Training Catalogue for Airlines Amadeus Customer Services V1.3 amadeus.com
Amadeus Customer Services Training Catalogue for Airlines V1.3 This catalogue lists the training courses offered by Amadesu Learning Services to Need more information? Visit Amadeus Learning Centre for further course details (including schedules) and to enrol: https://crm.amadeus.com/learningcenter Localisation Training documents and e-learning can be translated into your own language. For further details, please send an email to: localization.services@amadeus.com Any questions? If you have questions concerning the courses in this catalogue please send an email to: 2
Global Learning Services Training Catalogue for Airlines V1.2 Table of contents Classroom / e-learning / Virtual Certification Amadeus Altéa Administration Customer Management Departure Plan Template and Departure Controller...6 Business Rules...7 Flight Management Departure Plan Template and Departure Controller...8 Business Rules and Departure Plan Simulation...9 Document Management For Departure Control...10 For Amadeus Altéa Reservation Desktop...11 Security Management Security Management e-learning...12 Security Management Certification...13 ACE and Security Management for Amadeus Altéa Reservation Desktop...14 Other Inventory - DCS Links...15 Messaging Server...16 ACE and Web Config...17 ACE and Web Config with Printing and Reading...18 Process Customer Value for Customer Management...19 Process Customer Value for Inventory...20 Amadeus Altéa Flight Management Flight Management Overview...21 Flight Management Familiarisation...22 Flight Management Certification...23 Flight Management Weight Engineer Familiarisation...24 Altéa Aircraft Engineering and Business Database...25 Operational Flight Data Management...26 3
Global Learning Services Training Catalogue for Airlines V1.2 Table of contents Classroom / e-learning / Virtual Certification Amadeus Altéa Customer Management Customer Management e-learning...27 Customer Management Overview...28 Customer Management Certification...29 Amadeus Altéa Inventory Inventory Overview...30 Inventory Certification...31 Code Share Overview...32 Code Share Certification...33 Revenue Management System - Segment Based...34 Revenue Availability with Active Valuation...35 Origin and Destination Module using Bid Price Vectors...36 Amadeus Altéa Departure Control for Ground Handlers Administration for Ground Handlers...37 Customer Management for Ground Handlers...38 Flight Management for Ground Handlers...39 Amadeus Help Desk Help Desk for Airlines...40 Amadeus Customer Service Point (ACSP)...41 Amadeus Mid and Back Office Amadeus Interface Record for Back Office...42 Amadeus System Database Automated Ticketing Limits...43 Availability Management...44 Carrier Preferred Display Management...45 FareXpert Dynamic Fares...46 FareXpert Negotiated Fares...47 Negotiated Space...48 Passenger Name Manager / Amadeus Name Change Controller...49 4
Global Learning Services Training Catalogue for Airlines V1.2 Table of contents Classroom / e-learning / Virtual Certification Amadeus Reservation and Ticketing Reservation and Ticketing Cryptic Overview...50 Reservation and Ticketing Cryptic Certification...51 Reservation and Ticketing Web Overview...52 Reservation and Ticketing Web Certification...53 Amadeus Service Fee Manager...54 Amadeus Information Pages...55 Reservation for Airlines (Cryptic)...56 Amadeus Air (Cryptic)...57 PNR Mandatory Elements (Cryptic)...58 PNR Optional Elements (Cryptic)...59 PNR Modification and History (Cryptic)...60 Fares and Pricing (Cryptic)...61 Ancillary Services (Cryptic)...62 Ticketing for Airlines (Cryptic)...63 Issuing Tickets and Other Documents (Cryptic)...64 Ticketing Follow-up Entries (Cryptic)...65 Electronic Miscellanous Documents (EMD) - Basic...66 Electronic Miscellanous Documents (EMD) - Intermediate...67 Electronic Miscellanous Documents (EMD) - Airline Specific...68 Amadeus Ticket Changer (Cryptic)...69 Amadeus Service Changer for Airlines...71 Refunding an e-ticket (Cryptic)...70 Ticketing Sales Reports (Cryptic)...72 e-commerce Amadeus e-retail Engine for New Users...73 Amadeus Flex Pricer...74 5
Amadeus Altéa DC-CM Departure Plan Template and Departure Controller This course describes how to automate Departure Control by programming activities at pre-determined times before and after departure of an aircraft (for example the issuing of post-departure messages). During this course you will learn how to: _ Create, delete and modify a template _ Set activities and dependencies _ View and update the Departure Plan for a specific flight in the Customer Management user interface Identifying the market template levels _Creating _ templates _Modifying _ templates Adding and deleting activities Ignoring and replacing activities _Deleting _ templates _Adding _ dependencies Complementary courses This course is often taken with: Altéa DC-CM Business Rules Amadeus Process Customer Value for Customer Management This course is for airline staff responsible for setting up Customer Management, and airline trainers. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to be familiar with the Customer Management application by taking at least one of these courses: Altéa DC-CM Overview Altéa DC-CM Certification Advanced 1 day 6
Amadeus Altéa Departure Control Customer Management Business Rules This Altéa DC-CM Business Rules course describes business rules that define the behaviour of Altéa Departure Control - Customer Management. During this course you will learn how to: _ Create and maintain markets within Market Management _ Create and maintain Flight Groups within the Altéa Administration user interface _ Identify the impact business rules have on the behaviour of Customer Management _Market _ management _Flight _ groups Understanding the weighting concept Advanced passenger information service rules Customer acceptance rules Baggage acceptance rules Boarding pass and baggage tag printing rules _Transfer _ rules Onload / Regrade rules Flight information rules Complementary courses This course is often taken with: Altéa DC-CM Departure Plan Template and Departure Controller Amadeus Process Customer Value for Customer Management This course is for airline staff and trainers responsible for setting up the Customer Management Business Rules. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants need to be familiar with: The Altéa DC-CM application by taking at least one of these courses: Altéa DC-CM Overview Altéa DC-CM Certification Customer Management Departure Plan activities Airline business procedures Advanced 3 days 7
Amadeus Altéa DC-FM Departure Plan Template and Departure Controller This course describes how to automate Departure Control by programming activities in Flight Management at pre-determined times before and after departure of an aircraft. During this course you will learn how to: _ Access and navigate within the Altéa Administration user interface _ Work with the Departure Plan Management application to: - Create and maintain template levels and activities - Delete and modify a template containing a specific set of activities _ Search and view and update the Departure Plan for a specific flight in the Flight Management application Managing the Departure Plan Template Creating, modifying and deleting templates Understanding the impact of the Departure Plan Template on the Flight Management application Complementary course This course is often taken with: Altéa DC-FM Business Rules and Departure Plan Simulation This course is for airline staff responsible for setting up the Flight Management activities. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants need to be familiar with: The Flight Management application Load control activities Airline business procedures Advanced 1 day 8
Amadeus Altéa DC-FM Business Rules and Departure Plan Simulation This Business Rules and Departure Plan Simulation for Flight Management course describes business rules that define the system behaviour of Flight Management. During this course you will learn about the weighting concept and to: _ Understand and create mandatory business rules _ Create and maintain markets within Markets Management _ Identify the impact that business rules have on the behaviour of Flight Management (FM) _Market _ Management Flight Group Management _Rule _ Creation _Rule _ Management Administration Business Rules Engineering Business Rules Departure Plan Simulation Complementary course This course is often taken with: Altéa Departure Plan Template and Departure Controller This course is for airline staff responsible for setting up the Flight Management Business Rules. Participants must be familiar with: The Flight Management application Flight Management Departure Plan activities Load control activities Airline business procedures Advanced 2 days 9
Amadeus Altéa Document Management for Departure Control This Altéa Document Management course explains how to manage all Reservation and Departure Control documents and devices through a common and centralised administration interface. During this course you will learn how to: _ Administrate and register a network of devices using the Device Administration application _ Associate document formats to specific physical locations using the Printing Management application Distinguishing between the two methods of Device Registration (auto and fixed) Completing the fixed-registration process step-by-step Completing the auto-registration process step-by-step Identifying available format associations for a specific carrier Adding and update new format associations for a specific location Investigating devices through the Queue application This course is designed for airline administrators who are responsible for the set-up of printers within their organisation. Participants are required to be familiar with the printing and information reading devices required for an airline airport operation or ticketing office, and respective parameters. Intermediate 1 day 10
Amadeus Altéa Document Management for Amadeus Altéa Reservation Desktop This course explains how to manage Reservation printing devices within Amadeus Reservation Desktop Web (ARD Web) and Amadeus Reservation Desktop Essential (ARD Essential). During this course you will learn to: _ Identify the roles of the Altéa Administration Device Configuration and Printing Management applications _ List the 4 main applications supporting Amadeus Document Management for ARD Web and ARD Essentials _ Log into and navigate within the Altéa Administration application _ Describe the use of locations and how to create a full location _ Complete the fixed registration process and the auto-registration process _ Manage print queues using the queue application _ Remove all of the definitions created during the session Identifying the printer types specific to Amadeus Reservation Desktop Describing the dependencies with Amadeus ACE, Security Management and the Amadeus Altéa Administration applications Distinguishing between the two methods of device registration (auto and fixed) Completing the fixed-registration process step-by-step Completing the auto-registration process step-by-step This course is designed for airline administrators who are responsible for setting up printers within their organisation. Participants are expected to: Have attended the course ACE and Amadeus Security Management for Amadeus Altéa Reservation Desktop Be familiar with printing devices required for an airline office and the respective parameters Intermediate 1 day 11
E-LEARNING Amadeus Security Management Learn how to perform user management tasks for Amadeus products with this short introductory and interactive course! This course consists of 3 short interactive videos that can be accessed individually at any time. Objectives By watching and listening to these videos, you will learn: What is Amadeus Security Management How to create user access How to remove user access This course is for security administrators in airlines, ground handling companies and travel agencies. None Basic 30 minutes Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 12
Amadeus Security Management Certification Amadeus Security Management provides authentication, access control and security administration across Amadeus products. This course describes the configuration of user access rights to allow users work in the primary Altéa applications on the Amadeus Airline Retailing Platform. During this course you will learn how to: _ Navigate through the Amadeus Security Management application _ Define the security setup for an airline through the role of the Altéa Airline Administrator _ Identify and apply the security elements to allow access to applications Reviewing the authentication and process flow Navigating within the LSS (HTML) application Identifying the role of the Airline Administrator Defining data within the different applications (NGI/NGD) Creating role, attaching permissions and the associated ACLs Allocating role to consumers according to their functions Deleting roles, offices and organisational units Defining partnerships between organisations This course is for airline Altéa Administrators. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to: Be familiar with airline business processes and task distribution Have practical knowledge of Altéa Inventory or an overview of Altéa Departure Control, or both Basic 3 days 13
ACE and Amadeus Security Management for Amadeus Altéa Reservation Desktop This course explains how to use Amadeus Centralised End User Maintenance (ACE) and Amadeus Security Management to create and maintain the security definitions for your organisation using Amadeus Reservation Desktop Web (ARD Web) and Amadeus Reservation Desktop Essential (ARD Essential). During this course you will learn to: _ Configure agency access to the Amadeus Reservation System in secured and controlled environments _ Create and maintain access to Amadeus applications in the Logon Security server for the organisation The security application used to control access to the Amadeus Reservation, Inventory, and Departure Control systems The End User Maintenance process Office ID and Office Profile configuration and maintenance Creating and maintaining organisations and users, and managing applications using the Amadeus Security Management tool This training course is for airline security administrators. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to have a basic knowledge of reservation procedures. Basic 4 days 14
Amadeus Altéa Inventory - DCS Links This course gives a global picture of the process flow between Altéa Administration, Inventory and Departure Control from flight creation to departure control. This training focuses on highlighting the links and interaction between _ Altéa Administration _ Altéa Inventory _ Altéa Departure Control - Customer Management _ Altéa Departure Control - Flight Management Review of the Inventory, Administration, and Departure Control architecture Seat map build reflecting Data Base Management (DBM) data and flight creation in Altéa Inventory Review of the relevant Inventory and Departure Control Business Rules Review the Departure Plan activities related to Departure Control Flight build in Customer Management and Flight Management Identify the data exchange between Departure Control, Inventory and the Passenger Name Record (PNR) Work with common flight disruption scenarios impacting Departure Control and the PNR This course will benefit airline administrators, functional analysts and testers who need to know how the different Altéa products link with each other. Participants are required to have a basic knowledge of Altéa Inventory or Altéa Customer Management or both as a foundation to follow the course content. Experience of Reservations would also be useful. Advanced 5 days consisting of: 2 days: seat map, business rules set up and flight creation 1 day: flight handling in DCS 2 days: disruptions 15
Amadeus Altéa Messaging Server This course describes the rules for the reception of messages in Altéa Inventory. During this course you will learn how to: _ Set up the messenger queuing process _ Manage subscriptions Administration user interface Messenger ownership and basic messenger options Messages publication process Category trees and rules _Subscriptions _ Message duration rules Delegation and partner functionalities _History _ This course is for Altéa Inventory Administrators or airline administrators. Participants are required to have: Knowledge of airline business processes, in particular message and task handling Attended the Altéa Inventory Overview course Intermediate 1 day 16
Amadeus ACE and Web Config This course explains how to use Amadeus Centralised End User Maintenance (ACE) to create and maintain the Amadeus Office IDs, and deploy Amadeus products within the Web Configurator tool. During this course you will learn how to: _ Configure agency access to the Amadeus Reservation System in secured and controlled environments _ Determine the role of the Web Configurator _ Create and modify deployments on different levels _ Utilise the search functions _ View Office and Certificate ID details _ Reissue Hardware IDs _ Request access to Amadeus Reporter to extract statistics from Web Configurator Security features that control access to the Amadeus Reservation System End User Maintenance process Introduction to ACE Office ID, office profile and configuration creation requests Managing Work Records Maintaining Certificate IDs The Vendor Identification Panel Accessing and launching the Web Config application Creating and modifying deployments at different levels Reissuing Hardware IDs This course is for airline and ACO security administrators in markets using a Pro-Printer solution. Certification There is a certification test at the end of the course. The pass mark is 85%. None Intermediate 5 days 17
Amadeus ACE and WebConfig with Amadeus Document Management for Printing and Reading This course explains how to use Amadeus Centralised End User Maintenance (ACE) to create and maintain Amadeus Office IDs, and to deploy Amadeus products within the Web Configurator online tool. It also explains how to manage printing devices via the Administration application. During this course you will learn how to: _ Configure agency access to the Amadeus Reservation System in secured and controlled environments _ Identify the roles of the Device Configuration and Printing Management applications accessed via Altéa Administration Security features that control access to the Amadeus Reservation System End User Maintenance process Introduction to ACE Office ID, Office Profile and configuration creation requests Managing Work Records Maintaining Certificate IDs The Vendor Identification Panel Accessing and launching the Web Configurator application Creating and modifying deployments at different levels Reissuing Hardware IDs The manual (fixed) registration process for printing devices The automatic registration process for printing devices This course is intended for airline security administrators in airlines using Amadeus Document Management for Printing and Reading. Certification There is a certification test at the end of the course. The pass mark is 80%. None Intermediate 4 days 18
Amadeus Process Customer Value for Customer Management This course explains how to set up the customer ranking rules to prioritise customers during the onload or regrade process on the Amadeus Airline Retailing Platform. During this course you will learn how to: _ Understand the Customer Ranking Process (PCV) _ Construct rules _ Position and set the ranking parameters and verify the results in Customer Management _ Navigate through the PCV environment How to access the Amadeus Airline Retail Platform (AARP) The purpose of customer ranking The customer ranking process PCV calculation (business process, parameters) - customer criteria - ordering criteria - assigning a weight - prioritisation process Using Market and Flight Group Management Applying Global PCV Complementary courses This course is often taken with: Altéa DC-CM Departure Plan Template and Departure Controller Altéa DC-CM Business Rules This course is for airline administrators responsible for setting up the Customer Management activities. Participants need to be familiar with: The Altéa DC-CM application by taking at least one of these courses: Altéa DC-CM Overview Altéa DC-CM Certification Airline business procedures, and in particular customer prioritisation Intermediate 1 day 19
Amadeus Process Customer Value for Inventory This course describes the Process Customer Value (PCV) application that is accessed via the Amadeus Airline Retailing Platform and used by processes within Amadeus Altéa Inventory, and Amadeus Reservations. During this course you will learn how to set up the PCV rules in line with their business objectives. The purpose of PCV is to enable the prioritisation of a customer in relation to a given service, based on the customer s value to the business. How to access the Amadeus Airline Retail Platform (AARP) How to qualify, rank and assign weights Creating and maintaining business rules for: - Qualifying - Ranking Demonstration of PCV with business scenarios Prioritisation of automated waitlist clearance Exercises on creating and validating rules in an automated waitlist scenario This course is for airlines that are using Amadeus Altéa Inventory. Participants should have a good understanding of airline inventory processes. Intermediate 1 day 20
Amadeus Altéa Departure Control Flight Management Overview This course describes concisely the load control and balance process as well as the administration functions in the Altéa Flight Management application. During this course you will learn to: _ Prepare flights for departure through the load control process. _ Produce documentation relating to the load control process. _ Create departure plans used for system automation using the Departure Plan Management application _ Set up mandatory administrator and engineering business rules used to define the system s working parameters Introduction and system architecture _Flight _ information _Deadload Load _ distribution _Passenger Documentation Departure _ control _Disruption _ management Amadeus Business Rules for Flight Management Departure Plan Management and simulation This course is for airline business analysts, scoping analysts, and Departure Control project team members or testers requiring an overview of Flight Management. Participants are required to understand manual weight and balance and load control processes. Basic 5 days 21
VIRTUAL Amadeus Altéa Departure Control Flight Management Familiarisation This Flight Management Familiarisation virtual course describes the Altéa Flight Management GUI, and the layouts and structure of Flight Management. During this virtual course you will learn to: _ Navigate within the Flight Management user interface _ Apply functionalities of the application to process flights for departure through the full Load Control process _ Set up Amadeus Business Rules to select relevant information from Data Base Management (DBM) for each flight _ Login and domain concept _ Welcome page, allocate resource and shift summary _ Event scheduler _ Building the dry operating weight profile of a flight leg _ Deadload _ Load distribution _ Aircraft fuelling options _ Passenger figures _ Producing a loadsheet _ Documentation This course is for airline administrators. Intermediate 4 hours Complementary course This course is considered a prerequisite to attending the Altéa DC-FM Business Rules and Departure Plan Simulation course. Technical Requirements Each participant must have a telephone with conferencing facilities and a PC meeting the requirements below. Hardware Pentium II 300, Pentium III recommended 64 MB memory, 128 recommended Minimum 16-bit color video card at 800 x 600 resolution (24-bit color at 800 x 600 recommended) SVGA 15 monitor with 14,5 viewable area capable of 800 x 600 resolution Internet connection (modem, cable, ADSL, LAN, ISDN) 56kB modem as minimum, 128kB recommended Software Microsoft Internet Explorer 5.5 or above Adobe Flash Player 7 Windows 98, 2000 or NT4 recommended 22
Amadeus Altéa Departure Control Flight Management Certification This Altéa DC-FM Certification course describes the load control process and the relevant modules associated with load control. During this course you will learn to: _ Prepare flights for departure through the full load control process _ Produce documentation relating to the load control process _ Identify Altéa DC-FM functionality for other system users _ Understand Altéa Flight Management from the perspective of various roles such as freight agent, ramp agent and supervisor _ Perform the role of load controller, ramp agent or freight agent through demonstrations and exercises Introduction and system architecture _Flight _ information _Deadload Load _ distribution _Passenger Documentation _ Down-line port restrictions Offline - Online flight scenario _Domain _ allocation Load control supervisor _Disruption _ management Complementary courses This course is often taken with: Altéa DC-FM Departure Plan Template and Departure Controller Altéa DC-FM Business Rules and Departure Plan Simulation This course is for airline staff responsible for designing and delivering end user training and implementation of Amadeus Altéa Departure Control - Flight Management. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to have a good knowledge and experience of manual weight and balance, and load control processes. Advanced 7 days 23
VIRTUAL Amadeus Altéa Departure Control Flight Management Weight Engineer Familiarisation This Altéa DC-FM Weight Engineer Familiarisation course describes the layouts and structure of engineering data displayed in Flight Management. During this virtual course you will learn to: _ Summarise the basic login and domain concept for Amadeus Altéa Flight Management users _ Navigate within the Flight Management user interface _ Build the dry operating weight profile of a flight leg _ Setup Amadeus Business Rules to select relevant information from Data Base Management for each flight _ Flight information _ Aircraft weights _ Messaging _ Load distribution _ Viewing and modifying the auto-load function _ Aircraft fuelling options _ Passenger figures _ Viewing and modifying the approved distribution function This course is for weight engineers managing airline aircraft data. Intermediate 3 hours Complementary courses This course is considered a prerequisite to attending the Altéa DC-FM Aircraft Engineering and Business Database course. It is also useful preparation for the Altéa DC-FM Business Rules and Departure Plan Simulation course. Technical Requirements Each participant must have a telephone with conferencing facilities and a PC meeting the requirements below. Hardware Pentium II 300, Pentium III recommended 64 MB memory, 128 recommended Minimum 16-bit color video card at 800 x 600 resolution (24-bit color at 800 x 600 recommended) SVGA 15 monitor with 14,5 viewable area capable of 800 x 600 resolution Internet connection (modem, cable, ADSL, LAN, ISDN) 56kB modem as minimum, 128kB recommended Software Microsoft Internet Explorer 5.5 or above Adobe Flash Player 7 Windows 98, 2000 or NT4 recommended 24
Amadeus Altéa Departure Control Aircraft Engineering and Business Database The Altéa Departure Control Aircraft Engineering and Business Database course describes the process of constructing and maintaining carrier and aircraft weight & balance engineering data using the Database Maintenance Tool (DBM). During this course, you will learn about the: _ Development of appropriate aircraft engineering data _ Process of entering such data into the database using the DBM _ Engineering/mathematical functions within Flight Management (FM) that are essential to the development of aircraft database configurations _ Data-building philosophy _ Testing and preimplementation acceptance processes including any regulatory considerations FM and database architecture _DBM _ navigation Carrier specific engineering data General engineering parameters Hold Data & ULD Configurations _General _ limitations CG limits & lateral imbalance _Stabiliser _ trim Service weight adjustments and potable water Fuel tanks and distributions _Cabin _ layouts Aircraft business rules Integration of DBM data with other Altéa applications Flight creation process _Autoload _ General load control business data This training is designed for airline staff responsible for the development of engineering limitations data, and for staff responsible for importation and maintenance of carrier and aircraft data used for weight and balance functions of Flight Management. Participants are required to have: An involvement in the maintenance of carrier and aircraft engineering records Preferably completed either the Altéa DC-FM Certification course or Altéa DC-FM Overview course offered by Amadeus, although the minimum requirement is to have completed the Altéa DC-FM Familiarisation course A good understanding of aircraft weight and balance limitations and their utilisation within the ramp, load control and flight operations environments, and optionally to have completed the Altéa DC-FM Weight Engineer Familiarisation course. Familiarisation with IATA AHM560 or 565 documentation Understanding of technical aircraft manuals Advanced 5 days 25
E-LEARNING Amadeus Operational Flight Data Management Learn how to perform basic flight management tasks in a departure control environment, in four short interactive videos. This Amadeus Operational Flight Management (OFDM) e-learning course comprises four videos. Each video targets one of the objectives listed on the right. Objectives During this course you will learn: How to create a flight date How to update a flight date How to update the blockspace size of a flight date How to create a flight period Complementary courses This course is often taken with the Amadeus Altéa Customer Management e-learning course. It is also useful preparation for the disruption management module covered in the following courses: Altea DC-FM Overview; Altea DC-FM Certification; Altea DC-FM for Ground Handlers. This course is intended for airlines and ground handlers in a departure control environment using Amadeus Altéa Departure Control. You are required to have a basic knowledge of Customer Management or Flight Management, or both. Basic 20 minutes Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 26
E-LEARNING Amadeus Altéa Customer Management Amadeus Altéa Departure Control - Customer Management (Altéa DC-CM) e-learning comprises various courses to train people according to their role as Check-In Agent, Gate Agent or Supervisor. Altéa DC-CM e-learning is organised into 3 collections of courses. You are recommended to select the collection of courses that most closely aligns to your job role within your organisation. There is an assessment at the end of each course to certify your understanding. Each course can be taken individually if this suits your training needs. The Courses Check-in Agent collection As a check-in agent you will learn how to: Accept a customer and handle a baggage drop (Course 1) Handle group and frequent traveller acceptance, baggage connections and seating (Course 2) Create bookings, and handle crew, rush and cabin baggage as well as seating and disruptions (Course 3) Gate Agent collection As a gate agent you will learn how to: Board a passenger (Course 4) Accept, board and re-grade a customer (Course 5) Supervisor collection As a supervisor you will learn how to: Complete all check-in agent and gate agent responsibilities (Courses 1 to 5) Explain the system architecture of the Amadeus Altéa Suite including Departure Control - Customer Management Complementary course The Amadeus Operational Management (OFDM) e-learning course is often taken with this course. This e-learning is intended for airlines and ground handlers. None All levels (basic to advanced) for each collection Check-in agent collection: 10 hours Gate Agent collection: 5 hours Supervisor collection: 17 hours (Generally each course lasts 1 3 hours including the assessment.) Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 27
Amadeus Altéa Departure Control Customer Management Overview This Altéa DC-CM Overview course gives an overview of customer check-in and administration functions in the Amadeus Customer Management application. During this course, you will learn how to: _ Navigate in the Customer Management user interface _ Access each application to process a customer for acceptance and boarding _ Create and maintain Departure Plan Templates _ Work with Market Management and Flight Groups _ Identify the main business rules within the Administration GUI Altéa System Architecture Accessing and navigating within the Customer Management user interface Identifying and accepting customers _Displaying _ customer-related information and customer history Monitoring the Regrade and Onload lists Modifying baggage details and handling excess baggage Theoretical seating and modifying seats Boarding monitor and boarding activities Working with templates and activities Creating Markets and flight groups Working with Customer Management business rules This course is suitable for airline program managers, Departure Control System project members, trainers and business analysts requiring an overview of Customer Management. Participants are required to be familiar with airport operations or check-in. Basic 5 days 28
Amadeus Altéa Departure Control Customer Management Certification This Altéa DC-CM Certification course explains in detail the Amadeus Customer Management solution to check-in and board customers. During this course, you will learn how to: _ Navigate within the Customer Management user interface _ Access each application to process a customer for acceptance and boarding _ Demonstrate disruption scenarios and the impact on Customer Management Altéa System Architecture Accessing and navigating the Customer Management user interface Identifying and accepting customers _Displaying _ customer-related information and customer history Flight update and customer lists Monitoring the Regrade and Onload lists Modifying baggage details and handling excess baggage Theoretical seating and modifying seats Boarding monitor and boarding activities Working with templates and activities Close boarding and flight departure Flight disruptions (Re-accommodation) Complementary courses To ensure a full understanding of administration and setup activities, this course is often taken with: Altéa DC-CM Departure Plan Template and Departure Controller Altéa DC-CM Business Rules Amadeus Process Customer Value for Customer Management This course is for airline trainers and administrators performing training and customer service activities. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to have a basic knowledge of PNR and airline business for customer acceptance at an airport. Intermediate 5 days 29
Amadeus Altéa Inventory Overview This course gives an overview of the Amadeus inventory management solution. During this course you will gain an overall understanding of the: _ Management of flight schedules _ Seat map creation _ Latest revenue management techniques Altéa system architecture _Messenger _ viewer Schedule business rules _Flight _ creation Flight date inventory: leg and segment views _AU _ controls _Inventory _ business rules Inventory interaction with Revenue Management System (RMS) _Aircraft _ library Seat map designer Flight date seat map Seating business rules _Re-accommodation _ processing: automatic and manual Re-accommodation options and business rules This course is intended for airline staff needing a basic, overall understanding of Altéa Inventory. Participants are required to have at least a basic understanding of Altéa Reservation. Intermediate 4 days 30
Amadeus Altéa Inventory Certification This course explains the Amadeus inventory management solution. During this course you will learn how to: _ Streamline the maintenance of flight schedules _ Work with the different re-accommodation options and business rules _ Create and maintain seat maps _ Implement the latest inventory management techniques Introduction and system architecture _Messenger _ viewer Markets, flight groups and business rules concept Automatic and manual schedule change and schedule entry table Schedule business rules and schedule publication process Aircraft library and seat map designers Flight date seat map and seating business rules Automatic and manual re-accommodation _Re-accommodation _ options and automatic flight selection Re-accommodation reporting and re-accommodation business rules Flight date inventory leg and segment views Inventory business rules and AU controls Inventory interaction with RMS and reservation (for INV) Auto Waitlist Handling and introduction to Customer Ranking Automatic SSR Handling RES DCS Message Exchange, PNL/ADL First-level problem resolution session This course is suitable for airline staff who create seat maps, deal with the seating processes and schedule maintenance, control flight inventory information or work with passenger protection and disruption management. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to have: A basic knowledge of PNR creation/ manipulation in Altéa Reservation Knowledge of airline business processes in one or more of the following areas: - Schedules - Inventory - Seating A basic knowledge of PCs and the Windows operating system Intermediate 10 days 31
Amadeus Code Share Overview This course gives an overview of the Amadeus code share solution that provides simplified codeshare flight management with full schedule integration. During this course you will gain an overall understanding of how to create and update code share tables and code share flights. These tables are used by Altea Inventory when a schedule or schedule change message sent from your schedule planning system or partner airlines to automatically create or update your code share flights. Code share terminology _Message _ flow _Code _ share tables _Code _ share re-accommodation _Inventory _ management of Code share flights _Code _ share refresh Code share history This course is intended for airline staff requiring a basic overall understanding of Amadeus Code Share. Participants are required to: Have attended the Altéa Inventory Overview course and be familiar with working in the Altéa user interface Be able to make a simple booking, create a flight and perform a basic re-acccommodation Have a basic understanding of the Inventory Screen Intermediate 1 day 32
Amadeus Code Share Certification This course explains in detail the Amadeus code share solution that provides simplified codeshare flight management with full schedule integration. During this course you will learn how to create and update code share tables and code share flights. These tables are used by Altéa Inventory when a schedule or schedule change message sent from your schedule planning system or partner airlines to automatically create or update your code share flights. _Introduction _ Code share agreement types Code share terminology _Message _ flow Booking class mapping table Code share flight table Code share disclosure in Altéa Sell _Release _ date _Functionality _ agreement Code share seat map Inventory management of code share flights Seat management of code share flights Amadeus Code Share Portal Modifying a code share agreement Code share refresh Code share re-accommodation _History _ This course is intended for airline staff who will be responsible for setting up and maintaining codeshare relationships. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to have a basic understanding of Altéa Reservation and to have attended one of these courses: Altéa Inventory Certification Altéa Inventory Overview Advanced 3 days 33
Amadeus Altéa Revenue Management System - Segment Based This course explains how to set up appropriate system controls and parameters with a view to maximising revenue. During this course you will learn how to: _ Verify and adjust historical data in order to provide suitable forecasts _ Set up business rules to optimise revenue controls and monitor booking activity Basic revenue management principles Interactions with Altéa Inventory Analysis of a flight date Verification of historical data Tuning of historical data to produce optimum forecasts Achieving appropriate optimisation through business rules Defining an overbooking policy Using manual adjustments to fine-tune revenue controls Interpreting system alerts This course is for airlines. Participants are required to have a strong understanding of revenue management concepts and principles, and knowledge of basic class controls in Altéa Inventory. Advanced 4 days 34
Amadeus Altéa Revenue Availability with Active Valuation This course is about Amadeus Revenue Availability with Active Valuation (RAAV) that allows airlines to adapt their offers and consider all dimensions of a customer s potential added value at the time of an availability / booking request. During this course you will gain an overall understanding of: _ The main elements of Revenue Management covering Origin & Destination (O&D) with Bid-Price through to Active Valuation _ Availability calculation based on revenue optimisation _ Active Valuation as an additional layer to the O&D controls provided by the Revenue Management System _ The Revenue Availability calculation process within Altéa Inventory The revenue availability process _Managing _ yields The bid-price vector Availability calculation & availability simulation _Yield _ modifier The RAAV process flow _Strategy _ management Active valuation simulators Associated business rules This course is intended for airline Revenue Analysts and Revenue Management decision-makers. Participants are required to have attended the Altéa Inventory Certification course (or have appropriate Inventory knowledge). Intermediate 3 days 35
Amadeus Origin and Destination Module using Bid Price Vectors The Amadeus Origin and Destination Module using Bid Price Vectors is a highly sophisticated inventory management option, which offers differentiated availability by taking into account the customer s Origin and Destination (O&D) and other factors that will influence revenue. During this course you will gain an overall understanding of the Amadeus Origin and Destination Module using Bid Price Vectors, and its features. Introduction to revenue availability (Origin and Destination) Basic authorisation level controls Availability calculation - non revenue based _Segment _ limits Origin and Destination determination _Managing _ yields Significant Origin and Destination Generic yield rule Bid price vectors _Single _ leg Multiple legs - pseudo bid price vectors Transient bid price vectors Availability calculation - revenue based Marriage control (Messenger and PNR) _Availability _ simulation This course is designed for airline staff who are responsible for setting up and maintaining the O&D product. Participants are required to have: Attended the Altéa Inventory Overview course and be familiar with with Altéa Inventory An intermediate knowledge of revenue management processes A working knowledge of basic class controls in Altéa Inventory Intermediate 1.5 days 36
Amadeus Altéa Departure Control Administration for Ground Handlers This course describes the usage of the Departure Plan Template, Customer Management, Flight Management Business Rules plus Amadeus Security Management. During this course you will learn how to: _ Create and maintain Administrator tasks related to Ground Handlers _ Optimise the usage of Customer Management and Flight Management based on your understanding of the Administration elements _ Identify the interaction between primary Altéa products Review of the Altéa System Architecture How to access and navigate within the Altéa Administration environment Creation and maintenance of your Departure Plan Template for the Departure Control System (DCS) Creation and maintenance of the Business Rules in DCS for non-altéa hosted airlines Creation of the flight in Customer Management and Flight Management applications Review of the Data Base Management and how to add the user ID in the related domain Creation of a user ID and assignment of security for Ground Handler Working with partnerships between an Altéa-hosted airline and a Ground Handler The capture and restore cycle in Production and the Amadeus Training Environment Create and manage flight schedules using Operational Flight Data Management (OFDM) This course is intended for Ground Handler staff involved in the ongoing training and implementation of Customer Management and Flight Management. Participants are required to have been trained by Amadeus on the Customer Management or Flight Management applications, or both. Participants also need to be familiar with: Departure Plan Template _Business _ Rules _Security _ Advanced 5 days 37
Amadeus Altéa Departure Control Customer Management for Ground Handlers This Customer Management for Ground Handlers course describes check-in functions and the relevant modules associated with check-in. During this course you will learn: _ How to navigate within the Customer Management application _ How to process a customer for acceptance and boarding _ About disruption scenarios and the impact they have on Altéa DC-CM Altéa System Architecture Access and navigation within Customer Management Identify and accept customers _Display _ customer-related information and customer history Flight update and customer lists Monitor the regrade and onload recommendation list Modify baggage details/excess baggage Theoretical seating and modifying seats Boarding monitor and boarding activities, flight departure _Flight _ disruptions (Re-accommodation) Operational Flight Data Management (OFDM) Set default carrier Rebuild a flight _Flight _ history _TTY/PNL _ exchange This course is for Ground Handler trainers or staff involved in the ongoing training and implementation of Amadeus Altéa Departure Control - Customer Management. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to have a basic knowledge of PNR and airline business pertaining to customer acceptance at an airport. Intermediate 5 days 38
Amadeus Altéa Departure Control Flight Management for Ground Handlers This Flight Management course for Ground Handlers describes the Load Control process and the relevant modules associated with Load Control. During this course you will learn to: _ Navigate within the Flight Management application _ Apply advanced functionalities of the load control process to cover containerised and non-containerized aircraft _ Perform the role of the Load Controller within Flight Management through demonstrations and exercises The training will also focus on participants understanding the basic use of Flight Management and its sub-applications in order for them to begin building their training courses. Introduction and system architecture _Flight _ information Operational Flight Data Management (OFDM) _Deadload Load _ distribution Passenger and baggage _Documents _ Multi-leg flight scenario Load Control Supervisor Ramp, Freight and Supervisor sub-applications _Disruption _ management Operational Flight Data Management (OFDM) This course is for Ground Handler trainers or staff involved in the ongoing training and implementation of Amadeus Altéa Departure Control Flight Management. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to know about manual weight and balance and load control processes. Intermediate 5 days 39
Amadeus Help Desk for Airlines This course explains how to support your customers reservation and ticketing agents in solving their daily issues. The course concentrates on functional and technical settings of the system that agents need to verify before contacting the Second-level Help Desk. During this course you will learn to: _ Utilise all the functionality available to help desks for identifying and solving problems _ Assist end users with central system functionality and database problems _ Describe the Amadeus system processing and communication _ Respond accurately to specific system responses _ Identify problems and assigning them to the appropriate groups _ Follow the procedures for reporting and escalating problems Incident handling and reporting Amadeus Customer Service Point (ACSP) The distribution system and end user maintenance process _Terminals _ Office IDs and Office profiles End user maintenance _Local _ security _Transaction _ security Extended Ownership Security _Amadeus _ Air Amadeus Pricing and Shopping _Ticketing _ This course is for airline help desk agents that use Altéa Reservation and are the first point of contact for their end users. Certification There is a certification test at the end of the course. The pass mark is 85%. To join this course, you need to have completed and passed at least one of the following courses: Amadeus Reservation and Ticketing Cryptic Overview Amadeus Reservation and Ticketing Cryptic Certification Intermediate 7 days 40