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1 Lesson: Total Time: Content: Question/answer: Claim PNR and End and Copy 45 minutes 30 minutes 15 minutes Lesson Description: This 45-minute virtual class is designed to give you a comprehensive understanding of Claim PNR and how to End and Copy (EC) a PNR. Author: Janet Crow-Hendry SME: Diane Fay Approved: QA by Barbara Herrin Instructor Review: Ed James Master PNRs: *MF6UEM or *-KAPOOR Follow-Me s: Evaluation Form

2 PowerPoint - 1 Welcome to Claim PNR and End and Copy PowerPoint - 2 Objectives At the end of this lesson, you will be able to Claim Airline and Amtrak PNRs. End and Copy a PNR. Locate GRS references for Claim PNR and End and Copy (EC)

3 PowerPoint - 3 Steps to Claim a Northwest Airlines PNR 1. Display the PNR by flight number or NW record locator. 2. Change the ownership from the NW partition to the Worldspan partition. Entries *NW843/17JUNMEM-GREY *4EMF8R 6$1P Claim PNR allows the retrieval of a PNR in an airline s system and the transfer of the PNR to the Worldspan system. Amtrak also participates in the claim process. Claiming records booked directly with the airline or Amtrak secures the booking to your agency. The claim process for Northwest Airlines differs slightly from other airlines because they are hosted in the Worldspan system. NW resides in a separate partition of Worldspan. All agents have access to their PNRs, unless they have been secured by another agency. NW uses generic SIDs (Subscriber Identifications) or pseudo city codes in the first phone field, allowing the subscriber to access the PNRs. To transfer ownership of the PNR from Northwest Airlines (NW) to the Worldspan agency (1P) use the entry 6$1P. Note: Not all airlines allow PNRs to be claimed. For participating airlines, use the entry HELP CLAIM XX (XX = airline code). We will cover more on participating airlines later in this lesson

4 PowerPoint - 4 Steps to Claim a Northwest Airlines PNR 3. Secure the PNR by adding or inserting the first phone field including the agency SID. Short entry Long entry 4. Change the ticketing field or add a new ticketing field. Change ticketing field Add new ticketing field Entries (spaced for clarity) 9-NAME 90/SID T /WORLDSPAN TRAVEL 7@TAW/00/09AUG 7TAW/00/09AUG To secure the PNR to your agency, you must give the PNR your agency SID by changing the first phone field. Add a new ticketing field. PowerPoint - 5 Steps to Claim a Northwest Entries (spaced for clarity) Airlines PNR 5. Add purchase commitment. 4P*, 4PQ, -or- 4PQM 6. End and redisplay. ER

5 Remember that Northwest Airlines requires the purchase commitment before ending the PNR. Entries and explanations can be found in HELP and INFO CLAIM NW. It s much less complicated to claim an OAL PNR than to create a new one with passive segments. The PNR is re-displayed when the claim is completed. It can then be changed or ignored as needed. PowerPoint - 6 Steps to claim an OAL PNR Example entries Other than NW entries 1. Retrieve the PNR by information OR - or record locator 2. Claim For airlines other than NW, use Direct Access PNR Retrieval entries to claim their PNRs. Once the PNR is claimed, the Worldspan record locator is placed after the 1P partition indicator, and shipped to the airline showing change of ownership. All airlines in the PNR are advised of the change in ownership and the 1P record locator

6 The claim process simply involves retrieving the PNR and using the claim entry. Depending on the airline, you may also need to include the AccessPlus entries to display the PNR. Let s look at the reference page index for claim PNR. Application Sharing 1. Access HELP CLAIM. Tab to AeroCalifornia and look at their page. HELP CLAIM HELP CLAIM JR CLAIM AIRLINE PNRS HELP CLAIM JR STEPS TO CLAIM A PNR BOOKED BY AEROCALIFORNIA 1. DISPLAY THE AEROCALIFORNIA PNR USING ONE OF THE METHODS LISTED BELOW. RECORD CONFIRMED OAL BOOKED BY FROM SIMILAR 2. CLAIM THE THE FOLLOWING PNR ELEMENTS ARE NOT TRANSFERRED-- REGULAR REMARKS NAME REMARKS SPECIAL REMARKS FORM OF PAYMENT)> Certain PNR elements do not transfer when a PNR is claimed from an OAL carrier. Typically, these are remarks, ticketing fields, form of payment and auxiliary segments. The individual airline HELP CLAIM page lists this information and also various entries to retrieve the PNR. For participating airlines, use the entry HELP CLAIM XX (XX = airline code)

7 When a PNR is claimed, Worldspan audits the itinerary to determine if the segments belong to a participating, or non-participating carrier. Claims for participating airlines transfer all itinerary segments for that airline. Segments for non-participating airlines are transferred as memo segments (MK), and an OSI is added for each. Additional information can be found under INFO CLAIM. When you try to create MK or HK segments for an airline that is a claim PNR participant, Worldspan responds with an advisory message. The advisory carries instructions for procedures to claim the PNR from the airline system, rather than duplicate it with MK segments. Passive segments should only be used when the PNR is not eligible for claim through the system. Refer to individual airline INFO CLAIM pages (INFO CLAIM XX, XX = airline code) for details regarding claims for a PNR with special considerations, such as infant PNR, open segments, or waitlist segments. PowerPoint - 7 Example advisory from America West Airlines: 1 HP 297Y 20OCT DFWPHX MK1 615A 645A /O **HP IS A CLAIM PNR PARTICIPANT - SEE >HELP CLAIMHP(

8 PowerPoint - 8 OAL PNRs Ineligible for Claim PNRs belonging to another travel agency Blocked space PNRs containing flown segments Pastdate PNRs PNRs without air space Prepaids Ticketed PNRs Not all PNRs can be claimed. This is a list of some of the more common PNRs that are ineligible. Each airline has different rules for ineligible claims. See INFO CLAIM for a list of PNRs ineligible for claim. If an error response is received from the airline after the claim entry is made, access INFO CLAIMERR XX (XX = airline code) for an explanation. Application Sharing 1. Access: INFO CLAIMERR INFO CLAIMERR AIRLINE CODE REFERENCE PAGE AEROCALIFORNIA AIRLINES JR >INFO CLAIM ERR JR( AEROEXO SX >INFO CLAIM ERR SX( AEROMEXICO AIRLINES AM >INFO CLAIM ERR AM( AIR ONE AP >INFO CLAIM ERR AP( ALASKA AIRLINES AS >INFO CLAIM ERR AS( AMERICAN AIRLINES AA >INFO CLAIM ERR AA( AMERICA WEST AIRLINES HP >INFO CLAIM ERR HP( AVIACSA AIRLINES 6A >INFO CLAIM ERR 6A( CONTINENTAL AIRLINES CO >INFO CLAIM ERR CO( DELTA AIR LINES DL >INFO CLAIM ERR DL(

9 2. Tab to the error page for AeroCalifornia: INFO CLAIM ERR JR CLAIM PNR - ERROR RESPONSES - AA INFO CLAIM ERR AA JR INFO CLAIM ERR JR US INFO CLAIM ERR US ALREADY CLAIMED - PNR WAS CLAIMED BY ANOTHER TRAVEL AGENCY. CORRUPT AAA - THERE IS A PROBLEM WITH THE PNR - AND THE PNR CANNOT BE CLAIMED. ENTRY NOT AUTH - IN THIS SITUATION THE PNR CANNOT BE RETRIEVED BY RECORD LOCATOR. IF THIS ERROR IS RECEIVED THE PNR MUST BE RETRIEVED BY THE FLIGHT/DATE AND NAME. FIN OR IGN - END TRANSACTION OR IGNORE MUST BE PERFORMED ON)> This page contains a list of the possible error responses you may receive from this airline, with a brief explanation to help you determine the next step. Next let s take a brief look at Amtrak claims. PowerPoint - 9 Claiming Amtrak Steps to Claim an Amtrak PNR 1. Display the PNR in Amtrak s system using the Amtrak record locator. Entries or 2. Claim the 3. Allow 2 to 5 minutes. TRANSFER IN PROGRESS. 4. Display PNR using valid Worldspan entry. *-NAME

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11 The process to claim an Amtrak PNR is similar to the process for an airline PNR. Notice Amtrak uses CPY and not CLM. It is important to allow a few minutes for the Amtrak PNR to transfer to the Worldspan system. Transfer in progress is a common response to a claim entry for an Amtrak PNR. This can take several minutes. To check for the completed transfer, retrieve the PNR by name. If you cannot retrieve the PNR, make sure you have allowed at least 5 minutes for the transfer in progress to complete. If you are still unable to retrieve the PNR, contact the Worldspan Customer Assistance Center. Let s talk now about how to End and Copy (clone) a PNR. PowerPoint - 10 End and Copy sample Copy all segments, same number in party, sell via Direct Access Copy all segments for one person, sell via Direct Access, include phone field and all remarks Copy all segments for two people, change booking class to Y, change date to 5 days later. Entries EC@ EC1#@*P/R EC2#CY#D

12 End and Copy entries end transaction on the current PNR, and use the items selected to create a new PNR. This process reduces keystrokes, and assists with multiple parties and corporate travelers flying certain routes regularly. The response to the End and Copy entry is a newly created PNR before end transaction. Although end transaction edit remarks do not copy, the edits themselves carry over to the new PNR. Flights on Direct Sell participating airlines are sold over the Direct Sell link. If the Direct Sell link is not available, the system requests flights via Direct Access. If Direct Access is not available, the flights are sold from Worldspan availability. To request flights via Direct Access, symbol can be used at any point in an End and Copy entry. PowerPoint - 11 End and Copy Sample Entries Copy all segments and PNR fields name, phone and remarks (not including form of payment) Copy all segments and PNR fields for phone/remarks and FOP (name included) Copy PNR fields without itinerary, and include name, phone, remarks and form of payment EC*A EC*P/R/FP ECXI#*A/FP

13 When more than one itinerary option is selected, the first option immediately follows EC, without a separator. The end item (#) is used to separate the remaining itinerary options. Use the end item (#) after the last itinerary option when adding non-itinerary items. An asterisk (*) is used as the separator between itinerary and nonitinerary options in the entry. An oblique, or slash, (/) separates each non-itinerary option, such as phone or form of payment. End and Copy cannot be performed while in insert mode, in queue, during a divide function, or on an Amtrak PNR. Certain fields do not copy, such as ticket records and GFAX items. For a complete list of fields that do not copy, see the general overview INFO page for End and Copy: INFO ECG. Let s take a quick look at the fields eligible to be copied. PowerPoint - 12 Fields eligible for copy Segments Air segments (maximum 9) Car and Hotel and non-automated auxiliary segments, including Travel (TVL) segments, Surface segments (ARNK) PNR Fields Name fields (maximum 9) Phone fields Primary document instruction (DI)

14 Flight segments with HK status change to SS status when copied because you are selling them not really copying. If some flights are not available, or do not operate, the message *COPY COMPLETE CHECK SEGMENT STATUS* is received. It may be necessary to display the itinerary and sell alternate flights. Flights with an MK status code copy as MK

15 PowerPoint - 13 Fields eligible for copy PNR Remarks Remarks fields created by you: Regular remarks Special remarks Unique remarks Itinerary/invoice remarks 5 5/,5-CB,5$ 5.A,5.Z 5IR- and/or 5RM- PNR remarks copy if they are agency generated. System-generated remarks do not copy. Let s practice using End and Copy. Application Sharing 1. Access the PNR for Vasantha Kapoor. *MF6UEM

16 1P- MF6UEM 1.1KAPOOR/VASANTHA*ADT 1 AA1085Y 16APR WE BOSORD HK1 418P 609P/O $ E 2 AA2034Y 26APR SA ORDBOS HK1 942A 1258P/O $ E P- 1.PQ T/WORLDSPAN TRAVEL/ERICA 2.PQ H T- 1.TAW/00/31AUG A-1.CD V. KAPOOR 2.CD 111 COLLIER RD 3.CD ATLANTA GA TKG FAX-AUTO PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 31AUG BY AGT-CG/PQ2 )> 2. Copy all PNR fields without the itinerary. ECXI#*A/FP 1.1KAPOOR/VASANTHA*ADT P- 1.PQ T/WORLDSPAN TRAVEL/ERICA 2.PQ H A-1.CD V. KAPOOR 2.CD 111 COLLIER RD 3.CD ATLANTA GA TKG FAX-NOT PRICED FARE TYPE EX *** DI ITEMS EXIST *** FOP- 1.CK **** ITEMS SUPPRESSED ****/ML > With this entry, we have: excluded the itinerary (XI) included her name, phone data, and remarks such as client delivery data, and itinerary remarks (A) included her form of payment (FP) The A option copies name, phone and remarks. This new shell is ready for the addition of flights for her next trip

17 Remarks can also be copied using the remarks option (R). The remarks option (R) copies all agency-generated remarks, including general remarks, unique remarks, itinerary/invoice remarks, client account, billing and delivery remarks. This is used if you do not use the A option (if you don t need the name or phone data but want all remarks). Options are available to copy only unique remarks (U) or itinerary/invoice remarks (ML), rather than all agency-generated remarks. System generated remarks, such as acknowledgments and ET edit remarks, do not copy. For more examples of End and Copy entries, see HELP EC and INFO ECCOMBINE. Now let s review what we ve learned in this lesson

18 PowerPoint - 14 Summary To claim a PNR from Northwest Airlines, it is necessary to transfer ownership from (NW) to the Worldspan agency (1P). Use 6$1P to change ownership. To claim Amtrak records, allow 2 to 5 minutes for TRANSFER IN PROGRESS, prior to displaying the record in Worldspan. PowerPoint - 15 Summary A PNR can be cloned using End and Copy entries. Entries can be found in HELP EC and INFO EC. PowerPoint - 16 Questions 1. Which of the following entries changes a Northwest Airlines PNR from NW ownership to your agency ownership? a. $1P b. 9-$1P c. 6$1P Answer - c

19 2. For OAL carriers, you would use Direct Access entries to display and to claim their PNRs. True or False? Answer: True. Once the PNR is claimed, the Worldspan record locator is placed after the 1P partition indicator, and shipped to the all airlines in the PNR showing change of ownership. 3. Which of the following entries is one of the steps to claim an Amtrak PNR? a. d. Answer: c. Amtrak claim entries use CPY rather than CLM. 4. Which of the following items is eligible for End and Copy? a. GFAX items b. Ticket Records c. Itinerary/invoice remarks d. None of the above Answer: c. Agency generated remarks are all eligible for copy. 5. It is possible to request flights via Direct Access, using symbol, in an End and Copy entry. True or False? Answer: True

20 6. Which of the following entries copies all name, phone, form of payment and remarks data, but no itinerary segments? a. b. EC#*A/FP c. EC#*R/P/FP d. ECXI#*A/FP Answer: d. PowerPoint - 17 Self-study tutorials: Related Topics Basic PNR Virtual e-learning: Divide PNR and Reduce Number in Party PNR Remarks Display PNR and Bridge Branch PowerPoint - 18 Thank You For participating in the Claim PNR and End and Copy session For questions and comments, please send an to: training@worldspan.com

21 PowerPoint - 19 Evaluation