SABRE EMD HANDOUT - EmQuest

2013

Nasifa Jamal

EmQuest | Emirates Group

6/17/2013

SABRE EMD HANDOUT

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Contents 1. Introduction to EMD’s……………………………………Page 02 2. EMD Verification…………………………………………Page 03 3. Pricing an EMD – A………………………………………Page 04 4. Selling an Air Extra……………………………………….Page 05 5. Displaying Air Extras……………………………………..Page 06 6. Codes , EMD Time limit, Cancel Air Extras ...……………..Page 07 7. Standalone EMD’s………………………………………...Page 08 8. EMD Standalone Mask………..…………………………..Page 09 9. AE PNR Displays………………………………………….Page 12 10. EMD Issuance……………………………………….…….Page 13 11. EMD Audit Trail……………………………………………Page 17 12. EMD Void………………………………………………….Page 19 13. EMD Refund………………………………………………Page 21 14. Troubleshooting Errors……………………………………Page 25

Glossary Term Description/Definition AE Air Extra – Ancillary service provide by carrier DQB* Agency audit trail that contains ticket data for transactions on a

particular date. EMD Electronic Miscellaneous Document EMD-A Electronic Miscellaneous Document associated to an electronic

ticket EMD-S Standalone Electronic Miscellaneous Document, not associated

to an electronic ticket FOP Form of Payment RFIC Reason for Issuance Code RFISC Reason for Issuance Sub Code

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EMD

Introduction

Electronic Miscellaneous Documents (EMD) allows you to issue electronic non-flight vouchers to purchase Air Extras. You can issue EMDs at any time before travel for refundable value or the collection of miscellaneous charges, which are either related to a specific flight (for example Air Extra items), or standalone (for example, a car rental voucher).

Ancillary services, also known as optional services or Air Extras (AE), are supplementary services that the carrier offers the customer; common examples include unaccompanied minors, transportation of pets in the cargo hold, pre-reserved/premium seats, and checked baggage fees. The carrier files these services via Airline Tariff Publishing Company (ATPCO). The system enters these services into the reservation and communicates their booking to the carrier via Special Service Requests (SSRs).

As airlines elect to transition to these new documents (through 2013), EMD's are a replacement for all non-ticket documents, replacing Virtual MCO's (VMCO's, VMPD's, excess baggage on tickets, etc. Additional uses of EMD documents are also pending future airline implementations. An associated EMD (EMD-A) is an EMD issued for the collection of miscellaneous and excess baggage charges that are to be lifted with an ET flight coupon(s). Each coupon of the EMD-A is associated to a flight coupon. A standalone EMD (EMD-S) is an EMD issued for residual value or the collection of miscellaneous charges that are not to be lifted with an ET flight coupon(s). A standalone EMD is not issued in conjunction with a passenger ticket. It can reference a ticket but is not associated to a flight coupon.

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EMD Verification

To determine authorization to issue EMDs, look for new indicators in the BSP table (W/BSPXX*)

For Example: W/BSPTG*

To verify EMD functionality, check the carrier’s Electronic Ticket Profile (WETP*carrier code). Response Example: ELECTRONIC MISCELLANEOUS DOCUMENT STATUS - 1S - ACTIVE

1B - INACTIVE 1F - INACTIVE

ACCEPT EMD - YES EMD VOID LIST - YES REFUND EMD - YES CANCEL REFUND EMD – NO

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Pricing an EMD – A (Associate)

You sell Air Extras from the pricing response. If you enter the pricing request (WP) without requesting Air Extras, you receive the following message, provided Air Extras are available: AIR EXTRAS AVAILABLE – SEE WP*AE You cannot book/sell a pre reserved seat from the pricing response. If you attempt this, you receive the following message: INFORMATION ONLY - USE SEAT MAP TO BOOK/SELL To check air extras from a PNR: WPAE Response Example:

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Selling an Air Extra

You may only book Air Extras that contain a line number in the first column. The system assumes the number of items to sell to be per passenger in the PNR, unless you name select. When you do not add name select, the system bases the number of items it adds to the PNR on the number of items in the entry, along with the number of passengers in the name field/itinerary. When you do add name select, the system bases the number of items it adds to the PNR on the number of items and the number of names in the entry.

Air Extra Selling Entries

Sell Air Extras for all passengers AE¥(number of items to sell)A(Air Extra item number) AE¥1A1

Sell multiple, different Air Extras (for example, checked bag, digital movie player and dinner) for all passengers

AE¥(number of items to sell)A(Air Extra item number),(Air Extra item number),(Air Extra item number) AE¥1A1,3,4

Sell multiple, different Air Extras using name select Note: Use (,) to indicate non sequential items and (–) to indicate a range of items

AE¥(number of items to sell))A(Air Extra item numbers)¥N(name number) AE¥1A1,4-6¥N1.1

Sell Air Extras for multiple passengers, using name select Note: The system creates a separate item in the PNR for each name.

AE¥(number of items to sell)A(Air Extra item number)¥N(name number),(name number) AE¥1A3¥N1.1,2.1

You do not segment select with Air Extras because each Air Extra’s line number is associated/related to a specific itinerary segment.

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DISPLAY AIR EXTRAS IN PNR

Sold segments are stored in the Air Extra (AE) field in the PNR, and in PNR history. You can display data in the AE field at any time. When the system adds an AE field to the PNR, and if any AE data exist, the banner displays indicating that Air Extras exists.

Example:

Display PNR *A

1.2MATHESON/PETER MR/CHASE MASTER 1 NZ 6V 20MAY 5 AKLLAX HK2 1915 1230 /DCNZ*ELD4PH /E 2 NZ 1W 28MAY 6 LAXAKL HK2 2130 0530 30MAY 1/DCNZ*ELD4PH /E TKT/TIME LIMIT 1.TAW/ PHONES 1.AKL682-605-1108-A ANCILLARY EXISTS *AE TO DISPLAY PRICE QUOTE RECORD EXISTS SECURITY INFO EXISTS *P3D OR *P4D TO DISPLAY REMARKS 1.-CHECK RECEIVED FROM - PETE 31D1.31D1*AKP 0946/06MAY11 EZFFJU H

*AE items in PNR *AE

ANCILLARY SERVICES 1.SECOND CHECKED BAG 1.1 MATHESON/PETER MR STATUS - HN1/REQUESTED AMOUNT - 20.00NZD TOTAL - 20.00NZD FLIGHT - NZ0006V20MAYAKLLAX DOC/CF - CPN - 2.SECOND CHECKED BAG 1.2 MATHESON/CHASE MASTER STATUS - HN1/REQUESTED AMOUNT - 20.00NZD TOTAL - 20.00NZD FLIGHT - NZ0006V20MAYAKLLAX DOC/CF - CPN - 3.SECOND CHECKED BAG 1.1 MATHESON/PETER MR STATUS - HN1/REQUESTED AMOUNT - 20.00NZD TOTAL - 20.00NZD FLIGHT - NZ0001W28MAYLAXAKL DOC/CF - CPN - ‡ DOC/CF - CPN –

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Codes

Status codes: HN – Holding Need HD – Holding confirmed; pending payment, EMD required HK – Holding confirmed; no EMD required HI – Holding confirmed; EMD issued (you can only issue the EMD if you have already issued the ticket)

Reply/advice codes:

UN – Unable – special service not provided UC – Unable to confirm/unable to waitlist KD – Service confirmed subject to receipt of EMD issue or reissue KK – Confirmed no EMD required NO – No Action taken, plus free text HX – Have cancelled SD – Schedule change/rebooking. EMD already issued. Document number must be included in SSR. Action codes:

NN – Service requested HS – EMD issued for confirmed service (use only following KD) XX – Service cancelled

EMD Time limit

The Sabre system allows you to issue an EMD until midnight the day after the carrier has confirmed the Air Extra item.

CANCEL AIR EXTRAS

Cancel a single Air Extra AE¥X(Air Extra item number) AE¥X1

Cancel multiple Air Extras AE¥X(Air Extra item number),(Air Extra item number) AE¥X1,3

Cancel all Air Extras in the PNR Note:, Partial cancellation of an Air Extra item (for a portion of travel), is not permitted. Segment select may not apply.

AE¥XALL

Cancel all Air Extras for a specific segment AE¥XALL¥S(segment number) AE¥XALL¥S2

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Stand-Alone EMD (EMD-S)

A Stand-Alone EMD (EMD-S) is an EMD issued for the collection of miscellaneous charges that are not to be lifted with an Electronic Ticket flight coupon(s). A Stand-Alone EMD is not associated to a passenger ticket; however, it may reference a ticket number.

In accordance with the IATA mandate, the vMCO and vMPD are scheduled to be discontinued as of January 1st, 2014 in IATA\BSP markets. Airlines may utilize the EMD-S as the replacement document for vMCO and vMPD. ARC will continue to support existing miscellaneous documents and have not stated any sunset date.

To facilitate the issuance of the EMD-S, a new mask will provide agents with the ability to book an Air Extra (AE) item manually. This manual AE will only support the building of Air Extra items that are not able to be filed in ATPCo Optional Services (OC) and will always result in an EMD-S. Fulfillment will use the manual AE item as the primary data source for the issuance of the EMD-S, and will reuse the control tables (WAEP) and formats (W#EMD) to provide continuity with the existing Air Extra fulfillment workflow introduced with EMD-A.

MANUAL AIR EXTRA (AE) CREATION

A new mask allows the user to create a manual AE item for use in issuance of an EMD-S. The mask allows the agent to input all the necessary data to create the AE. It also allows including a parameter to a reference an E-ticket.

In order to fulfill an EMD, the validating carrier must not be restricted in the agency TJR. The existing block of EMD numbers assigned to a PCC are shared between EMD-A and EMD-S transactions. The initial release limits a single AE item to an EMD-S. The EMD-S will have only one coupon.

The value of the EMD coupon is the value stored in the AE field for that AE item. This is the selling currency and value as entered by the user via the manual AE mask. The agency must be authorized to ticket in the selling currency in order to fulfill the AE item.

Once the EMD-S is issued, the existing IUR message is generated and the EMD transaction is reported to the BSP. Plain paper coupons are printed, if applicable. The PNR is updated with existing “ME” item in the *T field and an EMD accounting line. The AE item(s) are updated with the EMD number and the status is changed to “HI” (fulfilled). The EMD-S items are added to the EMD audit trail display (DQB*EMD). The EMD-S is stored in the Sabre Ticket Database and can be displayed with the existing WTDB* entries. Unlike the EMD-A, the EMD-S will not be updated to a referenced eticket in the Sabre Ticket Database. Invoice/Itinerary and/or PIR documents are stored on the DWLIST.

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EMD Standalone Mask

AE EMD-S Mask to Create Air Extra Item

The AE item can be added to the PNR for an EMD-S utilizing a mask to populate required data. The mask can be accessed using the following entry:

Entry: AE‡EMD‡T(tt)‡N(nn)

Where tt = ticket field (TE) from PNR (for reference ticket number)

nn = name number

Note: ‡T is optional / ‡N is optional if only 1 name in PNR

Examples: AE‡EMD no name select/reference ticket

AE‡EMD‡T2‡N1.2 reference to a ticket in the *T field (#2) and name 1.2

Redisplay AE EMD-S Mask

Entry: AE‡EMD‡*

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Example Mask with Details Entered:

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AE PNR Displays

The AE Primary and Secondary displays will have a few minor changes.

For EMD-S – there will not be segment info included in the display, since it is not associated to a segment. An additional field (Tax Exempt) will be included in the secondary display (*AES)

Example Primary Display (*AE):

Example Secondary Display (*AES):

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EMD Issuance

EMD Issuance Business Rules

• Only one EMD can be issued per AE item.

• Check your reporting table to ensure EMD is authorized for your region

• Be designated to the appropriate printer/stock based upon your reporting location

• The AE item must have “confirmed, pending payment” (“HD”) status.

• For any AE item which requires EMD-A payment, the ETKT must be issued prior to EMD issuance.

• For any AE item which require EMD-S payment, does NOT require ETKT issuance prior to EMD issuance

• The EMD will be issued in the currency stored in the AE field. All items issued during one transaction must have the same currency.

• Separate EMDs will be issued for each validating carrier. Currently interline EMD is not supported so all AE items on the EMD must have the same fee owning carrier.

• An EMD will be issued per passenger for each RFIC. When multiple coupons are required for the same board/off points on the same flight and date, a separate EMD will be issued.

• All AE items issued on the same EMD must have the same guarantee indicator (i.e. “guarantee” or “not guarantee”).

• AE items that are valid for exchange only cannot be on the same EMD as AE items that can be refunded

• AE items that are commissionable cannot be on the same EMD as AE items that are not commissionable.

Journey AE items cannot be combined on the same EMD as sector AE items. Journey AE items only have a value at the document level, not at the coupon level. Each journey AE item set (AEs that comprise one journey) must be on a separate EMD.

The Sabre system allows you to issue an EMD until midnight the day after the carrier has confirmed the Air Extra item. The Sabre system does not cancel the confirmed Air Extra item unless the carrier sends a cancel message.

The industry expectation is that AE items will be fulfilled at time of booking. However, since the carrier must confirm the service request via teletype (this may take up to 24 hours) and the confirmation could arrive when the travel agency is closed, Sabre’s policy is to allow EMD issuance until midnight the day after the AE item has been confirmed by the carrier, unless the carrier has filed a longer “purchase by” date. Once the “purchase by” date has passed, Sabre will cancel the confirmed AE item.

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FULFILLMENT OF AIR EXTRAS

Issue electronic ticket W¥(ticketing qualifier)¥(ticketing qualifier)¥(ticketing qualifier) W¥AAA¥KP3¥F*AX371234567890120/1216 Response: CREDIT VERIFICATION IN PROGRESS OK 1949.91 811500 ETR MESSAGE PROCESSED OK 6.6 AE ITEMS EXIST – USE W#EMD ENTRY TO FULFILL

Issue EMD W¥EMD*AE(Air Extra item number(s) to fulfill) Note: The status of the AE item must be HD (confirmed, pending payment). Maximum 9 EMDs (16 coupons maximum per EMD). W¥EMD*AE1 W¥EMD*AE1-5 W¥EMD*AE1/3/5 W‡EMD*AE1-6« OK 130.00 AIR EXTRAS FULFILLED

Entry edits

The AE item number(s) must be 1-3 numeric. Multiple AE items may be selected and must be in numerical order from lowest to highest. Range is denoted by a dash (-). Individual items are separated by a slash (/).

Examples of acceptable AE items:

Entry Description

W#EMD*AE3 Single AE item



W#EMD*AE1-4 Range of AE items, 1 through 4

W#EMD*AE1/3/5 Multiple individual AE items, 1 3 and 5

W#EMD*AE1-3/5 Range and individual AE items, 1 through 3 and 5

Note: When a minimum of one AE item is in a status of HD (confirmed, pending payment) the system generates an alert to remind you to fulfill the AE items. The system does not display this alert when you ticket from an FP line. A second end transaction overrides this warning message – it is informational only.

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Examples of unacceptable and invalid AE items:

Entry Description

W#EMD*AE0003 More than 3 numeric

W#EMD*AEA3 Alpha/numeric

W#EMD*AE*2 Non-numeric characters*

W#EMD*AE4-1 Range must be lowest to highest

W#EMD*AE1/5/3 Multiple individual AE items must be lowest to highest

W#EMD*AE5/1-3 Range and individual AE items must be lowest to highest

W#EMD*AE2/2 Duplicate AE items selected

W#EMD*AE/1/3/5/3 Extra / and Duplicate AE items selected

W#EMD*AE1/3-5/4 Range and multiple individual AE items must be lowest to highest

Additional Qualifiers

Validating carrier : W¥EMD*AE(Air Extra item number(s) to fulfill)¥A(validating carrier) All EMDs issued in one transaction must be validated on the same validating carrier If you do not add a validating carrier, the default carrier is the owning carrier – the carrier who filed the fee W¥EMD*AE1-5¥ANZ Commission (KP, K) : W¥EMD*AE(Air Extra item number(s) to fulfill)¥KP(commission percent) Commission percent is allowed for all agencies Commission amount is allowed for BSP agencies if the Commission Default table shows the COMMISSION AMOUNTS ALLOWED indicator AE items that are commissionable cannot be on the same EMD as AE items that are not commissionable

W¥EMD*AE1¥KP7 W¥EMD*AE(Air Extra item number(s) to fulfill)¥K(commission amount) W¥EMD*AE1/3/5¥K5.00

Form of Payment: : W¥EMD*AE(Air Extra item number(s) to fulfill)¥FCASH Form of Payment (FOP) must be present in the W#EMD entry. The same forms of payment allowed for ticket issuance are allowed for EMD issuance, except for two forms of payment (2 forms of payment are not allowed for EMD issuance). When form of payment is credit card, an authorization code for the total of all EMDs being issued will be obtained.

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PNR UPDATES When you issue the ticket and EMD, the system updates the following PNR fields. *T field Includes the electronic ticket number(s) (TE), an ME item and the EMD number(s) for each EMD the system issues *T« TKT/TIME LIMIT 1.T-07MAY-ABC1*AKP 2.TE 0862845751955-NZ MATHE/P ABC1*AKP 0806/07MAY*I 3.TE 0862845751956-NZ MATHE/C ABC1*AKP 0806/07MAY*I 4.ME 0861820006021-NZ MATHE/P ABC1*AKP 0807/07MAY A 5.ME 0861820006022-NZ MATHE/P ABC1*AKP 0807/07MAY A 6.ME 0861820006023-NZ MATHE/C ABC1*AKP 0807/07MAY A 7.ME 0861820006024-NZ MATHE/C ABC1*AKP 0807/07MAY A 8.ME 0861820006025-NZ MATHE/C ABC1*AKP 0807/07MAY A

This position contains an “A” for an associated EMD or an “S” for a stand-alone EMD.

For EMD – A AE field Displays the EMD number, coupon number and changes the status from confirmed, pending payment (HD) to fulfilled (HI)

*AE« ANCILLARY SERVICES 1.SECOND CHECKED BAG 1.1 MATHESON/PETER MR STATUS - HI1/FULFILLED AMOUNT - 20.00NZD TOTAL - 20.00NZD FLIGHT - NZ0002V20MAYAKLLAX DOC/CF - 0861820006021 CPN - 01 2.SECOND CHECKED BAG 1.2 MATHESON/CHASE MASTER STATUS - HI1/FULFILLED AMOUNT - 20.00NZD TOTAL - 20.00NZD FLIGHT - NZ0002V20MAYAKLLAX DOC/CF - 0861820006023 CPN - 01 3.SECOND CHECKED BAG 1.1 MATHESON/PETER MR STATUS - HI1/FULFILLED AMOUNT - 20.00NZD TOTAL - 20.00NZD FLIGHT - NZ0001V28MAYLAXAKL DOC/CF - 0861820006022 CPN - 01 (partial display)

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For EMD – S AE field

PNR History The system logs the EMD issuance entry to PNR history *HT« AT W‡PQ1 AT W‡EMD*AE1-6 R- P ABC1 ABC1*AKP 1518/07MAY11

EMD AUDIT TRAIL The system logs EMD transactions to the EMD audit trail. Display the current date’s report Entry: DQB*EMD

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The following qualifiers can be appended to the primary entry. These determine which airline and what dates are to be included on the report.

SABRE SYSTEM TICKET DATABASE

When you issue an EMD, the system stores the EMD image in the Sabre system ticket database. Display EMD from the Sabre system ticket database: By *T item number WTDB*(*T item number) WTDB*3 By EMD number WTDB*T(EMD number) WTDB*T1234567890

EMD STANDALONE

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EMD ASSOCIATE

When you issue an EMD-A, the system updates the associated electronic ticket image display with the EMD document number(s) WTDB*2« SABRE TICKET RECORD

PNR:IGVJKH

TKT:0862845751955 ISSUED:07MAY2011AKL PCC:ABC1 IATA:12345678

NAME:MATHESON/CHASE MASTER

FOP:CHECK

CPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT

1 NZ 2 V 20MAY AKLLAX 2130 OK VAM1Y30 OPEN

2 NZ 1 V 28MAY LAXAKL 2130 OK VAM1Y30 OPEN

FARE NZD1820.00 TAX 20.00YR TAX 11.00IA TAX 28.00KK

TAX 43.40US TAX 7.40YC TAX 9.40XY

TAX 6.70XA TAX 3.40AY TAX 6.00XF

TOTAL NZD1955.30

COMM: .00

NONREF/NONEND/DATE CHANGES/PERMITTED/REROUTE NZD200

AKL NZ LAX671.80VAM1Y30 NZ AKL671.80VAM1Y30 NUC1343.60 EN

D ROE1.354566 XFLAX4.5

ASSOCIATED EMD: 0861820006021

0861820006022

VOID AN EMD You can void an Electronic Miscellaneous Document (EMD) using the existing void entries. Conditions of voiding:

You may void only one EMD at a time Void is allowed only within the void reporting period Only the pseudo city code (PCC) which issued the EMD can

void the EMD EMD coupon status must be OPEN

Void EMD from *T field WV(*T item number) WV8, then renter to confirm void WV8« ‡REENT IF 0861820006025 IS TO BE VOIDED-0028‡ WV8« BSP Response: EMD VOID MSG SENT IF WITHIN BSP APPROVED GUIDELINES

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Void EMD from the Carrier EMD database display Display EMD from *T field: WEMD*<*T item number> WEMD*4 Or Display EMD from EMD number: WEMD*T<EMD number> WEMD*T0861820006025 Void entry: WEMDV ‡REENT IF 0861820006025 IS TO BE VOIDED 0028‡ Re-enter: WEMDV BSP Response: EMD VOID MSG SENT IF WITHIN BSP APPROVED GUIDELINES-0028

Upon successful void of an EMD the system:

“A” for associated and “S” for standalone

Removes the EMD number and coupon number from the *AE display and changes the status of the item back to confirmed, pending payment (HD)

*AE«

ANCILLARY SERVICES

1.SECOND CHECKED BAG 1.1 MATHESON/PETER MR

STATUS - HD1/PAYMENT REQUIRED

AMOUNT - 20.00NZD

TOTAL - 20.00NZD

FLIGHT - NZ0002V20MAYAKLLAX

DOC/CF - CPN -

2.SECOND CHECKED BAG 1.2 MATHESON/CHASE MASTER


AMOUNT - 20.00NZD

TOTAL - 20.00NZD

FLIGHT - NZ0002V20MAYAKLLAX

DOC/CF - CPN -

3.SECOND CHECKED BAG 1.1 MATHESON/PETER MR


AMOUNT - 20.00NZD

TOTAL - 20.00NZD

FLIGHT - NZ0001V28MAYLAXAKL

DOC/CF - CPN - ‡

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Changes the EMD status to void in the Sabre system ticket database WTDB*8« SABRE ELECTRONIC MISCELLANEOUS DOCUMENT RECORD

PNR:IGVJKH

EMD:0861820006025 ISSUED:07MAY2011AKL PCC:ABC1 IATA:12345678

NAME:MATHESON/CHASE MASTER FF:

NAME REF: TOUR ID:

FOP:CHECK

CPN A/L BRDOFF DATE QTY AIR EXTRA STAT

1 NZ AKLLAX N/A 1 IN-FLIGHT ENTERTAINMENT VOID

2 NZ LAXAKL N/A 1 IN-FLIGHT ENTERTAINMENT VOID

BASE AMT NZD50.00 EMD TTL NZD50.00

EQUIV AMT NZD50.00

AKL NZ X/LAX NZ AKL 50.00 END

RFIC - G

ENDORSEMENTS/RESTRICTIONS -

EMD TYPE - ASSOCIATED

ASSOCIATED ELECTRONIC TICKET NUM: 0862845751956

CPN ASSOCIATION

ETKT CPN EMD CPN FEE CARRIER REFUND FOP SIMULT TKTG

1 1 NZ X

2 2 NZ X

Additional Void Trails:

DQB*EMD/D07MAY« WV*« REFUND AN EMD You are able to refund an Electornic Miscellaneous Document (EMD).

No qualifiers will be allowed with the EMD refund entry Only one EMD document can be refunded at a time You cannot select which coupons to refund. The system sends the EMD number in the

refund request and the carrier determines which coupons to actually refund. Automated Refunds must be active in your country’s BSP table Only the IATA/ARC number which issued the EMD can refund the EMD At this time, you cannot cancel an EMD refund

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Display the PNR that contains the EMD you wish to refund If you do not display a PNR or if no current PNR exists when you process the EMD refund, the system creates a reference PNR and automatically ends the refund transaction. Begin the EMD refund: WFRR(13-digit EMD number)/EMD WFRR1234567890123/EMD

OR Using *T item number WFRRTR(*T item number)/EMD WFRRTR4/EMD

Note: The system automatically verifies the current EMD coupon status from the carrier’s ticket database and determines if any coupons are eligible for refund. If the carrier returns a good response (determines if any EMD coupon status is OPEN), the refund process continues. If no coupon status is OPEN, you receive the error message of REFUND NOT ALLOWED – VERIFY EMD COUPON STATUS.

Response when you have refunded the EMD from a displayed PNR: EMD REFUND TRANSACTION PROCESSED EMD REFUND ACCOUNTING DATA CREATED IN ACTIVE PNR Response when you have refunded the EMD with no PNR displayed: EMD REFUND TRANSACTION PROCESSED EMD REFUND ACCOUNTING DATA CREATED IN PNR REFERENCE JZXRDB Note: When you refund a ticket via Refunds and Exchanges and associated EMDs exist, you receive this trailer message: EMD DOCUMENTS EXIST – REFUND SEPARATELY

SYSTEM UPDATES The system creates a reference PNR when no PNR is present in the work area The PNR contains: An OTH segment for the current date An EMD refund accounting line An MR item in the *T field

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For Example:

*JZXRDB« JZXRDB 1.1HANSEN/KAREN 1 OTH YY 29JUL Q GK1 HDQ/AUTOMATED REFUND EMD TKT/TIME LIMIT 1.T- PHONES 1.AMS817-123-1234-A CUSTOMER NUMBER - H10100 ACCOUNTING DATA 1. RNZ¤1234567890/ .00/ 95.00/ 0.00/ONE/CXAXXXXXXXX XXXX1009 1.1HANSEN K/1/123/F/EMD RECEIVED FROM - P ABC1.ABC1*A5Z 0742/29MAR11 JZXRDB H

Refund item in *T field: *T« TKT/TIME LIMIT 1.T- 2.MR 0861234567890-AT HANSE/K ABC1*A5Z 1442/29MAR*A

Removes the EMD number in the *AE display from each applicable AE item and changes the AE item status from fulfilled (HI) to confirmed, pending payment (HD)

*AE« ANCILLARY SERVICES 1.SMALL SPORTING EQUIPMENT 1.1 YANG/KIM MAI MRS STATUS - HI1/FULFILLED AMOUNT - 25.00NZD TOTAL - 25.00NZD FLIGHT - NZ0176M02JUNPERAKL DOC/CF - 0861820006245 CPN - 04 5.PILLOW/BLANKET PACK 1.2 YANG/MAI LING MISS STATUS - HD1/PAYMENT REQUIRED AMOUNT - 10.00NZD TOTAL - 10.00NZD FLIGHT - NZ0008Q03JUNAKLSFO DOC/CF - CPN

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Changes the coupon status to RFND in the Sabre system ticket database Note: The status for any remaining open coupons which are not refundable changes to NORF status, meaning Not Refundable. When you refund the EMD, the system removes the EMD number(s) from the associated ticket image display.

WTDB*4« SABRE ELECTRONIC MISCELLANEOUS DOCUMENT RECORD PNR:EDCPCK EMD:0861820006244 ISSUED:05MAY2011AKL PCC:ABC1 IATA:12345678 NAME:YANG/MAI LING MISS FF: NAME REF: TOUR ID: FOP:AXXXXXXXXXXXX0120*XXXX/710253 CPN A/L BRDOFF DATE QTY AIR EXTRA STAT 1 NZ AKLSFO N/A 1 IN-FLIGHT ENTERTAINMENT RFND BASE AMT NZD10.00 EMD TTL NZD10.00 EQUIV AMT NZD10.00

EMD REFUND AUDIT TRAIL

DQB*RFEMD

Display next 500 DQB*RFEMD/MD (can be repeated as necessary) Display previous 500 DQB*RFEMD/MU Move to the first 500 DQB*RFEMD/MT Move to the last batch DQB*RFEMD/MB Use existing MD, MU, MB, and MT entries to navigate within the existing batch you have displayed. The Total Line displays only on the last page.

DQB*RFEMD DQB*RFEMD « EMD REFUND REPORT 12MAY11 ABC1 TRAVELTOURS AIRLINE DOCUMENT AGENT DATE OF FORM OF REFUND CODE NUMBER SINE/TIME REFUND PAYMENT AMOUNT PNR-EDCPCK YANG/MAI LING MISS 086 1820006244 AKP/0812 12MAY11 CC EMD NZD 10.00 TOTAL REFUNDS - 1 CASH/CHECK CREDIT NZD 10.00 .00 10.00

Display the current date’s report and specify the airline (maximum of 1 airline code)

DQB*RFEMD/A(2-character airline code) DQB*RFEMD/ANZ

Display the report and specify a date or date range (maximum of 31 days from today)

DQB*RFEMD/D(date month) DQB*RFEMD/D02MAR DQB*RFEMD/D(date month)-(date month) DQB*RFEMD/D02MAR-10MAR

Display the report and specify that only direct ticketing EMD transactions are included in the display

DQB*RFEMD¥TAT

You may combine the A and D qualifiers in any order, separated by a /; the ¥TAT qualifier must be the last qualifier in the entry: Specify airline and date DQB*RFEMD/ANZ/D02MAR Specify date range, airline DQB*RFEMD/D02MAR-10MAR/ANZ

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TROUBLE SHOOTING

EMD STANDALONE MASK

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EMD ISSUANCE

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EMD DQB*

EMD REFUNDS

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