Amadeus Ancillary Services

User Guide Amadeus Ancillary Services

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 EMD Quick Reference Guide... 27 Error Messages... 30 Frequently Asked Questions... 32 Airline Information... Error! Bookmark not defined. Air France... Error! Bookmark not defined. KLM... Error! Bookmark not defined. Finnair... Error! Bookmark not defined. Finnair Change Rules for Prepaid Baggage... Error! Bookmark not defined. Finnair Change Rules for Chargeable Seats... Error! Bookmark not defined. Document control Document Release Information Release number Date updated Updated by Details of update Page 2 of 33

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. Page 3 of 33

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. Page 4 of 33

Example --- 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 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. Page 5 of 33

Differences between Associated (EMD-A) and Standalone EMD (EMD-S)? 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 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). 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, 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? A 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. Page 6 of 33

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 & HELOUL, 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 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 Page 7 of 33

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. Page 8 of 33

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 Page 9 of 33

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 FXK/P3 FXK/S2 FXK/P3/S2 Display Catalogue for entire PNR Display Catalogue by passenger number Display Catalogue by segment number Display Catalogue by passenger and segment number Example Ancillary Service Catalogue Display Explanation of Catalogue Display FXK PASSENGER Repeat of entry 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+ Page 10 of 33

PR FROM-TO RFC OC SRV PTC BKM Service provider code column with the two-character code of the airline providing the service. 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. 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 sub code column with the three-character Reason-for-Issuance Sub Code (RFISC) as defined by the airline providing the service. Service code column with the four-character service code of the chargeable service. 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. 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) TOTAL Currency Code 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 Page 11 of 33

Ancillary Services Pricing Options FXG FXH Confirmed pricing for all passengers and services 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 FXG/P3 FXG/L3 FXG/S3 FXG/INF FXG/R,FC-USD FXG/C-VGML FXG/C-SIT FXG/RCH,*PTC FXG/RCH FXG/R,LON FXG/SCD FXG/SPD FXG/BT-3 FXG/NT FXG/R,25MAR12 FXG/IR Confirmed pricing for all services (including already priced services) Confirmed pricing by passenger number Confirmed pricing by service element selection by PNR line number Confirmed pricing by PNR air segment selection Confirmed pricing with infant name generated in TSM-P Confirmed pricing using currency of sale override Confirmed pricing by specific SSR code selection Confirmed pricing for Seat selections only Confirmed pricing forcing PTC (Passenger Type Code) Confirmed pricing override PTC (Passenger Type Code) Confirmed pricing by Point of Sale override Confirmed pricing by Service Commercial Description Confirmed pricing by Service Pricing Description Confirmed pricing by Journey Turnaround Point override Confirmed pricing with No Journey Turnaround Point override Confirmed pricing by Pricing Date Override 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. Page 12 of 33

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. The / before the SSR element indicates that the service is chargeable and that pricing is required. Page 13 of 33

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 TMI/ALL/FP-NONREF AGT TMI/M1/FP-NONREF AGT Insert payment (where the PNR only contains 1 TSM-P) Insert payment for multiple TSM-Ps 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 TTM/RT Issue E-ticket & EMD/VMCO simultaneously and keep booking active 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 Page 14 of 33

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 Page 15 of 33

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. Note: Please make sure any bookings which contain frequent flyer details are ended and retrieved before selecting seats. This is to ensure that any status associated to the passenger s frequent flyer membership can be reflected in 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. Page 16 of 33

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 TTM/RT Issue E-ticket & EMD/VMCO simultaneously and keep booking active Issue EMD/VMCO (if service is added after ticket issue) 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 Page 17 of 33

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 SRXBAGNN2-PREPAID/P1 Request 1 extra bag 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 more pricing options) Page 18 of 33

Step 3 Payment Enter the form of payment into the resulting TSM-P (Transitional Stored Miscellaneous Pricing Record). TMI/FP-NONREF AGT TMI/ALL/FP-NONREF AGT TMI/M1/FP-NONREF AGT Insert payment (where the PNR only contains 1 TSM-P) Insert payment for multiple TSM-Ps 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 TTM/RT booking active Issue E-ticket & EMD/VMCO simultaneously and keep booking active Issue EMD/VMCO (if service is added after ticket issue) and keep 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 Page 19 of 33

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 more pricing options) Page 20 of 33

Step 3 Payment Enter the form of payment into the resulting TSM-P (Transitional Stored Miscellaneous Pricing Record). TMI/FP-NONREF AGT TMI/ALL/FP-NONREF AGT TMI/M1/FP-NONREF AGT Insert payment (where the PNR only contains 1 TSM-P) Insert payment for multiple TSM-Ps 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 TTM/RT Issue E-ticket & EMD/VMCO simultaneously and keep booking active I Issue EMD/VMCO (if service is added after ticket issue) and keep 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 Page 21 of 33

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 Page 22 of 33

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. Page 23 of 33

EMD-A The issued EMD also associates the relevant EMD coupon number to the appropriate e-ticket coupon number again ignoring the ARNK segment. 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 Any associated EMD numbers are displayed in the e-ticket record. Page 24 of 33

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. No new SSR needs to be created 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 would need to be paid for and issued in these circumstances. Page 25 of 33

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 Airline. Page 26 of 33

EMD Quick Reference Guide TSM type P updates entries TMX TMF TMH TTM EWD EWH TRF TRFU TRFP TRFIG TRDC EMR Delete TSM-P Remove change flag Display history EMD issuance EMD display EMD history 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. 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 Page 27 of 33

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/EPR-EML-marc.smith@gmail.com/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 EWH History display History display after EWD Page 28 of 33

EMD refund TRF/L07 TRF/i-27 TRF105-2456897321/EMD TRFU/U500.00 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 TRDC/27 TRDC/TK-8236300064 Cancellation of an EMD referred to in line 7 of the retrieved PNR Cancellation of item 27 of the Sales Report 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 Email sending to e-mail address EMR/EPR-EMLA Email sending by referencing APE EMR/EMD105-1234567890 Reprint of EMD number 105 1234567890 Page 29 of 33

Error Messages ACCESS DENIED CT RJT: EMD AND ET COUPON OPERATING CARRIER DO NOT MATCH DOCUMENT NOT AVAILABLE FOR REFUND REQUEST Your office is not authorized to make this entry You are trying to issue EMD for segment that is operated by another carrier. At the moment it is possible to issue EMD-A only for AY operated flights. 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 ENTRY NOT ALLOWED IN NHP CONDITIONS INVALID AGE INVALID CONTEXTLESS REQUEST INVALID WEIGHT ITINERARY PARTIALLY PRICED OR TICKETED - USE SERVICE SELECTION ITINERARY PRICING REQUIRED BEFORE SERVICE PRICING MULTIPLE SERVICE ASSOCIATED TO SAME FLIGHT MULTIPLE TST/ETKT - REPRICE BY TST/ETKT NEED SERVICE ELEMENT SELECTION NO VALID PRICING SOLUTION FOUND The origin and destination of the EMD coupons and the e-ticket coupons must be the same. A pricing request or a request to display a catalogue of eligible chargeable ancillary services cannot be made in a nonhomogenous PNR. 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 The pricing request you have made for the seat does not contain all the mandatory parameters. Check the format and price again. The weight that you entered in the SSR element in order to price the service does not correspond to an expected weight. 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. You must price the itinerary before you can price the chargeable services or request a catalogue of ancillary services. When the origin and destination option is used, you can only include one type of ancillary service in the pricing request 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. You must enter the PNR line numbers of the ancillary service elements in your entry when you use the origin and destination pricing option. No eligible chargeable ancillary services have been found by the system when using the FXK display catalogue entry. Page 30 of 33

PREVIOUS TSM EXISTS- SERVICE OVERLAP PRICING RESTRICTED - NON- CHARGEABLE SERVICES FOUND SERVICE ALREADY PRICED SERVICE NOT CHARGEABLE UNABLE TO PROCESS SERVICE PRICING - ETKT TIME OUT UNABLE TO PROCESS SERVICE PRICING - NO ETKT FOUND UNABLE TO PROCESS SERVICE PRICING - SECURED ETKT RECORD(S) UNCONFIRMED SERVICE REQUEST UNMATCHED TICKET WARNING PERVIOUS TSM EXISTS 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. If you price several services at the same time and at least one of these services is a nonchargeable 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. 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. 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. 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. The system cannot find the e-ticket number to retrieve the information that is needed to price the chargeable service. Try again. 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. When EMD is created from SSR element, the status of SSR must be HK before EMD issuance is possible. The origin and destination of the flights, the 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. 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. 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 Page 31 of 33

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? The system will automatically determine which document type to issue based on preferences set by the airline in Amadeus. Page 32 of 33

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