase in combination with an airline ticket. An airline can decide which ancillary services are chargeable and under which conditions. For example:

• An ancillary service can be chargeable for one destination and not for another.

• A service can be chargeable for economy passengers but free in business class.

• A service can be free of charge depending on a passenger's frequent flyer status and a paid service for others.

It is up to each airline to decide if, and how charges are applied to ancillary services. Some ancillary services can only be purchased at the same time as the air ticket or after the ticket has been issued. These services can only be sold as an associated service with a flight reservation. They are booked through SSR elements. Other ancillary services can be purchased as a standalone service with or without a flight reservation. For example lounge access or a promotional item (t-shirt, mug, etc…). They are booked through manual auxiliary segments (SVC segments). There are three types of chargeable ancillary services:

• Chargeable ancillary services based on special service requests (SSR elements)

• Chargeable advance seat requests (SSR elements) Note: chargeable advance seat requests are only available on airlines that have implemented the interactive seat map with Amadeus or on airlines using Amadeus in their own offices.

• Chargeable manual auxiliary segments (SVC segments) Examples of the types of services currently offered include:

• Seat Selection

• Excess Baggage

• Catering

• Pets

• Unaccompanied Minors

Booking Chargeable Ancillary Services Based on SSRs or SVCS Chargeable ancillary services are booked by entering a special service request (SSR) element or manual auxiliary segment (SVC segment) in to the PNR. In fact, until the SSR element or SVC segment has been booked, it won’t be possible to tell whether the service that has been requested is chargeable or not. Chargeable services are identified by the format of the system response in the PNR. They are displayed with a slash "/" in front of the SSR element or SVC segment line which is returned in the system response.

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Example Chargeable SSRs are managed by the system in the same way as regular SSRs (SSR explosion at time of input). For more information on SSRs or how to create an SSR element please refer to the functional help pages in the Amadeus Selling Platform command page using the entry: HE SR SVC segments, however, must be passenger associated when they are entered in a multiple-passenger PNR and they must be associated to one passenger only. For more information on how to enter manual SVC segments enter HE IU in the Amadeus Selling Platform command page.

What type of Document is used for Ancillary Services? Depending on your office profile settings, you can issue an Amadeus Virtual MCO (VMCO) or an Electronic Miscellaneous Document (EMD). Note: you can only issue an EMD, if the airline charging for the ancillary service and the market in which the document is issued has implemented Electronic Miscellaneous Documents (EMD). Wherever applicable an EMD will be issued in the first instance. If the airline has not implemented EMD then a VMCO will be issued instead. Where an Ancillary Service is linked to a specific flight segment and where airlines support EMD an Associated Electronic Miscellaneous Document will be issued. This is also known as an EMDA.

--- TST TSM RLR ---

RP/LON1A0983/LON1A0983 NC/SU 3JUL12/0951Z 5TWRTB

LON1A0983/0706NC/3JUL12

1.SMITH/JOHN MR

2 AF2281 L 02OCT 2 LHRCDG HK1 1600 1810 02OCT E AF/5TWRTB

3 AF 076 T 02OCT 2 CDGLAX HK1 1910 2135 02OCT E AF/5TWRTB

4 AF 077 T 12OCT 5 LAXCDG HK1 2135 1700 13OCT E AF/5TWRTB

5 AF1080 L 13OCT 6 CDGLHR HK1 1815 1830 13OCT E AF/5TWRTB

6 AP LON 08456588833 - AMUK ACO - PRODUCT - TEAM OFFICE - A

7 TK OK03JUL/LON1A0983//ETAF

8 /SSR RQST AF HK1 CDGLAX/35KN,P1/S3 SEE RTSTR

9 /SSR RQST AF HK1 LAXCDG/35CN,P1/S4 SEE RTSTR

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Differences between Associated (EMD-A) and Standalone EMD (EMD-S)?

Standalone EMD (EMDS) Associated EMD (EMDA)

• A standalone EMD is issued for a residual value or the collection of miscellaneous charges that are not lifted with an e-ticket coupon. For example vouchers, group deposits, change fees, and so on.

• The standalone EMD can consist of a single or multiple value coupons depending on background settings.

• It can be issued in connection with individual e-ticket coupons or an e-ticket.

• It can be linked with an e-ticket for reference.

• It can be consumed at issuance or used at different stages.

• It has no interaction with the airline systems (reservation systems and DCSs).

• An associated EMD is issued for the collection of miscellaneous charges and excess baggage charges that are lifted (considered used) at the same time as the e-ticket coupon. For example, sports equipment, pets in cabin or animal in hold, excess baggage, and so on.

• The associated EMD can consist of a single or multiple value coupons that are directly linked to individual flight coupons.

• Each EMD coupon that is associated to an e-ticket is referenced in the e-ticket record with the corresponding e-ticket coupon.

• The carrier and the routing of the EMDA and the e-ticket coupons must match.

• An EMDA can be automatically or manually associated or disassociated.

• Only airline agents can manually associate and disassociate EMDAs.

• The EMDA's final usage depends on the e-ticket coupon it is associated to, providing it does not become disassociated.

What are RFICs/RFISCs?

An RFIC is a Reason-For-Issuance code. It defines which group of services an EMD belongs to. The RFICs are compliant with the IATA standard. An RFIC can have multiple Reason-For-Issuance Sub-Codes (RFISCs). The RFISCs are airline-specific.

How RFICs/RFISCs are used in the EMD TSM

When you create a Transitional Stored Miscellaneous Pricing Record (TSM-P) document the RFIC and RFISCs and their description are automatically filled in the EMD TSM.

All services contained in an EMD belong to the same reason for issuance.

An EMD may contain only one RFIC but several RFISCs for different services or fees. Each EMD coupon is based on the RFISC.

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If the RFIC is the same, on same EMD there can be different RFISCs

EMD: Coupon Service code RFIC RFISC

LONHEL PETC C 0BT

HELSTO PETC C 0BT

STOHEL AVIH C 0BS

HELLON AVIH C 0BS

If in addition to services above passenger has XBAG STOHEL & HELLON, that would have to be issued on separate EMD because there can only be one service/flight segment on same EMD.

EMD Coupon Structure

An EMD may contain up to 16 coupons, where up to four coupons can have the same EMD number. If an EMD contains more than four coupons, a conjunction EMD will be issued (up to four).

The EMD coupon status indicates the current usage of the service or fee. When an EMD is associated to an e-ticket, the coupon status change of the e-ticket and the EMD coupons are partly synchronized (temporary statuses do not come over from e-ticket to EMD).

EMD-A Behaviour

EMD status codes When the e-ticket that is associated to an EMD is set to flown status (F) by airline Departure Control Systems (DCS), the coupon status on the associated EMD is also change to F for flown. Intermediate e-ticket status codes for airport control (A) and checked in (C) are not reflected on EMD-A coupon.

Association / Disassociation The system automatically disassociates an EMD-A from an e-ticket when:

• Travel agent exchanges e-ticket coupon that has EMD-A attached to it. Travel agency may need to contact an airline Ticketing Help Desk in case EMD-A needs to be re-associated to another ticket.

• E-ticket is voided. EMD must be voided separately if agent wants to cancel issuance

• E-ticket is refunded. EMD must be refunded separately if that is the intention

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EMD-A issuance restrictions

• EMD-A can be issued only on flights operated by the marketing carrier and cannot currently be issued on code share services.

• Passengers must hold an e-ticket for the operating carrier. It is not possible therefore to issue an EMD-A for a flight which is not ticketed on the operating carriers e-ticket stock. For example an EMD-A could not be issued for an ancillary service on a Finnair segment if the e-ticket number belongs to British Airways. This would require an EMD interline agreement between the two carriers which is not currently available.

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Ancillary Services Booking Flow All it takes are 5 easy steps for creating an Amadeus Ancillary Service

• Create or Retrieve PNR (which includes a stored fare)

• View catalogue of services (optional)

• Book chargeable Services/Create SSR

• Price chargeable service

• Add Payments

• Issue Documents

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Catalogue of Services A catalogue of ancillary services can be displayed from an itinerary for information purposes. This can be done during PNR creation or from a retrieved PNR. A TST (Transitional Stored Ticket) must be present in the PNR for the relevant itinerary before the catalogue of associated services can be displayed. FXK Display Catalogue for entire PNR FXK/P3 Display Catalogue by passenger number FXK/S2 Display Catalogue by segment number FXK/P3/S2 Display Catalogue by passenger and segment number Example Ancillary Service Catalogue Display

Explanation of Catalogue Display FXK Repeat of entry PASSENGER Passenger column with the passenger reference. A plus sign (+) may also be displayed, if the number of passengers exceeds the display size of the screen. Example: p2-4, 6-8, 1+

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PR Service provider code column with the two-character code of the airline providing the service.

FROM-TO Location column with the board on and board off points. For an itinerary with flight connections an asterisk '*' is displayed between the board point and the off point. Example: LON*HKT. RFC Reason-for-issuance-code column with the reason-for-issuance code (RFIC) of the chargeable service as defined by the airline providing the service. OC OC sub code column with the three-character Reason-for-Issuance Sub Code

(RFISC) as defined by the airline providing the service. SRV Service code column with the four-character service code of the chargeable

service. PTC Passenger Type Code (PTC) column with the passenger type that is

associated to the passenger in the name element of the PNR or that was requested in the entry. The default PTC is 'ADT' for adult.

BKM Booking method column. The booking method that is required to book the chargeable service SSR = Special Service Request Element SVC = Manual Auxiliary Segment SEA = Seat Request Element CBD = Contact Carrier for Booking Method NBR = No Booking Required or a blank may be displayed, if there is no specific booking requirement. (GBP) Currency Code TOTAL Total amount column with the total price for the service per person. 001 Line number of the chargeable service in the FXK display. If ')>' is displayed, scroll down (MD) to view additional catalogue items. BAGGAGE Service commercial name (BAGGAGE – UP TO 10 KG) and description. A plus sign (+) is displayed at the end of the line, if the service commercial description is truncated.

Seat characteristics (e.g. L for Leg Room) and service pricing (e.g. GBP10 FOR 1 KG EXCESS WEIGHT) descriptions may also be displayed where applicable.

Note: If after entering FXK the system does not find any eligible chargeable ancillary services, the following error message is displayed: NO VALID PRICING SOLUTION FOUND

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Ancillary Services Pricing Options FXG Confirmed pricing for all passengers and services FXH Informative pricing for all passengers and services The following pricing options can be applied where appropriate to either a confirmed (FXG) of informative (FXH) pricing entry: FXG/ALL Confirmed pricing for all services (including already priced services) FXG/P3 Confirmed pricing by passenger number FXG/L3 Confirmed pricing by service element selection by PNR line number FXG/S3 Confirmed pricing by PNR air segment selection FXG/INF Confirmed pricing with infant name generated in TSM-P FXG/R,FC-USD Confirmed pricing using currency of sale override FXG/C-VGML Confirmed pricing by specific SSR code selection FXG/C-SIT Confirmed pricing for Seat selections only FXG/RCH,*PTC Confirmed pricing forcing PTC (Passenger Type Code) FXG/RCH Confirmed pricing override PTC (Passenger Type Code) FXG/R,LON Confirmed pricing by Point of Sale override FXG/SCD Confirmed pricing by Service Commercial Description FXG/SPD Confirmed pricing by Service Pricing Description FXG/BT-3 Confirmed pricing by Journey Turnaround Point override FXG/NT Confirmed pricing with No Journey Turnaround Point override FXG/R,25MAR12 Confirmed pricing by Pricing Date Override FXG/IR Confirmed pricing showing only issuable recommendations

For more detailed descriptions of these pricing entries and options please see the relevant functional help pages by entreing HE FXG in the command page of Amadeus Selling Platform.

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Step by Step Guides

Book a Chargeable Seat Step1 – Book Seat Numbers Select the seat the passenger requests from the seat map as before. The chargeable seats are highlighted in the seat map. Once a seat number is booked the highlight colour disappears.

Cryptic Seat Maps – When booking from a cryptic interactive seat map instead chargeable seats are shown by the ‘Y’ indicator.

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The ‘/’ before the SSR element indicates that the service is chargeable and that pricing is required. Step 2 – Price A pre-requisite to perform a service pricing request is to have the flight itinerary, and the resulting pricing record (TST – Transitional Stored Ticket) stored. To price the ancillary services and store a pricing record, use the FXG entry as shown: FXG Price all chargeable services within the PNR (See page 12 or HE FXG for

more pricing options) The system returns the pricing display with the total price per person. In this example PNR as there is an ancillary service booked per person, separate pricing values are displayed.

Step 3 – Payment Enter the form of payment into the resulting TSM-P (Transitional Stored Miscellaneous Pricing Record). TMI/FP-NONREF AGT Insert payment (where the PNR only contains 1 TSM-P) TMI/ALL/FP-NONREF AGT Insert payment for multiple TSM-Ps TMI/M1/FP-NONREF AGT Relate payment to specific TSM-P Step 4 – Issue Documents The e-ticket must be issued either before or at the same time as the Ancillary Service EMD or VMCO, so that the e-ticket number is associated correctly with the EMD/VMCO.

TTP/TTM/RT Issue E-ticket & EMD/VMCO simultaneously and keep booking active TTM/RT Issue EMD/VMCO and keep booking active System Responses Where an airline supports the issuance of EMD:

OK ETICKET/EMD or OK EMD

Where an airline doesn’t support EMD:

OK ETICKET/EMD or OK VMCO

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Example PNR after issuance

In this example the airline does not currently support EMD and a Virtual MCO has been issued for each passenger instead highlighted by the issue indicator VT (+ 2 Letter IATA Airline Code) – Virtual MCO Ticketed If an airline does support EMD the issue indicator on the FA line would show as DT (+ 2 Letter IATA Airline Code) instead – Electronic Miscellaneous Document Ticketed

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Book a Chargeable Seat with Exceptions for Frequent Flyers An airline may choose to offer certain members of their frequent flyer programmes preferential seating without charge. In order for the service to be booked without charge the Frequent Flyer information must be added and the booking ended before pricing the services within the PNR. Step1 – Book Seat Numbers Select the seat the passenger requests from the seat map as normal.

Step 2 – Price FXG Price all chargeable services within the PNR (See page 12 or HE FXG for

more pricing options)

The price for passenger 1 (Joffard Test) is quoted as zero whereas for passenger 2 (Marceline) there is a cost for this Ancillary Service. The system will automatically determine which frequent flyers are eligible for free ‘chargeable’ services based on their frequent flyer number in the PNR.

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Example TSM-P List and TSM-P

Note: *** NO ISSUANCE REQUIRED ** when displayed in the TSM-P indicates EMD issuance is not required. Step 3 - Add Payment Enter the form of payment into the resulting TSM-P (Transitional Stored Miscellaneous Pricing Record). TMI/M2/FP-NONREF AGT Insert payment for TSM-P that needs to be issued.

(No payment is required for TSM-P that doesn’t require issuance)

Step 4 – Issue Documents The e-ticket must be issued either before or at the same time as the Ancillary Service EMD or VMCO, so that the e-ticket number is associated correctly with the EMD/VMCO.

TTP/TTM/RT Issue E-ticket & EMD/VMCO simultaneously and keep booking active TTM/RT Issue EMD/VMCO (if service is added after ticket issue) and keep

booking active System Responses Where an airline supports the issuance of EMD:




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Book Prepaid Baggage Step 1 – Request Service Use the appropriate SSR format as determined by the airline on which the extra bags are being requested. Example formats: Check airline for specific SSR format. Passenger association may be required even for single passenger PNRs. SRXBAG-FREE FORMAT TEXT/P1 Request 1 extra bag SRXBAGNN2-PREPAID/P1 Request multiple (2) extra bags SRXBAG-TTL10KG1PCDIM80X80X40CM Request extra baggage including weight,

number of pieces and dimensions.

The ‘/’ before the SSR element indicates that the service is chargeable and that pricing is required. Step 2 – Price A pre-requisite to performing a service pricing request is to have the flight itinerary, and the resulting pricing record (TST – Transitional Stored Ticket) stored. To price the ancillary services and store a pricing record, use the FXG entry as shown: FXG Price all chargeable services within the PNR (See page 12 or HE FXG for


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TTP/TTM/RT Issue E-ticket & EMD/VMCO simultaneously and keep booking active TTM/RT Issue EMD/VMCO (if service is added after ticket issue) and keep booking active System Responses Where an airline supports the issuance of EMD:




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Book a Pre-Paid Meal/Catering Step 1 – Request Service Use the appropriate SSR meal code format as determined by the airline on which the meal(s) are being requested. Example format SRADML/P1 Passenger association may be required even for

single passenger PNRs Note: chargeable meal requests on multiple passenger PNRs should be made 1 passenger.

The ‘/’ before the SSR element indicates that the service is chargeable and that pricing is required. Step 2 – Price A pre-requisite to performing a service pricing request is to have the flight itinerary, and the resulting pricing record (TST – Transitional Stored Ticket) stored. To price the ancillary services and store a pricing record, use the FXG entry as shown: FXG Price all chargeable services within the PNR (See page 12 or HE FXG for


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TTP/TTM/RT Issue E-ticket & EMD/VMCO simultaneously and keep booking active TTM/RT I Issue EMD/VMCO (if service is added after ticket issue) and keep

active System Responses Where an airline supports the issuance of EMD:




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Follow Up Entries

Displaying the TSM Pricing Record TQM Display List of Transitional Stored Miscellaneous Pricing Record (TSM-P) TQM/M2 Display by TSM-P number from list (where multiple records exist) Example TSM-P display

Displaying the EMD-A EWD Display EMD record from a retrieved PNR EWD/L10 Display EMD record by FA/FHD line number

Example EMD-A Display

(A) Indicates that the EMD is associated to the e-ticket number in the Issued in Connection section.

In this example CPN-2 of the EMD-A is associated to C2 (Coupon 2) of the e-ticket itself

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Example EMD-A Incorporating an ARNK Surface Sector

Where there is a surface break in the itinerary and an ARNK in the PNR the relevant e-ticket coupon will also be marked as an ARNK. On an EMD no coupons are used for a ‘un-flown’ sector. Therefore the ARNK e-ticket coupon number will not be present in the coupon numbering or the Issued in Connection With (ICW) field of the EMD. Illustration PNR with a Surface Sector

TSM-P

The issued in connection with field in the TSM-P are associated to coupon E1 and E3 of the e-ticket ignoring the e-ticket coupon number (E2) for the ARNK segment.

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EMD-A

Displaying an E-ticket Record with Associated EMD TWD Display e-ticket record from a retrieved PNR TWD/L10 Display e-ticket record by FA or FHE line number

Example e-ticket Record Display with Associated EMD

The issued EMD also associates the relevant EMD coupon number to the appropriate e-ticket coupon number again ignoring the ARNK segment.

Any (A) for ‘associated’ EMD numbers are displayed in the e-ticket record.

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E-Ticket Revalidation When an e-ticket is revalidated due to a date or flight number change depending on the chargeable service and airline involved the EMD-A can stay associated. PNR Prior to Inbound Date Change

PNR after Inbound Date Change and E-ticket Revalidation

As a consequence of the original inbound flight being cancelled the associated SSR element has been removed. In instances of revalidation it may not necessary to create a new SSR for Prepaid Baggage. In the case of chargeable seats, only where an airline permits the rebooking of these, the EMD number should be entered with the element association to the new seat SSR using a manual EMD insert entry Example FHD105-1810460213/E7 Enter EMD Manually relating the entry to applicable SSR

line/element number (/E7) in the PNR. Please check the relevant airline policies as in many instances chargeable seats may be non changeable and non refundable. New ancilalry services may need to be paid for and issued in these circumstances.

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As the e-ticket number has not changed the EMD-A document number will remain associated. EMD information for the new flight will be added to departure control system automatically by the airline.

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E-ticket Reissue

EMD Reissue with No ADC

When an e-ticket is reissued any EMD-A issued associated to the original e-ticket number will automatically become disassociated. If the airline rules permit, the EMD-A can also be reissued which in turn will re-associate the new EMD-A number to reissued e-Ticket number. Step 1 – Reissue the e-Ticket If required to do so complete any e-Ticket Reissue processes in full issuing also any new e-tickets and related documents (e.g. change fee VMCO or EMD) first before considering the Ancillary Service SSRs and associated EMD. Example PNR where the e-Ticket has been reissued prior to tackling the Ancillary Services

Step 2 - Cancel any Remaining SSRs Associated to the EMD Being Reissued This will also delete any associated TSM-P prior to re-pricing. XE6 Cancel element 6 Step 3 - Rebook the Ancillary Services In this example the first extra bag is rebooked for all segments. SRXBAF Request first extra bag for all segments Tip: Don’t forget the EGSD/Vxx (where xx is the airline 2 letter code) to view a list of EMD services for an airline. This list is not market specific, but is useful to see whcih 4 letter SSR code an airline uses for this type of request.

First issue EMD

Reissued E-ticket (in this example for no additional collection)

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Step 4 - Price the Ancillary Services FXG Price all chargeable services within the PNR (See page 12 or HE FXG for

more pricing options) System Response

Step 5 – Display the EMD EWD Display EMD record from a retrieved PNR EWD/L9 Display by FA/FHD element line number Step 6 – Set the TSM-P into Reissue Mode TMI/EXCH/L9 TMI Transaction Code /EXCH Slash, ‘Exchange’ Option /L9 Slash, EMD FA/FHD element line number identifier (L) and line number (7) Note: If you do not display the EMD record prior to setting the TSM-P into Reissue mode using the TMI/EXCH/Lx entry, the system sets the original date of issue date to the current date.

You can combine the TMI/EXCH entry with the TSM selection (/M) or the FA/FHD element line number selection option (/L), not with other TMI entry options.

The system displays the automatically generated FO line:

Insert the automatically generated FO element in the TSM-P and display the TSM-P The FO line is displayed on screen but is not automatically inserted in the TSM-P. To do this, move the cursor up to the FO line, add any additional indicators or commands (TMI/FO-) and press enter:

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Step 7 - Add Form of Payment (Original) TMI/FP-O/NONREF AGT Add original form of payment only (for no

additional collections)

Step 8 - Update any Remaining TSM-P Fields (only if required) If there are no further TSM-P fields to be update proceed to the next step or enter HE EMD

followed by GP TMI in the command page to view a full list of TSM-P update entries. Step 9 - Issue EMD

TTM/RT Issue EMD and keep PNR active TTM/M3/RT Issue EMD by TSM-P number and keep PNR

active

Enter HE EMI in the command page to view functional help on EMD issue entries

Example of PNR after EMD Re-issuance

TSM-P set up for a reissue with no additional collection

Original and exchange EMD information

Original form of payment

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Example of a Reissued E-ticket Record

Example of a Reissued EMD

The new EMD-A number is automatically associated to the reissued e-ticket coupon numbers

New EMD coupons are (A) associated to the reissued e-ticket number

The new EMD record with coupon status S-O for Open

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EMD Reissue with ADC

There may be occasions where there is an additional collection associated to an Ancillary Service EMD. For example if a passenger originally paid only for one extra bag but now wishes to take two additional pieces instead. Where the airline permits a new EMD would be issued in exchange for the old one in order to collect any additional charges. Step 1 – Reissue the e-Ticket If required to do so complete any e-Ticket Reissue processes in full issuing also any new e-tickets and related documents (e.g. change fee VMCO or EMD) first before considering the Ancillary Service SSRs and associated EMD. Step 2 - Cancel any Remaining SSRs Associated to the EMD being reissued This will also delete any associated TSM-P prior to re-pricing. XE6 Cancel element 6 Step 3 - Rebook the Ancillary Services In this example two extra bags are rebooked for all segments. SRXBAS Request second extra bag for all segments Tip: Don’t forget the EGSD/Vxx (where xx is the airline 2 letter code) to view a list of EMD services for an airline. This list is not market specific, but is useful to see whcih 4 letter SSR code an airline uses for this type of request. Step 4 - Price the Ancillary Services FXG Price all chargeable services within the PNR (See page 12 or HE FXG for

more pricing options) System Response

Step 5 – Display the EMD EWD Display EMD record from a retrieved PNR EWD/L9 Display by FA/FHD element line number

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Step 6 – Set the TSM-P into Reissue Mode TMI/EXCH/L9 TMI Transaction Code /EXCH Slash, ‘Exchange’ Option /L9 Slash, EMD FA/FHD element line number identifier (L) and line number (7) Note: If you do not display the EMD record prior to setting the TSM-P into Reissue mode using the TMI/EXCH/Lx entry, the system sets the original date of issue date to the current date.



Insert the automatically generated FO element in the TSM-P and display the TSM-P The FO line is displayed on screen but is not automatically inserted in the TSM-P. To do this, move the cursor up to the FO line, add any additional indicators or commands (TMI/FO-) and press enter:

Step 7 – Update Additional Collection Amount

TMI/RGBP323.80/WGBP234.80 Add new ‘fare’ and total additional collection

TMI Transaction Code

/RGBP323.80 Slash, fare Identifier, currency and amount /WGBP234.80 Slash, total amount identifier, currency and amount If any further TSM-P fields also need updating enter HE EMD followed by GP TMI in the command page to view a full list of TSM-P update entries. If not proceed to the next step Step 8 - Add Form of Payment (Original and New) TMI/FP-O/NONREF AGT+/NONREF AGT Add original form and new of payment (for

additional collections)

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System Response

Step 9 - Issue EMD

TTM/RT Issue EMD and keep PNR active TTM/M3/RT Issue EMD by TSM-P number and keep PNR

active

Enter HE EMI in the command page to view functional help on EMD issue entries

Example PNR after EMD Issuance

EMD issued with additional collection of GBP234.80

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Example EMD Reissued with Additional Collection

Example e-Ticket Record with EMD Association

EMD Coupon status displays S-O for open

Total additional collection amount of GBP234.80

Reissued EMD numbers are associated to the reissued e-ticket number

In this example the e-ticket has been reissued for no additional collection. There may of course be times when an additional collection is required on the e-ticket as well (fare difference, extra taxes etc…)

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EMD to EMD Multi Passenger Reissue

Step 1 – Reissue any e-Tickets First If required to do so complete any e-Ticket Reissue processes in full issuing also any new e-tickets and related documents (e.g. change fee VMCO or EMD) first before considering the Ancillary Service SSRs and associated EMD.

Step 2 - Cancel any Remaining SSRs Associated to the EMD being reissued This will also delete any associated TSM-P prior to re-pricing. XE7-10 Cancel elements 7 through 10 Step 3 - Rebook the Ancillary Services In this example a second extra bag is rebooked for each passenger on all segments. Ancilalry Services normally need to be booked one passenger at a time. SRXBAS/P1 Request second extra bag for all segments for first passenger SRXBAS/P2 Request second extra bag for all segments for second passenger Tip: Don’t forget the EGSD/Vxx (where xx is the airline 2 letter code) to view a list of EMD services for an airline. This list is not market specific, but is useful to see whcih 4 letter SSR code an airline uses for this type of request. Step 4 - Price the Ancillary Services FXG Price all chargeable services within the PNR (See page 12 or HE FXG for


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Step 5 – Display the EMD EWD/L13 Display by FA/FHD element line number Step 6 – Set the TSM-P into Reissue Mode As there are multiple passengers in this example, each reissue mode entries will need to be related to a specific TSM-P using the (/M) option. TMI/EXCH/M1/L13 TMI Transaction Code /EXCH Slash, ‘Exchange’ Option /M1 Slash, TSM-P number /L9 Slash, EMD FA/FHD element line number identifier (L) and line number (7) Note: If you do not display the EMD record prior to setting the TSM-P into Reissue mode using the TMI/EXCH/Mx/Lx entry, the system sets the original date of issue date to the current date.



Insert the automatically generated FO element in the TSM-P and display the TSM-P The FO line is displayed on screen but is not automatically inserted in the TSM-P. To do this, move the cursor up to the FO line, add any additional indicators or commands (TMI/FO-). For multi passenger PNRs insert the TSM-P number (/M) or the passenger number (/P) as well before entering:

For multiple passenger PNRs repeat steps 5 and 6 for each person in the PNR until complete before moving on to step 7. Remember also to apply the correct line (/L), TSM-P (/M) or passenger association (/P) options each time as these will be different for each person. Step 7 – Update Additional TSM-P Fields Is there any additional ammount to collect? Do any other TSM-P fields need updating? If he answer to both these questions in no then proceed straight to step 8. If there is an additional collection involved the ammount will need to be added to the TSM-P Continued.....

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TMI/M1/RGBP323.80/WGBP234.80 Add new ‘fare’ and total additional collection

TMI Transaction Code /M1 Slash, TSM-P number /RGBP323.80 Slash, fare Identifier, currency and amount /WGBP234.80 Slash, total amount identifier, currency and amount Repeat for each passenger. If the ammounts are the same for mutiple TSM-Ps then the entry can be combined: TMI/M1-2/RGBP323.80/W234.80 If there are tany further TSM-P fields that also need updating enter HE EMD followed by GP TMI in the command page to view a full list of TSM-P update entries. If not proceed to step 8. Step 8 - Add Form of Payment TMI/M1/FP-O/NONREF AGT+/NONREF AGT

Add original form and new of payment (for additional collections)

or

TMI/M1/FP-O/NONREF AGT Add original form of payment only (for no

additional collections) Repeat for each passenger. If the form of payment is the same for each TSM-Ps then the entry can be directed to multiple TSM-Ps similtaneously using the (/M) option: TMI/M1-2/FP-O/NONREF AGT+/NONREF AGT or TMI/M1-2/FP-O/NONREF AGT

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Step 9 - Issue EMD

RFxx Add received from TTM/M1/RT Issue EMD by TSM-P number and keep PNR

active Or TTM/P2/RT Issue EMD by passenger number and keep

PNR active

Repeat for each passenger until all EMDs have been reissued. Just like an e-Ticket only one EMD can be reissued at a time.

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EMD Quick Reference Guide

TSM type P updates entries TMX Delete TSM-P TMF Remove change flag TMH Display history TTM EMD issuance EWD EMD display EWH EMD history display TRF EMD refund TRFU EMD refund update TRFP Refund validation TRFIG Cancellation of refund process TRDC Cancellation, voiding EMR EMD reprint Transitional stored document display

TQM/M8 Display of the TSM number 8.

Delete a transitional stored document TMX/M8,10,12-14 Delete TSM Type P 8, 10, 12, 13 and 14. TMX/P1,3-7 Delete TSMs Type P of Passenger1 and

Passengers 3 to 7. TMX/ALL Delete all TSMs Type P TMX/M1,2 System deletes TSMs Type Ps 1 and 2. TMX/P1,3,4 The system deletes all TSMs for passengers 1

or 3 or 4.

Remove Change Flag (PC) of a TSM Type P TMF/M1-3,5

Remove Change Flag (PC) for TSMs Type P 1, 2, 3 and 5.

TSM History TMH/M1 Display history for TSM 1. TMH/L12

Display history for service at line 12 in the PNR

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Issuance TTM The basic entry to issue an EMD from the

Reservation System. TTM/VT Force v-MCO issuance for EMDS TTP/TTM/RT Issue e-ticket & EMD at the same time &

retrieve PNR. TTM/M1-3 Selects TSMs 1 to 3 TTM/P1,3,4 Selects passengers 1, 3 and 4 TTM/P2/INF Selects the TSM of the infant associated to

passenger 2 TTM/L1,3-4 Selects line 1, 3 and 4 TTM1/M3 Select Transitional Stored Document 3 and

printer 1. TTM/P3/TKT Preparation for EMD issuance

This option validates the PNR in order to prepare the EMD issuance.

TTM/[email protected]/P1 Request the Sending of the Passenger Receipt of passenger 1 to the specified Email addresses additionally to the EMD issuance

TTM/EPR-EMLA/P2 Request the Sending of the Passenger Receipt of passenger 2 to the Email addresses specified in the APE PNR elements additionally to the EMD issuance

EMD display EWD/EMD105-1234567890

EMD display of ticket number 125-1234567890

EWD/L7 Display EMD from PNR by line number EWDRT Re-display

EMD history display EWH/EMD105-1234567890 History display EWH History display after EWD

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EMD refund TRF/L07 EMD Refund from a retrieved PNR TRF/i-27 EMD Refund from a Sales Report TRF105-2456897321/EMD EMD refund from an EMD number TRFU/U500.00 Update EMD Refund amount used TRFU/FP1CASH Update EMD Refund Form of payment TRFP EMD refund panel: Validation TRFP Update EMD Refund amount TRFIG EMD refund process cancellation

EMD Cancellation TRDC/L07

Cancellation of an EMD referred to in line 7 of the retrieved PNR

TRDC/27 Cancellation of item 27 of the Sales Report TRDC/TK-8236300064 Cancellation by document number

EMD reprint on request

EMR/P1,3 Selects passengers 1 and 3 EMR/L7 Line selection EMR/[email protected] Email sending to e-mail address EMR/EPR-EMLA Email sending by referencing APE EMR/EMD105-1234567890 Reprint of EMD number 105–1234567890

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ACCESS DENIED Your office is not authorized to make this entry

CT RJT: EMD AND ET COUPON OPERATING CARRIER DO NOT MATCH

You may be attempting to issue an Associated EMD (Electronic Miscellaneous Document) for an itinerary that contains more than one operating carrier. Where supported an Associated EMD (EMD-A) can only be issued for segments marketed and operated by the same airline. Interline and code share flights are not currently permitted for this document type.

DOCUMENT NOT AVAILABLE FOR REFUND REQUEST

At least one coupon of the EMD must have the status A (airport control) or O (open for use).

EMD AND ET BOARD AND OFF POINTS DO NOT MATCH

The origin and destination of the EMD coupons and the e-ticket coupons must be the same.

XX EMD:NAME MISMATCH (XX = Airline 2 letter code)

Check that the old EMD document number details in the TSM-P FO line tally correctly with the old FA or FHD EMD number in the PNR. These must be the same.

ENTRY NOT ALLOWED IN NHP CONDITIONS

A pricing request or a request to display a catalogue of eligible chargeable ancillary services cannot be made in a non-homogenous PNR.

INVALID AGE The age of the passenger needs to be included in the SSR element of the PNR in order to price the service. The age entered does not correspond to an expected age

INVALID CONTEXTLESS REQUEST The pricing request you have made for the seat does not contain all the mandatory parameters. Check the format and price again.

INVALID WEIGHT The weight that you entered in the SSR element in order to price the service does not correspond to an expected weight.

ITINERARY PARTIALLY PRICED OR TICKETED - USE SERVICE SELECTION

A TST exists or a ticket has already been issued for only part of the flights or passengers that are associated to the chargeable services that you have requested in your ancillary services pricing entry. You must enter the line Number selection (/L) or the passenger selection (/P) and/or the flight segment selection (/S) in your entry to select only the services that are associated to flight segments that have already been priced.

ITINERARY PRICING REQUIRED BEFORE SERVICE PRICING

You must price the itinerary before you can price the chargeable services or request a catalogue of ancillary services.

MULTIPLE SERVICE ASSOCIATED TO SAME FLIGHT

When the origin and destination option is used, you can only include one type of ancillary service in the pricing request

MULTIPLE TST/ETKT - REPRICE BY TST/ETKT

The TST or the e-ticket record contains fewer segments than you have requested in your pricing entry. OR: When you price chargeable services for multiple passengers, the e-tickets of the passengers must be for the same itinerary.

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NEED SERVICE ELEMENT SELECTION You must enter the PNR line numbers of the ancillary service elements in your entry when you use the origin and destination pricing option.

NEED PASSENGER/TSM/LINE ASSOCIATION

Multiple TSM-Ps exist in the PNR. Re-enter the command including either a Passenger (/P), TSM-P number (/M) or Line association (/L).

NO VALID PRICING SOLUTION FOUND No eligible chargeable ancillary services have been found by the system when using the FXK display catalogue entry.

PREVIOUS TSM EXISTS- SERVICE OVERLAP

TSM already exists for the segment. Depending on the situation delete the previous TSM or create a new one only for segments where TSM is missing.

PRICING RESTRICTED - NON-CHARGEABLE SERVICES FOUND

If you price several services at the same time and at least one of these services is a non-chargeable service, your request will be rejected. You need to make a new pricing entry excluding the non-chargeable services, or use the FXH or FXG pricing entries without any options.

RESTRICTED - SELECT SINGLE TSM If you are reissuing an EMD in a multi passenger PNR you will need to associate your TMI update entries to a specific TSM-P number using the /M option.

SERVICE ALREADY PRICED The pricing entry contains an ancillary service that has already been priced. You need to make another entry excluding the services already priced, or re-price all the entries using FXG/ALL.

SERVICE NOT CHARGEABLE Services included in the pricing request must be chargeable. Chargeable services are identified by a slash "/" at the beginning of the SSR line element in the PNR.

TSM ALREADY A REISSUE The TSM must not be in reissue mode when you make the TMI/EXCH entry: The fare issue indicator must be F,I or U, any the taxes must be new (indicator X), and the TSM-P must not contain an FO` element.

UNABLE TO PROCESS SERVICE PRICING - ETKT TIME OUT

The system cannot retrieve the information from the e-ticket record that is needed to price the chargeable service due to an e-ticket server timeout. Try again.

UNABLE TO PROCESS SERVICE PRICING - NO ETKT FOUND

The system cannot find the e-ticket number to retrieve the information that is needed to price the chargeable service. Try again.

UNABLE TO PROCESS SERVICE PRICING - SECURED ETKT RECORD(S)

For security reasons (your office is not allowed to display the e-ticket record for this ticket) the system cannot access the e-ticket information that is needed to price the chargeable service.

UNCONFIRMED SERVICE REQUEST When EMD is created from SSR element, the status of SSR must be HK before EMD issuance is possible.

UNMATCHED TICKET The origin and destination of the flights, the

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Error Messages For a comprehensive list of system warning messages refer to the Ancillary Services functional help pages in the Amadeus Selling Platform command page by entering the short cut: HEFXG then GPAN2.442

Frequently Asked Questions

1. What’s the difference between these chargeable ancillary services and

SSRs? An SSR is a component of ancillary services. The ancillary services that are being launched now

incorporate all the necessary booking/pricing/issuance development to flag services as

chargeable and to enable payment to be taken for those services.

2. Can I add an ancillary service to an existing PNR? Yes, this is the servicing flow. If a ticket already exists, the ancillary service(s) can be added to it.

3. How do I cancel/modify ancillary services? If the airline permits it Ancillary services can be cancelled and rebooked in the same way as SSRs

and following the usual procedures applicable for EMD and vMCO. For refunds on ancillary

services, the current refund processes will apply. The new automated pricing transaction can be

used to recalculate the price.

4. Are ancillary services refundable? If the ancillary services are flagged as refundable by the airline and if the ancillary service

associated to the new flight segment is free of charge or cheaper than the original one, you must

manually process a partial or a full refund.

5. Does Amadeus Ticket Changer integrate with Ancillary Services? The fare will be automatically recalculated in terms of fees as per normal, but not for ancillary

services. Following the change in fare, currently the fees attached to ancillary services will need

to be recalculated separately.

6. How do I know if an airline accepts VMCO or EMD for Ancillary Services?

flight numbers, dates and booking classes of the itinerary must match the information in the e-ticket record. OR The e-ticket record that is associated to this pricing request contains at least one segment that is not present in the PNR.

WARNING PERVIOUS TSM EXISTS The pricing entry contains an ancillary service that has already been priced. You need to make another entry excluding the services already priced, or re-price all the entries using FXG/ALL.

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The system will automatically determine which document type to issue based on preferences set

by the airline in Amadeus.

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Reporting an Incident on e-Support Please use the following case details when reporting an incident relating to Amadeus Ancillary Services on e-Support:

Please complete the resulting prompt boxes providing as much information possible as well as copies of the PNR or screen shots where asked for.