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Lesson: Total Time: Content: Question/answer: Divide PNR and Reduce Number in Party 45 minutes 30 minutes 15 minutes Lesson Description: This lesson is designed to teach you how to divide a PNR and how to reduce the number in party on a PNR. Author: Allison Best SME: Approved: This class requires creation of a PNR for presentation. It is recommended you create PNRs prior to the start of the class so they are available during the presentation. Since the PNR will be cancelled by the airline if no action is taken within 24 hours, it should be shortly before the class. Please use dates at least six months out so current operations are not disrupted. Also, please do not create MK or HK segments for this purpose. Remember to cancel all PNRs after class. 2003 Worldspan L.P. All Rights Reserved. 080101 1

Create a PNR for a party of three using the surname Carter (Jackson, Maryellen and Leslie). Book a round trip itinerary. Use the Carter PNR to demonstrate divide procedures. Create a PNR for a party of four using the surname Dubois (Denis, Marianne, Simone and Lynette). Book a round trip itinerary. Use the Dubois PNR to demonstrate reduce number in party procedures. Always cancel flights after class for all training PNRs!!! 080101 2

PowerPoint - 1 Welcome to Divide PNR and Reduce Number in Party PowerPoint - 2 Objectives At the end of this lesson, you will be able to Divide a PNR. Reduce the number in party for a PNR. Locate GRS references for Divide PNR and Reduce Number in Party. Explain when to divide and when to reduce the number in party. PowerPoint - 3 Agenda Review the guidelines for dividing a PNR Divide a PNR Review the guidelines for reducing the number in party for a PNR Reduce the number in party for a PNR 080101 3

PowerPoints 4 & 5 Divide PNR Steps to Divide 1. Divide the passenger(s) changing their itinerary: Divide name field 2 Divide name field 3 and name 2 from name field 4. (The divided PNR will display after initial divide entry) Examples D2 D3*4.2 2. Make the changes to the divided itinerary Modify itinerary 3. File the modified PNR F <ENTER> (Parent PNR will display after divided PNR is filed.) 4. End Transaction on parent PNR End Transaction on parent PNR (dial in users) E <ENTER> QEP A PNR should be divided only when one or more passengers need to change their reservation. A PNR should not be divided when a passenger is canceling from a multi-passenger PNR, or to use separate forms of payment. To divide a passenger from a PNR, use the four steps listed here. Step number two is crucial to the divide process. It is important to remember, divided records, with itineraries, which are not modified, may not be received as a separate record by the airline. A logical messaging sequence is mandatory for the airline to process the divide. Itinerary changes made to a divided record after it is filed and before it is acknowledged by the airline, may result in record mismatches. Always modify the itinerary prior to filing the new record. ER and IR are not allowed during a divide function. Use E to complete the divide. 080101 4

PowerPoint - 6 WE SPAN THE WORLD/ODBNPH 2BVW5N Parent PNR: M- 1.SPLIT RMK/23MAY/2042Z/AAGS/TGA@F9H/2BVW5N Divided PNR: M- 1.SPLIT PTY/23MAY/2042Z/AAGS/TGA@F9H/ODBNPH Worldspan responds to end transaction on a divide with record locators for both PNRs. A new record locator is assigned to the divided PNR, while the parent PNR retains the original locator. Split remarks are automatically generated in each PNR. Let s look at the guidelines for dividing a PNR. PowerPoints 7 & 8 Divide PNR Guidelines Do not change a name during a divide process; this will cause the PNR to reject. Allow time for the airline s system to process the divide and send back an acknowledgment or Direct Response before making any other changes to the PNR. Do not perform consecutive divides without verifying the airline received the previous divide messages. At any time prior to end transaction, the PNR may be returned to its original condition by ignoring the PNR (I). 080101 5

PowerPoint - 9 Divide PNR Guidelines The airline should not be contacted to perform the divide; all transactions should originate from the Worldspan system. The airline should be contacted if the itineraries do not match after a divide has been performed in Worldspan. It is necessary for the airline to modify their records to match the Worldspan PNR. Do not divide a prepaid PNR. Contact the airline if a divide is necessary. After the airline has acknowledged the divided record: Modify the passenger data items, if necessary. These items, such as phone items and client billing or delivery addresses may no longer apply. Special Service Request items (SSR) associated to the divided name(s) will automatically follow the appropriate name. SSR items for any cancelled flights should be re-requested with the new flight information. Rebook hotels or car accommodations, if necessary, for the divided passenger. The original hotel and car segments remain in the parent PNR. Re-price the newly divided PNR. The original ticket record remains with the parent PNR. Verify automated MCO data, if necessary. History remains with the parent PNR and begins for the new PNR with the divide. Any end transaction edits from the parent PNR carry over to the divided PNR. Let s perform a divide. 080101 6

Application Sharing 1. Retrieve the PNR for Jackson Carter and family. *-CARTER Sample PNR 1P- MDIJI9 1.3CARTER/JACKSON/MARYELLEN/LESLIE*3ADT 1 AA 668Y 15MAY WE ABQDCA HK3 730A 255P/O $ M SK E 2 AA 537Y 28MAY TU DCAABQ HK3 1051A 304P/O $ M SK E P- 1.PQ2 770 555-1234-T/WORLDSPAN TRAVEL/HEATHER T- 1.TAW/00/01AUG A-CM5*$C50.00 TKG FAX-AUTO PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 01AUG BY AGT-CG/PQ2 ADT ABQ AA WAS Q18.60 751.63AA ABQ Q18.60 751.63USD1540.46END AA ZPABQDFWDCADFW XF ABQ3DCA4.5 BF-1540.46 TX-135.04 TTL-1675.50 Y26 )> MaryEllen Carter has business in DC and is taking her husband and daughter along. MaryEllen is diabetic and you have requested diabetic meals for her on the flights. Let s assume she finds out she has to stay an extra day, but Jackson and Leslie have to return home. We need to divide MaryEllen out of the PNR and change her return flight. 2. Divide MaryEllen from this record. D1.2 080101 7

Sample PNR 1.1CARTER/MARYELLEN*ADT 1 AA 668Y 15MAY WE ABQDCA HK1 730A 255P/O $ M SK E 2 AA 537Y 28MAY TU DCAABQ HK1 1051A 304P/O $ M SK E P- 1.PQ2 770 555-1234-T/WORLDSPAN TRAVEL/HEATHER T- 1.TAW/00/01AUG A-CM5*$C50.00 TKG FAX-AUTO PRICED FARE TYPE EX FQ- )> 4PQ FARE QUOTED 01AUG BY AGT-CG/PQ2 ADT ABQ AA WAS Q18.60 751.63AA ABQ Q18.60 751.63USD1540.46END AA ZPABQDFWDCADFW XF ABQ3DCA4.5 BF-1540.46 TX-135.04 TTL-1675.50 Y26 TOTAL BF-4621.38 TX-405.12 TTL-5026.50 USD 3. Change the date for segment two to May 29. X2#0/29MAY Sample Itinerary 1 AA 668Y 15MAY WE ABQDCA HK1 730A 255P/O $ M SK E 2 AA 537Y 29MAY WE DCAABQ SS1 1051A 304P/O $ E > 4. File the new record. F Sample PNR RECORD FILED 1P- MDIJI9 1.2CARTER/JACKSON/LESLIE*2ADT 1 AA 668Y 15MAY WE ABQDCA HK2 730A 255P/O $ SK E 2 AA 537Y 28MAY TU DCAABQ HK2 1051A 304P/O $ SK E P- 1.PQ2 770 555-1234-T/WORLDSPAN TRAVEL/HEATHER T- 1.TAW/00/01AUG A-CM5*$C50.00 TKG FAX-AWAITING REPRICING FARE TYPE EX FQ- 4PQ FARE QUOTED 01AUG BY AGT-CG/PQ2 ADT ABQ AA WAS Q18.60 751.63AA ABQ Q18.60 751.63USD1540.46END AA ZPABQDFWDCADFW XF ABQ3DCA4.5 )> 080101 8

The response contains an advisory; the new record is filed. The parent PNR is redisplayed. Jackson and Leslie remain in the parent PNR. Remember, at this point you can still ignore the whole transaction and return the PNR to its original form with no changes. Let s go through with this divide! 5. End transaction on the parent PNR. E Sample PNR RECORD FILED 1P- MDIJI9 1.2CARTER/JACKSON/LESLIE*2ADT 1 AA 668Y 15MAY WE ABQDCA HK2 730A 255P/O $ SK E 2 AA 537Y 28MAY TU DCAABQ HK2 1051A 304P/O $ SK E P- 1.PQ2 770 555-1234-T/WORLDSPAN TRAVEL/HEATHER T- 1.TAW/00/01AUG A-CM5*$C50.00 TKG FAX-AWAITING REPRICING FARE TYPE EX FQ- 4PQ FARE QUOTED 01AUG BY AGT-CG/PQ2 ADT ABQ AA WAS Q18.60 751.63AA ABQ Q18.60 751.63USD1540.46END AA ZPABQDFWDCADFW XF ABQ3DCA4.5 )>E WE SPAN THE WORLD/MDIJI9 2DVREM > The response includes both record locators. Now we need to rerequest seats and services for MaryEllen s return. 6. Display MaryEllen s PNR and look at the GFAX and seats. *2DVREM 080101 9

*SG Sample GFAX G- 1.SSRSEATAAHK1ABQDCA0668Y15MAY RS 09-B CARTER/MARYELLEN 2.SSRDBMLAAKK1ABQDCA0668Y15MAY-CARTER/MARYELLEN 3.SSRDBMLAAKK1DCAABQ0537Y28MAY-CARTER/MARYELLEN > The cancelled flight for MaryEllen on the 28 th no longer shows a seat item, so a seat must be re-requested for the 29 th. The special service request for diabetic meal must be re-requested for the correct flight also. 7. Re-request a seat for the return flight. 4RS2 Sample GFAX G- 1.SSRSEATAAHK1ABQDCA0668Y15MAY RS 09-B CARTER/MARYELLEN 2.SSRDBMLAAKK1ABQDCA0668Y15MAY-CARTER/MARYELLEN 3.SSRDBMLAAKK1DCAABQ0537Y28MAY-CARTER/MARYELLEN >4RS2 CONFIRM RSVD SEAT/NOT BRDG PASS/SEAT OK UP TO 30 MIN BEFORE FLT 10-F CARTER/MARYELLEN ** REMEMBER TO ET ** > 8. Change GFAX item 3 to show the correct flight. Sample GFAX 33@ * 3S2DBML - ALL OK > 33@ 3S2DBML 9. End the record and recheck the seat and SSR items. ER *SG 080101 10

Sample GFAX G- 1.SSRSEATAAHK1ABQDCA0668Y15MAY RS 09-B CARTER/MARYELLEN 2.SSRDBMLAAKK1ABQDCA0668Y15MAY-CARTER/MARYELLEN 3.SSRSEATAAHK1DCAABQ0537Y29MAY RS 10-F CARTER/MARYELLEN 4.SSRDBMLAANN1DCAABQ0537Y29MAY-CARTER/MARYELLEN > MaryEllen s ready to go! If you were changing a hotel room, you could change the hotel segment on the parent PNR to keep the room an extra day. Now let s talk about reducing number in party. PowerPoints 10 & 11 Steps to Reduce Number in Party 1. Cancel seats for non-interactive airline seat participants if applicable. 2. AIR -Specify new number in party. Example to reduce number to 2 passengers, for all segments. MANUAL AUXILIARY Specify new quantity of services number. Example to reduce bookings held to one ($1), for auxiliary segment two (N2). Examples 4RXO $2 $1N2 3. Delete name(s) of passengers canceling. Example to delete name field 2. -2@ 4. End transaction E -or- ER 080101 11

A PNR is reduced when one or more, but not all, passengers on a PNR are canceling. The reduce function reduces the number of seats being held on all flight segments to a specified number of seats. Manual auxiliary segments, such as MK or travel segments, can also be reduced. The reduce function does not apply to automated auxiliary segments booked through the system. To reduce the number in party for air or manual auxiliary segments, use the four steps listed here. It is important to remember, the reduce function for manual auxiliary segments may involve rooms, cars or tour packages, and not passengers. No messages are sent with this function. Space should be cancelled directly with the auxiliary service provider. PowerPoint - 12 PTY NOW 1 STARTING AT 1 NO ACT ON AUX As mentioned, automated auxiliary services, such as car or hotel reservations made through Worldspan, are not eligible to be reduced. This sample response is received when an entry to reduce number in party is made on a PNR, which contains an automated auxiliary segment: This response advises no action was taken on the automated auxiliary segment. Let s go over the guidelines for reducing the number in party. 080101 12

PowerPoint - 13 Reduce PNR Guidelines A PNR should be reduced when one or more passengers wish to completely cancel their reservations. The ignore function can be performed at any time prior to end transaction and the PNR returns to its original status. Seat assignments for all non-interactive seat participants must be cancelled prior to reducing the number in party. The basic entry to cancel only non-interactive seat assignments is 4RXO. PowerPoint - 14 Reduce PNR Guidelines Reduce the number in the party prior to removing the name(s) of the passenger(s) not traveling. Reducing a manual auxiliary segment does not generate a message to the service provider. Do not change existing flight segments during the reduce function. Changes should be made following end transaction after the number in party has been reduced. After the party has been reduced and end transaction has occurred, modify passenger data items such as phone field, or client billing and delivery addresses, if necessary. Special Service Request (SSR) items, other than seats, which are associated to the deleted passenger name, will automatically be cancelled and go to PNR history at end transaction. 080101 13

SSR seat items for interactive seat participants are automatically removed from the PNR for the name field(s) reduced at end transaction. It is not necessary to cancel seat assignments for these carriers prior to reducing the number in party. For a list of interactive seat participants, see INFO INTERACTIVE. For more details regarding Reduce Number in Party, see INFO REDUCEG, and INFO $. Let s practice reducing the number in party on a PNR. Application Sharing 1. Retrieve the PNR for Dubois. *-DUBOIS Sample PNR 1P- 2G97FJ 1.4DUBOIS/DENIS/MARIANNE/SIMONE/LYNETTE*4ADT 1 UA1563W 15OCT MO MSYDEN HK4 625A 808A/O $ SK E 2 UA1990W 27OCT SA DENMSY HK4 330P 655P/O $ SK E P- 1.PQ2 770 555-1234-T/WORLDSPAN TRAVEL/PHILIP T- 1.TAW/00/01AUG A-CM5*$C50.00 TKG FAX-AUTO PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 01AUG BY AGT-CG/PQ2 ADT MSY UA DEN 92.10UA MSY 92.09USD184.19END UA ZPMSYDEN )> XF MSY3DEN4.5 BF-184.19 TX-26.81 TTL-211.00 WE14ONQ4 Lynette Dubois has decided not to go with the family on this trip. Let s cancel her off the PNR. 080101 14

Verbal Questions Q. What s the first step? A. Cancel non-interactive seats. Q. How do I know United Airlines is a non-interactive seat participant? A. For non-interactive seat participants, the seat assignments come back after end transaction. Also you can check INFO INTERACTIVE. 2. Access INFO INTERACTIVE. Go to line 14. INFO INTERACTIVE G/L14 014 AIRLINES HELP REFERENCE INFO REFERENCE 015 -------- -------------- -------------- 016 ALL NIPPON AIRWAYS >HELP NH0 SEAT( >INFO NH0 SEAT( 017 AMERICAN AIRLINES >HELP AA0 SEAT( >INFO AA0 SEAT( 018 CHINA AIRLINES >HELP CI0 SEAT( >INFO CI0 SEAT( 019 CATHAY PACIFIC >HELP CX0 SEAT( >INFO CX0 SEAT( 020 DELTA AIR LINES >HELP DL0 SEAT( >INFO DL0 SEAT( 021 DRAGON AIR >HELP KA0 SEAT( >INFO KA0 SEAT( 022 KLM AIRLINES >HELP KL0 SEAT( >INFO KL0 SEAT( 023 NATIONAL AIRLINES >HELP N70 SEAT( >INFO N70 SEAT( 024 NORTHWEST AIRLINES >HELP NW0 SEAT( >INFO NW0 SEAT( 025 SINGAPORE AIRLINES >HELP SQ0 SEAT( >INFO SQ0 SEAT( 026 TRANS WORLD AIRLINES >HELP TW0 SEAT( >INFO TW0 SEAT( 027 028 **ADDITIONAL REFERENCES**)> Worldspan host carriers, several Asian carriers, and American Airlines are all interactive and return seat numbers (SK) prior to end transaction when you request seats. When you reduce the number in 080101 15

party for an interactive seat participant, the seat is canceled for the name field you remove as well. Also, any special service request attached to the name. This is not the case with non-interactive seat participants such as United Airlines. Verbal Questions Q. What is the entry to cancel non-interactive seats? A. 4RXO 3. Cancel the non-interactive seat assignments in the PNR. 4RXO Sample PNR 1P- 2G97FJ 1.4DUBOIS/DENIS/MARIANNE/SIMONE/LYNETTE*4ADT 1 UA1563W 15OCT MO MSYDEN HK4 625A 808A/O $ SK E 2 UA1990W 27OCT SA DENMSY HK4 330P 655P/O $ SK E P- 1.PQ2 770 555-1234-T/WORLDSPAN TRAVEL/PHILIP T- 1.TAW/00/01AUG A-CM5*$C50.00 TKG FAX-AUTO PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 01AUG BY AGT-CG/PQ2 ADT MSY UA DEN 92.10UA MSY 92.09USD184.19END UA ZPMSYDEN XF MSY3DEN4.5 BF-184.19 TX-26.81 TTL-211.00 WE14ONQ4 )>4RXO SEATS/BPS CANCELLED > 080101 16

Verbal Questions Q. What s the next step? A. Reduce the number in party to 3. ($3) 4. Reduce the number in party to three for this PNR. $3 Sample PNR 1P- 2G97FJ 1.4DUBOIS/DENIS/MARIANNE/SIMONE/LYNETTE*4ADT 1 UA1563W 15OCT MO MSYDEN HK4 625A 808A/O $ SK E 2 UA1990W 27OCT SA DENMSY HK4 330P 655P/O $ SK E P- 1.PQ2 770 555-1234-T/WORLDSPAN TRAVEL/PHILIP T- 1.TAW/00/01AUG A-CM5*$C50.00 TKG FAX-AUTO PRICED FARE TYPE EX FQ- 4PQ FARE QUOTED 01AUG BY AGT-CG/PQ2 ADT MSY UA DEN 92.10UA MSY 92.09USD184.19END UA ZPMSYDEN XF MSY3DEN4.5 BF-184.19 TX-26.81 TTL-211.00 WE14ONQ4 PTY NOW 3 STARTING AT 1 > The response states the party is now 3. Let s cancel Lynette. 5. Cancel name field 1.4. -1@.4-1@.4 * > 080101 17

The asterisk indicates the entry has been accepted. Verbal Questions Q. Can we ignore this and return the PNR to its original status? A. Yes. Let s end and redisplay the PNR and see how it looks. 6. End and redisplay the PNR. ER Sample PNR 1P- 2G97FJ 1.3DUBOIS/DENIS/MARIANNE/SIMONE*3ADT 1 UA1563W 15OCT MO MSYDEN HK3 625A 808A/O $ E 2 UA1990W 27OCT SA DENMSY HK3 330P 655P/O $ E P- 1.PQ2 770 555-1234-T/WORLDSPAN TRAVEL/PHILIP T- 1.TAW/00/01AUG A-CM5*$C50.00 TKG FAX-AWAITING REPRICING FARE TYPE EX FQ- 4PQ FARE QUOTED 01AUG BY AGT-CG/PQ2 ADT MSY UA DEN 92.10UA MSY 92.09USD184.19END UA ZPMSYDEN )> XF MSY3DEN4.5 BF-184.19 TX-26.81 TTL-211.00 WE14ONQ4 080101 18

Lynette is now cancelled from the PNR and we are holding 3 seats. That was easy, but what happens when you reduce the number in party on a ticketed PNR? Ticketed PNRs retain the ticketing history for passengers who are reduced from the party. Tickets for cancelled passengers should be refunded, voided or held for future exchange as usual. Electronic ticket records (ETR) are not changed when a PNR is reduced, however electronic ticket acknowledgments (ETA) are removed from suppressed items and placed in PNR history. E-tickets for cancelled passengers should be handled as usual. Now let s review what we ve learned in this lesson. PowerPoint - 15 Summary Divide PNR is designed for multi-passenger records on which one or more passengers need to change their itinerary. Always change the itinerary for newly divided passengers prior to filing the divided PNR. Reduce number in party is designed for multi-passenger records on which one or more passengers are canceling their trip. Always cancel seat assignments for non-interactive airline seat participants (4RXO) prior to reducing a PNR. 080101 19

PowerPoint - 16 Questions Question/Answer 1. To complete a divide, use ER after the divided record has been filed. True or False? Answer: ET. False. ER and IR are not allowed during a divide. Use E or 2. Following a Divide, you must add split party remarks to the PNR. True or False? Answer: False. Split party remarks are automatically added 3. The reduce function is applicable to manual auxiliary segments but does not apply to automated auxiliary segments. True or False? Answer: reduced. True. Automated hotel and car segments cannot be 4. Which of the following statements is not true when reducing a PNR? a. Only seats assigned for non-interactive seat participants must be canceled prior to the reduce function. b. Reducing a manual auxiliary segment generates a message to the service provider. c. The ignore function can be performed at any time prior to end transaction. d. SSR items associated to the deleted passenger are automatically canceled at end transaction. 080101 20

Answer: b. No message is generated when reducing a manual auxiliary segment. 5. Which of the following entries cancels only non-interactive seats in a PNR? a. 4RX b. 4RXO c. 4RA d. 4R@ Answer: b. 6. Which of the following actions is applicable to a multi-passenger PNR in which one passenger is canceling their trip? a. Divide the passenger from the PNR. b. Reduce the number in party by one passenger. c. Cancel the PNR and start over. d. None of the above. Answer: b. Use the reduce number in party function when passengers completely cancel from a multi-passenger record. 7. Which of the following actions is applicable when one passenger wants to change their itinerary on a multi-passenger PNR? a. Divide the passenger from the PNR. b. Reduce the number in party by one passenger. c. Cancel the PNR and start over. d. None of the above. Answer: a. Divide a passenger from the PNR when they want to change their itinerary, but the other passengers are not changing. 080101 21

PowerPoint - 17 Related Topics Self-study tutorials: Basic PNR Virtual e-learning: PNR Remarks PNR Display and Bridge/Branch Agency PowerPoint - 18 Thank You PowerPoint - 19 Evaluation 080101 22