Automated Electronic Ticket Exchanges and Refundsdls3.wspan.com/learningcenter/PDFs/Virtual Outlines/Documentation... · Documentation Automated Electronic Ticket Exchanges and Refunds

Documentation Automated Electronic Ticket Exchanges and Refunds

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Lesson: Automated Electronic Ticket

Exchanges and Refunds Total Time: Content: Question/answer:

45 minutes 30 minutes 15 minutes

Lesson Description: This class is designed to introduce you to the Electronic Ticket system enhancements for automated exchanges and refunds. The Refund Exchange Authorization coupon is described as well as features of Electronic Ticket Records and Electronic Ticket Acknowledgments. The Electronic Refund Authorization Request template is explained. Author: Allison Best SME: Nancy Jensen Approved: Master PNR: BARNES/SHEILA/STANLEY (MZG8P8) Graphic: refund exchange.jpg þ Instructors’ Notes Clone the PNR. New flights and tickets must be issued for the Barnes PNR 24 hours in advance of the class in order to perform an Automated Refund for Stanley. U.S. Airways flights between RSW and CLT were used. ETKTs were issued for both. An exchange should be performed on Sheila’s ticket ahead of time. The refund should be performed in class. Electronic exchanges and refunds cannot be voided, but any other transactions should be voided from the DDL. Day prior: EC*A/FP…..7T/ ER EZE* EZEL#$*EET….X*A#KEX#N1.1


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ÿ PowerPoint - 1

Welcome to

Automated Electronic Ticket Exchanges and Refunds ÿ PowerPoint - 2

Objectives At the end of this lesson, you will be able to • Define Automated Electronic Ticket Exchanges and Refunds. • Explain the function of the Refund Exchange Authorization (REA)

coupon. • Locate Airline GRS pages for ETKT functionality. • Use the Electronic Refund Authorization Request template. ÿ PowerPoint – 3

Agenda • Review the purpose of Automated Exchanges and Refunds. • Go over guidelines and reference pages. • Look at the Refund Exchange Authorization (REA) coupon. • Look at an exchanged ticket validated on a participating airline. • Perform a refund using the Electronic Refund Authorization Request

template. þ Instructor’s Notes Worldspan is implementing electronic exchanges and refunds for e-ticket at the request of the airlines. The ability to print e-ticket flight coupons is being phased out by airlines offering electronic ticketing.


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Automated Electronic Ticket Exchange and Refund is already available for Worldspan host carriers and airline partners. As airlines complete programming for electronic exchanges and refunds, they will be added as participants in Worldspan. Automated Electronic Ticket Exchange and Refund participants use Refund Exchange Authorization (REA) coupons to replace printed e-ticket flight coupons. ÿ PowerPoint - 4 • Automated Electronic Ticket Exchange: Produces the REA coupon at the time of the exchange. Exchange can be done manually, with a script, or with Automated Reissue. No new entries are required. ÿ PowerPoint - 5 • Automated Electronic Ticket Refund: Produces the REA coupon at the time of refund. ELECTRONIC REFUND AUTHORIZATION REQUEST must be selected in the ETR. The refund template must be completed. þ Instructor’s Notes Let’s continue for a look at guidelines for Automated Electronic Ticket Exchange.


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ÿ PowerPoint - 6

AUTOMATED ELECTRONIC TICKET EXCHANGE • As airlines complete programming for electronic exchange, they may

elect to suppress the ETR PRINT OPEN FOR USE COUPON option in the Electronic Ticket Record (ETR).

• Agencies must be on interface level 17 or above for Automated Electronic Ticket Exchange and have the interface level indicator of “R” activated.

ÿ PowerPoint - 7

AUTOMATED ELECTRONIC TICKET EXCHANGE

• To exchange an e-ticket, at least one flight coupon in the ETR must

have OPEN FOR USE or AIRPORT CONTROL status. AIRPORT CONTROL limits the exchange to airport personnel.

• The validating carrier on the exchange document must be the same as the validating carrier on the new ticket.

þ Instructors’ Notes Participants in Automated Electronic Ticket Exchange use REA coupons instead of printed e-ticket flight coupons. The REA coupons print when the exchange is completed and the new ticket is issued. The airline may not allow print capability for e-ticket flight coupons (British Airways). REA coupons replace printed e-ticket flight coupons as settlement documents. If your agency participates in Interactive Agent Reporting (I.A.R.) with the Airlines Reporting Corporation (ARC), a REN is not required with the REA. Always check with agency and settlement p lan procedures for complete instructions.


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Participation in Automated Electronic Ticket Exchanges and print capability can be checked in INFO ETXX0 (XX = airline code). Let’s look at U.S. Airways. : Application Sharing 1. Access the e-ticket page for U.S. Airways.

INFO ETUS0 > ELECTRONIC TICKETING - US AIRWAYS INFO ETUS0 E-TICKETING FUNCTIONS/GUIDELINES ------------------------------------------------------------ BULK TICKETING FARES YES CLAIM PNR YES CODESHARE TICKETING NO E-EXCHANGE YES E-HISTORY NO E-REFUND YES E-VOID YES ETR DISPLAY MIN/MAX 07DAYS/13MONTHS GROUP PNR YES INTERLINE TICKETING NO MAXIMUM NAMES PER TRANSACTION 7)>

þ Instructors’ Notes U.S. Airways does participate. For a list of airlines participating in electronic ticketing, see INFO ETKTLIST. 2. Access INFO ETKTLIST.

INFO ETKTLIST


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> ELECTRONIC TICKETING PARTICIPANTS - INDEX INFO ETKT PART INFO ETKT LIST AEROMEXICO - AM >INFO ETAM0( AIR CANADA - AC >INFO ETAC0( ALASKA AIRLINES - AS >INFO ETAS0( AMERICA WEST - HP >INFO ETHP0( AMERICAN AIRLINES - AA >INFO ETAA0( AMERICAN TRANSAIR - TZ >INFO ETTZ0( BRITISH AIRWAYS - BA >INFO ETBA0( CONTINENTAL AIRLINES - CO >INFO ETCO0( DELTA AIR LINES - DL >INFO ETDL0( FRONTIER AIRLINES - F9 >INFO ETF90( HAWAIIAN AIRLINES - HA >INFO ETHA0( LUFTHANSA - LH >INFO ETLH0()>

þ Instructors’ Notes Each airline has its own page to check for participation in Automated Electronic Ticket Exchanges and Refunds. Let’s take a look at the REA coupon.

+ Follow Me URL: REA coupon graphic http://dls3.wspan.com/learningspace4/courses/documents/rea.htm þ Instructors’ Notes REA coupons are applicable for ATB ticket stock or plain paper printing. If there are multiple e-ticket exchange documents in a single transaction, including conjunctive tickets, a separate REA is printed per ticket number set. Coupon areas to explain: EXCHANGE AUTH – Shows EXCHANGE AUTH or REFUND AUTH EXCHANGED TICKETS – Shows exchanged or refunded ticket numbers.


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SAC – Settlement Authorization Code sent by airline for electronic exchanges and refunds. This is a code the airlines use to indicate that the coupon status in their database was valid for an exchange or refund. ENDORSEMENT RESTRICTIONS AREA – Shows variable data including advisory to review restrictions for exchange or refund document, and fare calculation line. Let’s take a look at the electronic ticket document distribution template (4G#ME). : Application Sharing 1. Display the electronic ticket document distribution template.

4G#ME 4G2653218#ME ETKT PRINTER ASSOCIATION FOR 2653218 001 TYPE TF PTR IATA CRTS AUD (H1 (5F0102(2653218 (021105 (021106 (021107 (021108 ( ( ( ( ( ( AGT (H1 (5F0102(2653218 (021105 (021106 (021107 (021108 ( ( ( ( ( ( PAX (H1 (5F0104(3100075 (021105 (021106 (021107 (021108 ( ( ( ( ( ( CHG (H1 (5F0105(3789358 (021105 (021106 (021107 (021108 ( ( ( ( ( ( REA (H1 (5F0102(2653218 (021105 (021106 (021107 (021108 ( ( ( ( ( ( ENTER HERE WHEN COMPLETE (UPDATE COMPLETE)>

þ Instructors’ Notes (Above is example only, use the PQ2 template.) To issue REA coupons, the electronic ticket document distribution template (4G#ME) must be updated with the appropriate coupon type (REA). CRT addresses must be associated to the printer used to print the REA coupons. Let’s look at the Electronic Ticket Acknowledgment (ETA) area of a PNR that has been electronically ticketed.


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2. Display the PNR for Sheila and Stanley Barnes.

*-BARNES (use PNR created for this session) *ETA

ETA- ELECTRONIC TICKET ACKNOWLEDGEMENT/AUTHORIZATION 1.US I 12APR01 120514 ETR 0379010130064 - BARNES/SHEILA 2.US E 12APR01 120700 ETR 0379010130064 - C0370SD2XW94ZX 3.US I 12APR01 120700 ETR 0379010130066 - BARNES/SHEILA 4.US I 12APR01 120514 ETR 0379010130065 - BARNES/STANLEY >

þ Instructors’ Notes Item 1 is the ETA for the original e-ticket for Sheila Barnes. Item 2 is the ETA for the exchange transaction and includes the Settlement Authorization Code (SAC). Item 3 is the ETA for the exchange (new) e-ticket for Sheila Item 4 is the original e-ticket for Stanley Barnes, and has not been exchanged. When exchanges are completed on the PNR used to issue the original ticket, an Electronic Ticket Acknowledgment (ETA) for the exchange document is added with a new status code of E to indicate exchange. All ETAs for electronic exchanges contain the Settlement Authorization Code (SAC). Let’s look at the Electronic Ticket Record for Sheila’s original ticket. 3. Display the ETR for Sheila’s ticket.

ETR0379010130064 (use current ticket number) TICKET 0379010130064 BARNES/SHEILA MZJRGG/1P/PQ2 9906477 CPN FROM/TO FLT DATE FBC STATUS 1 RSWCLT US368 16JAN02 Y8P EXCHANGED 2 CLTRSW US769 28JAN02 Y8P EXCHANGED >ETR VIEW TICKET DATA ( ) >ETR VOID ELECTRONIC TICKET ( ) >ETR PRINT *OPEN FOR USE* FLIGHT COUPONS ( )


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>ELECTRONIC REFUND AUTHORIZATION REQUEST ( ) >

þ Instructors’ Notes The coupon status in the ETR of the exchanged electronic ticket is updated to show EXCHANGED when the transaction is complete. Notice that U.S. Airways allows e-ticket print capability even though they participate in Automated e-ticket Exchanges and Refunds. Production of the REA coupon and all updates to the ETA, ETR, DDL and other system reports are automatic and require no new entries with Automated Electronic Ticket Exchange participants. Normal exchange entries still apply. Let’s talk about Automated Electronic Ticket Refunds. Airlines participating in Automated Electronic Ticket Refunds use the ETR ELECTRONIC REFUND AUTHORIZATION REQUEST option to process refunds for e-tickets. Selecting this option with an X or R displays the electronic refund template. In a moment we’ll refund Stanley’s e-ticket. First let’s look at the guidelines for Automated Electronic Ticket Refund. ÿ PowerPoint – 8

AUTOMATED ELECTRONIC TICKET REFUNDS: • Automated Electronic Ticket Refunds are limited to domestic U.S.

itineraries at this time.

• Full refunds are not allowed on the same day the e-ticket is issued. Use ETR VOID in this situation.

• Partial refunds are allowed on the same day the ticket is issued, provided at least one of the coupons has a status other than OPEN FOR USE.


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ÿ PowerPoint – 9

AUTOMATED ELECTRONIC TICKET REFUNDS: • If the PNR is still active a refund acknowledgment (RF) is automatically

added to the ETA display.

• A refund item with electronic refund ER status is added to the Daily Document Log (DDL).

þ Instructors’ Notes Worldspan offers an enhanced interface accounting message (TAIR) for agencies at interface level 17 or higher. Back office accounting systems must also have programming in place to interface the new electronic refund data. If programming has not been completed for your location, contact your back office accounting system vendor for more information. Let’s practice refunding an e-ticket with the Electronic Refund Authorization Request. : Application Sharing 1. Redisplay the PNR for Barnes.

*R 1P- 2POFO2 1.2BARNES/SHEILA/STANLEY*2ADT 1 US 368V 16JAN WE RSWCLT HK2 700A 847A/O $ J01 E 2*US5828V 16JAN WE CLTRDU HK2 929A 1014A/X $ J01 E 3 US2048V 31JAN TH RDUCLT HK2 925A 1014A/O $ J02 E 4 US1953V 31JAN TH CLTRSW HK2 1105A 1256P/X $ J02 E P- 1.PQ2 770 555-1234-T/WORLDSPAN TRAVEL/LANNY T- 1.T/11APR1445 1P/PQ2/AA*E0379010130058 I000150 *I N1.1 A-CM5*$C50.00 TKG FAX-AUTO PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 11APR BY AGT-AA/PQ2 ADT FMY US X/CLT US RDU 78.14US X/CLT US FMY )>


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2. Display the ETR for Stanley’s ticket. {See if class can give you entries to find Stanley’s ticket number and pull up the ETR.}

*DH (or *ETA, etc.) ETR0379010130065 (or ETR#N1.2)

TICKET 0379010130065 BARNES/STANLEY MZJRGG/1P/PQ2 9906477 CPN FROM/TO FLT DATE FBC STATUS 1 RSWCLT US368 16JAN02 Y8P OPEN FOR USE 2 CLTRSW US769 28JAN02 Y8P OPEN FOR USE >ETR VIEW TICKET DATA ( ) >ETR VOID ELECTRONIC TICKET ( ) >ETR PRINT *OPEN FOR USE* FLIGHT COUPONS ( ) >ELECTRONIC REFUND AUTHORIZATION REQUEST ( ) >

3. Tab to Electronic Refund Authorization Request, and enter X or R in the parenthesis. ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 12APR01 TICKET 0379010130065 BARNES/STANLEY MZJRGG/1P/PQ2 9906477 >VIEW *FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND* FARE: USD 1036.26 FARE:( ) AMT:( ) TAX: US 77.74 TAX:( ) *COMMISSION EARNED* TAX: ZP 6.00 TAX:( ) AMT:( ) TAX: XF 3.00 TAX:( ) *COMMISSION RECALLED* TTL: USD 1123.00 TTL:( ) AMT:( ) ACTION ( ) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT >

þ Instructors’ Notes The electronic refund template is displayed with full fare data for the e-ticket. This data comes from the ETR stored in the airline database, and cannot be modified.


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Display Explanation: DATE OF ISSUE 12APR01 TICKET 0379010130065 BARNES/STANLEY MZJRGG/1P/PQ2 9906477

Date ticket was issued.

Ticket number, passenger name, record locator, airline or CRS code, SID and agency IATA.

>VIEW Internal Worldspan processing only. *FULL FARE DATA* FARE: USD 1036.26 TAX: US 77.74 TAX: ZP 6.00 TAX: XF 3.00 TTL: USD 1123.00

Full amount of the ticket from airline database (ETR). These amounts cannot be changed.

*PARTIAL FARE DATA* FARE:( ) TAX:( ) TAX:( ) TAX:( ) TTL:( )

Partial refund amounts must be filled in when not refunding in full.

*PENALTY FOR REFUND* AMT:( )

Penalty amount.

*COMMISSION EARNED* AMT:( )

Administrative commission on penalty, or agency service fee.

*COMMISSION RECALLED* AMT:( )

Commission to be recalled.

H/HELP Enter H in the ACTION field to access a help template with field definitions.

E/EXIT Enter E in the ACTION field to exit.


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4. Tab or click in the *COMMISSION RECALLED* amount field and type 50.00 for recall commission of $50.00. 5. Tab or click in the ACTION field and enter F for full refund. ELECTRONIC REFUND AMOUNT VERIFICATION DATE OF ISSUE 12APR01 TICKET 0379010130065 BARNES/STANLEY MZJRGG/1P/PQ2 9906477 >VIEW *FULL FARE DATA* *PARTIAL FARE DATA* *PENALTY FOR REFUND* FARE: USD 1036.26 FARE:( ) AMT:( ) TAX: US 77.74 TAX:( ) *COMMISSION EARNED* TAX: ZP 6.00 TAX:( ) AMT:( ) TAX: XF 3.00 TAX:( ) *COMMISSION RECALLED* TTL: USD 1123.00 TTL:( ) AMT:(50.00 ) ACTION (F F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT > REFUND PROCESSED >

þ Instructors’ Notes For full refunds on non-penalty tickets, this is all that is required to process the refund. Partial refunds, or penalty refunds require additional information in the appropriate template fields. The REA coupon or coupons print at this time. Let’s look at the ETR for this ticket. 5. Display the ETR for Stanley Barnes again.

ETR0379010130065 TICKET 0379010130065 BARNES/STANLEY MZJRGG/1P/PQ2 9906477 CPN FROM/TO FLT DATE FBC STATUS 1 RSWCLT US368 16JAN02 Y8P REFUND 2 CLTRSW US769 28JAN02 Y8P REFUND >ETR VIEW TICKET DATA ( ) >ETR VOID ELECTRONIC TICKET ( ) >ETR PRINT *OPEN FOR USE* FLIGHT COUPONS ( ) >ELECTRONIC REFUND AUTHORIZATION REQUEST ( ) >


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þ Instructors’ Notes The ETR for the refunded ticket now shows the status REFUND. The coupon status of REFUND is final. Void is not allowed for refunded or exchanged tickets. 6. Display the electronic ticket acknowledgment.

*ETA ETA- ELECTRONIC TICKET ACKNOWLEDGEMENT/AUTHORIZATION 1.US I 12APR01 120514 ETR 0379010130064 - BARNES/SHEILA 2.US E 12APR01 120700 ETR 0379010130064 - C0370SD2XW94ZX 3.US I 12APR01 120700 ETR 0379010130066 - BARNES/SHEILA 4.US I 12APR01 120514 ETR 0379010130065 - BARNES/STANLEY 5.US RF 12APR01 123241 ETR 0379010130065 - C0370T0FXW94ZX >

þ Instructors’ Notes If the PNR has not been purged, the ETA is updated with a refund item RF containing a Settlement Authorization Code (SAC). 7. Display the daily document log.

DD DAILY DOCUMENTATION LOG DISTANCE LEARNING 9906477 12 APR 01 ITEM GROSS P S A/L TKT NBR COMM PSGR NAME INVOICE 000001 183.00A N E0379010130057 7.81 BARNES/S 00000149 000002 1242.00A N E0059010130059 50.00 POOLE/CO 00000151 000003 1242.00A N E0059010130060 50.00 POOLE/RE 00000151 000004 1123.00A V E0379010130061 50.00 BARNES/S 00000152 000005 1123.00A E0379010130062 50.00 BARNES/S 00000152 000006 75.00A EXE0379010130063 25.00 BARNES/S 00000153 000007 1123.00A E0379010130064 50.00 BARNES/S 00000154 000008 1123.00A E0379010130065 50.00 BARNES/S 00000154 000009 1123.00A ERE0379010130065 50.00 BARNES/S 000010 75.00A EXE0379010130066 25.00 BARNES/S 00000155 )>


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þ Instructors’ Notes The DDL is now updated with the code ER for electronic refund. Exchanges are updated with the code EX. Back-office accounting systems accepting electronic refund data may not require REN forms. Check with your agency or settlement plan for full settlement procedures. See INFO ET REFUND for a complete explanation of the ETR Electronic Refund Authorization Request option.


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¥ Summary review ÿ PowerPoint – 10

Summary Use INFO ETKT LIST for a list of airlines participating in electronic ticketing. Use INFO ETXX0 (XX = airline code) for individual airline e-ticket pages. Participants in Automated Electronic Ticket Exchanges and Refunds use Refund Exchange Authorization coupons in place of printed flight coupons. ÿ PowerPoint - 11

Summary There are no new entries to learn for Automated Electronic Ticket Exchanges. A REA coupon is produced at the time of exchange. The Electronic Refund Authorization Request template is used to perform refunds for participants in Automated Electronic Ticket Refunds. The Electronic Refund Authorization Request template is accessed from the Electronic Ticket Record (ETR).


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ÿ PowerPoint - 12 Summary

Full refunds cannot be performed on the day the ticket is issued. Only partial refunds can be done the same day of issue, provided at least one coupon does not show OPEN FOR USE status. Refunded and exchanged tickets cannot be subsequently voided. The airlines send a Settlement Authorization Code (SAC) to indicate the exchange or refund was authorized. ÿ PowerPoint – 13

Questions

ÿ PowerPoint – 14

Related Topics Virtual e-Learning: Electronic Ticketing Ticket Exchange Automated Reissue EZ Documentation I and II ÿ PowerPoint - 15

Thank You ÿ PowerPoint - 16

Evaluation

Documents

Automated Electronic Ticket Exchanges and Refundsdls3.wspan.com/learningcenter/PDFs/Virtual Outlines/Documentation... · Documentation Automated Electronic Ticket Exchanges and Refunds