Electronic Miscellaneous Document (and / or) Amadeus Airline Ancillary Services

Transcription

1 Electronic Miscellaneous Document (and / or) Amadeus Airline Ancillary Services Guidelines for Travel Agencies 11 October 11, 2013

2 INDEX 1 WHAT IS AN EMD?...5 What is the difference between an Associated versus a Standalone EMD?...5 How to Create Chargeable Services in the PNR Depending on the EMD Type...5 What are RFICs/RFISCs?...6 How RFICs/RFISCs are used in the EMD TSM...6 What is the EMD Coupon Structure?...6 When to use an SVC Segment...7 When to use an SSR Element...7 Travel Agencies not yet using EMD EMD-A SPECIFIC BEHAVIOUR 7 EMD status codes...7 Association / Disassociation WHAT IS AN ANCILLARY SERVICE (AAAS)? ABAG ISSUANCE ON EMD-A. 9 A. Service description and purpose...9 B. detailed EMD flow / Initial PNR / Booking / Pricing / Issuance / EMD display (EWD) / Other Airline s specificities (if applicable) / Service Change Rules BBAG ISSUANCE ON EMD- A...Error! Bookmark not defined. A. Service description and purpose...14 B. detailed EMD flow / Initial PNR / Booking / Pricing / Issuance / EMD display (EWD) / Other Airline s specificities (if applicable) / Service Change Rules CBAG ISSUANCE ON EMD-A A. Service description and purpose...15 B. detailed EMD flow / Initial PNR / Booking / Pricing / Issuance / EMD display (EWD) / Other Airline s specificities (if applicable) / Service Change Rules

3 7 DOWLOAD REGIONAL DAILY PRESS. 16 A Service description and puspose. 16 B Detailed EMD flow..17 1/initial PNR. 17 2/ Booking /Pricing.17 4/ Inssuance..18 5/ EMD display (EWD)..18 6/ Other Airline's specificities (if applicable) 18 7/Service change rules.19 8 E-TICKET.20 9 REVALIDATION/VOIDING/REFUND/EXCHANGE OF E-TICKET THAT HAS ASSOCIATED EMD-A LIST OF EMD ENTRIES.24 4

4 1 WHAT IS AN EMD? EMD stands for Electronic Miscellaneous Document. An EMD allows you to sell and track the usage of charges, for example excess baggage charges, change fees and a residual value. The EMD is the solution for all fees collected outside a ticket. It will replace all existing virtual miscellaneous documents and IATA VMPDs by end Please keep in mind that EMD is basically an empty (but secure) shell that has to be priced manually. EMD automatic pricing is anyhow possible with the Amadeus Ancillary Services solution or with Amadeus Ticket Changer. These solutions are not included in the IATA EMD solution and are sold independently of EMD. This document deals therefore with EMD only. What is the difference between an Associated versus a Standalone EMD? There are two types of EMDs, the standalone EMD (EMDS) and the associated EMD (EMDA) that can be associated to e-ticket coupons. The two types differ in their behaviour and usage. Here are the main characteristics: Standalone EMD (EMDS) 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 group deposits and change fees. The standalone EMD can consist of a single or multiple value coupons depending on airline 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). Associated EMD (EMDA) 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 and excess baggage. 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. How to Create Chargeable Services in the PNR Depending on the EMD Type To create a chargeable service or fee for which you want to issue an EMD, you can either enter a Special Service Request (SSR) element in the PNR for EMDs that are associated to a flight segment (EMDA) or a Manual Auxiliary Segment (SVC) for EMDs that are not associated to a flight segment (EMDS). 5

5 What are RFICs/RFISCs? An RFIC is a Reason-For-Issuance Code (coded on 1 character, example: A, C, ). 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) coded on 3 alphanumeric characters (examples: 0BT, 99I, ). The RFISCs are airline-specific, even if some ATPCO recommendations do exist. How RFICs/RFISCs are used in the EMD TSM When you create an EMD Transitional Stored Miscellaneous (TSM) document or EMD pricing record, 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. An EMD cannot contain both chargeable special service requests (SSRs) and manual auxiliary segments (SVCs) in one TSM. The system automatically performs a split when the EMD TSM is created. On the next page you can find different EMD Reason for issuance codes (RFIC) and Reason for issuance sub codes (RFISC). If the RFIC is the same, on same EMD there can be different RFISCs: EMD: Coupon Service code RFIC RFISC NCEPAR PETC C 0BT PARLON PETC C 0BT LONPAR AVIH C 0BS PARNCE AVIH C 0BS Note that one EMD cannot contain services created from SVC and SSR elements. If in addition to services above passenger has XBAG NCEPAR & PARLON, that would have to be issued on separate EMD because there can only be one service/flight segment on same EMD. What is the 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 document numbers). 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 (intermediate statuses do not come over from e-ticket to EMD). 6

6 When to use an SVC Segment For standalone services that do not need to be associated to a flight segment, you enter an auxiliary segment in the PNR. This type of auxiliary service segment must be entered with an HK action code (confirmed) and it can be associated to one passenger only. The system creates a service segment (SVC) that is not sent to the airline system and not transmitted to the airline's Departure Control System (DCS). This means that it is not taken into account for reservation or booking purposes by the airline. When to use an SSR Element If you want to book a special service that is associated to a flight segment, excess baggage or sports equipment, for example, you can use a Special Service Request (SSR) element. Service must be confirmed before EMD can be issued based on SSR element. When Travel Agent exchanges e-ticket coupon that has EMD-A attached to it, EMD is automatically disassociated. Travel agency must contact Airline 1 st level Ticketing Help Desk in case EMD-A needs to be reassociated to another ticket or needs to be refunded. Travel Agencies not yet using EMD Amadeus Travel Agencies who are not using EMD yet, can see EMD FA element in the PNR, but they are not able to display EMD. At the end of the FA element agent can see from which element the EMD has been created and that gives the hint of what EMD has been issued for. 2 EMD-A SPECIFIC BEHAVIOUR EMD status codes When the e-ticket that is associated to EMD is set to flown status (F) by airline departure control system (DCS), F status is cascaded also to associated EMD coupon. Intermediate statuses of e-ticket (A and C) are not cascaded on EMD coupon at the moment. Association / Disassociation System automatically disassociates EMD from e-ticket when travel agent exchanges e-ticket coupon that has EMD-A attached to it. Travel agency must contact Airline Help Desk in case EMD-A needs to be reassociated 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 7

7 3 WHAT IS AN ANCILLARY SERVICE (AAAS)? Ancillary Services is the Amadeus solution which allows services automatic pricing thanks to an Airline filing done on ATPCO side. Services eligible to AAAS are marked with a / (slash) in front of the service line at booking time. Manual TSM-P management is then replaced by an automatic flow. Except this automatic pricing step, all other steps (booking, issuance, follow-up) stay unchanged. Please note that AAAS is used with SSR and EMD-A in most of cases. 8

8 4 ABAG ISSUANCE ON EMD-A A. Service description and purpose The baggage services are ancillary services which are non-refundable but exchangeable. The A5 Pricing scheme for Baggage, expressed in bilateral service codes ABAG, BBAG and CBAG is filed in ATPCO. ABAG, BBAG and CBAG are A5 bilateral codes used by A5 to facilitate booking of Baggage. The booking method to book this ancillary is an SSR for the request of the service. ABAG corresponds to the 1 st additional piece on top off the base allowance, BBAG corresponds to the 2 nd additional piece on top off the base allowance, CBAG corresponds from the 3 rd to more additional piece on top off the base allowance. ABAG, BBAG and CBAG have an occurrence of 1 in the PNR with a NIP for ABAG of 1, NIP for BBAG and NIP 1 for CBAG (NB. NIP = number in party). TARIF Nbr BAG 1er 2e 3e 4e+ FREE MAXI FLEX ABAG = 45 BBAG= 45 FLYING BLUE ABAG = 45 BBAG= 45 CBAG = 45 ABAG BASIC PLUS ABAG = 45 BBAG= 45 CBAG = 45 BASIC ABAG = 15 BBAG= 45 CBAG = 45 CBAG = 45 BBAG TYPO ABAG = 15 BBAG= 45 CBAG = 45 CBAG = 45 PROMO ABAG = 15 BBAG= 45 CBAG = 45 CBAG = 45 CBAG 2/ Service policy The ABAG, BBAG and CBAG services are: Exchangeable Using the SSR booking method (SSR ABAG, SSR BBAG, SSR CBAG) 9

9 B. detailed EMD flow 1/ Initial PNR Name field From To Fare quote ET 2/ Booking Name field From To Fare quote ET Payment ET Issuance of the ET -Booking of the ancillary SSR ABAG for the 1st additional piece on top off the base allowance, You can book only one ABAG per PAX per segment Cryptic entry: SSR ABAG Free flow text is not applicable Specific formatting is not applicable 10

10 3/ Pricing Use automatic transaction Note: these prices are subject to possible change. This an example of a FXG output 4/ Issuance Issue the EMDA in an open status Do Issuance of the services: Combinated issuance for E-Ticket and services is possible: FA element created 11

11 5/ EMD display 6/ Other Airline s specificities (if applicable) NOTE: This manual s starting point is auto-pricing of baggage services for A5 flights based on ATPCO filed ABAG, BBAG and CBAG baggage fares. In case of another operating airline than A5, we sell the bag at the airport only. In case of a A5 Flight with another airline E-Ticket, please dial the local AF call center. 12

12 7/ Service Change Rules CHANGE RULES FOR ABAG Case E-ticket & Change Procedure / consequences EMD-A 1. Flight rebooked to another date / flight nbr changes Try to revalidate and if not, than reissue. Your SSR will be cancelled. Therefor a new SSR should be inserted. The EMD should be linked to the new SSR element. 2. Ticket is voided -> EMD needs to be voided Ticket is refunded. EMD needs to be refunded. 3. Passenger changes his mind and rebooks ticket in a lower class 4. Passenger is re-routed voluntary -> Journey is changed, so EMD can not be used for new rtng A Travel Agent can not link the EMD to the SSR. The travel agent has to call upon AF Trade support to support him in this. VOID has no consequence, it doesn t appear on the Sales report and HOTfile No effect on the baggage tariff and the Baggage EMDA needs to be refunded and issue new An EMD-A should always be re-issued if the routing changes (even if the price is identical as original routing). The baggage EMD-A is filed as exchangeable to allow this. Your SSR will be cancelled as a consequence. The Travel Agent needs to re-issue the Ticket and the EMD. 5. Re-routed voluntary Identical to item 4 -> Journey is changed, so EMD can not be used for new rtng 6. Any involuntary flight cancellation. Passenger does DPQR is refundable in this case not travel 7. Involuntary re-booking to A5 flight A5 take care of the re-booking. ET and EMD need to be re-issued. 13

13 5 BBAG ISSUANCE ON EMD-A A. Service information 1/ Service description 2/ Service policy Same as ABAG, please refer to ABAG B. detailed EMD flow 1/ Initial PNR 2/ Booking SSR BBAG for the 2 nd additional piece on top off the base allowance, You can book only one BBAG per PAX per segment Cryptic entry: SSR BBAG Free flow text is not applicablespecific formatting is not applicable 3/ Pricing 4/ Issuance 5/ EMD display (EWD) 6/ Other Airline s specificities (if applicable) 7/ Service Change Rules 14

14 A. Service information 1/ Service description 6 CBAG ISSUANCE ON EMD-A 2/ Service policy Same as ABAG, please refer to ABAG B. detailed EMD flow 1/ Initial PNR 2/ Booking SSR CBAG for the 3 th additional piece on top off the base allowance, You can book only one CBAG per PAX per segment Cryptic entry: SSR CBAG Free flow text is not applicablespecific formatting is not applicable 3/ Pricing 4/ Issuance 5/ EMD display (EWD) 6/ Other Airline s specificities (if applicable) 7/ Service Change Rules 15

15 7 DOWLOAD REGIONAL DAILY PRESS A Service description and puspose 1/ Service description The dowload regional daily press services are ancillary services which are non-refundable but exchangeable. The A5 Pricing scheme expressed in bilateral service codes DPQR is filed in ATPCO. The booking method to book this ancillary is an SSR for the request of the service. DPQR MAXI FLEX W A Y S FLYING BLUE X BASIC PLUS B D M U P H J GRATUIT 5 5 BASIC K L Q T E N R 5 TYPO ZZ K L Q T E CD+PF K L Q T E N 5 PROMO V 5 2/ Service policy The DPQR services are: Exchangeable Using the SSR booking method (SSR DPQR) 16

16 B Detailed EMD flow 1/ Initial PNR Name field From To Fare quote ET 2/ Booking Name field From To Fare quote ET Payment ET Issuance of the ET -Booking of the ancillary SSR DPQR You can book only one DPQR per PAX per segment Cryptic entry: SSR DPQR Free flow text is not applicable Specific formatting is not applicable 17

17 3/ Pricing Use automatic transaction Note: these prices are subject to possible change. This an example of a FXG output 4/ Issuance Issue the EMDA in an open status Do Issuance of the services: Combinated issuance for E-Ticket and services is possible: FA element created 5/ EMD display 18

18 6/ Other Airline s specificities (if applicable) NOTE: This manual s starting point is auto-pricing of DPQR services for A5 flights based on ATPCO filed DPQR fares. In case of a A5 Flight with another airline E-Ticket, please dial the local AF call center. 7/Service change rules Case E-ticket & Change Procedure / consequences EMD-A 1. Flight rebooked to another date / flight nbr changes Try to revalidate and if not, than reissue. Your SSR will be cancelled. Therefor a new SSR should be inserted. The EMD should be linked to the new SSR element. 2. Ticket is voided -> EMD needs to be voided Ticket is refunded. EMD needs to be refunded. 3. Passenger changes his mind and rebooks ticket in a lower class 4. Passenger is re-routed voluntary -> Journey is changed, so EMD can not be used for new rtng A Travel Agent can not link the EMD to the SSR. The travel agent has to call upon AF Trade support to support him in this. VOID has no consequence, it doesn t appear on the Sales report and HOTfile No effect on the baggage tariff and the Baggage EMDA needs to be refunded and issue new An EMD-A should always be re-issued if the routing changes (even if the price is identical as original routing). The baggage EMD-A is filed as exchangeable to allow this. Your SSR will be cancelled as a consequence. The Travel Agent needs to re-issue the Ticket and the EMD. 5. Re-routed voluntary Identical to item 4 -> Journey is changed, so EMD can not be used for new rtng 6. Any involuntary flight cancellation. Passenger does DPQR is refundable in this case not travel 7. Involuntary re-booking to A5 flight A5 take care of the re-booking. ET and EMD need to be re-issued. 19

19 8 E-TICKET - REVALIDATION PNR Date change PNR 20

20 Repair 21

21 9 VOIDING / REFUND /EXCHANGE OF E-TICKET THAT HAS ASSOCIATED EMD-A Service: Baggage (ABA) or ( DPQR) In case of an error made by the agent and before Sales reporting moment - VOID PNR VOID TKT / EMD PNR Do the void transaction 22

22 REFUND In case of an error made by the agent AFTER Sales reporting moment - Refund via BSP Link (procedure) Change of DATE In case of a change of date - Exchange Procedure execution (Travel Agent should refer to the Trade Support of AF to reassociate the EMDA to the E-ticket) EXCHANGE OF E-TICKET THAT HAS ASSOCIATED EMD-A Re-association of the EMDA to the ET - Exchange today so re-issue the ET and if possible to re-associate the EMDA to the ET the Travel Agent should call Trade Support AF to assist in this). 23

23 In case of an E-Ticket reissuance, irrespective if A5 E-ticket, there is a disassociation. In case the routing and carrier stays the same, there is no need to create a new EMDA. As long as the routing on the EMDA equals the routing on the ET, an EMDA can be re-associated thanks to an update of the In Connection With box, in which the new E-Ticket number will appear via the Re-assocation entry. In case the routing on the EMDA changes, then the EMDA should be re-issued. 24

24 10 LIST OF EMD ENTRIES EMD QUICK REFERENCE GUIDE TSM type P updates entries TMX TMF TTM EWD TRF TRFU TRFP TRFIG TRDC EMR Delete TSM-P Remove change flag EMD issuance EMD display EMD refund EMD refund update Refund validation Cancellation of refund process Cancellation, voiding 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. 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. Issuance TTM 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 This option validates the PNR in order to prepare the EMD issuance. TTM/EPR-EML-marc.smith@gmail.com/P1 Request the sending of the Passenger Receipt of passenger1 to the specified addresses additionally to the EMD issuance TTM/EPR-EMLA/P2 Request the Sending of the Passenger Receipt of passenger 2 to the addresses specified in the APE PNR elements additionally to the EMD issuance 25

25 EMD display EWD/EMD EMD display of ticket number EWD/L7 Display EMD from PNR by line number EWDRT Re-display EMD refund TRF/L07 TRF/i-27 TRF /EMD TRFU/U TRFU/FP1CASH TRFP TRFP TRFIG EMD Refund from a retrieved PNR EMD Refund from a Sales Report EMD refund from an EMD number Update EMD Refund amount used Update EMD Refund Form of payment EMD refund panel: Validation Update EMD Refund amount 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 Cancellation by document number EMD reprint on request EMR/P1,3 Selects passengers 1 and 3 EMR/L7 Line selection EMR/EPR-EML-marc.smith@gmail.com sending to address EMR/EPR-EMLA sending by referencing APE EMR/EMD Reprint of EMD number